After research on the internet I was afraid to use anything other than a big name expensive mover, and choose National Van Lines, because the local agent has an excellent community reputation, however, since this was a long distance move and feel out of his local hands it was not a pleasant adventure,, my complaints have been a waste of time, big company versus an old senior citizen woman. they sent me a settlement of 99.00 for damages on a 6000 move, and have never responded to my appeal in regard to the antique sewing machine in a cabinet, that the driver was witnessed breaking the wheel that operates the machine, which is now worthless, we are looking at less than 200. of a claim, and they do not have the decency to even respond. Many items broken due to rough handling, and a driver that was obnoxious. No response on appeal of no payment of a claim for damage to the antique sewing machine that was loaded and damaged and witnessed by the helpers.
Consumer Complaints & Reviews
World Wide National Van Lines, Inc, contracts Vanguard Moving and Storage for pricing. David with Vanguard, an Agent of National Van, came out to the house to estimate the cost of the move from Stamford, CT to Waxhaw, NC. He underestimated by almost a thousand dollars. There were not problems with the movers loading the truck. However once my furniture left Stamford CT, I would not receive it in the same condition. National Van Lines gave me an estimate of a week for delivery. I was told that I would be given three days notice. That did not happen.
I called several times needing to get a confirmed delivery, and was told again they would give me three days notice. National Van Lines loaded their truck in Stamford CT with my furniture on 6/26/08. They delivered on 7/15/08, 19 days later. I received two days notice. On the day of delivery there were several items were mixed up with another customers delivery. I did not except the items, due to the fact that they were not mine. The furniture was scratched, I had missing part for the furniture, and one box was a total loss. It looked as if a sharp object had gone through the box. The box contained a toaster oven that was crushed, along with everything else in the box. I notated on the bill of lading the items missing, miss delivered, and broken.
I contacted National Van Lines the next day with the issue of the missing mattress and box spring. The broken items, and missing furniture parts. I was told I would get a call back the next day. I did not, so I called Vanguard Moving and Storage. Vanguard informed me that the issue was in NC, four other customer orders were mixed up during the loading of the truck. Vanguard told me to get in contact with Cindy in the claims departed, and the matter would be taken care of. I then called Cindy, and was told that they needed to investigate. Four days passed with no call, I then called them again and they told me that they had the mattress. Through email we deduced that the mattress they claimed was mine was NOT. They instructed me that I needed to proceed with a claim since the mattress and box spring was not mine. We filled out the claim with all issues of missing mattress/box spring, missing furniture parts, and broken items.
The claims department sent a check that was based on .60 cents per pound value, which came out to be $363.03. The mattress and box spring I purchased was a total of $1,078.02. The claim total I submitted was for $1,328.02. Patty McCarthy from the claims department at National Van Lines told me that I should be satisfied with the $363.03 check that was authorized.
I find it appalling that a moving company takes your furniture, and does NOT hold themselves accountable for loosing it. I also find it appalling that .60 cents per pound for furniture is an acceptable liability value. I researched the value of .60 cents per pound, even a pound of butter has more value than what National Van Lines holds themselves accountable for liability/loss.
Loss of mattress and box spring Furniture scratched Furniture parts missing Damaged items Loss of time, movers showed no due diligence.
We were moving from Ukiah, Calif. to Knoxville, Tennessee last November. I called National Van Lines and spoke to Richard Buti about the cost of moving our furniture and household items to TN. We lived in a small town and he said he would give us an estimate over the phone with a room by room description by me as to the contents. I was concerned about the accuracy of the estimate and discussed this with Mr. Buti. He stated they do phone estimates all the time and they are very accurate.
I did the room by room description of all our furniture, closets, especially the bookcases and books as I have a lot of books and I was concerned about how much they weigh. He assured me the estimate would be accurate. He did not offer me a written estimate. I requested he fax me a written estimate which he did on Nov. 15, 2004. The estimate was for $4,831.58, which we agreed to pay. The movers arrived on November 20 as agreed, our driveway was narrow and the truck was unable to drive down.
The movers advised us that they would have to rent a smaller truck to transport our belongings to the large truck and there would be an additioal charge of $500.00 for this. We agreed to the additional $500.00 - this seemed reasonable to us. Sometime after we were in TN. we received an additional bill for $1,810.52. We feel this is outrageous and have refused to pay it. We can see the possibility of the estimate being off a little but not $1,810.52, this is unreasonable and unethical in our opinion. I have tried on numerous occasions to talk directly with Mr. Buti, but he will not return my calls.
We are now being called by a collection agency. National Van Lines told the collection agency they don't like to give a guaranteed estimate in writing but that I insisted on one. When you have your car worked on they give you a written estimate and if it goes over the estimate they must get your authorization to do the work. We feel we should have the same opportunity and didn't.
I hired Tri-County Moving, a subsidiary of National Van Lines, Inc., to move me from Washington to California. I did my own packing, yet they charged my credit card for packing anyway. They said they had a document signed by me that agreed they had done the packing. The paper they presented me with was a forgery. I protested, but they proceeded to bill my credit card anyway.
I complained to my credit card company, who completed a lengthy investigation, and they agreed my signature had been forged. My credit card company reversed the charges. Now, National Van Lines, Inc. is threatening to take me to collections if I do not pay them for packing, although I continue to insist my signature was forged and they didn't pack a thing. They never contacted me once regarding this matter until they threatened to take me to collections. I would love to know who to contact regarding prosecuting National Van Lines, Inc. for forging my signature.
