North American Van Lines Reviews

My husband and I have moved multiple times across the United States, and the amount of damage incurred on this one cross-country move was more than every other move combined. We purchased insurance and were told by the initial Ward North American representative that by purchasing the insurance, North American would be bound to "replace with like or repair" if any items were damaged. Our items have been inspected, and I have received the initial letter from the claims department. Needless to say, at this point, they are denying responsibility on several items, in one case denying the claim by labeling it "owner error or omission". The particular piece is an antique decorative mirror which they were instructed to pack. Apparently, wrapping it in a piece of burlap and loading it on the truck passes for packing - absolutely ridiculous.

Another item they damaged was an antique table, which was declared as a "high value item". While they have offered $190.00 to re-affix the leg they broke off, I'm still flabbergasted that they did not treat this fragile item, which I declared as valued in excess of $20,000, with more care. I must stress, it appears to us that North American went out of its way to break/damage as many of our belongings as possible. I recommend never utilizing them. Here is just a partial list: a dining room table, an Oak kitchen table, a Chinese curio cabinet, a Stickley curio cabinet, a Dyson vacuum cleaner, a Buffet, a bookcase, a decorative mirror, a broken glass for table tops, etc. In every other move (utilizing other companies), we experienced only one damaged item per shipment, while in this one move there were over 14 individual items broken/damaged.

Also, I might add that while they have offered us a cash settlement on the items they are accepting responsibility for, the closest reputable repair shops are 1 1/2 hours away. So, now there is the additional cost of having to transport items. Basically, we need to hire a mover to transport our damaged things to a furniture repair shop which is, of course, a cost North American is not offering any compensation for. I will continue dealing with the North American claims department, but I suspect that we are just out of luck.

I submitted a delay of shipment request and was informed it would take 7 to 10 days. I had to call after 21 days to question my refund. Then, I was informed that the check had been mailed out. Yes, it had been mailed to a "storage unit"! Then after providing them my correct address again, I was informed the check would be mailed. Today, I received the check finally, and it is made out to the wrong person! I contracted, paid for the move, and submitted the claim; and the check was cut to my brother, unbelievable! Will I ever receive my money? Would I ever recommend North American Van lines? Absolutely not!

My insurance claim was denied with the explanation that my antique tables were already broken at the location of origin. The wicker loveseat compensation coincidentally was the same amount as my insurance deductible. I had been kind enough to drive to the hospital to pick up the mover who fell from the ladder so he could ride back home with the rest of the crew. My claim for the broken TV was denied since the set lacked external damage. I believe that NA is running a scam with the insurance claim. I am disgusted and aggravated that legitimate complaints are being shrugged off with no recourse for the consumer.

The quality of the packing was awful. We opened a box that looked liked it had been packed by our 6-year old. Items were just tossed into the empty box without any wrapping. Other items were placed into boxes that were too small, so they were permanently deformed. A large glass table was wrapped in cardboard. (It has previously been crated by every other moving company.) The handling of our items was also awful. Every piece of furniture had some form of damage or chipping. Finally, they lost some of our items in their warehouse. I called to inquire where a rug and multiple boxes had gone. Their response was, "We were wondering whose items those were." I could not recommend this company to anyone in good conscience.

I cannot believe they are entrusted to move our military personnel. You people at NA van lines should be ashamed of yourself! Now, all my claims for missing and broken stuff are being denied. What a surprise. To the president, I hope you feel good about the rotten company you have! Shame on you all! You even had someone do a follow up call for satisfaction - maybe you should read them! I will go to the BBB, the local news and all social media and hope you have a response!

Finally, our stuff arrived today and we had scheduled the elevator for a 4-hour window to move everything in, but the movers could not begin unloading our stuff. Why? Because they needed to be paid first with a cashier's check. After dozens of phone conversations with North American reps, no one told us to have a cashier's check ready. In fact, our contract says we can pay by credit card, which we eventually did, but not before several North American reps gave us their typical "I'm sorry, there's nothing I can do" baloney. In short, North American was able to deliver many headaches and excuses, but could not get us our stuff anywhere near the time they promised. The real shame is the guys doing the heavy lifting were fantastic. They even took responsibility to solve the problems that corporate headquarters created.

I have taken off work using my leave to be here and here I sit with no furniture to unpack or settle our home. I have wasted my leave, money in travel, money in food, etc. I would have pushed everything a week later if I had known. Ward Van lines knew on Thursday they didn't have a driver! There was no way they were going to be able to make this happen timely. I have been offered a hotel stay. I do not need a hotel. I am paying for a rental property with nothing in it. They offered only 1/2 for meals if we stay in our rental and they want us to go out and buy "essentials." I do not need essentials - I want my goods! It’s a waste of my time and money to go out "shopping.”

I was told they would pay for 1/2 of meals with receipts which I have, but now they want them itemized for each food item. I was not told to do that and only have receipts for restaurants. I have agreed to the $50 a day without receipts and I do not think that is acceptable and Ms. ** would not let me talk to anyone else because she said they will tell me the same thing - quoting different tariffs and rules.

This unacceptable and I will post on every website on the World Wide Web not to use Ward Van Lines or North American Van Lines ever again. All they can do is offer $50 a day, which is not even close to my time and leave lost sitting in an empty house. They offered $500 to change and move my airplane ticket around and that would not even pay half the cost of making those arrangements, as well as the cost of my time lost at work and messing around changing everything. Unacceptable. I was told by Victor that on Monday the 25th I was one of two customers that their items were delayed and that is supposed to be a "good statistic" - if you are not one of the two customers. He was trying to make a joke, but of course I was not laughing and remain frustrated and annoyed by this experience.

Please feel free to contact me if you have a better offer to resolve. Please don't call if all you are going to say is, "I'm sorry." I heard that and it doesn't off set the $9000 that I am paying for late arrival of my household goods. I am requesting the maximum amount you would have allowed for a late delivery. I suspect 15-20% would be reasonable.

When we contacted Beltmann regarding this issue, we got the run-around for a while of them "trying to help us" and doing all that they could. After our claim was denied (because the bag wasn't supposed to be on the truck, therefore wasn't on the inventory list), we discovered that the driver had hired one of his "helpers" under the table. When trying to obtain the names of the movers for police reports, they gave my husband two names, insisting the third person wasn't there (my husband was there the entire day, with the three movers!). I am appalled at how a "professional" high level company can just blatantly deny any wrongdoing and take no accountability when one of their hired drivers is illegally soliciting work, paying under the table, and contributing to theft! Meanwhile, I am stuck without my camera equipment, losing business and much time fighting this battle when someone was in my own home and stole from me!

The condo community does not allow a moving truck larger than 32 feet that was built into the price of moving. But of course, the day of the moving, they tried to get an extra $300, which I would not pay. I went as far as closing my aunt’s credit card so that they couldn’t charge it because I’m sure they would have without any authorization. I wouldn’t use this moving company. I thought at least she should be compensated in some way, almost a month without her stuff. And they were nasty when we called, not nice people working for that company. They had her hostage really because they had her furniture. I hope people read this and never use North American Van Lines.

Additionally, please also note: 1) We asked that the equipment be crated but the North American agent advised us that it was not necessary, only a soft-pack was required. 2) Upon delivery in Colorado, I noticed the driver’s assistant attempt to juggle the speaker case, the horn, and the four long metal brackets on a small dolly. I insisted that it would require two trips but he chose to ignore my advice and proceeded despite my instructions. 3) It is evident that the North American driver did not fully inspect the equipment and cannot prove that the damage did not occur while in the custody, care and control of North American.

The speakers are considered high-end audio equipment, reflected in the Stated Value insurance we purchased. The only repair option is to send the damaged equipment back to the manufacturer in Germany. The only replacement option is to purchase brand-new equipment from Germany. The Avantegarde-authorized repair company has prepared an estimate. I can send that as well if needed. Note that the repair is approximately $1,800, not including shipping to and from Germany.

I just received a letter in today's mail postmarked March 14 that my claim has been denied. This is the second shipment I've coordinated with North American. The first time was relocation. Furniture was damaged but I felt they were not competent enough to handle the repair of my antique armoire. We were willing to settle for a repair; however, we will now be seeking legal counsel to litigate for the full amount of the insurance purchased - $20,000.

On January 4, I spoke to a rep in North American's delay claims who told me that I needed to provide receipts of my expenses and that I could have been staying in a hotel for the past week rather than sleeping on the floor of my empty apartment. Mark did not tell me these things. When my things finally arrived, 18 days past the load date, my bookshelves and a chair were damaged, and some items were missing. No one seemed to care about the extreme delay.

I was aware that they have a driver shortage at the holidays, but I was assured by the agent who came to my apartment to assess my things that if I booked my load date prior to December 21, I would avoid the extra cost and delays of that expected driver shortage. This was not the case to the extreme. I also find it amazing that they expect to be paid the same amount for a lousy job as for a good job. I would strongly warn anyone to stay away from using North American and from using Executive Moving Systems (in CA) and Beltmann Group (in GA) in particular.

He did well. Thank you, Noel.

North American also lost several items. We received the PS3 box, but when you opened the box, the console was missing. They lost a comforter, art, a doll, ribbons and awards--not to mention the broken items. We purchased MVP protection which states that it will repair/replace/reimburse damaged and missing items. North American has not reimbursed us for anything. I just received a letter today stating that they will not reimburse our missing items. They will not honor their own contract.

The crew was very courteous in packing everything up. The crew in Atlanta was just as professional as the CA one. My stuff was delivered within the time frame they gave me and I was very pleased with the company. Overall, I will recommend them to all my friends and/or co-workers, job well done.

They have our worldly goods and our money and we are left stranded living out of our suitcases.

The fact that they did not have to climb any steps was irrelevant, they said but eventually ** (from Guatemala, he claimed) advised he would not have to tell the company it was on the 3rd floor and if I were to give him my upholstered leather chair he would "forget" to tell the company and I would not be charged with the additional $500. I agreed and he walked away with my chair after he had 2 hired hands load my things into a rental van. I arranged to have my items stored in the NAVL storage area in Phoenix while I located a house in Oregon.

In the latter part of June 2010, I had the house and called NAVL to deliver my items. They gave me an estimated time of arrival and that date passed with nothing happening. That was the beginning of many phone calls to NAVL. Roughly 90% of the time I got an answering machine telling me they were busy and to leave a message. Essentially, all of my messages went unanswered. Months went buy with repeated ETA's for my furnishing but they never arrived. In the meantime I was being charged an exorbitant amount each month for storage fees. I eventually called the Surprise Arizona police department who put pressure on NAVL and opened a case file on Mr. ** in particular and NAVL in general.

I received a phone call from Mr. ** telling my items were due to be shipped within 4 days and to please call the police off him. I refused and it was then that he said, "We have all your belongings and you do not want us as an enemy". I hung up on him. Within a week, my items arrived by a sub-contractor. I was appalled. Many boxes missing, all boxes damaged, and large pieces of furniture smashed and broken. I complained to NAVL who sent me a form to fill out and send to their "insurance agent" (Claims Service International in Florida). I filled out the necessary paper work, supplied photographs, etc.

I signed the form (essentially giving up my right to sue) and returned it to CSI. I heard nothing from that time until June of 2011 when I called them to find out what had happened to my claim. I was advised the case had been closed in September of 2010 when they authorized payment which had to come from NAVL!

In the interim, I had written the BBB and was later advised that they had sent the obligatory 3 letters to NAVL but if NAVL did not answer the letters, the BBB had no further authority to do anything about it. The BBB also informed me that had many complaints about NAVL and had given them the lowest rating they have. I also wrote the Attorney General's Office, fraud division in Oregon, California, Arizona, and Texas (the route the load took getting to me). Only Texas bothered to answer my letters, and informed me they could not handle individual cases. To date the claim is closed, I am out close to $10,000 all told and have no more money to replace most of the items destroyed while in storage..

Scheduling: we scheduled a move, noting continuously that the home had sold and we needed out by a certain date. We drove 400 miles, one way, the night before the scheduled move in order to have everything zipped up and ready to go the next morning, as per the agreement. The day before, we contact the company three times with no response back as to what time they would arrive. Promises from "customer service" (we lucked out once and got a human, other than that "customer service" is voicemail) and "Stacy, the receptionist" we'd get a call back when "scheduling was complete."

Finally at 5:15 pm, we get a hold of a man who informs us that "10% of the time," a move gets switched from an early spot to a later spot and we were now scheduled for a whole day later and he apologizes and says if we hadn't been told that was the way they do their scheduling, then he was so sorry and we would surely be compensated. Have yet to hear from the gentleman again. We ended up frantically searching for another mover that we'll be paying double for last minute scheduling, now storage and delivery at a later date! We gave Northern our deposit and advanced scheduling, told them we must be out by this date. None of these things matter to this company once they receive your deposit!

Customer service: the only person you can speak to is a receptionist named, "Stacy", who is constantly "updating her system" and insists that the dispatcher is the manager, James and is magically "unavailable" during business hours (so never available for resolution). We finally called North American and found out this company is a problem and have taken a lot of people. I can't even imagine what it will be like to try to get our deposit back. Don't even give this company a second of your time or a penny of your money! We are scared to death they have our credit card info.

I found another mover to move me across the country that day! He charged me $500 more, but at least he showed up! I asked North American to reimburse me for the losses. They said no! If I had done what they asked me to do, I bet they would not have paid the $2,000 either! They will breach the contract and leave you sitting without electric, phone, anything! Then say, "You canceled the contract" when you find someone to get you the hell out of there!

We finally received our items a week late. I was ready to fly back to Atlanta and rent a Uhaul to move the stuff myself. The loading and unloading crew couldn't have been nicer but the company as a whole can't be worse. They aren't honest with their customers and make promises they know they can't keep. Now I'm in the process of trying to get reimbursed for hotel stays and necessary household items that were required while I waited for delivery. I can't even get through to customer service.

Still not sure what is going on, a construction worker told me that the truck needed to back up where I was. Where were the signs telling me I could not make a left out of my garage? Why do this during high traffic? I understand that probably was not planned; yet not my fault. A woman who was standing with the man in the street told me to go on the far outside of the truck as there was room. Both the construction worker and man agreed and so I attempted to do so. As I turned the corner and realized that this was not a possible maneuver. The truck stopped. A man jumped out, walked over to my car and began yelling at me. "What the [expletive] are you doing you [expletive] idiot? " I got out of my car and responded "I do not exactly know what is going on or where you plan on going but please do not speak to me that way. I have my 2-year old daughter in the car and she can hear you." Obviously not happy with my request he replied as he walked closer to me, "Get your *** piece of *** out of my way or I will back the *** over you."

Now threatened, I jumped back in my car and backed all the back to Sunne Ln garage. It came to my attention that the man and the woman were the people moving into the building and were helping guide him as he could not see. So the truck driver got himself in a situation where he needed help, no signs advising the residents we could not make a left then felt the need to threaten me. Truck # xxx License Plate # xxxx Maine

I'm unable to light things & couldn't do that nor afford it. Months later, I was able to go through my boxed items in garage. Many items were not there! I've been so upset since, for they are not replaceable! Now I know why the driver was in such a clumsy hurry too! He shoved the papers under my nose and told me to just sign! I've never did a large move before, and sure learned my lesson! Never use this company again! They BS you just to get your business, and give you the business!

Non-replaceable family items, antiques broken, mental anguish from dealing w/the company.!

My original moving date was June 1, 2010 but I was contacted by Shannon ** to move the date to June 2, 2010 (this was the final date I could be in my apartment). On June 1, 2010, I had to make an appointment for the repair of my car for June 2, 2010 and I notified the moving company by e-mail that I had several last minute items to complete.

June 2, 2010, the Semi driver for the Ward Moving Company said he could not get the Semi into the apartment complex and he would have to get a shuttle. I asked him what he meant by that he stated he would have to rent a truck to get my items and then load them on to the semi. I asked how much would that cost. He stated that either Abbey or Shannon would get back with me. Abbey called me and stated it would cost me a little over $500.00 and I told her I was not paying for her error. This is the same statement I made to Shannon and to the driver. The driver informed me that Shannon would probably take care of it because it was the Relocation Consultant error in planning what type of vehicle would be need for the move.

On June 8, 2010, the moving van not only showed up, but the alarm system company and also the home improvement company. I was running back and forth trying to do the inventories on my house hold goods along with installations services for my home. Again I asked the driver if Shannon had told him anything regarding the error on Abbeys part he said no. Then he gave me a form prior to loading shuttle dated 6/8/10, again I told him I was not paying for Abbeys mistake.

On June 10, while checking my on line account, I noticed two charges were made by EE Ward Moving Company both on June 3, 2010. I then called you (credit card company then I called EE Ward Moving Company and spoke with a Mr. B. ) Mr. B. informed me that Shannon would call me in the morning. When Shannon did called she state yes it was Abbeys error but she shouldn't have to pay for her mistake I told Shannon, I did not know anything about trucks so how could they hold me responsible for their consultants mistake.

I later called the North American Van Lines in Fort Wayne, IN and spoke with their customer service rep and explained to her that this was all happening during the loading of my house hold good and I was not paying for their Relocation Consultant mistake because I know nothing about truck. Yes my house hold goods were placed on a shuttle but I did not give permission for them to charge my credit card for their mistake nor alter the original contract I signed on April 22, 2010.

This is another bait and switch by North American Van Lines and poor training of sales reps and drivers.

Delivery date, as provided by HP both verbally and in writing, would be 4 -6 weeks. Pick up on 9/9/09 would have had the goods arriving in Honolulu the first week of October. On 9/9/09, all goods were packed by AMS in brown company provided packing boxes (pictures available in color). The cost of move was advised by email from HP on 9/11/09. The email was sent at 7:29 PM EST. This was 2 days after the packing and not as indicated by HP the next day. There was no verbal communication concerning the cost prior to the email of 9/11/09. On 10/2/09, after numerous calls to HP, he had a staff member call to advise that the shipment did not make the 9/24/09 sailing. That the shipment would not leave the port in California until 10/15/09.

On 10/2/09, HP was called a 3rd time and clearly told that he was to ensure that the shipment was to leave from CA ASAP and if necessary, he was to pull all favors in order that he accomplish that. At no time was there any profanity, but HP was clearly advised that the senior management of North American Van Lines would be notified of the complaint and his lack of performance in his job. A letter of complaint dated 11/20/09 was sent. HP had advised that the Oahu movers would be Island Movers. Then in a 10/6/09 email, he stated the movers would be Pasha Hawaiian Transport. Wrong. In an email on 10/19/09, he reverted back to Island Movers. Total confusion. Between 10/7/09 and 10/19/09, there is no further communication with regard to the arrival of the ship, though HP had written that his staff would be advising arrival date, etc.

Island Movers was contacted by Rebecca on 10/6/09 who advised ship to door delivery would be 7 days. HP had advised 2-3 days. That there would be an elevator charge of $65.00 for elevated building. HP had not advised this fact. On 10/19/09, Rebecca had to call HP regarding the arrival of the goods. HP stated that they confirmed on 10/16/09 that the shipment was released and that Island Movers was retrieving. None of this information was advised to Rebecca. Delivery by Island Movers was made on 10/20/09.

The shipment was extensively damaged: Numerous boxes damaged, boxes already open upon arrival at the apartment, different boxes arrived i.e. brown packing boxes used on 9/9/09 and white boxes upon arrival, boxes arrived with labels for Sydney, Australia, damage to the television set that had been originally wrapped in bubble wrap now arrived wrapped in brown paper with a piece of cardboard across the screen - the entire television casing was cracked, a large crack was evident in the side of the large wooden chest of drawers, the use of the stuffed animals, originally packed in box #061 were removed from the box and used as space fillers in the shipping crate, and the contents of each box described on the manifest/BOL did not correspond to the actual contents of the numbered box e.g., box #071 contents on manifest dishware and glassware actual contents of box were shoes. Boxes marked "Fragile Handle with Care do not lay flat" severely damaged.

The computer desk could not be rebuilt since there were no screws. Island movers did not unpack the boxes, which was included in the total cost of the move. There were so many damaged boxes, each box had to be photographed, unpacked and then surveyed for damage. The head mover of Island Movers stated that he would be happy to verify the very poor condition the shipment arrived in. There were 3 men from Island Movers and only one person to cover the examination of the damages. The recipient decided that in order to correct log and photograph all boxes, the unpacking would take several days and the movers were dismissed. At no time did the recipient waive the service of unpacking.

Copies of the 11/20/09 complaint letter with copies of emails and photographs were sent via certified mail to Wes Lucas, President of North American Van Lines, Steve **, manager of NAVL and various other individuals. Response by the President or even the Chairman of the Board John ** amounts to zero. Then to top everything off, Jennifer ** provided incorrect information and lied to the credit card company when the charge was challenged. When called on 2/17/10, she has not returned the call.

There was no way I could witness the packing because it was going on in two places at the same time. There were over 250 tag numbers. At delivery, boxes were quickly brought in without any official check off. I was a fool to sign the receipt because all the packages were signed as delivered. Even though there was no way to prove that everything was packed, my claim was denied. Even though I paid for 100 percent insurance coverage, I have to pay for every missing item. Don't trust your packers at American Van Lines. Some of them are thieves. Don't sign anything from American Van Lines because this enables them to deny any claim of missing property. Don't let the moving people of American Van Lines rush you because it will cost you in the end. It also allows the company to deny any claim because you agreed that all packages were delivered.

When the third party crating company came to crate the special, fragile items, they informed us that there were only 6 pieces that had been authorized for crating, but there were 7 pieces that needed crating. We were told the 7th item could be crated, but it would cost us an additional $50 COD for the crating. It was also going to be an additional $20 to uncrate this unauthorized item at the destination. Unbelievable! Our moving day was set and we were told to expect a phone call 24-48 hours before the actual move day so that they could give us a window of time when the movers would be arriving for the move. That phone call never happened. On the eve of the move (which was a Sunday), I left our customer service coordinator a voicemail, stating that I never got a phone call and I needed to know when the movers were going to show up. The next morning, 30 minutes before the movers arrived, our customer service coordinator called us and said, "They are on the way!". Great, thanks for the advance notice.

The movers arrived and all three of them looked less than thrilled to be there. In greeting them, only one was wearing an actual NAVL shirt, the other two were wearing typical street clothes. I don't know if NAVL employees are required to represent NAVL with their clothing, but I let that minor fact go. These movers were uneducated, unmotivated and clearly uninterested in the task at hand. My pulse started to race as I knew we were about to engage in a huge mistake by putting the contents of our entire house into the hands of these three individuals. Two hours into the move, there was an assortment of boxes and a few pieces of furniture sporadically placed in our driveway, our neighbor's driveway and the patch of grass that separates the two townhouses. It looked like a neighborhood yard sale!

Watching the movers walk around with the "deer in the headlights" look, it was clear that these guys had no organizational skills and clearly had no idea how they were going to pack our belongings into the van. I watched in complete horror as our leather sofa and leather chair were "squeezed" through our front door completely unwrapped! I realized that some doorways are only so big and our leather chair is an overstuffed one, but it was brought in without any damage and should be brought out the same way. There wasn't one stitch of covering on the leather couch and chair when they were pushed through our doorway. I didn't even have the guts to inspect these pieces after they "popped" through the door frame. I would leave the inspection for when they were delivered.

The rest of the move did not go any better as there was absolutely no care given to our belongings as they were removed from our home before being put into the van: Walls nicked, stairwells were scratched, door frames were gauged and dinged. And this was just in the house! We knew we would find damaged boxes and furniture when it was all delivered. These "professionals" treated our home and our belongings with not one ounce of care! In fact, we spent almost two hours after the van pulled away patching up gauges and dings in door frames, repainting walls that had been carelessly marked up and filling in dents and scratches in stairwells.

Our customer service coordinator had informed us that on the date of the move, the driver would be able to give a pretty accurate date of when everything would be delivered. Before the van pulled away, we asked the driver when we might possibly expect our belongings to arrive at their destination. He responded, "I really can't tell you until I complete the delivery that is scheduled ahead of yours." I accepted his answer and asked if he would contact us throughout the journey to give us updates on his progress. He said, yes. In the next 7 days, we never heard from him once. On the 8th day, I took the initiative and contacted him and asked him where things stood with the delivery. He said he would be delivering in 2 days. He also asked if I could give him directions to our address from the city of his last delivery. What?! I hired a moving company and also have to provide directions to a destination that I have just moved to?

I gave the driver the major highways and route numbers to get him from point A to point B. On the morning of the delivery, the driver called again to say he was 18 miles away, but needed detailed directions to get to our place. I asked him if he had a GPS and he responded no. I told him he might want to invest in one for the future given the line of work he was in. He said, "Well there is one in the truck, but it's not hooked up." I said he might want to get it hooked up soon. He also said, "And I don't know how to use it." Come on! Anyone who drives for a living (moving companies, chauffeurs, movers) should have a GPS. It's 2009 for heaven's sake! After 30 minutes, we finally managed to give him directions to get to our place. When they got out, only two guys were present. So three guys to pack up a truck, but only two guys to unload it? I think there is a joke in there somewhere.

Again, the movers appeared unmotivated and uninterested. The forecast for move-in day was a mixture of clouds and heavy showers, off and on, all day. Because of this, I knew we couldn't dilly dally. This unpacking had to go more smoothly than the pickup day. Realizing he did not have enough help for the unloading, he actually asked one of the residents in our building, who just happened to be walking by, if he could lend a hand for a little while and help them unload the van! He offered to pay the kid $40 and the kid agreed to help. I was completely in shock! I was grateful for the additional hand, but I did not hire NAVL to outsource help with unloading because they did not have enough help. Completely unprofessional!

On top of that, we realized it was taking a long time to get our belongings in once they were being removed off the van. My partner and I jumped into action and played "movers" for the next 5 hours! So not only were we paying NAVL to move us, but we, the customer, were also assisting with the physical labor of the move. If I had known all of this beforehand, I would have simply rented a U-Haul and done this entire move ourselves! We should've been inside checking off boxes and furniture as they were being brought in to ensure that everything had been delivered. Instead, we were assisting with the physical labor of unloading the van. A job that we had hired NAVL to do!

Finally, all of the belongings were in our new home, but not without damage. One leaning bookshelf was totally destroyed, our dining room table had a leg with a chunk off the wood that had been chipped off, two of the chairs from our dining room set had gauges and scratches on a couple of the legs, two small end tables (made of wood with glass tops) were wrapped together with nothing between the two and suffered scratches and gauges in their legs, a television stand arrived with a very badly scratched base and that leather sofa and chair I mentioned earlier? Both arrived with scratches and scuff marks on the arms and backs of them that are now permanent.

As we're accounting for every box and piece of furniture, we realized that we were missing one dining room table leg and one of the slats that goes to the frame of our platform bed. The driver ensured us that they must still be somewhere in the truck. We were told that they ended up unloading the truck "backwards" so some of the pieces that were packed together got separated as they were trying to organize the contents of the truck to be unloaded. What the heck does that mean? Clearly, these guys need organizational skills! Ironically, every single box we personally packed for the move and aside from one pilsner glass, everything we packed arrived with no breaks or damage.

The movers offered to help us put the bed and the dining room table back together before leaving. Upon bringing the mattress into the bedroom to place on the bed frame, the small dolly they used to wheel the mattress in "flipped" up when the mattress was pushed off from it and put a small dent into our newly painted hallway! When the dining room table was having its legs reattached, one of the movers (who probably weighs 230 lbs) actually used one of the legs as a brace to actually lift himself off the ground and onto his feet! I was completely shocked! I could just picture that leg snapping in half from the weight of his body. The movers were about to leave before I stopped them. They were actually going to leave without us checking off each item on the invoice to make sure that it had been accounted for and delivered.

When they left, we were completely mortified. We have never had a more unpleasant experience in our lives. Moving across country is stressful enough, but this experience was simply inexcusable and unprofessional. The next day, I contacted our customer service coordinator to begin the claims for the damaged items. She directed me to the online claim form. When I asked about other "customer satisfaction compensation", I was told I would have to contact customer service at the headquarters. After being bounced around for 40 minutes from one NAVL representative to another, I was finally put in touch with a woman named Sandy **. I began discussing with Sandy the experience we had with NAVL, beyond the physical damages, and was looking for some type of compensation for the non-physical damages that we were put through (i.e. the unprofessionalism of the experience, not enough help with the unloading, the physical that we personally performed, etc.).

Sandy was unhelpful and said I would have to fill out the online claim form for any physical damage that occurred. As far as any other type of compensation, we would not get any. "We don't give monetary compensation." I asked to speak with her direct report so that someone would listen to the experiences we encountered that we honestly felt were deserving of some type of compensation. Sandy flat out said no. As the blood trickled down the back of my throat, I said, "Did you just say no to a paying customer who asked to speak with your manager or supervisor?" She said, "Yes I did. There is nothing he can or will do for you." I asked Sandy for her full name and title. Sandy, turns out, is the direct assistant to the president of NAVL, Michael Wolf.

I again asked to speak with Mr. Wolf and again, Sandy refused to put me in touch with him. If the direct assistant to the president of my company ever spoke to a customer the way Ms. ** spoke to me, you can be ** sure he/she would be standing in the unemployment line. I have since begun the online claim for the damaged items, but after reading several consumer reviews for NAVL, I am not confident that I will ever see a dime! And as for the other compensation that I feel we are entitled to, I have since contacted my credit card company and I have disputed a portion of the moving charges. I figure at this point, disputing the charges might get the attention of someone other than Ms. ** who will take the time to listen to a paying customer's legitimate complaints and work with them to resolve the issues.

No one, I repeat, no one should ever hire North American Van Lines! I wouldn't hire them to move me across the street!

They have all our property and $2,500 to boot in a statement to the US attorney. They said we refused to pay them $2,400 which was due. Lie. We have contacted the attorney general in Florida as well, a news station, the police and the disabled American vets who recommended them, all to no avail. Nobody will help. This will be the second time I have lost all my possessions. I'm at my wit's end and it is affecting me emotionally and our health. My live-in friend is a veteran with a purple heart. We both have disabilities, nobody cares!

The customer service manager agreed to look into the problem but called me back with the news that they couldn't guarantee loading within the next two weeks. I was then advised to find another carrier. When I contacted other carriers from which comparable quotes were received two weeks earlier, I discovered that they were unable to meet my time requirements on such short notice. I did finally find a carrier that loaded my household goods before the 25th, but at a cost $1250 higher than the guaranteed quote from North American.

When asked to take responsibility for my $1250 loss that was a direct result of North American's failure to meet its contractual obligation, its customer service manager flatly refused. A later conversation with North American's assistant to the president had the same results. An ethical company would never take such a position. I will never deal with this company again, and I would urge all others to steer clear.

Earlier on the day of the move, five burly guys showed up at our house to move but demanded tips, very intimidating. My wife and my son were home alone with them. She complied with them for a $50 tip. The movers later said several packaging items were not included like tapes and had to be added. They wanted to charge us $5 per roll of tape used. It came to 22 rolls. Incredible! Other hidden charges keep coming up too. When they asked my wife to sign the new contract, it was almost noon and she even annotated that on the new contract. She had no choice. It was either signed or they had to empty the half way loaded truck. I still cannot believe they did that. My wife, who is a former lawyer and a quick thinker, thought we could dispute the charge later.

When we explained it to our bank, they said their hands were tied because it was a binding contract. I explained and complained to them but they said it was a legal matter that we had to pursue. These movers are really sneaky. They know that little people like me wouldn't take them to court for a few thousands of dollars and if we do, we would win only on principle. No lawyers in their right mind would take our case. When they finally delivered our stuff, the driver and his assistant were sick and our goods were damaged with water. All of our mattresses were wet. They dropped boxes after boxes, even my 32-inch TV. I had to feed them so that they would feel better and have energy. I even help load the freaking truck to offset another hidden charge and almost threw out my back. I was hurting afterwards. How's that for pouring salt into my wounds?

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.

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.

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.

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.

Upon arriving, the tractor trailer was too large to properly navigate the driveway. It ended up tearing up a significant portion of my lower driveway as well as denting a significant portion of my front lawn. They did not go for another vehicle because they were in too much of a hurry. No offer of compensation was made. In fact, the driver told us that North American would not even cover his costs of a dented fender. There appears to be a trend here with the company not acknowledging responsibility in any manner.

In their response letter they asserted the Driver was not instructed to load the treadmill. That is factually incorrect. We walked through the house with the driver and movers, gave specific instructions on which items were to be moved and which ones weren't. The treadmill was labeled with a tag to be moved and even listed on the move sheet. In spite of this, it was not moved. The driver further admitted to us in Calgary that he recalled the treadmill, that it was supposed to be included with the filing cabinet and that he "should not have had the 16 year old kid do the final walk through." The fact was, they delegated and were in too much of a hurry.

In addition to not following proper instructions, the movers were also advised that specific items that were instructed not to be moved (front porch wicker furniture) and yet they were loaded. When we caught the mistake while they were still loading, they advised us that it was too far in the truck and would require a major effort to unload to get to it and that they did not have time. Again--in too much of a hurry.

They then claimed it was a courtesy to return to attempt to get the treadmill, when in fact it was their responsibility and a major inconvenience for us to have to come back. We were called by the movers on Friday at my parents who accepted the call. The moving team advised my parents that they were 30 minutes away (at another location in New River Beach) and would be down around 3 pm that day. Given that we were handing over possession of the house at 5 pm that day, we waited until the very last minute for the movers to arrive. They showed up around 6--at which time the house was locked and we no longer had access. The only things that could be recovered were the outdoor lamps (which also then went missing in the transition).

They claimed that all items were delivered to our place of residence. This is also incorrect. The driver advised us on arrival that he had a crew available but only a short window of time to unload and that it would be quicker not to use the check off list on items delivered. Once again we get the "hurried" statement. He advised us that in signing the move sheet, we were not confirming receipt of all items, just acknowledging that they had made delivery of inventory on the truck. He struck out the treadmill off the sheet and indicated that this was to validate that it should have been moved, but did not arrive. He assured us that we could resolve this in filing a claim through Randy.

When we contacted Randy, he told us he had "sold the contract"--in essence saying "I've got paid - no longer my responsibility". It was only at this time that we realized that he was not an employee, but an agent. He advised us that we should call the owner and resolve the issue with him. When we called the owner, he said that he would make an attempt to pick up the filing cabinet and treadmill at a time when it was convenient for them--saying that it should be picked up and shipped within 2 - 4 weeks. We never received any phone call or update for two months. When I called back after that time I learned that he had the filing cabinet sitting in a warehouse for a while and that the treadmill was unaccounted for. I advised him that I would be filing a claim.

After [we] talked, I received an initial customer feedback form. I completed it with similar information, but never received a response. In my responses with Sirva (which is the parent company of Northamerican) they said on three different occasions that they would get back to me within a certain time. This never happened and I was the one who had to call back a few weeks later on each event. Here are the reasons why I provided them saying that the claim should be paid as requested. The driver was specifically instructed to include the treadmill and filing cabinet. These items were tagged (verified by myself, my wife and even acknowledged by the driver) to be picked up. This was further validated in the fact that it was initially recorded on the sheet to be picked up and then voided on the other end to indicate it never arrived.

The driver acknowledged that these items were missed at time of pickup and even admitted he made a mistake in sending a 16 year old back through the final walk through. We were never advised that it was our responsibility to be present for the final walk through. The driver's left before the scheduled departure time--another indication of them being in a hurry. My driveway and lawn were chewed up in the process of trying to navigate the driveway with too large a vehicle--even though the moving agent (Randy) had assessed the location previously. The movers demonstrated a further inability to follow instructions in loading the wicker furniture. They were reluctant to unload when the mistake was found

Clear lack of and misleading information was provided to us the customer when we were not made aware that we were dealing with an agent and a subcontractor of the moving company and not directly with North American. We were incorrectly advised by the Driver that it was not a big deal to use the check-off list at the point of delivery and in fact, we would be helping the situation by not using the sheet. We were also improperly advised what a signature on the sheet represented and what crossing off the treadmill represented. There obviously seems to be an approach that says, what can Northamerican do to avoid paying a claim to a customer or resolving this situation. This, even though and the company representatives have admitted mistakes and misled the customer. We were very fair and patient in our claim and response. The service, response and follow-up we have been given is unsatisfactory.

This situation represents an extremely poor service-minded approach. Northamerican made mistakes that were preventable on their part. They caused damage to the property I was selling and various representatives show a high disregard for the customer and made direct misleading statements that must be acknowledged and responsibility taken for the fallout of those issues. I am very upset about this.

When I provided them with a week to resolve in my third follow up, I received absolutely no response--even to this day (5 months later). This in spite of the fact, and I directly quote from their representaitive: It is our desire to promptly handle all claims in a manner which will be equitable to all concerned. You will always find us with an open mind, and a cooperative attitude toward our mutual efforts to conclude your claim in a proper fashion. This company takes an approach "not our responsibility" and "what can we do to avoid resolving this with the customer". Out $3500 for a treadmill and misisng outdoor lights

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. JenAire stainless steel refrigerator had scratches on the door. Kitchenaid 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.

We pointed out the contradictory stories and cited North American's Rights and Responsibilities, which clearly states in Subpart F: "When your mover is unable to perform either the pickup or delivery of your shipment on the dates or during he periods of time specified in the order for service, your mover must notify you of the delay, at the mover's expense. As soon as the delay becomes apparent to your mover, it must give you notification it will be unable to provide the service specified in the terms of the order for service." We were never notified of the delay or of their inability to provide the service.

My wife is scheduled to start a job next week, and she has none of her clothes. We have been without furniture for ten days, sleeping on an Aero Bed. Neither North American nor its subsidiary has returned my calls, demanding that they honor the terms of their binding estimate.

After having my merchandise and payments in their possession, the company comes up with a overcharge ($4277.62) on top of the original quotation/price that we both agreed on previously. The overcharge consists in an additional 513 cubic feet that is inexistent; priced at more than double the rate. I contacted them to solve this matter and cancel the job since i could not agree with the new overcharges. They refused to refund me the money or the merchandise they have in their possession. I can not get in touch with them any more because every time i call they hang up the phone.

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!

When the chair arrived, the leather had split where the repair had been. More importantly, we own a large, 3 piece antique armoire. It was in good working order when it was placed in storage. The movers brought it in to the house in 3 pieces and assembled the armoire. They complained heartily that the middle piece (the storage portion with an oval mirror) was inordinately heavy. When we attempted to close the door we found the piece loaded with boxes of belongings that were, indeed, extremely heavy. The door appeared to be twisted somehow and would not close. Nails were protruding.

The claims adjuster suggested that all we needed to do was saw off the bottom of the door and then it would fit just fine. We are unwilling to cut up our beautiful armoire to fit. Our requests for repair of the chair and the armoire were denied twice. We were informed that the armoire had suffered damage "due to the age and shrinkage of the unit". The unit, which we have owned in good working condition for 29 years, has been in fine condition in Southern California. It was stored in the same climate until the 3-day trip to Washington. We do not understand why it would shrink in storage. One of the agents suggested that the damp climate in Washington caused the problem. It had not spent any time in a damp climate.

North American Van Lines will not accept responsibility for the repair. They also refuse to consider repairing the leather chair because they feel that the seam split at a stress point. They consider this an "inherent vice" because we told them the chair had been repaired in that area previously. We are reluctantly willing to concede regarding the chair, but we are heartbroken about our armoire. We are hoping you can help us. Thank you.

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.

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.

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.

Phoenix AZ 85043

Dear Mr. ****:

I'm writing about our local residential move on December 16th.

First, my commendations to Raoul ( our packer ) and Carlos ( head of the moving crew). All went smoothly in their efforts although we have not yet completed unpacking. We did incur one significant problem regarding the estimate/ bill. When Gary Reynolds prepared the estimate for our move, he saw our 42" tv and included it in our estimate.

A day before our packing was to be done, when I called the office to ask if I had to make any special preparations ( cables etc.) on any of my tv's, I mentioned that the 42" tv was a plasma tv. That was the first time I was told there would be a $225 charge for crating that tv.

I called Gary to find out why that wasn't included in the estimate, he told me he wasn't aware it was a plasma tv. It would seem logical to me that if he is not able to determine whether or not it was a plasma tv by looking at it, knowing there was considerable additional expense involved, he should have asked if it was a plasma television. I should not have been told the day before my move to either pay $225 or move it myself.

At this time, I'm requesting a refund of the $225 charge. I hope that you would value your company's goodwill and reputation regarding referrals to meet my request.

Robert ****

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.

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.

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.

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?

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.

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.

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.