ComplaintsforInternational Van Lines

• 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
  
  

  
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: 12/19/2023 We hired *** for a cross-country move from ********** to *************. We selected them based on their reasonable quote and their claim that they were a carrier (not a moving broker).Nature of dispute:Business has not tried to resolve the issue, this is their deceptive business practices. We encountered two major issues with ***:(1)They do not operate as a carrier. Instead, they outsource driving and loading/unloading to third-parties. Both in ********** and *************, three men showed up to load/unload who were affiliated with other companies, not ***. Our belongings were loaded into unmarked vans (not bearing the *** logo). This was despite their assurances over the phone, while obtaining a quote, that they were a carrier (2)They overcharge customers by inflating cubic feet charges. They do this by filling moving boxes only half or one-third. By doing this, they increased our cubic feet by 30% beyond what was originally quoted. This resulted in a $2,250 overcharge. When the issue was raised, they called managers who were aware with this deceptive practice.I hope that *** can stop advertising and representing itself as a carrier to prospective customers. And their practice of packing moving boxes halfway in order to increase cubic feet charges above original quotes should be halted. Ideally, Id like a refund of the excess charges, $2,250, since this charge was created by the company through deceptive practices.

  Business response

  02/28/2024

  We are responding to this matter forwarded to us by the BBB.When we received this complaint, we could not find anyone in our system by this name, phone # or email address that were provided along with the complaint on the BBB site. We tried calling, and even contacted the BBB to gather more information. Finally, we sent an email to the address on the BBB and the complainant responded with a job # which was under a totally different name,(*********************). Our records also dont show any calls or complaints from either the complainant or the actual shipper that booked with IVL.
  
  Regardless, once we are able to locate the file in accordance with the information emailed to us by the complainant, our home office Compliance Mgr. was able to conduct an Account Review of the charges and also address every single assertions this complainant posted on the BBB, of which the vast majority were fallacious. We have included a copy of the email our Compliance Mgr. sent to the complainant on Feb. 28. Other than that, there is nothing further we can address. Thank you. 
  

• Initial Complaint

  02/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired IVL as they were recommended online and prices were reasonable. It was soon clear that they did not have experience with shipping to international ports as they made simple mistakes, particularly with the name of the consignee. When the container arrived to the destination port, neither us nor our customs agent were notified of arrival. After multiple requests for arrival info, we were informed that the container had indeed already arrived and had been accumulating demurrage fees for 20 days. Since the incorrect consignee name was on the B/L, we could not take it out of customs. ***** our contact at IVL insisted that the shipping company would be responsible for not correcting the information. The shipping company never took responsibility, neither did IVL. After months of communication, there was no resolution. *** took our money and never followed up with us regarding this matter; they never took responsibility for shipping the container with the wrong consignee info. Demurrage fees are now $24k and we have informed the shipper that we cannot, and will not pay these fees as they are a product of poor communication between the forwarder and shipper. I'm attaching our emails. You can clearly see we asked multiple times for the consignee name to be corrected on the B/L, months before the container ever shipped. Nothing was rectified, the container shipped with the wrong info. We have now been waiting for over 6 months for our items to arrive; I now fear we have lost all of our possessions in addition to the $9k that IVL charged us for their negligent service.

  Business response

  02/22/2024

  This matter is regarding an international relocation service going from *******, **. over to *******. ******************* shipment was picked up in March 23, and wanted to remain in storage until he had gathered all proper documentation. The type of service he signed up for with IVL was Door to Port only, as ****************** had assigned his own clearing agent at final destination in ******* to clear the shipment with Customs on his behalf.
  
  On June 26, 2023, the client confirmed he would like to procced with the shipment to *******. IVL first attempted to secure a booking with the Steamship Line, Sealand /Maersk.When attempting to secure a booking with *******, at the end of June, ******* contacted IVL advising IVL, that ******************** clearing agent needed to contact them to have the shippers chosen agent pre-approved (vetted) prior to making a booking, and ******** email was forwarded to the shipper after the 4th of July weekend. Please see Sealands email which weve included along with this response.
  
  After forwarding Sealands email to the shipper, and speaking with them, the shipper said he did not want his clearing agent to go through all the hassle of being pre-approved or vetted with *******. ****************** then requested IVL to look into other options of steamship Lines to avoid his agent to go through any vetting process. We were then able to make a booking with Ocean Network Express (ONE) on July 25th. The container was loaded on August 1, 2023. Shipping instructions were sent to ONE (the Steamship Line) on August, 15th,2023, as per information (Shipper, Consignee, Destination, etc.) provided to us by the shipper, and this was the information that goes on the *** (Ocean Bill of Lading).  Pursuant to that, on August 23, 2023, the shipper revised the Consignee information that was to go on ***, which again was also provided to ONE, since steamship lines are the entities that create the *** from that information provided by the shipper.
  
  On August 16th,ONE reached out to IVL asking for Consignee ( in c/o shippers agent). We found that to be odd, since the shippers agent with shipper in- copy were forwarded all  correspondences and request from ONE. Typically when a shipper has assigned his own destination agent, steamship lines have no reason to reach out to IVL for further information, as the steamship lines Documentation team overseas is gathering all necessary documents and information from the shippers assigned agent in that country.
  Apparently, the shippers assigned agent (chosen by the shipper himself) or the Consignee were not providing the necessary information & documentation being requested by ONEs documentation **** in *******, which caused a delay and also forced ONE to reach out to IVL to gather the necessary information and documents to be able to customs clear the shipment.
  
  As well known by the BBB, IVL has been handling international relocations for many years and contrary to what the shipper states, IVL is very experienced in overseas shipments, so, rather,it is the shippers chosen agent overseas who is creating a problem for the shipper.  
  
  However, our home office is working with ONEs representative to see if they can mitigate the demurrage charges that have accrued due to the shippers agent and or Consignees  lack of response to the requested information from ONEs documentation **** in *******. We have also included along with this response a copy of an email that ONEs representative (*********************) sent to IVL explaining the matter and what they are doing to assist the shipper.
  
  Finally, it is to the shippers benefit that his assigned agent in ******* remain in contact with ONEs Documentation team in ******* to get this all sorted out, as the shipper has a misunderstanding of the BBBs role since they do not comprehend that the BBB will not or cannot get involved in the difficult and intricate  matters regarding overseas shipments,(CBP) Customs Border Protection, and or overseas port & terminal regulations. Thank you
  
  

  Customer response

  02/23/2024

   
  Complaint: 21308910
  
  I am rejecting this response because IVL mentions that there was a lack of communiction from behalf of the ** the Consignee and our agent. That could not be further from the truth as we emailed over 4 times(staring in June 2023) pleading that the consignee info be changed before the shipment ever left the port of origin. I'm attaching email from 06/23 where we state the name of Consignee needs to be corrected to be ***************************(not ***********************). I'm also attaching email chain from 09/23 where we complain that no one has been notified of arrival and Consignee name is still incorrect. This whole issue stems from us not being able to take the container out of customs as the consignee info was incorrect and mentioned two individuals. We mentioned on the emails that the ********** Government only allows one person to be the official consignee
  
  Sincerely,
  
  ***********************

  Business response

  02/27/2024

  This will be our 2nd and final response to this matter as we mentioned in our initial response, these issues relating to a foreign country cannot be handled or resolved by the BBB.
  
  Along with this response we have included email communications between IVL and (NA CSVC.LATIN AMERICADOC) which is ONEs (the steamship line) documentation team in *************), and  ONEs office in the US.
  In those emails you can see that originally the shipper had another name as their consignee, on our Shipping Information Form,which was what was initially provided to ONE for the *** (Ocean Bill of Lading).
  
  Later the shipper revised the Consignee information (when ONE was questioning the Consignees passport), and new Consignee information was also provided to ONEs team to amend the Consignee information on the ***.In those email correspondences IVL was also sending to ONEs team, all other information being sent to IVL from the shipper.
  
  In those emails the shipper can see the new Consignee information was sent to ONEs team on more than just one occasion, and it also includes a copy of the *** with the amended Consignee information.
  
  Although the shipper is rejecting our response, the shipper needs to understand that we are only relaying the information being provided to us by ONE. 
  
  As a good faith effort, we have included these email correspondences with ONEs team so that the shipper can use these email correspondences by sending them to his assigned agent in ******* to be used in defense of the shipper.
  
  Other than this, there is much more we can assist with from the US side , as the delay is an issue that is taking place in *************.  Thank you. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved from ** to ** with pickup on 12/8 and delivery 12/21. Total payments were in excess of $10K. On delivery, 3 pieces (see photos) were damaged identically due to mishandling w/ a moving dolly, 2 other pieces were damaged from poor handling. My issue is that this was a systemic problem, not an accident but rather incompetence/negligence/poor process. They put me through their standard insurance flow. Insurance is for accidents, not incompetence, which I told them would be inadequate (coverage way below what is due due to their mishandling). Further, their flow is onerous and designed to make people bail out - the dollar amount I would receive after the time involved to put together the claim doesn't add up - it would be less than my work hour rate.So this complaint is: - this company damaged my goods not through accident but through negligence - they are trying to get out of paying me by calling it an insurance claim and making me go through an onerous process for little return - they need to fix their process/business - and pay for their improper process I can say further (not part of the claim) that I was pressured into using a transfer (dolly) truck on deliver for fear the big truck wouldn't fit (it would have) leading to extra charges. I discussed it at length with the delivery driver but he insisted the transfer truck was needed. I got suckered, and I'll live with that, but they need to cover the damage to my furniture due to mishandling. At minimum other need to be informed.I do not trust this company.

  Business response

  02/07/2024

  We are responding to this matter forwarded to us. Along with is response we are including a copy of emails to and from the shipper. On Jan. 20, ****, **** from our claims **** sent the shipper instructions and claims form. On Feb. 6, ****, ******* responded, the process is inadequate and basically saying this is not an insurance claim, this is a claim about negligence, I filed my complaint with the BBB.
  The claim forms sent to the shipper were not for an insurance claim as the shipper did purchase any insurance that was offered at inception. Instead, the claim instructions and form sent were for the Basic Liability protection (not insurance) the shipper opted for on the UNIFORM HOUSEHOLD GOODS BILL OF LADING. But the shipper opted not to go through the process and preferred filing a BBB complaint as the shipper states in his Feb.6 response back to Jade.
  
  We are also including a copy of the UNIFORM HOUSEHOLD GOODS BILL OF LADING showing the shipper waived the Full Value Protection (Option 1) and instead opted for Option 2 Basic liability at no cost that only pays $0.60 per pound per article.
  
  We have also included a copy of a Welcome email sent to shipper with attachments at inception on dec. 4, 2023 which included an application for the 3rd *********************** and a cover letter explaining the 3rd party insurance and the cost of the coverage. But the shipper did not return the 3rd ***********************s application. Paragraph 5 of the insurance companys cover letter states that if the application is not returned their shipment will be covered at basic liability of .60 cent per pound.
  
  We are also including ****** map pics of the shippers community and a pic of one of our 18 wheel semi tractor-trailers.When the shipper states in their complaint, I can say further (not part of the claim) that I was pressured into using a transfer (dolly) truck on deliver for fear the big truck wouldn't fit (it would have) leading to extra charges. I discussed it at length with the delivery driver but he insisted the transfer truck was needed.I got suckered, and I'll live with that what they are calling a transfer (dolly) truck, they are referring to a *************** which is excluded from the relocation services and contrary to what the shipper says it would have (fit), the ****** map photos of the shippers community and a photo of one of our 18 wheel semi tractor-trailers, that we have included, clearly show that an 18-wheel semi tractor- trailer would not have easy in-out access to make the turn around to leave the community. Therefore, a shuttle service was needed and charged accordingly as per the estimate.
  
  Lastly, we are also including a copy of an email sent by our home office **************** Mgr. advising the shipper they must still go through the claims process an also said, if you can obtain an estimate for repairs to these items, please send then to me before completing your claim. Thank you.
  
  
  
  
  

  Customer response

  02/11/2024

   
  Complaint: 21257288
  
  I am rejecting this response because:

  We are in negotiation, response so far is inadequate.

  1) The reason I did not fill out their claim form was that the process was onerous, I believe to deter people from making a claim.  See the attached document which indicates that they required me to upload all the ~7 pages of forms which I signed in triplicate (that is, they already have copies) not as separate images I can take with my phone but consolidated into a single file...which, btw, cannot be a zip file (the most convenient way to group files).  Why?  Does this make sense for any reason other than to make the process onerous?

  2) Regarding the moving transfer truck: I discussed this w/ the *** salesman as another shipping company I had a quote from said I might need one.  He said he didn't think I would need one.  I was pressured by the movers into using a transfer truck.  When they arrived I pointed out the mini traffic circle shown in the picture the company attached to this complaint and they said, yeah, that would have been sufficient.  I understand this is hearsay, though I'll point out: if the company compliance manager is now so sure by that photo that a transfer truck is needed - why didn't sales pull up that photo and make their case - "looking at the photo on ****** maps, it is likely you will need a transfer truck for an extra $XXX).  I believe low-balling me at the outset is a part of this company's way of doing business (and in line w/ the onerous process for complaint) which is why I filed a complaint with the BBB.

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

  Business response

  02/12/2024

  This will be our 2nd and final response. In our initial response, along with our exhaustive response, we included, signed documents, photos of the shippers community, and a picture of one of our 18-wheel semi tractor-trailers it is quite evident that the streets could ever accommodate an 18-wheel semi-truck, no matter how much the shipper keeps insisting on it. The shipper seems to think that that a shuttle service is somehow a profit center,when in reality, the cost of the shuttle service is not commensurate with the time and labor it takes to provide a shuttle by having to rent a smaller vehicle locally and then unload items from the semi over to the smaller truck until delivery is completed. The moving teams dont like doing them and furthermore, it causes them to be late to their next scheduled stop. 
  
  In addition to that, along with our initial response we included an email sent to the shipper explaining all of this and advising they still must file their claim and asked for estimates of repairs. The shipper assumes that the BBB is able to negotiate something for the shipper by bypassing the claims process, but that is a total misconception of the BBBs role. There is nothing further we can add to what has already been presented.Thank you
  

  Customer response

  02/13/2024

   
  Complaint: 21257288
  
  I am rejecting this response because:
  

  Huh.  We have a very different interpretation of the sequence of events and even of what I wrote.  My response:

  1) After not using the online form discussed above, I have sent everything I have been asked for via email - including a hand filled out claim form and pictures of the damage

  2) I never said that a transfer truck was a profit center, those are their words.

  3) I am not using the BBB to as a claim methodology, those are their words.

  4) The transfer truck was brought up because it establishes the pattern: downplay the need for the truck at sales, pressure at t the time of the move to use the truck, negligent damage to the furniture during moving, online claim forms designed to deter filing claims due to unneeded requirements.  The response to the BBB post I made that it is clear from the photos a truck was needed just proves my point - why wasn't this part of the process to begin with?

  5) I am using the BBB because this is the leverage a consumer has when companies behave like this.  Thank you, BBB.

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

*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. ↩