Two Men and A Truck

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Love working with these hard working ladies! Get the job done and super nice & respectful.

This issue was resolved with Ms. G[redacted] through our quality control manager and Director of Operations.

Initial Business Response /* (1000, 8, 2015/10/07) */
Mr. [redacted] was given his desired resolution.

Below is the settlement email that was sent to the customer.  This is being processed by our accounting department today 9/20/16.  Hello Jasper,    I spoke with the managers that have been working on your claim and came to a final settlement amount.  According to...

our vendor, Universal Upholstering, the cost of repairing your couch would total $210.  Jeremy [redacted] then told me he offered you $300 for other damage and time removed from your bill.  This would bring the total settlement amount to $510.  I see that as of now you have an outstanding balance of $513.00 from your move.  Your card ending in 6088 only accepted $598.50 or your $1111.50 total.  What I am having our accounting department do is remove all of your outstanding balance ($513.00) and conisdering your move paid in full.  This will be considered reimbursement for any damage and time issues experienced during you move.  Again, we apologize that your move did not take place without incident and aplogize for any inconvenience to you as a result.

I can't say enough good things about Alex, Mike and Tynell. What a great team. They exceeded my expectations. I would have them back anytime.

I would NOT recommend "Two men and a Truck". One of the worse moving experiences I have ever had. First off, they didn't even know how to do their job, it took them an hour and half to just take my bed apart and when they tried to take it apart they broke part of my bed, also with scratches. Only 7 boxes and a queen bed set (one night stand, dresser, and bed) took them 3 hours too move, to a distance of 10 miles. While on the time that they were getting paid by me they were taking their time to organize their truck. On top of all that, they did not take any responsibility to fix the bed. I would not recommend them at ALL, was not happy with them.

Regarding the claim that the Movers were smoking marijuana : All of our Movers are subjected to Nationwide background checks upon hire prior to them being allowed to enter a customers home . The movers also are required to do a pre-employment drug test before they are hired and we also do monthly...

random drug tests. We also include a Reasonable Suspicion Policy that if warranted we can subject them to either a drug test or alcohol test if we either smell something on them or feel they have done something that would warrant any suspicion.Regarding the damage to the futon: We did send an outside contractor out to the residence to do the repair. The contractor felt that he would be able to complete the repair in a more timely fashion and within a better quality if he would be able to move the futon to his place of business. I contacted our customer on Friday June 23, 2017 to make arrangements to set up a pick up date and was told by our customer that she was no longer pursing any concerns regarding the futon.Regarding our customers request that she should be compensated for some of the cost of the move: During our conversation on Friday June 23,2017 , we did discuss partial reimbursement for the cost of her and we will be addressing that this week and providing our customer with a check for the amount that we determine to be fair.

To Whom It May Concern:  After careful review of all the details of MS [redacted] move, we cannot be responsible for a damaged item that we did not move.  After several attempts 0f trying to get MS [redacted] couch safely out of the building and before it could be put back in...

its original place, A friend of MS [redacted] took over moving the couch and damaged it.  After he damaged the couch, he said I'm out of here.  The only way that this couch could get out of the building was to have the landlord open another apartment and remove doors from the building.  Due to MS [redacted] not being satisfied with our service and in the best interest of good customer relations, I am willing to pay MS [redacted] a refund of $500.00.  Please let me know if this is acceptable.  Thank you so much. 
[redacted]

Complaint: [redacted]
I am rejecting this response because: Manager sent onsite and manager dealing with current issue through Revdex.com is same manager, who has personal attachment to the movers as he stated he initially trained them. Customer is completely dissatisfied with the billing, charge, quality of work, and ce on Two Men and a Truck moving experience, being worst/lowest rated moving experience of a 10-year military career and multiple moves. Complaint will remain in effect until complete refund.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Two Men and a Truck regarding complaint I[redacted]
I...

contacted the headqaurters of Two Men and a Truck in [redacted] for assistance.  I spoke with [redacted]  She is to provide me with an update within 3 business days.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The following email was sent by me to the GM today after the he responded here.  Yes we are very busy especially the move on top of regular work and family stuff. First of all, I emailed you my question yesterday. I asked you what if I am not happy with the repair? What would your moving company's insurance cover me for replacement? No answer. My dining table is repair to my satisfaction, he did a nice job. I can barely tell the marks. Now I'm not happy with the grandfather clock and the piano and the painting. You can see where is the chips still. My piano is a very old; and it has meanings to our family; I can't replace it, but the grandfather clock was bought brand new from American home. And the painting was bought brand new(never been hung yet; bought it for the new house) from Kirkland. Let me know how the insurance work asap. I not only have to deal with you-the moving company, I have to be in touch with my bank and Revdex.com, so depending on how and what you can do for me, then I can response and solve my problems with them after your response. I am still very upset about being yelled at on the phone. I am a paying customer; after the fact I was already upset about the service; not offered any repair or replacement of damages items; the price changing behind my back and got an 10% off of the new bill which would put our bill to where it was supposed to be at the very first place!! What game is being played here???!!!!! And you yelling at me n telling me I will have to pay full amount on the phone?! NO!!!! Not acceptable!!!!! NO!!!!! And after I said I wasn't going to pay before I get this straight and my debit card was charged in full?????!!!!!! NO!!!! That's the worst! You put the law behind and thinking I would be ok with it? $210 refund is not good enough. If this is how this business is ran and if I knew already now how many other ppl had bad services, I'm going to do everything I can to make sure not my justice is served but most importantly this business has to make changes to be in business with good morals. I work for one of the biggest n most successful cooperate in the southwest here in Albuquerque. I can at least warn my thousands of co-workers of a bad experience from a business. I don't get this upset often in my life but this time I am. And here I am. So come back to me with a better solution and more sincere attitude. Tell me about the insurance first of all because I want these two items replaced. And still, so far till this very moment I got an apology for the moving services, never for how I was treated on the phone; not for my debit card with charged without permission. There's more work left to do. Again I'm the customer and you are not. Remember that. This email will also be in record of Revdex.com and sent to the investigators of the dispute on my account.[redacted] 
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

For customer service sake, we are willing to offer the additional $68 refund.  Please call [redacted] to discuss the details on how the refund will be issued.  [redacted] Thank you.