Customer ReviewsforTwo Brothers Moving

I contacted Two Brothers Moving but decided to use a different company; their rates and terms were too high. The owner called me, asked for the business, and assured me I’d be happy. We agreed to a 10:00 am to 1:00 pm move. On the date of the move, I said I was running later than I planned, but arrived at 9:40 before our agreed start time. The movers arrived at 10:00. They were friendly, pleasant, and courteous gentlemen. My issue is the service I needed and requested. Upon contracting their services, I stated that I needed help moving my college age daughter from her dorm room, which was in a three story walk-up; what I needed most was the help getting her items to my car. I paid for three hours and stated upfront that it would be a small move. The job involved going to a storage unit, less than 10 minutes away, and returning to the dorm to fill the car with the items I would be taking home. I needed the movers to return to the dorm because my daughter needed to complete organizing her things to bring to the car. The total job should have lasted approximately 2.25 hours, less than the three hours I paid for. Given the 10-minute distance to the storage unit and my understanding that I was paying for a three-hour minimum, I did not think my request was unreasonable. We discussed my needs on the day of the move; the movers said no. I called the owner, thought we reached and agreement only to learn that we went to the storage unit with two different understandings. The movers did not return to complete the job and bring the remaining items down from the third floor - because ‘it is not how they do things.’ I paid $552 and they only worked one hour and forty minutes. I completed the move alone; I was packed and heading home by 1:00 (including the time to write this review; 3 hours from 10:00-1:00). I stated I had a small job. I was prepared to go with a different company. The owner contacted me and said he would work with me, and I would be happy. I am unhappy.

We’re sorry you had a disappointing experience with your move. To be fair to our team we feel it is necessary to provide context that is missing in your review. You reached out to us and told us you wanted to use our services for your daughters dormitory move within her school. After spending a great deal of time speaking with you over the course of several days—you then requested a service agreement and asked us to hold a spot—you then later contacted us days later to say you were going to go with a different service at a lower rate. We agreed to provide a discounted rate given the time we had put into this move and the stipulation was that everything would be packed and prepared for our moving team on the day of the move as we were going to fit your move in before another move. When our team arrived your daughter was not ready and you demanded that our team perform different services than was agreed upon. Instead of trying to request a change with our management team politely—you were disrespectful and rude to our team—so disrespectful and hateful that our team called to state that in all their years of moving hundreds of customers—you were the “worst customer we have ever had.” We are glad to see you recognize the kindness and professionalism of our team despite the level of disrespect you showed them. Moving is stressful and we try our best to understand that not everyone will be at their best given the stressful conditions but you portray yourself and this situation differently than what really happened.