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:10/13/2025

  Type:Product 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 July 16, 2025, 2 Jacked Guyz was paid $300 for two hours of work to unload a small u-haul trailer of personal items, mostly in small plastic moving bins, then load them into a storage unit. Their website says Relax while seasoned professionals take great care of your possessions and We are a service-first company. Our goal is to help alleviate stress. Instead, when I opened the storage unit door, several heavy bins came crashing down on me because they had ALL been stacked over 7ft high with ALL the lightest ones marked FRAGILE on the BOTTOM. These bottom fragile bins were cracked and crushed under the improper stacking and I was lucky not to be severely injured. Additionally, furniture moving blankets and pads were inexplicably cast aside unused, and furniture was placed awkwardly on raw concrete. I have reached out to 2 Jacked Guyz submitting photos and requesting a refund for a job improperly done and they only offered a $75 token of good faith as they call it. When I said this was inadequate, they stopped responding to me. They spent 40 minutes of their 2-hour minimum to do this terrible job, and it took me (one non-jacked person) three hours to unload the entire unit and re-load it properly. They had ample time to do the job correctly, and I would have paid more if the job required it. I would rather not make a damage claim against their insurance because Ive already spent a lot of stressful hours seeking a refund after fully correcting their work, and I am in another state now. A full refund is a reasonable request that will have less financial impact on them than a damage claim, and will satisfy me. I am not asking to be made whole. They have rudely ignored me and now my recourse is here and legal action.

  

  Business Response

  Date: 10/13/2025

  Thank you for the opportunity to address this customers concern. Our team strives to deliver quality service and clear communication on every job.
  In this instance, the individual submitting the complaint was not the contact present during the move. As outlined in our terms of service, the booking customer is required to be on-site, approve the final result, and dismiss the crew. Our staff confirms the on-site contact approved the storage arrangement and allowed the team to depart.
  The customer paid our standard two-hour minimum rate, which is clearly communicated before booking and reflects industry norms. After the move, the customer reached out with photos; none showed damage to furniture, and the bins depicted had visible signs of prior wear. Nevertheless, we promptly offered compensation sufficient to replace the bins as a gesture of goodwill. The customer declined both of our refund offers.
  We take all feedback seriously and are committed to resolving issues when given the opportunity. Had we been notified sooner, we would have returned to rectify any concerns at no additional charge. We believe our team acted in good faith, completed the work as approved, and offered reasonable resolution even in the absence of verified damage.
  Thank you for considering our perspective on this matter.

  Customer Answer

  Date: 10/15/2025

   
  Complaint: 24008134
  
  I do not accept the business's response as a resolution to my complaint because: Neither my partner (*** *****) who contracted 2 Jacked Guyz for the unload/load services, nor the person I had deliver the trailer & open the empty unit received anything in writing. There is no liability statement on their website, nor terms of service. We have only a receipt, no service contract, never mind anything that said the client is responsible for ensuring the movers knew how to safely and properly conduct a basic move (this is not reasonable). I will admit it was probably in poor judgment to pay upfront for a service without any of these, but it is a reasonable expectation of professional movers nonetheless.
  
  My photos illustrate where the damage they created is and how it occurred, as well as the poor placement of the furniture with the provided pads discarded to the side, available but unused. The fragile containers were clearly labeled as such and much lighter than the containers marked books which they stacked atop five lighter containers marked fragile. 
  
  1. Heaviest items go on the bottom
  2. Light and Fragile go on the top
  3. Use provided moving blankets and furniture pads between raw concrete floors and furniture
  4. Do not stack containers higher than the average human can reach
  
  These are the foundation of moving, and as a client I expected them to be understood. They should not need clarification from professionals.
  
  The state in which 2 Jacked Guyz left my belongings required a complete re-do of the work they were hired for. Now with the added risk of injury due to precariously stacked containers toppling as the heaviest were stacked six containers-high 7ft+) atop the lightest and most fragile. Even if I trusted them to return to do the job correctly after the state they left my belongings in, it wasnt an option, as the top layer of bins on all the stacks had already toppled. The time was already lost, and their service determined untrustworthy.
  
  To repeat, I am not seeking damages, just a refund on a service that wasnt done as reasonably expected and required a complete re-do. I'm sure we can all agree, things go wrong sometimes and a job or service just doesn't go right. I have moved about ten times in my life and have learned along the way that the heavy items go on the bottom and protective furniture blankets are needed to do it right. Part of good service is acknowledging when you didnt hold up your end of the bargain and making it right. It happens sometimes despite best intentions and experience. Im not asking to be made whole with financial restitution for my lost time, distress, and damaged belongings. A simple refund of the amount paid for a job that wasn't done as promised and advertised is a reasonable and important business practice in client satisfaction and trust. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 10/16/2025

  We sincerely apologize to Ms. ********* and Mr. ***** for their experience. After investigating, we discovered that our service confirmations and contract emails were bouncing back without our knowledge, meaning they never received the proper documents before their move. That was our mistake, and we take full responsibility.

  
  We understand the situation caused frustration and failed expectations for how the move should have been handled. While our team strives to meet every clients standards, in this case we did not deliver the quality we promise.
  We are prepared to issue a 100% refund. We truly appreciate our client's patience and the opportunity to make things right.

  
  Respectfully,
  Management Team
  2 Jacked Guyz LLC

  Customer Answer

  Date: 10/17/2025

   
  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,
  
  ****** *********