Two Men and A Truck

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.

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...

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.

Initial Business Response /* (1000, 5, 2017/08/24) */
I contacted the customer on 7-24-17 and agreed to a cash settlement to close the complaint. The customer accepted the cash settlement and a check was mailed on 7-24-17.
Initial Consumer Rebuttal /* (2000, 7, 2017/08/24) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)

My husband and I had an excellent experience with this company. They were highly recommended by numerous people and that is why I went with this company. The two gentlemen were very professions, courteous, and very helpful. Thank you for an excellent, non stressful move.

Dear [redacted], Thank you for bringing the issues on your move to our attention, and for the opportunity to work together toward a resolution. We apologize for the delay in communication; reaching our vendor was a challenge and we could have done a better job in keeping you informed during that...

process. We’re glad you were able to make the necessary repairs, which we will be refunding you for as discussed today. If you have any questions, please do not hesitate to contact our office directly at 858-877-2100. Sincerely, [redacted]Sales Manager

I have used Two Men And A Truck once, and will use them for my next move.

[redacted], Thank you for your response. Again I am very sorry for the inconvenience you experienced with us. Unfortunately, all of the information we have received about this incident indicates to us that we, Two Men And A Truck, are not responsible for the damages you are claiming against us. We save every email correspondence with our current and past customers in order to maintain important and confidential information. Our Operations Manager, Chris, was able to get in contact with you about the issue and claimed that all of the damages to your items were pre-existing and are not the company’s responsibility. Due to the unique circumstances our movers encountered during the time of the move, Two Men And A Truck feel we were sufficient and fair to you and the items we were moving. Thank you again for your feedback, and we hope we were able to resolve this issue for you. Two Men And A Truck Management

We have had a few vendor issues trying to get this customers damage repaired.  It was not a local move so we had to call around to a couple repair men and they set up times to go to the customers home and the vendors did not show up.  We do have a vendor set up to go the customers house on...

8/31/15 and we will follow up to make sure this happens.  Some times it is hard to find reliable vendors when damage occurs outside of our local area.  We will get these damages repaired as quickly as possible. Thanks, [redacted]

We've been using this company (originally under a different name) for about 20 years now. We have always gotten great service -- fast, knowledgeable and courteous technicians who go the extra mile, and competitive pricing. Highly recommended.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
First, I have not  received any messages from the Two Men and A Truck company.  I have the same number that I had when I contracted them in May 2017.  Both TV's were sitting where they were being used and not boxed. The one that hasn't worked since they delivered it (32 in) was in the bedroom. The 40 inch TV was in the den. They wrapped the TV's.  The hurricane lamp shades for the sconces were boxed by me or my family. The company is welcome to call and schedule an appointment.

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.  
[redacted]
I have not heard from anyone.  Why did you not follow up to see if they had contacted me? It has been two weeks.
Regards,

Mr. [redacted] was given a 1 hour arrival window to begin loading his items in which we met. The damage that occurred to Mr. [redacted]'s items during transit is unfortunate however as an organization we made every effort to fix and or follow the terms of our agreement. Our agreement states our organization...

reserves the right to fix/repair all items first, if and when it is determined the item is "unfixable" or "un usable" we follow the guidelines of the agreed upon depreciated valuation Mr. [redacted] agreed to. A vendor was sent to Mr. [redacted]'s home with 14 days of his unload to fix any items that could be fixed and to our knowledge the repairs were sufficient. In regards to the "un repairable" items (paint chip on side of appliance, dent on bottom of lamp base) all items are still in working condition and the damage that occurred is more cosmetic. Even with the items being in working condition we made an off of $200 to suffice Mr. [redacted]'s concerns. This offer of $200 is all our organization is willing to offer based on the agreed terms of our contract. As of now we consider this complaint close, however will be more than willing to refund the $200 to Mr. [redacted] when he is prepared to accept.

We are sorry your move did not live up to the standards we strive to exceed each day. During the course of this move, a few damages did occur.  However, on the day of the move we called the customer to inquire how the move was going and even did a spot check with one of our managers who...

checked in on the move.  Both times we spoke with customer, she praised our guys.  The following day, we received a call from the customer regarding a few damages and informed us she needed someone to come out that day.  We had our repairman, who does phenomenal work, stop out and look at the damages.  Below is a list of how we addressed each damage the customer has mentioned in the complaint. One of damages was a 27 inch tube TV which the customer wanted replaced.  The TV worked but a little section of plastic had broken off the bottom of the TV.  We found the exact make and model of this TV for $25 and offered to replace the TV or send her a check for $35.  The customer was upset with both options but choose the check.  Unfortunately, there was a mix up by our company and we dropped off a replacement 27 inch TV at the customer’s house after calling the customer letting them know we were bringing a replacement TV.  We did not leave the TV in the yard, but left it next to the front door.  When we went out to drop off the check and pick up both the replacement TV and the slightly damaged TV, the customer admitted the TV was on the porch by the front door and not in the lawn.A corner of the entertainment center was chipped during the move.  As the customer requested, we sent our repairman out the day she called and fixed the corner of the entertainment system.  The customer told our repairman she was satisfied with the fix.  Our repairman wanted to clasp the corner on after he glued it but the customer declined as they were watching TV.Unfortunately, customer’s daughter’s bed was assembled backwards by our movers.  The issue was diagnosed and the repairman quickly reassembled the bed correctly. This review was the first time we have heard of a missing spoon, a hole in a BBQ cover, the BBQ being placed in the wrong spot, and the packing issue.  We have asked our packers about the missing item and they do not know anything about the spoon.  The vast majority of the packing was done by the customer and we don’t know where any items would be in those boxes.  On the few boxes we did pack, the customer did not want to pay for packing paper so the movers improvised and used napkins to ensure the items could be transported safely, and cost effectively, for the customer.  As for the BBQ being placed in the garage, the customer did not ask us to place the BBQ in the backyard so our movers placed the grill in the garage as is typical so it would not be subjected to the elements.  Additionally, the movers didn’t notice a hole in the cover or they would have brought it up to the customer like they did with the other damages they reported. The customer stated she called us recently and has not heard from management but we have no record or message from the customer.  We repaired to the customer’s satisfaction multiple items quickly after this move occurred.  After receiving this review, we again contacted the customer to address her issues with our move and worked around her schedule to stop by the house.  The customer was happy for us to stop by with the check and pick up the TVs.  When we asked if there was anything else we may do to help, they said everything was good.  We strive to exceed our customer’s expectations each move and we are disappointed we did not make this customer happy.  However, for the 3 issues we were aware of, we paid over cash value for the TV (and picked up the damaged TV), fixed the entertainment center to the customer’s satisfaction, and rearranged the customer’s bed.  If there are other issues which need to be addressed, please let us know.

All positive. Very professional, and ladies with hearts of gold. This is serious business for them, and they clean the way they would want their own houses cleaned. They also give back to women with cancer by partnering with Cleaning for a Reason. I found them to be thorough, quick and timely.

Thank you for your input Mrs [redacted]. As we discussed via email, our vendor will evaluate the damages and then we will be able to give an accurate offer if it is unrepairable. Thank you.

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.

Complaint: [redacted]
I am rejecting this response because:oire.  After I sent the photos she said that it was not necessary for her to come to my home because she could tell that the repairs were substandard.  Not only did their selected vendor do an unprofessional job, the work was shoddy and looked like they went tried to save money and repair it themselves.  To make matters worse, they delivered it to my "new" home loaded with a layer of dust thick enough to write on.  This has been the attitude of Julie Allen throughout the process - just hurry up so that "she" will go away".  The repair looked like rippled contact paper that had been affixed to a lumpy surface and they didn't even try to match my cabinetry. ( Two Men also damaged my granite countertops on my nightstands but later repaired them.)When I commented on how bad the condition was, Julie Allen assured me and I insisted that they would use a "different" vendor - either this one was worse than the first or they gave the original vendor a second time.  I was given at least two different delivery dates - when they didn't meet the first date Julie said that the repairs were not satisfactory to them.  She later sent emails telling me to expect it and when I followed up she said she was waiting on the vendor to tell her when it would be ready.When it was delivered on Monday I refused to sign that the work was done in satisfactory condition (see attached photos); the glue is sloppily repaired, it looks like globs of yellow running over the top of the wood and they didn't even try to be neat.  The cut out where the tv set goes has been torn - new damage.  I have uploaded photos of the repairs indicating what they are claiming to be was "professionally done" craftsmanship.  It is not satisfactory and they have greatly devalued my furniture, not to mention the months they we have been unable to use the armoire.These so called "professional" movers damaged my armoire by haphazardly stacking chairs on top of it and it resulted into a two foot hole in the roof of the armoire that they are refusing to repair or replace.  I paid over $3000.00 to Two Men and a Truck for the privilege of having my furniture severly damaged and mysteriously missing.
Sincerely,
[redacted]

I have reached out to the customer.I am having my contractor. Going to customers home on Monday 29th at 11 am. Mr Turner will be addressing the entertainment stand,couch&holes in drywall.         As for the time complaint and broken glasses,will be dealt with...

separately.From this point forward any concerns in this matter will be addressed to my email.

I had the best experience with Two Men and a Truck. The guys were very professional and nice. They handled my furniture as though it was their own. I would definitely recommend this company to everyone!