Two Men and A Truck Northern Virginia

Dear ***,Thank you for sending me the information regarding this customer's complaintIn regards to what the customer complained about we do not accept by any means that our employees may have used profanity in front of the customerMy understanding was they were asked to move a heavy
refrigerator into a space that was very small relative to the size of the refrigeratorThis is why the supervisor was called and went to the customer's location free of charge to help complete the moveAs I hope you can understand, trying to get large, heavy pieces like a refrigerator through tight spaces may require at times a supervisor to help guide employees on how to complete that portion of the move successfullyThis was the case and this is why we sent the supervisor out.In regards to the wall and floor damage the customer described, we offered the customer compensation based on the valuation she selected We are required by law to offer valuation for every moveThis is selected by the customer and is standard practice in the moving industry as it is required by the DOTInformation about the valuation was sent to the customer when she booked the move and then she selected which valuation level she would likeValuation determines how a customer will be compensated if there are damages or items are lost/destroyed during the course of the moveThe valuation also includes the coverage levels for floor and wall damages that may occurAfter the move occurred, the customer claimed the damages listed in the complaintThe customer was contacted regarding the damages that were claimed and was offered the maximum compensation allowed under the valuation she selectedBy law, we are not allowed to offer more than what the customer selected on their valuation sheet which was $On top of that we provided the customer with a valuation compensation for the fridge for an additional $for the fridge for a total of $To try to work with the customer since she was not happy and we do take all of our customer's concerns into account, we offered a $credit to a future moveThe customer is disputing $and between the $maximum allowed compensation for her valuation and the credit towards a future move we met that amount but did so in a manner in which we are legally allowed to operate. I have attached the valuation document that the customer signed and where it shows what level she selected for this moveWe tried to make sure we did right by this customer while still following the laws that govern our industryWe always look to take care of our customers and we have tried to do that here as wellI hope with this information you will find that this should not be a valid complaintIf you have any further questions please feel free to reach me at ***@twomen.com or by phone at ###-###-####Thank you

Dear [redacted],
Thank you for sending me the information regarding this customer's complaint. In regards to what the customer complained about we do not accept by any means that our employees may have used profanity in front of the customer. My understanding was they were asked to...

move a heavy refrigerator into a space that was very small relative to the size of the refrigerator. This is why the supervisor was called and went to the customer's location free of charge to help complete the move. As I hope you can understand, trying to get large, heavy pieces like a refrigerator through tight spaces may require at times a supervisor to help guide employees on how to complete that portion of the move successfully. This was the case and this is why we sent the supervisor out.
In regards to the wall and floor damage the customer described, we offered the customer compensation based on the valuation she selected.  We are required by law to offer valuation for every move. This is selected by the customer and is standard practice in the moving industry as it is required by the DOT. Information about the valuation was sent to the customer when she booked the move and then she selected which valuation level she would like. Valuation determines how a customer will be compensated if there are damages or items are lost/destroyed during the course of the move. The valuation also includes the coverage levels for floor and wall damages that may occur. After the move occurred, the customer claimed the damages listed in the complaint. The customer was contacted regarding the damages that were claimed and was offered the maximum compensation allowed under the valuation she selected. By law, we are not allowed to offer more than what the customer selected on their valuation sheet which was $50. On top of that we provided the customer with a valuation compensation for the fridge for an additional $146.40 for the fridge for a total of $196.40. To try to work with the customer since she was not happy and we do take all of our customer's concerns into account, we offered a $250 credit to a future move. The customer is disputing $300 and between the $50 maximum allowed compensation for her valuation and the credit towards a future move we met that amount but did so in a manner in which we are legally allowed to operate. 
I have attached the valuation document that the customer signed and where it shows what level she selected for this move. We tried to make sure we did right by this customer while still following the laws that govern our industry. We always look to take care of our customers and we have tried to do that here as well. I hope with this information you will find that this should not be a valid complaint. If you have any further questions please feel free to reach me at [redacted]@twomen.com or by phone at ###-###-####. Thank you.