Two Men and A Truck

On August 12, we had a sewage back up in our homeI called SLW and began a claimTheir subcontractor arrived and misdiagnosed the problem as kitchen waste back up (despite it clearly being sewage) within the home and informed me to call my own plumberI did so and incurred a charge of $That plumber did his best but the blockage was external to the home (the type covered by my warranty) and he could not clear it because it was not in the houseBy this time the sewage had infiltrated my furnace and the health hazard was extremely realA second call to SLW resulted in the owner of their subcontracting company arriving and over the next few days he did an excellent job of solving the problemI was assured by a John V [redacted] of SLW that my charge of $from my private plumber would be reimbursedI sent him a scanned copy of the invoice and he acknowledged it was received and "sent over to contracting"I have made four calls to follow up and have only received continue

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me if they actually adhere to itIf I do not hear back from them, I will contact you again Thank you for your assistance and consumer protection Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below They have refused to do anything at all to resolve my complaint.They said that they did perform the service, and would not even address the issue of taking several hours longer to perform the service than it should have been.Regards, [redacted]

TO WHOM IT MAY CONCERN: I want to apologize to MS [redacted] for the delay in getting her damages resolved Our moving crew did not turn in the damages at the time of the move There was a delay in even knowing about the damages Our management staff was in touch with MS [redacted] the week of the 25th She was told that her damages were turned over to our best furniture vender and that he would be in touch with her for scheduling ASAP She was also told that he was a little backed up but, does really good work At the time of this phone call she was fine with this I would like to again apologize for the delay in getting the damages resolved We will have the damages resolved for MS [redacted] ASAP We take customer service very seriously and we will be addressing the issues that caused the delays in this case, so that we can prevent it in the future Thank you so muchDBryan [redacted]

My initial reaction to the completion of the move in date was " unbelievable" as the bill I was presented was at least two times (estimated quote ~$2700, bill was ~$4700) the estimated quoteLater (~days) I was presented with "math error" where the bill was ~$2700, a more reasonable chargeNeedless to say I was very upset for several daysThey should be more exact with billingLater we found some type of black dirt smeared on our easy chairs cushions that go in our living room and our couchThese chairs and couch were in exceptional shape before the moveThe cushions were ruined in the attempt to clean themWe were offered $for each chairReplacement would take $per chairOur couch after two attempts to clean it was cleaned to our satisfactionHowever the sizing has been lostThe couch will hold dirt more easilyThe incidents with billing and cleaning was very frustrating as the cleaning went on for over months before it was resolved unsatisfactorly

Moving is pretty stressful and the last time I used professional movers proved to be a nightmare [redacted] was very helpful and listened to my concerns She was very reassuring and the move went smoothly (no broken lamps/furniture pieces) The movers were on time and were very professional There was a glitch with the keys I was given to my new place and they waited patiently (off the clock & in the Tucson summer season) for my new landlord to bring the right keys They movers were cordial, friendly and professional

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 response from this company is laughable, considering they were criminally fraudulent, and emptied by bank account--with unauthorized charges of $1,500+ over the $I signed for I am still pursuing this matter both criminally and civilly with both Camp Pendleton PMO and Oceanside Police Dept I have obtained an attorney, as there are punitive damages as a result of the attack on me I went to my doctor on Thursday---to check my pregnancy due to the stress this company caused and my pain and suffering If there is nothing further the Revdex.com can do, I will be continuing this legally Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Contact Name and Title: [redacted] General Manag Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @twomen.com Mr [redacted] has not paid his bill in full and therefore can not be processed through our claims department due to thisI have tried to contact him via telephone and email without responseOnce Mr [redacted] pays his bill in full we would be more than willing to settle all damage claims Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never received a call from Mr [redacted] My credit card was charged twice without any discussion of charges due (which was agreed to for the next day and NEVER did I receive a call) to the value of damage caused by complete carelessness and not following procedures Deduction of the moving charges can become part of the settlementNo further payment will be sent A complaint has been drafted and will be filed by weeks end if this claim is not settled And again, a judge would love to see all of the photos and videosWhich will then cost this moving company a much great value as attorney fees and court cost will be assessed As well as bad press

I live in [redacted] ** I paid for this service for years the first time using it, I'm told there would be a plumber that would come and unclog my sewer come to find out he is traveling from [redacted] ** that is over hours away, he came in two daysand wasn't setup to unclog itso instead of taking his recommendationsservice line warranties sent him back home to find no one was even in their Coverage area that could perform the workgetting the run around for another days for them to tell me thisNow it's been a week and I'm stuck with a bill for to drain my sewer outside my house, plus it's not even unclogged yetI have an month pregnant wife and three kids under six, and have had sewage backed up in my house for a weekwe have been calling at least once a day on this

Our in-home consultant explained to the customer during her on-site consultation that this move would require two trucks The customer told our on-site estimater that the cost for two trucks was out of her budget; we have addressed this in our previous response Our in-home consultant explained to the customer that we would fill one full truck, and that all of her items would not fit on to one truck The customer agreed to the estimate for one truck, and she said that she would rent a [redacted] for the rest of her items We explained that per company policy we could not load the ***, but that we could unload it at her destination The total cost for the customer's move was for one of our full trucks, and for the unloading services that we provided for both our truck and the [redacted] truck

A check is being processed in the amount of $and will be mailed directly to our customers home address due to our mover being sick and not at 100% on the day of her move per our verbal agreement Once the check has been received and cashed by our customer we will consider this matter completely closed

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ I've recorded points of contact with this customer, trying to resolve the claims in a timely manner8/LDM, 9/LDM, 9/emailedWaiting on customer to respond so we can move forward with resolutionPlease call me asap XXX-XXX-XXXX ext***/ [redacted] @twomen.com Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/26) */ 01/26/16: They paid for the one thing they broke, so this is resolved

Complaint: [redacted] I am rejecting this response because: I also believe $2,and hours for three men was not what we agreed to and the work should not have taken that longWe agreed to a maximum of hours and that is all I want to pay forI feel the items in the response are acceptable for those particular issues, however, I still believe we are being overcharged by approximately $ Sincerely, [redacted]

Hello Mrs [redacted] , After receiving the report from our vendor they recommend the following: - The sofa is not easily repairable and they suggested accepting your request of $for those damages - The remainder of the wood repairs are repairable however, they would need approval from you to complete them in your home or remove them for repairsWe can also offer you the amount of the repair in the form of a check if you would ratherThank you

Initial Business Response / [redacted] (1000, 6, 2014/11/21) */ Ms [redacted] 's move was estimated for hours (see attached confirmation letter emailed to customer on 9.30.14, weeks prior to the move) Every move is different, and we always recommend customers *not [redacted] compare their current move with a previous one, because they are different scenarios (access is different, levels of preparation can be different, distance can be different, etc.) I understand what she believes about how long the move *should [redacted] have taken, and I fully empathize because I recognize that moving isn't cheap, but the fact remains that my customer service rep gathered the information for her move, and booked it out for hoursBased on our experience with similar move, hours was appropriate to plan on for Ms [redacted] 's move Her move took hours in total, and she tipped my movers $ Shortly after completion, Ms [redacted] spoke with my sales manager, [redacted] , and was a.) offered 10% off the move total as a customer service gesture, and b.) informed that our repair professional, ***, would be contacting her shortly to work out a schedule a time to take care of her damagesMs [redacted] quickly dismissed the offer of 10% off, and said she wouldn't accept anything less than 50% off her move costs I see that she is now demanding well *over [redacted] 50% off her move costsWe are unwilling to refund her 50% or the current 55%, but I am willing to talk about a 15% discount Regarding her damages, Ms [redacted] has been talking with ***; trying to find a time to have him come out to make the repairsIn fact, she spoke with [redacted] last week, so it will happen as soon as she can work him into her schedule This is obviously not the way we want a move to end upWe take our work, and our reputation, very seriously, but we also recognize that we can't please everyoneI believe my offer to refund an additional 5% off her move costs to be a reasonable response; given that the repairs are not really a factor because it is just a matter of scheduling at this point Whether this will be sufficient for Ms [redacted] , I do not know, but beyond the repairs of her damages, we are not willing to offer more than a 15% discount It is my sincere hope that we can come to an amicable resolutionPlease call if you have any questionsThank you very much [redacted] General Manager [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it very interesting that he has avoided responding to the photos I attached or address the complaints I made about the movers Both locations I have moved from and to are exactly the same lay out Just because I'm in contact with [redacted] with the repair company does not change the amount of damage or less than satisfactory work they provided Me tipping the movers doesn't change the poor work they didThey did perform a job and I was raised no matter how horrible service you receive, you should always tip because it's not entirely their faultThe movers need to be trained properly or the company needs to hire efficient movers Final Business Response / [redacted] (4000, 17, 2014/12/29) */ Two Men And A Truck is disappointed that the situation has come to this, but I can only offer a 15% discount for Ms [redacted] 's move While I recognize this will likely not please Ms [redacted] , I feel that it is fair I wish all involved happy holidays, and I hope that we can move on from this pointThank you

Hello,Thank you for bringing this issue to our attentionI know that since receiving this complaint that our claims manager has been in touch and we are working with you to resolve this claim.I do apologize for our delay in handling your response but I am confident we will help you resolve this issue and if you have any other concerns I am sure we can work through itIf you have any other questions or concerns please reach out to our officeThank you

Dear Ms [redacted] ,We have received you letter from the Revdex.com and another inquiry from the ***I was going to call you as I could not completely understand the email's you sent to our Peoria manager, however you letter to the Revdex.com, which our manager forwarded to me seems to be clearYou raised three issues and I want to clarify what we can or cannot do about each of themFirst, we looked into itYou were not overcharged for the moveAll of customers are charged from the time our truck leaves our office until it returns to our officeWe stated this on the telephone conversations you had with our office and also it states this on our confirmation letter to you, plus on the paperwork you signed on the day of the moveWe have GPS on all our trucks and after you initially inquired about the overcharge, we checked the GPSYou were not over chargedSecond, our goal is to exceed our customer's expectationsWhen it becomes obvious that we cannot do such, we usually do not contract to move that customerWe DID NOT move you out of the storage unit based on your feedback(Unfortunately, sometimes damages do occurThe [redacted] estimates that as many as 75% of all moves have some damages, and our track record is well below that, closer to 2%)We have moved multiple people who have had damages, but we moved them againWe always try to take care of damagesWe felt we could not exceed your expectations.Third, when damages occur that we are responsible for, our first plan is to repair or replace said item(s)You stated that the legs of your sofa were marred, so we first wanted to send a repair person from one of our licensed repair facilities to look at the damages, determine whether they thought the damage was done by us, and if so, to repair said legsIf they thought the could not repair the legs, then they would have replaced themThen bent lid on the hamper is another matterIt probably could not be repaired, so we would have found a replacement on either e-bay or Craig's list and purchased it.I am sorry that you thought you were getting the run around, however, we were following the [redacted] rules and regulations which govern moving companiesYou are correct that repairing or replacing the legs and replacing the hamper would have been more expensive, but we prefer to leave the customer whole rather than pay cents per poundYou stated that you would be satisfied with $and in order to try to keep a customer happy, we have enclosed a check for $and are closing our file.We did not try to delay the process or obfuscate the procedureMost customers are not too happy to accept cents per item which is why we try to replace or repair all damages.Sincerely, [redacted] , franchisee

Purchased both water and sewage protection online on 10/29/ Company did not indicate that the day waiting period was waived until I received a hard copy bill with a special notification of such waiver I experienced major sewage problems prior to receiving my bill in the mail On November 20, I had to have [redacted] Plumbing and Heating excavate and replace about to feet of pipe on the exterior on my house I paid $4,for the repair work On Saturday, November 26, I was instructed by Service Line Warranties call center to submit documentation to Contractor Services division for a review On 2/15/I received an email from a Melissa M [redacted] stating I would receive an email the next day with a copy of a Release of Liability that would start the reimbursement process I received no such document even after I sent multiple emails to inquiry about the status I just would like to receive the necessary documents so that I may be reimbursed since

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] While I still believe that money was made on the furniture that was deemed to not fit in the truck, and the movers at the back end of the process (also professionals) stated that the truck was packed very poorly I have no evidence of any benefit derived I only have my gut feeling, which is strong but I can't prove it So, I have no alternative but to move on I will, however, never use this company again, and I will tell others that I know not to use them as well

I hired Two Men and a truck in April to move me from my home to a storage unit and then from the storage unit to my new home in September Once we moved into the new house I realized some of my items were missing and of my night stands and an armour that were delivered were now damagedThey did repair the items but it was a hassle, I am still waiting on my armour to be completedThey also damaged a door frame bringing in the refrigeratorCustomer Service indicated that if I though my items were stolen to file a police reportThe police department stated I could file an incident report, which I didSince then nothing more has been done Their customer service is terrible, condescending and rude