2 Burley Men Moving Ltd.

We booked 2BM to move us within Edmonton on July 27, giving us a few days afterward to do a deep cleaning on our old place. We were told they would arrive at 8am that day. 8:12 am on the 27th, I got a call saying they local office had only just been informed that morning and they weren't going to arrive until 9am, despite us doing the booking a month prior. After 9am I got another call saying their truck had broken down, they were waiting for the back-up truck and would be there by 11. After more calls along this vein (can't drive stick, waiting for a new driver, waiting for a job to finish so we can just use their truck), they finally arrived around 6:30pm, but by then it was too late to finish so they did a bit over half of it and said they would return the next day as soon as one of them finished a job so they could complete our job. They did not return on the 28th and were mostly uncommunicative (busy) until I asked if I needed to find a different company, at which point they said they would be there by noon on the 30th. At this point, we had already had to cancel things like the carpet cleaning, which have since come out of our damage deposit. They did arrive on the 30th, again around 6pm.

Through the move they left dents and scrapes on the walls, some of them significant. The ones at the old place have already come out of our damage deposit, and they said if I contacted their Service department they would send someone to repair the new place. They also removed the door to our deep freeze for the move and misplaced the parts, so it no longer has an attached door. I contacted their Service department August 5 and despite repeated follow-ups have only gotten back broken promises to have things fixed "this week" or "soon", or simply no response at all. Some of the damage is keeping us from getting furniture into place, which has stalled our unpacking despite it being a month since, and aren't able to properly use the deep freeze.

They did, however, decline to charge us for the services of one of the movers each day to try and make up for the service delays, and they're quite friendly...when you can actually manage to speak with them.

THE MOST UNPROFESSIONAL FOLKS WITH ZERO CUSTOMER SERVICE I HAVE COME ACROSS:

I arranged for a packing and moving service with these guys and they quoted me "$100.00 per hour - includes 2 men & 1 truck (Basic Tool) includes: Travel Time, Move Time, Boxes and Supplies)"

I was not at my place because I am stuck overseas due to COVID-19 so my friend oversaw the move on my behalf. I was hoping for some peace of mind hiring these folks to do the move but this is the LAST AND ONLY time I would avail their services and deal with them:

1) NO PACKING MATERIALS PROVIDED
2) UNPROFESSIONAL STAFF
3) NO TOOLS TO DISASSEMBLE THE FURNITURE
4) NO WEARING MASKS OR PROTECTIVE GEAR FOR COVID

Here is what ensued on the moving day:

1. The moving crew arrived WITHOUT the packing or miscellaneous supplies. Besides that, my friend overseeing the move on my behalf, had to help them pack up clothing and other miscellaneous items in plastic bags and other makeshift boxes while the girl (part of the moving crew) kept on saying it's not her fault, she only gets paid $19/hour, and generally being super defensive about everything. My friend called the office and the guy who answered said he'd get the Vancouver supervisor on it right away to bring boxes over and that he'd call back with a status update. My friend relayed the information to the movers and the girl just scoffed and said something like "What is he going to do? Drive all the way from Langley where the office is and drive over a few boxes?" That was very unprofessional of her to say something like that. Even after the move was finished and packed, my friend never got the call from the "Vancouver supervisor".

2. When the movers started taking apart the bed frame, they asked for a screwdriver and an allen key because they weren't advised by the office to bring any tools with them. When we spoke with them early on, we were assured that they would have all the tools necessary to disassemble furniture. What if we had no tools?! We were very lucky that my roommate had some.

3. When the movers were ready to leave for the storage unit, the girl asked for my credit card information, which my friend gave, and then the girl said things will happen in this order:
a. They will unload everything into the storage unit
b. She will take a picture of what it looks like
c. She will text it to me
d. She will call me to see if I'm happy with how it's organized
e. I would then give her authorization over the phone to charge the credit card.

Note that A through D, DID NOT happen. What really happened was I noticed a charge from them on my card and quickly alerted my friend via text. My friend then called the girl on her cell and she said they were just finishing up and had taken a picture and was just about to text it to me. My friend asked her why she didn't do as she said earlier (steps a. through d.) and she made an excuse that it was all done now anyway and she'll be sending over the picture shortly. Also, because there was no receipt or invoice given to me, my friend asked her about the breakdown and she said it was 2 hours of moving plus 1 hour of travel. When my friend called her to find out why the card was charged without her authorization, it was 14:49h. She eventually texted the picture to me at 17:10h.

4. I am not happy that we had to be the ones to provide their movers with masks. As they mentioned on your website, they are an essential service. How are they providing masks and gloves for your movers? This is the least they could do to not only safeguard their own employees but the people who hire them too!

So as you can see we were extremely UNHAPPY with the service and requested a 50 %discount in a email highlighting our concerns listed above. This is the response we got (and I will let you judge how unprofessional these folks are):

"I have reviewed your email and have been in touch with the local manager and crew. We apologize for the staff defensiveness and I can only assume that is why some of the comments were made.

It is true that it would have taken over an hour to do a box delivery and from what I understand you were accommodating by letting our crew use your boxes, bags & tools. Thank you.

The travel charge is a flat rate of 1 hour for the crew leaving and returning to dispatch. The time it takes to arrive that the delivery address is considered move time.

PPE supplies are supplied to the crew however, they run out.
Since the move was only 2 hours plus the 1 hour travel we will not be refunding 50% of the waybill to your client. The time charged is well within industry standards.

Again, I apologize for any inconvenience you may have experienced."

Bottom Line: If you want to HIRE a cheap moving service and DON'T care about the lousy moving service they provide, please go ahead and do business with them.

However, IF you want some one professional who knows what they are doing and know C-U-S-T-O-M-E-R S-E-R-V-I-C-E, then please stay away from these guys.

I was delighted with the way you handled my recent move. A tricky one, with lots of stairs at the house I was leaving , & a too small elevator at my new home, but Shane & Dustin cheerfully dealt with all the problems, & worked fast & efficiently.

They showed up late.
The cost of the move was 120% higher than the quote
One the two guys they sent spent most of the day on his cellphone moving a single box at a time. He also had to 'get out of there to go to his girlfriends birthday party.'
They brought single 4 wheel dolly, I provided the other two and they lost one of them on a second stop - we had to recover it.
I personally worked harder than one of the guys they sent.
Definitely do not use these guys, even if everyone else is booked up. I sent them this complaint and they couldnt even be bothered to respond.

We hired 2 Burley Men to move from Edmonton to Victoria. They exceeded all of our expectations, as they are also currently storing our furniture and will move it to our new place. Justin and Caleb are hardworking and polite! Overall great!

Dustin and Will were just great. Very quick and efficient, very careful with my belongings and very polite and friendly. They answered my questions thoroughly. I'm sure the drop-off experience will be as good as the pickup was.

Our daughter moved today from her suite to a storage locker, and what a positive experience it was! Both Sebastian and Warren were quick and efficient, very respectful , and what a couple of nice guys! We all THANK YOU so much for making this move for our daughter absolutely problem free! We will use you guys again, and happily recommend you to others!
⭐️⭐️⭐️⭐️⭐️

Do not use them for long distance moving!
They lost my belongings for 10 days and keep forwarding me from one employee to another.
When they showed up, lots of damage was done and a huge unexpected and not agreed upon bill showed up.
They basically treat you well till they get the shipment then good luck!

I am very happy with my move. Justin and Jeff were very professional, polite, and worked very hard to make sure my move was a pleasant experience. They kept me informed as to pick up and delivery times, and were on schedule. They took time to set up my furniture, which I really appreciated. I would recommend this company. Thank you

DEVASTATED at all the damages, items left behind, severe damage to both properties including backing the vehicle into clothing line....
Staff at the move are untrained and extremely rude. They were placing one box at a time on the dolly then picking one box at a time of the dolly?! At least google how to use a dolly if you’re job consist of using one...
They spent hrs complaining and arguing between them.
When I contacted the “costumer service” I was accused of being untruthful , given the run around and plainly ignored for months...
I was told I would receive 10% back along with money for items they could not repair...
Never happened!
I have pictures and videos of not only damages but of my items toppling out of the truck as they opened the doors...
No repair to either property causing a lose of damage deposit and our items.
Items include; TV, pantry, book shelves, dressers, night stand, my deceased father antique guitar and case, couch, kitchen table with 4 chairs destroyed from being left outside for hrs, food saver, bullet blender, and many; many more....
What should have been a 5-6 hrs move lasted nearly 12hrs; a 10min drive took them over 45min
We had ZERO appliances, and I myself, 7months pregnant had to make a handful of loads in my SUV and bring thing in the truck for them in order to stop the staff from yelling at me that it was too much work for a Monday morning....
We had a small basement suite and only had one child at the time, aged 2..
She moved items into the truck nearly as fast as one staff....
WORST MOVING EXPERIENCE EVER!!!