Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi -- apologies this is late on this complaint. It should *not* be resolved. I did get a response from International Van Lines, which contained a long-form response to my concerns as their representative noted in the complaint. I believe their accounting of the timeline were accurate, and some justification were satisfactory, though I disagreed with others. The company offered me $300 in refunded fees. I countered, asking for $900 to refund the surprise fees with transferring my items to a shuttle truck for delivery, which I maintain could have easily been predicted in advance of the move. Regardless, I never heard back from the company after that, and never even received the $300 they offered. I responded to their email on Weds 1/10, and did not get a response. I re-sent my response again on Sunday 1/21, and still have not received a response.provide any progress updates. Even an estimate on delivery week or number of stops would have been useful, but corporate either doesn't have that info or is unwilling to provide it.On delivery, IVL knew the drop-off address before we even booked the move. The day before delivery, they say the 53 truck wont fit in my neighborhood so they need to move everything to a smaller vehicle for a $900 fee. My landlord said the neighborhood would fit the truck, but *** never physically inspected this and presumably just inferred it from satellite imagery. Theres NO reason this information could not have been factored into the quote.The local pick-up/drop-off teams were thorough. However this does not make up for all the issues with the corporate team. I am profoundly disappointed and frustrated with the lack of communication and the many contingencies that drove the price up at each stage, most of which could have been avoided by better planning even before my items were picked up.

  

  Business Response

  Date: 01/03/2024

  We are responding to this matter forwarded to us by the BBB.Our home office *************** Mgr. did the research on all of the shippers concerns and sent the shipper an exhaustive and detailed explanation showing the additional items that were not part of the agreed to estimate that the shipper acknowledged reading and agreeing to prior to signing and these additional items was the reason for the increase in volume, hence that of course was what caused the increase in the cost of services rendered.

  The estimate the shipper agreed to states, This is a Binding Estimate: "An agreement made in advance with your mover, which guarantees the total cost of the move based upon the quantities and services shown in the estimate. Please note, if the shipper decides to add any services after the agreed upon quote they will be charged accordingly. It is important that the shipper provide as much information as possible to the moving company".  
  Being an experienced semi-tractor trailer driver, she was also able to explain the shuttle service that was needed and how that was also on the agreed to estimate as an exclusion if needed along with diagrams and photos of the shippers street. Also addresses were the payment methods and every other concern the shipper stated in their complaint, but too long to upload onto the BBB site. Thank you. 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21065556
  
  I am rejecting this response because: Hi -- apologies this is late on this complaint. It should *not* be resolved. I did get a response from International Van Lines, which contained a long-form response to my concerns as their representative noted in the complaint. I believe their accounting of the timeline were accurate, and some justification were satisfactory, though I disagreed with others. The company offered me $300 in refunded fees. I countered, asking for $900 to refund the surprise fees with transferring my items to a shuttle truck for delivery, which I maintain could have easily been predicted in advance of the move. Regardless, I never heard back from the company after that, and never even received the $300 they offered. I responded to their email on Weds 1/10, and did not get a response. I re-sent my response again on Sunday 1/21, and still have not received a response.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/25/2024

  This complaint was closed by the BBB on 1/14,2024. We are glad that the shipper admits they received an exhaustive response which coincides with our previous response. In that January 3rd communication the shipper received from our home office Compliance Mgr. were included charts, graphs with explanations showing all the charges were justified, including the shuttle services that were provided.
  
  If the shipper goes back and reads the end of that Jan. 3rd email, he will see that our *************** Mgr. only made the $300 offer as a "courtesy", an effort made in good faith, nothing more.
  

  The shipper must have a misunderstanding of the BBBs role, but there is nothing further we can do. Thank you.
  
  

  
  

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21065556
  
  I am rejecting this response because: their "good faith" partial refund offer was never sent and they stopped responding to any correspondence following their initial response. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did inform IVL of all issues on 10_23_2023(see the attachment) and then the gym issue when we found it early December.  A copy of that input shows many other non-delivered items.  I do not believe that their claims department is sharing information the company. Two of their company's employees provided me with the path to the claims department even though I had told them what was missing. The driver and the two employees we interacted with did nothing to find our lost or stolen parts.  
  They contracted to deliver our household items and do differentiate between damaged items and nondelivered items, one of which makes a valuable gym a total loss. They have not honored their contract!
  Related to the reassembly of items, they took them apart!  Their employee, *************************, verbally assured us that all items that they disassembled they would reassemble.  Their employees even tried to reassemble but stated that the persons who disassembled them (IVL) employees must not have shipped all of the parts.  These employees sent me to ********** to find parts and assemble it myself.  They left as it was 6 pm or so on a Saturday night

  cable. 2 Weight selection pin missing 3 Seat for leg press attachment 4 Back for leg press attachment 5 One seat hand grip for leg press assembly

  Customer Answer

  Date: 12/22/2023

  I sent the above email to ***********************, an employee of IVL, on the 23rd of October FYI.  They knew and ignored their errors. 

  Customer Answer

  Date: 12/23/2023

  We are not sure the *** response even comes from a *** employee but ***be an attorney reading fine print but perhaps has never participating in a move. 

  Movers always take things apart for shipment and then reassemble them on arrival.  They do this to allow more and more items into their trucks so they can make more money.  No one would put an assembled table or hutch or anything else they take could take apart in their truck.  The *** responding person *** have never participated in a move and has NO knowledge of our move!

  *** disassembled and reassembled our patio table, our dining room table, our hutch, our primary bedroom bed, my office furniture including both desk and computer desk and a few other items (these facts alone indicate the responder has NO knowledge or our move).  They just quit when it got late on a Saturday night and gave their job to us.  The driver took a list of damaged and missing items with him on departure, but that list *** have never been looked at by ***.

  We continue to hope *** will respond appropriately to their failure to honor our contract.  

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

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21032212
  
  I am rejecting this response because:

  We are not sure the *** response even comes from a *** employee but ***be an attorney reading fine print but perhaps has never participating in a move. 

  Movers always take things apart for shipment and then reassemble them on arrival.  They do this to allow more and more items into their trucks so they can make more money.  No one would put an assembled table or hutch or anything else they take could take apart in their truck.  The *** responding person *** have never participated in a move and has NO knowledge of our move!

  *** disassembled and reassembled our patio table, our dining room table, our hutch, our primary bedroom bed, my office furniture including both desk and computer desk and a few other items (these facts alone indicate the responder has NO knowledge or our move).  They just quit when it got late on a Saturday night and gave their job to us.  The driver took a list of damaged and missing items with him on departure, but that list *** have never been looked at by ***.

  We continue to hope *** will respond appropriately to their failure to honor our contract.  

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

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

  

  Business Response

  Date: 12/21/2023

  We are responding to this matter forwarded to us by the BBB. Along with this response we have included a copy of our moving estimate where we have highlighted to show the shipper acknowledges reading and agreeing to the terms and conditions prior to signing as well as highlighting items pertinent to this matter.
  
  The shipper states we did not assemble certain items but the agreed to estimate shows we only assemble Basic furniture. Also, we highlighted beneath The following services are NOT included in your ******************* Please read carefully.   On that list we have highlighted ****************** It goes on to say that if this service is needed there is a charge. Evidently the shipper took it upon themselves to hire 4 people to unpack their boxes and wants us to reimburse them for the 16 hours of labor the shipper paid to the laborers they hired. 
  
  Finally, we have included a copy of an October 18, email the shipper sent to our company advising us that a PRESSURE WASHER was not delivered. Nowhere do they mention the list of items they are now saying in their BBB complaint.
  
  Therefore, our home office *************** Mgr. sent the shipper an email on December 21 @ 3:36 PM which we have also included along with this response. There, she again explains that unpacking was not included in the service as per the estimate as well as the reassembly concerns. Also, letting the shipper know that the shipper never informed us of missing items except for the Pressure Washer previously mentioned, but we will begin a track and trace for these other items they are now informing us about. Thank you.
  
  

  

  Business Response

  Date: 01/02/2024

  This will be our 2nd and final response to this matter. In our initial complaint that *** responded to, IVL addressed the matter, and the BBB knows that is was IVL who responded.So, were not sure why the shipper is creating an allegation that maybe our attorney responded to the BBB. Also, the reason for disassembling items is not to allow more and more items into their trucks so they can make more money. as the shipper alleges, but to ensure their items fit into the truck. For example, moving companies will disassemble a baby crib or a trampoline but will not reassemble them for safety reasons. Therefore, it is not an accurate depiction of the moving industry when the shipper alleges, Movers always take things apart for shipment and then reassemble them on arrival.As per the agreed estimate, we do re-assemble basic furniture, just as outlined and described in the agreed estimate that the shipper acknowledged as reading and agreeing to prior to signing.
  
  In regard to who is responding or not, in our initial response we included a copy of an email that our home office *************** Mgr. sent to the shipper on December 21 (which we again include with this response), explaining this very clearly as well as addressing the items the shipper claims are missing since the shipper had initially only contacted us about one item as shown by the shipper Oct 18 email to us, which we also included in our initial response and will do so again. And we can assure the shipper ****************** (our ***************. Mgr.) is not only an employee of IVL, but very knowledgeable of the industry as she has been on the road doing ride alongs with many of our drivers for years.
  
  In closing, our *************** Mgr. has reached out to the shipper as shown in her Dec 21 email to the shipper, but it appears the shipper doesnt want our help and must have an incorrect misunderstanding of the role of the BBB as they prefer making unfounded assumptions and allegations of who is responding or reaching out to them. Thank you.
  
  

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21032212
  
  I am rejecting this response because: IVL continues to seem to not understand the problem they have created for us.  They offer $300 after not delivering hundreds of dollars worth of tools and not delivering all parts for an $8,000 gym that make it a total loss.  My total cost in the complaint is not for damaged goods  but rather none delivered goods.  They picked them up form us and did not deliver them.  

  Theft is a fitting term for their actions and why I have filed a police report.  

  "Theft is a crime that involves taking someone elses property without their permission. The severity of the crime depends on the value of the stolen property and the circumstances surrounding the theft. In general, theft of property worth more than a certain amount is considered a felony. The exact amount varies by state, but it is typically around $500 or more.."
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21002081
  
  I am rejecting this response because:

  When I spoke with *********************** on two separate occasions prior to submitting a deposit, he assured me during both conversations that IVL was NOT a broker and would not hire another moving company, that the movers were IVL only employees, my belongings would be stored in a climate controlled facility with IVL, and that even the moving truck would say International Van Lines.  I have a witness that was present to these conversations as the call was on speakerphone and can sign an affidavit attesting to such.  If, as IVL is claiming, that ************** doesn't know scheduling and if non-IVL movers would be used, why did he so confidently tell me only IVL would be performing the move and that subcontractors were not used?  It sounds to me as though ************** knew this and was dishonest in order to obtain a deposit and contract from me. 

  The moving date was scheduled for July 9th, 2022.  As IVL said in their response, I was informed via email on July 8th, 2022 at 4:12 p.m. that a subcontracted company would be arriving the following morning to pack and move my belongings. I didn't see the email until it was too late to call the office and cancel for the following day, and I needed to be out of the house the following day.  There was no time or way to have cancelled and this is not what I agreed to or was promised by **************.
  

  The IVL Insurance Specialist also is incorrect when she denies that she promised I was being sold a policy for replacement because I specifically asked before purchasing if as much as a scratch on my dining room table (one of my high value items) occurred, if replacement would be the result.  She assured me that was the case and the policy I was purchasing, and I also have the same witness to that conversation and can have an affidavit signed for that as well.

  The argument about car damage is not applicable here.  Vehicles are made on an assembly line with identical replacement parts and specific paint codes for each vehicle based on year, make, and model, so if a repair needs to be made, a bumper or door can be replaced and repainted to be an exact match with no visible evidence of the damage.  That is not the case with the damaged high value items because most of them are wooden or metal with missing pieces that have been knocked off, scratched out, and have divots.  Exact replacements and refinishes cannot be made and if an attempt at these repairs are made, it will not be restored to original condition, which is why I asked for and was told I was being sold a replacement policy if such an event occured.  One damaged item, I was told by the adjustor, was because the item wasn't stored in a climate controlled facility, which I was told is what I was also paying for with the storage fees. 

  I paid $8,492.07 for the initial premium plus additional monthly premiums of $1,132.38 during the extended storage.  Why would I pay that much for a policy that will not replace items that cannot restore high value items to their original condition?  $13,021.59 just for an insurance policy to repair broken wooden high value items that will look like Frankenstein? I don't think so.
  

  In addition, many of my items, particularly the gym equipment, was not padded, protected, or packaged in any shape or form, as they were paid to protect all of my belongings.  The dumbbells were merely taped together at the handles and carelessly thrown into the truck and the weight plates were also thrown into the truck, unpackaged and unsecured.  The weights were in new condition and were delivered 4/10/2023 filthy where my hands are blackened to the touch of them upon inspection, many broken, dumbbells now have sticky handles from being taped at the handles, and most of the weights have scratched or divoted/chunks of missing rubber.  This is completely unacceptable and due to the movers' failure to do what they were paid to do.
  

  It  really irks me how these people tell me one thing over the phone, thank goodness I have a witness to these conversations, and tell a completely different story via email.
  

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

  , drove, and delivered my belongings to the destination. Many of my high value items that were itemized on a special, and quite expensive, insurance policy were damaged, in addition to many of my belongings that were not itemized at over $1,500. The insurance representative at IVL assured me I was purchasing a replacement policy because I told her I wanted a policy that would replace my high value items if "as much as a scratch on my dining room table occurred" and she assured me that was the case. The insurance policy she sold me was issued by a company called UniRisc and they are using **************************************, I think as a subcontractor to handle my claim. This process has been time consuming, energy draining, and emotionally and mentally exhausting with all the legwork I've had to do for them. The claim was started back in May and the insurance company is refusing to replace many of the high value items the movers broke and are offering only a small amount for repairs, and they are only offering an "appearance allowance" for the damaged gym equipment the movers didn't pad, protect, or package it as they were paid to do and just threw it into the back of the truck. I don't know who is liable here and who I need to file a claim against to be compensated for all of my damaged items. Is it IVL who lied about subcontracting, the subcontracted moving company ***************** who broke my stuff, the insurance company UniRisc that I purchased my insurance policy from through IVL, or *******************, the adjustors working on my claim on Unirisc's behalf?

  

  Business Response

  Date: 12/15/2023

  We are responding to this matter forwarded to us by the BBB that was picked up in July 2022.
  
  Along with this response we are including a copy of our estimate that the shipper acknowledges reading and agreeing to prior to signing on July 8, 2022. On the agreed-to and signed estimate we have highlighted parts that are pertinent to this matter.Also highlighted we show that the shipper reserved a Move Date (pickup at origin) that being 7/09/2022. There it explains that IVL is both an FMCSA-authorized household goods carrier as well as an FMCSA-authorized household goods Broker, it also explains that if there is scheduling issue we will arrange for the pickup by another FMCSA-authorized carrier. The purpose of this is to honor the shippers desired and reserved Move Date intact.
  
  Also included is a July 8, 2022 email that our assigned Account Mgr. sent to the shipper @4:12 PM advising them of the team and time of arrival at origin pickup. These are our agents, not some random companies that we use if we are unable to come. As we service the majority of our moves, ************** would not have been aware of a scheduling issue that would impede us from doing so, since he does not work in the Dispatch / *******************
  Regarding the shippers concerns about the 3rd party insurance policy they purchased, since IVL is not an insurance company we can only recommend 3rd party insurers that we have worked with for many years.
  We asked the Insurance Specialist at our home office to look into this, so they contacted the shipper via email, which we have also included along with this response. In part of the response email our Insurance Specialist explains the policy and refers to part F. Repairs or Replacement that is on the 3rd Party insurers insurance application. Also, our Insurance Specialist explains she would have never said items would be replaced if there was as much as a scratch as the shipper alleges. It would not sense that any insurance company would even offer that type of policy. They would certainly replace a lost item or an item that is beyond repair, but not because of a scratch or if the item is reparable. As an example, if someone hit my vehicle in an accident, my insurance company would send me to a repair shop to get it fixed or give me the allowance money to fix it. Only if my vehicle were to be totaled would they replace my vehicle, and that is *************************** one of the top auto insurance companies. Unirisc is a well-known 3rd Party household goods insurance company, and their underwriter ( as all insurance companies have ) is ******************* who operates in the US and abroad.
  
  In closing, we are sincerely sorry that the shippers items experienced some damage in-transit,but were also glad the shipper opted for the 3rd **************** The shipper must misunderstand the role of the BBB, as this is an insurance matter,not an IVL issue. Thank you 

  

  Business Response

  Date: 12/21/2023

  This will be our 2nd and final response. In our previous response, we included a copy of the agreed to moving estimate that the shipper acknowledges reading and agreeing to prior to signing. On there, we highlighted where it explains that IVL is both an FMCSA-authorized household goods carrier as well as an FMCSA-authorized household goods Broker, it also explains that if there is scheduling issue we will arrange for the pickup by another FMCSA-authorized carrier. The purpose of this is to keep the shippers desired and reserved Move Date intact.
  Were not going to say that the shipper is being untruthful as to their conversation with the Relocation Specialist, but the written estimate is clear about IVL being both an FMCSA-authorized household goods carrier and Broker.
  
  But regardless of that,the shippers concerns are more about the 3rd party insurance coverage they purchased which in their insurance application and policy they outline guidelines / restrictions of their coverage. The insurance specialist was not incorrect about the replacement policy as the 3rd party insurer would replace an item that was lost, stolen, or beyond repair. In an effort of good faith, we called the 3rd party insurance company (UNIRISC) and were advised in this case that the insurance companys adjuster that was sent to examine the items and has determined that certain items are repairable and functionable, but the shipper is disputing that, so this is what they call still an active file that the insurance company has no information they can further discuss with IVL.  At this point there is nothing further we can do, and neither can the BBB as this is beyond their purview. Thank you.
  

  Customer Answer

  Date: 12/25/2023

   
  Complaint: 21002081
  
  I am rejecting this response because:

  As previously state, the *** Relocation Specialist, ***********************, insisted that *** was not a broker and assured me ONLY *** employees/movers, storage and truck would take care of the move on more two occasions.  The fine print is confusing and after two conversations of assuring me that *** was not a broker, I trusted him and signed the paperwork.  I have a witness to both of these conversations and can have an affidavit signed if necessary.  Why lie unless it's to get my business knowing I was only interested if they didn't broker moves and that the fine print was confusing?  That is why there was more than one conversation about this.
  

  There are two concerns with *** remaining.  The movers failed to pad or protect and package my new condition gym equipment.  That is a breach of contract as they were aware of these belongings well in advance and rather than properly packing them, it was thrown into the back of the truck and stored unprotected.  They were paid to protect and package all of my belongings and now the weights are filthy and damaged from sliding around the the inside of a filthy truck(s) as well sitting unprotected in storage for an extended period, which I'm also assuming was probably a dirty area. During inspection, my hands were blackened to the touch in addition to being damaged.  Insurance is not replacing these, and maybe that's not on them if the movers breached contract by failing to properly move these items as they were paid to do.

  Secondly, ***'s Insurance Specialist **** assured me prior to purchasing the policy that items would be replaced and not repaired when I asked, "if as much as a scratch on a high value item such as my dining room table occurred", which is why I paid over $13,000 for such a policy.  Again, the policy's fine print was confusing, which is why I asked **** and I trusted her explanation because I was very specific with my questioning. I also have a witness to this conversation and can have an affidavit sign if necessary.
  

  It seems to me this is clearly a case of *** having it's employees say one thing to ******* customers into signing something different than what they are told and assured and it just irks me the level of deception and trickery used to gain my business and purchase an essentially worthless policy which is not at all what I was assured by the *** Insurance Specialist I was purchasing.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20981953

  ****** with *** seems a bit clueless as to what has gone on here and has a customer is always wrong mentality.  I get that he probably has dealt with his fair share of 'problem customers,' and I don't expect him to put up with that, but I am the easiest to please, unless I am not getting basic answers and service, then I can get annoyed which I find to be a reasonable response to apathy when paying thousands of dollars.  

  My comments below are in ((double parenthesis)):

  We are responding to this matter forwarded to us by the BBB. This matter is regarding an interstate shipment going from CA. to **. and the shipper does not seem to or refuses to comprehend that the same truck or team that did the pickup in CA. is not the same truck or team that will deliver in **.
  ((Nice phrasing.  Maybe the customer doesnt understand that because the customer asked his customer rep point blank if it was the same crew and the rep did not know. It's very telling how ****** would be quick to blame the customer though.  How about, checking our email history AND listening to our calls before accusatory language from someone that is paying you a good deal of money? THEN... make accusations based on facts.  Is it the customers job to telepathically know what you said above? Or the *** phone reps responsibility to relay this info? All I can do is ask, and I had the due diligence to do that since this info wasn't volunteered like it should have been.  I made a large list of questions to ask the rep and the above was on my list))

  This being a relatively small shipment that was picked up in a small Box truck ((Not that it matters but the realtor said it was a FULL sized truck, so big he assumed they were making many pick*** en route to ***** because my items only fit a small fraction of the truck's capacity.  ****** is once again out of the loop on what's going on in this case.  Additionally, it would have been nice if the *** explained this to me since it's basic info)) will not be delivered cross country in the same small Box truck, but rather consolidated onto an 18- ******* with other shipments destined to that final destination.
  
  In addition to that, drivers cannot receive phone calls while driving for safety reason, as per *** regulations ((for one, there is more than one man in the truck. Passengers in the truck can communicate.  For two, even if only one man, text messages would have been fine, even if they didn't answer me until they were stopped for a break))  
  
  This has all been clearly explained to the shipper by the assigned Account Mgr. ((No, it has NOT at the time of my making this complaint. Yesterday however, I received an email from ********* at least giving me the driver's phone number, which I promptly thanked for her efforts, and which contradicts ******* logic from above regarding the *** regulations excuse)) Therefore, it is not that calls or emails are being ignored, but rather that the shipper assumed that filing a BBB would alter a logistics process that has been in place for many years ((Now you can speak for what goes on in my mind.  Beautiful.  Take no responsibility for not giving me the above basic info while ignoring emails/calls, lie about me being told the above, blame the customer, and to top it off, tell me what's going on in my mind.  That level of arrogance and apathy deserves a slow clap.  It's very impressive.  All of this could have been avoided with a rep simply replying to my email, and rather than saying they're trying to get the driver's number, or ignoring follow *** altogether, simply stating "hey there are *** regulations that don't allow that, but don't you worry, you don't have to be glued to your house.  The driver will contact you will MORE than enough time to be ready for the shipment."  That's it! Simple.  End of problem.  I don't expect a company to bow down to unreasonable customers, but my expectations on this were very reasonable.  All I wanted was a phone number so I'm not glued to my house for "up to 22 days", reasonable responsiveness (I had that but it ended once the items were picked up) or an explanation on why I couldn't have it.  My assumptions were that the apathy and runarounds I received were a company culture that comes from the top, and it's allowed because there are no consequences in non responsiveness, wrong info, no info, etc.  ****** just confirmed it.  I won't even get into how ********* at *** contacted me via email on the 6th asking me to confirm that I will be home on the 5th (yes, back in time) to receive the **** mile shipment (which takes many days to travel **** miles), otherwise they can't pick up the shipment, even though the shipment was ALREADY picked up the day before on the 5th, and when I worried their one hand didn't know what the other hand was doing, I replied explaining this pleading for a reply, no reply even though it was well within the business day.  So I emailed all 3 *** reps ********** / ******* / *********), no reply.  So then next day I called ********* on the phone, no answer, no call back.  The reps not only have no idea what's going on but they don't care either because mgmt allows the apathy.  At my job, if we are unresponsive to a client we'd be tapped on the shoulder and there'd be consequences, so it's easy to spot when reps have no consequences for apathy))

  ((So, you can close this out if you like.  As mentioned I have the phone number despite ****** claiming *** regulations don't allow it.  That's all I wanted.  That, or an explanation on why I couldn't have it with assurances I wouldn't miss the shippers.  This was all done out of consideration to the drivers by the way, the opposite of the spirit of being difficult.  I know they won't just leave if I'm at work, but I did not want to inconvenience the drivers after their mammoth drive with waiting at my house for hours since I didn't know in advance enough to take the day off.  A few words of basic info out of the rep's ***** would have averted this concern.  Instead, here we are))
  
  

   

  

  Business Response

  Date: 12/11/2023

  We are responding to this matter forwarded to us by the BBB. This matter is regarding an interstate shipment going from **. to TX. and the shipper does not seem to or refuses to comprehend that the same truck or team that did the pickup in CA. is not the same truck or team that will deliver in **. This being a relatively small shipment that was picked up in a small Box truck will not be delivered cross country in the same small Box truck, but rather consolidated onto an 18- ******* with other shipments destined to that final destination.
  
  In addition to that, drivers cannot receive phone calls while driving for safety reason, as per DOT regulations. Once the shipment has been loaded on the 18-wheel tractor trailer destined to that region, the driver will contact the shipper 24 to 48 hours prior to delivery and then the shipper will have that drivers contact info.
  
  This has all been clearly explained to the shipper by the assigned Account Mgr. Therefore, it is not that calls or emails are being ignored, but rather that the shipper assumed that filing a BBB would alter a logistics process that has been in place for many years.
  
  Lastly, once the shipment is loaded the shipper will also receive email correspondence stating so. Thank you.

  

  Business Response

  Date: 12/13/2023

  
  This will be our 2nd and final response. If the shipper read our initial response carefully, he would have noticed that we said; In addition to that, drivers cannot receive phone calls while driving for safety reasons, as per DOT regulations. Once the shipment has been loaded on the 18-wheel tractor trailer destined to that region, the driver will contact the shipper 24 to 48 hours prior to delivery and then the shipper will have that drivers contact info.
  
  We are glad that the shipper has been informed of the assigned drivers name and contact info, just as we said would happen  in our previous response. Thank you.
  
  
  
  
  

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20964387
  
  I am rejecting this response because: my initial estimate had 14 duffel bags listed. When the movers came, they said it would be easier to carry if they were in boxes. They then proceeded to put only 2 duffel bags per large wardrobe box. This was VERY inefficient with tons of empty space around these bags. Our initial estimate had 28sqft allocated for 14 duffel bags. The final count had 7 wardrobe boxes at 105sqft! 105-28sqft = 77sqft * $9.5 = $731.50 purely due to the way they elected to carry the bags out. 

  I have no idea what you mean by 4 sofas. I have 1 sofa. When the movers arrived they said it was bigger than they expected (even though it is only a 3 cushion couch). They were going to mark off that it was larger and took up more space. I have 2 large armless chairs (not sofas) and 2 chairs with arms. But these were already documented in the list.

  The bottom line for any reader shopping for a moving company - don't get lulled into a false sense of security by the video walkthrough. They will intentionally give you a quote that is better than expected and then up-charge at the end due to a low-ball quote. I had a lot of other quotes that were more accurate with smaller companies. I now feel badly that I didn't go with the smaller, more honest, company that would have likely provided better service overall. I have done 2 large moves with other companies in the recent past and never dealt with anything like this. I think it would be at least fair to compensate the empty space in the wardrobe boxes due to the poorly packed duffels as indicated above (amounting to $731.50). 

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

  amount at the last minute. ISSUE (2): Significant damage and broken items.A dresser, a table, and numerous dishes were broken. I had a heavy duty ********** box with a big fragile sticker and the box was literally fractured open right through the fragile sticker. I have submitted this claim and I am not looking for further financial compensation I just want to warn others of the way their belongings will be treated.ISSUE (3): Incorrectly delivered boxes Two large boxes were delivered to our house that did not belong to us. I notified them of this on 9/13 and this was not resolved until 11/14. We were told to repack one of the boxes for the other customer, pay to print the shipping labels ourselves, and then carry these huge heavy boxes to the *** store to ship. It felt very unprofessional.

  

  Business Response

  Date: 12/06/2023

  We are responding to this matter forwarded to us by the BBB. Along with this response we have included a copy of the moving estimate that the shipper (***********************)agreed to prior to signing.  Along with this response we are also including October 5 email correspondence our that our CS mgr. sent the shipper (***********************) regarding the account review she had completed after delivery.There, she painstakingly shows the shipper the original estimate that was agreed upon consisting of 205 pcs / **** cf. (as per the moving estimate that we also included in this response), vs what was actually picked up from their residence. From the email you can see she breaks the review down by boxes and additional items and states that the 320 cf. overage charge was justified.  
  On the signed estimate we have highlighted where it states I large font, 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".
  
  Therefore,the shipper was charged accordingly at the per cf. binding price on the estimate. As mentioned previously this communication was between the shipper (******) and our CS ***** mgr. on October 5, so the complainant must not have been advised by their significant other of the results of the account review.
  
  In regard to the  1 box & 1 tote that were misdelivered to this shipper, in the end we sent them the labels and our CS **** mgr. instructed just to hand over to their regular mail carrier. Please see Nov. 14 email sent to the shipper that weve included.
  
  Finally, this shipment was PBO (Packed By Owner)  and as the complainant mentions they have already filed their claim, which will be addressed at the level of valuation opted for by the shipper. Thank you
  
  
  
  

  

  Business Response

  Date: 12/12/2023

  This will be our 2nd and final response. As mentioned in our previous response, our assigned Account Mgr. sent the results of the Account Review on Oct 5 to *********************** (the shipper) and there was no dispute back then. Now over 2 months later the shippers significant other is filing this complaint. The best we can do at this point, in an effort of good faith is to have the same Account Mgr. re-pull the agents shipping documents and video to look for any discrepancies again. We will have our Account Mgr.contact the shipper with their findings. Thank You. 
  

• Initial Complaint

  Date:11/14/2023

  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.

   
  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,
  
  *********************

  

  Business Response

  Date: 11/15/2023

  Our home office *************** Mgr. contacted the shipper, the matter has been respolved. Thank you. 

• Initial Complaint

  Date:11/10/2023

  Type:Sales and Advertising 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 had to pay extra mystery fees to release our shipment upon eventual arrival in *******. This is after IVL delayed loading our shipment in **, only actioned once we proactively chased them for status. We had no choice but pay or we wouldnt have received our belongings. We've had no replies to our requests to breakdown the additional fees and resolve directly. Hence why we have now resorted to a BBB complaint. The additional fees were clearly unfair to us as IVL made an "administrative error" in getting our shipment released at ****** end. That was confirmed by ****** team coordinating the final leg of delivery in *******. We believe IVL were late in paying certain fees to the port, so we incurred demurrage/storage costs that shouldn't have been passed to us. We were never provided any explanation of the costs, just a bill to pay in order to release shipment. Then, furnishings arrived severely damaged as they hadn't been packaged appropriately for international sea cargo. Mattresses, sofas, furniture...nothing was protectively boxed or put into mattress bags. Just wrapped lightly in cling film which split, resulting in damage. Some furniture wasn't even wrapped. ****** delivery team said it was the worst they had ever seen in their experience of international shipments. Totally avoidable.We also received two boxes of items that don't belong to us, so some other family will be looking for those. Total extra cost (incl. local shuttle cost which should've been part of "door to door service") + port arrival fees was ***** GBP ($4,677), with ******** GBP ($2,900).We want a refund of the full $4,677 additional charge. *** passed on charges that we shouldn't be liable for due to their mistake and delay. Lack of transparency, unethical, unprofessional conduct by IVL, no response to questions about the charge, and avoidable damage caused directly due to IVL mishandling / miscommunication as opposed to accidental damage, this is a fair request.

  

  Business Response

  Date: 11/17/2023

  We are responding to this matter forwarded to us by the BBB regarding an overseas move going from *******, **. over to **********************, *******. We were waiting for stats to come in from the destination agent in ****** before responding, and after receiving that information the General Manager of our US international division contacted the shipper to clarify their concerns. Along with this response we are including a copy of our Terms and Conditions of Service that the shipper initiated and signed on 5/24/2023. On there we have highlighted paragraphs 12 & 13 which are pertinent to this matter. Paragraph 12 shows a list of all exclusions to the quote. Listed there are port,terminal, container service charges at destination, parking reservation,storage/ demurrage, shuttle fees (if needed), etc. All of these charges are not collected by ***, but rather collected by the destination agent and paid to the port / terminal of entry and in the currency of the country of entry.
  
  So,there were no mystery fees (as shipper alleges) that were not disclosed on the Terms and Conditions of Service that the shipper agreed to. ******* also states This is after IVL delayed loading our shipment in US, only actioned once we proactively chased them for status. However, there were no delay on IVLs part, but rather in the shipper providing a *** (Transfer of Residency) to us to avoid having to pay Customs duties and taxes at destination, and this was needed prior to shipment being released from the US. 
  
  On July 28 the shipper contacted us looking for status of his shipment and at that point our GM advised the shipper that we were still waiting for his ***.******* later sent us an email on same day (July 28 @ 5:11 PM), admitting that he had his *** letter since June 12, but had failed to forward the *** letter to us because things were hectic, and included a copy of the *** along with his July 28 email which weve included along with this response. Shipment was released to sail from US shortly after.
  
  Once a container arrives at a port of entry and our accounts receivables **** verifies the shipper has satisfied all their origin charges in full then the green light is given to the steamship that they can release the container to the destination agent for delivery. However, we have no control on the rapidity or otherwise of when the steamship line will affect that release. In this case the shipper was charged demurrage by the steamship line, and although there was no fault on either the shippers or IVLs behalf our General Manager is in dialogue with the shipper to see if they work out an equitable solution regarding the Demurrage charges imposed upon the shipper by the steamship line.
  
  Regarding the shippers comments about the delivery team making negative comments; we found that quite unusual, since the overseas agent in ******* is a company that IVL has been partnering with for the many years weve been in this industry.Therefore, we contacted the agent, and he advised us that this couldnt possibly be true, as his delivery crew would not be privy to any of the stages prior to delivery as they are only a delivery crew.
  
  Finally,the shipper might be misconstruing the BBBs role as they do not get involved in the intricacies of overseas matters. We are hopeful that our GM and the shipper can reach an equitable solution. Thank you.
  

• Initial Complaint

  Date:11/08/2023

  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.

   
  Complaint: 20842725
  
  I am rejecting this response because: I understand that this started due to a miscommunication but ultimately other than having a new point of contact there wasn't much done on the company's behalf to rectify that miscommunication or try to account for it. I was put in contact with ********************* as my point of contact after starting my BBB complaint. I will say that compared to everyone else I talked to with this company she was the first to have really good customer service and show actual compassion when I explained my situation. She told me she listened to the call recordings from when I first contacted the company and that was where the miscommunication occurred. Essentially, I was asking their sales representative about how long delivery can take since I needed to know my delivery could be pretty close to or on my *** due to me needing my office supplies to work from home not long after. The sales member misunderstood my question about delivery and told me about the timeline for pick up but didn't clarify that she was speaking about pick up so I thought she was talking about delivery. Essentially I thought oh delivery is on the *** or one of the back up dates I pick following.
  
  This was not the case of course and the company more so keeps to their 3 weeks or less delivery timeline; which is fine but for my move I would not have selected these movers if I had known that. I saw in the emails I got that the deliveries can be delayed but because of what the sales representative told me I was fairly certain this was just a statement they make to cover their company if there are unexpected delays. I was still under the misunderstanding that the delivery would be near or on the *** (at most I figured it may be delayed a few days, not two entire weeks).
  
  I have now gotten my things back and at the very least nothing is missing or horrendously broken which I was worried about when I started researching other customer complaints with this company. Everything was pretty dusty and dirty but that makes sense since my stuff was sitting in a warehouse for two weeks. Once my things were loaded on a truck the delivery was fast, next day, good communication with the actual dispatch team and they were fast and very kind in helping get all the furniture reassembled and put in the right place.
  
  The big reason I am still unhappy with this company is that ultimately other than getting that new point of contact, which I did appreciate because she gave me quick updates and was actually kind, the company didn't do anything to really make up for this misunderstanding. I was told multiple times my order had an urgency on it but my things still got delivered over two weeks when I was originally falsely told that I would only be waiting a few days at most. I get that it was just a misunderstanding but at the end of the day I would not have used this company if I knew how their delivery process actually worked so I feel like I was misled by this misunderstanding with the sales representative. I wasn't given any discounts since I essentially couldn't ask for anything UNLESS the delivery is late.

  I understand their policy now but as a first time mover this entire process was a nightmare BECAUSE I was misled by accident by a sales rep and until I got the point of contact with Daisja updates were few and far between and I had to be the initiator every time I wanted any update. Everyone else's customer service other than ****** was horrendous and I was told over and over again "what did you expect" and "your move is small which is why it's taking so long" when I was just confused due to what their sales rep originally told me. So at the end of the day I'm just disappointed I was put out of work for two weeks while being made to feel like I'm insane for expecting what I was originally (falsely) told. I still would not use these movers again especially if I have a time sensitive move but if you have 2-3 weeks to kill before you need your stuff go for it at least everything made it here intact and functioning so far (I am still unpacking but other than a few scratches on furniture everything is fine).
  

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

  ckload. No one ever told me I would need to be waiting on other jobs to even have mine start or that I could be waiting over a week without my things or else I would have tried to pack differently and keep my work from home supplies with me. They have no sympathy that I am now having to miss more work than expected while I wait for them to START moving my things and have continue to offer no contact unless I call and complain first. They've offered nothing to make the situation better and can't even provide an ETA for when my things could be on a truck. The supervisor ***** has shown me no sympathy the multiple times I've called and explained that this isn't how I was told the service would be in particular. They should have been more clear how they handle smaller moves rather than assuring me it would be done the same as a larger move i.e. without waiting for OTHER jobs. At this point I feel I should be compensated for the unexpected missed days of work as well.

  

  Business Response

  Date: 11/08/2023

  We are responding to this matter forwarded to ** by the BBB. This matter is regarding a shipment gong for ** to CO. Along with our response we are including a copy of our estimate where we have highlighted to show the shipper acknowledges reading and agreeing to the terms and conditions of the estimate prior to signing on 10/26/2023. The shipper reserved a Move Date (pickup at origin ) ,that being 10/29 or 10/30. This shipment was picked up in ** on the day requested by shipper (10/29). ******* chose an FADD (First Available Pickup Date) of when they will be ready to accept delivery which was Nov 1. Also we have highlighted on the estimate the ESTIMATED DELIVERY FRAMES that explains a shipment can take up to 21 business days after the shippers chosen FADD and that the chosen FADD is not a guaranteed delivery date.
  
  As of the filing of this complaint (Nov 8) it has only been 6 business days, past the shippers FADD. There is a misunderstanding of logistics operations by the shipper or our Head Dispatcher Mgr. (****) didnt explain the process clearly to the shipper, but the shipment is not being held because the shipment is small. Rather, multiple shipments that are going cross country and destined to the shippers delivery destination are loaded onto a 53 ft semi-tractor trailer that has a capacity load of **** cubic. Then the shipper is alerted once the trailer is ready to depart.
  
  We are also including a copy of a follow-up email correspondence that our home office *************** Mgr. sent to ******* after speaking with them and explaining the process. Also, shipper spoke with ****, (Head Dispatch Mgr.). The shipper now has our *************** Mgr.s cell # and they will be in direct contact.Thank you. 

  

  Business Response

  Date: 11/20/2023

  This will be our 2nd and final response to this matter.  ******* states, (I have now gotten my things back and at the very least nothing is missing or horrendously broken which I was worried about when I started researching other customer complaints with this company. Everything was pretty dusty and dirty but that makes sense since my stuff was sitting in a warehouse for two weeks.).
  

  We are pleased to hear that the shipper received their delivery with no damage or missing items as they say in their rebuttal and was delivered way before the 21 business days of their FADD (first available business days). Our home office *************** Mgr. has kept in contact with the shipper and even offered to assist with dusty items from being int storage. Other than that, at this point there is nothing further we can assist with, and neither can the BBB. Thank you.

  
  

  Customer Answer

  Date: 11/21/2023

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