ComplaintsforTwo Men & A Truck Albuquerque

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see attached On calling Two Men and a Trick. In calling to hire this moving company. I requested for the move on 8/20/2023 for the prepous to complete packing my two bedroom where I was down sizing to a one bedroom taking one of the bedrooms furniture and misalaneouis to my step parents house. When at my new apt to totally unpack also my husbands urn is still unaccountable Two Men and a Truck are refusing to give me any details.

  Business response

  11/07/2023

  Good morning, responding to the customers complaint on services. We had finished the job completely, the customer refused to let the crew pack her sentimental items. We have a few crew members all into the office stating she was very verbally abusive and she made them very uncomfortable. She was also highly inebriated while on the job site both days. She also called into the office several times and spoke with me and was very forgetful of what we spoke about. The job was successfully completed.

  Customer response

  11/15/2023

  My name is ****** ******

  
  

  I am rejecting their response with two men in a truck.I am requesting replacements of the items listed in the pictures that were sent to you BBB. I also need to know what happened to my husbands urn that contained his remains.

  In response to being accused of drinking.I do not drink to begin with.Also there was plenty of other witnesses that were there to say otherwise.To the contrary in me speaking in a rude manner. I was crying due to the fact of how they treated my belongings in their rush to get my move done .Once again I have witnesses.

  
  

  Thank you for your time and consideration Sincerely and Respectfully ****** ******.

  Business response

  12/01/2023

  All items are placed in storage, once the customer fully unpacks we can locate the missing items. As told by my crew members everything was packed and no items were left behind.

  Customer response

  12/11/2023

  The first response from Two men in Truck is the statement that All items are placed in storage unit. This is not making sense at all.Due to the fact my Apartment with all the furniture and household items were included in my move in moving from one apartment into another apartment unit so All items placed in storage unit would have never had enough room. As for sentimental items I have two many things to me that are sentimental. I had previously packed with the help of the Family and Friends which were also there during my move to provide what I did during this move The small outside storage unit located off the Apartment patio. The Storage unit has been throughout the unit unpacked and packed properly the missing items were not found.
  In the response to my self it has been stated by Two Men and a Truck that once the customer fully unpacks we can locate the missing items which is a what is stated.
  
  Since the statement says we which means both parties Two Men and a Truck and myself 
  I have done my part there for since they stated my items would be found please explain where they are.
  
  There still have not been a response to my broken items also.
  
  Also my response to my move was fully completed. I made the move in hiring Two Men and a Truck to fully pack what was not previously packed when company was called 
  to the movie and in making this Appointment for the movers to complete the unpacking of everything that came into my new Apartment due to the fact of being physically disabled 
  
  Thank you to the Better Business Bureau for helping me with this process and for your patience and understanding 
  Sincerely Yours ****** ******.

  Business response

  01/23/2024

  Ms. ****** had some individuals helping with the move as we had our crew there. The crew mentioned she had some of the individuals loading items in their vehicles and helping, the driver confirms with the customer at the end of the move that everything was unloaded and our trucks are empty. Our policy for damages are, the customer has 96 hours after the move is complete to call in and report any damages. Ms. ****** never called in these damages in the timely manner. She mad our crew members feel very uncomfortable due to her being very intoxicated, she was very rude and telling the men how to load her items when our men are highly trained for there job. At one point she told our driver she was going to pass out. That left them in a difficult situation. Missing items could possibly be with friends who helped move. Or possibly forgotten where they were placed due to Ms. ******'s state of mind.

  Customer response

  01/30/2024

  My name is ****** ****** 
  
  I am responding to the resent response coming from Two Men and a Truck. Concerning the Family and Friends whom were helping in loading items that were packed by the employees of the Two Men and a Truck.
  The items they were instructed by the employee mover’s according to their instructions from their Management 
  Anything with any type of liquid was against Company policy which would also include food.
  With this information my Family and Friends did so with what was placed in their vehicles and unloaded by the employee Movers of Two Men and a Truck.
  Also I am responding to the statement of myself in regards to how I felt pressured to 
  Moving Furniture into the bedroom to make space for more boxes to be brought in.
  Due to my fact these employee Movers
  had been making statements in how they were going to leave due to the time frame had already passed. So in bringing in my Canapy black iron bed and frame my seat and on top of having physical documentation of being physically handicapped I became worried that 
  Since they were all going to leave I wanted to at least have a bed to sleep in. Because I was told do to my health it could compromise me.
  I feel I over exaggerated my self. I am not putting any blame on anyone else for my own actions in moving my beds parts into the bedroom myself.
  As for the other statement concerning my alleged being intoxicated my Family and Friends all know with out no doubt I did not drink and will not drink Every one who knows me and Every one that has known me including the past and present knows I don’t drink and won’t drink intoxicated the future. I have an allergy to alcohol so I can’t even have cold medicine that contains alcohol or anything with alcohol. I find it strange that employees working that work for Two Men and a Truck who did the moving for my self didn’t realize I had Family members there who were helping me not just Friends and are very respectful and were watching everything and also listening to what was happening with this move. I need to mention with there false claims of me being extremely intoxicated how did I get my queen sized black iron the whole frame piece by piece by my self.
  Two Men and one Truck I called them to move my items from one Apartment to another and when I made this appointment was a be packing the whole apartment and then moving to another apartment and unpacking everything . I was told that this would be a longer time than what they had planned on.
  So I should be aware that they price would increase if they had to add more time.
  I said what ever needs to be to complete this move. I would pay more money to have them completely unpacked.
  
  I feel they have slander me by saying they’re false accusations of being intoxicated and the other witnesses have the same opinion.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/20/2022 I paid for a move for my daughter. The company came out in November and inventoried the contents of the house to give me a price of $2000.00. I accepted that price. On the move date, the truck was backed up to the garage and loaded/unloaded. When completed at the new location, my daughter was presented with a piece of paper to sign for "delivery of goods" (statement by man who wanted signature). It was an invoice for 2871.75. This was $800.00 higher as "had to walk". I disputed this with both the local company and the district company. I was told it was "under review". This was over three months ago. Do not return phone calls. There was damage to items from the move. The newly laid tile floor was gouged. I was told to have my tile guy repair and submit an invoice. He did, nothing has happened (they did state would pay this, just have not). A bed frame was destroyed. They stated would pay for this. An antique piece of furniture was cracked in multiple places. They stated it had to be repaired by their person only. This individual showed up in February. He will not return phone calls since. The company stated the damage was three years old and would not replace. I have three individuals who will attest this was not damaged prior to the move as well as myself . They will not provide statements from the furniture repair person. I was told "the check is in the mail" on 02/28/2022. I am now told they have no idea. I have requested a reversal of charges from my bank.

  Business response

  04/04/2023

  Good afternoon, the move was booked under ******* ********. But Damages and complaints were talked about with her daughter *****. ***** was upset because each time our repair vendor reached out to her she was unaviliable, I told her we could contact ******* she told us no, There has been a check issued for repairs and mailed and signed to ****** ********. ***** wanted the check to be issued to her which I mentioned we issue reimbursements to the customer whos name is scheduled with. We have done everyhthing on our end as a company to resolve the issues.Tell us why here...

  Customer response

  04/05/2023

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

  The response is focused on my daughters request the check be made to her. I was okay with the check made out to her as it was her stuff damaged. I told them this on more than one occasion. We finally got a copy of the invoice from the furniture repair person. This was someone picked by the merchant and we were told we had to use. Please find enclosed. No where does it state cracks were due to age or    "three years old". A lie told by the merchant (see email). They still have not responded to the increase in the quote, all items in house were packed. They had my daughter sign an ipad for "delivery of goods", not an increase in cost. There was nothing on ipad other than signature bar. The form was only shown to me when I questioned the bill and I was told "they had to walk a lot".

  None of this is acceptable. The merchant is attempting fraud with the ipad signature for "acceptance of goods", the additional fee without authorization and failure to accept responsibility for damages done.
  
  
  
  Regards,
  
  ******* ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  04/06/2023

  Good morning, we don't issue check reimbursements to another party. It has to be the customer name on the move. Our estimates from our vendor are vital records. We are more then welcome to get a second opinion on the TV stand to clarify the cracks are weather damage and not from us moving the item itself. The job went over the estimated time because there was a distance to walk from where our truck was parked to the house. The job is calculated at time based and a hourly rate, which the customer was told when scheduled. All documents were signed by the customer. A revision to estimate which states the move was going over the estimated time and the customer approved the revision to continue the move.

  Customer response

  04/06/2023

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

  The additional “overage “was not submitted to me but a BLANK iPad at the END OF THE MOVE. Daughter was told she was signing to accept goods and move was completed.  The truck was backed up to the garage both at old house and new house. There was no “excess walking” involved. There was laziness on the behalf of the workers with multiple prolonged breaks taken. I will certainly have the furniture  piece evaluated by another individual. This business ******* ********* ******* was one you insisted upon and the only option we were told we could use. You then lied about the results, refused to provide invoices for what was found. When you saw the results, you refused to pay for damage I think due to price of repair. This is where you became unresponsive AGAIN. The emails enclosed document attempts by us to work this out. 
  Bottom line. This is not a reputable business. Fraudulent activity. You have employees who obviously did not follow protocol and as owners you wish to take no responsibility for the actions of your employees. USE AT YOUR OWN RISK. 
  
  I will be proceeding with legal recourse.

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]The

  Business response

  04/27/2023

  All our drivers and movers are highly trained. The breaks and laziness of the staff was never brought to my attention until this response. Us moving a wood stand would not have cracks in the wood due to our moving. Items can get knocked over, corners can break etc. I'm very sorry we couldn't fix something that had previous damage. We took full responsibility of the damage we caused to the flooring, we reimbursed the cost to get it fixed by the customers choice of a vendor.

  Customer response

  04/28/2023

  Complaint: ********
  
  I am rejecting this response because: I spoke to "their" person. He did not agree these were old cracks. These were caused by this company and their handling of this piece of furniture. This company does not wish to take responsibility for the careless nature of their employees. And yes I did point out my problems from the beginning. Perhaps he could try reading emails from my daughter and myself. It has been repeatedly stated to the company headquarters and the woman who did not like to return calls.

  This is not new, just this company trying to not take responsibility.
  
  
  
  Regards,
  
  ******* ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Two Men and A Truck twice, 1st Feb 2-23 2nd Feb 7-23. Both times a $100 deposit was taken. Bills for service were given. No mention of deposits in written or verbal. I called spoke to ****** about missing rings. She said we need to report within 92 hours of service. We did not discover missing rings till the 10th of February 2023. We want our $200 deposits returned, and our complaint of missing rings honored.

  Business response

  04/04/2023

  Good afternoon, *** ******** move was 02/07/23. We do have a 96 hour policy to report any missing or damaged items. It is stated in our pre move letter the customer agreed to. He didn't report the missing rings with me via telephone until March 24th 2023. The deposit for each move is a non refundable deposit and goes towards the final cost. We completed both moves for *** ********.

  Customer response

  04/11/2023

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

  Dear Sirs:  Just received your request for response to missing rings.  We did not report missing rings because we did not know they were missing.We reported them when we realized they were missing.Then we remembered one of the men bringing us a ring he found. Then we realized 3 rings missing and reported.  What about our $200.00 deposit they never reported on final bill? Sincerely yours,
  
  ******* *******

  Business response

  05/11/2023

  Good morning, attached is both sales orders showing the deposit was removed from the final cost. The deposit is non refundable. I have actually mailed out copies to the customer. 

  Customer response

  05/18/2023

  see attached

  The fact that they omitted the fact where the $100 deposit was going is weong.The final bill did not reflect that $100 deposit. No explanation was given about the $100 deposit. Just left unsaid.Now they say different.We want accountability, and our $200 returned. 

• Initial Complaint

  07/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The following are the issues with the move your company made for me on July 11, 2022 ( sale order ***************. I was estimated $2,200.00 for this job, but the final cost was $3,114.68. I called several times to speak with an administrator, but all I received was phone numbers and email address to either call or send an email but none of the numbers or email were for the administrators of the company just middle level staff who told me all times that "somebody will call you." No administrators called me ever. The reason they gave to charge me extra was the extra hours taken to complete the move. The move of furniture was done in the scheduled time. The contracted move included to take one refrigerator from the garage to the inside the house, and the one inside the garage to the new location. (By the way the two locations are 5 minutes away each other). The movers (some of them, the other movers were hanging up in the two trucks (one truck empty)) waiting for the other movers to figure out how to move the refrigerators. Common sense should says send the truck with furniture to the new location to save time unloading and leave the empty truck waiting for the other movers to figure out how to move the refrigerators. Part of the house was painted, a week before we move because the house is currently for sale. I found several scratches on the walls after my inspection of the house and I have to call the painter to retouch the scratches, of course I was charged for the retouching. After the movers unloaded the furniture and boxes, they start again fighting with the refrigerator (the one with the tablet on the door) to reinstall doors. The left door was installed incorrectly and as a consequence the refrigerator is currently malfunctioning. I had scheduled a tech to come and check the problem. I had a dinner set sold that somebody would come later and get it, I realized when the buyer came to get the dinner set that the table was scratched.

  Business response

  01/06/2023

  The customer gave the wrong inventory to the customer sales rep and that is why the time went over estimated time and the customer was charged accordingly. Damages were not mentioned to me when I spoke with the customer regarding issues from the move, If it was mentioned customer would have been compensated for those damages and we would have repaired and covered the cost. My understanding after payment was taken care of the customer was okay with the explanation of cost.

  Customer response

  01/09/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I mentioned twice to the person in charge that why they send two units, when one of them was always empty and not in use. I also mentioned the damages, but they ignored them. We never talked about two units sent for the move. They have my card on file and used without my authorization.
  
  Regards,
  
  ******** ***** 

   

  
  

  Business response

  03/01/2023

  Good morning, I'm responding to Mr. ***** rejection. We did take more time to move the refrigerator because it would not fit through the door. Our moving crew had to remove door handles and reinstall them. It was very time consuming. After going through our GPS the timing on the move is correct and we had to charge accordingly.
  
  Thank you,
  
  ****** *******
  Customer Care Specialist
  TWO MEN AND A TRUCK® Albuquerque

  Customer response

  03/01/2023

  Complaint: ********
  
  I am rejecting this response because: They supposed to be trained to move refrigerators, customers should not pay for their lack of skills or training. If they take a day to move the refrigerator, should I pay an extra day? Trained staff from **** *** where I bought the refrigerator did the same job in 15 minutes. As of today the door of the refrigerator does not close correctly, I am waiting the resolution of this issue to call the tech from **** *** to fix the door. All the time they spent in moving the refrigerator all other workers were sitting chatting and having a good time, while the two trucks (one empty) were parked outside the house, when they should be going to the new house and start moving furniture.
  
  
  
  Regards,
  
  ******** *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  04/27/2023

  We completed the job correctly. The fridge didn't fit through the door so we removed hardware as needed to help with the moving process. The customer was not charged for the 2nd truck. 

  Customer response

  04/28/2023

  Complaint: ********
  
  I am rejecting this response because: If the second truck was not charged, I need an explanation of the difference between the initial agreement of $2,200 and the final charge $3,114.68, which is a 42% overcharged. I guess this charge for the time spent of the staff figuring out how to fix the refrigerator issue. My deadline to use the warranty to fix the refrigerator damaged after assembling will expire soon, I will not use the warranty until this issue is resolved and the refund of my money is done. If this is not done before the warranty expired, I will add the reparation of the refrigerator to this issue as an extra damaged item. Thank you.
  
  Regards,
  
  ******** *****, PhD.

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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