International Van Lines

IVL showed up in a nice truck and went to work. We had a total of 6 movers shoe packed everything and was very efficient. It was a straight delivery and everything arrived on time. We had a couple of minor damages, but we filed a claim with insurance and they took care of it. My experience with IVL was positive and I would use them again. My suggestions are to always purchase additional insurance, be very clear with what you’re looking for and always ask for worst case scenarios. Moving is not fun and you should always plan for the worst.

The estimate is supposedly a "binding estimate," but this means absolutely nothing. When the movers arrived in the morning, they said that they were going to have to charge more for various reasons. They did not give me the final amount we needed to pay until after 5pm, when the bank was already closed. Because the amount was nearly double what we'd been told before, we were unable to withdraw enough cash to cover the difference. We attempted Venmo and Zelle payments, but they failed. The mover said that we'd need to meet him the next morning at 10am with a new cashier's check for the new amount. So I woke up the next morning early, left the house with no time for breakfast, back in the car in rush hour traffic to get to the bank. And then he said he had had to go to another city and couldn't meet me. He would contact me later in the day to meet up.

This was our very last day in the state, and we had planned to visit with several friends. Two of those meetings were interrupted trying to meet up with this guy. Finally, we were able to pay him and hop on a plane to our destination. This was 6 weeks ago, and my stuff still has not been delivered to our new house. I provided my delivery address by email on June 25th with no response. I emailed again on July 7th and was told that my request had been sent to dispatch. I emailed again on July 12th with no response. I emailed again on July 15th and was told that my request for an update had been sent to dispatch. I asked for the name and number of someone I could contact in dispatch, and he provided a different phone number.

I sent an email and left a phone message for the dispatch contact on July 15th. No response. I left a phone message on July 16th. No response. I left a phone message on July 17th. No response. I left a phone message on July 19th. No response. I left a phone message on July 20th. No response. I sent an email asking who else I can contact. No response. I left a phone message on July 21st. No response. I left a phone message on July 22nd. No response. Are you noticing a pattern here?

IVL provides absolutely unacceptable customer service. I cannot imagine a worse experience moving. At this point we've been in our empty new house for two weeks. We had to buy a couple of beds, towels, dishes, a small table and chairs, and I'm trying to cook for my family of 4 using only a microwave so that I don't have to buy all new kitchenware. We have no idea when or if our belongings will be delivered at all. If they would ever answer the phone, I'd probably tell them to just dispose of my stuff so I don't have to ever see them again.

Due to their lack of communication and transparency we were unable in such short notice to obtain the service of another moving company. Early Tuesday morning there was no sign of the movers showing up until we got a call closer to the afternoon letting us know they were on their way and there was traffic from another major city over an hour away holding them up.

After a chronic lack of communication and every excuse in the book thrown at us, finally the movers arrived in the afternoon on Tuesday. The first thing they did when they came to the house was inform us that they typically receive a 5-10% cash tip, something we usually honor but have never been presented within such a manner before. A few minutes later they informed us that instead of the $11,000 price that was given during the virtual walkthrough they later told us the price was now $20,000. We did not hide the amount of items we had, in fact we already personally moved 20% of our belongings and furniture. The manager had the gall to tell us this after being three days late and not contacting us appropriately putting us in a very awkward position with the closing and walkthrough of our house happening in mere hours.

After a stressful afternoon we had to go to the bank in order to fulfill the new demands given to us. After all the delays, excuses, and utter lack of communication they had the gall to present us with this information as they were packing our belongings into the truck full well knowing we had no other option due to their lack of transparency. While the workers were very hard working, fast and efficient, at this point due to the delays they were not done in time for the closing and walkthrough and thousands of dollars was withheld by the buyers of our previous home while our property was still in the household with the movers, fortunately we were still able to close on the house.

Further delays happened when some of the trucks left to go to other households to move and they were lost for hours trying to return back and find the location they were previously at that day. After everything was packed into the trucks and the movers left they informed us they would not personally be taking our property to our destination but we would maybe get it by Friday (three days later). When they left and we moved to a new location we were contacted by the owners of our previous home to tell us that the movers forgot to pack drawers and drawers of silverware and appliances that they were directly told multiple times to pack. Fortunately the new owners were understanding and a family member personally picked up these items and drove them tens of hours across the coast to our new residence.

The movers also were not aware that we could understand the language they were communicating in, multiple times they were heard making disparaging comments towards us and scheming about getting us to sign a new contract as soon as possible. All of this to add to the numerous other issues. Perhaps you could look past the purely unprofessional behavior if they fulfilled their contract and delivered us our property in the estimated timeframe of three days, or the latest of seven days; however, it has been twelve days and hundreds of phone calls to every number we had available with not a single return call, voicemail, or message to update us where our missing property is.

Finally after the twelfth day we called the number for an estimation on a move and got to speak to a representative that was not only unprofessional and unable to explain what was happening, but hung up on us when we told us about our experience. The only information she was able to tell us is that the company was backed up and our belongings have not even left the state. At this point we are evaluating every option to proceed. But after dozens of cross country and international moves our family has experienced, we have never had an experience this terrible. We have never been jerked around, bullied, lied to, and left in the dark by a business experience like this ever.

The amount of undue stress caused by this experience has made our move infinitely worse as we sit in an empty home with no word if we will ever see our belongings again. We still don’t have our property, we have still not been contacted. This moving company as far as I can tell is not interested in giving reasonable expectations to customers or fulfilling their duty to deliver goods safely. We will never use this company again or recommend it to anyone we know that values transparent and realistic pricing, punctuality, basic professional behavior, packing and transporting your belongings on time, or the basic decency of communicating issues on the timeline of the move.

--that had at least one member WHO DID NOT WRAP OR PACK ANYTHING for this cross-country move.

This included most of my electronics and small appliances. My very heavy stand mixer was dropped unwrapped upside down in a carton with other small appliances. It broke my food processor and scratched and chipped other things in the box. My Blu-ray player was crushed in a box with gardening pots and supplies. My 2 printers were dropped on top of each other, no protection, in the bottom of a wardrobe box hung with clothing. Dishes and glass shelves were stacked and wrapped in one sheet of paper. There were chips and cracks and broken items everywhere.

In addition, the pack took 2 days instead of one--the crew (very good) in New Hampshire who moved me in said that there was an excessive use of tape and boxes--that these "professionals" were padding their hours. This crew could not believe the quality of the work they saw. In addition to the breakage and damage, one box was completely lost. They said they looked for it and sent me a communication about it which I never received. When I asked for that to be resent, I received nothing. I have to follow the rules to file a claim. It won't be worth it monetarily. What I would really like is my packing fee refunded since I received no packing on at least 1/3 of my possessions. All I can say is learn from my experience. DO NOT MOVE WITH IVL, especially from the Midwest. I have moved cross-country three times and this was the absolute worst.

At the time I contracted with IVL, I had extensive and explicit discussions with Justin in regards to my delivery date expectation. I was told they do not guarantee dates but give a 3 day window. The contracted conversation with their booking specialist was that they would pick up my stuff on 25/26 May in Virginia to be delivered in Texas within the agreed upon window of 17-19 June. (22-24 days should be plenty or so one would think) However a few minutes after the booking conversation, I received the contract by email and saw the 21 day standard language. I called the booking specialist back and I was assured that as with all contracts this was standard language that was printed on all contracts to safeguard for extenuating circumstances such as natural disaster, truck break-down/accidents etc. but was told the 3 day window (17-19 June) superseded that and I could disregard or so I thought.

IVL would then go on to apparently subcontract with American Knights Van Lines, which I was never advised they would do. Had I know that, I would have NEVER contracted IVL. I went with IVL because they were very highly rated. This must be another industry where you can buy your rating. Due to the horrendous customer service and blatant lies being told to me at every step of the way, I can say I have spoken to almost every level of management within the company only to get the same terrible treatment and for them to hide behind their lies. Their customer service has been completely inept at their job.

On the day of pack-out American Knights (which is an absolutely HORRIBLE company) showed up and my "binding estimate" increased by more than $10k and was told take it or leave it. They know you won't leave it because it most likely too late for you to re-contract with another carrier. So you're stuck and they know - scam artists). I was informed that they (American Knights) does not guarantee delivery dates and the dates I requested for delivery is what they refer to as "first date of availability". At NO TIME prior to 3/4 of my shipment already being loaded on their truck did they communicate that. The driver goes on to state that the "standard language" of 21 days from "1st date of availability" is what they WILL use and that nothing in the contact negotiation discussions will be honored and they WILL tell you to take it up with IVL. Which I did, only to be told they will "make every effort to deliver on your 1st date of availability. "

There is very little IVL will/can do and you will not be at the complete mercy of American Knights Van lines. [Just for clarity, for example, you ask for your stuff to be delivered 15 June, they can choose whenever the hell they want to deliver it between 15 June and 6 July. They hide behind this crap and must be the only industry that you pays tens of thousands of dollars to and they can do whatever the hell they want and show up whenever the hell they want.] Then when you call (because they never call you), they will tell you, "We will be there tomorrow between 10 and 11." Then 11 comes and goes, you call back only to be told, "oh the driver got mixed up, he wont be there until tomorrow," and so on and so on. I cannot describe to you just what a nightmare this entire process has been. Do yourself a favor and DO NOT contract with IVL or America Knights.