TwoMenAndATruck moved the contents of my home from ********** to *********** on July 28, 2015. One of their employees broke my 40+ inch TV.
A Damage Report was filed by ******** employee of Two Men And A Truck, on 7/28/15. He pulled the power cord out of a 42 inch Vizio Flat Screen TV. This prevented the TV from being powered on. After multiple phone calls and emails, it wasn't until 8/7/15 that the TV was picked up by the company and driven to a repair shop. As of today, 8/10/15, I don't know: a)location of repair shop; b) estimated date TV will be returned.
The TV was purchased on or about September 2010 at Costco.
I've been talking with ****, a manager at TwoMen, but he has yet to put anything in writing to me about what the company will do to make me whole.
I called the office this morning at 8:30 am and spoke with ******* and asked to speak with ****'s boss. I asked ******* to have someone other than **** call me by close of business today. So far, no phone calls.
I want to file a claim with the company's insurance company to make sure that I'm satisfied with the outcome. I need a guarantee of sort that six to twelve months from now if the cord slips out again that I'm not unprotected. ****'s comments to me have only addressed fixing the cord. He has said nothing about compensating me for the time I went without the TV or the inconvenience of the broken TV. I'm very unhappy with the customer service I've received post-move.
On Tuesday July 28, 2015 we moved our customer from *********** AL to *********** AL. During the move there was damage done to a television. The damage being that the power cord was pulled out of the back of the television by accident. As stated in our Pre-Move Confirmation Letter, Although our movers will be as careful as possible, from time to time damages may occur. If damage is caused by our services, TWO MEN AND A TRUCK reserves the right to repair the damage(s) in question. If we determine that a damage cannot be repaired, we reserve the right to either replace or compensate (Actual Cash Value) for the damage. Our movers filled out a damage report and instructed our customer that management would be in contact with her within two business days.
She was contacted the next day on July 29, 2015. It was determined and agreed upon that the television would be repaired. While speaking with the customer we did let her know that because she was no longer living in our area we were not familiar with the vendors in Huntsville and that we would need to look into what vendors might be in her area that could repair her television. She mentioned that she would not be able to transport the television and that we would need to arrange that as well. We spoke with three different vendors and read reviews to find the best one. That vendor being American Video Services. On Friday July 31, 2015 I called and was sent to her voicemail in which I left her a brief message asking to return my call regarding the TV. On Tuesday August 4, 2015 we received an email from the customer stating she was upset nothing had been done yet. We tried to contact her that day and was unable to reach her. The following day Wednesday August 5, 2015 she returned our calls. The customer was informed American Video Services was located 10 minutes down the road from her and could handle the repairs which would take a few days depending on whether or not they had to order parts. All that needed to be done at that point was arrange to have the TV picked up which a date and time was set for Friday August 7th between 12-2. On Friday August 7th the customer was called prior to the TV being picked up to let her know we were on the way. The TV was picked up before 2 and delivered to American Video Services. On Monday August 10th American Video Services was contacted to check the status of the TV. Status was that parts had been order and would be in on Tuesday and repairs would be completed by Wednesday. The customer was contacted and unable to be reached. On Tuesday August 11th she called back furious that she still didn't have her TV. We informed her that the TV would be repaired and could be delivered to her on Wednesday or Thursday. The customer still at the point was not pleased. About a hour after that conversation on Tuesday August 11th American Video Services called our office and informed us the parts had come in and that they were able to complete the repair sooner than expected. Again on Tuesday August 11th the customer was contacted and informed that the TV was ready to be delivered and we asked to arrange a time to do so. The customers response was that she did not want her TV until she had compensation for the time that she went without her TV. She asked for a written response to which our phone conversation ended. She was then immediately sent an email asking again to arrange a time for delivery along with offering compensation which was the amount for the cost of the repair. As of Wednesday afternoon August 12th we have yet to get a response.
**** ******, Manager
TWO MEN AND A TRUCK(r) Birmingham