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:10/21/2023

  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.

  Same story as many of the other complaints. Someone named ********************* at Trinity verbally shared in our intake call that I should expect my movers to arrive within 3-5 business days because of legal limitations on daily drive times. My move finished 8 days ago and my stuff is still sitting in ********, ** with no update. Absolutely dishonest and disingenuous when theyre charging the prices they charge.

• Initial Complaint

  Date:10/17/2023

  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.

  On 09/03/2023 I called and talked to ********************************* and agreed to reserve my moving agreement to ************ from *********. He charged me $****.00 and told me that if I decide not to use their service, he would give me a complete refund. Then when I decided not to use their service, his secretary told me on 09/11/2023 that they were refund me 50% of the reservation fee ( 1/2 of **** = ****** ). It was not right.that they did not refund all my money after ****************** had told me that I would be *********** a complete refund. I am requesting a refund of the rest of my reservation money in the amount of ******.

• Initial Complaint

  Date:10/04/2023

  Type:Sales and Advertising 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.

  This was the company I had gotten a quote on a move from. I booked this move because I thought this company would help ease the stress of moving for my dad, but they exemplified it. We worked with ***** who we told multiple times the weight and the sq footage of everything that needed to be moved. His quote seemed very low, and he assured us multiple times that everything was going to be included. Not only was this completely false, Trinity doesn't even have their own means of moving, they simply use 3rd party trucks to move their customers. When Mover *** Lines showed up to my dad's they almost tripled the price. When we contacted Trinity we spoke with a supervisor, and she assured us she was going to look through all the recorded calls and messages. When we called them again for an update, they said it wasn't their problem and they didn't care that we gave specific instructions over the phone for what was to be moved. They said it was our fault that they made such a huge error in their estimate. When Mover ********* dropped off his furniture everything was damaged, and some items were missing. Such a huge disappointment and we have seen many others fall prey to this company in the reviews. Every item moved was purchased last year, in 2022, 2 of the 3 **s were completely broken, the other ** had serious damage done to the screen. Items like ** remotes and a subwoofer were never delivered. The ** soundbar was broken along with the glass top for a Monroe desk and a fishing pole. Every item of furniture was nicked and scraped when they had left the first house in perfect condition.

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 paid Trinity over ***** for the worst customer service I ever received. The movers tell you to fill out the review as they sit and watch, while they're in your home. Not a comfortable process at all. The sales person told me they will only up charge for extra stairs in the building (which I knew I didn't have). When the driver got here, he couldn't get it an 18 ******* into my community and told me I would have to pay for him to come back another day or pay an additional $350. He kept saying it was in the fine print of the contract. The sales associate - when asked by me is there anything else I should worry about with "upcharging"- should have said something to me.After working with dispatch for an hour, they took $100 off the price of the upcharge. He didn't have a second mover with him, all of a sudden a man from my community was in my apartment moving things with him. I don't know this neighbor, I live alone, this was not okay. Then because he was moving everything by himself - he was in my apartment until 9:30 at night. On top of all of this, a box was missing that has pieces to my desk in it - but they won't cover the charge of the desk - just the weight of the missing piece? The piece is a cross bar which holds the desk together, rendering my desk useless.I asked customer service to escalate the call- they said there is no escalation process. "They are all managers" and just kept referring me to each other so that they can tell me it's completely okay that a man who lives next door has been in my apartment without my consent. I asked how to lodge a complaint, they said to send it to their customer service email, that also goes to them. I want at the very least a reimbursement for some of the fees I paid to this company.

• Initial Complaint

  Date:09/28/2023

  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.

  We booked Trinity Relocation Services for a pack, move, and storage from our apartment. We were quoted an estimate, based on a thorough inventory review, of ~$8600 with storage fees of ~$400. Four days before the move, we added a few small items and they told us it would thousands of dollars more. I tried to speak with them about why it was such an increase, but they blew me off and said there was nothing they could do. At the time of pick up, the price ended up being $2000 more and the storage fee 3x more. The movers arrived 6 hours late, didn't finish until after midnight (we had to get a hotel in the area), and treated our belongings horribly. I have called Trinity 10 times in the last three months trying to resolve this to no avail.

• Initial Complaint

  Date:09/27/2023

  Type:Sales and Advertising 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 am writing regarding the services provided by Trinity Relocation during my recent move. I want to share my experience regarding this company's unethical practices.When I initially contacted Trinity for my move, I was promised a level of service that ultimately fell far short of my expectations. First I was assured that my belongings would be delivered by September 8th, but this deadline was not met. Despite my numerous attempts to obtain updates on the status of my move, I have received no information or updates regarding the whereabouts of my belongings. Furthermore, the worst aspect of my experience with Trinity is the substantial discrepancy between the initial quote I received ($2500) and the final amount I was charged ($4,200). The initial quote significantly underestimated the cost of the move, leading to an unexpected and unjustifiable increase in the final bill. I provided the company with exact information regarding the number of furniture pieces and approximate boxes that I had, and I was assured that even if I added 30 additional boxes, it would not affect the quoted price. However, despite adhering to the initially discussed inventory, the final price doubled and I had not choice but to pay the amount.After doing some further research on the company, I found out that there are numerous reviews suggesting a pattern of Trinity taking advantage of individuals in stressful situations, exploiting their vulnerability and trust. In light of these issues, I decided to dispute the charge with my bank because I believed it to be the appropriate course of action to resolve the financial burden. Surprisingly, following my dispute with the bank, Trinity has suddenly become proactive in contacting me to request the money back, threatening with legal action. It is interesting how the company was unresponsive to my inquiries during the entire move, but now they are contacting me all of the sudden to get their money back.

• Initial Complaint

  Date:09/25/2023

  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.

  Got a quote from Trinity *************** They promised verbally many times that the move would not exceed the quote. Then it did by $1700. I cancelled the move as i said I would if the price increased. They kept my $1200 deposit. When trying to resolve it, they would not return phone calls or emails.

• Initial Complaint

  Date:09/22/2023

  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 scheduled a move for 9/23. The day before I am supposed to move, I called Trinity multiple times to confirm the pickup time for my goods. They didn't give me an answer until after 4PM, when they told me they would not pick up until 9/24. I am unable to move on 9/24, and want a refund of my deposit.

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service 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.

  We asked for a quote in June based on 200 boxes and were quoted $4200 which we agreed to.Closer to dates, we updated the inventory and were charged additional $2000 which we also agreed. Paid 50% down payment. Our problems were just beginning - 1. Pricing scams- On day of loading - the Sub contractor MSN showed up and with no additional items - demanded extra $3000.We called Trinity many times and no one picked the phone. Gave up and agreed to extra charges .2. Property damage - The movers MSN dragged heavy items through wood / epoxy floors and made permanent marks in brand new floors. We asked them to use protection - we have moved many times and never seen a mover use no blanket or plastic when moving.3. Not labeling items - despite us saying many times the movers did not inventorize properly. Many items were listed as box in list when they were clearly golf clubs with golf bag /cookware or vaccum in manufacturer packaging. This should have been a sign of intent to steal.4. Over 30 missing items - When delivering - we identified many missing items like ladders (thankfully noted on inventory), golf clubs , vaccum , carpets , new cookware set (gift). First they said there was no ladder etc but then we showed the inventory and missing item numbers. Told us to call their office which was conveniently closed.5. No response for days - called for 6 days and various agents would tell us we are not responsible for lost items but you can file a claim. We will send claims form . After 7 days of non stop calling and leaving messages, they finally got back with a claims form. Desired resolution :1. Fix the property damages that was caused by mover negligence 2. Immediately either find and return or pay for the 30 lost items. 3. Refund $3086 which was clearly a scam. All items were declared in bill of lading and the total item count was just 3 more than what was in bill of lading.

• Initial Complaint

  Date:09/05/2023

  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.

  I called Trinity Relocation Group a few weeks back to get a quote to move me from *****, ** to *************, ** and they quoted me around $4200 after I gave them an estimate of what I had. I called an ****** area moving company that came and looked at my belongings in person and quoted me $8500 stating they would pick up August 30 and deliver Sept 2. I moved forward with Trinity but let them know that I think they under quoted. They said I had until 2 days before the move to get them a detailed inventory. I did a very thorough inventory over 2 days, gave them the list, and the quote jumped to $9200 so it went up a lot but wasn't far off the other I got so I stayed with them. The movers arrived as expected on August 30 to pickup my things, but they were now saying it was almost $12k. I called and spoke with customer service and found out that the inventory I emailed and the one the driver had didn't match well. Having no time at this point, I was forced to pay and move forward. They hauled off my belongings and told me it would be a few days before delivery stating that it is usually within a week which is what I was told initially as well. I tried calling over the weekend and was basically told that given the holiday, they could not give me information until today. I called today and got their voicemail so I left a message. I then got an email stating I owed them money and had a number for billing so I called that. I told the guy I paid, he put me on hold, and came back stating that he sees the payment so my delivery could be dispatched. He also said they get too many payments to track so it is on me to tell them when I pay. I then received an invoice for the final payment which stated that they will deliver between now and Oct 3. I cannot get anyone when I call now. I was lied to several times about the price and delivery date. I'm living in an empty house and I work from home which I can't even do since they have my things and I have no ETA yet.