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

  3469 Tylersville Rd Hamilton, OH 45015-5556

  
• 

  Two Men and A Truck

  1091 Reading Road Mason, OH 45040

  

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:09/21/2023

  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.

  8-19-23 2 men and truck moved me from Georgetown to Frankfort. One of the staff was very unprofessional and repeatedly told me they were not going to move things to the upstairs apartment. Lots of my furniture was dropped and my antique corner self had a piece on it that the one guy said he was going to take off I told him no but when we got to new apartment it was off. The washer did not work after it was hooked up it will continuously run on whatever cycle its on. I paid almost $900 to move and my washer is tore up. they said they would only give me $233 for both pieces damaged and I haven't received anything as of 9-12-23 nor is it enough to even get the washer fixed. I have video of the washer and pictures of the corner shelf. also had three other people there to witness this.

  

  Business Response

  Date: 09/26/2023

  ****** 

  We apologize for the trouble with your reimbursement check being delayed. It was brought to our attention that it was returned to us due to an invalid mailing address. Our management team will be delivering your check today. Please let us know if there is anything further we can do to help, thank you! 

  

  Business Response

  Date: 10/04/2023

  ****** 

  The valuation is offered at the beginning of the move, this offer is available to every customer just in case there are any unfortunate accidents during the moving process. Unfortunately this can not be elected once a move is complete. The Reimbursement you received is the liable dollar amount for the valuation option that you chose and signed for, at this time we unfortunately will not be able to do anything further. Please let us know if there is anything further we can help you with. Thank you!

  Customer Answer

  Date: 10/04/2023

  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.  When people hire you to move their stuff they expect professional people to come and that are going to handle your stuff with care,   However you already knew that there was a problem with one of your employees mishandling customers stuff and sent him anyway ( according to your manager *** who said that he had already been warned).  Therefore my stuff got broken.  Do you think I would hire a company that values my stuff at the price they charge to move even though your people treated as such.  Why isn't all of this paper work sent prior to the move so people are aware that you only value anything they have at sixty cents per pound.   This is the worst experience I've ever had with movers.  I used little guy movers and had no problems with them however I thought I would give you all a try since you all were closer for this move but I will NEVER make that mistake again. 
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:09/13/2023

  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.

  Two Men And A Truck Damaged an Armoire and the Front Step/Threshold to my house . When the Moving Men showed up to move my furniture, I warned them that the Armoire was very heavy and explained to them how it was moved by the Furniture Delivery people using the Strap System when it was delivered initially. The Movers told me they don't use the Strap System, so they tried to move it on their own. When they got the Armoire wedged in the stairwell of the apartment I was moving from, I had to help them get it down the steps and that's when they scratched ,dented and tore the handle off it. When the Movers offloaded the Armoire, they had it on a heavy duty dolly and rested it on the front step of the house and cracked the step. Finally when they got the Armoire up the steps, which I had to help again, they cracked the base of it while putting the heavy top part on it.

  

  Business Response

  Date: 09/13/2023

  Hello ******** After speaking with our local management team, we have determined you have resolved your compliant with our General Manager, Greg H******. In regards to your damaged armoire, we are sending you a reimbursement check in the amount of $320. This dollar amount was determined based upon the valuation option ($0.60 per pound) you had signed off on and selected on the date of your move. In regards to the damaged stone step, we have received your replacement stone to our warehouse and are scheduled to deliver to you on Friday 9/15 between 12pm and 1pm. If you have any additional questions or concerns, please give us a call at ***** ********.

  Customer Answer

  Date: 10/16/2023

  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 don't know who ********* is, but I tried to call Greg Hi***** to follow up from our the last time we spoke and wound up speaking with Galveston M*****, he informed me over the phone and e-mail that a Contractor was coming out today to give them as estimate for installing the threshold. We'll see what happens.

  

  Business Response

  Date: 10/26/2023

  Mr. *********

   

  We see that your repair date has been scheduled, please let us know if there is anything further we can do to help. Thank you!

• Initial Complaint

  Date:09/07/2023

  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 two men and a truck to move me from ***** ***** to ***** *****. They sent three guys to move the items and several of the items were too heavy for one of the movers. That resulted in several items of furniture being damaged, either directly in front of me, watching it or sometime during the moving process. It also resulted in a lot of scratches on the floor, steps and staircase.
  
  Additionally, the two guys at the leader of the group could not figure out how to reassemble two beds. They spent over an hour, attempting to reassemble it, and I stepped in along with the lead mover, and we assembled it was in a matter of 10 minutes.
  
  I gave these complaints to the manager george and he agreed to refund me one hour of the total crew as well as reconcile some of the damages. I told him I would do the cleaning of the upholstered items that were dragged on the floor and he would do the wood and furniture repairs as well as the wood flooring repairs.
  
  I never received the $260 (one hour refund) and the damaged mirror was not repairable as well as the floor repairs wore off after two weeks of normal floor traffic.
  
  I sent several emails to George and he said he would look into why the refund had not occurred but never responded to the mirror that was not repairable or the floors that showed the damage again.
  
  I have the full email string that I can share.

  

  Business Response

  Date: 09/11/2023

  Hello ****. Thank you for bringing this payout issue to our attention. I have forwarded this concern to our management team here in Mason OH. Our claims manager will be giving you a call by the end of the business day to resolve this issue. We are also available by phone call at ###-###-####.

• Initial Complaint

  Date:09/06/2023

  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 contracted with Two Men and a Truck to pack and move my home. I discussed with sales rep that we had a LOT of things to be moved including many dish sets and several bookcases full of books and various items. I also let them know the "big" items to move and what would require special attention (eg, artwork, pinball machine).
  
  There was no pre-move evaluation of what was to be packed/moved which I found odd. They assured me that they had a planning tool which did all calculations and identified what would be needed (ie, size of van, number of boxes, etc).
  
  The price was reasonable so I booked the move.
  
  On day of move, 5 workers arrived around 8:30 am and worked until about 5 pm. One of workers needed to get more boxes since they miscalculated. About half the house fit on van provided. The team worked until after 10 pm moving boxes into house and placing furniture. [In unpacking, we have found many boxes weren't labeled correctly and miscellaneous items just thrown into boxes.]
  
  I was concerned that since the company woefully underplanned for the move that I didn't want to pay the added costs for getting rest of possessions. I spoke with night manager for the workers who assured me I wouldn't have to pay for additional van.
  
  However, when I spoke with sales, they said I had to pay. I asked them to research and spoke with several individuals at the company about this. And I didn't agree with paying (the cost for second van was more than I had paid for initial packing and moving).
  
  On day of move 2, my son went to our former home to oversee the workers. I had thought if they booked the second move, they did their research. They had not and presented my son with another invoice to sign when I had not given my approval. They definitely had me over a barrel.
  
  My son and I discussed options and we decided to send them on their way and ended up renting a moving truck ourselves and my son called in favors to his friends to help. BUYER BEWARE!!!

  

  Business Response

  Date: 09/11/2023

  Hello *******. Thank you for reaching out in regards to your concerns with your recent move with us. After speaking with our management team here in ************, it appears that there were more inventory items than expected from your original estimate. This increase in items had resulted in the need for an additional truck which would be considered billable. If you have any questions or concerns, please give our office a call at ###-###-####.

   

• Initial Complaint

  Date:08/01/2023

  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.

  reference complaint #********.
  I was advised to agree to resolve the complaint as company made a plan to complete repairs Tuesday. Two Tuesdays have passed and repair has not been made. I would like to reiterate that I fear that my elderly neighbors whose home was damaged are being taken advantage of and damage caused by the moving van may be further damaging their home with the leak. This gutter needs to be replaced. This accident happened in January. Eight months seems exceedingly too long.

  

  Business Response

  Date: 08/04/2023

  Hello ****. Our claims manager George had scheduled ****** ******** for the repair to be completed on Friday 8/4/2023. If there are any other questions or concerns, please reach out to us at ###-###-####.

  Customer Answer

  Date: 08/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that achieving a resolution after 7 months is satisfactory to me.  I am grateful for a resource such as the BBB to support consumers.
  
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:07/10/2023

  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.

  January 2023, hired Two men and a Truck to move my belongings to my new home. The crew who reported incurred 3 'major' damages in this process. Crushed a newel post in the house- repair taken care of. Damaged antique china cabinet-paid for repair. What has not been resolved, is upon arrival to the house, driver backed his truck into my next door neighbors home, crushing the gutter. I have had more conversations emails and texts with the settlement manager named George than I could count, with no appreciable action to make repair. Loads of excuses about needing estimates, and guy cant get there, etc.
  These neighbors are elderly and I fear they are being taken advantage of. I also feel responsible as it was my mover who damaged their house. Further, this gutter damaged in January of this year may now be leaking, causing further damage to their home. I have spent over 6 months trying to get this company to take responsibility for their actions but have not been able to get this issue resolved. I would really appreciate any help or advice you have to offer.

  

  Business Response

  Date: 07/18/2023

  Hello ****. Thank you for bringing this to our attention. We sincerely apologize for the damages that happened on your move. In regards to your neighbor's gutter, we have attempted to schedule appointments with multiple repair vendors and unfortunately they have not completed the repair. Our claims manager, George will be giving you a call within the next 24 hours to coordinate an appointment with a new gutter repair company. We aim to resolve this damage in a timely manner. Please give us a call at ###-###-#### if you have any additional questions in regards to this.

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find yet another disappointment in promises unfulfilled.  George said he would be calling to arrange repair within 24 hours.  That time has passed, again.  This incident happened SEVEN months ago.  

  
  **** *******
  
  

  

  Business Response

  Date: 07/24/2023

  Hello ****. George has received quotes back from multiple vendors for the repair on your neighbor's gutter and we are ready to move forward to get this handled, as soon as possible. George will be giving you a call by the end of today with an expected date of service from our repair vendor. Please give us a call back at ###-###-#### if you have any further questions or concerns.

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and George did call to say the repair is scheduled for Tuesday.

  I have been told this a time or three previously, so will reserve comment until repairs are complete.
  
  
  
  Regards,
  
  
  
  **** *******
  
  

• Initial Complaint

  Date:06/27/2023

  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 recently booked a move on 06/16/2023 and had everything go well but what didn’t go well was during the move the movers opened one of my sealed boxes and took cash out of it($250) They also failed to put two items back together that they took apart. One of the items the screws that hold it together are nowhere to be found. I contacted the company on 6/20/2023 and 06/27/2023 to advise them of the situation and was told they would not be looking into it and I was basically out of luck. If you value your stuff then make sure you keep an eye on the moving team every step of the way because no one can be trusted. Not even movers that have supposedly been through a background check. I will never be using their services in the future due to the unprofessional manner this situation was handled.

  

  Business Response

  Date: 06/29/2023

  Hi ***, 

  we are aware that you spoke with our General Manager, Keith, about this situation. We know he was able to complete an internal investigation but was not able to find anything conclusive to prove this claim. As he mentioned, if your feel this truly happened we would recommend filing a police report and we will comply with any request for that investigation. We are truly sorry for this inconvenience and hope it can be resolved. Thank you!

  Customer Answer

  Date: 06/29/2023

  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.
  
  
  Regards,
  
  
  
  *** *********
  

  

  Business Response

  Date: 06/29/2023

  ***, our operations team will also be coming out onsite reassemble your furniture. They will provide additional hardware if needed. 

• Initial Complaint

  Date:06/22/2023

  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.

  Deposit of $100 made on 5/31/2023 for move to be performed on 6/3/2023.
  After arriving on 6/3/2023 movers refused to perform the work citing because of mouse droppings in the house and was told verbally that no charges would be incurred.
  On 6/22/2023 I called Two Men and A Truck since my credit card was still not showing my deposit being credited back to my account. Talked to a person named Bella and she refused to credit my account since she said a 48 hour cancel policy was required. My point of view is that Two Men & a Truck CANCELLED ON ME after that 48 hour period by refusing to perform the work. She still refused a credit to me.
  Invoice Estimate No: **************
  Estimator: Casey M******
  Two Men & a Truck
  11807 Reading Rd
  Cincinnati, OH 4524###-###-####

  

  Business Response

  Date: 06/29/2023

  Hi *******,

  We are sorry this was not explained better when you called. The 48 hour cancellation policy refers to customer cancelling on short notice. In the pre-move letter that was emailed to you when you booked your move, it explains that if our team is dispatched to a move site and the move is cancelled for any reason such as no show from customer, customer not prepared and packed, unsanitary conditions, etc, that the $100 deposit will not be refunded because this covers the dispatch fee for our moving team. I hope this explains the situation better. Please let us know if there is anything we can do in the future to help. Thank you!

• Initial Complaint

  Date:05/19/2023

  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 used this company in February of 2023 and May 2023. In February I was charged $185 an hour and in May 2023 I was charged $165 an hour. In February I had an entire house full of furniture moved. In May I had a quarter of that furniture moved. My final bill in May was more than my bill in February. I am not understanding the math as my hourly rate was lower in February as well as fewer items were moved. In February two beds were taken apart and reassembled in May two beds were taken down and one was reassembled. Other than the final bill the move was smooth and the movers were polite and professional. Please review as this appears to be a miscalculation.

  

  Business Response

  Date: 05/25/2023

  ***, 

  Our local General Manager, Drake, tried to reach you by phone and was unsuccessful. We would like to help resolve any concerns, please give us a call at ###-###-#### and ask to speak with Drake. We look for to hearing from you! 

  Customer Answer

  Date: 05/25/2023

  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.
  
  
  Regards,
  
  
  
  *** ********
  

  Customer Answer

  Date: 05/25/2023

  I left a message for Drake and did not to my knowledge receive a call back.  I also send a email and have not received a response.

  

  Business Response

  Date: 05/27/2023

  ***, 

  Drake will try to reach you again when he returns to the office on Tuesday. Our office is closed for the Holiday on Monday. 

• Initial Complaint

  Date:04/28/2023

  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 was promised that my move to ******* from ************ ********** ** for corporate relocation would be completed between 4/17 and 4/25. After that expectation was missed, I have been mishandled and disrespected numerous times and am now learning that the best case was 4/25 and worst case 5/1. I was never told that. I have incurred serious costs due to having to live in a hotel room while paying for an apartment I cannot live in for an extended period of time. I would not have selected Two Men if they had told me months ago when I selected them over NA Van Lines and others that my move would take almost 3 weeks (my move-out date was 4/14). I have been mishandled rudely by inexperienced management, complaining, dispirited and late movers who took excessive personal calls during the move lengthening the time, and treated coarsely and disrespectfully. Conversely, the ******* office (where I am moving) has tried to be helpful, but they also have been hamstrung by the ************ office and them blaming their 3rd party partner Estes.
  
  I would like senior management of the corporate office to contact me and explain and take accountability. I would like the ************ office to be sanctioned or at least spoken to regarding their unprofessionalism and failure on my behalf. And I would like a refund to me personally for each day that passes from 4/25 to when I receive my goods. Not to my corporate credit card my company didn't have to suffer through this I DID.

  

  Business Response

  Date: 05/08/2023

  ****,

  We are sorry that your move did not go as you planned. to address the concerns regarding the delivery date, if you refer back to the document labeled Pre-move letter that you attached to this complaint that was sent to you during the booking process you will see that it shows a pickup date of 4/14 with an expected delivery range of 04/25 to 5/1. We are not sure where the confusion was with the delivery dates you mentioned because this document was sent to you when you booked your move and it clearly states the date range that our team told you and the shipment arrived in that window meeting the agreement of the contract. I know you have spoke with our Local GM, Greg, if you have any further questions please feel free to reach back out to Greg.