Two Men and A Truck

Incredibly horrible service
I contacted SLWA on Wednesday 8/at 8:30am I reported a break in my main sewer line I was told a contractor would call me within minutes No calls I called back to SLWA a total of four times on 8/ No contractor ever called During those calls with various "customer service" representatives, I was told that the contractor would be calling soon, that I should not call the contractor myself, and that the contractor would "definitely call by this evening." It never happened SLWA told me that a contractor was required to visit my home within hours Didn't happen
On Thursday, 8/at 8am, I called SWLA again A contractor called at 8:and said they would be at my house between 1-5pm *** *** in Dallas, TX came to my home at about 3pm on 9/ The technician acted like everything about this service call was a bother to him *** *** never communicated to me anything that they did I called SLWA around 5pm and

On April 28th, I called Service Line Warranties due to a sewer back up in our toilet downstairs One of your contractors came; removed the toilet to get access to the sewer line but he refused to use his camera to go in under the toilet because to quote him, " I did not want to damage my camera." Instead, he suggested to install a clean out access for $which is not covered by the insurance I was willing to install this IF this will resolve the issueHe temporarily cleared the blockageWhen he put back the toilet, we noticed he did not change the toilet wax ringAfter days, the back up started againand we got the same contractor and again, temporarily cleared the back up On May 9th, it started to back up again I finally called another plumbing company which I paid on my own who was willing to get their camera under the toilet to check the root of the problem They did a very thorough job; checked the exhaust; went underneath to check the pipes; removed the toilet (which by the way was not properly sealed by the previous plumber which caused the flooding on the bathroom floor); and was able to get the camera through the toilet to detect the issueThe video showed that there were gaps in the sewer pipe caused by dirt and roots which was causing the back up The plumbing company provided an estimate for the sewer pipe replacement I called SLW this morning and requested to have a plumber within their network who is willing to use their camera inspect the sewer pipe to confirm the findings of the other plumber I usedThe person I spoke to said I will get the same plumber because he is the ONLY ONE in the network within the areaI was also told that the only option I have right now is to install a cleanout accessWhy spend $for an outside cleanout access if other plumbers can access the sewer from the toilet? I will be writing to the Business Management Team of Service Line Warranties to raise my concern and maybe they will be more willing to work with us on this issue

On August 28, I emailed Melissa M*** after our telephone conversation of reimbursing me the $that I paid a plumbing to rod out my kitchen sinkMelissa called me while I was at work to inform me she was going to resend their plumber back out to rod my kitchen sinkI told her since their plumber acted like he did not want to do the work ( rodding my kitchen sink)I also told Melissa that I called the company ( SLWOA) and the customer service lady told me my case was closed and her attitude was horribleThe lady told me was I was on my own to get my kitchen sink rodded and they ( SLWOA) would not be sending anyone else back outI asked the lady so this means I am *** out and I pay your company for a service and again she had a nasty flip attitude Melissa apologized and said she was sending the plumber back to my house today to rod my kitchen sinkI told her that since the customer service lady informed me that I was on my own that my husband called another plu

Alex, George and Akeem from Two Men and a Truck were amazing movers They were extremely polite, courteous, quick, and remembered where to place the furniture in our new home They even covered our new hard wood floors with mats to protect them I didn't have to follow them around the house making sure they didn't hit the walls or damage the floors I was able to focus on other parts of our move Instead of a handshake when the job was over I gave them a hug! Thanks Alex, George & Akeem!!

My fiancee' arranged for the this company to move my property Therefore, even though *** ***'s name is listed, my signature is on this compliant form (see attached) Also, I have been in correspondence through emails and telephone calls and visits with the company Several
days after the move, the company contacted *** *** and he referred them to me Since that date, the company has only been corresponding with me, *** ***

We received notice of your complaint to the Revdex.com (***)I apologize that you were upset regarding our inability to perform your moveWhenever we see the possibility that a move may require additional trucks and/or movers, it is our policy
to explain this to the customer as soon as possibleWhen a customer is unwilling to pay for the services needed to complete their move, we do our best to make accommodationsOccasionally we are unable to come to an agreement with the customer, and we are unable to perform the move, as was the case on Saturday
Regarding charges to your card, we have not charged you for servicesAt the beginning of each move we perform an authorization on the credit card the customer provides for paymentSince we were not able to perform your move, we released the authorization and no funds were taken from your accountI’ve attached a copy of the voided authorization for your records (See “Transaction type: Void”)Your bank may take a few days to reflect thisIf you have any questions regarding charges you are welcome to contact me
Our goal is to exceed each customer’s expectations, and I’m sorry we were unable to make that happen
Sincerely,
Alicia Sorber Gallegos

I have been a paying customer to service line warrantys for approxyrs, all of a sudden I cant log in to pay my premium It says that my password is invalid, I clicked on forgot pass word and after answering questions, it said I answered them correctly and a temp password was mailed to me I have done this several times and it never sends a temp password I called and talked to a david who told me they were updating the computer and in a cpll of days I could log in, well I get the same thing after weeks of tryingI then asked if I could pay over the phone and he said yeshe took all the info and then said that he couldn't give me a confirmation number as the computer hasn't given him one, well it never came out of my bank account so I can assume it wasn't paid I called back a few days later and a different guy answered, I told him of the problem and he said he couldn't do anything about it that I needed to talk to david and he only works on weekendshe took my info and ph

Our Move Manager called and left a message with Ms*** to contact us about the missing kegerator cover. We are waiting for a return call. Once we are in contact with Mr***, we will discuss a resolution

I have been trying to pay my September payment for over a week nowEverytime I try the website is not workingBy the time I get off of work their phone system is off due to business hours
I would never give these people direct access to my bank account for automatic withdrawlsI am not sure what to do except mail them my paymentDue to not having checks this means I have to purchase a $money order which I shouldn't have to do

One of the best companies I've had the pleasure to work with They installed a Lennux furnace in my mother-in-laws home and did should a good job that I am having them install an upgraded furnace to my own home
If you are looking to replace a furnace this is the company you want
Thank you *** and crew You are very professional Keep up the great work and you will be around for time to come

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I am rejecting Two Men and a Truck statement because it is an out right lieThe paperwork I have clearly shows the estimate of my whole house contents adding up to %The other attachment shows a payment to a dumpster companyIt was so hard to throw away some of my bellongingsIf the estimate had been right two man and a truck would have given me trucks, and I wish they had. *** ***

Mr*** our Franchise Manager *** reached out to last week and we are paying out $to you for the unrepairable items and we are having *** *** our repair vendor coming to repair the other damages

I had called SLWA to inquire about the benefit optionsI provided contact information but was clear that I did NOT want to sign up for an account and create a balanceThe customer service agent confirmed I would not have an account balance after the phone callOf course, I am now receiving billsEither the customer service representative is not knowledgeable, untruthful, or the company has a poor processI cannot now setup an online account to contact SWLA despite attempting to register onlineThey are not currently available by phonePeople responding to advertisements should respond with caution as your requests may not be honored

Initial Business Response /* (1000, 5, 2016/03/18) */
Our goal at TWO MEN AND A TRUCK(r) is to exceed our customers' expectationsWhen at fault, we have a record of acknowledging our mistakes and correcting appropriatelyIn this case, we have taken the appropriate steps toward resolving this
issueAfter review, we do not feel these damages occurred during the time of our moving crew being onsiteBelow are the findings of our investigation into this claim
Our Move Manager came out during the move and no damages were reported at that timeThe type of damage we are seeing in the photos is not consistent with moving equipment and not consistent with the items we movedEven if boxes were pushed across a floor, they would not cause the extent of damage that is seen in the photos presented
Notes from the Move Manager the day of the move indicate Ms*** was not prepared for the movers to arriveShe was still packing boxes which slows down the move
The boxes she packed were not labeled with the location where she wanted them moved
This damage claim was not filed for almost monthsIn our opinion, if this much damage was being done the day of the move, the customer would have stopped the crew from continuing and/or call our office to speak to a manager? In addition, Ms*** had an opportunity to talk to the Move Manager that came on site the day of the move but nothing was mentioned then
In regard to the overage of hours, moves of this type are based on weight and distance - time is not part of the estimated priceBut, as far as hours going over what was estimated, this is inaccurate as we came in slightly less hours than were scheduled for truck internally
Based on this evidence, we at TWO MEN AND A TRUCK(r) have explored this completely and feel our decision to deny Ms***' claim is accurate and complete
Initial Consumer Rebuttal /* (3000, 7, 2016/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our Move Manager came out during the move and no damages were reported at that time: NO damages were reported at that time because I was in the middle of a move and as soon as moving men left I drove to Chicago so did not notice damages nor the amount of items that were left behind (movers told me all unmoved items were in the living room but in fact there were more boxes in an upstairs bedroomboxes/totes in total) until the following Monday when I returned to Springfieldat which time I called Two Men and a Truck immediately with all of my complaintsIf the movers had noticed any damages prior to them starting they would have had me sign an affidavit stating the damage was preexisting as they had sign an affidavit that stated they did not cause damages to one of my sofas so why would they not document other so called preexisting damages? When I called with complaints I was simply told "I will tell their manager you were dissatisfied." No apology no offer to finish move and I was never contacted by anyone about my complaintsThe type of damage we are seeing in the photos is not consistent with moving equipment: When the company asked me for photos of the floors and walls prior to the move I advised I did not have any but that both of my landlords would write affidavits confirming that the damage was not present prior to the moveI never heard back (and still have not) heard back from two men and a truck regarding this and instead I received an email denying all aspects of my claim.) If boxes were pushed across a floor, they would not cause the extent of damage that is seen in the photos presented:I watched the movers push my sectional sofa across the hardwood floor ON IT'S SIDE and had to ASK them to not do so and to pick it up to move it (had I known I would have so much trouble I would have taken pictures of all of the things that they were doing wrong!) The sofa has one side that has a metal bolt and one side that has a metal connector for the bolts of the other pieces so that the pieces all fit together without moving) as well as two pieces have other metal hardware from the recliner built inI was told that all pieces of sofas and mattresses would be tightly wrapped in plastic wrap to prevent damages to said fabric during moveThey only did this to one piece of the largest sofa and then did not do it to any other piecesNo protective devices such as floor coverings, dolly padding, shoe covers, wall covers etcwere used by two men and a truckI even asked them to pad their dolly and not band it against stairs and I was told "don't worry I know what I am doing padding is not required") Ms*** was not prepared for the movers to arriveShe was still packing boxes which slows down the move: There was only one room that was not completely packed when the movers showed upmy walk in closetI had to wait for the movers to bring the wardrobe boxes that I purchased to pack all of my clothes intoI was done packing this room well before the movers were near done packing the truckEverything that was not being moved was labeled as such(Only a handful of items and none of the big appliancesThe boxes she packed were not labeled with the location where she wanted them moved: As soon as the movers arrived I showed them the house and explained to them how everything was labeled and sorted accordingly (they did not write down anything I told them even though I asked repeatedly if they needed to so that they would remember everything!) Not only was EVERY box labeled with WHERE it should go (exact room in apartment versus storage locker and exact list of contents of what was in each box) the boxes that were to go to storage were also labeled with bright RED duct tape to make identification even easier without having to read the labelsALSO every plastic Tupperware tote was going to storage and almost all of the cardboard boxes were going to apartmentagain appropriately labeled.) I had ALSO sorted all of the boxes and furniture into separate rooms based on where they were going! For instance all items in garage were going to storage and all items in living room to apartmentWhen movers arrived at house we discussed a plan of how to load the truck since I had made it so easy for the movers with the above mentioned techniques (which they stated no one had ever done before and they were extremely grateful.) We decided to load everything going to storage last since it was all totes/boxes, queen size bed, and one sofa (so that it would be easy to take off first) since that was our first stopAfter I finished packing closet into wardrobe boxes the movers brought I went outside and the truck was not packed how we discussed but things were randomly put in and not in a manner that was conducive to fitting all of my items but it more looked haphazardly packed with no items on the truck stacked higher than my head (I am only five feet tall) and movers claimed this was because they would be overweightObviously they are inexperienced since they were off on weight estimate by over lbs since I had an lb estimate and the truck only weighed a little over lbs (which is the minimum required for a long distance move.) Every single box and tote that were brought to the apartment that should have gone to storage was labeled as above and as the movers unloaded them off the truck they knew their mistake and apologizedI asked them to take the boxes that were brought to the apartment on accident to the storage location and they said they could not because the move took longer than they had planned and they were going to be in trouble with DOT for going over driving hours(A hotel should have been planned for them as they stated they can only be on for hours and with a four hour drive each way, two stops for unloading, and considering it took almost hours to pack the truck, it should have been anticipated that they would be over that hour limit since according to the movers only one of them was licensed to drive the truck)They were in such a hurry that when unloading the truck all boxes were just dumped into one room rather than placed into the rooms they belonged inThis damage claim was not filed for almost months: It took almost two months to turn in claim because paperwork stated that I had to have estimates from professionals on cost of repairThis is difficult to schedule for damages for two locations that are three hours apart from each other so it took time to get both scheduled and done during a time I could be present because I do work full timeI was told my claim was denied because I did not have preexisting photos to prove the movers caused the damage (who takes photos of their floors and walls prior to a move?) It would always take 1-weeks or longer to get any sort of response from two men and a truck when I had questions and for follow up on my claim, also leading to extended time to submit claim (and I still have not received a response to my last email or multiple phone calls placed over one month ago)In regard to the overage of hours: If they were under hours why did they say that they could not complete the move on the second day and take items where they belonged? Why did they hurry so much and complain over and over again (I have witnesses than can attest to this) about how they were going to be over hours and their boss was going to be *** because they were going to have to stay in a hotel because they would be over DOT regulations for driving? My estimate states that there would be THREE movers and there were only TWO but I still paid the same amount of moneyI maintain all damages claimed were caused by movers other than wear and tear on living room hardwood floors as my landlord and I repainted entire house two weeks before move and she saw no damages for which she was going to keep my security deposit (if there were such extensive damages to floor she would have written them down at that time and kept my security deposit.)Damages to new apartment are quite obviously from movers as it is brand new and was pristine until they caused damages to floors, scratched door, and scratched/dented fridge Attached are photos with explanations of some of the indicated damages
Final Business Response /* (4000, 9, 2016/03/31) */
As stated before, our investigation into this has determined MsWell's claims are inconsistent and there are multiple discrepancies with her claimsWe don't feel continuing to disagree in a public forum is going to resolve thisOur current findings are complete based on the information givenIf there are more concerns, Ms*** is welcome to contact our office at XXX-XXX-XXXX

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once again, the owner of this business fails to address the issues raised and photographed as proofHe keeps attacking my character instead of the issue (and I don't even know the man)The evidence, the photographs, speak for themselves. The cockroaches were not found in the garage, as he so claims, but in the bedroom and the kitchen.The business owner has yet to address the complaint that he fraudulently lists the property in his advertisement as "Luxury Poipu Property" when the property is not actually located in Poipu, but in a less desirable city.I wish the owner would address the issues, not focus on trying to assault my character (when I don't even know who he is and we've never once met).My request for a complete refund remainsAn undisclosed check for $arrived in a plain, hand signed envelope from HawaiiI presume this is some form of refund, but there was no note as to the meaning of the checkI have not cashed it, nor do I intend toMy request is for a complete refund for fraudulent and misleading advertisingI am also requesting that the business owner revise his advertisement for the property to truthfully represent its location and other details so that other unsuspecting and honest individuals and families don't have to experience what we have with this highly disreputable company
Regards,
*** *** ***

Complaint: ***
I am rejecting this response because:
oire After I sent the photos she said that it was not necessary for her to come to my home because she could tell that the repairs were substandard Not only did their selected vendor do an unprofessional job, the work was shoddy and looked like they went tried to save money and repair it themselves To make matters worse, they delivered it to my "new" home loaded with a layer of dust thick enough to write on This has been the attitude of Julie Allen throughout the process - just hurry up so that "she" will go away" The repair looked like rippled contact paper that had been affixed to a lumpy surface and they didn't even try to match my cabinetry( Two Men also damaged my granite countertops on my nightstands but later repaired them.)
When I commented on how bad the condition was, Julie Allen assured me and I insisted that they would use a "different" vendor - either this one was worse than the first or they gave the original vendor a second time I was given at least two different delivery dates - when they didn't meet the first date Julie said that the repairs were not satisfactory to them She later sent emails telling me to expect it and when I followed up she said she was waiting on the vendor to tell her when it would be readyWhen it was delivered on Monday I refused to sign that the work was done in satisfactory condition (see attached photos); the glue is sloppily repaired, it looks like globs of yellow running over the top of the wood and they didn't even try to be neat The cut out where the tv set goes has been torn - new damage I have uploaded photos of the repairs indicating what they are claiming to be was "professionally done" craftsmanship It is not satisfactory and they have greatly devalued my furniture, not to mention the months they we have been unable to use the armoireThese so called "professional" movers damaged my armoire by haphazardly stacking chairs on top of it and it resulted into a two foot hole in the roof of the armoire that they are refusing to repair or replace I paid over $to Two Men and a Truck for the privilege of having my furniture severly damaged and mysteriously missing
Sincerely,
*** ***

Dear ***
I apologize, we would not be able to refund you the full amount of your move due to the fact that services agreed upon were providedWe are very sorry that your dresser was damaged during the process and I understand you are not satisfied with the refund provided, that is the most we can offerAgain, I apologize and thank you for your feedback
Sincerely,
*** ***
Sales Manager

We are actively working with this customer to resolve his concerns. Our General Manager has been looking into replacement of the dresser. We have also been working with our wood furniture repair vendor. We will have a final resolution for this customer very soon. In regards to
the missing money I have yet to hear from the police department that the customer said he contacted. I am unable to aid in the investigation without first speaking with the police department handling the report

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.No offer of resolution was made by the businessThey continue to disagree with my evaluation of the services receivedI also disagree with the assertion that no forward notice was provided that dishes (for a single person) would need to be packedIf that was the case, it would not be necessary to quote me the prices of boxes and dish wrapI agree the original estimate was for 3.5-hours, but that does not mean they should automatically take this time to perform the task (especially when steps were taken by their team to curtail time)A disassembled bed, dresser, couch, coffee table, a couple of chairs, a couple of end tables, and packed dishes should not take people hours to love miles! As much as the business stands by their disagreement, I stand by my complaint and belief this company simply ripped me off.Regards,*** ***

I spoke to *** *** yesterday over the phoneI have agreed to reschedule her mover for December 5thand apply her existing deposit toward that move.We have resolved this matter and she seems very pleasedI consider this matter closed