Reviews
Thomas
We were very pleased with the office staff Katie and Jason who came and did estimates.
However the truck did have issues before we even started the move out of state....The drivers were very apologetic and we were delayed for about an hour the next day to unload
However the truck did have issues before we even started the move out of state....The drivers were very apologetic and we were delayed for about an hour the next day to unload
Gia
I was happy with move overall, however, I did have some issues in that items were unplugged (ex. Phone/printers/air mattress pump/etc.) and all cords were left plugged in on the floor and was not transported at all. I was left with pile of cords to figure out what they were plugged into. Also if I did not go back and look I would not have known that they were still on floor and just left there. I don’t understand why the power cord was not kept with the item and transported, and if they are unable to do so then at least tell me and not let me find out on my own. There were also various items that were left that I felt should have been transported (bike/wagon/etc).
Ann
I was moving my Mom to Memory Care. The movers endured my crying and indecision and were supportive and patient and made my very difficult day better.
Robert
The guys who moved us were excellent. I was disappointed there were only two guys. The loading and unloading took much longer than I was expecting due to past experiences with you. On our past two moves there were always three or four guys.
David
I have used your services before and was satisfied then also.
Eric
You guys are great!! I came to you after a bad experience from another moving company. From beginning to end you guys were on point. From the office staff to the movers , excellent experience. Thanks for the rescue. I will use your company in the future.
Peter
From office staff to moving men: friendly, polite and hard working.
Bradley
I was totally disappointed. I relocated to another state. I walked through my place with the head guy. I informed him that everything was going with them on the truck. They were to pack everything too. I was with them all day until about an hour before they Finished. I had to run out to a work meeting. The crewman called to inform me they were done. I asked did they get everything but my motorcycle. I was caring it myself. He said yes they have everything and they needed to hit the road. I said ok. When I returned they had left 2 pickup truck loads of my things scattered throughout the place. I spoke with management but his only concern was making sure they got paid. After 5500 to them I still had to make 2 trips, over 2400 miles to move the rest of my stuff. I sent pics to mngt. NOTHING
Response
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<div>We apologize that you were dissatisfied with your recent experience with our company. Our goal is to strive to exceed customer expectations, and we always regret to hear that we have fallen short of that in any regard. Reviewing your estimate, your ballpark range was provided based on the information collected from your move consultant during the scheduling process (which our records indicate took place over the two days prior to the move itself). According to that estimate information, no packing needs were discussed, but you had mentioned you anticipated there to be approximately 25 or so boxes that your move consultant was under the impression would already be packed and ready to move upon our arrival. Your estimate also specifies that we were not planning on moving anything from the garage, though we did end up moving items from that area of your home and, at one point, you did even ask if we could move your motorcycle. You ultimately declined having us move it once we gave you the estimate for us to do so. As you may recall, we did adjust your price when our movers arrived and learned there was packing to be completed in order to accommodate you and this change of plans to the best of our ability. We regret that you feel there were items left behind that you had told the movers needed to be packed/moved, however your movers were correct in stating that they needed to get on the road in order to keep the timeline laid out for your move. The reason for this is a long-distance move that lasts multiple days does require preplanning on our part to ensure that the truck and crew are only gone for enough time to complete the move they are performing. Since many of our customers schedule their moves weeks and longer in advance, we have to ensure that a long-distance crew is back on the day they are scheduled to return so we can have those resources available for other customers. While we always attempt to be as flexible as possible when a customer decides to add additional services at the beginning of their move, we do have to be considerate of our other customers as well. Although we certainly never want a customer to have to handle moving remaining items on their own, a final walkthrough with you at the load would have ensured that either everything you needed to have loaded was loaded or you would have had a better explanation from the movers as to why they wouldn’t be able to move certain items for you (for example, our movers aren’t allowed to transport chemicals and cleaners which are typically found under kitchen and bathroom sinks). We understand that you had to step away from the movers for a prior engagement, however it is clearly stated in your Pre-Move Confirmation Letter the importance of customer representation for the duration of the move. That being said, we certainly never want your feelings expressed in your comments to be the last impression you have of our company. We will be sure to have a manager reach out to you to further discuss your concerns.</div>
<div><img src="https://twomenandatruck.com/sites/default/files/tmt-logo-stack_notag_small.png" style="display: block; margin-top: 25px; border: 1px solid #ccc; padding: 2px; max-height: 30px!important; max-width: 130px!important; background-color: transparent!important; border-color: transparent!important;" class="bv-review-response-logo"/></div>
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<div>We apologize that you were dissatisfied with your recent experience with our company. Our goal is to strive to exceed customer expectations, and we always regret to hear that we have fallen short of that in any regard. Reviewing your estimate, your ballpark range was provided based on the information collected from your move consultant during the scheduling process (which our records indicate took place over the two days prior to the move itself). According to that estimate information, no packing needs were discussed, but you had mentioned you anticipated there to be approximately 25 or so boxes that your move consultant was under the impression would already be packed and ready to move upon our arrival. Your estimate also specifies that we were not planning on moving anything from the garage, though we did end up moving items from that area of your home and, at one point, you did even ask if we could move your motorcycle. You ultimately declined having us move it once we gave you the estimate for us to do so. As you may recall, we did adjust your price when our movers arrived and learned there was packing to be completed in order to accommodate you and this change of plans to the best of our ability. We regret that you feel there were items left behind that you had told the movers needed to be packed/moved, however your movers were correct in stating that they needed to get on the road in order to keep the timeline laid out for your move. The reason for this is a long-distance move that lasts multiple days does require preplanning on our part to ensure that the truck and crew are only gone for enough time to complete the move they are performing. Since many of our customers schedule their moves weeks and longer in advance, we have to ensure that a long-distance crew is back on the day they are scheduled to return so we can have those resources available for other customers. While we always attempt to be as flexible as possible when a customer decides to add additional services at the beginning of their move, we do have to be considerate of our other customers as well. Although we certainly never want a customer to have to handle moving remaining items on their own, a final walkthrough with you at the load would have ensured that either everything you needed to have loaded was loaded or you would have had a better explanation from the movers as to why they wouldn’t be able to move certain items for you (for example, our movers aren’t allowed to transport chemicals and cleaners which are typically found under kitchen and bathroom sinks). We understand that you had to step away from the movers for a prior engagement, however it is clearly stated in your Pre-Move Confirmation Letter the importance of customer representation for the duration of the move. That being said, we certainly never want your feelings expressed in your comments to be the last impression you have of our company. We will be sure to have a manager reach out to you to further discuss your concerns.</div>
<div><img src="https://twomenandatruck.com/sites/default/files/tmt-logo-stack_notag_small.png" style="display: block; margin-top: 25px; border: 1px solid #ccc; padding: 2px; max-height: 30px!important; max-width: 130px!important; background-color: transparent!important; border-color: transparent!important;" class="bv-review-response-logo"/></div>
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Toni
My moving team of 3 showed up on time, was eager to please. I would recommend them to anyone needing to move. Thank you for the care you showed as you moved my furniture. The office staff explained what to expect in moving, as it had been 38 years since I had moved, was very easy to work with also. My overall experience was very good.
Jamie
The entire experience was awesome, from Suzanne to the Manager who brought over the boxes to the moving guys. I could not have asked for better service.
