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Complaint Details
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Initial Complaint
10/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
We moved late summer 2021 (utilizing both the pack and move in services) into our new home. My wife and I are both working professionals who work from 7am and, frequently, do not return home until well after 8pm making unpacking a weekend chore at best (provided we aren't attending one of the various rescheduled weddings due to COVID). We finally got around to unpacking our large TV and it was destroyed in transit. When this was brought to *** *** *** * ******s attention we were informed that there is a 4 day grace period to report damages and there is nothing they can do for us. 4 DAYS?! I'll be lucky if we've completed unpacking in 6 months and this isn't like a piece of furniture that was chipped or scratched. This is an $700 TV that was completely destroyed. Very disappointed.Business response
10/19/2021
At Two Men and a Truck we take pride in protecting our customers belongings throughout the moving process. Unfortunately, given the nature of the business and despite our best efforts, damages can occasionally occur. Because of this we send out a pre-move letter to all customers explaining our damage repair process and outlining that customers have 96 hours from move date to report damages. This customer signed and agreed to these terms prior to their move date. Mr. ******* reported his TV damage 53 days after his move took place. This is well outside of the reporting window listed in the signed and agreed-to pre-move letter. Unfortunately, there is no way for us to know what happened with the TV during the 53 days after the move while it was no longer in our care, which is why his claim request was denied. At our Grand Rapids North location, we currently have a 99% customer satisfaction and referral rating and can proudly state this is not the experience that is typically provided.Customer response
10/20/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
They continue to quote "96 hours" to make it appear that is a lot of time. Its 4 days. As far as me taking "53 days" to report the damage, I'll take a page out of their playbook - it took me less than two months to discover the TV that they destroyed while I worked full time and unpacked a four bedroom house. I have engaged this firm in good faith on this matter and have now been accused of lying - the implied narrative that we broke the TV ourselves, although convenient for them, is factually inaccurate. They packed/moved the TV and it was destroyed by this firm. End of story.Business response
02/22/2022
Please see attached signed moving agreement. Right above the signature section the customer agreed to a reporting window of 96 hours for damages. We have no way of knowing what happened to the items after we left and this item was out of our care, custody, and control for months before this was reported, which is why we have a set reporting window that this customer agreed to. We value the experience of each of our customers and we strive for a positive outcome. That said, given the nature of the industry, occasionally damages do occur. This is why we set a reporting window of 96 hours and make that part of our terms when completing services. In this situation, the customer agreed to that reporting window then attempted to report a damage months beyond the agreed upon window. We're happy to be as flexible as possible, within reason. Months later is too far beyond the window to be considered reasonable.Customer response
02/22/2022
Complaint: ********
Instead of making this right this firm has chosen to insinuate my wife and I have lied about how our TV was broken and reference a 96 hour clause. It’s four days. Why continue to insult people’s intelligence by making it seem like a significant amount of time by quoting it in hours? “5,760 minutes is PLENTY of time to unpack a four bedroom house”. Laughable.
Best,
*****
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Contact Information
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | 8:00 AM - 2:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.