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: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.

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

  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 *******************.     

• 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.

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

  ble 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 ******,
  
  
  
  
  

  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.

   
  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,
  
  *************************. 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. 

• Initial Complaint

  Date:05/27/2023

  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 coordinated a cross country move and solicited bids from multiple companies. Trinity beat other businesses by 25%. I not only went into detail with the estimator, but I shared the contents from other companies that physically walked through my home. As a result, the bid was increased. When the movers arrived, they did increased my costs by about 30%, exceeding the company. When I spoke with customer service, they emphasized that it was just an estimate and that I could either cancel the move and lose my deposit or pay extra. They stated that they cannot accurately estimate even with a full inventory list, video and photos, and that only the on site day of movers can give accurate numbers. In addition, the crew ran out of materials so I have to rent a U-Haul to pack the remaining items. They were scheduled to pack over 2 days but showed up and forced it into one, staying after midnight and delaying my departure.

  Business Response

  Date: 06/05/2023

  We do greatly apologize to the client for not having a great moving experience. Our management team will go ahead and request the client's paperwork and once they receive it, they will go ahead and review it for any discrepancies. 

  We do just want to further clarify that our moving "estimates" are indeed just an estimate. The price is subject to change if more items are added to the inventory list and the cubic footage goes up. 

• Initial Complaint

  Date:05/12/2023

  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.

   
  Complaint: 20052071
  
  I am rejecting this response because:

  In regards to the long carry fee, I was aware of the possibility of an additional charge if it was longer than 75 feet, the movers never explained or showed me how they measured the additional feet therefore, I wasnt able to confirm that the distance measured was correctly. Regarding the packing and wrapping, as per the estimate, additional wrapping is supposed to be offered and is optional, this was never offered to me, it was just assumed I wanted it done, as stated by your *******. The movers never told me that it was necessary nor did they tell me that they wouldnt take the items if they didnt wrap them. It wasnt until the bill was presented at the end of the loading that I saw the additional charges. Regarding the count of pieces, the movers did count them before they started moving and never indicated there were additional pieces. I did not sign the contract before they started loading the truck, I was presented the contract after the fact which is when I questioned the extra pieces. Finally, regarding the delivery spread, I fully understand how its written on your estimate, but the original person I spoke to, *****, in whom I booked the services with, assured me it would arrive on the 24th or 25th. I confirmed this date with him multiple times because of what it said on the estimate. In fact the only reason I booked Trinity Relocations was because of the delivery date. If the delivery windows is what customers should go by, your specialists should never indicate anything different. 

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

  never had the option, they just assumed I wanted it. Additionally, the movers decided to disassemble some of my items and then charged me for extra inventory! I was told by ***** that the movers would let me know when I hit my inventory list, or the space that was estimated, and I was never notified of that. I was only charged extra. I sent an email into Trinity and the customer service rep offered me $100 refund but then stopped responding to me and never applied the credit. I tried to contact ***** when my items didn't arrive on the 24th or 25th, but ironically enough, he never responded. When my items finally did arrive on the 30th, it was one person who did not put anything back together that was previously taken apart by the movers. And with all that additional wrapping I was charged, my boxspring arrived broken. With all the additional charges, my total came out just shy of $3600

  Business Response

  Date: 05/26/2023

  We are saddened to hear about the client's moving experience. Our management team was able to review the client's paperwork. The client's cubic footage went up another 27 cubes. The price increased due to the rate per cube and as well as the gas surcharge. The long carry fee also increased the price and the reason why the price increased by $280 is because the movers had to travel more than 75 feet from their truck to the pick-up location. The reason why the movers packed and wrapped her items is because they wouldn't have taken it that way and would've left it but it seems in this case that the client wanted the movers to load up everything. 

  The ******* counts all the pieces before packing and loading the items. Then once they verify all the information then they tell the client whether or not the price increased and make them sign the contract before they can start loading. 

  We also want to clarify that the delivery spread always starts on the first available delivery date that the client sets at pick-up. It is clearly stated in the verification email and in the moving estimate. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20052071
  
  I am rejecting this response because: Yes, I do confirm that I did sign the terms and agreements. In the terms it states that additional packing is "offered and optional", this was not the case. It was just done. Everything on my end was packed up with the exception of the tv's which I paid extra for and the couches and desks, which I was told blankets would be put over them. I was never given the option to add additional packing to that nor was I offered as I'll state again, it was just done. In terms of the long carry, I'm fully aware of the charge, my issue was that a number was just put there without even showing me how that number came to be. And I've already put my claim in for the broken items. 

  It would be great if Trinity Relocation would actually take accountability for their actions instead of just referring to their T&C's which also doesn't tell the full story. At the end of the day, your representatives lied by giving me expectations that were never met and also by telling me I would receive a credit, which I never did. 

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

  Business Response

  Date: 06/21/2023

  ********,

  I am very sorry to hear that you received items broken when your household goods were delivered. As indicated on your service agreement when you signed up for our relocation services, your move includes a $10,000.00 cargo protection.  Attached you will find the proof of your electronic signature including your IP address, email address, and the date and time of your signature. This is the electronic signature that shows that you confirmed that you agreed to all of our terms and conditions. Included in the terms, is the explanation of our long carry fee, packing fee, etc. We also sent you the verification email which explains the packing guidelines per the Department of ********************** must have all household goods properly packed before loading the trucks. Movers were on sight with you, do you recall advising the movers when they arrived that there were certain items you did not want them to pack? I have also attached the bullet points of your agreement that clearly explains what additional charges will be applied if movers provide additional services. Packing, long carry, shuttle, etc. We have listed on your agreement our customer service number at ************. We have our customer service staff available 7 days a week from 8:00am- 10:00pm EST. I see that you did not reach out to us until April 4, 2023 at 2:09pm. Although your move took place on 3/31/23. I also see that you were emailed by our *********************** after completing your final inventory to contact our customer service department going forward for your pickup. I have attached the email that you received asking you to contact us going forward. To answer your question as to how the movers determine the long carry fee, they measure it by the steps they take. I am again, very sorry that your items arrived damaged. The claims process used by {Patriot Relocation} 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, {Patriot Relocation}, 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.??        

  Business Response

  Date: 06/22/2023

  Dear ********, 

  We are not only standing behind our terms and conditions, but behind actual facts. The movers were on site with you during the loading process. You did not have things properly packed, nor directed the movers to not pack those items when they are there to pack you up for a cross country move. Again, please advise me as to why you did not contact our office during the pickup when you were asked to sign the revised estimate? And although you want to discredit the fact that you signed our agreement, your rights as a consumer were included in our terms and conditions. You did not follow the proper steps mentioned in our terms. You signed the agreement advising if the carrier does not have you sign the revised agreement before loading, you are not obligated in accepting the increase. Because our carriers know this rule, they would not do this. What would be the benefit for our carriers to load an entire truck knowing that the customer can refuse to accept the increase? Our carriers does not practice this type of behavior. We do have a copy of the revised estimate, again with your signature on it. Please also again, see the packing terms of the agreement you signed, it says additional service requested by the customer or required to complete the move. Because you did not contact our customer service at the time this was happening, It's your word against theirs. Our customer service department is available 7 days a week from 8am-10pm EST. When issues like this arrives, it is important to  speak with our customer service team immediately so that we may hold our carriers accountable when they are not following the guidelines of the US ********** of *************** We are only your broker, we are responsible for making sure the truck and movers arrive at your home. You then, at that time sign your new Bill of Lading with the carrier, which again is confirming that you have a signed contract with the carrier directly. Not a binding estimate, but an actual contract. Wanting Trinity Relocation Group to be held accountable for things that we are not responsible for nor have control over isn't fair. If after you paid Trinity Relocation Group  your deposit to reserve your movers, and they did not show up, then in a case like that. Trinity would be at fault. This entire confusion starts with not fully understanding the service in which you signed up for. You signed the agreements to both your binding estimate and your moving estimate, and clearly not taking responsibility for what you claim to have misunderstood or were somewhat manipulated by Trinity Relocation Group in your BBB complaint. Again, this is something Trinity Relocation Group cannot be held responsible for.            
   

• Initial Complaint

  Date:04/29/2023

  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.

   
  Complaint: 19998818
  
  I am rejecting this response because:
  They offered a small $500 check after guaranteeing verbally that price would stay at $6700.  It did not.  Final cost was $11,000.  This was the evening of April 30 when I called to complain that the price did not lessen as ******************* me it would due to change of in state move. I specifically told **** I wanted no more price surprises the next day, May 1, and she said it would be $6700 with a $500 check mailed to me. 
  

  I never received a copy of the increased cubic footage from the movers on April 30 as Trinity claims.  I know nothing about cubic footage calculation of my contents.  That is Trinitys job.  
  

  They NEVER asked me about kitchen contents, basement contents, clothing, linens, kids toys..though I told them there was a lot.  I expected them to do their job and tell ME cubic footage.  I told them the furniture, but did not know sizes, etc, as that is THEIR area of expertise. 

  Trinity always had a two day pack date: April 30- May 1.  ***** changed it from the original April 29-30.
  

  *************************** verbally told me that an in state move would be approximately half of quoted estimate of $6800.  He now denies saying that despite me taking notes.  We would have gone elsewhere if they would have been up front.  He also told me that storage fees after the first free month would be around $400.  I now find out that he is denying saying that AND the fee will be $1100.  ************************* of ***********, ** said Trinity should not have told me that, they knew their pricing.  Another deceit.
  

  At that time, I was told moving price stayed same because I did not give them enough lead time.  I informed them on April 12, AND sent them a copy of that email telling them this.

  I was NEVER told I had an option for an in home estimate.  At one point, I was told I could have asked for that.  Later, I was told they never do this.  
  

  They expected me to know what all is involved in a move.  I was NEVER asked about clothes, basement contents, garage contents, cupboard contents, size of furniture.  That should have been THEIR job.  
  As per other complaints about their company online, this is what they do.  A verbal short question about furniture contents, expect the customer to know what to tell them about moving necessitiessizes, quantities of boxes, a low estimate, lots of verbal promises, and then hike up price AFTER contents are loaded up.  I thought that it was THEIR responsibility to do their job, not mine.

   

  I was misled the whole way.  They contradict everything numerous times to me.  Here is an article about these types of companies that I unfortunately found after the fact:  

  Over the Phone Estimates 
  This scam involves giving only over the phone estimates to consumers instead of providing an on-site inspection of the goods being moved. These types of estimates are not nearly as reliable as in home estimates. Because of this, unreliable movers will often provide clients with an over the phone estimate, and after the move, increase the price that was previously expected.

   

  The Bait and Switch 
  Many people fall victim to the bait and switch moving scam. With the bait and switch, a moving company will offer you what appears to be a great estimate for your move. The price seems so good that you will likely hire them to complete your relocation. This is the bait! 
  At the end of your move, the company will then add on additional fees and costs. This of course is the switch. Companies will use this tactic to draw customers in by providing them with promises of inexpensive services, but later increase the price substantially. By the time the switch occurs, the move has been completed and you, the consumer, are stuck paying more than what was previously expected.
  The required deposit scam involves demanding cash for moving services up front before any work is done. If the mover you select is a reputable company, then they will likely not ask you to pay a deposit prior to your relocation. In most cases, you are asked to pay your relocation bill once all your possessions have been safely delivered to your new home. If you pay ahead of time, this will give your potential scammer or mover total control of your relocation. Withholding payment until your move is complete will help ensure that your belongings are delivered in a safe and timely manner.

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

  o a move a few miles away, as I was to have informed them of the final destination before the first pickup in Cotuit. There was no way I could have provided an answer then, as explained above, and would have then cancelled the move with this company. This is unacceptable. I was also told that the move dates would be April 30- May 1. It took the previous movers 3 days to move a year previously. So very much surprised to hear that the movers would be there on May 1 and think they will be able to pack up in one day. Not acceptable. We are to be gone end of day May 1.As I have already paid a deposit of ~$2900 + $312 dollars=~ $321, there should be very little left for me to pay when the movers arrive. I have been informed despite all this, that the full amount will be owing.Very poor communication. Very poor service. Seems they only want the customers money with very little accountability on their part.

  Business Response

  Date: 05/12/2023

  Our customer service team has been going back and forth with the client on why her move cost stayed the same even though it was a local move. Also, the movers have more than enough packers to pack and load the client's items in one day. Our team also spoke to the client on the day of her pick-up and we even offered a credit for any inconvenience she may have experienced at pick-up. 

  Business Response

  Date: 05/19/2023

  Our sales representatives create moving quotes based off of the inventory the client gives them. We rely on our clients to give us every last bit of inventory they will be taking even down to the smallest piece of inventory. 
  

  At the end of the day, we were not at the clients home to figure out exactly what she was taking. If we wouldve known she was going to have a lot more pieces then we wouldve revised her estimate during quality assurance. Thats why quality assurance is important. Our quality assurance manager checks with the client to see if they have any further adjustments to make to their inventory. Unfortunately, in this case, we did not receive the full inventory from the client so, therefore, her cubic footage went up on the day of pick-up and the price also increased. 
  

  We cannot do anything in that case. She couldve just moved the original cubic footage from the last quote we gave her or she couldve moved everything for the new price, which is exactly what happened. 
  

  If the cubic footage goes up, then the cost of the storage also goes up. The original storage quote was based off of her original moving estimate. 
  

  Our management team and carrier team have been in contact with the client and we have been trying to figure out a resolution with her. 

• Initial Complaint

  Date:04/16/2023

  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.

  ** 3/26/2023 I paid a deposit of $903 to secure moving services from Trinity Relocation Group. I was moving from a 2 bedroom condo. I went over my inventory in detail with the Trinity sales rep. ** the day of the move, AFTER the movers had loaded most of our items on the truck, the ******* tells me that I have too many items and there will be a price increase of $1300. I called the third party company's office and the manager said the ******* who was leading my move told me upfront that I had more items that would take up more space, therefore the cost would increase. At no point before the move began was this communicated to me. I was outraged by the dishonesty about the price increase and refused to be extorted. I told the movers to remove my belongings from their truck immediately. They took over an hour to honor my demand. When they finally decided to remove my things, the movers put my belongings outside in front of my neighbor's garage and left.

  Business Response

  Date: 05/02/2023

  We are completely disheartened to hear about the client's moving experience. We do just want to clarify that the client had more items at pick-up and we had done quality assurance with her prior to her move in which she stated that she had less items and that she was going to remove items so we didn't make any changes to her inventory. 

  We unfortunately were not there at pick-up to know what exactly happened but we do know that all of our moving carriers must give the revision to the client and have them sign it prior to loading. In this case, we do not have the paperwork since the movers were sent away so they wouldn't have any documentation of this job any more. 

  We do apologize that the client's move did not go the way it was supposed to but unfortunately we cannot issue a refund since the client cancelled on the day of pick-up and denied any other offer we had run by her. 

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19916783
  
  I am rejecting this response because: 
  
  You are full of bull. According to the movers, it was 100% YOUR RESPONSIBILITY to outline all of the details about the "move spread", which you NEVER DID. You had multiple opportunities, starting with the coordinator, including your CSR's, etc. to go over those details, and it WAS NOT DONE. Never, at any point. 
  
  Furthermore, I had discussed this topic WITH THE MOVE COORDINATOR before I booked the service, and again, this WAS NOT EVER EXPLAINED. 
  
  That's YOUR mistake, not mine. Either own up to it, or stop wasting my time. 
  
  Sincerely,
  
  ***********************e. " they said it was up to the movers as to when they decided to actually ship my stuff across the country. This is absolutely ABSURD. Furthermore, "*****" the so-called head of their customer service team was ******************, dismissive, and when I asked for his boss to contact me, he told me to pound salt. Now, when I call any number from the company, he's the only person who answers, and he pulls the same BS - refuses to escalate the call, and refuses to assist in any way. DO NOT USE THIS SHAM COMPANY. They will promise you things, and then when the third party movers they use don't adhere to those standards or commitments, they basically tell you "tough ****, you signed off on it". Absolutely unprofessional and rude. When I used ************* services moving from ********** to *****, I experienced NONE of the same issues. Everything was exactly as discussed, my items arrived exactly when they promised, and I had none of the runaround these folks are pulling.

  Business Response

  Date: 04/24/2023

  Firstly, we would like to apologize to the client if he was misinformed of the delivery spread. We are strict on letting all of our clients know how long it should it take for the delivery of their items. 

  We do just want to clarify that we don't have anyone by the name of "*****" working in our company. The client may have spoken to someone at the carrier's office but we have no records of the person whom they spoke to. 

  The client's items are travelling **** miles so it typically takes about **** business days for delivery based on the ****************************'s guidelines. We abide by those guidelines and we let all of our clients know about their delivery spread so that there is no confusion on the day of pick-up. 

  Business Response

  Date: 04/25/2023

  Based on the notes in the client's file, it looks like customer service had been trying to reach the client for a while. We got ahold of him on 2/27 to go over the verification email and BOL but the client refused to go over it since it was too early in the move and said he would go over those details as he got closer to the pick-up window. 

  How are we supposed to explain the first available delivery date and delivery spread if the client didn't want to do the verification process with us? We didn't even get his signed **** of Lading until 3/28 and his move was on 4/8. 

  Unfortunately, there is not much that we can do about transit time. There is always a possibility for the delivery to happen on the **** but unfortunately it could not happen in this case. 

   

• Initial Complaint

  Date:03/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Trinity to move me from **************** ******* to *****, ****. I was given a "BINDING Estimate" By *************************** for the amount of $3535.34 for moving all of my property including a full size washer and dryer, sofa and love seat and a gas grill. I contacted Trinity later and was connected with ************************* when I decided to not move those additional items. I was told that I would get the "minimum move" cost because I was now below the threshold of a two bedroom move. On March 14th 2023 (moving day) the moving supervisor informed me that I my estimate was way too small and I would be getting charged an additional $1000 for the pickup and again for the subsequent delivery, as well as the fact that they would be taking my belongings to a warehouse to await a 18 ******* to deliver it to my destination and that it could take as long as 14 business days. My options at that time were to cancel the move, 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 removing 3 large items (washer, dryer, sofa and loveseat, and gas grill). What I got from ***** was "well, it was just an estimate" That is completely unacceptable! Missing by over 100% and basically extorting money from me knowing that my move had to happen. Now, I am sitting in my new apartment without any of my belongings and having to go and buy basics like a pan to cook in, an air mattress to sleep on, and towels to shower with all while having to pay almost double the amount of the "BINDING estimate"This company looks as though it scams its customers and leaves them holding the money bag.

  Business Response

  Date: 04/05/2023

  Our management team is currently reviewing this client's paperwork. We would just like to explain that the reason for the price increase at pick-up is due to the fact that the client had a few more pieces added onto his inventory at pick-up and he had pieces that were a LOT larger than what we estimated them for. For example, instead of a regular desk, the client had an XXL desk that was 6ft+ long. There was also an XL tote and HIGH TOP table and chairs. Not just a regular sized table or chairs. The client was charged a bulky fee of $300 due to him having larger items. 

  We also want to clarify that the price could increase due to additional items, oversized items, or non-stackable items. 

• Initial Complaint

  Date:03/13/2023

  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.

   
  Complaint: 19592667
  
  I am rejecting this response because: after I paid more money the movers showed up

  and refused to  move large items that were on the list. The mover walked through my home went over the list with me. Made no issue of the kennels at that time. I had removed two chairs from the list that would not be coming. He stated everything on the list was fine then when he spent half the day allowing the other mover to do all the work and realized they were behind made up an excuse why he now could not move my standard dog kennels. I asked him to be refunded for the cost of moving the dog kennels he stated if we didnt pay full price he was going to take all my furniture which I inherited from my deceased parents and keep it until we paid. He looked like he was under the influence of a substance behaviors as pacing rapid speech and not working . Inappropriate outbursts, pin point pupils,  and rapid mood swings I was concerned for my safety and my objects just called trinity. So now we went from forcing me to pay extra to add items that shouldve been on my list to now paying full price for move that was not completed. My option was to have that unstable movers back in my home to move the dissembled items or taking a refund for only 100 dollars . Which I didnt think was fair but I just wanted to move on from this nightmare experience so accepted it which they are now refusing to refund because I have this complaint open which to me is extortion. They are in breach of contract and didnt even calculate the corrected space those two not one kennels would cost and properly reimburse me. 
  
  Sincerely,
  
  *****************************

  ervice and then after the downpayment was made they made requests for packaging and bubble wrapping items. Now when I try to click on the qoute warnings for spyware is showing up on my computer/ They stopped responding to emails. They called me from an unidentifed number and said they weren't charging me extra. Then towards the end of the conversation quickly mentioned an extra 900 dollars asking me to sign more forms and threatening to keep my deposit

  Business Response

  Date: 03/22/2023

  First and foremost, we do want to explain that our verification representative called her on 3/4/23 to go over the Bill of Lading which is required BY LAW for us to go over with the client. We needed to go over her addresses, pick-up window, and a break down of the costs with her so that she can let us know if either everything was correct or incorrect. Once the Bill of Lading is read and verified by the client, then they must sign it in order for us to send it to the moving carrier so that they are aware that the client read over her paperwork beforehand. That is the only reason why we were asking her to sign and not "pressuring" her like the client claims we did. 

  Our quality assurance manager, *******, reached out to the client on 3/13/23 to go over any changes that the client may have had towards her inventory list. The client originally had a total of 342 cubes and 21 pieces that she was going to be moving but then during the quality assurance appointment, it went up to 446 cubes and 24 pieces. That's 104 additional cubes worth of space that she would need to reserve on the truck which is why she needed to pay the $412 with us ahead of time and the rest with the movers.

  We were having technical issues that night which is why the client may have seen those messages. We can assure you that everything is fixed now with our payment links. The unknown number was from our operations manager who was just trying to speak to the client to get a more better understanding of why she wanted to cancel. We do not want to lose our business with any of our clients so we always try our best to shed a positive light on their situations. 

  Business Response

  Date: 03/23/2023

  First and foremost, we want to clarify that we NEVER told the client that we would keep the courtesy credit of $100 away from her. We sent the paper check of $100 to her mailing address on 3/17. We cannot control the time that it would arrive to her home. We only asked if there was a possibility that she would be resolving her BBB complaint but we never ONCE told her to take it down. Those are false accusations that we as a company do not take lightly. 

  We also want to clarify that we had estimated her dog kennels for regular dog kennels and dog crates. We did not know that she would have huge dog kennels and the movers could not disassemble them since they were not standard dog kennels and had special screws and zip ties. The movers have the right to not disassemble items that *** not be easily disassembled or a liability such as a crib or bunk bed. That is the only reason why we offered an $100 courtesy credit. 

  Customer Answer

  Date: 03/26/2023

   
  Complaint: 19592667
  
  I am rejecting this response because: the dog kennels I have are not huge they are standard. there were a total of 4 zip ties holding the cover of one kennel up that would take a total of a few minutes to cut off. That mover could have said something at the start of the move when we did the inventory list and walk through.  He did not say anything until he moved some of our furniture in the truck then make threats of not returning it until we paid full price. The dog kennels are not more or less difficult to dissemble and reassmable than beds. They were not the biggest items the movers would have moved. As stated I only asked for LARGE items that I could not fit in my car to be moved which was communicated several times during the booking. I did not ask for clothes, dishes or anything. It was not commuicated that I would be dealing with a third party. I was told if i had removed any items from my list i would be reimbursed. I removed an accent chair and recliner those iteams were still not counted as removed. I had paid for them and the kennels. The mover that was giving me a hard time about the kennels spoke poorly about trinity which is trival they are now defending his actions. I asked why he bothered working with them if they are bad he said he had no idea until the day of our move that it was through them. Not to mention all this happened after I initally filled out this complaint becuase several of my items were removed from the list after booking and I had to pay more money to add back on which is why the complaint was filed in the first place. Now four items are taken off and I am only being reimbursed 100, which i initally agreed to because I was so stressed from the move and wanted to move on from this. I would have closed this out if the company would take accountabilty. There was also no clauses that stated kennels needed to be dissembled, no zip ties or a certain size. They did not tell me until after the booking i would be the one bubble wrapping things and had to buy my own mattress covers. Assembly, and ********* was stated as included in the move.   

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