Two Men and A Truck

Hi ***,
I apologize for the concerns you have from your recent pack and move with Two Men And A TruckWe strive to exceed our customer’s satisfaction on every move and we are sorry to hear this was not the caseOur professional packers and movers are trained to handle each and every item
with careWe wrap each item with packing paper for proper protection and this may have caused the pack to go longer then you had plannedI apologize if this is not what you expected
In addition, we are sorry one of your crew members had leave during the move due to a family emergencyWe understand this may have been an inconvenience to you, which is why our assistant operations manager, ***, came out with a replacement crew member as soon as possible*** also stayed as a third packer, uncharged, to ensure we completed the pack that dayAnd as
a courtesy we refunded two-hours back to you, a total of $We are sorry you were not satisfied with this resolution
We do appreciate your business and apologize for any inconvenience caused
Sincerely,
*** *** ***

[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
Regards,
*** ***

As stated previously, the piece was repaired by a second vendor per customer's request. It was inspected by a veteran supervisor and mover before picking up from vendor. Prior to delivery it was inspected again by another supervisor and found to be fully repaired. The item was delivered back to the customer. The photos show damage before all repair was completed

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
The original estimate was $At this time they required and I paid a $depositWhen the move was completed they charged me an additional $This brought the total charge to $This is $over the estimate.It is true that there were additional items moved then what was originally estimatedThe individual who made the estimate was told there where some items in the garage that had to be movedThey were not interested in seeing themThey told me at the time that the move would require more the one trip to complete the move but in that the distance of the move was so short it would not effect the original estimate.The second truck was suggested by the movers at the time and they explained it would cut the time to complete the move and actually result in a savings to me.I think now that it was suggested to reduce the the work that they would of had to do.As to the items that were not moved which were originally showen to the original estimate, the movers told my wife that I told them to not move them.This was an out and out lieI never made this statement.Further, I tried for over a week to contact the manager (John)He was never available to take my call and never returned my call so that this could be resolved.This could have been resolved in a much more hospitable manner.So in short There were items added to the moveHow ever there were items in the original estimate that were not movedAnd they charged me over hours more over there original estimate

The customer received hours of labor ($432) at no charge for the end portion of the move. We are also refunding the customer $out of customer service for the issues experienced during her move

Quoted a price then when finished gave me another price and a made up travel time$an hour you would think that they would send men not young kids that could barely carry 20LBS I have moved before and never had kids move me that struggle to carry 20LBS They would start in one room then move things and go to another and then another no organization at allI had to tell them at least time everything is going

Mrs*** we are willing to come out and install the legs on the items that you have listed but we are not responsible for any damage to boxes that we did not pack On Franchise Manager tried to reach out last week and left a detailed voice mail at the number we have for you Can
you please reach out to our office and ask for *** at *** or ***twomen.com Thank you and we look forward to trying to resolve these issues

Staircase was very tight and very hard to get it down they never complained and did a great job

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[The response given only proves Two Men and a Truck staff/management are liarsAre you saying you contacted me on a Sunday (the day after I moved)? No way, I called the business on Monday and Tuesday for a responseI also told the manager (***) that I had no complaints other than MY ITEMS BROKEN and THE MOVERS MAKING ME CLEAN UP THE DAMAGEI had no idea I would have to call for MONTHS to get my situation resolvedI had no idea I would get mislead into believing that the business would have my best interest by taking my glass to a company for repairsYou gave me the run around for weeks then lied about taking my glass to *** Glass Company for an estimate and repairsA picture of the "pound lamp glass" is attached as well as the "same pound" table glass.]Regards,*** ***

I reached out to Mr*** about his futon and left him a voice mail We have paid out for damages to Mr***'s items and had a repair vendor repair other damages We have had a change in management and I had no information about a futon We will definitely work with Mr*** to get his futon either repaired or take care of him based on the valuation options he choose to protect his items. Thanks

Initial Business Response /* (1000, 5, 2015/07/30) */
We acknowledged the damage to the televisionOur Terms and Conditions clearly states that with our Standard Valuation, that we offer fair market value of the article damagedThe fair market value of any article of household good shall be
determined by subtracting the applicable amount of depreciation from the purchase price paid by the shipper for that articleWe are willing to give the customer the $for the damaged article, but we are keeping itThe customer has a copy of the Terms and ConditionsI am happy to send you a copy for review alsoWe can issue a check immediately for the customer, and pick up the damaged televisionThank you

To whom it may concern,We are aware of the damage to the door and were actually onsite the same day as the damage occurred*** apartments made it well known that the door had been replaced recently and that they would be wanting a new door and frame immediatelyI informed *** with ***
Apartments that we would be glad to have our vendor take a look at the damage; from there IF it required replacement then that is the route we would go but if we could repair the damaged area to it's original condition then we would choose that optionThis is clearly outlined as our right in our contract. Our vendor deemed the frame and door damage to be fairly minimalAlthough the door was not functional at the time and the frame had a dent in it, repairs we absolutely an optionI emailed *** Apartments (email is attached) outlining our options to have our vendor out to take care of the repairs, OR we could cut them a checkUnfortunately *** did not feel this made them whole and refused to accept that we had this optionI have attached our contract signed by Mr*** outlining the claims option that Mr*** selectedOption 2, page of our contract (attached) reads "Carrier's Liability shall not exceed the cost of repairing or replacing the property lost or damaged..." etc. When I spoke with Mr*** on the phone I informed him that I could understand his frustrationI explained to him that they should not be coming after him for something that has been reconciledThe repairs could have been completed easily without replacementUnfortunately *** does not understand thisWhen talking to Mr*** I compared it to buying a car, driving the car off of the dealers lot and getting into an accidentOne does not simply walk back up to the dealership and have their insurance pay for a new car and hand them the keysThe car has already depreciated from it's original value and in most cases the car that was involved in the accident can be repaired. During our conversation Mr*** also let it slip that he has lived in and worked for *** Apartments for some time nowI am not sure how much weight that holds but in my opinion Mr*** has been on sided in this situation as well. We do not deny a damage occurredWe as a company went onsite and deemed that we needed to bring a professional in, which we didWe offered to repair and restore the damaged door and frame back to it's original condition both cosmetically and functionallyI am not sure what else *** Apartments & Mr*** are looking for, we have fulfilled our contractual obligations along with attempting to make any/all repairs the the damaged item. Any questions regarding the above remarks or attachments please reach out. *** ***

Initial Business Response /* (1000, 5, 2015/12/11) */
TWO MEN AND A TRUCK performed a move for this customer and her brother on November 6th, She called and spoke to one of our customer service representatives and made arrangements for the move on November 2nd, At that time our
representative asked for details about the move such as the addresses we would be moving from and to, what items were to be moved, etcOur representative explained our service terms and conditions, our billing rates and policies, the estimated start time and the estimated cost based on the information she received from the customerOur representative then e-mailed this information to the customer in the form of a Pre-Move Confirmation Letter (I've attached a copy of this letter for your reference)The estimated start time window and estimated cost was explained to this customer verbally when she arranged for the move on Nov2nd, and was provided for her in writing in the e-mail she received that same day
On Nov6th our moving crew arrived at the load location at approximately 2:30, well within the estimated 12:- 3:arrival time windowThe customer was not present at the load location at the time our crew arrived; only her brother was thereOur crew found the customers belongings to be poorly packed, poorly labeled, and very disorganized, but they loaded all of the items as instructed by the customer's brotherThey departed for the unload when the brother said everything that needed to go had been loadedIf any items that should have been moved were left behind, it was because the brother did not indicate to our crew they should be moved
There were two locations for our crew to unload at; the customer's new apartment building and her brother's storage facilityAt the apartment building our crew unloaded as instructed to the best of their ability, but because the boxes and other items were poorly labeled and disorganized, our crew had a difficult time distinguishing what was to be unloaded at the apartment and what was to stay on the truck to go to the storage unitOur crew ended up delivering tote boxes to the apartment that were supposed to stay on the truckWhen the mistake was noticed, our crew corrected the mistake and re-loaded those totes onto the truckOur Operations Manager spoke to the customer's brother on the phone while the move was still taking place and agreed to deduct minutes of time ($90.00) from the customer's bill to compensate for the mistake
Our crew proceeded to the storage facility and unloaded the remaining itemsThe entire job took our crew a total of hours to completeAfter deducting minutes of time to compensate for the mistake with the totes, the total time we billed the customer for was hoursOur billing policy is to charge for our service by the hour (in 15-minute increments) for the amount of time the job actually takesAn estimate is given to inform the customer of an approximate cost and to allow us to schedule our moving crews appropriately, but we bill based on actual timeOur billing rate was $per hour as quoted, so the bill presented to the customer at the completion of her job was $900.00, which was within her estimated costThe customer did not dispute that the job actually took this amount of time, or that she was billed for more time than the job took or at a higher rate than was quotedThe customer just believes, in her opinion, it shouldn't have taken that long, so she refused to pay her bill
I spoke with the customer in the days following the moveI listened to her concerns, completed a damage report for the TV stand she claimed was damaged, and promised her I would speak with our crew for their account of the move and follow up with herI followed up with the customer a few days later and told her that since our crew arrived for her move within the estimated time window and the job was completed within the estimated time, no additional credits or discounts would be given just because in her opinion it could have gone fasterI also let her know that I would compensate her for the damaged TV stand once she had paid for her move in full, in accordance with the terms of our damage policy as explained in our Pre-Move Confirmation LetterAt this point, the customer still has not paid her bill
At TWO MEN AND A TRUCK, we try our best to exceed our customer's expectations and provide excellent service to all of our customersWe explain our service to the best of our ability both verbally and in writing, and we strive to live up to the promises we makeIn this case, we arrived when we said we would, we did the job within the time we estimated at the billing rate we quoted, and we've taken responsibility for the item that was damagedWe have lived up to the terms and conditions we promised prior to the move and that she agreed toTherefore, we do not feel this customer is entitled to any additional discounts on her bill
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the boxes were not poorly marked and everything was not in disarray, besides isn't it a move so it's not coming to look perfectSaying that, the boxes were clearly marked ***'s bedroom,***'s kitchen etc,etc,etcMy brother's were marked ***'s storage, ***'s clothes etc,etc,etcSimple instructions were given to the movers, but they loaded the way they wantedSo they had to back track and that wasted time! Not mention damaged property
Final Business Response /* (4000, 9, 2015/12/18) */
This customer believes her items were clearly marked and her instructions were simpleThat is her opinionMy crew disagrees, but again, that is just their opinionThe fact is we arrived when we said we would, we charged the rate we quoted and the final price came within the estimated amount that this customer agreed toWe have already discounted her move to compensate for a mistake made by our crew and I have already accepted responsibility and have made a compensation offer for the item that was damagedWe have already done everything this customer has asked us to do and we provided the service we were hired to do in accordance with the terms and conditions she agreed toWe are not going to discount her bill further just because she thinks we should

This is the first time I have used professional movers and I was impressed with the communication and professionalism from the very first contact The office staff was on point from the beginning and the crew that came out on 10/2/to move us was great They were professional, took care of our belongings and were very personable, they made a stressful time into a very good experience I would recommend this company hands down from start to finish!

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
The business fails to address the main issues brought against them that their ad was misleading and falseI do not agree with the assertions the owner is making of phone conversations we had in which I supposedly said certain thingsThis is and cannot be substantiatedAll material I have provided is factual evidence that the business falsely advertised a product it was representing, right down to falsely stating the town location of the property in its advertisements and promotionsA review of the material I previously provided clearly documents this fact.I hope that we can stick with factual evidence in coming to a resolution on this matter as the business owner continues to circumvent the main issues and draw upon supposed things that were said during conversations, which I completely disagree with.I believe the Revdex.com has the pictures that were submitted to substantiate my claims and I look forward pursuing this matter to the full intentI am asking that my money be refunded
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have attached the invoice for the moving charges as proof of payment for services rendered
Regards,
*** ***

*** *** *** ***
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I had in excess of $175,profit in the equity from the sale of my homeI had it free and clearI had not yet found a home to purchase so my budget was very largeI in no way shape or form asked two men and a truck to only move 60% to 70% of my homeAnd the estimate from two men and a truck clearly states my home goods to be at 102.43% .I have that in wrighting because that is the estimate they gave meI was told the remaining 2.43% would fit in a small *** trailerI had an exteive phone conversation with the estimator as to what truck what size hitch and what to rent The statement from two men and a truck of me saying I had a low budget, is false I never said I have a low budget because I didntI am going on record and saying TWO MEN AND A TRUCK ARE LYINGI have the proof from their estimateBecause of the wrong estimate I ended up throwing away 10% to 20% of My belongingsMyself my family and two extra hires men worked until midnight on the day two men and a truck were moving meAnd my mother and myself until the next day taking things to the thrift store to donate and throwing things in the dumpster that would not fit in our pick up.it was tiresome and too hard of work seeing my.mother is over years old and I was suffering from frozen shoulderAgain I did not ask Two Men And a truck for only one truckIt was the other way aroundI made the comment, I NEED MEN AND TRUCKSTHEY ARE LYING AND MAKING STATEMENTSI PAID THEM $3,and I want a full refund because of the complete failure of the service they gave me.*** ***

Initial Business Response /* (1000, 7, 2015/07/16) */
This was a bad experience for everybodyI am willing to give Mr*** the $he requested

This claim is unable to be honored due to time lapse.  We have a 90 day period in which we honor claims.  The claims that were made right after the move were honored and the furniture was repaired back in 2016. The recent claims were made over 300 days after the move date therefore we are...

unable to honor these claims.

Complaint: [redacted]
I am rejecting this response because: I also believe $2,057 and 12 hours for three men was not what we...

agreed to and the work should not have taken that long. We agreed to a maximum of 6 hours and that is all I want to pay for. I feel the items in the response are acceptable for those particular issues, however, I still believe we are being overcharged by approximately $800.
Sincerely,
[redacted]