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:01/12/2025

  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.

  They broke my dresser they broke my tv left several items wrapped asked for a $400 gratuity charge over charged me based on the quote and took money from unauthorized acct and attempted to take remaining balance after they told me they would look over it and call me Monday to correct the charge.

  Business Response

  Date: 01/20/2025

  Dear BBB and Ms. **************** have been in contact and continue to have open communication with Ms. ******* We appreciate the opportunity to respond to the concerns regarding the reported damage to your television and other missing power cords.
  
  We sincerely apologize for any inconvenience this situation has caused. We strive to handle every item with the utmost care, and it is regrettable when any damage occurs during the moving process.
  
  We have carefully reviewed the details of your complaint and the corresponding documentation, including the valuation coverage you elected at the onset of your move. The claims will be brought to resolution by the end of business tomorrow, January 21st and a detailed description of compensation will be emailed at that time. 
  
  We acknowledge that moving inherently involves some risks, which is why we adhere to regulated claims management offering protection to our customers. We deeply regret that the television was reported as damaged and understand how upsetting this can be.

  In regards to our payment processing procedures. All customer's are informed upon booking services with us, that a credit or debit card is required for the reservation. Customers are informed that their move will be confirmed 72 hours prior and a deposit for our minimum service will be processed 48 hours prior to the move. Unless otherwise noted, and in this case there wasn't, the same card provided to secure the reservation is processed for the deposit. If this card was not meant to be processed, we understand that accidents happen, we are happy to process a different form of payment and refund that card. 
  
  We value your feedback and are committed to improving our services. We appreciate your understanding in this matter. Thank you for allowing us to serve you.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22800708
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/21/2025

  It is with regret that we acknowledge Ms. ******* refusal of the businesss BBB response. As previously communicated, damages reported to the business are being appropriately managed and settled in accordance with the contract and valuation elected. The business has and continues to be in communication with Ms. *******  

• Initial Complaint

  Date:09/02/2024

  Type:Delivery 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 moved from ******* to ******* on July 7, 2024. I had items severely damaged. Apparently, items had been thrown on the truck. I have reached out to the franchise in GA with no success. Then I reached out to headquarters with no success. The item that I am most concerned about is an antique stool. The leg was badly damaged. I was told I would not be compensated after I paid over 3K to move my items. This is quite frustrating. The franchise admits they were at fault, but yet I am denied compensation. Below in the thread of this email is a similar picture of the item damage. I am seeking repair cost of $150.00 which is reasonable. I am reaching out to you for assistance in this matter. It would be nice for the company to have goodwill toward their customers.

  Business Response

  Date: 09/02/2024

  Dear BBB and ****************,
  
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to respond to the concerns regarding the reported damage to your antique stool.
  
  First and foremost, we sincerely apologize for any distress this situation has caused. We strive to handle every item with the utmost care, and it is regrettable when any damage occurs during the moving process.
  
  We have carefully reviewed the details of your complaint and the corresponding documentation, including the valuation coverage you elected at the onset of your move. As you chose full valuation coverage with a $250 deductible, this means that any claim for loss or damage is subject to that deductible. Unfortunately, since the repair cost of $150 falls below your deductible, this amount does not qualify for reimbursement under the terms of your contract for services.
  
  We acknowledge that moving inherently involves some risks, which is why we adhere to regulated claims management offering protection to our customers. We deeply regret that the stool was reported as damaged and understand how upsetting this can be.
  
  We value your feedback and are committed to improving our services. We appreciate your understanding in this matter. Thank you for allowing us to serve you.
  

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 22229412
  
  I am rejecting this response because:

  The stool was not properly stored on the truck. The item was an antique now it is in great repair.

  However, other items were damage as well. The major concern was the antique stool.

  Two Men and a Truck does not have goodwill? 

  How can former customers refer this company to future customers?

   

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

  Business Response

  Date: 09/02/2024

  Dear ****************,
  
  Thank you for your follow-up message. I truly understand your frustration and regret that our previous response did not meet your expectations. Please know that your feedback is important to us, and I want to assure you that we take all concerns very seriously.
  
  We value your trust and strive to provide every customer with a positive experience. The safe transport of your belongings is our top priority, and we take every precaution to ensure your items are handled with care. However, as you pointed out, when an entire homes contents are stacked inside a moving truck and transported across hundreds of miles, the potential for occasional damage does exist despite our best efforts. Its an unfortunate reality of our industry, and one that we are always working to minimize.
  
  Regarding your concern about the stool and the additional items youve mentioned, I want to reiterate our commitment to fairness and transparency. At the start of your move, you selected full valuation coverage with a $250 deductible, which we thoroughly explained during the contracting process. The damage claim for the stool fell below the deductible, and therefore, according to the terms of the contract, does not qualify for reimbursement. Additionally, the other item you reported, a particle board cart, is subject to limited liability, which is standard for such materials as noted in our service agreement, and as such also falls under the deductible when considered in addition. Our intention has always been to communicate these terms clearly to set accurate expectations, and we sincerely regret any misunderstanding that may have occurred.
  
  While we stand by our contractual obligations, please understand that this response is not meant to dismiss your concerns. We are committed to constant improvement and will use your feedback to further refine our processes. We deeply value your business and are genuinely sorry that this experience did not reflect the high standard we aim to provide.
  
  Our goal is always to deliver excellent service and peace of mind to our customers, and we regret that you were left dissatisfied. Thank you once again for sharing your experience with us.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22229412
  
  I am rejecting this response because:

  Dear Two Men and a Truck,

  Thank you for having concerns for the damage items, but it still sets me back in costly repairs.

  The stool should have been wrapped to protect it.

  It was stated in the last communication that the company is looking to ensure improvements.

  Why not start with this situation?

  Is it really worth having a dissatisfied customer over $150 dollar?

  Isn't the company's brand worth more than that?

   

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

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We engaged 2 Men & A Truck Tucker to help move on 3/15/24 to a storage unit. We paid a deposit ($597.00) on 3/12/2024, and scheduled to have 2 movers arrive at 1pm to transfer furniture and boxes - we did not request any assistance packing, and everything was already boxed. We had an estimate of 3hr maximum to finish the job, as my wife had already transferred 50% of our items to the storage unit.They arrived almost 2hr late. They were not working together/taking items individually, even big items. The first piece of furniture damaged occurred when one mover tried to flip a large, 150+lb dining table over without assistance, and ended up catching his hand, dropping it, and breaking off the legs (picture attached). He then proceeded to spend 2+hr trying to fix the table with screws and wood glue, while the other mover placed almost all items in the truck on his own. Once the movers had all items in the truck and arrived at the storage unit (~7pm), then began to move items quickly and carelessly, damaging our grill and family heirloom bed, among many other smaller possessions that we did not claim. They also declined to use a mattress bag on our new mattress because it was 'too difficult to move'. The dining table was a total loss and they did not store it/hauled it off.We spent several weeks attempting to contact the business (email thread attached), only to find almost a month later that our contact had been fired. We were then told that, despite the gross negligence of the movers, because we had chosen the lesser insurance, they were not going to compensate us for over $6000 in damaged furniture (links to similar items in email thread). They paid out $363.00 on 5/14/2024 based on their $0.60/lb minimum insurance, which they actively tried to talk us out of upon reservation. The business took no responsibility for their gross negligence and insinuated that we were at fault for not choosing better insurance, despite being pressured to choose no insurance at all.

  Business Response

  Date: 07/01/2024

  As previously stated to ****************, we would like to apologize for claims that have been presented as a result of their move and any inconvenience the claims may have caused. I understand that moving can be stressful. It is always our goal to resolve matters expeditiously so that customers may settle into their new space without delay.

  In determining the most appropriate remedy, the business considered multiple variables and completed a thorough investigation. It is noted that basic valuation was elected at the onset of services. Basic valuation is provided at no additional cost and defines the carriers maximum liability for claims of loss or damage will be $0.60 per pound based upon the weight of an item regardless of its actual value.  The election was authorized via signature by the customer at the outset of services and this method is prescribed the contract and the ****************** of ****** Safety.
  

  Again, we apologize that the service did not take place without incident.  We do wish the Westlys the very best in their new home.

   

   

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21887296
  
  I am rejecting this response because:

  While we understand the notion of the insurance package selected, the response from this business was insufficient to the claim. Us selecting an insurance does not absolve the comment of responsibility for unprofessional, negligent, and increasingly careless handling during the process of our move. 

  Throughout the move, the movers did not follow professional protocols to ensure the safety of our items, and when they damaged furniture through a lack of attention or care, the response was a shrug. 

  Two Men and a Truck - Tucker have expressed that any issues that occurred during the move are regrettable but not their problem, since we selected a specific level of insurance. In our view that does not absolve them of the responsibility of remedying the extensive damage done to our household materials through the sheer negligence and unprofessional conduct of their staff.

  When we select insurance for a service like moving, we still expect our furniture to be handled and cared for by professionals, which is not the service that we received.

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

  Business Response

  Date: 07/03/2024

  We are saddened to hear that **************** is not satisfied with our reply.  To be *****, we as a business do not sell insurance nor do we claim to be an insurance broker.  The customer opted for valuation, which is the carrier's level of liability at the outset of service.  The reference to "insurance" is erroneous at best and the Company has acted in accordance with the contract that was executed by both parties and in accordance with our level of liability.

  We regret that the service did not take place without incident but it has been resolved in a manner that is consistent with the executed contract.  The matter is closed and we continue to wish **************** the very best in his new home.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21887296
  
  I am rejecting this response because:

  Thank you for the response. We do not want to dispute the fact that they executed the contract as written. Our complaint stems from the fact that as "Movers Who ****** our items were treated with no care. We hired a professional company and expected a professional level of service, which is far from what we received. 

  The company adhered to their contact and provided the minimum effort and reimbursement they were allowed to (per the contract), and have showed no accountability for the neglect or terrible service provided.

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

• Initial Complaint

  Date:01/29/2024

  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.

  I had two men a truck (Tucker, *******) to do my move back in 2021. Not only did they do my move but they packed my items and stored my items in their storage facility. When they delivered my items on 01/19/24, my items were damaged, had mold on them and I even found rat droppings in the boxes. In addition, I didn't sign all the moving paperwork and I saw where I was charged for the move. I went to the office on January 20th and spoke to the ops manager of the company. I have yet to hear from him as he said he needed to find the paperwork. Yet I was charged for the move and have yet to hear anything about the damages.

  Business Response

  Date: 02/02/2024

  Dear Mr ******* We are very sorry to hear that you had a less than perfect experience with Two Men And A Truck. We searched our records and have determined you were not our customer and we didn't preform your move or store your belongings. Unfortunately, we are unable to help in this claim because our Franchise did not preform your move. Our franchise is in ********.  Because you noted that you used the Two Men And A Truck in Tucker, **, I am including their contact information so that you can attach this complaint to the correct franchise and hopefully get it settled. The Two Men And A Truck franchise that you used in located at *************************************** Tucker, ** ***** ************. Thank you and we wish you the best.

  Customer Answer

  Date: 02/02/2024

  I put in my initial complaint that it was the Tucker, ******* location.  Why was this sent to the ******** location?

  Business Response

  Date: 02/02/2024

  This is not our customer our franchise is in ******** ** .This compliant should be under the Two Men And A Truck in Tucker ** located at ********************************************************************* Ph# ************. The Tucker Two Men And Truck is owned by someone else. Again, this was not our customer, you have the wrong franchise.

  Business Response

  Date: 07/02/2024

  Mr. Lights,

  On behalf of TWO MEN AND A TRUCK, we would like to thank you for the opportunity to assist with your recent relocation. We would also like to apologize for claims that have been presented as a result of your move and any inconvenience the claims may have caused. We understand that moving can be stressful. It is our goal to resolve the matter as expeditiously as possible so that you may settle into your new space without delay. We have appreciated your patience while we work to establish resolution.
  
  In determining the most appropriate remedy, the business considered multiple variables and completed a thorough investigation. It is noted that basic valuation was elected at the onset of services. Basic valuation is provided at no additional cost and defines the carriers maximum liability for claims of loss or damage will be $0.60 per pound based upon the weight of an item regardless of its actual value.  *********** also assigned a repair value to repair walls that were unfortunately damaged during the course of the move in to your new home in ********

  This information was conveyed on June 5, 2024 and compensation could take up to 30 days.  Thank you again for your patience and we wish you the very best in your new home.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21213365
  
  I am rejecting this response because this complaint was closed out months ago by the BBB due to no response from the company after numerous attempts were made. How is it now when this was closed all of sudden a response is now given. 
  
  Sincerely,
  
  Elroid Lights