This company did not supply appropriate employees to handle our move, taking twice as long to complete the process so they could overcharge us.
Two Men and a Truck originally estimated a 2 to 4 hour move for our small list of furniture (large items only with NO packing)from a two bedroom condo. We moved only 75 yards down a parking lot in the same condo complex. When the written estimate came by email, they had switched it to a 4 to 6 hour move. I called to ask why, and they said it would probably take less than 4 hours but they wanted to make it 4 to 6 just in case. They said not to worry, we would not be charged for the extra hours. I took them at their word. On the day of the move, they sent one truck and two men. One of the men was experienced and a very good mover, the other man had only just started and clearly had no experience lifting heavy furniture. He kept repeating, "We aren't used to moving "real" furniture!" We were terrified that he was going to drop our furniture, as his arms and legs would shake every time he lifted something. After about 6 hours, these two still had not completely loaded our short list of large furniture items, and it became clear that they were trying to stretch out the hours of work so we could be charged more. (As a side note, we had moved every single box we had packed (ourselves)and every single picture and every small piece of furniture and all clothing items to the new condo, and they still had not finished!) At this point, my 54-year-old husband decided to become the second mover (replacing the shaking guy, who then spent the next 3 hours standing around and watching)so that we could get the move completed and we would have less damage. About NINE HOURS after they started, they finally finished (although the second helper was done long before)and left. The local manager said he would do us a favor by only charging us for 6 and one half hours. It is not a favor when the move should have taken a maximum of 4 hours and the second mover was basically worthless. After many conversations with the local manager and the home office in Michigan, we still feel like we were ripped off. We have moved 10 times over the last 30 years (locally and state to state), and we have never experienced anything like this. It was a horrible experience and I would never recommend this moving company to anyone. They used deceptive practices and unqualified employees to conduct business.
We would like to be refunded a minimum of two hours of charges (@ $125 hour) and be compensated for the damages to our furniture. We are not asking to get something for free, we just want to pay a fair amount for the services delivered and have them take care of the damages to our items. They damaged a new mattress which we have not been compensated for; they broke a glass shelf and we have not received a new one; and they damaged a mirror that they offered to pay $125 for but we have not yet seen a check.
The customer was given a 4-6 hour estimate and this is reflected in her pre-move letter. Mrs. ****** was sent a pre-move letter via email on 8/6/2014 at 11:01 am. Under the estimate section of the pre-move letter it states:" The estimate is based on information you provide, and on the assumption that your house is packed and ready to move upon arrival. Estimates are given to inform you of approximate costs and allow us to schedule movers appropriately. Actual charges reflect the time spent on your move, plus boxes, packing supplies, travel time and other extra charges."
The customer's move was from 8:15 am to 3:45 pm. However, she was only charged for 6.5 hours. The movers called during her move and stated that they were having issues maneuvering a dresser down the stairs. The move manager went to the customer's residence to mitigate the issue and he was onsite for 30 minutes. The move manager helped to move the dresser and he took an hour off the customer's bill to accommodate for the time spent with the piece.
The customer signed release of liabilities for her damaged items. She initialed the release statements "mattresses must be in bags or not covered release and the glass and pictures in boxes/crated or not covered." The customer did not have the mattress in bags or the other items crated. Even though her damaged items were fully released, we still made several good faith gestures to the customer. We hired a restoration vendor to repair the mattress and we sent Mrs. ****** a check for $125.00 for the mirror and glass shelf. It takes up to 5 business days to receive the check once a check request is made to our bookkeeper. The customer signed that they were satisfied with the repair made to the mattress.
The customer contacted the Customer Care Department at home office. The Customer Care Department did an investigation and found no issues with the resolution process given to the customer. The Customer Care Department has closed the case.
(The consumer indicated he/she DID NOT accept the response from the business.)
This company employs bait and switch tactics in order to charge the customer more money and operates in a dishonest and unprofessional manner. As previously stated, we were initially told that the move would take between 2 and 4 hours. In writing they changed it to between 4 and 6 hours, and when I emailed to find out why they changed it, they said it did not matter what was on the pre-move letter since it was just an estimate. It would likely only take 4 hours and we would not be charged. And it was the kind of move that should have only taken a maximum of 4 hours if we had had two competent movers as promised. What we got was one mover and another guy who stood and watched the majority of the time while my husband stepped in as the second mover. I also was not informed as to the mattress issue. The mover handed me a sheet to sign and told me that he could not start unless I signed it. It was not explained to me that I had to purchase mattress bags or damages would not be covered. As for damages, I was called on the phone and asked if I would accept $125 for the broken mirror frame ONLY. I said that I would. There was no discussion that the $125 was to cover all damages. I still expect to receive a replacement glass shelf for my china cabinet (which they had promised they would make and get to me) and I expect additional repairs to my ripped mattress. I also expect to be refunded for the excess moving hours over 4. I can forward the email where I asked why they changed the estimate to more hours, and I have pictures of the unresolved damages.
Final Business Response
Two Men And A Truck is upfront with our customers about the billing process. Every estimator reads from the same script to ensure all customers receive the same message. The script covers the service fee, 1 hour minimum, how we prorate the bill and that you are billed on the actual cost of the move. Our script reads as" In terms of the rate, our service is billed by the hour with a one-time service fee which covers the cost of fuel, mileage, and the equipment needed to complete the move. The service fee for your move would _______ dollars. The rate for 2(3 o4) men is_______ per hour Monday-Thursday and_______ per hour Friday and Saturday. With our service, we do have a1 hour minimum. After the initial hour, we do prorate into 15 minute increments so you receive the fairest bill as possible. The time would begin when we arrive to the first location and it ends as soon as they have completed the job at the final location There is no tax on our moving service and there are zero hidden fees You are only billed on the service fee and the actual time of the move."
As stated in the previous correspondence, the pre move letter details the estimate and informs the customer again "actual charges reflect the time spent on the move." We email every customer their pre-move confirmation letter.. In an effort to promote good customer service, we sent a manager onsite during the move to help the movers navigate a piece that they were having issues with. The manager took an hour of the bill totaling $125.00. The customer didn't voice any complaints to management during her move. The company is fully released from all liabilities for the damaged mattress, broken mirror and glass shelf based on the release statements the costumer signed. However, we still made good faith gestures to the customer. We sent a restoration vendor to repair the mattress. We also sent the customer a check for $125.00 for the damaged mirror and glass shelf.
Our commitment is to continuously strive to exceed our Customer's expectations in value and high standard of satisfaction. When we fall short of this it deeply concerns us. In spirit of our mission statement we made several attempts to satisfy the customer. Even though we are legally released from liability based on the signed released statements, we still gave the customers good faith gestures by way of repairs, time off the bill and compensation for damaged items. The customer has received discounts, repairs and reimbursements, totaling $325.00.