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Two Men and A Truck

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Two Men and A Truck Reviews (971)

Tell us why here... We have been trying from the day of the move to resolve Mr. and Mrs. [redacted]s concerns regarding the damage to their tree. We have reviewed the estimates that they have provided but to this date nothing has been done to repair the tree or replace the tree. Our original offer of $50.00 was to address the inconvenience of having to clean up the branch that was knocked off and we are still willing to compensate Mr. [redacted] for this inconvenience. To this day we have not been offered or given a reason for the original request from Mr. [redacted] of $250.00 and what or where that dollar amount actually came from.On the day of the move the movers did not request to back into the driveway as they were aware to avoid the tree and park prior to coming into contact with the tree they would have the front of the truck extended into the right away of the road. The movers parked on the road and explained to Mrs. [redacted] that due to the longer walk from the road the move might take a little longer. They also explained to Mrs. [redacted] that if they were to park in the driveway in order to stay out of the traffic lane they would have to back into and make contact with the tree itself. The movers were instructed from Mrs. [redacted] to back into the driveway.The distance from approx. the middle of the tree to the edge of the street is 22’. The trucks are 30’ in length there is no way possible that we would have been able to park in the driveway and not extend out into the street without coming in contact with the tree. The driveway is 9’ wide and the boughs of the tree did extend to approx. halfway across the driveway. The width of the truck is slightly over 8’ wide. The height of the truck is approx. 13’. We have taken extensive pictures and measurements to support that in order to back into the driveway at the request of Mrs. [redacted] it would be physically impossible not to come in contact with the tree and be legally not extending the front of the truck into and blocking the roadway.Mr. [redacted] is now requesting that the cost of his move be refunded in total and has requested $860.00. The total cost of Mr.[redacted]’s move including his original deposit was $740.00. Again we do not understand where this requested amount has come from.In regards to Mr. [redacted]’s request we are not in agreement to refund the cost of his move back to him as we consider the two concerns as separate issues. The $740.00 that Mr. [redacted] paid for on the day of the move was in relation to his personal belongings and items that were moved from one location to another location. Any damages or concerns regarding his move would be addressed as separate issues.We again apologize for the damage to Mr.[redacted]’s tree and are still willing to compensate him on an agreed amount for his inconvenience of having to deal with this concern. We have in good faith attempted to resolve this issue as expediently as possible for them. We have done everything possible in the spirit of good customer service as we do value our customers and want to develop long term relationships with them. As stated we are still willing to compensate Mr. [redacted] with an agreed amount for the inconvenience of having to deal with this concern even though the movers acted as they were instructed to do so by Mrs. [redacted]. If coming to an agreement with Mr. [redacted] on an agreed dollar amount for his inconvenience is not feasible we will consider this issue as closed.

The frame and mirror were both damaged during the move.  We cash settled at current fair market value for the frame and mirror as a single unit.  The item was discarded.  Our liability covers current fair market value, in which we've honored.

I received a call from our customer after our men left her house.  She told me that our men had damaged her wall.  She also expressed concerns that our men were not feeling well and shouldn't be working.  I apologized that the men were not appearing to be in good health and that...

they scratched her wall and assured her we would give her some money back for her inconvenience.  She said that our men should've padded her treadmill so that there wouldn't be damage to her wall and stated that only two of the men were moving the treadmill and that at least 3 should be moving the treadmill up the staircase.  A few additional details.
To successfully move a treadmill up a narrow household staircase you need one man on the bottom, and one on the top.  When the staircase is crowded, it is dangerous for the piece and for our people.  Also - it is not safe to completely wrap and pad a treadmill as you lose the ability to grip and lift the piece.  The railing could've been wrapped and because of this and the scratch the wall - I offered to cut a check immediately for the structural damage claim.  We submitted the claim to our accounting department so that the check could be mailed in a timely fashion.  (Our customer should've received the check by now but she hasn't confirmed delivery to my knowledge.) 
I've attached the Shipper Declaration of value showing where our customer selected basic value coverage and the structural damage settlement listed...signed and dated the day of the move - 1/11/16. 
We all feel badly that the customer's wall was scratched during the move and have made proper policies and procedures moving forward to ensure safety when moving treadmills up staircases in households. 
Cordially,
Stephen

[redacted]
[redacted]
[redacted]
[redacted]
I had in excess of $175,000. profit in the equity from the sale of my home. I had it free and clear. I had not yet found a home to purchase so my budget was very large. I in no way shape or form asked  two men and a truck to only move 60% to 70% of my home. And the estimate from two men and a truck clearly states my home goods to be at 102.43% .I have that in wrighting because that is the estimate they gave me. I was told the remaining 2.43% would fit in a small [redacted] trailer. I had an exteive phone conversation with the estimator as to what truck what size hitch and what to rent.      The statement from two men and a truck of me saying I had a low budget, is false.  I never said I have a low budget because  i didnt. I am going on record and saying TWO MEN AND A TRUCK ARE LYING. I have the proof from their estimate. Because of the wrong estimate I ended up throwing away 10% to 20% of My belongings. Myself my family and two extra hires men worked until midnight on the day two men and a truck were moving me. And my mother and myself until 5 the next day taking things to the thrift store to donate and throwing things in the dumpster that would not fit in our pick up.it was tiresome and too hard of work seeing my.mother is over 80 years old and I was suffering from frozen shoulder. Again I did not ask Two Men And a truck for only one truck. It was the other way around. I made the comment, I NEED 2 MEN AND 2 TRUCKS. THEY ARE LYING AND MAKING FALSE STATEMENTS. I PAID THEM $3,000 and I want a full refund because of the complete failure of the service they gave me.[redacted]

Dear [redacted], I have had the opportunity review your concerns and discuss your move with our crew and manager, as well as review the paperwork for you move. Based on the details of your move, the total time falls well within the normal range. We did experience a delay at the end of your move when you were contacting the office, however, you weren’t charged for this time. It is never our practice to intentionally delay the move in any way. Since our services are provided on an hourly basis, it is our goal to work both efficiently and safely. You have indicating that you expect a $300 refund because you want to pay the amount you paid a different moving company you moved with 6 months ago. It is not our policy to price-match. That is the equivalent of 2.5 hours of work that our crew performed, which we do not believe it is warranted in this situation. I apologize that you are not satisfied with the outcome, however we have made our final decision. If you would like to speak to our corporate Customer Care Team, you are welcome to call ###-###-#### option 3. Sincerely, [redacted]TWO MEN AND A TRUCK®

TO WHOM IT MAY CONCERN:I want to apologize for not meeting or exceeding [redacted] expectations.  We take customer service very seriously at Two Men And A Truck.  I will be looking into what went wrong in this case, so that we can avoid this in the future.  In the interest of...

good customer relations, I would like to offer the requested refund of $450.00 plus the $90.00 that the customer had to spend.  Please let me know if this is acceptable, so that I can get a check out to India Schropp right away.  I also hope that in the future, the customer would give us a second chance to deliver the level of customer service that should be delivered.  Thank you. [redacted]

Initial Business Response /* (1000, 5, 2016/01/21) */
We accepted responsibility for the 2 broken items. Upon scheduling the moving service, the customer acknowledged that if a damage occurs, Two Men And A Truck reserves the right to repair the damage in question. If we determine that a damage...

cannot be repaired, we reserve the right to either repair or compensate for the damage. The broken table leg was repaired by a wood refinisher, in which the structural integrity was restored. The customer was completely satisfied with the repairs.

Our actual customer was [redacted].  The move had a later start time of 11-3 due to closing on home (no access until closing complete).  Our logistics department called at 1:53 to let her know that we will be getting there later in the window and that we were sending a free mover to...

assist in the move due to later start (truck curfew is 9pm).  They were moved out of an apartment and a storage unit into a single family (2 story w/ walkout) home. The estimate was for 6.5 hours and the customer was only charged for 5 hours actual time of service, 1 truck with 3 men and an additional man was free.  If there were broken items we were not notified of that.  Logistics spoke with the customer, [redacted], as well as myself [redacted] (customer care manager) and [redacted] (GM). Our notes from the conversation are included below.  We tried to send movers out (no charge) to assist in moving boxes and she refused the offer.  Her and her boyfriend were rude, cussing, and arguing amongst themselves.  She ended the conversation with [redacted] and did not call back.  -Spoke with [redacted] about move. Told her I would get some information and call her back. 
When I talked to her the 2nd time she was yelling and cussing at me. I told her that I was trying to listen and help her and that wouldn't resolve anything. She had an 11-3 window due to closing. She said someone called at 1:30 and we'd be there within the hour. No record of that only that we called at 1:53 stating that we'd be at the end of the window and we sent a free guy due to time factor. They went to apartment and loaded and her boyfriend was disassembling furniture by choice. Went to storage and loaded as much as possible. Unloaded boxes in garage and placed furniture but didn't assemble. Had to go to storage for rest of load. Only had time to unload and movers left due to curfew. Handed it over to [redacted] and before he could call her back her boyfriend called. Immediately started raising his voice. I told him I understood they were frustrated and agreed with him when he said I as a customer would be upset too. From that point he continually cut me off and was cussing. I said that she was yelling and cussing and now he was and that wasn't helping resolve anything. He yelled you need to shut up and listen to me..... I ended the conversation.
[redacted] just spoke with the customer, and the boyfriend was cursing and talking over her.  [redacted] warned him to calm down, and he kept at it, so she hung up on him.  I called back a few minutes later, and I spoke with [redacted].  She was very reasonable, but her boyfriend was yelling in the background.  [redacted] was just venting about the service.  I listened and let her know that I could send a few guys out to move some boxes for her, but she said not to worry about it.  She then started arguing with the boyfriend real bad, so she told me that she had to get off the phone.

[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.
However, their response was inaccurate.  Only 1 voicemail was left as I was out of town when they called, not 2 voicemails. I returned the call the very next morning in which I had to leave voicemail for the repairman.  He returned my call later that night and we set up a time for him come and repair my furniture, this coming Thursday at 10:30.
Regards,
[redacted]

Our actual customer was [redacted].  The move had a later start time of 11-3 due to closing on home (no access until closing complete).  Our logistics department called at 1:53 to let her know that we will be getting there later in the window and that we were sending a free mover to...

assist in the move due to later start (truck curfew is 9pm).  They were moved out of an apartment and a storage unit into a single family (2 story w/ walkout) home. The estimate was for 6.5 hours and the customer was only charged for 5 hours actual time of service, 1 truck with 3 men and an additional man was free.  If there were broken items we were not notified of that.  Logistics spoke with the customer, [redacted], as well as myself [redacted] (customer care manager) and [redacted] (GM). Our notes from the conversation are included below.  We tried to send movers out (no charge) to assist in moving boxes and she refused the offer.  Her and her boyfriend were rude, cussing, and arguing amongst themselves.  She ended the conversation with [redacted] and did not call back.  -Spoke with [redacted] about move. Told her I would get some information and call her back.  When I talked to her the 2nd time she was yelling and cussing at me. I told her that I was trying to listen and help her and that wouldn't resolve anything. She had an 11-3 window due to closing. She said someone called at 1:30 and we'd be there within the hour. No record of that only that we called at 1:53 stating that we'd be at the end of the window and we sent a free guy due to time factor. They went to apartment and loaded and her boyfriend was disassembling furniture by choice. Went to storage and loaded as much as possible. Unloaded boxes in garage and placed furniture but didn't assemble. Had to go to storage for rest of load. Only had time to unload and movers left due to curfew. Handed it over to [redacted] and before he could call her back her boyfriend called. Immediately started raising his voice. I told him I understood they were frustrated and agreed with him when he said I as a customer would be upset too. From that point he continually cut me off and was cussing. I said that she was yelling and cussing and now he was and that wasn't helping resolve anything. He yelled you need to shut up and listen to me..... I ended the conversation. [redacted] just spoke with the customer, and the boyfriend was cursing and talking over her.  [redacted] warned him to calm down, and he kept at it, so she hung up on him.  I called back a few minutes later, and I spoke with [redacted].  She was very reasonable, but her boyfriend was yelling in the background.  [redacted] was just venting about the service.  I listened and let her know that I could send a few guys out to move some boxes for her, but she said not to worry about it.  She then started arguing with the boyfriend real bad, so she told me that she had to get off the phone.

Mr. [redacted] called in for an estimate to have items moved out of his storage unit (8X10) and stated that he wasn't sure of the inventory.    The original est. was for 2.5-3.5 hours + a travel fee of $70.00 ($529.00) which was thoroughly explained by the customer service...

representative to him and was noted in our system. A pre-move letter with all details was also emailed to the customer prior to the move.  Upon arriving at the storage unit the movers could see there was a lot more inventory than disclosed and most items were not packed, but loose on shelves, open boxes etc. and 40 pictures that had to be boxed which is time consuming, and all of this would add time to the invoice. Before beginning the move the supervisor got a revision of estimate for 4-5 hours + travel charge ($860.00). Paperwork was explained to the customer and he signed.  The driver supervisor suggested that the customer could move some of the loose electronics themselves in their van if they wanted to save some time/money and they chose to do so.The move did go the 5 hours but 45 minutes ($118.50) were taken off for customer service. This put his time at 4.25 which was well with-in the estimate.  Unloading items from the truck is substantially faster as there is no prepping/packing items, and no securing or stacking inside the truck for transit. Estimates are given based on the information we were provided by whoever books the move and are given as an hourly quote and are subject to change if items are added or different than described. All information on the estimate as well as information needed prior to the move is gone over and a hard copy is emailed to the customer prior to the move.  When I spoke to Mr. [redacted] in regards to his move, and after explaining the charges again to him, he wanted to know what I was going to do. I explained that he was given a discount of 45 minutes for customer service and that it was well within the estimate. The men were there working and he was only charged for that time, any down time is off the clock.  There were not any damages from this move. We provided the services to this customer that he hired us for accordingly and have tried to accommodate him with discounts purely out of customer service.  He had stopped payment on his original check and our accounting department issued him a new invoice for $741.50. We have not received payment at this time. There will not be any further discounts and his account will be sent to collections should the amount due as of 3/4/2017 $741.50 is not paid in full.

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. 
Regards,
[redacted]

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.

[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.
Regards,
[redacted]

Hi [redacted],   I wanted to get in contact with you and follow up from our previous conversation. Again, I truly apologize that there were damages on your move. Our goal is to exceed our customer’s expectations on each move and I am sorry we fell short.   I left...

a voicemail on Monday and sent a follow-up email on Tuesday so we can work with you on a solution. Could you please call me at [redacted]?   I look forward to hearing from you. Sincerely,      [redacted] Move Manager TWO MEN AND A TRUCK®

I am in receipt of the letter referenced above and contacted [redacted] by phone about his concerns for the move for his daughter. His main concern was that money was made and/or a scam had transpired in regards to items that did not tit in the container we loaded. I assured him that we are a...

moving company and we do not sell furniture. The movers that completed the move are all good movers .that I have never received such a complaint for before. I have met with these men and they all three stated that the items would not fit and that they were merely attempting to help the customer. My apology again for any miscommunication.

Mr. [redacted] was moved on December 15th, 2016 and received all necessary communications regarding services, and contract agreements through both email and paper documents which were signed and initialed the day of the move. As mentioned by Mr. [redacted] he was given a 2 hour discount the day of the move...

($266) based on this communication to our operations team regarding a level of service not to his satisfaction. When the discount was given Mr. [redacted] stated that he was satisfied with this amount. Mr. [redacted]s services were estimated to cost between $905-$1,137 the estimated provided and initialed by Mr [redacted] clearly states that this is a non binding estimate and customer are charged for actual time used. The final cost for Mr. [redacted]s move was $1,209, placing our estimate $72 over the higher end of the estimate. We would be willing to refund Mr. [redacted] an additional $72 on top of the $266 not charged the day of the move. You will also see in the attached documents that our agreement states we will contact the customer within two business days to discuss next steps. If a repair is initiated, completion may depend upon vendor requirements and availability. , Mr. [redacted]'s washer hose was fixed within 24 hours of the damage, and our vendors were contacted at the same time to schedule a date and time to fix Mr. [redacted]s other damages.  You will see in the attached document Mr. [redacted] was contacted on the 16th, as we fixed his washer hose that day, a message was also left on the 19th regarding a picture frame that was replaced within 48 hours.  It is correct that we did not feel our vendor could make it to Mr. [redacted] on such a short notice, we informed Mr. [redacted] of this as to set the proper expectation. Our agreement does not state that damages will be repaired within 2 business days, rather contact will be made and the process to repair/replace/ or reimburse will begin. Through further documented conversations Mr. [redacted] stated he was fixing the damages himself. Our office made several attempts to contact Mr. [redacted] as you will see in the attachment to no avail. Based on the discount given the day of the move, the quickness in which our team tried to suffice the damages, and the contractual agreement we feel Mr. [redacted]s experience was handled well within our organizations standards.

The worst moving experience out of seven moves. The movers were careless with my household goods and my new house. The movers caused damage to both my household goods and new house. I have now spent time trying to get everything repaired rather than unpacking and enjoying my new home. I'm still working on replacing the basement railing that the movers gouged significantly while moving furniture that wasn't padded and the basement railing wasn't padded either. One mover plugged his phone into an outlet in my house and sat on my end table while playing on his phone. A very slow, unprofessional process that I would have avoided had the Revdex.com not rated them an A+. I would not recommend them to anyone.

Two men and a truck were incredible!! They were fast, efficient and handled our things so carefully! I would recommended an A+++ score because how great they are!!

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.Hi- okay I must have misunderstood. I thought the move would be complete by 3:00 p.m. and it wasn't complete until 5:00 p.m. I would like the 10% discount sent to:[redacted]St. Paul, MN 55108How long will it take to get so I can watch for it? Thank you,[redacted]

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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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