ComplaintsforInternational Van Lines

• Initial Complaint

  09/19/2022

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  We hired International Van lines to move a family member from PA to **. We were promised that they would be our sole point of contact for the entire move. That was not the case, we were subcontracted out twice and had to deal with two other moving companies. International Van lines did not provide any contact information of these companies in advance, we only found out once the other companies started contacting us. The driver was supposed to give ***** hours notice before ******. He did not, he provided an hour notice at 10am on a sunday morning. Then when we met him at the house in FL he was angry that we were not ready for him, and blamed us on the delay and messing up his schedule. We tried multiple times to contact our intial move manager from International van lines that promiesed to be with us every step of the way. They did not respond via phone or even email to any of our issues or concerns. They took our money and stuff and dumped us on two other companies to deal with.In summary we experianced the following issues;1. passed to two subcontractors without our knowledge or approval 2. charged for a cross load to smaller truck in FL when driver did not even try to get 18 ******* in space which would have fit his truck.3. Given an hour notice of arival, this is a direct breach of contract on the moving companies part.4. Multiple items broken 5. Entry stairs and landings damaged 6. Rude employees who blamed the complete lack of logistics on us, the customer.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  On May 1, 2022, we moved from ************************************************* to ************************************** in ************* **. We hired IVL to move our household items. We gave them an accurate list of all items which they converted to square feet. They underestimated the size and sent a small truck and also sub-contracted it to another mover. All other items needed to be placed in storage and sent later. We were charged extra for this. Items were delivered damaged and we called the # provided *************.) We called and left multiple messages on the automated call system but have not heard back as of 7/12. I estimate the damage to the furniture to be about $500. The driver and his helpers were excellent and I am not complaining about them. IVL subcontracted the move without our knowledge, underestimated the square footage and then charged extra for the storage. I'm looking to report the scams and possibly recover some money for the damaged furniture. Their contracts do not show the name or contact information for IVL or the sub-contracted mover. I have some pictures and the contracts but not in a format to be uploaded.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  BBB unable to locate business

  More info

  I booked my services with IVL in March. Paid the 1/3 deposit with a credit card. The pick-up date was set for ***** and I was not expecting delivery until May. On the pick-up date, a different company showed up, not IVL, packed the stuff, did an inventory of all items and left with all of my belongings to their warehouse for storage until delivery. IVL assured me that I would get a phone call 2 days before my delivery date. The driver called me one day before. When the driver came to deliver my stuff he said the truck could not fit in a normal neighborhood with normal streets, even though the neighbors assured him trucks delivered all the time in here. This caused them to demand $750 cash extra from me (adjusted to $562.50 for the size of my delivery). The delivery then the next day started with carrying all the stand-alone items wrapped in blankets. The delivery team started cutting off the blankets and plastic wrap rendering it impossible to know what item number was delivered. I assumed the delivery team would do an inventory of all items before they left. This was clearly not done as I noticed one huge item was missing that night. I reported this item and the delivery team said they did not have it, but found it later that day and asked me to come pick it up (not my job). They delivered it. After this I started to notice multiple boxes were missing. In total, I am missing 16 boxes and a portable A/C unit. Roughly 1/3 of my order is missing. I have been trying to get in touch with IVL and the company they farmed out my shipment to for three weeks before anyone would provide any assistance. I find this level of service to be unacceptable and the amount of stuff I am missing is not just an error but a serious lack of completion of a job (or fraud with stealing my items). The 16 boxes are 18x18x16 (large boxes) and hold thousands of items, most of which cannot be replaced by the claims process. The balance was paid in cash, IVL does not care, they are paid.

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