ComplaintsforTwo Men and A Truck - Barrie & Central Ontario

• Initial Complaint

  14/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I utilized the moving company, Two Men & a Truck in Barrie, on July 12, 2022. They moved my items into their truck, kept it over night, and drove to my storage facility in Windsor on July 13. Staff was very efficient. My items were tightly packed into storage until Nov 4, when I reserved Two Men & a Truck in Windsor. Upon completion of items brought in, I observed some scratched, and a big chunk of wood ripped off of furniture. I pointed this out immediately to the movers. I was told to contact the moving company in Barrie, who put my items in storage. I was told the damage wasn't from them, as everything was wrapped. 3 days following the move, I contacted Windsor location via email. A return email advised me to contact Barrie's location. I called several times, leaving voice-mails, with no return call. On November 16th, I spoke with a staff member, who asked me to forward emails and pictures which I had sent initially to Windsor location. On November 22nd, I sent a second email to inquire about the status of the email I had sent. On Dec 8th, I received an email stating there was nothing they can or would do, as it is now 6 months since my items were initially moved. I was told they have a 96 hour window to make a complaint. It was pointed out that they have no way of knowing who else had been in the storage container, and possibly caused the damage. Therefore, it wasn't proven, that the damage was done by their movers. My 2 storage units were tightly packed, and absolutely full. There was no possible way to move around once the door was opened. In addition, how could I move, or look at items, to ensure damage wasn't done, once everything was strategically fit within? My items were in storage for 3 1/2 months. I sent pictures, with all dates of contact, proving I did not wait 6 months. My last returned email, again, stated they empathize, but it was beyond their control as it has been longer than 6 months.

  Business response

  20/12/2022

  To Whom It May Concern,                                                                          
  
  As per the signed and dated pre-move confirmation letter that we received on June 15th, 2022, as well as the Moving Services Agreement that was signed and dated the day of the move (which was  July 13th, 2022), that both clearly state, “When loading and unloading a truck or storage unit, TWO MEN AND A TRUCK is only responsible for items in our care, custody, and control. We will ask you to sign a Release of Liability in acknowledgment.”

  In addition to these 2 signed and dated documents, we also have the “Release of Liability” document, which was signed and dated the day of the move, that also clearly states, “If TWO MEN AND A TRUCK is loading or unloading into or out of storage, we are only responsible for damages caused while loading, transporting or unloading.”, as well as “Damage Claims must be made within 96 hours of your move.”

  Therefore, it is our position that we at 1728287 Ontario Inc. O/A TWO MEN AND A TRUCK, BARRIE AND CENTRAL ONTARIO, cannot be held responsible for any damage claims as the items in question were no longer in our care, custody, or control. We would also add that another moving company handled the same items before the customer noticed and reported any damages.
  
  Sincerely,
  Tracey B.

  
  

  Customer response

  24/12/2022

  
  Complaint: ********
  
  I am rejecting this response because the response is false, with respect to having another moving company handling my items.  I solely used 2 men & a Truck. 

  on July 13th, all of my items were wrapped.  They provided blankets, which I consented to using, and paying for.  My items sat in their truck overnight, & was delivered to my storage facility in Windsor.  Both storage containers were absolutely full, with no room to add anything else.  There was no way to enter or maneuver around these containers.  My items remained untouched until the move into my house on November 4th. 

  Prior to the movers leaving, we both walked around the house to examine, prior to signing.  I noticed chips in furniture, and pointed it out immediately to the movers.  I was told the damaged must have taken place when Barrie moved my furniture.  I was advised by Peter, to contact Barrie, which I did, numerous times by phone and email.

  There was absolutely no way I could examine furniture when Barrie moved items into their truck, which was kept overnight.  Nor examine them in a tightly packed storage facility.  My only means of examining, was after the furniture was moved into my house on November 4th.  I did examine, prior to signing, pointing out damages, and was told if couldn't have been from Windsor facility,  & to contact Barrie, which I did.

  Im extremely blindesided with the accusation of using another company in between.  Why would i, and for what reason.

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

  Business response

  10/01/2023

  To Whom it may concern,

  We sincerely apologize for the misunderstanding however, all Two Men And A Truck franchises are independently owned and operated and therefore different entities. At this time we would like to direct you to the Canadian Home Office to aid in the resolution of your complaint. The number they can be reached at is ************.

  Thank you.

  Kind regards,

  Tracey B.

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