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:05/10/2024

  Type:Product 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.

  I was relocated as part of Eminent Domain in Orem. Tru Solutions Moving was selected as the moving company on the basis that the move was 100% insured. Items were damaged during the move and a claim was filed the next day. It's been over a month and there has been no update or progress, and upon checking with the insurance company I learned that Tru Solutions is not insured due to failure to pay for coverage.

• Initial Complaint

  Date:11/20/2023

  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.

  beyond disappointed with my experience with Tru Solutions. I ended up having to deal with damaged walls in the apartment, scratches all over my leather couch, Chair and had 2 “missing” boxes that were mysteriously found after I had video footage of them getting onto the moving truck. I had called the Larry and asked if he had seen the missing boxes because they were small enough to be looked over. He told me that he searched the truck three times and went on about how they wouldn’t have taken them, which I had never even accused them of. He called me the next day, said he had checked again, and no boxes were found. so I told him I was going to take a look at the security footage to see if I could find where they went. After telling him this, he accused me of lying about my missing boxes and trying to get something for free,which is a child’s response. Zero accountability Obviously, I still checked the footage of the move and clearly saw them loading the missing boxes onto the truck. I gave the driver a call, told him the boxes made it onto the truck but not into my house and sent him photos showing it being loaded in. He called me back a few short hours later all of a sudden, he had found the missing boxes in an unopened boxed he found and told me he was on his way to drop them off to my place. When he arrived, he literally said to me “here is your shit” to which I asked why he was the angry one and he responded “you’ve been a headache for me ever since you mentioned your scratched leather couch to my coworker.” Which at this point I’m convinced this coworker is his wife Tyler and I assume she gave him **** about another move done unprofessionally and lazily, without using blankets and screwing up customers things. At no point did he apologize or even admit he was wrong. Instead he chose to gaslight and create a narrative where it was my fault HE left my boxes on his truck and clearly lied about looking for them..

• Initial Complaint

  Date:10/18/2022

  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.

  On October 6th, I booked these crooks for a move. I was in a tight spot with a quick move date approaching so I paid the $75 deposit, which turned out to be $78 because of a fee they failed to tell me about (red flag 1). I received a couple of quotes from other companies shortly after which were all much higher and about the same as each other. This company's price seemed too low (red flag 2). I decided to do some research, (I should have done before) and found that nearly every review was horrible. Thankfully, I did not have to experience their poor service, but I decided to cancel. I was told on the phone that if I canceled within a certain time (24, 48, 72 hours, I cannot remember which) I would receive a full refund. I received a booking confirmation email followed by the quote and request for signature documents at 2:43 pm 10/6/2022. The payment confirmation email was at 2:42 pm. Another email at 3:02 pm confirming the move. Finally, the cancelation confirmation email was at 4:23 pm, 10/6/2022. Basically, I canceled within 2 hours of booking. It has been 12 days and still no refund. When I called they put me on hold, then for about a minute l am disconnected. I have emailed and have yet to receive a response. I have involved my bank and they are going to implement a chargeback. The bottom line is to avoid these crooks at all costs. I believe the positive reviews are either from employees or paid reviewers. They should be put out of business and arrested for fraud and theft.