International Van Lines

This move caused incredible stress and you should NOT use this company.

* We were promised a full service move with the understanding that we needed to be packed up and off the property by the stated drop-dead deadline. I emphasized this repeatedly with the sales rep, who assured me we would be taken care of. The movers showed up hours later than promised each day of the move, and even with my spouse and her sister actively helping to pack, they did not meet the deadline.

* We were LIED TO about where our belongings were being stored for the summer, in violation of FMCSA regulations. The drivers of our moving trucks upon delivery said they had picked up our belongings outside of Atlanta, and not in Chicago, which is where we were told our belongings were being stored when we asked.

* Upon delivery, the way the truck was loaded and many of our items packed (or not packed) did not take appropriate precautions to protect our belongings. Items that should have been covered with moving pads were not, items that should have been hung on hangers in a garment box were simply shoved into them, etc. We immediately found multiple damaged items that had they been packed with care by the movers would not have been damaged in transit. We also found moldy items, implying that the "climate controlled" storage facility where they were being kept was not actually climate controlled.

* Not all of our belongings were delivered in a timely fashion on the back end of the move. In particular, our bedroom mattress and dining room table had been left behind in the storage unit. It took an entire extra month (which my wife and I spent sleeping on sofas) for us to receive our mattress and dining room table. And, when we received them, the mattress and table were in a state of brokenness beyond repair due to not being packed in a professional manner. The mattress was not placed in a proper mattress bag, and the dining room table was not completely covered with moving blankets.

* We had to spend thousands on our 3rd party insurance deductible to cover the thousands of dollars worth of physical damages to our belongings, which could have easily been avoided had they been packed and cared for properly.

What should have been a headache and stress-free full-service move was anything but. been anything but. AVOID this company at all costs.

Move size: 4+ Bedroom Home Service cost: $20000

I thought International Van Lines did great with my move, hence the excellent star rating. The cost was good, communication great and the move itself went according to the plan. My sales agent, Veronica, was awesome, and she showed that she cared, unlike other moving companies that were pushing me for money. We received everything with nothing missing or damaged, minus a scratch on one of my dining chairs. They did reach out to fix the problem, but honestly, I did not want to deal with it. All in all, they did a great job, and we had a good experience, so I would plan on using them again.

Move size: 3 Bedroom Home Service cost: $7500

Our move was contracted by International Van Lines, but they subcontracted the move to American Knights Moving, which we were informed the day before the move. IVL disparages moving brokers on their web site, but they appear to commonly broker all their moves.

When AKM called they informed us that the total move should take place in one day. Previous discussion with IVL had indicated one day to pack and the next day to move, which is how we had based our hotel arrangements. In feedback to IVL, they said that they may allow the move to extend over to the second day.

First day of move – AKM reviewed the house contents to be moved, and increased the cost by 10%. In discussion by phone with the movers’ supervisor, he said that the initial estimate was only good to +/- 30%, while the in-person estimate was 100% accurate. AKM movers also stated that they could not pack any food or liquids, contrary to a specific previous discussion with IVL about these items. In reviewing this with IVL, they stood by the inventory assessment by AKM, but agreed to reduce the increase by 10%, or 1% of the original estimate. They said they would direct AKM to take food and (nonhazardous) liquids.

When we asked IVL, we were assured that the movers were “professionals” and knew how to pack several antique clocks. On the first day the movers were about to place an antique wall clock in a box, only with paper wrapping, without stabilizing or removing the weights inside. When we questioned them about this, they stopped packing and held off till the next day, leaving us to address the packing. Second day of move - about 1:00 PM the movers came to us and stated that we needed to prioritize what we wanted to move, because it would not all fit in the truck. When asked when they would return for the rest, they said that the contract was for the one truck and they would not be back. They did not offer any alternative, nor did they try to check for other arrangements. Upon discussing this with their supervisor by phone, he told us that they would fill the truck and then go, leaving us to try to make other arrangements. This is despite the fact that they had performed a “100% accurate” assessment of the total load the day before, and that they had originally said the move would take place in one day. After calling and leaving desperate messages with the only two contacts we had at IVL, we contacted someone at the main customer service number. After many anxious minutes while the movers were getting ready to leave, the person was able to confirm that IVL had contacted AKM to discuss arrangements. At the same time the movers were contacted and were waiting at the truck for resolution, for about 45 minutes. Eventually the movers said, at first, it was agreed they would drop their truckload in Richmond, 5 hours away, then return at 5 AM the next day for the remainder. Then they modified this and specified that they would arrive between 4 and 5 AM, and call 30 minutes in advance, and if we were not there when they arrived, they would leave immediately. On the third day, AKM arrived about 6:30 AM. At this point many items became contentious, and they did not want to take items that had been reviewed for the “100% accurate” inventory:

• Rugs – 2’ x 5’

• Cables and remote for TV

• Items they had overlooked and not previously packed in the Master Bath and a kitchen drawer –

they accused us of adding these in afterwards. These were all thrown in a large box together, with no packing or separation.

• Similarly, in laundry room, many miscellaneous items were just dumped in a box.

• Executive desk (36 x 72”) and hutch – said that it could not be moved without damage, and that typically a third party is hired to separate. However, we assisted in the separation so the move could proceed. Desk was completely disassembled to move down stairs.

Delivery

Items which had been disassembled did not have the hardware available to reassemble. AKM said that we needed to continue to search for the missing hardware before they could do anything about restoring:

Kitchen table – never found the hardware. Purchased additional fasteners.

Executive desk – Upon further unpacking, 3 weeks later most of the screws and dowels were found sealed inside of one of the empty rolls of tape, at the bottom of one of the boxes into which many items were dumped on the third day of moving. In the meantime these pieces of desk (8) and table (5) were laying on the floor in the house. A month later a different crew from AKM finally returned to reassemble. Much of the desk had been damaged during the disassembly and reassembly, and did not fit together as before. With the number of damaged assembly locations, it could be subject to collapse at any time.

Many damaged pieces of furniture were discovered during the unpacking, as well as some items, such as electronics, which were “missing”. Only 2 of the 5 clocks survived in working order, with some antiques irreparable.

Move size: 4 Bedroom Home Service cost: $13431

Hired to move me from Philly to South Florida, and it was an absolute nightmare.

Instead of moving my stuff to the proper address, they dumped everything in a warehouse somewhere for almost two months. Apparently, it wasn’t climate-controlled:

o My rug had a huge moisture stain (picture)

o And there were hideous yellow stains on my entertainment center (picture)

It gets worse – they also can’t pack or move things properly.

They broke my mirror by basically packing glass in tissue paper (picture)

They broke my TV – the Best Buy repair team said it was not fixable because somebody put something heavy on the screen and broke it. These people are supposed to be professional movers, and they literally put something so heavy on top of a TV screen that they broke it (picture).

So, in a nutshell – I hired these guys to pack and transport my things professionally, and they disrespected my possessions.

Thousands of dollars in damage and an apathetic response when I contacted them.

Do not hire these guys to move your stuff. They broke and ruined so many of my things that the damages cost more than the move.

Avoid at all costs!!!! It’s not cheaper if they break your stuff!

Move size: 2 Bedroom Home Service cost: $5137

The good things first: they started packing on a Sunday - which is unusual. And the team had a nice attitude. But it was a team of three people who weren't native speakers, and there were a lot of language and communication issues.

The team used oversized cardboard boxes (originally for hanging clothes) to pack the majority of our household - barely wrapped. Many items were easily damaged. For our clothes, they didn't have the necessary rails to hang them - we were able to keep them from folding and stacking them in these large boxes - delicate shirts and blouses on the bottom of the box, heavy jackets and coats on top. After they got "alternative rails", we caught them stuffing vacuum cleaners, tools and so on under the hanging clothes - so that the clothes were crumpled and stuffed.

There was little to no labeling on the boxes. If they were, the only information outside the box was the room in which the box was packed. But due to the size of the boxes, they filled up the remaining space with things from other rooms. To prevent the items from falling apart, they used parcel tape instead of adhesive film, which can be removed without leaving any residue and is gentle on delicate surfaces - and which is or should be standard with removal companies.

The fee was to be paid in 3 installments: the first installment after signing the contract, the second before packing, the third before unloading! And that is unbelievable! They even refused to open the truck. We had no chance to see if it was our household they were going to deliver!

After delivery, we noticed a lot of minor damage not only to the packed items, but also to our furniture, refrigerators (which were not protected by blankets or anything) and so on. When I called customer service, I received rude responses, no sign of apology or understanding. Instead, I was "asked" to make an insurance claim by sending in extensive documentation and at least 2 estimates from professional companies!!!! Seriously? Hundreds of pictures of scratches and dents? And what company comes out to fix all this minor damage? In the end you might get a small amount - if there was no deductible - but the scratches and dents are still there! And IVL didn't have the guts to at least apologize for the non/semi-professional work they billed as a professional!

And at the very end, they refused to pick up the packaging material. We had to take the three truckloads to the dumpster ourselves.

Move size: 2 Bedroom Home Service cost: $8000

I had a horrible experience with this company, probably the most incompetent and unprofessional service I have ever received. For a move from New York to Mexico, they first sent my shipment to Germany, causing a delay of months (and many thousands of dollars in additional living expenses during the delay). Their local agent in New York did a terrible job with the packing: many items arrived damaged or broken. When my shipment finally arrived at port in Mexico, their local Mexican agent took forever to clear customs and then their delivery truck broke down, causing yet another delay. I reached out to IVL's owner requesting help in resolving my issues, and he never responded. Avoid this awful company at all costs.

Move size: 2 Bedroom Home Service cost: $14000

We moved from Kansas to Illinois in July 2024 using International Van Lines, which appeared highly rated on the internet. Our experience with them was a nightmare from beginning to end.

The process of estimating costs, even apart from overcharges for materials that we were able to correct in the end, seemed designed to seriously underestimate expenses. Some of this may be attributed to our naivete and inexperience, but, judging from internet reviews, underestimates of 25% are common with the company.

The costs of the move would have been tolerable were there a modicum of services provided for them. However, that was not the case.

We spent the week before the move frantically trying to contact their customer service representative to clarify the time of the pickup and what we would need to do to be prepared for it. Calls continually went to voice mail and were never returned by the representative. As a result, we learned too late to do anything about it that a cashier's check would be required if there was not to be potentially a week's delay in delivery so that our check could clear.

Most important, the move itself was a disaster. As best we could tell, IVL subcontracted with other movers or used questionable affiliates to have the work done. The first group showed up at our home in a rental truck from Enterprise. They apparently unloaded our furniture at a warehouse where others reloaded it at some point. It was eventually delivered in a nondescript truck by movers whose English appeared limited. It is a system that seems designed to encourage poor service and a lack of accountability.

The results were problems and damages that went far beyond those ordinarily encountered in moves and, in some cases, that resulted from sheer negligence. For example, the movers disassembled a Danish dining room table, but lost the hardware so it could not be reassembled. They lost the legs to a Danish modern desk that we needed to have a furniture repairman remake. They disassembled a table with a marble top that we thought was indestructible--it wasn't. They snapped another coffee table in half. They also managed to lose three large boxes that were only located and delivered three months later. And they lost a filing cabinet that is apparently still floating around their warehouses somewhere.

Claims for damages are handled by an organization called Movingclaims.net. Before dealing with IVL you would be well advised to look up reviews on the internet of the organization at the Better Business Bureau, Reddit, and similar sites. It will give you a good idea of the nature of the organizations you will be dealing with. Suffice it to say, it took three months from the time our meager claim was settled to get a check.

Move size: 4+ Bedroom Home Service cost: $13000

This service did not work out well for me. I foolishly didn't read all of these reviews. All seemed fine until two days before the move when I was told the movers would show up 24 hours early. I reacted badly (screaming I am ashamed to admit) that we were not ready for the movers to arrive one day early. The customer service response was Sorry but there is nothing we can do. Would you like to cancel the move? Previous reviews mention a lack of communication and customer service. Unfortunately, that was the case for me. The initial quote/estimate turned out to be literally half of the total cost of the move. $5,000 became $10,000 with tip included.

I eventually spoke to a supervisor who awarded me $200 for arriving 24 hours earlier. This amounts to a 2% reduction. Can you imagine being told two days before your move-out date that you are indeed moving the next day? I am 60 years old and just out of cancer treatment. This was truly a horrible experience for me. The lack of communication, the lack of customer service, and the addition of unnecessary stress and urgency were such a disappointment.

Should you choose this company perhaps you will have better luck than me.

Move size: 1 Bedroom Home Service cost: $10000