Two Men and A Truck Reviews (%countItem)
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Two Men and A Truck Rating
Description: MOVERS, MOVING SERVICES-LABOR & MATERIALS, MOVING SUPPLIES, PIANO & ORGAN MOVING, MOVERS - OFFICE, MOVING & STORAGE COMPANY
Address: 2710 Easton St NE Ste C, Canton, Ohio, United States, 44721-2691
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This is the worst experience I have ever had with any company. I had ordered movers through two men and a truck for a friend. I spoke with the manager to get the move scheduled. I told him that I would be paying and the owner would be telling them the address in *** for where everything would be taken. The owner told me that would be no problem at all, they would make a note to not charge the homeowner, and all he needed for the end location was a zip code, that they could get the exact address from the homeowner when they get there.
I was estimating the amount of items when I scheduled this with the manager at two men and a truck. I said that I don't live there, but that it shouldn't be more than 46 boxes, a couch and a table. He told me it would be max $450 for this move. When the company got to the house, they told the owner that there was way too much stuff and was not accurate for the move they had been told to completed. I called the main contact for the move, her name was ***, with two men and a truck. I called her to discuss. I asked if they could just move the boxes (there were 30) and two more large items. The owner said she had a couple night stands, a washer and a dryer. So, there was no couch or dining room table, but there were a few other large items. The mover, ***, told me she was leaving the premises because the job was no accurate for the order placed. She was driving away. I asked her to please not leave? And just do the move with what they are able to load. The owner was planning on moving a lot of things themselves. This was just to help them. She agreed to turn around.
I know that the large items are not accurate, but what is the difference between a dining room table and a few night stands? She agreed to turn around but said she would only move boxes. No large items. I have never experienced a company LEAVING a property when they are just simply miscommunicating with someone. She also told me that she didn’t have any payment on file and they had no idea where they were going for this move. I told her that when I originally spoke to the manager to order the move, he only needed a zip code and I could pay at the end. She hung up. I called the main office to put a card on file so that I would not have to risk the company leaving again.
I was told originally that the movers would show up at noon. I was told on the day of the move that the arrival window was between 12-3. They showed up an hour and a half after the arrival window – at 4:30. They told me it would be a two-three hour move originally, and when they got to the house they told the owner they had to load everything up by 5. The place they were going to in *** was only 25 minutes away. The homeowner said the movers stood around outside and didn't even start moving stuff right away. When they got to the storage unit it only took them 15 minutes to unload everything. The homeowner said some things were broken inside boxes and they were extremely rude about it.
I was then charged $615 when they originally told me it would be $450 max. And I don't even think I should owe $400 for the quality of service we were given. It was such a terrible experience and when I called him to calmly discuss it this morning and asked for a refund so that I would only be charged the 450 (which I think is more than fair) he refused. He also told me that he had a phone recording of everything we have discussed previously. I never gave consent for any conversation to be recorded. However, I would be more than happy to hear this recording he claims to have, as it will only prove my case further.
This company did not even move the items that we wanted. They only moved 30 boxes, no large items, and charged $235 more than originally quoted. They were extremely rude and would not help me resolve this issue at all.
We do apologize for any inconvenience that was experienced on this move. To address the concerns, our service is based on an hourly cost and amount of time a specific service takes (along with round trip drive time). The estimate for this service was a range between 2-3.5 hours, we always account for a range on jobs since it is time based and to give a broader idea give or take. Ultimately, service is billed at what the jobs takes time wise. The same goes with arrival windows. We provide an estimated time of arrival, we do have job lines stacked throughout the day and we can not guarantee an arrival time. We provide a four hour window of arrival, with a call ahead prior to dispatching our crews. The particular window for arrival on this job was 12 PM-4 PM. At around 1:30 PM our movers called Ms. while they were on the previous job, as a courtesy to let her know that we were tracking at the end of her arrival window for that day. *** informed my guys that they had to be there before 3 PM and my crew said they were told it was because a closing was happening at 5 PM that day. I then reached out to *** via text and let her know that I cannot guarantee that my crew will be to her before 3 PM as they were on another job. I also, at that time, verified the inventory as our time allotted for her move was 2-3.5 hours. She said that the items listed were correct as to what was to be moved, but there may be more items. I let her know we were tracking for arrival between 3PM-4PM at that time, but would keep her updated if it changed. In regards to the payment and *** covering that, there was a failure of a notation being put in the system of who was to pay for the service upon completion. I apologize for that oversight. Our typical process is working with the actual customer on site, *** was not on site for this service at any point. We spoke with her once our guys arrived and she informed us she was paying for the service. We secured a credit card on file and she authorized over recorded line to run the card for the bill once they were done. My crew arrived to the location at 4 PM, however, upon arrival entire street (dead end) was blocked off by a tree trimming company. My crew called me to let me know, and I informed them to park our truck and walk to the customers home to speak with them. After speaking with the customer at the residence, my crew called to let me know that per the customer "the tree trimming company should have been done by now we figured". We located the workers for that company and they told us they would be done in 15-30 minutes. This is time billed to the customer, as we a , as we are on site and my guys are on the clock from the time they depart our office. Finally, the crew were able to get into the home. I once again received a call from them, they let me know that in addition to the boxes that there were 10-12 more pieces of furniture to be moved. At that point we would have been exceeding the original estimate on time from 2-3.5 to between 4.5-5.75 hours. This would have put the crews out past their allotted time per our regulations. I reached out to *** to let her know that there were more items than anticipated and that we would only be able to get what was allotted for on her original estimate. She was upset at this point because the guys had asked her "clients" about how they were to take payment, and her "clients" were expecting everything to be moved and we told them we could not. She is the realtor for these customers and set up the move and was paying for it for them. *** began getting combative on the phone with me, and understanding she was frustrated, I told her that if she is not happy with the guys or our service we will go ahead and cancel the service for the day. My workers do not have to work in a hostile environment. *** asked me to not cancel the service and to just move what was listed. I told her we could do that, and I called my crew to tell them to stay on site and move the inventory listed. My crew ended up moving all of the boxes, a buffet table, and a desk for the customer. The service from start to finish was 3 hours. This fell within the estimated time. The boxes that were packed by the customer we had documentation signed PRIOR to doing the move that we are not liable for customer packed boxes. That is our procedure, we do not cover items not professionally packed by us. I do apologize if things were broken. Upon completion of this service the customers that were actually on site said they were okay with everything, they were more upset with *** and an error that was done on their closing, which we have no parts in. They did not give any negative feedback on my crew of guys.
I am not sure where the asking of $235 reimbursement is coming from, as stated in *** own complaint she was estimated at $450.00. Her final bill was $615.00 which in her account would only be a $165.00 difference. *** actual estimate was between 2-3.5 hours for $435-$660 with three men.
Do not use - unprepared and unprofessional, rude and non-accommodating. They were booked to move a piano and an organ from our basement to a storage unit. They were given complete access information including the 15-20 steps in soft grass when booked. They arrived and decided they were not equipped to handle the project. We were told to call and reschedule and upon trying to do so the woman in the office, Natasha, became argumentative with my husband and now refuses to return to complete the job. Her drivers also turfed the neighbor’s grass when backing out and the company has a hold on my bank account for $140! I want my money released and will never make the mistake of choosing them again.
We apologize that the customer is not satisfied with the way in which their services were handled. Our goal on every move is to ensure the team members and customers goods are handled as safely as possible. While we were made aware of the 15-20 steps in soft grass, we had no control over the rain we received in the area. The rain softened the grass to a point that our team did not feel we could move the goods safely. We encouraged the customer to reschedule, and were told to purchase boards, to get it done that day. As a professional organization, that has served the community for over 10 years, we have policies and procedures that are followed on every move. The requests to complete the service that day and how to do so went directly against our policies and procedures. Our bookkeeper has processed a refund to the customer for their initial deposit in the amount of $132.50. The customer should receive this in 3-5 days, depending on their banks policies.
We moved on 6/7/19. We were originally supposed to have 3 guys, due to the size of the household we were moving. When they showed up, they added 2 more people who were "training" - but we were not being charged additional for their work. I use that term loosely because out of the FIVE guys, who honestly should have had the truck loaded in about an hour or 90 minutes, at most - 3 of them were PLAYING BASKETBALL...out back, with my sons hoop. While they had placed a large wall mirror on the side of said hoop. Since we only had TWO guys working, it took 2-1/2 hours to load the truck.
There were other issues as well: they did not pack the truck full, meaning there was plenty of room on the truck for other items that they did not take. They left A LOT behind, claiming they had no more room. My fiance is legally blind, so he just believed them when they told him this, however Matt (the manager) confirmed to Mike that the truck wasn't full because he had seen a picture.
They get to the new house, they attempt to back in to my driveway, which they couldn't do from the angle they were attempting due to the sharp degree of the turn required to pull off that maneuver. So they parked on the OTHER SIDE of the empty lot beside our house, on the side street. This required them to walk an addition 40-50 yards to even get the items to our house. In an effort to save time, my fiance just told them to put any non-furniture related items straight into the garage. But even with this "time saving" technique, it still took 3 of these guys 4-1/2 HOURS to unload a truck.
They took a 15 minute break, damaged the drywall going upstairs to my bedrooms. and by damaged, I mean GOUGED. I have pictures,
They broke the handle on my stove door. They took a large chunk of wood out of the ORIGINAL wood bedroom door upstairs - this door is original to the home, which makes it 90 years old.
They were handling our items so roughly that the doors were JARRED off of their hinges on my entertainment center! One of which, they just casually leaned against my bushes by my front door and left it there. Thankfully my son saw it and brought it inside before it was damaged further.
The movers were not working as a team. They were all carrying in items individually into the home, then they would all be inside for an extended period of time and come out together. Then, again do the same thing. Sometimes they were only carrying ONE box at a time. One of the movers I witnessed sitting on the side of the truck while the other two guys continued to unload items. This was the same worker that I witness throwing the company's utility dolly against the company truck.
And lets not leave out the fact that they were cussing...in front of my 3 year old. And while they took their break, they were joking around about smoking pot.
We have contacted the regional manager (Matt) and he contacted the franchise owner, but we have not had heard back from anyone about these issues. But we did hear back about them wanting the balance of their money. Well, until these issues or addressed and the price of the move is adjusted, no monies will be exchanged. When we discussed the damages with the manager, he literally dismissed the issue and said "file a claim on that, its not a problem." well, okay....HOW DO WE DO THAT?!?!???
I am beyond disappointed in my experience with this company. I had used them on my previous move, 3 years ago, and that was a totally night and day experience. Those movers were polite, organized and worked as a team and worked SMART. These guys this time worked dumb. They were doing stuff the hardest possible way and made things WAY harder on themselves than they needed to be. We did find out that the company recently underwent new management in the last 3 years, so perhaps that is a huge reason for the discrepancies with our experience.
However, I would NEVER use this company again, nor will I ever recommend them again. If anything, I will save my pictures and show them to whoever says they are considering using them. I am just appalled at the unprofessionalism and blatant disregard for customer service and customer satisfaction that this company has. I am so beyond words and absolutely livid by this whole experience. I will NEVER recommend this business to anyone ever again. And I will do everything in my power to deter people from utilizing your company.
Ms. claims are aggregious and are a completely inaccurate account of the service our team provided. When our team arrived the customer had more inventory than what was communicated to us over the phone when the estimate was created. All customers understand they are given a non binding estimate based on the information we are provided and are charged for actual time used. The customer proceeded to inform our team that they were only paying for a certain amount of time and did not care if the services were more than they were willing to pay. In an effort to meet the customers needs as well as ensure we were able to compete the move Our management team deployed additional workers. Once the move was complete the customer provided a check, the check bounced and was returned by the bank. Our team has communicated to the customer that ANY and all damages will be corrected based on our contractual obligation once payment is made. This is very clear in all of our pre move paperwork That was initialed by the customer. Furthermore, the customer was to provide us payment on two different dates and has failed to contact our office. Once payment is made, per our contract our organization will move forward quickly to suffice any and all damages as claimed by the customer.
I HAD ARRANGEMENTS SET FOR MOVERS TO COME ON FRIDAY 5/24. OFFICE CALLED ME 20MINUTES BEFORE THEY WERE TO ARRIVE TO STATE THAT THEY CAN'T COME TILL SUNDAY 5/26, I INFORMED THEM THAT SUNDAY WONT WORK FOR ME THAT IF NOT FRIDAY, SATURDAY WOULD HAVE TO DO. THEN WHEN THE 3 GUYS ARRIVED AT OLD PLACE CHECKED INVENTORY, THE 2 BLACK MEN WERE WONDERFUL&POLITE BUT THE WHITE GUY WAS VERY RUDE AND STATED GRATUITY IS MUCH APPRECIATED BEFORE THEY EVEN TOUCHED ONE THING. AFTER GETTING TO NEW PLACE, WHEN THEY WERE BRINGING UP MY BOX SPRINGS, I SAW ABOUT A 4" HOLE AND THEY BROKE MY ANTIQUE TABLE. WHEN I APPROACHED THE WHITE GUY, SINCE HE WAS INCHARGE, HE STATED "I GUESS YOU SHOULD HAVE GOTTEN THE INSURANCE ON YOUR STUFF SHOULDN'T YOU HAVE" REAL COCKY. ALSO, MY DRESSER HAD A BIG SCRATCH/GOUGE IN IT. I CALLED THE OFFICE WHEN THEY LEFT TO ALSO ADVISE THEM THAT I AM MISSING 4 TABLE LAMPS ABOUT 3-3 1/2 FT HIGH. I SPOKE TO SOMEONE AND HE INSISTED THAT THEY WOULD HAVE TO BE AT OLD OR NEW PLACE BUT TRUCK IS EMPTY AND THEY DONT HAVE; NEXT DAY, I WAS GETTING READY FOR WORK, WHEN SOMEONE FROM THEIR OFC CALLED ME 6X BACK TO BACK BUT I DIDN'T HEAR AND WASN'T EXPECTING CALL EITHER. SO WHEN I SAW I MISSED A CALL, I DID CALL BACK AND THEY STATED THEY DID FIND MY LAMPS AND THEY WERE ALREADY AT MY NEW PLACE AND THAT THEY WOULD HAVE TO DRIVE ALL THE WAY BACK TO GIVE ME BUT NO APOLOGY OR ANYTHING FOR THEIR ATTITUDE. I CALLED THE OFFICE TO COMPLAIN ABOUT ALL OF THIS AND SHE TOOK MY NAME AND PHONE NUMBER TO GIVE TO HER MANAGER ON 5-28 AND TODAY IS 6-8 AND I STILL HAVEN'T HEARD BACK FROM THEM.
My move on September 26, 2018 did not go well. It took 12.5 hours and the bill is three times the estimate. When I initiated the business over the telephone, I asked the representative if Two Men and a Truck would like to stop out to preview the pieces of furniture to be moved and *** declined stating it wasn't necessary. Consequently, we verbally reviewed the pieces of furniture over the telephone, room-by-room.
I did not sign a contract. Rather a have Estimate Detail.
I am not disputing the bill. I would like to pay it despite the fact it is three times the estimate.
The problem is there are damages to the walls and floors of my house. Also, there is significant damage to my valued three-piece *** tool chest and various dents, dings, and chips to the estate furniture.
Since I did not sign a contract, I technically don't have insurance protection according to a source a spoke with. I need concrete assurance that the insurance will cover the damages. The *** tool chest is no longer available and I will need some time to find a comparable replacement. Conversely, I have gathered an estimate from a furniture repairman.
There is another issue with the moving blankets that are shrink-wrapped to the estate pieces of furniture. On September 26th we negotiated an verbal agreement over the telephone with team leade*** to keep the blankets intact since we plan on moving the furniture out of storage in six months. However, this verbal agreement has changed and the owner would like to have his blankets returned and I can do that.
The issue is really about the insurance coverage.
Hello,
Our franchise has been in contact multiple times with ***s regarding his most recent experience with us*** has also been in contact with our corporate office, and all conversations have been documented. In regards to ***s concerns, our service agreements clearly state that until payment is made in full, no damages will be rectified. ***s has refused to make payment for services rendered. Also, in regards to ***s statement requesting an in home consultation, our local office and corporate office both listened to the call and ***s stated he was to busy to have a representative come to his home for a more accurate estimate. Furthermore, the communication to ***s from the owner of the local franchise did not state the the moving blankets were needed back immediately. The communication stated that until payment is made, no damage reconciliation will happen and that due to the amount of the services due and the fact that ***s has property of the organization (moving pads) further action will incur to suffice the open dispute. Once payment is made, the local franchise will work to suffice ***s' damaged goods, in a quick and timely manner by following the policies and procedures in place for the location.
Revdex.com:
I have reviewed the response made by the business in reference to complaint *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I need concrete assurance (in writing) that Two Men and a Truck will honor the repairs and damages by issuing insurance. Payment can be made at that time.
[Provide details of why you are not satisfied with this resolution.]
Regards
Hello, Hi my name is *** I needed a moving company and chose TWO MEN AND A TRUCK out of North canton Ohio. Was quoted 98$ over the phone. Was told would get a receipt in my email...never did. Was given a three hour window from 12:30 and 3:30pm. At 3:30 I had no movers and did not receive a courtesy call to let me know moving team was going to be late. I had to make a call myself to find out where my moving truck was.When the movers got there they was an hour and twenty minutes late. was not given a reason for them being late except I quote "THINGS HAPPEN" end quote. was also charged a price that I was not quoted. I was charged 140$ instead of 98$ which substantially raised my fee. I was not happy with the professionalism of this company. If they continue in this manner they will not be around for long....
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Two Men and a Truck regarding complaint ID.
Regards