Two Men & A Truck

We at Two Men and a Truck certainly apologize to Mr.*** for his experienceWhen the issue with the refrigerator first occurred, our notes indicate that we acted quickly in getting the repair assigned to the appropriate vendor and even followed up to make sure that vendor had scheduled an
appointment to get the repairs madeThat is typical procedure for Two Men and a TruckHowever since the vendor was unable to repair the refrigerator, I called Mr*** and offered him the original $credit for the damage and he acceptedI apologized for the the delay and assured him that this is not typical and we would have his credit to him right away

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my
complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

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,
*** ***

We are not threatening to sue her for him falling down the stairsWhat happened was the mover was walking down the stairs with a lamp and the lip of the stair gave way in which made him fallThe stair was made from douglas firShe claims someone from our company called the floor company but
it was our insurance companyHe was doing his job and asking why a douglas fir step would cost $If it was mahogany he would understandAs you see with the pictures my insurance company believes this to be too high for replacing one step since the stair case itself is not one piece the steps are just sitting on it individuallyI am waiting on the counter bid and our insurance company is on it

Hello ***,
I apologize for any inconvenience that may have come from this travel charge being applied to your move, but I assure you it is neither our practice nor our intent to mislead our customers in any way, shape, or formWhen we put together an estimate for a customer, we inform him/her
when a travel charge applies to their moveFor moves that start or end outside of our typical coverage range, applying a travel charge to the move allows us to bill our hourly rate only during the course of the move itself, and not for any time spent driving to or from our officeThis covers some of our expense heading to and from our office, while at the same time saving the customer money by not applying our hourly rate round trip, as many companies do
After a move has been booked to our schedule, we send out a pre-move email that details all costs, addresses, times, and dates for the move, and ask our customers to review the information in case there is a typo or incorrect detailThis email was sent to your email address at 11:am on 7/20, and would have clearly displayed the travel chargeOn this email, the travel charge is displayed clearly at the top section of the emailThere are no links to click nor any scrolling to do in order to see the summary of the chargesAdditionally, the travel charge was again displayed on the bill of lading presented to you after the move was completed and that you subsequently signedWhen discussing the matter on the phone, you had said that you did not open the email sent to you, nor did you look at the final bill of lading before signingInforming our customers of all charges verbally over the phone, through a pre-move email, and through a detailed bill of lading is our standard practice for all customersIf you feel that this information was not adequately conveyed to you, we would certainly welcome any feedback to help us better communicate with our customers
Sincerely,
Dave H***

*** I am sorry if we did not exceed your expectations on your moveI am also sorry if something was promised to you and we did not follow throughI will look into this matter as soon as possibleI hope you have a great day

Our operations manager at the franchise has reached out to this customer and has not been able to make contactHe is going to continue to try to contact themI will update further when we have made contact with the customer

[redacted],Unfortunately the address we had on file was wrong. A new check will be written and sent to you asap. Sorry for the inconvenience this has caused you.

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

Complaint: [redacted]
I am rejecting this response because:I still have not received this...

check.
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I contacted Revdex.com because John F[redacted] has refused to reimburse me for the damage caused by his men.He is using the 96 hour rule as a guideline but the damage was hidden from plain view and the sag took some time to develop.  He is claiming that my "heavy clothes" contributed to the sag but that is irrelevant because it also holds a heavy mirror on top which is part of the dresser design.  Regardless of what is causing the sag, his men damaged my dresser.Mr. F[redacted] is suggesting that I moved the dresser after his men delivered it.  This is ridiculous.  I hired MEN to do the lifting because I was PREGNANT and could not move anything.  Since the birth, I have absolutely no need to move the dresser. It has been in the same spot.  The piece of wood that broke has never been found or seen by me.  His men would have seen this and were not forthcoming about it when it broke.I attach a photo of the broken area and have never seen the piece of wood that was torn off. I have only noticed the damage and it was clearly the fault of Two and a Half Men.In addition, they claim that they treat their customers as they would want their grandma to be treated.  That is dangerous advertising.  It may take grandma a few months to notice something on her dresser as she is perhaps not feeling well or doing other things.  But when grandma notices a problem, she is not a liar and she is not making things up.  She just wants to be reimbursed for other people's mistake.     
Regards,
[redacted]

Revdex.com:I have reviewed the...

response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
We have settled on the money situation; however I would like them to come back out to my condo one more time to try to fix the paint on the walls that was already started but not yet completed.  I did leave a message with [redacted] from Two Men and a Truck on 2/20/15 reguarding this matter; have not heard back as of end of buisness day on 2/23/15.Regards,[redacted]

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID
[redacted], and have determined that this does not resolve my complaint. 
I understand the response from Two Men and a Truck - and I reject their explanation.
They were contacted to move my entire household.  That is why they did an onsite
estimate. Had they only moved those items on the itemized
list, they would not have needed two trucks - everything would have fit into
one truck.  I reject the implication that they were doing me a favor
by moving items not list on the itemized list when they were hired to move my
ENTIRE household.  Here is an email I received from [redacted],
operations manager at Two Men and a Truck: (which is also attached)
"[redacted],
    Per
our discussion I went ahead and worked out a flat rate for the move and it
comes out as follows.  This includes the use of 2-26 foot box trucks and a
4 man crew to take care of your move.
Total Labor (packing, load and
unload): $4807.00
Total Materials: $1336.50
Fuel Surcharge: $1000.00
8 Hours total travel time( to get out to your
location, to unload, and back to our office): $1672.00
Total for full pack and transportation is
8815.50 
 
Thank you for your time and the opportunity to
take care of your move.  Our goal is to provide you with the best moving
experience period.  If you have any questions about this or would like
further info please give me a call anytime.  Our office number is
###-###-#### and my cell is ###-###-####. Thanks again,
[redacted]
Operations Manager
[redacted]
Cincinnati, Ohio
P:###-###-####
F:###-###-####"
 
Notice that the
total listed is for "full pack and transportation".  This is a
full pack and move of my household.  The company was never going to issue
an itemized list of everything I own to be moved as that is cost prohibitive
and they realize it.  The itemized list contains the major items to be
moved only.  It did not list most of our personal belongings, garage
tools, outdoor kid toys, books, pictures, fish tank, piano, etc. What
company would voluntarily move a piano or fish tank (since it was not part of
the itemized list) without being paid for it and take on the damage
liability?  The answer is none.  They knew the contract was to
move the entire household, if they misquoted it, that is not my problem, that
is a matter of internal training to improve their quoting process. 
For closure, I
require a reimbursement of the costs I had to expend to retrieve the last of my
possessions when they did not fulfill their end of the contract.  A total refund
of $550 from the total already paid for my household move. This breaks down to
$250 for truck rental (based off a similar [redacted] that was for rent) that was
paid to borrow a truck, $150 in gas money, and $150 for 8.5 hours of my time at
$15/hour since I cannot get my vacation time back that I was required to take to make another trip to move the rest of my possessions.
Thank you.
Regards,
[redacted]

I sincerely apologize for the confusion on the billing and would be more than happy to refund the amount your are owned. Please contact our office for this credit and if there is anything else I can do. Once again I apologize for this issue and for any inconvenience this may have caused.Thank YouJoe...

B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

[redacted],We have met your desired settlement of $855. You have accepted and deposited
the check for $855. By doing so you have released our company from any and all
current and future liabilities pertaining to this Job.

We have gone through a long process on this customer including support of our corporate offices. We have the paperwork initialed where it states we loaded everything at the load. The customer refused payment at time of service, our crews are not to leave until they secure payment. The customer still...

refused to pay, not paying the bill is theft of services. I have gps data that shows our crew did not wait to "intimidate" the customer. That they in-fact left when they were told to leave. Our corporate offices generally sides with the customer. This time after talking to the customer our corporate offices instructed to send out a crew the following day (free of charge) to get the few items left at the load and get the ball rolling on repairing the damages, only if the customer had a cashier's check of $1298.00 because it was obvious to them that the customer wasn't intending to pay. The customer refused to get a cashiers check, so following the directions of our corporate offices we told the customer we could not continue.So when we received the check in the mail a few days later, we assumed it would bounce or it would have a stop payment, so we never deposited the check anyway. I can shred it, or send it back to the customer.

Hello- Two Men And A Truck has attempted to send out a vendor to assess damages for repair. The customer does not want people out to the house per their statements. This is industry standard to evaluate and deem what repairs and costs will be involved to take care of customer. This is also a contractual agreement that the customer has signed and agreed to. Without being able to assess what is needed we are prepared to offer $200 to the customer. This is all we can offer at this time without having a vendor out to evaluate.Two Men And A Truck

I interviewed the team that performed the move, the in home estimator, the general manage and after reviewing all the documents for the move in question, I can only offer an explanation to how this transpired. When our in home estimator goes through a home during the estimate process, the estimator...

takes notes on all inventory that the customer is asking us to move. This is how our estimates are generated based on the inventory reported during the estimate process. Based on the inventory list it was estimated for 2 trucks. The itemized list is then emailed to the customer prior to the move date with a statement says to verify the inventory on this list and contact us if there are changes that need to be made because that may change the estimated amount. On arrival to the move in question there was extra inventory that was not on the inventory list. When we do a flat rate move and it is for 2 trucks, your estimate is for 2 moving trucks labor and travel. It is a binding estimate, for us to move the items listed on the inventory for a set price. If we would have known about the extra inventory we would have been able to revise the estimate to include 3 trucks. But with the revision would have increased the price dramatically due to labor and costs associated with using a 3rd truck. We would have been glad to provide a 3rd truck to move the extra inventory but the customer refused to pay for a 3rd truck. We moved all of the items on the inventory list. We then filled the remaining space on the trucks with inventory the customer wanted moved that was not on the inventory list at no charge to the customer. The inventory that was left behind was in an outside shed and it included: raw lumber, a miter saw, some lawn ornaments and a piece of glass. None of which is on the inventory sheet. I can provide documents of the move upon request but they are the same documents that the customer already has.

On June 18, 2015 Two Men and a Truck Indianapolis moved Ms. [redacted]. During the move we had a damage to a door jamb that the movers immediately recognized and took responsibility for and wrote up a damage report. On June 19, 2015 we contacted Ms. [redacted] and resolved the damage claim with her. In late...

October 2015 Ms. [redacted] called in to our office to report the issue with her dresser. She did alert me to her personal situation and gave me details about the dresser, including that she was storing her heavy winter cloths in it and that is one reason she hadn't noticed the sag until now (when the weather started to turn cooler). At this time I did remind her that her moving agreement stated that damages are to be reported within 96 hours. However, given certain circumstances we do make exceptions. I asked if she would send me photos of the damaged dresser so that I might forward them to my furniture repair expert to get his opinion on the situation. Ms. [redacted] was very cooperative and happy to do so. After consulting with my furniture expert it was determined that giving the quality of materials used in the dressers that if it was damaged during the move in June and if it was supporting the weight of heavier cloths you would more than likely see the sag within a month. As I told Ms. [redacted] I just felt to much time had passed. After four months there is no way to know if someone didn't slide the dresser across the carpet just to adjust it a little and the support  piece got caught on the carpet and broke. As I stated before I did wait until after my expert looked at the pictures before I made my decision. Two Men and a Truck sympathizes with Ms. [redacted]' situation unfortunately there is nothing we can do for her.  John F[redacted]Two Men and a Truck