Blue Water Environmental Of Florida, Inc.

I have attached a copy of all paperwork signed or initialed by the consumer.  On move day the customer is given the option of choosing from three different levels of coverage for their belongings.  Each level dictates a different settlement...

process if a damage occurs.  In this case, the customer chose the $.60/lb. option which is provided at no additional cost.  The consumer had the option to choose depreciated coverage or full replacement coverage at an additional cost to them.  When minimal coverage is chosen, as in this case, we have the option to repair items as a first course of action.  Our Operations Manager, John C[redacted], searched for replacement doors and was unable to locate them.   Since repair was not possible, our settlement offer was based on the valuation chosen after assigning the refrigerator a weight of 200lbs.  ($.60/lb X 200lbs = $120.00).  This settlement offer of $120.00 was communicated to Mrs. [redacted], and shortly after Mr. [redacted] called to decline the offer.  We understand that this amount may be disappointing, but our settlement offer is appropriate in this case based on the valuation chosen by the customer on move day.

We're sorry your recent move with our Two Men and A Truck office in White Oak did not live up to your expectations.  Our customer service teams rely on the customer to provide an accurate inventory of the items to be moved.  In this case, the customer provided a...

list of only 16 items which is why a smaller truck was sent out.  Our moving crew made the best of that situation by performing two trips and our Franchise Manager did reduce your bill to eliminate some of the time that was spent traveling between locations.  We feel these concessions are fair. We appreciate that you chose Two Men and A Truck for your move and we want to be certain any concerns you have are properly addressed.  If you would like to reach out for further discussions, we can be reached at ###-###-#### or by email at [redacted].  We appreciate your feedback and look forward to hearing from you.

The
documents provided by Mr. [redacted] are accurate documents.  We are not
disputing that two unload addresses were provided on the estimate sent
to Mr. [redacted] but
per our pre-move letter we ask that the estimate be reviewed in its
entirety for accuracy that includes the list of items being moved. The move manager completed an in home
consultation with Mr. [redacted], he advised that Two Men and a Truck would
not be moving everything.  The move manager was very thorough
and separated items we were and were not moving.  The original estimate
with 2 trucks is no longer available as it was revised only with the
items going to storage.  Our last conversation with Mr. [redacted] was on
March 9, 2015 when we provided the estimate with
3 guys and 1 truck.  Mr. [redacted] did not reserve his move date till
April 22, 2015, which was 1 week prior to his move date.  Due to the
length of time of no response from Mr. [redacted] we no longer have the
original documentation from his in-home consultation. 
Mr. [redacted] was advised that we provide an estimate and that the estimate
could be higher or lower.  When we arrived at Mr. [redacted]'s house to
move him, the lead advised Mr. [redacted] he would need two trucks.  Mr.
[redacted] to the best of my knowledge was present
for the entire move.  If we were to of moved only the items per the
estimate provided to Mr. [redacted] the items would of fit on one truck and
in the amount of time estimated.  Mr. [redacted] was aware a second trip
would be needed and at the same hourly rate as originally
noted. Below is information that Mr. [redacted] provided on his internet inquiry also:2/6/2015 3:21:00 PMEstimatetwomen\[redacted]


First Name:[redacted]
Last Name:[redacted]
Date of Move:
Email:[redacted]
Phone:[redacted]
Type of Dwelling:home
Square Footage:
Floors:
Current Address:
New Address:
Comments:Need to move belongings from 3 bedroom house into storage
in either [redacted] (haven't decided on storage location yet)
while new house is being built.
From Zip/Postal Code:[redacted] To City:[redacted]
To State/Prov:

Here is a copy of the Release of Liability you requested

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below (see attached documentation, I can supply pictures if needed).
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]---To:  To Whom This May ConcernFrom:  [redacted]Subject:  Revdex.com ComplaintI contacted Two Men and A Truck in late August of 2016, to schedule them to move my items from one location to another.  At the current time, they were moving them from a garage, where the items were stored currently, to a house that we just moved into.  I was told they are professional movers and if damages occur they reimburse you for the belongings or fix to your satisfactory.  When moving day came around (9/17/16), they moved my belongings from that garage to the new house.  During the move, I noticed they weren’t using furniture pads to move my belongings but didn’t say anything because they are supposed to be the experts.  After the move was complete, I noticed some of the belongings were damaged, specifically a dresser and a dryer.  When the guys told me they were done, I told them that there was damages to a couple pieces.  They mentioned, “This sometimes happens”, then acknowledged they broke off one of the feet to the dresser (the feet are wood) while moving it up the steps.  I then said, “Well there is more damage than that.”  The driver and I went inside the house and I showed him the dryer, which had dolly dents in the front of it.  After he acknowledged the dryer, he wrote both items on a damage list and said someone would call me about these damages.  I believe he wrote them on the wrong form because he wrote them down that they were damaged previously, which is completely inaccurate.  I also believe they used a form of deception from a consumer perspective.  The reason why I feel this way is because they are in a hurry to leave and want you to initial all the paperwork, plus go through your belongs to ensure there was no damage; not to mention they had me initial the wrong form because again there was no damages to these items prior to the move.  After going through all the belongings, I found more damage (chest, TV stand, etc).  Monday (9/19/16) comes around and I receive a call from the Two Men and A Truck office asking how my experience was; I spoke to [redacted].  I explained, you didn’t hear about the damage, and she said no, I did not.  She entered the information in the computer and said Cam would call no later than 9/19 or 9/20.  I accepted the response and moved on.  Finally 9/21 (Friday), comes around and I still have not received a call, so I called back around 4:00pm that day.  [redacted], again answered the phone and said she would have him call immediately but didn’t know why he hadn’t called yet.  Twenty minutes later I received a call from [redacted].  He and I spoke about the situation and he said I signed, so he couldn’t do anything.  I explained if you expect your customers to go through all their belongings when the drivers are on site, then your expectations are impossible to meet, especially since a move is stressful enough.  Then he transferred me over to [redacted], who is the GM for the company.  [redacted] asked me to email the pictures I had and he would look into.  On Monday, 9/26 I received an email from [redacted] saying he could not do anything because I signed off on the belongings.  When receiving that email, I immediately called him and said I can’t believe this.  I said there must be something wrong and the drivers must have had me sign the wrong paper.  I even told him they acknowledged the damage themselves.  He finally said he would follow up with the drivers and see what they say.On Tuesday, 9/27 I received another email from [redacted] saying he spoke to the drivers and they did not damage anything.  I emailed him back and thanked him for his time but I would pursue other ways to try and get reimburse for this total mess.In conclusion, I want to leave you with the following key points regarding this dispute:  The agreement was made that damages would not occur, which is why the charge is not valid because they did not deliver on their part.The movers acknowledged the damages of the goods.How can someone have dolly dings in front of a dryer?  It’s not like an item that is moved daily.How can someone pull off a WOODEN leg to a dresser, the dresser is super heavy and it’s not moved daily as well.The drivers used a form of deception in making me sign the WRONG form for the damages.This shows me this company lacks ethics and integrity as well as condones that behavior.  The drivers told me if I file damages it gets taken out of their pay check.  How would I know that information if it did not occur and that conversation take place about the movers damaging the items.With what I outlined above, I hope the Revdex.com will be able to resolve this complaint.Regards,[redacted]

[redacted]9:10 AM (2 hours ago)tome[redacted] from the business called and stated that this is not one of their customers. She stated that it may be from the Tylersville or Ridge Rd location which is not connected with their location.[redacted] | Marketplace Resource Consultant

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.there are more items broken as they were told on the phone call - there is an antique lamp that has a broken price, there is the chair which I doubt can be repaired and at NO time did they attempt to set uo another  appointment with me - I have pictures of all my damaged items and want them fixed or repaired to perfect condition and I want it done soon - has been over a week and they have not made any attempt to be in contact regarding other itemsRegards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  The company does not mention in their reply that the tv was not damaged in their truck while in transit. It was damaged when I witnessed a mover drop it while still in my house. It was a very small tv and should not have been difficult fir a professional to move.This is also the first time they mentioned a contract clause regarding withholding payment in the resolution of a dispute. 60 cents per pound is an offensively low offer for a $350 tv weighing less than 20 lbs.Regards,
[redacted]

We are willing to handle the damage caused on this customers move.  The customer choose $.60 per pound in coverage.  We located a glass company out of state who advised they could make the piece of glass.  Unfortunately we are having difficulties getting the glass from this...

company.  We have tried to locate other glass companies but they are unable to duplicate the glass needed.  We will reach out to this glass company again to get the glass delivered or we can pay out on the piece at $.60 per pound based on the valuation coverage chosen.  We will make contact with the glass company on 11/27 and respond to this complaint with our findings.

Hello,I can forward copies of the contract as it is in an email. They never gave me a claim form so I don't have one. They were out a couple of days ago and took one of the items with them a part to a lamp and will mail me the replacement part. They took the ruin desk chair with them tontrash but took a copy of the receipt of the replacement chair I bought for 179. They repaired and repainted the walls damaged and they look good, they also finished unwrapping the furniture they hadn't done. So now I am waiting on the replacement glass and wood top to a table (they took with them on moving day) a check reimbursing me for $100 towards the replacement cost of chair and the part they are to mail to me for my lamp. I also want $50 towards the cost of me cleaning and removing all the trash they left at the house I moved from as well as the gas expense of having someone bring me all the things they left behind.so as you can see we are making progress, and hopefully with your continued watch it will all be resolved soon!thank you so much for getting involved without your help they would have never contacted me again[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]---I was told the light fixture pieces were delivered today, which is the last open itemthank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did not request a copy of the ROL so I don't know why the business sent this.  This document doesn't cover the issue of missing items.  I am missing 2 glass shelves to a china cabinet.  I believe they were never put into the storage unit and thus were not there for the 2nd move when all my furniture was moved out of the storage unit.  I am very disappointed in the response and actions of Two Men and a Truck.
Regards,
[redacted]

To whom it may concern,We disagree with the description of events and timing laid out here.  Our crews acted in accordance with the stated policy each customer is made aware of when scheduling the move.  We understand that it can be very frustrating when things don't go according to plan...

or schedule, but we have an obligation to protect every customer from possible contamination from the previous customer which we take very seriously.  We apologize for the inconvenience this caused, but blaming that inconvenience on us is not fair.  We accommodated the customer to the best of our ability when an adjustment to the scheduled time became necessary and the move was recently completed with no problems.We would like to invite the customer to contact our office once again if she would like to further discuss what evidence led to our decision to reschedule the move.  At this time we are not willing to refund the full cost of the move as requested.

Hello,I am waiting on one final item - replacement if the lamp part and I was told today they would be mailed to me in the next few days - hopefully that happens and J have them by the end of next week. Once those are received everything else has been resolved.thank you,[redacted]

We're sorry your recent move with our Two Men and A Truck office in White Oak did not live up to your expectations. We have reviewed your paperwork(attached here) and there is a signed release form for the damaged items in question which acknowledges by your signature that the items were...

damaged before we took possession of them. We appreciate that you chose Two Men and A Truck for your move and we want to be certain any concerns you have are properly addressed. If you would like to reach out for further discussions, we can be reached at (513) [redacted] or by email at [redacted]. We appreciate your feedback and look forward to hearing from you.

We have
been in contact with [redacted] and made a settlement offer totaling $1649, which she has rejected.   The details
of our efforts to close out the various claims made are as follows.  We
sent a master carpenter to [redacted] residence in [redacted] at the end of
September.  [redacted], along with our office, received the estimate for
repairs from the carpenter and we agreed to pay for all repairs.  [redacted]
[redacted] was not happy with the service being provided by the vendor and
agreed to accept a cash payment of $850.00 in lieu of the repairs being
completed and she shared her intent to hire her own vendor.  In
addition to the furniture damage, a toaster oven and two Sony Stereo speakers
were claimed as damaged during transit.  We honored those
claims and unfortunately those items cannot be repaired.  We asked
[redacted] to provide receipts to help establish the value of the items in
question and she was unable or unwilling to do so which meant we had to
determine the replacement value of the items in question to the best of our
ability.  Unfortunately, the retail establishments from which we
needed to obtain receipts were not cooperative and it took many attempts
to finally obtain the needed documentation.  Based on the documentation we
obtained, the replacement cost of the toaster oven is $250.00, the
replacement cost of the two speakers is $499.00 + taxes.
 
[redacted]
[redacted] is now declining our offer stating that we are obligated to
replace her damaged goods with new since she purchased replacement level
valuation.  However, [redacted] acknowledged with her signature on our
paperwork, which we've attached, that we reserve the right to repair damaged
property if possible.  In this case repair is possible for all items
except the speakers and toaster oven and [redacted]'s demand
that we purchase new items has no contractual basis.

Tell us why here...I have attached the paperwork for the move in question.  [redacted] is the daughter of [redacted] who is technically our customer.   The customer signed the revision of estimate agreeing that the move was going longer then estimated based on additional items being...

moved etc.  The customer is also claiming we are not taking care of the damages that occurred on this move.   The items that were "damaged" are listed on the previous damage report meaning these items were found to have had damage prior to us moving them and signed off by [redacted].   The customer has been made aware of the denial of these pieces.  We will be happy to review any damages not listed on the previous damage report.  The damages being claimed by the customer were previously damaged and not the responsibility of Two Men and a Truck to repair.

Mrs. [redacted] moved with our company on Friday July 21st.  We received her damage report the next morning and called her to discuss the damaged table top and the television that are listed on the claim.  That was when we were notified that a chair was also “destroyed” in the...

move so we set up an appointment with her for Monday July 24th between 3 & 4 pm to come look at the chair and remove the wrap left on the sofa. We have started handling the repairs to Mrs. [redacted]'s items.  The table top is in the shop being repaired.  The glass has been ordered and we are waiting for it to be finished so we can return it to her as quickly as possible.  Unfortunately, our operations manager got called out unexpectedly to assist one of our moving crews with an oversized piece of furniture at the time we were scheduled to look at the damages chairs.  We have apologized for missing the appointment and attempted to reschedule but Mrs. [redacted] refused.   As stated in the valuation agreement Mrs. [redacted] signed, we do reserve the right to repair to original condition prior to replacing a damaged item.  In an effort to speed things along we are going to skip the inspection step of our damage claim process and send our repair vendor, Mike K[redacted], straight to Mrs. [redacted] to repair both claimed damaged chairs.  Our men left stretch wrap on the sofa as a courtesy to help keep it protected because she was storing it in the basement.  We apologized for that misunderstanding and will have our repair vendor remove that for her while he is repairing the chairs.   Mrs. [redacted] was asked to sign a release of liability for her television since it was not packed in its original box, which is our policy.  Because of the signed release of liability (see attached) we are not responsible for replacing the television.  Mrs. [redacted] also had a lot of items that were not stackable which our assistant operations manager noted during a visit to the load location.  We offered to make a second trip to get the remaining items which couldn't be stacked, but Mrs. [redacted] did not want to pay for the second trip.  Mrs. [redacted] signed our paperwork at the conclusion of the move indicating that all items requested were loaded onto the truck and service was completed to her satisfaction.  We would have certainly been willing to go back and get the remaining items at the time of her move.

Dear
Mr. Pang,
          I apologize for the
experience you had with your recent move, but appreciate your feedback. 
We at Two Men And A Truck are always disappointed when a customer is less than
completely satisfied with our...

service.
        While reviewing your damage claim we
found that you elected to release your household goods at a value not to exceed
60 cents per pound; hence our maximum liability has been determined based on
that selection:
        Dining Room Table – average weight
of dining room table is 250 pounds @ 60 cents per pound or $150.00
        We realize that this is considerably
less than the amount you claimed, but in accordance with the level of valuation
that you selected for your shipment and the regulations that govern our
industry; we are prohibited from paying any sum in excess of our legal
liability, which in this instance has been established at 60 cents per pound
per article.  We sent our repair vendor to your residence in an attempt to
determine if a cost effective repair was possible, but as he shared with you
this is unfortunately not the case, so we must revert to a cash settlement
dictated by your valuation choice.
        We regret that our service was such
that you found it necessary to file a claim, but trust that you understand the
legal basis for the settlement offer we made.  If you had chosen to
declare a higher valuation for your household goods and paid the necessary fees
to secure that coverage you would have been entitled to a larger settlement.
Sincerely,
Adam L.

Thank you for bringing this to our attention.  I was able to pull the sales order and you did sign the release of liability that we are not responsible for items being loaded or unloaded into storage.  The property in question was out of our care custody and control from July 2015 to April...

2016 therefore we would not be responsible for damaged or missing items.  I do apologize that the staff did not return your calls.  Unfortunately, we will not be able to reimburse for the missing glass.  We do appreciate your business and thank you for choosing Two Men and a Truck