27 Jul 2021 · MoveAdvisor
1.0 out of 51.0
We relocated from California to Texas in Jan, 2021. We contacted a broker perennial van lines and they assigned Trig moving to our house on the moving date. Then the whole things became a disaster:
- We were quoted that the moving cost would be around $4900 based on an detailed item list, however, after trig moving loaded everything on their truck, they gave me a invoice of $11,527.52. They said they charge by the space(they spread out our stuffs in stead of stack them up, of course it took much more space).
- We were quoted that the moving would take about 5 to 10 days, however, it took 16 days for our furniture to arrive.
- Upon the delivery, their driver called me and said that the streets in our apartment complex were too small for him to enter in, and we would have to pay another $900 to rent a shuttle, However, our apartment management office said that our streets are wide enough for their truck coming in, other tenants often have the same size of truck coming in for moving.
- when the movers unloaded our belongings, some of them lift up boxes and put them upside down, disregard the "fragile" sign on the boxes, which of course caused many of glass items broken.
- We also found that they mixed a desk that didn't belong to us with our furniture, we told the mover and returned it.
- We only had very few furniture, however, 90% of them were broken.
- We also had two large boxes missing
- after talking to Trig customer service, they advice me to make a claim with the insurance company. On 07/26/21, the insurance company told us that the missing items are not covered, they suggest us to contact Trig again to locate them. They also sent my insurance compensation(60 cents per pound) for the broken items, a check of $87 to trig on 6/10/21, and trig should have already deliver the check to us
- I called trig customer service, a male representative said that on my file that it showed no records that they need to send me a check. He would check with the billing department and let them get back to me. However, when I asked if they could try to find my missing item, he became very impatient, and still repeat that " I will check with billing department". I said" but isn't it a different issue, I don't think it's billing department's job to find my missing item", he repeated again" I will check with the billing department" then hang up my phone regardless I was saying "wait a minute".
- I can't believe a customer service person would hang up on a customer like that, so I called right back. A woman whose name is [NAME EDIT]? answered. After I explained what just happened, and requested to talk to the previous guy again(I didn't catch his name at the first place), she said" hold on a minute, let me talk to him DIRECTLY". Then she put me on hold for two minutes, then back to the phone. When she came back, she wasn't as nice as before, she denied my request to talk to the other guy, she said because she didn't know who I talked to early, but didn't she just said that she would talk to him DIRECTLY two minutes ago? when I requested to talk to the supervisor, she refused again, she said they are all very busy now and the supervisor wouldn't have time to talk to me. She said she would call me back later after checking with my insurance compensation payment, then she did not call back at all.
Read more