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:04/10/2022

  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.

  On 2021-08-27 my wife and I hired a moving coming, Two Men with a Truck ******* ** ** ****** ** ** ********. We moved from ******* ** to ********** ** ** ******** **.
  The movers moved our custom leather couch and were advised to be careful. When it arrived the bottom corners were all scuffed up from dragging and/or lying flat on the truck and moving around. When they were attempting to move the couch into the condo they had difficulty and my wife provided them with a suggestion on how to get in safely. They chose not to listen and attempted their way and got it stuck in the hallway and we witnesses the couch get scratched. **** *********** *** ** ***** *** ** *****  Then they readjusted and tried the way my wife suggested and it came in with no other issues. At this time we noted the scuff marks on the bottom corners and multiple scratches. The workers filled out their damage report and I obtained photos. We also documented damaged to our other couch which had a snag in the fabric and they dropped a box and a glass platter was broken.
  I contacted the company and began email communication with their manager Rotimi *******  This has been going on for a year. I sent photos at their request, no reply. I would continue to push the matter, then they wanted us to get a quote for the repair, which we did and no reply. Quote for repair approx. $******* for custom leather couch to be reupholstered. I would keep pushing then it was the insurance company detail was the reason. Then they came back with an offer of $*** or have the couch repaired. I said obviously it need to be repaired, no reply. Most recent contact two weeks ago *** * ********* ***** ** *** ****** ******** ******* *** he said please wait one week. It has been over 10 days and no reply.
  We hired a moving coming, the workers acknowledge they damaged our property and completed their paperwork. We pay our bill in full the day of the move expecting things to be corrected for the damage.
  Thank you

  Business Response

  Date: 06/10/2022

  Good Morning,

  The repairs contract has been awarded and the company-******** and will reach out shortly.

   

  Thank you.

   

  Rotimi

  Customer Answer

  Date: 04/11/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  I was contacted by the furniture repair company in regards to the damage to our couch by the moving company Two Men and a Truck. The repair company advised that they would conceal or cover the damage areas and should last for the areas where there is limited contact. Areas with regular use the patches or covers were eventually wear. This is not acceptable for our custom couch. Our couch was not handled properly from start to finish. I explained to the repair company that my father in law use own a custom furniture company and my wife also is well familiar with building furniture. The repair company agreed that the only way to fix the couch is to be reupholstered. The repair company stated they would send an email to Two Men and a Truck that their services would not be agreed upon. This was two weeks ago, so this matter is not closed. 

   

  Thank you for your time. 

  John ********* 
  
  

  
  
  
  
  Sincerely,
  
  
  
  John Robinson

• Initial Complaint

  Date:22/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a moving contract from Cathy ******** employee at Two Men & A Truck in Winnipeg to move the entire contents of my 1 bedroom apartment with small den to a location approximately 10 minutes away.
  
  At the time of booking the move, I clearly stated that I did not know how many boxes I would have because they were not yet packed but that I had a great deal of things I would prepare for packing myself, including all home contents, artwork, art supplies and apartment locker contents. I also explained I had many patio pots and artificial turf.
  
  Ms. ******** determined it would be best to book a 26 ft truck for the move and I agreed because that is the size of vehicle they had used to move me 3 years previously.
  
  My contract was estimated at $*** which included a 26 ft truck and 3.5 hours of labour. I understood the price could increase if it took more time to complete the move.
  
  Unfortunately, the movers arrived on moving day with a much smaller vehicle and informed me they would have to make two trips because they would not be able to fit everything into their truck. It became clear that the movers had to take a great deal more time packing my contents to try and limit the number of trips they would have to take.
  
  In the end, it took them more than 10 hours to pack & move my 1 bedroom apt 10 minutes away to a storage facility. My final bill was for $ **** (more than 3 times the estimate). I believe that had the drivers arrived with the vehicle that I agreed to in my contract, they would have been able to pack my entire contents much faster and in one trip.
  
  * ******* * ****** ** *********** ** ***** * *****. My previous move took no where near 10 hours to complete.
  
  I phoned on 3 separate occasions about this issue and despite being promised a response to my concern each time, no return follow-up calls were made.
  
  * **** *** ****** ******** ****** *** ********* ** **** **** *** **** ******* **** ****** ***** *** **** ***** 

  Business Response

  Date: 11/10/2022

  Hello,

  ****** *** the ******** estimate sent to the customer based on the list of items provided to be moved. Base on this information provided by her, which shows that we are meant to be moving only 12 items **** *** ********* and will take approximately 3.5 hours we made our plan for the day. In this case the truck sent has capacity to take more than double of the list she provided. However, on arrival we found out that she has way more. Despite this, after discussing with the team, we agreed they have to make two trips. Because we bill based on time, I asked the team not to bill for the travel time for the second trip which was was done thus making this not to be at a cost to her. Although, our team worked for 12 hours, we  billed her for 10.75hours.

  Our conclusion is that the customer was fairly charged in this case

   

   

   

  Customer Answer

  Date: 11/10/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is inaccurate.

  When booking months ahead, I was asked how many boxes I had and replied I had no idea because my belongings were not yet packed. I clearly stated and emphasized I had many things and noted they had previously moved all my belongings two years earlier. I explained I had a lot of artwork, outdoor pots and furniture as well as a full apartment locker to move. 

  The estimator asked me to list just the big furniture items, which I did. Those are the items she put in the estimate, however she agreed a 26 foot truck was needed for moving my entire contents. The company knew I was moving my ENTIRE belongings and not just a few furniture items.

  As a customer, I rely on the expertise and integrity of the company to be honest in their appraisal. I trusted them because I had used their services twice previously.

  I understood that the estimate of time was an approximation and knew the move would likely take longer than 3 hours because moving from my first home to the current location with the exact same belongings (twice the distance) was about six hours. I did not concern myself with the estimate not indicating precisely how many boxes were going to be packed because i knew I was paying by the hour.

  However, when I learned they DD NOT HONOUR THE CONTRACT of providing the 26 foot truck and they would likely need to take two trips. I contacted the company immediately.

  Two trips is only part of the problem. It is obvious to me that packing contents into a vehicle half the size would take considerably longer to arrange. Indeed it did because unpacking the truck took a fraction of the time (less than two hours).

  *** * **** *********** *** ***** **** * ******* ** ****** ****** **** ********** ****** * ***** *** *** **** ****** *** **** ** *** *** *** *** *** **** **** ** **** ** ***** *** **** ****** ******* * ***** **** * ***** ***** ********** ** ***** ** **** ****** *** **** ************ **** ******

  How does the company explain moving the contents of a home and believing there are only a few large furniture items? Why would they think a 26 ft truck was no longer necessary when that is what the contract stated was necessary?

  Why am I, the customer, responsible for their error in miscommunication with their own employees? I agreed to the move and signed the contract knowing I was going to have a vehicle large enough to load all my belongings. **** **** *** *********** ** *** *** ***** **** ** **** ** ******* * **** *** ***** * ********

  The company has made me responsible for their error and seems to think the simple solution is to deduct the time of the second trip, when that does not address the majority of the problem, which is loading time for too small a vehicle.
  

  Sincerely,
  
  
  
  RonaLynn ***********

• Initial Complaint

  Date:02/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Two Men and Truck to move on June 19, 2022. I was quoted ******* **** **** *** **** for a 6-hour move with 3 men. They were to arrive at 8am on Sunday. I received a call on Saturday the 18th to tell me they would be arriving on time on the 20th at 8am. I was quick to correct them and they were quick to assure me that it was a mistake and that they would be there on time. At 9:15 on the 19, I receive a call that one of the men had called in sick but that the 2 other men would be here soon. At almost 10 they finally arrived. by 10:30 they started moving things. I had no choice but to also assist in moving things. I had an elevator booked at the new place. By the time we arrived at the new place, we only had 1 hour of elevator time reserved. The movers were rude to residents wanting to use the lift (they were allowed to use it as we no longer were booked). I continued to help. They were not gentle in moving things. tossing boxes into the new place. At one point they refused to move the couch up as it did not fit into the lift and they did not want to take the stairs as it was "too hot". I had to call my brother-in-law to come and assist. They refused to bring the treadmill from the old building to the new one. They broke furniture, damaged by almost new bedset by using packing tape to close drawers and ruined the finish. They used a dolly to carry a cabinet and it ruined the stability and broke when items were but inside ********* * ******** ******* *** ******* ** **** **** *********** Microwave stand was broke in 2. Couch was damaged in material. move took 9 hours (with me moving and with extra help). I aldo had to pay for treadmill moving and take an extra day off for that. They have stopped responding to emails, when I call they say they will get right back to me and never do, I cannot contact them any way and cannot afford a lawyer. I just want to be reinbursed for damages and extra fees and time.

• Initial Complaint

  Date:19/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding the mishandling of my things involving my vintage center tables, missing lamp and broken bed frame. To recap the story, I hired two men and a truck to handle the moving, dismantling and reassembling of my things from *** ******* apartments to *** **** ********** on *******. Unfortunately, the said moving was unsuccessful since most of my vintage stuff were damaged and were not properly reassembled. Because of this, I didn't pay them anything yet as I want my broken furniture, missing lamp and damaged bed frame to be fixed first. I then contacted the manager to explain the issue in hopes that it can be resolved amicably however, the manager of the said company was uncooperative in settling the issue with me. Instead he wants me to pay in FULL and even threatened to sue me if I fail to settle the balance to their company. I tried compromising with him by suggesting that I can pay half of the amount in exchange for an official letter from the company stating that they will fix all the damaged furniture and return the missing standing vintage lamp. But they refused to compromise and said if I don't pay the whole amount they will sue me because they said that I signed the contract. I only signed it because they forced me to do so before the start of the moving. * ** ********* **** ****** ** ** ******* ********** *** **** ********** ****** *** **** **** ********** *** ******** ** ** **** ***** ******** *** **** *********
  
  ***** **** ********** ****** 

  Business Response

  Date: 17/10/2022

  Our damage/insurance process was clearly stated in the documents provided for the customers. Damage issues are resolved only after the customer has paid. Till today, this customer has not paid a cent for the move.

   

  We will consider taking the next steps.

   

  Rotimi

  Customer Answer

  Date: 18/10/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have no copy of the contract, the contract that I signed only stated that I am only allowed 4 hours with the movers. If I was not done within the 4 hours and needed more time, I would have to pay the over time they worked. The issue is when the movers arrived, they did not even bring the proper tools to help with the move when i had even told them beforehand that the movers would be dismantling my bed frame and dining table. I also have two witnesses that can testify that the movers did not bring the proper tools to move my furniture. Due to their inadequate preparation for my move, my furniture was damaged and was lost. I did not read anywhere in the contract that if there were damages, I would have pay first. I do not think that it is fair to make a payment first without having the damages fixed. I offered to make a contract that would state I would pay half of the payment first, and have them fix the furniture. After the furniture is fixed, I will pay the other half of the payment. However this offer was declined. 
  
  
  
  Sincerely,
  
  
  
  Solita *********