Two Men and A Truck

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.

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®

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]

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.)

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

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.

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.

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]

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.

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

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,

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.

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.

I am in receipt of [redacted] response to my letter to the Revdex.com. Again, I apologize that [redacted] is unhappy with the outcome. I am not required nor did I feel it was necessary to view the damaged walls, as [redacted] seemed very reasonable over the phone and very pleasant to deal with. Again, he stated that the damage was something his builder could repair and he acted as if the repair was no big deal. "I am not the kind of customer that is unfair and will try to get you".
The bill I received after the repairs were completed included 23 hours of labor. I have spoken to several contractors since and they all agree that 23 hours of labor is outrageous for damage to the walls related to moving. I have never had a team of movers in my 7 years in business create any wall damage that required 23 hours. [redacted] movers are still employed with my company and I have never had a complaint like this.
[redacted] has since cashed the $325.00 check, which is a very fair and reasonable amount. Per my insurance carrier I did not have to reimburse him anything, but I felt it was the right thing to do. My apologies again that [redacted] is unhappy with the outcome

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.

Mr. [redacted] paid for 2 men\1 truck and was provided with 4 movers\1 truck moving him out of his apartment. Two Men and a Truck provided extra labor at no cost to Mr. [redacted].Mr. Munhnick has not been open to discuss any issues that he has reported to the Revdex.com. He has not returned any of our phone...

calls made on May 29th & June 9th.An estimate is given based on the items and the moving environment that the customer describes over the phone. An estimate can fall below the hours or go beyond the hours, nothing is guaranteed or promised. Two Men and A Truck does not promise to complete a job in the estimated time given.Mr. [redacted] hired Two Men and A Truck to move him out of an apartment in Kensington MD, 20895 on May 28, 2015. He reserved 2 men/1 truck with an estimated time frame of 4 hours moving an hour away to Frederick MD 21702. The building that he was moving out of had a broken elevator with no freight elevator, so the movers were forced to share one elevator and hallway with other tenants traveling in and out of the building. The broken elevator and sharing an elevator created a long walk to and from his unit on the 6th floor to our truck. A broken elevator will always delay a move.Management visited the move that day twice, considering the conditions he was told we would do the best we could to finish the move within the estimate time frame. 3 1/2 hours into the load with the unload 55 minutes away, the customer was fully aware that the estimate would not be met. Each truck is equipped with GPS which shows that it took one hour and 15 minutes with a bit of traffic to reach his unload location with no stopping. Two Men and A Truck follows each and every move throughout the day and follow up the next day. Mr. Munhnick has not been open to discuss any issue that he has reported to the Revdex.com. He has not returned any of our phone calls made on May 29th & June 9th.A service was provided and completed for this customer. If he would like submit a damage claim, he would need to contact our office.Please remove this complaint and mark as invalid.Juliana J[redacted] Two Men and A Truck "Movers Who Care"[redacted] Rockville, MD 20852

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!