Two Men and A Truck Reviews (971)
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Two Men and A Truck Rating
Description: MOVERS, MOVING SERVICES-LABOR & MATERIALS, MOVING SUPPLIES, PIANO & ORGAN MOVING, MOVERS - OFFICE, MOVING & STORAGE COMPANY
Address: 4230 Industrial Center Ln NW STE 200, Acworth, Georgia, United States, 30101-6706
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This is the worst experience I have ever had with any company. I had ordered movers through two men and a truck for a friend. I spoke with the manager to get the move scheduled. I told him that I would be paying and the owner would be telling them the address in *** for where everything would be taken. The owner told me that would be no problem at all, they would make a note to not charge the homeowner, and all he needed for the end location was a zip code, that they could get the exact address from the homeowner when they get there.
I was estimating the amount of items when I scheduled this with the manager at two men and a truck. I said that I don't live there, but that it shouldn't be more than 46 boxes, a couch and a table. He told me it would be max $450 for this move. When the company got to the house, they told the owner that there was way too much stuff and was not accurate for the move they had been told to completed. I called the main contact for the move, her name was ***, with two men and a truck. I called her to discuss. I asked if they could just move the boxes (there were 30) and two more large items. The owner said she had a couple night stands, a washer and a dryer. So, there was no couch or dining room table, but there were a few other large items. The mover, ***, told me she was leaving the premises because the job was no accurate for the order placed. She was driving away. I asked her to please not leave? And just do the move with what they are able to load. The owner was planning on moving a lot of things themselves. This was just to help them. She agreed to turn around.
I know that the large items are not accurate, but what is the difference between a dining room table and a few night stands? She agreed to turn around but said she would only move boxes. No large items. I have never experienced a company LEAVING a property when they are just simply miscommunicating with someone. She also told me that she didn’t have any payment on file and they had no idea where they were going for this move. I told her that when I originally spoke to the manager to order the move, he only needed a zip code and I could pay at the end. She hung up. I called the main office to put a card on file so that I would not have to risk the company leaving again.
I was told originally that the movers would show up at noon. I was told on the day of the move that the arrival window was between 12-3. They showed up an hour and a half after the arrival window – at 4:30. They told me it would be a two-three hour move originally, and when they got to the house they told the owner they had to load everything up by 5. The place they were going to in *** was only 25 minutes away. The homeowner said the movers stood around outside and didn't even start moving stuff right away. When they got to the storage unit it only took them 15 minutes to unload everything. The homeowner said some things were broken inside boxes and they were extremely rude about it.
I was then charged $615 when they originally told me it would be $450 max. And I don't even think I should owe $400 for the quality of service we were given. It was such a terrible experience and when I called him to calmly discuss it this morning and asked for a refund so that I would only be charged the 450 (which I think is more than fair) he refused. He also told me that he had a phone recording of everything we have discussed previously. I never gave consent for any conversation to be recorded. However, I would be more than happy to hear this recording he claims to have, as it will only prove my case further.
This company did not even move the items that we wanted. They only moved 30 boxes, no large items, and charged $235 more than originally quoted. They were extremely rude and would not help me resolve this issue at all.
We do apologize for any inconvenience that was experienced on this move. To address the concerns, our service is based on an hourly cost and amount of time a specific service takes (along with round trip drive time). The estimate for this service was a range between 2-3.5 hours, we always account for a range on jobs since it is time based and to give a broader idea give or take. Ultimately, service is billed at what the jobs takes time wise. The same goes with arrival windows. We provide an estimated time of arrival, we do have job lines stacked throughout the day and we can not guarantee an arrival time. We provide a four hour window of arrival, with a call ahead prior to dispatching our crews. The particular window for arrival on this job was 12 PM-4 PM. At around 1:30 PM our movers called Ms. while they were on the previous job, as a courtesy to let her know that we were tracking at the end of her arrival window for that day. *** informed my guys that they had to be there before 3 PM and my crew said they were told it was because a closing was happening at 5 PM that day. I then reached out to *** via text and let her know that I cannot guarantee that my crew will be to her before 3 PM as they were on another job. I also, at that time, verified the inventory as our time allotted for her move was 2-3.5 hours. She said that the items listed were correct as to what was to be moved, but there may be more items. I let her know we were tracking for arrival between 3PM-4PM at that time, but would keep her updated if it changed. In regards to the payment and *** covering that, there was a failure of a notation being put in the system of who was to pay for the service upon completion. I apologize for that oversight. Our typical process is working with the actual customer on site, *** was not on site for this service at any point. We spoke with her once our guys arrived and she informed us she was paying for the service. We secured a credit card on file and she authorized over recorded line to run the card for the bill once they were done. My crew arrived to the location at 4 PM, however, upon arrival entire street (dead end) was blocked off by a tree trimming company. My crew called me to let me know, and I informed them to park our truck and walk to the customers home to speak with them. After speaking with the customer at the residence, my crew called to let me know that per the customer "the tree trimming company should have been done by now we figured". We located the workers for that company and they told us they would be done in 15-30 minutes. This is time billed to the customer, as we a , as we are on site and my guys are on the clock from the time they depart our office. Finally, the crew were able to get into the home. I once again received a call from them, they let me know that in addition to the boxes that there were 10-12 more pieces of furniture to be moved. At that point we would have been exceeding the original estimate on time from 2-3.5 to between 4.5-5.75 hours. This would have put the crews out past their allotted time per our regulations. I reached out to *** to let her know that there were more items than anticipated and that we would only be able to get what was allotted for on her original estimate. She was upset at this point because the guys had asked her "clients" about how they were to take payment, and her "clients" were expecting everything to be moved and we told them we could not. She is the realtor for these customers and set up the move and was paying for it for them. *** began getting combative on the phone with me, and understanding she was frustrated, I told her that if she is not happy with the guys or our service we will go ahead and cancel the service for the day. My workers do not have to work in a hostile environment. *** asked me to not cancel the service and to just move what was listed. I told her we could do that, and I called my crew to tell them to stay on site and move the inventory listed. My crew ended up moving all of the boxes, a buffet table, and a desk for the customer. The service from start to finish was 3 hours. This fell within the estimated time. The boxes that were packed by the customer we had documentation signed PRIOR to doing the move that we are not liable for customer packed boxes. That is our procedure, we do not cover items not professionally packed by us. I do apologize if things were broken. Upon completion of this service the customers that were actually on site said they were okay with everything, they were more upset with *** and an error that was done on their closing, which we have no parts in. They did not give any negative feedback on my crew of guys.
I am not sure where the asking of $235 reimbursement is coming from, as stated in *** own complaint she was estimated at $450.00. Her final bill was $615.00 which in her account would only be a $165.00 difference. *** actual estimate was between 2-3.5 hours for $435-$660 with three men.
Do not use - unprepared and unprofessional, rude and non-accommodating. They were booked to move a piano and an organ from our basement to a storage unit. They were given complete access information including the 15-20 steps in soft grass when booked. They arrived and decided they were not equipped to handle the project. We were told to call and reschedule and upon trying to do so the woman in the office, Natasha, became argumentative with my husband and now refuses to return to complete the job. Her drivers also turfed the neighbor’s grass when backing out and the company has a hold on my bank account for $140! I want my money released and will never make the mistake of choosing them again.
We apologize that the customer is not satisfied with the way in which their services were handled. Our goal on every move is to ensure the team members and customers goods are handled as safely as possible. While we were made aware of the 15-20 steps in soft grass, we had no control over the rain we received in the area. The rain softened the grass to a point that our team did not feel we could move the goods safely. We encouraged the customer to reschedule, and were told to purchase boards, to get it done that day. As a professional organization, that has served the community for over 10 years, we have policies and procedures that are followed on every move. The requests to complete the service that day and how to do so went directly against our policies and procedures. Our bookkeeper has processed a refund to the customer for their initial deposit in the amount of $132.50. The customer should receive this in 3-5 days, depending on their banks policies.
The customer signed off on cents per pound for any damage that occurred during the move The attached sheet above shows where the customer signed off on this The glass only weighed pounds and the lamp was around pounds as well So we paid her out more than the cents per pound that was agreed to We called the day after the move and the customer said everything went very well with the move and had no complaints other than the damageThanks, [redacted] Two Men and A TruckAssistant General Manager
This customer has received a total refund of $out of customer service
I have already ordered a new light fixture for [redacted] and he has received the itemA vendor by the name Western Furniture Repair has the table for [redacted] and is in the process of refinishing it as we speak
Revdex.com:At this time, I have not been contacted by Marcum LLP regarding complaint ID [redacted] Sincerely, [redacted]
***, My sincere apologies that your claim has not been handled yetFrom my notes and email threads there was a conversation between [redacted] from our office and yourself on 9/30/regarding the settlementAfter the conversation [redacted] sent an email to confirm how you would like to be compensated (check, refund to Credit Card, etc..) but never heard backWe left additional voicemails including three over the last week to confirm the sameIn an effort to close your claim we will send a check in the amount of $(per your conversation with ***) to the below address: [redacted] ***[redacted] , [redacted] ***Again, I apologize for any inconvenience this may have caused youPlease reach out to me with any questions or concerns [redacted]
We (Two Men And A Truck) have spoken to [redacted] [redacted] and [redacted] have agreed to have the total cost of the move brought down to the original estimate which equates to a $refund [redacted] and [redacted] have also worked out all details to have the couch and hutch door repairedAll issues have been addressedAs far as we know there are no more issues to coverIf this conflicts with anything [redacted] is saying please have [redacted] contact us and we will happily work out a solution
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Mr[redacted] is dismissing the fact the fact that the damage did not occur to my property per contract, BUT to another business’s property ( [redacted] ) rendering contractual option voidThe vendor hired to inspect the damage is clearly biased in favor of Two Men and a Truck as when they were onsite they informed [redacted] that the door and frame must be replaced and could not be repaired; they even pointed out damage caused that [redacted] had not noticedYet, the vendor produced a bogus document to Two Men and a Truck stating the door could be repairedClearly there is an untruth and after seeing the damage myself, it is clear that both the frame and door must be replaced and where the untruth lies.I was a tenant of [redacted] for years and am in business with them as their digital marketing partner, but that has no weight with this claim as after all I am no longer a tenant and they are billing me $3,under the threat of lawsuit which they are entitled to as I hired two men and a Truck and they are technically guests that damaged their building with nothing being reconciled.Mr***s car comparison is invalid as the comparison should be: Buying a car, driving halfway across the lot when a dealership employee driving a truck was told and understood that a car was crossing the parking lot and not to hit it, sees the car and intentionally drives into it totaling the carDoes the dealership then repair the car or does the customer get a new car? Mr[redacted] is treating this as an accident, BUT it was notHis Men were told not to hyperextend the door as help was on the way to remove the doorHis men fully understood this to the point that they stopped the hourly billing clock to wait for the door removalShockingly, they still hyperextended the door causing all the damage that Mr [redacted] agrees occurred.I should not be paying for their damage; they should pay for ALL the damage they caused, NOT some bogus and absurd partial payment rendered in hopes of closing this case I have attached both true repair invoices to render emergency repair the day of the damage and cost to replace the frame and door These replace the bogus and biased repair estimates submitted by the inspecting vendor Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The organization is not being truthful about the overall experience and did not answer all my questionsThey provided weak examples For example, they stated that I was contacted promptly for the wall damageI had to reach out to them days later asking when our wall will be repairedIf they followed their standard process, the wall might have been repaired within a reasonable time but they didn'tThe additional credit is not acceptable and does not fit the poor quality of serviceThank you, Regards, [redacted] ***
From the planning tool on the website to the follow up by the office staff, ***, to the confirmation letter outlining the move details, and the appointment call to re-confirm, everything about the move was as it should be The estimate was approximately what I expected The highlight was ***'s crew of himself, [redacted] and [redacted] arriving as scheduled, establishing the move day details, conducting the walk through, explaining the paperwork and getting right down to the move itself Moving is stressful by itselfTheir focus on customer communication, care for our possessions and genuine concern for our move relieved our fears They stayed on schedule wrapping up the load out before lunch We then ate lunch with them to demonstrate our appreciation for their efforts Once completed we went in to the first unload which was a second floor delivery Overcoming the narrow stairway with ingenuity and sheer strength, they quickly had the first unload completed We then moved to the second unload where they provided advice and support on how to best load the space to optimize use of the available unit We finished on time, on the planned schedule and right on budget We are per cent satisfied with the Two Men and a Truck support staff, the tremendous teamwork ***, [redacted] and [redacted] provided for our move and the overall experience We thank you!
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 I appreciate the response from Two Men and A Truck, however, there are some errors with their response Yes, the contractor could have come at 7:in the morning, but both my husband and I leave at 7:for the standard work day beginning at 8: We were not comfortable leaving a stranger in our home by himself Yes, I did end up being at home with my premature, newborn infant while the repair man was there We had to move the baby and I, as well as his medical equipment, to the basement for the day to remove us from the chemical fumes I hadn't planned on being home that day, as his birth was early and unexpected My husband, however, had been the one planning on being home that day and was there also, having had to rearrange his schedule the week prior and take off work for the repairs.The issue of the dirt and fraying on the couch was not pushed further with the repair man, as he made it clear that he could only repair wood furniture damage It would have been a silly to carry on about it to him, as he wasn't the correct person to address the situation I did mention the missing box to two separate people at Two Men and A Truck I'm sorry if my complaint wasn't acknowledged I didn't push the issue of the missing box as hard as the furniture damage, as I have no good explanation of what may have happened to the box and didn't want to make accusations.Ultimately, all I wanted was a response from the company They state that they will replace the grill cover, but then never call back to make arrangements, despite numerous phone calls Had they ever returned my call, this would have been avoided Regards, [redacted]
This customer was offered the $as a settle based on the valuation of there goods which they chose $per poundThe weight of fridge translated to $
Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ We did complete a move for Mr [redacted] In the Terms and Conditions section of our Bill of Lading, it states that we are not responsible for wood items damaged that are made of pressed board/particle boardItems were moved safely, and broke because they were not structurally sound, not due to negligenceI offered a $refund as a gesture of customer service sakeAs far as the move, the customer had more furniture than he said he hadWe offered to move the remaining items at a different date, and he declined to do so
In regards to complaint ID [redacted] March 12,Two Men And a Truck was contracted to do a move for Ms [redacted] Ms [redacted] was given an estimate of hours based on the drive time and the information we received regarding the items she wanted us to moveThe drive time to and from the office and between both pick up and drop off locations was a total of minutes (.75) by itselfAt the completion of the move Ms [redacted] was given a bill (minus the deposit) for $dollarsMs [redacted] 's total move was hours and $Ms [redacted] did pay a deposit of $which left a balance of $at the completion of her moveMs [redacted] instructed the movers to charge the balance of $that she still owed to her Credit CardThe movers noted this on the paperwork and also gave Ms [redacted] a copy of the billing where she authorized the payment.On the morning of March 13,per Ms [redacted] 's authorization we attempted to run her credit card for the balance that was still owedMs [redacted] 's credit card declined for the $We attempted to run the credit card for a smaller amount ($25.00) and then again for another smaller amount for ($15.00) and both transaction's were successfulWe attempted to run Ms [redacted] 's credit card one more time and the card declined again still leaving a balance owed of $dollarsWe attempted to contact Ms [redacted] but we were unsuccessful in reaching herMs [redacted] 's account was then turned over to our collection departmentOn March 27,after not being able to reach Ms [redacted] our Accounting Department again tried running Ms [redacted] s credit card and the balance owed was acceptedHowever when running Ms [redacted] 's credit card on March 27th we inadvertently ran the credit card for the full amount of $rather then the balance owed of $ We acknowledge Ms [redacted] 's concern regarding the charge from her bank of $and will reimburse her for this cost.On March 28,Ms [redacted] did call into our office to address her concerns and we issued a refund back to her credit card for the overdrawn amount of $that we accidentally overran her card forWe have attempted to contact Ms [redacted] to no avail to set up an appointment to investigate into her concerns of the length of her moreUntil we are able to reach Ms [redacted] and set up an appointment to review her complaint with her we are not willing at this time to reimburse Ms [redacted] for the amount she feels she was over chargedWe will again attempt to contact Ms [redacted] on Monday April 6,
I have spoken with *** A check has been written for $to reimburse the warranty that her husband had purchased Since the warranty had been purchased the repair was free for *** [redacted] will be responding to me and to you once she receives the check
Hello [redacted] I received you concerns from the Revdex.com and I re-opened your file to have a look at your concerns I see that you received some compensation, but not nearly what you felt is fair Out of customer service I would like to provide you with an additional refund of hours’ worth of time ($201) This refund will be applied to the card ending in *** Please allow 7-days for this amount to reflect in your account Thank you, [redacted] ***Customer Satisfaction DepartmentTWO MEN AND A TRUCK® Tell us why here
Two men and truck will not respond to damage report that occurred on X-XX- XX.numerous calls made to office and no one will return calls
Excellent, prompt service Good follow up
TO WHOM IT MAY CONCERN:I would like to apologize to MS [redacted] for our company not meeting or exceeding her expectations At Two Men And A Truck we take customer service very seriously I am going to issue a check for a full refund that MS [redacted] is asking for The check amount is $I will be mailing it to the address listed in this complaint I am also going to look into everything about her move and take appropriate action to strengthen our customer service performance in the future I can only hope that MS [redacted] can accept my apology and give us another chance to show her what we are capable of in the future Thank you so much[redacted]