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:10/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Interstate Moving & Relocation Group ("Interstate Moving") intentionally misrepresented the costs of its services in order to book a job, knowing that customers will likely pay a much higher rate in the end due to the difficulties in rescheduling a move.See attachment for full details of complaint.In short, Interstate's estimators intentionally misled me about the costs of its services. I relied on the estimator to guide me to calculate the volume of items to be moved. The estimator then told me that the price was "locked in" and I paid a deposit. On the date of the move, the movers demanded approximately $9,000 in cash or certified check, about 3X more than the expected charge. The movers also asked me to sign blank contract documents that day. I refused for concern that they might alter the documents after I had signed. The movers also told me that my items would arrive much later than the same-day delivery we had agreed upon. I refused the services and asked for a refund. Interstate Moving refused to provide me with a refund for my deposit. I learned that, despite representing that the deposit was payed through ACH, Interstate Moving had processed the transaction as if I had written a physical check, a payment which my bank could not cancel. I spent weeks calling and emailing Interstate seeking the return of my deposit, but was refused every time. Interstate Moving also refused several requests for me to speak with a supervisor, stating they could not provide that information due to "safety concerns." Interstate Moving has been entirely unwilling to assist in remedying the dispute.

  Business Response

  Date: 10/28/2022

  We take pride in our services and do absolutely everything to avoid any "bait and switch tactics" so customers are aware of every cost and detail prior to their move. We are happy to assist them in any way that we can.We ask the customer to please get back to our *************************** at ****************** or at **************************************************************** when possible in order for us to assist. Thank you.

  Customer Answer

  Date: 12/05/2022

   
  From: ********************* <*****************>
  Date: Mon, Nov 14, 2022 at 9:49 PM
  Subject: Complaint 18249767
  To: <***************************************>
  
  
  

  Dear *******,

  
  

  I am writing in regards to Complaint 18249767 against Interstate Moving & Relocation Group, Inc.  I received a response from the company on October 31, 2022 asking me to contact them regarding my complaint.  I made several attempts to contact the company at the provided contact information.  *********** did not respond to my attempts to contact them until I told them I was updating your office on November 11, 2022, about their failure to engage in good faith.  Later that day, on November 11, the company called me, but did not meaningfully engage in resolving my complaint and offered to return only a small portion of my deposit.     

  
  

  Following this, I attempted to update my response on the Better Business Bureau platform to indicate that my complaint was not resolved satisfactorily, but the platform would not allow me to provide further comment.  To be clear, I do not consider my complaint to be resolved satisfactorily.  If Interstate Moving will not return my deposit after not providing services, I would like the record with the Better Business Bureau to clearly reflect that.  

  
  

  Thank you.

  
  

  Best,

  
  

  Kraig  
  

  Business Response

  Date: 12/12/2022

  I spoke to the customer on 12/12/22; we came up with a resolution that satisfies the customer's demands.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18249767
  
  I am rejecting this response because:  The business and I have reached an acceptable resolution.  However, I have not yet received the return of my deposit.  I was advised it would arrive within **** business days.  Upon receipt, I will change my answer here.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/13/2022

  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.

  Classic Bait and Switch. Sales people quoted us a rate to move our household belongings. Based on the fact we did not have furniture, beds, dressers, etc., just boxes, couple of bikes, and hand tools/power tools we were told the minimum rate would apply to the tune of $4333.18 across country. We paid a deposit at $1924.20 by bank draft as they would not take a credit card. At the midnight hour upon the week of shipping the quotation updated to ******* based on our "final count" of boxes, etc.. I immediately cancelled shipping and requested my deposit back to which they declined. This company did nothing to deserve my hard earned money.

  Business Response

  Date: 11/05/2022

  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.

  ************** voiced his desire to cancel his relocation services which therefore voided his service with Interstate Moving and Relocation Group. Therefore, the deposit in the amount of $1,924.20 is non-refundable at this present time.
  
  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18210161
  
  Please beware all future consumers that happen upon this, this is a classic Bait & Switch company.  I understand the practice of deposits, however the timeline granted is not sufficient and only benefits the company when they adjust pricing at the last minute.  This business lacks integrity.  My heart goes out to the movers that actually provide the service as I'm sure they are taken advantage of in similar ways.  This business has no appreciation for what it actually takes to earn honest money.  I should have reviewed this site and the numerous and identical complaints prior to securing their terrible service. S**** me once ...
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/09/2022

  
  Interstate Moving and Relocation Group seeks to craft transparent business practices, a thoughtful client intended operational design, and a ethical consumer culture. We are firm and unwavering about our company policies to ensure conclusivity across a broad spectrum of clientele and reduce allegations of favoritism. Every client entrusts their household goods into the capable hands of our company and their assigned Agent.  Please keep in mind that all consumers are presented the CANCELLATION POLICY on multiple accounts throughout their relocation booking process. ****************** electronic signature via the Payment Authorization Form indicates that he was in sound mind and body and without force or coercion agreed to the Cancellation Policy.

   " Interstate Moving and Relocation Group does not utilize BAIT and SWITCH tactics as this is not only immoral and unethical but not the pretenses in which we operate. Once more please review documentation that the undersigned client was fully aware of the cancellation policy:

  I, ****************************** , authorize Interstate Moving & Relocation Group *** to charge my bank account listed above for the amount of $1924.20 on 09/10/2022. This payment is for moving related expenses rendered to: ***********************/*************************** on the Job #*******.
  
  Cancellation Policy: I agree to Interstate Moving & Relocation Group *** cancellation policy, as well, which reads: "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 Moving & Relocation Group *** has not received cancellation order in writing that my deposit becomes the property of the agent, and can be used up to 1 year from original move date. If my job is booked within fourteen business days of the pickup date I am not entitled to aforementioned refund due to the nature of the routing involved."

  At this time, in recognition of the CANCELLATION POLICY and ****************** electronic signature we find the intended litigant claim's null and void. ************** is not entitled to the recompense of his relocation deposit.

  
  

• Initial Complaint

  Date:10/07/2022

  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.

  9/30/22 This moving company is horrible. They sent a company out to move my items, and they had sent some movers out my house and they had failed to update the moving list and they had tried to charge me triple the amount which we did not have. So I requested date to be moved at that time they said no. We had no other choice but to cancel because of the facts that they did not update their side. Now they are refusing to issue refund of deposit

  Business Response

  Date: 10/21/2022

  We take pride in our services and do absolutely everything to avoid any "bait and switch tactics" so customers are aware of every cost and detail prior to their move. We are happy to assist them in any way that we can; we are always here to assist customers and mediate between them and their carrier when needed. 

  CUST ACTUALLY HAS 18 *** 9 MED AND 5 PLASTIC TOTES CUST HAS ADD ITEMS:

  GRILL, SOFA, 4 MED TOTES, BABY GATE, XMAS TREE, HALL TREE, ARTWORK, ** BOOK CASE, BEAN BAG CHAIR, FAN, OS CHAIR
  
  

   

  
  

• Initial Complaint

  Date:10/06/2022

  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 contracted a move from ***** to ******** with Interstate Moving and Relocation group not realizing they were a broker, they don't disclose that until you have a problem.***** the sales representative was very nice and informative; IMR was recommended on Move.org and had very good reviews, since they were $1500 to $2000 lower than other movers I decided to hire them for my move.When I contracted the service I was told it would take one week to one and a half weeks for my belongings to be delivered, which I thought was reasonable.My furniture was picked up in **********, ***** on Monday August 8th; my first available date of delivery was that Friday August 12.A week passed and I hadn't heard anything about my delivery so I called IMR, they told me the movers had up to 10 business days to deliver and gave me the number for the local agent that picked up my furniture. I left several messages and even tried contacting ********, the crew supervisor for the driver that picked up my belongings, no answer. So I emailed IMR again, their response was that because it was high moving season it could take up to 21 business days and they started getting testy and condescending when I asked if my belongings were safe and could I please have an ETA of the delivery, we were going on a month.Today, October 6th I have no answer as to when my belongings will be delivered, they claim they are still in a warehouse in the ******* metro and that the owner is trying to figure out how to get my belongings shipped. Apparently the original driver was in a very bad accident, then a truck that was supposed to pick the up on 9/23 failed to do so.I want assurances that my belongings are in complete and in good condition, that they will be delivered soon and a confirmation of what the compensation for each day after 30 business days will be, they gave me a vague range of between $25 an $75 per business day.Thank you for your help Job # C5395291 ************ lot: *******

  Business Response

  Date: 10/28/2022

  Our *************************** has will reach 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.

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18176908
  
  I am rejecting this response because:

  Interstate Moving and Relocation Group did not offer their own compensation. They asked me to file a claim directly with the carrier for damaged items and they are not even offering the compensation they said I'm entitled to for a delay in delivery of over 30 business days. They have been condescending and dismisive.
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 11/09/2022

  We prioritize consumer relation, improvement of brand quality by crafting a very transparent relocation process. Interstate Moving and Relocation Group understands that every client entrusts their household goods into the capable hands of their vetted Motor Carrier. We nor the Agent can predict delivery delays nor impending damages. This is by no means a removal of responsibility, but the claims process allows neutrality by a claims adjustor. Interstate Moving and Relocation Group has no ********** or presiding authority over the reimbursement, replacement, or compensation of any damaged item(s).

  Per ************* Carrier Safety Administration
  If your mover fails to pick up and deliver your shipment on the date entered on the bill of lading and you have expenses you otherwise would not have had, you may be able to recover those expenses from your mover. This is what is called an inconvenience or delay claim. Should your mover refuse to honor such a claim and you continue to believe you are entitled to be paid damages, you may take your mover to court under 49 U.S.C. *****. FMCSA has no authority to order your mover to pay such claims.
  

  If you have not already done so, we highly encourage you to initiate the CLAIMS PROCESS to receive compensation for the delay of shipment.

  PER TERMS OF PAYMENT SECTION OF CONTRACT:
  Please note that Interstate Moving and Relocation Group, **** is a properly licensed interstate broker, and is not a carrier and will not transport an individual shipper's household goods but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by its published tariff.

  Please note that Interstate Moving and Relocation Group, **** is a properly licensed interstate Broker. Interstate Moving and Relocation Group is not a motor carrier and will not transport an individual shipper's household goods but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by its published tariff. All estimated charges and final actual charges will be based upon the motor carrier's tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Interstate Moving and Relocation Group, ****, is not responsible for any acts or omissions of the motor carrier or its employees or agents. Customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims. 

  Please notify our office if you need the necessary claims details sent to you via E-MAIL. We wish you the best on your pursuit.

• Initial Complaint

  Date:10/01/2022

  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.

  Husband passed away while vacationing in ******* Jan 9, 2022. We are from *******, so I decided to move to ******* to be closer to family. I thought I called Mayflower moving company but ended up with Interstate ********************************************* company from **********, **. I was upfront about all the items that were in my house that I lived in for 30years, ****** the sales rep gave me a price and it was a great price and he said they would box all my stuff up and bring it to *******. The company called me a day before moving day and I told them I added some items, they said don't worry about it you have plenty of room. When the guys showed up, they did a walk through called the company and they said I was over the limit and owed another $2- $3 thousand dollars. I tried to call ******, but he wouldn't answer my phone calls. The moving guys that showed up said they see this way too often when you use a 3rd party company which I did not know. The moving guys did not know they were to pack everything and were using my supplies until they had to go buy more. This company definitely did bait and switch and took advantage of a grieving person. Not to mention the damaged items i put a claim in for and they offered me $63.00 when the items are worth way more.

  Business Response

  Date: 10/12/2022

  Please note that Interstate Moving & Relocation Group is a moving broker who reserves truck space with a carrier for a customer's shipment.  The customers goods were transported under the ********* of ******** Movers, whom the customer's ********************** contract was with.  Nonetheless, we are always here to assist customers and mediate between them and their carrier when needed. 
  IMRG is investigating this matter in an attempt to better comprehend and validate the complaint against our services.  Customer satisfaction is critically important to us, and we want to ensure each customer knows their business is valued and appreciated.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18155042
  
  I am rejecting this response because: a broker is a person who buys and sells goods and assets for others. The broker, ****** was representing the moving company. ****** was not straight forward, he did not explain that he was a broker and that he was going to be the middle man for another company. When I needed to speak to ****** when the movers showed up at my house in *******, he was missing in action. I attempted to contact him several times and there was no response on his part. ****** got my deposit, which is his commission and never looked back. He was not there for me when I needed his assistance. Great customer service, I think not!! The guys from the moving company told me they see this so many times because customers use a broker and don't know until the movers show up and tell them. If he would have told me up front I would have used someone else. He quoted me a price for the items I told him I would be bringing. He said don't worry you have plenty of room. Never was I told that there might be a chance you will have to pay more money. ***************** there was no customer service. Being honest and getting your clients trust is so important if you want to be a reputable company. I did trust ******, only to find out I was taken advantage of and that made me feel terrible. Not to mention I am grieving. This company broke a lot of my items that were sentimental and considered collectable items and they want to offer me $63.00 when the items are worth way more. I feel taken advantage of and I shouldn't have to pay more than I was quoted. I would like a refund for the monies I had to pay over what I was quoted.
  
  ********************************************

  Business Response

  Date: 10/28/2022

  Our *************************** has will reach 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.

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18155042
  
  I am rejecting this response because I don't want to accept it and they don't reach out to me and then this case will be closed. Once they reach out to me and we can come to an agreement, I will let you know. As of now, I have not heard from anyone from the company.
  
  ********************************************

  Business Response

  Date: 12/12/2022

  Came to conclusion with customer, issue was resolved.

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18155042
  
  I am rejecting this response because the company called and offered me $200.00 dollars from my original deposit. This is what was explained to me. Interstate Moving and Relocation company is a broker who hires third parties such as the one they gave me, Carefree Movers. Carefree Movers is the company who physically moved my items and was hired by Interstate Moving and Relocation. When I spoke with Interstate Moving and Relocation, they said I would have to contact Carefree movers to try and get back the extra $2577.42. I did not sign a contract with Carefree movers. The broker should be able to give me more than the offer of $200.00 and then go to the company they hired, Carefree movers to recover the money they give me. It is all shady. They are offering me ****% of the $2577.42. I think they can do better than that offer, but they told me no. What they put me through, and I had no choice but to pay is worth more than the $200.00
  
  ********************************************

  Business Response

  Date: 01/02/2023

  We came to an agreement that has satisfied the customers' wishes on the Interstate Moving Relocation Group's behalf. We reviewed all her paperwork from pickup and delivery together, showing where the misunderstanding was. Further instruction is given to the customer on handling her actual complaint towards the carrier. if there are any additional questions. she is more than welcome to reach out to us.