Two Men and A Truck

We apologize that Mr. [redacted] is not satisfied with the resolution provided. Based on the fact that Mr. [redacted] received a $236 the day of the move and the timeliness in which the  damaged items were repaired(outside of the wall, our vendor would have repaired however the time frame did not meet Mr. [redacted]s acceptance).If Mr. [redacted] at any point in the future would like to accept the proposed resolution we will still honor it.

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.
The organization was notified on December 15th 2016 about the damaged wall . Jarred B[redacted]  told me over the phone they would contact me in 2 business days and advise when it will get repaired. On December 22nd, I had to email them because nobody was returning my phone calls. This was 7 days after our move  and they had more than enough time to fix the damaged wall. Because they forgot to schedule a vender to repair the wall is 100% on them. We had to repair the wall ourselves because the organization was not responding to my inquires. We had a deadline to move out of our apartment and could afford waiting on the company any longer.   Please see attached email. I provided a lot of examples about the poor service and how our personal belongings got damaged. The company was selective in what they wanted to repair and stop communicating with us.   I provided very detailed notes about our experience and the company's responses were all weak with missing information. To justify the the horrible experience, we need a full refund. The $236 credit was only for the crew taking way longer than quoted, so the company still came out ahead invoicing us the original quote. Thank you,[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]
This  contractor or John is not telling the truth,  the contractor  did not asked me one thing about his work or I would have told him I needed to get the owner ok. I do not own this property so how can I say that it is or is not acceptable. There has been so many unturth's told in this situtation that it is unreal. I have tried to be fair with this company and work with this company from the first  day  and only thing that they   do is drag me under the rug and make me seam like the bad person in reality it is the company and the contractor which has not been fair .  I do not care how many compaines the contactor has worked for and is still working for. You can still see the damage on the closet door,and the  paint on the baseboard does not completely match. I was not asking anyone from Two men and a truck to come to my home and inspect anything  I was waiting for the owner's to  say it was ok.  If John can just give me a credit on my bill I will take care of the rest, I let them off the hook by having my funiture repaired myself, what more do they want This company is as sorry as All my sons and the rest of the bad moving companies. they damage your funitures and damage your property and make excuses. MAN UP AND TAKE RESPONSIBILITY.

We are SOLD on Two Men and a Truck. We're in Iowa and had to coordinate a long-distance move for my dad. From the first phone call to [redacted] at the Collinsville office to the goodbye from the movers, it was a great experience. Professional. Very prompt in replying. Available for any and all questions. Eager to help. Did a thorough and quick delivery with everything where we wanted it. We couldn't ask for better!

The day of the move was Saturday March [redacted] we were scheduled to arrive between 2-4pm. Because of weather dely from prior job we were unable to make the desired window. We called to speak with the customer...

regarding our time frame and did not receive a call back. Once we received a call it was very late and our crew rescheduled for another day. The customer was unhappy with this outcome and they called on the next Monday to reschedule for that week. They only had two windows available after 6:30pm on Tuesday or after 6:30pm on Thursday. It was out intention to offer a discount and do the move. After several attempts to contact the customer we never heard back from them even after the complaint was filed.  
 
Please contact me if you have further question.

I hired Two Men and a truck in April 2016 to move me from my home to a storage unit and then from the storage unit to my new home in September 2016. Once we moved into the new house I realized some of my items were missing and 3 of my night stands and an armour that were delivered were now damaged. They did repair the items but it was a hassle, I am still waiting on my armour to be completed. They also damaged a door frame bringing in the refrigerator. Customer Service indicated that if I though my items were stolen to file a police report. The police department stated I could file an incident report, which I did. Since then nothing more has been done.
Their customer service is terrible, condescending and rude.

Initial Business Response /* (1000, 5, 2015/09/22) */
I've recorded 3 points of contact with this customer, trying to resolve the claims in a timely manner. 8/27 LDM, 9/3 LDM, 9/16 emailed. Waiting on customer to respond so we can move forward with resolution. Please call me asap...

XXX-XXX-XXXX ext. [redacted]@twomen.com
Initial Consumer Rebuttal /* (3000, 11, 2016/01/26) */
01/26/16: They paid for the one thing they broke, so this is resolved.

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.
Revdex.com please close out this case and document the event on your website. Thank you, [redacted] 
Regards,
[redacted]

I have already ordered a new light fixture for [redacted] and he has received the item. A vendor by the name Western Furniture Repair has the table for [redacted] and is in the process of refinishing it as we speak.

Complaint: [redacted]
I am rejecting this response because:    I was told by some ,the manager passed the photo's off to when I called, told me the same thing as they told you.  I could not tell her how to reach my son who owns the house, I do not know since he moved.  I told her he has a tendency to dump everything in a dumpster when he sells a house.  He did this to his historical home that I took care of for five years until it sold.  That is how I knew what he would do.  She also said she would try to reach him and call me back in a couple of days.  Three days later she called and informed me she could not return my items nor fix the ones they destroyed.  She ask me what they could do to solve the problem and I told her they either needed to replace what was left and fix what they damaged or a equivalent of a reimbursement.  At that point she refused to say a word that was when I told her I was contacting Revdex.com, Attorney Generals Office and Division of Abuse to the Elderly, without receiving any answer even at this  point and I admit I was and still am upset over this fiasco.  I hung up the phone. 
At the same time I started having  mass confusion with phone transfers due to [redacted] vs. land lines it took me forever to get a  phone.  Internet was installed due to [redacted] phone not until 8th of June.  As if that was not bad enough I end up with a phone bill totaling over 600.00.  It took the Cape Girardeau branch of [redacted] a couple of hours to untangle the confusion and returned my call.  I paid them at [redacted] what I owed them.  They assured me a new bill would be sent out.  Instead of a bill my phone was disconnected. I have yet to receive a bill or email through the internet.  Then last week my pc bit the dust.  Fortunately, I did meet a pc repair man who handled the problem for a small fee.  I may be 70 yrs. old but far from being senile.  People just assume elderly women do not have much intellect.  I'm sure you know,  "never to assume and what it means if you do". 
Thank you for your help it is much appreciated.
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  this resolution. 
This company sent highly UNTRAINED  movers who because of their lack of training and customer care, caused damage to my [redacted] new dresser which is going to cost me more than $129.00 to repair.  The consumer needs to know this company is ripping them off.  They should be shut down for lack of good business practice.  I have seen other reviews on-line where people received the same kind of service I did.  Unacceptable!!
Regards,[redacted]

The two men, [redacted] and [redacted], that moved me into my 2nd story apt at The Vintage on Yale were absolutely remarkable. I have literally never witness individuals with the work ethic, drive and positive attitudes these two guys had. I was truly amazed at the high level of quality work they did with smiles and utmost politeness. Even when begging them to take a break they both pushed on and exceeded even our highest expectations. The move went flawlessly bc of these two and took half the time expected. We were so impressed we tried to convince them to come work at our farm but unfortunately for us they love working for this great company. Best money I have ever spent.

[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]

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.
The organization is not being truthful  about the overall experience and did not answer all my questions. They provided weak examples.  For example, they stated that I was contacted promptly for the wall damage. I had to reach out to them  7 days later asking when our wall will be repaired. If they followed their standard process, the wall might have been repaired within  a reasonable time but they didn't. The additional credit is not acceptable and does not fit the poor quality of service. Thank you,
Regards,
[redacted]

I am in receipt of the above referenced complaint. We were late for the move, but called ahead with plenty of notice that someone had called out. We sent 3 movers, two of which were seasoned movers and the third was a mover that had only been on a few moves. This individual while new was quite...

capable and holds many roles within my company, mainly that of a yard manager. However, one of his jobs is also to fill in should some one call out sick.
In regards to the damages, I have turned [redacted]'s claim over to my insurance adjuster. I just got off  the phone with the adjuster and [redacted] has been contacted to create a claim. Those repairs are now in process with the insurance company.
[redacted] was provided an hourly rate at what is called port to port billing. At no time was [redacted] given a guaranteed price as we do not provide guaranteed prices for local moves within Delaware. According to the movers the move was quite involved, much more than what was originally provided by [redacted] when he scheduled the move.
My apologies to [redacted] that he was unhappy with his moving services

Revdex.com:At this time, I have not been contacted by Marcum LLP regarding complaint ID [redacted]Sincerely,[redacted]

JKB Corp. dba Two Men and a Truck® prides itself on a being a customer service company before it is a  moving company and it is regrettable to know there is even one dissatisfied customer out there.  We take all complaints very seriously and welcome them as training tools to ensure our...

processes are always as good as they can be and that we are doing everythjng within our power to ensure a positive customer experience.Regard ing Ms. [redacted] 's complaint, I would like to extend an apology to her for any damage caused to her household items as a result of Two Men and a Truck moving them, and more importantly, for the identified  flaws in our damage claim process.  Moving anything is certainly challenging, and so while we professionally train our crews and make every effort to ensure each move is damage free, it is possible for minor damage to occur from time to time.  Jn the case that it does, we offer our customers full value protection on thei r householditems, which means we will try to repair the items to their pre-move condition, replace the items if not repairable with like-kind items, or provide depreciated cash value for items that cannot be repaired or replaced.  In the  event we determine that a damage claim is beyond our capacity to handle appropriately , we offer the customer the opportunity to submit a claim via our insurance company. The insurance company will then proceed with its own investigation to determine the appropriate resolution for the customer.In Ms. [redacted]'s case, after discussing the items with the customer and investigating with the crew, it was determined that there was a significant amount of pre-move damage to both items in question.  The customer also admitted to having a dog that had done significant damage to the leg of the coffee table identified in the complaint. With those facts in hand, it became clear we would not be able to sufficiently repair the items to pre­ move condition and it would be difficult to find comparably worn items for replacement.  As a result, we offered to submit the claim through our insurance company and identified to the customer that those claims can take up to 90 days for completion. In lieu of submitting the insurance claim, we also offered the customer a cash payment of $25 to accommodate for the damage and inconvenience.  At that time, the customer terminated the phone call with no official resolution achieved.After receiving the complaint, it was clear that our damage claim process could be improved.  We have implemented a new process that will provide a more structured and rigid follow-up schedule to ensure customers don't have to wait to be contacted or develop the perception that they have simply been forgotten. Moreover, we have re-committed to doing everythi ng possible to repair any and all damage that customers perceive to be aresult of our service and finally, we have developed a new process for determining the basis by which we offer cash value for damages.  Ideally, this will prevent similar situations inthe future and ensure that we never insult our customers (as described in Ms. [redacted]'s complaint).  Our goal is for 100% of our moves to result in a positive customer experience.Please feel free to direct any and all questions to [redacted]  Thank you.

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
RS Consutling
Let us begin with rebutting Two Men & A Truck's (TMAT)
opening sentence. If they truly
have been trying to work with us since the day of the move then we wouldn't be
writing this message today.
The $offer that was made by TMAT is not an agreeable
offer for all the damage and stress that they have caused for my wife and I. The fact that they are still arguing
that we gave permission to damage our tree is both ludicrous and ridicules
In an email dated December 16, 2015, we explained our reason
for requesting $250. This amount
was one half of our insurance deductible.
After further talks with our agent, it was determined that because the
damage was caused by TMAT, the insurance company would not cover the
replacement cost. Therefore, we
requested the total replacement cost from TMAT of $3,152.16. Once again, after weeks of no contact
from them, they refused compensation.
During that time period, our real estate agent suggested not making any
major changes to the yard and since we would not know what the new owners would
prefer, we felt that to put this issue behind us, and to compensate us for six
months of stress, we requested reimbursement of $860.
We have been more than patient with TMAT. As you can see from reading TMAT's last narrative, they
are once again dodging their responsibility to compensate us with long,
inaccurate statements as they have been doing these past six months
We will not accept their excuse to
consider this matter closed since we do not have an agreement at this
point. Our bottom line with TMAT
is the reimbursement of $
Regards,
Russell [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.The time both of the workers spent talking about their personal endeavors handicapped my whole move.  If they would have been concentrated on my move more outcomes may have been more favorable.  This caused careless affects to my personal items along with dirtying some of my things as well as my newly painted walls. My walls also sustained some dents that will have to be filled and painted. The bottom line is that the workers were careless and need a whole lot more training if they are to continue with this company. I see no satisfaction of any kind related to a discount for that.  Two Men and A Truck should be ashamed of themselves. 
Regards,
[redacted]

J[redacted], My name is Taylor S[redacted] and I am the General Manager of the location you choose to move your items. I would like to apologize for the inconvenience that this may have caused. Since this letter was received, my team has contacted you and will resolve this issue in an expedited manner. If...

there is anything additional my team or I can do, please do not hesitate to contact us.  Taylor S[redacted]