Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used Two Men and a Truck to move on May 25th, 2024. They took pictures of standard damages that occurred during the move, and we signed an e-document on their tablet affirming the damages and were told we would be contacted very shortly to get them fixed/reimbursed. We did not hear from them in 1 month and realized it, then reached out. It took over 1 month to get a response, even with repeated calls/emails, and finally I got ahold of someone who apologized profusely and said they would start the process right away. It took 2 more months for anyone to come look at the damages (after many more phone calls and emails from me reminding them), then another month to fix the damage to a couch and actually have someone in the house to view the damages again. We settled on an amount for the damages, and I was told I'd get a check soon. Weeks later I still had no check, so I reached out by phone again and they assured me it would be in the mail immediately and I would receive it in 10 business days or less. That was October 2nd. I still have not received the check. I called again and left a message and emailed again today. I'm sick of them apologizing profusely every time I reach out, but getting no action done unless I make it happen myself.

  

  Business response

  11/20/2024

  There was a bit of a shake up in our organization, and the person originally handling this claim is no longer with us. Regardless, I have communicated via text with Mr. ******* and a request for a refund check in the amount of $100.00 is in the hands of our accounting team, so he will receive it shortly. Please let me know if you have any questions. Thank you!

  Customer response

  11/29/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I finally received a check in the mail and now consider this issue closed on my end. Thank you to the BBB for helping me to get results from this months-long process!

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The job was incomplete. I moved into a basement apartment and they just decided to stop moving boxes down the stairs. I have back issues and made it clear it was necessary and my space was downstairs. Movers were unprofessional and lazy. Administration took a week to respond to me after the move and they did nothing to refund or repair relationship after the failure to complete the job. I heard bad things from friends and should have listened! They also highly damaged the property trying to force items to fit down a staircase that clearly werent going to fit. I was also pressured by an employee to give each worker fifty dollars for a tip and he asked for cash instead of adding it to the bill on the iPad. The movers did not know what they were doing and did not communicate with each other. They took food not meant for the food shelf and tried to bring in the food meant for the food shelf. They asked to use my bathroom immediately upon arrival and asked to use my phone charger too. I am very angry that administration has done nothing to alleviate my concerns.

  

  Business response

  09/26/2022

  Our Woodbury was made aware of the issues on 8/17/22.   In our system it states he emailed the customer 8/18/22 to follow up on the concerns from the move.   ************ manager also looped in our claims manager **** that reached out on the 26th to get the walls and ceiling repaired from the damage.   We were given the new homeowners information and working with them on a resolution.   The manager followed up with the crew, and the said there were a lot of issues getting the furniture where the customer wanted them.   A lot of tight corners, and spaces for the furniture they were moving.   They tried their best, but damages did occur, and we have been working on resolving the damages.   The manager also brought in the crew to discuss customer service.   **** stated they pointed out the gratuity line on the tablet but did not mean to pressure the customer in anyway.   I can reach out to the customer, and we can credit back the $150 gratuity, and make sure that the damages were addressed!  

  Customer response

  09/27/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Two Men and A Truck on Tuesday January 25th, 2022 for a potential move on Tuesday, February 1, 2022. I received an estimate for the move and the required boxes. I was told that they would credit me back for unused boxes. I agreed to the estimate.I called on Sunday morning, January 30th, to cancel the move. I received a call back from **** from ************** at 8:30 am on January 31st. Stating I was within the 48 hr cancellation period and he would be charging me for two hours of move time and the boxes. I was charged $716.25 I have not used the boxes as I did not move. I was charged $346.25 for the boxes. If I was within the 48 hour cancelation period it was maybe just an hour, but I do get it. If it was within, it was within, But I should not be charged for the boxes. If their policy is to refund for unused boxes, then they can have all the boxes and refund me the $346.25. I have left several voice mail messages on the number listed in this message. I have left messages on the other numbers listed for this business. Often times the number would ring for a long time and not give me an option for leaving a voice mail. I have called at least 8 times to resolve this matter with this business. The last time I called I did speak with a person and asked to speak with **** to resolve this issue. I was told that **** was not available. I did tell them if he doesn't call me back to attempt to resolve this issue, I would file with the Better Business Bureau and that the amount that they have charged me is In dispute.

  

  Business response

  03/02/2022

  Joy contacted us to set up a move for 2/1/22 with an 8 am arrival for her move that she stated was a "separation" move.   On Sunday the 30th early afternoon we received a ** from a male not on the account we have for Joy stating she needs to cancel her move.   Monday morning the day before the move we made several attempts to reach Joy, and emailed Joy to see if she needed to cancel the move because a random person left a ** to cancel her move.  We never heard back!   We did not want to not show up if she did need us for her move.  On 2/1/22 the crew called Joy when they were on their way again no answer.   We showed up to the move and then Joy informed us she was not ready for the move.  That was the first time we heard from Joy since she booked the move.  We also sent a confirmation text on 1/30/22, but never got a text back either.  Since the first they have spoken to several managers, and we explained the policies and our efforts.   If we would have got an email, text, or call back we could have worked on the cancel fee.  We sent a team and a truck to her home.  The boxes can be returned and refunded at any time!  

  We do have a 48-hour cancelation policy, and even at the point of the ** on Sunday we were inside the 48 hours.   Additionally, we delivered boxes out to the customer.   We did let them know we can refund the boxes.  They just need to bring them into any of our locations.   We will refund any unused boxes!  If they need help finding which location is closest, they can call me at ************ and ask for *****************!  

*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. ↩