Two Marines Moving

Wish I could give zero stars.

During our move we had damage to our previous home as well as several items… including beds that were incorrectly taken apart and put back together. One collapsed on the first night! I even paid for the additional insurance just in case. Well here we are a year and a half later and nothing has been done. Just a lot of broken promises by the GM Chris. They don’t even respond to calls, texts or emails. They even picked up a bedroom set and an additional bed that was broken… still nothing. This has been the WORST experience ever.

Move size: 4 Bedroom Home Service cost: $5000

Two Marines is an excellent moving company!  I was Glad to see them a few minutes early.  They didn't start the time until all the paperwork was in then they got right to work.  No cell phone calls or sitting around taking long breaks.  These guys earned their pay.  Not only that but they handled my property with care.  These three guys, Hernandez, Grote and Winglass, were extremely careful maneuvering my furniture through tight spaces in the stairwells.  This was not an easy feat as several pieces were heavy and bulky.  I was impressed with their professional attitudes and honesty.  I have moved at least 4 times in the last 8 years and never had this kind of service.  They were impressive!

Service cost: $1095

I hired them for my move. They were prompt and efficient on the day of the move. I bought and paid extra insurance during my move. During my move my dining table was damaged. I attempted to contact the moving company for 2 weeks after my move and the company was unresponsive. After they finally responded and accepted responsibility for the damaged dining table, I was told I would be contacted by a repair company. It has been over a month since that last email and several calls and emails I have yet to be contacted or have repairs been made. All phone calls lead to voicemails and no return phone calls. Emails have gone without reply. At this point, I think this business is being shady. I paid extra money with a business that is not fulfilling its own contract. Not a good business practice at all.

Move size: 4 Bedroom Home Service cost: $2200

NEVER use Two Marines Moving. This is by far the worst moving experience I have ever had. Once they are paid, there is no customer service. A member of our crew kept disappearing, which caused our move to take much longer than expected. We were charged for the extra time, despite it being no fault of our own. Dresser drawers and lamps were thrown haphazardly and unwrapped in the back of the moving truck. There was substantial damage done to our belongings. I immediately followed up with Two Marines Moving and was just told to file a claim. I did exactly what was asked of me, yet no one addressed my issues with the labor cost. Once they were paid, I was ignored. My husband and I wanted to support a veteran owned business and thought we were paying a premium price for superior service. We were clearly mistaken.

Move size: 2 Bedroom Home Service cost: $1700

I am so disappointed to be writing this review because Two Marines has been my ‘go to’ for moving since 2010. They have always been reliable and responsive. But this move has been another story. While the on-site crew was great and the person who booked my service as well, clearly there are issues with management. My move was a long distance move. The plan set two months ago and reiterated by Two Marines a few days before my move was for the crew to drive to NYC (where I was moving) the night before my move to avoid traffic, having their team be exhausted and also limited hours to use the elevator in my building in NYC. The morning of the move-in, the lead mover called me T 6:30 am to say they were en route from DC. The planned move-in time was 9 am. They didn’t arrive until after 12 pm. The team said they didn’t know why management changed the plan. My point of contact who booked my service didn’t know either. Then someone called me from Two Marines as I was demanding to know what happened and HE didn’t know. I asked for someone to please call me back who did know and … nothing. It gets worse … when they ‘re-packed’ the truck after loading things up at my apartment in DC apparently they forgot the hardware to put together my two beds. The team said the warehouse in DC would overnight the hardware and contract someone to put the beds together. Over 24 hours later, no one I’ve dealt with at Two Marines knows what the plan is or where the hardware is. Just awful. Also, one of my boxes is missing and no one seems to know where that is either. I feel bad for the public-facing Staff I dealt with because their managers aren’t giving them info. Since no one in management has yet to explain the time change for my move or where the hardware is for my beds and the plan or the missing boxes, I hope they read this and someone calls me. BY THE WAY, they took full payment yesterday without even a call from management to explain why the plan changed or to account for a plan for the missing hardware and assembling the beds. I hired Two Marines because in previous moves, they removed the stress of moving. This time, they added to it — the management and their lack of responsiveness and accountability. Outrageous.

Move size: 2 Bedroom Home Service cost: $5000

We hired Two Marines Moving and could not have been more pleased with them! They arrived on time, were extremely courteous and professional, and they lived up to the high standards they advertised. Moreover, the price was very fair for the amount of time they were there. I really appreciated that they called a few days before the move to confirm the details and see if we needed any additional labor or packing supplies. I was most impressed in that they were more than capable of moving our large, upright piano for a reasonable price. Other moving companies refused to move it, but TMM moved it with such careful precision that we didn't even need to spend money hire a piano tuner after the move (and if you own a piano, you know how crucial this is!). TMM also moved a massive queen-sized wooden futon with a matching futon-style chair - they carefully took both pieces apart but what was most impressive is that they it all back together again absolutely perfectly. In addition to moving these extremely large pieces, they also carefully moved a Nordic elliptical and multiple expensive, heavy pieces with zero damage. What really stood out to me, though, was that after they were off the clock, they took the time to speak to my elderly Marine father about life in the military. I think the majority of the people they hire is military, and we were fortunate enough that our entire crew was military. It was quite evident that the crew understood the importance of customer service, as they treated my dad and my property with the upmost respect. I've had other moves in Florida where crews have left packing supplies and food behind, but the TMM crew was so clean and tidy! I've recommended them to multiple friends, and no one I know has had any issues. I'm not looking forward to moving again, but when I do, I look forward to hiring them again!

Move size: Partial Move Service cost: $1200

My wife hired Two Marines to move 9 pieces of furniture (three were rather heavy), a washer and dryer (that was only being off loaded into the garage) and 15 medium boxes on a local move on a Friday in mid March. The estimate was for a crew of 3 for 4 hours. When all was said and done she was charged for 7.5 hours and a bill nearly $1000 higher than estimated. In our many moves of our household goods, weighing between 18,000-20,000 lbs. they have typically been off loaded in 10-12 hours with a crew of 4/5.

The crew was very nice and polite. The issue was the apparent lack of motivation. My wife called to vent her frustration more than once during the day, describing a team that moved very slow, lots of standing around and long periods of “thinking about how to do things.” I arrived at the very end of the day and personally witnessed the crew lead putting feet on a couch and the rest of the crew sitting in the truck while the washer and dryer (the last items on the truck) were still waiting to be off loaded to the garage. My wife asked the crew chief if there was any reason his team could not unload the last two items on the truck while he did that. Her description was that this was how the entire day went.

Then there was the damage. The furniture was wrapped well for the approx. 15 mile drive and we would not worry about a few dings in the wall or a scratch or two on the floors, except for all the other issues which just magnified the number of small points of damage done, to include one piece of furniture that has multiple dings and a cracked leg, despite the crew chief telling the team not to move it upside down because of “the crown.” However, they did it anyway and the “crown” was damaged.

When my wife showed me the bill after the team left, I called the company. The dispatch explained to me that it took 7.5 hours so that was the charge. I explained the pace, damage and extreme variance to the estimate and he said the supervisor was gone for the day but he would have him call me on Saturday (the next day). After hearing nothing, on Saturday afternoon I called back and was told that the supervisor was having a busy day and didn’t have time to talk to me, but he could call me Monday. On Monday I received no call. On Tuesday at approximately 1130 I called back and was told by the dispatcher that he would contact the supervisor and see what he could do. After receiving no call back, I tried calling the main HQ line but it rang twice and then cut out-both the Virginia and DC lines, multiple times. I then left a message with the Director of Operations, followed by calling back the main line, finally getting through, but the nice woman on the phone explained that the supervisor was out and her computer was not working so she could not look up my wife’s order, but would get the details and discuss it with her supervisor and someone would get back to me. After receiving no response again, I sent an email to the CEO and received no response as of the time of posting. I made an additional attempt to contact Two Marines 48 hours later and the (again very nice) woman on the phone told me that her supervisor had not responded to her email, but she would try again.

I continued to call every 2-3 days not receiving any call backs, despite the same response each time that I will get a call back the next business day. On 1 April, I spoke to a different woman who said she did not have access to my files but would email me the operations manager’s contact information immediately and have him call me on Monday. She confirmed my email and my phone number. When I received no email in three hours I called back and spoke to someone else who confirmed the same, and then did send me the email. I sent an email requesting the status of my claim to the operations manager and never received a response, either by phone or email. I continued to call frequently, occasionally getting someone on the phone, but never had any return calls from the messages left. On 3 May I got through and spoke to Cory, who stated he had “never heard any of this,” and would “pull the file, look into it and call me back in a couple of hours.” No call received. I have made dozens of calls over a period of Months.

I continued to call but never again got through to a live person and as of mid July, I continue to wait on any kind of call back from management. I sent another email to both the CEO and chief of operations, with no response. They did eventually pay the damage claim (another long painful story).

The customer should not have to do this much work to talk to someone and in this case, fail to do so.

I understand that sometimes things take longer than expected, and there were stairs involved, but this was such a gross underestimation, coupled with poor service, an abysmal leadership response and an appearance that company policy is to ignore complaints and hope they go away, that I cannot recommend this company to anyone.

Move size: Partial Move Service cost: $2500

I postponed writing this review, as the experience was beyond terrible and definitely traumatic for me. We used the company in 2012 and were really happy with them therefore I didn't bother reading the reviews. We booked a three day move, a day for packing, a day to loading and transporting to a storage and a third day for transporting and unloading everything from the storage to the new place. Overall, we had little furniture and an average amount of boxes. We also have a lot of experience with local and international moving, as we move once in 3-4 years. So we expected an 'average regular' service....

The nightmare started with the packing. As we had not much time for packing ourselves, and my husband was not in town, we opted for their 'professional' packing. first, they had no wrapping for fragile items, everything they encountered they just threw in boxes without any packing. So, my daughter and I started working along with them to make sure that our stuff will not be broken or destroyed. Don't even think they could pack really expensive stuff! boxes were taped not properly, so most of the boxes fall apart before being loaded. Luckily much of the sensitive stuff we wrapped and packed ourselves. No boxes, no bubble wrap no tape, no numbering of the boxes which were loaded, no evidence of what has been stored and what not... nothing. And this was a 15 hours job,5 hours times 3 people, without taking into account me and my daughter who worked full time along. Disassembling furniture was beyond their knowledge, I had to figure out how to disassemble a bed frame... Finally, all furniture was totally or partially destroyed or scratched or did not even show up when they brought the things back. Assembling the furniture back was even worse, and the few things left undestroyed were partially destroyed this time. The bad part was not only they didn't know what they were doing, but they were rude, mocking me when I asked them to wrap the bed mattresses (which were just partially wrapped and and ended up really dirty) or to be careful with the things when packing. the office staff was not helpful either, beyond rude when I complained. Nobody could care less about the stuff and the compensation which they offer for any destroyed piece of furniture or appliance is by pound, with 30 cents per pound. So for a TV you are lucky to get 30 dollars back if destroyed! Lastly, no piece of furniture was rightful assembled, we had to unscrew and redo everything and some things went missing (a table, my husband's ties and belts). Not to mention this entire move costed us over 5,000 USD. Finally, nobody called us back after repeatedly complaining over the phone about the services provided.... so, our advice, avoid this company by any means

Move size: 4 Bedroom Home Service cost: $5400