Two Men and A Truck

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

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

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!

Excellent crew would use this company again!

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]

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.

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.

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.

It is never our intention to have damages on a move but unfortunately it does happen from time to time. Two Men And A Truck worked diligently with Mrs. M[redacted] in attempting to resolve her claim. In regards to her damages counter top, Two Men And A Truck went out and received three separate quotes...

to replace the damaged item. Mrs. M[redacted] denied the replacement which means we needed to settle for compensation in the amount of $1,200.00. Mrs. M[redacted] also rejected that amount due to wanting the entire counter top replaced instead of the single piece that was broken. After checking with the IMAWA and the [redacted] Two Men And A Truck confirmed that we were not liable in replacing the entire counter top, only the individual piece that was damaged. In response to the broken lamp Mrs. M[redacted] requested $100 in compensation in which we agreed. Mrs. M[redacted] also mentioned that the move went longer than anticipated. It was brought to her attention that Two Men And A Truck bills for actual time from the moment we leave our dispatch until the time we arrive back to our dispatch. We did not see any discrepancy with the bill as it was issued and therefore denied her billing dispute. I am very sorry that this process to a resolution has not satisfied our customer but it is the offer that we stand by.

[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]

On October
3, 2015 we were contracted by Dave and Donna [redacted] to move their furniture and
personal items for them. When they arrived at the [redacted]’s location the Movers
explained to Mrs [redacted] that if they were to park the truck on the street it
would increase the time of her move as the movers...

would have a longer walk when
loading their items. They also explained that if they were to park the truck in
the driveway the truck would come in contact with the branches of the pine
tree. The Movers were told by the customer that it was okay to park in the
driveway.During the
onsite investigation of the tree damage we measured the distance of 12’ from
the tree branch to the edge of the road. The truck is approx. 30’ long and if
the truck would have stopped in front of the tree the truck itself would have
extended into and blocked the road by 18’. The boughs from the tree extend to
cover almost half way across the driveway. The driveway is approx. 10’ wide and
the width of the truck is 8’ wide. The truck also is 13’ high. The movers are
trained to avoid these situations and that is why the movers explained this to
Mrs. [redacted] and were prepared to park the truck on the street. Once they were
given permission to back into the driveway they explained that they would come
in contact with the tree itself and they would not be able to avoid it.We did
request estimates from the nurseries that were contacted to see what would be
the outcome of the damage and what would be their recommendation and the cost
involved. We received 2 estimates one to remove the tree and the other to
replace the tree. We contacted one of the Nurseries that supplied the estimates
and they explained that the damage to the tree is cosmetic and other than for
the branch being broken the tree itself is perfectly healthy. They stated they
only supplied the estimate that they were requested to do. If there is a cost
to repair the tree we accept some responsibility in this matter and have offered
to pay for some of the repair when the repair has been completed and we are
willing to pay the Nursery involved directly to avoid any inconvenience to Mr.
and Mrs. [redacted]. Regarding
the damage to the bin and the desk we did pay the full cost of the bin as
requested by Mr. [redacted] rather than follow the normal protocol of the company to
resolve this matter more expediently for them. The movers did acknowledge the
damage to the desk and we immediately sent out our Contractor to complete the
repair as well.In the
spirit of good customer service we have made every attempt to resolving these
issues with Mr. and Mrs. [redacted].  We are
willing to cover some of the cost involved with a repair to the tree. As stated
to us the tree is perfectly healthy and does not require being removed other
than to repair and improve its current appearance. Our Movers are trained to
follow the instructions of our customers and do what they are requested to do
as long as it is being done in a safe manner in order to provide the best service
and moving experience for them.

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.

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

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].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The owner of TBD Rentals, Mr. Bob D[redacted], continues to advance a number of unsupported falsities. His claims and ascertains are completely untrue and contradict the stated record. As evidenced by the pasted copy of an email sent to him below, he was notified immediately upon arrival about the substandard condition of the rental property:----------------------------------------------In a message dated 7/22/2016 01:59:44 US Eastern Daylight Time, d[redacted]@yahoo.com writes:Bob, I would like to talk with you tomorrow.  The house we rented is not at all what was advertised. What is the best number to reach you at? [redacted]----------------------------------------------Mr. D[redacted] further asserts that I knew the location of the property prior to rental. This is not true as he would not provide such information. The only information about location contained in his advertisement for the property stated: “Kiahuna Beach 4 Blocks.” A Google search shows this to be entirely false. The property is 1.9 miles from Kiahuna beach, not 4 blocks as was advertised: [redacted]Perhaps Mr. D[redacted] also wants to dispute the accuracy of Google Maps.Mr. D[redacted] further claims that he and TBD Rentals have never had a complaint lodged against them in 22 years of doing business. This might be on account of the fact that he attempts to conceal and hide his business location. When asked for his business location I was initially given a PO Box in Hawaii. When I asked one of his employees for the physical location of TBD Rentals, Mr D[redacted] intervened with the message below, accidently copying me on it:----------------------------------------------On 7/29/16, 9:09 PM, "Robert D[redacted]" <[email protected]> wrote:Don't give it to him. On Jul 29, 2016, at 9:22 PM, [redacted] <d[redacted]@yahoo.com> wrote:Dear Jared,This is a POB, not a business location. What is your physical address? From: TBD Rentals <[email protected]>To: [redacted] <d[redacted]@yahoo.com> Sent: Friday, July 29, 2016 10:59 AMSubject: Re: Kauai Vacation - Koloa, HI 96756 TBD RentalsPO Box 816Anahola, HI 96703 On Jul 29, 2016 1:59 PM, "[redacted]" <d[redacted]@yahoo.com> wrote: What is the address of your business location? Thank you,[redacted]---------------------------------------------- I imagine that more customers haven’t lodged complaints against TBD Rentals because Mr. D[redacted] does not provide the location of his business, nor does he list it on the companies website. Only in doing research with the Revdex.com was I able to find his actual location in Indiana.  In closing, I have attached a series of pictures from the property that tells the story. As you can see from these images, the advertisement for the property is a complete misrepresentation of the facts. These images are irrefutable, honestly portraying the condition of the property and the deception that was used to sell it.  [redacted] It is my hope the Mr. D[redacted] will refund my families money and will alter the business practices and policies of TBD Rentals to be consistent with those of reputable organizations like the [redacted] and [redacted], who honestly and transparently displaying the location and address of all rentals properties prior to collection payment from the customer.
Regards,
[redacted]

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.

Hi [redacted],
 
...

We’re very sorry there were damages to your desk during your move, and we understand why you’re upset. Although we train our movers to prevent damages through padding and stretch wrap services, damages occasionally happen. In these cases, we do our best to work with our customers to find a fair resolution.
 
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, which is the option you selected, is free and ensures recovery of damaged items at .60 cents per pound per article. Based on the weight of the desk the most you would have been able to recover is $90.00. Despite this, we offered a refund of $150. When you expressed your dissatisfaction with our offer and requested a vendor to repair the desk instead and we agreed to get a quote for repair to see if that was a viable option. We received a quote for the repair to be between $700 and $900 an amount we are unable to compensate based on the valuation selected for your move.  
 
We do truly apologize for the damaged desk and the inconvenience it has caused. We tried our best to offer a quick and fair resolution for you, above the amount of coverage you selected. Our offer of $150 still stands.  
 
Sincerely, 
[redacted]
Sales Manager

Complaint: [redacted]
I am rejecting this response because:You were provided pictures the day of the move, of everything damaged. In addition, the GM was there when the blinds were damaged and a picture was sent to him as well.  The spray tan arena was damaged because of the inexperience of the crew, wedging and forcing a piece of equipment that causes it to break WHILE HANDLING is a direct result of lack of training and professional crew being assigned to my move.  No "waiver" removes liability of a companies complete negligence and that is the case here.  This spray tanning arena was delivered by professional movers. It took them 10 minutes to unload the equipment from the truck and deliver it through the same area your company could not navigate.  The other company had absolutely no problems or damage of the spray tanning arena. Two Men and a Truck professed to be professional movers and charged an hourly rate for professional movers however, was not able to perform the duties of a professional mover.The passing the buck response by Two Men in a Truck is a clear demonstration of what the GM did the day of the move.  EVERYTHING has been provided to the GM and he dismisses it. The GM promised to replace the blinds on the 28th, he did nothing and now takes no responsibility for his repeated neglect.  The GM received 3 phones calls from me during this move, with by severe concerns that this crew was not trained or capable of handling this move, the GM dismissed me concerns.My first response clearly states that I had to return to the move location to removed all items MYSELF (6) hours of work and 2 SUVs and a Van to finish the move. The GM misses or chooses to ignore the fact that his crew arrived and decided to "re-estimate" the job, that had already been estimated by Two Men and a Truck Estimator in September. 30- 45 minutes wasted why an inexperienced mover does a "re-estimation" of the job and tells me it will take at least 3 hours more than estimated.  Regards,[redacted]

Mrs. [redacted],  you signed off on .60 cents a pound for your valuation option. We have made more than fair offer to you based on this option. You can contact the office at [redacted] to discuss this further. Thank you.