Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are retired military and my husband is a 100 percent ************* Veteran. We moved from *********** ***** to ************** ******** in July of 2024 but did not close on a home until September 13th of 2024. Our shipment was delivered to a storage unit arranged by National Van Lines. We paid NVL $9775.26 for the move. We were charged $1028.43 for a bogus shuttle service at origin when the moving truck not only parked in front of our house but was left over night and there was never any other truck needed or involved to access our home or driveway and I want that money returned. I have pictures of the moving van. Not only is National Van Lines the worse moving company but they caused severe damages to our household goods which they are not paying for and hire packing companies and drivers that lie and steal and do not care how they handle your belongings. I have verifiable proof of how poorly they treated us and hope that no one Military or Civilian uses their services in the future.

  

  Business Response

  Date: 04/23/2025

  Our records, including the estimate and the bill of lading, do not support that there were any charges to you for a shuttle service at origin by National Van Lines. A copy of the bill of lading is included, showing total charges of $9,775.26 for your move, with no charges listed or assessed for a shuttle at origin.
  The shipment was delivered into a self-storage facility, and no exceptions were noted on the delivery paperwork. You subsequently relocated and filed a claim afterward. At the time of the claim, we requested photographic documentation and were informed that none was available. Because the items were handled by a third-party moving company after delivery, the claim was denied based on our standard claims policy.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23232460
  
  I am rejecting this response because:It is not true that I did not have photos to verify my claim of the damages or missing items-I do. I was told that they were not accepted. I submitted my claim more than nine times and each time I was told it was not received. I have more than 56 photos and cannot add them to your site-but nonetheless I have proof. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/24/2025

  When we reviewed your claim, we specifically asked whether any photos were taken at the time your items were delivered to storage. At that time, we were informed that no such photos were available. We also understand that another moving company handled the final delivery. Because of this, and since there were no exceptions or damages noted on the original inventory when your items were placed into storage, we are unable to determine when or how the reported damages occurred.
  We had advised from the onset that our liability ended once the shipment was delivered to self-storage. We must rely on documentation and evidence directly linked to the point of delivery to storage. Without that, and given the involvement of a third-party mover, we are unable to establish liability. As a result, the claim has been denied.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23232460
  
  I am rejecting this response because:They want to place blame on a third party who delivered to our new home from a storage unit they arranged for their driver to place all of our unopened and untouched household goods from a storage unit packed and stacked by their business. A third party who had nothing to do with packing or unpacking or driving our goods from ***********-making a stop in ******* and then driving to ********. So to them there is no way possible that anything was damaged or missing or broken unless it was on the third party but not during their time be because it was not noted since we did not open each and every 200 or so boxes to inspect every item at the storage unit. After we were told we had 9 months to make a claim for any damages-how does that make sense. 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During our move, a series of issues occurred. The original truck scheduled for pick-up broke down, and a smaller truck was sent, which was too small, causing delays and turning the one-day pick-up into two days. Within 35 minutes of the move, one of the movers stole my Rolex. We reported the theft to both the authorities and the moving company, who claimed this was the only crew available. The incident led to friction, and the movers claimed we had too much stuff and left without completing the pick-up. The moving company assured us they would finish the next day, as the new owners were waiting, which put us in breach of contract with our buyers. The delivery, originally scheduled for 6/4/24, did not occur until 6/8/24. When the delivery finally happened, the contents were crammed into two U-Haul trucks. Items that shouldnt have been disassembled were taken apart, and boxes were opened to fit items inside. One truck leaked, damaging our property. The drivers, who were outsourced by National Van Lines and not CDL licensed, stated they were exhausted from driving all night. They left the truck at our new house and went to a hotel to rest, causing another delay in unloading. A crew arrived the next afternoon but was too tired to properly unload, leaving furniture incomplete, and we had no beds. Weeks later, a third-party agent arrived to document the damages, but it became clear he worked for the claims department. After following up, the company offered a $2100 settlement, despite our $60,000 claim for damages with no deductible. Additionally, the bill of lading lacked the required weight measurements. Weve calculated $14,718 in damages, the Rolex was recovered, and we only owe a fraction of the claim for the move. We expect the difference to be paid to us for the damages.

  

  Business Response

  Date: 04/03/2025

  This correspondence addresses the concerns raised regarding the recent move with SLH Moving & Logistics, a hauling partner of National Van Lines.
  The estimated weight for the move was ****** lbs., while the actual weight was recorded at ****** lbs. Adjustments to the schedule resulted in a one-day delay at loading and a three-day delay in delivery due to a truck breakdown. A $2,000 credit was applied to the account in relation to these delays and inconveniences.

  An allegation of theft was reported during the move. It was later confirmed that the item in question was found in a dresser drawer.
  A claim for damages was submitted and processed following standard procedures. An inspection was conducted, and a settlement of $2,576.00 was determined based on the findings. PBO (Packed by Owner) damages, totaling approximately $300.00, were not included in the settlement.
  The shipper did not pay the total charges due at the time of delivery. The total charges for the move were $9,988.62. When the shipper filed a claim, the settled claim amount was applied to the outstanding balance. On 6/12/24, a $2,000 refund was issued to the shipper in relation to the delays and inconveniences. After applying these amounts, a remaining balance of $5,412.62 remains due. After numerous attempts were made by ******************************* to collect the balance due and ignored by the customer, ********************** referred the outstanding debt to a collection firm for further action. This balance has been referred to collection firm for further action. National Van Lines has processed this matter in accordance with its established policies and industry standards. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23136334
  
  I am rejecting this response because: they did not provide us with the bill of ladings confirming the weights. I corresponded with *** management through email which I have evidence of and stated everything that I stated to you. Everything that I submitted in my initial claim is accurate so I will not reiterate the damages were done by their movers. I have pictures Illustrating all my claims from my original message. They attempted to send me to collections When I provided all of this information, the collections ended. I stand firm on my original request for them to reimburse me for my damages, hold the amount due for the move only once they have confirmed weights of the move. Based on initial estimates, they owe me between $4,000 and $5000. I urge you to look into their history they have done this to countless other families
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/10/2025

  In accordance with company policy, Bill of Lading documents do not list shipment weights at the time of delivery, as the tare (light) weight is not determined until after delivery has occurred.
  That said, we have provided the certified weight tickets confirming that the total shipment weight was ****** lbs. The customer was billed based on ***** lbs, which aligns with the pricing structure selected at the time of booking.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23136334
  
  I am rejecting this response because: those documents were never provided please provide them. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the email we sent to the company.Complaint regarding BL#****** Contract shipment from *********, ** to **********,***Contracted delivery was December ********** communication. I called every week to check status. Found out someone at National made the decision to hold our shipment since it was going to a storage unit. No one contacted us about this decision. It was going to storage but half of the load needed to go to the home after arrival.Told by ****** it was suppose to load on Jan 11th which was delayed again for pickup on the 21st for delivery between 17th-29th. Delivered on Feb 1st. 3 delays and no communication unless I called National. I requested compensation for all these delays and was told the load wasn't eligible. Only got compensation for the storage unit that sat empty for a month. We had a written contract and with the delays and lack of communication, I feel we should be compensated.******* ****** / ***** *** Sent from my Galaxy

  

  Business Response

  Date: 04/08/2025

  We have reviewed the information regarding your shipment and the delivery timeline. According to the terms outlined in our interstate tariff and bill of lading, delay-related compensationsuch as per diem or hotel and food reimbursementis applicable only to shipments with a weight exceeding ***** lbs. Your shipment had a binding weight of ***** lbs., and therefore does not qualify for this category of compensation.
  We recognize that your shipment was scheduled for delivery to a mini storage facility. In consideration of this, and the fact that the unit remained unused due to the adjusted timeline, reimbursement was provided specifically for the storage cost incurred. Based on the terms and conditions of your shipment, no additional monetary compensation applies in this case.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23087353
  
  I am rejecting this response because: We don't agree with this response. Our original complaint stands. 
  
  Sincerely,
  
  ******* ******/***** *** ******

  

  Business Response

  Date: 04/23/2025

  After a thorough review of the circumstances surrounding your shipment and delivery timeline, we must respectfully reaffirm our original response.
  As stated, and in accordance with the terms outlined in our interstate tariff and the signed bill of lading, compensation related to delayssuch as per diem expenses or reimbursement for hotel and food costsis applicable only to shipments with a minimum weight of ***** lbs. Your shipment, with a binding weight of ***** lbs., does not meet the threshold for eligibility under this provision.
  Furthermore, we acknowledge that your shipment was scheduled for delivery to a mini storage facility. In recognition of the fact that the storage unit remained unused due to the adjusted delivery schedule, a reimbursement was issued specifically for the cost of storage incurred. This reimbursement was provided as a good faith gesture and in alignment with the applicable terms and conditions of your shipment.
  We understand your concerns; however, based on the contractual agreements in place, no further compensation is applicable in this case.

• Initial Complaint

  Date:03/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2024, we contracted with National Van Lines to move us from ******** to ****** and paid extra for full replacement insurance. More than 20 items, mostly tables and chairs, were lost in the move. *** denied our claim and asserted without evidence that the loss occurred beyond their responsibility at the 3rd party storage facility in **. We disagreed and investigated over 6 months by visiting each storage facility and interviewing managers at those facilities.Three problems at the CO storage facility argue against the denial: a second inventory not linked to the first, confusion about items tagged on the dock, and weight discrepancies.Two inventories use NVL tags: orange tags for items packed at our house and yellow tags for items to be loaded for interstate transport, but nothing links orange and yellow tags for individual items. Repackaging on the loading dock altered the number of items and hid some orange tags. Item descriptions of the yellow tags are too vague (e.g., brown table) to give a reliable match to orange tags. *** could not have determined what was missing based on the orange tag numbers submitted in the claim because those tags were not used when loading the interstate trucks.Confusion on the CO loading dock is clear: 6 items not belonging to us were included on the yellow tag inventory and delivered to OR. One untagged item left on the dock was later mailed to us. Orange tags were not visible for several items that were repackaged on the dock. One item had an extra yellow tag from a different lot. Too many mistakes were made on the dock to conclude that all items were shipped.The weight of household items from our CO house was ****** lbs, but the weight leaving the CO storage facility was only ***** lbs. The difference of 700 lbs is significant and could account for all missing items. The **** denial of our claim is not consistent with, and cannot be supported by, the evidence. We believe *** should pay the claim.

  

  Business Response

  Date: 03/12/2025

  We acknowledge your concerns regarding the relocation of your household goods from ******** to ******. After reviewing the details of your claim, we note that the shipment was picked up by the hauler and delivered directly to the receiving warehouse without a Rider being taken at either location. Given that no paperwork substantiates loss or damage during the interstate portion of the move, the matter was referred to the local warehouse for resolution.
  We understand that you have conducted an investigation into the handling of your items. However, based on the available documentation, we remain unable to verify that any loss or damage occurred while the shipment was in National Van Lines' interstate custody. As a result, per the claims process, the local warehouse is the appropriate party to address your concerns.
  We encourage you to work with the local warehouse to seek resolution. 

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23029924
  
  I am rejecting this response because: NVL fails to address the concerns raised in the claim and mischaracterizes their responsibility and the importance of Riders. Two haulers handled the load NVLs agent, ****** Moving in ********, and *********** Moving. ** packed the household and delivered ****** lbs to the ** loading dock to await the interstate hauler. *** engaged *** for the interstate portion because NVL trucks could not meet the delivery window. Obvious confusion and significant errors occurred while the load was on the dock, as noted in the complaint. ASM left the dock with only ***** lbs (see Move Weight.pdf attachment). **** responsibility is not limited to the interstate portion; it includes packing our household and delivering all items to their agents warehouse in *********
  The absence of Riders is meaningless because detection of damage or loss requires before-and-after comparisons. Logically, each item on the original inventory would have been checked off at the ** loading dock before being loaded onto ASM trucks for interstate transport, and any discrepancies would have been noted. Instead, a second inventory was prepared without reference to the original inventory, thereby breaking the chain of custody. *** has copies of both inventories.
  We were diligent in contacting the warehouse in ********, checking their storage areas for our missing items, and asking many questions of their staff. No sign of our missing items. ASM was helpful; *** was not. Sadly, NVL cant track missing items. The 6 items not belonging to us, but with *** tags on the second inventory, have not been returned to rightful owners because *** doesnt know where they belong.
  Poor record keeping should not shield NVL from responsibility. More than 20 large items vanished from our load, and the disappearance seems to coincide with the break in the chain of custody and the loss of 700 lbs in the weight shipped. We continue to hold *** responsible.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 03/19/2025

  We have reviewed the concerns raised in the complaint. However, the issues presented do not relieve the ********************************* Moving) of their responsibilities in this matter. It is standard procedure in the moving industry that, when loading a shipment from a warehouse, a Rider should be completed to document any changes in the condition of the items or note any missing items. Since no Rider was executed, this suggests that the shipment was accepted in the condition it was tendered, with no missing items.
  Furthermore, this shipment was delivered directly into ************ warehouse, and no Rider was executed upon its delivery to their storage facility. This further supports our position that all items were delivered to the Hauler as agreed.
  Based on these facts, we must maintain our position of denial regarding this matter. While we regret that this situation has not been resolved to the customers satisfaction, we trust that you will understand our position.
  

• Initial Complaint

  Date:11/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  National van lines allowed the wrong person to pick up my load setting my pick up date back by nearly 2 weeks (Nov 28) from what I was informed of on the day my items were picked up (Nov 6). The company did not informed me of this change, I called them to find out what time my stuff was being delivered. Because of this, I have had to spend <$300 to be able to sleep, cook, shower etc. I have contacted the company who basically told me that's too bad. No attempts to make the situation right

  

  Business Response

  Date: 11/25/2024

  Regrettably, the delivery had to be adjusted due to the hurricanes that came through **************.
  
  We apologize that this unforeseen event resulted in your items being delayed and were sorry for the inconvenience and lack of communication you experienced.
  
  Our records indicate that the shipment is currently scheduled to delivery on 11/26/24 barring anything unforeseen and notes indicate *** ******, our Director of Customer Service,reached out to you, Wednesday, 11/20 to provide you with that update.
  
  As outlined in our interstate tariff and your signed Bill of Lading, delay compensation does not apply to shipments less than 3500 lbs. and does not provide for scenarios which are considered Acts of God. However, as a gesture of Goodwill we will be deducting $300 from your total charges, which represents an approximate 10% discount. You will see a credit to your credit card within the next 5-7 days.
  

• Initial Complaint

  Date:07/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used National Van Lines in my cross country move and was beyond dissatisfied with their customer service, the process as a whole, and their willingness to help with problems they created. I signed a contract with a guaranteed delivery window of June 8th-June 22nd, and did not receive my items until July 12th. Furthermore, I contacted the company multiple times while waiting and was given no information and could not get my calls returned until I was able to get in touch with their director of customer service, who also eventually stopped responding. My items were dropped off at a warehouse in ******* where I was moving from on June 3rd and were not even picked up to be delivered to ************** until the 26th of June, despite the fact that I was guaranteed delivery by the 22nd. Because of the extreme delay I incurred over $700 in additional expenses for hotels, clothes, and other items that I was not aware I would need. When my items finally did arrive, the driver was extremely rude, refused to help with any assembly even though that was a part of what I paid for. Multiple items were also damaged in the move, about $450 worth of damage. When I filed a claim, as I was directed to do by customer service, they simply said that the damage was not great enough for them to do anything. While I would like to be compensated in some way for the trouble, the disrespect and poor treatment, and the horrible experience, I do understand that is highly unlikely. However, I want to warn anyone else who might make the mistake of using this company. They are over-priced, and treat their customers reprehensibly.

  

  Business Response

  Date: 07/16/2024

  After an investigation with our claims department, we confirm that the delivery window agreed upon was June 8th to June 22nd, and the items were delivered on July 12th.
  As per our policy, claims are subject to a deductible. In this case, the total damage claim was less than the $500.00 deductible.
  

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21987155
  
  I am rejecting this response because all you have done was acknowledge that you did not hold up your end of the contract as far as the delivery window, but have made no effort to rectify that. I paid for delivery in a timely manner and this does not meet that description in any way.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/05/2024

  Because the customer chose a valuation with a $500 deductible, the claim was paid as submitted. However, the damages were less than the deductible, so no payment was made. Additionally, since the shipment weight was 1000 lbs,according to our tariff and the signed Bill of Lading, we don't offer compensation for delays on shipments under 3500 lbs.

• Initial Complaint

  Date:06/03/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with an agent about a move of some albums needed to be moved. . We were flexible on the timeframe, but they were stating they could do it soon. I signed the paperwork on the 9th on the 13th I got a message stating that the agent was entering the move information and it wasn't enough time out so they had to push the date back four days or so. So not a big deal on the timing, but Then I got a new quote. The first quote as for *******. The new quote was $2231.48 (which I didn't sign). I agreed to the new time, but the agent was talking to his manager to get approval on the pricing. I hadn't heard anything back and I reached out a few times and on the 21st he said they couldn't do anything on the pricing and asked if I wanted his manager to contact me, Which I said, yes. I never heard anything from the manager and I emailed my agent multiple times letting them know I hadn't heard from him. I was trying to talk to them before the move was complete. The paperwork states that if the customer moves the date, the pricing may be different, but we did not. The date being moved Had nothing to do with us.Our items were delivered today. The movers themselves were good, but definitely feel like the original price should be honored it being nothing to do with us

  

  Business Response

  Date: 06/05/2024

  Thank you for providing the details of your recent experience. We understand your concerns regarding the change in pricing and the communication surrounding your move.
  The increase in the price was a result of the date change, which placed the pick-up spread into our peak season pricing matrix. We acknowledge that the new dates and subsequent pricing adjustments were communicated to you as part of the scheduling process.
  Our peak season pricing is applied during certain times of the year, which was the case for the revised pick-up dates. We strive to ensure that all changes and their implications are clearly communicated to our customers.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21798259
  
  I am rejecting this response because:

  although I understand that the rates were communicated, it was not my fault that the dates were changed. 
  also, I assumed it was going To be adjusted since it was not our fault that The dates change, therefore making the pricing different. I didn't find out until Four days after the pick up that the manager was not going to honor the pricing on the agreement that I signed. At that point, they already had my items and not much that I could've done at that time. I also signed the new lading slip  because I was waiting for it to be adjusted
  I do understand that the date change put it in peak season, but considering it was not our fault that the dates were Changed I feel that the original quote should be honored. Also, the agent didn't process the order for multiple days after it was signed. I understand possibly he had Time offer maybe he just got busy and didn't get to it, But again, not our fault on the dates being moved. Also, there had never been any communication of cutting it close to the peak season. If that had been a case, we would have acted a little sooner.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/07/2024

  We understand your concerns regarding the change in pricing and the communication surrounding your move.
  
  We apologize for any miscommunication that occurred during this process. To address this, we will be issuing a credit to your card in the amount of $417.17. You should see this credit reflected in your account within the next 7-10 business days.
  
  

  Customer Answer

  Date: 06/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 12.01.2023 Amount paid: $3846.84 Business committed to provide: Transportation of goods, to be picked up 12.14.2023-12.15.2023 and delivered 12.20.2023-01.02.2023.Nature of dispute: Goods were not delivered until 01.07.2023 and only reimbursement offered was $25/day for any days post-delivery spread.Whether or not business tried to resolve problem: I was informed on numerous occasions that the delivery window would be met on the earlier side, and when the dates continued to be pushed back, no offers to rectify the situation were made. Only upon my request was any offer made, and it was not sufficient compared to what I had to spend to accommodate the delays. They lied about my things being transported and did not even have a driver accept the job until December 26th. They made no attempt to get my things delivered within the delivery spread or prior to beginning nursing school, and only upon my communication that I would not be leaving school early or missing any days to accommodate their late arrival, nor would I be paying extra for the driver to wait or to have to fetch my things from a facility did they rush the driver. It is my belief that the driver broke trucking laws based on recommendation from ******************* to do so. There is no other feasible way he could have left NW ********** on January 3rd and arrived in NE ********* on January 7th. The driver also informed me that National Van Lines would have had to pay him $125/hr to wait had he arrived when I was in school. Total compensation: $125 off of initial bill of $3971.84.**** of Lading # ****** Additional comments: I have text messages, call logs, voicemails, emails and receipts for further information.

  

  Business Response

  Date: 05/22/2024

  In response to the communication regarding the transportation of goods for the transaction dated 12.01.2023, with an amount paid of $3846.84. The agreed service included the pickup of goods between 12.14.2023 and 12.15.2023, with delivery expected between 12.20.2023 and 01.02.2024. The goods were delivered on 01.07.2024, and a reimbursement of $25 per day was offered for the days beyond the agreed delivery spread.
  Although the delivery did not meet the original window, an effort was made to provide compensation for the inconvenience, resulting in a reduction of $125 on the initial bill due to the 5-day delay.
  It is important to note that the shipment did not technically qualify for compensation under company policy, which starts at 3500 lbs, while this shipment was 3100 lbs. Despite this, a daily reimbursement was offered as a gesture of goodwill. The customer was notified about the potential delay on 12.26.2023, the same day the operations team confirmed it.
  Regarding the claim about the driver potentially breaking trucking laws, assurance is given that all drivers adhere to strict legal guidelines, and such matters are taken seriously.
  

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21731133
  
  I am rejecting this response because:
  
  According to the Bill of Lading, penalties and fines would be enforced for any delays caused on my part. The company should abide by the same fines and penalties in regards to delays on their part. The just action would be a gesture of goodwill, as $25/day reimbursement for each day post-delivery spread does not even begin to cover the expenses incurred from having received my items almost a full month after shipping process began.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/28/2024

  We acknowledge that the delivery window specified was from December 20, 2023, to January 2, 2024, allowing for flexibility within those dates. However, the actual delivery occurred on January 7, 2024, which did exceed the agreed-upon timeframe by five days. Per our policy, compensation for delays is capped at $50 per day for shipments weighing over 3500 lbs., per our interstate tariff and written estimate. We understand your disappointment, but we must adhere to these compensation limits and cannot ***** any additional monetary consideration beyond that.

  

  Business Response

  Date: 05/28/2024

  We acknowledge that the delivery window specified was from December 20, 2023, to January 2, 2024, allowing for flexibility within those dates. However, the actual delivery occurred on January 7, 2024, which did exceed the agreed-upon timeframe by five days. Per our policy, compensation for delays is capped at $50 per day for shipments weighing over 3500 lbs., per our interstate tariff and written estimate. We understand your disappointment, but we must adhere to these compensation limits and cannot ***** any additional monetary consideration beyond that.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21731133
  
  I am rejecting this response because:
  
  The driver informed me that NVL would have been obligated to pay him $125/hr had he arrived while I was in school. He was pushed to rush from departing NW Washington on January 3rd to make the arrival in ** ********* by the afternoon of January 7th. Per the driver, *** had informed him to get the delivery here by the 7th by any means possible, and when he responded that it wouldnt be possible without turning off his tracker and skipping break periods, she responded with dont tell me that, just get it there. It is advisable for regulating agencies to pull phone logs and transport logs to verify this claim. It is against laws and better business practices to advise of illegal activity in order to avoid paying the driver or myself any more than necessary. While your responses claim to be generous in nature, there is an undisclosed nature of dishonesty.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding issues with National **************** *** from ******************************************************************** that is part of National Van Lines. A claim was submitted on January 2, 2024 and I have been coordination with ********************* with a phone number of ************. I have received emails from the address *************************************** and there is an another email listed which is *************************** The claim process is still ongoing and some of the comments made on some items in DPS include "These are deferrals, NOT denials; have not yet proof/verification (photos) of damage, which was not noted at delivery." This information has been provided weeks ago, but as of April 11, 2024 the message still exists. Other items stated by *********************** included statements of not being notified of damages during delivery (which some were) and some offers are for items not of the same size. Ultimately, the process has gone no where for multiple issues. It takes an excessive amount of time for ****************** to reply and address issues and there is a lack of accountability and ownership of issues. There has been numerous contacts made, but zero results since January 2, 2024.

  

  Business Response

  Date: 04/12/2024

  TSG West, 

  Thank you for bringing this matter to our attention. 

  I will personally be reviewing our internal processes and working with the Claims Adjuster assigned to your shipment. You will be hearing back from our office with an offer on your claim immediately. If you have any questions, please feel free to contact me directly at **************. 

   

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon delivery of our items the workers had opened their door and hit the mail box and damaged the mail box and pole. In the pictures provided you can see the mailbox is now no longer fully attached to the pole and the pole itself is slanted now. Upon notifying the driver and workers they stated that they could pay $20 cash right now in order to not do the claim. We refused and they said they would not do a claim and said that we should not bother calling because they wouldn't do anything. They also were very forceful with signing papers stating there was no damage and that this was needed in order for them to leave. Very upset about the situation. Upon calling customer service and speaking to ************. She stated they could replace the mailbox and that that was it and seemed not to care how their employees treated customers that just spent a large sum of money.

  

  Business Response

  Date: 03/15/2024

  After conducting a thorough investigation, it has come to our attention that there were two phone calls made: one from you, followed shortly by one from your husband. During the discussion, it was communicated to you that a replacement mailbox would be arranged. We have already reached out to the address the improper behavior of the driver. We are committed to resolving the issue effectively and efficiently. The last communication was on March 14 regarding the replacement of your mailbox with Claim # I-24/009. Attached is a copy of the communication sent by Ms. ****