Customer Rights
We believe in fairness and respect. This page explains what you can expect from us and your rights as a valued customer.
Last updated: June 4, 2026
Your Rights in Plain Language
As a customer of Two Hours Movers, you have the following fundamental rights. These are based on Illinois consumer protection laws and our own commitment to ethical service.
Right to Transparent Pricing
You have the right to a clear, written or verbal estimate before any work begins. Our hourly rates are fixed and visible on our website. The final cost will never include hidden fees or surprise surcharges.
Right to a Safe Service
Our crew is trained and insured. You have the right to work in a safe environment, and to expect that your property and home will be treated with care and protected from damage.
Right to Timely Service
You have the right to service that starts within the agreed-upon time window. If we are delayed, we will notify you immediately and you may cancel without penalty.
Right to Inspection & Documentation
You may request a walkthrough before and after the move. We document existing conditions and any damage that occurs. You have the right to review this documentation.
Right to File a Complaint
If you are dissatisfied with any aspect of our service, you have the right to file a formal complaint with us and with relevant consumer protection agencies. We will not retaliate in any way.
How to File a Complaint
We aim to resolve all concerns directly. Here's how to reach us:
- Step 1: Contact us directly at [email protected] or call (312) 478-9362. Describe the issue and provide your booking reference.
- Step 2: We will acknowledge your complaint within 1 business day and provide a resolution timeline.
- Step 3: If you are not satisfied with our response, you may contact the Illinois Attorney General's Consumer Protection Division or the Better Business Bureau.
Illinois Consumer Protection
As an Illinois-based company, we adhere to the Illinois Consumer Fraud and Deceptive Business Practices Act. You may also consult the Illinois Commerce Commission for moving-related disputes.
Illinois Attorney General
Consumer Fraud Bureau
1-800-386-5438 (Chicago)
www.illinoisattorneygeneral.gov
Rights FAQ
We take your rights seriously. For immediate assistance, call (312) 478-9362.