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:08/02/2023

  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.

  We hired Trinity relocation for a secure and safe move with them packing some of our things. We spoke with ******* who assured us he was our point man moving forward. After his very fast speaking wheel n deal and a large deposit we never heard from him again. We then spoke with *****. Polite gent. Reassured us of our move and specifics of needing a small box truck to get down our road etc. Then onto *****. A partner of the company who reassured us of the very same. All this was included in our talks and payment etc. Each person told us we were certainly overpaying and would be reimbursed at the final payment or it would go down significantly after finding out what materials would be needed etc. They kept adding on hundreds of dollars and bullied us into agreeing or we would lose our 30 days free hold if we declined this immediate device. It had only been 1 week since they picked up our stuff. They added $680 for a small box truck with so much sq ft that was only 1/3 used and had someone 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: 08/16/2023

   
  Complaint: 20411555
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  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!

   

  Customer Answer

  Date: 08/28/2023

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

  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.

  I've reached out to Trinity as well as the company they brokered our move to. The problem with moving companies in general is that they offer a quote based on sight-unseen "average" for the household you're moving from. In retrospect, I would not say we have more stuff than the average 3 bedroom household but apparently we did because our cost was well above what we were quoted. Which is my fault - it is impossible to know how many boxes you will have when all is packed. Yes, my items arrived damaged. Yes, I got only hours of notice before delivery. Yes, I was notified of pick up less than 24 hours in advance. These are not the reason I am writing this today. When our items were delivered, one man arrived to unload the truck and he spoke no English whatsoever. In our contract with Trinity it states their service is all-inclusive meaning the cost also included placing items in their respective rooms and reassembling furniture. Due to the language barrier this did not happen. I called the 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  
  

  Customer Answer

  Date: 08/24/2023

   
  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,
  
  *****************************

  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.

  I was originally quoted $2267.73 for the services requested, but I was charged $2791.00. The reason why I was told I was charged more is because of extra cubic feet of stuff being moved. However, I was told several times over the phone when talking with Trinity members that I was so far under the minimum cubic feet load that I could add ***** boxes of stuff and Id still be under. I added 3 boxes. One box was 76x40x10 inches (item 1), one was 26x50x5 inches (item 2), and one was 22x24x14 inches (item 3). I notified Trinity well in advance that I had added items 1 & 2 and I asked for confirmation that I was still under the cubic feet requirement which I was ensured over the phone that I was. Trinitys customer service has been awful. They did not respond to many of my emails, text ********* ******* calls. Furthermore, I was often told conflicting information about matters that I had previously discussed with them. Additionally, there were many times when a representative would promise that 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.     

  Customer Answer

  Date: 08/25/2023

   
  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,
  
  *******************

  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.  

• Initial Complaint

  Date:07/12/2023

  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.

  I reserved a move with this company and they were willing to take my reservation and my $1238 for a reservation. They told me that they were going to come get my stuff on June 26, 2023 and they sent some movers I dont know if its from their company or third-party but my stuff was moved on June 26 from ******** ******** and I am moving to ******* ******* here. It is July 12 and I still dont have my belongings I am out raged. I am disabled and recently had breast cancer surgery on December 12, 2022. This should not happen to anyone else they are irresponsible and just do not care about the consumer and they have most of my money but I still have none of my furniture. My son and I have been sleeping on the floor and have no money for a hotel room or to get new furniture. I need some help immediately.

  Business Response

  Date: 07/15/2023

  *******,
  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. It is shown in our system that our carrier did arrive on your requested pickup date. 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, MSN Logistic Movers would be fully responsible for the delivery and delivery time-frame of your household goods. 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. Please find the supported attachments showing that when you signed up for our services, you electronically signed that you agreed and understood the terms and conditions of using Trinity Relocation Group as your broker. Please feel free to contact our customer service department at ******************* if you should have any further questions or concerns. I have attached all supporting documents to this complaint. 

• Initial Complaint

  Date:07/11/2023

  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.

  Trinity grossly underestimated the cubic feet of our items. We are not cubic feet experts and have no idea if was close or not based on the item list . The estimate was off by more than half. This is where it gets difficult. When their mover arrives. ( who is contracted out) he says immediately that you have more cubic feet of stuff and your only choice is to pay more and have them take it. Have them leave and lose your deposit unless you move with them again within a year or move less things and leave things behind.We did the latter as we had no more budget. We made several calls to Trinitys customer service that day to try and get some kind of resolution but got nowhere and were treated poorly. They say they will review the moving paperwork at a later date. The problem here is the estimators grossly underestimate to get you a price that looks good. Youll never know they underestimated til its too late. Plus or minus ***** percent is acceptable. 60 percent is unacceptable. From our item list. The bicycle rack, 75 boxes of belonging, 10 plastic bins with holiday decor and 10 lamps were all left behind. That is a huge amount of things to leave behind in a move. Those things almost fill a whole room.Trinity claimed some of our furniture was larger which is why the estimate was lower. The furniture, even if a bit larger would never be so much larger that all of that we had to leave all of that behind.The movers that showed up were good, but worked with what Trinity estimated. Our estimate was about $7500 The estimate to move all that was on our list from the mover who arrived said it was closer to $10,000.We have moved 4 times in the last 5 years and Trinity was by the worst moving experience weve had. I have attached some photos of many of the things they were supposed to take but we had to leave behind.

  Business Response

  Date: 07/21/2023

  *****,
  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 21 items at 60 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  38 items at 166 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 $4.55 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.         

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20302764
  
  I am rejecting this response because: I had updated our estimate with *****. our quote went up from about $4500 to $7500 or so. From the list on the updated quote the movers were only able to takeabout half of the items due to the cubic feet on the estimate being way off per the list of items provided. For instance. 85 boxes were on the list and only 10 were taken. None of the 10 plastic bins of holiday decor were taken, our little boy's desk was not taken. Our contention is that the cubic feet given was no where close to enough to the items on the list. This is not even considering extra items we would have paid extra to move, this is just the items on our updated estimate. 
  
  Sincerely,
  
  ******************

  Business Response

  Date: 08/10/2023

  Hello,
  Please see the attached document showing the inventory that you signed off on. We cannot make false changes to an item once it's added to the system. Please notice that once the item is added to the system, you will see that the highlighted area shows what each items cubic feet is listed  as. You are only charged for the space that you utilize on the truck, not for the items. For example, if you added to your inventory a 3 seater couch, a coffee table, and a lamp. we would not provide you a quote for 3 items, we would provide you with a quote for using 100 cubic feet at the rate of $4.55 per cubic feet. This insurance that is included with our estimates is indicated on our contract, please see attachments. Along with the optional insurance mentioned on our agreements as well. So that is not fair that you sign for a service knowing what the insurance coverage is, but then complain that it is not enough. Because although the additional full value protection coverage was offered, you did not choose to add the additional protection to your account. Your estimate showed the items you wanted to take and clearly on our contract it shows that if the cubic feet is increased, the price will also increase.   

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20302764
  
  I am rejecting this response because:

  I do not think you are understanding me. The inventory list that Trinity had which I signed off on which was estimated at 883 cubic feet (or close to it)  was closer to 1200-1300 cubic feet. Your cubic feet estimation for my items was off. This brings the price down making it seem that you are lower priced than you actually are.If you compare the inventory list Trinity had vs what the movers actually took you will see that at least 1/3 of out items were left behind. 

  My issue is what hundreds of others have complained about as well. Trinity underestimated the cubic feet needed for the inventory list provided in order to seem like the lowest price. If you are not an expert on cubic feet you will assume the cubic feet listed is correct. Ours was way off. 
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:07/02/2023

  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.

  I wish I had done more research and read reviews about this company before booking them. First and foremost, this company is an agent that finds you a moving company. They booked me with a TERRIBLE moving company with awful reviews. I dont want to make this too long, but the gist of it is that it ended up costing me 3x what was originally quoted, they broke and damaged more than half my stuff even though they were the ones who wrapped it, gave me stuff that was not mine, and rushed me through the paperwork so I didnt realize that the insurance was $0.60 per lb. When I made a claim for the well over $1,000 in damage that they caused me, I received a settlement of $75. What a joke. They were supposed to assist me with packing my house and moving from SC to ** in Jan 2023 and I wish I had never hired them.When I emailed Trinity Relocation for assistance since they brokered it, I never received a response. Same with Star ***, the moving company with 2 star reviews that they hired for me. ****** learned: never book a broker and always get full coverage insurance for the move.

  Business Response

  Date: 07/15/2023

  ******,
  Can you please provide me with your job number so that I may look into your account and the services that were included in you move?

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20267264
  
  The job number is: 5207569
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/28/2023

  ******, 
  Thank you for providing us with your job number. I have provided supported documents reflecting the terms and conditions of our agreement in which you agreed to. Trinity Relocation Group does not rush any of our customers to sign for our services without understanding our agreement. The claims that you are making in this complaint, just aren't true.  After your contract was signed, you had all the time and opportunity to review our agreement at your leisure. Our carriers are not selected based on ****** reviews. The percentage of our reviews with the BBB add up to about  1% of both our and our carrier's moves. We do not suspend carriers based on reviews of customers complaining about terms and conditions that they agreed to prior to us picking up their household goods. ********* standard valuation protection is listed on your contract, and along with your verification email. I have sent you supported documents.