Complaints

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  InterWest Moving & Storage moved and stored my furniture and personal belongs while my apartment was being remodeled. After returning to my apartment I found several boxes were ripped and crunched along with a broken vacuum and filthy broken couch. I filed a claim with the company for the couch only because the movers completely ripped the bottom liner which they tried to fix with staples and left one side with rips. They broke the arm of the couch and the back so the top cushion completely falls in. The other side of the couch has a top cushion thats smashed and no longer normal. They pulled out some of the seams on the couch. The couch was completely filthy with dirt and wood chips stuck in the fabric. After filing the claim in June I sent in pictures of the damage and receipts of purchase. The company sent out an inspector/ couch dr. *** personally told me the couch was no longer brand new confirmed the filt and damage and said he would send in his confirmation of the damage along with a quote for the cost of fixing and cleaning the couch. After several months of emailing and calling the company just to get the run around every time. Finally in October I got an email denying my claim saying that it's normal wear and tare. I never got a copy of the report from the inspector which the company was supposed to send me. before the company moved and stored the couch it was delivered in March by ******** brand new wrapped in plastic. I don't have animals or small children it was never moved outside until the company moved it there is no way possible it is normal wear and tare.

  

  Business response

  11/25/2024

  This relocation occurred in Salt *********, ** and came with several challenges which InterWest's relocation team and claims department addressed head on. This job was an apartment complex redesign and was booked with the property management company not the renter. Because of this we had several instances of upset tenants where they felt they were being forced to vacate their homes for a remodel they didn't want to happen. The tenant mentions a broken vacuum and damaged boxes none of which were listed on her claims form, so we were not able to address those concerns. The feedback and information we received on the couch was concerning and showed an overall lack of care; to ensure the couch was properly evaluated we had a 3rd party inspection company come out (at our expense) and evaluate the damage. The assessor was assigned in late June and had a difficult time scheduling with ********. They were finally able to connect on August 28th where it was determined that the damage was most likely caused by wear and tear and not the result of transit damage. The assessor's feedback was provided to us on 9/16 and upon further review the claim was denied and closed on 10/22. We do our best to settle all claims accurately and fairly. 

  Customer response

  11/26/2024

   
  Complaint: 22461772
  
  I am rejecting this response because:
  The photos I sent the claims department did not show any lack of care whatsoever. The company is denying my claim because they do not want to take responsibility for the damage their movers caused. The 3rd party inspector only reached out to me once that is when we set the appointment for the inspector to come to my home. When I talked to claims department I was told that they had to reinvestigate the claim because the lady that was working for they're company was suddenly gone and left a mess of everything. So because they're company is a mess they claim their customers for their lack of responsibility. 
  Sincerely,
  
  ******** *****

  

  Business response

  12/16/2024

  We understand that this is not the outcome you were hoping for, and we are here to help in any way we can. We are committed to ensuring that every claim is handled fairly and thoroughly. The 3rd party inspector determined that the damage was caused by wear and tear and was not a result of transit damage, therefore the claim has been denied. 
  If you would like to discuss this matter further, please do not hesitate to contact our ***************** at ************. We are here to assist you and answer any questions you might have. Thank you for your understanding and for giving us the opportunity to serve you. We value your business and are committed to providing the best possible service.
  
  

• Initial Complaint

  08/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a bed from Pottery Barn. InterWest Movers has subcontracted with Rider Last Mile/Pottery Barn to deliver orders directly to customers in Bozeman, MT. The Bed (valued at over $1000) was delivered to the wrong home and I was never contacted by the shipping company. The delivery occurred over 5 miles from my home, I attempted to call InterWest Movers multiple times to find a solution and no one will answer the phones or call me back. Currently - I do not have the product that I ordered and it is too large for me to move to without a moving company. In other words - InterWest Movers was paid $ for shipping to the incorrect address and I (the customer) still do not have the product I paid for. I need a resolution - I have called Pottery Barn, InterWest Movers and Rider Last Mile and no one has been able to resolve this problem.

  

  Business response

  08/29/2022

  We apologize that your experience with InterWest has been less than ideal. We understand your frustrations. We have every intention to rectify your situation to the best of our ability. We began helping Pottery Barn and Ryder Final Mile with their warehousing needs in early August. We did not know that the previous provider was over 6 month behind on deliveries. We have been inundated with backlogged deliveries and are working tirelessly to get things caught up and back on track. We have not taken over all aspects of the delivery service at this time and are still working closely with Ryder delivery teams to get things caught up. If your issue has not already been taken care of, someone will be in touch with you soon to make arrangements to fix the problem. It is our goal to always exceed our customers expectations and we apologize that circumstances did not allow that to happen the first time around. We will do all we can to make it right and finish the job.

  Customer response

  09/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

*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. ↩