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:12/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/4/2022 I contracted with International Van Lines for a cross-country move. When speaking with IVL **** ************************ I stressed the fact that I contracted with them as a CARRIER and asked for assurance that my move would not be brokered out to another mover. ***** assured me that IVL was handling all East coast matters, and that if IVL would need to broker the job, IVL would be 100% responsible for the brokered mover. On 10/27/2022 a brokered mover, Indeed Moving, who IVL contracted for this job, forgot to load 2 items into the truck. You will see on the final Binding Estimate dated 10/26/2022, the Articles List included "2 Dining Leaf" and "1 Rug, **** **** 8x10". These are large items that could not be boxed so they are itemized on the binding estimate. I emailed Indeed Moving on 10/28/2022 about the missed items, but never received a reply. I then reached out to *********************** at IVL for handling. She stated she was in touch with Indeed Moving who stated they would not return for just 1 or 2 items. I stated that I wanted to have the 2 leafs sent via overnight carrier and that I would be willing to forgo shipping the rug. ***** asked me to get an estimate on shipping the leafs, which estimate I shared with her on 11/14/2022, to which she stated to move forward with the shipping and send her the receipt. On 11/29/2022 I emailed her the receipt for $154.62 along with the Zelle info she requested. She replied that Indeed Moving would only reimburse $75. I told her this was not acceptable and that IVL would need to make up the difference since they are ultimately responsible for the brokered movers. I have received no response.

  

  Business Response

  Date: 12/06/2022

  We are responding to this matter forwarded to ** by the BBB.Since the assigned carrier is not being responsive to the shipper in the way we would have liked, IVL mgmt decided to reimburse the shipper for the shipping charges. ***** who was the Account Mgr. assigned to this file, advised the shipper via email, which we have included along with this response. Thank you
  

  Customer Answer

  Date: 12/08/2022

   
  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,
  
  *********************

  Customer Answer

  Date: 12/12/2022

  From: ********************* <******************>
  Date: Fri, Dec 9, 2022 at 2:55 PM
  Subject: Fwd: You have a New Message from BBB Serving Southeast ******* & ************* Complaint #********
  To: *************************************** <***************************************>
  
  
  

  Hi Anouska.
  

  
  

  Thanks so much for everything you have done on this complaint.  Is it possible to keep the complaint open still?  I have not yet received the reimbursement as was promised.  Until I actually receive the money, I would consider this still an issue.  I "accept" that they are willing to do the right thing, but it has not yet been done.

  
  

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

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

  

  Business Response

  Date: 12/13/2022

  ******* should have received a notice of a CHASE BANK refund transaction for $155. Although the monies immediately come out of our account, we have no control over when cardholders bank reflects the refund back on to cardholders credit card. That can take up to 3-5 business days. There is nothing further for us to do. Thank you 

  Customer Answer

  Date: 12/15/2022

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

• Initial Complaint

  Date:11/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired International Van Lines for a long distance move job from Brooklyn ** to ******, *****. I spoke with a ***************************** at IVL, the total cost would be $5752.01 to be paid in three installments. *he first installments was paid to ****** on May 12th for $1972. On day of pick up *************** showed up, ******************************* rep never informed me of Velocity moving company. ************** requested payment which was paid in the amount of $1890 via check. I used them because they had all my information. ************* wrapped two queen size beds, *V stand and a computer desk. On June 22nd *************** arrived at destination in *****. *he Velocity Driver requested the final payment of $1890.01 before offloading which was paid by check. After unwrapping I discovered the two queen size beds, base and air ******** destroyed, the * V stand and computer desk destroyed. At lease Five boxes missing. I submitted a claim with their insurance *********************** LLC. At first, Anthem Claim was denying my claim then they sent an offer for $210 for my loss. I had to purchased two new beds costing $13600 and *V stand $180

  

  Business Response

  Date: 11/22/2022

  We are responding to this matter regarding interstate moving / transportation 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 parts that are pertinent to this matter regarding the agent that was assigned to the move and payment method. We are also including a copy of an email that was sent by our assigned Account Mgr. informing the shipper of date and time that *************** will be arriving at their residence and ******* responded on same day with a list of additional items.
  Lastly, we have also contacted *************** regarding the damage that occurred in-transit, and they advised us they will be contacting the shipper for settlement. Thank you 
  

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18441966
  
  I am rejecting this response because: International Van Lines did not disclosed the third party moving company Velocity. I did not have a chance to check Velocity credibility. Had I known of the third party movers I would have used some one else or cancel move. I believe this is falsifying disclosure.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/05/2022

  This will be our 2nd and final response to this matter. In our initial response we highlighted parts of the moving estimate that the shipper acknowledged reading and agreeing to prior to signing. We also included an email sent to the shipper as soon as our ************* alerted the *********** of which carrier will be assigned to provide the services, and that email did indeed include the carriers name. However, we think that regardless of if the assigned carrier was IVL or Velocity, Velocity has been responsive to the matter. Regarding the in-transit damages that *** have occurred, we are also including an email that the Velocity team sent to us to advise us that the shipper also had the option to purchase additional transit insurance (on their Interstate Bill of Lading) but refused it. They however, in an effort of good faith will offer an additional $500 in compensation above the valuation that the shipper opted for on their paperwork. There is nothing further we can assist with. Thank you 

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18441966
  
  I am rejecting this response because: I only found out about Velocity on the day of pick-up, June 11th. Velocity wrapped my beds, TV stand, computer desk. The missing boxes have my deceased sons birth, death certificate and medical reports on his death. My grandsons birth certificate, christening certificate, pictures of the last days of my son alive and early days of my grandson. Most of these can never be recovered. These items are priceless to my family. The quote I got from their insurance would be the approx. cost of the complete move cost. Due to the high claims against IVL/Velocity the cost of insurance for a move job with these companies is extremely high. ************* in ******** verbally promised me the complete move job would be safe.   

  Before paying these companies they promise you the world for the taking of your business after that the problems starts. Cannot get anyone to speak with or you are sent on a phone chase.                                                                                                                                                                            These companies must be held responsible for their carelessness, they cannot take the consumer money without taking responsibility for their careless and reckless of handling the consumer properties.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This occurred during my move from ******* to ****** on March 14th to March 15th, 2022.***************** was the one who helped me setup the move, his telephone number is ************.I paid a $651 deposit before the move for an estimated move cost of $3,125.00 with the balance supposed to be paid after the move.********, phone number ************, called me and demanded that everything be paid in advance before the move, which I paid.It took over 3 and 1/2 (three and a half) months to complete the move. The first part of the move everything that can be broken was broken. The second part of the move came almost a week later. Everything was misplaced was their excuse for this. ******** phone number is *********************, he located my items.I was forced to put everything into storage as I had to get a local company to move my belongings from storage to my penthouse. *** was the driver who dropped everything off and said "it came this way," he is my witness. *************************** at the storage company is also a witness. *** said he is not with I.V.L. but with a transportation company that works with I.V.L.The company referred me to ****** at ************ who offered me $375.00. I remind you this was in the late summer when I spoke with ****** to get this far. ****** referred me to **** her phone number is ************, she is the one person that lied to me the most. I have been waiting for this check since summertime, it is already Thanksgiving weekend. She promised it in the mail, it still not come as of today. I remind you I never made a complaint in my life. I am a senior citizen, a disabled decorated ******* war veteran. I can not afford to get ripped off or lied to. This company repeatedly lied to me and repeatedly changed the rules after I was committed to them. They never answer their phones, they stress me beyond belief.dented fridge, only base of lamp was there, there were holes in my mattress, box spring is broken, office chair ripped, tv broken.

  

  Business Response

  Date: 11/21/2022

  We are responding to this matter regarding interstate moving / transportations services that the BBB forwarded to **. Bottomline is that the shipper is waiting for a claim settlement check which has been delayed due to various circumstances. Along with this response we have included a copy of the moving estimate that shows shippers delivery address. As the shipper mentions in his complaint her is a senior citizen(and does not have an email address or maybe even a computer) so everything has to be done by phone and by postal mail, which unfortunately slows down the system. ******* also mentions he is a decorated ******* war veteran and we are very grateful for his service to our country.  Claim form had to be sent to the shipper by mail and wait for the completed forms to be returned.The 1st check for settlement of his claim was sent to the same delivery address as we have highlighted on the estimate. Later when ******* contacted us to inquire about the check, that is when we found out that he wanted the check sent to another address. The replacement check was sent to new address (900 ****************. ********* ******) on November 14 / check # ****.We would appreciate it if the shipper would contact us to confirm once check has been received. Again, we are sincerely sorry for any delays in the process,Thank you
  

• Initial Complaint

  Date:11/13/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used International Van Lines to ship our belongings from *************, ******* to **********. We had a contracted rate where if a shuttle was required for delivery of our shipped goods that we would be charged .75 cents per cubic square foot, however, the subcontractor charged us $1 per cubic square foot. I paid for several months of storage and $1572 in cash the day of delivery. We were provided with a written receipt that is somewhat illegible. We have requested for weeks another receipt showing the monies we have paid, and we have been ignored. We need this receipt because my work is reimbursing a portion of our move. We provided the written receipt, but my job has communicated that it is illegible. We also had a $900 computer monitor that was wrapped in paper and put in a box which was damaged. We are seeking reimbursement for this.

  

  Business Response

  Date: 11/14/2022

  We are responding to this matter regarding interstate moving services that was forwarded to ** by the BBB. Along with this response we are including a copy of the Binding Moving Estimate that ******* acknowledges reading and agreeing to prior to signing. On the 2nd page of the signed estimate, we have highlighted beneath The following services and rates ARE NOT included in your move: (please read)
  5th bullet point states; Shuttle service..if required will be charged @ $1.00 per cubic foot
  
  We have also included a copy our Delivery Form and have highlighted, If shuttle is needed an additional charge of $1.00 per cubic foot.will be applied, and shipper signed at bottom of page.
  
  What the shipper is referring to was an email sent by one of our customer service agents where they mistakenly wrote $.075 per cubic foot for shuttle. However, that error had already been explained to shipper and the 2 documents requiring signature (Binding Moving Estimate & Delivery Form) were read and signed.
  
  However, what the shipper failed to mention is they had been in storage for some time and in light of the error, we waived the shippers last month storage fee which was well above and beyond the $0.25 the shipper mistakenly assumed they were incorrectly charged for. In addition, our customer service **** is in contact with the shipper to guide them through the claims process for item the shipper says was damaged. Thank you
  

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18399159
  
  I am rejecting this response because:
  

  Our items were picked up on June 22, 2022.  Our items were delivered on October 18th, 2022.  This is less than 120 days.  We received 30 free days of storage and paid for 3 months of storage (please see invoice at the bottom which shows paid fees of $1572 at $524 per month).  The claim by this response that we had the last months storage (October) waived is false.  Please see receipt provided by final delivery personnel.  We paid this team of two $1572 which breaks down to $1048 for shuttle and $524 for October storage.  Please also feel free to contact the subcontracted delivery personnel who can confirm this, they can be reached at: ************.

  In that invoice there is a $-1011 discount, which we have not received, unless we should expect to receive this payment. 

  In the response we received, it also states that the error of the $.75 vs $1.00 shuttle fee had been already explained to us.  This is false. This is the first that we are hearing that an employee mistakenly sent the incorrect form.  We are accused of "mistakenly assuming [we] were incorrectly charged."  Should we not take at face value the communications we receive from your employees?

  The communication we received further emphasizes the shortcomings of this company in that it appears to work by tenets of poor communication, disorganization, and dishonesty. 

  We are filling out the required forms in order to receive reimbursement for our damaged computer monitor.  We expect a full refund for this damaged item.

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

  

  Business Response

  Date: 11/29/2022

  This will be our 2nd and final response to this matter forwarded to ** by the BBB today 11/29. In regards to the Shuttle Fee;in our initial response we submitted along with our response a copy of the Binding Moving Estimate that the shipper acknowledges as reading and agreeing to prior to signing. On that signed estimate we highlighted the portion that explained if a shuttle service is needed it will be charged a $1.00 per cubic foot. We also included the Delivery Form that was also read and signed by the shipper which also states that a shuttle service will be charged at $1.00 per cubic foot. Our CS person ******** who was in communication with the shipper advised us that she had mistakenly sent the shipper an old template email that had the old shuttle service fee at $0.75. If the shipper says that ******** never explained that it was an error, we will have to take the shippers word for it, but this does not negate that the fact that ******* understood the charge at being $1.00 per cubic foot, as both the Binding Moving Estimate and the Delivery Form that were read and signed by the shipper very clearly states $1.00 per cubic foot and those were both read and signed prior to ********* email error.
  
  Regarding the payment receipt the shipper was requesting;Usually we have to wait to receive the batches of delivery bills of ladings from the delivery crews to ensure we have captured all the charges on the delivery bill of ladings to transpose onto the shippers payment receipt. But it appears since the shipper was so insistent on receiving a payment receipt,our compliance **** reluctantly produced one prior to receiving the delivery ******************* of lading. So now that we have received the delivery bill of lading at our ************ we see that the shipper paid $524 for the last months storage which our compliance **** had waived. The $1,048 for the shuttle services that the shipper also paid was the correct charge at $1.00 per cubic foot. Therefore, today our accounting **** refunded $524 (waived storage fee)back to the shippers credit card (it will take the shippers credit card company 3-5 business days to reflect this on the shippers account). Along with this response we have included both a copy of the delivery bill of lading as well as the refund transaction receipt. We are sorry for any confusion. Thank you
  
  

  Customer Answer

  Date: 12/05/2022

   
  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.  Thank you to both Better Business Bureau and International Van Lines for responding to our concerns. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/05/2022

  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 (IVN) has done a horrible job in a move overseas. I hired IVN to send two different shipments overseas. One of the shipments was delivered to the destination. However, the second one was never delivered mainly due to their incapability to do the job I hired them to do. The main person whom I had most of the communications has been *****************. I have to say that she has been unethical to say the least. *** charged me more than what we agreed upon for the first shipment without any explanation other than: "if you don't pay, we won't deliver the goods. Then, IVN was not sending the second shipment. *** kept giving me excuses for not sending the shipment: vessel delays, the initial project manager leaving the company, etc... Then, I decided to ask for a refund due to the round arounds with the second shipment on September 26th 2022. IVN owes me $9375 for the second shipment. However, **** from IVN stated that they were going to deduct $1000 because of vessel fees for cancelling. I told them that the vessel was never scheduled so how could I be charged for those fees. The same as the extra cost for the first shipment, the answer was "it is what it is". It has been over 6 weeks and I have still not received the money.

  

  Business Response

  Date: 11/07/2022

  We are responding to this matter forwarded to ** by the BBB regarding an international move to *****. As per our Terms & Conditions (paragraph 10) the shipper agreed to, deposits on international shipments are not refundable, (please see agreed to Terms & Conditions we have included along with this response). This is because coordinating an international move takes a lot of planning with different entities such as origin agents,steamship lines, ports, customs, truckers and the same at destination. The entire overseas relocation industry is experiencing many delays with vessels, customs, and ports, so the shipper is incorrect when they say; the vessel was never scheduled, but it is the steamship lines that schedule their vessels and therein lies the problem the entire industry is experiencing due to the backup & delays they are having with their vessels,and not due to our incapacity as alleged by the shipper, since evidently the 1st shipment arrived as shipper states.
  The shipper decided to cancel our services not due to anything that we did wrong, but only because they changed their mind. However, even though we have a non-refundable policy on international shipments that the shipper agreed to, we decided to refund the shipper most of their deposit,minus $1,000 but the shipper never provided our accounting **** manager with the wire information we would need to do the refund. Along with this response,we have included a response to a November 2 email where the shipper says; I have not received the wire as yet. Our *************** Mgr. responds, I did not send the wire because I did not receive the details from you. Please send me info requested (pasted below) and as I said I send right away. Other than that, there is nothing further we can do until the information requested is received. Thank you 

• Initial Complaint

  Date:10/24/2022

  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.

  This complaint is described in detail in the attached letter addressed to International Van Lines regarding IN4270475. The quotation was signed on March 12, 2022, and the shipment was delivered on August 29, 2022. In total I paid $27,770.10 for a "door to door" move which should have included full service until the goods were delivered to my new home. I provided International Van Lines the opportunity to respond to the attached letter within 30 days. I received an email acknowledgement on September 22, 2022 that the complaint was received and that it had been forwarded to a person other than the person who I was advised by their operator to address it to. I received no other communication after this. My complaint includes what I consider to be hidden fees, damage to furniture and an appliance due to lack of care taken, and in general, poor customer service including, but not limited to, failure to respond in a timely manner during extremely time sensitive events and complete lack of assistance from IVL during the final leg of the move.

  

  Business Response

  Date: 10/24/2022

  We are responding to this matter regarding international relocation services going from **** over to St. Croix. The shippers complaint about the lack of communication is not entirely accurate as we are including along with this response many emails to and from our international Logistics Mgr. as well l as from *************** Mgr. We have highlighted in one of the shippers emails she is asking; Show me where these fees are excluded from the quotation. In one of the responses from our *************** Mgr. she replies to shipper to revert back to #** of the Terms of service that you signed.Along with this response we are also including a copy of those Terms &Conditions the shipper agreed to and signed.  So it is not that no one was responding to the shipper, but rather, maybe the shipper did not like the response. Regarding the damages; the shipper never informed us about damages,but unfortunately, on ocean freight shipments rough waters at sea causes shifting of contents loaded onto a sea-container which at times can be a cause for damages. But, the shipper did purchase 3-party international transit insurance and the insurance certificate provides instructions for filing claims. However,to make it easier for the shipper, our staff has sent the shipper instructions and the 3rd party insurers Claim Form. Thank you
  

  Customer Answer

  Date: 10/30/2022

   
  Complaint: 18303281
  
  I am rejecting this response because:
  In response to the *** response:  To clarify, the questions I asked were regarding the Quotation, not the Terms and Conditions.  The Quotation document provides the price and the exclusions for that price.  The exclusions listed in the quotation I signed are different from the exclusions listed in the T&Cs, and what makes the quotation less valid?  A consumer such as myself did not understand all the hidden fees that can be covered under the term port congestion related fees which is the only exclusion listed on the quotation that the additional charges could have been categorized as, although they seem to have nothing to do with port congestion (example is general rate increase which I was specifically told fell under port congestion).  In short, I expected the quotation to cover everything necessary for the move, with the exception of crating fees, which I knew would be additional (and is spelled out as an exclusion on the quotation).  *** needs to replace the exclusions paragraph in their quotation with the exact same verbiage as paragraph 12 of the T&Cs if that is what the consumer is held to, instead of there being confusion as to what the dollars actually include.  The dollar estimate was poor, with the final cost being thousands more than quoted (in excess of 10%, so it was substantial).   When being charged substantial additional unexpected fees, I believe the consumer has the right to question them without being made to feel quilty for doing so.  I was charged redelivery fees (with proper scheduling and communication by *** between the driver and port, this should not have occurred) and chassis split (this was in addition to my already being charged a chassis fee, and why should I be paying for the carrier to return the chassis to a different location), neither of which are specifically called out, even in the T&Cs.  Regarding waiting time at the terminal for container return, again, with proper advance scheduling, this extra charge should not occur, and it is not clear it was by a trucker or drayman.  If I would have received the invoice in a timely manner (i.e. not two days after the container arrived in St. Croix and I needed to get it out of port), I would not have had to pay via credit card and therefore would not have incurred the credit card fee.  Nevertheless, I paid the additional fees in less than 24 hrs of receiving the invoice (even though I didnt agree with them)via credit card, which provides immediate payment receipt, and it still took several days to get the container released and delivered.  The credit card payment would have been several hours quicker if I could have been able to connect with someone who could tell me how to make a credit card payment online (more on this in the September 22, 2022 letter).  Regarding damages, I emailed *** a letter on September 22, 2022, which they acknowledged receipt of the same day, which included mention of the damages as well as photos, so the statement that I never informed them is not true.  They are correct that I purchased insurance; but it has a $1,000 deductible, so it is really only good for a total loss, and the time for me to have repairs estimated is not worth my effort and I will need to make the repairs myself.  Of particular concern is a freezer which is now badly scraped and subject to corrosion.  I specifically requested that the furniture be properly protected.  Appropriately padding or wrapping would have very likely prevented the damage.  Nearly all email communications throughout my entire experience with *** were initiated by me.  *** is missing the main point that the failure in communication of utmost concern was that once the container arrived in St. Croix, everything became time critical to get my container out of port and delivered. *** did not advise me it had arrived or that there was a payment issue preventing release.  They do not address my repeated attempts via telephone (trying several persons several times on several days, including the Operator and even online chat option) to expedite delivery of my shipment after its arrival in St. Croix.  Either there was a recorded message when dialing extensions directly, no operator answered, a recording sent you back to a looped message when you dialed the operator, or I was told by the Operator when she did answer that no one was in the office who could assist.  No one ever called me back even after, when I stressed how time sensitive this matter was, the Operator assured me someone would call and I left numerous voice messages. They fail to address why I did not receive the final invoice that resulted in my shipment being held and ultimately resulted in a 6-day delay while I tried to get the container released and delivered with no assistance from ***.   *** demands payment in full up front before they will even pick up your goods;however, they did not make the necessary payment to *************** even after ****** advised me that they sent their invoice to *** twice and I was on a conference call as they attempted to reach at least two different persons at *** by telephone to get this resolved (****** even asked me why no one at *** ever answers their phones).  I ended up paying ****** myself so they would retrieve and deliver the container, and approximately a month later, *** (no urgency on their end) mailed me a check to reimburse the fee I had paid to *** for this. They fail to address why they did not provide coordination in the final leg of this door to door move.  I paid a considerable sum of money to *** for an expected level of service that was not received in the final port to door segment. With all my pleas for help and efforts to move it along, *** did not step up to get my container to my door without further delay.  Where was my move coordinator and why did he not assist?  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/01/2022

  This will be our 2nd and final response. In our initial response we addressed the matter with back up information, such as emails from various ****s in our company as well as Terms of Service the shipper signed and agreed to, which shows exclusions to the estimate. Furthermore, the shipper never informed us about any damages and the 1st time we ever heard of it was only in the BBB complaint. But on the same day we received the complaint, the person in our insurance **** sent the shipper an email (on 10/24) with claim instructions which until now the shipper has not responded to. Along with this final response, we are including a copy of that 10/24 email sent with the 3rd party insurers Claim Instructions sent to shipper. Thank you
  
  

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18303281
  
  I am rejecting this response because:
  In response to IVLs latest response, attached is an email response from ************************* which serves as proof that IVL received the very detailed letter I sent to them on 9/22/22 (including mention of damages, which again was not the main concern).  I received no response to this letter to address my concerns--I had to file with BBB to get a response at all.   Based on IVL's responses thus far, I question that they even bothered to read the letter.  The letter and my subsequent responses through the BBB outline various concerns which remain unaddressed.  IVL has not taken any responsibility, offered not even an apology for the treatment I received as a paying customer, made any commitment to improve their quotation form, or addressed the communication issues which as a minimum resulted in my having to pay a credit card fee and a redelivery fee.  Again, IVL has completely missed the point that they utterly failed in communications and assistance to get my container delivered to my door and has not even attempted to address the concerns set forth in my last response, specifically why my move coordinator did not assist when this was part of the service I paid for.  As they stated they will not be addressing my concerns, this needs to be recorded as an unresolved complaint and a completely unsatisfied customer--lowest rating possible.  ********************, can you please advise my options for posting a review of this business? 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/20/2022

  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.

  I did research to find a reputable moving company for my move from ******* to ********** and found this company had a good reputation. I have a binding estimate with IVL that states "services are to be provided by International Van Lines", yet the day before the move, the company notified me that another company was handling the pick-up. This other company then took over the entire move and caused thousands of dollars of damage to my property. IVL never disclosed it was a broker.

  

  Business Response

  Date: 10/21/2022

  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 our Binding Moving Estimate that was acknowledged as being read and agreed to by the shipper prior to signing on 8/12/2022 @ 11:12:01 PM (ET). There we have highlighted parts only pertinent to the shippers statements.
  
  International Van Lines is a FMSCA-authorized household goods motor carrier. International Van Lines is also a household goods broker. So, the shippers comments are inaccurate. The same highlighted paragraph goes on to describe that in the event of a scheduling issue IVL will arrange for the transportation of your household goods by another FMCSA-authorized motor carrier.
  
  Once our dispatch **** advises our home office if IVL trucks will be handling the move, or if it will be assigned to another one of our agents due to a scheduling or mechanical issue,we immediately inform the shipper. We have also included a copy of the pickup email that the Home Offices assigned Account Mgr. sent to the shipper advising the shipper the name and date the moving team will be arriving.
  
  We are truly sorry the shipper feels this way, however, since this was already addressed by our assigned Account Mgr. with the shipper back in August, it was concerning to us that a shipper would file a BBB only for this, so we contacted the carrier to inquire of any other occurrences unbeknownst to us. They have advised us that they are working with the shipper regarding a claim the shipper submitted for damages.Albeit this shipper chose self-pack services and from the pictures forwarded to us we see that the shipper did not pack for density, meaning most boxes were only half-packed which makes it easier for boxes to crumble or sustain damages in-transit. But any of the few items that sustained damages and were packed by the carrier will be addressed as well by the carrier. Thank you      
  
  
  

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18253057
  
  I am rejecting this response because: all boxes were solidly packed. I have moved 7 times in the past 15 years, always packed my boxes and never had ANY damage. Brokerage was NOT disclosed and ********** estimate clearly states that "services to be provided by International Van Lines." They sent the job to a sub-standard company that gets its help off ********** and other non-vetted services. This was not professionally managed and the originating company should be held responsible.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/24/2022

  This will be our final response. In our initial response we included a copy of the Binding Moving Estimate that the shipper acknowledged reading and agreeing to and there we highlighted the portion on the estimate that clearly discloses that IVL is both an FMCSA authorized carrier and broker. In addition,in our initial response we explained that the shipper packed their own items and many of the boxes we only half filled which will cause the crushing of boxes as items are stacked on the truck. But we also stated that the carrier is handling the shippers claim. Therefore, we dont see what the shipper is rejecting.There is nothing further we can assist with. Thank you 

• Initial Complaint

  Date:10/14/2022

  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.

  I booked a move with International Van Lines on 8/9/22. I received an estimate of $5362.26 for a move from ******** to **********. This estimate included one month of free storage. At the time of the estimate, the lady I spoke with told me that she just needed a list of the large furniture items and boxes. I received the estimate and agreed to move forward. I was not given the information on how the company actually operates. I paid a deposit of $1905. On 8/10/22 the company emailed me more information on the move. On 8/11/22 the moving team showed up. It was at this point that I was told how the company works. He explained that he would go through and measure everything and that is where they come up with the actual price. I found it very deceptive that the lady only asked for big items and boxes, when she was aware that they measure everything to decide on a price. Of course the cost is then going to be more than what was estimated. The mover also advised me that the company always underestimates the size of the furniture you give them. Again another way to then upcharge the cost which is deceptive. After getting the measurements, the mover let me know that I would need 7 additional boxes costing $40 each, I think it was 23 boxes of tape that I think they were charging $280 for, and they would be charging additionally for the plastic wrapping they use. I'm not sure why all this was needed, as I had already packed everything up and the boxes were all taped. He said that they had to be taped a certain way for insurance reasons. After going through all of this, he came back with a cost of $9,000. I told him that I could not afford this. He got one of the supervisors on the phone and I told him it was too much and I could not afford a additional $3,400. He said that I would lose my $1,905 deposit, because it was non refundable. I had to cancel the move. This company is clearing taking advantage of people, and then keeping their deposits. $3,400 is an excessive amount.

  

  Business Response

  Date: 10/17/2022

  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 our Binding Moving Estimate and have highlighted to show that the shipper acknowledges reading and agreeing to prior to signing on 8/11/2022. On the 2nd page 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.
  
  This shipper chose a self-pack service which means they provided us with a list of items (furniture) and boxes they had already packed themselves during the quoting stage. However, on 8/11/22 which was the pickup date reserved by the shipper, when the moving team showed up in ******** to do the pickup it was discovered that the shipper had multiple items and items that needed to be put be put into boxes that were never reported to us during the quoting stage. As per the description of This is a Binding Estimatepreviously mentioned, the shipper was given the cost of the materials (boxes,tape, labor) and the additional volume (cubic feet) due to those additional items. We believe that this shipper as well as some others wrongly perceive that they will not be charged for additional volume when they add items that were not initially disclosed to us during the quoting stage. In actuality, the term Binding Estimate are not our words but was created by the ***** to distinguish between a shipment calculated by volume (cubic feet) vs a Non-Binding Estimate which is calculated by weight and typically used for military personnel moves. What is binding on a Binding Estimate is that the cost per cubic feet must remain the same as the agreed to price showing on the Binding Moving Estimate. With that in mind, had the shipper only shipped exactly the items and pieces they had disclosed to us during the quoting stage they would not be charged an additional ***** above the agreed to estimate.
  
  On the 2nd page of the agreed to Binding Moving Estimate we have also highlighted our Cancelation Policy which reads; "ONCE RESERVATIONS HAVE BEEN MADE WITH International Van Lines, DEPOSITS ARE REFUNDABLE IF IN WRITING UP TO 2 FULL BUSINESS DAYS (Mon-Fri 10am-6pm EST) BEFORE THE FIRST SCHEDULED PICK UP DATE. DEPOSITS ARE NOT REFUNDABLE IF CANCELATION IS MADE LESS THAN 2 BUSINESS DAYS BEFORE THE SCHEDULED PICK UP DATE. TO FINALIZE THE REQUEST YOU NEED TO CONTACT YOUR REPRESENTATIVE".
  
  In accord with Cancelation Policy that the shipper acknowledges reading and agreeing to on the estimate prior to signing,we request a notice of cancelation of services to be in writing up to 2 days prior to the scheduled pickup date (that was scheduled by the shipper). This is to avoid unnecessary expenses such as reserving a truck, a driver, assembling a moving team, fuel expenses driving to the jobsite and still being obligated to pay wages to the driver and moving team even when a customer cancels our services after we have already arrived at the jobsite.  
  
  Lastly, back in September, we had already responded to a similar complaint sent to us by this shippers credit card company and our response to them was very similar to this one. The only reason the shipper is now trying again with the BBB is because the shippers bank sided with our company. However, this is beyond the BBBs purview, and there is nothing further we can assist with. Thank you
  

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18224866
  
  I am rejecting this response because:

  The company keeps emphasizing that the deposit is non-refundable. The reason that I am contesting this, is because their practices are unethical.
  1. No one explains how the process works until after you pay the deposit.
  2. The lady who gave me the quote told me she only needed large items and boxes, knowing that they measure everything when they come out for the move.
  3. The mover told me that the company always underestimates the measurements of the items, which tells me that they are doing this knowing the cost will always be more than the estimate.
  4. The company does not tell you they will force you to pay for additional boxes, tape, and wrap at an extremely elevated cost from what you can buy them for normally.

  These are the reasons I am contesting their non-refundable deposit. They are clearly and knowingly misleading people and taking advantage of them.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/24/2022

  This will be our final response as there is nothing further we can do and neither can the BBB as they do not get involved in chargeback issues. Thank you

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  International Van Lines moved ** from *************, ** to ******, **. We temporarily moved to an apartment, so we had a lot of items going to a storage facility next to the complex. This was clear to IVL. We had to record videos of each room and show them what items were going and which were going to each location. We paid extra for full pack and for the 2nd location. After the videos were finished, and a lengthy conversation - I was told my payment would be in 3 increments: 1/3 the day we booked, 1/3 on pack day, and 1/3 upon delivery. On June 23rd I paid the first increment via credit card $3,846) which would indicate total of $11,538. On pack day (July 19th) - the crew indicated our volume was higher than quoted. And they had to come back another day. We paid this increment by personal check. This was $5,442.50. New total of $14,731,01. This was understandable and acceptable. At this time, we walked through with the packers to indicate what items were going to APT and which were going to storage. They said they'd label. We also filled out paperwork indicating move in time began at **** and checked with complex that 53' truck could be accommodated. On July 29 I received confirmation of delivery on the 30th and reminded them of the **** start time. At this time, we were told we MAY need an additional $**** cash or MO if shuttle needed. On move in day - crew arrived at 10am. Had to wait for keys. Didn't try to bring truck, just shuttled automatically. They required cash/MO payment of ($5442.51 +$1950 (change from ****) + $75 elevator + $75 long carry for storage. They had NO IDEA there was a second location and wrong things went to storage. They also shoved everything in very precariously - heavy on top and damaged items. The New total was $16,831.01. This is $5293 OVER original quote - or 45% HIGHER. They force you to pay or won't give you your items. Not crew's fault. We tipped well. IVL will NOT ***********.

  

  Business Response

  Date: 08/03/2022

  We are responding to this matter forwarded to us by the BBB today (8/3) regarding interstate moving / transportation services. Before we ever received a BBB notification, both our home office *************** Mgr. and carrier have been in contact with the shipper, and shipper is pleased with the commnication........ Thank you
  
  
  

  Customer Answer

  Date: 08/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Am I the shipper?  I'm not pleased with anything related to this issue buy realize that I'm the dupe and there's nothing I can do.  I've learned a ****** and will not use a moving company in future.
  
  Sincerely,
  
  ********************************