ComplaintsforInterstate Relocation

• Initial Complaint

  09/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am an active duty military officer in the ** ****. Interstate Van Lines picked up my belongings on 08/10/2022 in Sierra Vista, AZ and gave me a 2-3 week estimation for delivery of my household goods to Richmond Hill, GA. It has now been over 5 weeks and I still do not have my belongings nor does the company know when they will be delivered. Initially I was told that my belongings were never picked up from the warehouse in AZ because the move coordinator "forgot" to schedule a date for shipment. I have talked to them several times and to no avail. They do not know where my belongings are nor when they are going to be delivered. Keep in my mind they have my entire household goods, literally everything I own. I have been sleeping on an air mattress for 5 solid weeks. This is completely unacceptable and I would like to seek a resolution from the BBB.

  Business response

  10/03/2022

  Thank you for sharing your concerns. We truly strive for customer satisfaction and appreciate our long-standing relationship with the military. We sincerely apologize for the delayed shipment and we recognize the hardship and inconvenience this delayed delivery has caused you. Fortunately,the military does offer the option to file a claim for inconvenience - this includes payments to offset any costs accrued before the arrival of your shipment.
  
  Please know that our team is continuously working to resolve your concerns as quickly as possible and will provide you regular updates for your delivery date.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family moved to the Tampa area, FL May 13th in anticipation of my husband’s military June retirement date. Our belongings were placed in a Tampa storage facility when they arrived and we were told they could only be stored until August 23rd at the government’s expense. We signed a lease June 21st with a delayed move in of July 8th because we were told by Interstate Van Lines (parent company to the subcontractor *****) that ***** was unable to deliver until July 20th. We couldn't delay our move in any further without risking losing the house. I started a job at the end of June with an hour and a half commute temporarily because I was going to start working remotely as soon as we received our household goods and I could set up my home office. July 20th arrived and ***** never showed up so we started making phone calls to follow up. We were told that Interstate didn’t follow up properly after not receiving a confirmation email for delivery on the July 20th from *****. As a result, we are now going to have to wait until the next available date of August 2nd. When we got upset and asked how they were going to fix this mistake, we were told that there was nothing they do. They offered us a 7 day inconvenience settlement which consists of per diem only for the service member. How does that help a family of 3 living in an empty house from July 8th to August 2nd? Who pays for the gas it takes to drive almost 3 hours daily to get to a job that I should be working from home with the items in my household goods? I called the TMO office at ******* to report this and was told that this has been happening consistently to service members and that they have been tracking and reporting these cases to the JPP-SO department at DoD to take into consideration when employing these contractors and awarding contracts. I will be pushing for this specific contract to get terminated due to its poor treatment of service members and lack of accountability.

  Business response

  08/10/2022

  *****, we sincerely regret and apologize for the inconvenience you incurred because of the delayed delivery date. Please note that military guidelines allow 7 days of receipt-free per-diems for meals & incidentals for service members only, not family members. You and your other family members can submit a claim for meals, along with receipts, for the delay period. Your carrier, *****, will review that claim and make a determination as to which of those purchases are eligible for reimbursement. 
  
  We are also investigating the cause of the delay in delivering your shipment and we will take corrective action to prevent a recurrence of this in the future action will be taken for it. Thank you for bringing this to our attention.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩