ComplaintsforInternational Van Lines

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Business response

  06/27/2024

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

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Business response

  06/21/2024

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

• Initial Complaint

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Business response

  05/23/2024

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

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We submitted our inventory list 3/31/23. Value of Goods to move was ******. JOB#*******. Picked up in ******* on 4/6/23 to storage in *******. Stored until 8/8/23. We received our furniture damaged, boxes that were falling apart even though they were clearly marked fragile. Things missing, fragile plastic containers with foot prints on top, and our furniture was filthy. Our outdoor furniture was totally scratched up & ruined. Our furniture had broken legs, some was apparently dragged, shredding the moving blankets, scratching the furniture in every room. We have antique furniture they are still trying to repair along with a wardrobe cabinet that the whole back was broken and an end table that the base was cracked in half. We sent 200 pictures they just forwarded to the insurance company & are taking no responsibility. We did buy insurance with a $1,000 deductible but it does not cover the damages to glass things we packed even though the boxes were marked fragile and received in pieces. We did wrap very well & had little damage for the way things arrived. There were a few things that we got as *************** we bought in ******* and cannot replace here. We were appalled that they took no responsibility, didn't offer to pay the deductible, even though the damage was caused solely & directly by their employees and agents. Just to repair what they could repair cost over $1*****, our outdoor furniture could not be repaired because we could not find a professional to re-web it and it all needed to be powder coated which meant taking the webbing off. The original cost of that furniture was *****, and we got ***** to replace it. We are missing fishing equipment & the movers used one of our ladders and ended up taking it. This company should not be in business. WE have moved cross country 3 times & never had damage anywhere near this. We have never had to put in a claim.

  Business response

  05/22/2024

  We are responding to this matter forwarded to us by the BBB.After receiving this we contacted the 3rd party insurer to inquire as to what took place since we assumed this matter had been settled long ago.Along with this response we are including both the shippers insurance claim with the 3rd party insurer which was done on 9/2/2023 and a copy of settlement sent to the shipper on 12/14/2023. We noticed on the shippers claim form that they noted they were not filing a claim for items that were self-packed, which btw, any insurance would have declined since items that are PBO (Packed By Owner) are not insurable since the contents or condition of items in a sealed boxes pr containers are unknown. But we also noticed that the shipper failed to mention that the 3rd party insurer had issued a settlement check for $12,143.67 for the items the shipper did list on their claim form.
  
  Also, when the shipper states, We were appalled that they took no responsibility, it seems they dont understand insurance as the 3rd Party issuers subrogate against IVL to collect monies paid to the shipper.
  
  We are sorry that the shipment incurred some damage, but early on,our home office *************** Mgr. did explain the subrogation process to the shipper, but the shipper still decided to file a complaint 5-6 months after the fact. However, there is nothing further we can assist with, and neither will the BBB be able to assist any further. Thank you.
  
  
  

  Customer response

  06/25/2024

  Our complaint did not involve the insurance policy that we paid for other than their choice of  adjusters who said they could fix things that they had no means to do so. Our complaint is that our household goods were damaged, some beyond repair and said damage was caused soley by the negligent handled of our property by International van lines. We purchased insurance to cover fortuitous events not the negligence of International Van Lines, I would assume they carry their own insurance to cover their negligence. IVL did nothing "in good faith" to resolve this issue. They caused the damage and did mouthing! We filed a claim against our insurer and incurred a $1,000 deductible. Our demand is for reimbursement of the $1,000 deductible we lost to repair their damage to our goods. 

  International Van Lines does take responsibility for their mistreatment of their customer's property and has no incling of the meaning of "good faith" business practices. They should be put out of business and not allowed to do further damage. Our claim was just one of many caused by them.

  We want and demand reimbursement of our $1,000 deductible. The rest of our losses will be chalked up to our bad decision to hire International Van Lines.

  Thanks 

  *******************;

  Customer response

  06/25/2024

   
  Complaint: 21743768
  
  I am rejecting this response because:

  Our complaint did not involve the insurance policy that we paid for other than their choice of  adjusters who said they could fix things that they had no means to do so. Our complaint is that our household goods were damaged, some beyond repair and said damage was caused soley by the negligent handled of our property by International van lines. We purchased insurance to cover fortuitous events not the negligence of International Van Lines, I would assume they carry their own insurance to cover their negligence. IVL did nothing "in good faith" to resolve this issue. They caused the damage and did mouthing! We filed a claim against our insurer and incurred a $1,000 deductible. Our demand is for reimbursement of the $1,000 deductible we lost to repair their damage to our goods. 

  International Van Lines does take responsibility for their mistreatment of their customer's property and has no incling of the meaning of "good faith" business practices. They should be put out of business and not allowed to do further damage. Our claim was just one of many caused by them.

  We want and demand reimbursement of our $1,000 deductible. The rest of our losses will be chalked up to our bad decision to hire International Van Lines.

  Thanks
  

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

  Business response

  06/25/2024

  This is our 2nd and final response to this matter.
  
  As stated in our initial response, we noticed on the shippers claim form that they noted they were not filing a claim for items that were self-packed, which btw, any insurance would have declined since items that are PBO (Packed By Owner) are not insurable since the contents or condition of items in a sealed boxes or plastic containers are unknown, and may we add, how well or not they were prepped and packed.
  
  However, we are pleased that the shipper now acknowledges that the 3rd party insurer did provide a settlement payment to the them, which they had failed to mention previously, but we do not pay for shippers insurance deductibles and especially for items that were self-packed (not packed by us). In addition, the only payout our company makes is to the 3rd party insurance company who initiates a subrogation against our company when there is a settlement paid to the shipper. Otherwise, there is nothing further we can assist with. Thank you.....
  
  
  

  Customer response

  06/26/2024

   
  Complaint: 21743768
  
  I am rejecting this response because: We did not file a claim for the items we packed even though we lost items due to the total careless handling of our boxes by IVL agents. 

  This was our fourth cross country move. In previous  moves there were minor issues which the reputable moving companies had repairs made or replaced damaged items. Reputable movers take responsibility for the damage they cause and do not expect their customers to file a claim against their own insurance policy. It's a horrible business model to state they take responsibility by reimbursing the insurer through subrogation. We should not be expected to incur further loss by having our claim reduced by the deductible. This was not accidental damage our property was damaged solely by IVL's agents mistreatment. We did nothing wrong. IVL packed, shipped, stored, delivered, and unpacked our furniture. They damaged our property and should have directly paid for the repair and replacement of the property they damaged/destroyed.

  Having attended law school and spending my career in the commercial insurance industry I  know how reputable companies do business. IVL is has wronged us through their negligence and should at a minimum repay our $1,000 deductible. 

   

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

• Initial Complaint

  05/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We booked International Van Lines for a full service pack and move for our residential move. Prior to booking, we spoke with *************************** who verbally informed us that transit would take 2-5 days. She also confirmed they do not contract the job out which is what made them stand out to us from the options we had.When the team arrived to pack and load the truck on 5/13 they informed us that it would take up to 21 days. The team also let us know they are subcontractors hired for the job.We then submitted a requested delivery date of 5/16/2024, the team began the job. ***, the lead team member spoke with dispatch and let us know our stuff would likely arrive the week of 5/20/2024. We were very disappointed to find out the delay as well as the cost of the move increase from our quote of $5,028 to $8,000. We proceeded with the job.After the truck was loaded and departed, we were told dispatch would contact us the next day (5/14) with updates and a delivery window.We received zero updates or information on where our stuff is.We attempted to speak with ************************* multiple times that day for information but she failed to provide any assistance.*********************************, a dispatch team member, was then added to the email thread on Wednesday, May 15th and shared that we did not submit a requested delivery date.On May 15th and May 16th, multiple attempts were made to get a hold of someone on the team.As of today, 5/16, we have tried to reach ***************************, *************************, and ********************************* with zero responses or calls back.We are aware that their complicated fine print and terms and conditions protect them from the challenges we experienced but we are upset that they falsely advertised the transit time and that they dont contract the jobs out. We are also extremely upset and concerned that the team is not responsive or sharing the status of where our stuff is.

  Business response

  05/17/2024

  We are responding to this matter forwarded to us by the BBB.Not sure why this would be a complaint.
  
  Along with this response we are including a copy of the Binding Moving Estimate that the shipper acknowledges reading and agreeing to its Terms and Conditions prior to signing on 5/11/2024. On there we have highlighted items pertinent to this matter, such asl Estimated Volume which was for 643 cubic feet. Also highlighted is Article List,which is the shippers inventory list provided to us by the shipper during the quoting stage which shows a total of 60 Pieces.
  
  We have also highlighted; This is a Binding Estimate: "An agreement made in advance with your mover,which guarantees the total cost of the move based upon the quantities and services shown in the estimate. Please note, if the shipper (customer) decides to add any services after the agreed upon quote they will be charged accordingly. It is important that the shipper provide as much information as possible to the moving company.." 
  
  Also highlighted beneath ESTIMATED DELIVERY FRAMES,it states that a delivery can take anywhere from 2- 21 business days from the shippers chosen First Available Delivery Date (FADD). And btw, not complicated nor in fine print as the shipper alleges.
  Along with our response we are also including signed moving docs, such as the Interstate Bill of Lading that shows the shipper had 404 additional cu. ft., the Onsite New Binding Estimate (which is required by the **** of ************** when there is a variance from the agreed to estimate)  that shows the shipper signed and agreed they had 404 additional cu. ft. and the shipper was charged accordingly as per the same per cu, ft cost on the signed and agreed to Binding Moving Estimate mentioned at the inception of this response,  the seven pages of Inventory list showing we picked up 172 pieces from the shippers residence (not the 60 Pieces provided to us during the quoiting stage). This variance increased the total volume to ***** cu. ft and not the agreed to estimate of 643 cu. ft. which is quite a difference. But again, the shipper was charged accordingly for the additional volume as the per the cu. ft. ***** on the signed and agreed to estimate.
  
  In closing, the shipper states; Tes, the lead team member spoke with dispatch and let us know our stuff would likely arrive the week of 5/20/2024
  

  Finally, we have also included the Delivery Form showing that the shipper chose 5/16 as their earliest day in which shipper can receive delivery. As per the Estimated Delivery Frames on the signed and agreed to estimate previously mentioned, not only will the delivery be well within the 2-21 business days after the shippers chosen first available delivery date of 5/16, but also within the 2-5 (business days after the shippers first available delivery date) shipper was advised of by the Relocation Specialist they worked with, and in agreement with what ********** the shipper the week of 5/20/2024. Thank you.
  
  

  
  

  Customer response

  05/17/2024

   
  Complaint: 21722297
  
  I am rejecting this response because:
  
  No one from the *** team walked us through expectations or clearly stated what next steps would be. Your team falsely advertised many things and each member of your team gave us different responses.
  
  Dispatch also told us that they didnt have a delivery date on file. 5 days later, we still do not have a response on where our items are and cannot get a hold of anyone from the team. 
  

  No clear communication, no status updates. You are a complete scam of a company. Our main issues are lack of clarity on what a customer should expect upon booking, lies about not contracting out your work, unresponsive when we have asked multiple times each day since the truck was loaded about the status of our items, lies from one team member saying they are working on our route versus another team member telling us that they dont know the status and that a requested delivery date wasnt on file, after our stuff was loaded, the only response we did get was that we should have requested an exclusive truck which was never an option provided to us. You have made this an uneasy experience and at this point we want an answer on where our stuff is and what the delivery window is. Its been 5 days and no one can tell us what to expect. 

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

  Customer response

  05/18/2024

  International Van Lines appears to rely on potentially fabricated and sponsored reviews, while the genuine customer experiences, as evidenced on platforms such as Yelp and Reddit, are not represented on their website.
  
  Additionally, the accreditations displayed on their website are misleading, and overall, the company fails to meet acceptable standards of service.

  It appears that the company may be retaliating by deliberately delaying the delivery of our items. We request that they promptly provide a definitive delivery date, make efforts to expedite the delivery, and consistently provides status updates in a manner befitting a professional organization.

  Business response

  05/20/2024

  This will be our 2nd and final response to this matter. Making unfounded statements like: the company may be retaliating by deliberately delaying the delivery of our items or the accreditations displayed on their website are misleading are defamatory and libel statements, and with no justification whatsoever.
  
  Along with this response we have included an email sent to the shipper from our home office *************** Mgr. who is advising the shipper that the delivery has an estimated arrival date between Wednesday May 22 and Friday May 24 which again is way well with the estimated timeframes of 2-21 business days after the shipper First Available Delivery Date (FADD) as described on the estimate the shipper acknowledged reading and agreeing to and even within the timeframe the relocation specialist had told the shipper as the shipper chose an FADD of 5/16. In addition to that, although unwarranted, our *************** Mgr.s. email to the shipper even offered a $200 discount off of the balance due at delivery.  Thank you.
  

  Customer response

  05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and closing this out.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  International van lines packed my household goods to ship to *******. Upon arrival, we are missing our computer. Yet they shipped the mouse and keyboard. Also missing is a large white dresser full of clothing. They state they have searches their warehouse yet can jot find the items. Additionally they state because I didnt purchase their 3rd party insurance they wont reimburse for the items. This is wrong in my view. It seems impossible that a company would ship items worldwide yet not have insurance? They seem to be delaying responses on this issue. That computer has a lot of personal and business related info in it we want it back.If can not have our items back the. Either a replacement or monitory value paid.

  Business response

  04/30/2024

  We are responding to this matter regarding an overseas shipment going from **. over to *******. As the shipper says in their statement, we shipped (all items) and upon arrival in *******, as per the *** (proof of delivery ) shipper signed as all items being received at destination, (which have included along with this response).  This is something that our GM of the International Division has been addressing with the shipper for quite some time now, so there is no delay in response it is just that the shipper does not agree with the responses.
  
  The reason we strongly recommend / offer 3rd ********************** to all shipper relocating overseas is that there are various entities involved in an overseas relocation service;  (Origin agent, Steamship Line, CFS {Container Freight Station},Port Terminal, Destination Agent, and if shipper signs *** (Proof of Delivery) upon delivery as all items received it makes quite difficult or impossible to determine where or when an item (s) went missing. Had the shipper purchased the 3rd ********************** offered, they would have still had a difficult time filing a claim due to the *** being signed and reflecting all items received.
  
  The shipper has a misunderstanding of the BBBs role as they do not get involved in international matters.
  
  However, In a good faith effort, we will ask our GM to check once  again with the Origin Agent as well as Destination Agent in search of the 2 items and if not located we will ask our GM to consider some type of compensation, not because we are obligated in anyway to do so, but only as goodwill gesture. Thank you.
  
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IVL packed and moved our staff from ******* on 2/21/2024, received in ********* on 2/27/2024. After receiving, noticed our night stand and baby crib were broken (into pieces), organizer and ************ were chipped, bed frame was bend! And missing a standing heater/fan and a bunch of kitchen cookware. After we started unpacking, it looks like a lot of boxes were half empty! We chose ******************************* because of its reputation, but this was a shock! A lot of boxes were half empty, and for some of the boxes that contained clothes or staffed toys, those are well wrapped with several layers of paper i brought this to the company, and they said this is normal and expected. They charged me 300 dollars for disassembled and assembled our bed, but with the frame that is bend already, they cannot put it back at all. It was a bad decision on our part to not be there to supervise while they did the packing. Also when they did the pickup, I told them they can park in the alley since we were in a small building and we are okay to have moving trucks park there, but they refused to do so and insisted to park on the street and charged me another $300 for long distance carrying.

  Business response

  04/01/2024

  We are responding to this matter forwarded to us by the BBB.The shipper filed a claim for some damaged items and the insurance processor closed the claim at the level of valuation chosen for by the shipper. As per the shippers chosen level of valuation, the claim total came to $349.80, but the associate that was assisting the shipper with their claim offered $400 which was above the warranted amount. The shipper did not accept that amount and instead decided to file a BBB complaint, mistakenly understanding the role of the BBB.
  
  In addition, the shipper is mis-interpreting that they were charged an additional $300 for disassembling and reassembling a bed, as well as an additional $300 for long distance carrying. The estimate includes disassembling and reassembling basic furniture, so there would be no additional charge for that service. And the shipper was not charged an additional $300 because our driver refused to park in an alley way. Rather, there was a $300 charge for some bulky items, which a Bulky Item fee ( if applicable)  is stated on the estimate, and the other $300 was a Long Carry (also described on the estimate), but it was for having to haul items up 4 flights of stairs in a building located in central *******.
  
  In closing, and in an effort of good faith, we alerted our home office to look into the additional charges for the Bully Items to see if there is anything we can assist with. Thank you.
  

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired IVL for a cross-country move from WA to **. When the crew indicated they were done packing, I went back through the home and had to ask for several items to be packed and was met with resistance. Of those items that were eventually packed were a shower curtain and a shower mat. I do not think it is reasonable that I had to fight to have these items packed. At the end of this experience, the same individual stood directly beside me while I completed the survey. I found this inappropriate and I was uncomfortable with giving honest feedback.Chief to my complaint, I provided IVL with 3 photos of the items that were not packed and were left behind. Since this was a cross country move and my family was flying out the following day I had no option but to dispose of all items.The photos showed a volume (2 SUV car loads) of canned food, dry pasta, dry rice, dry spices, soaps, toothpaste, a child's toy, 5 soft coolers and much more. There was $600 worth of unopended Kinderlyte (a product simular to Pedialyte) which was sealed and in the same boxes it was originally shipped in. The majority of the unpacked items, dry goods, nonperishable foods, personal toiletries, and toys were NOT on the prohibited list provided by IVL. In fact, some duplicates of the very same items were packed by their packing crew. The day before I left WA state I donated hundreds of dollars worth of unopened, unexpired, dry goods to the local food bank and threw away the remaining of my belongings, some which had sentimental value.I reached out to IVL seeking remedy and, after being told that all of my items were on the excluded items list (not true) that they would give me a a refund of $300 IF I signed a statement releasing them of all libability. They continued to hold their position that my items were prohibited even after I sent them pictures, a list of the items left behind, and a copy of their prohibited list which clearly did NOT list the items in my complaint.Job #*******

  Business response

  03/04/2024

  We are responding to this matter forwarded to us by the BBB.Along with this response we are including email correspondence between the shipper and our assigned Account Mgr. explaining to the shipper the reason why we are unable to transport certain items. In regard to the items on the Prohibited Items list in the first paragraph it states; International Van Lines values your household items and want to protect you as well as our teams.Not everything can be packed on the moving truck. In most cases International Van Lines cannot transport perishable items, including produce, plants, frozen or refrigerated foods and open or half-used food containers or dry foods in cardboard containers. Exceptions may be made if your move is less than 150 miles and items will be delivered within 24 - 48 hours of loading with no in-transit servicing. These exceptions are made at the agents discretion and require food to be properly packed. However, this transport went from Wash. State over to ** almost ***** miles.
  
  In addition, in the email communication we see that the assigned Account Mgr. offer the shipper $200 courtesy payment and on Feb. 1st,the shipper responded, I will accept the courtesy payment of $200 though it is a fraction of my losses.

  
  However, since the shipper accepted the $200 courtesy payment, but still showed displeasure, in an effort of good faith, our Account Mgr. increased that offer to $300, which will be our final offer. Thank you.
  
  
  
  
  

  
  

  Customer response

  03/04/2024

  The email provided by IVL is not the full communication between myself and the assigned Account Manager.  I have attached it here.  The Account Manager did offer $300 if I signed a Release and Confidentiality Statement (also attached).  I indicated I would sign for $1500, which I felt was more aligned to my losses, which would have totaled at least double that amount.  I received a refund from IVL today in the amount of $300 though I have not signed their Release document.  In their response to my BBB complaint they have continued to repeat the same statements I previously received, that my items were restricted or could not be packed due to the distance.  

  My complaint is that they were not transparent with me prior to the day of packing of what would be restricted beyond the restricted items list (attached).  It has not been explained why non-restricted items could not be packed (child's scooter, etc), nor has it been explained why some items could be packed, but duplicates of those same items could not be packed (example: some dry spices were packed and duplicates of those same, unopened spices were not).  This is illogical and what likely happened is that their packing ******* made a poor judgement call.  IVL needs to acknowledge this, offer a more reasonable reimbursement amount, and edit their restricted items list so that future customers do not experience this same hardship.

  Aside from the loss of my possessions, I spent hours throwing away/donating those items since I was flying out the following day.  I barely had time to accomplish this unexpected task and am lucky I was able to do so, or I would have suffered penalty from the apartment management from whom I was leasing.

  Customer response

  03/06/2024

   
  Complaint: 21379066
  
  I am rejecting this response because:

  The email provided by IVL is not the full communication between myself and the assigned Account Manager.  I have attached it here.  The Account Manager did offer $300 if I signed a Release and Confidentiality Statement (also attached).  I indicated I would sign for $1500, which I felt was more aligned to my losses, which would have totaled at least double that amount.  I received a refund from IVL today in the amount of $300 though I have not signed their Release document.  In their response to my BBB complaint they have continued to repeat the same statements I previously received, that my items were restricted or could not be packed due to the distance.  

  My complaint is that they were not transparent with me prior to the day of packing of what would be restricted beyond the restricted items list (attached).  It has not been explained why non-restricted items could not be packed (child's scooter, etc), nor has it been explained why some items could be packed, but duplicates of those same items could not be packed (example: some dry spices were packed and duplicates of those same, unopened spices were not).  This is illogical and what likely happened is that their packing ******* made a poor judgement call.  IVL needs to acknowledge this, offer a more reasonable reimbursement amount, and edit their restricted items list so that future customers do not experience this same hardship.

  Aside from the loss of my possessions, I spent hours throwing away/donating those items since I was flying out the following day.  I barely had time to accomplish this unexpected task and am lucky I was able to do so, or I would have suffered penalty from the apartment management from whom I was leasing.

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

  Business response

  03/06/2024

  This will be our second and final response. We are glad to hear that after our good faith effort and increasing the offer the shipper recieved that agreed to amount. There is nothng furhter we can asisst with. Thank you. 

  Customer response

  03/06/2024

   
  Complaint: 21379066
  
  I am rejecting this response because it does not address the concerns regarding lack of transparency in what items would be considered restricted nor does it acknowledge that items that are not on the restricted items list were left behind by the moving crew and the subsequent financial hardship that it caused.  The movers decided not to pack some of my belongings for no apparent reason and IVL only repeats that the items were restricted, though they were not on the restricted items list. I do not agree that $300 is a fair and reasonable remedy.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job #: ******* Delivery Date: 02/10/2024 Shipped from: ************************************************************** Shipped to: ************************************************************ Shipper/customer: *************************** / ****************** / ***************************** Shipper completed the move and we were instructed to contact the claims department regarding any belongings damaged during the move. We have tried multiple times to contact the claims department, but no one will answer. The claims department line goes directly to a voicemail, but they never call you back. I have contacted other departments in International Van Lines and given them my contact information, which the promise to forward to the claims department, but the claims department still does not return my calls.

  Business response

  03/01/2024

  We are responding to this matter forwarded to us by the BBB.We are sorry for the error as our home office Compliance Mgr. was under the impression that when she was handling the case, it was only regarding damage done to a green box belonging to the city, that was on the shippers property.
  
  Our *************** Mgr. was already in contact with **********, ** Public Works to get this repaired, but had failed to notice that the shipper also wanted to file a claim for some damaged items.
  
  Along with this response we have submitted a copy of an email our ***************. Mgr. sent to the shipper with an explanation and also the instructions on how to file a claim. We sincerely apologize for the oversight as well as the inconvenience caused. Thank you. 
  

  Customer response

  03/14/2024

   
  Complaint: 21365329
  
  I am rejecting this response because: my claim is not yet fully resolved. The company did reach out to me and I have started the claims process, which takes me to a third-party website. I submitted my information with a summary of the issues; upon completion if this step, it gives me a notification that someone will reach out to me within 7-10 business days. I want to keep this BBB complaint open until my claim for damages has been resolved and a check has been mailed to me for an agreed upon amount. 
  
  Sincerely,
  
  *****************************

  Business response

  03/15/2024

  This will be our 2nd and final response. As per the shippers comments, the shipper has submitted their claim to the insurance processor, and they will finalize the shippers claim as per the level of valuation chosen by the shipper.
  

  Neither IVL nor the BBB has any control over the rapidity of the claims process so there is nothing further we can assist with at this point.
  However, the shipper has a misunderstanding of the BBBs role, as neither do they. Thank you. 

  Customer response

  03/19/2024

   
  Complaint: 21365329
  
  I am rejecting this response because: To clarify statements made by IVL, my complaint was been registered on the third-party claims team site last week, though the details of my claim have not been submitted. I am still waiting for the third-party claims team to  reach out to me to request claim details. I am dissatisfied with this entire moving process, because when my wife booked the moved with IVL, she was told over the phone that IVL would be completing the move themselves not be acting as broker. However, IVL lied to us on the phone because they paid another company to perform the final move. The belongings were picked up by an IVL truck in **, sat in a warehouse in ***********, then shipped on an Allied moving truck to our house. We paid IVL thousands of dollars, which is the company name listed on all our receipts, so I will keep this claim with IVL open until I get my claims resolved. I will wait patiently for another week awaiting a response from the claims team. If IVL cannot rely on a third-party to process their claims, then I would recommend they change their business model and handle claims directly. 
  
  Respectfully,
  
  *****************************

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to dispute over charges in the amount of $7896.07 for our move ABOVE the binding estimate for job # ******* with INTERNATIONAL VAN LINES. The binding estimate for our move was $14,689.79. This was based on a virtual walk 6/13/2023 through of the home at **************************************************, with all possessions disclosed as well as square footage. There were no rooms or possessions that were not revealed to the agent (if in doubt please review the recorded call). This price was to become "binding to the volume and price per cf once you made your deposit." Our deposit of $5,537.00 was made on 7/7/2023 which per written documents, makes the contract binding. After loading, we were informed by the subcontractor Y and O Moving that an additional $8,343.28 will be added to the original total. The lead mover stated that the "binding price was incorrect due to an underestimate on the side of the relocation specialist." We clarified with him that we disclosed everything, but he stated that is was still our responsibility to pay in order to proceed with the move.PAYMENTS FOR MOVE?$5537.00 - Deposit Check made to International Van Lines (7/7/2023)$4171.00 - Check made to International Van Lines (8/3/2023)$4341.86 - Venmo to International Van Lines (8/2/2023)$8536.00 - Venmo to VNA Logistics (8/28/2023) - TOTAL PAYMENT TO IVL $22,585.86 ORIGINAL BINDING QUOTE $14,689.79 (** OVER CHARGE $7896.07 **We are disputing that the quote was to be binding based on our contract and the additional charge of $7896.07 was a breech of contract. Everything was disclosed in our virtual walk through which is evident when comparing the Binding Full Pack Quote and the Household Good Descriptive Inventory. The determination of 1411 cf of space needed was made by the International Van Lines moving specialist and not because of any deception or lack of disclosure on our part. The discrepancy in the move volume appeared to be in the number of boxes needed, which is made based on the experience of the moving expert. We were charged for an additional 836 cubic feet which is a 40% error. It is evident the International Van Lines was deceptive in their binding estimate in order to obtain contracts and they should be held financially responsible for breaching our written contract. Signed contract states:"This is a Binding Estimate: An agreement made in advance with your mover, which guarantees the total cost of the move based on 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. This estimate shall become binding to the volume and price per cf once you have made your deposit."We have contacted the company and gone through the claim process without satisfactory resolution.

  Business response

  02/28/2024

  We are responding to this matter forwarded to us by the BBB. Along with this response we are including an email thread ranging from Jan. 30 to Feb. 12, between our home office *************** Mgr. and the shipper. The shipper had concerns about the charges, so an Account Review was done. During the review the shipper said that some items were labeled differently on the estimate than on the packing list. For example, what the shipper described as a solo stove was listed on our packing list as a fireplace. In the email thread discussion, you can see that after all those were corrected the shipper still had other items that were not disclosed to us during the quoting stage. For instance, in additional boxes alone there were 70 add l boxes totaling 563 cubic feet in additional volume, aside from other items never disclosed to us during the quoting stage, and that list of additional items as well as the list of additional items boxes broken down by size can be viewed in the email thread sent to the shipper.
  
  In the Jan 30 email, our *************** Mgr. offered the shipper a concession of 100 cubic ft, but it was only offered as a good faith effort & courtesy as the Account Review showed all overage charges were justifiable.
  
  Lastly, it appears the shipper wanted to also make a claim for damages but have yet to do so, and instead opted to file a BBB complaint hoping that would change the facts in this matter. In closing,  once the shipper submits their claim,the 100 cf courtesy concession offered by our ***************. Mgr.  will be applied to the total claim settlement. Thank you.
  
  

  Customer response

  03/02/2024

   
  Complaint: 21343071
  
  I am rejecting this response because:

  The movers falsely claim that we added inventory.  We in fact did NOT add inventory.  I in detail went though the packing inventory and the only object that was not listed on the original packing list was a bike rack (which the bikes were hanging on at the time of the moving appraisal).  

  
  As International Van Lines customer service representative states, there was an additional 836 cubic feet of truck space used (original estimate was ***** cubic feet). The estimation of moving space to move our house was the responsibility of the moving company and we fully disclosed with a video walk though (at International Van Lines discretion) the rooms, square footage and all possessions. WE DID NOT DETERMINE THE ***** FEET AND IS NOT UP TO THE CUSTOMERS TO DETERMINE.  International Van Lines deceitfully made low false estimate of space and cost in order to get our business and then broke contract by requiring us to pay $8096.07 additional at the time of the move in order to proceed with the move.  Our original contract was for $14,689.79 while we in fact had to pay $22,785.86. Not to mention an additional $2,200 for a smaller transfer truck at the time of delivery.  

  
  Again, we did not break contract as we did not add anything additional from the binding contract (On the contrary we ended up not moving a ********** King ***** number bed, frame and box spring). This just shows International Van Lines uses false business practice and then tries to find any loophole claiming that it was on the part of the customer adding inventory.  We have been in contact with their customer service agent but true to form they deny responsibility and agreed to credit us $1000.    They breached our contract and should be held liable. 
  
  
  Sincerely,
  
  **************************************
  
  
  Attached is document listing the packing list object number next to the original binding quote to verify no inventory was excluded on the original packing binding quote. 

  Business response

  03/06/2024

  This will be our 2nd and final response. In our initial response we provided a breakdown of the account review that was conducted by both the Account Mgr., as well as our home office **************** Mgr.
  We find it puzzling that the shipper is unwilling to even mention the additional 70 boxes that were used and broken down by box size and description on the review, which was also submitted along with our initial response, and in which as per the agreed to estimate should have only been 113 boxes for a total of 510 cubic feet, but wound-up being 183 boxes for a total of 1073 cubic feet, and again, that is just in boxes alone.
  

  The shipper also mentions an additional $2,200 for a smaller transfer truck at the time of delivery, which is obviously the shuttle service needed at delivery since the 18-wheel tractor trailer did not have easy in-out access and is listed as an exclusion to the services if a shuttle become necessary upon delivery.
  

  In addition, even though the charges were found to be justified, more than once, our home office *************** Mgr. made a good faith effort in offering the shipper a courtesy concession refund on 100 cubic feet, but the shipper refused and instead chooses to file BBB complaints.
  

  In closing, the shipper must have a wrong understanding of the BBBs role, but there is nothing further we can assist with. If the shipper decides to accept the good faith offer made, they can contact our home office **************** Mgr., whom the shipper has been in contact with. Thank you
  
  

  
  

*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. ↩