Two Men and A Truck

We have spoken to [redacted] and we are sending a check in the amount of $240.  This is based on the valuation option of $.60 per pound they choose and a average futon weighs 400 pounds.

[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 [redacted], and find that this resolution is satisfactory to me. 
Two Men and A Truck are in the process of setting up a date and time to clean my boxspring. They have purchased a new mattress cover for me. The wall was repaired by their handyman, [redacted]. The foot of the couch has yet to be repaired but I need to give them the foot so that they can send it to Milwaukee to get fixed. Although some of my other pieces of furniture cannot be repaired, I am letting this go. Everyone at their business is treating me with kindness and respect. I appreciate everything you were able to do for me in this event. 
Regards,
 
[redacted]

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

Dear [redacted]
We are very sorry for the damages that occurred to your dresser during your move, I completely understand why you are upset. Our trained, professional movers do their best to protect our customers’ belongings during their move. However, damages occasionally occur. In these cases,...

we try our best to find a quick and fair resolution, which is why we deducted a certain amount from your total bill on the day of your move in lieu of a repair. 
We apologize if you felt you were misinformed about the option of repair. Each customer who moves in California has three options for protecting their belongings: basic coverage, actual cash value coverage and full value coverage. Basic coverage, the option you selected, is free and ensures recovery at .60 cents per pound per article for items considered to be a total loss. Based on the weight of the dresser we deducted $129.00 off your total bill.
We do apologize that you are unsatisfied with the amount you were refunded.  Based on the amount of coverage you selected, the most we would be able to refund is the $129. Again, we apologize, and we thank you for your feedback.
Sincerely,
[redacted] Sales Manager

Revdex.com:At this time, I have not been contacted by Two Men and a Truck regarding complaint ID [redacted].Sincerely,[redacted]

This customer was offered the $195 as a settle based on the valuation of there goods which they chose $.60 per pound. The weight of fridge translated to $195.

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

When sending outside Contractors out to customer locations we do have them try and work with our customers to prevent anymore inconveniences to prevent any lost time from work. Our Contractor agreed to come out as early as 7:00am to accommodate our customers work hours of 9:00am-5:00pm.We are...

unaware of any lost time from work as our Contractor stated that during his repair there were concerns regarding the odor of the materials he was using and a new born infant. We have not only repaired all customer concerns that we determined were moving related we agreed to and have repaired pre-existing damage not caused by our movers in the spirit of good customer service. We are unaware of any box missing as this is the first time this has been brought to our attention. The trucks are checked every morning prior to them leaving the office and if an item was left on the truck it is removed and the customer is called and delivery arrangements are made. Our movers are not suboptimal employees however we do acknowledge that there are different experience levels within our work force. We have agreed from the first contact with our customer that we would either replace the grill cover or issue a check for the dollar amount of a new cover and are still willing to do that. Our Contractor did do some spot cleaning on the couch and felt that this was acceptable as no concerns were made during his appointment regarding this matter. We are not agreeing to the cleaning issues being moving related but again in  the spirit of good customer service we will have our cleaning Contractor contact our customer and make arrangements to clean the couch at their residence and convenience.

Initial Business Response /* (1000, 10, 2016/08/10) */
Good Morning, I am Charles [redacted] the GM of Two Men And A Truck in Peoria Illinois. I will try to resolve these issues here for you and the customer. I will break it down into line items of the complaint.
The Millers did hire us to move their...

possessions from 1529 Kelsey Rd in Washington Illinois to Country Road 1300 N in Roanoke Illinois.
We have two times slots that we use and tell the customer the first slot is between 8:30am and 9:00 am and the second slot is anytime afternoon as we cannot guess exactly how long the first job will take. This is why we ask if they would like to be first on the schedule on any giving move. We do NOT charge more for afternoon schedule versus the morning schedule.
On 5/18/2016 1:08pm this move was scheduled for 1 truck and 2 men, for a total of 11.5 hours and the $118.00 reservation fee was paid on Mr. [redacted]'s credit card.
On 5/26/2016 9:21am this move was changed to 2 trucks and 4 men, and the hours were changed to 7.75 hours total
On 6/29/26 11:58am the start time was changed to 12:30pm the move out started at this time.
On 6/29/2016 Mr. & Mrs. [redacted] were at different locations and the movers were taking orders from Mrs. [redacted] on what to load on the trucks.
On 6/29/2016 the movers informed the customer that the hours will go over and that they will contact the office about the revision of estimate. The trucks were loaded in 8.75 hours and taken back to our shop location on Townline road in Peoria and placed under lock and key for storage overnight.
On 6/30/2016 the customer was informed that the hours will go up due to all the items that were loaded on the trucks at his home in Washington that were not on his original estimate. The customer stated he will NOT be paying anything over the original estimate. [redacted] the Operations Manager of the Peoria location and I went to the customer's home in Roanoke as their belongings were being unloaded to see the extra items that were loaded on the truck. I had the original estimate in hand and I was comparing all the items that came off the back of those trucks with Mr. [redacted] and on 80% of the items I ask him about he said, NO that wasn't on the list of items given to the office on his estimate date. I ask Mr. [redacted] if he told the movers to load the items he said No he wasn't at the load location in Washington but his wife was.
The movers informed me that every item on the trucks was loaded at the direction of Mrs. [redacted].
When the customer informed me that he will not pay anything above the original estimate, I called my home office and was informed to stop unloading and get with the customer to finalize his bill at the rate of 10% over the original estimate that the customer signed and dated. The 10% is stated in the signed contract that was formed between the Millers and Two Men And A Truck Of Northern Illinois. See Attachment #1
The [redacted] paid their estimate + 10% and I had the movers return to work. The billing clock then stopped and I informed Mr. [redacted] that he is not to let these movers leave until he is 100% satisfied.
As for the dirty sofa I informed them that we will get Stanley Steamer out here right away to clean their sofa. The sofa was not damaged in any way. Stanley Steamer went to the customers home and tried getting the black marks off the sofa they were unsuccessful, at that time Stanley Steamer informed me of this and also stated that the Millers has accused them of spilling soda on the sofa and that it was now in worse shape that it was in. He (Stanley Steamer) informed me that this was not true.
On 7/05/2016 I ask Mr. [redacted] about the sofa and where he bought it and he informed me that he would send me the information as soon as he had time to get it. I did not receive the information until 7/15/2016 at 11:04 am (see Attachment #2)
As for the broken chair I ask the customer where she bought it and she stated she didn't remember. I was looking for a chair that was a very close match but have been unsuccessful in my search.
As for the tip to the movers, it is not a requirement at all, but is accepted.
As for the items put in locations that the Millers did not agree with, I told Mr. [redacted] to "not to let these movers leave until he is 100% satisfied".
NO WORDS have been exchanged with this customer. We here at Two Men And A Truck are professionals and we do NOT speak ill to or towards any customer regardless of the situation.
As for the Millers stating that there has been no contact, please see attachment #3 as I have spoken to the customer numerous times.
At this time we at Two Men And A Truck, according to our signed contract with the Millers are using the "Movers Liability" statement signed by Mrs. [redacted] on 6/29/2016 and are ready to pay the .30 cents per pound per article that was damaged or dirty. The furniture will be picked up at the time of signature of this form. The chair we are estimating ways 20 LBS, value is $6.00 and the sofa weights 140 LBS, per the manufacturer of this sofa. For a value of $42.00 for a grand total of $48.00 and as a good will gesture we will grant release of the said furniture back to the customer.
Initial Consumer Rebuttal /* (3000, 17, 2016/09/06) */
Our neighbor had a shed put in and they hit our Rinternet so I was unable to respond in time. So I am responding now.
Good Morning I am Esther [redacted] homeowner that had things damaged.
I had hired Two Men and A Truck to move our possessions. Regardless of how long it took them they should of loaded our stuff carefully. Supposedly we went over in time and they were going to contact office as to what to do. That short black guy told me he would go to bat and get it off for us, I said ok. Our item were to be held overnight and delivered to us the next day by noon. They did NOT show up until after 2 - which made all of the other things off on time. Charles [redacted] is a LIAR when he stated that 80% f the items were not on the list. (Our things were to be loacked up and safe for overnight keeping. NOT SO! My son's PS4 and PS# games are NOT here).
After Charles [redacted] and his sidekick showed up things went crazy. I had things up that should of been downstairs and things downstairs that should of been up. I had things in the garage that should of been in the basement but the black guy told us that they were not going to take it down. IT was too heavy.
My husband told them that he was not paying over to what they quoted us.
After Charles [redacted] showed himself - stopped the movers from unloading - my husband and I paid the additional $$ they unloaded the rest. After the truck was empty they took off. It was soooo crazy around here I didn't get a chance to check the
house or rooms. He did NOT say that they were not to leave until we were 100% satisfied. That is a LIE!
I had furniture in plastic, I don't have the screws that go to my furniture, a key is missing from my curio cabinet, scratches on my dining room chairs, my sofa is stained and marked up, my antique chair is broken, things did not get unwrapped and misplaced.
Stanley Steemer came to clean the marked up sofa - it was unsuccessful. After it dried I stated that the sofa looked like if you would of spilled a soda on it - it made a brown ring. I never said that, but Charles [redacted] is good friends with this guy so I am sure they are in this together covering each others butts.
I sent the information Charles [redacted] requested as to where we got the sofa and how much it costs, etc. As far as the chair the quote has been obtained and not sent yet.
Charles [redacted] has only spoke to us 2 times. Once to my husbad and once to me. Everytime I called to talk to him he was supposedly in a meeting and avoided my calls.
my husband called and asked why our furniture was not unwrapped, where were the screws etc. his reply was if I send them back to do what they should of done the first time he would charge us again. My husband told him it was NOT our job to babysit his workers. They should of done it right to begin with.
His stating to pay $48 for furniture that was brand new and now all marked up and broken is unecceptable to us.
Esther [redacted]

During the first conversation with our CSR a lower estimate was verbally mentioned.  As the conversations with the CSR continued, more details of the items, and the number of stops increased, there was email correspondence between them stating that there would need to be 3 men which Mr. [redacted]...

responded to.   They were moving 35 rolling charging carts to 12 different schools in the St. Louis public school district. The estimate was finalized and the move was booked.  At that time Mr. [redacted] was emailed a pre-move letter which included the detail sheet and the amount of the estimate which was for 5-6 hours with 3 men and 1 truck at $175 per hour totaling $1050.00-$1225.00.  Upon arrival for the move it was noted that the carts did have wheels as stated but they were in wooden crates.  The supervisor did a revision to the estimate changing it to 7-8 hours because moving them would be more difficult and time consuming.  The actual move went 8 hours, $1575.00,  which was within the revised estimate.  During regular business hours there 8-10 customer service representatives and multiple managers on duty to receive calls.  Later in the day there is at least 1 logistics manager on duty every day to take phone calls from customers or employees until all trucks are back and parked on our lot.  Mr. [redacted] stated that the men worked hard all day and he had no complaints about the work they did. Attempts were made to contact him during and after the move.  Our logistics department did speak with him but were disconnected.  They spoke with him at another time and have since credited him $175 on 12/13/16 for a new total bill of $1400.00.

I am rejecting this response because:  There was no prior knowledge on my family's part that the chest had been damaged. That does not negate the fact that the piece was broken by the men moving the furniture. Two Men and a Truck has consistently misspoken regarding their contacts with me. Sanding the piece will not correct the damage that was done by their vendor and I do not want the piece further damaged. $300 is no compensation for a piece of furniture that cannot be replaced. That wouldn't even begin to take care of the repairs on my other pieces of furniture that were damaged.

All of our PM jobs are 4 hour arrival windows.  I am sorry that the arrival time wasn't understood correctly or explained incorrectly.  The crew wasn't late.  Nevertheless, the information regarding the wardrobes is valid.  If the crew didn't have wardrobes they should have called so we could run some out.  That was a failure on our part.   All of the trucks are stocked with 5 wardrobes every morning.  This move was the crews 3rd move of the day and must have sold them to one of their customers earlier in the day.  [redacted] only paid for two guys but received a 3rd man free of charge to get her job done as quickly as possible.  This already equaled to a $110 discount.  We did this for the guys and the customer.  I wanted to get the move done quickly for the customer because we didn't arrive until the later part of the window.  I wanted the crew to have an extra set of hands since it was their 3rd move of the day. I am willing to have a conversation with [redacted] regarding us dropping the ball on the wardrobe boxes.  The total cost of the move was $310.00.  Since it doesn't sound like any damage occurred due to how the clothes were moved I can do a %10 discount for the customer due to the headache we caused.  I can be reached by email at Joe.[redacted]@twomen.com or by phone at ###-###-####.  I know [redacted] had trouble reaching Chad, but I am here 7am-5pm Monday through Friday and have no problem getting a check mailed out for the %10 discount.

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.
The response from the respondent states "repair man is on his way." Todate I have not heard from this person and on their way is not the full resolution. As we draw near to the holiday season, I will not have a table to utilize and now have to move it from the place where it was left laying on its side to a corner out of the way. I would request that the amount of $600.00 be paid to close out this matter and I purchase a new table. The slate table is no longer available but I would at least have a coffee table and this would be considered as a closed matter. When I spoke to the store about having a repair man come and look at it, they responded by saing, "if someone changes the intergity of the table there is no guarentee tht the table would be the same."
Regards,
[redacted]

We scheduled and performed a moving service for the [redacted]'s.  We received a negative survey from the customer, as they complained that the moving truck was not big enough to fit everything.  Once the complaint was received, I reached out to the customer to discuss, and explained that our...

fleet of vehicles are 26' box trucks.  On move day, we offered to make a second trip to move the overflow items that would not fit, but the customer declined our offer and was focused on keeping the costs as low as possible.  Mrs. [redacted] and I discussed the fact that the cost of the move was billed by the hour, and they made the decision to move the remaining items.  Customer was only charged for actual time we worked, and no discounts or refunds are warranted.

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.
I appreciate the response from Two Men and A Truck, however, there are some errors with their response.  Yes, the contractor could have come at 7:00 in the morning, but both my husband and I leave at 7:30 for the standard work day beginning at 8:00.  We were not comfortable leaving a stranger in our home by himself.  Yes, I did end up being at home with my premature, newborn infant while the repair man was there.  We had to move the baby and I, as well as his medical equipment, to the basement for the day to remove us from the chemical fumes.  I hadn't planned on being home that day, as his birth was early and unexpected.  My husband, however, had been the one planning on being home that day and was there also, having had to rearrange his schedule the week prior and take off work for the repairs.The issue of the dirt and fraying on the couch was not pushed further with the repair man, as he made it clear that he could only repair wood furniture damage.  It would have been a silly to carry on about it to him, as he wasn't the correct person to address the situation.  I did mention the missing box to two separate people at Two Men and A Truck.  I'm sorry if my complaint wasn't acknowledged.  I didn't push the issue of the missing box as hard as the furniture damage, as I have no good explanation of what may have happened to the box and didn't want to make false accusations.Ultimately, all I wanted was a response from the company.  They state that they will replace the grill cover, but then never call back to make arrangements, despite numerous phone calls.  Had they ever returned my call, this would have been avoided.
Regards,
[redacted]

Revdex.com:At this time, I have not been contacted by Two Men and a Truck regarding complaint ID [redacted].Sincerely,[redacted]

Dear [redacted], Thank you for bringing the issues on your move to our attention, and for the...

opportunity to work together toward a resolution. We apologize for the delay in communication; reaching our vendor was a challenge and we could have done a better job in keeping you informed during that process. We’re glad you were able to make the necessary repairs, which we will be refunding you for as discussed today. If you have any questions, please do not hesitate to contact our office directly at 858-877-2100. Sincerely, 
[redacted]
Sales Manager

These guys worked their tails off. Big time. I highly recommend this company. They moved us in one day using two trucks with four guys during cold weather with snow on the ground. They were courteous and did their best to protect the floors of both houses as well as our possessions. They were very professional. It was worth every penny.

My previous moving experience with another local moving company was absolutely horrible. I used the services of Two Men and A Truck and the experience I had was a completely different experience all together . The crew was very professional and polite. They took very good care of my things. Their attention to detail was on point and they helped me with all my needs. I highly recommend Two Men And A Truck to anyone who needs a move completed. A++

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  While I still believe that money was made on the furniture that was deemed to not fit in the truck, and the movers at the back end of the process (also professionals) stated that the truck was packed very poorly.  I have no evidence of any benefit derived.  I only have my gut feeling, which is strong but I can't prove it.  So, I have no alternative but to move on.  I will, however, never use this company again, and I will tell others that I know not to use them as well.