Two Men and A Truck

On August 28, I emailed Melissa M [redacted] after our telephone conversation of reimbursing me the $that I paid a plumbing to rod out my kitchen sinkMelissa called me while I was at work to inform me she was going to resend their plumber back out to rod my kitchen sinkI told her since their plumber acted like he did not want to do the work ( rodding my kitchen sink)I also told Melissa that I called the company ( SLWOA) and the customer service lady told me my case was closed and her attitude was horribleThe lady told me was I was on my own to get my kitchen sink rodded and they ( SLWOA) would not be sending anyone else back outI asked the lady so this means I am [redacted] out and I pay your company for a service and again she had a nasty flip attitude Melissa apologized and said she was sending the plumber back to my house today to rod my kitchen sinkI told her that since the customer service lady informed me that I was on my own that my husband called another plu

I am currently working with this customerI have emailed her and I think we will come up with a resolution to this issue

Initial Business Response / [redacted] (1000, 5, 2014/10/07) */ We acknowledged responsibility for a broken patio table base, but this is the first time I am hearing about a damaged bedThis claim was not filed within our day Bill of Lading allotted timeThe patio table was repaired, but eventually broke againThe second option was to cash settle for fair market value of a $purchaseThe company that welded the table found someone who can fabricate a new base, yet the customer is refusing to let us take this routeCustomer has the option to accept a fabricated table base or accept current fair market value on the tableThis claim was in the process of being closed out, but she did not give me a chance Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/10/08) */ See Document Final Business Response / [redacted] (1000, 18, 2015/01/21) */ 1/28/9:am [redacted] is out of the office until tomorrow did not leave message 2/4/10:am Mediator left message 2/11/9:am Mediator left message 2/18/10:am Mediator tried to return message(2/11/15) from business but cell was busy 2/18/10:08am Mediator left message on cell and office voice mails 2/18/10:am The damage is 100% repairableThe company that did the earlier work warranted their work and is ready to complete the repairIf she is concerned about people on site I can have one of my managers pick up the baseI would only need a days noticeCall me at XXX-XXX-XXXX ex [redacted] 2/25/9:am The coverage was repair or replace based on evaluationThis is fully repairableI will offer to pay $or repair the item but will not pay $4,when it is repairableWill repair or pay $to close out 3/4/2:pm Mediator received message out of office until tomorrowDid not leave message 3/11/9:am Mediator left message 3/18/10:am Left detailed message for [redacted] asking for the documentation on repair and replace be sent to the consumer 3/25/10:am Mediator left message 3/25/10:am The policy is repair or replace at our option not the consumersI will get that out to you by fax todayWhen this first happened she indicated the table was only worth $that is why we have been asking for receipts and investigating options 4/8/9:25am OK to make this go away I will offer to pay her the $1,but if I do that I want the table and base back to use in trainingPlease let me know if I should call her to work out the logistics 4/15/9:am Mediator left message 4/15/10:am When I made the original $1,offer I indicated if there was a cash settlement we would require the damaged goods be returnedIf she returns the table and chairs I will pay the $1,If not and she accepts a $offer today I will make that payment 4/22/9:am Mediator left message 4/22/10:am Mediator left message voice mail says email claims to [redacted] @twomen.com 4/29/9:am Mediator left message 5/6/9:am Mediator tried twice line busy 5/6/10:am Mediator left message 5/6/10:am No I will not accept her counter offer.I will pay $1,for the tableIf not will offer $to close this 6/10/10:am Mediator left message 6/10/11:10am [redacted] is out of office [redacted] was familiar with caseHe said he would let [redacted] know he should send the $to close this out and asked for the spelling of her name

We have been in contact with Mr [redacted] and are currently working to a resolution with him for his concern

I am rejecting this response because: I talked with Dan, the manager, and was told there was nothing they could doHe said he was not part of the original conversation when I was quoted so in turn it is just "he said you said"I asked him if he felt going from a $quote to a $bill was ridicules and was told he had no commentHe said there would be no type of refund so as far as I'm concerned, this is an unsolved issueThank you, [redacted]

Mr [redacted] was moved on December 15th, and received all necessary communications regarding services, and contract agreements through both email and paper documents which were signed and initialed the day of the moveAs mentioned by Mr [redacted] he was given a hour discount the day of the move ($266) based on this communication to our operations team regarding a level of service not to his satisfactionWhen the discount was given Mr [redacted] stated that he was satisfied with this amountMr***s services were estimated to cost between $905-$1,the estimated provided and initialed by Mr [redacted] clearly states that this is a non binding estimate and customer are charged for actual time usedThe final cost for Mr***s move was $1,209, placing our estimate $over the higher end of the estimateWe would be willing to refund Mr [redacted] an additional $on top of the $not charged the day of the moveYou will also see in the attached documents that our agreement states we will contact the customer within two business days to discuss next stepsIf a repair is initiated, completion may depend upon vendor requirements and availability, Mr***'s washer hose was fixed within hours of the damage, and our vendors were contacted at the same time to schedule a date and time to fix Mr***s other damages You will see in the attached document Mr [redacted] was contacted on the 16th, as we fixed his washer hose that day, a message was also left on the 19th regarding a picture frame that was replaced within hours It is correct that we did not feel our vendor could make it to Mr [redacted] on such a short notice, we informed Mr [redacted] of this as to set the proper expectationOur agreement does not state that damages will be repaired within business days, rather contact will be made and the process to repair/replace/ or reimburse will beginThrough further documented conversations Mr [redacted] stated he was fixing the damages himselfOur office made several attempts to contact Mr [redacted] as you will see in the attachment to no availBased on the discount given the day of the move, the quickness in which our team tried to suffice the damages, and the contractual agreement we feel Mr***s experience was handled well within our organizations standards

We apologize that Ms***'s move did not go as she or [redacted] expected The Move Manager contacted Ms [redacted] on July and agreed to reimburse her $($for the damaged accent table and $for the complaints) Her credit card was credited on July We sent a damage report for the damaged sofa to our vendor The vendor will call and schedule a time to look at the sofa The Move Manager called and left a message for Ms [redacted] of the action taken

We met with the customer on July 6, to evaluate the damage concernsAt this time we are still investigating the damages and will respond back to the customer by Friday July 15, with a resolution to the damage concern and moving forward on the repairs as well as the cost of the move itself

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The technicians were not trained properly! Even the lead technician stated to me that it was his partner's fault because he dragged the dresser on the carpet and snapped the leg off! They also turned my dresser over to look at the damage they caused and even though they could hear jewelry and other things banging around inside the dresser, they never removed the items inside! Unacceptable! now I have had to hire a furniture repair company which will cost more than $to repost I demand a full refund of the $that you charged me for shoddy work! Regards, [redacted] ***

We are SOLD on Two Men and a TruckWe're in Iowa and had to coordinate a long-distance move for my dadFrom the first phone call to [redacted] at the Collinsville office to the goodbye from the movers, it was a great experienceProfessionalVery prompt in replyingAvailable for any and all questionsEager to helpDid a thorough and quick delivery with everything where we wanted itWe couldn't ask for better!

This issue was resolved with MsG [redacted] through our quality control manager and Director of Operations

Would NOT recommend this business to anyoneService is substandard, and owners when confronted about damages become rude, irrational, and outright hostileMovers damaged new hardwood flooring, completed hours priorThe franchise owner wanted me to use their contractor, who would have used filler putty and a magic marker to "repair", or hacked out the damaged section and replaced in inappropriate mannerAn section 4'x12' needed to be replaced to repair damage in center of sameOwners refused to pay for my contractor to complete repair.It has taken over moths to receive non generic reply from corporate customer service This was unacceptableThe following is my initial correspondence to customer service, recounting interaction with franchise owner Sir or Ma'am, This shall serve as a formal complaintMy wife and I used your franchise located in Dover, De, on February Although the crew sent to us was minutes late, they were pleasant enoughThe loading process went relatively smoothHowever during the unloading there were issues, which continued through today with the franchise owner [redacted] , which shall be addressed also While unloading into residence, no protective covering was placed on hardwood flooring, which had been completed hours prior, in other words new flooringThe crew was moving a couch through the entryway, the couch had been stood upright, at base of stairsWhen the movers were trying to line up couch to take up the staircase, a scrapping noise was heard, they ceased movement briefly, and then resumed, causing further scrapping soundThey proceeded to move couch without concern, nor verbal acknowledgement of sameWhen pointed out to the crew, their response was neither apologetic, nor empathetic, more so seemed dismissiveOne of the crew members asked if I was sure that damage wasn't oldWhen he was advised that flooring was completed hours prior, I was met with a dismissive reply of "That's what insurance is for" The crew completed unloading furniture and began to set up same in master bedroomDuring this time one of the crew members prepared bill for services, and remaining crew neglected to finish task of set up The bill completed, as well as damage formI was advised that it would be submit upon their return On February received a message from [redacted] regarding damageI returned call and subsequently spoke with [redacted] [redacted] advised me that they would have a repair person come to fix said issueI advised him that I would use my own contractor, and they would be responsible for paymentI understand this may be a little unorthodox, however, with flooring having been finished hours prior, the original contractor should perform repair, for continuity of qualityI advised [redacted] that I would forward photos of damage, as well as invoice from my contractor, to which he agreed would be paid in full upon satisfactory completion of repair [redacted] was also advised that payment to him was placed on hold/in dispute until repairs completed, and paid in full, to which he also agreedWhen contacted through your office, I shall forward any documented communication as well as photos Which brings us to this morningI received a phone call from [redacted] at [redacted] informed me of their contractor, and how the insurance paid for repairsAfter listening to her details, I advised her, I would be using my own contractor, at which point [redacted] began speaking over me in an agitated tone of voice [redacted] would not allow me to complete my statement, to the point of my advising her that if not allowed to complete my statement I would be hanging up, and investigating further options, up to litigation [redacted] continued to speak, I subsequently hung up At [redacted] called me in confrontational and agitated toneHe advised me that no one speaks to his wife like that, and that I could call anyone I wanted, and he was not paying for any damages [redacted] then hung upAt this date, I returned a phone call to [redacted] , who gave the most unprofessional display of customer service I've seen thus far [redacted] continued to express himself in an extremely agitated tone, and began to use aggressive explicit language, ietelling me to " [redacted] off", "I don't give a ***, I'm not paying [redacted] thing", and ended conversation before hanging up on me with "Go [redacted] yourself" I will tell you that this is UNACCEPTABLE!!!! I am appalled by this lack of professionalismAt this point it is not even about the inconvenience of damaged property/goods, it is the abhorrent treatment and customer service given by a franchise ownerBehavior such as this should not be tolerated in the business community, nor will it be tolerated by meAnd based upon [redacted] level of agitation, statements and irrational behavior on the phone, I also have concerns about the safety of my family and property I shall be filing complaint through the Revdex.com, as well as state consumer protection/affairs officeYou claim to meet and exceed customers’ expectations, as well as treat possessions and customers with care and respectSorry to say that this franchise, especially its owner, [redacted] have fallen very short of this markI can say with certainty that I would not recommend your company, and have been sway from using any moving service should the need arise again

On Sunday evening July first I contacted SLWA to check what I thought may be a sewer leak on my front lawnThey told me I had to contact the city of Arlington first to make sure the issue was not on their sideI did not understand this (leak was up on my lawn) but I did so anywayCity of Arlington came out PM and told us everything was fine on their side and they felt it was a water line break not a sewer lineWe contacted SLWA again to relay this information they said they would have someone out the next dayWhen the plumber arrived the following day he looked at the area in question and said it was a water line break but he could not fix it due to the fact that he was called out on a sewer line breakAgain we contacted SLWA and were told they would send someone else outTuesday another plumber arrives and refuses to fix the line as my sprinkler system is not up to code he saysThe sprinkler system is not even hooked into the water line anywhere I explainedHe still refused to fix it and we had a way conversation with Heather at SLWAI finally told them I would have a sprinkler company come and look at the issue so we could proceedI just wanted to get the waterline fixedThe Plumber gave me the name of a company they useI contacted them immediately and was told that they could not get out there until SaturdayWe are almost a week now with a broken waterlineSaturday arrives and the sprinkler company comes out that the plumber recommended and tells me that this is ridiculous that the sprinkler is not even connected to the main line and should have nothing to do with them fixing the water line breakI told them we never used it anyway and had a portable sprinklerThe sprinkler company gave me the name of a plumber that THEY use and he came out looked at it and said the same thingSo now I have a paid invoice for from TNT plumbing to prove that the sprinkler system was dry and not in anyway connected to the main line.Called SLWA back again and asked to speak with a supervisorI was told that the supervisor refused to speak with me until the CSR wrote everything down that was wrong! Write it down???? They had it all in front of them on the computerFinally mins later and numerous hold times I spoke with a supervisor who said he would send an email to Heather whom we dealt with in the way call and that he would get someone out thereHe asked if we needed it immediately and I told him we could wait until after the weekendWhat difference did it make at this point we were at days nowMonday came and I heard nothing at allMy wife called SLWA was told they would get back to her, no one calledI called SLWA from work and was told that they would send this whole email to Heather and she would call me back shortlyNever calledFinally my wife spoke with [redacted] who contacted the companyThe company contacted my wife and said they would get everything taken care of Tuesday the 10thMy wife had to miss work for this setting us back even further when I was on vacation all of the previous weekIt is now Tuesday the 10th days, dollars lighter for a plumber to tell us what we already knew, a lost days wages for my wife, numerous phone calls and wasted time and I still have a water line leak in my front yardThey finally came out on Tuesday the 10th and it took them about an hour to fix itThe company that came was efficient and quick stars for that but no stars as to how this whole thing has been handledThis should never have occurred and most frustrating of all was not getting promised call backsCommunicating goes a long way to making things right with the customerWhat this tells me is that the company really does not care about the customer as much as they proclaim toI think its time to look into another warranty company although I'm not really hopeful any will be better but this whole experience has really soured me on this one

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be barely satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Once again, no company can sign away liabilityYou destroyed equipment because of inexperienced moversThis tanning arena was delivered by professional movers in less than 10minutes and absolutely no damage.Your movers rammed the equipment between a wall and railing and then continued to apply pressure until the unit buckled from pressure Why can professional movers move this equipment to me and your "professional" movers could not navigate the first entry? You will pay for my equipment and no customer signs permission for you to destroy their property Your responses have been less than forthright and you most certainly, do not exceed any customers expectations It is extremely frustrating when you represent yourself as a "company that cares" however, you don't have the basic consideration of actually reading anything that has been provided to you Your movers left items that I was not aware of until I returned and your movers were paid and left.Complete compensation for destroyed equipment, all moving expenses and compensation for moving all items left behind AFTER YOUR MOVERS LEFTI am in compete shock that any company would handle this scenario the way you have, your GM said to me: "I will have new blinds left by your door tomorrow" obviously, he liedYou have had countless pictures and you are attempting to sweep this under the rug I am asking Revdex.com to remove your A+ status to Do Not Do Business with this companyComplete compensation is expected immediately or legal action is my next step and media attention to this destruction of property as well Regards, [redacted] ***Revdex.com offered binding arbitration to settle the matter, however we did not hear back from the complainant

Hi ***, Thank you for using our servicesWe do apologize for your unsatisfactory experience in moving with usWe strive to make your move as easy as possible through outstanding customer care and efficiencyIt sounds like this did not happen during your move and we would like to understand what it is we could have done better for youPlease contact us at your earliest convenience at 760-290-You can also contact our San Marcos Location Manager at [redacted]

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 possessionThere 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 themWe will send out a Contractor to do the repair on the mattressThe mirror is currently being repaired and will be returned to our customer shortlyIn the interest of good customer service we will reimburse our customer the 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

Initial Business Response / [redacted] (1000, 6, 2015/04/27) */ The move started on 04-06-and finished on 04-08-We immediately realized our estimate was not going to be enoughThe packing they said they would do prior to us arriving did not happenThis took longer than and added additional costWe had to obtain an additional truck and employees***, our manager went out on the last day to supervisor the unloadingWe dealt mainly with the wife, [redacted] We kept them inform the entire time that this would be more money than estimatedWhen it came time to finalize the bill we asked if ***, husband, wanted to be there and he said No, [redacted] wife, could handleShe agreed with the pricing and gave us a checkWe did remove $from this final billDays later ***, husband, called with damages and said he did not agree with the final price and wanted an $refundWe asked him for pictures and documentation of the damages and he refusedWe did not charge them storage fees Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/04/28) */ ***Document Attached [redacted] First of all, the move started on 4/and finished on 4/- not the dates listed by the companyAnd the services were for packing AND movingWe NEVER agreed that we would pack any of the items, although we did pack several boxes the first evening after the estimate was raisedThe services agreed to were packing and movingThe claim stated "We kept them inform the entire time that this would be more money than estimated." but the only time an additional cost was mentioned was on the first evening and [redacted] told my wife that the total would be more around $- this was after most of the packing had been doneThe claim also mentioned that "We asked him for pictures and documentation of the damages and he refused." which is entirely untrueNo one ever asked me for pictures, I volunteered them and sent them in an email on 4/that was returned by their spam filterI emailed [redacted] again immediately on 4/and told him what had happened and included a detailed list of damagesI never received a response from himAlso, the final cost was agreed upon before we had a chance to unpack boxes and discover most of the broken and damaged itemsFurthermore, the final cost they are claiming of $is $more than their estimateThat would be a nearly 38% overage, which is clearly unreasonableIt is not our job as the consumer to account for such a miscalculationWe would have never agreed to the service if they had been up front about the chargesSo instead of talking about the amount we were charged OVER our estimate, they focus on how much they came DOWN from a price that was inflated and never agreed upon in the first place

I HAD TWO ACCOUNTS ONE WAS WATER AND ONE WAS SEWER MY SEWER WAS CANCEL ENOUGH I PAID AND CALLED ON FOUR SEAPARATE TIMES REQUESTING FOR INVOICE AND POLICY INFORMATON

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]