Two Men and A Truck

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]

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.
Regards,
[redacted]

The movers were following the direction of our customer. The movers were instructed by the customer to leave the items in the bathroom as they were personal items and he would be returning and move them himself. The movers did not remove food items from the refrigerator as well as boxes of crackers...

etc. as these are items that are normally moved by customers at their convenience. Our customer was not present during the loading of the truck and they were unable to ask him. The movers did acknowledge that they did open the windows but did not use the air conditioning as the amount of items that they were moving were minimal and were only at the pickup location for a couple of hours and the air conditioning would not have been effective. Our movers are not allowed to use or turn on items when at a residence without the customer’s approval. We do apologize for any misunderstanding regarding the leaving of any items behind as well as not closing the windows prior to leaving for the drop off location. The customer did not remain at the pickup location so the movers were unable to verify with him if everything he wanted moved was being addressed. If our customer does incur any charges from the window being left open we would be willing to discuss this with him. We again do apologize for the misunderstanding of what was all supposed to be moved and for leaving the window open.

[redacted],
 
Thank you for your response. Again I am very sorry for the inconvenience you experienced with us. Unfortunately, all of the information we have received about this incident indicates to us that we, Two Men And A Truck, are not responsible for the damages you are claiming against us. We save every email correspondence with our current and past customers in order to maintain important and confidential information. Our Operations Manager, Chris, was able to get in contact with you about the issue and claimed that all of the damages to your items were pre-existing and are not the company’s responsibility. Due to the unique circumstances our movers encountered during the time of the move, Two Men And A Truck feel we were sufficient and fair to you and the items we were moving. Thank you again for your feedback, and we hope we were able to resolve this issue for you.
 
Two Men And A Truck Management

[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,

I have not spoken to anyone regarding the damages specifically.  I received an email from Abby stating the person in charge of the damages department was out for the week and would contact me when he returned. No one contacted me. I never had a conversation with anyone regarding damages. 
I am not sure if this business' response to me is for me or a different complaint.  First, I do not do drugs, so drug paraphernailia is impossible. This is obviously for someone else's complaint, or this business is in the habit of lying. No furniture had to be cleaned off, and the movers were not subjected to unsanitary conditions.  The movers were subjected to lots of boxes, furniture and last minute packing by myself.  I did not spend a good amount of time in a room with a friend.  I was alone during this move.  I was packing. And I was up and down the stairs taking things to my car.  
I was quoted a certain amount for the move and that is what I budgeted for.  When the bill was twice what I was quoted, I was not able to pay the full amount.  I called my Aunt who helped me pay for the movers. This business was paid in full.
I would be happy to listen to our recorded phone calls.  
Furniture (bed frames, book shelves, sofas, armoire, night stand) did not have preexisting damage. The furniture is only 2 years old. 
I paid a great deal of money to this business to move my apartment.  I was quoted a certain amount. I was under quoted and then charged a higher amount.  After all of that, I will now have to replace furniture.

To Whom It May Concern:    On August 20th, 2015 Mrs. [redacted] called our local Two Men and a Truck © franchise located in [redacted], AZ.  [redacted], one of our Customer Service Representatives, received the call and took Mrs. [redacted] through the process of an estimate. Before releasing...

information to [redacted], Mrs. [redacted] exclaimed that she had a separate mover booked prior to calling Two Men and a Truck ©;however, that particular moving company failed to arrive for when they were scheduled. [redacted] apologized for the inconvenience and reassured Mrs. [redacted] that our company could accommodate her needs for moving on the 22nd. Upon obtaining the necessary information and inputting the particulars into our Movers Who Care Software Program, [redacted] determined that the overall move would take approximately 8 hours to complete.  Mrs. [redacted] disagreed with the original quote and stated that her move should not take any longer than 4 hours to complete.  [redacted] tried to express that with the volume of belongings associated with the move, and the distance between the load destination and final destination being 45 minutes in a moving truck we would not be able to complete the entire move in only 4 hours. [redacted] concerned that the move would need additional time booked Mrs. [redacted]’s move on the schedule for 6 hours and Mrs. [redacted] agreed. The move was thus booked for an 8am arrival time on the 22nd of August.  The local office scheduled [redacted] and [redacted] to be Mrs.[redacted]’s movers, who both have been with the local office for over a year, and were trained by the local training manager. The [redacted] office puts each mover through a rigorous training program and  also have them complete an agenda designed by the corporate office in [redacted]  Upon arriving to the residence of the[redacted]’s, [redacted] and [redacted] performed an initial walk through viewing the items included in the move. Each mover expressed to the customer that the estimate of six hours was unfortunately unrealistic. With the drive from [redacted] to [redacted],and the number of items a realistic estimate would be 7-8 hours. Mrs. [redacted]was not pleased with the assessment and expressed her desire on SEVERAL occasions to [redacted] and [redacted] that five hours was her max limit of time she would allow them to move her belongings.   The movers contacted [redacted] the local Operations Manager who to explain the situation. [redacted] and [redacted] came to the conclusion that they could only designate 2.5 hours of loading time to stay within the costumer’s new time constraints. However, the 2.5 hrs. loading time would not provide enough time for all of her belongings to be moved. After making a game plan, [redacted] and [redacted] began the process of moving the [redacted]’s home. With our company every facet of the home that is wood or upholstered is pad-wrapped and shrink-wrapped in order to protect the item, there are no exceptions to this.This part of the service is provided free of charge and is required to be completed by our movers. As the movers began the process of shrink-wrapping Mrs. [redacted] stopped the movers immediately and stated she did not want this part of the service due to time constraints. [redacted] and [redacted] insisted, but she declined. The movers thus had Mrs. [redacted] sign a Release of Liability releasing Two Men and a Truck of responsibility if damage occurs. This does not relinquish the movers of taking the necessary precautions to protect the customers belongs; however, without shrink-wrapping and pad-wrapping the customer’s belongings that means that some items would be carried and dollied to the trucks with zero additional protection.  As the 2.5 hr. mark neared, [redacted] and [redacted] expressed the need to leave the [redacted] location in order to adhere to the time frame deadline.Mrs. [redacted] viewed that the moving truck, and determined there was additional space available. The customer was unhappy with the amount of items not loaded. [redacted]and [redacted] explain that with the short time constraint their primary concern was to load the truck with as much items as possible in order to move the items in the set time, and did not concentrate on packing the truck as tight as they could. After the movers explained that there was some additional space in the truck, yet the time limit for loading had run out Mrs. [redacted]’s was still unsatisfied with the load. Mrs. [redacted] called the office to express her disapproval with the amount of space left in the truck. [redacted] made the decision to send [redacted](Move Manager) to the move to assess the situation and to offer help. In order to hopefully calm the situation, [redacted] stopped the clock, freeing the [redacted]’s of any additional charge and [redacted], along with the other two movers, began to remove the items from the truck and then reload the truck in order to accommodate more items for 2.5 hours, free of charge.  [redacted] contacted the [redacted]’s to state our company would not charge them for the drive from [redacted], the initial location, to[redacted], their final destination, and would provide an additional mover free of charge. Both of these items were provided simply on a customer service basis.We are in the service industry and our customer’s moving experience is our reputation as a business. After the move began again, the [redacted]’s once again expressed their displeasure with the overall move and the damage to the items. [redacted] viewed the items and took pictures of what belongings the [redacted]’s determined were damaged. [redacted] contacted the customers to try to resolve the issue at hand, but it was to no avail. In the conversation, the [redacted]’s are referring to, [redacted] offered to fix the damaged items if the customer paid for the time frame for the movers to drive from [redacted]to [redacted]; they declined and wanted both to be fixed for free. At this juncture [redacted] was not aware of the Release of Liability that the customer had signed at the beginning of the move when she declined our service of shrink-wrapping and pad wrapping her belongings.  [redacted] the local GM spoke with Mrs. [redacted] on several different occasions regarding the move.  Mrs.[redacted] was displeased with how the process of the move and contacted the corporate office of Two Men and a Truck. The benefit of the corporate office is to assist the local office in the making the correct customer service decisions, and can overrule a decision made by the local franchise in order to provide the customer with the best customer service.  After investigating both sides of the situation, the corporate office decided that the franchise was not acting improperly, and agreed with the options that the franchise had given to Mrs. [redacted] regarding her move. When Mrs. [redacted] was informed that there was nothing more that the company could do for her beyond what they had already done in order to accommodate her, she stated that she was displeased and promised to contact the Revdex.com to express her dissatisfaction.              We feel that we, as a company, did right by Mrs. [redacted] and tried many different avenues to appease her frustrations, and to make her move easier for her. We feel that the discounted fees, free moving time and additional mover free of cost, were sufficient ways in which to accommodate her unhappiness with the move. We appreciate the Revdex.com taking time to read our account of Mrs. [redacted]’s move and are disappointed that we could not meet the expectations she had.