ComplaintsforTwo Men and a Truck Calgary North

• Initial Complaint

  11/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In July, I hired Two Men & a Truck for a residential move on Aug 31, 2024. The move was less than 15 km between the 2 addresses. I sent a deposit of $160. via e-transfer. On Aug 30th, they demanded a credit card number. I did not give one but sent another $900 via e-transfer thinking the $1,060. should cover the cost of the move. Come Aug 31, they were hired for 9 am but arrived at 12:30 pm. I noticed they were not treating my possessions with care and had to ask them to do so. They were very rude. Because they were late, I had to leave for the new address to meet the cable guy between 2-4 pm. I left my husband in charge at the old address. At 3:16 pm, they arrived at the new place but would not start unloading until I sent them more money or provided a credit card. They held my belongings hostage until I sent another $500. I felt I had no choice and sent the $500.00. They damaged my sofa, (a mover and I both have a pic of it). I only rec'd 5 out of the 8 legs they removed, broke my jewelry box and lost a diamond stud earring. All of my wood furniture pieces have deep scratches that were not there before. My bed frame and sofa have grease smears on the fabric. Then I found out the movers left a whole truck load behind at the old place. The website/representative said it would be a stress free move. It wasn't. The website said the movers were well trained and would arrive in uniform. They were neither. The website said they would treat me like their grandma. I really hope not. I was treated very poorly. I sent them an email stating such & expected an apology and/or an offer for damages or perhaps a refund. I did not get one. What I did get was a revised invoice saying I owe them more money and said the sofa legs were delivered. Attached is the revised invoice. They say I owe them another $102.60. The movers worked for 6.5 hrs. I was charged 8. The fuel has no rate. $71.43 for 15 km? I have more to say but out of characters.

  Customer response

  11/09/2024

  I made a mistake. The distance between the two points was only 4.8 km away vs 15. The 15 is the minutes from one point to another. What I want is for them to remove the Grandma **** from the website as this is a big lie. I want the hours dropped from 8 to 6.5 on the invoice. I want to be reimbursed for the missing earring and legs from the sofa. And I want an apology for the so called stress free move! And I never want another person to have to experience this.; especially when they held my belongings hostage.

  Business response

  12/09/2024

  we are already in discussions with the customer with a view to resolving this quickly

  Business response

  12/09/2024

  We are in touch with tthe customer to resolve the issue

  Customer response

  12/09/2024

  Hi, So their message is that they are resolving with me directly? I have not heard from them at all except for the invoice I sent you. FYI, I have photos for everything I stated. One of the movers has the same photo of the sofa. They also left the new place at 7:35 pm.  Plus the time they sat in the truck holding my belongings hostage. I do not owe them 8 hours of work. BBB, can you call me? Thank you.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On April 9, Two Men and a Truck moved our items into our new home and in doing so caused damage to some items. They tore a hole in our leather pull out sofa and ripped our king size mattress from one end to the other, along with putting many holes in our walls. They took payment from my credit card without sending me an invoice or asking for permission to do so. It took over a week to hear back from them regarding damage made. The manager has called me once, even though we asked for another week to have someone contact us. The conversation ended with no satisfaction. I have attempted to contact the company multiple times again by email and phone and no one has responded to me. Im still waiting for my invoice for April 9 as well. We want a resolution and its hard to get one when no one will call you back.

• Initial Complaint

  19/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jan. 13/2024. $160.00 A moving date for the 1st. of Feburary. I concelled it because I found some one else. They keep telling me that refunded me back my money but they keep lieing about it. I did not get a order number or tracking number. I just looked up moving companys and they were a 5 Star.

• Initial Complaint

  06/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The government (AISH) paid for the move and I moved into the above address on the 27th of October, 2023. During the move two items of my property was damaged. One was my six drawer dresser (cedar) was dropped off the dolly in the hallway. I began watching him and he was grating the bottom and side between the dolly and floor causing the side to be chipped and the bottom splintered. This past Sunday I had my internet and tv setup and I noticed the top of my tv was smashed causing a line to appear across the screen. I have tried to contact the company via email and telephone to no avail.

  Business response

  07/12/2023

  Customer issue has been fully resolved

  Business response

  07/12/2023

  Customer issue fully resolved

  Customer response

  07/12/2023

   
  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

  24/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summary: the moving company decided not to pay for damages incurred during the move even after promising to do it and encouraging me to do the repairs which I did.The Calgary ****** of *** Men and a Truck did moving services for us for a move on Oct 2, 2022 from ***********************, Calgary, ******* to **** *************** Calgary, *******. During the move, a heavy item got out of control of the movers for a bit and there was some damage done to a wooden step outside the front garage during the move. Some pieces of wood got chipped off of the step.I emailed the company to report this issue on October 6, 2022 with details and pictures. After a follow up they responded on October 17, 2022 and told me to get a quote. In the rest of the conversation they encouraged me to go ahead with the repair. I incurred a repair cost of $494 CAD and expected to be reimbursed for all of it. This does not count an additional ~$55 in deposits I paid for the repair to the repair company.The repair took a long time to complete because the paint job required warm weather so we had to wait until summer. They knew this and still encouraged me to go ahead. When the repair was done and I sent them the quotes, they first said they can only pay for part of it, and then later said they will not pay for any of it, and they accused me of not notifying them properly which is not the case as is evident in the email conversation.Their refusal to pay also means that they also were not properly insured because otherwise they should have no problem paying for these damages from their insurance. In either case, I expect to be reimbursed for the amount of $494 indicated in the repair receipts.

  Business response

  04/11/2023

  We had explained our repair policy to the customer but he proceeded to repair the damaged wooden outdoor stairs at a cost more than 3 times what was originally quoted. He informed us of this one year after the damage occurred. This was explained to him as not being in compliance with our damage repair policy

  Customer response

  06/11/2023

   
  Complaint: 20777415
  
  I logged in here to accept the response because we had verbally agreed on a resolution on the phone where they would partially reimburse me for the damages. But after seeing the business's message on BBB, I am rejecting this response because it is making false accusations and making it seem like my complaint was not legitimate:

  "We had explained our repair policy to the customer but he proceeded to repair the damaged wooden outdoor stairs at a cost more than 3 times what was originally quoted. He informed us of this one year after the damage occurred. This was explained to him as not being in compliance with our damage repair policy"

  If the damage repair policy is referring to this link: ************************************************************ then it does not say anything about this situation and they did not inform me of any other policy.
  
  The fact that the quote was 3x the first supplier's quote was not in my control. I cannot control how much the contractor ends up charging. The fact that it took 1 year to complete was not in my control as the repair was an outdoor repair and could not be done in poor weather conditions. The business knew both of these things and they encouraged me to continue with the repairs. They failed to run my claim through proper processes for insurance, and now have to pay me out of pocket due to their own decision to not file an insurance claim and follow proper processes for insurance claims. That is why they are so reluctant to pay for my damages because otherwise it should be paid by insurance.

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

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After receiving a quote from Two Men and a Truck, I paid a deposit and hired them to move my belongings on *** *** ****. The main cause for my dispute is that they over-charged me ********  I owed the company ******* but they charged my credit card ******** I have contacted the company several times since then and I am always told that 'someone will call me back.'On top of the over-charge, the move was extremely unprofessional, they were 30 minutes late, they were rude when I asked them to remove or cover their dirty shoes. Surprisingly, they didn't have any tools so any furniture (ikea beds) that needed to bed disassembled they refused to take, without tools they couldn't remove the legs from couches so I unpacked my screwdriver and had to do it myself while they stood and watched me struggle to take things apart. They dropped a tv stand and would not fix the drawers.

  Business response

  01/07/2023

  We will contact this customer directly to resolve this issue

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moving company did not provide adequate service, and charged my card for more than agreed upon****** *****, we hired this company to move our belongings out of our apartment and into our new house. They arrived 2 hours late. The left the apartment without notice, with our security access fob for the building, all access doors open to the back alleyway, and there were our belongings ******* * ***** as well as their tape/rolls/etc left in our hallway on 29th floor. No one told us the left. They also did not pack up all our belongings-they left a 6' shelf, floor lamp, part of our king bed and several boxes behind. They arrived 1.5hrs later at the new house (the commute on ****** is only 25min drive), and claimed they "finished at the apartment" even though we were about to call the police to file theft; we had no idea where they went.They refused to go back for our remaining belongings. They told me their manager, ***, would call us first thing in the morning *** **** to arrange another truck to get the remainder of our things. they didn't finish the job, so we didn't sign their paper after the move.***** **: they did not call. We tried to call them, and no one answered. We frantically found ourselves a new mover/truck a* ** ****** ** ** *** ** *** ******* ** ***** ** ****** ** *** **** *** ********** ***** **** ** ****** *** *** ************ **** **** ****** we finished the job ourself**** *: *** called me and asked what price would be fair to pay given how upset we were with their service. I said we wanted **** off the bill to cover what we lost in apt damage deposit. he said he'd call back to confirm if he could do this but never did.*** *: this company charged ** **** ***** without my consent. We never agreed on a price. *** never called me back. *** *: we still have not been able to contact the company or *** via text, call or email. we have tried multiple times.We want a billing adjustment, and explanation of fees as we never received a receipt either.

  Business response

  07/06/2023

  We will reach this customer directly to resolve this issue

• Initial Complaint

  31/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked Two Men and a Truck for a move October 3, 2022 and am still living the nightmare of that decision as of October 29th 2022. My move was to take 1 day, however, they could not finish and had two come back the next day charging me a second and third time. They took my credit card information and kept using it to the point that my credit card company called me to ask if the charges were legitimate. The first was for $2000.00, the second for $800,00, and the third for $700.00. When they arrived at my new home to deliver my things they ignored my request as to where to place my furniture and created a bottleneck such that things coming in behind could not be properly placed and organized. They left furniture in the back yard that is now ruined because of recent moisture and claimed that I told them to do that, I did not. My expensive ********* bicycle disappeared. I was unable to find one of a pair of expensive lamps after extensive searching and when I called them to ask, the mover said he broke it but they did not tell me and I never saw it again to even know if I could fix it. An entire box of heirloom china also never arrived which leads me to believe they probably shattered that also and neglected to tell me. I reached out to them immediately after the move and filed a complaint but they refuse to address my concerns. They say they will call back and never do or the manager is unavailable and will get back to me but never does. How they have treated me post move (3 weeks now) is worse than the incompetence they displayed in moving me in the first place. They have not addressed any of the missing and broken items and continue to stonewall me to the point that I am emotionally shattered. They piled boxes on top of each other to the ceiling which I am unable to get down on my own. I have no idea where anything is and am living in complete chaos. They refuse accept any responsibility and blame me although they took all my money and did not deliver the service.

  Business response

  12/11/2022

  We have spoken to this customer directly and the issue has been resolved. A refund of $1,000 has been made to the customer as compensation for all the issues raised.

  Customer response

  15/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: *********** agreed to refund **** AND send a Team of 2-3 men for 3 hours to assist in moving the furniture they did not place where I asked in the first place. I cannot move it all myself and that was our agreement. To date they have not confirmed when that is to happen. They are continuing their evasive tactics.
  
  Sincerely,
  
  *************************

  Business response

  17/11/2022

  We will provide 2 men for 2 hours to help the customer move things around next week as discussed. The refund of $1,000 has been processed to her credit card already.

  Customer response

  20/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: The agreement was for 3 hours not two. In addition, no one from this shoddy company has addressed my missing ******* bicycle (pictures have been sent to the ******) or my missing ***** and electronics. Until they commit fully to proper restitution I am unable yo accept.
  Sincerely,
  
  *************************

  Customer response

  22/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am rejecting this response because: The agreement was for 3 hours not two. In addition, no one from this shoddy company has addressed my missing ******* bicycle (pictures have been sent to the ******) or my missing ***** and electronics. Until they commit fully to proper restitution I am unable yo accept.
  Sincerely,
  
  *************************
  
  

  Business response

  22/11/2022

  We will provide 2 men for 3 hours to move things around for this customer.

   

  Customer response

  27/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: Here's the thing. These people talk alot but rarely follow through with actual results. Until I receive a confirmed date and time that the employees will be here to finally resolve this unbearably toxic situation I will not be satisfied.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked Two men and a truck to help us with are move. I talked to a gentleman named ***** and told him that we had a lot of big items to move. He said no problem he was sending out two big guys and that should be sufficient as only two guys usually can carry something at one time. When he sent the contract it said only two beds to move so I called him back to say that it was wrong we had a lot more he said it didnt matter because the guys get paid by the hour and they didnt need to know that. The day of the move came and they were late so I called and he said that my time was changed to 3 instead of 9 am and someone should have called me.When the guys finally showed up at 430 I was told there were 4 guys that I had to pay for before they even walked into the house. I argued this but he said it would be quicker. When the one guy did the walk around he said it was alot more than he thought and phoned the office and was screaming at someone . I told him that I phoned and said it was more than was on the contract he replied that the guy does that to him all the time. A lady called me from the office and said that I had to pay for the 4 guys or else they would not move me I told her that this was wrong and I would call the next day. The movers were very slow and played around the whole time ( my neighbours thought they were friends because they were having such a good time laughing and singing and left there take out garbage in my driveway They scratched my hard wood floor and left over 20 scratches and nicks in the drywall. They said they were going to stop for 15 minutes for food they were over a hour late to meet my husband. I have called the company around 12 times and will do nothing unless I show them a receipt for the materials to fix all the damage. I have asked to speak to a manager and they say he is sick and will call me the next day and never does. I was charged double the estimate the total came out to ******* Plus the ****** deposit.

  Business response

  13/10/2022

  We will reach out to this customer directly.

  Customer response

  18/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:they have not reached out to me
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Movers damaged several walls, doors, and furniture items during our recent move on August 24. We were told following the move that we would not be billed until we had agreed on a resolution for damages. Following several phone calls/emails the company has made no effort to compensate us for damages and as of August 30, 2022 they overbilled us ($1537.60) based on their quoted price (********) - they did not have authorization to charge our credit card for this amount. We also had an incident of one of the movers sleeping in the lobby of our condo building during the move while the other two were standing around our condo waiting for tools to be delivered (see ******** email from the concierge). We were billed for this time and when we raised this concern with the company we were told that the company would take no action unless we could provide pictures (conveniently they were sleeping out of view of the building cameras). Now when we attempt to call the company they keep making excuses as to why the manager is unavailable. I would like the company to cover the cost of the wall, door, and furniture repairs and for them to reverse the charge to our credit card until the issues of damages and billing for time when the movers were not working is resolved. I have also filed a complaint with the ******** ****** *********** in an attempt to resolve this situation. We are still waiting on quotes for furniture repair but can provide those when they become available.

  Business response

  01/09/2022

  Customer has been reached by phone and told to provide invoices for the damages which will be discussed.

  Customer response

  05/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: We have not yet reached a resolution in relation to the damages caused by the moving crew (Two Men and a Truck) during our move.
  
  Sincerely,
  
  ****** ********

  Business response

  06/09/2022

  We have spoken to the customer and we are in the process of resolving the issue. We have asked for invoices for the repair of the damaged items and this is being awaited

  Customer response

  06/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: As of yet, the company has still not taken any action beyond discussing a proposed resolution. I am not satisfied with their proposed resolution which does not cover the cost of the damages, some of which are potentially unrepairable based on quotes received to date (see ********). I will not considered this matter resolved until I have actually been compensated for the damages they caused.
  
  Sincerely,
  
  ****** ********

  Business response

  22/09/2022

  Customer has been compensated with the sum of $***** to take care of the damages claimed and the lost time claimed as well. Discussions with the customer indicated that this was to be considered a final and full settlement

*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. ↩