International Van Lines

Took them 17 hours to pack and load truck. Stayed until after 1 am 2 nights in a row (originally told would take 5-7 hours total). Did not use picture boxes or TV boxes as we were told would be used by Ryan ** and Moving Masters (1 nice painting wrapped in bubble wrap and stuffed in wardrobe box). IVL unreachable by phone or email to verify if these movers were in fact associated with IVL. Called Moving Masters and we were told they did not know IVL and were unaware of our move. 2 additional 'movers' arrived the evening of the 2nd day and said he was not there earlier because job was not posted on Craigslist. I had to pay them 10 dollars because Moving Masters mover did not have enough cash. Movers left without me signing paperwork or giving me an inventory list (had to drive to a gas station to pick up the list from them). Inventory list was inaccurate.

Karen (Ryan’s assistant) and Ryan did not answer many of my calls despite Karen telling me several times she would call back. Requested our things to be delivered to new city on August 7th. Despite us telling them we would be out of town, they arrived on August 1st. They were delivered by a different moving company (Not Moving Masters). Were told our things were in warehouse in Chicago, IL when in fact it was in our previous city the entire time. The movers that delivered our things to the new city actually called us to get the storage locker code from us. We did not know the code because it was never given to us. Final price requested: 6,285.50 (although we never agreed to or signed a new binding estimate.)

We felt very misled by IVL throughout the process. They initially were very friendly and answered phone calls promptly. After there were multiple issues with the move, they were very difficult to contact. Spoke with managers as well with one manager stating “I have listened to you for 10 minutes. Can I please speak now?” They also told me IVL was only paid to find us a mover and they were being “nice” to even answer our phone calls now because they do not have to do that. I hope this review can help prevent others from having a bad experience during their move.

A quick summary of issues is bulleted here, feel free to read about the issues in further detail below. Sales rep promising a delivery date that the items weren't delivered during. The Manager promising another [later] delivery time that wasn't followed either. Management then communicating several other timeframes that weren't met. Movers created hundreds of dollars of damage to multiple items. Management saying that the delivery will be leaving on one day on a truck by itself, then the movers informed me that items actually left the warehouse multiple days later with several other loads.

The office/"customer service" rarely picks up their phone and likely blocks you if you call consistently trying to find out where your items are. Movers up-charging above the "Binding" contract after poorly packing and not disassembling items in order to increase the number of boxes needed [Note: The contract says they disassemble and reassemble basic furniture which they did not do.] Movers/packers showed up late [after rescheduling 2x] and weren't prepared for the move/didn't have all the materials they needed to pack the items. Truck drivers being dishonest and saying they are headed your way when they are not - also communicating incorrect "expected" delivery times.

As we're waiting for our furniture in WA home, no one gave us any updates and Ryan or Kathy never answered the phone or responded to our emails. Customer service rep LeKale is the only one who responded to our emails. When the 1st shipment arrived, the driver asked for the remaining balance upfront, but at the end, the driver said he forgot to tell us that he didn't bring everything and doesn't know when our rest of the stuff will arrive. We waited 2 more weeks to get our belongings, but all furniture got partially or fully damaged or didn't show up at all. The driver for the 2nd shipment said he needs to charge extra to unload our piano because it's a heavy item. We told him that it's been paid for already, but he wouldn't do it without an extra fee for our piano. We paid him. We've moved 30 times in the past, and this is the most stressful move by far.

In Alabama, the driver called to say he would deliver my belongings on June 7. I was unable to accept delivery on June 7th because I could not get the addition $1100 until June 8. George called the morning of the 8th and asked if I had refused delivery. He told me the truck (with my belongings) was on its way to Atlanta, where my belongings would be off-loaded, stored, and in 2 weeks or more reloaded and delivered to me. He also told me I would be charged for the off-loading, storage, and reloading. George did manage to get the truck turned back and my belongings were delivered on the 8th. The whole experience was a nightmare and I would NOT recommend IVL movers.

So many items were broken, TVs, tables, dishes. They wrapped loose small items in my sheet sets and shoved them in boxes, so the fun surprises of stuff literally spilling out into the floor when we unwrapped the sheets was lovely. We had a giant safe that we were told would be handled with care. So you can imagine our dismay as we watched them FLIP it end over end down the driveway. As my husband yelled and tried to stop them. But it was too late. The damage was done. The hardwood floor was gouged in the process.

They left all their coke cans in our house, garbage everywhere and even spilled coke in the floor and just left it there. I have never in my life been more upset with a company in my life. Now in the process of claims and I can already tell it isn't going to be a smooth process of getting our money for broken items. Broken items aside, the whole process was just stomach turning for us. Horrible, horrible care for their customer's space and possessions. Stay far, far away.

We agreed that they would be in FLA in 3 days... TWELVE days later I am still waiting for my belongings and I am instructed to have an additional $1448 CASH if the delivery crew is to unload the van. When they do answer your calls they could care less about what belongings you need and expect to function. My advice: BUYER BEWARE or get a U-Haul and pay some friends! Don't use this company if you have any money or time concerns!!!

When myself or my husband would call to get an update on the move, on the rare occasion someone answered their phone, we were told by both Ryan and his assistant Karen they would call us by within a hour- NOBODY EVER RETURNED OUR CALLS... EVER, only until we were given a 12 hour heads up they were arriving. On the same note of non-communication, I also updated my inventory list to Karen prior to the move, again with no response, and the movers arrived with an incorrect moving list- all of which equated to an additional over $800 in moving costs (apparently a few extra boxes is worth that amount). The moral of the story- DO NOT USE THIS SERVICE, THEY ARE THE ABSOLUTE WORST.

They gave me a 3 day window for delivery and told me someone would be calling me that day with a more proximate day and time; however, I never received a call until two days later when the movers called to let me know they were in the area and wanting to deliver within in the hour, which wasn't convenient for me without the proper notice, and it was after 5 p.m. I live in a downtown area in a secure building that is not public accessible after hours. Additionally, the freight zone to ensure a more convenient loading/unloading process is limited to daytime hours. If they would have called in advance all of these matters could have been communicated and addressed.

Yet, they insisted on delivering my items that evening due to other jobs in another state the next morning. The movers arrived after 8 p.m. they wrapped at 11 p.m. They were inefficient and ill-prepared. On top of that, they lost my television in which they packed at pick-up. Since I have reported my television missing I have only received one email from the company. There hasn't been any follow-up, nor options for resolution. I am continuously having to stalk them. I am extremely frustrated. I chose the company based on previous reviews, which was a mistake.

One aspect of this insufficient communication that was very upsetting was the fact that IVL did not have a clear understanding of our two-part move, due to Ryan’s rushed manner on the phone at the time of booking the move. Trying to get this issue resolved was quite stressful due to the fact that individuals at IVL are rather reluctant to receive or return phone calls in a timely manner. To say that customer service is lacking with the company is an understatement! This coupled with the hidden fees, misinformation, and evasiveness of the employees from the top down made our move a stressful and difficult experience.

Long story: I picked the company based on the reviews on the internet and I believe it’s my obligation to come and make everyone aware of their POOR service. I moved from Missouri to California, and I wanted my furniture arrive ASAP. First when I talked on the phone, they told me it would take a week and in worst case might be two weeks. When I got my contract I see it was mentioned 7-21 business days. I called back but this time they assured me that’s formal contract and they can’t write less than that because they don’t have control on moving truck if it gets flat tire or etc. but they said they will put a note to expedite the whole process. This was a LIE!!!

3+ weeks passed I have not heard back anything and when I called they said my stuff was sitting in a storage in Chicago for 3 ** weeks!!! After couple days I called back and they set a delivery for the weekend. The driver called and scheduled my delivery for the Sunday but again couple hours later he called and canceled. He scheduled it back for Monday which I was supposed to work so I asked him to give me a window so I take couple hours off from work. He didn’t show up on that time, and called and rescheduled again!!! Till this point it was all good compare to the rest. All my furniture's screws was taped to my bed. Believe me it was taped very well. But so conveniently when my stuff arrived there was no screw!!! So I am left with useless pieces of wood, which is technically trash. My China was broken. They lost a big suitcase. All my tables were scratched. My tv table doesn’t have a leg anymore!!!

The driver who was moved everything to my apartment, was throwing all the boxes right in front of my eyes. And he damaged my wall in the apartment as well!!! Can you believe this!!! Besides this I called to complain about the drivers bad behavior and the customer service started yelling at me. :))) If you want to pay to someone to make a trash and deliver it to you go ahead, otherwise don’t make my mistake. Don’t get fooled with the good reviews in the internet.

The trucker they hired to bring our shipping container to the door showed up 8 hours late because of mechanical problems. (The driver told us that the trucking company was trying to save costs by using cheap diesel fuel that would not work in cold northeast winters.) As a result, my costs went up by $300 because the crew of four guys that I had hired to help load the container had to wait idly for several hours. (The truck was always "almost there" and would show up in "fifteen minutes".) Because of the delay, the container with its chassis was away from the seaport for a couple of days, and IVL/OSI would like me to pay an extra $100 per day chassis rental fee. (So far I have refused.) Tolls are not typically included. They may be as much as $100

Scale fees for the truck are not included ($150 in my case). iv) If the delivery of the goods at point B is more difficult in any way, there may be an additional $500 charge. For example, the delivery service may charge if they have to carry goods more than 20 meters, or if they need to shuttle the goods from the container to your house using a smaller truck, or if your house has more than two stories. In conclusion, if you have been reading carefully, you will have noticed that the final bill could be as much as $1000 more than the initial estimate.

The information about which ship the container would be on and when the container needed to be at the port was constantly changing. Apparently, the initial container ship was overbooked, which caused the week delay in the shipment of our goods. IVL/OSI is not particularly nice to its employees. When we pointed out that toll fees were in our contract, they claimed it was an error by one of their employees. They docked his pay by $72 to give us our money back.

They respond to complaints about billing with threats. Here is part of their response to my complaint on the Better Business Bureau website, "[T]he sea container has or is due to arrive very shortly, if the invoice is not paid quickly, the port will place a hold on the sea container, and not release the container to the agent in the UK, and the steamship will begin to accrue daily charges to the shippers account, called "Demurrage", and the port will accrue "Port Storage" fees up until the day the sea container is removed from the port.

Depending on the steamship line, these charges can go as high as $150 per day, since their equipment (container) is being held stagnant, while they need their equipment back quickly to place back in circulation, as since this is the way they generate their revenue. In closing, we wouldn't want the shipper to be injured like this, so the shipper must check his email quickly to view and pay the revised invoice with the toll fees removed." It may well be that other international moving companies are simply worse than this one, but my personal experience with this one has not been inspiring.

My stuff was to be stored for 2 weeks until closing. I notified them of the date and they now said I owed 8000.00 more. Held my stuff hostage until I paid and there was significant damage and loss. I contacted a lawyer and AMFA. They said it would cost more to fight this than they would give in compensation. Totally shameful experience and rogue manipulation.

In April, IVL came to our house with three men (Serge was the driver) and picked up about 90 boxes that I packed and put them in storage. They had an IVL truck and Serge wore an IVL shirt. This is the last time I saw IVL logos on any trucks or uniforms. Our home in Winter Park closed on June 19, 2017 and on June 16, 2017 IVL came to pick up our remaining furniture and put them in storage until our home in South Carolina was ready for us. The truck was not an IVL truck, but a rented truck and four men came including the driver—Serge.

We were expecting them at 9-10 am—Sean the dispatcher said they would leave early and be at our house in this timeframe. The non-IVL truck showed up at about 2:00 pm. The person assigned to pack everything breakable (this was in the agreement) had never packed before (I distinctly heard him ask another of the men how to do the packing). When I unpacked the fine crystal wine goblets, two of them were next to each other wrapped in one sheet of wrapping paper (whereas this person used so much wrapping paper on things not likely to break)!

There were just four items I wanted crated because they were so fragile: Two antique mirrors, another unique mirror made from plaster of Paris, and a marble top for the dresser in our master bedroom. To me crating was using wood on the outside and very carefully wrapped in good materials to absorb shocks and jars from the moving process. These items were put into cardboard only—when I asked Serge why he didn’t used wood he said this was how they CRATE! When Serge finished “crating” the antique mirror we received as a wedding present, I picked a piece of it off the floor and put it away to be repaired after the move-in.

Later in the move-out, it started to rain and these men in no way tried to protect my flooring and as a result the carpeting was a mess and they scuffed the wood floor and marked the walls. The truck used to move a 4-bedroom house was not large enough to hold all our things—we had to give away the following items: a Metal Lathe, a jewelry armoire, a floor lamp. My husband was really upset about losing the metal lathe. They rushed the move because they were all calling their family and friends and insisted they had to get back by a certain time.

We asked for the move-in to be done on December 19, but the house wasn’t ready and so we cancelled it and rescheduled for December 28th. I was informed by Sean that when I cancelled that it was no big deal because my things were already in South Carolina. He was annoyed I rescheduled and that his timeframe is more important than mine. I can understand this, but I’m the customer and their customer service is really poor—I know, because I did Customer Service for years and never treated a customer as I was treated by IVL. When I contacted Jeremy ** from IVL, every discussion always ended up by him lecturing me and making me feel as though I was a completely unreasonable person.

I received a call from Sean on Dec 26 to tell me about the delivery plans for the move-in on December 28th and to inform me that MS Relocation would be doing the actual delivery. I missed a call from MS Relocation on December 27th because I was in a plane on the way back from New York. I returned the call about an hour later and was told by Danny (**) that the delivery would be the following day around 12-2pm. On December 28th at 10:40 am I called Danny to find out how the delivery was looking and he told me they were 10 minutes away. Mike (**) the driver and the person in charge from MS Relocation was called at 3:19 pm and told me he would be there in about an hour and was just crossing the South Carolina state line.

I called Danny and told him that I thought it would be too late to do the delivery and that it would be dark soon and he assured me that there were 4 men and it would be much faster than normal. 2 men showed up in two trucks at 4:30 pm! I was assured by Sean that there would be a kit to protect my new floors and walls and nothing was provided by IVL—my husband put cardboard on the floors and instructed them how to bring the items in to do the least damage to the house and items.

By 9:00 pm we were so upset with the entire ordeal, that we wanted them to just finish and leave us alone. They finished at 1:30 am the next morning after telling us when we asked them to put the beds and piano together, that they don’t do that and that it is the job of the homeowner to remove the cardboard and tape left over from the move. No boxes were unpacked, just the furniture was unwrapped. We are not neophytes at moving and have moved before and never have been treated so rudely and lied to so much. I need a bed to sleep in and my grand piano put together as soon as possible.

At this writing, no one from IVL has called me. I called Jeremy ** and was told to call a handyman to put the piano together and that he would discount it to me. What discount is he talking about—we paid everything in full and at no time did we ever give them a minute's worry about the monies owed to them. WE PAID PROMPTLY FOR EVERYTHING! As an aside, Dana from their accounting department would send me emails for the first few months our items were in storage asking for the storage fee due. I told her it was sent and she wrote me back saying that she found the payment and it was at the company before she knew it—they are not very organized if this is the case.

Turns out my things didn't even leave CA until some time after 10/1/17. Now, after several request letters and unreturned phone calls, I still have not received the promised compensation for the delay. Unless I go to Florida to file a small claims suit, I am left without recourse. DO NOT USE INTERNATIONAL VAN LINES OR HONEST AND TRUE MOVERS. THEY WILL UPCHARGE YOU, LIE TO YOU AND NOT HONOR THEIR OWN CONTRACT. Horrible experience!!! I have given up any hope of obtaining any satisfaction or money from these people, so I am writing this review in the hope that others will learn from my experience and thus avoid the stress and frustration I was subjected to.

The thing that was aggravating is that my friend was in Gainsville and that’s where I’m staying right now. International Van Lines was supposed to do a pick up with my truck since he doesn’t have that much stuff to take and then we were going to have the combined move. For some reason, they took my stuff all the way down. I was moving to Venice, Florida and they took it down there. The whole price changed for his move since they have to come all the way up to Gainsville and then back down again. It was a bit of a price difference and I was not happy about that. Ryan, the gentleman who set this whole thing up, has not called me back. Right now, I have Karen who's been trying to be very helpful but it’s been hard since she wasn’t the one that originally told us about the pickup in Gainsville. I’ve tried several times calling Ryan and he doesn’t recall phone calls. So, I’m very unpleased with him and things have not gone smoothly.