North Hill Auto Sales, LLC

We did agree and confirm to reimburse for a damage claim and settle for $The customers address was not confirmed when sending the settlement check and it was never forwarded to the correct addressThe customer has been contacted as of 08/11/and the address was confirmed and the check will be sent to the correct address

According to our records on the day of the move our movers pointed out prior damage to the mirror and address this with the customerThe customer has a copy of a release of liability where it states there was an agreement to prior damage to the mirror.Regarding the couch and chair neither of these damage claims were brought to our attention the day of the move nor was a damage report completedIn the state of Ohio customers have up to days to file a damage claim according to the PUCOThis customers move is dated August 22nd,

Our claims manager has reached out to this customer and left a voicemailWe are requesting photos of the mattresses that were damaged and would like to work out an opportunity to process this claim accordingly

Good Afternoon [redacted] , Thank you for your quick response I can certainly appreciate your frustration in dealing with an unreliable vendor and still not having your couch repaired and I apologize this process is not wrapped upI do see in our notes we tried to reach out to you last year regarding this process and I wish we were contacted at the main office to try and expedite the process for you once Dan was no longer employed with us According to our notes, I’m fairly confident that we made several attempts to contact you and check the status but did not receive a response so I’m not sure I feel we are responsible to re-open your claim That being said, as our customer, I would like to assist you with fixing your couch To fix a damage similar to your couch, using one of our local vendors, our cost would be approximately $ I would like to send you a reimbursement check that would allow you to repair your couch at your convenience and with no expensePlease confirm via email what address you would like me to mail you a settlement check for $ Thank you for your patience as we work to resolve your claim, Justin

We have reached out to Mr and Mrs [redacted] and had an appointment on 08/5/and reviewed the damage claims accordinglyOur claims manager is in the process of assigning a vender to complete the repairs

On behalf of Two Men A And Truck I would like to apologize if this was a less than excellent experienceWe have built our reputation in the community by listening to our customers and their feedback and working through this feedback to improve our business and train better employees.Unfortunately
we have a few concerns regarding this particular clientWe did inventory and check off items coming into and leaving our storage facility on both occasionsOnce we unloaded all of the items at the customers new location our truck was empty of all items listed on our inventory sheetWhen our office was contacted regarding the missing items we went directly to the warehouse to search our facility for anything that matched the missing items (Coach Cushions, File Cabinet)No items were discovered when searching the facilityAll of this was communicated to our client stating we have not found anything that was a matchAs this client stated in her correspondents the house was being refinished with paint and such so a few rooms were used as storageWe offered to come out to the home and rearrange the rooms/house free of charge and help search for the missing itemsOur offer was declinedWe find that while these items were in our care and custody we followed our procedures to ensure no items were left behind and all items were checked accordingly

We completed this move in January of to *** *** **The items were unloaded into a public storage unit and have been stored there over months as stated in the Revdex.com concernThe customer offered to load the storage units due to the large amount of boxes and the fact he was taller and could
stack the boxes higher in the unitAnytime we move a customer into a public storage facility we have our customers sign a waiver of liability due to the fact these items are now out of our care and custody, and this documentation was signed the day of the move (attached)

I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me

We have been in contact with this customer and did receive pictures and replacement priceWe have submitted a refund request to send a check as settlement for the damage claim

I have investigated the above concernsOur vender who is repairing the item was backed up a bit and the item took a bit longer to get repairedOne of our managers spoke to the vender and this particular customer this morning and the item will be repaired today and delivered back to the
customer todayI appreciate the feedback, sounds like we had a disconnect with communication

I copied a previous Revdex.com concern from back in OctoberI don't believe I ever really
put this one to rest with a correspondentsNot sure what this does after the fact but we did settle with this customer for $reimbursement as a settlementLike I said, not sure where it stands overall, just wanted to let the Revdex.com know. MESSAGE From Consumer:From: Debbie Tschofen [mailto:[email protected]] Sent: Sunday, October 18, 11:PMTo: Vickie EvansSubject: Fwd: Two men and a truck Hello,This is a follow up to complaint #10806560.We have contacted Steve, leaving him voicemails frequentlyI will forward a separate email showing their responseA canned response after which there has been no follow up.This was Labor Day weekend and they have done nothing to remedy or follow up with us. Please let me know what additional information you need or if close up photos would be better.Thank you,Debbie__________________________________________________From: Debbie Tschofen [mailto:[email protected]] Sent: Sunday, October 18, 11:PMTo: Vickie EvansSubject: Fwd: Rood - Mattress Damage - 35532 #- additional information.Continued information in reference to dispute #10806560Bryan (my husband) has not received any additional follow up, despite multiple follow up calls.Thank you,Debbie

We reached out to this customer on 11/25/and discussed a refund of $270.00, the customer was on a pre-pay phone and was rushed to get off of the phoneWe have reached out two other times since then as a follow up and have not been able to connect? We have stipulations based on number of days you have to file a claim and the time limit was overdueWe still decided to reach out and offer a settlement and still have not heard back?

Based on our estimating process this is our opportunity to gather details pertaining to customer contact information, address locations, and detailed questions of the items we will be moving. We finalize all of our estimates with a confirmation email sent to our customers with detailed information...

with a breakdown of expenses for our customers to review. In this case we emailed this particular customer 13 days prior to the service date for review. Stated in this email was the labor charge $204 per hour, service fee of $119, and a $150 charge for coverage of the items we would be moving.  We train our drivers to cover the information on the contract prior to the start of the service and will not proceed until the contract is agreed upon and signed. We have full communication with all of our drivers daily for this particular reason because we understand questions may arise. We were not informed prior to the start date of the service, or on the day of your service with concerns of the coverage charge.  We pride ourselves in communicating damage claims to our customers and repairing/or replacing items accordingly in a timely manner. We will utilize a professional opinion in most cases and then we can make decisions on a particular direction on a repair or replace scenario. If for any particular reason we cannot come to an agreement we participate and are happy to work through an arbitration process to agree on a middle ground that both parties can agree upon. We were in communication during the move process with our crew, post move after the damage was discovered, and several days after your service was completed.  All details were communicated with our vender, claims manager, and customer while working through the damage claim process.

According to our records on the day of the move our movers pointed out prior damage to the mirror and address this with the customer. The customer has a copy of a release of liability where it states there was an agreement to prior damage to the mirror.Regarding the couch and chair neither of...

these damage claims were brought to our attention the day of the move nor was a damage report completed. In the state of Ohio customers have up to 60 days to file a damage claim according to the PUCO. This customers move is dated August 22nd, 2015.

We did agree and confirm to reimburse for a damage claim and settle for $125.00. The customers address was not confirmed when sending the settlement check and it was never forwarded to the correct address. The customer has been contacted as of 08/11/15 and the address was confirmed and the check...

will be sent to the correct address.

We have reached out to Mr and Mrs [redacted] and had an appointment on 08/5/15 and reviewed the damage claims accordingly. Our claims manager is in the process of assigning a vender to complete the repairs.

We apologize for such poor response time, we do not conduct our business in this manner. We had an employee who was in charge of the processing of this refund for $75 and they are currently no longer with the company. As we sifted through open customer refunds this one in particular was...

not discovered. As soon as it was brought to our attention we filed a refund request for $75 and mailed the check on 6/12/15.
Sincerely,
[redacted] - General Manager

Good Afternoon [redacted], Thank you for your quick response.  I can certainly appreciate your frustration in dealing with an unreliable vendor and still not having your couch repaired and I apologize this process is not wrapped up. I do see in our notes we tried to reach out to you last...

year regarding this process and I wish we were contacted at the main office to try and expedite the process for you once Dan was no longer employed with us.  According to our notes, I’m fairly confident that we made several attempts to contact you and check the status but did not receive a response so I’m not sure I feel we are responsible to re-open your claim.  That being said, as our customer, I would like to assist you with fixing your couch.  To fix a damage similar to your couch, using one of our local vendors, our cost would be approximately $150.00.  I would like to send you a reimbursement check that would allow you to repair your couch at your convenience and with no expense. Please confirm via email what address you would like me to mail you a settlement check for $200.  Thank you for your patience as we work to resolve your claim, Justin

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Ms. [redacted] called the Revdex.com to inform us she is accepting the offer of $270.  She states she contacted the business by phone and left a message on voicemail.

I am very disappointed with the poor communication and customer service from Two Men and a Truck. I did not receive an offer for them to come out and to look if they hadn't answered my phone calls and spoke with me Christian I did speak to Steve he said it was Christians job.  Christian never ever returned my phone calls and had he returned my phone calls I believe we could have resolved everything. To this day my phone calls have not been returned so I reject this resolve and have decided to walk away from this a very dissatisfied customer.  My complaint will probably never be resolved when there is no accountability from their side ....no one ever offered to come to my home, if they had just returned my phone calls I believe we could have avoided all of this.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]