Two Men and A Truck

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.

Tell us why here... We have been trying from the day of the move to resolve Mr. and Mrs. [redacted]s concerns regarding the damage to their tree. We have reviewed the estimates that they have provided but to this date nothing has been done to repair the tree or replace the tree. Our original offer of $50.00 was to address the inconvenience of having to clean up the branch that was knocked off and we are still willing to compensate Mr. [redacted] for this inconvenience. To this day we have not been offered or given a reason for the original request from Mr. [redacted] of $250.00 and what or where that dollar amount actually came from.On the day of the move the movers did not request to back into the driveway as they were aware to avoid the tree and park prior to coming into contact with the tree they would have the front of the truck extended into the right away of the road. The movers parked on the road and explained to Mrs. [redacted] that due to the longer walk from the road the move might take a little longer. They also explained to Mrs. [redacted] that if they were to park in the driveway in order to stay out of the traffic lane they would have to back into and make contact with the tree itself. The movers were instructed from Mrs. [redacted] to back into the driveway.The distance from approx. the middle of the tree to the edge of the street is 22’. The trucks are 30’ in length there is no way possible that we would have been able to park in the driveway and not extend out into the street without coming in contact with the tree. The driveway is 9’ wide and the boughs of the tree did extend to approx. halfway across the driveway. The width of the truck is slightly over 8’ wide. The height of the truck is approx. 13’. We have taken extensive pictures and measurements to support that in order to back into the driveway at the request of Mrs. [redacted] it would be physically impossible not to come in contact with the tree and be legally not extending the front of the truck into and blocking the roadway.Mr. [redacted] is now requesting that the cost of his move be refunded in total and has requested $860.00. The total cost of Mr.[redacted]’s move including his original deposit was $740.00. Again we do not understand where this requested amount has come from.In regards to Mr. [redacted]’s request we are not in agreement to refund the cost of his move back to him as we consider the two concerns as separate issues. The $740.00 that Mr. [redacted] paid for on the day of the move was in relation to his personal belongings and items that were moved from one location to another location. Any damages or concerns regarding his move would be addressed as separate issues.We again apologize for the damage to Mr.[redacted]’s tree and are still willing to compensate him on an agreed amount for his inconvenience of having to deal with this concern. We have in good faith attempted to resolve this issue as expediently as possible for them. We have done everything possible in the spirit of good customer service as we do value our customers and want to develop long term relationships with them. As stated we are still willing to compensate Mr. [redacted] with an agreed amount for the inconvenience of having to deal with this concern even though the movers acted as they were instructed to do so by Mrs. [redacted]. If coming to an agreement with Mr. [redacted] on an agreed dollar amount for his inconvenience is not feasible we will consider this issue as closed.

The frame and mirror were both damaged during the move.  We cash settled at current fair market value for the frame and mirror as a single unit.  The item was discarded.  Our liability covers current fair market value, in which we've honored.

I received a call from our customer after our men left her house.  She told me that our men had damaged her wall.  She also expressed concerns that our men were not feeling well and shouldn't be working.  I apologized that the men were not appearing to be in good health and that...

they scratched her wall and assured her we would give her some money back for her inconvenience.  She said that our men should've padded her treadmill so that there wouldn't be damage to her wall and stated that only two of the men were moving the treadmill and that at least 3 should be moving the treadmill up the staircase.  A few additional details.
To successfully move a treadmill up a narrow household staircase you need one man on the bottom, and one on the top.  When the staircase is crowded, it is dangerous for the piece and for our people.  Also - it is not safe to completely wrap and pad a treadmill as you lose the ability to grip and lift the piece.  The railing could've been wrapped and because of this and the scratch the wall - I offered to cut a check immediately for the structural damage claim.  We submitted the claim to our accounting department so that the check could be mailed in a timely fashion.  (Our customer should've received the check by now but she hasn't confirmed delivery to my knowledge.) 
I've attached the Shipper Declaration of value showing where our customer selected basic value coverage and the structural damage settlement listed...signed and dated the day of the move - 1/11/16. 
We all feel badly that the customer's wall was scratched during the move and have made proper policies and procedures moving forward to ensure safety when moving treadmills up staircases in households. 
Cordially,
Stephen

[redacted]
[redacted]
[redacted]
[redacted]
I had in excess of $175,000. profit in the equity from the sale of my home. I had it free and clear. I had not yet found a home to purchase so my budget was very large. I in no way shape or form asked  two men and a truck to only move 60% to 70% of my home. And the estimate from two men and a truck clearly states my home goods to be at 102.43% .I have that in wrighting because that is the estimate they gave me. I was told the remaining 2.43% would fit in a small [redacted] trailer. I had an exteive phone conversation with the estimator as to what truck what size hitch and what to rent.      The statement from two men and a truck of me saying I had a low budget, is false.  I never said I have a low budget because  i didnt. I am going on record and saying TWO MEN AND A TRUCK ARE LYING. I have the proof from their estimate. Because of the wrong estimate I ended up throwing away 10% to 20% of My belongings. Myself my family and two extra hires men worked until midnight on the day two men and a truck were moving me. And my mother and myself until 5 the next day taking things to the thrift store to donate and throwing things in the dumpster that would not fit in our pick up.it was tiresome and too hard of work seeing my.mother is over 80 years old and I was suffering from frozen shoulder. Again I did not ask Two Men And a truck for only one truck. It was the other way around. I made the comment, I NEED 2 MEN AND 2 TRUCKS. THEY ARE LYING AND MAKING FALSE STATEMENTS. I PAID THEM $3,000 and I want a full refund because of the complete failure of the service they gave me.[redacted]

Dear [redacted], I have had the opportunity review your concerns and discuss your move with our crew and manager, as well as review the paperwork for you move. Based on the details of your move, the total time falls well within the normal range. We did experience a delay at the end of your move when you were contacting the office, however, you weren’t charged for this time. It is never our practice to intentionally delay the move in any way. Since our services are provided on an hourly basis, it is our goal to work both efficiently and safely. You have indicating that you expect a $300 refund because you want to pay the amount you paid a different moving company you moved with 6 months ago. It is not our policy to price-match. That is the equivalent of 2.5 hours of work that our crew performed, which we do not believe it is warranted in this situation. I apologize that you are not satisfied with the outcome, however we have made our final decision. If you would like to speak to our corporate Customer Care Team, you are welcome to call ###-###-#### option 3. Sincerely, [redacted]TWO MEN AND A TRUCK®

TO WHOM IT MAY CONCERN:I want to apologize for not meeting or exceeding [redacted] expectations.  We take customer service very seriously at Two Men And A Truck.  I will be looking into what went wrong in this case, so that we can avoid this in the future.  In the interest of...

good customer relations, I would like to offer the requested refund of $450.00 plus the $90.00 that the customer had to spend.  Please let me know if this is acceptable, so that I can get a check out to India Schropp right away.  I also hope that in the future, the customer would give us a second chance to deliver the level of customer service that should be delivered.  Thank you. [redacted]

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.

Our actual customer was [redacted].  The move had a later start time of 11-3 due to closing on home (no access until closing complete).  Our logistics department called at 1:53 to let her know that we will be getting there later in the window and that we were sending a free mover to...

assist in the move due to later start (truck curfew is 9pm).  They were moved out of an apartment and a storage unit into a single family (2 story w/ walkout) home. The estimate was for 6.5 hours and the customer was only charged for 5 hours actual time of service, 1 truck with 3 men and an additional man was free.  If there were broken items we were not notified of that.  Logistics spoke with the customer, [redacted], as well as myself [redacted] (customer care manager) and [redacted] (GM). Our notes from the conversation are included below.  We tried to send movers out (no charge) to assist in moving boxes and she refused the offer.  Her and her boyfriend were rude, cussing, and arguing amongst themselves.  She ended the conversation with [redacted] and did not call back.  -Spoke with [redacted] about move. Told her I would get some information and call her back. 
When I talked to her the 2nd time she was yelling and cussing at me. I told her that I was trying to listen and help her and that wouldn't resolve anything. She had an 11-3 window due to closing. She said someone called at 1:30 and we'd be there within the hour. No record of that only that we called at 1:53 stating that we'd be at the end of the window and we sent a free guy due to time factor. They went to apartment and loaded and her boyfriend was disassembling furniture by choice. Went to storage and loaded as much as possible. Unloaded boxes in garage and placed furniture but didn't assemble. Had to go to storage for rest of load. Only had time to unload and movers left due to curfew. Handed it over to [redacted] and before he could call her back her boyfriend called. Immediately started raising his voice. I told him I understood they were frustrated and agreed with him when he said I as a customer would be upset too. From that point he continually cut me off and was cussing. I said that she was yelling and cussing and now he was and that wasn't helping resolve anything. He yelled you need to shut up and listen to me..... I ended the conversation.
[redacted] just spoke with the customer, and the boyfriend was cursing and talking over her.  [redacted] warned him to calm down, and he kept at it, so she hung up on him.  I called back a few minutes later, and I spoke with [redacted].  She was very reasonable, but her boyfriend was yelling in the background.  [redacted] was just venting about the service.  I listened and let her know that I could send a few guys out to move some boxes for her, but she said not to worry about it.  She then started arguing with the boyfriend real bad, so she told me that she had to get off the phone.

[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.
However, their response was inaccurate.  Only 1 voicemail was left as I was out of town when they called, not 2 voicemails. I returned the call the very next morning in which I had to leave voicemail for the repairman.  He returned my call later that night and we set up a time for him come and repair my furniture, this coming Thursday at 10:30.
Regards,
[redacted]

Our actual customer was [redacted].  The move had a later start time of 11-3 due to closing on home (no access until closing complete).  Our logistics department called at 1:53 to let her know that we will be getting there later in the window and that we were sending a free mover to...

assist in the move due to later start (truck curfew is 9pm).  They were moved out of an apartment and a storage unit into a single family (2 story w/ walkout) home. The estimate was for 6.5 hours and the customer was only charged for 5 hours actual time of service, 1 truck with 3 men and an additional man was free.  If there were broken items we were not notified of that.  Logistics spoke with the customer, [redacted], as well as myself [redacted] (customer care manager) and [redacted] (GM). Our notes from the conversation are included below.  We tried to send movers out (no charge) to assist in moving boxes and she refused the offer.  Her and her boyfriend were rude, cussing, and arguing amongst themselves.  She ended the conversation with [redacted] and did not call back.  -Spoke with [redacted] about move. Told her I would get some information and call her back.  When I talked to her the 2nd time she was yelling and cussing at me. I told her that I was trying to listen and help her and that wouldn't resolve anything. She had an 11-3 window due to closing. She said someone called at 1:30 and we'd be there within the hour. No record of that only that we called at 1:53 stating that we'd be at the end of the window and we sent a free guy due to time factor. They went to apartment and loaded and her boyfriend was disassembling furniture by choice. Went to storage and loaded as much as possible. Unloaded boxes in garage and placed furniture but didn't assemble. Had to go to storage for rest of load. Only had time to unload and movers left due to curfew. Handed it over to [redacted] and before he could call her back her boyfriend called. Immediately started raising his voice. I told him I understood they were frustrated and agreed with him when he said I as a customer would be upset too. From that point he continually cut me off and was cussing. I said that she was yelling and cussing and now he was and that wasn't helping resolve anything. He yelled you need to shut up and listen to me..... I ended the conversation. [redacted] just spoke with the customer, and the boyfriend was cursing and talking over her.  [redacted] warned him to calm down, and he kept at it, so she hung up on him.  I called back a few minutes later, and I spoke with [redacted].  She was very reasonable, but her boyfriend was yelling in the background.  [redacted] was just venting about the service.  I listened and let her know that I could send a few guys out to move some boxes for her, but she said not to worry about it.  She then started arguing with the boyfriend real bad, so she told me that she had to get off the phone.

Mr. [redacted] called in for an estimate to have items moved out of his storage unit (8X10) and stated that he wasn't sure of the inventory.    The original est. was for 2.5-3.5 hours + a travel fee of $70.00 ($529.00) which was thoroughly explained by the customer service...

representative to him and was noted in our system. A pre-move letter with all details was also emailed to the customer prior to the move.  Upon arriving at the storage unit the movers could see there was a lot more inventory than disclosed and most items were not packed, but loose on shelves, open boxes etc. and 40 pictures that had to be boxed which is time consuming, and all of this would add time to the invoice. Before beginning the move the supervisor got a revision of estimate for 4-5 hours + travel charge ($860.00). Paperwork was explained to the customer and he signed.  The driver supervisor suggested that the customer could move some of the loose electronics themselves in their van if they wanted to save some time/money and they chose to do so.The move did go the 5 hours but 45 minutes ($118.50) were taken off for customer service. This put his time at 4.25 which was well with-in the estimate.  Unloading items from the truck is substantially faster as there is no prepping/packing items, and no securing or stacking inside the truck for transit. Estimates are given based on the information we were provided by whoever books the move and are given as an hourly quote and are subject to change if items are added or different than described. All information on the estimate as well as information needed prior to the move is gone over and a hard copy is emailed to the customer prior to the move.  When I spoke to Mr. [redacted] in regards to his move, and after explaining the charges again to him, he wanted to know what I was going to do. I explained that he was given a discount of 45 minutes for customer service and that it was well within the estimate. The men were there working and he was only charged for that time, any down time is off the clock.  There were not any damages from this move. We provided the services to this customer that he hired us for accordingly and have tried to accommodate him with discounts purely out of customer service.  He had stopped payment on his original check and our accounting department issued him a new invoice for $741.50. We have not received payment at this time. There will not be any further discounts and his account will be sent to collections should the amount due as of 3/4/2017 $741.50 is not paid in full.

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. 
Regards,
[redacted]

Two men and truck will not respond to damage report that occurred on X-XX- XX.numerous calls made to office and no one will return calls.

[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]