ComplaintsforTWO MEN AND A TRUCK

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid over $2300.The moving team damaged multiple things. I purchase the extra damage insurance for $80. They spent 2-3 hours on moving the fridge at $250/rate. They took apart 3 doors and left them hanging while trying to move the fridge. Bestbuy didn't need to do any of that on delivery. They didn't even bother to read assembly instructions. Revised my estimate multiple times. The destroyed my $4000 refrigerator. They damaged/dented/scratched 3 doors, kinked water lines, broke a shelf in my refrigerator, can't use for ice or water for a month. *************************** was in charge of my claim, extremely slow response, 2 weeks between emails with no updates. Was asked to delay providing feedback until claim was resolved but it looks like there is no intention to resolve my claim.

  Business response

  08/07/2023

  This customer is not in our system, we believe he is attempting to reach the ***********, ** TWO MEN AND A TRUCK. Additionally we do not have anyone employed at our franchise by the name "***************************".

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We moved back in January and the movers broke our window. I filed for the damages as instructed and was told a check had been sent for that amount. It never came, and when i contacted *************************** he said they would send another. He's strung me along for the past several months (this is August 2 and i still haven't gotten a resolution to this) and now he doesn't return emails or phone calls. This is bad business no matter the price, which was $200 to repair the broken window. They did reimburse me separately on the ** they broke during the move, and that was a major hassle. I didn't even bring up my desktop computer not working right after the move either, because i knew that wouldn't be resolved. I just would like the money for the broken window and wipe my hands of this matter, and this company from future moves. The movers were quick, but after tipping $800 i cant get back the $200 from their damages. Madness, and I won't be using them next year!

  Business response

  08/02/2023

  We are unable to locate this customer in our system, additional we do not have any employees with the name "***************************". We believe the customer is attempting to reach the Arlington/********** TWO MEN AND A TRUCK Franchise, we service Dallas County, Collin County, & Denton County, each TWO MEN AND A TRUCK franchise is independently owned and operated. 

  Customer response

  08/02/2023

  I have reviewed the business response and accept this resolution. I did put ************ the location, but BBB must have the wrong info. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired two men and a truck on April 29th to move us from ******* to *********. While we were doing our final walk through at our new house, we noticed several dents and scratches in our 3 month old fridge. One of the men said they forgot to take before pictures of the fridge however I had some from when we had professional photos done of our old house. He took pictures of the damage, called management, and I sent him a picture of the fridge 2 weeks ago without the dent. They told ** we would hear from management on Monday May 1st. We have not heard from them. We have called and reached out twice with no reply or resolution. Im filing this complaint to help reach a resolution from this company who damaged my new appliance

  Business response

  05/22/2023

  We attempted to locate the customer in our system, unfortunately we were unable to locate this customer using the contact information provided. Each TWO MEN AND A TRUCKfranchise is independently owned and operated, our locations include Dallas,******, *****, **********, ********, and *******. If the move was listed under a different name, number, or email please let ** know, otherwise we advise the customer to contact the ********** ********************** franchise.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Worst company ever!I scheduled a move for 1/28, and the guys called me during the scheduled window and said they would be 30 minutes late. This happened four times until they were forced to cancel because it got dark during the move time. They rescheduled for the following Monday and were again a no-show. Then Monday, Tuesday, Wednesday, and Thursday were again a no-show, this time due to the weather. They finally showed up on 2/4 and started packing and loading my stuff on to their truck. After about an hour and a half, the made an excuse to cancel the move and unloaded everything, leaving mid-job with no communication. It was not until I reached out to their office that they suddenly did not feel like they could finish and left. They are now stating they will keep my $150 deposit which was supposed to be credited to my move, despite not even doing the job they were hired to do. The are in breach of contract and have violated the ***** Deceptive Trade Practices Act. I will be forced to file a police report for fraud and dispute the charge with my bank. I will also encounter additional costs having to extend my lease by a month due to their many cancelations and inability to do what they were hired for. So unprofessional and said that they would commit theft and steal money. I recommend that everyone run far far away from this company.

  Business response

  02/06/2023

  We attempted to locate the customer in our system using the name provided, however we were unable to locate ***************************. If the move was listed under a different name, please let us know so we can resolve any issues that *** have arisen during the move. Please note that TWO MEN AND A TRUCK(r) is a franchised moving company and there are 2 separate franchises in the DFW metroplex. We would urge the customer to contact the franchise he moved with directly to confirm which franchise location moved him. You can reach our team at ************ or ********************

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Move Date was Nov 30, 2022.I paid $1,482.12. Two Men and a Truck said they would send Two Men to wrap and unwrap my furniture and move approximately 30 boxes and take 4 to 6 hours @ $159/hr. They also said they would disassemble and reassemble my bed. Only one man was working and *************************** was excellent. The 2nd man, ***************************, was lazy AND he dropped 3 boxes! And he lied to me about the company services. He said he would charge $150 to haul off my loveseat but the company would charge over $400. I decided to keep my loveseat...sounded fishy to **** took pictures of everything *************************** broke or damaged. They only reimbursed me $127.05. Also took pictures of the items they did not unwrap. Also had to buy a new dryer vent hose because ***** removed mine but didn't tell me where he put it. Had to have one to vent the dryer to avoid a fire hazard and lent blowing all over the laundry room. Their motto is "We treat all our customers like we would want our grandmother to be treated." I feel sorry for their grannies.I would like a refund of $556.50 = 3 hours @$159 which I shouldn't have to have paid if they had BOTH been working as hard as *******! *************************** is a liar and a cheater!!CGS-346811 file number with ***** ************************ Also filed my complaint with the **** but not expecting any action from them as they are a government agency and don't seem to be very organized or responsive. Sincerely, *****************************

  Business response

  01/04/2023

  When our crew arrived on the job, the number of items needing to be moved was much more than originally quoted. Our crew did a revision on the price and had the customer sign a release of liability. Our claims department has handled the customers claim and sent a check to them for the standard .60 cents per pound valuation for any damages that *** have occurred during the move. We understand the customer has moved with us in the past however the number of unaccounted items put the move time over what was initially quoted. Part of our policy is to go over a detailed list of all items that need to be moved prior to the move date, in order to get our customers an accurate quote. Our quote is given in a range, if items are not accounted for or added on after the fact, the original quoted amount can change. This ensures that the customers expectation for pricing does not change when their move day arrives. If there are any other questions or concerns, please contact our claims manager at **********************

  Customer response

  01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The quote was correct for 4 to 6 hours. I had everything out of every drawer and in boxes as required. The quote was to include disassembly of the bed. However, *************************** made me sign a form he did not let me read. I got a copy by email. It says it took longer because of the distance from entrance to truck!! The distance was just a few feet at the new location and also not far at the old location plus there were no steps!! It also says it took longer because they had to disassemble items. The only thing disassembled was the bed and the quote included the bed. They complimented me for placing all the boxes in the middle of the room to make it easier for them to move. So, why did it take so long?? Because ***** wanted more money!! I wouldn't let him take my sofa and I didn't tip him. I did tip the other man...*******...because he worked hard. So, I think ***** owes me an apology and his company owes me a refund. And I intend to file a complaint with the ********** of ***** Vehicles since they regulate moving companies. Plus my attorney recommended I write a negative review on Google--which I have done. If they are not willing to make this right, I will tell every woman at ****************************** and ***************** ****** NOT to use Two Men and a Truck.

  Business response

  01/18/2023

  Our Regional Operations Manager has spoken with the customer and reviewed over details from the move. We have provided the customer with the requested documentation from the move and given the 60 cent per pound valuation as included in her move. If the customer has additional questions we ask her to call and speak to our Regional Director of Operations, our contact number is ************.
  

  Customer response

  01/25/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The Regional Director of Operations is ***********************. He is a man of integrity, authority and excellent customer service skills. He spoke with me today and after investigating the situation he is cutting a check to refund a portion of the charges. This is what the first person should have done, so I'm glad we finally reached someone who knows what they are doing. Thanks BBB for having this process ... it works.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi! We had two men and a truck pack and move us on 8/22/22 and 8/23/22. We spent a total of $3,860 on the packing and moving. The company destroyed several items, left items at the other residence and actually lost a piece of furniture. I filed a compliant with them including pictures. I was ignored and pushed aside. Once I contacted corporate I was contacted. I then got a call from the branch we used. They said they would work on and I never heard back. I then contacted corporate again and that prompted the branch to call me like before. They gave me an estimate of $850 in damages. That amount would not even cover one tenth of the damage they did. We purchased the extra insurance that states they will fix, replace or compensate us. We have asked for an adjuster to come to our home to visually see everything and they have denied to do. All of the damages were due to their negligence in their packing and moving. We would like everything fixed or replaced. The branch that moved us is: 5800 I-35 North, Suite 402, Denton, TX XXXXX. XXX-XXX-XXXX We are hoping you can help us resolve this issue. Thank you in advance.

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/10/03) */ Our customer care team has been in contact with both customers in order to resolve this claim. As of XX-XX-XXXX our customer care team spoke with one of the customers and are in discussion to resolve this claim with a settlement. We want to assure the customer that we are handling the claim and look forward to resolving this matter in a timely manner.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attempted to get this resolved with the following company for a few months with no success and no response, not even an apology from the company. They charged me 1,290 and was recommended by an employee with the name of Alex. They were supposedly going to be very careful with moving my stuff and provide an excellent service and instead they damaged alot of my furniture and the house I moved too. They made holes on my walls that I now have to pay a painter to fix and it's costing me to texture and paint the walls that they damaged for 3,000. This is something that could have been avoided and the company only wanted to give me $200. I am not asking for what they are repairing even though I should but I am asking for a refund for the amount paid or give me the names of the movers so that I can pursue legal action if not I will be pursing legal action against the company. It might have not been important to them but these are things from family generation that were valuable to me. Yet you state " We strive to be the best at everything we do, and this type of training is imperative to our success." so what happened to that principle. I would like to avoid any kind of legal action here but this is not correct and for this person to just ignore me worst customer service ever. How can a company not even offer an apology, I have been trying to get this resolved since January of that mover incident. I would like this to be resolved.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/05/18) */ Our Director of Operations and our Customer Care representative have been in contact with this customer since December of 2021. Our general manager attempted to resolve the matter with the customer in January of 2022. When the customer accepted the terms of her move, she also accepted the 0.60 cents per pound valuation which allows customers protection if there are any damages during the move. When our manager spoke with the customer in January, he went over the valuation again and offered a $230 check for the damages. The manager also offered the customer the option to have repairs for the damaged items, the customer declined the offer for repair. The customer accepted the check at that time, but according to our records she has not cashed the check. We did not hear from the customer again until we received notice that she disputed the charges with her credit card company. The credit card company investigated and determined the charges to be valid according to the signed agreement during her move. Our Director of Operations spoke with the customer in April and went over the terms of the valuation she selected. Our goal is to deliver excellent service during our moves, we recognize accidents happen and have offered resolution to this customer. Consumer Response /* (3000, 12, 2022/06/08) */ No the company did not offer a resolution . And the credit card company said that the merchant would return their calls . So they tried several tomes and they had to close the case on it .The merchant did the damage on purpose it was no accident at all 3200.00 worth of damage to my home and furniture. Business Response /* (4000, 14, 2022/06/13) */ We are sorry to hear our customer does not believe we offered a resolution to this matter. Our records indicate that a manager spoke with the customer over the phone in early January 2022. During this phone call our manager went over the details of the valuation that the customer chose when booking this move. The customer had selected a 60 cent per pound valuation, we moved 300lbs worth of furniture for the customer which in total comes out to $180 and we added $50 for drywall repair. The valuation selected is a free standard valuation that we are required to provide by state law, it is also noted on the paperwork that the free standard valuation may only pay a fraction of the value of your items if damaged. On this same call our manager offered the customer repair in addition to the check, the customer declined the repair and accepted the check to close out the claim. We still do not believe the customer ever cashed the check offered for her claim. Our accounts receivable representative did receive a notice of chargeback from the customer's credit card company and submitted documentation including the customers sales order, moving service agreement, and valuation acceptance. Our representative was then contacted again by the credit card company and submitted additional documentation in April. The customers credit card company reviewed the documentation requested and deemed the charges to be valid based on the documentation the customer had signed on the move day. Our company has core values we stand by, and we would never intentionally damage one of our customers belongings. As a company we feel we have taken the necessary steps to resolve this claim with the customer. Our offices are always open for any questions, concerns, or comments. Consumer Response /* (4200, 16, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except that as they did alot more damage than 2 hundred dollars as they not not properly wrap the furniture and damaged my wall in the new house I just moved in to and I want my money refunded for the damages .And I cashed the check they sent for the 2 hundred dollars as that is not acceptable . And they never did any extra work as that is not true. Business Response /* (4000, 19, 2022/06/16) */ We understand that the customer does not agree with the resolution we have provided however we have honored the terms and conditions of the contract that the customer signed the day of service. The customer chose a standard state mandated valuation of 60 cents per pound and we paid the customer the agreed upon amount of $230 which includes $50 for drywall repair. The customer verbally agreed to accept the check when they spoke with our manager in January. The customer can contact our claims manager at *************************** for any additional questions or comments regarding this claim. Consumer Response /* (4200, 21, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont agree as that does not matter what I signed . They did not do the move properly what i paid them to do . As they refused to properly wrap the furniture and damaged it and now it looks bad . Because they choose not to do a great job on what you are paying them to do and not only was alot damage to my furniture and also my new house. I want a refund of all my monies that was spent on this move. Business Response /* (4000, 23, 2022/06/23) */ We have provided the customer with more than one option to resolve the matter before if ever came to the BBB and the customer chose to refuse. Per the signed contract we have fulfilled our dutiful obligation for the services we provided. On our end the claim has been closed because the customer agreed via phone call to accept our check and refuse additional repair for items that were damaged. Again we understand and apologize that accidently damages occurred during the move, however we have taken every step to resolve the claim and as such the claim has been closed. Consumer Response /* (4200, 25, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont agree as they never offered anything but the 2 hundred dollars and told me that they would not do anything other than that . They told me to fix everything myself with that 2 hundred. So I cannot even get a contractor for 2 hundred dollars. I want a full refund. Business Response /* (4000, 27, 2022/06/27) */ Our final offer is the $230 check we sent the customer after she verbally accepted it as a resolution to her claim. At this time we have no other comments, please consider this our final correspondence. Consumer Response /* (4200, 29, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept that as it was by far alot of damage for not doing the job correctly. I did not cash that check also as it will not even pay for a contractor to fix the wall they damaged let alone all the furniture. I want a full refund . Business Response /* (4000, 31, 2022/07/01) */ The customer has been financially compensated per the signed agreement, we also offered to send someone out to fix damages and the customer declined. Our final offer stands as is, thank you. Consumer Response /* (4200, 33, 2022/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I do not agree as they never offered to send anyone out to fix my wall or furniture . I want all refund back . I paid for a service and it was done badly . Business Response /* (4000, 35, 2022/07/11) */ Our final offer stands as is, please consider this our final correspondence. Consumer Response /* (4200, 37, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not eccept that as they did not do what I paid for and want a full refund .

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired them to move a one bedroom apartment. The quote was 3 men at 208/hr. The move occurred Saturday, November 6. It took three guys 6 hours to load and five 3 hours to unload a one bedroom apartment. I could not and still cannot believe it. Two expensive items were damaged and a few broken. My $800 chair has thumb prints where they carried it. The leg of my new dining table is peeled. They disappeared for at least 30 minutes and later I go out to find a worker just sitting in the back of the truck. I go back out to ask a question, he's then outside of the truck smoking. This same worker then sends up a new quote for $5500 when my rate was three men at $208/hr. At this point we were at 6 hours. Even had they done 10 hours, that didn't equal $5500. I know I was taken advantage of and it's not okay. One of the managers even had the audacity to call me by my first name. It's business at $208/hr plus a $208 travel fee. This was business. The other manager reimbursed me for an hour and for one of the broken items a little over $300. I'm not sure how he got that total, but the settlement is not fair and I plan to escalate to corporate at least. I have not opened or cashed the check. Time and money wasted because a lack of efficiency, effort, productivity combined with poor work ethic and complaining from movers.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2021/11/29) */ ***** ***** Case ID #:XXXXXXXX Hi, when Mrs. ***** reached out to our Garland office about her concerns, we thought we had come to a resolution during her initial follow up during the move. After reviewing all information with Mrs. *****, she stated all concerns were stated and were addressed and handled right away. We regret that she was not satisfied & if she would reach out to our office, we would be more than glad to address anymore of her concerns.

*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. ↩