ComplaintsforTWO MEN AND A TRUCK® Chattanooga

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/25/2021--- My brother hired Two Men and A Truck out of Chattanooga to move ******, he had to pay $ 389.00. ****** had lost his debit card so I paid the company with my bank card from ****** Bank. During this move one of the workers dropped a Chifferobe made by Bassett and damaged the right-side door. There was a claim supposed to be filed and my brother paid for the damage, as of 11/30/2021 not settled or repaired. On 11/17/2021 Joey ran my bank card for $ 232.50 caused 3 overdrafts totaling $ 108.00. He was told directly by me not to run my card for any money. I had nothing to do with this business, this was between him and my brother, ******. I would not use this company to move a cathouse!!!

  

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/11/30) */ We have spoken with ******* and let her know that we have been unable to get in touch with ****** to get a different card for payment. We have let her know that if she can have her brother reach out and pay the balance with his card we would be more than happy to refund her card. Consumer Response /* (3000, 7, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with Joey H***, I told him he did not have my permission to run my card at least 5 times. The business was with between Steven and Two Men and a Truck. I was only there to open the door and lock up. While the workers were unloading the furniture one of the workers flipped a chifforobe off of hand trucks onto the ground and damaged the piece of ******** furniture. They have yet to settle the claim with*******. I would not use this company due to them keeping records of card numbers and running them without permission from card holder. Consumer Response /* (3000, 13, 2021/12/23) */ ****** Bank Fraud Dept Has taken care of the claim. I did not authorize Two Men & A Truck take from my account after the initial payment. Business Response /* (4000, 15, 2021/12/27) */ This is not a fraudulent charge. We were hired to move Deborah's brother in which Deborah paid the deposit. At the completion of the move he was unable to provide payment for the balance and therefore the credit card on file was run. Two Men and a Truck has fulfilled our part and if Deborah's brother had paid the balance we would have been happy to refund her card. If the charge has been reversed, legal action will be taken to collect the debt.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Home move on 10/4/21 involving 22 pieces of furniture for a distance of 3 miles. Significant damage was sustained to multiple pieces, including the rear legs sheared off a bedside table and severe damage to a dining room tabletop. I have had multiple calls to the company to resolve the issue with no adequate response. The company will cover only the "insured" rate of $.60 per LB for 2 of the items. I am asking to have the table-top to be refinished by the manufacturer at a cost of $850. I understand that there is always the possibility of incidental damage during a move but in this case, I feel that the company was negligent in sending employees who clearly did not know what they were doing, did not take even basic precautions to avoid damaging furniture and refused to acknowledge that anything was wrong. Attempts to contact the franchise owner have been futile to this point and the company continues to deny any responsibility for substandard work. Both my wife and I work as healthcare professionals and as you can imagine have had a very trying 18 months. If we gave care with such little regard for what we were doing we would not be allowed to practice. This company claims to care for people and hold itself to a high standard. At this point, they have yet to show that in any meaningful way. I have multiple images of the damage incurred and a record of my conversations attempting to resolve this that I will be happy to share with you if needed.

  

  Business response

  12/08/2021

  Business Response /* (1000, 8, 2021/11/23) */ ************ contracted with us for household goods moving services on 10-4-21. At the end of her move a damage report was completed by her move team showing damages to two items. Our claims department contacted her the same day to arrange for her damage settlement. ****** ***** selected Option 3: Released Value for her move. "This is the minimum level of protection and included in our billing rate. Under this option, an item will only be repaired, replaced, or compensated up to $.60 per pound per item. What you paid for the item and what the item is are not factors in determining value. Value is strictly based on the items weight (lbs.) multiplied by $.60. We do not recommend this option but it is the most economical." Her first item was estimated to have a weight of 100 pounds and the second 50 pounds giving a settlement offer of $90.00 = 150 pounds times $0.60 per pound. ****** ***** has declined this settlement and demanded full replacement cost for one of the items or complete restoration repair of the item. The requested amount exceeds the maximum compensation allowed by her Option 3: Released Value. Please let me know how I can be of further assistance. All supporting documents are uploaded to this Claim 53293. Business Response /* (1000, 10, 2021/11/23) */ ***Document Attached*** Attachments for Claim 53293 Consumer Response /* (3000, 12, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in the complaint, the issue was not compliance with the offered insurance but negligence on the part of the employees of 2 Men and a Truck. 1. I would question why as a company you would even offer a level of insurance that you admit you "do not recommend". The process of signing for insurance is carried out by the lead mover at the start of the move when you are already under time pressure due to paying for services by the hour. There is little to no time to read the information and make an informed decision. The driver stated that "most people just sign this one", leading us to believe that this was standard practice. It feels a little extortionate to have to then pay additional fees to cover the poor work provided. 2. This was a short move involving a limited number of items, that should have been a straightforward move. Instead, we ended up with damage to multiple pieces of furniture, ranging from minor scrapes to major damage requiring extensive repair or replacement. We did not have a clear opportunity to even list all the pieces damaged at the time of the move, and when submitted were told that we were "out of the reporting timeframe". We have requested that as a resolution to this substandard level of service we would be satisfied with reimbursement of the repair cost of a single item involved, specifically our dining room table. Cost estimate for the repair has been submitted to 2 Men and a Truck and apparently rejected with no further discussion. We have attempted to talk directly with the franchise owner to help resolve this with no success. 3. This is a company that advertises itself as "movers who care" and adhere to "The Grandma Rule" "to treat everyone the way you would want your Grandma to be treated". We can say that to this point these are simply meaningless words that are not backed up in reality. The movers had no regard for our possessions, took no precautions to protect anything - items not secured in the back of the truck, no blankets covering surfaces and items dropped moving in and out. We are not unrealistic and do not expect every item to be moved with zero damage, some minor scratches are to be expected. Our complaint is that the movers did not even meet a basic expectation when moving our furniture. We are not asking for every item to be replaced, only a single item to be repaired. Even as a basic service recovery action it would seem obvious to us to at least reach out to find some reasonable resolution. Instead, we have been stonewalled from the beginning. Needles to say at this point we would NEVER recommend anyone to use @ Men and a Truck for any moving needs.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Three fold issue-One, Two Men and a Truck did not provide the stated manpower for my move; two, items were damaged and not reimbursed despite my paying for an additional, upgraded 3rd party insurance plan; and three, the company refused to reimburse the money I paid for the advertised 3rd party insurance that they never actually purchased on my behalf, as advertised.

  

  Business response

  12/20/2021

  Consumer Response /* (3000, 9, 2021/10/07) */ I have not heard from them since I filed the complaint. Prior to that, I was working with 2 -3 people on resolving this, but ultimately they came back and said management denied the claims, period, end of story. That is when I asked why I had not heard from the insurance company, as I had paid for the 3rd party insurance--the response was that it's not really 3rd party insurance, claims are just taken to management and they decide. That is not what I paid almost $1k for and is not what was advertised (the booklet I was given specifies it is 3rd party insurance!). At that point I asked for a refund of the insurance premium. After more delays, I was told management denied that, as well and I was told to stop contacting them, as there was nothing more they could do. I reached out to you.... Business Response /* (1000, 12, 2021/10/07) */ ***Document Attached*** Hello, We have reviewed the complaint filed by *********** and prepared the following response. She writes "Three fold issue-One, Two Men and a Truck did not provide the stated manpower for my move; two, items were damaged and not reimbursed despite my paying for an additional, upgraded 3rd party insurance plan; and three, the company refused to reimburse the money I paid for the advertised 3rd party insurance that they never actually purchased on my behalf, as advertised." Our response to Item one: *********** contracted with TWO MEN AND A TRUCK(r) for interstate moving services from two addresses in Chickamauga GA to Oak Ridge TN to occur on 7-5 and 7-6-21. Interstate moves require a firm bid flat rate cost as described in the attached bill of lading. This firm bid flat rate does not specify manpower. Looking in our system, her move was accomplished by six employees and two trucks which is the number indicated on her attached pre-move confirmation letter. Our response to item two: *********** filed a damage claim for twelve items. Two items *********** disposed of before a vendor could assess the damage. The remaining items she declined to allow our vendor to assess and told the vendor she had decided to pursue litigation instead of repairs. The attached signed bill of lading from ***********'s move reads "Full (Replacement) Value Protection is the most comprehensive plan available for protection of your goods. If any article is lost, destroyed, or damaged while in your mover's custody, your mover will, at its option, either 1) repair the article to the extent necessary to restore it to the same condition as when it was received by you mover, or pay you for the cost of such repairs; or 2) replace the article with an article of like kind and quality, or pay you for the cost of such a replacement." Valuation allows us the option of repairing items that can be repaired or issuing settlement for the cost of repairs. *********** has prevented TWO MEN AND A TRUCK(r) from honoring the Valuation she purchased by disposing of items before our vendor could assess the damage and refusing our vendor assess to the remaining items on the claim. Our response to item three: TWO MEN AND A TRUCK(r) provides moving services for household goods. We are not insurance brokers and can not sell insurance. This is clearly stated on the attached pre-move confirmation letter *********** received and digitally signed before her move as well as on the attached bill of lading *********** signed at the time of her move. The pre-move confirmation letter states "Valuation is the amount of liability a moving company will accept for the value of your goods if damaged or lost while in their possession. There are two options to choose from: Full (Replacement) Value or Released Value. The level you choose will limit the amount of liability for any loss or damage to your goods. TWO MEN AND A TRUCK(r) reserves the right to repair, replace or compensate for any loss or damage. Please note, valuation is not considered insurance." The bill of lading states "The consumer must select one of these options for the carrier's liability for loss or damage to your household goods. This is a tariff level of carrier liability. It is not insurance." In closing, TWO MEN AND A TRUCK(r) has attempted to process the damage claim for *********** but are unable to move forward without her cooperation. At this time her claim has been pended awaiting the litigation she mentioned to our vendor. Please let us know how we can be of further assistance. Regards, TWO MEN AND A TRUCK(r) Consumer Response /* (3000, 14, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the responses from Two Men and a Truck, as after reviewing their response to my three-fold claim, I have found it to be inaccurate. In response to their response to item one, my bid reads, "Cost Estimate Breakdown: Number of Trucks 3, Number of Movers 6. Est. 2 Men/ 1 Truck, 15.00 hours, Qty. 3." In response to Two Men's response to item 2, I did not 'dispose of 2 items prior to vendor assessment.' In fact, I got 2 independent opinions, which were submitted to them, and to which their response was for me to submit the replacement model specifications and they would get a replacement settlement for the washer and dryer. At this point, I had been without an in home washer and dryer for over a month and was spending over $20/week and every weekend at the laundromat and I was very transparent about the need to get the replacement. I sent emails and spoke to them verbally about the fact that the washer was locked up with water and a load in it and that the delivery policy requires that the washer be empty in order for the delivery company to be able to take the washer on delivery of the replacement and that I was going to have to get a junk removal service to remove the washer prior to delivery of the replacement. I was told to submit the receipt for the junk removal fee. It wasn't until several days after I submitted the junk removal receipt that they came back and said they were denying the claim because I had disposed of the washer. That was the only item disposed of and it was after the assessments and they were notified of the plans in advance and the only response was to submit the receipt. In regards to the balance of issue 2, I did not 'decline to allow their vendor to assess' and in fact, the vendor is waiting for Two Men and a Truck to provide his requested authorization to repair that he requires in order to schedule the assessment, so that is what is holding it up. Thank you for restating the full replacement value protection policy, as that is what I am waiting on, replacement and repair; what I received however, was the statement that you received my claims and they are denied per management. This leads to issue 3. I purchased full replacement value insurance and yet I was never allowed to speak to the insurance company regarding my claims or the denial by management. When I asked to get the insurance company involved, I was verbally told that I was misunderstanding the insurance l and that there was no insurance company involved, but rather claims are taken to management and management decides the outcome. This is not what I was told when the extra insurance was offered to me, along with an 18 page book about the additional insurance. And, I was charged an additional $754 for the additional full coverage insurance policy (supposedly so that I wouldn't be in the situation of management subjectively denying claims.) I requested a refund of the $754 premium for the full coverage insurance, as it obviously wasn't purchased, but that was denied by management, as well. In closing, Two Men and A Truck have not attempted to process my damage claims and in fact, denied my attempts. Business Response /* (1000, 25, 2021/10/21) */ ***Document Attached*** I have reviewed the attachments and do not see any new information beyond what was in the first BBB submission from Ms. *****. Here is her first submission: "Three fold issue-One, Two Men and a Truck did not provide the stated manpower for my move; two, items were damaged and not reimbursed despite my paying for an additional, upgraded 3rd party insurance plan; and three, the company refused to reimburse the money I paid for the advertised 3rd party insurance that they never actually purchased on my behalf, as advertised." Her second submission appears to have two issues, so I will assume that item three concerning Valuation was resolved by our first response. Our response to Ms. *****'s concerns about manpower: As stated previously, Ms. ***** had a firm bid flat rate cost for her move. The number of men - trucks or the number of hours - days involved in her move have no effect on her price. It was a firm bid flat rate move. Our response to Ms. ***** concerning her damage claim: As state previously, Ms. ***** has not submitted any repair estimates or vendor statements concerning the repairability of any of her items. As her Valuation allows the option of repairing items that can be repaired or issuing settlement for the cost of repairs, her claim can not move forward without repair estimates or vendor statements concerning the repairability of her items. We have attempted to work with her but met with resistance. We can not resolve her claim without her cooperation. At this time her claim has been pended because she stated she planned to seek resolution thru litigation. If this is not the case, I will be happy to proceed with her claim within the limits her Valuation allows. All we need to get going again are repair estimates or vendor statements concerning the repairability of her items. Please let us know how we can be of further assistance. Please refer to the attached pre-move letter Valuation Valuation is the amount of liability a moving company will accept for the value of your goods if damaged or lost while in their possession. There are two options to choose from: Full (Replacement) Value or Released Value. The level you choose will limit the amount of liability for any loss or damage to your goods. TWO MEN AND A TRUCK(r) reserves the right to repair, replace or compensate for any loss or damage. Please note, valuation is not considered insurance. Ms. ***** digitally signed this document Signature: ***** ***** Signature Date: 05/28/2021 Consumer Response /* (3000, 27, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is nonsense, nothing has been resolved. I have submitted all pictures, descriptions, receipts, and invoices as well as having detailed phone and email conversations regarding the damages sustained--in triplicate, as I have been told to contact 3 different people in this process. Whoever is representing Two Men in these responses keeps restating their policy is to repair or replace yet they have done neither--clearly they are the only ones being resistant and uncooperative. Additionally, the 3 people I had been in contact with then stated they were no longer handling the case and referred me to a 4th person who has not responded to my email or voice message, that is when I turned to the BBB, so again, the lack of resolution is not on my end. Business Response /* (4000, 35, 2021/11/24) */ Hi *****, ************ has informed me that your claim with them has been resolved and you are ready to move forward with your damage claim. Here are your damage claim items. Washer won't turn on, unlock or drain Dryer won't spin or heat up 2 office chairs. Back piece is broken on office chairs. Dining cabinet door wooden piece that holds the glass is cracked Large heart shaped table Coffee table leather is rubbed and ripped Train table is snapped Metal locking file cabinet is bent Broken key board shelf on office desk Leg snapped off of standing jewelry box Rack that holds wrapping and tissue paper is broken G shaped green wreath Items 1 and 2 are no longer in your possession so they can not be evaluated for settlement. Items 3, 4, 5, 6, 7, 9, 10 and 12 are considered repairable. Items 8 and 11 are not considered repairable. You have a $500.00 deductible. Settlement is calculated as repair costs for Items 3, 4, 5, 6, 7, 9, 10 and 12 plus replacement with like kind costs for Items 8 and 11 minus your $500 deductible. To move forward with your claim, please submit repair estimates for Items 3, 4, 5, 6, 7, 9, 10 and 12 plus replacement with like kind costs for Items 8 and 11. Please let me know how I can be of further assistance. Bobbi K******, Manager

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