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:11/23/2023

  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.

  Oh how I wish I would have seen all the negative reviews about this company BEFORE I signed the binding moving estimate! ****** #1: Never EVER contract with a Broker or moving ompany WITHOUT having them do an on-site estimate. ****** #2: Never EVER use a Broker unless you have thoroughly checked out the reputation of their subcontracted movers. Space here does not allow me to go into much detail, but I will say that while my initial contact with IMRG (****) was pleasant and helpful, the subsequent exchanges I had with their "customer service" department were both demeaning and infuriating! I was called a liar and was told that I was "just being difficult" when I asked too many questions. My last exchange with them was on 9/28 when one of their "customer service" reps HUNG UP ON ME! ****** #3: If an estimate sounds too good to be true, it probably is! After researching reviews on the move subcontactor (Easy Road Moving in *****) I was AGHAST to read of all the awful experiences others have had with them. Both IMRG and ERM evidently do a lot of back-end loading to ADD to their original estimate and then hold customers' belongings hostage until you come up with the extra money they say you owe! I cancelled the move (to the tune of most likely having to eat my $1,572 deposit) and have contracted with North American *** Lines. They sent an estimator out right away and gave me a FIRM PRICE on relocating my belongings from ******* to *******. ****** #4: Look CAREFULLY before you use a moving broker or any mover for that matter. Interstate Moving & Relocation Group is as close to a **** as I've ever come across. They apparently stay JUST BARELY within the lines of the law. I believe that the POSITIVE reviews posted here were submitted by IMRG! Other complainants have been offered a credit for future moves. I would be nuts to even consider using this company again! Disgruntled in ******

  Business Response

  Date: 11/29/2023

  IMRG is very sorry to hear that ******************** had a negative experience. It appears the customer canceled her services before her move actually happened. The carriers do in fact do an onsite estimate at the time of pickup and everything before loading is exactly that, an estimate. It's not saying that these are your final charges. The customer will only pay for what they load on the truck. IMRG has very high expectations and we value our integrity. We are very sorry to hear you did not have a pleasant experience with customer service. We will investigate the calls in question. ******************** simply received an estimate based on her needs. With this move specifically, it needed an elevator at pickup and a long carry fee at delivery. There are in fact accessorial charges if needed while moving. Moves are never held hostage because only the customer can make the decision and agree to any charges before services are performed. So, the customer always has the freedom to choose and nothing should ever be a surprise. The customer did cancel their services 1 day prior to the move date. This is beyond our cancellation policy. IMRG follows every DOT law and we hold our carriers to the same standard. We are here to protect the customer and advocate for them at all times even after delivery. If we were notified that the customer was not satisfied with the carrier for whatever reason we could have dispatched a different one within our network to perform the move. This customer is welcome to reach out to us if she should choose to use her credit from her nonrefundable deposit towards a different move in the future.

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20909362
  
  I am rejecting this response because your offer to apply my deposit to a future move is ridiculous! I would be NUTS to consider using your company for another move in the future! I would suggest you read and take to heart all the OTHER COMPLAINTS listed on the BBB website. You might also read the outstanding review I gave to North American *** Lines following their completion of my move.

  Yes, your company DOES have a history of holding other customers' belongings hostage -- demanding a cash payment with outrageous "over estimate' fees and packing BEFORE they will unload the truck. What irks me the MOST is the way your company stopped answering my calls as soon as the 72-hour time limit in which to cancel had passed. On top of that, I was deeply offended when your customer service representative called me a LIAR and accused me of "being difficult" when I explained to her that I do not get email on my phone! Trust me, if you do not offer a REASONABLE offer to make this right, I will do everything in my power to WARN OTHERS not to become a target for your scam! Apparently, your company operates JUST WITHIN the lines of regulations and you don't care about your customers.
  
  Disgusted in ******, I remain
  
  **************************************

  Business Response

  Date: 12/05/2023

  IMRG has a record of all calls with the customer. We spoke on 10/16 (booking date), 10/16(account questions), 10/19 (changed pickup dates), 10/26, 10/28 (QA call), 10/30 (we received an email stating you wanted to cancel), 10/31(IMRG reached out but the customer did not answer). IMRG is completely open to looking into every complaint and addressing them properly. We take every complaint and move seriously, so if a customer has an issue, we resolve it with urgency and accuracy. As stated in the customer's estimate.
  
  
   TERMS OF PAYMENTS: 
   At delivery, the balance is due prior to unloading in the form of a *********** Money Order or Cash only.
  
  
  The customer is aware and agrees to their delivery balance at the time of their pickup. Therefore, a hostage situation does not occur. IMRG has a special department to ensure that the assigned carrier follows and adheres to all standards, regulations, and laws of IMRG and DOT. 
  
  
  IMRG is proud to go far and beyond to make our customers happy even after the move ends and we are very confident that we carry the fairest terms and agreements in the industry and we do 100% follow all laws of the DOT. 
  
  
  Our offer remains open for the customer, should they wish to accept. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20909362
  
  I am rejecting this response because:every time I called after 10/16 I either got no response OR excuses. I was deeply concerned about the subcontractor your company was using for the actual move and was told "we don't have a lot of moves out your way." Every time you SAY you called me and I didn't answer was primarily because every call came from a different phone number and I do NOT normally answer calls from people I don't know!

  I would be willing to accept a 50% REFUND on my initial deposit of $1,572.51 which would be $786,26. Any company who REALLY CARES about its customers and reputation would offer at least this.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:10/05/2023

  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.

  My ******** are extremely frustrated & disappointed with the quality & lack of care given given by Interstate Moving Relocation Group ************ contracted **** *** Lines Inc.Multiple items are damaged and/or are missing. The price of our move increased multiple times - during our original estimate, we went room by room proving measurements of our furniture and boxes we planned on having moved. The original contracted estimate based on the items to be moved was $6454.80 on 5/8/2023. On May 16, 2023, we were contacted by another Interstate representative wanting to confirm the information provided during the call. During that call, we were asked to provide measurements again--The cost then increased to $7309.00. On our MOVING date, **** ********* (who was contracted by Interstate Moving) arrived and increased it to $8982.39. The **** *** Lines Mover/representative told us our items needed an entire 26' Truck. Yet, the moving truck that arrived to deliver our items, came in a 26' truck that was shared with another customer's items.Missing items include: *Base of our dining room table that is part of an entire dining table and chairs. *Back yard decorative stone that we paid an additional cost to move. *Fire pit and 4 chairs.Damaged items include: *Metal ********************* File **************** Dresser * *************************** Footboard * Mstr ** Dresser Mirrior ***************** Table * Living Rm Curio Cabinet *Washing Machine

  Business Response

  Date: 10/06/2023

  Mr. ***** *****************, We would like to sincerely apologize for the inconveniences you have experienced during your recent move with Interstate Moving Relocation Group **** and our contracted partner, CITA *** Lines ****
  
  We take the customers' concerns very seriously and have conducted a thorough investigation into the matters raised in this complaint. We deeply regret the damage and loss of items reported, and we understand how frustrating and disappointing this situation must be for the Pannes.
  Regarding the discrepancies in the initial estimate and subsequent adjustments, we deeply regret any confusion or frustration this may have caused. We acknowledge that there was a disparity between the original estimate and the final cost, and we are committed to rectifying this issue promptly.
  In response to your missing items, particularly the base of your dining room table, backyard decorative stone, and fire pit with chairs, IMRG will be following up with the customer's claim with the claims processor.
  
  For the damaged items listed, including the metal black cabinet, office file cabinet, master bedroom dresser, nightstand, footboard, dresser mirror, living room coffee table, and curio cabinet, we extend our sincerest apologies. 
  
  
  IMRG is diligently working on finding a solution for the missing and damaged items through the claims department. 
  
  Rest assured, we are committed to rectifying this situation to your satisfaction. Our team will be in direct contact with you to coordinate the necessary steps for resolution. Your feedback is invaluable to us, and we thank you for bringing these issues to our attention

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/15/23 Interstate Moving & Relocation Group contacted my father in law, *****************, who resides in an assisted living facility, and got him to sign paperwork for his potential move to ******** and pay $1800 up front. He has dementia and my husband and I are POA for him. Of course we found out about all of this after their 3-day cancellation policy. I told him upon finding out to call them and cancel, so he did, and they did not refund his money. So now they have taken his money and are not offering him any services or credit on account. I called yesterday. The customer service agent hung up on me when I started to explain what happened. I called back. Spoke with someone in sales who transferred me to customer service. The agent told me that a supervisor would call me back and then also hung up the phone abruptly before I could give my name or contact information.

  Business Response

  Date: 10/03/2023

  IMRG truly apologizes for any negativity that this customer held witness to. ************** provided payment, signed authorizations, and gave details about where, what, and when he was moving. We are a broker and we proactively handle the backend, scheduling, and customer service for the customer's move from beginning to end, in this case from pickup to delivery and beyond if needed. ************** booked his move on  9/15/23 and was provided with a recommended 72-hour cancelation window. The customer called in 13 days later, on the 28th to cancel his ************. By this time his deposit is no longer refundable and has been made aware. Instead, we do offer the customer a credit to use for a move within 1 year and an extension if needed on that. we welcome the customer to call back in to receive the desired information. As for the complaint about receiving less than acceptable customer service, we do apologize and will look further into it. We extend these options and we hope we are given the chance to turn this into a positive experience.

  Customer Answer

  Date: 10/04/2023

   
  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:09/20/2023

  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.

  Company gave me a moving quote and said i needed to put a deposit of $1618.85 to "reserve" it. on Friday September 15th. Salesperson assured me that this was only a deposit and good for "3 business days" when I specifically asked if that meant that I would get refund of deposit on Wed. Sept 20th the salesperson assured me that yes that I would. I called on Tuesday Sept. 19th and was told the contract was "3 days" meaning that it was nonrefundable after Monday the 18th of September.This is a bait and switch and I would just like the deposit back as the salesperson, ********************* had assured me that I would when I was making the deposit in the first place.

  Business Response

  Date: 09/27/2023

  Interstate Moving & Relocation Group is very sorry to hear that this customer had a negative experience, I see here you signed up for your move on the 15th in which the following cancelation clause is signed and written boldly:
   ( 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.)
  The 18th would have been the final day to cancel and receive your refund before it was dispersed to reserve your moving materials, truck space, truck reservation, and labor. You still have access to your deposit for up to 12 months, so you don't have to completely forfeit your deposit. At this time I do not see anywhere on this customers file that they have a 5 day cancelation period. Our offer remains open for the customer, should they wish to accept.

  Customer Answer

  Date: 10/01/2023

   
  Complaint: 20633186
  
  I am rejecting this response because: it assumes no responsability from salesperson, *********************, who verified verbally THREE TIMES upon my questioning with regards to when I could cancel.  I should not be punished for relying on the word of your salesperson.  The fair and equitable thing to do would be to please refund my deposit so that this matter can be closed for all involved.

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

  Business Response

  Date: 10/03/2023

  Mr. *****, we are sorry for any negative feelings you have towards this cancelation policy. It does not show anywhere where you requested an extended cancelation upon booking. This policy is in place for a reason. We have to disperse the customers deposit after 72 hours to reserve the truck space, labor, materials, etc. This is why it is nonrefundable after 72 hours. Our offer remains open for the customer, should they wish to accept.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20633186
  
  I am rejecting this response because: 

  1.  I had made it clear that I am not moving until at least 10/15 which is more than enough time to refund me from the original transaction date.  I had therefore asked three times if i needed to cancel for any reason, how much time would I have?  I was assured that i had until Wednesday (3 business days) to cancel and that I would lose the quote unless I put down the deposit.  I acted based on VERBAL instructions that I was given by your sales rep.  I called during the period of time that I was verbally told that I could.  No one picked up the phone nor returned any emails until the following day. If what your sales rep said contradicts your policy, please retrain your sales rep to convey correct information and this problem would never happen again.

  2.  Other than taking the deposit from me, No services were rendered to me by Interstate. Interstate never sent anyone to my house where I live nor did any videoconference to take any kind of inventory. 

  3.  Interstate has not performed any service to me by using their trucks or fuel to start the move.

  4.  Most importantly, I no longer trust nor need to move with Interstate. I would just like my refund back.

  If I dont need, nor want your services,  why would u want to keep my deposit when you will not be moving me?

  Sincerely,
  

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

• Initial Complaint

  Date:08/25/2023

  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.

  They are predatory with a high pressure attics and lies to sign you on a contract and unlike any reputable moving company that gives you until **** days before the move to cancel they give you 72 hours and nothing more. Their agent lied and made them sound like a direct moving company they are just a broker and are shady. They admired other things the agent said were lies on the phone. They lied on the contract I waved visual inspection, I didnt and specifically wanted it. They super lowballed the estimate compare do 11 other places to get me to sign. The plan clearly was to random my stuff at higher fee once they had it. I just want my deposit back or at least some of it. They are shady, they lie, they pressure you into contracts you do not understand and when called out refuse to help. Wouldnt even do a update to get a more accurate estimate after I told them it was super under.

  Business Response

  Date: 08/28/2023

  The customer signed up for a move on 8/14/2023. The customer called in to cancel his move due to payment concerns so we gave the client an extended cancellation notice. The customer chose to continue with their services.  As it states in their estimate that this customer received before signing, ( By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following: 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.)
  
  
  Also, under NOTICE AND WAIVERS: In accordance with, 49 CFR 375.401(a) and  49 CFR 371.113(c)(1), the customer agrees to waive a physical survey in-home estimate of the household goods and alternatively agrees to receive a non-physical survey based written e-mail generated Binding Estimate based upon the customer provided item list of property to be transported and services ordered. 
  
  
  The estimate is based solely on the customer's inventory and needed accessorial services such as shuttle or long carry, etc. So the customer's estimated price will go up based on whether the customer adds inventory, which takes up additional cubic feet. But the customer's rate per cubic foot will always stay the same. 
  Also, this customer was offered to do a virtual walk-through but chose to decline. We would be happy to continue working with this customer, and welcome them to reach out to find a common agreement, and we hope to turn this into a positive experience.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20523573
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************
  
  It was after the fact that information provided by the representatives of the company provided on phone calls were discovered to be lies.

  The contract was signed under the verbal understanding that it was this companies trucks and movers that performed the labor however the terms were not explained in the contract as a broker which is not what was discussed which was dishonest and resulted in a contract that I did not understand (which is a legal defense if this goes to court, which I am angry enough to do even if it means costing the company more in legal fees then they collected from me)  The nightmare attitude from the reps since I asked to cancel has been a nightmare.  Even if they are unwilling to refund I would like to remind the company they are required to provide me services for the amount of the deposit which they also tried to deny.   

  Business Response

  Date: 08/29/2023

  Interstate Moving and Relocation Group truly apologizes for any negative experiences you may have had with customer service and will handle this complaint accordingly.
  Please note that IMRG was the customer's booking agent who reserved truck space with a carrier for customers. The customer does not sign a contract but a binding estimate. The customer had a total of 5 days which is an additional 2 days more than originally signed for. As it was shown in a previous reply from IMRG, ( 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) if the customer had any concerns with us being a broker, We would have happily reiterated to the customer the above information. IMRG follows the mandatory federal waiting period of the signing and gives the customer 3 days to cancel for a full refund. IMRG also gave the customer everything they needed in order to have a smooth relocation process. Along with their estimate, they receive a copy of the Youre Rights & Responsibilities When You Move Brochure, as well as the Ready to Move Brochure, to read and look over. If they find they have any questions or concerns IMRG will answer them accordingly and work hard to find what works best for the customer. Our company is happy to continue to offer service if ************** decides to change their mind.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20523573
  
  I am rejecting this response because:
  You again refuse to admit you rep lied, I even have his supervisor admiring be lied about other things. You also can play by the cobtract that is a sleazy contract where nobody legit says you get 3 or 5 days to back out or we keep thousands.

   

  you can keep the money but it is a sleazy slimy thing to do.  You know what your doing you know your using high pressure, reps that LIE and consfuosng terms in a market people do not understand to take rip people off.

   

  im also not against dragging you to small claims court forcing you to provide a lawyer in my area or lose to a default judgment.  I can easily cost yoh more then you scammed me out of.

  you  lied on the  contract and then when I called you out on it to do a survey to get an accurate estimate I was told nope.  There is no way that is a legit practice how anyone reputable would act.

   

  the scam here is that they offer a low price with a high pressure cobtract and a lying sales rep get your stuff on a truck then hold it hostage for thousands more.  I want the money I have them back but at minimum I avoided the full scam them and the carrier they brokered were going to try 

  i can also continue to review the carrier you brokered on social media and review sites warning people to avoid them due to them being willing to work with a company like this.  The ********  posts have gotten me a few direct messages so far.

   

   

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

• Initial Complaint

  Date:08/22/2023

  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.

  We hired Interstate Moving and Relocation Group for a move from ******** to ******* in July 2022. They hired a moving company called ********. Most of our belongings were damaged, broken, scratched, chipped, punctured, ripped, or missing. We paid $8,731.81 for this moving company to destroy all of our belongings. An estimated damaged total of more than $11,000. They sent 1 person to unload everything himself, and we watched boxes fall from the back of the truck onto the street. In addition, the moving boxes that were brand new and bought the very day the movers loaded the truck were crushed, torn, ripped open, re-taped, and broken. Items were very obviously unpacked, *********, opened, re-tapes, dropped, and shoved into spaces that weren't big enough.

  Business Response

  Date: 08/22/2023

  IMRG is very sorry to hear that this customer had a negative experience with their moving company. ************** has been provided with the proper claims and Arbitration information needed in order to file their damages. We are happy to continue assisting the customer to the best of our abilities. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20506097
  
  I am rejecting this response because: I have submitted the required claim form and no one will respond to me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/23/2023

  This customer has obtained the claims information needed to file a claim, which has already been done with the carrier. The client has received a claim offer from them, and is awaiting acceptance or denial. The client has also obtained the proper arbitration information needed to further ***** with her claim should she need to escalate said claim. The customer and IMRG has a couple lines of communication open together, should they need any other information. 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20506097
  
  I am rejecting this response because: While they are being helpful in communications with the moving company and their claims/arbitration process, they refuse to offer any refund for their role in hiring a sub-par moving company that destroyed and stole our property. We did not get what we paid for. I've been offered $60 for over $11,000 worth of damage by going through the "claims process". They also conveiniently no longer work with this particular moving company (********).
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/21/2023

  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.

  Contacted Interstate ********************************************* regarding my move from ****** to ********* based on favorable reviews seen online.During discussion with their team (intake individual is named ***** I clearly indicated that I needed to move into my new residence in ********* on 8/21 and that my furniture was in a storage unit, and was ready to go at any time.Signed the contract based on this and favorable pricing that Interstate provided.**** determined pick up date to be between 8/11 - 8/13 in order to meet my requested delivery date of 8/21.Movers picked up goods on 8/12 and requested unquoted accessorial charges upon pickup, which I paid.Called Interstate on 8/14, 8/16, and 8/18 to check on the status of my goods since we hadn't received any update. On 8/18 I was told explicitly that the contract states that they can deliver as early as 8/21 but as late as 14 business days later. I requested expedited service as I was going to be in ********* on 8/21 and needed my goods.After talking to both *******, who was very dismissive of my dilemma, and **************** was informed that the contract included 30 days of storage at no charge, which was not clearly explained during the initial discussion of the contract. In addition, with goods being in storage this should have been factored in to the pick up date set by Interstate.I requested expedited service and was told that Interstate was trying to contact the brokered carrier but I should call them as well. My contract is with Interstate, not the brokered carrier. After I informed Interstate about the unplanned accessorial charges they said they would review the contract charges and adjust accordingly. In addition ******* said she would call me back on 8/21 with an update. I contacted the brokered carrier and they said they would see what they could do.Interstate's customer service is poor, and they show no real concern for solving my issue. In addition they will not allow for any escalation and don't follow up

  Business Response

  Date: 08/22/2023

  The customer has been contacted and we are now working on a solution together.

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20504207
  
  I am rejecting this response because:

  The business didnt have a sense of urgency or make the necessary effort to help resolve my problem. I made it clear multiple times that I needed my items on or around 8/21 due to moving into my new apartment. I recently discovered that the items will now not be arriving until September 1st. We have had to initiate all follow up as well. 

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

  Business Response

  Date: 08/28/2023

  This customer's First available delivery date was 8/21/2023. Interstate Moving has made contact with the carrier and has escalated this move to get it delivered as soon as possible. As stated in the customer's signed estimate,  The date indicated as 1st available for delivery is the first date of the delivery window and not the promised delivery date.  Unless P.G.S.(Premium ******************) is purchased, the estimated delivery period is up to thirty business days from the date indicated as first available for delivery. All estimated times of arrival are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems, or unexpected delays. 

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20504207
  
  I am rejecting this response because:

  Although Interstate met the terms of the contract they exhibited extremely poor customer service when I contacted them to ask for assistance, specifically with regards to the following:

  1) Lack of empathy in understanding my specific situation, especially from ***************

  2) Lack of follow up.  Did not call back after they had promised to do so., for both ******* and ***********

  3) Lack of urgency.  Basically shunted all of the responsibility to work with the carrier to me.  What follow up they did with the actual carrier was woefully inadequate, and just told me what I had already found out.

  4) They oversold the service they were providing by providing a very rosy picture upfront.  Although 8/21 was the earliest date they led me to believe that they had a high success rate at meeting this date, which was definitely not the case here.  My need for my furniture on 8/21 was clearly communicated at the beginning to **** and the whole timeline was driven by Interstate.

  These deficiencies demonstrated that they didn't care about resolving my issues and they offered no solutions, except to wait, which necessitated me staying in a hotel at the beginning of my school semester.

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

• Initial Complaint

  Date:07/18/2023

  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.

  This has been an ongoing issue since we signed up with Interstate. When we called to use Interstate's service and learn more about them, *****, the sales person, informed us that the same driver that picks up our items will be the same person to deliver the items since it is being delivered to a military base and they take pride in knowing what to do and they have to have the same driver since there are regulations. Not only was it not the same driver to deliver the items, months later, but it was only one person to move 2 couches a king size mattress and over 30 + boxes. The boxes were smashed when we received them, the glass to our table was not even on the truck and the mattress was in bad condition even though we had it in a mattress bag. The amount we paid for the move was $2862. We were surprised by the cost and the fact that they use the same driver. Now we know why, it was a lie from the beginning. They outsourced to Happy Wheels moving who had no idea what the requirements were for going onto a military base and also they informed us that if we require someone with a green card or passport it will take even longer. We were called many times telling us the delivery was coming "this week", or that the driver would be calling, and nothing happened. We were told the delivery was coming in 48 hours and when the driver called, he stated he was in ********* **, yet the delivery was to be done in *****. The driver did not know why we were told he would be there in 48 hours. This has been going on for months and it was a nightmare of lies, no accountability and when the items arrived, it was a mess. My son, who is an amputee, had to help the delivery guy unload since it was only him and no one else. DO NOT USE Interstate. I want a complete refund. My son, who is a firefighter in the military had to take off so many times thinking the delivery was coming. Thank goodness his Chief's were understanding. We want a refund.

  Business Response

  Date: 07/18/2023

  IMRG is very sorry to hear that this customer had a negative experience with their moving company. This client's move shows the pickup date was confirmed for between 5/23/23-5/24/23, which at that time the client gave a first available delivery date (FADD) of 6/15/23. The movers legally have 21 business days ( not including weekends or holidays ) to deliver goods starting from that specific date. It shows this client's carrier showed up 1 day after the 21st day to perform this delivery and was able to provide a discount for this inconvenience. 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 same information that was provided to us by the carrier. We are very sorry to hear the client has experienced these damages. We are happy to provide the client with the proper claims information they need in order to file their claim. We are here to help and hopefully turn this experience around for them.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20338690
  
  I am rejecting this response because: this company does false advertising and misleads clients as well as the brokers they engage. We paid for 2+ movers to deliver our items and only one person delivered. We had to assist the gentleman in carrying items into the house. I had to make several calls and emails complaining and questioning the lies that I was being told. This company needs to take the responsibility of their team misleading potential clients and the lies that their employees tell customers which then lead to stress and a constant follow up of phone calls and emails. The only two people that assisted me in the end, after the company knew they did wrong, was the Dispatch Manager, which took weeks to finally get to someone that was willing to help and Happy Wheels, ******* was outstanding and very empathetic to our situation. My son is a amputee and a is disabled, yet he had to help the mover move items into the home due to only one person showing up. When Dispatch called and I informed them of this, they said, 2 people were supposed to be there. I never received a follow up call back or any follow up at all. This company keeps blaming the drivers and dispatch but yet there is no follow up unless I called multiple times and held them accountable. They were unprofessional and not willing to help make sure that what they tell the customer is true or not. Whoever is answering this complaint, clearly does not care enough to find out what took place and the facts of the case. I have emails and texts back and forth regarding communication.

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

  Business Response

  Date: 07/21/2023

  We appreciate all feedback and we have taken this complaint seriously with the particular carrier. We are very sorry to hear this client experienced a less-than-acceptable delivery. We take pride in providing the client with the most accurate information provided. The client paid a deposit to us and received an honest estimate based on the inventory given, the services included in this estimate are stated in the estimate as well.
  Other than this we don't have any record of the client calling in to let us know of any ongoing situations. We state verbally and in writing if there are any issues that occur during your move to please call in immediately to customer service and provide the proper number to do so. 
  We are happy to hear that the moving company was able to help and offered to fix their mistake. It is never acceptable or expected of the customer to unload their own items.
  We have over 10 delivery updates on record and the client wasn't delivered until the 18th of July. We were not made aware of any issues until we received this complaint.  
  We show we have attempted to reach the client 3 times. The customer may contact our *************************** should they need assistance with anything else.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20338690
  
  I am rejecting this response because:

  Their response is an absolute lie. I have called Interstate more times than I want to even count. All my calls are on record and recorded. This company needs to go back to the sales person, *****, and find out exactly what he informed us to get our business. He lied to us. He informed us that the person picking up the items would be the same person dropping off the items since it was a military base. My son was also told the same exact thing from *****. I called ***** back and specifically informed him that he lied to us to get our business and ******* answer was, I am sorry I thought that was how it worked. In addition, your customer service reps called several times to ask either how was our delivery, or to tell us that the delivery was being made when it wasn't. They blamed it on dispatch and informed us that they can only tell us what dispatch tells them. This company is a scam, they do not have good business ethics and it took many phone calls from me, as well as text, and emails to get answers and to get people to answer honestly to me. As I stated before ***** in dispatch, the manager, was the only person at Interstate that did what she said she was going to do and made sure that she called me with information when she said she was going to. My son, who is an amputee, as I stated before, had to help the mover when he arrived because only one person arrived to drop off his items. Some of them being a king size bed, 2 couches, why Interstate thought this was ok is absolutely not acceptable. We were quoted the price that we were based on our items and at least 2 + people picking up and delivering. Three people showed up for pick up, why did only 1 person show up for delivery? ***** took $200 off the move cost due to the inconvenience before delivery. Well little did I know only one person was going to show up. You expected an amputee to help the mover? He is absolutely capable, but the point in having movers was so he did not have to do the work. I am ready to sign an affidavit and so is my son that serves for the Air Force for the ********** of ******* as a Firefighter. He is the first amputee to serve. As I stated, he is capable of helping anyone, clearly; however, it's not worth taking the chance to get hurt moving big furniture when he has a job to do. He took off from work twice based on the time frame we were given from Interstate on delivery. This company needs to be investigated on their practices for consumers. This absolutely requires an investigation on how they do business. It is unethical and fraud.
  
  Sincerely,
  
  **************************************

  Customer Answer

  Date: 07/25/2023

  This is it? This is all your doing with this company? They have committed fraudulent activities. They are deceiving customers to get business. How can you close this file and not have any further investigation completed? What do you need from me to prove that this is in fact what this company is doing? I even received information from one of the sub companies that Interstate engage with that they do this all the time. This company needs to be help accountable. Their actions are absolutely not acceptable and they are deceiving you as well with their answers.

  It's not even about the money for me, it's about the fact that they need to stop doing this to people. If you are not going to look into this further, who can I contact to make sure that someone does? This is absolutely not acceptable for Interstate nor the BBB to allow this to happen again.

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

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

• Initial Complaint

  Date:06/07/2023

  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.

  After giving us an estimate for a move and signing a contract and taking a $5500 deposit the company called back a week prior to move date, doubled the original estimate and demanded more funds. Im a military Vet who has moved numerous times and have never encountered dishonesty and misrepresentation such as this.

  Business Response

  Date: 07/10/2023

  As a company, we strive to provide our customers with the best possible service, and when you as a customer feel that we have failed to meet your expectations, it`s important for us to know. It is recognized that the client signed and agreed to their estimate on 5/18/2023. During this time the client understands their estimate is based on their inventory. The client went through their inventory with their booking representative, which they review, sign, and agree that their inventory is correct then which is now considered their estimate. The client then receives their Welcome Letter which states the client will receive a call 3-5 days prior to the pickup window and at that time has a chance to review and alter the inventory listed if needed. When the client and representative review their inventory on the scheduled day of this ***************** phone call, the client added a significant amount of items and services which then reflected on their estimate which makes the client's balance increase. The client is then given multiple options to alter the inventory to find a positive resolution and modify the inventory however it best suits their move. The client ultimately decided to reject their entire estimate and not proceed with their move 5 days prior to their pickup window which is against the cancelation policy agreed on and signed for during the time of booking. Interstate Moving and Relocation Group has investigated this matter in an attempt to better comprehend and validate the complaint against our services. The client's move was put on hold until further notice and our offer remains open for the customer, should they wish to accept. We are happy to help and turn this experience around for them.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20157673
  
  I am rejecting this response because:
  their quoted customer service and assistance doesnt line up with reality. Theyre a moving broker not a moving company and their business practices are questionable and borderline fraudulent. I stand by my claim as a military ******** ****** veteran and competent citizen. Unacceptable behavior!

  RR

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

  Business Response

  Date: 07/11/2023

  We assure the client we follow all rules and regulations as a moving broker. The client is at all times in control of their move and the inventory that they are quoted for. Their rate stayed the same throughout their reservation and the client understood they would never pay for anything they did not utilize on their estimate at pickup. Our offer remains open for the customer, should they wish to accept.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20157673
  
  I am rejecting this response because:
  We utilized another company that was forthright, courteous, straightforward and trustworthy and required no deposit prior to work accomplishment. A refund of our deposit would be the right thing to do as this would be the standard of a forthright honest company. Especially given no work was accomplished. I leave this action to your integrity.  
  Sincerely,
  *******************

• Initial Complaint

  Date:05/26/2023

  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 called the business on March 31st. I was told that my price for the move would be around $4,800. I confirmed the move because it was such a good price. During the call, I specifically asked if I have less than what the quote is, do I have to pay the full amount? I was told no you only pay for what you use. I was told I have 72 hours to cancel. A week before my move, they called me and my price went from around $4,800 to $9550 for **** cubic feet. I was shocked that the price could jump so much but was reassured that I would only pay for what I used. When the movers came they loaded the truck and told me that I had to pay the full amount. The truck was not the full amount of space on the estimate and I told the mover that. He told me I had to contact the company because I had to pay for the air above a bulky item. When I tried to call I got no response and he said I can just resolve it on Monday. I was in a bind because my stuff was already on the truck. When we got to the delivery unit, he charged me an extra $75 because he told me it was over 150 ft. from the truck. I measured it and it was actually 110 ft. Again, I was in a bind because they wouldnt unload until I paid. I moved into 2 10x10x8 storage units which equals **** cubic feet. I had at least 300 cubic feet of space left. When I informed my moving company of this they said theyd open a case. They said I will receive 175 cubic feet in reimbursement ($612). I figured I couldnt get reimbursement for the full amount I should get so I accepted. She told me that because I wrote a bad review online and I said yes they werent going to do anything else for me and hung up on me. I think they are unprofessional and they are a bait and switch company. I want others to be aware of them. They dont have good business practices and have people agree because it was a lower price but then it doubled and its too late to do anything else. Then they lie and say you pay for what you use but you dont.

  Business Response

  Date: 06/23/2023

  We are very sorry to hear about the client's experience. We can assure the client we would never not refund the client because of a review, as all feedback is valuable.