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:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used them back at the beginning of September 2022 to move us from Santa Fe to Rio Rancho. Everything at the beginning was great. They picked up and loaded all our boxes and furniture on time. They were two young men that showed up. We took to them fast and were laughing and poking fun the whole day. When we got to our new house they started unloading. As they were unloading I noticed that they broke the wheel off my craftsman tool box. The kid got his hand held and took a picture and filled out information. I signed it and they kept unpacking. Come to find out that it was for a item that was already broken and the company was not at fault. I wasn't told that therefore I didn't read the fine print. That was my fault however it was misleading. We bought the boys lunch and they finished up. A few days later as we were trying to unpack we noticed things were damaged. Turns out they broke our 75" TV. Damaged our dinning room table that was just refinished with multiple bad scratches and a major gouge on the surface. We reached out to the company to make a claim. We are the end of November and nobody calls us back or has settled our claim for us. Mind you we paid $1800 for their services but they did more in damage. The TV alone was $2200.00 and the refinish was about the same. We have been ghosted and they refuse to call us or work with us on our claim. I would not recommend using them for this major fact. They seem to be great if they don't break your stuff! Good luck getting a claim done. Me and the wifey had to go buy a new TV the day it was discovered it was broke adding to the stress and cost of moving!

  Business Response

  Date: 02/06/2023

  Good afternoon I have attached all documents. I had emailed Miss.*****  with final resolution attachments are included in this email based odd of valuation selected we require actual receipts not screen shots on replacing the item. These we based off of dollar per pound based off of valuation selection no physical receipts were provided.  the release of liability attached has tvs because they were not in a factory box but padded and strapped to the wall on top of pads. I explained this via email  

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  11/2 I scheduled with Two Men and a Truck for 2 hours with 2 workers to help load my truck on Nov 10. I received an email confirmation for 1 pm and paid the deposit. 11/10 (calls) 1:30 pm ***** informed me that the arrival window was from 1-2 pm. 2:15 ********* told me he would call the manager and that the manager would call me. 2:40 ******* said she would figure it out and call me back in 5 mins. She never called. 3:05 ***** said that an ETA was in the works and ********* will call me with a time. 3:30 ***** called, told me he was the manager and there was a miscommunication- they didn't have anyone to do the job. He called in a worker from ~1 hr away and when he got to Santa Fe they ***** would do the job themselves. 4:30 they arrived. I asked them to prioritize the heavier items and load as much of the truck as they could with our moving blankets. They spent 2 hours inefficiently. Numerous phone calls were made from both of them. After about 1 hr 2 more men arrived to help. After they left, we went to load the rest of the truck and were upset when we saw how poorly they did. Vertical space and blankets were not used, wooden items were stacked on wooden items without barriers, a china cabinet was rubbing directly against the washing machine, and large gaps were left all over. The 26 ft truck floor was almost completely full with just furniture (from a 1600 sq ft house) without a single box. We had to pay another moving company to unpack the truck and then fully pack our entire house into the truck,which they did with ease. I called again to voice my concerns. Each time I called, ***** ensured that he had contacted the GM ***** and that someone would be contacting me shortly. I never heard from them. After days passed without hearing from *****, I called again and ***** gave me *****'s direct number. I voiced my concerns to him. At first he acted unaware of the situation but later argued with me in a way that indicated that he was very aware of my complaints.

  Business Response

  Date: 04/04/2023

  Good afternoon, ***** is not longer the general manager at our Santa Fe location. I do apologize for the run around and the time issue. I will bring this to attention to ***** who will not be in charge of Santa Fe operations team and make sure we don't have this issue again. Tell us why here...

  Customer Answer

  Date: 04/10/2023

  Complaint: ********
  
  I am rejecting this response because: While I appreciate the apology and that Jamie is no longer the manager, this does not alleviate the financial hit we took. After a full day of the run around and frustration, we then had to pay another company to first unpack the truck and then to repack what your company was supposed to do. Not to mention the full day we lost by having to postpone our move across the country - this includes rebooking hotels and additional time away from work. We appreciate that action is being taken and how this can positively impact your future customers, but we are still looking for financial compensation in the form of a refund.
  
  
  
  
  Regards,
  
  ****** ******* 

  
  

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: July 30, 2022 Type of transaction: Pack and load services to be provided by Two Men and a Truck. Cost of Services to be Provided: $2327.50 Payment for services rendered on July 30, 2022: $2,327.50 Additional Cost of Services Unexpected: $422.89 Payment for unexpected additional costs of $422.89: October 28, 2022 Claim filed for damage to furniture while in transit with the Santa Fe franchised branch of Two Men and a Truck: September 29, 2022 The pack and load job was under-manned, unprepared with necessary packing and loading materials, under-trained and vastly experienced. The two hard-working men provided were constantly seeking help with problems and decisions about packing due to their inexperience and lack of necessary supplies. I

  Business Response

  Date: 01/12/2023

  To whom it may concern I spoke with Mr. ******* after returning from vacation (was out of the country) about his concerns. That he had expressed with the office was about the price it was scheduled for a shorter day and took much longer than expected due to the customer being difficult with the crew as well as making the crew stop several times because he was showing the house multiple times during the pack and load, when i had spoken to Mr. ******* he was being very disrespectful. When it comes to the $422.89 was the remain balance that he had owed because he had damages less than the value of the remaking balance, we wrote off his total remaining due to the paperwork and valuation selected. 

  Customer Answer

  Date: 01/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The manager of the Santa Fe Two Men and a Truck franchise was not in-person at the site of the packing and loading nor was he available by phone for either myself, as the customer, nor the two man crew attempting to do the packing and loading.  His accounts of the day are second hand information and not verifiable.  I reject this response from the franchise as it is inaccurate and insufficient.  

  The manager sent to our home two vastly experienced, under-paid young men who lacked training.  The manager sent to our home two young men without the necessary supplies for packing and loading.  The inexperienced young men were very challenged to think through a resolution to being under-supplied and their manager was out of town.  We, the customers, ended up supplying the two men with various types of packing material in hopes of protecting our property as much as possible during loading.  The two inexperienced young men were dumbfounded by the number of hours they were assigned to complete the loading and packing of our home as the task was much, much bigger than anticipated.  The two inexperienced young men were again in a "daze" as what they should do especially given that reaching out to their manager was not possible.  We, the customers, had to step in and encourage the young guys to hang in there and all would be okay - that all of us would get through the day.  We empathized with them that nothing was their fault, and that they were doing a "good" job in a motivation sense only.  Once the packing and loading were complete, I went out to the truck and looked in the cargo hold and could not believe my eyes.  I saw a chaotic jumble of our possessions.  I couldn't believe what had happened:  iron bedframes sitting on sofa cushions; tables placed upside down resting on the floor of the truck without any protection between the table surface and the metal floor.  The truck had been loaded by inexperienced young men who did not have the life experience to understand about protection of possessions and did not have the training necessary to know.  Prior to closing the cargo hold tailgate, I was asked to sign a "release" so to speak wherein the customer releases responsibility for the loading by the young men, I did not sign the electronic document. 

   

  The manager is grasping for straws when indicating that other people were in the way of the two young men; thereby impeding their progress on the job.  The manage is correct, the owners of the property came in and had a look around, and may have gotten in the way during their brief stay.  What the manager isn't revealing is the 12 hour day my partner and I both put in that day so the pack and load job would be complete by at late nightfall.  The manager isn't recognizing that I, as the customer, was called upon to manage two inexperienced, underpaid, undersupplied works so that they wouldn't have a complete melt down.

  
  
  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

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Two Men and a Truck in Santa Fe, NM, to move our furniture from **** ******* ****** **** to * ****** ***** ***** *** **. The move was primarily furniture and a total distance of 7.1 miles. ******* and ******** were our movers - ******** was great, ******* was not. They struggled to load the furniture into the truck and when they arrived at our home, they caused serious damage to our couch - see attached pictures. ******* basically dropped his end of the couch and slid the couch down the ramp and then proceeded to continue to slide the couch across our concrete driveway into our garage. Needless to say, the fabric was ripped from the couch. ******* complained that "I can replace a couch but I can't replace my back" and that "I'm working 2 jobs and I'm tired" and then he quit the job. I later found him sitting in the cab of the truck smoking a cigarette and I implored him to help ******** move the rest of the furniture which he begrudingly did. My wife and I actually helped ******** move the rest of the furniture into our garage and our home. ******* pulled out a wad of cash and said he would report the damage to his supervisors and would take care of the cost of the repairs or replacement. Since then, I have spoken with ******* ******** and ***** ***** at Two Men and emailed them (at their request) pictures of the damaged couch and receipts for the furniture. ***** said he was discussing with his boss (8/25/2022) and then I received an invoice to pay for the balance of the move. Two Men has been unwilling to resolve the situation so I would like the BBB to assist in resolving the situation on my behalf. I will not pay Two Men and I want our couch repaired or replaced. I will also pursue a solution through small claims court in NM. As a small business owner myself, this is no way to treat customers.

  Business Response

  Date: 01/12/2023

  To whom it may concern i spoken with Mr. ***** about his claim several times he had declined padding his furniture and only wanted it shrinked wrapped only. And declined full valuation. also, I explained to Mr. ***** that i would gladly honor some of the claim due to valuation and what was on the release of liability. That he signed i have already emailed him everything and gave him a discount he refused to pay his bill. When it comes to any damage claims at Two Men And A Truck the bill must be paid in full for us to honor damages, he refused to pay anything. even after signing the moving service agreement and release of liability   

  Customer Answer

  Date: 01/12/2023

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

  I don't understand why I have to pay my bill and then hope that the moving company compensates me for the damage that their employee's negligence caused. They also failed to mention that this employee quit on our job and my wife and I had to help the remaining employee complete our move. The cost to repair our furniture could be several thousand dollars and our bill is about $1,000 - I'm pretty sure that the moving company isn't going to reimburse me for several thousand dollars once I pay them their $1083 for the move. They'll have no incentive to compensate me at all. I would prefer that they waive the moving expenses and I'll waive any reimbursement for damage repairs.
  
  
  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]