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:04/26/2023

  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.

  Company representative damaged property during move and are refusing responsibility and liability despite individual responsible admitting to causing the damage. Organization claims to have "lost" documentation of said damage are you placing blame on consumer.

  

  Business Response

  Date: 05/11/2023

  ****,

  We are aware that you were able to speak with the Local General Manager to resolve the claim for your damaged exit sign. Please let us know if there is anything further we can do to assist you in the future. We apologize again for the inconvenience this has caused. Thank you! 

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this proposed resolution is satisfactory to me. I will consider this complaint closed when reimbursement for damages is received as was promised. To date, I have been told payment would be sent but am still awaiting receipt of it.

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

  

  Business Response

  Date: 05/18/2023

  ****, I just confirmed with our finance department that this check was cut and mailed on 05/12/23. If you have not already received this in the mail it should be arriving any day now. Thank you for your patience on this matter. 

  Customer Answer

  Date: 05/18/2023

  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:04/24/2023

  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.

  This is a professional moving company that I've used before with no issues; however, on this occasion the level of customer service was unacceptable. The company reps showed on time reviewed what they needed to move to the new location and got to work. During the course of moving my items to the new location, one of the reps completely damaged a bookcase. A damage report was filled out; both the rep and I signed the form. The rep left a copy with me and told me someone would follow up in two business days for a resolution. One week later, I still had not received a callback so I called the number on the damage report form. The customer service rep who answered replied that the local office manager handles those and would call me back. Two business days after that phone call and still no manager phone call, I called the same number and insisted that I talk to someone about a bookcase their company damaged. The reply was that he manager was not in yet but I was assured he could follow up. I received an email later that day from [email protected] stating a claim was created, sorry for the communication gap and since they messed up on the communication he would purchase a replacement bookcase and have it shipped to me. Two weeks after receiving this email, I sent an email asking for the tracking number as the shipment still had not arrived. As of this complaint, I have not received any reply from this Iyan Garza person nor the replacement bookcase. Now when ever I call the number on the damage report, I get a voicemail message to leave a message but the voicemail box is full. I just want to be compensated as offered in that email.

  

  Business Response

  Date: 04/26/2023

  ******, 

  Each franchise is independently owned and operated, I believe you have reached the wrong location. It looks like your move franchise is located in **, you have reached the Cincinnati OH location. Please feel for to reach out to the Two Men And A Truck customer support center and they will be able to help you get connected with your local franchise.

   

   Support Center email contact: ***********************

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the response was this was the wrong location and therefore unable to assist. So I will close the complaint for this office.

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

• Initial Complaint

  Date:03/20/2023

  Type:Product 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.

  We had them move us from ************, ******* to **********, ********. In the process of moving the movers broke my desk and threw it away. It is about 15 miles from one place to the other, and it took them an hour and a half to get to **********, they got lost and ssaid they had to stop for gas. They did 30 minutes off of the time, at least I think they did, they didn't ever send us a receipt. I talked to the manager Rodney E**** and he said that he would send me a $150 check for the loss of the desk. This all happened on March 3rd. We still haven't gotten a check. He ask us not to bash them or complain about them to anyone and with that being said he would send the check. So he was kinda blackmailing us into not complaining about the service. Well here it is March 20th and no check. I called him twice and he told me the check was coming and the last time, he said he would check on it and call me back. He hasn't done that, that was last Thursday. I tried calling him again but was told he just stepped out of the office and she would make sure that he returned the call. No call, No check, the movers were terrible they put a big nick in the wall at the apartment complex, they ran into the garage door with the box springs and they scratched my shelving unit shelves. But we just wanted the money for the desk that they broke. We have since moved back to ******* but were sure not to use them. OUr new address is *** ** **** *** **** ************* ** *****. They are told to take pictures when they damage something but they didn't and they threw it in the trash compacter so I couldn't retrieve it or take a picture. The whole company everyone that we talked to were very unprofessional. We had used them before and they were great, not sure what happened but we want paid for that desk.

  

  Business Response

  Date: 03/23/2023

  ******, 

   

  We apologize for the delay, i just confirmed with our finance department this this check just went out on this mail run. You should receive your reimbursement check in the next 5-7 business days. Thank you for bringing this to our attention and please let us know if there is anything further we can do to help. 

  Customer Answer

  Date: 03/28/2023

  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,
  
  
  
  ****** ******

   

  AS of today which is March 28th we haven't received the check.  So they may say they are sending it,

   

  as of yet we haven't seen it.  So we are not satisfied because no refund has been received by us.

• Initial Complaint

  Date:03/15/2023

  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.

  July 26th, 2022, upon completion of our move across town the driver of the moving truck hit our parked vehicle when leaving our residence. Two Men and a Truck dispatched an Operations Manager, Jason A. to our home to address the situation. Jason A. proceeded to take pictures of our vehicle as well as the moving truck before exchanging information and leaving the scene. Via email correspondence between July 26th, 2022 to September 6th, 2022 I provided Jason A. and Two Men with a repair estimate and insurance card. Jason A. stated in writing his company was going to file an insurance claim to cover the damages of $2,678.11. After several attempted follow up contacts with Jason A. his last email on September 6th, 2022 he wrote "I have sent everything to our safety team at this point I can reach out to them again, but I’ve done everything on my end to resolve this process. Let me get into the office this morning and I will get in contact with them." Jason A. did not respond to any email requests after said date. Needing to have our vehicle repaired we filed a claim with our insurance to cover the cost of repairs including the deductible. On or around November 22, 2022, upon completion of repairs our insurance company started a subrogation claim to recover the cost of damages. As of the writing of this complaint, 03/15/2023 our insurance company has not received a response to the numerous telephone calls, emails, and written letters sent to Two Men. Two men should make our insurance company whole, including reimbursement of the deductible owed to us for having to file/pay the claim.

  

  Business Response

  Date: 03/17/2023

  ******, We truly apologize for the delay on this incident. I spoke with our safety and compliance manager, Shelby, this morning. It seems there was some miscommunication between our team, this is no excuse to hold up this process for you and we will be working diligently to get this resolved in a timely manner for you. She has already filed the claim to start the process. Claim number *******************. If you have any further questions at this time please feel free to reach out to Shelby and she will be able to provide you with any needed information on this claim. Her email is ***********************. Once again I apologize for the inconvenience this may have caused. Have a great morning!

  Customer Answer

  Date: 03/24/2023

  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:02/17/2023

  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.

  Date of Transaction: 12/22/22
  Amount paid: two charges? $4433.62 for first day of move with Four Men and Two Trucks
  $1,028.62 for second day of move with Two Men and One Truck (charged for 4 men and two trucks)
  They promised to refund us $514.31 for over charging us for one extra truck and two extra men on day two of our move.
  They said they would send us a release form to review and sign before issuing the refund back in January. We never received the form.
  Repeated calls to speak with Greg (General Manager) to obtain the release form were met with excuses (in a meeting, out of the office). Messages left for Greg but no call back.
  
  Last call to the office was Feb. 7. Was transferred to Rayvon (Operations Manager) who took all of our information and promised to get in touch with Greg, confirm the details, and get the release form to us to sign so that our refund could be processed. To date, no call back from Rayvon or Greg, and no release form, and no refund.

  

  Business Response

  Date: 02/21/2023

  ***, We just spoke with Greg and he is reaching out to you now to get this matter handled for you. We are so sorry for inconvenience this has caused. please let us know if there is anything further we can do to assist. Have a great day!

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:

   

  The business and General Manager contacted me via email, apologized for the delay in processing our refund, and promised to send our refund check via mail on 2.21.22. 
      
  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:01/30/2023

  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.

  Services for moving were requested and provided for 09/24/2022. They charged my credit card $1965 despite the original estimate stating it wouldn't go over $1895. It was moving a one bedroom apartment to a home less than 8 miles away.
  
  At the end location, we walked the movers through the house to show what furniture should go where, to show where boxes should go, and so on. All of the boxes were packed and labeled by us to clearly state the room name they belonged to. The movers agreed that they understood. My daughter also walked them through the floorplan again to make sure.
  
  As agreed and discussed with the movers, I left the house for 20 minutes to pick up a child and in that time, instead of doing what we agreed to the movers took almost everything and put it on our garage. The garage is not insulated, nor does it have HVAC. It is connected to the house by shared outside wall only, there is no direct way to bring boxes back into the house. But most important, ZERO OF THE MOVING BOXES were instructed to go to the garage.
  
  I reached out to the business office and Cora responded. She was apologetic. She said she spoke to her team and they would come out and fix it by moving the boxes to the house itself - what we paid them to do. But that never happened and they didn't respond. I asked that they refund half the fees so I could pay another mover to do the work if they wouldn't do it themselves.
  
  Bottom line is that 1) they didn't perform the services, 2) they admitted that they didn't perform the services and promised to correct it, 3) they did not correct it or refund any fees, and 4) they charged me even more than any original estimate.

  

  Business Response

  Date: 02/21/2023

  ******, we have reached out to our general manager, Greg H******, he will be reaching out to help you resolve this matter. We apologize for the inconvenience this has caused. Please let us know if there is anything further we can do to assist. Have a great day!

• Initial Complaint

  Date:01/12/2023

  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.

  We engaged Two Men and a Truck to move our heavy stuff a few hundred yards when we were moving from independent living to assisted living at ****** ***** Retirement home. We had agreed upon 12 Noon for a start but they arbitrarily without our agreement to change started earlier. They used our packing tape up without authorization to do so and scratched some of the items we entrusted to them to move. A result of their early arrival was some of our boxes that we wanted included weren't ready and we were obliged to have them do some package closing which we could have done ourselves. This increased their hours on this project and lead to increased cost.

  

  Business Response

  Date: 01/26/2023

  Hi ****,

   

  Our general manager, Wes M*****, tried to reach you by phone on 01/23/23 at 3:15PM and was unable to reach you. Please feel free to give him a call at your earliest convenience so we can help alleviate any concerns or issues. Our number is ###-###-####. Thank you. 

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not totally satisfactory to me.  It consists only of an offer to confir via telephone with a company official about the problem.  I will attempt resolution in that way.  By way of explaining my position, the arrival of the two men earlier than agreed to meant that some boxes were not ready for transport and we were required to use the two mens' services to finishing those boxes which created unneeded expense for time devoted to this move.  The request for payment for my box closing tape relates to this also.  Since the two men were charging by the hour and not by the box finished, I, in effect paid twice for the tape which they used.  Once when I bought and the second time when they charged hourly for using our tape.  This is wrong.

  I still want a reduction for hours charged because they charged for time beginning at 11:15AM whereas the agreed time would have been noon for arrival and no more than fifteen minutes for travel from their portal.
  
  
  
  Regards,
  
  
  
  **** *******
  
  

  

  Business Response

  Date: 02/21/2023

  ****, I apologize that you have not been satisfied with response received. We are aware that you spoke with our General manager, Wes M*****, and he was able to break everything down for you. Please let us know if there is anyhting we can do in the future to help out. Have a great day!

  Customer Answer

  Date: 03/10/2023

  I apologize for delay in response.  The gmail on our computer is not functioning.  I looked on my telephone.  Finding your message there, I forwarded it to this email which seems to be working.
  
  In answer to the three suggested items which you presented, I offer the following statements :
  
  l.  Furniture damage consists of scratches or marred surfaces on two items and a fault in how the dresser was reassembled. The chest of drawers with scratches on the right side front at the bottom.  It is noted that the men did not employ any quilting to place on items of furniture to help prevent these types of damages. I point out that I mentioned this problem in my original filing but the respondent has not answered about this issue.
  
  2. Dent on surface of an end table which wasn't visible before the move.
  
  3. The mirror on the top of the dresser is not fastened securely to the dresser.
  
  As a remedy for this, I suggest that the vendor have a person come to our quarters and do some maquillage work on these marred spots.  And someone should correct the problem with the mirror. If the dresser would not be placed against the wall so that the mirror leans against it, I fear that would fall and be broken. I suggest that someone come and repair/correct the mounting of the mirror on the back of the dresser.
  
  If the moving company does not wish to accomplish these repairs, then they should compensate us for hiring the corrective actions done.
  
  I don't at this time wish to pursue any compensation regarding the use of our materials to do the packing.  I was annoyed and disappointed that I needed their help closing our boxes because I hadn't had time to accomplish more of this when they arrived earlier than had been agreed.
  
  The reason that it was necessary to have the two men accomplish as much box closing as they did was that they arrived early before we could accomplish this box closing ourselves.  Since they had showed up, I felt I was obliged to have them start doing productive work.
  
  The original arrangement was for the men to arrive at noon.  They arrived early in violation of the agreement that we had with the company which constitutes a breach of contract by unilateral change to specific provisions in our agreement.  I therefore ask for at least one half our reduction in time charged due to their taking too long to arrive from what they report was their departure time and for the fact that we were not able to accomplish more box closing ourselves because of their arriving early in disregard of our agreement about when to start. 
  

  

  Business Response

  Date: 03/17/2023

  As mentioned before, we are aware that you spoke with our General Manager, Wes M*****, and he was able to breakdown the cost and concerns with the move. We are now discussing damage claims, if you would like to attempt to file a claim of damage, please reach out to the local office and ask to speak with our claims manager, Cortnie. Thank you and have a great day. 

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. 

  Although it is possible that a satisfactory resolution can be had by my taking the suggested action, the mere suggestion of taking the proposed action is not considered to be a real resolution of the issues giving rise to this dispute.
  
  
  
  Regards,
  
  
  
  **** *******
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  On Oct 28, 2022, The movers moved me from Hellertown to Allentown, I gave a deposit of $290.00 on Oct 5th and paid the balance of $747.92 on Oct 28th, 2022 (moving date) I declined to take the insurance of $185.00 but was charged for it.
  My glass picture frame 20x24 got completely cracked. One of the employees packed 3 different picture frames on top of each other instead of separately. I checked my invoice the next day on line and seen I was charged for the insurance. When I called the next day. He said it would be best for me to be refunded the insurance money then to get the picture frame replaced. He told me I would receive a check in the mail in the next week or 2. I have stopped in their office 3 times and called few times and got a different response each time. Manager said "The check was mld Nov 21". I am still waiting.

  

  Business Response

  Date: 01/10/2023

  **********

   

  I just confirmed with our finance department that your reimbursement check was mailed on 11/22/22 and should have been received by now. Please let us know if there is anything further we can do to help. 

  

  Business Response

  Date: 01/24/2023

  ****** 

  Once again we truly apologize for the inconvenience, we are aware that you spoke with our operations manager, ****** and we figured out that there was missing information on the address the original check was mailed to. We have since corrected this address and mailed the new reimbursement check. Please let us know if there is anything further we can do to assist you. 

  Customer Answer

  Date: 01/25/2023

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

• Initial Complaint

  Date:12/28/2022

  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 had 2 men and a truck move my household furniture from ********* **** to ******* ******* on August 31, 2022. They damage and broke the leg of my piano. I contacted them and Mr.Kyle S***** (operations manager) sent me and email that they were going to reimburse me .60cent per pound and the piano was deemed 300pounds and amounted to $210. He mentioned that the refund was going to be reflected in my credit card in 5 to 10 business days, his email was dated October 3rd. I have not received any refund. I wrote to him about my dissatisfaction on November 30th and I haven't had a response.
  Honestly the $210 will not even fix the damage. I just want them to just fix the damage for me instead of receiving the refund.

  

  Business Response

  Date: 12/29/2022

  ***,

   

  I believe you have reached the wrong location, each franchise is independently owned and operated. This is for the Cincinnati OH location, please let us know if there is anything further we can do to assist you.

  

  Business Response

  Date: 01/10/2023

  ***,
  
  as i mentioned in my previous response I believe you have reached the wrong location, each franchise is independently owned and operated. This is for the Cincinnati OH location, please let us know if there is anything further we can do to assist you.

• Initial Complaint

  Date:11/24/2022

  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 hired Two Men and a Truck to help me move some heavy items in my shop on 11/23/2022, which included 4 large power tools and piano. The loading and unloading locations were 7min apart. I was quoted between $930-$1245 for the labor. Four guys came to assist the move with one truck. The guys were polite and respectful of my family and belongings.
  
  The first few items were loaded quickly. One of the movers indicated that they were making good time and asked if I wanted anything else moved. I added a simple work bench, 2 ellipticals, band saw, part of a work out machine, and a few items from the garage, which all had wheels. If my son and I moved these extra items, it would have taken about an hour with no break.
  
  This team of 4 movers took 6 hours to move everything (over double the estimate). Almost everything was disassembled and ready to go. Most items were moved by 2 guys at a time while the remaining 2 trailed behind empty handed or stood around. The last hour comprised of one guy in the basement trying to assemble a workbench (only had 8 identical wood screws) while the other three swept out the truck, folded blankets, and stood around talking.
  
  When checking me out, the young man in charge flipped back-and-forth quickly between screens on his iPad with nearly no explanation. He did not show me the total until I asked about it at the end.
  
  The team failed to put items in the correct rooms and reassemble what they disassembled. Their work was a mess. They had to unbolt a total of 14 screws and failed to keep track of the fasteners. By mid afternoon, I told them not to worry any further about assembling and head out because I knew they were charging by the hour. I was grateful for their help until I saw the bill. My feelings changed to cheated and swindled.

  

  Business Response

  Date: 11/28/2022

  Hi ******, we received your complaint about your recent move with our Mason, OH location. I have reviewed your comments along with all your paperwork associated with your move on 11/23/2022. After speaking with our management team and your moving team, we have concluded that additional bulky items were added to your inventory at the load location. The majority of the bulky items were being moved to the basement level at the unload location. Upon arriving at the unload, we had discovered that your driveway had been freshly poured in the past 6 months. Due to this new driveway, we parked on the street which had increased our walking distance to the truck. Our team lead had reviewed and signed a revision of estimate with you upon discovering the additional time needed to complete your moving services. I attached the revision of estimate here. Please give us a call at ###-###-#### if you have any additional concerns or questions regarding your move.

  Customer Answer

  Date: 11/28/2022

  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.
  

  1. Walking items up a standard sized driveway does not compensate for doubling the cost.

  2. The response fails to address the significant amount of time standing around and the hour that 3 team members folded blankets, swept, and chatted on the truck while the 4th team member struggled assembling a simple workbench in the basement.

  3. The team failed to listen to my simple instructions, which waisted a significant amount of time. For example, two team members took a work bench up the stairs, but it would not go through the upstairs doorway. Instead of taking 2 minutes to walk the table back down stairs and quickly disassemble the table, they insisted on doing it at the top of the stairs, where the screws were nearly inaccessible. They took 30 minutes trying to take out 8 screws because they had a hard time getting a tool between the bench and the wall.

  4. Over the weekend, I saw the team also broke my elliptical machine and failed to tell me about it. I need to evaluate the other items they moved.

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

  

  Business Response

  Date: 12/13/2022

  ******,

   

  We are aware that you spoke with the General Manager, during that call you disclosed that you did in fact add additional at which time the moving team presented a revision to estimate document to you. This document made you aware that we would be happy to move the additional items for you but with those items and the disassembly needed due to the nature of the items being moved that your original estimate would not be accurate. This document also provided a new time and cost estimate which you agreed to and signed. With this document signed by you and the recorded call where you stated that you did in fact add the additional items, we would not be able to offer the requested refund. Please let us know if there is anything outside of that request that we can do to help. Thank you.

  Customer Answer

  Date: 12/13/2022

  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.

   

  I was never presented with an updated estimate for the few extra things they moved, most of which were in the garage and were on wheels. The documents also did not indicate the significant amount of time the team would charge me for standing around and chatting in the truck. When did your team clean the truck? Three of the four stayed out in the truck for over an hour while one guy struggled to assemble a simple workbench in the basement. My son walked over to close the door after 45 min of no one moving anything so he could let the dog go. You have failed to address this. The team had 3 hours worth of work and they charged me for 6. More than this, the team did not work smart. They moved a table with simple metal legs (8 screws) upstairs. It would not fit though the doorway. Rather than moving the table back downstairs and disassembly if it in a few minutes, they chose and insisted to take out the screws in a confined space, which blocked the door from anyone else moving anything for over 30 min.

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