Unfortunately, we have been beyond busy and having our Operations Manager/Claims Manager on vacation only made things worse My Operations Manager did send an e-mail last week and we have not received a reply I see our customer did provide a different e-mail address than the one we used below We will forward this e-mail to this address as well and call her Good morning [redacted] , Thank you for choosing TWO MEN AND A TRUCK® for your moving needsOur commitment is to continuously strive to exceed our customer’s expectationsWe truly want to apologize for the delay getting back to you and the damage that was caused during your moveI have been out of the office on vacation and I’m am going thru the piles of things needing taken care ofUnfortunately, your file was in one of those pilesI am in need of some information regarding the hutch to the deskCan you provide me with the make and model number of the item? If you cannot provide this, a picture of the item may assist meAlso, if you can provide a place of purchase, this will help determining correct compensation for the item damagedAny help you can provide will greatly assist in the expediting of your claimAnd again, I truly apologize for any delays and inconvenience this may have caused Thank You and Have a Wonderful Day [redacted] Operations Manager Proudly Serving Greater Louisville Area Louisville [0343] Chamberlain LnSte Louisville Ky Office: ###-###-#### Direct: ###-###-#### Fax: ###-###-#### www.twomencentraleastlouisville.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Two Men and A Truck apparently will not admit that they are at fault since the workers who took my items will not admit their guilt No proof No arrest No resolution
Our commitment is to continuously strive to exceed our customers' expectations. Unfortunately, sometimes this doesn't happen. It is our extremely busy summer season and our Claims Manager was on vacation. Due to a small office staff some responsibilities were not
handled in his absence. This is not excuse for not communicating to our customer regarding his reported damage and all we can do is apologize. Also, we plan to reach out to this customer today with an update and plan of action.
Thank you for your patience and for choosing Two Men and a Truck
We are sorry this customer is still dissatisfied. Our goal is to exceed customer's expectations. However, we still stand by our original response to the his initial complaint. The attached customer documents are also attached that show: 1) The Sales Order page showing actual time billed and initials on several statements including that customer read, and understood the Pre-Move Confirmation Letter and that all items were received without any physical damage. 2) The Move Execution Detail Sheet that estimates the job to be between 3-hours. 3) The Pre-Move Confirmation Letter (which is signed by customer) that states: All Damages must be reported to office within hours. 4) Previous Damage Report that lists the pieces that customer claims we damaged. This is also signed by the customer.
One of our Core Values at TWO MEN AND A TRUCK(r) is Integrity. That is to conduct oneself with honestly and fairness. I believe our team did just
Our Operations Manager has cooperated fully with this customer and the authorities. Our process is to question the team who performed MsTowns move. They have all denied taking the pieces. We have talked to the authorities who are still investigating. If it is proven that
one of our employees did in fact take any of her missing items, we will refund her for those. Our Operations Manager did leave her a message recently with the status and for her to call if she has further questions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** Almost everything they stated in that letter is and they were notified of the damages right away I work with them on a regular basis I wish they chose to ignore me the only thing I signed off on was one peas which is not even in question simple fact is they had a bunch of unqualified people that did a tremendous amount of damage but not following company procedures and I paid the price now they want to lie make stuff up and falsified documents to support their claim which are felony offenses
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the repair at the total expense of Two Men and A Truck is the resolution and would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Unfortunately, we have been beyond busy and having our Operations Manager/Claims Manager on vacation only made things worse. My Operations Manager did send an e-mail last week and we have not received a reply. I see our customer did provide a different e-mail address than the one...
we used below. We will forward this e-mail to this address as well and call her.
Good morning [redacted],
Thank you for choosing TWO MEN AND A TRUCK® for your moving needs. Our commitment is to continuously strive to exceed our customer’s expectations. We truly want to apologize for the delay getting back to you and the damage that was caused during your move. I have been out of the office on vacation and I’m am going thru the piles of things needing taken care of. Unfortunately, your file was in one of those piles. I am in need of some information regarding the hutch to the desk. Can you provide me with the make and model number of the item? If you cannot provide this, a picture of the item may assist me. Also, if you can provide a place of purchase, this will help determining correct compensation for the item damaged. Any help you can provide will greatly assist in the expediting of your claim. And again, I truly apologize for any delays and inconvenience this may have caused.
This was simply a miscommunication on our part that we didn't respond to an additional claim by our customer. We have sent her an e-mail regarding her broken items with a resolution. That e-mail is attached.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Two Men and A Truck apparently will not admit that they are at fault since the workers who took my items will not admit their guilt. No proof. No arrest. No resolution.
After numerous conversations with this customer both with our office, our Home Office and our franchisee. This was our response to the complaint:1. Customer move was completed on November 14, 2015. 2. On November 30 at 1:52PM a call was received to report your damage claims. 3. The signed...
Pre-Move Confirmation clearly states damages are to need to be reported within 96 hours. This form was signed by customer. 4. The reported damages to items listed, noted and was signed by customer and our lead driver on the Previous Damage Report. In addition, most of the furniture was gathered in the middle of one room (that was rather dark with no overhead or table lamps). No action will be taken on damages noted on that list. 5. Our team was not able to pad and wrap the furniture inside the house, because there was no room. All items were loaded into one room. Therefore, the men performed that task in the truck where there was light and room to properly wrap and protect customer's belongings. During the post move follow up call on November 20 at 4:08pm, customer told our Customer Service Representative that the men had done a "good" job… "not great- not horrible".
With all these facts and supporting documents, TWO MEN AND A TRUCK® Louisville is not liable for any of your previously damaged furniture and no compensation will be forthcoming.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below I never signed any documentation stating that everything was delivered without damage I have noticed through the results of dealing with two minute truck that a lot of documents that were signed have been altered after I saw to try to cover everything up Simple fact is the movers brought damage to my attention on one piece prior to loading it and there is damage on multiple pieces the damage tolling thousands and thousands of dollars which I've worked very closely with all members of management from day one with zero regards is zero resolution in addition this company has reputation for doing this to other people including numerous complaints with the Revdex.com for the same issues I have provided pictures to two minutes truck and I will cloudy pry pictures to the Revdex.com and it's plain as can be but it's moving damage I've tried to handle this in a very appropriate manner with zero regards for my time my money and my property simple fact is this company is all about fraud and I will not stand for will not tolerate it and they need to be dealt with within every means on the law The movers damaged everything they stole money from me they lied to covered up and the company up to and including the owner have done everything in their power to cover things up they know darn well what they did I simply want resolution so I can move on or I will file a suit against the company as a whole I have been very accommodating I'm asking for my boo being refunded to me as services were not perform and very very minimal reimbursement for the damages to my property if they meet my terms I will close my case and pursue no further legal action against this company or anything to reflect or hurt their business which is great you deserve on their part
Regards,
Chris [redacted]
Unfortunately, we have been beyond busy and having our Operations Manager/Claims Manager on vacation only made things worse My Operations Manager did send an e-mail last week and we have not received a reply I see our customer did provide a different e-mail address than the one we used below We will forward this e-mail to this address as well and call her Good morning [redacted] , Thank you for choosing TWO MEN AND A TRUCK® for your moving needsOur commitment is to continuously strive to exceed our customer’s expectationsWe truly want to apologize for the delay getting back to you and the damage that was caused during your moveI have been out of the office on vacation and I’m am going thru the piles of things needing taken care ofUnfortunately, your file was in one of those pilesI am in need of some information regarding the hutch to the deskCan you provide me with the make and model number of the item? If you cannot provide this, a picture of the item may assist meAlso, if you can provide a place of purchase, this will help determining correct compensation for the item damagedAny help you can provide will greatly assist in the expediting of your claimAnd again, I truly apologize for any delays and inconvenience this may have caused Thank You and Have a Wonderful Day [redacted] Operations Manager Proudly Serving Greater Louisville Area Louisville [0343] Chamberlain LnSte Louisville Ky Office: ###-###-#### Direct: ###-###-#### Fax: ###-###-#### www.twomencentraleastlouisville.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Two Men and A Truck apparently will not admit that they are at fault since the workers who took my items will not admit their guilt No proof No arrest No resolution
Our commitment is to continuously strive to exceed our customers' expectations. Unfortunately, sometimes this doesn't happen. It is our extremely busy summer season and our Claims Manager was on vacation. Due to a small office staff some responsibilities were not
handled in his absence. This is not excuse for not communicating to our customer regarding his reported damage and all we can do is apologize. Also, we plan to reach out to this customer today with an update and plan of action.
Thank you for your patience and for choosing Two Men and a Truck
We are sorry this customer is still dissatisfied. Our goal is to exceed customer's expectations. However, we still stand by our original response to the his initial complaint. The attached customer documents are also attached that show: 1) The Sales Order page showing actual time billed and initials on several statements including that customer read, and understood the Pre-Move Confirmation Letter and that all items were received without any physical damage. 2) The Move Execution Detail Sheet that estimates the job to be between 3-hours. 3) The Pre-Move Confirmation Letter (which is signed by customer) that states: All Damages must be reported to office within hours. 4) Previous Damage Report that lists the pieces that customer claims we damaged. This is also signed by the customer.
One of our Core Values at TWO MEN AND A TRUCK(r) is Integrity. That is to conduct oneself with honestly and fairness. I believe our team did just
Our Operations Manager has cooperated fully with this customer and the authorities. Our process is to question the team who performed MsTowns move. They have all denied taking the pieces. We have talked to the authorities who are still investigating. If it is proven that
one of our employees did in fact take any of her missing items, we will refund her for those. Our Operations Manager did leave her a message recently with the status and for her to call if she has further questions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** Almost everything they stated in that letter is and they were notified of the damages right away I work with them on a regular basis I wish they chose to ignore me the only thing I signed off on was one peas which is not even in question simple fact is they had a bunch of unqualified people that did a tremendous amount of damage but not following company procedures and I paid the price now they want to lie make stuff up and falsified documents to support their claim which are felony offenses
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the repair at the total expense of Two Men and A Truck is the resolution and would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Unfortunately, we have been beyond busy and having our Operations Manager/Claims Manager on vacation only made things worse. My Operations Manager did send an e-mail last week and we have not received a reply. I see our customer did provide a different e-mail address than the one...
we used below. We will forward this e-mail to this address as well and call her.
Good morning [redacted],
Thank you for choosing TWO MEN AND A TRUCK® for your moving needs. Our commitment is to continuously strive to exceed our customer’s expectations. We truly want to apologize for the delay getting back to you and the damage that was caused during your move. I have been out of the office on vacation and I’m am going thru the piles of things needing taken care of. Unfortunately, your file was in one of those piles. I am in need of some information regarding the hutch to the desk. Can you provide me with the make and model number of the item? If you cannot provide this, a picture of the item may assist me. Also, if you can provide a place of purchase, this will help determining correct compensation for the item damaged. Any help you can provide will greatly assist in the expediting of your claim. And again, I truly apologize for any delays and inconvenience this may have caused.
Thank You and Have a Wonderful Day.
[redacted]
Operations Manager
Proudly Serving Greater Louisville Area
Louisville [0343]
3600 Chamberlain Ln. Ste. 420
Louisville Ky. 40241
Office: ###-###-####
Direct: ###-###-####
Fax: ###-###-####
www.twomencentraleastlouisville.com
This was simply a miscommunication on our part that we didn't respond to an additional claim by our customer. We have sent her an e-mail regarding her broken items with a resolution. That e-mail is attached.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Two Men and A Truck apparently will not admit that they are at fault since the workers who took my items will not admit their guilt. No proof. No arrest. No resolution.
After numerous conversations with this customer both with our office, our Home Office and our franchisee. This was our response to the complaint:1. Customer move was completed on November 14, 2015. 2. On November 30 at 1:52PM a call was received to report your damage claims. 3. The signed...
Pre-Move Confirmation clearly states damages are to need to be reported within 96 hours. This form was signed by customer. 4. The reported damages to items listed, noted and was signed by customer and our lead driver on the Previous Damage Report. In addition, most of the furniture was gathered in the middle of one room (that was rather dark with no overhead or table lamps). No action will be taken on damages noted on that list. 5. Our team was not able to pad and wrap the furniture inside the house, because there was no room. All items were loaded into one room. Therefore, the men performed that task in the truck where there was light and room to properly wrap and protect customer's belongings. During the post move follow up call on November 20 at 4:08pm, customer told our Customer Service Representative that the men had done a "good" job… "not great- not horrible".
With all these facts and supporting documents, TWO MEN AND A TRUCK® Louisville is not liable for any of your previously damaged furniture and no compensation will be forthcoming.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below I never signed any documentation stating that everything was delivered without damage I have noticed through the results of dealing with two minute truck that a lot of documents that were signed have been altered after I saw to try to cover everything up Simple fact is the movers brought damage to my attention on one piece prior to loading it and there is damage on multiple pieces the damage tolling thousands and thousands of dollars which I've worked very closely with all members of management from day one with zero regards is zero resolution in addition this company has reputation for doing this to other people including numerous complaints with the Revdex.com for the same issues I have provided pictures to two minutes truck and I will cloudy pry pictures to the Revdex.com and it's plain as can be but it's moving damage I've tried to handle this in a very appropriate manner with zero regards for my time my money and my property simple fact is this company is all about fraud and I will not stand for will not tolerate it and they need to be dealt with within every means on the law The movers damaged everything they stole money from me they lied to covered up and the company up to and including the owner have done everything in their power to cover things up they know darn well what they did I simply want resolution so I can move on or I will file a suit against the company as a whole I have been very accommodating I'm asking for my boo being refunded to me as services were not perform and very very minimal reimbursement for the damages to my property if they meet my terms I will close my case and pursue no further legal action against this company or anything to reflect or hurt their business which is great you deserve on their part
Regards,
Chris [redacted]