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:01/16/2023

  Type:Product 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.

  This is a follow up to case ******** which has not been resolved to my satisfaction.I have received the replacement doors and had them installed, I've provided all receipts to Two Men and a Truck but have not received a response. As noted in the original claim Two Men and Track agreed to pay for the purchase and replacement of the doors skins which totals out to *******

  Business Response

  Date: 01/27/2023

  Mr. ***** had an internal move performed by our office on 3/7/2022. We communicated with Mr. ***** leading up to the move and throughout the execution of the move as provided in the attachments. There is no indication of any damages, in fact Mr. ***** only responded indicating the arrival of the moving crew. The message during the move checking on the status went without a response and the message following the move asking to rate his experience was also not responded to. Additionally, an email is sent to all customers following their move asking them to rate overall level of satisfaction. This too went without a response. Our ************** agreement is very specific that any damages must be reported within 72 hours of the conclusion of the move (attached). Mr. ***** is now claiming a damage far removed from the reporting window and thus was denied.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18935778
  
  I am rejecting this response because:

  Please see attached email chain where ******* Canterybury acknowledge the damage and made several offers that where not sufficient to replace and install the doors damaged by employees of Two Men and A Truck during the move.  For Two Men and a Truck to respond indicating that I never reported the damages in light of the attached email as well as other communications in our prior case is simply bogus. 

  ******** allows sets a three year statue of limitations clock for damages that starts as soon as the property owner becomes aware of the damages, this clock can not be reduced by the responsible party, it's important to note that at this point this issue is less than a year old. As noted in the attached email Two Men and a Truck where aware of this claim on the date of the move.

  Should Two Men and A Truck continue to follow this path of avoiding their responsibility and not fully compensating me for the purchase of the replacement doors and associated labor associated with the install I will engage the Maryland Court system and open a small claim case to bring this situation to a resolution.

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/01/2023

  Good morning. I apologize for the delay, as ******* no longer is employed here, so looking into the matter took a bit of time. After reviewing the incident and reading the email chain provided by Mr. ****** I would like to extend a settlement proposal of $800.00. As Mr. ***** stated during the email exchange with ******** the damaged refrigerator was purchased in 2016. When settling damage claims, we reimburse based on the actual cash value of the item (as stated in the ************** Agreement) after factoring depreciation. A refrigerator depreciates at a rate just shy of 9% ($189.00) per year, resulting in an actual cash value of $777.00. I'm willing to round up to an even $800.00 in an effort to resolve this matter and demonstrate our sincere apologies. 

  I am hopeful you find this to be a fair resolution and look forward to hearing from you soon. Thanks for your time and have a great day. 

• Initial Complaint

  Date:11/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contracted "Two Men and a Truck" (Two Men) to move a hot tub on Thursday, November 17, 2022. During initial conversations with Two Men, they confirmed that they could move hot tubs. I informed them that there was a fence at the destination address. They did not ask me for any measurements or further details to ensure that delivery was possible, nor did they offer to send someone to do this on my behalf. On the date of the move, Two Men brought the hot tub to the destination address. They were unable to complete the delivery due to the presence of my fence, despite having this information ahead of time. The movers tried to force the hot tub through a gate, which resulted in damage to my fence, patio, and possibly the hot tub. I agreed to have Two Men store the hot tub until I could clear a path for their movers. I was charged $1,042.50 for this failed move and storage. The movers had me sign a tablet that didn't clearly display agreement terms and without properly explaining what I agreed to. After creating a wider gap in the fence, I called to schedule a second delivery attempt. I asked Two Men to deliver the hot tub at no additional cost, because: 1) I informed Two Men of the risk posed by the fence during contract negotiation; 2) Upon learning of the fence, Two Men did not object nor ask for additional details (e.g., measurements). In the absence of such, a reasonable consumer expects a large item mover has specialized equipment to handle this; 3) Two Men damaged my property by trying to force the hot tub through the gate; 4) Two Men's failures in planning incurred unwarranted storage costs and wasted labor hours. Two Men refused to negotiate, stating they would only do the second move at an additional, identical rate. Two Men misled me to believe they had the proper planning, skills, and equipment to perform this move. I would like Two Men to perform the second delivery attempt at no additional cost to me, and refund the storage fees I paid ($130).

  Business Response

  Date: 12/19/2022

  Consumer Response /* (2000, 6, 2022/11/29) */ After further communication with a representative from Two Men and a Truck, we came to a mutually agreeable resolution. Please close this complaint with a positive resolution.

• Initial Complaint

  Date:07/21/2022

  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 contracted with Two Men and a Truck/Chesapeake Bay Movers Ind to move furniture, appliances and rugs within my house. The Two Men and a Truck employees mishandled my refrigerator allowing it to impact the railing around my deck causing damage to the doors. Immediately after this occurred I contacted Dominic ********** (The Two Men and a Truck ********** *******) concerning this damage he asked me to document the damage and indicated that he'd dispatch his guy to investigate and repair. His guy inspected the damage and indicated that the doors where not repairable and needed to be replaced. Following this determination I have had several email exchanges with Dominic where I provided an estimated cost of $955 to replace the doors. His first offer of compensation was $300, which after another additional email exchanges he increased to $350 stating the since it's only cosmetic and the refrigerator is still functional. I have made it very clear from the beginning that I expect the refrigerator to be returned to the condition it was in prior to the mishandling by Two Men and a Truck. I have placed an order for replacement doors, unfortunately one is currently on backorder with that possibility that it's no longer available, I also expect to be compensated to have a qualified technician visit my house and replace the doors are there are components such seals and the ice make that need to transferred from the old doors to the new. Should the replacement doors not be available I expect the refrigerator to be replaced with a comparable Samsung model.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/25) */ TWO MEN AND A TRUCK stands behind every move we execute. This claim is still active and has yet to be resolved. The Operations******** is working with the customer to resolve this issue and once the claim has been fully resolved any complaint from the customer would be addressed. Given this claim is still active as the replacement doors have not been received further action is not possible at this time. TWO MEN AND A TRUCK will cover the cost associated with the installation of the door skins when received. If replacement door skins are not available TWO MEN AND A TRUCK will provide customer payment for the actual cash value of the refrigerator based upon age and original purchase price as detailed in the Moving Service Agreement signed by the customer.