Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired Two Men and a Truck to move us on August 8, 2024. During that move several items were damaged. We contacted them and they sent contractors which did the following: Applied Old English scratch cover to scratches in the dining table and in a door jam that was damaged, put screws in the underside of the dining table. We had already fixed door handles that had been replaced wrong. Later in September, we lifted our King Sized mattress to discover it was torn in two places from the move. I called and spoke to a manager named ******** who asked me to text pictures right away and he would would have someone come to our house to decide on repairs or replacing the mattress. I told him I did pay the extra $50 on the day of the move, which I have a copy of the receipt and stated that I at least want my money back if they do not fix it. I called him today on 12/9/24 because no one has contacted us or come to view this mattress and fix or replace. At this time, I would like to have resolution of this. The contract for "increased valuation for our customer's belonging" indicates a maximum of $2000 for a single item that was damaged. We have been more than patient with this company. We would like reimbursed for the damage to the king size mattress.

  

  Business response

  12/23/2024

  Hello,

  After reviewing your file, it looks like your move had taken place on August 8th of 2024. On the moving service agreement signed on the day of the move, it states that you have a 30 day window to submit a damage claim after the move is complete. Our team was notified on September 21st 2024 by our corporate office that you had reached out in regards to the mattress being damaged. Unfortunately, with it being over the 30 day window to make any claims, we would have to deny the damage claim at this time. We have a strict policy for our 30 day window, as this is a law with the State of Nebraska. The reason for any denial after the 30 day window is because customers tend to move things around after our movers have completed the move which could potentially cause damage to your belongings. In the images provided, the tear is very noticeable and is facing in a way that would have been noticed when putting sheets on the bed or entering on that side of the bed. As far as the other damages, we are glad that these have been corrected as previously stated. Attached is also the signed agreement with these terms.

  Customer response

  01/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: denying legitimate damage claims represents a breach of business ethics and consumer trust.  I want a formal written statement from Yancey that he lied.  Or does this company’s leadership deny their responsibility to consumers when their employees lie to customers? 
  
  Sincerely,
  
  ***** ******

  

  Business response

  01/06/2025

  Once again, this claim was submitted past the 30 day window. There is nothing more we can do to assist you with on this matter. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired Two Men and A truck to move from one house to another. The job was supposed to take approximately 6 hours and they were supposed to provide 5 men and 2 trucks. Due to the excessive heat that day (August 26th) there were several employees that called out so Two Men and A Truck only provided 2 movers and 1 truck. This caused the job to go MUCH longer than what we had expected. So much longer that they had reached their maximum "road time/working time" and were not allowed to unload the truck and had to come back to the new house the following day to unload. When the driver presented the final invoice it was quadruple the amount from the original estimate. I stated to them that the understaffing and lack of providing the necessary resources to complete the move in a timely manner should not be on the customer, and I refused to sign it. On Thursday August 29th we received an email with an attachment of the final invoice on which they had forged my signature and initials (copy/pasted from the initial estimate I signed to start the job. I know this because I had made a mistake on my signature and the same mistake appears on the final invoice. No two signatures will ever look identical when signed on an I-Pad.) and they had charged my credit card. I charged the amount back reported the fraud to the CC company and I have filed a police report. This is not only unethical but highly illegal. There were several things damaged PLUS we had to rent a ****** and rope in friends and family with pickups to complete the move as there wasn't enough space in the ONE truck they provided. I am seeking reimbursement for the ******, the gas, time, property damages and emotional distress.

  

  Business response

  09/05/2024

  Hello,

  We sincerely apologize for any inconvenience you endured during your move with Two Men and a Truck. We appreciate your feedback at this time, as we utilize this kind of information in our training, as well as with our current crews. Without this information, we would not know everything that happens when our managers are not on site. It looks like our Operations Manager reached out to your husband and created a resolution with him. We are happy that we could come to a resolution at this time. Once again, we apologize for the issues during your move. If you have any additional questions, comments, or concerns, feel free to give our customer care team a call at ************* 

   

  Sincerely,

  Two Men and a Truck

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/24/2024 we had movers scheduled to be at home at 8am. They did not show up until after 2pm. we were quoted $1600-2000 for 3 men to move our things to a new house. One of the men talked on his phone and complained the entire time. They ended up not packing the truck efficiently and left 1/3 of our belongings which were mostly heavy items at our old house. One of the guys lied about breaking our bedroom furniture. They were at our house until 1130 pm and then charged us $2600. we asked about them coming back the following day to get the rest of the items left. They promised they would be there Sunday at 8am. We waited for 2 hours. They never showed up. We had to rent a uhaul trailer so my daughter could sleep in her crib as well as get a lot of other items that are necessities to live with (I'm 9 months Pregeant and due today). They said they would be there at 8 am on Monday my dad waited all day for them at the old house. I had to use PTO to wait for them at the new house and they again did not show up until after 2pm. I tried to resolve this with them directly and getting nowhere. They are agreeing to reimburse only $245. We would like at least $600 plus be reimbursed for the Uhaul rental and the 3 days wasted (PTO) that was supposed to take a day.

  

  Business response

  09/05/2024

  Hi *******

  We reviewed your account and could not find anything on our end. After discussing with you, it looks like this was for a different franchise. The Home Office number we provided will be able to assist you in getting ahold of the correct franchise.

   

  Sincerely,

  Two Men and a Truck

  Omaha, NE 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On, 07/26/24, 2 Men and a Truck, was hired to move items from house A to house B, with a scheduled window of arrival of 12:30-2:30. At 10:43 I received a call that the movers were 35 minutes out. It was earlier than the timeframe, but my mother was at house A, so it was doable. Per my mother, the movers arrived right before 11:30. At 1:45 the movers said they were done with everything. When they were reviewing charges, I asked why the times did not match and was told that time starts when they call and are traveling to house A and it ends when they arrive back at the shop from house B. I was also told that they add time as we review the charges; I signed so that the time would stop. None of this was mentioned when I scheduled the call nor was it listed on the estimate. I was charged for moving time between 10:43 and 1:56 (this may be a few minutes off). In addition to the travel time, the actual move time is the second problem. Travel time between the houses is typically 15 minutes (it took 30, but understand they have to secure everything/drive slower). I removed doors from their hinges and broke down the crib prior. The only items the movers had to disassemble/assemble were 2 basic metal bed frames. From house A they moved: a queen bed (mattresses/simple frame), two suitcases (heavy), 2 plastic bins, a garbage bag with bedding, crib/mattress (already disassembled), a small personal printer, an armchair (lightweight), a small roller tv stand (lightweight), and a bookshelf (lightweight). In house B I had movers take a king bed (mattress/simple frame) downstairs). I have moved to/from house B several times (usually with additional furniture - table/couch/dressers/etc.) and it has never taken that long. I can provide photos if that helps. Contact attempts: 07/26/24 (voicemail), 07/29/24 (email), 07/30/25 (transferred to customer service, left a message), and 08/05/24. Desired resolution: reimburse for charges outside of 2 hour moving time.

  Customer response

  08/12/2024

  I reviewed the information and realized I had a typo; the total amount was $555. I apologize for the mistake!

  

  Business response

  08/14/2024

  Hello,

   

  We sincerely apologize for the misunderstanding with drive time being associated in the billing process. It looks like our team tried to reach out to you on August 6th to try and come up with a resolution with you, as well as verify the times via GPS on our trucks. Our management team has been made aware of this issue/complaint and will attempt contact again today. 

   

  Sincerely,

  Two Men and a Truck

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  May 22, 2024: Two Men And A Truck arrived as contracted to help us move from our home on ***** ****** **** Omaha, NE. 68136 to our new home ***** ******** ***** Gretna, NE 68028. The movers damaged our piano, Wurlizter upright family heirloom, broke all 3 foot pedals completely off. Then they failed to properly secure the ceramic tiles on our patio table, as they lifted the table the tiles crashed on the deck of the house we are selling. 2 tiles were shattered, 1 suffered a significantly large break. The movers hauled the table away to dispose of it. When moving items into our newly built home, they did not measure, nor remove the entry door to our walkout and tried to shove a large refrigerator through it. They wedged the fridge, causing significant damage to the new door, door frame & jamb. We have video documentation & pictures. When looking at security footage to get the video of the damage to the piano & table, we discovered that one of the movers appears to be casing our belongings, taking pictures or our items and texting them to unknown parties. This person stole from our garage - we have it on camera. He also is on camera lifting the hood of a private vehicle, taking pictures/texting them, and putting his hands w/ intent to do the same to another private vehicle. I have contacted the company via phone, text, email to complain on 5/22, 5/23, 5/24, 5/28, 5/29 and again on 6/6, 6/7, 6/10. I've shared the videos & pictures. Two Men have avoided communication other than to issue a $90 refund for the time the men spent destroying our walkout entry door. They send me to "Customer Service" when I call and no one calls me back. They should be reimbursing the cost of the piano repair est. $300, reimbursing the entire amount to get our entry door fixed (they won't even schedule to come look at it) uncertain of total cost, reimbursement of patio table, and at this point the charges to move us should be reimbursed as we caught criminal activity by their employee.

  

  Business response

  06/11/2024

  Hello,

  We completely understand your frustrations and apologize for the issues that occurred during the move. Our Customer Care Manager tried to reach out a few times Friday to get a resolution going with you but was not able to get in contact with you. We will attempt to contact you again today (6/11/2024) to get repairs scheduled and a resolution made. 

  Sincerely,

  Two Men and a Truck

  Customer response

  06/11/2024

   
  Complaint: ********  
  I am rejecting this response because:
  I have not yet heard from the business today and the issue has not been resolved.

  If they attempted to contact me on Friday, no voice-mail, text, or email was received.

  Will keep this open until resolution occurs.

  Sincerely,
  
  ******* *******

  

  Business response

  07/12/2024

  Hi ********

  It looks like our team has contacted you in regards to the invoices so we can wrap up this resolution, however, we have had a hard time reaching you. It looks like our Customer Care Manager tried to call on june 27th and July 9th with no luck. Please give us a call when you have a moment to discuss this claim further at ###-###-####. Thank you.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On the 2nd of November. Which was the address they were moving us from ***** ****** *** to our new address, which is **** ******* **. during the move. The two movers walked into the house. One of them had feces on their feet and walked it all over an area rug, then denied it was him, and said it must have been our car. Our cat hadn’t nbeen in the house for over two days. secondly once they did move the television that was working that morning, I bought a year ago that cost $1400 no longer works. I contacted two men in the truck. They told me that it wasn’t them that brought the feces into the house and because I boxed the television myself, and the television was boxed with the original box and packaging. I’ve also worked electronic sales for over 20 years, so I know how to box a television ,they are telling us that they will only refund $30 for us to clean the rug and they’re not going to replace or refund the television because I boxed it myself. Based on boxing it myself they would’ve broken anything else in the house that we boxed which was most of the house then they’re not going to pay for anything that the customer boxes? This seems a little bit strange we still have a rug that’s in the garage that we cannot use because there is feces all over it and we would like a refund to get another television and to have the rug professionally cleaned. I don’t understand how this wasn’t an insurance claim on their behalf. I contacted Two men and a truck and spoke to ********* **** she basically accused me of lying and said that she had asked the movers and they said they hadn’t done anything.

  

  Business response

  12/22/2023

  Thank you for choosing TWO MEN AND A TRUCK® for your moving needs. We apologize that your move did not take place without incident and would like to address the concerns that you mentioned. After reviewing the claim, we spoke with the crew members that were on the move to get more information regarding this claim. It was stated by the gentleman, that one of the members had stepped in feces when leaving the living room with the sofa and was headed out to the truck. We do require that there is a safe and clean walkway as stated in our Pre-Move Letter that was sent during the booking process - 'Carpet Protection' "To protect your floors, we offer self-adhering disposable carpet protection or neoprene floor runners. For safety reasons, movers are not permitted to remove their shoes nor to wear shoe covers while in your home. Your home will only remain as clean as the path that you provide to us on moving day. TWO MEN AND A TRUCK® is not responsible for any soiled carpet if carpet shield is not purchased.". However, we understand your frustration and offered a $30 refund to try and help with the cleaning of the rug. As in regards to the damaged TV, it was stated that you had packed your own TV in the original box and was not packed with our packing service, so unfortunately, we had to deny the claim because we did not package the item, nor did we know the Mechanical and Physical condition of the item prior to our arrival. To our understanding - the damage in question was reported that the screen did not work and only showed a red light at the bottom of the TV when trying to turn it on and did not have any physical damage. Per our pre-move letter again; "TWO MEN AND A TRUCK® will not be held liable for the internal workings of any electronics that may shift during transport.". We understand that this resolution is not to your satisfaction, however, it is what we can offer for the inconvenience at this time.

  Customer response

  01/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have attached the agreement between Two Men and a Truck and myself. No where on the agreement does it say anything about packing a TV. The check mark clearly states that there is insurance for up to $99,999.00 on my items. We were never asked if we would like carpet covering for our rug. We didn't receive a pre move letter. I noted in Two Men and a Truck response, They stated "we do require there is a safe and clean walk way." On the day of the move all vehicles were out of the way and we ensured that the driveway and pathway were clean and clear. The movers had a clear safe and clear pathway to and from their moving truck using the driveway and pathway. The way they parked their moving truck meant they had to walk across the public grass area to and from the house. While the movers were coming in and out of the house, the movers saw me packing up my TV and didn't say a word about it. The agreement states that "The estimate was based on your house being packed and furniture being dissembled, The only way to get a TV in the box it came in is to (Disassemble it ie: take off the feet)  For the movers to pack up the whole house, based on the quote there was no mention that the house had to be packed by the movers. And the price definitely wouldn't cover the time for them to box and load our house. This just seems like Two Men and a Truck don't want to make an insurance clam.
  
  Sincerely,
  
  ****** *****

  

  Business response

  01/22/2024

  Attached is a photo showing the date/time that the pre-move letter and sales order sheet was sent over to your email. As the pre-move letter states under 'Packing' - "TWO MEN AND A TRUCK® is not responsible for damaged items in boxes/totes not professionally packed by our team.". I have also added some highlighted areas of the Moving Service Agreement and Pre-Move letter for you to review as well. As stated previously, we understand that this resolution is not to your satisfaction, however, it is what we can offer for the inconvenience at this time.
  
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of the movers the company sent backed my rental truck up into a lamppost. When my landlord filed a claim with the company for the damages, the movers/company lied and said that I backed the truck up into the lamppost, not their mover. My landlord is now sticking me with a $***** repair bill. On the day of the move, the movers fully acknowledged that the damages were their fault and assured me I had nothing to worry about.

  

  Business response

  06/09/2023

  TWO MEN AND A TRUCK, did a thorough investigation on our end and spoke with the two gentlemen separately and they both mentioned that they did not move Mr. ****** rental truck on 3/21/2023. We have a policy set in place where we do not move any personal or other commercial vehicles that do not belong to the company due to insurance reasons. Every single employee is notified this during our orientation process. We have also spoken with the property manager about the situation and asked for any camera footage that they may have. We apologized that this happened and that we had not received any camera footage of the event, therefore TWO MEN AND A TRUCK denied the damage claim in question. 

  Thank You Christina ****

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

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 21st Two Men in a Truck arrived at our outgoing apartment at **** ***** *** ****. They did not have marking pens to identify boxes, so they borrowed the two that I had. This left the third packer without a way to mark his boxes. We received boxes with little, to no identification as a result of this. The packer packing our kitchen placed the paper to wrap glassware on the surface of our glass top stove. He then accidentally bumped the burner controls resulting in a fire. Once the fire erupted from the paper, he proceeded to bat the flames out, sending soot and sparks throughout the small kitchen area, ignoring the suggestion to place the burning paper into the nearby sink and dosing it with water. We have been in contact with the company, and they initially stated that, as it was an accident…there was no further need for compensation. Once we contacted them to express the extreme level of stress this fire had caused, they still didn’t appear to care. Even calls to the corporate office did not yield any offers of compensation for the damages. We are still finding soot and ashes as we open boxes. We feel, that we should be fairly compensated for this problem and not just a measly $*****. It should be at least $*** for the anxiety and need to clean soot and ashes from our items and the stress it has caused. I would give this company a D- rating. They have stopped responding to our emails.

  

  Business response

  04/07/2023

  Mrs. ***** and Mr. ***** had contacted our ***** office to schedule a pack and move for 21st and 22nd of March. We had our first crew arrive to pack on the 21st of march. During the pack, the crew had accidentally turned the knob on the stove top causing the paper below that they were using to pack to burn and create soot. At no point was this an uncontrolled fire, but simply burned stack of papers (was a glass stovetop). The crew had taken care of the issue at hand immediately once it had happened. The customer was told to open up their windows/door to avoid any smoke/smell from the burnt papers by the office once they had called. Crew had notified our operations team about the situation and attempted to help them right after the situation occurred. Our claims manager was in contact with the customer to come up with a resolution. While attempting to converse about this multiple times with the customer, they would continue to state rude comments about our crew members and would hang up during the conversation and had requested a different crew for the move. The following day, we had ended up sending a new crew in attempts to appease the customer. Immediately after they had arrived and started to load the truck, they were told by the customer that they could not speaking 'spanish' in their home to one another. The crew had agreed to only speak english while they were inside the home for the remainder of the move. During one of the calls with our claims manager, the customer rudely stated "You sent me 2 guys who don't speak english (which they do) and one that barely speaks english. Would you send someone to your grandma's house that did not speak her language?". Our claims manager responded with "Our guys are professionally trained and that we always have someone there to translate if they couldn't understand what they are saying and that we cannot discriminate based on ethnicity or language barriers". The customer was then asking for a call from our ownership group, where our claims manager had referred them over to our corporate office and provided them with the number. 
  
  
  Overall, we wanted to try and satisfy the customer for the stress that she endured by refunding them $***** for any clean-up and stressed caused on the day of the move. We have also requested photos of any damages on the stovetop or residue from the soot, but the customer could not provide us with that. We feel as if this is a generous offer, considering nothing was damaged during the incident and that we had attempted to make amends with the customer by sending a different crew the following day.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of August, 2 Men and a Truck moved us **********************. Workers good but sustainted damage to a trophy case ... 3 broken edged heavy glass shelving. Since that date, the Company has promised repair, event to the extend of taking the case to a shop but no shelving. Since that time, continued promises to replace same but only promises and no shelving and no use of case. We paid the moving bill in full and thus no leverage from that standpoint. Good workers but lousey promises for repair. Calling gets send to a deadend and E-mails no longer answered. It's been 2-1/2 months.

  

  Business response

  12/26/2022

  Business Response /* (1000, 8, 2022/11/16) */ We were waiting to get specifics (design and size) for the glass shelving from Mr. ******, we never heard back from him till we dropped off a cabinet to him. I have ordered the glass right away as I have explained to him this does take time to make and get cut to the correct size. I did contact them and it will be ready for pick up by Friday 11/18/2022. I have apologized to him we have no control on the time frame with vendors when it comes to making repairs or replacements. I will contact him on friday to get this delivered. Thank you Consumer Response /* (3000, 10, 2022/11/21) */ Regard case ... As of this date, the glass shelving replacements promised have not been delivered. Thus, another date promised, missed and not resolved. Please advise. Business Response /* (4000, 14, 2022/11/29) */ The glass has been picked up today from the glass company, we have someone reaching out to Mr. ****** to have it delivered to him today if he is available. We do apologize for the delay again we have no control on the time frame that it takes for them to remake the glass. If there are any other questions please feel free to email or call Customer Care. Thank You Consumer Response /* (4200, 16, 2022/12/04) */ We are disgusted with the 2 Men and a Truck people promises and no results since early August. They even had the glass case in the shop and did replace a broken side panel but not the glass shelving as promised. The glass replacement shelves are special ... they have rounded edges facing the outside and a grove for plates at the back side. We have since early August trying to resolve this and here it is the end of November. The workers were good but settlement with promises does not give us the 3 replacement shelves. If they won't replace the glass panels, the case is worthless. This is where it stands. Thus, some kind of settlment is due for a replacement "special" illuminated displace case. Dick ****** ************ Business Response /* (4000, 18, 2022/12/06) */ Hi the Glass shelves were delivered on 11/29/2022 to the front desk @ ************************************* with Kim, please check with the front office, Thank you. Consumer Response /* (4200, 20, 2022/12/08) */ Finally received glass shelving of sorts from 2 Men and a Truck. Waiting since August. However, shelving does NOT FIT and does not have groves for dishes. Thus, the issue is NOT RESOLVED. Dick ****** ************ Business Response /* (4000, 24, 2022/12/12) */ I will have to send someone out to come look at it the Vendor is the one who took the measurements for the shelves. Is there a day that works best for you?

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In short. card to be charged on SALES receipt is WRONG (never saw this card before), BILLING dept will NOT rerturn my calls after repeated attempts, REAL card which TWO MEN AND A TRUCK does have on file was never charged for the move OR storage fees and disposition of my furniture is in limbo although MOVING it has been completed on 27 APR 2022.(A deposit of $*** was charged on 23 Apr 2022 which, again, TWO MEN AND TRUCK HAVE ON FILE) Request the proper credit card be charged for movement and storage of belongings and be provided a contract for STORAGE of goods moved from ******************************.

  

  Business response

  05/26/2022

  Consumer Response /* (2000, 7, 2022/05/03) */ This issue has been RESOLVED.

*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. ↩