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:01/12/2023

  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.

  We engaged Two Men and a Truck to move our heavy stuff a few hundred yards when we were moving from independent living to assisted living at ****** ***** Retirement home. We had agreed upon 12 Noon for a start but they arbitrarily without our agreement to change started earlier. They used our packing tape up without authorization to do so and scratched some of the items we entrusted to them to move. A result of their early arrival was some of our boxes that we wanted included weren't ready and we were obliged to have them do some package closing which we could have done ourselves. This increased their hours on this project and lead to increased cost.

  

  Business Response

  Date: 01/26/2023

  Hi ****,

   

  Our general manager, Wes M*****, tried to reach you by phone on 01/23/23 at 3:15PM and was unable to reach you. Please feel free to give him a call at your earliest convenience so we can help alleviate any concerns or issues. Our number is ###-###-####. Thank you. 

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not totally satisfactory to me.  It consists only of an offer to confir via telephone with a company official about the problem.  I will attempt resolution in that way.  By way of explaining my position, the arrival of the two men earlier than agreed to meant that some boxes were not ready for transport and we were required to use the two mens' services to finishing those boxes which created unneeded expense for time devoted to this move.  The request for payment for my box closing tape relates to this also.  Since the two men were charging by the hour and not by the box finished, I, in effect paid twice for the tape which they used.  Once when I bought and the second time when they charged hourly for using our tape.  This is wrong.

  I still want a reduction for hours charged because they charged for time beginning at 11:15AM whereas the agreed time would have been noon for arrival and no more than fifteen minutes for travel from their portal.
  
  
  
  Regards,
  
  
  
  **** *******
  
  

  

  Business Response

  Date: 02/21/2023

  ****, I apologize that you have not been satisfied with response received. We are aware that you spoke with our General manager, Wes M*****, and he was able to break everything down for you. Please let us know if there is anyhting we can do in the future to help out. Have a great day!

  Customer Answer

  Date: 03/10/2023

  I apologize for delay in response.  The gmail on our computer is not functioning.  I looked on my telephone.  Finding your message there, I forwarded it to this email which seems to be working.
  
  In answer to the three suggested items which you presented, I offer the following statements :
  
  l.  Furniture damage consists of scratches or marred surfaces on two items and a fault in how the dresser was reassembled. The chest of drawers with scratches on the right side front at the bottom.  It is noted that the men did not employ any quilting to place on items of furniture to help prevent these types of damages. I point out that I mentioned this problem in my original filing but the respondent has not answered about this issue.
  
  2. Dent on surface of an end table which wasn't visible before the move.
  
  3. The mirror on the top of the dresser is not fastened securely to the dresser.
  
  As a remedy for this, I suggest that the vendor have a person come to our quarters and do some maquillage work on these marred spots.  And someone should correct the problem with the mirror. If the dresser would not be placed against the wall so that the mirror leans against it, I fear that would fall and be broken. I suggest that someone come and repair/correct the mounting of the mirror on the back of the dresser.
  
  If the moving company does not wish to accomplish these repairs, then they should compensate us for hiring the corrective actions done.
  
  I don't at this time wish to pursue any compensation regarding the use of our materials to do the packing.  I was annoyed and disappointed that I needed their help closing our boxes because I hadn't had time to accomplish more of this when they arrived earlier than had been agreed.
  
  The reason that it was necessary to have the two men accomplish as much box closing as they did was that they arrived early before we could accomplish this box closing ourselves.  Since they had showed up, I felt I was obliged to have them start doing productive work.
  
  The original arrangement was for the men to arrive at noon.  They arrived early in violation of the agreement that we had with the company which constitutes a breach of contract by unilateral change to specific provisions in our agreement.  I therefore ask for at least one half our reduction in time charged due to their taking too long to arrive from what they report was their departure time and for the fact that we were not able to accomplish more box closing ourselves because of their arriving early in disregard of our agreement about when to start. 
  

  

  Business Response

  Date: 03/17/2023

  As mentioned before, we are aware that you spoke with our General Manager, Wes M*****, and he was able to breakdown the cost and concerns with the move. We are now discussing damage claims, if you would like to attempt to file a claim of damage, please reach out to the local office and ask to speak with our claims manager, Cortnie. Thank you and have a great day. 

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. 

  Although it is possible that a satisfactory resolution can be had by my taking the suggested action, the mere suggestion of taking the proposed action is not considered to be a real resolution of the issues giving rise to this dispute.
  
  
  
  Regards,
  
  
  
  **** *******
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  On Oct 28, 2022, The movers moved me from Hellertown to Allentown, I gave a deposit of $290.00 on Oct 5th and paid the balance of $747.92 on Oct 28th, 2022 (moving date) I declined to take the insurance of $185.00 but was charged for it.
  My glass picture frame 20x24 got completely cracked. One of the employees packed 3 different picture frames on top of each other instead of separately. I checked my invoice the next day on line and seen I was charged for the insurance. When I called the next day. He said it would be best for me to be refunded the insurance money then to get the picture frame replaced. He told me I would receive a check in the mail in the next week or 2. I have stopped in their office 3 times and called few times and got a different response each time. Manager said "The check was mld Nov 21". I am still waiting.

  

  Business Response

  Date: 01/10/2023

  **********

   

  I just confirmed with our finance department that your reimbursement check was mailed on 11/22/22 and should have been received by now. Please let us know if there is anything further we can do to help. 

  

  Business Response

  Date: 01/24/2023

  ****** 

  Once again we truly apologize for the inconvenience, we are aware that you spoke with our operations manager, ****** and we figured out that there was missing information on the address the original check was mailed to. We have since corrected this address and mailed the new reimbursement check. Please let us know if there is anything further we can do to assist you. 

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ********* *****
  

• Initial Complaint

  Date:12/28/2022

  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 had 2 men and a truck move my household furniture from ********* **** to ******* ******* on August 31, 2022. They damage and broke the leg of my piano. I contacted them and Mr.Kyle S***** (operations manager) sent me and email that they were going to reimburse me .60cent per pound and the piano was deemed 300pounds and amounted to $210. He mentioned that the refund was going to be reflected in my credit card in 5 to 10 business days, his email was dated October 3rd. I have not received any refund. I wrote to him about my dissatisfaction on November 30th and I haven't had a response.
  Honestly the $210 will not even fix the damage. I just want them to just fix the damage for me instead of receiving the refund.

  

  Business Response

  Date: 12/29/2022

  ***,

   

  I believe you have reached the wrong location, each franchise is independently owned and operated. This is for the Cincinnati OH location, please let us know if there is anything further we can do to assist you.

  

  Business Response

  Date: 01/10/2023

  ***,
  
  as i mentioned in my previous response I believe you have reached the wrong location, each franchise is independently owned and operated. This is for the Cincinnati OH location, please let us know if there is anything further we can do to assist you.

• Initial Complaint

  Date:11/24/2022

  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 hired Two Men and a Truck to help me move some heavy items in my shop on 11/23/2022, which included 4 large power tools and piano. The loading and unloading locations were 7min apart. I was quoted between $930-$1245 for the labor. Four guys came to assist the move with one truck. The guys were polite and respectful of my family and belongings.
  
  The first few items were loaded quickly. One of the movers indicated that they were making good time and asked if I wanted anything else moved. I added a simple work bench, 2 ellipticals, band saw, part of a work out machine, and a few items from the garage, which all had wheels. If my son and I moved these extra items, it would have taken about an hour with no break.
  
  This team of 4 movers took 6 hours to move everything (over double the estimate). Almost everything was disassembled and ready to go. Most items were moved by 2 guys at a time while the remaining 2 trailed behind empty handed or stood around. The last hour comprised of one guy in the basement trying to assemble a workbench (only had 8 identical wood screws) while the other three swept out the truck, folded blankets, and stood around talking.
  
  When checking me out, the young man in charge flipped back-and-forth quickly between screens on his iPad with nearly no explanation. He did not show me the total until I asked about it at the end.
  
  The team failed to put items in the correct rooms and reassemble what they disassembled. Their work was a mess. They had to unbolt a total of 14 screws and failed to keep track of the fasteners. By mid afternoon, I told them not to worry any further about assembling and head out because I knew they were charging by the hour. I was grateful for their help until I saw the bill. My feelings changed to cheated and swindled.

  

  Business Response

  Date: 11/28/2022

  Hi ******, we received your complaint about your recent move with our Mason, OH location. I have reviewed your comments along with all your paperwork associated with your move on 11/23/2022. After speaking with our management team and your moving team, we have concluded that additional bulky items were added to your inventory at the load location. The majority of the bulky items were being moved to the basement level at the unload location. Upon arriving at the unload, we had discovered that your driveway had been freshly poured in the past 6 months. Due to this new driveway, we parked on the street which had increased our walking distance to the truck. Our team lead had reviewed and signed a revision of estimate with you upon discovering the additional time needed to complete your moving services. I attached the revision of estimate here. Please give us a call at ###-###-#### if you have any additional concerns or questions regarding your move.

  Customer Answer

  Date: 11/28/2022

  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.
  

  1. Walking items up a standard sized driveway does not compensate for doubling the cost.

  2. The response fails to address the significant amount of time standing around and the hour that 3 team members folded blankets, swept, and chatted on the truck while the 4th team member struggled assembling a simple workbench in the basement.

  3. The team failed to listen to my simple instructions, which waisted a significant amount of time. For example, two team members took a work bench up the stairs, but it would not go through the upstairs doorway. Instead of taking 2 minutes to walk the table back down stairs and quickly disassemble the table, they insisted on doing it at the top of the stairs, where the screws were nearly inaccessible. They took 30 minutes trying to take out 8 screws because they had a hard time getting a tool between the bench and the wall.

  4. Over the weekend, I saw the team also broke my elliptical machine and failed to tell me about it. I need to evaluate the other items they moved.

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

  

  Business Response

  Date: 12/13/2022

  ******,

   

  We are aware that you spoke with the General Manager, during that call you disclosed that you did in fact add additional at which time the moving team presented a revision to estimate document to you. This document made you aware that we would be happy to move the additional items for you but with those items and the disassembly needed due to the nature of the items being moved that your original estimate would not be accurate. This document also provided a new time and cost estimate which you agreed to and signed. With this document signed by you and the recorded call where you stated that you did in fact add the additional items, we would not be able to offer the requested refund. Please let us know if there is anything outside of that request that we can do to help. Thank you.

  Customer Answer

  Date: 12/13/2022

  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.

   

  I was never presented with an updated estimate for the few extra things they moved, most of which were in the garage and were on wheels. The documents also did not indicate the significant amount of time the team would charge me for standing around and chatting in the truck. When did your team clean the truck? Three of the four stayed out in the truck for over an hour while one guy struggled to assemble a simple workbench in the basement. My son walked over to close the door after 45 min of no one moving anything so he could let the dog go. You have failed to address this. The team had 3 hours worth of work and they charged me for 6. More than this, the team did not work smart. They moved a table with simple metal legs (8 screws) upstairs. It would not fit though the doorway. Rather than moving the table back downstairs and disassembly if it in a few minutes, they chose and insisted to take out the screws in a confined space, which blocked the door from anyone else moving anything for over 30 min.

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

• Initial Complaint

  Date:10/26/2022

  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.

  October 18 I had reserved a time from 12 noon to 4pm for movers- ( they got there at 12:20 and tried to say that was the show up time anywhere between 12 and 4 ) they scratch the floor of my brand new apartment- new floors! Landlord will charge me- there was 2 guys- so I was moving from apartment 10 to 12 bc it was updated and new! I had everything ready to go- so I also voice my concerns at the office of 2 men and a truck- the one guy was quiet the other guy kept pressuring me about a tip- that he's a single dad with 2 kids and needs money- my sister paid for my moving bc I'm single, older and need money! She put it on her credit card- I can prove what I'm telling you- the guy kept hanging around talking about everyone tips! I was alone with 2 men and bullied I to giving him a tip! I want my floor fix and my sister given a refund she put $100 on card $300 in cash! I was on the phone crying to my sister at 2:20 pm telling her what happened! 2 hours pay 400 $ plus tip - it was awful! Please help me and keep this from other people who are alone - my sister though she was doing a good thing for me! Thanks ****** ********

  

  Business Response

  Date: 10/28/2022

  Hello *****y. Thank you for bringing these concerns to our attention. I am thankful you and our general manager, Jordan K*****, have come to an agreement to resolve these complaints today 10/28/22. We appreciate you still referring TWO MEN AND A TRUCK in the future.

  Customer Answer

  Date: 10/28/2022

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

  Customer Answer

  Date: 11/08/2022

  I already contacted you about these movers, actually the 1 mover out of 2 that was bullying me about a tip- saying he's single dad- 2 kids ect... my scratch on the floor they did come out Nov 1 and fix but they also said they would refund me $100. For rudeness of the mover demanding a tip- says everyone tips them- so I called and text and now JC casually says he will look into the refund- I want my full refund and want it known they promise and then break their promise-so my complaint wasn't handled to my satisfaction- I have them on tape to prove what they promise - I have pics of damages- should I also get my friends and families to post on fb to let innocent consumers know about two men and a truck? Thsnks ******

  

  Business Response

  Date: 11/08/2022

  ******, I do apologize that you have not received your refund. Just to make you aware all check request our submitted to our finance department for review and approval before being cut and mailed. I do apologize that this has caused a delay in you receiving your check but it is a policy that our local management team must follow. I did just speak to our finance department and confirmed that your refund check was cut and mailed on Friday November 4th. you should be receiving it in the mail anytime this week. Please let us know if you have not received it by the end of the week and also, please feel free to let us know if there is anything further we can do to assist you. Have a great day! 

  Customer Answer

  Date: 11/09/2022

  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, I spoke with JC and he said they didn't even attempt to mail  the check til November 7th after I called and text- and the postmark will confirm his story- that business tells lies, not trust worthy, and their people are bullies- I'm not going to beg for what they originally promise me to make ammends, just give me a full refund so we all can move on from this most awful experience- and I will never use your moving company again! Thanks- ****** ******** 
  
  
  
  ****** ********
  

  

  Business Response

  Date: 11/28/2022

  ******,

   

  We have confirmed with our finance department that the check has been mailed and should have been received by now. Please let us know if there is anything further we can do to help. 

  Customer Answer

  Date: 12/01/2022

  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,
  
  
  
  ****** ********
  

• Initial Complaint

  Date:10/25/2022

  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.

  The consumer hired supplier to make 2 moves from KY to Ohio. Poor service and shoddy work.  Damages to furniture.

  

  Business Response

  Date: 10/28/2022

  Hi *******. Thank you for bringing these complaints to our attention. I spoke with our claims specialist T**** Seymour and our operations manager C******* Drake. After reviewing your customer profile notes and email exchanges, we believe we had offered a resolution to these complaints. We had reviewed your valuation coverage you had chosen on the day of the move and determined you had chosen a minimal reimbursement coverage valuing your items at $0.60 per pound payout if anything were to be damaged. T**** had calculated a payout option for you at the total amount of $300. It was at this point that we have not had any response or answer from you regarding resolving this claim. Since receiving this complaint, our General Manager J***** ****** has attempted to reach you via phone call and email and have not received a response. Please give us a call at ###-###-#### or ###-###-#### so we can attempt to resolve these complaints and determine a payout for these claims. Thank you.

  Customer Answer

  Date: 10/28/2022

  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,
  
  
  
  ******* *******

  TWO MEN AND A TRUCK DAMAGED THREE FURNISHINGS DURING A MOVE ON SEPTEMBER 1, 2022 REQUIRING THE FOLLOWING ACTIONS:

  1. $250.00 TO REPAIR THE LEFT AND RIGHT HAND SIDES OF A MID CENTURY MAHOGANY DRESSER BY ******** ********* * ********* ***********.

  2. $250.00 TO RESTORE A THREE-PIECE MAHOGANY SHELVING UNIT WITH DAMAGE TO THE TOP AND SIDE SURFACES. 

  3. $ 75.00 TO DELIVER THE DRESSER AND SHELVING UNITS.

  4. $ 69.79 FOR ***** ***** TO REPLACE A 38" x 28" GLASS IN A PICTURE FRAME

  5. $ 36.00 TO REPLACE THE POSTER ORDERED BY ****** ****, AN **** POSTER DEALER

  _________________

  TOTAL: $680.79

  I have provided Two Men And A Truck with receipts equating to these amounts,, which I've absorbed. I've also provided the name and contact number of ***** ****, owner of ******** ********* *** ********* *********** at ###-###-####. Mr. ***** **** restored the furniture pieces shortly after my mother died and stated that in his 33 years as a furniture builder, he has never heard of such a valuation based on sixty cents a pound. Whenever the vast majority of service businesses - in this instance a moving company - damage a customer's property, they resolve those damages by ensuring the repairs are carried out to restore each piece to its original condition. This is sensible and realistic. I have not received an affirmative response from Two Men And A Truck sufficient to take responsibility for the damages, apologize, and make appropriate restitution as final settlement. 

  

  Business Response

  Date: 11/08/2022

  Hi *******, our management has been trying to reach you by phone and again by email on Oct 28th. We would love the opportunity to help you resolve these concerns. Please give our General Manager, J***** ****** a call at ###-###-####. Thank you!

  Customer Answer

  Date: 11/28/2022

  Hi ****: I planned to call J***** ****** today just to clarify a few details. Included among my questions were whether a published standard index for weights of different furniture exists. At $300 I would be absorbing $380.90 in furniture damage that has been paid out and repaired. The repair company, ******** ********* *** ********* *********** discounted their delivery cost by 50 percent and I wanted to ask Mr. ****** if they would at least consider covering just my late mother’s furniture pieces that were damaged. I’ve been recovering from Covid and believed that I had until the end of this week for that call now that I’ve recovered. If Two Men And A Truck would cover the 500.00 charge minus the delivery and crushed frame glass, that would be acceptable. That’s what I wanted to explore with notes at hand.
  Sincerely,
  ******* 
  

  

  Business Response

  Date: 12/07/2022

  Hello *******. I have been notified by our general manager that we have come to a resolution for your complaint. Please give us a call if you have any additional questions or concerns ###-###-####.

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as satisfactory to me as possible, given the circumstances. 
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:10/11/2022

  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.

  This is a moving company. Property was damaged during the move on July 29, 2022. They took the item and said they had to attempt to repair it, even though I had purchased full damage coverage. I have called 7 times asking for a status, and emailed 4 times. I keep getting the runaround. No return phone calls or emails. I ask for the name of the supervisor and they refuse to give it. I ask for another phone number to call and they refuse to provide it. My complaint is that (1) they are non-responsive to complaints and (2) they don't honor their contracts.

  

  Business Response

  Date: 10/13/2022

  *******, we are aware that you have spoke to our operations manager, Chris Williams. It is our understanding that he has been able to work with you and get your claim moving to a close. Please let us know if there is anything further we can do to help make this an overall satisfactory experience! 

• Initial Complaint

  Date:10/06/2022

  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.

  We used two men and a truck to move and in the process a piece of furniture was lost. We have contacted the company multiple times via phone and email requesting a claim be opened, but the company has been unresponsive and we have not been able to submit a formal complaint.
  
  The missing furniture relates to a dresser and mirror that are connected by two pieces of wood. The company lost the connector pieces in our move. We contacted them within 24 hours of the move alerting them of the missing pieces and our desire to file a complaint and request compensation. We are requesting compensation to purchase a comparable dresser/mirror as our furniture is unusable without the missing pieces and our version is no longer available for purchase. This issue is currently unresolved.

  

  Business Response

  Date: 10/13/2022

  ****, we are aware you have been working with our local GM, Greg to get this claim resolved. Please let us know if there is anything further that we can do to make this an overall positive experience! 

  Customer Answer

  Date: 10/13/2022

  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.

  - I have not been in contact with Greg and do not know who that is  

  - I have been in contact with Steve

  - The proposed resolution was not adequate  I have asked for a claim to purchase new furniture as mine is no longer able to be used without the missing parts  

  - the company has not located the missing parts 

  - the only solution I have been offered was for someone to come out and try to use random parts for assembly  as this poses a risk to the integrity of the pieces, specifically thr mirror, and ability to move the furniture I do not accept this

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

  

  Business Response

  Date: 10/27/2022

  Hello ****. I was mistaken you had been in contact with Steve B**** our operations/claims specialist. Steve had attempted to come out to repair the dresser mirror and reattach it to the dresser with new replacement hardware he had purchased. Unfortunately you had denied his attempt to come out and repair this damaged item. I have attached your pre move confirmation that you had agreed to on the day of your move stating "If damage is caused by our service, TWO MEN AND A TRUCK reserves the right to repair the damage(s) in question". Please give us a call at ###-###-#### to schedule an appointment to repair this damaged item. We look forward to helping resolve this complaint.

  Customer Answer

  Date: 11/03/2022

  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.

  
  

  - the furniture is not broken, required pieces are missing

  - the proposed resolution from the buisiness was to provide alternate support beams that are not the proper specifications or color for the furniture. The depth of the beams is incorrect and the spacing holes for the screws do not align with those of the dresser. therefore they are not usable. They are clearly from a completely separate furniture set. 

  - 
  
  
  Regards,
  
  
  
  **** ******
  
  

  

  Business Response

  Date: 11/08/2022

  Hello ****. We have attempted to reach you multiple times via phone call and email to discuss a resolution for missing support beams. Steve B**** is our claims specialist and Greg H****** is our General Manager at our ************ location. Please give us a call at 610.499.2021 and ask to speak with Greg or Steve. I listed their emails here as well: *********************** - **********************

  Customer Answer

  Date: 11/09/2022

  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.
  

  - we reported the missing parts within 24 hours of our move

  - the missing pieces, 2 support beams that connect a dresser and mirror, have not been delivered

  - the company provided replacement parts that were incorrect and not functional. The replacement parts do not meet the structural specifications of our dresser and were the wrong color. They were clearly from another piece of furniture.  

  - the company has failed to provide us a compensation in the amount to replace our furniture which is unusable without the support beams. 

  Thank you for your time. 

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

  

  Business Response

  Date: 11/28/2022

  Hello ****. Thanks for following up again with us on your complaint. As a reminder "If damage is caused by our service, TWO MEN AND A TRUCK reserves the right to repair the damage(s) in question". You have not allowed our professional furniture repair vendor to enter your home to resolve this damage. We are more than willing to send our repair vendor to your location to complete this repair as soon as possible. We believe this is a reasonable request as we are attempting to resolve this complaint and resolve this damage. Please give us a call at ###-###-#### to get scheduled for a repair appointment.
  

• Initial Complaint

  Date:10/05/2022

  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.

  9/29/22 - Broke valuable lamp, ran over and destroyed outdoor lamp post. Left exposed wires in front yard due to downed lamp post. Company was told about damages and exposed wires. Have been calling twice a day since this occurred. Have been told each time that the manager will call me “right back.” He has never called back. I continue to call with no response. Its been almost a week now. I have relayed all info to multiple employees. This is a hazard to the young children in the neighborhood! They ran over a lamp post and left wires exposed! And now they refuse to answer my calls and be held responsible for this! I need a new lamp post installed and compensation for the other lamp they broke. I would also like a full refund at this point for the utter stress they are causing by ignoring me and refusing to deal with this. On top of all of this, one of the men had diarrhea in BOTH houses, the house we were moving from and the house we moved to. He was absolutely vile and left literal poop all over the toilet in my new house. He left toilet paper all over the floor. This was DISGUSTING, vile and unacceptable. It was APPALLING. These men were rude, disinterested in their job, lazy, slow moving, apathetic and unapologetic about the property they destroyed. I please need your help in getting my lamp post replaced and a refund. Thank you!

  

  Business Response

  Date: 10/13/2022

  ******,

  We are aware you have been working with our local operations manager, Rayvon. We confirmed with the local team that they are in the final stages of settling all damage claims including getting the outdoor lamp post professionally replaced. We truly apologize for the inconvenience, please let us know if there is anything further we can do to make this a positive experience. 

  Customer Answer

  Date: 10/24/2022

  Thank you so much! My apologies - I was waiting to give an official reply once they resolved this. I should have responded regardless with an update. The latest I have was on 10/14 they claimed a $300 check was in the mail to my home address. He said it should take 3-7 days to arrive. It’s 10/24 and I have not gotten the check in the mail. I will check again this afternoon. This $300 is for the indoor lamp. 
  There is also the matter of the lamppost. He claims this check is also “in the mail.” Unfortunately, this check is set to go directly to the handyman. This is not what I wanted but he did not confer with me first about this. He asked for an official estimate from the person who would fix the lamppost. I sent this to him and the total was $575. $300 of this was meant for me to actually purchase the lamppost and $275 is for the handyman to install. Without asking he apparently sent the entire $575 in the mail to the handyman. The handyman says he has NOT received anything in the mail as of yet. So where we are - these checks are both “in the mail.” I’m not super comfortable with a random handyman who I have never met having a $575 check mailed to him. This is not at all what I wanted or expected. I now have to trust that this man sends me (*******? Who knows?) $300!!! This makes no sense. Assuming he even gets a check in the mail. This was all handled so poorly. So as of yet - absolutely no money received. Thank you. 
  ****** 

  

  Business Response

  Date: 11/08/2022

  Hi ******, We do show record that the checks have been mailed. You should have received them by this date. If for some reason you have not please feel free to give us a call at ###-###-####. Thank you and we apologize once again for the inconvenience. 

  Customer Answer

  Date: 11/09/2022

  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.

  The business set to replace the light post has not received the check. I asked that this be sent to me, as I am the one who will need to actually purchase the light post before he can install. This man (if and when he receives the check) will have to now ***** me so I can purchase the light post. This made me uncomfortable from the start because I am relying on a random man I have never met to ***** me money once he receives a check for a job he hasn’t even completed. This seems completely backwards. Regardless, he has not yet received a check in the mail. This is very risky, to pay a random third party before the work is done! Hoping he will do the right thing and ***** me money??? Why is it being handled this way when I specifically asked multiple times to please be at least sent the money for the actual lamp post so I don’t need to ask a stranger to ***** me. This does not make sense. This won’t be closed or settled until he receives the check, he ******* me money, and he actually completes the job he was paid for in advance. Let’s hope this is an honest company because paying this person beforehand, and having this random person now OWE ME MONEY is ludicrous. This is by no means settled, not at all. I continue to be disappointed and disgusted with Two Men and a Truck. 
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  

  Business Response

  Date: 11/28/2022

  ******, 

   

  We have confirmed with our finance department that the check has been mailed. Please let us know if there are any further problems. 

• Initial Complaint

  Date:10/04/2022

  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 had contracted with Two Men and a Truck on 8/11/22 to move me from ***** **** to ********** ****. The estimate given was based on a previous move list that I had used from Two Men and a Truck from ******** to ***** a year and a half previous. The estimate given for the move was for the use of two men and one truck in the amount of 1290 - 1475 dollars for 6-7 hours. I had also given a 200 dollar deposit to secure the move and their services. I told them that my son and I would move all of the boxes and things that we could carry and that was done as I took two uhaul loads before the move.
  On August 22,2022 the two gentlemen showed up on time and started loading the truck, they were unfortunately greeted by yellow jackets at the front door and we all were stung at the beginning of the move. This had slowed them down and they decided to use the garage door to exit instead of the front. This was no more steps involved then going out the front door. About two hours into the move the younger gentlemen started complaining about the move and was reluctant to do anything. Instead of removing doors and stair handrails he had us do it. In previous move by this company all of this was done and everything was put back in place. The younger gentlemen then presented me with another estimate saying that this was taking longer than expected and increased the price, I was very reluctant to sign this as I knew he was becoming lazy and did not know if he would even complete the move. He presented me with a new estimate of 1480-1665 and 8-9 hours. He also mentioned that the delay was due to removal of handrails and doors that they did not even do. Once they loaded up the truck and proceeded to the new house I stayed back and cleaned the rental and my son navigated the move into the new home. I received a text on my phone from the bank stating that I was charged 1922.50. This was not agreed to and the 200 dollar deposit was not even applied. Not even close to original estimate.

  

  Business Response

  Date: 10/12/2022

  Hello ****, we have reviewed your recent complaint in regards to your most recent move on 8/22/22. We have spoken with your moving team, operations team and accounting department to confirm all details with your recent move. After speaking with our accounting department, we have confirmed that your $200 deposit was applied during your move. After arriving at your load location, our movers had discovered the yellow jacket's nest in addition to more items than the 19 items on your estimate. This nest had prevented our movers from using your front door as it was a safety hazard. After rerouting to use the garage door to stay away from this hazard, our movers had made a revision to the estimate for an increase in time needed to complete the move. The details for the revision stated it was due to: wasps and bees in entrance way, more items than expected and doors and rails need to be disassembled. Please see the attached documentation. After the move was completed, your son had signed off as your representative and confirmed all moving services are completed and authorized to collect payment for the total bill due.
  
  We have attempted to reach out to you via phone call to resolve this issue and have not received a response. Please give us a call back at 513.769.6683 to resolve this issue.

  Customer Answer

  Date: 10/12/2022

  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: 10/13/2022

  I have attempted in the last 24 hours to reach out to Two Men and a Truck five times. I left two messages by voicemail and two with their office secretary and was disconnected once. The statement by this company is not true. They never removed handrails or doors, I had to do this yet they claim this is the reason for rate increase as well as them having to go out a different door causing more time. The length of the house in the front avoiding yellow jackets and going to garage is the same distance. Despite this they claimed that my son was my representative. This is not true. He was at the new house yes, and they asked if he was in charge and he said no. The reason being was that my husband was on the premises as well and the movers did not speak once to him about the move or a third increase in price. My son was the only one at the home at the end of the move as my husband was coming back from the rental. The movers wanted my son to sign the paperwork and he said no. They said it was for the completion of the move and that was all as they wanted to leave. My son then heard them calling someone and giving them my credit card number then they left. I then received a notice on my phone that I was charged an amount not agreed upon or discussed with me, my husband, or my son. They stated that my son was my representative and this was ok with them to charge my card. He is not an authorized user on my card and once again was not a representative of the move or given that authority. The movers tried to get him to sign other paperwork releasing responsibility on moving certain items down the stairs and wanted him to remove handrails and he declined. I really don't know why they kept after him as once again my husband was present. I have the receipt for the move where they claimed to have given me 200 dollars credit and they did not. When I complained to the mover about the charge on my card he said he was there for 10 hours. The rate was 185 per hour form both men. This would put the bill at 1850 less 200 dollars that would be 1650. But once again no one in my household approved this amount and this was never discussed with any of us. The only increase was discussed two hours into the move after everyone was stung by yellow jackets and the young man complained constantly about the job and how terrible it was. He did nothing but complain and this resulted in nothing but a bad result. I should not have been charged more than the second increase and I should be credited accordingly. I reached out to the office on August 23,2022 and never heard back from them so no effort on their part to resolve the issue. 

  

  Business Response

  Date: 10/20/2022

  Hello ****. I have been informed that you have spoken with our General Manager at our location and we have refunded 1.5 hours or $277.50. Thank you for bringing these concerns to our attention and we are thankful we have come to a resolution of your complaint. Please give us a call at ###-###-#### if you have any additional questions or concerns.

  Customer Answer

  Date: 11/04/2022

  I am writing this in response to voicemail left yesterday on my phone. I am definitely not satisfied with resolution as I have still not received my refund. Thank you, **** *****

  

  Business Response

  Date: 11/08/2022

  Hi ****, we have confirmed that your refund was processed. Once again we apologize for the inconvenience, please let us know if there is anything further we can do to assist you.