Complaint Review: Two Small Men With Big Hearts Moving Co. Ltd. Countrywide Moving Network

I had received an estimate over the phone from Two Small Men With Big Hearts Moving Co. Ltd., Countrywide Moving Network, for moving the contents of my home. After giving particulars about my home such as type and size of home, number of bedrooms, appliances and furniture to be moved, etc., I was told by Malcolm that it would require 3 men at $85.00 per hour and a 25 ft truck (I also received a faxed confirmation stating this).

As I was paying cash, I asked how much I should have on hand for the move and was told to be prepared for the maximum 10 hour move. I therefore had this amount on moving day. I was told they would be there at 9:00 a.m. (also on faxed confirmation).

On moving day they arrived at 12:00 noon because of, I was told, a truck breakdown. Two men and 1 woman showed up. One of the men, Al was drunk (I have witnesses who smelled liquor on his breath) and accomplished nothing. I was left with 1 man, Rick, loading the truck and one woman who could not lift the heavier items. At 3:00 p.m. the owner/manager, Leland, arrived. He had been called by Rick who was concerned by Al's behaviour. Leland called in an additional crew (3 men) and truck but they didn't arrive until 6:00 p.m.(the legal time that we should have vacated).

When they were finally finished at 12:00 midnight I was told the bill was $1,400.00. I, of course, did not have this amount on hand. Because I could not pay this amount, they drove away with the rest of my unloaded belongings and I was forced to pay an additional $340 on top of the $1,400 to get them back ( I had to pay the total amount up front, before they would unload my furniture).

I was told by Lorie, who I gave the cash to, that she would speak to Leland (who she had been working with for 15 years) and try to get some money back to me, as she felt I was treated unfairly (good cop, bad cop?). She also handed me a Customer Comment sheet (what a joke) on which I also listed damages (one of the damages was to my front door which cracked when Leland slammed it in anger). She has not returned my calls and I have not received a response re damages. I have also spoken to the Ontario Division for Two Small Men Moving Co.in Toronto, but I was told that they could do nothing because the company I was delaing with was a franchise.

This move has been one of the worst experiences of my life. I feel I was treated unfairly and without respect. I was made to pay for their mistakes. If they had sent 3 able-bodied men and started at 9:00 a.m. as they said they would, they should have been able to load the truck, unload at my new house 10 minutes away, come back and loaded the remainder, well before 6:00 p.m.

This was my first and probably last experience with a moving company!