Movers showed up 5 hours early, very disorganized.was told my move would take 3 hours and it took them all day to load a 24 ft truck with boxes, no ap
no appliances were moved, only 1 bedroom, 1 living room and took them all day, charged me over $1,000 dollars when highest quote was $454.00, broke power button on tv, broke legs off of dresser, still didn't load everything, had to go back 2 days later with a different crew who was rude to me and I had to carry heavy boxes and got hurt. after going back & forth for almost 3 weeks after they told me they would make it right, they told me no refund of any kind, only $80 for my dresser and this is awful and needs to be made right.
$600.00 dollars and a new dresser which is worth more than $80 dollars, it goes to a matching set. and tv power button needs to be fixed because they didn't protect it. Also, they put outside boxes inside and inside linens, food clothes, etc in the garage, still cannot find several items, just awful!!! This is not right. When I had to carry a heavy box of meat I tripped and hurt my chin on a shovel handle and they laughed at me!
Contact Name and Title: Jordan ***** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ************@twomen.com
In Response to Case #XXXXXXXX
RE: Ms. Customer
I have a very good understanding of everything in regards to Ms. Customer Case. Ms. Customer was originally given an estimated time base on what she told us on the phone. Yes she is correct in saying that we showed up early for her move. We try very hard to always be early or on time to our customer's homes. However Ms. Customer at the time of us showing up could have asked us to come back later in which she did not. The crew upon arrival startled Ms. Customer and she started to get frazzled because she was unprepared to move. The crew immediately saw that and contacted management at the office letting them know the move was going to go over estimated time. The crew also informed Ms. Customer of the information and asked her to sign the revision section of our sales order. She provided the sales order in the more info received on 1-6-15. In that document you can see we had her sign it was going to take between 7 and 8 hours. We also had a member of management show up on 11-24-14 to her move and she explained to them that she was happy we showed up early so she was motivated to actually get the packing done. Ms. Customer date of move was 11-24-2014. Now Ms. Customer contacted us in regards to their still being items left at her home that did not get moved and the broken items on 11-25-2014. We then decided from a customer service standpoint to send out a crew to her house free of charge. So on 11-25-2014 I had Joe ***** our claims representative go out to her house to view the damage. He saw the dresser and the TV that were damaged. The dresser is made of Press-Board and unfortunately is irreparable. Our policy states that we will repair or replace at a depreciated value. The piece of furniture itself was old and deteriorating from the start. The dresser already had a broken leg to begin with according to the gentleman that was with her during the move. We made Ms. Customer an $80 offer for her dresser that was broken as that is what *************** told us the value of her piece was. We do not replace entire sets just what we damage. The TV we own and we know we broke the power button. We explained to Ms. Customer that we would need to pick the TV up to take it to a repair shop. She refused to allow us to take her TV to have it repaired. We tried for several weeks to take be able to pick the TV up. I currently spoke with Jay ********* our Move Manager and he has already put in a service ticket for a local repair company to contact Ms. Customer and set up a convenient time for her and them to get the TV power button taken care of. If Ms. Customer would have allowed us to take her TV to a shop it would already be back at her home completely repaired.
We pride ourselves here at Two Men and a Truck on our Core Values. Especially the Care and Grandma Rule. We like to show compassion to our customers and treat them how their grandma would be treated. I truly feel we lived up to our values in regards to Ms. Customer. I feel we did that by sending her a free crew for 4 hours of move time at no cost to her a $530 dollar value. We also made her an offer on her dresser for her to be able to put that money towards a new one. We have a repair company scheduled for her TV to be repaired. We pride ourselves on our integrity and I feel we have done so thus far with Ms. Customer. I would be happy to offer $200 for he dresser and fix her TV. We are however not going to be refunding Ms. Customer for any portion of her move as I already gave 4 free hours of moving to her on top of the 8.75 hours she paid for.
Should you have any questions or concerns please reach out to me at my office
Jordan ***** XXX-XXX-XXXX
Please forgive me for being so late in my response but urgent personal health matters got in the way. The reply from the moving company has left me speechless and is filled with total lies.
They say they like to arrive early, but I was given a 2 hour window of 12-2pm, they arrived at 8am. I was not totally ready as I had rest of my bedroom and closet to pack, that's it. When they arrived I did ask them why so early and they didn't know how to answer me. I've already noted all of this in my first complaint, via email. I have yet to be contacted for someone to come to my home to fix my TV. I did ask them to come back later and they said it would be better to do it earlier! No worries they told me. The 2nd so called move was only because I insisted on it as they didn't do it correctly the first time. Not my fault. Where do we go from here because I need someone to help me get this resolved. My TV needs to be fixed and I need reimbursement. Also, where they state the called their manager to tell them it would take them longer than they anticipated, that's not what they told me at all. They looked at everything and said 3 hours not a problem! Even their manager who delivered my wardrobe boxes a few days prior said the same thing.
They say they have a Grandma rule? Really? Would anyone watch their grandma carry out heavy boxes, which they should have been doing, then when my shoe broke and I fell on a shovel handle and bruised my jawbone, they laughed at me!
Let me hear from you please.
Final Consumer Response
Please know I have not yet received a check for $200.00 which was promised to me for the dresser this company completely broke nor have they fixed my tv, which they also broke. They did send a Sears Tech. out to my house, but Sears said I had to pay for it. Two Men & A Truck should have told Sears to send them the bill. This needs to resolved already, please.
Thank You for your prompt attention to this matter.
Final Business Response
I requested several times for Miss Customer to contact me directly to resolve this matter. She can call me direct on my cell phone at XXX-XXX-XXXX. She has never tried to reach out to us only contacts the BBB to help resolve the case. I sent her an e mail on January 29th as stated in my response to the BBB. I had never heard anything back from Miss Customer. I have no problem resolving this issue but why now 2 months later from the time I contacted her has Miss Customer waited to reach back out to the BBB and not responded yet to my original e mail I personally sent to her. I will be ataching a screenshot of the e mail I sent to her on January 29, 2015. Miss Customer is more then welcome to call me to resolve. I am not going to send Miss. Customer a check until she contacts me. Miss Customer has until April 2, 2015 to reach out to me personally to get this matter resolved. If I do not get a response from Miss Customer by that point their will be no more that I can do. Miss Customer continues to involve the BBB for her issue and waits months at a time to do so instead of reaching out to the me as I requested her to do via E-Mail. Once again my cell phone is ************ ************@twomen.com is my e mail whichever way she should prefer. I really hope she will reach out so I can personally resolve this ad we do not send Checks out without speaking to the customer. Thank you and have a great day