Two Men and A Truck

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.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
Mr.[redacted]  is  dismissing the fact the fact that the damage did
not occur to my property per contract, BUT to another business’s  property ([redacted]) rendering contractual
option 2 void. The vendor hired to inspect the damage is clearly biased in
favor of Two Men and a Truck as when they were onsite they informed [redacted]
that the door and frame must be replaced and could not be repaired; they even
pointed out damage caused that [redacted] had not noticed. Yet, the
vendor produced a bogus document to Two Men and a Truck stating the door could
be repaired. Clearly there is an untruth and after seeing the damage myself, it
is clear that both the frame and door must be replaced and where the untruth
lies.I was a tenant of [redacted] for 20 years and am in
business with them as their digital marketing partner, but that has no weight
with this claim as after all I am no longer a tenant and they are billing me
$3,222.19 under the threat of lawsuit which they are entitled to as I hired two
men and a Truck and they are technically guests that damaged their building
with nothing being reconciled.Mr. [redacted]s car comparison is invalid as the comparison should
be: Buying a car, driving halfway across the lot when a dealership employee
driving a truck was told and understood that a car was crossing the parking lot
and not to hit it, sees the car and intentionally drives into it totaling the
car. Does the dealership then repair the car or does the customer get a new car? Mr.[redacted]  is treating this as an accident, BUT it was
not. His Men were told not to hyperextend the door as help was on the way to
remove the door. His men fully understood this to the point that they stopped
the hourly billing clock to wait for the door removal. Shockingly, they still
hyperextended the door causing all the damage that Mr. [redacted] agrees occurred.I should not be paying for their damage; they should pay for
ALL the damage they caused, NOT some bogus and absurd partial payment rendered
in hopes of closing this case.
I have attached both true repair invoices to render
emergency repair the day of the damage and cost to replace the frame and door.
These replace the bogus and biased repair estimates submitted by the inspecting
vendor.
Regards,
[redacted]

This customer has already been provided compensation.  We are unable to provide anything further.

I have to say that I'm more than a bit disappointed with this company. It was an absolute nightmare! When we called to schedule the transportation of our items, we made it very clear that we were ongoing a delicate and legal family dispute and that we HAD to be called as they were on their way to pick up the items to have them brought to our home, seeing as the person who has possession of these items that were rightfully ours wasn't exactly wanting to let them go and was made to let us come and get them (mind you we were given a ONE time immunity to come to the house in which we weren't welcome). We let them know there were additional items that we ourselves would be packing up as got there and not to bother sending any shipping material for the crystals, China, and silver. The time frame we were given for a call was between 11-1. At 12 there still was no call so we called or local site and couldn't get anyone on the phone, so we left a message (that they obviously never checked). At 12:45 a truck arrives with half of the items and two bewildered young men (who were incredibly professional, very nice, and who did a good job with what they had) who couldn't understand why we hadn't been called as they where headed to the first stop. According to them they had already spoken the office and where told that we would be called by the store, which is their protocol. Needless to say, all of the China, crystal, and silver where missing. They explained that when they got there at the other location, a woman claiming to be my husband's mother said that she was keeping all of that and it was ok. So instead of calling us then to verify (yes, we were misguided into paying for everything in advance) they took her word and delivered only half of what was ours. After years of fighting amongst family, months of planning, we were given ONE SHOT to get everything, and because of this mistake, we are out of THOUSANDS of dollars worth of possessions, worth far more than that for its sentimental value alone. We called the local manager [redacted] who pretended not to understand the incident, and after 45 minutes or so of being on the phone then offered to send the movers back. I explained that this was not a possibility and that this was not viable compensation. She offered to get to the bottom of the situation and said she would call me back. When she called back there was a lot of finger pointing "well the movers should have called you, or maybe our office called you and you didn't answer" (I have our conversations on recording and we were both by our phones non-stop) and said there would be no compensation. Called corporate and spoke with an [redacted], who said the Augusta GA office is a franchise and there's nothing she could do to help. Bottom line, if corporate can't help it's customers, and the local office owners are crooks, this really isn't a company with your best interest, or the interest of your belongings, at heart.

We have provided a refund of .5 hours ($77) for customer service related issues.  A settlement letter totaling $90.00 has also been provided for the damage that occurred.  This is based on the customers Illinois standard valuation selection on move day.

Complaint: [redacted]
I am rejecting this response because: I received the message. I have contacted [redacted] on 8th Ave to track down replacement legs for the sofa. These items are not your main run down n pick em up to fix. None of this is considered of course. No one has addressed how the truck was packed or that a conversation was had in detail about a second truck . Travis stated one truck if I hauled my personal items. That was his professional opinion but I guess waivers get signed so people who know nothing about moving trucks n how they should be professionally loaded so I got taken advantage of. So far the issue has been danced around and I can accept there will never be a fair treatment or resolve . Going forward I will let someone know when I get quote on missing parts how to replace those and I will still let federal repotting entity know my dissapoitment in how this company feels I was treated fairly. One would think a moving company understands deadlines and occupancy timings for buyers. Let's not forget about my patio set I had no time to get. I sold an 800 patio set for 100 because the purchaser picked it up n hauled it. Hopefully the person handling this complaint is sitting on their patio set this summer while I'm out more money n time to replace mine. The worst business experience ever. Forgotten? Nope. But the power of non referrals and this customers opinion is my own. Take care as you sure didn't take care of us. Thanks anyway! Time is money to me. And at this point your wasting my time. You will for sure pay for my replacement furniture parts n the rest is a joke. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Megan G[redacted]