I write this email after I have had time to gather my thoughts and to write from an a less emotional state of mind. On Saturday, November 24th the Two Men and a Truck moving company was scheduled to move us into our newly purchased/built home. I had called the same office in Alpharetta GA, as I have done 5 times in the past, to schedule my move that week prior. I was relieved to find they could schedule my move so fast and for a Saturday so I didn't have to take time off work.I went through the details of the home, just as I had done on previous calls with them. They moved us into the current house just over a year ago, so I felt confident in their abilities and didn't think twice when it came time to move again about using them. I was so comfortable with my decision that when I scheduled the move I didn't even ask the rate - as I knew Two Men and a Truck was my solution!
They arrived at 9:30 am on Saturday morning. My window was 8:30-9:30 and Johnny even called me at about 8:45 to let me know he was waiting on the other mover and then they would be on their way - off to a good start. When they arrived they took a quick tour of the home and then the move was underway. They made a phone call to their office shortly after they started requesting the assistance of a 3rd mover. They told me that they were told there was no one else available. I assumed the 3rd mover was requested in an attempt to speed up the process.. After all it was a Saturday. As the day progressed, I realized this move was taking more time than moves in the past. And this was the exact same house and belongings they we were moved in to by Two Men and a Truck last year. We were met by the movers at our new home around 2 PM on Saturday - I was then informed that the movers would be making a 2nd trip back to the first house because they had not been able to get all of our household items into the truck.....once again, this is the EXACT same house that they moved us into. The only thing that changed was we were now moving a washer and dryer. It was not a washer and dryer that didn't fit on the truck, it was our entire basement - couch, tables, desk, boxes.Still not a catastrophe - they will make a 2nd trip once the truck is unloaded and we'll be all moved in by the end of the night.After the truck was finally unloaded - I made the offer to our movers that if they would rather finish on Sunday morning rather than making another trip right then, that it was okay with us. Not ideal, but we knew they had to be exhausted.They once again called the office to see if they could get assistance with the last leg of this move. That was denied and I asked to speak with whoever they had called.The owner's daughter was on the other end and when I told her that he'd like to have a discussion with the owner on Monday (after our move was complete) about our movers asking for assistance and not getting it, therefore forcing them to take longer = bigger bill for us. She said that we must have booked the move wrong and didn't tell them that I actually needed 2 trucks and 3 men.This is once again the same house they moved me into last year - with only 2 men and 1 truck and EVERYTHING FIT in one load!She then asked me to put Johnny back on the phone and asked Johnny to get back in the truck for the conversation. I did not hear the conversation, but when Johnny returned to the driveway - he informed me that they were told to leave for the night and that we could 'call and reschedule the rest of our move on Monday'....The movers appeared to be just as confused as we were at what just happened. Did they really just QUIT moving us?I've been a loyal customer to Two Men and a Truck and this particular Alpharetta location. This was the 5th move I had hired them for in the past 4 years.The owner's daughter told Johnny that she was turning her phone off and we wouldn't be able to call anyone until Monday to further discuss. I tried as soon as Johnny hung up to reach her with no luck and ended up leaving a voicemail.We did not pay for the move at that time - I wrote on the invoice that it would be paid at the time move was completed and asked that he be called on Monday.Allen (the owner) left me a voicemail on Monday afternoon. I finally spoke to him and Allen seemed to think we should pay the full amount without taking into consideratioin the other charges we incurred due to their decision to quit the job. Allen said they weren't aware of the basement when the move was scheduled. I scheduled the move with Hilton and he was aware of the details of the home and the items that would be moved. The owner thought it would be acceptable for him to charge the credit card on file (after I explicily told him not to charge THAT card).
I'm sure anyone that has ever moved can understand our frustration - when we tell friends/coworkers what happened their mouths drop in disbelief. These weren't day laborers that we contracted for the day to help us move with a U-Haul....and got tired and decided they didn't want to work anymore. I contacted what I deemed to be a reputable moving company in my community and now regret that decision immensely.I will continue to tell friends/neighbors/coworkers/acquaintances about our experience this past weekend. And I hope you do to.