ComplaintsforInterstate Direct Movers, LLC

• Initial Complaint

  10/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I engaged Interstate Direct Movers on 8/11/2022 to handle a move from *******, ** (9/9 pickup) to ******, ** (9/21 delivery). In addition to the move, we paid an extra $2,500 for a full pack of all of our belongings. Upon delivery in ******, we realized they had not taken any proper care with packing - for example, free weights were put into a box with a glass vase, with no sort of protection. A lamp was put top-down into a box with a blanket. A standing desk had a piece of cardboard wrapped around it, and that's it. They also used tape to secure a number of items (again with no packaging), which left residue all over many items. My complaint is - we paid for an additional service (a full professional pack) and did not receive that. I have requested a refund of the full pack ($2,500) and Interstate Direct Movers has been uncooperative. They have said my only course of action is submitting a claim for damages (60 cents per pound). This is not a case of damage/wear + tear to be expected in a move; it is a job that was executed very poorly and then resulted in damage. Additionally, IDM failed to provide a proper inventory list as requested. Instead, they told us that we just had to trust that all of our things would be kept together. We have already noticed some things are missing, + I am sure there are others we haven't noticed yet.

  

  Business response

  10/24/2022

  IDM COMPLETED THIS CUSTOMERS MOVEAND WHEN OUR MOVERS WERE AT THE **** DOING THE FULL PACK, THE CUSTOMER KEPT TELLING THE ********************** THAT SHE NEEDED MORE TIME TO GO THROUGH ITEMS BECAUSE THEY WANTED TO TAKE ITEMS WITH THEM IN THEIR VEHICLE.THE MOVERS WERE TOLD SEVERAL TIMES NOT TO PACK CERTAIN ITEMS IN THEIR MASTER BEDROOM BECAUSE THE CUSTOMER NEEDED TO GO THROUGH THEM WHICH SLOWED DONE THE PROGRESS OF THE MOVERS. WITH REGARDS TO THE INVENTORY OF THE CUSTOMERS ITEMS, THERE WAS TWO INVENTORIES DONE. IVE ATTACHED INVENTORY SHEET. ALSO THE MOVERS DID A BOX COUNT AS WELL. FURTHERMORE, WHEN THE CUSTOMER RECEIVED THEIR ITEMS AT THE DELIVERY ADDRESS, THE CUSTOMER WAS INCREDIBLE HAPPY AND HAD NO COMPLAINTS AT ALL. I THEN RECEIVED SEVERAL CALLS/EMAILS FROM THE CUSTOMER (*********) ASKING FOR DISCOUNTS ON THE MOVE BECAUSE OF DAMAGES. I TOLD THE CUSTOMER (*********) THAT THERE WAS A PROCEDURE FOR DAMAGES AND THAT SHE NEEDED TO TAKE PHOTOS AS WELL AS FILL OUT OUR CLAIM FORM. THEN SHE SAID "I WAS NOT HAPPY WITH THE PACKINGOF ITEMS." I TOLD ********* THAT THERE WAS A ******* ON THE *** AND THAT WHY WAS THIS NOT MENTIONED AT BOTH PICK-UP & DELIVERY--WHICH SHE SIGNED OFF OF THE DAMAGE WAIVER FORM!! ********* SAID SHE WANTED TO SPEAK TO A MANAGER TO RECEIVE A DISCOUNT FOR A MOVE THAT WAS ALREADY COMPLETED. IDM HAS A CLAIM POLICY FOR DAMAGES, AND WE JUST CAN'T REIMBURSE BECAUSE SOMEONE WANTS TO RECEIVE A DISCOUNT. AGAIN, WE NEED TO PROCESS A CLAIM FORM WITH ANY DAMAGE ITEMS INCLUDING PICTURES OF THE DAMAGE ITEMS, OTHERWISE WE CANNOT PROCESS THIS COMPLAINT.

  MANAGEMENT

  Customer response

  10/29/2022

   
  Complaint: 18222257
  
  I am rejecting this response because:

  
  

  Although I have many issues with how the move was handled overall (all of which were brought up with the business as they occurred), + the business' account of events in their response is inaccurate - the real issue at hand here is that I paid $2,500 for a professional, full pack, and did not receive it. The "pack" job performed was completely careless and negligent. I would love to know if the business stands by their work - for example, putting a glass vase in a box with free weights and no padding? A lamp, shoved top-down, in a box with only blankets? Is this the professional standard of packing? I do not think so. If you asked anyone to pack a box, there is absolutely no way they would have handled it in the fashion IDM did. Their work was sloppy and careless. To their point of why I didn't bring anything up sooner - there was no way for us to supervise each box being packed - how would I have known at the time that they were not following proper protocol? Isn't that to be expected from a moving company? I raised my concerns as SOON as I started to unpack boxes. 

  
  

  In summary: we paid for a professional full pack + did not receive a professional full pack. It is not about receiving a discount on the move after the fact - it is the fact that I paid for a service I did not receive. 

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

  

  Business response

  11/02/2022

   

   

  I reject this customers complaint. I feel the only time this customer had any issue was when the move was completed and the customer wanted a discount on the move. IDM was quick to respond to the customers damages which were few considering our moving staff packed over 30 bottles of wine and there was not one that was damaged. I believe this customer only wants to get a discount because they refused to fill out complaint form which is IDM' policy. 

  Again, IDM COMPLETED THIS CUSTOMERS MOVE AND WHEN OUR MOVERS WERE AT THE **** DOING THE FULL PACK, THE CUSTOMER KEPT TELLING THE ********************** THAT SHE NEEDED MORE TIME TO GO THROUGH ITEMS BECAUSE THEY WANTED TO TAKE ITEMS WITH THEM IN THEIR VEHICLE.THE MOVERS WERE TOLD SEVERAL TIMES NOT TO PACK CERTAIN ITEMS IN THEIR MASTER BEDROOM BECAUSE THE CUSTOMER NEEDED TO GO THROUGH THEM WHICH SLOWED DONE THE PROGRESS OF THE MOVERS. WITH REGARDS TO THE INVENTORY OF THE CUSTOMERS ITEMS,THERE WAS TWO INVENTORIES DONE. IVE ATTACHED INVENTORY SHEET. ALSO THE MOVERS DID A BOX COUNT AS WELL. FURTHERMORE, WHEN THE CUSTOMER RECEIVED THEIR ITEMS AT THE DELIVERY ADDRESS, THE CUSTOMER WAS INCREDIBLE HAPPY AND HAD NO COMPLAINTS AT ALL. I THEN RECEIVED SEVERAL CALLS/EMAILS FROM THE CUSTOMER (*********)ASKING FOR DISCOUNTS ON THE MOVE BECAUSE OF DAMAGES. I TOLD THE CUSTOMER (*********) THAT THERE WAS A PROCEDURE FOR DAMAGES AND THAT SHE NEEDED TO TAKE PHOTOS AS WELL AS FILL OUT OUR CLAIM FORM. THEN SHE SAID "I WAS NOT HAPPY WITH THE PACKINGOF ITEMS." I TOLD ********* THAT THERE WAS A ******* ON THE *** AND THAT WHY WAS THIS NOT MENTIONED AT BOTH PICK-UP &DELIVERY--WHICH SHE SIGNED OFF OF THE DAMAGE WAIVER FORM!! ********* SAID SHE WANTED TO SPEAK TO A MANAGER TO RECEIVE A DISCOUNT FOR A MOVE THAT WAS ALREADY COMPLETED. IDM HAS A CLAIM POLICY FOR DAMAGES, AND WE JUST CAN'T REIMBURSE BECAUSE SOMEONE WANTS TO RECEIVE A DISCOUNT. AGAIN, WE NEED TO PROCESS A CLAIM FORM WITH ANY DAMAGE ITEMS INCLUDING PICTURES OF THE DAMAGE ITEMS, OTHERWISE WE CANNOT PROCESS THIS COMPLAINT. 
  MANAGEMENT

  Customer response

  11/03/2022

   
  Complaint: 18222257
  
  I am rejecting this response because:

  I am happy to forward all communication (email, text, proof of phone calls) re: our concerns raised throughout the timeline of the move - including the first day of the move, the second day of the move, the day the move was to be delivered, and as we unpacked.

  
  Again, there was no way for us to see the poor packing job until we... unpacked? It's great that some items weren't damaged (that would be the goal, right?) - but the fact that they did not follow proper packing procedures does not change. Perhaps it was one team member who did things especially well or especially poorly? We were unable (nor should we have to) supervise each team member. We trusted IDM to perform a full professional pack, + they did not. Again, I'd love to know if the company would recommend or stand by the packing job they did. Happy to provide more examples. 
  
  Sincerely,

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

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their movers damaged or destroyed multiple items while in their care. When I went to file a claim for reimbursement of the broken items I was pointed to a line item saying the max ****** is $.60 per lb. of broken item.This was never explained in any way, shape, or form. It is on their contract, but it's presented in a way that's not understandable. I would never entrust our possessions to someone for that ******. Based on their calculation that valuation of ALL our personal possessions is (roughly) $16,200. For perspective, we have those exact same personal items insured for $620,000.There were multiple issues that occurred (bait-and-switch, poor service, incomplete work). However, failure to fairly reimburse for items they damaged is beyond acceptable. I don't know any prudent person who would knowingly entrust valuable possessions to a company with no incentive to keep them safe!Bottled water is more than $.60 per lb!

  

  Business response

  01/26/2022

  To Whom this concerns, 

  Interstate Direct Movers always informs the customer that the basic insurance applies durring a move. Also, the basic insurance limits of .60 cents per lb per article is also listed on Interstate Direct Movers Website under Consumers Rights, the basic insurance is listed on the Estimates, the basic insurance is listed on the Order Form that has an E-signature and lastly, it is listed on the Main contract that the customer ***** ******* Please refer to signature on the main contract attached in the lower left corner where ***** ****** his rights to have the full value insurance. When ***** said there were some damages, we sent him the claim form, however, he does not want to fill it out because he wants the full replacement value reimbursed. ***** NEVER requested the Full Replacement Value because he was trying to save money. 

  Regards,

  Management

   

   

  Customer response

  01/27/2022

   
  Complaint: 16672436
  
  I am rejecting this response because:

  
  

  "***** NEVER requested the Full Replacement Value because he was trying to save money."  Incorrect.  ***** was not trying to save money when it came to replacement cost.  ***** thought, as with past carriers, there was full replacement cost.  I didn't expect some other provision buried in the contract.  When it was first pointed out that the reimbursement cost would be $.60 / lb I immediately objected and was told "*** (sales rep) would work it out".  I was provided a separate sheet to individually list and estimate the value of the broken items, leading me to believe we had replacement cost coverage.

  I'm not debating it's hidden in the documents.  I'm saying it's not an honorable business practice.  Given the option, I would have opted for a reasonable inland marine coverage for the 2 days my items were in their possession (for $620k coverage, 2 days, and under 400 miles, it should have been about $45).  

  Just using basic reason: would anyone send valuable items knowing if broken they'd get $.60 / lb.  It would be ridiculous to knowingly send anything of value.

  
  

  It's at best deceptive.
  
  Sincerely,
  
  *************************

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