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

  610 Phillips Dr. Beavercreek, OH 45434

• 

  Two Men and a Truck

  8075 Washington Village Dr Dayton, OH 45458-1847

• 

  Two Men and a Truck

  6076 Chambersburg Rd. Dayton, OH 45424

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.

  On 6/3/2024 I hired this company to load items that I was moving and pack them PROPERLY into a U-Haul truck that I was then driving across country from Oakwood OH to Henderson NV. I purchased all padding and hooks to properly secure all furniture. Upon arrival, all of our furniture was damaged from not being properly secured and padded by movers. Grandfather clock, master bedroom suit, chest of drawers that was valued at $2000. All damaged. A marble top table was shattered that had been in my family for decades. I contacted the company upon arrival and have not heard back.

  Business Response

  Date: 06/14/2024

  Good afternoon,

  First and foremost we are very sorry to hear that you are dissatisfied with the service that was rendered. When performing a "Load Only" service such as this, where we load a truck and the customer drives it (in this case over 1,500 miles), we do ensure to make the customer aware that we are only liable while the items are in our care. We do this because we cannot control how the truck is driven, if anything happens to the truck, and how the shipment is off-loaded at the new location. 

  Customer was first made aware of this on a text thread with our sales team on 04-10-2024 in quote, "Once the doors are closed, we are no longer liable for the shipment." to which the customer responded, "Sounds good." 

  Customer was again made aware of this on our Pre-Move letter via email that the customer opened and signed on 04-15-2024 under our Liability section with a bullet point stating, "When Loading/Unloading a Truck or Storage Unit TWO MEN AND A TRUCK is only responsible for items while they are in our Care, Custody, and Control." 

  Again, we are very sorry that this happened and I am more than happy to explain in further detail if needed. 

  Best,

  **** *******, Market President
  TWO MEN AND A TRUCK® 
  
  Home & Business Moving
  Dayton South                                                      Dayton North
  612 Phillips Dr,                                                     6076 Chambersburg Rd.
  Beavercreek, OH 45434                                      Huber Heights, OH 45424
  Dayton South OH | 937-502-0004                   Dayton North OH | 937-315-4586
  
  

  Customer Answer

  Date: 06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: I understand that liability issue. HAD the materials been properly covered and wrapped and loaded, we would have been fine. However, after multiple asks for having the materials covered and wrapped professionally while placing the items in the truck, and properly loading the truck is on you. I cannot nor could watch every second of the movers loading the truck, and they were instructed to use the 30 plus furniture pads to cover the furniture professionally. I provided all materials for the movers to use so the materials would be protected in the move. Once the truck doors were closed, I assumed they loaded it "professionally", not just tossing things in and not properly covering the items, as instructed and with the provided materials as stated. Your response is not good enough. The movers even stated, we are new at this, and we're not experts. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 06/14/2024

  Good afternoon,

  There unfortunately is no way to determine that the items "would have been fine" which is why the liability measures are in place across the TWO MEN AND A TRUCK system. Though the business is confident in the previous response we posted, I have also attached a signed Sales Order from the customer stating contrary to their most recent message, they did in fact confirm all items were removed from home, packed and loaded to their satisfaction, and issued service completion. 

  Best, 

  **** *******, Market President
  TWO MEN AND A TRUCK® 
  
  Home & Business Moving
  Dayton South                                                      Dayton North
  612 Phillips Dr,                                                     6076 Chambersburg Rd.
  Beavercreek, OH 45434                                      Huber Heights, OH 45424
  Dayton South OH | 937-502-0004                   Dayton North OH | 937-315-4586

  Customer Answer

  Date: 06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Clearly I was not heard or understood.  I understand the liability and there is “no way to determine” if these items would have been fine or not hence the liability. 

  My ISSUE is the way in which the guys loaded the truck without using “professional” means of loading to do the best to ensure the safety of the materials in it.  I would have expected for nearly 1000 dollars, my stuff would have been cared for better and the material provided by me (furniture pads and wrap, stripes) they would have been used!!! I could not watch everything getting loaded which I guess you expect me to do, essentially your job, to make sure what was paid for was received.  I would have expect the truck loaded as if you were going to also move the possessions and unload.  I would be disgusted as would you if the truck were to be loaded the way it was and then that same group unload the truck you would be on the hook for the materials that were damaged.  They stated they used the stuff we provided! 

  It is about the  NAME ON YOUR TRUCK AND PROFESSIONALISM of how the truck was loaded but more so how our stuff was treated.  We could not see the inside of the truck once loaded.  I ASSUMED the pads were used and not just tossed in the back of the truck for us to find when we unloaded, NOT USED AS ASKED MULTIPLE TIMES BY US TO THE GUYS LOADING THE TRUCK.  

  You as the rep would NEVER stand for the way these guys loaded a truck.  That is my issue. Liability aside the way you all represent yourselves and this is how you do business??? Wow!  Terrible service for $1000!!! Two teachers trying to make it work moving cross country and this is the last taste in our mouth leaving Dayton.  You should be ashamed of how these guys did a professional job then I am stuck signing a liability I cannot see inside the truck I assumed your PROFESSIONALLY hired expensive movers would have cared better.  Your name is on this, and no I am not satisfied with your answer and dismissive attitude to us.  

   

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around January 8 or 9 of 2024 Two men and a truck pulled in to my driveway with a large box truck by mistake. They did dame to my yard, and ran over my mailbox. I have supplied them with an estimate for $860.00 from a landscaping company for repairs. They are only offering up to $300.00 for materials. This means I have to pay out of pocket or do the repairs on my own for something they did and not of my fault. I also have video of their truck in my driveway. I have to do most the contacting of them. Very seldom do they return any phone calls

• Initial Complaint

  Date:11/04/2022

  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.

  Photos have already been submitted but, they were uploaded to the wrong business. The ******** location populated instead of ******** just as I have put ******** ** as the location for this complaint but, *********** is what is showing. To be clear, this issue is with the Two Men and a Truck located in ******** **. They showed up late and took over six hours to move a small amount of furniture from an apartment. They damaged almost every item of furniture they touched and damaged walls and woodwork along with my front storm door and the door frame. The home that they moved me into was in perfect condition prior to them entering it. I have two realtors and the previous home owner who can all attest to that. Two beds were damaged, a makeup table that was made for me was damaged, a leather chair and leather coffee table along with a couch cushion being ripped. They damaged trim that can not be replaced. Drywall was damaged. A gaming chair that costs over $300 was broken. I have over 70 photos of all the damage to my current home, furniture and previous home. They did not complete a walk through at the end of the move and they did not let me read what he was signing my name for on his tablet. They were not going to mention that they had broken ANYTHING and when I brought it to their attention, they tried to blame my eighteen year old son. (They also left to "grab food" all while charging me $230 an hour) Worst moving experience ever. This needs to be rectified. $1362 to have all my things broken or blemished is not okay.

  Business Response

  Date: 11/04/2022

  To whom it may concern:

  We did perform a move for this customer, however, since the service was performed we have followed the rules and regulations that the Public Utilities Commission of Ohio has outlined in our Bill of Lading. According to this document, we as the carrier have 15 days to acknowledge a customer claim and another 30 days to respond. This customer's move was on October 29th 2022 and we have not only already responded to the customer regarding her claim but also have processed the images of damages and sent to the appropriate vendors. Though we never intend to have damages, we understand things happen which is why PUCO has outlined this timeline accordingly. 

  Regarding time of service, the customer was given an estimate of 5.00-6.50 hours for service completion and her move completed at 5.50 hours which is directly in her estimate range. This was explained over the phone, on the estimate emailed to her, and her Pre-Move letter which was also sent via email. Unfortunately, because of this we cannot discount her time as the service completed as estimated. 

  Please feel free to reach out with any further questions and I would be happy to help!

  Best, 

  **** *******

  Customer Answer

  Date: 11/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The original estimate was for 4.25 to 5.75 hours and that was an over estimate. Had I known that those were “guidelines” for the movers to set their pace, I’d have been much more specific in telling what I had to move. I could see how it might take longer if they hadn’t damaged almost every piece of furniture they moved but, care was not taken at all. Also, the proper companies have not been dispatched for repairs considering I have leather furniture damaged and damage to my couch and a gaming chair. Wood experts are the only people that have reached out and they only had two items on their list to repair. I have much more damage than two items. They informed me that they can not touch an item to repair it if it’s not on their list. I spoke with Tanner about this and he informed me that he would not be dealing with me any longer and I could deal with his associate who he also informed me does not have a phone. I feel that this makes it impossible to resolve this issue. 
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:09/06/2022

  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 paid for packing and moving services as im 84 and unable to do the physical work with my advanced age. The packers left my job half undone. I paid full price of service and only half of the job was done and packed. My granddaughter and her friend had to come finish packing me until 3 AM took them over six hours to complete the job the company was paid to do. The company refused to move me until the job was finished packing which put me in a huge bind. If it hadn’t had been for my granddaughter and her friend the job wouldn’t have gotten done and I wouldn’t have been moved leaving me in a very bad predicament as they did to my granddaughter as well. My granddaughter was left high and dry by the company after signing contracts for packing and moving services. The whole reason for the move was because my granddaughter is kindly moving in to take care of me And the problems with the company that we both had should never have happened. I paid crazy high amounts of money for very little service and it should be noted I am hard of hearing and have limited vision and my advanced age workers at the company that were packing me laughed at me numerous times after I could not hear them I felt belittled by the company and my granddaughter was trying to help so she called out a manager to oversee the project his name was ** it should be noted this is the same manager that two days later pulled the crew off my granddaughters job Without any reason that was justified they illegally took pictures of her home Without her knowledge or consent and we both feel they just didn’t want to do the work and mess with us after what happened on my move so they left my granddaughter high and dry. Very unprofessional workers. Poor service. Overpriced for work performed.

  Business Response

  Date: 09/07/2022

  Good afternoon, 

  While we understand Ms. **** concerns with our company being unable to complete her granddaughters service, we stand firm with our decision. We had 4 services scheduled under Ms. **** account. We completed a packing service at Ms. **** home on 8/24/2022. The next day (8.25) her granddaughter called in with concerns on the packing not being fully completed. We sent management on site (as the move was getting ready to commence) and he evaluated what was stated to have been packed by the customer, there was a few trash bags of throw away items they accounted for. We understood the concern, but we are an hourly service and Ms. **** was not charged for any time she did not receive and we provided a discount on cost for the move portion on the 8/25/2022 as a courtesy. We did complete the moving of Ms. **** home on 8/25/2022 and she did pay for her completed services. 

  On the day of service for Ms. **** granddaughter *********,  8/26/2022 , our crew arrived and they did an initial walk through. Within 20 minutes of arrival they called in to the main office. Neither ********* or Ms. **** was on site with our crew at this time, there was a third party there. The crews concern was unsanitary conditions of the home, a terrible smell of ammonia etc. Standard process for our company would be to have a manager go on site to evaluate the situation to determine the level of unsanitary that we are looking at. Our assistant operations manager, ******, arrived at *********'s home and reported his findings of piles of feces sitting on the couch, feces on the floor, trash everywhere, and general unsanitary conditions. Per our signed contract Ms. **** is referring to, our company has the right to refuse any services we deem unsanitary. This is for the safety of our crews and the customers following, as we use equipment, moving blankets etc. for multiple customers. This process is followed for everyone. 

  I have attached the pre-move documentation that was electronically signed before move day. You will find the information listed under "Cleanliness". We do sincerely apologize that we were unable to help assist Ms. **** granddaughter with her moving service, as we would have loved to have more business and to help this customer as we do with many customers daily. However, we cannot and will not force any of our employees into a situation where they do not feel comfortable, this is best practice for our business.  We did complete service twice for Ms. **** own household, signed, documented, and paid for. 

  Customer Answer

  Date: 09/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  pictures were claimed to be taken of my granddaughters home without her knowledge nor consent. Upon request of these being sent to my granddaughter they denied her request and never sent the supposed images. The company claimed bed bugs, black mold, and poop all on the floors all lies. which both my granddaughter and the third party referenced said that was not true they both asked for a manager to walk n2 home and point out these concerns and the company refused. The truth is my granddaughters home was cluttered and the company just didn’t want to complete the job instead of kindly talking to my granddaughter they supposedly took pics of her home without her knowledge nor consent violating her rights to privacy. There r ways to handle concerns and address them appropriately which this company did NOT do. If we do not get compensation we will be pursuing legal action. During my move they damaged several items and scratched a table severely. ** manager saw the damage but didn’t address it, and again my granddaughters rights to privacy were violated. If this company wants to avoid any further legal action which I can and will pursue on behalf of my granddaughter and myself I suggest they work to accommodate a resolution. 

   

   

  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/09/2022

  Our company had a manager go on site to evaluate the situation as is process. It is not a violation of privacy as the crew were allowed into the home under the premise of completing a moving service, we do an initial inspection and if it is determined that the home is unsanitary we reserve the right to refuse service. To be quite frank it does not matter if the customer deems their home fit to be moved by us, it is completely our discretion. Our crews do moves all day every day and the cancellation rate is minimal, only in certain instances do we ever cancel a service rather than complete the service, help our customers, and collect payment. It takes a lot for us to cancel a move, as we try to be as accommodating an understanding as possible. We had 4 members of our team on site that have all stated to the unsanitary conditions of the home, to include management. 

  In addressing the damage concern: Per your contract and paperwork, If there were damages on your service we would be happy to discuss and work with getting the correct vendors to repair, or look into replacement or reimbursement options this is a process we would initiate by being provided pictures from you, receipts of purchase, make/model information etc. HOWEVER, this is the first time anything has been brought up about damages. Even in the original BBB complaint there was not a mention of damage. Ms. **** paid for her service and paid for coverage on the items so we have no qualms with honoring damage claims. Typically we ask for a 96 hour reporting window of damage, but we are willing to discuss with Ms. **** and work to resolution for that. 

  For the concern of us not completing service at her granddaughters home and a "rights violation" if Ms. **** determines she would like to follow up with legal counsel that is fully her right and we will move forward on our end. We stand by the decision we made in not completing service at that residence, as is our right, and no person or entity can force another person to do anything that they are uncomfortable with for their safety, health, or well being as that is against their rights as human beings. While we love our customers, our employees are the heartbeat of our company and we will never force them to do anything they are not comfortable with. 

  Customer is seeking compensation, but we are still not fully understanding what the compensation would be for? We completed the service at an hourly cost and that is what was paid for Ms. **** hourly packing and hourly move service. As we stated for damages we would be happy to begin that process and Ms. **** can contact management at ************. 

  Customer Answer

  Date: 09/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  ** manager said he would take care of damages to a table during the move and lamps that were also broken however he never did. ** witnessed first hand scratch marks all over the top of a table that they delivered during my move to my daughters this was an antique no price can say it’s worth as it’s been n our family for years passed down the generations there were also 2 lamps damaged valued at $200 each. Bought over 2 years ago. With all do respect, no one keeps receipts for items from 2 years ago let a lone generations on down antiques. You can’t put a price on that. However ** did see the table yet didn’t do anything to address the damage that his crew admitted to and pointed out during the move damage that was not there prior. There is a definite discrimination with this company. Also my granddaughter never authorized pictures being taken of her home. Just because they were allowed into perform a service did not give them the right to take pictures of the property and my granddaughters personal belongings. This is a direct violation of her rights And my granddaughter is disabled. I would appreciate instead of the company refusing to accept responsibility for its wrongdoings It take ownership for what they did wrong no one professional who is paid to do a service is allowed to come in and take pictures without the knowledge and consent of the property homeowner. If they claim to have taken pictures we want all pictures submitted To my granddaughter for review if this is not done the call was recorded by my granddaughter and the third party and we will pursue charges and a civil complaint in court. We have the evidence on record where they claim to taking pictures of her home without her knowledge nor consent And all my granddaughter asked was to have an owner come to property to assess situation not a bias third party who already screwed up my move prior to my granddaughters move. The company refused and per state of Ohio law As long as one party knows the conversations being recorded it is admissible in court. I don’t take lightly what this company did to my granddaughter and family and our belongings The estimator came to my granddaughters home and saw the condition of the home he knew it was cluttered And did not express any concerns other than the job may take more time and more people which my granddaughter and I agreed to. That’s why four people were sent to the job. The fact of the matter is my granddaughters home was cluttered not unsanitary and the company just didn’t want to accept the job with the amount of work needed. 
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/12/2022

  Good afternoon, 
  
  As we can see we are not getting any where with this issue. The company has offered to evaluate and repair damages. Even without purchase receipts if pictures are submitted we can do our due diligence through a claims process to evaluate a determination on the rectifying of this situation whether it be repair, replacement or reimbursement. Please contact our office if you would like to proceed with the damage claim process. 
  

  We have no pictures on file for any of this I am unsure to why this keeps being mentioned, we have nothing to pass along to you for your review.
  It is our right to refuse a service, the reason being is it is OUR DETERMINATION that the home was unsanitary to OUR STANDARDS, you do not have to agree with the decision but this is a company policy and how we conduct our services. I understand you may be considering this home "cluttered", but that is not the determination we made. Everyone is entitled to their own opinion on what is unsanitary, cluttered, clean or dirty.  We trust our manager who evaluated on site. The crew that was on site for the granddaughters home was separate from the party that completed service for Ms. ****, therefore they were a unbiased party they had ZERO knowledge of this customer or any of our previous services or correspondences with her or her granddaughter. 

  We do not have to complete or accept a job in any capacity if we so choose, businesses have a constitutional right to refuse service to ANYONE . The decision was based on unsanitary conditions for or employees not on a bias of race, color, origin, religion, sex, age, or disability. 

  I am still not fully understanding what Ms. **** is wanting at this point. Again, I state 1) We will honor damage claims, Ms. **** would need to contact our office at ************. 2) We do not have pictures to provide to Ms. ****. 3) We are truly sorry that her and her granddaughter felt that we violated their rights by refusing service. This was not the case or intention, but following protocol of our business and we stand behind the decision to not complete work at ********* ********* home. 

  If Ms. **** is planning to seek litigation for the scope of her claims that is her right to do so, we will await court documents and then correspondence will be handled with our lawyer. This will be the last correspondence from the company in regards to this matter outside of court. if Ms. **** would like her damages handled please contact us at ************. 

• Initial Complaint

  Date:08/15/2022

  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 am attaching a document that outlines all of the issues I experienced during my move with Two Men and A Truck. I informed the local franchise owner that I would be stopping in today or tomorrow and he was a no-show. His colleague said he will be out of town until next Tuesday. I had driven up from South Carolina to Ohio to meet with him and resolve my issues / get a full refund of my money / repairs to my damaged items. This entire process has had poor communication and I do not believe they will give me my money back.

  Business Response

  Date: 08/24/2022

  Good morning,

  Thank you for bringing this matter to our attention. Our communication and process with this customer has been followed as according to our Bill of Lading as well as the estimation process. We booked this service with the expectation of a 2-day service, loading and driving on the first day and unloading and driving back the second. This was the case that occurred. All three of the team members *****, ********, and ******* are TWO MEN AND A TRUCK employees and have been prior to this customers move date. Per the Bill of Lading we as the carrier have up to 60-days to respond to damage claims, we have taken claims and sent to the appropriate vendors near this customer's new address, being that this was an out of state move we had to contact vendors in Florida to complete repairs. 

  The items that were left on the truck following the service have been returned to the customer and a reimbursement will be issued to the CC on file for items that could not be repaired or replaced. Please let me know if you have any further questions regarding this and I am happy to help!

  Best,

  **** *******

  Customer Answer

  Date: 08/24/2022

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two men and a truck were hired for our January 31st 2022 move. During the course of the move, a bookshelf was damaged. Two men and a truck filed a claim for the item but after 2 months of not hearing back we followed up with the franchise owner. To this date we have not received compensation or repair for our damaged item.