ComplaintsforTwo Men and a Truck Waukesha

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I scheduled moving services with Two Men and a Truck Waukesha (********/**********) for July 25th, 2024. As part of my moving services, I ordered a mattress bag from Two Men and a Truck to protect my mattress during the move. Two Men and a Truck neglected to put my mattress in the protective bag, as was agreed upon and ordered at time of scheduling the service. Within hours of the move being completed, there were bedbugs discovered on my mattress and headboard. I am able to prove that my belongings had no previous bed bug activity. My new home also did not have any bed bugs. The new home that furniture was moved to was completely renovated prior to my move. All carpet, flooring, floorboards, door/window trim were removed and updated with absolutely no bed bugs. The contractors who have done all of the renovations in new home are willing to give testimony that there were no bedbugs prior to the move with two men and a truck. Two men and a truck has admitted to not using the mattress protector bag but refuses to take accountability for the costs associated with the transfer of bedbugs from their truck to my new home and belongings. Treatment costs for bedbug extermination was $2,200. Additionally, I had to throw away my mattress and headboard and bedding. Cost to replace my mattress with the exact same mattress is $1,800, plus $125 for bed frame, as well as an additional approx $100 for bedding replacement.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had four boxes stolen from my move.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  First quoted that our load will take 4 hours plus 1 hour of drive time. To be completed was basement (sofa, air hockey table, fridge) 3 bedrooms with bed, nightstands and 2 dressers, living room with L shaped sofa, outdoor furniture. After 3 hours, 1 bedroom not touched, outdoor furniture not touched, part of sofa in basement left and fridge not moved. Had mover swear at me because I wouldnt sign paperwork with all the damage. After the fact, I learned that they had already done some damage and then had me sign the contract. Damaged walls- they had a company quote and all I know was that it was over $2000 and needed gm sign off. ** refused and wanted more quotes. These quotes come from them not me. Time elapsed now from move 6 weeks. Loading was Sept 1. 2 weeks later (8 weeks since move) another company called. Im in the process of trying to sell my house, but couldnt put it on the market with the damage. Last week I hired my own company and will be taking them to court. They also damaged our fridge and sofa and their appliance /upholstery guys said the damage was too great to fix so they said they pay by the lbs which would equal less than $300. Never accepted the money nor have they paid. Always an excuse as to why they never called back or emailed back.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They moved ** from *************, ** yo *********, **. We are missing alot of peronal items. They will not answer the phone.

• Initial Complaint

  10/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Have called & emailed Two Men and a Truck but have not received a refund/or billing adjustment and have not received a check for any damaged items. The last email I received (from *********************** in operations) stated that management was reviewing. This was on 8/21/2023. I haven't heard a word since. The company didn't fulfill their contractual obligations; the movers left an entire truckload of my furnishings at the house I was selling in **. (I moved to a senior apartment in **.) They damaged many items - many beyond repair. They have not reimbursed me for ANY of the damages. They have not reimbursed me for all the furnishings they left behind in **. On top of these issues, they overcharged me. I did state on the Household Goods Descriptive Inventory when they were leaving my apartment in ** that the contract wasn't fulfilled. I am over 80 years old and need to be reimbursed for the many damaged items (around $620) and the cost of the items they didn't load/move ($3,415).

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 21,2023 2 Men and a Truck came to pick up my belongings at ******************, Waukesha, WI. I paid $3,370.00 to have said belonging taken to my new home at W316S3691 State Road 83, Waukesha, **. They did not load all of my belongings citing they did not have enough room on truck. They had 2 big trucks there, and they had to go back to load more on a third truck. This added a ton of time to my bill. I was sitting behind their truck and noticed that they never loaded the grill, so I honked my horn to tell them to get the grill. They were going to leave it there like everything else that they left there. We told them that we had 2 freezers and 2 mowers. They refused to move any of these items. We drained all the gas to get them to take the mowers. My wife had to sign a waiver for them to move the freezers. I've been using movers for over 20 years, and I never had any issue with any of these items, and I have a lot more to say!Their 15 minute move between 2 houses took longer than when we moved 3 hours from *********, **. How is that even possible?! They did credit us one hour back, but it should have taken a lot less time than the move from *********!The movers refused to put items where we had indicated on the boxes. We even heard the lead guy tell one of the others that they were not moving our small couch to where we wanted it to be. When did the movers become the boss?! We just wanted these movers out of our house!!!! They didn't even set up our very expensive sleep number bed when I was told by the office that there guys were all trained on how to take down and reassemble Sleep Number beds!!!!The office did send 2 guys to assemble.They even broke several family heirlooms and hid the broken pieces in the closet! I can never replace broken family heirlooms! They gave me $85.00 for breaking all of my family heirlooms.I could go on forever, but they limit the complaint length!!I wish I had more room to list all of the other issues.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On July 26,2022 2 Men and a Truck came to pick up my belongings at *****************************************************************. I paid $7,209.00 to have said belonging taken to my new home at ****************************************************. They did not load all of my belongings citing they did not have enough room on truck. I had to rent a van from U-Haul to drive rest to **. This cost me $1,000, and $300.00 in gas money. I complained to above office who rented the truck. Also to their corporate headquarters. And general manger in **. Said they would look at my complaint. I was told this was my fault(?). Never heard anything more. Would like to see if you can help me. Thank you for your time. *******************.

  Business response

  12/22/2022

  To Whom It May ************************ and every move is very important to our team at TWO MEN AND A TRUCK, and we have maintained detailed notes throughout this communication with ********************
  
  
  When we showed up for this move, ***** had many more items to move than she originally disclosed in the estimate inventory. We accommodated as many of the un-inventoried items as we could (at no additional charge) on the one truck that ***** had secured for her move. ***** was onsite at the time and agreed that the truck was completely full. The additional un-inventoried items would have required an additional truck, which we did have available and offered to ***** at our standard rate. ***** refused.
  
  
  Ultimately, ***** had more items than she disclosed for the estimate and did not want to pay TWO MEN AND TRUCK to move them, junk them, or take them somewhere else. She was offered solutions at the time of the move, and she refused what we could offer. We have on record that she made the following comment: Im a farm girl and can handle this on my own. 
  
  
  As a result, ***** will not be reimbursed any monies for the additional truck or fuel. She has already received an excellent value from us, as we already moved more items than were inventoried at no additional charge to her, stopping only when the excess required an additional truck that ***** did not wish to pay for. 
  
  
  We also have on record that ***** complained about not being able to move her animals with TWO MEN AND A TRUCK. TWO MEN AND A TRUCK has never moved animals. We do not move pets or livestock. 
  
  
  It is not our policy to blame the client, and we did not tell ***** that this was her fault. We did tell her that she declined the services that we were able to provide to her. 
  
  
  We wish ***** the very best in her new space, and we appreciate the opportunity to help her move forward. 
  
  
  ***************************
  VP, Marketing & Communications
  

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  You don't provide enough space. Please see me Yelp review at https://www.yelp.com/biz/two-men-and-a-truck-waukesha-******** from ******** as it also includes photos. See my previous review on BBB site where they LIE once more saying they damaged "ONE ITEM".This company needs to be shut down.I WANT MY ITEMS REPAIRED BEFORE I PAY MY CREDIT CARD BECAUSE THEY LIE ALL THE *****

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We were moved on December 8th 2021 from our ********************** address to Newhall address. After the move I noticed our wooden dresser was scratched. Some of my jewelry was missing including a Ruby **** and an Amber ********* They were worth over $500. We paid over $2000 for the move including insurance.

  Business response

  06/02/2022

  To Whom It May ********

  We do not have a move in our system for a person named ***********************. We do have a move in our system for a different individual at that address.Legally, we are not able to share information about a move without the express permission of the individual whose name appears on the account. 

  If that individual would like to file a claim, we would be happy to follow up. 

  Thank you,

  ***************************

  Vice ********** ************************

  Customer response

  06/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

   

  I am sending you a photo of our statement from 2 Men and a Truck. The account is under my husband's name, *********************.

  see attached 

   

   

  
  Regards,
  
  ***********************

• Initial Complaint

  11/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Move date was 10/15 from ********************************** to ****************************************************. The transaction # is I9593-1. I hired Two Men and a Truck to move my furniture from ** to **. Nearly every single item was severely damaged in transit due some sort of catastrophic shipping container breakdown. My furniture is all solid walnut and very valuable. Legs were ripped off of desks and night stands, there are deep gouges in the surfaces and innumerable scratches. All damaged areas are highly visible. The company reserves the right to repair. They took one piece (a desk) straight to the repair provider because it was too severely damaged to even stand. I am very dissatisfied with the repairs as they used copious amounts of wood filler which is very obvious, does not match the grain and still feels soft to the touch. I told their claims representative that I was unhappy with the repair and sent pictures. She told me that management felt it was acceptable and that nothing more could be done. They are insisting I accept this repair and additional repairs on other damaged items; however, I do not want more mediocre repairs done on my valuable pieces. They need to accept responsibility for both the extensive damage and inconvenience they have caused. I have reached the end of my ability to negotiate with their settlement department, so I am filing this complaint.

  Business response

  11/19/2021

  To Whom it May **************************** satisfaction and our reputation is extremely important to all of us at TWO MEN AND A TRUCK. As a result, I have researched this complicated claim extensively, because it is clear that errors were made by both parties. 
  
  
  We should start with valuation, which is essentially insurance offered by our company. Valuation is always defaulted in up front at $75 and legally entitles the customer to repair of damaged items and reimbursement of $3.50/lb. if items are irreparable. The customer has the option to decline valuation and select the free option, which does NOT include repairs, rather a blanket .60/lb. reimbursement for damaged items. Both options clearly state that the customer has up to four days (96 hours) post-move for any damages to be documented and a claim to be submitted. 
  
  
  In this case, five damages were noted the day of the move due to a shipping container issue, and we accept responsibility for these. Errors occur at times, and they did here. When this happens, we humbly apologize for these mistakes and strive to make things right with each customer based on the individual situation. That said, we have had great difficulty resolving this particular situation because the customer refuses to acknowledge the legally binding and documented decisions that she made on the front end regarding her move. 
  
  
  We have a documented signature that this customer declined valuation/insurance the day of the move and chose to go with the free option, which does not include repairs, but rather a .60/lb. reimbursement of any damaged items. Confusingly, there was an error with our software closing out overnight (it was an overnight move) and defaulting back to the $75 valuationeven though the customer had declined it. We are within our legal rights to reimburse the client the $75 valuation and stick with the terms of the free valuation, since we have a refusal signature, but we have chosen to honor the terms of valuation, since it was our system error that added it back.
  
  
  By honoring the valuation charge, we are accepting responsibility to repair the five damaged items that were noted within the four-day claims period or reimburse the damages at $3.50/lb. The customer is refusing repair and says she will only accept full-value replacement at her discretion. Unfortunately, that is not part of the agreement she signed, and we are not obligated to replace repairable items. We have reviewed the repairs that were made to the items she is disputing. They were made by a craftsman often used by the local franchise in her area, and it has been deemed that the repairs are excellent. One of the images sent by the customer and claimed to be a flawed repair is not in fact a repair at all but an existing flaw in the woodnot repaired by us or anyone hired by us.
  
  
  We should also note that in a conversation with our staff prior to repair, the customer clearly stated that she would not be satisfied with any repair, no matter how good it was. She would only be satisfied with complete replacement. Unfortunately, that is not part of the agreement she signed, and we are not obligated to replace repairable items. (For example, the propane tank door became detached from a working ***** grill in the move. Rather than allowing us to make the easy and undetectable repair to the door, this customer has demanded a brand new ***** grill. In another similar situation, glass shelves may be customized and replaced rather than the entire bookcase being replaced, which is what this customer is demanding.)
  
  
  As you can see, the customer also came back weeks later (far outside the agreed-upon 4-day window) with ***** additional alleged damages post-move that she wants full-value replacement for at her discretion. Again, complete replacement is not part of any of our insurance agreements, and in this case we are declining to provide valuation insurance or repair to these items since they are so far outside of the agreed-upon four-day claims window.
  
  
  There are certain things that we reimburse no matter what, such as damages to flooring, walls, woodwork, etc. Post-move, this customers floors regretfully had some dirt and staining. In order to be reimbursed, the customer is legally required to provide estimates for our approval prior to contracting the work. This customer had her floors cleaned without providing a bid to us. Though we are not legally obligated to honor the customers choice, as a goodwill gesture we are honoring the $600 cleaning fee incurred. 
  
  
  In addition, the customer claims that items were left behind. The move list is provided to us by the customer and officially confirmed prior to the move. The items on that list are what was moved. (For example, the customer claims that we should have moved her baby grand piano, but there is clearly not a baby grand piano on the customer-generated list. A piano of that size would have required four people and special equipment, reserved at the time of scheduling. We would have been happy to move the piano if we had been contracted to do so.)
  
  
  The unfortunate thing about this customers reaction and unwillingness to work with us amicably is that it seems she cares more about her possessions on the back end than she did on the front end. She clearly did not read through the terms of the moving agreement regarding repairs, reimbursement, and replacement prior to signing it, and she declined even the $75 fee for valuation/insurance if anything did go wrong. Full-value replacement of repairable items was never part of her legal agreement, and she is unreasonably asking to be compensated only in this way.
  
  
  We believe that we have done our very best to resolve this matter with the customer and we have provided more monetary compensation than she is legally entitled to: 
  Honoring the $75 valuation insurance when she clearly declined it 
  - repair of items claimed within the 4-day window 
  - $3.50/lb. reimbursement for irreparable items or items she declines to have repaired (instead of .60/lb. she is legally entitled to) 
  Honoring her flooring bid, though she did not submit it for prior approval
  
  
  We understand that moving can be stressful. Since it isnt something people do all the time, it can be unfamiliar and challenging. This is why we have a time-tested and legally binding process in place to protect both the customer and our company from things that can go wrong on either end. If errors are made, we have contracts and agreements up front to rely on and protect both parties. Its incumbent upon both parties to clearly understand what theyre signing up for. We believe we have gone as far as we can in trying to make things right with this customer.
  
  
  Kind regards, 
  ****************** | VP, Marketing & Communications

*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. ↩