Interstate Van Lines, Inc.

Review: During a military move from Rhode Island to Nebraska, Interstate Van Lines hired packers with little or no training or experience with military moves. Significant damage was done to my furniture and other property. A claim was filed in September of 2013 but was denied.

From the moment the packers arrived, there were obvious indication that they were substandard. They did not even bring boxes or tape with them! They had to drive to [redacted] to purchase some. After the first day of a scheduled two day pack job, I inspected some boxes and found them to be totally unsatisfactory. The first box I inspected had a game system and a photo album with absolutely no packing paper! The box was only 1/4 of the way filled. The second day, they did not even show up. After calling for several hours, I discovered that they intended to finishing packing the day of the scheduled move. Having recently moved, I knew that this proposal was ridiculous and impossible if they were going to do a good job. Sure enough, the morning of the move, the Navy inspector came and determined that every box needed to be repacked because the packers were doing such a poor job. Of course, there was no time so they did not repack anything. Meanwhile, the supervisor ran out of numbered stickers and inventory sheets, so my property was being loaded with no tracking. Due to their poor service, they stayed at my house until 11:00 pm that night. They even asked my wife to go buy them coffee and donuts from down the street!

When my property arrived four weeks later, it practically fell out of the truck because it was loaded so poorly. Every stick of my furniture was scratched or dinged up. The driver stated that he had never seen such poor loading. I filed a claim within 75 days, but upon later checking on the status of the claim, I was told that it had not gone through on the website. I immediately refilled. A month later, a furniture repairman came to my house to survey the damage for purposes of an estimate. Several months later, I called Interstate to obtain an update and they stated that the estimate had not gone through. Eventually, they denied my claim citing the failure to notify within 75 days.Desired Settlement: Pay to repair my damaged furniture and replace my broken property.

Business

Response:

Thank you for allowing us the opportunity to review the complaint made by **. [redacted] on Sunday, April 27th, 2014. As a company we take pride in pleasing every customer and are sincerely sorry **. [redacted] is not satisfied with his relocation experience. **. [redacted]'s claim was denied due to the Department of Defense Transportation Regulations that require military members to submit their Notice of Loss and Damage and subsequent claims within seventy-five days of delivery. The claim was received on October 28, 2013, twenty-nine days past the military directed allowance of time. Additionally, a review was conducted by our Customer Service and Claims Manager of **. [redacted]'s submitted claim and subsequent denial and found no remarks, notices, comments on any of the customer signed shipping documents referencing loss and/or damage at the time of delivery. Under these same military regulations, the customer may transfer any items disagreed or disputed to the military Transportation Management Office for review and consideration. **. [redacted] has transferred his entire claim to the Military Claims Office and their investigation and review is pending. In the event the Military Claims Office allows the claim to be processed, a thorough review will be conducted in a timely and reasonable manner.

Thank you for your consideration while reviewing our response to the Revdex.com. If you have any questions, I'm available to discuss.

Director of Quality Control & Process Improvement

Review: We moved from [redacted], VA to [redacted] FL in November, 2012. Our belongings were in storage at their facility from July through October, 2012. When our belongings were delivered to our new home, many items were damaged or broken beyond repair. We had purchased the higher level of insurance coverage, but it didn't cover much of the loss. The bookkeeping at their office was horrible. We went back and forth for months trying to get things reconciled. I finally worked with [redacted] at their accounting section for two days going over everything line item by line item. We received refunds for the overpayments and thought that was the end of it. It is now August, 2013. In May, one of their representatives said that we owe them over $700 for an overpayment. I have reminded them over and again as they continue to call and email, that I went through the charges line by line with [redacted] early this year, and she agreed that everything - everything - reconciled to zero. They continue to harass us. Now they threaten to turn us over to collection. We lost our 31-year-old daughter suddenly in early May. We don't have the emotional reserve to be dealing with their harassment. They know this, yet they continue to threaten us.Desired Settlement: I want them to do their own work, reconcile their own account. I cannot do their work for them. It's all been reconciled, it took days to do so, but we got it done early this year, and their people agreed that all was reconciled to zero balance on both sides. .I want them to leave me alone.

Business

Response:

Thank you for the opportunity to respond to **. [redacted]'s complaint. I am the Director of Quality Control at Interstate Van Lines and am in the process of reviewing the entire file and will respond by Friday, August 9th, 2013. As a company, we take pride in satisfying each and every customer we move. Additionally, we take every complaint seriously and strive to continuously improve our processes to better serve our customers.

Dear **. [redacted],

Review: I used this company for a staging purposes and storage for a house I was selling. The price was $756 and this included delivery prior to May 2014. There were no additional charges stated or written. I noticed 3 charges on my card for $316.67, $40.00, and $45.00, none were authorized. Contacted Interstate and they said it was their mistake for only one charge of the $250, which I already paid. The other charges were for storage. They never mentioned a storage fee and did not explain the variance in the charges.

I cancelled my card and disputed the charges. This company is running a scam and should not be trusted with your credit card info. Very low integrity and commitment in correcting their error.Desired Settlement: Refund the bogus charges stated earlier.

Business

Response:

In response to **. [redacted]’s complaint, I do concur with his portrayal of the event but find his conclusion completely unfounded. There was a written order for $756 that included specific services to be provided. The order called for utilizing two storage containers, and packing one box. It then specified storing the two containers for two months and delivering the shipment back to his house at the end of two months; the charges for that special service was in fact $756.

Review: I am active duty personel and my household goods were picked up (undamaged) and in good shape from [redacted]. My household goods were shipped to [redacted] and when delivered mutilple items were damaged. Brand new bedroom furniture scratched and legs broken. $3000.00 couch sectional damaged (arm broken, leather torn and bruised which caused discoloration. Mattress set torn and that is a safety hazard with the springs of the mattress hanging out. Fireplace scratched and other furniture scratched and damaged. The packers/movers did not handle my furniture with care. They were careless with my belongings and you can tell that neither of my items were stacked, covered, wrapped and handled carefully. I only had my bedroom set for 4 months before delivery.Desired Settlement: I am only offered $425.00 for my damaged couch and it should be replaced. I have never been so disrespected in my life with the total of what will be offered to me for the damage of my belongings. The offer total was 1525.00 which includes what would be used for the repairs for my couch and barely anything lefted over to repair any of my other damaged goods. I will never recommend this company to any other service member and I will direct this company to the Army and other branches of services to not do business with them because they are getting over with serving their business but then destroying hardworkers personal goods. I will not except $425.00 for a couch that can not be fixed the wood is broken where the pull out bed is located and that is a safety hazard. I am disgusted and very upset that I have to replace my own furniture due to the neglance of their service. Never again will I go through them and I will ensure that not another service member do. I want my living room furniture replaced with at lease half the value and my mattress set replaced as well. I did not have it this way when sent so I want it back to the way it was.

Business

Response:

Thank you for informing me about the complaint received from one of our military customers through the Revdex.com. I will need to research the entire move as well as the claims process in order to adequately respond.

This will be researched and a reply will be made by April 3rd.

Thank you,

Director of Quality Control

Business

Response:

Dear [redacted],

Review: The military assigned Interstate Moving to move my household goods from [redacted], NY to [redacted], WA. My household goods were picked up from my house in [redacted], NY on May 29, 2014 and sat in a warehouse for 22 days before they were loaded on to a delivery truck on June 20, 2014. The military required Interstate to deliver my goods to [redacted], WA on or before June 30, 2014. Interstate now reports that they will be delivering the goods on July 3, 2014. This is unacceptable that my goods sat in a warehouse for three full weeks before loading them on to a delivery truck and a delivery date of four days late. Traveling across the country to an unknown place is stressful enough and having to live out of suit cases and sleep on the floor of an empty apartment adds on to the stress that I am under with an upcoming deployment.Desired Settlement: Goods should not sit in a warehouse for three weeks before they are loaded on to a truck. A driver should be assigned the shipment upon receipt of the contract with the government and not wait until the shipment is picked up from a residence.

Business

Response:

This customer is correct in his statement concerning the missed delivery date of June 30 and we sincerely regret the inconvenience that this caused this family. We can fully understand the frustration expressed in this complaint and we certainly sympathize with the customer’s position.