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:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 30,2021 I book a reservation with ******************************* llc for a cross country move where I was quote ******* for the total move and paid a deposit of ******* I called and scheduled the move date for Oct 19th and went over the inventory to find out that most of the stuff wasnt added to the original estimate. The agent advised that I needed to pay another ******** which I did on Oct 13, 2022 at that time of payment I didnt realize that the total move now was over ********* I didnt see that until at the end of the call where I had to sign a new estimate showing the total. After reading the contract I found out that I couldnt get my intital deposit back because it was past the 3 business days so I called Trinity van lines again on 10/14/22 and had them remove some items trying to get it down where I could afford the move. By that point I had give them 6 grand and Im a week form having to move and no other way to get moved. The new estimate was still 10 grand 4 grand from what I was originally told. Without half of what I need to move. In the contract it states that if you revise an estimate that the initial estimate is null and void and you could cancel that estimate. Because I was less than the 3 business days I sent the email to cancel the new estimate on 10/15/22 and get my ******** since I was still within their 3 business day time frame to cancel. I received an email back stating I wasnt eligible for a refund. I call customer service and the supervisor refused to get on the call. I sent another email asking for the refund again and a return call and got another email back with highlights stating that it was past 3 business days. I sent another email back requesting another call and a complete explanation of what their contract states. Im have yet to get a phone call from a supervisor or receive a refund for my second deposit. I understand the first deposit want be returned but the second one should be. I need help resolving this matter.

• Initial Complaint

  Date:07/28/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am writing to file a complaint against Trinity Moving Vans with regards to job number *******. We have already initiated a service investigation regarding our move (A*******) on May 23, 2022, with no response. We have also already mailed a claim to the third-party agent, All In One moving. Below we detail the issues to be addressed in with Trinity Van Lines: 1. The associate who booked our move explicitly told me our items would be moved on a truck alone, and did not mention the exclusive use of vehicle option. 2. Our property was stored without our permission. At no time did Trinity Van Lines ask consent to store our property. Moreover, our property was lost in storage. We attempted to locate our property multiple times in writing, as well as via phone, and included Trinity Van Lines on the written correspondence, but Trinity Van Lines did not assist in locating our property. We were charged for storage of our property without our consent, in breach of the Binding Moving Estimate: ******************** Services and Additional fees (if applicable to the move): It is customary for Trinity Van Lines and or its Agents to offer additional service options to the customer."3. The Binding Moving Contract states, "TRINITY VAN LINES PROVIDES ADMINISTRATION, LOGISTICS, CUSTOMER SERVICE AND ADVOCATES ON BEHALF OF THE CLIENT TO SERVICE THE CLIENT." In the case of our move, Trinity Van Lines failed to respond to requests to locate our lost property. Trinity Van Lines was unavailable for support (closed) at the time our items were picked up and we were extorted by a third party mover. We request the return of our deposit in the amount of $2060. Trinity Van Lines failed to fulfill the services promised verbally and in writing, including criminal activity (extortion by a third party we had not been in contract with) and as outlined above, we were intentionally misled about the services Trinity Van Lines was providing. Thank you,**************

• Initial Complaint

  Date:07/08/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BETTER BUSINESS BUREAU (BBB).COMPLAINT ABOUT TRINITY VAN LINES AND ****** LINES.Info about Trinity Van lines Website: http://www.trinitymoving.net Email: ************************************* Phone: ********** - 800-477-0208 (Phone ID appears as Aircraft Charter Solutions Inc)Address: *********************************************************************** 33064.DOT #: ******* MC #: 102445.************* Team: *******************.Operating Hours: Monday - Friday 9am-5pm EST - Saturdays 10am-2pm EST.****** Lines Website: https://*************** Email ************************************ Phone: ************.Address: **************************************************************************** 89118.DOT: 3777193.MC: 1350780.Working Hours: Mon Fri 8am to 8pm, Saturday and Sunday 9am to 7 pm.Summary of events:March 9 Trinity Van Lines, gave us the first estimate of $10078.25 for 804 cubic feet - given by *******************, Sr. ****** Consultant. This estimate was calculated over a WhatsApp video call due to the Covid restrictions at the time. March 9 we paid to Trinity Van Lines $3900 as deposit for the move.March 10 email from Trinity Van lines= your move has been scheduled for pick up from 04/21/2022 to 04/22/2022 and the estimate of $10078.25 has been signed, the rest of your move will be handled by the ************* Team.April 11 The quality assurance department called us to do a final check of inventory and estimated a higher amount of cubic feet (****); this was also done over a WhatsApp video call. We told them that this was highly irregular because we had cleared up the closets and had thrown out many things, we had packed and organized all the clothes, packing them in vacuumed air bags which minimizes the volume, and had packed many things in a manner that helped with reducing the v

• Initial Complaint

  Date:06/21/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Trinity Van Lines for my move from CA to TN. I went over a list of my items and was quoted $4,600 for my move. I payed a deposit of $2,100 to get it on the books. The movers showed up and the price jumped up to $7,100 plus a fuel service charge of %8. I said what would happen if I decline the service. He said signed this paper and you can get your money back. I said great signed the paper and I called the office the next morning. I asked for a refund telling them all the problems I had with the company. The guy said you are not eligible for a refund you had 3 days to change your mind after paying your deposit. Thats insane. We can give you a credit for future moves. Im moving across the country, I am not moving again. They are refusing to give me my $2,100 back for problems they caused. Miscommunication, not abiding by there quotes and not customer oriented. They dont care if your not happy with there services as long as they have your deposit they dont care. Also I looked up my email from them with my original quote and its no longer available.

• Initial Complaint

  Date:06/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

• Initial Complaint

  Date:05/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to move from ******* to ****** to move in with my son, as I could no longer afford rent in *******. I am a 74-year old woman living on a fixed income. I was in a hurry to get the move planned as my lease was up in a little over 2 months. I went online and found Trinity Van Lines, Inc. Based on their name, I assumed they were a moving company. I emailed for a quote and received info and ended up calling *********************, one of their sales associates. We discussed the move, and he questioned me about the inventory of items that would be included, the locations, etc. At no time, did he inform me that the company was a broker and not a moving company. Jake **** me a Binding Moving Estimate, which I signed, unfortunately, without reading. He insisted that they only accepted cash (check) payments. I thought this was odd, but accepted his explanation that things have changed since COVID. I **** them $2,600.00 for the initial deposit. Another payment was to be made when my shipment was loaded, and the final payment upon delivery. A friend of mine asked if I had checked their online reviews, and I told her that I hadn't. When I subsequently did check the reviews, I found they had a ****** review score of 1.6/5. The written reviews were horrifying. I decided to cancel the move and get quotes from reputable moving companies. I was told that I could not get a refund because it was past the three-day window for refunds. They offered me a credit for a future move. I have subsequently written two emails to the president of the company, ********************************** at *************************************** pleading my case and asking him to do the right thing and refund my money. He has not responded to either email.

  Customer Answer

  Date: 06/14/2022

  From: ****************************** <********************>
  Date: Fri, Jun 10, 2022 at 2:38 PM
  Subject: Complaint #********
  To: <***************************************>
  Cc: Info <*************************************>
  
  
  

  This email is to notify you that I have reached a resolution with Trinity Van Lines, Inc., regarding the above-numbered complaint.  *********** has offered an acceptable resolution, so I withdraw my complaint.

  
  

  Thanks,

  ******************************

• Initial Complaint

  Date:05/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 12, 2022 I reached out to ********************************* about moving from PA to GA. Went over amount of housing items desired to move and was given a price of $4555.00. Later closer to moving date we went over list again. List for everything I wanted to move was too much, so I did not add as many things and was given a price of $5601.85 on April 20, 2022. On 3/12/22 they were given a deposit of $1200. then on 4/20/22 they were given an additional $500. deposit due to increase of items and was told another Co, Atlas Pro would be moving me and I expressed disappointment because I had thought Trinity would be moving me. When moving day came and about 25% of items were put on the truck, I was told that they were near their limit for the cu. ********** listed. After review I was told it would be almost double the price to take all my items that were listed. To leave rest of boxes and take rest of furniture would be $4000. extra. I was upset because at that point I realized I was ripped off by Trinity Van Lines. They had to have known that to take the furniture alone would be more than the price they gave me. I ended up leaving half my furniture because I was mislead and they only deal in cash. Also, I was informed the day the movers came that Trinity Van Lines is a broker and the $1700. deposit was their fee.