Two Men and A Truck/Denver

Our damage claim policies, contractual documents, and legal proceedings are in line with and approved with all entities governing the house holds goods moving industryFrom a standpoint of contractual obligation, we were relieved of any liability by *** *** when he signed our contractual documents stating not only that there was no damages, but that he agreed and understood the hour timeframe in which he could claim damages. Once goods or property has been outside of our custody and control for more than four ***s we cannot assume liability based on just the numerous things that can happen in that period of timeHowever, from a standpoint of customer service and in interest of maintain professional relationships with *** and the Revdex.com Two Men And A Truck is willing to make an offer out of the spirit of customer service. We will be willing to offer $towards the professional repairs of the step in question. We hope that his offer is taken in good faith, and will cover the majority if not all costs of repair

*** booked jobs with Two Men And A Truck in November 2/was a scheduled pack, 2/was scheduled as a partial move, and 2/was scheduled to finish moving whatever was left over from the job 2/For each of these separate jobs, *** received an individual confirmation letter, and booked the jobs directly with a sales rep*** asked the men to stop working 2/18/because of her husband’s healthShe states to have scheduled an additional last minute move for 2/19, at 6:30pm 2/with the movers *** ASSUMED on her own accord that we would be able to accommodate a last minute move. No one promised these servicesOur customers cannot schedule additional services with moving crews*** would have had to call the office within business hours in order to verify availability and reserve additional services just as she did for her first jobs.She did not do soOur individual moving teams are not aware of our day to day schedule being that it is made for 30+ trucks and 75+ individuals on a daily basisExpecting them to be aware of our availability and scheduling process is simply unreasonable, and not part of their job descriptionAs our paperwork and contract states by signing the "Services Completion Confirmation" customers have verified that the job is complete and the billing rate concludes at that pointThis is the same document she signed 2/17, 2/and 2/If *** failed to read the contract(s) she signed, that is no one else's responsibility but her ownFurthermore, our contracts state no guarantee of completion of services, or statement of the amount we moveRather, our contract simply states that we work off of an hourly rate until the customer dismisses the crew by signing the "Completion of Services Confirmation." The reason that tools were left behind was simply because *** had already reserved moving services for 2/21/almost months in advance, and granted the men permission to do so

Since this complaint was received, we have sent a professional vendor, who picked up and repaired the item in question. The item has been respired and returned to the customer.

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. I agree that employees are human and have been humbled by the response from Two Men and a Truck. I appreciate their response and feel that my complaint with Revdex.com was unnecessary.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 2 weeks before [redacted]tmas the dresser was picked up by 2 men...

and a truck to repair the damage. 2 men and a truck delivered the dresser 2 weeks ago to my apartment - I reviewed the repair with the drivers and told them that the repair was unacceptable. I could not believe they delivered the dresser is this condition and expected me to be satisfied. It was bumpy, not sanded correctly and looked worse condition than when they took it for repair. The dresser also had additional scratches on the bottom side. 2 men and a truck sent an employee of theirs (I believe his name is [redacted]) to view the dresser and he was disappointed in the job as well. [redacted] came to my apartment last night to attempt to fix the dresser. He worked on it for 2 hours and told me he would have to come back to complete the repair at least 2 more times.
Sincerely,
[redacted]

The customer came into our office to confront our manager [redacted]. The conflict was resolved with a 1.5 hour (217.50) reimbursement to the customer, which they accepted as a full and final resolution for all complaints and damages.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and appreciate the response and attention.  However I feel that my request for a refund of $507.50 (3.5 hours x $145) to be reasonable. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/01) */
Two Men And A Truck cannot, and will not assume any liability for items that have been previously damaged prior to being in our custody and control.
The damage in question occurred not due to the moving process, rather because the glue...

holding the table together failed.
[redacted] did inform the men to be careful, which they were. However, if prior damage to an item causes its structural failure during a standard and professional moving process, we will not honor a claim for the item.
The legs of the "antique" table were and are still barley held on by nothing more than wood glue.
When the original repair was made, it can be said that it was not repaired in a professional fashion.
This is the main attributing factor to the leg falling off under our care, and the reason the claim will be denied.

Complaint: [redacted]
I am rejecting this response because: I am going to address each issue stated by Two Men and a Truck. 1) Booked 3 Jobs:  a) First Job Pack Basement in December 2015. b) Pack Old House in February 17, 2016. c) Move Old House and Garage February 18, 2016. 2) The Garage was included in the moving date of 2/18/16 until we signed a contract with Garage Experts to do our Garage floor. That contract was signed on 01/21/16.      At that time the Garage was severed from the 2/18/16, move and was scheduled for 2/22/16. Two Men and a Truck were notified at the time the contract was signed.3) My Husband's health was never mentioned as a reason to stop the move. In my Husband's best interest the move was needed to be completed on the 2/18/16 date.     Instead because the movers chose to leave my Husband had to return to our old house and move one of the TV's to our new house so [redacted] could do installation            on the 2/19/16. Again my Husband and I NEVER stated to stop the move. One of the Movers stated he had a family issue and needed to leave.Also Two Men and a Truck Movers stated they knew their schedule and would return. I did not ask them too... Nor would I presume to know how to schedule Movers. We did make several attempts to Contact the Office and [redacted]. Never got a return call. Our schedule was very tight for our move. We had scheduled to have Painters and Cleaners in the house on Monday and Tuesday. So why would I ruin the schedule for painting and cleaning of our old house. We had to delay both teams by a full day so that Two Men and a Truck could finally complete our move. If we had know that the type of contract that Two Men and a Truck offered was an open ended contract we would never have agreed to hire them as our Movers. We in good faith believed that they would honor their moving date and complete the job. Instead they left a 72"x15"  piece of equipment in our home and numerous tools. I did not agree to this... We paid them and they did not complete the job on the stated date and time frame.       
Sincerely,
[redacted]

We sent a check to the move to address that we had on file. To date, it has not be cashed.  If we could be provided with a contact number and address for [redacted], we can cancel the original check and send out a new one no later than tomorrow.

Prior to services starting, [redacted] REJECTED a full value liability coverage option, and selected the free basic level of liability coverage. [redacted] was asked to provide receipts and purchase information for the TV. She could not.   She stated to have purchased the TV used from a...

pawn shop. She said that we should call them. It is not our responsibility to gather the information for her. With the minimal and basic coverage level [redacted] selected it is our legal option to reimburse her $.60 cents per pound per article.  Out of the spirit of customer service we offered the depreciated price of a new item. We were able to find the exact TV for less than half of what [redacted] claims to have purchased the TV used for.  The price that a customer paid at a pawn shop has absolutely no bearing on an item's current or actual value. Our offer is based on the purchase price of the exact same item less depreciation. No additional compensation or settlements will be offered.

We do not dispute this complaint at all. However, we will require some time to investigate the claims thoroughly to offer any resolution.  I cannot promise the full amount requested, but will advocate for the highest amount possible in hope of customer retention.  My name is [redacted],...

[redacted]. I will have an answer and resolution in place w/in the next 4-5 business days.  I appreciate the opportunity to make this right.

There is no doubt that we were the cause of all the issues [redacted] has listed in her complaint.  However,  [redacted] was provided 3 men 5/5/2017 at an agreed hourly rate of $165.00 per hour.  Due to the personnel issues that day [redacted] was only charged $115 per hour for two men.  [redacted] also accepted a $109.25 discount off of the bill 5/5/2017 as resolution and compensation for the aforementioned issues. As [redacted] stated, the issues and time frame it took to complete her project were indeed our responsibility. This is why [redacted] and our manager agreed that there would be no additional charges for all services we provided 5/6 and 5/7, a total of 22 hours of labor. Prior to any services being provided, [redacted] herself chose to reject the option for full replacement valuation coverage. She herself chose to limit Two Men And A Truck's liability for damages to .60 cents per pound per article.  Being that [redacted] readily accepted all of the time credits, discounts and waving of fees to address the coordination issues, we will not be offering any additional compensation outside of the contractual coverage for damages [redacted] herself chose.  [redacted] has already been compensated, and agreed to the compensations we offered for her complaints.  [redacted]'s damages will be honored at the contractually chosen level she chose.  We will not offer any additional compensation in addition to what [redacted] has already received.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and also in the spirit of good faith agree to accept the offer.
Sincerely,
[redacted]

We have come to an agreement with [redacted] that we are going to reimburse her $500 towards the cost of a new dresser.  Trying to repair it turned  into an utter fiasco. However, [redacted]'s Check was sent to the wrong address last week...  I swear we will have this all sorted out by next week at the latest.

I have attached some key documents that [redacted] himself signed, stating to have fully read, understood and agreed to the terms outlined therein.First and foremost.  [redacted] didn't just move from across the street. He moved from a 4th floor to a third floor apartment building. With stairs,...

elevators and other dynamics evolved with moving in downtown [redacted], the project was daunting enough for [redacted] to decide on his own accord it was beyond his ability to do alone. Had he done so, it would have taken more than 4 hours.Now, had our men thrown his belongings off his balcony, and piled them into the back of our truck like refuse, an hour to an hour and a half would be a reasonable expectation to complete the project.  However, most of our customers don't want us to treat their belongings like trash. So we pad wrap and move these items with care. Which is absolutely more time consuming that the aforementioned balcony method.Time is money, especially when you are on an hourly rate. This is why we provided [redacted] a "Pre-Move Confirmation Letter" 9/28/2017. Just as the attached documents show, [redacted]'s Pre-Move Letter included an estimated total of $517.18 to $862.18. This was the estimated total cost of his move. This is actually why we try really hard to impress upon our customer's that it is actually important to read the Pre-Move Letter.On the attached sales order, [redacted] signed the specific section stating and I quote; "I have read and understand the Pre-Move Confirmation Letter and Moving Services Agreement."  All customer facing documents associated with [redacted]'s move and estimate clearly state an estimated time frame of 2.5-5.5 hours, reflecting a cost of $517.18 to $862.18. [redacted]'s actual total was $571.25.The only way that [redacted] could ever believe that his estimated move cost was $300, would be if he didn't read any of the documents that he signed stating that he both read, and understood what he was signing.Unfortunately, if he signed something without reading it, that is no one's responsibility but his own.  We will not be offering any sort of compensation or discounts to [redacted] because he refused to read the information we provided to him.  Additionally for the benefit of our hardworking and dedicated employees we too would appreciate it if [redacted] called another mover in the future.

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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/19) */
Attached with this response is a Moving Services Agreement. This is a binding contractual agreement that is provided to all Two Men And A Truck customers, prior to services being provided.
This contract clearly states that the customer, by...

signing, grants Two Men And A Truck the right to repair, replace, or compensate based upon Actual Cash Value, of any item that may be damaged during the moving process.
The customer granted us this right prior to their move on 4/20/2015, and by signing the Moving Services Agreement stated to have read, agreed, and fully understood the policies within.
Our settlement offer is based on the current purchase price of a similar and like item. A USED dresser with a marble top. Several can be found on craigslist and other used furniture resources within this price range.
The customer is requesting FULL REPLACEMENT VALUE to be honored. Unfortunately the contract they signed before services began 4/20/2015, clearly states that the liability coverage provided within our standard fees is for the ACV, or depreciated value only.
The attached Moving Services Agreement was clearly signed and dated by the customer 4/20/2015.
Our offer is based on our contractual agreement, and will stand as offered.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
2 Men and a Truck have proposed a replacement value for the marble they damaged of $160 based on its Actual Cash Value (ACV) per the contract between them and us. That contract does not set forth a definition of ACV.
The [redacted] of [redacted] of [redacted] in [redacted] sets forth a definition that includes the following language,
The position of the [redacted] of [redacted] is that the actual cash value of a structure under a replacement cost policy, when the policyholder does not repair or replace the structure, is the full replacement cost with proper deduction for depreciation. Deduction of contractors' overhead and profit, in addition to depreciation, is not consistent with the definition of actual cash value. The [redacted] of [redacted] will interpret policy provisions containing the foregoing or similar language to prohibit deduction of contractors' overhead and profit, in the calculation of actual cash value, where the dwelling is not repaired or replaced by the policyholder.
2 Men and a Truck site as a source for the marble [redacted] and [redacted] I called and spoke with them to confirm that figure as 2 Men and a Truck have not provided a written quote from a provider for that figure. [redacted] and [redacted] is a wholesale provider and will not quote a cost to a consumer. They indicated that I would have to get a quote from a stone fabricator for the cost of the marble we need. I called [redacted] in [redacted] and received a quote of $820, or $82 per square foot, not $16 per square foot as 2 Men and a Truck claim.
The ACV, as the [redacted] of [redacted] states, should not exclude contractor's overhead and profits. The stone industry agrees as they will not quote a cost for a slab of marble to a consumer much less sell it to them referring them to a stone fabricator.
2 Men and a Truck's offer of $16 per square foot does not come close to what is clearly the ACV of marble their employees damaged given the costs of a contractor to make it a useable replacement as stated in [redacted] from the [redacted] of [redacted] Their offer as it stands is not acceptable. I've included the quote from [redacted]
Final Business Response /* (4000, 9, 2015/06/02) */
Two men and a truck does not offer INSURANCE. Therefore any regulatory entity or stipulation of the insurance industry has no bearing on the contract that the customer signed.
This is why the contract's literature specifically states, as a notice to our customers that we include DEPRECIATED VALUATION COVERAGE.
By signing and dating our moving services agreement, the customer agreed it is therefore Two Men And A Truck's right to determine value.
The customer is comparing the cost of raw materials, in brand new condition and the labor to be cut to fit, and installed. Yet they do not in any way take into account that the item is more than 10 years old.
Unfortunately, as I stated before our prices include DEPRECIATED VALUATION COVERAGE. The contractual literature specifically states we were granted the right to repair, replace or compensate the ACV or "current purchase price of a like item." (See the high-lighted attachment signed and dated by the customer)
A more accurate calculation would be taking the quoted price of the new marble piece, and depreciating it by 10% per year that they have owned the original dresser.
Being that the customer readily stated that the dresser in question was more than 10 years old, Two Men And Truck has made an offer based on the value of similar and like items.
This is opposed to simply stating the 10 year old item has depreciated beyond reconcilable value. This is an offer strictly based out of the spirit of customer service.
Also take into account, had our customer moved with any one of our competitors, their claim would be settled based on the industry standard of .60 cents per pound per article. I.E. a 150lb dresser x.60 = $90 valuation. Our offer is $160, for a dresser that isn't that heavy.
A truly similar item would be both a USED and an OLDER marble top dresser. Not a brand new dresser or piece thereof.

A USED marble top dresser can be readily found as I previously stated for $100-$200. Below are 4 links I found w/in the past 5 minutes on Craigslist.
If the customer would prefer, we will purchase one of these items on their behalf.
http:// Denver.craigslist.org/atd/XXXXXXXXXX.html $200
http:// Denver.craigslist.org/fuo/XXXXXXXXXX.html $99
http:// Cosprings.craigslist.org/fuo/XXXXXXXXXX.html $200
http:// Denver.craigslist.org/fuo/XXXXXXXXXX.html $150
Final Consumer Response /* (2000, 11, 2015/06/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the offer from 2 men and a truck of $160 compensation.

The customer asked the men to stop the job Thursday 2/18/2016.  She requested that we do so because of her husband's condition. My men headed this request, and had [redacted] sign off on the sales order, including the "Service Completion Confirmation"  She did request of both [redacted] and...

[redacted] (the movers) that someone come back ASAP Friday 2/19/2016. Unfortunately at 6:30pm there was no one in the office to communicate this request or to communicate to the customer that we did not have any availability Friday 2/19. Fridays are very busy days in our industry and are typically booked weeks in advance. Our offices attempted to contact the customer 2/19 and 2/20 to no avail. She also did not make any effort to reach us.   Our next contact with [redacted] was when we arrived for her next move 2/21 which had been scheduled weeks in advance, and went on w/o issue.

Initial Business Response /* (1000, 9, 2015/07/01) */
We have settled in Full with [redacted] in the amount of $250.
We reached this agreement together, and the check has been cut and delivered!!
We thanked her for giving the opportunity to make this right for her, and hope to retain her as a...

customer.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/01) */
The issue is now resolved. Manager contacted me directly and issued payment to replace the damaged piece of furniture. This complaint can be closed.