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ComplaintsforTWO MEN AND A TRUCK
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I chose this moving company based on their employee saying they could do an internal move within my home and specifically noted I needed to have my Sleep Number bed moved without damage. The male I spoke with indicated they could do so and that they “did it all the time.” The movers came this afternoon and concluded with a 30 minute attempt to put the bed back together. At that point, I informed them that because they charge by the hour, I could not let them continue their attempts to assemble. I asked that they call the office to see if they could send someone who could put Sleep Number bed back together, even if on a different day. Their tablet was out of battery power, so I received no receipt. I also explained that I couldn’t pay without making sure my bed wasn’t damaged. They were already at my home for nearly 5 hrs for a simple move. One of the movers called their office, and I spoke Joe Waller, who denied that they could assemble such beds. I asked that he send someone to do so and I would pay the moving bill upon reassembly. Mr. ****** said the pre-move letter says they don’t assemble Sleep Numbers. Thier movers clearly made an attempt. I again reminded him that this was my sole basis for choosing their company and paying a higher price than other moving companies. He did not try to resolve the issue, said that the bill has to be paid before they’d discuss any damages and abruptly hung up the phone mid conversation. I’ve called Sleep Number and have paid $99 to have my bed put back together. I am willing to pay Two Men And A Truck the 4.75 hours worked, less the $99 I’m out of pocket for the reassembly.Business response
07/06/2022
The customer was aware of how we charge both when she was told verbally when booking and in writing in the pre-move confirmation letter she received. We are clear that we charge based on the time it takes. When the customer chose to stop the men, she insisted that she would not be paying anything until she knew the bed wasn't damaged. Keep in the mind the reason she couldn't tell if the bed was "damaged" was due to her stopping the men, so we found ourselves in a tricky spot, especially considering that the pre-move letter is also clear that no claim can be considered until payment has been received in full. The manager on duty did attempt to explain all of this to a customer (as well as explaining that no one would be available to come assist with the bed right then because it was well after 5pm on the Friday before 4th of July and no one would be available the following day because it was considered a holiday weekend.) She mentioned something about an attorney and became verbally combative, so the manager instructed the men to leave immediately. We are not requesting any payment from this customer as it seems to be in her best interest to simply contact another moving company in the future.
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.