Two Men and A Truck

Review: The movers broke an office desk and we were told we will be reimburse $125.00 for the desk after the moving bill was paid which was paid on July1st I contacted Eric 3 times via email also gave him pictures and purchase location,price and Item #. He has not contacted us for payment. This took place on June 26th and the first call to Eric was on 6/27 and July 6th and July 8th, he has not been calling or answering my emails. We paid for the Move in full and now they are avoiding us. Please help.Desired Settlement: Compensated for the desk of the amount $125.00 Eric said he would give us once the moving bill was paid.

Business

Response:

Complaint ID#: [redacted]Company Name: Two Men And A TruckCompany Contact Name: Yara A[redacted]Company Contact Phone: ###-###-####Company Contact Email: [redacted]Consumer's Name: [redacted]Revdex.com Staff Member (if you know): [redacted]Complaint Information: We are writing in response to the above mention complaint #[redacted]. Our commitment is to continuously strive to exceed our customers' expectations in value and high standard of satisfaction. Although unfortunate, at time damages do occur during the provided services, and we strive to address these diligently. In regards to the damage reimbursement of a desk that was damaged during the moving services for our client, we do see that our quality control department was contacted for reimbursement. However, check requests for refunds and or payments to be made go through our accounting department and as in any business it may take a little time before any checks are issued and or approved, that is why there may have been a delay in getting the check out to our client. As per our records we show that a check was issued to our client in the amount of $125.00 as mentioned in his complaint. This was paid with check number #[redacted] and it has cleared our account. Should there be any other questions or concerns please feel free to contact us. Thank you.Sent on: 10/16/2015 11:12:15 AM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

The 3 gentleman I had for my move were just fantastic.
They worked quickly and were very courteous .
The 3 are worth their weight in gold.
Would work with them again in our next move......
Thanks guys, you did great!

They did an excellent job with my move! Very nice men!

I was anxious being a woman moving on my own with a large home that the movers would not be as responsive, would not listen to my requests, or that I'd get ripped off. However, the moving team (Clarence, Alex, & Benjamin) were all kind, respectful, timely, effective and efficient. The overall value is unbeatable.
It was 90+ degrees, bad air conditions, and the governor even requested "no activity" during the course of our move. The team assured me that they could continue and powered-on without missing a beat. All of my equipment and furniture were safely delivered (no scratches or dents to my home either). They were meticulous about plastic wrapping and blanketing my possessions so that everything was delivered with care. Some pieces need to be taken apart and reconstructed-- and this was done seamlessly. They even moved heavy objects into the attic in that heat! Clarence was an outstanding team leader.
I have moved w/other more expensive companies (at twice the cost!) and honestly, they were not as quick, effective, or as responsive as Two Men... I recommend them highly.
One small note, their office staff did call me the day before my move and stressed they could only make one trip, that there may not be enough room in the truck. There was plenty of room, thanks to the skilled movers. I think the office staff may need a little more training, but the moving team was top notch!!! When I expressed my concern about space, each mover responded with similar responses "Please don't worry. We're here to make sure your things get moved today and we're going to treat you like you're family," or "I'm not sure who you spoke with, but were here to provide the best level of service and we'll make sure you get it." They even checked in with me throughout the move to be sure if there was anything else I needed moved. A pleasure to work with.

The personal were on time, and polite at all times.
They took the time to wrap and tape all items.
They completed the move under the quoted time, and I paid less then the quote. [redacted]

Two Men and a truck did a great job moving us into our new home!

The service was very professional, the movers efficient and helpful and I couldn't be happier. I highly recommend Two Men and A Truck!

I could not have been happier with my experience with Two Men And A Truck. Their performance was excellent. I have moved five times in the last fifteen years and they stand apart from all the other companies I've used.

Very polite, on time, neat, and the quote was reasonable and right on target at the end of the job.

The moving team that worked with us (Clarence, Alex and George) was outstanding. The guys were very careful with our things and maintained a very positive attitude even to the bitter end. I would have no reservations recommending them or using their services again. They all deserve a raise in our book!

We were extremely satisfied with our moving experience. The crews were so careful and took care to protect our home and belongings. They showed up on time and delivered as promised. The crews were professional and polite. I plan on using them again. Thank you Two Men and a Truck !!!

Alex, George and Akeem from Two Men and a Truck were amazing movers. They were extremely polite, courteous, quick, and remembered where to place the furniture in our new home. They even covered our new hard wood floors with mats to protect them. I didn't have to follow them around the house making sure they didn't hit the walls or damage the floors. I was able to focus on other parts of our move. Instead of a handshake when the job was over I gave them a hug! Thanks Alex, George & Akeem!!

Did what we expected in the time frame we required for the quoted price.

As advertized!
These guys are good.
Very professional.
Go out of there way to please.

These guys were terrific! They arrived on time, took extra special care of our furniture and could not have been more courteous and nice. I hope we don't have to move again, but if we do, we will most certainly use them!!!

Review: On May 10, 2014 our belongings were moved from a nearby storage facility to our brand new custom home. The company website claims that the movers are well trained and careful, but we found this to be untrue. Though the gentlemen assured us moving our sofa bed to an upstairs room would pose no difficulty, they damaged every wall, corner and trim they passed on the way up and again on the way down. The legs on the furniture were also damaged. After much difficulty reaching the owner of the company, [redacted], she claimed to be very sorry and arranged to send an individual to assess the damage. She called the morning of the appointment to cancel the assessment and directed us to "go ahead and repair the damage" and she would reimburse us the amount. We sent several pictures of the damage. After the work was complete, we sent the bill to [redacted] and she responded that the amount of $650 to be unreasonable. The 5 walls and 4 corners and trim required attention for deep holes, not just scratches and the walls needed to be entirely repainted in our brand new home! She was the one who canceled the appointment and directed us to move forward. She never mentioned anything about a cost limit at any time. The company sent us half the amount owed.Desired Settlement: We expect the company to pay the additional $ 325 for the damage they caused.

Business

Response:

[redacted]

I am in receipt of the complaint from [redacted]. My initial contact with [redacted] was that the damage to the walls was minimal, something that could be touched up by the builder with minimal costs. [redacted] stated "I have contacted the builder and the repair will be minimal, I am not the type of person that is going to get you with a high bill". During our discussion of the repair, I clearly stated my expectations of a bill of roughly $100.00, that being a high number. He agreed. When [redacted] received the quote for the repair, given the number, he should have given me the opportunity to present it to my insurance carrier, but he did not. He allowed the work to be done without my approval or that of my insurance. Hence, my insurance denied the claim. I felt the right thing to do was to pay [redacted] half.

I believe I have been more than fair in sending [redacted] a check for $325.00

Consumer

Response:

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.

[redacted], we are rejecting the business response categorically as it contains several untruths; specifically, please see detailed communicated below and our response:

1. [redacted] stated, “Damage to the walls was minimal, something that could be touched up by the builder with minimal costs.” Our response: False. If anything, I explained in great detail about the stairway, hallway and upstairs hallway, corners, etc. (please see highlighted email confirmation below that was sent with pictures, notwithstanding a phone call with the franchise owner [redacted] on Tuesday, May 13 at 5:00 pm):

Hi [redacted]: Thank you for taking my call today and I appreciate it….moreover, I apologize for the large file attached. We would welcome your personal evaluation if you need to view first-hand.

That said, a can of paint and some spackle is not going to work for me. If it were simply a gallon of paint, you would not even hear from me. As the pictures are difficult to present the issue at hand, please note that the corner damage(s) to the dry wall is a curved corner (vs. straight/hard-edge).

As mentioned on the call today, I really enjoyed [redacted] and his team, we fed them lunch and I tipped each gentlemen $20 (a lean tip but the guys were not willing to put together the bunk bed and had trouble handling the other beds with hitting the walls and such). [redacted] apologized for the damage and I respect and accept his apology, however, I feel as though I purchased a new car and someone took a key down the side. This is a brand new custom home and the gentlemen stated on moving the sofa, “If this is the hardest thing we have to do today, then no big deal.” Again, I enjoyed the gentlemen but they were not prepared for our amount of furniture and believed they would be able to complete the job in a few hours).

Lastly, there was confusion about the exact move details: Specifically, my wife spoke to John/[redacted] on 3/26 about estimating the job. We mentioned we had two storage bins, a piano, etc. (a three bedroom home). They had no knowledge of the piano. My wife had a follow-up call last week just prior to the move and verified the piano, sleep sofa and that we were moving from a storage center to a new house.

In closing, I have spent my entire professional career in hospitality and end-user construction. I am bringing this to your attention as the good people here at Coventry had recommend your business because they were so careful about moving the furniture, etc. Normally, I would walk away and be your worse customer….however, I am choosing for you to better your company and better serve your customers.

I am requesting a phone call by the end of business today. [redacted] stated that someone would be calling me and [redacted]ly, I expected a phone call by 9 am Monday morning [redacted].

Respectfully, [redacted]

2. [redacted] “I clearly stated my expectations of a bill roughly $100, that being a high number.”

3. [redacted]: “He agreed.” Response to numbers 2 and 3: False. We never discussed any dollar amount. The phrase we shared was “a fair price.” Given that the movers damaged every wall (5 walls), bull nose corner (4 corners) and trim (2) they passed in the stairwell and upstairs hallway, in our brand new custom home, $650 is a fair price. See highlighted email below on fair price:

Hi [redacted] – just wanted to confirm our conversation in that [redacted] could not visit our home today to view the damage. As per your suggestion, we will move forward with the builder and have the drywall damage repaired and the necessary painting performed.

I have mentioned our conversation to the builder and he will be fair with the repairs and one another. When the drywaller’s return to the job-site, they will handle our damage (rounded corners, etc.) and then we can repaint.

Again, while disappointed on Saturday and well into Tuesday, I appreciate your professional response. I have mentioned your professionalism to the Sales Office team here as well.

Respectfully, gb

4. [redacted]: “When [redacted] received the quote for the repair, given the number, he should have given me the opportunity to present it to my insurance carrier, but he did not.” Response to number 4: False. We welcomed not only her insurance carrier but her personal representative ([redacted]) as well. She telephoned me on the morning of the appointment to cancel [redacted]’s visit. Moreover, who is the business owner? Clearly, [redacted] had the wherewithal to contact her carrier and chose not to until after the fact (repairs were completed at her suggestion). See highlighted email(s) below:

Hi [redacted] – just wanted to confirm our conversation in that [redacted] could not visit our home today to view the damage. As per your suggestion, we will move forward with the builder and have the drywall damage repaired and the necessary painting performed.

I have mentioned our conversation to the builder and he will be fair with the repairs and one another. When the drywaller’s return to the job-site, they will handle our damage (rounded corners, etc.) and then we can repaint.

Again, while disappointed on Saturday and well into Tuesday, I appreciate your professional response. I have mentioned your professionalism to the Sales Office team here as well.

Respectfully, gb

Hi [redacted] – couple of points:

1. I did not receive your e-mail follow-up with regards to splitting the difference.

2. We, the [redacted]’, have no intention of splitting the difference as we did not cause the damage.

3. Please contact your insurance representative to get involved.

4. I have attached a more detailed version of the invoice to demonstrate the labor, etc., needed to correct the damages caused by your movers.

Thank you in anticipation of bringing complete resolution to this matter. [redacted]

5. [redacted]: “He allowed the work to be done without my approval or that of my insurance.” Our Response: False. On Friday, May 16, when [redacted] phoned to cancel our appointment for [redacted] to view the damage, she instructed me, “to go ahead and have the work done and send me the invoice.”

We now believe this was when [redacted] decided not to pay the bill. She refused to visit on two occasions as documented above (highlights) realizing if she witnessed first-hand the damage to our new home, there would be no question.

Lastly, if [redacted] desired to submit this to her insurance, she should have instructed them to come and view the damage PRIOR to instructing us to have the work done. AND, please note that the damage was incurred effective May 10th (move day) and the repairs were not completed until June 13th which is more than a month later and Two Men and a Truck had ample time to visit our damaged home.

We still await and expect the balance of $325.

Respectfully,

PS: I possess photos documented with damage and during the repairs if needed.

Business

Response:

I am in receipt of [redacted] response to my letter to the Revdex.com. Again, I apologize that [redacted] is unhappy with the outcome. I am not required nor did I feel it was necessary to view the damaged walls, as [redacted] seemed very reasonable over the phone and very pleasant to deal with. Again, he stated that the damage was something his builder could repair and he acted as if the repair was no big deal. "I am not the kind of customer that is unfair and will try to get you".

The bill I received after the repairs were completed included 23 hours of labor. I have spoken to several contractors since and they all agree that 23 hours of labor is outrageous for damage to the walls related to moving. I have never had a team of movers in my 7 years in business create any wall damage that required 23 hours. [redacted] movers are still employed with my company and I have never had a complaint like this.

[redacted] has since cashed the $325.00 check, which is a very fair and reasonable amount. Per my insurance carrier I did not have to reimburse him anything, but I felt it was the right thing to do. My apologies again that [redacted] is unhappy with the outcome

Review: My daughter recently moved to Florida from Delaware. She rented a truck, but hired this business to load all of her goods. When the loaders arrived, they made reference to the fact that they traveled 45 minutes for the job. They came to my daughter and stated that they did not think a sofa, matching chair, dining room table and chairs would fit on the truck. How they determined this without working on a packing solution or even trying to get the items in the truck seems strange. My daughter insisted they put the sofa on the truck, even thought they continued to advise against it because it would be damaged. However, conveniently, even though they stated that they were from 45 minutes away, they could have "a guy" pick up this furniture quickly and get it out of the way. When I heard about this situation (and, by the way, the house in question is owned by me), it became apparent to me that this was quite possibly a "skimming" operation by this group. They identify a few things early on and insist they won't fit and than have "a guy" pick them up. Their "guy" was at the house in 5 minutes, despite their claim that they drove 45 minutes for the job. My suspicion was confirmed when my daughter arrived in Florida. We hired another moving company to unload. Their first question was whether we packed ourselves. When they learned the truck was packed by professionals, they stated it may be the worst packing job they'd ever seen. When we asked if we should have been able to get the additional furniture on the truck they said "absolutely" and then some. The loaders were paid goal to make all efforts to load all items. Instead, they were happy and I believe actually conspired not to load certain items of value with the intend of selling them to "a guy".Desired Settlement: I want to be reimbursed any money that was received by the company or their representatives for the furniture that was not put on the truck. They should not have made money by not packing all items and they had no right to sell furniture to a third party that did not belong to them.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. While I still believe that money was made on the furniture that was deemed to not fit in the truck, and the movers at the back end of the process (also professionals) stated that the truck was packed very poorly. I have no evidence of any benefit derived. I only have my gut feeling, which is strong but I can't prove it. So, I have no alternative but to move on. I will, however, never use this company again, and I will tell others that I know not to use them as well.

Review: Contracted with Two Men and a Truck in Dover to move my household goods on Nov. 14 2014.Arranged for three men with written estimate of $420.00. I as anxious that they would not have me out that day in time for settlement 11/14/2014 at 3:30. I was moving from a mobile home at 908 Appleberry Dr in Smyrna to Secure Storage in Dover pending delivery of my new home. I was assured that I would be moved out in time for settlement possibly by 1pm. I had packed all china,crystal, dinnerware, linens and most of clothes etc. They were in Public Storage in Dover so I felt it was going to be an easy move. There were no major appliances to move and I had give my Craftsman lawnmower away. This moving Co. was unprofessional. They had no pads or boxes and left a large number of items behind. I packed my sedan but still had things left at the property when the new owners did their inspection. This jeopardized the sale. I did not settle that day and the attorney forced me to pay $150 for new buyers to stay at a hotel.Attorney, had me call mover to return next morning. They arrived at 8am without boxes and sat on the truck until 10am waiting for boxes. At 11 am the buyers returned and I took a lot of verbal abuse. I was charged $681 then $140 and $684 to finish the move the next morning. TOTAL $1,505 to move items to storage 9 miles down the road.(plus $150 hotel bill Estimate was $420.00. My household goods were not handled in a professional manner resulting in damage and breakage. The furniture was wrapped in my curtains and linens and taped. My complaint in person the following week has produced no results.The owner denied any of this happened.I claim this company owes me for the second days moving fees and the cost of the hotel.This move was an absolute nightmare. The contract to move my goods was violated in every way. I used another company to move me from storage as I could not and would not trust Two Men and a Truck ever again.Desired Settlement: I will pursue this matter further if there is no refund of the exorbitant amount charged for this move. The contract was not kept to move me out. My goods were not cared for in a professional manner and the idea of charging minimum,mandatory extra 4 hrs and fee for completing the move the following morning was unjustified especially as once more they will ill-prepared and sat on the truck waiting for boxes from Dover for almost two hours. I also claim for the $150 for the hotel bill.

Business

Response:

12 February 2014 [redacted] Dear [redacted], I received your consumer complaint from the Revdex.com and I am extremely sorry for the experience you had with the Two Men and a Truck® Franchise in Dover. The process of moving is inherently stressful and there is no need, or excuse, for a moving company to amplify that. Regrettably, the company you had the bad experience with does not technically exist anymore. I took ownership of the franchise and the location on 18 December 2014, and so while we operate from the same address and under the same trade name, we are a completely different and new company. With that in mind, I do not have access to any previous customer information and it is not possible for me to go back and review your move details or to see what crew accomplished your move. I want to assure you that since I took ownership of the franchise we have refocused our efforts on providing exceptional customer service, as well as performing a comprehensive overhaul on our training program to ensure that we are better equipped and better prepared for moves and to ensure customers such as yourself will have a great experience with our company in the future. While I am unable to reimburse funds from a move my company did not perform, I would be more than happy to offer you a 25% discount on our moving services for any move we could perform for you in the future. I understand that might not be the reparation you were seeking, but I hope it shows a sincere and good faith effort to repair damaged customer relationships. We most certainly appreciate your business and would love the opportunity to earn it again in the future. Please feel free to direct any questions or concerns to me directly at the phone number listed below or via email at [redacted] Sincerely,

Review: Contracted for moving services for standard three bedroom household for $1100.00. Arrived late day of move by 1.5 hours. Did not have correct crew, brought an office man with a bad back due to a sick call. Extensive damage to floors and walls, broken and ripped furniture, did not put beds together or hook up washer dryer. Took additional 6 hours from quote and charged additional $600.00. The customer service and owner are rude and not willing to provide service recovery. Has caused significant repair bills and timeDesired Settlement: Honor quote given to move three bedroom home

Business

Response:

I am in receipt of the above referenced complaint. We were late for the move, but called ahead with plenty of notice that someone had called out. We sent 3 movers, two of which were seasoned movers and the third was a mover that had only been on a few moves. This individual while new was quite capable and holds many roles within my company, mainly that of a yard manager. However, one of his jobs is also to fill in should some one call out sick.

In regards to the damages, I have turned [redacted]'s claim over to my insurance adjuster. I just got off the phone with the adjuster and [redacted] has been contacted to create a claim. Those repairs are now in process with the insurance company.

[redacted] was provided an hourly rate at what is called port to port billing. At no time was [redacted] given a guaranteed price as we do not provide guaranteed prices for local moves within Delaware. According to the movers the move was quite involved, much more than what was originally provided by [redacted] when he scheduled the move.

My apologies to [redacted] that he was unhappy with his moving services

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] 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.