Two Men and A Truck

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]

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]