International Van Lines Reviews

Living in a high-rise apartment complex, this delay presented challenges with securing an elevator in my building since the freight elevator needs to be booked in advance. My items were picked up on 6/24 and as I write this review on 7/12, I still have not received a delivery estimate. I have paid for my move in full, but cannot reach anyone to discuss when I can expect an update. No one answers the phone or answers email. Terrible company. Don't believe the lies about great customer service. 0/10. I would never use International Van Lines for another move. I do not recommend this company.

Original Review: July 12, 2022

DO NOT USE THIS COMPANY!!! They make a lot of promises/guarantees that are not kept. We were given a 2-day guaranteed window for pickup of our items- The day before the window started we were told the movers would come on Day 1. After the window on Day 1 had opened, we were told that they had to bump our move to the morning Day 2 of the window. By the afternoon on Day 2, we had not heard from anyone at IVL or the carrier that they contracted our move out to; nobody at IVL answered the phone despite multiple calls, voicemails, and emails, and we were never provided contact information from the contracted carrier.

The movers finally showed up after 6pm on Day 2, but said they could ‘only wrap’ our furniture but not load the truck since they’d already worked too much that day. They ultimately did not finish loading our truck until Day 3 (despite our ‘guaranteed’ 2-day window). Not only that, but after everything was loaded on the truck, they decided we needed to pay another thousand dollars since ‘it looked like we went over the limit’… very predatory since we were not in a position to tell them ‘no’ and start from scratch! The movers even told us that companies like IVL will give low quotes to suck people in, even though they’ll end up paying more once it’s too late.

After this ordeal, it has been like pulling teeth trying to get someone from IVL to talk to us. We’ve tried calling multiple people in their company and leaving voicemails, as well as sending emails, all of which have still not been responded to weeks later! Do yourself a favor and AVOID THIS COMPANY!!! Despite their good ratings, read through actual customer reviews on trusted websites like the Better Business Bureau, Consumer Affairs, Yelp, etc. to know what you can truly expect.

What's worse - given I was notified just 2 days before the move, I'd ALREADY made my insurance decision based on belief IVL would be handling my move directly. My move was 6 weeks late with several fully missing items (value: well over $1000) that were never recovered. Working with IVL to get so much as an update on where my things were was absolute hell that probably took years off my life. IVL is a dishonest company that claims to be something they are not, in order to profit off your trust (that they will then abuse). I worked with Melissa (sales), Jason (ops), Daisja (compliance), Julie (compliance), and also emailed the company founders (Josh and Jay). I've seen this company for what it is. I have full receipts of all communication as proof of their negligence and incompetence. Absolutely do not give them your business.

Long story short, it took 25 days of miserable calling, poor customer support and “you will get your shipment when we are ready” attitude. Had we been treated humanely, I actually would have understood this delay. However, a few things frustrated me: IVL was a broker in my case without me knowing. I paid 2500 to them and they hired a company with the worst reviews I could find on Google and one I actively avoided (AMS transportation, to whom I paid 3500). I would not have minded this if I was told about this at the time I signed the contract as when these smaller companies work for larger companies, they tend to behave better.

I complained to Nico about this delay and the unresponsiveness of AMS. Nico was nice enough on the phone and over email and also said the timeline is ridiculous for a 500 mile trip, he will find out what is going on and get back to me. He did not get back to me on all 3 occasions where he promised to investigate what is going on. I was told when signing the final contract on my moving day that the “shipping delivery date” should be left empty as the exact date cannot be specified. But if I had discussed something with the dispatch, it will be honored. 25 days later, I saw this same contract that I signed and I now see “carrier’s convenience” written over the delivery date.

Long story short, my experience was that IVL is a broker who takes a large sum of money without providing adequate support or responsibility of their hired company. Once they have your money and furniture, they don’t care at all as the chance for repeat business in this industry is low anyways. If you have no choice but to go with IVL, I would advise that: you do not make the full payment until your goods are delivered. Write in every empty part of the contract as they will write things in there AFTER you have signed. Once you have signed, request a copy of the contract to avoid these illegal alterations.

When a crew finally showed up, of the three who did our packing, only one seemed to have a grasp of proper ways to do so. The others seemed untrained and unaware of how to handle things. They also arrived with a truck much too small for the job so it had to be done over two days. We waited in a half-packed house while the moving crew drove the first batch to storage, unloaded, and came back with the same truck.

When Cosmos finally scheduled delivery, only half of our belongings arrived. In addition to being disappointed and upset for obvious reasons, we thought paying only half the delivery balance was entirely reasonable. When the driver phoned his boss to discuss this point, the boss told us if we didn’t pay up, he’d have our belongings “thrown in a river somewhere.” Seriously.

In addition, we had no advanced notice of delivery from Cosmos only a call from the driver saying they were an hour out. To get the second half of our belongings, about 3 weeks later, we had to contact the packing crew directly as the office staff were entirely unhelpful. Though all mattresses were to be wrapped, the only one that was had been done in advance by us. ALL others were received uncovered. Some came ripped and dirty, as did box springs.

Closet boxes were filled 2/3 with other items in the bottom so clothing on hangers arrived crushed and crumpled; some of these boxes were packed with shoes so the clothing was also dirty.

Clothes that were neatly folded and in drawers were dumped randomly into boxes with other items. We received all the packed clothing rumpled, wadded, and wrinkled. Picture frames were stored under large and heavy piles of linens and came with frames and glass broken. Shelves and free-standing mirror were left poorly reassembled and wobbly. Several wood and wicker items were packed with items much too heavy for them to hold; they arrived cracked, damaged, and/or crushed. Overall, this is a very small sample of the damages and frustration we suffered at the hands of Cosmos Van Lines. Do yourselves a favor and stay away from both companies.

We would like to share our experience with CEO of International Van Lines Josh Morales. Per his bio on the website, “I’m always open to speaking with customers regarding any issue and will always do my best to fix the problem.” While that sounds reassuring on the website, good luck finding an email to request assistance or getting customer service to respond to multiple inquiries. Josh, if you are out there and listening, please contact us! We are still sleeping on the floor. You need to understand what is going on at ground level. There are other concerns I would like to share with Josh Morales outside of a public post as to what your customers are faced with using IVL. Josh….Please call us!

On the day of packing the movers charged us $800 more and they didn't take the bed because they said it'll cost $200 more to take that!!! After 21 days our stuff arrived and we realized two of my handbags are missing (a Kate Spade and a Michael Kors). The workout equipment charger is smashed!! One of my shoes has only one pair now! So basically the movers just charged us 5k to lose and destroy our stuff!

My experience from the get-go was awful. First I told them they needed to get a parking permit for Chicago. This comes from the city and would block the parking in front of my house on the day of the move so that no one can park there minus my movers or you could get towed. They told me the customer is responsible for that. Nope. Not in Chicago. You are not allowed to request that kind of no parking permit as a regular resident - the moving company has to do it. It’s clear on the City’s website and I even called to check (and confirmed IVL had an account already with the city making this process even more easy).

I told them that and then it was like - oh yeah, we reached out to our person and Chicago and you’re right. So they said they would handle it. 1 day before the move I get a call that the movers were coming the next day. “Where’s the parking permit?” I ask. After some back and forth they tell me they thought I was getting it and there had been a misunderstanding. WTF?! Luckily, I live on a pretty wide 1-way street in the city and I asked my neighbors if they would mind moving their cars for my movers. If I hadn’t had this particular situation, it could have been a nightmare. As you can see, things aren’t going well and we haven’t even made it out of Chicago.

Fast forward to 3 months later when I am ready to have my items delivered to me in NYC. I live in a midrise building in NYC. I was told I needed a certificate of insurance from the movers (a very, very common request). I told IVL about this a month in advance of the delivery. Considering how badly they mucked up the pick up I figured the more time I give them, the better. Here is how that whole process went:

4) day before - mover calls me and tells me he can deliver as soon as Saturday. Remember that other requirement???? No weekend delivery. Guess no one told him. I tell him and I tell him I have no COI so we cannot schedule the delivery yet.

I know this is a godawful long review so I’ll try to wrap it up now. I literally asked for a COI at least 5x from different people. They literally kept asking me to send them the requirements as if they had never heard of it before. Not kidding. I was calling and emailing constantly over a 24-48 hour timeframe as I was driving to NYC. I had to take on the job of coordinating with the delivery guy because no one was doing their job. I finally got that COI at 5:30pm on a Friday night. I had to beg my building manager to review it over the weekend so that the mover could come on Monday. Oh and there were all kinds of extra charges that the delivery guy charged me that was never mentioned up front when I signed my contract.

It all ended up kind of okay in that I got my stuff and it was generally in okay shape. But the move only happened because I did their job for them. I paid them to coordinate this move and I did all the coordination. They are seriously the biggest bunch of incompetent people I’ve ever dealt with. And no one ever followed up to ask me how the move went, if the COI was ironed out, how my experience was, etc. I think it’s pretty obvious why this company doesn’t ask for reviews.

Moving is one of the most stressful things you can do. They made it 100x more stressful. I would never recommend this company to anyone - unless you enjoy stress, wasting your time saying the same thing over and over again to a brick wall, and calling and checking your email every 10 minutes praying someone will do their job and help you.

I itemized every piece of furniture and item I had in my house and it was on their contracted inventory. Yet the day of the move the mover would not take my items claiming there was no space despite them being on the inventory. They tried to force me sign an agreement to pay more to move items I had told them about. The company is trying to claim that that my items are oversized and trust me when I say they are not. They did not pack an entire room of my home despite paying for packing service. After the truck was loaded, I could not get any response on my inquiry for a delivery update for over a week and a half and then I was given less than 24h notice prior to the delivery.

The moving company they outsourced to was rude and unprofessional. Their cost was the highest bid I received but because they could confirm a pickup date I went with them. Stupidly I thought I was also paying for quality service but I was so badly mistaken. I filed a complaint and they have completely ignored all the information I gave them and dismissed me. I am fortunate that I had options and wasn't stuck being forced to pay an extra $5000 the day of the move. This company will lie to you and try to extort money from you the day of the move. Do not hire them. It is not worth it, you are better off selling everything you own and starting over.

We attempted to submit a claim for damaged goods, however, IVL's claim system never showed that we sent our claim in even after receiving an "Acknowledgment Email". The customer service representative's only response was the acknowledgment email " must have been a glitch". The claim system is somewhat cumbersome to begin with, then to receive a response like that, made the whole experience even worse.

When you are first signing that contract the salesperson does not once mention the potential for outsourcing and downplays the possibility of a delay, saying the secondary date is just in case but not likely to happen. They have the audacity to move your date out, but that does not apply to your cancellation window. You can only cancel 48 hours before first move date you wanted, not what they push you to.

Based on what I’ve seen get out as soon as you can, take some time to really do some research and read some verified reviews on Consumer Affairs and the Better Business Bureau. CANCEL their services the second you think something is off and get your money back. I am discussing course of action with a business lawyer about a Deceptive Business Practice claim, anyone that has had a similar experience should as well.

Surfboard had holes, cracked tip. Armoire had a massive chunk removed from the wood facing. An original oil painting had slashes through it as if a forklift had punctured the canvas. Unique, one of a kind furniture was ruined, missing legs, wood grain damaged. Boxes were smashed, gaping holes, boxes missing. I was in shock, the people unloading the truck were in shock, and I when I called the moving company, nobody would take my call. Daisja ** was my contact at Int'l Van Lines, she was rude, made promises she never kept, and was actually belligerent at the end of our dealings. Jen was my contact at Safeway, she just simply wouldn't respond to me. Not a single person apologized. And after waiting for almost four months on my $23K claim, they've offered $292. I have over 100 pictures and witness statements to back this review.

They do not operate with honesty or integrity and couldn't care less about when or if you receive your items that you pay them a lot of money to move. The worst experience I've ever had as a customer of any company, including used car dealerships. AVOID THEM! Thousands of terrible reviews are the only proof you need, check the BBB website in Coral Gables FL. for more facts about this company and the experience you will have if you fall for their fake accolades like I did.

In short, I reached out to my 2 account managers that were in charge of my move and after 2 emails to each of them as well as leaving 2 voicemails for each of them...neither would reply to my emails or give me a callback. I continued to reach out to anyone I could eventually receiving an email from the claims department once I reported the incident with BBB, however, of all the damages and missing item they state I am only entitled to $168!!! Are they kidding?!?! Nope, they aren't. I even provided photos of the 2 guys that were packing and loading my things. The one guy which was to be documenting and tagging all item was Facetiming with his family the whole time while the other guy was off in another room packing and loading the truck prior to anything being tagged. Trying to confirm items being delivered was impossible. Nothing matched on the checkoff list.

I finally reached out to a law firm but what it will cost me to hire an attorney outweighs the loss and, of course, does not come with any guarantees. It's terrible how they work. Unprofessional, rude, and don't appreciate their customers. It's, unfortunately, ONLY about the money. And those that work with IVL must have no heart of conscience since they reject claims just because that's their job. Lesson learned....ratings mean nothing! I will continue to move my things on my own!

IVL or any other moving company are not to be trusted. They will not take any responsible for damages or loss item and, per the law firm, there are so many lawsuits against moving companies that they simply don't even care. Most will even ignore letters sent by attorneys. I've been offered $400 to close my complaint due to the claim process could take 30-90 days. I've agreed to this so I can put this all behind me but now I can't even get them to provide me the release to close end this so I can move one. THINK TWICE...about hiring any professional moving company. If you are able and capable to do it yourself that is what you need to consider.

Packing day arrives - truck driver in a regular moving truck (not the semi I expected), and 3 "professional" packers that had absolutely no idea what they were doing. Turns out, they packed everything, including many food items on the "prohibited list" (that was quite a ripe box to open after 3 months of storage in the humid and hot south). About 3/4 into the day, the drivers tells me "we need a bigger truck" (duh) and they proceed to move stuff to a local warehouse (where I suspect it was also stored for us) vs. the "temperature controlled" warehouse I thought I was getting. Anyway, all packed up and we head to our final destination to look for a new house. I enquire about the amount of packing we did vs. our "professional" packers and what kind of cost deduction I could see...crickets. Turns out ALL of the items we self packed arrived with no issues, not so for the stuff packed by our "professionals".

Once we found a new house and I communicated our closing date, I got bounced between IVL and our "contracted" company (Cosmos Transport). Not hearing a delivery date, I enquired once again and got a "WE'LL NOTIFY YOU WHEN WE ARE READY" email, yes, all caps. Delivery day, truck shows as planned and again, "professional" helpers that had no clue about moving stuff into a house. Then the fun begins - broken dining room chair, chipped china cabinet, gouges in the wall, etc. Start to unpack stuff and find what I call the "box o pots", all pots and pans, no paper, just thrown in. Discover that an entire dishpack with wife's cooking stuff (mixing bowls, rolling pins, mixer, etc) is missing - we are convinced that in the process of moving in/out of storage the box broke open and they said "** it" and left the stuff there.

Final thought - use the name brands that use only their own people and vehicles, I wish I had. If you are considering IVL - run, very fast

Our repeated calls to International Van Lines went unanswered. I later found out that this is the practice of International Van Lines. After their "sub-contracted" movers begin the loading process, they flag the customers' phone numbers and will not answer the customer tries to call. They sub-contract all of their work. All of their sub-contractors drive 26' rental trucks because the driver does not have to have a CDL (Commercial Drivers License). They are a Florida-based company (only). They do not have any offices or moving facilities other than the one that is Florida-based. As far as I have been able to determine, International Van Lines does not own ONE truck.

In short, I ended up paying much more than originally quoted and part of my property was left in New Jersey. Thank GOD I work for the US DOD. This move was work-related and I have been assigned an attorney based in Florida. We have finished our homework on this SHAM company and will be filing my lawsuit in the next three weeks. They have SCAMMED many people and it is my intent to SHUT THIS CRIMINAL ENTERPRISE DOWN.

Working with IVL. The initial estimate we received on the fly was $9500(+/-). This would include a “full service” move where movers would load everything we have and relocate all our belongings from California to Texas. Delivery would likely take place in 2-10 days. The next step was to get a more accurate estimate. In doing so, I was asked to walk from room to room and state “what won’t fit in a box” and at the end, we were asked for a “total box count”. These two requests are what was used to get us a more accurate estimate. In doing so, it brought our price down to $8000(+/-). A $2500 deposit was collected at this time.

At this point, all of our correspondence had been handled by a “Relocation Specialist”. After paying our initial $2500 deposit, we were then assigned an “Account Manager” that was to be our point of contact to help us along the way regarding our move. So they said. Over the next 48 hours our box count increased as we were still packing. Per their request, we gave an updated box count the day before they arrived and our new estimate escalated up to $10,454 for seemingly an insignificant amount of additional boxes. We paid another $576 deposit because of the increase in box count.

The evening before we they were to arrive we received an obscure, unformatted email from a different moving company (LD Moving & Storage) stating their time of arrival the following morning. Almost at the same time the email arrived, we received a call from a rude person at LD Moving & Storage stating we needed to have $3682 in cash, money order or cashier's check ready for the driver. It literally felt like we were being robbed of money. I questioned who they were and who our original contract was with and they assured me they were the same company. Rest assured, it was very unsettling having someone other than IVL contacting us, asking for $3682. Cash.

In digging further that evening, it was clear that IVL had sub-contracted us to a company with only 1.8 star reviews. After reading the reviews for LD Moving & Storage, we were now concerned about our items getting damaged or making it there at all. I reached out to our Account Manager, addressed our concerns and she assured me that all of their “partners” are properly vetted, etc. I clearly caught her off-guard and she rebutted my concerns with senseless fluff, hoping to put my mind at ease. She didn’t. This was the first and last correspondence with our Account Manager.

The morning of pickup, a standard moving truck arrives – NOT the semi-truck we expected to see taking our house cross-country. Our belongings were now to be loaded onto this smaller truck, then later unloaded and reloaded onto the actual semi-truck which was International Van Lines. This means our belongings were being moved twice, before they even left the state.

The bigger shock was once LD Moving & Storage was on-site and assessed what was to be moved, the price went up again to a total of $13,625. They recalculated all our belongings and felt it was more than what was originally quoted to IVL. Given that we had to be out of our house and they were already there, we had no choice but to move forward. We were then told our delivery would be in 2-30 days (possibly 20 days longer than quoted).

A little over a week, we received a call from another new person – the driver for IVL. He said they were in Austin and would deliver in 1-3 days. He also expressed concern that they would not be able to get a semi-truck down our street and we would need to pay another $1700 for a shuttle service. The shuttle would then move our belongings from the semi-truck, back to a smaller moving truck and then to our house. So now, our belongings had been loaded/unloaded yet another time, leaving more room for damage to take place.

I had insisted that semi-trucks (especially moving) routinely park on the street to move people in/out and we didn’t require the shuttle. Despite my opinion and observations, the shuttle had to be used either way. Having to shuffle from truck to truck added a few more days for delivery. This new cost of $1700 for the shuttle was never documented, never made it to a receipt, etc. To my knowledge, it was an arbitrary number set forth by the semi-driver. In addition to the $1700, I needed to have the total delivery amount of $7700 ready in the form of a USPS money order. Specifically “USPS”. It should be known that to acquire $7700 in money orders one has to go to their bank and withdraw that amount in cash. Then, head to your local USPS and request 8 money orders ($1000 is the max).

A few days later, a new person from the third moving company (The Blue Husky) reaches out via text, indicating an estimated time of arrival. They arrive with our belongings in 3 vehicles: 1 Uhaul truck and 2 personal pickups. After paying a total of $15k for a move, to see our belongings in the back of pickup trucks was hard to swallow. What was even more unsettling was 3 of the team members, at 3 separate times stating, “We didn’t need a shuttle, they could have parked the semi on this street”. In short, making it clear, we forked over $1700 for a shuttle service we didn’t need.

•From start to finish, we were reached out to by 6 different people between the three moving companies, all with limited knowledge of what was taking place. We had zero assistance or correspondence from our “Case Manager” and nothing with regard to organizing or managing our move was in place.

In the end, our belongings were delivered and arrived with modest damage. We do have scratches and scuffs on most of the items THEY packed/wrapped but in the end, if the moving experience was this much of an unorganized nightmare, I can only imagine the process of getting items replaced or fixed. We’ve already been through more anxiety and stress with this company than we care to go through again.

Again, the purpose of this review is to inform others of what they are getting into. Sadly, reviews like this are a drop in the bucket for large companies such as International Van Lines and will likely go unaddressed. The truth is, companies like IVL pay for their reviews and rankings through third parties and knowing people don’t relocate often, most of their customers are not repeat business. In turn, this allows them the luxury of conducting business this way with no repercussions. Jeff M **

I was working with Lisa and her response was she is only required to give me 24 hrs notice that they would be contracting out our move. Requirements and customer service are 2 very different things. We had a 2200 sq ft 3 car garage home. When the movers arrived they were from American Knight and it was only 2 people and a truck that wasn’t large enough to hold our household goods. They also had to add quite a bit to our bill in the end. The mover said this is done regularly to give a low quote and then jack up the price. Price isn’t the issue however. I don’t mind paying for a professional move. We did not receive a professional move. They had to pack and then put our things in a warehouse and come back.

All our other moves we were sent a team of 5 or 6 people to pack. Our items would be placed on a truck and that truck would then deliver our items. Not with this move. (Our items were left in some warehouse. Items left unpacked on the ground pieces of items completely disorganized. How do I know this. The delivery driver told me that’s how he found our things in the warehouse when he went to pick them up for delivery. I saw in his truck also our items loose and strewn about.) Needless to say it took 2 full days into the night to get us packed. Once we moved we did not see any of our items from Oct. 12 until Dec. 1. As we waited for our delivery I heard nothing from Lisa or anyone else from IVL about when we might get our delivery. I had to email them and they would refer me to American Knights.

I tried to be patient with all that is going on in the world. When we finally got our delivery it was a complete disaster. I haven’t even unpacked yet and have found lots of damage. My coffee table leg broken, our NordicTrack bike cord/electric box missing, Pilates machine pieces all over truck, somehow they broke my recliner chair. It was obvious care was not taken of our items. I have no idea what I will find once I unpack. We paid $26,000 for a professional move and we got 2 guys hired off the street with a truck.

First I emailed IVL about our terrible experience and did not hear back. Then I called and left a message and did not hear back. So I went to the website and contacted customer service. Lisa called me right away after that. Lisa did not seem to care much about my situation, showed no empathy or apology and just kept repeating to fill out damages and submit it to the proper dept. She said that wasn’t her dept. She also said American Knights had to pay and they will pay .60 cents per pound. In other words not much. IVL is taking no responsibility for hiring unprofessional movers on our behalf and not informing us that we would be paying for a professional move but they would be sending unprofessional inexperienced people. I did try to get insurance but the cost was over $8000. My homeowners insurance was less than $2000 for an entire year! So that seemed excessive or fraudulent.

Our items were not well taken care of left who knows where for 2 months and IVL whom we paid $26,000 for a professional move took our money and doesn’t care. I would highly recommend YOU DO NOT USE IVL for any of your move. They are unprofessional dishonest. I plan to leave a review for American Knight Movers also. People need to know the poor quality of both companies. I am planning to fill out complaints with the Better Business Bureau as well as consumer affairs govt agency. If for no other reason to warn others.

From the very start, they were unreliable. Did not come the day scheduled and came late the next day. Movers were not professionals, did not speak English, had no idea of proper handling. We had to stay at a hotel for two days. Worst--our furniture was ruined and my dishes BROKEN. The absolutely worst was moving in to new place. Damage on walls and falls and since they did know how to carry the furniture - tears in chairs, scratches on wood furniture, etc. Good dishes smashed. We filed claim with them - tried contacting them endlessly. You guessed it--NO Response. DO NOT USE INTERNATIONAL VAN LINES or SO CAL.

- Overcharged by more than $1,500 for a small-truck shuttle transfer that they never used.

In short, IVL and Roadrunner have not met even the most basic expectations for a reliable moving company. At this point, I would expect IVL to take full responsibility for itself and its subcontractor to address these basic errors promptly but they have not. It has been over 4 months since our pick-up date and we are still waiting for any response regarding our claim! It is impossible to recommend IVL or their subcontractors given our experience with their unresponsive customer service and lack of accountability.

-The initial salesperson set an unreasonable expectation on the delivery timeframe, apparently in order to get the sale. I planned to be moved in by October 1st and was told “no guarantees, but I see no reason why it wouldn’t be delivered by that date”. Well, I slept on the floor until my delivery date, which ended up actually being October 5th…

-The movers they hired for my pickup were very unprofessional. In addition to arriving several hours late, they also found a couple of my items in the “do not pack” closet that weren’t on the inventory, and decided to take them home for themselves. It’s funny how my favorite sunglasses and Bose speaker were somehow missing when they were right next to each other on the shelf… When I brought this up to IVL, they informed me that “their movers told them they did not take anything”, so I could feel free to file a police a report.

-I have over $1,000 in damage to my belongings that were delivered and have to deal with filing insurance claims now, which is always fun.

-The company and movers were not being honest about payment methods. On the phone, IVL told me that I could pay the company via Zelle, but the movers insisted that I sent a Zelle payment to their personal email, and refused to unload the truck until I did so. I ended up doing that, but it felt very shady and dishonest to me.

Those are my main complaints. But yes, do your research and remember folks, stay far away from International Van Lines!

I started to clean the bedroom and noticed the tape had been broken. I opened the door a saw that my AirPods and sunglasses had been taken! I emailed the company about the incident and they told me they would “speak” to the drivers. Of course, the men said they did not take anything. What did she think they would say? I guess I’m stuck here.

We were then told we would be notified 2 days prior to final delivery in Medford. We needed 2 days to drive to Medford. We got there on Wednesday and were told they would arrive on Friday. Then the next day we received a call and were told they would arrive Tuesday the next week. So we slept on a blow up mattress and had to go out to eat until they showed up. They called on Tuesday and said they would arrive by 11AM…showed up at 2:30PM. Then had the same conversation about the payment.

I had an email from corporate stating that I was approved to use Zelle to pay the company, not the driver. The man argued with me and said…no money, no delivery! I tried to get a hold of corporate, but they have a 48 hour return call policy! I paid the driver as I figured there would be a record and I would have my furniture. Delivery was made with a few broken items and a lot of aggravation. I would never use them again as their communication setup is horrible and I got stuck having my sunglasses and AirPods stolen. If we ever have to move again I would never use this company. It started out great with Justin “making the sale” and ended up as a bad decision

They really sound convincing or our relocation specialist Diego did. We cancelled them early because of lack of communication and rebooked after he convinced us it would be better. The account manager never communicated with us until she cancelled. She communicated more with us then then than EVER. She never returned phone calls. Karen threatened to report me for cyberstalking. I notice on a BBB complaint that the compliance office threatened another customer saying he was trying to extort money. No moral fiber or integrity in that organization.

No attention to detail. That was the issue with my insurance. They knew from the beginning that I had bought BAKER insurance. I then had problems with their contracted companies not being insurable. A few days before the move Karen finally responded all was in place. I called Baker, and guess what? NO. So they changed carriers again. I am convinced if I had not called, the movers would have showed up two days later and I would have been screwed.

Attention to detail? The clock crater left a message last night he was comping to crate the clock today. They didn’t cancel the poor guy. There is no way to explain how awful they are. Do yourself a big favor—-don’t believe their positive reviews. If you read negative reviews, there is a common thread in them all, and we experienced much of the same. I slept better last night than in MONTHS after we secured a new mover. I don’t think I even realized how much they had stressed me out. I do not know how they stay in business. I really don’t.

I called the dispatcher back, and he became angry and yelled at me that he wasn't going to send a truck down our street. So we ended up paying $1400 in shuttle services (as that was the maximum allowed per our contract). The delivery guys were nice and efficient. However, the claims process has been a nightmare. We had unexpected amount of damaged items and 1 missing item. I sent an email with pictures and estimated prices to IVL and the subcontracted company. The subcontracted company sent me to a website to fill out the claim, which I did.

7 weeks later, there's been no follow up or status update on the claim. I copy our IVL representative on all our communication, which hasn't helped. I reached out to the claims number for the 4th time and spoke to a representative who said no claim has been filed for our move yet (?!?). I gave her the necessary information, and someone is supposedly going to reach out within 5-7 business days to process my claim. All in all, it could have been worse. At least we have our stuff. For the $17,200 we paid (+$1,400 for shuttle services), I would have expected better and will not be working with IVL again in the future.

My move was subcontracted and then subcontracted again after that....making logistics or tracking my home goods nearly impossible. Had 4 different delivery dates given to me and no-shows for all of them. I would have to hunt the company down instead of them calling me to let me know something happened. Am now battling with them on all the items that were damaged now that I finally received my shipment.

We were willing to overlook all of the ridiculous charges for great service, but that didn’t happen either. They delivered on the last possible date, 21 days per contract and we had major damage. Every TV was broken, chairs and tables were cracked, furniture was put back together incorrectly, etc. They were kind enough to leave us all the additional screws and bolts that they couldn’t figure out where they went. To add insult to injury, they offered us .60 per pound to fix all of our stuff that we had to pay to move then pay to get hauled off by junk haulers. We would have been better off burning all of our household goods, and buying all new stuff. If you are dealing with Justin, Michelle, Karen and Daisa just run and thank me later! Total scam.

When our stuff arrived is when the real problems began. Notably, several of our belongings were not on the truck, including our big screen television, a very expensive family heirloom rug, one of our dining chairs (can’t have a set with one missing), several of my son’s toys, our patio chairs, and a few other things I can’t even remember right now. Obviously we were very upset and worried our things had been stolen. Though they worked to return our things, their communication was abysmal. The moving coordinator, who was the only person I could get to respond to me, was horrifically rude to me on multiple occasions. He didn’t let me know what was happening (when stuff was arriving, what steps they were taking to retrieve our things) and other staff simply ignored me.

I had multiple messages be ignored. When I escalated things to speak to their complaints department, they were initially great (as with all of my experiences with this horrible company), but then went on to ignore me and leave messages unanswered too. They did return our TV and rug (most important things to me), but naturally our television arrived broken. They hid behind procedures and red tape saying I signed such and such so they weren’t liable and “just fill out the claim paperwork.” So our TV was just broken and we were not reimbursed enough money to be able to replace it. They never found our dining chair (which makes our dining set now unusable so more $$$$) or patio furniture or some of my son’s toys.

They claim to have gone to lengths to find these items, but only communicated the steps they took after I was so angry and upset about what was happening, it did not help to hear they had called customers on the route to see if they had my things. Why not tell me that you were doing this from the start? It would have helped my experience to know what they were doing to help, and I only learned what they were doing after I complained and harassed people to respond to me. It shouldn’t be this difficult to communicate with people.

I waited to complete my review until I was done with the claims process. I haven’t even mentioned all of the belongings they broke in the move. Needless to say, after we spent over 5 figures with this company, they reimbursed us $700. That won’t even replace the TV with a comparable one much less the dining set or fix any of the things that were broken (my grandmother’s China cabinet for one). The claims department attempted to be reasonable but they also dropped the ball in communication. Letting emails go unanswered, saying things would be complete the next day and then not responding for 11 days, etc. I felt like a piece of trash during all of my interactions with them. They do not care about their customers and just want to get your money and get rid of you. I cannot beg you enough do not use IVL. It was an incredibly awful experience. No one should cry because of how someone at a moving company speaks to them. No one.

We paid extra for book boxes, kitchen boxes, etc and nothing special was used. Our items were seemingly tossed into the boxes with no packing material to protect one item from another. As I write this I am so angry for the poor care that they provided. Please do not use IVL. I can't stress enough how unprofessional they are and how much they do not care about your items. If possible, I would give them less than one star. I will never use them again and will actively share our experience to help others avoid what we experienced.

Regarding the price, the initial quote seems high but reasonable (I guess). When the guys are done loading your stuff, which is another company (Wayflowers Van Lines in my case) they will tell you that whomever quoted you that was wrong and that there are things they can't be stacked on top of each other; therefore, the cubic feet is more than what was quoted. Then you'll hear that if they cut down the cubic feet it will come out of their pocket. My initial quote was ~$5,000 and is now ~$9,000. I did add some stuff at the last minute but not $4,000 worth. No lie, I could have bought all new stuff for what they are charging me. Of course, I can't get anyone on the phone to discuss this or to give me an idea of when my stuff will arrive. I will say this, the guys from Wayflowers did an excellent job packing up the stuff. It took them a while but they did great work.

I filed a complaint with the BBB and they responded that they are only the broker and we have to take up our complaint with the mover - who by the way was very unprofessional and yelled at me on the day of the move when I questioned the price and threatened to leave. I did not hire that mover and would never hire them. And now will never hire IVL and will do my best to warn others. I now see lots of complaints and bad reviews on there. I wish I checked there before using them. The arrogance of the employees is unbelievable, why should they care they have your money now and it is a run around to try and get help. Overall BEWARE, I would not recommend this company. Lack of integrity in business practice.

1) They will bid low (of all the bids you get they will be in the lower range). 2) They tell you that they run their own trucking network, (they might), but your move will be sub-contracted with another mover. That mover will raise the moving contract price anywhere from 50% to 100%, citing material change to the original inventory. This, it turns out, can be anything they dream up. Remember once, they have your deposit and the moving date is at hand, your ability to control the cost of your move is out of your hands if you've contracted with IVV. Do the math, a 6k bid will run upwards of 9k. That was my experience.

3) At this point you're so far into your plans that you can't look for another mover. You're screwed, they know it, and you can't do anything about it. 4) Forget about appealing to IVV, they have your deposit and you're on a train that they drive for the express purpose of milking money from you. 5) You sign the contract bid by "their mover"... but that's not the end of it. 6) You will not know where your possessions are for weeks. IVV will tell you if you badger them that, "your furniture is at a staging area waiting for pickup."

7) Somewhere in your "delivery window " you will get a call from an "independent trucker" about 24 hours before your possessions are to arrive. This person, barely speaking a language intelligible to you, will claim that delivery to your neighborhood is a problem that can only be overcome with "more money." Despite IVV and the sub-contractor having had your delivery address from the day they picked up your belongings, they are only able to discover that your delivery address is "a problem for an 18 wheel rig" within 24hrs of delivering to you. 8) Your possessions will be offloaded only after you pay the driver with cash.

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.

I was traveling for work when they decided to come -- they give you a very convenient window after they depart of 5 to 12 days of arrival. It is insane as it is. I gave them access to my apartment and they were supposed to build the furniture and put everything in place, as they had me on the phone. Well, no English so no one ever picked up the phone. The only person that spoke English, the foreman, wasn't even with them. Photos below of what I found as I walked into my apartment. Every FRAGILE box was crushed. The apartment looked like a disaster zone. Furniture wasn't even placed on the floor.

The best part, the customer service lady, Natalie, or whatever her real name is, said I needed to contact the broker. That it was not their problem. That their folks did not speak English and too bad I was not home. After she told me in writing that "we do deliveries all the time without the homeowner present. We will call you and take video as we go through." NOTHING of that ever happened, and apparently, is all my fault. Well, they have more than a review to worry about now. Half my items were damaged, and there was even damage to the floors and walls. Photos and video available!

The company contracted by IVL increased the price by $1,200.00. Any concerns or question from the customer will NOT be addressed. Worse than the increase in the “binding estimate”/contract quote, is the total lack of customer service. IVL has no process in place to address customer complaints or concerns, the company is slow responding to emails and returning phone calls. The arrogance of the employees is unbelievable, why should they care? They have your money and your belongings. Overall BEWARE, I would not recommend this company. Based solely on the lack of integrity in business practice, appearing as a mover when you are a broker and the poor customer service. If I could have rated the company a zero, I would have.

To make matters worse: no one from IVL will respond to my multiple emails & phone calls requesting a resolution: neither the contract manager (Joey, nor Melissa **) who confirmed the pick up date only two days ago. The subcontractor company gives the excuse, "my foreman became ill this AM and he is my only worker and I don't know if he will be able to do the job on your back up date either". Obviously, a multi-national company with multiple sub-contractor services has more than ONE foreman, so this provided excuse is in poor faith. I am no put in the position of being in violation of my home sale settlement agreement because IVL turned out to not honor our written/binding agreement, does not respond by phone or provide any remedy.

Calls and emails went ignored by IVL for WEEKS even after being told a refund decision (in my favor) would be made quickly. I was then told to contact the carrier even though I had only ever spoken to people at IVL. This was an absolute disaster from start to finish and I cannot emphasize enough that you should avoid this company at all costs.

It took 6-7 MONTHS for our shipment to actually arrive when they quoted it as taking 3 months. We ended up having to rebuy items that we were anticipating having, like winter clothes, so they cost us more money than hiring a more expensive option outright. In all, it has been nearly 8 months since they received our shipment and we are still missing items and trying to get them to reimburse us for their mistakes. It is a joke that they were ever voted best moving company.

Regardless, given the existing stress of moving my family across the country, my objective was not securing a cheap, inaccurate, unreliable and second rate service, therefore you acquired my business as I had a hopeful expectation that the professionalism I perceived, was lead to believe was foundational and the elevated cost of such would constitute for a significantly higher quality experience. Unfortunately, at this juncture, I can confirm it has not.

In addition to the incredible proposition of waiting 21 days from our first availability to receive everything we own, (communicated after they secured all of our belongings and $$$) my family and I have experienced the following –

• Much of our fragile/precious belongings were carelessly thrown in to boxes with heavier objects and as a result shattered beyond repair.

If, even remotely, viewed through the lens of the client; you will clearly see that the promises made and subsequent cost of this partnership is nowhere close to being successfully reconciled… As the Senior Relocation Coordinator, and more importantly than a job title, but as a exceptional sales representative (as I am myself) who acquires new business with the assurance of a quality experience backed by personal integrity; I would have an expectation of their uncompromised advocacy beyond a desire to simply maintain the reputation of the organization but of personal standards and to represent those whom they've made promises of quality, but the experience has evidently and substantially lapsed.

Contrasting their verbal indication of a 10-day max transportation time (from pickup which was 1/31), for which they confirmed by re-listening to the recorded call and confirmed with me on 2/9, with what we’ve been informed of in the below email of a now likely 21-day (from date we approved delivery), would appear to any reasonable consumer of your service to be an evident ‘bait and switch’ to the degree that it represents a standard business practice.

In fact, by having the transit time begin on the date we indicated we would be available to receive the goods, which is I’m sure is almost always padded by your clients given the threat of an incredible $3,000+/day fine for unsuccessful delivery, seems to again be a method by which your organization seeks to ‘punt’ the obligation of delivery to the furthest possible timeline? Based on this, I would say with confidence that your organization’s success rating for delivery on the actual date your clients indicate availability is less than 10%? This is beside the point and only conjecture but based on my perception would bet on that presumption.

In addition to the cumbersome circumstances of this relocation, my family and I have also been dealing with my mother’s cancer surgery/treatment (which the burden of the inaccuracy of the moving company has not made easy), running and re-engaging my own business remotely, as well as providing stability to two young children in a new place without any of our stuff has been compounded by the unexpected struggle of obtaining our goods. In short we were promised quality service (at an elevated price) but received long delays, extra charges on the backend, much of our stuff missing and broken. This was the worst experience I've ever had with a company.

Near the end of the move he informed me part of my furniture was still in a storage building in MS!! Missing my dining room table, leather recliner, outdoor furniture, antique wash stand, etc. 2 tables broken, kitchen chair cracked, hardware for bed’s missing, bed frame busted, and several boxes crushed. I have emailed them, called, and still no reply. I have moved 9 times in the last 20 years using a corporate relocation service with no issues. This is the first time I’ve had to hire a moving company on my own and it’s been a nightmare. Do not use this company!

We have hired a lawyer and investigator and uncovered multiple errors during the importation and shipping process that have caused more than 70 days of delays and fees to third parties of over $150 per day. We have incurred more than $15000 in storage fees to date and will likely incur an additional $10000 in expenses to recover our property. International Van Lines has consistently obfuscated their errors including when they violated their agent's policies ordering the container shipped before receiving approval from their agents an Ecuadorian Customs, thus causing tens of thousands of dollars in additional damages to me, the customer.

Fine print of possible customs checks at origin were not made obvious to me prior to accepting their quote and, lo-and-behold, I had to pay $500 extra for customs checks at origin as well as arrival ports. While I realize there is always a chance of such at arrival ports, I firmly suspect that such was IVL's disorganization and lack of care subsequent to receiving my money, they did not present my shipment in a professional way that may have averted the customs check at origin (apparently an extremely unlikely occurrence).

Ultimately, they were unaware of my shipment's actual arrival some 3.5 months after pick-up and only contacted me a few days after I had already found the local company that was subcontracted to deliver my goods to their destination and had successfully negotiated that delivery with said local company (i.e. no IVL notice or help). Of course, there was insult to injury with significant damage to the transported goods, extra insurance for which I could not pay for on account of having lost my job and lacking the wherewithal to afford. On the whole, IVL were dreadful to deal with. This is a huge and stressful undertaking for anyone at the best of times let alone having to deal with a basically uncaring and monolithic company whose services you have already paid more for than would have been the case had you've gone with other, cheaper quotes. Sometimes in life you indeed DON'T get what you pay for and I would NOT recommend IVL to anybody.

Imagine our surprise when a guy showed up from Brooklyn moving inc showed up in a Penske rental truck. Nothing to do with IVL except to say IVL was the broker and charged us a lot of money. So while we waited 3 hours for his partner, who had gone out and partied the night before, he covered the paperwork with my wife and myself twice. His partner finally showed and we loaded the truck. No problems, not much stuff really. Nothing that needed disassembled. The wife had most everything packed and labeled anyways. All the driver from Brooklyn kept saying was how much it would cost. Not really sure what he meant as we had the estimate and we removed a bunch of items from the list.

I will write another reveries of Brooklyn shortly. Just know that if you get IVL and speak to any of their people assume they are lying like they did to us. I would never do business with them again. Brooklyn damaged almost all of our furniture and household items as NONE OF IT WAS TIED IN THE BACK OF THE TRUCK!!! Really. Could not believe it!!! You will better off calling the garbage hauling company than IVL.

1. The “Binding Quote” IS NOT: When the movers showed up, they had RENTED too small a truck to pick up our load and, a) charged us approximately 20% more despite the “Binding Quote” we had obtained from IVL, b) tried to charge us ‘special moving fees’ of $150 for each of 6 pieces of furniture, and c) told us we were going to have to put the items that did not fit on their truck IN OUR CARS, or figure out which items would have to be LEFT BEHIND (furthermore, they said this happens regularly!). After a number of heated arguments with the movers – just what you DON’T need to add to the stress of moving, we got ALMOST everything onto the vehicles and eliminated the ‘special moving fees.’ The moral of the story is, do not trust that IVL will stand by their “Binding Quote,” since it appears to be a marketing gimmick.

2. The customer communications are very poor: IVL had been unable to tell us what time or day the movers would arrive until LATE THE NIGHT BEFORE they arrived, and then kept pushing back the day we’d even know our delivery date. This was undoubtedly time used to consolidate loads onto a larger truck, but we should not have had to make numerous (unreturned) calls EVERY DAY to get the information we needed. Changing the contact person for the various elements of the job is probably designed to prevent any one person from being held responsible for the delays and mistakes caused by others.

I suspect one of the problems is that IVL appears to be a broker of other companies’ moving services, since WE NEVER SAW AN IVL EMPLOYEE at any point in time. On the positive side, George ** was easy to work with, and nothing was broken. I served in the Army and have multiple degrees, so I’ve been professionally moved nine times. Based on this experience, I would not recommend or trust International Van Lines to move you.

When finally someone decided to take charge we will get charged $2100 more dollars so basically it is the most expensive of all the quotes we had previously with the addition of extremely rude employees and the WORST customer service I have experience and the MOST expensive company of all the rest we talked to. Will definitely not recommend.

The truck loader did a great job and packed with it only being $400 more. He was very caring. Little did we know that they were going to move our stuff to at least 3 different trucks with boxes and furniture getting smashed each time. Furniture was not ready for delivery on expected date. After several phone calls, some of them being rude, we finally received delivery of only part of our items. We were then told, "The rest of your stuff is only a short distance away. It will come when it comes." After daily calls again they finally delivered it at 10:30 at night. We still aren’t sure of the extent of damage because most of it went directly to a storage unit until our new house is completed. A very stressful and negative experience! I do not recommend!

Once they get the actual square footage, they sneakily have you sign a revised binding estimate without explaining that process. So, they essentially advertise that they will honor the binding estimate to get your business but revise the binding estimate when it is more footage. I am sure that if the footage were smaller, they would keep the binding estimate for their benefit. Neither the broker nor the mover provided me with a copy of the "Your Rights And Responsibilities When You Move" and "Ready to Move" documents. They simply added links to the documents at the very bottom of an information-filled email.

They contracted Y&O Movers to handle my move and drive the truck. As a “preferred mover” Y&O Movers is in cahoots with IVL and don’t care about customer service either since it would be a conflict of interest. Regarding the service, we did not receive service that we paid for and that was listed in the contract.

Examples and details are below: "Professional Door to Door Service" and "Courteous, experience, credible moving team." Packers were very unprofessional and used our personal woven laundry baskets as packing material. One even contained dumbbells (weights) in it and destroyed it. Unloaders did not wear face masks during COVID pandemic as required by the state of Texas. They left used straws and drinks in our home. They made passive-aggressive comments towards our children who were present. "Loading and unloading by knowledgeable, trained, licensed professionals." Loading and loading was so bad it could easily be argued they had no training. Damage to interior walls, screws/bolts missing, items misplaced, etc.

"Proper placement at destination. Just let our team know where to place your items, as well as reassemble items we disassembled at pickup for you." Unloaders did not place items at destination. They essentially put all of the boxes in the kitchen and never put them in their proper room locations. The unloaders also did not assemble everything that was disassembled at pickup. I had to assemble 5 of 7 items myself. This included a 450-pound treadmill. "Quilted blanket/pad wrap protection of your furniture." Not all furniture was blanketed or wrapped. "Items taken to storage." Not all items that were supposed to be taken to storage were taken. They even left a whole couch in our home that should have been taken to storage by them.

The most sketchy part of it all is they hired local destination movers off the books. When I left a review about the local moving company that did a terrible job unloading, the management said that they don’t even have a record of their crew doing my move. They are baffled and even looking to get their legal department involved because of IVL and Y&O Movers unprofessionalism.

There were damaged items that resulted in a lack of care and expert packing, as well as items missing. They even damaged several interior walls at the destination due to carelessness. This company takes zero responsibility for anything and essentially just wants you to keep quiet and settle at a low-ball rate so they can keep their ratings (even though they are terrible on Yelp and the BBB). I have been in contact with the Compliance Manager to resolve these issues, and that person is no help. Why would you have a Compliance Manager attempt to provide customer service? A Compliance Manager’s role is to ensure the company is following legal regulations and that’s about it. Here is a video of the state of my home right after the movers left. **

After making the payments over the phone, the associate assured me delivery would occur within 2-7 days and that someone would call me "tomorrow" to confirm. "Tomorrow" came and went six times with me calling the carrier for an update (not them calling me as promised each day) and receiving the same identical response -- "I have to check with dispatch and someone will call you tomorrow". At this point, I suspect I have been duped of $8K and my family's household belongings by a "moving company" that showed up in a Budget truck and with legal documents. I have filed a case with the FBI after receiving no material response from the carrier for nearly two weeks. Story to be continued...

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.

I do not recommend, do not, do not go through IVL, international van lines because they are a scam company, apparently they have no insurance. They scammed us by getting our stuff on the truck instead of $6000 as agreed, they doubled it to 12,500. These people have no integrity, they don’t care about your stuff and it’s obvious. I repeat. Do not use IVL or international Van lines! Do not, I repeat do not, do not, do not go through IVL, international van lines, they contracted out to people. Apparently they have no recommendations, and no insurance. They extorted us by getting our stuff on the truck. Instead of $6000 they doubled it to 12,500. These people have no integrity, they don’t care about your stuff and it’s obvious. I repeat do not use IVL or international van lines.

Well, we called their bluff and found one. Now the issue is our deposit. Thank god we paid by credit card and can dispute the charge, because the compliance officer is refusing to refund us our money. Clearly a well-organized scam. I see now from other reviews that they pull it frequently. Please save yourself the trouble and avoid these people! Justin is a slick salesman and Daisja is the scamster compliance officer: avoid at all costs!

How does IVL manage to stay in business? Why would they pick suck an awful partner. Oh, did I mention that they couldn't give us an arrival date for our furniture until the day before, and the window they gave was between 10 and 21 days? Who does that? To close, we had a wonderful experience with United Van Lines on our previous move. Totally professional at every step of the way.

#1. A truck with the words IVL on them would be doing the pick up..(that did not happen).

#2. All furniture is taken apart and put back together at delivery (did not happen).

#3. I can communicate with IVL and driver to know at all times where my things are, this did not happen.. I was told the day our move left to my destination I would get a call from Sean the manager with the name and phone # of the driver.. Did not happen, was yelled at by Sean the manager over the phone. He said “I AM NOT GIVING YOU THE NAME OF THE DRIVER. I REFUSE.” He was so unprofessional. It was appalling!

#4. I was told by Daisja (top person in charge, so she said) my move was going to travel to me by ALL ROADS EXPRESS not IVL and to have the cashier's check made out to them (FOR $4200.00 MORE THAN THE QUOTE)..

#5. I get a call from this guy named Sean and he tells me PRESTO is driving my move. At this point I had to go get another Cashier's check to PRESTO! We hired IVL, they handed my move off to 3 different companies and took my things off the truck 3 times and re-loaded it on to 3 different trucks before it left to my destination..

#6. My move was picked up on 6/16 and sat in IVL'S warehouse until 6/23 when it left and finally arrived on 6/27..

#7. I get a phone call from the driver the day before the delivery on 6/26 (after texting Ms. Daisja letting her know I have had no contact from the driver).. When the PRESTO driver called me he was more than rude. Also yelling at me, I ask where he was and he said “none of your business. It does not matter, I will be there tomorrow”! APPALLING!

#8 The driver arrives on 6/27 then 6 other random guys pull up that do not work for IVL or PRESTO and proceed to grab stuff from the truck, running, throwing it any place!! BTW NONE of the workers were social distancing or wearing masks / gloves etc..

#9. I watched while they dropped a flat screen TV off the truck on to the street.. The driver said “DO NOT WORRY. IT'S NOT YOURS.” IT GOES TO MY NEXT STOP, unreal..

#10. They had 3 DIFFERENT loads on this truck. Things were all mixed up,, I am sure our things were delivered to the incorrect stop,, or stolen by a worker or possibly left at the warehouse when they moved my load to 3 different trucks..

I was told IVL was NOT A broker when I called to schedule the move. I was told by FMCSA you absolutely ARE, they tell me you do NOT do your own moving.. I was quoted $7368.01.. I ended up paying $10,086.50.. Hmmmm? I feel like I was completely taken for in this process.. I have had to see my doctor for the stress level involved in this process.. We are missing a $400.00 Dewalt table saw. Another box we marked PS-4 gaming system & router, lots of tools.. We have a new king mattress that arrived fully damaged as they piled everything on top of it in the process..

Attached to the contract was a claim form.. We filled it out, sent it in and they would not answer our phone-calls.. Ms. Daisja hung up on me and said she would not process the claim as I can not prove what was in the boxes.. Well the 2x2 $400.00 table saw was NOT in a box and went missing along with a box marked PS-4 gaming system & ROUTER and a box of expensive tools, hmmmm?? Our baby crib worth $525.00 was completely damaged along with a BUNCH of other things.. They are refusing to locate the missing LARGE items and refusing to do anything.. We are moving forward in reporting them to every entity on file, including filing a police report.. So NO NO NO. PLEASE DO NOT TRUST YOUR MOVE WITH "INTERNATIONAL VAN LINES". Your things will go missing, get damaged and IVL will say, "Too bad, so sad.."

Pre move: My account manager Justin ** was super responsive, provided my quote, and was able to work with me on getting my quote lowered by a few hundred bucks. He initially stated that since my 1br apt contained the minimum weight, he was able to get me the best price. He checked out my apartment locations on Google Maps to ensure an 18 wheeler truck was able to drive and park on my streets with ease to avoid the very expensive shuttle (uHaul) surcharge. He was able to confirm that both my streets (current and new addresses) were able to meet this criteria. I wanted my items to be delivered as close to the date I get my new keys so he informed me that IVL was going need to pick up my items 10 days out. I agreed.

During move: After paying the $699 booking fee, Justin immediately passed me down to another Account Manager Lisa. After connecting with Lisa, she surprisingly informed me that Cubic footage, not my total inventory weight. Moving closer to my scheduled move-out, Lisa then passes me on to another Account Manager, Karen. Karen was able to confirm my move date & inventory. I ultimately needed to add and remove some inventory after confirmation. I was able to do the former but not the latter due to my latter request being after hours. Annoying but it is what it is.

Move day: I received a call from the moving crew providing me their ETA. They came up to my building with an 18 wheeler. Upon being handed paperwork, I was surprised to see completely different paperwork from another moving company. I asked the movers why that was & was informed that they were hired out by "Phoenix Moving". They had no clue who/what International Van Lines were. After some confusion. Karen then informs me that they hire out brokers to perform moves. A rather LARGE detail that was never mentioned to me by any of my 3 account managers. The movers were very professional and friendly however they did not wear face masks at all. Very concerning during a pandemic.

Fast forward to 1 week later, A new IVL contact now informs me that my stuff is actually scheduled to arrive from 2-21 business days. Another large details that my account managers failed to tell me. Karen is now completely unresponsive. She no longer replies to emails or voicemails. 2 weeks later I get an email from the brokerage movers IVL hired informing me that my stuff is on the way. About 24hrs within my delivery date, I get a call from the broker/dispatch telling me that a shuttle will be required.

After about 3hrs I get another call from the truck driver giving me a completely different shuttle quote from dispatch. He also provides me a myriad of excuses as to why he needed a shuttle to take my items to my street. From not feeling comfortable driving a big rig in my street, to looking at Google Maps and telling me that it's illegal to drive trucks through my street (I'm not sure how one gets that info from Google Maps). I pretty much had no choice but to agree with the shuttle because my items were pretty much at their mercy at this point.

1 day later my driver arrives with the uHaul he has rented with 2 additional movers, one of whom does not wear a mask. They open up the uHaul and to my shock, almost all of my boxes are completely bent out of shape. He insures me even though the boxes are in horrible shape, my items are probably safe (thankfully they were). The move-in itself took about 2hrs. The movers & the drivers were good at their jobs save for the 1 mover that did not wear a mask.

Post move: I was fortunate almost all my items we're not damaged. A file cabinet and a floor lamp were damaged. I attempted again to call and email my original Account Manager Justin in attempts to get some things cleared out with no luck. I was completely ghosted by them. I then get a call from a IVL's claim specialist informing that I would probably not get my money back for the shuttle if I were to write them bad reviews on public forums. She also informed me that it was my fault I did not carefully read the terms even though there was so much misinformation from my multiple account managers. She also asks me why I'm complaining about damaged boxes if the contents we're unharmed.. What?

I apologize for the long-drawn out review but I really want to warn people before choosing IVL. Read other review sites very carefully, while I don't doubt many have had very satisfactory experiences with them, a lot of the positive reviews appear to be fake as they are written in the same format/style. I do not recommended IVL at all.

They should be respectful they are carrying a full house of an individual's belonging and it is the right thing both legally and ethically to do to keep their customer updated on where their belongings are but instead they ignore multiple emails and phone calls. Our contact Jill B should be taken of out of her role seeing she is far from a customer service employee. Who knows when our stuff will arrive but I assure you if you want to be updated on your belongings, have a company that’s honest with you and reliable then choose someone else. No idea how they are ranked top 3 but their Yelp rating is dead on!

When we unpacked many items had simply been stolen. The movers admittedly packed items of significant value, many still in new packaging as they were received for Christmas the week before, but they never made it to our new home. It seems their 3+day detour provided enough time to take items for themselves, totalling over $5000.00. They refused to cover any damages, including the cost of extra hotel stays, replacement costs, or reimbursement. The emotional and financial damages go beyond anything we have ever experienced having moved dozens of times with a company. A complete disgrace to mankind.

When my items arrived, it was obvious by the melted candles and warped furniture that our items were not stored in a temp control facility. We also noticed that multiple boxes were busted open, broken furniture, and were missing items! Needless to say when I made a claim against my insurance, IVL could not tell them how the damages occurred. Therefor the claim was denied and I was told by my insurance company that they do not cover negligence of a company and IVL claims they are only responsible for $.60/lb since we did not purchase their insurance. It just amazes me that IVL call themselves a professional moving company! I just thought I would share my experience with you...

He quotes me $8,700 for BOTH houses. I think that's a really good price and he sends me a contract. I'm still expecting someone to come out and actually take a more detailed inventory of both houses. In fact, he tells me that there should be a phone call and person to come out a week ahead of the move. Well, the day of the move, a truck pulls up that is half the size of a semi. I instantly say, "That truck is way too small!!" We have a conference call and they tell me that I signed off on the amount of 'stuff.' The mover guy showed me the contract... for TWO houses that I said were 3,350 sq. ft. these idiots had put down a total of 30 boxes!! I had over 60 just with my kitchen stuff. They totally underestimated and then the mover head guy redoes the estimate and shows me a bill for over $28,000 for both houses!!!

That's $20,000 more than the original estimate. What can I do now? The workers are starting to wrap furniture and move boxes out. And now I have to wire another $5,000+ to the company or else I guess they just take off....who knows? So, my remaining balance is $14,500 which the mover guy says I pay when the furniture is delivered in Ohio. So, my friend and I take off driving to Ohio..... three days out, I get a call from these crooks saying I need to pay them half of the $14,500. I tell them I'm in Oklahoma and I can't do that. So, I got angry at the lady on the phone and just hung up. I'm in Memphis now and have no idea if and when my stuff will show up.

I"m now going to call a lawyer when I get to Ohio and see what I can do. Also, they don't have their own trucks..... there were two different trucks over the two days...the small one and then a larger semi to pick up my friend's stuff. I guess they have to unload my stuff and reload it into the larger truck. This has been a nightmare. It's beyond ridiculous. I would have been better off to just sell my stuff and buy all new things once we got to Ohio. IVL may have some good reviews but this is beyond the worst scenario I could have ever imagined. They should have had someone come out to both our houses and look at everything and then give us an accurate estimate. Any lawyers out there want to look at this and tell me if I have a case?

If there's any industry in major need of disruption, it's this one. I don't know how else to describe this business. They act like gangsters who threaten to hold your stuff and oh my god, you must expect additional hidden fees. They give you a three week window to expect your things, a two-day arrival window as a "heads up" and a four hour window the day before. Not the day before they are scheduled, but the day before they show up.

It's Monday. The day they're scheduled to be here. I have taken off work. They call me on the day I'm expecting them to arrive to tell me they're actually coming Tuesday morning between 8am-12pm. It is such short notice and I have a doctor's appt in the morning that I cannot reschedule. It is necessary to get my prescription. I'm only able to do 9:30am-12pm. Tough luck! Absolutely will not reschedule. They charge me $150 for being unable to be there at 8AM. Alternatively, they'll either have to give you another two-day window where you need to be available at any time or they'll be charging me extra. They expect complete flexibility from you, but do not expect an ounce out of them.

Their idea of "customer service" is to reroute calls, put you on hold, direct you to voicemails that go unanswered. If you're persistent enough, you'll speak to someone in dispatch who will blame you, call you a liar, will essentially quiz you in expecting you to know the names of everyone you spoke with along the way and lastly... nothing will be resolved or answered for and you'll likely be paying an extra fee. The employees here are professional finger-pointers who will shift blame to the next person and eventually they'll be combative with you.

I am not an angry person, but I was pushed to actually lose my cool and I raised my voice. I was threatened by the delivery driver that he would "beat me up" (used other words) the next day when my delivery was to come if I raised my voice again. I said "did you just threaten me?" And he said "I don't make threats. This is a warning." At the end of this, I am so beat down and just ready for it to be over. I work around this person's schedule, I reschedule my much-needed doctor's appointment to meet him at 8AM. My plan was to get him in to start loading stuff and I would run to the bank to get cash while they were working. The bank didn't open until 9. After all of this, they refused to work until I had the cash. So sat there for an hour and charged me $150 for not having the cash ready upon arrival. Talk about getting kicked while you're down.

Lastly, the hold you to the strictest level with every single thing on the contract... THAT THEY DON'T ABIDE BY. I am supposed to get 24-hours notice before a delivery comes and that was most certainly not the case. Go another route. They make moving -- an already stressful experience-- a gruesome one. Avoid, avoid, avoid at all costs.

Here is a copy of what the IVL broker, George, told us when I asked if IVL are the actual movers: "Good morning Nikki. We have people in Las Vegas that will pick up. I sent an email. See us in action. Click on the link. Meet the team to view our truck and employee that wear uniforms on the job too." The truck that showed up was unmarked and no one wore any kind of uniform. The driver kept calling his office for additional help. A second day laborer finally showed three hours later, and he told me the first guy was hired off Craigslist. The day laborer sat for over an hour in our front yard waiting for a ride when they finally finished.

In addition, my items were loaded on December 20th. They finally showed up almost exactly one month later, on January 19th. They kept adding charges that were not in the original estimate, so that the move cost changed from $4,500 to $5,500, which I had no choice but to pay once they were there. In contrast, I had another move with United that I scheduled after the Triple 7/International Van Lines move. The United move was amazing. The cost remained exactly the same as the estimate, they picked up with five professional movers, and they delivered with five professional movers first thing the next day. That driver was shocked my items were still not delivered from IVL yet. I am so glad the IVL/Triple 7 move is finally over. It was the worst moving experience I have ever had.

7. Despite several requests for information on the dispute resolution process, e.g. arbitration clause, since we disagreed with all of the extra charges, IVL’s representative Karin **, refused to answer my question and insisted that management stood by its bill.

International Van Lines did everything to make it extremely difficult to reach anyone to make a damage claim...almost impossible. It's been months and I received a check for ~$250, ~$9k less than was damaged and lost. I wrote ** You on the check and sent it back. I've contacted the state attorney generals for both states and now hired an attorney to take them to court.

My entire move consisted of a four-bedroom house and a car. Everything was packed well and handled with care. They sent a team of 5 men who were polite, funny, professional, and very hard working. The movers worked quickly and made sure everything was packed and protected correctly. My experience with International Van Lines went above what I expected, so they get a 5 star review!