Business Profile

Moving Brokers

Interstate Moving & Relocation Group, Inc.

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Complaints

Customer Complaints Summary

68 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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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:08/18/2025
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.
The business committed to provide ****** lbs of space for my move. They provided ****** lbs. ($2931.43)They committed to a full pack service. The packers packed poorly, and reused old packing, not a full pack service.($7650)
Business Response
Date: 08/19/2025
Thank you for the opportunity to respond to this customers concerns. We take all feedback seriously and aim to clarify both the terms of service agreed upon and the services rendered.
1. Regarding the Claimed Weight/Volume Discrepancy
The customer is mistaken in their interpretation of the pricing and logistics of their move.
The customer paid for an exclusive-use move, which was clearly noted as a line-item in their agreement. This included three 26-foot box trucks with direct delivery, reserved solely for their move at a flat rate. Because this was an exclusive-use reservation, the estimated cubic footage and weight (****** lbs / ***** cu ft) listed in the estimate were non-binding reference points only and not how pricing was calculated.
As per industry standards, in exclusive-use moves, the volume or weight of items is not the determining factor for costwhat matters is the number and exclusivity of trucks reserved. The customer received three ******* trucks, as promised.
2. Regarding the Packing Service
The customer also raises concerns about the quality of the full-pack service. We respectfully disagree with the characterization of the packing and wish to clarify the following points:
Evidence from the pickup team confirms that the customer and their household were not fully prepared for packing. For example, the crew was asked to pack debris, trash, and cans from the floor, which is not part of a full-pack service. The crews responsibility is to safely and professionally pack household goods, not provide cleaning services.
The team also had to remove bedding from the beds, which per industry norms is expected to be done by the customer prior to the crews arrival.
The customer requested that the crew unpack pre-packed boxes and repack them into new boxes, which is outside the scope of a standard packing service. Those pre-packed boxes were inspected, found to be in acceptable condition, and were not damaged, falling apart, or unsafe for transport.
The customer also requested that beanbag chairs be boxed, which is not a typical packing standard for such items. Using boxes for large soft furniture items like beanbags is not only unnecessary but also takes up disproportionate space in the truck, which the crew tried to manage responsibly.
3. Packing Materials and Professional Handling
On August 14, 2025, customer service spoke with the customer and confirmed the crew had used:
70 lbs of packing wrap
7 wardrobe boxes
And had taken additional steps to carefully protect furniture and fragile items.
******* from our team also reached out directly to the customer during the packing process and reassured them that the crew was following professional and standard packing procedures.
The crew was also willing to use the customers own ********************** blankets stored in the garage and tried to accommodate special requests wherever reasonable. The team was careful and transparent, and communicated clearly that they would be responsible for any damages, and were therefore motivated to pack everything to the highest standard.
4. Resolution and Reimbursement Policy
If the customer believes any items were damaged as a result of poor packing, we encourage them to submit a damage claim within 9 months of delivery, as is standard practice. Reimbursement for packing issues is based on the condition of the contents, not the appearance of the boxes upon unloading.
We are more than happy to assist with the claims process and will advocate on the customers behalf where appropriate.
Additionally, we are in the process of advocating for the customer to the carrier for them to reimburse the customer for the packing that was done prior to pickup.
The customer received exactly what was contracted: three exclusive-use 26-foot box trucks and direct delivery at a flat rate.
Packing was performed professionally, with appropriate materials and care, and deviations from the customers expectations were largely due to unrealistic requests (e.g., packing trash or repacking pre-packed bins).
We remain open to assisting with damage claims if any item was affected due to alleged poor packing.
Communication was maintained throughout the move, and we will continue working to resolve any outstanding concerns professionally and fairly.
We regret that the experience did not meet the customers expectations but respectfully submit that the services contracted were rendered with diligence and integrity.
Customer Answer
Date: 08/21/2025

Complaint: 23765225

I am rejecting this response because: the statements by the business are categorically incorrect.

The pricing of the move was based on weight, which was discussed at length with ******* ******, the sales representative. This was in contrast to several other moving company weight based offers.

The packing was substandard throughout the process. Boxes that were supposed to be repacked as part of paying for full service were simply reused. The boxes were not in shape to be reused, and no inspections were done. We raised concerns about the packing process at multiple points throughout the packing. ******* simply told us to trust the *******. Weve moved with real moving companies before and this crew packed nowhere near as effectively.
We never once asked for any cleaning or clean up help. We specifically told the crew where boxes of empty boxes and debris were so they would not pack them several came anyway taking up valuable space. We had a professional cleaning crew come to the house after leaving to clean. After they had left trash all through the house we asked them to pile it up for ease of cleanup. Something every responsible crew has done for us previously without being asked.
We left bedding on the beds until the last day so we could sleep. We pulled the bedding and placed them into boxes that we had to set up and label as current bedding. The crew was not responsible for this at all.
A standard full packing service includes packing the whole contents of the home, not cutting corners and reusing boxes. The crew had a pallet or better of packing materials left after the move that they should have used on our move. We didnt receive a full packing service that we paid for. Damaged items are different than the packing service and will be addressed through claims. What they provided was more in line with itemized packing, even though poorly done.
Its also insulting that no one from the company will return phone calls or emails. I tried to resolve this issue directly with the company but they ignore me.

Sincerely,

**** ******
Business Response
Date: 09/05/2025
The customer reserved the exclusive use of three 26-foot trucks. This service overrides any weight or space estimations, as the dedicated trucks were secured specifically for their relocation and can be used however the customer wished.
Regarding packing, the customer was charged a full-pack service at $1.50 per cubic foot based on the actual space used and the trucks held approximately 2000 cf each, however the customer was only charged for ****** worth of packing when he used approximately 6000 cf and saved $1,350.00 on packing alone. Concerns about packing quality must be evaluated by the resulting damages, if any. Moving companies often reuse boxes as a standard practice to support recycling efforts and reduce unnecessary waste. There is no evidence that the materials used were defective, ripped, or unsafe.
The crew arrived equipped with approximately 70 lbs. of packing wrap and 7 wardrobe boxes. It was also reported that the customer made requests inconsistent with standard moving practices, including repacking pre-packed bins and boxing items such as bean bags, which industry standards do not require. The driver confirmed the team exercised care when handling and packing all items.
If the customer believes damages resulted from the packing or he didn't receive the packing he paid for, the proper next step is to file a claim through the designated claims process. Interstate will review this complaint, provide any additional internal training as needed, and keep it on file should similar concerns arise in the future.
We wish the customer the best in their ********************** and an email has been sent to the customers preferred email including claim guidance.
Customer Answer
Date: 09/05/2025

Complaint: 23765225

I am rejecting this response because: I paid for a full packing service and did not receive that. I have used real movers before and the normal process of reusing boxes is inaccurate. All real interstate movers pack in their boxes to ensure quality. I was sold a full packing service to ensure this service would happen and it did not. The packers had at least a pallet of unused material. I will follow the damage process as we continue to find damage. However I am asking for reimbursement for the service that wasnt performed.
If the three trucks overrides weights, that was NEVER explained. It also doesnt make any sense to then have the weight listed on the contract. I still contend that I was shorted ***** lbs of space.

Sincerely,

**** ******
Business Response
Date: 09/12/2025
Thank you for the opportunity to respond. We have reviewed the file, the signed paperwork, and the crews packing logs.
1) What Full-Pack Means (and what it does not)
Our contracts offer three distinct packing optionsthere is no partial or prorated version:
Full-Pack: We pack all household goods that have not yet been packed already, using materials and methods.
A-******** Pack: We pack only selected items or cartons the customer requests (beneficial if a customer has a few boxes or items needing packed).
Self-Pack: The customer packs completely; movers load/transport/deliver only.
You purchased a Full-Pack. Our records and packing logs reflect that the crew completed a full-pack service and packed whatever you did not have packed and shows you benefitted and saved thousands of dollars by not going with an a-******** service. It is standard for crews to arrive with more materials than ultimately used; the presence of unused supplies on site does not indicate a reduced scopeit reflects prudent staging so the crew does not run short.
Importantly, your inventory and packing logs show a volume and mix of cartons/specialty packing that, if billed a-******** per piece and labor, would have totaled several thousand dollars more than the bundled Full-Pack you selected. In short, there is no partial pack or prorated pack under our agreementit is one of the three options above, and you received the Full-Pack option you purchased.
2) Weight/Cubic-Foot Figures vs. Exclusive-Use Trucks
The pounds (lbs) and cubic-foot (cf) figures visible on your estimate and itemized inventory are planning estimates derived from pre-move inventory. They are provided for transparency, but they do not control pricing when a customer books exclusive-use/dedicated trucks.
You reserved three dedicated trucks. Under exclusive-use, pricing is based on the dedicated capacity reserved (3-26' foot trucks) solely for your shipmentnot on final measured weight or cf. You were entitled to load the dedicated trucks as you saw fit (within safety and legal limits). For that reason, the contention that you were shorted ***** lbs of space does not apply to the billing method governing exclusive-use service and you received special pricing and additional discounts at booking for purchasing an exclusive use plan. The trucks were provided as contracted; the estimates lbs/cf values remain illustrative, not a guaranteed minimum/maximum under exclusive-use.
3) Damages and How to File a Claim
We are sorry to hear you have discovered damage. As outlined in your paperwork, loss or damage claims are handled by the carriers independent administrator:
********************************
Customer Service: ************
Claims Support: ************************************************************************
Please file promptly and include: a description of each item, photographs, proof of value (receipts/appraisals/comparables), and any repair estimates. The administrator will review liability under your valuation terms and communicate the outcome directly.
Customer Answer
Date: 09/15/2025

Complaint: 23765225

I am rejecting this response because:
I continue to disagree with your assertion that exclusive use has no tie to the weight limit I was promised. I discussed the weight limit with ******* (your representative) on several occasions, and we used that figure to assess and determine what all we would purchase. It was the weight limit that guided us to three trucks, not the other way around. We were in fact shorted *****lbs of weight.
Your representative (*******) used partial pack as opposed to full pack when comparing the services, so that is why Ive used that term. A-******** and partial pack mean the same thing in this situation. In speaking of langauge choice, common language and industry standards around full pack services dictate a complete packing job. As noted several times, this was not completed. I compared your definition to Wheaton and North American as those were the two companies your company said they would meet or beat. Both of those carriers use a similar definition to what I am referring to. As you referenced industry standards, it seems your definition is not in line.
I am very concerned that as we find damage we will not be able to file a claim because the claim clause speaks about an itemized inventory to reference. As your company did not perform this service either, we are not clear that we will be able to claim loss.

Sincerely,

**** McNeff
Initial Complaint
Date:08/16/2025
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.
I hired this company to help with my cross-country move (OR-**) in February 2025 for a move in June 2025. They did not explain all the paperwork, process, or inform us of a needed box size for the move, leading to a delay in receiving my belongings and increase is estimated price. The worst thing is that they hired a company, R&R Moving and Storage, that is not accredited by the BBB, and Interstate acted surprised when we told them. They did nothing to correct this and continued to have our belongings moved by this company. We paid to have our belongings taken apart and rebuilt, not all of our things were taken apart for the move and nothing was rebuilt. We were told at the time of delivery that if the movers didn't have the tools our furniture would not be rebuilt. Asking Interstate about how they could help compensate for the poor company they chose to hire for the move and they did nothing about it. It was a hassle to try to communicate with Interstate throughout this process. We were told we would have one point of contact then directed to at least 3 different people during the move process. Interstate couldn't even communicate with the moving company they hired (stated they attempted and couldn't get a call back) to get updates on the status of the move and arrival of our belongings.
Business Response
Date: 08/19/2025
We have carefully reviewed this file, including the recorded booking call from February 26, 2025, and the subsequent QA and service notes.
Box Count & ******************start="377" data-end="380"> At the time of booking, Ms. ****** advised our representative that she did not yet have any boxes packed. When asked for an estimate, Ms. ****** elected for over 20 under 50, and our representative listed 15 large and 25 medium boxes for the estimate. This was done in good faith to create the most accurate estimate possible given the information available at that time. At **, the customers final box count reflected 4 large, 32 medium, 6 small, and 1 medium plastic bin. Since estimates are based on cubic footage (CF), the actual sizes of boxes directly affect the total space used. For example, a large box occupies more cubic footage than a medium, which impacts the total CF and price. We are sorry if the customer did not fully understand this concept, but the estimate was prepared based strictly on the inventory provided at booking.
Disassembly & Reassembly of *******************start="1279" data-end="1282"> The customers move included standard disassembly and reassembly services for common household items such as beds and tables. **************** confirmed this with Ms. ****** at the time of delivery on June 19, 2025, when she called to ask whether the movers would be reassembling her furniture. She was advised to remind the crew that the previous team disassembled the items, and they were responsible for putting them back together. We did not receive any follow-up complaints that reassembly was refused. Importantly, **** never represented that reassembly would be denied if tools were not present; had we been notified of a refusal, we would have instructed the carrier to either obtain the tools or compensate the customer appropriately. Please note that not all items are designed to be disassembled, and services are limited to standard household furniture.
Carrier ***********************start="2176" data-end="2179"> We understand the customers frustration with the carrier, R&R Moving and Storage. While our team may not have reached them on one occasion due to their availability, they did provide delivery updates when contacted. It was not accurate for **************** to state that we could not reach the carrier at all. Delivery was confirmed completed on June 19, 2025. On June 20, the customer also reported damages, at which time our team immediately sent the carriers claim form and instructions.
Main Point of *****************start="2700" data-end="2703"> The customers primary point of contact throughout the move was *******, whose responsibility was to provide pickup and delivery updates accordingly. However, when the customer calls into our **************** line, any representative is able to assist with general questions, provide available updates, and document concerns. This system is designed to ensure that the customer always has access to assistance, even if the main point of contact is unavailable at the moment.
Next Steps for **********************start="3216" data-end="3219"> As communicated on June 20, the customers next step for additional compensation is to file a damage claim directly with the carriers claims processor. The customer was provided with the necessary claim form and instructions at that time. The claim must include photos of damages, a copy of the Bill of Lading, and the inventory sheets.
Final **************start="3574" data-end="3577"> We sincerely regret the customers dissatisfaction with this carriers performance. This feedback has been documented and will be considered when assigning carriers for future moves in the area.
Initial Complaint
Date:08/14/2025
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.
I have several concerns with my move that is still in progress as I have yet to have my household items delivered in a move from ******* to ********. Over 2 weeks ago, ***** noted she would have someone from "CS' call me and I have yet to receive a call. I have attached several items that address my concerns. 2 photos show the truck before and after loading. As you can see, ***** has marked in RED how much space was used (the numbers in white are mine). She keeps saying I used '7' lines, but by her count noted in red, I only used 6. The before photo numbers 12 lines left and the after photo shows 6 lines were left (numbered in red 12 to 7). That leaves 6 lines used. I am not sure where she gets 7 lines were used. 2 photos detail the last page of the bill of lading. The first is the carbon copy the mover gave me after he completed it, after loading my items, and I signed it. It clearly notes 3 picture boxes were used. However, the one sent to me from ***** shows the 3 was changed to a 5. As seen from the photos, this change was clearly made after my items were loaded, after the mover completed the document and I signed it. 1 photo highlights where my household items have been parked for 3 weeks without any movement. ******* keeps saying, 'the movers are still arranging the delivery trucks.' 4 weeks seems like enough time to figure this out.The last item of concern is the fact that your company has my digital signature on a binding moving estimate that notes my final cost as $4,071.17. This document was changed after I signed it to note my final cost as $4,686.37. I have been given several 'excuses' as to why this has happened; however, the fact remains the company does not have my signature for the $4,686.37. I feel they should honor the $4,071.17 for which they do have my signature. I have attached the document showing when my electronic signature was obtained on 7/7/25 with the costs. I request clarification and resolution.
Business Response
Date: 08/19/2025
We appreciate the opportunity to respond to Ms. ***** concerns regarding her relocation from ******* to *********
Delivery Status:
We understand Ms. ***** frustration with the timing of her delivery. As of our most recent updates, her delivery has been scheduled for August 18 between 4:00 PM 7:00 PM. A follow-up confirmation has also been set to ensure completion.
Truck Space Used:
We carefully reviewed the photos Ms. **** submitted of the truck before and after loading. While she believes 6 lines were used, standard industry practice requires counting space based on the farthest protruding item on the truck floor. This includes items loaded sideways (such as her bed, which was positioned along the side wall). When measured correctly from the floor base, her household goods used 7 lines of space, not 6. This conclusion has been verified by two separate team members in addition to myself.
Inventory Adjustments Picture Boxes:
Regarding the Bill of Lading, Ms. **** noted a discrepancy between the carbon copy given at pickup (showing 3 picture boxes) and a later copy showing 5. It is important to clarify that inventory forms may be adjusted after the initial draft if the crew determines additional packing materials were required for safe transport. This adjustment was made to reflect the actual number of boxes used on sitenot to alter signed documents unfairly.
Estimate and Signature. She should have been charged $362.00 but instead, she was charged only $260.00.
Ms. **** expressed concern that her final cost was increased from $4,071.17 to $4,686.37 without her authorization. To clarify, the rate per cubic foot that she signed for has never changed ($3.30 pcf). It is not possible for the company to alter her electronically signed document without generating a new signature. Any confusion appears to have resulted from overlapping system updates when multiple representatives were in the file at once. This was a system error and it was investigated thoroughly and we have found that at the time of this incident, the customer was verbally given the correct numbers and balances, but she signed a balance that was mistakenly made due to mechanical reasons.
Customer Service Follow-Up:
I personally reviewed Ms. ***** case and escalated her concerns internally to ensure fair handling. My colleague also attempted to contact her directly, but calls have gone to voicemail. She is welcome to reach us anytime at ********************* and ask for Shakerra, who has been assigned to assist her further.
Conclusion:
While I understand Ms. ***** concerns, the supporting documentationincluding her photosconfirms the space calculation was accurate, the packing adjustments were properly noted, and her binding estimate rate legally has to remain the same throughout the move, and this error has since been fixed accordingly. I have advocated for her throughout this process to ensure transparency and fairness. Her delivery has now been scheduled and we will continue to monitor to ensure completion. Her FADD was 7/18/25 and the carriers have a window of 30 business days to deliver before they would need to start compensating $30 a day for a delayed delivery.
Customer Answer
Date: 08/25/2025
Complaint: 23745755

I am rejecting this response because:
I categorically reject Interstates response on the grounds that, once again, they have failed to provide a single piece of verifiable evidence. Instead, they have offered a series of demonstrably false statements in an apparent attempt to conceal their errors, engage in deceptive practices, and alter legal documents after they were signed.
Truck *************************************darkreader-inline-color="" style="color: rgb(0, 0, 0); margin-top: 1em; margin-bottom: 0.08in; font-size: 12pt; font-family: Calibri, Helvetica, sans-serif; --darkreader-inline-color: var(--darkreader-text-000000, #ffffff);"> Regarding the truck space used, I submitted photographic evidence showing the truck both before and after loading. ***** annotated the post-loading photo with red markings numbered 7 through 12, while my original markings were in white. Her claim that I used seven spaces is mathematically incorrect. If spaces 712 were unoccupied, then spaces 16 were used for my itemsclearly totaling six spaces, not seven. While this may now be a moot point, it serves as a clear example of the companys pattern of misrepresentation.
Alteration of **********************************************darkreader-inline-color="" style="color: rgb(0, 0, 0); margin-top: 1em; margin-bottom: 0.08in; font-size: 12pt; font-family: Calibri, Helvetica, sans-serif; --darkreader-inline-color: var(--darkreader-text-000000, #ffffff);"> The Household Goods Descriptive Inventoryinitially and incorrectly referred to as the Bill of Ladingwas altered after I signed it. I have submitted both the original copy provided to me at the time of signing and the version later sent by *****. My signed copy indicates that three boxes were used to pack six pieces of wood art I personally created. The version provided by ***** shows this number changed to five. When I questioned the mover upon delivery on August 18th, he stated that Interstate instructed him to make the change.
*****s claim that inventory forms are routinely adjusted after the initial draft is misrepresentation. This form was not an initial draft as it was completed and signed by both myself and the mover after all items were loaded. Any changes made afterward constitute a deliberate alteration of a signed document.
Furthermore, I previously informed ***** via email that no picture boxes were used for these six items; they were wrapped in moving blankets. In her July 24th email, she stated:

If, at the time of delivery, you are able to confirm that fewer than 7 picture/mirror boxes were actually used, we are happy to re-evaluate and consider a fair adjustment or refund accordingly.

I did exactly that. I photographed the delivery process, which clearly shows the six pictures being unwrapped from blankets with no picture boxes in sight. The movers did not use 5 boxes. They didn't use any boxes to secure these 6 pictures. Therefore, I request a refund of $170.00 for the five unused picture boxes ($34.00 each).
Additionally, I was charged $45 twice for the packing of two mirrors, which were supposed to be packed separately and with care. However, photographic evidence shows both mirrorsone vanity mirror and one small dresser mirrorwere packed together in a single mirror box. Accordingly, I request a refund of $45.00 for the duplicate charge.
Disputed Final Charges and Alternation of *******************************************darkreader-inline-color="" style="color: rgb(0, 0, 0); margin-top: 1em; margin-bottom: 0.08in; font-size: 12pt; font-family: Calibri, Helvetica, sans-serif; --darkreader-inline-color: var(--darkreader-text-000000, #ffffff);"> Interstate possesses my signature on a binding estimate for $4,071.17. This is the only signed agreement. However, the Bill of Lading reflects a charge of $4,686.95. I explicitly wrote on this document that I did not agree with the revised pricing. I paid the amount under duress, as the movers would not deliver my items otherwise.
Despite repeated attempts to resolve this issue throughout the month, I have received nothing but evasive responses, falsehoods, and a refusal to escalate my concerns to a supervisor. While the company acknowledges an error, the fact remains that they did not obtain my signed consent for the higher amount. A phone conversation with ******** does not override the signed documentation. I signed a form reflecting $4,071.17, and that signed agreement should be honored. I therefore request a refund of $615.78the difference between the agreed-upon and charged amounts.
Lack of Communication and **********************************darkreader-inline-color="" style="color: rgb(0, 0, 0); margin-top: 1em; margin-bottom: 0.08in; font-size: 12pt; font-family: Calibri, Helvetica, sans-serif; --darkreader-inline-color: var(--darkreader-text-000000, #ffffff);"> *****s claim that her colleague attempted to contact me is categorically false. Interstate records all calls; they should be able to provide proof of these alleged attempts. They cannotbecause no such calls were made.
Over the past several weeks, I have only been contacted by:

A customer service representative regarding the delivery date of August 18th.

******* from customer service, regarding delivery logistics.

No other representatives have reached out. Despite multiple written requests on July 26th, 28th, 29th, and 30th to speak with a supervisor, ***** failed to provide contact information. On July 30th, she stated that CS would call methis never occurred. On August 12th, I again requested escalation. ***** responded that ******** would contact me within 2448 hours. That contact never happened. On August 16th, I followed up for the seventh time. ***** replied that ******** had personal obligations and suggested I email her directly. I have not done so, as I do not believe ******** is a supervisor, but rather a peer.
I can provide all email correspondence to substantiate these claims. This level of customer service is unacceptable and appears consistent with the numerous complaints filed against Interstate with the BBB over the past year.
Final ***************************darkreader-inline-color="" style="color: rgb(0, 0, 0); margin-top: 1em; margin-bottom: 0.08in; font-size: 12pt; font-family: Calibri, Helvetica, sans-serif; --darkreader-inline-color: var(--darkreader-text-000000, #ffffff);"> I challenge Interstate to provide proof that any of the above statements are false. To date, they have failed to produce any evidenceonly excuses and misrepresentations. I request a reimbursement for the amount mentioned monies in the amount of $830.78.

Sincerely,

****** ****
Business Response
Date: 08/26/2025
Response to Customer Complaint
At the time of pickup, the customer signed her inventory sheet acknowledging a packing charge of $260.00. According to the signed inventory sheets, the carrier packed the following items: vanity mirror ($45), mirror ($34), pillows ($17), and six pictures at $34 each. This totaled $300 in packing services; however, the customer was only charged $260 as reflected on her Bill of Lading.
Regarding the photo evidence of the space used, we recognize that there may be differences of interpretation. Specifically, in photo D5476673ss2, the angle of the image captures lines that fall behind the load, which can make it appear as though the customer did not use those spaces. In reality, she did. Measurements must always be taken at the furthest protruding point of the load. As shown in the image, the customers items near the floor extended past the 7th space, not including the bed placed on the right side. Had that bed been positioned directly in front of her load, the total would have extended into the 8th space.
It is important to clarify that the Bill of Lading (BOL) was not altered after the customer signed it. At booking, the customer signed for a binding rate of $3.30 per cubic foot, which is the only binding criterion on the estimate and does not change. The discrepancy that occurred during her verification call was due to a system error caused by two representatives accessing the file simultaneouslyher sales representative (****) attempting to contact her while ******** was on the line making updates to her reservation.
Her concerns have already been escalated to a supervisor. While she did not agree with the responses provided, the matter has been further elevated to senior management, who have the final authority on such reviews. The customer will receive an update as soon as this review process is complete.
Customer Answer
Date: 09/04/2025

Complaint: 23745755

I respectfully reject this response, as it mirrors previous communications in which the claims presented are entirely unsubstantiated and lack any supporting evidence. The only accurate acknowledgment is that a new representative was assigned to address the numerous errors and misconduct committed by ***** ********* and Alliean action that occurred only after I filed a formal complaint with the Better Business Bureau.

Despite assurances given to me last Wednesday (now one week ago) that I would receive a refund for both the discrepancy between the signed binding estimate and the altered amount, as well as reimbursement for unused packing materials, I have yet to receive any payment. The company stated that the refund would be issued via Zelle; however, no funds have been transferred to date.

I continue to reject this response until the company fulfills its commitment. I have documented proof of the refund agreement, both in written messages and phone correspondence. I will be monitoring how long it takes for Interstate to honor the terms they themselves outlined.

Sincerely,

****** ****
Initial Complaint
Date:08/07/2025
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.
Dear BBB,This letter concerns a cross-country move handled by A2B ********************************* which has resulted in significant overbilling, poor service, and failure to provide documentation of charges.Despite an original quote of $20,695, A2B now demands nearly $30,000. They have refused to verify cubic footage, forced me to complete their labor, and attempted to collect full payment in advance of delivery.I have made multiple good-faith efforts to resolve the matter, including offering a final payment of $25,137. The company refuses to respond or escalate to senior decision-makers.I am requesting BBB assistance in resolving this matter fairly and swiftly.
Business Response
Date: 08/19/2025
This matter has been resolved in favor of the customer. The concerns regarding billing, service issues, and documentation have been addressed, and the parties have reached a satisfactory resolution. No further action is required at this time.
Initial Complaint
Date:08/04/2025
Type:Delivery 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.
We hired Interstate Moving & Relocation Group (Order #*******) and paid over $6,800 for a long-distance move from ******, ** to *********, ** including $825 for Expedited Delivery Within ************************************ our signed Binding Estimate and Bill of Sale.Our items were picked up on July 25, 2025, which makes the contractual delivery deadline August 4, 2025. Despite multiple written emails, the company has refused to confirm that our belongings will arrive by this deadline. They are now trying to redefine expedited as a vague window, even though nowhere in the contract or fine print does it state that expedited delivery is not guaranteed.According to the ***** (*******************************************), ***************** is defined as:An agreement with the mover to perform transportation by a set date in exchange for an agreed upon additional charge.We relied on that service in good faith. The company is still in possession of our property and has provided no delivery timeline. We are now across the country without essentials, while the company breaches a clearly documented agreement.We are disputing $825 for the failed expedited service, as well as $2,750 in remaining unpaid charges that we were contractually obligated to pay upon delivery. That delivery has not occurred, and the company is attempting to charge for services not rendered.
Business Response
Date: 08/05/2025
Interstate Moving & Relocation Group (IMRG) would like to clarify that Ms. ***** **** is the customer on file for Order #*******. Mr. ******* **** is not a party to the contractual agreement with ****. Ms. **** paid $4,053.57 to **** as a brokerage deposit. The remaining balance due at pickup and delivery is owed directly to the assigned carrier, Panthers Moving.
Ms. **** did select and pay for expedited delivery service for an additional $825, which guarantees delivery within 10 days or less. While pickup occurred on July 25, 2025, Ms. **** provided a First Available Delivery Date (****) of July 31, 2025. Legally, carriers cannot deliver prior to a customer's ****, meaning the ****** expedited window begins on July 31. However, in light of the misunderstanding and the carriers inability to meet Ms. ***** expected delivery by August 4, the $825 expedited fee will be removed from the final balance. This fee was for an added service no longer being provided, and as such, will not be charged.
As of this morning, Ms. ***** items are officially in transit and are expected to arrive by Thursday, August 7only five business days from the **** and well within standard delivery timeframes, especially during the peak moving season. While expedited service is no longer being billed, the carrier is still making efforts to deliver as quickly as possible. **** has also kept Ms. **** updated throughout the process and is currently reviewing a goodwill compensation refund for the inconvenience.
Customer Answer
Date: 08/06/2025

Complaint: 23696270

I am rejecting this response because:
To clarify, I, ******* ****, am Mrs. ***** ***** husband and was present and involved throughout the entire moving processfrom initial coordination and payment through pickup and communications with both **** and the assigned carrier. I have her full permission to speak on her behalf regarding this matter and am doing so now to ensure our concerns are fully addressed. If necessary, we are more than willing to provide a signed statement from Mrs. **** confirming that I am authorized to represent her. That said, it seems unnecessarily bureaucratic to require this when her spousewho has been equally involved from day oneis simply trying to resolve a customer service issue.

Additionally, your statement that Mrs. **** paid $4,053.57 to IMRG as a brokerage deposit is incomplete. We also paid an additional $2,750 directly to the carrier at pickup, bringing the total paid so far to $6,803.57.

While we appreciate that the $825 expedited fee is being removed, we are seeking further compensation. When booking this move, we were clearly and repeatedly told that the 10-day expedited delivery window would begin from the pickup date, which was July 25not from the First Available Delivery Date (****). We provided the **** of July 31 only in case the movers arrived earlier than expected and needed to place items into storagenot as a delay mechanism. It was made clear to us by **** **** that the 10-day window would be based on the pickup date, not the ****.

As of today, we were informed by the movers that delivery has been delayed again and is now expected Friday, August 915 days from the July 25 pickup, well beyond the promised expedited timeframe. This delay has caused significant disruption and stress during a major relocation.

Given the misrepresentation around the expedited delivery terms and the inconvenience caused, we are requesting additional goodwill compensation beyond just removing the $825 charge. We believe this is fair based on the circumstances and the assurances we received when booking.

Finally, we request a formal receipt or confirmation in writing showing that the $825 expedited delivery fee has been refunded, emailed directly to us at both ******************************** and ****************************. We want to ensure there is clear documentationnot just word of mouthas much of this process has lacked transparency and proper communication.

Thank you for your continued attention to this matter.

Sincerely,
******* **** (on behalf of Mrs. ***** ****)
Business Response
Date: 08/19/2025
Interstate Moving & Relocation Group, **** (****) would like to provide the following clarification regarding Ms. ***** ***** move from ******, ** to *********, ** under Order #*******.
1. Brokerage Role and Contractual Parties:
IMRG is a licensed moving broker, not the carrier. Ms. **** entered into an estimate with **** for coordination services and paid $4,053.57 as a reservation deposit. The assigned carrier for her move was Panthers Moving & ************* (USDOT #*******, MC #******), who assumed possession of her property at ******. All remaining balances, including charges at delivery, were payable directly to the carrier, not to IMRG.
2. Expedited Delivery Dispute:
Since expedited delivery is an extra service that's not always available, it was explained to the customer that the carrier's schedule has experienced last minute changes and would no longer be able to accommodate expedited delivery services and she will receive a refund for this service. However, she put an FADD as 7/31/25 which legally starts the delivery window and the carrier did deliver within ************************************************************************** **** did elect and pay for expedited delivery service for an additional $825. Expedited service guarantees delivery within 10 days or less, but the governing regulation requires the customer to provide a First Available Delivery Date (FADD). Ms. **** selected July 31, 2025 as her FADD, meaning the 10-day expedited window legally began on that date, not the pickup date of July 25, 2025.
Despite this, IMRG acknowledges that proper expectations were not set during booking, and that Ms. **** anticipated delivery by August 4, 2025. When it became clear that the carrier could not meet her expectation, IMRG immediately removed the $825 expedited fee from the balance owed. This adjustment was confirmed to Ms. **** in writing on August 4, 2025.
3. Delivery Timeline:
The carrier confirmed that Ms. ***** items were loaded and departed ***** on August 4, 2025. Carrier updates provided to **** showed her shipment was in transit with an ETA of August 78, 2025. Delivery was completed on August 8, 2025, which was only five business days after her FADD and well within standard industry delivery timeframes for long-distance moves during peak season.
4. Outstanding Balance:
The remaining delivery balance was reduced to $1,924.58 following the removal of the expedited service fee. This balance was collected directly by Panthers Moving & Storage upon delivery of goods. **** has no financial claim against Ms. **** beyond the initial brokerage fee already paid.
5. Damage Concerns:
Upon delivery, Ms. **** reported damages to certain items. On August 8, 2025, **** provided her with full claims instructions, including carrier contact details and the independent arbitration process through ********************************. Customers have nine (9) months from delivery to file a claim, and Ms. **** was advised to include photos, the Bill of Lading, and inventory sheets to substantiate her claim.
6. Good-Faith ******* and Resolution:
While IMRG cannot alter or override the carriers performance, we:
Removed the $825 expedited fee proactively.
Worked with the carrier to accelerate delivery as much as possible.
Provided regular written and verbal updates on shipment status.
Delivered complete claims instructions promptly upon customers report of damages.
Reviewed further goodwill compensation options internally.
Conclusion:
**** maintains that the expedited fee was properly refunded and that delivery was made within a reasonable and lawful timeframe from the customers stated FADD. We regret that the customer experienced confusion about delivery expectations and have already taken corrective steps to remove disputed charges and provide claims support. The customers next steps to obtain any further compensation is to file a damage claim through the carriers claim processor recently provided on 8/11/25. Thank you.
Customer Answer
Date: 08/19/2025

Complaint: 23696270

I am rejecting this response because:

While I appreciate IMRGs response, several key issues remain unaddressed:

Misrepresentation of Expedited Service:
We specifically chose IMRG over lower-cost competitors because they promised expedited delivery. This premium service was the deciding factor in hiring ****, despite their higher cost.
Expedited delivery was sold to us as delivery within 10 days from pickup. No one explained that the First Available Delivery Date (FADD) would reset that clock. We set July 31 as FADD only to protect against early delivery and unnecessary storage fees, not to give the carrier six extra days beyond pickup.
IMRG admits in their own response that proper expectations were not set. This is an acknowledgment that the service was misrepresented.

Communication Failures:
**** claims to have provided regular updates. In reality, once our case was sent to compliance, responses became inconsistent. On both the day before delivery and the day of delivery, we received no replies to multiple texts and calls. At the most critical moments, communication broke down completely.
In the weeks leading up to delivery, **** repeatedly ignored our messages and only responded after we explicitly threatened legal action. This pattern of non-responsiveness made it nearly impossible to get reliable information about our belongings and added significant stress to the relocation process.

Consumer Harm:
We paid more for ***** services based on their expedited delivery promise. Instead, we were left without belongings during a cross-country relocation and had to adjust our move-in plans based on inaccurate delivery expectations. The $825 expedited fee was only removed after we raised the issue, not proactively.

Responsibility as Broker:
IMRG cannot claim to be just a broker when they marketed and sold expedited service as part of their offering. Whether the carrier or broker ultimately failed, **** profited from the transaction and should be accountable for the misrepresentation.
Conclusion:
IMRGs attempt to redefine expedited delivery after the fact does not change the reality: we paid more for a premium service that was not delivered as sold. Clear disclosure about how FADD alters expedited delivery timelines was never provided. Combined with their failure to communicate until we threatened legal action, it is clear **** did not uphold their obligations. We request further compensation for the misrepresentation and the stress caused by IMRGs lack of transparency and communication during our move.
Business Response
Date: 08/26/2025
Interstate Moving & Relocation Group (IMRG) would like to address the continued concerns regarding Order #*******.

Expedited ****************start="322" data-end="325"> ***************** was an optional add-on available at the time of Ms. ***** reservation. Unfortunately, due to changes in the carriers schedule, expedited service was no longer available for her move. As a result, the carrier refunded the $825 expedited fee in full. Expedited delivery is a guarantee only when it is available, and when it became unavailable, IMRG and the carrier followed standard business practices by removing the fee. Just as in any industrysuch as a restaurant removing a menu item that is no longer availablethe appropriate resolution is to refund the specific charge for the service not provided, not to additionally discount unrelated services that were completed.
It is also important to clarify that **** did not profit from this charge. **** does not collect or profit from carrier pickup or delivery feesthose payments are made directly to the carrier at those times. The expedited fee was a carrier labor fee, and the carrier appropriately reduced Ms. ***** final delivery balance to account for the removal of this charge.

Brokerage ****************start="1420" data-end="1423"> Ms. **** paid $4,053.57 as her brokerage deposit. From that deposit, **** retains only a small portion after reservation fees are disbursed. ***** compensation does not include any part of the carriers pickup or delivery charges.

Communication & *******************start="1692" data-end="1695"> Compliance is a regulatory and resolution department, not customer service, and therefore does not provide real-time pickup or delivery updates. **************** is responsible for status updates and coordination. Ms. **** was contacted at the following points:
7/25 - The pickup was performed/communicated
7/28 Pickup coordination
7/31 Delivery update
8/4 NA/LVM for update
8/4 Customer called back (multiple communications)
8/5 Response to BBB filed
8/6 Verified delivery balance
8/6 Notified delivery ETA of 15 days (NA/LVM)
8/8 Delivery completed; customer requested claims info

As also explained during booking, drivers contact the customer the day before arrival. ***** role is to provide periodic updates prior to and after delivery to confirm completion, and oversee the move, which was done in this case.
Conclusion

IMRG and the carrier fulfilled their obligations by refunding the expedited fee once the service became unavailable. This customer was refunded appropriately and is not due additional compensation. **** did not profit from expedited delivery, as that fee is strictly a carrier labor fee handled at pickup or delivery. The carrier absorbed and removed this charge, ensuring the customer was not billed for a service not rendered.
Initial Complaint
Date:07/25/2025
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.
Hired these movers to move my entire belongs from ******* to ******** was told it would take a week. Im now a week in and all of my belongings sitting in the same parking lot. I have contacted several times and nobody can give me a clear answer when my belongings will be out here. Im going to end up in my home with absolutely no clothes no bed or anything to cook with.
Business Response
Date: 08/05/2025
Thank you for bringing this matter to our attention. We appreciate the opportunity to respond to Mr. ***** ******* concerns regarding the delivery of his household goods from ******* to ********. Mr. ******* delivery was successfully completed on July 30th. While we understand the inconvenience experienced during the waiting period, the delivery occurred within the standard time frame outlined in his estimate. Based on the mileage of ***** miles and the first available delivery date he provided, the standard delivery window ranges from 2 to 14 business days, with a maximum of 30 business days, unless the ************************** (P.G.S.) is selectedwhich was not the case here. As a licensed interstate broker, Interstate Moving & Relocation Group, **** arranged Mr. ******* move through an FMCSA-authorized carrier. The actual transport and logistics were handled solely by the carrier, as disclosed in the signed estimate. While we do not control the carriers operations, we remained in contact with them to advocate on Mr. ******* behalf, get delivery updates, periodic follow **** and have shared his feedback to help improve communication going forward.
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.

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Interstate Moving & Relocation Group, Inc. is NOT a BBB Accredited Business.