My experience with Trinity has gone from very positive during the sales process to very negative during the first half of my move. At this time, I DO NOT recommend using Trinity.
See below for more details on what I have experienced thus far:
-My family of 4 is moving from the Midwest to California in order to support our aging parents who are at high risk for COVID
-With 2 young children, we decided to go for a full-service move, including packing service, loading, storage and deliver of our belongings
-We have been through one previous cross-country move as well as one large international move - these moves were smooth and were well organized and executed by those moving companies
-After reviewing 5 different moving companies & contracts, I chose to work with Trinity based on my experience with Bill Rosen - he was the most knowledgeable sales rep I spoke with and his price point was reasonable (definitely not the cheapest, not the most expensive either)
-Though Bill never came to our house, the cubic footage he arrived at was similar to (actually slightly higher than) the other contracts we reviewed - including contracts from 2 companies who came to the home.
-He also booked me for a 2-day move and was able to fit the move date in a few days prior to closing the sale of our home.
-At the point of contract signing, Bill Rosen set the expectations that 1) the contract price would be revisited one more time prior to the move day in order to account for any additions/subtractions to our belongings, 2) any packing we did on our own would result in cost savings on labor & materials, and 3) ALL personnel on site would be wearing PPE due to COVID in order to protect themselves and the customer, us.
-I spent the following weeks prior to the move packing, and ended up packing about 1/3 of the belongings listed as full-service packing in our contract in an effort to save on the final contract price
-2 days prior to our scheduled packing day, Bruce Richards called me to complete a final review of our belongings. At this time, Bruce increased our contract price by about 10% based on the updated inventory and assured me that this would be the final cost for the move. I was not happy about this after spending so much time packing, but finally agreed to proceed as we had no other options at that point.
-1 day prior to the start of our move I received not 1 call to schedule the arrival time, but a total of 8 calls - each one from a different person, stating different arrival times. This is when I began to get truly concerned about choosing Trinity.
-On the following day, the moving ended up arriving late anyways. Finally, at around 4:30PM CST, two of the packers showed up with no packing materials in hand, and told me that they couldn't do anything until the driver arrived with the materials. These two people were the only people who regularly wore masks during the move.
-The driver arrived about 30min later. He appeared to be upset/flustered, was not wearing a mask and initially refused to do so. I had to put a mask in his hand and demand he wear it before he agreed to do so.
-The driver then proceeded to RE-WRITE the entire contract on the back of a piece of paper. When I asked him where my original contract and inventory was, he said that contract didn't mean anything, that his was the final word on price.
-He completely disregarded the original contract pricing, including total cubic footage, box type, labor costs for boxing & stairs and came up with a new contract price that was 1.5X the already adjusted contract price written by Bruce Richards
-He then proceeded to tell me that he had 2 other jobs to complete the next day so he had to pack AND load that night
-I immediately disputed all of these developments, starting with pricing, and was told by the driver that my choices were to either pack & load only a portion of my belongings (unacceptable with our home closing coming up) or to call in to Trinity to deal with them
-I called Trinity, neither Bill Rosen nor Bruce Richards picked up, so I called customer service and was told that if I wanted all of my belongings to get packed, that I should pay the driver and reconcile with Trinity afterwards - At this point, I'm beginning to feel like I've been scammed by Bill, Bruce and Trinity.
-The rest of the packing and load experience was terrible. Nobody was wearing a mask despite my asking multiple times for them to do so. This put our entire family, including my high-risk family members at significant risk.
-In addition, the driver was constantly complaining about our belongings and that he didn't have enough time to complete the job. I had to remind him that he and his team were late, and that I had hired them for a 2-day, full-service move, not a 1-night rush job. By 8 or 9PM, the driver sent his crew home to return the next day and finish the job.
-Once they left, I inspected the work that had been completed thus far and noticed that the driver had bought mostly large wardrobe boxes. Not only were they not filled to the top - unnecessarily increasing our cubic footage - but all of our items were mixed and haphazardly dropped into these boxes. Having been through moves in the past, I know that many of the items on the bottoms of these boxes will be broken.
-The next morning, most of the crew was different except for the driver. And only 1 of the 4 movers was wearing a mask as requested. It was clear the driver either didn't care or had no control over his team. As a result, I tried to stay as socially distant as possible, making final inspection of box count or cubic footage nearly impossible. I was also not asked to make any final inspections. In fact, the truck was loaded and closed without me being able to review with the driver.
-The final inventory was nearly illegible - I had to take multiple photos of the carbon copy just to give myself a chance try to read what was written. By this point, I wanted this part of the move to be over and to get these people out of my house so I signed off on the paperwork and asked them to leave.
-Since then, I have followed up with Trinity by phone and email to detail these events and attempt to resolve my complaints prior to final payments are made on the move.
-So far, I have received NO response from either Bill, Bruce nor customer service.
Overall, this experience has been one of the WORST I've ever experienced as a paying customer for goods or services. However, Trinity still has the 2nd half of the move to perform up to the standards and at the agreed-upon costs that were promised during the sales process. I will adjust my reviews based on their performance in the end.