Complaints

This profile includes complaints for Interstate Group Holdings Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Interstate Group Holdings Inc

  5801 Rolling Road Springfield, VA 22152-1064

  
• 

  Interstate Group Holdings Inc

  22455 Powers Ct Ste 200 Dulles, VA 20166-9321

  
• 

  Interstate Group Holdings Inc

  3901 Ironwood Pl Hyattsville, MD 20785-2314

  

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:11/07/2024

  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.

  Moving company caused damages and are claiming they can't determine it was damaged during the move.

  Business Response

  Date: 01/21/2025

  Filing a claim and working through the settlement process is outlined by the regulations defined by the ********************* (***). Part of that allows for negotiation with the customer, as
  well as transfer of any part of the claim to the ********************** (***). While we always prefer to negotiate a reasonable claim settlement with our customers, we accept that might not
  always be possible. We apologize for the difficulty of your experience and continue to take steps in communication of this claim towards a reasonable settlement.

  Business Response

  Date: 04/21/2025

  We are following the settlement process as outlined in the regulations established by the ********************* (***).
  The claim was submitted on Aug. 27, 2024. On Nov. 27, 2024, we presented Mrs. ********* with our offer. Mrs. ********* informed us that she was transferring her claims to the ********************** on December 31, 2024. Mrs. ********* denied our settlement offer and began working on her next course of action.
  
  The *** allows for negotiation with the customer, as well as the transfer of any part of the claim to the ********************** (***). Regulations outline that negotiation with Mrs. ********* ended at the time of transfer. The *** will negotiate direct settlement with Mrs. ********** Communication with the ********************** is ongoing in regards to this matter. 

• Initial Complaint

  Date:06/06/2024

  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.

  Interstate moved us from ********** to ********* on a military contract. We agreed on a claim in October 2023. Yet they have yet to pay it. They keep saying they will send a check and have reissued it, yet we never receive it.

  Business Response

  Date: 01/21/2025

  It is disheartening to hear that confirmation of received payment was so difficult. We never expect any customer to face a delay like this for a claim settlement. After multiple attempts to
  mail, including a change of address, we can confirm through tracking that the payment was delivered in March 2024. Thank you for your patience and help in getting this payment to you.

• Initial Complaint

  Date:02/05/2024

  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.

  I reached out to four or five moving companies to get a quote for my pack &move. Interstate gave me the lowest quote and the quickest delivery time to my destination city. Their process is to get a quote via video meeting, where I showed them everything to be packed and moved except for a couple items that I later added on (which were not substantial and do not account for the severe overcharge). I did the same process with four or so other moving companies. Interstate quoted me $3,518, and said it would be about 18 boxes. I raised an issue with that, worried that number of boxes was too low. But they are the professionals so I deferred to them. But I did a pack and move about 3 years ago, and did not acquire that many more things since. So I had a pretty good baseline. In fact, I told the packers when they arrived (and the folks on the phone before) that I guessed I had about ***** boxes. As it turns out, I was correct. 41 boxes was the final number. My final charge increased by near 100%, to $6,608. I reached out to the company and explained how my other movers gave me quotes at or above $5,098. If I had known that Interstate would double their charges, I would have gone with one of the other companies, like United's quote which was for 50 boxes and $5,098. Interstate gave me a small refund, bringing my charges down to $5,814.43. But I still demand a reduction to the United quote. I fully understand that estimates are subject to change based on final weight and whatnot, but what is the point of an estimate if it is going to be off by 100%? It is not my fault the estimate was so incorrect. This feels like a scam. Lowball the estimate. Then I can't get my delivery until I pay the charges in full. My stuff is held hostage, and I can't dispute charges until after I'm out $2K. This feels intentionally disingenuous. At a minimum, why am I responsible for their sales agent being bad at their job? They are the pros and I deferred to them.

  Customer Answer

  Date: 03/04/2024

  I am seeking a billing adjustment.  But if not possible, I am sending this complaint for BBB purposes and for BBB to investigate or send a warning/complaint to the business.

  Customer Answer

  Date: 04/18/2024

  Thank you for this update.  It is not surprising to me that the business has not responded.  They've been terribly unreliable, nonresponsive, and just flat unreasonable and hard to work with. I have not heard from them at all since you let me know the BBB was reaching out to them.  So the situation remains unresolved on my end too.  Thank you for your work on this. 

  Business Response

  Date: 01/21/2025

  Thank you for this information and we are genuinely sorry that we were unable to provide a good moving experience. The difficulty of providing an accurate estimate is complicated by
  changes to a customers survey. We understand how the details of a move can quickly alter, and we have been transparent in our attempts to make amends for your experience. We
  continue to focus on the details including estimates, which lead to great moving experiences for our customers.

  Business Response

  Date: 04/21/2025

  We have commutated with Mr. ******** serval times in late January 2024, explaining the actual cost of the move.  We acknowledge the difficulty of this pricing change and after consideration of his experience with the estimation and quote, we refunded the customer the difference between actual packing and estimated packing. This was explained to Mr. ******** at the time of the refund. We apologize that this experience did not met his expectations and we continue to improve experiences for our customers.   

  Customer Answer

  Date: 04/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21248026
  
  I am rejecting this response because: the business's response noted they gave me a "refund" and claims that is adequate to solve the near-scam estimate process they use. It is not. As I noted in my initial complaint, they did lower the increased charges by about $750. This is no refund, and it is nowhere near the original estimate they provided. Again, here is an overview of the estimate/charges/"refund" to give a clearer picture of how I am still being well overcharged:

  1. Interstate quoted me $3,518, and said it would be about 18 boxes.

  2. I raised an issue with that, worried that number of boxes was too low. But they are the professionals so I deferred to them. But I did a pack and move about 3 years ago, and did not acquire that many more things since. So I had a pretty good baseline. In fact, I told the packers when they arrived (and the folks on the phone before) that I guessed I had about ***** boxes.

  3. As it turns out, I was correct. 41 boxes was the final number.

  4. My final charge increased by near 100%, to $6,608.

  5. I reached out to the company and explained how my other movers gave me quotes at or above $5,098. If I had known that Interstate would double their charges, I would have gone with one of the other companies, like United's quote which was for 50 boxes and $5,098.

  6. Interstate gave me a small "refund," bringing my charges down to $5,814.43. Still well above United's $5,098 estimate, and of course well above Interstate's near-scam $3,518 estimate.

  Like I mentioned before, I don't expect Interstate to refund me down to their original estimate, or even to United's. That would be the respectable, reasonable decision. But they are not that. At minimum, I wanted to report this process, which amounts to what I think is essentially a scam, so that future consumers aren't left in the position I was. To be clear, Interstate's process is to issue a sever underestimate to win the business. Then pack up a consumer's home and belongings, then demand a 100% increase in payment before they will release the consumer's belongings. This is wrong, both on a human-to-human level, but also on a professional level. 

  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/13/2023

  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.

  *********************************************** was contracted by the *** for my move July to August of 2022. I submitted a full claim on 4 Oct 2022 for damaged items. Since that point I have had difficulty communicating with personnel inside *********************************************** to address my claim. Of the original 14 items damaged or destroyed I am still trying to get resolution on 4 items. *********************************************** sent me a check in February of 2023 without any final offers being submitted on these items and did not follow policy in using the Defense Personal Property System that is a requirement for *** members and the movement agencies that are contracted to support. Paperwork is mishandled with inaccurate claims managers and inaccuracies are quoted by their customer support representatives. Specifically after a discussion today, 13APR23 on one particular item I was informed that it was government policy placed upon *********************************************** to get customers to provide estimates for repair and after discussion that part of my claim was denied by the agent after they informed me they would help me to find a potential location to get an estimate. Upon review of my documentation for a move taken on by the government I acknowledge the following statement as a customer :If your shipment was accepted by the ****************** Service Provider after 1 March 2008, your shipment has Full Replacement Value (FRV) coverage. TSP liability is determined by $7,500 per shipment or $6.00 times the net weight for Household Goods or gross weight for Unaccompanied Baggage, whichever is greater, up to a maximum of $75,000. The ************** Service Provider is responsible for obtaining cost estimates for the following:Repair of damaged property to original condition Replace with an item of like kind and quality Destination Payment of replacement cost of the item This is in direct contrast to the customer support representatives statements and actions.

  Business Response

  Date: 01/21/2025

  We apologize that your experience with our team was so difficult. We communicate with our customers through email, text messages and by phone. Through this, we attempt to negotiate fair and reasonable settlements with our customers. The ********************* (***) does
  clearly outline the rules and processes in claims negotiation. This does include the opportunity to transfer any part of the claim to the ********************** (***). In addition to 2 claim settlement payments made from Interstate, we can confirm a claim settlement payment with the
  MCO. With the claim finalized and settled, we are grateful for your assistance in the resolution of this matter.

  Customer Answer

  Date: 01/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 19933069
  
  I am rejecting this response because: The response from the business is accurate as I had to send my claim into the ********************** to be properly reimbursed and what was not covered by the agency is that the ********************** does not have to adhere to the full replacement value of the item as the business was supposed to uphold.  With the businesses lack of responsiveness and unwillingness to work with me as a client I was force to accept an offer through the MCO that was less than what was replacement value.  This is all the more evident as this compliant was submitted to this business in April of 2023 and almost two years later they choose to reply.  As a customer that is inexcusable that a two-year window would be gapped for a reply and that is essentially the case as only after I had to move my claim to MCO was my situation "resolved" but again only by the government for a reduced amount.  ************ made no efforts to fix my issue they just had someone else take it over for them so that they would not be held accountable of the full replacement value of my additional items that were or a more significant cost than a few hundred dollars.  Be wary of what you let this company ship if you want to ensure that you get fair value if they break it as I did not and can anecdoctally say that other members that have moved with the same company have had the same issue.  
  
  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/21/2025

  We acknowledge and accept any frustration you may have in this process. Negotiation with Interstate (TSP) is a different set of rules from negotiation with the ***. Our negotiation and settlement comply with the rules as defined by ***. Our two settlements payments were made out to ************ and the claim was finalized with the MCO. 

• Initial Complaint

  Date:09/19/2022

  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 am an active duty military officer in the ** ****. Interstate Van Lines picked up my belongings on 08/10/2022 in Sierra Vista, AZ and gave me a 2-3 week estimation for delivery of my household goods to Richmond Hill, GA. It has now been over 5 weeks and I still do not have my belongings nor does the company know when they will be delivered. Initially I was told that my belongings were never picked up from the warehouse in AZ because the move coordinator "forgot" to schedule a date for shipment. I have talked to them several times and to no avail. They do not know where my belongings are nor when they are going to be delivered. Keep in my mind they have my entire household goods, literally everything I own. I have been sleeping on an air mattress for 5 solid weeks. This is completely unacceptable and I would like to seek a resolution from the BBB.

  Business Response

  Date: 10/03/2022

  Thank you for sharing your concerns. We truly strive for customer satisfaction and appreciate our long-standing relationship with the military. We sincerely apologize for the delayed shipment and we recognize the hardship and inconvenience this delayed delivery has caused you. Fortunately,the military does offer the option to file a claim for inconvenience - this includes payments to offset any costs accrued before the arrival of your shipment.
  
  Please know that our team is continuously working to resolve your concerns as quickly as possible and will provide you regular updates for your delivery date.