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:06/04/2025

  Type:Customer Service 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 this company to accomplish a full service move. I was initially planning to move to ** but did not have an address or even a city confirmed. I was told I could use an approximate and later we could set the actual address and based on that price would either go up or down. I payed a deposit of ~*****. I decided to move to a different location and when I informed them of the actually address they informed me they do not have a license to operate or conduct services. Now they are refusing to issue a refund and sending emails in an apparent attempt to make me responsable and claiming I am canceling the move which I am not, and that I forfeit my deposit. They have not payed the third party transport and kept the money while not rendering any services. I am not canceling anything just relocating to an area they do not service. They never informed me of their license limitations. Looking for a full refund.

  Business Response

  Date: 06/17/2025

  To the assigned BBB representative,
  We appreciate the opportunity to respond to the complaint filed by Mr. ************ would like to respectfully clarify that Mr. ******* move was scheduled and booked with us based on the information he provided at the time of reservation. Specifically, he indicated an interstate relocation, supplying a destination state different from his pickup state. The estimate he received, and the corresponding deposit of approximately $2,700 that he placed, were based on the understanding that the relocation qualified as an interstate move, which our brokerage is federally licensed to coordinate.
  It is important to note that our website and booking documentation clearly state the scope of services we offer: long-distance (interstate), military, corporate, and auto transport services. In the section discussing local moves, we explicitly recommend working with licensed local movers, as we are not authorized to perform in-state moves. We do not advertise intrastate (within-state) moving services, nor do we accept such bookings when asked directly.
  It is standard industry practice for customers to reserve a move prior to finalizing a delivery addressthis is especially common for those relocating for employment, pending home closings, or temporary housing arrangements. To support this flexibility, we offer storage services as part of our offerings.
  However, in this instance, Mr. ***** later informed us that he would be remaining within the same statethus altering the scope of the move from an interstate to an intrastate relocation. As we are not licensed to coordinate intrastate moves, we are legally prohibited from servicing the revised request. This does not constitute a failure on our part to deliver services, but rather reflects a change initiated by the customer that invalidated the originally agreed-upon interstate terms.
  Our policies must be applied consistently and fairly to all customers. Allowing post-booking changes in relocation type (such as from interstate to intrastate) to serve as grounds for a full refund would create inconsistency and undermine our commitment to equal treatment across all cases.
  That said, we have offeredand continue to offerreasonable alternatives to Mr. ************* deposit can be applied toward a future interstate move.
  It can be transferred to a friend or family member planning a qualifying interstate relocation.
  We will hold the deposit on file for 12 months for any services we are legally authorized to perform.
  We regret that we are unable to meet the customers revised request, but we have made every effort to accommodate him within the boundaries of our licensure and policy.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23426978
  
  I am rejecting this response because:

  They do not advise their clients of their license limitations on any document that I have signed. I have not signed a single document where they state they do not broker same state moves. 
  

  Moreover after completing my local move with another company I found that their assessment of charges was so far off of what it should have been, typical click and bait used by brokers.

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

  Business Response

  Date: 06/27/2025

  Thank you for the continued opportunity to respond regarding the complaint submitted by Mr. ****** *****.
  We would like to address Mr. ****** statement that our company failed to disclose our licensure limitations regarding intrastate (within the same state) moves. While we understand the customers frustration, our website, service disclosures, and customer materials clearly outline that our company is federally licensed as a broker for interstate (state-to-state) moves only. We do not advertise, promote, or offer local/intrastate moving services. This information is readily available to all prospective customers prior to booking and is reinforced during the consultation process.
  At the time of reservation, Mr. ***** indicated that the move would be interstate, with a delivery address located in a different state from the origin. Based on this representation, an estimate was issued and a corresponding deposit was collected in accordance with a federally regulated interstate move.
  It was only after the move was booked that Mr. ***** later notified us the move would be remaining within the same statea change that rendered the relocation ineligible under our licensure. Because we are legally prohibited from servicing local-only moves, we were unable to fulfill the modified request.
  This is not a matter of bait-and-switch or deceptive quoting. It is a direct result of a customer-initiated change that shifted the move from interstate to intrastate, placing it outside the scope of our authority. While Mr. ***** asserts that no signed document references this limitation, our customer agreements and online materials are consistent with our federally approved operating authority, which limits us to long-distance and interstate services.
  We must also respectfully clarify that Mr. ***** is not due a refund of his deposit, as the payment was made to reserve services on a specific date and time. Crews, materials, and equipment were scheduled and allocated for Mr. ****** move, and his reservation prevented us from booking other customers during that window. Although Mr. ***** ultimately chose not to proceed with the originally scheduled relocation, his reservation still impacted route planning, labor assignments, and scheduling logisticsall of which involved real operational commitments. The deposit is non-refundable for this reason and is consistent with our stated terms and conditions.
  In addition, regarding Mr. ****** comments about pricing, its important to note that quotes from local movers can vary significantly from interstate estimates due to entirely different rate structures and regulatory factors. Comparing a local move price after the fact to a previously arranged interstate estimate is not an accurate or fair comparison.
  That said, we have extended several good-faith options to Mr. ************* deposit may be applied toward a future qualifying interstate move.
  The deposit may be transferred to a friend or family member.
  The deposit will remain on file for 12 months for any services we are licensed to perform.
  We regret that Mr. ****** revised circumstances could not be accommodated within our regulatory scope, but we have acted in good faith and within the parameters of federal licensure and company policy. Thank you.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23426978
  
  I am rejecting this response because:

  Clients are not obliged to understand or know codes of regulations and should be clearly stated on a contract which is not and they have not been able to provide with a single document which states they cannot perform certain types of operations, therefore good faith should be a full refund since no service was ever provided other that a reservation which again could not be fulfilled on their side. 
  

  With regards to pricing it is clear the underestimate quotes and when the actual carrier shows up the customer is held liable for the different with no recourse. This is not a case of adding volume but to clearly and purposefully underestimate the total volume. This has been mentioned in numerous complaints against them. 
  

  A full refund is due. 

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

• Initial Complaint

  Date:05/25/2025

  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 hired **** to move from VA to **. Two days before my pickup they called and told me that the truck would be arriving with other customers' items on it, so if I wanted to guarantee that my items would fit I should purchase buffer space. They assured me that if I didn't use the space, I wouldn't be charged for it. They pressured and coerced me, saying I had to make the decision on the phone right then or it would be too late. Since they continued to say I wouldn't be charged if I didn't use the space, I agreed. When they sent me the contract, the price was much higher than I expected. I asked about the steep difference in the "Binding Estimate Fee" from my original estimate, and they brushed over it and insisted I had to sign or my opportunity to guarantee buffer space would be gone. Since they said I would not pay this new fee if I did not use the space, I agreed. I was VERY surprised to see the moving truck arrive completely empty.Our contract states that the amount I paid was based on an estimate, and I would only be charged for the space I used. Their policy to determine space used is to take a photograph of the moving truck full of my items and compare it to a picture of the truck empty. It is clear in the photos that my items take up 115cf less than the buffer space estimate, in fact it is less than my original estimate. The items take up 7.5/19 bays (the movers' dollies + cardboard are in front of my items in the photo, I placed the red line where my items begin). The truck's capacity is 1800cf, so my space usage 710cf. They charged me for 825cf and are charging me the increased binding fee that they included during the coercive and deceitful phone call. This document should be considered invalid due to fraudulent misrepresentation. They have refused to honor the original estimate or refund me for the 115cf that I didn't use.**** has continuously lied throughout this process and failed to provide evidence that I have used the space they are claiming.

  Business Response

  Date: 05/30/2025

  Thank you for the opportunity to respond to Ms. ***** *******' complaint regarding her recent interstate move arranged through Interstate Moving & Relocation Group (IMRG).
  We understand that Ms. ******* is requesting a refund based on her belief that she used less cubic footage than was charged. While we empathize with her frustration, we must clarify the facts and the basis for our determination.

  
  Space Usage Dispute
  Ms. ******* was provided with both an initial estimate and an opportunity to reserve additional buffer space in advance of her move. She elected to reserve this space after being informed that it would guarantee capacity for her belongings on a shared truck, and that final charges would reflect actual space used.
  Upon completion of the move, Ms. ******* submitted photographs disputing the space used. In response, our compliance team thoroughly reviewed both her submitted photos and our internal documentation. Multiple representativesincluding our compliance managerassessed that the actual space utilized by Ms. ******* shipment was between 900 and ***** cubic feet, as indicated by visual markers such as the position of the inventory, straps, and the number of filled bays.
  This assessment was shared with Ms. ******* multiple times. Additionally, we went beyond standard protocol by allowing her to submit her own marked-up images for consideration. However, the conclusion remained unchanged. The number of bays occupied and visual inspection both support the final charged cubic footage.

  
  Contractual and Policy Considerations
  Ms. ******* was not charged for space she did not use. Our policy and contract terms clearly state that actual charges are based on the volume of space occupied on the truck, including necessary buffer for safety and secure transport (e.g., air gaps between fragile items).
  We acknowledge that Ms. ******* disagrees with the determination, but the documentation, photos, and internal calculations clearly support the charged volume.

  
  Damage Claims
  Ms. ******* also referenced damages to certain items. As she was previously advised, damage-related concerns must be submitted through our third-party claims process. We have confirmed that instructions for filing a claim were provided, and we remain available to assist her in completing that process if needed.

  
  Conclusion
  In summary:
  Ms. ******* used between 900 and ***** cubic feet of space.
  No refund is due, as she was only charged for the space occupied.
  Her dissatisfaction appears to stem from disagreement with our assessment, not from a lack of evidence or response on our part.
  We have responded in detail, rendered the opportunity for extensive review, and provided a path for potential goodwill adjustment through the carrier (Zip Van Lines), though no such adjustment was approved.
  We regret that Ms. ******* remains dissatisfied, but based on the documented usage and contract terms, no further adjustment can be made.

  If there is further questions, please feel free to reach out directly.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23375136
  
  I am rejecting this response because:
  

  IMRG did not provide any evidence that I used the space they are claiming. They lied to me several times throughout the process of this move and are extremely unprofessional in their correspondence.   They have no formal process of determining space usage they just lie and say whatever they want to charge customers the most money possible. I provided evidence with clear markups of the truck (which they have not done) to show the amount of space used. They are fraudulent and coercive. Nobody should have the misfortune to work with these awful people.  

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

  Business Response

  Date: 06/17/2025

  We appreciate the opportunity to further respond to Ms. ******** concerns.
  Ms. ******* utilized between 900 and ***** cubic feet of space on the carriers truck. She was only charged for the space occupied, as outlined in the signed contract and supporting documentation.
  It is important to clarify that the customers dissatisfaction appears to stem not from a lack of evidence or response on our part, but rather from a disagreement with the carriers assessment of space usage. We have provided detailed documentation, photos, itemization, and an open opportunity for review throughout the claims and service process.
  As previously noted, we also facilitated communication with the servicing carrier, Zip Van Lines, for a potential goodwill adjustment, though no adjustment was approved by the carrier. We regret that Ms. ******* remains unsatisfied, but all procedures were followed in accordance with federal moving regulations, and no further compensation or refund is due.
  If Ms. ******* wishes to pursue the matter further, we respectfully recommend she contact Zip Van Lines ************** directly, as the carrier has already rendered its decision, and our role as broker in this transaction has been fulfilled.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23375136
  
  It is important to clarify that my dissatisfaction stems from a lack of evidence and valid response from Interstate Moving and Relocation Group. , this is not a disagreement with the carriers assessment of space usage. Interstate Moving and Relocation Group Has failed to provide ANY documentation, photos, itemization, or an open opportunity for review throughout the claims and service process.
  

  I have repeatedly asked for any documentation or process that explains their claims of space usage and they have not provided it. I welcome any proof of my space usage.

   

  This company is a joke.    

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

• Initial Complaint

  Date:04/30/2025

  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 was looking for a mover to move to a different state. I found Interestate Moving and Relocation based on a ****** article recommending the company. Last month (March 2025) I receieved a quote from Interstate Moving and Relocation. The quote was reasonable and the sales person was pushing me to sign the contract immediately to secure the provided discounts so I signed the contract and paid the deposit of approximaltely $1500. A month later, with my house rental agreement expiring, Interstate Moving and Relocation literally doubled the cost of their service -- them having my deposit as collateral and using my desperation as leverage. In addition, the estimated first available date for delivery was not specifically addressed as they have up to 21 business days from that date to complete the delivery. I specifically asked to deliver on the specific date but it was interpreted as a first available date. I moved to a new house but dont have any furniture due to this issue so I have to pay for a hotel during the 21 business days. This is unacceptable as I dont understand who could wait 21 business days to deliver the items so this first available date is absolutely useless info. They are holding my items for more than a month now and cant commit to a delivery date.

  Business Response

  Date: 05/09/2025

  Interstate Moving and Relocation appreciates the opportunity to respond to **** Vodyakhos concerns and provide clarity regarding the services and terms agreed upon.
  Estimate and ***********************start="442" data-end="445"> **** ******** was provided with a written estimate in March 2025, which clearly outlined all anticipated charges, services, and termsbased on the inventory and details provided at the time of booking. The estimate also disclosed that delivery could take up to 21 business days from the customer's first available delivery date, in accordance with federal guidelines. This timeframe was not hidden or misleadingit was included in all documentation provided before the contract was signed.
  Deposit and ***************************start="978" data-end="981"> The initial deposit of approximately $1,500 was a standard part of the reservation process and not a form of leverage or collateral. **** voluntarily signed the agreement after being given the opportunity to review all terms. While time-sensitive promotions may have been offered, there was no pressure beyond standard industry practice, and the customer retained full discretion to proceed.
  Pricing ********************start="1397" data-end="1400"> Any adjustments to the original estimate were based on changes in the actual scope of the movesuch as increased volume or services requiredversus the initial inventory submitted. These potential adjustments were outlined in the original estimate. The claim that the price was arbitrarily doubled is inaccurate; all charges were communicated and agreed to in writing prior to service.
  Delivery *****************start="1810" data-end="1813"> The first available delivery date (****) is not a guaranteed delivery dateit is the earliest date **** ******** was available to receive the shipment. This was explained during the booking process and in the contract. Interstate Moving and Relocation operates in compliance with federal transportation regulations, which allow up to 21 business days from the **** to complete delivery. This timeline is standard in the moving industry, particularly for interstate relocations.
  Current ***************start="2314" data-end="2317"> **** Vodyakhos shipment remains within the contracted and federally allowed delivery window. While we empathize with the inconvenience of being without personal belongings, this risk and timing were fully disclosed ahead of time.
  Final **********************start="2572" data-end="2575"> Interstate Moving and Relocation remains committed to transparency, fairness, and professionalism. **** ******** was provided with a detailed written estimate, contract terms, and delivery guidelines up front. No misleading or unfair business practices occurredonly adherence to the industrys standard policies and what was agreed to in writing.
  

• Initial Complaint

  Date:04/17/2025

  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 the transaction were -November 18th 2024 -> December 8th 2024 Hired interstate Moving and Relocation Group to move my belongings from ************** to ****** ******* -totally payment was a little over 3000$ Before the move I explained to the operator that the contents they would be moving was well over that amount. He said not to worry that why we have insurance saying they have the best in the businessBut when my items arrived they were all smash into the truck, one of my boxes completely smashed and my brand new set of Tires with rims inside of them were underneath everything on the face that shows towards the outside. They were completely covered in gouges and scratches. When i called interstate they said its the other companys fault happy wheels moving so i called them and they say its interstates fault then when i called instates upper management after several months they said i should have gotten outside insurance for the move which i did no know you were supposed to do and ive never heard of.All and all i just want to recoup the money its going to cost me to fix these rims and get them road road again. Ive tried with happy wheels and they will only give me 100$ for the settlement which will not even cover the cost of even on rim

  Business Response

  Date: 04/21/2025

  IMRG completely understands ******** Linayaos frustration and is truly sorry to hear about the damage to his belongings. To clarify, Interstate Moving & Relocation Group (IMRG) is a broker, not the carrier. This means **** coordinates moves through licensed carriers like Happy Wheels Moving, and is not directly responsible for any damages that occur during transport.
  Carriers like Happy Wheels are required by federal law to provide basic liability coverage of $0.60 per pound per item, unless the customerDominick Linayao in this casepurchases third-party insurance or full value protection prior to the move. This is standard across the moving industry, and its why **** recommends additional coverage for high-value items.
  Since additional coverage was not purchased, the carrier is only obligated to offer compensation based on the basic rate. **** understands that the $100 settlement offered does not come close to covering the cost of repairing the damaged rims, and agrees this situation is incredibly frustrating.
  While **** does not handle claims directly, what IMRG can do is advise the carrier that ******** ******* does not accept the current settlement offer. While the carrier is not obligated to offer more than the $0.60 per pound rate without added coverage, **** is committed to helping in any way possible to seek a better resolution. The customer is welcome to directly contact us   if assistance with contacting the carrier is needed.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair 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 family with wife, and kids, also includes my stage 4 *********** father who lives with us for help. This is relevant because stress and disturbances wreak havoc on him. That is why a 'health issue' that I am sure I will be dealing with from today forward.On March 10th I asked Interstate Moving and Relocation Group to help us with our move. I spoke with **** ****** who did a great job with the whole process. I carefully went over all of it with **** on video. I explained that the destination has a steep curvy driveway that won't allow a big moving truck and **** told me that they would arrange 2 box trucks to do that leg of the move. All their services made sense. He said I can lock the price of $15748.12 and pick-up dates of April 10/11 in if I make a deposit (about a third of the total) today, which I did on 3/10/2025. Signed Date: Monday, 03/10/2025 - 17:07:06 EST.**** told me that about a week before the pickup date they would reach out to confirm and move forward. That was today, April 3rd. I was not contacted by **** despite reaching out to him and leaving voicemails. Instead, ******* *******, Quality Assurance III, called me to go over the move again. She mixed up the rooms and added, doubled items, then deleted items to rearrange what was basically the same inventory as **** had. There were a couple small things **** had missed but overall not much differences, and, frankly, I can discard so many things to get below the original estimate if needed. But ***** tells me it will now be over $24k! And the box trucks are an added $2334.00!After 2.5 hours contesting the nearly $9k increase, Ariels says placing the move on hold to dispute would change our pickup date!. I asked for her manager, she put my call on hold, which hangs up. Then, **** emails me hat I asked to put the move on hold. I never did! My family is now in serious distress and our pickup date is in a week! My father is starting to melt down now. This is abuse and extortion.

  Business Response

  Date: 04/04/2025

  Interstate Moving & Relocation Group apologizes for any miscommunications and has contacted this customer yesterday and came to a resolution. The customer wishes to withdraw this complaint at this time. 

  Customer Answer

  Date: 04/04/2025

   
  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:03/28/2025

  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 am writing to file a formal complaint regarding the unethical and predatory practices of Interstate Moving & Relocation Group ***** which I experienced during my recent move from *************, **, to *******, **. My experience with this company was riddled with deception, unfulfilled promises, and exorbitant fees, which violate fair business practices and exploit consumers. Background of Complaint: On 2/1/25, I engaged Interstate Moving & Relocation Group **** for my move, relying on assurances provided by their sales representative. During our discussions, I was promised a comprehensive moving service, including shuttle services for both pickup and delivery at no additional charge. The representative also assured me I could add elevator and long-carry services closer to my moving day. Issues Faced: Hidden Fees: On 2/17, I was informed that the shuttle service to deliver my items to my new apartment in ******* was not included in the quote and would cost an additional $500, contradicting the sales representatives promises. Adding a shuttle service and elevator/long-carry services unjustly increased my binding fee from $1,521.69 to $2,095.95a $574.26 hike for $650 worth of services. There was no transparency on how the binding fee was calculated in both the contract and from representatives.Misrepresentation and Pressure: The sales representative knowingly exploited my inexperience with moving companies, overwhelming me with numerous documents and creating a false sense of urgency to sign. This manipulation led me to commit to a contract full of loopholes that forced me to pay exorbitant fees to complete my move.Request for Action: I strongly urge the BBB to investigate this company. Their deceptive operations, predatory pricing, and lack of accountability caused me undue stress and financial hardship. No consumer should endure such unethical treatment.

  Business Response

  Date: 04/01/2025

  Interstate Moving & Relocation is first, very sorry but also surprised to learn of this complaint as it has been described by Ms. ****** After Investigating this customer's claims and complaints, ******************** was able to come to a couple of conclusions. 
  First, based on this customer's estimate and Bill of Lading from pickup, The customers prices remained the same at booking, QA, pickup, & delivery. The fees Ms. ***** is speaking of were very transparent and applicable fees that were expressed by booking and QA representatives. 
  One is an elevator fee which is told to the customer at booking where they are asked if there are any elevators at pickup or delivery? If so, the elevator fee is $75. The reason the customer was told it could be added later at ** after booking, is due to them not knowing the delivery location yet during the time of booking. (BBB can clearly see the clause in the customers estimate, NOTICE OF ACCESSORIAL SERVICES AND FEES).
  Another fee that was applicable for this customer's move that was expressed to them at booking was a Long carry fee. Again, the reason the customer was told it could be added later at ** after booking, is due to them not knowing the delivery location yet during the time of booking. So, these specifics were added at QA instead of during delivery, which is the best practice if the info wasn't available at the time of booking,  not only for the Carriers that are made aware of these special services that they may need to be prepared for with the right equipment so it doesn't further delay the move, but also the customers, so they're not surprised with these fees at delivery and they will be prepared with the correct balances that will be due at pickup and delivery. 
  Furthermore, at booking, the customer signs their estimate that clearly states the cancelation policy. They have a full 72 hours after booking to read the 5-page estimate, where all the writing (as BBB can see again in the attachment) is the same size with bold headings, so it's even easier to read, to cancel for a full refund. It is very clear to see that there are no hidden fees. 
  The shuttle was added for delivery while they were doing QA, again because they didn't have the delivery address when they booked it. That fee is $1 per cubic foot $500 minimum. At booking, the customer was told ******************** does not charge shuttle fees at pickup. However, they might have needed it for delivery, which is why it's stated on the additional fees list. This was not able to be added during booking due to the representative not knowing the delivery location and Interstate Moving does not want to charge the customer for something they may not need. Therefore, ** had to add it before the pickup so the customer and the carrier knew how to adequately prepare for the move.
  The Binding Estimate Fee is a fee for this binding estimate. Otherwise, It would be a NON-BINDING estimate and the rate per cube would be unsustainably higher for the customer.  This is how the rate is able to be below $5.00. Otherwise, the rate per cube would be $20.00 or higher. This is because the *** is a fee for the labor, taxes, and tolls for the carrier to service the move and raises along with the estimates CF and added services, and in this customers case, the *** went up at ** because additional labor was going to be needed for the elevator, long carry, and shuttle. Additionally, the customer was given a $1,842.00 discount on the *** at booking. 
  Interstate is very sorry to learn this customer felt manipulated. The urgency to book is told to the customer just as a courtesy warning because the rate that they got quoted today could change tomorrow if it's not locked in. These are just facts in the moving industry when there's multiple variables included in the price such as availability, time of year, fuel & labor prices, and/or distance. There're no loopholes when the customer is made aware in writing of all possible additional fees. **** estimated, dispatched, and monitored this customer's move efficiently from beginning to end. Interstate did not mean to cause any misunderstandings for the customer which is why the customer is provided an estimate with full details and a full 72-hour cancelation policy for a full refund if the move was not going to be able to meet the customer's needs.  ************ has any damages; they are urged to contact Interstate ASAP to file the claim. Other than that, one must pay for their move, along with the needed services and **** wishes to continue assisting Ms. ***** with any claims or questions. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23127351
  
  Response to Interstate Moving & Relocation Group ****s Reply
  
  While I appreciate the effort Interstate Moving & Relocation Group **** took to respond to my complaint, I found the tone of the reply highly patronizing, condescending, and dismissive. Additionally, the response failed to adequately address the core issues I raised, instead attempting to obscure the real problems with excessive, unrelated details. This approach typifies my overall interaction with your company, where critical concerns were overshadowed by irrelevant information.
  
  Misrepresentation of Promised Services
  
  My original complaint highlighted how your sales representative made misleading assurances about included services (i.e., shuttle services at no additional charge) that were later contradicted. Your response entirely glosses over this point, choosing instead to justify the addition of these charges during ** by blaming my lack of a final delivery address. While I did not have the precise address at the time of booking, I am extremely familiar with Seattle and know that a shuttle truck is essential for deliveries in the area. This was a completely foreseeable need, and being assured that the pickup and drop-off shuttle services were included weighed heavily in my decision to choose your company over competitors.
  
  Unreasonable Binding Fee Calculation
  
  I reviewed the contract immediately after signing and saw the clause regarding the calculation of the binding fee. However, I could not have reasonably anticipated such a dramatic increase when additional services, which already come with their own fees, were added. This lack of clarity in explaining the binding fee increase is unacceptable. These adjustments appear arbitrary and disproportionately high, leaving customers like me unable to trust the validity of your pricing structure.
  
  Exploitation of Discount to Justify Excessive Charges
  
  While I did receive an initial discount, the subsequent increase in the binding fee feels like an attempt to recoup that discount. This perception is amplified by the fact that the sales representative made promises about certain services that were not honored in the final quote, leaving me no choice but to add services at a later stage and pay significantly higher fees.
  
  Distracting and Irrelevant Information
  
  Your response was full of unrelated information that attempts to justify poor practices rather than directly addressing valid customer concerns. There were extensive references to the long-carry and elevator services (which were never a complaint, as I fully intended to add these during the ** meeting), cancellation policies, and document readability. None of these topics were central to my complaint. This excessive focus on irrelevant details seems to be a deliberate tactic to distract customers from the key issues at hand, avoid accountability, and sidestep addressing customer concerns.
  
  A Pattern of Consumer Exploitation
  
  According to the BBB website, your company has received 79 complaints in the past three yearsapproximately one every two weeksmany of which cite inaccurate or misleading information. This consistent pattern of behavior demonstrates a systemic unwillingness to change how you conduct business or improve customer experiences, further reinforcing the unethical practices I experienced.
  
  Final Remarks
  
  Your response underscores the unethical, dismissive practices I encountered throughout this process. Instead of taking accountability for misleading representations and predatory fee increases, your company continues to deflect and obscure the issues. This refusal to address valid customer concerns reflects poorly on your commitment to transparency and fairness. Your company needs to take accountability for these repeated failures, compensate customers for misleading them, and implement meaningful changes to prevent future customers from enduring similar experiences.
  

  Business Response

  Date: 04/07/2025

  IMRG regrets that Ms. ****** recent experience did not meet expectations and understands how frustrating the moving process can be when it doesn't go as anticipated.
  IMRG appreciates the opportunity to respond and values the concerns raised. While **** aims to provide clarity and support throughout the entire moving process, IMRG understands that some aspects of the communication may have left Ms. ***** feeling disappointed or overlooked.

  Regarding Services and Pricing
  IMRG understands that moving can be complex, especially when factors like location, logistics, and required services evolve throughout the process. While **** strives to be as transparent as possible during sales and QA, IMRG acknowledges that any perception of inconsistencyparticularly around services or pricingcan be frustrating. The goal is always to provide clear, accurate information so that customers can make informed decisions with confidence.

  On Communication
  IMRG regrets if Ms. ***** felt that the tone of the previous response was not aligned with the seriousness of the concerns raised. It is never IMRGs intention to appear dismissive or condescending, and IMRG takes all feedback seriously. **** continuously works to ensure that customer concerns are handled respectfully and constructively.

  Acknowledging Feedback
  IMRG understands that every customer interaction is important and takes feedback such as this seriously as part of ongoing efforts to improve. While not every situation will be perceived the same way, **** is committed to learning from each experience and ensuring its practices remain customer-focused and fair.

  ********************** Forward
  IMRG appreciates Ms. ****** patience and willingness to share her experience. This feedback has been shared internally, and **** welcomes the opportunity to continue the conversation if Ms. ***** wishes to discuss anything further.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23127351
  
  I am rejecting this response because Interstate Moving & Relocation's response addressed none of the concerns and was full of empty, meaningless words. It is clearly evident that the entire response was generated using ChatGPT and 0 thought or consideration has been put in by the company. They are just dragging their feet and not actually looking resolve any of the issues.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/01/2025

  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 am extremely dissatisfied with the service I received. Despite a video Zoom call conducted specifically to assess the size of my belongings, the moving company arrived with a truck that was far too small to complete the move. I was assured that I was getting a great deal and even being done a favor by receiving an entire truck with ample extra space, but on moving day, that proved to be entirely false. There was no solution offered to rectify the situation. Furthermore, a substantial portion of my belongings sustained damage, and I was never provided with a clear explanation of how the insurance coverage worked or given the option to purchase additional protection. As a result, I now face approximately $10,000 in damaged equipment and furniture, yet I am only being compensated $278.

  Business Response

  Date: 03/10/2025

  As a company we strive to provide our customers with the best possible service, and when you as a customer feel that we have failed to meet your expectations, it`s important for us to know. It is very unfortunate you received damages during your move. Please note, all loss and/or damages will be handled by the carrier.

  After investigating Ms. ******* file, it was deemed that the customer had reserved a special service  "Exclusive Use of 26 Foot Truck & Direct Delivery" , in which Ms. ***** was in complete understanding at booking that %100 of that trucks 1700cf space is reserved for this customer and nobody else. whatever fits will ship and if additional space was needed then all that had to be done is pay for the additional space that was going to be used and another truck would be provided, in which had a possibility to be done within the same day. Based on the inventory the customer provided to the booking agent as well as ****************** prior to pickup, Ms. ******* 67 item's, estimate was estimated to fit in inside the 1700 cubic footage space that was agreed upon. If there were additional items or larger dimensions brought to the booking agents attention, then this special service would have not had been a good fit for the customer and ******************** would have recommended and booked for more space as it does nobody any service to not book moves for enough space. Even on a Zoom walkthrough at booking, agents cannot tell the dimensions of every item, therefore the items estimated cubic footage may be off give or take a couple cubic feet. However our team does their absolute best to have the customer be as thorough as possible while getting their estimates. The customer has their 2nd and final chance to add, change, alter, or remove their items during their quality assurance call that happens just days before pickup, just to ensure there Interstate is doing everything they can to provide the best service. In Ms. ****** case, nothing during this call had changed and the customer stayed, understood, and made aware again that if there is additional space needed, a second pickup would need to be booked in order to pickup the additional space. In between 1/6/25 when the customer took the move off hold and 1/10/25, there was a sudden pickup and delivery schedule that need to be met from the customer, where IMRG as well as Zip VL worked vigorously to accommodate the customers precise and strict pickup and delivery requests without charging the usual fees that would be due as well as made the impossible, possible in which IMRG was very happy to overcome this hurdle and accommodate the desired solution. 

   As for Insurance or claims options, if the customer inquires about insurance, ******************** always recommends to check first with their home owners insurance, renters insurance, ***********. (3rd party-ins) or ************************************* (3rd party-ins) due to neither IMRG or Zip VL being insurance brokers and not able to quote nor provide such options. 3rd party moving insurances have to be purchased at least ***** hours before the pickup window. After that, the only 2 options are given at pickup, which are 1) Full Value Protection, which has an additional usual minimum charge of $450 due upon pickup, 2) Basic value protection, which is the free automatic common plan of 0.60 per pound per article. Both options are supplied to the customer on the same Valuation Document sheet they have to sign at pickup, hence the customer was provided with a comprehensive valuation option at pickup along with Basic valuation coverage also in which would be the final time to chose one or the other.

  IMRG is terribly sorry to hear the customer has been subject to such damage. There was a follow-up done on 2/5 and 2/6 during and after delivery took place, where the customer did express damage was done to their bedroom set, in which they were directed to document with pictures and file their damage through the claims processor that was sent to them at that time via email. Based on which option the customer chose during pickup, their damage claim reimbursements will be based on that plan. **** does not have any control over damages or claims but is more than happy to assist if the customer has trouble with filing or communicating with their carriers claims adjuster. In which this carrier provides In-House claims which tends to be the easiest method to file through. If the customer is having difficulties processing their claim with this carrier **** will attempt to contact the customer within 24 hours of 3/10/25 to make sure they are reaching them adequately. Interstate also invites the customer to reach out at their own convenience to discuss additional details. 
  

  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23006049
  
  I am rejecting this response because: False information provided. A second call was never completed ahead of the move to ***** my belongings as stated above. Second falsehood, another truck was never offered as a solution, and certainly not one same day or we would have accepted it! And last falsehood, no offer of full value insurance was offered on moving day. 

  Sounds like this company has great SOPs in place, but dont actually follow them. Buyer be very ware of ever using this company, and read their reviews! I wish I would have ahead of time, they all mimic my exact experience and even worse in a lot of cases. unfortunately, I chose to trust someone who works there and assumed this person had morals and ethics and that was a mistake. If I had read the reviews ahead of time we would have never used this company, it was written in black and white hundreds of times exactly what was about to happen to us. 

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

  Business Response

  Date: 03/12/2025

  Interstate is very sorry to read of the customers dissatisfaction, however the customer booked their move on 12/12/24 and the customers 2nd call to reconfirm all the details the customer provided at booking to ensure pickup accuracy happened on 1/27/25, this is known as the ***************** call.

  Also the customers pickup documents prove that both options, option 1 (Full Value Protection) along with its prices, and option 2 ( Waiver of FVP ) known as Basic value protection, were presented to the customer on the same piece of paper and customer signed and initialed option 2. 

  After investigating, it was proven that Ms. ***** was made aware at booking as well as reminded on the pickup day that, her agreement was made for 1 full personal exclusive use truck, but if the customer had more that could not fit, she would be (and was) given the option to book for the additional space that was needed on another truck. The customer ended up choosing to not do that and was confirmed on 2/3/25 that no changes, additional fees or increases in price was done upon pickup as well as no other complaints or concerns were brought up so a Delivery confirmation for 2/5/25 was given to Mr. ******************* speaking with the carrier regarding the customers claims, ******************** was presented with the compensation amount breakdown of each listed claimed item. It was proven to Interstate that the customer was provided with the accurate amount of compensation for each scratched item that was claimed as well as additional compensation for a stair that was dented and scratched piece hardwood floor( as it states in the customers contract, the movers are not liable for property dents, dings, scratches, or light markings that may occur while moving. But however since **** does not approve of any of its recommended carriers using this as a "get out of jail" free pass, the customer was surely provided additional compensation for that matter as well and ultimately compensated more than what was obligated to by the carrier Zip VL, based on the customers choice of insurance or valuation coverage.

  Also, **** was able to accommodate the customer by providing an approval for delayed payments as well as avoided additional date change fees when there were issues with the closings of the properties. Also worked overtime to provide the customer with options after the customer asked for pickup between 1/31-2/1 with a free guaranteed delivery of 2/5 which in the moving industry is unheard of due to the truck having to sit around for 2 or 3 days not being used for their other jobs. Interstate made the impossible possible by working out 3 possible options to appease the customer as well as work logistically for the carrier. :

  1/31-2/1 = 2/4-2/5 = NO FEE 
  2/1-2/2 DEL-2/5 = NO FEE
  1/31-2/1 DEL = 2/5 = OVERNIGHT WAITING FEE

  The customer chose,  2/1-2/2 Pick up window - 2/5 Delivery with NO FEE, which in return made the customer very happy.

  IMRG's goal is to provide this customer with a smooth transition from ******* to ********** and we wish the customer nothing but a safe and prosperous future. If anything is needed to be provided, shown or explained further, Ms. ***** is welcome to reach out directly as we want to provide the best services in moving as possible.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair 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 placed a deposit with Interstate Moving and Relocation Group on 1/8/2025 ($1930.02) via ACH transfer. I was told I had ********************************************* writing within that time frame. I ultimately decided to go with another company and requested a refund and to cancel the services less than 24 hours later (well within the required time frame). I was told that the *** transfer could not be cancelled and the process would have to start after it had cleared my account. I received a confirmation number for the cancellation at that time (D5472897 ). I followed up on 1/15/2025 and informed them that the funds had cleared my account and requested the refund process be started. I was told that they would send me a link to start the refund process by end of business day. I did not receive anything that day and followed up again on 1/16/2025. At that time all communication ceased and I have not heard anything back as of today (1/23/2025). I am now working with my bank to dispute the charge, but it is taking time. This is a very large amount of money that is not being refunded to me when I did not receive any services and requested the refund within the guaranteed time frame. This is incredibly unprofessional on their part and I expect my money to be returned.

  Customer Answer

  Date: 01/24/2025

  I have just heard from the company and they sent me a notice that the money was being transferred back to me. I have not received the money in my account yet, but it seems to be moving that direction. 

  Business Response

  Date: 02/04/2025

  The customers deposit method had a 7 business day clearing window. Once the funds became cleared, she was refunded immediately being that she canceled within her window. The customer was successfully resolved. Please contact Interstate with any other concerns. 

  Customer Answer

  Date: 02/07/2025

   
  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:01/16/2025

  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 signed a credit card authorization, estimate and bill of lading on November 7, 2024. On November 8, 2024 I sent an email pursuant to their Cancellation Policy to cancel my move and request a refund. I sent another email requesting that the company acknowledge receipt of my cancellation email. I received no response. I filed a dispute with the credit card company. I called Interstate customer service November 19, 2024 and the representative confirmed my move was cancelled and stated no requirement for refund as bank had returned funds. January 3, 2025, the bank charged me back and stated case close as merchant claimed no cancellation. I called Interstate customer service 1/16/2025, representative told me they could not discuss and hung up. I followed their return policy, but have not been able to address the situation with Interstate as the only number is customer service and they will not take my call. I have opened a new dispute with the bank, but am dealing with their customer service in ***** who does not read any document that I have uploaded at their request. Please help.

  Customer Answer

  Date: 01/17/2025

  Interstate Moving and Relocation called me today and asked that I forward my cancelation email. Once they received the November 8, 2024 email, they apologized for their oversight (not for their poor customer service representatives), and stated they would begin the process to refund. Hopefully they will honor that statement.

  Business Response

  Date: 01/23/2025

  This matter has been resolved in the customers favor.

  Customer Answer

  Date: 01/23/2025

  Although the business stated the issue was resolved in my favor they have yet to process the refund. I sent an email today requesting status update but have not received a response. Saying it is resolved is not equal to taking the necessary action to actually accomplish a resolution.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22821967
  
  I am rejecting this response because:

  Although the business stated the issue was resolved in my favor they have yet to process the refund. I sent an email today requesting status update but have not received a response. Saying it is resolved is not equal to taking the necessary action to actually accomplish a resolution.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/04/2025

  The customer was successfully refunded 1/23/25. Please feel free to call Interstate with any other concerns.

  Customer Answer

  Date: 02/06/2025

   
  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:11/26/2024

  Type:Customer Service 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 Moving & Relocation Group for a cross country move and was completely lied to, triple charged what they quoted and literally all of my household belongings are broken or damaged. They will not respond to my complaints or take any accountability for fraudulent activity and charges they made. They need to be held accountable for false advertising and fraudulent business conduct - they are charging unsuspecting customers for the cost of a cross country move then turning around and shopping your move out to the lowest possible bidder - who you then have to pay again to get your belongings back.

  Business Response

  Date: 12/06/2024

  Interstate Moving and Relocation and Anais came to an agreed upon resolution. 

  Customer Answer

  Date: 12/09/2024

  The business admitted that one of the additional charges was actually fraudulent and should not have been invoiced, they agreed to refund it but never followed through with issuing the refund or will get back to me. 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22605939
  
  I am rejecting this response because:

  The business admitted that one of the additional charges was actually fraudulent and should not have been invoiced, they agreed to refund it but never followed through with issuing the refund or will get back to me.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/03/2025

  The customers carrier BLVD ********************** is responsible for refunding any amounts from the pickup and delivery and they have expressed the check will be sent out at the end of their holiday break. This customer is still in escalation status and will be followed through until the refund has been confirmed received.  At this time the customer is considered resolved and IMRG welcomes the customer to reach out with any questions or concerns at ************ or ***************************************************************************************************************** for a more prompt response.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22605939
  
  I am rejecting this response because Interstate moving has not been in contact or responded to me with any resolution, BLVD moving has not been in contact with me regarding any refund- again I have NOT received any resolution or refund from either company. 
  

  Double charging me upon drop off was illegal and I will report this to the DOT. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/23/2025

  Ms. ****** has been communicated through her preferred method of email on:

  1/10/25 (WITH PENDING REIMBUSMENT AGREEMENT WAITING TO BE SIGHNED BY THE CUSTOMER)

  1/16/25 (AGAIN INFORMING THE CUSTOMER A REIMBURSMENT AGREEMENT HAD BEEN SENT TO HER ON THE 10TH OF JANUARY, AND ONCE SIGNED THE CHECK WILL BE SENT) - Interstate checked with the carriers (BLVD) to see if it has been signed yet and they informed us that, (No it has not been signed)

  1/22/25 Interstate checked in with BLVD again to see if it had been signed and we also asked if there was a cut-off timeframe for it to be signed. BLVD replied with (No, the customer can take as long as needed but a check cannot be sent without it)

  1/22/25 Another email was sent to the customer trying to confirm if that offer email was received back on 1/10/25, and informing the customer that it needed to be signed before the reimbursement/refund check was sent out. 

  At this time (1/23/25), Interstate has not gotten any replies from the customer. We welcome the customer to reach out verbally as well at ************ or simply reply to the emails sent to  **************************.