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Two Men and A Truck

156 Douglas Rd E, Oldsmar, Florida, United States, 34677-2939

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Two Men and A Truck Reviews (%countItem)

• Mar 21, 2024

terrible customer service - will not follow up with complaint
So my ex wife hired them as the most expensive option. She told the court they inventory every item. They refused to open boxes and show an itemized delivery. I asked if I could get that in writing to hold her in contempt of court. Many weeks many calls to them ever several email with itemization. and they are waiting for the clock to run out. All I want is a letter from them they refuse to cooperate

They charged far above their estimate, and they were several hours late. I provided two different forms of payment because is was wll over, one didn'
The charge was far more than estimated, so I used 2 methods of payment, one was a debit card, the other a credit card. Apparently when recording my credit card number driver made a mistake. So, what I was told by Megan ***, that the payment was declined, I asked why they didn't call me instead they made two charges to my debit card creating an overdraft. I called to resolve issue, but was hung up on. Went into office & Megan was unkind, rude and unprofessional. I gave her a card to resolve the issue & noticed the one recorded on their form was incorrect, so instead of calling me and sharing that, they just took additional money on my debit card creating an overdraft. When I sent her an email reflecting that, she said another item created overdraft & I needed to get letter from bank, which by the way in over 15 years with this account have NEVER been overdrawn. I told her the balance change as a result of their unauthorized charge changed the balance and that's why the other item created overdraft, the overdraft would have not occurred without tha charge. So she was rude and wanted me to spend my time going to the bank to correct their mistake. I sent her an email saying just that, no reply. I reached out to AJ ***, asking for NSF charge refunded and partial refund. No reply. They are unprofessional, and caused me a lot of stress the day of and several days later, it's a shame they are unable to admit, it's not my fault the driver took my credit card number down wrong, nor is it my fault that no one called me. All it would have taken was a simple 5 minute call. Very disappointed, and will never use them again.

Desired Outcome

Refund for NSF charge of $36. and $300. for being over charged, and being treated unkindly & unprofessionally.

Two Men and A Truck Response • Aug 20, 2019

scheduled moving services with our company for June 1st, 2019. She was given an estimate based off the information she provided to our CSR for her job to take between 2 and 4 hours. *** was scheduled as the second job of that crew's day. Once the crew knew their first job was running late, attempts were made to contact *** to inform her. We offer our customers the option to re-schedule or take the later time if a job will fall outside the estimate window of arrival. *** selected 2 movers for her move, however with the delay in arrival we opted to send out a third man at no additional charge to her. On the moving services estimate *** signed, it notates that the total bill presented at the completion of the move is based on the actual number of hours it takes to load, move, and unload the customer's possessions. By signing our forms and allowing the crew to begin services, this enters the customer into the contract with Two Men and a Truck. Our moving services are provided to customers based on the option for us to do as little or as much as the customer would like. If a customer has a budget they cannot exceed, the option to have a cut off time is always available. *** never mentioned a budget so our crew performed the entire job as requested by her. At the completion of the job *** gave 2 cards for payment. One card came back as having a card number error and she was notified by phone call. The voicemail box was full so a letter and invoice was sent by US postal mail to her move to address in St. Petersburg that our crew unloaded her belongs to. *** moved out of storage so this unload address was the only one we had on file, however in efforts to reach her, the same letter and invoice was sent to the storage unit with ATTN: *** in the chance the storage unit was still corresponding to her, as these types of businesses have worked with us in the past to relay messages to customers. With 3 weeks passing by and no response from *** and a full voicemail box, payment was charged to the card on file. During the estimate all customers are asked what method of payment they will use and are informed that credit cards will be placed on file. *** noted during her estimate phone call that she would be paying by credit card; therefore we reserve the right to charge payment for unpaid accounts. Payment is due at the completion of services and with her move being not only complete, but 3 weeks past completion we processed payment for all services rendered. On the job sheet signed by *** it also states, "I authorize Two Men and a Truck to charge my credit card...". In the blank section $740.00 is filled in and signed for by ***.

It was only once the full payment went through that *** began corresponding with our company regarding her bill. At the completion of her job she never stated any questions, concerns or complaints. The complaints of a late start time and being overcharged only came with the filing of the Better Business Complaint. We cannot address complaints and concerns if we do not know they exist. In addition to this, *** was not overcharged as she was aware of our pricing structure, signed off on all pre-move paperwork and finalized contracts reflecting the costs. However, we enjoy our customers and addressing their concerns, so once *** voiced her issue with the remaining balance of $300.00 being placed onto a card that she did not want it on, it was handled immediately. No e-mails or phone calls were received from *** in regards to this. Our first interaction outside the job date with her was when she made an in-person visit to our office. Our employees are professionally trained to handle aggressive customers with kindness which is just what the two employees who assisted her did. *** was hostile and demanding, however our employees reacted with providing her what she requested which was to refund the payment on the card charged and place it onto another. This interaction engaged in front of a security camera which was reviewed for behavior. There was not any rudeness, unkind treatment, nor unprofessionalism from our employees. Two Men and a Truck is a business and once services are performed, payment is due. It is not unreasonable for us to expect payment to continue running our business nor should attempts to collect payment be considered unfair.
The transaction was immediately refunded from the debit card and placed onto the credit card she requested, although this is not typical procedure, we made an exception for the situation as to not deplete her of funds. *** demanded a $36.00 NSF fee be refunded to her immediately as well since the charges, in her words, "caused the overdraft". Without receiving payment or any efforts to address the lack of payment we processed the card on file as mentioned. Payment falls on the customer and ensuring they have the funds to cover such expenses is their responsibility as well. The exception we were willing to make for covering the NSF fee came with the requirement of proving that Two Men and a Truck was at fault for the fee. *** provided images of her account showing that she had an NSF fee, however she would not send an image including the date for us to verify. This charge could have come from any day, month, and year. However, entertaining the idea that this NSF fee was our fault, which we had not and still have not agreed upon, although as a business it is not our responsibility to ensure the customer is financially able to engage in moving services with us, we were willing to work with ***. Upon analyzing the other image that she did send transactions showing dates, it appeared her account was at $1,606.00. A check was written by her of $1,250.00 (not for our company) and our charge of $300.00 was pending. The combined total of these two transactions would have left her account at $56.00, not in the negative. In addition to this, a note on her account was attached from her bank stating that check #2007 for the amount of $1,250.00 had an overdraft fee and our charge was yet to process.

*** failed to pay for services provided so we collected on the card on file as indicated in her estimate for end of service payment options. As a business we must operate as one and collect on delinquent accounts. It is unfortunate we will lose *** as a customer as we never enjoy losing customers; however we see it fit to terminate the professional relationship in order to prevent future payment discrepancies and aggressive interactions. The offer to cover the NSF has been withdrawn from the table and a refund of $300.00 will not be offered due to all services being performed.

Customer Response • Aug 20, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
1. I was sent an email after the move, and I gave them a bad review, so there was contact they just choose to ignore it.

2. When I came into office and spoke with Megan, and asked her why wasn't I called, she had no reply, why didn't she tell me than that they allegedly attempted to call, she did not, and she did not mention that written correspondence was sent.

3. When I email AJ *** on the 7th of July, why didn't he/she respond with that information? They chose not to reply and ignore me.

4. I have my call log from my service provider, my debit card was charge on June 6, so no call from them from June 6th forward am I able to identify as Two Men and a Truck, Megan processed the transaction, she would have called.

5. My voicemail in not left full, because I have a sales job and need all messages.

6. If a call came in I would have called it back, because I'm in sales and my call log reflects that pattern clearly.

7. No corresponce was ever received at ***. in regards to this, and quite honestly it seems stupid to say, because if I had received that I would have corrected it immediately, the reason I provided 2 methods of payment was to that my account would be overdrawn.

8. The charge of $300. was pending on my account which in fact changed the balance in my account, so when another item was presented for payment and overdraft occurred, the overdraft would not have occurred had my balance unknown to me was pending a $300. transaction I knew nothing about.

9. I have 9 years of banking and extensive accounting skills, at times I bring my balance low, but have never had an overdraft until I had this very unfortunate experience with Two Men and a Truck.

10. I would like a date and time of "said call" and the number from which it was made.

11. I don't believe security cameras can reflecta bad attitude that statement is odd, but it should have shown and elder dog left unattended, growling and wagging it's tail right.

12. For the statements that they are claiming to be true, that means I would want to cause myself harm, doesn't make sense. I had the means to cover the expense. Unfortunately, I believe the statement in regards to calling me and mailing a statement to be false. I show no calls from them and would be delighted to give my call log, once they advise you the number used to reach out.

Two Men and A Truck Response • Aug 21, 2019

Two Men and a Truck Reply:

The e-mail she is referring to about being sent after the move is an automatic reply card that comes from within the system. This is not a monitored e-mail account. When *** came into the office she was hostile and loud. She was so set on being the loudest one in the conversation and making sure she had the last word, there was no room for our employees to even speak. However , the documents shown to her included an invoice that's lists, payment details showing the declined payment, the notes stating the invoice was sent to her move-to address, and the notation of her voicemail being full. Whether she chose to see these items is beyond our control, as mentioned before she was more concerned with being hostile than hearing us out. No correspondence was received by Aj ***. Without correspondence, we cannot reply. Calls were made to ***; this is how we knew that her voice mailbox was full. The fact that *** works in sales and therefore cannot ever have a full voice mailbox is out of our control. The voice mailbox was full when our attempted calls were made. ***'s claims of never receiving our correspondence by US mail are he said, she said at this point. We have protocol we follow when accounts are not paid in full at the end of the move. One step in this process is a letter by US mail. To stress once again, it is not unreasonable or absurd to expect payment for services rendered. This continuation of rebuttals does not address the issue at hand. *** wants a refund of $300.00 because she feels she was treated unkind, and unprofessionally. We service hundreds of customers each month and have a 98% referral rating. This goes to show that we must be doing something right and be treating those customers fairly and professionally. *** is a customer whom we just can't please. Each day she has a new complaint and a list of reasons why she feels personally attacked. Our company does not agree with her, as we treated her as we would any other valuable customer. As mentioned in our previous rebuttal *** failed to pay for services provided so we collected on the card on file as indicated in her estimate for end of service payment options. As a business we must operate as one and collect on delinquent accounts. It is unfortunate we will lose *** as a customer as we never enjoy losing customers; however we see it fit to terminate the professional relationship in order to prevent future payment discrepancies and aggressive interactions. The offer to cover the NSF has been withdrawn from the table and a refund of $300.00 will not be offered due to all services being performed.

Customer Response • Aug 24, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
If a company sends an email to a customer asking about their experience, and it is not monitored that's very disturbing. When I filled out a review sent to me after move, I expected it to be replied to not have it sent to a black hole. If they are not going to review them, they probably should send them out.

Please review attached call log, no incoming calls from Two Men and a Truck. However, the day they overdrew my account the log shows I called them, unable to resolve on phone hung up by an Al, I was forced to come into the office. I was greeted by an elder dog, unleashed growling and wagging tail. Spoke with a man breifly and he got Megan, yes I was upset, everything with move went wrong, and now this, I just didn't understand why they didn't call. So, I bought in another card to cure the concern and while Megan was reversing entry, I pulled the card that was originally given and the number was recorded incorrectly, when I mentioned that to Megan she said very sarcasticly "that would explain it", I asked why wasn't I called, my name and number appear of the form, she refused to answer, I said, again, I just don't understand why I wasn't contacted.

Please see attached call log, emails from Megan & emails to aj.

Had Two Men and a Truck merely called me, this would have been corrected. I feel they have made a mistake and don't want to admit it.

The overdraft on my account was due to a check in the amount of $1250., however my balance was affected as a result of a $300. charge pending I had no knowledge of.

Ops Manager knew the move was going to take longer and intentionally misquoting me to get the sale and then failing to provide the services I paid for
Do not use this service: Complete and total bait and switch with prices, staff inefficient with time, Management is a joke and left approximately 25% of my household items at the originating location.

Upon moving towards my closing of a new to me home I began to research moving services coming across this joke of a company. Using their online quoting tool, I came to a figure that just didn't seem right. That said I decided to call and have an in house "estimate". The clown that showed up stated that the original estimate was correct and there was no change in the "estimate"

Come moving day I had the lead mover come in and tell me that the estimate was off by several hours which was to cost me an additional $ 300+ I had advised that I had a person from the company come out for an in home estimate and after describing the individual it came to my attention that it was the Ops Manager that had showed up for the in home inspection. After staff burning time to make a call I was told that the Ops Manager thought the move was going to take a lot longer than quoted but worked something to come up with that number.

After raising the price they ended up leaving movable items which was about 25% of the total household items at the old property. I read the disclosure of what they wouldn't take and the items that were left didn't meet that criteria. To make things worse there was no offer to get another truck to move the remaining items or any other solution.

I hired this company to move my house from point to point and they failed miserably. I ended up having to rent another truck last minute and spend half of the next day moving the remainder of items with my spouse.

I reached out to the company to advise of the situation and NO ONE has attempted to reach out and remedy the situation.

Bottom line is this company is a straight scam. Being told that the Ops Manager knew the move was going to take longer and intentionally misquoting me to get the sale and then failing to provide the services I paid for....run don't walk away from this company.

Desired Outcome

I paid for a service which was not provided in its entirety. I didn't pay to have part of my things moved. This was the most absurd business experience I have ever had.

Two Men and A Truck Response • May 29, 2019

In regards to the cardholders attempt to resolve the issue with the merchant, the customer reached out to us and when our operations manager attempted to offer a solution for his concerns, he cussed the manager out and told him not to contact him again.
The customer was given an estimate nearly a month before his move on 3/25/2019. This was performed over the phone with a CSR who explained all the fees associated with moving and a copy of the estimate was sent to the customer by e-mail. On 4/10/2019 the customer accepted the estimate and provided the CSR with a credit card to secure his spot on our schedule. Upon booking, a pre-move letter was sent to the customer by e-mail to reconfirm all details and pricing.
On 4/27/2019 a crew was dispatched to the customer's home. Upon arrival, the lead driver went over paperwork, once again disclosing our pricing structure and the customer signed off on the statement, "I have received, read, and agree to the Pre-Move Confirmation Letter". Once the paperwork was signed our crew went to work. The move was estimated to go between 3.5 and 5.5 hours and when the customer expressed concern he was told we could do as little or as much as he wanted. If he wanted us to perform the entire job, it may exceed the estimate. If he was uncomfortable paying more than what the estimate stated, he was advised we could stop at any time however not everything would be moved. There were pieces of furniture that had been left behind due to there being rat dropping and roaches on it. Per our policy we do not move infested furniture. The customer was made aware of this, understood our policy and said he would move those pieces in a trailer on his own.
The services provided by Two Men and a Truck were not incomplete due to an invalid reason; it was due to health and safety concerns. We do not move any furniture that has pests due to contaminating our trucks and then future customer's belongings. The remaining furniture was the responsibility of the customer to move. In addition to this concern, the customer was unsatisfied with the price so together with him, we decided to call the move quits and charge for the time used, not going any further.

Customer Response • May 29, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I expected nothing less than the response that has been received. This company and it's representatives lie in writing to the Revdex.com and my card company. What they didn't take into consideration is I have logged everything and *** pick apart this response with documented facts. When a business stoops to this level of misrepresentation they shouldn't be allowed to stay in business.

In regards to the cardholders attempt to resolve the issue with the merchant, the customer reached out to us and when our operations manager attempted to offer a solution for his concerns, he cussed the manager out and told him not to contact him again.
This is an outright lie. As noted in the below email I advised I wouldn't accept phone calls and that any further communication needed to be in writing. If the business wishes to dispute this provide the recording.

From: T
Date: Mon, Apr 29, 2019 at 8:45 AM
Subject: Re: Pre-Move Letter
To: Two Men and a Truck
Cc:

I hired your service to move my entire house from point to point. Your company failed to complete the task.

Your crew was inefficient in the process increasing time and cost to me.

Your crew left their trash at the originating pickup location. I have pictures documenting this.

I specifically had you come to the start address to provide an accurate estimate to move the entire house and your crew leader literally said there was no way it was you but after describing you he later laughed and said there was no way it could be done in that time frame.

My costs increased from max quoted by $350+

The failure to complete the job caused me to incur additional costs and unnecessary stress to get the job done in its entirety.

All things considered, your company had failed to meet the contractual obligations for services rendered.

Any further communication needs to be via email. Phone calls will not be accepted.

I will be in touch.

No email communication has ever been received to date. I would NEVER have spoken with them via phone as I noted any comm needed to come in writing. NO ONE has ever contacted me.

The customer was given an estimate nearly a month before his move on 3/25/2019. This was performed over the phone with a CSR who explained all the fees associated with moving and a copy of the estimate was sent to the customer by e-mail. On 4/10/2019 the customer accepted the estimate and provided the CSR with a credit card to secure his spot on our schedule. Upon booking, a pre-move letter was sent to the customer by e-mail to reconfirm all details and pricing.

What is being left out here and it's very important, as noted in the email copied above I didn't accept the online quoting tool. I questioned it as noted in the prior complaint. As such I specifically requested a representative come to my house for an in home estimate. This is key information in the deceptive sales practices. Furthermore it was the Ops Manager who provided the low ball bait quote stating that the online quote was about accurate. To further debunk this absurd accusation I went online and did use the quote tool, not believing the info I was reading, I called and spoke to a rep at the company again going over items in the house...being told that was accurate and still not believing what I was told I had an in home estimate done by what was later determined to be the Ops Manager for this location.

On 4/27/2019 a crew was dispatched to the customer's home. Upon arrival, the lead driver went over paperwork, once again disclosing our pricing structure and the customer signed off on the statement, "I have received, read, and agree to the Pre-Move Confirmation Letter". Once the paperwork was signed our crew went to work. The move was estimated to go between 3.5 and 5.5 hours and when the customer expressed concern he was told we could do as little or as much as he wanted. If he wanted us to perform the entire job, it may exceed the estimate. If he was uncomfortable paying more than what the estimate stated, he was advised we could stop at any time however not everything would be moved.

Again, a total misrepresentation of the events that unfolded. The lead drive came in and after assessing the items to be moved told me that I would have to pay more, much more than quoted. As stated in the original complaint I had the lead mover come in and tell me that the estimate was off by several hours which was to cost me an additional $ 300+ I had advised that I had a person from the company come out for an in home estimate and after describing the individual it came to my attention that it was the Ops Manager that had showed up for the in home inspection. After staff burning time to make a call I was told that the Ops Manager thought the move was going to take a lot longer than quoted but worked something to come up with that number. After I was baited in with a low price the lead drive pulled the switch refusing to move forward unless I accepted at the time the new quote amount. Failing to accept the switch would have left me and my belongings stranded at the original location. There was never a discussion as to " when the customer expressed concern he was told we could do as little or as much as he wanted. If he wanted us to perform the entire job, it may exceed the estimate. If he was uncomfortable paying more than what the estimate stated, he was advised we could stop at any time however not everything would be moved."

There were pieces of furniture that had been left behind due to there being rat dropping and roaches on it. Per our policy we do not move infested furniture. The customer was made aware of this, understood our policy and said he would move those pieces in a trailer on his own.

More lies. NO furniture had rat droppings or roach infestations. Furniture that was left behind included but not limited to a solid wood kitchen table, 2 chairs and a solid wood bench. Other items left behind included ladders, small boxes with clothes among other items. They didn't move nor were there a request to move oven, dishwasher a couch or other household furniture items. This is a total fabrication. Further I don't have a trailer hitch on any of my vehicles, so how could I have stated I was going to move these items via a trailer?

The services provided by Two Men and a Truck were not incomplete due to an invalid reason; it was due to health and safety concerns. We do not move any furniture that has pests due to contaminating our trucks and then future customer's belongings.

As noted above, this claim is total fabrication. There was no issue with any of my furniture. This is part of their game. What they had as noted not moved didn't meet that criteria.

The remaining furniture was the responsibility of the customer to move. In addition to this concern, the customer was unsatisfied with the price so together with him, we decided to call the move quits and charge for the time used, not going any further.

This is a copied and pasted response to clearly other issues this same company has had as that is not what occurred. Person responsible for responding to complaints both Revdex.com and Credit should know better and don't.

There was no decision EVER to call the move quits. There was no discussion of getting the movable items moved to the new address.

This branch of company needs to fire all higher level management and start over. If this is the way upper management wants to do business with consumers it's only a matter of time until your business implodes. This as noted has been the most absurd business traction of my life.

See attached PDF for Q vs A on matter

Two Men and A Truck Response • May 30, 2019

All communication with this customer has been from a demanding and hostile stance. To say that everyone in management needs to be fired, that the operations manager is a clown and to continue to degrade individual humans is not leading toward a resolution for this customer. We're not even sure what resolution this customer is seeking due to him not being able to set his hostility aside and address the issue with calmness.
Our statements were made with truthfulness behind them and can be supported by signatures and initials on the paperwork. In regards to our contractual obligations, the estimate paperwork presented to the customer states; " I understand and agree that the total *** presented to me at the completion of the move is based on the actual number of hours it takes to load, move, and unload my possessions. I accept the estimate by Two Men and a Truck and understand that by accepting this estimate, I am entering into a contract with Two Men and a Truck to perform the work described in this estimate". The customer signed off on this contract and therefore we carried out our end of the arrangement, which was to perform the move. If the customer was not satisfied with the possibility that an estimate may not be exact, he had the chance to deny services and we could have walked away from the job. Per the customer, we collected his signature indicating we would like us to move forward with performing the job and we did.
This customer has already processed a credit card dispute with his bank yet continues to belittle our staff through the Revdex.com. We can't offer a resolution for him if he has not paid for any services and we can't positively communicate with an aggressive person. We take pride in our company and enjoy taking the stress of move day off customers. There does come a time when an estimate goes over what the expectation was, although an estimate is based on the information provided by the customer and may go under or over the expected time frame due to unforeseen circumstances. With this particular customer, the move went over estimate due to him having an idea in his head of how long he expected the move to go versus the actual time involved. The reason why furniture was left behind was due to a pest issue. We cannot accept pest infested belongings as it is a liability to future customers. When issues arise we work with the customer to come to a middle ground, however this customer has not given us a chance to offer a resolution before submitting a credit card dispute to return his money and submitting this complaint to the Revdex.com. At this point we would like a non-hostile reply from the customer expressing what he feels should happen next instead of an attack at management. We would like to make things right for our customer and leave things on a positive note but we can't do that without following proper procedures. Once the customer submitted the complaint to the Revdex.com we have to cease communication by phone and e-mail and continue the complaint rebuttal process through here. At no point has the customer made a request on what he would like to see happen, that combined with the fact that he already disputed the full payment has left us with unsure on what he actually wants since at this point he has not even paid anything for a full days move.

Customer Response • Jun 04, 2019

Thanks to my Credit card company, I have been refunded 100%. This is not reversible by the vendor.

People, be aware of how this company conducts business. If you choose to do business with this company it's on you as you have been warned.

Find another moving company....this place is a joke.

Horrible packing, 95 of boxes not marked

See below
This was the worst moving company! Clothing dumped into wardrobes. Most boxes were unmarked.
Other items were dumped into boxes. Couldn't find kitchen plates or pots and pans, or utensils. Other boxes were just dumped in. Entire kitchen items was just dumped. Still going through boxes now that are unmarked. Most items were with from different places.Office items were dumped in boxes. Can't find some items. John W. is the Manager, with whom we dealt with. They had to come back to the old house because they left items everywhere! Even closets had items left. Other items were just left at the front door, in cabinets throughout the house. All the while the owner was in Las Vegas, not willing rectify the situation.

Desired Outcome

We want a billing adjustment for their mishandling, lack of respect for our entire household and clothing items. Didn't care if they were ripped or broken. They just threw items in the boxes.

Two Men and A Truck Response • Feb 27, 2019

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Description: MOVERS, MOVING SERVICES-LABOR & MATERIALS, MOVING SUPPLIES, PIANO & ORGAN MOVING, MOVERS - OFFICE, MOVING & STORAGE COMPANY

Address: 156 Douglas Rd E, Oldsmar, Florida, United States, 34677-2939

Phone:

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+1 (727) 786-8828
+1 (727) 733-0421

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