Whenever you move with Two Men and a Truck, you’ll receive an email after your move asking you to rate us in different categories. If you choose to fill out one of those Reply Cards, you can type up any additional comments you have instead of just giving us numeric ratings. We LOVE hearing your feedback about specific movers or office staff who did a great job for you! We also love getting the chance to improve on our service and address any concerns you had during your move. In this blog post, we’ll answer three questions that we received through Reply Cards from the past three months.
1. My final moving cost was less/more than the estimate you gave over the phone. What’s your process for giving estimates?
Every moving company has a different method for their pricing, so this is definitely a valid question to ask! Because every move is different in terms of location, types of items being moved, and quantity of boxes, our price ends up being a combination of (a) a one-time, flat service fee that covers mileage and the equipment needed for your move, and (b) an hourly cost for the time of your move that is pro-rated by 15-minute increments (so if your move takes an hour and fifteen minutes, you’ll only be charged for the hour and fifteen minutes, not a full two hours).
To come up with your estimate, we first find the service fee based on the distance from your load and unload locations to our office. Then we ask you some questions about the type of move we’ll be completing to give you an estimate of the number of hours it will take to complete your move. To be sure we give you an accurate estimate, we always encourage our customers to give us as much information as possible about the approximate number of boxes that will be moved, the furniture items and appliances, and the square footage of the load and unload locations. We want to be sure our estimates are as accurate as possible, so we do require an on-site estimate for extremely large moves. However, you’re always welcome to request an on-site estimate for a better idea of your total moving costs if you’re afraid that the phone estimate won’t be exact enough.
2. I feel like my move could have been completed in less time than your movers used. Why did it take them so long?
Our movers do definitely take more time than some of your other moving options, and the reason is that we offer a lot more in our moving services than other companies do. We’re the only company in Nashville that takes the extra time to give complimentary padding and wrapping of every furniture item because we work hard to unload your items in the same condition they were in when we loaded them. Additionally, our movers are trained to work as quickly as they can at a steady pace. If they anticipate that a move will take longer than a few hours, our men work at a steady pace to conserve energy for the unload. Finally, our movers really hate to mess up your walls, doors, or other furniture, so they’ll take more caution when maneuvering through awkward or tight spaces.
3. I had a damaged item at the end of my move. How can I get you to take care of it?
Unfortunately, even though we take as much care as we can with moves, everyone does make mistakes. We know how frustrating it can be to trust someone with your things and have something come back scratched or with something missing. Our movers will let you know if they’re aware of a damage that occurs during the move, and they’ll help you fill out a damage report at the time that you finish your billing paperwork at the end of the move. However, be sure to look over your furniture and home again once the movers leave, because we do accept damage reports from you through email or over the phone if you find something we missed during the 3 days following your move.
Once we see pictures of the damage and read the report, we’ll get a professional out there to make repairs. If we aren’t able to repair the item for you, we’ll pay you more than the industry standard to compensate you for the damage. We’re always more than glad to fulfill our end of the bargain.
Thanks for the feedback, Nashville! We’ll always work to give you the best quality move.