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:03/03/2025

  Type:Delivery 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.

  By far the worst company I have ever encountered in my life!Not only did they not stick to the original quote they overcharged close to $500 and then they charged me $60 administration fee for making six phone calls into the office when I requested an itemized receipt. I was able to acquire finally after almost a month. The men that were moving my items purposefully move one box at a time even if it was a small tiny box to extend the hours. We asked them many times if they had dollies in order to expedite the move. They said yes but never used them even after we requested they use them. They didn't have any proper moving straps when they showed up, to move big items which some of my wood antiques now they have scratches. It is extremely hard to talk to absolutely anybody in their office. It seems EJ is the GateKeeper. We were quoted a three bedroom between 4 to 6hrs total all inclusive at $219 per hour. We were also charged $100 for gas! Hindsight we should have just gotten a U-Haul and paid some young kids to help us move! We ended up paying close to $2,000. As they tacked on extra charges like drive time from their shop to my house and then from my new house to their shop. Not to mention that they were late as they were supposed to be there at 9:00 a.m. and they didn't show up till 10:30 claiming their truck had broken down. We had to jump in and help move boxes to expedite or it would have taken over 10 hours the way they were moving or not moving at all as one man stood inside the house waiting boxes to be unloaded. On top of that they left my fridge outside they didn't even move it in as they didn't have the proper tools to take a door off its hinges. All of our possessions were in boxes hence why we hired Movers. This was supposed to be a stress-free move far from still in discussion with the company and their owners. I even called the head office to bring light to our situation just to find out it's a franchise.*** ******** is franchise owner in Calgary.

  Business Response

  Date: 13/03/2025

  We will contact the customer directly to resolve this.

• Initial Complaint

  Date:21/01/2025

  Type:Billing 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 hired "Two Men and a Truck" moving company to move from *******************************************************************************************************, ******* on December 1, 2024. A deposit was charged of 160$ on November 19. The agreed upon service includes full service for loading and unloading of the truck. The company loaded the truck with my belongings, but while pulling in to the new house, backed up their truck into my garage causing property damage. Police was called and a collision report and witness statement was provided. The company's driver did not have a valid license on him and he fled the scene. The moving assistant was left behind. The police treated it as a hit and run. My belongings was stuck in the truck for hours. I paid two people separately in cash as well as got help from my friends to unload the truck. Police impounded the truck after I moved my own stuff out of the truck. The company did not inform me they were still charging me the full amount. They processed a charge on December 10 for ******. The company did not provide the service agreed upon. They still have not discussed with me the recourse for fixing or compensating for the property damage they caused.

  Business Response

  Date: 22/01/2025

  The driver was licensed and a new driver in training and the Ops team took the decision to replace him as a result of the incident. The replacement completed the move and we are not aware of any movers brought in by the customer. We offered two options to the customer for this incident: We repair the damage using our roofing contractor or we offer compensation for the repair. The customer insisted on both options as the same time. Our offer still stands 

• Initial Complaint

  Date:20/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 had called last week (Friday, January 10) to inquire about moving 2 beds within our home to accommodate space for a hospital bed. I was quoted $160 on the phone. They arrived late on Tuesday, January 14 and moved one bed from upstairs to downstairs and the other bed from one room to another on the same floor. They were here for 25 minutes. I have just received my invoice and the charges are almost $391. Absolutely appalled! I have emailed with my complaint and will be following up with a phone call tomorrow morning.

  Business Response

  Date: 22/01/2025

  A refund has been processed for the customer. As per our policy, we have a ****** minimum and the customer was informed in advance: As per the employment standards, the movers have to be paid for at least 3 hours. However, in line with our desire to exceed customer expectations, we have processed a refund.

  Customer Answer

  Date: 22/01/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/11/2024

  Type:Billing 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.

  October 19th, 2024. We hired this company to move us to our new home. They called at the time of arrival and said that they were having issues with their truck so that they would be a half hour late. I continued to call them and they continued to tell me a half hour each time and that they would be there soon, finally arriving at 2 pm. Elevator had been booked for 11 am for three hours, so they missed the entire window. We incurred late fees from the building, which I am refusing to pay further until I have received a refund from the company. We moved everything we were capable of moving ourselves down to the main floor to save time/costs. The movers were slow, inefficient, clearly tired, and irritable/argumentative. We sustained damage to the walls in our new home and our furniture. On Monday, October 21st, they called to inform me that they would be charging me $1290, at which point I told them not to do so, outlined my frustrations, and asked to escalate the situation. They charged me anyway, and I have still not received ANY documentation, invoice, receipt etc. with any sort of cost break down. We have now been dealing with their front office, who have been refusing to let me speak directly with a manager. I finally spoke with the owner/manager ******** ********, who explained to me that the movers were late because the job they were doing prior to me had been underestimated. When I told him he had confirmed my suspicions that the movers had lied to me about the truck being broken, he got nervous and said he would like to further look into things and call me back. After 40 minutes, I called their office and received no answer. Using someone else's phone, I called them and they answered me immediately. They offered to remove an hour and a half's worth of work from the bill, which I refused and countered with three hours, amounting to the time spent waiting for them to arrive.

• Initial Complaint

  Date:11/09/2024

  Type:Delivery 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.

  In July, I hired Two Men & a Truck for a residential move on Aug 31, 2024. The move was less than 15 km between the 2 addresses. I sent a deposit of $160. via e-transfer. On Aug 30th, they demanded a credit card number. I did not give one but sent another $900 via e-transfer thinking the $1,060. should cover the cost of the move. Come Aug 31, they were hired for 9 am but arrived at 12:30 pm. I noticed they were not treating my possessions with care and had to ask them to do so. They were very rude. Because they were late, I had to leave for the new address to meet the cable guy between 2-4 pm. I left my husband in charge at the old address. At 3:16 pm, they arrived at the new place but would not start unloading until I sent them more money or provided a credit card. They held my belongings hostage until I sent another $500. I felt I had no choice and sent the $500.00. They damaged my sofa, (a mover and I both have a pic of it). I only rec'd 5 out of the 8 legs they removed, broke my jewelry box and lost a diamond stud earring. All of my wood furniture pieces have deep scratches that were not there before. My bed frame and sofa have grease smears on the fabric. Then I found out the movers left a whole truck load behind at the old place. The website/representative said it would be a stress free move. It wasn't. The website said the movers were well trained and would arrive in uniform. They were neither. The website said they would treat me like their grandma. I really hope not. I was treated very poorly. I sent them an email stating such & expected an apology and/or an offer for damages or perhaps a refund. I did not get one. What I did get was a revised invoice saying I owe them more money and said the sofa legs were delivered. Attached is the revised invoice. They say I owe them another $102.60. The movers worked for 6.5 hrs. I was charged 8. The fuel has no rate. $71.43 for 15 km? I have more to say but out of characters.

  Customer Answer

  Date: 11/09/2024

  I made a mistake. The distance between the two points was only 4.8 km away vs 15. The 15 is the minutes from one point to another. What I want is for them to remove the Grandma **** from the website as this is a big lie. I want the hours dropped from 8 to 6.5 on the invoice. I want to be reimbursed for the missing earring and legs from the sofa. And I want an apology for the so called stress free move! And I never want another person to have to experience this.; especially when they held my belongings hostage.

  Business Response

  Date: 12/09/2024

  we are already in discussions with the customer with a view to resolving this quickly

  Business Response

  Date: 12/09/2024

  We are in touch with tthe customer to resolve the issue

  Customer Answer

  Date: 12/09/2024

  Hi, So their message is that they are resolving with me directly? I have not heard from them at all except for the invoice I sent you. FYI, I have photos for everything I stated. One of the movers has the same photo of the sofa. They also left the new place at 7:35 pm.  Plus the time they sat in the truck holding my belongings hostage. I do not owe them 8 hours of work. BBB, can you call me? Thank you.

• Initial Complaint

  Date:27/08/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Move Date: August 14, 2024 On my initial call to this company, I had advised that I had two large heavy items to be moved downstairs as well as my other boxes/furniture, I discussed it with them on the phone and received an email. I specifically requested that they come prepared with straps and appropriate safety equipment for them. I was told that a $160 hold would be put on my card. Turns out they put through a $160 and $379.85 for a total of $539.85 charge before my move even started. Upon arrival, I showed the movers my list and did a full walk through the house. I asked that they assess and let me know if it was possible to move the big items. They had a look and assured me that they could. They attempted to move the couch down, they did not know how to angle it to get it through a door and around a corner. I instructed them to take it back upstairs. Once it was back upstairs, I further instructed them to not move the second large item, to move along to the other items. They told me they understood my instructions. About 10 minutes later, I heard some banging and went inside to see them attempting to move the second large item. I again instructed them to take it back upstairs as they couldnt figure it out again. They had no straps or safety equipment. I looked down the stairwell to see damaged walls and a large chunk of a door jam damaged. I asked them to stop and leave, to which they were not happy and argued with me. I called the company, advised them as to what happened and was assured that all would be rectified. I again asked the movers to leave, instead they then sat out front my house, I again had to call the company and ask that they leave my house as they were not coming back in. I have sent numerous emails to them asking for a response/resolution. Their response is that they will look into it.The company refuses to give me their insurance information and they have not reversed the charges to my credit card.

  Business Response

  Date: 12/09/2024

  We are in touch with this customer to resolve this issue asap

  Business Response

  Date: 12/09/2024

  We are in touch with the customer to get a speedy resolution

  Business Response

  Date: 12/09/2024

  We are in touch with the customer for a speedy resolution

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22197449
  
  I am rejecting this response because: 

  communication from the company regarding a resolution has not been received.  The last communication was August 21 where I had asked for my money back and their insurance information for repairs.

  ive received no response. 

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

• Initial Complaint

  Date:06/08/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 submitted a request to two men and a truck in Calgary to get a quote on what it would cost to move me from point A to point B. I got a call from a guy telling me that they would charge me 239 per hour and that they estimated the job to be 5 to 6 hours and then it would be in the range of $1400-$1900. He also told me that they had no trucks two days before my requested move date and no trucks two days after my requested move date, but he did have one spot available on the date that I was looking for. He informed me on what I need to look for when Im looking at movers and asked me if I wanted to book. I said sure. He informed me that I would have to provide a $160 deposit and it would be used towards my move. Before I gave him my credit card information I asked him if this 160 would be refundable if I decided to cancel. He told me that it would be. So I proceeded to give him my credit card information. The following day, I phoned around to a couple of other movers and realized that I was being taken by two men and a truck. All of the other movers were quoting me 1/3 to half the price and offering the same services that he told me, I should be looking for a mover. So I called two men and a truck and I cancelled. He asked me if I could share why I was cancelling and I said it was because I found a company that was going to charge me a lot less he said oh OK. I wanted to know when I would expect my refund. He told me it should be in my account the following week.. well it has been a month now and I still have not seen my refund. I have followed up a few times and they have ignored me. This company is a scam, complete fraud. I am horrified by some of the reviews that I have now read and hope they do not charge me$1900 for the move their not doing. They are absolute ****** should not be able to operate. I wont accept them reaching out to me to resolve b/c that wont happen. I just want a timeframe when I can expect my $ and BBB to f/u until its recieved

  Business Response

  Date: 12/09/2024

  Customer issue has now been resolved

  Business Response

  Date: 12/09/2024

  We are in touch with the customer to resolve this issue asap

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22089006
  
  I am rejecting this response because:  I have had Two Men and a Truck reach out to me on two separate occasions since my filing with BBB.  The first time was on August 11, looking to confirm the move that I had booked for August 12.  I had indicated in that call that I cancelled that move with them on July 11 and that I was still waiting for my $160 refund to be put back onto my credit card.  He indicated that he didn't know why it wasn't cancelled but couldn't speak to my refund.  I received a second call on Sept 4 from a lady this time at Two Men and a Truck confirming my move for Sept 5.  I have no idea where they got information that I was booking a move for Sept 5, because I had already moved on August 12.  I explained to the lady that I intially booked on July 10th, cancelled July 11th, followed up several times for my $160 refund which has yet to be returned.  SHe then informed me that they only refund $100, but I argued that the guy that booked my move initially told me that I would get the entire deposit back.  SHe indicated that she would take it away, but I have not heard boo from them since then.  They are a terrible company to work with that clearly has no idea what they are doing.  Until they have deposited the $160 back on my credit card, this will not be resolved. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The moving **mpany did not fulfill their **ntract yet charged more than their quote & without my **nsent. They arrived about 40 min late. When they arrived they were unprofessional, unorganized & not equipped to do the move - **mplaining that they would not be able to do the job in the amount of hrs & the # of men the ** had supplied. This was despite a thorough itinerary before the preliminary agreement was made to do the job a mo prior. The did not wrap, use moving blankets, protect hardwood floors, my furniture or the boxes. They moved a pc at a time - items that were too small to worry about that I ended up taking off the truck & asking them to focus on the ** pieces. They were to disassemble/reassemble my furniture. They didn't even move the bed/air hockey that they were to disassemble/reassemble. I had to get people in w trucks for the next 3 days to finish their in**mplete job. Mid way 1 of the men fell dropping one of my furniture pieces (about $2000) and then they waited for an 1 1/2 hour to swap teams of movers. I offered to take the man for medical attention. This caused it to be so late when they gave up the move (1am ish) and asked me to sign for a job **mpleted satisfactorily. I refused. My 10 yr old **uldn't sleep in our new home because there were no beds/bedding and it was past midnight when they left. They damaged a **uple pieces of furniture (the one named and another night stand worth $500) and excused it saying it wasn't their fault it was the man who fell holding the furniture. They tried to force me to sign the pprwork saying I was happy with their **mpleted job. They had left what they had moved in my garage - in some areas over seven feet tall stacks of boxes helter skelter leaving me at 5ft to figure it out. I reported my **ncerns to the ** who said they would look into it. They offered 1 hr off. I rejected this offer & asked them how they were going to **mpensate me. I sent pictures & have since asked for the manager to no response.

• Initial Complaint

  Date:03/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On April 9, Two Men and a Truck moved our items into our new home and in doing so caused damage to some items. They tore a hole in our leather pull out sofa and ripped our king size mattress from one end to the other, along with putting many holes in our walls. They took payment from my credit card without sending me an invoice or asking for permission to do so. It took over a week to hear back from them regarding damage made. The manager has called me once, even though we asked for another week to have someone contact us. The conversation ended with no satisfaction. I have attempted to contact the company multiple times again by email and phone and no one has responded to me. Im still waiting for my invoice for April 9 as well. We want a resolution and its hard to get one when no one will call you back.

• Initial Complaint

  Date:19/01/2024

  Type:Billing 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.

  Jan. 13/2024. $160.00 A moving date for the 1st. of Feburary. I concelled it because I found some one else. They keep telling me that refunded me back my money but they keep lieing about it. I did not get a order number or tracking number. I just looked up moving companys and they were a 5 Star.