Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Operations Mgr came to my home quoted job on 4/26/22. ****** bed discussed as no problem.Move day was 7/16/22, 3-guys sent. They did not have the skill to disassemble and move the ****** bed. *********** (leader) managed matters by telling lots of lies about his experience and the companys promised actions/resolutions. For example:*Claimed he'd moved a ****** bed before (*** later said it was his first)*Claimed to be communicating with "Big Boss ****" (actually talking to ***) *After giving up on the ****** bed...he said the company was sending 4/5 guys to help. Never happened.*Then...in order to try to collect payment in full... He claimed they'd be back on Monday morning at no charge.Well, ***********+2 moved everything but the bed (spent approximately 1-1/2 hours or so trying). They wanted full payment of 7.5 hrs*$198/hr +$150-$50 (deposit) at $1585. Due to the unwillingness to document issue with ****** bed or promise to return at no-cost on Monday, I only wrote a check for $800 (50%) and indicated I would pay the balance on Monday (their promised return date) upon completion. Check was refused.Called 3Xs Monday 7/18 and left messages. Call was returned by *** about 6:30pm requiring $1200 minimum and earliest date to send movers, Thurs-7/21/22 and I had to disassemble the bed for them to move. I refused. Their timeline was inadequate. I actually closed on the sale of my home Wed-7/19. Plus, per **** at time of quote, they were responsible for disassembling and reassembling everything. I hired an experienced mover that came the next evening, Tues-7/18. They dissembled and moved the bed in 1hr, 15 mins for $521 (like 2Guys& A Truck they required $168 fees, gas/miles charge, minimum time of 1-1/2 hrs and sent 3 guys). Also, notable, this bed has been moved 3Xs before this. It really came down to experience. I propose the matter be settled with payment of $1064 or $1585-$521 and no legal actions, collections or negative credit reporting

  

  Business Response

  Date: 09/09/2022

  We are sorry this customer did not get her ****** bed moved the day of her move.  Our **** did disassemble 90% of the bed and prepared it to be moved.  According to the **** member handling it, there were only 6 bolts left holding it together.  He did this to keep it together until a date the following week could be agreed upon to have them return and move the bed.  There was an apparent miscommunication regarding the following ******** **** leader said the office would contact her Monday to work out a time to move the bed.  Our **** members do not schedule moves themselves.  There were no "lies".  When customer was called on Monday to discuss payment and a date to move the bed, she was told payment of $1200, aprox 75% of the bill at that time, would be acceptable UNTIL THE *** WAS COMPLETED.  She refused to pay at that time.  On the day of the move, she "offered" to pay 1/2.  When she was told that $1200 was required, she drove off from the storage facility.  Aside from the bed, our Company moved her entire household from a house in Fishers to an apartment and storage.  No damage or complaints were filed regarding the move, other than the matter of the bed.  We provided a service and expect to be paid for such.  A 10% discount was included on the original bill of lading.  As we were willing and able to work with this customer to complete the bed move, we feel we are entitled to payment for our services.  The balance owed is $1585.  We are not liable for the amount customer paid to another company in order to avoid payment due to us.  We will agree to an additional 10% discount, making the total due $1427, as long as payment is received by 9/16/22.  

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I reject the proposal but refuse go back and forth about lies told then and those being told now.  The issue here was inexperience in regard to moving the ****** bed.  Again, the bed has been moved 3 times before by other moving companies and was moved a 4th time by 2-Men & A Truck after this company could not get it done. And yes in that inexperience, much time was wasted disassembling parts of the bed that did not need to be disassembled (not happy about that).  This companys service model is clearly distorted, to want me, the customer to absorb the expense of their inexperience and to believe that their plan for corrective action was satisfactory when it was contingent upon me completing the disassembly of the bed myself and then waiting almost a week for them to return to complete the move. ABSURD!  Lastly, I was extended the 10% off the original BOL as a returning customer no changed there. With that, my proposal is the same, that the matter can be settled with a payment from me $1064 or $1585-$521 and a formal settlement letter from them to me stating that no legal actions, collections or negative credit reporting will follow.
  Regards,
  
  *************************
  

  

  Business Response

  Date: 09/14/2022

  Our company moved this customers' entire household, no complaints other than the ****** bed.  We have paid our crew, truck, fuel, insurance, equipment - everything utilized during the move.  Payment is expected at time of service.  Our final offer is $1324 - splitting the difference between what customer is offering and what is actually owed.  If payment is not made, further action will be taken.  

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I reject this proposal.  The arrogance of this establishment continues to floor me.  They want to rattle off their expenses after forcing me (by their actions or lack there of) to absorb an additional expense of $512 to complete their job.  They had and continue to have total disregard for the situation in which they left me.  Moves have timelines and exit requirement associated with them.  If they understand their business then they know that.  I had to be out of that home or the closing/sell of my home was at risk of disruption (a whole different level of expense).  I did not have the luxury of waiting on them until Thursday, 7/21, when my move was on the 16th and I was scheduled to close on the house, Wed., 7/20/22.  I did what they forced me to do, come up with a plan B. It should further be noted, if I did not want to pay my bill, we would not be in this process at all. I initiated this so I could pay what is fair and be done with 2 GUYS &  A TRUCK/******************************* MOVERS.
  

  With that, once again my proposal is the same, the matter can be settled by accepting a payment from me of $1064 or $1585-$521 and a formal settlement letter from them to me stating that no legal actions, collections or negative credit reporting will follow. I believe any judge, should we need to take the matter to court, will find this reasonable and fair.
  

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

• Initial Complaint

  Date:05/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged this moving company as I had a previous experience. Unfortunately my move May 4-5, 2022 was anything but excellent. First and foremost, when reading the agreement, it negates the company from any responsibility for any damage to items. The catch is, a customer needs a ********************** company, yet, if they do not pack items, the company is not responsible for damage, according to the agreement. That being said, the cost of moving would become extremely higher -- thus an incredible benefit to the company. I was extremely diligent in packing, tons of bubble wrap and paper packing materials for delicate items, labeling "fragile" with multiple stickers on boxes, speaking directly to the movers about those items, etc. Nonetheless, when unpacking, there were damaged expensive art piece, kitchen bakeware broken, missing television cord, legs on furniture turned, missing lamp finials, bed frame not attached properly causing broken frame, armoire not attached, the list is long.Post-move, I found defecation in one of the bathroom toilets! The toilet was stopped-up! One of the workers asked to use the restroom the day before, I agreed. Absolutely mortified this happened. Worse yet, he failed to mention this situation. As mentioned in other reviews, contacting the company after the move is impossible. They will not answer the phone, nor return calls when leaving a voicemail. The only way to file a complaint is to begin with a phone call! What a fruitless method. A customer cannot begin that process if they refuse to answer. Caller ID allows them to screen thus, they are aware of the caller. I intend to use every avenue possible to make potential customers aware of this company's practices and unprofessionalism. I paid a hefty amount for this service and regret VERY much having used **** Mitchell Two Guys and a Truck.

  

  Business Response

  Date: 09/13/2022

  After the move 5/4 & 5/5, we noted a claim reported on 5/19.  Prior to this date, we had no voicemails from this customer indicating any issues or a desire to make a claim.  Our company is very busy, and our phones are, more often than not, in use. We rely on voicemail to be able to return calls, as most companies do.  The practice of company responsibility for items we pack, and customers being responsible for boxes they pack, is a business standard, not just our company practice.  There is no way moving companies can be responsible for items that have been boxed up by customers, not having seen how items were handled.  With that being said, when our customer spoke with our office staff, this was explained.  She was also asked if she would be willing to adjust her negative comments on the reviews she had put online to include "the Company is working with her for resolution", after which we would be willing to discuss possible resolutions that would satisfy both parties.  She agreed to do so, but we have not seen any such amendments.  It is our company practice to handle each claim individually - in this case, had the customer followed through with her agreement, a cash settlement to cover some of her damage might have been in order.