Two Men And A Truck - Northwest Valley

Review: I had two men and a truck do my moving from [redacted] to [redacted]. I told the movers several time that the china cabinet was all glass and mirrors and they needed to be carful when they tied it down. When we unwrapped the china cabinet it was broken accross the front where they tied it down and on the sides. I contacted [redacted] three times and finally after the third time and she told me she would check into it. And still have yet to hear anything from this company. I had just had my walls painted and they hit several of the walls while bringing in the furniture, which I did not put a claim in for.Desired Settlement: I would like my china cabinet to be back to the way it was when these people picked up my china cabinet. This cabinet made it 2300 miles from new york not being broke and less then 10 miles of kids not knowing how to secure, I know have a broken china cabinet. No response from the company.

Business

Response:

This is what [redacted] did not inform the B.B.B. about. [redacted] hired a moving company in New York to load their truck. Her items were padded with thin blankets, sheets, bubble wrap and stretch wrap. After the New York moving company loaded the truck they drove 2,500 miles to Phoenix AZ. In Phoenix they hired another moving company, two men from [redacted] to unload the truck. The [redacted] guys placed some items in the house and some items into the garage, leaving coverings on. When TWO MEN AND A TRUCK arrived they were unable to look for previous damage from the other two moving companies, do to fact that the covering were left on per customers request. The [redacted]'s ask if they were going to be as fast as the two big black guys from [redacted] guys and that they had carried the items over their heads. [redacted] and [redacted] hand carried every thing to the truck and padded everything with moving pads. [redacted] stated that the damage occurred because the crew tighten the ratchet to tight on the glass. The chinahutch was placed with the glass facing the flat wall, padded and the strap was placed on the backside of the china hutch on wood. If you look at the pictures that were sent to our office this is an impact damage, not something that would happen by hand carrying it and placing it glass side facing the wall of the truck with pads. After talking with the crew and customer claims at our corporate office this claim has been denied. In regards to any wall damages we are willing to send some one out for repairs.

Consumer

Response:

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 am not willing to accept Two Men and a Trucks explanation. When we moved into our home everything was inspected from the first move to make sure that nothing got broke. The china cabinet was uncovered when we got to the house on [redacted] to the floor. I told the men several times to be careful because it was all glass and mirror. If they would have asked to undo the blanket that was wrapped around the china cabinet, I would have unwrapped to show them that it was undamaged. At no time did I EVER ask them not to remove the blankets. There would be no reason to move a china cabinet from one home to another if it was broken. As for the impact damage that the company is saying would have happened, it looks as though when they strapped the china cabinet in that it broke it. The china cabinet as explained to the movers is just glass and is not very staple with the sides of mirror are not on them. As for the companies claim that they moved it by hand they most certainly did not. This was moved by the dolly. I contacted Two Men and A Truck three times and then when I said I would turn over to you guys then they responded that they where looking into it and then they never got back to me. I do not what a new china cabinet just want mine fixed to the condition it was before Two Men and A Truck damaged it. As far as the damages to the walls, I would have to start repainting the walls in almost the whole downstairs and up the staircase because not sure how we would match up paint that is now almost 10 years old and I do not feel right asking Two Men and A Truck to pay for that costly repair. I just want to let them know that their drivers marked up my walls and possibly should be trained a little bit better on moving.Per my contract:If you pack: Two Men and A truck is not responsible for damaged items in boxes not professionally packed by us. ( china cabinet was not in a box) ( if the blanket around the outside was removed they could have seen that it was no broken).Damage Claims: Damages caused while loading or unloading your truck or store unite, Two Men and A Truck is only responsible for immediate care, custody and control. You will asked to sign a Release of Liability acknowledging this. (I did not sign anything stating because the china cabinet was wrapped that they where not responsible, because after moving 2300 miles with this cabinet I would have unwrapped so that I would have my china cabinet in my new home).I upheld my end of the contract by paying for my services and I would like Two Men and A Truck to uphold theirs by taking care of my damage.Regards,[redacted]

Business

Response:

I took the opportunity to speak again with the crew, [redacted] and [redacted]. They hand carried at leased 75 % or more of the items and everything in the garage was hand carried including the china hutch. They used the 4 wheel dolly on the dressers that were in the house and the box dolly on the boxes only. The crew also stated the customer had conveyed to them that all the items in the garage and some items in the house had been left wrapped from the New York to Phoenix trip. The crew stated some items had been unwrapped as the customer had used them for their temporary stay at [redacted] Phoenix, AZ. Our moving service agreement does not cover previous damage caused by another moving company. I am surprised [redacted] quoted the service agreement because when it came time to do the bill she was not aware of the payment sections, she also received a pre-move email explaining charges on 11/4/13. We charge in 1/4 increments, 5 minutes into the next 1/4 hour, we round to the next full 1/4 Hour. It does not matter if we are doing the paper work, folding moving pads or picking up the cones. I had to take 15 minutes off the bill so we could get paid. We have always run this business based on integrity and honesty, if I for one minute thought our crew cause this damage, we would take care of it. The first email sent to the B.B.B from [redacted] stated " I had just had my walls painted and they hit several of the walls while bringing in the furniture. " The second email states "As far as the damages to the walls, I would have to start repainting the walls in almost the whole downstairs and up the staircase because not sure how we would match up paint that is now almost 10 years old. " She also contradicts herself in the second email regarding the china cabinet. She states "being completely uncovered to the floor", versus " if they would have asked to undo the blanket that was wrapped around the cabinet I would have unwrapped". It is our opinion that the china cabinet was left wrapped from New York to Phoenix and that there was not an inspection done by the customer after using the other two moving companies. As a result [redacted] is trying to get TWO MEN AND A TRUCK to pay for damages we did not do.

President

TWO MEN AND A TRUCK®

Consumer

Response:

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.First of all, the company saying that everything except boxes was hand carried is a flat out untrue. There was also a freezer and a frig in the garage. The sides of the china cabinet were carried out but not the main part. That being said about the china cabinet. We inspected everything from the move from New York to Arizona to make sure nothing got damage, if it would have got damage I would have not asked Two Man and A truck to fix it. The China cabinet was not damaged as it was wrapped in bubble wrap and blankets and when we arrived to Arizona we took the blankets to the flow to make sure it was not damaged and then pulled them back up. We did not put together or use the china cabinet because we were not staying in the home and we did not want it to get damaged. If the damages were caused by another moving company then why would I ask Two Men and A truck to pay for it???? I would not. As fair as the bill goes, I had no problem paying for the service that was provided to me except when they were finished and then they disappeared. No where in the Moving Service Agreement does it state that I need to pay for them to do paperwork , folding moving pads or picking up cones or just disappearing for 10 minutes. If this is something they think that they should get paid for it should be something that is first of all in the contract and second of all done in front of a customer and just not take off and maybe take a break at the customers expense. As for the painting the walls that were damaged due to Two Men and A Truck, I had the bedrooms and the bathrooms painted (I have a invoice if you would like to see) which I had to touch up in every room. As for the 10 year old paint it is in the hall and the living room that has marks in the wall. If you would like me to get a quote on the cost to fix these I would be more than happy to. I just did not think it was right ( which I do the right thing) to have you paying for painting almost throughtout my whole bottom and top floor.As for the companies response to me contradicts myself this is what my previous email stated:The china cabinet was uncovered when we got to the house on [redacted] to the floor. I told the men several times to be careful because it was all glass and mirror. If they would have asked to undo the blanket that was wrapped around the china cabinet, I would have unwrapped to show them that it was undamaged. At no time did I EVER ask them not to remove the blankets. It states when we got to the home which was in August. : We then rewrapped the blankets so that it would not get damaged. It was wrapped when the Two Men And A Truck came to move us. If the men would have said you need to sign a waiver (per the contract) or unwrap and let us wrap. I would have unwrapped it and let them rewrap as I did not want this to get broken.I went with Two Men and A Truck because I was told by our realtor that this is who he recommends. I wish I could say the same. Stand behind your company and fix what was damaged by your company. You can say in your opinion, but you where not her watching the move and you did not see how the cabinet was placed in the truck. Regards,[redacted]

Review: I hired two men and a truck to move Furniture. The first two could not figure out how to deliver my large china cabinet and sat around waiting for someone to help. I did not check on what they had delivered because I was concerned about the china cabinet. Later that evening I discovered a scrape on my new flooring. They quoted me a ridiculous price to deliver the cabinet the next day. After complaining they reduced the price but it was still higher than it should have been if the first two men knew how to deliver the piece. When they came the next day there were different men who solved the problem. At the time they were here I showed him the scrape on the floor and he took a picture. When I asked what I needed to do, he said someone would contact me . Because I was busy I forgot about it and the manager said that because I didn't file a complaint within 96 hours they would do nothing. When I told him that the man who took the picture said he would turn in the report, he basically called me a liar. Why wouldn't I call if I was not told the report was made?Desired Settlement: I would like my floor repaired or replaced, or an amount for management charges, I would also like a price adjustment on delivery for the hours wasted trying to figure out what to do.

Business

Response:

We moved [redacted] 11/2/15. She had a china cabinet that after we considered possibilities, it was deemed that this piece required 3 men to move it safely but we only had 2 on the move. It was not due to the men not knowing how but that it was to large for 2 men to move properly. After speaking with her we came to an agreement of charging her just the time used instead of our 2 hour min and a $130 travel charge that we normally charge. When the crew came out 11/3/15 to move the china cabinet they noticed the scratch and called the office to let us know they had not moved anything yet, we did take a picture to document it. The customer advised us that she had other people that night (11/2/15) in the home moving items as well. We can not be responsible for the damage in question when there were other people that are not trained to move, moving items and they might have done the damage. I understand that she feels that she was overcharged but we needed 3 men to move it and didn't charge her normal fees so we could accommodate her and get the piece moved properly. We were explaining the damage policy that is on our Moving Service Agreement that she signed and trying to understand why she waited 6 months to contact us since she had not heard from us, we did not suggest she was a liar. We are unable to determine that we were responsible for the damage due to other parties involved in moving her items as well.

Consumer

Response:

The China cabinet could not be moved by two men because they did not know how to take it apart. When the new ghuys came they took it apart and it could easily be handled by two menThe only other people I had moved boxes that could no way damage the floor with the deep gash. I paid for the original deliver including travel time etc. If they had taken the cabinet apart at the beginning there would have been no need to come back a second day or bring a third man. When the man took the picture he said he would turn the claim in. There was no mention of have to file anything else. I admit I waited a long to get back to this, but I was very busy and forgot about it. When I came across the receipt, I called. When I said that the man taking the picture said he would turn it in and did not mention I needed to file a claim he said that the man would not say that. I think that is calling me a liar.

Business

Response:

We will refund her the $193.50 for the 2nd day but that we will not repair the floor.

Review: Two Men and a Truck were hired to move our furniture from Glendale, AZ to Gilbert, AZ on July 26. Upon the arrival of our furniture at our home in Gilbert, 3 pieces of furniture were damaged. A china cabinet, chair and night stand. When we pointed out the damage to the movers they stated that the damage to the night stand and chair were"already there" and the damage to the china cabinet was due to the heat and humidity. None of the damage had been noted by the movers prior to them moving our furniture from our home in Glendale. We called the office 3 times and finally received a return call and after a week a manager came to our home to inspect the damage and he also said his men could not have caused the damage. He could not produce a damage report that indicated any of the damage prior to his employees moving our furniture. He said his men could not have caused the damage to the china cabinet which is our primary concern because of the way they load it on the truck. He was not present when his crew loaded it on the truck.

Business

Response:

Prior to the move on 7/26/14 we sent our Onsite Specialist out for a In Home Consultation and at that time we came across the items in question during our walk through. We explained/pointed these items out to the customer at the onsite and during the move. 1.) The Chair has a what looks like a small divit which has been weathered and is prior or made that way. 2.) The Nightstand has a section/strip in the wood that is darker than the rest of the wood and is either how it was stained from the manufacture or also weathered. 3.) The Hutch issue was that there were 2 glass shelves which were swapped/placed in the wrong spot to where one didn't quite fit, so we sent our Manager which was also the Onsite Specialist out to the [redacted] home first as a Damage Inspection to find out there were actually no Damages just the swapping of the glass shelves which has been completed. If you need anything else please let me know.

Thank You,

Consumer

Response:

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.]

When the "on site specialist" came to our home for a consultation and estimate, he did not point out any damage to any of our furniture, nor did they point out any damage to our furniture prior to moving our furniture. If [redacted] had noted damage to our furniture shouldn't he have noted it on his estimate and had either myself or my wife initial it? As far as [redacted] claiming that the chair and nightstand are "weathered" we would like for him to explain how two pieces of furniture that have been kept in our air conditioned home could possibly have gotten "weathered" The hutch portion of the china cabinet has a dent in the base of the cabinet that was not there prior to it being moved by the company. The shelves did not go back in because they "were not in the correct place" as [redacted] has claimed, because the movers had swapped both of the shelves back and forth and were not able to get the bottom shelf to fit properly. In the process of moving the shelves back and forth the movers scratched the inside of the cabinet. I pointed this out to [redacted] when he arrived at my home in Gilbert to examine the damage to our furniture and he said he would have his "wood guy" come out to fix the scratches as well as the hole in the arm of the chair. He also said the the "wood guy" would determine if the dent in the hutch was caused by the movers. We have not heard from this "wood guy". [redacted] bragged about the insurance coverage offered by Two Men and a Truck compared to other moving companies. All we want is for our furniture to be repaired.

Regards,

Business

Response:

[redacted] our Move Manager/Onsite Specialist conducted the In Home Consultation/Onsite/Damage Inspection. During his Onsite and Damage Inspection he pointed out the items in question and they were discussed with [redacted]. She continued to get confrontational, yelling and being unreasonable with our Manager while he explained his findings stating she wanted a brand new hutch/wanted it replaced. He explained that we would investigate regarding the Hutch but unfortunately for the Nightstand & Chair we would not be liable for those two items. Please see attachments of Nightstand, Arm of Chair and Hutch. After review there shows some scratches in inside bottom right corner of the Hutch that we are willing to touch up or provide a touch stick/kit for the customer. Regarding the Nightstand and Chair as you can see that there is no Damage in fact the Nightstand is stained darker on the right side than the other and the arm of the Chair is weathered/ware and or mark is in the wood from born date. Unfortunately we would not be able to honor this request of the Nightstand nor the Chair but are willing to touchup the Hutch scratches.

Thank You,

Review: I hired Two Men and a Truck to move. Their movers seemed to be inexperienced and slow moving and I ended up paying much more than I anticipated. I watched them break off 2 of the feet on my dresser and noticed the next day that there was what appeared to be a bullet hole in my headboard. There was a pretty deep dent which caused the paint to chip off. I called and let them know what had happened and they sent someone out to take a look. After a few days of not hearing back from them, he informed me that they were going to have to deny my claim and that the "panel of experts came to the conclusion that it wasn't fresh damage." I told him that I was going to take action and he hung up on me.Desired Settlement: I would like the price of a new bed to be refunded to me.

Business

Response:

We have been in contact with [redacted] about her "Bullet Hole" Headboard Damage Claim and concluded after our Damage Inspection which was completed on 8/20/13 that it was Previous Damage which our Damage Policy states we're are not held liable for such claims. This is also explained during the booking process along with the Premove Confirmation Letter she received and Moving Service Agreement she read & signed. She did express during the Damage Inspection that her husband was firing a BB Gun in the house which is the size of the Damage. As far as any other such Damage Claims nothing was reported nor a Damage Report given and will not be honored for it is past our Damage Policy time frame being almost a month after her move. Please let me know if you need anything else.

Review: On April 27, 2013, Two Men and a Truck arrived to move us from one house to another. They had underestimated both the time they needed to make the move and the size of truck they would need, so the move took much longer than expected and the truck was too small to carry all of our items. We were, however, able to resolve this issue with them. They also damaged the crown molding on an entertainment center, and they at first wanted to have someone repair it instead of replace the damaged component. After much discussion, they agreed to replace the damaged molding. The outstanding issue is the damage the movers made to the newly repaired engineered wood floor in the house we were moving out of, which we had prepared for tenants. The movers were clearly sloppy in their attempt to move furniture across the wood floor and had created a shallow scratch as well as a gouge several inches long across the grain of three planks. (At one point, I and one of the movers had to run over and halt the two other men from using some of my own plastic sliders meant for use with furniture on carpet. They were attempting to move our heaviest piece of furniture across the wood floor with the sliders, which would have caused additional scratches to the floor.) [redacted], the operations manager, came to the house to inspect the damage. She agreed to send [redacted], a wood repairman with whom they have some sort of arrangement, to come over and try to repair the wood floor damage. Although he was a bit rude, as best as I can tell, he tried his best to repair the floor short of replacing the boards. He successfully repaired the shallow scratch, but with regard to the deeper gouge, he stated, he is "not a miracle worker" and explained that the "scratch is deep and cuts across the grain, so there's only so much I can do." He certainly did make it look better, but the damage that remained was not satisfactory. I communicated this to [redacted], the operations manager. She came to inspect the repair work and attempted to get me to be satisfied with it, though even she admitted when I asked her to stand in one place and look at the damaged section from a particular angle, "It's a shame that you can still see it from this angle." I told her I wanted to have a wood installer come out to look at the floor and to provide her with his estimate. She agreed after I insisted. The estimate was far too high because my wood planks are obsolete, and the only way to repair the existing product was to resand the entire floor for thousands of dollars. I provided the estmate to [redacted], but I then did some research to see if I could find a comparable product and a different installer so that the planks could be replaced at a reasonable price rather than leaving in place the unacceptable repair work. I was able to find comparable boards for $116 and an installer who would replace the boards for $200 for a total of approximately $316. I communicated this to [redacted] and was ignored. I then attempted to communicate this to [redacted], one of the co-owners with whom I had interacted well on two previous moves with this same company. After leaving several voice messages and after having sent several e-mails to her over a period of months, I then let her know on 11/20/2013 that if I did not hear back from her by 12/6/2013, I would regrettably be forced to take additional steps to resolve the issue. I have heard nothing back to date. (This form only allows me to specify three dates on which I complained to the business; I chose three significant ones, but there are more dates.)Desired Settlement: All I want is for Two Men and a Truck to provide me with $315.26 so that I can have the floor repaired correctly. I do not expect them to pick up the materials or go through the hassle of making arrangements with my contractor. If they will simply provide me with the money I need to get the repair completed adequately, I will be satisfied.

Business

Response:

We moved Mr. [redacted] on 4-27-13, and we did have some damage occur which has been taken care of. We sent out a wood specialist from [redacted],to repair the

flooring. [redacted] made a comment that he is not a miracle worker because the section of flooring where the scratches were was not in new condition and had some water damage and warping. In our attempts to compensate Mr. [redacted],we also lowered the hourly rate and took 30 minutes off the bill. We also went back the next day and moved the few totes and mise items that didn't fit at no charge to him, as well as replaced the crown molding on the entertainment center. Mr. [redacted] signed the Moving Service Agreement which states our damage policy,a copy of which is attached. Our policy clearly states we reserve the right to repair,if it can't be repaired we reserve the right to either replace or compensate. He was told on 5-2-13 in our talks that he signed the contract,agreed to our damage policy and that we were not going any further regarding the floors. We reserved the right to repair the scratches on the floor, yet he continued to email and send letters. We did not respond to Mr. [redacted] after that since he was told we not going further.

I hired Two Men and a Truck to move. Their movers seemed to be inexperienced and slow moving and I ended up paying much more than I anticipated. I watched them break off 2 of the feet on my dresser and noticed the next day that there was what appeared to be a bullet hole in my headboard. There was a pretty deep dent which caused the paint to chip off. I called and let them know what had happened and they sent someone out to take a look. After a few days of not hearing back from them, he informed me that they were going to have to deny my claim and that the "panel of experts came to the conclusion that it wasn't fresh damage." I told him that I was going to take action and he hung up on me.