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:05/01/2024

  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 April 19th 2024 Two Men and a Truck sent their workers to my address that didn't cover my furniture or use proper care resulting in numerous items being damaged and putting black marks on my wall. A worker also hit the back of my car with his door leaving damages. I would also like to be reimbursed for the rental of a u-haul due to them not moving any boxes. It's also not fair that I was expected to pay over $200 more when it wasn't my fault that their two workers took 5 1/2 hours to move less than ten items, mainly due to one worker taking frequent breaks sitting in the truck on his phone talking and eating. Picture and video proof were sent as requested but the matter has yet to be resolved in a satisfactory or reasonable manner.

  Business Response

  Date: 05/01/2024

  We understand this customer is frustrated. We discounted her move and contacted two vendors to repair her items. The damages are minor and will be simple to repair. She did not sign up for the full coverage, but we were handling the move liked she had full coverage. She was initially pleased with having someone come out. When the first vendor got there, and she cussed him out and told him to leave. He called me very concerned. I called the customer and she said she wants money instead. We did a Basic Valuation settlement at $0.60 per pound, which is the coverage she did have. She seemed content with the settlement, I told her we would mail her a check. The next day, she issued a stop payment on the check she paid with for the service. We will no longer be issuing her a check because she stopped payment on her moving service, and the move cost more than the settlement we agreed on and more than the repairs would have cost. 

• Initial Complaint

  Date:09/06/2023

  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.

  On 7/26 I first contacted Two men and a truck because they were contacted by The AWS (Austin W***** Society), a program which services disabled vets. I contacted them because my case manager had given me a date and time of 7/26 to be expecting them. After about 30 past the expected time I finally reached it only to find out they never intended to come that day. For whatever reason ( none was clearly given just a bunch of I’m Sorry’s ) there was a communication breakdown between then and the agency and no one could come out until the 28th. Ok fine. I confirmed the appointment and continued with my move out process. They were contacted to move my: Washer Dryer King Bed Armoire They sent a older gentleman 60+, a teenager and a man in his middle 20’s. They moved the items (had some trouble because they said my furniture was “heavy” but everything was fine so I THOUGHT! We’re a large busy family with a 4 kids including 1 year old and in between work, school, daycare, doctors appointments and all it took a while to unpack. I washed all of our belongings prior to the move so I wasn’t in a hurry to use my washing machine so it took a few weeks but when I FINALLY did.. surprise…it leaks. Now to add a little contrast they moved my washing machine from the old house…exactly 1.1 miles to the new house around the corner in the next subdivision. They placed the unit in the laundry room and left. WE DID NOT MOVE THE UNIT AT ALL. I also had NO LEAKAGE at old house nor any water damage. As I have proof in the return of my security deposit. At first I didn’t notice the leak. I put a load of clothes in, pushed start and walked away and went to bed. The next morning the floor wasn’t wet so I had no idea it was a slow leak underneath and it had dried up over night. BUT THE NEXT LOAD I washed was during the day so I was able to come back and see the floor wet. I called highly rated appliance repair shop in my area. They said the movers punctured the hose underneath.

  Business Response

  Date: 09/06/2023

  Austin W***** called our office for an estimate. I provided an estimate and the lady Michelle L**** said she will let me know if it is approved. We never heard anything back about approval, so this was not scheduled. On 7/26 I got an email from Michelle saying, "when is the soonest you could do this?" we then got a phone call from Tamara wondering where we were. We had no clue she thought we were coming that day. Michelle at Austin W***** dropped the ball entirely on this. We got a team out there on 7/27 and completed the move. Tamara had gotten almost the whole move done since Austin W***** didn't approve the estimate. Her move went from an estimated $2,700 move to a $700 move 

  This is the first we are hearing of a damage. The damage is reported well after our damage claim window. Had the customer just called our office, this was something we could have handled. It has been over a month since her move. 

  Customer Answer

  Date: 09/06/2023

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

   NUMBER 1 

  when I DID call to report the claim HOPE told me she would send over the claim link while we were on the phone. SHE DID NOT! I had to call BACK and leave a message HOURS later to even get the process started. 
  like I stated in above complaint… the company’s  communication was OFF from the VERY BEGINNING and I should have taken that as my cue to NOT do business with them. BUT being as though we’re a DISABLED family the agency used THEM

  when a MINOR showed Up with a senior citizen and a man who barely spoke English  to move the furniture I should’ve canceled then!! 

  I have ALREADY Paid for service to my unit so it’s not about the money  it’s about the PRINCIPLE. They REFUSE to even acknowledge that they COULD’VE caused the damage.  The hose is UNDERNEATH the unit and the ONLY way to access it is to MOVE THE UNIT! They were the LAST to move it  my husband is DISABLED!! HE CAN’T MOVE IT!!! 

  
  Sincerely,
  
  Tamara P*****

  Business Response

  Date: 09/07/2023

  I am glad to forward the email chain over from Michelle L**** with very clear communication that she dropped the ball on getting this move scheduled. I even stated to her that the customer seemed overwhelmed and had already moved so many items on her own. 

  We do have a more elderly driver, but he is perfectly equipped to move furniture, and he is one of our top drivers. Our customers love him and he is very cautious with furniture. This is an equal opportunity employer, so we do not discriminate against age, gender, or origin. There was also a gentlemen from the Ukraine on the move. Although he doesn't speak tremendous English, he is an incredible worker, and we would never deny employment to someone just because their English is broken. He has a college education from the United States and is now here on a work visa. We do not stand by the derogatory comments about our staff being made. 

  I sincerely apologize about the damage, but our claims process does not have a "link" to report damage. Typically, claims are reported by phone, text, email and we request a photo or description. From there, a claim is created, and we work to resolve it. TWO MEN AND A TRUCK is individually owned and operated, so maybe the claim was reported to a different franchise. I also don't see any calls in our call log reporting damage. 

  Customer Answer

  Date: 09/07/2023

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

   the company didn’t even address the MINOR they had moving furniture. Or the fact that their “driver” also was moving VERY HEAVY furniture. His words not mine.  So EVERYTHING  I said was TRUE EXCEPT your company’s responsibility for my washing machine?! You even went into MORE detail about the employees that you VERIFIED (so I’m not lying) than you did about the concern for THE CUSTOMERS BELONGINGS!! Or steps YOU DID to even HELP rectify the situation!!  I have PHONE RECORDS and an EMAIL from Hope with the claim link you said DOESNT EXIST. But in order to even START a claim you NEED the link smh. 
  Mrs L**** DID NOT puncture my washing machine. Your ELDERY “driver” who was MOVING FURNITURE , the teen and person whom I COULDN’T COMMUNICATE WELL WITH DID!! 
  the customer was FRUSTRATED because I was expecting your company to show up on the day I was given  and all I have been getting from THIS company was excuse after excuse. I moved EVERYTHING but the pieces that were TOO HEAVY hence why you were even contracted at all! 

   Mighty funny the response time for this complaint was WAY FASTER than ANY communication I’ve EVER had with them regarding this matter.  Like I said before I even had to call BACK  to even get the process started!! 
   I hope that WHOEVER sees this and any review I post about my experience sees this company for what they are!! They will damage your things, and even after you PROVE it was them…. They’ll deny responsibility. 
  
  
  Sincerely,
  
  Tamara P*****

• Initial Complaint

  Date:04/03/2023

  Type:Billing 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 engaged Two Men and a Truck for a move and received an estimate of $1200-$1400, but was charged over $1900. Despite providing thorough explanations, the company failed to provide accurate and transparent information, causing significant financial disruption. I urge the Better Business Bureau to investigate and ensure a refund for the price discrepancy, and take appropriate action to prevent similar incidents. Two Men and a Truck's failure to meet industry standards is unacceptable. Thank you for your attention to this matter.

  Business Response

  Date: 04/14/2023

  Our moves are based on time. Customer was well aware of this. Customer gave us drastically wrong inventory because this move was for his mother. Unfortunately, due to the miscommunication, the move cost more than the original estimate. Customer was estimated at 30% of a truck, and it was one full slammed truck. 

  His mom said the team was great and worked so hard. G****** was not at the move so he is writing bad reviews on something he was not present for

• Initial Complaint

  Date:11/28/2022

  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.

  Contacted these people based on the positive reviews I saw on Google. They quoted me a reasonable price and showed up on time. The move was from a 2 bedroom 1st floor apt to a 3rd floor 2 bedroom apartment less than 15 minutes away. I had a brand new $3000 sleeper sectional, so they claimed 3 guys would be needed increasing my cost to $155 an hour weekday rate from the standard $120 rate, I agreed. 3 guys showed up on time, all young guys. 2 of the guys smelled like weed at 8:30 in the morning, and the lead guy **** seemed normal. Immediately they began stating what they would and wouldn't load into the truck, mind you, we had everything packed into boxes and conveniently located in the living room for an easy exit. They began moving all of our items from the unit all while taking their time to talk and goof off increasing our cost per hour. Eventually, items get loaded and on the way to our new place. Upon arrival at the new place, the guys spent an additional 1hr to 1hr + trying to ram the 2nd part of the sectional through the doorway. While I'm paying for this, they come to the conclusion that the 2nd part of the sofa won't fit and needs to be returned to the original unit. They contact a supervisor who confirms the sofa won't fit thru the doorway and take the sofa back to the original apartment at no cost. We follow the crew back to the old place at which point we see that our brand new sofa looks like it has been dropped off a truck at 50mph and completely destroyed. My wife and I are enraged at the destruction, we voice this, at which point one of the 20-something-year-old crew members tells me to shut up, and calm down, and then attempts to physically attack me on my property. The other 2 crew members drag him to the truck and shove the damaged sofa into the apartment. I contact the company to file a damage claim and give them approx 12 pics of the damage including new apartment damage and they refuse to pay and cite I threatened one of their workers.

  Business Response

  Date: 12/09/2022

  This move overall became a dangerous move for the team. Kenneth has stated false information in his complaint. When our guys first got out there, Kenneth's wife stated that he had already been drinking due to the stress and asked the team to "bear with them" as they made it through the day. The team was trying to get the move done, so at this point, they did not call the office to let us know about this. As the day went on, the customer began to get aggressive with the team and his wife as well. A supervisor went out on the job since we already had the customer's items loaded on the truck and needed to unload the truck anyway. We proceeded with the move, and told the guys to be cautious and speak with the wife and not the husband. The large couch mentioned did not fit into the new apartment door, and the team explained that it would not fit. Customer asked them to shove it through, with the supervisor present. Our supervisor explained the couch would likely be damaged if we did that, and the customer begged to proceed. Ultimately, the couch was damaged and still did not fit. Customer asked the guys to bring the ouch back to the old location. We told the customer we would not bill him for this time, and we did not. Upon return to the load address, the customer got violent. He shoved his wife against the wall of his home and began to cuss out our team. He repeatedly stated he would shoot one of our team members in the head. We quickly got the crew out of there. Customer then called the office and spoke with our office manager and stated on the phone "I will shoot (mover name) in the head." Customer was extremely intoxicated and violent. We called the police. Because of this, we will not be doing any repair for the customer. Due to the possibility of violence, we told the customer we are unable to do anything else. 

  Customer Answer

  Date: 12/09/2022

  I am rejecting this response because: This all a blatant out right lie and nothing more than an attempt from the company to get away with paying repair costs. Their drivers showed up under the influence of marijuana at 8:30 in the morning. The supervisor was called by them not because of violence or the threat thereof, but because the movers were unable to get the sofa in and needed assistance. Clearly looking at the pics I provided is evidence this was not trying to "shove" something through! The sofa was a $2500 piece of furniture less than 60 days old, never would I have suggested something so ludicrous. I find it shameful of these accusations! Had I touched my wife or, threatened to kill anyone, the company had all day for 5 hours to call the police at original site, destination site and back at original site and NEVER did! In fact nothing has come of their false claims at this point because that what it is FALSE. I had my own witness, my wife. They hurried away because they're employee tried to jump me and assault me on my own property after I voiced my complaint about the damage. The other 2 employees restrained him and dragged him back to the truck. The company employees were required by contract to complete a damage claim the same day at site when I made complaint, they did not. The company did in fact charge me for an additional 2 hours at $155 an hour while trying to force my sofa in destroying it. These people are committing fraud and slandering my character with 0 evidence and 0 proof. In fact when I contacted them the next day to file a claim, they told me to send the pictures via email to start the process. Then after seeing the pictures they backtracked and came up with this false story because they knew what a loss it would be for them. Again, I provided photo evidence, they provide ridiculous allegations that have no merit, this is the crime. Again, they had all day to call the police on any number of events they claim happened, they did not! In fact they could have refused the move all together, but they did not! They were more than happy to collect the money. I was supposed to view the truck when loaded per contract, did not happen, they were supposed to protect my floors from the weather that day, did not happen. I will pursue this through the legal system. The company can't make these type of things up, destroy my furniture, provide the terrible services they did and get away with this.
  
  Sincerely,
  K****** *******

  Business Response

  Date: 12/20/2022

  We will not be doing anything further for this customer, as we had to call the police during his move. We have a strict non-violence policy here at our franchise, and we will not put our staff or anyone else in danger 

• Initial Complaint

  Date:07/06/2022

  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 used Two Men And A Truck for two moves last August. The first move was to place my belongings into storage at Bee Safe Storage. The second move brought my belongs to my new home. Both times I mentioned I could not see into the truck to verify if it was empty. I was assured it was empty. At the end of moving into my new home I told the workers that the amount of boxes was short. I contacted the company's few days later and have contacted them for no less than eight months. Every time I am told someone will get back to me. No one has. I can't replace the family pictures that never made it here. Book collections, cross stitch and embroidery patterns and the scroll and lap frames, material and sewing patterns are a few of the items missing.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 8, 2022/07/12) */ Thank you for reaching out regarding your move that took place in August of 2021. Unfortunately, we do not have any missing boxes or items in our warehouse. If you have any questions or concerns, you may reach out to the office directly at XXX-XXX-XXXX. Consumer Response /* (3000, 10, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Two Men And A Truck. For months I called and was told I would be contacted about my missing property. I can only conclude that what was missing has been taken or thrown out. I feel that this was an intentional stall. When I contracted this company I paid for full coverage. If they no longer have my property I expect compensation. Business Response /* (4000, 12, 2022/07/12) */ Thank you for responding. Like we stated before, please contact us at XXX-XXX-XXXX with any concerns as we are not aware of any missing items. Consumer Response /* (4200, 14, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called Two Men And A Truck for nine months with no resolution. Business Response /* (4000, 16, 2022/07/14) */ Thank you for your response. Looking through our records, we do not have any correspondence in the past few months. We do not have any missing items from your past move last year. Once again, if you would like to speak with someone in management regarding the items, please call us at XXX-XXX-XXXX. Thank you Consumer Response /* (4200, 18, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a face to face meeting. I am willing to go to the office and warehouse. I remind you that there are many items that are not replaceable.