Complaints

This profile includes complaints for Tri-Star Moving's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tri-Star Moving

  225 Clemmons Rd Mt. Juliet, TN 37122

  
• 

  Tri-Star Moving

  225 Clemmons Rd. Mount Juliet, TN 37122

  

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:12/15/2023

  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.

  Tri-Star Moving provided a vastly inaccurate estimate through no fault of mine. As a result, I was charged hundreds of dollars more than anticipated based on the amount of property moved. Upon arrival at the unload destination, one or both movers smelled strongly of marijuana; myself and a friend both noticed this as soon as they got out of the truck. Tri-Star Moving manager Austin Pate admitted to having watched camera footage from the truck and to having seen them smoking "nicotine" vape(s), but it seems unreasonable for him to presume to know what is in a vape pipe based on camera footage. I also did not expect to pay $165 per hour while people who represented themselves as professionals smoked anything. They worked extremely slowly during the unload process, with 10 to 15-minute gaps of time between when they would leave the apartment and return with items from the truck. They destroyed a sofa that cost several thousand dollars due to having removed the protective moving blankets I paid them to wrap it in before bringing it inside. Austin Pate himself acknowledged that this was a "dumb decision" but went on to insist that heat and "working days straight" excuse "careless mistakes" and that I should consider myself lucky to walk away with only the sofa damage. The invoice I was sent AFTER the move has an area where I should have elected to purchase or decline Full Value Protection, but this was never shown or offered to me; the crew leader simply handed me a phone showing a signature line and told me to sign so they could get started, as I was already being billed by the hour. I was charged for the movers' lunch break and a surcharge for fitness equipment they didn't move; it took me weeks to get those fees refunded. At one point Austin offered to "round up" from $147 to $200 in compensation for the destroyed sofa; after I reminded him that he also owed me $187.50 for the other fees, he unceremoniously reneged on that offer with no explanation whatsoever.

  

  Business Response

  Date: 01/03/2024

  She was refunded for the lunch break, the overcharge on the workout machine and was given more than our contract says we owed on the couch. Most moving companies take a 15 minute smoke break every single hour on the hour and charge their customers, we do not let our employees do this and take great pride in working hard and fast. We hate that she had a bad experience with us, but we tried to make it right. Learning experience for us that we will use in the future! 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21009568
  
  I am rejecting this response because:

  The business still fails to address the fact that they provided a vastly inaccurate estimate, which they initially tried to blame on me, despite my having given them all of the information they needed to write an accurate one.

  They now, for the first time, claim that I was compensated more than contractually required for the destroyed sofa; however, emails from them contradict this (see attached screenshots).  On 09/05/2023, Austin Pate advised that Tri-Star's reimbursement policy was $0.60 per pound and that they weighed my sofa at 245 pounds, therefore the damage compensation would be $147.  I was reimbursed a total of $329.50- $100 for fitness equipment that wasn't moved, $82.50 for a 30-minute lunch break for which I was told I would not be charged in the first place, and $147 for the destroyed sofa.  Per Tri-Star's emails, this isn't a penny more than they were contractually obligated to provided.  At one point Austin Pate did offer to "round up" the compensation for the sofa to $200, but this was when he had apparently forgotten about the other $182.50 I was also due; when I reminded him of the additional money, he unceremoniously rescinded his offer to "round up" with no explanation whatsoever.

  I was never offered the opportunity to read the contract with Tri-Star the day of the move, as the "team lead," CJ, simply handed me a phone with a signature line showing before they started working and after they finished.  There was no way to scroll up or exit from that screen to read what I was signing, and he encouraged me to sign quickly, as the hourly billing had already started before I signed in the morning and would not stop until after I signed when they finished in the afternoon.  I later discovered that there are two areas on the contract that were left blank- one that states "THIS IS THE MAXIMUM AMOUNT THE CUSTOMER COULD BE REQUIRED TO PAY FOR THE LISTED SERVICES-" and one that gives the customer the option to either purchase or decline Full Value Protection, which would have provided for full value reimbursement for any property damaged by the moving team; this section specifically states, "(Must Sign Before Loading)".

  Tri-Star continues to provide false information and shirk responsibility for the inaccurate estimate I received which resulted in my having been billed $697.13 more than I should have been, taking into consideration the estimate they provided and the property they actually moved, even after the $329.50 they reimbursed.  The fact that the movers spent time I paid for smoking is beyond unacceptable, as I never agreed to allow this.  What other moving companies may or may not do is irrelevant.  I've hired 10 other moving companies over the years prior to this experience and have never once seen movers smoke on the job or exude an odor of marijuana, cigarette smoke, or anything else.  I would never agreed to allow movers I'm paying $165 per hour to spend a quarter of that time smoking.  Tri-Star seems to have no concept of professionalism, ethics, or good stewardship with regard to on-the-job time.

  
  Sincerely,
  
  Brandi Miller

  Customer Answer

  Date: 01/05/2024

  Attached, please find screenshots of emails I received from Tri-Star Moving manager Austin Pate which support my rejection of the business's response to my complaint.  I tried to attach them to my most recent communication regarding the complaint but was unable to do so due to incompatible formatting.

• Initial Complaint

  Date:03/27/2023

  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 hired Tri-Star Moving in December for an in-state move. Two of the movers were very inept, didn't know how to angle chairs through doorways, etc. Chairs and furniture were scraped through doorways. Large pieces of furniture had a single moving blanket wrapped around the middle and taped into place, leaving corners exposed.At the destination two of the movers tried to bring a very large armoire up a spiral staircase. They damaged one of the wooden steps in the process, as well as the stair posts. While manuevering the armoire through the kitchen they hit the refrigerator door, causing a deep dent in the door and damaging the corner of the armoire. While moving a headboard and entertainment center upstairs, they damaged the ceiling at the top of the staircase, and dented the walls. The china cabinet was damaged and a leg was broken off a dresser. A suede chair and a leather couch and chair were damaged. I pointed things out to ****, who told me that the company would make everything right, using a formula to calculate the weight of the items, etc. I was told to contact ****** who assured me everything would be taken care of and that if any damaged items couldn't be repaired the company would compensate me for damage. ****** assured me constantly that things would be repaired or that the company would compensate me. ****** tried to install the glass shelves in the china cabinet that the movers had failed to put in and caused further damage to the cabinet, including breaking one of the glass shelves.****** told me he was processing the compensation and would have the amount of the compensation to me the next day. Instead, he texted that the company had no obligation to me. "Read your contract re: scuffs, dings, scratches." I pointed out that home damage, broken glass shelf, broken legs, etc. went beyond this and only received a smiley face in return. I've left messages with the company but have never received a return call.

  

  Business Response

  Date: 04/26/2023

  I am incredibly sorry to hear that we are receiving such a negative review, however we did everything we could from start to finish to satisfy the Schroders. Yes, we did have a few issues and did everything we could to make her happy after the fact. I hired numerous contractors, and she managed to run them off twice before I convinced another company to come out and give it a shot with her. We are obligated to pay out .60 cents on the pound for any and every damage. She was aware of our contract and asked me what I was able to do other than our legal obligations. I explained to her that we would pay out .60cents on the furniture that was damaged and we would pay in full for the in-home repairs. She agreed, and then we started to set dates up and coordinate with a few contractors. We brought the first contractor in and she immediately tore him apart before he even started his repair process. He called me around noon that same day and said he was packing his tools because he prefers not to be belittled and disrespected on a job site. I agreed with him and thanked him for his patience. A few days go by and ** finally able to get another contractor to go out and begin the process. He started the job and called me about halfway through to tell me that he was getting ready to pack his tools as well, but I was able to convince him to complete the repairs and was paid close to $2000. I know now that we had some many issues during her move because of how demanding and disrespectful she is. Imagine working in someones home under these circumstances. It would be extremely awkward and most folks would prefer to just leave, but with a truck full of household goods you can see where that would be a problem. I went out a few days later to just check on things and be of any assistance to just get this past us and was met at the door by, ********************, whom decided an argument was more important than her actual damages. I removed myself from her property as I could see she was extremely heated and truthfully didnt want me there. We paid out the contractor, and thats the last we have heard from her.