Two Men and a Truck

Reviews 3

A

Anonymous User

Foolishly, I recommended Two Men and A Truck to my girlfriend to move her household goods. Not only were we extremely dissatisfied with the experience, our interaction with them rapidly evolved into one of the most unbelievably poor customer service experiences of my life. Hang on, its quite a story.... When gf scheduled the move, she requested that the movers bring some boxes as there were several items that needed to be packed. Pretty simple, right? Well.... day of the move comes and they show up with no boxes. They had an order form showing what boxes they were supposed to have, but no boxes. We were pretty understanding about it and the driver was pleasant and apologetic. We figured, not a huge deal, we would just have to find some boxes and complete the move on our own another day. Moving forward, they moved the items and no further issues. As mentioned, the guys were nice and we even tipped them when the move was complete. We thought that someone would contact us on Monday (move took place on a Saturday) to follow up about the experience and perhaps the driver would have communicated the box issue to someone in the office. Well, no such follow up call took place. We waited until Tuesday and I called them. This is where it gets good.... When I called I was connected with David, the "Quality Manager". I explained the issue, he was very apologetic, almost in a false way. While speaking he made it sound as if they had completely failed on every level. His empathy felt fake and almost condescending. As the conversation progressed, he said that he knew all about the problems as my gf had already completed the automated survey she had gotten via email. I was not aware that this had occurred but didnt think much of it. The purpose of the survey is to share your opinion of the service provided, right? Well, not with Two Men and A Truck. After groveling for a few minutes, David asked me what could be done to "take the sting off".... I said that considering we would now have to go get boxes and make several trips moving these remaining items that should have been on that truck, I felt some kind of discount or financial compensation would be justified. Essentially, refunding some of the move to compensate for our time and inconvenience. David scoffed at this, saying "I wish you would have called before doing the survey, I could have done something but now its too late". Really? I thought he was joking as first.... I pushed back and questioned the relevance of the survey and how it related to compensantaion. David said repeatedly that it was my responsibility to communicate that there had been a problem, and apparently if I expected them to do anything about it, I had to tell them before completing the survey. Am I crazy to have expected that the driver would have alerted the office about an issue? Bottom line is, since we had completed the survey and made them look bad to their corporate office, they no longer had any interest in making sure we were satisfied with the service provided. David told me that "now were going to have to defend ourselves online". I made the point to him that him refusing to do anything to correct the issue would actually make it worse? Has David ever heard of social media? In the end, David hung up on me after talking himself into a corner. Listen, Im not out to slander the name of this company but this is something worth sharing. If they would have done something to fix the problem, great. I would have not called them for my next move but I would also not have felt compelled to share this experience with the world. Two Men and A Truck probably does good work most of the time, but that is a credit to the guys on the truck moving your stuff, not in any way is a reflection of the management. David - "Quality Manager" could use some work in both "Quality" and "Management". What a joke.

BR

Brandon Frazier

Incredibly upset about the experience we received today regarding Two Men and a Truck in NASHVILLE. Weve used this company on numerous occasions in the recent years and have always had a great customer experience. However, today we received a different experience with this specific franchise located on 4801 Alabama Ave, Nashville, TN 37209. We planned to move from a storage unit to a house we just purchased in Nashville. Two Men and A Truck were scheduled weeks in advance and we were planning for everything to be completed today. We even got a confirmation call from one of their associates the day before stating, "The two men will show up from 8 a.m. - 10:00 a.m." As my wife and I were waiting for the truck to arrive at 8 a.m. , we received a call from the franchised location (Alabama Ave.). They were calling to cancel our entire move because some injuries that occurred the previous day on their team. While we totally understood things can happen, we were extremely upset due to the level of customer service we experienced over the phone and their lack of providing any amicable solution for our situation. After much discussion with the associate over the phone, we figured out we were getting kicked off the list as the associate states, "Because you had the smallest move of the day". The associate provided no other options for us and just stated, "we can get you scheduled at some point next week". With us running out of options and the Two Men Associate not giving us options, we decided to find another moving company which provides a higher level of customer service rather than just worrying about the transaction ($$). Throughout this phone call, there was never a mention of discounting the potential next move due to inconvenience or trying to "make it right" for us. We basically felt the entire time we were on our own in terms of trying to find a solution even thought this problem was caused by Two Men and A Truck If this franchised location cared more about the customer than a transaction or how big the load was, then it would easily be able to provide all customers with a positive resolution to problems that come up such as canceling a move last minute. We have made Nashville home for decades to come and will NEVER recommend this specific Two Men and A Truck location (Alabama Ave) to friends or family members in the future for moving services. If you decide to use this specific location, just be prepared to have a completely different customer experience than any other location in the US. I would highly recommend "All My Sons Moving" company to each and every person that visits this page. They were able to fit us in on next day move after we were canceled by this Two Men and A Truck Location. Good luck if you use this location for your moving needs and especially if you plan weeks in advance for a move.

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Anonymous User

After seeing a couple of bad reviews, I was skeptical of using Two Men and a Truck. However, after doing a bit more research, I discovered the negatives were very far and few, and when searching the Better Business Bureau of Nashville, I discovered their very few complaints had been handled satisfactorily by the company. In addition, they are among the very few accredited with the BBB, and sport an A+ rating. I encourage those seeking a moving company to take some time and really check reviews on multiple sites, and read through the Better Business Bureau of Nashville. I was amazed at some of the horrible ratings given many moving companies. One even had an F rating, while another proclaimed to be accredited with the BBB, but was not, and it took threat of legal action for them to remove it. The bottom line is, dont just assume their fancy website means youll receive good treatment. Whether you use Two Men and a Truck or not, please make sure you do your due diligence when paying a company to move your valuables. Anyway, onto the move. I was promptly contacted after sending an email inquiry, and followed up with by a call from the Nashville branch. It was very easy to schedule my move, and it was nice to speak to someone that spoke politely and professionally, and not some redneck that sounded like I was putting her out (before the convenience of the internet, we were stuck with the yellow pages and a guess). Moving day, and the two man crew arrived ahead of their scheduled time. They were young, fit and very nice. Before they started the move, I was presented with paperwork explaining the process, and was informed of their liabilities, as well as mine. After that, they went right to work, and despite having to navigate through a dusty apartment that looked like Armageddon sprinkled with dog hair, they operated as quickly as I could have expected. My belongings were transported and unloaded quickly, without damage, and again presented me with documentation I signed off on, ensuring that everything moved was in the condition prior, and that I was satisfied with everything. Moving is expensive, but compared to other companies, their Saturday rates are reasonable, but you get the benefit of a professional, established company that is licensed, insured and bonded. Ill take that any day of the week over two fat dudes that show up in an old pickup truck that ask me if I have any beers. (that actually happened once). Sorry for the long review, but despite a couple (or possibly one) p-oed person that probably nit-picks about everything, making other peoples lives a living hell, I was highly satisfied, and wouldnt hesitate to use Two Men and a Truck again, and will gladly refer them to anybody needing a moving company.

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