Complaint Review: Two Men & A Truck - Florence Kentucky

Hi there folks. As a trainer, driver and mover in lansing michigan where the company has its corp office. I can tell you this. Two men and a truck is an excellent company who tries to exceed the expectations of every customer. Our movers and drivers should never verbally asked for a tip. My goal is to make you WANT to tip me. I do this by running from the truck to your front door, masterfully moving heavy items through your home and out of the truck without ever touching a wall or door frame. requesting additional information about sensitive or breakable items, during the initial walk through of your home. addressing any concerns you may have during the move. We try and treat each customer as if it was our grandmother. But honestly? I want to make you sweat just WATCHING us work. Part of my tip is hearing my customers comments during the move. A financial tips is always accepted with thanks but it's not expected.

as much as I don't like to hear negative feedback about 2 men a truck, I know how important it is to us. Thus I must thank the original poster for his comments. Negative feedback is an excellent training tool. Two men and a truck is definetly a company thar prides itself on learning from mistakes.

Im truly sorry you had such a stressfull move. Perhaps you can forgive the company as a whole and let the blaim fall in a more, local manor. Believe me, not all tm&at employees are the same.

I do appreciate the people on here who have mentioned that each Two Men and a Truck location is individually owned, as we are a franchise system. Like any franchise, despite a unified brand, things can vary widely from location to location. One thing all of us franchisees are aware of is the negative impact of our fellow stores providing unsatisfactory service. This hurts us all and devalues our investments. So I do want to thank the writer of this complaint, and the others that shared their unsatisfactory experiences for opening up this discussion. Now I understand that moving is tremendously more intense and stressful than ordering a meal, but I can use Wendy's restaurants as an example. Somewhere in the middle of Wyoming, of the freeway, I had the crappiest experience and meal I've ever had at a Wendy's. The staff sucked, the food sucked, I addressed my concerns with management and they begrudging gave me my measly five dollars back. I would say that of all the times I have eaten at a Wendy's in my life, 99.9% of the time it was just fine. For those of you who experience bad moves with Two Men and a Truck, I am sorry, but humbly ask that you acknowledge that the brand itself is not the problem, it was the individuals at that franchise. To compare moving to cheeseburgers is profoundly stupid, but it was an example of the dangers of franchising. As a whole, I think Two Men and a Truck does a great job. There are locations in the system that do not perform and have ever-growing stacks of complaints filed against them and posted online. These companies represent poor management and hiring, a conscious decision to stray from the company values and operating system, and like any business that hurts and angers its customers, they will not be able to sustain growth and will eventually fail and close down. And I want that. Each bad store that closes is doing a favor to those of us who work very hard to do what is right for our customers. That being said, the majority of TMT locations have outstanding customer service scores, referral rates, return customer rates, and strong charitable foundations as community members in the areas that we serve. I'm proud to say that my little store with three trucks finished our first full year in business as number 4 out of 200+ in customer satisfaction. How did we do it? By explaining all charges, products, and services to our customers and asking in-depth questions, doing countless free onsites and consultations and equipping our movers to exceed our customers expectations. Almost every move that I've done that has gone poorly has been the result of a communication break down, often times when customer's forgot to tell us about the amount of items to be moved, or about specialty items that require extra care, like Grandfather clocks. The pool table is a tough one. I personally refuse to move pool tables, because they have fragile parts, are very expensive, and require training and precision to re-install. That being said, a few people have talked my movers into moving older, beat up billiard tables that they don't want to pay a pool table professional to move. In this case, I understand that finding out on move day that they wont move the pool table is incredibly unhelpful and could compound an already stressful day. I don't know why they couldn't move it if they told you over the phone that they would. In California we could not charge $150.00 extra, but I do not know Kentucky's moving laws and they are different in every state. The refrigerator most likely had its doors removed when it was brought in, or else was delivered sans doors by the retailer who put it together in your home. If I had a dime for every time I asked a customer if their fridge had to have doors or handles removed when they moved in and they couldn't remember, I would be a millionaire. People don't think about stuff like that, but good movers do. We train our guys to pull out the tape measure first before the refrigerator dolly. As far as the trees, there was not a thing the movers could have done different. I wholeheartedly agree that going to get a smaller truck would have added much more time and expense to the move. My store is in a mountainous area and this happens all the time. We ask for as much physical location information as possible, but we understand that most of our customers do not have experience driving a 30 ft, 13ft tall truck. If its even a question, request an onsite evaluation. To the person who's movers wasted their time, stopped for smokes, took too long of breaks, and coarsely asked for a tip, I am truly sorry to hear about that. I have fired men for asking for tips as it is so utterly crass and unprofessional. The movers that you were sent were not professional and are an embarrassment to our entire brand. This is not an example of an average TMT move. I am sorry. The people in our system want our customers to be thrilled with their experience. I would encourage you or anyone with a concern to contact the corporate headquarters and ask to speak with someone in quality control. Obviously our franchisor cannot make us perform great moves and provide great service, but it is in their interest, and the interest of every hard-working franchisee, that bad apples leave our system and customers from California to Maine feel they received a great move and a great value. Thank you.

I believe every word you have to say about TM&AT Jerry, because I went through a situation with them also! Probably same franchise, since we live close by. A couple years ago, we hired TM&AT to move us from our apartment to a house we bought (about 30 minutes away). We had previously used them a year before, to move from one apartment to another, and were impressed with their service. The two guys they sent were young, enthusiastic, took no breaks and got the job done (albeit a small job, moving a 1BR apt) in about 3 hours. This time...different story. WOW! They were supposed to show up at 8am. Nope. 9am comes and I call the office. The girl says that one of their drivers called in sick, and they had to pull MY movers off my job to go fill in for him. She said they would be at my apartment around noon. I balked at this, and the girl said that I would receive a discount for having to wait on them. Fine. We wait - what else can we do. So they show up. Two characters that look like they broke out of prison. Dirty, toothless, skanky looking guys. Good thing my husband was there or I would have been scared. They start loading the truck and the FIRST THING they put on the truck (my deceased mother's curio cabinet), they break. The guy comes off the truck and says to me "we got a problem with that cabinet". No...YOU have a problem with it. He shattered the mirror on the back of it down the entire length of the cabinet. He told me "Yew can jess go to Home Depot and getcha a mirror to replace dat one, it'll be 'bout twonny bucks." Hardly. I immediately got on the horn and began pricing replacement mirrors for this cabinet - there's no way I could just go out and buy one that would fit it - its very long and skinny. The closest size I could get without having one custom made was $80. Meanwhile, they're loading the rest of our stuff, and taking their sweet time doing it (remember, they're paid by the hour). After loading everything FINALLY, we drive over to our house, with them following. They flag us down and say they want to stop at the gas station for cigarettes and Mountain Dew (of course). So we stop, they again take their SWEET time going in the store and purchasing said items. We finally get to our house and they decide they need a smoke before starting. About 20 minutes later they get going, telling us it would be "cheaper" (read: easier) if they would just drop everything in the garage instead of taking each box to its designated room. To get them out of my house as soon as possible, I agreed to that. About a half hour later, they need another smoke and Mt. Dew break. Since they were taking way too long on breaks (15-20 minutes) I went outside and informed the ringleader that I checked prices on the mirror for the curio cabinet and it was going to cost $80. He said he would deduct that amount from the move, because he "didn't want no claims against him". I told him, that's on TOP of the discount I get because they were 4 hours late. He looks at me like I have two heads, and says "I dint know nuthin about dat." I tell him to call the office and check. Here's the BEST PART! In the same breath, he tells me, "Yew know...people don't know they're supposed ta tip movers. Dats whur we make our money." I almost laughed out loud. I said "You break the first piece of my property to touch, which just HAPPENS to be my dead mother's curio cabinet, then you want to tell me about a tip???" He just stared at me again, blankly. I laughed and went into the house. They finally got the job done, in total, about 6 hours. Ridiculous. I won't even get into how I had to go round and round with them about getting the deductions for the mirror and being late. Took me forever and many phone calls to the office to get that taken care of and in the end, I DID end up filing a claim against him for the damage. Trust me...take Jerry's advice and DO NOT HIRE THESE PEOPLE EVER!!!! At least not in the Greater Cincinnati/Northern Kentucky area.

I work for a school system and we have used 2 Men And a Truck quite afew times. they have done an excellent job for us. They were professional, prompt, honest, hard working and went beyond what was necessary to do a good job. It's pretty easy to tell from your obnoxious language what kind of jerk you are and probably no one could make you happy. Unforunate. Now will come the silly but typical charges that I work for 2 Men And a Truck. That's normally the reponse on this web site when anyone disagrees with the original poster.

I work for a school system and we have used 2 Men And a Truck quite afew times. they have done an excellent job for us. They were professional, prompt, honest, hard working and went beyond what was necessary to do a good job. It's pretty easy to tell from your obnoxious language what kind of jerk you are and probably no one could make you happy. Unforunate. Now will come the silly but typical charges that I work for 2 Men And a Truck. That's normally the reponse on this web site when anyone disagrees with the original poster.

I work for a school system and we have used 2 Men And a Truck quite afew times. they have done an excellent job for us. They were professional, prompt, honest, hard working and went beyond what was necessary to do a good job. It's pretty easy to tell from your obnoxious language what kind of jerk you are and probably no one could make you happy. Unforunate. Now will come the silly but typical charges that I work for 2 Men And a Truck. That's normally the reponse on this web site when anyone disagrees with the original poster.

I work for a school system and we have used 2 Men And a Truck quite afew times. they have done an excellent job for us. They were professional, prompt, honest, hard working and went beyond what was necessary to do a good job. It's pretty easy to tell from your obnoxious language what kind of jerk you are and probably no one could make you happy. Unforunate. Now will come the silly but typical charges that I work for 2 Men And a Truck. That's normally the reponse on this web site when anyone disagrees with the original poster.

Jerry, do not pay attention to Tallulah-phoebe. She is a worthless individual with far too much time on her hands. She posts a tired, mindless, predictable, contradictory response to almost every post on ROR. None of the rebuttals are useful or clever in any way. She's working with a 78 IQ. This is the best she can do. She is not even worth responding to. However, in the future, avoid discount movers. I did it once. my stuff was busted up. I never did it again.

First of all, Two Men and a Truck is a FRANCHISE. Every location is independently owned and operated. The locations I have seen hire alot of "casual labor". These people are not thoroughly trained, experienced movers. Usually 1 person on each crew is an experienced person. The moving industry is full of bums, and corruption. You get what you paid for. You wanted CHEAP, so you got CHEAP. Always check out a mover thoroughly before hiring them. Look for licensing and insurance as required in your area, and look for complaints filed against them too.

In response to the employee of two men and a truck... I filed a damage report the day of the damage. I called back. It took the better buisness to step in . "you guys came out and half assed the fix. never came back and sanded the door or painted it. The guy you came out only fixed one spot on the door, not all that was damaged, whiched i pointed out to him while he was there. he said he would be back in a week to finish the job, havent seen or heard from him yet!!! As to the pool table that was the only reason I hired you bastards was to move it. I moved all of the little boxes and odd n ends my self. I surley would not hqave hired you to do it , if I would have know that you would'nt move the pool table. I could have easily moved all the furinture my self with the help of my family!!! When I made my resveration the lady taking my call mentioned the 150.00 for the pool table. I said ok to it. As for breaking it down i did have all of the legs taken off. I wasn't even told to do that. I will never use this company for anything, and I will tell every body i know about my experience, especially my brother n law who is a real estate agent in ky & oh

Ok.... I'm going to comment on everyones comments about poor movers and the pool tables, and refrigerator doors. I work for this company so I know about our procedures and about why these things happened. (Pool Table) If you want to save money, have your pool table broken down. I'm sure you didn't. It takes less time and the charge for 150 is because the item weighs over 300 pounds. The charge is up to the mover and driver discretion. It's not all our money to pocket. It is divided by the company and the employees on the job. If the slate is broken during the move, it comes out of the mover's and driver's paycheck. We won't break down pool tables because of fear of tearing the green. Then we have a customer like you, that wants it put back together. We can't do it. Call a specialty mover that deals with pool tables and you're going to pay more than 150. Think of it this way. YOU SAVED MONEY! Considering how long the job took. (Refrigerator door) Most refrigerators are over sized and need doors taken off of them so they fit through the door. In some cases it must be done. Apparently this was one of them. By the way, you taking the door off saves you Money. That way the mover won't have to stop moving furniture to mess with the door. What are you doing? Thinking of what to complain about? Refrigerator doors can be hooked through using straps. However, in some cases they just can't. Some refrigerators have electrical lines going through the doors for ice makers. They should have taken the door off if you asked them to. If they didn't feel safe about it, they should have had you sign a release of liability. Basically saying if they mess your door up, they won't be responsible. (Tree in the Way?) This could have been solved easily. Did you not notice the low branches from the trees? You have to let us know this before the move takes place. Every move is different. We don't know what the terrain looks like.. You should have let us know. They tell you the size of the truck is 26 ft. Its not a limousine. When you carry things for a long carry you tend to need to take a break. We're human. You should have called the office and they would have knocked off time for the breaks. (Damage) Every move can't be perfect. Damages happen. Why didn't you call the office? It is on record 859-689-0000. Call it. They will fix it. Your damage report might have been misplaced. Our Damage manager should have contacted you within 48 hours. If not, call. We will fix our screw ups. (Time) The reality is, it's taking a long time because of the long carry. Get more movers. Sure it costs a little more per hour, but in the end, it saves time and therefore money, and the energy of the mover, which would have led to less breaks. Hey Jerry, I'm sorry your move was not what you expected. I was not on your job. If your pool table was not broken down, we won't take it. I'm sure the CSR told you to break it down. We all try to work hard and give our company a good name.. No work means I don't have a job. If you decide to move with another company, make sure you mention these problems that happened during your move. That way they know what to expect and you won't put up another comment about another moving company robbing you as well. I know everything about the business. Moving is stressful. You have to take the steps to make it less stressful.

If we are to believe the veracity of the report, then this mover performed poorly - bottom line, and there's no debate. When you hire a full-service mover, they are a full-service company and that means they do everything. They pack, load and unload everything with the expectation that they will damage nothing. If they have to perform a long carry - then they do it. That's what they're supposed to do - there is nothing exceptional about the service. Truth is - by not getting the smaller truck, they probably saved the customer additional money - never mind the 2 fools who did the move probably didn't realize they would be paid more for getting the smaller truck. If they couldn't remove a refrigerator door, then they're supposed to either (1) maneuver the refrigerator through a door that it will fit through, or (2) they will remove the refrigerator door and leave it off until the refrigerator is put into its final spot at destination. Again - that's part of the job. If they couldn't do that, they shouldn't be movers. The only thing the customer needs to do is watch the mover and make sure they do their job and make certain everything in the house is out of the house; given the characters in the moving industry these days - it's a requirement - because of the general thievery of less than reputable movers. The pool table is by far the most egregious fault these movers had. First, they wanted the customer to be billed an additional $150 to move the pool table. That is against the agreement this person probably signed - which stated the entire local move would be billed at an hourly rate. I don't even know what this person signed, but I can tell you it didn't include an additional charge for moving a pool table. That $150 would be pocketed by the 2 movers as chump change. You are right that there are some things a mover will not be responsible for; those items are limited to (1) cash, (2) jewelry, (3) wine collections, and sometimes (4) firearms (though some will move rifles and antique arms - none will move pistols/revolvers); movers generally uses a 3rd party to move the items identified in (3) and (4). Movers take care to move plasmas, LCD TV's and other electronics, but they're required to move the item and the mover can opt for additional valuation from the moving company. Movers also move antiques, and some chemicals - depending on what the chemicals are. About 10%-15% of the industry is filled with unscrupulous people who would steal from their mother if they could. There are so many now that I think the only way a consumer can avoid the pitfall of a rogue mover is by using (1) a well-known mover like an agent of United, Mayflower, North American, Atlas, Allied, Graebel, or Wheaton, or to opt for (2) moving yourself.

Jerry, Never mind Tallulah - this person knows nothing about how corrupt the industry is and doesn't sound like they know what a full-service mover is supposed to do for the services they render. Now, some questions: 1. Where did you find these movers? In other words, phone book, internet? 2. Were they informed of the pool table that needed to be moved before the move began? 3. How much did they charge you hourly? Now to some thoughts: 1a. They could have gotten a smaller truck; the issue is you would have paid the one hour+ it would have taken them to secure the truck - never mind that the mover would consider some of that transportation and charged you the equivalent of 2 hours for that time. I don't think that a huge issue; you would have paid more to have them go and rent a shuttle than to do the long carries they did. 1b. Next time, find a mover a bit more reputable - someone who won't show up in a rental truck. If a mover shows up in a rental truck - I would send them packing. Find someone well-known. Might be more expensive up front in terms of an hourly rate, but cheaper movers tend to take long breaks and cause damage; the damage they caused is now money out of pocket you now have to pay to fix because of their incompetence. 2. As much as I think it's pretty pathetic they could not remove the fridge door, I'm sort of wondering how you got the fridge into the house in the first place with the door attached? Couldn't the mover wheel the fridge out a sliding door in the back of the house? 3. What reason did they give you as to why they didn't move the pool table? I mean for someone to advertise themselves as a full-service mover - this whole story is pretty sad. 4. How long has it been since you filed a claim? Follow up with them and make sure they acknowlege they have your paperwork - I don't know what the time statute is in KY, but if they don't acknowlege they have the paperwork in a certain number of days, you're out of luck. Best of luck to you....

Jerry, Never mind Tallulah - this person knows nothing about how corrupt the industry is and doesn't sound like they know what a full-service mover is supposed to do for the services they render. Now, some questions: 1. Where did you find these movers? In other words, phone book, internet? 2. Were they informed of the pool table that needed to be moved before the move began? 3. How much did they charge you hourly? Now to some thoughts: 1a. They could have gotten a smaller truck; the issue is you would have paid the one hour+ it would have taken them to secure the truck - never mind that the mover would consider some of that transportation and charged you the equivalent of 2 hours for that time. I don't think that a huge issue; you would have paid more to have them go and rent a shuttle than to do the long carries they did. 1b. Next time, find a mover a bit more reputable - someone who won't show up in a rental truck. If a mover shows up in a rental truck - I would send them packing. Find someone well-known. Might be more expensive up front in terms of an hourly rate, but cheaper movers tend to take long breaks and cause damage; the damage they caused is now money out of pocket you now have to pay to fix because of their incompetence. 2. As much as I think it's pretty pathetic they could not remove the fridge door, I'm sort of wondering how you got the fridge into the house in the first place with the door attached? Couldn't the mover wheel the fridge out a sliding door in the back of the house? 3. What reason did they give you as to why they didn't move the pool table? I mean for someone to advertise themselves as a full-service mover - this whole story is pretty sad. 4. How long has it been since you filed a claim? Follow up with them and make sure they acknowlege they have your paperwork - I don't know what the time statute is in KY, but if they don't acknowlege they have the paperwork in a certain number of days, you're out of luck. Best of luck to you....

Jerry, Never mind Tallulah - this person knows nothing about how corrupt the industry is and doesn't sound like they know what a full-service mover is supposed to do for the services they render. Now, some questions: 1. Where did you find these movers? In other words, phone book, internet? 2. Were they informed of the pool table that needed to be moved before the move began? 3. How much did they charge you hourly? Now to some thoughts: 1a. They could have gotten a smaller truck; the issue is you would have paid the one hour+ it would have taken them to secure the truck - never mind that the mover would consider some of that transportation and charged you the equivalent of 2 hours for that time. I don't think that a huge issue; you would have paid more to have them go and rent a shuttle than to do the long carries they did. 1b. Next time, find a mover a bit more reputable - someone who won't show up in a rental truck. If a mover shows up in a rental truck - I would send them packing. Find someone well-known. Might be more expensive up front in terms of an hourly rate, but cheaper movers tend to take long breaks and cause damage; the damage they caused is now money out of pocket you now have to pay to fix because of their incompetence. 2. As much as I think it's pretty pathetic they could not remove the fridge door, I'm sort of wondering how you got the fridge into the house in the first place with the door attached? Couldn't the mover wheel the fridge out a sliding door in the back of the house? 3. What reason did they give you as to why they didn't move the pool table? I mean for someone to advertise themselves as a full-service mover - this whole story is pretty sad. 4. How long has it been since you filed a claim? Follow up with them and make sure they acknowlege they have your paperwork - I don't know what the time statute is in KY, but if they don't acknowlege they have the paperwork in a certain number of days, you're out of luck. Best of luck to you....

Jerry, Never mind Tallulah - this person knows nothing about how corrupt the industry is and doesn't sound like they know what a full-service mover is supposed to do for the services they render. Now, some questions: 1. Where did you find these movers? In other words, phone book, internet? 2. Were they informed of the pool table that needed to be moved before the move began? 3. How much did they charge you hourly? Now to some thoughts: 1a. They could have gotten a smaller truck; the issue is you would have paid the one hour+ it would have taken them to secure the truck - never mind that the mover would consider some of that transportation and charged you the equivalent of 2 hours for that time. I don't think that a huge issue; you would have paid more to have them go and rent a shuttle than to do the long carries they did. 1b. Next time, find a mover a bit more reputable - someone who won't show up in a rental truck. If a mover shows up in a rental truck - I would send them packing. Find someone well-known. Might be more expensive up front in terms of an hourly rate, but cheaper movers tend to take long breaks and cause damage; the damage they caused is now money out of pocket you now have to pay to fix because of their incompetence. 2. As much as I think it's pretty pathetic they could not remove the fridge door, I'm sort of wondering how you got the fridge into the house in the first place with the door attached? Couldn't the mover wheel the fridge out a sliding door in the back of the house? 3. What reason did they give you as to why they didn't move the pool table? I mean for someone to advertise themselves as a full-service mover - this whole story is pretty sad. 4. How long has it been since you filed a claim? Follow up with them and make sure they acknowlege they have your paperwork - I don't know what the time statute is in KY, but if they don't acknowlege they have the paperwork in a certain number of days, you're out of luck. Best of luck to you....

You must have so much time on your hands, sitting around reading rifoff reports all day, talk about being lazy! I paid for a service, which included moving a pool table. How can you judge any body being lazy? People in Beverly Hill Don't work at all, have eveything handed to them of, by the hard work of others.

It would seem to me that something as a tree limb blocking the street constitutes an act of nature beyond their control. Regardless, you admit that they unloaded and carried your belongings all the way to your house. That sounds like great service to me. Yet you are upset because they didn't "go back and get a smaller truck", unload and reload all your stuff, and then proceed to your house? Give me a break! You sound like a very lazy person if that is what you expected/demanded at the time. It is not unusual to have to take a refrigerator door off to get it inside a house. Why? Most door frames are built too small to fit an assembled refrigerator through. As for your pool table, obviously the company did not feel it was safe to move this item for whatever reason. Too bad so sad. They moved everything else for you. Moving this one (and only one) item yourself is not unreasonable. By the way, there are certain items that most moving companies will NOT move under any circumstances (i.e., pool tables, LCD televisions, antiques, valuables, chemicals).