ComplaintsforTwo Men and A Truck

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The job was incomplete. I moved into a basement apartment and they just decided to stop moving boxes down the stairs. I have back issues and made it clear it was necessary and my space was downstairs. Movers were unprofessional and lazy. Administration took a week to respond to me after the move and they did nothing to refund or repair relationship after the failure to complete the job. I heard bad things from friends and should have listened! They also highly damaged the property trying to force items to fit down a staircase that clearly werent going to fit. I was also pressured by an employee to give each worker fifty dollars for a tip and he asked for cash instead of adding it to the bill on the iPad. The movers did not know what they were doing and did not communicate with each other. They took food not meant for the food shelf and tried to bring in the food meant for the food shelf. They asked to use my bathroom immediately upon arrival and asked to use my phone charger too. I am very angry that administration has done nothing to alleviate my concerns.

  

  Business response

  09/26/2022

  Our Woodbury was made aware of the issues on 8/17/22.   In our system it states he emailed the customer 8/18/22 to follow up on the concerns from the move.   ************ manager also looped in our claims manager **** that reached out on the 26th to get the walls and ceiling repaired from the damage.   We were given the new homeowners information and working with them on a resolution.   The manager followed up with the crew, and the said there were a lot of issues getting the furniture where the customer wanted them.   A lot of tight corners, and spaces for the furniture they were moving.   They tried their best, but damages did occur, and we have been working on resolving the damages.   The manager also brought in the crew to discuss customer service.   **** stated they pointed out the gratuity line on the tablet but did not mean to pressure the customer in anyway.   I can reach out to the customer, and we can credit back the $150 gratuity, and make sure that the damages were addressed!  

  Customer response

  09/27/2022

   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.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Two Men and A Truck on Tuesday January 25th, 2022 for a potential move on Tuesday, February 1, 2022. I received an estimate for the move and the required boxes. I was told that they would credit me back for unused boxes. I agreed to the estimate.I called on Sunday morning, January 30th, to cancel the move. I received a call back from **** from ************** at 8:30 am on January 31st. Stating I was within the 48 hr cancellation period and he would be charging me for two hours of move time and the boxes. I was charged $716.25 I have not used the boxes as I did not move. I was charged $346.25 for the boxes. If I was within the 48 hour cancelation period it was maybe just an hour, but I do get it. If it was within, it was within, But I should not be charged for the boxes. If their policy is to refund for unused boxes, then they can have all the boxes and refund me the $346.25. I have left several voice mail messages on the number listed in this message. I have left messages on the other numbers listed for this business. Often times the number would ring for a long time and not give me an option for leaving a voice mail. I have called at least 8 times to resolve this matter with this business. The last time I called I did speak with a person and asked to speak with **** to resolve this issue. I was told that **** was not available. I did tell them if he doesn't call me back to attempt to resolve this issue, I would file with the Better Business Bureau and that the amount that they have charged me is In dispute.

  

  Business response

  03/02/2022

  Joy contacted us to set up a move for 2/1/22 with an 8 am arrival for her move that she stated was a "separation" move.   On Sunday the 30th early afternoon we received a ** from a male not on the account we have for Joy stating she needs to cancel her move.   Monday morning the day before the move we made several attempts to reach Joy, and emailed Joy to see if she needed to cancel the move because a random person left a ** to cancel her move.  We never heard back!   We did not want to not show up if she did need us for her move.  On 2/1/22 the crew called Joy when they were on their way again no answer.   We showed up to the move and then Joy informed us she was not ready for the move.  That was the first time we heard from Joy since she booked the move.  We also sent a confirmation text on 1/30/22, but never got a text back either.  Since the first they have spoken to several managers, and we explained the policies and our efforts.   If we would have got an email, text, or call back we could have worked on the cancel fee.  We sent a team and a truck to her home.  The boxes can be returned and refunded at any time!  

  We do have a 48-hour cancelation policy, and even at the point of the ** on Sunday we were inside the 48 hours.   Additionally, we delivered boxes out to the customer.   We did let them know we can refund the boxes.  They just need to bring them into any of our locations.   We will refund any unused boxes!  If they need help finding which location is closest, they can call me at ************ and ask for *****************!  

• Initial Complaint

  07/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Moved on May 21, 2021. everything did not fit in the two trucks and we had to make another trip 45 minutes one way ourselves. Unloading at the new house it began to rain. wet mud and sand was tracked all over the house, boxes smashed and not delivered to the correct rooms or just left in the garage. Several items were damaged. they forgot to unload two TV's they returned but just left them in the garage. I called the next day and left a message. Chad Werner called me Monday to check on our move but was not related to my message. I complained and told him everything. he sent someone out to repair a clock, dresser, aquarium, and wall. and emailed me stating that he would talk to the New Brighton location that handled the move and get back to me later that week. I have never heard from him since despite calling three times. June 8, 11, 16. The final repairs were made June 23 by Juan, who took pics of damage not repaired. He said Chad would call me. I want half my money back

  

  Business response

  07/19/2021

  I have spoke to our customer service manager Chad, and he is going to follow up with Theresa to discuss the remaining issues and remaining damage concerns.  On our end we had the understanding that the repairman was able to repair all the the damages when he was out at the end of the June.  I have also sent the concerns to the New Brighton GM so he can talk to his team about the issues that occurred.   The teams should have had 82 moving blankets and floor runners to protect he floors from the elements and weather that occurred on moving day.   For the estimate the customer provided an itemized list that was suppose to be just over one truck.  At this time I do not have all the info, but that list provided should have easily fit into 2 trucks, and there is a good chance the list provided was incomplete.  Nevertheless we can have Chad investigate that concern as well and follow up with the customer ASAP!

  Customer response

  07/22/2021

   I am rejecting this response because: Today is Thursday, July 22nd. I have not been contacted by anyone from Two men and a truck. The have all of my contact information but no attempt has been made to reach me.
  
  
  

  

  Business response

  07/27/2021

  I apologize for the delay on our team getting a hold of you!

   

  I confirmed with our customer service manager that he has finalized your compensation, and is getting the info to our book keeper.  
  
  

  Thank you!

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