Complaints

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

• Initial Complaint

  Date:04/08/2024

  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.

• Initial Complaint

  Date:01/15/2024

  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.

  1. Cost Estimate was NOT anywhere close to accurate.Photos were provided; dimensions of a storage unit and information regarding (2) 1-bedroom apartments.2. Sales Agent mentioned making the storage a little smaller once photos were provided so there wont be any surprises.3. Based on the Move Preparation ****** ***************** will call 4-7 days prior to move to get confirmation of items. I did not receive a call in that time frame. I called the company multiple times and could not be connected to this department.***************** called once 3 days before my move and left no voicemail and made no further attempts to connect.4. Movers are not affiliated with Interstate and said with the dimensions of the storage unit and photos, theres no way our estimate should have been around 500 cubic feet. They said industry standard would have been ******* per pickup location. Interstate claims to the the professionals; this cause my estimate to more than double.5. (4) different people called to confirm delivery of our items on 12/18.6. I spoke to an associate on 12/18 and then she called me back again on 12/19 to confirm my items were delivered. She had no recollection of having spoken to me about my grievances the day before.This company is disorganized, highly unprofessional and inaccurate.

  Business Response

  Date: 01/17/2024

  Interstate Moving and Relocation is very sorry to hear that the customer had a less-than-desirable experience. Any issues are reviewed and made a top priority to resolve efficiently. The customer listed, signed, and approved the inventory that was on their estimate. Even with pictures, The representative can only list the inventory that the customer claims will be loaded on the truck.  The customer was provided an estimate for 17 items and 96 pieces. ***************** is a service that we provide for the customer to verify all the details of their move. QA has set appointments for customers and preferably those appointments are set 4-7 days before the customer's pickup date. ****************** was ********************** during a busier time of the year so it had to be set to 3 days before the move date. While the customer was expecting a call from QA, she was called on 12/10/23 around 1 pm EST. According to the file notes, that call went unanswered and unreturned until the 12th when the customer called back and was advised that any changes ****************** had would have to be done on-site at that point because it would be too late to change the estimate. At the end of the loading, no matter what the estimate says, the customer is charged for the amount of space used on the truck. The estimate would not affect those final charges.  The carriers that do the actual pickup and delivery have a signed agreement with IMRG to follow their regulations and estimate agreements. The customer's estimate is not based on a storage unit size but based on the inventory that the customer lists on the estimate. According to file notes the customer called in twice on the 18th and advised that the delivery is taking place, so the customer received a call on the 19th to confirm that delivery and service, which is follow-up protocol. ****************** then had multiple correspondences with IMRG Compliance who had acknowledged and filed all grievances and complaints properly.  Interstate Moving and Relocation has investigated this matter in an attempt to better comprehend and validate the complaint against the services.  Customer satisfaction is critically important to us, and we want to ensure each customer knows their business is valued and appreciated. The customer is welcome to contact us with any other issues they may have.

• Initial Complaint

  Date:01/11/2024

  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 looking for a mover to help my daughter and I move to a different state. I found Interestate Moving and Relocation based on a Forbes article recommending the company. Last month (December 2023) I receieved a quote from Interstate Moving and Relocation; purging many of my possession - both sentimental and necessary -- as I really don't have money to spare. The quote was reasonable so I signed the contract and paid the deposit of approximaltely $4,000. A month later, with my house rental agreement expiring, Interstate Moving and Relocation literally doubled the cost of their service -- them having my deposit as collateral and using my desperation as leverage -- I am truly backed into a corner. I have received other quotes from reputable moving companies but, without my deposit back, I simply can't afford to hire them. Also, there is no chance I will be able to move with Interstate Moving and Relocation as, again, they doubled the amount they quoted me (based on "inventory" which hasn't changed. IMR customer service has blocked my number and I'm getting more and more desperate as I have to be out of my current residence on the 15th of January.

  Business Response

  Date: 01/17/2024

  Interstate Moving and Relocation Group truly apologize for any negative experience that the customer may have experienced and is sensitive to any personal situations. **************** received an estimate based on the inventory that was going to be loaded on the moving truck at pickup. That inventory is listed, reviewed, and approved by the customer before signing. The customer's rate never changed from the time of booking. The inventory however went from 160 pieces to 192 pieces which caused the space reservation to increase. It was explained that regardless, the customer will only be charged for the amount of space that is used at pickup, which could potentially be less, should the customer choose to load fewer items and occupy less space. A cancelation policy was also reviewed and signed by the customer at the time of booking, which gives 72 hours to cancel for a full refund. After that time the deposit is then dispersed to reserve the components needed for the move. Interstate offers the customer a year from the original move date to use the deposit for a future move.  IMRG would graciously appreciate the opportunity to continue servicing ******************** move. The Compliance manager has tried to reach out and text the customer to speak about ******************** concerns. IMRG welcomes the customer to call back and discuss the situation. 

• Initial Complaint

  Date:12/28/2023

  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.

  Our family just completed a cross country move with Interstate. This experience began when we selected their company on 11/22/2023 and made a deposit of $5265.38. My original estimate was for around 19K and at the end of the nightmare I believe it was actually $29,011.38. They based their estimate on the inventory taken by another reputable company instead of virtually touring the home for their own inventory. We selected 5 companies to have bid on the move and Interstate's bid came in as the mid-priced solution with 2 companies higher and 2 companies lower. Their staff were of little support throughout this process and the wait times on hold are infuriating. My salesperson ****** said that he would be my point person throughout the move, and he would take care of issues for us. Once we had paid, he would either not respond at all or transfer me to customer service who would then either place us on hold or fail to resolve our issues timely. The customer service reps including ******* and ******* were insensitive and aggressive. At one point a rep joined one of the calls unannounced and became verbally aggressive with my wife and myself. After I requested that Interstate's head of compliance review the recorded calls, I received an apology for the employee that interrupted the call unannounced and for the assurances that should not have been made by my salesperson. When we reported to the moving company that we had damaged items we were later told to discuss that with the 3rd party movers. This was not a part of our agreement with Interstate. When I asked Interstate for a final invoice, they once again said they would get that from the 3rd party they brokered the move with. I have made several calls over the last 10 days to get those receipts and am told they will email them shortly. They have still not sent those 2 receipts which are for $10498 each.

  Business Response

  Date: 01/02/2024

  IMRG is very sorry to hear that the customer experienced anything less than acceptable customer service. The customer was provided an estimate based on the inventory that was given to the booking representative. It is noted throughout the file that IMRG was able to assist with all issues and inquiries. We also provided claims information for any damages. IMRG assures we are here to assist the customer every step of the way until the claims are filed properly and fulfilled by the carrier. A call was made on 12/29/23 to speak with ****************** about resolving his complaint further. IMRG invites the customer to reach back out to us as we look forward to discovering and resolving any further potential issues.
  
  
  

• Initial Complaint

  Date:12/03/2023

  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.

  Out move job no is 5434543.The date of pick: 29-Oct-2023 Date of Delivery: 17-Nov-2023 Dispute: Unclear and misleading estimation proocess and additional charges during pickup. Overcharged at delivery quoting that a special truck was required to deliver at the destination address.Details:The Interstate Moving & Relocation Group *** (******: ******* MC: ******) provided us with an initial estimate of $3719 prior to pick up. However on the day of pick up the cost given to us was $6348. We agreed to this given their explanation. Now on the day of delivery they demanded an additional $500 stating initially that their regular truck could not turn around at our destination. On complaining, the mover representative promised to call and resolve the issue before the truck arrived. However, we received no call and a 26 foot truck arrived with a demand of $500 extra. The reason given was that a 58 foot truck could not be brought to our door. This is outrageous and a scam. The pick up was done in a 26 foot truck. We would have expected a 26 foot truck to deliver at the destination. A 58 foot truck would not make it to most residential places.Even with the claims process for the missing/damaged items all Interstate is doing now is directing us to a claims company. We have a broken table and a completely missing heavy weight ladder.

  Business Response

  Date: 12/12/2023

  IMRG is very sorry to hear that this customer experienced unexpected additional charges. We were able to speak to this customer to initiate a mutual resolution and resolve the explained issues. 

  Business Response

  Date: 12/13/2023

  MRG is very sorry to hear that this customer experienced unexpected additional charges. We were able to speak to this customer to initiate a mutual resolution and resolve the explained issues.