Two Men and A Truck

Don't go with this scam of a business. They'll quote you high and then double your quote while it's in process. On top of that, this was an all day affair. Employees did nothing but [redacted] the whole time. It's companies like this that are ruining this country. Save yourself time and money and just get some friends and do it yourself. Bad experience all the way around, in every aspect.

On 08/22/14, I hired Two Men and a Truck to move my belongings. This was my third time using this company. The movers were on time, professional, and moved quickly. They did not waste any time and were literally running to and from the truck to keep my time to a minimum. They wrapped and loaded and then moved all belongings into my new house with extreme care. There was no damage to any items. The movers put everything exactly where I wanted it and set up the beds. I would definitely recommend Two Men and a Truck and will use them myself for any future move needs.

TO WHOM IT MAY CONCERN: We have contacted the outside vender that was set to do the repair and we were told that the vender had left a couple of voicemails for the customer but, had received no response.  The last voicemail from the vender was left on 08-15-2017.  We now...

have been in contact with MS [redacted] and the appointment for repair is set for 08-24-2017.  We look forward to MS [redacted]s damage being repaired soon.  Thank you. D. [redacted]

The entire experience, from my first contact with the office staff, to the final unloading of the last truck was great. This was a difficult move and the guys did a great job. Everyone I encountered was friendly, helpful, courteous and professional. I will definitely call them again if needed in the future!

Initial Business Response /* (1000, 5, 2015/09/22) */
I've recorded 3 points of contact with this customer, trying to resolve the claims in a timely manner. 8/27 LDM, 9/3 LDM, 9/16 emailed. Waiting on customer to respond so we can move forward with resolution. Please call me asap XXX-XXX-XXXX...

ext. [redacted]@twomen.com
Initial Consumer Rebuttal /* (3000, 11, 2016/01/26) */
01/26/16: They paid for the one thing they broke, so this is resolved.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
                     the company took three trips in 2 days to get all of our things. My son's signiture is invalid due to me having guardingship of him.
I talked about it over the phone several times, that We needed everything moved to new address, not portions of it. How can one turn in apartment keys with things still in the apartment.I had to pay more rent to the complex as a result of movers not having everything out the first time.That extra rent comes out of my deposit. This should not be a big, huge surprise to a moving company.
    I was not informed in writing that movers would keep charging me more money over and over again for repeat trips. the prices were not put in writing either, and there was never a written contract. I was not informed in writing that movers leave before job is complete.I was not informed about signing paper work before job was started. I want to note that both my son and I were in a disabling car accident a year ago and needed the help from this company.They took advantage.

Initial Business Response /* (1000, 6, 2014/11/21) */
Ms. [redacted]'s move was estimated for 6 hours (see attached confirmation letter emailed to customer on 9.30.14, 2 weeks prior to the move).
Every move is different, and we always recommend customers *not* compare their current move...

with a previous one, because they are different scenarios (access is different, levels of preparation can be different, distance can be different, etc.).
I understand what she believes about how long the move *should* have taken, and I fully empathize because I recognize that moving isn't cheap, but the fact remains that my customer service rep gathered the information for her move, and booked it out for 6 hours. Based on our experience with similar move, 6 hours was appropriate to plan on for Ms. [redacted]'s move.
Her move took 6.75 hours in total, and she tipped my movers $90.00.
Shortly after completion, Ms. [redacted] spoke with my sales manager, [redacted], and was a.) offered 10% off the move total as a customer service gesture, and b.) informed that our repair professional, [redacted], would be contacting her shortly to work out a schedule a time to take care of her damages. Ms. [redacted] quickly dismissed the offer of 10% off, and said she wouldn't accept anything less than 50% off her move costs.
I see that she is now demanding well *over* 50% off her move costs. We are unwilling to refund her 50% or the current 55%, but I am willing to talk about a 15% discount.
Regarding her damages, Ms. [redacted] has been talking with [redacted]; trying to find a time to have him come out to make the repairs. In fact, she spoke with [redacted] last week, so it will happen as soon as she can work him into her schedule.
This is obviously not the way we want a move to end up. We take our work, and our reputation, very seriously, but we also recognize that we can't please everyone. I believe my offer to refund an additional 5% off her move costs to be a reasonable response; given that the repairs are not really a factor because it is just a matter of scheduling at this point.
Whether this will be sufficient for Ms. [redacted], I do not know, but beyond the repairs of her damages, we are not willing to offer more than a 15% discount.
It is my sincere hope that we can come to an amicable resolution. Please call if you have any questions. Thank you very much.
[redacted]
General Manager
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it very interesting that he has avoided responding to the photos I attached or address the complaints I made about the movers.
Both locations I have moved from and to are exactly the same lay out.
Just because I'm in contact with [redacted] with the repair company does not change the amount of damage or less than satisfactory work they provided.
Me tipping the movers doesn't change the poor work they did. They did perform a job and I was raised no matter how horrible service you receive, you should always tip because it's not entirely their fault. The movers need to be trained properly or the company needs to hire efficient movers.
Final Business Response /* (4000, 17, 2014/12/29) */
Two Men And A Truck is disappointed that the situation has come to this, but I can only offer a 15% discount for Ms. [redacted]'s move.
While I recognize this will likely not please Ms. [redacted], I feel that it is fair.
I wish all involved happy holidays, and I hope that we can move on from this point. Thank you.

In regards to complaint ID [redacted] . March 12,2015 Two Men And a Truck was contracted to do a move for Ms. [redacted]. Ms. [redacted] was given an estimate of 1.75 hours based  on the drive time and  the information we received regarding the items she wanted us to move. The drive time to and...

from the office and between both pick up and drop off locations was a total of 45 minutes (.75) by itself. At the completion of the move Ms. [redacted] was given a bill (minus the deposit) for $87.00 dollars. Ms. [redacted]'s total move was 1.75 hours and $203.00. Ms. [redacted] did pay a deposit of $116.00 which left a balance of $87.00. at the completion of her move. Ms. [redacted] instructed the movers to charge the balance of $87.00 that she still owed to her Credit Card. The 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 13,2015 per Ms. [redacted]'s authorization we attempted to run her credit card for the balance that was still owed. Ms. [redacted]'s credit card declined for the $87.00. 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 successful. We attempted to run Ms. [redacted]'s credit card one more time and the card declined again still leaving a balance owed of $47.00 dollars. We attempted to contact Ms. [redacted] but we were unsuccessful in reaching her. Ms. [redacted]'s  account was then turned over to our collection department. On March 27,2015 after not being able to reach Ms. [redacted] our Accounting Department again tried running Ms. [redacted]s credit card and the balance owed was accepted. However when running Ms. [redacted]'s credit card on March 27th we inadvertently ran the credit card for the full amount of $87.00 rather then the balance owed of $47.00.  We acknowledge Ms. [redacted]'s concern regarding the charge from her bank of $35.00 and will reimburse her for this cost.On March 28,2015 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 $40.00 that we accidentally overran her card for. We have attempted to contact Ms. [redacted] to no avail to set up an appointment to investigate into her concerns of the length of her more. Until 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 charged. We will again attempt to contact Ms. [redacted] on Monday April 6,2015.

From Start to Finish TWO MEN AND A TRUCK Central Connecticut is a 'best in moving' class, experience. Before the move: booking, answering questions, following up to be sure everything was accurate for the day of ...excellent. Moving day went amazingly smooth...call 'We're on the Way' with accurate times from pick up to delivery, for this out of state move. This, our 3rd move with them, was for our family elder. They were unmatched in loading/unloading, care with everything, all securely wrapped arrived damage free. Best of all was the attitude of Cody, Mike and Rashan. They treated our family and every person they encountered at our destination with respect, moving with quiet voices, speed and efficiency. We couldn't be more grateful for this, and highly recommend them for your next move!!!

Initial Business Response /* (1000, 5, 2015/03/05) */
After the move was performed, the customer performed a visual inspection of our truck to ensure all items were unloaded and the truck was empty. Customer signed the truck release form acknowledging we moved all requested items. Per our...

terms and conditions/bill of lading, we are not responsible for items that are lost.

September 8,
2014
RevDex.com Complaint I.D. [redacted]
Customer
[redacted]:
Regarding
difference of estimated cost to actual cost:
On July 23,
2014 Two Men And a Truck did an onsite visit for Mr. [redacted] and provided him a
hand written estimate of $1160.00. The estimate...

was based on the items that Mr.
[redacted] stated that he wanted us to move. His scheduled move date was to be
September 6, 2014. On the hand written estimate it was documented and noted
that the estimated cost was based on only the items listed as discussed with
Mr. [redacted]. Mr. [redacted] was also given a written copy of this estimate. On
September 6, 2014 the day of the move when the Movers arrived Mr. [redacted] stated
that he now also wanted the contents of his garage moved as well as other items
that were not noted on the estimate sheet that was created during the onsite
visit of July 23, 2014. The Movers did explain to Mr. [redacted] that they
acknowledged that he was adding additional items but also informed Mr. [redacted]
that due to the volume of the additional items he now wanted to move they were
recommending a second truck be sent out as with the additional items everything
would not fit on one truck. Mr. [redacted] approved the request for the additional
truck and one was dispatched to his move from address. With the additional
truck and 2 movers as well as the additional items and the time it would take
to move them the cost to complete the move did exceed the original estimate
that Mr. [redacted] was given on July 23, 2014.
Regarding
missing item (Margarita Maker):
With the
additional items being requested to move the garage items were primarily boxes.
Two Men And a Truck did not pack any items for Mr. [redacted] and were only
contracted to move the items. In addition to Two Men And a Truck moving the
boxes Mr. [redacted] also had family members moving boxes in their personal vehicle
at the same time. Mr. [redacted] did not stay at his original pick-up location but
went to his new location as the vehicles were being loaded. As explained to Mr.
[redacted] the movers (seeing they did not pack any items) would be unaware of any
contents of any of the boxes and literally would not know what was in them.
With boxes also being loaded into a personal vehicle we would not have any
control as to what boxes would be in any specific vehicle. Two Men And a Truck
is unaware which of the vehicles would have transported his missing items or
that the missing items even existed. Mr. [redacted] did sign off at the end of the
move that all items were removed from the truck as he visibly observed that the
trucks were empty prior to him paying his bill and releasing the trucks to
leave.
Regarding
left items at pick up location:
Mr. [redacted]’s
wife after doing a walk through with the movers prior to them leaving the
pick-up location did sign off on the paperwork that all items that they had
wanted us to move were removed from the property were on both of the trucks
prior to them proceeding to the drop off location.
Two Men And
a Truck does try and provide the best customer service during the move as well
as follow through after the move. If any questions or concerns have arisen
during this time we do investigate these concerns and will rectify any concern
caused by our movers or our Company.

[redacted], My sincere apologies that your claim has not been handled yet. From my notes and email threads there was a conversation between [redacted] from our office and yourself on 9/30/2015 regarding the settlement. After the conversation [redacted] sent an email to confirm how you would like to...

be compensated (check, refund to Credit Card, etc..) but never heard back. We left additional voicemails including three over the last week to confirm the same. In an effort to close your claim we will send a check in the amount of $40.00 (per your conversation with [redacted]) to the below address:[redacted].[redacted]Again, I apologize for any inconvenience this may have caused you. Please reach out to me with any questions or concerns.  [redacted]

It is very hard to determine a cause to any concern regarding electronics as when we are in the process of the move itself usually all electronics have already been disassembled by the customer prior to our arrival. We are unaware if the item in question actually worked prior to us moving it or not....

With the weight involved regarding the sub-woofer the movers did state that they did carry the sub-woofer into the basement at the drop off location but at no time did they actually drop it. In regards to good customer service we are willing to contact our customer and make arrangements to have the sub-woofer checked out professionally. If it is determined that the concern to the sub-woofer was caused by our movers we of course are willing to accept the cost to repair it but after being checked out and the concern is not moving related we would not be willing to adhere to the cost to repair it.

Would NOT recommend this business to anyone. Service is substandard, and owners when confronted about damages become rude, irrational, and outright hostile. Movers damaged new hardwood flooring, completed 18 hours prior. The franchise owner wanted me to use their contractor, who would have used filler putty and a magic marker to "repair", or hacked out the damaged section and replaced in inappropriate manner. An section 4'x12' needed to be replaced to repair damage in center of same. Owners refused to pay for my contractor to complete repair.It has taken over 2 moths to receive non generic reply from corporate customer service This was unacceptable. The following is my initial correspondence to customer service, recounting interaction with franchise owner.
Sir or Ma'am,
This shall serve as a formal complaint. My wife and I used your franchise located in Dover, De, on 22 February 2014. Although the crew sent to us was 20 minutes late, they were pleasant enough. The loading process went relatively smooth. However during the unloading there were issues, which continued through today with the franchise owner [redacted], which shall be addressed also.
While unloading into residence, no protective covering was placed on hardwood flooring, which had been completed 18 hours prior, in other words new flooring. The crew was moving a couch through the entryway, the couch had been stood upright, at base of stairs. When the movers were trying to line up couch to take up the staircase, a scrapping noise was heard, they ceased movement briefly, and then resumed, causing further scrapping sound. They proceeded to move couch without concern, nor verbal acknowledgement of same. When pointed out to the crew, their response was neither apologetic, nor empathetic, more so seemed dismissive. One of the crew members asked if I was sure that damage wasn't old. When he was advised that flooring was completed 18 hours prior, I was met with a dismissive reply of "That's what insurance is for".
The crew completed unloading furniture and began to set up same in master bedroom. During this time one of the crew members prepared bill for services, and remaining crew neglected to finish task of set up.
The bill completed, as well as damage form. I was advised that it would be submit upon their return.
On 25 February 2014 received a message from [redacted] regarding damage. I returned call and subsequently spoke with [redacted]. [redacted] advised me that they would have a repair person come to fix said issue. I advised him that I would use my own contractor, and they would be responsible for payment. I understand this may be a little unorthodox, however, with flooring having been finished 18 hours prior, the original contractor should perform repair, for continuity of quality. I advised [redacted] that I would forward photos of damage, as well as invoice from my contractor, to which he agreed would be paid in full upon satisfactory completion of repair.
[redacted] was also advised that payment to him was placed on hold/in dispute until repairs completed, and paid in full, to which he also agreed. When contacted through your office, I shall forward any documented communication as well as photos.
Which brings us to this morning. I received a phone call from [redacted] at 0825. [redacted] informed me of their contractor, and how the insurance paid for repairs. After listening to her details, I advised her, I would be using my own contractor, at which point [redacted] began speaking over me in an agitated tone of voice. [redacted] would not allow me to complete my statement, to the point of my advising her that if not allowed to complete my statement I would be hanging up, and investigating further options, up to litigation. [redacted] continued to speak, I subsequently hung up.
At 0828 [redacted] called me in confrontational and agitated tone. He advised me that no one speaks to his wife like that, and that I could call anyone I wanted, and he was not paying for any damages. [redacted] then hung up. At 0829 this date, I returned a phone call to [redacted], who gave the most unprofessional display of customer service I've seen thus far. [redacted] continued to express himself in an extremely agitated tone, and began to use aggressive explicit language, I. e. telling me to "[redacted] off", "I don't give a [redacted], I'm not paying [redacted] thing", and ended conversation before hanging up on me with "Go [redacted] yourself"
I will tell you that this is UNACCEPTABLE!!!! I am appalled by this lack of professionalism. At this point it is not even about the inconvenience of damaged property/goods, it is the abhorrent treatment and customer service given by a franchise owner. Behavior such as this should not be tolerated in the business community, nor will it be tolerated by me. And based upon [redacted] level of agitation, statements and irrational behavior on the phone, I also have concerns about the safety of my family and property.
I shall be filing complaint through the Revdex.com, as well as state consumer protection/affairs office. You claim to meet and exceed customers’ expectations, as well as treat possessions and customers with care and respect. Sorry to say that this franchise, especially its owner, [redacted] have fallen very short of this mark. I can say with certainty that I would not recommend your company, and have been sway from using any moving service should the need arise again.

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.
Regards,
[redacted]

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.
The only voice mail I received was the initial call back from [redacted](sp?) in late June.  No one has called me back since.  I gave them two phone numbers to reach me at (home and work), and no one ever called me.  I am through with this company.  Obviously, they twist the facts and I will never use them again.  Nobody has bothered to call since I contacted the main corporate office.  I am finished with this company and want to put this all behind me.  They are a terrible business to deal with.  I will never recommend them to my family and friends.  I do not want any more contact with them.
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. I have sent a copy of my complaint to the email address offered by the Revdex.com and am awaiting further response.
 
Regards,
[redacted]

My two movers were very professional, on time, attentive to my belongings, and fast. This is the ONLY moving company I will recommend to my friends!

I recently needed a very last minute move and Marilyn at Two Men And A Truck helped me schedule it and set it up so nicely. She was really friendly, professional and so accommodating. I can't believe we pulled it off with little notice and over a weekend. In addition, the things had to be picked up and moved into a storage unit without me even being there. Clarence and his moving team were great. He called me several times to update me on his progress and everything went perfectly. I found the entire experience stress free and painless, which is incredible when you're talking about moving! These guys are trustworthy, super, the best!

Both movers were polite, professional, and prompt. (I really like prompt!). They were neat and clean (both in their clothing/manner and in the move). They wrapped our furniture/file cabinets and didn't ding any walls, doors, or other furniture. They lifted/scooted and moved the furniture SAFELY!! They quickly made their way up to our plant location and off-loaded furniture. I was completely pleased with this move. Thank you