For the past 5 years I've been telling ANYONE who will listen about our HORRIBLE experience with the Hamilton franchise owner Mike Stacey. Here's the email I sent to the company. My response to this letter was "I wyll forward to Toronto. Thanks for the letter. Glen B." And that was it. Here's my complaint letter that received no resolution - My name is Kate and I have used your company twice in the past 19 months. Once for a long distance move from Halifax to Hamilton at a cost of over $3000 (Dec.27/07 - Jan. 7/08) and again within Hamilton at a cost of over $1200 (June 29/09). The move from Halifax was WONDERFUL and your team there was FANTASTIC! Which was the reason I used them again for our second move. Unfortunately, our second move was less than satisfactory. Firstly, the movers showed up 3 hours earlier than we had scheduled them for. (9am vs.12 noon) However, upon checking our confirmation, we did see that yes, they had us down for 9 am. Ok, our bad. Devil's in the details!! So, we lost an hour of moving time ($135) because we were at our new home preparing for the mover's arrival. Then, unfortunately 2 of the movers had to leave the site during the move. One wrenched his back and the other got a call from his family that his father had just had a heart attack. Very unfortunate all around. However, there was an hour of time when replacements were being sought and nothing was happening but we were STILL charged for this time. I feel that yes, it was unfortunate, but we should not be held responsible for paying for that time. Then, upon arrival, the movers were backing onto our property and backed their truck into our wrought iron railing and broke it. I wasn't informed of this until I spoke to my neighbour the next day when I noticed the broken railing and she said she saw it happen. She was on her front porch minding our children (so that they wouldn't be in the mover's way) and was aghast that the movers did NOT inform us of this at the time. If you like, I can get her account of what happened to you when she gets back from doing missionary work in India in 2 weeks. My husband contacted Mike Stacey, the owner of the franchise here in Hamilton, and he was nothing but argumentative toward him. He said he would mail us a cheque for $25.00 to cover the cost the railing. Now, if it were the year 1947, maybe $25 would cover it, but it's not. After doing some research, it appears that the MINIMUM cost for a railing is $60 per square foot. Our railing is 6 feet long. That's a total of $360, before taxes, not to mention the hour of 'lag time' we have already paid for, it appears we're out about $500. Aside from waging a complaint with the Better Business Bureau and taking Mr. Stacey to small claims court, which I would prefer not to do, but I will if need be, is there anything you can do to help me? If this kind of thing happened to you or a family member, would you be satisfied with these results? I hope not. I hope we can find a satisfactory solution and I look forward to hearing back from you. Thank you for your time. And 5 years, a complaint letter to the BBB later, still NOTHING. AVOID AVOID AVOID AVOID!!!!!
- Approximate cost of services:
- $1,200.00
- Company Response
Good morning Katie,
We are very sorry you had a bad move with the Hamilton office.
This move was done in 2009 so it was 5 years ago. Since that time the management and owners have changed and the new owners have had to do some damage control. They have reorganized the office and have done a terrific job of providing customer service to their customers. Please note that Mike Stacey is no longer with Two Small Men With Big Hearts Moving Co. If you would like to give the Hamilton office a call, the new owner has indicated that he would be more than happy to speak to you and try and resolve this issue.
We do hope that you would reconsider if and when it comes time to move again, and give us another try.