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:07/10/2025

  Type:Product 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.

  I asked for a moving quote from ***. *** did a video inspection and collected inventory.IVL gave me a binding quote with all inventory details. I accepted the quote and paid advance of $7911.00. Copy of binding quote from IVL is attached.On the day of moving, the crew from moving company came. I showed them the items to be moved. All items were as per inventory in the binding quote and none of the items has changed, no additions at all.The crew said the volume is not as estimated and said, we will give a new quote. They asked me an additional amount of $4640.00 (Attached is revised estimate by IVL crew).I declined to accept the additional charge. *** said they will not do the move if I am not paying additional charge.I have asked *** to refund my advance.IVL has refunded only 50% of advance.I am asking for rest 50% to be refunded asap.

  

  Business Response

  Date: 07/10/2025

  We are responding to this matter forwarded to us by the BBB. Along with this response we have included a copy of our Binding Moving Estimate that the shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 6/24/2025 @ 12:49:57 PM. There, we have highlighted items pertinent to this matter.
  Prior to the scheduled move date, our 3rd party professional wood crating company had arrived to crate items the shipper requested to be crated.
  
  This was a large move and on the day of the scheduled pickup, the ****** that was assigned to the moving team discovered that additional packing materials and boxes were needed to pack the items which of course would increase the volume and thereby the total cost of services rendered but, remain at the same Binding cost per cubic feet on the agreed to estimate.
  
  As stated on our estimate, and agreed to by the shipper we have highlighted to show-
  This is a Binding Estimate: "An agreement made in advance with your mover, which guarantees the total cost of the move based upon the quantities and services shown in the estimate. Please note, if the shipper (customer) decides to add any services after the agreed upon quote they will be charged accordingly.
  It is important that the shipper provide as much information as possible to the moving company".
  
  On the day of pickup our *********** Dispatch Mgr.contacted the shipper and offered to reduce the agreed to Binding rate on the estimate from $7:00 per cubic foot down to $5:00 per cubic foot for any overages found after the full packing was completed. However, the shipper declined that offer and requested the moving team to leave.
  
  We have also included emails dated June 30, between the shipper and our *********** Compliance Dept Mgr. where the shipper insisted that we reduce the entire cost to $5:00 per cubic foot. That was an unreasonable request since that would bring the cost lower than even the original estimate before the overages, and would not even cover the cost of labor, fuel, and materials.
  
  After much back and forward as evidenced by the emails that we have included, as a good faith effort, our *********** Compliance Dept Mgr. decided to refund the shipper 50% of their deposit, which the shipper confirms in their statement to the BBB. Please see the terms of our Cancelation Policy the shipper acknowledges reading and agreeing to prior to signing and is included with our response. Cancelation Policy "ONCE RESERVATIONS HAVE BEEN MADE WITH International Van Lines, DEPOSITS ARE REFUNDABLE IF IN WRITING UP TO 2 FULL BUSINESS DAYS (Mon-Fri 10am-6pm EST)BEFORE THE ORIGINAL SCHEDULED PICK UP DATE. DEPOSITS ARE NOT REFUNDABLE IF CANCELATION IS MADE LESS THAN 2 BUSINESS DAYS BEFORE THE SCHEDULED PICK UP DATE. TO FINALIZE THE REQUEST YOU NEED TO CONTACT YOUR REPRESENTATIVE".
  
  Evidently, the shipper was not happy with our good faith effort and instead decided on filing a complaint. In closing, the shipper has a misunderstanding of the BBBs role, there will be no further refunds forthcoming. Thank you  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23581692
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 07/11/2025

  My response to business is:

  When they have given me binding estimate including full packing, where does the question comes of using more packing material and packing material increasing the volume, and that also by 25% of the inventory. I reiterate, my inventory has not changed at all. How much packing material they use is, none of customer's responsibility when full packing is already included in the quote.

  IVL is doing malpractice of underquoting and arm twisting the customer on the day of the move. *** is harassing the customer, and it must be dealt with firmly with downgrading their rating to lowest on BBB.

  I am ready to any discussion anytime to show all the proof.

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

  

  Business Response

  Date: 07/11/2025

  This will be our 2nd and final response to this matter. Our stance remains the same, and as per the signed estimate we included with our response where we highlighted the terms and conditions where it states:
  
  This is a Binding Estimate: "An agreement made in advance with your mover, which guarantees the total cost of the move based upon the quantities and services shown in the estimate. Please note, if the shipper customer decides to add any services after the agreed upon quote they will be charged accordingly.
  It is important that the shipper provide as much information as possible to the moving company".
  
  It is obvious that the shipper needed more packing which would have included the cost of boxes, packing supplies, and labor which of course would increase the volume and ultimately the final cost of services,otherwise the shipper would not have been trying to forcefully and agressivelly attempt to coerce us to lower the cost from the agreed to $7.00 per cubic feet down to $5.00 per cubic feet as seen on the 3 or 4 page email communications between our *************************** Mgr. and the shipper which was included along with our initial response. Or are we supposed to believe that the shipper was just trying to get us to lower the cost for absolutely no reason, after the estimate was acknowledged as being read, agreed to, and signed.  Not very plausible, is it?
  
  However, we did attempt a good faith effort by lowering the cost per cubic feet for the overages only, but the shipper declined because they were insisting that we lower the cost to $5.00 per cubic feet for the entire shipment at which point, it woul have cost us money to provide this service. 
  
  Also, in good faith even though deposits are not refundable after we have arrived at the jobsite, as per the agreed to Cancellation Policy, we still made a good faith effort and refunded the shipper 50%of their deposit as well as 50% of the cost for special wood crating services which were completed. And this was done even after incurring expenses such as fuel, driving to the jobsite and still having to pay wages to the driver &the moving crew.
  
  We have been more than fair, but once more, our stance remains exactly as initially stated, there will be no further concession forthcoming, and again the shipper is not understanding the BBBs role as the complaint will not change our stance. Thank you. 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23581692
  
  I am rejecting this response because:

  IVL has written "It is obvious that the shipper needed more packing". Why I will ask more packing. In the first place, the full packing is already included and cost given by *** and accepted by me. *** had full responsibility of estimating how much packing is required. Where does the question comes of me asking for more packing??

  IVL is saying they offered lower rate of $5/CFT. Where is even the question of a negotiation. If *** did the move at committed (binding estimate price), Where was the question of a new negotiation and new price and all the distraction IVL is trying to create.

  IVL clearly wanted to arm twist me at the critical time and extract a large amount of extra money, which I refused.

  Clearly IVL follows a bad business practice of harassing customer at last moment and I am not ready to come under their pressure.

  Now I must ask for the compensation for the harassment they are subjecting me to.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/07/2025

  Type:Product 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.

  I contracted International Van Lines for a long-distance move scheduled for July 5, 2025. I received a binding estimate of $4,436 on May 19. On July 4 at 1:43 AM CST, I submitted my final inventory, and later that day, I received a revised quote of $5,111 at 4:31 PM EST.Although no changes occurred after that update, I was later told in person that the price had increased to $6,851, then reduced to $6,071, and was warned it could go as high as $7,000 upon unloading.While I was asking for clarification, their manager (*****) instructed the crew to leaveI did not cancel the move. No services were provided, yet the company is withholding my $1,772 deposit.This is unfair and deceptive. I am requesting a full refund and ask for BBBs support in resolving this matter.Sincerely,**** *****

  

  Business Response

  Date: 07/08/2025

  We are responding to this matter forwarded to us by the BBB.
  
  Along with our response we have included a copy of the original estimate and the final estimate based on the additional information provided to us by the shipper on the day before the move. We have highlighted to show that both estimates were acknowledged as being read and agreed upon prior to the shipper signing and issued a deposit of $1,772.00 to our company to reserve their move date.
  
  However, upon arrival for pickup at the shippers residence, the shipper had additional items that were not part of the estimate. The shipper had the option to only transport what was on the Article List they provided to us but instead asked our moving team to leave.
  
  In a follow-up email the Account Manager that was assigned to this move sent the shipper an email on July 7 @ 11:50 am, where she explains why the shipper is not entitled to a refund and thoroughly breaks down the pieces on both the original estimate, the final estimate, and the actual pieces found at the shippers residence and was desiring to transport. Along with this response, we have also included a copy of that email sent to the shipper.
  
  On the signed estimates that we have included, we have also highlighted showing,
  This is a Binding Estimate:"An agreement made in advance with your mover, which guarantees the total cost of the move based upon the quantities and services shown in the estimate. Please note, if the shipper (customer) decides to add any services after the agreed upon quote they will be charged accordingly.
  It is important that the shipper provide as much information as possible to the moving company" 
  
  And have also highlighted showing , Cancelation Policy "ONCE RESERVATIONS HAVE BEEN MADE WITH International Van Lines, DEPOSITS ARE REFUNDABLE IF IN WRITING UP TO 2 FULL BUSINESS DAYS (Mon-Fri 10am-6pm EST) BEFORE THE ORIGINAL SCHEDULED PICK UP DATE. DEPOSITS ARE NOT REFUNDABLE IF CANCELATION IS MADE LESS THAN 2 BUSINESS DAYS BEFORE THE SCHEDULED PICK UP DATE. TO FINALIZE THE REQUEST YOU NEED TO CONTACT YOUR REPRESENTATIVE"
  
  All this was already properly and politely explained to the shipper, but they threatened to file a complaint if we did not refund the reservation deposit. We advised the shipper to move forward since the deposit is not refundable in accordance with the agreed upon and signed estimates, and the Cancelation Policy the shipper acknowledges reading and agreeing to prior to signing.
  
  In closing, the shipper must have a misunderstanding of the BBBs role, again, no refund will be forthcoming. Thank you
  
  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23567238
  
  I am rejecting this response because:

  Thank you for the opportunity to respond to the statement submitted by International Van Lines (IVL). Their response contains several inaccurate and misleading claims that must be corrected:

  1. No ***********************************************start="498" data-end="501">I submitted my final inventory on July 4 at 1:43 AM CST, and received a revised quote of $5,111 at 4:31 PM EST. I made no changes after that point, and the items present at pickup matched the inventory. The claim that I had "additional items" is false.

  2. I Did Not Ask the Movers to ***********************start="818" data-end="821">While I was still asking for clarification regarding the pricing escalation, ***** from IVL instructed the crew to leave. I did not ask them to leave, nor did I cancel the move. This decision was made unilaterally by **** management.

  3. Price Increases Were Unacceptable and ****************************start="1123" data-end="1126">The original quote was $4,436, which rose to $5,111 (not accepted), then $6,851 on move day, then adjusted to $6,071, with a warning it could reach $7,000. These increases were never approved by me and were not justified by any change in inventory.

  4. No ****************************************start="1431" data-end="1434">Nothing was packed, loaded, or transported. The movers left before work began. There is no justification for retaining the $1,772 deposit when no service was provided.

  This experience did not align with what was agreed upon, and IVLs current position misrepresents the facts. I respectfully request that this complaint remain public and that my rebuttal is formally acknowledged.

  Sincerely,
  **** *****
  **************
  ***************************************************************************************************

  Customer Answer

  Date: 07/08/2025

  To Whom It May Concern,
  Im writing to provide a clarification regarding my ongoing complaint against International Van Lines (IVL) and to inform you that I am in possession of an audio recording from the day of the scheduled move that contradicts key statements made by the company in their response.
  Specifically, the recording confirms:
  **** stated that the only additional charge was for 160 cubic feet, even though my inventory had not changed from the final version I submitted on July 4, which was the basis for the $5,111 quote.
  ****, IVLs manager, instructed the crew to leave during the call I did not cancel or ask them to leave.
  When **** said something like, You have more stuff, I responded yes but this was in reference to the increase from the original $4,436 quote to the $5,111 final inventory quote, not to any additional items beyond that. This important context is clear in the recording.
  The recording may be slightly incomplete, but it has not been cropped or edited, and it accurately reflects what occurred.
  Since Im currently unable to upload the file through the BBB system, could you please advise if there is an alternate method to submit the recording as part of my case?
  Thank you for your time and consideration.
  Sincerely,
  **** *****
  **************
  *****************************
  
  

  

  Business Response

  Date: 07/08/2025

  This will be our 2nd and final response to this matter. Evidently, the shipper misunderstands the BBBs role as they are unable to compel companies to issue monies to a shipper especially when the shipper is making unfounded statements.
  Over the many years in business, the BBB has witnessed our good faith efforts to assist our customers and even above and beyond, at times when unwarranted.However, this is not the case in this matter. The purpose of our Cancelation Policy is to ensure we do not exhaust expenses that can be easily avoided when we are informed of an intent to cancel services at least 2 business days prior to the scheduled move date. Otherwise, we incur avoidable expenses such as having to assemble a moving team, dedicating a truck and driver, that cannot be used for anything else on the scheduled move date, fuel expenses driving out to the jobsite, and still being obligated to pay wages to the team whether or not the shipper moves forward.
  So,we close with this response to the shippers statements.
  SHIPPER STATES: No Additional Items Were Present
  I submitted my final inventory on July 4 at 1:43 AM CST, and received a revised quote of $5,111 at 4:31 PM EST. I made no changes after that point, and the items present at pickup matched the inventory. The claim that I had "additional items" is false.
  COMP. RESPONSE: ; Our ******* was on site, and witnessed there would need to be additional packing, thus this would increase the move. The total was 160cf. @ $9.00 per cubic foot as per the agreed to estimate, which our Head Dispatch Mgr. offered to reduce to $6.00 per cf
  SHIPPER STATES: I Did Not Ask the Movers to Leave
  While I was still asking for clarification regarding the pricing escalation, ***** from IVL instructed the crew to leave. I did not ask them to leave, nor did I cancel the move. This decision was made unilaterally by **** management.
  COMP RESPOSNE: Shipper specifically told **** he is not willing to pay anything additional, **** explained we will not be able to do the move for the original cost, and the shipper stated he will not pay or sign and **** advised the team to leave. Customer clearly understood and knew this.
  SHIPPER SATES: Price Increases Were Unacceptable and Unapproved
  The original quote was $4,436, which rose to $5,111 (not accepted), then $6,851 on move day, then adjusted to $6,071,with a warning it could reach $7,000. These increases were never approved by me and were not justified by any change in inventory.
  COMP. RESPONSE: To be clear, the shipper advised the assigned Account Mgr, during business hours on July 3rd (2 days before that he needed more time to make changes to his inventory. He then  sent an email from ********* at 1:48 am July 4th, (which was 2:43 am in *******), with the additions where he provided a list of additions in the middle of the night, ***** proceeded to make those changes on a Federal holiday (July 4th) during normal hours, and waited 30 minutes to hear back from him. She sent this final information to **** and the assigned driver. Accepted or not, we worked outside of normal business hours to accommodate the shippers needs prior to the move. 
  SHIPPER STATES: No Services Were Rendered
  Nothing was packed, loaded, or transported. The movers left before work began.There is no justification for retaining the $1,772 deposit when no service was provided.
  COMP RESPONSE: As we stated as the inception of our response, The purpose of our Cancelation Policy is to ensure we do not exhaust expenses that can be avoided when we are informed of an intent to cancel services at least 2 business days prior to the scheduled move date as is clearly stated on the Cancelation Policy highlighted on the signed estimate that was included in our initial response. Otherwise, we incur avoidable expenses such as having to assemble a moving team, dedicating a truck and driver, that cannot be used for anything else on the scheduled move date,fuel expenses driving out to the jobsite, and still being obligated to pay wages to the team whether or not the shipper moves forward. The team arrived on time, and ready with materials and truck. This is not a financial benefit to ***, this non refundable deposit outside of the cancellation period. 
  SHIPPER STATES: This experience did not align with what was agreed upon, and **** current position misrepresents the facts. I respectfully request that this complaint remain public and that my rebuttal is formally acknowledged.
  COMP. RESPONSE: Contrary to what the shipper states, everything lined up exactly with what was agreed upon. The estimate clearly states; This is a Binding Estimate: "An agreement made in advance with your mover, which guarantees the total cost of the move based upon the quantities and services shown in the estimate. Please note, if the shipper (customer) decides to add any services after the agreed upon quote they will be charged accordingly. It is important that the shipper provide as much information as possible to the moving company" 
  
  And our Cancelation Policy "ONCE RESERVATIONS HAVE BEEN MADE WITH International Van Lines, DEPOSITS ARE REFUNDABLE IF IN WRITING UP TO 2 FULL BUSINESS DAYS (Mon-Fri 10am-6pm EST) BEFORE THE ORIGINAL SCHEDULED PICK UP DATE. DEPOSITS ARE NOT REFUNDABLE IF CANCELATION IS MADE LESS THAN 2 BUSINESS DAYS BEFORE THE SCHEDULED PICK UP DATE. TO FINALIZE THE REQUEST YOU NEED TO CONTACT YOUR REPRESENTATIVE" Both terms and conditions which were acknowledged reading and agreed to by the shipper prior to signing as highlighted on the signed estimate included in our initial response.
  
  
  Again,the shipper is under the impression the BBB will force IVL to financially satisfy his complaint but that will not be the case in this matter. Thank you 

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23567238
  

  Thank you for forwarding International Van Lines' final response. While theyve stated their position is final, I must submit the following clarifications, as their response continues to misrepresent key facts:
  
  1. No Additional Items Were Present
  My final inventory was submitted on July 4 at 1:43 AM CST. There were no changes after that point. The inventory at pickup matched the list provided. *** continues to claim otherwise, yet they have not identified a single item that was allegedly added after the final quote.
  
  2. **** Quoted an Unexplained 160 CF Overcharge
  In a recorded call on move day, **** states that the only overage is for 160 cubic feet, but offers no explanation for what justifies that increase. There were no added items or changes beyond the final quote of $5,111.
  
  3. Price Jumped to $6,851, Then Reduced to $6,071 Still Unjustified
  On move day, I was told the total had increased to $6,851, then reduced to $6,071 after I questioned it. I was in the process of asking for clarification when **** instructed the movers to leave. I did not cancel the move. I never approved or agreed to the $6,071 figure and received no clear justification for the increase.
  
  4. $5,111 Quote Was Never Approved
  While IVL refers to their courtesy in sending the $5,111 quote, I never signed or formally approved it. I had requested clarification and had not agreed to the new total when the price continued to increase beyond that amount.
  
  5. No Services Were Rendered
  Nothing was packed, loaded, or moved. The movers left without performing any part of the service. *** is withholding my $1,772 deposit, despite having done no work and providing no service.
  
  6. Audio Recording Confirms My Account
  I have a recording from move day that confirms:
  **** stated the only overage was 160 cubic feet, with no new items mentioned.
  **** instructed the crew to leave I did not.
  When **** said, You have more stuff, I responded yes, referencing the difference between the original $4,436 quote and the revised $5,111 quote, not anything beyond what had already been submitted.
  The recording is unedited and clearly contradicts the version of events IVL has presented.
  
  In Conclusion:
  This was not a routine cancellation. The service terms changed without agreement, pricing escalated without justification, and I was left without movers. I believe the company acted unfairly and misrepresented key details after the fact.
  I understand the BBB does not enforce refunds, but I respectfully request that my full rebuttal and the companys response remain public for transparency.
  Sincerely,
  **** *****
  **************
  *****************************
  

  
  

• Initial Complaint

  Date:06/29/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 hired International Van Lines (USDOT *******) to move my belongings from *********, **, to **************, **. Pickup was on 6/16/2025 and delivery was on 6/25/2025. During the move, my toaster oven was broken the heating element no longer works, and a control button is jammed. The toaster oven was working perfectly before the move. I emailed my assigned point of contact ********************************** twice and left three voicemails but received no response. I am seeking reimbursement for the damaged item, which cost $200, and an apology for the lack of communication. I paid the company a total of $5,498.72 for this move after being informed of an additional $763 charge I was not quoted for on the day of the delivery. Thats besides the point though, I expect them to cover the cost of replacing my toaster oven.

  

  Business Response

  Date: 06/30/2025

  Matter has been resolved. Thank you 

  Customer Answer

  Date: 07/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business reached out to me privately and we were able to resolve the issue to my satisfaction. Thank you.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 June 22, 2024, International Van Lines moved our belongings from our home in *******, ************** to their holding facility; they would ultimately deliver the items to our home in *******, ******** on August 10, 2024. In addition to the payment for moving all inventoried items ($12,174.60), they also were paid extra ($306.00) for packing four (4) televisions, a mirror and a large, framed picture. They also wrapped larger items such as furniture as part of the cost.Four items were found to be damaged: a 65-inch flat screen, smart tv; ************* powered lawn mower; bedroom room dresser; and hallway cabinet. The tv had a large crack on the screen and the frame is bent; it does not work. The lawn mower bracket was bent and pieces missing making it unusable. There is a huge water stain on the bedroom dresser. The door was essentially torn off the hallway dresser.We requested $1800 for the damaged goods. The company offered $133. I rejected the offer claiming it was not reasonable based on the amount and extent of the damage. The company countered and offered $200, which i believe is still unreasonable. We have not communicated since the offer was made on February 26, 2025.Additionally, subsequent to filing the claim we discovered there is a box missing.

  

  Business Response

  Date: 06/17/2025

  We are responding to this matter forwarded to us by the BBB.First we want to start off by saying we are sincerely sorry that some of the shippers items incurred some damage in-transit.
  
  Moving on, as we do with each client of ours, at inception and prior to the move, this shipper was offered 3rd party full-value replacement insurance which is above and beyond what is required by the transportation regulating authorities, that being ***** / DOT, but the shipper declined that coverage possibly due to the 3rd party insurers required Premium.
  As is indeed required by the ***** / DOT, on the day of the move, the shipper was also offered FVP (Full Value Protection)which requires a premium cost, as well as Lower Level  protection liability (at no cost to the shipper). These are required to be offered to all shippers on the day of the move on the UNIFORM HOUSEHOLD GOODS BILL OF LADING.
  
  Along with this response, we have included a copy of the signed UNIFORM HOUSEHOLD GOODS BILL OF LADING, where we have highlighted to show that the shipper declined Option 1 FVP (which also requires a Premium) and instead chose Option 2 at no cost that covers damage in-transit @ only $0.60 per pound per article.
  When the shipper submitted their claim to the 3rd party claims department, they submitted items with a weight totaling 200 pounds. At the level of coverage chosen by the shipper as shown on the signed **** of Lading, this comes to $120. So, when the shipper states that we offered $133 that was already above what was warranted in accordance with their choice of coverage.
  
  However, as the BBB has witnessed for many years, in matters like this our company always makes a good faith effort by going above and beyond the warranted amount due, in an effort to come to an amicable resolution. As the shipper states, we also offered $200 which was close to double the warranted amount, but they declined that as well and decided to file a complaint.
  
  The shipper must have a misunderstanding of the BBBs role as they do get involved in these matters, nor do they try to compel companies to pay out unwarranted amounts to complainants.
  
  In closing, and in one last attempt to bring this matter to a close, we will contact our *************************** Mgr. to see if they can do anything further and have her contact the shipper directly, Thank you 
  

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/03/2025

  Type:Order Issues
  Status:

  ResolvedMore 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 had my furniture in storage with International Van Lines from September 2024 to April 2025. I paid the last monthly invoice C4681009 of $324 in full on April 16, 2025 via Zelle for the period of April 17, 2025 through May 16, 2025. But a day or two later, I decided to take delivery of my furniture. I called and asked them to deliver the furniture to my home. Per their email correspondence to me, my furniture left their warehouse on April 21, 2025. It arrived at my home on April 24, 2025. At that time, I paid via ***** the delivery charge of $1682.50. My complaint is that I paid $324 for a full 30 days of storage (April 17 - May 16) but used only 5 days of storage (April 17 - April 21). On April 26, I emailed them asking them to please refund the pro-rated amount. On April 28, I received a response saying "This is to confirm we received your email and will process your request within 24 hours." On April 29, I received another email that said "Can you please provide your Zelle information so that we can process your refund? Another option is we can send you a check - please provide an address." I provided both my ***** info and my mailing address. I never heard anything back, and I never got any refund or check. I sent 4 follow up emails on the same email thread throughout the month of May and never got a response. It appears they are ignoring me and are going to keep my $324. They require all payments be made via ******. No credit cards, no checks are allowed. So you have little recourse if they owe you a refund and choose not to pay it. I would like the BBB to share this info with them and request they mail the pro-rated refund to me ASAP. Per my calculations, the refund should be $270. I always paid on time and was a good customer. I deserve to be treated fairly in return.

  

  Business Response

  Date: 06/04/2025

  We are responding to this matter forwarded to us by the BBB.Checking with our home office **************** no such conversation ever took place. However, the shipper may have had this conversation with the delivery agent who kept shippers items in storage.
  
  Either way we will check in with them and get this resolved by the end of this week. Sorry for the inconvenience this may have caused.Thank you.
  

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They sent me the refund via Zelle today. Thank you for your assistance. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/20/2025

  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.

  2 antique rocking chairs badly damaged by moving company. May not be repairable

  

  Business Response

  Date: 05/20/2025

  We are responding to this matter forwarded to us by the BBB today 5/20 @ 5:59 PM.
  
  This shipment was delivered in April, and first we ever heard from the shipper of any damage in-transit was on 5/19, and less then 24 hours later, today @  2:45pm eastern standard time the shipper received instructions on how to file a claim via email from ***** in **************** (prior to receiving this complaint), our claims **** sent the shipper claim instructions.
  
  Very simply, all the shipper needs to do is complete clam form and file their claim and it will be addressed at the level of valuation opted for by the shipper.
  
  Thank you.
  
  

• Initial Complaint

  Date:05/15/2025

  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.

  International Van Lines was hired to move my household items from ********* ** to ********** **. At the time of pick-up, I was told i only needed to give the company one weeks notice on when to deliver my household goods. The initial delivery date was 2 April but we knew that would've changed. As soon as I figured out my delivery date, I contacted them on Mar 28, 2025 to schedule for Apr 17, 2025. When my items did not arrive, i contacted them and was told it could take up to 21 days after my requested date. They delivered my items on the very last available date before the deadline expired, with multiple broken items. Throughout the entire process, it is impossible to contact customer service, unless i call from a new number, and going through the call as a new client. Very unorganized and they are very rude through email and over the phone. Once they started recognizing my number they would send me straight to voicemail or hang up. It is a very frustrating situation in the middle of a move when there is no information as to where your items are because they kept saying, we don't know when these items will be packed or delivered. The delivery personnel told us they had two more deliveries that would expire the following day. Why would they wait until the last minute and not explain the process from the beginning. A discount refund would be nice to replace broken items and as a reimbursement for having to buy items while we waited for our stuff.

  

  Business Response

  Date: 05/16/2025

  We are responding to this matter forwarded to us by the BBB regarding interstate moving / transportation services.
  
  Along with this response we have included a copy of our Binding Moving Estimate where we have highlighted to show that the shipper acknowledges reading and agreeing to the terms and conditions of estimate,prior to signing on 02/27/2025 @ 02:07:32 PM. We also included and highlighted on the signed estimate items pertinent to this matter.
  
  This shipment was delivered well within the 21 business days outlined on the agreed to estimate.
  
  Also included is a copy of the Interstate Bill of Lading which shows the shipper signed for their delivery on May 6. 2025 which was 9 days prior to the shippers 21 business days after their chosen First Available Delivery Date (FADD).  In other words we would have been late had we completed delivery on after May 15th. Not sure why the shipper is stating, They delivered my items on the very last available date before the deadline expired..
  
  Lastly, we have also included a copy of a May 15 email sent to the shipper, by our *************************** Mgr.  @ *****am explaining the same, along with claim instructions as well ,,,,Thank you.
  
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23331791
  
  I am rejecting this response because:

  The company has already reached out to me by email with a long list of excuses and explanations. All I know is I do not want to work with them again and alread shared my experience with two neighbors who asked me about it. 
  
  Sincerely,
  
  ***** Cardenas *******

• Initial Complaint

  Date:04/26/2025

  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.

  I was moving cross-country, and settled on IVL. I provided them with a list of what we had.The day of the move, they increased the cost by 50% based on what they saw, and didn't give me a chance to refute it. I didn't really have much of a choice at the time, so I just went ahead with it.When I got the final copies of the materials, I saw that they had double counted many items. Others were not actually packed and were left behind. Others still, including a $900 appliance, arrived broken.When I contacted them about these claims, they said they'd have to review them before a certain window, but didn't get back to me until that window had closed.

  

  Business Response

  Date: 04/28/2025

  We are responding to this matter forwarded to us by the BBB. For starters, this all has already been addressed directly with the shipper as far back as Sept 5, 2024 @ 5:01 PM. The shipper never responded to the account review that was sent to the shipper in the referenced Sept. 24 email but sent an email to the assigned Account Manager today (April 28, 2025)over 7 months later, threatening to file a BBB complaint.
  
  Evidently, the shipper is misunderstanding the role of the BBB and wrongly assumed that by filing a complaint that he would receive unjustified funds, but that is not the case.
  Along   with this response we have included a copy of our Binding Moving Estimate where we have highlighted to show that the shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 7/16/2024 @ 01:32:03 AM. We have also highlighted to show that the shipper provided an inventory list of the items / pieces that the shipper desired to transport, that being 91 pieces for an Estimated Volume of 758 cubic feet. (Please see where we have highlighted Article List).
  Also highlighted is-This is a Binding Estimate:"An agreement made in advance with your mover, which guarantees the total cost of the move based upon the quantities and services shown in the estimate. Please note, if the shipper (customer) decides to add any services after the agreed upon quote they will be charged accordingly. It is important that the shipper provide as much information as possible to the moving company" 
  
  Shortly thereafter, the shipper decided to revise their inventory list by adding additional items which increased the pieces to 159 pieces and consequently the Estimated Volume to 1030 cubic feet.
  
  On the pickup date (8/5/2025) chosen by the shipper, the team ******* discovered that the shipper had additional pieces that amounted to an additional volume totaling 170 cubic feet.
  
  We have also included along with this response the aforementioned Sept. 5, 2024 email that was sent to the shipper by our assigned Account Mgr. in response to the shippers question regarding the overages,(which again the shipper never responded to). 
  
  The email was quite explanatory; in that it showed the estimate the shipper agreed to (after making their revisions to their Article List consisting of 159 pieces / 1030 estimated volume) vs what was physically picked up from the shippers residence. It breaks it down by additional boxes and additional other items the shipper failed to disclose to us prior to pick up.
  
  The shipper was justifiably charged as per the binding rate of $9.00 per cubic foot they agreed to as shown on the signed Binding Moving Estimate.
  
  In closing, not sure why the shipper is embellishing that their cost went up by 50% when in fact the overages were only 170 cubic feet over the revised 1030 cubic feet the shipper provided to us during the quoting stage which is only 16.5 % in overages, not 50%.
  
  Lastly. In checking with the claims ***** there is no record of the shipper ever initiating a claim and being denied because it was that window was closed as the shipper alleges in their complaint. Actuality,a shipper has up to 9 months to file a claim in accordance with *** standards,therefore the shipper still has time to do so. Thank you.   
  
  

• Initial Complaint

  Date:01/17/2025

  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.

  I hired the moving company to come move me on a certain day they showed up, but then they changed the price on me which I-told them that was fine, but I just needed something in writing. They told me they could not give it to me in writing . because they didnt have the capabilities to do that which I felt like they could have written it up and sent me an email. I told them I needed something in writing. He told me that he would reach back out to me on that Monday . And give me a written contract. I spoke to several managers that were really wasnt concerned about the issue cause they was too busy going on their trip, and they also told me they could not give me anything in writing. They did not have the ability to do that . so I said I-needed something in writing and they told me that they would reach out to me on that Monday . and I have not heard from them from that day this day And they kept my deposit . I hired another moving company . and they quote did change . but they did give me new paperwork right there at my Home.

  

  Business Response

  Date: 01/17/2025

  We are responding to this matter forwarded to us by the BBB. We will not spend too much time responding to this as the shipper decided not to move forward with our company because they had more than double the quoted amount and didnt want to pay for the additional services, and the overages were only discovered on 11/30/24, the agreed to Move Date (day of scheduled pickup). We have included a copy of the agreed estimate, where we have highlighted portions pertinent to this matter.
  
  We have highlighted on the estimate where it clearly states; This is a Binding Estimate: "An agreement made in advance with your mover, which guarantees the total cost of the move based upon the quantities and services shown in the estimate. Please note, if the shipper (customer) decides to add any services after the agreed upon quote they will be charged accordingly. It is important that the shipper provide as much information as possible to the moving company" 
  
  We have highlighted to show that the estimate shows an Estimated Volume of 543 Cubic Feet based on the Article List (their inventory) provided to us by the shipper during the quoting stage. The shipper issued a deposit to our company to reserve a Move Date (date of pickup at origin) that being 11/30/2024.
  
  When the moving team arrived to do the pickup at origin on the shippers chosen date (11/30) they discovered that the shipper had many more items that they conveniently left undisclosed to us during the quoting stage coming to an additional 557 cubic feet in overages, more then double the volume of the agreed upon estimate. Later on the same day (11/30) our ************************** Mgr. sent the shipper an email showing the overages. Later we discovered that the shipper decided to go with another company and had blocked their email from receiving any communications from us.
  
  Shipper is only filing a spurious complaint because they are upset that they will not be receiving a refund of their deposit as per the agreed to estimate which states cancelations of services must be in writing 2 full business days prior before the originally scheduled pickup date, which we have also highlighted on the included estimate. The shipper must have had a misconception of the BBBs role in thinking a complaint would reverse the outcome of the agreed to Cancellation Policy. Thank you
  
  

• Initial Complaint

  Date:12/12/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 December 1, I hired ******************************* to move me from ******* to **. 12 days later, I have yet to receive my items with no anticipated deliver date. During that time, several family members have past and was able to fly home twice and still no furniture, clothes, anything. My ask, resolution, or desire to simply have my items delivered. I have traveled home each Friday and still no delivery, bed, *********** ask is simple delivery. My job number is C14695707

  

  Business Response

  Date: 12/12/2024

  We are responding to this matter forwarded to us by the BBB.The signed moving estimate that the shipper acknowledges reading and agreeing to its terms & conditions prior signing, clearly states beneath Estimated Delivery Frames that delivery can take anywhere from 2 to 21 business days after the shippers chosen First Available Delivery Date (FADD).
  The shipper was picked up on Dec 2nd and chose the same day FADD (Dec 2). We are sorry for the multiple deaths of family members as stated by the shipper, but the shipper has been in contact with our **************************** Mgr. as well as ******* the assigned Account Mgr.and was advised that the shipment has been loaded and in-transit to final destination and will arrive well within the agreed to 21 business days after the ****, as per the signed and agreed to estimate.
  
  Since the shipper was already advised about this, not sure if the shipper wrongly understands the role of the BBB, and  erroneously perceives that filing a BBB complaint will make it go any quicker. The driver will make contact with the shipper once they arrive in the area. Thank you.
  

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22677302
  
  I am rejecting this response because:

  The compliance *** *** customer service *** has been quite professional.  Nonethless, informed my worldly possessions are on its way.  Last Friday, told my items were on a truck and on its way.  This Friday, told on its way.  Last Monday, stated verbally it will arrive last Wednesday. 

  I am disappointed,  have no confidence, and do not trust the items are on its way. 

  I was able to travel to ******* twice without a solid date for my items. 

  My call of action is simple.... please bring my furniture.

  I reached out to Better Business Bureau because all I hear is its on a truck and on its way.  Yes,  my stress level is a ten plus and have spoken to the staff with respect and grace.  I abhor ******* and do not believe in entitlement or special treatment.   

  Just bring my bed, clothes, et al and this issue will be done.

  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 12/16/2024

  There really isn't much more we can add to our previous response, except that the shipper spoke to both our *********** dispatch team today as well as the driver which we said in our previous response, would happen once the driver is in the area.
  The shipper has been informed that delivery is scheduled for tomorrow, Tuesday December 17, which again is way ahead of the agreed to the 21 business days from the shipper's chosen First Available Delivery Date, that is described on the moving estimate that the shipper acknowledged reading and agreeing to prior to signing.  Thank you....
  
  

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********