Complaints

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

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  Two Men and a Truck

  10966 Gravois Industrial Ct Saint Louis, MO 63128-2032

  
• 

  Two Men and a Truck

  19 Abc Pkwy Collinsville, IL 62234-7431

  

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:03/07/2025

  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 hired them to move my indigent daughter and she lived in the city. They were there for an hour and 40 minutes. They moved a few pieces and saw a cockroach in the city. They charged me a $47.70 service charge and an additional $576.25 for not moving her, so over $600 for nothing. We had to hire another mover to move her to another apartment. My daughter is mentally ill and I was trying to help her to move. I would never recommend them to anyone because the city is full of cockroaches.I would like to get a refund.

  

  Business Response

  Date: 03/11/2025

  ******* ***** called for an estimate for a move on 1/27.  She stated that her father would call back with a CC and would be paying for the move. The move was scheduled for 1/31/25. She also ordered boxes to be delivered for the charge of $47.70.  On the day of the move the crew moved several items out of the apartment and began to notice bugs crawling out from everything.  At that time it was disclosed that she was moving out because the building is being condemned due to a cockroach infestation.  They proceeded to take the items already loaded to the new address for a total time of 1.75 hours which is what she was charged for.  Bill of Lading will be attached. We apologize for any inconvenience but we reserve the right to cancel/decline a move due to circumstances out of our control/cleanliness when we become aware of them.  We strive to ensure that our trucks and equipment stay clean for all moves/customers. 

  
  

• Initial Complaint

  Date:01/14/2025

  Type:Delivery 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 dealt with ***** with repairs, ***** who is a manager and ****** but mostly ***** about my complaint. They only refunded me a half hour $95, overcharged me on time -someone was talking on a cell phone with their girlfriend in a truck, they were not moving, one was going through my storage tote on the truck, and was told they don&#**;t mount televisions and a 5 1/2 hour move should have taken 3 to 3 1/2 hours. They put plastic on the stairs, damaged my one nightstand, titling my armoire going up the stairs and that&#**;s when the two shelves busted in the armoire, they put a rip in my couch and scuffed my coffee table, one of my end tables and a headboard in my bedroom. I would like a $95 additional refund and with the damaged furniture $500.00. The damages are more than $500 because the bedroom furniture wasn&#**;t cheap.

  

  Business Response

  Date: 01/23/2025

  A move for Ms. **** was completed by Two Men and a Truck on 9/28/24 in which totes only were moved from her location to a storage unit.  Another company/person placed her furniture items in the unit approximately 2 years ago according to Ms. *********** She then scheduled a move out of the storage unit to her new location which was completed on 1/2/2025.
  We estimated her move for all of the items at an hourly rate of $190.00 per hour and estimated to go 3.5-5.5 hours according to the locations and the inventory provided but this can vary.  Her move did take 5.5 hours and is what she was initially charged.  Our logistics manager spoke with her at length and did refund her for 30 minutes of time for customer service.  It was made clear at that time that was the only refund for time of the move that would be issued after reviewing our GPS/cameras etc.
  The armoire was in the storage unit and the only item left wrapped from the other company.  The contents or condition of the inside of the item was unknown to us.  Scuffs on top of the headboard posts were noted and photographed at the unit prior to us wrapping and moving. The night stand had a chip to the particle board on the side and repair to that was discussed as well as having our vendor look at the track of the dresser drawer while they were there.  The dresser drawer was not removed for the move and is an internal mechanical function of the piece and not a damage caused by the move.  However, we were willing to have it looked at for customer service.  The same vendor would address the smudge on the wall at the unload address.  This was all discussed with Ms. **** after the move on 1/2, 1/7, and 1/9.
  Services were provided and completed and there is not a refund found due.  Our terms are to repair first when possible and we offered to repair the items that we are responsible for only.  We are not aware where she has determined the cost of the damage repair.  She may consider reaching out to the company that moved her furniture into the storage unit. She can reach us at ************ to discuss the vendor coming out for the items we are liable for. 
  Sincerely,
  ***** *****
  Customer Care Manager
  ********************** STL

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 31 of this year I hired two men and a truck to move my items from ******************************************** to :*************************************************************************** This arrangement was made several weeks prior in the timeframe given was from 1 to 5 PM. One location to the other is for Minutes in less than 3 miles away. When the movers loaded all of my belongings they did not make it to my new location until two hours later.Once the items were brought into my apartment I start noticing the damages and made this clear to the mover. I was told before the work will be completed that the last lost screws and visible damages would be fixed. I was given an ultimatum to either pay for the work done at this time are they would have to drop everything and leave it. I submitted a $200 coupon up on my payment and was supposed to have that deducted from the total amount and it was never done. The original amount quoted was 760 and I had an option to use a $200 coupon given to me by my new apartment complex. That amount was never taken off and my bill was $900. I have been in contact with Two Men And A Truck and submitted photos of broken furniture and lost screws. No one has contacted me.

  

  Business Response

  Date: 12/13/2024

  We did a move for her on 10/31/24.  We did a follow up call the next day and she expressed concerns.  The logistics manager called and left her a message that same day.  He spoke with her on 11/5 for about 15 minutes discussing her move which ended up being disconnected by the customer.  She called in on 11/19 and spoke with her at length regarding items she listed claiming damages. We did discuss her $200 discount and that was given to her and taken off of her bill the day of the move. She stated we would need to reach out to her daughter to get photos as she is not able to send them.  Tried to reach out to her a couple of times and left messages.  Did talk to her daughter on 11/21 and sent her my info so she could send in photos and was pleased we were looking into it for her mother. On 12/9 someone called and sent in some photos but did not or would not share information on what the items actually were or what the issue was with each.  Customer was present but would not answer any questions.  We are going to send one person out to look into items but we are limited on information and he will do what he can.  We can be reached at ************  ext 3.  Thank you

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They did everything I warned them couldn't be done. My ex-husband hired them to move some things out of my home. They would not provide me with insurance information at all even though this is my house and my financial responsibility until I got an attorney involved! I warned them the attic was not safe..... Well they made the smallest guy go up there and as I am sure you can guess he fell through the ceiling! I told them nothing big will come out of the finished basement due to the stairs, the movers told my ex-husband this. He called the office and threw a fit. They called the movers and told them to get the furniture out of the basement. So, in return my walls and floor are completely torn up. They made the movers break not only company policy but also the law by taking a golf cart full of gas and oil in an enclosed trailer that is not for hazardous material. They told the movers they are fine because they are not passing a weight scale! This was being moved 4 hours away, and put the movers lives and lively hood at risk as well as all of the drivers on the road! This company does not care about their employees or anyone else who is not giving them money. They told me they would send someone out to write an estimate. I had to follow up as **** never reached out to me! Then someone showed up and just started working without my approval. The repairs on the stairwell were completed unsatisfactory. Which I was told by the contractor THEY made me use that he would be back to fix this, no word at all from anyone regarding the repairs. The customer service at 2 men and a ********************** is terrible! I have also requested attorneys fees due to having to hire an attorney to be provided the insurance information and the date and time they would be here as they would not tell me, however, they had no problem telling my attorney! They took parts of furniture that was not actually taken and have not returned these though the ** admitted this was wrong. Worst moving company ever

  

  Business Response

  Date: 10/25/2024

  This was a divorce move and we were hired by the husband to move a specific list of approved items. Parties involved were not present but had a representative present. Cannot provide any private information pertaining to this move. Items were removed from the house.  One item was in the garage attic.  Movers foot did make a hole in the ceiling and there were some scratches in the stairwell. Our vendor was contacted right away and reached out to Ms. ******** ***** by phone and text multiple times/days before connecting with her.  He did go out a couple of times to the address.  Completed the repairs along with some additional ones she mentioned he repaired out of customer service.  She was there and told him everything was good.  He invoiced us and we paid for the work.  We apologized and took responsibility for these the day of the move and followed through with the repairs accordingly.  See attached photos of completed work provided by the vendor.

  Customer Answer

  Date: 10/28/2024

  Complaint: 22410353
  
  I have reviewed the business' response and am rejecting it because:  the damage caused and not providing me insurance information has nothing to do with a divorce.   Also,  I have lived here for the past 2 years on my own!  Mr.  ***** has not even been allowed in the house per a court order!  There were no repairs completed out of customer service, this was the damage causes by your company.   You can clearly see in my photos that the garage and the stairwell have not been repaired properly.  Heck, you can even see it in the contractor photos.  When I called to report these damages I was told that your contractor would come out and write an estimate.  That did not happen.  He came out ready to work.  I received no calls from your contractor until I called.  Please have him forward copies of the calls and texts.  I never said I was happy and in fact pointed out the poorly done work in the stairwell and **** informed me he didn't have the paint with him and would come back.  The photos he took of the attic are when the paint was still wet!!!  It looks horrible!   I will get an estimate for the repairs and chose my own contactor as we discusses on the phone!  My house was damaged to to the fault of your employees.  Everyone was warned not to go in the attic.  Your employees also told you that the bubble hockey would not come up the stairs without damage.  You!!!  Told them to do it anyway.   I have spoken with the parties who were here and I was on facetime some of the time.   They will testify to all of this.  Please let me know when you will be paying my estimate and attorneys fees.  There will also be additional attorneys fees and costs if this has to go to court to get resolved.
  
  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company and explained I didn&#**;t want any service after 3 hours. I was told this was fine and was given a quote. The day they came to move everything I questioned why they were moving everything one at a time and that I only had them for 3 hours. The mover told me no, they were booked for 5 hours. I called the office and he said they had me down for 5 hours and if I didn&#**;t want that he would call the movers and have them take everything off the truck and put it back in the house. The movers also dented my furniture and the wall and closet door. I feel this company took advantage of me.

  

  Business Response

  Date: 09/09/2024

  We did a move for ******* on 7/29/24. The men arrived and began pad-wrapping *******'s items before loading them as they were trained to do. While the men were doing this, ******* thought the move was taking longer than it should because they were protecting her items. She told them that she only had us scheduled for 3 hours total. We were unaware of this. Based on the item selection she gave when scheduling the move, her job was scheduled for 3-5 hours to be completed. If ******* had told us she wanted us for only 3 hours, the men would've worked accordingly, meaning we would've taken as much of her items as possible in the time allowed. Please be mindful had we done that, we would not had got all of her belongings. ******* signed a pad release stating that she didn't want anything else pad wrapped to speed up the move. By signing this document, we are now not liable for damages to her remaining items, as she has chosen for them not to be protected. ******* never told us that she wanted to cap the move at 3 hours during scheduling. Her move went within the 3-5 hour estimate she was given. The move went 4.75 hours in total.During the post-move call, she complained about the mover's pace, and how long the move took, and said there were a few damages. We emailed her the recorded calls for her to review, so that she could see herself that she never mentioned capping her move. Out of customer service, we credited her $131 for the issues mentioned.
  
  For your records, I can provide both recorded calls. I could not attach them because the file was too large. She never told us that she wanted to cap the job at 3 hours. I have attached the release of liability form she signed the day of the move, stating that she did not want the remaining items pad wrapped as the men were loading. Please feel free to contact me if you have any further questions or concerns. I can be reached directly at **************...

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to move our house, we went through inventory together and went over the quote to make sure everything was accurate. When they got to our house they said there should be no problem getting everything loaded but they weren&#**;t able to complete the work. I expected them to put everything in the rooms in the new house but they left things in our front room. I called and asked for clarification on why the work wasn&#**;t completed correctly and they are unable to give me answers stating they did what they could. I&#**;m currently pregnant and can&#**;t move things on my own and am now having issues getting everything settled in my new home.

  

  Business Response

  Date: 05/23/2024

  Customer called to get an estimate for a move on 3/23/24. She called back and scheduled the move on 4/6/24 to take place on 4/26/24.  With the inventory submitted the move was estimated to utilize 50% of the truck and with the dwellings a ranch to a 2-story, the move was estimated to take 4-6 hours.  Our estimates are "estimates" and are hourly rates based on the information gathered from the customer. We do not do contracted moves but services are provided on an hourly rate. The time of the move is subject to change if there are parking/access issues or if the customer has additional inventory or stops, etc. A pre-move letter with all pertaining information was emailed to the customer the day the move was scheduled.  We have reviewed our recorded phone calls and the inventory we had listed was accurate to what she disclosed on the phone.  When we spoke with her to schedule the move she removed a sectional couch and kitchen table but did not add any items.

  We had a Driver supervisor and 2 movers there for this job. All items on the inventory were taken along with everything else they were able to fit until the truck was full.  All of this was loaded and moved within the original estimated time of 4-6 hours. The driver did have a conversation with her and her husband and explained all of this to them.  In order for us to provide services beyond the original estimated time the customer has to agree to additional time of services and sign a revision of estimate.  Her husband refused to sign the revision stating that they were not paying any more than the original estimate.  The men did continue to work and unloaded the truck at the new home.  They were charged for 6 hours of services but the 3 man crew did work for 30 additional minutes off the clock in order to complete the unload. We provided the services that were scheduled along with additional items moved in the cost range they were willing to pay. 
  

  

  Business Response

  Date: 05/23/2024

  On 5/16/24 a charge back from the credit card company for $600 was issued.  The charges agreed to and paid on the day of service were $1480.00. 

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired the company to move my belongings to my new home. In the course of the move, the men broke the leg off of my piano and the frame to my new sectional sofa. I emailed, called and texted the request information and pictures. The person I was speaking with (******) and said he was having a wood worker come out to inspect/fix. The wood worker was able to repair the piano leg, but said the couch was not fixable. When ****** called me after getting the report, he asked me for the receipt of my couch. I informed him it was packed in the boxes in the garage but sent him the link/screenshots of my couch, which he was fine withuntil he seen how much I paid for it. ****** called me back and said I found a fabric repair person that will fix your couch for ******. That is cheaper for me. After explaining that it wasnt a fabric issue, his employees broke the frame. If a qualified ********* said it wasnt repairable, why would I agree to have a fabric repair person fix my couch just to save them money? He literally told me too bad. When I asked to speak with someone else, I was told he was the only person I could speak with. Needless to say, we had to purchased a new couch. I just want the value of my couch. It is not my job to save the company money.

  

  Business Response

  Date: 04/05/2024

  We provided moving services for ****** on 1/15/2024. During the post move call, ****** gave me feedback regarding the move. On 1/25/24 her husband called in and explained that there were 2 damages which occurred on move day. The piano leg was broken off along with the wooden frame in the back of one piece on the sectional sofa. After speaking with ****** and receiving photos, the claims were sent to a wood vendor (Surface Experts) whom came out and inspected the items. As ****** said, he was able to repair the piano leg, but unable to repair the sofa. The reason he could not repair it was because the back fabric of the sofa needed to be removed in order to repair the wood frame, which was cracked. I spoke with ****** regarding this and asked her if she remembered how much she paid for the sofa and where it was purchased.She told me that she didn't know and the receipts could possibly be boxed up somewhere around the home. She told me that she found a brand new on line that looked similar to hers. She asked me if she could send it to me. I told her yes. In the meantime, I searched for a vendor who could repair the sofa. I sent the photos to a different vendor (******* Refinishing) whom said that he could repair it. He would just need the sofa brought to him. He went on to say that all he needed to do was remove or slide up the fabric so that he could get to the wood. His price for repair is $575. This company specializes in furniture-wood restoration.

  I explained this to ****** the following morning. She became upset as I spoke and demanded we replaced her sofa. I explained to her that the sofa is not destroyed and can be repaired, so she had the option to get it repaired, or cash settle for the amount it would cost to repair. At this point of the conversation, I was unable to speak as she said things that I found extremely rude. I never told her the vendor was a fabric person. I tried explaining that the fabric needed to be removed or slid up to repair the item. I also never told her "too bad,or it's cheaper for the business". I can provide the recording of my conversation with her. Toward the end of our conversation, ****** said that she would have her husband give me a call back. We then ended the call. A day went by and I hadn't heard from ******'s husband. I sent her a text on 2/22/24 explaining that I would be back in the office on Monday 2/26/24, and I looked forward to speaking to her husband. I left her my direct number in the text. I never heard back from ******. Please understand that the sofa isn't deemed destroyed and I am still willing to get the sofa repaired, and or cash settle for the amount of the repair. I can be reached directly at **************.... *****************************
  

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was wanting a quote for moving. Did not confirm due to them taking one price over the phone($220) and another in an email(435-700+) Did not understand what was being said over the phone. No contract accepted or signed. Was charged cancelation fee without even accepting the quote. Would like to be refunded as I did not have any acceptance or understanding

  

  Business Response

  Date: 03/09/2024

  Hello,

  Not sure this complaint is for Two Men and a Truck Lakeshore, **. We have no record of this customer in our system.

  Thank you

  

  Business Response

  Date: 03/15/2024

  ****************** contacted us for an estimate on 3/6/24 at 9 am, wanting to move on 3/8/24.  Booked during that call and confirmed all information since it was within 2 days.  We have a cancellation policy that was explained to him and he was told that if he was going to cancel the move it would have to be done by 5 pm that day. All information pertaining to the move was emailed to him on 3/6/24 at 9:59 a.m.  We received an email on 3/7/24 for the move to be cancelled.  Per our policy $250 was collected on the card given to schedule the move. 

  His girlfriend called us on 3/7 wanting the charge refunded stating he wasn't told about the charge.  Our Sales Manager reviewed the recorded phone call twice and it was clearly explained to him, he was told her would need to cancel by 5 pm to avoid fees, and it was also emailed to him, the customer.  

  The charges are valid and we have confirmed that he was provided with the same information as every customer when scheduling a move. Thank you.
  

   

• Initial Complaint

  Date:02/20/2024

  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.

  Business hired to pack and move property from condemned building. Packers did well. Movers did not. Charged for removal of items company left behind including furniture (couch/bed) and boxes. Spoke with multiple representatives. None were able to provide reasonable results. And charged for services not received.

  

  Business Response

  Date: 02/21/2024

  **************** hired Two Men and a Truck for packing and moving services. Services were provided on 2/2/2024 and 2/12/2024.  We have attached the Bill of Lading for both days of services.  Customers are only charged for time used while moving their items.  If an item does not fit or cannot be removed for various reasons, no time is used for those particular items meaning the customer is not charged for items we were not able to move. 

  Our office did reach out to her and discussed her concerns. They apologized on behalf of the company and offered her a refund of 10% on her moving services. She happily accepted this offer and stated she would use us in the future.  Another manager then spoke with her about moving the remaining boxes/items that were in her closet waiving any travel charges only paying for time used but she declined and said she would call another company.

  We have provided the services that we were hired to do and worked with her to resolve this.  There is nothing we can do further at this time. 

   

  Customer Answer

  Date: 02/23/2024

  Complaint: 21322051
  
  I am rejecting this response because:
  
  Zero qualms with packing. Packers were professional and competent. 
  The movers, specifically their lead, was unprofessional and not qualified to handle move. I had requested the same team who packed be sent to move. Initially I was told this would likely happen. Unfortunately different individuals were dispatched. The building which Two Men were aware was condemned did present some challenges. However if they were incapable of handling removal of bigger ticket items it should have been stated upfront. And their incompetence in moving is evidenced by the fact that multiple items which their folks packed on 2February were left behind. When I called to advise and provided pictures of items left behind I was told they would come back and collect items and only charge $175 hourly rate. They made the mistake and wanted me to pay for their error. Subsequently hired movers who were able to clean up behind Two Men. They removed couch, bed and boxes left behind by movers who had no idea how to handle this particular job.The 10 percent mentioned was a bandaid approach. Its about principle. They failed miserably in doing job they were hired and paid to do. Period.

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

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Two Men and a Truck for an internal move in November. They performed the move on November 16, 2023, it involved moving a small couch from the basement to the second floor of the house and moving a chest from the top floor to the first floor. My husband passed away in September, 2023, and I have been in the process of going through his things. He had several pieces of sports memorabilia in the basement, so it took me a few weeks to realize that one piece, a framed autographed ***** ***** photograph, was missing. The movers were the only ones who were in the basement besides me, so I called Two Men and a Truck and explained it was missing, but since I hadn't watched them constantly while they were in my house I had no proof they had taken it. The man I spoke to was very nice but told me since it was an internal move that the surveillance cameras on their truck wouldn't have any useful footage. I would like for the company to refund half of the $315.00 I paid for the move.

  

  Business Response

  Date: 12/14/2023

  We were hired by Ms. ******** to do an internal move at **** **** **** ****** **. to be completed on 11/15/23.  This type of move is strictly done within the home and does not involve items being taken to the truck or to another location.  We completed the move that included one item going to the basement from upstairs and one item from the basement to the upstairs.  We completed an internal investigation, and the truck was inspected upon returning to the office. We have no idea what items were in the home, what happened to it, or who else may have been in the home over the 3 week period she stated past prior to her not being able to locate it. 
  

  The charges for her move were to cover the travel, labor, and time used and are separate from the matter she is presenting.  We are not able to accept responsibility for the "missing" item.  If
  she would like to pursue it further she can file a police report and we would fully cooperate with them as requested.

  Please let us know if any other information is needed. Thank you
  

  Customer Answer

  Date: 12/15/2023

  When I called Two Men and a Truck after realizing the item was missing I was told at the time that because it was an internal move and because cameras were only in the rear part of the truck there was no way of proving that the movers did not take the missing item.  You can't prove a negative, so it really comes down to it being their word against mine, and neither of us can prove what happened.  Unfortunately, I did not do an inventory immediately before the move and then again immediately afterwards, and even if I had, again, it would still be my word against that of the movers.  I realize the total charge was for time and labor, but I would not have agreed to the charge had I realized it also included valuable items being part of the cost.