Two Men and A Truck

Hello [redacted]     I received you concerns from the Revdex.com and I re-opened your file to have a look at your concerns.  I see that you received some compensation, but not nearly what you felt is fair.  Out of customer service I would like to provide you with an additional...

refund of 1.5 hours’ worth of time ($201).  This refund will be applied to the card ending in [redacted]  Please allow 7-10 days for this amount to reflect in your account.          Thank you,   [redacted]Customer Satisfaction DepartmentTWO MEN AND A TRUCK®     Tell us why here...

Dear Ms. [redacted],We have received you letter from the Revdex.com and another inquiry from the [redacted]. I was going to call you as I could not completely understand the email's you sent to our Peoria manager, however you letter to the Revdex.com, which our manager forwarded to me seems to be clear. You raised...

three issues and I want to clarify what we can or cannot do about each of them. First, we looked into it. You were not overcharged for the move. All of customers are charged from the time our truck leaves our office until it returns to our office. We stated this on the telephone conversations you had with our office and also it states this on our confirmation letter to you, plus on the paperwork you signed on the day of the move. We have GPS on all our trucks and after you initially inquired about the overcharge, we checked the GPS. You were not over charged. Second, our goal is to exceed our customer's expectations. When it becomes obvious that we cannot do such, we usually do not contract to move that customer. We DID NOT move you out of the storage unit based on your feedback. (Unfortunately, sometimes damages do occur. The [redacted] estimates that as many as 75% of all moves have some damages, and our track record is well below that, closer to 2%). We have moved multiple people who have had damages, but we moved them again. We always try to take care of damages. We felt we could not exceed your expectations.Third, when damages occur that we are responsible for, our first plan is to repair or replace said item(s). You stated that the legs of your sofa were marred, so we first wanted to send a repair person from one of our licensed repair facilities to look at the damages, determine whether they thought the damage was done by us, and if so, to repair said legs. If they thought the could not repair the legs, then they would have replaced them. Then bent lid on the hamper is another matter. It probably could not be repaired, so we would have found a replacement on either e-bay or Craig's list and purchased it.I am sorry that you thought you were getting the run around, however, we were following the [redacted] rules and regulations which govern moving companies. You are correct that repairing or replacing the legs and replacing the hamper would have been more expensive, but we prefer to leave the customer whole rather than pay 30 cents per pound. You stated that you would be satisfied with $29.40 and in order to try to keep a customer happy, we have enclosed a check for $29.40 and are closing our file.We did not try to delay the process or obfuscate the procedure. Most customers are not too happy to accept 30 cents per item which is why we try to replace or repair all damages.Sincerely,[redacted], franchisee

Complaint: [redacted]
I am rejecting this response because:Once again I would like to state that I do not understand what's going on .The cabinet was reassembled last week by your staff therefore, I do not need service on Thursday, August the 4th. Again, my main complaint is about the poor customer service that I received which you continue to prove my point. 
Sincerely,
[redacted]

We rescheduled a time to come out to the customers home to take care of any existing issues with reassembly/positioning of furniture.  This is scheduled for 8/4/16 @ 12:00PM.  We did not locate the couch cushion after searching therefore we provided the customer with a settlement for that piece.  Thank you

To Whom It May Concern: After reviewing everything with [redacted]'s move with our company, I want to apologize to Her for not meeting her expectations.  We take customer service very seriously and will correct the issuesthat were wrong in this case for the future. ...

[redacted] is asking for $188.00 and $200.00.  I am sending her a check for $688.00.  This is what she is asking for plus an additional $300.00 for us notproviding the service up to our standards.  I hope that she can except this apology and give us a chance the earn her business again in the future.  Thank you. Sincerely, [redacted]

Mrs. [redacted] used our services on 6/9/2015 and again on 7/25/2015.
The singular issue our office was notified of was a bed had been disassembled on
the first move that would need to be reassembled on the 2nd move. Our
crew whom performed Mrs. [redacted]’s first move was unavailable the day of...

the
second move. Mrs. [redacted] was concerned the move crew on 7/25 would not be able
to reassemble the bed correctly. Mrs. [redacted] called our office multiple times
during the day to voice her displeasure that she did not receive the same crew,
we assured her the crew she had on 7/25 was capable and trained to reassemble
the bed. Mrs. [redacted] called after the move requesting a refund for the inconvenience.
We did not feel that a discount was in order. There was never any mention of a
damaged coffee table in her multiple calls to our office.

Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: [redacted] General Manag
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@twomen.com
Mr. [redacted] has not paid his bill in full and therefore can not be processed through our claims department due to this. I...

have tried to contact him via telephone and email without response. Once Mr. [redacted] pays his bill in full we would be more than willing to settle all damage claims.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never received a call from Mr. [redacted]
My credit card was charged twice without any discussion of charges due (which was agreed to for the next day and NEVER did I receive a call) to the value of damage caused by complete carelessness and not following procedures.
Deduction of the moving charges can become part of the settlement. No further payment will be sent.
A complaint has been drafted and will be filed by weeks end if this claim is not settled.
And again, a judge would love to see all of the photos and videos. Which will then cost this moving company a much great value as attorney fees and court cost will be assessed.
As well as bad press.

Initial Business Response /* (1000, 10, 2016/09/01) */
On 6/1/2016 10:16:00AM [redacted] booked her move for 6/25/2016 Sales Order#XXXXX Start time set to 9:00:00 AM. And then on 6/1/2016 10:46:00AM [redacted] changed her mind so her Sales Order#XXXXX Start time set to 6/24/2016 9:00:00 AM.
And on...

6/14/2016 12:39:00 PM [redacted] called in to say , This move is already coordinated and the reservation paid for; there was an issue at the house with regards to a water main rupturing and the move date will have to be adjusted. Please contact me immediately. Thank you.
On 6/28/2016 12:39:00PM [redacted] called in and moved Sales Order#XXXXX Start time set to 7/28/2016 11:15:00AM
On 7/19/2016 1:17:00PM [redacted] called in and moved Sales Order#XXXXX Start time set to 8/6/2016 9:00:00AM
On 7/19/2016 1:18:00PM [redacted] called in to move Sales Order#XXXXX Start time set to 8/5/2016 11:15:00 AM
On 8/3/2016 10:24:00 AM [redacted] called in to move Sales Order#XXXXX Start Date set to 8/6/2016 and End Date set to 8/6/2016 and start time 09:00 AM
On 8/3/2016 10:25:00 AM [redacted] called in to move Sales Order#XXXXX Start Date set to 8/5/2016 and End Date set to 8/5/2016 and start time 11:00 AM
On 8/5/2016 we arrived at 12:30pm to pack the apartment. The customer was given an estimate for 2.2 hours; see (Attachment #1 the pack job took 3.25 hours to pack. She was aware everything was not packed but was ready to leave and she signed the paperwork as the job had been completed. See (Attachment # 2).
On 8/6/2016 we arrived at her apartment at 9:15 am to start the move. And started loading. This was a 3 story building with stairs only no elevator. And a long walk to the parking lot where the truck was parked. See Attachment #3
The drive informed the [redacted] that the move was going over the estimated time and she stated she was not paying and more money.
We did have to speak to our employees that were on her move from here in the office but we did not have to speak to them for hours and she was not charged for the time the employees were talking to the office.
I personally spoke or texted the customer on my cell phone: 3 calls to her and 15 texted messages. See attachments #4
We did communicate with her before during and after her move. See attachment #5
We have a signed contract with [redacted] and TWO MEN AND A TRUCK see attachment#6
I feel we have compensated her enough because the Pack & Move should have cost a total of $1828.40 and [redacted] and I agreed she would pay a reduced amount for a total paid of $604.60
Initial Consumer Rebuttal /* (2000, 12, 2016/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company was not truthful in all of their responses, i.e. 'She was aware everything was not packed but was ready to leave and she signed the paperwork as the job had been completed. See (Attachment # 2)'. At no time did I state I was 'ready to leave', the packers stated they were done for the day and said they would use 'speed packs' in the morning which would be quick. They also stated they would need a third individual of which I personally asked the office to provide. This did NOT happen. The drivers did arrive at 9:15 on the morning of the move but did not start packing until after 10:00 secondary to problems with the office per the driver. On the day of the move, I did not pay for the move as the manager stated this would be settled with the office the following work day. We agreed on an amount at that time after I filed this complaint with the Revdex.com. Ultimately, I would strongly advice anyone against using this company based upon my extremely poor experience!

This customer has already received a settlement for the damaged sofa based on his valuation selection.

We acknowledge that Ms. [redacted] reported a concern in regard to a sofa after the moving services we provided.  We are continuing to work with her through the resolution process and are reviewing the options for her.  We hope to reach an agreeable resolution soon.

The customer was originally on our schedule for moving services only.  When the men were onsite they realized the customer wanted both moving and packing services.  The estimate that the customer was emailed, as well as his pre move confirmation letter, were only for moving...

services.  When we realized he wanted packing services as well, we had packing materials brought onsite and instructed the men to complete whatever services the customer was asking for.  Since the estimate provided to the customer was only for moving services, the total at the end of the move was different.  After the move was completed the customer called in expressing their concerns with the final outcome of the move.  He said he wanted a partial reimbursement for the mix up and concerns with the moving crew. Also the customer had a scratch on a wooden dresser and a vanity mirror with 1 of the 4 screws missing.  Out of customer service he was provided with a refund of $422.50 for his time/moving crew concerns and $85 for the dresser and missing screw.  This brings his total reimbursement to $507.50.  We felt that this resolution is more than fair given the circumstances of this customers move.  Please let me know if you have any further questions.

This customer has received a total refund of $410 out of customer service.

Initial Business Response /* (1000, 5, 2016/02/09) */
Hello! We have gone ahead an grandfathered in the $140 rate per hour per the original estimate.
We had a rate increase on 2/5 and when Mary had changed her dates it reflected the new rates. Her original estimate was prior to the rate change....


However, if she changes her move date, she will be required to have the new rates per our tariff.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the reversal of this company's decision to deny me the price quoted over phone because this is a service that I need. It's too bad that this company only reversed itself because the Revdex.com got involved, otherwise they were not going to honor my request nor apologize to me for poor customer service.

Initial Business Response /* (1000, 11, 2015/08/24) */
To whom it may concern:
I have attempted to reach out regarding this claim without answer from your organization, I do apologize if these responses have not been received. That being said [redacted] has in fact been dealt with through our...

claims department here. We have provided monetary compensation due to ill used time on move day as well as damages. The offer was made to [redacted] to have the damaged items fix he denied this and opted for a cash settlement. [redacted] feels as though this is not fair but unfortunately there is nothing more we can do. We believe strongly in doing what is right which is why we had attempted to go above and beyond our contractual obligation of .30 cents per pound per article and have the items repaired unfortunately [redacted] did not want this which is why he received a cash settlement for the damages. Please let me know when you have received this as well as if you have any more question regarding this.
Sincerely,
[redacted]
TMT Chicagoland LLC., DBA
TWO MEN AND A TRUCK(r)
ILLCC XXXXXX MC
[redacted]@twomen.com
Des Plaines Chicago
[redacted] E. [redacted] #XXX XXXX W. [redacted] St.
Des [redacted] IL XXXXX [redacted] IL XXXXX
[redacted].XXXX XXX.[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"We believe strongly in doing what is right," is a demonstrably false claim from this company. Two Men and a Truck handled my move horribly from start to finish and did less than the bare minimum required for my move. Why would I trust them, or their business partners with fixing my stuff? I don't trust them any longer, so I don't want them in my home or handling my stuff. Also, some of the items were damaged beyond repair and needed to be replaced, rather than fixed. I gave the company pictures of the damage. I cringe at the thought of other people entrusting this company to move their property. Horrible experience...start to finish.

I am currently working with this customer. I have emailed her and I think we will come up with a resolution to this issue.

Complaint: [redacted]
I am rejecting this response because:This...

is a false claim. I was never issued a refund to my account, I did not receive 3 free labor hours, nor was I ever notified that I would be receiving a refund.  I have not been in contact with Two Men and a Truck since Monday September 12th 2016 when I was told that I would be receiving a call the next day to resolve my issues.  I never received a phone call back the next day, and in turn I filed a dispute with my bank.
Sincerely,
Marianna [redacted]

Hi [redacted],   I wanted to get in contact with you and follow up from our previous conversation. Again, I truly apologize that there were damages on your move. Our goal is to exceed our customer’s expectations on each move and I am sorry we fell short.   I left a voicemail on Monday and sent...

a follow-up email on Tuesday so we can work with you on a solution. Could you please call me at [redacted]?   I look forward to hearing from you. Sincerely,      [redacted] Move Manager TWO MEN AND A TRUCK®

Complaint: [redacted]
I am rejecting this response because: They have their version, I have mine.  They did offer, and I did accept some refund on the situation, that is correct.  The person that I booked the move with, not available to speak with on the day of the move, and did not call me back despite two messages the day of the move.  
 
I will never used them again, and I will warn anyone that asks, about their DECEPTIVE practice of quoting one price and then charging another.  It was handled very badly by them, in my opinion.
Sincerely,
[redacted]

On 9/30/16 a third party vendor that we hired went onsite and made repairs to this customers furniture.  In regards to the time, we are providing the customer with a full hour reimbursement out of customer service.  Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has been bloviaref. Jeremy never contacted me after he told me his manager Kevin would call me.  Kevin attempted to call me one time and I returned the call to him, to no avail as he ignored my message and never called me back.This comapny is the worst business that I have ever felt with and I will do everything in my power to ensure no other consumer ever deals with this sham of a comapny  
Sincerely,
Jasper [redacted]