ComplaintsforTier One Relocation LLC

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My entertainment center was damaged and the claims department will not send anyone to evaluate the damage or pay/replace the damaged item.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been waiting well over 30 days for Tier One Relocation to reimburse almost 800$ for my house hold goods that were damaged in my move. I have contacted the customer service number weekly, left voicemails and sent emails to the claims department. Almost two weeks ago someone from claims FINALLY answered and told me they just needed my updated address (they already had it) to resend the check. Two weeks later and nothing. And now I cannot get them back on the phone or to respond to my email. This is absolutely absurd and the worst customer service I’ve ever experienced with a military move. AVOID THIS COMPANY.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company was assigned to us by the military for a move from Washington to Virginia. They damaged several pieces of furniture, lost parts to other furniture and our electronic drum set, lost irreplaceable items acquired overseas, lost a controller to our VR set. The total loss is valued at several thousand dollars. This joke of a company is trying to offer us $200 in compensation saying they aren't liable for the loss in items, even though when our HHG were unpacked they tried to leave us with several loose items that belonged to someone eles' shipment so clearly they didn't have things properly sorted inside of the truck. They damaged a bookshelf that is no longer sold where we bought it for several hundred dollars but they offered a link to one sold by walmart for $70. This is literal robbery and it is infuriating that they can get away with this.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 17JUL2023, the packers arrived in *** ***** to pack our ***. They did not divide the items into 2 inventories despite the *** being organized for 2 delivery locations. There were multiple packers working simultaneously and I could not observe all of them. Upon receiving the ***, I noticed that the clothes from the *** were not hung in wardrobes, but shoved into flat wardrobes, ruining many items and many of the boxes appeared to be filled with items that were quickly dumped out of drawers into boxes. Then, when I got to the bottom of a 3.0 CF box labeled "misc" I found that 6 pieces of precious jewelry, which I had left in my bedside table had been stolen. The boxes were neatly, tightly, and individually wrapped and placed in the bottom of a large box with the wrapping paper put in the bottom of the box for padding. I filed a complaint, including the police report, and they are doing a "tracer," which will not produce anything as these items were not individually labeled. While these items were not on my high value list (as they were not in danger of being damaged). I would like the company to take action to remove the subcontracted employee who is a thief, and apparently experienced. He was able to identify all of the valuable jewelry, including vintage pieces. I would also like to be appropriately compensated.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Among a long list of issues, Tier One Relocation has refused to compensate me for damage that they caused to my residence at *** ****** ******* ***** ******* ** *****. In particular, the movers damaged a set of blinds in my master bedroom. The attached documents include a series of emails. These emails show that I brought the damage to the attention of Tier One Relocation representatives (Doc 1). Tier One Relocation then contacted the moving company with whom they contracted for the delivery of my household goods ********** ********** *******) (Doc 2), but that ********* ********** Company refused to pay for the damage. As such, Tier One Relocation requested three items, which I provided to them to document the damage and compensation required (Doc 2). I resent the three requested items after Tier One Relocation claimed to not have received them (Doc 3). Finally, Tier One Relocation denied the damage claim on the basis that I did not report the damage within 7 days of delivery (Doc 4) on a DP3 Real Property Damage form. I responded via email (Doc 4) and explained the absurdity of their denial since they the DP3 Real Property Damage form (Doc 5) outlines a number of responsibilities of the transportation service provider (TSP) (Tier One Relocation), many of which they failed to comply with. Among Tier One Relocation's unfulfilled responsibilities per the DP3 Real Property Damage form were the responsibility to 1) conduct a joint inspection and note any damages and 2) "ADVISE THE CUSTOMER THEY MUST NOTIFY THE RESPONSIBLE ME WITHIN 7 CALENDAR DAYS OF THE DAMAGES FOUND DURING THE PACK OUT/PICKUP/DELIVERY." So in essence, Tier One Relocation damaged my residence, but are denying liability on the basis of me not having notified them within 7 days of the delivery despite the fact that it was categorically and unequivocally their responsibility as the TSP to conduct a joint inspection and to advise me that I had to report damages within 7 days.

  Customer response

  09/26/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Tier One Relocation LLC regarding complaint ID ********.
  
  Regards,
  
  ******* ******

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Company picked up my household goods as part of a military PCS from San Diego to Okinawa. In order to do this I had to present multiple people throughout the process of booking this transporting company copies of my orders and dependent entry approval (DEA). On May 19th my household goods were picked up and again I presented the driver my orders and DEA paperwork. I then flew to Japan. Upon getting an apartment on June 15th I contacted the agency to give the address expecting my goods to me either in transit or in japan. I was shocked to find out that they were still stateside because the company said there were missing my DEA form. They have never contacted me about needing it dispute having my email. When I asked the agent to by they never contacted me she refused to answer. I do not know when my goods will get to Okinawa and I’m currently sleeping on an air mattress with my wife and 1 year child in an empty apartment. When I researched the company all I could find were endless comments about zero communication with customers, failed/lost deliveries, and mismanagement of critical documents. I hope this will help resolve my issue and get my household items found and delivered. I have a Japanese phone number now but had to use my old number in complaint due to formatting. Old number no longer valid. Email best form of contact.

  Customer response

  08/17/2023

  
  Better Business Bureau:
  
  I was only contacted by Tier One Relocation LLC regarding complaint ID ********, after emailing complaints to all the major Navy centers that work with shipping companies. In which case they reported that the reason the had not sent my shipment was due to not having paperwork. I forwarded them multiple emails in which they were provided the paperwork. A Navy agency then informed me they would contact Tier One to expedite shipment.
  When my shipment arrived in Japan I was again not contacted by Tier One to set up delivery, after multiple unanswered calls, I received a short email from them telling me to call another company to arrange delivery.

  I have now been sleeping on an air mattress for 4 months with my family and living in an empty apartment. My 15 month daughter has been without many of her things for almost a quarter of her life. 
  

  We still do not have our household goods. At least there is a delivery date now but we are still weeks away. 
  

  I would never wish upon any service member the horrific customer service and lack of communication that comes from dealing with Tier One Relocation LLC.
  
  Regards,
  
  Patrick *****

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2022 Tierone relocation came to move our items from Murreita California to Honolulu Hawaii. They packed up items all over the house. They even forgot some items and we had to call them to come back and pick up. We received our items in December 2022. When the movers unpacked our boxes the a lot of our items were destroyed. Tv stands, tv, brand new computer desk, brand new master dresser & chest, another brand new dresser, brand new nightstand, our king size bed frame, mirrored couch table, missing a glass for another couch table, tables were missing suction cups to hold the glass, tv stand is in pieces. We reached out to the company and they weren’t going to cover certain items because it was marked as damaged on their sheet. So the computer desk I had just got from Amazon 2 months prior and yet they marked it damaged when it wasn’t. Master dresser and chest was marked damaged and I had just got it 2 months prior. Master bedroom frame they said it looks like someone had fixed it before so they aren’t covering it and it’s never been replaced or fixed before. Tv stand they said was going going to fall apart due to wear and tear, and tv that’s only showing black and white they said they can’t say it’s from the move but was showing color before the move. From my research this company has a history of marking customers paperwork as damaged so they don’t have to replace it in the future which is a history of fraud! Now they are asking us to tell the military moving department and if they have any issues they will seek the funds from them. But I feel this company needs to be investigated due to too many people complaining about the same things!

  Business response

  05/04/2023

  On behalf of Tier One Relocation, we apologize for any dissatisfaction Mr. ****** ******** *** *** ******** ****** experienced with their relocation.   We note this complaint was filed the same day Ms. *****e sent an email requesting the claim be reviewed again, which was completed, and a response sent to Ms. *****e on 5/2/23 allowing for additional items.
  
  The claim was settled based on the professional opinion of the independent inspection firm and on the condition of the item that was noted on the inventories by the crew when the shipment was tendered.   The inventories give a warning that states:  “We have checked all the items listed and numbered 1 to inclusive and acknowledge that this is a true and complete list of goods tendered and of the state of the goods received”   WARNING -> before signing check shipment, count items, and describe loss or damage in space on the right above.”  These inventories were signed by the customer at origin, and no dispute to the condition was noted.  At delivery of the shipment there was no mention of any loss or damage that occurred during the handling of the shipment. 
  
  The TV stand and desk were noted with pre-existing conditions that were consistent with the damages that were being claimed.  The professional opinion of the firm that inspected the bed, noted the bed to have been prior repaired and the frames hardware was altered.  The television is noted to be operating but is only displaying in black/white, this appears to be a setting on the television or a mechanical defect that we are not liable for.  However, Ms. *****e has stated she is getting the television inspected and we have agreed to review this item further if it was damage as a result of our handling.  Based on the documentation and information, we must respectfully maintain denial of liability for the above listed items.  All other items, our maximum liability compensation has been offered.   
  
  I hope this response proves the information to close this matter.  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In June of 2022, Tier One Relocations (our transportation provider for a military move) contracted *** ******** **. to provide a shipment of household goods associated with a **** The company lost many of our goods, which we are continuing to attempt to resolve. Among those goods is a stationary bicycle, valued at $999. During the claims process, we discovered that the item remained on *** ******** **'s truck for the seven months since pickup. *** ******** ** wrote the item up as "short" during initial delivery to storage. No attempt was made to locate the item. *** ******** ** acknowledged that the item was missing at delivery to the home. No attempt to locate the item or deliver it was made. Upon filing a claim, we were notified that the item had been in possession of the driver for the intervening seven months. The driver made no attempt to notify the receiving parties and no successful attempt to notifiy the TSP or contracted moving company. The bike simply sat on the moving truck for seven months (according to the driver; I cannot prove otherwise at this time). The company has repeatedly offered to deliver the bicycle "within the next few days," but no firm delivery plan exists. *** ******** ** knowingly deprived us of our property, as they had record of the item being missing from initial storage delivery and their agent was obviously aware of its presence on the moving truck without making any attempt at resolving the issue. **In addition to delivery, we require compensation for loss of use of this item for the period of seven months. An alternative resolution is providing full replacement value, as the item is undoubtedly substantially damaged after a summer, fall, and winter on a moving vehicle driving untold miles.

  Business response

  02/09/2023

  Hello ***** ****

  We do apologize for this grave inconvenience and undoubtedly are responsible for the agents we use to handle your household goods.  We will continue to work with you until you receive your exericse bike.  

  Thank you

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delivered on the 2nd of May 2022. Its un-telling how much they charged the government to move our stuff. But I know they broke, lost “replaced”, and damaged over $3,000 and only offered a little over $589.99, which is like a spit in the face. I have worked so hard for our household belongings. ID# ********* **** ***********  Here is a list of my lost and damaged items from my recent PCS move. Some of the items listed was not even taken off the moving truck they are broken so bad. The driver of the truck took pictures of his own. 195- Patio table - Legs bent so bad the table did not sit straight. 044- Solid wood dining room table- scratches and chucks of paint and poly missing. 194- Solid wood bench that goes with dining room table- legs broken off. 188- Piano- chunks of plastic pieces missing 051- Solid wood entertainment center- pieces broken off. 109- 3in1 crock pot- lid dented and handle broken 106- Oven roaster- side handles broken. 007- Small bookshelf - completely broken. 146- Large bookshelf- completely broken. 094- Black plastic shelf- missing pole and one shelf 165- End table- broken leg. 017- Elliptical. bent in and crack plastic where the screen is. 118- Dresser- broken black bottom trim. 006- Desk- has a hole. 160- Cedar chest- chunk of trim broken off. Did not have numbers- *Driver took pictures* Kobalt tool bench- Had my sectional on top of it that its legs are bent in and the top folds over. Weber grill-. Handle bent all the way to the lid and the lid so bent is does not fit properly on the grill. Completely missing- A milk crate full of heavy-duty ratchet straps.

  Business response

  11/21/2022

  Hello *** ******,

  We are very sorry to hear that you are dissatisfied with the claims settlement findings. 
  
  Your claim has been thoroughly reviewed and decisions were made based on the information and merits of the claim. As no documentation has been provided to change the outcome of the claim, we maintain the offers extended to you on 10/28/2022.  You can go to your MCO and if they find that we did not handle the claim according to the government claims rules and regulations, they will override our decision.  

  Thank you

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed my military move with the military on March 3, 2022. My shipment request was sent to TierOne, we did not hear back from TierOne until May 2022 and was told not to worry they are working on our file. We requested shipment dates of June 16-20, 2022. Asked again on Jun 1 if they have secured an agent for our household goods, we received an email back " we are working on it". We had started called everyday starting on Jun 10 asking for a status. We let them know we needed to be out of the house by Jun 20, we had to extend our housing contract costing us more money because they could not fulfill their contract. We received replies back on the phone, "nobody wants to come to NJ or NY, we work the local moves first, your dates we have is Jun 16-24 to fulfill our contract, oh its summertime its busy". The dates came and gone, and we had to secure our own moving company and pay $16,000 since TierOnce could not fulfill their contract by the 24th. They called us 3 times to inform us they could not make the Jun 24 date, but they can do July 11 past their obligated contract with the military and us. Now when I try to file an inconvenience claim and request the forms. TierOne refused to comply and stated since we had decided to get our own moving company that they do not owe us anything and they had until Jun 27 to get an agent. Claiming we did not need their services anymore in which I did not say that at all. Knowing very well they could not fulfill that obligation by Jun 24 or 27 and offered us Jul 11 which would not work out for me as I have a mission and needed to be in **** ***** before Jul 11. They have records of all of our correspondence with them for every time we have called. My husband had to work with ***** ****** company until 1am to make sure we were out of the house on the 24 of June. We do not have much documentation mostly phone calls which I am sure they erased the phone call information notes.

  Business response

  07/01/2022

  Good Afternoon *** *******

  Peak season in the military moving business is very stressful and some of the time, shipments are secured with a servicing agent a few days before the move.  This was the case for your shipment.  We did advise you on phone calls and in emails that we were still working on assigning an agent that could move your goods.  We can only use military approved agents to service your goods.  Once you advised you no longer required our services, we cancelled per your request and did not assign the agent.

  We apologize for your frustration and worked diligently on coordinating your move.  We wish we could have done it in a quicker time frame that was acceptable to you.

  You can address your concerns about a claim to your base for guidance as we did not service your household goods move to reimburse you. 

  Thank you

  Tier One Relocation

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have spoken with our military transportation, and they stated for us to do an inconvenience claim in which Tier One refuse to provide the paperwork. Tier One put us in this situation, knowing they could not fulfill on the agreed dates, shows how unsatisfactory of a business they are. $17,000 is a write off expense for a multibillion-dollar company. If the company cared about their customers, they could have made a wrong a right. We have missions to complete too.
  
  Regards,
  
  ****** ******

  Business response

  07/13/2022

  Hello Ma'am,

  I know you are frustrated but we did not service your shipment.  All claims must be filed in the governments system.  If we didnt service your move, which we didnt., you cant submit a claim.  

  You can contact your base and ask them if there is any reimbursement we owe you for not being able to locate an agency to service your move.  If the base advises per the rules, that we are to pay a claim, we certainly will.  in fact, if they find us somehow responsible, they would just automatically deduct it from us.  

  So please, I encourage you to contact your local base for guidance.  We follow the government guidelines and would be happy to review your findings.

   

  Thank you

  Tier One Relocation

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