Complaints

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used Two Men and a Truck as our movers at he end of June 2022. We paid extra for insurance, should they break, scratch or damage anything of ours. They damages all 6 of our dining chairs, two dressers, and my daughter's computer chair. We contacted them the day after to move and let them know about the damage. We sent them photos of the damage (per their request) to Jada L*****. She never responded again. I've reached out to her multiple times to get them to pay for the damage and again, not one response. We paid extra for the insurance. They also damaged trees in our driveway with their truck which WE had to pay to get cleaned up. I can send over the photos of the damaged furniture if need be. I've attached the one time Jada emailed us and also our insurance agreement.

  

  Business response

  02/02/2023

  Thank you for contacting us.  It was not our companies intention to not respond to Ms. ******’s concerns.  It was not our intention to not respond regarding her damages.  Ms. L*******’s last day with our company was soon after Ms. ******’s email and we do not have record of the actual damage claims or pictures.  While we attempt to continue to care for our customers when there is a staffing change, there were some things that slipped through the cracks during this transition.  I was unable to open all three of the attachments in Ms. ******’s correspondence.  If she will please send a list of damages and pictures of the damages, we will begin the claims process.  I apologize for the inconvenience this has caused.

   

  Sincerely,

   

  Rebecca F******

  Franchisee

  Customer response

  02/06/2023

  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. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 21st, 2022 Two Men And A Truck of Greenville, S.C moved my belongings (furniture, bedroom sets, table, chairs, etc) from *** ********* ** ******** ** ** *** * ******** ** ******** ***  I had left the premises (while my auntie stayed behind) to go to the other address (*** * ******** ** ******** **) to make sure it was clear for the movers to move everything without obstruction. I waited patiently at the new address (*** * ******** ** ******** **) for the movers to arrive. Once they arrived at the new address and unloaded everything; I asked, "Is this everything from the old property as it looks like some things are missing." The driver stated, "Yes. This is everything. We packed some things up in other boxes for you that's why you don't see them." I trusted his judgement and signed off on the paperwork to make payment. A few hours after the movers left I went back to the old address at *** ********* ** and noticed several items still inside the home. They moved everything except my linens in my laundry area, and several large, heavy boxes (a total of 5). I had paid 2 Men and A Truck $706.00 for a move that was not completely done. I called the office, and spoke with an agent about the issue. The agent stated she would reach out to her manager to see what they could do to resolve the issue. I received a call back from the manager, but I missed the phone call. I called back, but the manager had left the office for the day. I asked the agent was there a resolution to my issue that took place on October 21st, 2022. She stated I would have to wait for a call back as she had no information. I never received a call back to resolve the problem. Now that I have time on my hands to properly address the matter I am humbly asking for 2 Men And a Truck to refund me half my money ($353.00) for a job half done. I paid them full price, and they gave me half the work which is unacceptable.

  

  Business response

  01/04/2023

  I apologize that a response to this complaint has not been sent before now.  Two Men and a Truck acknowledges Ms. ********** complaint and we apologize for leaving behind some items on her move and for the inconvenience this caused.  We agree to refund $353 to Ms. ********, as she requested.  A check will be mailed to the P.O. Box listed in the complaint notification from the BBB.  Once the check is deposited, we will consider this claim finalized and closed. 

   

  Sincerely,

   

  Rebecca Feldman

  Two Men and a Truck

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Two men and a Truck did my move in December 2021. During the move, the pulled out the cord to my daughter's gaming computer and fried the motherboard. Also, they lost the cord to my christmas tree, and also lost the cord and control console to my pool cleaner. They replaced the christmas tree cord. I got documentation that the gaming computer was their fault and also searched additionally for the pool cleaner console/cord and couldn't find it. They came back with an "overdue" bill three months later, and i told them that i needed reimbursement for the other items and also needed to see an itemization for what they said i owed. I talked to Josh on the phone who said that i was saying that i would not pay the bill, and that i did not allow their movers access to all areas of the home during assessment, and that's why the move took longer and was more expensive than the original estimate. He also told me he was recording our conversation, so i asked for a copy, which he could not provide. I spoke with his supervisor Kathy, who said she would check into the other two claims. This has been about 3 months ago, and she continues to ignore my emails. I would like for them to compensate me for the cost of repairing the computer (around $500) and replace the pool console (around $300), but Kathy will not return my emails or phone calls. Also, if our call was recorded, i would like a copy of it for attorney purposes if they cannot compensate me. I paid for insurance coverage for the move to cover things like this, so i would like to receive the compensation.

  

  Business response

  08/03/2022

  Two Men and a Truck provided packing and moving services for Ms. ******* over the course of 3 days in December 2021.  The crews packed items on December 6, moved items on December 7, and returned to move the remainder of the items on December 11.  While the original estimate given was underestimated, we do charge for the time it takes to pack, move, drive to and from our office, and any packing supplies as stated in the premove letter and the moving services agreement.  Ms. ******* did pay for the packing performed on December 6 and the moving performed on December 7.  Our office accidentally charged her a second time for December 7, but refunded that amount on December 8.  At the end of moving the remainder of the items on December 11, we accidentally did not charge for the hours completed that day, this is the amount we tried to collect at a later date.  We did agree to a lower amount than what the actual charge was because the estimate was more than expected and we had to go back another day to complete the move.  We apologize for not catching the nonpayment sooner.  However, once it was discovered our Accounts Receivable department began to reach out for payment.  During the time from December to June there were several communications with Ms. ******* regarding the damages however they were not rectified.  We apologize for the inconvenience of this. 

  At this time, we are offering to pay Ms. ******* $800 for the outstanding damages from her move and we will not move forward with trying to collect the balance due from the move.  With receipt of and depositing our check for $800 made payable to ****** ******* and mailed to ** **** ***** Drive Greenville, SC 29607, it is agreed this reimbursement will settle any and all damage claims from the move. No other claims will be filed. By depositing the check, you also agree no further action or claims will be taken against TWO MEN AND A TRUCK® via legal means, social media, and/or any other method.

  Please respond with your acceptance of our settlement offer and we will mail a check to the address stated above.

  Again, we do apologize for the inconvenience and time spent to rectify this claim.

  Sincerely,

   

  Rebecca F******

  Owner

   

  Customer response

  08/09/2022

  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. 
  
  Regards,
  
  ****** *******

*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. ↩