Complaint Review: Two Men And A Truck

While they quickly agreed to helping with an emergency same-day move, the execution of the move was way less than acceptable.  They DO NOT understand what customer service is all about. 

1.) They said they would arrive between 2 and 4.  They actually arrived after 5, although did call to let us know of the unforseeable circumstances causing the delay.

2.) We specifically asked that they bring 10 waredrobe boxes.  They did bring 10, however brought only one hanging bar, so the rest were useless and most of the clothes had to be moved separately by the customer.

3.) Despite being told to be particularly careful with the dining room chairs, one of them was broken within 30 minutes due to mishandling and a total lack of care and / or actual moving experience.

4.) Since the move-out took considerably longer than anticipated, it was suggested they do the move-in the following day, which was Sunday.  We were told by the driver that the logistics manager would contact us between 10 - 11am to schedule the move-in.  At 11:30 we were begining to panic because we were unable to reach anyone in their office.  We called and texted the cell phone number of the driver, asking how to contact the manager, and finally got it hours later.  Everyone wants to send texts - nobody wants to speak to a paying customer.  We did not actually get a call to schedule the move-in until 2pm.

5.) Since they knew we were VERY upset about how everthing had been handled, they did have 5 guys show up for the move-in, and they did a fairly good, efficient job of doing so.

6.) Because of careless handling, and picking up a piece of furniture with the cosmetic handles rather than the base of the furniture, like an experienced mover would know to do, they also broke one of the handles.

7.) The standard insurance that comes with the contract provided $35, rather than the $200-300 out-of-pocket money it will actually cost to repair / replace the items.

8.) The moving bill for relocating a one bed-room apartment into a two-bedroom apartment about 1 mile away ended up costing us about twice what was provided as an estimate, plus the repair / replacement costs, and incredible frustration.

While I have had a good experience with this company in Asheville, NC, I certainly CANNOT recommond that anyone use the Two Men And A Truck franchise in Chicago.  Good luck with your move.  I hope you have a better experience with a qualified, skilled moving company that cares about you and your belongings.

P.S. I'm a dad from CT, who was helping my daughter move in Chicago.