Complaints

This profile includes complaints for Two Men and A Truck's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Two Men and A Truck

  11807 Reading Rd Cincinnati, OH 45241-1545

  
• 

  Two Men and A Truck

  1091 Reading Road Mason, OH 45040

  
• 

  Two Men and A Truck

  3469 Tylersville Rd Hamilton, OH 45015-5556

  

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:06/27/2023

  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 recently booked a move on 06/16/2023 and had everything go well but what didn’t go well was during the move the movers opened one of my sealed boxes and took cash out of it($250) They also failed to put two items back together that they took apart. One of the items the screws that hold it together are nowhere to be found. I contacted the company on 6/20/2023 and 06/27/2023 to advise them of the situation and was told they would not be looking into it and I was basically out of luck. If you value your stuff then make sure you keep an eye on the moving team every step of the way because no one can be trusted. Not even movers that have supposedly been through a background check. I will never be using their services in the future due to the unprofessional manner this situation was handled.

  

  Business Response

  Date: 06/29/2023

  Hi ***, 

  we are aware that you spoke with our General Manager, Keith, about this situation. We know he was able to complete an internal investigation but was not able to find anything conclusive to prove this claim. As he mentioned, if your feel this truly happened we would recommend filing a police report and we will comply with any request for that investigation. We are truly sorry for this inconvenience and hope it can be resolved. Thank you!

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  *** *********
  

  

  Business Response

  Date: 06/29/2023

  ***, our operations team will also be coming out onsite reassemble your furniture. They will provide additional hardware if needed. 

• Initial Complaint

  Date:06/22/2023

  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.

  Deposit of $100 made on 5/31/2023 for move to be performed on 6/3/2023.
  After arriving on 6/3/2023 movers refused to perform the work citing because of mouse droppings in the house and was told verbally that no charges would be incurred.
  On 6/22/2023 I called Two Men and A Truck since my credit card was still not showing my deposit being credited back to my account. Talked to a person named Bella and she refused to credit my account since she said a 48 hour cancel policy was required. My point of view is that Two Men & a Truck CANCELLED ON ME after that 48 hour period by refusing to perform the work. She still refused a credit to me.
  Invoice Estimate No: **************
  Estimator: Casey M******
  Two Men & a Truck
  11807 Reading Rd
  Cincinnati, OH 4524###-###-####

  

  Business Response

  Date: 06/29/2023

  Hi *******,

  We are sorry this was not explained better when you called. The 48 hour cancellation policy refers to customer cancelling on short notice. In the pre-move letter that was emailed to you when you booked your move, it explains that if our team is dispatched to a move site and the move is cancelled for any reason such as no show from customer, customer not prepared and packed, unsanitary conditions, etc, that the $100 deposit will not be refunded because this covers the dispatch fee for our moving team. I hope this explains the situation better. Please let us know if there is anything we can do in the future to help. Thank you!

• Initial Complaint

  Date:05/19/2023

  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 used this company in February of 2023 and May 2023. In February I was charged $185 an hour and in May 2023 I was charged $165 an hour. In February I had an entire house full of furniture moved. In May I had a quarter of that furniture moved. My final bill in May was more than my bill in February. I am not understanding the math as my hourly rate was lower in February as well as fewer items were moved. In February two beds were taken apart and reassembled in May two beds were taken down and one was reassembled. Other than the final bill the move was smooth and the movers were polite and professional. Please review as this appears to be a miscalculation.

  

  Business Response

  Date: 05/25/2023

  ***, 

  Our local General Manager, Drake, tried to reach you by phone and was unsuccessful. We would like to help resolve any concerns, please give us a call at ###-###-#### and ask to speak with Drake. We look for to hearing from you! 

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  *** ********
  

  Customer Answer

  Date: 05/25/2023

  I left a message for Drake and did not to my knowledge receive a call back.  I also send a email and have not received a response.

  

  Business Response

  Date: 05/27/2023

  ***, 

  Drake will try to reach you again when he returns to the office on Tuesday. Our office is closed for the Holiday on Monday. 

• Initial Complaint

  Date:04/28/2023

  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 was promised that my move to ******* from ************ ********** ** for corporate relocation would be completed between 4/17 and 4/25. After that expectation was missed, I have been mishandled and disrespected numerous times and am now learning that the best case was 4/25 and worst case 5/1. I was never told that. I have incurred serious costs due to having to live in a hotel room while paying for an apartment I cannot live in for an extended period of time. I would not have selected Two Men if they had told me months ago when I selected them over NA Van Lines and others that my move would take almost 3 weeks (my move-out date was 4/14). I have been mishandled rudely by inexperienced management, complaining, dispirited and late movers who took excessive personal calls during the move lengthening the time, and treated coarsely and disrespectfully. Conversely, the ******* office (where I am moving) has tried to be helpful, but they also have been hamstrung by the ************ office and them blaming their 3rd party partner Estes.
  
  I would like senior management of the corporate office to contact me and explain and take accountability. I would like the ************ office to be sanctioned or at least spoken to regarding their unprofessionalism and failure on my behalf. And I would like a refund to me personally for each day that passes from 4/25 to when I receive my goods. Not to my corporate credit card my company didn't have to suffer through this I DID.

  

  Business Response

  Date: 05/08/2023

  ****,

  We are sorry that your move did not go as you planned. to address the concerns regarding the delivery date, if you refer back to the document labeled Pre-move letter that you attached to this complaint that was sent to you during the booking process you will see that it shows a pickup date of 4/14 with an expected delivery range of 04/25 to 5/1. We are not sure where the confusion was with the delivery dates you mentioned because this document was sent to you when you booked your move and it clearly states the date range that our team told you and the shipment arrived in that window meeting the agreement of the contract. I know you have spoke with our Local GM, Greg, if you have any further questions please feel free to reach back out to Greg. 

   

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair 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.

  Company representative damaged property during move and are refusing responsibility and liability despite individual responsible admitting to causing the damage. Organization claims to have "lost" documentation of said damage are you placing blame on consumer.

  

  Business Response

  Date: 05/11/2023

  ****,

  We are aware that you were able to speak with the Local General Manager to resolve the claim for your damaged exit sign. Please let us know if there is anything further we can do to assist you in the future. We apologize again for the inconvenience this has caused. Thank you! 

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this proposed resolution is satisfactory to me. I will consider this complaint closed when reimbursement for damages is received as was promised. To date, I have been told payment would be sent but am still awaiting receipt of it.

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

  

  Business Response

  Date: 05/18/2023

  ****, I just confirmed with our finance department that this check was cut and mailed on 05/12/23. If you have not already received this in the mail it should be arriving any day now. Thank you for your patience on this matter. 

  Customer Answer

  Date: 05/18/2023

  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. 
  
  
  
  Regards,
  
  
  
  **** ********
  

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair 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.

  This is a professional moving company that I've used before with no issues; however, on this occasion the level of customer service was unacceptable. The company reps showed on time reviewed what they needed to move to the new location and got to work. During the course of moving my items to the new location, one of the reps completely damaged a bookcase. A damage report was filled out; both the rep and I signed the form. The rep left a copy with me and told me someone would follow up in two business days for a resolution. One week later, I still had not received a callback so I called the number on the damage report form. The customer service rep who answered replied that the local office manager handles those and would call me back. Two business days after that phone call and still no manager phone call, I called the same number and insisted that I talk to someone about a bookcase their company damaged. The reply was that he manager was not in yet but I was assured he could follow up. I received an email later that day from [email protected] stating a claim was created, sorry for the communication gap and since they messed up on the communication he would purchase a replacement bookcase and have it shipped to me. Two weeks after receiving this email, I sent an email asking for the tracking number as the shipment still had not arrived. As of this complaint, I have not received any reply from this Iyan Garza person nor the replacement bookcase. Now when ever I call the number on the damage report, I get a voicemail message to leave a message but the voicemail box is full. I just want to be compensated as offered in that email.

  

  Business Response

  Date: 04/26/2023

  ******, 

  Each franchise is independently owned and operated, I believe you have reached the wrong location. It looks like your move franchise is located in **, you have reached the Cincinnati OH location. Please feel for to reach out to the Two Men And A Truck customer support center and they will be able to help you get connected with your local franchise.

   

   Support Center email contact: ***********************

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the response was this was the wrong location and therefore unable to assist. So I will close the complaint for this office.

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

• Initial Complaint

  Date:03/20/2023

  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.

  We had them move us from ************, ******* to **********, ********. In the process of moving the movers broke my desk and threw it away. It is about 15 miles from one place to the other, and it took them an hour and a half to get to **********, they got lost and ssaid they had to stop for gas. They did 30 minutes off of the time, at least I think they did, they didn't ever send us a receipt. I talked to the manager Rodney E**** and he said that he would send me a $150 check for the loss of the desk. This all happened on March 3rd. We still haven't gotten a check. He ask us not to bash them or complain about them to anyone and with that being said he would send the check. So he was kinda blackmailing us into not complaining about the service. Well here it is March 20th and no check. I called him twice and he told me the check was coming and the last time, he said he would check on it and call me back. He hasn't done that, that was last Thursday. I tried calling him again but was told he just stepped out of the office and she would make sure that he returned the call. No call, No check, the movers were terrible they put a big nick in the wall at the apartment complex, they ran into the garage door with the box springs and they scratched my shelving unit shelves. But we just wanted the money for the desk that they broke. We have since moved back to ******* but were sure not to use them. OUr new address is *** ** **** *** **** ************* ** *****. They are told to take pictures when they damage something but they didn't and they threw it in the trash compacter so I couldn't retrieve it or take a picture. The whole company everyone that we talked to were very unprofessional. We had used them before and they were great, not sure what happened but we want paid for that desk.

  

  Business Response

  Date: 03/23/2023

  ******, 

   

  We apologize for the delay, i just confirmed with our finance department this this check just went out on this mail run. You should receive your reimbursement check in the next 5-7 business days. Thank you for bringing this to our attention and please let us know if there is anything further we can do to help. 

  Customer Answer

  Date: 03/28/2023

  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. 
  
  
  
  Regards,
  
  
  
  ****** ******

   

  AS of today which is March 28th we haven't received the check.  So they may say they are sending it,

   

  as of yet we haven't seen it.  So we are not satisfied because no refund has been received by us.

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair 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.

  July 26th, 2022, upon completion of our move across town the driver of the moving truck hit our parked vehicle when leaving our residence. Two Men and a Truck dispatched an Operations Manager, Jason A. to our home to address the situation. Jason A. proceeded to take pictures of our vehicle as well as the moving truck before exchanging information and leaving the scene. Via email correspondence between July 26th, 2022 to September 6th, 2022 I provided Jason A. and Two Men with a repair estimate and insurance card. Jason A. stated in writing his company was going to file an insurance claim to cover the damages of $2,678.11. After several attempted follow up contacts with Jason A. his last email on September 6th, 2022 he wrote "I have sent everything to our safety team at this point I can reach out to them again, but I’ve done everything on my end to resolve this process. Let me get into the office this morning and I will get in contact with them." Jason A. did not respond to any email requests after said date. Needing to have our vehicle repaired we filed a claim with our insurance to cover the cost of repairs including the deductible. On or around November 22, 2022, upon completion of repairs our insurance company started a subrogation claim to recover the cost of damages. As of the writing of this complaint, 03/15/2023 our insurance company has not received a response to the numerous telephone calls, emails, and written letters sent to Two Men. Two men should make our insurance company whole, including reimbursement of the deductible owed to us for having to file/pay the claim.

  

  Business Response

  Date: 03/17/2023

  ******, We truly apologize for the delay on this incident. I spoke with our safety and compliance manager, Shelby, this morning. It seems there was some miscommunication between our team, this is no excuse to hold up this process for you and we will be working diligently to get this resolved in a timely manner for you. She has already filed the claim to start the process. Claim number *******************. If you have any further questions at this time please feel free to reach out to Shelby and she will be able to provide you with any needed information on this claim. Her email is ***********************. Once again I apologize for the inconvenience this may have caused. Have a great morning!

  Customer Answer

  Date: 03/24/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair 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.

  Date of Transaction: 12/22/22
  Amount paid: two charges? $4433.62 for first day of move with Four Men and Two Trucks
  $1,028.62 for second day of move with Two Men and One Truck (charged for 4 men and two trucks)
  They promised to refund us $514.31 for over charging us for one extra truck and two extra men on day two of our move.
  They said they would send us a release form to review and sign before issuing the refund back in January. We never received the form.
  Repeated calls to speak with Greg (General Manager) to obtain the release form were met with excuses (in a meeting, out of the office). Messages left for Greg but no call back.
  
  Last call to the office was Feb. 7. Was transferred to Rayvon (Operations Manager) who took all of our information and promised to get in touch with Greg, confirm the details, and get the release form to us to sign so that our refund could be processed. To date, no call back from Rayvon or Greg, and no release form, and no refund.

  

  Business Response

  Date: 02/21/2023

  ***, We just spoke with Greg and he is reaching out to you now to get this matter handled for you. We are so sorry for inconvenience this has caused. please let us know if there is anything further we can do to assist. Have a great day!

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:

   

  The business and General Manager contacted me via email, apologized for the delay in processing our refund, and promised to send our refund check via mail on 2.21.22. 
      
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *** *** *** *******
  
  

• Initial Complaint

  Date:01/30/2023

  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.

  Services for moving were requested and provided for 09/24/2022. They charged my credit card $1965 despite the original estimate stating it wouldn't go over $1895. It was moving a one bedroom apartment to a home less than 8 miles away.
  
  At the end location, we walked the movers through the house to show what furniture should go where, to show where boxes should go, and so on. All of the boxes were packed and labeled by us to clearly state the room name they belonged to. The movers agreed that they understood. My daughter also walked them through the floorplan again to make sure.
  
  As agreed and discussed with the movers, I left the house for 20 minutes to pick up a child and in that time, instead of doing what we agreed to the movers took almost everything and put it on our garage. The garage is not insulated, nor does it have HVAC. It is connected to the house by shared outside wall only, there is no direct way to bring boxes back into the house. But most important, ZERO OF THE MOVING BOXES were instructed to go to the garage.
  
  I reached out to the business office and Cora responded. She was apologetic. She said she spoke to her team and they would come out and fix it by moving the boxes to the house itself - what we paid them to do. But that never happened and they didn't respond. I asked that they refund half the fees so I could pay another mover to do the work if they wouldn't do it themselves.
  
  Bottom line is that 1) they didn't perform the services, 2) they admitted that they didn't perform the services and promised to correct it, 3) they did not correct it or refund any fees, and 4) they charged me even more than any original estimate.

  

  Business Response

  Date: 02/21/2023

  ******, we have reached out to our general manager, Greg H******, he will be reaching out to help you resolve this matter. We apologize for the inconvenience this has caused. Please let us know if there is anything further we can do to assist. Have a great day!