ComplaintsforTwo Men and a Truck/Ocala

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 4/24/24 | Amount paid: $330.00 | Refund requested: $100.00 | Contacted business about this: Yes, via email on 4/30/24 | Did business resolve issue: No | Order number: ***** | Details of complaint: On April 24, 2024, I contacted Two Men and a Truck in *****, **, to move 2 furniture items and a few boxes from my ********, ** home to a nearby (8.2 miles away) storage facility. They arrived shortly after, providing an estimate of $184 for an hour of service, plus mileage. I verbally declined additional insurance, but the movers, *************************** and ***************************, mistakenly (or misleadingly) checked the option for $100 insurance on the digital contract. In a rush and trusting their expertise, I signed the agreement without noticing the added cost on their businesses smaller iPad screen.After completing the move to the storage facility, ****** showed a page on his iPad that showed $230. However, during the checkout process, he presented an additional signature page showing $330 total. When we questioned this, ****** claiming the additional $100 was just a valuation of the moved items, and assuring me the final cost was $230. To my dismay, I received a statement for $330.Upon contacting ************************ of Two Men and a Truck Ocala to resolve this error, he refused to remove the charge, citing the ************** Agreement. Given the rushed timeframe, I could not review the agreement in detail prior to the move, and ******, ****************** estimator and mover, did not explain the business policies thoroughly during the estimation process.I am requesting a billing adjustment and refund of $100.00 for this mistaken charge.

  Business response

  06/07/2024

  All the documents sent or given to this customer clearly show the inclusion of Valuation at $100.

  Attached is the estimate sent to her on 4/24/2024 at 8:22am and the Pre Move Letter which was sent same day at 8:25am. These were sent during her original phone call and subsequent reservation of the move and both show valuation as part of the services.

  The ************** Agreement was completed with the customer prior to the handling of her goods on the day of her services and she signed indicating she wanted the valuation.

  The SO ***** DSO is the Sales Order for her services completed at the end of her move and this again clearly shows the valuation was part of the estimate and continued to be present on the actual charges. It also shows her authorization to charge her card $330.

   

  Please let me know if you need anything else but all 4 of these documents clearly show she was informed of, and approved of, the valuation charge.
  

  Customer response

  06/07/2024

   
  Complaint: 21814924
  
  I am rejecting this response as this businesses practices used in this particular situation are predatory in nature and take advantage of consumers, in particular elderly consumers not used to digital contracts, in already stressful situations during a move. As I stated in my original complaint, there was not enough time prior to meeting with Two Men and Truck movers to review any documentation that was claimed to have been sent to me prior to their arrival. The movers showed up roughly 30 minutes after I made a phone call to the business, and due to the nature of being in the middle of a move and home sale, the home's internet had already been deactivated at this point in time. We therefore relied solely on the honesty and integrity of Two Men and Truck mover and company representative, Mr. ***************************, to accurately guide us through the businesses agreement process upon meeting us in-person for an estimate. ****************** asked us about our desires to add insurance to the move and we verbally declined the added protection. This was explicitly clear and known to everyone at the home; Both my son and I were there with ****************** had this conversation with us and we can testify, under oath, to this verbal declining of added protection being made. We knew the value of the items being transported were likely under $100, and stated to ****** that it didn't make sense to get insurance that costed more than the items being transported. We are not making this interaction up, and regardless as to if this expense was ultimately added on the forms that Two Men and Truck provided in response to our BBB complaint, it was clearly a mistake and should not have been added.

  Two Men and Truck operations director, **************, stated in his original reply to my inquire about this dispute that, and I quote, "I am not able to remove this charge after the move has taken place unless it was mistakenly charged." This was obviously a mistake made by ****************** moving employee, Mr. ***************************, who, as a Two Men and Truck company representative, should've been communicating business policies clearly and helping to guide me through the contract faithfully based on our communications. This didn't occur. Therefore I am once again requesting a refund of $100.00 for the added insurance that wasn't wanted.
  
  If we cannot meet am amicable agreement here, I will be leaving online reviews of the Ocala Two Men and Truck business to warn future potential clients of their practices, both on the BBB website and across multiple social media and review platforms. We're simply asking for the business to payback an expense they added unfaithfully. That's it. To be manipulative and shady, falling back on records of contracts signing digitally during a stressful situation, by an elderly individual that was being led through the process by Two Movers and Truck representative who know the added coverage was not wanted, is absurd. They know they are in the wrong here and are being difficult and arguing about this for no good reason.

  Sincerely,
  
  *******************************

  Business response

  06/10/2024

  We have reviewed with the crew and they state they did not give a cost amount of $230 but as the client is so adamant that they did we will honor their expectations. As an effort of goodwill to that affect we have refunded the $100 to them and had the valuation removed from their bill.

  Customer response

  06/12/2024

  Dear Better Business Bureau,
  
  I have reviewed the response from the business regarding complaint ID ******** and I am pleased to inform you that the resolution is satisfactory. It was not my wish to escalate this dispute as I had hoped to resolve the issue directly with the business prior to enlisting your services, but I am both grateful and thankful for the BBB's assistance in facilitating this mutually agreeable resolution. I have received a refund in total of the $100 requested and that has cleared my credit account.
  
  In conclusion, I would just like to reiterate that *******************************, the Two Men and a ********** leader that facilitated the business agreement, did provide us with a total cost of $230 and told us, verbatim, that the $100 extra was a valuation of the items in the truck and would not be added to our final bill. I have no reason to misrepresent this information. Ultimately, the money itself was never the catalyst of this dispute. The larger factor here was about how the business misled me and their follow-up response when I requested a refund prior to enlisting the BBB. The $100 I requested and received was more a matter of principle. I take business integrity seriously and do not appreciate being misled or talked down to.
  
  I am appreciative that **************, the operations director for the Ocala Two Men and Truck location, ultimately agreed to an amicable solution.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Issues with move. Multiple items damaged and broken. They owe me a refund for returned moving blankets. General Manager Derick S******* refuses to take or return my calls. I paid in full only to be called a week later saying I owe them more that their employee charged me incorrectly. Now they want to deduct the additional charges from my refund due. According to my estimate I was charged correctly.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩