ComplaintsforInterWest Moving & Storage, Inc

• Initial Complaint

  08/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a bed from Pottery Barn. InterWest Movers has subcontracted with Rider Last Mile/Pottery Barn to deliver orders directly to customers in Bozeman, MT. The Bed (valued at over $1000) was delivered to the wrong home and I was never contacted by the shipping company. The delivery occurred over 5 miles from my home, I attempted to call InterWest Movers multiple times to find a solution and no one will answer the phones or call me back. Currently - I do not have the product that I ordered and it is too large for me to move to without a moving company. In other words - InterWest Movers was paid $ for shipping to the incorrect address and I (the customer) still do not have the product I paid for. I need a resolution - I have called Pottery Barn, InterWest Movers and Rider Last Mile and no one has been able to resolve this problem.

  

  Business response

  08/29/2022

  We apologize that your experience with InterWest has been less than ideal. We understand your frustrations. We have every intention to rectify your situation to the best of our ability. We began helping Pottery Barn and Ryder Final Mile with their warehousing needs in early August. We did not know that the previous provider was over 6 month behind on deliveries. We have been inundated with backlogged deliveries and are working tirelessly to get things caught up and back on track. We have not taken over all aspects of the delivery service at this time and are still working closely with Ryder delivery teams to get things caught up. If your issue has not already been taken care of, someone will be in touch with you soon to make arrangements to fix the problem. It is our goal to always exceed our customers expectations and we apologize that circumstances did not allow that to happen the first time around. We will do all we can to make it right and finish the job.

  Customer response

  09/02/2022

   
  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

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We did a move from thisncompany on Aleil 20th from wy to Az. They charged us over 60% more than quoted price. The entire trip was a mess from quote, packing and unpacking and dealing with claims. I did get money back for the over charge but only $5,000 worth. It costed me another $2300 to reorganize the storage unit. The pictures are how this professional company unpacked and stored our items. The owner of the company was supposed to call me. It’s going on 3 weeks now. Marcelo the director of operations quit communicating with me. I would eat the lose of the missing items if they will pay for the other moving companies expensive to fix Iwest mistake. There was misinformation giving to me by this company on how long we had to check items in. Its 9 months for your house but 0 days when dropped at a storage facility. No one told me that. Feel free to call me at ************. We were quoted about $18,000 for move. Entire move was $32000. We payed little over $27,000.

• Initial Complaint

  07/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I hired InterWest Moving and Storage for my move from Idaho to Nebraska. My goods were to be delivered between May 30-June 7. My delivery was delayed until late in the week of June 14. Then, allegedly, the driver of my shipment quit. For three weeks now (since June 11), there has been no projected delivery date. I have paid this company over $7000 for the move itself. I have also had roughly $3,000 in expenses due to the delay that hasn’t been reimbursed yet. I have had to contact InterWest every time to get any information (which most of the time is no information), and I feel like my all my stuff is being held hostage. I would like to know how deliveries are being arranged and if people, like myself, are being disregarded because we don’t make the largest profit. I’m asking for: 1) Photo evidence that my goods are actually in storage 2) A delivery window ASAP 3) Reimbursement for out-of-pocket expenses due to delay 4) Full refund *See attachment for details

  

  Business response

  07/13/2021

  This shipment is currently still being processed. At this time, shippers complaint about shipment being late is valid, due to an unforeseen nationwide overwhelming increase in relocations due to the drop in Covid cases and a nationwide driver shortage to add to the current transportation crisis. 

  To date ***** *** lines have covered hotel arrangements until delivery was completed on July 5th. ***** Claims department is reviewing the final delay claim submitted by Mrs ********* and hopes to have a settlement offer to her by the end of the week. 

  InterWest provided customer with compensation to purchase clothing for a planned vacation since she did not have what she needed due to the delay. 

  We never meant for customer to feel like we were not communicating or holding her items hostage due to profit of the shipment. All shipments sizes are treated equally with the highest regards. 

  We are unable to provide the photos requested as the shipment has now delivered to the customer. At this time, compensations are still being reviewed by all parties involved. 

  Customer response

  07/16/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  1) I have not yet received a settlement offer, and it is now past the time frame in which they hoped to have the offer to me (based on their previous response). 
  

  2)Regarding the comment they paid for my lodging during the delay: They did for most, but not all, of the delay. I covered the first week, from 6/7-6/14, which was $1233.53. I have not yet seen anything regarding that reimbursement (or any others, for that matter). I have only heard that they received my claim, and it’s now been over a month since it was submitted. 

  I look forward to accepting a response once there is a fair settlement in place. 

  
  Sincerely,

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

  

  Business response

  08/06/2021

  Please see the letter provided by ***** *** Lines regarding refund regulations. 

  Customer response

  08/08/2021

  
  Better Business Bureau:
  
  I have received reimbursement for out-of-pocket expenses incurred due to the delay, and I appreciate that.  

  
  

  They cannot offer a refund; however, I have been told by multiple parties that they can offer a “gift” to clients. I was told that would be advocated for, in my case. However, it’s just been continual pushback. I was hoping *****/InterWest would go above and beyond following the really rough move I had. I wanted to be able to say that they tried to make things right, communicated well, and worked hard to resolve my situation. Unfortunately, I can’t. The fact I had to call them multiple times to get answers (most of the time there were no answers) and their lack of urgency/care was unacceptable. The only part of my move that went smoothly was the loading/packing. It was all downhill from there. 

  
  

  I am going to accept their offer as this point, as I simply don’t have it in me to continue working with them on any level. 
  
  Sincerely,
  
  ***** *********

*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. ↩