ComplaintsforTri-Star Moving

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  07/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired them to move our furniture. They moved the furniture but they banged up our walls, had scratches all over the walls etc. These walls were just painted because we were selling the house. I called Friday afternoon and explained what took place. He told me he would call me and some look at it but the man who does the repairs was booked out. I informed him we were closing on this house the next Wednesday and they new owners would be coming Monday or Tuesday to look at the house and it had to be fixed by then. They never go back to me on this so we had to fix it. We called Monday to see if we could get some money back and he informed us that he does not work weekends and we did not give him enough time to fix it. Also they charged us for lunch when this was supposed to be deducted off the load. Having to fix these walls put a hardship on us as we were trying to finish moving. I would like some money back for time spent fixing these walls and for the lunch time that was supposed to

  

  Business response

  08/03/2021

  Business Response /* (1000, 5, 2021/07/23) */ Hello, ****! We deeply apologize for this occurrence. We have undergone staff changes in this department for this exact reason. The individual in charge of handling things of this nature, the one you spoke with, has been let go due to his lack of urgency and treatment of matters such as this. We are going to get this handled immediately. Mary Emily, your sales rep, will be reaching out to collect your desired refund amount today. We look forward to working with you to make this right. - Britani, Tri-Star Moving

*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. ↩