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:08/31/2023

  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.

  The carrier from Trinity Relocation Group picked up my belongings on August 28, and I confirmed that I want my belongings after August 2. Since than, there is no update. I contacted both Trinity and carrier, but their answers were exactly the same; they are working on my items and I should wait for the update. However, there is NO update and no one wants to take the responsibility. How long should I wait? I am losing patience.

• Initial Complaint

  Date:08/23/2023

  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.

  Better have a lawyer on standby if you hire this company. Hired them to move me and they sent a third party mover. After my stuff was loaded into the truck my bill doubled. I was quoted $3200 for the move and the day of the move it changed to $6700. On top of that damage was done to my house and the movers tried to cover it up and didnt say a word to me. I found out after they left. Upon delivery day the driver attempted to refuse to show up but was made to come on the day I was told. Upon receipt of my items the driver asked for me to unwrap a specific piece of furniture. Come to find out my grandmothers china cabinet was destroyed. After I continued to inspect more of my items I found more damaged. Front load washer that the drum was completely disconnected from the inside of the washer, dryer had something dropped on the top and caved in and sides scratched right down to the metal, dresser had been dropped and top damaged. Filed a claim to get things repaired and replaced and got offered $150 for my trouble when I complained and said it was unacceptable they offered another $150. I didnt accept this considering there was thousands of dollars in damages between the house I moved out of and my property. And getting told its how its going to be and they wouldnt do anything else even though there was insurance on this move and they even confirmed it but are refusing to remedy the situation properly is unacceptable, unethical and more than likely breach of contract. This company should not be in business at all. Just with the ethical issues that I have had to deal with. And we cant forget that I hired them to easy the stress of moving and has done the exact opposite.

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair 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.

  On June 4, 2023 I hired Trinity Relocation to move our household goods to *****, ***** from **************, **. On that date, *****, an employee, walked me through our home room by room via telephone to inventory everything we had. A quote below was guven: 6/4/2023 Total move $7475.25 (I box up)Deposit $3437.50(100% deposit refund if cancelled 3 weeks prior)***** ************ On 8/1/2023, less than a week out from the move, and two weeks beyond. When we could've gotten any sort of refund on our deposit for any sort of cancellation, somebody from our R&M transportation contacted me. They were the outsourced company from Trinity relocation. Once I gave him my number of boxes that he asked me to count that I had packed he came back with a new estimate of over $13,000. I was shocked! We felt like we were caught between a rock and a hard place though with our move less than a week away to try to find anybody else and we would've lost our $3000 deposit. The next week When the movers showed up they had a small truck and when we question them on the size of the truck, they said this is what they were given. By that evening they were unable to fit everything in and had to go the next day and get another U-Haul truck. We were then charged another $2000 for this miscalculation on their part. We had already closed on our home and needed to be out. The first moving truck showed up on Friday at our address as intended. The second moving truck was expected the next day by 11 AM but never showed. We never received a phone call that day or the next day and I had no idea where our stuff was. I did speak with a broker from Trinity relocation on a few occasions over the week . The truck finally showed on Saturday August 19th. We noticed that they had placed a leaking and ***** patio table on top of our good furniture. At least five items had rust stains on them. I also got cussed at by a mover. He told me to."calm the f*** down" and was in my face cussing. Worst move in my life

  Business Response

  Date: 09/04/2023

  *******,
  I am very sorry that you were not happy with our services. When you signed up for our services, we have listed on our website, agreements, Bill of Lading, and verification emails that we are the broker. When providing our customers with a quote, we ask the customer what it is they are taking on the move. We ask them to list all of their items. Looking at your original agreement the items that were listed on your estimate was 51 items at 127 pieces, totaling **** cubic feet of space that will be used on the truck. This is listed right above your electronic signature line on your estimate. When we ask the customer to sign for the services, we ask that you review those items to confirm they are correct before you sign. Then, the week before your scheduled move date, we have our quality assurance team reach out to you to go over your final inventory. Which even at that time, the quality assurance team sends you a copy of your current inventory list to ensure that they do not miss any items on your inventory. Once your inventory was updated with our quality assurance department your inventory went up to 62 items at 282 pieces, totaling **** cubic feet to be used in the truck. Then when the movers arrived, it was found that you had 850 cubic feet more. Now with a revised cubic feet total of ***** cubic feet. Trinity Relocation Group responsible for your reserving your truck, movers, fuel rate, and per cubic feet rate when you pay your deposit. It is no benefit for our company to book a customer, and not send out the right size truck or number of movers. There is no way possible to keep our doors open only by collecting deposits, then customer cancelling due to price change. And in your case having a truck on the road for a move that we clearly are aware may not happen is because the truck isn't big enough, is definitely not a good way of keep our doors open as a company. Delivery is not something that we can guarantee. This is something that can be coordinated with the carrier directly. Trinity Relocation Group takes no part in this process during the move, because we do not do the scheduling for the trucks during the delivery process. The average truck can load up to **** cubic feet. With your move increasing to **** cubic feet, is why there wasn't enough space on the truck for all of your household goods. have attached all supporting documents confirming this responds. 

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20506803
  
  I am rejecting this response because:
  They have continually put this severely miscalculated move on the customer, me. Their customer service is horrible, if they are the professional in this sort of business, I would think that they would have good estimators in the very beginning who are walking me through the process to help me calculate properly, so that this sort of unprofessional miscalculation doesn't occur. Their estimator walked me through to calculate the number of boxes. Why is this my fault? I am paying them to do a professional job. What they don't say in this is that I also got rid of a whole bedroom set (queen **** dressers, chair), a whole dining room set that consisted of a 10 foot table and eight chairs. A huge console . Three accent chairs. I guess the calculation can only go up, but not go down based on cubic feet That were not there in the end? I can tell that this company could care less about appeasing me at all in this situation or taking any sort of blame whatsoever for the initial quote going from just over $7000 to $16,000 for the final payment. Absolutely ridiculous. Horrible communication from beginning to end.
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/17/2023

  UNBELIEVABLE WHO HOLDS THEM ACCOUNTABLE?! They have done this to others multiple times. Is it just allowed that a company can do this to customers over & over without penalty?? We are out of work and when a quote goes from $7000 up to $160000 with no compensation, it puts people into financial turmoil. This is ridiculous 

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair 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.

  Called Trinity Relocation Group on 7/17 to inquire about a move (MD to PA). I spoke with a customer service rep ******* ********************). I was quoted ~$2300 for an 8/19 (Saturday) move, and told by ***** we would be getting our belongings delivered same day, and if not (due to late pickup) we would receive our belongings the next day (Sunday, 8/20) at the latest. While on the initial call I paid the deposit (initially $1121 (an additional $1312 at a later date due to revised estimate)), based on delivery expectation/guarantee. Approx 1 week before the move, I spoke with another rep at Trinity, where I again confirmed the previous delivery agreement. The movers (*********************) arrived 8/19, where the ******* told us we could not pay for pickup or schedule delivery until Monday (8/21) as the office was closed. As of Tuesday 8/22 we have not received our items or been able to get a satisfactory answer from Trinity about why the delivery date has not been honored. We have also not received a new delivery date. We have been given multiple different answers from various employees, difficulty getting calls back, and have been outright lied to about ********************* (the sub contractor selected and hired by Trinity) regarding their weekend moving policies. We have asked for our deposit back as we would have made alternative arrangements had Trinity been forthcoming in regards to the fact that our delivery had never actually been scheduled by them. My fianc is starting a program and we needed our stuff here by that date. We have also had to purchase stuff in order to be able to live in our apartment while waiting on someone to let us know when our belongings will arrive.

  Business Response

  Date: 09/04/2023

  ******,
  I am very sorry that the delivery of your household goods was delayed. However, when it comes to cross country moves, it is very hard to predict an exact delivery time-frame. These are real movers driving on real highways where weather, traffic, and mechanical issues all do play a major part in customers receiving their household goods within a timely fashion. As indicated in our service agreement, delivery time frames may vary beyond our carrier's control. The ********** of ************** allows all carriers the maximum time of 30 business days from the **** to deliver a customer's household goods. If any carrier exceeds those 30 business days from the ****, they are then obligated to reimburse the customer $30.00 per day that they are late on delivery. Trinity Relocation Group is primarily responsible for booking one of our carriers to complete your move. Once the movers arrived and loaded your household goods, you then signed your final Bill of Lading from the carrier with the understanding that from that point moving forward, ********* Movers would be fully responsible for the delivery and delivery time-frame of your household goods. From what I see in our system, you wanted to pay for the guaranteed delivery on the day of pickup, but was unable to due so because the dispatch office was closed. Unfortunately, although that option is available, if the dispatcher is not available to confirm the schedule, especially for special requests, there is no way to apply a special delivery request to an account. As your moving broker, we are always available to assist you with any questions, concerns, or communication with your carrier if you should have any trouble with getting in contact with them. The estimate price changed due to the changes made to your inventory. When providing our customers with a quote, we ask the customer what it is they are taking on the move. We ask them to list all of their items. Looking at your original agreement the items that were listed on your estimate was 14 items, 29 pieces totaling 286 cubic feet of space that will be used on the truck. This is listed right above your electronic signature line on your estimate. When we ask the customer to sign for the services, we ask that you review those items to confirm they are correct before you sign. Then, the week before your scheduled move date, we have our quality assurance team reach out to you to go over your final inventory. Which even at that time, the quality assurance team sends you a copy of your current inventory list to ensure that they do not miss any items on your inventory. After your communication with our quality assurance team, your estimate went from 14 items, 29 pieces to  28 items, 54 pieces now totaling 669 cubic feet of space to be used on the truck. Majority of all of our carriers operate during weekend hours. However, their customer service/ dispatch department is not. We have no direct communication with the warehouse workers. So the process of delivery still is happening during the weekend, but no way of communicating with the carrier's office on getting the status nor a delivery updates. I have attached all supporting documents confirming this responds.  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20505500
  
  I reject this response. I was explicitly told that it would be the same day or the next at the latest. It is your responsibility to know that *********************' offices were closed on weekends and that they do not do deliveries on the weekend. I was told, by two different people at Trinity, that it would be the same day or the next day. On pickup, the ******* told us that was not possible as they do not do deliveries on the weekends and that we got screwed by you. The ******* of our pickup told us that you guys completely mishandled the situation. It is ridiculous that it was *impossible* for it to be the same day or the next day, but be told it even could be, let alone would be delivered on one of those two days. It sounds like you guys do not do enough due diligence in regards to understanding the companies that you work with/contract out to.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair 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.

  On May 31st 2023 I inquired and hired a company as a consumer to relocate my property inside of my apartment at ****************************************************************. We agreed on a price. The total estimate and valuation charge was $2925.79. When they came to pick up my stuff the looked around and said you know what this will actually cost $4,500 now. So I called trinity before signing this extra document the movers brought me because they werent able to earn my trust due to the estimate being a different number than what they said I had to pay. Trinity and their 3rd party contractors were on completely different pages. Im not dumb I do sales with the best there is I knew what they were trying to do so I terminated the service because I didnt have that much money. I offered to pay trinity the whole $2925.79 on may 31st but they said it was not legal for me to pay them more than $1,400 at that time. I thought that was weird so now its also weird the charge re appeared on the method of payment over 60 days after we cancelled our business with them because they couldnt provide their service for the price they promised. The sales rep giving me the estimate said I didnt even use half of the minimum space so I didnt have to worry about anything more than the minimum price. The third party movers said I had over 4 times the minimum. I need my money back because all they did was waste my time. I had to drive a 10 foot U-Haul for $2,104.11 not including fuel food and hotels from *************************************************************** to my new apartment at *********************************************************************** by myself with no help and I had to cancel my flight from ****** to ******** to do this. I need my $1,400 back because this is fraud.

  Business Response

  Date: 08/31/2023

  ******, 
  I am very sorry that you were not happy with our services. When you signed up for our services, we have listed on our website, agreements, Bill of Lading, and verification emails that we are the broker. When providing our customers with a quote, we ask the customer what it is they are taking on the move. We ask them to list all of their items. Looking at your original agreement the items that were listed on your estimate was 13 items at 24 pieces. This is listed right above your electronic signature line on your estimate. When we ask the customer to sign for the services, we ask that you review those items to confirm they are correct before you sign. Then, the week before your scheduled move date, we have our quality assurance team reach out to you to go over your final inventory. Which even at that time, the quality assurance team sends you a copy of your current inventory list to ensure that they do not miss any items on your inventory. You advised ******* on a reordered line that you needed to add a small upright piano and expressed even then that it wasn't bulky. He suggested added more boxes to be on the safe side, but again you refused. You cannot hold Trinity Relocation Group responsible for your inventory not being accurate because you failed to advise us as to what your true inventory was. Your cubic feet increased from your minimum quoted cubic feet of 286 when physically you used ******************************************************************************************* case you had a few more extra boxes, you could add them at no additional cost. It was because you were below our minimum cubic feet move of 286 cubes to 450 cubic feet when the movers arrived to load your items. There is no way possible a customer's items would double this much. it was found on a couple of calls that you had with our customer service staff that you were trying to pay for the move up front and not wanting to pay in installments. Could it be because you knew that you have more items than disclosed to us when we originally booked your service? It's not a weird thing for a merchants charge to reappear on a customer's credit card after a customer loses a dispute. You requested to cancel service onsite when the movers arrived which is outside our cancellation terms. On that same day you spoke with our customer service manager who advised you that you were outside of the cancellation terms. We then did offer to place the move on hold for up to 2 years for you and you refused. Then you were not happy with that, so you then decided to contact your financial institution and request to dispute your charge. Our accountant team responded to your dispute and showed proof on the services you requested then cancelled outside our terms, which is why the charge-back was reverse.  In your complaint you admitted that you paid over $2K for your move, doing it yourself. Minus fuel and  tolls. Your expectations on moving all your items and not paying for the space is what went wrong with this service. You were in breach of contract. I have attached all supporting documents confirming this responds.     

• Initial Complaint

  Date:08/15/2023

  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.

  07/02/2023 is when Company came to pick up our belongings for our move from ******* to ********. I originally contracted with Trinity Relocation and did not know it would be someone else actually moving us but any way different story. They came and started packing our things are we were told that the original price of like **** would now be ****** and since we made deposit of ***** something we still owed 14 something. We tried to contact Trinity to ask what the Hxxl was going on but of course even though they say we can call does not mean they will answer. We told them we had an almost **** sq ft home and a few things in the barn and went thru the list with them but all of a sudden it is almost 3xs the amount. Of course, we have to agree because we had to be out of the home for the new buyers to take possession. They did not even bring a big enough truck and the second truck was supposedly right behind them and then it was all of a sudden not enough space on that one so they would have to send a truck the next day which we were leaving that night. After having to be in an Airbnb for a month we finally get to move in and the fun continues with Moving Depot supposed to be there Monday then Tuesday and finally Wednesday they show and of course now we have our dogs who are already stressed. They unload stuff and we start unpacking and of course we start seeing things smashed. Some are things we cannot replace but the steering wheel to our lawn mower?? How?? Our 65" TV totally missing, the back to our recliner totally missing (find out later in TX), a bar stool (on **** with recliner back), several dishes broken and pictures broken, or holes thru them. When will this end?? I just want our stuff back and money refunded for overcharging almost triple the original price. Most of what they broke is irreplaceable as it was something made by our children when they were young or give from a passed family member. I am in disbelief that companies are ok with this.

• Initial Complaint

  Date:08/15/2023

  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.

  BEWARE OF MOVING SCAMS!We chose to use Trinity Relocation Group for our recent move from coast to coast. We were lied to by the sales representative from the beginning of the process. They promised that they did not contract their work out, that they provided the utmost care for personal belongings, and that everyone involved in the work was a member of a vetted and trusted network.They were a day late for pick-up, they showed up in an Enterprise rental truck with two movers from ********* and they left many of our items behind in WA state. When they arrived more than two weeks later to our new home, the driver was from **********, who worked for another company, with two "movers" who were hired off of ********** that morning.They would not begin unloading until we paid them nearly $3500 more in cash. We paid with money order.They unloaded everything, leaving piles of disassembled items in random places. The items that were not damaged or broken, were altogether missing.We were charged $3400 more than quoted and there were approximately 100 items on the truck that were not ours. We still have one box that is not ours, but we have no idea who it belongs to. It is full of games and signed Mariners game *****. I believe the driver would have left all of the other people's belongings had I not insisted he take them.I don't really know what all is missing, as we have not fully unpacked yet.This company preys on people who are making a time-sensitive interstate moves. They will promise everything good, then ghost you and give you the run-around once they get their exorbitant deposit.It is very low cost to open a moving brokerage in *******, and this is a very common scam run similar "companies."

  Business Response

  Date: 09/19/2023

  *******,
  I am very sorry that you were not happy with our services. In your complaint, you mentioned that our sales rep advised you that we do not contract-out our jobs. He is correct! We do not contract out our jobs. All of our carriers are assigned and work only with Trinity Relocation Group. We have 19 carriers that are under our carrier group. Depending on the location of the customer's pick-up address and delivery address, determines on which of the carriers we assign the customer to. We have specific carriers assigned to their primary areas rather it's the ****************, Mountain and Central area. When you signed up for our services, we have listed on our website, agreements, Bill of Lading, and verification emails that we are the broker. In which all of our required documents needed, to process with your move, are electronically signed by the customer. By receiving the signature of the customer, without force or by being mislead about our services, we ca only trust that the customer has read and agreed to our terms and conditions for obtaining us as your relocation service company. Our drivers do try their best to arrive at the scheduled pick-up/delivery times for our customers. But unfortunately, because these are real movers driving on real highways where weather, traffic, and mechanical issues all do play a major part in customers receiving their household goods within a timely fashion or being picked-up as scheduled. As indicated in our service agreement, delivery time frames may vary beyond our carrier's control. The ********** of ************** allows all carriers the maximum time of 30 business days from the **** to deliver a customer's household goods. If any carrier exceeds those 30 business days from the ****, they are then obligated to reimburse the customer $30.00 per day that they are late on delivery. Trinity Relocation Group is primarily responsible for booking one of our carriers to complete your move. Unfortunately, Trinity Relocation Group  cannot control the hiring process of our carriers movers, other than confirming all employees must past  both State and Federal background checks . You are claiming that the carrier hired helpers from ******* List. There is no way for me to confirm or deny that. And again, their hiring procedures are not controlled by Trinity Relocation Group.  All of our moves comes with the basic standard protection of $10,000.00 at $.60 per pound which is also indicated in our estimate.  I am showing in our records on 8/11/23, we sent you the claims form so that you may complete your claim. As far as the items you received in error, you would contact the carrier regarding scheduling to have the items pick-up. I have attached supported documents for this complaint.  

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20472583
  
  I am rejecting this response because: Trinity is taking no responsibility for the things they lost and destroyed, and the overcharge, after they promised at signing that they "would take care of everything, to take the stress out of moving."

  Their "trusted" partner will not return calls either.  We have gotten the run-around every step of the way.  As far as I can tell, this is purely a criminal organization.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair 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.

  Job No B5220553 I hired Trinity Relocation Group to move across country. Below are my primary complaints:1. My contract stated that the "first flight" of stairs was included at no charge. They hired a moving company (Top ************ Services) that only covered the first 10 steps (not a standard flight of stairs). I was forced to sign the contract with Top ************, but had no control over their contract verbiage. I had to pay for the additional stairs upon delivery.2. The appraisal process is designed to lock you in early at a low price, then gouges you later on. Since there was no solid communication as to requirements, when the moving company arrived to pack my things, they required additional boxes, which they then used to say I did not provide a complete inventory and then charged me even more money. By the end of the process I had almost tripled my costs from the original quote.3. The movers they hired (Top ************ Services) were completely unprofessional, damaged my property through neglect and laziness in dragging and dropping boxes and furniture. I watched them slice open plastic with a knife, cutting my table in the process. 4. The movers who delivered my property did not reassemble the furniture that the packing side dismantled, which was part of my contract. This made it extremely difficult for me to handle solo.5. I reached out to Trinity's customer service and was given the run around. I was told several times that someone would get back to me, but they never did.

  Business Response

  Date: 09/02/2023

  ******,
  I am very sorry that you are not happy with our carrier services. Please provide us proof where the carrier charged you for the first flight of stairs and we can definitely get that corrected for you. We will have the carrier refund you for that charge. I am showing that you reached out to our customer service staff on 6/9/23 upset about the increase and that you didn't know that you had to box everything. I see that you had spoken to a few different customer service members regarding your services, and were told that our dispatch manager would reach out to you. However, we are not physically at the warehouse and have no control on manager's following through on their promise to reach out to a customer. And for that, as your Broker, we apologize. Based on our agreements, you are covered up to $10,000.00 in cargo protection. I do not see where you have completed the claims form.

  Please follow the following instructions to file your damage claim for your household goods. I have also included the supported documents, supporting this complaint responds. The claims process used by the carrier is a 3rd?party claims company called CSI Pros.? You can file your claim by going to??www.csipros.org?and clicking "Register to file your claim."  Make sure you are filing the claim under the carriers name, {TOP NOTCH MOVERS }, rather than Trinity Relocation Group, as we are not directly registered with CSI Pros.? 

  
  Be sure to upload as many supporting pictures as you can to help with your claim process and to ensure that you get the most compensation possible for your claim.? After filing your claim, you will receive a claim number and you can follow up with CSI Pros at ************.? Unfortunately, Trinity Relocation Group does not have any say in the claims process and we are unable to access your claim documents, however, please don't hesitate to reach out to us should you have any additional questions or concerns.??      

• Initial Complaint

  Date:08/07/2023

  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.

  We contacted the mentioned company to have our goods moved from Kansas to ********* 1st attempt they sent a driver that didn't speak English and had no idea what to do also today they sent another they also had major issues with the list of our goods which require additional expenses and they are refused to return our deposit

  Business Response

  Date: 08/31/2023

  Hamed,
  I am very sorry that you you were dissatisfied with our services. Although you mentioned in this complaint that the movers did not speak English, you spoke with our customer service staff on the day of pickup who confirmed that the reason that you were upset about your move is that your move increased by 305 cubic feet. Please remember you are charged based on the space you use in the truck for your household goods. When providing our customers with a quote, we ask the customer what it is they are taking on the move. This is then listed right above your electronic signature line on the estimate. When we ask the customer to sign for the services, we ask that you review those items to confirm they are correct before you sign. Then, the week before your scheduled move date, we have our quality assurance team reach out to you to go over your final inventory. Which even at that time, the quality assurance team sends you a copy of your current inventory list to ensure that they do not miss any items on your inventory. You cannot hold Trinity Relocation Group responsible for your inventory not being accurate because you failed to advise us as to what your true inventory was. No matter if you increase or decrease of your inventory with us directly or onsite with the carrier, it is going to reflect the same amounts. Meaning your quoted rate per cubic feet was $4.20 and the fuel rate of 13%. You will only be charged for the space you utilize on the truck. And for any additional services indicated on not only on our original estimate but also the carrier contract on day of pickup. For example, creating service, bulking fees, long carry, etc. I have attached all supporting documents confirming this responds.  

• Initial Complaint

  Date:08/04/2023

  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 hired Trinity Relocation to move my son from boarding school in ******* to his apartment in college in ********. Based on a detailed furniture list they provided a price of $2,000. I was not informed they were not the actual moving service or that this estimate may be dramatically different if the items I listed were accurate. On the day of the move an entirely different company came to do the move. After loading every item onto the truck the mover informed me that the price is $3400. He threatened to leave when I argued about the price. I obviously was stuck in a bind since everything I owned was packed and my lease was up. I signed the papers because I had no other option. I then complained to Trinity after the move and they reviewed the case and stated I had more items than I originally stated. However I did not. Trinity would not even discuss a compensation for the $1400 difference in price. We Care movers will not provide me with a move in window and they still have all of my furniture but they wont tell me when they are coming. I cant get my furniture and now we care for you and Trinity have both hung up the phone on me and they have no customer service and are extremely rude. I 1) Exocet the original quote to be honored - within reason - and now have to pay more than 50% additional $ compared to the estimate - based on the exact items I provided in advance - 2) require a reliable move in window (1-2 days) do that I can move my son into his college apartment with furniture - as planned. 3) I would warn anyone thinking about using trinity or we care for you to NOT because they lied to me, they are dishonest, their quote cannot be trusted, they coerced me to sign papers that entitl w them to my money or I would not have been able yo complete the planned move, and they have no customer servicey, are nasty and rude.