Two Men and A Truck

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.

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.

[redacted],Once again, I would like to apologize for the mistake our team made during your move. We as an organization are extremely concerned about our customers needs and what transpires while we are performing a move. In this particular instance your claims were founded, and for that I am sorry. Thank you for allowing us to come to a fair resolution on the matter. At this juncture, if you need any further assistance, please do not hesitate to call our company.Thank you,[redacted]

To whom it may concern:
  While our main goal as a company is to provide our customers with the best possible customer service,which unfortunately is not always the case. We are regretful that the following occurred, and apologize for any inconvenience this caused the reviewer....

While we appreciate our return customers and would love to accommodate her requests that was not possible for our location. It was therefore determined that it would actually be in our companies best interest; as well as the customers, since we couldn’t meet her requirements, to have another company complete her move. We regret that we could not complete the move for the customer in this case, however we hope that she finds a company who can complete her move to her satisfaction.     Taylor S[redacted] General Manager

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 only phone calls I have received have been from someone trying to fix the hole in my wall, I already repaired that.  What I want to resolve this is to be reimbursed for the time we had to spend going back and forth picking up our things that your movers left behind.  Your charged us $104 per hour for your movers so I think it only fair that you repay us $208 for the two hours we had to spend along with gas moving the rest of our things.  I do not need my wall fixed so please stop leaving those voice mails.  You may contact me at [redacted] to resolve this or I will take to the internet and make sure everyone knows how horrible our move was

Regards,[redacted]

Hi [redacted]; Thank you for reviewing our claim.  I'll be sending three separate emails.  There will be two emails with pictures and one with the paperwork from Two Men & a Truck.   We want to make sure the file isn't to big to open.  The door frames in the house we moved from were painted white.  You can see the washing machine has white paint scraped on the black as the young man tried to force it through the doorway until my told him to turn it.  Unfortunately, the dryer was ruined and we had to replace it. On another note, my husband and I told the young men and [redacted], the gentleman they sent out to repack the truck that I wasn't feeling well that day.  Unfortunately,  I did end up in the hospital a couple days later with what they thought was a heart attack.  The good news is when they went to put the stent in they said my blood flow was fine.  I The down side is that I was diagnosed with Acid Reflux and Valley Fever.  There are two more emails comings with more pictures and the paperwork from Two Men and a Truck. Thank you, [redacted] & [redacted]  [redacted]

To Whom this may concern,
Attached is the documents that we provided to Mrs. [redacted] and her family. Encompassed in the attachment is the Sales Order invoice, Insurance Policy, and the Release of Liability. Unfortunately, we do not have a signed Sales order sheet; however, the insurance document is signed. Below is a detailed account of what we have provided toad in the situation. 
  - Two Men and a Truck did not charge Mrs. [redacted] for the Manager, [redacted], to help unload and reload the truck to add additional items. This project took two hours to complete. Our company charges $110 and hour. The overall price to help in this situation was $220.00.
  - We also did not charge Mrs [redacted] for the drive from [redacted], AZ to [redacted], AZ. The drive is approximately 55.5 miles (1 hour) per Google Maps. We did not charge Mrs. [redacted] for this amount, $110. 
  - Two Men and a Truck also provided a third man for free to expedite the process of unloading the furniture. The unload took approximately two hours to complete. This value in terms of rate was $100( $50.00 per man-per hour). 
In total Two Men and a Truck provided a total of $430.00 for a total bill of $770. We tried to rectify the situation to the best of our ability, unfortunately we did not exceed Mrs. [redacted] expectations. In order to resolve the with Mrs. [redacted], we at Two Men and a Truck would reimburse Mrs. [redacted] $300 for the dryer.
Thank You, 
Two Men and a Truck

When we moved Mr. [redacted] we instantly noticed that there were more items initially stated in the estimate. Despite the fact that he and Ms. [redacted] (ex-wife) were arguing over many items being moved which hindered our guys to move their items. We spent 5.75 hours moving his items while he was...

verbally harassing our movers and CSR's in the process. We also had to make another stop to [redacted] that was not initially stated in any of the conversations we had with him. After the move, Mr. [redacted] signed all the necessary acknowledgements and acceptance areas of the Bill of Lading, as well as the Customer Service Agreement. He had hired his own "unpacking" service for the back end of the move. The company he hired appeared inexperienced, clumsy and intoxicated when our movers got there. Rightfully so, we decline to take responsibility for the damages presented by Mr. Goodman. In good faith, we have decided to offer Mr. [redacted] 20% of the final move price back to him. We take much pride in our 96.5% customer satisfaction rating and our amazing staff of movers. We do not take damages or stolen property lightly and take many measures to ensure that these issues don't arise. We appreciate any and all feedback and hope that this issue can be resolved promptly and justifiably.

Please see attached.

We  have talked with [redacted] on 11/24  explaining to her that she was not charged the 3 man rate.  She was charge the 2 man rate for her entire move.  She did have a 3rd man that was in training.   [redacted] understood this.   The move did however go over the...

telephone estimate by  2.5 hour.    Tthere was an item not put back together correctly.   We have agreed to compensate [redacted] for  2 hours of her move and we will reimburse [redacted] the total of $220.00  via check from our accounting office.

Hello,

I am not satisfied with the passive aggressive response provided by the business. While it is now to late for them to honor their verbal and written contract and assist with my move, this situation caused me a great deal of hardship and distress. I believe they should compensate me the $150 I had to pay for a last minute [redacted] truck after they backed out of their agreement with me. This is the only satisfactory resolution based on the mental anguish they have caused. I have attached my [redacted] receipt for reference.

Thank you,

[redacted]  [redacted]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I wish I had read the previous complaints made by other individuals as I wouldn't be in this situation. We hired this company and when they came to our home the first time they refused to move any furniture stating that the home was not packed up enough. We rescheduled for 3 weeks later even though we were greatly inconvenienced considering the circumstances were fully disclosed and discussed with the woman over the phone when making the appointment/business agreement. The woman stated that our circumstances would NOT be a problem. When the movers arrived late 3 weeks later, they tried again to back out of moving our furniture for the same reason as 3 weeks earlier. My wife really put her foot down stating that "Two Men And A Truck" was only hired to move furniture & not boxes/miscellaneous items. After the loss of 1/2 hour of which we were paying (4 men) the furniture started to get moved. The movers only seemed to work in shifts of 2 men at a time and never all 4 men. Of course this increased the number of paid moving hours we had to pay. The movers arrived with NO tools and had to borrow our tools. When two men were working the other two men were in or around the truck on their cell phones. I was totally shocked when on numerous occasions the men would come up to me and ask me if I wanted to still keep a certain item I owned or could they have it!!! The nerve...At the new house the ice cream truck was driving by so they ran after it like little kids. They bought their ice cream choices and ate it on my dime. When done with their ice cream they threw their wrappers on the ground in my front yard. When it came time to move my side-by-side refrigerator into the new house they argued for a minimum of 20 minutes (on my dime) that it wouldn't fit through the door. If they got it out of the front door of my old house why wouldn't it go through the front door of my new house??? Of course they needed to borrow our tools again but couldn't remember where they were. It took another hour so my husband could drive to the old house and back with the needed tools. After finally getting the refrigerator into the house they didn't feel they had to reattach the door they removed to get it in the home. My 4 hour quoted move is now going on 11 hours and the movers are really nasty as its late (through no fault but their own). I was shoved the paperwork and told I needed to sign it as they needed to go home as they had another 1 1/2 hour ahead of them. I signed it not thinking to check to see if we had all of our tools. Big mistake as tools were stolen....furniture was damaged and not listed on paperwork plus my door on my refrigerator fell off upon opening after my husband and I tried to reinstall it. At first the refrigerator door wasn't installed correctly to a point and I lost ALL OF MY FOOD in it as it was warm & not cold. Right now it's mickey mouse by using duct tape to hold the little plastic trip on inside top that triggers light bulb and coolant. I placed at least 15-20 calls and have gotten NO where. They are treating me as a normal individual when they have been told over and over that I'm severely disabled and in severe chronic pain. I can't just jump with their demands considering their company is the one who caused damage, great stress (mentally and physically ), & practiced deceitful business practices (was told it was a 4 hour minimum charge even though going through what needed moved and distance it would most likely be less. Then it turns out to be 11 hours and some of my furniture was still left in my old home).

I need for Two Men And A Truck to replace the stolen tools, a refrigerator, refund some of the paid hours I paid to their company, and fix all the damaged furniture .Desired Settlement: Refund at least 4 hours of paid moving as the movers dragged out the actual moving to increase the moving hours; Replace the stolen tools and broken refrigerator; Fix all the damaged furniture to my satisfaction

Business

Response:

Concerning Mr. [redacted]’s problems: The home was not ready for a move when we arrived at his house at 9:55 on 9/25/15. There were large quantities of boxes, and miscellaneous items piled on top of furniture. There were no paths through the furniture. The move was going to take much longer than the original estimate, and Mrs. [redacted] was informed that if she would organize her items, we would come back and do the move.When we returned a week later, we had the same problem. Items had to be sorted and moved off the larger furniture. None of the movers asked for furniture. They did ask if she wanted everything moved, as the truck was getting filled. Mrs. [redacted] bought the men ice cream, and the men took down time to enjoy it. At the unload, they had the same problem finding space. Moving the items already in the house required extra time.Mrs. [redacted]’s daughter was present for the entire move. At the end of the day, she reviewed the paper work with the mover and even tipped the men for working so well in a difficult situation.One of our movers said that Mrs. [redacted] was sharing exercise tips, and Mrs. [redacted] was in tears because she was so happy for the work done.Apparently, there was damage to a tool box, and we will be sending a check for $50 to replace the box.At no time were we contacted about any problems with a refrigerator.

Review: Two men and a truck quoted me $1200.00 and charged me $1800.00.

A margretta maker valued at $395.00 never made it to the new house.

Items they should have moved were not moved which I found out when I went back to the old house.

Several attempts to resolve this have been nonresponsive.tDesired Settlement: To pay for the missing item and to refund the difference from the quote to the price charged.

Business

Response:

September 8,

2014

RevDex.com Complaint I.D. [redacted]

Customer

[redacted]:

Regarding

difference of estimated cost to actual cost:

On July 23,

2014 Two Men And a Truck did an onsite visit for Mr. [redacted] and provided him a

hand written estimate of $1160.00. The estimate was based on the items that Mr.

[redacted] stated that he wanted us to move. His scheduled move date was to be

September 6, 2014. On the hand written estimate it was documented and noted

that the estimated cost was based on only the items listed as discussed with

Mr. [redacted]. Mr. [redacted] was also given a written copy of this estimate. On

September 6, 2014 the day of the move when the Movers arrived Mr. [redacted] stated

that he now also wanted the contents of his garage moved as well as other items

that were not noted on the estimate sheet that was created during the onsite

visit of July 23, 2014. The Movers did explain to Mr. [redacted] that they

acknowledged that he was adding additional items but also informed Mr. [redacted]

that due to the volume of the additional items he now wanted to move they were

recommending a second truck be sent out as with the additional items everything

would not fit on one truck. Mr. [redacted] approved the request for the additional

truck and one was dispatched to his move from address. With the additional

truck and 2 movers as well as the additional items and the time it would take

to move them the cost to complete the move did exceed the original estimate

that Mr. [redacted] was given on July 23, 2014.

Regarding

missing item (Margarita Maker):

With the

additional items being requested to move the garage items were primarily boxes.

Two Men And a Truck did not pack any items for Mr. [redacted] and were only

contracted to move the items. In addition to Two Men And a Truck moving the

boxes Mr. [redacted] also had family members moving boxes in their personal vehicle

at the same time. Mr. [redacted] did not stay at his original pick-up location but

went to his new location as the vehicles were being loaded. As explained to Mr.

[redacted] the movers (seeing they did not pack any items) would be unaware of any

contents of any of the boxes and literally would not know what was in them.

With boxes also being loaded into a personal vehicle we would not have any

control as to what boxes would be in any specific vehicle. Two Men And a Truck

is unaware which of the vehicles would have transported his missing items or

that the missing items even existed. Mr. [redacted] did sign off at the end of the

move that all items were removed from the truck as he visibly observed that the

trucks were empty prior to him paying his bill and releasing the trucks to

leave.

Regarding

left items at pick up location:

Mr. [redacted]’s

wife after doing a walk through with the movers prior to them leaving the

pick-up location did sign off on the paperwork that all items that they had

wanted us to move were removed from the property were on both of the trucks

prior to them proceeding to the drop off location.

Two Men And

a Truck does try and provide the best customer service during the move as well

as follow through after the move. If any questions or concerns have arisen

during this time we do investigate these concerns and will rectify any concern

caused by our movers or our Company.

Consumer

Response:

Review: Just completed a PODs move using Two Men & A Truck for the packing & unpacking. On 8/14 the units were being unpacked by Two Men & a Truck movers who noticed significant damage to a number of our furniture pieces. They said this was a result of the moving crew that packed the POD on 6/28 not properly padding & stacking the furniture inside the unit. We have significant damage to multiple pieces of furniture including: 2 box springs; 2 bookcases; Kitchen table; Couch; Ottoman When arranging the 6/28 move my husband asked for TV boxes & appropriate moving supplies. We were willing to pay for any associated costs. When the crew arrived they had nothing but a dolly. They said that POD moves do not come with any supplies. We were NEVER told this. We questioned this multiple times & nothing was done. Halfway through we demanded pads be brought to the house. Pads were delivered & the items protected by the pads seem to be in a good shape. On 7/1 we complained to Corporate. The response was, 'What do you want me to do about it? I am not sure I understand what you want?' We were told that the local franchise would be contacting us. We were NEVER contacted. The 8/14 movers also found that all of our boxes had been poorly stacked. Fragile boxes were placed at the bottom & ultimately damaged & dented. Heavy boxes were placed at the top. We called & asked that a manager come on site to survey the damage. We were told he was on vacation but would come on 8/19. We were also told the owner doesn't really work there at all & wouldn't come out even though he was at the office. Given the lack of response following our 7/1 complaint I have no faith that Two Men & a Truck will follow through. We were required to pay for the 8/14 move & we already paid for the 6/28 move. The 8/14 crew said one of the men in the 6/28 crew has 4 damage complaints filed against him just this week. The 8/14 movers said damage was so bad they didn't want to unload the units.Desired Settlement: We are asking for three things to resolve this situation.1. Refund of the moving costs for the 6/28 move which resulted in the damage. 2. Replacement of the items that are damaged or broken.3. A new crew to come and review the contents of the damage boxes that have been placed in storage. We are unable to tell if the contents are damaged unless the storage unit is unpacked and each box is reviewed. Following this the crew would then need to repack the each box and the storage unit.

Consumer

Response:

The following email chain took place this

morning with Two Men and a Truck. I received notice from Revdex.com that my

claim is in process and that I should notify you if I have any

additional contact with them. Thank you so much in advance for all of

your help.