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:08/07/2024

  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.

  I had video tour of our ***** square foot house with ***************************** from International Van lines for our move from ********* to *******. I pointed out that there were a lot of items in our basement and I may not get everything packed up and would need help. ******* gave an estimate and I put a down payment on the move. The driver came to pack the truck for the move and said he was told that the basement would be already packed and he couldn't do the job that day. If I wanted them to move me it would be 4 times the quote. The driver left and later on ********************************* from International called me and stated that I did not show ******* the basement and they would not refund my deposit. That is an outright lie. I showed ******* the entire house. They are scamming people. Attached is the inventory list showing the basement and a lot of boxes and supplies needed for their people to bring

  

  Business Response

  Date: 08/07/2024

  We are responding to this matter forwarded to us by the BBB. Along with this response we have 4 videos (but since the large content is not allowed on this BBB site) that were taken on the day of pickup by the ******* assigned to the move.
  We are also including multiple estimates as this move was originally supposed be a self-packed services as opted for by the shipper with IVL only packing some china, dishes, and pictures or paintings. We have also included copies of the 3 different estimates sent to the shipper as they were making changes.
  
  During the virtual tour of the home that was done with the shipper prior to the quoting stage, the shipper walked the sales rep around the home, but was covering some areas with their hand and never took him into the garage because nothing in the garage was going, as well as they were going to ether dispose of or give away many items throughout the home.  So, the sales rep advised the shipper that he could only provide them with a quote on face value of what he was seeing in the video.
  
  However, on the day of the move the assigned ******* and the moving team walked into a very dire and unhealthy situation, nothing was packed and very difficult to navigate around the home with all the clutter, basically a hoarder situation, which made it difficult to determine what was going and what was staying as the shipper kept saying everything has to go. Just from the items we could clearly identify there were over ***** cubic feet of volume vs the final agreed to estimate which was for only 2179 cubic feet which would require 2 full 53 ft tractor-trailer loads, at which point the shipper asked our team to leave.
  
  We later received a call from the shippers **husband who wanted to know what was going on as the shipper called him and told him a different story. He is the owner of the home and had a realtor scheduled to come and take photos but had no clue of the condition inside the home.
  
  Our home office *************** Mgr. sent the shipper correspondence asking for permission to speak with her **husband because he wanted answers and wanted a resolution since he needed the items removed in preparation to sell his home.
  
  We have included copies of emails from our *************** Mgr.,as well as from the shipper granting permission to speak to her **husband, and an email to the **husband.
  
  In closing we decided in good faith to refund the shipper 50% of their deposit, in which they can use to get rid of debris in the home and dispose of unwanted items, while the **husband will fly to WI this week to access the situation and figure out a way to make more viable and without the clutter to be able to continue with the moving services.
  
  Our *************** Mgr. agreed to ***** again once he arrives at the home and possibly create a new quote after things have been cleaned out.
  

  Customer Answer

  Date: 08/08/2024

  This invoice clearly states I showed ******* the basement AND garage, which he is stating I did not

  Additionally I did not give **** permission to video tape my house. He stated that it was for inventory purposes, but it was used to attack me personally. This was invasion of privacy. He also stated that I told him to take everything in the house, which is just a blatant lie. I explained to him that NOT everything would be going. 

  This company is fabricating scenarios to make themselves look better.

  I noticed there was a similar complaint filed about them whereas the person stated the quote changed drastically once the driver arrived at the property 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22104443
  
  I am rejecting this response because:

  This invoice clearly states I showed ******* the basement AND garage, which he is stating I did not

  Additionally I did not give **** permission to video tape my house. He stated that it was for inventory purposes, but it was used to attack me personally. This was invasion of privacy. He also stated that I told him to take everything in the house, which is just a blatant lie. I explained to him that NOT everything would be going. 

  This company is fabricating scenarios to make themselves look better.

  I noticed there was a similar complaint filed about them whereas the person stated the quote changed drastically once the driver arrived at the property
  

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

  

  Business Response

  Date: 08/08/2024

  At this point, our resposne remains the same, until as agreed, we have spoken with the homeowner, (the shipper's X-husband) who will contact us once he arrives onsite. The shipper must have a misunderstanding of the BBB's role but there is nothng furhter we can or will do unitl then. Thank you. 

  Customer Answer

  Date: 08/08/2024

  I have attached an email from ********************* stating that his company will no longer work with your organization. Please read. He basically states you have no power. He is  refunding half the deposit. I still feel that this is unfair because the driver just walked out with no explanation.  Thank you 

  Customer Answer

  Date: 08/09/2024

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

• Initial Complaint

  Date:08/02/2024

  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 were sold a reasonably priced contract, and then nickeled and dimed into an extra $4K when all was said and done. Of course you can't back out, because they have your items loaded already and hold them hostage.On top of that, we paid extra for packing services and they did not even label the boxes! So when our belongings finally arrived, the delivery crew had no idea what room to put them in so we had to open all of the boxes as they were unloading to figure it out. So much of everyone's time was wasted. The packers also literally "stuffed" my husband's expensive suit, which was in a branded garment bag, into the top of a box instead of hanging it inside one of the available wardrobe boxes. They also caused significant damage to our bed drawers by not padding them when they were packed. I can provide photos of the damaged drawers.Another issue was the fact that they disassembled our furniture in an unconventional "micro" manner, and didn't even sort/label the parts for each piece of furniture. The delivery crew struggled to reassemble the furniture.And of course the person who sold us the contract and told us he'd be with us every step of the way went completely *** after he got our deposit and we never heard from him again.We paid a total of $16,171, and were later refunded $100 for "surprise" charges related to a car transport, bringing our net payments to $16,070.After going through IVL's stated resolution process, we have only been offered $145 for the drawer damage. This doesn't come anywhere close to the cost of replacing those bed drawers. Nor does it account for the fact that we paid for packing services that were incomplete (because the boxes for a 3 bedroom house were NOT labeled --- a nightmare scenario!).Given the incomplete services received, on top of the damaged drawers, a $1000 credit would be a fair resolution.

  

  Business Response

  Date: 08/05/2024

  We are responding to this matter forwarded to us by the BBB. The settlement forms the shipper downloaded along with their BBB complaint were sent to the shipper by the 3rd party claims processor and the amount was per the level of valuation opted for by the shipper.
  
  The shipper declined the offer of 3rd party full value replacement transit insurance that was offered at inception as well as declining the offer of FVP (Full Value Protection) that was offered at inception on the moving estimate, as well as on the Interstate Bill of Lading on the day of pickup, and instead opted for the Basic Liability protection on the Interstate Bill of Lading which pays $0.60 per pound per article. Hence, the $145.00 offered by the 3rd party claims processor which was sent to the shipper on 8/2.On the same day the shipper sent correspondence to our home office **************** Mgr. who is looking into the matter and will contact the shipper, but that was just late on Friday.
  
  On a side note, the $100.00 that the shipper states we refunded due to surprise charges is incorrect. Auto-transport companies allow customers to place only up to 100 pounds of items inside of a vehicle that is being transported and they do this for 2 reasons, 1) vehicles are transported by weight, and 2) for security purposes to avoid the attraction from anyone that *** attempt to break into the vehicle.
  
  The record shows that the auto-transporter charged the shipper an additional $100 for the auto-transport probably due to the shipper placing more than 100 pounds into the vehicle that was being transported. Regardless, as a good faith effort, we didnt question the additional charge and refunded the shipper $100 out of -pocket.
  
  Again,our home office *************** Mgr. will look at the claim settlement and get back to the shipper. Thank you..
  
  
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22082605
  
  I am rejecting this response because:
  
  IVL is ignoring the fact that my claim is not entirely for damaged items --- it is also for services not received. I paid extra for packing service, which is supposed to include basic labeling of packed boxes with the name of each room. However, the boxes were not labeled. Opting out of 3rd party insurance for property damage does not impact IVL's responsibility to deliver the full service I paid for.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/06/2024

  This will be our 2nd and final response to this matter. In speaking with our home office **************** Mgr.,who has been in contact with the shipper, we were advised that the claim for the 3 damaged dresser drawers (which were made of particle board), as per the level of valuation opted for by the shipper the weight of those items @ the $0.60 per pound per article only allowed for a warranted settlement of $35.00.
  
  However,taking into consideration the shippers claims that boxes were not properly labeled, we asked the claims processor to add an additional $110.00 (and charge back to **) for a total of $145.00 as seen on the settlement document the shipper received from the 3rd party claims processor and shipper scanned along with their BBB complaint. The shipper needs to sign that document and return back to the 3d party claims processor so they can process payment to the shipper.
  
  We think that the increase of $110.00 plus the $100 refund that we previously refunded to the shipper that was charged by the auto-transporter (whether warranted or not) is sufficient.  
  
  Other than that, there is nothing further we can assist with. Thank you
  
  
  

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22082605
  
  I am rejecting this response because:
  
  $110 is nowhere near sufficient to cover the fact that boxes were not labeled. When I say "not labeled" I do not mean that they were "not labeled appropriately" --- I mean that they were NOT labeled. Period. As stated previously, $1000 would be adequate to compensate for the fact that labeling was not provided in the packing service we paid for. If $1000 is not refunded, I will continue (and increase) my social media campaign to bring to light the disgustingly poor customer experience delivered by IVL. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/02/2024

  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 IVL to move us from ** to **. They damaged or destroyed EVERY piece of furniture we moved, and didnt deliver two boxes of valuables. They also damaged a very expensive bike and they feel like they are being generous is paying us $351 in total compensation for our losses? Oh, they said they will give us $750 because they are just going above and beyond. Horrible service! Horrible company to deal with. I see why they arent accredited by the BBB. The only reason why we used them is because our Brother gave us their name.

  

  Business Response

  Date: 08/02/2024

  We are responding to this matter forwarded to us by the BBB. Were sorry that the shipment incurred some damages in-transit which unfortunately occurs at times.
  
  However,in looking at the file, the claim was processed by the 3rd party claims processor at the level of valuation opted for by the shipper since the shipper had declined both the 3rd party full value replacement insurance offered at inception as well as the *** (Full Value Protection)offered on the Interstate Bill of Lading on day of pickup.
  
  Nonetheless,we are glad to see that the shipper acknowledges that rather than just offering the warranted amount in accord with the shipper's choice of coverage, that we went above and beyond, doubling the warranted amount. Thank you 
  

• Initial Complaint

  Date:08/01/2024

  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.

  In late June, after researching several moving companies, I decided to contract with International Van Lines to move my household belongings from **************** to ************* (approximately 400 miles). During my research process I had approximately five conversations with the companys Senior Relocation Specialist, ***********************, at ************, so that I could fully understand the companys policies. I signed a bill of lading on or about July 16. At that signing, the company committedvia a written email from ******************************** Account Manager at ************** pick my boxes up on July 22 and deliver them on the 25, 26, or 27 of the same month. The first part of the move went well. On July 22 two movers from the company (****** and *****) came to the point of origin and packed and loaded 75 items. As planned, the items were delivered to my new home in ********** on July 26. Unfortunately, the delivery contained only 66 of the 75 inventoried boxes. Since the delivery was missing nine of my boxes, I insisted that the delivery driver (*********) call his manager to help determine where the missing boxes were. After several attempts to get a manager in the phone, I was told that no one in the company knew where the boxes were. I was also told that a top manager would call me first thing on Monday AM, the 29th to begin the resolution process. I received no call so I have called and/or emailed the company on a daily basis. There has been no response.The cost of the move was approximately $3800 and I have already paid $3100 even though nine of my boxes are still missing.Unless all nine boxes are found and delivered to me within the next three week, I request a full refund of all money already paid plus the replacement value of items in the nine missing boxes (which contained expensive work clothes, shoes, scarves and high-tech workout clothes, boots, jackets, sleeping bags, and backpacks.

  

  Business Response

  Date: 08/02/2024

  We are responding to this matter forwarded to us by the BBB. In speaking with the carrier, they have advised us that they are certain that there are no missing items, rather, due to an inventory glitch in their iPad software there were more labels created than actual boxes packed and transported,
  
  Therefore,they agreed with the shipper to only collect partial final payment upon delivery, to give the shipper time to go through their boxes to confirm receipt of all their items.
  
  Today,August 2nd, the carrier sent us an email which we have included along with this response, advising us that they contact the shipper to confirm they have gone through all their boxes, but the shipper said they were traveling to ******, tomorrow morning (9/3) for a month and upon her return will do a search of their boxes and will follow-up with shipper upon their return, on 9/3 or thereabouts. Thank you
  
  
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22077317
  
  I am rejecting this response because: I am still missing boxes. I had three boxes labeled ALASKA in my shipment and they were not amongst those delivered in July 28th. There may be other boxes missing as well. These three, however, are definitely missing as of now. The ** for ***************** ******, promised to make this right. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/05/2024

  This will be our 2nd and final response to this matter. In our initial response we included the communication between the carrier and the shipper that the carrier forwarded to us, which showed that both parties had agreed that the carrier will do a thorough search of their facility and likewise, upon the shippers return from their 30 days trip to ****** the shipper will search all their boxes to ensure the items have either been received or indeed are definitely missing.
  
  If neither the carrier can locate the boxes in their facility, or the shipper cannot find the items in any of the re-packed boxes, the carrier will most assuredly and accordingly address the claim if it becomes necessary. 
  
  But until them, there is nothing further we can do from this end, until this takes place as agreed. Thank you.
  

• Initial Complaint

  Date:07/31/2024

  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.

  we contracted with international van lines to move from ********* to ******* in October, 2023. After we arrived and unpacked, we discovered several pieces of furniture were damaged and several boxes were missing. We documented all of the issues with photos and filed a claim with international van lines. we completed the appropriate required documentation and on April 15, 2024 international van lines informed us they would pay $800 for damage and loss. After waiting 30 days with no claims payment arriving, we made multiple attempts via telephone and email to contact them at the end of May we received an email telling us the check was lost in the mail.we continued making attempts via telephone and email to contact international Van lines and finally on July 8. We were told via reply Email a new check would be sent. We have still seen no payment and are unable once again to get a reply either by telephone or email.

  

  Business Response

  Date: 08/01/2024

  We are responding to this matter forwarded to us by the BBB.
  
  The shipper's complaint is regarding her claim settlement refund. The claim was closed in April, since too much time has passed since we had run her card for the deposit, our accounting ***** was unable to refund the card on file as per the shippers credit card company.
  
  ***** in our accounting ***** reached out to the shipper via phone attempting to offer alternative payments methods, but the shipper did not return her call, so ***** mailed a paper check. In *** the shipper reached out inquiring about her payment, ***** offered to stop payment on the check that had already been mailed (which evidently had not yet been received by the shipper) and ***** her the refund, but the shipper said they are not set-up to receive Zelle payments, therefore ***** mailed a new check.
  
  After 2 attempts at mailing a check, ***** has  reached back out to the shipper,address has confirmed, so we are mailing a 3rd replacement check via ***** at our expense and shipper has already been provided with a ***** tracking # (on 8/1 @ 1:02 PM).Thank you.
  
  

  Customer Answer

  Date: 08/14/2024

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

• Initial Complaint

  Date:07/13/2024

  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.

  We were dealing with ********* first, who was fired due to lying and being 'not transparent.' Then ******* took over, who would not call me back, though I called and emailed every day for a week before our move. When she finally called late afternoon the day before the move, we realized that what we were told was not true. She also was vague about delivery dates. On the date of our move, July 2, our lead mover told us the truck would be driven directly to our house and delivery would be on July 13th. We said that is a great day. UNFORTUNATELY, the July 13th date was a dupe! They chose that day as our 'earliest delivery date.' We would have said July 3rd, had we understand the way they work. Now, 2 weeks after they boxed our stuff, it is still sitting in ***** with no delivery date. Please help.

  

  Business Response

  Date: 07/15/2024

  We are responding to this matter forwarded to us by the BBB. Along with this response we are including a copy of the Binding Moving Estimate which was acknowledged as being read and agreeing to its terms and conditions by the shipper prior to signing on 1/31/2024, and where we have highlighted parts pertinent to this matter. There we have highlighted to those that the shippers originally reserved Move Date (pickup at origin) was 05/02/2024 with a backup date of 05/03/2024. Also highlighted directly beneath ESTIMATED DELIVERY FRAMES where it clearly explains that delivery can be anywhere from 2 -21 business days after the shippers chosen FADD (First Available Delivery Date).
  
  Following that, the shipper kept revising their Move Date due to the sale of their home being delayed but finally on May 29 settled for a 07/02/2024 Move Date, with a 0703/2024 back-up date.
  
  Regarding the delivery date, the shipper chose 7/13 as their FADD, on the Delivery Form on day of pick-up where they initialed and signed on 07/02/2024. The shipper is incorrect, as we do not choose any shippers FADD.
  
  The ************* has informed us at the *********** that the trailer destined to that region has been loaded and shipper will receive correspondence from the Dispatch Team once the trailer departs. Thank you.
  
  
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21985890
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/17/2024

  I've amended an earlier letter that I wrote this morning with new information. **

  

  Business Response

  Date: 07/17/2024

  This will be our 2nd and final response. We have included along with this response a copy of the July 16 (not July 17) email sent from the Dispatch Team advising shipper that the tractor-trailer destined for that region has departed and the driver will contact ******* in advance of his arrival at shippers residence.
  
  Keeping in mind that the transit time for this cross-country delivery is approximately 2500 miles, (FL-AZ) and drivers are only allowed to drive a certain amount of hours per day (as per FMCSA regs), and that the delivery team has other delivery stops along the way, therefore, there is no way to give a specific delivery date and time, which is why drivers are provided with the shipperscontact #s corresponding to their deliveries, so they can call the shippers when approaching delivery destination.
  
  However,the shipper responded they are unable to receive calls from unknown #s on the phone we have on file, so they provided us with an alternate # for driver to call. Which we provided to the driver and provided the drivers contact # to the shipper. Please see July 16 & 17 emails included along with this response.Thank you.
  

• Initial Complaint

  Date:07/01/2024

  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 received a binding quote from International Van Lines after sending them pictures of all our belongings and coordinating with them multiple times. The quote from their sales rep was for ***** cubic feet and was confirmed several times. Their sales person assured us that this quote was 100% accurate and, being binding, would only go down, not up.When the movers arrived on the 11th, they walked through the house with my wife while the rest of my family was in the yard. After the walkthrough, the movers wrote down ***** cubic feet on a piece of paper and said the new volume was now this numberan additional ***** cubic feetresulting in an extra $11,574. The mover and move coordinator refused to provide an updated bill of lading explaining why the quote was being changed. They just indicated that sometimes things are bigger than expected and began to list things that were clearly listed in the bill of lading from the original quote. They refused to move any of our furniture until we signed the document. Their limited English made communication nearly impossible. They also brought the wrong size truck so we were a day delayed on leaving resulting in additional cost.The move coordinator for International Van Lines said we either had to leave our things or pay. Having already given them a deposit and running out of time for other options, we had no choice but to comply. If we had been given an accurate quote, we would not have moved forward with their service. This felt like extortion and has severely impacted us financially.Once we arrived the driver was over an hour late to the scheduled delivery. Their movers were spitting on the floor and refused to build all of the furniture the original crew had disassembled. They also left certain items partially assembled and broken.We are working with them to try and recoup some of the cost but once we paid they began to become difficult to get ahold of and keep indicating they will get us an update eventually.

  

  Business Response

  Date: 07/05/2024

  We are responding to this matter forwarded to us by the BBB. Along with this response we are including a copy of the final estimate as the shipper kept making changes to the estimate they had originally signed and agreed to. After reducing their piece count from 235 pieces / 2030 cubic feet to 214 pieces / which decreased the estimated volume to 1714 cubic feet,this is the estimate we have included along with this response, as the shipper confirms in their complaint statement.
  
  On there we have highlighted to show items pertinent to this matter, such as,
  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
  
  Along with this response we are also including a copy of an email sent by our assigned Acct. Mgr. on 7/5/2024. The shipper had been in contact with our office asking for an explanation so in the email she breaks down the items on the agreed to Estimate vs the Physical (actually picked up) and using the box count only as an example the estimate calls for 132 total boxes (610 cubic feet in boxes as per estimate, vs 326 boxes 1564 cubic feet( in boxes only),which is an additional 194 boxes totaling additional 954 cubic feet in boxes alone.
  
  On the account review she points out that aside from boxes, they added additional items including but not limited to; Bikes, Bookshelves, Weights, Garden Cart, Utility Cart, Ladders,Cooler.
  
  In total the shipper added an additional 1286 cubic feet in volume for a total of 3000 cubic feet vs the 1714 cubic feet they had agreed to, which btw, in an effort to assist the shipper the shipper was charged $1.00 less per cubic foot for the additional volume totaling a discount of $1,286.00.
  
  The shipper also states they we arrived with the wrong size truck. The 26 Box truck our moving team arrived with was sufficient enough to handle the 1714 cubic feet we expected to pick up, but of course would not have the capacity to handle the unexpected additional 1286 cubic feet.
  
  ******* also stated, Their sales person assured us that this quote was 100%accurate and, being binding, would only go down, not up. Although the shipper didnt mention it in their complaint, the shipper previously had requested a copy of the recorded conversation with the salesperson. Along with this response we are also including a copy of an email the same Acct Mgr. sent to the shipper today and points out to the shipper that in the recording the salesperson is heard going over the price per cubic foot is a binding rate however, if you have additional items while the rate remains the same it will increase the overall cost of the move
  
  
  We are also including a copy of the UNIFORM HOUSEHOLD GOODS BILL OF LADING, where we have highlighted to show the original estimated volume of 1714 cf + the additional 1286 cf for a total of 3000 cf.
  
  In closing, the shipper was charged accordingly barring of course the $1.00 concession we deducted for each additional cf in overages,(-$1,286)..Thank you.
  
  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21926783
  
  I am rejecting this response because:
  
  I have attached the executed contract that I was pressured to sign which clearly shows that they did not include an update bill of lading listing additional items that they claimed "I added" which they have to provide. The salesperson had all of pictures of all of our belongings and nothing was added he just made a mistake on the BINDING quote. All of the changes we made were items we did indeed sell that weren't present on the bill of lading or additional items they listed. When I pressured them to tell me what had changed they refused to provide a new bill of lading. They have refused to help me recoup the additional charge and instead sent me a version of the bill that the movers had written on after it was executed where they added a new bill of lading after the fact. They did not uphold their end of the agreement and their salesperson did a poor job at quoting our move which is not our problem yet we hold all of the responsibility
  
  As for the recordings, I have continually requested the recordings of the SALESPERSON not the account manager I was communicating with mid-extortion. They told me to sign the document or risk leaving my stuff that they had quoted to move. We had no other options with renters coming and deadlines to meet in the new state we were relocating to.
  
  As for the wrong size truck. This delay was due to the poor quote not because of anything we did or added.

  How can this company not see that they made a mistake and that they need to own up to it? No other moving service did this poorly with the quote. They were by far the lowest with the same information after we questioned them continuously.
  
  As for the list of additional items they sent: Bikes, Bookshelves, Weights, Garden Cart, Utility Cart, Ladders, Cooler.
  
  - We asked the movers not to take the bikes and they didn't speak english and took them anyways.
  - The bookshelves were destroyed
  - The weights are two dumbells
  - Still don't have an explanation on the garden or utility cart
  - Ladder is a 3-step ladder
  - Cooler was a small 6-pack cooler
  
  This additional item list would result in minimum additional fees if they did account for them. 

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

  

  Business Response

  Date: 07/08/2024

  This will be our 2nd and final response. Not sure what time this 2nd complaint or rebuttal was made by the shipper except that it was posted today 7/8 and forwarded to us by the BBB @ 1:14 PM. The shipper just got off the phone with our Customer Relations Mgr. today (7/8) just 30 minutes (or less) ago.
  
  They agreed that our CR Mgr. will look further into the matter, the shipping docs,and listen to the sales call. Which btw, the recording that was sent to the shipper at their request was the sales call not the Acct Mgr.s call as the shipper stated. Thank you.
  
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21926783
  
  I am rejecting this response because:

  Immediately following the submittal of these complaints I received a call from a customer service rep for IVL. They have informed me they are looking into the matter and plan to come to me with a possible resolution. We requested copies of our calls with them to help show why we were led to believe that our binding quote indicated that we would not receive any additional costs. They have stated that the recordings were deleted due to age but shared with us our first recording that was much older than the more recent calls that we asked to review. We have yet to receive a time to resolution or next step and this issue needs to remain open until those steps have been received.

  Overall IVL was in agreement that the quote should have never been that far off. I have reviewed the photos provided to confirm they were sufficient of all of our belongings. Even if they had added the small list of remaining items that they claim were not on the list, the additional cost would have been minimal as opposed to the $11,600 we were billed in addition to the original binding quote.
  
  The main issue that we continue to focus on is the fact we were quoted a wildly incorrect amount for the move and led to believe it was accurate after multiple conversations. By the time the quote was doubled on the day of the move we had no other options to move our belongings across the country and our contract stated that the $5,000+ deposit was no longer refundable further ramping up the pressure we felt to execute the contract.
  
  I am hoping to resolve this issue soon but wouldn't recommend this process to anyone else if asked.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/27/2024

  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 household belongings from ********, KS to *********, **. The moving company loaded April 23, ************************************************************************* *******. Sent email to ********************************* May 29th that my closing date was scheduled for June 21st and that I would like my belongings to be delivered on June 22nd. ******* confirmed via email May 30th that dispatch was aware that my requested delivery date for June 22nd. Sent email to ******* on June 18th to make sure we were on track for delivery on June 22nd. I did not receive a response from her. After I sent several emails and called International Van Lines I received an email from ********************************* June 21st stating "...I do not see a requested delivery date listed for you." Sent email same day stating I sent requested delivery date to ******* on May 29th via email. I also forwarded my email communication with ******* to ********. Received email June 24th from ******** stating "at this time we are currently still working on your delivery and the trailer heading to ** has not arrived just yet...delivery is estimated 2 - 21 business days from the first available delivery date of 06/22/2024." I find this process and response unacceptable. I communicated my delivery date with plenty of notice. International Van Lines dropped the ball in making sure my requested delivery date was even documented and therefore delayed the delivery of my items. I am currently living in a hotel and my dogs are in boarding due to the errors of International Van Lines. I would like International Van Lines to expedite the delivery of my belongings; reimburse me for hotel, food, dog boarding, and prorated storage expenses starting June 22nd through date of delivery of my belongings to my home; and reimburse 15% of my total bill with International Van Lines for the added stress and time away from work their errors have caused. Supporting documents available on request.

  

  Business Response

  Date: 06/27/2024

  We are responding to this matter forwarded to us by the BBB. Along with this response we are including a copy of our Binding Moving Estimate,that the shipper acknowledges reading and agreeing to its terms and conditions,prior to signing on 04/08/2024 @ 01:08:39 PM, and where we have only included and have highlighted to show items pertinent to this matter.
  
  As shown, directly beneath ESTIMATED DELIVERY FRAMES, it explains that a delivery can take anywhere from 2-21 business days after the shippers First Available Delivery Date (FADD). Also it states that a Requested Delivery Date is a request but not a guarantee.
  
  We have also included a copy of emails sent to the shipper on May 30 & June 24 where both again explain the terms and conditions the shipper agreed to regarding ESTIMATED DELIVERY FRAMES. 
  
  Unfortunatetly, the shipper has a misunderstanding of the BBBs role, as making a complaint cannot change a process that has been in place for many years. The Jun 24 email explains that  someone from the Dispatch Team will contact the shipper once the trailer arrives, is loaded, and destined to the shippers final destination. The shipper will be informed accordingly.  Thank you..
  

• Initial Complaint

  Date:06/20/2024

  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 booked with International Van Lines on 02/08/24 for a move scheduled for 06/09/24, and was quoted $14,000. On 06/07/24 I was told they would be there on 06/08/24 (no warning).On the day of the move, I was told I had to agree to $18,000 in case I had more than originally quoted, and they couldn't even start unless I agreed.Throughout the move I was told I would be at the amount of the original quote.At the end of loading, I was told that they were mistaken, and I had exceeded the amount, and I needed to produce another $2,000 now, and $2000 more at delivery.On a Saturday, I was made to go to the *** and get $2,000 cash.They were supposed to deliver my furniture in ***** on 06/23/24. On 06/12/24 I contacted IVL to ask if I could change my delivery date to 06/21/24 (tomorrow). I was told that was fine.Now, they won't take my call and I am being told that I won't likely get a delivery tomorrow, but it could vary by a few weeks.This is robbery.

  

  Business Response

  Date: 06/21/2024

  We are responding to this matter forwarded to us by the BBB. Along with this response, we are including a copy of our Binding Moving Estimate where we have highlighted items pertinent to this matter. The estimate shows that the shipper acknowledges reading and agreeing to its Terms & Conditions prior to signing on 06/03/2024 @ 02:11:46 PM. It also shows that during the quoting process the shipper provided us with an Article List of items consisting of a total of 341 Pieces for a total Estimated Volume of 2322 cubic feet.
  
  On the agreed to estimate we have also highlighted; This is a Binding Estimate: "An agreement made in advance with your mover, which guarantees the total cost of the move based upon the quantities and services shown in the estimate. Please note, if the shipper (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 highlighted beneath ESTIMATED DELIVERY FRAMES where it describes in detail that a delivery can take anywhere from 2-21 business days from the shippers first available delivery date (FADD) and goes on to described that a Requested Delivery Date is a request but not a guarantee.
  
  On the day of pickup, the shipper signed the onsite revised at 12:20 pm. Team was scheduled to arrive between 10am and 1pm, they arrived at noon, went through the inventory and immediately discovered the customer had a larger number of boxes, and dressers then originally disclosed to us during the quoting stage.  ******* chose a self -pack service and provided a inventory including 3 double dressers. ******* had a total of 13 single and double dressers. On the onsite, he was only charged for 2 additional dressers.The account is in for a full review. However , the 5 page Descriptive Inventory done on the day of pickup shows the shipper had 420 pieces and NOT the 341 pieces shown on the agreed to estimate, for an additional 678 cubic feet, which as a matter of course would change the agreed to Estimated Volume of ***** cubic feet to ***** cubic feet as shown on the ONSITE NEW BINDING ESTIMATE that the shipper agreed to and signed on the day of pickup (6/8/2024).
  
  On the agreed to estimate we have highlighted to show that the shipper had 2 possible pickup dates (6/8 and 6/9). At inception and prior to pickup, ******* also received a Welcome email explaining we will not contact him with pick up information until one business day prior to his scheduled move. ************;contacted the shipper by phone and email the day prior to notify the customer of the arrival date and time, so it was not (no warning) as the shipper alleges and we have included a copy of the email with pickup information that was sent to shipper on 6/7 @ 3:31 (the day prior to pickup) which also explains the delivery timeframes
  
  Shipper is very aware of the delivery timeframes, and not only from the estimate or the 6/7 pickup information email sent, as highlighted above, but  these were also explained by both ********, the Relocation Specialist that worked on the shippers estimate, but also the Account Manager ******* prior to the pick up.
  
  ******* also received a Delivery Form on the day of the move, to which he signed and we have included along with is response, where we have highlighted to show that the form also explains the delivery timeframes.
  
  Finally, on 06/18/24 The shipper spoke with ******* asking to change his delivery requested date from 06/23/24 to 06/21/24. ******* advised the customer we have updated his delivery date request, however he was again advised this is not a guarantee delivery date. On 06/20/24 *******, and ******** advised the customer his items are still in staging awaiting the next trailer to arrive, and we have included that June 20 email as well along with this response.
  
  Thank you..
  
  

• Initial Complaint

  Date:05/22/2024

  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.

  International Van Lines has failed to provide clear and accurate service. The ****************** managers *******, *******, ****, ***** have struggled to provide accurate details, consistent instructions and do not understand what the dispatching operation is doing. This department staff has also struggled to pick up the phone, call back on the same day, email etc. Also we were told that the items would be delivered within 2-12 days. Then we received conflicting information that a full payment had to be received in order to deliver the items to our final destination. The previous instruction was to provide an initial deposit of $4926 then the movers would move the items to *****. However before unloading the items a full payment must be done. As of 05/22 our items are still in ************** and a new instruction of a full payment had to be made in order to even load the trailer and send the items in transit. This contradicts the original instructions. The payment in full was paid on 05/21 after attempting to contact the billing manager 4 times ( 3times via phone call and 1 time via email). When on the phone with several of ****** coworkers the reason she would not pick up the phone on 05/21 for payment was because she was on a lunch of over 1.5-2 hours. This is already ridiculous and I hope the employer corrects these extended lunches which likely is not supervised. My employer also became frustrated at the constant changes made by the company representatives. Clearly this demonstrates a lack of company wide procedures and training of management. As of 05/22 the *** management still has no idea when or where the trailer to load our items in ************** is. Working in a fortune ************************************************************************** training. Our items were packed from our previous home address on 05/14. According to their principal business declaration we should have our items by 05/26. It takes 2 days to ***** then 1 day to unload.

  

  Business Response

  Date: 05/23/2024

  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 and have highlighted to show that the shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 05/07/2024.
  
  There we have highlighted to show items pertinent to this matter such as ESTIMATED DELIVERY FRAMES, where beneath it describes that delivery can take anywhere from 2 to 21 business days from the shippers chosen FADD (First Available Delivery Date). We have also included a copy of an email our home office **************** Mgr. sent to the shipper on 5/23 @ 12:25 PM explaining this and addressing their other concerns, such as;
  
  Your pick up was completed on 05/13/24, and you were not ready for immediate delivery. We did not hold your shipment for payment,you provided a delivery requested date of 05/18/24.
  
  **** did not guarantee you delivery on this date, he advised you the transit time which is the time it will take to travel from UT to ** depending on the number of deliveries the driver may have is about 2-12 business days. This is not from the date of your pick up as we would have arrived sooner than your requested delivery date. 
  
  Also, in her email she advised , We have received confirmation your trailer is here, it is currently being offloaded, cleaned and inspected. Once the trailer is loaded this Thursday evening/Friday morning, we will notify you in writing of the estimated arrival date. Please let me know if you have any questions.
  
  We have also included responses from the shipper which seem to indicate they understand.
  
  Hopefully this will provide a better understanding of the process for the shipper & recipient, we are sorry for any misunderstanding or inconvenience this may have caused. Thank you.