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:01/29/2024

  Type:Billing 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 2 Dudes Moving to move my apartment from Lexington to Louisville on Jan 11. I was quoted 4-5 hours and $1000-$1100. It ended up being 7-8 hours and $1643. I then immediately left town for a business trip which I can provide travel documents & google timeline data to corroborate. When I returned from the trip on Jan 20, I discovered upon unpacking that my TV was not functioning and contacted 2 Dudes Moving as I had paid the extra $100 for the Full Value Protection. The only stipulation for TVs is that they be moved in a box to qualify, and mine was packed in a box. I contacted 2 Dudes and was told they couldn't accept liability because I'd waiting too long, then it was because their men didn't hang the TV, and finally it was because the TV was unboxed. It wasn't. They have ceased responding to me. They seem to be in clear violation of their contract to replace the TV or make a cash settlement.
  
  Nowhere in the contract (attached) does it state that only their employees can hang the TV or what kind of box they deem appropriate for a TV.

  

  Business Response

  Date: 02/08/2024

  I'm copying my response to her google reveiw: ******** we sorry to see this. We pride ourselves on customer service and strive to exceed our customers expectations. 
  
  We assure those reading this that nothing "shady" happened here. Unfortunately, the television in question wasn't boxed prior to our teams arrival. Our contract clearly states that all unboxed televisions are not covered by our full value protection. Furthermore, the damaged to the TV was reported to our office more than two weeks post move and had been mounted on the wall by a 3rd party prior to the damage claim. We unfortunately could not assume liability for the item due to those aforementioned reasons. 
  
  Thank you again for your business and please let us know if you have any other follow-up questions.

  Customer Answer

  Date: 02/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The television WAS boxed and wrapped in padding in a large U-Haul box marked "fragile." Your contract, as you state, requires televisions to be boxed. Mine was, yet you continue to refuse to accept liability.

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

  

  Business Response

  Date: 02/13/2024

  Unfortunately, we cannot accept liability for this damage claim due to the aforementioned reasons. Even if the TV was boxed, which our crew was certain it was not, our contract also states: "we are not liable for the contents of containers not packed by our movers". Furthermore, the damage to the TV was discovered after it had been mounted by a 3rd party and could have easily been damaged during the mounting process. 

  Customer Answer

  Date: 02/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The reasons for refusing to accept liability keep changing. The TV was boxed. I paid for full liability coverage. It says nowhere on the contract that a member of the moving team needs to hang the TV. This is an unethical business that is in breach of contract.  
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID ********.

  The cost of the mediation is over half the cost to replace the TV out of pocket. I will never use this company again nor will my friends/family/colleagues given their documented unethical behavior. I strong urge the BBB to caution consumers against using this company.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:11/14/2022

  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.

  10-27-22 2 Dudes Moving arrived to move my boxes and furniture approximately at 9:20AM from **** ******** ******* ** ********* ******** ***** to **** *** **** ***** *** **** ********* ******** *****. Approximately 4 hours to load me and mom who was at same location but Apt ****. In this time frame and outside near truck one of the worker brought me a handful of jewelry

  Customer Answer

  Date: 11/14/2022

   I hope I am making sense to you! The bottom line was terrible service lost and damage furniture. Resistance to come to a fair decision acceptable and in my eyes satisfactory! Also Andre charged several hundred dollars over estimate for in my opinion failure to send professional competent movers. 

  

  Business Response

  Date: 11/14/2022

  We do apologize that *** ****** feels her move was unsatisfactory. We have made every attempt to correct the issues she brought to our attention. There were some minor scrapes to two pieces of furniture that we didn't feel we created, however, we did send our restoration specialist out to correct those items as a show of good faith. There were two floor lamps that were in disrepair upon or arrival and were simply not fit to be moved. We moved *** ****** into an assisted living facility which can sometimes create bottlenecks in the moving process due to elevators and long walks through the building to reach the intended room. It's is explained to every client that we will do our best to give an accurate estimate, however due to unforeseen circumstances (i.e. a difficult load/unload site, lots of disassembly/reassembly of furniture items, level of preparation, traffic, etc.) we do charge for the actual amount of time the move takes to complete. *** ****** was made aware of our billing procedure. Furthermore, every client gets a confirmation text 48hrs prior to their move with a link to our rates and disclaimer page that outlines how our process works. Customer service is of the utmost importance to us and we are saddened to hear her recount of the day was anything less than excellent.