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Elsie's Reviews (3)

I've talked to my crew that was on this job several times on the day of the move and I spoke to them each individually the day after and all of their stories are the same. When my crew was moving Mr. [redacted] one of the  put a dime sized hole in the wall by accident. Mr. [redacted] immediately...

began to berate my employee and did so for the next several minutes. This is a quote from my lead on the job, "I've never seen a customer react or treat someone on one of my crews in that manner." In order to diffuse the situation, the crew lead put that employee in charge of loading up the truck to keep him away from the customer who continued to rag him. Mr. [redacted] did not see this employee for 80% of the move because he was busy sweating on the back of our truck in the heat of the day loading up his goods to be transported. We have made several attempts to get ahold of Mr. [redacted] to get payment. We have left messages every time we have called and we have received no call backs or messages. Our hours are from 7am-5pm and we can easily be reached at this time. We take exception when a customer allows our crews to work all day and decides at the end of the job that they don't want to pay for the services rendered. It is our opinion that Mr. [redacted] owes us the total balance of $[redacted].

11pt; font-family: Calibri, sans-serif;">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. 
Operations Manager
Two Men And A Truck
“Movers Who Care”

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.

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