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

  9245 Farnham St San Diego, CA 92123-1201

  
• 

  Two Men and a Truck

  1568 Creek St San Marcos, CA 92078-2441

  

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:09/12/2024

  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 from ********* to ********* and I had several calls where they assured us that each furniture item will be wrapped and packed before fitting them in a crate for delivery. However, when they came for unloading in *********, none of the furniture was protected that includes two mattresses and everything was all over the place. We saw the unloading crew literally standing on the wooden planks of our furniture and dragging the unprotected mattresses from the truck. Almost all our furniture was destroyed because of unprofessionally conducted job. Additionally, two boxes containing electrical adapters/cables for several applications and some expensive pots and pans went missing. We returned one of the mattresses on the spot to the unloading crew as it was fully covered in soot and dirt while we kept the other mattress as that was relatively clean. However, we got beaten by the bedbugs that night and had to dispose off. Because of carelessness of the team, my 4 year old got bedbugs bite

  

  Business Response

  Date: 09/13/2024

  Customers inquiries are still under investigation. Both the franchises and *********** are working to resolve the issues. We will contact you once the investigation is complete.

  Thank you.

  Customer Answer

  Date: 09/13/2024

  the matter in question has been under investigation by the business and their franchises for the last 11 days (from Sep 3). The business office in ******** states Regarding the two missing boxes as I mentioned this would be something we would advise you work with the *********, ** location with directly as there is nothing we can do to assist with missing items. 
  ********* franchise states that they were unable to locate the missing boxes. Why is taking so much time to come to a resolution?

  Additionally, the office tries to settle by providing a $25 as appearance allowance for an electric scooter ($350) as well as for the **** curve monitor costing $320. This of course is not acceptable to me. 
  

  Besides all the furniture damage, there is a separate issue of all the inconveniences such as bug bites, which should be seriously investigated and resolved. 

  

  Business Response

  Date: 09/21/2024

  I empathize with customers concern, but it's highly unlikely that moving a crate would have resulted in bed bugs unless there was a possibility of it being a pre-existing issue. Additionally, we ensure that our customers' goods are not combined with others, maintaining strict separation throughout the process. Currently, our *********** team and ***************** continue to work with customers inquiries.

  Thank you
  

  Customer Answer

  Date: 10/01/2024

  The Business in question does not have any evidence that the items/mattresses were fully packed and wrapped. I have several evidences that show that except two twin mattresses and the couch, none of the items were packed. Both the twin mattresses and the couch are free from bed bugs, however the king mattress that was not wrapped and got soiled by the business contained bed bugs. Additionally, the business broke my 34inch curve computer monitor worth $320 and an electric scooter worth $350 and they provide compensation of only $25 each as cosmetic allowance. This is ridiculous and a joke. Please note that the computer monitor was packed by the business not by us.

• Initial Complaint

  Date:09/11/2024

  Type:Product 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.

  8/29/2024 I scheduled a move for 8-10 am. They called around 9am telling me they need to reschedule. Doing so caused me to be late to work and miss some pay. I paid $700 and they refunded me $50 for the delay. I feel like I should get more. *** tried contacting corporate to no avail.

  

  Business Response

  Date: 09/13/2024

  We informed customer in advance of the scheduling changes due to unforeseen circumstances. Although, ****************** preferred an earlier than Noon arrival, it was agreed upon to the 12-4 PM arrival window; stating he could be late for wok. Our agent clarified that we would aim to accommodate, but the window remained fixed at 12-4 PM. 

  We completed customers move as scheduled, but due to an unexpected change, we believe the credit offered was appropriate for the inconvenience.

   

  Thank you

• Initial Complaint

  Date:01/11/2024

  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.

  We booked Two Men and a Truck for our move which occurred on Nov 27, 2023. Two days after the move, while we were unpacking, we noticed a couple things:1. A gift we received valued at $110.17 that was in an unopened delivery box was missing.2. We began receiving fraud alerts from the bank of one of our credit cards. It turns out the cards we had left in one of the drawers of our dresser were missing. This included 3 credit cards and a HSA card.We called Two Men and a Truck immediately to report these things. We did pay for the supplemental insurance for loss and damage and made a claim for the missing gift within the 48-hour time period they required. I made several follow-up phone calls, but had no luck on getting a status on the claim. I finally received a message on Dec 14, 2023 stating that the funds for the gift would be credited to my account within 2-3 business days. They initially issued a refund for the gift in the amount of $110, which posted on Dec 11, 2023, but then they rebilled for $110 on Jan 4, ****! You can imagine my shock when I saw this. I called them first thing in the morning on Jan 5 for an explanation. After much back and forth with *****, she told me that she was able to get ahold of a manager who would re-issue the refund. I was assured that I would receive an email confirmation of this and the credit would be in my account within 2 - 3 business days. So far I've received no email and no credit. And as far as the stolen cards are concerned, the company washed their hands of that. They told us there is nothing they could do since there's no proof it was their guys who did it. But we know for a fact it was. It was only the 4 of us there that entire day (my partner and I and the 2 movers). We filed a fraud claim with the bank and a police report and the detective has been trying to establish contact with ******* at the company, but the detective tells us that he has not been successful reaching *******.

  

  Business Response

  Date: 01/12/2024

  Good morning, 

  I looked into customers statement regarding refund being issued then taken back. What we have here was an unfortunate clerical error after refund had been issued. A refund of $110.17 has been re issued as of 1.12.24. In regards to the detective being unable to reach me; I called him the day I received his information. I left a detailed VM with my name, name of business and a good contact number to reach me. I also informed everyone in my store who answers any incoming call that I was expecting a call from a detective, and of 1.12.24, I have yet to hear from him. I will leave another VM for him today. We are here to cooperate. Thank you 

  Customer Answer

  Date: 01/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:07/07/2023

  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.

  3/10/2023 $1,014.75 Service Provided: Move of furniture from one residential unit to another People e-mailed and attempted communication with: ********************************* ************ ***************************** ************************** (Owner Operator)King bed purchased from Pottery Barn was damaged by movers on 03/10/2023. Footboard was damaged by movers. In addition, 55" LCD TV was broken. Apparently, I was denied claim on the television. The bed was never fixed.Emailed ********* from Two Men on several occasions. Provided pictures of the damage of the footboard. Television was thrown out. I was told that the footboard would be fixed, but the repair person never came out as he was supposed to. At that point, I attempted to pull the CC charge from 2 Men and a Truck and was denied. The card was recharged, which it shouldn't have been (that's a separate matter). Was told by ********** that Two Men and a Truck would have to resolve this issue with me. They never did. Emailed ********* multiple occasions. He is the supposed claims specialist handling this. Has not communicated back. Keeps saying that the charge they'll move forward with the process, which is a flat out lie considering they've been paid in full. Emailed the owner/operator ******* and have not heard back. This complaint has still not been resolved. My sense is that they got their money and are just giving me the finger on any resolution. This company is bad news and is disreputable in my opinion.

  

  Business Response

  Date: 07/13/2023

  We were working with customers' concerns but ceased when charges were eventually disputed. As per our move letter, damages are addressed when invoice is paid in full. We notified customer of our temporary stoppage and as soon as we receive payment, we would reopen the claim. We have not received any payment to date. 

  Customer Answer

  Date: 07/14/2023

  2 men and a truck and their response is just a flat out lie. They have been paid in full.  Initially, the charge was the disputed. It was initially disputed 60 days after the original charge was made, and they did not have my bed fixed nor my television replaced within the first two months (before the dispute).  However, the account has been paid in full after the credit card was recharged by chase bank back on June 27, 2023.  

  An email was sent to their claim specialist ********************************* on June 30 as well as the operator of the franchise ***************************** on June 30, July 7 and July 8. No response was given back to me by any of them at any point in time.

  This company does not stand by their work.  The operator and his specialist lack honest and integrity in my opinion. Avoid them and do not use them. There are better moving companies out there. 

   

  

  Business Response

  Date: 07/17/2023

  I have reached out to the customer and proposed a couple of options. One being cash compensation and the other to have a different vendor take a look at his damage. At this time I am waiting for a response so I can move forward. 

  Thank you.

• Initial Complaint

  Date:11/28/2022

  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.

  BBB,I will try to provide a brief statement of my experience with Two Men and a truck:My fiancee and I hired this company on 9/24/2022 to move both of us from our condos. I personally caught movers going through a box and picking up loose rounds of ammunition that had fallen out of a box. He gave what he collected back to me from his pockets. The movers told me they couldn't transport my safe with guns and ammunition so I removed it all from my safe. The movers left my condo around 11:30am and went on an hour break. I then bought them lunch and had it waiting for them at the new house (15 minute drive from the condo). At the new house, my friend had removed all the ammunition but left the guns in his locked car. He accidentally removed one gun inside a case. He put it with the ammunition in the garage awaiting the arrival of the gun safe. This was not discovered later but the handgun was stolen by one of the movers. The case was left behind. We have an open case (22-143186) with the San ************************* The movers finally arrived smelling of marijuana and wore sunglasses the rest of the time. My fiancee' paid for television boxes for our tv's which were not delivered/used. We were still charged for them. The wardrobe boxes she bought were only half full and had multiple ************* inside them. We had to go back for the other clothes on hangers. We have numerous broken items, dents and scratches in our new house. I understand that would happen but this is on top of everything else that has happened.We also tipped the movers when they left. We originally had good communication with this company but now they have stopped responding. We are trying to file a insurance claim and get a refund on the boxes we never received. We are extremely upset with this company and have tried to be patient they would respond appropriately. We have tried to meet with them but they wont respond or they have said they are too busy. Help please! Thank you.

  

  Business Response

  Date: 12/01/2022

  Hi *****,
  
  
  I have refunded the four TV boxes in question and rather than a partial refund for wardrobe boxes, I refunded the entire invoice. These refunds were issued on 11/29/22.
  
  Alleged Stolen firearm

  
  I want to be as transparent as possible. I am in no way shape or form avoiding any responsibility. I will continue to fully cooperate to the letter of the law with all local authorities involved with your claim however, I have not been made aware of any findings or that someone is a possible match. It would also appear that finger prints have yet to be taken from our movers. Im not sure why, when or if it will happen. If and when I am notified by any agency that one of our employees finger prints is a match, we will not hesitate to do what is being asked of us.
  
  I will wait for SDPD and SDSO before moving forward with the opening of a claim with our insurance company. A Police report wont suffice, as it wont show evidence of an actual theft.
  
  I sincerely apologize for going through this situation. In the meantime, while we wait for local authorities, I will credit $100 towards your move. 
  
  Thank you.
  
  *****************************
  General Manager

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

  Customer Answer

  Date: 12/05/2022

  BBB/Two Men and Truck
  
  Thank you for processing the refund for the boxes, we appreciate that.
  
  As far as an update on the criminal case with SDSD, Deputy ******* said they are doing elimination *** on the firearm case and collected samples from ***** & I. SDSD is unable to give us a timeline on how long the *** processing will take.
  
  In regards to the alleged stolen firearm, I think we can all agree that the firearm was taken by one of the movers and from your interviews with the employees, you previously mentioned we reached the same conclusion to whom it was. The same employee you suspected took the firearm based on your interviews was also caught pocketing ammunition at Colins condo but handed it over when caught.   We would not be wasting our time or yours if we were not certain it was stolen.  Furthermore, the firearm being stolen has only resulted in more of a headache and issue for ***** at work.  Although the law and the criminal case requires a higher burden of proof for the stolen firearm, the insurance claim does not. Otherwise why would anyone use insurance if it requires absolute proof. We paid $75 per move for insurance and that insurance is for any missing or damage property.  If the company is unwilling to file the insurance claim, then the company should reimburse us for the stolen property. 
  
  Unfortunately, we have had to get the Better Business Bureau involved at this point and we have held off on writing any reviews.  We have requested a meeting multiple times to find a resolution to the stolen firearm and have been unsuccessful thus far, after 2 months. If the company is unwilling to make this situation right, we will proceed with the Better Business Bureau, our credit card company and reviews.  Please let us know what your company decides by the end of the week.
  
  
  Thank you for your time

   

  

  Business Response

  Date: 12/09/2022

  Hi *******
  
  I understand your frustration regarding this situation. We take the accusation of a firearm theft very seriously and we want to understand what happened as well.Based on the information we have so far, we simply do not have enough proof to accuse an employee of theft, nor do we have enough evidence to submit an insurance claim.  
  
  With that said, we are choosing to offer you $1000 as a goodwill gesture so you can move forward. We will continue to wait for the findings of the police report,and cooperate in any capacity asked of us.
  
  Sincerely,

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

  Customer Answer

  Date: 12/16/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************