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Complaint Details
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Initial Complaint
12/21/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Used North American Van Lines for a move from Sanford, FL to Stafford, KS on Nov 20, 2021. We were told they were short drivers so our belongings were delivered on 12/5. Boxes marked fragile were damaged. We have broken or damaged property on top of missing boxes. The loaders ignored our instructions to not load certain boxes put to the side and marked no truck, my daughter had to go 2 weeks without her medication. I filed a claim with the company on 12/6 and have yet to be contacted.Business response
03/11/2022
Business Response /* (1000, 18, 2022/02/08) */ Customer was upset due to the items she had claimed on her claim form with NAVL ( North American Van Lines) were denied and a response was sent to customer advising the denial and reason was the items were all checked off by customer as received and no damages. Her shipment was an interstate move and the claims are handled at NAVL in Ft. Wayne in a timely fashion and we have record of a response being sent to customer. Please see attached Thank you, Tanya ****** Consumer Response /* (3000, 20, 2022/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response took months to receive. I have emails where I tried to contact the business multiple times after I filed my claim and received no response. The response was finally given after I told the company I was filing a claim with the BBB. They then told me you signed for everything when it was dropped off. Boxes were thrown all over my laundry room and we were not given time to go through our boxes before we were told to sign the paperwork so the driver could leave. They refused any compensation or to look into the claim further. Basically I was told oh well we decided your claim has no merit. So I am without property and paid them over $3000 to be treated like crap. The company can say what they want regarding my claim. I have replaced missing items and moved on. Just beware doing business with this company is at your own risk. Business Response /* (4000, 22, 2022/02/11) */ The claims are handled with North American Van Lines in Ft. Wayne and not at the local Beltmann office in Orlando. We apologize that customer felt the resolution took longer than expected. The process on interstate claims are handled by the corporate office of North American Van Lines in Ft. Wayne, Indiana and they work and process all claims submitted that have damage or missing items. The local branch has no control on these claims as they are not handled at the branch level.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.