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:07/30/2023

  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.

  International Van Lines (IVL) is not the moving company that Forbes rates as number 1. Our belongings were handled so many times that they broke and damaged 6 pieces of furniture, including breaking a leg off our piano, and breaking the bottom piece off an antique bookcase. They also lost our 6-foot ladder and broke a floor lamp past repair.When it came time for the delivery, they said the semi would not fit in our area. Since moving in, I have seen several 18-wheel semi-trucks in our area. Instead, IVL held our belongings hostage until we paid an additional $1600.00.IVL will not provide a guaranteed price quote. They just keep adding charges. The delivery crew came with no knowledge of handling our items and only 1 crew member spoke and understood English. They did not know there was another group of personal belongings that was targeted for storage so had to return a few days later.The final straw came when I went to file a claim on the damages. I did not have 3rd party coverage, only the little bit that IVL provided. They outsource their claims department. The claim form was extensive and no one to talk with regarding questions. When I reached the end of the form that required a signature, they had a paragraph in small print. One of the phrases read, Carrier reserves the right to salvage items cashed out at maximum coverage rate. I contacted *** directly to get an explanation. Several personnel stated they would get back to me. They did NOT. I contacted an attorney, and they advised me not to sign the form since IVL could take my belongings if I did sign. Hence, we were unable to file a claim with IVL for all the damages. The furniture is now repaired at a cost of $2000.00 to me.International Van Lines does NOT live up to its standing with Forbes of being No. 1.

  

  Business Response

  Date: 08/01/2023

  We are responding to this matter forwarded to us by the BBB.To start, we are sorry for the attorneys misunderstanding of insurance law.The verbiage the shipper is referring to appears on all insurance companys claim documents. We are not an insurance company; therefore, we did not write that, but what it is referring to is analogous to when an auto insurance company pays an insured the full value of a vehicle thats been in an accident,(they dont allow the insured to keep the vehicle). This is not the case in this matter as the claims ***** will address the claim at the level of valuation the shipper opted for on the moving documents since the shipper did not purchase Full *************************** that was offered at inception,nor the *** (Full Replacement Protection) that was on the Interstate Bill of Lading. Both of those options carry a premium payment from the 3rd party insurance company, but the shipper opted for Option 2 (Basic Liability)at no cost to the shipper. Therefore, the shipper can move forward with filing their claim as no items will be salvaged.
  
  Regarding the additional monies the shipper mentions they had to pay was a *************** which is shown on the estimate as not included in the moving service if needed. We cannot confirm if the shipper is seeing other semi- 18-******* trucks in their area or not, but if a driver does not have easy in/out access they will bring in a smaller truck to the jobsite, and shuttle items from the semi onto to the smaller truck until delivery is completed. A *************** is not designed to generate additional monies as the shipper seems to imply and is not something moving teams and drivers enjoy doing and the charge is not commensurate with the labor and time spent doing it. Furthermore, having to perform ******** services makes them late to other deliveries they must complete. 
  
  Also, on the day of pickup at the shippers residence it was discovered the shipper needed wardrobe boxes and there were some other items that were not part of the estimate. When this occurs, the *** mandates the carrier must create an Onsite New Biding Estimate and the shipper must chose to agree or not to additional volume and associated charges prior to signing.
  
  Along with this response we are including a copy of Binding Moving Estimate which shipper acknowledges reading and agreeing to prior to signing and there we have highlighted the points addressed in this response.Also included is a copy of the Interstate Bill of Lading and the Onsite New Binding Estimate, also signed by the shipper.  
  
  In closing, we are sorry for any inconvenience or misunderstanding, but the shipper can file their claim and again no items will be salvaged. Thank you.
  
  
  
  

  Customer Answer

  Date: 08/06/2023

  Info:

  No surprise: IVL never lived up to all the damages that they instilled upon my furniture in their response.

  IVL did not address the total disastrous delivery situation that we had to deal with.

  IVL NEVER responded to my questions regarding language on the claim form.

  I do not want to pursue any further discussion with IVL based on it's a game that IVL appears to be playing: Big Brother vs. small consumer. I am tired of it and I am sure they are happy to see this complaint go away. I am not trying to go after IVL for money. I just want them to honestly work with me on a move that did not go well, and I am out an additional $4000 from original estimate - $2000 for repairs, $1600 for a shuttle that was not needed, and additional supplies for moving the piano. If IVL wanted to show their better side and do a reimbursement for the repairs, I would be more than pleased.

  Customer Answer

  Date: 08/06/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company makes the *** look like the ***********************.Moving out: Wanted to be out of house before Thurs July 7th. *** said it could take up to 2 days and with July 4th holiday, we needed to target July 3rd. This wasn't confirmed until July 2nd after I frantically called and emailed 3 separate reps with unclear overlapping "account" responsibilities. Then when I wanted to avoid trouble with onsite contracted crew for cash vs. *****/*****, I had to spam the same 3 reps multiple times to get an answer on acceptable payment (which of course came after banks had closed and I'd already taken out an uncomfortable sum in hundreds).THEN the moving crew shows up, goes through a bunch of paperwork, tells me it will probably cost more than the original estimate (fine), and proceeds to completely trash brand new carpet. My wife and I kept small children awake until midnight watching iPads on bare hardwood flooors while we hand-scrubbed all the carpet stains then eventually spent $375 on rush carpet cleaning. Now I have no idea if *** will reimburse, and the moving crew ******* had the chutzpah to push for a tip (which I paid since he now had an entire house held hostage on 2 trucks).Moving in: Today is Weds July 26th. This was our target delivery date. I have been emailing, calling, and texting the same 3 reps since Sunday and guess what - radio silence! I have no idea when my furniture, clothes, dishes, etc. will make this house into a home and IVL doesn't have the professionalism to respond in 48 hours (like they claim) let alone give me even a day's visibility into when they will release my ***** cubic feet of freight. And of course, the delivery crew will expect $50-150 tip per person like the carpet trashing crew on the front end.Bottom line: I will only recommend IVL to my enemies. They pretend to be like flying Delta vs. United but it's really like going cattle class on Frontier or Sun Country with bare bones, unresponsive customer service... for the same price!

  

  Business Response

  Date: 07/27/2023

  We are responding to this matter forwarded to ** by the BBB.
  
  Along with this response we have included a copy of our Binding Moving Estimate where we have highlighted items pertinent to this matter. The shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 5/12/2023 @ 5:02:17 PM 9 (ET). in accordance with the information received from the shipper during the quoting stage, this shipment had an Estimated Volume **** Cubic feet with a Move Date (pickup at origin) of 7/5/2023, with a backup pickup date of 7/6. Later, the shipper revised their Article List (inventory)from 342 Pieces to 344 Pcs as well as the Move Date to 7/3-7/5. We have also included the shippers revision and marked as Shipper Revised Piece Count &Move Date and have highlighted to show the changes in the Estimated Volume.
  
  SHIPPER STATES: ************ makes the IRS look like the ***********************. Moving out: Wanted to be out of house before ***** July 7th. *** said it could take up to 2 days and with July 4th holiday, we needed to target July 3rd. This wasn't confirmed until July 2nd after I frantically called and emailed 3 separate reps with unclear overlapping "account" responsibilities.
  
  RESPONSE: We sent a Welcome email on 5/6/2023 as well as a followup email on 6/26. Copies of Both of these emails are included along with this response and have highlighted to show that they both indicated that the shipper would be contacted the day prior to pickup (7/2/2023 between 4-6pm EST) to confirm the estimated time of arrival for the moving crew. On 7/2/2023 at 5:34pm the assigned Account Mgr. (*****) both called and emailed the shipper with the pickup information. 
  
  SHIPPER STATES: Then when I wanted to avoid trouble with onsite contracted crew for cash vs. *****/Zelle, I had to spam the same 3 reps multiple times to get an answer on acceptable payment (which of course came after banks had closed and I'd already taken out an uncomfortable sum in hundreds).
  
  RESPONSE: In the email that ***** sent on 7/2/2023 the payment options were clearly explained, including Zelle and Venmo options.  The shipper responded to Karens 7/2 email at 10:22 PM (on the same day) saying Thank you *****---and thank you for the earlier call. Well pay cash tomorrow. And went on to ask if he can pay delivery via ***** and ***** responded, on July 4 @ 4:25 pm, Yes, ***** is fine. . Copy of that July 2 & 4th correspondence also included along with this response.
  
  SHIPPER STATES: THEN the moving crew shows up, goes through a bunch of paperwork, tells me it will probably cost more than the original estimate (fine), and proceeds to completely trash brand new carpet. My wife and I kept small children awake until midnight watching iPads on bare hardwood flooors while we hand-scrubbed all the carpet stains then eventually spent $375 on rush carpet cleaning. Now I have no idea if *** will reimburse, and the moving crew ******* had the
  
  RESPONSE: The paperwork the shipper is referring to is the agreed upon estimate. When the moving team ******* discovered items that were not listed on the Article List the shipper had provided to us during the quoting stage, they proceed to write an Onsite New Binding Estimate as required by the **** There it shows items and additional volume. We are included a copy of that form that was signed by the shipper on 7/3 (day of pickup).  Regarding the carpet, shipper waited 22 days from pickup to tell us about the carpet, and that was already sent to our *********** Mgr. who will address after the shipment is delivered. A copy of the shippers July 25 email sent to ***** @4:31 PM regarding the carpet is also included along with this email.
  
  SHIPPER STATES: Today is Weds July 26th. This was our target delivery date. I have been emailing,calling, and texting the same 3 reps since Sunday and guess what - radio silence! I have no idea when my furniture, clothes, dishes, etc. will make this house into a home and IVL doesn't have the professionalism to respond in 48 hours (like they claim) let alone give me even a day's visibility into when they will release my ***** cubic feet of freight.
  
  
  RESPONSE: On the agreed to Binding Moving Estimate at the inception of this response we have heighted to show directly beneath ESTIMATED DELIVERY FRAMES it explains that a delivery can take up to 21 business days after the shippers chosen FADD (first available delivery date).there it goes on to say that a requested date is not a guarantee. Along with the moving docs that we have included along with this response there is a DELIVERY FORM. On that form the shipper chose 7/26/2023 as their first available date they can accept delivery, and directly below where the shipper chose the 7/26 date it again explains that delivery can take up to 21 business days after the ***** We have included a copy of that DELIVERY FORM that the shipper signed on 7/3
  
  
  
  SHIPPER STATES: And of course, the delivery crew will expect $50-150 tip per person like the carpet trashing crew on the front end.
  
  RESPONSE: Tipping is always optional and should be based on the level of service that the client feels was received. But weve also included along with the moving docs a copy of the Customer Feedback form that shipper completed and signed on 7/3 which shows the shipper gave an Excellent grade to the team in every category.
  
  SHIPPER STATES: Bottom line: I will only recommend IVL to my enemies.They pretend to be like flying Delta vs. United but it's really like going cattle class on Frontier or Sun Country with bare bones,unresponsive customer service... for the same price!
  
  RESPONSE: It appears the shipper enjoys using lots of idiomatic expressions to describe our company, but from our response backed up with documents, the expressions fall short of the truth.
  
  In closing, ******** from our Dispatch team spoke with the shipper this morning (7/27) at 9:37am advising him his goods were being loaded today and would be in transit sometime tomorrow. Our Dispatch mgr.is estimating delivery will be Monday 7/31 or Tuesday 8/1, which is well within the estimated timeframes and excellent service. Thank you.
  

• Initial Complaint

  Date:07/26/2023

  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.

  From day 1 it has been an absolute NIGHTMARE. 1. There is NEVER anyone available to talk to you. You call the *********** number and there is never anyone available to answer so you leave a voicemail that no one EVER ANSWERS.(the only time they may pick up the phone is when they are trying to get your initial business).2. They are not a moving company as they imply- meaning that they are only a brokerage firm; they just connect you to movers etc.3. Loading Nightmare -this is my email: Good Afternoon K****,Just wanted to bring up an item of concern. There are supposed to be at least 4 movers for my 3 bedroom apartment. When they arrived there were 4 guys but 2 were outsourced contractors. When they got here they went outside and had an audible dispute about compensation and they did not agree and the 2 contractors left leaving only 2 men to pack and move my entire apartment. There is no way they will get done today and at this rate Im not sure if they will be done tomorrow.For the amount that Im paying I would expect at least 4 guys to do this efficiently. Its disconcerting that the payment amount for the contractors was not solidified before they arrived. NO RESPONSE from IVL - Move in day- (2 personal items were damaged but I chose to let it go 2/2 my frustration with IVL and not wanting to have to deal with the company again) BUT the moving company DAMAGED the building. See email- Good Morning M**or C*******My apartment building property manager told us that the movers damaged the outside railing by using tape to hold the doors open and also left debris along the walkways. They want us to cover the cost to repair the damage but I didnt damage the property, this should be covered by the actual moving company/movers insurance since they damaged the building. Photos are attached.They have cameras and the property managers took photos before and after the move. They need to reimburse me for the building damage.

  

  Business Response

  Date: 07/26/2023

  We are responding to this matter forwarded to us by the BBB.In regards to the shippers comments about IVL only being a broker is extremely misinformed as IVL has FMCSA authorization for both Household Carrier and Broker Authority.  Either way, the helpers sent on a job can be employees or agents used on the jobsite.
  

  If the shipper was trying to contact *******, the sales rep., she is on extended leave, but all correspondences sent to the shipper after inception. contains other contact #s.
  

  But what makes this an odd complaint is that the shipper filed their BBB complaint today 7/26, and although we have no idea of what time they filed their BBB complaint, the BBB only sent it to us today (726) in the afternoon. And earlier today the shipper left a voicemail on our main line at around 9 am.
  

  That message was picked up by ***** in our CS **** and forwarded to our Compliance ****. Mgr. at the home office. Our Compliance ****.Mgr. followed up with an email to the shipper asking for Repair Estimates or to have the property mgr. contact her directly. we are sorry for any inconvenience. Thank you.

  
  

• Initial Complaint

  Date:07/21/2023

  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.

  Multiple problems. IVL broke and lost furniture during move and damaged the floor in our new home. They will not respond to phone calls or emails to resolve these issues. They also have falsely inflated reviews, all 5 stars - they have terrible customer service and did not respond to most calls, emails or texts throughout the move.

  

  Business Response

  Date: 07/21/2023

  We are responding to this matter forwarded to ** by the BBB.Our records show that the shipper was being responded to but maybe not as quickly as the shipper would have liked. Yesterday, (7/20) the shipper called 3 times back-to-back (4:05, 4:09, 4:11). In all correspondence it states to please allow 2 business days for response.
  
  This morning (7/21) the shipper went to our website and wrote that he needed a claim form, which was the 1st time weve heard of damage / loss.
  The assigned Account Mgr. sent the shipper claim instructions shortly after. Please see July 21 email sent to the shipper 7/21 @1:42 PM.
  
  We are sorry for any inconvenience caused, but during the industrys busy season (May-Sept.) it is not as easy to get back to shippers as quickly as we would prefer due to the ****** plus shipments we service ***************, during this season. Thank you.
  

• Initial Complaint

  Date:07/19/2023

  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.

  ************************************** (IVL) moved my company using a subcontractor that I was not told about. I alter found out that IVL is only a ****** and use very bad local moving companies without explaining that to customer. On Dec 27, my furniture was picked up by a third party company called velocity moving. I found out at delivery of my furniture on May 21, that my couch was damaged by gasoline spill, the spill looked very rcent. I also, didn't recive a 34 icurved PC monitor. I called the moving company and filled claim for the cleaning fees ( $230) and for replacment of my TV. after many weeks of wating, i was offered only $160. I am asking for the cost of cleaning $230, and cost to replace my TV $390 ( total: $620).

  

  Business Response

  Date: 07/20/2023

  We are responding to this matter forwarded to ** by the BBB.The shipper is misinformed when they state that IVL is only a broker. He is confusing the IVL agent who serviced the job as if it were brokered out to an unknown company. Regarding damage / loss; we have included along with this response a copy of a June 3rd email that was sent to shipper by our home office **************** Mgr. in which it appears the shipper shipped a lawnmower which he did not fully empty of gas / oil. The sofa was wrapped in heavy moving blankets and evidently the oil seeped even through the blankets. The shipper insisted that he did completely empty the lawnmower. But if you read that June 3rd, email that we have included you will see that our **************** Mgr. is requesting the shipper provide us with the cleaning bill.  The shipper has yet to provide that cleaning bill or estimate. Once they do we will be able to move forward with the claims process.Thank you. 

• Initial Complaint

  Date:07/19/2023

  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 had initially scheduled an earliest delivery date of 1 July. I tried repeatedly to contact the company and reschedule to Sunday, 2 July with no success. When they called the day prior (on 30 June) to confirm the delivery date of 1 July, I explained that it would really be better if I could push it to Sunday. The company was unwilling to work with me and even went as far as to threaten a re-delivery fee should I not accept delivery on the 1st. So, I specifically took off of work for July 1st so that I would be there for the delivery. Then, July 1st comes and I get a phone call that morning from the company saying there had been some miscommunication and that they could not deliver on July 1. They ended up delivering on 2 July; the two guys who unloaded our stuff were very pleasant and helpful, but the company screwed up big time. *** specifically cost me time and money by forcing me to take the day off of work to avoid the redelivery fee, then not even being able to deliver that day. If they are allowed to charge me a redelivery fee, then they should also adjust the bill based on the fact that they did not live up to the delivery date they had promised.

  

  Business Response

  Date: 07/19/2023

  We are responding to this matter forwarded to us by the BBB.Along with this response we have included a copy of our Binding Moving Estimate that the shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 4/27/2023. On there we have highlighted conditions pertinent to this matter. Directly below ESTIMATED DELIVERY FRAMES it clearly explains that a delivery can take up to 21 business days from the shippers FADD (First Available Delivery Date). There, it goes on to explain that a Requested Delivery Date is a request but not a guarantee. "We will do everything possible to deliver your shipment at the requested date.
  Also included is a copy of our Delivery Form that shipper initialed and signed on the day we did the pickup (5/20 the day reserved by the shipper). On that Delivery Form we have highlighted to show that the shipper chose 7/1 as the first available date on which they are able to accept delivery. Directly below where the shipper chose their 7/1/2023 first available date we have heighted to show the same verbiage  as on the estimate where it again describes that a delivery can take up to 21 business days after the *****
  Also included is an email sent to the shipper on June 30,2023 by our Dispatch Team advising that the trailer has been loaded and delivery is expected to take place tomorrow (July 1st).Further down in the email it says that if you havent heard from your driver in 7 days from this email, please reply to all in copy of this email for another update.
  
  We are sorry for any inconvenience to the shipper, but this shipment was delivered 1 day after the shippers chosen FADD (although we had up to 21 business days as per agreed to estimate), which is excellent service.  Thank you 
  
  

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20346430
  
  I am rejecting this response because: this is a clear lack of understanding and critical thinking on the part of the business.  My issue is not so much that the items were delivered one day after the original request.  The issue is that the company was adamant my items would be delivered on 30 June when they called on the 29th, but then on the 30th called me that morning, after I had taken off work and made arrangements, saying they were unable to deliver on the 30th.  To call me the morning of the delivery with almost zero notice to say they would not be coming until July 1 is unacceptable.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used International Van Lines when moving across the country. Some items were damaged during the move, and the delivery team did not did not uphold their end of the contract (heavy objects were left in the yard, nothing was reassembled, etc).We worked with IVL and their claims process to estimate how much monetary compensation they would provide to cover the damages. We did not have the move insured and knew the refund would be low, but anything would be better than nothing.IVL graciously offered us $500 if we signed a release agreement, in lieu of completing the claims process (where we would have received less money). We agreed and electrotonically signed the contract on February 22nd, 2023. *** informed us the refund would be processed on March 15th.By April 2nd we had still not received any refund from IVL and reached out to them, asking for a status update and if it was still being processed. They said they would investigate it and get back to us once their personnel were back in the office.We had still not heard anything from them by May 2nd and reached out again via email, but they did not respond. We emailed them once more on May 11th and one of their Accounting Managers responded, asking if they could send the money to us via Zelle. We immediately responded that we could receive the money this way, and provided the needed information to do so.It is now July 13th, and we have still yet to receive the refund. We have emailed and called their offices repeatedly, but they have stopped responding to us entirely. We have all of our email correspondence with ***, the signed contract for the refund, and can provide bank statements showing no payment has been made to us. We don't know why they decided to ghost us after signing the $500 refund agreement, but wish for the refund to be processed.

  

  Business Response

  Date: 07/14/2023

  We are sorry for the inconvenience, this matter has been settled. Thank you. 

  Customer Answer

  Date: 07/14/2023

   
  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.  Payment was sent earlier today, and I genuinely do not think they would have responded if not for your help.  Thank you.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted $5,400 to move from ******** to Virginia however I ended paying over $10,000. This was due to their quoting process and estimate being inaccurate and misleading.However, this cost increase is not known until they have the truck loaded, at which point you cannot refuse to pay the additional money, especially if you are closing on the house right then, and given that you have already paid 1/3 of the quoted cost as a deposit. In addition to the cost increase, we experienced almost $2,000 of losses due to missing boxes or damage. The claims system that the movers use is based upon a $.60 per lb of damage item, which is trivial when considering most items are much more valuable than that. However through the quoting process, once again, we were assured that any items lost or damaged would be reimbursed or recovered by the company. As well, they charge based upon cubic footage but reimburse based upon weight, allowing them to misplace or damage most of your items while not being liable for much money at all for the insurance that they lead you to believe is comprehensive.Additionally, we were unable to review what items were lost or missing upon delivery, as the inventory they kept was filled with errors from pickup, and I was unable to keep track during drop-off as they made me move boxes despite them being paid to fully unload. As well, they did not finish unloading and left many boxes in the garage and items not set up.Since unpacking, over the last week I have called IVL a dozen time, left as many voicemails, and have only been called back once. After my items were dropped off they only wanted to email me and did not want to talk on the phone.Their compliance department performs an Account Review, however the result of this was that we paid for the cubic footage we moved. The problems stemmed from misleading spokespeople at the company throughout the entire moving process, and poor movers refusing to do their job.

  

  Business Response

  Date: 07/11/2023

  We are responding to this matter forwarded to ** by the BBB.
  
  Overages - How can shipper say the truck was loaded BEFORE he was told of the increase when shipper signed,timestamped, and dated the Onsite revise estimate? The shipper could have chosen to ship only the exact items and pieces they provided to us during the quoting stage and the cost would have remained the same.
  
  Along with this response we are including a copy of the Moving Binding Estimate, marked as Original, that the shipper acknowledges reading and agreeing to its terms & conditions prior to signing on 4/13/2023. There we have highlighted what is pertinent to this matter. 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" 
  
  Following that the shipper later revised their inventory list by increasing items and pcs and we have included that estimate as well marked as Shipper Revised.
  
  When the shipper the shipper was complaining about the increased volume, we sent the moving docs to ******* at our *********** to do a full account review and sent the customer a thorough explanation of his overages on 7/7/2023, which we have also included along with this response.On the account review it is highlighted that ******* used the shippers agreed to estimate to compare with what was picked up and transported. The additional boxes alone increased the volume by 168 cubic feet, and she also listed the items that ******* added on the day of the move which were NOT part of the agreed estimate. In fact, during the account review process it was discovered that the moving team charged the shipper 50 cubic feet less that they should have, (which we have highlighted on the account review sent to the shipper). 
  
  Damages at inception prior to the move,shipper received the same paperwork as every customer, the same Welcome email providing detailed information regarding 3rd party insurance, but shipper declined, and instead opted for a basic liability of $0.60 per pound per article because it was at no cost to the shipper. Yes, unfortunately the shipment incurred some damage in- transit, though we make every effort to avoid this happening during transportation. Again, the shipper was offered 3rd party insurance, and a detailed explanation of Full value protection vs Full value replacement. He chose to go with the free basic liability. The shipper notified our office on 07/05/23 of loss /damages, and claim instructions were sent on 07/06/23 after hearing from the team on the field, that there were no items left behind in the trailer or warehouse.
  
  The customer filed his claim the same day, and on 07/10/23 step one of the claims process was completed. Our *********** Compliance Dept.Mgr. personally sent the customer additional details pertaining to his claim to help them along the way.
  
  However, although all this was ALL thoroughly addressed, the shipper is refusing to continue with the process as he is under the misguided pretense that filing a BBB complaint will force us to handle this differently. But shipper is grossly misinformed of the BBBs role. Thank you.
  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20301692
  
  I am rejecting this response because:
  

  The business has failed to address what was truly the root of the issue, the extremely poor job done during the quoting process and predatory tactics to sign a contract utilizing their in house estimates of boxes per item moved, which (to use their verbiage) grossly underestimates.  The sales staff binds you into an estimate overpromising a cheap move and encouraging you to only list the large items.

  As well the sales staff confidently assured me to select the standard coverage and it sufficiently covered items but this is far from the truth.  I understand this was signed, I accepted the terms, and it is the liability coverage that was chosen, but it was under pretense from Sales staff that this provided.  I want to outline the extent that their insurance option scams customers and leaves them minimally liable.

  Their pricing of insurance is extremely skewed.  It was my poor assumption that the movers would do their job and not lose thousands of dollars of items.  My options upon signing contract were to pay $2,337 and have a $2,000 deductible, or take the .60 per lb option and hope they did not lose what added up to be $4,337 of my stuff.  It blows my mind that even after losing almost $2,000 of goods and only expecting to receive ~$300 from claims that this was the RIGHT decision as far as insurance goes.   This pricing structure allows the movers to lose or damage a significant number of your goods and write off the losses as a tiny line item on their end, and large amounts of the customer's life and goods gone into the nether. 

  If I was to take this to an extreme extent, they could have lost all my goods, I could have paid them the full price of the move, and then through the claims process I would not even receive 10% of the value of the items lost.  This is not insurance of your goods.  

  At this point, I do not think I will receive the financial compensation for the damaged goods or be reimbursed for the fact that I paid for a full service move but had to unload at the end and the movers failed to finish their job.  I am fully aware of the role of the BBB and I find it insulting they are saying I grossly misunderstand.  The complaint issued at this point stands as a red flag for anyone wishing to use IVL in the future.

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

  

  Business Response

  Date: 07/12/2023

  We are responding to this matter for the 2nd and last time as our initial response exhaustively addressed every issue, but the shipper refuses to understand. The Binding Moving Estimate is not something that transportation companies just invented on their own. If the shipper were to read and look at the *****s Rights & Responsibilities booklet that was provided to them via link in the estimate, they will see that the ***** describes what a Binding Moving Estimate is and what a NON-Binding Moving Estimate is. There, in their publication the ***** describes, the binding moving estimate as one that is estimated by volume while the non-binding is described as estimated by weight. We took the words right out of the *****s publication where on the estimate the shipper acknowledges reading and agreeing to, it describes 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" 
  So the shipper is unwilling to recognize that they added more boxes and many items that were never disclosed to us during the quoting stage and was charged for the additional volume / labor and charged accordingly at the agreed to per cubic foot binding cost, even after ******* did a complete side by side breakdown and comparison of what the shipper disclosed to us during the quoting stage (verses the actual items and pcs that the shipper shipped), and she sent that to the shipper prior to any BBB compliant being posted.
  Regarding the insurance the ***** also dictates that every transportation company must offer the shipper only 2 options of coverage (not insurance) on their Interstate Bill of Lading. Those options are OPTION 1 FVP (Full Value Protection) which pays $6.00 per pound per article (at a cost) or OPTION 2 Lower Release Liability or Basic Liability which pays $0.60 per pound per article (at no cost to the shipper). But IVL actually exceeds the *****s Interstate Bill of Lading requirements, as we offer Full *************************** through a 3rd party insurance provider which of course charges as premium for their coverage, (IVL is not an insurance company and have no say in the 3rd party insurance providers premium or deductible for their coverage).
  All of these options minus the Basic Liability were declined by the shipper as he verifies in his 2nd statement.
  
  Once again, and in closing,although all this was ALL thoroughly explained to the shipper prior to any complaints, they are still refusing to comprehend and is under the misguided impression that filing a BBB complaint will make the BBB compel or force us to handle this differently. But shipper is grossly misinformed of the BBBs role,as that is not their function.. Thank you.
  
  

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20301692
  
  I am rejecting this response because:
  

  The company and I clearly do not see eye to eye.  I understand their limitations, however I as a customer was mislead through the quoting process, lost a significant percentage of my items, and paid for services that were not delivered (namely, full service unloading and set-up).  Their BBB responses have been inflammatory in their responses and have treated my case with dismissal and arrogance, rather than service and concern.  IVL provides a horrible customer experience and I will actively be dissuading my associates from using their services.

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

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted International Van Lines to move our belongings from ***************** to ********* ** in June, 2023. Our contract and estimate showed loading dates of 6/28/2023 - 6/29/2023 at an estimated cost of $16,115.01. Upon arrival, the loading supervisor told us that the cost to move would be over $31,000. Closing on our home the next day, we felt we were being extorted. We then settled on an increased price.IVL arrived at our home on 6/27/23 to load us, a day early. Having not been fully packed, they charges=d us hundreds of dollars for finishing our packing on top of the added cost of the move. The supervisor onsite argued with us for over 3 hours the first day while the crew sdat in our garage doing no work, for which they also charged us. The crew arrived late every day of the loading but charged us for full days of labor.Now, on 07/10/2023, IVL will not give us an ETA for delivery of our property. They also have refused to let us speak to management. I have left emails, voicemails, and messages through customer service asking for a callback. No one has returned my calls.We have already deposited $5,719 for our move, and have indicated that we will pay the remaining balance by cashier's check upon arrival of the delivery van. Despite that, we have no word on the disposition of our belongings other than they are still in a warehouse in ******, **.This total failure of customer service, performance, and estimation have resulted in extreme stress and disruption of our work schedules (we both work fulltime and have had no furniture to work on). After only asking for an ETA for our goods, this nonperformance needs to be reported and addressed quickly. If resolution doesn't happen soon then we will have to seek avenues for relief.

  

  Business Response

  Date: 07/26/2023

  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 6/1/2023.

   

  There, we have highlighted points that are pertinent to this matter. The shipper had given our company a deposit to reserve their choice of MOVE DATE (pickup at origin) that being 6/27 with a backup date of 6/28. During the quoting stage the shipper provided to us a list of items to be moved consisting of 260 pcs which we have also highlighted on the signed estimate, showing as Article List. The estimate was a self-pack move meaning shipper was supposed to pack their own items and we only blanket wrap the furniture.

   

  On the 6/26 (day prior to the scheduled pickup date the assigned Account Mgr. (*******) called the shipper to remind (confirm) the next day (6/27) scheduled pickup. We have included a copy of that recorded call along with this response. The shipper was very confused of who we even were and then said were not supposed to come until the 29 because hes not finished packing yet and had other items to ship, (shipper revised piece count from 260 to 292pcs).

   

  The shipper was very stressed with (non-related to moving service issues) and advised ******* he was not sure what to do. ******* offered for the team to come on the 27th to wrap and pack and load on the 28th. The shipper said yes, that would be okay. He began to tell her he had a considerable number of boxes and additional items, during this call ******* told the customer it would be best for the team to come tomorrow (06/27/23) and allow them to get a better understanding of what he has. The shipper agreed, and ******* added all the items the shipper advised her of. The shipper struggled with following along to the call, seemed confused.

   

  Shipper then asked her if we could add packing to the move, the packing did not sound like much so ******* told him we would allow the team to make adjustments on site and provide him the cost for materials and labor when they arrive to give him a better idea what this cost would be. ******* did add packing for the garage tools and 2 boxes with a total of $250.00.

   

  However, on the day of the move (6/27), the shipper was nowhere near ready. We offered to come back on the 29th, but the shipper advised he had to be out, so the team continued with the move. In the end the shipper wound up shipping 503 pcs vs the 292 pcs they (that is 211 pcs additional in comparison to the agreed to estimate, they had revised their pcs to. These additional items, the packing materials, and labor, which were not part of the original agreement, of course caused a significant increase in cost. On July 11 ******* from our *********** has requested the moving docs from the field and will conduct a full account review and sent the shipper an email stating so, (please see copy of that July 11 email which weve included along with this response).

   

  In closing, the team on the field has been trying to contact the shipper regarding delivery but has been unable to contact the shipper. Our dispatch team will send him correspondence to let them know that the trailer is being loaded this Wed / Thurs for an estimated delivery of Sat / Sun. Thank you.

  
  

  

  Business Response

  Date: 07/26/2023

  In closing, the team on the field had been trying to contact the shipper regarding delivery but was unable to connect with the shipper. Our dispatch team sent shipper correspondence on 7/14 to let them know that the trailer was loaded and arriving with an estimated delivery of 7/15.
  
  Finally,shipment was delivered on 7/15 in the AM. Thank you.
  
  

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20301500
  
  I am rejecting this response because:

  When the movers arrived on 6/27/23, they stated that we were not prepared to move.  I will submit a digital copy of the moving inventory list we offered to ******, the onsite moving supervisor, who refused our list.  In that list we had 260 boxes fully packed, with contents of the boxes listed., We also provided a list of 154 furniture pieces that were ready to go. That total of 414 pieces contradicts their estimate of our original inventory.

  The supervisor then went through the house with us for 3 hours while the moving team sat and did no work in our garage.  We were on the phone with International Van Lines, because the revised estimate for our move was nearly double the original quote. After those calls, the supervisor came back to us with a new quote that was below his original rewritten estimate but above the original price.

  We were not given any sufficient time to review and approve the updated inventory.  We were pressured into signing the estimate because our closing was occuring within two days and we had to vacate the property. We were repeatedly threatened with forfeiting our deposit of approximately $5,700 if we cancelled -- and cancellation was not an option. 

  We were also told that if we did not pay the entire balance in full via wire transfer in advance of their loading our belongings that they would not move us.  We then chose to pay half via a bank cashier's check, with the remaining balance paid upon their unloading us in ************.

  Since we've been unloaded in ************, we have discovered missing boxes, broken contents, crushed containers/boxes, artwork, and more.  The movers who unloaded us were directed by ****, who repeatedly told the crew to, "Just get it all unloaded as fast as possible." Despite my requests to unload us into three storage units at one property leaving us access to the contents, the team stacked all contents starting from the back wall of the units up to the ceiling.  They stacked extremely heavy exercise equipment on top of artwork and kitchen contents -- all marked "Fragile" -- crushing boxes, containers,  Photos are attached.

  When asked to sign the final list of contents unloaded we were given no time to cross-check lists or validate the information. We were instructed to write on the signed forms that we would be providing a list of missing/damaged/lost possessions.  Due to our age and the poor manner in which things were unloaded, we are still struggling to completely remove everything from the storage units and apartment to reorganize, account for everything, and submit that list. **** told us that we have 90 days fro move in to do so.

   We discovered recently that pieces of both of our desks are missing.  THe crew in *************, unbeknownst to us, disassembled our work desks, lamps, and more, and places them in boxes -- separating the pieces as they did so.  Screws, bolts, hinges, and more ae nowhere to be found.

  We also have documented and photographed multiple boxes and wardrobes that were filled with nothing but wrapping paper, other empty boxes, garbage, recycling, and false content.  So far we've found approximately 7 of those boxes, inflating our charges.  I am transferring several photos from my phone to my laptop to send them to you.

  We are missing clothing boxes, kitchen supplies boxes, lamps in boxes, and more.  

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

  

  Business Response

  Date: 08/04/2023

  This is our 2nd response to this matter. The 2 points (overages & delivery) that the shipper mentioned in their initial complaint were thoroughly addressed along with moving documents signed by the shipper, showing that the shipper went from an agreed self-pack estimate with 292 pieces to company packing and a total of 503 pcs. We even included a recording of this where the shipper is asking if we could pack. Now evidently the shipper was delivered and continuing a thread with different concerns. Since it doesnt work that way, our *********** Dispatch Ops Mgr (*************************) has attempted to contact the shipper, but no one picks up the phone on the daytime # the shipper provided to the BBB. Our manager wants to see if he can get a team to the site to get a clear idea of what the shipper is saying. **** will continue to attempt contacting the shipper or the shipper can call him on his cell phone **************. Thank you.
  

  

  Business Response

  Date: 08/04/2023

  Our *********** Dispatch Mgr. has attempted to call the shipper 3 times as well as sending ******* a text message. The first call was earlier when we sent our response to the BBB, and 2nd from the *********** phone, and 3rd from *********************** personal cell phone, as well as a text to the shipper's cell phone, all to no avail.  He left VM messages for shipper on the 2nd & 3rd calls, and text to shiper's cell. Thank you. 

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired them in April for a ************ Move in **** They came May 8 packed & loaded .my whole house, in ******. They said it could take up 21 working days to get my things, fine with me. I moved into my new place on May 15, and told them anytime up to 21 working days is fine. Well it came and went. They kept telling me your things are loading, and will be on there way, 3 times! Now we are into July, over 35 working days and nothing. Then I got a call on the 3rd, saying they will arrive on the 5th. The truck showed up about 12:30 pm with no one to unload. After about an hour 3 men came and said they will unload ONLY! I paid for a ************ Move which means unpack everything & put things where I want them, plus put together everything they took apart to move. THEY DID NONE OF THAT! Just brought everything into my house in boxes and left. I am74 years old being treated for Prostrate Cancer, so I can't do much. THIS is why I paid extra for a ************ Move. Now the last 4 days I am unloading boxes, and trying to put things away. As this is happening I'm finding, so far, 2 broken large vases, a broken glass top for my table, The first picture I unpacked has a broken glass, and I have 10 more to go, I'm afraid to look.Took the base off my big screen TV, and can't find the screws to put it together. 2 wardrobe boxes, when opened, all my clothes off the hangers, on the bottom of the boxes. Missing parts for 2 of my lamps. AND on top of all this, boxes are all either mismarked or not marked at all I most likely be unpacking things all week, and hauling empty boxes, and packing material, which they were supposed to remove, to the Dumpster myself.What makes my Irate,is I paid over $7,000.00 for this "FULL SERVICE MOVE" Thank you International Van Lines for NOTHING!!!

  

  Business Response

  Date: 07/10/2023

  We are responding to this matter forwarded to ** by the BBB. Along with this response we are including a copy of the Binding Moving Estimate that the shipper acknowledges reading and agreeing its terms and conditions prior to signing on 3/16/2023. There we have highlighted to show that what is and what is not included with the move. Disassembly and reassembly of BASIC furniture is included, and further below we have highlighted to show that unpacking of boxes is not included but can be provided at an additional cost.
  

  We are also including a copy of a July 10 email that our home office *************** Mgr. sent to the shipper explain this as well as requesting pics of items that were left unassembled to see if we can have a team come to assemble if they fall into the category of BASIC furniture. Also,included in the July 10th email to the shipper are claim instructions for any items the shipper says may be damaged.
  
  Thank you