ComplaintsforInternational Van Lines

• Initial Complaint

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I sought a quote to pack and move my one-bedroom apartment from **** to *********. I explicitly asked if they would be storing my goods in a warehouse or proceeding to my final destination, and I was told that my items would be delivered between 1 and 7 days of pickup, but on average between 2 and 4. I relied on that information and the quote when putting down my deposit for nearly $1000. Upon pickup, I was told that I actually required more room on the truck than they anticipated, so my total amount due would be increasing by $900. Also, just as they finished loading my items, I was informed that they would be bringing my items to a warehouse in ****, where they would stay until delivery. Then, as my requested delivery date came and went, they told me that it may actually be between 2 and 21 days before my items would be delivered and couldn't tell me when they would be picked up, just that my items (which included a piano) were still in the ********* warehouse. It was only through multiple calls that my delivery date was set for 11 days after pick up. Two days before the movers were to arrive, I was told that because my delivery dock was exactly as tall as the 18 ******* they were bringing my items down on, I would now owe an additional $950 for the movers to rent another truck. Various items arrived broken in the boxes that the movers packed them in, including a 55-inch flat screen TV and other items. When I submitted a claim for my broken items, the claims department gave me $144, even though all of my broken items were packed and moved by the movers. The defense to all of this was that these possibilities were listed in the terms and conditions that I signed, which screams that they quoted me my price and delivery stipulations just to get me to put down a deposit and sign while hiding all of their liability in the fine print.

  Business response

  02/06/2024

  We are responding to this matter forwarded to us by the BBB. Along with our 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 11/28/2023. There we are highlighting items pertinent to this matter.
  
  Found on the estimate beneath Article List,it states, 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 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. This estimate shall become binding to the volume and price per cf. once you have made your deposit."  
  
  Found beneath The following services are NOT included in your ******************* Please read carefully. The 5th Bullet Point states, *************** (varies): If a shuttle is required at origination or destination points that cannot accept an 18-wheel semi-trailer. Most situations dont require a shuttle, however, if it is required, it will be charged at $1.00 per cubic foot to transfer your items,with a minimum of $400.00.
  
  Found beneath ESTIMATED DELIVERY FRAMES, it states, delivery can take anywhere from **** business days from the first available delivery date that you provide. It goes on to say the
  Requested Delivery Date is a request but not a guarantee.
  
  Along with this response we are also including a copy of the Interstate New Visual Estimate Prior To Loading. This is a required document mandated by the **** of ************** in cases when on the day of pickup there is found to be a variation in volume (due to additional items)from the originally agreed to estimate. There, we have highlighted to show that the shipper needed or had more boxes than originally agreed to as well as other items. Also highlighted to show that on the day of pickup, the shipper agreed to by signing the Interstate New Visual Estimate Prior To Loading on 12/11/23. The shipper agreed to 115 cubic feet in additional volume and was charged accordingly as per the binding price per cf. found on the agreed estimate.
  
  Along with this response we are also including a copy of the DELIVERY FORM provided to the shipper on the day of pickup (12/11/23). There we have highlighted to show the shipper checked Yes to. Is there access for a 53 tractor-trailer truck (semi). Also, on the same form we have highlighted to show that the shipper chose 12/14/23 as their earliest date in which they can receive delivery and directly beneath it again explains that delivery can take anywhere from **** business days from the shippers chosen earliest (or first available delivery date). We have also highlighted the shippers signature on the form dated 12/11/23.
  
  We are also including a copy of the UNIFORM HOUSEHOLD GOODS BILL OF LADING, showing the shipper was picked up from their original residence in OH on 12/11/23 and delivered to their new destination address in TN on 12/22. Shippers signature highlighted showing both dates. The shipper was delivered within 6 business days of their chosen first available delivery day which fall well within the agreed to estimate.
  
  We have also highlighted to show on the UNIFORM HOUSEHOLD GOODS BILL OF LADING that the shipper opted for and initialed Option 2 for Basic Liability Protection of $0.60 per pound in the event of damage or loss declining both Full Value Protection and our initial offer of 3rd Party Full Value Replacement insurance. 
  
  Lastly, our home office Customer Relations Mgr. has informed us they are in contact with the shipper to inquire about the shippers dissatisfaction. Thank you.
  

  Customer response

  02/08/2024

  Hi BBB team, this response doesn't satisfy my issues, as again part of my complaint is that, after discussing certain items with me, they they put information and additional terms in the documents that were signed that added charges on that I was not aware of at the time of deposit or further throughout the process. But I understand that this is probably the end of the road, as even though they hid the fees they'd charge me in the document, I still signed it. More importantly, I am in contact with them, but I have an issue: they've offered me $600 back if I adjust my rating on Consumer Affairs and close my BBB complaint. If I close the BBB complaint, does the complaint still show on the BBB record of the company to warn others? I want to make sure others are aware of their business practices so that they're not left in the same situation as I am. 

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company reached out and offered me a refund of $600, which is about 10% of what I paid and will cover to replace the broken items in my shipment.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company quoted us one price. We paid and then after using their services they said we owed them thousands of dollars more when both partiew agreee to pay a difference that was much less. Now they are threatening legal action against me.

  Business response

  01/30/2024

  This matter is regarding an international shipment going from the ** over to ******. The shipper originally ordered a 20 ft container but with the additional items added to the shipment, the sea container had to be revised to a 40 ft container and the shipper agreed to the additional cost.

  
  Of course, the shippers Desired Settlement is No further contact from the business, because between what the shipper owes our company and the destination agent in ******, (who paid the shippers Customs clearance and port fees in ******), the amount due is almost $4,000, and the shipper is avoiding our attempts to collect this debt.
  We are including a copy of an email that the ** of our overseas division sent to the shipper with the breakdown and an ultimatum to respond with her intentions no later than Feb. 2, ****, or leaves us with no other choice than to proceed with legal action, since they are not responding to our attempts to contact them. The shipper is aware of the charges they agreed to but is mistakenly trying to hide behind the BBB.  Obviously, the shipper does not understand the role of the BBB, and especially complicated issues having to do with international / overseas Customs & port entry regulations.it is to the best interest of the shipper that the BBB advise them this is beyond their scope or purvue and advise them to pay what is owed. Thank you. 
  
  
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Our agreement with IVL was #C4460614 for a move targeted for June 6, 2023.. We paid for full packing services and delivery from ******** to Virginia. Their packing service was negligent and the delivery reflected numerous damaged and destroyed items, along with items that they left behind. We attempted the "moving claims" process and because we didn't buy their extra insurance, their settlement offer was $177 based on the weight of the items.Both pickup and delivery crews (different teams) did not meet the expectations and was a horrible experience for our family. **************** was nonresponsive after we paid the deposit.When we unpacked the boxes, it showed incompetence. Even though the boxes have an up arrow, at least 20 of them were packed upside down. We were left with a box from someone elses move -- their macbook and some fairly important materials -- we contacted them and paid (our own pocket) to ship the box to them. Turned out, they were the delivery stop before us with the same truck and they had very similar issues that we did with damaged items. We were punted to the moving claims processor for our claim. We provided extensive details and photos, Requesting refund of the packing charges in addition to missing items referenced. At the end of the day, IVL staff knew we didnt have the extra insurance so they didnt need to take care of our items and the bad outcome was due to their negligence and incompetence. I cannot believe how horrible the customer experience was with this company and how once we paid the deposit, it was a complete disaster at every step.

  Business response

  01/30/2024

  Our Customer Relations Mgr. has been in contact with the shipper and they were able to resolve this matter. Thank you. 

  Customer response

  01/30/2024

  Hello -

  We have arrived at a settlement agreement.  This case can be closed.

  Thank you,

  -Don 

  -************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have several issues with my recent moving contract/experience with International Van Lines (IVL). They have completely failed to meet their obligations as promised during the initial intake call.1. IVL never gave me the contract to review/sign before sending someone to my daughter's storage unit to pick up my stuff on Nov. 4th. She was told she had to fill out paperwork or they wouldnt *****************; I had already moved to KY at this time. The driver also charged me more than IVL quoted at pickup. 2. The movers picked up my stuff from 6-8 pm. They had no lighting equipment (as promised) and missed several items. The inventory is also completely illegible. 3. I reached out to ***** (my account manager) several times for copies of the paperwork and updates about where my stuff would be stored and an ETA for drop off. I always had to initiate contact and rarely received updates. 4. The second set of movers were extremely difficult to get a hold of. They also delivered days later than ***** promised. 5. Only half of my possessions were delivered on Dec. 15th. I wasnt given any paperwork my daughter signed. I contacted *** and told them I had someone elses things (tax documents) and wanted to know where the rest of my possessions were. They said they would get back to me, which still hasnt happened at this point.

  Business response

  01/04/2024

  We are responding to this matter forwarded to us by the BBB. Our home office Head Dispatch Mgr. was attempting to contact this shipper last few days and finally today (1/4) they were able to touch base. ******************** (our Head Dispatch Mgr.) advised the shipper that they were sending a team to our ******* warehouse to conduct a search for the missing items and agreed to touch base again next week. Thank you.
  

  Customer response

  01/12/2024

   
  Complaint: 21068911
  
  I am rejecting this response because it does not resolve my matter. International Van Lines (IVL) has called me and told me they looked at their warehouse and could not locate half of my shipment. They offered me $480 to settle the loss, which is far under the value for the items that I'm missing. I have also asked *** for a copy of all the paperwork that my daughter signed - to include the Bill of Lading that I was supposed to be given before the move to negotiate, sign, and select liability. International Van Lines still hasn't provided me with any paperwork, which I requested back on November 4, 2023. They also still have not returned half of my possessions/shipment to me. 

  There are only two ways I would agree to settle this issue:
  1) I am willing to take a 50% refund on total amount I paid since IVL only partially performed their promise and an additional $2500 to replace all items that were missing, lost, or left at the pick-up location. 

  or 
  

  2) They can return my entire shipment in full to the mutually agreed upon drop-off location (in KY) and fulfill their obligation by January 19th, **** and I will consider the issue resolved. 

   

  Sincerely,
  

  
  *****************************

  Business response

  01/19/2024

  Our Customer Relations Mgr. attempted to ******* the shipper to discuss an equitqable solution to resolve this matter, but the shipper didn't even want to discuss anythng with our Customer Relations Mgr. but preferred going the legal route, so they had their atty ******* us. The attorney's letter sent to us has been forwarded to our attorney. Thank you 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I needed to ship a vehicle and I went to ****** and found International Van Lines. It is the only company that I filled out a quote for. The only thing I did was fill out a very short questionnaire. It asked me my vehicle make model and year. It asked me my shipping from and to zipcode. It asked for my name, phone number, and email. Then it said, click here for a quote. That is all it said. Within seconds I started getting phone calls. For the past week I have gotten phone calls, emails, and text messages all day about this vehicle being shipped from companies all over the world. Literally foreign companies contacting me. It won't stop. They have clearly sold my information worldwide without my permission. I want to clarify, I never gave them permission or was informed that they would sell my information which is completely illegal. And now my phone will not stop with calls, text messages, and emails. After this happened I went on their site and found a link at the bottom of their page that says, I could opt out of them selling my information which I did but it won't stop. This also shows that they are selling people's information. But they aren't informing people they are doing this. In fact, if you go on their website and fill out a quote, you will see they don't inform you that they sell your information. It says on the quote form that you agree to them contacting you via phone and text but it does not say they will sell your information. I uploaded a screen shot showing 1. my confirmation of receiving a quote and 2. the form on their website showing what they ask for and what their disclaimer is. At this point I want the phone calls, emails, and text messages to stop and this company needs to be accountable for this illegal behavior.

  Business response

  01/02/2024

  Evidently this complainant went on to a Lead Provider website looking for a quote to transport his vehicle and now claims that we sold his information. This must be the most absurd complaint we have ever received as we are a transportation company(not a lead source ***** that does over ****** moves per year both domestically and internationally, so we are not or have ever been interested in selling information.
  
  Other than that, there is nothing further we can say, except that after being in business for so many years and never once have we heard anything like this, shows this is an irrational allegation, or otherwise there would be many complaints of this same nature. Thank you. 
  
  

  Customer response

  01/02/2024

   
  Complaint: 21067091
  
  I am rejecting this response because:

  I only filled out one quote for shipping my vehicle and it was on your website and my phone continues to receive messages from various companies who want to ship my vehicle.  It has now been a week and a half and it continues.  It clearly states on your website that third parties do gain our information through us filling out quotes on your website.  I have attached your privacy policy that states it and I will quote your policy here, "The information you provide on our website will be shared with third party companies who advertise with us based on your requirement." It says right here that you do share it with third parties so saying you don't is not accurate.  It also says, "IVL has no regulation on how your personally identifying information is proclaimed by the third party websites who provide the service requested by you through our site." That means you give them our information and say you're not responsible for how they are using it.  But it says right here in your policy that you give your customers' information to third parties.  But your BBB response states that you don't give our information to third parties which is clearly not accurate. Your privacy policy also states, "Once you provide your information on our website, you agree to be contacted by appropriate third party companies as per your requirement and the desired type of service."  It says right there that you are having customers who fill out a quote agree to be contacted by third parties.  The problem is that the quote just says you agree to the privacy policy with no link.  You have to search around to find the policy elsewhere and here is where it says you give customers information to third parties.  You denying that you give customers' information to third parties is clearly blatantly inaccurate as your own policy states that you do.  Your response is unacceptable.

   

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

  Business response

  01/03/2024

  This will be our 2nd and final response.
  
  By law we must provide the consumer with an opt in policy which on our website states By pressing the Get Quote button above,I give International Van Lines consent to use automated telephone dialing technology to call and/or use SMS text messages at the phone number provided including a wireless number for telemarking purposes. I understand consent is not a condition of purchase ********************** ********** services. By pressing submit I also agree to the International Van Lines Privacy Policy.
  
  However,this does not say or mean that IVL sells information as we are only a transportation company and as mentioned in our initial response, this is the first time in all the years, that we have ever gotten a complaint of this sort.
  Lastly,as an example, 2 weeks ago I was doing research on ****** looking for tires for my wifes Jeep and even now when I am on the internet, I will see advertisements for tires even 2 weeks later. Thats ****** for you. Thank you.
  
  
  

  Customer response

  01/04/2024

   
  Complaint: 21067091
  
  I am rejecting this response because:

  Your disclaimer when someone fills out a quote does not mention "third parties."  One would have to go to your Privacy Policy for that which is not able to be clicked on nor viewed from the quote page.  You have to do a separate ****** search to find it.  Your example of searching a Jeep and coming across ****** ads for Jeeps online is not relevant to this matter.  In this case, I am receiving direct phone calls, emails, and text messages regarding submitting for this quote by companies that are not IVL.  You are not receiving that for the Jeep.  You are only seeing ads for the jeep.  My phone is continuing to receive phone calls and text messages multiple times a day even after two weeks have passed after submitting this quote.

  The disclaimer you provide clearly says that we give IVL consent to contact us via those various means.  It does NOT say that we give IVL permission to have third parties contacting us when we submit the quote.  There is nothing written in your disclaimer that says that the prospect gives IVL permission to send their information to third parties. 

  I also checked your parent company location on ****** maps and you have a consistent record of negative reviews talking about all of the compromised behavior your company does.  I can't speak on that because I didn't do anything except submit a quote but it is clear that your first message talking about your great ****************** business is not correct.  You do in fact have a history of mistreating customers which anyone can see listed publicly on the ****** reviews. 

  My experience is that I submitted a quote for shipping my vehicle and I gave you consent to contact me in various ways. I did not consent to you having third parties contacting me which is exactly what happened and has been very disruptive to me on a personal level. You are required by law to tell customers clearly if third parties will be contacting them which you did not do.  Taking someone's information with the understanding that IVL will be providing them with a direct quote and then having many third party companies contact them for business is not an acceptable way of conducting your company.  

  I have in my ****** history and phone records that I contacted your company for a quote and have since received countless emails, phone calls, and text messages from shipping carriers around the world.  Your privacy policy states you do this but your quote disclaimer does not nor can someone get to your privacy policy from the quote disclaimer. I also could not find a link to your privacy policy on your website.  I could only find it by search for it separately and finding that page.  Not having direct access to the privacy policy is not informing customers of your actual intent. 

  I am proving this information to the Better Business Bureau because your methods are immoral and compromised and need to be addressed so that other people do not have to deal with the endless barrage of phone calls that I have by simply filling out a shipping quote that they think IVL alone will be responding to.

  You also have no concern for what me as the customer has had to deal with.  You are not responding with things like, "I am so sorry.  I am not sure how that happened." etc. Instead, IVL is defensive and denies all claims.  I first called the company and they denied it on the phone.  Then they said a manager would call me which never happened. So this seems to be the best way to get this addressed.

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

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Once they get your deposit, forget any reasonable customer service. Many calls and emails went unanswered. Getting information is like pulling teeth.They didnt do a physical/video inspection for inventory for the quote. I estimated my items the best I could, but there was significant variability given that IVL was doing the packing for me. That led to a big surprise with cost/volume. The team had to return a 2nd day to complete the pick-up. Had we known the estimate would change so much (+$1430), we would have planned our move very differently. They couldnt confirm the pickup window until the day before (near impossible to navigate living in a high-rise that requires freight elevator reservations). In transit, I appreciate that theres ambiguity in travel times for delivery. Dispatch was unable to provide any info beyond the day the truck left the warehouse. The only expected follow-up is the driver calling you the day before delivery. I find it shocking that in 2023 the company cannot provide any progress updates. Even an estimate on delivery week or number of stops would have been useful, but corporate either doesn't have that info or is unwilling to provide it.On delivery, IVL knew the drop-off address before we even booked the move. The day before delivery, they say the 53 truck wont fit in my neighborhood so they need to move everything to a smaller vehicle for a $900 fee. My landlord said the neighborhood would fit the truck, but *** never physically inspected this and presumably just inferred it from satellite imagery. Theres NO reason this information could not have been factored into the quote.The local pick-up/drop-off teams were thorough. However this does not make up for all the issues with the corporate team. I am profoundly disappointed and frustrated with the lack of communication and the many contingencies that drove the price up at each stage, most of which could have been avoided by better planning even before my items were picked up.

  Business response

  01/03/2024

  We are responding to this matter forwarded to us by the BBB.Our home office *************** Mgr. did the research on all of the shippers concerns and sent the shipper an exhaustive and detailed explanation showing the additional items that were not part of the agreed to estimate that the shipper acknowledged reading and agreeing to prior to signing and these additional items was the reason for the increase in volume, hence that of course was what caused the increase in the cost of services rendered.

  The estimate the shipper agreed to states, 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 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".  
  Being an experienced semi-tractor trailer driver, she was also able to explain the shuttle service that was needed and how that was also on the agreed to estimate as an exclusion if needed along with diagrams and photos of the shippers street. Also addresses were the payment methods and every other concern the shipper stated in their complaint, but too long to upload onto the BBB site. Thank you. 

  Customer response

  01/25/2024

  Hi -- apologies this is late on this complaint. It should *not* be resolved. I did get a response from International Van Lines, which contained a long-form response to my concerns as their representative noted in the complaint. I believe their accounting of the timeline were accurate, and some justification were satisfactory, though I disagreed with others. The company offered me $300 in refunded fees. I countered, asking for $900 to refund the surprise fees with transferring my items to a shuttle truck for delivery, which I maintain could have easily been predicted in advance of the move. Regardless, I never heard back from the company after that, and never even received the $300 they offered. I responded to their email on Weds 1/10, and did not get a response. I re-sent my response again on Sunday 1/21, and still have not received a response.

  Customer response

  01/25/2024

   
  Complaint: 21065556
  
  I am rejecting this response because: Hi -- apologies this is late on this complaint. It should *not* be resolved. I did get a response from International Van Lines, which contained a long-form response to my concerns as their representative noted in the complaint. I believe their accounting of the timeline were accurate, and some justification were satisfactory, though I disagreed with others. The company offered me $300 in refunded fees. I countered, asking for $900 to refund the surprise fees with transferring my items to a shuttle truck for delivery, which I maintain could have easily been predicted in advance of the move. Regardless, I never heard back from the company after that, and never even received the $300 they offered. I responded to their email on Weds 1/10, and did not get a response. I re-sent my response again on Sunday 1/21, and still have not received a response.
  
  Sincerely,
  
  ***************************

  Business response

  01/25/2024

  This complaint was closed by the BBB on 1/14,2024. We are glad that the shipper admits they received an exhaustive response which coincides with our previous response. In that January 3rd communication the shipper received from our home office Compliance Mgr. were included charts, graphs with explanations showing all the charges were justified, including the shuttle services that were provided.
  
  If the shipper goes back and reads the end of that Jan. 3rd email, he will see that our *************** Mgr. only made the $300 offer as a "courtesy", an effort made in good faith, nothing more.
  

  The shipper must have a misunderstanding of the BBBs role, but there is nothing further we can do. Thank you.
  
  

  
  

  Customer response

  01/26/2024

   
  Complaint: 21065556
  
  I am rejecting this response because: their "good faith" partial refund offer was never sent and they stopped responding to any correspondence following their initial response. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  International Van Lines did not deliver or broke items they packed. They also did not assemble items they disassembled and told us to do it. They promised to reassemble. The items missing were mostly items that were easily recognized to be easily stolen. Saws, routers, garden tools, spray washer and the lists continue. Then they said they would give us 60 cents per pound for items they did deliver or their employes stole.There are a few items we packed that broke but we do not hold IVL responsible for those. Our total damage below is $11,000 including 16 hours of labor for 4 people at $60. We have found our Tuff Stuff Home Gym CFM-555 with ********* CFM-5LP with a 200 lb. weight stack is missing parts that are not replaceable. Replacement parts appear to be NOT AVAIABLE! Today a Tuff Stuff replacement home gym costs $8,608: Missing parts making our gym worthless! 1 *** press assembly and weights bench tube attachment arm. This arm connects them and the serves as a route for the cable. 2 Weight selection pin missing 3 Seat for leg press attachment 4 Back for leg press attachment 5 One seat hand grip for leg press assembly

  Business response

  12/21/2023

  We are responding to this matter forwarded to us by the BBB. Along with this response we have included a copy of our moving estimate where we have highlighted to show the shipper acknowledges reading and agreeing to the terms and conditions prior to signing as well as highlighting items pertinent to this matter.
  
  The shipper states we did not assemble certain items but the agreed to estimate shows we only assemble Basic furniture. Also, we highlighted beneath The following services are NOT included in your ******************* Please read carefully.   On that list we have highlighted ****************** It goes on to say that if this service is needed there is a charge. Evidently the shipper took it upon themselves to hire 4 people to unpack their boxes and wants us to reimburse them for the 16 hours of labor the shipper paid to the laborers they hired. 
  
  Finally, we have included a copy of an October 18, email the shipper sent to our company advising us that a PRESSURE WASHER was not delivered. Nowhere do they mention the list of items they are now saying in their BBB complaint.
  
  Therefore, our home office *************** Mgr. sent the shipper an email on December 21 @ 3:36 PM which we have also included along with this response. There, she again explains that unpacking was not included in the service as per the estimate as well as the reassembly concerns. Also, letting the shipper know that the shipper never informed us of missing items except for the Pressure Washer previously mentioned, but we will begin a track and trace for these other items they are now informing us about. Thank you.
  
  

  Customer response

  12/22/2023

  I did inform IVL of all issues on 10_23_2023(see the attachment) and then the gym issue when we found it early December.  A copy of that input shows many other non-delivered items.  I do not believe that their claims department is sharing information the company. Two of their company's employees provided me with the path to the claims department even though I had told them what was missing. The driver and the two employees we interacted with did nothing to find our lost or stolen parts.  
  They contracted to deliver our household items and do differentiate between damaged items and nondelivered items, one of which makes a valuable gym a total loss. They have not honored their contract!
  Related to the reassembly of items, they took them apart!  Their employee, *************************, verbally assured us that all items that they disassembled they would reassemble.  Their employees even tried to reassemble but stated that the persons who disassembled them (IVL) employees must not have shipped all of the parts.  These employees sent me to ********** to find parts and assemble it myself.  They left as it was 6 pm or so on a Saturday night

  Customer response

  12/22/2023

  I sent the above email to ***********************, an employee of IVL, on the 23rd of October FYI.  They knew and ignored their errors. 

  Customer response

  12/23/2023

  We are not sure the *** response even comes from a *** employee but ***be an attorney reading fine print but perhaps has never participating in a move. 

  Movers always take things apart for shipment and then reassemble them on arrival.  They do this to allow more and more items into their trucks so they can make more money.  No one would put an assembled table or hutch or anything else they take could take apart in their truck.  The *** responding person *** have never participated in a move and has NO knowledge of our move!

  *** disassembled and reassembled our patio table, our dining room table, our hutch, our primary bedroom bed, my office furniture including both desk and computer desk and a few other items (these facts alone indicate the responder has NO knowledge or our move).  They just quit when it got late on a Saturday night and gave their job to us.  The driver took a list of damaged and missing items with him on departure, but that list *** have never been looked at by ***.

  We continue to hope *** will respond appropriately to their failure to honor our contract.  

  ***********************

  Customer response

  12/29/2023

   
  Complaint: 21032212
  
  I am rejecting this response because:

  We are not sure the *** response even comes from a *** employee but ***be an attorney reading fine print but perhaps has never participating in a move. 

  Movers always take things apart for shipment and then reassemble them on arrival.  They do this to allow more and more items into their trucks so they can make more money.  No one would put an assembled table or hutch or anything else they take could take apart in their truck.  The *** responding person *** have never participated in a move and has NO knowledge of our move!

  *** disassembled and reassembled our patio table, our dining room table, our hutch, our primary bedroom bed, my office furniture including both desk and computer desk and a few other items (these facts alone indicate the responder has NO knowledge or our move).  They just quit when it got late on a Saturday night and gave their job to us.  The driver took a list of damaged and missing items with him on departure, but that list *** have never been looked at by ***.

  We continue to hope *** will respond appropriately to their failure to honor our contract.  

  ***********************

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

  Business response

  01/02/2024

  This will be our 2nd and final response to this matter. In our initial complaint that *** responded to, IVL addressed the matter, and the BBB knows that is was IVL who responded.So, were not sure why the shipper is creating an allegation that maybe our attorney responded to the BBB. Also, the reason for disassembling items is not to allow more and more items into their trucks so they can make more money. as the shipper alleges, but to ensure their items fit into the truck. For example, moving companies will disassemble a baby crib or a trampoline but will not reassemble them for safety reasons. Therefore, it is not an accurate depiction of the moving industry when the shipper alleges, Movers always take things apart for shipment and then reassemble them on arrival.As per the agreed estimate, we do re-assemble basic furniture, just as outlined and described in the agreed estimate that the shipper acknowledged as reading and agreeing to prior to signing.
  
  In regard to who is responding or not, in our initial response we included a copy of an email that our home office *************** Mgr. sent to the shipper on December 21 (which we again include with this response), explaining this very clearly as well as addressing the items the shipper claims are missing since the shipper had initially only contacted us about one item as shown by the shipper Oct 18 email to us, which we also included in our initial response and will do so again. And we can assure the shipper ****************** (our ***************. Mgr.) is not only an employee of IVL, but very knowledgeable of the industry as she has been on the road doing ride alongs with many of our drivers for years.
  
  In closing, our *************** Mgr. has reached out to the shipper as shown in her Dec 21 email to the shipper, but it appears the shipper doesnt want our help and must have an incorrect misunderstanding of the role of the BBB as they prefer making unfounded assumptions and allegations of who is responding or reaching out to them. Thank you.
  
  

  Customer response

  01/04/2024

   
  Complaint: 21032212
  
  I am rejecting this response because: IVL continues to seem to not understand the problem they have created for us.  They offer $300 after not delivering hundreds of dollars worth of tools and not delivering all parts for an $8,000 gym that make it a total loss.  My total cost in the complaint is not for damaged goods  but rather none delivered goods.  They picked them up form us and did not deliver them.  

  Theft is a fitting term for their actions and why I have filed a police report.  

  "Theft is a crime that involves taking someone elses property without their permission. The severity of the crime depends on the value of the stolen property and the circumstances surrounding the theft. In general, theft of property worth more than a certain amount is considered a felony. The exact amount varies by state, but it is typically around $500 or more.."
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I hired International Van Lines (IVL) to move my belongings from *******, ** to *********, **, with extended storage. Prior to agreeing to the contract, ***********************, an IVL representative, assured me several times that IVL would be using their own employees to perform the move and that it would be an IVL truck and driver shipping my belongings because I didn't want to work with them if they contracted out my move to another company. ************** also assured me he'd be with me throughout the entire moving process, from pickup through delivery. After being reassured several times that they would not use another company, I put down a deposit. The day before the move, I was emailed and told to have either cash or a cashier's check made out to Navy Seals Movers and moving day no one from IVL showed up. It was movers from a company called Navy Seals moving company. Apparently, *** did exactly what they promised they wouldn't do, and ***************** picked up, stored, drove, and delivered my belongings to the destination. Many of my high value items that were itemized on a special, and quite expensive, insurance policy were damaged, in addition to many of my belongings that were not itemized at over $1,500. The insurance representative at IVL assured me I was purchasing a replacement policy because I told her I wanted a policy that would replace my high value items if "as much as a scratch on my dining room table occurred" and she assured me that was the case. The insurance policy she sold me was issued by a company called UniRisc and they are using **************************************, I think as a subcontractor to handle my claim. This process has been time consuming, energy draining, and emotionally and mentally exhausting with all the legwork I've had to do for them. The claim was started back in May and the insurance company is refusing to replace many of the high value items the movers broke and are offering only a small amount for repairs, and they are only offering an "appearance allowance" for the damaged gym equipment the movers didn't pad, protect, or package it as they were paid to do and just threw it into the back of the truck. I don't know who is liable here and who I need to file a claim against to be compensated for all of my damaged items. Is it IVL who lied about subcontracting, the subcontracted moving company ***************** who broke my stuff, the insurance company UniRisc that I purchased my insurance policy from through IVL, or *******************, the adjustors working on my claim on Unirisc's behalf?

  Business response

  12/15/2023

  We are responding to this matter forwarded to us by the BBB that was picked up in July 2022.
  
  Along with this response we are including a copy of our estimate that the shipper acknowledges reading and agreeing to prior to signing on July 8, 2022. On the agreed-to and signed estimate we have highlighted parts that are pertinent to this matter.Also highlighted we show that the shipper reserved a Move Date (pickup at origin) that being 7/09/2022. There it explains that IVL is both an FMCSA-authorized household goods carrier as well as an FMCSA-authorized household goods Broker, it also explains that if there is scheduling issue we will arrange for the pickup by another FMCSA-authorized carrier. The purpose of this is to honor the shippers desired and reserved Move Date intact.
  
  Also included is a July 8, 2022 email that our assigned Account Mgr. sent to the shipper @4:12 PM advising them of the team and time of arrival at origin pickup. These are our agents, not some random companies that we use if we are unable to come. As we service the majority of our moves, ************** would not have been aware of a scheduling issue that would impede us from doing so, since he does not work in the Dispatch / *******************
  Regarding the shippers concerns about the 3rd party insurance policy they purchased, since IVL is not an insurance company we can only recommend 3rd party insurers that we have worked with for many years.
  We asked the Insurance Specialist at our home office to look into this, so they contacted the shipper via email, which we have also included along with this response. In part of the response email our Insurance Specialist explains the policy and refers to part F. Repairs or Replacement that is on the 3rd Party insurers insurance application. Also, our Insurance Specialist explains she would have never said items would be replaced if there was as much as a scratch as the shipper alleges. It would not sense that any insurance company would even offer that type of policy. They would certainly replace a lost item or an item that is beyond repair, but not because of a scratch or if the item is reparable. As an example, if someone hit my vehicle in an accident, my insurance company would send me to a repair shop to get it fixed or give me the allowance money to fix it. Only if my vehicle were to be totaled would they replace my vehicle, and that is *************************** one of the top auto insurance companies. Unirisc is a well-known 3rd Party household goods insurance company, and their underwriter ( as all insurance companies have ) is ******************* who operates in the US and abroad.
  
  In closing, we are sincerely sorry that the shippers items experienced some damage in-transit,but were also glad the shipper opted for the 3rd **************** The shipper must misunderstand the role of the BBB, as this is an insurance matter,not an IVL issue. Thank you 

  Customer response

  12/20/2023

   
  Complaint: 21002081
  
  I am rejecting this response because:

  When I spoke with *********************** on two separate occasions prior to submitting a deposit, he assured me during both conversations that IVL was NOT a broker and would not hire another moving company, that the movers were IVL only employees, my belongings would be stored in a climate controlled facility with IVL, and that even the moving truck would say International Van Lines.  I have a witness that was present to these conversations as the call was on speakerphone and can sign an affidavit attesting to such.  If, as IVL is claiming, that ************** doesn't know scheduling and if non-IVL movers would be used, why did he so confidently tell me only IVL would be performing the move and that subcontractors were not used?  It sounds to me as though ************** knew this and was dishonest in order to obtain a deposit and contract from me. 

  The moving date was scheduled for July 9th, 2022.  As IVL said in their response, I was informed via email on July 8th, 2022 at 4:12 p.m. that a subcontracted company would be arriving the following morning to pack and move my belongings. I didn't see the email until it was too late to call the office and cancel for the following day, and I needed to be out of the house the following day.  There was no time or way to have cancelled and this is not what I agreed to or was promised by **************.
  

  The IVL Insurance Specialist also is incorrect when she denies that she promised I was being sold a policy for replacement because I specifically asked before purchasing if as much as a scratch on my dining room table (one of my high value items) occurred, if replacement would be the result.  She assured me that was the case and the policy I was purchasing, and I also have the same witness to that conversation and can have an affidavit signed for that as well.

  The argument about car damage is not applicable here.  Vehicles are made on an assembly line with identical replacement parts and specific paint codes for each vehicle based on year, make, and model, so if a repair needs to be made, a bumper or door can be replaced and repainted to be an exact match with no visible evidence of the damage.  That is not the case with the damaged high value items because most of them are wooden or metal with missing pieces that have been knocked off, scratched out, and have divots.  Exact replacements and refinishes cannot be made and if an attempt at these repairs are made, it will not be restored to original condition, which is why I asked for and was told I was being sold a replacement policy if such an event occured.  One damaged item, I was told by the adjustor, was because the item wasn't stored in a climate controlled facility, which I was told is what I was also paying for with the storage fees. 

  I paid $8,492.07 for the initial premium plus additional monthly premiums of $1,132.38 during the extended storage.  Why would I pay that much for a policy that will not replace items that cannot restore high value items to their original condition?  $13,021.59 just for an insurance policy to repair broken wooden high value items that will look like Frankenstein? I don't think so.
  

  In addition, many of my items, particularly the gym equipment, was not padded, protected, or packaged in any shape or form, as they were paid to protect all of my belongings.  The dumbbells were merely taped together at the handles and carelessly thrown into the truck and the weight plates were also thrown into the truck, unpackaged and unsecured.  The weights were in new condition and were delivered 4/10/2023 filthy where my hands are blackened to the touch of them upon inspection, many broken, dumbbells now have sticky handles from being taped at the handles, and most of the weights have scratched or divoted/chunks of missing rubber.  This is completely unacceptable and due to the movers' failure to do what they were paid to do.
  

  It  really irks me how these people tell me one thing over the phone, thank goodness I have a witness to these conversations, and tell a completely different story via email.
  

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

  Business response

  12/21/2023

  This will be our 2nd and final response. In our previous response, we included a copy of the agreed to moving estimate that the shipper acknowledges reading and agreeing to prior to signing. On there, we highlighted where it explains that IVL is both an FMCSA-authorized household goods carrier as well as an FMCSA-authorized household goods Broker, it also explains that if there is scheduling issue we will arrange for the pickup by another FMCSA-authorized carrier. The purpose of this is to keep the shippers desired and reserved Move Date intact.
  Were not going to say that the shipper is being untruthful as to their conversation with the Relocation Specialist, but the written estimate is clear about IVL being both an FMCSA-authorized household goods carrier and Broker.
  
  But regardless of that,the shippers concerns are more about the 3rd party insurance coverage they purchased which in their insurance application and policy they outline guidelines / restrictions of their coverage. The insurance specialist was not incorrect about the replacement policy as the 3rd party insurer would replace an item that was lost, stolen, or beyond repair. In an effort of good faith, we called the 3rd party insurance company (UNIRISC) and were advised in this case that the insurance companys adjuster that was sent to examine the items and has determined that certain items are repairable and functionable, but the shipper is disputing that, so this is what they call still an active file that the insurance company has no information they can further discuss with IVL.  At this point there is nothing further we can do, and neither can the BBB as this is beyond their purview. Thank you.
  

  Customer response

  12/25/2023

   
  Complaint: 21002081
  
  I am rejecting this response because:

  As previously state, the *** Relocation Specialist, ***********************, insisted that *** was not a broker and assured me ONLY *** employees/movers, storage and truck would take care of the move on more two occasions.  The fine print is confusing and after two conversations of assuring me that *** was not a broker, I trusted him and signed the paperwork.  I have a witness to both of these conversations and can have an affidavit signed if necessary.  Why lie unless it's to get my business knowing I was only interested if they didn't broker moves and that the fine print was confusing?  That is why there was more than one conversation about this.
  

  There are two concerns with *** remaining.  The movers failed to pad or protect and package my new condition gym equipment.  That is a breach of contract as they were aware of these belongings well in advance and rather than properly packing them, it was thrown into the back of the truck and stored unprotected.  They were paid to protect and package all of my belongings and now the weights are filthy and damaged from sliding around the the inside of a filthy truck(s) as well sitting unprotected in storage for an extended period, which I'm also assuming was probably a dirty area. During inspection, my hands were blackened to the touch in addition to being damaged.  Insurance is not replacing these, and maybe that's not on them if the movers breached contract by failing to properly move these items as they were paid to do.

  Secondly, ***'s Insurance Specialist **** assured me prior to purchasing the policy that items would be replaced and not repaired when I asked, "if as much as a scratch on a high value item such as my dining room table occurred", which is why I paid over $13,000 for such a policy.  Again, the policy's fine print was confusing, which is why I asked **** and I trusted her explanation because I was very specific with my questioning. I also have a witness to this conversation and can have an affidavit sign if necessary.
  

  It seems to me this is clearly a case of *** having it's employees say one thing to ******* customers into signing something different than what they are told and assured and it just irks me the level of deception and trickery used to gain my business and purchase an essentially worthless policy which is not at all what I was assured by the *** Insurance Specialist I was purchasing.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my stuff picked up in ********** to come to ***** on the 5th. I have been asking for days to my contacts *********************************** and ******* Law to get what they should have voluntarily supplied up front: The driver's phone number. Emails, phone calls go ignored. Very responsive up to the point where pick up happened, then it just stopped once I'm locked in. There is a LARGE window for delivery (up to 22 days) and I can't be chained to the house "just in case" the driver shows up. I should not only have the driver's phone number, but with such a big moving company, truck tracking ability as well.

  Business response

  12/11/2023

  We are responding to this matter forwarded to us by the BBB. This matter is regarding an interstate shipment going from **. to TX. and the shipper does not seem to or refuses to comprehend that the same truck or team that did the pickup in CA. is not the same truck or team that will deliver in **. This being a relatively small shipment that was picked up in a small Box truck will not be delivered cross country in the same small Box truck, but rather consolidated onto an 18- ******* with other shipments destined to that final destination.
  
  In addition to that, drivers cannot receive phone calls while driving for safety reason, as per DOT regulations. Once the shipment has been loaded on the 18-wheel tractor trailer destined to that region, the driver will contact the shipper 24 to 48 hours prior to delivery and then the shipper will have that drivers contact info.
  
  This has all been clearly explained to the shipper by the assigned Account Mgr. Therefore, it is not that calls or emails are being ignored, but rather that the shipper assumed that filing a BBB would alter a logistics process that has been in place for many years.
  
  Lastly, once the shipment is loaded the shipper will also receive email correspondence stating so. Thank you.

  Customer response

  12/12/2023

   
  Complaint: 20981953

  ****** with *** seems a bit clueless as to what has gone on here and has a customer is always wrong mentality.  I get that he probably has dealt with his fair share of 'problem customers,' and I don't expect him to put up with that, but I am the easiest to please, unless I am not getting basic answers and service, then I can get annoyed which I find to be a reasonable response to apathy when paying thousands of dollars.  

  My comments below are in ((double parenthesis)):

  We are responding to this matter forwarded to us by the BBB. This matter is regarding an interstate shipment going from CA. to **. and the shipper does not seem to or refuses to comprehend that the same truck or team that did the pickup in CA. is not the same truck or team that will deliver in **.
  ((Nice phrasing.  Maybe the customer doesnt understand that because the customer asked his customer rep point blank if it was the same crew and the rep did not know. It's very telling how ****** would be quick to blame the customer though.  How about, checking our email history AND listening to our calls before accusatory language from someone that is paying you a good deal of money? THEN... make accusations based on facts.  Is it the customers job to telepathically know what you said above? Or the *** phone reps responsibility to relay this info? All I can do is ask, and I had the due diligence to do that since this info wasn't volunteered like it should have been.  I made a large list of questions to ask the rep and the above was on my list))

  This being a relatively small shipment that was picked up in a small Box truck ((Not that it matters but the realtor said it was a FULL sized truck, so big he assumed they were making many pick*** en route to ***** because my items only fit a small fraction of the truck's capacity.  ****** is once again out of the loop on what's going on in this case.  Additionally, it would have been nice if the *** explained this to me since it's basic info)) will not be delivered cross country in the same small Box truck, but rather consolidated onto an 18- ******* with other shipments destined to that final destination.
  
  In addition to that, drivers cannot receive phone calls while driving for safety reason, as per *** regulations ((for one, there is more than one man in the truck. Passengers in the truck can communicate.  For two, even if only one man, text messages would have been fine, even if they didn't answer me until they were stopped for a break))  
  
  This has all been clearly explained to the shipper by the assigned Account Mgr. ((No, it has NOT at the time of my making this complaint. Yesterday however, I received an email from ********* at least giving me the driver's phone number, which I promptly thanked for her efforts, and which contradicts ******* logic from above regarding the *** regulations excuse)) Therefore, it is not that calls or emails are being ignored, but rather that the shipper assumed that filing a BBB would alter a logistics process that has been in place for many years ((Now you can speak for what goes on in my mind.  Beautiful.  Take no responsibility for not giving me the above basic info while ignoring emails/calls, lie about me being told the above, blame the customer, and to top it off, tell me what's going on in my mind.  That level of arrogance and apathy deserves a slow clap.  It's very impressive.  All of this could have been avoided with a rep simply replying to my email, and rather than saying they're trying to get the driver's number, or ignoring follow *** altogether, simply stating "hey there are *** regulations that don't allow that, but don't you worry, you don't have to be glued to your house.  The driver will contact you will MORE than enough time to be ready for the shipment."  That's it! Simple.  End of problem.  I don't expect a company to bow down to unreasonable customers, but my expectations on this were very reasonable.  All I wanted was a phone number so I'm not glued to my house for "up to 22 days", reasonable responsiveness (I had that but it ended once the items were picked up) or an explanation on why I couldn't have it.  My assumptions were that the apathy and runarounds I received were a company culture that comes from the top, and it's allowed because there are no consequences in non responsiveness, wrong info, no info, etc.  ****** just confirmed it.  I won't even get into how ********* at *** contacted me via email on the 6th asking me to confirm that I will be home on the 5th (yes, back in time) to receive the **** mile shipment (which takes many days to travel **** miles), otherwise they can't pick up the shipment, even though the shipment was ALREADY picked up the day before on the 5th, and when I worried their one hand didn't know what the other hand was doing, I replied explaining this pleading for a reply, no reply even though it was well within the business day.  So I emailed all 3 *** reps ********** / ******* / *********), no reply.  So then next day I called ********* on the phone, no answer, no call back.  The reps not only have no idea what's going on but they don't care either because mgmt allows the apathy.  At my job, if we are unresponsive to a client we'd be tapped on the shoulder and there'd be consequences, so it's easy to spot when reps have no consequences for apathy))

  ((So, you can close this out if you like.  As mentioned I have the phone number despite ****** claiming *** regulations don't allow it.  That's all I wanted.  That, or an explanation on why I couldn't have it with assurances I wouldn't miss the shippers.  This was all done out of consideration to the drivers by the way, the opposite of the spirit of being difficult.  I know they won't just leave if I'm at work, but I did not want to inconvenience the drivers after their mammoth drive with waiting at my house for hours since I didn't know in advance enough to take the day off.  A few words of basic info out of the rep's ***** would have averted this concern.  Instead, here we are))
  
  

   

  Business response

  12/13/2023

  
  This will be our 2nd and final response. If the shipper read our initial response carefully, he would have noticed that we said; In addition to that, drivers cannot receive phone calls while driving for safety reasons, as per DOT regulations. Once the shipment has been loaded on the 18-wheel tractor trailer destined to that region, the driver will contact the shipper 24 to 48 hours prior to delivery and then the shipper will have that drivers contact info.
  
  We are glad that the shipper has been informed of the assigned drivers name and contact info, just as we said would happen  in our previous response. Thank you.
  
  
  
  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used International Van Lines to move from ********** to *************. My items were picked up on 8/21/23 and they were delivered 9/7/23. The job # is C4506236. I am writing this review to (1) warn people of a predatory business and (2) attempt remediation for a charge that was $3,446 over the initial quote.ISSUE (1): Our quote for the move was $10,630. The actual cost was $14,080. We are looking for financial compensation.We did a virtual walk through of our home with IVL to receive a quote. They knew it was a 3-bedroom home and they looked at everything in the home to make the quote of $10,634. When the movers actually arrived, they hardly walked through the front door and said that the quote was way too low for a 3-bed home, and the total is more likely $14,000 minimum based on their experience. We were very upfront about what items we had at the time of the walk-through, we didnt buy anything new, and we feel that a large company preyed upon us to get our business by changing the amount at the last minute. ISSUE (2): Significant damage and broken items.A dresser, a table, and numerous dishes were broken. I had a heavy duty ********** box with a big fragile sticker and the box was literally fractured open right through the fragile sticker. I have submitted this claim and I am not looking for further financial compensation I just want to warn others of the way their belongings will be treated.ISSUE (3): Incorrectly delivered boxes Two large boxes were delivered to our house that did not belong to us. I notified them of this on 9/13 and this was not resolved until 11/14. We were told to repack one of the boxes for the other customer, pay to print the shipping labels ourselves, and then carry these huge heavy boxes to the *** store to ship. It felt very unprofessional.

  Business response

  12/06/2023

  We are responding to this matter forwarded to us by the BBB. Along with this response we have included a copy of the moving estimate that the shipper (***********************)agreed to prior to signing.  Along with this response we are also including October 5 email correspondence our that our CS mgr. sent the shipper (***********************) regarding the account review she had completed after delivery.There, she painstakingly shows the shipper the original estimate that was agreed upon consisting of 205 pcs / **** cf. (as per the moving estimate that we also included in this response), vs what was actually picked up from their residence. From the email you can see she breaks the review down by boxes and additional items and states that the 320 cf. overage charge was justified.  
  On the signed estimate we have highlighted where it states I large font, 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".
  
  Therefore,the shipper was charged accordingly at the per cf. binding price on the estimate. As mentioned previously this communication was between the shipper (******) and our CS ***** mgr. on October 5, so the complainant must not have been advised by their significant other of the results of the account review.
  
  In regard to the  1 box & 1 tote that were misdelivered to this shipper, in the end we sent them the labels and our CS **** mgr. instructed just to hand over to their regular mail carrier. Please see Nov. 14 email sent to the shipper that weve included.
  
  Finally, this shipment was PBO (Packed By Owner)  and as the complainant mentions they have already filed their claim, which will be addressed at the level of valuation opted for by the shipper. Thank you
  
  
  
  

  Customer response

  12/08/2023

   
  Complaint: 20964387
  
  I am rejecting this response because: my initial estimate had 14 duffel bags listed. When the movers came, they said it would be easier to carry if they were in boxes. They then proceeded to put only 2 duffel bags per large wardrobe box. This was VERY inefficient with tons of empty space around these bags. Our initial estimate had 28sqft allocated for 14 duffel bags. The final count had 7 wardrobe boxes at 105sqft! 105-28sqft = 77sqft * $9.5 = $731.50 purely due to the way they elected to carry the bags out. 

  I have no idea what you mean by 4 sofas. I have 1 sofa. When the movers arrived they said it was bigger than they expected (even though it is only a 3 cushion couch). They were going to mark off that it was larger and took up more space. I have 2 large armless chairs (not sofas) and 2 chairs with arms. But these were already documented in the list.

  The bottom line for any reader shopping for a moving company - don't get lulled into a false sense of security by the video walkthrough. They will intentionally give you a quote that is better than expected and then up-charge at the end due to a low-ball quote. I had a lot of other quotes that were more accurate with smaller companies. I now feel badly that I didn't go with the smaller, more honest, company that would have likely provided better service overall. I have done 2 large moves with other companies in the recent past and never dealt with anything like this. I think it would be at least fair to compensate the empty space in the wardrobe boxes due to the poorly packed duffels as indicated above (amounting to $731.50). 

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

  Business response

  12/12/2023

  This will be our 2nd and final response. As mentioned in our previous response, our assigned Account Mgr. sent the results of the Account Review on Oct 5 to *********************** (the shipper) and there was no dispute back then. Now over 2 months later the shippers significant other is filing this complaint. The best we can do at this point, in an effort of good faith is to have the same Account Mgr. re-pull the agents shipping documents and video to look for any discrepancies again. We will have our Account Mgr.contact the shipper with their findings. Thank You. 
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩