Complaint Review: two men and a truck - Pensacola Florida

Let me say this on this rebuttal to the responses I received back, When I filed this complaint it was BEFORE we managed to get this matter settled with Two Men and a Truck.

Now first off my husband and I believe we have a right to dispute something since we were the ones paying for their services regardless if we were in the town or not where the move took place. It just happened we relocated before my father in law's move from one place to another in the same town.

It took 3 attempts to get one questioned answer the question was " Why is the bill higher than the orginal quote we were given on several occasions?". Had they simply explained, they would have been paid the same night they remitted the invoice to us.

Now I do put some blame on my father in law because he just acted on his own accord in ordering Two Men and a Truck to do his abiding, he never cleared it with us, had  we were made known of the "extra" and unsanitary conditons we would have paid them and apologized but we were under the understanding that my father in law would have finished his packing and would be totally ready to move.

Now Two Men and a Truck never bothered to give us a courtesy phone call on the scheduled day of the move to even consider going over what they were expected to do, if so then there would have been "no extra surprises". When we scheduled the move we did explain a majority of the moving would take place on the second floor and I believe they were told it would be a dresser, couch, recliner, tv and maybe a small bookcase.  We did not know the "extra" stuff was going to be moved to a second level of an apartment.

WE didn't even know he was planning on taking more than what he told us so the information they were given by us, was based on what we knew was going. Now for the unsanitary conditons I don't want an explanation, I do know the lower part of the town home was in decent condition, it was dusted and cleaned before we did our relocation, I thought my father in law would keep it up and at least clean the upstairs, since he always did that before.

I believe this site was created for consumers who had issues had an outlet to voice their complaints and to have another poster comment the way they did, bothered me, just because they were happy with the company regarding their move, doesn't mean all moves go smoothly or accordingly and again since my husband and I paid for the move we expect professionalism, courtesy and if we have a complaint we have  the right to ask questions or dispute the matter.

To end this matter, I do want to apologize to the company for what my father in law did in making the extra requests when he didn't even consider what the "extra " charges would be.

And in closing I apologize for my husbands reactions to the whole matter, but we hope if it was you in our position you would be doing the same thing we did or more, and expect the same things we did.

Again this complaint was filed before it got settled, and there were no "inaccuracies" in my complaint, I know what took place on our end, I however did not know what my father expected or asked the gentlemen on that end. we only wanted a simple question answered without being threatened by a company to sue us for the money on the services provided.

I take extreme offense to what this customer has stated. I hope noone believes the crap this customer is saying, because I don't. I am a marine wife and have done my fair share of moving. I moved within the town of Pensacola and used this company and I was extremely pleased. These guys were awesome, quick, my job came under the estimate they gave me. In fact they are the only company who would even give me an estimate. The other companies I contacted just said it would be $xx.xx dollars an hour and I would pay for whatever amount it took. I would personally recommend this company to anyone.

Thanks,

Military Wife

Our goal at TWO MEN AND A TRUCK is to continually exceed our customers expectations. We have made every effort to serve this particular customer in a professional manner as we do with all of our valued customers. These claims are without merit and are inaccurate. After reviewing all the pertinent details pertaining to this move, it is evident that TWO MEN AND A TRUCK did significantly more than what this customer had led us to believe needed to be done. In addition to moving all of the customers furniture, our crew packed several last minute items including glass, lamps, and even his food per his request. When the original estimate was given it was indicated to us that no packing would needed to be done. Also, we helped this elderly customer move personal items into his vehicle that were unprepared for moving because he had not completed his packing. There was an extra stop to unload a refrigerator at the customers request and the majority of the furnishings went to the second floor, none of which was relayed to us during the estimate process. It is unreasonable to call this an overcharge. We provided a good faith estimate to this customer based on the information relayed to us during email and phone estimates. It is only reasonable that this customer accept the responsibility for the move time exceeding the estimate due to circumstances beyond our control and an inaccurate description of services requested. Our crew worked diligently, quickly, and obeyed all of the customers instructions concerning the move, in spite of unsanitary conditions, in order to provide the best customer service possible. The person responsible for writing this derogatory report was a relative booking this move from 1200 miles away by proxy. It is evident to me that they did not have a full comprehension of the services needed to complete this move. The actual customer that we completed the physical move for was extremely pleased with our services and congratulated all involved on a job well done. I would like to further add that the person responsible for writing this report has paid their bill in full and the last correspondence that I received from them stated they were satisfied with the explanation and are considering the matter closed. We here at TWO MEN AND A TRUCK harbor no ill will towards this customer and will continue to service our community with respect and courteous and honest service.  

We here at TWO MEN AND A TRUCK(R) Pensacola are extremely proud of our accomplishments and exceptional customer service record. We have an "A" rating with the better business bureau, we have received the outstanding customer service certificate from our corporate head office for the past two years recognizing that we have not received any customer complaints and that we consistently exceeded our customers expectations. In addition, we were recently awarded "Highest in Customer Satisfaction with Full Service Moving Companies" by JD Power and Associates.

Thank you