Complain about a product or service

North American Van Lines

Glenn of Washington DC (10/10/08)
The movers deliberately misinformed/lied to me about my delivery date and my initial estimate (I ended being charged an extra thousand dollars or so--think their subcontractor also manipulated me on the volume/cost he charged me for, but I foolishly let it slide at the time, in the false hopes that my possessions would be well handled and I would be taken care of).

Then when my goods arrived over a week late, several items were damaged. I repaired one item myself, and spent several hours completing thorough, detailed claim paperwork, only to receive a curt, one sentence email saying I was not eligible for compensation, but not adequately justifying this. I continued to call and email, and was avoided, and have received no further response to my grievances after several months. I have given up pursuing the matter because I don't have the time and money to continue going after these unprofessional people, who I feel should not be allowed to remain in business. I have reported them to the DOT already, too.

Not sure of the exact amount, but the detailed claim I presented to them for replacement/repair contained $500-$1000 in estimated damages to a desk, hutch, kitchen service, and bed roller. I did not even account for miscellaneous cosmetic damages to many other mishandled items.

Cindi of San Antonio TX (09/12/08)
We moved from California to Texas in June 2008 and we had never moved out of the state or cross country and North American assured us that we had nothing to worry about and that they were there to help us take the stress away but they added to the stress instead. They not only damaged the items that they had, they destroyed our brand new house.

They didn't cover our hard wood floor properly and so now we need the entire area replaced but when I put the claim in and I went above and beyond what I needed to do, they would only give me half of my repair cost. They said that there is always some liability on our part and that because the driver didn't put it on the paperwork then they were only going to give us half.

Well, I explained that not only did the driver have no professionalism but he never did any paperwork. He wanted to leave so bad that he didn't do anything. The two individuals that helped him unload were so rude to him also that at one point the driver and one of his helpers was closed in my office getting ready to physically fight! They didn't leave until 11:30 pm and our house was a wreck! I will never do business with them again and I hope that no one else does either.

Terra of Rio Rancho NM (08/26/08)
After all the hidous nightmare of living barely through North American Van Lines theft of our household valued at over $1,000,000.This crime that was forced on my children and myself has left us below the poverty line. North American Van Lines, converted our property for their own financial gain. We have been informed by Noorth American Van Lines that they have sold all of our property. This criminal act of North American Van Lines is all the worse due to the fact they have cashed in Security bonds, E-Bonds,and additionl valuable income.

We have and still are plauged by Idenity Theft, since all passports, death certificated, marriage lic, birth records, tax returns, Social Security Numbers etc. are and have been under the control of North American Van Lines. North American Van Lines state in their booklet provided to the consumer that if they sell your property, all money above their claim shall be sent to the person whose property they sold. Notice: I am still waiting for my check in the amount of $980,000.00.

This fraudlent claim of North American Van Lines is difficult enough to handle, but the fact that now North American Van Lines has not followed through by returning my funds of $980,000,.00 is in direct conflict with their published guaranteed promise they make to the consumer.

Identity theft, medical issues, detachment disorder, nightmares, loss of all things that grounded our family emotionally and psycologically to our past and our roots. Loss of living standard, loss of idenity, loss of confidence, loss of trust, the daily living with the burden of being violated by this large corporation and its ugly, and dishonest behavior to the unsupecting consumer.

Beverly of Greenville TX (08/20/08)
My iron four poster bed had 3 of the 4 posts broken. My 17 flat screen TV was missing. It was packed in its original box so it was clear what was in the carton. The original contract called for 100% replacement insurance as part of the pricing. Later received a call that the company had 'changed their policy' and I had to pay for insurance.

My goods were delayed for one week in Florida 'looking for a driver.' I was very unhappy with the 'service' and the response to my claim for damage and loss. Since I signed the paperwork before realizing that my TV was never entered on the original listing, they totally discounted this even though I called the agent in Ormand Beach the day after the goods were unloaded.

I don't think anything will come of all of this. Things like this generally get 'forgotten' by the companies involved.  I will end up having my bed repaired...even though I gave it to them in 'good faith.' As to my TV, I guess it is a lesson learned for me. I am just surprised that my computer made it...it was packed in its original box also.

Raymond of Palm Coast FL (07/23/08)
Articles were delivered damaged and broken, including many valuable antiques. Boxes packed were delivered empty.Mirror missing, dolphin sculpure missing.Kirby vacuum missing. Medication was stolen, sheriff was called, have police report. When mover was confronted about the damage he said it was already like that and it wasn't. 6 people moved items into storage and he moved items out by himself. Then had the nerve to call me a fag. Nothing was handled with respect and care that it deserved for such a costly move.

200 yr. old music stand had leg broken off.Almost all furniture had some kind of damage, including crushed boxes. Dining room table had legs cracked and loose. Arms on the chairs were loose. Jen Aire stainless steel refrigerator had scratches on the door.Kitchen aide Washing machine door won't latch.Lamps damaged, even one broken as he brought it into house. Antique towel rack was so damaged it's bent over.

Dan of Huntington Beach CA (06/11/08)
We moved from MA to CA at the end of Feb, 2008. We were given an estimate and paid in full up front by credit card., almost $10,000. We received our goods on March 6,2008 in good condition and the bill of lading showed the actual cost of the move was less than $8400. North American owes us $1600, which they freely admit, after many phone calls and a letter to the presdient of the company.

However, up to this time, June 11, they have told us that a check was sent to the wrong address, the wrong amount was put on a check($150, not $1600) and that they have the right to delay for six months and they are having a problem expiditing the payment. Why is it taking months to get our money back when we paid upfront in February?

We are a couple on a fixed income. We moved to CA for the weather and to be near our family. We need the money!

Tracey of Wichita KS (08/03/06)
We moved from Dallas to Wichita. It was a corporate relocation and Allied Van Lines actually packed us and loaded us in Dallas. That experience was great and we felt the packaging and care to our belongings was outstanding. The problem arose when our goods had to be stored once they arrived in Wichita. King's Moving and Storage took over from Allied once the items arrived. They were supposedly crated and placed into King's Storage. Upon arriving at our home, two months later (North American delivered the goods), we found many of our items to be badly damaged and filthy. All appliances that were shipped (washer, dry and small chest freezer) were crushed and inoperable.

When bringing in a very expensive dresser, they didn't bother to use a pad on the piece or to even pad the dolly. As a result, the dresser was gouged on one entire side as they drug the dolly on it's side up 4 brick steps dragging our dresser on the bricks! As they unloaded the dresser off the dolly into the bedroom, they broke one of the legs off of it entirely. I walked into the room as it was snapping off and asked what had happened. One of the guys shrugged his shoulder and said oh well, it's not my problem. Call the company and make a complaint.

I told him not to take that attitude with me and they walked out and refused to work. They sat out in their truck refusing to work because they said we were abusive. Nothing at all was said that was even the slightest bit offensive to them. Todd, their supervisor, was called and we asked him to come out and help supervise the move as we felt they were not appropriately handling our furniture, and he refused. He was very rude and said we could pack our belongings back up and have another crew some other day deliver, but it was summer time and he didn't know when they could get to it.

Also, we felt insecure about them reloading our belongings and being the ones to unload them back into the warehouse. Then we found out that our belongings had been crated in 3 crates and they only had one! It took them all day to locate the other 2 crates and bring them out to our home. The driver was mad and took it out on us. Barely speaking to us and when he did, he used a very rude tone. They left us at 7pm that night with nothing assembled (they refused to put anything back together), badly damaged and broken items and a very unprofessional experience in general. We have moved 6 times in 11 years and have NEVER experienced anything like this!

We have thousands of dollars in damage to our household goods. We had to go out the day after moving in and replace our appliances as we cannot be without appliances while fighting them over claims.

James of Knoxville TN (07/28/06)
On 5/24/06 I had someone meet the delivery company at my new house until I arrived in late June. North American was great until I noticed that item #93 was missing due to the fact that I got someone elses item #93. I notified North American at the end of june due to the fact I had just arrived and noticed this error. My receiver did not notice the error due to the fact that the driver was calling #s out and showing no damage and those #s were being marked off. North American wants me to return the other #93 and has declined my insurance claim saying they have a signed invoice saying all my items were received.

All items were received because the person thought that was my item which it was not. I paid for the insurance to cover actual value with no deductible and now they dont want to stand behind that even though I can prove I have the wrong #93 what are my options this is not right as that box contained baseball and other collector memoribilla that was not cheap and in return I have a kids chair.

Dana of Arlington VA (05/12/06)
The driver was rerouted and then delayed with my shipment to be delivered two days past my final delivery date put on the contract. After several calls, finally spoke to Cindy  (who told me her superior was the President of the corporation). I explained to her why I needed my shipment by the contract deadline and she became rude with me and hung up on me twice. I never once yelled at her nor called her any kind of name or was abusive with her. She was completely rude (along with hanging up on me), refused to give me the driver's supervisor's name (who lied to the Northern California Rep by telling him my apartment complex told him -- the supervisor -- they wouldn't allow delivery on a Saturday); she would not give me the license number of the company until I asked for it four times. I then told her I would be filing a lawsuit if she didn't get my shipment to me before the day I started an important new job.

She then told me it was because of my calling that the driver was being delayed -- when I called I called the first time, I was told the driver was already delayed. The driver, Douglas  called an hour after I had spent nearly seven hours on the phone with the company trying to get the issue resolved. He was verbally harassing to me and kept insisting I should have called him and not the company -- when the company told me if he didn't call within 24 hours of the locked in date (which he didn't), I was to call the company. He stated he didn't have time to argue with me but I was wrong in calling the company. He stated he was a human being who needed a day off (which was why he apparently couldn't deliver on Sunday -- a day after the contract deadline delivery date).

The northern California rep and dispatcher both told me there was no reason, from looking at their dispatch screen, that he couldn't get to me by his contract deadline date, yet Cindy  continued to insist he just couldn't. They owe me one night's compensation for going over the contract deadline plus compensation for the things I had to buy for my new job which I wouldn't have had to do if they had arrived by the final contract delivery date. My load was a small load and so I was placed in low priority -- and they kept rerouting him to pick up bigger deliveries. The driver, Douglas, also told me it would be very difficult for him to deliver on a weekend because of all the residents being home at my complex. I told him there are many other moving companies that deliver on the weekend with no problem. I am still waiting to see if I get my furnishings, clothing, valuables, etc, by Sunday -- a day past the contract last delivery date.

Shirley of Palm Desert, CA (01/26/06)
Estimate vs actual charges. My first estimate on moving one bedroom apt furniture was between 2300-2500 lb. Second estimate 2700-3000 lb. Actual lb charged at destination 3900. In dollars, I was estimated the move would be approx $2500-$3000. Actual charges at destination $4990. My question is how can these moving companies be allowed to overcharge/"over weight" and continue to operate?

I moved these same goods from Brea, CA to Bossier, La in 2002 for a charge of $2300. Now to return to Palm Desert from Bossier City, La, (via North Americn Van Lines) I am charged $3400, plus $1500 to place the furniture in storage. With this type of thing being so prevalent, how can a potential victim protect themselves, and how can I possibly fight this? How do van lines and agents manage to stay in business with this type of overcharging being so prevalent and well known by the public?

There was even an article in our local desert news re the gouging of moving companies to customers..how can this type of thing be allowed to continue? Sure I can ask for a re-weighing of my goods, but first I have to have the $4990 + more storage, on hand to bail out my goods.

Rob of Fredericksburg VA (01/17/06)
Although this was a very large move with guaranteed pay by the government, the company grossly understaffed the move resulting in excessive damage and lost items. Additionally, the labor provided was negligent in assembly of our furniture resulting in a king size bed collapsing while we were asleep and childrens bunk beds that were in jeopardy of collapse had we not immediatly inspected the other beds after the collapse of the first bed.

The size of the move required at least five movers to ensure safety, timeliness and care of our property. North American only provided 3 movers plus the driver. As a result, numerous items were broken, furniture was incorrectly assembled resulting in collapse and damage. Many items clearly marked by the packers were not placed in the room it was marked to be placed in and most were "buried" in the basement by movers who were tired and just started throwing boxes in the basement.

Anthony of Windsor CA (12/29/05)
Damage to personal property after a sucessful move from Colorado to California. Claims department, drivers, origination and destination offices all claim no responsibility/liability. The claims department instructed me to use the official claims process which limited their liability but technically this was property damage subsequent to a successful move.

Sheryl of Nashville TN (10/20/05)
Shipment was scheduled to be delivered to Nashville between 10/18/05 and 10/20/05 from New Jersey. Arrangements had already been made for the shipment to then be delivered to the customer on 10/21. Shipment did not arrive as promised. North American was called to track the shipment and stated it was sitting in Atlanta and the delivery date had been changed. When asked who changed the date was told the carrier did without any kind of notification to the receiving party. When asked if the shipment could be delivered to Nashville on the 21st since Atlanta's only 3 hours away was informed the delivery date was now 10/24.

This is unacceptable and may cost the company a valued customer. Recommendations are being sent to our corporate office requesting North American be cancelled as a carrier for any movement of our equipment. Not only are they unreliable, they just don't care.

Robert of Wheeling WV (08/09/05)
In late June, I contracted with King's Moving & Storage, an agent of North American Van Lines, to move my household to Wheeling, WV (787 miles) on July 25, 2005, with promised delivery between July 28th and August 4th. North American loaded my household goods on July 25th, and I set off for Wheeling. On July 29th, still waiting for my goods, I called NA's so-called "customer service," I was informed that my goods were still in KC; they supposedly couldn't find a driver.

I e-mailed and called again on August 1st; customer "service" still couldn't tell me anything. On August 2nd, I called again and was told they were scheduled to load my goods on August 4th, with a delivery date of August 9th. I confirmed those dates by phone the following day. On August 8th, a truck from NA unexpectedly showed up at my door. However, in the course of their sloppy move into my house, the driver told me this was only a partial shipment; the rest was coming on another truck. He could not say whether it would arrive on August 9th as promised.

Today, August 9th, after waiting all morning, I called customer "service" around noon. They now inform me that the rest of my goods are still in a warehouse in KC; they are trying to find a driver. I ask to speak to the customer "service" representative's boss. He has no answers for me, and accuses me of being abusive when I point out his ignorance -- ignorance to which he has just admitted. I can't get any answers to my questions, including why they have so thoroughly botched my move. Who do I call? How do I get the rest of my household goods?

Ingrid of Sydney Australia (08/09/05)
I had a large container of household goods etc moved from Cincinnati to Sydney. Damages and losses were unfortunately incurred. It is nearly 8 months and North American Van Lines are not attempting to settle the claim in a satisfactory manner - they are not answering my emails in a timely manner.

Kish of Fargo ND (08/01/05)
My fiance and I moved from Los Angeles, CA to Fargo, North Dakota last month. We received quotes from several moving companies before deciding to choose North American to move all of our belongings. The movers came on 7-14-05, as scheduled, and loaded all of our belongings onto a van. That went fine. We were told our belongings would be delivered sometime between July 20-27. It is now 8-1-05 and our stuff has not left Los Angeles.

Everytime we call North American Customer service, they tell us they have not found a driver yet and they have pushed back the delivery dates twice now. Today we were told our belongings are tentatively scheduled to be delivered a week from Saturday (August 13), IF they can find a driver to pick it up this Saturday (August 6). We have nothing in our new house and are living with our 2 dogs, 2 cats, 3 changes of clothes, and a few pieces of silverware. We feel there is nothing we can do as all of our belongings are in a warehouse in the care of North American Van Lines and do not know how yelling and screaming over the phone will get any more done than being as polite as possible while explaining how frustrated we are.

Kal of Eureka MO (06/29/05)
I moved from CA to MO and my stuff was picked up on 6-20-05 and the delivery was promised between 6-27-05 and 7-01-05. Now I am being told that it will not be delivered till 7-6-05.  I am suppose to be working from home, I will not have my files, computer in time after my vacation ends on 7-1 and there will be loss of revenue, I also have two children that need refrigerated food and milk.

Matthew of Englewood CO (06/15/05)
We were packed on June 11, 2005 with and agreed upon delivery date of June 16-18th at our new home in Englewood, CO. We were told the van would be in transit on Monday, June 14th for delivery closer to the 16th. However, the scheduled driver that NA had lined up, suddenly became unavailable. We are being continually told that until a driver comes through the San Diego area and agrees to move our belongings, that no delivery date can be given to us.

So, all we can do is sit and wait. They have claimed that we will be reimbursed for certain limited expenses, but they will fall well short of actual and realistic expenses. We have nowhere to turn and are receiving absolutely no help from the company.

Joe of San Clemente CA (05/18/05)
My goods were loaded into a moving truck on 4/14/05 in San Clemente, CA headed for New Brunswick, Canada. I flew to New Brunswick on 4/18. The agreed delivery date for my goods and furniture was 4/19 - 5/3/05. As of 5/2, I had not heard from anyone from North American Van Lines. I called them and they stated that the goods were still in California and they had no idea when they would be shipped. They stated that they would call me back with details.

After several days, I still had not heard from the moving company, so I called back and was given the same answer: the goods were still in California and were not yet scheduled to be shipped. As of today, my shipment is 15 days past the end of the delivery window and I have not yet received word from North American on its status.

Sheryl of Nashville TN (10/20/05):
Shipment was scheduled to arrive from New Jersey to Nashville between 10/18/05 and 10/20/05. Arrangements had been made for the shipment to then be delivered to a customer on 10/21/05. When the shipment did not arrive, I contacted North American and was told that the shipping date had been moved to 10/24/05. No one from North American had contacted the receiving party. This delay may cost my employer a valued customer. We have recommended to our corporate office that North American be dropped as a carrier for our company.

David of West Columbia SC (8/22/05):
Our contract with North American (NA) specifically stated dates of delivery. When NA did not deliver as promised, they gave us an alternate delivery date which they still did not meet. As a result, we had to purchase items for daily living and we hired another carrier to deliver our possessions. NA's agent, King's Moving and Storage, also damaged our goods during loading and storage. We are asking NA to pay $2,600 for damages, delay and cost of an additional mover.

Iris of Winslow ME (8/10/05):
North American (NA) loaded our items on 7/22/05 for a move from Kansas to Maine. I was told that my goods would be delivered between 7/28 and 8/4. It is now 8/10 and they nave not been delivered. No one from NA even bothered to contact me to let me know that the delivery date had been moved again to some time between 8/11 and 8/12. I have spoken with numerous customer service representatives and managers, all of whom seem extremely unconcerned about the problems this is causing us. Now, while one person tells me my goods are scheduled to be delivered on 8/11, another person is telling me the date has been changed to 8/18 or 8/19. A manager told me that we would be reimbursed $350 per day for hotel and food expenses; however, I have never received the paperwork he promised to send which would allow me to file for reimbursement.

Robert of Wheeling WV (8/09/05):
I contracted with King's Moving and Storage, a North American (NA) agent, to move my household belongings to Wheeling WV. My items were loaded on 7/25 and were to be delivered between 7/28 and 8/4. When I called on 8/2, I was informed that my goods would be delivered on 8/9. Then on 8/8 a NA truck unexpectedly showed up at my door; however, the driver told me this was only a partial shipment and could not tell me when the rest would arrive. Today, 8/9, I have contacted NA and have been told that the rest of my belongings are still sitting in a warehouse and they are trying to find a driver to deliver them to me. I have been told that I will be reimbursed for only 1/2 of the meals I've had to purchase and a midrange hotel after the 8/4 date.

Kish of Fargo ND (8/01/05):
My fiance and I moved from Los Angeles to Fargo last month. North American (NA) loaded our belongings on 7/14 with a delivery date of 7/20 to 7/27. It is now 8/1 and our goods have still not been delivered. The dates have been pushed back twice because NA says they cannot find a driver. We are living with 2 dogs, 2 cats and 3 changes of clothes until NA delivers our possessions.

Jamie of Greer SC (7/27/05):
A North American (NA) truck showed up 4 hours late on 6/11/05 to load our possessions from the Indianapolis, IN home. Delivery to our new home was to take place between 6/15 and 6/18. On 6/20 our goods were delivered around 5 PM. The driver showed us how the wrong map and directions had been stapled to our inventory list thus sending him to Charleston instead of Greer. When the items were unloaded, our Tiffany glass lamp and a glass table top were broken and garden tools were missing. I contacted NA several times by phone, but no one returned my calls, so I filed a claim with the Better Business Bureau. I also filed a claim with NA for the broken items which was later denied in a letter dated 7/9. We inconvenienced family and friends who came to help us move and were forced to pay for meals and cell phone calls for several days while living without any other household supplies.

Kal of Eureka MO (6/29/05):
I moved from CA to MO. North American loaded my belongings on 6/20 and was scheduled to deliver them between 6/27 and 7/1. I am now being told that delivery will not take place until 7/6. Without my computer, I will not be able to start work when my vacation ends on 7/1 resulting in a loss of revenue. My children also need refrigerated food and milk which I am not able to provide.

Matthew of Englewood CO (6/15/05):
North American (NA) loaded our household goods on 6/11 for delivery to Englewood, CO between 6/16 and 6/18. We are now being told that there is no driver available for our truck and NA does not know when our goods will be delivered. NA has claimed we will be reimbursed for limited expenses; however, they will not come close to covering the full expenses we have had to pay for hotel costs, boarding costs for our pet, food, gas and airline change fees.

Joe of San Clemente CA (5/18/05):
My possessions were loaded into a North American truck on 4/14 in San Clemente to be delivered to New Brunswick, Canada between 4/19 and 5/3. As of today, and after having to call NA numerous times to find out any information, I am being told that my goods are still in California and are not yet scheduled to be shipped. I have been living in a hotel since 4/18 and NA sates that they are unwilling to discount the shipment even though it is already 15 days late.

Deana of Mesa AZ (5/12/05):
I was driving west on Freeway #202 in Phoenix, AZ at approximately 12 PM on Saturday, May 7, 2005 when I encountered a North American Van Lines truck driving erratically. The truck was driving too closely behind other drivers in an attempt to make them speed up and making drastic lane changes resulting in cutting off other drivers. This driver was unsafe and created a potential road hazard.

Howard of Midlothian, VA, writes:
I am writing on behalf of my daughter who moved from Ft.Collins CO on 2/22/2000.Her furniture was picked up by North American on that date. She said pick up service was good.Delivery of furniture was scheduled for 2/28/00. She arrived on 2/27/00.She was notified that delivery would be on 2/29/00.

There was no delivery. She received a call that it would be delivered on Wed, March 1st, but since she had to start work in her new job she could not be home, so it was rescheduled for Friday, March 3rd. Again it was a no-show.

As she is single and in a new job, she then arranged to have it delivered today, March 9. She received a call today that it would not be delivered until next week. That will be more than three weeks.

She is in a house without any furniture,except for two chairs that she has borrowed from us . No bedding (sleeping on the floor in a sleeping bag),no cooking utensils. Her computer is on the moving van which she should have for her job. She does not have an ironing board nor most of her wardrobe. This has been an emotional strain since her new position requires that she be well groomed as she has to meet with her new Governing Board on a daily basis.

She is afraid to complain as she fears there may be damage to her furniture when it is unloaded.

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