Two Men And A Truck of Northern Kentucky

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***

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.As for the refrigerator, the door that holds the components of the ice maker was not removed. It didn't have to be, because it's tied to the refrigerator. The only door removed was the freezer door. On a French door refrigerator, the freezer is at the bottom and has no connection to the water lines whatsoever. Your manager was supposed to come and put that door on at the new place. According to your staff, he showed up to drop off straps. Right now, we have to call the company to have the door removed and put back on correctly, as your staff did not do that.
I find it difficult to believe that it takes 1/hours to move a bedroom. Yes, the home had bedrooms, but there was no big furniture in those rooms-just a chair in each room and one small desk. The move was from one ranch style home to another.Also, the fact that a very large item was left at the previous home, where we had to rent a dolly to go back and retrieve. We also had to gather more people to assist in getting the large box of wood, being that myself nor my husband are able to lift.Reimburse me, and I can pay to have the mattress cleaned myself
Regards,
*** ***

I have spoken in depth with *** *** about her damaged items as well as the charges for the move. Due to circumstances beyond our control (the residence we moved her into has strict time restraints on the elevator usage) we were unable to complete *** *** move in one day. When we
arrived at *** *** move from residence she needed assistance finishing up her packing which prolonged the timeframe that we would be at her move from location. After only being able to unload a small amount of her belongings on the originally scheduled day, we stored the remaining items on our truck at no expense to *** ***. We closed that work order for the amount of $1, The next day after contacting the building manager, there was a small window that the elevator would be available to unload more items. Our Franchise was booked for that day but Our Cincinnati location was able to send movers to help facilitate the unloading of *** *** items. Again, the elevator was an issue for that crew as we were trying to share it much of the time. We still did not manage to unload everything for *** ***. I spoke with the building manager and she assured me that they would hold a spot for us the following day to finish *** *** move. Again we stored the remaining items on the truck at no expense to *** ***. The following day (07.18.14) we arrived at *** *** new residence at 8:am, the crew was informed that the elevator would become available at 2:that day and that they would allow us to finish regardless of the building policy that the elevator was not to be used past 4pm. I had the crew stand by for hours to ensure we arrived exactly on time and we were able to finish unloading all of *** *** household goods. The crew leader attempted to go over the second portion of the bill with *** *** but she refused to sign any of the paperwork. I spoke with *** *** the following day and her concern was about her damages. I let her know it is our policy that we cannot move forward with the Damage complaint until the second portion of the move was paid in full. She refused at that point to pay the final bill. We spoke again on 08/01/when *** called to inquire about what was going to happen with her damages. I informed her that the balance on the move needed to be paid for us to move forward with fixing her items. She agreed over the phone to pay the remaining balance due of $1,342.00. We opened the damage file at that point, and my move manager went to her location and took pictures of her damages and we started making arrangements with different vendors to make repairs and started the search on finding "like items" to replace some of the decorative pieces that were broken. On we received a charge back notification for $1,on *** *** account. I called her to discuss her complaint and she insisted that we charged her twice. I once again went through the entire move process with her and she told me I would need to "take is up with *** ***". I have filed the requested documentation with Merchant Services and am waiting on their response. If the funds are received for *** *** move I have no issue resolving her damage concerns, but we can not move forward with that process until the move is paid in full

The day we moved Ms***, our movers called the Franchise Manager to seek advice on her Refrigerator. It was too large to be removed from the home without being disassembled. I told them that we could remove the doors but because we are not appliance professionals we would not be
able to disconnect/reconnect any water or electric lines (It is against company policy to disconnect any water, gas, or electric). Ms*** was extremely upset about this and in an effort to accommodate her needs I called my Operations Manager (James ***) out to that move. I gave him permission to depart from our policy and disconnect any lines necessary in order to get her refrigerator safely to the new home. James was able to get the refrigerator moved with a technique we call "Butterflying". The door did not have to be removed, in fact we only removed the handles to the refrigerator. James then instructed the movers to take minutes off this customers bill due to the length of time they spent assessing the situation. James also spent some time helping load some of this customers other items at no charge. This move was estimated - hours based on the inventory list provided by Ms***. Ms*** received both the estimate and pre-move confirmation which confirms both the inventory and details of the move. Ms*** was estimated at 33% of a 26' Truck and we filled an entire 22' truck with her household goods, which means many more items were moved than what was mentioned on the inventory provided to us. The movers took hours of downtime in total for this move, billing for a total of hours. We feel this is very fair based on the amount of items moved. We were unaware of any damages on this move and would be happy to contract *** *** (at our expense) to clean her mattress at a time that's convenient

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
What happened to my dining room table is gross negligence, they can not waive around the cents per pound document and get away with damaging customer's furniture and valuables by sending unqualified workers who have not been properly trained and do not even provide them with proper tools for the jobIf companies like this are allowed to be in business, then customers are put in great risk, and won't even know it until it's too lateTwo Men and A Truck needs to be held responsible for doing the right thing by their customers, or they should not be allowed to handle other people's expensive furniture and valuables
Regards,
*** ***

We will be happy to reimburse you for the repairman to come out and fix the freezer door.  Please submit a receipt of the invoice to [redacted] and we will take care of that as quickly as possible.  We received a quote from [redacted] and will also reimburse you $125.00 to clean your mattress.  Please confirm that the check needs to be mailed to [redacted]