Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/04/2024

  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 went with this company because of the flexibility they said they had with my moving before I sold my old house and bought a new one. I knew what state I was going to but not an address. At every stage, I've gotten misinformation, charging more than the original agreement (now Venmo is one of the only possible forms of payment and requires a 5% upcharge Even though I got rid of a lot of stuff, now suddenly it's more than the estimate. Now I have to pay for their blankets.) I gave them a move in date on May 17 for May 21 first available delivery date. And then I heard nothing. I call back and am told to wait., it's going to be scheduled in a few days, my things will arrive by June 10 or June 19 or July 15.I offered to hire my own movers and they said that would be fine if I paid the remaining balance on Venmo for an added 5% fee and blanket fee but they still haven't given me an address of where my stuff is or times I can bring movers. .that's going to be extra money and time on my part, and for me the tock is clocking because my kids are coming. But they have created these crises for me all along the way - at every turn, taking my pleas and doing exactly what I tell them is my limit. I need my things before the little kids come. I don't even know how much I've paid them and their affiliated altogether. They seem to not know either.

  Business Response

  Date: 06/13/2024

  The customer was provided with accurate information regarding storage and flexibility for delivery. The estimate is not the final price if additional services are requested and or needed such as storage or additional cubic footage loaded upon pickup. The customer was made aware written and verbally of the acceptable payment methods allowed. If a credit card is used as payment, then there's a processing fee involved but the customer was given other options for payment that didn't include a fee. The customer refused to let the carrier perform her delivery. The customer had a standard delivery window based on her first available delivery date. The customer hired her own delivery company to pick up her items from the carrier's storage. The customer was offered a solution as well from interstate to appease her grievances. The customer was given access to her items and was finalized with the carrier. We welcome the customer to contact the office if she has any other issues. 

• Initial Complaint

  Date:06/01/2024

  Type:Sales and Advertising 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.

  We moved from ***** to ********. Interstate Moving Relocation Group quoted us $12,180 to move a 2000 square foot, three bedroom two bath home. They sent no local representative, asked for no pictures. They based their quote on a "virtual walkthrough" which basically means you tell them everything you have. Once they gave us a low estimate and got our deposit and we signed on the dotted line, suddenly our price doubled. They sent eight packers, only two of whom spoke our language so could not communicate with them. Nor could we keep up with the mad house of eight "professional packers" packing a 2000 sf house up in one day. They also don't accept credit card payments, likely to avoid dealing with credit card disputes from customers who got misquoted and ended up with a conflated moving bill. What this company does should not even be legal.

  Business Response

  Date: 06/13/2024

  IMRG is very sorry to hear that this customer had a negative experience with their moving company. We assure that everything the customer was advised by **** was in fact the correct information. IMRG provided the customer an estimate based on the inventory the customer gave to the rep that was supposed to be loaded on the truck. The customer was asked before signing her estimate to review the inventory and make sure it was correct. If anything needed to be added or taken off, action would have been taken immediately with no issue. The customer signed the estimate confirming that the inventory list was accurate. Interstate sales representatives cannot add inventory that is not mentioned. An in-depth walkthrough is done twice with the customer before the day of the pickup. Unfortunately, interstate cannot control the language that a person speaks. At least one English speaker was present for this customer's move as well as customer service. The customer was made aware of the accepted payments at pickup and delivery. Interstate ensures that the carrier follows all ********** of ************** regulations and laws.  We welcome the customer to communicate with ********************* customer service team directly if any further issues or concerns arise. 

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21788017
  
  I am rejecting this response because:

  What they are referring to is a "virtual visit". I imagine this is used a lot to blame the customer and justify raising their quoted *****. As I mentioned to them, because they sent no representative to the house to inspect our belongings nor did they even request photos, I expected that a few things might have been missed in the "virtual walkthrough" and was expecting the price to go up by as much as $5000 or $6000. They originally quoted $12,180. By no stretch of the imagination did we miss enough in their walkthrough to justify what we ended up paying. The final total was $28,878.43. So, what they are trying to claim is that we missed almost $17,000 worth of stuff. That's just flat out incorrect. 

  A few things to note:

  1. The representative I spoke with on the phone said that sometimes people "Don't tell the truth" about how much they have. This makes no sense... we wanted an accurate estimate of how much it was actually going to cost. Instead, we got a lowball quote and paid the deposit and a few days before the actual moving day, they called back with a more "in depth" inquiry, in which they raised the price by another $12,292.54. So, they doubled the quote a few days before the move. Incredibly difficult if not impossible to find a new moving company in two days and they know this. At this point we had paid $3572.33. 

  2. The representative I spoke with on the phone said it was not their responsibility to label the boxes they packed. I was listening to the phone conversation between *********************** and my mother, and it was never mentioned that a professional packing company would not label boxes. How does that even make sense? The representative stated that it was OUR responsibility to go behind the packers and label the boxes. They sent eight people... it was a whirlwind, they were in different rooms. They never explained to me how two elderly women (or anyone for that matter) was supposed to be in several different rooms at once watching EIGHT PACKERS. 

  3. The lead packing person mentioned to her crew that "If they finished this house by the end of the day, they could all go home to ****** that night." As you can imagine, this was a nightmare for my elderly mother and godmother. For ten to twelve hours these folks madly rushed to pack up a three bedroom home. This, in my view, is NOT professional packing. They also trashed the front and backyard. My mother cleaned it all up. No bid deal until you consider my mother is in her seventies and already exhausted from this entire experience. 

  4. In the quote with ***********************, it was understood that we would have one truck going to a storage shed and one truck going to our new home. We did indeed have two trucks that showed up within a week of each other but the home and storage boxes were mixed up in each truck. So now we not only have boxes that are not labeled by the "professional packers", we also have the home and storage boxes mixed into the wrong trucks. Consequently, we will not spend several weeks going through every box in the storage shed, and moving other boxes from the home to the storage shed. 

  5. We called professional movers because I'm sure everyone can agree that the average person has NO idea how much furniture or boxes fix into one cubic foot. That is why we call the experts. I have yet for someone to explain to me how movers who claim to have done hundreds if not thousands of moves, can so incorrectly quote a 2000 SF, three bedroom, two bath home so badly. Nothing was unusual about our home. We are not hoarders. We have the average amount of furniture, books, clothes. Professional moves should certainly be able to estimate within a realistic amount how much this would cost. If they really wanted to bid these things accurately, they would at the very least ask for photos of each room of the home. But they don't do that. Instead they do this "virtual walkthrough". Then it's our word against theirs whether we told them everything we had or not. 

  6. In addition to the original quote of $12,180 and in addition to the extra $12,292.54 they added after their second more through "virtual walkthrough" right before moving day, we were also charged another $4,405.89 by the local moving company hired by Interstate (Oasis) for something. Who knows what at this point. Since the invoice does not indicate why, or have a signature from any of us, I am not sure what or why this was added to the final amount. 

  7. Lastly, they took our rubber tired, metal dolly. A good hand truck/***** will cost a person over $100 these days. And I could sure use it since we are having to basically unpack and repack everything these "professional packers" did. 

  In summary, we called the experts. The experts low balled their bid and we took the bait. They doubled their quote a few days before the move. Then they added $4405 for who knows what reason. They didn't label boxes, they trashed our yard on the way out, they sent an army to our home to pack it up in one day in an absolute frenzy of craziness that two elderly women could not hope to keep up with. When I called to confront them and ask them to explain how this all happened, their representative tells me "Sometimes people don't tell the truth" about what they actually have. She told me it's not their job to lable the boxes even though we paid for professional packing. It's one thing to get charged this insane amount over the originally quoted price and have at least a job well done. It's absolutely mind boggeling that we paid that much and got this unprofessional mess. 

  My mother and godmother are, as I mentioned, elderly and live on a fixed income. These movers no doubt have all their i's dotted and t's crossed and lawyers just waiting in the wings should anyone choose to *** them (they'll have to go to ************, ** for the pleasure), but that doesn't make this right. I think this is a scam... they are either intentionally lowballing the quotes and adding onto that price a few days before the moving date when most people no longer have much of a choice, or they are really bad at quoting/estimating. Whatever the reason, this is just wrong and I want to warn others of this unscrupulous company.

  Their representative is checking on some paperwork and is supposed to call me on Friday with an update. If they do anything at all I will update this complaint. I've updated a full contract, the signed copy of the extra $4405 that ***** charged us, and photos of the moving vans before and after loading (as mentioned in their own paperwork). 

  I've attached to this complaint what paperwork I have.

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

  Business Response

  Date: 07/01/2024

  Interstate Moving and Relocation Group truly apologize for any negative experience you may have had. The customer receives an estimate based on the inventory that is given to the booking representative. There is a shared responsibility to give accurate inventory to the booking agent. Zoom calls can also be done during booking, but, as commonly realized in the industry, it doesn't matter if a local representative can do a walkthrough estimate. Unfortunately, customers still find ways to hide or deny inventory before the pickup happens. Fortunately, 3-7 days before the pickup, the customer has a final opportunity to make changes to their estimate by either adding or misusing inventory or services during what is known as a quality assurance call. This is done to make sure the movers show up with enough space and resources to get the job done. Not every customer is ready and done packing at the time of booking, this is another reason we do not have a live agent do in-home quotes, they also potentially become inaccurate closer to the time of the actual move.
  
  The only way a price doubles is if a customer's inventory or requested services becomes greater. Ultimately the customer is in control of how much they spend, no matter the estimated price. 
  
  Unfortunately, not everybody speaks English, and America has equal employment opportunities, although we do require at least one English speaker on site, which is what was provided. 
  
  The moving industry and DOT prefer to have payments made in certified funds because in the past there have been customers who unfairly dispute charges that have been rendered. Interstate accepts credit card payments at booking, which is the only time the customer makes a payment to IMRG other than potentially during QA if the customer's estimate goes up. The carrier also accepts credit card payments at pickup but not delivery due to the reasons above. IMRG follows all DOT regulations and laws of moving and providing estimates. 
  
  We welcome the customer to call in to speak further about their move.

  Customer Answer

  Date: 07/02/2024

  Again, they are actually blaming the customer for them not quoting correctly. They are accusing the customer (me in this case) of hiding or lying about what we had. This makes no sense... no one wants to hide what they have from a moving company because they want an accurate quote. Once again, I expected there to be some missed items and an increase in the cost, but there is no way on God's green earth we missed that much in the walk through. They intentionally quoted this move low, they called us a few days before the actual move date and suddenly the bill doubled. While they technically correct that we ultimately had the choice to spend the money, at that point everything is set in motion and it is very difficult to change plans and find new movers. I'm sure they are VERY aware of this.
  

  As for the customer (me) not finished with packing... we hired YOUR company for packing services so that makes no sense either. When we told you none of the boxes were labeled correctly if at all, you said it was not your packer's responsibility to label the boxes, that was our responsibility to go behind your packers and label the boxes. Yet it is impossible for two people to watch eight packers in four different rooms, let alone two overwhelmed elderly women. I am not upset that all but one of the packers did not speak english... I am upset that communication was not possible with an army of packers. As I have already mentioned, the woman in charge told all the movers they could go home to ****** if they packed up this three bedroom two bath house by the end of the day. It was an absolute whirlwind in that house. Had you guys said in our original quote that the professional packing did not include labeling, that you would send eight packers and they would pack everything up in ten hours, and you would double our original quote, we would not have hired you. I'm sure you are aware of this.

  I would like to reiterate that you have done this to two elderly women on social security. You charged them more for this move than they receive in an entire YEAR. You misrepresented your services, and you are hiding behind the "virtual walkthrough" and you are saying that WE misrepresented we had. You guys are in the moving business, you are the experts. You are quoting a three bedroom 2000 sf home... we are not hoarders, there was nothing out of the ordinary about this home. Yet you seem to think that you are justified in doubling your original quote.

  At this point I have requested a signed copy of the document from your local moving company Oasis, so I can understand how we were charged an ADDITIONAL $4400 on the *** OF THE MOVE. That was over two weeks ago. No paperwork has been produced and when I call, you just tell me " I don't have the paperwork yet I've requested again."

  You have also not provided a copy of the original contract nor photos of the trucks before loading and after loading.

  I have retained a lawyer and will be checking to see whether *****, ********, or Florida state laws on elder fraud supersede your contract. I would also like to request this be settled via arbitration since you obviously have no intention of sending the requested documents and photos.

  As far as the BBB goes... they need to down rate you. There are quite a few ****** reviews showing that this is exactly what you do. You quote low, swoop in at the last minute when most people cannot change their movers, your packing service was at best inadequate (we just opened a box of actual trash you packed the other day... used Kleenexes and all) and your customer service only accuses the victim of lying about what they own. Not sure how you people sleep at night.

  Attached is the copy of the UNSIGNED Oasis charge of $4400 ($4051.20 + tax) that was charged the day of the move. Our signatures are not on that document. Give us that money back or produce the signed paperwork, please.
  

   

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21788017
  
  I am rejecting this response because:

  Again, they are actually blaming the customer for them not quoting correctly. They are accusing the customer (me in this case) of hiding or lying about what we had. This makes no sense... no one wants to hide what they have from a moving company because they want an accurate quote. Once again, I expected there to be some missed items and an increase in the cost, but there is no way on God's green earth we missed that much in the walk through. They intentionally quoted this move low, they called us a few days before the actual move date and suddenly the bill doubled. While they technically correct that we ultimately had the choice to spend the money, at that point everything is set in motion and it is very difficult to change plans and find new movers. I'm sure they are VERY aware of this.
  

  As for the customer (me) not finished with packing... we hired YOUR company for packing services so that makes no sense either. When we told you none of the boxes were labeled correctly if at all, you said it was not your packer's responsibility to label the boxes, that was our responsibility to go behind your packers and label the boxes. Yet it is impossible for two people to watch eight packers in four different rooms, let alone two overwhelmed elderly women. I am not upset that all but one of the packers did not speak english... I am upset that communication was not possible with an army of packers. As I have already mentioned, the woman in charge told all the movers they could go home to ****** if they packed up this three bedroom two bath house by the end of the day. It was an absolute whirlwind in that house. Had you guys said in our original quote that the professional packing did not include labeling, that you would send eight packers and they would pack everything up in ten hours, and you would double our original quote, we would not have hired you. I'm sure you are aware of this.

  I would like to reiterate that you have done this to two elderly women on social security. You charged them more for this move than they receive in an entire YEAR. You misrepresented your services, and you are hiding behind the "virtual walkthrough" and you are saying that WE misrepresented we had. You guys are in the moving business, you are the experts. You are quoting a three bedroom 2000 sf home... we are not hoarders, there was nothing out of the ordinary about this home. Yet you seem to think that you are justified in doubling your original quote.

  At this point I have requested a signed copy of the document from your local moving company Oasis, so I can understand how we were charged an ADDITIONAL $4400 on the *** OF THE MOVE. That was over two weeks ago. No paperwork has been produced and when I call, you just tell me " I don't have the paperwork yet I've requested again."

  You have also not provided a copy of the original contract nor photos of the trucks before loading and after loading.

  I have retained a lawyer and will be checking to see whether *****, ********, or Florida state laws on elder fraud supersede your contract. I would also like to request this be settled via arbitration since you obviously have no intention of sending the requested documents and photos.

  As far as the BBB goes... they need to down rate you. There are quite a few ****** reviews showing that this is exactly what you do. You quote low, swoop in at the last minute when most people cannot change their movers, your packing service was at best inadequate (we just opened a box of actual trash you packed the other day... used Kleenexes and all) and your customer service only accuses the victim of lying about what they own. Not sure how you people sleep at night.

  Attached is the copy of the UNSIGNED Oasis charge of $4400 ($4051.20 + tax) that was charged the day of the move. Our signatures are not on that document. Give us that money back or produce the signed paperwork, please.
  

   

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

  Business Response

  Date: 07/15/2024

  The carrier has complied and submitted paperwork and we are currently reviewing it with the customer.

  Customer Answer

  Date: 07/30/2024

   
  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:05/02/2024

  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.

  We contracted Interstate for our move from ** to **. Interstate and others estimated our household goods at between ***** and ***** cubic yards. We agreed to have our goods transported in a ***** cubic yard truck, ensuring that our possessions would go directly from our home in ** to our new home FL. Interstate was to professionally pack, load, and unload our goods. Loading window was March 28 -March 30. Packing was to begin 2 days before the load. We delivered a deposit of $6,514.54 to Interstate on January 18, 2024. The binding move estimate was $19,342.56.Here's some of what happened: Although Interstate said we could purchase full replacement value insurance through the carrier, the carrier denied our request to do so.******* arrived 2 days late, without packing supplies. At 9:00 a.m., on Easter Sunday, Interstate demanded an additional $11,000, claiming the move was bigger than expected, although they did a video walk through. Having no choice, as much of our furniture was already on the semi, we complied.The packers stuffed artwork into boxes. Books and vinyl records were thrown into boxes. Most boxes were not labeled. Movers arrived in ** 15 days after loading was completed, When we presented the driver the money orders payable to Atlantic, as specified in the bill of lading, the driver refused those money orders, insisting that money be payable to Unistar Group LLC. Movers did not re-assemble beds and China cabinet. A sofa was not unwrapped. An upholstered chair was not re-assembled. Extensive damages include gauged furniture, broken heirlooms, broken chandeliers and lamps, and damaged artwork. Glass tabletop, desk, bookcases, folding table are missing.. My husband's suits and shirts were used as packing material. Despite repeated efforts, Interstate has done nothing to resolve this issue.

  Business Response

  Date: 05/10/2024

  Mr. and *************** was assisted several times by Interstate throughout their pickup. IMRG kept open communication with the carriers onsite in real time and actively sought resolutions immediately with every call. The customer was also provided all claims information and was told that a claim has to be filed with the carrier first, for reimbursement amount consideration from the carrier, Atlantic. Interstate is happy to help with any future questions or concerns. This is currently being resolved. 

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21658540
  
  I am rejecting this response because Interstate failed to take responsibility for late arrival, movers showing up without packing materials, packers with no experience, and a more than 2 week delayed delivery. What Interstate did do was talk down to me and tell me to "trust the process."  I hold Interstate responsible for incorrectly estimating the size of the move (despite a video walkthrough with ***********************) in effort to win our business. I hold Interstate responsible for extorting an additional $10,000 from us on Easter Sunday, saying that unless we pay the additional money, the movers would keep the furniture they had loaded onto the semi the day before.  I hold Interstate responsible for the switch in carrier from Atlantic to Unistar, a change that I learned about upon delivery when I presented the driver with money orders made out to Atlantic and was told that the money orders had to be recut to Unistar. Much to my surprise representatives from both Interstate and Atlantic said it was Unistar who did the work, not Atlantic. 

  The attached document provides details of my experience with Interstate. 

  We will file claims as soon as all boxes are unpacked. However, my complaint to the BBB focuses on the the lack of professionalism Interstate demonstrated, the switch in carriers, and the failure to solve any of the problems I brought to their attention. 

  I would not wish the experience I had with Interstate Movers on anyone.

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

  Business Response

  Date: 05/22/2024

  Interstate was not the customers carrier and do not transport goods as a broker. Any experiences or troubles the customer had during the pickup and delivery with how the movers performed would be the carriers responsibility and would need to be reimbursed for by the carrier Atlantic. However interstate has a ample amount of notes of every call and complaint the customer had during the move and they were all tended to immediately even during after hours and resolved at that moment. If the customer has damages they were informed they would need to file a claim with the carrier and provide the proof of the damage to get reimbursed. The customer was given all claims information to move forward with. This customer was provided with a discount offer from the carrier as well and declined to accept. 

  Customer Answer

  Date: 05/26/2024

   
  Complaint: 21658540
  
  I am rejecting this response because my complaint has not been addressed. While I will file claims for broken, damaged, and lost goods, my complaint here is with Interstate's:

  1. Failure to honestly estimate the size of my move. Despite a video walk-through, salesman ****** underestimated the size in order to get my business.

  2. Extortion of an additional $10,000 (beyond the $20,000 I had agreed to pay for the move) on Sunday, March 31, 2023. Saying the job was bigger than they had estimated, with some of my furniture loaded onto the semi, I was told that if we did not pay the additional money, we would never see our furniture again. 

  3. Failure to commit to the full pack I paid for. The move team arrived without packing material and without an experienced packing team. As a result, my husband and I, with the driver's knowledge, did much of the packing. 

  4. Switching from the carrier I had agreed to use (Atlantic) to one I did not agree to (Unistar) and letting me know that the switch had been made at time of delivery. 

  Interstate is correct that they had personnel to answer my calls. However, they did nothing to resolve the problems. Their staff were condescending, telling me to "trust the process, dear." Each time I asked to talk with the owner or a supervisor, I was told that was not possible. 

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

• Initial Complaint

  Date:04/25/2024

  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 was quoted a price I agreed sign and paid deposit. Two days prior to the movers showing up I was called by another representative who increased the price by $1000 and made me pay another deposit. At this time 2 days before I was to move, I felt like I was putting a position to where I had no choice. I was not going to find another moving company that short period and I had to be out by that weekend, My lease was up. Both representatives told me that if I didnt use 40 large boxes and 20 medium or small, I would be refunded money on the spot by movers at destination. When the movers arrived and I had used less than that significantly less, the movers told me they had no idea what I was talking about, and they were not refunding me anything. I was never refunded any money and then they told me that they never said anything about boxes. It was all about cubic feet. And then I used all my cubic feet. Never once did anybody ever talk to me about cubic feet or I wouldve measured myself to verify what I counted boxes. When I voice, my I was treated terribly by customer service with one representative even asking me do you need help? Are you OK as if I was mentally unstable. Its was shocking to me to be asked that in such a joking Condescending manner as if mental illness is not a very serious matter. At this point, I made a bad decision when I went with this company and all I am asking for is the extra thousand dollars that they charged me after our original agreement . Thats all I want back.

  Business Response

  Date: 05/10/2024

  The customer signed and agreed to the estimate stating that the inventory that she gave IMRG was accurate. This was on 2/27/24. After booking the customer went through a verification process. She was told she would receive a quality assurance call 7-3 days before the pickup date to finalize any missed or changed inventory, which was done on 3/26/24, 3 days prior to her pickup window of 3/29/24-3/30/24. ************************ went from ***** cubic feet to ***** cubic feet, adding and correcting items on the inventory list. The customer received a side-by-side comparison email and reviewed it, confirming that the changes were accurate. The customer was notified the same thing ******************** notifies every customer of; she will only pay for whatever space she uses on the truck regardless of what is stated on the estimate. So, if it's more she would pay more and if it's less then she would pay less. Interstate carefully reviewed the customers paperwork and pictures of the back of the truck to confirm the space that was used and it was confirmed that approximately ***** cubic footage was used. The customer was charged for ***** cubic feet. This was reviewed and explained with the customer as well. ******************** apologizes for any ill feelings that manifested during the moving process. ************************ is welcome to reach back out at any time with any other questions or concerns.

• Initial Complaint

  Date:04/08/2024

  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.

  We hope for a thorough investigation into the practices of Interstate Moving & Relocation Group and ideally, a resolution that includes a refund of $4,605.51. We did a bill of sale on 1/25/24 via phone and electronically. We were promised they were a carrier and a dedicated project manager. Contract states no refunds after 3 days. We tried to contact the dedicated project manager, per his advice, who was unavailable. We reached out to customer service and was told the three days expired. The delayed and led us to upper level staff to continue the process although we requested the refund. Legal Shield reached out via letter and no response. The details are attached you will find the details for the complaint.

  Business Response

  Date: 04/12/2024

  The customer was advised with written documentation to send in an email to cancel her services within 72 hours of booking . Unfortunately, that process was skipped. Interstate is willing to work with the customer by providing them with a different carrier and answering all their questions. Interstate notified them that we would happily render all services but the customer ultimately agreed and chose to forfeit their deposit. Interstate has a record of all conversations had and they booked on 1/25/24 with no mention of canceling until 2/14/24. The letter from the attorney will be responded to properly as well.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21547353
  
  I am rejecting this response because:the company is not being straightforward.  We are asking them to please provide the recorded conversations including that of ************** since he promised us he would be our direct contact which was misleading.  We responded on 1/26 via email with the questions and he did not response.  Our attorneys sent them a letter a few months ago and they have not responded to them either.  This totally represents what we experienced.  We were under a time crunch due to medical conditions are already selected a carrier company who moved us without issue.  They came out and inventoried our items in a timely manner and this caused us several delays while needing to meet deadlines and have undergone several delays since the company mislead us from the beginning.  We would like to copies of the recorded telephone conversations of **************, Mr. ******* and the customer service representative to provide to our legal team.  In addition, we continue to see the deposit refund and would also like them to consider the cost that we were out having to change to a carrier at the so close to the move date.  We did not ask for several companies as the telephone records can confirm ************** told us to contact him directly.  We also ask that they respond to our attorneys as we are continuing to pursue legal action for elderly abuse and misrepresentation.  Their failure to respond continues to put us in a difficult position.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/10/2024

  The customer was advised with written documentation to send in an email to cancel her services within 72 hours of booking . Unfortunately, that process was skipped. Interstate is willing to work with the customer by providing them with a different carrier and answering all their questions. Interstate notified them that we would happily render all services but the customer ultimately agreed and chose to forfeit their deposit. Interstate has a record of all conversations had and they booked on 1/25/24 with no mention of canceling until 2/14/24. The letter from the attorney will be responded to properly as well. 

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21547353
  

  I am rejecting this response because we would like to reach an agreement with the company for a refund.  We are hoping this is a misunderstanding and that do not treat customers in such a way when they can clearly see the customer was not treated fairly.  We continue to request a refund for the pain and suffering at the hands of the company.  They have refused to respond to our legal team and have not provided the information that we requested in the telephone conversations that they recorded regarding our transactions.  . I am rejecting this response because: we respectfully requested the recording of the phone conversations where we were told we would have one project manager.  The company has not submitted such documentation.  The company made themselves unavailable during the 3 day refund period.  We attempted to communicate with our project manager on 1/26/24 without response.  This was writhing the time frame of the 3 day refund  period.  Secondly, we requested the telephone conversations that they recorded during the viscous sale and promise of one program manager that we alledged.  

  This is our third request to rectify this situation of elderly abused, and mental anguish which causes  harm and health issues for the customers involved.  The company made themselves unavailable after viciously manipulating the customer and waiting until the 3 days expired leaving them out over $4,000 and scrambling to move to another state.  We respectfully declined their offer of selecting another because of our mental condition it was not conducive to work with more than one vendor and we were told they were a carrier, not a broker. We acted in a timely manner and feel our adult protective rights have been violated as we were exploited.  And taken advantage of because of age and disability which is a violation of Consumer Protection laws.    After we were scammed into the contract, and told we would have one project manager, we were unable to contact the project manager.  We would like the refund in order to respectfully walk away without continuing with this issue. The company said they record all conversations.  The company continues to abuse us by not responding in a timely manner to our attorneys, not sending the recordings of the phone conversations.  Please issue a refund within 7 days or we will be forced to pursue this issue.  Not many elderly people can go months without the income we were scammed out of.  We respectfully ask to end this manner by  refunding the money and accepting a $500 fee for the trouble. 

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

  Customer Answer

  Date: 05/22/2024

  I am following up on this complaint because this was our first step in submitting a complaint.  We were wondering if there is a time limit that the company had to response.  As you can see, they are not very responsive and we do not want to miss deadlines for filing a complain with other agencies for the abuse that we have suffered.  Please let us know if we can go ahead with other complaints or do we wait for a response.

  Business Response

  Date: 05/22/2024

  Any letters received by an attorney are responded to, so if one was sent it would be responded to. IMRG does not provide recordings to customers unless requested by an attorney for legal purposes. Even if the office is not open due to a holiday or being after hours, the email address still receives correspondences. This is why when you signed the cancellation policy it states the request has to be received in writing. ( After the 72 hours if Interstate has not received the cancellation order in writing, than my deposit becomes the property of the agent, and can be used up to 1 year from original move date.) We welcome the customer to reach out to continue their services or transfer their services however they see fit.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21547353
  
  I am rejecting this response because:

  We are expressing profound dissatisfaction and frustration regarding the unresolved matter associated with the complaint involving the deposit over $4605. I am sure that the Interstate Moving and Relocation can imagine the pain and suffering that we have undergone as a result of this situation.  A elderly couple with a disabled veteran and her spouse attempting to move to another state to be closer to family for help and support robbed by a big company promising understand and a direct project manager and then making themselves unavailable and falsifying information that was recorded in which they will not provide or review to rectify the situation.  As previously detailed, the transaction in question resulted from your company's deceptive practices toward the, elderly and disabled, which have caused significant financial and emotional distress to our family. Despite multiple attempts to seek resolution, your responses have been consistently vague, incomplete, and unthoughtful of any substantive effort to rectify the situation. One of your company's various deception practices was offering us a $12,017.39 price for our move and then increasing it to $19,862.54 which according to *** (Interstate Moving) included a $3,000 veteran discount. This is the reason we did not accept the offer to continue with the Interstate Moving and Relocation Group. Your company's failure to provide confirm price, a satisfactory resolution not only reflects poorly on your business ethics but has also exacerbated the anxiety and stress experienced by us, especially considering our age and my mental disability. We have made numerous good faith attempts to resolve this issue amicably. However, your continued negligence leaves us with no choice but to escalate our actions. This letter serves as a final notice requesting immediate and comprehensive resolution of the matter, including a full refund of the disputed amount of $4605, compensation for breach of contract, elderly abuse, and a formal apology for the inconvenience and emotional distress inflicted upon our family. Should we not receive a satisfactory response within ten (48) hours from the date of this response, we will be compelled to pursue further actions, which will include, but are not limited to: Filing Complaints with Appropriate Regulatory Bodies: including the ************************ (FTC), ******************************************** and United ***************** of ******* for Elder Abuse and Exploitation to pursue avenues to seek restitution and damages. We will consult to explore potential legal actions for fraud, elderly and disabled abuse, breach of contract, claims under consumer protection laws. We will also be inclined to begin a Public Awareness Campaign utilizing social media platforms and other public forums to highlight the company's unethical practices and warn other potential customers, thereby ensuring that our experience serves as a cautionary tale for others. Using social media we will remind customers to watch for the deceptive practices and show how the company will promise a project manager to work with elderly to avoid any issue and then make themselves unavailable during the 3 day refund period.  We urge you to consider the gravity of this situation if nothing more than the hours it takes for both us and them to resolve this matter.  We are requesting that you take immediate steps to resolve this matter. Failure to do so will leave us no option but to proceed with the aforementioned actions, which may result in further reputational damage and legal consequences for your company. Please treat this matter with the urgency and seriousness it deserves. We await your prompt and comprehensive response.
  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/09/2024

  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.

  The company, Interstate Moving and Relocation Group was broker for my move designated Job No: ********. The move was scheduled and commenced to be carried out beginning on 19 January 2024. Interstate conducted a phone estimate on 04 Dec 2023 and collected a down payment of $2743.09 (drawn directly from my bank) of the total estimate of $5489.29. The balance including any actual additions adjustments was to be paid 50% at the time of pick up and 50% prior to unloading at delivery.On 15 January2024 just three days before the actual mover was to confirm the pick up date of 19 January 2024, Interstate scheduled a call with me. No topic was indicated but when the call was received, about 45 minutes late, from a person (named ***** I believe) saying she was going to conduct a second estimate and would include any items I may have missed at the first estimate and also a contingency amount. I objected but she assured me that I would only pay for what was actually included in the move. This call was very stressful as I was told if I didn't complete it with her I would likely lose my pick up date as scheduled. This second estimate was actually developed under duress. I had already made lots of plans based of the pickup date and was even, at the time of the call, having a departure lunch with my daughter. The caller did some calculations and then demanded to collect a draw immediately from my bank an added deposit of $635.71. The total move cost changed from an estimated $5489.29 to $6757.69. I again objected and was again assured that I would only be charged as per the actual items moved. Only then did I sign off the withdrawal.Later, on 19 January 2024, the actual mover came as scheduled but they were not even aware of a second estimate. They had the first estimate documents and carried out the move based on those first estimate documents...which were actually very accurate. There were several adjustments required which were added, priced and paid in accordance with the 50/50% estimate terms of which was then THE CONTRACT. As loading was carried out any actual changes from the first estimate were duly noted, agreed upon in accordance with the estimate records and paid for at the time of pick up and delivery in accordance with the terms of the estimate/contract. The estimated amount ultimately was adjusted from the $5489.29 to $5839.29. I had/have no quarrel with this change and paid it in full as required by contract. This in effect WAS then a valid contract and the monies from the second estimate, ($635.71) not even known to the actual mover, should be returned. Interstate, as the broker of the mover, has refused my request for reimbursement. Last contact from them included only a copy of the second estimate. No explanation was included.

  Customer Answer

  Date: 02/12/2024

  The attachments are only limited documents but are most pertinent to the dispute.  

  Business Response

  Date: 02/13/2024

  IMRG has been already made aware of the customer's concern and has reviewed the issues. ******************** loaded 43 fewer cubic feet than what was estimated during ***************** and it shows the customer only paid for the amount of space used and was adjusted properly. Every customer that moves goes through a QA call and it is mandatory and time-sensitive to verify the finalized information from the customer so the carriers arrive at the pickup with enough space and materials to perform the move. Interstate is sorry to hear that the customer felt forced, but the customer is not forced to make any changes to their inventory if there are no requested changes from the customer on the estimate. Depending on the changes, if the customer adds additional space or inventory then that will bring their estimate up and will require additional monies to be paid toward the deposit. No more or different than if the same space was given by the customer during booking.  According to the paperwork from the pickup, ******************** was indeed charged properly and was only charged for the amount of space used on the truck. That adjustment was done by the carrier at the pickup, so IMRG does not owe any refund. ******************** is not owed a refund from the agreed and signed estimate provided. Interstate Moving wants to assure the customer that if anything was needed to be done to the file for the customer, IMRG would be happy to perform those alterations. We welcome the customer to reach out with any other questions or concerns. 

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21270839
  
  I am rejecting this response because the response does not address the monies drawn from my account during the second estimate, which was not even required as the first covered the  actual volume as noted by Interstate,   They actually note that there was 43 fewer cf than the estimate yet an additional fee was accessed as excess!!

  Despite this they also withdraw an additional $635.71 from my account which they fail to mention as well as the fact that the second estimate was never included in the calculations.

  This issue requires resolution by looking at all the details not just those which support the position noted by Interstate.   If Interstate continues to ignor the details I will simply pursue this to conclusion via FMCSA  who will be happy to investigate all the details including the first, second estimate, methods of computation as well as the procedure used to obtain the second estimate.

   

   

   

  
  Sincerely
  *************************

  Business Response

  Date: 02/20/2024

  During the customers ** call (2nd estimate) the customer reserved an additional 93 cubes on the truck. Therefore, the customers' deposit went up. He had to pay an additional $635.71. The customer also added $256.00 worth of packing materials on top of the cubic footage during the ** call. The same deposit amount would have been asked for during booking if the customer provided this information during the first booking call with the sales agent. At pick up the customer only loaded a certain number of cubes, so he was properly adjusted at that time which brought his balance down. The customer was told he would only pay for the amount of space he uses, which is exactly what happened. He put a deposit down on 690 cubic feet which was reserved and planned for. The deposit is nonrefundable after 72 hours of booking. IMRG is very sorry that there is so much confusion. We hope to be able to come to an understanding with ********************.

  Customer Answer

  Date: 02/27/2024

  
  Interstate claims that an additional 93 cubes (CF) were requested during the second estimate call, this in incorrect.  Any additions added were arbitrary and added by Interstate under duress as they said if you dont sign off the scheduled pickup would be cancelled.  This threat was. Apparently ill advised as the second estimate discussed was ultimately canceled by Interstate as the movers who did come as scheduled were unaware of the second estimate, only had paperwork of the first estimate and did not bring any materials that had been arbitrarily included as necessary in the second estimate.  They proceeded as per the first estimate and noted that the actual final costs would be calculated accordingly.  See Attachment:
  
  
  
  Shortly after arrival at 9:30 am on the morning of 19 January Interstate, through their designated mover proceeded with the protecting, wrapping and loading of furniture and PBO boxes.  As per prior directions, all items packed by owner were packed in Owner supplied boxes. This included TVs, pictures, glass and miscellaneous loose items.  The only exception was a set of golf clubs and a foot stool which was wrapped in an Owner blanket and tied with rope aw a handle.  The printer was left for the mover to pack.  
  Since the mover had no adequate boxes one was fashioned to fit with the help of the Owners daughter.  She found unused boxes and some odd sized scrapes and helped the mover build the box which eventually contained the printer.
  
  All boxes and materials needed for PBOs packing was supplied by the Ownerwithout exception! The extra payment demanded and included in the second unnecessary estimate is a part of the $635.71 refund requested.
  
  At the conclusion of the loading, which took two hours (9:30AM -11:30AM), the mover noted that extra items included 3 large boxes, as golf club bag/set and 2 small bags.  No mention was made of the other adjustments made which would have lowered the cube calculation.  For example:
  20 estimated medium boxed became 6
  5 small boxes became 22
  4 kitchen stools with backs became 2
  3 barstools without backs became 0
  2 living room foot stools became 1
  2 patio foot stools were eliminated
  
  These few examples of adjustments would have lowered the total cubes moved.  The changed box size and count alone would have changed the cubes from 67.5 to 51 cubes, a reduction of 16.5 cubes.  The other few examples would have resulted a reduction of approximately 64 cubes.  Instead the mover ADDED cubes.
  
  The mover appeared to look selectively at the total number of items rather than the number of actual assembled articles in some in=stances.  For example a futon on the estimate was 1 item. As loaded it was listed a 6 items which included three (3) cushions and three (3) disassembled parts.  A table listed as one piece became three (3).
  
  Obviously the cube calculation was incorrect but not disputed at the time.  The total load was calculated to be 597 plus 50 or 647 total. The means of determining the cubes begs the question, Is this a fair business practice or a means to take more money during various move scenarios.    
  
  My claim and the dispute has not included the calculation discussed above.  My dispute includes only the monies taken as a result of the cancelled, unused and unnecessary second estimate, $634.71.    I repeat this request again herein.
  
  ************************;

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21270839
  
  I am rejecting this response because:

  Interstate claims that an additional 93 cubes (CF) were requested during the second estimate call, this in incorrect.  Any additions added were arbitrary and added by Interstate under duress as they said if you dont sign off the scheduled pickup would be cancelled.  This threat was. Apparently ill advised as the second estimate discussed was ultimately canceled by Interstate as the movers who did come as scheduled were unaware of the second estimate, only had paperwork of the first estimate and did not bring any materials that had been arbitrarily included as necessary in the second estimate.  They proceeded as per the first estimate and noted that the actual final costs would be calculated accordingly.  See Attachment:
  
  
  
  Shortly after arrival at 9:30 am on the morning of 19 January Interstate, through their designated mover proceeded with the protecting, wrapping and loading of furniture and PBO boxes.  As per prior directions, all items packed by owner were packed in Owner supplied boxes. This included TVs, pictures, glass and miscellaneous loose items.  The only exception was a set of golf clubs and a foot stool which was wrapped in an Owner blanket and tied with rope aw a handle.  The printer was left for the mover to pack.  
  Since the mover had no adequate boxes one was fashioned to fit with the help of the Owners daughter.  She found unused boxes and some odd sized scrapes and helped the mover build the box which eventually contained the printer.
  
  All boxes and materials needed for PBOs packing was supplied by the Ownerwithout exception! The extra payment demanded and included in the second unnecessary estimate is a part of the $635.71 refund requested.
  
  At the conclusion of the loading, which took two hours (9:30AM -11:30AM), the mover noted that extra items included 3 large boxes, as golf club bag/set and 2 small bags.  No mention was made of the other adjustments made which would have lowered the cube calculation.  For example:
  20 estimated medium boxed became 6
  5 small boxes became 22
  4 kitchen stools with backs became 2
  3 barstools without backs became 0
  2 living room foot stools became 1
  2 patio foot stools were eliminated
  
  These few examples of adjustments would have lowered the total cubes moved.  The changed box size and count alone would have changed the cubes from 67.5 to 51 cubes, a reduction of 16.5 cubes.  The other few examples would have resulted a reduction of approximately 64 cubes.  Instead the mover ADDED cubes.
  
  The mover appeared to look selectively at the total number of items rather than the number of actual assembled articles in some in=stances.  For example a futon on the estimate was 1 item. As loaded it was listed a 6 items which included three (3) cushions and three (3) disassembled parts.  A table listed as one piece became three (3).
  
  Obviously the cube calculation was incorrect but not disputed at the time.  The total load was calculated to be 597 plus 50 or 647 total. The means of determining the cubes begs the question, Is this a fair business practice or a means to take more money during various move scenarios.    
  
  My claim and the dispute has not included the calculation discussed above.  My dispute includes only the monies taken as a result of the cancelled, unused and unnecessary second estimate, $634.71.    I repeat this request again herein.
  
  ***************************
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/28/2024

  I will pursue this complaint with FMCSA since the use of BBB did not result in a fair result in my opinion. 

• Initial Complaint

  Date:01/22/2024

  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.

  Interstate/ ******************* provided me an estimate for a move on 11/16/23 for $3145. I sent them a deposit of S1425.I called them on 12/4/23 to add 5 pcs of patio furniture and 10 more moving boxes. They sent me a revised bid at higher cost that I expected. The revised estimate was $3417. I paid an added deposit of of approximately $50. My schedule move date 2/24/24 to 2/26/24. I reviewed the latest estimate recently and saw that they had totally omitted the master bedroom furniture and other items. They refuse to answer or correct anything. They informed me that if I cancel my contract that I would lose me deposit. They keep telling me that their quality department will call me a few days before the move to answer my complaints. Their quality department can not be contacted according to their customer service.I no longer trust this company, would like to cancel my order and get my deposit back.

  Business Response

  Date: 01/23/2024

  IMRG and the quality assurance department has reached out to the customer and has not received any response. The customer was notified they will be able to make changes on their estimate 3-7 days prior to their pickup date. We welcome the customer to call in and discuss any concerns they may further have. 

  Customer Answer

  Date: 01/24/2024

  The estimate binder states that I am entitled to my deposit 3 days after I receive the Bill of Lading if I contact them in writing. Ive never seen a Bill of Lading from them. My request to have my deposit was sent by registered mail today. An email was sent to them yesterday requesting my deposit. The **************** Representative who was rude in the phone told me her quality department which she told e has no contact phone number and they would contact me 3 days before the move to correct the  estimate ******************* admitted to be wrong . I wanted them to correct it now to avoid a conflict from their carrier. The customer service representative told me it could only be corrected by their quality department that has no contact number and that I was no longer *********** a my refund for my deposit .  The quality department left me a message yesterday saying it would be corrected 3 days before my scheduled move, 

  My calls went unanswered to ******************* and now I dont want them to handle my move. I simply want my deposit back that I am ***********.

  thank you

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21180281
  
  I am rejecting this response because:

  The estimate binder states that I am entitled to my deposit 3 days after I receive the Bill of Lading if I contact them in writing. Ive never seen a Bill of Lading from them. My request to have my deposit was sent by registered mail today. An email was sent to them yesterday requesting my deposit. The **************** Representative who was rude in the phone told me her quality department which she told e has no contact phone number and they would contact me 3 days before the move to correct the  estimate ******************* admitted to be wrong . I wanted them to correct it now to avoid a conflict from their carrier. The customer service representative told me it could only be corrected by their quality department that has no contact number and that I was no longer *********** a my refund for my deposit .  The quality department left me a message yesterday saying it would be corrected 3 days before my scheduled move, 

  My calls went unanswered to ******************* and now I dont want them to handle my move. I simply want my deposit back that I am ***********.

  thank you

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

  Customer Answer

  Date: 01/26/2024

  The **** has informed that the address I gave them for Interstate is not valid. My registered mail/request to them for my refund was undeliverable 

  Business Response

  Date: 01/30/2024

  Interstate is sorry for any unmannerly experiences while calling customer service.  The customer received a Bill of lading to the same email address that is on file, and at the same time, his estimate was signed which was 1:06 pm on 11/17/23. The customer received his BOL at 1:10 pm on 11/17/23. The following statement is provided at the top of the estimate:
  "I hereby confirm my signature on the following document. I understand that I have 72 hours to cancel this job. After the 72 hours if Interstate has not received the cancellation order in writing, then my deposit becomes the property of the agent, and can be used up to 1 year from the original move date." 
  Interstate did not receive any incoming inquiries until 12/4/23, which is 18 days after booking. When the customer was called, the call went to voicemail and an email was sent welcoming a call back from the customer.
  On 1/16/24 the customer expressed that there were some items needing to be added in which the quality assurance informed them that, a full call including an inventory check would occur 3-7 days before your pickup window. Which is the normal process for every customer participating in a long-distance move. The customer went through a verification process right after booking and during that time was informed that if there were any questions or concerns customer service department would be your MAIN point of contact and to not hesitate to reach our customer service line.
  IMRG does not wish for the customer to cancel their move and we wish to reiterate that we are here to help the customer have a smooth and successful move. There is an effective process in place to ensure this. Interstate hopes to earn the trust and confidence of the customer and welcomes **************** to call back in with questions. 

• Initial Complaint

  Date:01/21/2024

  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.

  On November 17, 2023 I hired Interstate Moving and Relocation Group to move my household furniture and boxes from ********* to Queens, ********. Being a broker, the company gave me a quote that is 30% cheaper than the next competitor. After reviewing their business further, I attempted to cancel but it already passed their cancellation deadline, which is within 72 hours based off of calendar days including weekend! But when it comes to delivery window the company conveniently bases it off of business days. The company then hired a subcontractor, Boulevard Moving, to pick up my items in ********* on December 16th, 2023 with a promise that inventory would be delivered within 21 business days. I had to pay the mover an incurring fee for extra cu.ft. outside of the original estimate that Interstate gave me. A week after pick up date, my inventory still sat in a ********* warehouse, not being loaded onto the carriers truck yet. At this point, Interstate only acted as a messenger because they already passed on the responsibilities to the carrier.Four weeks after pickup, on 1/16/2024 I was finally given a notice by Interstate that my inventory would be delivered on or around 1/20 - 1/21. That window would already passed the promised 21-day delivery deadline which is 1/18/24. As a result I would be compensated $30/day for any day that passes the delivery date. On Friday 1/19 I confirmed with the company rep over the phone and via email the final amount I'd be responsible for and she gave me the amount that I already agreed to, minus the $90 that they owe me for missing delivery (30/day x 3 calendar days). There was no surprise at this point. And this representative did not say anything about calendar days or business days. A day before delivery, Boulevard Moving rep called to tell me that Id owe them an additional $700 for shuttle service to my house because the street that I live on is too narrow for their truck. Plus I would not only be compensated $30/day because theres only one business day (not calendar day) that theyd miss delivery. This information is in direct conflict with what Interstate told me a day before. And they notified me only one day before delivery! Why hasnt either Interstate or the carrier investigated the street during transit to convey this information at a reasonable time? They purposely waited until the last minute so that I dont have any option other than paying up to receive my long-waited item. This is essentially a scam to extract more money out of desperate customers who no longer have any leverage. All in all I would be paying $6,700 compared to the original quote of $5,416 at the time of contract signing. At this point Im looking to resolve the dispute by not paying the additional $700 shuttle service that they quoted me at last minute for delivery.

  Business Response

  Date: 01/23/2024

  Interstate is very sorry to hear this customer had a less-than-satisfying experience. IMRG follows the standard regulation for cancelation requests which is stated at the top of the estimate that the customer signed when booking. *** *** allows the carrier a maximum of thirty business weekdays, not including storage time, beginning on the first date indicated as available for delivery (not the date of pickup). However, IMRG has a set standard to compensate 30 dollars every day the carrier does not deliver past 21 business days. This is to help alleviate the unwanted stress of a longer delivery. It is also noted that there were harsh weather conditions during December and January, which is the reason for this delay and the customer is going over ***** miles. *** customer loaded 7 additional items which would explain the additional cubic footage loaded. *** shuttle fee is listed in the customer's estimate at the time of booking, NOTICE OF ACCESSORIAL SERVICES AND FEES: Shuttle service: $1.00 per cu. ft. (minimum of $500). *** reason why it's seldom added or known that it's needed before delivery is because the carrier does not know what size truck your items will be loaded on until the delivery schedule starts. So, if the carrier loads the items on a semi and realizes a semi won't fit up the customer's driveway, then they have to notify the customer at that time of a possible shuttle fee. *** carrier will try at all costs not to have to use a shuttle due to that requiring additional labor. It is noted in the customer's file that discounts for the delivery have been applied for a delivery discrepancy. For any additional questions, we welcome the customer to call in and express those concerns. 
  
  

• Initial Complaint

  Date:01/19/2024

  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.

  Deceptive practices. I approved an estimate and provided a down payment, While I was seeking additional estimates I found our Interstate Moving only gives you 3 days to cancel. I am now out $6532 that I cannot get back

  Business Response

  Date: 01/23/2024

  All issues with this customer were resolved and we were able to come to a positive solution.

• Initial Complaint

  Date:01/17/2024

  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 booked moving services with interstate in February of 2023. I told them at the time that I would need to move by mid June. At the time they assured me that it was great I was booking far in advance and that it would not be am issue to move me within my requested window and then deliver my items within a week of my move for about ***** dollars. This was NOT the case. As my moving day approached I was given the run around about when and on what day the mover would arrive. I got no updates so that I could plan with the person who had purchased my home as to when I would be cleared out. I also could not confirm with my employer as to when I would arrive. It was very unnerving to say the least. When the movers finally arrived they were very slow to move and insisted on a lunch break after their late arrival. Then they raised the price of my agreed upon rate; it doubled to *****. I paid the amount because I was in dire straights at that point.I was told it would take a week for my items to be delivered. It took a month! I had to go out and purchase new clothes for work because I had only been prepared to be with ]out my wardrobe for a week maybe two. Once my items arrived many of my boxes and furniture looked they had been dropped. Boxes we caved in, my fridge was missing feet and is dented, a coffee table and my king sized bed were irrevocably damaged.When I attempted to seek restitution with the company directly they could not provide me with the final invoice or information about the movers. For the last 4 months every time I call I can't get anyone to answer. I was told I had nine months to file for damages, it is now moth 6. I just wanted to be compensated for my damaged items and the additional financial/emotional hardship I had to take on for their poor customer service and business practices

  Customer Answer

  Date: 01/17/2024

  Interstate subcontracted out to a company calling themselves Best ** Moving but no contact information was ever provided and I could not locate them on the web

  Business Response

  Date: 01/23/2024

  IMRG is very sorry to hear that this customer had a negative experience with their moving company. A conversation was had with the customer to address the issues at hand and we were able to resolve the issue. If any assistance is needed further, the customer is more than welcome to contact IMRG directly.