Complaints

This profile includes complaints for North American Van Lines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  North American Van Lines, Inc.

  PO Box 988 Fort Wayne, IN 46801-0988

  
• 

  North American Van Lines, Inc.

  1803 Crutchfield Street Chattanooga, TN 37406

• 

  North American Van Lines, Inc.

  700 Oakmont Ln Westmont, IL 60559

  
• 

  North American Van Lines

  2571 W 2590 S Ste 200 Salt Lake City, UT 84119

• 

  North American Van Lines, Inc.

  101 E Washington Blvd Ste 1100 Fort Wayne, IN 46802-3145

  

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:03/22/2025

  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 contracted North American Van Lines to move us from ****** to *******. We purchased extra insurance which did not mater. we had ****** during moving, one pirce of furnature that was lsot and the new house damage during the move in. They denied all claims, we appealed and still denied. I am sure this is systmeic busness practice that allows them to dishonestly clooect adn keep additional funs from thier customers knowing there is virtually no recourse. This practice shound not be allowed but it is.Dr. *******

  

  Business Response

  Date: 03/24/2025

  We are sorry for the difficulties that the customer has experienced.  Prior to their shipment being moved, the customer initialed and signed their Order for Service, which provided access to the booklet "Your Rights and Responsibilities When You Move", produced by the *********************************************  The booklet gives very specific instructions regarding the importance of performing a thorough check off at delivery and noting any damaged or missing items on the delivery paperwork.  The Carrier traced for the claimed missing vase, but the tracing efforts could not confirm a loss.  Residence damage must also be noted at the time of delivery, as a residence is exposed to damages just through regular use and occupation.  The customer's claim was not filed for nearly nine months, so it was not possible to confirm that the damages occurred as a result of the delivery.

  The customer refers to the carrier's coverage as "insurance". The Declaration of Value, signed by the customer, specifically states that it is not insurance.  It is valuation coverage, which permits the carrier to limit their liability in instances where the customer has not provided notations confirming damage or loss at the time of delivery.

  The Customer Check Off Sheet and claim settlement letters are attached with this response.

  Thank you for the opportunity to clarify.

• Initial Complaint

  Date:03/17/2025

  Type:Product 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.

  My sister passed away last August. I am the executor of the NY estate that lives in **. I had a move estimate done a PA portion, going to my brother, and a SC for what was coming to my house. I had to estimate because I do not live in ** and was going from a guess. The move included packing and material and roughly 6000 lbs being moved. When it came time for the move I was able to find someone to pack the items. There was no packing material or packing and that was a $1343 charge that was to reimbursed. much of what I guessed would be moved was not in condition to move and I had 33 boxes to move which was 1000 lbs or less. I was told by ****** movers that this was another $3,100 refund to me. The contact for Aranov is below. They have not sent any refund and ****** and Van Lines keep blaming each other. ***** ******* Customer Service Representative ****** Moving & Storage O ************** | F ************** E ******************* ********************************************************

  

  Business Response

  Date: 03/19/2025

  We are sorry to learn of the difficulties that the customer experienced.  We have spoken with the Move Coordinator at ******, and she has contacted their ********************* to rectify the charges as quickly as possible.  They will contact the customer once the final refund has been determined.  Thank you for the opportunity to assist.

  Customer Answer

  Date: 03/19/2025

   I am rejecting this response because: this move happened January 11th. I contacted ****** the following week. This is now 2 months past the refund request date. 60 days plus and no guaranteed date of completion is not acceptable. 
  
  
  

  

  Business Response

  Date: 03/19/2025

  As previously stated, We have spoken with the Move Coordinator at ******, and she has contacted their ********************* to rectify the charges as quickly as possible.  They will contact the customer once the final refund has been determined. 

  Unfortunately, there is nothing we can accomplish further in this BBB website.

  The refund is being worked on and processed as quickly as possible.

  Customer Answer

  Date: 03/19/2025

   I am rejecting this response because: the amount was determined in January. You are getting the same BS that I did. They have been holding $4000+ for 60 days for no reason. 
  
  
  

• Initial Complaint

  Date:01/02/2025

  Type:Sales and Advertising 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 May we used North American Van Lines to do my move from *******, ** to *********, **. Upon delivery the stand-up wine refrigerator was not working. Not once did they send an agent to inspect the item to make a valid determination of the damage. Instead, they relied on my time and my resources to do the investigation. Even with a logical and valid explanation for the damage they denied the claim, citing their usual phrase that the damage was caused by normal jolting in the truck, for which they are not responsible. There are two problems here. One - the jolt had to be tremendous to cause the damage that was done. I had far more sensitive electronic equipment in the truck that would have been damaged as well, if this were the case. Either that or the item was not stored properly in the truck, for which they ARE responsible. The other problem is they were given a far more logical and valid explanation provided by my resource, that they completely dismissed. That explanation - the item was laid on its side and when stood up and plugged in, likely caused the damage to the unit - is most likely the cause of the damage and they are responsible for the mishandling. The 'guilty until proven innocent" approach that insurance companies take, as in this case, is a major reason people don't trust insurance companies. I would never recommend using their insurance, since they do everything in their power to not pay. It's a waste of money.

  

  Business Response

  Date: 01/02/2025

  We are very sorry the claimant had issues to report with their claim settlement.

  The claim file was reviewed multiple times and the settlement will not change.

  The wine refrigerator in question was diagnosed with a sealed system failure. This is usually caused by a refrigerant leak, compressor failure, clogged capillary tube, faulty evaporator fan motor, defective condenser fan motor, or excessive wear on the system components due to age or overuse. None of which would be the liability of the carrier on a unit that is 12 years of age.

  Electronics also have small delicate parts which can malfunction just due to the normal vibration of the van. This is inherent vice and is excluded from carrier liability as the carrier has no control over this type of internal malfunction occurring. 

  There was no physical damage to the unit which would be present had the unit been mishandled. The carrier is not liability for mechanical malfunction and the carrier would have no idea of the working condition of electronics prior to load.

  Again, we are very sorry that the result was not more in favor of the customer.

  Customer Answer

  Date: 01/03/2025

   I am rejecting this response. I want to know how you came up with the diagnosis of the system failure and it's causes, since you had not a single agent look at the unit. Secondly, you cite the age-old fall back, its due to vibrations of the truck, which I rebuked in the original complaint. That is a tired line that you use when you refuse to pay and cannot prove that is the reason. Lastly, I am highly insulted by the implication that I am lying, when you insinuate that I moved a broken unit. What possible reason would I have to do that? I was down-sizing and removing a lot of furniture before my move. If you look at the original estimates compared to the actual loading, you would have seen that. There would be no reason for me to move a broken machine and pay the extra cost of moving it. To suggest I would do this is a libelous statement and made by someone with zero morals. I demand an apology, as well as a resolution to my claim. You cannot prove you did not cause the damage and therefore are liable for the damage. Please - drop the worn out "vibrations of the truck" line. It is a falsehood as I showed in my original complaint. 
  
  
  

  

  Business Response

  Date: 01/03/2025

  Again, we are very sorry for the mechanical malfunction of the unit and the denial of the claim.

  We are most definitely not calling anyone a liar.  Sometimes the customers do not realize that certain electronic items malfunction during transit and the carrier has no control over that. This is not due to mishandling of the item .

  This type of malfunction is excluded from our valuation coverage and the position of the claim will not change.

  We apologize and do hope that the customer is getting comfortably settled in their new location.

  Customer Answer

  Date: 01/04/2025

  ?Once again, I am rejecting this response. You stated you reviewed the claim multiple times and this is a lie. Not once did any agent or representative place eyes on the unit or inspected it to determine the cause of the issue. You also stated there is no physical damage. How would you know that if you never even looked at the unit? You continue the path that "vibrations" from the transportation caused this issue, when 1) I demonstrated in my original complaint that it is physically impossible, without causing other, more sensitive, items to be equally damaged and 2) you were presented an alternative reason for the damage - one that is more plausible than yours and indicates liability on your part. You are simply taking this stance to deny a valid claim. 
  
  
  

• Initial Complaint

  Date:11/02/2024

  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.

  ***************** was the local company given to me by North American where I lived in **. **** ******** came out to give me an estimate as I told him we were moving from ***** to *************, ** and needed 4-5 months storage. We needed all furniture packed and and handful of other items. After fitting with me while I showed him our things he made the inventory list. The next day I got the estimate for $9295.15. This was the only email I received. I replied yes we would use ********* called me, explaining storage was extra, when the contract came to sign it would have a higher amount for the monthly cost because he over estimated the weight. He wanted me to know it was going to be cheaper once they weighed everything. I get the docusign more than a week later with an initial payment of $5260 and storage for $460.60 per mth. I signed. Two days after they packed us up & I was in AZ I get a call from ***** ****** telling me the estimate was under by 1000 pounds and therefore it was $495 per mth to store and almost $6000 for the initial. I signed & agreed. When I called in Sept w. Our move date, the docusign says I owe $8800+. I complained, how as the estimate was $9295.15 minus $6000 isnt $8800? **** tells me the $9300 was the move storage was extra. Right that was $495. He says the move was their storage facility to ** was what he sent the estimate on, packing my house to move to storage was called storage. No thats called moving. The estimate which says price lock not to exceed $9295.15 now coast me close to $15,000. All Oakley did was take off $500 for my complaint. They refused to do anything else except terminate **** ******** employment and I was charged an extra $5000 from what I was told and we agreed upon in writing. He cost me also an extra $105 month on storage costs because he said it would be $385 a month it was $495 and we stored for 4 months.

  

  Business Response

  Date: 11/07/2024

  We are very sorry for any frustration and/or inconvenience this relocation has caused the customer.

  Attached please find the carrier's response and supporting documents.

  Thank you

  Customer Answer

  Date: 11/07/2024

   I am rejecting this response because:
  I contacted them for an estimate for the entire move packing my house in **, moving it to a storage facility then moving it to ** when I had the date after a period of time with my belongings sitting in storage that I pay monthly for. The only estimate was for the $9295.15. The estimate document says it is a price lock guarantee. No where is it stated this is a partial one step move. No where is it stated the price will increase based on the second half of my move. If I had known at the time of the estimate they would be adding a second large fee I would have gone with the other company who was completely transparent upfront with me and didnt misrepresent themselves. I signed the first document because I wasnt aware the price was to exceed the $9295.15 by $5000. When I agreed to the second price what was I going to do, refuse to pay while you kept my belongings hostage? I had no choice  but to agree if I wanted my belongings back. This company misrepresented themselves and they broke the agreement that said a price lock guarantee not to exceed $9295.15. I disagree with them stating they didnt do anything wrong when I have provided in writing to BBB the original paper provided me via the results from my estimate 

  

  Business Response

  Date: 11/11/2024

  Our sincere apologies if the claimant misunderstood the quotes that were provided. The estimates included the services that were provided and we are unable to change that and unable to provide any type of a refund of the charges.

   

  Customer Answer

  Date: 11/12/2024

   I am rejecting this response because:
  
  I am not an idiot. I have moved numerous times and used North American before. Your now former employee screwed up and Im left paying the price for it. I am never using North American again and neither are my friends and family. You lost a repeat client now!

• Initial Complaint

  Date:09/16/2024

  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.

  *************** was hired to conduct our Household move from ******** to ********They picked up our belongings on 08/01/2024 and they had until 08/12/2024 to deliver them.They were delayed to deliver until 08/24/2024.The delivery was incomplete, they are still holding a great deal of our household items and we have already paid them in full.They claim that they needed to switch our belongings to another truck that was smaller and so they proceeded to conduct a partial delivery.Its 08/27/2024 and this company cannot provide us with an *** for the delivery of the remainder of our furniture and boxes.They say they dont have any drivers available yet to send our belongings and dont know when they will have one.This is completely unacceptable, this needs to be reported as they are holding our belongings hostage.

  

  Business Response

  Date: 09/16/2024

  We are very sorry for the delay in delivery of the household goods as well as all the frustration and inconvenience this has caused our customer. It is never the intention of the carrier for this to happen but there are cases where it does.

  The remainder of your goods has been loaded with a delivery anticipated this week Possibly on the 18th.  The driver will be in touch to confirm the date/time.

  The customer has filed for delay compensation and a check is in progress for the compensation reimbursement per the contract terms.

  Again, we are truly sorry for this inconvenience.

• Initial Complaint

  Date:09/05/2024

  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.

  We moved from IL to ***** damaged (screen cracked) during move Vanlines will not reimburse Why would I PAY to ship a broken TV????TV worked in IL When arrived in **, screen cracked/broken/ unable to be repaired See photo We had to buy a new TV ********************************************************************************* Thank you *************************

  

  Business Response

  Date: 09/06/2024

  We are very sorry for the frustration this claim has caused the customer.

  Unfortunately we are unable to change the position of the claim settlement.

  The carrier did not pack the item for transport and therefore has no idea of the condition of the unit prior to the relocation. The carton sustained no damage that would indicate mishandling by the carrier. The unpacking and placement of the unit was also not handled by the carrier. The unit was not mishandled by the carrier and therefore the carrier is unable to accept liability.

  Again, we do apologize for any inconvenience this has caused.

  Customer Answer

  Date: 09/06/2024

   I am rejecting this response because:
  The TV was only a few years old

  worked perfectly fine when shipped

  screen cracked on delivery

  packed in original box and packing material originally purchased

  why would I PAY good money to ship a broken tv????

  I had to spend 1000 for replacement 

  I request reimbursement 

  
  

  

  Business Response

  Date: 09/06/2024

  Electronics contain small delicate parts that can malfunction simply from the normal vibration of the truck and cause a unit to not work properly.

  Unfortunately, in this case there is no evidence of mishandling and no matter the age of the television the carrier had no control over the packing or the condition of the unit.

  We are truly sorry but we are unable to accept liability.

  There is nothing further that can be addressed in the BBB site.

• Initial Complaint

  Date:08/27/2024

  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.

  Company ******* an estimate based on visual inspection of my goods. Contract states if actual weight is less then estimate a refund would be issued. Weight of our goods was estimated at ******lbs, which our credit card was charged.Actual weight from the weigh station scale came in at ******Lbs. A difference of *****Lbs. A refund is due. I have attempted to acquire an update from the Franchise **** Moving without any success, they refuse to respond to my inquiries. I have contacted the **************** of North American Van Lines they state **** has not provided the documentation in order to process our refund owed to us. **** refuses to communicate with us and are unlawfully retaining our money. I am requesting immediate action.

  Customer Answer

  Date: 08/27/2024

  I have attached the docs again. Please let me know of they work.

  ******** Beston 

  

  Business Response

  Date: 09/05/2024

  We are very sorry for the delay in the processing of the customer's refund.  The Assistant to the Executive Staff is working with **** North American to obtain their paperwork so that the refund can be processed.  In case there is a question, ****** delay in transmitting the paperwork is of no benefit to them, as they are not paid until all paperwork has been received as processed.  The customer will be notified when the refund is processed.  Again, we apologize for the inconvenience.

  Customer Answer

  Date: 09/06/2024

   I am rejecting this response because: This is a vague non specific response to my complaint. No dates are offered as to when my refund will be issued. It has been nearly 9 weeks since services were rendered! I ask for an exact date with a reference number or contact person to ensure validity. And to allow us to close this matter without escalating to regulating entities. Thank you.
  
  

  

  Business Response

  Date: 09/13/2024

  The refund has been processed and submitted to the customer's card issuer.  The breakdown of the charges including the refund, along with the contract paperwork, are attached here.  We are very sorry for the difficulties that the customer has experienced and for the frustration that this has caused.  Ifthe customer has questions regarding the specifics of the refund, they may contact their Move Coordinator at **** North American for assistance.

  Customer Answer

  Date: 09/19/2024

   I am rejecting this response because: My contract notates the estimate provided by your representative. Our actual weight was under the estimate. You are unlawfully attempting to add back 1600lbs. This seems like an unethical business practice. We did not add any weight, and clearly by the documentation provided by the driver from the weight station we are in fact under the estimate of 13,256lbs. 

  OUR ACTUAL WEIGHT WAS 10,880LBS.

  North American Van Lines/**** attempt to withhold additional money owed to us is unjust and illegal. 

  An additional refundd is due immediately. 

   

  
  

• Initial Complaint

  Date:08/04/2024

  Type:Sales and Advertising 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 moving company over promised and under delivered. It's one excuse after another and they have had our stuff for weeks. I need my stuff for my baby and to be able to do my job and I'm so tired of being lied to. I'm terrified I'll never get my items back.

  

  Business Response

  Date: 08/06/2024

  If the customer would please provide us with the registration number for their move, along with the name of the agency with whom they are working, we will research this issue for her.  We cannot locate any information based on her name alone but it is possible that it was registered under another name.

  Customer Answer

  Date: 08/06/2024

   I am rejecting this response because:
  
  543792 is the registration number 

  Under ************************* or **** and *********************. You may call or email me at ************ or ****************** or **************************. 

  Its been two weeks and you don't even have a driver assigned and no one will call or email me back. We were working with *** and *******, STS relocation llc under North American in ****************** 

   

  We need our stuff delivered ASAP. 

  

  Business Response

  Date: 08/06/2024

  We are very sorry for the delay in delivery of your household goods.

  It is never the intention of the carrier to cause a delay and we apologize for the frustration and inconvenience.

  It is my understanding the customer service department has issued a delay claim form to the claimant today and the claimant should keep in touch with customer service. There is a daily rate for compensation for delay.

  Again, we are truly sorry for the delay.

  Customer Answer

  Date: 08/07/2024

   I am rejecting this response because:
  
  A claim form means nothing. So just pay full price and hope for a credit months from now after being lied to for weeks?? What is your actual solution to getting my goods delivered ASAP? $100 a day after you having my stuff in heat and smoke for weeks is nothing. And you won't even provide a location for the load you are holding hostage. You're not only breaking a legal binding contract, but the law. If you were truly as sorry as you stated, you'd contact us and MAKE THIS RIGHT.

  

  Business Response

  Date: 08/08/2024

  Again we are truly sorry for the delay in delivery of the household goods. Please keep in touch with customer service as we are unable to resolve the delay through this BBB system.

  There is no intention to delay your goods as we realize this is frustrating and inconvenient to all parties involved. 

  The Carrier does not like for delays to happen but unfortunately, due to unforeseen circumstances, this does happen occasionally. We are sorry this happened to your shipment.

• Initial Complaint

  Date:06/28/2024

  Type:Sales and Advertising 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 went to North American VanLines website to get a quote for a cross country move. (**********************************************************************) I filled out the online form, submitted it and the next page stated: Your Quote is Ready. Click the button below to speak to an agent now to review your quote. Before I could even click the button an "agent" called my phone. When I asked for my quote, she refused to give it to me and said we do not provide quotes over the phone and insisted an agent needs to go to my home. Totally false advertising and a ploy to get someone into my house

  

  Business Response

  Date: 06/28/2024

  We are truly sorry that the claimant felt this was a ploy to get someone into their house. If the claimant is interested in relocating it is imperative that an estimator come to the home in order to provide a proper quote. 

  Again, we do apologize for any inconvenience this caused the claimant.

• Initial Complaint

  Date:06/12/2024

  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.

  North American VanLines packed up 11/15/23 from my house in ********, ******* to my move to *********, **********. When I began to open boxes, I discovered damage and many missing items. I contacted NA (North American) and supplied pics of damaged antique shelf, also with a list of items that I knew were missing at that time,. One was a Bose 4 CD sound system. After the deductible, they said they would issue me $425.00 for the shelf damage. I have not received that to this day. After so many calls to them back and forth, I am told they are not responsible for any missing items, as I signed forms when boxes were packed and delivered to verify that I received everything. In reality, the customer never sees these forms that list boxes/or when they are delivered until the packing and unloading are complete and the driver presents them for your signature. It is not possible to verify anything at these points because the number of people packing, loading, unloading and placing items is not realistic to know what is where or to check off anything. I have listed items missing numerous times: no frypans, sauce pans, kitchen tools, toaster, Bose sound system, electric can opener, etc. I had 3 TV's, sound bars, and other electrical technology items that were unplugged and all the cords, remotes etc were just thrown in a box all together. I still haven't been able to hook up some items and TV's because the removed cords, etc were not labeled. This move has been and continues to be a nightmare. It has now gone on for 6 months!

  Customer Answer

  Date: 06/13/2024

  I did not receive boxes of kitchen household items.  I have no fry pans or sauce pans and am missing many utensils.  I am not able to name them, as I don't miss them until I need or remember them.  I noticed soon that I do not have my Bose 4 CD sound system.   I am missing a small tool chest that held my household tools (hammer, nails, tape measure, etc..

   

   

  I value the Bose Sound system at $2,000 and the other items at $500.00  I feel conservatively that I should be reimbursed $2,500.00 for my losses.

  This does not take into consideration the many months of trying to resolve this with North American Van Lines.  This whole move was a nightmare and consisted of shoddy/careless packing.  

   

  

  Business Response

  Date: 06/13/2024

  We are sorry for the issues that the customer experienced.  The check for $425.00 was issued on 2/9 & 5/6.  Customer felt it was suspicious the 2 checks were issued & not received.  ******** said the check comes as a tear apart type envelope and not in a NAVL envelope, &asked if maybe she discarded it thinking it was junk mail. She said maybe. ******** requested a new check in a NAVL envelope. So it likely that the customer received the checks but discarded them.  A new check is in process.  Regarding items claimed as missing, the customer signed an Order for Service (attached) confirming receipt of the book "Your Right and Responsibilities When You Move".  The book contains detailed instructions about the importance of checking the shipment at delivery:  "At the time your shipment is delivered, it is your responsibility to check the items delivered against the items listed on your inventory. If new damage is discovered, make a record of it on the inventory form. Call the damage to the attention of the mover and request that a record of the damage is made on the movers copy of the inventory.    After the complete shipment is unloaded,the mover will request that you sign the movers copy of the inventory to show that you received the items listed. Do not sign until you have assured yourself that it is accurate and that proper notations have been entered regarding any missing or damaged items."   At delivery the customer signed their Inventory.  One page is attached above.  Next to the signature is an instruction to contact the mover if they were not given the opportunity to check the shipment.  The customer did not.  In conversations with the Senior Review Adjuster, the customer was given the options to escalate to the Manager of the ***************** (offered twice) or to pursue independent claims arbitration (instructions were provided). To date the customer has done neither.