ComplaintsforTwo Men and a Truck

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired movers to move household goods. The bed was moved, but was not fully assembled. Two screws were lost in transit, leading to the bed being visibly crooked and tangibly unstable. Called business multiple times to ask if they could either advise as to the location of the missing pieces or replace them, and was told to do so myself because it was not their responsibility. The missing screws in question are nonstandard sizes - 8mm x 76mm - and have been extremely difficult to find replacements for, thus making it difficult for me to replace them even if I were to assume responsibility for the movers' losing them.

  Business response

  10/26/2023

  To whom it may concern:

  Two Men and a Truck performed a move for ****************** on September 25, 2023. The customer reported to a sales rep on October 13, 2023 that there was an issue with the bed. The sales rep explained he was outside of the 96 hour window of reporting claims upon move completion. Regardless of the policy and for good customer service, ********************** is trying to assist in the way that the business can help resolve the issue. The Ops Coordinator, who is a supervisor, has been in contact with the customer. The Ops Coordinator requested a photo of the bed on October 16, 2023 to get a better idea on how to help resolve the issue. He gave the customer a recommendation on what to search for on Amazon and/or a local hardware store for ****************** to purchase himself considering he is outside of his 96 hours of reporting claims. We are unable to accept the claim in full for this reason, but have provided a solution to the issue. The customer did not respond any further to the Ops Coordinator after the email sent to ****************** on October 16, 2023.

  Thank you
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I hired Two Men and a Truck for a move 7/5/2023. I never received a copy or link to Your Rights and Responsibilities When You Move from TMAAT. I never heard of it until after the move when I did online research. I believe I was taken advantage of by TMAAT because I never had the opportunity to learn important information they were required to give me by law and never did. Four items of furniture were damaged. The people who moved my property that day had to see the damage. I found a dining table damaged that was stuck in the living room behind other things. I pointed the damage out to them. They had to see the huge chunk of wood broken off the bed frame side rail and the gouges on the other side rail when they reassembled the bed frame. The nightstand that had scratches all over the top was stuck to the side with boxes on it, not put where it belonged. No one can tell me they didn't see the damages. That is deceitful and I think I was taken advantage of. They gave me 4 days to report the damage. The dining table couldn't be repaired. It's destroyed. I can't donate or sell it. The person from TMAAT I spoke with bulling me into accepting $75. I don't think it was enough. He said "I've had lots of furniture damaged when I moved." Like it's no big deal, so what! I didn't see the other 3 pieces of furniture that were damaged until after the 4 days, so tough luck.I think I was taken advantage of because I was never given important information about my rights as required by law. People are stressed and exhausted when they move. I think they take advantage of that to get out of their responsibility for the damages they caused. Four days isn't enough time.Everything was done by phone and email. Some of the links to important documents in the emails they sent me disappeared after a few weeks. I had to ask them for another. I would have handled things differently if I had been given the information required by law I didn't receive.

  Business response

  08/23/2023

  Two Men and a Truck takes all complaints seriously and seeks to take all proper steps when coming to a resolution. A member of our management team has attempted to reach out to the customer for further resolution.
  
  In reference to the "Your Rights and Responsibilities When You Move" - this is a requirement for customers who move across state lines only. As this was a local move, the customer was required to sign a standard ****** Services Agreement (MSA). This has since been explained to the customer. In this agreement, our policy is outlined that the customer has 96 hours to report any claims. The customer acknowledged this agreement with their signature and received a copy of the signed electronic document. Three of the four claims came almost a month after the completion of the move, putting those claims outside of the 96-hour window of reporting.
  
  In reviewing the claim that did fall within the reporting window,we had provided a $75.00 compensation for a damaged table. Based on the protection plan the customer selected at the time of completing the **** if a damaged item is deemed unrepairable, Two Men and a Truck will compensate at $3.50 per pound for the item. In our initial claims review, we had requested a receipt for purchase of the table which the customer was unable to provide. The customer did provide the model of the table, which the reviewing manager was able to find online. The table, including the table leaf, is listed as 44lbs.At the rate of $3.50 per pound, the total compensation should have been $154.00 based on the weight of the table. We are looking to extend this offer of an additional $79.00 reimbursement on top of the $75.00 that has already been paid out.

  Customer response

  08/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I hired this business twice before and it was a better experience and there was no property damage. I made the mistake of neglecting to examine the property more closely before the 4 day time frame for reporting damages because I trusted them from previous experience. I will not make that mistake again. 
  
  Regards,
  
  *******************************
  

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