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:11/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have moved many times state to state & long distance. Not once have I received my items destroyed or been mislead by any company like I have with international Van Lines. I got several estimates on my long distance move & decided to go with International Van Lines. My decision was based on a couple things they offered that others didn't. First, I was told unlike all the other places I was not dealing with a 3rd party ******************************* handled the moves start to finish. Found out the night before my long distance move this was NOT true. Just like the other movers they sublet out to 3rd parties. Was also guaranteed I would receive my belongings in 2 to 3 days. Had several conversations with multiple people on how I would get my belongings & how the contract states it could take up to 30 business days ONLY because of emergencies such as; natural disasters or an accident with the moving truck. Also, not true! The movers that showed up try charging me more even though I over compensated on my items & the movers at delivery tried charging me more for walking my items too far on ground level. I refused to pay either who were just trying to get $ out of me.However, my biggest issue is the extent of damage to my belongings. Solid wood furniture delivered broken & with CHUNKS of wood missing, mattress bag tore up exposing the mattress, countless broken items, microfiber damaged on my over stuffed chair, Pier 1 candles melted from extensive ************ live food compromised (well over 2 weeks in a hot warehouse), I called the day of delivery beside myself & received an email telling me to reach out to my renters insurance. After over 30 days of my insurance company reaching out, they still have NOT heard back from International Van Lines on confirmation of what happened. If damage was caused by mishandling than my insurance does NOT cover the extensive damage. Which is how they ruled my claim.I have many more pictures of my damaged belongings if needed.

  

  Business Response

  Date: 11/26/2024

  We are responding to this matter forwarded to us by the BBB.We are sorry that the shippers items experienced some damage in transit. Aside from the fact that the agreed to estimate clearly states that deliveries can take anywhere from 2-21 business days after the shippers chosen FADD (First Available Delivery Date) and that the shipper acknowledges reading and agreeing to the terms and conditions of the estimate, and that delivery timeframes are stated many times in emails and shipping documents, the shipper was never guaranteed a 2-3 day delivery window.  Contradictory to the shippers comments, the agreed to estimate actually states, a chosen first available delivery date is not a guarantee
  
  Please see highlighted portions of the Binding Moving Estimate that the shipper acknowledges reading and agreeing to prior to signing on 08/09/2023 @ 02:07:09 PM (ET) and that we have included along with this response. Also, if *** is unable to perform services directly, all carriers *** uses are authorized agents that are part of our fleet.
  
  We are sorry that some of the shippers items experienced damage in transit, but regarding the shippers comments about their homeowners insurance stating (If damage was caused by mishandling than my insurance does NOT cover the extensive damage.), to state it kindly, this is an inaccurate statement. All shippers are offered 3rd ********************************************** at inception, but the shipper decided to decline that offer and instead go with their own Homeowners policy. We have also included along with this response a copy of a November 22 email sent @ 6:42 PM to the shipper by our **************************** Mgr. with the shippers insurance agent in-copy.
  
  Evidently, the shipper purchased a NAMED PERILS (at times also referred to as a TOTAL LOSS) policy from ******************* which only covers items damaged in one of the named catastrophic hazardous occurrences named on the policy, such as fire, accident,overturning of conveyance vehicle, theft of vehicle, and all items are totally lost or totally damaged.
  
  However, none of those catastrophic occurrences took place, so the shippers insurer denied their claim. Therefore, the shippers insurer did not deny the shippers claim at all due to mishandling as alleged by the shipper, more so the shipper did not have the proper coverage as they assumed.

  
  In closing, on the November 22 email included along with this response, we have also highlighted that our **************************** Mgr. instructed the shipper,once they have spoken to Travelers to contact us to file their claim. At that point our ************ will address the claim as per the level of valuation coverage opted for by the shipper. Thank you. 

  Customer Answer

  Date: 11/30/2024

   
  Complaint: 22594099
  
  I am rejecting this response because:

  I'm not at all surprised that instead of handling the internal issues of misleading customers their concern was pointing out the time frame in the contract (which I already acknowledged & went into detail about). Clearly, this is a company that supports multiple employees misleading customers in; when you will receive your belongings, subletting out the move to multiple other companies, items will be kept in a temperature controlled facility, there will be no trying to get more $ unless there is a change in inventory...  I only hired American Van Lines because of information I was given that turned out to be the opposite of what they do. The extent of my damage is catastrophic. The total loss of furniture & other belongings would make any other company take responsibility and step back to re-evaluate how they conduct business including morally. I am NOT the only consumer who was mislead & received extensive damage to belongings.  Recent reviews on ****, ****** etc. make that clear.

  I did NOT purchase ***************** (NOT homeowners insurance as you stated in the reply) for the move because I already carried the insurance.  After submitting the claim & being denied I found out they do NOT cover negligence or mishandling of belongings, total loss or not. In addition, American Van Lines took nearly a month to respond back to ******************* to give them the information they requested. I received an email on 11/22/24 from International Van Lines that they're aware that mishandling is not covered by Travelers. I was told to contact them so they could get a list of damages. I emailed back that I would need to do the list on 11/26/24 & still have not heard back.

  Take responsibility!

   

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

  

  Business Response

  Date: 12/02/2024

  This will be our 2nd and final response. Again, the shipper seems to have a misunderstanding of the BBBs role, and our office has sent the shipper a claim form which the shipper has not completed or returned to us, but instead the shipper chooses to file BBB complaints.
  Again, the shipper did not purchase 3rd ********************************************** offered to the shipper at inception and decided to go with their own pre-existing policy  whether it be renters or homeowners,  (its difficult to understand since the shipper stated in their rebuttal ( I did NOT purchase ***************** (NOT homeowners insurance as you stated in the reply) for the move because I already carried the insurance.).
  
  Regardless whatever type of insurance the shipper already hadwas a Named Perils policy which only covers the entire shipment if the entire shipment is completely damaged or lost in one of the catastrophic perils named on the policy such as fire,  accident,overturning of conveyance vehicle, theft of vehicle, and all items are totally lost or totally damaged, but since none of these perils occurred. the shipper was denied by their insurer.
  
  The shipper is in contact with our **************************** Mgr. so the shipper states in their rebuttal I was told to contact them so they could get a list of damages. I emailed back that I would need to do the list on 11/26/24 & still have not heard back.

  
  In closing, there is no need to hear back from us until we are in receipt of the completed Claim Form, then the claim will be addressed at the level of valuation opted for by the shipper after declining our offer of the 3rd ********************************************** offered to the shipper at inception. There is nothing further that can be done until then.Thank you

  
  

• Initial Complaint

  Date:11/19/2024

  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.

  Hired to move me from ****** to *************, and it was an absolute nightmare.Instead of moving my stuff to the proper address, they dumped everything in a warehouse somewhere for almost two months. Apparently, it wasnt climate-controlled:oMy rug had a huge moisture stain (picture)oAnd there were hideous yellow stains on my entertainment center (picture)It gets worse they also cant pack or move things properly.They broke my mirror by basically packing glass in tissue paper (picture)They broke my TV the Best Buy repair team said it was not fixable because somebody put something heavy on the screen and broke it. These people are supposed to be professional movers, and they literally put something so heavy on top of a TV screen that they broke it (picture).So, in a nutshell I hired these guys to pack and transport my things professionally, and they disrespected my possessions.Thousands of dollars in damage and an apathetic response when I contacted them.

  

  Business Response

  Date: 11/20/2024

  We are responding to this matter forwarded to us by the BBB. We are sincerely sorry that our customers belonging experienced damage in-transit. But, in their statement, the shipper failed to mention a few important factors.
  
  At time of delivery the shipper was not ready for delivery and did not inform us until after the truck was loaded and in-transit.  We therefore had to place items into a storage facility and in an act of good faith, we did not charge the shipper a re-delivery fee upon 2nd delivery, which is normally done if the shipper is unable to receive delivery once in-transit.
  
  Also, the shipper did not mention that they declined our offer of 3rd party full value replacement transit insurance that was offered at inception and instead opted for Basic Liability at no cost to the shipper but only pays $0.60 per pound per article.
  
  Also not mentioned is that after the shipper filed their claim and was working with our Customer Relations Mgr., that in accord with the coverage (Basic Liability) opted for by the shipper the warranted claim only came to $60.00 but was offered $200 in a good faith effort which btw was over 3 Xs the warranted amount.  Later, our Customer Relations Mgr. increased the offer to $500 which was over 8 Xs the warranted amount, but of course the shipper also forgot to mention that as well. Please see Sept. 3, 2024 &Sept. 27, 2024, emails regarding those offers that we have included along with this response.
  
  In closing, the shipper must have a misunderstanding of the BBBs role and erroneously assumed that by filing a BBB complaint that somehow the BBB can compel us to do something other than what we have already done. At this juncture, there is nothing further we can assist with. Thank you
  

• Initial Complaint

  Date:10/21/2024

  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.

  To Whom it May Concern:I recently contracted with International Van Lines to move my goods from *********** to *******. I would like their policy of insurance coverage investigated because my property was damaged as a result of their negligence.When I contracted with them I was told that any insurance payments were based on WEIGHT of items (a ludicrous concept) and capped at $1500. They suggested I buy a $1000 policy from one of their associates to cover full replacement cost or use a homeowners policy. I bought a supplementary policy from my homeowners insurance company (********).Upon delivery of goods it was noted that there was a deep gash in the top of my expensive dining table as well as damage to two other items. The crew informed me that the table had been improperly wrapped without the necessary layer of cardboard. Estimates for the various repairs totaled $******* insurance company said they would reject any claims for to the damage which occurred when the pieces were in the possession of *** and damaged due to their negligence. *** offered cents on the dollar (approx $200) which I rejected as compensation.I am seeking $3000 from *** as well as an investigation into their business practices as related to insurance.Thank you.

  

  Business Response

  Date: 10/23/2024

  1.The shipper is claiming "total damage" to the dining table. The photos sent to us by the shipper does show this dining table does have two scratches on the top side of the table. The shipper claimed the full weight of 400lbs. Though the weight should have been reduced to reflect the weight of the part of the table with damage rather than the entire weight of the entire tablr, as a good faith effort, we decided not to reduce the weight and accept the shippers estimated guess. 
  
  2.Canvas painting was self-packed by the shipper, not the carrier. The canvas incurred a small indentation in-transit on the canvas, but did not poke a hole through the canvas. The shipper also claimed this as total destruction.However, in an effort of good faith, we did not reduce the weight to the weight of the canvas only, nut instead, allowed the full weight of the frame and canvas to be added to the claim. 
  
  
  3.The leather box was also self-packed by the shipper, too large to be placed in a standard box, and the team wrapped this box with packing tape to hold the lid in place, to keep contents inside of the box. The shipper filed a claim because a handle is missing from this box. Total weight was accepted for this one as well. 
  
  The shipper was offered 3rd party insurance prior to the start of her move and declined this option since shipper said they have a homeowners policy. All customers are advised if they have homeowners or renters insurance, to be sure their policy covers non-named peril issues to avoid a claim from being denied.The shipper declined our offer of 3rd party full replacement value transit insurance and instead opted for Basic Liability at no cost that only covers $0.60 per pound per article.
  
  In this case the shipper refused to file a claim with her policy issuer claiming they would deny the claim. We have not received a denial letter from her insurance company. If the shipper had filed a claim with their homeowners insurance company the insurance company would subrogate the claim against our company after settling with the shipper.
  
  The total weight that we granted (as mentioned previously) the shippers claim came to a grand total of $285.00 in accord with the Basic Liability coverage opted for by the shipper on the Bill of Lading on the day of pickup.
  
  The shipper also sent an estimate for the repairs of the dining table which came to a total of $2250.00. Shipper received a settlement offer of $500,which is almost double the warranted amount in accord with their choice of coverage, but came back to advise us in writing they will not accept anything less than $3000.00. Shipper must be misinformed of the role of the BBBI and misconstrues that the BBB will force our hands.
  
  In closing, we feel we have gone above and beyond by accepting the total weights the shipper provided, as well as nearly doubling the warranted amount of the claim, but there is nothing further we can assist with. Thank you
  
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22447197
  
  I am rejecting this response because:

  1) Table.  My homeowners insurance company told me verbally that not only would they reject my claim based on the reason previously explained,  that making a claim would automatically increase my premium going forward.  Since my premium will be doubling in 2025 without making any claims I did not wish to absorb additional costs due to International Van Lines improper packing.  Hence, I saw no point in making a claim with Allstate.

  2) Painting.  The claim by *** is false.  They wrapped/packed all of my large paintings including the damaged one.

  I feel IVLs offer of a fraction of my costs for their mishandling of my property is unacceptable.

   

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

  

  Business Response

  Date: 10/25/2024

  This is our second and final response. In our initial response we showed that the shipper did not opt for the 3rd Party full value replacement insurance that was offered at inception because they had their own Homeownerspolicy, and the shipper is not denying that.
  
  We also showed that the shipper opted for the Basic Liability coverage at no cost to the shipper, but only pays $0.60 per pound per article. Whether the shipper refutes that some of the items were self-packed by them, we also showed that in accord with the coverage that the shipper opted for, in an effort of good faith, we offered almost double the amount of what was warranted or effect per the weight the shipper submitted and whether the shipper packed, or the carrier packed. (Whether the shipper or the carrier packed items does not influence nor affect the amount of the Basic Liability of $0.60 per pound opted for by the shipper.
  
  In closing if the shipper is unwilling to file a claim with their ******************** due to concern that their premium would increase, that is certainly their choice, as it was also their choice to decline the offer of 3rd Party full value replacement insurance that we offered at inception prior to the move. Therefore, we are sorry, but there is nothing further we can assist with. Thank you.
  
  

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22447197
  
  I am rejecting this response because:

  True I declined the extra charge of $1000 for additional insurance.  I wonder what their deductible would have been?  I made this choice but *** workers made the choice not to adequately wrap my dining table (as admitted by the delivery crew) such that it was at risk of damage which in fact happened.

  if the Better Business Bureau cannot convince IVL to adequately compensate me for  their negligence I have a request from the State Attorney General to file a complaint.  There are also other agencies I plan to file complaints with about this matter if it cannot be resolved now.

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

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is based on the reservation deception and change of bill for my move with International Van Lines that occurred between July 31, 2024, to August 6, 2024. I reached out to the CEO of *** on August 5, 2024, to make the situation known to him because I was not getting a response via email or phone when I asked for clarification. The attached email to the CEO outlines the initial complaint. I finally received a response from Daisja *******, who is the compliance manager, 22 days later on August 27, 2024. Daisja assured me that she would look into the issue and to give her until the end of the week to gather more information. The following day I get another email where she is claiming that I approved an increase in the bill before the moving personnel started packing my belongings. I emailed her proof that her understanding was misunderstood based on the documents she gathered. Despite follow-up emails, I have yet to hear from Daisja ******* about her investigation findings. Today is September 11, 2024, which makes it about 2 weeks since I last heard from *** regarding my complaints.

  

  Business Response

  Date: 09/12/2024

  We are responding to this matter forwarded to us by the BBB.

  
  In speaking to our **************************** Mgr. - on 08/28 Shipper and our Compliance Mgr. were in communications. Compliance requested a list of items that were NOT transported or brought back to the shippers house so we could make an educated decision for the resolution.
  
  At this time the Compliance Mgr. also reviewed the timestamps of the revised, and it was then the shipper brought an error to her attention. We are actively investigating the shippers allegations, and at the fault of the Compliance Mgr., the shipper was not made unaware of how long the time of the investigation would take, and we apologize for that error.
  
  Having that list of items from the shipper would have resolved this much quicker,however, since receiving this complaint, we have asked the Compliance Mgr. to reach out to the shipper to advise the investigation is still ongoing and resolutions would be provided before the end of the day today, Sept. 12, 2024.Thank you.

  
  

• Initial Complaint

  Date:08/27/2024

  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.

  We contracted with ************************************************** to move us across the country from ** to ** . They moved our house and vehicle. They were unprofessional and did not use proper precaution to protect the items, floors, walls, etc. They damaged several personal items in the move including lamps, desk, kitchenware , entertainment center and other furniture. When we contacted them for updates and assistance when we ran into problems with the contracted moving company - Coach - they did not return phone calls.

  

  Business Response

  Date: 08/28/2024

  We are responding to this matter forwarded to us by the BBB. On August 22 when the shipper contacted our ************ the shipper requested information on our liability and claims and was sent claim instructions which we have included along with this response. There was never any mention of any specifics or what type of damage, this is the first we have heard of it.
  
  In addition, we have also included an email sent by our *************************** Mgr. to the shipper today August 28, explaining this and requesting the shipper obtain 2 estimates for the property damage that the shipper is just now making us aware of. 
  
  Lastly,for clarification there were no subtractors as the delivering carrier is an agent of IVL Thank you
  
  

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22206000
  I am rejecting this response because:
  
  On 8/21/24 we left a message for IVL upon seeing the first damaged item. We asked for a return call to provide us with the contact information for their liability claim department. We did not receive a return call, as was  true throughout the entire moving process. We did receive an email from a ************************* on 8/22/24 with instructions on how to file a claim which we did on 8/27/24.  We did not file sooner as we were unpacking and we had to take an inventory to determine if there were other damaged items which there were.
  We have attached some pictures but have more pictures and video that the system would not allow us to attach - we can send those separately
  Damaged items include:
   - Desk - this had to be replaced  at a cost of $100 for the same desk from Amazon.
   - Bureau drawer pulls - the bureau is an antique. We do not know the cost of the pulls but a complete set would need to be replaced to match.
   - Floor Lamps - we had to replace the glass lamp shade which was missing at a costs of about $40 from Amazon.  The other lamp would need to be replaced as the swithc was broken off and the lamp has to be plugged in and unplugged in order to put it on and off.  The lamp was about $150.
  - Custom pasta bowl - bought in ***** - this was a wedding gift - unknown cost.
   - Decorative ladder - rung was broken off and is missing - costs was about $40  ********************************** molding around the bottom was damaged and is hanging off - cost unknown to repair.
  - Credenza - front bottom is severely scratched up.
  We can provide additional photos and video which could not be attached here. 
  
  
  
  Sincerely,
  
  ***** And ***************************

  

  Business Response

  Date: 08/29/2024

  This will be our 2nd and final response. In our previous response we stated that the shipper never made mention of any property damage and only requested our liability / claims information, and we included email correspondence sent by our *************************** Mgr. to the shipper requesting that the shipper obtain 2 repair estimates for the property damage the shipper is claiming took place during the service.
  
  The shipper has filed their claim with the claims processor, and we will await the requested repair estimates from the shipper.
  
  In the meantime, there is nothing further we can assist with. However, the shipper must have a skewed conception of the BBBs role in thinking that filing BBB complaints will change the process, as the BBB cannot compel any company to just give out monies without going through the normal procedure and process. Thank you.

  
  

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22206000
  
  I am rejecting this response because:

  You have a skewed understanding of our complaint.  We are not asking the BBB to obtain damages for us.  We are filing a complaint with  the BBB questioning your  irresponsible and unethical business practices.  We would like it to be on file so this does not happen to someone else.
  
  Sincerely,
  
  ***** And ***************************

• Initial Complaint

  Date:08/27/2024

  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.

  DO NOT USE THIS MOVING COMPANY!!!!!!!They are deceitful and unprofessional in every way. We were lied to, given false promises and charged for extras just to get them to unload the ******** felt like paying ****** money for our own goods.We were missing furniture and other pieces were damaged. We went through the lengthy third party review process to receive compensation and were offered $75 from *** for the thousands in damages. Criminal!Date of experience: April 27, 2024

  

  Business Response

  Date: 08/27/2024

  We ae responding to this matter forwarded to us by the BBB. Our home office *************** Mgr. has informed us that they contacted the shipper and confirmed there was no criminal activity, it was more of an emotional expression. Missing parts or damage in transit certainly does not constitute any criminal activity of any kind.
  
  Regardless,even though this was a self-pack service (packed by owner) our *************** Mgr. has agreed to work with the shipper to see if they can review and request the claims processor to increase the claim settlement as the offer made by the 3rd party claims processor was only abiding by the weight of the items in question as per the basic liability coverage ($0.60 per pound per article), opted for by the shipper on the Interstate Bill of Lading. Please see our home office Compliance Mgr.s email to shipper.
  
  Thank you.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22202425
  
  I am rejecting this response because:

  The response from the moving company, International Van Lines, was sorely lacking in details as to the amount of damage when they were talking about compensation of .60/ pound. They seem to have left off the stainless steel refrigerator, the 300 LBS Iron Wood dining table, the wooden desk where they lost the four legs, the damaged beyond repair glass curio shelving unit and the lost boxes of belongings. The claim I submitted to the claims intermediary had detailed weight, pictures and facts surrounding the many items in addition to those mentioned above. 

  Their original offer of $75 in total compensation was ridiculous. Since my claim with the BBB they have increased their offer to $500 as their final and best offer. Again, far short of the actual damage reimbursement due based on their contractual obligation of .60/LBS coverage when the refrigerator, dining table, boxes of belongings, etc. are included in the total weight of damaged goods. Plus the $2,000 I had to pay in cash to the driver and the hired extra help to off load my belongings onto a smaller U-Haul truck I rented and make multiple shuttles from their moving van several blocks away to my home. 

  I would have been satisfied with $1,500 total compensation. They have refused thus far and stuck with the $500 offer. I am a reasonable person and willing to negotiate, I fear they are not.

  I have much more to offer in the way of pictures of damaged belongings and communications(I was limited here in what I could upload) with them showing promises that were made and never kept on handling and delivery dates not met.
  
  Sincerely,
  
  *** ********

  Customer Answer

  Date: 09/11/2024

  Here are more pictures of the damaged belongings. There were items that were lost as well. An upholstered sofa bench, the four legs to our home office desk rendering it unusable, boxes of hardware they packed from the items they dismantled.

  They claim that the homeowner packed the goods, we packed the boxes with items but we did not load or unload the truck. I want that to be clear

  The fact that the belongings they loaded into the truck were so poorly secured was the cause of the damage not the packing of the boxes. I have videos of how the load had shifted so violently was confirmed by the truck driver stating that he had to have an abrupt unexpected hard stop. That happens, the lack of load dividers, stabilizers and strapping was obvious from the videos and pictures I took.

  

  Business Response

  Date: 09/11/2024

  This will be our final response. In our initial response we submitted communication between the shipper and our *************************** Mgr. showing the shipper had never filed a claim and so a claim form with instructions was sent to them. When the shipper put their claim through the Claims Processer, in accord with the shippers choice of valuation they opted for, (which was $0,60 per pound per article), the warranted settlement amount came to $120.00.
  
  However, in an effort of good faith, (as the BBB has seen us attenpt many times before), our *************** Mgr. advised the Claims Processer to increase the amount to $500 (which is more than 4 Xs the warranted amount).
  
  The shipper came back asking for more, but when our *************** Mgr. increased again for a second time, to $750.00, (which is now over 6 Xs the warranted amount), the shipper refused it and threatened with, we will be hearing from their legal counsel.
  
  In closing, we made a sincere attempt to work amicably with this shipper, but this is the shippers choice, therefore there is nothing further we can assist with at this juncture.
  
  Thank you.
  
  

• Initial Complaint

  Date:08/19/2024

  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 hired this company to provide a long distance move service. We were quoted a certain price with several guarantees that were not up held. We were lied to, taken advantage of and suffered financially due to this terrible company. There lack of customer support and effort to resolve these issues is sickening. - Uncharging on arrival and lying to us buy making us pay for their boxes for things like TVs and mirrors. After the company told us they were not needed. - We did a full walk through on video with a representative from the company where we showed everything that we were taking in detail. To which the movers told us that they were unable to take the agreed upon objects without me paying an additional $2500. On top of the $400 in boxes that they made us pay. - We had to move all of the additional items ourselves without any help. Which we had to then spend an addition $1000 on a U-Haul to move the remaining items. Again, which were explained in detail with the initial video walk through. - We were promised that our representative (*******) would be taking our calls and providing full support throughout the whole move. Including weekends. ******* has not responded to us or picked up any of our multiple calls to provide assistance since the original video walk through. - No one will provide us with I formation on where our delivery is. They will not answer our calls or say I will escalate this. Youd think after 3 days of escalation, someone would give us a call..- We were promised up front that our delivery would be the only items on the moving truck. Which we found out the day after pick up that was a lie.- We were promised that our delivery would arrive by Tuesday, August 20th. Which I just found out (the 19th) that was a lie. They said it can take up to 5-7 days after pick up. Now we are stuck with non of our belonging and have not a clue of when they will arrive.

  

  Business Response

  Date: 08/20/2024

  We are responding to this matter forwarded to us by the BBB.
  
  Along with our response we are including a copy of the Binding Moving Estimate that the shipper *******************************)acknowledges reading and agreeing to its terms and conditions prior to signing on 08/09/2024 @ 05:17:55 PM (ET). We have only highlighted items pertinent to this matter.
  
  On the estimate it shows the shipper chose a ****************** meaning we are transporting items that are PBO (packed by owner).
  
  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 (customer) decides to add any services after the agreed upon quote they will be charged accordingly. It is important that the shipper provide as much information as possible to the moving company" 
  
  Also, directly beneath ESTIMATED DELIVERY FRAMES we have highlighted where it clearly explains that a delivery can take anywhere from 2-21 business days from the shippers chosen FADD (first available delivery date) and the chosen date is only a request not a guarantee. This is in accord with DOT standards.
  
  The complainant uses the word promise various times in their statement, but in listening to the recorded phone call with the ********************************, (which we assume is the complainants spouse) there were no promises made.
  
  To be clear, this shipment was picked up on 08/16/24 and the shipper chose an FADD of 08/19/24. The estimate the shipper acknowledged reading and agreeing its terms and conditions prior to signing, the Welcome Email sent at inception, the Pickup email, and the DELIVERY FORM presented to the shipper on day of pickup, (8/16) which the shipper initialed and signed upon choosing their FADD of 08/19/24 all clearly explain that the delivery timeframes can take anywhere from of 2-21 business days after the shippers chosen FADD.
  
  Earlier today the Dispatch Team sent the shipper (********) an email correspondence, advising them again of the process, which we have also included along with this response.
  
  Also, yesterday the shipper (********) spoke to someone in our ************* about the overages and was advised that once we receive the shipping documents from the field one of our managers will conduct an account review to determine that the shipper was only charged accordingly for items / pieces that were packed (that we were not to be packed by us),boxes we were not asked to supply, and labor thereof. In simpler terms, what is on the agreed to estimate. The account review can take anywhere from 7-10 days.
  
  About 9:30-9:45 this morning the complainant (****) called our home office and spoke to the assigned Account Mgr. pretty much saying the same things in this complaint and evidently was unaware of the terms and conditions that their spouse acknowledged reading and agreeing to prior to signing as previously addressed in this response. The complainant also threatened the Account Mgr. that they would file a BBB complaint if they didnt get their way, they would file a BBB complaint. But this complaint was forwarded to us by the BBB this morning (8/20) @ 5:47 am, so the complainant was not being forthright.
  
  In closing, the complainant must have a misconception of the BBBs role as they are unable to accelerate a system that has been in place for so many years and compliant with DOT regulations.
  
  Our Dispatch Team will continue to update the shipper as we get closer to the delivery at destination. Thank you..

• Initial Complaint

  Date:08/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired International van lines to move my furniture from ******* to *******. I have been trying to get them to deliver my furniture since august 5th, but to no avail.

  

  Business Response

  Date: 08/16/2024

  We are responding to this matter forwarded to us by the BBB.
  Along with our response we are including a copy of the Binding Moving Estimate that the shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 7/11/2024 @ 07:11:19 PM (ET). We have only highlighted items pertinent to this matter.
  

  Directly beneath ESTIMATED DELIVERY FRAMES we have highlighted where it clearly explains that a delivery can take anywhere from 2-21 business days from the shippers chosen FADD (first available delivery date) and the chosen date is only a request not a guarantee. This is in conjunction with DOT standards.
  
  On August 15th the shipper received a call from ******** from our Dispatch Team and left a voicemail message since the shipper was not available. ******* also followed up with an email to the shipper which we have included along with this response.
  
  The shipper was unsatisfied with ********* email explaining the process, so this morning (8/16 am) ******* sent the shipper another email correspondence, which we have also included along with this response, and ******* will also receive a call today. 
  
  To be clear, this shipment was picked up on 07/14/24 and the shipper chose an FADD of 08/06/24. The estimate the shipper acknowledged reading and agreeing its terms and conditions prior to signing, the Welcome Email sent at inception, the Pickup email, and the DELIVERY FORM presented to the shipper on day of pickup, which the shipper initialed and signed upon choosing their FADD of 08/06/24 all clearly explain that the delivery timeframes can take anywhere from of 2-21 business days after the shippers chosen FADD.
  This Dispatch Team will remain in contact with the shipper and things progress closer to the delivery date. Thank you.

• Initial Complaint

  Date:08/14/2024

  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 booked with International Van Lines in early July. They came to pick up my belongings on 7/26/24 with a delivery date of 7/31/24. It is now 16 days past my delivery date and I have not received my things. I have emailed, called, ect., no one can tell me where my things are and when they will be delivered.

  

  Business Response

  Date: 08/14/2024

  We are responding to this matter forwarded to us by the BBB.
  
  Along with our response we are including a copy of the Binding Moving Estimate that the shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 7/17/2024 @ 3:36:54 PM (ET). We have only highlighted items pertinent to this matter. Directly beneath ESTIMATED DELIVERY FRAMES we highlighted where it clearly explains that a delivery can take anywhere from 2-21 business days from the shippers chosen FADD (first available delivery date) and the chosen date is only a request not a guarantee.This follows DOT standards.
  
  The shipper has spoken to 2 of our managers, but for some reason refuses to accept their titles as managers and mistakenly assumes the BBB will force a different response than the ones she has already received, so the shipper must have a misunderstanding of the BBBs role.
  
  The shipper was picked up on 07/25/24 and chose an FADD of 07/31/24. The shipper refuses to re-read the estimate they acknowledged reading and agreeing to prior to signing. Although the estimated delivery timeframe is also stated in the Welcome Email, as well as the Pickup email ,they also refuse to listen to our manager ******* who also advised the shipper of the delivery timeframe. 
  
  However, one of our managers will attempt to call the shipper to discuss this with them once again. There is nothing further we can do until further information becomes available. Thank you.
  

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22139619
  
  I am rejecting this response because: this is not an adequate response. I have requested updates time and time again with the response being: your order is still in staging. 
  

  I would like a legitimate update with when I can expect my things to be picked up. I have read the signed agreements. I understand it is 2-21 business days. However, the 21 business days in next week and I have not received one update on when my things will be picked up. Im not refusing anything except the inadequate response from IVL. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/21/2024

  This is our 2^nd and final response. Today marks day 12 of the 21 business days after the shippers chosen FADD (first available delivery date. The delivering carrier is aware that the shipper needs their items by 8/25 since it appears they are going out of town. The carrier is scheduled to deliver sometime next week (before the 21 business days after the shippers chosen FADD).

   

  There is no way to give a specific date at this juncture since this is a very small move consisting of about 300 cft, and is being loaded into a 53 ft tractor-trailer (which has a capacity load of 4200 cft.) along with other deliveries destined to that region. But, as is always done, the shipper will receive correspondence once the trailer departs, and the driver will contact the shipper prior to delivery when he has arrived in the destination area. Thank you.

• Initial Complaint

  Date:08/11/2024

  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.

  Contacted them to help with an out of state move and was told they would pick it up Aug 5 and deliver next day, Aug 6. I was also told all of the covers and packing for couch and dressers would be included. I was then charged an additional $600 at pickup for 9 boxes that I didnt even have an option of saying no to since they were already used and wrapped up for 2 TVs, which I had wrapped in three lays of bubble wrap, and are not even that big. They also wrote all of my stuff had scratches, when none of it did as Ive only had for just over a year but the ******* stood over me pressuring me to sign. I was then told at pick up that my stuff would not be arriving next day and takes 2-21 days after my first available day for the items to be delivered. I chose the next day as my first available day. I had already paid a mandatory $1100 downpayment before they arrived, and now another $1366 ($300 more than I was expecting). After multiple phone calls and emails I finally got a response saying it would be on a truck within the next 3 days, it is now 4 days later and still no contact from the company. At this point Im assuming they stoled my stuff and its not getting delivered anytime soon. I never would have used them had I know it was not going to be next day and that hundreds of dollars were going to be added on at pickup. The company is charging over $3700 for one bedroom set, two tvs, 12 totes/boxes and a 3-person sectional. Very small amount of stuff. Ive already paid $2400 for my stuff to be sitting in a warehouse with no expected date of delivery.

  

  Business Response

  Date: 08/12/2024

  We are responding to this matter forwarded to us by the BBB. Along with this response we have included a copy of the Binding Moving Estimate where we have highlighted to show that that the shipper acknowledges reading and agreeing to its terms and conditions. We have also highlighted items only pertinent to this matter. For example, the shipper opted for a self-pack service consisting of 22 Pieces which later the shipper revised by adding 1 piece, for a total of 23 pieces.
  
  We have also highlighted where it states, This is a Binding Estimate: "An agreement made in advance with your mover, which guarantees the total cost of the move based upon the quantities and services shown in the estimate. Please note, if the shipper (customer)decides to add any services after the agreed upon quote they will be charged accordingly. It is important that the shipper provide as much information as possible to the moving company" 
  
  And we have highlighted as well directly beneath ESTIMATED DELIVERY FRAMES, where it clearly explains that a delivery can take anywhere from 2-21 business days from the shippers chosen First Available Delivery Date (****).  
  
  We have also included along with our response a copy of OUR PACKING MATERIALS ORER FORM which was signed by the shipper on Aug. 5 and there is highlighted the 9 Picture boxes that were needed by shipper on day of pick-up. In accordance with the agreed to estimate as noted above, the shipper was only charged for the boxes and the packing materials,and the labor thereof, but was not charged for the additional volume as we could have in accord with the agreed to estimate.  
  
  In addition, we have attached a copy of our DELIVERY FORM, where shipper chose August 6 as their first available date in which they are able to accept their delivery and directly beneath that we have highlighted to show the same verbiage that we highlighted above regarding the 2-21 business days in which a delivery can take place. ******* initialed and signed so we can only assume was read by the shipper.
  
  We have also included a copy of the HOUSEHOLD GOODS DESCRIPTIVE INVENTORY which shows 31 pieces were moved and not the 23 pcs on the agreed to estimate.
  
  Lastly, making false accusations on an online site is not only unethical, but can be viewed as libel when ******* says, At this point Im assuming they stoled my stuff ,especially when the shipper is receiving updates from our Dispatch Team. Please see email sent to shipper on August 7, (5 days prior to filing this spurious complaint) and the latest communication as of today informing the shipper that delivery is scheduled for this coming Wednesday, which is well within and way ahead of the 21 business days after the **** that the ***** of Transportations allots transportation companies. Thank you.
  
  
  
  

  

  Business Response

  Date: 08/12/2024

  Email included containing delivery eta..........