ComplaintsforTwo Men and A Truck

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 16, 2024 two men in a truck move my furnitures and damage it, they damage my dress, my headboard and frame on my adjustable bed. The fabric on the adjustable bed is ripped and the power cord is missing. I paid insurance, but they refused to pay for the damage to the furniture.

  Business response

  09/25/2024

  Hi ******, we have attempted to contact you through your attorney several times and your attorney has not gotten back to us... When would be a good time to speak? Please contact me via email to come to a resolution. **********************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Incident: June 1, 2023 Nature of Complaint: Failure to honor insurance ************ of communication.Details:On June 1st, we purchased insurance through Two Men and a Truck for our move. During the move, their movers caused extensive damage to our belongings and property.We contacted General Manager *************************, who assured us of reimbursement. We provided pictures, and after follow-ups, he gave an estimate. We chose to have our furniture repaired by their vendor, as suggested.Despite assurances, the vendor never contacted us. We tried reaching **** for weeks, but he became unresponsive.Specific Issues:Breach of contract: Failure to reimburse or facilitate repairs.Lack of communication: Leaving us uninformed about our claim.Unresponsive management: ****'s unresponsiveness shows disregard for customer service.Desired Resolution:Immediate reimbursement as per the estimate.Alternatively, arrange for repairs immediately. Or, a full refund of all services. Formal apology for the inconvenience caused.Additional Notes:We have all supporting documentation. Please contact for evidence as the BBB portal does not accept the file sizes. We urge the BBB to investigate and ensure Two Men and a Truck fulfills its obligations.

  Business response

  08/30/2024

  Hi, I apologize you have concerns with a recent move. Can you please pass along the Sales Order # and/or the name the job was booked under?

  Customer response

  09/11/2024

  Complaint: 22167278
  
  I am rejecting this response because: The sales order # is 0287-000134426 and the name the job was booked under is ******* ******. I have attached a copy of the sales order. 
  
  Sincerely,
  
  Jazz Ott 

  Business response

  09/26/2024

  Hi, thank you for the additional information. ***** ***** from our office tried reaching and also sent an email to assist with the claim. Please reach out at your convenience so that we can take next steps. 

  ***** *****

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

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

  Customer response

  10/04/2024

   
  Complaint: 22167278
  
  I am rejecting this response because: Please keep this complaint open. I received a voicemail and email from *****, but he has not returned my call or my email.
  
  Sincerely,
  
  Jazz ***

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/1/2023 we moved 2 miles north to a new apartment. 5/3/2023 we noticed our sofa severely damaged and two TVs didn't turn on out of 5 moved. 5/7/2023 ******* took my call at ********** option 3 and said they would send someone to pick up damaged stuff. 5/10/2023 they picked up stuff the whole sectional and two tv's were taken to get repaired.5/25/2023 Spoke to ****** at ********** option 3 who said he would call me back with resolution. HAVE NOT GOTTEN A CALL OR EMAIL BACK.Called corporate they said they would ask for resolution, crickets. Sent emails attached nothing. This is by far the WORST MOVING EXPERIENCE OF MY LIFE WHERE IS MY STUFF OR BUY ME NEW STUFF??????????????????????????????

  Business response

  06/06/2023

  We often get complaints that did not occur in our office.  We are located in **************, **.  This was a local move which took place in *******.  So sorry this customer had an unpleasant experience.  

  Business response

  09/06/2023

  ******,

  I show in our records that we have a cash settlement to your satisfaction and your claim has been settled. If you have any further issues please reach out as I would like to discuss.

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

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

  Ext. 128

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

  Franchisee

  TWO MEN AND A TRUCK

  Services: Moving, Junk Removal, Storage

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi my name is nefertiti lakes I had a move on March 18 that took over 8 hours and they only had to move 3 bedrooms and a dining room table talk with ******* and he said they were gonna credit me $188 in 2 to 5 days called my bank and they told me they were trying to deduct $188 from my account called him back and he then said I had a balance and I ask why didn't you tell me that before he said he didn't know first of all my move was estimated to be 31/2 to 4 hours and they didn't have power tools and they broke my door and I'm still waiting for ***** to get back to me today and it's past 10 o'clock And one of the guys were saying his hand hurts so they switched and he had started trying to get the bed apart now theyre not answering my text or my calls

  Business response

  04/10/2023

  To whom it may concern:

  We spoke with ********* several times on move day and the days following. She had a very difficult bunk bed to disassemble. As we mention on every call we do not bring power tools to any move. We bring a very standard set of tools for minor disassembly and reassembly. 

  We allowed a 45 minute time deduction from her move on move day out of customer service understanding that it did take some time to disassemble this bed. Following that customer service refund on 3/18/2023 we spoke to the customer again on 3/21/2023 and informed the customer that she still owed $188 to finalize the amount owed from move day. This included the already issued time deduction. On 3/23/2023 the card provided for payment was still being declined for the additional $188 owed for services. We met shortly after this and decided as a team to issue the additional $188 as a refund bringing the customers file to current. There is not additional "refund" being submitted to her credit card as she had an outstanding balance of the $188 prior to the secondary refund. 

  Any questions please reach out. 

  *********************;

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

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two Men and A Truck were to move my belongings from ************* to *******************. On July 30, 2022 the crew arrived in one truck. The head of the crew, ******* walked through the apartment. I pointed out boxes that were marked Fragile and should be handled with extra care. ******* asked for my key and asked me to leave. ******* next called and said he locked up my apartment and to meet him at the house. Two trucks arrived; one was parked in front and the other blocks away. When I inquired about going back to ***************************** told me that since we were already at the house, I could instead inspect the truck. ******* informed that he needed my signature. I inquired about the other truck parked away from the house. ******* stated that everything had been moved. So, I signed and then paid $1977.50. As the movers were leaving, I noticed items were missing. ******* said the items were in the basement. Later, I realized that ******* never returned my key. I called and requested he return it. He refused. He also told me that he left dozens of items in the apartment and he would only move them for an additional fee and if I got my own moving truck. I got off the phone with him to attempt to rent a moving truck. ******* informed that he would charge me $800 to move the items. I told him I could not pay that amount and to return the key at 7am. The next morning, I got the key. When we arrived upstairs to the unit, all 3 doors to the unit were unlocked and propped open. Six furniture items were left in the apartment. The items were broken and damaged. I returned to *************************** and checked the basement. Many of the boxes marked FRAGILE were dented. The items in the boxes, unique mementos, were broken. THE ***** COST OF THE DAMAGED ITEMS is $3,644.00. I looked for the missing items that ******* said were in the basement. They were not found and not among the damaged items left in the apartment. THE ***** COST OF THE MISSING ITEMS is $7,851.15.

  Business response

  09/06/2023

  ********,
   
  We show that all necessary claims have been settled with you from your most recent move with us. Our vendor has completed repairs to your satisfaction.
   
  We are sorry to hear that vandalism and/or theft occurred at your old residence in the days after your move. We are unsure as to why you think we are liable for this act but assure you our men returned directly to our office with an empty truck. As we mentioned before, we encourage you to file a police report and hope that you find who is responsible.
   
  *********************
  ************
  Ext. 128

  Customer response

  09/07/2023

   
  Complaint: 18551494
  
  I am rejecting this response because: your movers are liable because they left the property unlocked and with doors open leading to theft. They also damaged at least a dozen boxes worth of family heirlooms that were not repaired nor compensated for.
  
  Sincerely,
  
  *********************************

  Business response

  09/08/2023

  As we explained before; it is not our responsibility to lock your doors. Again, I strongly suggest you file a police report. 

  Customer response

  09/11/2023

   
  Complaint: 18551494
  
  I am rejecting this response because:
  
  Your employees took my keys preventing me from locking the doors. They also assured me they would lock the doors and did not. They are responsible for the theft.

  They also damaged heirlooms which were not repaired nor was I compensated for.

  Sincerely,
  
  *********************************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday, November 25, 2022 I reached out to Two Men and a truck and received a quote for the move of my 2 bedroom condo. Through discussion with an employee named ******, I came to the conclusion that I needed 4 movers instead of 2 solely for my piano. ****** assured me the rates at this company were not based on how much is being moved but the length of time it took the movers. Through discussion, it was clarified that as a customer, I should disclose any and all items being moved for the benefit and preparation of the movers but not the accuracy of the price. On that same phone call, I gave both my payment and contact information to reserve 4 men and 1 truck on Monday November, 28, 2022 with the price totaling $750 for 2 hours and 45 minutes or $894 for 3.5 hours. I received an email from Two men and a truck that only stated that the company, received information, but did not confirm the rates discussed on the phone call.Monday November 28, at 7am I reached back out to Two men and a truck and spoke with a different employee. That employee assured me that my rates would not change if I rescheduled my move for Thursday December 1st. I was given verbal confirmation of the changed appointment and no other information was changed. Tuesday November 29th, ****** called me from the same number and apologized before telling me he quoted me for 2 men and the rate for 4 men to do the moving job was estimated at $1400. I asked to speak with a supervisor, whose name was **** and I was told there was nothing the company could change for misinforming me and if I couldnt afford the new quote, Two men and a truck can recommend a different moving company.

  Business response

  11/30/2022

  Good afternoon - We have spoken with ******** at length regarding the changes on her move. Initially we weren't moving a piano, then it was a baby grand piano finally settling on an upright piano and other items. During this process our rates did not update when we adjusted the amount of men that were supposed to be on her move. When we became aware of the issue we immediately contacted ******** however her voicemail box is full and we could not leave a voicemail. We attempted several times to reach her with no response until she had to reschedule her move. 

  Once we were able to get in touch with ******** it was explained to her that our rates are published with the state and as much as we would like to work with her we could not discount her move. 

  At this point I have informed ******** that it would be best for her to find another mover with rates and service that fit her needs. We have cancelled her from our schedule and wish her the best. 

  Please let me know if you have additional questions. 

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

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

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is horrible. Overcharges you after you are committed. You suppose to move out and you have no choice but to finish the job with them.

  Business response

  03/01/2022

  The customer was given an estimate over the phone of 2-4 hours plus the flat rate travel charge. When we arrived on site the customer had added items to which we told them moving these additional items may require more time to move them. Our Driver at this point provided a revision of estimate in the time amopunt of 4-6 hours due to the addition of 50 more items, the customer did not want to sign this and became upset, to which we notified him of his options ( Not taking the items that were added on move day, Taking all of the added items with a signed copy of our revision, ETC.). None of this was actually needed as the crew was able to preform the move in the top end of his original estimate that was provided to him over the phone of 4 hours. Because our management team and our movers explained these processes and option to the customer prior to beging the move as well as preforming the job within his originally estimated time we will not be issuing any type of a refund. Please let me know if there are any questions or supported documents needed.

  Customer response

  03/04/2022

   
  Complaint: 16817243
  
  I am rejecting this response because: I reject this this response because of the final ****. I was quoted roughly ****** and I just recieved a **** of *******. I reject it also because no one called me to ask any questions from BBB. Every call is recorded with the company any no one asked me what happened or who I can contact if I disagree with this response. 
  

  How can a company simply gave an open ended amount of service?

  Everything I complained about was not explained to me prior to them showing up and I had no choice but to hire them because I had to go with them because I had to be out of my place that day. Its not amount but how nothing was explained prior to services. At the last minute, all the fees were applied. 
  Sincerely,
  
  *************************

  Business response

  09/06/2023

  ******************,

   

  While I understand you had issues with your move experience you have not reached back out to our team like they have requested to go through your list of concerns.

   

  According to my notes, our services were explained to you at length by both our sales team and our management team. We currently show an outstanding balance of more than $1,900 and have paid $0.00 toward your balance. We hope to hear from you soon as our next step for recourse will be to submit your information to the necessary credit bureaus and file small claims court as all services requested were rendered.

   

  Please reach out at your convenience.

   

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

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

  Ext. 128

   

   

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

  Franchisee

   

  TWO MEN AND A TRUCK

  Services: Moving, Junk Removal, Storage

   

  *******, **

  ILLCC 173570

  P: *********************

   

  

   

*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. ↩