Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a job that entailed a paid move by the government. the government contracted this company to move my belongings. many of my belongings were damaged beyond repair. the movers were rude and nasty towards which leads me to believe the damage was done deliberately. i just received a claim offer 20 minutes ago and the offer is insulting to say the least. it even went as far as saying I damaged my property myself even though when it left my care it left in pristine condition.

  Business Response

  Date: 01/10/2025

  Good morning, 

  We are sorry to hear that you had such an experience with your recent move. 

  ********** Moving and Storage was selected by the TSP - TierOne - to pack and load this shipment from ** to **.  We delivered this shipment to destination storage.  Another mover delivered from storage to customer's residence.  Documentation indicates that the damages claimed happened after ********** Moving and Storage delivered customer items to destination storage.  Customer submitted claim for damages to the TSP (Transportation Service Provider) and they settled claim pursuant to military claims rules.  

  As discussed above, the TSP is the one who held the contract (GBL) from the government for the move.  Pursuant to the SDDC and DPS (Surface Deployment and Distribution and Defense Procurement Service) her complaint should be directed to TierOne.  The contact there is **** **** ****************************  Ms. **** is also the claim settling agent.

  I accordance with the military rules, the customer's recourse on a complaint regarding the claim settlement is to elevate her claim to the military claims office for her area.  The customer can reach out to their military move counselor for that email information.

  This complaint should be re-directed to TierOne Relocation with the contact information above. 

  ***** ******* 

  Business Response

  Date: 01/10/2025

  Good morning, 

  We are sorry to hear that you had such an experience with your recent move. 

  ********** Moving and Storage was selected by the TSP - TierOne - to pack and load this shipment from ** to **.  We delivered this shipment to destination storage.  Another mover delivered from storage to customer's residence.  Documentation indicates that the damages claimed happened after ********** Moving and Storage delivered customer items to destination storage.  Customer submitted claim for damages to the TSP (Transportation Service Provider) and they settled claim pursuant to military claims rules.  

  As discussed above, the TSP is the one who held the contract (GBL) from the government for the move.  Pursuant to the SDDC and DPS (Surface Deployment and Distribution and Defense Procurement Service) her complaint should be directed to TierOne.  The contact there is **** **** ****************************  Ms. **** is also the claim settling agent.

  I accordance with the military rules, the customer's recourse on a complaint regarding the claim settlement is to elevate her claim to the military claims office for her area.  The customer can reach out to their military move counselor for that email information.

  This complaint should be re-directed to TierOne Relocation with the contact information above. 

  ***** ******* 

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Tier One Relocation LLC regarding complaint ID *********
  
  
  
  Regards,
  
  
  
  ******* ******

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Tier One Relocation LLC regarding complaint ID *********
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tier One was contracted by the government to complete my final military move. A number of my items were damaged and/or missing and the company either outright refuses to cover the loss or is offering a settlement much lower than the value.
  One of the items that was damages was a framed photograph that I one at charity auction. When I submitted the claim to replace the damaged frame, I estimated the value of the frame only at $100. Their immediate reply was to offer the cheapest, plastic frame they could find on ****** ($32.00 with a link attached). I think this "offer" sums up they way there are conducting business. In order to submit a claim, I must use the government website, ***, to file. The system requires me to use a box number that corresponds with the "box" the item(s) were missing from. This creates a problem that Tier One is exploiting as justification to not reimburse for the missing items. If smaller items are missing from a box that would have come from the master bedroom and garage, it is impossible for me to know which box those items were placed in. Tier One's outright denial to compensate for the missing items is based on the boxes not being damaged or tampered with. Specifically, I am missing a brand-new bottle of cologne that was in the original packaging (a Father's Day gift) and power tools from the garage. The packing crew contracted out by Tier One was at my house in ******** from 3-5 July (working on the holiday). In total there were approximately 18 different packers between the three days averaging 6-8 per day. It was completely impossible for me to observe every person packing items. I never left the property in those three days an often answered questions for the crew through the person in charge or via google translate (very few crew members spoke English). Before the crew left on the final day I conducted a walk through with the foreman. None of the missing items were left behind.

  Business Response

  Date: 11/26/2024

  Good morning *** *******

  We are very sorry to hear your dissatisfaction with your claims offer.

  We do apologize for the damages that incurred during your Household Good Move,  

  The picture frame dollar amount offer was for like and kind- which we found to be comparable.  As far as the inventory box labeling you referenced, this is not a Tier One procedure, this is the US Governments, ***********s rules and procedures / regulations that we must follow.  We cannot deviate from the military's guidelines.  This is why you have the option to take your claim and our findings to the MCO-Military Claims Office at which point, if they do not agree with our findings, they will adjust our offer.  

  We thank you for your great service to our country

  Tier One Relocation

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kelly B**** and TierOne Relations should not be allowed to operate as a legal business. Their business practices are less than ethical, they avoid all responsibility and leave military families in financial ruin because of their ignorance and negligence. This "business" arrive with less than an hour in the business day to collect, inspect, and inventory my belongings from the first moving company so they now claim they are not responsible for the damages because they didn't see them when they received the shipment. Throughout the claims process, I have asked several times for the transfer inventory/inspection sheet, but TierOne will not provide that because they know they skipped that crucial step. TierOne should be closed due to their terrible practices.

  Business Response

  Date: 11/12/2024

  Good Afternoon SRA *********

  Your shipment was s release from Non Temporary Storage.  Many of the items that you are claiming as missing are not listed on the inventories. The inventories were performed before our handling, therefore, there is no way for our driver to account for items as missing that were never listed on the inventories. The inventories also do not list the number of parts or what the parts are, they list generic labels such as bed parts, chair parts..etc. An example is line 10, inventory number 9, where you are claiming missing faux succulents. The inventory lists number 9 as a box that contains books, décor, and photos. There is no way for the driver to note that there were missing faux succulents out of that box when he loaded the shipment from the warehouse. The driver can only make notations to items that are listed on the inventories.

  You were notified with the Military Claims Office copied in on your settlement offer that you have the option to file your claim with the govt and get a second opinion.

  We are very sorry to hear your disappointment.  So please, if you do not agree with our findings, you can go to the Military Claims Office and they can review.

  Thank you

  Tier One Relocation

  Customer Answer

  Date: 11/14/2024

  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.
  
  
  
  TierOne did not ensure there was a reasonable amount of time left in the business day to properly document, inspect, and do inventory of the items during the hand off from NTS. TierOne has a documented history of doing this, likely as a way to dodge responsibility. TierOne can not neglect their responsibilities and obligations as a business and point the finger at everyone else.

  Simply put, TierOne has not done their job and they do not have plans of doing their job. TierOne is a predatory company that exploits financially hurt military families by ruining their household goods and then bullying the military families into taking low ball offers. This is not okay, this is not just, and this will not continue. TierOne has blatantly ignored undisputable and objective evidence of their wrong doings, and they think ignoring their negligence absolves them of all liability.

  I have a meeting today with ********** to discuss this matter. What TierOne is doing is fraudulent and a scam so I will continue contacting every agency I can to bring this predatory company to the public eye. Military families deserve better, and I will not stop until that happens.
  

  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company LOL
  
  During my military move, they were responsible for moving me just a couple hundred miles. In that time, they lost and damaged over $16K of my items and offered me $1800. If you can avoid them. They prey on military members. Don’t let them move you!

  Customer Answer

  Date: 10/11/2024

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Tier One Relocation LLC regarding complaint ID ********. They did not resolve my issue. 
  
  
  
  Regards,
  
  
  
  ******* *********

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tier One Relocation moved my family's household goods from Kentucky to North Carolina. We sustained damage to nearly every piece of furniture we own. The glass from our tabletop was shattered. The hardware to put our bedframes together was lost. The carrier lost 11 of our boxes. We filed a claim for damaged items and the carrier denied everything. EVERYTHING. Even though they signed a form acknowledging damaged items upon delivery.

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Tier One Relocation LLC regarding complaint ID *********
  
  
  
  Regards,
  
  
  
  ********* *****

• Initial Complaint

  Date:04/03/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:10/31/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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,
  
  
  
  ******* ******