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 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.

2 Men and A Truck has been promising to compensate me for the damage they caused for over 6 months now.  I was indeed contacted again after filing this complaint with the Revdex.com and told that they would "work on" my complaint and respond to me by Thursday, 06/22.  It is now Friday, 06/23 and I have not heard back.  Normally, I would remain patient.  However, I have been patient for over 6 months now with at least 5 attempts to contact the company and seek resolution to the damage report I filed and am still without any resolution to my claim.  My patience has run out.  I am only receiving lip service.  NO action has been taken to resolve my claim to date.  In fact, the last individual I spoke with at 2 Men and a Truck revealed that his predecessor had falsely filed my claim as resolved when it had not.  This is a deceptive practice.  It seems to me that resolving the complaint should be rather simple.  I filed a form.  A representative from the company came out and took photos to confirm my complaint was legitimate.  He then assured me that I would be compensated.  I should have received a check for $300 or replacement of the SAME EXACT unit that was damaged within a week or two.  The company needs to resolve the matter with one of those two options and stop wasting my time, the Revdex.coms time, and their own time.

Very professional and a great, positive attitude to be around. Extremely efficient and handled our belongings with great care.

Dear [redacted], 
We received notice of your Revdex.com complaint today and wanted to follow up with you as soon as possible. We apologize that this was a frustrating situation for you. Holding a customer’s belongings is a last-resort option for us, and it is very rare that we have...

to do it. We strive to exceed our customer’s expectations on each move, so we take all the necessary steps to avoid these situations; the customer does not want this, nor do we.   
Payment is due at the end of the move. Our movers waited for over an hour at your home after completing the move with the understanding that you were returning shortly to pay. We paid the movers for this time, although you were not billed for it. While they waited, our manager called you multiple times to get an update, but he could not reach you and we did not know if you were going to return. When we had waited for an hour and had still not heard from you, our only option was to hold a portion of your belongings and return to our office. This is legal per the Agreement of Moving Services and is only used as a last resort. 
If you would like to discuss this with us further, please call our Customer Care Team at (800) 345-1070 ext. *. Again, we are sorry for any inconvenience to you.    
[redacted]
TWO MEN AND A TRUCK®
TMT SoCal, Inc./CAL P.U.C. T – 0190947, US DOT 2430454, MC 837788
9245 Farnham St. | San Diego, CA 92123
p 858.877.2100 | [redacted]

[redacted] our OPS manager spoke to Mrs. [redacted] on 9/9/15 and vendor has repaired the floor.  We have received the bill from the vendor showing the work was complete.  Mrs. [redacted] told [redacted] she was happy with the repair.Thank You

Just finished a move with the Miami Lakes, FL crew. What a wonderful experience. I have never received such personal care, starting with Darcell B, who came to our apartment to do an estimate, to Adriene S, who was always helpful and positive when I called with questions. I was also very appreciative of Travis K who would call while the movers were at our apartments to see how things were going. The movers were on time, which in my experience is unusual for moving companies. They were very professional and got down to business. They handled my grandfather's antique table with "Kid Gloves." I would highly recommend this company to anyone.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] : I was driving when this came in and had dictated what to write back to you. I have not seen the credit, I have no idea what's going on with the sofa because no one has decided anything yet and I have not even received a rough estimate on when the curio would be fixed. I am now fighting with her because these are her items your company broke. Nothing she said was aggressive .. She did say she would get a lawyer if things aren't resolved and as of yet you and I have open it items to discuss with which I want on record here .if you're telling me that she can't find out when her items will get fixed (we are divorced living back together and she's got a lawyer that knows what's hers then what you're doing is creating legal issues for me as well because of how this move went 
Regards,
[redacted]

Our goal at TWO MEN AND A TRUCK® is to exceed our customers’ expectations. We are truly sorry some of your items were not properly handled during your recent move with us. We estimated two trucks to safely and properly move all of your items. A waiver was signed before the move agreeing that you...

would like to waive the recommended additional truck for your move. After reviewing our records, we have taken the appropriate next steps toward resolving this issue. We will take your feedback and handle this accordingly. If you would like to discuss this further, please call our office at [redacted].

Two men, were actually 4 men to move me 6 miles on 8/31/15. The workers were very polite and 3 of the 4 were hard working.

HOWEVER, I moved into a BRAND new home....
they gouged walls and door facings, deep scratches and puncture holes in the walls and their 2 wheel dolly marked red paint on 2 of my doors.
I have spoken with them about this 3 times and am being told "someone will call you". I was given a name of the "someone", however he has not been available. As of today, 9/3/15 I do not have resolution on this. I didn't even get to the damage to my previous home, which I still own.

Mrs.[redacted],  I have attached the valuation option that you choose for your move.  You chose $.60 a pound for any damage that may occur.  Our first option is to try and repair the item if it can not be repair we will reimburse you $.60 per pound of the item damaged.  The average weight of a Sofa bed is 350 pounds which would equal $210.  If you would like for use to try and repair the damage please contact the office at [redacted] or by email at [redacted]@twomen.com.  If you would like us to send you a check for the $210 please let us know.  Again we apologize that this  has taken so long to get taken care of and we are looking forward to hearing from you.  Thanks, Two Men and A Truck

It is unfortunate that [redacted]'s chest was damaged.  The customer did leave out that the piece was repaired in the exact same spot long before our crew damaged the piece during her move.  Our claims manager took pictures and documented the pre-existing damages.  We hired a creditable...

furniture company that we use all the time and unfortunately the repair did not meet the customers expectations.  We sent our claims manager back out to [redacted]'s home to inspect the repair and let [redacted] know that we have two options.  Option 1 we can compensate her $300.00 to live with the repairs (this is what a secondary repair company quoted us to sand and re-stain the item) or option 2 we would come pick up the item and take it to [redacted] Furniture repair.  Unfortunately the piece can not be sanded in her home and will need to go to a shop for repair.  In the end we are trying our best to work through [redacted]'s complaints.  I have tried reaching out to [redacted] after not getting a response to my last email.  My last email explained the process and options, but she has not replied to me with a counter offer for compensation or a day for us to pick up the item.

For a company that works on a hourly rate they sure like to make sure that they can juice every hour they can out of you! I hired this moving company on the 8th of December, they arrived at 11:30 to my one bedroom apartment where I had a total of 9 Items for them to move. When I set up the move the company did not take a full itemized list of the move so therefore when the movers came to my house to actually move all of my items they were not prepared and didn't have all of the items that I had requested for them to bring with them. I asked them to bring garment boxes with them for the move so that I could have my clothes safely moved from one apartment to the next (they were not there at the move time and therefore had to be brought from the main office to my apartment by a manager so they had 30 to waste until the boxes got there). I was quoted no longer then 3 hours over the phone and it took them 4 hours totaling 493.00 for a move that had nine items was a downsize move. Horrid!

Complaint: [redacted]
I am rejecting this response because:The items were loaded onto the business's truck and never made it to the destination. They disappeared while under the care, custody, and control of Two Men and a Truck. I was hoping to resolve this without involving law enforcement, however, that may be my only option at this time.
Regards,[redacted]

Hi [redacted],
 
...

We’re very sorry for the concerns from your recent move. We take customer service very seriously, and we appreciate your feedback. We train our movers to exceed each customer’s expectations, and they are compensated based on their individual customer satisfaction scores. I’m sorry you feel they missed the mark. I have sent your feedback to our operations manager, and we have discussed it with the crew on your move.
 
I’d also like to apologize for the snag to the couch, damage to the Christmas wreath, and smudge on the wall. Although we train our movers to prevent damages through padding and stretch wrap services, damages occasionally happen. In these cases, we do our best to work with our customers to find a fair resolution.
 
Each customer who moves in California has three options for protecting their belongings: basic coverage, actual cash value coverage and full value coverage. Basic coverage, which is the option you selected, is free and ensures recovery of damaged items at .60 cents per pound per article. Rather than provide an appearance allowance, we opted to compensate based on a complete loss using the weight of the couch. We also refunded a $35.00 appearance fee for the mark on the wall, totaling $100.00 in refunds.
 
We tried our best to offer a quick and fair resolution for you and we do apologize that you are unsatisfied. You are welcome to contact our customer care team at 800-345-1070 if there are new details we are unaware of. Again, we apologize and we thank you for your feedback.
 
Sincerely, 
 
[redacted]
Sales Manager

[To assist us in bringing this matter 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Two Men & Truck  have not tried to reach out to me and the statement is not all true. I have tried to call out to the company a few times and to no avail they keep you on hold for minutes on end. They did have 4 men to move, but still couldn't get the job done in a promised time frame. I was told for a one bedroom apartment , it would not take more than 4.5 hours with travel. Then  they took a lunch break  and did not tell me that and used 1.5 hours on my time and my dollar, that wasnt stated in the report of course, she is only seeing it from her side. $910.00 from $ 665.00 is a far cry of difference to move a one bedroom 35 miles.
Regards,
[redacted]