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| - Worst customer service ever.
First of all, I have used this company in the past and was absolutely thrilled when I used them before...but it was a different franchise...one that didn't have Delores as their GM.
Let me set the stage. My husband and I just bought our first house and couldn't wait to finally move and be settled in. We called to make an appointment for 11 am about a month in advance. The day of the move, they show up at 7:30 am. We weren't expecting them so early and asked if they could come back later. The movers said that it wouldn't be a problem and that they would be back at noon.
We called the branch just to make sure that everything was still set up for noon and that's when everything started to go downhill. Delores answered and told us that it was our fault that we weren't ready (even though we never agreed to 7:30) and refused to make it right or admit fault. I asked if there was another branch that we could try and she told me that she would have Tyler, the other branch's DM, call me. (Why she couldn't have offered this as a solution in the beginning, I don't know.)
I didn't know that prior to me calling Tyler, Delores had sent an email to him informing us of our situation and essentially telling him to mirror her response of "we'll try". He also refused to help us because of this.
We spent the rest of the day calling other companies to see if anyone could move us on such short notice but no one could. We ended up getting a better rate from Camelback Movers and excellent service the next day.
However, the problems with Two Men and a Truck don't stop there though. We were in the middle of moving (with Camelback Movers) when we get a call from Delores. She tells us that she can provide movers if we still need it. We told her that we went with someone else after she refused to help us. She then proceeded to tell me that they were still going to charge us for coming to our apartment the previous day (even though they came hours ahead of schedule AND ensured us that it was no problem for them to come back).
We, of course, had every right to argue that charge. She put me on hold but forgot to mute the line and I could hear her talking to the owner's son who told Delores just to drop it and that it wasn't worth the fight. She was determined to charge us, however, because when she came back to the phone call, she told me that they would agree to pay half.
As a company, agreeing to pay half is just as good as admitting fault. Her only argument for feeling she had the right to charge us was a confirmation email (which had the incorrect time). I hadn't noticed that the time was different when they sent it and when they called to confirm, there was no mention of time. Meaning there was no contract (neither verbally nor written) for the time of 7:30.
After explaining this to Delores over the phone, she decided that the most professional thing to do was to hang up on my husband. She told him that she was no longer interested in having this conversation and terminated the call while he was mid-sentence.
Ultimately, they never did charge us (because we had done nothing wrong) and we ended up with a much better company (Camelback Movers) for a lower rate.
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