Complaints

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:09/05/2024

  Type:Customer Service 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 have used two men and a truck before and had great experiences but I had a truly terrible experience with the Baltimore company last week. They have completely ignored the problems, refused to help solve the problems they created, and not communicated when they said they would. I am incredibly *************** start, they were supposed to pack our house and move to the new house a few miles away. They left the original house a disaster! Boxes I had packed were dumped out and left spilled on the ground. My child's room was left strewn with toys and clothes all over the place. About 40% of the stuff was just not moved at all! They left trash from their lunch and the moving materials all over the entire house. They used the bathrooms and didn't flush. They left the exterior doors open wide open and unlocked. I have pictures and videos of all of this which the Operations Manager saw and disregarded. I had to hire another moving company to finish the job.When I talked to *********** ***** on 8/31 he assured me he would work with me to fix this. He agreed it was unacceptable and wanted to talk to his crew before resolving it with me on 9/3. He said that the final amount would not exceed $2700. On 9/3 my husband had to call him and he said he still had not talked to the head of the moving team, Alpha. He wrote us an email saying he would call tomorrow. He did not call. On 9/5 our credit card was charged for over $3000-- with no conversation! We tried to get in touch and they were not responsive. They refused to negotiate and would not do any of the things they promised on 8/31. I understand that bad experiences happen but I am incredibly disappointed in the response from a company that prides itself on word of mouth recommendations and repeat customers. I would like to know if there is anything that can be done--- my family has lost significant time and money because of this poor service.

  Business Response

  Date: 09/09/2024

  Good morning. We completed a move for Mr. ***** ******** on 8/30/2024. At 3:10pm, Mr. ***** contacted our office via text message asking what the original estimate was, after the crew notified the *** onsite for the move (Mr. ***** was not present for the entire move) of the need for a revision of estimate due to the additional items Mr. ***** and Ms. ****** requested the moving crew to move and pack. Mr. ***** received an estimate ranging from $2,465.06-$3,395.06 and was presented a bill totaling $3,487.78, which was signed and agreed to onsite (please see photos attached). Also attached, are photos of the signed Sales Order stating that ALL packing and moving services were completed as requested. Despite having completed the move, and not yet receiving payment in the agreed upon amount, a member of our management team, *********** *****, spoke with Ms. ****** several times, attempting to address her concerns in a timely and fair ******. *********** offered to remove 1.25hours as Ms. ****** requested, resulting in a $318.75 discount. Ms. ****** then became very angry and began threatning to leave poor reviews online. *********** continued to work with Ms. ******* despite the threats and the fact that we had not yet received payment. Five days after the move had been completed, we charged the card that was used to provide the deposit in the amount Mr. ***** agreed to (please see attached photos). Ms. ****** has since contacted our ************ the BBB and left poor reviews online.
  
  In short, we attempted to work with Mr. ***** and Ms. ****** to correct the concerns, despite several threats and disrespectful comments. We offered to send another crew out to pickup the items that didn't fit onto the truck at a discounted rate, which they denied as they had already contacted another company. We spent a total of FIVE days attempting to reach a resolution without having received payment, depsite Mr. ***** agreeing to provide payment at the completion of the move. As stated and agreed to on the attached copy of the Sales Order, Mr. ***** signed acknowleding that the move had been completed. We will honor the refund of $318.75 as proposed by *********** should that resolve the matter and result in Mr. ***** and Ms. ****** removing the online reviews. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22244233
  
  I am rejecting this response because:

  ***** did not sign the paperwork that they attached as evidence.  At the end of the move he told the lead man, Alpha, that he would not sign anything because he needed to talk to the office.  Alpha said he understood and was fine with that.  The only thing ***** ever signed was the moving agreement.  We did not authorize that payment.  That is fraudulent. 

  The reduction in price was because one of their movers got injured and they only had 3 men noth 4 men working for awhile.  We were told repeatedly that they would talk to us before running the card.  On Saturday he told me it was $2700.  We never could get them back on the ohone to talk.  The first we heard of the $3487.78 was when it showed up on our credit card bill.

  We are willing to be reasonable and pay what we owe but this is not it.  We did not authorize that.  They used a signature from another document.  This is unacceptable.

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

  Business Response

  Date: 09/17/2024

  Good morning. With all do respect, the ************** Agreement and the Sales Order Sheet are completed using two completely separate applications and it's impossible to transfer one signature from one application to another. The allegation that the document wasn't signed or doctored in anyway is simply false. Regarding the disbursement, the refund has already been issued in the agreed upon amount and the transaction has been posted within the account. As stated in our previous response, ****** accepted the offer and the refund has been processed. Our position has not changed, we processed the refund in the amount ****** agreed to, despite the Sales Order showing multiple signatures agreeing to the full amount and we consider the matter closed. 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22244233
  
  I am rejecting this response because:

  I firmly disagree with every step of this process from Two Men and a Truck.  We understand that accidents happen and sometimes service is not up to the usual standard.  That is okay!  As long as the company works with integrity to help solve the problem.  At every turn they showed a lack of integrity and transparency.  We have lost too much time, money, and sleep over this.  I am incredibly disappointed but accept that we will receive nothing-- no apology or acknowledgement of wrongdoing and certainly no money.  However, I feel deeply that their rating on BBB should be impacted.  Again, based mainly on the response to a mistake.  If they had been transparent with us and willing to take responsibility for many mistakes we would have been happy to compensate them for the work done.  We believe in treating workers fairly and paying for their time.  My issue is with the follow ups.  I have attached the only paper that ***** signed.  The papers they have once again attached are forgeries.  We hope that the financial and emotional hardships that we have experienced because of this experience do not happen to other customers.  ******************** is a trusted source of information and we are grateful that they reached out to the business.  

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

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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.

  1) Prior to our move, we twice asked TMAAT if the 26 ft truck in their quote was big enough to carry all our items. ***** said yes both times. To make double sure, we had TMAAT come do its own inventory of our items. And again, ***** said the 26 ft truck was sufficient. On moving day, our items did not fit in the truck. Over $1000 of items were left behind. Despite TMAAT doing the inventory, itself, and three times promising that the inventory would fit in the truck, TMAAT refuses to reimburse us for the items it did not move.2) During the move, TMAAT damaged our treadmill. We purchased a policy to be reimbursed the value of the item or the cost of repairs, and TMAAT even instructed us to get a quote from a repair tech. We got the quote, sent it to TMAAT - and then TMAAT told us that the treadmill has a value of $0 and that TMAAT would not pay us. ***** seems to be arbitrarily valuing higher priced items at $0 - which makes the policy we bought fraudulent.I contacted both the franchise and corporate office about these concerns numerous times over the course of a month. ***** ****** ***** ******* etc. refuse to help. I even offered not to pursue the costs of the left behind items if TMAAT would simply honor the policy we purchased and pay for the treadmill repairs. That would split the costs, even though ***** is responsible for all of them. But ***** refused that agreement, as well.After a month of no progress trying to get ***** to honor the terms of its contract, I have filed a payment dispute with the credit card company. Perhaps that will resolve things; perhaps not. But why would a business even let things get to that point when all its customer is asking is for a fair way to resolve mistakes made by the business itself?

  Customer Answer

  Date: 09/13/2023

  Good morning.  Thank you for your assistance in this matter.  Attached please find three documents.  1) The agreement signed with the movers.  As you will see, the movers compiled their own inventory based on their own in-person inspection of our home.  This renders their claims about an incorrect inventory rather absurd. 2) The inventory that the movers had us put together the day of the move.  Even though the movers accepted this inventory, they later refused to sign it and turn it over to us when they arrived at our new residence because they did not transport all the articles on it and "did not want to get in trouble."  Separately, I have a list of 15 items the movers did not move and which are left behind.  3) The valuation policy we purchased from the movers which they are refusing to honor except with the absurd and valuation of our high price goods as having $0 value.  If helpful, I am also happy to provide the quote for repairs to the treadmill the movers damaged and then requested we get from a service tech. We moved from ****************************************************************************** to *******************************************************************************  The total cost of the move, I believe, was $5300 + $112 for the valuation policy + a smaller amount for packing assistance in our kitchen.  

  Business Response

  Date: 09/14/2023

  Good morning,

  The damaged item *** ****** is referencing is a treadmill purchased 11 years ago for $1,906.00. That information was provided by *** ****** himself. As stated in the ************** Agreement (attached for you review) in the event an item is damaged, TWO MEN AND A TRUCK reimburses at actual cash value. As outlined in a settlement proposal sent to *** ****** and *** **** on 9/11/2023 (also attached) athletic equipment such as a treadmill depreciates at 20% per year. After factoring in depreciation, the treadmill holds an actual cash value of $0.00. Despite that being the case, we offered $100.00 disbursement in an effort to improve *** ****** and *** ****** overall experience with TWO MEN AND A TRUCK. We have not received a response to date. 

  Regarding the claim that items weren't loaded onto the truck, I've attached a copy of the Sales Order Sheet signed by *** **** (who scheduled the move, not *** ******* multiple times. Please review page two where *** **** initialed stating that "A finale walk through has been completed and all requested items are loaded on the truck." and again agreeing that "I confirm all service has been completed.". *** ****** and *** **** signed an agreement to move items from *************, MD to ******, **** utilizing one moving truck. We provided exactly that and loaded all requested items as the customer *** **** acknowledged when signing the attached Sales Order. 

  In total, we have offered a disbursement settlement of $340.00. *** ****** is demanding that we pay $1,500 to repair an item he purchased 11 years ago for a total of $1,900.00. I remain confident that the settlement proposal meets and even exceeds our obligation as currently constructed. Having said that, as a result of *** ****** submitting a credit card dispute, the settlement proposal will be suspended as payment must be received in full before any damages will be honored, as outlined in the ************** Agreement (attached for your review).

  Thank you for your time and I look forward to hearing from you soon.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20586741
  
  I am rejecting this response because:

  Good morning.  Unfortunately, TMAAT's response is incorrect on several key points.

  1) We signed the "final walk through..." sheet TMAAT referenced, but only because TMAAT threatened to unload the truck and not move any of our property if we did not sign then.  We told both the movers and, via their phone, **************** that we were signing this document under duress and therefore not agreeing to its terms.

  2) Similarly, we signed the "service has been completed" document only because TMAAT refused to release our property otherwise.  Again, we explained that we were signing this document under duress and therefore not agreeing to its terms.

  3) TMAAT's response does not address the fact that TMAAT, itself, made the inventory of our property and then failed to move those items.

  4) TMAAT's response does not address the fact that we three times asked **************** if all our property could fit on one truck, and each time TMAAT said it would.

  5) TMAAT's response does not address the day-of inventory that TMAAT had us make, that TMAAT's movers took possession of, and that TMAAT's movers then refused to sign and return to us because they failed to move the items on that day-of inventory.  Fortunately, I took a picture of this document and have submitted it to the BBB.

  6) TMAAT's replacement policy is for full valuation of a damaged item.  This implies a "reasonable person" valuation of any item shall be made, which would take into account the functionality of a piece of equipment prior to TMAAT's damaging it.  To arbitrarily value an expensive piece of equipment at $0 is unreasonable and effectively renders TMAAT's valuation policy fraudulent.

  7) We are not requesting $1500 in repairs for the treadmill TMAAT damaged.  We are requesting 1) $150.35 which was the cost of having a service tech come to our house and give a quote for repairs - a charge TMAAT already agreed in writing to pay; 2) $1376.96 which is the cost of the repairs according to the quote that TMAAT, itself, instructed us to get.

  In short: 1) TMAAT, itself, inventoried the property it needed to move, and then did not move it; 2) TMAAT had us do a day-of inventory of the property it needed to move, and did not move it; 3) TMAAT repeatedly disregarded our warnings that our property might not fit on its truck and now expects us to bear that cost of that mistake; 4) the only "acceptance" documents we signed were signed under duress because of *****'s threats not to move at least some of our property and not to release that property to us after moving it; 5) TMAAT damaged our property and is not honoring its replacement policy, despite our following TMAAT's own instructions for getting that property replaced.

  Legalities aside, this is a simple business case: TMAAT said it would move all our stuff and didn't and it also broke the most expensive it did move.  That's bad business practice which has harmed its customer. TMAAT should do the right thing and make amends by compensating us appropriately.

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

  Business Response

  Date: 09/19/2023

  In response to customer statement please see the details below.

  1) There was no threat to the customer regarding "unloading of the **********************". We simply made the customer aware we could not fit any additional items in the truck on site and if they decided to cancel the move due to capacity issues with the truck then we could unload the truck and cancel their move.

  2) Again, there was not a threat to the customer as this document is presented to the customer following the completion of the move to ensure all customer property has been removed from our truck and placed into the customer's new home.

  3) Regardless of the inventory list the estimated capacity is just that an estimate. The space available in a truck is fixed and if all the space has been utilized additional items cannot fit. All of our trucks are the same size, so it is not as if we used a truck based upon the estimate.

  4) Again, the information provided the customer was an estimate based upon an inventory list.

  5) There was no refusal to move any items, the items would not fit into the truck.

  6) The valuation is very clear that items are replaced at the actual cash value. Similar to auto insurance if you have a car that is 15 years old you will not receive replacement cost for a car at current prices but at the cash value of the 15-year-old car.

  7) As stated in the ************** Agreement TWO MEN AND A TRUCK can either repair or replaced damaged items. The treadmill was depreciated based upon the age and as provided by ******************* an industry leader in depreciation and insurance claims.

  Simply put the items for this customer would not fit in our ********************** and any attempt to force these items would have resulted in damages. We responded to the customers damage claim for the treadmill by requesting a quote for repair. After receiving the quote, the cost of repair far exceeds the value of the treadmill. Per our ************** Agreement, signed by the customer, we elected not to repair the item and provide replacement value. We will certainly provide the customer a refund for the cost of the quote for repair, $150.35 but stand firm on the replacement value of the treadmill.

   

   

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20586741
  
  I am rejecting this response because:

  I am glad to see that TMAAT has finally admitted its truck could not fit the inventory of our property that TMAAT, itself, made.  This admission has been made in points 3) and 4) of TMAAT's response.  It is a welcome change from *****'s earlier, false insistence that TMAAT had been provided an incorrect inventory.  Nonetheless, this admission does not resolve the underlying issue: TMAAT knew exactly what property it had to move and failed to move it.  Nor does it address the fact that we three times warned TMAAT that its truck might not fit our property, and each time TMAAT insisted that its truck was sufficient and all of our property would be moved, thereby verbally contracting to move all our property.
  

  Additionally, TMAAT's denials in points 1) and 2) of its response are false.  Prior to departure, TMAAT literally began to unload our property, and the movers said they had been instructed by their supervisor to remove items that TMAAT was falsely claiming were not on its inventory.  TMAAT never offered cancellation or refund of our deposit as an option.  And upon arrival, TMAAT required the document to be signed in order to release our property.  These actions were obvious threats -basically, "sign or you don't get anything moved and we keep your deposit" and "sign or you don't get your property."   
  

  I am glad to see that TMAAT is no longer exaggerating the value of our claim for the treadmill, admitting that part of our claim is the cost of the quote that TMAAT, itself, instructed us to get.  However, its assertion that the damaged item has no value is incorrect.  First, the website TMAAT, itself, references under its point 7) says An [exercise equipment] item that is still in use and functional for its intended purpose should not be depreciated beyond 90%. That means the absolute minimum value of the treadmill is $190, not $0 as TMAAT has claimed.Furthermore, other websites offer far higher valuations for used treadmills.  For example, ********************************************************************************* reports that a used, functional LifeSpan TR1200i a model similar to ours, but lower end is commonly sold used for $600-$700, which is actually close to its retail price.  Again, ***** needs to offer a reasonable valuation, not one below what even its preferred website gives; to do otherwise renders its valuation policy inherently worthless and therefore fraudulent.
  

  I will continue to remind TMAAT that we have generously offered to accept in compensation either the replacement value of the items TMAAT failed to move or the cost of repairing the treadmill.  We are rightfully due both,but in order to resolve this dispute amicably, we will accept either.  However, ****** refusal to provide any reasonable compensation for its errors forces us to continue pressing our claim through all available avenues.
  

  In short, TMAAT agreed to move all our property and didnt; and it broke the most expensive of the items it did move.  All we want is fair compensation.  A company that cares about its customers and its reputation would readily provide as much.  We hope TMAAT is that type of company.
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  Date:08/07/2023

  Type:Billing 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.

  On 2/15/23 we used Two Men and A Truck to move our belongings from a storage unit in ********, MD to our new house in *****, **. They overcharged us for the move. The drivers purposely took a longer route to get to our house resulting in an extra charge of 3 hours there and back. We left the storage facility at the same time as the movers and got to the house 1.5 hours ahead of them. They stopped for lunch and did not remove that from the bill. When they got to our house they were so high that we could smell the weed wafting off of them. They broke a ********, put a hole in the wall, broke boxes, and ripped the underneath of the couch. I called the next day (2/16) to notify them of the concerns and they told me we still owed money even though we had already paid more than we were supposed to. I told them that I do not authorize them to charge my card and while I was on the call I got a notification from my credit card that it was charged more. They then sent over a bill with my signature on it dated 2/16 which I did not sign, they took my digital signature and forged it, saying I agreed to pay the higher amount. On that bill they listed items we never used from them like a mattress cover (we had 1 bed and it was stored with a cover, boxes we didn't use (we purchased 1 box from them and they listed more)). I filed a fraud alert with my credit card company but because they submitted a forged document the company sided with Two Men and a Truck. On the 15th when the men were leaving I had them call the office because I thought the bill was incorrect and nobody answered and they would not leave till I made the payment so I was forced to pay something I didn't agree with. The movers also told me they charge from when they get to the company location but the person I made the reservation with told me they charge from when they leave the company to the job site so I was charged for them not working then. I want the 2 charges on my credit card refunded that I am disputing.

  Business Response

  Date: 08/10/2023

  Good afternoon,

  Please see the attached Pre-Move Confirmation Letter sent and signed by Ms. ****** on 2/7/2023. As shown and agreed to, Ms. ****** received an estimate of 8.25-10.25 hours with a range of $1,877.50-$2,297.50. As Ms. ****** stated, she was billed for a total of 9.25 hours, totaling $2,253.68, both within the estimate and range provided days prior. Also stated in the Pre-Move Confirmation Letter, as well as the ************** Agreement attached for your review and signed by Ms. ****** the morning of the move, we begin billing when the crew dispatches our office, 8:15am in Ms. ******** case and end the billing based on the crew's estimated arrival time back to the office. The crew returned to our office at 6:15pm totaling 10 hours. The crew removed a total of 45mins for downtime and eating lunch, resulting in a bill presented to Ms. ****** totaling 9.25 hours. 

  On 2/16/2023, a member of our management team, ****** ***** spoke with Ms. ****** regarding some wall damage. We attempted to send a contractor that we work closely with to repair the damaged wall at our expense. It was then that Ms. ****** declined and stated that she would not be paying her bill, will file a credit card dispute and alert the BBB. No other damages were reported. 

  We will again, extend the offer to have a professional repair technician repair the wall damage at our expense, but feel as though no further concessions/refund is necessary. Thank you for your time and I look forward to hearing from you. 

   

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20432715
  
  I am rejecting this response because: not only are the hours incorrect because your drivers were instructed to take a route that was longer on purpose to charge more but you also charged us for items we did not use from you like a mattress cover and other items listed on the final bill. The total amount you charged was more than what you are listing. You sent me a form dated 2/16 with my signature on it (which I never signed because I only signed on 2/15) saying I agreed to pay $2300 for the move. You also did not subtract the $100 deposit that I prepaid. Attached is the form with my signature on 2/16 that I never agreed to showing the total over the amount you are saying and includes the items we never used from you. We purchased 1 box which the movers told us would be $16. We were also never told we would have a fuel surcharge. The quote we were given was for the total move was $2,089 for 8.45 hours which we were also told that it most likely wouldn't take them that long. And it wouldn't have if they took interstate 95 (which is a truck approved route) instead of all the back roads which added an extra 3 hours and even the drivers agreed with us that they should not have been taken this strange route. I am agreeing to pay the $2,089 but no more because we were overcharged for time as well as for items we never used. And they are saying we were charged starting from 8:15am but when the drivers were here they put in 7am and I even asked them about it because I said I thought we were charged from the time you started the job and they said no, we charge from when we get to the office. They were training someone and were explaining it to them. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/14/2023

  Good morning. Ms. ****** was notified of the billing days prior. The route taken was the route provided from our truck specific GPS system, which was created by our **************** This system was created to help ensure the safety of our employees, trucks and other drivers. The accusation that we in any way took a longer route to extend the time is baseless and simply untrue. Again, the estimate Ms. ****** received was for a total of 8.75-10.75hours with a range of $2,089.50-$2,509.50. Ms. ****** was charged for total of 9.25 hours totaling $2,253.68 (including the deposit as shown in the itemized invoice), which are both well within the estimate provided. 

  I will remove a total of $56.40 from the bill, as this is the total for all supplies, including the tape and 2 boxes that Ms. ****** did use. Aside from this refund, we remain confident in our position and hope Ms. ****** finds this agreeable, as no further concessions will be made. Once Ms. ****** provides a response, I will be happy to process the refund, which is typically reflected in the account within ********. 

  Please let me know how you'd like to proceed. Have a great day and I look forward to hearing from you.

  Customer Answer

  Date: 08/21/2023

  I will take the refund for the amount they listed however we only used 1 box, not 2 so they are still accusing us of things that are not true. The drivers themselves said they do not know why they were taken all back roads instead of 95 which should have been the route for the delivery. They said they don't normally take those country roads so that is also a true statement that the route was not the correct one they should have used. 95 is completely safe and the drivers even said some of the roads they were taken on were a bit sketchy. I would also like them to acknowledge that they forged my signature on a document dated 2/16. I only signed items on the day of the move, not after. This is a violation to put my signature on something saying I agree to pay $2300 when I never did. 

  I would also like to mention that they never tried to send someone to fix the damage to the house the movers made. They never gave me anyone's name to contact to come to the house and look at it on their dime. If they had, we would have had them come out to fix the hole in the wall and the broken ********. 

  I do apologize for not responding last week. I was out of town.

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of Move: 7/20/2022 Cost of Move: $1013.05 Paid for Full Valuation of items ($60) Teal Dresser was dropped during the move. Dresser was 1 year old and cost $1599 - 7/22 Reported damages to Two Men and a Truck (TM&T). Was offered to hire my own furniture technician or use the one they contracted (Doug) - 7/28 First contact with Doug - 11/22 Dresser picked up - 1/09 Dresser returned - 1/15 Doug returned for final touch ups - 1/17 Followed up with Jake - After months of back and forth with Doug, we were told the dresser could not be repaired because of the damage to the laminate surface and the unique color of the piece. When I reached out to Jake to ask for next steps I was offered the cost of repair, $100. I let Jake know that would not solve the problem, if I could repair the dresser I would but I was told by Doug that it is irreparable. Jake offered $200. Jake cited the color match as the only reason it couldn't be fixed and that TM&T had no obligation to do anything more for me. My biggest mistake was hiring a furniture medic who works through TM&T because as a result Doug could not advocate for me. The whole situation has been twisted to benefit TM&T. We were being told one thing by Doug that did not align with TM&T's justification of the $100. After Doug spoke with Jake, the story changed. I am also being told "that my husband was happy with the work". My partner Marcus has been involved in the process, communicating with Doug and being on site for final touch ups. He told Doug we were not satisfied with the work and notated it on the final paperwork. TM&T is trying to prove their claim by citing what they've been told by Doug as fact while dismissing what we've been told by him. In the end, I contracted and paid TM&T for their services and I am left with a $1600 dresser that can not be repaired and a promise of $200. I am attaching all that I have, including my timeline of events, before and after pictures, and communication I have with both Doug and Jake.

  Business Response

  Date: 02/07/2023

  Good afternoon,

  On July 20th, 2022, I sent an email (attached) to Ms. Olson detailing the claim process. In said email, I explained that we allow our customer's to select a vendor of their choosing to perform the repairs to ensure that they're satisfied with the final repair. I also included contact information for a vendor we work closely. After attempting to receive an estimate from West Elm, Ms. Olson elected to use the referred vendor, Mr. Doug Wherle. Mr. Doug was able to perform all repairs with exception of the teal dresser in question. Mr. Doug stated that if not for the difficult color match, the repair would be simple. Mr. Doug stated that he explained this to Ms. Olson and went on the say that the damage caused to the dresser in no way affected the structural integrity of the item. Mr. Doug stated that had he performed the repair, it wouldn't have cost more than $75.00. After Mr. Doug provided that information, I shared with Ms. Olson and offered a disbursement settlement in the amount of $100.00, exceeding the $75.00 the repair would have cost if not for the difficult color. Ms. Olson declined. I then doubled the proposed offer to $200.00. Ms. Olson declined. I've attached photos of the damaged dresser provided from Ms. Olson for review. I've also included a photo of the message Ms. Olson returned at 2:12pm following the completion of the move, stating how happy she was with the overall experience despite the damaged dresser. 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: ********
  
  I am rejecting this response because: It does not solve the issue of a damaged dresser.

  As I said in my initial complaint if I could have the dresser fixed for the $75 repair fee I would be glad to do so but I was made aware by Doug that it was not possible. A $200 compensation will not help me replace my damaged $1600 item. We paid extra with Two Men and a Truck for Full Valuation of our items in case something was damaged. I'm failing to understand what that additional insurance was for if they aren't willing to do the right thing and compensate for the damages. 

  Our day of moving crew was fantastic, I have no complaints with them. The dresser was dropped, but accidents happen and it is the responsibility of Two Men and a Truck to do the right thing when a mistake is made by their crew. That is why we chose to work with Two Men and a Truck, they seemed to take pride in their customer service. But I am very disappointed with how our case has been handled and how we've been treated in the process. 
  
  Sincerely,
  
  Jacqueline *****

  Business Response

  Date: 02/28/2023

  Good afternoon,

  As previously stated, the current proposal far exceeds what the repair would cost. The damaged item in question is still structurally sound and is fully functional, as confirmed by the repair vendor that visited Ms. Olson. While I understand that the damages did occur while the piece was in our immediate care a custody, the damages are minor and would be repairable if not for the difficult color match. In the Moving Service Agreement signed by Ms. Olson the day of the move, it states that when selecting Full Valuation as Ms. Olson did, lost or damaged items are reimbursed at actual cash value OR $3.50/lb if actual cash value cannot be agreed upon. Given that the scratches are indeed repairable and the only thing preventing that outcome is the color of the item, I would suggest we go that route. Using the information Ms. Olson provided, the website states that the piece weights 154.32lbs (photo attached). This would result in a $540.12 disbursement check made payable to Ms. Olson. 
  
  I sincerely apologize for the damage to the item and any inconvenience caused as a result. As the repair vendor stated, if the color was so difficult to match, the repairs would have been completed long ago. With that said, we have accepted responsibility and feel as though this is a fair settlement proposal. Thank you for your time and I look forward to hearing from you. 

   

  Business Response

  Date: 03/14/2023

  Good afternoon,
  As previously stated, the current proposal far exceeds what the repair would cost. The damaged item in question is still structurally sound and is fully functional, as confirmed by the repair vendor that visited Ms. Olson. While I understand that the damages did occur while the piece was in our immediate care a custody, the damages are minor and would be repairable if not for the difficult color match. In the Moving Service Agreement signed by Ms. Olson the day of the move, it states that when selecting Full Valuation as Ms. Olson did, lost or damaged items are reimbursed at actual cash value OR $3.50/lb if actual cash value cannot be agreed upon. Given that the scratches are indeed repairable and the only thing preventing that outcome is the color of the item, I would suggest we go that route. Using the information Ms. Olson provided, the website states that the piece weights 154.32lbs (photo attached). This would result in a $540.12 disbursement check made payable to Ms. Olson. 
  
  I sincerely apologize for the damage to the item and any inconvenience caused as a result. As the repair vendor stated, if the color was so difficult to match, the repairs would have been completed long ago. With that said, we have accepted responsibility and feel as though this is a fair settlement proposal. Thank you for your time and I look forward to hearing from you. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: ********
  I am rejecting this response because:

  Thank you for your reply, I am sincerely relieved to know Two Men and a Truck is accepting responsibility for the damage and I wish that had been done from the start. I do have one follow up question that I need clarification on before I accept the proposal. Where in the contract does it outline the $3.50/lb valuation terms for Full Valuation? In our contract, there is no information on what “Full Valuation” means and the only price per pound stated is in regards to high value items being in excess of $100/lb. The contract is unclear - based on the terms provided I would assume something not listed as high value could be valued at $99/lb, not $3.50/lb. I also could not find anywhere on your website what Full Valuation actually means. I did see a note under an FAQ about additional valuation that says “We will ask you to sign an acknowledgement for the valuation coverage you choose so we both understand your express selection of that level of valuation.” I cannot find in my records any such contract but if it got lost in email I would appreciate a copy of the terms with my signature. I am attaching again here our signed contract. Just looking for clarification. 

  
  Sincerely,
  
  Jacqueline *****

  Business Response

  Date: 03/22/2023

  Good morning Ms. Olson. I've included a photo of your Moving Service Agreement and highlighted the requested information. Once reviewed, please confirm your mailing address and name you'd like to appear on the disbursement check, and a check will be issued in the agreed upon amount. 

  
  I thank you for your time and I'm happy we could reach an agreeable resolution. Have a great day and I look forward to hearing from you. 

  Customer Answer

  Date: 03/22/2023

   
  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.
  

  Thank you for the clarification in regards to the valuation terms - that was not something I received in email or it may have gotten lost along the way. 

   

  A disbursement check can be sent to:

   

  Jacqueline ***** *** * ******* ** ********** ** *****
  

  And I understand it will be in the agreed upon amount of $540.12 because of the $3.50/lb valuation terms. Thank you again for accepting responsibility for the damage. It is unfortunate that I had to go through BBB to reach a solution but I am happy with this outcome and can move forward from here.

  
  Sincerely,
  
  Jacqueline *****

• Initial Complaint

  Date:10/16/2022

  Type:Product 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 2men and truck to inquiry about a storage and junk removal price the lady I spike with sent me a quote for junk removal and to storage move. I explain to her I was not sure if I wanted to do both but she said that if on the day I move I could change my mind about the junk. So I paid $100 deposit and was price of $175 per hour. When the two movers showed up, they had a 3rd person. They only move my head board queen mattress 5 boxes 5 suitcases and a tv but they changed me for according to the quote and charges me $700 for moving in room of furniture to a storage that was 6 miles from mg place. When I tried to dispute the charge before paying the guy threaten me to increase my payment if I didn't sign. They took my $100 deposit and charged me additional $587 for a one room move. They even charge me for fuel and mattress cover when I did my on packing and wrapped my own mattress with tape and cover

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/10/18) */ Ms. ***** was quoted $857.50-$1,207.50 for her move based upon the inventory list she provided and including the mileage. The pricing was provided to her via a pre-move letter emailed to her on 7/5/2022 at 11:35 AM detailing all information discussed regarding her move scheduled for 7/8/2022. On 7/8/2022 Ms. ***** received an additional Mover that was in training at NO COST in addition to the 2-man crew requested. Her move that was quoted at $857.50 totaled 668.85, $188.65 BELOW the estimate provided on 7/5/2022. I am unsure how Ms. ***** can have a billing complaint when the job she contracted us to perform for $857.50 was completed for $668.85. Attached please find a copy of the pre-move letter and signed Sales Order reflecting the quoted amount and billed amounts for Ms. ***** move. Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The pre-move list included items that were not moved. Upon setting up the pre-move, I inquired about junk removal and was given a total of $857- 1027 and was told that if I decided to have those items moved, it would already be calculated. However, on the day of the move, I did not remove the junk items, for instance, the tv console and sofa. Instead, I only removed the things that I placed in storage. You are going by the pre-moved list, but all of those items were not removed; that's why the price is lower than the one quoted because I did not have that many things. As you can see in the attachment, I paid for those items to be removed by another company. Lastly, I did not ask for three movers because I packaged and wrapped my belongings, and I only had a queen mattress set headboard, small dresses, tv, and the items were suitcases with rollers that I rolled out myself. I also would like a refund for the king mattress cover you charged me on my bill that I never requested, and I didn't have a king-size bed. Consumer Response /* (3000, 9, 2022/10/19) */ ***Document Attached*** This company is a scanner and took advantage of my situation as a soldier going on a deployment. Here's the list of items that I inquiry about but not all these items were moved. I was quoted price to have some items to be remove as junk and the other items to be taken to storage. Again, all the items were not removed. Also, the drivers so called got lost on the way to the storage and it toon them an additional 45 minutes to get to the storage facility that was only 6 miles from the apartment. I had to call customer service to ask where are the movers Business Response /* (4000, 11, 2022/10/21) */ I can assure you that our business does not take advantage of military members on the contrary we serve many service members, employ many former service members and provide military discounts to service members. The king-size mattress bag is the only size we utilize as this will accommodate every size mattress. If you did not utilize our mattress bag, I would certainly be happy to provide a refund in the amount of $11.00. Additionally, this is the first mention of our truck getting lost going to your storage facility. This can easily be verified by GPS which monitors all our vehicles and I have provided the information as an attachment indicating it took 39 minutes for our truck to travel 9.6 miles in downtown Baltimore to your storage facility. Once again, I am disappointed we failed to meet your expectations and would be happy to discuss any additional issues with you directly. I can be reached at XXX-XXX-XXXX extension **** Consumer Response /* (4200, 13, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please explain how a storage move for the amount of items I had would come close to XXX-XXXX. On the receipt it states 175/per hour and it took 3 hours that don't even equal $800 but you try to justify the quoted price by adding ridiculous fuel cost, mattress cover, and etc. You are ignoring the fact that I was quoted that high price because I inquiry about junk removal. I want you to pull the phone record for that day I was quoted for storage and junk removal. Even better list the items that you moved to the storage. I paid just as much to remove junk than I did for your service. It doesn't not add up. I am asking that you reimburse me for the overcharge. You stated $175×3.2 per hour but I paid $700. It just don't add up. For the record it does not take 40 minutes to travel from 114 east Lexington street to the storage facility located at **** ******* street extra space storage. Also, I drove to the facility departed the same time as the moving truck but the movers arrived 40 min later. It doesn't make sense or sound ethical. Business Response /* (4000, 15, 2022/10/28) */ Attached are both the pre-move letter reflecting the quoted price and the description of services. Additionally, the Sales Order for your move/services with your signature and initials reflected 11 times indicating your satisfaction and acknowledgment of the costs associated with your move. Finally, the Moving Service Agreement presented PRIOR to beginning your move is also attached with your signature indicating that you are billed from the time the crew leaves the depot until the time the crew returns to the depot. EVERYTHING was presented to the customer PRIOR to beginning her move and she was fully aware of ALL costs associated with the execution of her move. There is no mention of junk removal services as this was booked as a move ONLY. Consumer Response /* (4200, 17, 2022/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) You have items listed that were not removed. Where's the recording of the conversation between the female sales rep? I will continue to dispute the amount you charged until it's corrected with $175 per hour, as stated on the paperwork. I was not informed on fuel cost, mattresses cover, additional time for travel. I am appalled that you failed to mention that I disputed the cost on the spot however, I was threaten to sign or my cost would continue to go up the more time I took to sign. I will continue to dispute even if I have to go to consumer rights, credit card company DOJ, or whoever it takes. Business Response /* (4000, 19, 2022/11/08) */ Again, I do not understand why this continues to be discussed. I have provided the pre-move letter that was provided to Ms. ***** on 7/5/2022, 3 days PRIOR to her scheduled move on 7/8/2022. In the pre-move letter I have highlighted the hourly rate of $175.00/hour and the fuel cost associated with her move. I have also provided the Moving Service agreement provided and signed by Ms. ***** BEFORE the move started on 7/8/2022 indicating that the time used to calculate billing begins when the truck leaves the office and ends when the truck returns to the office. I have included these documents with the referenced statements highlighted. At this point I am unsure what additional evidence I can provide to satisfy the accusations presented by Ms. *****. Consumer Response /* (4200, 21, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again I was overcharged. As noted, 175 per hour was quoted for 3 hours, and I was charged over $700 in addition to a $100 deposit. 175x3.5 does not equal 700. Also, you charged me for items that were not removed .ie sofa, chair, bar stool, tv stand, and more. According to my calculations it's an overcharge. Business Response /* (4000, 23, 2022/11/11) */ Your bill for 3.25 hours totaled $666.85. I have included a screenshot of your sales order with all billing highlighted. As for being billed for items not moved that is also incorrect. You are billed based on time, not items so the more time spent performing a move the more the associated cost. You were billed $175.00/hour for 3.25 hours. Additionally, there is a travel charge of $40.00, a valuation charge of $30.00 (selected by you), boxes/supplies for $28.10, and a sales tax of $1.69. Your $100.00 deposit is deducted leaving a balance due of $568.54.

• Initial Complaint

  Date:07/08/2022

  Type:Billing 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.

  On June 28, 2022, this moving company arrived to perform a scheduled junk removal service. They provided me with a quote of $169 and confirmed on site that $169 would be the flat fee prior to rendering services. They were given a $100 deposit prior to starting the service and they were given a credit card and authorized to charge the remaining $69 at the conclusion of services. For some reason, this company took the credit card number, took the signature of cardholder, but did not actually charge the remaining $69. I have attached proof of this under the document titled "Authorized Agreement." It has only been 10 days, and they have called me several times threatening to send my bill to collections because they did not follow through on charging the card. When I spoke to the operations manager, he told me that my flat rate was changed to $269, and that my remaining balance was $169 after my deposit applied. He then sent me a sales invoice for $269 as proof, despite this not being the original agreement and despite it not being signed by me or given to me for approval prior. I have attached and titled this document as "Unauthorized Invoice." They are claiming that I am refusing to pay and that is why it is going to collections, however I am happy to pay the agreed upon amount and offered to give the credit card number again for the remaining $69. On the day of the move, the movers confirmed a flat fee of only $169, signed off on it, and then changed it after taking the credit card. The manager explained that the movers wanted to charge an additional $100 because they miscalculated the space they needed in the truck. I do not think it is right that they tried to charge more than the agreed fee in my absence (I was not physically present). It is not right that they claim they were never given a card when it is shown on the "Authorized Agreement" that they were. I did not sign or approve this new estimate of $269. A flat fee should be a flat fee.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/11) */ Ms. ******* is understandably confused by the billing issue. The Junk removal quote provided was a flat fee in the amount of $169.00. Ms. ******* provided a $100.00 deposit at the time of booking that was deducted from the total flat fee cost of $169.00 leaving a balance due of $69.00. Upon completion of the Junk removal service, the on-site tablet used to generate the Sales Order reflected the flat fee rate of $169.00 but did not reflect the deposit received resulting in a balance due of $169.00. This resulted in the understandable confusion Ms. ******* had and as a result our billing department began following up on any outstanding balances. This billing error has been corrected and Ms. *******'s balance has been corrected. Additionally, no reporting was made to the credit reporting agencies and there will be no further calls to collect and balance. Business Response /* (1000, 8, 2022/07/11) */ ***Document Attached***

• Initial Complaint

  Date:06/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Two Men and a Truck moved me on May 27, 2022. The movers arrived on time, but their skill in moving appeared to decline as the move proceeded. I was charged $280 per hour for 4 movers. However, we may have had only 3 at any one time. One mover left mid-move indicating that he had a family emergency. The move was quoted to take 4-6 hours and it took nearly 12 hours my estimate was nearly doubled from $1800 to $3000. They also made had several damages: a hole in the closet door, scratches on the hardwood floor, a hole in the girl's bedroom, a broken glass door on my vintage china closet made in Italy as well as a chip on the matching dining table, and to top everything off they appeared under the influence of either drugs or alcohol. At the conclusion of the move, they indicated that the broken china closet could not be moved up the stairs while one of the movers proceeded to roll a joint (marijuana) on the china closet hutch. I believe if the movers had the skill and were not high, I probably would have a more successful move. I have tried on several occasions to speak with the manager, Dominic Canterbury. He said that someone would be in touch with me to repair my china closet glass door (that remains in the garage), but to date, he has ended all communication. I also purchased insurance with the company, but they have not provided clear information on how I should file a claim.

• Initial Complaint

  Date:06/07/2022

  Type:Billing 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.

  On Saturday June 4, 2022 I hired the services of Two Men and a Truck. I asked for a quote and read in the website that their was a two hour minimum. I did not get any notice or notification that the policy was different for weekends. I requested a move and provided details about what needed to be moved. This was a small local move. In fact within the same condo. I talked to the movers and they understood that it was a small local move that should not take longer than 2 hours. The movers in fact only took 1 and a half hours. When they finished their manager came out of a car and told me that I had signed an agreement and that there minimum was 4 hours on Saturdays. I was not communicated this and felt robbed. I ended up paying for 4 hours when I only used 2 hours- and they never disclosed this policy previously. I felt intimidated by the manager and paid. I would recommend to others using this company that they fraudulently use small print to make you pay excessive costs for a service that is not worth the money.

  Business Response

  Date: 06/30/2022

  Business Response /* (1000, 5, 2022/06/10) */ As reflected in the attached pre-move letter emailed to Mr. ****** on 6/1/2022 at 2:55 PM, the estimated range for his move was 4.5-6.5 hours. This range allows for the 4-hour minimum that occurs on Saturdays and is communicated during the booking process PRIOR to customer booking. Mr. ****** was charged for a total of 4 hours, 0.5 hours below the minimum reflected in the pre-move letter and communicated during booking.