ComplaintsforTwo Men and a Truck

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired them for moving, and they movers did not follow instructions. Only moved about half of what I asked them to, which I didn't realize until they left. When I called the company to complain, they agreed to send out another crew, and waive the transport fee which is about 200 dollars. I wasn't terribly happy with this, but I agreed. Called them the morning the crew was to come out to see what time they would be arriving, and they informed me that they just weren't going to move the rest of my things. I was supposed to be out of the old house two days prior, and this put me in a terrible spot. Had to hire another company, and pay premium last minute rates in order to finish the move. Company had taken a door off the hinges and did not replace, also broke the front step and hand rail to the house. They sent someone to put the door back, but did nothing else that they were hired to do. Tiffany at the office was great, but the ops manager Josh was horrible. Wouldn't even explain why they weren't going to finish the job they were contracted for.

  Business response

  11/28/2022

  Business Response /* (1000, 5, 2022/09/07) */ We were unable to move the rest of the items due to the nature of the items. Customer did not inform us within the 48 hour window of any damages to property. NC regulates moving rates. Either there was no "premium" rate or the other company overcharged this customer outside what the state of NC allows for moving. There were items that were moved and the charges reflect only the time spent on the move. The customer signed the moving services agreement which stated what the charges would be. No refund will be provided for actual services that were provided. Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has no idea what items needed to be moved. They were simply boxed items, and there was no reason they couldn't move them. They agreed to move the remaining items, and when I called the morning of the move to see what time they would arrive, they told me they weren't coming and would not provide a reason. The state of NC may not allow premium charges, but I paid them regardless. This company caused me major issues by cancelling the service they agreed to provide the morning of the move.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company was scheduled to move items on February 4, 2022. Total of 4 movers and 2 trucks. Before starting, I had a conversation with the lead mover about precautions taken to insure care of the items being moved. The lead assured me top care would be given to our property and everything would be handled properly. He made a point to state the extra insurance was a waste of money and that they never have incidents. I took the lead's recommendation and went with the standard coverage. While loading the truck, one of the movers stacked multiple boxes from the kitchen on a dolly that were clearly labeled "glass". The boxes were not positioned correctly and fell to the floor as soon as the dolly was moved. The mover allowed these boxes to fall from the dolly to the floor 3 times before carrying them by hand. While unloading the truck, a mover used a dolly to bring a custom, 10 cubby shelf to the garage door and then attempted to carry up the stairs instead of use the dolly. Halfway up the stairs the back board snaps & breaks from the pressure of him trying to hold tight & carry it in. After seeing this negligence & disregard displayed in my presence, I was now concerned for all my property. My new (6mths old) king bed frame was damaged (split headboard, scratched/chipped/dented footboard, side rails, & slates). My twin double daybed was assembled improperly & bolts stripped, also new. Among the broken dishes were a set of champagne flutes from my wedding. 1 of the laptop screens were cracked & now unable to populate any visuals. I spoke to someone in the office February 5, 2022 about the damages, provided images. Spoke to manager Josh on February 7, 2022 who stated the movers did not file a complaint so he would file one for me. Company repair person called February 23, 2022 about coming to my home to repair the damaged items but he never came by. March 29, 2022 Josh called to settle for $166, said he was not concerned with exact weight of solid wood for proper calculation

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/04/06) */ The customer requested a full refund of their move in leu of a repair. The items were packed by the customer. The customer released liability for the boxes they packed by signing the release document. Initial repairs were setup until the customer requested a full refund. Customer signed for basic valuation of $.60 per pound. When the customer asked for a full refund we countered with the valuation we are contractually obligated to provide. The customer declined. We suggested to the customer that they counter with a fair value request as the damaged bed frame was not worth the $2,050.37 that the move cost. Further, we accept no liability for customer packed boxes as we cannot guarantee that they are packed properly. We are still open to a fair value settlement should the customer want to reach out and make a fair value request. Consumer Response /* (3000, 7, 2022/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand not accepting liability for personally packed items, but I have moved 7 times in the last 15 years(packing my own items) and have never had anything more than minor scratches. The company asks customers to disclose concerns of valuables prior to the start of service, which as previously stated, I did. The movers manipulated me into believing they would properly care for my property while it was in their possession. As a "professional mover/handler" it is unacceptable to drop a box 3 times clearly labeled "glass". When these boxes were dropped, it did not give off a sound. When the mover finally decided to physically carry the boxes to the truck, there wasn't a rattle of shattered items nor was he physically harmed by sharp items. So, I would say the items were packed properly. Furthermore, as a "professional mover/handler" if you find yourself in this situation, it should be reported (which manager Josh from Two Men and A Truck agreed should've happened when I originally disclosed my issues). This is pure negligence and disrespectful to the clients face and lack of due diligence as an employee. The behavior and responses displayed by Two Men and A Truck is not and has not been "fair". I did not request a full refund in lieu of repairs. As previously mentioned, I received a call February 23, 2022 that my information was unknowingly passed over to a repair company that fixes items damaged by Two Men and A Truck. The gentleman said he needed more information about the damaged items. The actual repair appointment was never scheduled. On March 28, 2022, I was contacted by the manager, Josh from Two Men and A Truck, who stated the company would like to settle instead of having my items repaired. I asked how much the settlement would be and he requested I present him with a dollar amount. Josh agreed I should look everything over and give him a call the next day. After considering the cost to have items repaired and/or replaced myself, I simply asked for a refund. Two Men and A Truck is aware repairs are both timely and costly, which is why he approached me with the idea of settling. When the manager, Josh from Two Men and A Truck called me back on March 29, 2022, he stated they would only offer a $166 settlement. I told him that was not $0.60 per pound and was curious how he came to this amount. Josh from Two Men and A Truck stated they use a generic weight listing to come up with the figures. I told him that was unacceptable and declined. Manager, Josh from Two Men and A Truck did not ask me for a counter offer. Josh has shown in his actions and verbal responses that the company was at fault but is failing to claim any financial responsibility. It has been two months of no resolution and the manager, Josh from Two Men and A Truck chooses to reference my case as "another thing he needs to clear from his desk". I just received a call on April 5, 2022 to schedule the repair appointment which the repairman said Two Men and A Truck hadn't claimed responsibility for the costs. It is embarrassing for Two Men and A Truck to say "We are still open to a fair value settlement" when that's not what they are presenting. Two Men and A Truck knows their employees failed to follow protocol and were simply careless during this move which is why the repair request was submitted in February. Two Men and A Truck needs to take in consideration the repair cost for a company versus an individual. My cost as an individual would be quoted much higher than a contracted company quote. I suppose Two Men and A Truck's idea of "fairness " is gaining the clients trust and in return openly disrespecting/neglecting their property and taking no ownership/responsibility/liability along the way. Business Response /* (4000, 9, 2022/04/12) */ We would consider a reasonable fair value assessment should the customer request it. To date the customer has only requested a full refund which is neither fair nor reasonable. Consumer Response /* (4200, 11, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since a full refund was said to be unreasonable; I would like to counter with a $2,000 settlement. Business Response /* (4000, 13, 2022/05/02) */ We are not responsible for the customer packed boxes as stated on the release of liability signed by the customer. A repair for the damaged furniture would be approximately $200-450. A fair and reasonable settlement is $450. We offer $450 to settle this claim. Consumer Response /* (2000, 15, 2022/05/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) This dispute is for furniture that was disassembled and then reassembled by two men and a truck. Furniture that was damaged while in your company's possession and/or while your team was assembling, disassembling, and transporting. Furniture that the company agreed to repair and then refused to honor that agreement/commitment.

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