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:07/01/2023

  Type:Customer Service 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 received a moving estimate 6/2/23 from this companys employee named *****. He quoted me $3500 and some change to move my 3 bedroom home from ******* to *******. 7 days before I was due to have my items picked up the supposed customer service supervisor ************************* told me that the estimate changed from $3500 to $6500. I requested a cancellation as this was way over my binding estimate And way over my budget. I asked for a refund of my deposit as i read in the cancellation policy that your deposit is refundable if you cancel within 3 days of signing your bill if Lading which I did not sign. This supposed supervisor stated that my deposit is non refundable and that I was basically out of $1500. I will NEVER do business with these people again nor will I ever refer someone I know to them. I dont known how they still have a business.

  Business Response

  Date: 07/13/2023

  ******
  I am very sorry to hear that you were unhappy with our services. The day that you requested a quote from us, the sales representative would have ask you to provide them a detailed list of your household goods. We can only add to the estimate the information that you provide us with.  And because we know that when shopping online for a moving service it can be over-whelming. We help our customers as best as we can. We have a  quality assurance department that primarily calls everyone of our customers a week before the scheduled move date to go over the final inventory.  We also provide a detailed copy of the inventory including its cubic feet for each item to our estimate, right above the "ONLINE ELECTRONIC SIGNATURE" link. We also advise the customer to briefly scan over the inventory list before signing. This is done once, during the initial sale of the service. Then again, during the quality assurance call, a week before the move.  At this point of the moving process, a customer is expected to have a more accurate count and list of the household goods that will be part of the move. This allows the customer to adjust their inventory by decreasing their moving cost or increase it by adding more items to the move. Either-way, the customer is only being charged for the space that they use on the truck. You requested to cancel your service within 7 days of your scheduled pickup date. The Bill of Lading was not signed because you made adjustments to your inventory. With your adjusted inventory, you increased your move by adding 56 pcs. After getting a more accurate estimate, you then decided to breach contract, by standing behind a part of our cancellation policy. When a customer wishes to cancel within 7 days our movers are already on the road beginning a route that includes your household goods being picked up.     

  I have attached the supported documents to support our response to this complaint. 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20263982
  
  I am rejecting this response because:
  They can pull the calls between their customer service representative and myself and see that NONE of this process was explained to me prior to me paying my money. Of course your last call to the customer before pick up is 1 week before, so its within the 7 day period so your company doesnt have to give the customer their deposit back. Its sneaky and shady business practice. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/15/2023

  ******,
  The reason for the call the week before is not because we want our customers to be within 7 days of their move and their deposit is non-refundable. The reason we wait a week before, is because from the time our customers speak with their sales rep, and the 7 days before the move, the customer should have a more accurate inventory and box count. That way the customer can make adjustments to their inventory rather its to add items that were not mentioned in the original call with the sales rep. ** to remove items that you are no longer taking. Either way, your estimate will adjust at the rates you were quoted from the initial phone call to your sales rep. *** moves are based on the cubic feet used on the truck. You are only charged for the space you use on the truck. We can only quote a customer based on the inventory they inform us they have. Looking at your original estimate, you signed the estimate agreeing to 57 pieces, but after you spoke with our ** department to go over the final inventory you increased your inventory to 113 pieces. Your estimate was increased based solely on your added items. But again, at the same rate you were quoted from your originally quoted. Once the ** department gave you your revised quote, you were very upset. So you were offered  a $500 manager's discount to help out with the total cost. You were still not happy.
  
  Again, had you been completely up front about your household goods, your very 1st estimate would have been correct. Please see the attached documents.    

• Initial Complaint

  Date:07/01/2023

  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.

  Contracted a move from ** to **.Quote was around ****. Paid deposit over ****, company reached out a few days before move a asked for additional 400 to have mover a come, or no refund. Movers came out loaded truck asked for another **** no refunds, with another minimum ****+ upon delivery.Clear bait and switch price gouging scummy moving company. I would like this practice to be reviewed and corrected and to be compensated but am in no way holding my breath. We'll see how delivery goes.

  Business Response

  Date: 07/13/2023

  *****,

  I am very sorry to hear about your unhappy moving experience. Can you please provide me with your job number? I have searched our system to locate your account via email, phone number, and name listed on this complaint. I am sorry but I cannot locate an account in our system with this information. 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20263809
  
  I am rejecting this response because:

  Job number is 5227780
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/15/2023

  ******,
  I am very sorry that you feel that you experienced a "bait & switched" when you booked your moving services with Trinity Relocation Group. We are very transparent with our customers when using our services. The way we try to make sure our customers quotes are as accurate as possible, we have each and everyone of our customers go through our "QA" department to go over the final inventory prior to sending out the movers. Based on your account, it seems that your move went from being only 331  cubic feet to 460 cubic feet. That's a total of 129 cubic feet more, than you were initially quoted. During your QA , your move went from being **** pounds to **** pounds. When the movers arrived, after physically reviewing your items they advised you before loading the truck,  you were going to go over the cubic feet of 460. You then had an option to only have them load what was on your final estimate.  You are not required to accept the increase, but then the movers would only load the cubic feet you paid for. When you are given a higher price at the time of pickup, it is only because the movers have confirmed the size of your actual items and the accurate space that your items will take up on the truck. On the two estimates you received from Trinity Relocation Group, at the very bottom we have your inventory listed so that you can see what items you were quoted for. Behind each item we list the cubic feet for that item so that you can see exactly what our moving software has generated for your move. This way you can compare when the movers arrive what space you actually used verses your quote. The movers did increase because of the space your items took up on the truck. However, they increased it at the same rates as your sales rep quoted you, and our QA department.   

• Initial Complaint

  Date:06/28/2023

  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 hired Trinity Relocation Group to move my family from PA to **. They quoted me originally **** dollars. A week before the move they asked for more items to be on the inventory list and upped the estimate to **** dollars. I paid half of this. We were provided a 2 day window for pick up. Either Friday June 23rd or June 24th of 2023. We emailed the company (Century) that Trinity Relocation Group contracted out for the move. They provided that the movers would be there on Saturday. On Friday June 23rd I received a phone call that went over the moving process and gave us the time frame of 12pm-6pm on Saturday June 24th. We waited all day for no one to call, text or email us. Nobody showed up and nobody communicated with us. We had to be out of our house on Sunday June 25th so after 6pm on June 24th when nobody showed up I rented a U-Haul because we had to be out of our house. I emailed Century because they were the ones that were contracted to move us at 8:45pm stating that nobody has shown up and I needed a full refund for zero service provided (email attached).On Sunday the 25th I received a call @ 6:45am saying that the movers would be there @ 7:20am. I let them come even though I had already rented a U-Haul.Trinity Relocation Group is now stating that they are not going to refund any money because we turned them away once they arrived. I am stating that it was a breach of contract because the time frame that was provided and agreed upon was not honored and I was not communicated that the pick up time was not going to be honored.I also requested that the Bill of Lading be sent to me. This document showed the pick up dates. They still have not provided me this document.

  Business Response

  Date: 07/13/2023

  ******,
  I am very sorry to hear that you were unhappy with our services. When you contacted us to provide you with a quote, per our website, signed agreements, ********** of ************** registry, and sales team, we clearly advised that we are a broker. I have provided supported documents proving that we never represent ourselves as a moving company. The day that you requested a quote from us, the sales representative would have ask you to provide them a detailed list of your household goods. We can only add to the estimate the information that you provide us with.  And because we know that when shopping online for a moving service it can be over-whelming. We help our customers as best as we can. We have a  quality assurance department that primarily calls everyone of our customers a week before the scheduled move date to go over the final inventory.  We also provide a detailed copy of the inventory including its cubic feet for each item to our estimate, right above the "ONLINE ELECTRONIC SIGNATURE" link. We also advise the customer to briefly scan over the inventory list before signing. This is done once, during the initial sale of the service. Then again, during the quality assurance call, a week before the move.  At this point of the moving process, a customer is expected to have a more accurate count and list of the household goods that will be part of the move. This allows the customer to adjust their inventory by decreasing their moving cost or increase it by adding more items to the move. Either-way, the customer is only being charged for the space that they use on the truck. Unfortunately, we can plan to be on time for things but due to highways, real-time loading, packing, going through weight stations, mechanical issues with the truck,  etc. our drivers can possibly end up being late at times, that is beyond their control. I do understand the urgency of being out of your home by the date of the 25th, although you were scheduled for pickup 6/23-6/24. The movers did show up the very next morning on 6/25, which was your deadline for you to be out of the your home. You  decided to rent a truck on your own, while giving the movers the OK to still arrive at your home to pickup your items, while knowing you had already made other plans for your move. You would have received some type of compensation from our carrier, due to the drivers tardiness. Then, after you gave the drivers permission to still arrive to your home, the movers gave you a more accurate price for your move due to the cubic feet you were going to use on the truck. You at that point decided to cancel. Our carriers do not just make up numbers to charge our customers. Rather the increase is done over the phone or on site. Both,  Trinity Relocations Group and any of our 17 carriers will quote our customers the same fuel percentage and price per cubic feet as indicated on the original estimate. I have attached the supported documents to support our response to this complaint. 

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20252404
  
  I am rejecting this response because: In the response from Trinity Relocation Group they explain that because of different circumstances they can be late to a move. This is why the moving company that they brokered for the move gave a 48hr window that they could arrive and then a 6 hour window the day before. That IS the estimate. A 2 day window is more than enough time to arrive at a property that was signed on the bill of lading. Then at 8:45pm I emailed cancelling the move because it was a no call no show. How on earth is this good, honest business? So if I schedule a move and give 2 days to be there and then just show up on day 3 I just get to keep the customers money even though the customer had to make different arrangements. I even emailed asking for the Bill of Lading that I signed and I still have not received it. This is not just a poor experience but the worst business interaction that I have ever been a part of. I don't even see Trinity Relocation Groups side of the story because they breached the contract by MISSING the pick up window of 2 days. I would be understanding if then there was any effort by your company to contact me but there was none. And if you claim there was please provide where you reached out to me. I can provide an email cancelling and my phone records and have no problem showing you them because there was not a call, email, or text for Trinity.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/11/2023

  ******,
  As we have stated in the first responds, your are not due back a refund. Sir you deliberately approved the movers to still arrive to your home on 6/25 to pickup your household goods, which was the true actual deadline of you needing to be out of your .Pynsavainia home. I do understand that the drivers did go over their drive time for the day, which delayed your pickup. Had you cancelled at that point Sir, due to us not showing up to pick up your household goods within the 2-day window listed on your contract, we would have cancelled your account and refunded your deposit. But ***, you were made aware that the movers were behind schedule and the reason why. You were also told by our **************** manager that we would process a courtesy refund of some sort because of the late pick-up. Which is very fair. Just like any other type of transportation service regulated by the **** we cannot predict unforeseen delays. Like delays at the airport, cancelled flights, delayed trains etc. The reason that you are not entitled to a refund is because Sir, you agreed to allow the movers to continue their route to your home on 6/25/23 which means fuel was used, payroll for the movers for the time they are on the road for your move, tolls, etc. ******, your deposit of $1,754.00 has been exhausted for your move. Again, you agreed to have the movers proceed with coming out to pickup your household goods, knowing they were outside the 2 day pickup window. And when the ******* arrived, you then asked him not to park the truck, to only pull up close to the house, then come inside to take a peak at his items and confirm the cubic feet. When the ******* did so, you then told him to leave. Because the **Haul, that you had parked in the driveway was what you had decided to use to do the move yourself. ******, what you did was played a game with our movers and had them make a blank trip to your home, knowing that you had no intention of continuing with our service. ****** you keep mentioning the Bill of Lading as if we are hiding it from you. Although, all you had to do was search your email for the email we sent to you back on 6/16/23 to ***********************, at 1:16pm EST. I am not sure the reason for the request, but I did attach a copy to the previous responds to the complaint.        

• Initial Complaint

  Date:06/19/2023

  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.

  Date of transaction: 5/5/2023, quoted $9,971.99 based on a FINAL detailed list of boxes, totes, and other already packed furniture. We ended up paying $13,385; had our TV stolen; most of the furniture damaged, and several boxes and totes destroyed. Please note that throughout all our interactions and phone communications, we were told several times that they were a moving company and that they would show up at our place on the scheduled move date. Obvious misrepresentation because only later (on the move day itself) we came to know that they are just brokers, not an actual moving company! Moreover, ******************* (Trinity rep) told us that that was the FINAL $ amount we would have paid, no other charges, which was another false statement. I personally emailed the Trinity representatives we dealt with several times to receive an explanation and to ask for a refund but they just ignored me. My husband *** was able to get an answer from one customer service rep who told him to file a claim against the moving company in ** who loaded our belonging on their trucks and delivered it to CA. We want a refund for the false claims and promises, as well as for their misrepresentation. We also want alert other people not to do business with them. They misrepresent their broker services for an actual moving company and the customers end up paying a lot more than promised. A move -especially from one coast to the other with two young kids - is already super duper stressful by itself, and they surely added more to that. The job number on our quote was: B5212734. Thank you for your kind consideration of this matter. I look forward to your assistance and help.

  Business Response

  Date: 06/22/2023

  Dear ***, 
  I am very sorry to hear that you are unhappy with your moving service. Based on your complaint, there seems to be some confusion on the type of service you signed up for. Trinity Relocation Group never presented ourselves to be a moving company.  I have attached your signed binding estimate showing that you signed our agreement with that understanding. Not only was your agreement signed by you, but our estimates also logs the customer's IP address confirming it is the actual customer signing the agreement. Plus you have to specifically check each bullet point before signing the agreement. This all reflects that your claim of Trinity Relocation Group misrepresenting ourselves as a moving company is not true. All of our moves include cargo protection up to $10,000.00. When items are received damaged, you would submit your missing/damaged  item claim with the insurance company, as also indicated in our terms. As far as the bulking fee, that too is indicated on our agreement. Please see the supported documents. The sales representative charged you the minimum charge for the bulking fee. But upon arriving the carrier confirmed with you that the bulking fee should have been $300.00. When increases occur onsite, please understand that you are only being charged only for the space or/and services you utilize. Your deposit locks in your fuel charge percentage of 13%. and cubic feet charge of $4.85 per cubic feet. We are also very sorry to hear that you experienced loss/damage during your move.  The claims process used by Top ******************** 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."?Please make sure you are filing the claim under the carriers name, Top ********************, rather than Trinity Relocation Group, as we are not directly registered with CSI Pros. 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 CSI Pros 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.   
  
      

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20207000
  
  I am rejecting this response because: you do not give people the opportunity/time to fully read the contract BEFORE signing it and giving the deposit. You convinced my husband to sign the quote right away and give you the credit card number for the deposit also right away while waiting on the phone. My husband was led to believe that you were indeed a moving company as at no time during the conversations you explicitly told him that you were just a broker. I am sure this has happened to several other customers. Again, you do not give lay people the opportunity to read the contract before signing it. It is a fact and you need to change that. It's misleading and *****. And this is indeed a justification for when people move because any move is stressful, hectic and affects people's judgment. The very first sentence in your conversation with my husband should have been: "we are not a moving company, just a broker." Filing a claim with the actual moving company is not the issue here, your blurred dealings are, and I do not want other potential customers to fall victim of them and pay the consequences. 
  
  Sincerely,
  
  ***************************** *****

  Customer Answer

  Date: 06/22/2023

  Hi, what type of clarifications do you need? Happy to provide any. Thank you and best regards, ******.

  Business Response

  Date: 06/29/2023

  ***,
  We are not in need of any clarification. We have responded to your original complaint providing you with an explanation of the services your rendered and the claims processing information. Please let us know if there is anything else we may assist you with.   
  
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20207000
  
  I am rejecting this response because we are still waiting to be compensated for the several problems caused, which have been acknowledged by your company in the attached email screenshot dated May 27, 2023.

  Kind regards,

  ***********;

  
  
  
  
  

  
  

• Initial Complaint

  Date:06/13/2023

  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 originally received a binding estimate from Trinity Relocation Group on 05/27. Our move did not include any large furniture like couches, beds or tables and instead was confined to boxes, plastic bins, one reclining chair and a desk. The original estimate was for a total of $3,000 and our cubic feet was under their minimum of 286. Our moving date was scheduled between 06/14 and 06/16, however we were informed on 06/12 that our moving time was pushed up to the morning of 06/13, less than 24 hours of notice. When the movers arrived, brokered from a different moving company, they did not have the accurate list of furniture and boxes that I had provided to Trinity. As a result they stated they would need to charge an additional $1400 above what was already estimated. My options were to cancel the move and lose my $1500 deposit or pay the extra money. When I contacted ***** at Trinity to inquire why an accurate account of my items was not provided to the *******, I was continuously informed that the bill of lading was simply an estimate. When I asked ***** why my updated inventory list that I completed with ******* was not provided to the movers, the questions was simply ignored. After the movers completed a second more thorough inventory check and found that the price was still higher, I attempted calling ***** back to resolve the issue but was informed that he was no longer available and no one else in office would be able to assist. The movers then informed me that they had another job to get to and so had to pack up the truck or cancel the move. I ended up paying $2770 in addition to the $1500 I had already paid. I was initially quoted at only paying an additional $1370.

  Business Response

  Date: 06/21/2023

  Hello ******, 

  I am very sorry that you were not happy with your moving services. The changes to your inventory made with ******* was updated with the carriers. Because you went from 140cf to 260cf. during the final inventory list the cubic feet amount stayed at the minimum 286cf. All of our moves are at a minimum of 286cf. The movers confirmed upon pickup your actual cubic feet was at 500cf. The movers adjusted your moves bill of lading to reflect the actual cubic feet  of 500cf. Because you paid your deposit, that locked in your price per cubic feet and your fuel percentage rate. When customers wish to cancel services after the movers have arrived, you are not entitled to a refund due to movers, routes, and the truck is put on highway for your move. The movers, fuel, and tolls has to be covered due to the customer deciding not to proceed with the move. Please see that I have attached documents reflecting our clear explanation on how increases, our contact information once you are booked by your sales rep.     

• Initial Complaint

  Date:06/12/2023

  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.

  They charged me an extra $450 dollars for a shuttle service due to the truck not being able to fit. The truck that picked it up was the same as the truck that delivered. They had to downsize to a shuttle and that was not in the contract. Then they also a majority of my items were damaged or broken upon arrival, also they said they were going to review and it has been 21 days. I have tried to get ahold of the business but it continues to go to voicemail. I moving truck diver stated that he had never seen anything like this the way my items were treated. I have the contract. I would like to be refunded in the amount of $450.00.

  Business Response

  Date: 06/21/2023

  ****************,
  I am very sorry to  hear that your household items were delivered with damages. As indicated on your estimate, all relocation services with Trinity includes free cargo protection up to $10,000.00. Please contact contact the claims department at mymoveclaim.com  or by phone at ********************. Please reference your job# B5209084. I have attached supporting documents reflecting how we included free shuttle at pick up, if it was required. However, as indicated on your original agreement, when delivery is made, you may be subject to a shuttle fee. We have no control over what size truck is sent to make your delivery. Usually, during pickup, carriers are only doing a single pickup. When it comes to delivery, carriers are making several deliveries which means some customer's addresses require a shuttle, which is why it is mentioned on the original agreement. Please understand it is no benefit to have the movers get a shuttle when one is not required. The movers, when getting a shuttle is unloading  your household goods from the semi truck to the shuttle truck, then unloading shuttle truck to load items into your home. Basically, the movers are having to  unload your items twice. At no additional cost. You are only being charged for the price of the rental of the shuttle truck. Based on your complaint, we have provided you with your electronic signature showing that you signed our moving estimate with the understanding of possible delivery charges, our insurance policy, and where we offered free shuttle at pickup. Please review all supported documents.   

• Initial Complaint

  Date:06/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 recently moved from *******, ** to ********, ** and I used Trinity Relocation Group to move my major items. I called to book the move in ***** and I was told since I am only moving 300 or so miles, that it would only take 2-3 days between pickup and delivery to get my things. I put down the deposit for the move which was close to $1000 and then at pickup, I was told it would be up to 10 business days, which is a completely different time frame than I was given initially. It has been over a week since my pickup and I still do not have my things. I have tried to call Trinity to get updates on my delivery and my delivery date has continued to get pushed back. I made sure to plan my move so that I would be settled into my new home before starting my job, but now my delivery is "expected" after I am to start working, so now I will have to accommodate my work schedule to make sure I will be home for delivery. I never would have booked and paid for this if I had any idea of the actual time frame.

  Business Response

  Date: 06/15/2023

  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 **************************** 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, Top Notch 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. 

  Customer Answer

  Date: 06/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/07/2023

  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.

  This company is, as far as I can tell, a complete scam. The binding estimate was sold to another company last minute and they broke a good deal of my furniture and boxes. Trinity refuses to take responsibility for it in any way. They changed movers on me because the one I was originally given dropped, and they demanded an extra $1000 on the day. Then another $300 for stairs that I told them about. And then everything was destroyed. Im heartbroken and feel like I am a victim of fraud. They said you are insured for $20k but its only at .60 per pound UP TO $20k, so I paid $5000 to move broken furniture to my new home. Most of which cant be fixed, and all of which needs work now. Not one thing was undamaged. They do not care. At all. I get .60 per pound and they do not care that they have ruined my life. I didnt read the reviews and I wish I had. They are all true. Go with anyone rather than them. They will internationally underestimate how much you have so that they look cheaper, and then hold you hostage for thousands more when you have no options.

  Business Response

  Date: 06/15/2023

  We are very saddened to hear that you were dissatisfied with your relocation services. We wish that all moves can be completed without damages. However, the reason we apply cargo protection to all of our moves is to protect our customer for those unforeseen circumstances of missing or damaged items. When you signed up for our services, we included in your agreement the type of protection that is included with your estimate. We also offer additional insurance through a 3rd party insurance company, which a customer may choose to add to their move. We received your photos of the damaged items. It looks to be a plastic tote and a piece of your furniture. Unfortunately, it is hard to guarantee that no damages will occur during a move, which is why we include (free of charge) the $10,000.00 protection. We have also provided you with the insurance contact information to submit your claim. If you do not have it, here it is again ************ or via their website, movingclaims.net. You will be required to give them your job number which is B5213310. You have to complete the claim within 9 months after your delivery date. If you should need any more assistance, please don't hesitate to call our ********************** at *******************.     

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20156604
  
  I am rejecting this response because:
  

  I only included two photos because that is all it would allow. There are many, many more. Everything with legs was damaged. Badly. And your coverage only pays for .60 a pound UP TO a capped amount, which was NOT explained to me. You used a mover for me that had a D rating on BBB and I was not given the option of switching because it was the only one available even though I reserved my dates months in advance. Additionally, you offered me a $200 rebate because of the $1000 of added charges on the day even though I gave measurements on my bill of lading. That credit never appeared. Everything I have been told by Trinity has been untrue. 

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

• Initial Complaint

  Date:06/02/2023

  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.

  I was given a quote for $2,300 from the sales associate named *****. I had accurately listed probably 90% of my furniture for this quote, as I had forgotten some odds and ends. Since I was months from even packing and wasnt sure how to estimate how many miscellaneous boxes I would have, I asked what was typical of a one-bedroom apartment. Because he does this every day and it is his job, I trusted when he said how many boxes is typical for a one-bedroom. Please know that we (my husband and I) are in our early 20s, and do not have much stuff at all. (Trinity Relocation charges $4.00/cubic foot + 13% fuel fees + other miscellaneous fees) I choose to go with Trinity because their quote sounded good and when I Googled cheapest moving services Consumer Advocate listed them as #1. Dont trust either company. When it was all said and done, the actual cost was $6,200. My quote was an egregious lie. On top of that, immediately when the moving company arrived the driver said, if you have any trouble with the price, take it up with the office not with me, because he is used to people being blindsided by the actual cost. When he told me the price I asked how often the original quote is close to the actual price and he said almost never, because the company always way lowballs their estimates. This is to not scare off customers until it is too late to pivot to another moving option. This is from an employee who does sees this happen daily.

  Business Response

  Date: 06/05/2023

  Dear ******,
  
  
  
  
  

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20137357
  
  I am rejecting this response because:

  Your response still does not address the clear pattern of deceit established by your company's sales practices, as described by the gentleman who loaded my items. Your own contractors acknowledge that this is a constantly recurring issue. He specifically said, "they always really lowball estimate." This is indicative of a larger problem than just my complaint. Further, had I not had an emergency fund to cover the unexpected multiple thousand dollar price increase, I would not have been able to absorb this cost. Other customers who do not have several extra thousands of dollars can absolutely be left destitute following this transaction. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/12/2023

  We do just want to clarify that the client had 11 additional pieces added to her inventory list at pick-up. If the inventory list increases, then the cubic footage also increases. The cubic footage increased by 334 additional cubes and we charged her $4.00 for her rate per cube so just that cost alone was $1336. She was also charged a $75 long carry fee. 

  We also want to clarify that we have no association with the movers that our carrier team hires. We have no idea why they would even try to say such a false accusation when that is not the case. If anything, the movers most likely just wanted to be on the client's side so that they wouldn't look bad which is not fair to us and we have already reached out to the carrier about those accusations.

  We rely on all of our clients to inform our sales representatives and our quality assurance representatives about all of the inventory they will be moving on the day of pick-up. For example, our quality assurance manager reached out to the client on 5/25/2023 to collect the final list of things that the client would be moving. The client failed to mention she had 11 additional pieces that she needed to move so, therefore, our carrier team revised her estimate at pick-up for that reason. 

• Initial Complaint

  Date:06/01/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 contracted with Trinity to move me from *********** to ********* on 5/27/23. I was given a "BINDING Estimate" by ****** for the amount of $4500 for moving all of my property including king size **** queen **** sectional and gas grill totaling **** lbs and 588 cubic feet. On 5/30/23 (moving day) a different moving truck company arrived who sent a ******* inside to estimate/appraise how much was being moved. The ******* informed me that my estimate from Trinity was grossly underestimated and I would be getting charged an additional $4300 for the pickup as the total amount to move was near **** cubic feet- as well as the fact that it could take as long as 14 business days. My options at that time were to cancel the move and loose the deposit of $1800, or pay the additional money. What I don't understand is the "binding estimate" that missed the amount of space by almost double even after going in depth of our inventory for one hour with ****** when the estimate was originally performed. The third party trucking/moving company redirected me to trinity and when I spoke with them was "well, it was just an estimate". When I canceled the move I was told I would loose my deposit but as a show of good faith $500 would be sent to me by ***********which I have yet to receive. That is completely unacceptable! Underestimating space by 200% and basically extorting money from me knowing that my move had to happen. This company looks as though it scams its customers and leaves them hopeless.

  Business Response

  Date: 06/05/2023

  We don't have any records of this client in our system and no one by the name of ****** works for us. We tried looking for the client in our system with her phone number, email address, and first and last name but nothing so it might be possible that this client booked with a moving company by the name of TRINITY but we are TRINITY RELOCATION GROUP. 

  We would greatly appreciate it if the client were to close this complaint since we are not the company who booked her move. 

  Customer Answer

  Date: 06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************