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.

close

Find a Location

Two Men and A Truck - Denver has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Two Men and A Truck - Denver

  12520 Grant Dr Ste 300 Denver, CO 80241-2513

• 

  Two Men and A Truck - Denver

  520 Violet St Golden, CO 80401-6715

• 

  Two Men and A Truck - Denver

  1600 Jackson St Ste 250 Golden, CO 80401-1958

• 

  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:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel a move with two men and a truck because they were no longer needed. I spoke to ****** the account rep for ******************************* at **************. I needed to change my move date service. First, she states they're so swamped that she couldn't meet the obligation of a new reschedule date/time. I told her I would have to cancel. They immediately charge an egregious $300 to cancel the service. They provide a service. The service wasn't needed. In charging $300 that was basically charging me the move. A move that was cancelled because she could not meet my new reschedule date/time needed for themove that was taking place.

  Business Response

  Date: 12/14/2022

  Customer complaint with our reposnses in bold.
  
  I had to cancel a move with two men and a truck because they were no longer needed. I spoke to ****** the account rep for ******************************* at **************. I needed to change my move date service.  This is not entirely accurate.  The customer cancelled the reservation, not because it wasnt needed but because there was no availability on the day she decided to change the reservation to. 

  
  First, she states they're so swamped that she couldn't meet the obligation of a new reschedule date/time. This is correct.  The customer booked a reservation on a particular time and date.  When the customer called to change the time and date of their reservation, there was no availability on the date and time she wanted to change to.
  I told her I would have to cancel. This is the customers prerogative of course, but the customer is informed at the time of their reservation that if they alter their reservation within 72 hours of their original reservation time, either as a change or as a cancellation, that a rescheduleing or a cancellation fee will apply.
  They immediately charge an egregious $300 to cancel the service. The Cancellation Fee which is communicated both in the original reservation recorded call and the Pre Move Letter emailed to the customer
  
  From the Pre Move Letter sent to and signed by the customer:
  Cancellations We require 3 business days advance notice for a move cancellation or reschedule of your service. If     our team arrives and for any reason, you cannot move at the scheduled time, a penalty will apply. A cancellation fee is one hour of service at the daily rate plus the travel        charge. For rescheduling, you will be charged the travel charge of your move
  They provide a service. The service wasn't needed. In charging $300 that was basically charging me the move. We provided a reservation for a service.  We committed our resources to that customer for the time slot they asked for.  If the customer cancels within the 72 hours before their reservation, we cannot re-sell that appointment.  We should not have to take a loss for honouring the customers reservation in good faith and no fault of our own.  The Cancellation fee is the minimum one hour of service plus the travel charge for dispatching the truck,whereas her original move was scheduled between one and four hours.  So it is not basically charging her the move,it is the outlined charge for customer fault cancellation.
  A move that was cancelled because she could not meet my new reschedule date/time needed for the move that was taking place.  A move that the customer cancelled because the customer elected to change their reservation to a slot where a reservation was not available.  Neither the customers decision to alter their reservation nor the lack of availability are a result of vendor action.  The failure point is the customers action.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18562343
  
  I am rejecting this response because:

  
  It was basically chearging me for the move as I told her I had a very small move that included only 2 pieces of  furniture. That was all they were going to move. 

  They can call it what ever they want it was an egregious fee for a local company that did not do the local move for the reasons stated in my complaint.

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