Two Men and A Truck

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]

Initial Business Response /* (1000, 5, 2015/11/25) */
Contact Name and Title: [redacted]
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@twomen.com
Revdex.com response for Case #XXXXXXX
[redacted]
Our company performed a relocation service for Mr. [redacted] on 9/29/15. It was during this...

move that our movers did in fact damage some of Mr. [redacted]'s property: 1.) small piece of glass 2.) a marble piece 3.) three brick steps 4.) a downspout
Licensed, professional movers like us must comply with the Illinois Commerce Commission standards for handling, loading, moving, and unloading of property. Any and all regulations for the moving of household goods within the state of Illinois can be found at www.icc.illinois.gov Please read the following two sections of these regulations as it pertains to moves within Illinois including the move of [redacted] and [redacted]: A.) Carrier Liability and B.) Claims
A. Carrier Liability-Your mover's liability may be less than the value of your goods. According to law, movers are not liable for the full value of your property unless you pay an additional charge for that protection. Mover's rates are based on 30 cents per pound, per article. If you choose to release the value of your goods at this level, you must write in your own handwriting the words "30 cents per pound per article" on the bill of lading. You may choose to release your goods at a higher valuation, but you will incur an additional cost.
B. Claims-Claims must be filed with the mover in writing within 90 days of the date of delivery. File your claim with the mover in a letter or use a claim form provided by the mover. Movers must acknowledge written claims within 30 days and act on them (that is, pay, settle, or deny a claim) within 120 days.
The move took place on 9/29/15 which legally gives us until 10/29/15 to acknowledge there is a written claim and gives our company until 1/26/16 to act on any of the damage claimed from the move. I spoke to [redacted] on 10/2/15 (3 days after the move) to acknowledge the written damage claims. I performed an on-site damage inspection on 10/6/15. [redacted] stated they would like to have the bricks and downspout repaired before the winter so we've tried to contact two masonry companies and two construction companies in the Highland area and none have contacted us back. We've also contacted several marble companies so we could get a fair market value of the damaged marble. We had a glass vendor repair the damaged entertainment center and we delivered this back to [redacted] on 10/26/15. We will continue to find a reputable vendor to repair the bricks and downspout at the property address. We are still adamantly pursuing to get all of the damages taken care of. If we damaged it then we will make it right and repair it. The timeliness of the repairs relies heavily on the schedule of a third-party vendor and is out of our control.

This customer was moved on March 29-30, 2017.  We were not contracted to pack and homeowner chose to pack themselves.  We have certain terms and conditions that apply to items that are packed by owner.  They are stated as follows in the pre-move letter that the customer receives upon...

booking their move:When there is a damage that is the cause of our movers we do take responsibility.  This is stated in the Terms and Conditions that they receive with the pre-move as well as on the back of their sales order.  When items are packed by owner we have no control over how the items are packed or the materials/supplies that are used.  Our movers go through training for packing and use supplies/boxes etc. that are designed for specific items. All of this information was fully disclosed and discussed with this customer.  We did move his TV and though no damage was apparent. It appeared that the TV had later been moved from the location the mover had placed it, but we wanted to offer compensation to him out of customer service.

We accepted full responsibility for the damage to a mirror/frame.  The item was discarded after being broken beyond repair.  With our valuation, the damaged item was cash settled at fair market value.  A settlement check has been issued to Mr. Sutton.

We have repaired all damages that we were responsible for. The customer signed off she is satisfied with all repairs.  Thanks

[redacted]
I am in receipt of the complaint from [redacted]. My initial contact with [redacted] was that the damage to the walls was minimal, something that could be touched up by the builder with minimal costs. [redacted] stated "I have contacted the builder and the repair will...

be minimal, I am not the type of person that is going to get you with a high bill". During our discussion of the repair, I clearly stated my expectations of a bill of roughly $100.00, that being a high number. He agreed. When [redacted] received the quote for the repair, given the number, he should have given me the opportunity to present it to my insurance carrier, but he did not.  He allowed the work to be done without my approval or that of my insurance.  Hence, my insurance denied the claim.  I felt the right thing to do was to pay [redacted] half.
I believe I have been more than fair in sending [redacted] a check for $325.00

Revdex.com:
I have reviewed the offer and/or 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.Revdex.com,I received an email from 2 Men and a Truck with an unreasonable settlement for all damages done to my property from their business.I feel this is not acceptable as damages done to my furniture way exceed the settlement they are offering and they need to make it right.I have sent Stephen M[redacted] another email pertaining to this and I am waiting on a response back from him.
Regards,
[redacted]

We do want to extend our apology to our customer. We completed the move on November 30, 2017 and were notified by our customer on December 5, 2017 regarding their concerns with the move  within our required time frame. We received the complaint , completed an internal investigation and made contact with the customer regarding their concerns. However on our end we failed to follow up with our customer and complete the process. We have acknowledged that some of the concerns were moving related and are willing to repair the items in question. We have scheduled an appointment for Monday January 29, 2018 for our Contractor to come out and address the damage concerns. Once the damage concerns are addressed to our customers satisfaction we will address the late arrival time directly with them.Again we wish to apologize to our customer for our lack of follow through in addressing the concerns that we as well agree were moving related concerns and need to be addressed.

Good Afternoon [redacted],
 
My Name is Dan [redacted] and I am the Manager here at Two Men and a Truck.  I was also out on the move Sunday unloading the Trucks that were completely loaded from the night before. and going back to load the remaining truck.  We did ask your wife if she would like us to go to the load site after we unloaded the first truck or if she would like us to unload the other truck first.  She explained that you guys had until midnight to be out of the home so we could unload the second truck first.
 
I would like to apologize for the estimate going so far different.  It is never our intention of having situations like yours happen.  I know you booked your move just a couple days before your move date and we were able to squeeze you into the last truck we had available.  As for regarding the estimate itself, we base estimate on  the information that is provided by our customers. We do place a lot of responsibility on our customer to give us as much information as we can.  If we would have know that the house itself was a 5000sqft home being placed into a smaller 1400sqft home with 400 to 500 boxes we would have better be able to assist you.  The only information that was provided was that we are moving items on the main floor and moving into a 2 bedroom town home.  We did email you a "Home Inventory Checklist" in hopes that you may be able to fill it out so we can address the truck capacity. 
I am here to try to walk thru the procedure as best I can.  If you would like to speak with me more regarding this situation please feel free to give me a call at ###-###-####.  I am in the office from 7:00am to 5:00pm, Monday thru Friday. Unfortunately we will not be offering an further compensation for the move.
Sincerely,
Dan [redacted]
###-###-####

We will contact the customer and reimburse for the 73.66.

Initial Business Response /* (1000, 5, 2014/09/26) */
We moved items requested per the customer. After the move was completed, customer called and said a television was damaged. Customer emailed me a picture. I reviewed this with the moving team. There was no evidence of any cosmetic...

damage and the movers said this was moved safely. Prior to moving the t.v., the condition/mechanics were unknown. I had a conference call with the customer and the employees, and there was no evidence that we damaged it. I asked the customer when she had purchased it and if it was under warranty, and if so, she could contact the manufacturer. I informed customer that due to evidence presented, we could not be liable for this item. Out of customer service sake, I did offer to help with packaging/shipping it to the manufacturer.

[redacted]
I am rejecting Two Men and a Truck statement because it is an out right lie. The paperwork I have clearly shows the estimate of my whole house contents adding up to 102.43 %. The other attachment shows a payment to a dumpster company. It was so hard to throw away  some of my bellongings. If the estimate had been  right  two man and a truck would have given me 2 trucks, and I wish they had. [redacted]

We are sorry that you feel you overpaid for our service.  As you were aware, you were only billed for actual time.  Your original estimate was quoted for 6-7 hours.  During the move, you added more furniture and increased your number of boxes to be moved.  With this, you...

acknowledged and singed a Revision To Estimate, agreeing to have all contents moved.  This Revision was estimated for approximately 8-9 hours.  Your total time billed for the move was within the Revision To Estimate, right at 8 hours.  Unfortunately, we are not issuing any types of refunds or discounts.  Also, please note that you did use our services back in 2014, in which you were not happy with the overall cost of the service, and complained about it.  You also contacted the Revdex.com and made a complaint at that time, in which we issued a $500 refund to you.  This recent move, we sent our very best men to make certain things went without a hitch, and also sent a 4th mover, free of charge to speed things up.  Again, we are very sorry that you are not pleased with the cost, but we are in a position to deny any requests for a refund.

The moving team was efficient and hard working, keeping the billable time down to a minimum. They protected my doorframes and floors well and expertly wrapped my furniture. They honored my special requests nicely and with professionalism. The follow-up from the office during the planning and move was timely and consistent.

Mr. [redacted],We apologize that your moving experience did not live up to expectations for whatever reason.  We have made efforts to repair some of the items you have mentioned and we are willing to address the remaining damage concerns you have raised by coordinating our various vendors to assess...

and make the necessary repairs.  Recently you stated that you did not want us to coordinate vendors but would rather accept a settlement check for compensation.  We are open to that idea and encourage you to contact [redacted], Franchise Manager, to discuss what you feel is fair compensation to deal with the remaining damages and bring this matter to a close.