Two Men and A Truck

TO WHOM IT MAY CONCERN:I have reviewed the complaint filed by Mr. [redacted].  At the time of the move, there was no complaint or damage report filed from the customer.  Mr. [redacted] signed that he inspected the truck and everything was delivered to his destination.  Mr. [redacted] also...

signed that he had read and understood our pre move confirmation letter.  In that letter it goes over all policies and procedures for the move.  One of those policies is that the customer has 96 hours to look over and report any damage to their belongings.  Mr. [redacted] called into our office 1 week after his move and reported his bed being damaged.  In the best interest of good customer service and because, Mr. [redacted] was a repeat customer, we agreed to send a vendor out to repair the bed.  On August 13th, we received an email from our vendor stating that Mr. [redacted] said he was leaving town and would call our vendor back when he got back in town to schedule an appointment.  Two weeks after the bed was reported damaged, Mr. [redacted] called back in the office and reported other damages.  Part of the damages that Mr. [redacted] was now reporting, was that he left seafood in the refrigerator that had spoiled due to the refrigerator being put into the garage.  In our pre move confirmation letter, it states that removal of food is the customers responsibility.  In regards to Mr. [redacted]'s comments about not wrapping any of his belongings, Mr. [redacted] stated in his online review of our services, that the seafood was not removed before wrapping of the refrigerator.  Two Men And a Truck moved most everything into Mr. [redacted]'s garage, as we were directed to do.  All of our padding would have been removed after transit.  The reason that Mr. [redacted]'s damage claim was denied, was because 3 weeks had past before all damages were reported.  That is a substantial amount of time passing with Mr. [redacted]'s belongings being out of our custody and control and well past our 96 hour policy.After reviewing all of these facts and in the interest of good customer relations, I am willing to offer Mr. [redacted] a full refund of the services provided on 07-28-15 and on 08-04-15 as settlement of this matter.  The total of the refund is $706.00.  Please confirm the mailing address for the check. Sincerely,[redacted]

My initial reaction to the completion of the move in date was " unbelievable" as the bill I was presented was at least two times (estimated quote ~$2700, bill was ~$4700) the estimated quote. Later (~10 days) I was presented with "math error" where the bill was ~$2700, a more reasonable charge. Needless to say I was very upset for several days. They should be more exact with billing.
Later we found some type of black dirt smeared on our easy chairs cushions that go in our living room and our couch.. These chairs and couch were in exceptional shape before the move. The cushions were ruined in the attempt to clean them. We were offered $60 for each chair. Replacement would take $600 per chair.
Our couch after two attempts to clean it was cleaned to our satisfaction. However the sizing has been lost. The couch will hold dirt more easily.
The incidents with billing and cleaning was very frustrating as the cleaning went on for over 2.5 months before it was resolved unsatisfactorly..

[redacted] and his team were very professional and courteous. They listened as we walked through the old house on where we needed items to be placed and when they were done at our new house everything was where we wanted. I even made an off-hand comment that one of our kitchen tables I was planning on taking the legs off and putting it in our shed when they were done and they went ahead and did that without me asking them to! You can’t get better customer service than that! We plan on recommending two me to anybody we know that is moving!

Dear [redacted], Thank you for your response, I apologize if you feel we are misleading you, it is not our intention. Below is the breakdown of items with the offered reimbursement amount. As mentioned previously, basic valuation was selected for your move which recovers .60 per pound per damaged item. The refund offered was based on the images you provided for us. Rustic Hutch: Approximate weight 40lbs, refund $24.00Burner: Approximate weight 5lbs, refund $3.00Cabinet: Approximate weight 50lbs, refund $30.00 (although not considered to be a total loss)Chair x 3: Approximate weight 5lbs/ each, refund $3.00 each = $9.00Total refund $66.00 increased to $70.00 You had mentioned you were unhappy with the refund on the burner which is why we offered to increase the refund to $80.00. I apologize however the most we will be able to refund you is $80.00. In regards to the time it took, as I mentioned before I took a look at the GPS tracking unit and the paperwork done for your move. In addition, I spoke to the crew on your move to get additional feedback. I assure you that you were not charged for any breaks the movers took. Again, I truly apologize you were unhappy with our services. Our offer of an $80.00 refund still stands. Tell us why here...

We provided a pack and moving service for the customer as scheduled.  The total cost of our service was under the original estimate by $443.  The service we provided is charged by the hour, in 15 minute increments.  The customer was made aware of the estimated cost to perform this...

pack/move.  The customer was not present during the first day of service, and left her son in charge to supervise the move.  Our men completed the service as requested.  Also note, our men issued a .5 hour credit for customer service sake on move day.

Initial Business Response /* (1000, 5, 2015/03/05) */
Customer scheduled this move and was not present during the move. Our movers arrived to the storage unit, items were not boxed/packed, so our men had to help in any way possible to secure items for transport. Customer was already given...

a discount on move day for customer service sake. Customer repeatedly complained about the cost of the move. Customer had an additional storage unit that was added to the move, that we were unaware of. Our team offered to move everything requested, but the customer declined us to do so because they were on a budget. We offered to move everything for the customer, but they did not allow us to.

To whom it may concern: This complaint was filed under the incorrect TWO MEN AND A TRUCK Franchise.  TWO MEN AND A TRUCK Chesterfield did not move Ms. [redacted]'s furniture. But - we've forwarded her complaints and been in touch with Ms. [redacted] apologizing for the delay and offering to send her a check for the coverage she's requested ($.60 per pound per item damaged during the move).  We're waiting to hear from her as to which address to send the compensation for the damages that occurred during the move.

The customer signed off on .60 cents per pound for any damage that occurred during the move.  The attached sheet above shows where the customer signed off on this.  The glass only weighed 20 pounds and the lamp was around 20 pounds as well.  So we paid her out more than the .60 cents...

per pound that was agreed to.  We called the day after the move and the customer said everything went very well with the move and had no complaints other than the damage. Thanks, [redacted]Two Men and A TruckAssistant General Manager

TO WHOM IT MAY CONCERN: Our GM [redacted] has been in contact with MS [redacted] and we are sending out a $300.00 refund to her.  We are also sending out a moving crew to her house on 09-09-2017 to handle a few things for her.  I am so sorry that MS [redacted] had to wait so long...

for this.  This was due to our former claims manager not handling this correctly.  He is no longer with the company.  Thank you. [redacted]

I apologize that the keys on your piano were out of place and that your calls were not returned as promptly as you wanted.  Our manager is out of the office several times during the day and returned your call the day after you called the office.  We spoke to a piano repairman who...

indicated that the piano design can allow the keys to move out of place when transported.  If your piano tuner charged you extra due to the piano keys, I will reimburse you for the additional cost.   Please provide information regarding the extra charges.  Regarding the 15 minute smoking break, we reviewed our GPS tracking records for data on your move and learned that you were billed for 30 minutes less than the move actually took.  I apologize that your move did not take place as you or our company would like.   Tell us why here...

Dear [redacted], 
I've reviewed Mr. [redacted]'s
response and I do not see any new or specific concerns to address. We stand by
our original decision that a refund is not warranted in this situation. Again,
we apologize for any inconvenience to Mr. [redacted], however we will not be
issuing a refund.
Thank you for your help. Sincerely,
 
[redacted]

To Whom this may concern,Attached is the documents that we provided to Mrs. [redacted] and her family. Encompassed in the attachment is the Sales Order invoice, Insurance Policy, and the Release of Liability. Unfortunately, we do not have a signed Sales order sheet; however, the insurance document is signed. Below is a detailed account of what we have provided toad in the situation.   - Two Men and a Truck did not charge Mrs. [redacted] for the Manager, [redacted], to help unload and reload the truck to add additional items. This project took two hours to complete. Our company charges $110 and hour. The overall price to help in this situation was $220.00.  - We also did not charge Mrs [redacted] for the drive from [redacted], AZ to [redacted], AZ. The drive is approximately 55.5 miles (1 hour) per Google Maps. We did not charge Mrs. [redacted] for this amount, $110.   - Two Men and a Truck also provided a third man for free to expedite the process of unloading the furniture. The unload took approximately two hours to complete. This value in terms of rate was $100( $50.00 per man-per hour). In total Two Men and a Truck provided a total of $430.00 for a total bill of $770. We tried to rectify the situation to the best of our ability, unfortunately we did not exceed Mrs. [redacted] expectations. In order to resolve the with Mrs. [redacted], we at Two Men and a Truck would reimburse Mrs. [redacted] $300 for the dryer.Thank You, Two Men and a Truck

[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 11188493, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hello,
I am not satisfied with the passive aggressive response provided by the business. While it is now to late for them to honor their verbal and written contract and assist with my move, this situation caused me a great deal of hardship and distress. I believe they should compensate me the $150 I had to pay for a last minute [redacted] truck after they backed out of their agreement with me. This is the only satisfactory resolution based on the mental anguish they have caused. I have attached my [redacted] receipt for reference.
Thank you,
[redacted]

We have been in contact with Mr. [redacted] and are currently working to a resolution with him for his concern

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be barely satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/09) */
We did complete a move for Mr. [redacted]. In the Terms and Conditions section of our Bill of Lading, it states that we are not responsible for wood items damaged that are made of pressed board/particle board. Items were moved safely, and broke...

because they were not structurally sound, not due to negligence. I offered a $100 refund as a gesture of customer service sake. As far as the move, the customer had more furniture than he said he had. We offered to move the remaining items at a different date, and he declined to do so.

damaged good during move, have paid for some but still have not repaired damaged goods from...

July move. After a recent Revdex.com complaint they acted as if they would resolve my issues, but there are still hundreds of dollars of damaged goods that need to be fixed or paid for. In particular a $500 futon that is useless because of missing parts.$500 to replace the unusable futon

We regret any inconvenience that we caused in delaying thissettlement.  As for the bolts on thedaybed, our men use hand tools to disassemble furniture as to not strip boltheads or screws.  The bolt heads wouldnot come apart because they were already stripped.  This was an older daybed...

and most likely was assembledmany years ago.  Although the customerdeclined full-valuation coverage, we did send her a check for current marketvalue of the daybed .  We did return thedamaged bed and there was a delay in getting the suspension deck returned.  We apologize for the delay.  Our adjuster's notes have the customer askingfor the check to be sent to [redacted] as per the customer.  If this is our mistake, we apologize for theinconvenience.Josh M[redacted], General Manager

Initial Business Response /* (1000, 5, 2015/11/25) */
Contact Name and Title: [redacted]
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@twomen.com
Revdex.com response for Case #XXXXXXX
[redacted]
Our company performed a relocation service for Mr. [redacted] on 9/29/15. It was...

during this move that our movers did in fact damage some of Mr. [redacted]'s property: 1.) small piece of glass 2.) a marble piece 3.) three brick steps 4.) a downspout
Licensed, professional movers like us must comply with the Illinois Commerce Commission standards for handling, loading, moving, and unloading of property. Any and all regulations for the moving of household goods within the state of Illinois can be found at www.icc.illinois.gov Please read the following two sections of these regulations as it pertains to moves within Illinois including the move of [redacted] and [redacted]: A.) Carrier Liability and B.) Claims
A. Carrier Liability-Your mover's liability may be less than the value of your goods. According to law, movers are not liable for the full value of your property unless you pay an additional charge for that protection. Mover's rates are based on 30 cents per pound, per article. If you choose to release the value of your goods at this level, you must write in your own handwriting the words "30 cents per pound per article" on the bill of lading. You may choose to release your goods at a higher valuation, but you will incur an additional cost.
B. Claims-Claims must be filed with the mover in writing within 90 days of the date of delivery. File your claim with the mover in a letter or use a claim form provided by the mover. Movers must acknowledge written claims within 30 days and act on them (that is, pay, settle, or deny a claim) within 120 days.
The move took place on 9/29/15 which legally gives us until 10/29/15 to acknowledge there is a written claim and gives our company until 1/26/16 to act on any of the damage claimed from the move. I spoke to [redacted] on 10/2/15 (3 days after the move) to acknowledge the written damage claims. I performed an on-site damage inspection on 10/6/15. [redacted] stated they would like to have the bricks and downspout repaired before the winter so we've tried to contact two masonry companies and two construction companies in the Highland area and none have contacted us back. We've also contacted several marble companies so we could get a fair market value of the damaged marble. We had a glass vendor repair the damaged entertainment center and we delivered this back to [redacted] on 10/26/15. We will continue to find a reputable vendor to repair the bricks and downspout at the property address. We are still adamantly pursuing to get all of the damages taken care of. If we damaged it then we will make it right and repair it. The timeliness of the repairs relies heavily on the schedule of a third-party vendor and is out of our control.