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:05/19/2023

  Type:Delivery 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.

  First of all, I was lied to, they said they were a moving company but turns out they were simply brokers. They used two subcontractors for my moving service from *** to *********, **********.Secondly their delivery took longer than initially anticipated and when asked about the status of my move I barely received any responses via email.Lastly and more importantly when my items arrived I was missing boxes #3, #**, #**, #**, which included sofa cushions, Dyson vacuum and charger, swifter and my sons toys. They were missing on the operator list and our inventory count upon receipt.Its been three weeks since I notified them about my missing items and have followed up many times via email to no avail.My job # is C**35865, I would like them to either send me my missing items or if they cant find them at least provide me a reimbursement of around $2,000 for these missing items.

  

  Business Response

  Date: 05/19/2023

  We are responding to this matter forwarded to ** by the BBB.Along with this response we have included a copy of the Binding Moving Estimate the shipper acknowledges reading and agreeing to prior to signing ON 3/09/2023. On there we have highlighted the portions of the agreed to estimate that are pertinent to this matter. Highlighted you will see that IVL is an FMCSA- authorized household goods motor Carrier as well as an FMCSA-authorized household goods Broker. The same paragraph goes on to explain that in the event of a scheduling issue IVL will arrange for transportation of your household goods by another FMCSA-authorized household goods motor carrier within our network.
  We have also highlighted directly beneath ESTIMATED DELIVERY FRAMES, where in explicit detail explains that a delivery can take up to 21 business days after the shippers chosen FADD (First Available Delivery Date) on the Delivery Form where the shipper chose 4/20 as their first available date when they can accept delivery, again also explains that it can take up to 21 business days from their chosen date. Therefore, this shipment was delivered well withing that timeframe.
  We are sorry to hear that there were a few boxes missing and when we contacted the carrier, they began a Track & Trace and thereafter informed us that they were unable to locate the missing boxes and therefore our *************** Mgr. sent the shipper claim instructions. Once the shipper completes the claim form, the ************ will address at the level of valuation opted for by the shipper on the Interstate Household Goods Bill of Lading.

  Thank you

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20078381
  
  I am rejecting this response because:  I just received an email from International Van Lines to file a claim via a third party and I have to wait an additional 7 business days for them to begin the process.  I waited long enough and I would like for this to get expedited.

  Ive attached the claim I registered via their third party because I am willing to get this resolve as soon as possible.

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

  

  Business Response

  Date: 05/22/2023

  This is our 2nd response to this matter, we are sorry the shipper feels he was made to wait to long prior to sending the claim instructions, but we always want to be thorough in track & tracing items that have gone missing in-transit in hopes we can locate the items.
  
  The 3rd party the shipper is referring is the claim processor that every claim goes through. We are glad to hear the shipper has submitted their claim to the claim processor. Thank you.
  

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20078381
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/07/2023

  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.

  International Van Lines/coach moving *** - Ref: M4359864 1/5/23 delivery Estimate of $11,987.02 from International Van Lines (IVL) sold to Coach Moving ***.Upon pick up we were overcharged $4576. We were told that we had more items than what we said. Our inventory was exactly what was reviewed with IVL. Coach ***, placed Loose items in boxes at the initial move. When I say they were placed in boxes, one small laundry basket was placed in a huge box w/nothing else in it. We had very few furniture pieces so it appears they are trying to make money off the box cubic space which is how we were told the overcharge was calculated. After all our items were picked up and placed in storage I contacted *** and asked about this overcharge. When I contested with IVL, *** said CoachUSA is correct. Our items were in storage at that point so we were afraid to pursue this and not get our items. The mover finally showed 1/5/23 after rescheduling. When he finally showed he was by himself in 18 ******* truck. The mover had contracted other people to help unload the truck but nobody showed. My husband, daughter and I had to help unload and move. Approx. 2 hours after arrival someone from the drivers ****** list post showed unable to move a lot of the big items. Paying over $16k for ** to move is completely unacceptable and unethical . Both my husband and I HURT our backs during moving stuff off the truck missing work. We paid for a moving service and did not get this and DAMAGE to new home during move. We expect a FULL refund and to get this resolved immediately.

  

  Business Response

  Date: 05/10/2023

  We are responding to this matter forwarded to ** by the BBB.Our *************** Mgr. attempted to contact ******* to get details mentioned in the complaint, (as the shipper states IVL was not the carrier on this move).But the shipper was not interested in speaking with our *************** Mgr.and hung up on her. We have asked the carrier (Coach ***) to contact the shipper.  Thank you
  

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20028846
  
  I am rejecting this response because: The response does not make sense nor address my complaint. I am not sure who the shipper is as mentioned in ***s response or who hung up on them. This is not my concern as I contracted directly with *** to manage my move based on the terms and conditions for my home and my vehicles. I paid a premium for the service for one stop shop. When I contracted with ***, I was told *** is accountable the primary even if they subcontract the work out which was my initial concern before choosing *** as our moving company. again, I was assured they will manage everything. 
  

  My initial Complaint of the overcharge was with ***  submitted on October 6, 2022 regarding the $4000+ overcharge from Coach. I may have misread the *** response but it appears *** is  stating they have no accountability because they subcontracted this to someone else?

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

  Customer Answer

  Date: 05/16/2023

  Hi , 
  
  I received this message to respond to the complaint with the following points, but nothing was listed in this email to respond to. Please let me know what further information you need to proceed with this claim. 
  
  I want to add to the complaint that I received a phone call from a person name ******* on May 15, 2023, who identified herself as International Van Lines. I asked her for her last name or employee ID and she stated she does not give that to anyone, which gave me a red flag. She was on speaker phone so others around heard her state she is from International Van Lines. She was trying to insist that I needed to complete the damage claim for our items and said I had to do that before this claim was addressed. I explain to her that these are two separate claims one for the overage charges and the fact we had to move our own stuff and were hurt in the process and the standard process through Coach to file for damaged items. She continued to tell me I needed to place a claim for broken items before anything can be done which is not correct. The contract states theres up to a year she told me there was 90 days and they often make exceptions. 
  After I hung up the phone call I looked into it further and saw that she was from Coach *** and misrepresented herself. This is fraud and representative of their business dealings. She also stated this issue is being reviewed by all levels of IVLs management and she is relaying the facts. Not acceptable and no employee should ever misrepresent themselves for the company that they work for.
  Best ,
  ************;
  

  

  Business Response

  Date: 05/16/2023

  This will be our 2nd and final response to this matter. In our initial response, we stated, Our *************** Mgr. attempted to contact the shipper to get details mentioned in the complaint, (as the shipper states IVL was not the carrier on this move). But the shipper was not interested in speaking with our *************** Mgr. and hung up on her. We have asked the carrier (Coach ***) to contact the shipper.  So, when ******* from the agent (Coach ***) called the shipper and rightfully identified herself as calling from IVL (since they were the carrier representing IVL at the time), the shipper then contacted our *************** Mgr., (whom ******* had previously hung up the phone on) and was concerned that ******* from Coach *** was misrepresenting herself by identifying as an IVL employee. Therefore, Our *************** Mgr. then sent an email (today May 16) to the shipper to explain the process and we have included a copy of that email along with this response. Bottomline is *** has alerted the carrier of the shippers complaint and claim (which is why ******* attempted to contact the shipper). Therefore, the shipper needs to respond to the carrier (Coach ***) to complete and submit their claim form to the carrier (Coach ***). Thank you.
  
  
  

  Customer Answer

  Date: 05/16/2023

  Dear IVL,

  I reject your response as the issue has not been addressed. Thank you for the update regarding ******** status of employment. She is in fact an employee of *** Coach working as your agent.This was not identified when asked and confusing. Further, I cannot be classified as the shipper as I never received a phone call and why would I hang up on someone that I am looking to get this issue resolved with. I am sure phone records can validate this and perhaps you called the wrong number? This  explains my confusion with your last message. When ******* called, I picked up the phone and had a lengthy conversation explaining what happened. 
  Now that is cleared up you seem to be misunderstanding the claim as presented to BBB
  There are two parts. I am not requesting *** s assistance at this time  with the damaged goods claim so please dont deter.   Again, the  issues that need to be addressed have nothing to do with damaged items when unpacking . It is unclear why you insist on bundling these together.  I will complete the claim process for the damaged goods when we are done unpacking as your process states there is only one opportunity to do so.

  
  The complaint with BBB includes:
  We paid for a moving service to load and unload items for our move  which we didnt get. Additionally, caused injury to ourselves and damage to our home while having to participate in moving the items due to no help showing up. 
  We were charged and overage which is not correct by $4500.00or warranted. 
  Please address these 2 items. If you are not the correct person to help or take action to remedy, I would appreciate escalation to senior management. 

  I kindly await your response.
  Best,
  ************;

  

  Business Response

  Date: 05/17/2023

  We are sorry the shipper feels this way, we have nothing further to add. Just as a side note, ******* would have not ever been aware of the complaint, since the complaint was forwarded to ** by the BBB, not to Coach. She was only made aware once the shipper hung up the phone on our **************** Mgr. and than she immediatley contacted Coach and spoke to ******* so that they can attempt to contact the shipper. Thank you 

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 20028846
  
  I am rejecting this response because:

  This issue is not resolved in. *** continues to Ignore the facts of the complaint as stated. They continues to divert their responses and focus on a supposed call that never happened , which may be validated by phone records.
  
  
  This complaint is with a IVLs and Coach as they are the ones who sold ** the contract and told ** they would manage the move and to end, regardless of who they sold their contract to to.  That did not happen now theyre trying to avoid responding by diverting to the representative issues I had when I was called by ******* rather than addressing the specific issues. I am sure you understand my confusion with ******** representation as she identified herself as Coach *** in a voicemail left on may 11, 2023 but when she called me on may 15 she stated she worked for IVL.  This was clarified and now its time to address the issues in the complaint.
  
  
  To avoid further confusion , the points that need to be addressed are highlighted are listed below.
  
  
  These points were discussed in great detail with ******* over the phone on May 15, 2023. The phone conversation between ******* and I lasted for 29 minutes. The result was that she assured me senior Management at IVL is reviewing  our complaint and we would hear back with the resolution. This has not happened. We also discussed and agreed to  the fact that the issues presented to BBB are independent of what we found when we unpack the boxes for broken items. I assured ******* that we will follow your standard claims process as required.
  
  
  Issues to be addressed:
  
  
  Overcharge 
  Did not perform moving services contracted
  Damage to home
  Personal injury as a result of having to move our own items.
  
  
  I look forward to your response and resolution on these items.
  Best,
  ************;

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

• Initial Complaint

  Date:04/24/2023

  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.

  IVL has not responded to my delivery inquiries for job C4434973. Furniture and household items picked up on 3/24/23 from 2 ********* ************ ** to be delivered to ***************************************************. Earliest requested delivery date was 3/29/23. I paid an initial depositi of ******* on 3/6, additional item deposit of ****** on 3/9 and a pickup installment of ******* on 3/24. I sent email inquires to assigned delivery agent ********************************** on 3/29, 4/5, 4/12 and 4/20. I also left Carlina voice messages on 3/31, 4/5, 4/12 and 4/20 calling her direct line: ************. She has never responded. I also contacted IVL customer service at ************ on 4/21 and submitted their online status form request No response.

  

  Business Response

  Date: 04/24/2023

  We are responding to this matter regarding interstate moving / transportation services that was forwarded to us by the BBB today,4/24. We are sorry for the inconvenience and delayed response from ******* on our ************* team. ******* was waiting to hear back from the carrier on the road and was able to speak to both the carrier and then the shipper to advise the shipper that delivery is scheduled for an estimated delivery of 4/25. The shipper was very pleasant and happy to hear the good news. Thank you
  

  Customer Answer

  Date: 04/26/2023

   
  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:03/22/2023

  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.

  I had a binding estimate for my move from ********** to ************** indicating my total charge for the move would be $6,102.50, but was overcharged fees in excess of $2,000.00 (total fees charged and paid: $8,750.00). On the day of my pickup (November 30, 2022), the movers showed up with shrink wrap and blankets for my furniture (all furniture was previously listed on my bill of lading, which they were in possession of). Then they proceeded to charge me extra for wrapping my furniture in blankets and shrink wrap, and they also charged me extra for the labor to wrap my furniture in shrink wrap and blankets. Please note that all of my furniture had been wrapped in plastic by me before November 30. I told the movers when they showed up that there was no need to wrap the furniture in shrink wrap, but he kept arguing with me about this and insisted they blanket and shrink wrap everything. I did have 5 extra boxes of items not previously listed on my bill of lading, but all of my items--boxes and furniture--did not even take up all of the room in the back of a small moving truck (there was also another customer's items with mine in this small truck). It does not indicate anywhere on the paperwork (neither the physical contract paperwork nor the electronic contract paperwork) from International Van Lines that customers are charged additional fees for blanketing and/or shrink wrapping their furniture or the labor it takes for this task. The movers had my bill of lading listing all items for the move and brought shrink wrap and enough blankets, so they knew beforehand they were going to blanket and shrink wrap my furniture. I hereby request that International Van Lines refund me the amount of $2,000, which is over and above the original binding estimate. They have overcharged me more than $2,000 for services that were included in the binding estimate ($6,102.50).

  

  Business Response

  Date: 03/22/2023

  
  We are responding to this matter regarding interstate moving / transportation services forwarded to us by the BBB.
  
  Not only were this shippers overages duly justified, the carrier had already agreed as a good faith effort to refund shipper $1,025.75. Our **************** Mgr. spoke to shipper in Feb advising the shipper that payments from the carrier can take up to 30 days. The carrier already mailed the payment over a week ago to the shipper. This shipper was a self- pack customer and had none of their glass protected, at all, and our estimates do advise that additional packing is not cost free, we only blanket wrap the furniture. There is nothing further we can do. Thank you.  
  
  
  
  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19634629
  
  I am rejecting this response because:

  I was overcharged by IVL in the amount of $2,647.50 in a binding estimate. I requested in this BBB claim only $2,000 be refunded to me, allowing for the four extra boxes that weren't on my bill of lading, and the one piece of glass that IVL had to wrap for me. Before I filed this BBB claim, I contacted IVL via email several times in early January. On Jan. 12, IVL offered me half of their overcharges be refunded to me, and I accepted because I thought that $1,025.75 was better than nothing at all. I was told I would receive a mailed check (again via email). No check was ever sent to me. I followed up to inquire when I would receive this check (via email on more than 7 attempts during the months of January and February). I was told it would take 30 business days before a check would be mailed out. I offered to verify my address with the accounting department at IVL; my request was refused. Last week I was told they sent a check but to the wrong zip code. This week I was told they will send another check. Because I have been told via email over and over again that I will be receiving payment, but no payment has been sent to me and because it has been 45 business days since they indicated they would refund me, I have to reject their response that "payment was sent a week ago" and "nothing more can be done". I feel that there has been dishonesty on the part of IVL.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/29/2023

  This will be our 2nd and final response to this matter. So that the shipper has a better understanding, IVL is not the company that is reimbursing anything or mailing the compensation check, it is the carrier as stated in our initial response. Along with this response this time we have included a copy of the Moving Binding Estimate that the shipper acknowledges reading and agreeing to its terms & conditions prior to signing on 11/04/2022. On the Binding Moving Estimate (as well as below) we have highlighted what a Binding Estimate is in accord with FMCSA regulations. 
  
  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 (customer)  provide as much information as possible to the moving company.". In regards to the compensation from the carrier, we can only say they have confirmed to us that the check was indeed mailed and the shipper should be receiving their check any day now. Thanks you
  

• Initial Complaint

  Date:03/22/2023

  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.

  My husband, *******************************, and I contracted with International Van Lines for cross-country move from ********** to ***********. International Van Lines used ************************, an Agent of International Van Lines, to execute the move. Our first payment was on June 21, 2022. Our items were delivered on October 8, 2022. Under the terms of our agreement, we paid for a full-pack move, and disassembly and reassembly of furniture were included in the moving price in other words, the moving company was responsible for disassembling, packing, moving, delivering, and reassembling furniture. However, solely because of the fault of the mover, the furniture was not re-assembled on delivery. We did not receive what we paid for, and therefore request a partial refund for services not performed.Specifically: On the packing end, the movers disassembled furniture, but did not pack up the assembly hardware with our desk, our dining room table, or our bed. The location of the hardware was not indicated on the bill of lading nor on any boxes . On delivery, we tried to immediately call the ******* in charge of the packing, and he did not know where the hardware was. After unpacking all of the boxes, we were not able to locate the hardware. To reassemble our furniture, we had to order spare parts from Ikea. These had to be shipped from overseas in four separate shipments. We also had to acquire some discontinued parts at a local hardware store. To re-assemble the furniture, we either needed to pay someone to do the assembly or assemble the furniture ourselves, which should not have been necessary given our contract. This means that our bed, our dining room table, and a desk were lying in pieces for close to two weeks in our new home. We could not use several rooms in our new home as a result. We have tried to phone and email International Van Lines and have not received any response. Our credit card company was unable to issue a chargeback and resolve the matter.

  

  Business Response

  Date: 03/22/2023

  We are responding to this matter regarding interstate moving / transportation services forwarded to us by the BBB today March 22.  The last communication we ever received from this shipper was on Oct 6, 2022, and it was only about a delivery update. We have never received pictures, complaints, or any communication or updates regarding items that supposedly left unassembled. We also checked emails and phone records of all parties involved on this account (sales, account manager,dispatch ***** etc.) and nothing. It is no wonder why the shippers credit card company was unable to issue a chargeback.  We were never given the opportunity to address this before the BBB complaint was made and the first we ever heard of any issues. Unfortunately, unless the shipper can provide proof to IVL (not the BBB) of how things were left or discuss their concerns with us (IVL), it would be impossible to find a resolution. The carrier would have needed to know this information in October of 2022 when shipment delivery was rendered and completed, not 5.5 months after the fact. There is nothing we can assist with unless the shipper contacts our **************************** Shipper has contact # to our ************ Thank you.
  
  
  

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19634427
  
  I am rejecting this response because: IVL's response regarding this matter is incorrect in several ways. It indicates that they did not review all of the materials attached to our complaint nor did they check their records thoroughly.

  - IVL claims that the carrier has no record of this issue. The attached PDF shows the carbon copy of the bill of lading, clearly stating which items were not reassembled. The original of this document is in IVL's records and clearly shows the carrier was informed at the time of delivery.

  - IVL claims that the last communication they received from us was on October 6, 2022. This is false. The attached PDF clearly shows an email sent to every email address we had on file with both IVL and Golden Eagle on October 13. Not one single recipient of this email wrote back. The email did not bounce back as undelivered, and we had corresponded with all of these email addresses before; the most logical explanation for this that no one at IVL wanted to respond to our complaint. A voicemail was also left for ***************** after this date, warning that we would be trying to pursue a chargeback if we received no response. The chargeback attempt took several months to process by **********, which is why we are pursuing this avenue now.

  - IVL claims they don't have proof of the unassembled items. The attached PDF shows photos of the items in pieces dated October 20, close to two weeks after delivery. 

  - IVL wants us to call the home office to resolve our dispute, but our experience is that no one at the office returned emails nor voicemails. We request that the business call us, email us, or provide a name, contact number, and email so that we can bring this issue to a resolution.

  We respectfully ask that IVL not call into question that we tried to come to a resolution with them directly close to the time of delivery. We made a best effort, and it was their associates that chose not to respond to us at the time. IVL was very responsive and a pleasure to work with in the lead up to our move, which is why it is surprising that they did not respond to us after the delivery was completed. We hope we can return to a place of understanding and mutual respect so that IVL can compensate us for the fact that they did not fulfill their end of the contract. We are eager to hear back from IVL to resolve this matter.

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

  Customer Answer

  Date: 03/24/2023

  Dear *******,

  Thank you for following up on our complaint. Your request for clarification seems to be missing some content. The message reads:

  "Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  [INSERT POINTS HERE]"

  Note that the moving company, IVL, issued a first response to us yesterday, March 23rd. We rejected this response because they incorrectly claimed they had no record of the problem. I provided the attached PDF to show that we indeed tried to resolve the problem close to the date of delivery but received no response from IVL.

  Our request to IVL is to provide the name, phone number, and email address of a specific person who can help resolve our issue. We can then try to follow up with that person. If we do not hear back again, or if the response is unsatisfactory, we can continue with the conciliation process.

  Could you please kindly request that IVL send us the appropriate contact information and assure us that someone at the company will take care of our issue? We can then reach out.

  Best,

  ****

  

  Business Response

  Date: 04/05/2023

  IVL responded to this matter on 3/22 and the complaint was closed by the BBB on 3/27. Now the shipper is coming back with a copy of the carriers ************** ********** Bill of Lading and highlighting where it says could not locate parts to be able to complete assembly of certain items.Evidently the BBB nor the shipper are paying attention since the very Bill of Lading that the shipper provided to the BBB shows the carrier was Yellow Eagle (not IVL) and until the shipper files a claim with the actual carrier, the carrier is unable to process a claim. The shipper has refused to contact actual carrier and do this, but somehow assumes a claim can be processed without the shipper initiating a claim with the actual carrier. But, in a good faith effort, we have asked our *************** to contact carrier on behalf of the shipper and get the link to their claims processor and send to shipper. The carrier will then process claim at the level of valuation chosen by shipper on the carriers ********** Bill of Lading. Along with this response we are including an email sent to the shipper with the carriers ************** claim instructions. Other than this there is nothing further we can assist with. Thank you.
  

• Initial Complaint

  Date:03/09/2023

  Type:Delivery 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 signed up with IVL at the beginning of February to move my belongings from ******* to ******, paid my initial deposits, etc. They were quick and responsive to get someone to my house on the specific date to move. No issues at this point. The trailer, which was already hooked up to a truck, finished loading, I paid my 2nd fee per contract, and they drove away. At the start, IVL KNEW that I would have my new home available for delivery as of Feb 23rd. I did contact them early and ask if they could do the 18th. They indicated they would try but it was a week notice. I completely understand if they could not do it. Well, the 18th came, and I heard nothing nor got my items. I contacted them and they send me their automated response about the 2- 21 business days. Yet at no point was it explained that the **** days starts at the date you give them and that is the date they start looking for someone. Thats right, giving them a date for move in means nothing but the time they will finally start trying to get it scheduled for delivery. Now, here we are on March 9th. Still no delivery of my items. I have emailed my rep many times and get the same copy paste **** days email. I do not get any responses or updates. I have called 2 managers now and got excuses or promises of call backs and Nothing. no call backs no responses, no emails on what is going on. I get excuses that they will not send my items unless they have a full truck load. Their poor planning is not my concern. I have paid for my items to be delivered and I expect the delivery even if they do not have a "full" trailer. After numerous calls and emails, I got a response last week (Mar 2nd) that they will not load my items on a truck by itself but was assured that my items are "estimated to be loaded" this week. Well, this week is almost over and still no contact from them on status. They have 5 business days before they breach contract, and I am already working with a lawyer to get a case together.

  

  Business Response

  Date: 03/10/2023

  We are responding to this matter regarding interstate moving transportation services forwarded to us by the BBB. Along with this response we are including a copy of the estimate the shipper acknowledges reading and agreeing to prior to signing on 2/8/2023. There we have highlighted to show beneath ESTIMATED DELIVERY FRAMES  it explains that a delivery can take up to 21 business days from the shippers chosen FADD (First Available Delivery Date ) as well as explaining that the requested date is not a guarantee.
  
  This was forwarded to us today 3/10 by the BBB so we dont know when the shipper filed their complaint, but from our understanding the shipper was recently in contact with our hub in AZ and was advised that the delivery is scheduled some time between 3/12-3/14. Thank you
  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19562657
  
  I am rejecting this response because:
  

  After they received the complaint and my letter about a legal action against them for not actively getting my delivery schedule and the complaint from BBB.

  They then decided to get the delivery scheduled and it arrived yesterday with quite a few items damage due to their ignorance.

  The took the items out of the original truck that it was loaded in and moved them to another truck damaging multiple appliances and will try to stick me with the bill now for the items.

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

  

  Business Response

  Date: 03/23/2023

  This will be our 2nd and final response to this matter. In our initial response we highlighted the delivery terms on the agreed to estimate that the shipper acknowledged reading and agreeing to its terms and conditions prior to signing on 2/8/2023, and we included the signed estimate along with our response. Evidently the shippers complaint has nothing to do with the delivery schedule, but rather because the shipper did not like the responses from the dispatch team. Unfortunately, the shipper is highly mistaken and uniformed if he believes that filing a BBB complaint or threatening legal action can speed up the normal transportation process, and neither does being rude and abusive to all the staff attempting to assist him.
  
  In regard to damage incurred in-transit; this is the 1st we have heard from the shipper regarding any damages, and certainly the BBB cannot process or enforce a claim. But we will request our *************************** to reach out to him. Thanks you
  
  

• Initial Complaint

  Date:03/05/2023

  Type:Delivery 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.

  Moving contract ******* October 2022.We selected IVL after evaluating a number of reviews and getting a binding quote. We received a "binding quote" to move our household goods from ********** to *****. The binding quote was less than $16,000. We made no changes to our inventory other than to delete one refrigerator. When all was done it cost us about $24,000. We moved on October 10, 2022 which was a bank holiday. The carrier forced us to find money orders that day to make up the shortfall or they would cancel our delivery -- on a home that was already sold! We had to move out. When we unloaded at the destination about 2 weeks later than we had discussed after much negotiation with management, they charged an additional $1800 for delivery fees. I had warned them about the delivery challenges well in advance. They had internal communication problems.... More negotiation with management. They forced us once again to go to a bank and get a cashiers check or they would not unload. Then they declined to inventory the boxes and insisted I sign the delivery documents. After unloading, at least 2 boxes and a bed frame were missing, and one box was for some other customer. Prior to selecting IVL as our carrier, I asked them about insurance. They improperly answered our question about coverage which left us effectively unprotected. They did substantial damage to our belongings, either through loss of the item or significant damage due to poor packing. We lost it all. We sent them most of the damage pictures as we discovered them. For us the damage is done. What we want is to to warn others to avoid this carrier. The reviews were seriously wrong. We spent a huge amount of time and money trying to resolve their failures.

  

  Business Response

  Date: 03/06/2023

  We are responding to this matter regarding interstate transportation / moving services that was forwarded to us by the BBB
  
  SHIPPER SAYS: Moving contract ******* October 2022. We selected IVL after evaluating a number of reviews and getting a binding quote. We received a "binding quote" to move our household goods from ********** to *****. The binding quote was less than $16,000. We made no changes to our inventory other than to delete one refrigerator. When all was done it cost us about $24,000. We moved on October 10, 2022 which was a bank holiday. The carrier forced us to find money orders that day to make up the shortfall or they would cancel our delivery -- on a home that was already sold!We had to move out.
  
  COMP. RESPONSE: This is absolutely false information, we advised the shipper prior to loading of the additional inventory and explained several options that were available to him:
  1. We can instruct the team to take exactly and only what is on the inventory (Article List, that was provided to us by the shipper during the quoting stage), nothing more. However, this means any item not on the inventory will not be loaded and it would be the shippers responsibility,however he will not be charged anything additional than what shows on the agreed to estimate that shipper acknowledges reading and agreeing to prior to signing. (The shipper advised everything has to go).
  
  2. Or sign the revised . This is for every item the ******* sees and the shipper wants loaded for transport on the move. If the driver loads and there is less volume than estimated, we will reduce the final volume on the BOL.
  
  3. Final option, the shipper can cancel and reschedule the move, the deposit is no longer refundable, but the shipper has the option to reschedule the service and the deposit will be applied to any future moving services.
  
  In the end, the shipper decided to sign the revised and accept the charges for the additional items. ******* was advised a personal check would suffice for the increase in volume. Shippers original inventory they provided to us was of 254 pieces of furniture and boxes increased by 47 items.The onsite revised estimate was for **** cubic feet and reduced to ****cf once the trucks were done being loaded.
  Shipper filled out a perfect survey and Delivery Form with the *** (First Available Delivery Date) marked 10/25/22
  
  
  SHIPPER SAYS: When we unloaded at the destination about 2 weeks later than we had discussed after much negotiation with management, they charged an additional $1800 for delivery fees. I had warned them about the delivery challenges well in advance. They had internal communication problems....
  COMP. RESPONSE: There were no communication problems with IVLs home office. The shipper was advised each time he told us of the delivery challenges, the cost of a shuttle and if one would be needed the delivery team would make the final determination. Our Agent reduced the cost of the shuttle from $****.00 to $1800.00.
  
  SHIPPER SAYS; More negotiation with management. They forced us once again to go to a bank and get a cashiers check or they would not unload.
  
  COMP. RESPONSE: The shipper was not forced to do anything as payment methods were clearly described on the estimate prior to pick up as well as the payment methods for delivery, not only on their  estimate but also on his Delivery Form,and email communications. We cannot offload the trailer until payment is received in full, which by the way goes for all moving companies.
  
   ******* SAYS: Then they declined to inventory the boxes and insisted I sign the delivery documents. After unloading, at least 2 boxes and a bed frame were missing, and one box was for some other customer. Prior to selecting IVL as our carrier, I asked them about insurance. They improperly answered our question about coverage which left us effectively unprotected.
  
  COMP. RESPONSE: We are unsure what the customer means by improperly answering his insurance questions. The shipper was provided with two (2) third party insurance options and was also advised to check with his own insurance company as most will add a policy covering the relocation service.
  
  SHIPPER SAYS: They did substantial damage to our belongings, either through loss of the item or significant damage due to poor packing. We lost it all. We sent them most of the damage pictures as we discovered them. For us the damage is done. What we want is to warn others to avoid this carrier. The reviews were seriously wrong. We spent a huge amount of time and money trying to resolve their failures.
  
  On 3 separate occasions we sent the claim instructions to the shipper.But It becomes very difficult to assist a shipper when they are fighting the claims process the entire time. Nothing short of refunding the customer the additional cost of his move and shuttle fee will make him happy and IVL nor the Agent is willing to reduce the cost of his move any further than has already been done. Along with this response we have attached many emails between the shipper, Agent, IVL and Moving Claims (the agents clams processor).
  
  Finally, along with is response we are including a copy of the Binding Moving Estimate and have highlighted to show that the shipper acknowledges reading and agreeing to all the terms and conditions of the estimate prior to signing on 10/07/2022. There we have also highlighted items pertinent to this matter that we have addressed such as being charged accordingly if you add items or services not included in the estimate , which is found beneath This is a Binding Estimate, the *************** (if needed) found beneath The following services and rates ARE NOT included in your move: (please read)., and the Methods of Payment. And, although through many discussions and email correspondence (as shown) the shipper has been well informed but yet chose to file a BBB complaint with the misconception of the BBBs role in that the BBB can compel a company to make an unjustified billing adjustment as shipper is requesting the BBB to do. The shipper is also asking the BBB for No further contact by the business. Thank you.
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19543333
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/05/2023

  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.

  Moving date: 10/27/22. Furniture receiving date: 11/01/22, actual date received: 11/11/22.Amt. Pd.: Original quote: $6531.26. Amt.Pd: $7725 Commitment: Move furniture from IN to ** Dispute: Over charged plus damage to property and missing items.Resolve: Pay us $1400 for missing items, damage to home and personal property.Tracking: Estimate No.:M4381060 The movers came with a small truck. They packed everything up except what was upstairs, then tried to double the cost saying the rest of our items would not fit in the truck they brought. (The other company I considered using had me do a walk through via video so I could get an accurate quote. I used her info with IVF so I could get an apples for apples quote.) *** knew what we had and chose to bring a smaller truck that would not fit all our items. We called CS to dispute it. She waved it.The next day the same people came out to pack the rest of our house up. Again, they tried to charge us more after they packed it. We were told we would have to pay about $1100 more, so we called customer service. She told us we would have to pay that amount. When the moving company showed up, there were 2 guys to off load it. One guy was throwing furniture around on the truck to get to ours. He threw our mattress on the street. A car almost ran over it. The boxes he was throwing around were breaking and falling over. After the delivery guys left, we noticed part of the wall and baseboard was damaged. He actually used part of the desk that he didn't put all the way together to hide the damage. We also had scratches and damage on our beds, dressers and hope chest.Once we got everything unpacked, we noticed we were missing numerous items. We contacted CS. After sending about 100 emails, we decided to call our CC and have them hold some of the money. We only had them hold $700. Since we did that, *** said they would close the case. We feel we are still owed about $1400 to make us whole.

  

  Business Response

  Date: 03/06/2023

  We are responding to this matter forwarded to us by the BBB regarding interstate moving / transportation charges. Along with our response we are including a copy of the Interstate Bill of Lading /Contract that THE shipper or significant other signed on the day of pickup (that being the date chosen by the shipper). We have also highlighted to show that ******* signed upon delivery of goods on 11/27.Also highlighted to show that the $1,901 reservation deposit issued to us by ******* was already deducted from the total cost of the moving services charges. On the Interstate Bill of Lading /Contract we have also highlighted to show that the shipper chose Option 2 for a valuation of $0.60 per pound per article after having declined our offer of 3rd party full replacement value insurance which was offered at inception. Shipper also declined Option 1 on the Interstate Bill of Lading which is FVP (Full Value Protection). Both coverages the shipper declined required an insurance premium to be paid for the coverage to be enacted, but the option chosen for by the shipper was at no cost but only pays a lower release value of $0.60 per pound per article.
  
  Also included are copies of the 2 page Household Goods Descriptive Inventory that shipper signed on 10/27,28 & 11/27. There we have highlighted to show the Warning arrow which points to BEFORE SIGNING CHECK SHIPMENT, COUNT ITEMS AND DESCRIBE LOSS OR DAMAGE IN SPACE ON THE RIGHT ABOVE. But shipper left no markings with descriptions of any loss or damage of any kind.
  
  Although there were no markings left by shipper on the Household Goods Descriptive Inventory, as a good faith effort our claims ***** mgr.  was still willing to address the submitted claim, which will be addressed at the level of Valuation the shipper opted for on the Interstate Bill of Lading /Contract. 
  
  The claim form submitted by shipper included weights for each item for a total weight of  281 lbs for all the items listed.. At the level of valuation opted for by the shipper @ $0.60 per pound that would be a total of $168.60 that would be paid out to the shipper. As the shipper says in his complaint, they initiated a chargeback of $700 against the reservation deposit they had issued to our company to reserve their Move Date (which is a totally separate matter from the claims process). Once the shippers cc company informed our accounting *****that they had refunded the shipper the $700 we decided to no longer contest the chargeback and our claims **** mgr. sent the shipper an email on March 3 advising them there was nothing further we can do, since in actuality the shipper unwittingly received $532 above the actual warranted amount in accordance with their choice of valuation coverage, (please see that March 3rd email also included along with this response). there is nothing further we or the BBB can assist with.Thank you
  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19542925
  
  I am rejecting this response because: We did not annotate all the missing items on the manifest on the day of delivery, due to the fact, we had over 80 boxes to unpack.  As missing, damaged, and/or stolen items were discovered, we immediately notified *********************** in their shipping department to advise him.  He told us numerous times he'd make it right and pay us for our losses.  ****** claimed their company was the best in the business and they take care of their customers.  Also, there was NO reason for them to unpack and repack our boxes in the ******* warehouse.  Their crew in Indy did an excellent job packing everything.  Also, the items were repacked in a way, that we could tell someone went through them looking for certain items.  Many different rooms items were mixed in various boxes and not the way we observed them being packed in Indy.  We feel they probably did this on purpose, because we did not select the insurance options.  

  We still request the $1400 refund from IVL, as ****** told us, that they would take care of us!  

  This company is a scam and there were numerous negative feedbacks on their web site.  We trusted them anyway, based on conversations with their customer service team.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/08/2023

  This will be our 2nd and final response. There is nothing further we can add to our last response except that the BBB does not get involved in issues regarding chargebacks. It is true that our claim **** mgr. was willing to offer above and beyond the warranted amount at the level of valuation this shipper opted for after declining the 2 offers of purchasing 3rd Party Full *************************** & Full Value Protection, but never agreed to pay $1,400.00, that is full value replacement that the 3rd *********************** would have paid.
  
  We can only assume that this shipper declined the higher coverages because there were premium payment required from the insurance companies, but In accord with the shippers choice of coverage at the lower release of $0.60 per pound (at not cost to the shipper) and the reported weights the shipper submitted on their Claim Form, the warranted amount would have been $168.60, so anything above that amount is a good faith effort. Therefore the $700 the shipper charged back to his credit card and we decided to no longer contest, is way above and beyond the warranted amount.
  
  By the way, the options of coverage offered on all ************************** Bill of Ladings is not specific to IVL, but rather for all transportation companies and are dictated by the ****** Option 1 FVP (Full Value Replacement )  and Option 2 Lower Release Liability of $0.60 per pound per article.
  
  There is nothing further we can assist with. Thank you
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19542925
  
  I am rejecting this response because:

  This company repacked our boxes and stole our items. We believe it is because we did not purchase their insurance. Who was held accountable for the repacking and theft of our items?  Corrupt business!  Please advise all across the BBB network. They still owe us $1400. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/16/2023

  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.

  I moved from OH to ** last year. When requesting quotes, I asked if they were a broker and they said no, they handle all their moves and they are performed by professionals. Those were false statements. On their website it also states that they use professional movers. I now know that they are indeed a broker. Also, they do not use professional movers. On the day of pickup, one of the movers had two ankle bracelets! On the day of delivery, the 2 guys unloading the truck had responded to an ad on *********** One even stated he thought it would be fun to do! This inexperience directly lead to the mishandling of our boxes. 4 of our boxes were lost and a couple of boxes were dropped off the back of the truck (resulting in ***** being broken (which the claims company refuses to settle, because they weren't packed by the "employees". Even if employees packed it, it would not have survived the fall off the truck.))I have filed a complaint only to be largely ignored. They attempted to settle, but I disputed the claim and then it was radio silence for a month, until they finally replied saying they reviewed the claim and came to the same conclusion. Further, since part of my claim was for the misrepresentation of services, I had to take that up with the company and not through the claims process. Repeated attempts to contact the company have gone unanswered.I am hoping you can help resolve this issue.. I am requesting reimbursement of $2,500 for misrepresentation of services leading to lost items, broken items, and a long delay in delivery. I am attaching the word document I filed as part of the claim as well as pictures of the broken items.Thank you, ***************************

  

  Business Response

  Date: 02/17/2023

  We are responding to this matter regarding interstate transportation / moving that was forwarded to us by the BBB. Along with this response have included a copy of the Binding Moving Estimate. We have highlighted to show that the shipper acknowledges reading and agreeing to the terms and conditions prior to signing on 6/20/2022.
  
  There we have highlighted certain things pertinent to this matter. In their complaint the shipper states; I now know that they are indeed a broker. On the estimate we have highlighted to show where it describes that IVL is an FMCSA-authorized household goods motor carrier as well as an FMCSA-authorized Broker. That paragraph also explains that in the event of a scheduling issue IVL will arrange for the transportation of your household goods by another FMCSA-authorized household goods motor carrier.
  
  Regarding the shippers description of damages and incorrectly saying company refuses to settle, although we are very sorry some of the shippers items experienced some damage in-transit, we must point out) as highlighted on the estimate), the shipper chose a self-pack service, meaning items were packed by the shipper. In addition, the shipper is not being truthful when they say, company refuses to settle. Since we were not the carrier on this move, we contacted the carrier (American Knights) and they advised us that when they were made aware of damages, they sent the shipper a claim instructions, but the shipper was unwilling to complete and return because the shipper knew that they had declined the offers made for 3rd party insurance at inception as well a the offer of FVP (Full Value Protection) on the carriers Interstate Bill of Lading, and instead opted for a lower release valuation coverage. Along with this response we are also including a copy of a Welcome email sent to the shipper at inception (May 17, 2022 @10:12 AM). Along with that 2022 email there were attachment that included a 3rd party insurance cover letter and the insurance companys insurance application. On the cover letter we have highlighted paragraph 5. which states (when referring to the insurance application); If this is not sent back, your shipment will still be covered by the basic liability of .60 cents per pound, which coincides with the last Bullet Point beneath The following services and rates ARE INCLUDED in your move on the estimate the shipper acknowledges reading and agreeing to.Bullet Point 5 states; Basic liability ($0.60 / lb per article) for any additional coverage please advise your sales rep. ****** see the copy of the Welcome email, the 3rd *************** Cover Letter and the highlighted attachments that went along with the Welcome email.
  
  The shipper is highly mistaken of the BBBs role if they believe that filing a BBB complaint will get them unwarranted monies. We did however contact the carrier who advised us that since the shipper was unwilling to go through the carriers claims processor, they will be handling the claim in-house and will work on settling the claim for an amount that is above what is truly warranted in accord with what the shipper opted for on the carriers moving documents. Thank you.
  
  

• Initial Complaint

  Date:02/12/2023

  Type:Delivery 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 International Van Lines DOT ******* to move my belongings from ************ to ************, IN. With delivery in IN occurring on 2/08/2023. A number of very expensive furniture items [ *************************, ***************************, *********************] were damaged severely and some missing at delivery. There were actual pieces of wood furniture in the front parking lot of *************** brought in to me by the security guard of the building.. The expected delivery date was to be January 20th. These people; IVL do not deserve to be in business.

  

  Business Response

  Date: 02/13/2023

  We are responding to this matter regarding interstate transportation / moving services forwarded to ** by the BBB. We are extremely sorry to hear that some of the shippers items sustained some damages in-transit. Once the shipper contacted our home office, first our CS ***** responded, and shortly after on same day, our Compliance ***** Mgr. sent the shipper claim instructions on how to file the their claim. 
  Regarding the shippers statement; The expected delivery date was to be January 20th. To show this this is inaccurate information, we have included a copy of the Moving Estimate the shipper acknowledges reading and agreeing to its terms and conditions prior to signing, and there we have highlighted to show, beneath ESTIMATED DELIVERY FRAMES where it clearly explains that a delivery can take up to 21 business days from your first available delivery date (which is chosen by shipper). Directly beneath that we have also highlighted, Please be advised that the Requested Delivery Date is a request but not a guarantee.
  
  In this case this shipper chose Jan 20 as their FADD (First Available Delivery Date) which mean the first date they are able to accept their delivery, but it is not an expected delivery date as shipper alleges.But as shipper states, With delivery in IN occurring on 2/08/2023, this is only 13 business days after the shippers chosen FADD.
  Lastly, again we are sincerely sorry for any damages or inconvenience caused to the shipper and once they complete their claim form, it will be addressed by the *********** at the level of valuation opted for by the shipper. Thank you