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:02/09/2023

  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.

  Communication is terrible. It seems, once they get your business and pick up your belongings, they stop all communication. Ive had to call so many times to even get an update. In the beginning, my sales rep ******** was great. He gave me his cell number and we even texted a few times about questions I had. I paid the deposit and paid the required amount of $3221.25 when they picked up my stuff. They request a drop off date which they say is Not a guarantee but they will do everything they can to make that happen. Im ok with this but an update is nice. Then after texting ****** a few times asking when my stuff was enroute he would give generic responses and that he had to talk to ******** and dispatch. Then he failed to respond, so the next day I texted him asking if he heard anything. Nothing! No response! 2 hours later I texted ? and again he completely ignored my text. Good thing I put an Apple AirTag in with my stuff. It has now been almost 2 weeks and all of our life's possessions still have not arrived nor even left **** ** in the secured storage. Everyone you call leads to a dead end. Every text/call/email you get back is a generic response that your stuff is in staging at a secure storage warehouse and they provide a name/number for customer service but you never get an actual answer of when my stuff is even going to be en route. I tracked down the company of the warehouse where my stuff is being stored and called them. I think they were surprised by my call and even after talking to them (*******) they said that my stuff is on their asap list and they have to talk to **** about when it supposed to be leaving **** ** and they'll call me back with an update. Never heard back. I called the corporate office and finally spoke to ******** who said she was going to call **** to get an update, I asked to be placed on hold and she said she cant because she has to call them but she promised to call me back. Still nothing. When is my stuff being delivered?

  

  Business Response

  Date: 02/10/2023

  We are responding to this matter regarding interstate moving / transportation services forwarded to ** by the BBB today 2/10/23.
  
  Shipper says communication is terrible But the shipper has been in communication with various people in our office via phone as well as by email. We are including emails explaining the process to shipper along with this response. we are also including a copy of the signed estimate which the shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 11/14/2022 @ 03:01:33 PM (ET). There, we have highlighted beneath ESTIMATED DELIVERY FRAMES, where it explains that it can take up to 21 business days after the shippers chosen **** (First Available Delivery Date). This shipper chose An **** of 2/4/2023, which is the first day they will be available for delivery. But just as it clearly describes beneath ESTIMATED DELIVERY FRAMES, the **** or requested date is not a guarantee. As seen and highlighted in the emails we are including along with this response, the ************** keeps explaining and pointing the shipper back to the ESTIMATED DELIVERY FRAMES they acknowledged reading and agreeing to. So it is not as the shipper alleges, that communication is terrible but rather that they are not understanding the process or looking for a different answer. Currently both Dispatch teams in ****, ** and our *********** are working on assigning a tractor trailer that is destined to the shippers final destination and other deliveries destined to that region, but today is only the 5th business day after this shippers chosen **** and filing a BBB complaint is not going to make it any faster. Thank you
  

• Initial Complaint

  Date:02/08/2023

  Type:Order 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.

  Jan 31, 2023 is date of service.I paid over $11,000 - 3 times the original estimate Floors in my home were trashed as nothing was layed on the floors to protect them from the *********** outside The Letter I have uploaded tells the entire story.

  

  Business Response

  Date: 02/09/2023

  We are responding to this matter regarding interstate moving / transportation services forwarded to ** by the BBB.
  
  We will be addressing the letter the shipper attached to their complaint. the shipper chose a self-pack service and From the photos sent to us by the team that was onsite on the day of pickup,  we can see that many of the shippers boxes were old, tattered, not taped well at all and they were either so full the weight of the box could not hold the contents safely for transport.Though we appreciate the shippers feedback and packing suggestions, we as professionals do not agree that her items would have safely made it during the transition. After debating with the movers, shipper agreed to allow the movers to pack:
  6 Wardrobe boxes 90cf
  1 Picture/mirror box 7cf
  2 small soft crates 12cf
  1 med soft crate 7cf
  2 Dish packs 12 cf
  Total 128cf additional, plus the cost of materials, and the labor. Customer was charged $713.00 for materials and labor. This did not include the special pack for the ** since that fee was already on the estimate for $135.00.
  Shipper was however charged a bulky item fee for the riding lawnmower, which we are returning to her. The ******* collected a $200.00 Bulky Fee charged, which should have only been $150.00 as per the agreed to estimate, but out of courtesy to the shipper and an apology for the mistake, we are refunding entire $200.00
  
  SHIPPERS LETTER SAYS:I had provided **** with a furniture count and identified items that were not boxed.  Why was packaging not included in your pricing for those items?  Did you or she really think I would box such large items? She told me that things not in boxes such as **s would have covers put over them which is why I opted to buy boxes from you for the **s.  Why were the other furniture items not priced out properly?  I was charged extra in the end for that.  Again, a way to ******* the customer.
  
  COMP. RESPONSE: As **** explained to the shipper when he was building the estimate and included the cost for packing 3 **s for the shipper, he advised them that anything they are not packing we will need to know, ( since this was a self-pack service). During the call with **** on 01/25/23 **** also advised her any loose item that can fit in a box, must be packed by the customer since her quote was for a self pack and stated as so on the estimate.Further the estimate explains what is and is not included in the service.
  
  SHIPPERS LETTER SAYS: The pick-up crew got to my house at 10:30am on 1/31/23 and did not finish until 5:30pm.  At that time I was told I would have to pay an addition fee upon pick-up and it had to be in cash, a cashiers check or a money order. There was no way that could happen as it was after banking hours and I was on m y way to Tennessee very early the next day before the banks opened up.  I had just enough cash to pay the drivers the amount I was given the second time.  When I telephoned **** while driving, I was told my cost went up and I would have to find a way to get one of the 3 forms of payment or my shipment would be held up.  I tried contacting ***************** for some help,but he refused to call me back.  His mode of communication was texting which did me no good.  As far as I am concerned, he was useless.  All he is interested in is getting his commission out of this deal.  I was appalled by the unsympathetic attitude I received from **** and the hand-off approach of **** at that point.  **** finally texted me letting me know **** was working on getting a way to let me pay some of it by credit card.  Why she could not communicate this to me is beyond comprehensive.  Instead, she was combative and in no way like an account manager should be.
  
  COMP. RESPONSE: This is  false statement. Along with our response we are including  copies of all the shipping documents the customer signed on the day of the pick up including a On Site Revised Estimate which the shipper themselves time stamped AND initialed and signed. She was advised at 9:00am of the increase and work started at 9:30am. Loading absolutely took longer than expected considering the 3 feet of snow on the ground from the night before.
  
  SHIPPERS LETTER SAYS: In addition to the cost issues, the five men who packed me up absolutely trashed the floors in my house.  It snows in IL, if you are not aware, and it had snowed the previous week.  There was snow and ice and mud on the ground.  Protocol in these parts is to lay down drop cloths or cardboard
  To keep the floors protected.  These men did not.  When they left in the evening, my husband and I were mopping up the mud and dirt they tracked in.  And the next day a friend who was staying at my home did the same to pick up more of the dirt.  Aside from this, one of the men took my iPhone cord and charge from a room in which I told them not to go, and which was closed!   I am sure it was an accident, but it was uncalled for.  He should not have been in that room.
  
  COMP. RESPONSE: Our home office **************** Mgr. spoke to the ******* on the day of the move. There was 3 feet of snow on the ground from the night before. Blankets were laid and cardboard was used, however the snow started melting, and there was already mud in the garage and front part of the home. The ************************* decided to pull them up because they started to become a hazard to the helpers and he did not want someone to slip and fall, trip, or get injured. ***** made every helper stomp their feet to try to remove as much snow and mud with each pass as possible. Though the weather was not the best conditions, we still took all the precautions we could. Moving is not easy work, and each person in the home took additional care to wrap and pack as much as they could in the house and as few trips as possible to avoid as much snow and mud as possible.
  
  As for the charging of the phone, the driver had his charger in the house and the helper mistakenly used the shippers thinking it was the drivers cord. We have spoken to him and he has been coached not to do this again.
  
  SHIPPERS LETTER SAYS: Just so you know, the men, in spite of these things, were very kind and courteous, but very messy.  And that could have been prevented.  At the delivery site, the men were also extremely good, kind and courteous.  But they had the foresight to put down drop cloths which were not as much needed as in ********.
  
  I am writing this letter because I am extremely disappointed in International Van Lines and will never recommend you.  My sales rep went underground once the move began and would never return phone calls in addition to not disclosing the additional packing requirements and not pricing them out.  My account manager was not at all helpful or sympathetic, but simply touted the corporate line rather than make the customer feel more comfortable and try to help.  The cost went up three times the original estimate.  And the front-end crew trashed my floors in a house I will be trying to sell, in addition to taking my phone cord and charger.
  
  I am certain this letter will go on deaf ears, so I will let Yelp, the BBB, social media and word of mouth do the work for m.
  
  COMP. RESPONSE: Not only did the shippers concerns not fall on deaf ears, to the contrary, ******** from the dispatch team received her complaint after the delivery and apologized as well as asked her for photos if shIpper if they had any photos to bring to managements attention. ******* replied to ******** saying the floors were already cleaned that night by her, her husband and friend but she will send what she can. Those photos were never sent or received and the shipper has not reached out to us since. Thank you
  
  
  
  

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19369697
  
  I am rejecting this response because:

  I totally and unequivically dispute the fact that my boxes were tattered, taped improperly and too full.  I spent months collecting boxes and purchasing tubs to pack things in.  They were taped around and top to bottom.  The boxes were in very good shape.  This is simply a way for the shipper to make more money by using more materials than were necessary.  In addition, even though this was a "self-pack" job, **** knew that the furniture and picture count I provided him were not going to be packed by me. There is no way I could get a couch or a coffee table in a box!  How dare them think I was going to pack those items.  I t**** it  very deceptive on the shipper's part to not let the consumer know that they would charge extra for things itemized such as a couch or coffee table.  The cost of packing those items was never disclosed.  Any normal person would have assumed it was included in the price.Jan 31, 2023 is date of service. I paid over $11,000 - 3 times the original estimate Floors in my home were trashed as nothing was layed on the floors to protect them from the snow & dirt outside The Letter I have uploaded tells the entire story.
  Desired Outcome/Settlement
  Desired Settlement: Billing Adjustment None Provided
  From the Business on Thursday, February 9, 2023
  We are responding to this matter regarding interstate moving / transportation services forwarded to us by the BBB.
  
  We will be addressing the letter the shipper attached to their complaint. the shipper chose a self-pack service and From the photos sent to us by the team that was onsite on the day of pickup,  we can see that many of the shippers boxes were old, tattered, not taped well at all and they were either so full the weight of the box could not hold the contents safely for transport. Though we appreciate the shippers feedback and packing suggestions, we as professionals do not agree that her items would have safely made it during the transition. After debating with the movers, shipper agreed to allow the movers to pack:
  6 Wardrobe boxes 90cf
  1 Picture/mirror box 7cf
  2 small soft crates 12cf
  1 med soft crate 7cf
  2 Dish packs 12 cf
  Total 128cf additional, plus the cost of materials, and the labor. Customer was charged $713.00 for materials and labor. This did not include the special pack for the ** since that fee was already on the estimate for $135.00.
  Shipper was however charged a bulky item fee for the riding lawnmower, which we are returning to her. The ******* collected a $200.00 Bulky Fee charged,  which should have only been $150.00 as per the agreed to estimate, but out of courtesy to the shipper and an apology for the mistake, we are refunding entire $200.00
  
  SHIPPERS LETTER SAYS: I had provided **** with a furniture count and identified items that were not boxed.  Why was packaging not included in your pricing for those items?  Did you or she really think I would box such large items?  She told me that things not in boxes such as **s would have covers put over them which is why I opted to buy boxes from you for the **s.  Why were the other furniture items not priced out properly?  I was charged extra in the end for that.  Again, a way to ******* the customer.
  
  COMP. RESPONSE: As **** explained to the shipper when he was building the estimate and included the cost for packing 3 **s for the shipper, he advised them that anything they are not packing we will need to know, ( since this was a self-pack service). During the call with **** on 01/25/23 **** also advised her any loose item that can fit in a box, must be packed by the customer since her quote was for a self pack and stated as so on the estimate. Further the estimate explains what is and is not included in the service.
  
  SHIPPERS LETTER SAYS: The pick-up crew got to my house at 10:30am on 1/31/23 and did not finish until 5:30pm.  At that time I was told I would have to pay an addition fee upon pick-up and it had to be in cash, a cashiers check or a money order.  There was no way that could happen as it was after banking hours and I was on m y way to Tennessee very early the next day before the banks opened up.  I had just enough cash to pay the drivers the amount I was given the second time.  When I telephoned **** while driving, I was told my cost went up and I would have to find a way to get one of the 3 forms of payment or my shipment would be held up.  I tried contacting ***************** for some help, but he refused to call me back.  His mode of communication was texting which did me no good.  As far as I am concerned, he was useless.  All he is interested in is getting his commission out of this deal.  I was appalled by the unsympathetic attitude I received from **** and the hand-off approach of **** at that point.  **** finally texted me letting me know **** was working on getting a way to let me pay some of it by credit card.  Why she could not communicate this to me is beyond comprehensive.  Instead, she was combative and in no way like an account manager should be.
  
  COMP. RESPONSE: This is  false statement. Along with our response we are including  copies of all the shipping documents the customer signed on the day of the pick up including a On Site Revised Estimate which the shipper themselves time stamped AND initialed and signed. She was advised at 9:00am of the increase and work started at 9:30am. Loading absolutely took longer than expected considering the 3 feet of snow on the ground from the night before.
  
  SHIPPERS LETTER SAYS: In addition to the cost issues, the five men who packed me up absolutely trashed the floors in my house.  It snows in IL, if you are not aware, and it had snowed the previous week.  There was snow and ice and mud on the ground.  Protocol in these parts is to lay down drop cloths or cardboard
  To keep the floors protected.  These men did not.  When they left in the evening, my husband and I were mopping up the mud and dirt they tracked in.  And the next day a friend who was staying at my home did the same to pick up more of the dirt.  Aside from this, one of the men took my iPhone cord and charge from a room in which I told them not to go, and which was closed!   I am sure it was an accident, but it was uncalled for.  He should not have been in that room.
  
  COMP. RESPONSE: Our home office **************** Mgr. spoke to the ******* on the day of the move. There was 3 feet of snow on the ground from the night before. Blankets were laid and cardboard was used, however the snow started melting, and there was already mud in the garage and front part of the home. The ************************* decided to pull them up because they started to become a hazard to the helpers and he did not want someone to slip and fall, trip, or get injured. ***** made every helper stomp their feet to try to remove as much snow and mud with each pass as possible. Though the weather was not the best conditions, we still took all the precautions we could. Moving is not easy work, and each person in the home took additional care to wrap and pack as much as they could in the house and as few trips as possible to avoid as much snow and mud as possible.
  
  As for the charging of the phone, the driver had his charger in the house and the helper mistakenly used the shippers thinking it was the drivers cord. We have spoken to him and he has been coached not to do this again.
  
  SHIPPERS LETTER SAYS: Just so you know, the men, in spite of these things, were very kind and courteous, but very messy.  And that could have been prevented.  At the delivery site, the men were also extremely good, kind and courteous.  But they had the foresight to put down drop cloths which were not as much needed as in ********.
  
  I am writing this letter because I am extremely disappointed in International Van Lines and will never recommend you.  My sales rep went underground once the move began and would never return phone calls in addition to not disclosing the additional packing requirements and not pricing them out.  My account manager was not at all helpful or sympathetic, but simply touted the corporate line rather than make the customer feel more comfortable and try to help.  The cost went up three times the original estimate.  And the front-end crew trashed my floors in a house I will be trying to sell, in addition to taking my phone cord and charger.
  
  I am certain this letter will go on deaf ears, so I will let Yelp, the BBB, social media and word of mouth do the work for m.
  
  COMP. RESPONSE: Not only did the shippers concerns not fall on deaf ears, to the contrary, ******** from the dispatch team received her complaint after the delivery and apologized as well as asked her for photos if shIpper if they had any photos to bring to managements attention. ******* replied to ******** saying the floors were already cleaned that night by her, her husband and friend but she will send what she can. Those photos were never sent or received and the shipper has not reached out to us since. Thank you
  
  
  
  Attached Files/Documents
   ********- 12-27-22- SIGNED ESTIMATE.pdf
   ********-12-30-22- SIGNED ESTIMATE.pdf
   ********- Revised Estimate -01-25-23.pdf
   ********- SIGNED MOVING DOCS.PDFo

  The company is also not being truthful about the time the men arrived at my house or what I was required to do in the end.  The men arrived at 10:30am, NOT 9:00am.  I was watching the clock and was very concerned because I knew it would be a very long day.  And they NEVER told me there would be additional cost until they were close to done.  At that 

   

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

  

  Business Response

  Date: 02/14/2023

  This will be our 2nd and final response. Along with this response we are including photos taken at shippers residence upon pickup. The photos show that the boxes were not packed properly for interstate transportation.  The photos show evidence that the boxes were all used and weak and some tattered and torn, as well as showing the tape the shipper used was already coming off and not properly taped for interstate transport. Also, the shipper had packed the boxes so weighty that even new boxes could not easily sustain the weight, much less old and used boxes. The shipper is highly mistaken that a good moving company would want to exhaust labor to properly re-pack boxes just to make a few dollars. As we stated in our previous response, the ******* mistakenly charged the shipper $200 for a Bulky Item which was for a riding lawnmower but should have only charged $150 as per the agreed to estimate. So as a good faith effort and courtesy for the foremans error, we will be refunding the shipper the entire $200.
  
  Lastly, the shipper must have forgotten that they had requested various estimates and the last one they settled on was for $9.648.50, (which we include again along with this response.The only additional charge was for the boxes and re-packing, and the Bulky fee for the riding lawnmower, (which we already stated we are refunding)., as shipper. In our initial response we included copies of the 3 estimates the shipper kept revising as they were adding items to their inventory (shown as Article List on the estimates) during the quoting stage, [1) $4,795, 2) $4,976,3) $9,648.50]. However, the total charges were $11,293, as per the Interstate Bill of Lading so it is a bit disingenuous that shipper states I paid over $11,000 - 3 times the original estimate,as their last estimate after adding items to their inventory during the quoting stage and prior to pickup was for $9,648.50.   
  
  In closing, there is nothing further we can assist with and neither can the BBB. Thank you
  

  Customer Answer

  Date: 02/15/2023

  I see no pictures of my inventory attached to this response.

  However, at this point, I am washing my hands of this entire thing.  I have already given the company a very poor Yelp review in addition to warning friends and acquaintances to avoid them.  This is not a company I would ever do business with again.

  I never got reimbursed for the phone cord and charger I had to purchase as a result of the theft of mine.  And, in going through my things, it appears as if I am missing a glass table. It is taking time to see where everything is, and this missing piece of furniture is simply another thing to add to the list that negatively impacts this company.

   

  Sincerely

  *****************************

   

• Initial Complaint

  Date:02/07/2023

  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.

  On Jan 24th I contacted international van lines to get a quote on moving. The **** ******************************* did a full inventory of my belongings. He then gave us a quote to move our furniture. We were told and shown that this was a BINDING quote and nothing would change as long as we did not add anything that needed to be moved or was not on the inventory list he put together... ONCE AGAIN>> HE PUT TOGEHTER. On Feb 1st the movers came and loaded approx half of our furniture. Then they called and said they cannot move any more because they underestimated the size of the move. We needed to pay them an additional $1600 dollars. I tried to explain that they did the quote, they inventoried the furniture. Any under estimating was their issue since they were 100% in charge and responsible for it. I had no input on it. They refused to unload the existing furniture or load anything additional until I agreed to pay the additional funds.This is pretty much the definition of fraud. I called and spoke to several people at the company. All of them would not help me. I have NO issue with paying what I was quoted. I want the additional $1600 I was charged given back to me immediately, Attached is the Binding Quote given to me. It even says it is binding unless I add merchandise not listed.. which I did not. It is not MY fault your estimator under quoted.

  

  Business Response

  Date: 02/08/2023

  We are responding to this matter regarding interstate moving / transportation services forwarded to ** by the BBB. Before the shipper filed a BBB complaint, they had already contacted our *********** about thinking they were being charges incorrectly. One of our Account Mgrs. sent the shipper an email on Feb 6, @ 10:50 AM advising them that we (the *********** ) will request the documents from the driver to review. We have included a copy of that Feb 6 email along with our response. Our *********** Compliance Dept Mgr. will be conducting the review and will contact the shipper directly to advise if any errors or inconsistencies have been discovered during her review of the shipping documents. Thank you 
  

• Initial Complaint

  Date:01/22/2023

  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.

  Move #: C4388916 Furniture picked up on November 10, 2022. Furniture delivered on January 16, 2023. I filled out an online inventory form that was extremely specific and asked for details such as number of pieces in sectional, if a table was regular or extra size. For anything that I believed was larger than normal, I indicated larger than normal and have record of this. When the pick up crew arrived, they told me after most of my belongings were loaded that instead of the quoted amount of $8952, I owed $12,342. The reason he gave to me was that my belonging were larger than normal size. He listed examples like the elliptical, the outdoor section which I listed as 5 piece per the sheet. Due to the price, I was unable to have them take my kitchen chairs and a bench, power washer, 2 carpets, and a patio table. I called the following day and complained and they told me they needed 10 minimum business days to research. From November 11 to January 15, I sent them at least 4 emails, called them at least 3 times asking for updates. I was told once that they had to do a physical audit because it appeared i had more items than what was in the inventory. The movers have to count each physical piece so if it's 5 pieces for a sectional, it's 5 items on the inventory but my inventory list indicated 1 five piece sectional. Another example, they counted a bedframe as 4 pieces but on the inventory list, it is 1 piece. On delivery day, they finally got back to me and said they would deduct $2000 off. However, the final amount was still $1218 over the inventory amount. In addition to this, they told me that my belongings would be moved to the room of my choice but the mover moved ALL boxes to the main floor and said he would not move them once he set them down. All of them were clearly labeled, and I showed him and his helper where each room was. I want my $1218 back plus the $75 stair fee. The contract states first flight of stairs is free and the stairs inside are free.

  

  Business Response

  Date: 01/25/2023

  We are responding to this matter forwarded to us by the BBB.When all is said and done, in their complaint the shipper mentions they would deduct $2000 off. Along with this response we are including a copy of the Interstate Bill of Lading signed by shipper on day of origin pick-up and upon delivery,and there we have highlighted to show that indeed at destination the amount due upon delivery was reduced by $2,000.00. However, in an email the shipper sent to our *************************** Mgr. on January 17, the shipper requested we meet them halfway on the additional charges pending. After our *************** received the pickup and delivery documents back at the *********** and were examined by our ***************. Mgr. she decided to comply with the shippers request.This matter has been resolved. Thank you
  
  

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18879745
  
  I am rejecting this response because I sent 4 messages to IVL asking them to review the updated contract and if they agreed to the additional terms within the contract. They did not reply until the following week after I send a message saying I was rescinding my offer to meet them halfway. I shared additional pictures showing that most of the boxes had been dumped on the main floor vs. moved to the rooms indicated on the boxes. I also realized after going through the documentation again to see what the rules were around where the boxes would go that they never confirmed why I was stil $1200 over. They just said I had more volume but their estimate clearly states that the contract is binding and is based on the items I listed. It would only go over if I had more items listed or the items were bigger than the standard size. None of my items except for two kayaks were oversized by $1200. I also paid $300 extra for the kayaks. In fact, I had to reduce my items. They said I had higher volume but there is a discrepancy on how they list out items vs. how their estimating software lists. For example, they listed a 5 piece sectional as one item but the mover's inventory lists this out as 5 items. A bed frame is 4 items because there are 4 bars but it's technically one bed frame. They even took all of the cushions off of the couch and put them in a box and told me this was an additional item. However, nowhere in the paperwork did they say they would count the couch as one item and the cushions would be boxed by them and counted as a second item. They are just very good at being tricky and know exactly how to upcharge the amount when you're vulnerable and they have all of your personal belongings.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/09/2023

  This will be our 2nd and final response. In our previous response we submitted a copy of the carriers Interstate Bill of Lading where we highlighted that the carrier had reduced the final charges by $2,000 but if the shipper now feels that is insufficient they will have to discuss that directly with the carrier who handled the moved and collected the monies. Our *************************** Mgr. made a sincere effort to assist the shipper, but neither the BBB nor IVL are unable to force another carrier to pay out monies they feel are unwarranted. Therefore, there is nothing further we can assist with. Thank you
  
  

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18879745
  
  I am rejecting this response because I signed a contract with International Van Lines and neither company has been able to share a reason why the amount was still $1200 over the binding estimate. I agreed to the $2000 because I was under duress and they said that they would not unload my furniture unless i signed the contract. They told me I could incur additional storage fees and fees for the moving company to come back again.

  This particular carrier has many complaints in this area and its up to IVL to research and find more reputable carriers that arent out to steal peoples money. I also paid to have my furniture delivered to room of choice and that didnt happen. 
  

  They owe me $1200 and are lucky I am not also charging them for having to move 30 boxes myself and also for the 7 pieces of furniture that didnt get moved because they said it would cost me another $3000 even though it was on the binding estimate.

  Just very shady and speculative business practices and from what I am reviewing, Im one of ****s. They should be shut down. They are like the mafia. They hold your belongings and charge you and intimidate to get more or keep more money. 

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

• Initial Complaint

  Date:01/13/2023

  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.

  After having done online searching for a good moving, IVL was on the top choice on my list. It was a big mistake. After going through inventory check room by room, I was told the estimate was under $6000. In the pickup day (11-28-22), someone from ******************** services ( then I realized IVL was just functioning as a broker) told me the estimate was away off the ***** I had to make a hard decision to throw out many pieces of furniture away (not moving) . Even though the total cost was $8421. The story did not stop here. When the furniture arrived (12-9-22), I found many pieces of the furniture accessories were missing and some furniture got damaged. The cost was supposed to include unpacking and re-assembling of the furniture. However, the delivery company (Cargo-express) just left much of furniture unassembled due to missing parts. When I contacted ***, they said I must contact the mover (HRS), but the latter just gave me a website for filing a complaint. It has been over 1 month; I have not heard anything yet. There is no response from HRS either. It has been very bad experience with IVL and its partners. Before having signed a contract, they acted like the best caring businesspeople in the world. Once having got customers' money, they all disappeared. My experience could serve a reminder dont true some online review. I hope this industry should be closely monitored and regulated.

  

  Business Response

  Date: 01/18/2023

  We are responding to this matter regarding interstate moving / transportation services forwarded to ** by the BBB. Along with this response we are including a copy of our Binding Moving Estimate this shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 11/25/22 @ 1:35:53 PM (ET). There, we have highlighted portions of the terms and conditions that are pertinent to this complaint. Although ******* starts their complaint by saying they I was told the estimate was under $6,000. But instead, the shipper was not told, he was sent an estimate which they acknowledged reading and agreeing to prior to signing, where we have highlighted to show the total estimate is $6,583.01 (not under $6,000 as shipper alleges in his complaint). . The shipper goes on to say IVL was just functioning as a broker, but on the estimate, we have highlighted that IVL is an FMCSA-authorized household goods motor carrier as well and as an FMCSA-authorized broker, and in the event of a scheduling issue we will arrange for the transportation with another FMCSA-authorized carrier. And, unlike companies that are just brokers, we obviously remain in the loop with the assigned agent and the shipper.
  
  We are also including a copy of a Nov. 26 email correspondence sent to shipper by our assigned Account Mgr. reminding the shipper of the scheduled pickup date at origin chosen by the shipper and the name of the moving team that will be arriving. ******* also says that their total cost was $8,421 but fails to mention the overages that exceeded what is shown on the agreed to estimate which was what was originally disclosed to us during the quoting stage. We are also including a copy of the carriers transportation documents and have highlighted to show on the carriers Consolidated Bill of Lading Freight Bill, that on day of pickup at origin (11/28),the shipper signed for an additional 215 cubic feet of volume. On the carriers Revised Written Estimate, that was done onsite, we have highlighted to show that on same day (11/28) the shipper signed and agreeing to an increase of volume from the originally agreed to **** cubic feet (on the signed estimate) to now a new estimate of **** cubic feet also showing all the additional items/ pieces that increased the shipment to the new volume.
  
  
  Going back to the Binding Moving Estimate, we have also highlighted to show 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 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, This estimate shall become binding to the volume and price per cf once you have made your deposit ." Therefore, the shipper was charged accordingly.
  
  In regard to damages or missing pieces, we are including emails and text from and to shipper by our Account Mgr., the carrier, and the carriers insurance company that is processing the claim.
  In their complaint the shipper also says the cost was supposed to include unpacking and reassembling of furniture. However, the delivery company (Cargo Express) just left much of the furniture unassembled due to the missing parts. In regards to the some of the furniture being left unassembled, since we were not present we cannot comment or verify if this is factual, therefore we will allow the shipper to address that directly with the carrier now that they are in contact. But, in regards to the unpacking on the agreed to estimate we have highlighted the shipper chose a self-pack option and also highlighted where it shows that unpacking is an option (not included in the services) but you add to the services at a cost.
  
  Lastly, ******* also says, When I contacted ***, they said I must contact the mover (HRS), but the latter just gave me a website for filing a complaint.It has been over 1 month; I have not heard anything yet. There is no response from HRS either. However, in the email correspondence that we are including along with this response, in the Dec. 12, 2022 email, it shows that our assigned Account Mgr. was responding to shipper with the carrier in-copy apologizing for the experience so that the carrier can send shipper their claim filing instructions  . There was nothing sent to shipper from IVL with a link to a website for filing a complaint. Shortly thereafter, the carrier sent the shipper a text to shippers phone with a link to their insurance companys claims processor where they can also file a complaint if need be, which weve have also included along with this response. The other emails weve included are between the shipper and the carrier who is acknowledging receipt of the shippers claim.   
  
  Although we are sorry how the shipper feels about his experience, but as shown, there are also many inaccuracies in the shippers comments. Thank you  
  
  
  
  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18810491
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 01/27/2023

  IVLs explanation greatly dodged some key communication through phones and some details of their responses that led us think this might be IVLs tactic to misled its customers without leaving finger prints. A week before picking up, I called IVLs coordinator *********************** 3:42pm (CST) on Nov 21, 2022 to update the inventory. On the phone, she said the all cost would be $59xx something based on the estimation. She did say the final figure would be based on onsite calculation. She ensured me this would not too far away from the estimation if there is no much change
  However, on Nov 28, 2023 (pickup day), the ******************** Services (HRS) showed up my door said they are responsible for picking up. This was not what I was told before. I thought IVL staff came to pickup. Anyway, HRS then told me the estimation was totally off ***** For example, my office desk alone costs at least $2500 to ship. We were in disadvantaged situation and had to make a quick decision what to do with it.  That figure was away beyond what we could think of. So we decided to give up the deck shipping among other things. Even though,the final cost raised to $8,421. By that time, we completely understood what its away off **** means to us.
  *** explained we obviously remain in the loop with the assigned agent and the shipper. That is not a truthful statement at all. After I got stuck in such a bad situation(damaged and missing furniture), I have made numerous calls but they neither picked up my called nor returned my phones (thats not the case before shipping. I have all phone call records to prove), except for a sorry email on Dec 12, 2022, telling us to filing a complaint. Since having filing a complaint on December 10, 2022, so far I have not received a formal response other than it is under review. We reached IVL for help, but meet no response. (again phone records will provided per requesrt)
  The calculation is another misleading subject. When we did estimate over the phone, all calculations were based on furniture pictures in each room plus number of boxes (small, median, and largeI would assume it should be consistent with box size labeled and sold by U-Haul or ************ I believe it is a fair and straight forward method to count shipping items. On the pickup day, HRS was talking about cubic volume all the time. There is no way for us to convert all moving items into cubic volume on the pickup day. It left us no choice but to sign and accept whatever they imposed us on the spot.
  
  IVL goes on Please note, if the shipper decides to add any services after the agreed upon quote they will be charged accordingly. IVL largely omitted the fact that a couple of large items were dropped off the shipping list as previously explained. The total added boxes were about 10. The number doesnt really add up. I agree with HRSs conclusion the estimation was totally off ***** This is undeniable facts stated by HRS, we agree with them. If this is not a misleading, what is the definition of MISLEADING?
  IVL continues providing inaccurate information regarding packing. During the initial conversation and estimation, *** coordinator clearly told me they will pack, dissemble, unpack, and reassemble all furniture without extra-charge. The packing charges only apply to anything else other than furniture by IVL. The delivery company (Cargo-Xpress) did not unwrape and reassemble most of my furniture due to some missing accessories. I had to pay for some service (promised by IVL) which we have not received. Unfortunately,*** failed to acknowledge that important facts.
  It is surprising to learn IVLs sophistry about the unassembled furniture. *** claimed since we were not present we cannot comment or verify if this is factual. Here is the key problem. We signed the contract with IVL. Whoever they sent over should represent IVL.  Either HRS or *******press was a part of contract and not even mentioned in the contract.  If IVL really wants to know the truth, it can easily either dispatch its staff or do a Zoom inspection as these furniture are still in unassembled situation. If IVL wants to know the truth, they will find the true. Up to date, most unassembled and damaged furniture are still scattered in our new home (see the attachment)
  
  I am very disappointed that IVL twisted the facts
  They made the estimate away off ****, serving a bait to lure prospective customers
  They did not explicitly disclose IVL will use their contractor/ 3rd party to do the job in the up front.
  They gave customers false impression there is no extra cost for furniture wrapping/dissemble/ reassemble
  They literally escape the responsibility for unfulfilled job, missing parts, and damaged furniture.  
  They dont even try to verify what happened by making ridiculous excuse (they were not present and can not verify)
  I have contacted HRS numerous times (see the attachments) after Dec 9, 2022, but no response. *******press said its not their problem. I did got email from *************** (IVL), but all she said was to file a complaint. As I have not received any response from all parties involved, it is reasonable to hold IVL accountable, because this is the company we have signed the contract with. 

  

  Business Response

  Date: 02/09/2023

  This will be our 2nd and final response to this matter. In our initial response we submitted a copy of the estimate that the shipper acknowledged reading and ageing to prior to signing. And yes, based on the agreed to estimation which was based on the information received by the shipper during the quoting stage the cost would remain the same as the estimate.But again, the shipper fails to mention,
  the overages that exceeded what is shown on the agreed to estimate which was what was originally disclosed to us during the quoting stage. In our initial response we also included a copy of the carriers Consolidated Bill of Lading Freight Bill,and there we highlighted to show that on day of pickup at origin (11/28), the shipper signed for an additional 215 cubic feet of volume. On the carriers Revised Written Estimate, that was done onsite, we have highlighted to show that on same day (11/28) the shipper signed in agreeance to an increase of volume from the originally agreed to **** cubic feet (on the signed estimate) to now a new estimate of **** cubic feet also showing all the additional items/ pieces that increased the shipment to the new volume.
  
  Going back to the Binding Moving Estimate, we have also highlighted to show 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 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, This estimate shall become binding to the volume and price per cf. once you have made your deposit ". Therefore, the shipper was charged accordingly.
  
  If the shipper is under the sense that the BBB can coerce a company to give unwarranted monies away, they are misinformed. But, if the shipper feels that the carrier over charged them even after the shipper agreed to all the overages charges for the additional items the shipper decided to move, then they are fee to contact the carrier directly, whom they have been in touch with. But from our end there is nothing further we can assist with. Thank you.
  
  
  
  
  
  

• Initial Complaint

  Date:01/11/2023

  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.

  IVL failed to honor their contracted pickup date for the move; damaged several items; lost crucial bed hardware (for which they left me to fend for myself); and failed to provide an acceptable settlement.

  

  Business Response

  Date: 01/12/2023

  ** are responding to this matter from last year forward to us by the BBB, that has already been addressed with the shipper long ago back in March 2022. Along with this response we are including a copy of the Binding Estimate that the shipper signed on 3/25/2022, there we have highlighted to show the shipper chose a Move Date (pickup at origin) that being 3/30/2022. When the ******* and the moving team arrived at shippers residence on 3/30, some of guys walked off the job after several racial slurs were made by the customer and the continuous arguing from the customer with the team. The ******* offered to come back later in the afternoon with another crew, but ******* said come back tomorrow (3/31). Shortly after (on 3/30) the shipper contacted ********, our assigned Account Mgr. and was requesting some kind of reimbursement because some of the guys had left, but ******* reminded the shipper that the ******* had offered to come back in the afternoon with a different crew, but ******* said come back tomorrow, so no reimbursement will be forthcoming.  
  
  ** are also including a copy of the Interstate Bill of Lading that shipper signed on 3/31.
  
  In regards to loss or damages in-transit; the shipper requested a claim form which was sent to the shipper and later returned it to our *********** Mgr. But, the shipper was requesting more monies than justified.  On the Interstate Bill of Lading that weve included we have highlighted to show there are 2 options for coverage of items being transported. Option 1 is FVP (Full Value Protection) which requires a premium to be paid, & Option 2 Lower Release Liability that pays $0.60 per pd per article at no cost to shipper. This shipper waived Option 1 (FVP) and instead chose Option 2. ** have also included a copy of a **lcome email that was sent to shipper at inception (Jan 5, 2022). On there we have highlighted to show the attachment which included a 3rd party insurance Cover letter & insurance application. As also highlighted on the 2nd page of the estimate beneath; The following services ARE INCLUDED in your move Basic Liability ($0.60 / Ib per article) for any additional coverage please advise your sales rep. ** can only assume the shipper was unwilling to pay the 3rd party insurers premium and instead opted for the no cost lower release liability of $0.60 per lb.
  
  In closing, this has all been explained to the shipper, but months later the shipper decided to file a complaint, but this matter is beyond the BBBs scope. There is nothing further we can do. Thank you
  
  
  

• Initial Complaint

  Date:01/10/2023

  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.

  This company is not who they claim to be. Their 5 star reviews online are fake. It has now been 3 weeks and all of our life's possessions still have not arrived. Everyone you call leads to a dead end. Every text/call/email you get back leads to a generic message that the package is en route, or they provide a name/number that is out of service. Stay away from this company.

  

  Business Response

  Date: 01/11/2023

  We are responding to this matter regarding interstate moving / transportation services going from ************. over to ******, **, that was forwarded to ** today (1/11/2023). First we want to mention that with the high volume of moves we handle it is quite difficult to pull up a shippers file when the name of the complainant is not the same name as on the estimate and or no job # is provided.
  After much research we were able to determine the actual customer. Therefore, along with this response we are including a copy of our Binding Moving Estimate that the shipper (***********************************) acknowledges reading and agreeing to prior to signing on 12/20/2022 @ 11:04:36 PM (ET).There we have highlighted a couple of sections that are pertinent to this matter. The shipper chose a Move Date (origin pickup) of 12/21, and we have also highlighted ESTIMATED DELIVERY FRAMES which clearly explains that a delivery can take up to 21 business days from your first available delivery date (which is chosen by shipper). There it also states; "Please be advised that the Requested Delivery Date is a request but not a guarantee.
  
  This shipment was pickup from shippers origin address on 12/21 (just as requested) and shipper chose an FADD of 1/2/23
  
  We are also including copies of email correspondences dating from January 1st -10th that were sent from and to the shipper and complainant regarding updates of shipment. In one of those correspondences on January 10th our CS person advises shipper &complainant that shipment is in transit and provides the driver's name and phone number as previously requested.
  In speaking to the assigned carriers office today, they have advised us that the delivery will be completed within 2-3 days. The shipper chose an FADD (First Available Delivery Date) that they can accept shipment, being Jan 2nd . Now that ******* has been provided the drivers name and phone #, they are able to speak to the driver directly (when he is not driving) to get a more specific date and time. But in accordance to the agreed to ESTIMATED DELIVERY FRAMES, it appears this shipment will be delivered well within the 21 business days the shipper acknowledges reading and agreeing to.
  
  Lastly we are sorry the complainant feels we did not meet their expectations and truly sorry for missed phone calls. Thank you 

• Initial Complaint

  Date:01/07/2023

  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.

  We have moved from **** ** to ******* Ill. We used International Van Lines to move household items. Several items were damaged and a $7000. Harp is missing. The company does not answer phone calls and the online process is so tedious it is near impossible to navigate without help. Before contracting and exchange of payment every phone call was answered. Since then no one answers or returns phone calls.

  

  Business Response

  Date: 01/09/2023

  We are responding to this matter regarding interstate moving / transportation svs. forwarded to ** by the BBB. We are sorry that some of the shippers items experienced some damage in-transit. We have included along with this response a copy of a December ******************************************************************************************************************************************* following-up, we have also included an email sent to the shipper on December 22 with the claim instructions.
  Regarding the missing Harp, we have spoken to our Hub Mgr.in **. who has advised ** the Harp has been located and they will be contacting the shipper to arrange delivery of the Harp. 
  We are sorry for any inconvenience. Thank you.
  

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18701350
  
  I am rejecting this response because: Nowhere in the companys response is there any mention of how and when we will have the harp returned to us. Also until we receive it without damage can we be satisfied on that matter. Regarding the harp as a side issue. It is interesting we only got a response after involving the Better Business Bureau.

  Regarding the damaged items. The claim process is so painful we had hoped a person from the company could help walk us through it. The process is so tedious I imagine many legitimate claims never get satisfied.   

  
  Sincerely,
  
  ******* And *******************

  

  Business Response

  Date: 01/18/2023

  We are responding again to this matter forwarded to ** by the BBB today 1/18 @ 1:23 PM. Unless there is a delay of when a complaint is made, to when it is forwarded to us by the BBB, this is very odd. Not only was this harp already delivered to the shippers home, the carrier told us that the shipper was so excited to receive it, that they started to play the harp in front of the driver that made the delivery. Also, the delivery person took a photo of the harp in front of the shippers home as they were making the delivery and we have included a copy of that photo. Thank you
  

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18701350
  
  I am rejecting this response because: overlooked by International Van Lines is the damage to other items. My wife found it so difficult to even understand the requirements for a claim. That is why I got involved. We need an explanation of just what is needed. 
  

  Regarding the Harp. It belongs to our daughter who lives in an apartment and doesnt have room for it. I only inspected it for damage. I have never played a harp in my life. Either the driver is being dishonest or the respondent is. I still think it is an odd thing that the harp is found just after the BBB complaint is made. 
  

  We have two broken clocks, broken glass in a cabinet, a damaged door on another cabinet, a damaged rocking chair. 
  

  My wife had to stop the person packaging the clocks because he had no idea what he was doing. Had she not intervened no tellingly how much further damage may have been done if he was not stopped.

  When the driver dropped off our goods he showed up alone. He spent many hours unpacking and failed to finish reassembling everything despite the fact that extra was paid for that. I was shocked to hear him ask my wife for a tip.

  
  We need to hear from someone who can explain the process of the rest of our claims. The contract seems to be written by lawyers who specialize in confusing jargon. Without any compensation for damages to our goods we wont be satisfied. 
  

  It seems reasonable to expect professional movers to deliver household goods in the same condition they were picked up, or make necessary repairs and or restitution.

  
  
  Sincerely,
  
  ******* And *******************

  

  Business Response

  Date: 02/14/2023

  This will be our 3rd and final response to this matter. Regarding the Harp the shipper seems to imply that the warehouse located it and delivered it because of a BBB complaint when in fact the warehouse had located the Harp and delivered it as soon as they discovered what shipment it belonged to and quickly delivered it. The responder and the delivery person are not the same and the responder was merely stating what the delivery man informed the home of. Whether the recipient played the Harp or not, the point was that we were pleased to have located and quickly deliver it, and so was the recipient equally or pleased to have received it. However, the shipper is rejecting our response because: overlooked by International Van Lines is the damage to other items. My wife found it so difficult to even understand the requirements for a claim. That is why I got involved. We need an explanation of just what is needed..However, even before the shipper ever made a complaint about the Harp, on Dec. 21, 2022 @ 12:27 PM our ** **** had already sent the shipper an email acknowledging the damages and advising the shipper that within 48 hours they will be contacted with instructions on how to file their claim. On Dec. 22, 2022 @ 6:10 PM, our Compliance **** Mgr. sent the shipper an email with instructions on how to file their claim, and today Feb.14, 2023 @ 12:54 our Compliance Mgr. sent the shipper another email reminding them of the claim instructions that were sent to them on Dec. 22 and that they see that ******* submitted shipping details to the claims processor, and since then the claims processor has sent the shipper 2 emails they have received and verified the shippers contact details and sent a link to the shipper to click on to file their claim, but to date the claims processor has not received the shippers claim package. In that Feb 14 email our Compliance **** Mgr. is also offering assistance if the shipper is having a difficulty with filing their claim.
  
  We are including copies of all 3 emails sent to the shipper mentioned above. So,when the shipper is now complaining that IVL overlooked their damage, but that indeed is not a factual statement. In their complaint the shipper is now saying himself; My wife found it so difficult to even understand the requirements for a claim. That is why I got involved.. therefore, that obviously implies that claim instructions were indeed sent to the shipper. So why not simply send an email to the ** person or the Compliance **** Mgr. (who is in communication with the shipper) simply saying they need some help in filing their claim?  Just for clarification, the shipper might be mistaken of what the BBB is, but they are  not our claims **** and neither can they help the shipper file a claim. Maybe the shipper will respond to the most recent email sent to the shipper today offering assistance if they need it. Thank you . 
  

• Initial Complaint

  Date:01/07/2023

  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.

  International Van Lines treated me in the worst possible way! They gave me a quote door to door and then started to charge me for many other things. When they want to get your business, they are very nice at first. Then they start brokering your business to another company and they tell you that we are the same company. They lied to me so much, I don't even know where to start! They destroyed our life for 2 months! Every time I called them they would talk to me even worse! I don't trust this company whatsoever! They are liars and zero customer service!

  

  Business Response

  Date: 01/09/2023

  We are responding to this matter regarding interstate moving / transportations services going from ********, **. over to ***************,**. that was forwarded to ** by the BBB.
  Along with this response we are including a copy of the agreed to Binding Moving Estimate ,and are also including a copy of the pickup and delivery moving documents, that ******* signed at origin pickup on 11/20 and at destination delivery on January 5 (exactly as shipper requested).
  
  The shipper is being disingenuous when they falsely state, They gave me a quote door to door and then started to charge me for many other things. The shipper needed an additional wardrobe boxwhich they were only charged an additional $94.09 which included the box itself and the labor to pack it. As we have highlighted on the Binding Moving Estimate, 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 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".
  
  Therefore, the shipper was charged accordingly, and furthermore, was not even charged for additional volume of that wardrobe box,which does not match what the shipper alleges;   then started to charge me for many other things.
  The total agreed to estimate was for $7005.51,and as we have highlighted the estimate, and on the Interstate Bill of Lading, we have highlighted that the total charges were $7099.60 (a $94.09 difference).
  
  We have also included a copy of an email correspondence sent to our *********** by the shipper on Dec 12, now finally confirming his delivery address, and although the shipper had a TBD (To Be Determined)destination and was not sure what the final destination address would be, we were still able to incredibly accomplish a January 5, 2023 delivery, exactly as requested by this shipper
  
  In closing, we are sure not what the shippers issues are (maybe the very justified charge for the wardrobe box ?), as this pickup and delivery went flawless and deserving of applause rather than a spurious complaint. There is nothing further we can add to our resposne nor anything further we can do. Thank you
  
  
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18701375
  
  I am rejecting this response because:

  Hope all is well! Unfortunately I wasn't able to attach all my screen shots through the website, so I am emailing directly. I reject their response! Unfortunately I am an end user going against a large firm that has all the different capabilities to respond to you! I am not a professional in this field, so with my simple words I want to let you know that International Van Lines treated me so unfairly! They spoke down on me, added money to the quote and threatened me many times! One thing for sure is that the cross country moving has a bad reputation. Once they get your belongings, they try to make more money from you! They were extremely rude to me! I has to fight for my right every single time we talked! I screen shot several conversations and emails that they sent me so you can read and see they said! The worst of it all was however rude ****** and **** were to me! They treated me like trash!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/13/2023

   This will be our 2nd and final response. In our initial response we showed how the shipper is being disingenuous when they falsely state, They gave me a quote door to door and then started to charge me for many other things. With signed documents we showed that the shipper needed an additional wardrobe box which they were only charged an additional $94.09 which included the box itself and the labor to pack it. The shipper was charged accordingly, and furthermore, was not even charged for additional volume of that wardrobe box, which does not match what the shipper alleges;  then started to charge me for many other things.
  The total agreed to estimate was for $7005.51,and as we have highlighted the estimate, and on the Interstate Bill of Lading, we have highlighted that the total charges were $7099.60 (a $94.09 difference).
  
  Lastly, and as mentioned in our initial response, even with the shipper making changes to his final delivery address, this pickup and delivery went flawless and deserving of applause rather than a spurious complaint. There is nothing further we can do. Thank you
  

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18701375
  
  I am rejecting this response because:

   

  This business treated me unfairly and took advantage of the my kindness! This business takes advantage of most of its customers. All you have to do is go on the internet and read their reviews! They are rude and they talk down on customers! I kindly ask the BBB to consider my complaint and make sure that IVL pays for the way they treat customers! I appreciate your help on this matter! 

   

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

• Initial Complaint

  Date:12/28/2022

  Type:Order 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.

  Broke/damaged nearly every piece of furniture we owned except for our cloud couch, sleep number bed with cloth headboard & small loveseat.Sales person seemed responsive & knowledgeable.Yet once we signed our nightmare began.Many items left behind-dyson vacuum x2, iPads, vases, etc. (Our realtor helped as wed already moved out of state but she left near endentire ************** were supposed to be emptied). Once we realized items were left behind we had a difficult time getting a hold of anyone for 2 days (Sales, *****-primary contact, or actual movers) by which time our items were already in **. Final price was 30% higher than initial estimate which was after an onsite walkthrough! Originally ~$8700k & final bill ~$12k.Less than 24 hours notice for expected drop off. No adequate tools or local help so they requested us to help unload & assemble several items.We paid extra to bifurcate loads for a second drop off location yet nothing was separated.Our Bowflex was not assembled & tested,when we did so it was inoperable.Several items were either not assembled as paid for or too broken to be assembled;they refused to take the broken furniture.They also broke several items that we had professionally packed.We paid another ~$900 for 1-800-junk to remove all of the broken ****************** Weve sold & moved 4 homes since 2015 & this is our first claim, EVER! Weve never been told to purchase 3rd party insurance in any moves & were not recommended on this move. I spoke with moving rep on 11/15/22, after demanding in an email for someone to call asap when we realized that several items were damaged, she asked if we had 3rd party insurance, I said no and that it was not recommended to me to purchase. Her reply was that it was in the ****************** insurance was either $0.60 or $1.00 per lb. Our Restoration Hardware shelves were over $8k alone. As mentioned, our contract was purchased through IVL International Van lines which they then subbed out to Wayflowers.

  

  Business Response

  Date: 01/02/2023

  We are responding to this matter regarding interstate moving transportation services forwarded to ** by the BBB. We are sorry for the shippers experience but wanted to check with the carrier who was assigned to provide services. Along with this response we are including a copy of the Binding Moving Estimate that the shipper acknowledges reading and agreeing to prior to signing. There we have highlighted certain portions that would be pertinent to this matter. During the quoting process the shipper provided us items / pieces being transported. That shows under Article List/ 93 Pieces. This created an Estimated Volume of 926 cubic feet as seen on the signed and agreed to estimate. On page 2 of the signed and agreed to estimate, we have also highlighted; 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 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".
  
  When we contacted the carrier and advised them of this shippers complaint, they sent us an email dated December 28. which we are also including along with this response. In their December 28 email they advised us that the customer was not at pickup, the mentioned missed items were on the counter set as personal items, the Realtor misunderstood customer and asked our guys to leave it. The carriers email also states that they offered to stop by and pick these up, we had trucks for 2 days in that area, we did not get a response. We checked our phone records; we do not have any missed calls from the customer. They also say the moving cost were discussed with the customer by text before job starts.
  
  We are also including copies of the carriers Interstate Bill of Lading Contract, and their Household Goods Descriptive Inventory. There we have highlighted to show that top righthand side of the Interstate Bill of Lading Contract the shipper had additional volume of 274 cubic feet which was billed at the binding rate found on the signed and agreed to Binding Moving Estimate. At the bottom of the Interstate Bill of Lading Contract, the shipper signed on the day of pickup that being 10/12/22. On the 3 page Household Goods Descriptive Inventory it shows a total of 210 pieces (not the 93 pieces on the agreed to Article List found on the agreed to Binding Moving Estimate. 
  
  In regard to items damaged or not being assembled; The carrier forwarded us an email they sent to shipper on December 30 after unsuccessfully attempting to contact the shipper by phone. Aside from any apologies for damage in-transit or inconvenience, they also provide claim instructions to the shipper. Hopefully by the time this response is viewed by the shipper, they have communicated with the carrier for resolution. Thank you
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18648200
  
  I am rejecting this response because:
  Although some of their response is directionally accurate our full experience has been unacceptable. By tomorrow Ill have submitted my third claim for reimbursement and their system (likely purposeful) does not keep any of the previous submission if you dont do it exactly right, so I have to start over. Its taken nearly three hours each time to submit all the required information. Our damages, items beyond repair or lost, equates to > $20klet alone the additional ~$900 we spent to haul it away, and the nearly $12k we spent to have our items shipped (again more than 30% higher than an onsite bid (and we shipped LESS items after their walkthroughgave away multiple chairs, Queen log bed, mattress x1 and a handful of food storage boxes). I absolutely want to keep this claim open until they provide their intended payment reimbursement for damages caused by their company. In advance, thank you for your time and support on my claim. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/18/2023

  This will be our 2nd and final response.Regarding the shippers claim with the carriers insurance company, IVL has absolutely no control over another companys insurance or the pace at which their insurance processor, processes claims. We also have no control over the amount of settlement the carriers insurer will pay, that is dependent on what level of valuation the shipper opted for on the carriers moving documents.
  
  However, we directed our customer service ***** to contact the carrier and alert them that the shipper is now upset that the claims process appears to be delayed. Along with this response, we are including a copy of a Jan 18th email correspondence carrier sent to us that they will contact their claims processor, as well as another Jan 18th email, the carrier sent to their claims adjuster (with the shipper in-copy)asking them update status of the claim.
  
  Lastly, although we have no control over this,  we are sorry for any inconvenience, but other than this, there is nothing further we can do. Thank you