TWO BROTHERS MOVING Reviews

We take feedback seriously, but we must respectfully and clearly dispute the claims made in this review, as they do not reflect what occurred.

First, this move was delayed due to undisclosed delivery time restrictions at the destination building. Despite being asked in advance, we were not informed of strict timing limitations imposed by the building, which directly prevented delivery as scheduled. This was not a failure of service, but a lack of critical information provided to us by you. We understand you were not aware of this, but to hold it against us as if we did something wrong, shows a lack accountability. (This is a theme throughout our interaction with you.)

Second, upon arrival, the home was significantly unprepared and unpacked, which was unexpected and materially changed the scope of work. Our crews adapted in real time to complete the move professionally despite conditions that were far outside what had been represented beforehand.

Third, the statement that this was a “four-day move” is factually false. The move required two working days, not four. It only went beyond one day due to your failure to disclose the building restrictions despite being asked.

Regarding the alleged missing items: you are claiming loss of items that were never documented, inventoried, photographed, or proven to be moved by our company. Additionally, you signed off at the completion of the job confirming the move was satisfactory and complete. The first mention of these alleged missing items occurred more than three and a half months after the move, which makes verification or accountability impossible and is outside any reasonable or industry-standard claims window.

We did not state that “this happens all the time,” nor did we dismiss the concern without review. We explained—accurately—that claims must be supported by documentation and raised in a timely manner to be actionable.

We understand moving is stressful, but posting demonstrably inaccurate statements does not change the facts. We stand by our team, our documented process, and the service provided.

We’re sorry you are missing items and we hope that you find them. Unfortunately, there are limitations in what we can do without any documentation or proof.
Given the way you handled your move and the communication throughout, we lack confidence in the authenticity of your claim.

For future customers:
We will always do our best to accommodate whatever the circumstances are when we arrive but transparency, preparedness, and timely communication are critical to a smooth move—and we remain proud of the high standard of care we deliver every day to the clients who proudly trust us with their move.

Kaylei — after checking our records, it was determined that you have made no contact with our company and upon further review, it was discovered that you are a friend of Melanie Driscoll who we already addressed in a prior negative review.

Reviews are intended to help provide honest feedback and inform future customers. Both you and Melanie have had no first hand experience using our services.

Hi Melanie,

We genuinely wish our experience together had been as smooth as the moves we strive to deliver every day. Unfortunately, despite multiple attempts on our end to reach a reasonable, good-faith resolution, it became clear that we were not working toward the same goal.

In any service relationship, disagreements can happen—and often, they’re opportunities for both sides to find a win-win. In this case, however, your focus appeared less on resolution and more on tactics. While we respect everyone’s right to share their perspective, using negative feedback as leverage for a refund is not a practice we can support.

To clarify for readers:
You voluntarily booked a service at a clearly disclosed price, then later changed your mind. When we asked—politely—what prompted the cancellation, you declined to provide a reason. Still, out of compassion when you stated you were unable to afford the service, we offered a refund on the simple condition that the posted review—one that lacked context and didn’t reflect any service actually performed—be removed.

This was an accommodation made solely to help you, not because of the feedback itself. Before doing so, we asked if there was anything about our process you felt we could improve. Your only concern was that you found our pricing higher than your preference. We gently reminded you that selecting a provider is always your choice, and you’re free to choose one that aligns with your budget.

When we followed up to finalize the refund, we noticed the review had been removed—then reposted the next day. This directly violated the agreement we had discussed, and understandably raised concerns about trust and intent.

We also cannot overlook the profanity and offensive comments directed at our team—people who show up every day to support clients during some of life’s more stressful moments. We do our best to extend grace, and we only ask for the same in return.

Even after all this, we continued reaching out in hopes of finding common ground, but were repeatedly met with statements about “speaking with your lawyer,” leaving little room for resolution.

At Two Brothers Moving, we are committed to fairness, transparency, and doing right by our clients. We are far from perfect, but we always strive to resolve issues sincerely when they arise. As you mentioned yourself, you are “not like anyone else” we’ve encountered—and we can certainly agree on that point.

Thanks for sharing your experience Christie—we love that “it felt like family was moving you!”