TWO MEN AND A TRUCK - CANADA LAUNCHES CUSTOMER “BILL OF RIGHTS”
October 2010
New Homes and Condos
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TWO MEN AND A TRUCK® - Canada, one of the country’s leading franchised moving firms, is taking steps to improve professionalism in the industry and to protect clients by introducing a “Moving Customers’ Bill of Rights.
Designed to guarantee the best possible service and protect customers from the “predatory tactics” used by some companies, the document strives to promote internal service standardization and help consumers identify what they should expect and demand of their movers.
TWO MEN AND A TRUCK’s Bill of Rights provides consumers with the following guarantees:
- Customers can request a written quote outlining the scope, cost per hour and both parties’ legal rights and responsibilities will be presented to the client in advance of a move
- Movers adhere to the pre-move estimate and terms provided, while also supplying an itemized invoice upon completion of the move
- Movers are bonded and properly trained to meet client needs—including adhering to the highest safety standards
- That franchisees will carry all necessary insurance for the customer’s protection
- All moving equipment will be in safe working order
- Customers will be provided with advance notice of any delays in pick-up or arrival of goods
- Accurate pricing information will be used in advertisements and marketing materials
In the event of a move-related issue, TWO MEN AND A TRUCK – Canada clients are also being provided with a 24 hour hotline (1-86-moving4u), where they can speak to a customer service representative.
This initiate is in response to a recent crackdown on alleged moving fraud in the Toronto area perpetrated by companies using a variety of illegal tactics, from overcharging customers and changing estimates mid-move, to holding goods ransom until customers pay up to triple the amounts quoted. Although TWO MEN AND A TRUCK – Canada’s franchisees already adhere to the standards guaranteed by the bill, the company felt it was important to set an example for the industry by officially codifying these best practices.
“It’s heartbreaking to see customers who have been defrauded by crooked moving firms,” said TWO MEN AND A TRUCK - Canada’s Chief Operating Officer and Vice President of Development and Operations Dan Hopkins. “We believe our strong code of ethics can stand as a model to others in the industry as we work to defend the integrity of honest movers and stamp out illegal activities.”
According to the Canadian Association of Movers, approximately 4.4 million Canadians moved last year, with nearly one in four professional moves resulting in a customer complaint. The Canadian Council of Better Business Bureaus ranked mover-related grievances in its top 10 consumer complaints for 2009.
“This isn’t just good news for customers or for moving companies—it’s the right thing to do,” said Hopkins. “Fraudulent firms must be stopped dead in their tracks, and introducing a Bill of Rights to help customers choose reputable firms is a step towards cleaning up the industry.”