ComplaintsforTwo Men and A Truck

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Two Men and a Truck for a move on 5/16/2023 for a total cost of $1360.During the move there were several damages to the property. Damages to sheet rock, a front door, and front door step. Upon reporting the damages to the movers at the time of the move they said I would receive contact for resolution with in 48 hours. I was never contacted. I reached out multiple times and received no contact. I finally called their corporate office who referred my case to someone local. The company has yet to resolve this issue. I received an email on June 13th offering me $360 to repair our wall, but we have not received a check. This offer for damages did not include the door or front door step and the landlord has confirmed this will not cover the cost of the repairs required. I have not heard back since my last correspondence on June 22, 2023. I am requesting the company pay for the cost to repair the damages.

  Business response

  07/25/2023

  Good morning, 

  We performed a move for ***** on 5/16/23. Following the move ***** reported damage to that he said occurred during his move. Prior to performing a move, we offer our clients Valuation coverage. Valuation is additional coverage for the clients items. Depending upon which Valuation option was selected, determines how we proceed with the claim. With all damage claims, we first aim to repair the damage. We gather quotes for the cost to repair the damage, then provide the customer with a check to cover the cost. 

  On 6/6/23, ***** sent 5 pictures of damage. Some of the damage that ***** submitted was pre-existing. We denied the damage to the wall where a bulk of the damage is located. So, the quote for $360.00 will cover the cost to repair the damage that our crew caused. 

   

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a move scheduled with Two Men and a Truck on January 7, 2023. In the months leading up to the move **** assured me his 3 movers would pack, wrap, and protect all my furniture and could do the move in only 2 hours, despite my repeated efforts to tell him I believed it would take longer. On the day of the move, only 2 movers showed up. They told me they did not have time to inventory my items. The move ended up taking them 8 hours. On the day I was supposed to move into my new home, storms and flooding closed the freeway. Two Men and a Truck told me they could not wait for the road to clear without charging me an additional $1,500 per day, so I rented a storage unit and had them leave my belongings there. When I went to retrieve my items later, I was shocked to find a majority of my furniture and other items horribly damaged and destroyed. My furniture had not been wrapped and protected as promised. My new sofa bed was torn and had been dragged through mud. My mattress had been left in a muddy puddle. My bed was gashed, scratched, and broken. An heirloom antique marble table was broken to pieces. An antique mirror frame was chipped and broken. The majority of my wooden furniture (desk, bookcases, dining table, chairs, bar cart) were covered in scratches and gouges. One bookcase was so damaged it was unsalvageable. Many plates, cups, an heirloom vase, and other kitchen items were shattered. I emailed the company immediately and submitted pictures like they asked. After a month of calls and emails they told me they would pay me back for some of the damaged items. When I asked them about the items they had left off their list, including items one of their employees (****) told me they would cover, they never responded and have been ignoring repeated attempts to contact them for the past month. I paid Two Men and a Truck $10,750 and estimate the damages to total around $12,000. These are definitely not "Movers Who ***** as their company motto would have you believe.

  Business response

  03/28/2023

  To whom it *** concern, 
  
  We performed a move for ******* from ****** to *************, **.Unfortunately, when we arrived near ********************, we were unable to get to her unload location due to road closures. Based upon reporting at the time, we were under the impression that it could take multiple weeks before roads would reopen.With this information, we reached out to ******* to determine how we would proceed with unloading her items. We apologized that this was happening and decided that we would extend the trip by 24 hours before we would be forced to adjust the contract to reflect more time/cost associated with this move. She took a moment to formulate a place before informing us that she booked a storage unit for the guys to unload the items into. We then provided the crew with the new itinerary.

  
  Once we move a customers items into a storage unit, we are no longer liable for the contents inside the storage unit. We inform our customers that furniture is not meant to be stacked unless it is heavily padded for a short amount of time. We request the customer to be present for the unloading process, so theyre able to identify any damage that *** have occurred during transit. Due to the nature of this move, the customer was unable to be present for the unload. We instructed the crew to take pictures as they were loading the storage unit so that we could ensure the items were placed in the unit properly.  

  
  Two weeks following the move, ******* reached out to our office with over 30 pictures of damaged items. We informed ******* that we would begin investigating the claim. We asked for patience to sort through the pictures and gather quotes for the cost to repair the damaged items. We have been corresponding with ******* since the move in attempts to reach a settlement offer. There is currently a settlement offer that has been proposed to *******, that we believe is fair. We are waiting for her response to move before we are able to proceed with closing the claim.
  

  Best regards, 

  **************************;

  Customer response

  03/29/2023

  Complaint: 19625800
  
  I am rejecting this response because: the company's response is inaccurate and leaves out key details.

  
  First of all, I obviously cannot read the minds of the dispatchers during the move, and the road closures did leave things up in the air, but considering that the movers told me they believed the roads would be fine the following day and the roads ended up opening the day after, saying they were under the impression it could take "multiple weeks" for the roads to clear seems a little dramatic.

  
  Second, I was never told that my furniture was not meant to be stacked without proper padding. Even if I had been told, why didn't the movers provide any padding or protection for my furniture when they did have to stack it? Despite multiple Two Men and a Truck employees telling me multiple times - in writing, over the phone, and in person - that they would wrap and protect my furniture during the move, the ONLY padding/protection they used were the few moving blankets I put out that I had saved from a previous move. They provided no padding or protection of their own, even though they promised me they would.

  
  On a smaller point, it was one week - not two - after the move that I reached out to them - the same day I was able to get another team of movers to help me unload the storage unit. You can ask any of those four movers about the deplorable condition we found my items in - they were horrified at the way the Two Men and a Truck movers had treated my belongings and told me that no professional movers should ever do what the Two Men movers did. I was patient as I waited for ******* at Two Men to "gather quotes" (the only quote I was ever given was the one to clean my couch, so I really don't know why it took him a month to find that out, seeing as I was able to get my own quotes for that and other damages in one day. Multiple attempts at reaching ******* over phone and email were ignored until I threatened to get lawyers involved after a month of no word. When he finally did send their offer, he left off many items that had been on my list of damages, and refused to honor the word one of his movers gave me that they would pay to replace the antique marble table top they had shattered. When I wrote back to ask about the multiple items that had been left off the list, my multiple attempts to contact ******* were again ignored for another month until I filed this and other complaints. Even after that, he is attempting to settle with me based on incorrect weights from an "inventory sheet" that the movers never made while I was there (they told me they didn't have time and would do it at the final destination) and that I have never been given access to. As an example of the inaccuracies, they have a five foot tall, antique mirror listed as weighing 5 lbs. 

  
  In regards to the photos the crew took during the unload, after two months of asking and multiple complaints filed, ******* finally sent them to me. Conveniently, none of the 5 photos show the bottoms of the couch, mattress, sofa bed, and box springs that had been torn and dragged through the mud. They also do not show either of my bookcases, one of which is now covered in scratches and gashes because it was not wrapped, and the other which was so badly damaged we had to throw it away. They also do not show my broken antique table - not the pile of broken shards of marble which the movers left strewn across the floor, or the broken frame, part of which they left piled on top of other furniture and the other piece which I found thrown on top of another pile. They do not show my antique mirror, which the movers did not protect as I repeatedly asked them to, set on the concrete with no padding or protection at all. They do not show my white couch cushions strewn all over the storage unit, covered in filth. They do not show the dish boxes with their corners smashed in. They do not show my bed frame, unprotected and scraped against the cement floor and scratched against metal pieces of furniture. They do not show my desk, which was not taken apart as I had asked the movers to and which had not been protected at all. For some reason (I can let you guess what that reason was) none of the damaged items were included in the photos at all (although you can see some dirt on my couch, which you can also see was left unwrapped and unprotected). I provided Two Men and a Truck access to a ****** drive with 120 photos of the damage caused by their movers, and I have even more photos on my phone. I am happy to provide you with the same, so you can see the real picture, not the one they are falsely projecting.
  
  Regards,
  
  ***************************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This Company will not refund me money owed for damaged item.Their email from weeks ago confirms that they owe me money, but they just won't mail it to **** have had multiple phone calls and emails with these people, and I am sick of dealing with them and going back and forth. They keep saying they will mail me a check, but then they never do.

  Business response

  09/01/2022

  Good morning, 

   

  We performed a move for **************** over a year ago. During the move there was a damage that occurred to a tote. **************** disappeared shortly after opening the claim. She reached back out to us 3 weeks ago. Following the conversation, we placed a check in the mail to account for the damage that occurred. Apparently, the check was lost in the mail. We have discarded the last check and mailed her a new check. She should be receiving the check in the very near future. 

   

  Best regards, 
  

  **************************;

   

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 07/24/2021 Amount paid: $2129.50 Business committed to: Furniture protection (padding and wrapping). We selected and paid for Partial Value Protection. That option states that the carrier's maximum liability shall be $3.00 per pound for the actual weight on any damaged article or articles. Nature of dispute: We are asking to be refunded half of the cost of our move and for Two Men and A Truck to honor the protection plan that was offered to us and paid for, because we did not receive the level of service Two Men and A Truck committed to including protecting furniture prior to loading it into the moving truck which resulted in damaged articles. Two Men and A Truck misrepresented and did not honor the protection plan that was offered to us resulting in a lower value per pound for damaged articles - $0.60 per pound for the actual weight. Two Men and A Truck denied our refund request and request to honor the protection plan that was offered to us and paid for.

  Business response

  10/20/2021

  We performed a move for ********** on 7/23 and 7/24. We moved him from a house in ****** to a storage unit in *******. During the booking process we inform our clients of the services we provide such as: padding and wrapping all furniture items, minor disassembly and reassembly, boxes and packing supplies, and Valuation options. We offer Valuation coverage to all of our clients. Valuation is additional coverage for their items. The base option in the moving industry is Released Value Protection. That option basically states the carrier must provide the client $0.60 per pound for the weight of the damaged article(s). We do not offer any other option on moves going into a storage facility. There are a number of reasons for this. One being we are forced to stack furniture without the proper protection. Secondly, we don't own the facility so we do not have access to the items to ensure the safety of said items. 

  On the day of the move, ********** informed our movers that he would like to purchase Partial Value Protection for his items. Our movers in turn charged him for that coverage option. As we were investigating the claim, it was brought to our attention that the client was charged for the Valuation coverage. I apologized for the misunderstanding and refunded the initial charge. On all moves, our movers will place moving pads or stretch wrap on the items while they are in transit. During this move some of the items were not padded or stretch wrapped which may have caused damage to some of the items. Due to this, we informed *********** that we would move forward with damage to the items, if we were able to see the condition of these items as they were being removed from the storage unit. When ********** removed his items from the storage unit, he noticed damage to multiple items. Due to the misunderstand with the valuation coverage, and our crew not fulfilling our promise of protecting all items while in transit. We provided more than $0.60 per pound in our settlement offer. 

  In conclusion, we are disheartened that our movers were not able to exceed the expectations of our client. We believe that we went above and beyond in attempts to rectify the damage that was caused by our crew. We are not willing to refund half of the price of the move.

   

  Customer response

  10/20/2021

  Complaint: 16034935
  
  I am rejecting this response because: per the email on 09/29/2021 from Two Men and Truck, they did not provide more than $0.60 per pound as stated in their response to our complaint; and as stated in their response to our complaint, they admitted to not fulfilling their promise to protect all items while in transit including padding and wrapping. Therefore, we're still requesting for them to honor the $3.00 per pound valuation that the movers offered on the day of our move and for them to refund half of the cost of our move for not fulfilling their promise to protect all items WHILE IN TRANSIT, regardless of the destination. 
  
  Regards,
  
  Hunter Ash

  Business response

  10/25/2021

  Thanks for providing that information. As discussed in our previous response there was a mistake made in which we allowed Hunter to purchase our Partial Value Protection option. We reimbursed him for the initial charge. Unfortunately we are not willing to provide him with that coverage option, we also will not be refunding half of the cost from the move. 

   

  Kind Regards, 
  ******* Hudson 

  Customer response

  10/25/2021

  Complaint: 16034935
  
  I am rejecting this response because: we're requesting to be reimbursed for a service we paid for and did not receive including padding and wrapping items prior to placing them into the moving truck. This ultimately resulted in damage to a majority of our items that were not packed in boxes, and Two Men and A Truck is denying our claims for some of our damaged items that was due to their lack of service and care. We're also requesting for Two Men and A Truck to honor the $3/lb valuation, because we were only reimbursed for the upgrade in protection valuation after asking for damaged items to be valued at the $3/lb when submitting the damage claim. Otherwise, they would not have noticed their error and reimbursed us for their misrepresentation. Ultimately, their poor quality of service has caused a hassle after months of back and forth with no resolution to satisfy the issues they've caused. 
  
  Regards,
  
  Hunter Ash

*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. ↩