The boxes that we provided the customer for their move day were as follows small boxes at $a piece $ medium boxes at $a piece $ wardrobe boxes at $a piece $and large boxes at $a piece All of these boxes were utilized in packing the customers home on the day of the move This again was the greatest contributor to the length of the move The customer also stated that full trucks were utilized to complete their move The 2nd truck that was sent due to the additional boxes and inventory was our small box truck It holds approximately 25% of what my large trucks hold I only point that out because the customer seems to be under the impression that the estimate provided by the information they provided was off by another full truck When in reality it was off by closer to 25% So again the vast majority for the time overage from the original provided estimate was the additional packing provided for the customer We do not mind providing that service or the additional time that it takes to complete for the customer but as a pay by the hour service that does have an additional cost that was disclosed at the very beginning of the move Though the customer says they had a walk thru estimate completed If it was completed it was from a prior owner of this franchise and we have been unable to verify that that in home walk thru was ever completed There was also a small increase in the time as we had to wait for the customer to rent another storage unit that they did not realize they needed until we were completing the move and the first unit was filled We believe that we provided a valuable service the day of the move with flexibility to complete the move under changing circumstances that included a discounted rate for the 2nd truck and a substantial amount of free product in the form of boxes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below I will address each item below:
We at Two Men and a Truck always strive to exceed our customers expectations As a Moving company we charge an hourly rate for our services We provide an original estimate for the customer based on information they provide to determine the inventory that will be moved and an estimated length of time it will take to complete the move The above is not correct We had an in-person walk-through of the home, not a phone estimate The person providing the estimate estimated *after the walk-through* hours, guys, truck When initially trying to work with Two Men and a Truck ***, I was told that it was because I had an over the phone estimate When I told them that it was a walk-through and provided information that they could verify, I was told "the estimator that walked through your house is no longer with us, I'm the new owner of this franchise, so we can't be held responsible for what he quoted you."We were under the impression the home would be mostly packed when we arrived There was also some additional inventory from the estimate Once we arrived at the home we completed a walk through with our customer and immediately determined that our estimate for the time of the move was to short with the amount of packing that had to still be done. We had originally requested an estimate based on *most* of the items being packed While not as much was packed as we would have liked (due to illness - both of us had the flu weeks prior to the move), we not only had items packed since the initial walk-through, but had also packed content into boxes ourselves and moved them into our storage facility ourselves (over the course of several months) Therefore the comment about additional inventory is completely inaccurate In addition, this does not change the fact that two full trucks were required instead of one There may have been additional packing required, but there was less inventory than when the estimate took place.Before we started the move we completed a revision of estimate (see attached) to inform the customer that the move was going to take longer than originally estimated and therefore increase the overall cost of the move While we do not mind completing the packing for a customer or disassembling beds etc for a customer those things do take time In the spirit of good customer service we opted to provide them an additional truck at no cost to help with the additional inventory as well as $of boxes at no charge While we want every customer to be happy with their decision to use our services we do feel we adequately disclosed at the very beginning of the move that there would be additional time needed above their estimate to complete their move It was very clear on the day of the move that the estimate of what was to be moved did not match the estimate that took place My wife was asked by the team that arrived what kind of estimate we had done (which was an in-person walk-through of the home) While we were expecting that there would be additional cost due to the packing that needed to take place, a lot of the time spent was actually in packing a second truck and unloading the second truck into the storage facility As far as the additional truck at no cost: there was NO additional inventory - there was actually *less* As far as the additional boxes at no-charge, I am not aware of this If Two Men and a Truck *** can prove with documentation that we were given $of boxes at no cost, I am willing to subtract $from the difference in cost, and then divide that cost in half: $(our final cost) - $(initial estimate) = $(discrepancy) $- $(boxes) = $ $/ = $(Two Men and a Truck *** reimbursement).When they informed us they wanted to complete their second move our schedule was already full for that day Saturdays are our busiest moving days and therefore fill up the quickest in our schedule We did suggest they call our *** franchise to see if they still had any opening in their schedule and they were able to move them We do feel that we have offered them a significant discount from the retail price of the move with the additional truck utilized on the move at no cost and the free boxes The owner Chad initially contacted us directly to state that he recognized that there was a huge discrepancy between what we were quoted and what the final bill was Initially I was very impressed with this Chad stated that he would investigate what happened and then get back to us He stated to give him several days while he researched.Unfortunately, communications went downhill from there Several days turned into a week, and Chad would not return my phone calls, in which I left several messages with the front office The calls were not to harass, but were intended to not only find the current status, but also set up the second leg of our move, which was to move content out of our storage until into our new home Chad / *** would not contact me back, and therefore was unable to schedule my second move Since I felt that some kind of reimbursement was in order, I did not want to schedule with a different company since I would be paying full-price My moving budget for the ENTIRE move was consumed by the vast overage in the first move.When Chad finally called me back, I was told the following:He was the new owner of the *** franchiseMy in-home estimate took place before his ownershipThe estimator that came to my home did not work there anymoreHe could not get in touch with the old owner of the franchise (which I don't understand what difference that would have made)The issue was not his fault, and he could not help meI demanded that Chad give me *something*, and help me move - we had already moved out of our short-term (furnished) apt, and moved into our new home, and we had nothing other than what we brought with us to to the apt In other words, we were in our new house with nothing: no beds, furniture, etc Chad stated that he was booked on Saturday, which I understood I stated that we could do a Sunday move, which Chad stated flatly: "We don't move on Sunday" When pressing Chad to help me out with the second move, he finally offered the following:$estimate on moving us from storage to our new home (which was close to the ORIGINAL ESTIMATE)a 20% discountThe above had the stipulation that he required someone to go out and inspect the storage units to make sure that the estimate was accurate Which are the storage units that his own team loaded previously...Interestingly enough, someone called us from the front office shortly afterwards, and they stated that they might be able to move us on Sunday, and that she would get back to me I waited an entire day, and then got desperate.We did suggest they call our *** franchise to see if they still had any opening in their schedule and they were able to move them.For those reading this, please note that the *** location is a completely different franchise I was trying to avoid essentially going to a different company and paying full price again, when I felt that the *** location should be helping me out due to the initial overage. However, since it was clear that the *** location had no intention on working with me, I went to the *** location and explained the situation They were sympathetic, and offered me the following:guystruckhours: (I requested to just move the large items that I could not fit in a vehicle: beds, etc)~$500/$dollarsThis was far below Chad's offer, and they could move me on Saturday I set that up on Thursday for a Saturday move As I left the *** location, the *** location contacted me back to tell me that they couldn't move me on Sunday, I needed to schedule a storage walk-through, and we'd have to schedule a move time later the next week, or the week after I informed the lady that I was in the *** office and that they were willing to move me on Saturday, providing the above.Her response: "We don't have to move you anymore??? THAT'S AWESOME!!!! THANKS!!!!!!" ...and then she hung up.CONCLUSION:I feel that there is joint responsibility in this move To summarize:We did not have as much boxed as we would have liked, due to illness. Two Men and a Truck *** grossly underestimated level of effort moving our contents into storageThere was no additional inventory - there was actually less The movers can verify this: there were already boxes in the storage unitsSince there is joint responsibility, I think that it is reasonable that we split the overage cost: $2700-$1400: $ If Two Men and a Truck can show documentation that they provided $worth of boxes at no cost, I am willing to subtract that from the $1300, and then split that difference
The boxes that we provided the customer for their move day were as follows. 30 small boxes at $2.00 a piece $60. 50 medium boxes at $3.00 a piece $150.00. 7 wardrobe boxes at $14.00 a piece $98 and 5 large boxes at $3.50 a piece. All of these boxes were utilized in packing the customers home on the day of the move. This again was the greatest contributor to the length of the move. The customer also stated that 2 full trucks were utilized to complete their move. The 2nd truck that was sent due to the additional boxes and inventory was our small box truck. It holds approximately 25% of what my large trucks hold. I only point that out because the customer seems to be under the impression that the estimate provided by the information they provided was off by another full truck. When in reality it was off by closer to 25%. So again the vast majority for the time overage from the original provided estimate was the additional packing provided for the customer. We do not mind providing that service or the additional time that it takes to complete for the customer but as a pay by the hour service that does have an additional cost that was disclosed at the very beginning of the move. Though the customer says they had a walk thru estimate completed. If it was completed it was from a prior owner of this franchise and we have been unable to verify that that in home walk thru was ever completed. There was also a small increase in the time as we had to wait for the customer to rent another storage unit that they did not realize they needed until we were completing the move and the first unit was filled. We believe that we provided a valuable service the day of the move with flexibility to complete the move under changing circumstances that included a discounted rate for the 2nd truck and a substantial amount of free product in the form of boxes.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Unfortunately, it appears that this discussion is going to descend into a "he said, she said" discussion. Before we get back into the particulars of what was mentioned, the overarching issue is that a $1400 estimate that was a complete walk-through of the home ended up being $2700, and the fact that Two Men and a Truck [redacted] recognized that there was a problem on their end. The fact that the owner of the franchise called us personally to state that there was a problem and that he will look into it testifies to this. The main issue at stake is that the owner is not willing to own responsibility for the mistakes of franchise that he purchased. While the issue did not necessarily happen on his watch, he accepted the assets *and liabilities* that come with purchasing an existing franchise. That's the way it works. Also as a reminder, we had been boxing and moving content ourselves during the several months between the estimate and the move day. So clearly less content was in the home than when the estimate took place. So admitting to the fact that we did not have as much packed as we would have liked, we told the estimator that we would pack "most of it" - but not all - and in reality there was less in the home than when he estimated.I disagree with the amount of boxes stated above, but I can not disprove these numbers. What I CAN show is instances of waste. For instance, I have pictures of 2 of the wardrobe boxes listed above that contain...EMPTY BOXES. That's correct: they boxed empty, collapsed cardboard boxes. I would be happy to provide pictures if you'd like. Even so, performing the math on the boxes = $326. While I am not conceding to the number of boxes listed above (for I believe that the amounts listed are inflated), the difference between "my" portion and the owner would be: $2700-$1400=$650, $650-$325.50=$324.50. Finally, I will address the final 3 areas in which I will state that what the owner if Two Men and a Truck [redacted] is stating to be completely inaccurate: the size of the second truck, and the time to rent a new storage shed. Addressing the second truck, quite frankly the owner's statement is incorrect. My wife was onsite for the day of the move. She was there for both trucks loading and unloading. If the second truck was any smaller, it was such a slight difference as to be not noticeable. My wife had third parties onsite as well that can testify to this. Both trucks were packed completely. Trying to shift the discussion from "you had to get a second truck" to "the second truck was much smaller" is disingenuous. We would have known if the second truck was 1/4 of the size of the first. Secondly, the owner's verbiage would lead you to believe that there was a significant amount of downtime while we rented a second unit. The reality is, renting the second unit and having the movers begin loading it was less than 5 minutes. In seeing that we needed a new one, my wife walked to the front office, stated that she needed an additional unit, and the front office provided the number of the new unit and then immediately walked outside to remove their lock.I feel that I have been very patient and reasonable in this request, and all that I am asking is for Two Men and a Truck to meet me in the middle here. If they were willing to work with me, I would be happy to retract this complaint. However, it does not appear that they are willing to do so, and are standing by their original statement to me that "I am the new franchise owner, your estimate happened before me, so it's not my fault". If the owner feels justified to take this stance, so be it. If that's the case, I will feel justified to leave this complaint standing and let the readers decide for themselves what to think. I will also state that we did not move very far - 5 miles or so. So we still live in effectively the same area. If this complaint stands, I will also feel justified in pointing local people we come into contact to about this complaint, and let them also decide for themselves which Two Men and a Truck location they would choose to do business with.I will close with stating that the Two Men and a Truck [redacted] location (not [redacted]!) was fantastic from start to finish. Their estimate of the work involved was spot on, and the movers were fantastic.
Regards,
[redacted]
We at Two Men and a Truck always strive to exceed our customers expectations. As a Moving company we charge an hourly rate for our services. We provide an original estimate for the customer based on information they provide to determine the inventory that will be moved and an estimated...
length of time it will take to complete the move. We were under the impression the home would be mostly packed when we arrived. There was also some additional inventory from the estimate. Once we arrived at the home we completed a walk through with our customer and immediately determined that our estimate for the time of the move was to short with the amount of packing that had to still be done. Before we started the move we completed a revision of estimate (see attached) to inform the customer that the move was going to take longer than originally estimated and therefore increase the overall cost of the move. While we do not mind completing the packing for a customer or disassembling beds etc for a customer those things do take time. In the spirit of good customer service we opted to provide them an additional truck at no cost to help with the additional inventory as well as $325.50 of boxes at no charge. While we want every customer to be happy with their decision to use our services we do feel we adequately disclosed at the very beginning of the move that there would be additional time needed above their estimate to complete their move. When they informed us they wanted to complete their second move our schedule was already full for that day. Saturdays are our busiest moving days and therefore fill up the quickest in our schedule. We did suggest they call our [redacted] franchise to see if they still had any opening in their schedule and they were able to move them. We do feel that we have offered them a significant discount from the retail price of the move with the additional truck utilized on the move at no cost and the free boxes.
The boxes that we provided the customer for their move day were as follows small boxes at $a piece $ medium boxes at $a piece $ wardrobe boxes at $a piece $and large boxes at $a piece All of these boxes were utilized in packing the customers home on the day of the move This again was the greatest contributor to the length of the move The customer also stated that full trucks were utilized to complete their move The 2nd truck that was sent due to the additional boxes and inventory was our small box truck It holds approximately 25% of what my large trucks hold I only point that out because the customer seems to be under the impression that the estimate provided by the information they provided was off by another full truck When in reality it was off by closer to 25% So again the vast majority for the time overage from the original provided estimate was the additional packing provided for the customer We do not mind providing that service or the additional time that it takes to complete for the customer but as a pay by the hour service that does have an additional cost that was disclosed at the very beginning of the move Though the customer says they had a walk thru estimate completed If it was completed it was from a prior owner of this franchise and we have been unable to verify that that in home walk thru was ever completed There was also a small increase in the time as we had to wait for the customer to rent another storage unit that they did not realize they needed until we were completing the move and the first unit was filled We believe that we provided a valuable service the day of the move with flexibility to complete the move under changing circumstances that included a discounted rate for the 2nd truck and a substantial amount of free product in the form of boxes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below I will address each item below:
We at Two Men and a Truck always strive to exceed our customers expectations As a Moving company we charge an hourly rate for our services We provide an original estimate for the customer based on information they provide to determine the inventory that will be moved and an estimated length of time it will take to complete the move The above is not correct We had an in-person walk-through of the home, not a phone estimate The person providing the estimate estimated *after the walk-through* hours, guys, truck When initially trying to work with Two Men and a Truck ***, I was told that it was because I had an over the phone estimate When I told them that it was a walk-through and provided information that they could verify, I was told "the estimator that walked through your house is no longer with us, I'm the new owner of this franchise, so we can't be held responsible for what he quoted you."We were under the impression the home would be mostly packed when we arrived There was also some additional inventory from the estimate Once we arrived at the home we completed a walk through with our customer and immediately determined that our estimate for the time of the move was to short with the amount of packing that had to still be done. We had originally requested an estimate based on *most* of the items being packed While not as much was packed as we would have liked (due to illness - both of us had the flu weeks prior to the move), we not only had items packed since the initial walk-through, but had also packed content into boxes ourselves and moved them into our storage facility ourselves (over the course of several months) Therefore the comment about additional inventory is completely inaccurate In addition, this does not change the fact that two full trucks were required instead of one There may have been additional packing required, but there was less inventory than when the estimate took place.Before we started the move we completed a revision of estimate (see attached) to inform the customer that the move was going to take longer than originally estimated and therefore increase the overall cost of the move While we do not mind completing the packing for a customer or disassembling beds etc for a customer those things do take time In the spirit of good customer service we opted to provide them an additional truck at no cost to help with the additional inventory as well as $of boxes at no charge While we want every customer to be happy with their decision to use our services we do feel we adequately disclosed at the very beginning of the move that there would be additional time needed above their estimate to complete their move It was very clear on the day of the move that the estimate of what was to be moved did not match the estimate that took place My wife was asked by the team that arrived what kind of estimate we had done (which was an in-person walk-through of the home) While we were expecting that there would be additional cost due to the packing that needed to take place, a lot of the time spent was actually in packing a second truck and unloading the second truck into the storage facility As far as the additional truck at no cost: there was NO additional inventory - there was actually *less* As far as the additional boxes at no-charge, I am not aware of this If Two Men and a Truck *** can prove with documentation that we were given $of boxes at no cost, I am willing to subtract $from the difference in cost, and then divide that cost in half: $(our final cost) - $(initial estimate) = $(discrepancy) $- $(boxes) = $ $/ = $(Two Men and a Truck *** reimbursement).When they informed us they wanted to complete their second move our schedule was already full for that day Saturdays are our busiest moving days and therefore fill up the quickest in our schedule We did suggest they call our *** franchise to see if they still had any opening in their schedule and they were able to move them We do feel that we have offered them a significant discount from the retail price of the move with the additional truck utilized on the move at no cost and the free boxes The owner Chad initially contacted us directly to state that he recognized that there was a huge discrepancy between what we were quoted and what the final bill was Initially I was very impressed with this Chad stated that he would investigate what happened and then get back to us He stated to give him several days while he researched.Unfortunately, communications went downhill from there Several days turned into a week, and Chad would not return my phone calls, in which I left several messages with the front office The calls were not to harass, but were intended to not only find the current status, but also set up the second leg of our move, which was to move content out of our storage until into our new home Chad / *** would not contact me back, and therefore was unable to schedule my second move Since I felt that some kind of reimbursement was in order, I did not want to schedule with a different company since I would be paying full-price My moving budget for the ENTIRE move was consumed by the vast overage in the first move.When Chad finally called me back, I was told the following:He was the new owner of the *** franchiseMy in-home estimate took place before his ownershipThe estimator that came to my home did not work there anymoreHe could not get in touch with the old owner of the franchise (which I don't understand what difference that would have made)The issue was not his fault, and he could not help meI demanded that Chad give me *something*, and help me move - we had already moved out of our short-term (furnished) apt, and moved into our new home, and we had nothing other than what we brought with us to to the apt In other words, we were in our new house with nothing: no beds, furniture, etc Chad stated that he was booked on Saturday, which I understood I stated that we could do a Sunday move, which Chad stated flatly: "We don't move on Sunday" When pressing Chad to help me out with the second move, he finally offered the following:$estimate on moving us from storage to our new home (which was close to the ORIGINAL ESTIMATE)a 20% discountThe above had the stipulation that he required someone to go out and inspect the storage units to make sure that the estimate was accurate Which are the storage units that his own team loaded previously...Interestingly enough, someone called us from the front office shortly afterwards, and they stated that they might be able to move us on Sunday, and that she would get back to me I waited an entire day, and then got desperate.We did suggest they call our *** franchise to see if they still had any opening in their schedule and they were able to move them.For those reading this, please note that the *** location is a completely different franchise I was trying to avoid essentially going to a different company and paying full price again, when I felt that the *** location should be helping me out due to the initial overage. However, since it was clear that the *** location had no intention on working with me, I went to the *** location and explained the situation They were sympathetic, and offered me the following:guystruckhours: (I requested to just move the large items that I could not fit in a vehicle: beds, etc)~$500/$dollarsThis was far below Chad's offer, and they could move me on Saturday I set that up on Thursday for a Saturday move As I left the *** location, the *** location contacted me back to tell me that they couldn't move me on Sunday, I needed to schedule a storage walk-through, and we'd have to schedule a move time later the next week, or the week after I informed the lady that I was in the *** office and that they were willing to move me on Saturday, providing the above.Her response: "We don't have to move you anymore??? THAT'S AWESOME!!!! THANKS!!!!!!" ...and then she hung up.CONCLUSION:I feel that there is joint responsibility in this move To summarize:We did not have as much boxed as we would have liked, due to illness. Two Men and a Truck *** grossly underestimated level of effort moving our contents into storageThere was no additional inventory - there was actually less The movers can verify this: there were already boxes in the storage unitsSince there is joint responsibility, I think that it is reasonable that we split the overage cost: $2700-$1400: $ If Two Men and a Truck can show documentation that they provided $worth of boxes at no cost, I am willing to subtract that from the $1300, and then split that difference
The boxes that we provided the customer for their move day were as follows. 30 small boxes at $2.00 a piece $60. 50 medium boxes at $3.00 a piece $150.00. 7 wardrobe boxes at $14.00 a piece $98 and 5 large boxes at $3.50 a piece. All of these boxes were utilized in packing the customers home on the day of the move. This again was the greatest contributor to the length of the move. The customer also stated that 2 full trucks were utilized to complete their move. The 2nd truck that was sent due to the additional boxes and inventory was our small box truck. It holds approximately 25% of what my large trucks hold. I only point that out because the customer seems to be under the impression that the estimate provided by the information they provided was off by another full truck. When in reality it was off by closer to 25%. So again the vast majority for the time overage from the original provided estimate was the additional packing provided for the customer. We do not mind providing that service or the additional time that it takes to complete for the customer but as a pay by the hour service that does have an additional cost that was disclosed at the very beginning of the move. Though the customer says they had a walk thru estimate completed. If it was completed it was from a prior owner of this franchise and we have been unable to verify that that in home walk thru was ever completed. There was also a small increase in the time as we had to wait for the customer to rent another storage unit that they did not realize they needed until we were completing the move and the first unit was filled. We believe that we provided a valuable service the day of the move with flexibility to complete the move under changing circumstances that included a discounted rate for the 2nd truck and a substantial amount of free product in the form of boxes.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Unfortunately, it appears that this discussion is going to descend into a "he said, she said" discussion. Before we get back into the particulars of what was mentioned, the overarching issue is that a $1400 estimate that was a complete walk-through of the home ended up being $2700, and the fact that Two Men and a Truck [redacted] recognized that there was a problem on their end. The fact that the owner of the franchise called us personally to state that there was a problem and that he will look into it testifies to this. The main issue at stake is that the owner is not willing to own responsibility for the mistakes of franchise that he purchased. While the issue did not necessarily happen on his watch, he accepted the assets *and liabilities* that come with purchasing an existing franchise. That's the way it works. Also as a reminder, we had been boxing and moving content ourselves during the several months between the estimate and the move day. So clearly less content was in the home than when the estimate took place. So admitting to the fact that we did not have as much packed as we would have liked, we told the estimator that we would pack "most of it" - but not all - and in reality there was less in the home than when he estimated.I disagree with the amount of boxes stated above, but I can not disprove these numbers. What I CAN show is instances of waste. For instance, I have pictures of 2 of the wardrobe boxes listed above that contain...EMPTY BOXES. That's correct: they boxed empty, collapsed cardboard boxes. I would be happy to provide pictures if you'd like. Even so, performing the math on the boxes = $326. While I am not conceding to the number of boxes listed above (for I believe that the amounts listed are inflated), the difference between "my" portion and the owner would be: $2700-$1400=$650, $650-$325.50=$324.50. Finally, I will address the final 3 areas in which I will state that what the owner if Two Men and a Truck [redacted] is stating to be completely inaccurate: the size of the second truck, and the time to rent a new storage shed. Addressing the second truck, quite frankly the owner's statement is incorrect. My wife was onsite for the day of the move. She was there for both trucks loading and unloading. If the second truck was any smaller, it was such a slight difference as to be not noticeable. My wife had third parties onsite as well that can testify to this. Both trucks were packed completely. Trying to shift the discussion from "you had to get a second truck" to "the second truck was much smaller" is disingenuous. We would have known if the second truck was 1/4 of the size of the first. Secondly, the owner's verbiage would lead you to believe that there was a significant amount of downtime while we rented a second unit. The reality is, renting the second unit and having the movers begin loading it was less than 5 minutes. In seeing that we needed a new one, my wife walked to the front office, stated that she needed an additional unit, and the front office provided the number of the new unit and then immediately walked outside to remove their lock.I feel that I have been very patient and reasonable in this request, and all that I am asking is for Two Men and a Truck to meet me in the middle here. If they were willing to work with me, I would be happy to retract this complaint. However, it does not appear that they are willing to do so, and are standing by their original statement to me that "I am the new franchise owner, your estimate happened before me, so it's not my fault". If the owner feels justified to take this stance, so be it. If that's the case, I will feel justified to leave this complaint standing and let the readers decide for themselves what to think. I will also state that we did not move very far - 5 miles or so. So we still live in effectively the same area. If this complaint stands, I will also feel justified in pointing local people we come into contact to about this complaint, and let them also decide for themselves which Two Men and a Truck location they would choose to do business with.I will close with stating that the Two Men and a Truck [redacted] location (not [redacted]!) was fantastic from start to finish. Their estimate of the work involved was spot on, and the movers were fantastic.
Regards,
[redacted]
We at Two Men and a Truck always strive to exceed our customers expectations. As a Moving company we charge an hourly rate for our services. We provide an original estimate for the customer based on information they provide to determine the inventory that will be moved and an estimated...
length of time it will take to complete the move. We were under the impression the home would be mostly packed when we arrived. There was also some additional inventory from the estimate. Once we arrived at the home we completed a walk through with our customer and immediately determined that our estimate for the time of the move was to short with the amount of packing that had to still be done. Before we started the move we completed a revision of estimate (see attached) to inform the customer that the move was going to take longer than originally estimated and therefore increase the overall cost of the move. While we do not mind completing the packing for a customer or disassembling beds etc for a customer those things do take time. In the spirit of good customer service we opted to provide them an additional truck at no cost to help with the additional inventory as well as $325.50 of boxes at no charge. While we want every customer to be happy with their decision to use our services we do feel we adequately disclosed at the very beginning of the move that there would be additional time needed above their estimate to complete their move. When they informed us they wanted to complete their second move our schedule was already full for that day. Saturdays are our busiest moving days and therefore fill up the quickest in our schedule. We did suggest they call our [redacted] franchise to see if they still had any opening in their schedule and they were able to move them. We do feel that we have offered them a significant discount from the retail price of the move with the additional truck utilized on the move at no cost and the free boxes.