While IVL’s sales rep did a great job explaining most of the move’s costs, Rachel experienced many communication issues with other IVL employees and partner moving agencies’ staff.
Additionally, Rachel received very little follow-up from IVL’s moving coordinator or logistics teams prior to their move date. Although the moving crew was scheduled to arrive between 1:00 and 3:00 p.m. on the date of loading, they were not contacted until 3:30 p.m. The two-man crew had been given the incorrect loading address, and did not arrive at the correct location until 3:50 p.m. During this time, all attempts to contact IVL or their coordinator were unsuccessful.
When the crew did arrive, Rachel noted that they were very friendly and professional, and they were able to load Rachel’s belongings into the truck within two hours.
As soon as Rachel realized they would not be able to accept delivery right away, they emailed IVL’s destination agency partner and were advised to follow up when they had a new date to accept their delivery. They were not advised about the shuttle charges.
Rachel followed the destination agency partner’s instructions and then reached out to schedule delivery for the following Tuesday. However, Rachel didn’t receive any confirmation or response and had to contact the agency again. The dispatcher initially advised Rachel would receive their shipment the next day, but later contacted them to reschedule for Saturday.
On Wednesday night, Rachel received a call from the destination agency confirming delivery for Thursday instead. This is when the agency reminded them of the shuttle fees. There was also some confusion between the destination agency delivering their shipment and International Van Lines regarding the cost of the shuttle. Rachel ended up having to pay $350 (instead of the $500) initially quoted; neither of those options were discussed with them beforehand.
The two-man crew who delivered Rachel’s shipment communicated well and arrived on time on delivery day. They quickly unloaded Rachel’s belongings and reassembled their furniture before departing. Rachel noticed that there were some items delivered to their new home that didn’t belong to them, so the move crew retrieved the items before their departure.
Rachel also noticed that they were short of a ladder and discovered some damaged items, including a side table, quilt rack, and bookshelf. They were not compensated for the damaged items, but after some negotiation (and patience), Rachel did receive confirmation of reimbursement for the ladder.