Two Men and A Truck

These guys are great!! Professional, caring, fast, I have used them a couple times and would recommend their service to anyone. Each item was handled with care. Everything from first phone call to unloading was first class. WOULD DEFINITELY RECOMMEND.

The original bill was for 12 hours and after talking with the customer about the experience she had we dropped the bill to what the estimated time was originally set at.  We took off the extra hours for the inexperienced movers.  Our estimates are based off of 10's of thousands of...

moves.  We feel like the 6 hours is fair since that is what the estimate was set up for.  We also repaired the damaged furniture on 5/25/16.  We agree the other two movers did not work at our or the customers expectations are.  That is why we took off 6 hours of the bill to compensate for this issue.Thanks,Two Men and A Truck

We completed a move for our customer on July 29, 2015. During the booking of the move the customer requested 1 truck and 2 movers. Her move was estimated at approx. 6.75 hours based on the items she told us she wanted us to move. The customer stated she wanted us to stop after about 4 hours and take...

items to a second location. On July 28, 2015 the day before the move our customer called in and stated she would need more time and we now would be taking everything to only one location. When the truck arrived at the pick-up location on July 29, 2015 the movers did a walk through with our customer and she told the movers that she needed to have everything moved that she needed to be completely out of the house by the following day, the movers called the office to see if there was availability to complete the move the following morning but we did not have any availability and the move had to be completed in one day. The movers in their professional opinion told our customer that to move everything that she showed them would take a lot more time and also informed her that everything would not fit on one truck that they would either have to make two trips but recommended that she would authorize another truck to be dispatched. The customer declined the other truck and told the movers to proceed. At approx. 3:00pm the movers called in and requested additional help due to the size and amount of the items on this move. At approx. 6:00pm another truck was dispatched to their location and seeing that the customer did not authorize the additional truck, it was being sent in the spirit of good customer service and at no cost to the customer. The movers completed the move (both trucks) and arrived back to the office at approx. 12:00am. During the move there were some damaged items. A jewelry cabinet was repaired and returned, a contractor was sent out and repaired on-site items that were determined were moving related. An item was cashed out at full replacement value although the item was 10 years old and in addition to this after several discussions with our customer and verifying times through our GPS reports we authorized a cash reimbursement of $350.00 as well. The second truck that was dispatched was on location from 6:00pm until 12:00am at $120.00 per hour for a cost of $720.00 that again was free of charge and at no cost to the customer. We have made several attempts both verbally and in writing to our customer detailing everything during the move and what we have already repaired and did a cash settlement for as well as a truck with two movers being dispatched for 6 hours at no cost to her. We consider this concern as closed as we feel we have accommodated our customers need in both time and money to our best ability.

Complaint: [redacted]
I am rejecting this response because:I will be waiting for your ppl to come over and take a look at my stuff that were not fixed to my satisfaction. Then let's see what would happen next. 
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

[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]

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.
Sincerely,
[redacted]

Excellent, prompt service. Good follow up.

Hello Mrs. [redacted], After receiving the report from our vendor they recommend the following: - The sofa is not easily repairable and they suggested accepting your request of $250.00 for those damages - The remainder of the wood repairs are repairable however, they would need approval from you to complete them in your home or remove them for repairs. We can also offer you the amount of the repair in the form of a check if you would rather. Thank you.

A check is being processed in the amount of $120.00 and will be mailed directly to our customers home address due to our mover being sick and not at 100% on the day of her move per our verbal agreement.
Once the check has been received and cashed by our customer we will consider this matter completely closed.

I have spoken with [redacted].  A check has been written for $300 to reimburse the warranty that her husband had purchased.  Since the warranty had been purchased the repair was free for [redacted].  [redacted] will be responding to me and to you once she receives the check.

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 had the best move ever with the crew from Two Men and A Truck. From the initial call of inquirery, the booking and last but not least the moving team everyone was very pleasant, courteous and helpful. The moving team worked quickly being very respectful and handled our belongings with great care. They are very knowledgeable and knew exactly how to handle everything.

[redacted] [redacted]
Consumer was scheduled on Jan 21,2014.  Consumer lives in [redacted] and was...

trying to move his sons stuff out of a basement apartment. Our guys had arrived at the starting address at 8:56am.  Consumer had given the neighbor permission to open the door as well sign off the paperwork.  The neighbor had a key but there were other locks on the door in which we were unable to open it because the locks were changed by the landlord.  Consumer was trying to get in contact with the property management company to meet our guys.  Consumer said that he was going to have the neighbor just use a crow bar to open the door.  Our driver called us to inform us what was going on.  I called the consumer told  him that our guys will not be able to do this move if we are unable to open the door with a key.  Consumer said he didn't care, and just wanted his sons stuff out of this place. I told consumer that our guys had left and we would have to reschedule this for a different day when were able to get in the apartment safely with a key.  I informed consumer that he would be charged for actual time involved and that includes travel time from the office back to the office.  We had originally charged him the estimated cost for 3 hours which is $330 at $110 per hr on his master card prior to the move due to the circumstances.  We ended up only charging him for 1.25hrs total of $134.50, so I credited him back $134.50.

Hello [redacted],   We are truly sorry about the damage to your refrigerator and the inconvenience this has caused. I left two voicemails on (January, 21...

2015) and (January, 22 2015) for [redacted] this week to speak again about what can be done to help resolve the situation. I am very happy I was able to get through to you today January, 23 2015, Like I mentioned over the phone we want to go ahead and make things right. We know that going off of the basic valuation you would only be reimbursed $180, which is why we want to go ahead and reimburse you folks a total of $735. We do apologize sincerely and we hope that we have made things right with you. Attached above is the receipt of reimbursement, if you have any questions please feel free to contact me here using any of the contact methods below.     Thank you. Sincerely,     [redacted] Move Manager TWO MEN AND A TRUCK® TMT SoCal, Inc./CAL P.U.C. T - 0190947 MC-837788  D.O.T- 02430454 [redacted] p [redacted]

Initial Business Response /* (1000, 5, 2015/02/24) */
Unfortunately, this is the first that we have had a chance to communicate with the customer. The phone number that we had for this customer in our computer was the phone number for a customer with the same name. When we called this...

customer who also had moved with us, she told us that there was no damage and she was really happy with our movers, so we closed the damage report. There is no such thing as a reimbursement request form, what the movers filled out was a damage form. We have contacted the customer and will do our best to either fix the lamp or find a suitable replacement for her. Again, we are sorry over the confusion in us trying to reach out to the customer immediately after the move and talking to the wrong person.

We (Two Men And A Truck) have spoken to [redacted]. [redacted] and [redacted] have agreed to have the total cost of the move brought down to the original estimate which equates to a $186.25 refund. [redacted] and [redacted] have also worked out all details to have the couch and hutch door repaired. All issues...

have been addressed. As far as we know there are no more issues to cover. If this conflicts with anything [redacted] is saying please have [redacted] contact us and we will happily work out a solution.

I was completely satisfied with my moving experience with Two Men and A Truck. Angel and his crew were very pleasant, hardworking, and extremely helpful. They obviously take pride in their work and are very accommodating. They worked non-stop for the 6 hours it took to complete my move. All my furniture was carefully shrink wrapped and wrapped with a moving blanket. They took the time to ask me where each piece of furniture was going in my new home and marked it accordingly to increase the efficiency during the move. They were not satisfied until I was completely happy with the positioning and location of the furniture. I would highly recommend Two Men and A Truck to anyone and wouldn't hesitate to use them again! Great job!!

We  have talked with [redacted] on 11/24  explaining to her that she was not charged the 3 man rate.  She was charge the 2 man rate for her entire move.  She did have a 3rd man that was in training.   [redacted] understood this.   The move did however go over the...

telephone estimate by  2.5 hour.    Tthere was an item not put back together correctly.   We have agreed to compensate [redacted] for  2 hours of her move and we will reimburse [redacted] the total of $220.00  via check from our accounting office.

Our in-home consultant explained to the customer during her on-site consultation that this move would require two trucks.  The customer told our on-site estimater that the cost for two trucks was out of her budget; we have addressed this in our previous response.  Our in-home consultant explained to the customer that we would fill one full truck, and that all of her items would not fit on to one truck.  The customer agreed to the estimate for one truck, and she said that she would rent a [redacted] for the rest of her items.  We explained that per company policy we could not load the [redacted], but that we could unload it at her destination.  The total cost for the customer's move was for one of our full trucks, and for the unloading services that we provided for both our truck and the [redacted] truck.

Hi [redacted], Thank you for using our services. We do apologize for your unsatisfactory experience in moving with us. We strive to make your move as easy as possible through outstanding customer care and efficiency. It sounds like this did not happen during your move and we would like to understand what it is we could have done better for you. Please contact us at your earliest convenience at 760-290-4466. You can also contact our San Marcos Location Manager at [redacted]