Complaints

This profile includes complaints for Two Men and A Truck's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Two Men and A Truck

  3620 N M St Pensacola, FL 32505

• 

  Two Men and A Truck

  8808 N Palafox St Pensacola, FL 32534-3029

• 

  Two Men and A Truck

  375 N 9th Ave STE B Pensacola, FL 32502-4905

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Movers broke ceiling fan during move and it’s been 5 weeks and multiple calls and no response from them

  Business Response

  Date: 08/01/2024

  The damage to the fan is property damage. Since our customer is not the owner of the property, we have been dealing with this matter through the apartment complex. Their maintenance crew is handling the repairs. There is no further need for Ms Smith to be involved in this process, as we have made her aware. Please close this out. Thank you!

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Two Men and a Truck on 5/31/23 to get a quote for moving my furniture. I spoke with Monica. I gave her a list of items that needed to be moved and she quoted me a price of $190 an hour and she anticipated the items to be moved would take about 6 hours. She also said there is a charge of $60 for loading, shrink wrapping items, and blanket wrapping. She also mentioned an evaluation fee but did not explain what that was. She gave me an estimate of $1100-$1590 to include 3 movers. I called Veronica back before the move to let her know exactly what items needed to be moved due to fact that most the house got emptied over the prior weekend. On 6/20/23 three males showed up. Veronica called me about a little over an hour after the movers showed up to see how things were going. I let her know that things need to be going better that the movers were moving very slow, constantly on their phones, taking breaks, and one was vaping. She said she would call them. Movers went to new location. Soon after arrival it came to my attention that my dryer had three dings in it, both my washer and dryer was scraped up. Shortly after it was noticed that the back part of my dresser was smashed in and was very damaged. I spoke to my husband and since the bad experience we were having he suggested I just ask the guys to unload the remaining furniture off their truck and leave in the driveway and we would get it into the house. The driver took pictures of the damaged furniture. Through the day he was having me sign his tablet but there was nothing on it but a signature block for me to sign. He gave me a final price to pay. I told him it didn't add up. (it took them 3 hours). I was charged for travel to and from their shop and that was never explained to me. I paid $834 total. Emails were exchanged with Kayla Dover but she refuses to respond to me. Furniture is not fixed, I had to pay an extra hour for their drive time which was not told to me, had to pay an evaluation fee.

  Business Response

  Date: 07/19/2023

  Hi Sandy,
  I am sorry to hear your move did not go as planned. Unfortunately it looks like you may have reached the wrong Two Men And A Truck location, each franchise is independently owned and operated. Based on the information you provided, it looks like your move was completed by a franchise in Florida. You have reached the Cincinnati OH franchise. You can email [email protected] to reach our home office team and they will be able to get you connected with the correct franchise. Please let me know if there is anything further I can do to assist you.

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20340543, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Sandy ******
  

  Business Response

  Date: 07/21/2023

  Sandy, while we understand your frustration the process and communication with you has been extremely clear. When booking your move we charge hourly, round trip travel, supply fee, and valuation. This is coverage on every move we preform. I offered you multiple times (emails attached) to fix the items. You said you wanted it fixed and the $150 Valuation back. Please refer to your Rights And Responsibilities information given to you before your services in your email and your pre move letter stating fees. This is also signed off on before the move starts with your driver. Valuation was on your original quote and signed for. Once a damage occurs we pull the Valuation coverage and with yours started the  depreciation process. This includes the right to repair the item, pay and appearance allowance if it doesn't effect the mechanical condition or paid out at the depression amount. We offered to give it back to you and follow the process with waived valuation which is standard coverage required by all moving companies, you declined. You then insisted you would get a lawyer which is your right. Once a lawyer is involved they handle all communication. We have tried handling this with you and with zero success. 

  Your move was estimated at $1,140 and your move was completed at $834.00 well under estimate. We have tried handling this process with you and once your lawyer reaches out we will get the process started again and settled. 

  Thank you, 

  Customer Answer

  Date: 07/21/2023

  
  Complaint: 20340543
  
  I am rejecting this response because:

  Communication has been very clear on my end. I attached the email conversation. However, from the initial time I called and got quotes I was given an hourly rate and approximate time for which to move the items. Not once was valuation explained to me or was "round trip travel" explained to me. I don't recall signing a rights and responsibilities pre move if you don't mind providing that. I do recall signing a blank tablet that the driver of the truck was having me to sign. 

  As I have stated in complaint that I informed your office that most of the house had been emptied and I went over the items left to be moved. So, the estimate of $1140 for 5-6 hours should not be even considered. I paid $834 due to less items to be moved than what was previously stated. I also had the drivers to leave the furniture in the driveway after discovering the damages which cut the hours down. 

  The day the items got damaged the driver said I would receive a phone call. I never received a phone call. Yes, I have every right to speak to an attorney, but it is your obligation to press forward until an attorney is retained.  You have not tried to "handle this with zero success."  You simply did not respond back to me or did you attempt to settle this matter. 

  The movers moved slow, constantly checking their phones, took frequent breaks including vaping on my property that I should not be paying for them to do. I paid for wrapping of saran wrap and moving blankets and they did not wrap my appliances that was damaged. In the hours billed I was being charged for the driver taking pictures of the damaged items and making phone calls. I should not be billed for the time they are doing this.  I feel your company should be more diligent with taking care of client's furniture and perhaps have your own insurance policy for taking care of damaged items. A customer shouldn't have to pay for their items to be damaged. 

  So again, the issues I have are- being billed drive time from and to your office that was never explained to me and paying for your movers to not work. The communication with getting my items fixed has not been clear. I don't understand "it doesn't affect the mechanical condition". My washer and dryer are scratched up and the dryer is dented in. Although it still works it is still damaged. My dresser is damaged. They did not see where they dragged the mattress with a memory foam topper that is now stained black on my queen bed.   I also asked you in an email if my time is reimbursed as well if I have to take off work for the repairs. It went unanswered.  Valuation was not explained to me when I got the quote, and I shouldn't have to pay for your guys not working.

   

  
  Sincerely,
  
  Sandy ******

  Business Response

  Date: 07/24/2023

  The email correspondence ended when you said you were gettting an attorney. In our email correspondence, we have offered you a settlement which you didnt accept and wanted to get an attorney.  Please have your attorney contact my attorney, Sally *** *t ********* ******** *** ****** if you wish to proceed.Thank you!

  Customer Answer

  Date: 07/25/2023

  
  Complaint: 20340543
  
  I am rejecting this response because:

  I have every right which to speak to an attorney. I have not had a chance to do so for I have been busy.  I am aware of the law and until I retain an attorney then it is your obligation to respond to my emails which you ceased doing. I am not going back and forth with you. I have noted my concerns and it is very n you how you plan on making things right. I simply am not going back and forth not getting anything accomplished with you. I want my items fixed, I was overcharge on hours, I was not given transparency from your office on fees, valuation, etc. I’m my opinion I feel it was a shady practice from your company and I’m just suppose to pay whatever my bill is on the day of move. 

  The movers played around on my time, damaged some of my furniture and at this point I would like to know how things are going to be rectified. Again, I am not going back and forth with not getting anywhere but you seem to make excuses and be defensive instead of working with me.  
  
  
  Sincerely,
  
  Sandy ******

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted this company to do a local move for me that was completed on 8/13/22. Please see the content of my email to the corporate office yesterday, attached. I requested a $1000 credit and was given a $150 credit on a $1300+ move in which a $2000 piece of furniture was irreparably damaged by the movers who were stoned from the time the move began to the time it was finished. This is not acceptable and request your assistance in obtaining a satisfactory resolution. Thank you.

  Business Response

  Date: 08/17/2022

  Please see the attached signed pre move confirmation:
  
  It states that anything that was prepackage prior to us moving it, we are not responsible for the damage. Customer has only moved once with us in 2021. We did not move her into storage in 2017. Hence we are NOT responsible for the damage. In order to keep with our great customer service, we offered a good will settle of $150.00. Customer wants the whole move paid for which according to law, will not happen.
  ice Details
  Address
  **** * * **
  Pensacola, FL 32505
  Contact
  ************
  *******************
  Regulatory Information
  DOT: 2897684
  MC: 974138
  State: FL Move Reg # 2665
  TWO MEN AND A TRUCK(r) Pensacola
  Pre­move Confirmation
  Appliances
  All household appliances must be emptied and defrosted. Also, all water and gas lines must be disconnected prior to our arrival. For your safety and ours, team members are not
  permitted to disconnect these items. For damage to the mechanical or electrical function of any article. such as: Computers, TVs, etc. in the absence of visible evidence of
  damage caused by the mover will not be covered.
  Cancellations
  We request 72 hours of advance notice for the cancellation of your service. If our team arrives and if for any reason you cannot move at the scheduled time, a penalty may
  apply.
  Carpet Protection
  To protect your floors, we offer self­adhering disposable carpet protection or neoprene floor runners. For safety reasons movers are not permitted to remove their shoes while
  in your home.
  Discounts
  Any discounts or coupons must be redeemed prior to or at the time of billing.
  Final Payment
  Payment for charges in addition to any deposit collected is due at the completion of the move. If we already have a credit/debit card on file for you, charges will be applied to
  your credit/debit card. Please notify our office if the original credit/debit card provided is not your preferred method of payment. We also accept cash, cashiers check, and
  money orders. We do not accept personal checks.
  Packing
  TWO MEN AND A TRUCK(r) provides full packing and unpacking services. If you are interested in these services and have not yet scheduled them, please contact our office
  team for details.
  If you choose to pack your own belongings, your home is expected to be packed and ready the day of your move. We offer a full line of boxes and packing supplies for you to
  purchase. Please consider the following
  Do not use paper or plastic bags to pack belongings.
  Shut and seal the top and bottom of all boxes using packing tape.
  Clearly mark the destination of each box.
  TVs must be boxed.
  TWO MEN AND A TRUCK(r) is not responsible for damaged items not professionally packed by our team.
  Valuation
  We are liable for your belongings while in our care, custody, and control. Please contact our office team for information regarding valuation options available in your area. Note,
  valuation is not considered insurance. TWO MEN AND A TRUCK assumes liability for no more than 60 cents per pound per article, unless valuation is purchased. For example, if
  TWO MEN AND A TRUCK ­Pensacola lost or damaged a 10­pound stereo component valued at $1,000, one would only receive $6.00 in compensation.
  Drawers
  All desk drawers, including lateral, and fireproof file cabinets, must be emptied. The contents can remain in standard metal file cabinets but must be locked or securely taped
  shut. All contents must be removed from dresser drawers.
  Clothing
  Clothes must be either boxed up or hung in a wardrobe box. Speak to your move consultant if you're in need of wardrobe boxes.
  Oversized Items
  Moving overly large or unique items can result in extra charges or the need for additional manpower. Ask your move consultant about moving these items but not limited to
  pianos, safes, fireproof file cabinets, pool tables, marble­top tables, flat­screen TVs, riding lawnmowers and other items of extraordinary size or weight. Keep in mind that there
  

  Customer Answer

  Date: 08/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not remotely satisfied with the response from Two Men and a Truck nor their $150 "resolution".
  
  While I did sign the documents they referenced, albeit electronically on an Ipad with almost no time to review them, no where in them does it reference their liability when they send a team of people who are intoxicated and continue to use illegal drugs while on the job. The three man team assigned to my move were visibly and obviously high on at least marijuana. The odor on them and coming from them was horrible and when the exited the truck on my first encounter with them, the smoke came out of the door into my face. My boyfriend and is retired military Security Forces and Police Officer who was present at our home when the move was unloaded and he will gladly tell you of his observations. It remains my position that the damage to my item would not have occurred if the movers were sober. They would have easily seen the item had wheels and could/should have been rolled to and on the truck, rather than being laid down on whatever they used to move it (likely a dolly).
  
  Additionally, I did not ask for the entire $1300+ amount of the move to be refunded. I did state $1,000 was the minimum I would accept. $150 is insulting and insufficient.
  
  This business needs to accept more responsibility for what occurred and show it in some more reasonable form of restitution.

  Business Response

  Date: 08/19/2022

  As is part with the having a DOT number and being with the Two Men and a Truck brand, our staff is trained in Reasonable Suspicion. All of our employees are subject to initial drug screens and random drug screens. If at any time we are made aware of possible drug use, we get on this right away as it becomes a safety hazard to all. I have been in the customer care field and management for over 25 years and if there is a problem at the immediate time of doubt, we usually get contacted immediately that there could be possible issues. It wasnt til after our follow up call with you that you state this after 6 hours with our movers that you even tipped. You signed in your pre move letter the day before, items had to be removed from your furniture and this piece you question was already wrapped and ready to go. With pressed wood items, you never want to roll the piece especially with it having contents. We are sorry you had this happen, but we are trained in both professionalism and customer care and it shows with our 99% customer satisfaction rating. We consider this matter closed.