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:03/02/2023

  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.

  We found this business online advertised for great service but this was the opposite of what we recieved. Our things were picked up the 13th of February and we were told that it'd be about ***** business days. They even asked when we'd reach our destination date. They didn't even clarify that a third party company would be assisting with our move. We called customer service to track our mover which they were unable to attain that info and then told us that it's actually going to be ***** business days. They gave us numbers to the third party movers but they do not pick up or answer our calls and Trinity just gives us the run around. They do not have a direct line with the company they associate with. In the end they just told us, "we'll call and CC you on the emails that come up." We've been sleeping on the floor and with lack of additional clothing, we've been cold and have been deterred from finding jobs because we do not have proper attire for interviews. We want our things. We want straightforward answers and concise detailed info of our move including tracking info. No one wants to answer us. And I've seen answers from Trinity deflecting, " we're not responsible with the move." No, but you've decided to do business with these outsourced companies and associate with them. So it is your responsibility with providing direct moving info. We didn't pay Trinity to just set things up, we could have done that directly with the movers. I want to know what has happened to my things. It's been too long and too many varying answers. I want a refund.

  Business Response

  Date: 03/23/2023

  We want to apologize for the delay for a delivery response. Unfortunately, we have no say in when delivery would be taking place. The client set their first available delivery date for 2/20/2023 and the move is travelling about **** miles and it typically takes about ***** business days for delivery from the ***** Legally, the moving carriers do have up to 30 business days to deliver from the **** and so far we are on the 24th business day. 

  We also reached out to the carrier who explained to us that they had already confirmed the client for his delivery in **** and that the truck had went into transit. But then the client had called them on 3/21/2023 and let them know that they are now located in ******* due to unforeseen circumstances and that they needed their items in **. The client was given a new price by the moving carrier since the states are changing and the client had approved. 

  We just wanted to clarify all of this information so that everyone is aware of what is going on with this move. As of now, the truck is in transit to ******* but it will take a couple of days to a week to deliver since their route consisted of **** loads. 

• Initial Complaint

  Date:03/01/2023

  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.

  Been almost 3 weeks without our things and every time I try calling this company about where our belongings are they just give some excuse about the shipping being sub contracted out and the other company's timetable. Well originally we were given a time of **** days delivery ... It is now going on 18 days and last call I was told thatbourbstuff might now be going out for another 3. When I asked about why I was told **** days when it looks more like 3 weeks, I was told **** days was simply and estimate. Well, being off by twice that amount is a pretty poor estimate. And then the "customer service" dude tried explaining this was all explained in the original disclosure, but if you read the disclosure it is a lot of legal jargon which many normal people don't always comprehend fully, which I feel should be their responsibility upon taking the contract to make sure their customer fully understands. He went on to say we did, but obviously my wife and I didn't fully understand and when I said that he just kept insisting that we did. I told him to stop telling me what I did and did not know, and that only made him angry and he began speaking over me. Once he started trying to interrupt me I told him to stop being rude, and asked to speak to his manager. He flat out refused and hung up the call. I called back and got the same guy and he was still unhelpful, and I refuse to believe there is no higher up manager than this poor excuse for customer service manager on duty in the middle.of the day. So long story short, their customer service does nothing, they know nothing of where your stuff is, they subcontract your belongings out to another company and once they have your money they have no control over the belongings you entrusted to them, nor will they even say sorry. So my recommendation is either find another company. These guys take NO responsibility EVER.

  Business Response

  Date: 03/01/2023

  We do strongly apologize to the client for the customer service representative's behavior. Our senior representative and customer service supervisor, *******, was able to speak to the client to apologize for that and to also find out how we could help him and his wife. 

  We decided in good faith to issue a courtesy credit to the client for $150 and the carrier has agreed to offer an $100 courtesy credit for the clients having to be picked up outside of their pick-up window. We've sent our credit email to the client and are currently awaiting confirmation from the client. 

  We also reached out to the carrier who were able to notify us that the client's items are going into transit today and that the driver will be calling them within ***** hours to give them a better delivery time frame. 

  Again, we do sincerely apologize for the client's experience today and hopefully we were able to shed some light onto their situation. 

• Initial Complaint

  Date:02/28/2023

  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 hired Trinity relocation services, this was the worst decision I have made. The employee that helped me did not have any idea on what he was doing, obviously he had never had to move a whole house himself. I thought I was working with professionals. He told me to let him know about the large furniture I had, I went room by room and explain what i had, then he asked me about the Mount of boxes I will have, I explained to him that this was my first time using a moving services that I have always just used a u-Haul that I had no idea, so he said 10 or 30 boxes, I replied at least 30 but I dont know, he assured me that the most important thing was the big items, he gave me a quote of around $4500 and he promised me that it will not be any higher that that, that it might be less. When they call me to see the day for the movers to come in there ask me to give them a final count of boxes which I did and thats when they told me that the price was over $7500. Since I already put the deposit and sign pairs I was stuck with them plus I had run out of time. Once the move got here i was told that it was going to be even more. Never again will I use them. This is so wrong Im so many levels specially when I told them my budget from the very beginning. I had to ****** money to paid for my move. Worst experience ever.

  Business Response

  Date: 03/14/2023

  We do want to apologize for the delay in our response. We reached out to the carrier to request the paperwork but we have not received it yet. Once we receive the paperwork, our management team will go ahead and review it for any discrepancies. 

  We do just want to clarify that the client originally had 60 pieces and when we did quality assurance with her, she had a total of 131 pieces. That is a really big difference. We base our moving estimates on whatever inventory the client is taking on the truck. Once we know what they are taking, then we know how much space to reserve on the truck. 

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19514050
  
  I am rejecting this response because:

   when I first called Trinity I told them I had a POD that they were supposed to deliver but my driveway wasnt big enough the representative ask me how much was I going to spend on it, I told him that it was close to $5,000 assured me that he can meet that budget, he asked me to let him know all the items I had to concentrate on the big items, all the furniture and then he calculated the amount of boxes, they are supposed to be the professionals the expert on relocating people, I told him over and over that this was the first time using a moving company and he asure me that he was giving me a binding price, that it could be less but it could be more and that was the importance of the binding price. A week before they send the movers Trinity called me to double check the amount of boxes I had, I let them know that I was still packing but I gave him an estimate count, then he let me know that the price was going to be more, it was going to be $2000 more, I told him I didnt have it that the first time I talked to them they assure me it will not go up, he told her they will reviewed the recording of my conversation and they will get back with me, which they never got back with me, next thing I know the movers are at my door. Once the movers got all my stuff in their truck they let me know that I owed them more money and that they could only take cash. I ended up paying close to $10,000 for what they quoted me $5,000. I had 96 items once it was all done, not 137 like they are claiming. 
  even if they were counting on only 60 and I ended up with 96, how do they justified charging me double. 
  the whole think it seem like a scam.

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

  Business Response

  Date: 04/12/2023

  The client may have had 96 pieces in total but the cubic feet taken up on the truck is really what matters. Her items took up another 429 cubes in the truck. 
  

  She may have had less items but the factors that come into play with the cubic footage increase is if her items are non-stackable, oversized, or oddly shaped. 
  

  For example, typically the items are stacked all the way to the top, but if her items are non-stackable, then her items would take up more space than expected and would instead go from front to back instead of from top to bottom. 

  The client had the choice to either take just the original amount of cubes she was estimated for or the revised estimate that she was given at pick-up. 

• Initial Complaint

  Date:02/27/2023

  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.

  Trinity Relocation just told me what I wanted to hear. They agreed to an amount, date of delivery 14 days from pickup, and told me professional moving companies would be used to move my family heirloom furniture, which included an upright piano. (Delivery date was very important because I wasn't living full time at destination address at time of move.) It was a small move with 11 pieces and a few boxes. Delivery was a week late, mover picking up items wanted $650.00 more than contract, all furniture arrived with rub marks (from straps?), trim broken off, and parts missing. I paid $500 requested because they said the piano (listed in contract) needed to be crated (but never was). Feeling nervous, I refused to pay the requested $150 for special handling of vanity mirror and instead drove across several States to pick that up myself to ensure its safety. Trinity customer service representative stated twice they would reimburse me for extra money out-of-pocket, which has never been received. Movers were not as professional as expected and not prepared with proper equipment to move a piano, which lost a wheel in the moving process. I was told that the law required I use a relocation company for interstate moving and I would have no say in what moving companies picked up my items. Trinity maintained control of this move from start to finish, but none of the responsibility for the outcome.

  Business Response

  Date: 03/22/2023

  We are extremely disheartened to hear about the client's moving experience. We aim for all of our clients to have a great experience with our company. Unfortunately, some circumstances are unforeseen.

  The delivery spread of 14 business days is correct but we never told the client that the delivery process would start from the day of pick-up. It always starts from the first available delivery date that the client sets up at pick-up and this information is covered in our moving estimate and verification email. We also want to clarify that the moving carrier legally had up to 30 business days to deliver so they actually delivered on time. 

  The client had 28 pieces on her original inventory list which included the upright piano. This move was done between 2/25/2022-2/28/2022 of last year, so it is a little difficult for us to request the client's paperwork since we are no longer working with the moving carrier that moved her items. We will try our best to obtain it. 

  As far as damages go, we sent the claims information to the client to file a claim for damages. That is the only way the client would receive compensation back for her damaged items. We also did not promise that we would reimburse the client for any out-of-pocket costs. We would offer a courtesy credit if it were ever necessary but we did not find it necessary in her case. 

• Initial Complaint

  Date:02/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Trinity Relocation Group on 5/29/22 to get an estimate for moving 2 houses in ***** to 1 house in ******** in July, 2022. We did a room by room virtual tour with ***********************, whose title is listed at senior moving coordinator. He provided an estimate based on descriptions of the items as well as the virtual tour for a total estimate of $21,636.93 and we left a deposit for $9,338.00. We were pressured to commit to their services, stating that moving trucks were going fast and that they would not be able to confirm our move if we waited much longer. After speaking with several other companies, who told us that there was no rush to book, we called back and spoke with *************************, the manager asking to cancel the order. He assured us that this was the best estimate we would get and that he would personally ensure that we were taken care of and that our stuff was delivered as quickly as possible. Unfortunately for us, we agreed to stay with them. We were contacted by ***************************, a quality assurance manager, on July 3, 2022, days before the move was scheduled to see if there had been any changes to our list of items. We included a few additional add ons and ************************* then sent us an updated estimate of $26815.40. He required an updated deposit of $2162.00 which we paid on July 6th, 2022 with a remaining balance of $15,315.40. ******* Movers, from *********** arrived on 7/11/22 to pick up the order. However, before they would load anything, they went through the house and revised the estimate to $43,761.94. This was 63% higher than was estimated by the Trinity Relocation Group. When asked why the estimate was so much higher than what was previously described for us, he said that Trinity had not estimated well and virtual estimates cannot judge the scale. One one item was oversized and this was disclosed at estimation. The only option he gave me was that they could leave or I could pay the money. We had no choice but to pay or default on the sale.

  Business Response

  Date: 03/10/2023

  We do want to apologize for the delay in our response to this complaint. This move was done last year in July 2022 so we needed to request the paperwork from the carrier to find out why there was an increase and we also requested the client's inventory sheet since it was not included in the complaint. 

  Our management team was able to review the client's paperwork in detail and concluded that there were no discrepancies. The client had over 515 items in total compared to the original quote that only had 390 items on the inventory list. That is 125 additional items that the client did not let us know about, so we cannot be at fault for not receiving an accurate inventory list from the client. 

  The movers also had to pack more than what was on the original packing list so the additional packing cost was $1360 on top of the $1523 we estimated them for. After everything was packed, the movers were able to conclude that the client's items were taking up another **** cubes in the truck. So the price increased by $13,580 and the fuel surcharge increased by $1765.40 due to the volume increasing on the truck. 

  We believe that the pricing was fair due to the amount of items the client ended up having at the end and also for the extra packing that needed to be done. We hope the breakdown of the charges was helpful in the client's case, but unfortunately we cannot adjust the price or refund the client since everything on the paperwork was reasonable.

• Initial Complaint

  Date:02/23/2023

  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.

  After booking with Trinity my husband proceeded to have a phone call (not video - phone call) to discuss the inventory of our home. My husband walked through and detailed the items in our home including beds, boxes (for a 3 bedroom home), grill, etc. they then sent the quote and we signed. 3 days prior to our move we were asked to provide our OWN inventory list of our items to which we were told we now owed **** additional dollars to accommodate these new items they knew nothing about which some (not all - we had shared on the call but they didnt put on the inventory list). I called and spoke with a sweet women who said she could review the call to see if there were any discrepancies so I agreed. Not 5 minutes later I get a call from the most arrogant customer service agent Ive ever spoken to (*****) who proceeded to tell me there was no point in reviewing the call because nothing was going to change. When I argued with him about a few items that seemed unethical he continued to tell me it was my responsibility to make sure the inventory list was accurate regardless if we told them we had those pieces of furniture, etc. and refused to take responsibility for the horrible intake process they had. It seems as though they leave everything ambiguous on purpose so they get you to sign then you are in a position of HAVING to pay them in order to move due to the tight time frame. To top it off, they did such a HORRIBLE job of interpreting our 3 BEDROOM homes inventory that the movers arrived and said theyd need DOUBLE the space in order to take even what they originally quoted us for. Absolute horrific company and horrific customer service. ***** should not work in customer service, he offered no sympathies, solutions, anything at all. He argued, told me nothing would change, and that it was our fault. Did not respond to emails. Horrific. Full refund doesnt even begin to cover what you all should provide for this horrible experience.

  Business Response

  Date: 03/03/2023

  We are deeply disheartened to hear about the client's experience with our customer service team member. We can assure you that we have reprimanded the representative for not acting in an orderly conduct. 

  As for the upcharge at pick-up, we were able to request the client's paperwork and a thorough review was done by our management team. Unfortunately, we did not find any discrepancies on the client's paperwork. 

  Our quality assurance manager had done a revision with the client on 2/20/2023. The revised estimate came out to **** cubic feet and the total price came out to $7726.36 and the original estimate was at 723 cubic feet for a total price of $5268.00. The client added 50 additional pieces that were not inputted into the original inventory list. I do want to further clarify that we rely on our clients while booking to let us know everything that they are taking on the moving truck so that we can create an accurate quote. When our quality assurance manager sent the revised estimate to the client and sent the payment links, the client let us know that he needed to run it by his boss first so we gave them time to look over it. A couple of hours later, the client decided to just move forward with the original estimate of 723 cubic feet so we reverted everything back to the way it was. 

  The day of the move comes and the movers let the client know that their items are going to take double the space that they were quoted for, but the client already knew this when they did quality assurance so it should come as no surprise that they were charged extra at pick-up. Their space went up to **** cubic feet total. We had estimated them for **** cubic feet. The client added 23 items to the inventory list at pick-up and they had $450 in additional packing. If the volume increases, then the fuel surcharge also increases, so the fuel surcharge increased by $144.04. The total price at pick-up came up to $6970.02. 

  We hope this information was helpful. We unfortunately cannot offer a refund or a billing adjustment of some sort because the numbers on the Bill of Lading were correct and correlated with what was added onto the bill. 

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19459539
  
  I am rejecting this response because: your entire business model is incredibly unethical. At every turn and conversation your employees were rude and unprofessional offering no help or willingness to accept responsibility for your shortfallings. For the movers to claim we needed DOUBLE the space that your intake person thought a three bedroom home would require is absurd. Not giving any money back will not be accepted. I will take legal action if I need to. We told you about several things that your initial person left off the inventory list. That is your fault as well?? Having an employee be as rude and unhelpful as he was is unacceptable. I have done this exact same move and paid the exact same that we were initially quoted and for your business model to include reaching out 3 days prior and telling me that a broom, vacuum and other random pieces of household items would require more space is insane. You dont suddenly need double the amount of space because we forgot to tell you we had a fake plant? The original call person had no idea what they were doing or listening and thought 700square feet would be sufficient for an almost **** square foot home. Stupid. Asking my husband how many boxes we would have when we hadnt even started packing and saying Ill just put down 40 not saying if that was average, overkill, anything? Why would you not say, would you prefer I be generous just in case? Why not? Because you do this to put people in a bad spot and force them to have to pay. If I do not see some effort to accept that their are flaws in your business model and some of the blame is on your employees I will proceed with legal action. 
  
  Sincerely,
  
  ********************

  Business Response

  Date: 03/17/2023

  It was not just a broom or vacuum that the client added. There were 50 pieces in total that were left off of the original estimate. Before the client signs the revised estimate, we would expect them to go over their inventory to make sure there isn't anything that we may have missed during the quality assurance process. That did not happen in this case, so, therefore, we are not at fault for that. 

  Our quality assurance manager estimated them for exactly the amount of cubes that they were up charged at pick-up. We want to strongly reiterate that the client knew their price would increase at pick-up since they reverted their revised estimate with us and decided to go with the original estimate of 723 cubic feet, If the client knew that she had a **** square foot home, then we want to ask why she didn't move forward with the revised quote we gave her of **** cubic feet? 

  At the end, the client still had to pay the same amount she would've paid during our quality assurance process. It is at the client's own discretion on whether or not they would like to take legal action, but we just want to clarify once more that the client had more items at pick-up and we have the paperwork to prove it. 

  Once again, Trinity Relocation Group will NOT be issuing a refund to the client and we hope the breakdown of the paperwork was helpful to anyone who may have needed better clarification of the increase in price. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19459539
  
  I am rejecting this response because:

  I am not saying it was just a broom and a vacuum and to state thats what Im trying to say is inn-actuate and unprofessional. To top it off I have emailed your customer service email twice about the unprofessional interaction from the movers who tried to get us to take care of them by paying them money to move stuff off of the van onto a U-haul we would have to pay for even though the price we already paid included unloading of our belongings? He also tried to tell us wed have to pay $1,000 to have our things brought on shuttles because he couldnt fit into our storage unit even after he asked us to call and confirm they could fit, which they could, and still said no youll have to pay because I called too and they told me no we wouldnt fit When we called the storage unit to question why theyd give conflicting information they said theyd never spoken to movers at all. It wasnt until my husband drove to the unit and personally took video and photos of the driving space and texted it to the drive that he said oh ok we can fit. How can that not be addressed? My emails are going unanswered Im sure because of my current complaints but that was the sketchiest interaction with that driver and almost forced us to pay an additional $1,000 even though wed provided the storage unit information weeks prior and no one thought as a part of the process to check and make sure they could deliver there? Im not asking for a full refund, NEVER have I been asking for a full refund. Services were provided weather they were pleasant and ethical. What I would like is a gesture of good faith because I am not satisfied with the customer service that was provided and the unethical and unprofessional interactions Ive received from many representatives of your company. This is not an unreasonable ask. While we clearly did not see eye to eye and should not have contracted your services from the beginning, there are serious flaws in your business model and your customer service which is imperative to a business such as yours. I have mentioned that we did not understand each other and there were areas where due to a lack of communication, may not have understood where we were required to do part of your companies job. But at the end of the day you are the professionals and its your job to give full information in an ethical way and be willing participants when your customers are not satisfied. There has been zero acknowledgement about the rude employee I spoke with originally, the sketchy interaction with the driver of the moving company, or the original problem of the intake process. Instead you place the blame all on a customer and say you have no fault and leave it at that when *** never said we were perfect? As the business who provides the service there is a reasonable expectation of your knowledge and expertise in the moving process to make this a seamless process which did not happen. Some compensation (not full!) is not unreasonable given all of the things we have experienced with your company. 

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

• Initial Complaint

  Date:02/16/2023

  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.

  Date: 7/12/2022 Amount: $******* Purpose: Moving belongings from Wilmington, ** to ********, ** (**** miles) ****** of Dispute: There were many issues with my move:Gross underestimate of total for the move oInitial estimate was 538 cubic feet ($4.14/cubic foot), with a down payment of $1445.00. I ended up having less items than my estimate (moved all expensive electronics, including a 75-inch TV myself).oUpon loading all of my possessions, the movers told me that I had an additional 212 cubic foot, which would cost me $11.14 per cubic foot additional, with a total of *******. Holding of possessions until money paid oAfter loading all my possessions, the movers stated that I needed to pay the overage before moving my items. I felt like I did not have a choice but to pay the new total. Also, they required same day payment and would not accept a check or credit card payment. Inability to perform a thorough and timely move oI was given a 3-hour window for my move on July 12th, 2022, from **** PM. They did not arrive until 4:30 PM (1.5 hours past the 3-hour window).oMy very sturdy dresser was damaged when they were putting the legs back on (picture provided). oSince my move was extended so late, the quiet hours for my new complex started at 10 PM. Repeated attempts to ask them to be respectful and quiet, they continued to leave my front door open and were very loud. Resolution of Problem: I have contacted Trinity Relocation on 10/9/2022, and the customer service representative said that he would be sure to have his/her manager investigate this shortly. After multiple attempts to bring this issue back up (10/11, and 11/2), no response was provided. I am seeking $150 for the damage to my dresser, and $1891 for the overage beyond another respectable moving companys (************) highest estimate for a total of $2041.Order Number: B7300S0T

  Business Response

  Date: 03/01/2023

  We do apologize for the delayed response. Our management team requested the client's paperwork and needed to review the client's paperwork in depth to make sure that there were no errors. 

  Our team also got in contact with the moving carrier to find out what exactly happened at pick-up. This was a local move so the inventory sheet was not completed, which is usually done for long distance moves in order to keep track of what is being taken but the client's items were picked up and delivered the same day and it only traveled 9 miles. 

  As we were reviewing the paperwork, we were also able to see that the numbers that the client claims is wrong, are actually correct. It does not say $11.14. It says $4.14 and we could verify it because the 212 extra cubes times the rate per cube of $4.14 equals $877.68 which is written on the client's paperwork. Also, the client may have had less items at pick-up but we charge based on the amount of space the client's items take up on the truck. The items could've been over-sized, oddly-shaped, or non-stackable which mostly affects the amount of space. 

  We also want to clarify that pick-up and delivery times are not guaranteed nor promised. The client was given an estimated time frame between ****PM and the movers ended up arriving until 4:30PM, but they still arrived within the client's pick-up window. Delays happen such as bad traffic, bad weather, or a truck breaking down. 

  We will send the claims information to the client so that he can file a claim for his damaged dresser. 

  We will NOT be issuing a credit or refund of any sort as the move has already been completed and there were no discrepancies in the paperwork. 

• Initial Complaint

  Date:02/11/2023

  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 business took half of the payment up front and wanted half at completion. They knew we had a very tight schedule and assured us they would be available to pick up our things on a sunday or Monday and knew we HAD to have it done. We were doing cross country move. But the day they said they would call to confirm for the days...no call, no response. The timing was critical and now will put us back THOUSANDS of dollars. And when we called to try to get them to keep their end of the bargain we just got BS excuses about the scheduling being behind, blah blah blah. Would have been nice to know when they knew we only had a 3 day window to work with. Sure their scheduling was behind but their billing **** you bet your a** they took our money quick enough. Stay far, far away from these clowns

  Business Response

  Date: 02/14/2023

  We were in contact with *************************** and not *******. We did apologize for the delay and we actually meant it when we said that the schedule was behind on the carrier's end. We unfortunately cannot confirm pick-up times until we receive it from the carrier themselves which is why our representative, ******, continuously apologized to the client for the delay. We understand that moving is stressful and we do apologize again for their experience. 

  We already confirmed with ****** yesterday that her move would be today between 8-10AM. 

• Initial Complaint

  Date:01/29/2023

  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 booked a cross-country move with this company. Up until the point of getting a quote, they were wonderful. Because I was selling most of my large furniture and was only moving limited personal belongings from a one bedroom apartment, they quoted me for a minimal move. The quote was provided via an electronic platform which was not pdf format. When the movers arrived, the price on the quote had been inflated. Then, the movers also added additional charges that were unclear to me, but they had already taken all my stuff away and I was forced to pay them. They said the volume was more even though I had removed several more items.I questioned Trinity about this who a) claimed that the quote was never changed even though I had a phone call with them with confirmation of the exact amount, which they refused to reveal. b) They accused me of having way more items even though I told them I only had one room's worth of stuff, and when they quoted me, they said that I would still have extra room with this minimal move, given that I had no bog furniture such as wardrobes, dressers, couches or beds (all of which I sold pre-move).Trinity continued to gaslight me via email, accusing me of lying and protecting the moving company they sent. Further, they and the moving company refused to give me a date on when my belongings would arrive, even though when I made the booking, I was given plenty of reassurances (all on recorded phonecalls)When my belongings did get delivered, I was given a day's notice (even though I was promised I would get a call when the item was scheduled to load on the truck). I was out of town so had to scramble to get someone to receive my delivery. At that point, they charged me even more, claiming that they had to hire a special vehicle to deliver to my address, even though the address was provided to them. And several items arrived damaged, and all my boxed were half packed (which allowed them to double my volume) with no packaging.

  Business Response

  Date: 02/22/2023

  We apologize to the client for not being able to have an excellent moving experience. We also want to apologize for the delay in our response to the client's complaint. Our management team had to gather the correct documents such as the pick-up and delivery paperwork. 

  Our team was able to review the paperwork for discrepancies and they concluded that the revised price was justified. At pick-up, the movers counted 9 additional items onto the clients inventory and his cubic feet went up another 36 cubes so that added another $236 on top of the original price. If more volume is taken up on the truck, then the fuel surcharge would also increase which in this case it increased by $30.42. Then the client was also charged an $140 long carry fee and $245 in extra packing. 5 picture/mirror boxes and 1 wardrobe box was packed and the carrier charged for the packing material and the labor cost. 

  The carrier also let us know that the client was charged a $322 shuttle fee because the semi-trailer could not fit at the destination. The customer signed the moving estimate and the verification email where it states that if a semi-trailer cannot fit at delivery then the client would be charged a shuttle fee and the minimum fee started at $300. We also want to clarify that the client's FADD was on 10/10/2022, so the client had to be available for delivery starting from that day and beyond. 

• Initial Complaint

  Date:01/25/2023

  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 paid $3,848.17 (115% of the binding estimate while only 100% is required under federal law to have your property released) and the relocation truck decided not to deliver my property, violating FMCSA. After looking around my neighborhood, the driver wanted me to pay an additional $1100 for his 26 ft truck specifically to his personal account (note the contract states a 26 ft truck is included in the estimate) and another $2500 to the moving company.The initial moving group moved all of my property into the truck reaffirming the initial binding estimate before any discussion of a price change. Further, I have pictures of the blank documents I was asked to sign before the initial group left. The mover (and dispatch) has called me several times since Sunday 1/22/23 threatening to sell my belongings if I dont pay the additional $3600 immediately. The driver went as far as to tell me my shoes are expensive and he knows I need those and the computer monitor. I also have a text message from one of the movers helpers apologizing and stating the driver has already been damaging my belongings.

  Business Response

  Date: 02/08/2023

  We are deeply saddened to hear about the client's moving experience. We reached out to Top ************ Services regarding the client's complaint and they let us know that they spoke to the client already regarding the delivery situation. 

  The client did not want to pay the movers before offloading and told the driver to leave so they did. The dispatch manager tried calling the client numerous times but he would refuse to speak to them so he would hang up. Luckily, a few days later, the dispatch manager was able to speak to the client and explain the delivery situation and both the client and the dispatch manager came to an agreement. 

  The client is not available for delivery right now but should be available by the upcoming Monday. Once he gets back to *** the dispatch manager will speak to the client again to confirm a new date for re-delivery. 

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18894008
  
  I am rejecting this response because: I don't know if I'm going to receive my belongings or if the company will try to charge me over the binding amount again.This situation is not resolved. I already paid 115% of the binding estimate and I don't have my belongings. 

  Further, Trinity never called me in response to the complaint.

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

  Business Response

  Date: 02/16/2023

  We responded back to the client via email. Then he responded with saying that he filed a complaint with the ***** and told us we did not need to respond any further. Not sure where the disconnect is. 

  We have also been waiting to receive the paperwork from the carrier but they told us the paperwork is still with the driver since the client has not been delivered yet. We do apologize for the delay but we cannot review any discrepancies until we have that paperwork. 

  We've also reached out to the carrier to find out when delivery should be taking place. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18894008
  
  I am rejecting this response because: I have not received any correspondence on a new delivery date or reconciliation on the pricing. It's been almost 30 days. As stated, I paid 115% of the binding estimate and have not received my belongings--not surprising that there's no documentation although based on how this has progressed, I'm more surprised we haven't seen forged documents. I have already started furnishing my new home and buying new clothing. Please let me know if I need to hire a lawyer to sue ********************** for the damages. 

  As stated before, the driver listed off my belongings and told me I "need to pay the additional money because" he knows my "belongings are expensive". Please advise.

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