Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given an estimate to move from ********** to ******** with an estimated time and number of movers. There were storage days involved, as well. The movers were late getting to the first house. They took almost twice as long as estimated. One of the beds is a PBK captain's bed. The head mover was in that room for a significant amount of time. Never asked for any help. Afterwards, claimed the "crib" gave him a hard time taking apart. I was charged more for that portion of the move since it took so long. I tipped all three movers as my stuff was going to be in their care for three days, hoping that would be incentive to take good care. Fast forward to delivery day, late again. We were very generous with saying things like first floor or second floor and only having some of the items designated to a specific room. The cluster that this was is too long for the remaining space. However, the highlights, they would not put the captain's bed back together. Claimed they were not allowed to put together a crib. Found out when we put it together, they broke one of the drawers. They broke a dresser by dropping it. Complete cracked on the bottom and the backing pulled away. They did not put king size bed together and didn't even lay the mattress on the frame. Found broken piece there, too and no screws for the bed slats. They scratched/nicked two other wooden bedroom pieces, broke/popped out a piece of a kid's water table, put boxes labeled kitchen not in the kitchen. I left a ****** review stating some of this. Not all was known at the time. They claimed they had sent a claim form four days prior, which if they had, meant they sent the claim form prior to delivering at final destination. Had to hound them to file a claim, and ultimately the "refund" is nowhere near the *********************************** the contract. Horrible experience all around. Complete and utter disregard and disrespect for my family's worldly possessions. Deserve D rating

  Business response

  12/12/2024

  Hi we have apologized for any damages caused during the move and have processed a Damage Claim and have refunded the correct amount to the customers credit card already.  The customer supplied the weight of each piece according to the contract and the damage claim was processed according to the supplied and attached contract.  The customer agreed to 60 cent valuation and denied purchasing our recommended insurance.  We always try to take the utmost care of our customers belongings during the move but unfortunately unexpected things can happen during transport of items on highways and thru the process.  Because of this we always encourage our customers to purchase insurance to cover their worldly possessions. and belongings.  In this case the customer denied the 3rd party insurance noted on the contract where it states the following:   Basic Value Protection - Customer release this shipment to a value of 60
  cents per pound per article, at no cost to them, unless they purchased third party insurance. This means shipper will be paid **************************************************** damaged
  item, regardless of the actual value of the item.  We emailed the insurance information to the customer and she read it and reviewed thru a tracked email, following shows when the email was reviewed by the customer. Opened at 10/02/2024 @ 8:53 PM

  Following is what the email states:  

  Why You Need to Purchase Insurance:)
  Hi Kim 
  
  Here at Two Chicks Moving we care about your belongings. 
  
  Per State of Florida requirements, we carry and offer you FREE of charge...Valuation coverage which is .60 cents per pound.  To help our customers understand this better we offer the following example.  If we were to break a 60 pound 65 inch TV that cost $600.00 we would compensate you $36 dollars for the TV.  
  
  In many cases, this is not sufficient coverage for our customers.  So to be able to offer you additional coverage for all your valuables we HIGHLY Recommend purchasing insurance thru ***** Moving Insurance. If you don't purchase this 3rd party insurance you are denying additional coverage for your belongings. This is a coverage we recommend.

  We understand the customer is as upset about this as we are and we will take appropriate actions within the company to make sure our team is aware of it and can continue to provide extreme care of our customers belongings.  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted Two Chicks Moving for an estimate to move from their flyer new biz guarantee to beat any competitor or move you free. After a visit seeing what was to be moved, a written estimate was given for 1600 sq ft home, 2 car garage and lanai furniture @ $1500 based on 3 man crew and 7+/- hours within the same zip code, 10 miles. I accepted the est signed a contract, paid 10% deposit. On Thursday, June 23, crew of 3 showed up in a small rented UHaul truck, I was told the moving van broke down. This truck was too small to move a household without making several trips. By lunch the truck was jammed full and more than 1/2 my household wasn't touched. This crew wasn't prepared for a move of this size, too few men inadequate size truck. Upon reaching my new home, I found us locked out, my fault. Within 20 min, my landlord in Ontario Canada contacted a local locksmith to open the house. The crew decided to off load my belongings in the carport and open lanai. I was told should my stuff stay on the truck I will be charged over nite storage fees. The locksmith called was on his way arriving in 20 min. The crew decided to leave stating another crew will come back next day. I never told them to leave me and my belongings in the driveway. They did on their own, asked to be paid and locksmith passed them on the street. My furniture stayed outside for two nights subject to theft and weather. Two Chicks phoned asked me what happened, I explained, she told me they were booked for the month and they'll get back, no call back. Fri 6/24 6:15am received a text for me to confirm Sat 6/25 and another dep req to move the bal and bring in what's left outside. On Sat, 3 person crew same UHaul show up, work till 5pm, still not enough room or crew members. This was a complete disaster from start to finish. The bill was $2300+ from $1500, $800 over the est. Had the proper size truck and crew been sent it never would be a 14 hr job over 2 days! Deceptive practice, bait & switch! $800 bk

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/08/01) */ We offer our apologies for how the move turned out. On the first day when the crew arrived to the new home and found that the door was locked the customer told them she was not sure when they would be able to get in and that she did not want to pay to have them wait. The crew was never told that the locksmith would arrive in 20 minutes, if they had been told they would have waited and finished the job. The crew suggested overnight storage but she did not want to pay the fee. The crew was told by the customer to unload her belongings into the car port and lanai. Our crews don't make their own decisions like unloading a customers belongings and leaving it outside unless they are told to do so. From our communication with the customer there was no damage to her furniture from being in the lanai and carport. There was damage to furniture during the process of the move but she does not want to follow our claim process for us to be able to bring her a resolution. Unfortunately our moving truck was being repaired during her move and we had to rent a Uhaul and could only rent a 17ft truck. On the second day of the move the customer was not charged for the time it took to make the multiple trips for her belongings that did not fit in the truck. We also only charged her for 2 crew members instead of the 3 crew members that moved her the second day. That saved her $470. In the end the customer only paid for the labor it took to load and unload her belongings, the time it would take to make one trip (the way it should have originally been) and a minimum fuel/truck/trip fee $75 for the first day and another $75 for the second day because we did have to come back. The extra $800 was because it took longer for her belongings to be moved. We only charged her for a 2 man crew on the second day but sent a 3 man crew because we felt bad we couldn't finish it on the first day. The original estimate was 7.5 hours and it took the crew 13.25hr. There must have been more stuff than what was originally on the estimate for it to take that much longer. That was just the time it took to physically prepare her furniture to be moved, load her belongings, and unload them. The fact that there was a smaller truck did not increase the final cost because she was not charged for the time it took to go back and forth to pick up her belongings. The amount of time it takes to load and unload someone's belongings does not change because of the size of the truck, it would have taken the same 13.25 hours if everything fit in one truck. We also There are always unforeseen factors that can affect each move and make them take longer. These can be the customer adding more furniture or boxes than that were on the original inventory, difficult access areas unaccounted for in the new home, etc. That is why we stated in the job estimate that it is an hourly non-binding estimate, and that the estimated total is an estimated total. The customer agreed to pay the time necessary to move her belongings. Unfortunately there are mistakes that happen and factors we cant always anticipate. We apologize it had to occur during your move. We do good work and do our best to provide accurate estimates and they are accurate more often then not that but we are human and do make mistakes and we recognize that. But our crew was acting on what the customer had told them, she did not want to pay extra and had them unload her belongings outside. We came back as soon as we could and did not charge her extra fees or time because the truck was too small. We tried to help and be considerate of the customers situation and only charged her 2 guys instead of the 3 that moved her belongings. We are confused as to why the customer decided to wait a month to seek resolution. The crew stated she seemed very happy at the end of her move. We tried to start our resolution and claim process with her but she did not want to work with us. Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I take offense to this response and do not infer I'm making any false statements! Under no circumstances did I state it's ok to leave and my belongings stay outside! Any company with any sense of integrity wouldn't have left a customer in this situation! My new neighbor was right here witnessed this chaos also heard the conversation regarding a locksmith was on his way! The crew most certainly knew I was going to have access shortly they definitely made the decision to leave. The movers themselves stated can't bring items back on the truck, our boss will be mad, you'll be charged a heavy storage fee. Of course I would this is a rented truck they're paying for! And assured me another crew will be back tomorrow. They did not want to wait even though I'm paying by the hour. You planned to move a 1600 sq ft home with a 17ft truck and 3 crew that day. Why wasn't I informed of this prior to showing up! Had I been advised of the unexpected challenges I faced, this move never would have taken place. I was given no choice as the paying customer! Two Chicks estimated 7.5 hours to move a 3/2/2, I relied on the "experts" to calculate time, cost and truck space needed. They incorrectly judged the estimate, the amount furnishings never changed, look at the contract, you documented what was being moved. How could you be so far off from the original estimated amount of time and space needed? I didn't make up these figures, I went by what was presented fully aware it could be higher or lower, but $800 over 30% more? Had you stated $2000+ to move I would have looked elsewhere for other quotes for comparison but $1500 seemed in line. Is this how you are able to lore customers in then take advantage by misjudging prices? Being so far off from the customers written estimate is unacceptable business practice. I don't accept a bigger truck makes no difference, that makes no sense. A proper size moving van and able crew would have made this move more efficient, time is money. If I wanted UHaul I would have hired them and lowered my expectations for much less money! No company should be allowed to advertise best price to move or we will move you for free. When all said and done the final price is higher than what another company would have charged. Buyer beware, I was taken advantage of with this entire process by being given a estimate that wasn't anywhere near the final cost. A customer is expected to gladly accept your lack of experience in under bidding by over 30% and your willingness to deceive the public. I am requesting a refund for the overcharged amount of $800. Had Two Chicks been truthful, honest and remotely close with the estimate we wouldn't be having any dispute. No consumer should be given information that is completely unreliable to base their decision in choosing a company. Business Response /* (4000, 9, 2022/08/08) */ Hello, We understand the importance to move from our position to come to some sort of resolution. We have noticed that ******** has not moved from her position. We choose to trust our employees. They get raving reviews from customers on google and through communicating with us after the move. Our crew expressed to us what we explained in the first rebuttal. We offer to bring a resolution for the damage that is our fault and occurred during the moving process. According to the customers first communication with us she did not mention damage due to the furniture being under the carport and lanai. There was no rain during the time her furniture was under the carport and lanai according to "Weather Underground" https://www.wunderground.com/history/weekly/us/fl/fort-myers/KRSW/date/XXXX-X-XX We will compensate her for the damage that we caused. Everything else that occurred was not our fault. The customer was not ready to enter her new home and did not want to pay for the crew waiting for a locksmith. She also never communicated to the crew that the locksmith was only 20 minutes away. We went back as soon as we could. We did not charge her for anything extra, she paid for the time it took to physically move her at the hourly rate she agreed to. During the estimates process unfortunately there can be mistakes but that is why we had the customer agree to a non-binding (hourly) estimate and she did. According to the estimates inventory we were moving less that 1200 cuft according to what the customer told our estimator she wanted moved. The customer mentioned that we moved 1600 cuft in her last rebuttal. That is significantly more and that accounts for the extra time it took us to move. The customer required the movers to move more.

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