Business Profile

Moving Brokers

Interstate Moving & Relocation Group, Inc.

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Complaints

Customer Complaints Summary

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

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

Initial Complaint
Date:08/02/2024
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.
Our experience started with ****, who assured us repeatedly that they were NOT a broker and our items would be in their trucks. Well they are a broker. **** also assured us we were locked in at $14,000.00. Before start we are up to $17,000 to move 8 hours away and with zero packing. We receive a call to schedule our pick up which is going to be Friday/Saturday. We explicitly said we cant do Sun pick up because we have to leave on Sun AM. We receive another call asking if they can come on Sunday and again we say no.after repeated calls, we tell them it is not possible, to which they say we can pay $1000 to lock in Sat. This was said by *******. We then have ******* our original person on the line with *******. She admits she knew we couldnt do Sun. They then tell us the driver will call. It is now 10 pm Fri , we have no idea when p/u is and no way to contact them. We check our online account which says your pick up date has passed. Which verifies it was yesterday. At this point they have $7000.00. We had to call buyers and reschedule leaving. At 4:41 on the Sat. we get a call that they will be here at noon on Sun. When we were originally suppose to have everything loaded on Fri. We had the same driver (who was great). In ** we had somewhat professional packers. Except for the one packer who helped himself to our beers. In *** we had kids hired from *********** inexperienced and only wanted a quick way to make money. We had ask them to put the furniture together, and some wasnt. Boxes not placed in the correct rooms and are buried in our garage And our final moving cost-$20,000.00-6000 more than original lock in quote. I am filing a complaint with FMCA and with the Florida Department of *************************************** Im sure they would like to hear how employees say one thing to get your business and do a complete bait and switch when the contract is signed and its too late to find other movers. (law SB 304 in Fla applies here)
Business Response
Date: 08/07/2024
exceptionally reputable moving broker. The customer signed the carrier's (Weststar ********************* Bill of Lading contract on 7/02, the day of booking, which lists all of their information.
Being a broker just means that the customer is using the broker's expertise in estimating and dispatching to a trusted carrier that is exclusively part of their vetted network, to facilitate the move. The broker protects and advocates for the customer the entire way ensuring that the customer does not get taken advantage of at any point and corrects any situation that Interstate does not find applicable. The customer entered into a binding estimate at a locked-in rate of $2.90 per cubic foot, which will never change throughout the entire move. If the customer adds cubic footage or services during or before the move then the customer will receive an updated estimate which is still just an estimate and the customer is ensured that they will only pay for the space and services used once loaded, which **************** has complete control over as well. So, if the customer only wanted to spend a certain amount and had additional cubic footage, then they would have needed to sacrifice some items during the pickup and chose not to load all their items. In moving, the customer has to pay for the space allocated but they do have a choice whether or not they want to use the space.
The customer signed for a pickup window between 7/26 and 7/28, as it is explained on their estimate, the customer must be available for the full agreed pickup window. If the customer has a preferred date between those dates, then IMRG notifies the carrier, then they do their best to accommodate. At no point did IMRG get a notification from the customer that a laborer was helping themselves to beverages from the customer, however, IMRG does not permit drinking alcohol while working. This subject will be addressed internally.
As stated in the customer's estimate, the carrier is to reassemble the common household items that were disassembled by them at the pickup. If the carrier didn't disassemble the item they are not obligated to reassemble at the delivery, also they only reassemble common household items such as beds, table legs, couches, and chairs. Whoever is present at delivery would need to instruct the carriers where to place the boxes into which rooms. Even if the boxes are labeled by the customer, it is a shared responsibility to instruct and guide the delivery if the customer wants items in specific rooms. At no point was Interstate contacted or made aware that there were any issues during the delivery or the pickup.
IMRG made multiple attempts to confirm the pickup and when there was contact made there were no issues brought to our attention and no comments from the customer. For delivery, IMRG also made over 4 attempts to confirm the delivery with the customer which all went unanswered. So, at no point were we made aware of any issues that needed attention. Interstate will confirm the customer's charges and paperwork. IMRG welcomes the customer to reach out with any other issues.
Interstate attempted to make contact with the customer regarding this issue but the customer abruptly ended the phone call. IMRG is very sorry to hear that the customer had a less-than-expected experience while using the moving services. IMRG prides itself on being an

Customer Answer
Date: 09/04/2024
There were zero attempts made that when unanswered. Also, they did not address being told they were not a broker or the lies continuing in their answer. Also, we did instruct where to put the items and what needed to be assembled

Also how can you insure your movers when they are hired from ********** the day before. One person was on unpaid leave from his job for creating a hostile work environment, one was a vegan who gave us a 3 hour lecture on what to eat and asked me for some nuts and berries to eat.
I expect no less than lies from them, as their hundreds of negative reviews speaks volumes.
I also expect to receive nothing from this company as they ripoff and lie constantly. But you can believe I will post negative reviews every where I can some people know they lie to get your business and then treat you like ****.

Customer Answer
Date: 09/05/2024

Complaint: 22081494

I am rejecting this response because:
There were zero attempts made that when unanswered. Also, they did not address being told they were not a broker or the lies continuing in their answer. Also, we did instruct where to put the items and what needed to be assembled

Also how can you insure your movers when they are hired from ********** the day before. One person was on unpaid leave from his job for creating a hostile work environment, one was a vegan who gave us a 3 hour lecture on what to eat and asked me for some nuts and berries to eat.
I expect no less than lies from them, as their hundreds of negative reviews speaks volumes.
I also expect to receive nothing from this company as they ripoff and lie constantly. But you can believe I will post negative reviews every where I can some people know they lie to get your business and then treat you like ****.

Sincerely,

****** ******
Business Response
Date: 09/12/2024
Interstate is proud to be one of the top recommended Brokers for the **** It states in the signed estimate, 7 times that **** is a broker. It would be very useless to lie about such a thing, and calls are closely monitored to ensure all customers are given correct information and the booking **** know that there are tough consequences if customers are given wrong information.
It's best to use a broker when moving because if the customer goes with a carrier straight out, they have nobody to protect them from false inapplicable charges. A carrier also uses different/unknown carriers to perform most of their moves anyhow, but with a broker you know in advance who is actually moving your items but with a carrier, the customer has no idea where your items are and has nobody to advocate on the customer's behalf.
Regarding the carriers hiring day laborers, the carrier is responsible for them, and is a common occurrence if additional help is needed last minute. Even though it is not a preferred practice by Interstate, it is not illegal. This is why communication from the customer is heavily relied on: if the carrier is doing something that the customer does not warrant, **** will step in and correct it on the spot. If the customer has damages, Mr. ****** will have to file a claim within 9 months to receive reimbursement. That info can be sent via email and the customer is urged to reach out to **** for that information.
Interstate is very sorry to hear the customer had a less-than-acceptable experience with their move. No complaints were brought to our attention when the customer was called on 7/29 for their pickup confirmation nor on the 4 different documented attempts made during the span of 5 days Interstate's office tried calling the customer for the delivery confirmation call.
Interstate Moving and Relocation is constantly searching for ways to improve and will consider this complaint.
Initial Complaint
Date:07/18/2024
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 signed a Binding Moving Estimate with IMRG. The company is advertised as risk free and highly rated online. The salesman, *********************, and I went through the inventory on the phone. I didn't realize it's normal custom for an agent to come and look at the property first. **************** never mentioned that and said we can go over the inventory on the phone and agreed to $10,895. This original estimate included a $500 bulky fee for a golf cart. I agreed to this price and put down a $3699 deposit. Not once was I told this was a non-refundable deposit unless I cancel within 3 days. This was also 3 months before the scheduled move. The week before the move, I received a call from ***, a quality insurance employee, who went over the inventory list again. The price went up to $12,800. At this point, this was still a good price and I felt it was fair. This price also included the golf cart. So, I signed another Binding Moving Estimate and put down another deposit for a total of $4,700. The day of the move, I found out that IMRG was a broker and Atlantic Group came out to make a final quote. This time their estimate was $18k and they explained they could do it for $12,800, but they don't know what would happen to my furniture that went over the cubic foot limit and this did not include the golf cart. The compliance ******** *************** spoke with our lawyer and explained that we never signed a contract, even though the header on the bill of laden is **** of Laden Contract. We signed Binding Estimates. We never agreed to a price and never signed a contract. You cant give me one price and tell me I must cancel in three days only to show up months later with a completely different price. I was never given the 3-day period to cancel. For these reasons, I am seeking my deposit back along with the removal of risk free from their advertisement claims.
Business Response
Date: 07/26/2024
The customer did sign a Binding ********************** Estimate, this means their rate for the move will never change once agreed to. IMRG is Risk -Free meaning that there is zero risk of the rate changing unlike a NON Binding Moving Estimate. IMRG strategically puts our cancellation policy right above the electronic signature where the customer signs on their estimate, and it states the following: 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, than my deposit becomes the property of the agent, and can be used up to 1 year from original move date. If my job is booked within seven business days of the pickup date I am not entitled to aforementioned refund due to the nature of the routing involved.

It also provides the following information:
By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
1. As properly licensed interstate Broker, Interstate Moving & Relocation Group, **** is not a motor carrier and will not transport, pack, or handle an individual shippers household goods, but will coordinate, recommend, and arrange for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by its own published tariff.

In this customer's case, the customer needed more space than what was estimated. So the carrier provided a legal Onsite New Binding Estimate. Where this gives a worst case scenario stating if you use that cubic footage then this will be your final price and if you use less than the final Bill of Lading will reflect that number.

The compliance officer is correct when they informed the customer that they didn't sign a contract with Interstate, they signed merely an estimate based off inventory provided. The customer only signed the Bill of Lading with the carrier Atlantic, which is the contract, Which is why it has the carrier information on it.

The customer locked in their rate when they signed IMRG's estimate. In which the estimates price reflects a certain number of cubic footage and the customer has the choice to stick to that agreed estimate and only load that space amount at pickup. The only risk with that is if the customer needs more space then they will have to sacrifice some items. In moving, the customer has to pay for the space used. Thats why a New Onsite Estimate is created and has to be agreed to before loading and charging a higher final balance, to inform the customer that more space may be required.

During the pickup, the carrier and Interstate did their best to provide discounts and work with the customer to find a solution but unfortunately that was not able to be reached.

Interstate was hired as the customers ********************** broker and the load was successfully brokered to the motor carrier who showed up onsite as scheduled. They were prepared to provide the services that were purchased at the time the initial reservation was made at the price agreed. When they showed up they estimated and surveyed the inventory for the shipment and it appeared that the customer required additional space and service than what was purchased and included more than what was included in the estimate. The customer with 2 reasonable options; the carrier is happy to render the services purchased at the price agreed or the carrier is more than willing to provide the additional services that you are requesting at a revised price. The customer did not want to accept the services purchased and didn't agree to to the additional either. This was counted a service refusal, in which no refund is due.

Interstate is more than happy to assist in a future move if the customer wishes.
Customer Answer
Date: 07/29/2024

Complaint: 22010533

I am rejecting this response. I am not surprised by the lack of transparency, faulty language and outright advertising lies this company continues to spew. Let's take a look at their response:
1- In the first paragraph they say, "The customer did sign a 'Binding ********************** Estimate,' this means their rate for the move will never change once agreed to." The facts say otherwise, the rate changed two more times, nearly doubling on the day of the move. That doesn't sound like a "binding" estimate. The only thing that they had bound was my deposit.
2- They go on to say, "IMRG is Risk -Free meaning that there is zero risk of the rate changing unlike a NON Binding Moving Estimate." The rate changed 3 times. However, in their response they go on to say there is a risk, "The only risk with that is if the customer needs more space then they will have to sacrifice some items." So now there is a risk? Again, they continuously use false language and advertising. They're basically saying they can take some items, but not others.
3- *********** makes the claim that I had added to my cubic foot allowance. What they don't mention is that I had also taken items off of my list. They also are not mentioning that it is in good industry practice to send a person to the house to give the estimate. They never told me an over the phone estimate was abnormal.
4- IMRG says they "strategically place" their cancellation policy. What they're not mentioning is that it is strategically placed to be unseen. What they also don't mention is the move was booked 3 months in advance. If I had known our "binding estimate" was not so binding, I would have never agreed to this even if I knew about the three day policy. Also the company claims that the movers showed up on time and day of, when in actuality they showed up a day and half late without intentions to move anything! How can I cancel on time?
5-In their rebuttal they make the claim that I was given two solutions- to move the items for the $12,800 price that fit into the truck or to pay $18k for everything. They are also not mentioning that the $12,800 estimate included an additional $500 bulky fee for my golf cart, which the company said they could not move for the $12,800 price. Thus, they were not giving me the same price or deal. The moving company also said they would move everything, but could not guarantee when, where or how the rest of the items would be delivered. Would you trust your valuables with a company like this?
What they fail to mention is their third option-- to take my deposit. They knew they would choose this right away because they've done it to many people. For this I am requesting my money back and a change to their advertising.

Sincerely,

*****************************
Customer Answer
Date: 07/29/2024
Thank you all for setting this up with the business. If you take a look at my rebuttal, you will see the issues that I have with IMRG. You can also see their blatant malpractice. They say they are risk free and then mention their risks. They say the estimate is binding and cannot change and then go on to say it can be changed. What is the truth? The truth is this business is hurting honest people. I hope this is a step in the right direction for justice to be served.

Thank you,

***********************
Business Response
Date: 08/07/2024
Interstate has attempted to resolve their issues with the customer but the customer chose to cancel their services on-site. We welcome the customer to reach out if they would like to utilize their moving credits. IMRG ensures they use the best and fairest practices as a moving broker and follows all laws and regulations.
Customer Answer
Date: 08/09/2024

Complaint: 22010533

I am rejecting their response again. This company continues to rely on predatory marketing and sales tactics. They gave no explanation or remedy to my rebuttal. Their only remedy is that I will be able to use my credits within a year. I moved my items by myself and hired local teams to help me pack the truck. Each one of those teams (who helped load and then unload) mentioned that this companies practices are not within the industry standard and should not be trusted. Furthermore, how am I to use the credit? I've already moved my belongings.
The company did not give adequate explanation to their use of the word "risk" either. At this point it is clear that they do not intend on returning my deposit nor anyone else's deposit that they have schemed. Someone needs to hold these people accountable. It is my hope that BBB will lower their rating when they review this thread. However, it seems that I will be forced to write more reviews on other websites and to consult with attorneys in the ********** area.

Sincerely,

*****************************
Customer Answer
Date: 08/09/2024
Thank you all for helping me get into contact with this business. Is there anything more that we or I can do? Other than seeking legal remedy? It is my hope that this doesn't happen to other consumers in the future, are you going to lower their BBB score? Thanks,

***********************
Initial Complaint
Date:07/18/2024
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 was lied to multiple times by workers here about when they would arrive.The driver refused to tell me when he was coming and arrived 26 hours later then he was supposed to making me miss 3 days of work and pay.He also yelled at me and cursed at me several times and then complained.He refused to park the truck close to the building so he could charge me extra, even though the truck could fit and I told him it would several times.****** was incredibly rude and then demanded a tip. Was lied to on several occasions by this company.Was never told I needed medium size boxes, the size was never specified.They added on fees and pretended like I didn't initially tell them about things I was moving but I did.A number of items were damaged or missing as well.
Business Response
Date: 07/26/2024
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. The first delivery update was on 7/2 in which the carrier provided info saying the items are awaiting the truck to arrive to be loaded out of the warehouse. 2nd delivery update was provided on 7/5 informing an eta of delivery in 2-3 days. On 7/8 the driver gave an eta of 3-6pm for 7/8. On 7/9, IMRG called the carrier to get a delivery confirmation and they informed us that the driver was not able to make the delivery yesterday as planned due to unforeseen circumstances and it has been rescheduled for 9-12pm that day 7/9. As soon as IMRG was notified of any update, we made sure to call the customer right at that time. On 7/10 IMRG called the customer for a delivery confirmation and there was no answer. The customer did reply to our email confirming the delivery and stated there was some damage, so IMRG sent the customer their claims information to file when they were ready. At no point was IMRG notified of any arguments or frustrations during the delivery with the carrier's driver. Interstate does apologize for any inconveniences the customer had with this carrier and that will be addressed internally, The customer will need to file a claim for damages in order to be reimbursed for them. The customer also signed off on the estimate stating that the inventory was correct. The move is based on space and the customer was provided an estimate based on the inventory that was given to IMRG. The customer doesn't need any specific size boxes as that is not how moving works, the customer is the one who states and requests what's needed. So no, she would not have been told she had to have any specific size box during moving. Please feel free to contact IMRG if there are any questions or concerns.
Customer Answer
Date: 08/09/2024

Complaint: 22007320

I am rejecting this response because --- There was 0 communication, and when there was I was called by different numbers and if I tried to call back there was no response or I was meet with horrific behavior.
I never got any communication on 07/02, the first communication I had was on 07/04 stating my things would arrive in 2-3 days. I was then left hanging after that with no update on when my things would come.
On 7/8 I was told it would be between noon and 3 and then when that time came and went I was never called to be informed that the driver would not arrive. I lost a day of work waiting for someone who didn't even have the slightest decency to send a text.
It was then expected on 7/9 between 9-12 and again a delay with no call or text. this resulted in another day of loosing work because I was waiting for someone who could not communicate. There was never a call , I had to call and no one answered, I texted and got a response 3 hours later saying they were 45 minutes away. 45 minutes came and went and 2 hours later they arrived, again with no communication.
I was never called on 7/10 so again that's a lie.
I told interstate moving company several times I was harrased and bullied relentlessly by the driver but again since their was no communication I don't know who the driver was hired by so I reported the issue to Interstate directly.
I only signed off because I was afraid I would be met with physical violence had I not signed off on it.
When I had my call with Interstate moving company I had told them I had large boxes when they asked the size, they then stated they require medium boxes, and apparently unnecessarily charged me an additional price. so YES I was told I needed medium boxes a day before my things were set to be picked up, which again this information was not disclosed when I booked. So I deserve a refund for the additional charge I was given for having large boxes since you say the size of the boxes don't matter/
Why was I charged extra then?
I communicated effectively and explained what I was moving, there was clearly a massive failure on your end in every aspect.
I would like this corrected and would like a proper apology from you, as well as all parties included.
I'd also recommend looking into the driver who dropped my things off because he is a horrible individual who also makes your company look worse than it already is.
There has clearly gross negligence with all employees at this company and it is disgusting.

*******************************

Business Response
Date: 08/13/2024
IMRG apologizes for any rudeness or if the customer experiences any less than acceptable tones from customer service. It is noted in the system that communication was attempted and had with the customer on all above-mentioned dates. Unfortunately there are no recorded accounts of complaints regarding the drivers conduct. However, there are notations made of every time a delivery eta was given and changed by the carrier. The customer was made aware of any updates at the same time IMRG received them. The customer is charged based on space used. The move is based on space and the customer was provided an estimate based on the inventory that was given to IMRG. The customer doesn't need any specific size boxes as that is not how moving works, the customer is the one who states and requests what's needed. The customer has been provided with the claim information where damages can be filed. Again, we apologize if the customer feels that they were met with less than acceptable attitude from any party. These issues have been handled internally.
Initial Complaint
Date:07/16/2024
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.
My husband and I has submitted an inquiry for quotes on long distance move. As you could imagine we received many emails and phone calls with services being offered. On June 14th and 15th, I received a barrage of calls from the Interstate Moving & Relocation Group *** sales team. The offer was supposedly the best possible offer I could get with a huge discount for military personnel. On Saturday the 15th of June, those phone calls came every hour on the hour from Interstate sales team 10 calls in a 24 hr period. I ignored several calls as I had not discussed this with my husband who is the military member. However, I was told that I had to act now in order to lock in the booking and that I was not going to get a better rate anywhere else- using a high pressure and predatory tactic. Against my better judgment, I went ahead and booked with a deposit almost $3609 for a pack out date 30 days in advance . Again my attempts to contact my husband at the time to discuss final arrangements had not been accomplished. I did ask the sales team to give me until Monday only to be pressured that Monday would not offer me any deals like the one he was offering at that very moment and again my attempts have it wait until I spoke with my hubby totally dismissed. I HAD TO ACT NOW. After speaking with my husband it was his decision not to move rather just to retire in place. As soon as I found out, I tried to call to cancel the service several times, offered credit as an option. When I finally got thru I was told that the cancellation date had passed note that only 5 business days had passed and I was informed that my $3600 deposit was not going to be refunded. Never at any time was I told that I had three days to cancel in writing. Since this booking happened 30 days in advance - I dont understand why a refund is not being given since no services had been rendered. This moving broker uses harassing and high-pressure sales calls that are unrelenting on potential customers.
Business Response
Date: 07/26/2024
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. When the customer signed their estimate on 6/15/24 at 3:35pm (ET) the cancellation policy is strategically located at the very top and the very bottom of the estimate and placed right where the customer inputs their signature. The following is the agreed cancellation policy, "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 original move date." Being the customer chose to cancel 10 days after booking and 11 days before the pickup date, the customer's deposit has already been utilized for the reservation. IMRG welcomes the customer to use their deposit for a future move if they wish to rebook within this year.

Customer Answer
Date: 07/29/2024

Complaint: 22000808

I am rejecting this response because there has been no invoice received on how the deposit was utilized. Since this is a booking company - moving services that they broker, I should have a received an invoice by now on how the funds were utilized and who they actually booked their services with - with the actual dates and amounts. I have not received a detailed invoice on any portion of $3700 (approx). Since the cancellation happened way in advance before any moving services had been initiated or rendered The deposit should be refunded or at least a portion should be refunded in its entirety. The invoice should also state the name of the service provider they brokered and their cancellation policies. Good Business practices is to ensure that the customer is getting invoiced for the amount that they are paying for. I have yet to receive this and it is hard to phantom that the whole $3700 that I prepaid in my deposited funds are unavailable for a refund. As I previously mentioned, I have no intention of moving within the next 12 months. I am respectfully requesting a full refund.
Sincerely,

*********************
Business Response
Date: 08/07/2024
The customer made a deposit to ******************************************* and *******************************************. As to where the deposit is dispersed, that is not something that is permitted to be shared. The customer did receive their Bill of Lading signed on 6/15, which is a copy of their charges and receipt of the deposit made along with all of their carrier's information. However, the customer was made aware the deposit is necessary to reserve their move dates, space, and labor. The deposit is held for 72 hours in case the customer does choose to cancel. After 72 hours the deposit is then used to finalize the reservation. IMRG welcomes the customer to contact us for a future move and use their moving credits.
Customer Answer
Date: 08/07/2024

Complaint: 22000808

I am rejecting this response because: I will not be able to utilize the credits. What are the resolutions are you offering?

Sincerely,

*********************
Customer Answer
Date: 08/07/2024
Better Business Bureau,
Interstate moving and relocation services have agreed to issue a full refund. Please see attached Screenshot email dated 7 August 2024 Sent to my personal email address at approximately 7 PM.

Thanks so much for your support in this matter
*********************
Customer Answer
Date: 08/07/2024
Regarding the complaint, The vendor - interstate moving and relocation services has graciously offered a full refund. Please see attached email for correspondence that supports this entry.

If you have any questions, Please let me know
Customer Answer
Date: 08/08/2024
Please let me know if you got the attached. Its an email screenshot saying that theyre gonna refund the amount in full.. And want to close it until you have received the information.
Customer Answer
Date: 08/08/2024
Please let me know if you got the attached. Its an email screenshot saying that theyre gonna refund the amount in full.. And want to close it until you have received the information.
Initial Complaint
Date:07/02/2024
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.
Interstate Moving unfairly runs its company to the detriment of its customers. I planned a move 1000 miles away and worked with **** to set up my moving costs at that time. I opted for the full moving service, as **** told me the more packing I do, the more that cost will be reduced. I paid my initial deposit and was set to move in June 2024. In May I called to confirm the exact dates for the movers to come. I was sent my estimate again (same amount) with a date adjustment.A week before the movers arrived, I received a call from Interstate Moving for a final review. When speaking to the person on the phone we reviewed the same items I listed in January that were to be moved. When I mentioned I had packed most of the apartment myself, she added 31 items to my inventory (31 boxes I packed). Per ****, the more we packed the less the full packing service would be billed. I was told I could not speak to **** since he no longer had my account. She explained I caused the additional cost by packing myself, and it added 31 items to my move. This resulted in a $2000 increase to my initial estimate that I had to come up with in a week. I told her I would unpack every box as it should bring the cost right back to my initial estimate. She said not to unpack anything as it would cause a higher cost. I spoke with someone in quality assurance with the company and she insisted the person who added the items was correct. My side-by-side inventory list has the following for full moving service: "5 BOOK BOX ***************/DISH CP 8 BOX, ** (4.5 CU. FT)CP 16 BOX, MED. (3.0 CU.FT) CP 12 BOX, SMALL (1.5 CU.FT.) CP 3 BOX, WARDROBE -(15 CU. FT.) CP 10 PLASTIC BIN, SM.Besides 2 boxes for the kitchen items and 3 wardrobe boxes, the rest were not used but stayed on as part of my bill.I'd like to add my claims letter sent from INTERSTATE MOVERS specifically states "You may consider packing your own household goods articles to reduce your costs"Unfair, unjust, and should be illegal.
Business Response
Date: 07/15/2024
Interstate Moving and Relocation is ******** booking agent, we do whatever the customer tells us to do and the customer provides us with the information that they want their estimate to be based on. The customer has a full-pack option. The only two options available at pickup if the customer needs any packing done is a full pack which is $1.50 per cubic foot, or an a la carte option where the customer pays for each material used. In this customer's case, they chose the full pack option which is usually the cheapest option unless the customer only has 1 or 2 boxes needing to be packed. There is no such thing as a percentage of a full pack. Interstate does its best to make that clear. It doesn't matter who packs it, the customer is paying based on the amount of space used on the truck which is visually proven. The term, "You may consider packing your own household goods articles to reduce your costs" means you wouldn't have to pay for any packing if you packed everything on your own before pickup. Interstate is sorry for the confusion and we welcome the customer to call ******************** directly at 866-922-5801as we are here to protect them from unjust charges and to answer any questions or concerns.
Customer Answer
Date: 07/20/2024

Complaint: 21931499

I am rejecting this response because on February 19, 2024 I spoke with ******************* to get my original quote. When speaking with him he encouraged me to get full packing service and emphasized the cost of full packing would be reduced by the amount I pack myself. This was reconfirmed by him when I spoke to him the following day and paid my deposit. I also reject this response since the cost of my move was increased by $2000 with a 1 week notice. I had to pay another deposit the day of the 'new estimate'.
I have tried calling numerous times to have the charges of 5 book boxes, 8 large boxes, 16 medium boxes, 12 small boxes, and 10 plastic bins that were not used during my move since I packed most of my apartment myself. When I have called I am told I can no longer speak to ****, as my account was transferred to someone else without informing me. The last time I called I was told someone would return my call about a possible adjustment, but I have yet to hear from anyone with this company. Since mid-June I have only been able to leave messages with staff and never receive a call or the decency of a reply.
While I did book full packing service I should not have been charged an extra $2000 for the boxes I packed. I was told of the price increase by ******** (no last name provided) from ***************** I offered to unpack all 31 boxes I packed to keep my original estimate, but was told my ******** not to do that since the cost was based on square footage. So was it square footage (which no one knew on 6/6/2024) or was it the extra 31 items (the boxes I packed) added to my estimate at the last minute? I pose the question that how did the square footage increase so much from February to June when it was the same inventory list of my apartment, minus 3 items added for inventory to the move. I called back and asked to speak with her supervisor and when I finally got through, she already talked to their legal department and reiterated the square footage, not the inventory of my apartment.
This is not fair to me as a customer. Planning and budgeting a move for 6 months was crucial to have enough funding and it is ridiculous for my original estimate to not be correct, and then be charged 25% more than the original estimate. I believe this company is defrauding customers (as I have seen in a multitude of complaints on this site) by providing low estimates that work great within the customer's budget and then mark up the price by high percentages within a week of the customer's move. This underhanded way of business does not afford customers to seek a different ********************** company as they tend to perform a "final walk through" a week before moving. It leaves the customers with pay up or you cannot move feeling, which is I believe is the goal in lowballing initial estimates.
I would love to upload the emails I have received from this company, but the small MB upload allowance does not allow me to do so.

Sincerely,

***************************
Business Response
Date: 07/26/2024
The way packing options work is:
1) Full pack which is priced at $1.50 per cubic foot. This option is sometimes cheaper for customers even if they have some boxes packed when there is a move larger than 500 cf.
2) A-********, which the customer will be paying for each individual box and special pack needed and those box prices vary from $12.00 - $100.00. The customer was given correct information by us when she was told if she packs her own boxes then it would be cheaper. The customer just didn't pack enough boxes for the A-******** option to be beneficial.
In this customers case, the reason why the full pack option was kept is because it was still going to be cheaper for the customer than if they switched it to a-la-cart and paid for each individual box and packing that was needed.
Unless the customer packed everything and was %100 move ready at pickup, the customer would have needed to pay for one of the two services available for packing. In this customers case the carrier saw that the full pack option was still cheaper for the customer and recommended to move forward with a full pack, which is what happened.
Initial Complaint
Date:06/12/2024
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 had scheduled this company to help with our residential move from ***** to ********. The initial price quoted was just under $10,000. Within a couple days before the move, this company called us to confirm the move information. We made subtle changes, taking away some things and adding some things. At the end, we firmly believe that the changes resulted in a significant reduction in the quantity of items moved, including a reduction from 300 boxes to 200 boxes. Despite this, the new charge for the move was about $12,000. We asked to simply keep the old original move quote, and the company said they could not. I asked to speak to someone about this, and was told that no one was available. I asked to cancel the move, and was told this would result in a loss of our $3300 deposit. We feel like this is a classic bait and switch sales tactic. We were duped.
Business Response
Date: 07/01/2024
This customer was in control of how much space they used and how much money they spent on their move regardless of the estimate. If they wanted to only spend what was on their original estimate, then they would have had to only load that amount of space on pickup. **** sees this customer only spent what was on their original quote and the complaints were resolved. We apologize if there was any confusion. Interstate is happy this was resolved with the customer.
Customer Answer
Date: 07/02/2024

Better Business Bureau:

Only with BBBs help was the moving company willing to allow me to retain the original estimate. The response from the moving company ignores the fact that before contacting the BBB, the moving company was unwilling to allow me to keep the original estimate. A thorough review of the call history between me and the moving company will clearly show this. If the moving company disputes this, they havent reviewed the several hours of phone calls between me and their ***************** team.
Thank you BBB.

Sincerely,

*************************
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.

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