I would give zero stars out of 5
I rarely leave negative reviews--in fact, this is the first one I have ever written--but after my experience with Titan Moving Group, I feel obligated to warn others.
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I rarely leave negative reviews--in fact, this is the first one I have ever written--but after my experience with Titan Moving Group, I feel obligated to warn others.
The biggest issues throughout this process have been poor communication, missed delivery timelines, and repeated promises that were never honored.
When I first received my estimate, I was told shipping our household belongings from Wisconsin to Utah would take about one week. Shortly before pickup, a Titan Moving Group employee named Frank called to collect our pre-pickup payment. During that call, he initially told me delivery could take up to 14 business days after our "first available date," which would have left my family without our belongings for more than three weeks after arriving in Utah. I explained that timeline would not work because my wife was starting a new job on July 1 and that I would rather rent a truck and move everything myself.
Frank placed me on hold to speak with his manager, then returned and assured me they could deliver our shipment within 7-14 days of pickup (June 15), specifically promising it would arrive before July 1. Based on that assurance, I agreed to proceed and paid Titan Moving Group.
Unfortunately, those promises were never kept.
After our belongings were picked up, we called Titan Moving Group customer service line every day for more than three weeks, leaving voicemails each time. Their recording promises a callback within 24 hours, yet we never received a single return call. We also sent numerous emails and repeatedly contacted the sales department, where we were continually told a manager would call us. No manager ever did.
Whenever we questioned the missed delivery timeline, we were simply told, "It doesn't matter what Frank told you. The contract says we have up to 30 business days to deliver." Rather than acknowledging the verbal promises that influenced our decision to hire them, they repeatedly hid behind the fine print of the contract.
Communication throughout the process was unacceptable. The tracking portal listed July 9 as the latest delivery date, which passed without delivery or explanation. We were also told the promised GPS tracking was unavailable because their system was "broken." During one conversation, a representative admitted the company currently had no managers because they had recently resigned, leaving no meaningful way to escalate customer concerns. Instead, delays were blamed on staffing issues, the holiday weekend, the busy season, and Utah being a difficult delivery destination--none of which were mentioned during the sales process.
Another major disappointment was learning that Titan Moving Group did not even complete the delivery themselves. One of the reasons we chose them over a moving broker was because we were told they used their own employees and trucks throughout the move. Instead, the driver who contacted us worked for a third-party carrier contracted by Titan Moving Group, and our final payment was made to that company instead.
The most frustrating part of this experience was the stark contrast between the sales department and customer service. Sales representatives were always available to answer calls, collect payment, and make reassuring promises. Once our belongings were in Titan Moving Group possession, communication essentially disappeared. We spent nearly a month in a new state without our furniture, clothing, and household essentials while being met with excuses instead of accountability.
Based on my experience, the service we actually received was dramatically different from what was promised when we agreed to hire Titan Moving Group. I would not recommend this company to anyone planning a long-distance move.
Move size: 2 Bedroom Home
Service cost:
$18362
