ComplaintsforTwo Men and a Truck

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company is a scam! First off, I was told I was going to get a call when my movers were on their way. I never did - and they showed up at the end of the window I was told (which was fine). Then, 3 guys arrived when I was quoted for 2. I was asked if I didn’t mind paying more for the third guy since he was already there. I said fine - this day was already stressful enough for someone moving! They start loading up the truck and when I went over the days schedule, they had no idea that I was going to need them for the full day due to differing closing times on the sale and purchase of my new home. They had to call the office and then asked me if I could reschedule. Mind you - the guys were EXTREMELY nice and very kind. It seemed to be more of an issue with the office not communicating to their team. Then, our third guy literally quit and walked away. Like actually just quit on the spot. So now we were down to two guys with a time crunch, so my boyfriend and I ended up helping move a good portion of stuff anyway. One of the guys had a knee problem and was struggling to move stuff - and I just thought, why is the company allowing him to work when he’s in pain?! He had to go to the hospital with all my stuff in his truck to get an xray in the middle of the moving day! (Again, these guys were professional and it’s not a bad review on them). They did end up dropping and breaking one of my pieces of furniture, probably because their third guy just left. I had everything labeled where it was supposed to go in our new house but because of the time crunch they had to put everything in our garage. And I was still charged FULL PRICE after this. And when I’ve tried to contact this office, I have left messages with 3 different people now because the reps are “caught up” on the phone and have not heard back. I have left messages too. I wouldn’t recommend this company to my worst enemy at this point!

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired two men in a truck for a move for my mother’s apartment on 6/27/24. 3 men arrived, they were not able to move the truck because the truck died and needed a jump. The lead driver seemed to know what he was doing along with the other gentleman, but there was one young man that seem to be very lazy and very quiet. They worked very fast, but unfortunately, they did not wrap anything and they ended up scratching my mother’s refrigerator and it’s very noticeable. This is a newer refrigerator. They advertise that they would wrap your items and move then carefully that was not the case. I witnessed them shoving my mom’s table into the hallway, and I also found a crack in the wood on my mom‘s entertainment center. The biggest issue is that my mother‘s cell phone that was left on her end table is missing. I seen it there as well. It’s an iPhone and it’s not cheap. We gave them the benefit of doubt that maybe someone would’ve grab it or maybe it fell but we search everything and where it was. It was not found anywhere. I called the office manager 7 times and each time I was told that she would return my call right away. It never happened. Hours went by and on one of my calls I was was told she was an interview and then she called me back right right away. That interview took over 2 hours she never called me when I finally got transferred to her and she ended up hanging the phone up on me. I gave her the benefit of thinking maybe there was a issue with her line. So I called back right away and I called back 3 times after that because nobody picked up when I finally spoke to her and told her how concerned I was and that I thought that possibly somebody may have thought the phone was there and put it in their pocket. I also explained my concerns to her about my mom‘s refrigerator them not wrapping her furniture and a couple other issues. She told me she would look into this and call me back, and she never did. Unprofessional. Yet you took my money.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  * Hired business for 2 days of services: Day 1 to pack items at my old home. Day 2: to load/move/unload these items to my new home. * Day 1 (April 26, 2024); 3 people worked 3 hours (9 am to 12 pm); much was left unpacked. * They charged me $1213.08. * I called office and complained - office said they would pack the rest without extra charge on Day 2. * Day 2 (April 30, 2024): for 2 hours, 1 person packed while 2 persons loaded a large truck and a smaller truck. * 1 packer said I must call office to schedule a 3rd day for another truck. * Rest of day: 3 packed, loaded, moved, unloaded. * They charged me $2644.38. * Day 3: 3 persons loaded, moved, unloaded * They charged me $1655.00. 1. If personnel, on the 1st day, properly had assessed the need for 3 trucks and if more personnel showed up and if they had completed the packing on Day 1, I would not have to pay extra for 3rd day. 2. I paid for their poor planning and for their failure to complete work in timely manner. 3. On May 3, 2024, I called the office regarding my concerns, my information was recorded by the receiver to relay to office personnel. 4. My call has not been returned. I tried several times to call them but I sense my call is being ignored. 5. I had no choice but to comply with their scheme on all 3 days because the purchaser of my old home would be arriving the next day. 6. Proper planning would allow them to complete the task in 2 days. I am requesting a refund for Day 3's charges: $1655.00. Attached are the charges as listed on credit card statement.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled a small move with Two Men and a truck yesterday. For booking they already took 100 $. And then on the day they called me at 8:05 am that we are headed your way. They got to my place and started assessing the load and work around 8:55 am. I thought there time starts from there. But No! They were working at there slow pace, that I had to help them to finish job in 2 hours, what they quoted me on the phone for this small job. They had to move this stuff to another location about 4 minutes of a drive. I told them that I will be at another location and waiting for them. They took another 15 minutes to get there. So overall job was completed in 2 hours and few minutes. Over the phone they had suggested this kind of job should be completed in 2 hours so total would be around 360+. They took extra time unwrapping and putting cushions on the couch, when my wife said to them we got it from here. But they clocked out around 11:15 am. And then charged my for 3.5 hours stating that drive time from their warehouse to my place and then back is also charged at the same rate. And when I called the office, they said it is NY state law. I have moved before in NY and movers never charged me for driving empty truck. So I said I have to review it with NYS entity, what you are describing as a law, before paying you. And I was send a bill of 613 $ today and they had forged my initials on their bill which I had never agreed to. My ask was that even if you take 15 minutes longer, that is fine. But I am not paying you for driving empty truck at the same rate and even if I am told to as per NYS law. Why should I be paying for the distance that can be traveled from their office in 22 minutes from my old place and 17 minutes from the new place. Around 1.5 hours?

  Customer response

  03/13/2024

  Better Business Bureau:
  
  The customer reported to BBB that Two Men and a Truck has Resolved all of his concerns.  
  
  Regards,
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 16th 2023, I had Two Men and A Truck come to move mostly large items from my home we had sold to our new home. To make a long story short, items were forgotten by them to be moved, many other items were damaged, my son's bed was reassembled incorrectly and dangerously as it was made to look like it was assembled but nuts that were supposed to hold bolts and pieces together apparently had been lost and not used. Lastly, they were supposed to move a ******* fridge. I had disclosed ahead of time on a number of calls that a fridge was to be moved but on the day of the move, the movers said, "Sorry, we don't touch these." Given we were out of the house the next day, this left no time or options to try and move the fridge, so we ended up having to leave it, costing us quite a bit of money to have to then replace. After addressing some of the issues with ****** (after leaving a poor ****** review) and getting some compensation for some of the damaged items, the matter was handed off to Randy to handle the fridge matter. You can see the exchange in the attached emails. Also, one item that they had damaged and was given to them to fix was a night stand, in which they fixed the leg they had broken but had returned it in a more damaged state. After I tried addressing this with Randy, he implied the blame and damage was on me and has pretty much washed his hands of the matter.

  Business response

  11/22/2023

  Mr. ****** has made several complaints on this matter.  Each one is a different story, with the 2 major themes being his TV and his ******* ***** Fridge.  He was made aware both of these would be a problem both verbally and in writing PRIOR to the move date.  I have attached a signed pre-move letter for him that acknowledges he was made aware of this.  His move was conducted on 10/16.  He electronically signed this acknowledgement on 10/7, which is 9 days PRIOR to the move.  Please see the "appliances" section that states "all TV's must also be unmounted from the wall".  Please also see the section labeled "Oversized items" which states "keep in mind, there may be an item we are unable to move which you'll need to transport on your own or make other arrangements for".  This refrigerator was a ***** fridge that required disassembly to remove from the house.  He obviously must have been aware of this when it was moved in.  At no point did he advise of this.  Also, the pre-move letter clearly reflects a pattern that we will not hook up, or unhook any appliances.  If we won't even hook them up, why would we take on the added liability of assembly and disassembly of complex appliances that have both water lines and computer wiring in the doors that needs to be disconnected and reconnected.  It is clear that Mr. ****** never even read the letter he signed acknowledging he did and simply wants to blame us for all his shortcomings.  He needs to take some level of accountability for his failure in these areas.  There is also a portion of the pre-move letter that is attached marked "inspection" that clearly states to be sure all of your belongings that you expected to be loaded and unloaded are.  We have signed acknowledgements from move day that shows Mr. ****** agrees all of his items he requested loaded were in fact loaded.  We also have several other signed acknowledgements from move day to ensure there was no miscommunication or misunderstandings from move day.  Another you will find is a signed release of liability which releases us of any damages to the Television or any particle board, per NYS article 26, which is also in the signed pre-move letter.  Mr.  ****** has been yelling loadly ever since the move to anyone who will listen.  We have made several attempts o discuss this reasonably with him, but he has simply not been reasonable and refuses to accept any accountability for his role, or lack of preparation for this move.  No one understand better that moving is stressful, however it is no reason to be unreasonable.

  Customer response

  11/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  As is demonstrated in the businesses response, they show a clear pattern of shifting as much blame and culpability to the customer as possible while shirking responsibility. Not to mention the demeaning tone in which their responses have been given.  I'm not sure where the "my story changes every time I tell it" comes from as I have been consistent in my reviews and responses, at least to within any character limitations a given platform may give. In my reviews that the business advises I "loudly proclaim to anyone that will listen" I edited and revised them to acknowledge that unmounting the TV was something that I had missed. This has not been an issue that has been brought up since. However, apparently the business seems to think I should be the expert mover and know/advise them of how things need to be moved. Not that it should matter to the move at hand but I do want to address it seeing as the business brought it up. When the fridge in the complaint was originally moved into the home, it was moved in one piece. No disassembly was needed. Just the water line needed to be hooked up. Which, during the day of the move, the water line for the fridge had already been disconnected. Again, nothing was mentioned by the business, who are the "expert movers" that doors may also need to be disconnected. The business seems to want to paint me as being unreasonable and yet I've worked with and acknowledged in my reviews what they have done to try and compensate for SOME of the damage that they have caused. With the night stand, it not being a particle board piece, I don't think it unreasonable to have wanted it returned in the same condition it was given, not more damaged. Lastly, in regards to signing that "all items were moved" waiver, I brought up that items were not moved with the foreman (or who at least seemed to be) and the response was "Well that's unfortunate" as he held the pad to sign so they could leave. Given I was then having to go back and load up things they did not move, I signed so I could be done and take care of what they didn't, seeing as again as in the original complaint, we had to be out of the house the next day. For a company that is trying to paint itself as "customer centric" everything they've done from the day of the move to now has been mostly trying to pin blame on the customer and do as little as possible to actually complete the work they were hired to do.  Regards,  **** ******

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The short version: they left items behind, caused enormous damage, and ignored contact for weeks on end. I paid $1690.88 for this move. I sent itemized lists of every single item the crew from Two Men and a Truck moved to four other moving companies. The estimates ranged from $585 to $1,045. Not only that, but I received written estimates for all the damages they caused, which added up to roughly $3,200 (a full list of issues is below). - Broke storm door actuator - Scratched front door and damaged molding. - Scratched bookcase - Scratched table - Extremely deep and numerous scratches on floor in bedroom from dragging door removed from hinges - Damage to plaster in hallway where said door was slammed into the wall. - Three leather chairs with torn and scraped leather. - Scuffed washer & dryer (but I signed waiver on those items). - Lost foot for sectional couch and stripped bolts on two more. - Incredibly slow, longer than maximum estimate even with no boxing and more than half the boxes included in the estimate I personally transported the day before. The time to wrap a single item was longer than I’ve seen other movers wrap and pack all furniture in the entire house. This is not an exaggeration. - Unable to disassemble bed frame and still in house. - Left many items at the load location without alerting or asking (including items identified on the itemized estimate), despite specifically asking to be called, including a dresser, all standing lamps, kitchen cart, all dress shoes, all ties, comforter pillows and linens (all in contractor's bags), and office rug. - Took air conditioners but left all windows open. - When I called to check in they had already left and were out getting lunch - at the conclusion of the move the supervisor said he did not know how to remove the lunch time from the bill. - Truck broke down blocking neighbors driveway for over 5 hours.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  To put it simply, they broke our furniture and then lost it. The moving guys broke the leg off an antique chest and the arm off an expensive dining room chair. They were professional about it saying the pieces would be repaired and brought back to us. We understand things happen and didn’t make a big deal of it as it seemed at the time that they had a system for dealing with this. Unfortunately, the company seems to have lost both pieces. The operations manager had no clue about our damaged furniture and won’t return any calls. The sales person we worked with told me there’s a lot of furniture in the warehouse and he’d look for them but never called back. It’s been almost a month since our move, we’ve heard from no one. There were some other issues with a door removed from a doorframe and not replaced and the guys getting sloppy on the storage end of things but it was the loss of the furniture that I’m most upset about. We just want our furniture back - broken is fine.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called Two Men and a Truck before moving. Since this was to be my fourth move, I didn't think anything about it. They came, got my stuff, and since I couldn't get into my new place right away they stored it for me for a couple of weeks. When it came time for me to move in, I called and they started to move my stuff in. That's when all hell broke loose. There was one guy who was working his hands raw while the others were simply standing around talking. They brought inside merchandise that was clearly labeled for someone in Florida, as well as not bringing all of my merchandise in. When they left, I was clearly missing missing a chair, and some other items that they won't let me declare. They broke the legs off of one of my trunks as well as putting digs into my table and my dining room leaf. They picked up the stuff when they dropped off the chair. When I called them last week they told me I would have my furniture within the week. It has been going on two weeks now and I have not seen the furniture. In the meantime, I woke up last Saturday night to discover that part of my bed was missing. I immediately called them only to discover that they didn't have the correct pieces. There was nothing left in the storage unit and nothing left on the truck. I guess I'm just really sick of this and want a resolution. The person in charge, "Heather", was not only unpleasant to deal with she was rude to me. (Although I must admit during the day that day I did call one of the guys a lazy s.o.b. because he was doing nothing.) Anyway since this is my first time contacting you I have no idea what will happen next. Please make them bring me my furniture and help me to find a solution to my bed. (It was a four poster bed and it now only has a headboard and a footboard.)

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired Two Men a Truck to help me move on 7/6/23. I talked to the company in the weeks leading up to the move and provided details about items that were to be included in the move. I was given a quote that included a range of the time it would take and the specific items that were to be moved. It was explained that I would be charged for the total time that was spent on the job. The company sent 6 movers and 2 trucks. I explained to the head driver that I would like them to focus on the big items and that I needed to stay within the time frame on the estimate. The result was that many of the heavy items and all of the boxes that were included on the quote were left behind. Furniture items were not reassembled and left on the wrong floor in new my house. I had an employee pull me aside and tell me there was a lot of laziness going on and that the movers were not all on the same page with how to organize the trucks. I called today to speak to the manager and explained the situation of how I decided to use their company because I trusted that I would have the items listed on the quote moved within the estimate of the time. I did have the movers stop work at the upper end of my quote because I didn’t have more money to continue. After the movers were finished I then had to get all of the boxes loaded and take 2 truckloads in another truck I rented. I will be going back again with yet another truck rental tomorrow to move the remainder of the large items with some family members that are off****g to help me. The manager apologized and explained their policies. I understand the movers stopped because I asked them to but I explained that I depended on the quote being accurate and I’m very disheartened and disappointed. The manager didn’t offer much more than an apology.

  Business response

  07/10/2023

  Hi ****, I am sorry to hear your move did not go as planned. Unfortunately it looks like you may have reached the wrong Two Men And A Truck location, each franchise is independently owned and operated. Based on the paperwork you provided, it looks like your move was completed by a franchise in New York. You have reached the Cincinnati OH franchise. You can email *********************** to reach our home office team and they will be able to get you connected with the correct franchise. Please let me know if there is anything further I can do to assist you.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As I have moved many times and used various moving companies in the area, members of the community, friend and family are curious as to the resolution to this issue. Start of 1145 end time of 125PM (an additional 20 minutes of the movers sitting outside in the truck afterwards). I had a two hour "ready move" job, no additional items, drawes premoved and furniture disassembled (save for four screw I completed at the time of the move because the mover had difficulty, despite offering to do it for me). Because I saw that they were generally taking much more time than reasonably expected, I then started moving items into and out of the truck for them, to encourage them to continue working and to keep a reasonable time frame. This job was an exact reverse of a move six months ago using the same company. I chose this company again because they were efficient and seemed to be very professional. That move six months ago took an hour and a half, I was happy to tip on top of the guys getting a free half hour, they even reassembled my bed and I did not have to instruct, be asked for help by the movers, or move any items myself. This time, same company, less items, and with me and my partner helping out asked for help, and back to the exact location I moved from, I was billed for 3 hours. The additional hour and a half difference included issues with movers standing still, disappearing until I could find them and ask them for help, and sitting in the truck "crunching numbers" for twenty minutes after the move. I spoke with a guy from the company who works in resolution and he was eager to poke any holes, suggest things were done out of an abundance during the first move, that twenty minutes for sitting in the truck with paperwork was completely acceptable and accused me of embellishing/lying about the situation. He stated that he would look into it further and then contact me but he did not. I am seeking a refund greater than or equal to one hour of labor for resolution.

  Customer response

  03/29/2023

  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.  Two Men and a Truck LLC called me, directly, in response to the BBB incident.  The company offered a resolution of the requested refund amount for the issues with the services that I experienced.  The company stated that they will be issuing the refund amount.  I accepted the offer and wish to report that the issue is fully resolved. Sincerely, ****** ** ******** ****** ************ ** ***** ****** ****** *************** *******************

*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. ↩