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:05/16/2023

  Type:Sales and Advertising 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 used this company to move from ** to MO. I filed a complaint with them because who they connected me with double the price after they had my belongings. I filed a claim but the company they made me use no longer has a company. I have emailed several times but I am no longer getting answers. The paperwork is not signed or filled out correctly. I am now being ignored.

  Business Response

  Date: 06/07/2023

  The client is made aware that he will pay for what he has. A 26-foot box truck uses ***** cubic feet. The client paid for ***** cubic feet. When they call in and get their quote, it is based on the volume of inventory they give at the time of booking, and if they add additional space at the pickup, they will be made aware and will have the option to accept or remove inventory. They removed 12 pieces but added 24 pieces during their quality assurance call and were given an estimate for 129 pieces. But they had 216 pieces in their inventory at the time of pickup. 
  
  
  There are 100 cubic feet in between each divider on the truck. It shows the client only had about two spaces left on the end of the truck after they finished packing with some loose items packed at the end.
  The additional $75 at delivery was charged because, as it stated in the estimate under additional services
   Long carry service: Each additional 75 feet = $75 
  And as the client said, they measured 110 feet. They are also made aware at the booking of the elevator fees. 
     ELEVATOR AT PICKUP AND DELIVERY = $150
  As it stated in the estimate, the client had elevators at both pickup and delivery.
  Also, we never guarantee any reimbursement of cubic feet on the carrier's behalf. We never spoke to the client about a bad review, as we appreciate honest criticism and feedback. We guarantee that we follow all DOT guidelines and laws to ensure the client has a smooth and genuine move. The paperwork was reviewed, along with the pictures the client gave. All charges, including the Full pack charges, The Packing materials used, the Cubic footage charged, the elevator fees at pickup and delivery, and the long carry fee charged at delivery.  

• Initial Complaint

  Date:04/21/2023

  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.

  On 4/3/23 I received a bid from ********************* ************ to move to MO. We completed a walkthrough and quote for 4.5k was received. We paid an outrageous deposit of 2.1k to "secure" our move due to his high pressure sales tactics used. Stating he could not guarantee our dates unless booked on the phone with him right now.As we are packing and reading the contract to know what to expect on move day, I notice that ***** has only quoted 650 cuft for a 2 bed 2 bath with garage. Not sure how you fit an entire apartment into less cuft than a 10x10 room??? The inventory list ***** provided looked nothing like what we discussed on the phone. He incorrectly labeled items discussed and left others completely off the quote.We called ***** on 4/17/23 to discuss and and he said he would call back in 15 min. The day goes by with no call back. On 4/18/23 we call customer service and are told that we need to speak with quality assurance to verify items on the list that should have been correct on the first quote. We receive a call on 4/19/23 from the ** person. Once we go through the same list of items that was discussed with *****, we now magically owe another 2.4k to move the same materials. Obviously, we do not have this kind of additional money laying around and we tell the ** person this.We are now routed to the "manager" *** ************** who has more authority. We talk with *** explaining the above. *** takes 500 off the price because we remove items from the list. We still cannot afford this move. *** says he will look at options and get back to us on 4/20/23. *** is never heard from again and does not answer.Based on the high pressure sales tactics and inevitable future extortion we are requesting that a refund on the 2.1k deposit be provided.P.S. if anyone is reading this and would like to call ***** ************ or *** ************ and thank them for ripping off a nurse for 2.1K it would be appreciated!!!

  Business Response

  Date: 05/04/2023

  I'm sorry, We are having trouble finding you in our system. Please feel free to contact us at  ************ at your earliest convenience. 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19966194
  
  I am rejecting this response because: the truck was booked under ***********************. Would not expect any better level of service from a scam company.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/30/2023

  I do apologize, and maybe there is confusion on our parts . Are you able to provide me with a Job # for the client that is actually on the estimate? 

• Initial Complaint

  Date:04/07/2023

  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 paid Interstate Moving and Relocation Group (IMRG) to provide us moving services from ************ to *********. They picked up our belongings in ************ on 1/29/2023 and they dropped off our belongings in ********* on 3/5/2023. The job number of services was C5398030. As a broker, they communicated to ** that they would be the liaison between the carrier and ourselves and be available to aid in our move. They requested we call if there were any differences from the binding estimate at pick-up or delivery. The carrier (Always Affordable Moving) arrived and there were immediate problems. Without measuring any of our goods, the carrier upped the price by approximately $600. This violated our binding estimate so we called IMRG immediately several times and all the calls went to voicemail. We later found out that IMRG is closed on Sundays, despite knowing ahead of time the date of our pick-up. The carriers were confrontational and pushy so without any other alternatives, we paid the additional cost. The following Monday, we called IMRG to raise our concerns. They informed ** they are aware they do moves on Sundays even though they are closed, and the customer service representative (*****) even agreed it was a misrepresentation.Upon delivery, a similar issue arose with the carrier due to delivery being on a Sunday. They were unable to get their truck to our apartment due to inexperienced driver. This made them want to charge a long-carry fee. We refused to pay the added fee for their lack of planning, since he even told ** he looked at the route prior. We felt extorted, because he threatened to charge ** an overnight fee if we didn't accept. They ultimately dropped all our stuff off on a patch of grass near their truck. We had to move everything into our apartment ourselves. We contracted for a move with a binding estimate and we did not receive what we paid for. We want a partial refund because they only did a portion of their promised services.

  Business Response

  Date: 04/11/2023

  Interstate Moving & Relocation Group is very sorry to hear that this customer had a negative experience with their moving company. Our ********************* has now reached out to the customer to offer our assistance and our own compensation for the issues in their move and is awaiting this clients response. We hope to come to a mutual understanding. 

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19911184
  
  I am rejecting this response because:
  

  I am still awaiting follow-up response from the business to resolve this matter. I will accept the response once an amicable resolution is reached.

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

  Business Response

  Date: 04/30/2023

  Spoke with this client regarding the issues at hand, Informed them that the issues regarding Interstate Moving And Relocation were being handled immediately.  There were signed notices from the client to the carrier for the denied and uncharged long carry fee at the destination. While doing due diligence, it was confirmed with the complex at the delivery that semis are not allowed on site due to difficult navigation and other possible tannate issues that *** accrue. The charges were deemed applicable.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19911184
  
  I am rejecting this response because:
  

  interstate utilized inexperienced drivers that caused hazardous conditions for other tenants at the property. Management was about to call the police on them due to negligence. During pickup and delivery the carriers nickel and dimed ** even after waiting over a MONTH to get our stuff. This complaint will remain open until a partial refund is issued.

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

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19911184
  
  I am rejecting this response because:
  

  interstate utilized inexperienced drivers that caused hazardous conditions for other tenants at the property. Management was about to call the police on them due to negligence. During pickup and delivery the carriers nickel and dimed ** even after waiting over a MONTH to get our stuff. This complaint will remain open until a partial refund is issued.

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

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19911184
  
  I am rejecting this response because:
  

  interstate utilized inexperienced drivers that caused hazardous conditions for other tenants at the property. Management was about to call the police on them due to negligence. During pickup and delivery the carriers nickel and dimed ** even after waiting over a MONTH to get our stuff. This complaint will remain open until a partial refund is issued.

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

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19911184
  
  I am rejecting this response because:
  

  interstate utilized inexperienced drivers that caused hazardous conditions for other tenants at the property. Management was about to call the police on them due to negligence. During pickup and delivery the carriers nickel and dimed ** even after waiting over a MONTH to get our stuff. This complaint will remain open until a partial refund is issued.

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

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19911184
  
  I am rejecting this response because:
  

  interstate utilized inexperienced drivers that caused hazardous conditions for other tenants at the property. Management was about to call the police on them due to negligence. During pickup and delivery the carriers nickel and dimed ** even after waiting over a MONTH to get our stuff. This complaint will remain open until a partial refund is issued.

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

  Business Response

  Date: 05/10/2023

  There were signed notices from the client to the carrier for the denied and uncharged long carry fee at the destination. While doing due diligence, it was confirmed with the complex at the delivery that semis are not allowed on site due to difficult navigation. While we realize that this would not be a preferred method by the client, the carrier did what they had to do in order to not break any rules by the complex. The charges were deemed applicable. when comparing inventories, the client had 5 additional items loaded than what they were estimated for and the carrier charged for 50 additional cubic feet for those items which is about the size of a tall dresser. We understand that additional charges are not something a client looks forward to, but they are made aware ahead of time of any possible applicable charges that *** accrue. No tannates were harmed and no authorities were called at delivery.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19911184
  
  I am rejecting this response because:
  

  Interstate and the carrier did not due diligence with the apartment community. Due diligence is what you due beforehand to ensure a smooth process. They only called the apartment after my filing of this complaint. So thats complete nonsense.

  Also, the on-site office was called because of the spectacle that was being made. We was busy at the time and didnt respond since the was no danger. 
  

  This business is predatory and shady. I will never recommend this business to anyone. Absolutely terrible customer service team and they hire inexperienced and shady delivery drivers that nickel and dime you. They never once measured our things but judgementally decided to charge ** more (a 19 year old kid who had only been working there 2 years). 
  
  I will continue to reject in perpetuity until partial refund is offered.

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

• Initial Complaint

  Date:04/02/2023

  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.

  Date of Moving Service: 1/23/2023 (pickup) - 2/2/2023 (delivery). Amount Paid: $5751.98. Business committed to providing moving services including disassembly of furniture at origin, and reassembly at destination. Business failed to reassemble furniture at destination, and for 8 weeks has refused to reimburse the agreed upon amount of $300.00 for services not rendered. I have been working with the business to establish a reasonable reimbursement amount based on local services for reassembly, and the business has agreed on the number above, but has taken no actions to pay the reimbursement. Additional attempts to contact the business have been ignored. ****************** Order #: C5409876 - R1, Interstate Moving & Relocation Group Job #: C5409876

  Business Response

  Date: 04/11/2023

  We appreciate the opportunity to improve not only our business and operational practices but consumer relation and retention. The client has yet to respond to discuss further and was provided the information to do so.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19887600
  
  I am rejecting this response because:
  

  To my knowledge, Interstate Moving has not made an attempt to reach out and resolve the issue following my final contact on 3/28/2023, documented via the 'Email Chain' PDF.  I was in repeated email/phone contact with Interstate representative ***************************** where she promised to escalate the issue of my promised reimbursement several times without change in outcome.  I have never received any phone or email contact from her manager **********************  After 8 weeks of no progress, I left a ****** review of my experience to which Interstate representatives replied that they would review the incident with their team (see first attachment), but the company has not since contacted me.  I am exhausted of having to initiate contact every time with Interstate representatives, getting promised that the issue will be taken care of, and no action being taken.
  

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

  Business Response

  Date: 05/04/2023

  We are mediating the correspondence between the client and the carrier regarding his resolution.

• Initial Complaint

  Date:03/15/2023

  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.

  On February 21, 2023 we spoke with R in sales about a quote to move our house. We had put many items in a pod several months prior, so couldnt remember exactly what was in there at the time but that we knew our total space needed was over one 26 truck worth. He told us that was no issue, that the list he was making was informational only and the quote he was running was based off the space we had stated we needed and that a semi would be coming out to pick up regardless. We gave a down payment of $3,020.29 to lock in that rate. On March 14, ************************************** QA. The price jumped roughly $10,000.00 and the rate per cf changed as well. We said we could not afford this jump in price and asked to see the list and review. He refused to allow us time to review without him on the phone. When we saw some items were duplicated, he became belligerent. Once we determined that the original quote provided was not based off space as we had requested, but off items only, we asked to get a refund. *** became more aggressive and refused saying we hadnt met their cancellation policy. The policy which did not state if your estimate changes you can not get a refund. He stated we needed to state we wanted to cancel on the phone with him then, which we refused. We placed him on hold and called in another phone to seek help from someone else, who was professional, but apparently all their managers were off and they couldnt assist. We just want our down payment back and are using a different company that doesnt use these bait and switch tactics. Poor customer service, poor business professionalism, BEWARE!!! We were told to put it on hold to further discuss or cancel. We placed a hold to talk to Management, then received an email that stated because it was now on hold, no refund would be provided. This is not a trustworthy business, are not honest, and are extremely aggressive.

  Business Response

  Date: 03/28/2023

  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. We will have someone reach out ASAP to hopefully resolve the issues at hand. 

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19599074
  
  I am rejecting this response because:

  I have contacted this company numerous times.  Im never allowed to talk to the people supposedly making the decision not to reimburse my funds, only customer service, who says they dont make the decisions.  

  This company is sadly dishonest and not focused on customer service in any way.

  This response is not acceptable as they have had plenty of time to review my specific situation and do the right thing, yet they still have chosen to disregard the facts and continue to hold my $3,000.00 deposit hostage.

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

  Business Response

  Date: 04/11/2023

  IMRG is very sorry to hear that this customer had a negative experience with their moving company. We assure you that everything IMRG advised the customer was, in fact, the correct information. The client always has the option to add or remove whatever they want during a quality assurance call, and the rate per pound or per cubic foot never changes.  
  We aim to come to an understanding or resolution with the client. We also prioritize consumer relation and improving brand quality, therefore we employ a unwavering cancellation policy to avoid partiality.  Prior to the finalization of  relocation services we once more outline the cancellation policy to the client via the Payment Authorization Form.  The deposit secures the client's moving reservation by a vetted and licensed Motor Carrier. It is essentially an installment utilized as payment for the transportation arrangement of client household good(s), fuel charges etc. A moving vessel was dispatched and enroute to the client's pick-up location in *****, **. The assigned driver lost unpaid time, and fuel charges due to the cancellation ensuing (1) day prior to the arrival of the moving crew. 

   We do wish the client many success on their relocation service and will re-consider utilizing our services in the future.

• Initial Complaint

  Date:03/03/2023

  Type:Sales and Advertising 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 several months before my move and was pleased to hear how they were willing to work with us. They never had anyone come out to do a walkthrough to see what was being moved to give a proper estimate. They gave us a quote for $6,800 on the phone and said it is subject to change but can not go up more than 10% over the estimated cost which we were fine with. They then contacted us 2 days before the move to do their "sales check" to make sure it was all up to date. Knowing we were backed into a corner at this point needing movers in 2 short days, They raised our moving cost to $9800 which we attempted to argue this cost and come up with a solution to no avail. We were painted into a corner and could not do anything about it. We tried calling their management team to see why the cost had gone up so much and they said "because of the amount of items you have". Which to this time NO ONE had come out and done a walk through of my home and NOTHING had changed from the original quote, In fact we had sold some large items so the cost if anything should have decreased. The following 2 days passed and we finally finished packing then the movers showed up with yet ANOTHER quoted price making it $11,500 nearly $5,000 over the original quoted price and WAY more than 10% over the original quoted price. They refused to load the truck until 50% was paid and we had to be out of this house that day due to lease ending. We talked them down to $10,500 to try to ease some of the pain. Not only did they barely speak english, They put holes in the walls in BOTH pick up and drop-off locations and DID NOT report either one of them and just kept moving. I am very unhappy and this company has done nothing but steal my hard earned money and lied to me every step of the way.

  Business Response

  Date: 03/14/2023

  We have agreed to discuss this complaint further at a time that is convenient for the client so that we can fully investigate their concerns.

• Initial Complaint

  Date:02/26/2023

  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.

  After asking many questions to establish I was hiring a flat rate mover who provided their own moving vehicles I hired Interstate Moving. ********************* told me the only additional charges would be if their quality control person estimated that what we actually were moving was lower or higher than original estimate. Of course the ** person said it would be approximately $1200 more. And since we were going into storage we were told the first month would be free then $300/mo. **** told me hed be with us every step of the way, but then refused to take our calls once he made the sale.I contacted customer service on many occasions where I got the complete run-around until finally ******************** took over and she was very professional and tried to help but the only thing she could accomplish was another month of free storage which was $675 not $300!Then on moving day a completely different company showed up R&R Moving and after everything was on the truck the price went up by another approximately $2500 and they would only take cash or Venmo. Today we were in receipt of our belongings and we were told they would only accept cash which due to the size of their truck, swelled to over another $4000. In cash or Zelle. This was yet another moving company called BLVD who, except for driver cellphone would not give us a customer service number. Nor would the driver write that I gave him $4147 in cash on my final bill until I asked for his ID. To summarize ******************** lied that they were primary mover (I clearly expressed I didnt want a dispatcher), that they were flat rate, about the storage costs (which I did not get charged as we moved before they were due), and they (except for ***** who was great but couldnt help me) and my bill went for $5700 original estimate to $9000 plus $500 in tips with the only explanation of we had more. Isnt it their job to figure out exactly the cost upfront when we told them piece by piece everything we had?

  Business Response

  Date: 03/01/2023

  As a company, we strive to provide our customers with the best possible service. When customers feel that we have failed to meet their expectations, it's important for us to know. We point out to them our policies that are in the estimate that they have signed. We provide customers with proper contact information to reach us after booking. When they go through a move, they have a chance to add or remove items from their inventory, so that their charges will reflect properly on the day of the move. The carrier was able to remove all storage fees for the client. We never hide the fact that we are a moving broker; we try to be as transparent as possible and provide all information in added emails, including the payments accepted at pickup and delivery. We provide clients with an estimate of the costs for their move based on the inventory given. I reviewed the clients' paperwork that was provided to me and all charges were applicable. If there are any other issues we need to resolve, we will do our best to do so..

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19502021
  
  I am rejecting this response because: interstate subcontracted the ** move to storage and that mover subcontracted the move from storage in ** to **. Interstates own quality control person increased the original estimate by more than $1000. We accepted that but then the subcontractor AFTER he loaded the truck increased the charge by another almost $3000 and then the 2nd subcontractor charged another $875. I did NOT hire these subcontractors, insterstate hired them. They should be responsible for the difference in what their own quality control person estimated and what their subcontractor charged. Also the subcontractor said he would try to stay close or under Interstate estimated bid but did not give a final price until the truck was completely loaded. Only then when everything was on the truck did we get the price. Furthermore customer service gave us the run around for weeks. The subcontractor could NEVER be reached (their mailbox was full) AND the third subcontractor would not give us a customer service number. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/30/2023

  We apologize for the experience you had with your move. As the Carrier was contracted with us at the time of your move, you signed a Bill of Lading with the Carrier's information on it. We understand that it's one of the benefits of using a broker to have the option to change the Carrier before the service date. All clients go through a quality control call 3-5 days before their move and provide a detailed itemized inventory list. This allows the ************** Carrier to plan, route, and schedule accordingly. If a move increases in volume without prior Agent notification, it can result in additional packing equipment or loading delays. We provide our customer service number and ask that the client call us in case of any changes or problems before any paperwork is signed. According to your file, it looks like we weren't contacted about any issues that had taken place until 5 days after the original pickup date. Your paperwork was reviewed and determined applicable. We value all feedback so that we can make sure every client is treated fairly and all rules and regulations are followed. If there is anything we can do to turn your experience around, please do not hesitate to let us know.

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19502021
  
  I am rejecting this response because: the carrier instate contracted did not give a bill of lading until after the entire household was loaded. Interstates own quality control failed miserably in their estimation despite being on the phone and going over item by item several days prior. Additionally there was less things actually moved because she sold several big items between quality control and moving day. At it is absolutely untrue that we waited 5 days. I asked for help prior to move via email. See attached. No answer. And from quality control at move day price went up an additional $3-4000.  No answer. I called day of move but **** wouldnt answer. **************** told me they would call back repeatedly. They never did until weeks later. Its their job to get quality control right or at least close. 

  and specifically I asked and  was told they are the primary shipper. They lied. They hired the shipper. That shipper did NOT get approval prior to loading everything. My daughters lease was up and she was spending the night in a hotel and boated an early morning flight the next day. There was no time for resolution.

  interstate moving are liars, crooks and until ******************** took over weeks and weeks later, provided NO customer service.

  There are many, many similar complaints about interstate online. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/11/2023

  IMRG is very sorry to hear that this customer had a negative experience with their moving company. We assure you that everything IMRG advised the customer was, in fact, the correct information. We take the client's complaints very seriously regarding anything the carrier does wrong, as we refuse to maintain a relationship with insubordinate carriers. We have made sure that there was an agreed price upon loading and a final price is given after loading
  We never hide the fact that we are a moving brokerage, as it is provided through multiple emails, pamphlets, and signed by the client estimates.We provide the client with all readable agreements and laws, and regulations that we faithfully follow in the moving industry. The client always has the option to add or remove whatever they want during a quality assurance call, and the rate per pound or per cubic foot never changes.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19502021
  
  I am rejecting this response because:

  Interstates own compliance officer who called me after I lodged this complaint told me the mover HAS to give a price prior to loading and not after everything was loaded as was the case here. Their own Quality Control professional gave a price of  $6856 and my daughter actually sold some things in between that quality control phone meeting and moving day. The mover THEY hired did not give a price until all her things were loaded so there was NO agreed upon final price until after. That price was $9001. How could Interstates quality control be so wrong? 
  And again ********************* told me they were not a broker. My bad for not reading the fine print. Im not the only one who complained about interstates practices according to BBB. Im the rule, not the exception. 
  They hired R&R who jacked up the price. Then R&R hired the mover who delivered. They also jacked up the price. If this is Interstates usual way of business, which they claim it is in this response, then they are immoral at best and crooked at worst. I have filed claims with *******, ********** and ************** Attorneys General offices and with the ****************************. Interstate claims they are within the law but by their own compliance officers wordsthey are not.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/14/2023

  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.

  On January 10th, I reached an agreement with these movers on an estimate which included a pick up window and delivery time frame.On January 13th the quality assurance person told me my belongings will not be delivered starting on the date the estimate indicated or guarantee final delivery by the 28th. Prior to signing the estimate I sent an email restating my delivery window and the sales person wrote the start date on the estimate.Also they wanted to increase the cost of the estimate by 300 after walking through the estimate again. They counted a bedframe and mattress instead of a mattress and box spring. Corrected it but didn't reduce the estimate even though it is less cubic feet. Then wanted to add 300 dollars for a bar cabinet. I just want my $1324.56 deposit back.I would never have given my deposit on the 10th, if they said they could not deliver meet my desired time frame.They waited until after they had my money to say they couldn't deliver.

  Business Response

  Date: 01/18/2023

  Good afternoon ********, 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 essential for us to know. We have made several attempts to reach you but have yet to be successful. Please call us back at ********************.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18812161
  
  I am rejecting this response because I am asking for a refund.  There is nothing else that I am willing to accept. 

  I have hired another mover and my things are in transit.

  Please note that I have spoken with multiple  moving companies since this incident. One reputable mover directed me to the *******************************'s mover search tool. Interstate had over *************************************** 2021. 

   

  I just want my money refunded.

   

   

   

   

   

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

  Business Response

  Date: 01/30/2023

   We appreciate the opportunity to improve not only our business and operational practices but consumer relation and retention. Our team identified, after further review, the client in question, ***************************, was in violation of their Cancellation Agreement as outlined in our contract. Interstate Moving and Relocation Group prides itself on making the relocation process as transparent and feasible as possible. 
  Before pickup, we presented the client with multiple options, one of which she is doing with her current moving company. It states in our estimate the client also signs that:

   
  ESTIMATED PICKUP AND DELIVERY SCHEDULE: All pickup, load and/or delivery dates are only estimates and are not guaranteed.

  
  If the client specifies its need, we give the option to purchase additional services, such as guaranteed delivery. This client also canceled her move two days before her pickup window, which is outside her refund/cancelation policy. This policy states the following:

  
  DUE TO SCHEDULING AND ROUTING REASONS MY DEPOSIT/FEE IS NOT REFUNDABLE, UNLESS I NOTIFY INTERSTATE MOVING AND RELOCATION GROUP, **** IN WRITING WITHIN 72 HOURS AFTER BOOKING AT **************************************************** OF MY INTENT TO CANCEL THE ESTIMATE.

  
   We do wish the client many success on their relocation service and will re-consider utilizing our services in the future.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18812161
  
  I am rejecting this response because it does not state that a week ago this dispute was resolved in my favor with a full refund.

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

• Initial Complaint

  Date:11/25/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to hire Interstate Moving on 8/17/22 for a move on 10/20/22 and a delivery on 11/10/22. I was promised good communication and great communication but I've received anything but. I was reassigned to a company called ************** that promised me several different pick up/delivery dates and a manager that was practically unreachable, but when I did reach him he was rude and condescending. They overcharged me for "walking" for pick up. The pick up **********************, said he would email me paperwork but he never did. When my inventory was finally delivered on 11/15, the delivery driver was six hours late and he was alone because he "didn't like" his fellow mover. He sexually harassed me as he was unloading my delivery, saying things like he prefers white girls and commenting on my looks, and I had to help unload the truck since he refused the help he was given. He didn't realize he had a cut on his hand and he got blood all over my couch, which he response to was " just wipe it off in the hallway before I bring it inside." The delivery mover had a folder full of paperwork but told me the inventory sheet I already had was all I needed. I had five pieces of furniture for them to move and four of them were damaged. I had to pay out of pocket to have the bloodied couch removed because it was unsanitary and unhygienic and I wanted it out of my apartment. I've brought up these issues to the Interstate customer service and I either get back silence or form emails. Now I'm being told my claim can't be processed because ************** didn't give me the appropriate paperwork. Never have I been so disregarded and disrespected by a company.

  Business Response

  Date: 12/07/2022

  Interstate Moving & Relocation Group 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 ******************************************* & Relocation Group was in fact the correct information. Sadly, our *************************** will reached out to the customer to offer our assistance and our own compensation for the issues in their move. We are happy to help and turn this experience around for them.

• Initial Complaint

  Date:11/08/2022

  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.

  On November 4th I called them to get a quote. They quoted me $6,428. I hired them to do our move on the 10th. 3 days later they called us back and quoted $16,000plus. My husband said no way and cancelled it. But, because they waited so close to the cancellation window, when we canceled they still took $2,224 deposit out of our account when we told them not to because we cancelled too close to moving day. They wont give it back. We would not have cancelled had they not bait and switched us! These guys are horrible.

  Business Response

  Date: 11/09/2022

  Upon the initial booking of IMRG moving services, the client supplies the Moving Coordinator with a detailed itemized inventory list. Due to the universal Moving Software (GRANOT) and the algorithm utilized we are able to appropriately calculate the weight and space reservation needed for the moving vessel. The household good(s) check-list allows the ************** Carrier with the ability to appropriately plan, route and schedule based on the client`s moving detail(s). Should a move excessively increase in volume without prior Agent notification can result in loading delay(s), additional packing equipment etc.
  
  Interstate Moving and Relocation Group operates on a Binding Estimate. For all intents and purposes, the Binding Estimate essentially "binds" the client to the contractual terms that our office is required to honor the expense of consumer relocation need(s) within the terms and conditions of the contract. This is under the pretense that the client abided by the exact inventory provided prior to the assigned and licensed Motor Carrier rendering relocation service(s). The client (********************) upon being contacted by ***************** updated their inventory for almost double the amount of projected item(s). This therefore resulted in a increase in price and a rescission of the previous contract.

  ******************** once provided the anticipated cost reflecting the inventory, voiced his desire to cancel his relocation services. ******************** was unsuccessfully instructed of other option(s) in order to not result in the forfeiture of his deposit per company policy. ******************** declined and adamantly insisted on the return of his deposit despite acknowledgment of  IMRG's CANCELLATION POLICY. Therefore, the deposit in the amount of $2,226.75 is non-refundable at this  time.