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:02/23/2023

  Type:Delivery 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.

  My International Movers handled my move from *******, ** to ********, *********. From the beginning, things were difficult to coordinate with the moving specialist. Numerous calls and emails would go un-answered until I would contact other people at the company. Then it took 7.5 months for my belongings to arrive, all the while the company suddenly requiring more money than what was listed in the contract for delivery. Their moving specialist even tried to charge a university credit card that was specifically used to hold the reservation over 7 months prior. Nonetheless, here's where the real problems began: The delivery of my items. Six of the dozen or so major pieces of furniture moved were irreparably damaged. The moving company here in ********* was astounded by the lack of care the company put into packing any of the items, which included an armoire with legs sticking out of any wrapping (two of the legs were severely damaged), a dresser that was wrapped in nothing but thin cardboard and that was split almost the entire length of the dresser, paintings wrapped in nothing but tissue and cardboard, both of which were shattered, a bicycle placed in an otherwise empty cardboard box and that, as a result, had its frame bent, and a lamp placed in a box labeled 'fragile' that received no other protection and was therefore absolutely demolished. Mind you, every item I wrapped and packed in boxes myself arrived fine, including glass figurines and mugs. It was only the poorly packaged furniture items handled by My International Movers themselves that were damaged. The estimated damage, which is all photographed and documented, is ~$10,000 U.S. dollars.The end result has been the company offering me $500, far below the minimum liability insurance for 300 cubic feet of items shipped. It's almost more of an insult to offer me that low amount after what was clearly a result of their negligence. This has been one of the worst business transactions of my life.

  

  Business Response

  Date: 04/12/2023

  Business Response for: BBB Complaint ID ********
  The Consumer ********************************* booked a move with our company and during the shipment a few of his items sustained damage. We opened a claim and sent the consumer a claim form to complete. We received his claim form listing 6 items and the total weight of 300 lbs. The claim was processed based on his chosen option for Minimum Liability Protection that he chose for his move. As per the Terms and conditions of his signed Agreement and Bill of Lading. The consumer declined Full Value Protection for his shipment. The Consumer chose the Legal minimum liability protection which is $.60 (sixty cents) per pound per article.  The claim was paid at 300 lbs @ $0.60 (sixty) cents per pound per article = $180 for his total claim. This is the legal amount that the Consumer is entitled to receive. However, we worked with the consumer and increased his settlement several times reaching a total amount of $1,250 for his claim. The consumer originally requested to be paid a total of $3,000 then decreased it to $2,000. However, the most that we would pay based on the circumstances is $1,250. His attorney then sent us a Demand Letter for $5,000. Our attorney and the consumers attorney reached a settlement amount of $1,250 and the claim is pending signature of the claim settlement agreement. Once we receive the signed claim settlement we will issue payment for this claim to the Consumer. 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19453289
  
  I am rejecting this response because:

  The damage done to my property was extensive and due to the company's negligence, much of which would likely not have been supported by insurance (insurance protects against the move, where as the damage was due to poor packaging, as noted by the detailed photos submitted). The company has also continued to process the information incorrectly, including the report that the total damage done due to their negligence exceeded $10,000 (the majority of my major items moved were damaged, meaning almost all the furniture moved). I have multiple times compromised what I would accept in payment due to their negligence that caused this damage, to which the company refused to pay out anything more than $1250. They are also now trying to require disclosure agreements which would hold me liable for discussing any of the damage done, which my lawyer has advised me to not sign. They have still not signed any agreement in absence of such a limiting confidentiality/disparagement clause.

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

  

  Business Response

  Date: 04/19/2023

  In response to the consumer's recent response. What consumer is referring to, it is our claim settlement agreement, this is a basic agreement that we have all clients sign when resolving a claim and in order to pay claim must be signed first. This agreement is not specific to the consumer. It is a generic claim settlement agreement that was written by our legal team in order to protect our company and our clients. It is my understanding that our attorney will waive that clause as we are trying to close this claim and pay the consumer for the claim as soon as possible. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19453289
  
  I am rejecting this response because:
  
  I have signed the claim form. I still have not received payment. I will accept a response once payment has been received.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/03/2023

  The consumer signed the claim settlement agreement in the amount of $1,250 and the payment was sent today via Zelle. The funds of $1,250 are received immediately when sent. The consumer should have the funds available in his account as of today. 

  Customer Answer

  Date: 05/04/2023

   
  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. I have now received payment.

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