Two Men and A Truck

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.

My husband and I used two men and a truck, I would like to say how happy we were with them, the guys were fun and so polite and respectful, the names of the young men we had, Thomas, Darious, and Terrell I would highly recommend this company.

Review: On August 2, 13 at 8 am Two Men And A Truck came to 6809 N 60th Street to move my packed items, and furniture to 3333 N 8th Street. Prior to moving us, they were responsible of wrapping furniture for protection. After loading the moving truck, the two men left to transport my furniture to new location. My daughter, grandson, and I left to commute to the new location. When we arrived, we had to wait for the movers for about 15 minutes. When they arrived, they claimed that the company had given them an incorrect address. I informed them that we discussed the new address prior to their departure and they had the invoice that contained the new address. Once we settled the address issue, they began unloading my furniture off the truck. They first unloaded my television and faced the 43 in screen television toward the china cabinet where it could not be seen. After everything was unloaded off the truck, we discussed the contract and fees. My bill was $420.00 and $10.00 was deducted for their lateness. So, I paid $410.00 with my Credit Card. After the payment was made, the two men left and we left to run to the bank before our next appointment with the cable company.

At 3:00 pm, the Cable Company came to connect my television and that when we all observed a broken television screen. The two men had broken my television's screen while moving me. On 8/913, I called the Two Men And A Truck's main office to inform them that their men had broken my television. Toni stated that he would talk to the men and call me back. On 8/16, Toni came out to my home and took picutures of cracked television and said he would call me. Since I did not hear from him, on 8/19/13 I called him . He then stated that his men said they did not crack my television screen and he could not replace it.Desired Settlement: The only settlement I am requesting is to replace my 43 inch screen television

Business

Response:

Regarding [redacted] time complaint. The Movers did arrive 15 minutes late as they were stuck in traffic. The Movers did deduct 15 minutes of time or $28.00 on [redacted] bill. The $10.00 amount she is referring to was for a Senior Citizens Discount that we provide.

We conducted an investigation with the Movers regarding [redacted] concerns. The Movers outlined the move stating that several of [redacted] furniture items had been scratched and nicked up and that they had pointed these areas out to [redacted] prior to moving them and thus that is why they did not fill out a Damage Report as the damages were pre-existing to the move. The movers were instructed by [redacted] to place several furniture items ( including her flat screen TV) on the floor directly in front of the window as you enter her apartment. [redacted] asked the movers to place these items in this location as her apartment was being renovated. The Movers stated they did wrap and pad her TV as standard procedure and were unaware of any damage to her TV when they delivered it.

On August 9,2013 we met with [redacted] at her apartment to address her concerns. Upon entering [redacted] apartment I did see the TV on the opposite side of the room as the Movers had noted and still resting on the floor. I did look at the TV and took pictures of the screen. Their was no impact marks anywhere on the TV and I explained to [redacted] that it appeared that the TV had been knocked over. [redacted] stated that she as well as 2 other family members watched the Movers carry her TV into her apartment with the screen facing away from the Movers but did not notice any damage to the screen. We did tell [redacted] that we did not feel that her TV was damaged by our Movers as she had seen them deliver the TV and did notice any damage at that time. I also noted that the TV was moved by someone other than our Movers after they had left as the TV was now on the opposite side of the room from where the Movers had placed it.

I also looked at 2 other damage areas of concern for [redacted]. One was along the top back of her leather couch on the wood trim and the other was some nicked areas on her free standing fire place. The fireplace had several areas were there were small nicks and dings. Majority of these areas were discolored noting previous damage. I did point these out to [redacted] and explained that not all of these areas were damaged during her move. I also pointed out several areas on the wood trim of her couch that were discolored as well noting previous existing damage. I did tell [redacted] that I would send a Contractor out to address the areas that I felt were moving related and in the spirit of good customer service would have the Contractor address and repair the other damaged areas that were not moving related as well.

Two Men And a Truck at all times will try to do their best and provide the best customer service to our customers at all times. Occasionally during a move a mistake or accident will happen and Two Men And a Truck will address any and all concerns that happened and were related to our Movers.

Consumer

Response:

Review: I am trying to contact [redacted] (phone number [redacted]) regarding my brand new air hockey table which was moved by Two Men and a Truck on 11-02-13 and received damage during the move. I contacted the company via telephone, spoke to [redacted], and sent emails documenting the damage on 11-02-13 to [redacted]. I asked that someone be sent out to document the damage because I was going to be out of town from 11-04-13 until 11-28-13, however [redacted] informed me that no one would be available on the weekend. On 11-05-13, I contacted [redacted] via email to find out about the status of my damage complaint as I had not yet been contacted. [redacted] called me on 11-06-13 at 10:54AM and left me a voicemail stating that we could address this when I arrived back in town. I left a voicemail message for [redacted] on 11-29-13 at 3:19PM. I called again and left a phone message for [redacted] (I was informed he was on a meeting) with [redacted] on 12-02-13 at 12:44PM. I left another phone message for [redacted] (I was told [redacted] had just 'run out of the office') with [redacted] on 12-03-13 at 3:01PM. When I called on 12-03-13 I asked for [redacted]'s email so I could email him directly however was not given this information. On 12-04-13 at 3:22PM, I called and spoke to [redacted] who started that [redacted] was out of the office for the day. [redacted] gave me [redacted]'s email address and I emailed him on 12-05-13 at 10:42 PM requesting that he call me. On 12-05-13 at 5:59PM, I began the dispute process with my credit card company (which was my method of payment to Two Men and a Truck). [redacted] has not returned any of my calls or my email as of this complaint.Desired Settlement: My brand new air hockey table was damaged during its move by Two Men and a Truck. I would like them to pay for the damages and the cost to repair my air hockey table. Thank you.

Consumer

Response:

[redacted] from Two Men and a Truck came to my residence today. He observed the damaged air hockey table and viewed the video footage that I took of the move from 11-02-13. I also showed him the original packaging that the table came in. I forwarded two emails to him today noting the cost of replacement parts.

Thank you,

Business

Response:

I met with our customer on December 11,2013 and we are working to a solution now. The Holidays have slowed things up a little but we are staying in contact through e-mail.

Let me know if you need me to resend the response I sent you on December 11,2013.

Thank you,

TWO MEN AND A TRUCK®

Business

Response:

Regarding this case number for [redacted]. We have reached a settlement with Ms. [redacted] and have resolved this claim.

Thank you,

[redacted] Livingston

TWO MEN AND A TRUCK®

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

We emailed and then I picked up a settlement check from the office yesterday. As soon as the check posts from their bank I will close the complaint as 'satisfied.' Thank you for all of your help!

Thank you,

Review: Two Men and a Truck, over charged for a small moving service. When I complained they didnt discuss it or try to help in anyway.Two men and a truck went in to my account and took the money that I didn't owe. untill there was no money in my account. NSF charges I had to pay.on top of that they waited untill there was money and went back into my account and took over the amount they first charged.I dont think anyone should be treated this way, and there shoulb be something customers can do to help themselves. I [redacted] will never uses this company AGAIN!!!!Desired Settlement: REFUND! for the 35 dollar fee I had to pay to the bank and the 57 dollars I feel I was over charge for the moving job.

Business

Response:

In regards to complaint ID [redacted] . March 12,2015 Two Men And a Truck was contracted to do a move for Ms. [redacted]. Ms. [redacted] was given an estimate of 1.75 hours based on the drive time and the information we received regarding the items she wanted us to move. The drive time to and from the office and between both pick up and drop off locations was a total of 45 minutes (.75) by itself. At the completion of the move Ms. [redacted] was given a bill (minus the deposit) for $87.00 dollars. Ms. [redacted]'s total move was 1.75 hours and $203.00. Ms. [redacted] did pay a deposit of $116.00 which left a balance of $87.00. at the completion of her move. Ms. [redacted] instructed the movers to charge the balance of $87.00 that she still owed to her Credit Card. The movers noted this on the paperwork and also gave Ms. [redacted] a copy of the billing where she authorized the payment.On the morning of March 13,2015 per Ms. [redacted]'s authorization we attempted to run her credit card for the balance that was still owed. Ms. [redacted]'s credit card declined for the $87.00. We attempted to run the credit card for a smaller amount ($25.00) and then again for another smaller amount for ($15.00) and both transaction's were successful. We attempted to run Ms. [redacted]'s credit card one more time and the card declined again still leaving a balance owed of $47.00 dollars. We attempted to contact Ms. [redacted] but we were unsuccessful in reaching her. Ms. [redacted]'s account was then turned over to our collection department. On March 27,2015 after not being able to reach Ms. [redacted] our Accounting Department again tried running Ms. [redacted]s credit card and the balance owed was accepted. However when running Ms. [redacted]'s credit card on March 27th we inadvertently ran the credit card for the full amount of $87.00 rather then the balance owed of $47.00. We acknowledge Ms. [redacted]'s concern regarding the charge from her bank of $35.00 and will reimburse her for this cost.On March 28,2015 Ms. [redacted] did call into our office to address her concerns and we issued a refund back to her credit card for the overdrawn amount of $40.00 that we accidentally overran her card for. We have attempted to contact Ms. [redacted] to no avail to set up an appointment to investigate into her concerns of the length of her more. Until we are able to reach Ms. [redacted] and set up an appointment to review her complaint with her we are not willing at this time to reimburse Ms. [redacted] for the amount she feels she was over charged. We will again attempt to contact Ms. [redacted] on Monday April 6,2015.

Review: Never again will I use TWO MEN AND A TRUCK!!! We went through the the West Allis/Brown Deer franchise who services the Germantown area and had a horrible experience!

First off the movers came unprepared and had no plastic wrap on their truck. Thank god we had some for them to use. They also stated that they just got off an 8 hour move and were exhausted. Not very professional!

They then rushed the whole move because they were exhausted which is when they damaged my furniture! They broke the slate off the back of my dresser mirror, put a hole in my mattress, dragged the mattress which made it dirty and ripped the serial tag off the mattress. After contacting my furniture store they informed me that my warranty on this mattress, that I purchased only a year ago, is now null and void! $1,400 mattress!!!!!!

It has been a month since we moved with no resolution. I keep getting told that someone will call but they never do! As of today when I spoke with the claims guy, who I had to contact again, he informed me that he still hasn't spoken with the GM about my claim! Every time I call there I get another excuse as to why no one has any answers- vacation, meeting, sick, on the phone, etc!Desired Settlement: I would like the purchase price for my mattress reimbursed in full since the warranty is now null and void! I would also like the 30 minutes I paid for the movers to move my couch reimbursed. I would like both done immediately since I have been waiting a month and been screwed around with long enough!

Business

Response:

We have contacted the Corporate Office of Ashley Furniture Company, they have assured us that regarding the mattress there are no warranty concerns as long as the tag is kept in the customers possession. There is a small hole on the side of the mattress that Ashley Furniture agrees can be repaired and this repair also does not create any warranty concern for them. We will send out a Contractor to do the repair on the mattress. The mirror is currently being repaired and will be returned to our customer shortly. In the interest of good customer service we will reimburse our customer the 30 minutes of time she requested with an apology for the length of time it has taken to resolve her claim.

Our customer has informed us that she has also contacted the Corporate Office of Ashley Furniture and confirmed that the warranty issues are of no concern and we can continue with the repair.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Over 3 hrs in an apartment really nothing to move. Our quote was 3 hrs. 4 hours top. They moved slow on everything. They damaged a 1,000 dollar entertainment center. I only paid 4 hrs worth and took 5 and probably would have taken 8. I know that it should've taken no longer since I moved everything myself before and took just me 5 hrs. I know 4 hr pay was more than fair with a tip still. They were told by their boss to just toss our [redacted] inside and leave. Excuse my language. Besides damaged expensive stuff; we went back to the apartment and saw damaged walls in hallway and kitchen. We did take pictures of everything If they would of stayed to do the job; 8 hrs to do it for 14 items. Really rude and the drivers eyes looked glassy. I'm so pissed and probably gonna sue. By far the worst experience we had. On top of it; we even started to help them. The furniture was not blanketed and chairs were thrown in truck... really pissed.