ComplaintsforTwo Men & A Truck

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Joe S 1 star 02/08/2023 DO NOT HIRE -- They will DESTROY your floor with SCRATCHES all over and cost you hours of time, emotion and lost work. They leave floors scratched all up! Do you want your luxury Vinyl floors damaged? Then hire Two Men and a Truck, Do you want to have to worry about leaving your old property damaged and have to drive over an hour to it 5 days in 1 week? Then hire Two Men and a Truck. I had a move that was done this past weekend. My wife was at the first property when loaded the furniture. When they were done, they asked if there was anything else she needed. The master bedroom floor is luxury Vinyl that was there when we bought the house. We don't know the model that needed to replace that bedroom floor with. The scratches looked fresh and peels of the floor were visible. My wife showed him the damage as he was one of the last people in the house and he was shocked. After getting off the phone with my crying wife and prior to the movers arriving to the new house. She mentioned the owner is not involved or care about day-to-day operations. I wanted to let the owner know, since this is not a normal day to day thing, and he should be aware of the possibilities of the situation moving forward from here. When the mover arrived at my new house, I was so mad I did not want them moving the furniture into the rooms of my house with the newly installed luxury Vinyl floors and potentially damaging a home we owned for less than 24hrs, so I requested new movers finish the job. I honestly cannot imagine how reckless the first movers were to cause that damage. We expected professionals when we hired Two Men and a Truck, but the first group of men proved otherwise. Also, they wanted to be paid, I said good luck.

  

  Business response

  09/26/2023

  Dear Mr. ******

  Thank you for reaching out to the BBB. We take these matters seriously and wish to work with our customers to resolve any issues that may arise. It appears your recent complaint is the same text from you review which was submitted in February. I understand we responded to that review and have made other attempts to reach you regarding your move but we have not heard back from you. With that said, after your initial call on December 26th, 2022 in which you reported to one of our Customer Service Representatives the floor damage and expressed concerns that some of your items weren't loaded onto the truck, our claims manager made several attempts to reach you by phone and email, both before and after you submitted your review to the BBB. We remain committed to addressing our customers' concerns. Our contract provides protections for our customers with respect to damage. Our contract states in part that we will take every step to repair, replace, or compensate at actual cash value for damage caused by our movers, provided payment for services is made in full. You were afforded this same protection; however, we have not received payment for services rendered from your move in 2022. We are willing to address your concerns, but in accordance with the contract payment must be made in full before we are able to proceed, otherwise this would violate the terms of the contract. We are hopeful to have some communication with you so we may work towards a resolution on both the outstanding balance and your concerns. You may reach our office at (407) 331-6683 or you may email us at *******************. Thank you for your time and consideration.

  

  Business response

  10/19/2023

  We have made several attempts to reach Mr* ***** both by phone and email to address the damage that was reported, but received no response. To date we have not received any documentation regarding any repairs that were completed and have not been allowed any opportunity to inspect the reported damage or discuss his concerns regarding this matter. At this time we are asking for any documentation pertaining to the damaged floors Mr* ***** has referenced, including pictures of the damaged area and documentation supporting the repair cost, so we may adequately address his concerns with regard to the damage that was reported.

  Customer response

  10/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *****

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