ComplaintsforTwo Men & A Truck

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Two men and a truck was our chosen moving company. They agree to load our old house one day, and unload at the new house on a separate day. We were told he would pay one price ( for 4 hours loading time day one and 4 hours unload time on day 2) plus a holding fee for keeping our things over the weekend. We paid the full price we were given on day 1 of moving. More than 30 days later, two men and a truck are now claiming we owe an additional 740$ to them for the second day of work. In addition, there were multiple items damaged while moving including a hole in the ceiling and a shattered hand carved family heirloom. I have tried to contact the company several times with no return. I have only received 10pm emails that we still owe the money regardless of what I was told when booking over the phone.

  Customer response

  08/09/2024

  We did not move to **, we used the ************, IN 

  ****************** 

  Business response

  08/09/2024

  When gathering the information and items for this move, it was a full truck plus. The customer agreed to only one ********************** and would take care of loading & unloading any remaining items on their own. When the crew completed the unload on the second day, the customers husband still had a U-Haul to unload. Our crews offered to stay and help with the unload, the husband agreed. This made the original move go longer than the estimate and the customer was charged in ********* increments to help with the unload of their U-Haul. It was the customers choice for additional help. In addition, the damage to the ceiling was taken care of the same day and the customer was given credit.A claim was created for the other item and a third-party vendor has been trying to reach out to the customer to schedule time for repairs with no luck. (This typically does not happen until we receive full payment for services, but we went ahead and started the process).
  After the move was complete and payment was requested, the customer refused to pay the additional amount. Our claims manager called on June 5th (two days after the move not 30) to discuss and customer requested for the manager to call her husband, the manager was unsuccessful with the husband answering or getting a return call. We have had no missed calls or voicemails from your number and management has continued communication via email, since phone calls have been unsuccessful.
  The remaining balance is for services used and will need to be paid in full to avoid collection. 

  Customer response

  08/12/2024

  The information provided in the businesss response is false. I was originally quoted for one truck only and agreed upon paying the full price on day one of the move to include day twos unload time as well. My husband told the movers when their truck was loaded they could go, we would take care of the uhauls ourselves. The movers insisted that they stay to help load the hauls even though my husband said they could go. 
  As far as the damage to the heirloom cabinet that was shattered by a mover irresponsibly knocking it over, I have received no communication from their third party contractor. I have called a number they gave me and left several messages without a call back. I have received no further information about how to file further damage claims. 

  My husband and I have tried to call three business days in a row between 3-4pm and left messages without receiving a call back. The voicemail says they are closed. The only correspondence I have received from them is an informal, unprofessional email past 10pm. 

   

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The information provided in the businesss response is false. I was originally quoted for one truck only and agreed upon paying the full price on day one of the move to include day twos unload time as well. My husband told the movers when their truck was loaded they could go, we would take care of the uhauls ourselves. The movers insisted that they stay to help load the hauls even though my husband said they could go. 
  As far as the damage to the heirloom cabinet that was shattered by a mover irresponsibly knocking it over, I have received no communication from their third party contractor. I have called a number they gave me and left several messages without a call back. I have received no further information about how to file further damage claims. 

  My husband and I have tried to call three business days in a row between 3-4pm and left messages without receiving a call back. The voicemail says they are closed. The only correspondence I have received from them is an informal, unprofessional email past 10pm. 

  
  
  Regards,
  
  ***********************

  
  

  Business response

  08/19/2024

  I  have not provided any false answers. My response about the move can be backed up by email notifications provided to you before the final move was booked. From my understanding, you were not physically there the day of the unload and it was your husband that was communicating with the crew. I can't say where the misunderstanding happened or if your husband was under the impression that if the crew stayed, it would be free labor for the additional time spent. As we stated when providing the estimate, we charge based on time. Your move took longer than the original estimate of 8 hours (8 hours being the total for both days). My goal is to offer a resolution we can both agree on.  We've already taken off the agreed credit for the damaged wall, we will not be providing additional services for the item damaged, and I will close the bill out as paid in full and consider the job closed. 

  Customer response

  08/20/2024

  Better Business Bureau:

  I believe the businesses response states that I will no longer owe the remainder of my balance and they in turn will not provide services for additional damages. If that is the case, then I accept this response.
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband, *****, and I contracted Two Men and A Truck to move furniture from our home to a condo in downtown ************. The move occurred on Thursday, June 6th. Upon arriving at our home, my husband was asked to sign off on the contract (attached) which also included the ability to purchase more coverage. He did not see why we would need more coverage to move since they had agreed to the move. None of the furniture had corner covers on, just basic plastic wrap (not durable), leading to our first couch getting torn and ripped (see pictures of the *********************). The mover proceeded to send notice to his employer about the incident. Once they got to moving the second, larger 2-piece couch, we were asked to sign off on any liability. What were we supposed to do? Should we leave it on the street? The condo does have an elevator and stairs accessible to the movers. The second couch sustained damage too (pictures of the brown couch). I called customer service and left a message but never received a callback. On Friday, June 7th I received a text asking how the move went which I responded terribly and provided pictures. They said to be on the lookout for an email to file a claim. I never received an email. I texted on Monday, June 10th stating I did not receive an email. Today, Tuesday, June 11th, I received a text that claim #****** had been closed and the final resolution has been emailed to my email address. I never filed a claim nor agreed to the resolution which was $168 for two damaged couches that we paid significantly for 4 years ago. We do not have believe this is professional nor ethical business and wish for assistance with a resolution.

  Business response

  06/12/2024

  In response to complaint ID# ********:
  We take care and strive to complete a move with no damage. Although we take precautions to prevent accidents from happening, we do run into a situation that is out of our control. Because of this we offer all customers two options. In this case, your husband chose the $.60 per pound option. Upon arriving at your new home, the doorway was narrow, and the couch would not fit with padding. With that, it increased the chance of damage trying to move it through a tight doorway. Due to these conditions **************** was asked to sign a Release of Liability if he wanted us to continue moving these items. As you can see in the paperwork ***************** attached, it clearly states this with his signature. You also stated you did not file a claim for damages and did not agree with what we offered you for the damages. **************** filed a claim the day of the move when the damage occurred to the crew which was then forwarded to our Claims Manager. The amount offered was determined by the option **************** chose, which is $.60 per pound. 

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We did not file a claim. In fact, via text from ******** (see attached) stating to be on the lookout for an email to file a claim. How was the weight of 1 standard and 1 sectional determined to come up with the value of $168? The movers could have taken the door of the hinge but failed to do so resulting in the couches being torn. 
  
  Regards,
  
  *****************************
  

  Business response

  06/19/2024

  For some reason I cant see the attachment, but I did look back at the text history. The damage report and pictures were signed and returned the day of the move which begins the claim process. Once that is received, a text is sent saying a claim will be started and to be on the lookout for an email.(That email was sent on June 11th)

  
  Since you chose the option of $.60 per pound for any damage that *** occur during the move, the amount was determined by taking the average weight of the item damaged,in this case the couch (280 lbs. x $.60 =$168).The claim was then closed. If you would like to provide the exact weight of the couch, I can submit that weight to the claims department to get a more accurate amount to be paid out to you.

  
  Again,the release of liability was signed by your husband for the sectional, this overrides the original option you chose of $.60 per pound. Which states:  

  
  Unsafe/Unique Moving Circumstances. TWO MEN AND A TRUCKis not responsible for any direct or indirect damage to items or surroundings, as a result of a specific customer request. The item(s) are: Sectional

  Customer response

  06/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The requested weight determination has yet to be provided. The company should take responsibility for the damage done as result of their employees forcefully pushing our 2 couches through a door. 

  Regards,
  
  *****************************

  
  

  Business response

  07/02/2024

  As I stated in my previous response, you may submit the exact weight of the couch for a more accurate amount to be paid out to you and the first couch will be covered. Because of your husband's request and release that he signed, the second one will not be covered.  

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  According to a quick, brief search, a three-seat sofa weighs 350 pounds. A six-seat sectional weighs 1540 pounds. Therefore we were not even closely compensated for our coaches, even at the ridiculously low rate. (350+1540).60 = $1,134.00

  Also, it is widely known that the following should occur when moving a sofa:

   Packing your sofa

   During a move, it's imperative to properly wrap your sofa with protective materials to shield it from dirt, dust, moisture, and sharp edges that can rip or tear the fabric. There are several ways to do this effectively.

  First, remove the cushions from the sofa to wrap separately. Wrap the entire sofa with furniture blankets, taping it securely with packing tape. Never let the tape come in direct contact with the sofa. Make sure to cover any finished wood (such as the legs) as well. Stand the sofa on its ends to make sure the entire piece is wrapped securely. Alternatively, you can wrap the entire sofa in microfoam or paper pads, taping everything tightly just as you would do with furniture blankets. Then cover the sofa with shrinkwrap. Remember to never use shrinkwrap directly on the surface of the sofa--it can trap condensation and cause unsightly water damage. It can also cause detrimental damage to a leather sofa if it melts and sticks to the leather. Always use microfoam or paper pads (or both) as a barrier between your sofa and the plastic shrinkwrap.
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 29th the mover moved our belongings. They did not have adequate time planned and therefore were *******. We told them to please slow down we would pay the extra time to make sure our belongs were not damaged. They did not slow down. They damaged a mahogany dining table, coffee table and leaves from banging it around and dropping it on a dolly with no protection, dirtied our sofa from leaving it on the ground and throwing it down the stairs, scratched our new floor, scratching 2 new desks and filing cabinet. They sent out a repair person that did not assess the damage, instead he attempted to repair the ***** new table without my consent and now it looks worse. The other damage has not been addressed. They offered settlement of ~**** however this does not pay for the table and the floor yet alone the sofa, desks or filing cabinet or the time off work we have had to spend to deal with all of this. We did pay for the full replacement value of the belongings via additional payment at the time of the move; this was on an iPad and they would not provide this in writing.

  Business response

  01/08/2024

  To Whom it May ********
  
  Our Claims Manager has tried working with ***************************. As stated in ******************************* move day paperwork; along with, our Claims Manager explaining to Ms. ******** do not offer full replacement value. The additional coverage we offer states that if an item is damaged, we will repair the item, if the item cannot be repaired the customer will then receive the depreciated value of the item damaged or the repair cost. This has been our policy for years. The customer requested her own flooring vendor and stated that she already had her sofa cleaned. The Claims Manager asked for an estimate for the flooring; as well as the receipt for the cleaningMs. ****** could not provide either. TWO MEN AND A TRUCK has a reputable vendor that we use for repairs, **************** did not want our vendor repairing any of her items. Since we could not get any receipts from **************** and **************** would not let us bring our vendor in for repairs, a check was issued to her for $1284.25, which includes the amounts she gave us for the floor & sofa (even without a receipt) and repair cost for the other furniture if we were given the opportunity to repair them. Based on our policies, the move day paperwork that the customer signed, and the additional damage coverage that was purchased by the customer; we have tried to work with **************** for a resolution. **************** insists on Full Replacement value and a Full Refund' of her entire move. 

  Customer response

  01/18/2024

  This is not answered. The company did not provide a resolution. How can you close a file without any communication from me.  The closed file was the first I heard of this. 

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have communicated with them multiple times.  The details that the company have provided are false. I have asked for an itemized cost of what is in the $1200, offer.  This has not been provided.  I have had to file a complaint here just to get them to respond to me.  

  Their email system would not accept attachments for the flooring costs.  These are damage to property for $430.25.  This is not replacement value, it is the cost of the repair.  The flooring was just installed a week prior to the move in, the flooring company required us to have them remove and replace the scratch or we would void the warranty on the brand new floor.

  Two Men and a Truck said that they sent a repair person. They didn't communicate what he was supposed to repair. He only "repaired" the dining room table.  The leaves were notrepaired. The "repair" that was done is unacceptable.  The table is mahogany and the "repair person" used wood putty and painted red paint streaks on the dent and on the chip. That has already started to separate.  The leaves and the coffee table and the edges that were damaged were not repaired.  This table was just a year old at the time of the move and is damaged more than it would have been in 20 years of use.  I do not accept that this repair is sufficient.  I was also not provided any options, or told that the person coming out would be doing any work.  He came to the house and said he was taking pictures.  I excused myself to answer the phone. I was gone for no more than ten minutes. When I returned he had sprayed on the table and was using spray paint in my home - without my permission. My downstairs smelled of lacquer. I told him that this was not acceptable. At that point, he was already finished and needed to come back.  "It would not look good until the second coat".    

  We had to take the Lovesac covers to the laundromat.  The laundromat requires you to purchase a card, load the card and use it to run the machines.  I provided estimates on this cleaning.  I also added my time - we were not going to be cleaning these and I should be compensated for the time I had to spend cleaning up Two Men and a Truck's mess.  Again, this was all provided in the emails and text messages.

  The Uplift desk, my stationary desk and filing cabinet are also damaged.  They are scratched.  These are not being addressed along with the leaves and the coffee table.

  When we started the move time, the mover provided an iPad or similar to go over the paper work.  He told me that I was paying additional for replacement value of my belongings.  I of course did not receive the document that I agreed to pay the additional at the time nor, was I permitted to read it, since it was a check list that he spoke through and clicked for me.  He rushed through this like the rushed through the move.  

  I want to be compensated for the $2,398 dining and coffee table that now have so much damage they are unrecognizable and are painted from the poor repair, $400.00 for the cleaning of the LoveSac, $430.25 for the flooring repair, replacement of the uplift Desk, $408.00, stationary Desk and Drawer replacement $400.00, and the time that I have had to spend cleaning, obtaining estimates, missing work for the repair on the floor and the table $2,500.  This total is $6536.25

   
  
  Regards,
  
  ***************************

  
  

  Business response

  01/25/2024

  Firstly, I want to address the settlement check of $1284.25.The check included:

  floor estimate (given to us by ****************) $430.25
  cost to clean the LoveSac (given to us by ****************) $480.00
  cost to repair the desks $374.
  The table, leaves, & coffee table were repaired by our vendor.

  
  Second, Ive attached a copy of Ms. ******* pre-move letter that was emailed to her, she signed acknowledging she agreed to and accepted our terms and she returned to us prior to the move. This document is in detail what the crew briefly went over on their tablet the day of ******************** move. The crew reiterates our policies which the customer has already agreed to and the customer initials to prove our crew completed their due diligence. 

  Customer response

  01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The repair on the table is not satisfactory. It looks horrible and I want to be compensated for this.  I was not provided any options on vendor or how to repair. This is not acceptable. Address the table, leaves and coffee table. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. First of all, A higher bill than expected resulted from slower than average workers than compared with experiences with this company in the past. This was notable but not the main issue 2. Numerous damages to a home purchased 2days prior to moving into it with brand new flooring that was never lived in. Additional damage to furniture, including queen size bedframe & handmade dresser made in ******, door frame, brand new vinyl plank flooring, and new custom mantle. The company is making efforts with handymen but only to repair or patch what was in brand new condition at the time of the move. For example cutting floor planks out to replace them would void the waterproof flooring warranty. Also I dont want the new bedroom set to be patched up since this set was handmade in ****** with a particular wood. I have also reached out to the president of that company, and I have still not heard from that particular individual. The representative communicating with me has been often condescending and her demeanor less than professional. I have never had trouble with two men and a truck operated by different individuals elsewhere many times, so this is a first but unacceptable. Thank you.

  Business response

  09/11/2023

  To Whom it May ********
  
  TWO MEN AND TRUCK strives to go above & beyond for all our customers and our goal is to obviously not have any damages. Unfortunately,accidents do happen, even if we do everything we can to prevent them. When the customer calls to use our service, the customer is informed and aware of our policy if any damage is incurred. This is clearly written in the pre-move letter that the customer receives prior to the move and agrees to. Our customers are also given an option to add Valuation, which is extra coverage. Customers typically add this when they have items of significant value.  If Valuation is declined, coverage defaults to receiving 60 cents per lb. of the damaged item, per Indiana State Law. ***************************** declined this coverage. Our Claims Manager has been working with *******************. To meet ******************** halfway, our Claims Manager is giving her the benefits as if she had opted for Valuation. This allows us to repair any items damaged first. The only resolution ******************** is willing to take is a full refund of services even after knowing the TWO MEN AND A TRUCK policies. A full refund for services does not make sense at this point.
  To also address the higher bill amount. This move did take longer than the estimate that was given to ******************** initially. This was not the result of slower than average workers but the result of having a lot more items the day of the move, which we were not made aware of. ******************** admitted she did not think she needed to tell us about all the boxes she had in addition to the items she listed. As we all know, having multiple boxes to move will take additional time for anyone.
  We feel we are being fair with what we have offered *******************.
  Thank you. 

• Initial Complaint

  06/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **** was stolen from a personal bag during the move; this bag was set aside from things to be packed and one of the movers (****) overheard a conversation that pointed out the location of the cash. The individual acted suspicious when confronted after the money was found to be missing at the time payment was due. When confronted about the missing money as the movers were preparing to leave, the movers acted suspicious and covered for each other. A police report was filed with ******, **, police, file number 202300038221.The manager said nothing but an internal investigation could be done, and referred me to a claims department. Despite several calls and voice mails, no one from the claims department, or any other Two Men and A Truck team member, has contacted me about the issue. Upon arrival to the destination, it was discovered that the goods were poorly loaded into the truck, causing extensive damage such as a ***** to a wooden table that had been placed directly on a ceramic pot with no protection, a cracked tv screen, and heavy boxes that had been placed on lighter boxes that got crushed. The destination movers commented that they had never seen a truck packed so poorly.

  Business response

  06/08/2023

  Complaint concerning customer *************************:
  I apologize for the delayed response. I was waiting for the appropriate documentation to attach before sending.
  We take theft very seriously and **************** did speak to our Dispatch manager about the theft and our Dispatch manager forwarded that information to our Claims Manager. When our Claims Manager received that information,the manager responded to the customer claim with contact information for future communication. When **************** filed the police report communication switched from the customer; to the police officer, to keep everything consistent. This investigation is still ongoing, and our Claims manager has gotten statements from the crew and is still trying to get in touch with the police officer. The Claims Manager has left messages for the police officer and is still waiting for a response.
  As for the damages, the pictures and damages on the complaint made here is the first we have heard of any damages.  ****************** move was a Load Only move, which is the documentation I was waiting on. Load only moves are different from our typical moving services. The customer signs a Release of Liability to load and transport a truck of their choosing. Ive attached the form with ****************** signature, along with pictures of the inside of the loaded truck. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June22,2022 2 Men and a Truck were to arrive at my Mother in Laws home to move her furniture to *************** as she required ***********.The truck was late and we did not receive the phone until a few minutes before the truck was to arrive. We waited The ******* did not introduce his staff They worked very slowly. As they were about to leave, notice part of the main dresser was in a different bedroon and owas being left behind because they were packing up the truck and getting ready to leave!!! plus the front door was wide open with blankets taped around thw doorframe. I had to stop them from leaving so they could get their blankets but then left the front door open long with the screen wide open!!!It is quite obvious that the 2 helpers were being trained and had to be told want to do and how to do it. The following documentation goes in to more detail once we got to the facility.The National Commercial Advertising Campaign statesit is simple:to treat everyone the way you would want your own Grandma treated!So it is 2MaaT culture to use vulgar language to my 15 year old granddaughter and berate my daughter for not realizing he was not following her/or had his own key fob to leave the *********** Unit.!My daughter tried to explain to him the importance of keeping the doors locked due to residents leaving the facility without the staffs knowledge-but he had a few choice words for that. Plus they complained about HOW far they had to walk to take ************** to her apartment !! REALLY, REALLY??!! No one was asking them to walk a mile! Why not send someone out to the facility to measure so your client would know from the beginning that there is an additional charge to walk down the 2 halls! So much for customer service and satisfaction! The patient coordinator was so appalled by 2MaaT behavior, language, treatment of customers that she is not recommending 2MaaT to anyone on the ************ 2men and a truck advertisement states-to treat everyone

  Business response

  03/24/2023

  To Whom it May ************** moved ***************************** in June 2022. Regarding her actual estimate, ********************** arrival window was 3pm-5pm. All of our customers are given a 2-hour window in the afternoon so there is cushion getting from the previous job to the next. The crew arrived at 2:45, which was earlier than the arrival window that was given. Upon arrival, one of the first things our crew does is to assess the location to foresee any issues regarding any obstacles that *** prevent them from completing the move in the estimated time originally given to the customer. At locations we have done repeat moves for, these obstacles (for example: long walks) are notated so we are prepared and include that additional time needed. Unfortunately, we do not have this information for locations that are not repeat locations. We rely on what the customer tells us until our crew gets there. The crew makes this assessment to prepare the customer in the event the move takes longer than the original estimate given.The customer is given a revision showing the customer was made aware. In this case, the longer walk did not prevent the crew from completing the move in the allotted time. The move was completed in less time. The estimate was for 2.5 hours & the move was completed in 2 hours.
  In response to reminding the crew they left something behind;obviously, theres no argument that the crew should have double checked and these are things that we do reprimand or continuously train our employees on. With that being said, they are human and will forget, make a mistake, or even a miscommunication where the other thought they did it.
  In the detailed text that was attached, which was sent to our Claims Manager, the customer stated the crews attitude was not acceptable.After the move was complete and the crew had left, her granddaughter proceeded to tell them about what one of the crew members said and his language. Again, there is no argument that this is not acceptable and our Claims Managers next step is to speak to all parties involved and get statements to verify and get all sides. We did get statements from the crew. The customer states that maintenance,witnessed and overheard. Our Claims Manager has attempted to get a response from the facility and maintenance to get a statement, but neither will respond to our attempts. Nor has the customer responded to our attempts to contact her regarding her bill.
  Even with no response from our attempts to communicate and get statements, we recognized the customer was unhappy. The customers total bill was discounted 50%. Besides the deposit that was paid at the time this move was scheduled, this bill has not been paid.

  Customer response

  04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  ***************************;<*********************> 10:33?AM (19 minutes ago)
  
  
  to Better
  
  
  
  
  
  
  
  I do not accept.  Two men and a Truck are not telling the truth. They did not arrive close to 2 pm. I called the corporate office because no one answered the phone In ************ and did not return the call.
  The woman who booked the original appointment was very nice. But nothing was even mentioned that my MIL could be charged extra due to the one level walk to her apartment. If the company had not been to this facility and was not aware of the layout, management should have sent someone out to look at the facility or called the facility.  That was not our responsibility!
  The job was not completed so that is also an untruth!  They were so rude and used foul language that the facility asked them to leave!!! I know for a fact that the company did talk to ************************* twice about the incident, so that is another untruth!!
  It doesnt matter how much they say they discount the price because the service was awful, the language was very offensive, and they are not being honest. Plus they advertise that their service treats their clients just like grandma .  Well, I am a grandma and great grandma and my MIL, the actual client, is a grandma, great grandma, and a great, great grandma and neither of us want to be treated this way nor do we wish any client is treated this way.
  Respectfully,
  **************************;
  
  
  Regards,
  
  *****************************
  

  Business response

  04/14/2023

  I apologize for the delayed response. Our Claims Manager was out of the office and did not return until 4/13 and I needed to verify some details before responding. Im sorry the customer does not agree with my initial response. I do have a correction, I stated the crew arrived at 2:45, that is the time they headed in the customers direction. The crew arrived closer to 4pm,which was still within the arrival window, the crew was not late. The arrival window was 3-5pm. This was confirmed by the customer via email sent to the Sales Consultant, which we do have a copy of. It is stated in the Pre-Move letter that the customer agreed to and received upon booking, they are getting an estimate.If the move goes under estimated time, the customer is billed for the actual time. If the move goes over estimated time the customer is charged in ********* increments until the move is completed; whether its more items, issues in assembling/disassembling, or in this case, a long walk. The customer is made aware during the move if the crew believes the move may take longer than estimated time. In this case, it did not. The crew almost left a piece behind but did not.  The crew was told by the facility to unload items on the sidewalk as they were yelling at the crew. The crew was advised to leave once it was unloaded. So, the move was completed. The day of the move the customer and the facility did talk to the Dispatch Manager. I stated previously that once this was turned over to the Claims Manager and statements were being taken, there was no response from the facility after the Claims Manager attempted to get their statement and no response from the customer regarding her bill. We recognized the customer was unhappy. The customers total bill was discounted 50%. Besides the deposit that was paid at the time this move was scheduled, this bill has not been paid.
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Two Men and a Truck to assist with a local move from ********* to *********. Total distance is 5.8 miles. Our move was from a One bedroom apartment with a living room consisting of two recliner couches, small dinning room table, TV stand and a refrigerator with french doors.The two men who did the job struggled every step of the way. They did not know how to disassemble fridge to move it, did not know how to pull apart couches, and spent hours on ******* attempting to figure out a plan. They moved everything out of the apartment successfully but failed to complete the job and left in a hurry due to their supervisor shouting and asking them to leave immediately.They didnt install the Bed properly, damaged my fridge, scratched multiple surfaces in the new apartment building, left my fridge disassembled and ran out of time trying to put it back together.The employee kept getting calls from his supervisor asking him to leave immediately and why a job that should take 3 hrs maximum was taking 3 times longer.Both men left with out installing my front door which was unsafe and had to call my son to come install the door back on.They didnt ask us to sign the paperwork to finalize payment and left in a hurry stating our manager will have someone here tomorrow to put the fridge back together.We have called multiple times to have someone come back and assist with fridge since they didnt complete the job. They are demanding more money and will not send anyone to finish the job.It is unfair to pay for something that is not under your control such as an incompetent crew hired who took 4 hours to move a fridge from 1 apartment to another and simply did not know how to put back together. We paid $ 150 deposit and will pay the remainder of what was on the original estimate. However, We will not pay any additional money for their lack of time awareness, incompetence, and leaving the job incomplete especially with the front door disassembled which is a big safety hazard. Tons of food went to waste that evening due to fridge not assembled too. Very disappointing experience We are asking for a supervisor from the branch to call about a resolution as soon as possible .

  Business response

  12/16/2022

  To Whom it May ********************* moved **************** on 11/30/2022. The estimate given to *************** was based on the information that was given to our sales team at the time of booking. Upon arrival, there were more items than what was on the estimate. The cost is then adjusted based on actual time it takes to move which includes assembly/disassembly. The crew did their best to complete the move and did the research necessary. The crew stayed well into the night and was told by their Dispatch Manager they needed to return to the office. Due to DOT regulations,some things are out of our control. We also must make sure laws are followed or the crew could risk fines and the loss of their license. **************** refused to pay before the crew left.

  
  The ************* manager spoke to **************** and informed him that we would send someone to reassemble the refrigerator door, but payment needs to be made to move forward. He was advised of the Pre-Move letter he signed stating payment must be made before additional services will be performed. (Please see attached). **************** refused even after the ************* Manager revised the hours and cost and subtracted the time it took the crew to do the research for the refrigerator, this took away **** hours from the final bill.  **************** did not want to discuss any option which he had to pay for any of the services completed, he became unreasonable to the point where the call had to be disconnected.

  
  **************** then contacted the Two Men and A Truck home office to file a complaint. Mr. ******* complaint changed, and other damages were mentioned. This was not relayed at all when speaking to the ************* manager.

  
  **************** is requesting contact and for Two Men and A Truck to finish the job, according to his desired settlement. We have tried reaching out to him and he has not responded.
  An email was sent from our accounting department on 12/6/2022 reiterating all the details and options. **************** was asked how he wanted to proceed. The General ******** ************* ******** and another accounting representative was attached to this email, to provide **************** with additional contacts to reach out to. No response has been received from **************** until this complaint to the BBB.

   

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

  Two Men and A Truck 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damage scratched chips nicks chunks of wood broken off on our family heirloom bed frame and headboard. This business is reckless and abusive to the community trust . Must be stopped .

  Business response

  09/29/2022

  Mr. ******* move was on 8/30/2021.
  The dispatch notes for that day stated, no damages were reported.
  A post move text sent on 8/31/2021, asking how the move went,no response recorded.
  On 8/4/2022, **************** called Two Men and A Truck *********** about a damage that he wanted resolved. This was the first contact made by ****************. Claims followed up with the customer via phone, no answer and left a voicemail. No return call from *****************
  On 9/18/2022, **************** then posted a review on ******* The review did not mention the move date of 8/30/2021. Assuming this was a recent move, a response advising him to file a claim, if he has not already done so and to contact our ******************
  **************** reached out and Claims found the message received on 8/4/2022 from *********** regarding this move.
  Claims contacted ****************, via email, and reminded him of the 72-hour window to submit a claim after the move is complete. Claims asked the reason for the delay in filing.
  **************** responded with pictures. Claims thanked him for the pictures and reminded him of the 72-hour window after the move to file a claim and once again asked the reason for the delay.
  **************** responded requesting $1000 for financial remuneration and emotional distress. He also gave a deadline of Friday September 30th for a response.
  ****** responded, letting **************** know we will not be issuing a credit due to the claim was a year after his move, with no attempt to make contact regarding this before August 2022 and we will close the claim until further evidence there was a damage claim filed closer to the actual move date.
  He informed us he will pursue damages in small claims court.
  After receiving communication from the BBB about a negative complaint, we wanted to make sure we had all communication noted, so we also checked our phone logs from the day of his move, 8/30/2021 through 9/30/2021, and did not see any calls from *****************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Two men and a truck to move me from Cicero, In to ***** In I was quoted a price for the move, put done a ****** dollar deposit. On 6/24/22 the movers came and moved me to ***** **. When it was time to pay the company for the move, I was informed it was a higher price. My daughter (I moved in with her) when she questioned the increase charge we were informed that it was an "estimate" and because it took longer then what the company "allowed in the estimate" we were charged more, my daughter then talked to the "dispatcher" for Two men and a truck. My daughter argued that there was no way 3hrs was enough time to pack/load and unload a truck (which was not even full) and move someone. The dispatcher said he would take off time and would charge ******* dollars, I said fine. We did the transaction to the agree upon amount over the phone. When the transaction cleared my bank it I was charged ******* and that is not including the ****** that I had already paid them for the deposit. My daughter reached to Two men and a truck for 3 days leaving messages before someone called her back on 7/1/22 and that was only because she had talked to my bank to see what we could do and was told we could "dispute" the charge. My daughter spoke to a ******** and she said she would look into it and get back with us the following week. We have not heard back from them and my daughter has called them multiple times and had to leave messages.

  Business response

  07/15/2022

  Two Men And A Truck relies on the accuracy of our customers when creating an estimate. Upon arrival there were more boxes/furniture/items than discussed via phone conversation. These are just estimates and when we arrive if there are more items than originally discussed we do notify the customer that the price will be higher if more items are needing moved. We charge in 15 minute increments and the estimate can and most often comes under estimate and saves the customer money.

  Customer response

  07/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** Chance
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my house for $590,000. However, our sellers used Two Men and a Truck for moving their furniture after we closed. When we took possession of our new home, we found at the entryway deep scratches across several floorboards. Our sellers opened claim # ***** and we took it over to get it fixed since we owned the house now.Two men and a truck had people came out and try to fix it (several times), but it was not acceptable. Even the people fixing said, "I can't do anything with this, this had to be replaced". Our floor was beautiful and runs all through the first-floor house. This deep cut across several boards can not be replaced because the company that installed it no longer has the hardwood and can not order it anymore. Thus, to properly repair, the whole floor must be replaced. Which Two Men and a Truck were open to and said send them a quote. However, I sent them a quote by the company and it was an "average" FAIR quote for ********* total for the floor and required labor to install. The Two Men and a truck customer care manager accepted the quote and sent it on to their Management for approval. Only to come back with a denied approval and $350 offered credit, then when I didn't accept that, offered $500. It is now January and I have been trying very hard to remain patient with them, however, my claim has been opened since June ****************************************************************** my new house. They have caused my family so much grief over trying to fix this. I really wish they would honor the fair quote and be more timely in responses. It's been all ME trying to close this out. They don't even try to be reasonable, they are literally hoping I will take this loss and go away. Terrible ***************** Terrible Business, they act like they are not insured for these kinds of business mishaps. This company motto is "Movers who care". I have found this to be false.

  Business response

  01/07/2022

  Hello-Our vendor attempted to repair damages caused by previous move with previous owner. Our vendor instructed to us that repair was cancelled and repairs denied by new home owner. We work with our vendors to ensure the best possible outcome and cannot replace items or damages that are repairable per vendor. The repairs were denied by new home owner which is why we offered to compensate for the repair.

  Customer response

  01/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [I am looking at a $14,000 estimated cost incurred to me to appropriately resolve the damage they created. I am only being offered lip service and 4% compensation towards that total cost(14K).

  We have not even resolved the doorway and wall damage yet, here after six months of trying to be civil. They are trying to force me into accepting only $500.00 check for closure. 

  If you read their response, its says literally nothing. They don't care and are trying to stick me with an 14K cost.

  Asking any reasonable human being reading this, would they accept this offer too?]

  
  Regards,
  
  ***********************

  
  

  Business response

  01/12/2022

  "******************, it looks like our customer was the previous homeowner who signed the move day paperwork agreeing to our damage claim process. Our claim process starts with our vendor coming out to repair. If for some reason they cannot repair (or repairs are denied), the next step is to issue a credit. We have attempted to repair, but you are requesting the flooring be replaced. The estimate is to replace flooring in multiple rooms where we did not cause damage. As for the drywall, it does look our vendor tried to reach out multiple times but has not received a call back. "

  Customer response

  01/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [There response basically says we screwed up you floor, but will only pay for that room, we will not replace the whole uniform floor and you can have a mismatched floor as a result.]
  
  Regards,
  
  ***********************
  

*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. ↩