ComplaintsforInternational Van Lines

• Initial Complaint

  09/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I chose International van line in August for my move from Minnesota to California based on its good review. However, that was a terrible decision for me and my family. I worked with **** and **** to get my quote and schedule my moving. The nightmare started when the movers (Household Goods Moving Experts) came to my house. They came in one day later than what's promised. The movers told me that my charge will be more than doubled because the original estimate volume was wrong (1000 ct fts vs 2000 ct fts) and I either pay the new quote (~$16000 vs the original quote of ~7000) ON THE DAY OF MOVING or they will not move. That was completely unacceptable and inappropriate as I provided a fairly accurate list of shipment to IVL. The nightmare didn't end there. I had several more issues for the unloading (can't provide details due to the character limit). This time, **** decided to stopping responding to my email despite another reminder email.

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/09/14) */ We are responding to this matter regarding interstate moving services going from MN. over to CA. The shipper is stating that the carrier that was assigned to the move told them that they will not move unless they pay the amount of the new quote, but actually if a shipper has more items resulting in additional packaging and volume, the shipper has a few options; they can ship only exactly what is listed on the Article List they provided to us during the estimate and agreed to on the Binding Moving Estimate so their cost can remain exactly as on the signed estimate, or they can agree to the carrier's onsite Revised Moving Estimate that shows the additional amount of volume (cubic feet), or they can tell the driver/foreman they no longer not to continue with the move and send the moving team away. Along with this response we have included a copy of the moving estimate that the shipper acknowledges reading and agreeing to prior to signing on 07/28/2021. There it shows that as per shipper's information provided to us, the shipment was estimated at 993 cubic feet which can easily be loaded into a 26ft box truck which has a capacity of 1,750 cubic feet, unless it has a peak which can increase the truck's capacity to 2,000 cubic feet. We have also included along with this response a copy of the carrier's Interstate Bill of Lading that shows the carrier picked up items with a total volume of 2,000 cubic feet, and the shipper agreed to it when they signed the carrier's Interstate Bill of Lading on 08/01/2021. Since this is a matter ***** in our Compliance Dept has already attempted addressing with the shipper before a BBB complaint was made, the shipper sent Julie an email on August 28, 2021 @ 12:48 am, in which the shipper says: "I had agreed to the new charge before anyone started to move my stuff to the truck. In the end, I believe my stuff was 1,700 cu ft of space (2-26' trucks with my stuff filled about half for each truck)". Here the shipper is acknowledging that 2 trucks were needed and if they were not fully loaded, that makes sense since 2 fully loaded 26ft box trucks would be a total volume of about 3,500 cubic feet, or 4,000 cubic feet if they had peaks. Shipper is also conceding that they had overages above and beyond the 993 cubic foot estimate they acknowledged reading and agreeing to prior to signing. Since we were not the carrier, we can only intervene in a good faith effort and as per the shipper's request we will ask carrier if they would be willing to offer the shipper a concession, since the shipper says they think they only had 1,700 cubic feet and not the $2,000 cubic feet the shipper agreed to with the carrier. Thank you. Consumer Response /* (3000, 7, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can't accept IVL's responses for the following reasons: - IVL stated that I should have the option to choose to move only the items included in the original binding estimate. I was NOT given that option. I was only given a lump-sump charge for 2000 ct fts and I either accepted the new charge or the movers were leaving. I asked the owner of the shipping company why such a dramatic increase in the charge. He didn't care about what items were included in the original estimate. All he said was that my items needed 2000 ct ft of cargo space and I needed to pay for that BEFORE the movers started to load. At that point, I still had no idea how much space I would need for my stuff. In the end, I had to accept the new charge not because I agreed but because I had no other options. - In the original IVL estimate, I DIDN't enter how many cu fts needed for my stuff. I only entered the counts of my stuff, e.g. boxes, plastic bins, bed frames, etc. It was IVL's tool that calculated the estimated space to be 993 cu ft. As a consumer, I have no knowledge/expertise to tell if 993 ct fts were sufficient or not. The estimate given by IVL was misleading. I thought I was paying for the items I shipped but the movers only cared about the cargo space. I was willing to pay for additional items I wanted to ship but the movers didn't care about the items. It turned out my stuff took 1700 cu fts. I can accept differences in the charge if it was because my list of items was wrong but I believe the significant differences in cargo space was due to the under-estimation from IVL's tool. It is IVL's responsibility to correct its mistakes. See next bullet for the proof. - I complained about the charge difference to IVL and asked for the justifications. ****, my account manager, told me that someone would look into my case. Instead of investigating the differences between the original estimate and the shipped items, ***** from IVL kept saying the reason for the additional charge and space was justified simply because I had 20 more items than the original estimate (130 vs. 150). However, that's completely wrong! I did a more detailed comparison between the items I included in the original estimate and the items that were finally shipped. 5 additional boxes were packed by movers because I paid an additional $240 for monitors,tv and glass table top. 8 additional items were because the movers disassembled bed frames, dining tables and counted them into more items. That left less than 10 items of difference. I don't believe these additional items would justify the additional $8000 charges and 1000 cu fts space differences. - I also sent emails to **** complaining about missing items, surprising stair charge and damages on furniture during delivery right after my shipment was delivered. Unfortunately, **** never replied to my email though she was very promptly replying to my emails before delivery. I am including some pictures to show the damages. Additionally, the tv and glass table top that I paid additional fee to ship were either broken or missing. Business Response /* (4000, 9, 2021/09/16) */ The shipper states that she was "not given the option to move only the items included on the estimate" but with all due respect the signed estimate is exactly that option. In other words what is on the agreed upon estimate's Article List the shipper provided to us, should be the only items ready for trucker at pick up. Evidently when the shipper states in an email which we will include along with this response that there were 2 -26ft trucks halfway full and I think I only had 1700 cubic feet, that is very telling, since the estimate was for 993 cubic feet of space, and again one 26 ft box truck has a capacity for 1750 cf when fully loaded and if the trucks had peaks 2000 cf. In the shipper'* mail they state each truck was only half full "I believe my stuff used- 1700 cf of space", thereby conceding that the volume was higher than estimated. Since we were not present, nor do we have pictures from the shipper of the density of the truck, or if the trucks had peaks, we cannot confirm if they were half full or not. The quoting program used is industry wide and the volume of various household goods items are already pre-programed in the system, so it is pretty accurate. But taking the shipper at their word only, again in an effort of good faith we have reached out to the carrier to request if they would be amenable to give the shipper a concession on the overage charges, and in regard to the damage in transit, we will advise the carrier to send shipper they claim instructions as well. That is all we can do, as the BBB cannot force our company to refund monies we did not collect. We await the carrier's response and will advise the shipper accordingly. Thank you Consumer Response /* (4200, 11, 2021/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Forgive me for repeating myself. I was NOT given the option to ship what was included in the original estimate. The movers will NOT move the items included in the estimate. I either had to agree to the new charge or nothing would be moved. I tried to get in contact with IVL right after I heard that. It was Sunday afternoon and nobody was answering the call. I had to leave a message and nobody contacted me thereafter. IVL kept emphasizing that I shipped 1700 cu fts of stuff so I was responsible for the charge. The truth was that I only provided a list of items I wanted to ship (to the best accuracy I can possibly do) and there was no way for me to know if these items required 1000 cu fts or 2000 cu fts. I was ok to pay for the true cost if I was made aware of the situation before. IVL provided a very competitive quote to gain my business but now push all blames to me and the shipping company. That's not a sustainable way of doing business. As I showed in the last response, my list of items was roughly accurate. The marginal differences between what's included in the estimate and what's finally shipped didn't justify the additional $8000 charge. The only logical explanation was that IVL didn't provide an accurate estimate of the items I entered and refused to do its job of identifying the root cause of this huge difference in the shipping charge. Finally, IVL, intentionally or not, ignored my request for reimbursement for missing box/items, surprising stair charge and damages on furniture. I know BBB has no power to force IVL to act responsibly but I want to keep this on record so people like me would know how IVL treats its customers. Business Response /* (4000, 13, 2021/09/21) */ The shipper states in their rebuttal that "IVL kept emphasizing I shipped 1700 cu ft". That is an inaccurate statement, as we were only referring to and highlighting an email from the shipper stating "I believe my stuff used-1700 cu ft of space...." shipper's words not ours. We actually included the shipper's email where making that statement along with our previous 2 responses, and for a 3rd time have included again with this response. Regardless, although we cannot make any promises, we have spoken to the carrier who was present and privy to what took place on the day of the move and the loads on his trucks, and he has agreed to speak with shipper to see if they can work on a resolution for the shipper. Thank you Consumer Response /* (4200, 15, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes. I shipped roughly 1700 cu fts of stuff. Yes. The shipped volume was much higher than the estimate. This dispute is NOT about the above statements. The dispute is about WHY there was such a huge difference. The shipping charge was calculated based on the shipped volume, not based on the list of items. As I mentioned repeatedly in my previous responses, I provided an accurate estimate of items I want to ship. It was IVL who estimated the shipping volume based on my list. However, this estimated volume turned out to be very different from what's finally being picked up. WHY? I have shown that my list was fairly accurate based on the comparison between the item list on the estimate and the item list on the final bill of lading. The only logical explanation was that IVL didn't provide an accurate estimate of shipping volume. Therefore, I believe IVL should be responsible for the additional charge. IVL - Please respond with proof if you believe the logic was wrong. Lastly, IVL, again, ignored my request for reimbursement for missing box/items, surprising stair charge and damages on furniture as shown in the pictures I included in the previous response. Neither IVL nor the shipping company contacted me so far for this case. Business Response /* (4000, 17, 2021/09/22) */ This shipper is using the BBB as if it were an email with daily rebuttals when all we're doing is waiting for the carrier to contact us (closed for Jewish holidays) to see if he is willing to offer some concession to the shipper. The shipper is saying yes, she has more volume, and correct in that that an estimate is based on volume not a list of items, but if the volume of each piece is not properly captured during the quoting stage the volume can increase. For example, if a shipper tells us I have a sofa, but doesn't disclose it is a sectional that volume will cause an increase, or I have a Queen bed, but it turns out to be a King size bed that will change the volume, etc. Since we did not handle the move, we have absolutely no idea of the size of the items shipper transported, but evidently the shipper concedes she had at least 1,700 cf. which is way more than the agreed to 993 cf to be moved. Regardless, we are trying to assist the shipper by contacting the carrier, but we cannot continue taking the time to respond to daily rebuttals of the same nature as we don't have an answer yet. Thank you Consumer Response /* (3000, 26, 2021/10/08) */ I cannot accept the response from IVL. I received a phone call from the shipping company two weeks ago. I explained what happened to me during the shipping process. After that, nobody called despite multiple phone calls and text messages until today. I received a phone call from Mike who is the owner of the shipping company. After repeating the situation, he insisted that I agreed to the new charge. The truth was that I talked to him on the day of moving and told me that I can only accept the new charge if someone can explain why the charge differences. At the end of day, I had no choice but accepted the new charge NOT becuase I accepted it BUT because I can't find another shipping company to move all my stuff before my flight. The shipping company took advantage of my situation. As IVL stated in its responses, he/she finally admitted that even with an accurate list of items I may still be charged much more than what's quoted in the estiamte and they "have absolutely no idea of the size of the items". If they, as experts in moving, have no idea, how can a normal consumer as me to have idea of the estimate is accurate? As I said repeatly before, I provide the best estiamte of the item list I could (based on the online tool IVL provided). The big differences in shipping volume and charge should be resolved between IVL and the shipping company. Finally, the truck used for my shippment was a 26' truck from budget and the budget website clearly stated that the volume for the truck is 1698 ct ft instead of 2000 ct ft (as stated by Mike), which was also the reason why I believe I used 1700 ct ft of space. https://www.budgettruck.com/moving-trucks-accessories/truckdetails26foot Business Response /* (4000, 29, 2021/10/08) */ This complaint has been closed and now re-opened. The shipper now states they checked Budget's website for truck dimensions and the 26' box truck can only hold 1,698 cubic feet but failed to mention there were 2 trucks as shipper stated at first. IVL has responded to this matter more times than usual, and since the shipper has admitted she thinks she only had 1,700 cubic feet which is way above our 993 cubic foot estimate, in an attempt at good faith, we requested the carrier contact the shipper, and as per the shipper's new statement, the carrier did so. In regards to the conversation between the shipper and carrier, we were not privy to that so we cannot make comments, except to say that we know that 2 trucks are not needed to transport 993 cubic feet. It make some sense that if 2 trucks would have a total capacity of 3,396 cubic feet as per the shipper's information, 2 less full trucks can amount to 2,000 cubic feet. It is important to us to get accurate information from shipper's since it doesn't benefit IVL in any way to have less volume in regards to the deposit taken at inception. We do see that the deposit the shipper issued to IVL was already deducted from the carrier's total transportation/ moving charges as seen on the carrier's Interstate Bill of Lading. Neither can we further assist or force the carrier to do anything that was agreed to between the carrier and the shipper without IVL being present at pick up months ago, and since the shipper filed their complaint against IVL (and we have been quite responsive), rather than the carrier, neither can the BBB compel the carrier to do anything. IVL has made many attempts in good faith to assist the shipper but unfortunately there is nothing further we can assist with. Thank you Consumer Response /* (4200, 31, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided the volume of the truck as the basis of my logic. Each truck is 1698 ct fts and I used a half of each truck so my total volume is (1698+1698)/2 = 1698 cu ft. Without this budget truck as a reference, as an average consumer, I have no way to tell how much space I used. However, the key question that IVL failed to answer is WHY there was a huge difference between the initial estimate and final shipment? WHO was at fault? I believe it's IVL's fault and IVL should be responsible for the difference. I am summarizing the timeline and my reasoning again below: - I contacted IVL on Jun 15 for a quote of my shipment. - I received a text from IVL requesting recorded videos for my items on Jun 17. - IVL staff reviewed my videos and generated a list of items (and the estimated volume) - I reviewed the item list, made some changes, and confirmed it with IVL. IVL generated an estimate on Jun 22. - Based on my packing progress, I contacted IVL to update my shipping list one week before the shipping date to reflect the most up-to-date information. A new estimate was generated on July 28. - I contacted IVL on and after the shipping day complaining about the difference in charge. - I compared the item list between the initial estimate and the bill of lading and showed that the initial item list was reasonably accurate. IVL has been very responsive in this BBB case but failed to perform its job. I followed IVL's request to provide videos for a virtual survey. IVL generated a list of items based on the videos I provided. IVL knew the sizes of the items I wanted to ship. I also tried my very best to provide the most accurate list of items but it turned out the shipping volume (not the item list) was dramatically different. It proved that it was IVL's fault to provide an underestimate of the shipping volume. That's what I am complaining about IVL. IVL also stated that I had the option to ship only the items included in the initial estimate. Unfortunately, I was never given the option. The shipping company didn't agree with the estimate in terms of volume. I either accepted the new charge or nothing would be shipped. I had to accept the new charge because it's impossible to find another company to ship my items within a couple days. Everything started with IVL's wrong estimate of shipping volume and that's why I filed the complaint against IVL and why I think IVL should be responsible for the charge difference.

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted International Van Lines to conduct a cross-country move from NY to CA on May 21, 2021. The total cost for the move was $14,401.97; order XXXXXXX. The company took a deposit upon booking. Once the move was scheduled, the representatives were nearly impossible to reach in order to communicate with the move - and remained unresponsive throughout the process. On July 21, 2021, the day of the pick-up, the company sub-contracted the moving job to another company called Velocity, order LXXXXXX without my prior notification or authorization. Velocity arrived late, staff were unprofessional, unprepared and disrespectful. Velocity further sub-contracted to another company called Sage to handle the delivery on August 21, 2021, who again were unprofessional, disrespectful and unprepared without any tools to assemble furniture as per the contract terms. Velocity and Sage misled me about late mile delivery to charge me an additional $1,425.45. Many goods were damaged or broken.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/02) */ We are responding to this matter just forwarded to us by the BBB regarding interstate moving services and we have included along with this response a copy of an email to the shipper sent from our Compliance Dept Mgr. just minutes before we received this matter from the BBB. The shipper was requesting a full refund or will file a complaint with the BBB. The email addresses the entire matter and a refund was denied but was sent the claim information link for the carrier to begin his claim process. As stated on the signed and agreed upon the estimate (included along with this response), it states; (highlighted on page 6) should we become delayed or unable to service a move, we will assign an FMCSA approved carrier. We cannot predict delays. Had we not had a driver, or a carrier in our place we would have had no choice but to cancel your services the day before your move. We are sincerely sorry if the communication with IVL was less than our normal standards and can only remind everyone, just like every other business, our organization went through 2 waves of covid, leaving the office with less than 70% of our staff during your services. We could not predict this, nor prepare for a massive staff shortage in our office. A lack of communication is never intentional and both offices ( IVL & carrier) did the best they could to keep every customer as updated as possible. As our Compliance Dept Mgr. stated to the shipper in her email when addressing the shipper's threat of filling a BBB complaint if we didn't give him the money he was demanding, she says: "I must advise you by telling us to pay you this, or else, is a form of written extortion". As well as sending shipper the carrier's link for processing of his claim. "You may file your claim for the damages, if you do not have third party insurance or a policy with your homeowners/renters insurance, then your relocation services are covered under basic liability for $0.60 per pound per item. I am truly sorry to hear about the damages to your shipment. Please go to http://www.mymoveclaim.com/ to start your claim process.". Once the shipper completes his claim process, the carrier will process the claim at the Level of Valuation that the shipper chose on the carrier's Interstate Bill of Lading as per DOT regulations. Thank you Consumer Response /* (3000, 7, 2021/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from this company, as well as their supporting documentation, is false and misleading, further exemplifying their poor business practices and unprofessionalism. The company that I hired to complete the move, International Van Lines, has deferred much of the blame to their sub-contractor, for the poor and unprofessional performance and neglect of services. Their subcontactor has not responded for comment. I hired International Van Lines and they refuse to take responsibility, other than to point to a specific clause hidden in extensive legal terms, that allows them to "broker" their services. They are the company I hired, and they are refusing to acknowledge their responsibilities. Any contractor they hire is under their control and scope of responsibility. They have deferred all responsibility as it relates to services rendered to their subcontractor. I did not hire the subcontractor. I hired International Van Lines. The response from the Compliance Manager, dated 9/2/21, as per the referenced email documentation, is concerning because she has falsely accused my communication as extortion. To suggest that I am doing something illegal is terrible and cannot be acceptable to write to a customer. If the BBB, or the company, properly reads the language I wrote in my communication it will read: "I will be submitting claims and actions with the BBB and any other required actions to get restitution for these business practices." In no way have I insinuated or suggested an "or else" proposition for these matters. In no other part of my communication have I written or insinuated an "or else" proposition. I simply informed the company of my steps for restitution. The Compliance Manager has put words into my mouth, and has wrongly accused me of illegal activity, which my communication clearly does not include. Finally, the response from the Compliance Manager is false and misleading. As she states in her email documentation dated 9/2/21, she writes "The day prior to your move the assigned IVL driver assigned came back with a positive covid test, the moment dispatch advised us of a new assigned carrier in your place, ******* emailed you the pick up details, with the carriers information." This is false information. Per the attachment, I was emailed the Certificate of Insurance, dated 7/19/21, two days prior to the move date of 7/21/21. Per the Certificate of Insurance it identifies their sub-contractor, Velocity Moving & Storage, which evidences that the company knew prior to "the day prior" which the Compliance Manager wrote in the referenced documentation, and their claim that they switched at the last minute is simply false. The company's refusal to take responsibility for hired services, to defer to other companies that they hire, to falsely and wrongly accuse a customer of illegal activity and to falsify information is further evidence of this company's extremely poor business practices. No customer should have to endure this. Business Response /* (4000, 9, 2021/09/07) */ Since IVL is both an FMCSA Authorized Carrier and Broker, in regards to this matter as the acting Broker, IVL is not refusing to take responsibility for anything a Broker is responsible for. Per the FMCSA 371.2 (a) Broker means a person who, for compensation, arranges, or offers to arrange, the transportation of property by an authorized motor carrier. Motor carriers, or persons who are employees or bona fide agents of carriers, are not brokers within the meaning of this section when they arrange or offer to arrange the transportation of shipments which they are authorized to transport and which they have accepted and legally bound themselves to transport. (b) Bona fide agents are persons who are part of the normal organization of a motor carrier and perform duties under the carrier's directions pursuant to a preexisting agreement which provides for a continuing relationship, precluding the exercise of discretion on the part of the agent in allocating traffic between the carrier and others. (c) Brokerage or brokerage service is the arranging of transportation or the physical movement of a motor vehicle or of property. It can be performed on behalf of a motor carrier, consignor, or consignee. (d) Non-brokerage service is all other service performed by a broker on behalf of a motor carrier, consignor, or consignee. The customer advised staff members on multiple calls that he demands to be refunded the whole amount of his move or he will file a BBB complaint, as well as contact other entities. He has been advised in writing that giving us an "Or Else" ultimatum is a form of extortion, and not at all the way the policies and procedures work. The shipper clearly did not read his estimate or the services attached to his estimate. The Sept 2 email response to the shipper (that we have included in this response) has the carrier in-copy and we have asked the carrier to respond to us on everything we have highlighted in RED, The carriers office is closed until Thursday 09/09/21 for the Jewish New Year Holiday, and when they reopen they will respond as well to the shipper's concerns that we forwarded to them. With all due respect to the shipper, we are a large company with several departments and working parts. Dispatch Dept. did not notify the Account Manager / ******* until 07/20/21 of the carrier change. When a shipper's Building Mgr., or Complex Mgr. makes a request for Certificate of Insurance (COI) for the protection of the building or complex' property our Dispatch Dept has to contact either our insurer or the carrier to make a COI request that ensures all the Building or Complex requirements are met including adding them as an Additional Insured. When the Dispatch Dept determined that IVL could not service this move, they contacted Velocity Moving and Storage and after confirming they can service this move, our Dispatch Dept requested they send this shipper's Building Mgr's COI requirements to their insurer, and on 7/19 when our Dispatch Mgr. received the COI from Velocity's insurer he sent it to the shipper on same day (7/19) as shipper states in his comments. When shipper's Building Mgr. or shipper did not reject the COI or request additional amendments, and our Dispatch Dept determined to move forward with assigning Velocity the following day (7/20) that is when Dispatch Dept. advised our Account Mgr. and when ******* notified the shipper. Since the Dispatch Dept is responsible for scheduling and logistics, the Account Mgr. can only inform shippers as soon as they are made aware of whom the assigned carrier will be. So, this was not false or misleading, as shipper is attempting to allege, and a better word to use would be "miscommunication" since most shippers are not interested in all the nuances of transportation. We are not denying that. Finally, the shipper was sent Velocity's claim information last week, and once the shipper goes through Velocity's claim process Velocity will address accordingly. Thank you Consumer Response /* (4200, 11, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stand by all previous written complaints and evidence produced to the BBB. I did not hire International Van Lines for the purposes of acting as a Broker, never was I advised by International Van Lines leading up to the move-date that they would act as a Broker, and as evidenced by documentation and written communication by International Van Lines, the company knew prior to "the day prior" as written by the company's Compliance Manager that they would be acting in a Broker capacity. The day of the move on 7/21, ******* Bell the account manager even said to me that International Van Lines doesn't actually do moves in New York City. This was a complete surprise to me, on the day of the move! International Van Lines outsourced the services I hired to a very low quality, poorly professional firm, which was late, provided false information, damaged furniture items, were unprepared for the job. As a consumer I was not given any sufficient notification. International Van Lines is responsible for the services I hired them for, and if they say they "brokered" the job to a "trusted carrier" then this is disturbing, because their trusted carrier was awful and International Van Lines is responsible for that. This company is misleading customers verbally and pointing to legal sections to cover themselves. Completely unethical. As the documentation suggests, and evidenced by the COI produced, the company knew prior to the "day prior" given that the date of the COI produced with another company's name included, was given two day's prior. The company's response to me, as a customer, is unacceptable. They have provided convoluted operational details to deflect and distract from the true nature and facts. As stated in the company's words, "when the Dispatch Dept determined that IVL could not service this move, they contacted Velocity Moving and Storage and after confirming they can service this move, our Dispatch Dept requested they send this shipper's Building Mgr's COI requirements to their insurer, and on 7/19 when our Dispatch Mgr. received the COI from Velocity's insurer he sent it to the shipper..." This has evidenced that the company knew prior to "the day prior" which directly contradicts the written statement by the Compliance Manager given to the BBB. This false information provided by the Compliance Manager further demonstrates the nature of the company misleading customers; as they misled me to their acting capacity for their hired services. Furthermore, the company continues to wrongly accuse me as a customer of extortion which is extremely inappropriate and unprofessional. As stated and written to the BBB by the company: "The customer advised staff members on multiple calls that he demands to be refunded the whole amount of his move or he will file a BBB complaint, as well as contact other entities..." On no occasion did this ever happen. This is completely false and made-up. On no occasion have I made these demands. I have not spoken to a single employee, representative or agent from the company regarding any aspect of my compliant. There are zero phone records to evidence "multiple calls". This is completely fabricated information. These accusations are completely made-up. There is nothing in writing - as per my earlier comments - to suggest extortion. Now, the company is completely making things up. They are adding language to my written communication that the BBB has records of, and now they are fabricating and making up phone calls that I've never had! I urge the BBB to further investigate this company. Notwithstanding my original complaints, which all still hold valid and true, this company has now tried to further deflect responsibilities and falsify and fabricate information. This cannot be allowed to happen to customers. This is wrong and consumers needs to be warned about the ugly practices this company is engaging in. Business Response /* (4000, 13, 2021/09/15) */ The carrier ********* ****** & ******** is still waiting to process the shipper's claim as per their claim instructions that were forwarded to the shipper in our initial response. there is nothing further we can assist with. Thank you

• Initial Complaint

  08/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked a move via IVL on June 25 with a quote of $7,186.25. Paid $2,156.15 to IVL. On July 23 IVL told me they assigned their vetted mover Move On Moving for my move, I sent email right away after seeing the reviews since no one answered my call at IVL that the movers are no good, but there was no response from IVL until Monday after the move. I have photos, videos and email communication of entire move as a proof. I could not back away because I would lose my deposit. The move went bad as reviews reflected and to this day I have not received my stuff or received an ETA. IVL has also failed to obtain an ETA from Move On Moving. The IVL commitment was delivery within 2 to 21 working days of the request date, and it has been more than that and still counting. Since IVL did not do one thing they were supposed to do to assign a vetted carrier, they did not do their job, and I want to request a full refund of above payment from IVL, i.e. $2,156.15. Contract # MXXXXXXX

  Business response

  09/21/2021

  Business Response /* (1000, 5, 2021/09/01) */ We are responding to this matter forwarded to us by the BBB regarding interstate moving services. This move was assigned to the carrier that services that region of the country but is running later than the 21 business days past the shipper's FADD (First Available Delivery Date) as per our moving estimate. Our Head Dispatch Mgr. then intervened and has been in contact with both the carrier and the shipper. In the most recent conversation with the shipper, shipper has advised us that in his communication with the carrier they have advised that they ordered a container scheduled to be loaded 9/2 and then destined to Texas After speaking with shipper our Dispatch Mgr. again contacted the carrier to confirm and they said affirmative. Dispatch Mgr. than called shipper back and said let's wait until tomorrow to confirm container arrived and has been loaded. If we have confirmation of loading by tomorrow afternoon, we can give the shipper a more specific delivery window to shipper's destination address which will be an ETA of either 9/5 or 9/6. In addition, when a carrier goes past 21 business days past the shipper's FADD, the carrier is obligated to pay the shipper a per diem for each of those late days as per their (carrier's) tariff. We will also ensure that the carrier complies with this DOT regulation. We are sincerely sorry for the delay but our Dispatch Mgr. has made many good faith efforts to keep the shipper informed as well as intervening with the assigned carrier....Thank you Consumer Response /* (3000, 7, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive a call from the IVL dispatch manager yesterday and I informed him that the carrier told me that their dispatch is working on a possible container, but the carrier did not give me any ETA yet. Prior to yesterday as well, there was no new info provided to me by IVL or any ETA given through the week besides what I was telling them. Infact I was told by IVL that carrier is telling them exactly what they are telling me, I have entire SMS conversation chain if need to provide evidence of that, so let's not go there. It still does not change the fact that IVL had left me out to dry, as the dispatch manager only intervened when I sent an email to their president as I did not want to take BBB route and have IVL resolve it. Still I do not know in the entire process what was the value added by IVL in this move besides getting me a carrier that had a ton of complaints already that I would not have picked up myself. Let's see if I am given an ETA tomorrow afternoon for a delivery as mentioned above by IVL. I have been living without my stuff for last 36 days and dealing with work, and kids' school in pandemic. I will accept the response when this move is concluded. Business Response /* (4000, 9, 2021/09/07) */ We are glad to hear that the shipper's delivery was completed today (9/7). Once the carrier returns back to office on Thursday from the Rosh Hashanah holiday, we will request for them to send shipper their claim instructions in the event the shipper's items experienced damage/loss during transit. Thank you Consumer Response /* (4200, 11, 2021/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) My stuff was delivered on 09/07 by IVL. I want to add a compliment where it is due that the delivery team and their lead was very good and very professional. That is what I expected from IVL when I hired them to handle my move. There were some broken items and damages that were noted already that day and I will file a claim this weekend. I am greatful to have received my stuff after 40 days, but that does not change the fact the IVL did not do what they were hired to do, and that is to either handle my move themselves or hire a 3rd party that they trust. Sadly the 3rd party IVL hired already had bad reviews, and I highlighted that to IVL right away in email claiming that I would not have hired Move On Moving if I had done my own vetting, but had no choice but to roll with it hoping things will turn out good as I would've lost my deposit otherwise not to mention none of the 2 IVL reps were available either on phone or via email. I am still rejecting to accept this complain until the compensation part is fairly handled. It was a binding estimate pending change in inventory that did not happen, and I feel I was con'ed by Move On Moving, the IVL preferred carrier... 1. I feel the initial deposit that I gave to IVL of $2,156.15 should be refunded, as that is the finders fee for finding the Move On Moving carrier as preffered carrier that I would not have picked up myself. If I had picked a mover myself, I would've saved myself and my family all the hardship we encountered, not to mention the frustration of dealing with both IVL and Move On reps... 2. Get 9 days falling outside of delivery window compensation back that Move On is claiming is 30 days while I have proof from IVL that it was 2 to 21 business days as communicated to me. 3. Move On Moving unjustly charged me 320cu ft for overage ($2,159.85) claiming that I added extra stuff, which I did not and proved to their pickup guy that IVL estimate was either on the money or below, see a few cases below. Also my inventory did not change, and IVL delivery person should be able to vouch for that. IVL had refrigerator at 60cu ft, and measured was 46cu ft IVL had sofa at 50cu ft, and measured was 51 cu ft IVL had chair at 5cu ft, and measured was 5 cu ft One of the two reps at IVL had said she will initiate an audit of that as well, I did not hear after that. Above three things have to be handle before I can accept this complaint as closed. Business Response /* (4000, 13, 2021/09/11) */ Since every carrier has their own set of rules that they must report on their tariff to the DOT, and this carrier's delivery deadline after FADD (First Available Delivery Date) is 30 Business Days, the shipper is aware IVL intervened to shorten those days, and we are happy to hear that shipper was delivered on 09/07 and that the shipper compliments the professionalism of our moving team that intervened. On the carrier's Intestate Bill of Lading, the shipper was picked up from origin residence on 7/24 and shipper chose 7/26 as an FADD, (which of course is physically impossible from CA. to TX.), but delivery was made 30 Business Days (not including Labor Day) after shipper's chosen FADD. As per the carrier's delivery deadline after FADD, shipment was delivered within their timeframe, but as per our estimate the shipper is correct about the 9 days per diem owed to him by the carrier as per whatever amount they have published on their tariff. Although ours is an estimate and an Interstate Bill of Lading which is the contract that supersedes an estimate, we however in a good faith effort will pressure the carrier to pay the 9 days per diem as the shipper is requesting. Regarding the $2156.15 deposit that the shipper issued to our company at inception and describing as a "finder's fee", we requested a copy of the carrier's Interstate Bill of Lading, that we have included along with this response, (and shipper also has a copy) which we have highlighted to show that the same $2,156.15 (the shipper is requested to be refunded) was already deducted from the carrier's total charges. We are sincerely sorry for any inconvenience that shipper has experienced, and although the shipper keeps saying in his rebuttal' : he does not accept our response, it is evident that in good faith efforts, the only thing we've offered is, we have remained in constant intervention with the shipper and carrier. However, the shipper has our Dispatch Mgr.'s direct cell # and instead of contacting him directly continues to post on BBB, as if the BBB can compel the carrier or our company to do anything outside of their purview. Very kindly we want to say, this is our 3rd and final response to this matter, but shipper is very welcome to contact Sean / our Dispatch Mgr. with any other concerns he may have.........Thank you Consumer Response /* (4200, 15, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let me get one thing out of the way first, you said I have dispatch manager's direct number and I should avoid going through BBB route and talk to him directly. That is exactly what I wanted to do earlier, and after an entire week of hearing from him that he is trying to contact the carrier and will do so each day and get back to me by end of that day, all of which never happened. I would still reach out to him and he would repeat the same line that he can't reach out to the carrier that his company hired to do my job. So I felt it was useless to do that. I had been getting more up to date responses from carrier than him. Let me go through your "final" response again, so it is clear to your future customers... 1. Payments: IVL quote to me was Cost of move: $7,437.75 Down Payment: $2,156.15 < I Paid. This was never refunded/deducted/adjusted To be Paid at Pickup: $2,640.80 To be Paid at Delivery: $2,640.80 What actually happened at the time of pickup/delivery was volume increase by Carrier by 320cu ft that I mentioned in prior replies which increased the Cost of move. So I paid at Pickup: $3703.93 And at delivery: $3703.93 You are saying "...which we have highlighted to show that the same $2,156.15 (the shipper is requested to be refunded) was already deducted from the carrier's total charges..." what do you imply here? I paid that money as stated above in three payments of $2,156.15, $3,703.93, and $3,703.93. 2. Delivery Time: About the other point. I hired IVL and IVL told me 21 days, I have proof from IVL in email. If it is 30 days for carrier, that should be between IVL and carrier to close. I am happy that you agree this should be refunded, but not as a good faith but based on actual contract between myself and IVL, unless IVL's 21 days guarantee means nothing, which was not clear at the time of hiring IVL. 3. Overage: You did not even talk about the 320cu ft extra that Move On charged me as stated in #1 above with no basis accept word of mouth by the pickup guy, and your rep told me will initiate an audit, what happened to that audit, I would like a copy of that. I have shown below on random stuff that IVL quote was inline or pessimistic. I can still compare random stuff that was delivered and relate more to what was estimated by IVL than what Move On charged me :-( Unless you honestly want to address above claims, I would rather have this complaint stay open forever and not get a single dime from you, but I told your dispatch manager I will not stop at BBB alone unless a fair adjustment is made here. Business Response /* (4000, 17, 2021/09/15) */ In our last response we said that we will request the carrier to pay the shipper the 9 days per diem for the late days past the 21 business days after the shipper's FADD just as the shipper requested, and the carrier agreed to. We have included in this response a copy of the carrier's email to the shipper along with this response. Thank you Consumer Response /* (4200, 19, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thankyou and I have been approached by the Move On regarding that. I had listed 3 points in this complaint. Due to IVL taking charge of this move, I am ok to withdraw my request for #1 and #2 (as it is being addressed, thanks to IVL again for intervention), and that is fair. I strongly feel about #3 where Move On unfairly charged 320cu ft extra even though my list of items had actually decreased as I mentioned in my prior responses. IVL rep had told me they would initiate an audit and it would take 7-10 days, but I never heard anything w.r.t. this. All the items I had measured myself were either same or lower than IVL estimate, and I can still measure and come out on IVL estimate being on pessimistic side, meaning Move On charging 320cu ft was unfair with just word of mouth on their side. If IVL can address that, I would accept this resolution and close this complaint. Business Response /* (4000, 21, 2021/09/17) */ With all due respect, initially the complaint was only about the carrier taking to long to deliver the shipment, so IVL intervened and stopped another move and sent a moving team to intercept the shipment from the assigned carrier and delivered to the shipper. The shipper said our guys were "very good and very professional". Then the shipper wanted to get paid a per diem of 9 days late delivery, and again we intervened and got the carrier to agree. So, we have made many good faith efforts to assist this shipper. Although we have done everything possible to assist this shipper, the BBB has made the mistake of leaving this complaint indefinitely open so that the shipper can continue making demands out of our control. In our responses all we were reporting are the things we have positively done on behalf of the shipper, but the shipper keeps rebutting that he doesn't accept our response and asks for something else to be done. In this final response, we have included a copy of our moving estimate the shipper acknowledges reading and agreeing to prior to signing on 7/23/2021. It shows an estimated volume of 1053 cubic feet of truck space. We have also included a copy of the carrier's Interstate Bill of Lading that the shipper signed on 7/24 and have highlighted to show that the shipper and the carrier agreed to moving 1,368 cubic feet in their truck at pick up. Since the shipper acknowledges his communication with the carrier, maybe the shipper can make the request to the carrier directly of his desire for a refund of overage charges but looking at the signed Interstate Bill of Lading it appears to be justified since the shipper agreed to upon signing. Since we were neither present to see the load, nor did we collect those overage charges from the shipper, there is nothing further we can do, as we have done all we can to satisfy this shipper. Thank you

• Initial Complaint

  08/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted **** Gray about hiring International Van Lines (IVL) to perform our move from MA to NC. From the get go we indicated that we did not want to work with a company that was going to broker our move and we were assured that if we went with IVL that we would be serviced by their trucks and their employees. Conveniently, less than 48hrs before our scheduled move date we were contacted by Rick to inform us that they would be contracting out our move to a company that has no online presence. We expressed our concerns to **** at this time that it is not what we were promised and not what we hired IVL to do. He assured us that it is a trusted partner and our move would be handled professionally and timely. That has not been the case at all. Unfortunately, there are not enough characters to get into this, but 2 weeks from our original move date and we still do not have any indication when we will receive our stuff and **** has gone MIA and has provided no assistance finishing move.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/08/27) */ We are responding to this matter forwarded to us by the BBB on 8/27. Along with this response we are including a copy of the Moving Estimate that shipper acknowledges reading and agreeing to prior to signing on 7/12/2021 @ 14:05:19 EST. What all shippers are told is that we intend to handle every move using our own crews and vehicles, but if there is a scheduling problem or unavailability of our trucks, in efforts to not miss our customers' desired Move Date we can use one of our preferred carriers who are also vetted by the DOT. On the estimate we've included we have highlighted to show where it states that we are both a DOT Authorized Carrier and a Broker as well, which gives us the ability to do as described above in order not to inconvenience our customer by missing their requested Move Date (pickup). This shipment was picked up from shipper's origin residence on 8/7 by our preferred carrier that services that region of the country. This was the exact date the shipper desired, signed and agreed to. On both the signed estimate and the carrier's Closing Job Sheet (also included in this response) it shows the shipper chose an FAD (First Available Delivery Date) of 8/13. On the agreed to and signed estimate we have highlighted ESTIMATED DELIVERY TIMEFRAMES, where it explains that a delivery can take anywhere from 2-21 Business Days from the shipper's chosen FAD. Once the carrier has loaded a trailer destined to the destination address, they contact the shipper to advise them and provide an ETA. This is called the staging phase, as they prepare to load multiple shipments going to the same vicinity and takes about 2 weeks prior to loading onto an 18 -wheel tractor trailer going cross country. When speaking to the carrier earlier today we were advised that a trailer has been loaded and headed to destination address with an ETA of approx. 2 days. They advised us that they spoke to the shipper and sent a follow-up email which we've included in this response. We are sincerely sorry the shipper feels this way, but nothing has been done incorrectly as to warrant a complaint. Thank you Consumer Response /* (3000, 7, 2021/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is misleading and they have not contacted me to make things right. The "preferred carrier" is clearly not a qualified mover, as reflected in the negative reviews provided below, including our own full testimonial which will be coming soon. https://www.bbb.org/us/nj/totowa/profile/house-movers/selective-van-lines-XXXX-XXXXXXXX https://www.movingauthority.com/best-movers/New-Jersey/Totowa/selective-van-linesXXXXXXX/ https://www.google.com/search?q=Selective+Van+Lines&rlz=1C1GCEB_enUS952US952&oq=Selective+Van+Lines&aqs=chrome..69i57&sourceid=chrome&ie=UTF-8#lrd=0x89c2feaXXXXXaaab:0xXXXXXXXXXcdXXXXX,1,,, Additionally, it was confirmed by an employee of IVL that they are no longer using this "preferred carrier" because of known issues with this "preferred carrier", but no assistance has been offered from IVL to make things right. There have been many misrepresentations made by IVL and their "preffered mover" throughout this process. However, to keep things concise and to just address the final result of the move, upon delivery of our itmes, about 80% of the furniture we did receive was damaged (which was packed by the movers with varied levels of protection), numerous boxes were crushed, ripped, broken apart, and the truck delivering our goods refused to unload anything except into our garage. We were charged over 20k for such service (even through IVL quoted about 10k), for a full service move. Leaving our items in the garage, fully wrapped, not assembled, is contrary to what was identified by IVR's contract, which is entirely unacceptable. We have also identified over $6,000 missing large tools and funiture pieces which the commissioned movers are denying even though items on the inventory clearly show these items. We have reached out to IVL about this disasterous unloading (and the disasterous pickup) and have yet to receive a call, email, or any from of communicaiton. Unless IRL takes this matter seriously with quick and appropiate action, we will be investigating submitting complaints to the DOT and FMCSA to investigate IVL's business practices, which I would hope they take more seriously than the level of this response implies. Business Response /* (4000, 9, 2021/09/01) */ This is our 2nd response to this matter. In our initial response since the complaint was only about a delivery issue, we addressed that issue with the carrier and responded to that complaint. This 2nd complaint was just forwarded to us on 8/31 at 6:08 PM, but prior to ever receiving this 2nd notice from the BBB our Compliance Dept Mgr. was already addressing the matter with both the long-distance carrier and the shipper and his wife. Everything is being monitored by our Compliance Dept Mgr. to make certain that the long-distance carrier complies accordingly. And to put a bit more mildly, it is true that if a carrier does not comply, we will no longer work with their company. Thank you Consumer Response /* (4200, 11, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since their last response we have heard from IVLS compliance department, unfortunately, things have continued to decline. Since we had so much furniture left in our garage, we worked with IVL to have the carrier hire a local third party to come and relocate the items that should have been moved into the house by the carriers employees the first time. After about a week we finally got the third party lined up and they were great, very professional, friendly, and clearly experienced movers. They took their time to understand where items were to be moved, moved them safely and carefully while being conscious of our home. Unfortunately, we still had to deal with the carrier for our missing items. They gave us about 12hrs notice (on a holiday weekend) that a truck was coming with items they found in their warehouse. Again the movers arrived late and were rude and disrespectful from the get go. Similarly, the carrier's employees refused to move the items into the house and said anything other than a garage delivery (even though the carriers and IVL's contracts indicate that this is a full service move) would be an extra charge. We tried to contact the carrier and IVL but could not reach anyone (and have yet to hear from them several days later). Relenting and just wanting our stuff we allowed them to deliver the goods to our garage to be sorted out with IVL once again later. Unfortunately, they only delivered about half of the items that we indicated were missing and they were delivered heavily damaged. The movers unloaded two dressers upside-down while sliding them on our garage floor unprotected. Additionally, at one point the driver entered our home without knocking or ringing the doorbell demanding we sign the paperwork, totally unprofessional. When they were finished they did not properly store the liftgate on their truck causing significant damage to our driveway and just drove off without as much as an apology. We have called and left messages and emails with IVL and they have not offered any remedies to this situation, leaving us no recourse but to pursue further action as they are in breach of their contract. This is no longer about finishing a move, but about providing reimbursement for services that were never rendered, unnecessary stress and aggravation caused by their hiring of an unqualified and unprofessional moving company in their stead, and the significant amount of damage caused to our personnel items. To date we have identified 45 furniture items that sustained damages (documented by ourselves and the third party sent by the carrier). This does not include the missing items or the countless boxes and bins that were severely damaged, which has also been documented. We are in awe as to how IVL has hired and stood behind such an unethical moving company while providing us with no recourse for all that has transpired and while charging us a significant amount of money close to double what IVL originally quoted. Business Response /* (4000, 13, 2021/09/15) */ It is not as the shipper is alleging that when states; "WE are in awe how IVL shas hired and stood behind such an unethical moving company". We are not defending anyone or standing behind any company, but we have to recognize that the carrier has made many efforts to satisfy the shipper by sending different moving teams to the shipper's residence as well as reimburse shipper $500 for a damaged wall that the shipper requested, and gave the shipper an additional 200 cft ($1,200) reduction when loading unto trailer, even after discovering that the 200 cft of items were found and delivered to shipper, but did not try to again collect those $1,200, for a total of $1,700 reduction. as shown on the carrier's signed moving documents included along with this response. Since this is our 3rd response to this matter, we wanted to avoid any further confusion, therefore we forwarded the shipper's rebuttal to our BBB response, and requested the carrier respond to every point the shipper is stating. In addition the shipper purchased 3rd party transit insurance, but since the insurer has yet to contact us it appears the shipper has yet to file his claim for the damaged boxes and bins mentioned send the carrier a list of this items............Below is the entire email response from the carrier to IVL; From: ********* ******** <********@*********************> Sent: Wednesday, September 15, XXXX X:XX PM To: ****** ********* <******@internationalvanlines.com>; '*************' <****@internationalvanlines.com> Subject: RE: BBB Complaint Case# ******** (Ref#XXX-XXXXXXXX-XXXXXXXX-XX-XXXX) Good morning, Per our convo yesterday, we discussed to highlight the complaint and address each issue. I feel it may be better to provide you with a timeline of events to give a better picture from start to finish. 1. Move Date- 8/13/21: The ********* seemed very satisfied with ********* ******** crew. There were several bulky items, which the client was not charged for. At one point there were several bulky items that had tight access to bring down to the 1st floor. The foreman advised the client, the banister for the stairs will need to be removed to prevent any damages to the wall. The client specifically said to the foreman "The items have to go and just get it done; no need to remove the banister". During the process of transferring those items to the lower level, the walls were indeed damaged as the foreman predicted. The foreman then called into the office to inform management of this occurrence. The client stated it will cost about $500.00 to repair. Although the client declined a safer transfer, management still went ahead and reimbursed the client with $500.00 to repair the wall. (Shown in the attached BOL; $1200 from IVL & $500 from *********** The client was happy with this reimbursement knowing they were at fault. 2. 8/14/21: ******** ******** contacted ********* ******** office to complain about the damages done to the same wall, which she was already reimbursed for . We then conferenced in the foreman to confirm this and discuss the event. Mrs. ******** became hesitant to speak yet agreed with the foreman in everything he stated. After the conference call was ended, Mrs. ******** called the office back extremely upset about Selective conferencing in the foreman. She said "How dare you put the foreman on a conference call? Do you assume I'm lying?" The office was very confused at that point and did not understand her frustration about the phone call. With any issue ********* has with a client, it is the office'* regulation to include the foreman to clarify any situation. 3. 8/16/21: ********* ******** received an email from IVL requesting the paperwork for this job in regards to the overages. The paperwork was provided, and overages were justified. There was a substantial number of additional items. 4. 8/25/21: The shipment was loaded onto a schedule trailer to North ********* The estimated volume calculated at the time of pickup was 3800 cubic feet. Once the shipment was loaded onto the trailer, the volume was stacked tightly and reevaluated to 3600 cubic feet. We phoned the ********* immediately and made them aware of this and then reimbursed for -$1200.00; the remaining balance was then adjusted. Only to later find out that discrepancy of 200 cubic feet was leftover in our warehouse, which we then shipped out FREE OF CHARGE, ********* ******** was at fault for the leftover. The reimbursement was still honored in the amount of -$1200.00 as we did not try to re-collect those charges. Please see our signed moving docs which reflect the $1,700 adjustment given to the ********** 5. 8/27/21: The client received an email and phone with the ETA of the shipment arrival over the weekend. 6. 8/29/21: The shipment was delivered to the ********'* home. At the time of delivery, the father-n-law of the clients advised certain items must be left in the garage and some items in the home. This is what took place. 7. 8/30/21: ******** ******** contacted ********* *** ***** and IVL and advised the delivery crew left several items in garage and refused to bring them in the home. ********* *** ***** contacted the driver again, he stated the father-n-law of the client stated to leave these items in the garage, due to the new flooring. Regardless of the confusion, ********* *** ***** offered to take action and send out another crew to complete the job. The Assessors refused and said "We no longer want to deal with ********* *** ******** One of the owners of ********* then reached out to the client personally and pleaded with the client and asked they complete the job. The ********* agreed. The owner then contacted one of their Affiliated Companies in the North ******** area to return to the ********* home to complete the transferring of the items from the garage to the 2nd floor on the morning of 9/3/21. The clients then noticed there were items not delivered. ********* then conducted a warehouse sweep and found the missing items. (Which explained the discrepancy in volume upon loading; it was leftover). One of these pieces included a large commercial saw table. This item was too large for the company to handle, but trying to accommodate the client, ********* agreed to handle this piece. The leftover shipment was then scheduled to be delivered by ********* ******** and was shipped out on September 4th 2021 and will arrive on 9/5/21. 8. 9/3/21: The NC affiliated crew arrived to the client's home that morning to conduct the transferring of the items. Client approached with kindness and specifically instructed them what needs to be done. 9. 9/05/21: ********* *** ***** crew arrives with leftover items. Mr. ******** very rudely approaches the crew, asks them which company they work for and once informed ********* *** ****** Mr. ******** then points to the garage and instructs to offload the items there and he doesn't want them in his house. Please keep in mind the Two-man crew who arrived spoke very minimal English; so they did only as instructed. There was no need for much communication, only because they were not instructed by ********* to handle any documents or communicate with the client. They were only instructed to offload where the client advised them to. The client made it VERY clear, they did not want anyone from ********* *** ***** in their home. The crew understood and offloaded and placed as instructed by the client. 10. 9/7/21: The Client's contacted IVL to advise their satisfaction with the Affiliated Company's Crew of 9/3/21, but dissatisfaction with the ********* *** ***** crew of 9/5/21. They went on to say the crew requested additional funds, did not place the goods "again" in their home, scratched their driveway with the truck and walked into their home and asked them to sign paperwork without permission. I must again mention, the crew spoke minimal English, they were not given any paperwork and ********* was not provided with any photos of driveway damages. They went onto to tell IVL ********* *** ***** is not taking their calls, which is 100% false. When ********* *** ***** attempted to speak to them, they declined and sent an email stating they no longer want ********* *** ***** to handle their concerns. (will provide email) ********* *** ***** feels they did their best and went beyond standard in accommodating this client and have abided by the contract agreed upon and the client'* preferences. ********* *** ***** has reimbursed the ********* and conducted many additional services at no charge. I know there are a few more unmentioned phone calls between the ********* and Selective that will be able to back up the above information. All our phone calls are recorded. We will be happily to pull any phone conversations and send over any supporting emails. We welcome the shipper to contact us directly since thus far we have not refused anything the Assessors have requested, and we are the responsib Consumer Response /* (4200, 16, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no proposed resolution. As admitted by IVL above, IVL has responded since our emails and calls sent on 9/5, 9/7, and follow up texts/calls. This BBB response is the first communication we have received, which shows the level of customer service they are providing. IVL also has not addressed the large number of damaged furniture items, missing items, or private property damages caused by their agents. If they need further documentation of these damages then they should reach out to their customer and ask for them. Instead it appears that they are trying to pass *** buck to Select Van Lines but we are not under contract with them. The minor discounts do not even come close to covering any of the above noted damages and other costs. Business Response /* (4000, 19, 2021/09/27) */ The shipper is incorrect when stating "It appears that IVL is trying to pass *** buck to Select Van Lines" but just before that shipper states: "example of damaged driveway caused by their agents missing items" In our previous response we included a long-detailed email from the carrier where they show that they have tried to contact the shipper, but he won't speak to them. The carrier has been very attentive to the shipper but for some odd reason he will not communicate with the shipper. So it is not that we are passing the buck to anyone, but rather that, any carrier who packs, loads, transports, and delivers are responsible for any incidents (property damage, damage or loss to items, etc.) in transit. As the shipper states he was able to get some concession from the carrier (shipper calls "minor discounts"). But the shipper has not filed any claims with the carrier, and we cannot process claims for another carrier, and neither has the carrier denied handling the claim, it is just that the shipper has not contacted the carrier or submitted any claims to the carrier. There is nothing further we can do.

*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. ↩