ComplaintsforTwo Men & A Truck

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 27, 2023. I spoke with ************************* about my move. The initial given for the move was 26,27, and 28th.I finalized with the 28th for the move but decided to go with the 26 because I had to have a move cleaned out and the carpet cleaned before I left the residence on the 30th, I was told, based on the list of items (see documentation) that the move will be 2 to 4 hours.My experience with Two Men and a Truck has been appalling, marked by unprofessional conduct and failure to follow the agreed-upon terms of service.I first contacted your company and finalized the move for December 26, understanding that the job would take 2 to 4 hours according to the estimate provided. However, on the day of the move, numerous issues arose that severely impacted the quality and completion of the service. Firstly, the delay in your team's arrival time from the agreed 8-9 AM time to 9:48 AM was already an inconvenience. The subsequent unprofessional behavior exhibited by your moving crew, such as lacking proper PPE (personal protective equipment) in the form of masks and gloves during a pandemic, is utterly unacceptable. Moreover, the team's decision not to move certain items after the job had commenced was not communicated beforehand and caused significant distress.The arbitrary increase in the estimated duration of the move from 2-4 hours to 5-6 hours, subsequently leading to a significant hike in the price, was not agreed upon initially. The failure to complete the job within the stipulated time and leaving without prior notification or completing the agreed-upon services further exacerbated the situation.. The ultimate demand for a higher payment of $1700, despite the signed agreement for $1104 and the refusal to accept the agreed-upon balance of $739 ($1104 - $365 deposit) as per the signed contract, is unjust and unethical. This demand was made even though your team still needed to fulfill the agreed-upon services and left behind items that should be moved.Moreover, the disrespectful behavior, lack of professionalism, and disregard for the agreed-upon terms displayed by your team during the move are concerning and have caused undue stress and inconvenience. Refraining from accepting the payment based on the initial agreement, leaving items unattended, and insisting on a significantly increased price after incomplete services are unacceptable business practices; they refused to move the sofa, washer and dryer, and other items agreed on in the initial estimate.The movers left my house without telling me. I rushed to drive to the storage place, and they were not there. After waiting several minutes, I called one of the drivers to ask for their location. They informed me that they were 7 miles away.

  

  Business response

  01/05/2024

  Please accept my sincerest apologies for the extended timeline of your recent move. I understand that the delay has caused inconvenience and disruption, and I deeply regret any stress or frustration it has brought you.
  We strive to provide smooth and efficient moving experiences for all our clients, and falling short of that expectation weighs on us. 

  We do our best to be upfront with customers throughout the process and have several measures that we use to make sure that our customers are informed of any changes every step of the way. I have included some of those forms with this response. As a moving company, it is difficult to pinpoint exactly how long a job will take so to that end, we only provide estimates. At any given point after the crew arrives, they also speak with the customer and if the job cannot be performed in the amount of time that was given, the crew is trained to offer a revision to the estimate. The customer is under no obligation to sign it and if they choose not to do so, we will stick within the original estimate for the time with the understanding that we will not be able to get all of the items. 

  Again, we pride ourselves on making sure that we are informing the customer every step of the way.

  Customer response

  01/20/2024

  I had to hire another mover to move my additional items that Two Men and A Truck did not move even though it was a part of the original contract/quote.I had to pay $425 additional dollars. This is all above and beyond the additional $739 I was quoted that I had to pay.
  I want an immediate resolution to this matter, adhering to the initial agreement of $1104, which I am willing to pay minus the deposit already made. Also, I'd like to ask for compensation for the incomplete services and inconvenience caused and an explanation for your team's unprofessional conduct and price-gouging tactics.
  I would need to escalate this complaint to relevant consumer protection agencies and pursue legal action to find the proper redress.
  I expect a quick response to this formal complaint within three to five business days to help me resolve this situation amicably. 
  I am asking for my deposit $365, that I paid but was told that was not apart of my final cost even though I was told by two employees that it was, and the $425 that I had to pay the other moving company to move the items that Two men and a Truck refused to move. 

  Customer response

  01/22/2024

   
  Complaint: 21083565
  
  I am rejecting this response because: I had to hire another mover to move my additional items that Two Men and A Truck did not move even though it was a part of the original contract/quote. I had to pay $425 additional dollars. This is all above and beyond the additional $739 I was quoted that I had to pay.
  I want an immediate resolution to this matter, adhering to the initial agreement of $1104, which I am willing to pay minus the deposit already made. Also, I'd like to ask for compensation for the incomplete services and inconvenience caused and an explanation for your team's unprofessional conduct and price-gouging tactics.
  I would need to escalate this complaint to relevant consumer protection agencies and pursue legal action to find the proper redress.
  I expect a quick response to this formal complaint within three to five business days to help me resolve this situation amicably. 
  I am asking for my deposit $365, that I paid but was told that was not apart of my final cost even though I was told by two employees that it was, and the $425 that I had to pay the other moving company to move the items that Two men and a Truck refused to move. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/14/2024

  Due to previous adjustment made of $231.09 on 12/29/23 and the sign premoved letter that was acknowledged by the customer, there will be no further reimbursement or refund on our part. Thank you. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired two men and a truck for my move on 9/14/23. As they were unloading I noticed that my dresser was scratched very bad on the corner and noticed that all of my furniture had scratches all over it and I said something to the movers. I was told that someone would be in contact with me regarding the damage and they was sending someone out. When I was contacted the next day acted like they had no knowledge of my damage so I informed the manager that I was talking to at the time (*****) and I sent pictures of my damage. He sat on the pictures for weeks with no/minimal communication until I started reaching out to him again and on Friday 10/6 ***** called me and said that he spoke to his manager and because I didnt get the $75 pre inspection service then I wouldnt qualify to get my furniture fixed they would send me $350. I informed him that that service was never offered to me so they listened to call to verify and then called me back on Monday to offer for me to go ahead and pay $75 and they will file a claim for my repairs OR I can take a check for $350. This is unacceptable to me because my furniture is only a year old and had NO damage to it at all not a scratch. I asked to speak to his manager so the ops manager contacted me Tuesday extremely rude saying that this is my only choice take it or leave it and if I dont make a decision then hes just going to close out my case and issue $350 via check, I told him no way because that is a slap in the face. I asked to speak to his manager and he told me that he doesnt have one and the next contact up from him is the owner and they dont speak to customers. Wow! I called him back to let him know what I wanted to do and he was still stuck on those 2 options so he said he would have the ** contact me 10/11/23 but hes going to tell you the same thing Im telling you. I dont want to pay anything more. Theyre treating me as if this is my fault and they dont want to fix my furniture that their employees destroyed.

  

  Business response

  10/12/2023

  I spoke with Miss ****** on yesterday about her move situation. I was here the prior day when she spoke with ***** about it. He had actually spoken to me prior to his call in order to get some advice on how to handle the situation. I was extremely proud of how well he kept his composure during the phone call. We agree that our team did not offer her the valuation protection as they should have during the call. Full Value Protection carries a charge of $75. We reserve the right to repair, replace, or compensate based on the level of protection that our customers choose. As a remedy for this, we decided to offer Miss ****** that protection after the move was completed. This is something that we have done maybe 3 times in my almost 7 years here. If she does not want the full value protection, we would proceed with basic protection which is the industry standard rate of 60 cents per pound. The weight of each item is determined by a standardized table. 

  Davin handles all of our claims so there is no one else above him. He partnered with me to come up with a solution to make this right and we believe we have done that based on the pre-move letter that Miss ****** signed which is included with this rebuttal. During our investigation, we found that the original crew that did the job did not alert the management staff to the original damage. That information was collected on the follow up post move call. Once, we received that information we began the process. We are not denying any responsibility for the damages on this move and we are more than willing to take care of it. I personally have offered to expedite the repair process with Miss ******, we just have to collect the $75 and we will pay for the damages and expedite the process to do so or if she doesn't want to do that we will proceed at the basic protection just as if she had been offered on the call.  Our process is described in our pre-move letter which she signed stating that she understood it.

  

  Business response

  10/12/2023

  I spoke with Miss ****** on yesterday about her move situation. I was here the prior day when she spoke with ***** about it. He had actually spoken to me prior to his call in order to get some advice on how to handle the situation. I was extremely proud of how well he kept his composure during the phone call. We agree that our team did not offer her the valuation protection as they should have during the call. Full Value Protection carries a charge of $75. We reserve the right to repair, replace, or compensate based on the level of protection that our customers choose. As a remedy for this, we decided to offer Miss ****** that protection after the move was completed. This is something that we have done maybe 3 times in my almost 7 years here. If she does not want the full value protection, we would proceed with basic protection which is the industry standard rate of 60 cents per pound. The weight of each item is determined by a standardized table. 

  Davin handles all of our claims so there is no one else above him. He partnered with me to come up with a solution to make this right and we believe we have done that based on the pre-move letter that Miss ****** signed which is included with this rebuttal. During our investigation, we found that the original crew that did the job did not alert the management staff to the original damage. That information was collected on the follow up post move call. Once, we received that information we began the process. We are not denying any responsibility for the damages on this move and we are more than willing to take care of it. I personally have offered to expedite the repair process with Miss ******, we just have to collect the $75 and we will pay for the damages and expedite the process to do so or if she doesn't want to do that we will proceed at the basic protection just as if she had been offered on the call.  Our process is described in our pre-move letter which she signed stating that she understood it.

  

  Business response

  10/12/2023

  I spoke with Miss ****** on yesterday about her move situation. I was here the prior day when she spoke with ***** about it. He had actually spoken to me prior to his call in order to get some advice on how to handle the situation. I was extremely proud of how well he kept his composure during the phone call. We agree that our team did not offer her the valuation protection as they should have during the call. Full Value Protection carries a charge of $75. We reserve the right to repair, replace, or compensate based on the level of protection that our customers choose. As a remedy for this, we decided to offer Miss ****** that protection after the move was completed. This is something that we have done maybe 3 times in my almost 7 years here. If she does not want the full value protection, we would proceed with basic protection which is the industry standard rate of 60 cents per pound. The weight of each item is determined by a standardized table. 

  Davin handles all of our claims so there is no one else above him. He partnered with me to come up with a solution to make this right and we believe we have done that based on the pre-move letter that Miss ****** signed which is included with this rebuttal. During our investigation, we found that the original crew that did the job did not alert the management staff to the original damage. That information was collected on the follow up post move call. Once, we received that information we began the process. We are not denying any responsibility for the damages on this move and we are more than willing to take care of it. I personally have offered to expedite the repair process with Miss ******, we just have to collect the $75 and we will pay for the damages and expedite the process to do so or if she doesn't want to do that we will proceed at the basic protection just as if she had been offered on the call.  Our process is described in our pre-move letter which she signed stating that she understood it.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was perhaps the worst moving company that I have dealt with. The drivers were suppose to unload the pods at ******** facility and onto there truck. The drivers took 5 hours to do that moving mostly one piece at a time. Items like exercise equipment, stuff animals or anything not in boxes they would not take. That is apart of moving. After I contact the office and the office manager came out the driver said he was going home because I complained on him. He was just going quit while loading the truck so unprofessional to do such a thing. It took them almost 10 hours for a 4 to 5 hour job. I had to make 3 trips on my own to take from the pods facility to my home because of things they wont take and I still have some of my things left in a pods because they wont deliver them for me. Not only did I have to take some of my own things I unloaded some of the items off the truck because they just were just talking and taking their time. Stuff bears, desk, a tire, a table. Vacuum because they werent in boxes. They left my loveseat in my garage. They charged me almost $2000 for a $500 job I was fine with paying the $995 that they stated at the pods facility if they wouldve did the job in a professional manner. However, they overcharged me Im assuming because Im a female..The operations manager ***** stated he would give me a discount because he had to come up to the pods to talk to his crew for a stop the crew made after leaving to stop off and pick up another helper and for them to get lunch. That never happened. ***** threatened to unload the truck because I was stating to him that the helper was just standing around not doing much and the helper and driver was upset. Several witnesses standing around and workers at the facility couldnt believe how they were so disrespectful to me Im assuming because Im a woman. After all the taking pictures that the driver did for damages prior to them loading my things in the truck. Some of my things still ended up broken. ??

  

  Business response

  11/16/2022

  We did a move in progress call for ******************* move: Here is the information as stated in that call.

  10/31/2022 09:59 AM MIP: Customer states the move is going great, but expressed concern over some items the crew informed her could not be transported as some items have mold/water damage present. Will reach out to crew to confirm whether or not those items can or cannot be transported. Customer TWOMEN/************

  Because of the move in progress, the operations manager was sent out to do a "spot check" and advise the customer on what we could and couldn't move ourselves.

  10/31/2022 02:50 PM MIP: I did a spot check and delivered mattress bags. The customer had a lot of water-damaged items from the Pod it was stored in. There are several other damages as well, this has caused the load to take longer because the men have been documenting everything on the previous damage report and making sure to load it safely on our truck. The customer was very upset when I arrived and had an attitude towards our workers. I explained to her that she has to be respectful of our workers or we will just cancel the job. I was able to calm her down as well as the movers and everyone is on the same page now. She is most upset about the time and how long this move has taken. She is estimated for 5 hours, but it will go closer to **** hours. We did get an RTE signed. Customer TWOMEN/**********

  Customer response

  12/01/2022

   
  Complaint: 18341785
  
  I am rejecting this response because: Im trying to find out if I have a concern in regards to my move is that considered an attitude because Im a woman or a black Woman? My money spends like a man or a Caucasian person.  I had a concern thats why I contacted the office. Im a paying customer with a concern and an issue with the way things were being handled. I didnt have several items with water damage and mold. There was no mold present.  Like you stated when you arrived that if there was water damage and mold my items couldnt be transported the items that you referred to earlier was the mattresses. The mattresses were transported. So which story is it? Youre trying to cover for yourself *****. The job took over 5 hours because your workers specifically the black gentleman stood around slacking. He had to wait for direction from **************. The pods employees were there an were witnesses to what was going on. If they are the best like you stated then the move should have went smoother. Also, when I booked this job and I stated I was moving my things out of a pods That included things that where not in a box. They didnt want to move exercise equipment because it was not boxed. People move all the time and everything is not boxed or wrapped but I guess I looked like a good person to take advantage of.  I had no problem paying for service like I did  but I have a problem when Im being raped and overcharged intentionally. 

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

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