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:06/23/2023

  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.

  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 Old number no longer valid.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 Answer

  Date: 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

  Date:05/03/2023

  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.

  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

  Date: 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

  Date:02/09/2023

  Type:Customer Service 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.

  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

  Date: 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

  Date:11/21/2022

  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.

  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

  Date: 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