Two Men and A Truck

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.

TO WHO IT MAY CONCERN:We have been in touch with [redacted] and have reached a settlement in the amount of $2,500.00.  We have scheduled a time with [redacted] to drop off the check and get a final settlement form signed.  That time is the morning of 04-20-15.  Please...

let me know if anything else is needed.  Thank you so much.[redacted]

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.  For your reference, details of the offer I reviewed appear below.
They have refused to do anything at all to resolve my complaint.They said that they did perform the service, and would not even address the issue of taking several hours longer to perform the service than it should have been.Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/10/07) */
We acknowledged responsibility for a broken patio table base, but this is the first time I am hearing about a damaged bed. This claim was not filed within our 10 day Bill of Lading allotted time. The patio table was repaired, but...

eventually broke again. The second option was to cash settle for fair market value of a $1200 purchase. The company that welded the table found someone who can fabricate a new base, yet the customer is refusing to let us take this route. Customer has the option to accept a fabricated table base or accept current fair market value on the table. This claim was in the process of being closed out, but she did not give me a chance.
Initial Consumer Rebuttal /* (3000, 12, 2014/10/08) */
See Document
Final Business Response /* (1000, 18, 2015/01/21) */
1/28/2015 9:40 am [redacted] is out of the office until tomorrow did not leave message.
2/4/2015 10:05 am Mediator left message.
2/11/2015 9:00 am Mediator left message.
2/18/2015 10:00 am Mediator tried to return message(2/11/15) from business but cell was busy.
2/18/2015 10:08am Mediator left message on cell and office voice mails.
2/18/2015 10:50 am The damage is 100% repairable. The company that did the earlier work warranted their work and is ready to complete the repair. If she is concerned about people on site I can have one of my managers pick up the base. I would only need a days notice. Call me at XXX-XXX-XXXX ex [redacted]
2/25/2015 9:27 am The coverage was repair or replace based on evaluation. This is fully repairable. I will offer to pay $500 or repair the item but will not pay $4,780 when it is repairable. Will repair or pay $500 to close out.
3/4/2015 2:05 pm Mediator received message out of office until tomorrow. Did not leave message.
3/11/2015 9:47 am Mediator left message.
3/18/2015 10:10 am Left detailed message for [redacted] asking for the documentation on repair and replace be sent to the consumer.
3/25/2015 10:03 am Mediator left message.
3/25/2015 10:55 am The policy is repair or replace at our option not the consumers. I will get that out to you by fax today. When this first happened she indicated the table was only worth $500 that is why we have been asking for receipts and investigating options.
4/8/2015 9:25am OK to make this go away I will offer to pay her the $1,200 but if I do that I want the table and base back to use in training. Please let me know if I should call her to work out the logistics.
4/15/2015 9:50 am Mediator left message.
4/15/2015 10:00 am When I made the original $1,200 offer I indicated if there was a cash settlement we would require the damaged goods be returned. If she returns the table and chairs I will pay the $1,200. If not and she accepts a $500 offer today I will make that payment.
4/22/2015 9:21 am Mediator left message.
4/22/2015 10:15 am Mediator left message voice mail says email claims to [redacted]@twomen.com
4/29/2015 9:47 am Mediator left message.
5/6/2015 9:50 am Mediator tried twice line busy.
5/6/2015 10:20 am Mediator left message.
5/6/2015 10:35 am No I will not accept her counter offer.I will pay $1,200 for the table. If not will offer $500 to close this.
6/10/2015 10:10 am Mediator left message.
6/10/2015 11:10am [redacted] is out of office. [redacted] was familiar with case. He said he would let [redacted] know he should send the $500 to close this out and asked for the spelling of her name.

The personal were on time, and polite at all times.
They took the time to wrap and tape all items.
They completed the move under the quoted time, and I paid less then the quote. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have several pictures which I'm having a difficult time attaching that document just how much was left behind. This was not a mere matter of a few items that we could fit on a trailer. This was clothes in the closet, a Christmas tree in the basement, a bookcase, a shelving unit, lamps, microwave, pictures, a desk, a stereo, etc. There were so many things that we had to make several trips just to get it to the new house. As for the 5% discount, we already had that in place.  We stand by our statement that we believe that the movers ran out of time and that they simply decided to leave a lot behind to finish the day. Even with the scheduling window, which I understand, there still should have been time to move everything. We saw the trucks when they got to the new house. There was definitely room for the items left behind. It was late. They just quit. We also stand by our statement that we were not asked to do a final walk through, and we did not initial each itemized statement. We signed the bottom. But at no time did anyone go through each statement with us, nor did we think that they would leave so many things behind. Who does that? When we moved from PA to WI, the movers came in, boxed up our stuff, and moved it. Done. Nothing was left behind. If it was just a few things that we could have thrown on a trailer, fine. But this was a ridiculous amount.
Just totally dissatisfied with the move, the communication, and the experience, and thought others should know what they would be getting.
Regards,
[redacted]

Moving is pretty stressful and the last time I used professional movers proved to be a nightmare. [redacted] was very helpful and listened to my concerns. She was very reassuring and the move went smoothly (no broken lamps/furniture pieces). The movers were on time and were very professional. There was a glitch with the keys I was given to my new place and they waited patiently (off the clock & in the Tucson summer season) for my new landlord to bring the right keys. They movers were cordial, friendly and professional.