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:03/04/2025

  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.

  They are a complete joke! You tell them what you have and how much. They give you a quote and then at arrival they look at your belongings and want to charge you more. Very unprofessional customer service they also dont tell you when they load you on a box truck that it will come on a semi. The owner is rude and doesnt care. Buyer be aware, read the fine print.

  

  Business Response

  Date: 03/06/2025

  Hello we provided the estimate based the customer list of items provided to our office. Day of pick up customer used/moved additional items,Space on the truck. Customer received upon booking all the information in regards the move process/ charges / delivery information. Customer received the move information again prior loading the truck . Customer signed and approved all charges and the move terms and conditions was explained again and customer signed all paperwork. All charges were valid and we completed the move at the time frame agreed by the contract. Driver notified customer prior loading about the new estimate which customer signed prior loading . Thank you Ryan 

• Initial Complaint

  Date:01/23/2025

  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.

  Date of transaction with company: 01/08/2025 I filled out a quote to inquire about a moving company cross country. Illinois Movers got back to me after filling out an inventory list. When I say got back to me, they constantly called and texted my phone to where I had to tell them to stop calling repeatedly. Upon quote review, we agreed to use their services - I had a phone call where the representative told me that the movers would check our things upon arrival and signing off at pickup, and that no further charges would accumulate upon delivery in our final destination. Said the dispatcher would call and let us know of the pickup date. Dispatcher called after 4pm and said they would be there by 7am next morning. Movers showed up and immediately tried to tell us that we would be charged an added $4,000 due to "400 additional square footage" tacked on at a higher rate than originally quoted. This was a complete bait and switch and we immediately declined. They then called "dispatch" and rated us lower which was an additional $1,680. Knowing we had NO other options we had to agree to the payment. They then told us we needed additional boxes - tacked on another $290 All and all the total ended up going from $2,982 to $5,205 Communication was AWFUL, I called multiple times and no one would answer to tell us where our things were. Finally get someone to tell us our stuff is being delivered 1/17/25 and that it is another $650 for delivery. All of which we were NEVER told. Holding our personal possessions hostage we had to agree in order to retrieve our things after a week and a half. We have hundreds upon hundreds of dollars worth of damage to our things. Some things that are irreplaceable and we keep finding more broken items. The highest ticket items being 2 smart flat screen tvs.I filed a claim with them and have not heard one word. This company is shady and needs to take responsibility for their actions. Make things right with their customers.

  

  Business Response

  Date: 01/25/2025

  Hello I want to apologize for any misunderstanding or inconvenience in regards the move cost/process. However we completed the move at the time frame agreed and all charges were valid, Customer never called our customer service/dispatch department in regards move cost or estimate changed, Driver did spoke to dispatch to provide discount, Customer didnt spoke to anyone in our office, We provided the estimate based the customer list of items, Days of pick up driver updated the new list of items and updated the cost based the volume if the job prior loading. We do charge for additional space/ packing/ stairs / shuttle service/long carry if needed at destination, Customer signed upon booking and day of pick up all paperwork explaining the charges. Thank you Ryan 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22850160
  
  I am rejecting this response because: the reason I couldnt talk to anyone there was because no one answers your phones.
  

  Anyways, you completely ignored the fact that we have hundreds of dollars worth of damage to our things and no one has contacted us about our claim. You can go on and on about how great and wonderful you all did but that will not do anything to change how awful the experience has been. 
  

  Your company needs to compensate us for our broken and damaged items. They were in perfect working condition when they left our possession and now are trash. 
  

  

  Business Response

  Date: 01/28/2025

  All customers receiving claim instructions to their email upon booking , Last section in confirmation email, Will email customer claim instructions again to file a claim. **************** will reply what next. Thank you Ryan 

• Initial Complaint

  Date:01/20/2025

  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.

  Packing was terrible on receiving missing items and damaged items beyond repair we had to. **************** driver was VERY RUDE.

  

  Business Response

  Date: 01/21/2025

  Hello we provided moving services to this customer on 07/2023. We never received any information from customer since than. All customers items covered under the free basic liability insurance of $0.60 per pound per article, its not full replacement insurance, customer had 9 months to complete the information. We apologize for inconvenience, Ryan 

• Initial Complaint

  Date:12/06/2024

  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 had to send a letter to this company for their outright criminal activity, this is what I sent and sent it certified."This letter serves as a formal demand for compensation regarding significant damages and multiple contract violations during my recent move. I am prepared to pursue legal action if this matter is not addressed promptly:The police report from ************************* (Illinois):Officer identification of all individuals present at the storage unit Confirmation from one worker that Illinois Movers *** employed him, but admitted (on audio recording) that he in fact did not; this is falsifying a police report Documentation of property conditions in storage units, sent to me by the police, including a photo of the driver who arrived to unload my items in ********* Video surveillance:Damage to the gated structure at my new residence, both entering and exiting Photographic evidence of:Damage of personal property Audio recordings of:Driver admitting non-employment with Illinois Movers *** Driver's statement about unfamiliarity with item origins Driver's admission about storage unit operations Written communications:Original agreement with ******* regarding payment by cashier's check Text messages from various representatives claiming to be "Illinois Movers ***."Documentation of last-minute payment method changes Payment records:Venmo transaction to ***************** Public Venmo transaction history shows a pattern of similar incidents Contract violations include:Misrepresentation of services:Promised all-inclusive loading and unloading Single driver arrived unable to complete unloading My husband was forced to perform approximately 75% of the unloading work Bait and switch tactics:Contracted with Illinois Movers *** Service provided by ******************* Service Payment processed through ***************** Payment manipulation:Last-minute rejection of agreed-upon payment method Coercion through threats to withhold property

  

  Business Response

  Date: 12/08/2024

  Hello We provided moving services to this customer from ** to **. All charges were valid by the contract, We completed the move at the time frame agreed by the contract, Customer can file a claim for the damaged items, We emailed customer the claim instructions to file a claim, Claim still in process, Customer never purchased full replacement insurance, All customer items covered under the free basic liability insurance of $.60 per pound per article,(its not full replacement insurance)Customer need to read the contract terms and the move procedure again than she may understand, She received all this information upon booking and day of pick up, Customer cant change the contract terms and she signed all the paperwork needed,Customer contacted the police due trust issues or other problems she may have, However after the police contacted me I provided the officer the information where is the truck and that the truck was in transit to destination, Officer was pleased with the information and no other action required. Customer need to understand that 18 ******* full of customers goods will take several days to complete , We had other deliveries before her delivery and she received delivery after the truck arrived to **. Ryan 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22648469
  
  I am rejecting this response because: 

  I am writing to provide an updated account of my ongoing issues with Illinois Movers regarding my claim for damaged items and the lack of communication from their side.

  The claim process has been nonexistent. I submitted my claim directly through their website, yet I have received no response, despite their claims to the contrary. This has left me feeling helpless and frustrated, as I have made multiple attempts to resolve this issue.

  The involvement of the police became necessary due to the complete lack of response when I tried to reach out to Illinois Movers. I have text messages from them promising delivery on October 22nd, as well as assurances throughout the week regarding my delivery status and even a promise of a refund if my items did not arrive, which they ultimately did not.

  Furthermore, the police were not satisfied with Illinois Movers' response and are prepared to assist the ******************************** further regarding this matter. Additionally, the damage caused to my gated entry is significant and adds to my concerns.

  I have sent three certified letters to Illinois Movers, which have been forwarded around without any proper response. This behavior raises significant concerns about potential fraud, especially since a DOT truck number must be associated with a specific address and contact information. My numerous attempts to resolve these damages have gone unanswered.

  Illinois Movers claims that another company, "Absolute," is responsible for my move. However, their contract does not mention anything about outsourcing my personal belongings to another company. I was never informed about who was in possession of my items when they were transferred, which I believe constitutes theft.

  I am currently working with an attorney to investigate this company further. Upon researching their DOT number and history, it has become evident why they might be evading my attempts to communicate.

  I am including screenshots of text messages exchanged with Illinois Movers regarding the promised delivery date and time, as well as the screenshots of the certified mail receipts and the current tracking status for each of them. These documents illustrate my ongoing efforts to reach out and resolve this situation. Their failure to respond in a timely manner is unacceptable.

  Thank you for your attention to this matter.

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

  

  Business Response

  Date: 12/18/2024

  No one promised anything to customer!!! As far damaged items she need to follow the claim instructions she didnt submitted the information,she said no one respond Its impossible that claim department  didnt replied to her . Like I mentioned we completed the move by the contract and there is nothing we can do, I apologize for the inconvenience however we provided the customer all the information needed, Ryan 

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22648469
  
  I am rejecting this response because:

  Subject: Response to Your Email Regarding My Moving Experience
  
  Thank you for your response regarding my moving experience. However, I must clarify several points that contradict your assertions.
  
  Firstly, the time frame for the delivery was not honored as promised, which is evident in the text messages exchanged between us. I have documented proof showing the discrepancies in the information provided and the actual timeline of events. 
  
  I have filed three claims to address the damage to my belongings, yet I have not received any responses. Your statement that my claim is still in process is confusing, especially since I have received no communication or updates regarding these claims. 
  
  Regarding the contract terms, while I understand that they were agreed upon, the experience on the day of pickup significantly deviated from what was outlined. The price increased by $3,000 unexpectedly after loading my items, which was never communicated prior to that moment.
  
  As for the police involvement, it was necessary due to the numerous reassurances I received about the delivery timeline, which turned out to be inaccurate. My GPS tracking indicated that the truck was not where it was claimed to be, and the officer who responded confirmed that the truck was not en route as stated. 
  
  Additionally, I have photographic evidence showing the truck was not being loaded with my belongings at the time the officer was present. Instead, it was filled with items belonging to other customers, which contradicts your claim that I was the next delivery.
  
  The drivers behavior upon arrival was unprofessional and rude, and he caused significant damage to my property while attempting to navigate the delivery. My husband and I ended up doing most of the heavy lifting ourselves, contrary to the service that was supposed to be provided.
  
  Unfortunately, many of my items arrived in poor condition, including boxes infested with mold, which required medical attention due to health concerns. Despite numerous attempts to contact your company, my communications have gone unanswered, and certified letters have been returned as undeliverable.
  
  Moreover, I have serious concerns regarding compliance with *** regulations and the legitimacy of your business operations, particularly following a recent police report concerning a hit-and-run incident involving your driver.
  
  I believe it is essential for these issues to be addressed promptly, as it appears that I am not the only customer affected by these practices. I appreciate your attention to this matter and look forward to your response.
  

• Initial Complaint

  Date:11/04/2024

  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.

  Fraudulent information provided by the employees booking and all over the website. Claims that this is not a broker are all false, both parties that moved by belongings had no idea what company they were moving for. I asked them multiple times when they contacted me, nobody could tell me what company it was without looking at the paperwork because they were not working for Illinois movers. The employee I booked with simply quoted me the absolute minimum for the route to get my business, because then I was charged over $1000 more than he quoted me for the same amount of items i told him about when booking the service over the phone. Upon delivery, the company that IL movers hired to do my work (since it wasn't IL movers) was completely rude and made life significantly harder. Attempted to charge be for a "Shuttle Fee" because the person driving the truck was a novice. After arguing that I had to end up renting a storage unit, then when he arrived, I had to help him, and he charged me $100 for a "Long-Carry" since he parked far enough away so that he could claim it was too far. Since delivery, I have been contacting the customer service **** several times per week to discuss these issues with literally anyone, Its rare that anyone actually answers the phone or returns the phone call. When I have been able to talk to someone, she tells me that her supervisor "****" has been told about the issue and that she "doesn't know why he isn't calling me". I have been continuing to call with absolutely no resolution or acknowledgment by any of the employees or anyone at all. There is no way this company should have anywhere near an A rating.

  

  Business Response

  Date: 11/05/2024

  Hello Im aware about the customer move experience, However all charges were valid, All information provided to customer upon booking in regards the move terms/additional services and charges. I called customer several times with no reply, We are Illinois movers *** and by the contract we can use external carrier to complete the move, Customer went online posting bad review about the service before she spoke to me, (I appreciate all customers feedback however we will not refund anything to customers posting bad review due the fact move completed at the time frame agreed and all charges were valid)Customer called only after move completed complaining about the long carry fee, She signed day of pick up on paperwork explaining this fees if needed. Thank you Ryan 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22512289
  
  I am rejecting this response because: first off, I am Male, not female, Yet you continue to refer to me as "She" which if you ever spoke to me or listened to the many voicemails I left you would know that. Second, among the numerous times I called your line and left a voicemail requesting a callback or the occasional moment I actually spoke to someone real, I left my phone number every single time. So your claim that you attempted to call and speak to me regarding this issue is completely false, no attempts have been made to contact me period. No missed calls from anyone at your company, I've been put on perpetual holds on three separate occasions (told i'm being transferred to "****" and been on a silent hold for over an hour). Second the reason I was forced to post a bad review is because nobody with IL movers would give me any moment to discuss these issues. **************** is non-existent. I was more than available to discuss these issues and "****" never had a moment to contact me to talk about anything. Terrible employees, absolute scam. 
  
  Sincerely,
  
  KD

  

  Business Response

  Date: 11/08/2024

  Hello see attached showing customer phone number I called several times with no reply, See attached form explaining the Long carry fee if needed with additional cost, Customer signature there means he knew about this additional charges if needed. We cant refund any money due the fact all charges were valid, Thank you Ryan 

• Initial Complaint

  Date:08/04/2024

  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.

  Illinois movers fraudulently put itself out as not a broker. I have had two companies in my move, one to pick up my belongings and ******* to deliver my belongings.My binding estimate was for 800 cf. When the first company came, they said I had 1250 cf worth of goods and charged me an additional $2029.50. My belongings were delivered and it was not 1250 cf. They overcharged me through fraud.

  

  Business Response

  Date: 08/06/2024

  Hello we provided moving services to this customer, I spoke to customer and told her we are not a broker, We are moving company, by the contract we can use external carrier to complete the move. As far the cubic feet charge customer moved additional Items and driver adjusted the estimate based the additional items/ space/ volume we used. The only thing I can do at this point  to review all paperwork and move process and I will reply accordingly, Also customer mentioned the ********************** damaged the door , I emailed her claim instructions and still she can provide this information to claim department ( Despite she think its only for damaged items), This door cost $50-$100, She can complete the the claim and claim department will determine the refund. Please note that by the contract we not liable for any damages to walls doors floors etc. still we suggest her to file a claim, I apologise for the inconvenience, Thank you *********;

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22089706
  
  I am rejecting this response because:

  1. The contract and communication with Illinois Movers is inconsistent. Attached is an email that states they do not use 3rd parties. Also, if **** can direct me to the provision in the contract that allows for subcontracting that would be helpful since I dont see that. Given the claims in the email, you can understand my confusion.

  2. An inventory was sent to ***** at Illinois Movers on 6.17 that differs from the online submission. The one provided is more accurate. Upon or conversation 6.26 and the updated inventory sent on 6.17, the reserved cubic feet went from the initial estimate of 560 cf to 800 cf. If ***** Moving wasnt informed of this, the error is on Illinois Movers since the information was provided. Nothing as hidden on my end. Further, the 800 cf is based off the 6.17 inventory. Lastly, the pictures attached to the initial complaint is from delivery. That is a 26 foot moving truck with capacity for 1600 to 1800 cf. My belongings take up a fraction of the truck, no where near 1250 cf as I was charged.

  3. Where in the contract does it say Illinois Movers isnt liable for damage caused by your third party contract? I was not a party to Illinois Movers and ***** Moving. Since I contracted with Illinois Movers, Illinois Movers is liable for damage. To say I contracted away liability without my knowledge or consent is nonsensical. Also, I asked for assistance with the claim form on 8.4, and I havent heard anything. The claim form is designed for a loss during the move, like something was broken. It doesnt ask questions I can address about a door damaged during the move. Can someone help me with getting a response from that email?
  
  The response tries to completely remove any and all liability for Illinois Movers. I provided information to them, they didnt provide it to their subcontractors and that somehow becomes my fault. I dont agree that the contract gives permission to subcontract. Even so, I seek relief from the entity I contracted with, you. 
  
  Sincerely,
  
  ********** Buze

  

  Business Response

  Date: 08/10/2024

  Hello see attached bill of lading section 18 explain the agent/external carrier we can use if needed, As far initial estimate based customer information not guaranteed can change due additional volume on the truck, We giving rate per c.f prior booking and driver can change the rate by the contract due space reservation to other loads,Claims can take up to 9 months by the contract and 3-6 weeks to complete if customer submit the claim, Again as far space volume we use different trucks with different box, Like I explained to customer i need time to review paperwork to see if we made an error, Will update customer soon done reviewing 

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22089706
  
  I am rejecting this response because: the issue hasn't be addressed. Nothing has been provided to show 1250 cf was necessary and not fraudulent. 
  
  Sincerely,
  
  ********** Buze

  

  Business Response

  Date: 08/20/2024

  Move is completed, Customer never called our office or emailed our office in regards charges issues , Nothing we can do , 

• Initial Complaint

  Date:07/23/2024

  Type:Billing 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.

  Illinois Movers moved my belongs from *******, Illinois to *****, ******** and broke/cracked my TV. Asked for my credit card payment and driver license to be submitted on text message to the phone # **************.

  

  Business Response

  Date: 07/25/2024

  Hello we emailed yesterday claim instructions to customer in regards the damaged TV, He need to file a claim. As far credit card payment, We asking all customers to provide copy of ID and Copy of credit card and to sign credit card authorization form , We asking customers to provide this information for transaction $800 and up (If we dont receive this information we will not charge the card), Only after we received this information we charged his Delivery balance via credit card, Thank you *********;

• Initial Complaint

  Date:06/17/2024

  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.

  Illnois Movers picked up my furniture in ******* on May 14, 2024 stored it at their facility for 10 days and delivered to ********** on May 24, 2024. While unloading the furniture, it was noticed that the mattress and oversize chair were soaking wet and the sofa one section was saturated with all furnishings wrapped in plastic by the moving company at time of move and the water was under the plastic Six boxes were falling apart due to being saturated with Stale water. The delivery company was told and paperwork was noted with the wet items *********** has not offered any settlement other than $75 they ruined over $2000 of furnishings I did not accept the $75 from the settlement companies offer and that felt like it was a slap in the face when over half of my items were wet and damaged while in their care. It should be noted that both the move out day and the move-in day were bright sunshiny days with no rain and In *******, it was done inside a parking structure ************ up charged me on site (when I had no choice but to pay)nearly double from the my quote They stored my items in a obvious leaky area, where the plastic wrapped items were able to get saturated with water and it was obvious that it was wet for days under the plastic due to stale smell. ************ has not taken responsibility for damaging items nor have the offered any compensation for damage.

  

  Business Response

  Date: 06/19/2024

  All customers goods stored in our warehouse, with No leaking, The delivery truck drove in a rain storm to destination, Looks like the truck had minor leak, Based the information provided to claim department they decided to refund $75 for the damaged items,If customer not satisfied with the claim department reply ,Customer  should contact our office again to see what we can do about the settlement amount, Now we will not consider to provide additional refund (higher than $75) due the fact he went online and contact BBB , We apologize for the inconvenience  , *********;

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21863136
  
  I am rejecting this response because:

   

  I read the response from the company. That is ludicrous.  a small leak in a truck would not cause the amount of saturation to my three largest items and six cardboard boxes. I have sent documentation to both you and the business.  I contacted BBB because I heard no response from the company  now because I have contacted BBB they wont deal with me anymore    They offered me $75 when I had to toss $1000 mattress because it was now saturated and ruined with mold   I also had to toss the oversize chair which was dripping wet with stale water. We could not get the smell out.   The couch after nearly $200 to clean it   As stated earlier, they damaged over $2000 in product   Over half of my move   I did not have a contract with the subcontracted company who moved the items to Pittsburgh   I am unsure of what weather they went through because the day of my move both out and in were bright and sunny  I saw the other items in the truck from other moves and they did not appear to be wet only my items.   My items were soaking wet and the smell was of stale water not fresh rainwater.  The items were already stained from the water setting on that items.  Illnois Movers is lying that their storage facility is not leaking.  To be honest, my contract was with them whether it was their problem or the company that moved it to Pittsburgh doesnt matter. They are still the responsible prop party.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/02/2024

  Hello , We provided basic liability insurance of $0.60 per pound per article, its not full replacement insurance, All  items covered under the free liability insurance of $0.60 per pound per article, Customer didnt purchase full replacement insurance, Based the damaged / information provided by the customer the claim department determined the refund amount, There is nothing we can do unfortunately, We apologize for the inconvenience, *********;

• Initial Complaint

  Date:06/09/2024

  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.

  Prior to working with IMI, we read through customer reviews and had a 30+ minute phone call with a higher-up to ensure it was a fit. To further ensure that this move would work with our budget, we had an IMI professional inventory every single item in our 1BR apartment (prior to throwing away unneeded items), room by room so that we could obtain a binding estimate. We were given a binding estimate of $1,976 for the move, and we were told this should not fluctuate more than $500 or so for packing materials. With this in mind, we agreed to work with ***, and we purchased boxes from them ahead of time. On move out day (06/08/2024, 8:45AM) the following occurred: The movers arrived, scanned our apartment for <1min (our items were mostly packed away by us the night before), and stated that they were now requesting an additional $1,940 to complete the move. They nearly doubled our initial estimate, and they wanted us to sign and initial blank bills and invoices before they started packing. We refused, and they became irate. They claimed they had to pack 70% of our apartment, which is patently false. They primarily packed large items like TV/couch and dishes with our prepaid boxes. Throughout the job, they were complaining in Spanish (without knowing we understand) about the packing, the loading, and the unloading. They then asked for a tip prior to even delivering our items. Throughout the move out process and throughout the trip home, we called our IMI contact ***** so we could get an answer as to why there is such a large discrepancy between the binding estimate and the new charge. Each time, ***** sent us straight to voicemail. Although he ignored our calls, he called the movers while we happened to be in the apartment with them. When the movers stated that we wanted to speak with him, he hung up. The movers said he would contact us by the evening of 06/08/24. Since then, we have called and left voicemails and still have yet to hear back in any capacity.

  

  Business Response

  Date: 06/11/2024

  Hello we provided moving services to this customer from ** to ** ,                The movers explained the customer why we changed the estimate  , The movers used packing materials to pack customer goods, Move is completed at the business days agreed, I explained customer that after booking sale person will not be able to receive any calls from customers due the fact his move transfer and handled through operations/dispatch All charges were valid .                          The customer received $560 discount,                             I apologize for any inconvenience, *********;

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21823928
  
  I am rejecting this response because:

  This response is not satisfactory. As we have said multiple times, additional charges were not at all explained to us. We were told by your moving professionals and your secretary that ***** or a different higher-up would be in contact with us by the end of day 06/08/2024 to explain these charges to us step by step. We received inconsistent information from your company representatives. We called your business several times, three days in a row, and no explanations were given for these additional charges. In fact, multiple times, somebody would answer the phone and immediately hang up. 

  When we eventually got in contact with someone (after calling 3 times in a row, emailing, demanding to speak to the owner, and eventually being re routed to dispatch as the movers were on their way), your employee ******* said he called the ******* and that neither he nor the ******* could explain where the additional charges came from. We were charged $1,000 for boxes on the day of move out when we pre paid for boxes as part of our binding estimate. When our binding estimate was doubled on the day of move-out and we protested and asked for an explanation multiple times, we were given nothing. Instead, an arbitrary and insufficiently explained $560 discount was given, which still put us a large amount over the binding estimate.

   Movers explained next to nothing on the day of, and complained in Spanish the entire time they packed and moved our possessions. They took a seconds-long visual scan of our apartment and decided to nearly double the binding estimate we went into this exchange with your business expecting to pay. They attempted to get me to sign a blank invoice before services were rendered. Is this standard IMI practice? 

   For your reference, the FMCSA states the following regarding binding estimates: 

  "When you receive a binding estimate, you cannot be required to pay any more than the estimated amount at delivery. If you have requested the mover provide more services than those included in the estimate, your mover will collect the charges for those services when your shipment is delivered. However, charges for impracticable operations due at delivery may not exceed 15 percent of all other charges due at delivery."

  "Once your mover loads your shipment, your mover's failure to execute a new binding estimate or to agree with you to treat the original estimate as a non-binding estimate signifies it has reaffirmed the original binding estimate. Your mover may not collect more than the amount of the original binding estimate, except as provided in the next two paragraphs. If, before loading your shipment, your mover believes you are tendering additional household goods or are requiring additional services not identified in the binding estimate, and you and your mover cannot reach an agreement, your mover may refuse to service the shipment. If your mover agrees to service the shipment, your mover must do one of the following three things: 

  a. Reaffirm the binding estimate.
  b. Negotiate a revised written binding estimate listing the additional household goods or services.
  c. Add an attachment to the contract, in writing, stating you both will consider the original binding estimate as a non-binding estimate" 

  Source: *****************************************************************************************************************************'s%20estimate. 

   The men who dropped off our possessions on 6/11/24 at 2PM CST could not name the company they worked for, and showed up in an unmarked truck. They refused to even open the truck's trailer door for us to verify the possessions were ours before demanding payment in full, as well as a signature on an invoice. Is it standard IMI practice to refuse to let customers verify the existence of their possessions before paying in full via cash or Zelle only? When we asked the men who dropped off our possessions to speak to the owner regarding the charge discrepancy, they stated that "**** was too busy to speak to us". Somehow, whenever they had a question for you about collecting our payment during our disagreement, you picked up on the first or second ring. We made extensive efforts to understand any additional charges, and were evaded the entire time. 

  On 03/11/24, ***** claimed that IMI is an "actual moving company and not a broker". If this is the case, why could the men who moved our belongings on 06/10/24 tell us that they were contractors who were renting the trailer? If we had known that this was the case, we would never have used your services. We feel as if we were deliberately misled. 

  I believe it is a reasonable resolution to this issue is to pay only what we were quoted in our original, itemized binding estimate given to us on 04/09/2024. 

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

  

  Business Response

  Date: 06/13/2024

  Customer required additional packing and space/volume/cubic feet day of pick up, Driver adjusted the cost and Customer signed after driver explained all charges ,We provided additional discount , *********;

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21823928

  I am rejecting this response because:

  As I have stated several times before, drivers did not adequately explain all charges. They simply stated what the new estimate was, said it was higher (again, nearly doubled from our binding estimate that we had agreed to pay- an additional $2,000) because there was "more work" (did not explain further when asked) and did not give us much of an option outside of allowing them to take our things, as we had a move-out scheduled for that day, and our lease was up. They also would not connect us with anyone who we could speak to about concerns. 

  You claim we should be satisfied with a surprise $2,000 upcharge because we required additional packing and "space/volume/cubic feet" on the day of pickup.

  I am requesting you directly address the following questions: 

  1. Which metric is it? Space, volume, or cubic feet? In any case, why was the examination of our apartment done in seconds on pickup day, with no measurement tools to be seen? If the charge was truly based on cubic foot space, why was the cubic foot estimate given before the truck was loaded? 

  2. Exactly how did our measurements differ from the detailed inventory IMI took a few weeks before pickup PRIOR to us throwing away a dining table set and all of the items in our bathroom, effectively lessening the space and items required for our move? 

  3. Exactly why and how did we require additional packing after a visual inspection and inventory of our entire apartment, after which we pre-bought boxes and packing materials from IMI? 

  A $2,000 addition to a $1,976 binding estimate on the day of, after a detailed inventory was taken and after a significant amount of items were thrown away is frankly unacceptable. Each request I have made to have this explained to us in an itemized/detailed manner has been purposefully and obviously sidestepped. 

  Once again, without an adequate, itemized explanation as to why $2,000 was added to our binding estimate on the day of our move, we will not be satisfied with the action your business has taken to resolve our complaint. 

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

• Initial Complaint

  Date:11/06/2023

  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.

  This company exploited me as they committed a bait and switch upon having my belongings in the truck. Once most of my belongs were on with half of the truck full which doesnt make sense to me the dispatch told me it would be $2,250 more than the initial $2,000. The binding contract was for $2,000 but what are you supposed to do when they are holding your things hostage threatening an additional $2,000 to u load 30 boxes. They also didnt have enough room for my things due to the truck being half full with someone elses belongings. They wanted to relay my things at a truck stop and come back for the rest.. I said no to that option. Very unprofessional and was verbally abusive to me. Also claimed I took up more square footage than I actually did. I paid for 50 boxes yet received only 20. Why did I pay for 50 and receive 20? I would like a refund for those missing boxes and the damage. I filed a claim, and nothing yet. I either want the deposit retuned or the amount for the delivery of only 20 boxes or my belongs delivered at no cost. My belongings were also rummaged through and carelessly left the boxes untaped.

  

  Business Response

  Date: 11/08/2023

  Hello i want to apologize for the inconvenience, Please make sure you submitted all the claim requirement , the claim department will reply in 3-7 days, we need to contact the driver and will update customer about the boxes. Ryan