Denver mover responds to customer complaint

Denver mover responds to customer complaint

Moving disagreement

COMPLAINT: Jeanmarie Abrahamson, Arvanda, Colo.

"I paid Two Men and a Truck [in Golden, Colo.] to move me from a house to an apartment. They changed drivers on me without my permission. It was a nightmare. They took apart my desk, and when they delivered it, the replacement mover didn't know what was going on. They didn't put anything back together, and the mover wasn't able to communicate with me. They also complained about my stuff being heavy."

DESIRED RESOLUTION: "I want them to refund the $917 I paid them."

RESPONSE: Michael Gorski, customer service representative, Two Men and a Truck

"The member expected our movers to move an additional 200 boxes that were never mentioned to any Two Men and a Truck employee until they arrived. The member signed a revision to the estimate, which explained any additional charges. One of our movers had a personal emergency and had to leave, so we dispatched another mover in his place. This didn't result in any additional charges to our hourly rates, nor were there any additional costs charged to the customer.

"It's imperative customers relate their needs to us before and during their move. Unfortunately, she didn't request that our employees reassemble her desk or any other furniture. She dismissed the movers, which indicated the move was completed to her satisfaction. The member also signed a Consumer Advisement for Intrastate Household Moving form mandated by the state of Colorado. The signature indicates she understood the total estimate may vary. We don't feel a full refund is justified."

STATUS: Stalemate


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