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:08/07/2023

  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.

• Initial Complaint

  Date:08/02/2023

  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.

  When I booked the agreement with Trinity Relocation to move my things they told me my things would be guaranteed delivered by 8/4/2023. They told me not to worry that their subcontractor made me sign paperwork that it could be up to 20 days longer than that and I would be guaranteed to get my items at the latest by August 4th. The pickup process was sloppy, they almost didnt make the window of the 48 hours they agreed to. Then, upon the delivery timeframe there was no communication that my items were not going to arrive by August 4th. Every time I call, they told me they will call me back - never following through on that. The promised latest delivery date is not going to be achieved and I just called for them to tell me they cannot guarantee a call back in the same business day and a manager hung up on me when he had no solutions to offer whatsoever. This company is a complete scam as far as timelines they promise. Would not advise trusting them with any job.

  Business Response

  Date: 08/16/2023

  Alyssa,
  We would never guarantee a delivery date. In the transportation business we can only provide estimated delivery timeframes. Even with your move date, when signing signing up for our service we give you a 2 day window for pickup. Because these are real movers and real highways, it can be tricky with attempting to provide a customer with a guaranteed delivery date. On the day of pickup again, the movers will ask you, what is your first available delivery date, to be sure to not have your items in route to your before you actually at the new address. Again, its titled first available delivery date, which starts the process of delivery. Not only is this located on our agreement, but also on our verification email that you have electronically signed stating that you understood and agreed to the terms. I have submitted the supported documents.   

  Business Response

  Date: 08/16/2023

  ******,
  Please see the supported documents, in regards to your complaint.

• Initial Complaint

  Date:08/02/2023

  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.

   
  Complaint: 20411555
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************e elses stuff in there too. Anyway they ended up way over charging us for materials, space on truck, packing (we did more then half ourselves) and addition for a small box truck. Also, we are missing items that cannot be replaced from loved ones, awards and prizes won. Also they ruined our new table that costs thousands. ******, the supposed customer service person, is absolutely no help, wouldnt return my call for 7 weeks until I threatened with a lawyer. Still no accountability or action taken when its apparent so much of this is the fault of trinity and patriot relocation. Neither handled things professionally and employees should be ashamed to work for such frauds. Please do not use trinity or patriot youll be missing items and ripped off. We are so furious and hope everyone here reaches out so we can shut them down with a class action lawsuit!

  Business Response

  Date: 08/15/2023

  *******,
  When signing up for our service you are provided your sales representative contact information as well as our customer service department which is open 7 days a week from 9am-8pm EST. Our salesmen are constantly on the  phone at all times. Getting the rep back on the phone to handle issues with our carriers is very hard because our reps are not always working from the same desk, or office, or phone line. You are only charged for the space that is utilized on the truck. You are not charged for the items we are moving. Based on the changes that were made on your account prior to the movers arriving to load your items, it looks as if items were added during ***************** with ***** and again at pickup. Your move went from 615 cubic feet (76 pieces), to 792 cubic feet (112 pieces), then finally during pickup it increased to  980 cubic feet (135 pieces). Again you are charged for the space you utilize on the truck. Our paperwork shows the reason for the price change. We cannot move customers without them paying for the space they are utilizing. No matter what items were were added or removed, again you were only charged for the space you use. Customers at times assume that if they added 10 boxes to the move, but actually had 9 boxes that that automatically reduces the price for the service. That is not always the case. If those 9 boxes, once loaded, use more space then estimated, then the customer is charged accordingly. I am very sorry about the damaged items you received. However, I see where you have contacted our office regarding the damaged/missing items and we emailed your the claims form back on 7/28/23. As indicated in our contract, Trinity Relocation Group is not responsible for claims. That is handled by a 3rd party ****************** Please see all supported documents.       
  

  Customer Answer

  Date: 08/28/2023

  Just wondering what is happening here. Havent heard from anyone in a while please and thank you. 

  Customer Answer

  Date: 08/21/2023

  Upon booking this service we were assured and reassured by 4 different people we were booking a STOCK TRUCK/UHAUL size box truck because 1, at pickup it is in the ************** and a large 18 ******* wouldn't park well.... 2, at drop off there are NO 18 WHEELERS ALLOWED due to lack of turn around radius. This was spoken about with each phone call and BEFORE we made the initial deposit.

  Day of delivery, we were charged and additional $680 for a stock truck claiming it was an additional cost. I f we DID NOT PAY, our delivery would be cancelled and our 30 "free holding" null and void and we would have to pay additional daily holding fees although it had only been 10 days since pick up! They were bullying us this whole time for extra charges etc.

   

  We paid for full packing of things. They said if we decided to pack some things on our own, we would be reimbursed some of that fee. We packed more than half our stuff and still charged extra!

  We were charged for packaging material we did not use. I have photos of every box that was sent to us and inside of the stock truck we paid for. They charged us for a certain room space and not even half the truck was full and it was also packed with someone else's stuff, so we were overcharged for that!

  We are missing items and have damaged items that I will fill out and claim. We need to be reimbursed for the stock truck and packing they didn't do.

   

  We paid higher amounts for clothing boxes which just had our hanging clothes thrown in and not hanging, glass pictures thrown in with clothing which shattered and we had to carefully rewash everything.

   

  It was a complete nightmare and we had hired moving companies a bunch! This was truly the worst experience I have ever had and it continues to haunt me as I cringe thinking about all these other poor people who will have to experience this!

   

  Business Response

  Date: 09/04/2023

  *******,

   I see where you have contacted our office regarding the damaged/missing items and we emailed your the claims form back on 7/28/23. As indicated in our contract, Trinity Relocation Group is not responsible for claims. 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, {Patriot Relocation}, 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.? You are only charged for the space that is utilized on the truck. You are not charged for the items we are moving. Based on the changes that were made on your account prior to the movers arriving to load your items, it looks as if items were added during ***************** with ***** and again at pickup. Your move went from 615 cubic feet (76 pieces), to 792 cubic feet (112 pieces), then finally during pickup it increased to  980 cubic feet (135 pieces). Again you are charged for the space you utilize on the truck.?Our paperwork shows the reason for the price change. We again, cannot move customers without them paying for the space they are utilizing. No matter what items were were added or removed, again you were only charged for the space you use. Customers at times assume that if they added 10 boxes to the move, but actually had 9 boxes that that automatically reduces the price for the service. If those 9 boxes, once loaded, use more space then estimated, then the customer is charged accordingly. 

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20411555
  
  I am rejecting this response because:

  my main concern is not being addressed. 
  

  BEFORE booking this contract we were reassured a box truck could be used for the final delivery. It was their choice to use a larger truck or box truck upon pickup. 
  

  We were bullied into paying an additional $680 via Venmo to patriot relocation or we would have to forfeit our 30 day free holding of our items even though it had only been 1 week from time of pickup. Trinitys was closed of course and there was no time to resolve this matter without feeling like they were going to start charging daily. 
  

  its absolutely absurd! All items were accounted for before pickup as well and we packed more than half our stuff yet charged for patriot to pack and we were told that would save us money also because we didnt use all the packing materials they claimed. I have all of this documented through photos. 
  

  im thoroughly disappointed in both companies lack of concern with way overcharging customers and I can now see Im not the only one complaining. 
  

  we have been very fair and patient until 10 phone calls werent responded to about our issues so here I am until things turn fair. 
  

  I do not know how either company is still in business. 
  

  we are asking for a fair refund of the $680 additional box truck charge that was supposed to be part of our initial signing. 18 wheelers are not allowed on this road as they cannot get out! Its literally illegal and impossible which is why we made sure we were paying for a box truck usage. 
  

  also, they counted our sectional as individual pieces even though we paid extra in the contract. That is one piece not 10! Each box is one piece not 10! 
  

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/31/2023

  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.

  Spoke with Trinity Relocation Sales Rep. * ***** who assured me my move would go smoothly.This is a moving company bait and switch* The broker* Trinity Relocation* quotes you $5*000 to move you from Georgia to Okla. Then they outsource it to a totally deceptive company. We Care For You is anything but Caring. They arrived with a small truck when I repeatedly told ***** at Trinity Relocation and We Care For You* that I had Large pieces of furniture and* needed a large truck. They arrived with a smaller truck and could not get all my belongings on the truck at 12:30PM and could not find another truck to pick up the rest of my belongings and charge me $$9*400.00! My Ex-husband brought the rest of my things to ****. Then they arrived at my new home and was rude* had damage on some furniture and Lost one of my custom formal dining room chairs. **** return calls* wont even acknowledge my claim or give me the status of my claim. Never go through a Broker to move! And really checkout the outsourced actual moving company. I plan to write the Attorney General of ******* and Secretary of Transportation.

  Business Response

  Date: 08/25/2023

  *********,
  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 28 items at 85 pieces. This is listed right above your electronic signature line. 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. After speaking with our  quality assurance team, your inventory went to 41 items at 116 pieces. Our insurance amount is also listed on our agreement, advising our customer that it is at $0.60 per pound, and that you may purchase additional insurance if you choose to. When customer hides their true inventory, it always turns into we have under quoted the customer. Which it is not true. 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 $3.65 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, crating service, bulking fees, long carry, etc. I do not see where you have reached out to us to request a claims form. The carrier nor the broker would handle any insurance claims. Claims are handled via a 3rd party company. If you have not received any resolution regarding your damages, please contact our customer service department at ******************* to request further assistance regarding filing a claim.  I have attached all supporting documents confirming this responds.     
  
  

• Initial Complaint

  Date:07/24/2023

  Type:Delivery 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.

   
  Complaint: 20367942
  
  I am rejecting this response because:
  As I stated in my complaint, I take responsibility for the cost of the move being 3 times the initial quote. To anyone unfamiliar with a moving broker company such as Trinity - they send you a quote, if you agree to it you have 3 days to cancel for a full refund. If you do not cancel within that window but within a certain amount of time prior to the move, you get 50% back. HOWEVER, you will not have an absolute total cost of move until all of your items have been loaded onto the truck because they sticker and list everything. So if you do not count every single piece which you are moving, you will get a cost higher than you expected, then if you decide the cost is too much, they have to unload everything and your are back to square one and out a large amount of money. You also must pay in cash or cashiers check (they do this so that you cannot challenge a charge / cannot trace money). Your response did not address the concerns that I listed in my complaint. Also, since you brought it up, I DID NOT AGREE TO $0.60 per lb of damage - it is written in in the contract and the handwriting is not mine (fraud???). Upon pick up of our items, the person in charge of the pick up was from the county of Georgia and spoke broken English. I had questions about the contract which he could not answer due to the language barrier. I asked for copies of what I signed which were not provided to me. Multiple items were NOT LOADED ONTO THE ***** and left in our previous house because we had no way to transport them ourselves (ladder, shop vac, dolly/hand truck). We received less than 6 hours notice when our items were going to be delivered, which also is listed in the contract and states that if we had not been available (cancelled our plans on a holiday weekend) we would have been charged extra. I reached out to Trinity and the moving company on the day of our delivery because I had concerns and questions which could not be answered by the man delivering our items because he spoke no English whatsoever. I was directed to a 3rd party site to submit a claim for our items - a large amount of which had been damaged. The moving company stopped answering or returning my calls. I did speak with ***** on July 3rd to express how frustrated we were. He stated he would follow up with the moving company regarding some sort of compensation as our items were stacked in the first available room to our house and nothing was reassembled - as it stated in the contract that it would be. We could not communicate with our mover/delivery driver as he spoke no English AT ALL. There was only one mover that arrived to unload our items. A second person came with about 45 minutes left to unload and was of little help due to physicality. When I called again after not hearing back from Trinity after speaking to *****, I was told "if it were me, I would have used a translation app to let him know where to put the items" then I was told they have extensive notes about me and "you will not get any sort of compensation" and hung up on by Trinity. So yes, you may have documentation that I spoke to your staff but and that is not what I'm claiming. I'm claiming that I was unable to speak to your movers due to language barriers which resulted in unanswered questions, damaged items, and falling short of the agreed upon contract of placing boxes in appropriate rooms and reassembling furniture. I was TOLD that there is INSURANCE up to $10,000 for items. The site you keep directing me to states right on their page that they do not handle insurance claims and are not an insurance company. 

  Sincerely,
  
  *****************************

  e day of our delivery and received a text response which told me to file a claim with a company that states right on their website they do not handle insurance claims; despite Trinity stating every move is insured up to $10,000. We paid for a service we did not receive - our boxes were piled in our living room (the first room inside the front door). I called a couple days after our delivery and was told Trinity would look into this with the moving company and follow up with me, they never did. I emailed and received an email back from the movers with the same website to file a "claim". I called again today and was told I should have used ****** Translate because that's what "I would have done if I was in your shoes". Am I expected to use ****** Translate for a service that I paid for? Then I was told they would not be giving me any sort of compensation and I was hung up on.

  Business Response

  Date: 08/23/2023

  ******,
  I am very sorry to hear about your experience with Trinity Relocation Group. Our estimates are given based on the household goods list that the customer provides our salesmen with on the initial call when providing a quote. Based on the original estimate you signed, you advised ***** that you had 21 items, 45 pieces. Then a week before the move, I am showing that you went through our quality assurance department, where then your revised estimate reflected 65 items. 115 pieces. And then finally on the day of the move your item also increased with the carrier to then reflect 164 PIECES. In order for a move to increase 3 times, by 3 different departments, it can only mean that the customer did not provide us with the correct number of household goods. There is no way the list of items were listed incorrectly, because you signed off on the inventory list 3 times, each time after the additional items were added. Approving the quoted rate and inventory items. 1st time with *****, 2nd time with *****, then a 3rd time with the carrier directly.  All of our moves come with the standard $10K Basic Valuation Protection at $.60 per pound. This is also listed on your agreed estimate. We also offer full value protection as an option to all of our customers. I do not see where your selected the full value protection. You stated in your complaint that Trinity never got back with you regarding your concerns. That is not true. I have records that you spoke with our customer service manager ***** several times. and our customer service team **** and  ******. You even did a chargeback with your financial institution for the credit card you used when setting up your service with Trinity.  We verified what's going to happen in steps, when you spoke with ********* on 6/1/23 during the verification call and you also electronically signed the verification email that was sent, confirming we explained these steps to you. So I'm unclear as to why you did not get a clear understanding as to when you will be notified by the carrier regarding delivery and pickup.  Back on July 3rd 2023. Based on your complaint, I see that you are needed to file a damage claim. We emailed you the claims information back on , please see below:
  
  From: ***************************** <********************>
  Sent: Wednesday, July 5, 2023 09:07 AM
  To: Trinity Relocation Group **************** <************************************************************>
  Subject: Re: Job #B5220685 Claims Information
  
  Good afternoon, 
  
  We are very sorry to hear that you experienced loss/damage during your move.? The claims process used by the carrier is a 3rd?party claims company called Moving Claims.? You can file your claim by going to?www.movingclaims.net clicking "Register to file your claim. ?Please make sure you are filing the claim under the carriers name,? rather than Trinity Relocation Group, as we are not directly registered with Moving Claims.?Please 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 Moving Claims.net at ************** .? Unfortunately, Trinity Relocation Group does not have much say in the claims process and we are unable to access your claim documents, but please don't hesitate to reach out to us if you should have any additional questions or concerns.?? 
  
  **************** Department  
  ***************  
  Trinity Relocation Group  
  

  Business Response

  Date: 09/02/2023

  ******, 
  Our estimate is primarily based off of the space you use on the truck. We do understand that when a customer is looking to choose a moving company that it is impossible to know your entire household inventory during that initial call with our sales team. Which is why the sales rep request that you first advise us as to what large items you have that can't fit inside of a box. Then, after that we calculate how many boxes you may need based on your knowledge of your many house goods you have that will be boxed. Then the week before the move we have our QA department reach out to you to finalize your inventory. So when you say that you have no idea of how many boxes you have, we do understand. However, by the time our QA department reaches out to you, you should have a 90% accurate count of your boxes and household items you will be moving. It is impossible to quote a customer based on their bedroom size, because all bedrooms don't have the same pieces of furniture in them. If you were advised via text of your items not being covered for damages, I am not sure who would have sent you that text. As of today's date Rado Express is not an active carrier with Trinity Relocation Group or ************** of *************** However, we did reach out to the personnel that we still have contact information for at Rado Express, who advised us that you should file a claim @ www.movingclaims.net. Advise them that at the time of service, they were the assigned insurance claims company and that your job# was B5220685. As a show of good faith, the personnel advised that because your boxes were not staged nor was your furniture reassembled, if you would contact our customer service department at ******************* and provide your zelle information, they would zelle you a courtesy refund of $100. I have attached supported documents supporting this responds, including a picture showing how the same bedroom size can different size cubic feet of items in them.           

  Customer Answer

  Date: 09/15/2023

  We were never issued the $100 from the hired moving company despite reaching out and providing the requested information. 

• Initial Complaint

  Date:07/22/2023

  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.

  These people took my deposit and claimed I changed my list of items to move but the original person I spoke with had the entire list and they record your conversations with out my concent to do so. After they double the cost of my move I cancled and they will not return my deposit. They waited 4 days befor my move to call me and change my quote. then when I cancled they said oh its less than 7 days to your move we are keeping my $1500 deposit, These people are a complete scam they prey on people in stressfull situations to take advanage of them and steel their money. If any one is thinking of using these crooks PLEASE find a reputable moving company even if its a little more,

  Business Response

  Date: 08/15/2023

  *****,
  Our estimates are based solely on our customers providing us with a list of their household goods. I have attached the supported documents reflecting the reason that you are not entitled to a refund. Your signed your agreement  shows that you signed our agreement indicating you only had 126 pieces and 9 items to move. Because our estimates are based on the space you would utilize on the truck, we can only quote you for  that space that you are using. The purpose of waiting to do the final inventory so close to the move date is because at this point a customer should have had a final count on boxes, household goods, and packing needs etc. It is not because of the cancellation terms of canceling within 7 days of the scheduled move date. Please see all supported documents.    

• Initial Complaint

  Date:07/17/2023

  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.

   
  Complaint: 20335233
  
  I am rejecting this response because this information is grossly misrepresented and not accurate. The items I added were as follows. One additional bin (4.2 cublic feet), a small new desk that was still in its original box (4.2 cubic feet), the 3 drawer plastic bin (4.1 cubic feet), the chair (6.9 cubic feet), 2 PVC pipes that are 5 ft long and 2 inches wide (< 1 cubic feet), and a swifter (1 cubic foot). All together, this comes out to roughly **** additional cubic feet. Therefore, 121 cubic feet + **** cubic feet comes out to ***** cubic feet which is still well under 165 cubic feet. Also, this response is not even consistent with what I was told on 7/24/23. ********************* from ********************** has continued to be horrendous. I was told multiple times by a female customer service representative that she was going to call me back in 20-minutes and both times she NEVER called me back. Another customer service representative has been VERY rude with me. Last time I spoke to him on 8/11, I told him I would like a supervisor to contact me (and not him as I cannot stand his attitude at this point) so we can further discuss the issues Ive had in hopes that we can resolve these issues. I am still waiting for a return call from a supervisor. My complaints with Trinty are extremely similar to complaints from other customers found here on BBB and other websites that have reviewed their services. It is shocking that they can dismiss the same claims against them over and over again. 

  Sincerely,
  
  *******************

  t they or someone else would call me back to resolve these issues today or in ***** minutes', but then no one would actually call me back. Then I would call back a couple hours later and get told the same exact thing (and still no call back). The companies that Trinity used to move my stuff were often rude & severely lacked in communication. The movers scheduled the drop off for June 19th, but they NEVER came and no one ever called me to let me know that they werent coming. They didnt end up bringing our stuff until June 30th. I had to call Trinity many times for updates (to no avail) since the movers were almost impossible to get a hold off. The movers even had the nerve to call me one night to complain to me that I had complained to Trinity about them. Trinity should not be doing business with companies like this in my opinion for these reasons alone, but there were other issues. There are more issues I had but these issues are the most concerning to me at the moment.

  Business Response

  Date: 08/23/2023

  ****,
  I am very sorry that you were not happy with our services. 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 7 items, 11 pieces totaling up to 121 cubic feet. So when staff advised you that you had extra space, they were correct. The minimum cubic feet for all of our moves is 286 cubic feet. Because you were only at 121 cubic feet, you still had 165 more cubic feet that could have been added  to the truck and you would have not been charged any additional fees.  When the movers arrived, what was added to the truck was the following: Plastic bins instead of boxes, also had the following items, not on the estimate., 6 bins, 3 drawer plastic storage, desk, chair, misc. *****, and swifter. With the additional items, your cubic feet was increased to 425 cubic feet. So the revision was done on site with the carriers and signed by you, agreeing to the revision as follows:  425 cubic feet $1700. because of the additional items, $45 in packing material used by the movers, fuel $221, binding ******, totaling $2741.00. The carrier even loaded 50 cubic feet (valued at $200) for free as a courtesy to help you out with the total cost. I have attached supporting documents that is part of your contract signed for by you.     

  Business Response

  Date: 09/02/2023

  ****,
  We as your Broker did absolutely nothing wrong with the booking of your move. I am now submitting additional supporting documents showing that your inventory was different then what was told to us from your original estimate. You can't move a living room set at the same price as moving and lamp and table. Our estimates are primarily based on cubic feet used on the truck. Which out a true inventory, there is no way possible to give a customer like yourself, an accurate estimate. Please see the attached documents showing that the carrier provided you with a revised estimate in which you signed and agreed to. You will also see you were quoted for boxes, not plastics bins.       

  Business Response

  Date: 09/02/2023

  
  

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20335233
  
  I am rejecting this response because Trinity has not accepted any responsibility for any of the issues I (and many others) have had with them over the years. Trinitys sales team and customer service reps ****lead individuals in order to gain more customers by offering what appears to be cheaper prices at face value. The sales team also does NOT properly document the number of items being moved at the time of the initial phone call so that they can underestimate the total size of a move to bid a lower price upfront. They also do NOT update the cubic feet changes nor provide updates to changes in the initial bid even after numerous conversations prior to the move that discussed changes in the total cubic feet of the move. Furthermore, during these conversations, some members will even confirm that the prices will NOT change without reasonably assessing that claim. 

  I am also still waiting for a call back from someone from upper level management (or at least a different customer service representative than the person I have been primarily in communication with) per my last phone call with the customer service representative. Via our last phone, he (the customer service rep) said that he would have another member of the customer service team or someone else from upper management contact me so that I can discuss the issues I have had. I have not received a call back from another individual from Trinity as of 9/8/2023 (last phone call with him was 06/27/23).

   
  Sincerely,
  
  **********

• Initial Complaint

  Date:07/17/2023

  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.

  On June 13 2023 I was promised a credit by ******* and then sent an letter of apology after weeks of never receiving a response or call back from her.Attached is the email chain and promise to pay me. Also pasted below:On Wed, Jul 5, 2023 at 7:52?PM Odyssey Moving Group **************** <******************************************************************************************> wrote:Hi ****,We are very sorry that you never did receive the email ******* had mentioned regarding the courtesy credit of $268 that Odyssey had offered. Please send us your wire information and we will go ahead and send it to you ASAP. We also ask that you agree to the below terms in order to receive the credit. Of course if you have any questions, let us know.For wiring instructions, we will need the bank name, account number, routing number and the address the bank has on file for you. By electronically accepting this refund and agreeing to this email, you as the customer agree not to slander, defame, or tarnish Odyssey Moving Group on any social media platform or internet website. You must agree to remove any negative reviews against Odyssey Moving Group written prior to signing this agreement. You agree to not take any legal action against Odyssey Moving Group. Failure to do so will result in this agreement becoming null and void. Please confirm that you agree to these terms and we will process your credit. **************** Odyssey Moving ********************** ****************** ***************************************************** *************************************************

  Business Response

  Date: 08/10/2023

  ****,
  I am sorry for your moving experience with Odyssey Group. We apologized for the missed refund agreement not being processed. We then immediately had our accountant process your refund via wire transfer. I have attached the wire receipt.  

  Business Response

  Date: 08/23/2023

  ****,
  I am sorry for your moving experience with Odyssey Group. We apologized for the missed refund agreement not being processed. We then immediately had our accountant process your refund via wire transfer. I have attached the wire receipt showing that you were refunded, as discussed.