Complaint Review: Two Men and a Truck

Things did not go well. The movers were late. T M & a T allows them to show up late in case they need to "prepare" the truck. This encourages dishonesty, in my opinion. Before they began I explained to them some of my items were expensive, inexpensive, and/or fragile. However,the majority of things were not protected or handled properly. I offered to show the men where I was moving to but the team leader said they already knew. Even though there was a nearby exit door to a parking lot where my new apartment was a quick walk from it, the leader chose to park as far away from my side of the lot as possible. He was observed having done this by other residents. I also was made aware of this when I saw the truck leaving by coming around that part of the building behind me - shortly after I exited the back of my building - where they did not park! My apartment is one apartment door away from the stairs other movers have used to deliver items to it. There is also short, easy access to the hallway leading - a short walk - to the elevator. During the move two of the three men complained repeatedly about how the elevator kept closing on them. I have never heard a mover complain about what I am sure is the norm. The leader even threatened to make a complaint to the owner of the building. He claimed he had been able to have the elevator exclusively when moving in and/or out of this complex. I was later told by the Assistant Director that is never done. I made the mistake of not thoroughly checking behind the men regarding the job they had done. I felt they had done a good job until I saw the scratches, gaping backs to my bedroom dresser and 6 bookcases. I later had to ask the building's maintenance director be allowed to bring my bed's headboard over. I discussed all with the leader and asked him to make the carbon copy clearer. He wasn't concerned about either because I had signed the paper. What he did do was something I should have taken advantage of: he accepted my credit card for the remaining amount of the job. I asked him if he was supposed to because I thought he was wrong. But he said it'd be fine. I was prepared to use my debit card! There was other damage and I was most upset about how my futon was roughly handled. I had to have my dining and console tables replaced. Again, the movers didn't use the clear wrap on everything that should have been wrapped. After I complained by phone, a man was sent to survey the damage and used markers to cover some of the many scratches. He also told me that because most of my furniture was old and wasn't something I should expect to have addressed. The two tables were new. The futon was in excellent shape and was expensive but it was "old" so it wasn't considered a problem either. I am a cancer survivor and am busy trying to stay as healthy as possible so it was a big effort for me to write to the headquarters of Two Men and a Truck a lengthy letter chronicling all of this (Stress is not my friend.) and I was able to do within 90 days. I received a letter from the Dearborn franchise telling me that I had indicated I was satisfied with the way my furniture scratches were treated (with markers that allowed the scratches to reappear later.) I was not and did not say I was satisfied. There was no mention of my complaint while showing the same representative how close my back door was to the area I had been moved to. I have talked with other tenants who were mistreated by this company. One woman is afraid to follow up on her treatment because she feels the movers who mistreated her may retaliate since they know where she lives! The Lansing Headquarters sent a sweetly written letter explaining they had no control over how their franchises conducted business. I think a company should be concerned about their reputation when allowing others to profit off of their success by using their name. I ended my letter with: "When I called this time to make my complaints, I informed Michelle P. I am a member of Angie's List. I also participate with Home Advisor, Ripoff Report, Complaints Board, Better Business Bureau, and know the procedure for using the attorney general's office, and filing a small claim. I've read about your high standards and how you care for your customers with exceptionally high service but have yet to experience these things from TWO MEN AND A TRUCK®.... I'd appreciate your considering giving a refund of $250 to make up for – at least – the extra time it cost me because [the team leader] chose to have the truck parked so far away instead of the available and much closer lot to where I was moved from. The truck could have been parked next to the closest door for unloading into my part of the building. Also, I am just above the stairs so they may have been easier and faster for moving some of the items instead of carelessly jamming them into the elevator. The crew knew where the stairs were. I hope your company does care for its customers. Maybe all of the complaints I have since seen on the web were made by folk who did not send you a letter detailing the poor service. I look forward to hearing from you. Sincerely,"

Also: The first time I fuly opened a dresser drawer it fell breaking the handle of the one below it and missed my bare foot by approximately by three inches!

 

Description of work:

I hired Two Men and a Truck to move my things from one apartment to another within the same senior complex. I paid a total of $810 for what I sincerely feel was $300 too much.