Complaints

This profile includes complaints for Two Men and A Truck's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Two Men and A Truck

  11807 Reading Rd Cincinnati, OH 45241-1545

  
• 

  Two Men and A Truck

  1091 Reading Road Mason, OH 45040

  
• 

  Two Men and A Truck

  3469 Tylersville Rd Hamilton, OH 45015-5556

  

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:06/14/2024

  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.

  I used Two Men and a Truck twice, last year for my out-of-state move from ******* to ***********, and this year for a local move where my move from and to addresses were 13 minutes apart. My move was scheduled for 1:30 PM on 5/30/2024. My furniture and items are the same as they were last year, everything was packed and ready to go. The move began five hours late; the movers were irrational and dishonest with my property and time. They were purposely moving slowly to stretch the move time out as long as they could. They arrived at 6:36 PM, came through the front entrance where you could see the numbers on each of the two buildings that were present, yet they intentionally drove to the back of the buildings and sat in the truck for 15 minutes before calling me to say they couldn't find my building. I had 2 extra small boxes, 6 small boxes, and other light weighted items that they were loading and unloading in/out one at a time, instead of stacking them on a dolly and moving them all at once. Between the two movers they chose to use one dolly in the most least effective way. When the truck was completely loaded at my old address, they sat in the truck for 10 minutes before I left to go to the new apartment. When I arrived, I waited an additional 15 minutes before they arrived; again, they sat in the truck for 10 minutes before they began unloading the truck. My pure wood dresser, nightstand, and bed were damaged because the movers wrapped the dresser and stand with plastic instead of the quilted wrap material; and the bed was moved without any covering. My 3-rack metal frame storage unit was damaged because the convex clips that snapped in place were literally broken in half per piece, so there's nothing to hold each shelf in place and one of the leveling feet pieces is completely missing. This move should have only taken 2.5 hours at the most to complete. The total charge to my account was $693.75 and I would like $277.50 of that refunded.

  

  Business Response

  Date: 06/21/2024

  Hi *********,

  We would like to help you get your concerns resolved, please give us a call at out office ###-###-#### and ask to speak with our General Manager, Richard. Thanks!

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  At this point, I will only communicate with Two Men and a Truck in writing, hence this written BBB complaint. I spoke with Richard twice on 5/30/2024; he is the manager that assigned the two movers that completed my move at the last minute. He was well aware of the huge inconvenience that I was already experiencing with the five hour delay, yet he didn't execute any customer service to me by at least giving me a courtesy follow-up call to see how the move went. I was overcharged because your movers deliberately completed the move in a dishonorable manner by exercising time consuming tactics like sitting in the truck aimlessly 10-15 minutes at a time during different intervals of the move, bringing extra small boxes and other light weighted items in/out one at a time, and using one hand truck (dolly), instead of two, for a move that was mostly boxes. The Two Men and a Truck movers from last year loaded the same furniture and items, which included disassembling my bed and properly wrapping my dresser and nightstand, in an hour and a half. And it only took them 45 minutes to unload everything which included reassembling my bed. They used two hand trucks and had no incentive to overstate or drag out the time because the rate was fixed. My original quote was $416.25 - $601.25 for an estimated duration of 2.25-3.25 hours; since the actual duration of my move was dishonorably overstated, I think it's fair to pay the lower end of the quote. The resolution that I seek is a refund of $277.50 which can be returned to my original form of payment or you are welcome to send me a check. 
  
  
  Regards,
  
  
  
  ********* *****
  
  

  

  Business Response

  Date: 07/12/2024

  Hi *********,

  If you would not like to speak over the Phone and would like to communicate through written correspondence, please feel free to email our local General Manager, Richard, at ******************************. Thank you. 

  Customer Answer

  Date: 07/19/2024

  
  
  My contact information was included with my BBB complaint but it is also listed below.
  
  ********* *****
  **** ******* ***
  *** *
  ********** ** *****
  ###-###-####
  ************************
  
  The pre-move confirmation is attached and is the only thing that I have to give you for your contract request. I'm seeking a refund of $277.50 because this is the amount that I was overcharged due to the movers using time consuming tactics like sitting in the truck aimlessly in 10-15 minute intervals upon arrival, once the truck was loaded, and when they arrived at the move-to address. The move-to address was a 13-minute drive according to ****** Maps and it took them at least 30 minutes to arrive. When they were loading and unloading the truck, they were carrying extra small boxes and other lightweight items in/out one at a time instead of using a hand truck to stack multiple boxes at a time. They only used one hand truck instead of two. I also highlighted in my complaint the damage that was done to my property - my hardwood dresser was damaged because they wrapped it with plastic instead of the quilted covering that was used by Two Men and a Truck movers last year; the damage is consistent with my dresser being dropped and dragged. My hardwood bed frame wasn't wrapped at all and the damage to it is consistent with it being dropped, dragged, and bang against the walls and truck. My microfiber ottoman became filthy from not being wrapped and properly secured in the truck. My 3-rack metal frame storage unit was damaged because the convex clips that snapped in place were literally broken in half per piece, so there's nothing to hold each shelf in place and one of the leveling feet pieces is completely missing.
  
  Please keep in mind that Two Men and a Truck completed my move last year and the amount of furniture and items that I have is the same as last year. It took the movers from last year an hour and a half to load the truck and 45 minutes to unload the truck which included properly wrapping my furniture and the initial and final walkthroughs. They used two hand trucks, my hardwood items were wrapped with the quilted coverings, and they made sure there was no significant damage to my property by completing a final walkthrough. This move should have only taken two hours and thirty minutes at the most to complete. I also mentioned these details in my BBB complaint as well.
  
  Please let me know if you need any additional information.
  
  Thank you,
  
  ********* *****

• Initial Complaint

  Date:06/05/2024

  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.

  Service Date: Feb. 27, 2024; Sales Order # **************; Movers P***r, H****s, M***y;
  
  Poor Planning: A moving team that failed to adequately plan the logistics of the move, such as packing, transportation, and timing, which caused disruptions and inefficiencies during the relocation process and higher expense based on greater hourly rate.
  
  Inadequate Equipment: Moving team didn't have the necessary equipment, such as screw guns, etc. which resulted in damage to office door frames, and furniture being taken apart and not reassembled.
  
  Careless Handling: Rough handling of items during packing, loading, transportation, and unloading led to damage to furniture, causing inconvenience and costs to reassemble furniture.
  
  Lack of Experience: Inexperienced movers struggled with efficiently handling office furniture and struggled to complete within an expected timeframe, leading to extended downtime for the office and productivity losses for office.
  
  Unprofessionalism: Movers displayed unprofessional behavior, such as shouting, making personal calls, indicating that they were not trained on furniture disassembly, and lack of respect for the office environment.
  
  Lack of Organization: Disorganized movers struggled to keep track of furniture parts during the move, leading to misplaced items and causing unnecessary stress for the office staff.

  

  Business Response

  Date: 06/07/2024

  Hi ****,

  I am sorry to her you had a bad experience. unfortunately, I believe you may have reached the wrong location, it looks like you were working with the ********** ** location and you have reached the ************ ** location. Each franchise is independently owned and operated. You can reach the ********** location at *******************.  Please let me know if there is anything further i can do to assist you! 

  Customer Answer

  Date: 08/22/2024

  Here is the information for Two Men and A Truck who refuse to respond to any concerns since April 2024.

   

  **** ******** **
  *****
  ************** ** *****
  United States
  ************
  Open Today!

   

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

   

  **** ******* 

  

  Business Response

  Date: 09/20/2024

  Understood. 

   

  You have reached the **********, ** location, each franchise is independently owned and operated. Unfortunately we do not own or operate the ********** location. You can reach out to ***********************, this will get you to our corporate office and they will help get you in contact with the correct location. 

• Initial Complaint

  Date:05/13/2024

  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.

  Hello,
  
  On March 16th Two Men and a Truck moved me from my home in ********* to my new one in ******** **. In the process, they damaged a dresser that was less than a year old valued at $2,499 (before shipping fees). I opted for the insurance at $180 and they are not upholding that contract. The dresser sustained chipped wood, and they advised they would arrange for a company called ******* ******* to come out. A touch up crayon was used and the damaged was not repaired. I explained this to Tow Men and a Truck and they arranged for someone else to come back out to repair the dresser. This resulted in further damage (additional wood chipped from the front and dripped paint along the perimeter) at this point I have done everything they’ve advised, but have not been indemnified. I’m hoping for some help in resolving the original damage they caused as well as the new damage from the most recent repair attempt. I have photo evidence of where they scuffed my doorway trim during the most recent attempt at repair to support the additional damage. Any help would be greatly appreciated.

  

  Business Response

  Date: 05/20/2024

  Hi ******,

  We were informed that you were able to come to a resolution on your damage claim with the local management team. We are glad to hear that this has been resolved, please let us know if there is anything else we can do for you in the future. Thank you!

  Customer Answer

  Date: 05/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *********
  

• Initial Complaint

  Date:05/02/2024

  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.

  Two Men and A Truck damaged our dresser and Peloton during our move on 4/25 and 4/26. We were told someone would reach out to us about having these items repaired within 48 hours and nobody ever called. I called and spoke with a manager (******) on 4/29 and he promised to expedite the process. After hearing nothing back, my husband called and spoke with the same manager (******) on 5/2 and were told they have no record of the damage. I've emailed them the attached damage reports today. We paid them to pack and move us. They estimated it would take two men 8 to 9 hours to move us and we ended up having to pay for three men to move us and it took them over 12 hours, plus an additional day of 5 or 6 hours. They showed up without sharpies, didn't wrap breakables, didn't label boxes, cursed in front of us, and tried to discourage my husband from entering the damage reports by telling them they would lose their jobs. ****** told me he would talk to the movers and get back to me when I voiced my complaints with him on 4/29. He never followed up and all he did was say he was sorry during the initial. This was a complete waste of over $5,000 dollars.

  

  Business Response

  Date: 05/09/2024

  Hi Christina,

  We confirmed that you have been in contact with our General Manager, ****** Ewing, he will continue to work with you to resolve any concerns or issues with your move. Please let me know if there is anything further we can do to help. Thank you!

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21658148, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Christina Beres
  

• Initial Complaint

  Date:04/16/2024

  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 hired this company to provide moving services at the end of September 2023. I made the reservation a couple of months before and specified the time when I needed the service, which was first thing in the morning. Movers arrived at noon, causing a huge delay and they came from another move, so they were already tired. One of them spent the majority of the time trying to flirt with me and my girlfriend, while the other two moved everything and kept dropping boxes. Once we finally arrived to the new address, as they moved everything in, I noticed that if not all, b it the majority of my furniture damaged, including my couch, which up until that point was in pristine condition. They also damaged the floor at my new place.
  After the whole ordeal, all I asked for was to fix what they broke and replace the damaged couch. They have sent contractors to “fix” the floor and some furniture, which even when they did a poor job, I let go, but the couch is still an issue. They keep ignoring my emails and it seems like they are dodging my phone calls now as they are always in a meeting when I call. It has been almost 6 months as we are almost at the end of March 2024, and they won’t give me a solution. I provided as requested, an option for them to look at as to what the closest version to my couch would be so that we can speed up the process, and I have sent a lot of pictures to them, including the damage to the couch as well as receipts, yet I haven’t heard anything back from them.
  I told them I do not want a check, all I want and need is for my couch to be replaced, yet I still haven’t heard anything, and it is getting really tedious to call and never get a response.

  

  Business Response

  Date: 04/22/2024

  Hi ********,

  We truly apologize for the inconvenience this has caused. We have asked our Director of Operations, Jordan K*****, to work with our local GM, Keith C******* to get this resolved for you immediately. You will receive a call from one of these gentle in the next 48 to 72 hours. Please let me know if there is anything further I can do to help, thank you! 

  Customer Answer

  Date: 05/03/2024

  Unfortunately I cannot provide any information regarding my claim at this time, as the managers taking care of the claim are never in office or are always busy, and despite all my messages and attempts to get an answer from them, they never call me back. 
  It has now been now 8 months since the claim was entered, and they have yet to actually get back to me when they say they will. 
  I will keep calling and making attempts to get the response I need, however this is the most unresponsive company I have ever worked with. 

  

  Business Response

  Date: 05/17/2024

  *********, please reach out to the office directly and ask to speak to the general manager. 

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  

  It took around 8 months to resolve the issue, however after a long time of going back and forward, I have received compensation for my damaged furniture. 
  

  I can say that it was very difficult to get responses and the general manager barely ever responded to me, so my feedback to the particular branch I worked with (******** branch) is that they should be more customer oriented. 

  
  Regards,
  
  
  
  ******** ******
  
  

• Initial Complaint

  Date:03/11/2024

  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.

  Was quoted initially $250 twice on 2 different occasions before my paid by deposit of. After I paid my deposit I received a reciept showing $312 and after calling back and asking why the price different, the lady expressed well they must not have explained everything to you. She said theirs a valuation charge that’s optional (but yet they added it anyways) said the movers will explain everything but movers showed up and not much was explained. I also asked about my deposit and if I would just pay the remaining balance from the $250 since I had paid already paid. She said yes, she didn’t say any additional charges or anything. So I was under the impression that I’d just have $150 left but movers came and did their job, when it was time to pay my total came out to $$435 which includes the tip that I’m aware of.
  
  Also The guy with the iPad didn’t really explain much and when they called me early morning saying they can come earlier, I asked them do I need to buy any boxes for my tv since I didn’t have one. They said no we have all the supplies. When they showed up they had me sign a release of liability since I didn’t have it wrapped up in a box when I clearly asked before they showed up if I needed to buy one from them and them stating they had the supplies and I didn’t need to buy one
  
  
  I called this morning and spoke to Laura and she said I will get sent an itemized receipt when I asked about one because the price I was told was wayyyy more than what I was told but have not received anything. I would like to know a breakdown of charges, why I had to sign a ROL for my TV since I didn’t have it a box when I specifically asked them do I need to buy one and then them telling me no

  

  Business Response

  Date: 03/11/2024

  Hi *******,

  I am sorry to hear about the concerns with your move. Unfortunately, I believe you have reached the wrong franchise, as each franchise is independently owned and operated. You have reached the Cincinnati OH location and it looks like your move was completed in TX. If you email our corporate office atCustomerCare.twomen.com they will be able to get you in contact with the correct franchise. Please let me know if there is anything further I can do to help. Have a great day! 

• Initial Complaint

  Date:12/12/2023

  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.

  On December 7th 2023 I used Two men and a truck moving service to move some of my house hold furniture to my new residence. I paid $936.78 for the service. I selected this company after asking questions about liability. I was told they are insured and if anything broke / damaged would be replaced or fixed. The two men loading the truck damaged multiple pieces of furniture and one got their blood on my furniture and tried to cover it up. They have cost me $6000 in damages plus the $936.78 cost in one day. I have called the office multiple times I get the run around every time. We will look into it or someone will call you back. I have yet to receive a call back and a response about this issue being resolved. I have a cream colored leather couch and loveseat. Because of the movers negligence I now have a damaged and stained loveseat, and a stained couch with foot prints and blood on it. The company did not show or have any concerns about the blood on my couch. In the move I also had a damaged electric fireplace. The worker did report that to the company but that issue has yet been resolved also. This is all unprofessional and it seems like the company doesn’t want to take any responsibility for the situation. This is peer negligence of my own personal property.

  

  Business Response

  Date: 12/14/2023

  Hello ******. Thanks for bringing your concerns to our attention. I have spoken with the local management group here in Lexington regarding your concerns. It has been brought to my attention that our operations manager, ****** arrived at your home Wednesday, 12/13/23 to inspect and repair your damaged items. He was able to clean any and all stains on your leather couch and loveseat and disinfect them, as well. ****** was also able to repair the electric fireplace. We are glad we were able to come to a resolution for these damaged items. Please give our office a call at ************ if you have any additional concerns or questions.

• Initial Complaint

  Date:12/05/2023

  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.

  Summary: Incredibly dissatisfied and exploited by the crew. No response/ resolution from management.
  
  I hired 2 men and a truck after receiving a quote for 1100-1300. The crew showed up 40 minutes after telling me they left (and told me on-site they were charging for the entire hour they were allegedly driving to my home) and then took their sweet time loading and unloading because they were under the impression I had $4000 to spend on the move. Once my items were nearly all loaded, there was an incredibly obvious slow down in productivity, as well as an improper loading of their truck that resulted on some of my items (that we specifically requested they load first) being left behind. Once about 75% of my items were on the truck, the crew leader provided more estimates- that we were forced to sign, since they now had so much of my propery on their truck. When we got to the storage unit they unloaded just as slowly and began packing my unit just as haphazardly as their truck. I eventually told them they needed to unload the truck only and stop as they said the new total was much more than quoted. The crew leader showed me three totals- one for 1200 to which he made unexplained adjustments, then another for 1570 which he said was the total before driving back to the shop (30 minutes) then suddenly 1720 including the driving time. I paid in full but called the office the next business day to file a complaint-as I told the crew leader I was going to do. The manager, ***** never once called me back. I had to keep calling for updates. He eventually told me his financial department was refusing a refund of any kind because the times billed were "correct" - entirely missing the point. Crew broke a dollhouse built by my grandfather as well.
  
  I ended up loading the unit myself, and we actually had to redo the portion they did.
  
  Incredibly dishonest and unethical.

  

  Business Response

  Date: 12/08/2023

  Hello ******. We have reviewed your recent concerns regarding your move with us on 11/11/2023. I have also spoken with our local management team and crew members that you had been in contact with during and after your move with us. After reviewing all of our system notes, I have included all documentation regarding your concerns. Your original estimate we had sent you via email prior to the move was for 5.0 to 6.0 hours for a total of $1300-$1560. (see attached)
  
  Upon arriving to your home, our crew had discovered there were more items than expected in addition to boxes that were not properly packed. We require all boxes to be shut and sealed in order to stack our truck appropriately and efficiently. Our moving crew presented a revision of estimate of 7.0-8.0 hours with a new estimated cost of $1820-$2080. (See Attached) We completed your move in 7.0 hours charging a total of $1,820. (See attached) After your move was completed, our general manager, Andrew H*****, had reviewed the truck GPS to ensure you were billed correctly and had confirmed these details over the phone with you. 
  
  In regards to your damaged doll house, **** had sent over a damage report for you to fill out via email and we have not received pictures of the damaged item. If you will send over a picture of the dollhouse, we will take the appropriate steps to get this resolved.
  
  Thank you for bringing your concerns to our attention.

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:11/30/2023

  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.

  9/26/23: Trucks loaded. “Previous Damage Report” (attached) signed by ****** (team lead) and homeowner.
  9/27/23: Trucks unloaded. Notified by mover ***** during the move that dining table was rocking.
  Paid $4147. 94
  
  Called main office, ****** (move team lead), and ***** (move manager) 6 times regarding damages with no response from 9/28/23-10/3/23.
  
  
  
  ***Please refer to attachment titled "Two men and a truck move damage" for a detailed report of interactions from 9/26/23-11/28/23 between customer, ***** *******s (move manager), and ********* M***** (operations manager).***
  
  
  
  11/25/23 9:08am: Received phone call from Isaiah (employee) stating he will be at our house at 10:30 to “check out the table and tighten some screws”. ****** and ***** (not ***** ********) arrived and tightened screws, table still rocked, they went out to get longer/thicker screws, returned at 12, table still rocks with new screws. They said the next step is to schedule them to come back out and bring table to woodworking shop to be repaired. Stated it typically takes 1-2 days in that shop. Said I could request them, as they were very polite and helpful.
  
  
  
  
  11/27/23 3:10 PM: received email from ***** W******s (attached) stating nothing can be done for us. (eventually said that there is no proof that they caused the damage, to which I responded that we have the Previous Damage Report document signed by both parties.)
  11/27/23 4:05 PM: received email from ********* stating “I will be reaching out to ***** to see what’s the holdup I totally apologize for the inconvenience this has caused you”. I responded immediately with questions about *****’s prior email. No response.
  11/28/23: Called main office requested to speak wit* *********. Was told he was in a meeting, receptionist would email him requesting to call me back.
  No response as of 11/30/23.

  

  Business Response

  Date: 12/05/2023

  Hello ******* Thank you for bringing this concern about your table to our attention. I have passed along your comments to the local management team here in Allentown PA (***** ******** and ********* M*****). ***** or ********* will be giving you a call within the next 24 hours in regards to resolving this damage claim. We do apologize for the lack of communication and hope to come to a resolution as soon as possible. If you have not received a call from us within 24 hours, please call our office at *************

  Customer Answer

  Date: 12/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ****

   

  I did not receive a call from the local business within 24 hours, as they stated they would in their response via BBB. 
  I called ************ as instructed in their response, two days after their response. 
  I spoke to ***** T****** who was very kind and apologized for the situation, and he stated that no managers were available to speak to. He said he sent a message to all managers asking someone to call me, and told me that if I didn’t receive a call within an hour, to call him back. 
  I did not receive a call after 2 hours, therefore I called ***** back. 
  He stated that ***** ******** answered him stating that the claim was resolved. 
  I reiterated that the claim was not resolved and asked why I was not called back to be told this. The table has not been fixed, there has been no attempt to replace or reimburse for the damage. The previous damage report signed by both parties states that the table was not broken prior to the move. 
  He placed me on hold to speak to his assistant general manager. He said that the assistant GM needed to wait for the GM, ****, to arrive at the office to discuss this matter, which was estimated to be sometime within the business day. 
  

  

  Business Response

  Date: 01/09/2024

  Hi *******

  We did confirm with the General Manager, ****, that they have been in communication with you and have made the arrangements for pickup of your table to be repaired. Please let us know if there is anyhting further we can do to help you with this situation. Again, we apologize for the delay. Thank you!

• Initial Complaint

  Date:11/01/2023

  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 hired this company to move me to my new apartment. Somewhere between leaving my house, going to lunch and unloading at my apartment, a piece of my furniture disappeared. It was an antique table that contained 4 fold out trays. The drivers deny taking it, so what happened to it? I have talked to the mover *** and told him it was not with my stuff, he said, well you have insurance! *** said he would talk to his partner and let me know if he knows where it is. *** has not gotten back with me. I have texted him at lease 3 times. I spoke to the office 3 days in a row, was told the manager would call me back and has not. Today I called again, was told the manager was in a job interview and would call me back as soon as he was finished, he did not call. I call back later and was told he had to leave the office for something and would not be back today. I have filed a report with the police, and am
  Looking into filing a civil suit. I just want my table back. It was given to me by my dad. I believe one of the men took it. I would appreciate any help getting my table back … Thank you. P.s. moving day was Oct 30th. The table could be valued as much as 10 thousand dollars. They do not make these anymore and it could be well over 60 years old, but I don’t know for sure

  

  Business Response

  Date: 11/09/2023

  ******

  We are aware that you have been working with our operations manager, ***** R******, to resolve your concerns. If you have any further questions, please give the office a call and ***** will be more than happy to help!

  

  Business Response

  Date: 11/22/2023

  Hi ****** 

  I understand that you are still working with our operations department to settle your claim. I will continue to monitor their local communication until a resolution is reached. Please let me know if there is anything further I can do to help. Thank you! 

  Customer Answer

  Date: 11/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** *******

  I have turned this matter over to my insurance company. Two men did nothing but patronize and accuse me of either not having the piece, hiding it myself or just plain out lying to them. I valued the piece at 10,000.00 because I will probably never find another one like it unless I happen to go to an auction or an antique dealer. They offered me a poultry 250.00 for it. It’s worth will over that. I will never do business with them and will tell everyone I know, not to do business with them……