Two Marines Moving Reviews (%countItem)
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Two Marines Moving Rating
Description: Movers
Address: 6308 Gravel Avenue Suite A, Franconia, Virginia, United States, 22310
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+1 (703) 823-1756 |
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In November 2018, I contracted with Two Marines Moving to move me out of my apartment and put my furniture into their storage facility while my new home was being renovated. When the two movers arrived, they were not prepared and did not bring the right tools to disassemble my furniture. As a result, they stripped the screws to the legs on a $4000 sofa and when they couldn't remove the legs, they attempted to ram the sofa through the door, which caused further damage to the sofa. When I contacted the company to discuss my dissatisfaction, I was told they would do everything to take care of it and make it right. However, I could not file a claim because my furniture was in their possession and they said I needed to wait until was delivered in case other items were damaged. In light of the damage that the movers admitted to that day, I was still charged full price for the move-out and no credit or refund was given despite the damage that occurred in my presence with the sofa.
Last week, after almost six months, I scheduled to have my furniture delivered to my new home. Of course, the company again demanded their money up front with no consideration or regard for my previous experience. Reluctantly I agreed and paid the delivery charge. Unfortunately, moving day is a day I will never forget. As my furniture was being carried into my new home, I could hear and witness the movers hitting the door frames and walls, which caused significant damage to my freshly painted and renovated home. As my furniture was placed in the respective rooms, I discovered extensive damage to at least six pieces of furniture with a value of more than $10000. In response, I immediately contacted the company and asked to speak with someone in management to express my frustration. Once again, I was told that I needed to go through the claims process and they would make it right.
As of today, after calling several times a day and sending a countless number of e-mails with pictures, the company has done NOTHING!
Or March 27, *** conducted a move for me from *** to *** When they arrive at the new home in *** back there large truck into my very long driveway but in the process drove into the newly installed side and left a 7 foot deep and a 15 foot long hole in the sod when he accidentally drove into the yard. I filed a claim with *** to get it fixed. The claims department and ask for an estimate from a long care company. I called a lawn care company and got an estimate which was about $800. I had planned to do the work myself with the money. However, *** declined to pay me for the damage and instead told me to get a company to do the work and they would reimburse me. I have asked him repeatedly on a number of occasions to pay me directly since I am the owner of the property. *** has declined to pay me. I paid *** well over $1600 to conduct the move – I hired a professional moving company because I want the job done right and I knew they were insured. I told him that this is unacceptable in that I will like payment for the damage immediately.
I hired this company because I useto work here many years ago. I guess my old boss / the owner, Nick, doesn't care so much anymore after they expanded the company. I contacted them 4 times in regards to damages and never heard back. the biggest damage is my new wooden floors on a new construction home that has scratches all over. I am disputing the charge with my credit card company and notified two marines. they still didn't respond. Eventually they did, and I thought I'd give them a second chance.
After failing to address the initial claim, I clearly stated that I wanted an estimate to be done at the minimum no later than today, 22 DEC 17.
As veterans, we all learned about time, condition, and standard. We know how important time hacks are, there should have been a primary, alternate, contingency, and emergency plan to have this done after giving Two Marines a second chance to make this right. If I had least been called to schedule an estimate, I may have provided an extension but that was not even done. Furthermore, I am less than a 5 minute drive from the office in Alexandria, so a representative could have easily taken 15 minutes of the day to assess the damage.
When two marines shared a garage space with a small auto shop while renting uhauls, Nick had us working on the holidays all the time. I have received an independent estimate that came to be about $4000. We purchased a brand new home, with all new wood floors. Thus, I expect the floors to be fully replaced.
There's a saying popular saying "Fool me once, shame on you. Fool me twice, shame on me. "
I will dispute all charges with my credit card company, and provide TMM an invoice on difference of costs for repairs.
Two Marines Moving entered into an agreement to load, store, and deliver the customer’s goods beginning November 15, 2017 and ending December 3, 2017. The scope of work, pricing, and dates were agreed upon and solidified when the customer authorized $400.00 to be charged as pre-paid booking fees for the service dates. That initial fee was successfully charged on October 20, 2017. All work was performed as agreed upon and applicable charges (authorized by the customer) collected:November 15, 2017: Loading of goods into storage vaults - $863.00 collected (less $200 booking fee).November 15, 2017: One month of storage - $233.15 collected.December 03, 2017: Delivery of goods into new home - $635.14 collected (less $200 booking fee).Documentation for those dates and charges are attached for review.The first record of contact (and indication of a problem) following delivery of the goods on December 3, 2017 was an email sent to the [email protected] account December 11, 2017 in which the customer said he was following up after submission of a damage claim. When no immediate reply came, the customer posted a negative social media review on December 13, 2017. Two Marines Moving replied to the social media review, called, emailed, and established ongoing communication with the customer on December 15, 2017. In an email dated December 16, 2017 the customer stated that he wanted an estimate for the wood floors done by December 19, 2017 and if that didn’t happen he would initiate the credit card dispute. No estimate was able to be arranged by TMM though contact with the customer was maintained and a visit to assess the situation on December 28, 2017 was ultimately conducted. A credit card dispute (for all charges - prepaid booking fees, loading, storage, and delivery) was initiated along with a Revdex.com complaint prior to the on-site visit.The customer states that four attempts to contact TMM were made following delivery of his goods and that no response ever came. Following completion of his delivery, the customer says he first attempted contact by submitting a damage claim via the Two Marines Moving website as instructed by the on-site TMM employee. No formal damage claim was then, or has ever been, received despite subsequent instructions on how to do so. TMM has never experienced customers having issues submitting damage claims so this is a significant anomaly if accurate. Additionally, this customer was contacted on the TMM customer service phone prior to all scheduled service and as a former employee has knowledge of internal means of communication (dispatch email and phone number) yet chose to exercise none of those options. Moving companies must comply with state and federal regulations (for interstate moves) when damage occurs; a process that is initiated by a customer submitted official damage claim. When an official claim is submitted, there is a specific timeline that must be met in order for a moving company to remain compliant. For the state of Virginia, the customer has 30 days from the date of the move to submit an official claim. The moving company then has 30 days from that submission to acknowledge the claim and an additional 120 days to pay, decline, or make a firm settlement offer. Given the date of the delivery was December 3, 2017, and that unofficial notice of a claim (no official claim has ever been received) was acknowledged on December 15, 2017, none of those timelines have been met or exceeded. Two Marines Moving performed all contracted services and established continuous communication with the customer within contractual timelines. TMM is actively addressing the damage claim and remains willing to work with this customer.
Two Marines Moving (TMM) strives to provide a stellar experience for all customers, to include the damage claims process, and regrets that this customer's expectations were not met. TMM also acknowledges that more timely communication may have diminished the expectation gap.
The customer's concerns of inaction and misrepresentation are a matter of misunderstanding and have been addressed in previous complaint responses. We apologize to the customer that we were unable to more clearly explain the process in context to their unique situation.
Lastly, Two Marines Moving appreciates all feedback, whether positive or negative, as it either reinforces procedures or affords the opportunity for reflection and growth. So thank you to this customer for outlining their experience; we will review, learn, and adapt.
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Like many others that were burned before me, DO NOT USE THESE GUYS! they are severely OVERPRICED and have a LACK of consideration for your time or money! As a fellow vet, I too thought to help out the Vet community. This decision financially burned my family. The quotes are ridiculous, but we STILL chose this company. When we called them on the fact that they charged 3 TIMES the amounts EVERY DAY of the move -- not to mention that they move with NO SENSE OF URGENCY and there was more broken stuff than I've had in the last 25 years of moving-- there was NO return phone calls nor basic customer service. This place is a scam and I will be reporting them to the Revdex.com for failure to abide by simple laws (ie 110% law for a non binding move) and even to follow up after all attempts at contacting them. A local move should NOT cost as much as an international move! Such a disappointment!!!!