Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/27/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was not transparent at all that they were only a broker and not the actual movers. I did not find out that they were not moving my items until the moving company that they chose to move my items showed up. The moving company that they chose then proceeded to tell me that the broker had grossly underestimated my cubic footage needed, then the mover broke contract by loading all of my items and then telling me that I was going to owe double the estimate. Unfortunately I had no choice but to continue with the process as I had to be out of my domicile on that day. Although the company was able to get the movers to give me a very small portion of the money I paid them back, they were very unhelpful in assisting me with a time frame of delivery, the recovery of Lost / stolen goods, and the fact that the company they chose to move my items is completely fraudulent. They were also severely lacking and communication. Often completely ignoring my calls, texts and emails. I believe they should be held responsible for hiring the movers that resulted in my items being delivered 40 days late, several of my totes being missing, and damaged goods.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a deposit for services in the amount of $738.00. I found a better price and immediately called this company back for a refund. They told me its no problem, they can offer me a full refund within 72 hours. It had only been about 6 hours. I have in writing that they were issuing my refund. It had been over a month and I still have not received it and my calls are now being ignored by the supervisor who I was working with.

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a moving pickup for 7/21/24, from *********, ** to **********, for $2385. I chose this company because they told me the shipment would arrive in 5-7 days. It took 28 days. They are a broker and ensured me that they use well-established, reliable trucking services that have strong positive reviews. That was not true. They just took my money, ignored my calls, and was unhelpful in giving me any answers as to why my load had not arrived. I had a tracking device in a box and found that my items were piled high outside for three weeks in ***************. (See Pictures)They advertise that, "We will be with you every step of the way to insure a seamless relocation". That was a lie. Several false promises and vague excuses is all they offered. The contract states they will "act on behalf of the customer in resolving any claims or delay." (See contract page below) They didn't ever give me any reason for the delay. Furthermore, they refused to offer any monetary compensation for the inconvenience, delay, and the poor choice they made in recommending a corrupt moving company.

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Interstate Freight Shippers on July 26, 2024 to move my things from ** to **. They gave me a two-day window for pick up from July 29 to July 30. My lease ended July 31 at 6:00 PM. They told me they would call me Sunday, July 28 to confirm whether they would pick up on Monday the 29th or Tuesday the 30th and at what time. They did not call on Sunday the 28th. I called them on Monday the 29th and they said they would call me back. They did not call me back until Tuesday, July 30 and said they would pick up between 5 PM and 9 PM on Tuesday the 30th. At 8:00 P.m. they texted saying they would pick up Wednesday the 31st between 11:00 and 4:00. I told him that it would have to be before 2:00 because if there were any further delays, I would need to make other arrangements. They reiterated the 11 to 4 window. I called them on Wednesday at 12:08 PM to say that I was making other arrangements and wanted my deposit back. They told me that the deposit was nonrefundable unless canceled within 72 hours of the booking, but I did not have the opportunity to cancel in that timeframe because 72 hours after booking, I was still under the impression that services would be rendered. The company reiterated that movers would arrive between 11 and four. Movers never arrived on Wednesday at all. Deposit of $888.50 was collected with no services rendered. I contacted both the manager on the phone and the management team via email, and they both refused refund.

  Business Response

  Date: 08/09/2024

  Thank you for taking the time to submit your complaint regarding your recent experience with Interstate Freight Shippers. We genuinely apologize for the inconvenience and frustration this situation has caused you. We want to address your concerns directly and provide clarification on the events leading up to this issue.
  
  **Timeline Clarification:**
  
  1. **Initial Booking and Deposit:** You hired Interstate Freight Shippers on July 26, 2024, with a two-day window for pickup scheduled between July 29 and July 30.
  
  2. **Communication Delays:** We acknowledge that there was a delay in communication on our part, which caused uncertainty regarding the pickup timing. We sincerely apologize for not providing timely updates as promised.
  
  3. **Rescheduled Pickup:** On Tuesday, July 30, our team communicated that the pickup would occur between 5 PM and 9 PM. Unfortunately, due to unforeseen circumstances, the pickup was rescheduled again to Wednesday, July 31, between 11 AM and 4 PM. We understand that you requested a pickup before 2 PM due to your lease ending, but the movers were unable to arrive within that timeframe.
  
  4. **Cancellation and Deposit:** On July 31 at 12:08 PM, you informed us that you were making other arrangements and requested a refund of your deposit. We reiterated that the deposit was non-refundable unless canceled within 72 hours of booking, as stated in the contract you signed. Additionally, its important to note that cancellations are not possible for bookings made with a move date within 10 days of the first available pickup date, as was the case with your booking. We understand your frustration, especially since the services were not rendered as expected.
  
  **Our Position:**
  
  While our contract clearly states that the deposit is non-refundable unless canceled within 72 hours of booking, and that cancellations are not allowed for moves scheduled within 10 days of booking, we acknowledge that the delays and communication issues on our part significantly impacted your experience. We regret that the movers did not arrive within the agreed-upon window, leading to further inconvenience for you.
  
  Thank you for bringing this to our attention.
  
  Best regards,  
  Interstate Freight Shippers

  Customer Answer

  Date: 08/20/2024

  I was able to recoup my losses by reporting the charge to my bank. I do not find Interstate Freight Shipping's response to be adequate, but do not wish to continue communicating with them because they have made no good faith effort to resolve this in a way that is satisfactory, only repeated that the deposit is non-refundable. I think that any reasonable person would assume that a non-refundable deposit means that cancelling the service renders the deposit non-refundable, however, if the business does not follow through on their part of the contract, which stated a pickup on Monday or Tuesday, the deposit should be refundable because this was the window agreed to in the contract. Moving is time-sensitive. Interstate Freight Shippers asked me to be endlessly flexible. When I informed them on August 8th that I had not cancelled the service but, rather, that they had failed to arrive on Monday, Tuesday, OR Wednesday at any of the timeslots they provided, they responded on August 9th asking me again to reschedule a pickup "at the earliest convenience". This was nine days after my lease ended, and a week after I had already moved. It is not reasonable to expect a person to be able to move at any time as I legally had to vacate my residence on August 31, at 6:00 pm. It is certainly false advertising and borders on fraud for Interstate Freight Shippers to collect a non-refundable deposit, not show up in the agreed upon time frame, not show up in the rescheduled time frame, and still refuse to refund the deposit. Thankfully, my bank had my back, but ever since they collected my deposit, every communication from Interstate Freight has been a slap in the face of their clientele.  

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22087510
  
  I am rejecting this response because:

  I was able to recoup my losses by reporting the charge to my bank. I do not find Interstate Freight Shipping's response to be adequate, but do not wish to continue communicating with them because they have made no good faith effort to resolve this in a way that is satisfactory, only repeated that the deposit is non-refundable. I think that any reasonable person would assume that a non-refundable deposit means that cancelling the service renders the deposit non-refundable, however, if the business does not follow through on their part of the contract, which stated a pickup on Monday or Tuesday, the deposit should be refundable because this was the window agreed to in the contract. Moving is time-sensitive. Interstate Freight Shippers asked me to be endlessly flexible. When I informed them on August 8th that I had not cancelled the service but, rather, that they had failed to arrive on Monday, Tuesday, OR Wednesday at any of the timeslots they provided, they responded on August 9th asking me again to reschedule a pickup "at the earliest convenience". This was nine days after my lease ended, and a week after I had already moved. It is not reasonable to expect a person to be able to move at any time as I legally had to vacate my residence on August 31, at 6:00 pm. It is certainly false advertising and borders on fraud for Interstate Freight Shippers to collect a non-refundable deposit, not show up in the agreed upon time frame, not show up in the rescheduled time frame, and still refuse to refund the deposit. Thankfully, my bank had my back, but ever since they collected my deposit, every communication from Interstate Freight has been a slap in the face of their clientele. 
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I transferred my car from ******** to ******* -December 2023.For this reason I paid a deposit of $ 286 to the above company. They said the deposit will be paid back after 6 weeks but never happened. Money was transferred by ************** The person who received the money was ***********************************.I tried to call but never answered. Left multiple messages.Of course the car was transferred in good condition but we paid another money for the transfer.Please help me to get my deposit back.Thank you so very much,***********************

  Business Response

  Date: 03/21/2024

  Dear ***********************,
  
  We regret to inform you that your complaint has been filed against the wrong company. We have no record of you being a customer of ours, nor do we possess any information regarding your auto transport. If you believe you have contacted the correct company, please provide us with the agreement that authorized us to accept your deposit. Without this documentation, we are unable to accept any payments.
  
  Additionally, all of our employees have email addresses ending with @interstatefs.com, and after thorough search, I am unable to find any record of your correspondence within our system. Furthermore, we do not have any employees with the email address *****************.
  
  For further assistance, please reach out to our *************************** at *************************************************************.
  
  Sincerely,
  
  Interstate Freight Shippers

  Customer Answer

  Date: 03/21/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 13,2024 we made a deposit od ******** to Interstate for our move from ******* to *********, but then they tried to raise the price on us to over ******* telling ** that we needed over 900 cubic feet...not but then the sale fell thru.. and we tried explaining this to **** the quality control manager... and he said that no refunds will take place until they "sell" that space on the truck...that is holding our deposit hostage and now they will not even speak to us!!!

  Business Response

  Date: 02/26/2024

  We at Interstate Freight Shippers understand that unforeseen circumstances can arise, such as your buyer backing out of the purchase of your home. In response, we have placed your move on hold for up to 12 months from the original moving day to accommodate any changes in your situation.
  
  Regarding the cancellation process, we appreciate your cooperation in adhering to the procedures outlined in our paperwork. As stated, all cancellations must be submitted in writing to ********************************** At this time, we have not received any communication from you regarding cancellation.
  
  Rest assured, the original amount of space allocated for your move remains available. We are currently reviewing all the information provided and are committed to finding a satisfactory resolution for you. Thank you for your patience and understanding as we work through this matter together. If you have any further questions or concerns, please don't hesitate to reach out to us.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21315076
  
  I am rejecting this response because:We spoke to the director of quality asurance and customer service,and he told us that we would recieve refund when the datefor our spot was sold... and we have not heard back from him...he hung up on us... and we have thus read several reviews that this company has sone this to other people as well
  
  Sincerely,
  
  **** Or ***********************

  Business Response

  Date: 03/05/2024

  I'm truly sorry to learn about the difficulties you've encountered with Interstate Freight Shippers. Your situation seems quite challenging. To address this effectively, I recommend documenting all communication attempts and assembling any pertinent paperwork. Additionally, try reaching out again, adhering to the correct response method outlined in your paperwork.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21315076
  
  I am rejecting this response because: we were assured that we would recieve a refund as soon as the spot on the truck was sold... not having to wait a whole year!!!! we want our ******* back this company is just a broker, selling space and hiring other moving companies to do the work for them!!! They do not have their own trucks, they are third party service, !!!!! That is why their contract says cancel with in 48 hours after signing!!!! so that you are trapped in their contract!!!!! if something happens you are screwed!!! you should be able to call and cancel at anytime!!!!!
  
  Sincerely,
  
  **** Or ***********************

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Simple 1 bedroom move that Interstate Freight Shippers LLC quoted at $2,997, pick up date on 7/16/23. Did a video call of all Inventory and was assured multiple times that if there are no additional items, the price will not change. The Binding Estimate I was given broke down the entire move, total volume, fuel charges, inventory, etc. On move day the moving company that they had brokered the deal out to, ******** Trans showed up 3 hours late. Was told to sign several forms to make sure it was going to the right location, which were later filled out illegally by the mover, including the Bill of Lading and Inventory. After everything was moved into the truck (with the same inventory discussed), I was told that new cost of my move was $9,267. More than 3x the initial agreed upon price.I was initially quoted 423 Cu. Ft of space needed by Interstate Freight which seemed reasonable, but the movers said I needed 800 Cu. Ft. I moved the exact same inventory myself prior with a 208 Cu. Ft. U-Haul (minus a couch). Was additionally charged $1,000 for Packing ****************** $400 for Bulky Articles Handling, $2,000 for a Long Carry, and $3,000 more for the additional space/fuel needed. Also was told that they needed a Cashiers Check for the total amount that day of $7,233, rather that the agreed upon $962 that Interstate Freight had assured me of multiple times.Throughout the move I made over 50 calls to both companies, while my items were being held hostage. Eventually I was told mistakes were made and ******** took off $2,293 in false charges. When my items were delivered on 8/8/23, only 1/3 of the moving truck was used (clearly not 800 Cu Ft.) and literally every item was broken. All boxes were smashed, TV shattered, entertainment center kicked in, dressers scratched, sticky tape adhesive melted all over every couch cushion. Made a Damage Claim to MovingClaims.net (who I was referred to by ******** Trans) and was offered $104 for all the damages.

  Business Response

  Date: 02/26/2024

  
  I'm terribly sorry to hear about the challenges you encountered during your recent move with ******** Trans. It's clear that the experience fell far short of what you were initially quoted and expected, and I understand your frustration with the discrepancies between the agreed-upon price and the final charges, as well as the condition in which your belongings arrived.
  
  As you correctly pointed out, Interstate Freight Shippers operates as a broker, facilitating the connection between customers and carriers like ******** Trans. While we strive to partner with reputable carriers and ensure smooth transitions for our customers, we deeply regret that your experience did not meet these standards.
  
  Your account of the situation highlights several concerning issues, including the unauthorized changes in pricing, discrepancies in space requirements, and the mishandling of your belongings resulting in significant damage. Please know that we take these matters very seriously, and we are committed to assisting you in resolving them to the best of our ability.
  
  I want to assure you that we will fully support any efforts to address the issues with ******** Trans and seek appropriate recourse for the overcharges and damages you suffered. We will work diligently to ensure that your concerns are addressed and that you receive fair compensation for the inconvenience and damage caused.
  
  Additionally, please be informed that we have taken the necessary steps to discontinue our partnership with ******** Trans due to issues similar to the one you experienced. We are actively seeking alternative carriers to ensure that our customers receive the quality service and reliability they deserve.
  
  Please let us know how you would like to proceed, and rest assured that we are here to advocate for you every step of the way.
  
  Sincerely,
  Interstate Freight Shippers LLC

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21301458
  
  I am rejecting this response because:  Its unacceptable and negligent. I was assured by your company that the price would not change if the items and services discussed did not change, both in writing and verbally.  Your company fell completely and utterly short of what was promised, regardless of who you brokered the move out to.

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

  Business Response

  Date: 03/21/2024

  I understand your decision, and I want to assure you that we take your feedback seriously. We are committed to ensuring that our customers receive the level of service they expect and deserve. Rest assured, we have taken steps to address the issues you've raised, and we are no longer working with the carrier involved in this incident. If there's anything else we can do to regain your trust or assist you further, please don't hesitate to let us know. Your satisfaction is important to us, and we appreciate your business.

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i booked a move from ******* to **. A deposit was taken. $700 dollars plus. on the day of the move, no call no show

  Business Response

  Date: 08/30/2023

  Dear *********************************,
  
  We sincerely apologize for the inconvenience caused by our inability to complete your move. We understand the frustrations this has caused you. As you requested, a refund has been processed and the funds have been sent to you.
  
  Best regards,
  Interstate Freight Shippers

   

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20511841
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I declined to use this moving company after paying a deposit. The original quote was much less than the quote given after the deposit was paid. Nevertheless, I never signed any contract & the company is refusing to give me my deposit of $3048.65 back. There's no evidence of me signing & emailing to them any such binding contract. They emailed me 2 estimates that at the botttom of the page are a typed stamp that says I signed, but this was never done & there's no esignature. No services were provided, therefore this deposit should be reimbursed.

  Business Response

  Date: 08/21/2023

  Dear ********,
  
  Thank you for bringing this matter to our attention. We at Interstate Freight Shippers take all concerns seriously, and we are committed to providing an exceptional customer experience. Your complaint regarding the deposit refund has been thoroughly reviewed, and I would like to address your concerns.
  
  1. **Estimates vs. Final Quote**: As previously mentioned, our initial estimates are often based on the information provided at the time of inquiry, and the final quote may differ. We strive to be transparent in our communication.
  
  2. **Deposit and Contract**: After a careful review of our records, we found that a binding estimate was electronically signed by you, and the ** address used for the signature has been recorded. This binding estimate serves as a contract and outlines the terms, including the non-refundable deposit.
  
  3. **Refund Policy**: As per the signed binding estimate and our company's policy, the deposit covers administrative costs and reservation of resources, making it non-refundable.
  
  I understand that this situation may be frustrating, and I assure you that our team has acted in accordance with the agreed-upon terms. If you believe there has been a misunderstanding or have any additional information, please feel free to provide details so we may further investigate.

  Should you wish to discuss this matter further, please respond directly to this email or contact our customer service at ********************************** Our team is committed to addressing any remaining concerns you may have.
  
  Again, I sincerely apologize for any confusion, and I appreciate your understanding of our position in this matter.
  
  Best Regards,
  
  Interstate Freight Shippers
  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20452732
  
  I am rejecting this response because: As I have repeatedly stated, I did NOT sign any such binding contract. There is NO electronic signature.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/21/2023

  
  Dear ********,
  
  I'm writing to provide clarity regarding the matter of the signed binding estimate.
  
  As stated before, you electronically signed the documents by clicking a button stating that you agree to the terms and conditions of the binding estimate. This action required you to enter your name and email address. The process created an electronic record that included the ** address from which you signed the documents. This ** address is associated with your system and is evidence of your agreement with the terms.
  
  I have previously sent you the information showing the ** address that you had signed the e-documents from, and our records also indicate that you accessed another document that we sent. An electronically signed document is a legally binding agreement and will be upheld in all aspects.
  
  We at Interstate Freight Shippers have proof that all the documents were signed by you at your ** address. Our team operates with integrity and transparency, adhering to all legal and ethical standards. We understand that this may be a frustrating situation, and we are here to address any further questions or concerns you may have.
  
  Please don't hesitate to reach out to me directly at ********************************* or reply to this email if you'd like to discuss this matter further.
  
  Best Regards,
  
  Interstate Freight Shippers
  

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20452732
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel like I was scammed out of my deposit. On 7/24/2924 Interstate Freight Shoppers LLC, did not explain all the details to me when I paid my deposit, on how they use different moving **mpanies to work for them with extra added on details to their process prior to doing the actual move. I talked to ***** who called & left me voicemail when I was searching for moving quotes. ***** did not tell me they have different moving **mpanies to work for them & the movers they sent to do this move for me, work for a ** by the name JVA Transportation LLC. These movers drove to my storage unit in a truck that was at 20 ft or larger & they wanted me to sign a separate **ntract beside the **ntract I had already signed with Interstate Freight Shoppers LLC, with no estimated amounts pre-filled on this **ntract & they also advised me that all of my furniture, along with 30 boxes needed to fit in only 330 cubic sq ft of this big truck & all the space that my furniture & belonging **me over will add & increase my original total estimated balance. They didnt even have all of my furniture wrote down on this blank estimate **ntract, so this let me know the remaining bal was already going to be higher than the estimate! The movers said they would need to keep all of my furniture for 3-5 bus ************** tell me where they would be keeping my furniture & all my boxes stored. ***** & no one from this ofc has not yet returned my call as of today 7/31, in order for me to be refunded my deposit of $932 back, since I did not use their service!

  Business Response

  Date: 08/07/2023

  Dear ***,
  
  We are sincerely sorry to hear about your unsatisfactory experience and for the confusion that led to your distress. At Interstate Freight Shippers LLC, our goal is to provide transparency and ease in the moving process, and it is clear from your feedback that we fell short in your case.
  
  As clearly stated in our paperwork and on our website, we are a moving broker, not a carrier. This means we coordinate with various moving companies to ensure your move is executed. However, we acknowledge from your feedback that this may not have been sufficiently explained to you, leading to surprise and frustration. 
  
  We regret the miscommunication regarding the cubic feet calculation and storage details, and we apologize for the blank or incomplete contract provided by JVA Transportation LLC. These issues should not have occurred, and we understand that they caused confusion about the total costs of your move.
  
  We deeply regret any unresponsiveness on our part. All customer calls should be returned in a timely manner, and it is unacceptable that you did not receive the prompt service you deserved.
  
  Again, we apologize for the inconvenience this has caused you and appreciate your feedback. It is valuable to us as we continually strive to improve our service.
  
  Best regards,
  Interstate Freight Shippers
  
  

  Customer Answer

  Date: 08/07/2023

  Hello, I am still waiting for my refund for deposit of $932, for service that I did not receive! 
  

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

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20403720
  
  I am rejecting this response because, I am still due for my deposit refund in the amount of $932 for the moving I did not receive from your movers, who tried to get me to sign another blank contract, that was attached to the original contract I signed with one of your Brokers Representatives *****! Please refund my deposit! 

  Sincerely,

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

  Business Response

  Date: 08/21/2023

  Dear ***,

  I regret to hear that you are dissatisfied with and have rejected the response we provided. Please be assured that our system never sends blank forms; it has safeguards in place to prevent this. In accordance with our signed binding estimate, the cancellation policy is explicitly stated. It requires that all cancellations must be submitted in writing within a specified time frame, and unfortunately, this procedure was not followed in this case.

   

  Interstate Freight Shippers