Two Guys Moving of San Antonio

Two Guys Moving prides itself on excellent customer service in a professional manner, We don't use equipment that damages furniture and we have the proper equipment on each truck to protect every piece of furniture we loadIt would simply be counterproductive to use dollies that damage furniture on moves and we have never had a complaint such as this after thousands of moves Our lead crew member for this particular move has many great customer reviews and several of our repeat customers ask for him each time they use our servicesOf course we are not perfect and occasionally an item does get damaged but we have professionals we use to repair damagesIn this specific case, although we don't believe we are at fault, we have made efforts to remedy the situationWe have been told by the customer that they don't want us to repair the few itemsAs well, we have offered to credit $of the total move cost of $plus a $trip fee for the distance outside of San Antonio and this was also rejected Our fee for moving an upright piano is and always has been $in addition to the hourly move feeWe had no knowledge of a piano until our crew of two men arrived at the loading address and NEVER would have said the additional cost is $since that is not our policyThe customer stated that he did not want to pay the fee and decided to load the piano himself onto his own trailerOur men only assisted with helping the customer as a courtesy and the piano chipped a stone paverBecause the piano was not part of the moving services contract, the stone paver was not coveredIf the customer had told us up front that a piano was part of the move, a third crew member would have been sentWe have never made the claim that there was a third crew member involved in this move Mr [redacted] and his wife have both been made threats against Two Guys Moving through phone calls and by emailBecause of their aggressive and abusive nature, we have realized that there is no solution to this complaintHowever, the offer of a $credit is still availableWe will continue to strive to reach our goal of 100% customer satisfaction and we will use this experience to learn from and grow as a company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and while I do not agree with certain statements made by Two Guys Moving , I find that this resolution of paid by the business is satisfactory to me Regards, [redacted]

Thank you for sending this by emailTo date this customer has paid nothing for this move that happened on July 30, When we schedule a move we require credit card informationThe credit card this customer gave us does not have any funds associated with itThe customer signed our moving services contract which states that the fee is due immediately upon completion of the delivery We have for the past two years charged $per hour with a two hour minimum so the other hourly fees this customer is claiming are just not correctWe had a two man crew performing moving services for this customer for 1/hours so the move total is $We would never agree to a move total of $for a $move as this would not even cover fuel, labor and operating expenses We understand that some customers are in a bad situation monetarily so we recommend them using our services to just move the large and heavy items and have us spend one hour to load and then one hour to unloadThen they can move the remaining items themselvesWe would never agree to these claimed reduced rates because we still have to pay our crew the same hourly rate and our operating costs are still the same, even if the customer wants to help We would never agree to let the customer assist our crew for two reasonsThe first being for the safety of the customerWe have insurance to cover injuries to our crew onlyThe second reason is that we cannot be expected to cover damages to property when the customer is also handling and loading their propertyOur movers are professionals and they do this type of work everyday and they have experience in the proper methods to protect and pack household goodsIf the customer is helping there is simply no way to determine who damaged an itemIn this case, the customer insisted on helping with four of his own people despite our concerns It was only after Two Guys Moving started to demand payment that this customer started complaining about damagesThis customer has been told that the claims process will only start once we receive in writing, either by email or standard mail, a complete list with accurate descriptions, photos and proof of damages and exactly what the customer is wanting to be doneTo date we have not received any type of claim except some very difficult to read text messagesThe customer will not accept phone calls from Two Guys MovingAs well, this is not an matter for our insuranceThe customer signed the moving services contract which states that he agrees to $per pound per itemTwo Guys Moving has cargo insurance per Texas Department of Transportation rules but this insurance is meant to cover damages during transport, not loading or unloading This matter can be resolved quicklyThe customer needs to pay us the $move charge and then send us a claim in writing for any damages that may have occurred and then those concerns will be addressed immediatelyTwo Guys Moving is willing to accept the $as a good faith effort and to have the customer agree that there will be no claim for damages and this issue is done Sincerely, [redacted] - Owner Two Guys Moving [redacted]

Complaint: ***
I am rejecting this response because:
I have not threatened anyone All I ask for is honesty and integrity I have bank transactions showing payment of $to two guys moving I refused the $refund, because it was an insult for the thousands of dollars in damage caused I was told the piano was not a problem on the phone with their representative when I ordered the move All I want in the end is for this company to be honest and apologize This is obviously not going to happen, since they continue to lieI am left with a $refund offer and a bunch of lies My goal at this point is to try and protect others
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I made this report on this business because they move my personal home items and broke over 4,worth of merchandise would not give me their insurance company in order to do I claim this has nothing to do with my business so I would hope that you would take this off my business profile on my family them to report this is fraudulent on my business since they moved my personal home
Regards,
*** ***
I was filing this report on this business because they moved my personal home and did not follow through and broke over worth of merchandise refused to give me their insurance companies phone number this has nothing to do with *** *** so I would appreciate it very much if it was taken off of my business

Two Guys Moving prides itself on excellent customer service in a professional manner, We don't use equipment that damages furniture and we have the proper equipment on each truck to protect every piece...

of furniture we load. It would simply be counterproductive to use dollies that damage furniture on moves and we have never had a complaint such as this after thousands of moves.
Our lead crew member for this particular move has many great customer reviews and several of our repeat customers ask for him each time they use our services. Of course we are not perfect and occasionally an item does get damaged but we have professionals we use to repair damages. In this specific case, although we don't believe we are at fault, we have made efforts to remedy the situation. We have been told by the customer that they don't want us to repair the few items. As well, we have offered to credit $75 of the total move cost of $180 plus a $100 trip fee for the distance outside of San Antonio and this was also rejected.
Our fee for moving an upright piano is and always has been $85 in addition to the hourly move fee. We had no knowledge of a piano until our crew of two men arrived at the loading address and NEVER would have said the additional cost is $100 since that is not our policy. The customer stated that he did not want to pay the fee and decided to load the piano himself onto his own trailer. Our men only assisted with helping the customer as a courtesy and the piano chipped a stone paver. Because the piano was not part of the moving services contract, the stone paver was not covered. If the customer had told us up front that a piano was part of the move, a third crew member would have been sent. We have never made the claim that there was a third crew member involved in this move.
Mr. [redacted] and his wife have both been made threats against Two Guys Moving through phone calls and by email. Because of their aggressive and abusive nature, we have realized that there is no solution to this complaint. However, the offer of a $75 credit is still available. We will continue to strive to reach our goal of 100% customer satisfaction and we will use this experience to learn from and grow as a company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I do not agree with certain statements made by Two Guys Moving , I find that this resolution of 75.00 paid by the business is satisfactory to me.
Regards,
[redacted]

Thank you for sending this by email. To date this customer has paid nothing for this move that happened on July 30, 2014. When we schedule a move we require credit card information. The credit card this customer gave us does not have any funds associated with it. The customer signed our moving...

services contract which states that the fee is due immediately upon completion of the delivery.
 
We have for the past two years charged $90 per hour with a two hour minimum so the other hourly fees this customer is claiming are just not correct. We had a two man crew performing moving services for this customer for 6 1/2 hours so the move total is $585. We would never agree to a move total of $260 for a $585 move as this would not even cover fuel, labor and operating expenses.
 
We understand that some customers are in a bad situation monetarily so we recommend them using our services to just move the large and heavy items and have us spend one hour to load and then one hour to unload. Then they can move the remaining items themselves. We would never agree to these claimed reduced rates because we still have to pay our crew the same hourly rate and our operating costs are still the same, even if the customer wants to help.
 
We would never agree to let the customer assist our crew for two reasons. The first being for the safety of the customer. We have insurance to cover injuries to our crew only. The second reason is that we cannot be expected to cover damages to property when the customer is also handling and loading their property. Our movers are professionals and they do this type of work everyday and they have experience in the proper methods to protect and pack household goods. If the customer is helping there is simply no way to determine who damaged an item. In this case, the customer insisted on helping with four of his own people despite our concerns.
 
It was only after Two Guys Moving started to demand payment that this customer started complaining about damages. This customer has been told that the claims process will only start once we receive in writing, either by email or standard mail, a complete list with accurate descriptions, photos and proof of damages and exactly what the customer is wanting to be done. To date we have not received any type of claim except some very difficult to read text messages. The customer will not accept phone calls from Two Guys Moving. As well, this is not an matter for our insurance. The customer signed the moving services contract which states that he agrees to $.60 per pound per item. Two Guys Moving has cargo insurance per Texas Department of Transportation rules but this insurance is meant to cover damages during transport, not loading or unloading. 
 
This matter can be resolved quickly. The customer needs to pay us the $585 move charge and then send us a claim in writing for any damages that may have occurred and then those concerns will be addressed immediately. Two Guys Moving is willing to accept the $260 as a good faith effort and to have the customer agree that there will be no claim for damages and this issue is done. 
 
Sincerely,
 
[redacted] - Owner
 
Two Guys Moving
[redacted]

Regarding these alleged damages, Two Guys Moving of San Antonio would like to clarify the facts regarding this move, When Mr. [redacted] first called and reported damages to his dishes he was very upset and demanded full compensation for the value of his...

dishes.  He was told that we don't pay per value but by weight of the item. The value for damages is $.60 per pound and is clearly listed on the moving services contract that he signed. This made him even more upset. He was told we would have to talk to our movers once they were back in our office.
Once we were able to talk to our crew, they described that the broken dishes were inside of a sealed box that was NOT packed by Two Guys Moving. This was not known by us when the customer first called. Our crew told us that the dishes were not properly wrapped in paper as evidenced by the customer opening the box at the new location. When Two Guys Moving packs dishes, we use wrapping paper around every piece of a dish set and placed inside of a proper heavy duty dish pack box. When the customer opened this box our crew members observed that the dishes were not properly wrapped and in fact, dishes were piled on top of dishes with no protection in between_
When a phone conversation was again held with Mr. [redacted], we informed him that per our pre move checklist we do not cover items inside boxes packed by others. This checklist is listed on our website which is where the vast majority of our customers find us. The reason for this policy is because a few deceitful customers have purposely placed broken items inside boxes in an. attempt to get Two Guys Moving to buy them new items. We also cannot guarantee the items were properly packed if we didn't pack it so we cannot cover those items. Mr. [redacted] became even more volatile and derogatory. He was told to file a written claim with a complete description of the items and we would work with him. To this date we have received no information on what was damaged.
it is not our goal to have unhappy customers and we make every effort to work with them even when the damages were not a result of our improper handling. To this date we have no idea of what was damaged. We have not been given a description of the items, total broken, weight, etc. If Mr. [redacted] would have been professional and courteous on the phone Enid given us a proper written claim with photographs this matter would have been settled quickly after the move. The disputed amount of $200 is clearly unreasonable. At a rate of $.60 per pound that would make the box of dishes 333 pounds! 11 A typical weight of a box of dishes is 30 pounds, As well, not every piece was broken. Without a list of items, there is no way to determine the weight.
As a good faith effort, Two Guys Moving offers Mr. [redacted] a refund of $75 on his $270 move.