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Business Profile

Moving Brokers

Trinity Moving and Storage LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was quoted $3063.00 to have my stuff moved from my 24' storage in **. When the actual movers got there, they charged an additional 2200 due Express movers not quoting correctly. I made sure that every conversation, which I have emails to prove, were to include all belongings in a 24' storage. That is the paper in which I signed. After bringing this to their attention right from beginning, they said that was never the case. My first representative was ******, who quoted me this. We spoke on the phone and via email. Then QA called ******. She wanted to verify everything in the storage. I was not sure and again advised it was a 24' storage that was full. I then went to a manager ******, whom did absolutely nothing for me. She just insisted I am in the wrong. Also, can verify this via email

    Business Response

    Date: 04/10/2024

    First, I would like to apologize for any inconvenience you may experienced during your move. It is never out intention for our customers to be lass than satisfied.  I had the opportunity to review your file and on your original inventory list you had items listed that you wanted transported, the date of that estimate was March 3, 2024. It appears on the next interaction you wanted to be quoted off a storage unit.   I would like to first address the 24' storage unit. Storage units are measured by length, times, width, times height. There is not a storage unit called 24' storage. Our ***************** manager, ******, reached out to you on March 14, 2024 to go through your inventory one last time and make any necessary adjustments. I have attached the emails to this thread. You confirmed the 932 cubic ft which is a size of a 24x9.5x4 unit was accurate. You confirmed with her that it was correct and she sent you a new estimate reflecting the changes. You signed it (attached) It's not our job to guess dimensions of your storage unit, and if you had provided the correct dimensions we would have been able to provide you with a more accurate quote. There are multiple email threads that we have with you requesting for the list to be removed and to just put the 24' storage unit. Again, a storage unit is measured off of the length times width times height. Once the movers arrived she was issued a Revised Written estimate. She was not onsite and had a POA stand in for her. She confirmed the additional charges via phone with the driver and paid the pick up payment. She started emailing and calling in this week stating that she was only going to pay $4500 and nothing more. Unfortunately it doesn't work that way. The customer agreed to the additional charges, therefore she is responsible to pay for them.  I have attached the signed binding agreement along with the emails from ******, where she is confirming the cubic feet and the size of the storage unit. We did advocate for her at the time of pick up and movers applied a $1200 discount towards the move. We have went above and beyond to accommodate this customer. The customer is charged for the space that is occupied on the truck, and she agreed to the charges before loading. 

  • Initial Complaint

    Date:07/20/2022

    Type:Order Issues
    Status:
    Answered
    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.
    Estimate at $7337.08. Sub-contractor over picked up furniture in ******* on 6/29/22. They refused to provide a Bill of Lading and I could not reschedule as family member flew into ******* to meet movers. And I had already paid a $2375 that I was informed was contractually non-refundable as movers did show up. The Trinity broker had also removed my access to my on-line access so I was unable compare to contractual details. I was required to pay another $7670 on 6/29/22 for a total so far of $10,045. I have called Trinity twice a week for the last 3 weeks for answers and i get nothing. I call for a copy of my Bill of Lading and I get nothing. I have emailed customer serivice and I get nothing. I have email several different people. Nothing. I don't understand. I now have my original contract back again but I am being stonewalled. My furniture is not here yet on 7/20/22. Contractually Trinity has 30 days to deliver, but I don't even know if I will be expected to pay more money before the next sub-contractor will unload my furniture. I am deeply disappointed in this company's business practices.

    Business Response

    Date: 08/22/2022

    First, I would like to apologize for any inconvenience that you may have experienced during your move. I searched our database with your full name and phone number, however we do not have a file with your contact information. Please provide me with a job number. Also, please make sure that we are the broker you are looking for. There is a Trinity Relocation located in South ******* also. Again, we would like to get this resolved however I need to figure out where your file. is. Please reach out to our customer service department at **************. Thank you and I look forward to speaking to you soon. 

Trinity Moving and Storage LLC is NOT a BBB Accredited Business.

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