ComplaintsforTwo Men and A Truck

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company broke belongings and stole our stuff. They manipulated and lied about forms that we had to sign.

  

  Business response

  07/01/2024

  We are so sorry this customer is so unhappy.  We do our best to educate each customer regarding our policies when moving from a storage facility - that we CAN NOT BE RESPONSIBLE for items previously damaged; only while they are in our care, custody and control i.e. while they are being moved.  We even ask they sign that they understand this. See attached Release of Liability.   Customer is also given the opportunity to do an inventory of items being moved which was declined.  Without an inventory customer could say whatever they want is missing.  They did sign that everything was delivered that we picked up.  Only possibility is that things were left in storage, but they signed we removed everything.

  Again, I am including the Release and hope they find their missing items.
  

   

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 3/26 Amount $950.93 Movers damaged my $2,000 couch. I took pictures and reported the same day. I kept getting the run around and leaving messages finally was able to speak to ********* and he said that if I gave him the item # of the couch and location of where I purchased it that he would look into replacing the slipcover. I sent him all the *************** have not gotten the issue resolved. He said he would send someone out to look at the damage and get an estimate on repair- that also never happened. He said that he would have the Owner ***** call me- I still have not heard from her. He offered $120 for the damage and that is unacceptable- that is not close to enough to cover the repair & material of the slipcover. They have ignored me and have provided poor customer service. Lack of communication and integrity.

  

  Business response

  06/21/2024

  ****************** moved with our company on 03/26/2024 and spoke with an Assistant Manager regarding the damaged sofa late that evening. He expressed his intent to dispute the full cost of his move due to the damage We attempted to contact ***************** on 03/27 and 03/28 and left voicemails requesting a call back as we required some additional details. We received a call back on 03/28 and requested pictures of the damaged sofa in order to formally open the damage claim. We later received the pictures on 03/30.
  As is customary, damage claims are put on hold until we know the outcome of any dispute filed. In this particular instance, ****************** seemed very impatient and we had no reason to believe that he was not going to dispute the charges as he stated that he would. After waiting for a bit longer than a week to ensure that no dispute had been filed, we then sought a suitable Vendor for the repair of the sofa which proved challenging.
  ****************** then put his Assistant (**********************) in charge of handling the damage claim.She made it abundantly clear that Mr. ******* needed the claim to be resolved as soon as possible and that he was unwilling to wait much longer. We explained the challenges being faced and offered to pay the sofa out at the coverage that ****************** selected for his move and signed for, being the Released Value of Shipment, which pays damaged furniture out at $0.60 per LB, being the value declared.
  On 04/26, ******* stated that ****************** was not interested in the payout and that he preferred repair.In an effort to keep ****************** happy, though we reserve the right to payout at any time, we continued our search for a vendor to facilitate the repair. We eventually found a vendor who could do the repair, and updated Josylan accordingly with an expected repair date of 05/24. Unfortunately, the vendor did not show up as scheduled and we immediately began searching for another after not being able to get in contact.
  Unfortunately,our attempts at locating the exact slip cover for the sofa were unsuccessful as the style is discontinued at Rooms to Go.
  ****************** is adamant on having the sofa repaired, but we were/are unable to find a vendor to get the repair done. As a result, we opted to pay the sofa out at the Released Value of Shipment referred to above. We allocated a gross weight of two hundred pounds to the sofa requiring a payout of $120.00 and have finalized the claim accordingly.
  Though we fully understand that ****************** is unhappy with the decision, we are left with no alternative for all the reasons stated above.
  
  We always hope that a customer will opt for full value coverage, so that we can replace when necessary and end up with a happy customer.

  Customer response

  06/21/2024

   
  Complaint: 21873595
  
  I am rejecting this response because:

  The lack of communication that I have received from Christan & the company is unacceptable. I have been waiting for a return phone call from ********* but have yet to receive one; but he promptly responded to my BBB complaint and my ****** review. I am a Business Owner and I understand the importance of communicating with my clients and providing exceptional customer service. ******* contacted local upholstery & repair businesses around ********** who would either assess if it can be repaired or make a new slipcover. She has not faced the challenges that ********* claim to have faced in his previous message. My couch is a standard loveseat with a white slipcover that can be easily replaced. There have not been any genuine concrete efforts to resolve this issue. I would appreciate a phone call back & repair/replace my slipcover or if that cannot be done, I want a refund for the poorly trained movers that mishandled my property. 

  
  Sincerely,
  
  ***************************

  

  Business response

  06/26/2024

  ****************** claims no response from our manager which is simply not true.  We have spoken (at least with his staff)

  many times.  I have heard the conversations.  We have done our best to deal with his damage and, in the end, had no choice but to pay out the full value of the item as declared by him the day of his move.  We have called him again this week to tell him the check was being sent and he proceeded to tell us he had disputed his charge for the job.

  It is our policy - as also signed off on by ****************** - that we do not pay out damages until the job is paid in full, therefore we will send his check as soon as his dispute is resolved.
  

  Customer response

  06/27/2024

   
  Complaint: 21873595
  
  I am rejecting this response because:

  Christian and his team have given the bare minimum. My assistant called (3) local reupholstery businesses willing to see if it can be repaired or make a new slipcover. I want the company to take accountability for the damage that the improperly trained movers caused. I am not accepting the $120 check they are trying to force my way. I want a refund for my move or for the company to cover labor & materials for the repair/remake of the slipcover. To reiterate the cost of the loveseat was $2000; $120 is not nearly enough to cover the repairs or replacement. They opt for the payout only because they know the material/labor would be substantially more expensive.

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I first called two men and a truck to make an appointment, the lady I spoke with to schedule my move didnt seem to know much. She asked me what was being moved and the date needed. I gave her the information. She sent me the quote, well actually she sent me two. She called me back and told me to disregard the first one which was actually less than the second one. When I got my pre-check email it had the wrong moving date on it. I called the office and spoke to a very nice gentleman and I explained she put the wrong date. He said no problem we will fix it which he did. The day of move the moving team called me to let me know when they would be there. Very prompt. The showed up, was supposed to be 3 people but they had a trainee with them. No big deal. Everything was going great. As they were loading the truck, I left to go to my new house and my husband stayed behind with the movers. Fast forward, they showed up to my new residence, unloaded everything. When they were leaving I gave them each a very nice tip including the trainee. After they left my husband informed me that they had asked him if they could go in the fridge (at the old house) to get something to drink. He said sure. Not realizing until they left to go to the new house that they took all his beer ( it was about a six pack worth). So once they left the new house my husband plugged in our new (only 2 months old) 75 TV that the movers moved, and when he turned it on there was a huge crack in the upper right corner of the tv and the screen had no picture. I was livid. I called one of the movers from the number that called me earlier to let them know. I sent them pictures and he said he would let his manager know. The next day I got a phone call from Two Men and a Truck. I told him about the tv and he said he saw the pictures. He apologized and asked me to send him the make and model of the tv and where we purchased it. I sent him the info. He emailed me back and this is what he wrote: and I quote. Here is the weight it is a little less than 70 lbs. I will round up to 70 lbs. to make it even. Now, I am multiplying 70lbs times $0.60 per pound totaling $42.00. Like I said we will look to try to repair or replace before issuing a check for the amount. I will be contacting vendors now. $42 ARE YOU KIDDING ME!! They are not taking responsibility of damaging our 75 *** All they said to me was as a courtesy they will send us the $42 check for the *** I would really appreciate any help with this matter to either have them repair it or replace it.

  

  Business response

  12/06/2023

  We happily paid the customer 100% of the value they declared as the value of the **** 60 cents per pound.  In actuality, we had no liability for the ** as the customer signed acknowledgement that we are not responsible for the inner workings of mechanical items - which this turned out to be.  There was no external damage to the **.  
  They are just fragile these days.

  We paid her even though we had no liability and feel this was above and beyond. So very sorry she is unhappy.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a move for my uncle to an assisted living facility with this company. I started with the statewide number and provided the address where he was moving from (*************). I should have been directed to the ************ location which the recorded line indicated I was. I wasn't told until after the actual move that ************* was the truck location which is significantly further south than ****** and both locations of the move. There is no justification for that expense especially not notifying me ahead of time. And if there was a lack of trucks available at the closest location I should have been discounted due to the company's unavailability. I was quoted an estimate of 769. The final charge was ****. There was a significant wreck on 95 which delayed us over 30 minutes. The movers waited over 20 minutes to get in touch with the office to "check me out". I was charged from the time the truck left to the time the truck returned. However nearly an hour of that delay was not a fault of mine. There are numerous cameras at the facility which is the move location which will show the movers sitting around waiting to get a hold of the office. The movers dropped a nightstand which broke. It could not be repaired. I was offered a reimbursement of 36$. This is a wooden nightstand with drawers. Any search of the internet will clearly show an average cost of a nightstand being at least over 100$ most of which in the 200's. I was charged 300+ more than my original quoted estimate and the delay was the primary reason which again an hour of was not my fault. Also the additional drive time to and from the location further from the move sites. I should be reimbursed for the difference that is the fault of the company and not mine.

  

  Business response

  11/02/2023

  ************** booked a move with our company to facilitate moving services from *************, **, to ****************, **, on Saturday, 10/28/2023.During the booking process, ************** was in fact directed to our ************/************* Satellite franchise which is part of our **************** We do not currently operate trucks from our **************** in *************. However,we estimate and process all billing from the affiliated zip codes in the area as if the trucks were being dispatched from the ****************. Accordingly,drive time is estimated and billed based on time taken to and from the ****************, in this particular instance as explained to **************, one hour (The drive time between ************* and ************* in both directions) was not charged for at the time payment was collected. This was verified via truck GPS and relayed to **************.
  Ms. ****** original complaint to our company was that the movers arrived to **************** prior to her and had to wait for some time due to the fact that she got stuck in traffic. ************** stated that traffic was not in her control and that she should not have to pay for the time stuck in traffic. We explained to ************** that traffic is not in our control either,and that our movers still have to be paid for the time. ************** was unwilling to accept the response and subsequently found multiple other issues with the move after receiving the news.
  ************** then stated that the movers took an hour to process and finalize payment while in the lobby of the building. We explained to ************** that the movers were on the phone with Management during the time in question due to a technical glitch, and also advised that she was not billed for the time. The Bill had already been finalized prior to the movers calling to report the glitch and no additional time was added for issue. ************** later stated that the process took thirty minutes, before reducing it again to twenty minutes. This time was not charged for and the process was approximately ten to fifteen minutes. Once again, this was verified via truck GPS, actual billing, and discussion with the movers alike.
  Unfortunately, during the process of moving, a nightstand drawer was damaged as reported by **************. Our movers immediately took pictures of the damaged nightstand, reported it to Management, and a Damage Claim was opened on our end. Per our Moving Services Contract signed and agreed to by **************: We reserve the right to either replace or compensate for the damage. It goes on to state that Liability for customers goods are released at a rate of 60 cents per pound per article and will not exceed $4.00 per pound per article. Additional valuation may be obtained from your home owners and/or renters policy or Two Men And A Truck.  Due to the original condition and material of the nightstand in question, it was determined that the best course of action would be payout. We allocated a weight of sixty pounds (More than the average weight) to the piece requiring a $36.00 payout. This was explained to ************** in depth. She accepted the payout during our phone discussion and was eager to get off the phone.
  In addition to the issues noted above, there was a long walk at the drop off location which was not mentioned during booking.
  Due to all the issues noted above, the job took an additional two hours, increasing the total cost of the move by $330.00. ************* signed and agreed to our Revision To Home Estimate and new Moving Services Contract as acknowledgment of the increase in price. 

  Customer response

  11/08/2023

   
  Complaint: 20806070
  
  I am rejecting this response because: (ANSWERS- provided to each comment disputing the information provided by the company below) 

  ************** booked a move with our company to facilitate moving services from *************, **, to ****************, **, on Saturday, 10/28/2023. During the booking process, ************** was in fact directed to our ************/************* Satellite franchise which is part of our **************** We do not currently operate trucks from our **************** in *************. (**** NEVER TOLD TO CUSTOMER) However, we estimate and process all billing from the affiliated zip codes in the area as if the trucks were being dispatched from the ****************. Accordingly, drive time is estimated and billed based on time taken to and from the ****************, in this particular instance as explained to **************, one hour (The drive time between ************* and ************* in both directions) was not charged for at the time payment was collected. This was verified via truck GPS and relayed to ***************

  ANSWER-

  That is not accurate. Not until I questioned the billing was I explained that they "under billed me" your words. They should have actually charged me longer and stopped the clock before arriving fully back to the office. I was not explained that a different office further from both move sites was used until I disputed the charges. Additionally the charges are not based on drive time to and from the original location quoted because the start time, as explained to me, was the truck leaving their ************* site. Also the "stop" time was after leaving the facility, which again makes the below information blatant lies because it states the time stopped before the movers sat around waiting to get someone on the phone, inaccurate and purposefully false information.

  
  Ms. Queens original complaint to our company was that the movers arrived to **************** prior to her and had to wait for some time due to the fact that she got stuck in traffic. ************** stated that traffic was not in her control and that she should not have to pay for the time stuck in traffic. We explained to ************** that traffic is not in our control either, and that our movers still have to be paid for the time. ************** was unwilling to accept the response and subsequently found multiple other issues with the move after receiving the news.

  ANSWER- 

  This is again factually in accurate and all of my complaints were told to this person up front so the suggestion I suddenly found more issues is a lie. I wrote on the copy I signed the issues the day of the move- you have a copy- so not sure how I could have fabricated additional issues while on the phone with you?? Myself AND the movers were stuck in the same traffic. We arrived at the exact same time. And when I brought up to you, with the movers present, that we were all stuck in traffic on 95 for over 30 minutes the movers agreed with me and you said nothing. So your own employees in fact agreed with that statement with you on the phone. And I standby that I am not in control of traffic on an interstate and should not be financially responsible for it. 

  ************** then stated that the movers took an hour to process and finalize payment while in the lobby of the building. We explained to ************** that the movers were on the phone with Management during the time in question due to a technical glitch, and also advised that she was not billed for the time. The Bill had already been finalized prior to the movers calling to report the glitch and no additional time was added for issue. ************** later stated that the process took thirty minutes, before reducing it again to twenty minutes. This time was not charged for and the process was approximately ten to fifteen minutes. Once again, this was verified via truck GPS, actual billing, and discussion with the movers alike.

  ANSWER-

  My times did not bounce around. I am very sorry me breaking down the specific times to account for the total was so confusing for you. We were stuck in traffic for over 30 minutes. Your movers waited for over 20 minutes in the lobby to get you on the phone (again this is on camera). So in total that is approximately an hour of time in TOTAL that I was asked to pay for and not within my control. Because the primary reason I was overcharged an additional 300+ dollars as a surprise was it took longer than originally quoted. But I was asked to pay for time not within my control.

  
  Unfortunately, during the process of moving, a nightstand drawer was damaged as reported by **************. Our movers immediately took pictures of the damaged nightstand, reported it to Management, and a Damage Claim was opened on our end. Per our Moving Services Contract signed and agreed to by **************: We reserve the right to either replace or compensate for the damage. It goes on to state that Liability for customers goods are released at a rate of 60 cents per pound per article and will not exceed $4.00 per pound per article. Additional valuation may be obtained from your home owners and/or renters policy or Two Men And A Truck.  Due to the original condition and material of the nightstand in question, it was determined that the best course of action would be payout. We allocated a weight of sixty pounds (More than the average weight) to the piece requiring a $36.00 payout. This was explained to ************** in depth. She accepted the payout during our phone discussion and was eager to get off the phone.

  ANSWER-

  The nightstand was in perfect condition prior to the move. I don't know what the "original condition" comment is supposed to justify. Again I brought this up to you on the phone, wrote it on the paperwork I was forced to sign, not given an option to not sign I would like to add, and then you instructed your movers to take a photo only when I brought it up. They were planning to leave without documenting it, No they did not "immediately" take a photo and address it as you suggested. I was not eager to get off the phone. You were incredibly dismissive and disrespectful and I took the call at work and had to step out of a meeting so when it was clear you were not going to be human about any of our discussion I asked you if there was anything else and you said no. And I in fact told you to have a good day and ended the call respectfully. 

  
  In addition to the issues noted above, there was a long walk at the drop off location which was not mentioned during booking.
  Due to all the issues noted above, the job took an additional two hours, increasing the total cost of the move by $330.00. ************** signed and agreed to our Revision To Home Estimate and new Moving Services Contract as acknowledgment of the increase in price. 

  ANSWER-

  The biggest lie thus far. My uncle moved into an assisted living facility. He is in a wheelchair. We could have used carts which were offered. AND I pointed out 2 different parking areas that would have made their walk closer and they refused. The area they parked at the facility that was SO MUCH further to move my uncle's belongings was entirely within their control. I have zero responsibility for their walking longer.

   

  Again I was given no option but to sign the paperwork which is why I wrote out my disputes with the bill on the carbon copies as record. 

  
  Sincerely,
  
  ***********************

  

  Business response

  11/09/2023

   

  So sorry that ************** is still upset with our service.  We do have GPS proof of where we were and at what times.

  We will refund to her an additional 1/2 hour of labor as a pure customer service gesture if that  will help.  Please let me know.

  In regard to her damage, we do let each customer select their own level of coverage.  We encourage every customer to take full value coverage so they are not unhappy with any payout.  She elected to cover all of her things at $.60 per pound and we paid her accordingly,

   

  Please let me know if you are interested in the offered refund. I feel that that is all we can offer.

   

   

   

  Customer response

  11/09/2023

   
  Better Business Bureau:
  
  I accept the refund offer from the business. 

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid them to help me move. I had $6000 worth of items stolen from me by the movers. They refuse to help me or reimburse me.

  

  Business response

  03/21/2023

  To whom it may concern.

   

  ******************************* contacted Two Men and a Truck and booked a move on 10/20/2022 from her storage unit to her new home, we executed the move per customer agreement and instruction, customer duly signed our ************** agreement & Sales Order sheet, acknowledging by her initials that she inspected the load location and our truck to ensure all items moved per our contract. 

  Customer afterward informed our office of some missing items (which he did not disclose what specific items were missing at that time), We interviewed our 2 movers (Separately) and both stated did not know nor took any items. We also checked the truck GPS and noticed there were no detours taking during her move. They also stated that the customer mentioned that her ex had access to her storage unit. 

  We notified the customer of our finings and that if she wanted to contact the police we will collaborate fully with authorities, which she eventually she did. 

  Please see attached ************** Contract sheet, Sales Order sheet and Customer contact log for your records. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had the company located in ************, ** handle my move on 12/22/22. My sales order # is 0532-000026648. 2 guys were sent, and after the truck was loaded, I was told it was full. Dining room table, 4 chairs, 2 tv's, and ************* were left at my home and not loaded. Called the office to find out how to get the rest of my things. I told them I was getting a UHaul to get the rest of my things and was told that they could send someone to load my things left off the truck onto the new truck. I told them that was not the contract and I needed my things offloaded as well. At the drop off site, one man was down and could not help. I had to help off load my furniture as no effort was made to send other helpers. Me and the remaining mover had to offload. I was contacted by the office and told not to get on the truck and they were working on getting help sent. No help ever arrived. The other mover injured his ankle at my home and could not offload. He did however put one of the beds together and then sat in my condo the rest of the time. I sustained major bruising and most pieces of furniture was severely damaged. I paid $2028 and was refunded $150 for being unsatisfied. I was told by ****** that he would load the items left at my home, drive my UHAUL to Naples and he and another man would offload. This never happened. I was told a $200 check would arrive for furniture damages, no check has arrived. I am asking for the remaining $800 I am owed for services not received and physical damage I sustained while moving my own furniture. After disputing this with the company I have gotten no where. I have small claims court paperwork ready to be filed if this is not resolved.

  

  Business response

  02/21/2023

  To whom it may concern.

  The customer, ************************* contracted ********************** for a move on 12/22/2022 as per order # ****-000026648. 

  Move was executed per our Service Contract Agreement and Sales Order detail for the final agreed payment for total service cost of $2,028.70, customer provided credit card to process total payment for service rendered, as well as signed approved on Sales Order & ************************ Disclosures form. 

  Not all items the customer wanted to move will fit in the truck, as she added more pieces than initially booked. We offered to send another truck, which would have been an additional charges to her bill, but customer refused. We did have one of our movers twist his ankle that could not be replaced due to logistic & availability issues as the unload was in Naples 132 miles away from our office location; however, the mover was eventually able to continue work, and the customer was not billed for the down time this incident may have caused. Furthermore, after the customer continued to have grievances with the delay of the move and items left behind, we processed a refund of $150.00 toward her credit card payment, as a good faith gesture for the inconvenience. 
  
  Customer stated she had some damages that occurred during the move, and a damage claim was opened. Two Men and a Truck determined it was best to payout the items as our agreed upon liability of $0.60 per pound, for a payout cost of $210.00. Customer signed & Initialed the Released Value of Shipment clause, that states The customer declares that all of the items ********************** is moving or otherwise handling for the customer has a total cash value not exceeding $.60 per pound per article as confirmed by customers initial, customer stated will dispute the charges on his credit card. Damage claim was placed on hold until the dispute is resolved, as stated in our ************** Contract that No Damages will be honored until the charges for moving services have been paid in full. Please see highlighted section in the signed & agreed ******************* Contract, ************************ Disclosures form, Sales Order sheet and Customer Contact log.  
  
  We did offer to load the customer's U-Haul with the items that didn't fit in the truck as a complimentary gesture, but customer refused as she requested our assistance at the unload in Naples, which being 132 miles away was unreasonable.   

  Now that the credit card dispute has been settled we will be processing this week the Damage payout check of $210.  

  Please let me know if you need further information.
  
  Sincerely,
  *****************************
  TWO MEN AND A TRUCK

• Initial Complaint

  01/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I gathered an estimate for a move a couple weeks prior from Two Men and a Truck. They provided the two attached documents that provide an estimate for my move, occurring on December 10th, 2022. The documents dictated that this was an estimate, not a confirmation of a move and that they would call me 48 hours prior to confirm. I was called on December 9th, 2022 (less than 24 hours prior). When I informed them I was not longer moving or in need of their services they informed me I would be charged a $480 cancellation fee. I tried to reschedule the move but they said I would still be charged the fee. I have sent them a note with my documentation and they refuse to acknowledge their wrong doing. They did not provide me documentation of a cancellation fee or uphold their end of the contract to call me 48 hours prior and therefore I should not have to pay this cancellation fee.

  

  Business response

  01/31/2023

  To whom it may concern.   
  

  The customer, ********************* contracted ********************** for a move on 12/10/2022 as per order # ****-000026514. Our complaint response is as following:
  
  1. Move was scheduled and confirmed on 11/26/2022 as customer reviewed estimate and provided credit card information to secure the move, and the Pre-Move letter was sent via email to customer which confirms the booking. Please see attached documents & Customer Contact log. 
  
  2. Pre-Move letter stipulates cancellation terms listed on Page 1.           
  
  3. The customer in this compliant is referring to the Estimates email text, which states This email and the move details provided do NOT confirm your move or schedule availability. however, she neglects to mention that the same email in 5th paragraph states In order to reserve your move, we will need a credit card number, which the customer provided to book the move and the Pre-Move letter was sent. Therefore, the cancellation fee was valid in accordance to the Pre-Move Confirmation letter, and as the customers move cancellation was within the 48hrs penalty stated in our Pre-Move Confirmation terms.  (Please see customer contact logs communication activity)
  
  Two Men and a Truck executed company policy and charged two hours of the service rate as mover was reserved, dispatched and cancellation/rescheduling was requested less than 48hrs prior move date. Additionally, the blocked slot of this move incurred in loss revenue for potential business.
  
  Please do not hesitate to contact us if you need further information.
  
  Sincerely,
  *****************************
  TWO MEN AND A TRUCK

  Customer response

  01/31/2023

   
  Complaint: 18894314
  
  I am rejecting this response because: I never received the pre-move letter. I was sent an email that said "confirm your move" that I understand had I clicked it would have taken me to the pre-move letter. However, I did not click that button on the email to confirm my move as I did not wish to confirm it. Additionally, the email I received stated I would be called 48 hours prior to the requested move time to confirm, which I was not. This means they did not uphold their contractual obligation 
  
  Sincerely,
  
  *********************

  

  Business response

  02/01/2023

  Please hear the voice recording attached or at the link below, this was the recording at the time of booking, the customer was informed of our cancellation policy verbally as well from the laps times 14:15 to 15:10 in the recording message. 

  *****************************************************************

  The customer was emailed a Pre-Move letter which stipulates our cancellation policy and was also informed verbally when booked as you can hear on the recording in the link above. 

  Customer response

  02/01/2023

   
  Complaint: 18894314
  
  I am rejecting this response because: I received the attached emails following the call which informed me my move was not confirmed and that I would be notified 48 hours prior to confirm, changing the information recieved over the phone. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Absolute WORST experience. My parents were moving from a 2 story home into a condo and had initially paid for 3 men but ended up with 2 in the middle of the move because one of the movers was on parol and his ankle monitor broke - he was removed from the location so they ended up charging us double for the initial quote for the work of 2 men instead of 3. The worst part of the move was that the man on parol was caught rummaging through a few of my mothers items - unzipped a bag that was clearly personal and invasion of privacy and began looking for things. It was caught in the act so nothing was reported stolen. This is absolutely disgraceful and shameful behavior from this company. A lot of the furniture was also scratched during the move. I spoke with the manager with my complaints and little to nothing was done. There was no discount offered or difference in amount of money due after everything that was done. Untrustworthy and unprofessional. This situation was not rectified correctly.

  

  Business response

  12/09/2022

  We are very sorry for any inconvenience to the customer the day of the move. Even though the sender was not our customer, we are still happy to do what we can to respond to her complaints.

  We agree that when we had to remove an employee before replacing him a short time later, it was an inconvenience for the customer.  He was not charged for 3 men during the interim.  He did have many more items than disclosed during his estimate and he signed that he understood why the move would go longer than estimated and why.  We are very diligent in doing background checks on every employee.  Unfortunately this employee recently was found guilty of a minor charge and failed to tell us.

  We have issued a partial refund to try and make up for the customer's inconvenience.  We did not know there were any damages and the customer has been asked to send us pictures of the scratches.  We will repair or compensate as soon as possible.

  Customer response

  12/10/2022

   
  Complaint: 18534137
  
  I am rejecting this response because:

  as an employer, it is your responsibility to know the CRIMINAL status of your employees. He had an ankle monitor on! His criminal status was obviously ignored by your managers. Also, it does not matter if the employee failed to tell you, because you should be a responsible enough company to manage that appropriately. Sending someone with a record to handle all my familys personal belongings is unacceptable. I also do not appreciate how the fact that he was rummaging through a box was ignored in my last complaint. You sent a criminal to our house, and if my mom was not there he would have absolutely taken something. He was searching in the box, we are not dumb, he was obviously not checking to see if it should go in the truck like he said. Also, a manger came to our home to remove him, and wasted time which we were CHARGED FOR? $150 does not cut it, if we are not issued a full refund now, we will escalate this complaint.  
  
  Sincerely,
  
  ***************************

  

  Business response

  12/12/2022

  We are very sorry that complainant is still unhappy.  We feel that we have done what is appropriate in these circumstances.

  Customer was not charged for one minute of downtime and, in fact, has been given a credit for any inconvenience. There is no way to do a background check each day and thank goodness the employee's background has no hint of being a danger to customers.  He has in fact been disciplined for going through the customer's box.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved August 1 2022. I signed a contact for no more than $800.00. The company charged my credit card almost double that amount. They left my brand new couch in lobby after trying to shove it in elevator and tore the leather severely. They scratched my glass dining room table. They did not use blankets or bubble wrap. My new bookshelf has damage. They damaged the floor if my new home. They scratched the front door. They broke multiple pictures. I have filed a case with them. 4x the adjuster was supposed to come. He has never showed to make this right. The manager ****** avoids my calls. Please help me.

  

  Business response

  10/26/2022

  I have spent the morning researching this complaint and I am perplexed that the customer feels she has had a hard time reaching us.   I have seen email after email showing correspondence with her.  I agree that, unfortunately, she had more problems than an "average" job.   We set up a vendor to see her damages and appointment was postponed to Hurricane problems.  We have asked her many times if she would like to settle out her damages for the .60 per pound which she selected as coverage the day of the move and she has said she would prefer to wait for repair.  Since then she has written that she wants a partial refund for her move or she will dispute charges - that she was surprised the bill was higher that the estimate.   I am sending her signed revision of estimate separately (she had long walks during her move that were not disclosed during our initial contact with her and resulted in the move taking longer.}    By contract we cannot proceed with repairs while payment is being disputed for obvious reasons,  We just spoke with her again and have explained she cannot have it both ways.  If she agrees to payment we will be happy to start over with our vendor or pay her out for damages.  We are awaiting her reply.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved on 5/27, *********** sent 3 men. They all worked hard but they were understaffed, when we suggested they get more help, they declined and mad no effort to contact company, The men were overtired and damaged our property, They dropped a book case sown a et of stairs damaging the oak treads and loosening the wrought iron spindles on the staircase, and damaging the bookcase. Additionally they damaged desk and other office furniture. By the end of the day the men were exhausted, they needed to move my BBQ to the other side of building, they loaded it back into the truck and moved it to the opposite side of the building, in the process of unloading it they dropped it off the tailgate of the truck damaging it beyond repair, (It was a ceramic grill) . When the men finished they gave us paperwork to sign . this was the only contract we every received. We noted the damage and took pictures the men said the company would pay us for the damage. we received a check for the grill of $60. The retail cost of the grill is ***** plus there was a diffusing plat inside that cost around $150 we obviously questioned the payment , they sent something claiming the value was .60 a pound, nowhere in the contract can I find anything saying they will pay for damaged items by the pound. They kept promising to send someone to fix stairs, They finally did after dozens of calls., 2 1/2 months after they damaged it . This damage was in the house we were moving out making it more difficult to sell. We have since been sent a additional check of $192 for damages. They never sent anyone to repair damaged furniture. I would like to be fairly compensated for the Grill and have someone come out and repair furniture.

  

  Business response

  09/19/2022

  On 05/27/2022, we provided **************** with moving services from her two-story home in ****************, ** to a third-floor condominium in ***************, **. Contrary to Ms. ******* belief, we were not understaffed nor were our movers overtired, but rather, we sent three able bodied trained movers to facilitate her moving service. **************** acknowledged this in her statement by mentioning that the movers worked hard.
  Upon arrival at Ms. ******* pickup location, as is customary, our lead mover sought and received signatures from **************** for our Moving Services Contract, which clearly states our hourly rate, travel  charge, and will not exceed amount.Additionally, the Moving services Contract clearly states our damage claim policy along with the terms of same.  The Damage Claims portion of the policy states that Liability for Customers goods are released at a rate of not less than 60 cents per pound per article and will not exceed $4.00 per pound per article. It goes on to state that additional valuation may be obtained from home owners and/or renters policy or Two Men And A Truck. **************** also initialled our Released Value of Shipment declaring that all items being moved or handled has a total cash value not exceeding $0.60 per pound per article, therefore waiving additional valuable coverage and protection.
  During the course of the move, it became evident that the job was going to take substantially longer than originally estimated (6.75hrs).Our lead mover advised **************** accordingly and requested that she sign a Revision to Home Estimate for a total of ***** hours due to multiple additional pieces of furniture, boxes and disassembly/reassembly of items being required. **************** signed the Revision and the move proceeded.
  Unfortunately, there were some damages during the move. A BBQ fell off the rear of the truck at the unload causing it to shatter beyond repair. Additionally, **************** later advised of damages to office furniture and stairs. Unfortunately, some of the furniture being moved (particularly a shelving unit) had not been emptied as requested in our pre-move letter causing some items to fall out on the stairs during moving.  When these damages were reported the following day, we requested pictures of the damaged items and stairs in order to proceed with the damage claim. We finally received the pictures on 6/28 as **************** initially sent the pictures to the wrong address. Additionally, upon receipt of the pictures, they were VERY close up of the damage itself, and we were unable to identify what each picture represented. We requested new pictures and *************** sent them promptly later that day on 6/28.
  Once received, we immediately prepared and sent a check for the irrepairable BBQ in the amount of $60, representing a payout for 100LBS of damage. We also immediately sought a vendor to facilitate repairs to the office furniture and stairs. Unfortunately, this was challenging as our primary Vendor was unable to make a timely appointment. We attempted to secure other Vendors to no avail. **************** was growing impatient, so we opted to pay out the remaining damaged furniture at the selected coverage of $0.60 per pound per article rather than keeping her waiting. We calculated a gross weight for the office furniture to be 320LBS and issued a check to **************** accordingly on 07/20.
  Finally, the earliest appointment that we were able to secure for the repair to the stairs was August 26th. The Vendor delayed the appointment to the first week in September and has repaired the stairs to Ms. ******* satisfaction.  
  We have honored our contractual agreement with **************** in all regards and no further action is deemed necessary on our part. 

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