Complaints

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:06/24/2025

  Type:Product 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.

  Hired them to move me. I was quoted $2300 for 4 hr move. They took 12 hrs due to incompetence- broke or damaged 7 objects. Move occurred June 14, 2025. They charged my credit card $1500 on June 12 and $2400 on June 16. I filed a complaint with the company for refund of $1500 and $2000 in damages but no satisfaction

  

  Business Response

  Date: 07/10/2025

  Upon arriving at the origin to start the services it was determined that there were more items than what the customer provided to ********************** on the original estimate. Two Men And A Truck provided a revision of estimate to the customer explaining that moving these additional items would take additional time and cost more money. In addition at the destination the elevator that was suppose to be accessible was not operating. In regard to the damage claim, Two Men And A Truck explained to the customer that the service would need to be paid in full before the claim process starts per the State of **************************** guidelines. The customer was accepting of this and the damage claim began. Two Men And A Truck requested photos and receipts from the customer of the claimed items and these have been received. The claim is currently working towards a resolution and this resolution should be provided to the customer by the end of the week this week! 

• Initial Complaint

  Date:07/12/2024

  Type:Product 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 with a move on Saturday, May 25th. The initial estimate which was given over the phone was 6-8 hours and two men, one truck, at $375 / hr. I went in length to detail the amount that needed to be moved, and after another discussion they changed my estimate to 6-8 hours and four men, two trucks, at $475 / hr. I was fine with the estimate. On moving day, four men, and two trucks arrived and in the first two hours it seemed as though they would be on schedule; however, around hour 4 it was apparent that the crew slowed WAY down. They weren't moving at the same pace as earlier, almost seemingly to slow down the move, since it was being charged hourly. I called to let them know, which they sent out a 5th guy to help, which did help a bit, but after 10 hours the move was "complete" - which really by the end I just asked them to leave the remaining items in the garage and I'd handle them myself. I submitted a billing dispute, because in my opinion they could have finished in the original estimate had they worked as though they did in the first couple of hours. Days after submitting my billing dispute I received a hand-written letter from one of their moving crew from the day of my move-as a newly single mom of two young children I was shocked that a man saved my personal details about my home and my personal life and then wrote me a letter to my new home address. I let them know I received the disturbing letter, but still the billing dispute went unresolved. They offered to give me a $290 refund on a $5k service, that was clearly NOT provided. I was requesting $1,000 refund based on the inflated moving time, but hadn't even been able to take into account the invasion of privacy on the moving crew's part. I'm highly dissappointed with the customer service and overall professionalism of Two Men and a Truck. Billing Dispute #*****.

  

  Business Response

  Date: 07/18/2024

  In regard to the customer's billing dispute, the ********************** crew provide a revision of estimate to the customer upon arrival to the jobsite due a long distance (walk) from where the truck needed to be parked to the entrance to the home and the crews were instructed that multiple items needed to be disassembled and reassembled per the customer's request. ********************** heard the complaint in regard to the slow of work and the invasion of privacy and has offered a resolution amount of $290 for these claims. While Two Men And A Truck understands that the customer would like more money returned for this complaint our offer of $290.00 stands for specifically the billing dispute. Damages claims were also filed and compensation has been offered to the customer as well.

• Initial Complaint

  Date:09/21/2023

  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.

   
  Complaint: 20633837
  
  I am rejecting this response because 3 employees of the company inspected the damaged TV the day of and filled out a report with us. The driver, I am told, even snapped a photo on his phone to turn in with our report. We turned in the required information to 3 employees of the company that then failed to turn any of the paperwork into the office. This is somehow falling back on us which is what is causing the frustration here. Have the employees that worked on the job been asked about the paperwork they have and why it was never submitted? 
  

  After reviewing the damage with employees of the company and completing the paperwork with them we were not advised to retain the broken TV. Am I not understanding how that falls on the customer in this case.
  
  While I said we accepted the good faith gesture in my original message, and that remains true, I feel customer service failed in this claim and that stating the mover was denied the right to inspect is false. As *** stated previously in emails to the office rep and in my original complaint through the Better Business Bureau, three employees inspected the damage on move in day. The employees failure to report it to the office falls on the employees. 
  

  We have seen no evidence to support that the whereabouts of all the original information given to the 3 employees of the company has been looked into. We have simply been repeatedly denied.

  We feel the quality control on this claim has not been handled properly and have not seen anything to suggest otherwise.

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

  

  Business Response

  Date: 09/21/2023

  Two Men And A Truck responded to the customer's claim within the required standards per the State of ********. While opening the claim Two Men And A Truck requested photos of the damage. It was explained to Two Men And A Truck that photos were not possible due to the customer disposing of the claimed damaged tv. Two Men And A Truck then requested a receipt for the claimed tv that was damaged. This was requested to determine the type of tv. The customer was not able to provide a reciept. The customer was only capable of providing a receipt of a Tv that they just purchased (unrelated to the moving services provided). Without any photos or receipts or ability to inspected the damaged property Two Men And A Truck had to deny the claim. Two Men And A Truck still offered a gesture of good faith compensation settlement to the customer which they accepted. 

  

  Business Response

  Date: 09/21/2023

  Two Men And A Truck is sorry that you were unsatisfied with your experience with the claims process. With this claim now complete Two Men And A Truck will use the concerns you mentioned and make strives to improve service moving forward. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20633837
  
  I am rejecting this response because:

  While we appreciate that you are sorry we had a poor experience, we still have no answer as to why the 3 employees that inspected the damage are not considered representatives of the company when you quote the movers. The requested information was given to 3 employees of the company on move in day. Those employees inspected the damage.
  
  
  Theres been no indication that the employees failure to turn in the information has even been looked into. All we keep hearing is the mover has been denied the right to inspect which is false. It feels as though the offer of good faith was simply to get us to go away and admit no fault on behalf of the company as in the email containing this good faith offer we were told the case was considered closed. That email from the service representative did not open the pathway to further communication on the matter.
  
  
  Why is this information that we have presented not even being acknowledged? Why cant these questions receive a real answer instead of this case is considered closed?
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/22/2023

  The movers did complete a report that stated a item was being claimed as damaged. Movers go to the job site to complete various services but they do not inspect damaged items. They are to complete a report if our customers wish to put in a claim. When a damage claim occurs an inspection is made by our quality control department or a third party depending on the claimed item. This could not take place since as you mentioned the item had been disposed of. Customer mentions that ********************** did not advise the customer to hold onto the item. ********************** did not advise the customer to throw the claimed item away. Inspections for tvs are completed to determine what needs to be completed. Sometimes its as easy as replacing a screen, a mounting unit, or sometimes its replacing the whole unit. A mover can report that the customer is claiming damage to an item but a mover cannot diagnose what needs to be replaced or repaired. 

  Given the information that the tv was not available to be inspected Two Men And A Truck could have just denied the claim and moved on but as a gesture of good faith we requested a receipt to help determine the make and model of the tv. Tvs can be widely different based on size, brand, models, etc. Two Men And A Truck gave the customer the opportunity to provide this information so that Two Men And A Truck could provide an appropriate gesture of good faith to the customer since repairing the item would no longer be possible. 

  I apologize again that you were not satisfied with the process of the service or the process of the claim settlement after.

  Customer Answer

  Date: 09/22/2023

   
  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.
  

  Two Men and a Truck:

  I feel if this had been communicated and our original statements acknowledged there would have been a lot less frustration on both our end and yours. 
  
  Simply stating the mover has been denied the right to inspect this claim is denied did not offer an adequate explanation when we believed the three employees were operating as representatives for an inspection. 
  
  We thank you for acknowledging what we have been saying from the start and providing an actual answer.

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

• Initial Complaint

  Date:09/20/2023

  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.

  The business address is below:

  ***************************

  ***********, ** 60477

  said it had nothing to do with the movers arriving late or only having one truck on site at a time. I then had to personally move these items to my neighbors house to be picked up the following morning in truck number 1. There was plenty of space on the first truck. They also told us the same crew would be loading and unloading the trucks. They really lived up to their company name as they literally sent 2 men to unload two full trucks. When I called back I was mocked for not knowing that their definition of crew means just the driver.After the move was completed I filed a complaint asking for money off given how poorly the experience was. They acknowledged we did not add any items but also refused to take responsibility for their scheduling errors. They refunded me $250 on a $10,000 job.

  

  Business Response

  Date: 09/22/2023

  Two Men And A Truck acknowledges the customer's concerns in regard to the attached complaint. Customer requested compensation for the time they requested off from work due to the service taking longer than anticipated. Two Men And A Truck agreed which is why a compensation settlement in the amount of $250.00 was offered to the customer. Customer signed the agreement and a check has been issued to the customer. 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20632079

  I was insulted by your $250 then and told the company that over the phone.  The only reason the agreement was signed was because Two Men and Truck lumped in the reimbursement for items they broke and lost during the move into this payment.  I could not accept one without the other.  

  Again - your offer is insulting and future customers should be aware that you make no realistic attempt to rectify.  I gave your company three weeks before posting any reviews.  I still have yet to even receive an apology for your manager calling me and my wife a liar on the phone.  You even acknowledged that we did add any items further proving that all issues from this move stemmed from your company.  To which you continue to act indifferent.

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

  

  Business Response

  Date: 09/25/2023

  I am sorry the customer is not satisfied with the service or offer that was given to them. There was no rebuttable after the offer was given. The customer signed the settlement and a check was mailed out. 

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/1/2023 Amount Billed: $3219.50 Two Men And A Truck provided moving service on Aug 1 2023. In the process the broke two of my big screen televisions and are stating they are not liable. The only thing I requested was to be reimbursement for the broken televisions. Attached I have pictures of the broken televisions.

  

  Business Response

  Date: 08/21/2023

  Two Men And A Truck has completed its review of this claim and has submitted a compensation settlement to the customer. ********************** is awaiting acceptance of the settlement to send the check. 

• Initial Complaint

  Date:08/15/2023

  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.

   
  Complaint: 20469327
  
  I am rejecting this response because: as previously noted...I did sign a form but I did not write in the agreement about accepting "free standard $0.30 per pound per article valuation included with the service at no additional charge. " Someone wrote that in AFTER I signed it. I was also never provided a copy of this when I signed it.
  
  Sincerely,
  
  ***********************nd per article compensation. And although I did sign a form, I did not note 30 cents per pound per article, that is not my writing on the form and was left blank when the moves had me sign it before leaving. She responded that "I do apologize but I cannot adjust the claim due to free standard valuation was selected . " Again, I did not write anything in that line. And was never given a copy of the form until she sent it to me with someone writing that in above my signature. I am requesting that fair fix/replacement value of $584.99. Not the joke of $78 dollars that would not replace a single damaged item or fix the sofa.

  

  Business Response

  Date: 08/18/2023

  Upon review of the customer's claim it was determined that additional valuation for the services provided was not purchased. It was also determined that the customer signed off that they wanted the free standard $0.30 per pound per article valuation included with the service at no additional charge. It was determined that this claim resolution was provided based on that determination. At this time the compensation resolution form has been sent to the customer as of July *********. Once signed Two Men And A Truck will issue payment in compensation per the agreed upon selection of valuation of items. 

  

  Business Response

  Date: 08/22/2023

  I have attached a copy of the signed Bill of Lading that states that you have authorized $0.30 per pound per article. In addition you will see that additional valuation was not determined or charged to the customer. Free standard valuation was selected and has is being processed for the resolution of this claim.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20469327
  
  I am rejecting this response because as previously noted...I did sign a form but I did not write in the agreement about accepting "free standard $0.30 per pound per article valuation included with the service at no additional charge. " Someone wrote that in AFTER I signed it. I was also never provided a copy of this when I signed it.

  I was not told that I need to declare a total for items.

  And again, I was not given a copy of this during the move, so I have no idea who wrote that in above my signature.
  

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

• Initial Complaint

  Date:07/17/2023

  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.

  Breach of Contract Greetings,The terms of my contract with Two Men and a Truck have not been met. My move which was to take place on June 30, 2023, did not satisfy the terms listed in the contract that I received. Two beds were to be broken down, removed, and transported along with other items within the home as listed within the contract. This did not occur. Myself and another party were told that the screws on both beds (King and Queen sets) were stripped and that they (Manager-******) could not break down the beds without breaking the furniture itself. Both beds were left in the home. This information caused me much distress being that both beds are only approaching two years old. My daughter and I have been forced to sleep on the floor because of the negligence detailed in this correspondence. The furniture was purchased by *************************** who was contacted the following day. To my disbelief, the crew that was sent to my home intentionally deceived me by communicating such false information. The beds were able to be broken down with the correct tool which are ***** wrenches, not ******* Screwdrivers. Due to the negligence of those who represent Two Men and a Truck, movers must be attained to transport the beds to *********** *******. ** addition to obtaining movers, I have incurred additional charges from my previous reality company because I am not able to be out of my previous residence by the time agreed upon.I am expecting a complete reimbursement of all charges I incurred from Two Men and a Truck. Hopefully, this debacle can be remedied expediently and peacefully. Justly,******************************

  

  Business Response

  Date: 07/05/2023

  Hi ****,

  I am sorry to hear your move did not go as planned. Unfortunately it looks like you may have reached the wrong Two Men And A Truck location, each franchise is independently owned and operated. Based on the paperwork you provided. it looks like your move was completed by a franchise in ********. You have reached the ********** ** franchise. You can email *********************** to reach our home office team and they will be able to get you connected with the correct franchise. Please let me know if there is anything further I can do to assist you.

  

  Business Response

  Date: 07/27/2023

  Two Men And A Truck completed services per the customer's authorization. Customer was made aware of the condition of the beds during the initial walkthrough. Customer facetimed their spouse and it was communicated, shown, and explained that the screws holding the bed together were stripped. Two Men And A Truck provided a solution to still move the beds that *** result in possible damage of item which the customer declined. ********************** completed the service per the customer instruction and the customer signed off on authorizations for charges. Two Men And A Truck has since reached out to the customer and offered a gesture of good faith compensation for their filed billing dispute. Customer is currently disputing all charges via their credit card company. Two Men And A Truck does not intend to provide any gesture of good will or compensation until the credit card chargeback has been resolved.