Two Men and A Truck

Hello,Thank you for bringing this issue to our attention. I know that since receiving this complaint that our claims manager has been in touch and we are working with you to resolve this claim.I do apologize for our delay in handling your response but I am confident we will help you resolve this...

issue and if you have any other concerns I am sure we can work through it. If you have any other questions or concerns please reach out to our office. Thank you.

Entered into a contract with Two
Men and a Truck for a second move after a great experience the first time around. Was happy to see Ryan and Brandon again: two experienced movers.
They exceeded my expectations
Would highly recommend this company.

[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]

[redacted], After researching this incident, it sounds like you've spoken with our reps at our North Office (Chris, Austin and Abby). Chris mentioned he did speak to you and informed you there is nothing we can do about these damages. After speaking with the movers on this matter, they informed us...

that once they arrived to the load, they would need much more time to complete. This move went longer because nothing was ready to be moved. They were subjected to some unsanitary conditions (drug paraphernalia, dirty environment, etc.) that would've justified us leaving the job altogether. In good faith, we chose to proceed with the move. It was also mentioned that all the damages you have reported were pre-existing and witnessed by our movers. We had to clean off most of the furniture before loading to not spread the dirt and such to our trucks or other furniture. You spent a good amount of time in a room with a friend that made the moving experience uncomfortable. We always stress the fact that this is a team effort. Even after this incident, our movers continued to finish the job. At the time of the bill, you were only able to pay half of the total bill and then stated to our guys that "This will have to do.". Our guys worked efficiently and professionally throughout the entirety of the move and even finished the job when they could've left the job due to the unsanitary conditions they were faced with. We have spoken to you since the move. We record all of our phone calls and save our emails. After further research, we feel we are not responsible for the damages and have all the information detailed in our report. With a 98% customer satisfaction rating, we strive on continuing being the best that the moving industry has to offer. We pride ourselves on our fairness and integrity that validates an A+ Revdex.com Accredited Business Rating. Please feel free to contact us at [redacted] (ask for Kevin) and we can further discuss this issue over the phone. Thanks,

Dear [redacted]    Once again, I would like to truly apologize for our scheduling error. I understand that this was an inconvenience to you. As soon as we realized our mistake, we made every effort to get a crew out to you as soon as possible. In an attempt to make things right, we provided...

a discounted hourly rate for your move, and also sent out three additional crew members on move day at no extra cost to you to make your move go as quickly as possible.    I would also like to apologize for the damages that occurred on your move. We offered you a refund of $60.00 based on the valuation you selected. We are still happy to honor this refund and can issue it back to the card you used on move day.   Unfortunately, there seems to be a miscommunication regarding the 2-hour deposit of $278. As the operations manager and I explained, the 2-hour deposit is taken at the beginning of the move and credited toward your final bill. We spoke to the crew on your move and the feedback we received was that they did not offer any refunds. I apologize if there was a misunderstanding regarding this. I have sent you the paperwork explaining the final bill and breakdown, showing the total cost of $903.50. The 2-hour deposit taken at the beginning of the move is reflected on the bill, leaving the remaining amount due at the end of the move as $625.50. We would be happy to review this with you again, or resend the email in the event you did not receive it.     I thank you for your feedback and am truly sorry for the issues that occurred. We are still happy to honor our offer of a $60.00 refund. As soon as we receive confirmation from you this will be credited back to your card.   Sincerely,  [redacted]

Hi [redacted], Thank you for your message. I apologize for the concerns you had from your recent move with TWO MEN AND A TRUCK®.  It looks like your move was performed by the TWO MEN AND A TRUCK® location in San Marcos, which is a separate operating unit from our franchise.  Please email Doug...

Mushardt, Location Manager, at [redacted]. He will be able to address your concerns directly. If you have any questions, please do not hesitate to call the San Marcos office at, 760-290-4466. Thank you and have a great day. [redacted]

Initial Business Response /* (1000, 6, 2015/04/27) */
The move started on 04-06-15 and finished on 04-08-15. We immediately realized our estimate was not going to be enough. The packing they said they would do prior to us arriving did not happen. This took longer than normal and added...

additional cost. We had to obtain an additional truck and employees. [redacted], our manager went out on the last day to supervisor the unloading. We dealt mainly with the wife, [redacted] We kept them inform the entire time that this would be more money than estimated. When it came time to finalize the bill we asked if [redacted], husband, wanted to be there and he said No, [redacted] wife, could handle. She agreed with the pricing and gave us a check. We did remove $700 from this final bill. Days later [redacted], husband, called with damages and said he did not agree with the final price and wanted an $800 refund. We asked him for pictures and documentation of the damages and he refused. We did not charge them storage fees.
Initial Consumer Rebuttal /* (3000, 18, 2015/04/28) */
[redacted]Document Attached[redacted]
First of all, the move started on 4/8 and finished on 4/10 - not the dates listed by the company. And the services were for packing AND moving. We NEVER agreed that we would pack any of the items, although we did pack several boxes the first evening after the estimate was raised. The services agreed to were packing and moving. The claim stated "We kept them inform the entire time that this would be more money than estimated." but the only time an additional cost was mentioned was on the first evening and [redacted] told my wife that the total would be more around $4500 - this was after most of the packing had been done. The claim also mentioned that "We asked him for pictures and documentation of the damages and he refused." which is entirely untrue. No one ever asked me for pictures, I volunteered them and sent them in an email on 4/20 that was returned by their spam filter. I emailed [redacted] again immediately on 4/20 and told him what had happened and included a detailed list of damages. I never received a response from him. Also, the final cost was agreed upon before we had a chance to unpack boxes and discover most of the broken and damaged items. Furthermore, the final cost they are claiming of $6604.11 is $2500 more than their estimate. That would be a nearly 38% overage, which is clearly unreasonable. It is not our job as the consumer to account for such a miscalculation. We would have never agreed to the service if they had been up front about the charges. So instead of talking about the amount we were charged OVER our estimate, they focus on how much they came DOWN from a price that was inflated and never agreed upon in the first place.

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.
The information in the response from this company are complete lies and are absolutely untrue on the events, the number of people who were of issue and the charges/fraud of emptying my bank account--which I have already dealt with at my bank.
 
We have filed criminal fraud charges against this company and will be seeking civil damages.  We have independent witness statements to support our position.  No further need to contact us, as our attorney will take over.  Thank you Revdex.com for attempting to help, but companies engaged in fraud are not going to act reasonably.  My doctor does not want me involved in any contact with anyone from this company, and feel free to relay that to this company.  My Aunt, [redacted] will have power of attorney to work on my behalf with the authorities on my ongoing cases.  I will forward any correspondence to her. 
Regards,
[redacted]

Good morning, I met with Mr. [redacted] on Friday October 17, 2014. I viewed the damage and felt that Mr. [redacted]’s concern was valid and we are sending a Contractor out to repair the damage for him. Thank you, [redacted]

We got quotes from 5 different companies (giving them a 2 week timeline), and when the one we had chosen did not follow through at the last minute, we found Two Men And A Truck in Tulsa. We spoke to Richard over the phone on a Tuesday late morning, and he was able to arrange our move for the following day and at a better price than any of the other companies had given us! As for the moving experience itself, my husband and I have nothing but the highest praise for the guys that moved us - Love them! From start to finish, Curtis and Shawn were professional in every aspect; Hard working, knowledgeable, friendly, clean cut, and extremely careful, but fast. We had some big heavy stuff and not one word of complaint or negativity. Can do attitude all the way around.

This is my second time using Two Men and a Truck. The first was in Florida 8 years ago and then this week with Avon Ct. There is no better moving company I can think of even the big named companies the three men who came to move were orofessionsl. Very competent and gentle with moving my furniture I cannot say enough wonderful accolades about this company. I would and will always recommend this company for anybody needing to move their belongings. There should be a rating of A++ for this company. Kudos to a well run business. And again a special thank you to the three gentlemen that made my move so spectacular

This company is great! From the first scheduling telephone call to the final placement of furniture, the guys I ended up getting were fantastic! I considered myself so fortunate, I went out a bought a lottery ticket! Prior to TMAAT's arrival, they called me. They worked quickly and efficiently, were friendly and laughed and joked thru the entire process. I just cannot say enough good things about them. Pricing may be a little higher than other places; HOWEVER, they wrapped all of my furniture with padding and plastic wrap so that nothing would get ruined; unlike the last company I used where my brand new furniture got chipped and scratched and dinged. YOU GET WHAT YOU PAY FOR! Two Men and a Truck are definitely worth looking into for your next move.

Hello Mrs. [redacted], We apologize for the delay in getting your table repaired. We have since been in contact with our vendor and he has assured us that he will be in contact shortly. We will follow up with you on this matter to make sure it gets resolved. Thank you

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]

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]

[To assist us in bringing this [redacted]er to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted] A better appliance repair contacted me sometime last week. they stated they do not service Birmingham, MO then the office called me back a day or two later to set up another appointment and it was for Monday. I am not available on Mondays now, and I ask the technician to contact my Girl friend to make it after 4:30 that day or come on Tuesday. This was around 8am 10-24-2016. He stated he would call her and call the office. He never did. I also gave my girlfriend his phone number and evidently I gave her the wrong number. She has tried to call him back since with no response to the correct number. I also got a call from some contactor whose messages was not clear but I could hear repair my door. I cannot accept what Two men and a truck report until my damages are repaired. it will be three months shorty. The refrigerator man told me it will take him maybe 6 weeks to get parts. I hope the call back and we can get this resolved. I am really done with this and I work 8am to sometimes 9pm. My girlfriend can make arrangements to meet if the notify us before hand. I can also meet with this early on Tuesday or Wednesday. Then I miss work. Please have [redacted] from A better appliance or there office call us. and the other repairman as well. Please understand that I cannot accept any agreement due to lack of follow through on their part for the last 3 months. I will believe it when it actually happens
I am rejecting this response because:
Regards,
[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.The technicians were not trained properly!  Even the lead technician stated to me that it was his partner's fault because he dragged the dresser on the carpet and snapped the leg off!  They also turned my dresser over to look at the damage they caused and even though they could hear jewelry and other things banging around inside the dresser, they never removed the items inside! Unacceptable!
now I have had to hire a furniture repair company which will cost more than $129.00 to repost.  I demand a full refund of the $129.00 that you charged me for shoddy work!
Regards,[redacted]

We were very disappointed to hear about Ms. [redacted]'s
damage claim.  We at TMT continually strive to exceed our customer's
expectations on each and every move and in situations such as this we always
try to make it right.  The details in this particular situation are
somewhat unusual....

 Simply stated, the items Ms. [redacted] is claiming that our
team damaged had been in storage for some time.  Two Men and a Truck unfortunately cannot
be responsible for items that are contained within a storage unit because
of the fact that when they are placed into the unit they do not have
the proper protection required to insure
that they do not get damaged.  When we move items into
a storage unit we make it a point to explain to our customers that once the
items are placed into the unit, the only way to insure that they will not be
damaged is if the customer provides proper protection for the items in storage.
 Two Men and a Truck does not provide long term protection for items in storage and we do
ask the customer to acknowledge this fact with our Release of Liability form,
which MUST be signed at the completion of any move into a storage facility.  Ms. [redacted] was
fully aware of this information when we completed her first move, as indicated
by her signed R.O.L. form.  Again, it is very unfortunate that Ms. [redacted]'s
items were damaged but Ms. [redacted] had her items in the storage unit from
10-13-2015 until 12-30-2015. Since her items were in the storage unit for more
than 2 months without furniture protection and items were
moved, admittedly, by Ms. [redacted] during the time the items were stored-
Given all these facts it is very hard to determine how or when the damages
occurred.  We want all of our customer to be completely satisfied and in
this case we want Ms. [redacted] to see Two Men and a Truck in a good light.  It is unfortunate
that we could not not reimburse Ms. [redacted] for her damages but do appreciate the
feedback and will continue to strive to improve our customer relationships
moving forward.

I apologize for your family's recent dissatisfaction with your move by TWO MEN AND A TRUCK.  What concerns me most about receiving this complaint is that you stated items were overlooked.  After reviewing our notes and discussing the issue with the drivers/movers, we learned that...

they ran out of room for these items on the truck. When the driver informed your husband that they were unable to fit some of the items on the truck, your husband told the driver he had a trailer that he would use to move the remaining items.  If this was a misunderstanding, I apologize for the miscommunication.  Our estimates are typically pretty close and many times even come in under what was quoted, but they cannot always be 100% accurate.  This is something that is stated when a move is estimated.In response to the 1:09 pm arrival time when scheduled for 11:00 am, we only provide a one-hour arrival window for the first move of the day which typically is scheduled for 8 am.  All subsequent moves are given a four-hour arrival window.  This is due to many moves that are booked over the phone in which we are not given a complete inventory and details of the move.  Therefore, if your move was scheduled for 11:00 am, the arrival window would be anytime between 11:00 am and 3:00 pm.  This should have been discussed when you booked the move.   I apologize that you had a bad experience.  That is why we offered you an additional 5% discount and free drive time. Tell us why here...

We apologize that Ms. [redacted]'s move did not go as she or [redacted] expected.  The Move Manager contacted Ms. [redacted] on July 9 and agreed to reimburse her $194 ($104 for the damaged accent table and $90 for the complaints).  Her credit card was credited on July 13.  We sent...

a damage report for the damaged sofa to our vendor.  The vendor will call and schedule a time to look at the sofa.  The Move Manager called and left a message for Ms. [redacted] of the action taken.