Two Men and A Truck

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

Initial Business Response /* (1000, 5, 2016/01/21) */
We accepted responsibility for the 2 broken items. Upon scheduling the moving service, the customer acknowledged that if a damage occurs, Two Men And A Truck reserves the right to repair the damage in question. If we determine that a...

damage cannot be repaired, we reserve the right to either repair or compensate for the damage. The broken table leg was repaired by a wood refinisher, in which the structural integrity was restored. The customer was completely satisfied with the repairs.

Initial Business Response /* (1000, 5, 2015/10/10) */
TWO MEN AND A TRUCK/Central Illinois performed an Interstate move for this customer on September 26th, 2015 with a total cost of $981.00 at which point she gave her credit card information for payment. When we attempted to run the card, it was...

declined. One of our representatives contacted her on September 28th at 2:53pm to collect the payment and start the damage claim process. The customer informed us that she stopped payment on the move because of damages and she "didn't feel like she should pay for the move."

Later in the day on September 28th, I contacted the customer to explain the damage claim process. First we collect payment for our services then we are able to begin the claims process and work with her to get a settlement or repair as outlined in the agreement she signed under "Terms and Conditions" Section 4(b). She refused to give a payment. Per USDOT regulations, we are unable to process any claims until payment is received. Once payment is received we need a completed claims form filled out with the claimed damages along with any photos or additional information.

During that call, she accused our crew of sending inappropriate texts and phone calls. I asked the customer to forward these text and phone records and I have yet to receive anything further. The only communication that occurred was an acknowledgement from our driver that he returned home safely - at the request of the customer.

Two Men And A Truck should be paid for services provided. We also want to settle all claims with this customer as quickly as possible. However, without cooperation from her, we are unable to proceed.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept the response from this company because it is not true. I did not send the unwanted text messages to the manager because he stated that nothing would be done until he received full payment. I was told that I would have to handle the harassment on my own. I was NEVER given an option of reimbursement. I was told that upon receiving full payment, they would send someone out to repair the damages. I told the manager that I did NOT want anyone else from his company to touch my furniture and because of the creepy text messages from his employee...I definitely did NOT want anyone else from his company to come to my new residence. The manager can clearly look at the screenshot to access the date, time and messages to see that he wasn't just telling me he made it home safely. I NEVER asked him to text me nor did I respond. I have filed a complaint with the Adjutant General's Office of Illinois. The complaint is being worked on as well on this same matter. I am not paying for this unprofessionalism. This company not only damaged my furniture, but they damaged the rental property that I moved from which resulted in a forefiture of my security deposit, the damages to my furniture is too severe to repair and that mover who used my information to send creepy text knows exactly where I stay in which I'm stuck in a 12 month lease. There is not a valued price that I'm going to pay for this..I just hope that this does not happen to anyone else....especially another single female.

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

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

From our Terms & Conditions- Mover's Liability:
Furniture or other articles made from pressboard or particleboard are
relatively fragile, and not suitable for transportation after being assembled.
Therefore, unless the article has been fully disassembled before the Mover
takes possession of...

it, the Mover assumes no liability for any damage to
any article made from pressboard or particleboard. The shipper may
tender such articles to the carrier without prior disassembly, but solely at
the shipper's own risk, and the shipper thereby waives and releases all
claims for damage to that article against the Mover, its agents, employees,
officers, successors and assigns.
While moving the customer's partially disassembled desk, the item fell apart under its own weight, due to structural integrity and inherent weakness. Per our Terms, Mover shall not be liable for this claim. I am sorry to give this news, and wanted to help the customer in any way possible. We did contact the manufacturer of the desk, and forwarded the customer the contact information to order replacement parts.

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]