Two Men and A Truck

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.

No complaints with my January 2016 move. All the staff (estimators, office, movers) were courteous and conscientious. They were very understanding and helpful with my changing dates and the estimate was on the target. I highly recommend them.

I had used Two Men and a Truck for a local Ft. Wayne move a couple of years ago. Their management gave one of the movers my telephone number, and this creepy guy was sending my obscene text messages for over a year after I moved. If I blocked his number, he texted from a new one. I called the company multiple times, and they informed me that this guy had been fired or otherwise left.

When I was moving from Ft. Wayne to Toledo, I needed help. I was in a wheelchair with two broken ankles. I could not find an affordable mover. I called Two Men and a Truck, explained my previous experience, and they confirmed that this guy had left the business. They were committed to helping. They sent a guy out who didn't even bother to walk upstairs, and gave me a $1500 estimate to move all of my stuff.

Long story short, these movers come in, bulldoze my stuff out of the house, and I drive separately to Toledo. They LEFT MY ENTIRE BEDROOM CLOSET, BATHROOM, AND A SEOCD BEDROOM. They didn't move it! When I discovered that half of my belongings were MIA, they told me that they would need to charge me another $800 to deliver them! I was in a wheelchair, so shame on me for not crawling up the stairs to check that they had moved what we agreed to, but honestly!

They are completely unprofessional, and they hire ex-cons who stay with them for a few weeks.

Please BEWARE before you engage this company in doing anything for you! I am filing a claim in Small Claims court to try to recover some of the money that I had to pay a second moving company!

Ms. [redacted],       I apologize for the delay, I was having trouble contacting one of our vendors and wanted to be sure they were the right vendor for your job. I have reached out to the email you provided for the flooring damage and am awaiting a response. I have also...

contacted a vendor for the damages, and they will be reaching out to set up an appointment. We will also be reimbursing you for the other damages that are not repairable by a vendor.   Please keep in mind that we try our best to settle all claims with our customers as soon as possible however, problems do arise that limit our ability to quickly move forward. For any further questions, please reach out to our office and we will be sure to get this settled ASAP. Thank you

Initial Business Response /* (1000, 5, 2015/10/26) */
We are accepting responsibility for the damaged sofa. I am awaiting an email/receipt from customer of the damaged item. Once received, I will determine current fair market value on the item and settle/close out this claim. I called...

customer today and LDM with her.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive the voicemail and know I need to send a new copy of the receipt which I will do when I have it. Two Men and a Truck has a copy of the original ledger receipt from the furniture store where I purchased the couch but I am working on getting a printed copy as per their request.
First I was offered $200 with the return of the broken, irreparable couch, which I did not accept. I called and spoke with them at length and was offered "fair market value" and/or 30% depreciated value of the couch which I also did not accept, but told them to send me the information. I already asserted that this offer was not acceptable which is why I went to the Revdex.com platform to receive a fair reimbursement.
I want full reimbursement for the couch so I can buy a new one, since that is what I have to do since it is damaged beyond repair (as per what the company told me). If I'd had any control over the situation, the movers would have used the back way and not the front. I put my trust in them to do the right thing and they did not, and I should not be held responsible to pay anything out of pocket for a new couch.

[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 if they actually adhere to it. If I do not hear back from them, I will contact you again.  Thank you for your assistance and consumer protection.
Regards,
 
[redacted]

I am rejecting this response because: I talked with Dan, the manager, and was told there was nothing they could do. He said he was not part of the original conversation when I was quoted so in turn it is just "he said you said". I asked him if he felt going from a $900.00 quote to a $4800.00 bill was ridicules and was told he had no comment. He said there would be no type of refund so as far as I'm concerned, this is an unsolved issue.
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 proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The information in the response from this company are complete lies and are absolutely untrue on the events, the number of people who were of issue and the charges/fraud of emptying my bank account--which I have already dealt with at my bank. We have filed criminal fraud charges against this company and will be seeking civil damages.  We have independent witness statements to support our position.  No further need to contact us, as our attorney will take over.  Thank you Revdex.com for attempting to help, but companies engaged in fraud are not going to act reasonably.  My doctor does not want me involved in any contact with anyone from this company, and feel free to relay that to this company.  My Aunt, [redacted] will have power of attorney to work on my behalf with the authorities on my ongoing cases.  I will forward any correspondence to her. 
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/08/04) */
We performed a residential move for this customer. Customer recieved an hourly rate as her estimate, and continued to argue how long the move was going. We completed the move, and yet she was still not pleased. A call was made to our...

office that items were placed in the way, in which we offered to send out a manager to move things around, free of charge. Customer declined to let us come out for this service. I received notice from our bank that customer put a stop payment on the check she wrote for moving services. I called her to discuss, and she said she was on a budget, and didn't have the funds to pay the full amount. I tried to work with her, considering she said our movers worked the entire time, moving all items she requested. I offered to discount $185 off her bill, and she still refused to pay. I am willing to accept $800 for the completed moving services she received on 7/11/14.

Our goal is
to exceed our customer's
expectations on every move and we apologize that we
were unable to do so on [redacted] move. I have been in contact
and personally met with the customer on September 20th in regards to
the repairs necessary for replacing the mattress cover, repairing the tear in
the mattress, and the dirty box spring, I was unaware of any damage to a drawer
or any other damages. We did, in fact move [redacted] belongings and do not feel that a refund of moving costs is appropriate in this
instance. However, I have agreed to replace the mattress cover, received
a quote for [redacted] to come out and clean the box springs at [redacted] convenience, and use a patch to repair the mattress as recommended
by the mattress company. [redacted] did agree to accept a check for
$to replace the mattress cover, clean the box springs and repair the
mattress which I agreed to personally complete once [redacted] received the
checkI have attempted to contact the customer again but have not yet received
a response back. Once again, we apologize for the damages which occurred
during the move and are working to take care of them.
[redacted]

We have contacted the Corporate Office of Ashley Furniture Company, they have assured us that regarding the mattress there are no warranty concerns as long as the tag is kept in the customers possession. There is a small hole on the side of the mattress that Ashley Furniture agrees can be repaired...

and this repair also does not create any warranty concern for them. We will send out a Contractor to do the repair on the mattress. The mirror is currently being repaired and will be returned to our customer shortly. In the interest of good customer service we will reimburse our customer the 30 minutes of time she requested with an apology for the length of time it has taken to resolve her claim.
Our customer has informed us that she has also contacted the Corporate Office of Ashley Furniture and confirmed that the warranty issues are of no concern and we can continue with the repair.

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.
[I am shocked and disappointed by your response.  I have been waiting for several weeks for a details breakdown of the reimbursement and you still haven't provided me that breakdown. As I previously described, the estimated that the corporate office briefly mentioned were using incorrect items (see the toddler kitchen vs stand alone burner example).   You have failed to answer even the basic questions for me.  This is one reason I feel you and your company are actively trying to swindle money from me and are being dishonest.  Please show me a breakdown of each item that you damaged and the amount you are claiming to reimburse for it. Additionally you responded that you checked the GPS of the trip to ensure I wasn't over charged.  How would you explain their lengthy stop at [redacted] on the GPS then?  I followed their truck there while I got lunch myself so I am acutely aware of how long their stay was since I was at the EXACT location as them. I am also aware of the amount of time they sat in their car upon arrival of my house and the length of time they stood in my garage and their truck just looking confused and not actually moving.  Neither of these two issues are resolved and I am still left with the evidence that I have overpaid for a horrible service where so much of my valuable furniture has been damaged.]
Regards,
[redacted]

Hi [redacted], It’s our goal to exceed each customer’s expectations on move day, and I’m sorry to hear that wasn’t the case on your move. I am aware our manager and customer service representative spoke extensively with you regarding your concerns. As they explained on the phone, the china...

cabinet was one of the pieces you asked us not to pad and stretch wrap. The reason our movers are trained to pad and stretch wrap each piece of furniture is to protect your belongings from damage while maneuvering them in your home and while they are on the truck. Occasionally a customer will ask us not to pad and stretch wrap their belongings to cut time. This goes against our standard procedures, so we ask that the customer sign a release of liability acknowledging that he or she is accepting greater risk by refusing padding and stretch wrapping, and will not hold us accountable if damage occurs. Ultimately, we want to do what the customer prefers. That is why we asked you to sign a release of liability and followed your request of not padding and stretch wrapping your belongings. Every move is billed based on time and can be stopped at any point. We have a two-hour minimum because we feel it allows our customers the most control over the duration of their move. The two-hour minimum is not an estimate, rather the minimum charge. We charge by the hour and recognize efficiency is key to maintaining our 96% customer referral rate. That’s why we have a “hustle” policy, meaning movers need to be working at a quick pace throughout the entire move and why each mover is individually scored and compensated based on customer reply scores. After reviewing all of the items that were moved with our crew, it seems to fit within the normal range. Again, we’re sorry we did not meet or exceed your expectations on this move. If there is anything else you would like to discuss, please contact our office at ###-###-####. Sincerely,  [redacted]TWO MEN AND A TRUCK®

We used Two Men & a Truck for a recent relocation of our offices in Colchester. The crew was very professional - showed up on time, did great work and got the job done. We used them for both packing & the move and were very happy with the work they did.

Complaint: [redacted]
I am...

rejecting this response because:At the time the mirror was broke, however, the frame was not as witnessed by my wife and the Two Men and a Truck Work crew. The damage report completed on 4/8/16 by [redacted] indicates the mirror was shattered by wind blowing it over outside which was due to negligence on the Two Men and Truck crew. [redacted] indicated they would take the broken mirror and frame to a company that could repair the mirror. The report states that M. Jones was responsible for the damaged mirror. No reference to the frame being damaged as witnessed by my wife. On the initial call by [redacted], the adjustor for Two Men and a Truck, indicated the mirror was broke and it would cost $890 to replace. At that time I asked for the frame and was told it could be picked up, however, on the next call Two Men and a Truck indicated the frame was damaged beyond repair and that they did not know where the frame was and they would have to research it. We have never received our frame back. Our position is that we want total replacement, no depreciation, we want total replacement at today's market value. Just as we paid our total bill of $3,645.50 for Two Men and a Truck service, we want our total for the damaged mirror to be replaced. [redacted]