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.
Regards,
[redacted]

Initial Business Response /* (1000, 6, 2014/11/21) */
Ms. [redacted]'s move was estimated for 6 hours (see attached confirmation letter emailed to customer on 9.30.14, 2 weeks prior to the move).
Every move is different, and we always recommend customers *not* compare their current move...

with a previous one, because they are different scenarios (access is different, levels of preparation can be different, distance can be different, etc.).
I understand what she believes about how long the move *should* have taken, and I fully empathize because I recognize that moving isn't cheap, but the fact remains that my customer service rep gathered the information for her move, and booked it out for 6 hours. Based on our experience with similar move, 6 hours was appropriate to plan on for Ms. [redacted]'s move.
Her move took 6.75 hours in total, and she tipped my movers $90.00.
Shortly after completion, Ms. [redacted] spoke with my sales manager, [redacted], and was a.) offered 10% off the move total as a customer service gesture, and b.) informed that our repair professional, [redacted], would be contacting her shortly to work out a schedule a time to take care of her damages. Ms. [redacted] quickly dismissed the offer of 10% off, and said she wouldn't accept anything less than 50% off her move costs.
I see that she is now demanding well *over* 50% off her move costs. We are unwilling to refund her 50% or the current 55%, but I am willing to talk about a 15% discount.
Regarding her damages, Ms. [redacted] has been talking with [redacted]; trying to find a time to have him come out to make the repairs. In fact, she spoke with [redacted] last week, so it will happen as soon as she can work him into her schedule.
This is obviously not the way we want a move to end up. We take our work, and our reputation, very seriously, but we also recognize that we can't please everyone. I believe my offer to refund an additional 5% off her move costs to be a reasonable response; given that the repairs are not really a factor because it is just a matter of scheduling at this point.
Whether this will be sufficient for Ms. [redacted], I do not know, but beyond the repairs of her damages, we are not willing to offer more than a 15% discount.
It is my sincere hope that we can come to an amicable resolution. Please call if you have any questions. Thank you very much.
[redacted]
General Manager
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it very interesting that he has avoided responding to the photos I attached or address the complaints I made about the movers.
Both locations I have moved from and to are exactly the same lay out.
Just because I'm in contact with [redacted] with the repair company does not change the amount of damage or less than satisfactory work they provided.
Me tipping the movers doesn't change the poor work they did. They did perform a job and I was raised no matter how horrible service you receive, you should always tip because it's not entirely their fault. The movers need to be trained properly or the company needs to hire efficient movers.
Final Business Response /* (4000, 17, 2014/12/29) */
Two Men And A Truck is disappointed that the situation has come to this, but I can only offer a 15% discount for Ms. [redacted]'s move.
While I recognize this will likely not please Ms. [redacted], I feel that it is fair.
I wish all involved happy holidays, and I hope that we can move on from this point. 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.
The only voice mail I received was the initial call back from [redacted](sp?) in late June.  No one has called me back since.  I gave them two phone numbers to reach me at (home and work), and no one ever called me.  I am through with this company.  Obviously, they twist the facts and I will never use them again.  Nobody has bothered to call since I contacted the main corporate office.  I am finished with this company and want to put this all behind me.  They are a terrible business to deal with.  I will never recommend them to my family and friends.  I do not want any more contact with them.
Regards,
[redacted]

I recently needed a very last minute move and Marilyn at Two Men And A Truck helped me schedule it and set it up so nicely. She was really friendly, professional and so accommodating. I can't believe we pulled it off with little notice and over a weekend. In addition, the things had to be picked up and moved into a storage unit without me even being there. Clarence and his moving team were great. He called me several times to update me on his progress and everything went perfectly. I found the entire experience stress free and painless, which is incredible when you're talking about moving! These guys are trustworthy, super, the best!

September 8,
2014
RevDex.com Complaint I.D. [redacted]
Customer
[redacted]:
Regarding
difference of estimated cost to actual cost:
On July 23,
2014 Two Men And a Truck did an onsite visit for Mr. [redacted] and provided him a
hand written estimate of $1160.00. The estimate...

was based on the items that Mr.
[redacted] stated that he wanted us to move. His scheduled move date was to be
September 6, 2014. On the hand written estimate it was documented and noted
that the estimated cost was based on only the items listed as discussed with
Mr. [redacted]. Mr. [redacted] was also given a written copy of this estimate. On
September 6, 2014 the day of the move when the Movers arrived Mr. [redacted] stated
that he now also wanted the contents of his garage moved as well as other items
that were not noted on the estimate sheet that was created during the onsite
visit of July 23, 2014. The Movers did explain to Mr. [redacted] that they
acknowledged that he was adding additional items but also informed Mr. [redacted]
that due to the volume of the additional items he now wanted to move they were
recommending a second truck be sent out as with the additional items everything
would not fit on one truck. Mr. [redacted] approved the request for the additional
truck and one was dispatched to his move from address. With the additional
truck and 2 movers as well as the additional items and the time it would take
to move them the cost to complete the move did exceed the original estimate
that Mr. [redacted] was given on July 23, 2014.
Regarding
missing item (Margarita Maker):
With the
additional items being requested to move the garage items were primarily boxes.
Two Men And a Truck did not pack any items for Mr. [redacted] and were only
contracted to move the items. In addition to Two Men And a Truck moving the
boxes Mr. [redacted] also had family members moving boxes in their personal vehicle
at the same time. Mr. [redacted] did not stay at his original pick-up location but
went to his new location as the vehicles were being loaded. As explained to Mr.
[redacted] the movers (seeing they did not pack any items) would be unaware of any
contents of any of the boxes and literally would not know what was in them.
With boxes also being loaded into a personal vehicle we would not have any
control as to what boxes would be in any specific vehicle. Two Men And a Truck
is unaware which of the vehicles would have transported his missing items or
that the missing items even existed. Mr. [redacted] did sign off at the end of the
move that all items were removed from the truck as he visibly observed that the
trucks were empty prior to him paying his bill and releasing the trucks to
leave.
Regarding
left items at pick up location:
Mr. [redacted]’s
wife after doing a walk through with the movers prior to them leaving the
pick-up location did sign off on the paperwork that all items that they had
wanted us to move were removed from the property were on both of the trucks
prior to them proceeding to the drop off location.
Two Men And
a Truck does try and provide the best customer service during the move as well
as follow through after the move. If any questions or concerns have arisen
during this time we do investigate these concerns and will rectify any concern
caused by our movers or our Company.

Initial Business Response /* (1000, 5, 2015/03/05) */
After the move was performed, the customer performed a visual inspection of our truck to ensure all items were unloaded and the truck was empty. Customer signed the truck release form acknowledging we moved all requested items. Per our...

terms and conditions/bill of lading, we are not responsible for items that are lost.

From the initial call to paying when finished, everything went smoothly. Marilyn gave me all the details about the crew & how everything would be taken care of. They were available on the day & time we needed them even with us giving short notice. Our movers (Angel, David & Julian) were professional. They shook our hands & introduced themselves individually to us. They were polite, courteous & took very good care of our belongings. We would definitely recommend Two Men & a Truck to anyone who needs help moving. We had an original estimate of 5-7 hours based on the information we gave them on how much we had. Our move was completed in 4 hours. Thank you Angel, David, Julian & 2 men & a truck!

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].
Unfortunately, I will not agree to disagree. The true facts are that the damage was caused by a deliberate and purposeful act that Mr. [redacted]s men were told not to do as it would damage the door, they agreed not to do and then did do resulting in over $3,200 of unrepairable damage. The door, hallway and door frame are not an extension of my lease or residency and is sole property of [redacted] is not taking advantage of me; like me, they should not pay for all the damage Two Men and a Truck caused. Two men and a Truck know they have not done everything possible to reconcile the situation as they have not remitted payment for all the damage they caused. It’s simple: If a neighbor installed new high quality windows in their house and a person was told not to throw a ball at the new windows because they would break, agreed not to, but then did so a few minutes later breaking the glass and damaging the window frame,; is that person only responsible for installing substandard glass and not replace the frame OR are they responsible for replacing the window and frame with the same as before?  Two men and a Truck’s stance is egregiously absurd, unethical, wrong and frankly poor business practice. I suggest in the strongest way that Mr. [redacted] rethinks and rethinks his stance.
Regards,
[redacted]

Dear Mr. [redacted],   We are sorry to hear that you had a poor experience during your move. We always try our best to exceed our customer’s expectations but it appears we fell short in this instance. We are more than willing to address your concerns and damages regarding this move and we must...

have had a miscommunication because we were actually waiting on information from you before proceeding. We needed the invoices from your wall and desk repairs to reimburse you and needed the make and model information on your dryer to purchase the necessary replacement parts. Since we did not receive that information, we decided to take your word on the $350 desk and wall repair and find the average cost of replacement panels for similar dryers. We have since cut you a check for $600 that should be with you shortly.   To my knowledge, we had not been informed of any concerns with our billing so no consideration was given for the travel charge at the time we closed this claim.   Once again and on behalf of all of us, we do apologize for your poor moving experience and assure you that we will continue to do our very best to provide both you and all of our customer quality service.   Thank you.

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.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2014/11/21) */
Ms. [redacted]'s move was estimated for 6 hours (see attached confirmation letter emailed to customer on 9.30.14, 2 weeks prior to the move).
Every move is different, and we always recommend customers *not* compare their current move with a...

previous one, because they are different scenarios (access is different, levels of preparation can be different, distance can be different, etc.).
I understand what she believes about how long the move *should* have taken, and I fully empathize because I recognize that moving isn't cheap, but the fact remains that my customer service rep gathered the information for her move, and booked it out for 6 hours. Based on our experience with similar move, 6 hours was appropriate to plan on for Ms. [redacted]'s move.
Her move took 6.75 hours in total, and she tipped my movers $90.00.
Shortly after completion, Ms. [redacted] spoke with my sales manager, [redacted], and was a.) offered 10% off the move total as a customer service gesture, and b.) informed that our repair professional, [redacted], would be contacting her shortly to work out a schedule a time to take care of her damages. Ms. [redacted] quickly dismissed the offer of 10% off, and said she wouldn't accept anything less than 50% off her move costs.
I see that she is now demanding well *over* 50% off her move costs. We are unwilling to refund her 50% or the current 55%, but I am willing to talk about a 15% discount.
Regarding her damages, Ms. [redacted] has been talking with [redacted]; trying to find a time to have him come out to make the repairs. In fact, she spoke with [redacted] last week, so it will happen as soon as she can work him into her schedule.
This is obviously not the way we want a move to end up. We take our work, and our reputation, very seriously, but we also recognize that we can't please everyone. I believe my offer to refund an additional 5% off her move costs to be a reasonable response; given that the repairs are not really a factor because it is just a matter of scheduling at this point.
Whether this will be sufficient for Ms. [redacted], I do not know, but beyond the repairs of her damages, we are not willing to offer more than a 15% discount.
It is my sincere hope that we can come to an amicable resolution. Please call if you have any questions. Thank you very much.
[redacted]
General Manager
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it very interesting that he has avoided responding to the photos I attached or address the complaints I made about the movers.
Both locations I have moved from and to are exactly the same lay out.
Just because I'm in contact with [redacted] with the repair company does not change the amount of damage or less than satisfactory work they provided.
Me tipping the movers doesn't change the poor work they did. They did perform a job and I was raised no matter how horrible service you receive, you should always tip because it's not entirely their fault. The movers need to be trained properly or the company needs to hire efficient movers.
Final Business Response /* (4000, 17, 2014/12/29) */
Two Men And A Truck is disappointed that the situation has come to this, but I can only offer a 15% discount for Ms. [redacted]'s move.
While I recognize this will likely not please Ms. [redacted], I feel that it is fair.
I wish all involved happy holidays, and I hope that we can move on from this point. Thank you.

I received a call from our customer after our men left her house.  She told me that our men had damaged her wall.  She also expressed concerns that our men were not feeling well and shouldn't be working.  I apologized that the men were not appearing to be in good health and that they...

scratched her wall and assured her we would give her some money back for her inconvenience.  She said that our men should've padded her treadmill so that there wouldn't be damage to her wall and stated that only two of the men were moving the treadmill and that at least 3 should be moving the treadmill up the staircase.  A few additional details.To successfully move a treadmill up a narrow household staircase you need one man on the bottom, and one on the top.  When the staircase is crowded, it is dangerous for the piece and for our people.  Also - it is not safe to completely wrap and pad a treadmill as you lose the ability to grip and lift the piece.  The railing could've been wrapped and because of this and the scratch the wall - I offered to cut a check immediately for the structural damage claim.  We submitted the claim to our accounting department so that the check could be mailed in a timely fashion.  (Our customer should've received the check by now but she hasn't confirmed delivery to my knowledge.)  I've attached the Shipper Declaration of value showing where our customer selected basic value coverage and the structural damage settlement listed...signed and dated the day of the move - 1/11/16.  We all feel badly that the customer's wall was scratched during the move and have made proper policies and procedures moving forward to ensure safety when moving treadmills up staircases in households.  Cordially,Stephen

Excellent crew would use this company again!

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.

Initial Business Response /* (1000, 5, 2015/07/20) */
We acknowledged fault for the damaged safe. The customer could not provide a proof of receipt for the safe, to help determine the current value of the item. I found a brand new safe, that was the same brand/size/gun capacity as a starting...

point to determine fair market value. Per our Terms and Conditions in our Bill of Lading, damages are adjusted on the depreciated value of the item based upon the cost to repair or replace with like kind and quality, whichever is less. Also note, the safe suffered cosmetic damage only, as there was no structural damage found during our on-site inspection with the customer.

As an organization with a 97% referral rate, we strive for complete satisfaction in regards to the services we provide. As stated in the original response to Mr. [redacted]'s complaint our organization followed all procedures accurately and went above our normal protocol by providing a day of move discount to suffice Mr. [redacted]. Mr. [redacted] was also emailed directly by our Franchisee on 2/28 to address the concerns personally. Mr. [redacted] has yet to respond to that communication. As far as Mr. [redacted]'s request for a complete refund, that is being denied. We stand by our original offer to the first complaint, and will consider this complaint closed on our end as we have exhausted all options available to suffice Mr. [redacted].

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]  [redacted] The response is acceptable except that the off-white sofa wasn't mentioned above. When I followed up, the mover said it would be repaired. However, the damage is comprehensive enough the sofa needs to be recovered. I would like $250 to apply to my cost of approximately $1500 to restore the sofa to the condition it was in before the movers removed the plastic mid-move.

[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]

We were in contact with the customer from the time this was reported. We complied with their request and ask they contact the police. We interviewed our Mover/Driver and review their GPS history and the video recording at our office. We found no evidence that these items were taken by our men either...

by accident or intentionally.  We have spoken with the Texas Department of Transportation and our legal council and we do not feel that any compensation is justified. If you need any further information on this matter feel free to contact me at our office 512-[redacted].Regards,[redacted]Sales and Marketing Director