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:07/01/2024

  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.

  Trinity Relocation Group offered an early discounted rate to move my household from **** to *********. I read and signed the contract and paid the deposit. Per contract, I made a final list of all items, with measurements. Due to a change in my personal circumstances, the list was reduced, yet I was charged an additional fee. So close to my final property possession date, I paid. As the projected date for pick up approached, numerous calls to Trinity Relocation Group customer service and dispatch and emails for confirmation all ignored. Finally a dispatcher for a subcontractor Star USA Moving called with date and time of pick up. I verified a cashiers check would be provided made out to Trinity Relocation. She said no, to Star USA Moving. First time I heard of them; my agreement is with Trinity. Again, Trinity will not return my calls. After reading over 200 complaints, repeatedly about damage to belongings, I will have them delivered to a storage unit in ** rather than have them stored 30 days (part of their free service).

• Initial Complaint

  Date:05/15/2024

  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 found out they were not reputable at the end of march and continued to reach out via email for a refund I sent emails and so did my girlfriend we still have gotten contacted for anything and this just turned out to be really ridiculous it was for 1012 and just took us for our money I have read the contract thru and thru and never does it say I'm not allowed my money back please help me get my money back

• Initial Complaint

  Date:05/15/2024

  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.

  My boyfriend (*******************) and I (***************************) booked a move with Trinity Relocation Group in August 2023. I was quoted roughly $2800 for a move from ************** to **** in early May 2024. I paid $1012 as a deposit on August 25 2023. Around December 2023, I noticed some unfavorable reviews for their company which mostly involved late deliveries or damaged/missing items. To give the benefit of the doubt, I reached out in early April 2024 to ask about upgrading my service to the premium package (per the contract) so I could have a guaranteed delivery date instead of a window (contract said they could take up to 30 days to deliver with the standard package). The customer service **** ****** replied basically saying 'no, let's wait for the week of the move and see what the delivery window is like'. It was a big red flag that I was essentially told no when I asked to pay extra for a premium package. We decided to follow up on April 21 2024 via email and requested to cancel the move due to concerns and wanting to just move with family. As of today 5/15/24, I still haven't received a response. I have emailed at least five to eight times, called every available number I can find (customer service, sales, dispatch), left messages and even tried to request a call as a new client but still have never gotten in tough with anyone. Then, the week of the move (which was going to be May 10th), we got calls and emails from the moving company Trinity contracted. They've clearly ignored all of our attempts to cancel and, per my contract, have not provided me the refund I am due. Since I provided written notice of canceling prior to the week of my move, I am owed a 50% refund of the $1012 I paid. It feels so violating to have a company that convinced me to trust them break such an agreement and basically ghost me.

  Customer Answer

  Date: 06/14/2024

  They emailed me and said I'm not eligible for a refund, however, I have proof from their cancelation policy and all of my attempts to contact them. I believe they knowingly ignored my requests for cancelation in attempt to avoid refunding and canceling my trip. I was even contacted my the contracted movers the week of my move because they never processed my cancelation. I am in the process of contacting my attorney generals office to inquire on their consumer protection progrqm  if they do not honor their contract by processing my 50% refund. I appreciate any help that can be provided.

• Initial Complaint

  Date:04/30/2024

  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.

  We hired Trinity Relocation to move our belongings from ******, Tx to ************, **. When we first made contact with Trinity they estimated the cost of the move and we gave them $829.20 for a deposit toward the move. We recently spoke with a CSR on the phone, arranging the move. The man said it would be 4/28/24 or 4/29/24 and he would call Friday, 4/26/24 to give final information about the move. ****** flew back to our home in ****** from our new apartment in *******, ** to finish packing our things and be there when they arrived for the pick up. They did not call on Friday and we have called them dozens of times to find out when they will be coming. Each time our calls were sent to a voicemail and never returned. We are no longer able to speak to anyone there and they did not show up for the move as they said they would. They do not answer or call back.

• Initial Complaint

  Date:03/10/2024

  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.

  We hired Trinity Relocation Group to set up our move from ******* to ******. Paid $2300 to have household items packed and were assured the price included unpacking and packing materials removal. My husband, also had extended discussions, lasting over an hour, with a Trinity ***************** representative on 2 separate occasions to estimate the sq footage in order to hire the appropriate sized moving truck. On January 4, 2024 the subcontracted movers showed up and around 10 A.M. and immediately announced they didn't have a big enough truck. The subcontracted mover - ******** Moving out of *********- walked around our house, videoing everything while his supervisor watched from *********, via video and the estimated sq ft area needed DOUBLED, along with the price. A couple hours into the process, the the mover communicated with his supervisor again via video and again questioned again if the 2nd moving truck, which had not arrived yet, would be big enough. Unfortunately, the company didn't have a another truck to send anyway. At approximately 2 A.M. the mover told us the trucks were full and we would have to leave some of our belongings. After a heated discussion, the mover told us $1,000 would make the rest of of our stuff fit AND get it delivered quicker. We did not trust them by this point, plus they had run out of packing materials. The movers left around 3 A.M. Later that morning we found a torn up box that had contained an expensive cordless electric hair clipper (which is missing from our belongings) and the peel from an avocado they stole and ate. When our items arrived we were told they would not be unpacking anything. There were just as many damaged and destroyed items as whole items. There are not enough characters available to document all the examples of ridiculously terrible service. We have contacted Trinity several times via email and telephone and they deny any wrong doing. Last call, they hung up on my husband

• Initial Complaint

  Date:01/13/2024

  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.

  Please see the attached letter.- They did not provide the promised services - They damaged MANY of my belongings (the letter shows pictures of the DEPLORABLE condition my items arrived in... and I have pictures of them loaded on the truck in KC where the boxes were brand new)- They did not communicate changes in schedule and timing - They changed their pricing repeatedly - Employee (******) was rude, disrespectful, patronizing, and demanded additional cash that he did not want to record on the papers when I gave it to him - It was and is practically impossible to get people to answer the phone and when I do, I received conflicting answers - Seeming random costs were generated without running it by me (my items were moved to a storage location and then reloaded onto a 53' truck and then I had to pay to reload them to a smaller truck even though I never asked for the big truck and such a truck would not be able to fit on my road)- Numerous items were lost in the move and in spite of assurances that everything lost could be returned, none of it has been in 6 months - There were errors in the inventory sheet - Roughly $3000 worth of damage to items (replacement costs are tracked on the attached letter)- I was promised a paltry and partial refund ($200) and, to my knowledge, I have never received any of that!

• Initial Complaint

  Date:12/18/2023

  Type:Delivery 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 moved from ** to OK. I've never moved across state lines before, so I searched the best rated cross-country company I could find: Trinity Relocation Group. I can't access the documents that I signed since links in emails expired, but I know there was an offer for 30 days of free storage of my shipment if I needed it. The company that actually moved my shipment was subcontracted, which I didn't realize was going to happen. I couldn't evaluate that company at all. When they picked up my items, they asked me when I would be in ***** for delivery. I told them I was flying out 11/28, but I had a trip for work the first week of December. The dispatcher said that was fine, and gave me 12/15 as an estimated delivery date. They called me on 12/04 saying they were in ***** ready to deliver my order. I reminded them of my trip and they eagerly said that was fine, again, and we rescheduled to 12/08. From 12/08 to 12/15, I tried working with TRG to contact this subcontracted company and find out where my shipment was. The driver was not answering. I noted that I would need to travel again from 12/20-12/30 for family reasons; it's my last Christmas with my grandma and I'm helping get her set up on hospice. I finally heard back that the new delivery date is around 12/24. My apartment managers will not be working that day and I may be unable to open the loading dock without them. I could be charged a fee for that. I also cannot afford to reschedule my flight in order to receive the items. But to reschedule the delivery to after 12/30, I would have to pay $700 as a fee which I do not have. I've got no option, even though I feel I was clear with my dates. And the subcontracted company made me believe that they could work around my travel, repeating that it was fine. If anyone had told me that I would need to be present for three weeks following the **** I would have done this very differently. I now have to leave my keys with a stranger to accept my delivery or cancel my trip.

• Initial Complaint

  Date:11/27/2023

  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 found Trinity through a web search (move from OH->**). Spoke with a ********************* who estimated $3293.31 (507 cf) + charges (fuel, supplies, etc.). I was informed to pack all boxes and leave furniture for the movers. Possible charges on day of move included additional cf (@$4.00 per cf) and long-carry. I was followed by a *************************** to report any added boxes, which I had done (original estimate ***** cf; recalculation ***** cf).The move was for 10/8-9/23, but moved up for contractor's convenience (Star ***) to 10/7/23 after informed that his ******* finished a job in *******, **. I was told this truck was filled with a shipment (cf remaining was not provided to me). On 10/7/23, a medium box truck (<22 feet, ~1000-1200 cf) arrived. The ******* refused to allow me to see the space remaining given the recent job. The original estimate was significantly less than what was VISUALLY assessed and I was pressured to commit to pay $2300+ more in cf, supplies, surcharges, long carry fees, etc., despite having the exact box count (42) and the exact number of articles listed on the contract. In addition, my form of payment was not accepted (cashiers check as was instructed); a likely tax evasion scheme. I contacted Trinity and was ridiculed, threatened, and calls were screened/dropped. My shipment was driven to GA and finally to *** ~10-days later by a different contractor. My boxes were damaged and my furniture crushed. A few items were in worse condition due to inappropriate disassembly. I was promised a refund for excessive long-carry fees and a readjustment of the estimate based on 'manager's investigation', yet I have not seen enough. I provided images and videos via text/email. I finally received an invoice with false credit card charges (payments were via PO money order or Zelle, only accepted), again likely for tax evasion. I urge BBB to investigate this corrupt scam of companies, and listen to over a thousand complaints by others of immense deception.

• Initial Complaint

  Date:11/04/2023

  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.

  Issues with the move of my 1 bd apartment from ********** to ********* via R&M Transportation brokered by Trinity Relocation group with pick-up on 4/23 are as follows. I initially had concerns about booking with Trinity given unfavorable reviews I read. I attempted to cancel my booking and when I did so I was contacted by a **************** Manager, ****. He assured me that issues were rare and that Trinity held the movers they contracted with to a very high standard. I felt comfortable proceeding with Trinity based on statements **** made on this call that they would "do whatever we can to resolve any issues that come up" and "on a job of this size I would be more than willing to compensate you for any damages that occur." **** stated that regardless of what insurance would cover, in what he described as the rare event that I would have any issues, Trinity would reimburse me in full for all damagers. Unfortunately, at delivery on May 24 in *********, a number of items were observed with damage. A leg was broken off of my coffee table and a portion of my bed frame appeared to be punch in. I also had over a dozen broken glasses and plates that were protectively wrapped in multiple layers of padding in a glassware box and labeled "fragile." I did observe one mover toss a box labeled "fragile" from one end of the truck to the other, clearly demonstrating that fragile items were not handled appropriately. Most boxes were somehow damaged. Two boxes completely fell apart with contents spilled upon being removed from the truck. The mover present on delivery asked "was it raining when they picked things up?" When I responded that it was not, he stated "it looks like it was raining when you moved," indicating to me that the boxes got wet at some point during transfer and storage. This was supported by mold being present on the outside of my boxes, which were newly purchased for this move. Photos of these findings are availble. The remainder of my complaint is attached.

  Customer Answer

  Date: 11/05/2023

  Selected photos of damages.

• Initial Complaint

  Date:10/26/2023

  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.

  In July, 2022, we used this company to move us from ***** to ****. I only wish I read the complaints prior to signing anything with them and read the pages of fine print on the contract. Having moved multiple times, I knew their estimate of 7K was low, considering they never came to inventory my home and we did this over the phone base on my estimation. My complaints are too many and horrific to detail out - it pains me to try to re-live this experience. But here's the summary:R&M Transportation was their actual moving partner. They arrived later than the (confirmed) 3 day window, the day the new owners were set to move in (on a holiday weekend). Extremely unprofessional and verbally abusive. They did over $10,000 worth of damage to the home (walls and floors), no apology whatsoever. No responsibility taken. Evidently, I didn't buy "white glove service" I was told. When the moving truck arrived in ****, all of the furniture was broken or otherwise damaged. Items were missing. After unpacking, we found that everything we owned was either damaged or broken. Again, the bore no responsibility because I packed myself. It cost us another $500 to have a dump company remove everything.We hired an attorney and it took this long to try to settle with this company, thus the delay here. They did offer some money but then never answered our attorney's calls. I would have litigated had I not lost my my job in February. There should be a class action law suit agains this horrible company and their partner.