ComplaintsforTWO MEN AND A TRUCK

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Second moving date was 1/14/22. I have paid $6,000 for two moves within two weeks. One from the house I sold to climate controlled storage units and the second move from storage units to new The movers packed the storage units, they were untouched until they reloaded it. I have 9 pieces of furniture either missing legs or damaged to the point they are ruined, including a cracked $700 TV. Two of the pieces are family pieces that are not replaceable. ***** *****, the Operations Manager, gave me his word that once he received the last payment, he would do everything he could to make it right, which in no way happened. Initially he told me the items were broken in my house before they were moved?? Not sure why he would think I would pay $360 an hour to move pieces of furniture that do not stand up. Now he is saying the furniture shifted in the storage unit and EVERY PIECE was broken IN THE STORAGE UNIT!! This is obviously not possible. Even better the broken pieces etc ARE NOT IN THE UNIT. ***** ***** never even bothered to say I am sorry, he was completely unconcerned and made no effort at all to attempt to make anything right. His attitude is beyond unprofessional and his explanation of how pieces were broken is literally insulting.

  

  Business response

  03/07/2022

  Business Response /* (1000, 7, 2022/02/07) */ Please see the attached documents for paperwork from her moves. Per company policy, we are not responsible for any damage that may occur to unpadded/unprotected items when going into/coming out of storage. Our customers have the option to purchase moving pads, television boxes, etc. to properly protect their items while being stored. If they choose not to do so, we cannot properly protect their items and cannot guarantee their safety, therefore we have a release of liability signed. Some of the items that she claimed were documented on the Previous Damage Report that was filled out and signed prior to putting her items in storage. In response to ***** *****' actions; per Two Men and a Truck policy, we do not address any damage claims until payment is collected in full. This is stated in our Pre-Move Confirmation Letter and Moving Services Agreement that is sent to the customer prior to the move. This case has been reviewed by our Corporate Customer Care team and they concluded that we were honoring our agreement and we are not liable for the damage claims. Please let me know if you need any additional information. Consumer Response /* (3000, 9, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) One item that was damaged I mentioned, was mentioned in the first report but unlike the other items I was not made aware of it. Even if it was initially broken, one of them told me it was missing a leg, now half a shelf is gone. With the other items they listed one of their team pointed it out to me when he noticed it, I already knew they were damaged and told him it was fine to put in the report. I completely understand them protecting themselves. The item they are referring to, the damage I am complaining about is not listed. None of the other items that were damaged were listed in their initial report. No one told me that unless I bought tv boxes etc, to protect furniture, it would not be covered if damaged in storage. I literally don't understand how it's even possible when it is not even opened. And I have a picture of a tv wrapped in their moving blanket in the storage unit? ***** *****/Two Men and a Truck, had been paid in full when he dismissed my complaint. I can prove this with my cell phone bill and my bank statement. He never even let me file a official complaint. He told me in a very rude, unprofessional manner, (one of his excuses) that even though their men put the furniture in the storage unit and it was untouched until their men opened it again, that the furniture shifted and fell and that's how it all broke. When I told him there was no mention of broken furniture, furniture broken on the floor, or a cracked tv in the floor in the unit, he dismissed me. I also asked him, if that is somehow true, where are the missing pieces of the broken furniture? He dismissed me. They were not in the unit. If what ***** ***** told me was true, his men should have documented the "damaged pieces" when they saw it, and according to their paperwork "took ownership" of it again, In the storage unit, the same way they did initially when it was loaded the first time. They did not. Why would they not use the same procedure they did the first time? Also, the marble top to a table that initially I said was just gone when I talked to ***** he told me the truck had been professionally cleaned and insisted they did not have it in a very rude way. Someone in his office called a few days later and it was found in the truck. I was also told by them it had not been professionally cleaned since my move, they also implied they do not have their trucks professionally cleaned. They delivered it to me and it is cracked and has pieces broken off the edges. Also, every piece of my furniture was not scratched and damaged. NOT AT ALL! I also have pictures to prove this. I am a single Mom, with a full time job, and busy unpacking and with life. I do not have time to fool with this but companies should be held to the same standard we all are. If I make a mistake at work I have to own it. They should be held to the same standard. I spent a lot of hard earned money with them. A company should treat people with respect, own their mistakes make them right and be professional. Period. They never attempted to do any of it. From other reviews, NUMEROUS people have had the same experience I have had with this specific branch. Their response is not true. I will be awaiting their response. My computer is updating for work and I am typing this on my phone. I apologize for any typos. Thank you. Business Response /* (4000, 11, 2022/02/18) */ Two Men And A Truck's stance on this matter will not change. As stated before, the provided documentation and the following is the explanation for our stance: Per company policy, we are not responsible for any damage that may occur to unpadded/unprotected items when going into/coming out of storage. Our customers have the option to purchase moving pads, television boxes, etc. to properly protect their items while being stored. If they choose not to do so, we cannot properly protect their items and cannot guarantee their safety, therefore we have a release of liability signed. Some of the items that she claimed were documented on the Previous Damage Report that was filled out and signed prior to putting her items in storage. In response to ***** *****' actions; per Two Men and a Truck policy, we do not address any damage claims until payment is collected in full. This is stated in our Pre-Move Confirmation Letter and Moving Services Agreement that is sent to the customer prior to the move. This case has been reviewed by our Corporate Customer Care team and they concluded that we were honoring our agreement and we are not liable for the damage claims.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/10 & 11 This company sent a crew and truck out to my former address(*********************************, AL XXXXX) to pick up some furniture. Without instructions from the man on the site, they turned into a freshly sodded yard and became stuck. They have charged me for the crew and truck as well as the charge for a tow truck to get them out but never picked up the furniture. They should return all of my money as well as $1000 to pay for the ruined sod and repair work on the yard.

  

  Business response

  02/11/2022

  Business Response /* (1000, 8, 2022/01/21) */ From my investigation of this matter, here is what I have found: The days leading up to the move it had been raining very heavily. When this occurs, we actively look up houses on Google Maps to spot unpaved drives/access points. The owner reached out to all customers with properties that drew red flags. He offered to reschedule her move to a later date once the ground had solidified, which was declined. He then explained to her that if we were to go out to her residence and the truck gets stuck, then she would be required to pay the tow bill, as well as our hourly rate for the time that the movers were out there. This is all on a recorded call. The truck inevitably got stuck, so she was charged $300 for the tow bill and only one hour of our hourly rate, although the movers were out there for 3 hours. We warned her of the risk prior to move date, we told her exactly how it would be handled if we did get stuck and she chose to proceed with the move. Please let me know if you need any additional information.

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