ComplaintsforTwo Men and a Truck

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired 2 men and a truck to move my belongings into storage in April 2023 and again in June 2023 to move from storage to my new house. It was discovered during the move from storage to my new house that several items had been broken during the initial move. This was not regular moving damages in my opinion. There was an end table and BBQ smoker that someone stood on and broke and 2 shelving units that were completely destroyed. The head of operations from 2 men contacted me in the beginning of July 2023 and said he would repair the damages or replace my property. It is now December and i have not recieved any compensation that is due to me. I have worked with their insurance adjuster as well as ************************* and provided any info they requested. ******* refuses to respond to me or the insurance adjuster at this point. I finally got him to answer today by calling from a co-workers phone and he hung up on me after he told me he discarded my belongings that were in his possession being "repaired".

  

  Business response

  12/05/2023

  There were items damaged on **************** move and claim was sent to insurance,  Two Men And  A Truck went above and beyond and repaired items that were repairable as shown in Insurance documents.  The amount paid for repairs far exceeded the valuation chosen by customer at time of move (also shown on claim data sheet from insurance).  Insurance recommended that no repairs should be made since all items fell under the industry standard of .60 per pound weight of the item.  We didn't feel that was fair since items could be repaired.  We chose to ago above and beyond that standard valuation since items were deemed repairable.  Items that were not repairable were settled in the amount of ****** per insurance claim completion (see claim data sheet provided by insurance).  Items unrepairable and beyond salvaged was discarded once claim process was closed by adjuster and check cut.  We do not hold damaged beyond repaired items once insurance has paid out claim.  The items are essentially replaced with insurance claim check.  Another ***** check has been sent since insurance made a calculation mistake.  We did all we could to resolve these issues based on our policies and procedures agreed upon prior to move.  We also paid out of pocket to vendors for repairs that clearly cost more then the value placed by insurance.  had the items deemed unrepairable been able to be repaired we would have repaired those as well.  We must follow the guidelines of our insurance and any dispute to that resolution is out of hands.  We have been bashed on all platforms and staff has also been cursed and degraded by said customer for doing their job.  We cannot allow under any circumstances to allow our staff to be degraded, cursed, and called names.  Check has been received by customer and another ***** check will go in mail today based on a calculation mistake we brought to claim adjusters' attention.  Claim has been closed on our end and with insurance.

  Customer response

  12/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is incorrect.  My property was taken by 2 Men and Truck and I was told it was being repaired.  I have been asking about that property since July 2023 and my requests for it to be returned have gone ignored.  I have all of that in email.  *************************, the head of operations, has neglected to respond to emails and has avoided phone calls for months.  I was rude to him on a phone call on 12/4/23 and I own that but I would not have gotten there if he had responded to emails or communicated with me like any reputable company should. I had to call from a co-workers phone just to get him to answer, after making multiple attempts via my personal and work numbers.  I dont want anything from this company other than my property returned.  I would have never sent my table with them if i knew it was not coming back to me.  ******* had ample opportunity to communicate the process to me and failed to do so.  He also was unable to read emails from his insurance company.  Had I not followed up with insurance multiple times I would not have been refunded the little amount that I was as ******* couldnt even get them a comprehensive list of the damaged items.  Basically I had to do his job for him, after living through his team being neglegent and careless with my belongings.  I am leaving negative reviews for this company on all social media platforms and i have filed a complaint with the company that oversees franchisees for 2 Men and a Truck in hopes nobody else has to deal with what I have gone through.  
  
  Sincerely,
  
  *********************

  

  Business response

  12/14/2023

  We understand your frustration and apologize for the inconvenience this caused you.  Unfortunately, ************* nor any other employee can fill out claim statement on behalf of the customer, fore it is a binding document between customer and insurance company.  We still repaired items that we could, instead of including it at .60 per pound weight for claim payout as shown on previous documents.  It shsows the value ( at a way less amount then payed to vendor) and amount paid to repair.  We have no control on insurance and their manner have handling and length of time it takes them to come to resolution but must abide by their close out.  Please feel free to look over the documents attached previously in regards to the insurance claim.  Please also reach out directly to insurance for issues with how they handled your claim.  We wish you the every best moving forward!

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 12 2022 we hired Two Men and a Truck for the second move in two months. In the previous move, they destroyed a table so this move they said they would give us VIP service. That is not what we received. In October of 2021 we had purchased a $3000 mattress, as well, we have very expensive furniture pieces. My partner explained his hesitance to do business and the office clerk assured him we would have the best movers and VIP service. We paid full price for a move that was only 6 miles away. I paid extra for mattress covers for our mattresses because last time they got our mattress dirty with nasty handprints. I have pics of where they stuffed everything in the truck. They had no idea what they were doing. Broke a very expensive fur inure piece, and dragged our brand new mattress through mud and water of some sort. They failed to tell us about the broken pieces (there was another piece of furniture scratched up and pieces broken off, plus a glass table for outdoors. They acted shocked. The company did send someone to repair the wood pieces. But today offered me $54 to cover the mattress and the broken table - because I didnt buy more insurance. I am completely shocked at this lack of good business practice. It was clearly negligent and they should replace the mattress we had to throw away - yet they dont feel they should. I would like a full refund of the move - at least the most recent. We spent over $3000 in two months with this company, they destroyed our furniture then told us we didnt have enough insurance. Insurance is for accidents. These losses were due to negligence.

  

  Business response

  03/04/2022

  Comment added by BBB staff PNN, sent via email..

   

  Good afternoon **************, When ************ and my crew updated me about the damage done to her purple mattress, glass patio table, **** office storage cub, and two other wood pieces I sent the mattress to insurance along with the patio table and grey storage cub. We handled everything by the book and operated within the guidelines of our insurance. We offered to have the matrass cleaned and was declined, sent wood vendor out to repair other items as well and that was completed by our vendor ****** with furniture by ******. I offered ************ $200.00 more than insurance was offering trying to go above and beyond. We apologized for the situation and placed our crew through remedial training. Today I again offered to have the mattress cleaned by Stanly Steamer or the vendor of her choice and offer a mattress cover at no cost to ************, I have not received a response. We went with the advisory of our insurance carrier at the valuation ************ chose at the time of service (.60 X pound weight)  

  
  
  Please let me know if you need any additional information. 

  
  Respectfully, 

  
  

  ************************* Operations Manager

  TWO MEN AND A TRUCK *** 

  Customer response

  03/04/2022

   
  Complaint: 16793481
  
  I am rejecting this response because: first - they never offered to have the mattress cleaned initially. They told us that if we told them right away they would have which we did but the manager was out of the office.  We actually paid out of pocket to have ***************************** come but they were unable to

  completely clean it - since it was soaked through and we had to throw the mattress out - which I told them a few weeks ago. They just notified us yesterday that they sent $257 reimburesment - see attached. And o this is the first time they offered to clean the mattered and buy a cover. We have a mattress cover but the mattress was soaked though and smelled disgusting so we had to throw it away because it was so bad.  We do not consider this a remediation because it was offered two months after we moved, we already tried that, and it didnt work. 
  

  we paid them for a mattress cover during the move to avoid any damage to the mattress and they damaged it so badly they tore open the cover we paid for and soaked the mattress. See attached 
  
  Sincerely,
  
  *********************

  

  Business response

  03/14/2022

  Comment added by BBB staff member PNN, sent via email from business.. 

   

  Good afternoon Paige, In our damage process getting the mattress cleaned would be the first step in our process and this was presented to the customers I left a voicemail for them to each me back to schedule the cleaning, and did not get a response. True I was out of the office but had no notes from my staff saying the customer returned my phone call, it was the only time I called the rest of the correspondence was via email. we did offer the mattress cover recently and customer replied and said they threw it away. We were looking for a replacement Mattress also at this time, per our policy we would have to take possession of the damaged mattress and replace with the new one.

  Customer response

  03/14/2022

   
  Complaint: 16793481
  
  I am rejecting this response because: this is false.  We called right back and were told that we should have let them know sooner - which we had already notified them so we were confused about the response. And we did clean it ourselves which didnt work. They said they were submitting to insurance and it took a month before we could get a good response. At the point the mattress was cleaned and couldnt be restored (2 days after we moved) we were sleeping in guest room. At no time before we got rid of the mattress did they say they were going to replace it and needed ours before they could. That is completely false information. We tossed it out because it stunk so bad and was stinking our house up. Nobody ever asked for it. Nobody ever offered to pay us back for it. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company moved me and destroyed my furniture, which the cost is over $6,000.00. I have filed an insurance claim with them that they have received through an email, on January 17th, 2022. This franchise in *************, will not answer a phone call from me, and will not answer there personal cell phone # that they have given me as well. I have contacted the corporate office, and they are just as incompetent as their franchise. I was told from the corporate office, that they have sent the claim to the insurance company, which is not true. The insurance company has no claim received from two men and a truck. I have personally spoken to the insurance company twice this week, and I have had to personally submit a claim directly to the insurance company, because two men and a truck franchise and the corporate office wants to continue to give me a run around, and not take care of their obligations to their customers. I want a bad **** put against this franchise, with the hopes of other consumers not to have to go through this or the run around and lies that I have gone through. I strictly want to help protect the next consumer, of the incompetency and there I dont care mentality they have. This franchise deserves nothing less than an F- rating, and I hope you will help the next consumers to be aware bye their rating.

  

  Business response

  02/09/2022

  Comment enter by BBB Staff PNN received via email because the complaint handler will be out.. ***************************** will assist with the complaint. PNN 02/09/2022

   

  01/28/22 11:24 AM

  Mr. ****** called because he has not received a call from the franchise. He said he also did not receive a call from me. He said he is going to call the BBB and take TMT to court. He said he has been nice enough to add his bed to the claim. He said he will add the bed, which is worth several thousand dollars, if TMT does not do something. He said he has called ******* and the franchise but they are not answering his calls.

  I apologized he has not heard from the franchise. I stated I have been in communication with *******. I stated ******* informed me ************** returned the claim form on Friday. ******* has turned it over to insurance. I stated when Mr. ****** and I spoke on Monday, it was the first business day after the franchise received the form so this may be why the insurance did not have his information yet. I stated ******* said he would email the insurance and have them contact the customer to verify they have received his information. I apologized the insurance did not call him.

  Mr. ****** said he does not appreciate being lied to. He said he emailed the claim on 01/17 and he can forward the email to prove it. He said the franchise lied to the corporate office and now the corporate office is lying for them. I assured Mr. ****** I was not lying. I stated I was passing along the information provided to me. Mr. ****** asked for our email address. I provided the ************* email and said I would be happy to include this email in his complaint.

  I explained the franchise has turned this over to insurance. I stated it is out of their hands. I stated he and the franchise must wait for the insurance to make a decision. Mr. ****** asked for the insurance claim number or policy number. I told him I will reach out to the franchise and have a member of their management team follow up to provide this information.

   

   

  attached is the Claim Acknowledgment for ****************, the previous Quality and Control manager did not handle his claim with urgency so I took over and made changes to our staff here. When I spoke with **************** I was letting him know I had a vendor ready to fix his items and he said to just send it to your insurance company and I did so. Our *********** has sent the following paragraph below to ****************.

   

   

  Dear Mr. ******,

  I am following up with you because I have been in communication with ******* at the ************* South franchise. He said the insurance company has received your claim and they have sent you a letter. You should be getting this letter soon. The Claim# is ***********

  Thank you for taking time to share your concerns and again I apologize this situation occurred.

  Sincerely,

  *******************************, ************* Specialist
  **** ************************************** ******** ** *****
   ************ | Option 3

*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. ↩