Complaints

This profile includes complaints for Two Men and A Truck - Denver'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 - Denver

  12520 Grant Dr Ste 300 Denver, CO 80241-2513

• 

  Two Men and A Truck - Denver

  1600 Jackson St Ste 250 Golden, CO 80401-1958

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  Two Men and A Truck - Denver

  520 Violet St Golden, CO 80401-6715

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  Two Men and A Truck - Denver

  15603 E Fremont Dr Englewood, CO 80112-4229

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:02/28/2025

  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 Oct. 30, I hired Two Men and a Truck - Centennial at **************************************** to help us move. During the move, they broke an antique vanity mirror. I was assured it would be replaced or fully repaired to it's prior state. After a delay due to turnover in their claims department, they reached out and put me in touch with their vendor for repairs, M9 Home. I was told that if their vendor couldn't repair it to our satisfaction, that we could find another vendor to do so. The vendor, a handyman who specializes in firearms cleaning, and bedbug mitigation, said he could glue the mirror back together but that he couldn't restore it to its prior state. He would use wood filler to cover the repair, which wouldn't blend with the Mahogany finish. We opted to find a furniture repair vendor to complete the repair properly. Antique Treasures Restoration Studio in ********* is completing the repair to return the mirror to its prior state for $480. Today, Two Men and a Truck Centennial informed me that they would reimburse me only $300, the cost charged by their vendor for his incomplete repair.I contacted *** ************, Claims Manager, asking to be fully reimbursed for the repairs, explaining that a $300 repair would not have returned the mirror to its prior state. *** refused and would not transfer me to speak with her manager.I would like the Better Business Bureau's help to be made whole and reimbursed the full $480. To assist you, I've attached the damage report from Two Men and a Truck, an email chain from my correspondence with ***, and the invoice from Antique Treasures Restoration Studio.

  Business Response

  Date: 03/04/2025

  Customers Statement of the Problem:
  
  Our response to the customer claim in bold.
  
  On Oct. 30, I hired Two Men and a Truck Centennial at **************************************** to help us move. During the move, they broke an antique vanity mirror. I was assured it would be replaced or fully repaired to its prior state.  
  
  It is our policy to pursue repair with our customers in the event of a damage, if the customer paid for full valuation (which Mr. ******* did), if the item qualifies for liability (which it does, it was not excluded on a Release of Liability), and if the customer accepts repair in place of compensation for the items value. Mr. ******* accepted pursuing repair of his item in late November.
  
  After a delay due to turnover in their claims department, they reached out and put me in touch with their vendor for repairs, M9 Home.
  
  Our vendor, M9 Home Repair, had followed up with Mr. ******* on a date soon after November 18th when M9 had been informed of the damage, following the October 30th move. We acknowledge that this delay was due to turnover in our ****************** At this point, M9 Home Repair contacted Mr. ******* twice. The first contact was in late November and ****** with M9 Home Repair was told that Mr. ******* would reach out to reschedule due to the holidays. In December, ****** with M9 took the initiative to reach out and was told by Mr. ******* that he would discuss with his wife the repair. At this point, Mr. ******* and ****** with M9 stopped contact. On February 5th, We performed an audit with M9 Home Repair and we mutually agreed that due to the age and lack of follow-up with this claim, the customer did not wish to pursue repair and the claim was closed.
  
   I was told that if their vendor couldnt repair it to our satisfaction, that we could find another vendor to do so. The vendor, a handyman who specializes in firearms cleaning, and bedbug mitigation, said he could glue the mirror back together but that he couldnt restore it to its prior state. He would use wood filler to cover the repair, which wouldnt blend with the Mahogany finish. We opted to find a furniture repair vendor to complete the repair properly.
  
  Customers may pursue their own selection of vendor and we have a firm procedure in place for that, one which does not offer an unlimited time frame to pursue that option. Mr. ******* reached out to us on February 18th regarding an interest in re-opening his claim. We considered our circumstances and due to the turnover issue in our claims department, agreed to proceed with the claims process, even though our policy is firmly to resolve claims within a set time structure that usually does not stretch out further than 9 days from the date of the move. We were not obligated to pursue this claim with Mr. ******* as he could have informed M9 Home Repair in November or December that he was unsatisfied with the service offered and would be pursuing his own vendor. At that time, we would have told him the same thing; That he has a right to choose his own vendor but our policy is that we compensate to the amount our vendor estimates a repair to cost, and that this vendor must provide a quote for the repair in a timely manner.
  
  Antique Treasures Restoration Studio in ********* is completing the repair to return the mirror to its prior state for $480. Today, Two Men and a Truck Centennial informed me that they would reimburse me only $300, the cost charged by their vendor for his incomplete repair.
  
  We are not obligated to return a piece to its like-new or exact prior state when repair is selected over declared value. ****** is offered at the customers request, wherein we link a customer up with one of our trusted and proven repair vendors. Mr. ******* did not find ****** with M9 Home Repairs to offer a suitable repair and it is in Mr. ******** right to pursue a specialty vendor for his antique item, in order to prevent the possibility of an upcharge or an out of scope repair it is Two Men and a Trucks position to default to the fair appraisals of specific trusted vendors. We believe that M9 Home Repair would have crafted a suitable repair as he has with many of our previous and future customers. Mr. ******* disagreed, and thus is subject to the same policies as our other customers who pursue their own vendors.
  
   I contacted *** ************, Claims Manager, asking to be fully reimbursed for the repairs, explaining that a $300 repair would not have returned the mirror to its prior state. *** refused and would not transfer me to speak with her manager.
  
  Thrice, Mr. ******* contacted our business when we informed him that he had a great deal of allowances made for him in processing this claim and it was critical that we realign him with our established procedures so as to eliminate further confusion. He was informed that *** ************ is the Claims manager and has the final say on claim resolution. His concern with *** was taken seriously and reviewed by upper management, whom found no fault with how the calls were handled. Mr. ******* resorted to cursing at *** during one of the calls.
  
  I would like the Better Business Bureaus help to be made whole and reimbursed for the full $480. To assist you, Ive attached the damage report from Two Men and a Truck, an email chain from my correspondence with ***, and the invoice from Antique Treasures Restoration Studio.
  
  Two Men and a Truck is not obligated to make Mr. ******* whole or reimburse Mr. ******* for the full requested amount of $480. A reimbursement of $300 was mailed out in good faith despite Mr. ******** lack of follow-up when Two Men and a Truck Denver and TMAAT Denvers trusted vendor both pursued the timely resolution of this claim.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23004085
  
  Having reviewed the response from the business, I am rejecting their response and would like further assistance from the Better Business Bureau in recovering the full money owed to me.
  
  As Two Men and a Truck outlined in their response, I purchased protection against damages for up to $10,000 of declared value. Per my ************** Agreement, Two Men and a Truck had monetary liability for my belongings while under their custody and control. As a result, Im entitled to be reimbursed for the services required to restore the damaged furniture to its prior state.
  
  The cost of this repair, performed by a qualified repair man, is $480.
  
  Its erroneous to say that the repair cost was $300, or that their selected vendor would have crafted a suitable repair. First, their vendor isnt qualified to do this work. Hes a handyman whose self-proclaimed skills (per ****************************)are **** furniture assembly, trim and drywall repair, firearm cleaning and bed bug mitigation. Nowhere does it state that M9 offers furniture repair and certainly not antique furniture repair.
  

  Because he wasnt qualified to do the work, their vendor admitted that he was incapable of restoring the piece to its prior state. He offered that he could only attempt to glue the pieces back together, using mismatched wood-filler to patch over the mahogany finish and changing the appearance of the piece. Two Men and a Truck cannot reasonably suggest that a patch job by their unskilled vendor constitutes a suitable repair when a qualified vendor could restore the piece to its prior state at a reasonable price.
  
  If Two Men and a Truck had any intention of handing my claim with integrity, they would have provided a qualified vendor for the repair.Their admission that they closed my claim without contacting me to confirm their assumption that I did not wish to pursue repair is further evidence of their intent to escape this situation without taking actual accountability for the damages.
  
  Also, any frustrations regarding the length of time it took for me to find a suitable vendor and complete the claim are irrelevant. At no point was I informed that there was a set time structure for finding a qualified vendor and closing the claim. There are no deadlines for completion of repair in my contract with Two Men and a Truck. I fulfilled all stated obligations for filing the claim within 96 hours. Had Two Men and a Truck provided a qualified repair vendor from the start, this claim would have all been completed far sooner. Instead, I had to assume all burden for completing the repair.
  
  Two Men and Trucks handling of my claim was inadequate at best and unethical at worst. It falls disappointingly short of any reasonable expectation for how a business should interact with their client. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/25/2025

  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.

  I am writing to formally lodge a complaint regarding the move carried out by Two Men & A Truck moving company (Denver franchise) in *********, ** on August 10. Their moves caused damage to my property and they handled my complaint poorly, to the point where I was treated with notable disrespect. I spoke with my contact at the *** branch, who reached out to the Denver office. At that time, he had said that the ** would contact me regarding the incidents. I never heard from the **, nor did I ever receive any responses from emails sent to the company on 8/20, 8/25, 9/3 in addition to multiple phone calls.Incident:The movers packed an entire box of items I specifically told them not to move, causing us to waste time unpacking it. This haste led to a $100+ vase breaking because it was not properly packed (again, I paid them to pack it), which I was never reimbursed for. During the final walkthrough, they also forgot to pack a cabinet of glasses, which we had to hurriedly pack, causing a bowl to break. Most notably, one mover spilled bleach on the carpet, leaving a visible stain. He acknowledged handling bleach but covered the stain with a bag, which I only noticed after the movers left. I sent a photo of the stain to the head mover less than an hour later, but received no response.Follow-Up Actions:I filed a claim, but the response was delayed and inadequate. The claims representative took over a week to respond, focusing on the broken bowl rather than the carpet damage. When she did respond, she claimed she overlooked the carpet photos and dismissed my claim, citing the ************** Agreement without acknowledging the movers' violation of company policy by transporting bleach. Despite multiple attempts to discuss this, the **** was so rude, dismissive, and even hung up on me. I left voicemails for her and HR, but received no follow-up. This has been the worst customer service experience Ive ever had. I would like a response from the company/repair resolution.

  Business Response

  Date: 01/27/2025

  Answered in attachment.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22856612
  
  I am rejecting this response because it is not a factual account of what transpired and I encourage the BBB to read what I have written as the **** acknowledges that the bleach was hidden. I have attached a response in red bold lettering. We should be able to come to some middle ground / resolution here, all things considered.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:11/27/2024

  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.

  I hired Two Men and a Truck for a move from my old address of *********************************************************************************************************. I initially sought to hire three movers to navigate the move, but on the day of the move was informed only two movers would be provided. Those movers damaged several items over the course of the move and lost or misplaced the hardware necessary to construct several items of furniture. After the move I have attempted to contact the company's headquarters multiple times, leaving messages with their claims department, hr department, and with the dispatcher and location that coordinated the move, none of those calls have been returned, the one person who answered my call directed me to email him and ensured me he would follow up with the moving crew and get back to me as soon as possible, which he has not. The company detailed a 96 hour window where I can report issues, which expires on Wednesday, November 27th, the day I am filing this complaint. Their lack of responsiveness is deeply concerning given that deadline and the fact that their loss and damaging of my items has made it impossible to reasonably assess additional damage and losses, hence my complaint.

  Business Response

  Date: 12/13/2024

  Customers Statement of the Problem: (our response in bold)
  I hired Two Men and a Truck for a move from my old address of *********************************************************************************************************. This is accurate. 
  I initially sought to hire three movers to navigate the move, but on the day of the move was informed only two movers would be provided. This is accurate, there are times when attendance dictates staffing, however we were able to get two additional movers to the site later into the move.
  
  Those movers damaged several items over the course of the move and lost or misplaced the hardware necessary to construct several items of furniture.  It is unfortunate and we do our best to prevent it, but damages can occur, which is why we have a claims process, which we were in the process of engaging with the customer until the customer derailed the process by contacting uninvolved participants and disputing the amount of their payment.
  
  After the move I have attempted to contact the company's headquarters multiple times, leaving messages with their claims department, hr department, and with the dispatcher and location that coordinated the move, none of those calls have been returned, the one person who answered my call directed me to email him and ensured me he would follow up with the moving crew and get back to me as soon as possible, which he has not. Similarly to above; many of those calls would not have been returned as they are not involved with the claims process, the net result of which furthered the customer claim in no way.
  
  *********** detailed a 96 hour window where I can report issues, which expires on Wednesday, November 27th, the day I am filing this complaint. We do have a 96 hour window within which the customer can report their damages. Which the customer apparently has done.
  
  Their lack of responsiveness is deeply concerning given that deadline and the fact that their loss and damaging of my items has made it impossible to reasonably assess additional damage and losses, hence my complaint.  I fail to understand the circular reasoning of how loss and damage prevents the customer from assessing additional damages and losses. Any item does not become more or less damaged because another item is damaged or not.
  

• Initial Complaint

  Date:08/29/2024

  Type:Order 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.

  While moving my belongings to my new Apt.:2 clasps holding cabinet doors were *************** bed damaged, cost $200 to repair.3 two-inch holes were ripped into my flooring.Lid ripped off antique oak cedar chest, 1 inch deep gash in side.6 ****** lead ******* champaign flutes missing,$22ea.Six others made it to apt. Lady liberty silver dollar missing valued $700-$2300, 1 Eisenhower dollar coin found on floor in apt, other two still in folded envelope where all 4 had been.Refused to return phone calls or respond to email, "I don't know who you are," was the response to email. No response to written letter.Unable to get copy of contract from internet/email. Supposedly it disappears after 5 days. Not convenient when there is no internet and computer is still in box. No paper copy ever used or issued, which would have been read carefully and signed in appropriate places. Shoved tablet in front of me and said sign. Large signing block blocked what was signing. Approx 1 month later received a check for $24.00 and letter stating cased closed.Several months later I was emailed a piece of the contract I never saw, stating I signed away my rights to be fully reimbursed. I NEVER knowingly signed away my rights. This was either cut and pasted to that portion of the contract or it was part of the signing block that was unreadable.

  Business Response

  Date: 08/30/2024

  (Our responses to the specific customer complaints are in bold)
  
  Customers Statement of the Problem:
  While moving my belongings to my new Apt.: 2 clasps holding cabinet doors were broken.
  This is unfortunately true.  While our crews do their best to protect the goods of customers, moving is a contact sport and occasionally damages will occur.  The customer was paid compensation for the damage according to the level of coverage that the customer selected.
  Hospital bed damaged, cost $200 to repair.
  Possibly true, although because the bed was already disassembled when we arrived it was necessary for the customer to sign a Release of Liability on electronics as we could not guarantee the safety of the item.
  
  
  3 two-inch holes were ripped into my flooring.
  This is unfortunately true.  We were perfectly willing to work with the customer to repair the damage, but the customer refused to send us any information on the floor damage, therefore the claim was closed due to lack of customer response.
  
  Lid ripped off antique oak cedar chest, 1 inch deep gash in side.
  This was never reported as a damage by the customer, so we have no action on it.
  
   6 ****** lead ******* champaign flutes missing,$22ea.Six others made it to apt.
  This was never reported as a damage by the customer, so we have no action on it.
  
  
  Lady liberty silver dollar missing valued $700-$2300, 1 Eisenhower dollar coin found on floor in apt, other two still in folded envelope where all 4 had been.
  As per the signed contract, Two Men and a Truck will assume no liability should items we are legally prohibited from moving fall under our care without our knowledge. Items customers are required to move on their own: lose cash and coinsor other items of extreme value.  This was never reported as a damage, so we have no action in it, and if true, is a criminal case which should have been reported to law enforcement, with whom we would then co-operate fully.
  Refused to return phone calls or respond to email, "I don't know who you are," was the response to email.
  Customer threatened us with legal action and was informed at the time that company policy required an immediate cessation of all communication once legal action has been threatened.
  
  No response to written letter.
  Customer threatened us with legal action and was informed at the time that company policy required an immediate cessation of all communication once legal action has been threatened.
  
   Unable to get copy of contract from internet/email. Supposedly it disappears after 5 days. Not convenient when there is no internet and computer is still in box.
  It is not unusual for a link to a document to expire.  We cannot be responsible for the customers technological habits or acumen.
  
  No paper copy ever used or issued, which would have been read carefully and signed in appropriate places.
  We do not use hard copy, all of our documents are digital.
  
  Shoved tablet in front of me and said sign. Large signing block blocked what was signing.
  It is necessary and normal process for customers to sign several digital documents at different times before, during or after the move.
  
  Approx 1 month later received a check for $24.00 and letter stating cased closed.
  Based on the information the customer provided to the weight of their item (40 lbs.) and the valuation the customer selected at $.60 per pound, the claims value of the damaged item was $24.00 ($.6*40 lbs.).
  
  
  Several months later I was emailed a piece of the contract I never saw, stating I signed away my rights to be fully reimbursed. I NEVER knowingly signed away my rights.
  Yes, the customer did in fact sign to elect that they did not desire full valuation coverage for her goods and that she accepted the basic minimum liability coverage at $.60 per pound.
  
  This was either cut and pasted to that portion of the contract or it was part of the signing block that was unreadable.
  Suggesting that our firm would either forge or manipulate a binding contract is a libelous offense.  Unless we are offered the opportunity to defend ourselves in court, I would ask that you strike this from the complaint.  We conduct our business affairs to the standards of state an local laws and regulations, defensible corporate policy and professional integrity.
  
  
  
  Customer has already attempted to defraud our firm by disputing the legitimate credit card charge ($1815.00) for services rendered in full.  This attempt at theft of service was unsuccessful,and the payment was determined to be deserved as payment in full for services rendered.  The presence of any damage does not relieve the customer from their obligation to pay for service under the signed contract.
  
  Customers current ******************** dispute now elevates the customer disputed amount to $3304.48, very near double the original claim she filed.  The mysterious expansion of the desired claim combined with the customers proven and defeated history of theft of service with our firm, the customers inability or unwillingness to provide any evidence or documentation on parts of the damage claim and the harassing nature of the customers complaints to our local office, our corporate office, the credit card processor, *************, the Colorado Attorney General and the BBB makes me believe that this is nothing more than a fraudulent money grab.
  
  
  
  
  

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22217098
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 09/24/2024

  As of this point, the customer has made their argument with their initial BBB claim, and we have answered every point thoroughly.  There is no new information brought up in the customers second complaint.  The only thing that is being achieved now is she is either re-stating questions that have been asked and answered, or accusing us of deceit, neither of which is productive in any way.  We are willing to address the issues, we are not willing to engage in an unproductive you-said, they-saidexchange. 
  
  If the customer cannot be satisfied by the facts in our response, there is no satisfaction that I can offer her.

  Customer Answer

  Date: 10/18/2024

  please see attached response

• Initial Complaint

  Date:08/23/2024

  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.

  On August 2, two men in a truck came on site of my old home to begin a moving process for me. The paperwork has been sent but had not been signed by me. I had informed my fiance to be on site to oversee the move. The movers arrived at 8:51 AM. They pulled up to the house. They had three movers, two of them attempting to park the vehicle while one of them was very pushy attempting to get my fianc to sign paperwork as soon as possible. I had not asked or authorized her to sign anything. She had recently gotten into a car accident and had a headache, and she does not have dominion over the English language, and all paperwork was given in English. The representative actively discouraged her from upgrading from the basic insurance. The gentleman kept saying to her you dont need that you dont need that were gonna take care of your stuff. During the move, they dropped a freezer that cost $3997. They told my fianc that it was fine. It was fine and then instead of putting it in the patio as she instructed them to they left it in the alleyway outside of my property. They insisted she pay $928.75 for 3.25 hours of work even though they only worked 2.75. Meanwhile leaving a bunch of furniture in my front yard, scratching my floors, and leaving me a broken freezer which was left outside, which was damaged by the rain that same day because of the newly exposed wires after the fall. The claims adjuster from the company told me that the movers had not filed an incident report and tried to sweep it under the rug. They informed me that they would only pay $.60 per pound of the item. I informed them that I had put my fianc to Oversee the move, but I had not made her legal representative to sign any paperwork, and I had intended to sign the paperwork that was sent to me via email. She was indifferent to our plight And continue to insist that I authorized her to sign on my behalf and then she hung up on me Lawyer. Worst customer service and example of nefarious business ever.

  Customer Answer

  Date: 09/03/2024

  I wanted to add to complaint ID: ********. While I chose to have my fiance, *****, oversee the move in my absence, I did not authorize her to sign legally binding documents on my behalf. Her limited proficiency in English made her unable to fully understand the documents presented, and the company made no effort to provide them in a language she could comprehend. The companys claim that ***** was my agent does not negate their responsibility to ensure that she understood what she was signing, especially under pressure from their representative, who insisted she sign quickly. Their dismissal of the language barrier suggests that any customer without mastery of the language that there company primarily operates runs the same risk. Many companies offer online signatures. This is why the things like Docusign exist. The companys response dismisses my fiances account of the mover actively discouraging her from selecting better insurance coverage. However, her report of the conversation is consistent with their own statement, which indicates it is rare for customers to choose the free coverage level. This contradiction highlights a deceptive practice where customers are pressured into inadequate insurance choices. The company states that their responsibility ended once the move was complete and the truck left. However, the movers failed to follow proper handling instructions for the freezer, leading to damage that occurred while it was still under their care. Additionally, they left the freezer in an inappropriate location (an alley) despite clear instructions from ***** to place it on the patio, further exposing it to damage from rain. The company claims to have worked from 8:45 AM to 12:00 PM, totaling 3.25 hours. However, the movers did not begin any actual moving until after 9:00 AM, and this includes time when they were only attempting to park. Thus, their claim of 3.25 hours is misleading, as it charges for time spent on tasks unrelated to moving our belongings. The companys assertion that they never sweep anything under the rug is contradicted by their failure to properly document the incident, as evidenced by their claims manager stating that no incident report had been filed. Furthermore, their termination of the call when I inquired about legal action demonstrates an unwillingness to resolve the issue amicably. The company admits that their basic insurance only compensates at a rate of $0.60 per pound, which is far below the actual value of the damaged freezer. This policy is buried in the fine print, misleading customers about the level of coverage they are receiving. It is unreasonable to expect customers to fully understand such limited protection without a clear, proactive explanation from the company.

  Business Response

  Date: 09/03/2024

  (Our responses to customer complaint in bold)
  
  On August 2, two men in a truck came on site of my old home to begin a moving process for me. The paperwork has been sent but had not been signed by me. I had informed my fiance to be on site to oversee the move.
  The customer always has the option of either being present for the move service or having an agent act in their stead. In this case, the customer chose to have his fiance act as the agent.  We didnt make that decision, the customer did.
  
  
  The movers arrived at 8:51 AM. They pulled up to the house.They had three movers, two of them attempting to park the vehicle while one of them was very pushy attempting to get my fianc to sign paperwork as soon as possible.
  Two people are required by safety standards to park a moving truck, one driver and one spotter.  Since this happened to be a three man crew, that allowed the third man to start the paperwork process with customers agent while the ********************** was still being parked in order to save time.  Pushy is a customer-added value judgement, as the customer was not there.  It is necessary to complete the move paperwork before move services can be started.
  
   I had not asked or authorized her to sign anything.
  Customer was informed in his booking call that someone must be present at all times.  By not being present at the move and having informed my fiance to be on site to oversee the move,customer de facto authorized her to act as customer agent.  If the customer didnt intend for his fiance to act as agent, then was the customers plan to defraud us by simply not signing any of the paperwork?
  
  She had recently gotten into a car accident and had a headache, and she does not have dominion over the English language, and all paperwork was given in English.
  The car accident and headache are immaterial to this issue.  If her command of the English language is insufficient, then it would seem that it was a poor choice on the customers part to designate her as customers agent.  The paperwork was given in English because that is the language of business in the **************
  
  The representative actively discouraged her from upgrading from the basic insurance. The gentleman kept saying to her you dont need that you dont need that were gonna take care of your stuff.
  Again, customer was not on site, so any dialogue attributed to our crew is hearsay.  Usually, we have to convince customers to take one of the greater coverage levels because they cost more.  It is very rare that a customer has to be convinced to elect the free coverage level that the customer selected.  Additionally as to the customers argument that the fiance was not empowered to make decisions, it would stand to reason that therefore the fiance was not empowered to elect additional charges.
  
  
  
  They told my fianc that it was fine. It was fine and then instead of putting it in the patio as she instructed them to they left it in the alleyway outside of my property. They insisted she pay $928.75 for 3.25 hours of work even though they only worked 2.75.
  Our crew started service at 0845 and ended service at 1200, the difference being 3.25 hours service provided.
  Meanwhile leaving a bunch of furniture in my front yard,scratching my floors, and leaving me a broken freezer which was left outside,which was damaged by the rain that same day because of the newly exposed wires after the fall.
  The crew put customer items where they were directed to.  ********* custody and control ends once the move is complete and the truck leaves. We have no control or responsibility of weather following the completion of the move.
  
  
  The claims adjuster from the company told me that the movers had not filed an incident report and tried to sweep it under the rug.
  That is a fabrication on the customers part, and not what our Claims Manager said at all.  We never sweep anything under the rug, we handle claims according to the valuation selected by the customer. Thats why we have a Claims Manager.
  They informed me that they would only pay $.60 per pound of the item.
  This is accurate based on the damage coverage the customer selected.  We cannot alter the terms of any contract to benefit either party.
  
  I informed them that I had put my fianc to Oversee the move, but I had not made her legal representative to sign any paperwork, and I had intended to sign the paperwork that was sent to me via email.   
  Asked and answered. Customers intent to sign paperwork via email is immaterial as we do not offer a sign via email option for the paperwork.
  She was indifferent to our plight And continue to insist that I authorized her to sign on my behalf and then she hung up on me Lawyer.Worst customer service and example of nefarious business ever.
  Another customer-added value judgement. Our Claims Manager was not indifferent to their plight.  Our Claims Manager handled the damage claim within the valuation options the customers agent selected.  The customer threatened us with legal action,which required us to inform the customer that we have to terminate the call once legal action is threatened.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22160241
  
  I am rejecting this response because:
  The company is quick to point fingers and absolve themselves of any responsibility by implying that it is all my fault, and I made poor decisions. If that is the case, then they did a terrible job of making sure that I was fully informed. Also, I am capable of finding numerous complaints online on multiple websites in which customers are complaining of the same thing I did and had similar experiences that I did. Most of it includes negligent, reckless behavior with customers complaining they had a poor explanation as to what the basic liability insurance actually covered and ultimately movers causing destruction of many valuable items with the company offering a disrespectful amount to compensate for their loss. I would suggest the company strongly observe their own business practices because it is very unlikely that all of these customers are morons. If it happens once its coincidence if it happens twice, its a pattern.
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/04/2024

  The adjuster told me herself that they never get clarifying questions about their insurance so it suggests the language
  is constantly obscure, and the company has made no effort to simplify the language so that customers understand what they are agreeing to.
  
  I intended to paste several examples of customers who endure the same thing in my response, but it was sent prematurely before I was able to do so please I asked that you add this to my response as well as the pictures I am submitting.
  

  
  

• Initial Complaint

  Date:05/29/2023

  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.

  Description of Problem:Date of Transaction 5/22/23 The amount of money I paid the business: $1,595.00 Business is not committed to repairing the damage to my real and personal property.The nature of dispute: repair of real and personal property.The business has not tried to resolve the damage to all of my property.

  Business Response

  Date: 05/30/2023

  Our response is in bold.
  
  Two Men and a Truck Complaint:
  
  Description of Problem:
  Date of Transaction 5/22/23
  The amount of money I paid the business: $1,595.00
  Business is not committed to repairing the damage to my real and personal property.
  The nature of dispute: repair of real and personal property.
  The business has not tried to resolve the damage to all of my property.
  
  Your offer is unacceptable to me. If you are reputable moving company then I expect you to repair the damages to walls, reduce the moving costs, or pay for the repair.
  We are a reputable moving company.  We are held to the documentation signed by the customer at the move and cannot alter the signed conditions to benefit either party. The customer released us of liability of the walls due to the conditions of the move.  We are not going to reduce the moving cost,as the move services were performed in full. We will not pay for a repair as the customer released us of liability of the walls due to the conditions of the move.   
  
  Your team was not officially trained for the move.
  This is untrue.  All of our crewmen must satisfactorily complete our training process and period.
  
  The moving team struggled to move several standard items into rooms which ended costing me more money.
  This move was scheduled from 3.5 to 6.5 hours.  The move was completed within that estimate.
  
  Send me the official paperwork to file a claim for the damage to my real and personal property. I will be including damage to my new home. The moving company is responsible for all damage done to my home including holes in drywall and walls.
  This is not entirely accurate.  We are responsible for certain damages, for which we will provide a claim settlement based on the coverage selections the customer chose.
  
  I am not satisfied that you are not including the damage to the walls and drywall.
  Unfortunately, customer signed the Release of Liability on the walls and drywall,releasing ** of the liability for damages due to the conditions of the move.
  
  There were multiple damages both to personal items and real property. The driver provided you with adequate pictures for the damaged property. The movers only moved my large furniture and no boxes that I packed myself. Please assign a claims adjuster to investigate my complaint within a week.
  All damage claims are assigned to our ***************** and will be resolved in accordance with the coverage selections the customer made.
  
  I am extremely disappointed in the carelessness, recklessness and training of your movers. I plan on filing a complaint with the Better Business Bureau.
  

  Customer Answer

  Date: 06/05/2023

  Date of transaction: 5/23/23 Amount of money paid $1,595.00 What Business was committed to provide you: Move my furniture without any damage. What is the nature of the dispute: The business damaged several pieces of personal property; damage to drywall, walls and banisters. Whether or not the Business has tried to resolve the problem: The business is not willing to reimburse me for all the damage they caused. Nature

  Customer Answer

  Date: 06/06/2023

  I am rejecting this response because: The release of liability form does not release liability for damages to walls.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/06/2023

  (Our responses in bold)
  Date of transaction: 5/23/23 Amount of money paid $1,595.00
  Customer had a mover service scheduled on 23 MAY 2023.  Customer was scheduled for move services estimated based on the customers information, to take between 3.5 to 6.5 hours.  His move took 6.5 hours.  According to the terms of the customer signed contract the hourly rate was $220.00 per hour for a three man crew.
  
  6.5 hours x $220 = $1430
  Dispatch Fee        = $165
  TOTAL                     = $1595
  The charge for moving services was in keeping with the customer requirements of time and service.
  
  What Business was committed to provide you: Move my furniture without any damage.
  There is no contractual obligation to move without damages.  Of course we do our best to prevent any damages but the contract specifically states:
  Although our movers will be s careful as possible, from time to time damages may occur.
  
  What is the nature of the dispute: The business damaged several pieces of personal property; damage to drywall, walls and banisters.
  Regarding the damages, the customer signed a Release of Liability for the damaged items, releasing us of the liability for the items specifically indicated on the ***.  The *** specifically states:
  Customer or customers agent, hereby acknowledges having been advised of the following risk or harm for activities requested by or for the customer.
  The customer requested that the movers move items that were in a condition that the movers could not assure they could be moved without further damage through no fault of their own (specifically the credenza) and moving items through an area they could not assure safe passage through (stairways).  ******** presented the hazards to the customer and the customer released the crew of liability for those items and areas.
  The business is not willing to reimburse me for all the damage they caused.
  The business is not willing to reimburse the customer for the items that the customer released liability on.  The business is willing to reimburse the customer for any damages outside of the items on the ***, but the customer has yet to provide us with any documentation on any additional damages.

  Business Response

  Date: 06/12/2023

  Customer claims that Release of Liability does not include the walls.  The attached Release of Liability clearly indicates "Stairs and surrounding area by stairs in new home".  Our interpretation of surrounding area includes the walls.

• Initial Complaint

  Date:03/27/2023

  Type:Sales and Advertising 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.

  Company completed job on Feb 11th, the team lead was not fully trained per his own words. The moving team struggled to move several standard sized items out of rooms which ended up costing me hours of my time for them to figure out how to maneuver the items out (after failing to listen to my recommendations the first time, they team came back to me an hour later and asked me). The team lead also had to call his management several times to ask how to complete basic paperwork, also while on the clock. There were multiple damages both to personal items and properties. I worked with a rep on their damages team and got those taken care of but now have waited more than 30 BUSINESS DAYS to get a call back from someone about the time that was wasted that I had to pay for.

  Business Response

  Date: 03/28/2023

  The team lead had completed our training schedule and had been employed and performing moves as a team lead for a month prior to the customer move. The customer report of the crews struggling is possible, moving is hard.  The damages to personal items and property has already been addressed through our Claims Manager who covered them according to the level of protection selected by the customer.  Move was estimated between 2-5 hours and completed in 4, within the estimate.  Customer has already had her opportunity to speak to management.  Customer has provided a negative review of her experiences to our corporate office and submitted a complaint to the BBB, all of which are within her right.  Customer is contentious and simply seeking a payoff, which we shall not countenance.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19858587
  
  I am rejecting this response because:

  I have not had the opportunity to speak to management as they have failed to call me back after probably a dozen attempts of me reaching out. There is nothing contentious about a paying customer wanting to be compensated after paying professional pricing for a service and not receiving professional quality work. The team lead clearly stated that he was not done training, and if he was then he was not trained properly.

  Sincerely,
  
  *****************************

  Business Response

  Date: 04/06/2023

  We have already responded to this complaint and these issues.  We are just going back and forth to no further effect.

  Business Response

  Date: 04/24/2023

  Customer was issued a check for her damages on 1 MAR 2023.  Settlement reads: "Your allowance of repairs represents your acceptance of and final resolution for all claims and complaints against TMAAAT Denver Metro LLC."  Check was cashed on 10 MAR 2023.  Claim was paid, complaint addressed and we consider the issue resolved.

• Initial Complaint

  Date:02/15/2023

  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 hired two men and a truck for a local move on 2.2.22. The two men moving my items got into a verbal altercation and a physical fight in my home. During their tension, they damaged property in my home. A manager from Two Men and a Truck came and did a damage report on the items that had been moved into the home. There were still half of the items in the truck. Some of them were damaged as well. I tried to call customer care on Monday to report the other damages. I called three times and even called corporate because customer care would not call me back. The woman lied and said that she did call me back which is false. So, I could not report the other damage. When she finally called, after corporate talked to her, she said they won't fix the other damages because I did not report it on time. I tried to but they never called me back. I asked her if I needed a lawyer and she proceeded to say that since I mentioned a lawyer she needs to hang up. She hung up on me and then also on my brother. They will not speak to us and they owe us money. I have a damage report done by a manager.

  Business Response

  Date: 03/03/2023

  Regarding Ms. ***** desired settlement.

  Additional documentation is attached. 

  
  Damages to the home were fixed, and .60 per pound per article per the valuation that ************ selected was distributed. See page 2. *********** is demanding that Two Men and a Truck alter a legally binding contract to her benefit. Two Men and a Truck would not alter a legally binding contract to its benefit, nor will we do so for that of ************.
  ************ was not charged for any of her move which was completed. As documented by the final invoice signed on the 2nd. See pages 3, 4, and 5.
  ************ is asking monetary compensation for items that Two Men and a Truck was released of liability from by ************ prior to the incident and therefore is not entitled to any form of compensation. See page 6. 
  As ************ was never a paying customer Two Men and a ********************** was never obligated to either repair the damage to her home or property. As shown on the ************** Agreement, the last sentence under Damage Claims,see page 2. Two Men and a Truck did in fact repair the damage to her home and compensate for damage to her property out of good faith.
  
  Regarding Ms. ***** allegations about Two Men and a Trucks communication with her.
  
  Two Men and a Truck has two recorded phone calls on the 3rd.One confirming that her move was completed. The second confirming that we would repair any damages that were reported within 96 hours to the home and property,see page 7. ************ did call us on the 6th, and we did return her call on the 7th. See page 7. 
  On the 9th ************ begins to dispute the resolution and then threatened legal action, it is Two Men and a Truck policy to cease all communication with an individual at that point. A resolution to which Two Mena and a Truck was not obligated to do anything for as she has never paid for any services rendered and therefore is not a customer. See page 2, final sentence under Damage Claims. As ************ was attempting to add additional items to claim well after the 96 hours agreed to by ************* those additional claims would not be honored. See page 2.

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19411723
  
  I am rejecting this response because: they have completely lied. I am in no way asking them to alter a binding agreement. I signed nothing stating that furniture damaged during a physical fight would not be fixed. The furniture damaged was due to a physical fight that the movers damaged.  They are lying about calling me back. I called within the allotted time and told them I had damage to report due to the physical fight. I actually called three times and even called their national office. My brother even called. They made sure to not call me back until a time when I could no longer report the damage. They are extremely deceptive. Ask them to supply their phone logs.  That will prove they lied and I called within the allotted time to report damage. Also, I never threatened legal action I simply asked if I need a a lawyer to help solve this and then they hung up on me. 
  The bottom line is they are lying. Two men fought in my home and outside my home and damaged furniture. I had to call corporate to get them to finally call me back   But, they purposely waited until after I could report damage. Their response is similar to other responders. They just lie. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/09/2023

  We have addressed the issues here previously. The customer was not charged for moving services.  The reported damages were treated as per the terms of the contract.   We repaired the drywall.  We paid damages on the coffee table, dresser and glass hutch.  Customer cashed the damages check "representing (your) acceptance of and final resolution for all claims and complaints against TMAAT Denver Metro LLC"
  
  At this point, we feel that we cannot communicate with the customer because of their hostility and threats, and the customer simply accuses us of lying when she gets an answer she doesn't like, it is just mudslinging that generates no benefit for either side.  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19411723
  
  I am rejecting this response because: I have never been hostile in my life. The only hostility has come from Two Men and a Truck. 
  
  I have been professional and kind. They will obviously not accept their fault or admit to their lies. This is a common theme in their responses to customers. It is very unfortunate that they feel they can treat people this way. In every response I read, they blame the customer.  I had two men from Two Men and a Truck get in a physical fight and damage extra furniture and they wont take responsibility for that!  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/03/2023

  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 hired the local (Denver, ** franchise) of Two Men and a Truck to move. When we got close to our move date, a winter storm with sub-zero temperatures was forecast to come in. I called and asked to reschedule our date due to the weather. We were initially scheduled to move on December 22nd @ 1pm. I called in on Monday, December 19th @ 9am. I was told by ****** (supervisor) that their policy is 72 hours notice (which is was) or they would charge a $165 change fee. ****** finally agreed to waive the fee only after I asked if their crews were trained and equipped to operate in sub-zero temperatures per OSHA guidelines. He then told me I cannot change again. On the day of the move, the sales order said the movers would show up around 12:45pm. They did not show until 4:30pm. They did call around 2:45pm to let me know they were running late. It was clear that both movers were a bit tired from the earlier move, that ran late. They initially were very nice and talkative, but about 90 minutes into the move, they started arguing with each other, making things awkward. They were not working as a team and dropping our stuff when trying to load it. This continued when we arrived at our new place. They did not talk to each other or help each other out, which caused them to drop big items and damage them. I even had to help with some of the big items because they were not working as a team. When we asked them about what to do with the damaged couch that they dropped on the front porch, they basically said nothing. There was one large item (TV stand) left when they had me sign the paperwork and pay. They said they have 1 more item to bring in and they were done. ***************************************************** their truck. They left the last item outside on the curb, partially in the snow. My wife and I moved it inside. This was not a professional move. They damaged items, including dragging various items up the stairs. Two Men and a Truck did not fulfil their contract.

  Business Response

  Date: 01/13/2023

  Our responses in bold.
  I hired the local (Denver,CO franchise) of Two Men and a Truck to move. When we got close to our move date, a winter storm with sub-zero temperatures was forecast to come in. I called and asked to reschedule our date due to the weather. We were initially scheduled to move on December 22nd @ 1pm. I called in on Monday, December 19th @ 9am. I was told by ****** (supervisor) that their policy is 72 hours notice (which is was)
  This is untrue.  Customer Reserved move services for 22 DEC 2022.  In accordance with the cancellation/rescheduling policy communicated to the customer in both their booking call and the Pre Move Letter sent to the customer and signed by the customer, we require 72 hours notice of cancellation or reschedule or a fee shall apply.  The deadline for a cancellation or reschedule without a fee would have been **** Friday 16 DEC 2022. 
  or they would charge a $165 change fee. ****** finally agreed to waive the fee only after I asked if their crews were trained and equipped to operate in sub-zero temperatures per OSHA guidelines.
  This is untrue.  The customer did ask if the crews were trained to operate in sub zero temperatures per OSHA guidelines.  This is a wholly nonsensical statement as OSH does not have a specific guideline for working in cold environments.   The customer literally has no idea what he is talking about, and as such we did not waive the cancellation fee due to this question, but as a customer service gesture that we made to all of our customers that day for the weather.
  He then told me I cannot change again. On the day of the move, the sales order said the movers would show up around 12:45pm.
  This is untrue.  The Pre-Move Letter, that the customer signed, clearly shows the arrival time to be between **** and 1750.
  They did not show until 4:30pm.
  Within the original arrival window.
  They did call around 2:45pm to let me know they were running late. It was clear that both movers were a bit tired from the earlier move, that ran late. They initially were very nice and talkative, but about 90 minutes into the move, they started arguing with each other, making things awkward. They were not working as a team and dropping our stuff when trying to load it. This continued when we arrived at our new place.They did not talk to each other or help each other out, which caused them to drop big items and damage them.
  The observations are largely irrelevant, the services were performed.  How chatty the crew may or may not be is immaterial. 
  I even had to help with some of the big items because they were not working as a team.
  This was the customers option.  We cannot stop someone from moving their own possessions.
  When we asked them about what to do with the damaged couch that they dropped on the front porch, they basically said nothing.
  I would be very interested to have evidence of this as it is neither our process nor how we train our crew.
  
  There was one large item (TV stand) left when they had me sign the paperwork and pay. They said they have 1 more item to bring in and they were done. ***************************************************** their truck. They left the last item outside on the curb,partially in the snow. My wife and I moved it inside.
  This is accurate.  ******** did make a mistake and leave this item outside.  We offered half of the Dispatch Fee ($82.50) to the customer for having to move one item.  The customer refused the refund, preferring to dispute the entire claim with their credit card, thereby robbing us and the crew of payment for service rendered.
  This was not a professional move.
  
  We will have to agree to disagree here.  The customer claims it was not a professional move.  I do not know how much professional moving experience the customer has.  I do know how much professional moving experience we have.  This crew in particular has a combined **** hours of moving experience as of 22 DEC 2022. 
  They damaged items,including dragging various items up the stairs.
  Items may have been damaged.  Damages can happen in any move,and that is why we have valuation and a claims process which the customer elected not to employ, preferring instead to commit theft of service.
  Two Men and a Truck did not fulfil their contract.
  This is untrue.  We were contracted to perform moving services on a particular date, at a particular time, at a particular address for a certain compensation, all agreed to by both parties.  The contract was fulfilled, the customer was moved.  When the customer challenges the credit card charge as he has claimed, then the customer will be guilty of breach of contract as well as theft of service.  If the customer genuinely believes there to be a failure to perform, then that is a matter for the courts to decide, not the BBB or a credit card processor.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18672645
  
  I am rejecting this response because: Two Men and a Truck has failed to recognize their own breach of service, and to act as a professional moving company. I've already run this by an attorney and will be happy to meet them in small claims court. 

   

  As a note, I've also talked with their corporate office, who wants nothing to do with this franchise owner. There appears to be no integrity at all with this company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/13/2022

  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.

  The movers provided by the company seemed like they were intoxicated at certain points and moved so slowly that the estimate was drastically increased. I was originally quoted 2.5-5.5 hours and they billed me for 9 hours. They broke my entire bed and my $1000 monitor. I can access security footage showing their lack of professionalism, if necessary... one of the movers was using his wheeled cart to "slide" down the incline in the parking garage, wasting precious time and creating a safety hazard for himself and others. When I refused to sign any documents after the move was complete and asked to speak with a manager, they told me that if I didn't pay them right then, they would come into my home and load all of my things back into their truck. They never allowed me to speak with anyone else with the company, just threatened my belongs if I didn't comply.The company now refuses to even speak with me until I hire an attorney, leaving me unable to resolve the issue quickly and affordably.

  Business Response

  Date: 12/14/2022

  Our counter argument and supporting documentation are attached.  Too large for this text box.

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18544929
  
  I am rejecting this response because:

  My responses to merchant comments are in bold. 
  
  
  The movers provided by the company seemed like they were intoxicated at certain points
  

  The crew were not intoxicated, and to say such without evidence is slander.
  

  You were not there and have no way of knowing whether he was intoxicated or not. I was on-site for 10 hours working with your crew, all day. At least one of them, if not both of them WAS NOT sober. His behavior is the only evidence I need to say that he was intoxicated and should not have been on the job. He walked very slowly, goofed around, was confused, couldnt understand basic instructions and was playing with his moving cart like a child. At one point, he forgot to even use his dolly and was moving items individual by hand, until I asked if he wouldnt mind using the dolly, so we could pick up the pace a bit he had forgotten about the dolly and just giggled about it.
  
  
  

   

  and moved so slowly that the estimate was drastically increased.  
  

  The estimate increased because there were more items than the customer originally communicated, which added time and therefore cost more.  There was a long walk between the truck and the building that the customer failed to communicate that added time and therefore cost more.  There were elevators that the customer failed to communicate that add time and therefore cost more 
  

  This is not true. I communicated exactly what was to be moved. In fact, your company was at my home 2 weeks prior to this move for a move items to my office and your movers at the time were made aware of exactly what was to be moved, both over the phone and in person.  There was NO walk between the truck and the building. The truck was able to park directly in a private freight area away from other cars and only a few feet away from the freight elevator. The movers had to go up one floor (to the second floor) and then move the items down a standard apartment hallway. The person responding here is either being disingenuous, or has been lied to by his or her employees. The company was made very aware of the fact that elevators were involved, because we rescheduled the move a few days beforehand to ensure that we would have access to the freight elevator. This was made abundantly clear many times. Upon the movers arrival, I did a walkthrough of all the items to be moved before signing the contract and they never said anything about needing to add more time.
  
  

  
  I was originally quoted 2.5-5.5 hours and they billed me for 9 hours. 
  

  Customer was originally estimated at ******* hours, we provide estimates, not quotes, and the estimate can change based on the conditions of the move.  Especially if the customer provides inaccurate information, like understating the amount of possessions or neglects details like parking availability and elevator access which are the customer responsibility.  
  

  Again, the movers had direct and private access to the buildings freight elevator with parking inside the unloading area a few feet away from the elevator. The reason for the move taking twice as long as estimated was because of the movers lack of professionalism, laziness and one of them appeared to be high on marijuana or something.
  
  

  
  They broke my entire bed and my $1000 monitor.
  

  Damages can occur in any move. There is a claims process in place to resolve customer damages. 
  

  While damages can occur during any move, it is the responsibility of the moving company to treat the items with care and correct any mistakes made. The moving company has done neither of these things.  The movers placed my monitor in the truck as the very last item and balanced it on top of other things. They neglected to secure it, so when they opened the back door of the truck, it fell out from about **** feet and was destroyed.  It was packed in its original manufacturing box, as required. The bed should have been disassembled before being moved, but the movers neglected to do this, and broke it while trying to move it through the hallway.  It wasnt standard damages, it was negligence that led to the total destruction of my property. The company refuses to speak with me to or proceed with the claims process. They have falsely accused me of threatening them with a lawsuit and will not speak with me until I hire an attorney, leaving me with no reasonable way to resolve the issue through them directly.
  
  
  

  I can access security footage showing their lack of professionalism, if necessary... one of the movers was using his wheeled cart to "slide" down the incline in the parking garage, wasting precious time and creating a safety hazard for himself and others.  
  

  I would be very interested to see any evidence of a lack of professionalism.  Because if true, I would wish to correct it. 
  

  Unfortunately, my leasing office will not release the footage to me unless I file a police report. The movers walked at ************** and again, at one point, one of them was using his moving cart to play in the garage and slide down the incline. He seemed to have no concern over the time he was wasting or the safety issue he was creating all this, after I had just told him that we had only 5 minutes left until the freight elevator would be locked for the evening and we still had things to unload.
  

  
  
  When I refused to sign any documents after the move was complete. 
  

  Customer admits to refusing to complete the move process.  If the customer elects to ignore the move process, all other processes, such as claims, suffers as well. 
  

  The mover forgot to ask me to sign an agreement to add more time to the estimate. Once the move was complete, after 10 hours of nonsense, he couldnt find his tablet. After spending 20 minutes walking around the building to help him locate it (he had set it down on a fire extinguisher in one of the hallways), he then asked me to sign a document agreeing to more time. I told him I wasnt signing any additional documents without speaking to management and he said that management had already gone home for the day, so I couldnt speak with anyone. I told him to have them call me to discuss before I would sign anything. He told me if I didnt pay him, he would take all of my things back into the truck. I had to split the payment on 2 different cards, because it was double what I was quoted. I wasnt ignoring the move process the movers are the ones who ignored the move process and neglected to have me sign the appropriate documents at the appropriate time.
  
  

  
  and asked to speak with a manager, they told me that if I didn't pay them right then, they would come into my home and load all of my things back into their truck. 
  
  I would be very interested to see the evidence of this, as it is not part of our move process.  Because if true, I would wish to correct it.
  

  I have a witness who can corroborate everything *** said here. She saw and heard the whole thing.
  

  
  
  They never allowed me to speak with anyone else with the company, just threatened my belongs if I didn't comply.
  

  I would be very interested to see the evidence of this, as it is not part of our move process.  Because if true, I would wish to correct it.
  

  I have a witness who can corroborate everything *** said here. She saw and heard the whole thing.
  
  
  The company now refuses to even speak with me until I hire an attorney, leaving me unable to resolve the issue quickly and affordably.  
  

  We have tried to work with the customer on their claim, but the customer refuses to speak with our claims department to give us the information needed to resolve their claim in accordance with the signed ****** Services Agreement.  Customer has repeatedly threatened us with legal action. Once legal action is mentioned, we are unable to continue the conversation.   
  

  This is 100% not true. An outright lie. I would be interested to hear how and when you tried to work with me on the claim. Did you offer to replace the items you broke? Did you offer to reimburse me for the time your movers wasted? What information have I refused to provide? You havent even asked me for any information. I have NOT "repeatedly threatened legal action and I have not refused to speak with your claims department. It is YOUR claims department that refuses to speak with ME. They have offered no help whatsoever and are now hiding behind the lie that I threatened them with legal action, which is just an excuse theyre using in the hopes that Ill just go away. 

   

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/10/2023

  The customer has made their position from their initial complaint, and we have made our argument from the original complaint.  At this point, as the customer believes our position to be dishonest and we have the recorded calls with the customer, so we believe the customers position to be dishonest, there is no further benefit to be gained here by re-arguing the same points when neither party feels they can trust the word of the other party.