Two Men & A Truck

When we heard of the missing device, we questioned both gentlemen on the job. They said they saw it on a window sill at the load location. They also stated that the customer was packing up a lot of the small / loose items. Our policy is any accusation of theft gets turned over to the authorities and...

we cooperate fully with the investigation. The police have more resources, and are able to take steps that we as the employer cannot. At this time we need to let the police investigation run it's course. If the investigation shows that there has been any wrong doing on behalf of our company then we will agree to the demands set forth in this complaint. We thank you for your patience in resolving this matter and apologize for any inconvenience this may have caused.

We are writing out a check for the repair or reimbursement to fix the step for her.   Patrick S[redacted] Operations Manager TWO MEN AND A TRUCK® Portland, OR Central twomencentralportland.com Office Phone: (503) 894-9923 Office Fax: (503) 894-9959

This customer complaint has been resolved and the customer is satisfied with the resolution. Customer states that she wants review removed due to the resolution. Customer stated she has called the Revdex.com and could not get the review removed at this time. Two Men And A Truck requests this review be...

removed per the customers request.

After interviewing the two different operations managers that were sent out this job at different stages of this move and the movers performing the move, I will offer this explanation: This move was performed as a confidential move (husband and wife were separating and wife was moving out). The address we gave our gentlemen were for a few doors down so the customer could contact us when she was ready. This is normal for a confidential move. When our gentlemen arrived at the home, the customer was not ready nor did the customer give an accurate account of what was being moved during the estimate process. During the process of the pack and move, the inventory was changing. The husband and wife were arguing about items on a list of what the wife was going to take and what was going to be left. This happened multiple times, this slowed down the job considerably. Understanding the tough situation the customer was in we did discounted her rates. As you can see on the attached sales order, the rates were discounted heavily. The pack was slated for $175 per hour and the move was slated for $127. The service charge would have been $1684.25The customer was charged 4 hours at $127.00 per hour and 7.75 hours at $112.00 for a total service charge of $1376.00 (this is also discounting off 0.5 hours for the trip for extra boxes). When we add in the packing supplies ($148.00 + 9.99 in sales tax) the entire bill comes to $1548.99.As far as the damage is concerned the customer signed off on valuation coverage of $0.60 per pound per damaged article (See Attachment). We just need the model number of the refrigerator to determine the weight of the article so we can provide the customer with the cash out amount.

Hello Mr. [redacted],
I am truly sorry if our move services were not up to your personal standards. I assure you that it is never our practice to try and prolong moves beyond what they are estimated to be. This only leads to unhappy customers, and we fully realize how dishonest and counter-intuitive...

that would be as a practice.
To the best of my understanding, we had set a time to come out to you to grab the last of the pieces we were not able to get the on 11/5, but you had cancelled that appointment in order to move those items yourself. We completely understand this course of action, but please know we would have been willing and able to come back out for you had you wanted us to.
In regards to the pace of the move, it is to my understanding that the inventory that we had discussed in putting together your estimate was substantially less than what there actually was to move. As a practice, we email the inventory to you to review in a pre-move letter so that we are on the same page in terms of what we will be moving, which was sent out on 10/24. Also, we try and review that information in a pre-move confirmation call in which we left a message on 11/4. We completely understand that there’s often a discrepancy between what is listed to move and what there is the day of the move, so we take these measures to try and stay on the same page.
Your move was estimated at $1,396.20, and the final cost came to $1,405.20. As the final bill was reasonably in-line with the estimated cost, we cannot offer a discount at this time. You are more than welcome to reach out to us at [email protected] or at (503) 894-9923 if you have any questions, or would like to provide specific feedback regarding your move. Thank you for your time.
 
Sincerely,
 
Dave

We moved Ms. [redacted] into her storage unit on September 25th and 26th of this year. She was not able to be there for her unload so her friend acted on her behalf and signed all moving documents related to her move. There was no damage report or claim made at that time and our men did not notate any...

damage as is our process when damage occurs. On October 24th, approximately one month later, Ms. [redacted] contacted our office and said her television was damaged and she wanted to be reimbursed. She informed us that she had her items already moved out of storage. We informed her that per the release of liability her friend signed acting as her agent that we are not responsible for items not in our care, custody and control and we had no way of knowing if someone had been in the storage unit since we had placed items in there. We are not responsible for any damage caused during the move out of her storage as we were not hired to complete this portion of her move.  We also told her per the contract that she agreed to that all damage claims must be made within 96 hours. Therefore, her claim was denied and closed. We have all documents for review should they be needed. Please let us know if you have further questions regarding Ms. [redacted]'s move or her denied claim. Thank YouTwo Men and a Truck

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. 
[redacted] was originally scheduled for 3 men and 1 truck on Saturday, 6/28.  I could not find the original estimate phone call because [redacted] did not call in from a phone number in our customer profile - I have one cell phone number and no landline.  If another number was given it may have been my husband, but since I was the one coordinating the move, I'm not sure why I would have provided another number.  Also, no one asked for a second number.  I'm guessing that orginal estimate can not be found because that was the phone call that recorded their staff telling me that I would need 85-100 boxes for the move. 
 
 On June 17, [redacted] called in and spoke to [redacted] who updated [redacted]  move to address and rescheduled [redacted] for Friday, 6/27.  When [redacted] attempted to discuss the estimate time of 5 to 6 hours, [redacted] stated that it won't take that long because they are going to have everything packed up and at the curb for the men when they arrived and that they would be helping to move everything - Two Men and Truck have NEVER taken as long as they quote, until now.  Also all boxes were in the front room by the front door waiting to be moved.  We NEVER recieved a confirmation phone call that they were coming.  We did not want to risk placing everything outside. 
 
On move day, we only had staffing for 2 men.  [redacted] move was revised and changed from 3 Men / 1 truck @ 172/hr to 2 Men / 1 truck @ 127 / hr. for 8-10 hrs. The total move took 11.25 hours, but [redacted] was given a credit of 1.25 hours for our employees taking breaks of which the men state they took somewhere between 30 and 45 minutes off throughout the day.  The total cost of [redacted] move was $1270.  With the original 3 Men / 1 truck would have taken between 7.25 and 7.5 hours to complete with the changes to the inventory and the additional walk times.
 
Customer detail notes said she did not want to disassemble the crib, she just wanted the crib shrink wrapped and padded and taken out to the truck.
 
When the men showed up to the house it was an extremely long walk from where you had to park the truck.  You had to go up 7 steps to go through a door to get into the building.  Then you had to go down 7 steps to get to the ground level the customer's apartment was on and then walk down the hallway.  Especially in a long move with lots of inventory, this extra distance can increase the time it takes to complete a move - I used Two Men and a Truck to move to this property in April 2013.  The walkway and stairs were not a concern then and the estimated work time was still less then quoted. 
 
The customer had boxes that were color coded as to which room they went into, but they also had a lot of miscellaneous items which were not on the inventory - Boxes were color coded, but half o them were unloaded in the wrong room (stuff that was suppose to go to the basement remained on the 1st floor.  Or it was left in the family room and we were carrying them upstairs.   The husband was primarily at the load location with the , wife, baby and young child at the unload location.  [redacted] and the kids brought food to the men.  The customer states that they only moved one mile down the road.  She also states that they lived in a 1500 square foot apartment and that the move was huge since she had a family of four - The children were in daycare from 7:30am until 6:00pm, they were never present during the lunch time.   I have records for that information.  Yes, I did say the move was large ... that is why I requested a third person. 
 
The customer did not help with the move or have anything out at the curb before the men arrived as she promised, which .  The men had to carry a lot of miscellaneous items to the truck.  There were 30 boxes and 10 totes on the inventory list.  In reality, the customer had 85 to 100 boxes by [redacted] Drake’s own admission as well as the testimony of the men - the men refused to carry anything that was a liquid or was not in a box with a lid.  All miscellaneous items were taken to the house by myself or my husband.  The men did not handle any miscellaneous ite[redacted]  The 85-100 count was what I was told by Two Men and a Truck to have, I did not have an exact box count.  Unknown where the 30 box count came from.  The movers complained becasue that is what they said that they were told. 
 
One of the [redacted] complaints was that the men were exhausted when they arrived at job site because they had been on a move ahead of hers.  The men departed for [redacted] at 8:35 am and arrived at 8:58 am.  They did not have a job ahead of [redacted] and they were not tired when they showed up.  [redacted] had a very skilled and experienced move crew that has shown great longevity on big moves - The movers disclosed that they had one move prior to me where they had to move items of furniture.  The movers also smelled like sweat. The one driver said that the other was a new member on the team and that the third person that was supposed to be there quit after one day. 
 
[redacted] states that the move was "messy" and cannot give any specific complaints.  [redacted] also said the men were "dropping stuff".  There were no damages on the move, and [redacted] could not explain what "messy" means.  [redacted] says it took such a long time and laughs when she tries to give specific examples of her dissatisfaction - the movers would attempt to move multiple boxes down the steps as they were dropping off the dolly.  Furniture was not wrapped or protected so drawers were opening and items were falling out.  It was sloppy when one mover dropped a piece of furniture on himself. 
 
[redacted] was unhappy that they had to take the crib apart to move it - We were not unable about having to take the crib apart.  The movers said it would need to come apart to get through the door and so as they moved items, we took apart the crib. The movers did not stop their work to wait for the crib.  The crib would not go through the door without being taken apart, so the husband took it apart.  I am not aware of any crib that will go through a doorway without being taken apart, so I did not find this surprising.
 
[redacted] had a lot of glass that the men had to pad and wrap to secure on the load.  At the unload site [redacted] states that she was unhappy that the men left the boxes on one side of one of the roo[redacted]  The family's small child was playing video games in that room and the men tried not to disturb him or get in his way.  They left the boxes in a location in which they did not have to disturb the child. - One china cabnet was moved that had glass.  The child was out of the way playing on a tablet, no video games in our household.  We kept my son in the other room to stay out of the way of the movers. 
 
There were a child and baby underfoot during a lot of the move that the men had to work around - Once again the child and the baby were in daycare for 10 1/2 hours.  The baby, who is an infant, remained in her carseat or highchair.  As stated above by Two Men and a Truck, the older child was in the other room playing video games.  The men had to disassemble a baker's rack to remove it from the apartment.  The husband had to take some open boxes with chemicals and other items in them in his own car because they contained items not allowed on the truck.  The truck was completely packed full. - The husband made over 5 trips with a fully packed car and I made 3-4 trips with a packed wagon; not becasue they wouldn't take them, but becasue they were moving slow and we didn't want to hold anything up.  
 
[redacted] states that a floor lamp was broken on the move and that it cost $30.  [redacted] states she threw the lamp away.  There was no damage report written up and the men state that no lamp was broken.  I offered to send [redacted] a check for $30 to replace the lamp but she didn't want it.
 
[redacted] mother paid for the move.  When the job was complete, the mother was not there to sign for the credit card authorization.  I had to have the mother call in to approve the charge to the credit card.  [redacted] was not happy about this on move day, but it is our policy.  Only the authorized user of a credit card can authorize payment - I made no comment about not being happy with this. 
 
In summary, while I believe a third man would have made the job easier for the men, I believe the total job time and cost would have been the same due to the long walk at the load site which included two flights of stairs and the added inventory of 100 boxes versus 30 on the estimate - Once again, I'm not sure about the 30 box estimate.  If I would have had a crew that had energy, the job would have been completed in a timely manner.   [redacted] inability to state specific reasons of dissatisfaction, her testimony that this was a huge job, and the fact that she told the csr estimator that they would have everything packed and at the curb when the men showed up lead me to believe the expectations set out before the move were not consistent with the true move on move day.  My dissatisfaction was the amount of time that it took and the lack of crew that was provide.  It then became that no one would return my phone calls.  I called the local office and then had to call a coopriate office for assistance.  Getting the local office to make a phone back took forever.  The customer service was HORRIBLE.  The calls were constantly interupted by other calls and people walking into the officer to talk to the person on the phone.  I was interrupted several times by someone who was not at the move telling me how things went.  This person was beyond rude.  They had no interest in even listening to what I had to say.  I have said several times that I want the difference back - the difference between the maximum amount that they quoted me for the third person and what was paid.  I feel like this was a scam to get more money.  I feel like the movers have no interest in moving very fast because the company got more money for the move. 
 
At the unload site the men had to unload from the curb.   They could not use the driveway. - The men unloaded from the curb, told my husband that if he wanted it to go faster that he needed to help.  Prior to unloading I was told that I needed to resign a contract, as if my stuff was being held untill I signed. 
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.  For your reference, details of the offer I reviewed appear below.
The business response is not accurate at all. I would never bounce a check and have a signed contact that I will sign and send that states the fee was $118 per hour. The crew worked from 930 am to 330 pm so in essence I overpaid them by sending a $1,000 check. They left behind my dresser with a mirror and night stand. We did a thorough walk through at the beginning and I clearly stated all of the white bedroom furniture in the spare bedroom was to be moved. Instead of conducting a thorough final walk through, I caught the driver in my master bath taking pictures of the shower and bragging about how his girlfriend was going to love it. It diverted our attention from doing the walk through and made me very uncomfortable.The crew came back to me twice after leaving and the first time all three men stood at my front door demanding payment. I again stated that I had every intention of paying after the job was completed as stated in the contract I had signed for $118 per hour. The Contract states payment is due after the job is completed. The crew at barbecue Chips and stained my bedroom chair and damaged my new washer, picture and China cabinet hutch.  Then an hour later they were waiting for me on a side street and pulled out behind me as I headed for the interstate.  I have no idea if they could have disabled the GPS but I am absolutely certain it was them in the large white truck with the Two Men & A Truck black and white logo. I reported this numerous times but they ignored it and kept demanding payment. I was extremely scared. The driver also told me at the onset of the job that they were the "A Team" and I shound add their tip to the check or debit card when I bake payment.This company agreed to send a different crew that Thursday to finish the move because I was frightened of how the driver stomped through my home, yelled at me, then returned twice with an obvious attempt to intimidate.  The general manager agreed to send a new crew but only if I paid in full a cashiers check. They assumed I wouldn't pay as they stated so now required me to pay in full by purchasing a cashiers check prior to the job being finished.  I told him no and again that I would pay by check the $118 an hour after services were completed as the signed contract stated.  He told me that I was no longer a customer and refused my calls.My son finished the move that Friday August 21 and I sent a check in the mail for $1,000 which is more than $118 an hour per the signed contract. This company continues to ignore major issues and assume I woukdnt pay. They are also not telling the truth at all.I am shocked for the total disregard of customer satisfaction and their inability to address serious concerns. 
Regards,
[redacted]

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]

Two Men And A Truck Indianapolis tried several times to reach out to this customer with no success. Once we successfully reached the customer we requested pictures of damages to properly be able to setup repair. The customer did not have camera on phone or access to a camera to provide pictures. We...

have successfully contacted the customer again today and have setup an appt. to have the damage documented and setup for repair/ compensation.

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.
Regards,
[redacted] Two Men and a Truck must have a break down in communications within their business,  someone came to our home 8/25/2017 to access the damage to our furniture. We were told he would he would report to them that day the damages. This company has constantly changed the facts of this matter, my move was in June I had to contact Revdex.com before I received any contact and now they want you to believe they pursued me to correct this problem, not true.

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 contracted Two Men and A Truck to help with my move. A [redacted] music box was stolen from our home during the move. In the days following, I repeatedly contacted the company requesting resolution. They have been slow to respond and have failed to return calls. Upon my third time reaching out to them, they instructed me to file a report with the police. I have since filed a report with the [redacted] Police Department. The Officer has placed several calls to various contacts at Two Men, and has yet to receive a call back. Two Men issued a previous response on the Revdex.com website regarding the move and the theft. First, they confirmed that the movers saw the music box. They said they saw it at the load house. They also suggested that the [redacted] box was misplaced during the move. The details the company provided were factually incorrect. First, the music box was never seen at the load house. We gained access to the new home 2 weeks prior to making the official move with Two Men, and the music box has been at the new house for the entire 2 weeks prior to the move. Additionally, the music box was never boxed or transported between houses on the move day because it was always at the new house. There is no chance it was lost or misplaced. Two Men and a Truck's response to this issue has been substandard. They place all responsibility on their consumer and none on themselves. I hired them because I believed I could trust them with my property and they took advantage of me and still have yet to resolve the issue.
I have been issued a $60 refund for the tip I paid the movers. Upon the box being stolen, I asked for the tip plus the cost of the box ($100). Since then I've invested far more time and energy in resolving the matter than I would have ever imagined. I am now requesting half the price of the move ($372) to be refunded to me. I'm having a really hard time rationalizing paying a company that stole from me, especially as this continues to drag on and take up more of my time.
 
Regards,
[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]

We apologize profusely for the delay in response on the matter. Please know it is absolutely not our intention to try and avoid paying damage compensation when applicable. We have in fact sent out a check covering the cost of the damage that had occurred on the move. Mr. [redacted] should be able...

to verify the receipt of the check, and that the amount sent for the damage is fair and compensatory.

Complaint: [redacted]
I am rejecting this response because:If the company called then why did they not leave a message for a return call? I work full time and receive several calls a day. This is not an acceptable way to communicate.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me after the check is returned to me in the mail. I do not trust this company to void and shred the check and prefer that they mail it back to me. After receiving the check, I will agree to this matter being closed.
Regards,
[redacted]

The lost items are as follows:Bolts that hold together an antique bedLid to an antique butter churnBrass rod to an antique reclinerThe following item was damaged:White end table badly scratched on top.Desired resolution amount is $500

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Attached is the paperwork from my interaction with Two Men & A Truck. Thank you for your help.

Complaint: [redacted]
I am rejecting this response because:The tread did not "give way". It is a full piece of inch thick Doug Fir and snapped due to an obese man going too fast down the stairs with wet shoes while carrying a nightstand. Not a lamp. I was 3 feet away when it happened. Nobody from the insurance company or moving company has contacted me to obtain a second bid although I am happy to accommodate this. Trying to restore and blend clear vertical grain Doug Fir of that age and thickness is not cheap because it has to be sourced. This quality of wood is not produced anymore. Also, the time involved for a contractor to come to the job site multiple times to complete the job is part of the associated cost which is understandable. 
Sincerely,
[redacted]