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Complaint Details
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Initial Complaint
05/20/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I started by arranging my move with International Vanlines. When setting up my move, explained that I had a heavy travel period for work and such. I stated a delivery date of April 29th with a week window because I travel for work. A day before my pick up I found out that my move was outsourced to *********************** Vanlines by International Vanlines. Pick up date was April 16. Communication as to when my items were to be delivered were not relayed to the movers by International Vanlines. I had to call and follow up with both moving companies multiple times. My items were initially picked up on April 16th but were not delivered until May 18th. In between that time, I called both International Vanlines and Wayflower to check on the status of my items. The first time I got a response, the moving companies said that my items were not even going to be loaded onto the truck until May 2nd or 3rd. This caused me to have to cancel appointments and reschedule a flight. I ended up following up with the moving companies on May 3rd, only for them to tell me that my items were not going to be loaded until May 5th with an expected delivery date of May 8th or 9th. No word from the driver around that time and I called again. I explained that the delay is costing me more money and putting my job in jeopardy. Then the said that my items are enrote and expected to arrive 4 to 7 days. I followed up on Friday, May 13th to check the status only for them to say that they truck is broke down and need repairs and that my items won't come until the middle of next week (which is May 18th). Because of this I had to once again cancel appointments, and rescedule a second flight as well as extend/get another rental car. When my items finally did arrive, the boxes were bend and banged up (even some of the boxes listed as fragile) and my 58 inch t.v was damanged and the screen broken. I have to go through other boxes to see if there other items are damaged but the t.v is the 1st thing I saw.
Business response
06/03/2022
Please accept our sincere apologies for inconvenience you faced during a move, your feedback is important to us!
The **************************************** estimate it does explain **************************************** is a carrier as well as a broker. In the event they are delayed for any reason, they will assign your move to a FMCSA authorized and vetted carrier. Wayflowers Van Lines is FMCSA authorized and vetted carrier. Delays are not always predictable and can happen at the very last moment. IVL notify customers as soon as they are aware the move may be reassigned to another carrier.We understand waiting on your household items can be increasingly frustrating, unfortunately Estimated delivery time frames are based on mileage, your chosen first available delivery date (if applicable), and the size of the load, possibility of trucks broke down. With these factors in mind, delivery can take anywhere from **** business days (30 days) from your first available delivery date.Please be advised that the Requested Delivery Date is a request but NOT a GUARANTEE. We will do everything that is possible to deliver your shipment at the requested date, but
WE CAN NOT GUARANTEE IT.We always trying to provide latest updates to our customers unfortunately timeframes is estimated and not guaranteed. In your case the truck was broken down on the ways to destination and we provided you timeframes based on repair shops estimate.We are truly sorry for the damage,
Our record showed that claim instructions for the damage items were provided on 05/19/2022 please follow the instructions to proceed a claim. Please keep in mind you have limited valuation protection that comes with every move free of charge.
Please feel free to contact us,
Initial Complaint
02/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My name is ******************* and my move on February 12th was a disaster. The movers for one didnt have the tools to assemble the furniture and lost the back piece to my mirror on my dresser and along with that one of them was constantly on his phone draggging out the moving process as long as possible. I would like to speak to a person to discuss further but I believe I should be compensated a refund of 50 percent or more for the delivery of my items due to me having to do all the remainder of the work they should have done. I have some pictures attached of things left at the state of them just leaving without completing their work. Additoanlly many of my items were broken i would like at a minimum a 50 percent refundBusiness response
02/18/2022
Good Afternoon,
We are truly sorry for the damage and will process your claim form that we received as soon as possible,
You have a basic limited liability protection ( with no add charge), it means compensation will be counted as **** cent per pound per article for all items that were missing, damaged or destroyed during transportation and this protection does not cover a value or replacement. In other words Released Value Protection, this protection is the lowest cost , since it is offered at no additional charge. However, the protection is minimal. Under this option, the mover assumes liability for 60 cents per pound per article. For example, if movers lost or damaged or destroyed a 10-pound stereo component valued at $1,000, you would only receive $6.00 in compensation (60 cents x 10 pounds). Please note it is not a company policy, it is federal regulation. Released Value Protection is not insurance policies governed by state insurance laws; instead, they are Federal contractual tariff levels of liability.
Regarding your request for a refund, unfortunately the service provided is not refundable, however our management will review your concern and provide compensation,
If we need any additional information, we will contact you by email. We recommend installing a notification about receiving new messages from this email ************************************** . Please note that the processing time may take up to 21 business days from the date of the 2/18/2022
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Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.