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:11/29/2024

  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.

  Paid a deposit ($1140)to a moving company, ***************************. Received a contract for future services. Tried to contact them within the service window and they are no longer in business. Located in W *************

• Initial Complaint

  Date:07/31/2024

  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.

  In November 2023 I contact Trident Moving company with helping me my from **************, Mo to Cibolo, Tx. I have never used an out of state or state to state moving company before and since working for the federal government never once have, I heard any complaints about cross country moving companies, so I decided to do so myself. However, never thought of a moving disaster from start to finish. Even when I tried to cancel the move, a representative told me I could not get my deposit back, and I would need to contact them within two years to use my deposit, even though they have in their policy cancellation within 24 hours I can get my money back and I stated I didnt want their service. I was forced into using them anyway. My phone call with the representative was only 45 minutes from start to finish. He was very, very rude and even hung up on me after I told him I wanted my money back. When I kept calling back, he said: he doesnt have anything to say and youre not getting your money back. And to get your money back, youll have to call them to use it within 24 months.On November 29th, when I finally received my property, some of it was damaged and/or broken. I was told by their employee to submit a claim for damages. Phone conversations with the moving company representatives were a disaster. So, I did submit the claim which was settled on April 12th. (See attachment for Claim settlement) I filed a lawsuit against the moving company, and to no avail they have ignored that too. (Please refer to lawsuit) These people are very rule, no customer ********************** shows no empathy or no sympathy. They have constantly lied to me and even went as far saying I Said, or I Agreed to. Phone calls placed and emails ignored. I am exhausted and have developed health issues behind this nightmare of a move. It has been over 8 months now and I want these people to pay what they owe.

• Initial Complaint

  Date:05/15/2024

  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.

  Paid ****** by my 85 year old mother to move from ************ to **************** ** to be closer to us. The move is for July and none of the numbers are going through. This is the Trident in *******. I now have to explain to my mother that these people ripped us off.

  Customer Answer

  Date: 06/15/2024

  As of this date. I still have not heard from this company. And they will not answer the phone. The company is obviously a fraud who scammed my elderly mother out of over ******

• Initial Complaint

  Date:05/10/2024

  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.

  I hired Trident Moving Services to move me from ************* to **********. I paid $600 through ***** on January 31st to hire them. I paid an extra $1000 through Venmo on April 2nd for adding extra items to my inventory. I paid the truck driver (***********************) from Trident Moving services $1022 on April 10th on Cashapp. I was told to expect my shipment a week after April 10th. I received a text on April 20th to expect drop off in 4 days. On Monday April 22nd I reached out and was told the semi has broken down and Id be updated when it was back on the road. After not hearing from the company for days I reached out on April 30th, May 1st and May 5th and never received a response. On Monday, May 6th I called Trident again and was given the update that the moving truck has broke down again. With no response for days again I reached out on May 9th and was told the semi truck transporting my shipment has crashed. I tried to get the information of where the truck was located and pictures of my shipment and never got an answer. I called later the same day and was put on hold and the hung up on. I tried to call back a few times within the hour and the phone lines for Trident Moving Services were disconnected. I havent been in contact with them since.

• Initial Complaint

  Date:03/31/2024

  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.

  On our initial consult, they stated our move would have full service packing and we went through an overview of our moving estimate, approximately $4.5K. They stated that we could refine our estimate at the quality assurance call.At the ***************** call, the representative, ******, was aggressive. When we asked why the cost increased so much from the initial estimate, he asked well what else are you going to do, youre five days out?We offered to go through an itemized list, and the representative was vague and tried to convince us to let the subcontracted moving company arrive to determine the final moving cost. Trident not provide any assurances for final costs.FACT:Our quality assurance phone discovered the initial consult didnt include full pack-out and stated our actual household consisted of 150 items. This increased our estimate to approximately $9k. They required us to pay an additional $3k. This was $1.8K above the up to 30% deposit stated in their contract. When we tried to pay by credit card, their representative stated it was declined, even though we received no indications our card was declined. He then refused to run the card again and forced us to use an ACH payment. The next day we called to try to accomplish an itemized list and research the subcontracted moving company which was not BBB accredited and had multiple negative reviews.We had no confidence in Trident or the moving company, so we cancelled our service. We contacted them to cancel the additional $3k check and they stated they would attempt to do so, but did not. When we tried to recoup a portion of our approximately 50% deposit, Trident stated it was non-refundable , all cancellations must be made in within 24 hours after the initial booking of service. This is impossible since the initial service was booked 2 months before the ***************** call which required additional services. They also inaccurately stated that deposits are at least 30%.

• Initial Complaint

  Date:02/15/2024

  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.

  I originally spoke to *******, who quoted me 26BOX, MED. PBO 18X18X18. I explained to ******* that I had more than 26 boxes and that my boxes were large. (List 5 Items, 30 Pieces). He was ******* me to sign the documents and said that the price was going to change. If i didn't sign fast. He then changed my price estimate of boxes to 50 BOX, SMALL PBO 12X12X18. All these changes where for the estimate price of $3,278.00. I sent him a deposit for $944.00 and I had an appointment to go over the stuff Trident Moving Services was going to take in the Truck. I told them that they made a mistake and put down 50 small boxes. They said it was going to cost me more. Under duress, he rushed me to sign the documents and told me they were not giving me my money back. The conversation didn't go anywhere because he kept telling me that I signed the contract. I told them that I was never using small boxes to move and that they tricked me into signing these documents too quickly and took advantage of my emergent relocation. They still wanted to bring the truck to my old residence and then give me the final quote at that point. I told them that unless I had the original contract revised to show the actual boxes in number and size that I would not accept their truck. At this point, they proceeded to cancel my contract and keep my deposit without further resolution. When all I wanted to do was go over my items and get a final price that showed the actual contents of my personal belongings. I have repeatedly asked for my deposit and they refused. They decided to send me a letter saying that because I changes were made on my part. I didn't change anything they did. They refused the services.

• Initial Complaint

  Date:02/05/2024

  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.

  Never heard of this company, never called this company yet somehow they showed up on my bank statements. Called 2/5 no answer from their corporate number came to BBB to warn people this company steals *************** card information to find a slew of negative reviews saying its impossible to get a response or refund

  Business Response

  Date: 02/07/2024

  Good Day,

  We express our genuine concern upon learning about the reported suspicious transactions associated with the aforementioned individual. It is crucial to emphasize that Trident Moving Services LLC has neither engaged in nor accepted any business dealings with the concerned party in question. Despite encountering this identical review on multiple platforms, we have encountered challenges in identifying the complainant.
  Trident Moving Services LLC extends an invitation to the individual to promptly reach out to us in order to facilitate a thorough discussion regarding the matter. We are committed to seeking clarity and gathering information pertaining to the alleged charge. Our team is dedicated to providing comprehensive details to address any concerns related to purported fraudulent activities.
  For direct communication, please contact us at *************************************************************** or call us at ************.
  

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21248981
  
  I am rejecting this response because:
  this bank statement is proof your company ran a fraudulent charge on my card without ever contacting me for any service. Refund this immediately. 
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/12/2024

  Hello! We are sorry to see your rejection response. Again we have no records of this individual in our system. Our billing and Operations team have done extensive searches in the system attempting to identify this issue and there simply is no record of any transactions between Trident Moving Services LLC and the complaining parties. We strongly encourage the consumer to reach out directly to our team to gain greater knowledge of this allegation or directly to their banking institution for resources on how to move forward with the charges that are unfamiliar to them. 

  Business Response

  Date: 02/12/2024

  Additionally, we are TRIDENT MOVING SERVICES LLC, all payment information would reflect as TRIDENT MOVING SERVICES LLC please see the attached screenshot provided by the consumer, it indicates Trident Moving Service accepted payment. There are multiple companies the moving industry that utilize the "Trident Moving" name in some shape or form.

  Trident Moving Services LLC is not nor does it have any knowledge of Trident Moving Service. 

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21248981
  
  I am rejecting this response because:
  Proof of trident moving company charging my card without permission. I only found this company because of their transaction record on my account. Refund this immediately.
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/27/2023

  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 contracted with Trident was given 1 price. They sub contract with another company the new company refused to moved the items listed in the contract. Stated Trident had under est and over promoted. Trident refused to refund depositi end up paying double. At the receiving end another company was handling the move they quoted me addt money to move the items because their truck was too big. I had previously given them the dimensions.After all item delivered most whet damaged some were missing. Trident refused to allow me to file an insurance claim Total loss ******

  Business Response

  Date: 01/04/2024

  Our team has conducted a search in our system of the name, phone number and email address provided. Trident Moving Services LLC has no record of this being an actual client. Our team has attempted to make contact via phone and email prior to the holidays with the communication methods provided in the complaint however have not been able to make contact with anyone. To help resolve the issue at hand we ask that the parties involved provide more information.

  Business Response

  Date: 01/15/2024

  Complaint ID: ********     Date Filed:12/25/2023

  Hello today I am contacting regarding Compliant ID ********. I contacted the BBB prior to responding to this compliant regarding the legitimacy of this compliant filed due to having zero customer information on file regarding this compliant. Our offices have attempted to contact the persons that left the compliant by using the contact information provided in the initial complaint. Our team was not able to make contact verbally or electronically. The advise I was given was to respond to the compliant. We responded requesting additional information in order to provide a successful resolution, today we were notified that you guys received the same outcome as us, and were not provided with additional information supporting this compliant. With this said, can we have this compliant please removed from our BBB profile? I do feel leaving a fake compliant as "answered" is a satisfactory out come for us a business, I look forward to hearing from you 

• Initial Complaint

  Date:12/11/2023

  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.

  RE: Trident Moving Services LLC, ***************************************************************************************** ************ In October, I looked online for moving services and was contacted by what I thought was a moving company, Trident Moving. In fact, they are brokers. The salesman asked how much I was looking to spend to move and I told him around $2000. He said he could do it for around $2400, quote # M4019790. I agreed to his lowball offer and he had me to sign an online contract right away and send a deposit of 50% by ******. I did that on October 31. 2023. I felt pressured by Trident so sign right away. Last week I was called for inventory and was told I'd need to pay another over $1000 or get rid of 25 boxes. I am a senior on a fixed income and do not have that kind of money. I told him I'd have to cancel because I could not afford that and asked for a refund. He said billing would contact me. I have contacted Trident on at least seven occasions by email and phone without any response. Today, I was able to reach the salesman who said they'd call me back. When I said I was not getting responses, he asked me to hold and came back on the phone to tell me I was not eligible for a refund. I then received an email from *************************** to that effect. I feel that this is a scam tactic and want my money refunded. Thank you.I was in contact with:****************************************** Rep ****************** Customer ********************** Representative ********************** ****** contact **************************** Billing

  Business Response

  Date: 12/11/2023

  Hello, 
  Trident Moving Services is in receipt of the recent cancellation made on 12/08/2023 for move scheduled on 10/30/2023 from PA to CA with a pick up window of  12/13/2023-12/14/2023. Our offices received notice of this late cancellation of Friday prior to business closing, any cancellation submitted outside the cancellation widow is subject to a review process that could take any where between 3-5 days. This specific late cancellation is still in active review for refund eligibility. We understand the customers frustrations however it does take time to get all documents in order and to make the best decision for both the customer and company when there is a cancellation outside the agreed upon cancellation policy. 
  
  

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20990258
  
  I am rejecting this response because I cancelled as soon as they called and told me theyd charge over $1000 more foe the move. They purposely wait until the last minute to do so  There is a five day window to cancel any move   They have already outright refused to refund my cash  They are not reviewing anything  

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

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20990258
  
  I am rejecting this response because I cancelled as soon as they called and told me theyd charge over $1000 more foe the move. They purposely wait until the last minute to do so  There is a five day window to cancel any move   They have already outright refused to refund my cash  They are not reviewing anything  

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

  Business Response

  Date: 12/13/2023

  Hello,

  In response to the clients rejection response, we will not argue with what our process is when reviewing late cancellations for compensation. The customer booked the move approximately ***** days prior to the move date. It is extremely common for customers to have inventory changes, whether it is a reeducation or addition of inventory. In this customer case it was noted they would need additional space approximately 175 Cubic Feet of space. Upon this new information we were told by the client they would be sticking to the original 300 Cubic Feet and would be getting rid of some items. 5 days prior to pick up the customer notified us they wanted to cancel the move as a whole. Again this is outside of the standard cancellation policy. Trident Moving Service will happily relocate the customer as we were hired to so. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20990258
  
  I am rejecting this response because:

  I had no inkling that the original estimate would not be adequate as the salesman said it would be five for a one bedroom. It wasnt until they called days before the move to say it would be much more. I had no choice but to cancel at that time. They did not render any service to me. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20990258
  
  I am rejecting this response because:

  I had no inkling that the original estimate would not be adequate as the salesman said it would be five for a one bedroom. It wasnt until they called days before the move to say it would be much more. I had no choice but to cancel at that time. They did not render any service to me. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20990258
  
  I am rejecting this response because:

  I had no inkling that the original estimate would not be adequate as the salesman said it would be five for a one bedroom. It wasnt until they called days before the move to say it would be much more. I had no choice but to cancel at that time. They did not render any service to me. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/01/2023

  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.

  ********************* ******* requested a down payment $624 -budgeted $1,872 another $624 upon pick up and another $624 upon delivery. Trident moving committed to deliver my furniture 1 room on December *********************** *********. We discussed in detail inventory on Nov.21st at 3pm. A coordinator would be my point of contact moving forward.Inventory was detailed provided and Trident agreed was less than 300 cubic feet. They charged me approx. $2.40 per cubic feet. and agreed on delivery date to be 12/05/23 and pickup date November 28. I did not have a location for delivery prior to 12/05/23. I was and am in *********.The origin was ************* where my elderly parents live. Trident Moving Co. sub-hired CrossCountry Movers. This company rushed to pack/repacked and rushed my mom to sign a document agreeing to deliver on November 30th. Although she kept telling them that I didn't have an apartment but until December 5th. Cross Country Movers made my parents pay the 25% that was due: $624 PLUS an additional $700 for additional 75 cubic feet they fabricated by moving things around from smaller boxes to a bigger box. 75 cubic feet went from $4.20/cubic feet to $10.33/cubic feet. Cross Country Movers subcontracted another company called Supreme *** Lines which requested the full payment in cash, or money order the total amount as if my moving items were delivered to my apartment at this point we are at $2,572 from an original budget of $1,872. Cross Moving ******* kept saying that my mom agreed on the delivery date and now they wanted to charge me $180/night until December 5th which is when the apt would be available. I called the original company I hired: Trident Moving in *************** and I explained to my Coordinator **** that not only was delivery out of time, but way higher original budgeted. I had to figure where to store the moved items, I asked Trident to discount something. Trident company was detaching themselves from any wrongdoing and had to pay.

  Business Response

  Date: 12/15/2023

  We appreciate your diligence in bringing the matter at hand to our attention. Following a comprehensive review of the client's file, we wish to address certain points raised by the complainant.
  As highlighted by the complaining party, their absence at the location during the goods' pickup poses a challenge in evaluating a situation where the individual was not present on-site but asserts that the move was improperly executed. At the time of booking, the agreed-upon rate was established at $4.20 per cubic foot. It is imperative to clarify that Trident Moving Service never quoted a rate of $2.40 per cubic foot. Prior to the arrival of the moving team, an extensive conversation took place with the customer, wherein an estimate of approximately 600 cubic feet on-site was communicated. Despite this, the customer disagreed and chose to retain the originally booked 300 cubic feet. Subsequently, upon the movers' arrival and their assessment of additional volume requirements, a new written revised estimate was provided to the customer. It is essential to note that under no circumstances is anyone obligated to sign or agree to the revised estimate, and all newly presented revised estimates were duly signed by the client.
  Regarding the delivery date, it is crucial to understand that the First Available Date of Delivery (FADD) is not a guaranteed delivery date but a marker allowing movers to schedule without issue. Delivery timelines can extend up to 21 business days from the ***** as outlined by the ********** of *************** Unfortunately, if the customer is unable to accept the goods on the specified ***** the moving crew faces the dilemma of placing the items into storage (at the customer's expense) or waiting until offloading is feasible (also at the customer's expense). We have included "Your Rights and Responsibilities" and the "Ready to Move" brochure, provided at the time of booking, for a more comprehensive understanding of the process.
  Trident Moving Service LLC sincerely apologizes that our services did not meet the client's expectations. As we are not the carrier, we lack first-hand knowledge of the interactions and paperwork exchanged between the customer and the carrier. Our offices are committed to further investigating this matter to ensure accuracy. However, we kindly request that if our agents reach out, the communication remains constructive, as resorting to inappropriate language, as witnessed during the last interaction with customer **********************, impedes our ability to assist effectively.
  Thank you for your understanding and cooperation in resolving this matter.

  Customer Answer

  Date: 01/03/2024

  Thank you for your help,

  A very important fact that Trident company is not commenting on.

  Prior to the pick up, there is a very important meeting over the phone to discuss all the items to be moved and there is call that they recorded. In this conference call that was scheduled and inded took place on December 21st. The purpose of this call was to go over all the items to be moved, details about the pick up date and delivery date.

  In fact, if you receive the transcript of this call, they told me I was definitely within the minimum move  space as I did not have too many things to move. I was very clear that I was not going to be at home at the pick up and they arbitrarily sub hired another company, who rushed my aged parents, not only to sign but they decided to add boxes which increased the price significantly with 1 (one) large box that had 4 items inside. Almost like a scam cause I just placed a complain on how irresponsible they packed my things removing all the coverage from an antique table so they could fit more things. The table arrived with all the legs scratch and I sent images on how it was damaged.

  The company trident was completely oblivious and decided not to take any responsibility, nor they care about passing information to any subhired. They were irresponsible, negligent and overall terrible customer ********************** as I packed all my items, did an inventory and described in detailed. Then they completely played dumb as if had nothing to do with my project. They can get away with all the additional money I paid and ultimately they did not deliver my moving material to my apartment. I need to get a more detailed transcript of all calls and understand why they are just dropping their side of the business and not being responsible for what they agreed even after paid.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20945122
  
  I am rejecting this response because:

  Thank you for your help,

  A very important fact that Trident company is not commenting on.

  Prior to the pick up, there is a very important meeting over the phone to discuss all the items to be moved and there is call that they recorded. In this conference call that was scheduled and inded took place on December 21st. The purpose of this call was to go over all the items to be moved, details about the pick up date and delivery date.

  In fact, if you receive the transcript of this call, they told me I was definitely within the minimum move  space as I did not have too many things to move. I was very clear that I was not going to be at home at the pick up and they arbitrarily sub hired another company, who rushed my aged parents, not only to sign but they decided to add boxes which increased the price significantly with 1 (one) large box that had 4 items inside. Almost like a scam cause I just placed a complain on how irresponsible they packed my things removing all the coverage from an antique table so they could fit more things. The table arrived with all the legs scratch and I sent images on how it was damaged.

  The company trident was completely oblivious and decided not to take any responsibility, nor they care about passing information to any subhired. They were irresponsible, negligent and overall terrible customer ********************** as I packed all my items, did an inventory and described in detailed. Then they completely played dumb as if had nothing to do with my project. They can get away with all the additional money I paid and ultimately they did not deliver my moving material to my apartment. I need to get a more detailed transcript of all calls and understand why they are just dropping their side of the business and not being responsible for what they agreed even after paid.

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

  Business Response

  Date: 01/09/2024

  We appreciate your continued engagement with ** and the opportunity for the client to share their experience. Regarding the rejection response, the initial line states, "A very important fact that Trident company is not commenting on. Prior to the pick up, there is a very important meeting over the phone to discuss all the items to be moved and there is call that they recorded. In this conference call that was scheduled and indeed took place on December 21st. The purpose of this call was to go over all the items to be moved, details about the pick up date and delivery date."
  In our initial response to this complaint, we provided a detailed explanation of exactly this. When booking, 300 Cubic Feet of Space was reserved. During the ***************** call, it was communicated to the client that they would minimally need 600 Cubic Feet of space in the truck. Despite this, the client chose to keep the 300 Cubic Feet reservation. At the time of pickup, the client had full control over what was relocated. To maintain the estimated cost, the client had the option to move 300 Cubic Feet of inventory. Alternatively, the crew could facilitate a larger load at a higher cost, with the rate locked in at $4.20 per CF.
  Regarding any damages during transit, Trident Moving Services is saddened to hear about this and suggests that the client refer back to the paperwork (Bill of Lading, inventory, etc.) to locate the claims information for the specific carrier. It's essential to understand that Trident Moving Services LLC was hired as a moving coordinator/shipping agent/broker, not as a carrier. Trident Moving Services LLC is not responsible for the acts or omissions of the carrier or its employees/agents. The customer must pursue the carrier for all claims, including property damage. This clarification aims to provide the client with an understanding of where the responsibility lies in resolving issues such as damages.

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 20945122
  
  I am rejecting this response because I was never told that the moving company required a minimum of 600cubic feet. I really want the transcript of the conversation as Trident company continues to play as if they had communicated everything and they didn't. They never told me they will be hiring a "moving" company. They said that they will take care of everything. So this answer still doesn't comply with the standards I was promised for my move. I believe a transcript of this conversations will definitely solve the issue as they keep saying about "things told" that are not accurate. I had to pay way too much more money and it was not what I told them i budget. They said i had additional 75cubic feet. First time i hear this. They said they recorded the conversation, so i want a third party to observe that the transcript is accurate and not altered for Trident's benefit.

  Thank you
  
  Sincerely,
  
  *************************