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:07/07/2023

  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.

  The movers arrived two hours earlier than expected, which was ok. The actual packing and moving process was smooth and my husband and I commented on how easy the process was and how we were impressed with the professionalism of the movers. Wed offered them water and snacks, chatted about their kids and our baby. Around 2:30 I headed back to the hotel were staying at to relieve our nanny, and things headed south with the movers.When my husband returned they first had him fill out a comment card - he wrote about how he was satisfied with the move and with the individuals packing and loading. Then, the guy in charge, ******, told him that we had far exceeded our estimated space. Instead of our quoted 971 cubic feet, we had over **** cubic feet of stuff. However, because he was a nice guy hed only officially charge us for **** cubic feet on paper, but only if we paid him privately via Zelle for $800. My husband asked to see how he calculated the size of our load and ****** insisted that he knew the truck and we definitely had at least **** cubic feet, probably more. He also tried to bill us several hundred dollars for the stairs in our unit. My husband called me and I told him that the documents I had from you two stated we would not be charged for interior stairs in a townhome, but that I couldnt verify whether our load was larger than our original quote.My husband asked repeatedly to see some proof of the size of our load and was repeatedly denied. The truck was loaded and closed and he was told that they would either charge us nearly $3000 additional for the extra square footage, or he could just pay them $800 directly. They then said that theyd be willing to take $600 instead of $800. At this point, all of our belongings were loaded on to the truck and my husband felt as though they were holding these belongings hostage and demanding a ******. Against his better judgment, he paid them their demanded sum. We would like to note in doing this they violated the contract which we signed which states Additional fees will be based on additional items and will be quoted prior to loading. We not only were not quoted prior to loading, but were not allowed to inspect the items to verify this claim.We have tried to contact the moving company multiple times and are routinely sent to voicemail and our emails are ignored. Our primary contact has been unnecessarily rude when we have been able to contact her. We have been promised calls or responses within 48 hours and are then ignored for a full week.The moving company is still in possession of our belongs and I can only hope that we will not face retaliation for contacting you about this.

  

  Business Response

  Date: 07/10/2023

  We are responding to this matter regarding interstate moving transportation services that was forwarded to ** by the BBB. Regarding the ******* asking the shipper for monies to lower their actual volume is unacceptable and the Acct Mgr. who is looking into this made certain that those $600 are taken off the final balance due upon delivery.
  
  Furthermore, the Acct Mgr. has requested shipping documents from the field so she can conduct an account review to confirm what overages (if any) are justified or not.
  We are sorry for the inconvenience caused to the shipper. Thank you.
  
  
  

  Customer Answer

  Date: 07/11/2023

   
  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:07/07/2023

  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.

  I'm a military member who has employed International Van Lines to move our household goods from ****** to ******. Our expected delivery date is 7/11/23 and for the past few weeks, I have attempted to call and work out the delivery details time and time again. Every time, I'm diverted to voicemail. I leave messages and do not receive calls back. I send E-mails and do not receive messages back. I recently asked my wife to call, and she was able to get a hold of someone who said they would call her back. She also told my wife she could text her to get a hold of her. But AGAIN, no response to calls or texts after this. It's starting to feel like this company stole our belongings and had us pay them to do so.

  

  Business Response

  Date: 07/07/2023

  Please see email sent to shipper by our Dispatch team and have attached to this response. 

• Initial Complaint

  Date:07/06/2023

  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.

  International Van Lines helped me move my furniture and packages from ********** to ***** on June 25. When the items were delivered i realized that they were missing critical components of some furniture like bed rails and custom screws, besides other missing items and wrong packages belonging to other people were also delivered to me. The delivery team noted they cant assemble the furniture and that i should reach out to the company to look for a solution. It has been a week now that I am trying to get in touch with what they refer to as the account manager with no luck. I had sent multiple emails and left many voicemails. Operator and main contact line do not pick up and if they do they transfer me to a voicemail number. It concerns me how this business is handling those deliveries.My shipment reference number is C4489344

  

  Business Response

  Date: 07/06/2023

  We are responding to this matter regarding interstate moving / transportation services forwarded to ** by the BBB. This shipper filed a complaint without even giving our company an opportunity to respond to an email they only sent on July 3, with a July 4th holiday the following day.
  
  Regardless of that, our warehouse team in CA. is already conducting a search for the few missing items.
  Also, earlier today (July 6) our *************************** Mgr. sent the shipper an email advising them of this. We have included a copy of that email along with this response. Thank you. 
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20281033
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/07/2023

  Not sure what the shipper is rejecting. The email that our **************** Mgr. sent to shipper, (which we inlcuded along with our initial reponse), explains the warehouse in CA. is tracking the couple / few missing items, and if unable to locate, the shipper will receive claim insutruction on how to file a claim. Very simple, so there is nothing further we can add to our initial response. Thank you.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20281033
  
  It is really astonishing how the business views simplicity of the process, when no one picks up the phone and no one responds to emails. I have a disassembled bed sitting on the floor and the only solution offered is through this site.
  

  Also, in my initial complaint i did mention that a box was delivered to my address but does not belong to me. No action taken yet to investigate who the real owner is. This just shows how thorough the process is. I am attaching a picture of whats in the box, hoping the **** days search process do make a difference. For now please advise on whats next for the box in my possession.

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

• Initial Complaint

  Date:06/28/2023

  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.

  IVL damaged a significant amount of our items during transit from ********* to ******, **. Boxes, tool chest, work table, furniture, artwork, bicycle, etc. They left our home contents on the driveway in the pouring rain. They were negligent, careless, and incompetent. I have a photo of the truck before they unpacked it and it does NOT look professional at all. Boxes every which way, upside-down plastic totes, complete disregard for fragile stickers. Communication with the company is horrible!! We have been trying to obtain a copy of our paid invoice for over two weeks and do not have it . This is something we NEED to be reimbursed by employer for moving expenses. They are all unresponsive to phone calls and e-mails.

  

  Business Response

  Date: 06/28/2023

  We are responding to this matter forwarded to ** by the BBB. The shipper is filing a complaint about damages, (which is not the proper venue, nor will it make the claims process move any faster), but it was only today (June 28) that the shipper filed their claim on-line. We are including a copy of the Claim Status report that shows this to be so.

  
  Our *************** Mgr.will send the shipper information on the process and length of the claims process and the claim will be addressed at the level of valuation opted for by the shipper.
  Thank you

  
  

  Customer Answer

  Date: 06/30/2023

   
  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.

  Our main goal was to obtain a copy of the paid invoice, which we had been asking for for several weeks. We did get a copy of that invoice. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 19 and 20, an *** subcontacted broker (?) picked up my household goods in ***********, *****. Since I did not have a WI location on when I could have them delivered because I would be moving in with my mother-in-law or a storage location at my new residence I told *** that I would provide the location when I arrived and found suitable facilities. The contract called for a **** day delivery window once I informed them of these 2 conditions. On **** 1, I provided ******** and *******, my 2 *** contacts in *******, my ********* storage location and **** ***** and **** ***** windows for delivery. From there it has been h*** No return phone calls, no notifications, and almost impossible to hear anything. During this time I have also been receiving fake texts from *** for $3000 charges for pickup charges which *** says "may" not be from them.On **** 20 after threatening legal action with **** in the business office, ******** sends me the standard "We understand waiting on your household items can be increasingly frustrating, unfortunately I cannot provide you another update until your trailer arrives for loading. There will or could be multiple customers on this trailer, depending on the size of each move. This means the driver will have multiple stops to make along his route or within your destination area."I am now 7 days into the 12 day window and I have heard nothing. On top of that, on **** 27th, I now received an invoice from some new storage company I've never heard from that says they are holding my household goods and will sell them if I don't pay up $950 for **** storage. Per the *** contract, I'm supposed to have 30 days of free storage! I specifically gave *** dates that would ensure that no storage fees would be incurred and now this.Almost 65 emails, countless texts and phone calls to a "quality" company. Not in my opinion.I just want my household goods delivered in one piece, plus no added storage fees that I believe I tried to meet.

  

  Business Response

  Date: 06/28/2023

  We are responding to this matter regarding interstate moving / transportation services forwarded to ** by the BBB. Along with this response we have included a copy of our Binding Moving Estimate and have highlighted to show that the shipper acknowledges reading and agreeing to its terms and conditions prior to signing on 5/19/2023. There we have included and highlighted only what is pertinent to this matter. Directly beneath ESTIMATED DELIVERY FRAMES it very clearly explains that a delivery can take up to 21 business days after the shippers chosen First Available Delivery Date (FADD). Not sure where ******* is seeing what they are alleging in their comments when they say: The contract called for a 212-day delivery window. Aside from that it doesnt make sense that the shipper is making complaints when they are in contact with our office and even today spoke with ******** on our Dispatch team. The shipper also mentions he is getting calls from some unknown storage company who is threatening to sell his stuff, if he doesnt pay storage, but IVL is not collecting storage charges, so this has nothing to do with IVL.
  Making legal threats or filing BBB complaints does not frighten us, nor does it make things move any faster, instead **** who is one of our senior Relocation Specialist was only responding because he is professional and courteous.
  In closing, our Head Dispatch Mgr. at the home office has advised us that this shipment is being loaded onto a tractor / trailer headed for that region of the country and estimated delivery is scheduled by the 6th of July of after the 7th since the shipper has informed our dispatch team that they cannot accept delivery on the 7th since they will be attending a wedding. Thank you.
  

  Customer Answer

  Date: 06/29/2023

   
  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. I do withhold final judgement on their overall performance until after delivery of my household goods in *********. To date, unless I initiate the phone calls, I never hear anything from the company until the day before a key event is scheduled to occur, such as pickup of my goods. Based on the bill of lading and very sketchy summary or description of what they loaded on their truck and any acknowledgement of the insurance form that I sent to them before pickup requesting $14 per pound, I am still withholding my final opinion of their performance.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/26/2023

  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.

  This company hid the only payment methods involved cash, postal money order, or cashiers check until the final email which was sent out the final day to finalize my move. Of course it was a Friday and they are closed Saturday and Sunday. By the time they got back to me it was too late for a refund. They are scam artists

  

  Business Response

  Date: 06/27/2023

  We are responding to this matter regarding interstate moving / transportation services forwarded to ** by the BBB. Shipper states: ************ hid the only payment methods involved cash, postal money order, or cashiers check until the final email which was sent out the final day to finalize my move.
  
  Along with this response we are including a copy of our Binding Moving Estimate that was sent to the shipper on 6/9/2023 and shipper acknowledges reading and agreeing to its terms & conditions prior to signing on 6/9/2023. On there we have highlighted items pertinent to this matter. Directly beneath METHODS OF PAYMENTS it clearly describes methods of payment at pickup and delivery. We have also highlighted to show that the shipper had reserved a MOVE DATE (origin pickup) of 6/26/23 or 6/27. 
  
  On 6/12/23 we sent the shipper a Welcome email with attachments regarding Important Facts About Your Move, which we have included along with this response.
  
  We also do a follow-up with shippers about 1 week prior to the scheduled pickup date in the event they missed something on the Binding Moving Estimate, or in the Welcome email that included Important Facts About Your Move. We have included that follow-up email that was sent to the shipper on 6/20/23.Therefore, it is not truthful as the shipper alleges that he was not advised of payment methods until the final day to finalize their move.
  
  What the shipper is referring to is the pickup email that we send to shipper a few days prior to pick up, which again includes the payment method at pickup. In this case that email was sent to shipper on June 23 which is 4 days prior to pick up date which was scheduled for Tuesday, 6/27. Therefore, this was the 4th time we informed the shipper of payment methods (and in pretty large font we might add), and 3 of those times were well in advance of the scheduled pickup date, and the 4th was 4 days in advance of the pickup day.
  
  In closing, we are not certain of the shippers motivation for being misleading, but evidently his complaint is unfounded to put it kindly. Thank you.
  
  
  
  

  Customer Answer

  Date: 06/27/2023

   
  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:06/23/2023

  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 signed a contract with IVL on 05/25 with an estimated delivery date of 06/05. Before I signed the contract, I inquired about the **** day contract provision stating that although every effort would be made to deliver my things by 06/05, IVL had **** days after this date to deliver. I was told that the only situation in which my things would not be delivered near 06/05 was if there was a weather incident/another unforeseen issue that would prevent/delay delivery. However, it is now clear that IVL is delaying my shipment in an attempt to save money by waiting to combine my delivery with another move. When my things were not delivered on 06/05, I wasn't able to get into contact with IVL until the next day and was informed that my items were still at my origin point waiting to be shipped. It is now 06/23 and my items have still not been delivered and I cannot get in contact with anyone at IVL. The last thing I was told was that my items were still at the origin point and there was still no plan in place to have them delivered. I don't foresee my items being delivered by 06/25 (which is 21 days past my estimated delivery date). I desperately need my items to be delivered and I would like a partial refund of the over $4,000 I have paid, due to the extreme delay of all of my household items and the clear misrepresentation of contract terms prior to signing.

  

  Business Response

  Date: 06/23/2023

  We are responding to this matter forwarded to ** by the BBB. The shipper is referring to an estimate not a contract. We have included a copy of that signed estimate along with this response where we have highlighted to show what is pertinent to this matter.Directly beneath ESTIMATED DELIVERY FRAMES we have highlighted to show where it describes that a delivery can take up to 21 business days after the shippers chosen FADD (First Available Delivery Date). The shipper reserved a Move Date (origin pickup date) of 5/27 or 5/28 as highlighted on the agreed to and signed estimate.
  
  We have also included a copy of the DELIVERY FORM that shipper completed on day of pickup (that being 5/28) and on that form the shipper chose 6/5 as the earliest date they will be available to accept delivery, and directly below where the shipper wrote 6/5 it again states that delivery can take up to 21 business days.
  
  The shipper says; IVL is delaying my shipment in an attempt to save money by waiting to combine my delivery with another move but that is not a factual statement as all cross country moves are transported via an 18 wheel tractor trailer which has a load capacity of ***** cubic feet, and since this shipment is only 500 of course it will be travel with other shipments destined to the same region as no company would ship just one shipment of 500 in such a large capacity vehicle. So this is not done to delay the shipment as the shipper alleges, rather it is just industry norm.
  
  Lastly,the shipper also says; IVL had **** days after this date to deliver, but the verbiage on the signed and agreed to estimate, as well as on the DELIVERY FORM previously mentioned states up to 21 business days after the shipper chosen FADD, which would make the 21 business days July 3. The shipper left out business days in their complaint.
  
  However,speaking to our hub in MO this shipment was already scheduled for loading on Monday with an estimated delivery between June 28-July 1st.
  
  In closing, there is no extreme delay as shipper alleges, and therefore, no reason for any partial refund. Our Dispatch team will keep the shipper posted of any updates, just as they have been doing. Thank you.

• Initial Complaint

  Date:06/13/2023

  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.

  We were moving from ************* to ********, *********. After calling multiple movers, we booked International Van Lines because they told us that they could let us know the exact date (in advance) of when our items would arrive since they would need to plan out the itinerary in advance anyway and because they do not outsource their work to 3rd party folks so the quality is always good. So the trouble starts when they arrive to move our items. The team lead hustles us for tips for the team at our entrance. He says, it would be great to give us 20% so that we take good care of your items and ensure a smooth delivery, saying you wouldn't want anything to be damaged which is about $1000 in tips given the cost of the move. Then the team lead kept saying, we're going to be the ones who will drive it down so in order to ensure a safe journey, you should tip us, everyone else does. You don't want the one not tipping us since we have your stuff. So fearing our stuff would be damaging if we didn't and its almost impossible to another book movers on the same day, we gave them about $500 in tips. They were not happy with it but we felt they were holding us hostage and frankly we didn't more than that to give in cash (which is what they demanded). On arrival, it wasn't them. Someone else delivered out stuff and didn't once comment on a tip. Put everything in our home and left. Super pleasant and nice, not like those *** movers who were like robbers. I would like to billing adjustment since its not necessary to have given them a tip.

  

  Business Response

  Date: 06/16/2023

  We are responding to this matter regarding interstate moving / transportation services forwarded to ** by the BBB. Since this does not sound like a typical scenario, **** ************ Dispatch Mgr.) contacted our agent who services that region and asked they sit down with the ******* /driver assigned to that job and interview him to get specifics of what happened.In all the years we have been in business, we dont recall ever getting a complaint regarding such issues. Unless it is a new *******/driver who worked at a company that operated in this fashion, then the agent needs to retrain that new ******* / Driver.
  
  However, the agent did attempt to contact the shipper on June 15 to see if they can work out a resolution, but the shipper has not yet responded to their good faith attempt. Please see the email from the agent sent to **** in our *********** that weve included along with this response. Thank you.
  
  

• Initial Complaint

  Date:06/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue: International Van Lines (IVL) has not responded to my request to transport my belongings from ** to PA. I have heard nothing from IVL despite repeated calls. I will not be able to live without my belongings without considerable expense and discomfort and in addition, I am being charged $1,776/month for storage until the belongings are delivered. I am writing this complaint in an effort to have IVL respond to me and commit to transporting my belongings per the contract. They simply do not respond to me.For context, on February 27, 2023, International Van Lines (IVL) moved my home belongings (**** cubic feet) from my home **** ** into storage with ************************ in *******, **. I have no contract with Yellow Eagle, only IVL. I have been paying Yellow Eagle $1776/month for storage. I have been living in a furnished rental awaiting the completion of a new construction townhouse in **************, **. On June 7, the builder of the townhouse committed to settlement/closing the property to me on June 29, 2023, On June 7, I attempted to notify IVL that my belongings in storage should be delivered on or after June 30, 2023. I attempted to reach both **************** and Dispatch unsuccessfully per the voice commands on IVL call in menu. The automated response was to leave a message with **************** with your name, phone #, earliest arrival date for belongings etc. and that **************** would return the call. I I called a third time that day attempting to reach the operator through the menu. I was successful and spoke to the operator about my request to transport my belongings and was assured that Dispatch would reach out to me within 48 hours. On June 8 and 9, I again attempted to reach IVL but was unsuccessful except for reaching the operator. The operator will not make any commitment to my move and again said that Dispatch would call me. I am very anxious about the total lack of response from IVL and am only seeking an affirmative response.

  

  Business Response

  Date: 06/12/2023

  We are responding to this matter regarding interstate moving / transportation forwarded to ** by the BBB. Someone from both our ********************** as well as our Delivery ************ have notified shipper on 05/30/23, 06/12/23 each time acknowledging the shipper's delivery request. The shipper received a correct invoice for storage as his first available delivery date is 06/30/23. We have advised the shipper we will not have any updates for him until we get closer to the delivery window. We apologize no one has verbally contacted him yet, since we are still working with shippers who need our attention because they are currently ready for delivery. This shipper is not ready for delivery for another 3 weeks (shipper chose 6/30/2023 as their first date they can accept delivery). Dispatch will reach out to the customer today verbally. Thank you.
  
  

• Initial Complaint

  Date:05/27/2023

  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.

  On May 24th at 4PM, ******* sent me my inventory and approval to charge my cc for a deposit. I approved the deposit since the quote said my deposit is refundable. At 6:58PM, I emailed him back asking him not to charge my cc due to unforeseen circumstances. IVL still charged my card on May 25, I received the receipt via email. I called my cc company to start a dispute but since it is still pending I am unable to do so. I've called ***** who is supposed to be the account manager for *******. I've called her over 10 times in the last two days at various times and sent her two emails. I also ******************* an email. I'm now afraid that I just lost $3635 which I can't afford.

  

  Business Response

  Date: 05/30/2023

  We are responding to this matter forwarded to us today (May 30) from the BBB. We apologize, but deposits are run immediately by the accts receivables ***** after the shippers approval, and that is why ******* saw transaction the following day. But, it takes a couple of days for the accts payable **** to process refunds and since it was a 3 day holiday weekend, that further delays the process. Just like the shippers complaint that we now see was sent to the BBB on 5/27 but was not seen by ** until today (May 30) upon return to regular business hours.
  
  Regardless, the refund has been done (May 30) and the shippers credit card company has been notified of refund, but it may take 2-3 business days for the shippers credit card company to reflect on shippers account. We have also attached a copy of the refund transaction receipt to this response..Thank you.
  

  Customer Answer

  Date: 05/31/2023

   
  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,
  
  ***** ******