ComplaintsforTwo Men And A Truck

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted out with Two Men and a Truck in *******. The movers did not protect my household goods and ruined my bed. They took it apart and were unable to put it back together when they arrived. The couch and bed are soiled because they were not wrapped appropriately. Many scratches on furniture and broken furniture. No custom Service with Management staff.They offered $70.00 reimbursement for a $3200.00 bed that cant be fixed.When I stated that I would be placing a hold on the credit card, they said they would send me to collections. Unprofessional business and management team. Completely dissatisfied with this company and the way they they took care of my new furniture. My wife and I are elderly and we have been put in A position to sleep on a mattress on the floor because of their incompetence and lack of suboptimal work.

  Business response

  10/03/2024

  We moved Mr. ******** on Sept 12th from *******,**, to ********, **.  Unfortunately we did have some damages.  We hate that and we want to make it right.  This many damages is certainly not the norm for us, but we take responsibility and want to handle Mr. ********* claim. 

  
  There were scuffs on a few pieces, some marks left on the caret, marring on barstools, and a damaged headboard/footboard.  Additionally there is a bed that we took apart but unfortunately due to its complexity, the movers were unable to put it back together at the new home in ********* 

  
  At the onset of the move, Mr. ******** opted for full value coverage for his goods with a $500 deductible.  This means he is responsible for the first $500 worth of repairs and we will cover anything that exceeds that ****.  We have quotes from vendors in ******** to repair everything except reassembly of the bed. The total for these repairs totals to $420.  So all of those repairs fall within the customers deductible.  That leaves only the reassembly of the bed remaining, and Mr. ******** will be responsible for the first $80 towards that repair to satisfy his deductible. 

  
  We promise basic disassembly and reassembly during a move.  The bed was clearly was beyond basic;however the movers did take it apart as it was necessary to do so to remove it from the home in *******. So we feel responsible to help ensure it is put back together. The bed is from Havertys so they came out to help with reassembly,but were unable to do so per the complexity of the bed.  However, they said due to that the warranty may apply to this situation.  Since we were not the purchaser of the bed (& therefore holder of the warranty), Havertys would not speak to us about your bed when we called.  So at this point we need Mr. ******** to first work with Havertys to see if his warranty applies here.  If it does, then his bed will be repaired without any further cost. 

  
  If it does not, then we will begin working towards finding a solution to repair the bed.  Trying to be proactive our general manager has offered to drive up himself with another team member to Mr. ********* new home and look at the bed to see if there is anything he can do as well as help him better understand the situation so we can best manage the claim if it comes to that.  We also have preemptively found some vendors that feel they can complete this repair if it comes to that. If that ended up being the case, then Mr. ******** would need to pay us the remaining balance on his deductible and we would use that plus our funds to pay for the repairs.
  Mr. ******** has not responded to our emails (attached here).  We need him to work with Havertys to see if this damage falls under his warranty and then respond to our emails and communicate his findings with us and grant us access to the bed as we have requested.  Were just waiting on him at this point.

  
  It appears he potentially misunderstood because were not trying to offer him $70 in exchange for his bed.  We know he has full value replacement so we intend to honor that.  But we do have the right to select if we repair or replace and at this point weve opted to pursue repairs (unless we find down the road its not possible).

  
  I see that hes looking for a $2500 billing adjustment but that simply isnt reasonable.  The bed will either bed repaired/replaced by Havertys with the warranty or we will handle the repair (which will cost substantially less than $2500). 
  The last time we spoke to him he did tell us he was going to do a chargeback so we informed him if he were to take away his payment for the move, then we would have to stop management of his claim until we received payment.  (Receiving payment before a claim is worked is detailed as part of his signed contract.)  We did tell him that we do take theft of services very seriously and would make every attempt to collect payment for the moving services he received.  This was to let him know that contacting the credit card company to reverse the payment was not an appropriate way to handle the claim and would cause more headache (on both ends). Im sorry if he took that as poor customer service/management, but we were simply letting him know the process if he were to take that route.
  
  Mr. ******** can respond here or to us directly.  We hope he does so we can close this claim for him!  We dont want him sleeping on the floor!!!!  Please know we want to help any way we can.  Weve assisted some customers through the warranty process with our makers before so if he needs us to try and help, wed be happy to do so. But we need his cooperation for that to work.  

  Customer response

  10/04/2024

   

  I have read the response from Two Men and a Truck that the BBB Bureau provided me. I did not receive the original emails from them because that company had the incorrect email address. They sent the the emails to ****************** my email address is ******************* so I did not receive them. In addition, I provided for my credit card company two documents. The 1st being a letter from **************** stating that the they could not put the bed back together and that it was damaged beyond repair. Further they stated that the bed had to be discarded and they picked it up as trash. 

  The 2nd document was the receipt that I paid for the bed for $3200.00 that I spent in May of '24. Being that the warranty was voided because a 3rd party ruined the bed by abuse, the bed was trashed. Two Men and A Truck do not have a valid response because 1) they were using the incorrect email to contact me, 2) there is no warranty on the bed because it was voided by them for abuse, 3) I should noy have to meet a deductible because their company did not adequately take care of the household goods that I paid them them to move.  

  Furthermore, my credit card company advised me to not respond ( even if I received communication) with the said company during my claim and they would be taking over the responsibility of my dispute. 

  Business response

  10/18/2024

  We got this response to the BBB at the same time *********** wrote to us directly.  I have attached that email thread here.  I was hoping we could work directly and come to a resolution and then we could update the BBB to our progress; however, Mr. ******** has not responded to our last correspondence.  So this claim is once again in a holding pattern waiting on him.

   

  Mr. ******** claimed there were additional damages that he hadnt turned in. When we asked him to tell us what those were and provide details, he said he had already turned in pictures of all the damages.  Since that was in direct conflict of what he originally reported, I asked for clarification reminding him we wanted to address any damages we may have caused, but he has not answered this.

  
  He forwarded on a letter from Havertys that they were unable to put the bed back together after we disassembled it.  We appreciate this but we need documentation that the warranty is not applicable.  He told us he was working on getting this documentation and would forward it along.  To date we have not received this.  

  
  As previously stated to the BBB we need this first before we can proceed further.  If it's too complex to be put back together by their own team, we're under the understanding that this may fall under the warranty.  Any bed should be able to be disassembled and reassembled and if this isn't possible, this should fall on the maker of the bed.  

  
  We also asked him for more information on the bed- like the model name or number.  He has not provided us any additional information either.

  
  At this point the ball is in his court and weve just been waiting for him to provide the requested information.

  
  We understand Mr. ******** has made it clear that he does not feel he should be bound to the terms of the contract and be asked to pay his deductible. He clearly does not want to pay for any of the damages. Were not sure why he feels entitled to this; he was clearly given the option to select full replacement value without a deductible but instead he opted and paid for a level of coverage that includes a $500 deductible. Had he selected the no deductible option, he would not have to pay anything out of pocket before our coverage takes over, but he did now. So he is responsible for paying the first $500 and well pay any and all costs that exceed that.  This is the way all deductibles for any type of valuation or insurance coverage works.  You cant change the deductible or the coverage amount once the contract is signed.  Both parties are held responsible to their end. 

  
  That all said, in an effort to get things moving and expedite the claim youll see in my last email we stated I understand your position on not waiting to having to pay your deductible.  I'm not asking you to pay anything at this point in time.  Let's get all the information on the bed and any other damages beyond the ones listed above, and then we'll determine next best steps. At this point, we're waiting to hear from you. But still we have yet to hear from him. 
  While weve been waiting on an answer, we did receive an invoice for the first of his repairs, this invoice falls under the $500 ***** Since we have not heard from Mr. ******** since 10/4, we were forced to inform the vendor that it would be Mr. ********* responsibility.  We will credit this expense towards his deductible.
  
  
  Today we received notification that Mr. ******** has done a chargeback disputing his payment. As we warned ***********, doing a chargeback puts him in breach of the contract as he is now committing theft of services.  Its very clearly outlined in the contract that payment must be received prior to the handling of any complaints, damages,or claims.  So at this point, we are forced to pause the management of the claim even if Mr. ******** was to respond to us until the issue of payment is resolved. We do have a signed contract of which we are following so we do plan to protest this chargeback and expect to win. 

  
  Once payment for the services rendered is secured, we will be open to reopening Mr. ********* damage claims. But we cannot do anything until that is done.  And then well need ongoing cooperation from him for us to manage it.  We cannot determine the proper compensation without more information.  And its completely inappropriate for him to simply ignore our requests and pursue it via different avenues.

  
  It's important to note that Mr. ******** also informed us that he took management of this claim into his own hands and disposed of the bed when Havertys was there.  We do find this strange as that was not what he told us at the time. I reminded him that we do have the right to manage his claim including making the choice to repair,replace or compensate.  We had vendors that felt it was repairable so disposing of the bed does not necessarily default him to replacement compensation. Of course this doesnt undo the damage, so we still want to work the claim but his actions do tie our hands more once we are actually able to resume movement on this claim. We are hopeful this was not factual and/or he was able to retrieve the bed.
  

   

  So currently, we are pursing  any and all action necessary to recoupe the rightful payment for the services he received. Once that is resolved, we will reactivate his claim and notify him of such.  But we cannot be expected to make any sort of payment on this claim until he provides us with the additional requested information.  Assuming he provides that,we will handle this claim as quickly as possible.  He can expect us to honor full replacement value but he must understand that we have the right to manage the claim and if items are repairable and/or covered under a warranty thats the avenue we will first explore. And once we have determined the proper course of action to close the claim, we will expect him to meet the deductible.  Were sorry if he regrets the valuation option he selected and its never our intention to have damages... but when they do happen we find its the most fair for all involved to default to and abide by the terms of the signed legal documents.

  
  

  Customer response

  10/19/2024

  Please see attached proposal dated 10-19-24 to ***** *******, owner of Two Men and a Truck. I strongly feel that a compromise of them paying for the $300. carpet/furniture cleaner bill that THEY contracted out to clean my soiled items from the move is fair without having to meet an additional $500.00. If this is agreeable in writing from them I will release the payment for the move and fix the other items that they damaged on my own. 

  It seems like a fair compromise for the trouble that my wife and I had to endure from this company. 

  Business response

  10/21/2024

  As previously stated, we must secure payment in full for the services received before we can resume management of the claim.  This process is set forth in the contract. The chargeback is still outstanding, so we currently do not have payment for the move & have not resolved this matter.

  That said, we are in receipt of Mr. ********** email & proposed settlement offer.  We were glad to hear that the warranty kicked in and Havertys is replacing the bed.  Also was pleased to hear the carpet & couch cleaning was done to Mr. ********** satisfaction.  So at this point we only have the small scratches on the few remaining pieces that Mr. ******** agrees are small & repairable. We have already gotten an estimate on the cost to repair these items and so closing out these final pieces should be quick and straightforward once we receive the funds back from the credit card company.  At that point we will respond to Mr. ********** offer and close out the claim.

  We have emailed Mr. ******** this response directly as well and are hopeful he will support our position with his credit card company so we can expedite payment and get back to settling the damage claim.

  Customer response

  10/21/2024

  My plan is to release payment today for the move performed by Two Men and a Truck 

  I had proposed that the business owner ( *****) pay the $300.00 cleaning for my couch and other soiled furniture in good faith. This work has already been completed.

  ***** will not commit to paying for this until the lift is released from the credit card company. My ask is that the $500.00 detectable be waived to due the reckless way my belongings were handled.

  Business response

  10/27/2024

  Mr. ******** informed us directly that he contacted his bank on Monday to remove the chargeback, but as of Sunday 10/27/24 the dispute is still open and funds had not been released.  So we filed our response to the credit card chargeback today as the response was due.  We are still waiting at this point for payment to be secured before we can resume the management of this claim.  That said, we are very close to a resolution so once this is resolved I expect the claim to be closed quickly.

   

  Also note the majority of Mr. ********** frustrations in this whole situation came from the bed.  ********* has now admitted this was a manufacturer error and is replacing it per his warranty.  At the end of the day, Mr. ******** only had a couple minor scuffs he's now no longer worried about and some dirt transferred to his carpet & couch.  There is intrinsic risk in moving and all things considered this level of claim does not indicate careless or non-professional handling and does not warrant such a long-lasting BBB claim.  At this point the only reason to keep the BBB claim open is to actually hold the customer accountable to ensure that he pays for the services he received.  It does not seem as though there was any reason for the claim to be managed in a public forum such as this at all, much less at this point so we respectfully ask that this claim be closed.

  Customer response

  10/27/2024

   
  Complaint: 22315370
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  Business response

  10/28/2024

  I'm not sure how to respond to the blank rejection from Mr. ********* Needing payment in full prior to management of any claims is per the legally binding contract Mr. ******** signed; this ruling/process was made by the federal government. He was advised multiple times that this would be next steps if he were to proceed with the chargeback. This process can take up to 2-4 weeks for the banks to complete.  We are on their time schedule at this point in time.  No further action can take place until we receive payment for services received. We will jump to action immediately once this happens; we are anxious to get this claim closed as well.

  Customer response

  10/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the movers on June 27th 2024 To move me from ******* to ************ They dropped my armoire down the staircase of my home and it split in half. After many attempts to contact ****** who handles damage claims, he will not respond to me with a resolution for my furniture that is ********* replace the armoire I would have to purchase a used one from **** and this bedroom collection has been discontinued. The cost for that is approximately $2,400.On top of that they damaged my 4 poster bed in several places. They pulled out the posts of the four poster bed and the bed posts are not made to be pulled apart. They also damaged my bed railing and we had to put a s**** in just to get it secure. The bed needs to be repaired by a furniture repair company.. Estimate to Repair &***** There are huge gashes in my restoration hardware chair. Estimate to repair$600. We are missing boxes that contain high dollar amount items as well. We are missing a Yeti cooler$250 and old master sterling silver 8 -4 piece place settings of flatware. To replace this is approximately $1,500.

  Business response

  09/09/2024

  Good morning, this customers' information does not match our records as our customer either by name, phone number, nor the date her moves took place. Can someone please provide a sales order number so we can try to understand. Also ****** was mentioned. We do not have anyone here by that name. Thanks. 

  Customer response

  09/09/2024

  Perhaps I have the wrong location.

  Which location is this two men and a truck?

  I am filing this in regards to two men and a truck located on presidential drive Atlanta Ga 

  My reference number is 

  590335675

  Business response

  09/21/2024

  We did move Ms. *** as she stated. We completed the move as commissioned moving all of her belongings from GA to FL.  She is also correct that  unfortunately, we did drop her armoire which resulted in substantial damage. She reported this claim and our claims manager did follow back up leaving a voicemail. However, we never connected with her and her claim became marked inactive in our system. We apologize if this caused her claim to fall between the cracks as that was never our intention. 
  
  
  We take full responsibility for any damage we have caused and acknowledge the armoire was completely our fault so we accept full liability. We have never refused to handle this claim. 
  
  
  After receiving this BBB claim we reactivated her claim and reached out to Ms. *** directly. We have offered her the maximum allotment available for her armoire per the terms of the contract and the coverage she selected for her goods. She had only reported the armoire to us but in good faith we also honored this damage in full giving her the maximium amount available. Then we did include some additional funds as a gesture of customer service given the level to which we failed to exceed her expectations. Given the delayed handling of this claim we have expedited her payment and she should receive it in the mail next week. 
  
  
  Since Ms. *** has provided pricing in this BBB claim and is requesting a full refund, its important to note that she was offered full value replacement coverage at the beginning of her move, but she waived this level of coverage and instead chose released value. This means her coverage allotment is determined by the weight of each damaged item, not by the repair and/or replacement values she provided. Released value entitles Ms. *** to 60 cents per ******** her request for a full refund of $7500 is denied.  
  
  
  Despite receiving text messages and pictures from Ms. *** this BBB claim is the first weve heard of the  additional items shes mentioned as damaged or missing. We only knew of the armoire until today. We have asked her directly for more information on each of these so we can handle the claims for these items per the proper protocol. Although we did compensate Ms. *** in full for the bed we cannot blindly honor all these other items. We must first review them and determine each items value if its found we were in fact responsible for the damage/loss. Again, we are not refusing to handle this claim. This is just the first weve heard of it and we must follow the standard process. 
  
  
  We appreciate the BBB forwarding along Ms. **** concerns. She never reached back out to the office directly to let us know of her concerns with the management of her claims, but were glad she found a way to report this so we can make it right and handle this fairly for her. Since we are not refusing to handle her claim and operating within the guidelines of the signed contract, we kindly request the BBB close this claim and allow us to resume handling it directly.
  
  
  As an added note of reassurance, our district area general manager is taking over this claim to ensure it is all handled fairly & quickly without additional delays. We also-via this response- are providing Ms. *** with the owners email address ************************** if she would prefer work with her instead of management. The owner is completely aware of her damage claim & this BBB claim and is happy to take over if Ms. *** would like to escalate her concerns. In the meantime, the general manager has already followed up with Ms. *** informing her of our position stated above. 
  
  
  Please let us know if you have any additional questions. Thank you. 

  Customer response

  09/22/2024

   
  Complaint: 22258225
  
  I am rejecting this response because:
  The company damaged my furniture and was supposed to contact me, but never did. I reached out to the office, and they referred me to ******. I left a message for him, and although he called back and left a voicemail, I missed the call. Since then, I have called him twice, left additional messages, and sent texts, but I have received a response after his initial voicemail.
  In their response to my claim. they claim to have contacted me after I filed the complaint, but my phone number and email address have not changed, and I have received no further communication from anyone at the company. This concerns me in their response because they are claiming they have communicated with me but they have not. This lack of communication can easily be verified through phone and email records.
  The response also mentioned what  my contract states, but I never received a copy of this. Please send me a copy, as I never received one, nor have I been reimbursed for anything. Additionally, the company claims they were unaware of other damaged items, which is because I had been referred to ****** who they said was in charge of damages,  ****** did not respond  to me. As mentioned in my original complaint, several items besides my armoire were damaged or are missing, including my four-poster bed, a Restoration Hardware chair, a missing Yeti cooler, and 8 place settings of  ***** Old Master Sterling Silver.

  The response said that someone from the company followed up with me on these items but no one from the company has followed up with me regarding these concerns. I kindly ask for immediate compensation for the missing and damaged items and request a copy of the contract I was never provided. 

  
  Sincerely,
  
  ***** ***

  Business response

  09/24/2024

  Attached are the 2 emails that Cam ******** has sent Ms. **** one sent 9.21.24 at 10:08AM and one sent 9.23.24 at 6:28PM. Not sure why/how she did not receive these if her email has not changed.  If we have the email wrong, please let us know.  But of course feel free to see the full response via this attachment as well.  
  
  Ms. *** was given a copy of her signed contract during her move.  But we've attached it here again for her convenience.  Valuation is covered on the 4th page of the move paperwork packet, but we've pull that out and attached a screenshot of that for added convenience.  You'll also see her signature of receipt in this screen grab.

  Again, I can certainly understand Ms. ***** frustration.  It's never our intention to have damages and per the reason previously described, her claim fell between the cracks in management.  We offer our sincere apologies for that, and that is why we have given the highest valuation possible and even accepted full liability of the bed sight unseen.  But we did complete the services in full and have now reactivated the claim.  We would like to handle all of the items discussed but we must review them per standard process and cannot offer blind compensation without doing so. 

  
  As you can see in the attached email, this claim is now being handled by the district area general manager.  It has been removed from ******** management.  As previously stated in both the previous BBB response and the email, we have also offered Ms. *** direct access to the owner to manage her claim if she'd prefer.  We are doing this because we understand she has experienced issues in the management of her claim and want to offer another option if she does not trust anyone on the management team.  We are the ones responding to this BBB claim as well, so if you had any lingering doubt if we'll response, our responses here should show you that you have our attention and we want to resolve this.

  
  Since we did complete the services in full, we cannot issue a full refund especially without any sort of validation.  We wouldn't even know what amount of coverage she has available for these items without some more information.  So the request for this is still denied. We have now processed the check for the armoire and bed and it is in the mail.  (Our accountant doesn't work on Saturday and it obviously takes time to be delivered via the **** so that's why she hasn't received this payment yet.) 

  
  We encourage Ms. *** to email *************************** or ************************ directly so we can manage your claim and get you compensation for any other items that were damaged or lost under our care.  And in the meantime, we again respectfully ask this claim is closed and we return to direct communication so we can handle this claim more effectively.

  Customer response

  09/26/2024

   
  Complaint: 22258225
  
  I am rejecting this response because:

  Complaint: 22258225
  
  I am rejecting this response because:
  I found an email in my spam folder from the company to try to resolve the issue. I will respond to the email to try to come to a resolution l, however, I am not accepting your standard $.60 for damages
  
  I have reviewed your offer and would like to provide the following response. Your contract stipulates a compensation of $0.60 per pound for missing or damaged items. However, this assumes that my move was handled with care and diligence. Unfortunately, the move was executed with gross negligence, rendering the contract terms invalid.
  The movers dropped my armoire down the stairs, causing it to break in half. In addition, they damaged the walls, which my neighbor and I had to repair immediately because I had sold the house and needed it to be move-in ready for the new owners.
  Further, the movers tore the posts off my four-poster bed. They stripped the nail holes in the bed frame, necessitating a re-drill in an improper location for reassembly. My YETI cooler, which measures approximately 21 x 16 x 15 inches and retails for $275, was packed by your team and is now missing. This item is too large to be misplaced easily.
  Additionally, an 8-piece place setting of ***** Old Master sterling silver is also missing. It was packed in a box that has now disappeared. These items are large and valuable and should not simply "go missing."
  My Restoration Hardware chair was damaged because it was not wrapped, and properly protected. My dining chairs 
  
  Sincerely,
  
  ***** ***

  Business response

  10/01/2024

  We're sorry that Ms. *** doesn't accept our response and feels as though we were negligent, but accidently dropping the armoire and damaging a couple other pieces does not represent negligence.  Damages is an unfortunate intrinsic risk with moving.  Additionally the contract actually does cover damages & lost items up to and including negligence, so even if that were true the terms of the contract would still be in effect. That said, asking for a level of coverage (full replacement value) that Ms. *** did not select (in fact she actually waived replacement value) nor did she pay for is unreasonable and not something we are going to be able to do.

  We have already mailed her a check for the armoire and bed.  The maximum coverage she had elected for those 2 items is $197.40 (185 lb armoire + 144 lb bed at 60 cents) but we gave her $261.  We did this as a gesture of customer service by electing to use the heaviest weight available for that type of item and using the entire piece when only pictures of 1 portion were supplied (bed).  This exceeds her available coverage by over 30% so we feel this is beyond fair.  
  Ms. *** did respond directly to our email providing a picture of her chair.  Despite seeing that it had been moved by someone else after we left it at a storage facility, we took full responsibility for this damage.  We want to use an abundance of caution and err on the side of Ms. *** where we can since we do realize we let her down in causing the damage and the initial handling of the claim.  This chair had $30 worth of coverage (50 lbs x 60 cents) but we nearly doubled it by increasing this to $50- again exceeding her actual allowance per customer service. We have informed her of this and the check is ready to be mailed tomorrow.

  
  We have no proof that the 2 missing items (cooler & silverware) were ever in our care, custody and control, much less if they went missing during this time.  The cooler is not on the inventory sheet.  Ms. *** confirmed everything was off of the truck and the move was complete to her satisfaction during her walk thru by initialing off on it (see pg one of previously provided contract) and nothing returned to our shop.  We cannot honor the loss of these items without additional information.  And even so they would not fall under replacement value- she opted during both the pack and move for released value (based on weight not value).  That said, we do care and want to find out what happened if she feels we're responsible, so we've encouraged her to file a police report.  We will fully cooperate with the authorities and make everyone available to them as needed. 

  
  The contract is still in effect and we have exceeded your limits of your coverage on every item we can confirm damage, so I know we are being fair.   I wish we could have reached a more mutually agreeable resolution, but giving you a level of coverage you did not select or pay for is simply unreasonable. Since we have already exceeded her max allotment, there is nothing more we can do at this time and are closing the claim.  We kindly request the BBB close it as well.  Email correspondence sent to Ms. *** today with further details attached.

  
  

  Customer response

  10/01/2024

   
  Complaint: 22258225
  
  I am rejecting this response because:
   
  I have moved so many times and this is not normal. You said these things happen, but that is not true or my experience with prior moves.
  The evidence of the movers gross negligence is apparent
  Your service is the worst I have ever experienced and i have moved over 20 times!. If my moved had been handled correctly this would not have happened, instead my items and damaged or have been stolen by your crew. This issue is not resolved. 

  
  
  
  

   

  Sincerely,
  
  ***** ***

  Business response

  10/01/2024

  We're sorry to see Ms. *** feels this way.  She is correct in saying we normally don't have damages of this caliber.  That doesn't make it negligent. Either way regardless of how Ms. *** feels about it now, she did select to waive full coverage and that is what we've used to handle the claim to completion.

  
  I realize she doesn't feel like this should apply to her, but may I remind the BBB that the coverage option is clearly detailed out and even repeats itself multiple times. It reads "OPTION TWO: WAIVER of Full (Replacement) Value Protection. This lower level of protection is provided at no additional cost beyond the base rate; however, it provides only minimal protection that is considerably less than the average value of household goods. Under this option, a claim for any article that may be lost, destroyed, or damaged while in your mover's custody will be settled based on the weight of the individual article multiplied by 60 cents. For example, the settlement for an audio component valued at $1,000 that weighs 10 pounds would be $6.00 (10 pounds times 60 cents). COMPLETE THIS PART ONLY if you wish to WAIVE the Full (Replacement) level of protection included in the higher cost estimate provided (above) for your shipment and instead select the LOWER Released Value of 60 cents per pound per article. I wish to release my shipment to a MAXIMUM VALUE of 60 cents per pound per article.  I acknowledge that for my shipment I have WAIVED the Full (Replacement) level of protection".  Ms. *** both signed and initialed this section and paid the lower cost estimate that includes the 60-cents option.  (Caps used above are in caps on the actual form as well.)

  
  I agree that 60 cents per pound per damaged item is a far cry from any sort of reliable coverage if damages are to happen.  The form actually acknowledges that this level of coverage will be "considerably less than the value." It's very clear that it will not turn into full value protection under any sort of circumstances. It's important to note this form is set forth and regulated by the government. We did not create this option; all moving companies use this form and follow these same formula.

  
  I can appreciate Ms. ***** frustration. I wish I could take back the damages completely, but we can't so we have to follow what we agreed upon when she commissioned our services. I wish there was a way to come to a mutually agreeable resolution, but it doesn't look like there is. At this point there's nothing else I can say or do within reason to win back Ms. ***** approval. We have already paid more than the maximum available for these items. 
  

  
  

  Customer response

  10/01/2024

   
  Complaint: 22258225
  
  I am rejecting this response because:

  I do not agree. Your gross negligence   and lack of regard for my property during my move is unacceptable Again, I have moved so many times and have never had items stolen and completely ruined. Your lack of regard for the way this move has been handled is astonishing. 
  Again, this is not resolved. I am  not satisfied with your response. . 

  
  Sincerely,
  
  ***** ***

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 3/4 I was moved into my new apartment. Upon move in, my stuff REEKED of tobacco. On top of that, 5(!) of my items were damaged. See images for details. They are offering me PENNIES on the dollar for repair. On top of that, they took an extra hour to move (@180 dollars an hour) to take the smoke breaks that made my pillows to smelly to sleep on. I just want my stuff repaired and the cost of the extra hours removed.

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked with estimate person, ***************************, out of the Smyrna location. We booked for July 31 back in June. Upon calling the week of the move to confirm, we realized that he had put us down for July 30, instead of July 31. We spent hours re-arranging things to move everything to Saturday, July 30. We also have twin 9 month old twins and had to rearrange nanny care. But, we re-arranged it to move everything to the July 30th time frame, since that is what ****** put us down for, despite us asking for July 31. At the time, I asked ****** to have a manager call me because we were not put down for the date we asked for. He never did. I was willing to let it go. But, come July 31, we waited until the designated time of arrival at 9 am. I called ******, and he told us that two moving trucks were in the process of being routed. 10 min later, we get a call from the manager of the Smyrna location, ******, saying they had no drivers for our move. We had to drive down to the smyrna location and get on the phone with the operations manager before movers were dispatched to our house, which didnt happen until 2:30 pm. 2:30 pm is when they started the move of our 4 bedroom, 3.5 bath house. They also only had one truck, resulting in two trips. The move was not completed until 2:30 am. We had to feed the poor moving crew because the company had these guys go from one job to another without break. We had to use our car for some of the move, because - on the second trip, they were running out of room in the one truck they had. Not to mention, Im fairly certain some of the licenses for these movers end at 10 pm. This is beyond unacceptable. I want a formal apology from ****** Bruford, and I expect a our moving costs to be refunded since my husband had to help with the move and use our car. Moving with twin infants is stressful enough. This created an entire day of chaos for my family. I expect infinitely better from a company that claims to be movers that care.

  Business response

  08/16/2022

  **************** did call us on June 21st to book a move with us. Her move was scheduled for July 30th as shown on her premove letter sent to her at 10:35:37 AM on 6/21/22. We're not sure where her confusion on the date came from as we are closed on Sundays so we don't even have available rates that day.  Either way, we were able to get back on the same page for a move to be completed on Saturday, July 30th.  As **************** states, did not have 2 crews first thing in the morning as booked, but we scrambled and were able to get one truck to come out onsight with 3 movers that same day and complete the move. We **** hourly for the services we provide- starting the clock when we arrive.  So we understand being late definitely caused her stress, but it did not cost **************** any money.

  Not only were we able to finish the move, it actually ended up saving **************** money.  The non-binding quote that we provided her was for up to $2720 estimating 6-8 hours using 2 trucks and 4 men.  Since her move was done with one less truck & man, her billable rate was considerably lower so although it did take longer, it came in under budget.  Per customer service (since we realized the added stress & frustrations this was causing) we sent a manager out to assist with part of the move and also gave her a time adjustment at **** out to account for 1 free hour of service so her final **** was $2320 ($400 less than her estimate that she booked under). 

  Since we provide an hourly service, we'll do as much or as little as you request on move day and only charge you for the time we are providing services.  **************** did chose to move some of his belongings in his personal vechile.  He did this out of his own free will. We did not ask or demand he do so.  I certainly understand why he did so given how late it was, but please understand he did not "have to" move them.  We appreciate her request for a refund per this but we cannot give a refund for the services we did not complete.  However, her husband doing this did in effect give them a credit towards the total moving cost; if we had moved these items it would have taken more time and therefore cost more money. 

  We did move her items from Smyrna to Marietta with our truck and man power.  We made multiple trips and charged her hourly for the services we provided- as stated on the contract.  Although being late and only having one truck didn't cost **************** anything extra, we did go ahead and discount her move as we are the "movers who care" and felt that was appropriate.  We feel that is a reasonable resolution, especially when we consider that we came in within estimate (estimated $2040-$2720; cost $2320).  We understand moving is stressful and can only imagine how young twins compounds that especially when the move runs so late, but it's simply not reasonable to expect a full refund and by effect not pay for over 10 hours of moving services you received. You requested your items moved on July 30th and we moved everything you told us to move on July 30am.  The request for a further refund was denied.

  We are truly sorry that we failed to exceed your expectations.  ****** is aware of this claim and sends his sincerely apologies as well as the rest of the team.  We're not exactly sure what else **************** wants in terms of an apology but we recognize move day did not go as planned and we were unable to demonstrate why we have a 98% referral rating to her.  We let her down, which is never our intention.  And we all are very sorry for this.  

   

  Customer response

  08/17/2022

   
  Complaint: 17649193
  
  I am rejecting this response because your movers asked my husband to use his truck. He did not offer this. One of your movers also mentioned he wasn't even licensed to move past 10 p.m./drive the truck past that time. Therefore, he wasn't even licensed to be working that late. The move was not completed on the 30th, it was completed on 31st since it took to 3 a.m. And, items were on the wrong floors, which means my husband and I were still moving items ourselves very well into the next week - despite boxes being clearly marked. I don't blame the movers. I blame poor management for making them go from one move to another without break. Not to mention, we had to pay to feed your movers because you did not adequately staff your appointments. All that being said, I am fine to close this claim because I have already requested and received a refund for the full amount from **************** because the service we paid for is not what was delivered. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damaged a 600 desk where 2 men and a truck said it was unrepairable and offer me 75. Damaged a tv stand and said I can get on off **** for 57..Damaged a 100 year old chest and no quote back yet saw the movers drop it on pavement and the back hing tore off.I paid for insurance coverage **** and the amount offered is a slap to the face. I want the fair value- especially since I paid for insurance.

  Business response

  06/28/2022

  ************** commissioned us to move her earlier this month.  Our damage rating is four times less than the national average, but damages do happen from time to time as there is intrinsic risk in moving.  When damages happen we follow a process to ensure the damages are move related and then follow the guidelines of the contract per the level of coverage elected by the customer on move day. Per the terms of the contract we have the right to manage the claim and chose whether we repair, replace or compensate. It's our goal to be fair and err on the side of customer service whenever possible. To ensure we are thorough and fair, we review each damage/item individually.  We have done that for ************** and provided her with our findings as well as a fair settlement offer.  We are aware that ************** is not pleased with out resolution but after reviewing it & making one final adjustment we do feel the compensation we are offering is fair per the damage incurred.  See details below.

   

  Her wooden chest was damaged where the hinge was ripped off on one side.  We agree it is move related damage. A wood repair vendor has confirmed it is repairable per the pictures ************** provided and quoted us $195 to repair it.  So we agreed to give ************** $195 for this item.

   

  The stand for her TV was broken.  ******* was not on her inventory sheet as an item we moved, but in the spirit of customer service, we have accepted & honored this claim. She indicated she purchased a generic brand stand from Walmart.  They no longer carry this exact stand but they offer many other similar ones for $35-$55. We also found the exact stand on **** for $57.37 (including shipping). So in an effort to give her the *** available compensation, we honored this highest price. 

   

  There is also damage to the top of a desk.  This piece was stretch wrapped prior to our arrival so we never saw the condition of the desk top prior or directly after moving it, so we're not sure if we caused this damage but again per customer service we went ahead and honored this claim.  The manufacturer sells this desktop and has provided us a quote of $209.44 (includes tax & freight shipping directly to her new home).  

   

  ************** elected full replacement valuation for her level of coverage on her move with a $250 deductible. Meaning she is responsible for the first $250 worth of damages and we are responsible for anything over that amount.  The damage repair/replacements as listed above total $461.81 ($195 + $57.31 + $209.44).   So once you account for the $250 deductible, this leaves a settlement amount of $211.81 that we (TWO MEN AND A TRUCK) owe **************, which is what we have provided her as our final offer.

   

  We've covered the cost of the exact items when possible and the full cost of the repairs from a 3rd party professional on the chest.  Despite that ************** has said she does not accept this and has asked for anywhere from $2000-$750. Given our research these requested amounts are simply not grounded in fact and therefore reasonable so we cannot honor them.  We're terribly sorry that ************** isn't satisfied with the resolution and felt it necessary to come to the BBB but we do stand behind our offer as representing fair value and following the contract so there is nothing more we can do.  Despite the fact that she's told us she will not accept this amount, it is important to us to cover our portion so we have already started processing this settlement check and it should arrive to ************** via **** within **** business days.  

   

  We have informed her today (6/28/22) that this is our final position and would also be our response to the BBB.  We respectfully ask that you close this BBB claim as we have handled her damages per the contract, in places extending customer service on her behalf, and at a fair value level.  This is per the contract she signed and valuation level she selected.  She is not due any additional monies.

  Customer response

  06/29/2022

   
  Complaint: 17467878
  
  I am rejecting this response because:
  

  As stated several times in email- this is a 600 standing desk and a ***************************************************************************************** ********** nor does it even cover what paid to have insurance in the first place!

  The fact that you tried to go to Uline and were able to get personal data (order number- not mine but still) is shocking shade for a business. 
  

  Your men slammed my chest down with no respect, you have continually tried to offer low quality replacements, and wont honor the true value of my items. As stated in my last email 750 was the cost to repair and transport my chest, new tv stand, and shipping for a desk. At this time - since its so hard to get the value I am going back to the $1100 and Ill buy a tv stand on my own. 

  you treat your customers very rude and its disappointing I have to go this route.
  
  Sincerely,
  
  *************************

  Customer response

  07/14/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .17467878, , and find that Mediation is necessary.

  Regards,

  *************************

  Business response

  08/04/2022

  Im happy to participate in mediation if needed to help ************** understand our position better and to further explain it as necessary to the BBB.  We are not refusing to honor true value of her items or offer low quality replacements.  Were offering to repair the piece thats repairable and fully replace the pieces that are not with the same items from the original vendors.  
  
  A couple things to note:
  -************** continues to mention the age of the chest. 
      -This is irrelevant; that does not factor into the ability to repair it. 
      -It is repairable and we have a 3rd party vendor that has quoted us $195 in *******. We have used this vendor before and can attest he does outstanding work and only agrees to quote a repair if it is in fact repairable.
      -******* repair costs are higher than Huntsville but were willing to cover the higher cost which should more than cover the price of gas for transport.
  She also continues to mention that we slammed the chest down with no respect and that our repair cost doesnt cover the cost of the valuation she paid. 
      -These are also irrelevant. 
      -We are accepting full liability on this piece.
      -And we determine settlement per the cost of the repair or replacement- her cost of valuation does not factor into determining repair cost.
  We contacted U-line because she told us that was where her damaged desk was originally purchased.  We saw that desk comes unassembled so we wanted to see if we could replace the piece that was damaged and the cost. They do sell it and weve covered that cost in full including shipping directly to her.  Since the desk top is the only piece damaged and it can be replaced in full, there is no need to purchase an entire desk. 
      -This is not low quality replacement; this is the exact same desk top. 
      -If shes upset they gave us an order number, she needs to follow up with them.
  ************** admitted herself that the ** stand was a generic 1-arm stand from *******.  We have gone directly to ******* and see they offer a number of stands like hers ranging from $30-$50.  We have honored the highest pricing. 
  
  ************** has not provided us or the BBB with any documentation for a cost of $750 for repair or why she feels she deserves $1100. This simply put is unreasonable when we have provided her with the documentation showing that everything can be covered with our settlement offer of $461.81.
  
  Please also note per the contract we have the right to manage the claim as well as select if we chose to repair, replace or compensate.  So we do have the ultimate say on these matters pending we are being fair which we are confident we are.
  
  All of that said, in an effort to close this claim we will increase our final offer rounding up to an even $500.  But we will not be increasing our offer any more than that during mediation.
  
  Attached to this response is a copy of her bill of lading that includes her valuation selection as well as documentation to support our settlement amount.

   

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩