Moving Companies
Two Men and A TruckThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:05/30/2025
Type:Delivery IssuesStatus: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 hired Two Men and a Truck to complete a move from Lees Summit, MO to Kansas City, MO on 4/21/2025. We noticed we had 2 broken pieces of furniture, a stereo cabinet and sectional sofa upon completion of the move. They resolved the stereo cabinet with a monetary credit. They hired an outside company to repair the sofa with an appointment set up for 5/17/2025. The company called to reschedule for 5/28/2025. The sofa repair company did not show up on the rescheduled date. I have emailed/texted/called Two Men and a Truck with no response. We had purchased insurance from them for the instance of mishaps with the move.
The sectional sofa corner piece frame is broken inside and I would like to receive compensation.Business Response
Date: 06/02/2025
In accordance with franchise policy, when an item is deemed repairable, we coordinate with our approved vendors to complete the necessary repairs. Please be advised that we are subject to the availability and scheduling of the selected vendor and do not have control over any changes or cancellations they may make.
*** ***** has expressed concerns regarding the repair vendor’s scheduling. In response, we have made multiple attempts to contact the vendor to resolve the issue. Unfortunately, no communication was received from them following the most recent cancellation, which is beyond our control. Given this, we have proactively begun reaching out to alternative service providers who may be able to address *** ******* concerns more promptly. We are also internally coordinating a plan to communicate these updates effectively.
While we acknowledge *** ******* dissatisfaction, it is important to note that this vendor has previously provided reliable service, and we have not encountered similar issues in the past. Additionally, compensation had not been requested prior to the recent review. Should *** ***** wish to discuss that matter, we welcome her to contact our office directly.
Otherwise, we will proceed with assigning another repair vendor. The new provider will coordinate directly with *** ***** to arrange a mutually convenient time for the service.Business Response
Date: 06/02/2025
*** ***** has had multiple opportunities to contact our office directly but has chosen not to do so. Her communication, or lack thereof, has been limited to a single employee who has acted in full accordance with franchise procedures.
*** ***** has already received a partial refund in response to her concerns, and we have continued to coordinate with a repair vendor to address her ongoing complaint. Her rejection of our proposed resolution does not alter the fact that we are adhering to established procedures and are currently dependent on the availability of our repair vendor.
Should *** ***** wish to pursue an additional refund instead of proceeding with the scheduled repair, she must first cancel the appointment we have arranged for Saturday, the 7th. As per franchise policy, we cannot authorize both a repair and a refund. Therefore, any further action must align with the selected course of resolution.Customer Answer
Date: 06/10/2025
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,
Eileen RossiInitial Complaint
Date:06/14/2024
Type:Delivery IssuesStatus: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 used Two Men and A Truck services to move March 9, 2024. When the movers were screwing my mirror onto my dresser, they cracked my mirror. They damaged my mirror. I can no longer use the mirror that was connected to the dresser. Essentially, I need to purchase another dresser. In addition to that, the movers put dirt on my walls as they were moving my items in my home. Per the Moving Service Agreement I signed with the company, a customer must call within 96 hours of your move to report the damage. The company moved me on Saturday, March 9, 2024 and I called to report the damage on March 12, 2024. I spoke with **** *****, a representative of the company. I emailed him a picture of the cracked mirror and the dirt stains on my walls. **** never responded to my email. I again called March 14, 2024 in the morning and I was told to call later that day because they were scheduling their moves for the day. I called again later in the afternoon and left a voice mail and no one returned my call. Because I was ignored and they did not fulfill the Moving Service Agreement, I disputed the credit card charge. I only disputed the charge because they completely ignored me when it came to discussing damage claims. The credit card made the decision in the favor of the company because they said I did not cancel my service so I should pay. That is not the issue. I'm filing a complaint because Two Men and A Truck did not fulfill the Moving Service Agreement that says "If damage is caused by our service, Two Men And A Truck will evaluate the damage based off valuation selection below. No damage claims will be honored until the charges for moving services have been paid in full." I paid for the services on March 9, 2024. I am upset that once this company received my money for services, they completely ignored me and would not discuss how they would reimburse me for the damaged mirror and clean my walls.Business Response
Date: 07/08/2024
Good afternoon,
Length of time that it took to resolve is due to outlined claim process that is included in the Moving Service Agreement that customer attached. Customer disputed charges back in April so it put a pause on the claims resolution process. We ultimately ended up overturning the dispute and were compensated for the work that was completed so we then started the claims resolution process again. Based off of the information that we had dresser/mirror was purchased 20+ years ago therefore depreciated value of that piece was $0. Going above and beyond since damage was done, we offered customer $150 to put towards mirror repair as well as cleaning supplies for the wall. We did not get a response from the customer but we went ahead and refunded the card that we had on file ending in 1934 on June 21, 2024 in the amount of $150. Please see attachment that shows this transaction.
Initial Complaint
Date:01/03/2024
Type:Billing IssuesStatus: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 were moved on November 7th and all of my calls were transferred to a voicemail or not returned. After submitting the claim, I had to again make multiple phone calls and leave messages and I finally got one in return I believe that following Thursday (Nov 30th) saying “the claim is being looked over and we will have a resolution no later than Monday”.. I never heard back on Monday, so again with the phone calls and messages. Now, instead of getting phone calls back or communicating through email, I am receiving text messages which began on Dec 7th.
Friday Dec 8th came around and I sent a follow up text since I hadn’t heard back
“Hello, Just checking in to see if you sent that yet? I just don't want to miss it by the chance of it being in junk/spam folder. Thanks.”- Me
That evening I got this response.“I haven’t I was out of the office this morning and trying to get it taken care of. I do apologize I’m working on getting it taken care of today”- ********
Here we were on a Monday, I text again earlier that day and I still didn’t have a response or any kind of answer. That was until I called the store and spoke with someone about leaving a message with the manager. They were hesitant at first but told me a manager would call me tomorrow. Immediately after that phone call, I got a text from ******* saying that the claim would be finished the following day.I heard nothing from the manager. I got a text asking what my address was to “send my items to”. I gave my address but told her not to send anything to my home until I get an itemized list of what the resolution was for each item. I came back with how things should be fixed/reimbursed that same day. We finally came up with a resolution after many more text/emails that we would get a check of $350 to cover the cost of replacing/fixing items. Also a repair company for our dryer. (December 14th). I still don’t have the check and nobody is getting back to me on the status of our check. Now we are being ignored.. again.Business Response
Date: 01/17/2024
The check request was submitted 12.27.2023. I am following up with the accounting department to see when it was sent out as we only do check requests every other week. I ran into some issues with the vendors that we use as a company they do not go onto the Military Base to do work. I have reached out to a vendor that does go onto the military base and they are scheduled for 1.29.2024 between 8-5 and we are covering the cost for the diagnostic fees and whatever charges to get the dryer into working condition.Customer Answer
Date: 01/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21087731, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:09/26/2023
Type:Service or Repair IssuesStatus: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 made reservations for a move with 2 men and a truck. The move was supposed to take place on Aug 26, 2023. How's between 1-3 pm. I was moving from kck to kcmo. I was a victim of the violent storms we had on July 14, 2023. A massive tree fell on my house and destroyed the bedrooms. I was home at the time with my granddaughters with me. It was very traumatic. I had to stay in hotel from July 14, Aug 29 2023. I found a house in kcmo. I reserved a move with 2 men in Aug 22, 2023.
I informed the person who handles reservations that there us no electricity, and about the storm. I told them the details that all of boxes and totes and furniture was in living room and dining room. That they did not need to go to the bedrooms. I paid a 100 deposit i. 8/22. 8/26 came I got a phone call around 12 15 pm or so. Asking if they can come early, I Saud sure. They arrived close to 1. They patted half a block up the street then walked to my house and looked in I explained to them and showed them what to is to b moved. They walked back to the truck stayed there for at least 15 min. Got in and drove off. I'm watching them then a get a phonecard from there supervisor saying g they canceled my move due to 1. Smell of mold 2. Unsanitary conditions
I was very upset I haven't lived there and the house was getting fixed.
I just told supervisor biw do they know what mold smell like did they have a mold detector. No answer! I told them just refund me my 100 back. First they said they would then called back and left a voicemail saying they won't. Just took my money and did not provide the service. When they left.. they canceled on me.Business Response
Date: 01/15/2024
After speaking with the customer I let her know that we would be refunding her $100.00. She agreed and it will be processed with our accounting department within the next 3-5 business daysCustomer Answer
Date: 01/15/2024
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:03/28/2023
Type:Service or Repair IssuesStatus: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.
January 18, 2023
The company moved me on this day. They did not correctly pack my items or load them in the truck. I sent an email to claims concerning this issue and included pictures. There has been limited transparency in the communication and today during the call the customer service person raised her voice at me and threaten the hang up trying to say I raised my voice, she was very argumentive and told me that I should return their calls immediately, ti was okay for their contractor to leave me a message saying that I need to call him, trying to claim that I am the reason it has taken 3 months to get repairs. It is not my fault that I have damage to my home or my furniture. I have attached pictures and the communication. I want my repairs complete by April 15th and a 100% refund of my payment.Business Response
Date: 04/12/2023
Hi ******, we are saddened to hear that you are unhappy with this service. We do apologize for anything on our end as we always strive to deliver 5-star service. For this, it looks like you spoke with our General Manager and we informed you that you would not be receiving any refund on your move,. although we would absolutely repair all damaged items by April 21st as the deadline. As we have followed up with our vendors and asked them for a speedy process--we actually have completed all the repairs for you today April 12th. Our claims manager has called and sent emails your way as well. Once again, we do apologize for any convenience but we assure you to always make it right by repairing the items for you. Have a great day!Initial Complaint
Date:09/16/2022
Type:Service or Repair IssuesStatus: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.
During the move, smoker was clearly tip over with the cover on, damaged was concealed. i was not notified on the day of the move. found the damage a week later upon first use, filed damage claim and was only offered $311.88 on a smoker that costs $499 pre tax to replace. i am seeking the differenceBusiness Response
Date: 09/21/2022
Hi ****, we are sorry to hear you were unsatisfied with your latest move. Upon reserving your move with TWO MEN AND A TRUCK, the customer is required to read the pre-move letter that sent in advance before move day, and the paperwork that was provided upon completion of their move. In the paperwork, it states that we can cover the damaged items with a "depreciated cash value" of an item, depending on the: age of the item and the usage that the item has occurred. The monetary value decreases over time based on everyday wear and tear and basic usage.
According to our records ****, it states that you chose a check to be issued back to your residence for the payout of $311.88. The check should be arriving at your residence any day.
Thanks for your feedback and have a great day!
Customer Answer
Date: 09/21/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: ********
I am rejecting this response because: when their representative was covering the items that required signatures, I was not given anything to read other than his statement of what it was I was signing. He stated nothing of depreciation.
Regards,
**** *********
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