Complaints

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• Initial Complaint

  Date:11/16/2023

  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 contacted Two Men and a Truck several weeks ago to help with our move from Charleston, SC to Connecticut. I completed an inventory online and estimated the amounts until of belongings. I will fully admit that it is possible that I underestimated. I’m it belongings were being moved to a storage unit and I asked DeAnne, the office member that I worked with for the move, what size storage shed I should get. She recommended a 10x20. Flash forward to moving day. The movers (who were very professional and helpful. I have no complaints about them ) expressed doubt that all of the items would fit on the truck and let me know that his manager was coming to give his recommendation. The manager came to see the situation, then said that all of the items should fit, minus a basketball goal. Five hours later, after the truck was fully packed, we were informed that there was quite a bit of our belongings that would not fit on the truck. Had the manager not reassured us at the start of the move, we would have made the choice to give away some items to make room for what we really did want. It was to make such edits by the time we were informed that the items would not fit. We now have to pay to get the rest of our belongings to us in Connecticut, including electronics. Even without having all of our belongings on the truck, we discovered upon arrival that storage unit that office staff recommended was too small, causing us to have to rent a second unit. I was told by office staff that the mover would meet us at the storage unit between 9:00-9:30. At 9:03 I was informed that the movers were still states away and would not end up arriving until about 2:30 pm. Again, I do not blame the movers, I think there was a lack of thought or understanding by DeAnne about the distance that they would have to drive to arrive in one working day and the time that would take. Overall the experience will end up costing us about $1500 because of the errors this company made.

  Business Response

  Date: 11/28/2023

  Please see the attached picture, contract and paperwork that was signed via Docusign prior to Ms. ******* move on 11/7/2023. This shows that Ms. ******* contracted with us for one truck to move 7500lbs to CT which is what was completed. The picture shows the items that were left behind and in order to have moved those items, the weight would have increased, and second truck would have been needed and therefore the price too would have increased quite significantly (a min of $7,000). Also, the basketball goal she mentions was not in the inventory of items to be moved that was provided by her prior to her move date, and therefore it would not have been loaded on the truck. It is my understanding that Ms. ******* was only at the load for a short time once the men arrived and then she left. Had she been there the entire time to instruct them on what must go, we would have been willing to remove items in order to get other items on the truck. The items were not important, only that she was receiving and paying for one truck to transport the goods that would fit. In regards to our men arriving late, that was true and it was unfortunate. However, it was the same day and we called her that morning around 830A to let her know. They were stuck in major traffic the night before and had to stop at a hotel earlier than expected so they did not violate their hours of service which are federally regulated by the Department of Transportation. Because of this, that put them in New York City traffic around 9a the next morning. Traffic is beyond our control and when it is excessive this can cause us to run behind schedule as we cannot "make up" time in a commercial vehicle. We have to abide by the law we operate under as a motor carrier. We did and still do apologize for this, but again it was out of our control and we still unloaded the same day just several hours later. 

  We are happy to hear that Ms. ******* was very happy with her movers. After all, they are the ones that were responsible for loading the truck and driving which are the two areas she is complaining about. This assures me that the men did everything possible to get what they could on the truck for her and also get to her as quickly as possible in order to keep on schedule. It is unfortunate that items were not able to fit on our truck, but that does not mean that she is owed money. We upheld our contact that we mutually signed and delivered a full truck of her goods for the price and date agreed upon. We sincerely apologize and wish there was more we could do, but again, we operated within the terms of our contract. 
  Thank you, 
  
  Allison Omundsen