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

  1900 Raymond Dr Northbrook, IL 60062-6726

  
• 

  Two Men and A Truck

  622 E Northwest Hwy Des Plaines, IL 60016-3059

  

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:07/16/2025

  Type:Order 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.

  7/12/2025 $1,990 - Charged for packing - original quote was $1200 $3,210 - Top end estimate for the time of the move + transportation fee.$1,442 - Overage for the move taking longer than estimated.- We had an agreement and estimate with them to pack all of our belongings and move us from an apartment to a house with a stop at my in-laws house for a few items. The estimate had a low-high range for the time of the move.- The nature of the complaint is that the stop at my in-laws house did not happen and we still paid about 50% more than the estimate. There are several items that were included in the quote that were not delivered. The total time of the move also included their house which was not ever driven to - so the transportation fee is wrong.- The business has not tried to resolve the problem. They did an "investigation" and did not take any accountability. Their resolution is they keep the money we've already paid for services not fully rendered and then we must pay more to complete the rest of the move.

  

  Business Response

  Date: 07/18/2025

  Regarding ***************************************** had more items than originally quoted both to pack and move. This added additional supplies, time and took additional space in the truck which prevented the second stop on day 1. We offered to still move the other items but at cost and the customer refused and asked for a discount. To be clear, our moving services are completed at an hourly rate regardless of the amount items. There are many factors that go into how long a move takes up to and including but not limited to: access to locations, drive between load and unload, amount of items, size and difficulty of items, weather, etc.. 

  To address the wrong travel charge claim: our travel charge is to get our men to the load location from our office and from the unload location back to our office. The stop in between has nothing to do with the travel charge as that would be considered "move time" since the move was in progress. This is why there isn't and shouldn't be any adjustment to the travel fee. 

  We have a revision to estimate signed by the shipper notating all reasons I listed above and others as to why the move took longer to support our charges. 

  If you have any further questions please reach out. 

  ***** *****

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

  Customer Answer

  Date: 07/27/2025

  Complaint: 23609519
  
  I am rejecting this response because:
  
  First and foremost, the business is implying that I was at fault for the significant underestimate due to giving an inaccurate accounting of our items.  However, I walked through every medium-large item in every room with the estimator over the phone and the business cannot point to any items specifically that were moved but not included in that estimation call.  On the contrary, I can point to items that were NOT moved and were included in the estimate.
  
  Furthermore, Mr. ***** lists several factors for why an estimate might be wrong, but specifically the Revision to Estimate claims that "Distance from entrance to truck" and "Items need to be disassembled/re-assembled" are the reasons for the revision.  Interestingly, it does not mention the number of items which is the primary reason that Mr. ***** provides in his response to the BBB.
  
  As for having signed the Revision to Estimate, yes, they have a signed revision because they give their customers no option to not sign.  The movers threatened to stay in our house until we signed and paid whatever additional amount they wanted to justify.
  
  As for how they decide what is owed, like Mr. ****** said, the move is based on time.  So the movers came up with the total amount of hours worked even though we disputed that number.  Specifically, they claimed to have taken a 30 minute break to get pizza, but my wife and I saw no movement inside of our apartment for at least an hour and a half.  They claimed that they were reorganizing the truck because two of the movers responsible for the initial organization were new and had done a poor job.  This was their attempt to make enough space to accommodate the second stop.  I maintain that the movers did not use their time appropriately and took a longer break than stated and those are two top reasons why we feel we were not treated fairly with the numbers of hours worked.
  
  On the day of the move, the movers said that the business "should have known better", that we were severely under-estimated, and they should have had a second truck.  In fact, they told us that the new estimators are untrained and are highly inaccurate and that the business does not care because they will get paid either way.  The movers told me this has been a big problem this summer and that they all want to quit because of it.
  
  In regards to finishing the move, no one on the day of the move offered to finish the move.  They just said they couldn't make the extra stop because there was no room.  We did talk to a gentleman on the phone who told me straight up that he was not talking to me to try and resolve any of my concerns.  His only objective was to get me to pay for the overage in hours and not cause a problem for his crew.  As mentioned before, he said that the movers would not leave our house, which they confirmed when asking for us to pay for the additional hours.  I was not about to have 4 strangers hanging out at dark in my house when my 7 month pregnant wife needed peace and quiet.
  
  The business did offer to complete the move on Wednesday July 16, 4 days after the move.  ***** called this an "at cost" offer in his email.  At cost implies they wouldn't have made a profit on the move, but they didn't offer a lower hourly rate or more movers to speed it up - their "offer" was just being as if it was a new move.  Hardly "at cost."  
  
  This offer was made after they completed their "investigation" into how the estimate could have been wrong and implied that it was my fault.  I will reiterate, this is their profession and they do it all day every day.  So how is it possible we received a reasonably accurate quote if we have missing items and theoretically shaved off time from the move by not making the additional stop?  To both not make that stop AND have us pay almost 50% more for the move is why I am extremely unsatisfied to the point of believing we were lied to and that this business is being very shady.
  
  This is already a lengthy response, so I won't go into the damage the movers caused to some of our items and our house, which, again, I understand can happen in a move.  But I will point out that I was very understanding and cooperative along the way.  I expect the business to treat me the same way.  It is very unreasonable for the business to throw their hands up at the inaccurate estimate, make us pay more, not finish the move unless we pay even more, and not take accountability now.  I believe the BBB should look into how often this business is underestimating to this extent and threatening to stay in a person's home until they pay up!
  
  Ultimately, I would be satisfied solely with a refund of the extra hours we paid for, for what was a grossly incompetent estimate ($1,442).  I am no longer interested in having them "complete" the move with what would likely be another underestimated quote.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/29/2025

  Good morning. 

  Again, we have a signed revision to estimate for the work completed for Mr. ********* The completion of the move was offered at our published hourly rate as we cannot deviate from this per state regulation. I apologize if I was not clear in my initial response. We did not offer any sort of discount as we did not see that this particular case warranted such. 

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23609519
  
  I am rejecting this response because that isn't even a response.  I wrote a detailed email describing all of my concerns and you chose to respond to almost none of it.  At no point have you tried to resolve this complaint.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/05/2025

  Type:Sales and Advertising 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 was charged hidden fees and a trebled price for an inadequate and problematic packing and moving service that was never completed. I am owed thousands of dollars.The estimator who booked the job for the company said it would cost $1,486.5$1,890.50 total between the packing and moving, and that all of the work would be done by 3:30 p.m. on the same day. $780 for packing. $706.5-$1,110.50 for moving (including an inflated travel charge).Original estimate for the pack:Start time: 9-10 a.m.End time: 11:30 ********** times for the pack:Start time: 9 a.m.End time: 10:45 p.m. (though never adequately completed)Original estimate for the move:Start time: 11:30 a.m.-1:30 p.m.End time: 3:30 ********** times for the move:N/A On the day of the move, the company sent two inexperienced packers to do the entire job, both packing and moving. After 12 hours of work, they had accomplished roughly half of the packing job. We were on site and able to observe inefficient and unprofessional work from two otherwise very friendly gentlemen who appeared to need on-site direction from an experienced professional to complete basic packing tasks. The company's employees acknowledged we received a problematic service that was inflated in cost and resulted in thousands of dollars in damages and other additional costs we were forced to pay.

  

  Business Response

  Date: 06/09/2025

  ******, as explained over the phone and email we will need an explanation on how you feel you were over charged. We pack by the container & charge by the hour. Our company is not responsible for the size POD you order nor are we liable for any damages outside our care, custody and control. I will need a detailed list of claims prior to your POD being delivered (6/10/2025) or we will deem all claims null and void. 

   

  ***** *****

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23429230
  
  I am rejecting this response because:
  Hello We don't consider this matter resolved and are trying (so far unsuccessfully) to work through a claim with the business to resolve the issue and the thousands of dollars in damages caused by their employees' negligence.
  
  Even in the business's response, the representative has made up an excuse that isn't in the terms and conditions of the contract. ***** ***** claimed that the company needed a list of damages by an arbitrary date, while the terms and conditions say that the customers have 90 days to alert the business of damages caused by negligence from the company and its representatives.
  
  Attached are photos showing the negligent nature of the pack. Furniture was thrown around in a garage and on a driveway. Art and pictures were stepped on. All furniture that wasn't packed or protected in any way was scuffed and damaged beyond repair.
  
  "I will need a detailed list of claims prior to your POD being delivered (6/10/2025) or we will deem all claims null and void." ****** That is not a provision within the company's contract and should not be considered an acceptable response to resolve this dispute. I have asked ***** ***** for more information about what he needs from us to resolve this ongoing dispute.
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/17/2025

  ******,I have asked and never received a list of any sorts regarding damages. I also informed you that if I did not receive such list prior to your POD being unloaded (6/10 according to you) that all claims would be denied as they would be deemed as damaged in transit. That said, if you provide a list, I am more than willing, out of goodwill, to discuss with my team but cannot guarantee anything.
  
  I have also mentioned that since you have attempted to charge back the funds you paid us with through your banking institute that a written confirmation will be needed from you and/or your banking institute, that this will not be further pursued.
  
  As of now, as has been the case since you and I first spoke on June 4th (see email attached), I am awaiting a detailed list of claims prior to them being out of our care, custody and control. 

  ***** ***** -

• Initial Complaint

  Date:05/10/2024

  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.

  November 3, 2023. Moved to *********. Not certain what movers put on the floors, but it constantly shifted while bringing furniture through front door to basement. Scratches lead to basement door. Damage Report submitted by Two Men and a Truck employee who witnessed the damage and told us that if they can't repair the floor damage, they would replace the floors or provide a settlement. Follow-up call with Manager ************************* requested clearer pics and accepted claim of scratches; however, contested the deepest scratch by basement door. Repair company attempted to repair scratches and only fixed the deep one. Could not repair the thinner ones. Another company sent Jan 30th, could not repair. Left voicemails for **** and Manager. Waited months for a solution. At one point, Jase offered a settlement of $150 for door and $600 for floor scratches. We declined and door was repaired. Waited additional months. On May 8th, **** did a 360 and told me the second company allegedly informed **** that the scratches were not caused by the mover's equipment. I requested that **** supply me with the report from the second company and telephone call recordings, as he is claiming I said things I do not recall. **** could not locate the most pertinent call recording and is now, again, ignoring my request and calls. Requesting a refund and the floors to be replaced. I have emails and damage report. Two Men has recordings and reports.

  

  Business Response

  Date: 05/13/2024

  Hi, thank you for reaching out. 

  My understanding of your claim is that upon visual inspection it was determined that we were in fact liable for a long scratch consistent with someone moving into the residence. This scratch (unfortunately, but true) was the longest of all claimed and again was consistent and in the direction of someone moving in. 

  The other scratches claimed were determined to have been caused at a prior time and are not consistent or in the direction of someone moving into the residence. In fact they are consistent with the exact opposite. The direction and and consistency of these scratches appear to have been made during the move out process of which we were not present for. 

  Please let me know if you have any further questions regarding the claim. 

   

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21695563
  
  I am rejecting this response because: This is impossible, as no one ever moved out of that home.  We moved into our sons home temporarily and we are still there. My son moved into the new construction home and is still living there. 
  

  Why would ************************* initially tell me that all the scratches were caused by the move; however, that the small deep one wasnt.  Now its the opposite.  Why would he offer $600 for the long scratches?  In addition, there are numerous scratches, not one. Again, they lead to the basement.  Check the 2 sets of pictures I provided Jase on 2 separate occasions. Why would he ask me to retake the pictures?  Its been a series of excuses and denials, all to avoid responsibility for the damage caused.  Listen to the telephone recordings!  **** even told me that the next step would be to replace the floors. This has been an unbelievable experience. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/29/2024

  Hi, I am sorry you feel this to be impossible. We have honored and repaired the damage that we feel is associated with your move. Our vendor and staff believe that all other damages were caused by an event outside of our moving services. Our stance on your complaint remain the same.