Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/04/2024

  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.

  There are multiple reasons for this complaint:- Two Men and a Truck (TMT) specified that the movers would arrive between 8:30-10am on 8/29/2024. TMT called me at 8:45am on 8/29/2024 that they would not arrive on time. The movers did not arrive until 2:30pm after I was told by ***, their scheduler, that they would arrive between 1:30-2pm. We were closing on the sale and purchase on 8/29. The closing times were scheduled around the 8:30-10am arrival window by the movers. Because of their extreme tardiness and poor scheduling, we had to have $1000 withheld in escrow from the sale of our home because we were not moved out in time. ***'s response when I initially told them that they needed to show up in their promised time frame was basically "tough luck". Extremely unprofessional to call during the scheduled arrival period the day of the move. At least give a days notice.- I requested a mattress bag and box when I completed the online estimate form. The movers showed up with neither and said it was not even noted to be included. When they moved the mattress into our new home, we discovered a bloodstain and tear in our mattress. The mattress cost over $3000. We sent pictures of the damaged mattress to TMT and have gotten a lack of response. I ask TMT to confirm they received our emails but they have not answered back. - My wife and I left during the move out process to close on the purchase of our home. My mother stayed to act as our representative. I made the mistake of tipping the movers cash before I left and before they completed the job. The head mover, *******, was very nice while I was around, but apparently became very rude to my mother once we left. She was left distraught by the way ******* spoke to and treated her. - *** stated in a final signed document (document provided) that I would be charged $1050 for the move. I saw they charged me $1325. Their reasoning was they forgot to include the overnight storage fee. How could a company be this incompetent?

  

  Business Response

  Date: 09/16/2024

  As we understand the customers complaint,
  At the time of their booking, we let the customers know that our arrival window will be between 8:30am-10am -unfortunately the day of their move on August 29th 2024, we had to delay the start time of their job back due to a staffing issue and in this case we had to find a replacement driver for their move. Upon calling the customer to inform them of the circumstances they informed our office staff that they needed to be out of their current residence by 12pm that day. It was explained to them that because our moves are completed at an hourly rate that there was no way prior to the scheduling conflict that we would have been able to ensure that time stamp. In regard to the Mattress Stains and apparent blood on the mattress, we do request that our movers and drivers bring mattress bags on every move but it is at an additional cost and we could have brought one out to the customer per her request but to our understanding it was denied due to her not waiting to wait any longer than they already have for their moving process. After the move it was brought to our attention there were stains, and a  rip to the mattress- our team reached out to start a claim and we were  told that the customer had removed the stain and patched the rip in the mattress -we followed to that response and ask them what would be a sufficient resolve to this claim since they have already repaired and cleaned the item. Once the customer responded back to the resolve option it was an outcome that we could not accommodate as she requested a sum of $900 for the repairs of the mattress, Based on our addendum to uniform household goods bill of lading the customer chose option1 (Released Value) of 0.60 per pound per article based solely upon the weight of the damaged item, the customer chose this option over the option of full coverage so unfortunately it was out of our available amount to compensate. As of this claim we have not been able to come to an agreement upon this matter and it remains unresolved . We apologize for any inconvenience caused by our team.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22239139
  
  I am rejecting this response because:

  The response is a blatant lie which does not surprise me for it comes from an unethical moving coming. We were never told that they could bring us a mattress bag. The movers just said they do not have a bag and that was that. The movers wanted to get packed up and leave as much as we did because it was late in the day. Two Men and a Truck has been unresponsive to our communications regarding the mattress and we have the email chains to prove it.

  Sincerely,
  
  ****** ********* (he/him)

  

  Business Response

  Date: 09/17/2024

  We process any claims based upon the addendum selection of the customer. We have been willing to close this claim as such. Your selection was to obtain value protection at .60/lb, yet you have asked for $900. You are entitled to and will be paid  the valuation selection amount. Name calling ie-blatant lie and unethical company-are not helpful and are certainly not accurate. We have been moving customers for 24 years and have an excellent reputation. We have reached out again on 9/17 requesting information needed to process this claim. If you will respond to today's email, we can complete this process.

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22239139
  
  I am rejecting this response because:
  

  Again, Two Men and a Truck is not being truthful. They did not reach out on 9/17 in regards to processing our claim. We have the phone records and email records to prove this. I do not understand why this company continues to lie when everything is recorded electronically these days. The only communication that occurred on 9/17 is that I sent the company and email requesting all signed documents involved with the move. I've attached a print out of the email chain for reference. I wanted a copy of the "Addendum to Uniform Household Goods Bill of Lading" which clearly shows $0.60 per pound per article is covered. After receiving the documents, I then requested they please process our claim per the document. Two Men and a Truck has not responded since then so I have no idea if they are even processing the claim. I want to make it clear again we have the phone records and email records to prove all of this. Their clear lack of customer service is truly troubling.

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

  

  Business Response

  Date: 09/23/2024

  The check for the claim was processed on the same day as the latest correspondence. It was mailed the next day.

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service 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 February 18, 2022 Two Men and a Truck destroyed an antique Chinese wedding chest and an antique English bow front chest while they were moving ********************************* furniture. Despite the fact that ******************** purchased moving insurance from Two Men and a Truck for $260 that covered $20,000 full replacement value protection, Two Men and a Truck refused to process the claim for replacement value. They cancelled the insurance policy that ******************** purchased without her permission.

  

  Business Response

  Date: 10/21/2022

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

  The release value coverage of $20,000 was requested at the end of the move, after the damage was indicated. This was after the shipper originally signed for and released the shipment at .60/lb. The shipping documents cannot be altered or changed after the move has started. After being unable to resolve this matter with the shipper, we forwarded it to our carrier. They requested an inspection from a professional claims specialist (independent company) and determined the chest had prior wood  beetle infestation and the structural integrity of the frame was compromised. They also determined the 2nd chest  had prior damage and repairs, and the issue was not related to the move in question. It is unfortunate that we couldn't resolve this issue with the customer, which has been our goal over the past 21 years when damages do occur. However, in this case, (1) the shipping documents cannot be altered, and (2) it was determined other factors unrelated to the movers care and handling of the items were at cause. 

  Customer Answer

  Date: 10/24/2022

  Two Men and a Truck movers did enormous damage to my antique Chinese wedding chest and antique English bow front chest while they moved my furniture on February 18.
  I understand you reviewed the shipping documents and noted I requested the release value coverage of $20,000. Indeed,I paid $260 for this coverage.
  Since I am in the habit of obtaining extra insurance coverage for my car, personal property, home appliances, condo and storage unit, I wanted this coverage. In fact, I wanted to procure the release/replacement value coverage before the move began. However, the mover told me my homeowners insurance might include this coverage. So, I needed to talk to ****************** at State Farm to determine if I was covered or if I needed to purchase the move coverage.
  Since I had already moved my computer and insurance files to my condo, I could not verify whether or not my homeowner policy included move coverage before we started the move. However, I could do this after we arrived at my condo. So, the mover told me to sign off on coverage of 60 cents per pound with the understanding that we could change it to the release value coverage of $20,000 after we arrived at my condo where my insurance records were located and I could contact State Farm.
  At no time did the mover tell me the shipping documents could not be changed. In fact, they offered this as an option and I took it. Since I was unfamiliar with valuation options, I assumed the mover was giving me correct information about protection coverage. If the mover had advised me the documents could not be modified, I would have stopped the move from starting until I could talk to State Farm. Furthermore, after the damage occurred, the mover assured me that Two Men & a Truck would cover the replacement or repair of my damaged items. The mover was horrified that they had made moving mistakes. He blamed it on his inexperienced moving partner and promised me everything would be handled to my satisfaction.
  So, I dispute your finding that the coverage should be for 60 cents per pound per article. In ************** letter, he mentions IAT is sending a Reservation of Rights letter to Two Men and a Truck for exclusions of deterioration which I disagree with and actual or alleged dishonest or criminal action of shipping documents which I believe is due to Two Men and a Trucks training failure.
  I also believe you have mistaken the weight of the 2 items since the Wedding Chest is larger than the English Chest and therefore weighs more.
  I firmly believe that everyone involved has an ethical obligation to honor the release value coverage of $20,000 that I purchased. I should not be penalized for a training failure.
  Regarding the American Claim Specialists inspection, I dispute their findings as well. Concerning the English Bow Front chest, I have a picture of the chest taken prior to the move and it clearly shows there was no damage. So, their statement that the damage existed prior to the move is false. I will send you a separate email with the before and after pictures. Concerning the Chinese Wedding Chest, I was unaware of the hidden beetle damage; however, the chest was in excellent condition and had been moved previously without incident.
  I also made arrangements for both chests to be inspected by a well-regarded antique restorer, *************************************, as well as a well-known antique dealer, *********************.  
  ************************** is an extremely well trained restorer with 30 years of experience and an impressive client list. He examined the Chinese Wedding Chest and noted that the leg had been damaged and knocked off, likely by the dragging of the piece or due to striking the leg in some way or another.When I shared your view that the mover bore no responsibility as it had worm damage, he disagreed. He examined the chest leg and indicated the leg would have been fine for quite some time on its own had the mover handled it with normal care. His view was that the mover should be responsible for the damage. ************** agreed with **************************. She sold me the Chinese Wedding Chest and noted it was in excellent condition.
  Further, ************************** thought the movers should have examined the furniture prior to the move, He thought they should have been able to determine if they could move it without problems, He felt since they did not inspect it and decline to move it, the movers were responsible for the damage. He thought if the movers did not see the damage how would the client know? He thought the movers should at all times know what it is they are moving and what delicate portions are most likely to be damaged. He argued that if the doors were made of glass and the doors were treated carelessly the doors would break. Just like the thin legs of this chest. ************************** thought if the chest was picked straight up and set straight back down the break would likely not have happened. He thought it was handled without regard and he would offer this assessment if asked by a third party. I will send a separate email with *************************** full assessment.
  
  Regarding your statement about the Bill of Lading stating The carrier shall not be liable for physical loss of damage to any articles from external causes while being carried. (b) from insects, moth, vermin and ordinary wear and tear. One could argue that all furniture being moved has wear and tear unless it is new and never used. So, I do not understand why you even offer moving coverage. Offering moving insurance appears to be a bait and switch scam. I imagine you deny all claims. It is clear that customers have no protection from moving failures. 
  
  So, I disagree with your entire review and I think it is unreasonable to deny this claim.
  
  When I discussed this with State Farm, they advised me that Two Men & a Truck was responsible for giving accurate and complete information about moving insurance. State Farm indicated that the mover should not have refunded the coverage without my knowledge or permission.They indicated this was unethical. They suggested I report this to several state agencies which I plan to do.
  Given that Two Men and a Truck movers allowed me to purchase moving insurance for $260 that covered $20,000 full replacement value protection, it is clear Two Men and a Truck is liable for the replacement value of the damaged furniture. My damage is well within the $20,000 coverage and it is in the best interest of everyone involved for Two Men and a Truck to honor this. Without a doubt, Two Men and a Truck has serious training issues with moving techniques, packing and insurance sales that need to be addressed, but I should not be penalized for their neglect. I sincerely hope Two Men and a Truck uses this as a learning opportunity to make much needed improvements to their business model. Two Men and a Truck should advise customers about moving insurance well in advance so customers have ample time to discuss this with their insurance agent. As Two Men and a Truck so clearly stated in their moving estimate, No one likes surprises at the end of their move. They have an ethical obligation to honor the replacement value insurance that they sold me.Otherwise, it appears Two Men and a Truck made false, misleading and deceptive assurances regarding moving protection. They should ensure they are not causing surprises and take corrective actions to prevent surprises.
  I am hereby requesting that you process the claim and make a cash settlement of $10,500 for the current market replacement value of the damaged items which is well within the $20,000 replacement policy the movers sold to me.
  Please contact me within 10 days to confirm that you will honor my request. I have prepared a complaint for submission to the proper agencies for investigation. 
   Thank you for your anticipated assistance in resolving my problem.  Please contact me at ************ and/or *********************** if you have any questions.
  Best regards,
  *******************************

  

  Business Response

  Date: 10/28/2022

  As we have stated earlier, the addendum to house hold goods cannot be changed at the end of a move, after damage has occurred. It is illogical and unethical to change documents after the fact. At the beginning of the move, our driver called in and reported the selection as option 1.We do not begin moves until the addendum is signed and a choice is selected.  We do not offer insurance, rather the shipper declares a valuation of the shipment. In this case ******** released the shipment at a value of .60/lb. We called her and left a message the next business day and advised her that the addendum cannot be changed. Additionally, the antique piece  was evaluated by a third party inspection company and determined it was infested with beetles, causing the breakage. This damage can clearly be seen in the photographs she provided so coverage for this piece was and is denied.  The English chest has an estimated weight of 90lbs which results in a payment of $54.00 at .60/lb. We are prepared to issue payment to ******************** in that amount, as it follows exactly the process which would occur after she released the shipment under option 1.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18176641
  
  I am rejecting this response because:

  Since the mover from Two Men and a Truck, did in fact offer and sell me protection value coverage, as evidenced by my credit card statement,it is clear the mover is guilty of unethical acts. Indeed, the mover made false, misleading and deceptive assurances regarding moving protection. As I mentioned previously, I was unfamiliar with valuation options and I assumed the mover was giving me correct information about protection coverage. If the mover had advised me the documents could not be modified, I would have stopped the move from starting until I could talk to State Farm. Clearly,Two Men and a Truck had a serious training failure.  I should not be penalized for the training failure. Two Men and a Truck needs to honor the protection value of $10,500.

  Two Men and a Truck indicates they do not offer insurance; however, a representative from a company called IAT *************** contacted me about a claim Two Men and a Truck filed on my behalf. I understand IAT *************** is not accredited with the Better Business Bureau BBB; however, IAT *************** is in the BBB database and it has received scathing reviews from all of their customers, many of whom object to their exclusion for normal wear and tear, which appears to exclude most everything. It is obvious Two Men and a Truck and IAT *************** do not offer genuine insurance protection or valuation protection. This appears to be a bait and switch scam.
  
  I too had my damaged antiques evaluated by a well-regarded third party antique restorer, *************************************, who noted that the Chinese wedding chest leg had been damaged and knocked off, likely by the dragging of the piece or due to striking the leg in some way or another. When I shared your view that the mover bore no responsibility as it had worm damage, he disagreed. He examined the chest leg and indicated the leg would have been fine for quite some time on its own had the mover handled it with normal care. His view was that the mover should be responsible for the damage. I agree.
  
  As I mentioned previously, ************************** thought the movers should have examined the furniture prior to the move, He thought they should have been able to determine if they could move it without problems, He felt since they did not inspect it and decline to move it,the movers were responsible for the damage. He thought if the movers did not see the beetle damage how would the client know? He thought the movers should at all times know what it is they are moving and what delicate portions are most likely to be damaged. He argued that if the doors were made of glass and the doors were treated carelessly the doors would break. Just like the thin legs of this chest. ************************** thought if the chest was picked straight up and set straight back down the break would likely not have happened. He thought it was handled without regard and he would offer this assessment if asked by a third party.
  
  Therefore, I reject Two Men and a Trucks payment offer of $54.00. I stand by my request to make a cash settlement of $10,500 for the current market replacement value of the damaged items which is well within the $20,000 replacement policy the movers sold to me. I am happy to pay the $260 again. You should never have refunded it without my permission.
  
  
  

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

  

  Business Response

  Date: 11/14/2022

  It has been our intention to respond in a timely manner to any concerns. We responded on 10/28/22 explaining our position and our offer. 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18176641
  
  I am rejecting this response because:

  Two Men and a Truck movers did enormous damage to my antique Chinese wedding chest and antique English bow front chest while they moved my furniture on February 18.
  I understand you reviewed the shipping documents and noted I requested the release value coverage of $20,000. Indeed, I paid $260 for this coverage.
  Since I am in the habit of obtaining extra insurance coverage for my car, personal property, home appliances, condo and storage unit, I wanted this coverage. In fact, I wanted to procure the release/replacement value coverage before the move began. However, the mover told me my homeowners insurance might include this coverage. So, I needed to talk to ****************** at State Farm to determine if I was covered or if I needed to purchase the move coverage.
  Since I had already moved my computer and insurance files to my condo, I could not verify whether or not my homeowner policy included move coverage before we started the move. However, I could do this after we arrived at my condo. So, the mover told me to sign off on coverage of 60 cents per pound with the understanding that we could change it to the release value coverage of $20,000 after we arrived at my condo where my insurance records were located and I could contact State Farm.
  At no time did the mover tell me the shipping documents could not be changed. In fact, they offered this as an option and I took it. Since I was unfamiliar with valuation options, I assumed the mover was giving me correct information about protection coverage. If the mover had advised me the documents could not be modified, I would have stopped the move from starting until I could talk to State Farm. Furthermore, after the damage occurred, the mover assured me that Two Men & a Truck would cover the replacement or repair of my damaged items. The mover was horrified that they had made moving mistakes. He blamed it on his inexperienced moving partner and promised me everything would be handled to my satisfaction.
  So, I dispute your finding that the coverage should be for 60 cents per pound per article. In ************** letter, he mentions IAT is sending a Reservation of Rights letter to Two Men and a Truck for exclusions of deterioration which I disagree with and actual or alleged dishonest or criminal action of shipping documents which I believe is due to Two Men and a Trucks training failure.
  I also believe you have mistaken the weight of the 2 items since the Wedding Chest is larger than the English Chest and therefore weighs more.
  I firmly believe that everyone involved has an ethical obligation to honor the release value coverage of $20,000 that I purchased. I should not be penalized for a training failure.
  Regarding the American Claim Specialists inspection, I dispute their findings as well. Concerning the English Bow Front chest, I have a picture of the chest taken prior to the move and it clearly shows there was no damage. So, their statement that the damage existed prior to the move is false. I will send you a separate email with the before and after pictures. Concerning the Chinese Wedding Chest, I was unaware of the hidden beetle damage; however, the chest was in excellent condition and had been moved previously without incident.
  I also made arrangements for both chests to be inspected by a well-regarded antique restorer, *************************************, as well as a well-known antique dealer, *********************.  
  ************************** is an extremely well trained restorer with 30 years of experience and an impressive client list. He examined the Chinese Wedding Chest and noted that the leg had been damaged and knocked off, likely by the dragging of the piece or due to striking the leg in some way or another. When I shared your view that the mover bore no responsibility as it had worm damage, he disagreed. He examined the chest leg and indicated the leg would have been fine for quite some time on its own had the mover handled it with normal care. His view was that the mover should be responsible for the damage. ************** agreed with **************************. She sold me the Chinese Wedding Chest and noted it was in excellent condition.
  Further, ************************** thought the movers should have examined the furniture prior to the move, He thought they should have been able to determine if they could move it without problems, He felt since they did not inspect it and decline to move it, the movers were responsible for the damage. He thought if the movers did not see the damage how would the client know? He thought the movers should at all times know what it is they are moving and what delicate portions are most likely to be damaged. He argued that if the doors were made of glass and the doors were treated carelessly the doors would break. Just like the thin legs of this chest. ************************** thought if the chest was picked straight up and set straight back down the break would likely not have happened. He thought it was handled without regard and he would offer this assessment if asked by a third party. I will send a separate email with **************************** full assessment.
  
  Regarding your statement about the Bill of Lading stating The carrier shall not be liable for physical loss of damage to any articles from external causes while being carried. (b) from insects, moth, vermin and ordinary wear and tear. One could argue that all furniture being moved has wear and tear unless it is new and never used. So, I do not understand why you even offer moving coverage. Offering moving insurance appears to be a bait and switch scam. I imagine you deny all claims. It is clear that customers have no protection from moving failures. 
  
  So, I disagree with your entire review and I think it is unreasonable to deny this claim.
  
  When I discussed this with State Farm, they advised me that Two Men & a Truck was responsible for giving accurate and complete information about moving insurance. State Farm indicated that the mover should not have refunded the coverage without my knowledge or permission. They indicated this was unethical. They suggested I report this to several state agencies which I plan to do.
  Given that Two Men and a Truck movers allowed me to purchase moving insurance for $260 that covered $20,000 full replacement value protection, it is clear Two Men and a Truck is liable for the replacement value of the damaged furniture. My damage is well within the $20,000 coverage and it is in the best interest of everyone involved for Two Men and a Truck to honor this. Without a doubt, Two Men and a Truck has serious training issues with moving techniques, packing and insurance sales that need to be addressed, but I should not be penalized for their neglect. I sincerely hope Two Men and a Truck uses this as a learning opportunity to make much needed improvements to their business model. Two Men and a Truck should advise customers about moving insurance well in advance so customers have ample time to discuss this with their insurance agent. As Two Men and a Truck so clearly stated in their moving estimate, No one likes surprises at the end of their move. They have an ethical obligation to honor the replacement value insurance that they sold me. Otherwise, it appears Two Men and a Truck made false, misleading and deceptive assurances regarding moving protection. They should ensure they are not causing surprises and take corrective actions to prevent surprises.
  

  I want a full refund $914.25. It will cost over $1200 to repair my damaged furniture due to inexperienced movers. You destroyed the value of my items. 

  Your unethical business processes should be criminal

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

  

  Business Response

  Date: 11/23/2022

  With regard to the latest document from *******************, we have responded thoroughly to this complaint on numerous occasions. We have referred her to our carrier, who completed a detailed investigation and hired an experienced inspector. They denied any payment. She has made numerous false and misleading statements with regards to this situation. We do not deny all claims and we do not "bait and switch" as she has implied. Two Men And A Truck completes over ****** moves in metro Atlanta each year,. We have been operating in Georgia for over 20 years. Neither one of the gentleman were "new". This was not a training failure, rather it was a manipulation on the customer's attempt to change a document after the fact. Movers cannot determine internal bug infestation on every piece they might move. Movers can not always determine prior repairs on furniture items either. Because of this, the bug infestation and the prior repairs, the pieces already had "DIMINSHED VALUE" that she is claiming at our fault. If she is in the habit of purchasing additional valuation as she claims, she should have done so at the signing of the paperwork. We do not think the request to refund the cost of the move is a reasonable request. Her vendor estimate of $1200 is high-there are other qualified repair companies that could fix them for a lot less. We ask the false, misleading claims  end with regard to our business stop.

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18176641
  
  I am rejecting this response because:

  I did not change the movers document. The mover changed the document. I did not hold a gun to his head. He voluntarily changed the document himself. Clearly, this was one of many training failures that occurred on moving day. The mover assured me Two Men and a Truck would take care of the damage. The experts I engaged believed the damage could and should have been avoided with proper training.

  Sincerely,
  

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