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:01/24/2023

  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.

  Trinity is a sad excuse for an organization. Yes we got our stuff, but they doubled the price at the time of pickup. It was either pay the new price or schedule with a new company. They alleged our inventory was not accurate by almost 30%, and they doubled the already inflated fuel surcharge at the time of pickup with no heads-up. A $7,000 move from ******* to ****** turned into almost $13,000. When I gave the company my inventory they said it was ***** cubic feet. A standard size moving truck arrived to pick up my inventory, and it was already half full with someone elses stuff! They had to make two trips from my house to another trailer off site and we didnt leave our house until almost midnight because of this for a 5 hour drive with a new born. Trinity has absolutely terrible judgement and or zero concern in hiring quality carriers. I called and asked for an inventory audit when the inventory was delivered on a truck that holds ***** cubic feet and was only half full with my inventory. Meaning, I could only have had ***** cubic feet of inventory. I feel like I was robbed at the *** by these crooks. They never called me back with an answer on the inventory audit or even apologized. The photos are at the time of delivery showing the truck is half full.

  Business Response

  Date: 02/07/2023

  Our management team had requested the paperwork from the moving carrier on 12/19/2022 and didn't receive the paperwork until 2/3/2023 when we requested it again. They reviewed the client's paperwork in depth and there are numerous reasons as to why the price went up to a total of $12,376.20 at pick-up. 

  The client did not have any packing on their original list but when the movers arrived, they had to pack 4 wardrobe boxes, 2 twin ******** covers, 1 queen ******** cover, 1 small crate, 2 medium crates, and 4 large crates. The packing cost alone was $565 and this price was added onto the revised estimate. As our team continued to further review the client's paperwork, they were able to determine that the client had more items added onto their inventory. The client originally had 130 pieces on their original inventory, but at pick-up, the client had 181 pieces in total. That's 51 additional pieces which is mainly why the cubic footage went up another 963 additional cubes and there is also a possibility that these additional items could've been non-stackable, oversized, or oddly shaped which is usually what affects how the movers pack everything into the truck. 

  The movers arrived in a half-full truck due to the fact that they only reserved **** cubic feet for the client's items and not the revised cubic footage of **** cubic feet. The movers did not have another 26-foot truck available for them to use on that same day so that is why they had to make two trips. As far as the fuel surcharge, the fuel surcharge went up another $463.20 due to the volume increase. That is standard protocol. The more volume on the truck, the more gasoline that is being used. 

  The movers showed up in an 18-*******/52-foot truck which only holds about **** cubic feet. The truck being half empty is understandable as the client had **** cubic feet worth of space on the truck. 

  *************** is one of our best moving carriers. We have had no issues with them in the past and have received nothing but great reviews about them from our clients. We do apologize to the client that his move didn't go according to plan, but we have concluded that the price increase was fair and that there were no discrepancies found in the paperwork. 

  We do hope that this was helpful and if the client has any further questions or concerns, he is more than welcome to call our customer service department. We have will paste our calculations below in order for the price increase to be fully understandable:

  $565 in packing: 4 wardrobe boxes $80 ($100 for labor), 2 twin ******** covers $30 ($30 for labor), 1 queen ******** cover $20 ($20 for labor), 1 small crate $12 ($13 for labor), 2 medium crates $30 ($30 for labor), 4 large crates $80 ($120 for labor)

  963 additional cubes based on extra packing and additional items X $3.70 rate per cube: $3563.10

  $463.20 additional fuel surcharge ($3563.10 X 13% fuel surcharge)

  **** original cubes ($4,576.90) + 963 additional cubes ($3563.10) = $8140 + $565 in packing = $8705 + $3513 binding estimate = $12,218 + $1058.20 new fuel surcharge = $13,276.20 - $900 Manager Discount = $12,376.20 NEW TOTAL

  $12,376.20 new total - ******* Deposit paid to TRINITY = $9045.71 New Balance for STAR ***
  

   

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18892683
  
  I am rejecting this response because I believe the true cubic feet was between **** and ****.  Yeah, we had a few things overlooked on the inventory, but we didnt fail to list almost 30% of our inventory. You sent us half a trailer to hold **** cubit feet.  Your carriers overcharged me. It shouldve been *** 10k, not over 12k. Of course they are going to raise the price at pickup, I just am shocked at how grossly it was overdone. They got too greedy on this one. 

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

  Business Response

  Date: 02/09/2023

  We understand that you as the client believe that your cubic feet is not correct, but our movers are specialists in estimating the true cubic feet. The movers have been doing this for years and if there were any discrepancies, we would've quickly corrected them but unfortunately that was not the case.
  

  The client had the chance to add any packing or additional items during the ** process but he only added 10 more pieces which increased his cubes another 94 cubes. But on the day of pick-up, his inventory increased another 51 pieces which is including the 14 pieces that were packed and his cubic feet went up another 963 cubes. Just a large crate alone would take up a lot of space on the truck and there were 4 packed.
  

  The client expected the final balance to increase at least to 10K so that means the client knew his balance would be going up no matter what. 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18892683
  
  I am rejecting this response because:

   

  Yeah I expected it to go up to 10k when they told me about having to box up those extra boxes. At the end of the day you told me **** cubic feet on phone, but sent a truck for ****. Lame 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/18/2023

  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 utilized Trinity Relocation group for a move from *************** to ******, **. I dealt with a representative named ***** who seemed helpful My conversation with ***** who seemed helpful and very willing to work with me. I explained budget was of the utmost importance. When we discussed an itemized list, he asked about furniture and kept referring to large items such as sofas, appliances, etc. Following his suggestions, I only thought of large items and I had no appliances which led to an estimate of 323cf at $3376.71. I paid a 50% deposit. Closer to my move, he reached out to verify my list, but this time specifically stated any item that would not fit in a box was considered furniture and to estimate high. I expressed my concerns when my estimated doubled, but he assured me that estimating higher was better and the cost would be adjusted. I specifically asked if I were able to decrease the cf back to the original quoted amount if my price would also and was told yes. This was not the case, however. I was given the option to push back the date and figure it out for an $800 fee, cancel the entire thing and lose on my now $3000 deposit, or pay for the move. On 1-18-23, my moving day the trucking company adjusted my cf to 475 which adjusted their portion (still billed at $4.75/cf) but Trinity would not make adjustments. My total moving costs came to $5704. A much larger total than anticipated, and not in my tight budget, for a space not much larger than originally quoted. I increased my estimated inventory and therefore my cost based on the representatives advice. Having known the outcome based on that advice, I would not have used the company at all and I would not recommend it to others.

  Business Response

  Date: 02/09/2023

  Our customer service manager clarified to the client why her price did not lower as she expected. ******* explained that the added cost during quality assurance was to reserve the extra space and to move other customer's loads around to fit her load onto the truck. 

  The client let us know on the day that we confirmed her move that she could not afford the move and that the deposit she had given to us was all that she had for the move and then she said that she would be getting rid of a lot of items. The client did not need to agree to the new revised estimate that she did with ***** and she could've just reverted back to the original cubic feet and the moving carrier would've just moved that.

  We even offered the client a $500 credit to try to shed some light onto her situation and she agreed to get the credit. Unfortunately, our operation's manager instructed us to hold off on the credit since she wrote a BBB complaint against us when we have tried our best to be as helpful as we can be to the client. 

• Initial Complaint

  Date:01/10/2023

  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.

  TERRIBLE. I discussed my move initially with someone named *****. I clearly expressed that I wanted a full service move where movers would come and pack up all my things in their own boxes and then unpack them at the destination. I confirmed this with him several times over the phone. It was made clear to me that the packing materials listed on the estimate were specifically for furniture/large items that "would not fit into boxes" so I did not question why boxes for my regular items were not included.At some point, I started working with someone named ***** instead of ***** (one week before my move) - given this transition, I AGAIN confirmed that this would be a full service move including packing and unpacking of all my things and ***** confirmed this over the phone. ***** also verbally told me several times that "I would not be paying more than the estimate". If anything, I would only pay less if I ended up not bringing all of the items. He told me this after we had a video visit where I showed him all of my things.When I spoke with *****, he told me this was completely incorrect and that I would need to pay more if I decided to bring some of the furniture items. At this point, the estimate increased by almost $2000. When the movers arrived, they were completely unaware that they would be packing my items. They also estimated an even higher amount of space in the truck and I ended up paying an ADDITIONAL $2000. It is completely unacceptable for an estimate to be $40000 less than the actual amount, especially after a video visit. I actually ended up taking LESS of my items than originally planned because the cost was going up so rapidly.SUCH POOR CUSTOMER SERVICE AND INACCURATE COMMUNICATION.

  Business Response

  Date: 02/03/2023

  We do want to sincerely apologize to the client since her move did not go as planned. Our management team requested her paperwork and were able to review it in depth. Unfortunately, there were no discrepancies found on her paperwork and we were able to conclude the reason for why her price went up at pick-up. 

  The client may have had less items, but at the end of the day, her move was based on the amount of space her items took up on the truck. In this case, the client had additional packing on top of the original packing cost of $548. The movers packed additional large, extra large, and wardrobe boxes, etc. Just a wardrobe box alone takes up to 15 cubic feet worth of space. 15 wardrobe boxes were packed. So, 225 cubes were accumulated just from the wardrobe boxes that were not on her original inventory. 

  Trinity Relocation Group will not be issuing a refund to the client as her deposit has already been allocated into her move. Our customer service department is more than happy to answer any further questions or concerns that the client may have moving forward. We also want to clarify that the client was offered an $100 refund by the moving carrier for overcharging her in the packing cost by $100. Even the carrier themselves have already corrected their paperwork and have further clarified that there are no other discrepancies. 

• Initial Complaint

  Date:01/07/2023

  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.

  We hired this company for a move in early December and they were quick to reply through text, email, and call. When they transferred our move to Best Choice Movers out of *******, everything fell to pieces. Despite three conversations discussing our items to solidify our estimate, that was completely tossed out the window when the Best Choice arrived. The lead mover told me they didnt care about the packing and item lists and instead visually estimated the cubic feet of our move and charged us $6800 compared to the estimate of just under $4,000. I texted the salesperson we worked with and was ignored, I missed the call of the manager and have since tried calling and emailing with no response. Best Choice has been extremely hard to work with and tells us that they can do nothing for us as our issues are with Trinity. We also received our items an entire month after pick up vs the **** window and delays in delivery cost us thousands in back and forth flights.

  Business Response

  Date: 01/18/2023

  We have finished reviewing the client's paperwork and came across the reason why the upcharge occurred in the first place. The client had first started out at 420 cubic feet based off of a list of 56 pieces and then our quality assurance manager updated her inventory and her cubic feet went up to 473 cubic feet based off of a list of 65 pieces. The move is mainly based off of how much cubic feet you are moving and not by how many items you are taking. The ******* at pick-up calculated by experience that the client had over 900 cubic feet in total based off of 76 pieces in total. There are many factors that come into play when it comes to getting the final cubic footage such as if the items are stackable, over-sized, or oddly-shaped. In this case, the ******* calculated based on how the items fit into the truck and because of the additional 11 pieces. 

  Typically, it should take about **** business days for delivery from the first available delivery date. We do not know what date the client chose. But we do want to further reiterate that pick-up and delivery times are not guaranteed and we did not promise that delivery would come on a certain date. 

  Unfortunately, Trinity Relocation Group cannot refund the client's deposit as it has already been allocated into her move and the move has also been completed.  

• Initial Complaint

  Date:01/05/2023

  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.

  We signed up with Trinity Relocation and RADO Express Logistics picked up our home. RADO required me to sign a new paper word and demanded the balance of payment at the time of pick up. That was not a part of the Trinity agreement.The Paperwork I signed at the time of the pick, but I did NOT get a copy and the price was doubled each time I talked to RADO or Trinity The complete home was not delivered, so I rented a truck and drove back on a round trip with hotel and food, and gas costs.The bed father down comforter was removed from my items...cost $1000.00 The Price doubled beyond the standard price AFTER I remove a 500lb motorcycle from the items to be picked up.I was threatened by the folks at RADO Express Logistics for refusing to pay because all of my goods were NOT delivered to our new address.The complete home was not delivered, I rented a truck and drove back on a round trip with hotel and food, gas costs.The bed father down comforter was removed from my items...cost $1000.00 The Price doubled beyond the standard price AFTER I remove a 500lb motorcycle from the items to be picked up.I was threatened by the folks at RADO Express Logistics for refusing to pay because all of my goods were NOT delivered to our new address.1. Reimbursement of $5000.00 for the over charge 2. Reimbursement for the time I took to drive back to ************, paying for a rental truck, filling up 4 times, and staying at a hotel over night for this pick-up. approx $1120.00 3. the lost of a duck/goos down comforter King $1000.00

  Business Response

  Date: 01/10/2023

  We are trying our best to better understand the client's situation at pick-up. We have reached out to the carrier to find out more information as we do not completely understand the client's complaint nor were we there at pick-up to fully know what happened. 

  From our understanding of the client's complaint, it seems like the carrier did not deliver all of the client's items, but the carrier clarified that they delivered all of the items that they had picked up. Rado Express Logistics stated that they did not pick up all of the client's items as there was an increase in the cubic feet, but the client did not want to pay for the extra space. 

  Therefore, it seems like the client rented out a truck to go and pick up the rest of his items at the pick-up location since he did not want to pay for the movers to take the rest of his stuff for the revised estimate.

  We will go ahead and request the paperwork from the carrier and also request more information about this move from them so that we come to some sort of understanding. 

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently used Trinity Relocation group for my move from ********, ** to *******, **. I was provided an estimate of $3,604 for my shipment and by the time things were said and done I was up-charged an additional $5,416 bringing me to total of $9,020. The movers showed up three days late, and it was near impossible to get ahold of the company for an explanation or accurate timeline. The itemized list of charges was wildly inaccurate, the square footage claimed to be used for my items was 3-4 times larger than the room it was stored in making that physically impossible and I was not provided with any proof of this measurement. I was charged $75 for "stairs" for the three steps outside my front door even though the contract explicitly states the first set of stairs would be free of charge. I was charged for packing materials, despite the fact the movers had none. My belongings were handed off to two separate moving companies and stored in an undisclosed location as I waited in my empty apartment 24 days after my scheduled moving date. The explanation for this was that my move in date was not scheduled even though it is clearly stated in the contract. I tried to contact the company frequently for updates and on the rare occasion I got through to them they had zero accountability or empathy regarding the status of my delivery. The company Trinity hired to complete my haphazard negligent move was Rado express. When my items arrived I was informed in order to receive them I was to provide them with $4,797 in the form of cash or a blank named cashiers check. Most of my items were damaged, some beyond repair with damages approximating $10k. Conveniently my safe was among the items "missing" from my delivery. Trinity Relocation Group is a broker masquerading as a moving company, this allows them to remove themselves from any accountability when it comes to damages, missing items, extortion, and any other illegal activity involved in the transport of your belongings.

  Business Response

  Date: 01/10/2023

  We do want to strongly reiterate that Trinity Relocation Group is indeed a moving broker and it is clearly stated in our moving estimate which the client attached to his complaint. Please see the attached document which would explain that we are moving broker. 

  We will go ahead and request the client's paperwork to look over the charges and to check if there are any discrepancies. Typically, the first flight of stairs are free of charge and all of our carriers are made known of this. Rado Express Logistics most likely charged a long carry fee and not a stair fee but of course we will review that once we receive the paperwork. 

  We also were not made aware that the carrier did not arrive to the pick-up location until three days after the confirmed pick-up date of 12/3/2022 between ****PM. If we were made known, then we would've more than likely reached out to the carrier to find out what was causing their delay. 

  We will also go ahead and send the claims information to the client so that they can file a claim and get reimbursed for any damaged or missing items. 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18677221
  
  I am rejecting this response because:

  This company claims that it would have been responsive to my concern, regarding move-date or otherwise. It has been incredibly unwilling to answer or return my calls. Representative ***********************, who booked the move, was misleading in his language and purposefully underestimated the move sq footage as a way to manipulate me into believing this was a value option. He has since not returned multiple voicemails and calls spanning back a month. He said things during our phone call that was misleading verbal statement in comparison to the contract. So in response, Trinity relocation group just lazily responds with screenshots of my contract once again stating that they are merely the broker, and they ***** and any all responsibility for their poor customer service, and truly awful vendors. It's for these reasons that I reject their claim that copy and pasting the contract is some sort of conclusion and resolution to their poor business practices. I'd reiterate that these concerns that I have are also expressed by a many number of their previously dissatisfied customers.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/25/2023

  We responded back to the complaint with a screenshot of our contract so that the client could see that we are a moving broker. We also want to strongly reiterate that our customer service team was the client's main point of contact if he could not reach his sales representative. We have also not received any calls or emails from him since 1/10/2023 which is when we sent him the claims information for him to file a claim. We did not attach the document to just let go of the complaint and move on. We responded back accordingly until we received the client's paperwork back. We reviewed it in depth and came across a couple of things that were the reason for his price increase.

  We saw that the client had 49 additional items on his list and he incurred $327 for additional packing materials. His cubic footage went up another ********************************************************************************** the front of the house, as well as inside the home and in the back of the house as well. So in reality, the client would've been charged more than just the $75 stair fee but the carrier only charged him for the one. We even looked over the home online and were able to see how many flights of stairs the home had. 

  We also reviewed the paperwork to check when the items were picked up and they were picked up on 12/3/2022 which is within his pick-up window so we are not sure why the client is claiming that he was picked up three days after his pick-up window. The carrier even confirmed with us that the client's pick-up was on 12/3/2022. 

  Overall, the price increased to a total of $7736.63 based on another 560 additional cubes (49 additional pieces), $327 in packing, $250 bulky fee for a laser printer, and a $75 stair fee and as well as additional fuel surcharge. We hope this information was helpful and if the client would like more clarification, then he can reach us at ****************** for customer service.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18677221
  
  I am rejecting this response because:

  The business is correct about me having a second floor in my home from looking at it online; but if they had any effective way to communicate with their vendors (RADOExpress), their vendors would have told them that all the items in the house were on the first floor. So obviously stair fees should only apply when the movers have to move items up or down stairs. Which didn't happen. This company will keep shirking responsibility for it's unapproachable and rude customer service, claiming the sales rep isn't my point of contact, when he verbally said; that he would be the primary point of contact and will be available for any questions after the sales call. Once again, all this company does is ***** responsibility. I really hope this issue gets elevated, this sad excuse of a business gets shut down, and they can no longer predatorily poach upon their customers.

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

• Initial Complaint

  Date:12/23/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used this company March 2022. All the items we put on the truck was not delivered to us. They stole a number of my daughters items. They we difficult to work with and all of our items were not delivered. I dont know what can be done now but we are missing about $5000 worth of items. Below is the information. Anything that can be done let me know. Job No: B5146502 Estimate Date: 03/11/2022 Representative: *** Move Type: Residential Long Distance, **** miles ********* Volume: 286 cf. (**** lbs) ********* Rate: $4.55 per cf Move Day: Thursday/Friday Move Date:03/17/2022-03/18/2022 Created on: 02/25/2022 Relocation Estimate Total Tariff $3080.00 Tariff Discount: *****% -$1778.70 Basic Estimate Price $1301.30 Fuel Surcharge: **** % $117.12 First 30 days no fee storage w/ redelivery $0.01 Binding Estimate $700.00 Extra Pick Up Within (15miles) $0.01 Basic Valuation Protection:$0.60 per lbs. per article $0.00 Total Moving Estimate $2118.44 Customer Payment $841.84 Full Value Protection Amount of Liability: $12,012.00 (Optional)Deductible Levels: $0 $250 $500 $750 $1000 $1500 Valuation Charge: $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Total Estimate Plus Valuation Charge: $2118.44 $2118.44 $2118.44 $2118.44 $2118.44 $2118.44

  Business Response

  Date: 01/04/2023

  We are extremely disheartened to hear about this client's moving experience. We were not the actual company who completed the move. The carrier who picked up and delivered the client's items was R&M Transportation. We will go ahead and forward the client's complaint to the carrier so that they can send the claims information for the client to fill out. 

  Again, we do apologize that the client suffered damages to her items but unfortunately we cannot refund the client's deposit as it has already been allocated into this move and the move was completed already. The client should reach out to the carrier to see if they can offer any kind of compensation besides the reimbursement they will be getting for damages and missing items. 

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe I fell for a moving scam with Trinity relocation and would like help to get my refund back I needed to move from ******* to ********** at the end of last June, called Trinity and got a reasonable quote of $5,655 for which they requested a deposit of ******** USD to schedule my move. my list of inventory attached includes the following ; Articles List 11 Items, 51 Pieces QtyItems 4 BAR, STOOL 1 BED, TRUNDLE UNDERNEATH ONLY 1 BED, TWIN (WITH MATTRESS) 25 BOX MEDIUM (3C.F) OWNER PACKED 1 DESK, SMALL 1 DRESSER, CHILD 14 PATIO CHAIR METAL 1 PATIO TABLE 1 PATIO WICKER SECTIONAL 1 SOFA, SECTIONAL-3 PIECE 1 TV FLAT *********-60 on the move day, the driver arrives and the first thing he says as he enters the first room that included some of the boxes only is that we might have a problem with things being more than listed, I admit that I added 10 boxes and that I can pay for them he then states that the 10 boxes are not the problem, he states that Trinity gave me the wrong estimate and that the appropriate quote for this move should be $11,500 which amounts to double the initial estimate. when I say I can't afford this I don't have this kind of money and I asked him then to take what can be moved for the initial estimate since this is all I can afford, he then says all he can take for $5,655 is the sofa sectional and the wicker sectional only which literally wouldn't make 1/3 of the inventory listed in the contract. I called trinity and all they could say was I should either pay the $11,500 or lose my deposit. I of course couldn't go through with the move because I didn't have this money and my furniture is not worth this sum to start with. I tried to reach Trinity again and again to get my refund back, but they said I am the one who refused to move so I don't get a refund. we eventually found another great company that moved us for $6,200 including the extra boxes all I am asking for is a refund for my deposit, not including the loss due to the delay

  Business Response

  Date: 12/21/2022

  We unfortunately cannot refund the deposit she paid to us since it was already allocated into the move that was supposed to happen. Our moving estimate is just an estimate and the sectional was the main problem about this move. The ******* at pick-up estimated that just the sectional alone was 400 cubic feet and the whole move was estimated at 900 cubic feet. 

  The customer decided to cancel the move and the send the movers which is what forfeited her entire deposit. This is all stated in the cancellation policy in which she signed. We did speak to her multiple times on 6/30 and she was told that her deposit was non-refundable and it was written in an email as well. 

• Initial Complaint

  Date:12/16/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Trinity Relocation Group LLC., to relocate my family, which consists of 6 children and I from ********, ** to **********, **. Trinity Relocation Group LLC., sub-contracted services to ******* Movers, whom loaded my families household goods (HHG) on 11/29/22 onto their trucks with an expected earliest delivery date of 12/07/22. However, once the company received my **** their abilities to deliver my **** adjusted to a time table of 5 to 14 business days from earliest delivery date. The company has been very slick with their vernacular and continue to do so while maintaining possession of my familys **** without an expected date of delivery. Im extremely disappointed in their abilities to be transparent and provide quality service. To include, I was under quoted by $19k, which cause my family financial hardship.

  Business Response

  Date: 12/21/2022

  The earliest delivery date of 12/7 was not the actual day that the movers were going to deliver the client's items. The first available delivery date is just the day in which the client can start accepting delivery. This gives the carrier an idea of when they can start the delivery process which consists of creating a route and a schedule, loading the list of clients' items into a semi-trailer, and then going into transit. 

  The delivery spread of **** business days is how long it typically takes for delivery to happen for a move that's going **** miles. ***** are no guarantees for pick-up or delivery spreads. Guaranteed premium delivery services were not purchased therefore the client is going by a regular delivery spread. 

  We can go ahead and request the client's paperwork to check why there was an increase in the price but it was most likely due to the client having more items at pick-up.