Lightner & Lightner, Inc.

On March 25th, this concern had been addressed with the customer by confirming the $100 refund was acceptable. The customers account has been credited for $100. We apologize for any delay in this matter. Please let us know if you have any further questions.
Thank you
[redacted]
General...

Manager
TWO MEN AND A TRUCK

Review: Two Men and A Truck moved me on Friday, April 17th. There were numerous issues with this move including a man walking off the job in the middle of my move & had to wait for help to arrive. Poor service. Mistreated, concerned for myself & my items due to the votility of the man who walked off the job. But the main reason I am filing this complaint is, at the end of the move, I called the manager, [redacted], who was one of the men who helped me move & knew of all the issues. They wanted to charge me for a regular move of over $600. I told him that I would not agree to that amount due to all that transformed & I would not sign the final invoice. [redacted] told me that was fine, I did not have to sign anything & that he would call me the next day to discuss. In that same coversation, I told [redacted] numerous times, do not charge my credit card for anything. [redacted] said he would not charge me until we discussed. [redacted] did not call me to discuss the next day being Saturday, April 18, or Monday, April 20, or on Tuesday, April 21. At 11:50am, Tuesday, April 21, I checked my account online, $625.30 was taken out from Two Men and A Truck. Plus I recieved a $5 overdraft fee. At noon the same day, I called [redacted], he said he told the accounting department not to charge me and not sure why they did. I told him that money must be put back into my account that day and he was to call me between noon - 12:30pm same day to let me know this was being done. He never called me back. At 12:30pm on Tuesday, April 21, I called their corporate office and spoke with a [redacted]. Gave her all the details to that point. She was going to contact the local office to discuss. No call back from her or [redacted] still at this point. 1 hour later same day, I get a call from [redacted] a manager from the local office. He was aware of all that transpired. I told him he took money from my account with no authorizaton from me. He said "we should not have done that, we were wrong". Again, I repeated to him that money needed to be put back into my account that day. He would not address that issue with me. Kept telling me, I owed it. I told him again to put that money back in my account first & then I would discuss with him a price. I then called my credit union & filed a dispute. I spoke with [redacted] at [redacted] in Madison, WI. They have the dispute paperwork. I spoke with her that same afternoon after speaking with [redacted] and told her the issue. [redacted] was going to call both [redacted] & [redacted] then. She called back to tell me she could not reach them and left a message for them to contact her. It is now 1:45pm on Wednesday, April 22 and I have not heard back from the corporate office, the local office ([redacted] or [redacted]), nothing from my credit union. This was an unauthorized charge, I did not sign any paperwork, the manager [redacted] told me as well as the other 5 men on the job not to have me sign anything. [redacted] was also told not to charge my card, he told me that would not happen. [redacted] told me he would contact me, he never did and they charged me without my knowledge or authorization.Desired Settlement: I had made a down payment to Two Men and A Truck originally before the move of $150. I feel due to everything they have done illegally, unprofessionaly, unethically that I really should be clear of any further charges. However, I am an honest person and would agree to an additional $250. Period. I also want my account credited for the $625.30 immediately.

Business

Response:

After reviewing the customer file, we mistakenly charged the customers credit card on file for the balance due. We have refunded the customer the entire balance due of $625.30 and will contact her to discuss a resolution and payment plan. Over 90% of our customers pay for their balance due using their credit card on file so this was an oversight made on our part.

Please let me know if you have any further questions/concerns.

Thank you,

Review: March 18th (est.)

I was advised that [redacted] would get back to me regarding the current status of my situation regarding the usage of their services. He asked what would satisfy me and I advised that $100.00 off would be perfect.

[redacted] and [redacted] have yet to contact me and I have emailed and left voicemail messages.

3/23 email from [redacted] requesting more funds, I advised [redacted] was looking into getting my a satisfaction refund.

Communication is key. I would like a professional conversation before any further action is taken with my account.

If a verbal agreement was not made between [redacted] and I that he would look into providing my refund request, I would not be on this site right now.Desired Settlement: Refund of $100.00

Business

Response:

On March 25th, this concern had been addressed with the customer by confirming the $100 refund was acceptable. The customers account has been credited for $100. We apologize for any delay in this matter. Please let us know if you have any further questions.

Thank you

General Manager

TWO MEN AND A TRUCK

Review: I paid for moving services with Two Men and a Truck and they have damaged my belongings of which include furniture, appliances, and the inside of my new home. The move occurred on 5/8/2015 and it has been a struggle to get them to respond/acknowledge the damage and then act on it. I have left multiple voicemails and emails. They initially told me that the damage would be taken care of immediately and a paid contractor would be coming out to my residence. The following day they stated they themselves --which includes the store manager-- was going to come to my residence to assess the damage themselves as it was labeled "excessive". Then one day before this appointment-- they accused me of not paying for the move and they weren't going to proceed until I paid for the moving services---this was not true and they then apologized for their "internal problems". They came to my residence on 6/3/2015 and informed me that my appliances (refrigerator and stove) that were damaged can not be repaired and that I could decide if I would like them to replace the doors or receive a cash settlement and regarding the major furniture that was damaged (3 bedroom wardrobe armoires) they stated they would contact the manufacturer/company to inquire about parts to repair it and have their paid contractor assess it as well. It took another week for their contractor to come. While they did hire a paid contractor to come and fix the minor damage this did not occur until 6/10/2015 and he was unprepared to accomplish the repairs when he came to my residence and returned one week later on 6/16/2015 however again this was only to repair minor damage and they have yet to fix the major and more costly damage. Since then I received a phone call from Two Men and a Truck telling me that the contractor stated my furniture was not repairable and the company it was purchased from does not sell the parts. He also offered me a mere $100 for the dents and scratches to my refrigerator and stove appliances along with an offer to replace the handles for each of the appliances as well as the water/ice drip tray that was broken off.

I contacted the manufacturer/company for the wardrobe armoires and discovered the parts are available and quite easily accessible on their website. Additionally I contacted the manufacturer/company for my appliances (stove and refrigerator) and found out the total cost for all the doors, handles and drip tray would be around $1700. I then emailed Two Men and a Truck with this information and my confusion as to why they stated the furniture is not repairable and my dissatisfaction of the mere offer for my damaged appliances in light of the information I obtained and shared this with them. It is not almost 2 months since my move and it is unacceptable what this company has done and continues to do to me. I want this resolved immediately.Desired Settlement: I want this resolved immediately.

Business

Response:

There were multiple damages on her move. Two members of our management team went to her home to view the damages. After that meeting we coordinated a vendor to go in and begin the repairs. There are a couple of outstanding damages that our claims manager is working to get resolved (Refrigerator, stove and a couple of dresser/wardrobes). We have ordered the necessary hardware for the stove and refrigerator and will be coordinating a time to have it installed. We are also in the process of trying to set up another appointment with the customer so we can confirm the exact pieces needed to repair the dresser/wardrobes. We are working to get these issues resolved as soon as we can. Progress is being made and we are near completion.

Please let me know if you have any additional questions/concerns.

Thank you

Consumer

Response:

Review: 1)Movers were late, called to state they would be a "little" late, then called 20 minutes later to ask if I was going to need wardrobe boxes which I was advised WOULD BE delivered as part of the moving package. Arrived a half hour to an hour and a half late. Move arranged for arrival at 8 a.m.- 9 a.m. Movers arrived at 9:30 a.m.

2)Movers both stated they felt the move time had been overestimated and said they had to go out "to talk over" how they were going to do the move. I believe the decision made was to slow the process in any way possible.

3)The movers ONLY worked together to move two dressers. Otherwise, they worked separately, absent singly 15-30 minutes between times removing furniture or boxes.

4)One mover was on his phone texting from the time I met them and throughout the move, spending long periods of time texting in the back of the truck. I was able to see this from an upper window.

5)I was asked to assist one of the movers with wrapping the dressers and also with removing a heavy mirror from one dresser.

6)The mover refused to take a heavy potted plant saying they were unable to transport it. I was not advised ahead of time this could not be done.

7)One mover talked at least 4 times about the tips he gets and how he "lives on" his tips.

8)It took one mover an hour to reattach the mirror on the dresser at the new location. I have seen that mirror put on and off MANY times in less than 5 minutes. He told me "not to worry" about the time it was taking him as they would"knock the time off" the final bill. This WAS NOT done. When I inquired where the other mover was, I was told he is in the truck "doing the bill." That took 45 minutes at a minimum. It was unclear whether the guy putting the mirror on clearly had no idea how to use tools or whether it was a stall tactic.

9)The bed was not put together properly and I was unable to fix it myself. It was left loosely put together and made noise every time I moved. Two weeks after the move my son came from greater than an hour away and fixed it.

10)The motto at Two Men and a Truck is "Movers who care." I beg to differ. They do not stand behind their service.

11)I called to complain, given the poor service and movers who were clearly "dragging their feet" and requested partial recoupment of the amount I had to pay. I was told by Ian it would need to go to the management team and he would get back to me. After a week, and no response, I attempted again to reach him. I was told by Ryan he would call in a few minutes, he was on the line with another customer. It was a DAY later before he returned my call. He advised, because the amount I paid was" under the estimate", they could not refund any money.

12)I feel I was completely "scammed" by this business after the initial call I made to set up my move. I feel they completely TOOK ADVANTAGE of a single woman who, upon signing the contract, was completely at their mercy. Shame on Two Men and a Truck.Desired Settlement: I would like to be reimbursed for 2 hours of service or $268.00. This job could have been EASILY done in 3 hours versus the 5 hours I was forced to pay.

Business

Response:

I will submit a formal response on Monday, Jun 23rd. I was out of the office when this complaint was received via email and apologize for the delay. Please call me at ###-###-#### with any questions.

Thank you

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: This move was not satisfactory from the beginning, despite a prior excellent experience.

1. Movers were inexperienced.

2. Cost was more than estimate and though I have a document I signed saying the estimate was going to be more and supposedly submitted to me prior to move, it was not delivered until the END of the move.

3. Mattress was damaged in the move - I was not offered an opportunity to purchase mattress protection, nor was the mattress protected with pads prior to it being loaded into the truck. It is now embedded with dirt along one side of the mattress. The company sent a repair person who told me "I'm a furniture restorer, don't really work on mattresses, but I have a rug cleaner that works on upholstery sometimes." He sprayed the chemical on the bed, it yellowed the mattress (The Sleep Number site states specifically not to use chemical cleaners). He left without repairing the mattress.

4. The company called, and I relayed the disatisfaction with the move and the cleaner and was told "we will make the mattress right for you." I was asked to get a replacement cost. The replacement cost from Sleep Number was quoted at $665 plus $20 shipping. [redacted] said they would round that up to $700.

5. Two days later I was called by [redacted] and told I had two options: Keep the mattress and they would give me $300 or buy a new mattress and they would give me $350. I asked why they weren't making me whole, he said they ran an algorithm that said that was the value of the mattress, much like a new car that would get hit when I drive it off the lot. (The difference being that I would have caused the damage in my own car accident - at least partially - and in this case I was totally unresponsible for the damage caused that was out of my control and possession). I asked why I was not given the option to purchase additional insurance to cover their damage and [redacted] said 'we don't offer that."

I won't go into details about the unprofessional business practices, or why a smaller move than originally quoted resulted in almost 3 hours longer (inexperience played a large part) move but do have additional documentation on this if needed.

I fail to see why their mistake should cause me to have a damaged mattress or to have to cost me an additional $350 out of my pocket.Desired Settlement: I would like to be made whole - either the entire cost of the mattress be given to me or they call and order a replacement mattress from Sleep Number to replace my damaged mattress.

Business

Response:

I apologize for the delay and thank you for the extension which was needed to address additional concerns that the customer brought to our attention AFTER receiving the letter from Revdex.com.

Please call/email with any questions.

Thank you, [redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.