Two Men and A Truck

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.This gesture would have been better received had it been offered before I had to file a complaint with the Revdex.com and go through my credit card to dispute the charges.  They need to focus more on customer service before they get chased by other organizations.  I will still NEVER use them again, nor recommend them to anybody.  The most unprofessional, under-qualified and irresponsible organization that I have ever had the misfortune to work with.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I will accept after the June 30 agreement items are also  confirmed: paying $105 for the broken picture frame glass and coordinating with the apt management for the floor repair.
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]

Complaint: [redacted]
I am rejecting this response because:
The papers the they gave me with the terms also say that we could fill a claim on any damage property that happen during the move. They should also should carry insurance as a moving company.  It should not matter who packed the items, they had put the items on the their truck and that makes them responsible for the items. The guitar case that is damage, there was something heavy on that to make the lock brake.  Every other moving company has insurance that pays for damage property that was on their truck. The moves unpacked one of he trucks in the garage and it is stacked as a hazard. Also the boxes were marked fragile, and the movers placed them upside down and things on top of them. My son's trophy is broken now because of the carelessness of the movers. I have read some of the reviews from this company and it looks like they have a lot of damage reports that they have not paid for. I would like the items to be replaced or payed for the items there were damage.
Sincerely,
[redacted]

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.

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My issue is that the second move (5 May 17) was necessary due solely to the business's mistake / overlooking of our household items that were left behind from the originally agreed upon move (3 May 17).  We were contractually obligated to the new owners of the home to be completely moved out of the house by the evening of 5 May 17.  I felt compelled to agree to the business's conditions for moving our possessions that they overlooked in the first place.The business's advertising indicates something like ... "We treat you like we would treat our grandmother."  That was certainly my experience!
Regards,
[redacted]

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]