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:11/27/2024

  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 am filing this complaint to address unethical business practices, poor record-keeping, and unprofessional customer service by the Manchester NH branch of Two Men and a Truck. While the movers themselves were professional and efficient, the companys management of the billing process has been unacceptable.I was quoted over $2,000 for a one-bedroom move. The quote specified that three movers would be required for 12 hours. I informed the admin that this was unnecessary because I lived in a small apartment, had no boxes, and only three large items (a couch and two dressers) with some smaller grocery sized tote bags. Despite my explanation, the representative insisted that three movers were necessary and stuck to the original quote.On the day of the move, only two movers arrived. They were excellent and efficient, and they themselves commented on how little there was to load into the truck. Recognizing that the original quote was excessive, they contacted the company to have the price adjusted. As a result, we agreed on $1,100.00 on the day of the move, in addition to the $637.00 deposit I had already paid prior to the move, bringing my total payment to $1,737.00.I was later contacted and told I owed an additional $194.00. When I spoke to ******* *****, he claimed there was no record of my $1,100.00 payment. I confirmed that payment had been processed on the day of the move with my bank, so I had no reason to believe there was any issue with it. Additionally, **** refused to provide a receipt for the $1,100.00 during our phone call.**** threatened to send the $194.00 to collections if I did not pay. Threatening to damage a customers credit over a matter that stems from the companys own poor record-keeping is predatory, unethical, and shameful. I am requesting that the company honor the adjusted sale order provided by the company and which I signed for $1,100.00 and confirm in writing that this matter will not be referred to collections.

  Business Response

  Date: 12/04/2024

  Response to BBB Complaint ID #********

  Dear Better Business Bureau,

  
  Thank you for bringing this matter to our attention. We take customer concerns very seriously and strive to provide transparency and resolution in all interactions. I appreciate the opportunity to clarify the events and address *** ******* concerns.

  
  Background and Key Facts

  
  Total Cost and Payments:
  The correct total for *** ******* move, per her Sales Order, was $1,931.35.
  To date, *** ****** has made the following payments:
  $637.00 as a deposit.
  $1,100.00 on the day of the move.
  This leaves a remaining balance of $194.35.
  

  Discrepancy and DSO Error:
  On the day of the move, a DSO was incorrectly generated by the driver, showing a total of $1,100.00. This was an error and did not reflect the correct charges outlined in the Sales Order.
  The outstanding balance of $194.35 was neither waived nor excluded from the final agreement, as shown in the corrected documentation provided to *** ******.
  

  Receipt and Customer Communication:
  *** ****** has been provided with a receipt for her $1,100.00 payment, and this issue has been clarified in subsequent communications.
  While there was a request for proof of payment during earlier conversations with our Operations Manager, ******* *****, this was standard procedure to reconcile the records and not intended to inconvenience or threaten *** ******.
  

  Collections Process:
  At no point was *** ****** threatened with unethical practices. As part of our policy, unresolved balances are sent to collections only as a last resort. However, we have consistently offered to resolve the matter through documentation or payment.
  

  Response to Specific Allegations
  Quote for Services:

  
  *** ****** initially received a quote based on the information provided at the time of booking. Adjustments were made based on the actual scope of the move on the day of service. This flexibility ensured she was charged fairly for the services rendered.

  
  Customer Experience:
  We regret that *** ****** felt her concerns were not addressed satisfactorily during her conversations with our team. We acknowledge her feedback and have taken steps to improve communication clarity in similar situations moving forward.
  

  Remaining Balance:
  We are unable to waive the remaining balance of $194.35, as it reflects a required service included in the agreement.
  

  Desired Settlement
  *** ****** has requested a billing adjustment to remove the $194.35. Unfortunately, this is not feasible as the charge was part of her agreed-upon services. We request that *** ****** remit payment for the remaining balance to close out her account. Alternatively, if she believes this amount has already been paid, we are happy to review supporting documentation from her financial institution.
  

  Conclusion
  We remain committed to resolving this matter professionally and amicably. We have communicated transparently with *** ****** and provided her with all relevant documentation, including her corrected Sales Order and payment receipt. We encourage her to reach out to us directly should she require further assistance or clarification.

  
  Thank you for facilitating this process and for your understanding.

  
  Best regards,
  ******* *********
  Regional Manager for ***********
  TWO MEN AND A TRUCK

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22611772
  
  I do not accept the business's response as a resolution to my complaint because it is clear that their version of events manipulates the facts and relies on retroactively altered documentation.

  Alteration of Documentation: The company states that the "correct total for my move, per the Sales Order, was $1,931.35. However, the Sales Order I signed on the day of the move reflected a total of $1,100.00, which I paid in full and attached to the original complaint. The so-called "corrected documentation" was only shared with me after the fact and does not align with the original agreement. The companys attempt to retroactively revise the total charge constitutes a clear manipulation of records and calls into question their integrity in this matter.

  Discrepancy in the *** Error Explanation: The company claims that a *** was "incorrectly generated by the driver" and that this error led to a misunderstanding. However, the movers called their office on the day of the move to adjust the total cost to $1,100.00 based on the actual workloada process that was explicitly approved by their office. This approved adjustment was then provided to me as the final total which is where the $1,100.00 came from. The suggestion that this was a driver error is inaccurate and a misrepresentation of the events.

  Misrepresentation of Customer Communication: The company asserts that they provided clarity through subsequent communications, yet the majority of their correspondence has focused on pushing the unjustified $194.35 balance, ignoring my requests for clarification regarding how that total was calculated which was certainly not addressed by then providing the altered documentation. This approach has been anything but transparent.
  

  Collections Process and Ethical Concerns: While the company states that collections are used only as a last resort, their continued pursuit of an illegitimate chargedespite acknowledging their own internal erroris unethical. The attempt to reconcile records by retroactively adjusting documentation borders on fraudulent behavior and raises serious legal and ethical concerns.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,
  Thank you for providing the opportunity to respond to Ms. ******* concerns. I would like to address her allegations and provide clarity regarding this matter.
  Ms. ******* move was priced at a flat fee of $1,737.35. Additionally, a $194.00 valuation charge was included, bringing the total cost of the move to $1,931.35. To date, Ms. ****** has paid $637.00 as a deposit and $1,100.00 on the day of the move, leaving a remaining balance of $194.35.
  The confusion regarding the $1,100.00 payment stems from a Digital Sales Order (DSO) mistakenly generated by the driver on the day of the move. This error incorrectly reflected $1,100 as the total amount owed, which was not accurate. While we regret the error, the remaining balance of $194.35 is valid and consistent with the agreed-upon total.
  Ms. ****** has received her receipt for the $1,100.00 payment, and we regret any delay in providing this documentation. However, the outstanding balance of $194.35 has been clearly communicated and remains unpaid.
  Regarding Ms. ******* claim that collections efforts are predatory or unethical, we assure the BBB that pursuing collections for unpaid balances is a standard business practice. We have made every effort to provide transparency throughout this process and have consistently offered Ms. ****** the opportunity to provide documentation if she believes the balance has already been paid.
  We remain open to resolving this matter amicably. If we do not receive payment or documentation verifying that the balance has been settled, the account will be referred to collections as per our policy.
  While we understand Ms. ******* frustration, the balance of $194.35 is valid and due, supported by the documentation and policies in place. We are committed to resolving this matter while maintaining professional and transparent communication.
  Thank you for your attention to this matter. Please let us know if you require any further information or documentation.
  Sincerely,
  ******* *********
  Regional Manager for ***********
  TWO MEN AND A TRUCK

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22611772
  
  I do not accept the business's response as a resolution to my complaint because of the inaccuracies and omissions in their response, particularly concerning proper documents such as the Bill of Lading and final truck weightdocuments that are required under federal regulations and have still not been provided, despite repeated requests.

  The flat fee Mr. ********* refers to is incorrect. Today (12/13/24), after several weeks of requests, the business sent me the pre move estimate and estimate details documents. I have attached the documents here. Upon reviewing the pre-move estimate, its clear that the total charges were actually higher than $1,931.35, which leaves significant confusion regarding how these numbers were calculated and what totals he is refencing at any given point in this dispute. Specifically, the breakdown of charges and the inclusion of the $194.00 remain unclear.
  

  Furthermore, on the Digital Sales Order (DSO) that I signed on the day of the move (and included in my original BBB complaint above), the $194.00 valuation charge is explicitly stated as being included in the $1,100.00 total. This creates additional confusion, as the company is now attempting to separate this charge, despite it being reflected as part of the total amount at the time of service. 

  The $1,100 Payment and DSO Error: ******************* acknowledges that the Digital Sales Order (DSO) generated by the driver was incorrect, the issue lies in the fact that I was provided a final total of $1,100.00, which I paid in full that day. The company then claims that there is a remaining balance of $194.35, but I must emphasize that the $1,100.00 payment was the total after the move was adjusted for the actual scope of work. To date, no sufficient documentation has been provided to show why an additional $194.35 should be owed.

  Failure to Provide the Bill of Lading and Final Truck Weight: The most critical issue in this case is the companys consistent failure to provide the documents. The Bill of Lading and final truck weight are still missing, which I have requested several timesboth through my direct inquiries and through the corporate office. These documents are required by federal law under the ***** regulations, and their absence raises serious concerns about the accuracy and legitimacy of the charges being presented to me. I have made multiple requests over the past weeks for these documents, but they have yet to be supplied with other documents only being given to me today. The Bill of Lading is a fundamental document that details the services provided, and the final truck weight is necessary to validate the charges. Without these, I cannot verify the accuracy of the costs, and the companys refusal to provide them is both troubling and non-compliant with industry standards.

  Collections Practices: The company continues to insist that the balance of $194.35 is valid and will be sent to collections today, Friday December 13th if not paid. I find this approach to be concerning, especially given the ongoing lack of transparency in the documentation they have provided. As Ive outlined, without the required documentation, I am unable to verify the charges and cannot be expected to pay a disputed balance. I would also like to remind the company that threatening to send this matter to collections without providing the proper documentation is unethical and potentially a violation of consumer protection laws.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 filed a claim with Two Men and a Truck (#***-678) after the movers damaged a wall and a piece of furniture on 10/30/2023. We submitted pictures and proper paperwork and because part of the chargers included an insurance fee, we were told they would get one of there vendors to repair the damages. Needless to say we heard nothing after the initial agreement to follow through with repair. Several phone messages and emails have been left with the company and we have gotten no response.