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:05/22/2023

  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.

  On April 19th 2023 Two Men and a Truck arrived at ********************************************************************** to load truck of our remaining belongings. after truck was loaded I signed the inventory sheet. They stated it could take up to 2 weeks to arrive in ********* (where we relocated). They called and we agreed to delivery of May 2, 2023. They were supposed to call prior to arriving , but this never happened. The 2 men were unloading the items when they discovered 6 plastic totes were damaged. Upon further inspections we discovered that some of our photos and framed were damaged. We had them wrapped in bubble wrap and packing paper. Two Men and a Truck wrapped these items in a moving blanket and secured them with tape. There were 2 photo frames as well as ************* Black Hawks and ************* laser prints that were damaged.These items were wrapped in bubble wrap and packing paper and wrapped in a moving blanket by same company.We also had our paper shredder that was damaged. I called the company on 4 separate occasions with them telling me they would return my call within an hour, which never happened. I received an email from *************************, a claims specialist asking for photos of damaged items. I sent an email back to him with the photos. We unwrapped my husbands ****** seat that we had wrapped and said company wrapped in a moving blanket when we discovered damage to the seat. He then proceeded to quote the contract stating the company was not responsible for the damages. He is denying the claim because he states that the damages are not due to mishandling while in their direct care, but rather while in transit and they weren't properly packed when they were. When my items left my home, they were properly packed, I believe this company should be responsible for the damages as they were out of my hands and in their trusting hands! I know that they are responsible for the damages, but are not willing to correct this. I would appreciate your help in resolving this claim.

  Business Response

  Date: 10/03/2023

  To whom it may concern,

  We regret to inform you that we are not liable for any of the loss mentioned in your claims. As previously mentioned, we are not responsible for any items not packed by our company. If you have further questions or details that I may be unaware of please forward along. 

  Again, we apologize your move did not go without incident. Thank you for understanding. 

   *********************

  Franchisee

  TWO MEN AND A TRUCK

  Services: Moving, Junk Removal, Storage

  *******, **

  ILLCC 173570

  P: *********************

• Initial Complaint

  Date:10/04/2022

  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 used Two Men and a Truck on August 17th 2022 to move from *************************************** to ****************************************************************. Everything went well from ******* until we got to **********. One of the guys was mounting the dresser mirror back unto the dresser while another guy was carrying the night stand when he bumped into the mirror that was on the floor. The mirror shattered. The other guy was trying to enter the room and neglected to see the mirror on the floor. Two Men and a truck used a ridiculous calculation to compensate me for the mirror. They used 150 pounds x .30=$45. They credit my Master card without my knowledge. First of all the mirror weights more than 150 pounds. When I read their website theres nothing that indicates this type of calculation. My bedroom set is an antique and is worth a lot of money. There is also sentimental value because it was passed down to me from my parents. They send a vendor to the house to estimate how much it would cost to fix. They told me they are not going to fix it because it cost too much money. They need to take responsibility for their negligence.

  Business Response

  Date: 10/04/2022

  This customer was not provided service from this Two Men And A Truck Moving Franchise. We would not be able to remedy this situation. We recommend that the customer file a complaint on the correct Two Men And A Truck franchise located in **********/Northside ******* as it is listed on the photos they provided in the complaint. This is the southside / *********** ******** location. We are individually owned and operated and I do not have access to this customer's information since we did not provide the service. 

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18163300
  
  I am rejecting this response because:
  

  Hello,

   

  Attached is additional correspondence from two men and a truck.

  The contract was never explained to me on the day of the move.

   

  Thank You

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

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

   

   

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

  Business Response

  Date: 10/05/2022

  ******,

   

  I apologize that you had damages during the service you ordered but I have to say, you are putting in this complaint against the wrong company. We are all independently owned and operated. This is the Two Men And A Truck location in *********** and ************ ********. You will want to contact the ********** / ************* locations. According to the paperwork you provided those are the locations that completed this service. I cannot help you resolve any issues regarding this damage. 

  Business Response

  Date: 10/03/2023

  Hi, please see below. ****************** were able to come to terms on a satisfactory settlement on 11/28/22. 

  If anyone from the BBB or ****** have any further questions please let me know. 

  ___________________________

  
  First and foremost, thank you both for working through this. ******, I apologize if my initial estimate far exceeded the one you received from **********. Yours is much more reasonable.
  
  I am going to go ahead and refund the total amount for repair based on the estimate below less the $45.00 you were already compensated.
  
  Please expect to see an additional $362.10 refunded to your account.
  
  Have a great day everyone

   _____________________________

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

  Franchisee

  TWO MEN AND A TRUCK

  Services: Moving, Junk Removal, Storage

  *******, **

  ILLCC 173570

  P: *********************