Complaints

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired them June 10th to load our moving truck. They did load it, however, they did not load it properly and the damages are below because they failed to properly wrap things or strapped it in too hard. We provided 90 moving blankets and they used less than half.Washer: serious dent due to strap Dryer multiple dents Freezer strap damage and dents Dining room table & chairs not wrapped so tons of scratches and pits Framed art they just threw in the truck Table saw, they actually dropped this off the truck and we were lucky enough to have captured a photo as it is the only thing they paid us for because we caught them, they never reported this to us They stacked things so heavy on printer carts all the wheels fell off.We were also not being unreasonable, we were not asking for full replacement value of everything (which would have been over $4k) we were asking for about half of that so we could replace and repair what we needed too and all they gave us was for the table saw, they said all the other damage came from driving, but if a lot of this had been wrapped in moving blankets it wouldn't have happened!

  Business response

  09/20/2024

  The customer signed a release of liability attached stating that Two Men and a Truck is not responsible for damage to furniture as a result of declining pad and wrapping protection service. We paid out for the table saw b/c the crew did drop and damage that item and the customer was reimbursed $600 for that item. The rest of these damages occurred b/c the customer didn't supply the straps needed for loading their own truck and also as stated signed off on not having the items padded, so while in transit I'm sure everything shifted in the truck and caused these damages to occur unfortunately. This claim has already been paid out and handled

  Customer response

  09/20/2024

  Complaint: 22312244
  
  I am rejecting this response because: we did not decline service we were told we had to provide the moving blankets because the truck was not theirs. And this doesn't excuse any neglectful actions because we provided the blankets and told them to use them and they said they would. But a blanket wouldn't have helped the washing machine as it was strapped so hard the blanket wouldnt have helped. Y'all dropped an entire table saw and never even told us, do you have any idea how dangerous that could have been? Your company is neglectful and hides behind a terrible contract that we are rushed through and doesn't match what was told to us.
  
  Regards,
  
  ******* ****

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I get a call from the manager assistant ****** as my card was declined who I then I then explained the amount was way higher than quoted and also shared that I wasnt disclosed that over the initial call. ****** stated he would review the calls as they are monitored and recorded and would give me a call once reviewed and if things were not quoted or disclosed on the call as should he would honor the price (much lower than what I was charged). A week and half passed by with no call and then I was charged $220 in addition of a $100 deposit (keep in mind no call from ****** or any form of resolutions details of their review were ever provided to me nor via email) I did not hear back as promised and nor did I authorized the charge at that particular moment. Also, the initials on the contract are off from my original initials and they are going based of a contract I had not even provided initials at the end of service completion. Another representative named ******** also stated that it is likely no one from upper management will give me a call. Another red flag for bad business practice and I seen other similar complaints that the company (Two Men and A Truck) that their prices differ upon completion. On the other note they also stated my original quote was above $600+ (which was a different service) and also that amount is no where close to what I was provided for a washer/dryer move.

  Business response

  06/11/2024

  The quote given to ****************** was for 3.25 hours, we finished this move in 1.75 hours well under his estimate. As you can see on the attachment ****************** provided and the one I attached, ****************** authorized us to run the $220 to his card ending in 0310. We do not believe any compensation is necessary as we completed this move 1.5 hours less than the quote given.

  Customer response

  06/11/2024

  Complaint: 21821685
  
  I am rejecting this response because:
  
  The initials are not identical to my initials I provide and the promised to provide a resolution from ****** (assistant manager) and any other manager was not provided via call and to this day I have not received a call regarding resolution of what happened on the call regarding the undisclosed surcharges and the time/start of service when truckers were said to begin service time when they had left warehouse. No evidence/information provided. 
  Regards,
  
  *******************************

  Business response

  06/12/2024

  If you look down at Payment information your initials are exactly identical to your other initials and it states " I authorize Two Men And A Truck to charge my credit card ending in 0310 $220.00.

  I looked further into this and pulled the *** from the truck, they left at 8:15 but put 8:05 on your sales order and then left the unload at 9:09 and 20 min drive back to our office should of stopped your clock at 9:30 instead of 9:45. So with that being said your move should of been charged from 8:15-9:30 instead of 8:00-9:45 so I will be able to refund you 30 minutes because of this which is $80.00, it does take 3-5 business days to go back on your card, but this would be our only offer of compensation, please let me know if you would like that refunded back to the card ending in 0310?

  Customer response

  06/12/2024

  Better Business Bureau:
  

  I will accept the resolution of the partial refund/credit due to the findings. I have provided my true initial lettering of my first initial J from my ID/DL which I can verify my initials in the sales order only appeared ONCE from all other sections that required initials/sign. In the agreed to pay section where the business described and pointed out they were identical initials are not mines and is mistaken them from my true signature/lettering of my J and that is not my signature in which I want to point out as well as I have provided my original ID where you can cross reference my true lettering/signature. To clarify to me it seems like a forged signature/initial all around except for one section. Though, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, but wish they can take so consideration those are not my true signatures/initials I made myself to which I dont agree with that statement. 

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called in Feb to get a moving quote. Was quoted $250 and I even stated to the lady that it was such a good price since I thought it was going to be much more. Specifically said to get is that everything because I do not want to end up being surprised on move out/move in day? She said no thats everything. Told her Ill call back since I was still getting other quotes. When they called back to check they gave me the same price and when I paid ***********. The amount I saw on the pre authorization form was $312 not $250. Called back and they said oh they probably forgot to explain everything to you but the movers will explain. Is it not your job to explain everything to the consumer before they pay?? Anywho how the deposit was explained to me is that I would just pay the remaining balance. Since $250 was everything and Id already paid $100. It would just be *********** called me early saying they can come early. Told them 10, and before they hung up I asked do I need to buy any boxes for Material. They said no since they have everything. Showed up, didnt explain anything to me, they didnt have boxes and they had sign a ROL since I didnt have a box for me. Which they told me I didnt need to me. When it was time to pay my total came out to $435. Definitely more than the $250 that I quoted. I want to know a breakdown of the fees minus the tip and why I asked about boxes but they couldnt provide one and why nothing was explained to me about the fees from the beginning. I feel like it was very deceptive marketing with the prices. I know the calls are recorded and would like it to be reviewed as well. I had to use my secondary card since the purchase was out of what I had budgeted based off what I was told originally

  Business response

  03/12/2024

  I have attached the digital sales order showing a break down of charges from the move. You were charged $75 for valuation which basically is a extra coverage you can choose on move day to protect your items, if you do not select this option we will only pay out 0.60c per lb per item if a item happens to get damaged, you signed that you wanted the additional coverage which covers up to $2,000 per item which we have the right to repair, replace or reimburse depreciated cash value for said item. If you accidentally signed for this option and did not want it, we will gladly refund you the $75 back to your card on file with us? As far as the move itself we even sent a extra person out to the move, you paid for two people but received three, with that being said it would have cost even more money if only 2 people showed up and did this move. We do not carry any extra boxes out on the trucks with the crews, if the customer needs boxes they set that up with the *** prior to their move date with us and we have those ready for the guys to take out with them. ROL's are required for any TV not in it's original box on every single move we do, that is the reason the crew had you sign that, padding and wrapping a TV can only protect it so much if not in the original box. If you have any questions or would like the $75 charge taken off please reach out to our office and we can get that taken care of for you?

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I receive a quote for moving from *********** to Georgetown of $2769. Not once did they say this move did not include insurance in case something was damaged. When my property arrived at my new home, the 75" TV was broken. The movers "ACKNOWLEDGED" it was broken and said I would need to file a claim. No problem. However, when I tried to file a claim, they said when they gave me the quote, it did not include insurance & the reason I wasn't told that was because "customers don't like the price". WHAT?! So, the movers knew there was no need to be careful with my belongings since I didn't have insurance unbeknownst to me? That's fraud and deceitful business practice. I recently discovered that not only did they break my TV, they also damaged my treadmill and it no longer works. They charged me $685 up front and never sent a receipt, then they gave me a liability form to sign without explanation of what I was signing. I did NOT sign saying they were released from damaging anything other than appliances that were not being moved, e.g., refrigerator, etc. I want the replacement cost of the broken TV and the treadmill. I just spent $1200 for a new TV and my treadmill costs approximately $800 which I've yet to replace.

  Business response

  09/21/2023

  ********************** signed the contract stating she did not want additional insurance which I attached, she had every right to read over what she was signing on moving day. ********************** signed for the $0.60 per pound option so since the additional valuation line was not signed and a extra $75 for it wasn't paid we go based off the contract. I will have my customer care manager **** *** reach back out to ********************** to explain this better and get a settlement offer at $0.60 per pound offered to her. I also attached the $658 deposit ********************** paid and said she wasn't given a receipt, I will also send to her email.

  Customer response

  09/25/2023

  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

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hired two men and a truck to move to new home. During the moved one of the guys tripped and dropped and damaged a table. Report was filed but no one contacted me. After calling several places I was able to get in contact with ***********************. She asked for pictures, details, invoices etc Everything was provided. She decided it was too expensive to replace so she said maybe fixing it. I didn't see how they were going to do that but agreed to give them a chance to fix it. She said there were pieces missing and sent an offer for $50 settlement. I paid close to $1000 for this table and also provided her with a place where she could buy a similar replacement for $800 She is only offering $50 compensation to take care of this which is ridiculous. i am asking for $700 compensation or a table replacement or to properly fix the one damaged. She has refused to do so.

  Business response

  06/15/2023

  We will be picking up the table and having our vendor ***** with Furniture Medic repairing the item for ******************. The reason it hasn't been completed is because ****************** has not provided the pieces that were chipped off and said he  doesn't know where they are to **** *** even though in the picture of the damage he sent they were there. **** *** will be reaching out to ****************** to let him know we will be picking it up to be repaired.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After talking with Two Men and a Truck, I gave them all the information to include the furniture I needed moved and the dates I requested. I talked to a person named **** and after we talked and agreed on a price, he asked for a deposit. The main reason I needed movers was to move a standup arcade that I had told him about. I gave him the deposit and they charged me $3288.60. After they charged me, the same **************** started asking for pictures of the arcade and the cost of the unit. I sent the information and the next day he told me that they could not move my arcade and asked me what I wanted to do. I told them to cancel the move since that was the primary purpose for the move in the first place. I was only refunded $3124.17. I messaged **** and he said it was a mistake, but they still have not given me credit.

  Business response

  08/08/2022

  This refund should of been for the full amount, I just emailed our accounting team and they will be refunding the $164.43 to ****************, he should see it back on his card within 5-7 business days.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early in 2022 we contacted 2 Men and a Truck about a move from our home in ****, ** to our new home in ********, **.We had several conversations with the office about the size of the home and what all we needed. This was for a family of four. They never came to look at the house to see what all we had which they said they would do so they would know what size of truck they would need. Since they didnt do that, they came with a truck that was too small and we had to leave a lot of items behind. We packed up a lot of the books and non-breakable items, leaving the breakable stuff to the professionals. On April 26, 2022 they came to pack our stuff up, but according the man who came he was told all he would be doing was putting stuff into the truck, not packing. When they packed my daughters computer (that has glass sides) they put it unwrapped in a box with an ironing board and other items. Her Wi-Fi antenna was broken. None of her stuff was truly packed. The items were just thrown in a box. She had broken ***** and other items. She saw them drop two plastic bins that we had taking them to the truck. Very little of it was truly packed well. When question about a box they were taking to the truck if they were going to pack it, they assured us they would but all they did was tape up the box. This box was full of breakables. We saw several items that werent even in a box they were just tossed into the truck; like a jewelry boxes and plastic small bins that contained crafting supplies. They jewelry box was broken and I found some of my jewelry on the ground in *********. Some breakable items were just tossed in boxes without any protection. I found breakables under cast iron. They broke my computer desk (which was is so many pieces that they hauled it off), my antique cedar chest, dresser, and other items. And on top of all this they charged us an extra $1000 for packing. This was after delivering a day late. Attached are some pictures

  Business response

  06/27/2022

  We go based off the items the customer lists when speaking with the *** booking their job, every item ************ named to our *** is on the list which came out to 58% of our truck, so in matters like these an on-site would not be needed due to the fact the list is not even coming close to a full truck. ************ had way more items moving than what was told to our *** during the call and the crew got as much as they could on move day to fit in the truck, we only have one size truck, which is a 26ft truck so as far as ************ saying the truck wasn't big enough, that is the only size truck we use. ******** our claims manager reached out to ************ about her damages and he asked her for pictures, ************ sent the pictures to ******** and sent a bunch of pictures of just boxes which showed no damage, also sent in a chest and nightstand that were damaged. ******** said **************** main issue was how the packing went and is more than happy to handle any damage claims she would like to submit but ************ told him that she was going to contact the BBB instead. If ************ would like to claim damages we would be more than happy to process her claims and get that process started?

  Customer response

  06/28/2022

  Complaint: ********
  
  
  I am rejecting this response because: I told them I was contacting BBB because thy didn't respond to my email asking for update on my claim
  
  
  Regards,
  
  
  *********************

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec 27th-Dec 28th, 2021 we paid 2 Men + A Truck (office located @ *************************************************************** **************) a total of $5,125.00 to move the contents of our home from ***********, ** to ****************. The total included a $75 charge for increased valuation in the event of item damages. Damage occurred to our 65" **** TV as well as to our wooden bedroom suite furniture. We contacted 2 Men + A Truck to file a claim about the damages. In the beginning, ******** denied that we signed for and paid for the increased valuation for damages. I scanned and sent our carbon copy of the Moving Services Agreement to ********/2 Men + A truck and offered to send a copy of our bank statement to prove we had been charged the total amount including the $75 increased valuation for damages. After having to speak to the location's general manager (**), the ** agreed to honor the existing Moving Services Agreement. A refund in the amount of $1,052.10 was received by me for the damage to the **** TV on 01/28/2022. On 01/25/2022, text messages were received by me from ******** stating "For the Headboard i can reach out to one of the Two Men and a Truck offices in ******** to get with their vendors to have someone go out to do repairs. That *** take a day or two for them to get in contact with their vendor and receive a quote from them". A text message received by me from ******** later that day also stated, "For the headboard I have not heard back from the Two Men and a Truck location in ******** about getting with a vendor to do repairs. I will reach out again today to see if i can get any updates and if not then i can call around for repairmen in our area to set up a repair date with you. We would make payment on that as well" To this date I have received no further communication from 2 Men + A truck. On 2/7/22 I texted the phone number associated with ******** and called the location to leave a message for the ** that day as well as on 2/12/2022. No one has contacted me back.

  Business response

  02/15/2022

  Our customer care manager ******** reached out to ****************** today and also sent her a message since her phone went straight to voicemail, he was under the impression that the vendor he set up for her already reached out but he hadn't followed up with her. ******** is letting ****************** know that Furniture Medic will be reaching out shortly as that is what they told him this morning and he also has another vendor he is waiting to hear back from just in case. ******** will be following up with ****************** every couple days going forward until the repair is complete. Our GM was out of town from 2/5-2/9 and was never made aware that ****************** wanted to speak to him again.

*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. ↩