Two Men and A Truck

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.

Review: I scheduled a move for November 15, 2014 and paid a deposit of $140.00. I had a settlement date of November 14, 2014 and the lender changed the date to December 5. I called to change the date with Two Men and a Truck on November 13, 2014 at 4:30pm and was told that I will not receive my deposit back because they have a 48 hour cancellation policy. I was not told that when I called to make the reservation. I was told if the settlement changes call them and that someone will call before the move to see if I need supplies and no one called. I was told to call Jennifer the next day at 8:00am about the deposit. I called all day and she would not return my call to talk to me in person. She left a message saying that I will not get my deposit back and she hopes I will use them on December 5. If you read their policy it does not say they will keep the deposit it states that a fee might apply is they show up and you cancel. I think this was poor customer service and Jennifer would not even work with me. I don’t have another $140.00 to just give them. If I knew the 48 hour policy, I would have called at 9am that morning instead of calling at 4:30pm that evening. I think they should have worked with me because I was not canceling but changing the date.Desired Settlement: I would like a refund of the deposit.

Business

Response:

I spoke to [redacted] yesterday over the phone. I have agreed to reschedule her mover for December 5thand apply her existing deposit toward that move.We have resolved this matter and she seems very pleased. I consider this matter closed.

We have used the Boardman branch of "Two Men and a Truck" several times to move offices, archives, furniture etc... We use them exclusively whenever we have heavy lifting. They come when they say they will be here, they work fast, they are pleasant and polite to our employees. Our employees see them work and they hire them toom when they need stuff moved. Great company to have in town. They get it done!

Bob C[redacted], Facility Manager for [redacted], Youngstown, Ohio

We have used the Boardman branch of "Two Men and a Truck" several times to move offices, archives, furniture etc... We use them exclusively whenever we have heavy lifting. They come when they say they will be here, they work fast, they are pleasant and polite to our employees. Our employees see them work and they hire them toom when they need stuff moved. Great company to have in town. They get it done!

Bob C[redacted], Facility Manager for [redacted], Youngstown, Ohio

On January 9, 2014 Two Men and a Truck moved our items into a new house. A couple of days after moving we realized a knob was broken off of our enterntainment center during the move. The complaint was reported by my husband [redacted] to [redacted]e at the local company office. My husband [redacted] has attempted to follow up on the matter several times. [redacted]e even came to our house around two months ago to remove the other knob and look for one like it. About a month ago my husband called and [redacted]e was out so he sent him a voicemail. The message was never returned. Today he called and spoke to [redacted]e who admitted he hadn't looked into the issue (or something of this sort) since they last spoke. The time gap is unacceptable.

I am trying to contact [redacted] (phone number [redacted]) regarding my brand new air hockey table which was moved by Two Men and a Truck on 11-02-13 and received damage during the move. I contacted the company via telephone, spoke to [redacted], and sent emails documenting the damage on 11-02-13 to [redacted]. I asked that someone be sent out to document the damage because I was going to be out of town from 11-04-13 until 11-28-13, however [redacted] informed me that no one would be available on the weekend. On 11-05-13, I contacted [redacted] via email to find out about the status of my damage complaint as I had not yet been contacted. [redacted] called me on 11-06-13 at 10:54AM and left me a voicemail stating that we could address this when I arrived back in town. I left a voicemail message for [redacted] on 11-29-13 at 3:19PM. I called again and left a phone message for [redacted] (I was informed he was on a meeting) with [redacted] on 12-02-13 at 12:44PM. I left another phone message for [redacted] (I was told [redacted] had just 'run out of the office') with [redacted] on 12-03-13 at 3:01PM. When I called on 12-03-13 I asked for [redacted]'s email so I could email him directly however was not given this information. On 12-04-13 at 3:22PM, I called and spoke to [redacted] who started that [redacted] was out of the office for the day. [redacted] gave me [redacted]'s email address and I emailed him on 12-05-13 at 10:42 PM requesting that he call me. On 12-05-13 at 5:59PM, I began the dispute process with my credit card company (which was my method of payment to Two Men and a Truck). [redacted] has not returned any of my calls or my email as of this complaint.

I made plans with Two Men and a Truck on 1-20-14 to move the contents of a one bedroom apartment at [redacted], Fort Collins, Co to a storage facility at [redacted], Fort Collins, CO. I provided a list of the apartment contents and paid for the move with a credit card. On 1-21-14, the planned date of the move, the movers arrived but had to leave in 25 minutes, as the landlord had not provided the appropriate keys to get into the apartment. The estimate of the move I received by email had indicated the charge was $110 per hour for labor from the apartment on Shields to the storage facility. The estimate was for 3 hours or $330. My payment was made for $330. When the move did not occur, the company initially wanted to keep $247 and return $82 to me. After I complained the company stated the movers were out for 2.5 hours. I complained I would not pay for 2.5 hours to determine the apartment was not accessible. After my complaint, the company stated they looked at the truck's GPS and insisted the drivers were out for 1.7 hours. The charge at the most should be only $110. Movers went out, apartment was not accessible, movers returned to office. My refund from the original move fee was only $134.50 and company kept $192.50. This is outrageous.The company then sent a spread sheet indicating the truck left the [redacted] address at 8:56 and returned to the office at 10:18 ---one hour and 22 minutes of travel from the apartment to the headquarters. The person on the scene supervising the move will testify the movers were on the scene 20 minutes. I should pay only 20 minutes of service. I am a senior citizen on a limited and fixed income. The next day I still had to pay another company to complete the move--an additional $300. This company is in business to take advantage of the public. She never explained to me I would be charged for travel time for the truck to get gas, show up for a few minutes and then leave and call it a day, charging me $192.50 to do nothing. [redacted] K [redacted]

Estimate was provided verbally on the phone based on square footage of my home. [redacted] suggested a more precise estimate could be obtained by sending someone to my home to look at what I had to be moved. Did that, and the estimate was for $1,300, one 26 ft truck, 3 guys, one trip from [redacted] to [redacted] - a 20 minute distance. I also added 11 wardrobe box rentals. As you can see, I did the due diligence by having a thorough estimate done.They came NOWHERE near the estimate, and only brought 3 wardrobe boxes instead of the 11 I requested. They did NOT come even close to getting my household into one truck. The mover offered toward end of day to send another truck and two more guys "to save time", instead of unloading at new residence and taking the 1st truck back over to get what remained - which was ALOT.I ended up with a $2,048 bill - over $700 more than estimated. I have repeatedly called the local office. After one week, and also calling the Corp Office to complain, I finally got a call back from the local manager, [redacted], on Friday, June 7th. In the end, I explained my stance that I can understand an estimate being off by a little - but by $700? [redacted] said he would talk with his superior to find a resolution and promised a call back by close of business on June 7th. That did not happen. I called [redacted] on 6/13 and she told me a check would get cut to resolve this by Monday, June 17th. Then I get a call June 14, and [redacted] told me they would do absolutely nothing about this! I have also called the Two Men and a Truck Corporate Office, who seem to understand my stance. Additionally, I found out from [redacted] at Corp that the movers should have supplied a "revision to estimate" when they offered the 2nd truck to make any additional charges clear to me. That did not happen! For all I knew, these guys were expressing "goodwill" by "offering" the second truck because their estimate was SO HORRIBLY FAR OFF.

Here is the time line of events.

4-15 Information was requested from TM&T

4-16 contract was signed with TM&T stating it would take 2 movers, one truck and 8.5 hours.

5-14 a call was made by TM&T to confirm the move to start at 8:00-9:00

5-16 driver [redacted] from TM&T calls to say he is at the property and ready to begin move (time is 7:50). I'm not at the location and I have to come to the location ([redacted].).

Upon arrive [redacted] and I begin to go over what needs to be moved. He askes if I have 21 bikes to be moved (listed on his copy of the invoice). I did not have 21 bikes to be moved. The begin the move.... Mid-way through the moving process I realized the truck isn't going to be big enough to hold all the items and I make choice to tell [redacted] and [redacted]' to make sure they take as many of the large things as possible. Leaving behind 1/2 a garage full of items, 1/4 of a basement, 1/4 of the living room, 2 large TV's and a large lizard tank. We proceed to the Madison property [redacted]. At 3:00 I leave them to a UHaul truck because I realize the move is only going to get done by myself. At the end of the job approx 6:00pm [redacted] states the job should have been 3 movers and 2 trucks to get it done. He fealt I was misquoted (he never called anyone to let them know).

5-17 I rec'd a call from the office staff at TM&T asking how my move went. When I explained that I was moving items by myself she told me a supervisor would be on the phone with me shortly and requested I not fill out the customer form until they had a chance to fix the problem. I never heard back from TM&T.

5-19 I rec'd and email re the move, I fill it out and explain I don't think they will fix any of the problems that occured.

5-20 I call the corp. off at TM&T to discuss with them how unhappy I was with what had happened.

5-20 I rec. and email from [redacted] at TM&T telling me he tried to call me but the number that was listed was incorrect (he is the only one that had any problems contacting me). His email came in at 5:25, I called him back at 5:26 and left a message.

5-21 [redacted] calls at 12:37, I return the call at 12:55. I don't hear any thing the rest of the day. I do however send [redacted] an email expressing how unhappy I am with the disconnect at his company.

5-22 I rec'd a call from Monona Police asking questions about one of the men ([redacted]') that moved me. They wanted to know what he looked like and details of the check I wrote him as a tip.

I do follow upu with my bank and they explain to that my accounts are safe but the man that came into the back is being investigated for a crime in the bank while he cashed the check I wrote him.

5-22 I rec a call from [redacted] at 5:17. He listened to what I had to say and simply said he was sorry and in the future he would work with his staff to do a better job.

5-17 I rec'd a call from the office staff at TM&T

Two men and a truck carried out a household move for me from Spring to Magnolia on the [redacted] of [redacted],They were employed to move only major pieces of furnitur which they wrapped either in blankets or with ceran wrap for transportation to the new residence. They wrapped 2 glass shelves from my entertainment unit in blankets and taped them up, when they arrived at the house they found that one of the pieces was broken and one was intact,they advised me that they would unwrap them back at the depot and they would arrange a replacement so I had to fill out a damage form and wait.I waited for almost 2 weeks and nobody had contacted me so on [redacted] I called customer service and spoke to [redacted] who said that they would have to get a peice of glass cut and he asked me to supply a diagram of the dimensions which I did because I was of the understanding that the piece that was broken was the lower shelf which has a 4 inch square cut out at each corner, this is diffeent to the upper piece that is a conventional oblong shape. It is now obvious to me that Mr.[redacted] had not unwrapped and examined the pieces to check which was broken?They placed an order with milstead glass and said they could only supply it thicker or thinner so I opted for thicker and waited for the new piece which after numerous emails chasing Mr.[redacted] I was told on [redacted] that the glass was finally ready so I went to collect it and the other unbroken piece that they had kept all along from [redacted] Glass. they are at the bottom of the street so it was easier for me to collect it, when I got it home I found it had been cut to the shape of the lower piece and that the original lower piece was intact all along and it was the upper plain piece that had got broken,and it had been cut thinner than the original.Mr.[redacted] and corporate head office now say it is my fault since I supplied the drawing and refuse to do any more to help me.

Attn: Revdex.com

Below is copy of post move complaint letter e-forwarded to Corporate Office, Lansing Michigan

If I were to rename your Austin Franchise it would be “Two Men and get [redacted]”. Since I do not have the power to that, I find it important to let you know the traumatizing effect your moving service had on me and my family over the Labor Day weekend . I will never recommend your company and will continue to do for as long as I remember and will do all that I can to spread the word that your Austin Franchise services are falsely advertised.

First, I need to preface that your company name came highly recommended by my sister who resides on the East Coast and used your company in the recent past to move her household. I live in California and was the responsible party for helping move my 78 year old mother out of a 1700 sq. ft. house in Austin, TX into a 975 sq. ft. condo 12 miles away over the Labor Day weekend. My sister, who could not be present to help with the move, generously offered to pay for the pack and move service for my mother. She wanted this to be a smooth and stress free transition for my mother and myself, as I had limited time and resources to assist her in this move. I was to make the arrangements to find and hire a mover. I had 3 quotes from movers, and I chose to use Two Men and a Truck because they sounded professional and competent over the phone and quoted a reasonable estimate. The other two quotes required one with a site visit ( very expensive ) and the other wanted me to itemize every single belonging before they would give a quote which was simply too timely and not feasible given my distance.

I scheduled this move a month in advance and received a quote for packing the whole house on Friday, August 30th and a quote for the total move out on Saturday, August 31st which involved storing the truck overnight and completing the move on Sunday morning, September 1st. I had two variables in staging this move which were not having access to move into the condo until September 1st and having to be entirely out of the house by August 31st. My plans with your company for this staging seemed open and agreeable to anything I needed/wanted to do. During the last week of August, I was informed that my mother could take possession of the condo on Saturday, August 31st. This was a positive change as it gave me one more day to help my mother transition into her new home. I phoned your company to make the change and it was agreed that it could be done, but that the time frame on Saturday would have to be moved up from 3:00 to 6:00 to 12:30 to 3:30. I was told a confirmation email would be sent to this effect and in the chaos of my personal work schedule, travel arrangements, and tending to other last minute details prior to my arrival in Austin, it was overlooked. I never received one. This was a big mistake on my part not to check, bad move on your company’s part as isn’t this the service one pays for? At this point, it seems it did not even matter.

On Friday, August 30th, the time frame for packers in my quote was from 11:30 to 2:30. I had many numerous errands to tend to that morning and made sure to complete them by 11:30 so I was home should the packers arrive. This did not happen until 3:45. I telephoned around 12:30-1:00 to inquire and was told that the time frame was 12:30 to 3:30. I disputed this as that was the time frame I was given for the Saturday move. There was confusion in your office and it was stated that no one knew “how it got changed” but that was the schedule for that day. My online quote didn’t seem to matter to anyone at that point. What was I to do? I simply waited and waited. At some point, my paying sister called and asked if I was kicking back watching the packers do all the work? Ha. When the packers did arrive around 4:30 ish, it was in a HUGE moving truck. I thought, my God, I bet they think they are moving this whole house today! I went outside and talked to the two young men in the truck to confirm they were there to pack only and NOT move. They said they were there to pack and move. I made another call to the office. Yes, confirmed, they were to pack. So [redacted] and [redacted] began packing in a random, inept and very slow process. They also arrived with only 30 boxes ( “that’s all they had”). If that is what I ordered, then your office miscalculated and if you make big bucks, like I think you do, on boxes they should have had hundreds available! I had a library of books to pack, an entire kitchen, a walk in closet full of clothes, an art studio of supplies, over 50 pieces of framed art, bedding, numerous collected items from over a lifetime, etc. They ran out of small boxes after the first few bookcases were packed and the remainder of what they could pack of mostly books were placed in huge boxes that only a beast could move. When I was informed that they were running out of boxes, I had them call the office to get more. They called and were told by [redacted] (?) that the packing would be have to be completed the next day, Saturday, during the final move. No one asked me if that was acceptable. It was just a decision [redacted] made to accommodate their convenience not the person paying for this service. This was unacceptable as I had a timeline to be out of the house. I called the office and requested that more boxes be brought to the house so the packing would be completed that day. I was also told by the office clerk the packing did need to be completed as there was no time of the schedule for packing on Saturday. The packers would be notified to go off the clock, leave and return with more boxes. This was about 6:00 pm. I told the packers that the office said they were to do this and that the office was going to call them to tell them as such. The office did not call them. I called the office again. I had to hand my personal phone over to the packers as the office stated they “could not get through to the packers”. Then the grand mix up was finalized as some “miscommunication” because [redacted], who told them the packing would be completed Saturday did not communicate this to the central office. So the final decision from the office was that the packing would once again be completed on Saturday. What happened to the “no time to do it on Saturday’? How it all inconvenienced me did not matter. So on Friday around 7:30 pm, the turtles known as packers, finished what they could with what they had and left the house with most of the over packed, huge boxes obstructing pathways to get about the house for the next 12 hours NOR did they label any of these boxes! Literally, they left 2 large garment boxes parked in the middle of my Mother’s bedroom that she could not maneuver around to get to her bath or bed for the night. The only boxes that were labeled were the ones I made for each book shelf of the library of books. Any other boxes packed were a wild guess as to what was in them. Ridiculousness. I had a multitude of other things to organize about the house, as well as, a last minute scramble and numerous phone calls about beds that were to be delivered ( that didn’t arrive) so I would have something to sleep on after the move. I simply could not keep my eye on those two for every second so this was a huge oversight. Professional packers, I don’t think so, this is a grossly misadvertised and misrepresented service!

When it came time to calculate the cost for the boxes, [redacted], handling the paperwork could not even calculate the math of 10% off the boxes for which I had a coupon. “This is my first time doing boxes”, he said. What type of incompetence is that? I had to calculate the billing. I should have just put “ZERO” at that point…his IQ. Since I paid for two boxes of wrapping paper, I asked where they were, knowing they hadn’t used them all. They were put back on the truck! I requested they be returned into the house. Then they said they would be back the next day to finish the packing and do the move. I had to think hard about that comment, like [redacted] did with his math, and it was difficult to sleep on.

Saturday morning, after the previous long day of excessive moving stress, more staging, and phone calls with my sister about how unimpressed I am with this company, I call the office first thing to tell them I want a different team to do the move. [redacted] and [redacted] were slow, careless, and incompetent. My call was timely as they were scheduling their day. I reconfirmed my time frame from 12:30 to 3:30. Yes, agreed. I get a courtesy call from the mover around 2ish, “I am on my way”. I ask, “Do you have boxes?”...Pause…”No, I don’t know anything about boxes”. I’m now fuming. I had to explain to the mover what the arrangement was for the day. He said he had to call the office, “I’ll let you know”. An hour and a half later, I get a call from the “quality control officer”, [redacted], telling me some sob story about how his staff didn’t show up that morning and asked if they could just do the packing and moving on Sunday at a deep discount and pretty much just charge me for the day of packing and the rest would be a no charge. ARE YOU KIDDING ME??? This was unacceptable and not a professional approach to my dire situation. I had to be out of the house by midnight or I would be charged $100 a day and I told him so. Not to mention yet another day behind in my time to help my mother get situated. No less, where were we to sleep or eat? Utilities would be shut off, we had no access to a phone or internet as the cable was switched, half the kitchen was random packed. “I’ll call you back”, he said. Ah, those famous last words. Maybe you should rename your company that! Two Men and I’ll call you back.” Another hour and a half passed with no word. I then made repeated calls to the office, his number, even the mover who called around 2:00…NO ANSWER from any of them. I even called on another cell phone thinking they are not answering because they know it is me. Still no answer…there was not even an answering machine at the office and what seemed like no dial tone going through. It was as though they just pulled the plug at the office. Interpreted as “ don’t know, don’t care, tough luck”. “Movers who Care”… more false advertising. And what ever happened to the mover who said he was on his way? My better guess at this point is that he quit. I would have if I were him!

On a side note, I was wise enough to have rented a [redacted] pick up truck for this move as I had stone pavers in the back that your company said they would help move but it had to be on my vehicle not their truck. In the lost period of time that afternoon (aka Two Men and a Truck moving limbo), my brother in law and I then began the hustle to start moving some furniture out of the house and onto that truck as I assumed at this point no movers were ever showing up. My sister and Mother ,who were at the condo prepping it for the move in, had to leave and return to the house to start packing up their cars with what could fit. We were working at a break neck speed in packing up vehicles with my 78 year old Mother weary and exhausted, my sister who weighs 95 lbs, lifting boxes into her car, and a brother in law with a bad back in a humid 100 + degree heat helping me get furniture into the back of the [redacted] truck. In all of this madness, we had to start thinking of finding other movers though not likely at 5:00 pm on a Saturday on Labor Day weekend. My last resort was to go to the Home Depot in town and hire day laborers on Sunday morning with hopes they would be there. Finally, at 6:00 pm I got a call from some person in your horrific company ( who can even think at this point , no less remember names ) saying that the movers were on their way. Three work weary movers arrived and did their absolute best to get this move going, but mind you, not complete. I had staged most of the remaining furniture and had personally boxed up some other belongings with random boxes I had and moved them all into a central area to expedite. This was prior in the day in the anticipation of getting all the furniture, etc. out of the house in a timely fashion. They moved out all that they could because, well, what else, there were not enough straps on the truck to get all the furniture out. No surprise at this point, this company just continues to disappoint. Oh, and forget about the remainder of the packing. Yes, they brought boxes, but there was no scheduled time to pack and remember, not enough straps to hold everything in place. Here comes another promise of completing the move Sunday morning. As I am getting ready to leave with a loaded up [redacted]ny, the driver, who was to follow me, stops me to tell me that one of his movers was not told he had to complete the move and he had to get home and could they just bring the truck back in the morning? Am I living a moving nightmare to the enth degree? Why yes I am, because I unfortunately hired Two Men and get [redacted] ..oh, I mean a Truck! My response was a big NO. Sorry, but I had just as bad a day as they had and I had to finish this move tonight. Another stall and I’m sure another phone call to the boss man. They had to do the move. Why should I feel guilty for making them do the work they are being paid to do? I felt I was being taken advantage of. By 10:30 that night, a bulk of my mother’s belongings were in the condo. The hotel reservation I had scurried to make last minute ( assuming we would have no place to sleep that night ) had to be cancelled before being charged. We could not even fathom generating enough energy to drive to the hotel and go through the check in process. This was one more thing I had to think and plan for. By midnight, we collapsed into bed, ( after trying to find sheets and pillows), unshowered, exhausted, in pain, hungry and overstressed only to sleep on reliving it all over again the next day. My sister and brother in law then had to drive 45 minutes home only to return to help the next morning.

Sunday, the day of more promises. Quoted time ,1:00 to 3:00, as [redacted]ny had to move himself in the morning. Early morning, on little sleep, I had to drive the [redacted] back to the house which I am now paying $100/day rent. I packed up more items for another trip to the condo. I was not trusting that the movers would return in that time frame and did not want a repeat of another late night move. By 2:30, [redacted]ny, the mover called and was on his way. Hallelujah! He showed up with his nephew and [redacted], the math wiz. I asked [redacted] why he didn’t show up to work on Saturday (as I had been told) and he said he couldn’t wake up. Hmm. Maybe he could not read the numbers on his clock. [redacted]ny was great in packing up the remainder of the kitchen and did it correctly and labeled fragile boxes accordingly. The other two moved remaining furniture out and put the limestone pavers on their truck. At that point, the [redacted] was filled again and so what did it matter where the pavers were put. The house was emptied by 5ish and that was with me helping. The final move in was completed by around 7:30 and that was with me helping on the other end once again.

Due to the size of the condo and the manner in which this move was staged , random boxes and belongings were scattered every where and not in places where it made them easy to find, move, and unpack. I then had to singularly face having only a day and a half left to get my Mother situated in a make livable environment as my brother in law threw out his back and my sister, exhausted, had work business to address before Tuesday. My stress-0-meter was off the graph and I hit the wall of physical and mental exhaustion. I was assured by [redacted] (written on a post-it note ) in the office that the bill would be rectified on Tuesday when the office reopened and they would call. I informed by paying sister that I would now handle the billing as I was the one who lived this nightmare and knew there would be obvious negotiating. She was so apologetic as she was the one who recommended your company. Obviously, there are regional differences, in Austin it is indifference.

Tuesday comes and I am still working round the clock of unpacking and organizing my mother’s condo. No phone call. No surprise. I had a flight out Tuesday night that I had to cancel as this move set me behind. There was simply no way my 78 year old Mother, also stressed and exhausted, could have physically completed all that needed to be unpacked, discarded, and put away on her own. I lost money by cancelling my return flight and had to rebook a flight with another airline for an additional $200+ which left at 6:00 am Saturday morning. This was my only flight choice unless I wanted to pay over $600 to leave earlier. I then had to call off work for the remainder of the week. I was so drained that I probably could not have been capable to work when I returned. Three days of lost pay and additional travel fees because of your company’s errors.

Wednesday mid day, I get the call from [redacted], the [redacted]. All pleasant asking if I am all unpacked. Ha! Are you kidding with me again? He is apologetic, saying they dropped the ball… this is not how we do business… have no excuses, blah,blah,blah. He heard I was going to report them to the Revdex.com and asked what he could do to soften the blow. It all was lost on me. I could hardly even process the conversation as my mind was mush at that point. He tried knocking down the cost to $800 something dollars. I asked where he came up with that figure. I told him about the truck rental, all the moving and packing my family had to do, the additional $100 charge for rent. He then came down to $500. Fine, I did not want to talk anymore. I accepted that amount and wanted to move on as I still had a whole condo to continue unpacking and organizing. I knew anyway that I would be writing to corporate with hopes that this entire bill will be wiped clean. I should not have to pay a dime for what we were subject to. Plus, need I mention all the additional costs of flights and lost wages? How will that be compensated for?

This was NOT how this move was supposed to be. Had your company did what was expected and promised this disaster could have been avoided. It was overwhelming, mentally and physically challenging and exhausting, frustrating and probably the most stressful experience I have had in my lifetime. That I even have to sit for hours recounting this tale of moving horror is distressing, but your company needs to know what such ineptitude in one of your franchises can wreak on people in an already stressful situation known as moving.

I hope that no other persons will ever have to experience what I did. Your Austin Franchise needs to have their business model and customer service readdressed as in no way, did any of my experience meet the quoted commitment ‘TO CONTINOUSLY STRIVE TO EXCEED OUR CUSTOMER’S EXPECTATIONS IN VALUE AND HIGH STANDARD OF SATISFACTION.”

My husband and I moved in May of this year. We used Two Men & A Truck. Their employees damaged several pieces of furniture most have been repaired except for our dining room table (they took the top of it from us several weeks ago to repair), TV stand (they took a door and hinges off of it over a month ago), our mattress has also been torn (we were told that they would give us the money so we could replace our mattress set with another one). Phone calls do not get responded to, emails do not get responded to - it is only after calling the corporate offices that we receive a response. The responses are never satisfactory - it's like they are dragging out the resolution to this.

We hired Two Men and a Truck in St. Augustine to load our rented moving truck. We rented 4 dozen moving blankets so our furniture would be protected, they used only a few it was discovered when the truck was being unloaded in AR by the Two Men and a Truck team there. As soon as the LR team opened the door they noted it had been packed improperly. As they unloaded we began to notice lots of scratched up furniture and ruined lamp shades. They also noted that a propane tank, gas cans and light bulbs were loaded, which they said was very dangerous and had we been stopped, we would have been give many tickets. Once they got to the back of the truck they stopped and got us to see how our dining table was packed. It was packed in the back of the truck legs down, and then boxes were stacked to the ceiling of the truck, some clearly labeled "HEAVY". The table's legs were shattered beyond repair. The LR crew contacted their supervisor to report the extent of the damage and send photos. I called the St. Aug office to report the damage and no one answered so I left a message. On Mon. I had not heard back from them so I called and spoke with [redacted] Paradise, he apologized and said they would take care of me. He arranged for a gentleman to come by and look at the damage and repair what he could. He determined the table was beyond repair, as were the lamp shades. I then waited a couple of days for [redacted] to follow back up with me to settle the claim on the table and lamp shades, I never heard back. I called on Fri., 7.12.13 and was told he was off and would be back on Monday. I called on Mon., 7.15.13 and was told he was no longer with the company. They said [redacted] was now handling the claims. I spoke with [redacted] and he apologized it was taking so long to settle the claim and he would get back with me that day. He called back shortly and said the owner would give me $100 for the damage. I told them this was totally not acceptable. He spoke to the owner and he then offered $200. This was not acceptable

They put three scratch's in the floor which can't be repair and they will replace the floor.

I hired this moving company to move several larger items from one apt to another about 10 mins away. I was given a quote of 5 hrs and told since I only had about 7 items to move it was well over what was needed. The movers came and everything was already bubble wrapped, and packed to go. They quickly moved our few items out of our apt. about an hr and a half. The last piece to move was our couch. This couch is long and our apt has a short enterance, I told the movers how the original movers got it in. I was told that is not the right way and they can do it themselves. I also told them not to shrink wrap the couch with the pillows on, as it would never fit out this way. At 945 they began trying to move the couch, at 1030 I asked they call a supervisor because they could not figure it out, I was ignored. at 11 I decided I could not take it anymore so I left while my boyfriend stayed and supervised. I received a call at 1115 that there were 2 holes in our ceiling and the supervisor was on his way. The supervisor showed up and only took 20 mins to move using the method we had suggested. I then debated with the manager about paying for the additional time since it was their own mistake. I was not only charged the full 5 hrs at the end but 5 and a half. I have yet to have my fans and ceiling fixed, They are still "working on it" the manager said she could not see how my calculations added up. it took an hr and half to move stuff out, 2 hrs to move the couch and 1 and a half hours to move in. But according to her that can't be right.

Product_Or_Service: moving company