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

  7206 N Alpine Rd Loves Park, IL 61111-3947

• 

  Two Men and A Truck

  5000 Tremont Ave Ste 202 Davenport, IA 52807-1007

• 

  Two Men and A Truck

  8202 N University Ave Peoria, IL 61615

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  Two Men and A Truck

  8202 N University St Peoria, IL 61615-1845

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:12/06/2024

  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.

  12/4/2024 Two movers removed a refrigerator from my home and into my son's home. I was present for removal from my home, but not for delivery to my son's house. My daughter ******* ***** was present at my son's house and witnessed the left refrigerator door get scratched in two separate areas. One mover, ***, took two photos, as did *******, and contacted his superior. ******* was advised by *** that a manager would be in touch with ***** before the end of the business day on 12/4/2024 to discuss the matter. No one has contacted us. On 12/5/2024 I went in to the ********** office and asked to speak with management and was told no one is available on the premises usually. I will continue to reach out until I have spoke to someone about the matter. The refrigerator didn't have any wear/markings on the front doors whatsoever prior to this incident. I understand that service was completed, but *** told ******* that the $96 completion fee after the $184 deposit was to cover damages. Why would any business make the customer pay for damages caused by employees?

• Initial Complaint

  Date:11/23/2022

  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.

  Date of service requested 11/5/22. Paid $447.75 in total. Requested an hour to move items: couch, loveseat, queen ************ spring with bedframe, twin mates bed (drawers previously removed by me, placed in my vehicle), washer and dryer, basketball hoop (outside), and a grill (outside) from one residency to another. These items were in an empty home with 4 exit points. During that time at my previous residency to remove the items, the two movers were not moving in an adequate time with the open space and exits to their benefit, rather they were speaking among themselves and wrapping my washer and dryer excessively to the point it was just barely fitting through the doorway and the stretch wrap was tearing; I also had to inform them to rotate the washer and dryer to fit through the doorway. The whole time I was present in the home, waiting on the movers to remove the items, with two other items already outside. As they were unhurriedly grabbing my items, I was also bringing down items that they never bothered to grab, such as a grill, two-bed frames, and two-bed wood slabs, in order to preserve my time therefore I brought them down to my garage. Not at any point did the movers take the legs off of my couch and loveseat or stretch wrap anything but my washer and dryer, only putting my queen ******** in a bed bag per my request. My couch and loveseat were shoved through the door. The timeline at the first house took more time than necessary given the open space and exits they had to their advantage. Moving forward to the new home, I followed them in my car to my, somehow along the commute I arrived first and they showed up roughly about five minutes or so later. At this point, I gave them a walk-through of the home and showed them where I wanted my stuff to be placed. They set the basketball hoop outside, which took them a significant amount of time to lie down on the ground, moving forward the couches again still had the legs on them and they were shoving my couches through the doorway never getting them into my house. Next was my washer and dryer, the mover eyed the area and suggested the space would not be wide enough to bring them through and that they would have to remove the railing. The area to carry the items upstairs to the laundry room or my items were never measured, instead, they were left placed along the wall in my kitchen and my daughter's twin bed; my ************ spring was placed in my living room, nothing was broken down or attempted to be taken upstairs, it was very evident that my box spring was indeed too big to fit up the stairway due to the overhead. That all being said, I was doing a majority of micromanaging the movers and much unnecessary time was wasted on their behalf. In the end, I was very frustrated and upset, I felt and know that the movers did not provide good service or even take the time and care to get my belongings where they needed to be. At some point, the paperwork was signed and the movers left, only to discover they were sitting in their truck for 30 minutes outside my home, in the meantime, I was on the phone venting to a friend in regard to the service that I had just received and was asked if the legs on my couch and loveseat were removed, at that point I had gone outside to look and they were still on them, I then attempted to take them off myself with hopes that my two kids and I would be able to get the furniture inside my home at some point. I also measured the stairway and my washer and dryer concluding that I still had at least an extra five inches to spare and carry the items upstairs and placed them in the laundry room, I also took apart the twin mate bed and was able to get that and my ******** upstairs. The Two Men and a Truck movers made absolutely no effort to make sure my personal belongings were able to be placed where requested, instead took two hours to not complete the job with client satisfaction. At which point the following business day I contacted the office regarding my complaint and concerns and spoke to a woman to who I reiterated what took place she then went to the owner of the company only to contact me back with no resolution, communicating to me that the movers were stating that I had told them to leave the items as is. I suggested they send someone out to my house so that they could assess the situation and see for themselves. Eventually scheduling an appointment to ***** the area and items with *************************. We both at that point did a walk-through and measured and took pictures of the area and items seeing that my two children and I were, in fact, able to get these items into my house and also place them where they needed to be. ****** also confirmed that the movers did admit to not putting the items where I needed them. During and after completing the walkthrough ****** 100% agreed with me as to why I would be upset, apologized for the service that I received, and also offered his services if need be in the future to make sure that I received a better job. ****** stated that he would take my concerns to the owner and that the owner would be in contact with me no later than the following Friday. Come that time on Friday I get a call from ****** telling me that the owner is only willing to refund me an amount of the $90.00 range, that I will be responsible for the remaining amount of the first hour at $184.00, the drive to the first residency, the drive to the new residency and the drive back to the office and a valuation charge of $30.00. I told ****** that at no point was I ever told that I would have a valuation charge or a charge for the drive in between moving the items from one house to the other, I suggested that he listen to the phone audio from the original move scheduling and that I would be willing to pay for the one hour $184.00 and the 10 min drive to the first home and the 10 min drive back to the office, and the ******** bag $3.75. I reached out to ****** via text on 11/15/22 in reference to the audio, only to receive no response or refund of any amount as of today date 11/23/2022.

  Business Response

  Date: 11/29/2022

  This customer is right about one thing she posted.  She did try to micro-manage the move.  I believe this was mostly because she told our movers that she only wanted to pay for one hour, which was sort of difficult and almost impossible since, as we told her, we (like 95% of all moving companies) charge from the time they leave their office until we return.  We listened to here phone call and confirmed that she WAS TOLD THIS.  Drive time alone to and from our office was 45 minutes.  We quoted her 2.5 hours and after she sent them home, the bill came to **** hours.  In order to do a professional job with no damages and get all her items where she wanted them, we would have had to take off the door (of course we would have put the door back) and also take off the railing.  She didn't want us to do that as she believed it would take too much time.  She also didn't want us to pad and stretch wrap items, because again, she thought it would take too much time.  Quite frankly, if she had told us when she called that she only wanted to pay for one hour and didn't want us to pad or stretch wrap items, we would have refused to do the job.  The couches were left outside because the front door needed to be removed even if the legs were take off.  She was the one who told our movers to leave it outside.  She was the one who took the grill down while we were moving other items.  The basketball hoop had some kind of blue gel that leaked all over the back of the truck.  The movers needed to clean that up to avoid falling and to avoid tracking the blue gel into her house.  Unfortunately, the battery of our truck was dead, but she was told that we would not charge her for that time, and we didn't.  As they say, no good deed goes unpunished.  She insisted that we move her Saturday evening after 5 o'clock, which meant that our guys had to wait until that time to begin the job, which they did.  The movers on this job had completed over **** jobs and were trying to do their best with a customer who didn't want them to complete the job as she thought is was too expensive.  However, she signed the contract which estimated the job at 2.5 hours and then sent them home early.  We really don't see what we did wrong when we did exactly what the customer insisted the movers do.  

  Business Response

  Date: 12/01/2022

  This was given  to the customer on 11/3/2022 regarding the estimate for their move.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18456841
  
  I am rejecting this response because: This invoice was sent to me via email prior to my scheduled move just as a visual guide on how they input information based on my specifications and a rough draft of the what it may be, it was not a final total. That invoice is not the final out-the-door specification, there are changes, along with the timeline and what actually took place, as stated in the original complaint about TwoMen&Truck. I have not been compensated for any of the lack thereof on behalf of the movers service. I voiced and showed exactly what took place and the employee by the name of ************************* agreed that their employees did not provide sufficient service to me. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/13/2022

  Not sure what the customer is upset about.  She seems all over the place.  We estimated her job at 2.5 hours, we did it in less time.  We listened to the phone calls and we told her that we charge from the time we leave our office until we return.  She was also told about valuation.  Even on the confirmation call which we do before the move, we reiterated what she was moving and what the estimate was.  For some reason she must think that we could have done the job in an hour or so.  There is not much we can do.  Tell us why here...

• Initial Complaint

  Date:07/30/2022

  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.

  Two Men and A Truck moved us from ******, Illinois to **********, ********, June 1, 2022. Unpacking noticed a lot of damage, from Native American pottery pieces thousands of years old - ******** Brothers rocking chair - custom framed artwork to our murdered daughter's ash wooden box urn. We paid extra for packing and the presentation featured their "special" packaging of artwork. We fell for it. "Special" artwork packaging consisted of artwork put in a box lined with white paper, face to face, no bubblewrap, nothing was individually wrapped. Most everything is nicked with white marks.....furniture....artwork....tried using beeswax on solid wood furniture, the white marks are permenant. Expensive stained glass lamps were completely taken apart and damaged. All that needed to be done was the shades removed and bubblewrapped. All damage photographed, including artwork inside rubbing against other artwork from Illinois to ******** in a truck. Perhaps the best example of not being professional movers: wire basket containing, priceless, irreplaceable Native American pottery pieces from property we owned in *******. I personally spoke to the person we paid extra for packaging services, explaining what this is and with the promise of careful packaging, wrapped the basket in a moving quilt, then shrink wrapped, leaving a minimum of 5" high and 20" long empty space for everything to be jumbled and bumped together. Upon delivery to ********, the driver/mover unwrapped it by turning it over and over, even further damaging irreplaceable pottery. The wood box urn containing our murdered daughter's ashes was in a plastic basket, with other framed family photographs that we're simply moved as is! Nothing was packaged. No one has contacted me. I've reached our four times. I completed the complaint form for reimbursement.....crickets. They advertise "Now Advertising Junk Removal".....that's exactly how they treated our posessions....like junk. Have more pictures.

  Business Response

  Date: 08/01/2022

  We did provide moving and packing services for this customer. She was never told that we had specialized packing services for pictures. We packed her pictures like we do on hundreds of other moves in boxes with packing paper. She was told we do not have or use bubble wrap on items. We are working on a good will settlement for her damages and are well within the time frame we have to resolve this issue with her. There are items she is claiming that we damaged that had previous damages that we are not responsible for. 

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17647859

  
  I am rejecting this response because:   I will need to calm down before I properly respond.  Accusing me of lying about damage is pushing me over the edge.  Have more pictures but initially the BBB site limited me to how many I could send and I didn't understand the size limit.  I have a picture of an opened box with pictures put inside frame/glass to frame/glass with zero paper anything inbetween.  THAT IS HOW THE DAMAGE HAPPENED!  **** sat in our living room in front of my husband and I and assured me they have a special way of packaging artwork.  IF we knew it was frame to frame......and there IS bubblewrap in the pictures I sent with the initial complaint.  Again, I need to respond later when I am not incensed.  Never have they reached out, I did and only now responding after eight weeks because of the wonderful work of the BBB.  100% REJECT.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/19/2022

  We have turned this over to our insurance company who should be contacting the customer.  A couple of points that are relevant that the insurance company will follow.  All items over $100 per pound must be filed in writing before the move.  There was no items filed).  The ******* Amendment which governs the interstate moving business limits compensation for damaged goods to the replacement cost of the item.  (No sentimental value, nothing for time and stress.  An example is a 200 year old Bible.  A new bible costs around $8.00 which is what would be compensated for if the Bible is lost or damaged.  Also, let me remind again that we were never told that the value of certain items were over $100 per pound and we have never advertised ourselves as "Special Art ************* us why here...

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17647859
  
  I am rejecting this response because:
  I was wrong about the bubble wrap.  Three Men & A Truck didn't supply it:  I did.
  
  
  **** never discussed "******* Amendment" or "all items over $100 per pound must be filed in writing before the move.  There was (were) no items filed".  I've never heard of either until now.  What does it mean? Why didn't he mention this?  I don't work for your company and would have no way of knowing this.
  
  
  **** sat in our living room and (from my original notes) would use boxes: (his words) S, M, L, wardrobe and Picture.  He also said **** is his best packer, special care with artwork and discussion of rates in having them pack for us.  
  
  
  "We packed her pictures like we do on hundreds of other moves in boxes with packing paper".  I have picture of opened box where picture did have white paper on the bottom of a picture then were stacked, upright, frame to frame, there is damage to the frame & several have broken glass.  Your employee's did not pack the artwork correctly.  A quick ****** search brings up correct artwork packing methods: 
   -----------------------------------------------------------    
  "How to Pack Your Artwork for Moving
  The essential first step when packing any artwork is to ensure its secure by lining it with protective non-acidic paper and then wrapping it in bubble wrap. For better packing, place the wrapped artwork in a slightly larger cardboard box.
  
  How to Pack Framed Art for Moving
  Framed artworks need to be packed so both the canvas and the frame are protected from potential damage. To pack framed art pieces, use foamy material to secure the frame and wrap it with bubble wrap. Secure the wrapped piece by placing it in a cardboard box and **** it as fragile."
  https://www.eden-gallery.com/news/how-to-pack-artwork-for-moving
  
  --------------------------------------------------------------
  The irreplaceable Native American pottery is incomprehensible to me how it was packed, then unpacked.  **** unpacked it by rolling it over and over, the entire package....I heard it from another room and when I saw what he was doing I couldn't believe it and said STOP.  He apologized and said he didn't know what it was.  It doesn't matter what it is....you don't unpack by unrolling the entire packaging by rolling it over and over, similar to a rock tumbling downhill...over and over and over!  

  
  Why am I still finding white ****s on furniture?  Again, have pictures.

  
  "We are working on a good will settlement for her damages and are well within the time frame we have to resolve this issue....".  What is the time frame?  I started my complaint on June 1st. I have text messages I sent to **** at his request with pictures he saw me take so he could have a ***** talk with his packer, HIS WORDS.  Even he knew it was messed up. 

  
  "Also let me remind again that we were never told that the value of certain items were over $100 per pound...."  Again, what is this?  If you're reminding here of this issue......why wasn't it presented in ****'s initial presentation?

  
  We generously tipped both movers even though everyone knew there was damage.  We saw them working hard, not to mention driving across the country.  My husband also gave **** an irreplaceable, thousands of years old, fossilised marine piece that came from the top of an ******* mountain because we knew **** had children and wanted to share that knowledge with a younger person.

  
  Forgot to mention the hgnging shoe holder....this is your movers logic.....they removed shoes from the hanging shoe holder, THREW THEM INTO THE BOTTOM OF A WARDROBE BOX THEN THREW THE EMPTY SHOE HOLDER IN WITH IT!  Picture attached.
  
  
  Sincerely,
  
  *******************************