Complaints

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2023 REVIEW: Took their time milking the clock, 10 minutes between trips from the truck, 4 hours to build a bed that takes 1 hour based on previous moves. The guys took a 45 minute lunch break in the clock. Sad to be taken advantage of, they promised to subtract 45 minutes off the total time.Damaged furniture and no care for your belongings. Not the previous experience Im familiar with. Small damage is expected but what we packed is damage free, the crew ran out of shrink wrap and made do with rubber bands, the guys didnt remove legs on the couch, or recognize top or bottom of items. Im sad the quality has dropped off and Ive paid almost $500 more than quoted or previous move with the same items.

  

  Business response

  01/04/2024

  
  We take feedback seriously, and I want to address each point you've raised with the seriousness it deserves. Regarding the damages claims to your furniture and belongings, we regret that these issues were not immediately communicated to us. At Two College Movers, we are committed to fostering open and timely communication, particularly in situations involving potential damage. As a valued repeat client, we would have greatly appreciated the chance to directly address and resolve these issues at the time they occurred. We offer a comprehensive claims process for any damages during moves. However, it's unfortunate that the eligibility for this process is now uncertain due to the ongoing investigation into chargeback fraud.
  
  On the topic of the time taken to assemble your bed, we emphasize that our team's training focuses on the safety and care of items, rather than speed. 4 hours taken to assemble the bed was a gross exaggeration to embellish ********************** dissatisfaction, when in fact, the bed had stripped screws. This is to be expected with furniture that has been frequently assembled and disassembled, which is beyond our control. As for the lunch break, it is standard practice to discount this time from the total bill, which was done in your case, saying it wasn't is providing false information . The use of rubber bands and shrink wrap can be used interchangeably and is in no way indicative to the lack of care for your belongings.
  
  As for the price increase, please understand that our pricing reflects the current market standards and operational costs, which have unavoidably increased since 2020 ***** also had more belongings than in 2020. If at any point ***** felt like the men were taking advantage of him then why did he tip them. We employ amazing guys who work hard at what they do and if at any point he felt unhappy he could have vocalised that with his lead or reach out to the office. Instead he was passive. ***** has been a client with us since 2020 and at no point attempted to reach out to discuss his disappointment this time around. He also went as far as attempting to charge the entire move back which is now being investigated for chargeback fraud. It's ok to be upset and dissatisfied but falsely charging back services is stealing. We are not perfect, sometimes we get it wrong but we always try to fix it and make it right. We always aim for the highest quality service, and it is regrettable that your experience did not meet the standard we set during your previous move with us. At this point we are working to get *****'s investigation handled and hope to come to a reasonable resolution soon.

  Customer response

  01/04/2024

  Sadly, I was promised a call to discuss the billing and service after your team left the residence. Im still waiting for a call to discuss the final bill. No one called to discuss the billing issues. After waiting for days, then noticing the card on file was billed without any explanation. This lead to us contacting the bank for assistance.
  
  Damage was hidden by the crew originally, they placed boxes directly in front of wall damage, or on furniture to hide the scratches or dents. They were smart workers moving things to hide the negligence. 
  
  The crew actively discussed not having enough supplies because they were pulled from the move and used elsewhere.
  
  Yes, I am aware of the increase of costs since 2020. The $300 dollars in higher estemated costs are expected due to rising costs, I fully understand the need to raise prices. Expenses are costing more money than they previously did in 2020. The lack of urgency, 10 minutes between trips to the house or not subtracting the 45 minute lunch break from the end time is concerning, no record of the lunch break being subtracted. Also, the team lead agreed to communicate at the end of the estimated timeframe to discuss how to proceed and continue the move. When the estimated completion timeframe came and went, no discussion of how to speed up the move. 
  
  The time spent rebuilding the bed was based on the previous move, that was done much faster than this move. The crew arrived and unloaded the bed about 1 pm, then I ran back to the old house about 5 pm, the bed was not finished. Id also like to mention how we had to assist your crew to make the bed. While I was gone my husband screwed the bed together because the team lead was not sure what he was doing.
  
  Working with the bank to correct the overage is not fraud, rather an incorrect price for a service that was provided. The bank has the original estimate. The charge back is only a portion of the cost, not the full amount. I want to be clear, you are *********** the original cost of the move, not the delays and damage. A lack in communication and automatically billing the card on file has brought us to the standstill we have today.
  
  I forgot the guys asked to use the restroom and backed up the toilet, I mention this because I had to clean it up. As a side note, this was a regularly used toilet with no issues. 
  
  Needless to say, your crew was amazing in 2020 but less than careful with the furniture and walls, doors, or floors. I miss the doorway protection and the floor coverings from my previous experience. 
  
  In regards to the new furniture or items, we had the same number of boxes, as we saved them from the last move. We also didnt bring a 6 person patio table, 8 patio chairs, and metal 20x20 trellis. We actually had less to move this time. The 2 items that were new we moved in our own car. 
  
  We have referred several real estate clients and our family to your company. Its sad we no longer have this moving company as a reference.

  

  Business response

  02/04/2024

  Dear *****,
  We sincerely appreciate the time you've taken to share your concerns with us, and we've carefully considered the details of your experience. After a thorough review of your move, including the issues raised and the steps taken by our team to address them, we believe all possible measures have been implemented to rectify the situation. We have applied a discount to your final bill in recognition of the inconveniences you faced.
  We also want to express our gratitude for your generous gesture of tipping our movers $100 each. It's actions like these that highlight your understanding and appreciation of the hard work our team puts in, even in situations that are less than ideal.
  Thank you for the business you have provided to Two College Movers over the years, including your referrals of real estate clients and family. While we regret that we cannot take further action beyond what has already been done, we deeply value the trust and support you've extended to our company in the past.
  We wish you all the best moving forward and hope that despite this experience, you will remember the positive aspects of our services from your move in 2020.

  TCM
  

   

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two College Movers of ******************* (***) was commissioned by ********************************************************* (JAD/MES), renters of *********************************, FTC move the contents of their home (origin, ~**** sq ft) to ***********************************, FTC (destination). The contents would be boxed by JAD/MES and ready for ***************** on the move day, ************************************* the supporting documents. The packing of two trucks proceeded without incident. Upon arrival as the destination the trucks were unloaded. During the unpack the *** lead showed JAD that one item, a dining room table with one leaf, was damaged on its surface. It was noted that other boxes were placed directly on this table during transit without any protective blanket placed on the table's surface. The lead took phone photos of the table before its removal from the truck.The table was moved into the destination and photos were taken by JAD for preparation of a damage claim. *** also weighed the table at this time with knowledge that such claims are often based on the damaged article's weight.************** (KE) of *** contacted JAD to discuss the claim process. which was to include a claim adjuster named ******************************** (CSI) of *************, **. Conversations between KE and JAD included ***'s concern for the need to included such an adjuster and KE's offer to increase the final adjudicated claim valued by an equal value - this last point is from JAD's recollection yet admittedly disputed by ** who claims (in conversation to JAD) to have not been so specific in value yet agrees in concept to the increase.JAD then spent over two weeks "locked in mortal combat" with CSI over the claim process. The claim portal was prematurely closed (< the reported 96 hours). ** assisted in correcting this. This description is included in a text document included in the supporting documents due to lack of space and verbosity of JAD.

  

  Business response

  09/13/2023

  In response to JAD's concerns, CSI is a valuation company that assists moving companies in handling claims. It appears that JAD may be dissatisfied because he had to go through the standard claims process, which is common for customers of TCM or any moving company facing a claim.
  JAD expressed a desire for a revaluation of the table, weighing it at 168 pounds, without providing supporting documentation. Despite the absence of supporting documentation, we agreed to increase the valuation to $101.80 in good faith. However, JAD seems to be seeking additional compensation from CSI, which is beyond our scope of involvement. We encourage JAD to contact CSI directly to address any concerns in that regard.
  At this point, we remain committed to offering the previously agreed-upon valuation of $101.80 in accordance with our contract.

  Customer response

  09/14/2023

  Complaint: 20472861
  
  I am rejecting this response because:
  
  (1) I offered a personal testament to the weight of the table based on the actual weighed value. I would, if asked, make a legal oath to the weight of the table or, if requested, permit a TCM representative to weigh the table for him or herself. What could be more justified than the actual weight? The argument that "no supporting documentation" was supplied is specious and presumes that a unreviewed web advertisement is more accurate the actual measured weight.
  
  (2) the process that I was subjected to by CSI was onerous, belligerent, capricious and full of errors. No reasonable and responsible consumer should ever be subjected to the treatment that I was by them. That TCM considers CSI to be a suitable partner in its business practices is frankly shameful. In order of occurrence: the web portal where I was to initiate my claim was closed prematurely from the professed allowed interval - I needed to request TCM to request CSI to reopen the portal; after creating the initial claim I was repeatedly asked to provide a web-based advertisement for the actual item even though the item was multiple years old and no longer sold by the manufacturer; during this time I made the actual weight measurement and forwarded it to a CSI representative with the explicit request to assist me in inserting the information into my claim; several cycles (and more days) of argument later another CSI representative complained that I had not included my claimed weight to which I forwarded my earlier email message and received an apology yet no acceptance of my weight./

  
  Regards,
  
  ***************************

  
  

  

  Business response

  10/03/2023

  Dear ******,
  
  
  Thank you for sharing your concerns about your recent experience with *** during the claims process regarding your move with Two College Movers. I understand that you have some reservations about ***'s processes, and I'd like to offer some insights into their decision-making while clarifying our working relationship.
  
  
  1. Dispute Over Table Weight:
  
  
  ***, as experts in their field, often follows industry-standard procedures to ensure fairness and accuracy in the claims process. While I'm sure they appreciated your dedication to providing accurate information about your table's weight, it's essential to understand that requesting supporting documentation is a common practice across the industry. This helps in verifying claims and ensuring a consistent approach for all customers. We value your feedback, and it prompts us to consider how we can improve our procedures while maintaining industry standards.
  
  
  2. Frustration with the *** Process:
  
  
  I'm sorry to hear that you found the process with *** to be challenging. Please know that *** is a separate company, hired by TCM (Two College Movers) to mitigate and evaluate claims. *** operates independently and, as industry experts, they follow established procedures. While we aim to provide a smooth experience for our customers, there can sometimes be variations in the process when dealing with different partners.
  
  
  Your feedback is valuable in helping us enhance our partnership with *** and address concerns like the premature closure of the web portal and repeated requests for documentation. We will work closely with *** to ensure that such issues are minimized in the future, while still adhering to industry standards.
  
  
  We appreciate your patience and understanding as we strive to improve our processes and provide a better experience for our customers. In response to your concerns, we are willing to offer you ***'s last evaluation of the table as part of the resolution process. A member of our team will reach out to you to discuss where to send the check.
  
  
  Thank you for choosing TCM for your moving needs, and we look forward to addressing these matters.
  
  
  Best regards,
  
  
  ***********************
  Owner / Operator
  Two College Movers 

  Customer response

  10/03/2023

  Complaint: 20472861
  
  *****, thank you for your message in all its detail.

  Unfortunately, at this time I am considering my complaint closed and I really do not care what you do with your check. Working with TCM has been a real disappointment to me and I want nothing to do with the company.

  First of all, one of the items (the dining room table) was damaged through the failure of TCM staff to properly pack it. Then, I spent at least two extremely frustrating weeks with your chosen agent (CSI) in what I can only describe as bickering without following reasonable paths of resolution (It is my judgement that even handedness in the face of actual data is a very poor policy.) and perhaps the worst customer relationship behavior that I have ever experienced (this is not hyperbole). This behavior began with a premature closure of the customer entry portal and ended with an apology for failing to appreciate that I attempted to insert data into the portal and requested CSI assistance for the process.

  Now, I must note that we have found some damage to a chest of drawers that occurred during the move. This item was delivered to a location where it hasn't been touched since the move and when it was called upon to be used a drawer slide was found to be broken. Even if I could I would never ever consider opening up a claim for fears of having to work with (or against) CSI again.

  In closing I note that I'll never call upon TCM for any services in the future. Additionally, I will share my impressions with anyone who asks.
  

  ***************************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/6/23, I spoke to ****** at Two College Movers to get moving help for large items at my second home at ************************************************, ** on 7/18/23, After two calls, ****** told me that he could have 2 workers do the work for a total of $337.50 if the work was completed in the estimated time of **** hours. There have been numerous calls and discussions with Two College Movers since then. The final result is that Two College is charging me $450.00 to do the work and will not honor ******'s quote of $337.50. I am requesting that they refund me $112.50 because of the total cost that ****** promised me over the phone. I have spoken to ************** who says she is the owner of Two College Movers. She refuses to honor ******'s phone quote.I have filed a dispute with my credit card company over the charge. I can provide you a Word document that details all of my dealings with Two College Movers that I will upload below. I contend that ****** intentionally mislead me in what he told me over the phone in order to get me to book the job with Two College Movers, knowing full well that the total cost for the job would actually exceed the $337.50 that he quoted me. That to me is a deceptive business practice. ************** told me that the quote her employee, ******, gave me over the phone was irrelevant because their billing procedures actually determine the real charges. She also told me initially that Two College Movers records their phone calls with customers and that ******'s calls with me would have been recorded and could be produced. After I disputed the charge for the job, she then told me that they are changing to a new system and it's not possible to retrieve the recordings of my calls with ****** to verify what he told me.

  

  Business response

  08/22/2023

  Regarding Mr. ********* complaint against to Two College Movers. We have attached two files one of a screenshot of how many times Mr. *************** open the estimate to view it.( which was 8 times). This suggests that he had ample opportunity to review the estimate and understand the charges. The second file is of the actually work order going in great detail on how we charge. This should provide clarity on the charges and how they are calculated. It sounds like ********************** was confused but how we charge, but it is clearly stated in the estimate, which states we charge **** hours of around trip travel and **** hour of work hours estimated. Originally we have a $100 service fee but as you can see from the work order as stated by ********************* in his complaint it was reduced down to $0. This demonstrates we are willingness to work with our customers to make the move more affordable but taking into consideration the we do have costs to cover. On the moving day the customer was again informed on how we charge and ********************** signed the paperwork. As we try to be as transparent as possible, but  ultimately it is the customer's responsibility to read and comprehend the terms of the agreement 

  We did have a manager *** give approval to discount the $100 dollar and did hear ****** explained the charges as we do from a very detailed script. We have both testimonial from ****** and *** verifying that this was clearly explained to the customer. Furthermore in  ********************** complaint he even states that he confused the travel time with service $100 again all of this is clearly explained in the estimate.

  Regarding call recording we do record calls that go to our call center and are in the process of setup it up with all of our calls. As Mr  *************** or anyone that calls our located we would legally have to let them know that the call is being record and if you call us you do not hear that message. We can easily provide the validity of that if needed. Sales is not ***'s specific department so she was not aware this has not been implemented for non-call center calls. We feel that we have done our best to be upfront and honest on how we charge, with that said we will not be refunding Mr. ********* as we charged him accordingly to our binding argeement.

  In conclusion, I would like to express our gratitude for choosing Two College Movers. Your feedback drives us to continually enhance our services and communication. While we are unable to process a refund of $112.50 as requested, we do hope that this comprehensive response helps shed light on the processes involved.

  Thank you once again for giving us the opportunity to serve you.

  Customer response

  09/20/2023

  I have attached a Word document with my reply to the response from Two College Movers.

  Customer response

  09/20/2023

  Complaint: 20384003
  
  I am rejecting this response because:
  

  BBB reply 9/12/2023
  
  I have read the statement from Two College Movers regarding the complaint I filed.  Their statement seems to be intended to place the blame on me for misunderstanding how their charges would be calculated.  
  
  I did find the way charges were presented to me over the phone by their employee ****** to be confusing.  That is why I asked ****** the specific question If the work is completed in the **** hours you estimate, will my total cost for the job be $337.50?  He answered Yes.  If he and the company were not trying to deceive me, there should have been a different answer.  The answer should have been That's not correct. $337.50 will be the travel charge to and from your house.  Any work that is done will be in addition to that amount, so your total cost will be more than the $337.50 amount.  
  
  All of the company's statements about viewing the estimate seem to be intended to make it my fault that I trusted what their employee said.  When I looked at their estimate, I believed that it's complicated layout actually showed the $337.50 charge that I expected based on ******'s answer.  When I spoke to *** to attempt to resolve the issue, I asked her if an employee could quote an incorrect total to get a customer to book a job that the company would then not honor.  She told me that any amounts quoted by an employee make no difference at all, that the cost for a job is calculated exclusively by their billing system.  My experience with the company is that their procedures are intended to obscure their billing calculations and to make the process confusing to customers.  Their contention that they provide transparency falls flat when an employee gives a false answer to a simple question about what the total cost will be for a job.  Instead, they contend that it is the customer's responsibility to determine what the actual charges will be.  That, to me, is not the action of a reputable company.  It is the action of one that condones deceptive practices.
  

  
  

   

  

  Business response

  10/20/2023

  Dear *******, 
  I have reviewed your recent response concerning the complaint filed against our company. While we acknowledge your concerns, it is essential to clarify certain misconceptions that have arisen from the situation.
  Your claim that our company's response aims to shift blame onto you is an interpretation we strongly disagree with. Our aim has been to present a comprehensive account of the circumstances, providing a factual representation of the events as they unfolded.
  Regarding your interaction with our employee ******, we regret any confusion that *** have arisen during your conversation. However, it is imperative to emphasize that our company operates on transparent and standard billing procedures. Any miscommunication that occurred during your conversation does not reflect the general practices and principles of our business.
  Furthermore, our staff is trained to provide accurate and comprehensive information to our valued customers. The discrepancy in the information provided to you does not align with our company's policy of transparency and honesty. We assure you that any miscommunication on the part of our employee is not reflective of the values and principles we uphold as a reputable service provider.
  It is also crucial to note that our company takes pride in fostering a transparent and customer-centric approach. We deeply regret any confusion you experienced during your engagement with our company. Please be assured that we take such concerns seriously and continuously strive to improve our communication practices.
  However, we maintain that the responsibility for understanding the terms and conditions outlined in the estimate rests with the customer. While we strive to ensure clarity in our communications, it is equally important for customers to familiarize themselves with the details provided in the estimates.
  We regret any inconvenience you have faced and reiterate our commitment to providing transparent and reliable services to all our clients.
  Sincerely,
  **********************;

  Owner / Operator 

  Customer response

  10/28/2023

  Complaint: 20384003
  
  I am rejecting this response because:

  Their contention that they are not shifting the blame for the issue to me rings hollow.  As a senior citizen, I try very hard to understand the terms of business dealings.  In this case, since I heard unclear statements, I asked a simple question of their representative, *************  I asked, "if the work is completed in the time that you estimate, will my total cost for the job be $337.50?"  His answer was "Yes".  I don't know what he was supposed to answer instead, but I got a very clear answer to what I feel was my very clear question.  Two College Movers contend that whatever his answer was, the provisions and fine print in what was to me a confusing document are what I should have deciphered to understand what I would really owe.  To me, that indicates that whatever their representatives say, I am responsible for digging out the true cost of the agreement.  That's shifting the blame to me as far as I'm concerned.

  I've worked with a number of companies, and I would say that I don't feel I've ever worked for one that would not stand behind their employee's actions, even if they were incorrect.  The reputable companies I've worked with and for believe that resolving a customer issue in favor of the customer is a sound business practice.  I would feel that Two College Movers is acting in a more reputable manner if they were to refund the $112.50 that they charged me over the cost of $337.50 that ****** told me would be my total.
  
  Regards,
  
  *********************************

*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. ↩