International Van Lines

We would like to emphasize that Rick was not only responsive to ALL our questions and requests very promptly by either replying to our emails or calling back upon receiving our voice messages, but also very patient about explaining everything in detail to ensure our understanding. He was articulate and made it easy for us to understand their volume based charges per cubic foot (some companies charge differently by weight) with boxes of small/medium/large and special items in different sizes. Thanks to his upfront clear explanations, we were able to provide relatively accurate information on the numbers and sizes of all our boxes. In addition, he pulled our house on MLS listing with photos while talking to us to make accurate estimate of all pieces of furniture to be moved.

This in turn, according to Rick, made it easier for him to give us a more accurate overall estimate. As a result, there was no unexpected extra charge when the pickup team came. (This is one of the complaints found in online reviews of different moving companies.) And we think the actual cost of the moving is fair compared to quotes from other companies.

Rick’s job did not stop here, He coordinated the whole process very well. Everything happed, in sequence, was exactly as he described. We received an email and phone call from Lisa, the account manager and one of the team members, the day before pick up with all the details. She helped us with minor modification of the number of boxes and finalized the bill. The pickup team arrived within the window frame as specified by Lisa. During the transit, we received emails with updates from Carlina of the dispatch service. We received phone calls from the delivery team 2 days prior to the scheduled delivery.

When the weather changed unexpectedly on the planned unloading day, the delivery team communicated with their main office and got back to us with the decision to postpone unloading to the next day out of concern of possible damage to the furniture in heavy rain. Again, Rick was making the calls for the rearrangement and communicated back to us very promptly. The whole process was seamless. We also would like to mention that both the pickup and delivery teams were very professional and handled all the items with care.

Again, Rick’s job did not stop here, he went above and beyond. We received a call from him during the unloading process and another follow-up call the day after delivery to make sure all was taken care of timely and appropriately. My wife and I expressed our hearty thanks to Rick and his team and we shared our experience with Rick.

We both agreed that it is the team work that satisfies both parties. And the key to working as a team is COMMUNICATION, COMMUNICATION, and COMMUNICATION! But we also would like to emphasize that it’s Rick’s customer-oriented attitude, patience and excellent communication skills that makes him exceptional. As he puts it: “I’m the specialist and you (my customers) are special”. We highly recommend the Relocation Specialist, Rick **, of International Van Lines, to anyone who is planning to move, especially long-distance interstate moving. We also would like to suggest preparing a list of commonly asked questions related to moving before making calls to moving companies.

It was not clear that we have to pay for the tape and other packing materials, Natasha did not prepare us for this as well. On the moving day I called another moving coordinator Nancy, who assured me that it is OK to add one more piece of furniture, which was not true and after that neither Natasha, neither Customer Service were available no matter how many times I called. I also asked Natasha several times what kind of truck to expect, and if this truck will bring our furniture direct to CA or the furniture will be reloaded. I was told that it will be a direct truck, which was not the truth.

Two movers, Freddie and Henry, were very polite, nice and did a good job packing so far. I believe all the misunderstanding and stress could’ve been avoided if the coordinator ( who is in Florida) have more details or connect me with local (WA State) office before move. I will update my review after the furniture arrives to CA.

Once our stuff was on the vessel and landed in Rotterdam, the moving company in the EU was good at least in terms of communication and punctuality. The only thing is I paid over $5000 for DOOR to DOOR service and this moving company in the EU was asking for 100 EUR for an "elevator fee" for using the elevator in our apartment building. I emailed IVL if this is something IVL can pay, but the answer is that "yes I did pay for Door to Door service but" it's in the contract details that says it could change. WFH, when I paid for a door-to-door service, the company should be responsible and take care of it. I am glad I finally got my stuff after almost a year, but it was truly a HORRIBLE experience. DO NOT HIRE IVL FOR INTERNATIONAL MOVES. There are way better options.