ComplaintsforInterstate Relocation

• Initial Complaint

  09/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family moved to the Tampa area, FL May 13th in anticipation of my husband’s military June retirement date. Our belongings were placed in a Tampa storage facility when they arrived and we were told they could only be stored until August 23rd at the government’s expense. We signed a lease June 21st with a delayed move in of July 8th because we were told by Interstate Van Lines (parent company to the subcontractor *****) that ***** was unable to deliver until July 20th. We couldn't delay our move in any further without risking losing the house. I started a job at the end of June with an hour and a half commute temporarily because I was going to start working remotely as soon as we received our household goods and I could set up my home office. July 20th arrived and ***** never showed up so we started making phone calls to follow up. We were told that Interstate didn’t follow up properly after not receiving a confirmation email for delivery on the July 20th from *****. As a result, we are now going to have to wait until the next available date of August 2nd. When we got upset and asked how they were going to fix this mistake, we were told that there was nothing they do. They offered us a 7 day inconvenience settlement which consists of per diem only for the service member. How does that help a family of 3 living in an empty house from July 8th to August 2nd? Who pays for the gas it takes to drive almost 3 hours daily to get to a job that I should be working from home with the items in my household goods? I called the TMO office at ******* to report this and was told that this has been happening consistently to service members and that they have been tracking and reporting these cases to the JPP-SO department at DoD to take into consideration when employing these contractors and awarding contracts. I will be pushing for this specific contract to get terminated due to its poor treatment of service members and lack of accountability.

  Business response

  08/10/2022

  *****, we sincerely regret and apologize for the inconvenience you incurred because of the delayed delivery date. Please note that military guidelines allow 7 days of receipt-free per-diems for meals & incidentals for service members only, not family members. You and your other family members can submit a claim for meals, along with receipts, for the delay period. Your carrier, *****, will review that claim and make a determination as to which of those purchases are eligible for reimbursement. 
  
  We are also investigating the cause of the delay in delivering your shipment and we will take corrective action to prevent a recurrence of this in the future action will be taken for it. Thank you for bringing this to our attention.
  
  

• Initial Complaint

  10/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -My small company has initiated several moves of household goods in the DMV with Interstate Van Lines. -Our contract lapsed with them earlier this year and they have not provided updated documentation of agreements for prior and current moves. -I was promised multiple times that an audit would be completed of my goods awaiting shipment that are sitting in storage; this has still never happened. -I cannot get the company to respond to my REPEATED questions about erroneous billing, or the claims process for lost or damaged items. -I was informed that my inventory storage costs would be reduced for the things that cannot be found via the audit or via the online tracking system; this still has never occurred.-In an effort to remove my upcoming moves from this company, I have now been issued a document (which is $30,000 higher than the itemized listing) requiring near payment in full before they will provide my items to me.

  Business response

  12/01/2021

  Thank you for voicing your concerns regarding the closure of your 5 year storage and moving account with us.  Our understanding is that, with the exception of a small number of open claims, the inventory and billing issues have been resolved.  Our team members will reach out to you to address the remaining claims. At the end, despite differences with your team, we worked well with your new storage provider to ensure a smooth transition and wish you success with them.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My 70-inch, 4k, 120 Hz TV was damaged by the Interstate and/or their subcontractors. I paid approximately $266 for full coverage insurance on the move. My TV (***************-*******) cost $2101.27 in 2015 as a high end model with plenty of features. Interstate has significantly undervalued the features on the TV with comparisons of $700 (no 120Hz refresh rate) and $850 (still no 120Hz native refresh rate on the comparison model sent to me). I countered with 3 models that were 65" with similar features. Interstate claims the models that I used have extra features that "far exceed" the model I had, yet with extensive research I cannot identify any feature on these models that wasn't on the comparison they sent me. My research also revealed that my original TV contained a quad core processor, which is in my comparison models specification, but not in the Interstate model. Interstate is acting in bad faith and being disingenuous about the TV that I previously owned. My move cost $6012.57 total.

  Business response

  04/04/2022

  From: ********************** <**********************>
  Date: Mon, Apr 4, 2022 at 4:02 PM
  Subject: FW: BBB Complaint ********
  To: *********************** <******************@mybbb.org>, **************@myBBB.org <******************@mybbb.org>
  Cc: ************************ <************************>
  
  Hi ****** and *****,
  
  Hi ******. We sincerely apologize for your experience with Interstate and appreciate your willingness to work with us toward a resolution of your complaint. Our records indicate a settlement was reached and a payment was made in October. Please let us know if any additional actions are required on our part.
  
  Please let me know if I can be of any additional assistance to you.
  
  Thanks, 
  
  Duane B*********** | Senior Director, Marketing & Business Development
  
  5801 Rolling Road | Springfield, VA 22152
  
  (p) *********************** | (d ) ************ | (c ) ************
  
  *********@invan.com | MoveInterstate.com 
  
  Description: InterstateMRL

*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. ↩