Trinity Relocation Group

After the last time I moved on my own I promised myself I would hire someone the next time. Doing it yourself is kind of a nightmare as I’m sure most people know. I kept my promise to myself and ended up hiring Trinity Relocation Group. The office staff was helpful and accommodating with all my moving needs. Their movers were fast but very careful with our things. I don’t plan on moving again for a very long time but if I do I will be calling this company again. Thank you very much Trinity.

Move size: 4 Bedroom Home Service cost: $4042

I'm going to start off with positives here. The only good thing I can say is that Trinity offered good customer service in that they answered my calls over 95% of the time. The actual carrier, Star USA did a great job wrapping and packing my items, even the fragile ones.

Now for the BAD:

Up to the date I was supposed to move, no one at Trinity could confirm that the movers were coming. Literally, the day of, no one at Trinity was sure if any carrier was coming. I was worried and frustrated and even called another moving company, that is, until a carrier truck actually showed up. The move from a one-bedroom apartment to a distance of less than 740 miles ended up costing too much, again, for just a one-bedroom apartment. The reason is that Trinity Relocation Group is actually a broker company, not a carrier. But they advertise themselves as both. This is not the case. Again, Trinity Relocation Group is a Broker company. The actual carrier, Star USA had their own paper work forms for me to complete in addition to Trinity. So you're signing several forms on the actual day of the move from the carrier. The price also increased greatly. Star USA actually said I was taking up more cubic feet space on the truck and raised the price more than $700, which puts you in a bind, because at this point, all your items have been loaded on the truck and so you have to agree to the ridiculous rip-off charge. I was shocked. So the estimates that Trinity gives you are not real, doesn't even come close. Trinity is the middle-man, just the broker here. So you’re paying two companies and getting ripped off.

Also note that it can take up to 30 days to receive your furniture. YES. 30 DAYS, ONE MONTH. That means you will be sleeping on the floor for a long time. My advice is to READ THE FINE PRINT OF THE ESTIMATE THAT TRINITY GIVES YOU CAREFULLY OVER AND OVER AGAIN. I waited for my items for two weeks.

On the day my furniture arrived at the new location, the driver was nice, but he was alone doing all the work himself until two more helpers showed up a little later. This was not professional. The truck was also massive, huge, like a semi-truck. For people living in a small apartment complex, this is a huge problem, because the company will have charge more if they cannot reach the entrance of your building at a close distance. The driver got out the semi-truck and walked around the perimeter to see if the truck could fit. Luckily it did, with much room to spare.
Some of my most attractive items went missing. These items got lost in transit. Why? Because the truck Star USA used to load my furniture was not that same truck that arrived at my new place. So your furniture is going to be moved probably over and over again and things will get lost. Then you’ll have to file an insurance claim and that takes a long time. The problems are endless.
I do not recommend Trinity Relocation Group because there is too much uncertainty that comes from booking a move with them. The huge price increase just for adding a few items to the initial estimate and the fact that there is no set day and time to pick up or drop off your furniture is awful. Plus all the waiting for your items to arrive is just not worth it. Trinity makes its own business irrelevant. There is so much they don’t want to take responsibility for. I am NEVER using a broker company for any future move I make.

Move size: 1 Bedroom Home Service cost: $4000

This was the most unprofessional company I have ever dealt with.
The Pickup: Trinity told me there was a three day pick up window for my things, which I did not really like, but they assured me someone would call a day before so I could properly plan. I agreed and gave them my 3 day pickup window. The day before my window, I had not received a call, so I reached out to the service team and they assured me my driver would be reaching out to me that day. I never received a call so I assumed he would probably show up on my 2nd or 3rd preferred day. Well the next day I was running errands before my move and I get a phone call saying that my driver was outside my place waiting for me. I called Trinity for an explanation, and they said they could not do anything about it and I had to go home, rush to finish my packing and let the movers begin working. I was frustrated at the lack of panning they had and it just made my move even more stressful. I talked to the "dispatch manager", telling him how upset I was and he did not seem to care either as long as they could pick up my stuff today regardless if my things were packed given no day in advance notice. I told him I was concerned about my drop off now and he assured me not to worry about it. Because I did not finish packing my items, they charged me $300 in fees because they had to pack my tv and furniture and bubble wrap my things.
The Dropoff:
Initially the salesman said that there was a 1-5 day dropoff window from my pickup date. He mentioned because it is such a short move, it should not take more than 2 days. So I tried organizing this and figuring out how many nights I would need to be in a hotel or stay at a friends place, ect. So I arrive in San Diego on Saturday, my items were picked up on Thursday and I let them know, anytime between Saturday and Monday work great because I am available all day. Tuesday I start working and I will not be available until after 6. I made this very clear with the company and my driver. I call the service team on Saturday to try and see if I can any type of estimate of when the truck will be there and they said they have no idea, and that it is actually 1-7 days to dropoff and that starts on Saturday, the first day of my preferred date. Wednesday comes and I call Trinity again and they said they will reach out to dispatch to let me know when they will be coming. An hour later I get a text from the driver saying that he is on his way and will be there in 5 hours. AT this time, I am already at work, its 9 am and I wont be home until 6. So I respond back saying that I will be home at 6 and he can make the dropoff then. He says he cannot waste an entire day on such a small move and he needs to do the dropoff sooner. I let him know that I clearly stated my preferred dates, and then gave very clear expectations that any day after Tuesday, I will be working. He continues to text me while I am at work, at my new job saying when he will be there and that I need to make arrangements for someone to be there. The dispatch manager starts texting me and asking if I can leave work early for them.
At this point I am completely baffled at the unprofessionalism of every person involved in this logistical nightmare. I have never been treated so bad by anyone who works in the service industry. They then begin to say, every hour they wait is $150, after the first hour. I let them know I will not pay any additional fees because I clearly set every expectation possible and they failed at every single one of them.
As I go to pay, they charged me and extra $75 for stairs. They say the first flight is free (up to 10 stairs). Well my stairs has 13 stairs in my flight so I guess that warrants an additional $75. They then say that they could charge me $600 for waiting but will let me determine how much I should pay of that.
I will never use Trinity ever again, and I strongly encourage anyone to avoid Trinity and if you hire movers, hire a actual company.

Move size: 1 Bedroom Home Service cost: $1900

I called Trinity because they seemed to have good ratings. Unfortunately it was all B.S. They lied initially about who our movers would be and hired a company who just changed its name because of the 17 Better Business Bureau complaints against it. When confronted with this information, they didn't care and said they are working with the new company. Even after explaining the level of fraud that my move had, they took zero ownership of the situation and said that is my opinion. I will be putting a review for the other company as well, but don't trust Trinity Relocation or Century Moving Services for any part of your move.

Move size: 4+ Bedroom Home Service cost: $29000

Here is our review of the broker Trinity Relocation Group:
1. We were looking for a carrier. The sales rep Dylan stated that Trinity is a carrier, and he phrased it in a way that implied they were only a carrier. He never mentioned that they were also a broker, which ultimately led to three different companies becoming involved with the move. Simply put, Trinity charged us $1700 dollars for their “estimation fee”, which would not have existed if we worked directly with a moving company.
2. Sales reps stated over the phone that shrink wrap is complimentary, when in reality, the shrink wrap costs extra. Trinity provided misleading information on potential costs, shrink wrap is only the first.
3. We repeatedly asked what potential costs to expect over multiple days and no warning was given for the $200 packing fee per glass item. We sent Trinity pictures of the items in the house to be moved (which clearly pictured the glass dinner table) and no warning was given.
4. Once again, after sending pictures of the house and included items - nobody mentioned that the live plants wouldn't be shipped.
5. I called Trinity repeatedly to confirm how many movers would arrive, and they all stated 4. In reality, only 3 arrived.
6. Trinity rarely replied to emails unless they needed paperwork/signatures for payments.
7. The final price was $2,277.23 above the estimate. Granted, an underestimate is expected, but this seems out of proportion especially when considering the hidden fees.
8. Sales reps said we could stack pillows onto couch, but movers highly recommended not to. Trinity’s sales reps should be familiar with what movers want from their clients, and should provide information that conflicts what the movers recommend.
9. We have contacted Trinity repeatedly about our frustrations in hopes that we could both walk away satisfied. 2 weeks later, Trinity never reached back to us, and we are forced to post this upset review.

All in all, their sales rep claimed that they were a carrier, withheld information about hidden fees, repeatedly didn’t hold up to claims and took a $1700 cut for it.

Granted, Trinity paired us with a good moving company, Cross Country Relocation Services, who were experienced and moved our stuff well.

Move size: 3 Bedroom Home Service cost: $6800

I have yet to actually RECEIVE my things after getting them picked up 14 days ago. I was moving FEWER THAN 200 miles so they clearly just put me on the back burner and my "1-5 day" estimate is going on 14 days. Additionally, I had to move some of my things for the movers because they only brought 1 mover and his friend who had never even folded a box (he literally had to be instructed how to fold a box).

Customer service said "they'd get back to me" and they rarely would. I don't even know WHERE my stuff has been for the past two weeks. They don't communicate at all. To say I will not be using Trinity again would be being polite. I can't in any faith support this company at all. They clearly don't care about people. You can't expect people to live out of a suitcase for TWO WEEKS. This is completely unacceptable.

They then (without prompt) say they wont charge me less for this ridiculous wait. So still full price for absolutely piss poor moving.

Move size: 1 Bedroom Home Service cost: $2600

I do not think there is another moving company with so much prowess. So far, these are the best people to move with. They are very fast when it comes to service delivery. Most notably, they are very careful when it comes to handling individual customers. I loved the way they were able to facilitate my relocations. It was a lovely experience. Each member of the crew took his duties seriously - always ensuring that all was perfect. I am grateful for what they did. Observing you do all that, someone would have imagined how easy that task was. They made something that would have been so difficult and less attractive to be pleasurable. You are so great - I must admit.

Move size: 3 Bedroom Home Service cost: $2200

First they give you a misleading 'initial' quote to get you through the door, then once you sign up they will try to renig said quote when their QA (lol) goes through your inventory a second time, leading you to wonder why you even went through it initially.

The moving captain confided in me that the weight of my things fell below their anticipated lbs. Trinity added on an additional $300 to my initial quote of $1,550 for a move from Chicago to NC.

Then the movers arrived 3 HOURS late, late at night. They should have just rescheduled for the morning for the drop off. Total lack of professionalism, just ghetto and lacking in refinement or sophistication. Get off of paper I don't want to sign a bunch of documents or go through hoops. It's obvious they get cheap labor and amateurs to do the delivering. You might want to invest in proper training. Cheapest isn't always the best.

Move size: 1 Bedroom Home Service cost: $1850

I don't know how businesses like Trinity Relocation Group stay in business. They should be banned off the face of the earth. It started out good. I dealt with Henry, seemed like a pretty nice guy. But went downhill from there. First off he never explained that they were just a broker and not the movers. I was surprised to find out after placing my deposit that a different moving company, Centurion, would be actually moving my items. Communication became very difficult, dealing with two companies, not getting straight answers from either. But the worst part was the overcharge. Henry quoted me one price, saying it was an estimate and that the actual price would be adjusted once the items were picked up, counted and weighed. It was never itemized after being picked up. The price was never adjusted after I was told the weight was way under what the estimated weight was. In fact it was increased by almost $400. There was nothing I could do. I had to have a money order for the higher amount or my items wouldn't be picked up and I would loose my deposit. I called both companies and they were both very rude. I was only asking for an explanation and neither could give me one but only said you have to call the other company. Every time I asked to talk to Henry he was mysteriously gone that day. The whole experience was so frustrating and everyone was so rude, in fact the one gal actually hung up on me. I finally gave up my fight and declared myself the looser. Please do not book with this company.

Move size: 1 Bedroom Home Service cost: $2500

DO NOT USE THIS COMPANY!! ONLY GAVE 1 STAR BECAUSE I HAD TO CHOOSE AT LEAST ONE - IT SHOULD BE NEGATIVE
I was lied to from the very beginning on several issues but the 2 biggest being:
1 - "It's a pay by weight - we estimate high based on DOT standards but we will weigh the truck and you won't owe as much if anything at all at delivery" - I was told this more than once by 2 different people but this is absolutely NOT true!! I took off several LARGE items (front load washer/dryer with pedastals; dining room table with 2 captains chairs and 6 regular chairs; a queen mattress and box springs plus a lot of little items like vacuums, brooms, fans) and added on 16 totes and it RAISED my price by $2300 - again he said we have to estimate 49# per tote but we're going to weigh this so it will be okay - you probably won't owe anything at delivery. I was counting on this so I wouldn't owe so much and that did not happen and they will not process a refund.
2 - "It's loaded onto a trailer and stored on that trailer at point of origin until called for" - this is also a lie - it was loaded onto a "rented" trailer, taken to Dallas (instead of origin of Amarillo), unloaded into a storage building, then re-loaded into another truck prior to delivery so it changed hands several more times than necessary resulting in several items damaged/broken.

Move size: 3 Bedroom Home Service cost: $6500

This was my first time using any moving company and they KNEW that. I usually don't leave reviews, but my experience was SOOO bad that I felt like it's my duty to comment.
My salesman was Henry Stiller, and he said all the right thing that a customer wants to hear (i.e. omitting the truth verbally).
The price was astronomical (way above the initial quoted price due to factors that they said were normal)
It took them over 30 days since the pick-up date to deliver my stuff, and the delivery guys complained how heavy my stuff were since the first moment they arrived (these were book boxes). The salesman will ignore you and push you to their customer service department which was so rude and no help at ALL.
They did not treat the stuff well, and some of the items (to their credit, small items) disappeared. They did not put together all the furnitures that THEY took apart during pick-up which was in the contract.
Anyone who is looking to hire this company should know to ask 100 and 1 questions before paying. Just use Pods cause at the end, it'll save you more from cost to headaches.

Move size: 1 Bedroom Home Service cost: $3800

Terry Whitt

29071 to 33767



Cost $3240





Trinity Van Lines is a class operation making a very stressful time in one’s life easier to deal with. The movers were super communicative keeping us informed every step of the way. The movers on the front end were top notch and obviously have done this many times. Everything was inventoried and packed very safely. The crew was pleasant and thorough. On the delivery end same story different people but same professionalism in all aspects. No damage to any belongings and nothing lost. Delivery was within the window they gave us, albeit on the outer edge, but it was all good!

Highly recommend Trinity and I would use them again except -- I'm NEVER moving again this is my last stop!!

Move size: 3 Bedroom Home Service cost: $3240

I have to say that I greatly appreciate the 3 different representatives that I've had the opportunity to talk to. However, I was given different information from all of them and I'm still waiting on the furniture and personal belongings to be delivered. It has been well over a month now and we are sitting in the apartment on the floor and sleeping on the air mattress. Hopefully, we can get some resolution soon. We moved from California to Ohio and have nothing :(.

Move size: 1 Bedroom Home Service cost: $2600

Punctual, polite and professional service by Trinity Relocation Group. We were delighted with the way the whole move went. The day after I phoned for a quote, they came round to assess the job and provided a quote for packing and moving. On both the packing and removal day the whole process went smoothly. The teams arrived early both days, carried out the work thoroughly and efficiently and in a polite, helpful and considerate manner, and delivered us safely to our new address.

Move size: 3 Bedroom Home Service cost: $5500

Trinity relocation group did an estimate using my zillow ad to determine the cost of our move, plus they added a two car garage full of boxes to that estimate. They told me they would send their own people, not contractors. They lied about all of it. First of all, I told them the move needed to happen on Saturday, they called Friday to let me know they'd be here on Sunday. Then, noone atTrinity would pick up their phone when we needed to make sure they would arrive Saturday. It took the entire Friday for us to get a call back from them. Then, the movers arrived Saturday afternoon and wanted to charge an extra $3800. I've never had this happen before. The estimate is usually close to the actual cost. The problem is the movers are contracted and of course they want their own cut of the profits. Trinity charges you a deposit by eCheck (beware 'cause you're going to have a hard time getting it back if you're not satisfied). The deposit is not shared with the movers, because Trinity is a broker not an actual moving company. BEWARE! STAY AWAY! LOOK SOMEWHERE ELSE!!

Move size: 4 Bedroom Home Service cost: $3800

PROS: I found the customer service department to be excellent. I worked with Tracy and Lisa, who took the time to explain the steps of my move and the status of my delivery. They were extremely patient with me during a time when I was high maintenance. They were also very helpful on the day of my delivery when the moving crew tried to fine me an elevator fee, which is covered for you through Trinity's policy. The movers that were used through Trinity as a broker were very professional, courteous, and efficient. When my delivery was all said and done, there were no missing boxes/ furniture. I had a lot of glassware (that I had packed with bubble wrap) but still expected that there would be some damage. Everything came completely unharmed.

CONS: While I was so impressed when booking with them, especially since they are supposedly the #1 moving company, I felt that there was miscommunication regarding expected delivery windows. From pick-up date to delivery, the total time was 13 days for a ~500 mile move. On booking, I was told it would be much less. I think it is important to be weary of this; if prompt delivery is a priority to you, this may not be the best option. It was also not made clear to me upon booking that this company is a broker -- they hire local movers. Moving Depot was who they booked for me, and they did not give me much notice before arriving on pick-up or delivery. For example, I did not even get 24 hours notice before delivery. This was not Trinity's fault, but it is important to note that you will be dependent on another company that Trinity arranges for you.

ASIDES: While Trinity is very up front about any possible charges, know that the long-carry fee (more than 75 ft. from truck to delivery) is very common, so expect that you will be paying 75$ more based on the crew's discretion. I was also charged an extra $400 from my original estimate based on "items being bulkier than expected." From my research, it seems that it is usually more accurate for weight-based charges rather than volume-sized, but this is up for debate.

Move size: 1 Bedroom Home Service cost: $2400