ComplaintsforTwo Hands and a Truck LLC

• Initial Complaint

  06/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6/23/2022 invoice number #****** I contracted with Two Hands and A Truck Moving for a two bedroom two bathroom apartment with a $100 deposit. They estimated the time would take 3 hours. The completed service took over 5 hours and I stepped in to expedite the process because it should have never take that long. At one point, one mover who was on the clock stopped working for a total of over an hour to take more business inquiry calls for future moves. I resorted to calling my personal friends to come help unload. At the end of service, I asked what the total for the move was - he agreed to $775 and that an invoice would be emailed once paid. I handed him $800 and told him to keep the change. When my invoice was sent to me - it stated $676.56 - nearly $100 less than what he quoted me. When I called the owner within seconds of receiving my invoice to ask for my $100 back as well as the $100 deposit I made via credit card, he told me it was too late and that he already paid his crew and that there was nothing he could do. When asking if his is how he handled his business he yelled at me and told me to contact the BBB if I had an issue and hung up the phone on me. I have been violated and completely been take advantage of as a young female who trusted these movers.

  Business response

  06/24/2022

  I apologize for any inconvenience this may have caused you. This move was quoted at $145/hr with a 2 hour minimum. Including 3 men and a truck. If you were given an estimate of 3 hours this was an estimate on a standard two bedroom home. When we arrived at residence it was a downtown ****** High-rise Apartment building with a freight elevator that was some distance from the front door. The apartment was NOT a 2 bedroom it was 2 one bedroom apartments going into another high rise building in ******. It took 5 hours at the quoted rate of $145/hr. When the job was completed you were given an invoice for the amount $625. This was 5 hours at $145/hr minus the $100 deposit. Instead you decided to pay with cash. I was handed cash in the amount of $750 and told the remaining was our tip. I distributed the tip between myself and my crew because we have a hardworking team and they work fast in this ***** heat and deserve it. $125 between 3 people. You called afterwards and said you thought u over paid. We deducted the $100 deposit out of the total you were given. Our company rates are already one of the lowest. We are not here to take advantage of anyone. Im sorry if you think our service was below your expectations but we have loyal clients that will say otherwise. Thank you for business. 
  

  Best Regards 

  *******************************

  Two Hands and a Truck 

  Customer response

  06/29/2022

  Complaint: 17469432
  
  I am rejecting this response because: 

  
  

  They knew coming into the job that it was a 2 bed/ 2 bath job in an apartment complex. This is not a high rise, we are on floor two. The freight elevator, just like any building, is located specifically for a move. There were multiple occasions where it was only 2 men working with one constantly disappearing, after walking the building, looking in the truck and the route of the move, he was no where to be found. Once asked if they lost a man, they said he was in the truck, which was not the case. Also, if I am paying for a two man job, I do not believe it is appropriate to be taking OTHER calls the entirety of the move to be scheduling other future customer moves, you are on the job, we are paying for 3 men, 3 men should have been moving, not just two. To move less than one block away, our items were packed up sitting by the front door and to have you simply drop our items in the new apartment, WITH multiple of our valuable items broken, it should not have taken 5 hours. There was zero awareness to time and on multiple occasions we were grabbing larger loads and moving them ourselves due to the lack of efficiency. Once finally fed up with the disrespectful amount of time it was taking, we had to call in our friends to help unload the truck. It is so disappointing and once asked if this is how you conduct business with others or your "loyal" customers, you hung up on us, so I do not believe that you can honestly walk away from the job thinking it was efficient, timely, and did not take advantage of 2 young women that simply needed your help to move one block away. Again, once the job was finished, we asked if it was for 5 hours, after you confirmed, we paid for 5 hours + a small tip, which was undeserved. Once you had taken the money and left, was when we received the ****, nearly a $200 difference. We immediately called trying to resolve the gap and to confirm we were receiving our deposit back ($100) that was put down to lock us in for a date and time, you yelled NO and hung up. We were absolutely taken advantage of  in this situation and us. We have moved in this city before and have never been treated with such disrespect and lack of SLIM urgency in a move. 

  
  Regards.
  
  
  

  
  

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