Two Men and A Truck

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.

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]

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.

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

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!

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.

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]

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.

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, 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.

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]

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]

[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]

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.

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

We have been in contact with [redacted] through email since January 2nd 2017. She did send us pictures of the items that got repaired that she said was not done to her liking. She has mentioned to us that the dining room table was done to her liking but not the grandfather clock, piano, and picture frame. We are looking over those photos now to evaluate them and will inform her by tomorrow January 6th what we have decided to do next. Most likely we will send out our operations manager Lemuel to look at the items him self and talk with [redacted] as well.

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.

We originally estimated the customer's move at two trucks.  The customer asked if there was any way she could just hire one truck, as the customer explained the price for two trucks was above her budget.  The customer said they would rent a [redacted] for the...

rest.  We then adjusted the estimate to get it as close to one full truck as possible.  That is where the 102% of the truck came in.  We were originally looking at around 150% of one truck, or a truck and a half.  The customer asked if we would load and unload the [redacted] for her.  It was explained to her that we could definitely unload her [redacted] but not load it for her, as it's our policy to only load our own trucks.  The inventory for the customer is attached.  In the attachment you will find notes at the bottom taken the day of the estimate, well before the move, of the conversation that we had.

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]

2 men and a truck left my job. it did not matter to them that my house was being closed on the next day and the buyer expected me to be out that day. not only are they charging me for services they think they rendered but they also cost me an additional $700 for me to rent my house to keep my furniture in it for another week. the issue stems from the fact that they do not send out an estimator. the company that I then hired has this kind of job all the time, cleaning up after 2 men and a truck when they go to a job and decide they do not want to do it...