ComplaintsforTwo Men and a Truck

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First of all someone call me and I left a message for ***** ***** of your staff that contact me and I left her a message and his name is **** and he works for BBB and he said he works for 2 men and a truck and if he is on their side I need a person that is going to be fair to my complaint. The complaint is I live in Columbus, OH. for 5 years live at **** ****** *** ********* **. I move on July 13, 2023 and talk to ***** ********** and he gave me a estimate for $2,197.00 which is way to over charge to move from Columbus to Mansfield 57 miles I told him to send me good respectable movers he said I will send you the best 2 men for the job. and it was HELL humiliation insults and breaking all my good hard earn items up they change the contract the day I move to 2,885.00 and that is against the law and breaking the written price me and my 64 year old Daughter are owners of both property and the one man name **** is evil and no good he was the ring leader of evil of having the other workers doing a terrible job and I am 84 year old women they are the worst people ever they SCHEME AND PLOT TO TAKE ARE MONEY WE HAD TO BE OUT OUR HOME THAT DAY AND THEY HIRE 2 MORE PEOPLE TO MOVE A FEW ITEMS AND THEY REFUSE TO LEAVE AFTER THEY UNPACK THE ITEMS ON THE TRUCK BECAUSE WE TOLD THEIR BOSS WE NEED THEM TO GO AFTER UNLOADING BECAUSE IT WAS COSTING US $169.00 HOUR HIS NAME IS ***** and they started at 9am and did not finish until 9pm they broken tables $178.00 and 42 inch TV $250.00 and my Daughter bed mattress from Macy's dirty it up took the plastic off it and 2 other mattress dirty that cost money to clean replace left them in the yard and left items blocking the garage doors and we had to tell them to move broke the washing machine that is $160.00 to fix we had appliance man come out and they destroy the walls in our new home we have our new neighbors to witness and we have people helping us to unpack a few more boxes of broken expensive items and glassware unreplaceable antiques that employee **** cuss out my Daughter after I paid them with the Credit Card that night and he said we should cuss out ***** ********** for not sending a bigger Truck all four men Fred, Mickey, Noah, Jake act like they are on drugs and that **** ask me for $20.00 for lunch money and I gave it to them thinking they would respect us I WANT $400.00 IN REFUND I DESERVE $700.00 FROM THE ORIGINAL ESTIMATE PRICE BROKE IT THE DAY OF MOVE THE OUR CROOKS FROM MRS. ****

  Business response

  08/11/2023

   

  #20420290

  To Whom It May Concern,

  The inventory Ms. **** told us was around 5600 pounds, our trucks will hold around 7500 pounds when full, however when we arrived it was going to spill over into a second truck. She had her daughter there who was in her 60s, and she was extremely rude. They said they told us to bring our biggest truck, they had a lot of stuff, however we have 1 size truck and the amount they told us initially (5600lbs) would have easily fit in one truck.
  
  They tried arguing with my dispatcher over price saying they're already paying a lot, and he reiterated our hourly services if they would like for us to proceed to get the added items remaining. They finally agreed to pay for an additional 2 men and 1 truck to get the remaining items.
  
  When we were loaded at 3:30 with all of their items they told our guys they had to stay and clean and would see us at the unload closer to 5:00. No big deal, about a 30 minute wait, however they did not arrive to the unload until 6:45 and would not allow us to start the unload because they wanted to "bless the house". When our dispatcher called and explained the urgency of the matter, they got mad at him and kept saying he was trying to take advantage of 2 old ladies. We finally started unloading and the house was smaller than the previous home so not everything would fit as organized as they would like, and they said we could not put anything in the garage to help make more space in the house. We had to put items in the garage because their house became like a storage unit, and our dispatcher told the customer we had no other option. She cussed out my dispatcher and the movers onsite, but in the same breath said we have worked so hard for them. She tried to talk my dispatcher out of charging for the 2 other guys we agreed upon, and when my dispatcher explained he would not be doing that she got angry with him again.

  When we arrived the morning of the service it was apparent there were more items to be moved and not everything was prepared to be moved by the customer. We communicated the options to the customer before we proceeded, and the new revised plan was agreed upon. I attached the documents we have the customer sign off on before we proceed with the service, and the signatures and initials once the service is complete. 

  We did everything we could to help this customer, they were simply not prepared or willing to work with us in any way. 

  Customer response

  08/29/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20420290
  
  I am rejecting this response because: 

  
  '******* ******' via Dispute Resolution - Shared Inbox <[email protected]>
  Aug 28, 2023, 10:43 AM (1 day ago)
  to [email protected]
  
  Hello BBB I am Ms. **** I move from Columbus,OH. on July 13, 2023 the complaint is against Two Men and truck we me and my Daughter our both owners of the home we move from in Columbus and both owners to the home they move us to Mansfield.Ohio the 4 workers  broken and damaged our furnitures, washing machine and my Daughter $600.00 mattress set dirty and torn all 3sets of mattress sets are all dirty when we put them in plastic coverings they took it off they threatened us they will have to take mattresses threw upstairs windows the windows they would have break windows to get upstairs (the windows are small windows they where all on drugs unqualified people off the streets they argue with us from the time the arrive and left took from 9am till 9pm ask me for lunch money) they broke 42 inch TV and expensive furniture and glassware and antiques THEY HAD US IN A BIND BECAUSE THE PEOPLE WHO BROUGHT OUR HOME IN COLUMBUS,OH WAS MOVING IN ON JULY 14, THEY CHANGE OUR CONTRACT PRICE TO A HIGHER PRICE THE SAME DAY WE MOVE THEY WILL BE REPAY BY JESUS REBUKE THEM AND THEIR COMPANY WILL BE PLUNDER HOW THEY TOOK ADVANTAGE OF WOMENS AND SENIOR WOMAN (I DECREE IT AND THEY WILL GET SUED BECAUSE THE WORKER NAME **** HE CUSS OUT MY DAUGHTER AFTER THEY RAN MY CREDIT CARD FOR PAYMENT TO LEAVE SOMEONE IS GOING TO HURT HIM AND HE IS NO GOOD HE TOLD US TO CUSS OUT HIS COWORKER ***** ********** THAT DID OUR CONTRACT PRICE HE HATE THE PEOPLE HE WORKS WITH YOU CAN NOT TRUST A PERSON LIKE THAT. if we do not here from you soon we are letting the GOVERNOR  Dewine see all the items the broke up and change our contract the same day Crooks and they damaged our new home walls need to be painted and our new Neighbors said they will be our witness what they were doing Chaos from Ms. **** 8/28/23 I have not heard from Dancy of BBB since 8/11/23
  
  Sent from Yahoo Mail on Android
  

  
  

  
  
  Regards,
  
  ******* ****

  Business response

  09/07/2023

   

  #20420290
  To Whom It May Concern,

  We will continue to stand by our response below of how we handled the day or service concerns. We showed up expecting one thing and it was more than anticipated. We would not proceed with a resolution until we discussed this with the customer the morning of the move. We thoroughly go through room by room and item by item to provide an estimate, obviously multiple items and boxes were left out during this conversation. When we took the inventory of what we were moving we had less than a truck load of items to be moved. When we arrived, this turned into a full truck load, and we added a 2nd truck and manpower to assist the best we could base on the circumstances. 

  In regard to the damage claims, our Customer Care Manager is willing to work with the customer. He emailed the customer on 8/3/23 trying to get the claim process started and we have not heard back from the customer. If the customer is interested in discussing the damage claims, please contact Christain Irskens at 614-901-1570 Ext 133. 

   

   

   

   

  #20420290
  To Whom It May Concern,
  The inventory Ms. **** told us was around 5600 pounds, our trucks will hold around 7500 pounds when full, however when we arrived it was going to spill over into a second truck. She had her daughter there who was in her 60s, and she was extremely rude. They said they told us to bring our biggest truck, they had a lot of stuff, however we have 1 size truck and the amount they told us initially (5600lbs) would have easily fit in one truck.
  
  They tried arguing with my dispatcher over price saying they're already paying a lot, and he reiterated our hourly services if they would like for us to proceed to get the added items remaining. They finally agreed to pay for an additional 2 men and 1 truck to get the remaining items.
  
  When we were loaded at 3:30 with all of their items they told our guys they had to stay and clean and would see us at the unload closer to 5:00. No big deal, about a 30 minute wait, however they did not arrive to the unload until 6:45 and would not allow us to start the unload because they wanted to "bless the house". When our dispatcher called and explained the urgency of the matter, they got mad at him and kept saying he was trying to take advantage of 2 old ladies. We finally started unloading and the house was smaller than the previous home so not everything would fit as organized as they would like, and they said we could not put anything in the garage to help make more space in the house. We had to put items in the garage because their house became like a storage unit, and our dispatcher told the customer we had no other option. She cussed out my dispatcher and the movers onsite, but in the same breath said we have worked so hard for them. She tried to talk my dispatcher out of charging for the 2 other guys we agreed upon, and when my dispatcher explained he would not be doing that she got angry with him again.
  When we arrived the morning of the service it was apparent there were more items to be moved and not everything was prepared to be moved by the customer. We communicated the options to the customer before we proceeded, and the new revised plan was agreed upon. I attached the documents we have the customer sign off on before we proceed with the service, and the signatures and initials once the service is complete. 
  We did everything we could to help this customer, they were simply not prepared or willing to work with us in any way. 

  Customer response

  09/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20420290
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* ****

• Initial Complaint

  03/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Damages caused by Movers. On Tuesday November 22, 2022, two movers from Two Men and A Truck came to my residence at **** ********** between 4-5pm to move me into a 10 x 15 unit at (Extra Space Storage) on S Hamilton Rd, Columbus, Oh. I waited in a heated car while the movers packed and moved me. I did not want to oversee the moving process or get in their way. The mover took 5.5 hours and was finished very late before 11pm. We were ALL tired! Total cost over $1,000. I locked up the unit and left the facilities close to 11pm on 11/22/22. On Friday, January 20, 2023 Two men and a Truck met me at (Extra Space Storage) between 9-9:15am to move me to my new home at **** ********* ****** ***** *********** *h. The two movers were prompt and professional and took less than 3 hours to move me. During this move the movers were surprised I had the company’s heavy furniture protectors on some furniture and not on others I returned the protects on 1/20/23. The movers saw where furniture was not stacked or covered properly and commented they would have packed and stored differently. When furniture started coming out from back of unit into the light of day, we same the damages to my new dinette set (chips and scrapes) and dent in R bottom side of dryer. And we all took pictures and the movers reported it to their manager and I reported as well. On January 20, 2023 I left a messages of the damages to the supervisor at Two Men & A Truck and she immediately returned my call. We exchanged emails and photos of the damage. She responded they were not liable. I contacted Two Men and a Truck corporate offices and they reached out to me via email stating it was up to franchisee to resolve the issue of damages. I have had no further contact with Brooke Hokes and ******** ******** at Two Men and a Truck since Feb 2, 2023. I would like for Two Men and a Truck to consider repairing my new furniture or reimburse me half of the moving costs associated with the November 22, 2022 move.

  Business response

  03/14/2023

  To Whom It May Concern,

   

  The items, which the customer is claiming damage to, were placed in a storage unit on November 22, 2022. There was a release of liability signed by the customer stating (document attached), “TWO MEN AND A TRUCK® is loading or unloading into or out of storage, it is only responsible for damage caused while loading, transporting, or unloading. It is the customer’s responsibility to provide padding including blankets, bedspreads, thick towels, or padded paper to protect their goods. Damage claims should be made within 96 hours of the move.” At the time of delivery into storage on November 22, 2022, no exceptions were noted to indicate any damage had occurred as a result of the customers move with our company or while  goods were in our possession. We also have nothing in our file stating the customer purchased moving pads from us to use in the storage unit for protecting the items. On the move-out of storage on January 20, 2023, the items were found to be damaged prior to our movers loading it onto the truck. Since we do not know who had access to the items in storage throughout the time it was in there, we find that we are unable to assume any responsibility or liability for the damaged items.  

   

   

  Customer response

  03/16/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19581221
  
  I am rejecting this response because:Two Men and a Truck need to be held accountable for damages they caused to my furniture. I will not willingly damage my own furniture I worked so hard to purchase.I trusted this company to move me with better care.  If I had seen the damages from the Nov 22nd move, I certainly would not have hired them again for the Jan 2oth move. Moving late and in the dark is an exhausting experience and you tend to overlook paperwork at the end and instead of 3 hour move it lasted over 5 hours and over budget. This matter will never be resolved to my satisfaction until my belongings are repaired, replaced or partial refund is considered.
  
  Regards,
  
  **** **********

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/4/22 Two Men and a Truck moved me. I had purchased from ***** plastic bags for the purpose of protecting my mattress and box spring. The day prior to my move I attempted to put my mattress and box springs in these bags, but I realized quickly that I was not going to be able to do this alone. This task needed 2 people and so I asked the movers if they could put my mattress and box springs in the plastic bags so that they would be protected during the move. They told me that it wouldn't be necessary because they were going to wrap them in blankets, which I didn't witness them doing so. I had sold my old bedroom suit prior to this move so until my new bedroom suit was delivered, I temporarily had them place these items on the carpeted floor of my bedroom. Several days later my new bedroom suit was delivered and when the delivery guys picked up my mattress and box springs and placed them against the wall temporarily until they put the bed together, there was a large tear in my mattress. I know for a fact that the tear was not present before the move because the night prior to the move is when I had tried to put the mattress and box springs in the bags and I realized it was too heavy of a task for me. I had gone as far as placing the mattress against the wall that night and there was no tear on the front or back of the mattress at that time so the damage was obviously done during the move. I have called Two Men and a Truck twice now and left messages for ******, who apparently is the person in control of damage claims and she has not made any attempt to return my call. I was told by one of the men on the moving day that if I found any item to be damaged, I should contact them. My mattress was purchased less than a year ago so it was basically new and the cost was $1499.00. I am requesting that I am compensated for the damage of my mattress or else I will seek a lawyer to handle this matter.

  Business response

  12/14/2022

  To whom it may concern,

   

  My name is ***** ******* General Manager. I have met with ****** our customer care manager and her supervisor to discuss the customer concern with the damage. ****** is out of the office on Sundays and Mondays so I do apologize if the message was not returned in a prompt time frame. ****** reported to work on Tuesday December 13th and this was the first thing she did when she arrived. She reached out by phone and left a voicemail and sent an email to the customer with contact info provided. We are more than happy to work with the customer and discuss a resolution. I attached the email ****** sent yesterday morning at 9am on Tuesday December 13th. 

  Thank you, we plan to reach out again today to get this resolved. 

• Initial Complaint

  10/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired Two Men and a Truck to move my belongings out of an apartment and into a condo on October 29, 2022. They were supposed to be there between 8-9 a.m. They called at 8:35 stating they had just left the office and it would take 35 minutes to get to me but, they had to stop and pick up the help in two different cities. The 3 men arrived at 9:55 and proceeded to move as slow as possible and broke several pieces of furniture and damaged walls and woodwork at the old home AND new home. They dropped furniture and took a 35 minute lunch break. I had minimal large furniture items and only 12 boxes for them to move and it still took them almost six hours. There were NO appliances for them to move. They broke my storm door on my new home and tried to blame my son. They ripped a cushion on my new couch and tried to hide it. Broke a makeup table. Damaged two beds badly. Damaged dressers. Ripped a hole in my leather coffee table. Damaged trim work in my doorway. They did not do a walk through and I was not given the opportunity to read what the driver was wanting me to sign for as he tapped all the screens and hid them from me. They also left items that I asked them to bring causing me extra trips back to get my things. Worst experience and very unprofessional. Charged me $1362 for the worst service I have ever received. Will never use again and would not recommend anyone else use them. Horrible.

  Business response

  11/01/2022

  Good Morning,

   

  I have tried looking up this customers information in our system and cannot find this account? I reviewed our schedule for 10/29/22 and there is no information that matches this customers contact info? The name, contact #, and email address do not show up in our system. We are independently owned franchises so maybe this was another location in Ohio? If I can get more information to narrow this down I would be more than happy to try and get this in the right direction, but as of now I have to believe this was set up with a different franchise.  

  Customer response

  11/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. My apologies as this was NOT the Columbus OH location but, WAS the Vandalia, OH location. 
  Regards,
  
  ******** *******

• Initial Complaint

  06/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Two Men and A Truck moved my sister’s and mine property from Charing Road to Fishinger Road in Upper Arlington, Ohio. They damaged, lost or stole numerous items. Here is a list of items and their value: Two Men and a Truck Missing or Damaged Items Money missing from purse $460 Liz Big Joe Bear $500 Doll Broken $100 Doll from 1800s Germany $200 Doll Porcelain $100 Doll $75 MacBook Air $1,320 Toolbox filled with tools $500 Long Axe $30 Hand Axe $20 Angle Bracket $25 Chess Set $300 60” Sony HDTV $1,098 Bose Soundlink II Bluetooth Speakers (4) $518 Wilkerson & Bowers Bluetooth Speakers (2) $998 Total $5,343

  Business response

  06/21/2022

  My apologies for the delayed response, I have been out of the office all last week.

  Nonetheless, Here is what I know regarding this customer and the concerns. We moved them two different days into our storage, then we moved him out another day. Based on everything we have on the inventory list, nothing is missing as we use a storage checklist into our storage and out of our storage when we deliver items. All of the items were checked off of our storage list and the customer signed these documents stating all items received. 

  Originally, he started off missing over $9,000 worth of stuff, but then he found stuff and it went down to $8,000, then $7,000, then $5,000 and so on. Quite literally one of the items was a mattress, but then they found it. Our customer care manager has been back and forth with this customer by phone, email and the story continues to change over and over. We did some of the packing, but not all of it. We have no way of knowing what was in the boxes they packed themselves. 
  
  We had our crew write statements, and they stated there were people moving OUT while we were moving the customers IN, so who is to say the people moving out didn't take anything on accident? If this customer has a clear reasoning of a complaint and a fair resolution we would expect them to discuss this with our customer care manager. At this time we have no reason to pursue a resolution when the details are so unclear.
  

   

   

  Customer response

  06/22/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17422261
  
  I am rejecting this response because: 

  I did find some things that I had thought were missing.

  However, there are still some things missing.

  The person who was moving out was only on premises for about 5 minutes and I was there the whole time. They did not take any of our items.

  We have found broken items, including a 60” HDTV which fell on my sister’s foot because it was not packed properly. My sister had to go to the emergency department for her injuries.
  
  Regards,
  
  ******* ************

  Business response

  07/21/2022

  To Whom It May Concern
  

   

  When preparing estimates for customers we discuss proper preparation of TV's when the item does not have the original box or proper packing supplies to transport the safest. When our movers arrive they will complete a walk through with the customer and document anything that is a concern, have a conversation with the customer in regards to the concern and then proceed as directed by the customer. In this case our movers did document a TV that was not properly prepared prior to arrival so our movers had a discussion with the customer to protect and proceed with moving the TV. I attached a release of liability that the customer agreed to sign stating they understand the circumstance in moving the TV. Although Two Men and a Truck still does their best to protect unboxed items such as the TV in question, the safest way to move TVs is when packed properly in their original box. Based on our investigation, the TV was properly handled by Two Men and a Truck employees. We must respectfully deny liability for the damaged TV.
  

   

• Initial Complaint

  09/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company hired to move home in two phases. One was move temporarily to an apartment with all items stored. Then move back to NA. They indicated that they had piano movers and were hired. When they moved us back we found that bolts for the legs that attach to the piano were lost. They went to hardware store 3 times to buy new bolts. Nothing worked so we sent them away so we could get a real piano mover rather than put it at risk of some damage. We had a piano mover order Yamaha bolts. They brought to house yesterday & found that the sockets for the bolts were striped due to putting in wrong bolts. Also our piano has been on the floor for two months. Very bad for pianos. Piano now substantially decreased in value per the piano technician. Not only will we wind up paying almost 1000 in trying to resolve this but we now have a piano that is substantially degraded in value. We paid $7624 for one portion of the moves have a piano damaged forever- they should compensate for this damage

  Business response

  09/28/2021

  To Whom It May Concern
  

   

  We have asked the customer to keep us updated on costs and they have not responded to us.
  
  We did have Buckeye 3rd Party install the pulley that was lost from a weight machine.
  
  They did not allow our vendors to get involved when the concern was brought to our attention, so who is to say if we were the ones to do the internal damage to the sockets?
  
  We have offered to pay over $400 for the piano bolts, etc. Still awaiting a response.
  

  Customer response

  10/09/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  I am rejecting this response because: they lost the bolts to the piano originally when they moved it into our home on July 16, 2021. They tried to shove in bolts from the local hardware store. We sent them away after the third try. We now have an expert piano technician involved. They had the new bolts and tried to install them but found that the sleeve that receives the bolts is stripped because they tried to use the incorrect bolts during the original installation the reciever for the bolts was stripped and now has to be replaced. Though the cost to have the new bolts put in is $400 this only covers the bolts, not the new sleeves and the additional two trips. Additionally i have been told that my piano, which was in pristine condition  is now permanently damaged. We feel that there should be some level of responsibility as they moved the piano and it is now permanently damaged. I understand that we may not receive compensation for the fact that our piano has now been sitting on the floor for 12 weeks or a quarter of a year but we should receive something for the permanent damage done. i have sent all of this to them so the response about not speaking with them is incorrect. i can share this with you but when i tried during my original complaint i was not able to upload the emails. There are many responses from them from Brook Hokes . please let me know how to share this and I will provide. i have tried to upload this. please confirm if this is recieved. 

   

   

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

  Business response

  10/25/2021

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

  
  

  Thank you for your response. We have two ways to continue with communication - either through the BBB directly, OR through this email thread. In order to streamline everything, it is best if the communication is through one way or the other and not both.

  
  

  If you would like to work through this thread and directly with Two Men and a Truck, then please provide any estimates in terms of labor, parts, etc. the vendor(s) have provided you. As previously mentioned, once we receive that information, we will further review everything.

  
  

  Please let me know how you would like to proceed with communicating.

  
  

  Kindly,

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The date of the move was on 8/6. I paid for 2 years of storage on top off the move to and from storage. I am trying to recoup half off the 7k I paid in total services and yes I had insurance on my furniture I paid a total of 240 for insurance. They lost my head board which ruined my bedroom suit as it all matched and is no longer made. They keep telling me it’s in the contract which they can not provide proof of a recent contract which was asked for. I have also asked for arbitration numerous times and they brush that off. My set of furniture is one piece as losing pieces ruins the whole set. All they are willing to give me 1500 which in not enough to cover everything. I think asking for have my charges back are fair as the business lost my headboard in storage. Thank you for any help you can provide.

  Business response

  08/18/2021

  To Whom it May Concern, we have resolved this internally between our company and the client. We have come to some common ground and a direction to resolve our concerns.

  Customer response

  08/26/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  I accept the business's response to resolve this complaint. 
  
  ******** ***** ******

• Initial Complaint

  07/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had Two men and a truck on July 9th move a marble dining table. Cause several damages to the tabletop, so I filed damage report immediately. The company refuses to take any responsibility because "the table has pre-existing cracks, so we are not responsible for the new damages." First of all it's a very sturdy table that is not easy to have cracks. Second, new cracks are in difference places, thus is not caused by old cracks.

  Business response

  07/26/2021

  To Whom It May Concern

  This response is in regards to a prepackaged table purchased by our customer from ****** Furniture. When our movers arrived to pick up the item at ****** Furniture the table was prepackaged with very little exposed before transport. Our movers did not have an opportunity to review the item that was delivered when we arrived at ****** Loft nor did they have a chance to review the item out of the packaging once delivered. When this is not available to our movers we cannot take responsibility for something we had no opportunity to review. Typically items from ****** Loft out of stock and discounted items and most customers shopping for furniture and other items are aware of this. I believe in this case this is a similar circumstance and items can sometimes have defects or slight damage prior to purchase. 

  I trust you understand our decision and stance.
  

  Customer response

  07/26/2021

  1. The table was NOT prepackaged with "very little exposed" before transport. See attachment 1, which is the photo that the movers took when they arrived at ****** loft. Clearly that the packaging can be easily removed and a large portion of the table is visible.

  2. Your movers REVIEWED the item out of the packaging once delivered and assembled to my house. They are aware of the two chips I found and they could not give an applaudable answer.

  3. I am aware of the pre-existing damages; I am complaining about the NEW DAMAGES, about the aforementioned chips.
  

  Business response

  08/10/2021

  Our stance in this matter is the table was prepackaged with bubble wrap prior to our movers loading it onto our truck. Yes there were parts of the table top that was exposed but these were not the areas where the table top was chipped. We did not have a chance to review the entire table top prior to delivery. When the table was delivered the bubble wrap was removed and that's when the chips were discovered. This damage could have occurred prior to our movers accepting the item at the warehouse but not having an option to review the table top in full leads us to deny the claim. 

  Customer response

  08/16/2021

  The chips found in the package are apparently caused by shipment/loading/unloading. Otherwise, why the store gathered fallen chips and included them in the package at the first place? No common sense. 
  

• Initial Complaint

  05/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We talked on phone & I gave them ALL my info. NOTHING left out. They gave me estimate for pack & move of 4,074. I told them it was too high & I would need to consider others. They called back & said there was a mistake in calculation & my actual estimate was 3434. So, I accepted. Packers came, said they only had 3h to pack not 4 and charged me over 100 more. Invoice says 8 but only worked 4. I texted supervisor who was onsite and said hope doesn't happen at move. Never responded. Movers came with 1 truck/5 men instead of 2 trucks 4 men. Called to confirm multiple times prior. Said all doesn't fit & will need 2 trucks and were going to charge me 520 more instead of some crazy high charge. I said no it was their mistake. I did my due diligence by calling multiple times. They said would unpack overflow items & leave them onsite unless I agreed to pay. I was forced to agree to pay otherwise I would be stuck. They trapped me into original estimate. Final charge=4073. Original est=4072.

  Business response

  05/18/2021

  To Whom It May Concern this email contains the information regarding our findings during the review process of your complaint.

  You had mentioned you originally received an estimate for roughly $4,000 which included the pack and move.
  After reviewing our documents, you were sent an estimate of $4,074 for the move portion, which did not include the pack, as the document stated the service type for the estimate was "move."
  After our internal review, the CSR originally estimated for 2 trucks and 4 movers as he had two sets of washers and dryers on the estimate. At that time, the estimated capacity of the truck did not exceed our limit, but due to the far drive, he added the second truck as a safety net. After finding there was only one set of a washer and dryer, that changed the estimate in terms of needing a safety net for a second truck. For this reason, you were given a 1 truck estimate with 4 movers.
  Once move day came around, the need for a second truck was due to an increase in the box count (more than 50 were added on the move day) amongst other miscellaneous items that were not on the estimate including wire racks, hose racks, stools, and other items.
  During our internal review, the CSR did state during the confirmation call you added on an ironing board, but that small of an item would not suffice for an additional truck  
  On the day of the move, you were only charged for the original estimated labor cost of $2,112. Based on our review, had we charged for all of the labor hours involved with your job, the total cost for labor alone would have been over $4,000. With that being said, there was over $1,888 in labor you were not charged for on the move day.
  During our internal review, we attempted to see if we could find any phone recordings between you and the sales team to gather as much information as possible. When looking for any recorded calls between you and the sales team, we searched for around the time(s) the call(s) would have been made and also searched separately based on the phone number you have on file. We found no calls were recorded between you and our sales team. 
  No outgoing calls are recorded on the sales floor, and all incoming calls are recorded at random in which not all calls are recorded
  On the move day, we provided a few different options:
  Not add another truck and you would only pay the estimate of $2,722
  Add a second truck to get the remaining items in which you would pay for only the additional travel charge of $520 (the decision that was chosen by you)
  You could get a Uhaul and we would load it for you, then unload it at the destination
  Based on our review, the scope of the job changed on the move day, causing the estimate to change. Out of good-faith, Two Men and a Truck did not charge for any additional labor.

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