ComplaintsforTwo Men and A Truck

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We engaged the services of Two Men and A Truck to handle the relocation of our belongings during the refinishing of our wood floors. On November 11, 2023, our possessions were transported from our residence to a storage pod on our property. Subsequently, on November 20, 2023, the items were relocated from the storage pod back into our home by Two Men and A Truck. During this process, the movers discovered that our table had sustained damage, and they promptly brought it to our attention. On-site, the movers initiated a claim and assured us that we would be contacted at the earliest convenience.A third-party repair professional contacted us to assess the feasibility of repairing our table. Concerned about the repair due to the recent purchase of the table on September, 5th 2023 (within one month of the incident) and its unused condition, we contacted Two Men and A Truck. They explained that an assessment for repairability was necessary, and if deemed irreparable, the table would be replaced or reimbursed at its Actual Cash Value, considering depreciation. Despite the table being new and unused, we agreed to the assessment.On December 8, 2023, the repair professional hired by Two Men and A Truck determined that the table was beyond repair and assured us that the company would provide a replacement. Attempts to contact Two Men and A Truck between December 8 and January 8 were made, and on January 8, we spoke with ***** from Two Men and A Truck. To our surprise, the company expressed a desire to send another repair professional. We disagree with this proposal as the table was previously declared non-repairable, was in pristine condition when damaged by Two Men and A Truck, and attempts to resolve this issue have not been promptly communicated to us.In light of these circumstances, we request that the Replacement Value of the table be issued to us in the form of a check. ($2,627.48)

  Business response

  01/11/2024

  BBB,
  
  
  Two Men and a Truck is not disputing the damage that occurred to the table base, from the moving services provided on 11-11-23 and 11-20-23.  We are sorry that the damage happened. After the Claim was reported, our clams department set up a 3rd party vendor who does a majority of Two Men and a Trucks repairs.  After the Vendor went out, he assessed that with his skill set he did not feel comfortable repairing the table base. At this point our claims department reached out to two separate furniture repair companies that have the correct skills for the repairs, both of which said the table base was repairable. We have had success with these vendors in the past repairing comparable furniture items. 
  
  It is our policy and, in our contract, signed by the customer that they agreed that if a damage occurred that, Two Men and a Truck has the right to first attempt repairs.  The signed contract between ***************************** and Two Men and a Truck is called the ************** Agreement (attached).
  
  If the repairs to the table are unsatisfactory, we would then discuss a settlement but without attempting to repair the table we are not able to settle out.

  In closing, we look forward to setting up the repair vendors to work on the table. 

  Thank you,

  Two Men and a Truck

  Customer response

  01/12/2024

   
  Complaint: 21114870
  
  I am rejecting this response because:
  

  We acknowledge your response concerning the damage to the table base during the moving services by Two Men and A Truck on 11-11-23 and 11-20-23. Your recognition of the incident is appreciated.

  While we understand the policy granting Two Men and a Truck the initial right to attempt repairs, we have reservations about the assessment by the repair vendor. Two Men and A Truck claim the initial vendor stated the table base was beyond their skill set, but it was conveyed to us that a repair should not be attempted. Despite being a third party, the contractor assessing the table acted on behalf of Two Men and A Truck, assuring us that the table would be replaced. We assert that the attempt to repair was forfeited.

  If Two Men and A Truck's claim is accurate, additional vendors should have been contacted promptly. However, it took multiple attempts on our part to elicit a response, and we were contacted a month later. While other companies believe the table is repairable, our primary concern is ensuring the repair meets the standards of the original piece. The company confirmed in their statement that a settlement would be discussed if repairs are unsatisfactory.

  Any attempt at repair without using OEM parts to restore the table to its pre-loss condition would be considered unsatisfactory. This demand is reasonable given the table was in new/unused condition. If parts are unavailable, any repair attempt would be considered unsatisfactory, and a settlement should be reached without attempting any other form of repair deviating from provided reasonable demands. Two Men and A Truck has the necessary information to attempt sourcing materials but has not met the terms. We again demand the table be replaced or settled at the Replacement Cost Value (Equal to Actual Cash Value, as depreciation does not apply).

  We appreciate your assistance and look forward to a resolution that aligns with our expectations.
  

  Business response

  01/16/2024

  We will need to follow our legal binding contract on this claim. We understand the customers' opinion, but this is similar to a new auto that is in an accident and is deemed repairable. The insurance does not give an option to cash out on a newer car, no matter the age. They repair it. We ask the customer to contact our office so we can set up a repair person to pick up the item and make the repairs. 

   

  Thank you,

   

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

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We hired Two Men and a Truck, ***********, ******** for professional loading services on 6/10/2023. We hired 4 men and paid by the hour for loading all of our belongings for our across country out of state move. We only hired them for loading of our possessions as they were being loaded into a U-Pack trailer. The gross negligence that was exhibited by these 4 individuals is disgusting. There wasn't a single piece of our very expensive furniture that didn't sustain some level of damage. We have photographic evidence of how things were packed and loaded, and how things were not properly wrapped with blankets, even though they were provided by the consumer, and the outcome of our belongings when we unpacked them upon arrival. We were charged $1,631.97 for these professionals to all but ruin everything we own. Upon contacting Two Men and Truck, they reinforced if there was negligence of them loading our belongings, they would review and take appropriate action. My wife wrote up an email and provide a ****** drive with over 40 photos proving that, the professionals we paid did not load it correctly and the catastrophic damage that was sustained. *****, the *** of the franchised location, upon reviewing told us, they were liable as we didn't file a claim within 96 hours of loading. When we in fact didn't even receive our belongings until 6/21/203, and after unloading them on 6/22/23, we contacted them immediately. They reviewed our claim and are accepting no responsibility for the thousands of $$ in damage we sustained. All we are asking is for a full refund as this was not the professional service we were assured to receive by multiple representatives of this company. They have not even offered any compensation whatsoever. Here is the ****** drive link that was shared with ******************* if the owner would like to see it: ************************************************************************************

  Business response

  07/19/2023

  Upon booking a move where we load another 3rd party vehicle, we advise customers both verbally and in our Pre-move confirmation letter that our liability and coverage ends once we leave the premises.We have signed documents that states that this customer releases us of any liability of services since we loaded a vehicle that we are not driving. It clearly states that we are only liable for items in our immediate care, custody,and control. The movers that loaded the truck stated there were not adequate moving blankets to protect the load and had documents signed by customer stating this. The customer also signed halfway through the load up process that they have inspected the load and they were satisfied with how the truck was loaded.They also signed again at the end of the load up process that they inspected the load and were satisfied with it.
  We do our best to educate customers about the negatives of taking this cheaper route to get their belongings transported cross country.  With ABF trailers, it is hard to tell how the truck was driven, truck ride quality (air ride?; most are not), road conditions,etc.
  We regret that this customer did not have better results with their move, but with all of documentation, research and the variables listed above, we cannot refund the price of their move. As a matter of customer service, we are willing to offer a refund of $200.

  Customer response

  07/21/2023

   
  Complaint: 20299312
  
  I am rejecting this response because:
  Honestly, I am not sure why the movers stated there were an inadequate number of moving blankets as there were stacks. In fact, I move two full garbage bags of blankets they chose not to use. Attached is actually a photo of some of our belongings still on the moving truck. Notice the stack of unused, folded blankets your movers did not use. What about the ample supply of shrink wrap that came with our moving costs? Only wanted to use that on one of the two brand new sleep number box springs? We are aware of the dangers of using a 3rd party freighting service. Unfortunately what we were unaware of was that this would be a free pass to your company to show blatant disregard for someone's earthly belongings. There was a remarkable difference in the amount of damage we incurred on furniture we wrapped, versus what was left to the professionals- both driven in the same trailer with the same conditions. I am hopeful that when offering us $200 that you hadn't actually viewed all of the photos of damage due to your employee's negligence. Frankly, that amount doesn't even cover the money we spent tipping them and providing snacks and drinks while they worked. We received a very high quote from Two Men and a Truck and paid under the premise that we would be receiving an equally high level of professional moving skills and services. I do not believe they did anything maliciously, they were hard workers and very polite. Unfortunately, we were wronged and it wasn't because we didn't provide blankets and it wasn't because we used ABF trailers. 

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

  Business response

  07/27/2023

  We are sorry, but our coverage will not apply to this claim due to the contracts signed by this customer. I have attached another copy of our signed pre-move letter that states there is no liability by Two Men and a Truck when loading a truck not driven by us. We do our best to give customers the opportunity to let us know if something is not to their satisfaction. Based on the signed documents by the customer we had no way of knowing that something could have been wrong with the way their items were loaded at the time of the load. Per their letter, they also tipped the men and bought them lunch which would again indicate they were pleased. It is hard to rectify an issue after the fact when documents say differently. 
  Again, as a matter of customer service, we will increase our offer to $300, but this will be our final offer. 

  Customer response

  07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution as my only option to capture any of my hard earned money back from this business. I should have paid them twice to unload and reload my belongings as they gave no care the first time loading my stuff. So why not pay them for additional hours to do it a 2nd time, instead of signing their paperwork half way through stating you are satisfied. Especially when they loaded a bulkhead half way through after loading the majority of the boxes where I couldn't even see how they loaded them on the bottom. Please see my attached photo, Be careful when signing any of their paperwork. I should of called the supervisor or manager and had them stop the charge clock and have the team unload my stuff and reload it, 
  
  Sincerely,
  
  *******************

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