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: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  **************************.

   

• Initial Complaint

  Date:11/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my complaint regarding the unethical practices I encountered with Interstate Moving & Relocation Group **** Initially, I was provided a quote of $3,045 for my move, and I paid $1,331 in advance. The company representatives kept me on the phone and pressured me into quickly signing the contract without allowing sufficient time for review. On the scheduled moving day, I was presented with a significantly higher revised quote of $4,916. Given that I had already made the first payment, I felt trapped and unable to back out of the agreement. Once again, I was rushed into signing the new *********** make matters worse, the company provided three photos showing a few small boxes and dishes, claiming these items justified an additional $2,000 charge! I was initially informed that the delivery would take between 2 to 14 days, but it was later clarified that this meant business days. Ultimately, I did not receive my belongings until 26 days later (18 business days).Due to the delay, I had to spend $4,000 on my credit cards to purchase items that I already owned but did not have access to because they were not delivered on time.Had I known about Interstate Moving & Relocation Group ****'s deceptive practices and misleading cost estimates, I would have chosen a different company with a better offer. This entire experience has been frustrating, stressful, and costly. I am seeking advice on any further action I can take to address this matter and ensure that others are not subjected to similar treatment by this company.

  Business Response

  Date: 11/12/2024

  Interstate is very sorry to learn this customer had a less-than-expected experience.
  As explained to the customer at booking, to lock in the rate and the requested route to ensure availability, they have to book now but if not, there is a chance both could change due to the moving industry's daily everchanging circumstances such as truck availability, laborer availability, rate price based on availability. It also was explained that it doesn't make a difference because the customer still has 72 hours to cancel for a full refund, so the customer has enough time to review and still lock in the estimates price. 
  The customer was presented with a new onsite ********************** estimate because the customer needed additional packing and had 15 additional items/boxes. This is still only an estimate and the customer only pays for the amount of space used on the truck, so the customer is in complete control of how much they spend, and in this customer's case, they chose to load and use additional space than estimated. The carrier removed the shrink wrap charge as a courtesy as well after the customer expressed dissatisfaction.
  Regarding the delivery, the customer was aware from booking of the delivery expectations all long distances moving companies have per DOT, which is legally per DOT, 30 Business days and 21 business days per Interstates Contract. This delivery was not delayed. This is stated in the customer's estimate that they had 72 hours to observe. 
  Moving is very expensive and the customer is told to pack enough essentials to have until their delivery arrives. The only thing Binding is the customer's price per cube and as long as the customer used the amount of cubic footage they were estimated for and nothing more, then their estimated price would have been their final price. The customer would have used the same space with a different company as well but their price per cube may have been higher. 
  The customer has been in contact with ********************* Compliance Team and is working on an amicable resolution. 

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22528533
  
  I am rejecting this response because:

  Dear BBB and Interstate Moving *********************** has claimed there were 15 additional boxes, but at least 6 of these were included in the original estimate. I have attached the photos provided by the company that supposedly justify these additional charges for packing. However, these pictures do not depict the alleged 15 additional boxes. In the photos, the boxes with the ****** brand were packed by me and were charged separately, so they should not be included as part of the 15 additional boxes claimed by the company. Notice that there are no significant changes in furniture or other large items to justify the $2,000 increase. I demand a refund for these unsubstantiated charges.
  The significant increase in the estimate (by $2,000) occurred on the pickup date, leaving me no choice but to accept the revised price under duress. This practice is misleading and does not align with the principles of fair and transparent business operations.
  I understand that delivery timelines can vary, but the communication regarding the delivery was unclear and inconsistent, which caused unnecessary stress during the process. While I acknowledge the removal of the shrink wrap charge as a courtesy, this minor concession does not address the larger issues of overcharging and misrepresentation.
  
  I urge the company to address the following:
  Issue a refund for any unjustified charges based on the inflated estimate.
  Commit to improving transparency in pricing and service terms for future customers.
  I appreciate ********************'s assistance in mediating this matter and look forward to a fair resolution.
  
  Sincerely,
  
  Erfaneh Gharavi

  Business Response

  Date: 12/06/2024

  This customer was provided compensation by her contracted carrier (ZIP VANLINES) as well as she was adjusted for the amount of space she used on the truck which is what the estimate is for.($4.50 per cubic foot). **** performed an investigation and found that there was no frivolous information or charges told or added to this customers estimate. The customers final charges are charged by the carrier at pickup and delivery. The customer does not have a contract with ********************, only with Zip which is her Bill of Lading. **** only provided her an estimate based off the inventory provided. If the customer had additional items, larger items, or more packing that would be charged onsite at pickup with the carrier. At this point the customer was assisted by **** in being adjusted as well as being properly discounted. If there are further issues **** welcomes the customer to call in to address them.

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22528533
  
  I am rejecting this response because:

  The most concerning issue is the inflated number of packing boxes reflected in the final estimate. The initial estimate accounted for a specific number of packing boxes, yet at least 6 of the 12 boxes included in the final total were already part of the initial count. This misrepresentation resulted in a $2,000 increase in charges, which is not justifiable. The issue is not about the cost of the packing materials themselves but about the inflated box count that directly impacts the total square footage and, in turn, the overall charge. No changes were made to the quantity or size of furniture being moved. I have attached images of the initial and final item lists, as well as the specific dishes and small items for which the company claims 12 boxes were used. These images clearly show that the box count increase was unnecessary and unsupported.
  Additionally, the sudden increase in the final charges suggests an unethical bait-and-switch tactic. I selected this company over a competitor due to the lower initial estimate, only to face a significantly higher final bill.  Compounding the financial burden, my delivery was delayed by an entire month, causing significant disruption.

  Sincerely,
  
  Erfaneh Gharavi

  Business Response

  Date: 01/03/2025

  **** is very sorry to hear this customer was unhappy with their move. After investigation, it was found that the customer contacted ******************** and the packing charges were discounted $168.00 after pickup was done. The customer proved to have used the space and the materials they were charged for. An adjustment has been made based on the imaged proof of the space used, as well as the packing charges were discounted in good faith. The customer is always %100 in control of their move and how much space they use and what they decide to pack before pickup. Anything not packed before pickup, the customer is aware they will need to pay those packing charges at pickup. Interstate does a detailed analysis on every job to ensure the customer is not paying for things they were supposed to. At this time the customer has been reimbursed and is welcome to reach out with any questions or concerns regarding their move.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22528533
  
  I am rejecting this response because:
  I am beyond frustrated with this entire situation. Your response completely ignores the main issueyour company lured me in with a low estimate and then increased the price by over $2,000, more than half of the original estimate! This is a classic bait-and-switch scam, and I refuse to accept this as normal business practice. You claim I was 100% in control of my move, yet I was left with no choice but to pay the inflated price after my belongings were already in your possession. This is not transparency; this is manipulation. This back-and-forth messaging is pointless and does nothing to resolve the fraudulent charges. I hope the BBB takes the matter at hand from now on. 
  Additionally, the justification for the extra space charge is ridiculous. your team handled the packing, and they left huge empty spaces in large boxes, which took up unnecessary space in the truck. This was completely out of my control, yet Im being forced to pay for your teams poor packing decisions. A $168 discount does not even come close to resolving a $2,000 overcharge! I demand a fair resolution, and I expect the BBB to intervene, as it is clear you have no intention of addressing this properly.
  Sincerely,
  
  Erfaneh Gharavi

  Business Response

  Date: 01/23/2025

  Interstate is very sorry about this frustration you have experienced with your move. However again, The customers are presented with an Estimate based on the Inventory given to the booking representative. If an item is not told to the booking agent then it would not be included as part of the space that your reserving.

  I am sorry you feel your move felt like "bait and switch" however this is simply not true. An estimate is exactly what it is, An Estimate. there is no way to know how bulky your item will be indefinitely on the back of the truck until it is on the truck, that is why it is very important to be as accurate as possible when saying an item is "big" or "small" or an exact box count with exact size as small, medium, or large so the customer can receive either the closest to accurate estimate possible, or an over estimated estimate.

  The customer is %100 completely in control of how much space they want to use or pay for at pickup, if you discover that your items are going to be taking more room or you have additional items, you have a choice to prioritize what does and does not go on the truck. Nobody forces the customer to pay a certain amount; it simply depends on what the customer wants and needs. It was always reminded to the customer that if they use more space, they will have to pay for the additional space they use. If they use less space, they can be adjusted for the space they use. It also shows that packing charges were removed from customers balance to attempt to appease the customer complains. 
  

  Additionally, it was learned at the time of pickup that Erfaneh was not on-site during pickup and had a proxy in her place. This has the potential to cause miscommunication, confusion, and unfortunate situations to occur. The customer is supposed to be onsite and if any issues come up regarding packing would be handled right away while on the job. The carrier crews doing packing, pack to DOT standard, meaning not overpacking, or making boxes too heavy because that creates damage. Customer usually always pack boxes way differently than insured professionals pack. If something breaks, they have to be responsible for it.

  Finally, after doing an investigation of this move, the customer was adjusted by ******************** and was protected by Interstate before during and after the pickup and delivery making sure all pictures and paperwork added up correctly, that's when the cubic footage and packing charges were adjusted and removed based on correct and actual services performed. Interstate welcomes the customer to reach out with further any issues or questions.

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22528533
  
  I am rejecting this response because:

  I am outraged by your continued refusal to acknowledge the blatant overcharging in my case. If you actually review the estimated and final inventory sheets, you will see that there was NO change in the furniture itemsnone. The only difference was the addition of five boxes, and even those were half-empty due to the way your team packed them. And for this, you charge me an additional $2,000?!
  This is beyond unreasonable. You cannot justify an increase of over half the original estimate for five poorly packed boxes. There is no legitimate reason for this outrageous price hike except to scam customers once their belongings are already in your possession. This back-and-forth rejection is pointless. The BBB is handling this matter, and I expect a REAL resolution, not excuses
  
  Sincerely,
  
  Erfaneh Gharavi

• Initial Complaint

  Date:10/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Relocating from AZ to **. First, the estimate was way off for a 4-bedroom home, and the terrible moving company Interstate contracted with came with too small of a truck. We had to leave so much stuff behind, about $4,000 plus worth. The moving company that was contracted out by Interstate, R&R Movers, is rude and scammers. I could not locate them on the BBB. Interstate's compliance manager, ***** has been nothing but deceitful and rude. Would not help us with anything. To paraphrase, this is how it is, you will get your stuff when you get it and we will charge whatever we want, or you won't get your stuff. Essentially, holding our stuff ****** until we pay an additional $1500 in fees that were never disclosed. Everything in cash.

  Business Response

  Date: 10/25/2024

  **** is very disappointed to here of this customers un-satisfaction. ******************** shows the customer has been in constant all throughout their move. All conversations happened with *** ****** based on records. This customer was adjusted properly prior to delivery for their cubic footage. When storage became an issue, interstate advocated for a free guaranteed expedited delivery, unfortunately it was explained in great detail why that would have been impossible to opt in to at that particular time. Interstate also caught a particular mistake that was able to save the customers from paying $1,687.05 at the delivery. The customer sent an invoice for damaged walls which is currently being addressed with the carrier R&R Moving. The customer had a missing items as well. The customer also complained of a rug having footprints on them in which both things are being addressed and taken care of with the carrier by the guidance of Interstate. Interstate was unable to find any evidence supporting Ms. ******** claims of a particular *** being deceitful, rude or unhelpful being that no communication was had with Ms. ****** and all communications was had with the *** including all the resolutions, adjustments, and verbal /written communications. IMRG is sorry Ms. ****** feels interstate was unhelpful and the customer is welcome to call in to discuss this matter further. 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22420885
  
  I am rejecting this response because:
  They are lying. We have records to prove it. We charged another $1561 on top. I have the receipt. They destroyed our walls which we were never compensated on. All they do is tell you what you want to here. They do not follow through or care about their customers. The *** **** from R and R is a complete *****. 

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

  Business Response

  Date: 11/12/2024

  It seems the customer misunderstood the recent response. However, the customer has correctly been adjusted and charged for their move based on the proof presented. The customer has been made aware that if they want to receive compensation for damages, they need to properly file a claim to the information provided to them. The customers' complaints are appreciated and have been recorded and action has been taken regarding the carrier. If the customers find they need further assistance they are more than welcome to reach out. 

• Initial Complaint

  Date:09/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved across the country with my roommate and found Interstate Moving and Relocation Group from the Forbes list article. I had been doing quite a bit of research on comparing costs, what to avoid in moving companies, and what questions to ask to ensure youre not taken advantage of. I was nervous based on the number of poor reviews I was seeing about other companies and the reviews for Interstate were good. When speaking with ***** ******* (the representative that handled my initial signing) he confirmed that my suspicions were valid and that unlike other moving companies that trick and steal, Interstate Moving and Relocation Group were to be trusted. He doubled down on their validity and their refusal to change costs so much that now it can only be seen as out and out lying. The company turned around and asked for an extra $6,000 the day of the move, took significantly longer than expected to move it, and lost some of our belongings. I genuinely feel like I was stolen from. To have known the cost of the move upfront would have been hard, but manageable. I could have sold, given away, or shipped more items. I could have gone with a company that used a different pricing scale or even just known I would need this much money on hand at all. To demand such a large sum without warning is outrageous for most people. By the day the movers were there, I had given my 30 day notice to my apartment complex and was set to be out two days after, had a flight to catch 2 days after that, and my car was already in transit to my future residence. There were no options but to pay. During that first call, ***** was insistent that if we had any questions or needed anything that he would be available. He confirmed that I had all forms of email addresses and phone numbers to be able to reach out. I have since tried to contact him via email a few times and called with no response. This entire experience was devastating, emotionally and financially. Moving is stressful enough!

  Business Response

  Date: 10/08/2024

  Interstate is very sorry to hear the customer was unsatisfied with their move. An investigation of previous conversations was performed and there was no misleading or incorrect content found. Interstate did offer the customer compensation for the grievance.
  However, it was explained to ***** that her move cost is based on the amount of space used on the truck. With the department of transportation, there are only 2 ways a customers move is charged and that's either by cubic footage or weight. Cubic footage is the most commonly utilized method because its more beneficial for the customers. While the customer was providing the inventory that was expected be loaded at pickup, there were multiple items left unidentified. The carrier discovered 57 additional items at the time of pickup that were not mentioned and **************************************************** this customer's case, it is easy to understand why the final price went up a significant amount. Ultimately the customer is in full control of how much they spend on their move. At the time of pickup, it is their choice on what is to be loaded, so if they want to save or spend less, the customer would have needed to sacrifice some items and not have loaded everything. Unfortunately, in moving, the carriers can not allow a customer to use space for free because that is space that could have been used for a different paying customers job. The customer has 2 chances before pickup to declare all of the inventory to receive the most accurate estimate, booking, and quality assurance. The ** call happened on the 12th which was 3 days before the customers pickup window. The customer is made aware at both points that if they have additional items they will have to pay for that space. Also while moving with a moving company, the customer is encouraged to not book the move for pickup less than a week before their move out date due to last minute unforeseen circumstances that they may have. It is on record that the customer and ********************** was in contact 4 times during pickup to confirm and discuss the onsite new estimate, the customer confirmed the understood the increase, after that the customer was in constant contact 8 times, between the 15th and the 9th of September. If the customer has any damages, they would have to file a claim in order to receive that compensation. The customer service phone numbers and emails have not changed and the customer is welcome to call in with other questions or concerns.

• Initial Complaint

  Date:09/02/2024

  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.

  I paid this company over $4000 to move my items from ***** to *******. First, they added a $400 charge on the day of delivery because they had to change trucks. This has nothing to do with me and they would not release my belongings until I paid it. Secondly, 80% of my boxes, moving bags, and plastic storage totes were damaged to the point that the contents were also damaged. An heirloom china set, clearly marked fragile, was flattened. My TV does not work because the box was damaged.

  Business Response

  Date: 09/12/2024

  Ms. Field did not make the full payment to Interstate Moving, only a portion of a deposit was made to IMRG. The rest was paid at pickup and delivery to their carrier, Condor. It seems as though Condor needed to use a shuttle to finish the customer's move at delivery because the semi-truck was not able to park anywhere without causing property damage. The customer has to make their delivery payment before the offloading starts, that is the industry standard recommended by DOT. IMRG is very sorry to hear there were damages made during transit. Although not much can be done about the boxes, bins, and protective coverings themselves being damaged, a claim will have to be filed with the carrier for damages to be reimbursed.  The claims email will be sent to the customer's preferred email on file now. We welcome the customer to call in directly with any questions.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22229476
  
  I am rejecting this response because I still cannot get anyone from customer service to call me at a time I'm available (after 3:30pm daily). Further, it was at no point told to me that Interstate would be contracting with another party. They misrepresented themselves and their services. Further, I have not received any email communication from Interstate although in there response they said they would email me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/19/2024

  Interstate is sorry that the customer has not received a call after their work schedule. It is noted in the system that the customer has been contacted and was invited to call back in at their convenience. The operating hours are posted in multiple emails as well as online, which are 10am - 6pm Monday - Friday EST. 
  The customer was informed of their carrier as well at booking, as they signed the *************************** of Lading which solely provided the carrier's information on it. This form is mandatorily signed by the customer at booking ( 5/17/********** pm ET sign name *******). Interstate also apologizes if there were any misunderstandings, Interstate tries its best to make sure any misunderstandings are avoided by not only providing information orally but also in writing via direct email to ensure complete transparency, the customer received 6 informational letters with 3 being mandatorily signed at booking to ensure there were no misunderstandings. 
  There was an email sent to the customer on 9/3/24 & 9/4/24 asking to contact the office and asking to confirm the delivery has been completed. Further, The customer is welcome to contact the office directly if there are any further issues needing to be addressed.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22229476
  
  I am rejecting this response because I received no emails asking me about my move. I have not received any information about how to file a claim. When I called the representative who left me a message, they did not answer not return my call. I still do not know how to file a claim for my damaged items.
  
  Sincerely,
  
  *************************