Two Men and A Truck

No complaints with my January 2016 move. All the staff (estimators, office, movers) were courteous and conscientious. They were very understanding and helpful with my changing dates and the estimate was on the target. I highly recommend them.

I had used Two Men and a Truck for a local Ft. Wayne move a couple of years ago. Their management gave one of the movers my telephone number, and this creepy guy was sending my obscene text messages for over a year after I moved. If I blocked his number, he texted from a new one. I called the company multiple times, and they informed me that this guy had been fired or otherwise left.

When I was moving from Ft. Wayne to Toledo, I needed help. I was in a wheelchair with two broken ankles. I could not find an affordable mover. I called Two Men and a Truck, explained my previous experience, and they confirmed that this guy had left the business. They were committed to helping. They sent a guy out who didn't even bother to walk upstairs, and gave me a $1500 estimate to move all of my stuff.

Long story short, these movers come in, bulldoze my stuff out of the house, and I drive separately to Toledo. They LEFT MY ENTIRE BEDROOM CLOSET, BATHROOM, AND A SEOCD BEDROOM. They didn't move it! When I discovered that half of my belongings were MIA, they told me that they would need to charge me another $800 to deliver them! I was in a wheelchair, so shame on me for not crawling up the stairs to check that they had moved what we agreed to, but honestly!

They are completely unprofessional, and they hire ex-cons who stay with them for a few weeks.

Please BEWARE before you engage this company in doing anything for you! I am filing a claim in Small Claims court to try to recover some of the money that I had to pay a second moving company!

Ms. [redacted],       I apologize for the delay, I was having trouble contacting one of our vendors and wanted to be sure they were the right vendor for your job. I have reached out to the email you provided for the flooring damage and am awaiting a response. I have also...

contacted a vendor for the damages, and they will be reaching out to set up an appointment. We will also be reimbursing you for the other damages that are not repairable by a vendor.   Please keep in mind that we try our best to settle all claims with our customers as soon as possible however, problems do arise that limit our ability to quickly move forward. For any further questions, please reach out to our office and we will be sure to get this settled ASAP. Thank you

Initial Business Response /* (1000, 5, 2015/10/26) */
We are accepting responsibility for the damaged sofa. I am awaiting an email/receipt from customer of the damaged item. Once received, I will determine current fair market value on the item and settle/close out this claim. I called...

customer today and LDM with her.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive the voicemail and know I need to send a new copy of the receipt which I will do when I have it. Two Men and a Truck has a copy of the original ledger receipt from the furniture store where I purchased the couch but I am working on getting a printed copy as per their request.
First I was offered $200 with the return of the broken, irreparable couch, which I did not accept. I called and spoke with them at length and was offered "fair market value" and/or 30% depreciated value of the couch which I also did not accept, but told them to send me the information. I already asserted that this offer was not acceptable which is why I went to the Revdex.com platform to receive a fair reimbursement.
I want full reimbursement for the couch so I can buy a new one, since that is what I have to do since it is damaged beyond repair (as per what the company told me). If I'd had any control over the situation, the movers would have used the back way and not the front. I put my trust in them to do the right thing and they did not, and I should not be held responsible to pay anything out of pocket for a new couch.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me if they actually adhere to it. If I do not hear back from them, I will contact you again.  Thank you for your assistance and consumer protection.
Regards,
 
[redacted]

I am rejecting this response because: I talked with Dan, the manager, and was told there was nothing they could do. He said he was not part of the original conversation when I was quoted so in turn it is just "he said you said". I asked him if he felt going from a $900.00 quote to a $4800.00 bill was ridicules and was told he had no comment. He said there would be no type of refund so as far as I'm concerned, this is an unsolved issue.
Thank you, [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 information in the response from this company are complete lies and are absolutely untrue on the events, the number of people who were of issue and the charges/fraud of emptying my bank account--which I have already dealt with at my bank. We have filed criminal fraud charges against this company and will be seeking civil damages.  We have independent witness statements to support our position.  No further need to contact us, as our attorney will take over.  Thank you Revdex.com for attempting to help, but companies engaged in fraud are not going to act reasonably.  My doctor does not want me involved in any contact with anyone from this company, and feel free to relay that to this company.  My Aunt, [redacted] will have power of attorney to work on my behalf with the authorities on my ongoing cases.  I will forward any correspondence to her. 
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/08/04) */
We performed a residential move for this customer. Customer recieved an hourly rate as her estimate, and continued to argue how long the move was going. We completed the move, and yet she was still not pleased. A call was made to our...

office that items were placed in the way, in which we offered to send out a manager to move things around, free of charge. Customer declined to let us come out for this service. I received notice from our bank that customer put a stop payment on the check she wrote for moving services. I called her to discuss, and she said she was on a budget, and didn't have the funds to pay the full amount. I tried to work with her, considering she said our movers worked the entire time, moving all items she requested. I offered to discount $185 off her bill, and she still refused to pay. I am willing to accept $800 for the completed moving services she received on 7/11/14.

Our goal is
to exceed our customer's
expectations on every move and we apologize that we
were unable to do so on [redacted] move. I have been in contact
and personally met with the customer on September 20th in regards to
the repairs necessary for replacing the mattress cover, repairing the tear in
the mattress, and the dirty box spring, I was unaware of any damage to a drawer
or any other damages. We did, in fact move [redacted] belongings and do not feel that a refund of moving costs is appropriate in this
instance. However, I have agreed to replace the mattress cover, received
a quote for [redacted] to come out and clean the box springs at [redacted] convenience, and use a patch to repair the mattress as recommended
by the mattress company. [redacted] did agree to accept a check for
$to replace the mattress cover, clean the box springs and repair the
mattress which I agreed to personally complete once [redacted] received the
checkI have attempted to contact the customer again but have not yet received
a response back. Once again, we apologize for the damages which occurred
during the move and are working to take care of them.
[redacted]

We have contacted the Corporate Office of Ashley Furniture Company, they have assured us that regarding the mattress there are no warranty concerns as long as the tag is kept in the customers possession. There is a small hole on the side of the mattress that Ashley Furniture agrees can be repaired...

and this repair also does not create any warranty concern for them. We will send out a Contractor to do the repair on the mattress. The mirror is currently being repaired and will be returned to our customer shortly. In the interest of good customer service we will reimburse our customer the 30 minutes of time she requested with an apology for the length of time it has taken to resolve her claim.
Our customer has informed us that she has also contacted the Corporate Office of Ashley Furniture and confirmed that the warranty issues are of no concern and we can continue with the repair.

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 am shocked and disappointed by your response.  I have been waiting for several weeks for a details breakdown of the reimbursement and you still haven't provided me that breakdown. As I previously described, the estimated that the corporate office briefly mentioned were using incorrect items (see the toddler kitchen vs stand alone burner example).   You have failed to answer even the basic questions for me.  This is one reason I feel you and your company are actively trying to swindle money from me and are being dishonest.  Please show me a breakdown of each item that you damaged and the amount you are claiming to reimburse for it. Additionally you responded that you checked the GPS of the trip to ensure I wasn't over charged.  How would you explain their lengthy stop at [redacted] on the GPS then?  I followed their truck there while I got lunch myself so I am acutely aware of how long their stay was since I was at the EXACT location as them. I am also aware of the amount of time they sat in their car upon arrival of my house and the length of time they stood in my garage and their truck just looking confused and not actually moving.  Neither of these two issues are resolved and I am still left with the evidence that I have overpaid for a horrible service where so much of my valuable furniture has been damaged.]
Regards,
[redacted]

Hi [redacted], It’s our goal to exceed each customer’s expectations on move day, and I’m sorry to hear that wasn’t the case on your move. I am aware our manager and customer service representative spoke extensively with you regarding your concerns. As they explained on the phone, the china...

cabinet was one of the pieces you asked us not to pad and stretch wrap. The reason our movers are trained to pad and stretch wrap each piece of furniture is to protect your belongings from damage while maneuvering them in your home and while they are on the truck. Occasionally a customer will ask us not to pad and stretch wrap their belongings to cut time. This goes against our standard procedures, so we ask that the customer sign a release of liability acknowledging that he or she is accepting greater risk by refusing padding and stretch wrapping, and will not hold us accountable if damage occurs. Ultimately, we want to do what the customer prefers. That is why we asked you to sign a release of liability and followed your request of not padding and stretch wrapping your belongings. Every move is billed based on time and can be stopped at any point. We have a two-hour minimum because we feel it allows our customers the most control over the duration of their move. The two-hour minimum is not an estimate, rather the minimum charge. We charge by the hour and recognize efficiency is key to maintaining our 96% customer referral rate. That’s why we have a “hustle” policy, meaning movers need to be working at a quick pace throughout the entire move and why each mover is individually scored and compensated based on customer reply scores. After reviewing all of the items that were moved with our crew, it seems to fit within the normal range. Again, we’re sorry we did not meet or exceed your expectations on this move. If there is anything else you would like to discuss, please contact our office at ###-###-####. Sincerely,  [redacted]TWO MEN AND A TRUCK®

We used Two Men & a Truck for a recent relocation of our offices in Colchester. The crew was very professional - showed up on time, did great work and got the job done. We used them for both packing & the move and were very happy with the work they did.

Complaint: [redacted]
I am...

rejecting this response because:At the time the mirror was broke, however, the frame was not as witnessed by my wife and the Two Men and a Truck Work crew. The damage report completed on 4/8/16 by [redacted] indicates the mirror was shattered by wind blowing it over outside which was due to negligence on the Two Men and Truck crew. [redacted] indicated they would take the broken mirror and frame to a company that could repair the mirror. The report states that M. Jones was responsible for the damaged mirror. No reference to the frame being damaged as witnessed by my wife. On the initial call by [redacted], the adjustor for Two Men and a Truck, indicated the mirror was broke and it would cost $890 to replace. At that time I asked for the frame and was told it could be picked up, however, on the next call Two Men and a Truck indicated the frame was damaged beyond repair and that they did not know where the frame was and they would have to research it. We have never received our frame back. Our position is that we want total replacement, no depreciation, we want total replacement at today's market value. Just as we paid our total bill of $3,645.50 for Two Men and a Truck service, we want our total for the damaged mirror to be replaced. [redacted]

We originally estimated the customer's move at two trucks.  The customer asked if there was any way she could just hire one truck, as the customer explained the price for two trucks was above her budget.  The customer said they would rent a [redacted] for the...

rest.  We then adjusted the estimate to get it as close to one full truck as possible.  That is where the 102% of the truck came in.  We were originally looking at around 150% of one truck, or a truck and a half.  The customer asked if we would load and unload the [redacted] for her.  It was explained to her that we could definitely unload her [redacted] but not load it for her, as it's our policy to only load our own trucks.  The inventory for the customer is attached.  In the attachment you will find notes at the bottom taken the day of the estimate, well before the move, of the conversation that we had.

2 men and a truck left my job. it did not matter to them that my house was being closed on the next day and the buyer expected me to be out that day. not only are they charging me for services they think they rendered but they also cost me an additional $700 for me to rent my house to keep my furniture in it for another week. the issue stems from the fact that they do not send out an estimator. the company that I then hired has this kind of job all the time, cleaning up after 2 men and a truck when they go to a job and decide they do not want to do it...

We have been in contact with [redacted] through email since January 2nd 2017. She did send us pictures of the items that got repaired that she said was not done to her liking. She has mentioned to us that the dining room table was done to her liking but not the grandfather clock, piano, and picture frame. We are looking over those photos now to evaluate them and will inform her by tomorrow January 6th what we have decided to do next. Most likely we will send out our operations manager Lemuel to look at the items him self and talk with [redacted] as well.

Initial Business Response /* (1000, 5, 2017/08/24) */
I contacted the customer on 7-24-17 and agreed to a cash settlement to close the complaint. The customer accepted the cash settlement and a check was mailed on 7-24-17.
Initial Consumer Rebuttal /* (2000, 7, 2017/08/24) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)

My husband and I had an excellent experience with this company. They were highly recommended by numerous people and that is why I went with this company. The two gentlemen were very professions, courteous, and very helpful. Thank you for an excellent, non stressful move.

Dear [redacted], Thank you for bringing the issues on your move to our attention, and for the opportunity to work together toward a resolution. We apologize for the delay in communication; reaching our vendor was a challenge and we could have done a better job in keeping you informed during that...

process. We’re glad you were able to make the necessary repairs, which we will be refunding you for as discussed today. If you have any questions, please do not hesitate to contact our office directly at 858-877-2100. Sincerely, [redacted]Sales Manager