Dear Revdex.com, We moved Mr [redacted] on 9/19/ His move was scheduled for the afternoon, and on afternoon moves we cannot guarantee an absolute afternoon start time This is explained to all of our customers who book with us who have afternoon moves [redacted] ***, our General Manager, was the first person to meet Mr [redacted] at the storage unit to begin the move around 2:30pm followed by the rest of the crew around 3:00pm Mr [redacted] had minor damages which were recorded and honored from his move on 9/19/ These damages would have been resolved much faster if Mr [redacted] was able to work with us establishing a time during our business hours(7am-5pm)He was unable to do so, so we were limited to Saturdays and weekdays after 5pm All of the times we went to Mr***’s residence were after 5pm during the weekday or on a Saturday [redacted] and I(***) went to his residence on 10/16/at 5pm to pick up the leather furniture to have it repaired While Mr [redacted] and I were discussing the process of the repairs, I brought up his reply card he left with us regarding his moving experience on 9/19/ On the reply card, he stated that the guys were four hours late, his damages had not been repaired and that TMT lost two items When in fact [redacted] had already repaired one of his wood items that was scratched which left the remaining leather sofa to be repaired I explained there is no concrete afternoon move time like there is in the morning Lastly, Mr [redacted] and I had a telephone conversation about the two items that were lost prior to us meeting on 10/16/and he advised he was unsure where they could have gone He did a final walk through and checked our trucks and the items were not there As an internal procedure, which I explained to Mr***, I wanted to see if he would amend his previous statements about us in his reply card It was not a complaint with the company answering service, it was a reply card which is similar to a survey which we were discussing I brought the reply card with me so I could sit down and go over it with him It was far from a pressure situation On Saturday the 25th of October I called Mr [redacted] and asked if we could deliver his repaired leather furniture He stated he was out of town and could only have it delivered during the week at 5pm when he got home I advised I would need to coordinate a drop off time since my claim’s manager, [redacted] , gets off at 4pm I told him I was not in the office on Monday so it would have to be sometime after that He was never given a specific delivery date because the nature of our business is day to day and I would have to see if [redacted] would be available to drop it off with me [redacted] and I delivered his furniture and assembled it after 5pm on 10/29/ There was a spot on his wood furniture that we had to touch up as well This matter could have been resolved a lot quicker if he had worked with us on a time for piand delivery Thanks, [redacted] Operations Manager Two Men And A Truck “Movers Who Care”
Complaint: [redacted]
I am rejecting this response because:the damage caused to the machine was a result of the mishandling of the washing machine during the move which was handled by Two Men and A Truck.
Regards,
[redacted]
Ms. [redacted], Our goal at TWO MEN AND A TRUCK® is to exceed our customers’ expectations. We are truly sorry some of your items were damaged during your recent move with us. After reviewing our records, we have taken the appropriate next steps toward resolving this issue.The vendor we selected to...
handle and complete the paint job was [redacted], a professional in the field. Mr. [redacted] called and spoke to us about the condition of the paint job before he began repairing the damaged portion of the walls. Our operations manager, [redacted], was told by Ms. [redacted] that the paint job was "shoddy." Jonathan our claims manager also saw the paint job in person and said it was not in the best condition before damages occurred. Two Men And A Truck outsources [redacted], with Furniture Medic who handles almost all of our wood working repairs to handle the furniture repairs. Mr. [redacted] forgot to tell us about another piece of furniture, so we are re-sending [redacted] out to repair that piece as well as put the mirror back on the dresser with the hardware we purchased the complete that. The refrigerator was settled a few weeks back and a check has been cut and sent to Ms. [redacted]. Ms. [redacted] seems to be most frustrated with the amount of time it has taken to address all of her damages, but when we are working with multiple vendors we try out best to accommodate all schedules and work as proactively as we can. The repairs to the drywall have been completed and we offered to meet her halfway on the complete paint job, not just the damaged portion, just out of good measure. Please call our office at 601-[redacted] with additional questions or concerns.
Complaint: [redacted]
I am rejecting this response because: Most of Mr. [redacted]'s statement is untrue. I never requested my move for free although Mr. [redacted] suggested I wanted it for free when I requested a reduction in labor costs. None of my furniture was wrapped or blanketed except for my Television. ( I have attached a statement from one of my friends who witnessed the unloading of the truck and the fact that furniture was not wrapped). The statement about the elevator made by Mr. [redacted] is not accurate. One of the 3 elevators in my apartment building was reserved for the move, and the movers had the key. The men could not have taken the padding off of the furniture while waiting for the elevator as Mr. [redacted] claims, because we were moving things from the apartment to a one story residence...if they took the padding off they took it off before placing the items on the elevator and before they were loaded into the truck. I have never met or spoken with Mr. [redacted]. If he was listening in on my call with Mr. [redacted] following the move, I was never made aware of this (which is common business courtesy). I was not told that I was on speakerphone, so I imagine if Mr. [redacted] was there, he only heard Mr. [redacted]'s side of the conversation. Mr. [redacted] was not present on moving day, for the delayed delivery of my damaged furnishings, nor did he ever speak with me, I don't see how he can really speak to what happened or how the company treated me following my complaint. I have taken the time to respond to his statement in the first attachment. The second attachment is a statement from one of my friends who came to help that day and what she saw. The fact that Mr. [redacted] admits his men were not properly equipped to do the packing job(with nothing to mark box contents), makes my request to reduce labor costs by half seem reasonable. The packing was not done to professional standards. It seems unfair to expect payment in full for a job half done. Thank you for your assistance in trying to resolve this matter. [redacted]
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: as before my opinion of complete services rendered is different from theirs. I will continue to be an anti-evangelist against this company any time I find a forum to post to or party willing to listen.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Contrary to the movers alleged statement my belongings were not wrapped or blanketed. Several items edges are scratched(to which Mr. [redacted] offered to bring his marker to repair). Although the damages department made an appointment to come after hours one day, they neither showed or called to say they weren't coming. I was delayed more than an hour on 3 occasions for damage department to pick up or return "repaired items" . I was not credited $583 dollars...I was credited $196.16 . The fourth mover was not requested by me that is why I did not pay for the fourth mover and the fourth mover did not speed up the process. I asked for some additional credit on labor costs, I never said I didn't want to pay for the move. I appreciate you setting some of the record straight. I was impressed with you Mr. [redacted] and that is why I trusted you to handle my move. I found you to be a professional and I thought I could trust in your word. I think I am entitled to some additional compensation on the labor costs. I would ask you to please reconsider some additional credit for my troubles. I would like to settle this amicably as well.Sincerely,[redacted]
Regards,
[redacted]
Ms. [redacted], I apologize for not responding to this complaint myself last week. I was driving a truck to Massachusetts last week for another customer and had to relay the information via a telephone call to [redacted] our operations manager. I'm sorry if some of his responses got lost in translation. Your move did not go as smoothly as most do, and for that I apologize. In your complaints you have 2 issues, the damages, and the lack of detail on your packed boxes. Damages are an unfortunate part of our business and over the years we have had our fair share. We have gotten really good at the claims process and I feel like we handled your damage claims to the highest degree. We got both damages repaired in a timely manner and arranged for them to be dropped off at your convenience; even after our normal business hours. At the time of their delivery we received verbal confirmation that you were pleased with the repair. It was not until this complaint was filed that we were made aware of your displeasure of the repair. We are more than happy to revisit the claim, however this is not the platform to do so. If you would like, I will have my claims manager contact you to set-up an appointment during normal business hours.These damages were not a result of the items not being padded properly. Even if the items were padded perfectly, accidents like this can happen. If the items were not padded during transport, everything we moved that day would have had some sort of damage done to them. This fact combined with the statements from all 4 movers involved (whose statements were taken individually) lead me to believe that the items were protected properly. Our movers were unprepared to label the boxes on your move day. We acknowledge that they dispatched that morning without sharpies. For that reason I discounted your move by $196 dollars which you have received a discount and was done in good faith. Our price is based on an hourly rate per mover. The rate is a labor rate which was detailed in your pre-move letter. We do not charge extra for the labeling of boxes, however, the refunded amount was given as a means to help alleviate the stress that the unpacking caused you. I admit that you did not say that you wanted your move for free. You stated that you didn't think you should have to pay for the move because of these issues and my response was that we couldn't do your move for free because services were rendered and we did in fact move all of your belongings from point A to point B. We understand your frustration, however, we feel that we have taken the necessary steps to right any wrongs associated with your move. We fixed your damages, discounted the move by $196, charged for 3 men although 4 men were on your move, and the total amount we discounted ($583.50) was 40% of the final move price. We thank you for choosing our company for your moving needs and further apologize for any stress we may have caused during your move. Please feel free to contact me directly if you need any further assistance.Regards [redacted]General Manager
Complaint: [redacted]
I am rejecting this response because: they are making me the same offer as before, they would like for me to pay to have items moved that I feel we have already paid to have moved. We feel we were mislead by a representative of the company. They are willing to admit they are aware of the representative making the statements but they are not willing to honor them because they say he should've never made it. That is not my fault, I should not be punished for it. I also have no memory of telling Mrs. [redacted] I would be back in contact, I felt I made it very clear I was not happy with the terms.
Regards,
[redacted]
Ms. [redacted],$196.16 is all we will refund you for your move. If there are any damages (scratches, dings, dents, scrapes, etc.) that you would like for us to resolve, please contact our claims manager [redacted] and he will be happy to assist you. Please refer to the pre-move letter that was sent to you prior to your move for any further clarification on the damage claim process. Thank you again for choosing Two Men and a Truck.[redacted]General Manager
We moved Mr. [redacted] on 9/19/14. His move was scheduled for the afternoon, and on afternoon moves we cannot guarantee an absolute afternoon start time. This is explained to all of our customers who book with us who have afternoon moves. [redacted], our General...
Manager, was the first person to meet Mr. [redacted] at the storage unit to begin the move around 2:30pm followed by the rest of the crew around 3:00pm.
Mr. [redacted] had 2 minor damages which were recorded and honored from his move on 9/19/14. These damages would have been resolved much faster if Mr. [redacted] was able to work with us establishing a time during our normal business hours(7am-5pm). He was unable to do so, so we were limited to Saturdays and weekdays after 5pm. All of the times we went to Mr. [redacted]’s residence were after 5pm during the weekday or on a Saturday.
[redacted] and I([redacted]) went to his residence on 10/16/14 at 5pm to pick up the leather furniture to have it repaired. While Mr. [redacted] and I were discussing the process of the repairs, I brought up his reply card he left with us regarding his moving experience on 9/19/14. On the reply card, he stated that the guys were four hours late, his damages had not been repaired and that TMT lost two items. When in fact [redacted] had already repaired one of his wood items that was scratched which left the remaining leather sofa to be repaired. I explained there is no concrete afternoon move time like there is in the morning. Lastly, Mr. [redacted] and I had a telephone conversation about the two items that were lost prior to us meeting on 10/16/14 and he advised he was unsure where they could have gone. He did a final walk through and checked our trucks and the items were not there. As an internal procedure, which I explained to Mr. [redacted], I wanted to see if he would amend his previous statements about us in his reply card. It was not a complaint with the company answering service, it was a reply card which is similar to a survey which we were discussing. I brought the reply card with me so I could sit down and go over it with him. It was far from a pressure situation.
On Saturday the 25th of October I called Mr. [redacted] and asked if we could deliver his repaired leather furniture. He stated he was out of town and could only have it delivered during the week at 5pm when he got home. I advised I would need to coordinate a drop off time since my claim’s manager, [redacted], gets off at 4pm. I told him I was not in the office on Monday so it would have to be sometime after that. He was never given a specific delivery date because the nature of our business is day to day and I would have to see if [redacted] would be available to drop it off with me.
[redacted] and I delivered his furniture and assembled it after 5pm on 10/29/14. There was a spot on his wood furniture that we had to touch up as well. This matter could have been resolved a lot quicker if he had worked with us on a time for pick-up and delivery.
Thanks,
[redacted]
Operations Manager
Two Men And A Truck
“Movers Who Care”
Complaint: [redacted]
I am rejecting this response because:
The pick up time on 9/19 as arranged by phone with their office was to be 11 a.m. They told me to allow up to a one hour window. When [redacted] sent me a pre-move letter with afternoon start window, and $[redacted] travel charge for a move of less than two miles I told her to cancel because I needed the earlier time we had agreed to and $[redacted] travel charge was too much for a small amount of furniture to be driven 2 miles. She said that was a mistake and that we had an 11 oclock time no later than 12.
It is interesting that they say their hours are 7-5 since they always told me 8-5. I could Have been at my house to meet them at 7 as long I could leave by 730 on any week day. Their website says 7-530...if so I don't know why they thought coming at 5 for a 5-10 minute job that they created was so sacrificial.
Also [redacted] on two occasions said he would come and did not show up. [redacted] came on a Saturday morning and partially repaired a scuffed chest, but he did not bring the tools for the sofa, thus necessitating coming back for it at a later date. Two Men and a Truck each time I called their office to check on when they were coming would put me on hold, and annoyingly while on hold their ad would play which says that they always show up on time. also on the 19th of September they were late supposedly because of a break down on the truck (A lift I believe). In the event they are going to be late they should call the customer and inform them. It took me probably close to an hour to get an answer from their office as to when to expect them after I called to inquire when they were coming since they were late and I had not heard from them. They act as if they did me a great favor by coming at 5....but if they had done the job right to begin with there would have been no need to return at all. They did lose a bag of items....bike shorts, two jerseys that were gifts from family members, and socks. Strangely [redacted] tried to argue that since their were no items left on the trucks after unloading on the 19th, this meant they didn't lose them. Leaving them at the storage facility as they hurried could certainly be the cause.
Ms. [redacted] expressed that everything went great on her move during the in progress phone call, as well as the post move call (the day following her move). We did notate that two pieces of papered chef cookware (a loaf pan and pizza stone) were broken, one piece of mustard seed pottery, and one...
serving bowl was broken. We noted "all in all the move was great and they did a great job!" Customer is not upset. She did pack herself, and still said the guys did a great job. Since these items were packed by the customer and there was no visable damage to the boxes, we are not held liable for these damages. It is stated in our Pre-Move letter that is sent to the customer via email as well as given a copy before the move begins. (Please see below)Although our movers are as careful as possible, from time to time damages may occur. I understand the damages in question were contents inside of boxes, which we did not pack. If you choose to pack your own belongings please consider the following:-Pack everything in boxes - do not use paper or plastic bags.-Shut and seal the top and bottom of all boxes using packing tape.-Clearly mark the destination of each box.Note: TWO MEN AND A TRUCK® is not responsible for damaged items not professionally packed by our team. The statement above is written our in our Pre-Move Letter. Our Operations Team assessed the damages and the boxes were not destroyed or visibly damaged. Please contact our local office if you have further questions or concerns. Thanks.
Dear Revdex.com, We moved Mr [redacted] on 9/19/ His move was scheduled for the afternoon, and on afternoon moves we cannot guarantee an absolute afternoon start time This is explained to all of our customers who book with us who have afternoon moves [redacted] ***, our General Manager, was the first person to meet Mr [redacted] at the storage unit to begin the move around 2:30pm followed by the rest of the crew around 3:00pm Mr [redacted] had minor damages which were recorded and honored from his move on 9/19/ These damages would have been resolved much faster if Mr [redacted] was able to work with us establishing a time during our business hours(7am-5pm)He was unable to do so, so we were limited to Saturdays and weekdays after 5pm All of the times we went to Mr***’s residence were after 5pm during the weekday or on a Saturday [redacted] and I(***) went to his residence on 10/16/at 5pm to pick up the leather furniture to have it repaired While Mr [redacted] and I were discussing the process of the repairs, I brought up his reply card he left with us regarding his moving experience on 9/19/ On the reply card, he stated that the guys were four hours late, his damages had not been repaired and that TMT lost two items When in fact [redacted] had already repaired one of his wood items that was scratched which left the remaining leather sofa to be repaired I explained there is no concrete afternoon move time like there is in the morning Lastly, Mr [redacted] and I had a telephone conversation about the two items that were lost prior to us meeting on 10/16/and he advised he was unsure where they could have gone He did a final walk through and checked our trucks and the items were not there As an internal procedure, which I explained to Mr***, I wanted to see if he would amend his previous statements about us in his reply card It was not a complaint with the company answering service, it was a reply card which is similar to a survey which we were discussing I brought the reply card with me so I could sit down and go over it with him It was far from a pressure situation On Saturday the 25th of October I called Mr [redacted] and asked if we could deliver his repaired leather furniture He stated he was out of town and could only have it delivered during the week at 5pm when he got home I advised I would need to coordinate a drop off time since my claim’s manager, [redacted] , gets off at 4pm I told him I was not in the office on Monday so it would have to be sometime after that He was never given a specific delivery date because the nature of our business is day to day and I would have to see if [redacted] would be available to drop it off with me [redacted] and I delivered his furniture and assembled it after 5pm on 10/29/ There was a spot on his wood furniture that we had to touch up as well This matter could have been resolved a lot quicker if he had worked with us on a time for piand delivery Thanks, [redacted] Operations Manager Two Men And A Truck “Movers Who Care”
Complaint: [redacted]
I am rejecting this response because:the damage caused to the machine was a result of the mishandling of the washing machine during the move which was handled by Two Men and A Truck.
Regards,
[redacted]
Ms. [redacted], Our goal at TWO MEN AND A TRUCK® is to exceed our customers’ expectations. We are truly sorry some of your items were damaged during your recent move with us. After reviewing our records, we have taken the appropriate next steps toward resolving this issue.The vendor we selected to...
handle and complete the paint job was [redacted], a professional in the field. Mr. [redacted] called and spoke to us about the condition of the paint job before he began repairing the damaged portion of the walls. Our operations manager, [redacted], was told by Ms. [redacted] that the paint job was "shoddy." Jonathan our claims manager also saw the paint job in person and said it was not in the best condition before damages occurred. Two Men And A Truck outsources [redacted], with Furniture Medic who handles almost all of our wood working repairs to handle the furniture repairs. Mr. [redacted] forgot to tell us about another piece of furniture, so we are re-sending [redacted] out to repair that piece as well as put the mirror back on the dresser with the hardware we purchased the complete that. The refrigerator was settled a few weeks back and a check has been cut and sent to Ms. [redacted]. Ms. [redacted] seems to be most frustrated with the amount of time it has taken to address all of her damages, but when we are working with multiple vendors we try out best to accommodate all schedules and work as proactively as we can. The repairs to the drywall have been completed and we offered to meet her halfway on the complete paint job, not just the damaged portion, just out of good measure. Please call our office at 601-[redacted] with additional questions or concerns.
Complaint: [redacted]
I am rejecting this response because: Most of Mr. [redacted]'s statement is untrue. I never requested my move for free although Mr. [redacted] suggested I wanted it for free when I requested a reduction in labor costs. None of my furniture was wrapped or blanketed except for my Television. ( I have attached a statement from one of my friends who witnessed the unloading of the truck and the fact that furniture was not wrapped). The statement about the elevator made by Mr. [redacted] is not accurate. One of the 3 elevators in my apartment building was reserved for the move, and the movers had the key. The men could not have taken the padding off of the furniture while waiting for the elevator as Mr. [redacted] claims, because we were moving things from the apartment to a one story residence...if they took the padding off they took it off before placing the items on the elevator and before they were loaded into the truck. I have never met or spoken with Mr. [redacted]. If he was listening in on my call with Mr. [redacted] following the move, I was never made aware of this (which is common business courtesy). I was not told that I was on speakerphone, so I imagine if Mr. [redacted] was there, he only heard Mr. [redacted]'s side of the conversation. Mr. [redacted] was not present on moving day, for the delayed delivery of my damaged furnishings, nor did he ever speak with me, I don't see how he can really speak to what happened or how the company treated me following my complaint. I have taken the time to respond to his statement in the first attachment. The second attachment is a statement from one of my friends who came to help that day and what she saw. The fact that Mr. [redacted] admits his men were not properly equipped to do the packing job(with nothing to mark box contents), makes my request to reduce labor costs by half seem reasonable. The packing was not done to professional standards. It seems unfair to expect payment in full for a job half done. Thank you for your assistance in trying to resolve this matter. [redacted]
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: as before my opinion of complete services rendered is different from theirs. I will continue to be an anti-evangelist against this company any time I find a forum to post to or party willing to listen.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Contrary to the movers alleged statement my belongings were not wrapped or blanketed. Several items edges are scratched(to which Mr. [redacted] offered to bring his marker to repair). Although the damages department made an appointment to come after hours one day, they neither showed or called to say they weren't coming. I was delayed more than an hour on 3 occasions for damage department to pick up or return "repaired items" . I was not credited $583 dollars...I was credited $196.16 . The fourth mover was not requested by me that is why I did not pay for the fourth mover and the fourth mover did not speed up the process. I asked for some additional credit on labor costs, I never said I didn't want to pay for the move. I appreciate you setting some of the record straight. I was impressed with you Mr. [redacted] and that is why I trusted you to handle my move. I found you to be a professional and I thought I could trust in your word. I think I am entitled to some additional compensation on the labor costs. I would ask you to please reconsider some additional credit for my troubles. I would like to settle this amicably as well.Sincerely,[redacted]
Regards,
[redacted]
Ms. [redacted], I apologize for not responding to this complaint myself last week. I was driving a truck to Massachusetts last week for another customer and had to relay the information via a telephone call to [redacted] our operations manager. I'm sorry if some of his responses got lost in translation. Your move did not go as smoothly as most do, and for that I apologize. In your complaints you have 2 issues, the damages, and the lack of detail on your packed boxes. Damages are an unfortunate part of our business and over the years we have had our fair share. We have gotten really good at the claims process and I feel like we handled your damage claims to the highest degree. We got both damages repaired in a timely manner and arranged for them to be dropped off at your convenience; even after our normal business hours. At the time of their delivery we received verbal confirmation that you were pleased with the repair. It was not until this complaint was filed that we were made aware of your displeasure of the repair. We are more than happy to revisit the claim, however this is not the platform to do so. If you would like, I will have my claims manager contact you to set-up an appointment during normal business hours.These damages were not a result of the items not being padded properly. Even if the items were padded perfectly, accidents like this can happen. If the items were not padded during transport, everything we moved that day would have had some sort of damage done to them. This fact combined with the statements from all 4 movers involved (whose statements were taken individually) lead me to believe that the items were protected properly. Our movers were unprepared to label the boxes on your move day. We acknowledge that they dispatched that morning without sharpies. For that reason I discounted your move by $196 dollars which you have received a discount and was done in good faith. Our price is based on an hourly rate per mover. The rate is a labor rate which was detailed in your pre-move letter. We do not charge extra for the labeling of boxes, however, the refunded amount was given as a means to help alleviate the stress that the unpacking caused you. I admit that you did not say that you wanted your move for free. You stated that you didn't think you should have to pay for the move because of these issues and my response was that we couldn't do your move for free because services were rendered and we did in fact move all of your belongings from point A to point B. We understand your frustration, however, we feel that we have taken the necessary steps to right any wrongs associated with your move. We fixed your damages, discounted the move by $196, charged for 3 men although 4 men were on your move, and the total amount we discounted ($583.50) was 40% of the final move price. We thank you for choosing our company for your moving needs and further apologize for any stress we may have caused during your move. Please feel free to contact me directly if you need any further assistance.Regards [redacted]General Manager
Complaint: [redacted]
I am rejecting this response because: they are making me the same offer as before, they would like for me to pay to have items moved that I feel we have already paid to have moved. We feel we were mislead by a representative of the company. They are willing to admit they are aware of the representative making the statements but they are not willing to honor them because they say he should've never made it. That is not my fault, I should not be punished for it. I also have no memory of telling Mrs. [redacted] I would be back in contact, I felt I made it very clear I was not happy with the terms.
Regards,
[redacted]
Ms. [redacted],$196.16 is all we will refund you for your move. If there are any damages (scratches, dings, dents, scrapes, etc.) that you would like for us to resolve, please contact our claims manager [redacted] and he will be happy to assist you. Please refer to the pre-move letter that was sent to you prior to your move for any further clarification on the damage claim process. Thank you again for choosing Two Men and a Truck.[redacted]General Manager
Dear Revdex.com,
We moved Mr. [redacted] on 9/19/14. His move was scheduled for the afternoon, and on afternoon moves we cannot guarantee an absolute afternoon start time. This is explained to all of our customers who book with us who have afternoon moves. [redacted], our General...
Manager, was the first person to meet Mr. [redacted] at the storage unit to begin the move around 2:30pm followed by the rest of the crew around 3:00pm.
Mr. [redacted] had 2 minor damages which were recorded and honored from his move on 9/19/14. These damages would have been resolved much faster if Mr. [redacted] was able to work with us establishing a time during our normal business hours(7am-5pm). He was unable to do so, so we were limited to Saturdays and weekdays after 5pm. All of the times we went to Mr. [redacted]’s residence were after 5pm during the weekday or on a Saturday.
[redacted] and I([redacted]) went to his residence on 10/16/14 at 5pm to pick up the leather furniture to have it repaired. While Mr. [redacted] and I were discussing the process of the repairs, I brought up his reply card he left with us regarding his moving experience on 9/19/14. On the reply card, he stated that the guys were four hours late, his damages had not been repaired and that TMT lost two items. When in fact [redacted] had already repaired one of his wood items that was scratched which left the remaining leather sofa to be repaired. I explained there is no concrete afternoon move time like there is in the morning. Lastly, Mr. [redacted] and I had a telephone conversation about the two items that were lost prior to us meeting on 10/16/14 and he advised he was unsure where they could have gone. He did a final walk through and checked our trucks and the items were not there. As an internal procedure, which I explained to Mr. [redacted], I wanted to see if he would amend his previous statements about us in his reply card. It was not a complaint with the company answering service, it was a reply card which is similar to a survey which we were discussing. I brought the reply card with me so I could sit down and go over it with him. It was far from a pressure situation.
On Saturday the 25th of October I called Mr. [redacted] and asked if we could deliver his repaired leather furniture. He stated he was out of town and could only have it delivered during the week at 5pm when he got home. I advised I would need to coordinate a drop off time since my claim’s manager, [redacted], gets off at 4pm. I told him I was not in the office on Monday so it would have to be sometime after that. He was never given a specific delivery date because the nature of our business is day to day and I would have to see if [redacted] would be available to drop it off with me.
[redacted] and I delivered his furniture and assembled it after 5pm on 10/29/14. There was a spot on his wood furniture that we had to touch up as well. This matter could have been resolved a lot quicker if he had worked with us on a time for pick-up and delivery.
Thanks,
[redacted]
Operations Manager
Two Men And A Truck
“Movers Who Care”
Complaint: [redacted]
I am rejecting this response because:
The pick up time on 9/19 as arranged by phone with their office was to be 11 a.m. They told me to allow up to a one hour window. When [redacted] sent me a pre-move letter with afternoon start window, and $[redacted] travel charge for a move of less than two miles I told her to cancel because I needed the earlier time we had agreed to and $[redacted] travel charge was too much for a small amount of furniture to be driven 2 miles. She said that was a mistake and that we had an 11 oclock time no later than 12.
It is interesting that they say their hours are 7-5 since they always told me 8-5. I could Have been at my house to meet them at 7 as long I could leave by 730 on any week day. Their website says 7-530...if so I don't know why they thought coming at 5 for a 5-10 minute job that they created was so sacrificial.
Also [redacted] on two occasions said he would come and did not show up. [redacted] came on a Saturday morning and partially repaired a scuffed chest, but he did not bring the tools for the sofa, thus necessitating coming back for it at a later date. Two Men and a Truck each time I called their office to check on when they were coming would put me on hold, and annoyingly while on hold their ad would play which says that they always show up on time. also on the 19th of September they were late supposedly because of a break down on the truck (A lift I believe). In the event they are going to be late they should call the customer and inform them. It took me probably close to an hour to get an answer from their office as to when to expect them after I called to inquire when they were coming since they were late and I had not heard from them. They act as if they did me a great favor by coming at 5....but if they had done the job right to begin with there would have been no need to return at all. They did lose a bag of items....bike shorts, two jerseys that were gifts from family members, and socks. Strangely [redacted] tried to argue that since their were no items left on the trucks after unloading on the 19th, this meant they didn't lose them. Leaving them at the storage facility as they hurried could certainly be the cause.
Regards,
[redacted]
Ms. [redacted] expressed that everything went great on her move during the in progress phone call, as well as the post move call (the day following her move). We did notate that two pieces of papered chef cookware (a loaf pan and pizza stone) were broken, one piece of mustard seed pottery, and one...
serving bowl was broken. We noted "all in all the move was great and they did a great job!" Customer is not upset. She did pack herself, and still said the guys did a great job. Since these items were packed by the customer and there was no visable damage to the boxes, we are not held liable for these damages. It is stated in our Pre-Move letter that is sent to the customer via email as well as given a copy before the move begins. (Please see below)Although our movers are as careful as possible, from time to time damages may occur. I understand the damages in question were contents inside of boxes, which we did not pack. If you choose to pack your own belongings please consider the following:-Pack everything in boxes - do not use paper or plastic bags.-Shut and seal the top and bottom of all boxes using packing tape.-Clearly mark the destination of each box.Note: TWO MEN AND A TRUCK® is not responsible for damaged items not professionally packed by our team. The statement above is written our in our Pre-Move Letter. Our Operations Team assessed the damages and the boxes were not destroyed or visibly damaged. Please contact our local office if you have further questions or concerns. Thanks.