Two Men and A Truck

Final Consumer Response /* (3000, 9, 2014/08/04) */
The company has responded to me and has resolved the issue to my complete satisfaction

[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.]
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 That said, I wish to reserve the right to confirm that the business follows through on its promise to contact me by July 15th to discussing compensation for property damage associated with the documentation provided above as well as reimbursement for the service provided
Regards,
*** ***

For months now I have been trying to get some information from Service Line Warranties that I believe I am entitled to To date, I have received nothing I first started trying to contact SLW in May of I sent numerous emails to their email address that they provide on their website and received no response to dateTherefore, I sent them a letter May 18, 2017, and again June 8, At that time I was basically asking them to confirm my Account with their company regarding one of their warranties offered, informing them that my husband had passed away in 2016, provided them with documentation confirming that the property/residence which this contract covers is now in my name alone, and asking them to note that in their records I had also asked about more information about solicitations my husband had been receiving about other warranty programs
About the middle of June, since I had yet to receive a response either by email or USPS, I called the number provided on their website To be frank, the person on the phone spoke so quickly that I had to ask them times to please slow down so that I might be able to understand what they were saying, and so I would be able to stop asking them repeating themselves They never did slow down, they were rude, and I finally ended the phone call
Late June, 2017, I received a response from SLW dated June 27, from Dessie S*** with The Customer Care Team It said that it was a response to my letters of May 18, and June 8, but honestly it didn't answer the questions I had posed So once again, I started emailing them asking them for this information Additionally, I asked them for a list of the network contractors used in my area Quite frankly, since I am alone at this residence, I want to know what companies and/or representatives might be called out to my residence if I ever had to file a claim with SLW
Emails went unanswered; and in another phone call to them in early July, I was very rudely informed that they did not give out the list of their trusted contractors, and I did not have the right to that information I began looking for information online as to whether there were any complains or negative reviews on SLW, and that is when I came across some negative reviews about the company on the Revdex.com website, and specifically, one of the negative reviewers had encountered the same "wall" when they also wanted a list of SLW's approved contractors used in their area However, a "Customer Care Manager" with SLW, who identified themselves as "John K***" indicated that he emailed this list of approved contractors to the reviewer, and he also indicated that the reviewer's inability to previously get this information probably had to do with confusion of where the phone call they made was received, and that if one wanted that information, you should call or asked to be transferred to the Service Center
In light of that information, I once again called SLW on July 20, 2017, asked for this information, and when "Shamiria" (sp?) very rudely informed that they didn't give that information out, I asked to be transferred to the Service Center She told me that they would tell me the same thing, so I described to her the response I note above by "John K.***" with SLW on the Revdex.com review portion of their website, and she said that all she could do would be to ask her supervisor to contact me So I gave her my phone number as she asked, and then asked how long it would be before I heard from someone She said within hours As it is now August 10, 2017, it appears that they have ignored this also
I am very disappointed in the fact that not only does SLW not respond at all to any of my multiple emails, have extremely rude employees answering their phone who offer no meaningful customer service, but their customer service representatives' supervisors are also non-responsive How can I feel comfortable with or trust that this type of company would deal with or contract with companies in the area that they would send out to my residence if I had to have someone come out? How can anyone feel comfortable with this I understand that it's all in the numbers The more warranties they can sell, the more money they make But the problem is that if they do not provide quality customer service and respond to their customers' concerns in a timely and efficient and polite manner, then how can you trust that the coverage that you have purchased is worth anything at all?
Best regards,
*** - Arlington, TX

Service was not surrender as promise.They slowed around to make the time longer.My items were already packed and taken apart to get loaded
When the two guys arrive at 8:30am every thing was ready to be loaded.These guys stood around and slow around on the truck like they did not know what to do next.They wanted to make it take longer than it should have.They put items on the truck that did'nt belong and than had to take it off.and the items that was suppose to go on the truck got left off.Than they went to the apartment first when it was stated that we would go to storage unit first.We had to leave the apartment and go to the storage unit.When we got there they did not have all the storage units items packed in front.Agained this is prelonging the time.Next they had to go to lunch.After that they got to the apartment one of the guys would not place the items where I wanted them to go said he would move them later, later never came.They scratched up my furniture so bad it was messed.T

From the planning tool on the website to the follow up by the office staff, ***, to the confirmation letter outlining the move details, and the appointment call to re-confirm, everything about the move was as it should be The estimate was approximately what I expected The highlight was ***'s crew of himself, *** *** and *** arriving as scheduled, establishing the move day details, conducting the walk through, explaining the paperwork and getting right down to the move itself Moving is stressful by itselfTheir focus on customer communication, care for our possessions and genuine concern for our move relieved our fears They stayed on schedule wrapping up the load out before lunch We then ate lunch with them to demonstrate our appreciation for their efforts Once completed we went in to the first unload which was a second floor delivery Overcoming the narrow stairway with ingenuity and sheer strength, they quickly had the first unload completed We then moved to the second unload where they provided advice and support on how to best load the space to optimize use of the available unit We finished on time, on the planned schedule and right on budget We are per cent satisfied with the Two Men and a Truck support staff, the tremendous teamwork ***, *** *** and *** provided for our move and the overall experience We thank you!

irrevocable mistake in hiring Two Men and A Truck for relocating me from Texas to Alabama Damages to personal belongings from improper and negated preparation exceeds belief Storage area into which personal possessions were placed is wasted, chaotic and unorganizedNo consideration for placement was demonstrated, with innumerable objects damaged or destroyed

Mrs ***, Thank you for reaching out regarding this yet againAs we have stated in our email conversations, we have a vendor coming out to review your damagesThey will be able give both of us the necessary information to proceed in resolving this claim. We respect your opinion that the couch is irrepairable however, we strive to ensure we do the right thing by our customersIt would be irresponsible for us to assume a resolution for any of your damages without doing our due diligence.I have spoken with our vendor and they confirmed that you have confirmed an appointment time for 7/Everything is on the right track and proceeding as it shouldPlease allow us to couresy to perform our duties so we may provide you with the best service we can. Thank you, ***

The Two Men And A Truck team were excellent They were very professional and explained each step of the process along the way They also provided great suggestions on how to best pack and move itemsThe scheduling was easy and flexible, we had many changes in our timeline and they were able to accommodate every shiftGreat service and competitively priced

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
I never agreed the $The check is not accepeted nor cashed
Regards,
*** ***

We used Two Men and a Truck to move us in July I obtained a moving estimate over the phone with one of their CSRs in JuneI went through the house room by room and named the large items, all furniture, and bulky items such as weight bench, treadmill, and pianoI was emphatic about the piano since I know pianos often require separate piano movers to moveThe CSR assured me that Two Men and a Truck could move the piano, no problemAfter I listed the items in our two bedroom home and estimating how many boxes of boxed items we had, the CSR gave me an estimate that included THREE movers and ONE truck, at a particular price
When the movers showed up on moving day, they began to check our household items against their inventoryThe inventory did not show the same items we had in our house, most importantly, the PIANOThe movers showed up with no proper equipment for moving a piano, yet they did not tell us of the discrepancyThey simply attempted to move the piano anywayThey managed to get the piano to the new home, but they announced that they could not "guarantee that they would not damage our steps" if they attempted to move it into the new homeWe appreciated this honesty, but this was not our agreementWe had to have them leave the piano in the garage, and we hired piano movers at a cost of $the next day to move the piano into the home from the garage
In addition to having major items missing from their inventory sheet, despite my clear conversation with the CSR over the phone, the move took approximately hours to complete what was supposed to have been a roughly hour moveFinally, Two Men and a Truck wanted to charge us 33% more than their original estimate, based on hours of laborWe refused to pay this amount, since the hours of labor and number of movers were their responsibility to anticipateAfter some difficulty, we managed to negotiate our bill down to something nearer to our original estimateHowever, the problem of the piano remained
I had several back and forths via email with *** during which I was treated with condescensionI explained the discrepancy on the movers' inventory sheet as well as the major foul up with the piano, but Mr*** never made any pretense of inquiring about the matterI gave him the name of the CSR who failed to note our items accurately, as well as the names of the movers who moved usI asked, even urged, him to investigate the matterNever did Mr*** offer to investigate the matter at allInstead, he treated me extremely unprofessionally and dismissivelyAfter much back and forth, I finally managed to get the company to reimburse me for the cost of the piano movers
This StLouis franchise was unprofessional in its handling of our move and of our grievances afterwardMr*** was unpleasant and condescendingI do not recommend them to anyoneThe movers who moved us were the best of the bunch, but they were unfortunately caught in the middle of a major foul-up

Service Line Warranties has twice sent me a bill stating a "previous balance", when in fact there was no previous balance due The first time, it took me two letters to them to straighten it out The second time, the bill was just received I have not paid it yet

I called on Sept to make a monthly payment of $(which was the amount on my bill) The girl (Fatima) called me back to tell me she charged me $and would get a credit sent to my account I called to follow up on the 10th and was told the credit was not entered but this girl (I was so angry I didn't get her name) told me she had it sent Once again, I called back on the 13th and talked to Trey who told me it was never done and HE would get it done I called back the week of the 17th and talked to an EXTREMELY rude girl who told me it was pending She refused to give me any other person or supervisor, she refused to give me any phone #'s to contact corporate I called back AGAIN later that week and was told, by another girl, a check had been mailed out I was SO angry I got neither girls names On Sept I called and talked to Marco who told me the credit was still pending approval Marco told me he would call me back within days??? I requested a corporate phone

I used Two Men and A Truck for a move into my new home They we efficient, friendly, timely and FUN! I highly recommend Two Men and A Truck and frequently sayMen....They are the BOMB! Will use everytime I move!

Initial Business Response /* (1000, 6, 2015/01/22) */
The movers used for this job were non smokers and smoker, the smoker is the one the consumer praisedThey have overexaggerated the damages and price of damaged itemsWe have asked for list of these items and the refused to give us
any information about the damage or the itemsI do admit that when they were carrying the mattress in the wind caught it and it did blow on the groundWe offered to have it cleaned and when the person who we hired to their home and started cleaning the consumer told them to stop and refused to let me continueWe have offered $for the mattress or to pay for them to hire someone else to clean the mattressThey refusedWe also offered to remove hour off of the billThey will not negotiate with us when we offer to help themThey did sign off on the insurance and I will send a copy of the contract
***

TO WHOM IT MAY CONCERN This damage was turned over to our furniture repair vender. That vender was back logged and delayed in getting to Mr***. I would like to apologize for this delay. The vender has been in contact with Mr*** and is on the venders schedule for
repair. Thank you so much. D*** ***

Hi ***,
I am sorry to hear that you were not satisfied with our
resolution for the issues on your move, which was a courtesy refund of two
hours, in addition to providing an extra crew member at no additional
cost.
We were surprised to hear that the issues you described
began on the first day of our serviceAt that point, you were under no
obligation to move with us the next day and we would have been happy to cancel
your move had you requested thisWe certainly wouldn’t want you to move with
us if you were uncomfortableThat’s why we confirmed that you would like to
continue your move on the following day and you agreedYou also stated that
sending the same crew would be fine by you
We have not received any communication from you since the
completion of your moveWe have only heard from your aunt, who lives in
another state and was not present during the move. She had also repeatedly
contacted our individual employees on their cell phonesPlease understand that
it is difficult to work with someone who was not present during your move and
not listed in your customer file
We understand the additional stress military moves can
entail, and have sincerely tried to provide solutions at each step during your
moveIn fact, the manager who came out to your move is a veteran, and our
operations manager who spoke with your aunt is a military wifeWe feel we
offered a fair and reasonable resolution by discounting your move and providing
additional labor at no cost to you, therefore we will not be able to offer
further refundsIf you would like to speak with a manager, we encourage you to
contact us at 858-877-
Sincerely,
*** *** ***

I have a warranty on my water line through Service Line of America I had an inspection of my home as I am selling it and during the inspection, they found what they believe may be an issue with the line and asked my to have it checked out I filed my claim with Service Line of America and they told me the contractor would follthe next day by noon to schedule a time to look at my water line That never happened and over the course of the week (the claim was filed Monday morning and it is now Friday evening) I have had several calls with Service Line of America trying to get someone to call me to schedule a time to look at my water line but to no avail Apparently with this organization, they put in a request to a contractor and then don't accept any responsibility to folland make sure their contractors are actually following up with the warranty holder, even though I am paying them to warranty the line I finally had to give up and schedule a time with a local plumb

The bill was for the billable hours the crew worked on your job. The customer also signed at the bottom of the job sheet that the job was completed for the amount of time on the job sheet and signed the contract to run payment for that amount. The job sheet is attached

Mrs***, *** *** has sent you an email with our final offer of $1,for the damaged items As per the contract signed by yourself the payout for damages is per pound We are going above and beyond those agreed to terms Please contact the office at *** or by email at *** Thank you

I signed up and paid for one year of Water line service and was told that I would have a one month waiting period before service is renderedThat is all fine and good, but I found out that the one month was part of my year of serviceWhy am I charged for the waiting period month? I am actually receiving months of service but paying for monthsThe customer service person said that its very little money for that month, I was the only one to complain about it and if I don't like the feeling of being taken advantage of, don't buy it All of which misses the pointThe bottom line is I'm paying for months but only getting months of serviceIf I have to wait a month, my service time should start after that month