ComplaintsforTwo Men & A Truck

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired movers to move my big furniture from my townhouse to my new home. There were clothes and shoes set aside that I specifically told the movers not to touch because we would move them at a later date. Upon returning to the house after the move i noticed that my shoe bag had been gone through and 4 pairs of shoes were missing. I called the company and the woman I spoke with was not helpful at all. Her solution was for her to just ask the movers. The shoes are well over $500 in value

  Business response

  04/02/2024

  This move was not preformed by our franchise. We are located in ********, ** . You said that you moved from ************* so you most likely used the franchise in ************* located at *********************************************************************; ************. You can double check the franchise location on your sales order which you should have received at the end of your move. We wish you the best of luck and are hopeful for positive outcome for you. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very disappointed in this company. I had heard from others that it had gone down a lot over the past few years, but I got to experience that for myself recently. Not only did I use the movers, but I also used the storage building for a while, but that ended up being a disaster! Rats, chewed holes in my loveseat, and there were chunks of wood knocked out of my chest of drawers and another piece of furniture. There was damage to a painting and the list goes on and on ...and of course they refused to do anything about it. Not only were some things delivered broken or damaged. Some things were missing altogether. The office staff was clueless! They hired a new finance manager a couple of years into my storage agreement and she, or he stopped taking my auto draft payments for the storage...the cancelled auto-draft was lost somewhere in the changeover so I had to pay a huge amount of money just to get my damaged things back once that was discovered. One of the movers, ******, seemed, genuinely sympathetic and understanding when he saw all the damage, but he had no authority to reimburse me for any of it, of course. However, I appreciated his sincerity...which was the one positive out of this horrible situation. And if I can keep just one person from making the mistake of hiring this company, ESPECIALLY for storage...then at least it wouldn't have all been in vain.

  Business response

  01/19/2024

  We have researched our customer data files and we do not have a customer by that name. If the customer can provide the sales order number (****-*********)on her moving paper work then we can help to identify the franchise that moved and stored her belongings. Thank you.

  Customer response

  01/19/2024

  I keep sending information and its not going through. I have been super detailed and explaining that this company has charged me a lot of money. (this is the transaction number that they were requesting. 564895115) They were auto drafting charges for the storage building. I was paying each month and at one point they got a new employee in the finance department that apparently dropped the ball and stopped having the charges auto drafted from my bank account, therefore, I had to pay a big chunk upfront just to get my furniture sent to me to my new place I had no clue about it and they would not work with me. They did apologize and say they had a change of finance managers that dropped the ball. I paid over $1700 backpay that I should not have had to pay and I also paid over $400 just to get things moved from storage to my new place. My things arrived damaged They were rats, holes chewed into the leather on my couch. A painting was broken. There is a big chunk out of my bed, and the chest of drawers is messed up. One of the nightstands wont even open properly. They just messed everything up. I think rats and poor Storage had a lot to do with it but still they didnt even offer to pay for any of it. They offered me $100 total. The painting alone was worth more than that.  They dont seem apologetic and I just need $ restitution.  Im not wealthy. I used my emergency credit card and Im suffering financially now because of it.  I cant afford to buy new furniture or things to replace what they destroyed.    Please help. 

  Business response

  01/22/2024

  We are very sorry to hear of her experience. Unfortunately we are not the franchise that moved or stored her. We previously asked for the sales order number from her move paperwork to help us identify which franchise moved and stored her but the number she responded is not a Two Men And A truck sales order number. A valid Two Men And A truck sales order number will be in this format ****-*********. The digits before the dash will start with a 0 and will identify the franchise that helped her. If she can not find her sales order number maybe she can find the address or phone number on her paperwork, that too to can help us identify the proper franchise. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This moving company moved me in November 2021. They damaged my new home during the move, ruining my new floors in two rooms, a hallway the length of my home, and one staircase (nearly ever stair tread and the ********). In the time since, I have been working to get them to fix the damage their company caused. They have tried to force me to agree to allow unqualified repair people into my home who they claim are qualified because they have a license to do business but dont have a contractor license or arent companies who repair floors. For example, they wanted a furniture repair person to come repair my floors and patch the holes they put in my walls and paint them instead of hiring a floor company to do the floors and a painter to do the walls. After speaking to the government agency that oversees moving companies and a lawyer, I was advised to allow the furniture repair person to come to my home to inspect the damage. Upon doing so, this individual said they were not qualified to do the work. He reported back to the moving company that he couldnt fix the damage and to hire a floor company. These events took nearly 18 months to get through since I wasnt willing to just agree to any unqualified vendor doing the repairs and the moving company was insisting. I had two additional quotes done by licensed contractors and provided them to the moving company to show the difference in view of the vendors and they declined. The floor company they then tried to hire ignored my texts, was unavailable, and would t respond despite me contacting them over 8 times in 90 days. I reported this to the moving company that they werent responding to me.The moving company then falsely claimed I was the one who was unresponsive and unavailable (despite me having it in writing where the floor company would open my messages and then not respond) and therefore I had 30 days to use their original vendor or they were not going to repair the damage they caused.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had contracted Two Men and a Truck to move my belongings on Saturday 8/5/2023 at 10 AM. At 9AM 8/5 ***** the manager, called to say my crew was a no-show and that he would send another crew at 2:30PM. This was a major inconvenience, and I was worried about getting another elevator reservation at my new apartment since my existing one had expired. The move was off to a bad start on a sweltering 95F day. I opted to begin moving fragile items myself and was at my new condo when I received a call saying they were arriving at 1:30 instead. Feeling exasperated with yet another change in plans, not to mention the stress of moving, I will admit I was a bit short on the phone with the driver. I slightly raised my voice and sounded annoyed, but at no time was I hostile or did I use any profanity whatsoever. There was an issue of the floors being protected which **** resolved saying mats would be put down. **** then called and said the mover didnt like my attitude and really didnt want to do the move anyway since they were all tired. The crew was no doubt tired, and the move was an add-on. This was certainly not my fault. I did call back and apologized to the driver for sounding irritated. **** then said my move that day was cancelled, and Id have to call Monday 8/7 to reschedule which I did repeatedly. When **** finally called back, he made no attempt to reschedule me for that week or even early the following week. I explained my current lease was up and that I could not delay my move. **** also refused to refund my $657 deposit. This deposit would be forfeited if I cancelled the move within 3 days of the scheduled time. I did not cancel the move, **** did. Now he is refusing to refund my deposit even though the work was never performed, and I had to get a new mover who successfully moved me on 8/8 without issue. All of this could have been avoided had my original crew arrived as promised at 10AM. I hope the BBB is successful in getting my deposit refunded to me.

  Business response

  08/24/2023

  To whom it may concern,

  After researching this complaint, we discovered that this is not our customer, our Franchise did not preform this move. This move was preformed by Two Men And A Truck (**** Gwinnett South) in ****** **. Their phone number is ************. Please advise on how we can remove the complaint from our name.

   

  Thank you,

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

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

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11/2/22 -I wish there was an option for no stars. Crooks and drug supporters!I had three men help me with my move, one of the movers thought it would be smart to smoke weed in my bathroom two times during loading time. I called my sales representative about this issue as it had my entire house smelling. I had resorted to opening windows and doors? Sales representative told me he could call them and I told him I would not be comfortable with that as I am an alone in a house with three strange men. The salesman understood bc I had told him about my previous break-in. He informed me that the managers would be there to greet the crew when job was ended. I had to call sales representative back bc the mover that was under the influence dented my refrigerator due to careless packing and ruined my new outdoor cushions. I watched them unload my washer and dryer and it was being pulled by the cord at times..... I was told this would be taken care of. The company has refused to let me speak with the owner and refuse to cover cost of all repairs. I don't feel the deductible should apply due to the fact he was under the influence. I provided proof from appliance company they could not be repaired. I refuse to stop until they do the right thing by this. it is pretty sickening! The contract states different.I provided them pictures what the refrigerator and cushions looked like before move along with immediately after. I want repairs to be done and to be reimbursed replacements. This is who I have dealt with (Cant get a call back) ************************************************ Representative ********************** ******** *************************************************************************** O: ************ Sales Representative: ************************* ************ I can also attach receipts/ text message threads and emails.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired two men and a truck to move furniture into my new home. I had spent 5 months renovating my new home to the tune of six figures in renovations including all new hardwood floors and painted walls throughout. The Two Men and a Truck Team damaged my hardwood floors causing divots, deep scratches, and chips throughout my brand new hardwood floors. They also damaged some of my furniture. I had purchased extra insurance with Two Men and a Truck and the company was liable for their damage. It has now been 5 months since the damage occurred. It took 3+ months for the company to get back to me with a resolution, and now they are trying to force me and my husband to use a "vendor" to repair our new hardwood floors that isn't licensed to do work on hardwood floors. They are trying to hire a furniture repair company to ************** our hardwoods and claim I have no say despite them being negligent and hiring a company that specializes in furniture repair, not hardwood floor repair. I secured a quotes from a reputable hardwood floor repair company, and they are refusing to use a hardwood floor repair company because it is "too expensive." The hardwood floor specialist say the only way to repair the floors is to fully sand them down and restain them. The furniture repair company doesn't have the capabilities to full sand and restaind hardwood floors. They will use a touch up marker all over my hardwood floors that were just finished and had NO damaged because they were brand new. They need to repair my hardwoods to the level/quality they were before they damaged them. "Repairing" to a worse quality than pre-damage isn't acceptable.

  Business response

  03/30/2022

  We work with furniture and flooring professionals to repair damages and, though we work hard to keep the process moving efficiently and smoothly, unexpected delays sometimes occur.   We have remained constant that we will make the repairs by the contractor of our choosing and have been on ready for the repairs since the first of week of the new year. 

  We were contacted two weeks after the move about the damaged floor nearly two weeks prior to Christmas, we went over the damage claim process we had which was earlier provided to the customer on the day of the move.  We requested estimates from the professionals we use and by the first week of the new year we had provided the customer with the plans for repairs by our professional. 

  The customer wanted us to use a contractor that we had not used previously and insisted on our repairs being performed by a GA SOS licensed contractor.  It took several back and forth communications with the customer with lengthy pauses in the responses from the customer.   We have always said that we will make the repairs by the contractor of our choosing.

  As of today after confirming last week with the ** Secretary of State ***************************** and the Household Goods mover compliance division of ** **** of ****** Safety that a licensed professional is not required and communicating this with the customer we remain with an  unanswered decision by the customer for if they wish to receive funds for the repairs or if they wish the repairs to be made.  

  Among our core values at TWO MEN AND A TRUCK is integrity a commitment to always conduct ourselves with honesty and fairness. Though delays such as the one they've experienced sometimes occur, we hope they feel they have been treated according to our values.

  Attached are the documents which spell out the damage process.
  

  Customer response

  03/30/2022

   
  Complaint: 16924516
  
  I am rejecting this response because:

  1. The move was scheduled and the movers could not get all the furniture in the home. They had to reschedule movers to come back. 

  2. We notified them of the damage within hours of the damage occurring after the movers returned. 

  3. I followed the formal claims process and submitted the information 16 days prior to Christmas. 

  4. We haven't told them that they can't use a vendor of their choice, but companies that specialize in hardwood floors have said the only way to fix the floors is to sand them all down and re-stain our brand new floors. Two Men and a Truck wants to hire a furniture repair person to "repair" the hardwood floors. Their website says nothing about hardwood floors AND they are saying they can "fix" gauges in hardwood floors without doing what all the other hardwood floor experts have said. This would cost two men and a truck a fraction of what fixing the floors correctly would cost, which is why they are trying to force us into their settlement. If Two Men and a Truck wants to get their vendor to quote fixing the floors properly via completely sanding the floors and re-staining, then I am open to their contractor. I am not open to having a furniture repair person "fix" the excessive damage two men and a truck's team did in my home with a solution that will not hold up to regular wear and tear of people walking on hardwood floors over the lifetime of hardwood floors. 

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

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  the moving company based out of ******** ** , moved all of our **************** damaged ************** tried reaching out to them about ********* didn't rectify the problem ,my credit card company said that I need to contact you I need them to refund my $576

  Business response

  02/10/2022

  Each Two Men And A Truck franchise is independently owned and operated.  Our reputation is incredibly important to us here at the ********/Woodstock/********* franchise of TWO MEN AND A TRUCK and were proud of our referral rating. Weve looked through our system and have no record of the customer.  Being that they moved from out of state its likely that the office which serviced this customer is not located in *******.  Have the customer contact the office that provided their service, the contact information should be on their move documents. Should they have any further questions, please contact our corporate customer care team at ************ or email ************************ Thank you

*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. ↩