International Van Lines offers a majority of the services homeowners are going to be looking for in a move, from car shipping to full-service packing. In fact, full-service packing is baked into their quote which could save you hundreds of dollars in the long run if you want someone else to tackle packing your belongings. Their website also goes into extensive details about services, costs, tips, discount advice, and much more. Thanks to their abundance of services, high reputation, and commitment to transparency, they earned a 9.3.

In addition, IVL’s emailed quotes are a notch above the rest. Not only do they break down the estimate for you in easy-to-understand terminology, but they also explain what’s included, what’s not included, the costs for additional services, and more. IVL’s emails then explain the next steps, including how to make a deposit, the size deposit they require, their cancellation policy, dispute settlement program, and general advice for working with the brand. They even include the federally required “Your Rights and Responsibilities When You Move“ booklet.

IVL does have high reviews across a number of trusted review sites, with many customers citing excellent customer service. However, my own experience has found the customer service to be lacking. Out of six calls placed to the company, I only walked away with real information about working with IVL from one of them. The website has a chat function, which states it’s for customer service, but both times I used it, responses were slow or nonexistent. The last time I used it, I simply wanted to inquire about a price discrepancy on their website. I was told, “this chat is for new quotes only,” and the representative just stopped responding to me. So many other customers have had stellar experiences with IVL’s customer service department that I have to believe my own experiences are an outlier, but I felt I would be remiss in not mentioning them.

International Van Lines earned a perfect 10 out of 10 for basic services. From local moving to storage services, the brand does it all and will serve the majority of homeowners’ needs when moving. They operate in 150 countries for international moving, and thanks to their background as an international logistics company, IVL has the experience to handle the complexity that comes with moving overseas. However, IVL no longer serves Alaska. Loading, unloading, and full-service packing are included in a majority of their quotes, but unpacking will cost an extra fee. While you can opt out of full-service packing, customers should be aware that IVL doesn’t offer major discounts for self-pack. It may be more cost-efficient to let them tackle the heavy lifting. Thirty days of storage is also included in their quotes as long as you request it before or during pickup on your moving day, but additional time after this initial period will cost you. It isn’t entirely clear how much additional months cost as the website and emails give ranges between $0.50 and $0.65 per cubic foot. When I reached out to the company for clarification on this expense, I was not able to get an answer.

Thanks to their claimed Trustpilot profile (where they currently have a 4.3) and their A on the BBB as of this writing, IVL earned a 10 in reputation. Happy customers on Trustpilot explain that representatives, crews, and drivers were all kind, polite, and communicative, while the move itself was stress- and hassle-free. However, on the BBB and Google, reviews are more mixed, at 3.46 and 3.9, respectively. On Yelp, IVL has a very poor rating at just 1.7, and a vast majority of reviews are a single star. Many customers leaving 1-star reviews stated that their items arrived broken or ruined. The brand is responsive to both negative and positive reviews on Google and Trustpilot. Many competitors simply respond to positive reviews, if they respond at all, so it’s good to see IVL taking that extra step.