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:12/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired 2 men and a truck to move my belongings into storage in April 2023 and again in June 2023 to move from storage to my new house. It was discovered during the move from storage to my new house that several items had been broken during the initial move. This was not regular moving damages in my opinion. There was an end table and BBQ smoker that someone stood on and broke and 2 shelving units that were completely destroyed. The head of operations from 2 men contacted me in the beginning of July 2023 and said he would repair the damages or replace my property. It is now December and i have not recieved any compensation that is due to me. I have worked with their insurance adjuster as well as ************************* and provided any info they requested. ******* refuses to respond to me or the insurance adjuster at this point. I finally got him to answer today by calling from a co-workers phone and he hung up on me after he told me he discarded my belongings that were in his possession being "repaired".

  

  Business Response

  Date: 12/05/2023

  There were items damaged on **************** move and claim was sent to insurance,  Two Men And  A Truck went above and beyond and repaired items that were repairable as shown in Insurance documents.  The amount paid for repairs far exceeded the valuation chosen by customer at time of move (also shown on claim data sheet from insurance).  Insurance recommended that no repairs should be made since all items fell under the industry standard of .60 per pound weight of the item.  We didn't feel that was fair since items could be repaired.  We chose to ago above and beyond that standard valuation since items were deemed repairable.  Items that were not repairable were settled in the amount of ****** per insurance claim completion (see claim data sheet provided by insurance).  Items unrepairable and beyond salvaged was discarded once claim process was closed by adjuster and check cut.  We do not hold damaged beyond repaired items once insurance has paid out claim.  The items are essentially replaced with insurance claim check.  Another ***** check has been sent since insurance made a calculation mistake.  We did all we could to resolve these issues based on our policies and procedures agreed upon prior to move.  We also paid out of pocket to vendors for repairs that clearly cost more then the value placed by insurance.  had the items deemed unrepairable been able to be repaired we would have repaired those as well.  We must follow the guidelines of our insurance and any dispute to that resolution is out of hands.  We have been bashed on all platforms and staff has also been cursed and degraded by said customer for doing their job.  We cannot allow under any circumstances to allow our staff to be degraded, cursed, and called names.  Check has been received by customer and another ***** check will go in mail today based on a calculation mistake we brought to claim adjusters' attention.  Claim has been closed on our end and with insurance.

  Customer Answer

  Date: 12/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is incorrect.  My property was taken by 2 Men and Truck and I was told it was being repaired.  I have been asking about that property since July 2023 and my requests for it to be returned have gone ignored.  I have all of that in email.  *************************, the head of operations, has neglected to respond to emails and has avoided phone calls for months.  I was rude to him on a phone call on 12/4/23 and I own that but I would not have gotten there if he had responded to emails or communicated with me like any reputable company should. I had to call from a co-workers phone just to get him to answer, after making multiple attempts via my personal and work numbers.  I dont want anything from this company other than my property returned.  I would have never sent my table with them if i knew it was not coming back to me.  ******* had ample opportunity to communicate the process to me and failed to do so.  He also was unable to read emails from his insurance company.  Had I not followed up with insurance multiple times I would not have been refunded the little amount that I was as ******* couldnt even get them a comprehensive list of the damaged items.  Basically I had to do his job for him, after living through his team being neglegent and careless with my belongings.  I am leaving negative reviews for this company on all social media platforms and i have filed a complaint with the company that oversees franchisees for 2 Men and a Truck in hopes nobody else has to deal with what I have gone through.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/14/2023

  We understand your frustration and apologize for the inconvenience this caused you.  Unfortunately, ************* nor any other employee can fill out claim statement on behalf of the customer, fore it is a binding document between customer and insurance company.  We still repaired items that we could, instead of including it at .60 per pound weight for claim payout as shown on previous documents.  It shsows the value ( at a way less amount then payed to vendor) and amount paid to repair.  We have no control on insurance and their manner have handling and length of time it takes them to come to resolution but must abide by their close out.  Please feel free to look over the documents attached previously in regards to the insurance claim.  Please also reach out directly to insurance for issues with how they handled your claim.  We wish you the every best moving forward!