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:02/11/2025

  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.

  To Whom It May Concern,I am extremely disappointed and feel completely taken advantage of regarding my recent experience with ************ late November or early December 2024, I contacted Mayflower to obtain a quote for my mothers move from *****************, *****, to *********. She was selling her home, and I coordinated the moving arrangements on her behalf. I initially spoke with ******* *******, who inspected my mothers home and provided a quote of $6,100. When I inquired about storage, I was informed it would be an additional $498 per *********, in February, as we prepare for delivery of my mothers belongings to *********, we have been blindsided by an additional $2,000 charge plus an $855 feeneither of which were ever disclosed to us. When I spoke with ******* about this issue, he denied ever speaking with me and instead insisted he had only spoken with my mother, ******** *****. However, I was the primary point of contact throughout this process, and the only time ******* interacted with my mother was during the home inspection. His refusal to acknowledge our prior conversations is both confusing and ************** this point, my mother has no choice but to pay a total of $9,100 for what was originally quoted as a $6,100 move, plus $498 per month for storage. This feels deceptive, misleading, and predatoryespecially as my mother, a senior, is now being forced to pay significantly more than anticipated.Additionally, I found the way ******* spoke to me today at 11:19 AM PST to be completely unprofessional and unacceptable. I do not appreciate being disrespected, especially when trying to get clarity on unexpected charges.This situation feels like fraud and a deliberate effort to take advantage of a customer. I am requesting an immediate review of these additional charges and a clear explanation as to why we were not informed of them upfront. I expect a prompt resolution to this matter.

  Business Response

  Date: 02/24/2025

  Response from:
  IMS Relocation
  ********************
  
  RE: BBB Complaint ID #********
  
  To begin with, IMS Relocation has not provided services to the consumer Myonoway ***** who filed this complaint.  Myonoway ***** has not paid IMS Relocation for any services and therefore is not due a refund by IMS Relocation.  I am also confused as to how someone whom we did not provide services can file a complaint with the BBB.   
  
  IMS Relocation, acting as an agent for Mayflower Transit, provided a quote for moving and storage services to ******** *****.  This quote (attached) was for pick-up and transportation services from ******** ***** home at *********************************************************************** to our warehouse at 2005 ********************** in **********, ** for storage.  The quote, which was signed by ******** ***** on November 18, 2024, totaled $8,875.16.  This amount covered the packing of 4 mattress cartons, the transportation from ******** ***** home to our storage facility, the first 30 days of storage, and transportation from our storage to her new home in *********, ***  Also included in the quote were third party services for her washer, dryer and ice maker disconnect and reconnect.  The binding COD charges of $8,875.16 were not to be paid until delivery to *********, *** 
  
  Myonoway *****, ********* daughter, was provided with a copy of the estimate provided to ******** ***** on November 13, 2024, by our sales representative ******* ******* (see attached EM).  The email clearly states the quote includes pick up and delivery to our warehouse and the first 30 days of storage (November 26, 2024, through December 25, 2024) and states that she would need to add $492.00 for each additional month (30 days) of storage needed. 
  
  IMS Relocation packed and loaded ******** ***** belongings and brought them to our warehouse facility on November 26, 2024.  ******** ***** belongings remained in the IMS Relocation storage facility until February 12, 2025.  That is an additional 49 days over the original quote of 30 days of storage.  Based on the quote of $492.00 for each additional 30 days, this added $803.60 to the original $8,875.16 estimate.  ($492 divided by 30 = $16.40 per day times 49 days = $803.60).    
  
  ******** was told she would need a cashiers check in the amount of $8,875.16 (the amount of the binding estimate) before the delivery could begin and any additional charges would be billed to her after the completion of final billing by ***************** who was the company providing services for her move.  As stated above,the estimate and bill of lading clearly show Angelines contract was with Mayflower Transit and not IMS Relocation. IMS Relocation acted only as an agent for Mayflower Transit to provide origin services for Angelines move. ******** obtained a cashiers check (attached) in the amount of $9,719.75 which she presented to the driver at delivery. As you can see the cashiers check is made payable to Mayflower Transit.  IMS Relocation did not collect any funds from ******** ***** for this relocation.    
  
  Mayflower Transit, acting under the federal tariffs and regulations set forth by the ********************************************, has ********************************************************************************************************************************** a refund for any over-payment of charges. 

  Business Response

  Date: 03/06/2025

  You may not be aware; ********* ****** is no longer with us here at IMS. 
  Please forward to my attention any requests/information typically sent to her.
  
  Please remove ********* ****** (************************************************************)
  Replace with **** ******* *************************************

• Initial Complaint

  Date:01/13/2025

  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 paid IMS to pickup pack store and move my house hold belongings.I paid them a fortune over 10,000.After delivery I was missing parts to put the True treadmill back together (IMS took it a part).I was also missing all the hardware to put my bunk beds together (IMS took it a part).I reached out to **** ****** to check with the delivery people where the parts were, **** was no help and quit returning calls.

  Business Response

  Date: 01/29/2025

  IMS Relocation packed Mr. ******* items on June 23, 2024,and loaded the items from ************************************************************** on June 24,2024.  The items were transported to storage at IMS Relocation warehouse located at 2005 ************************************ as per the Moving Services Contract Signed June 15, 2024.  On October 11, 2024, Mr. ******* items were delivered to *********************************************** as per the Moving Services Contract signed October 11,2024.  ********* indicated that all items were received on delivery as per the IMS Relocation Inventory Control Form. 
  
  TxDMV, the governing body for moves within the state of *****, indicates in the pamphlet titled Your Rights & Responsibilities When You Move in ***** (revised January 2025) the statement below:
  
  If you have any disputes about charges, loss or damage to your items, you need to file a written claim with the mover within 90 days of the delivery date and must include enough information for the mover to investigate your claim along with any specific monetary amount requested or other solutions you are seeking.  Your mover has 23 days to respond acknowledging your claim and has 90 days to pay, deny or make a settlement offer.  If your claim involves damaged goods, you should preserve the containers and the damaged goods.  The mover has the right to inspect any containers or damaged goods within 30 days of receiving your claim. 
  Important: If your mover does not receive the claim within 90 days of delivery, your claim can be denied.
  
  Mr. ****** signed agreeing he received a copy of the pamphlet Your Rights & Responsibilities When You Move in ***** on both the Moving Services Contract signed on June 15, 2024, and the Moving Services Contract signed on October 11, 2024.
  
  IMS Relocation ***************** was not made aware of any loss or damage to Mr. ******* items until he submitted a negative ****** Review on January 13, 2025.  According to Mr. ******* delivery date and the statements above his 90-day filing deadline expired January 9, 2025. 
  
  When the IMS Relocation ***************** was notified on January 13, 2025, of Mr. ******* damage, I conducted a thorough investigation as to whether a claim form had been submitted prior to January 9, 2025, and no claim form was found to have been submitted by Mr. *************
  
  I attempted to reach Mr. ****** by phone on January *******, however the voicemail disconnected while I was attempting to leave a message.  I promptly sent an email to Mr. ****** asking him to complete a claim form for the damage from his move.  Mr. ****** responded with his completed claim form on January 20, 2025.  His claim form was reviewed and acknowledged as received on January 26, 2025.  Although his claim was not filed within his 90-day deadline, IMS Relocation as a gesture of goodwill, decided to honor his claim for damages and assigned a repair firm to contact Mr. ****** to inspect and if possible, repair the claimed items. An appointment was scheduled for January 29, 2025, and once the report is received, we will reach out to Mr. ****** to resolve this matter amicably.
  
  If you need any additional information, you may reach our claims department at ********************************* or by phone at ************.