ComplaintsforNorth American Van Lines, Inc.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid North American Van Lines for my cross-country relocation. The driver delivered my belongings on August 28, 2023 but found there were two major parts in my queen-size bed frame missing. The registration # of this delivery is ****** and my lot number is *******. The two missing pieces are piece #** & 69. These are two 87" long metal boards in the bed frame. Without these two parts, the bed frame cannot be assembled or used at all. The bed frame is now discontinued in the U.S., but here is a link to ****** ***** website for your reference.****************************************************************** driver made fake promises to help locate the missing pieces and disappeared ever since. He also forced me to leave a generous tip for the labor work. I feel I am being manipulated emotionally in the whole communication process with the driver about the missing piece after he made the delivery.I am attaching the payment for the entire move and a page of receiving inventory with the driver's note about the missing pieces. I would like to get a refund or some compensation from the North ******************************* to cover my future expenses to replace the entire bed frame (b/c the old one cannot be used). I would like to get a refund of not less than $500 for this replacement and the time/energy I spent to deal with this issue.

  

  Business response

  09/19/2023

  We are very sorry that there were bed parts missing for the Claimant's bed. The Claimant has filed their claim with the van lines and an adjuster will work the claim promptly. The claim adjuster assigned will get with all parties involved in the relocation to try and locate the missing bed parts. We thank the claimant for their patience while the claims process proceeds.

  We are sorry for the frustration and inconvenience this has caused the claimant.

  Customer response

  09/19/2023

   I am rejecting this response because:
  I have not been contacted by an adjuster by far. So I would like to keep this complaint open until North ******************************* contacts me.

  I would like to get more clear information on what happens if the missing parts cannot be relocated and what kind of policies the business has to compensate on this part.

  Also, my payment for relocation includes the assembling service, which obviously cannot be materialized as the driver had some parts missing upon the delivery. Even if the parts can be relocated and delivered to me, I would like to get a refund for the labor service I paid but not materialized regarding assembling the bed.

  
  

  

  Business response

  09/19/2023

  Unfortunately this BBB website will not generate answers to your questions.

  Please contact the claims department with your questions/concerns. 

  The Carrier 30 day to acknowledge receipt of your claim, and 120 day to provide you with a disposition.

  The claims adjuster has been contacted to make every effort to resolve this claim as quickly as possible.

  Please review the estimate/order for service to find that there were no specific charges for reassembly and therefore no charges will be refunded.

  Thank you.

  Customer response

  09/19/2023

   I am rejecting this response because:
  
  1. First, I am confused and would like to confirm this message is from the business, not BBB.

  2. The time period of processing a claim (30 days for receipt and 120 for deposition) is unreasonable. From the previous message from the business, it will first try to locate the missing parts in the frame rather than providing me funds to cover my expense to replace the bed frame, which means I may sleep on a mattress for more than 2 months, may be as long as 6 months, which is not an acceptable condition in the winter of ****. I would prefer a more prompt response by reimbursing my expense of purchasing a new bed frame.

  3. When I paid off my invoice, the contractor of North American Van Lines informed me that this price already includes dissembling and assembling of furniture. The original words from the contractor I booked with was "we always dissemble and assemble your furniture." Although the service was charged in a lump sump, the assembling service is a part of the whole package.

  4. So far, I have not been assigned with a claim adjuster. I feel the North American Van Lines are not treating my claim in good faith and I reserve my rights to seek other legal help regarding this. However, I sincerely hope this can be resolved soon as I have been more than patient to wait for responses from the contractor of North American Van Lines for more than three weeks.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid $8,000 to have my household items moved from *******, ****** to ****************, ** (Load Date: 25-Jul; Delivery Date: 19-Aug; Tracking Number: ************). When the driver arrived at my location, he told me that the ** is gone missing. Once I went through the boxes arrived, I also realized that another box which contained printer, monitor, few smaller electronic items and bedsheets have gone missing as well. Once I followed up, they told that me it takes up to 6 wks to trace my missing items!Some of the other things that went wrong included:1)Broken items: even though I did the packaging of items myself and I had to have the due diligence on my end to package items properly, all boxes labelled fragile were obviously mishandled and were completely crushed and deformed. I had lots of broken glasses and some valuable fragile parts broken as the result. Note that these boxes were firm boxes so you really have to be not careful for this to happen.2)Delay: There was a 3-day shipment delay from the latest arrival date provided in the invoice. Again, I wasnt notified of this delay. I had to pay the pro-rated price in my apartment to make sure the space is ready for the movers arrival. Also, I had to buy a chair and mattress as it wasnt convenient to live in an empty unit.3)Communication: Unless I proactively reached to agent, there was absolutely no updates about my shipment progress, delay, and missing items. All records of signed forms, images, and email conversations will be provided upon request. I do demand actions and answers to misbehaviour, incovenience and cost lost due to broken and missing items, and delays. At the least, I want to have all the missing items delivered at my place with added credit for the amount of inconvenience this moving company has caused me.

  

  Business response

  09/05/2023

  We are very sorry for the inconvenience that the customer has experienced.  The dates for delivery per the customer's Bill of Lading were August ****, and per their signature on the delivery paperwork the shipment delivered on August 19.  They are therefore *********** two days of delay compensation at $100/day.  A Delay Claim form has been attached for their use.

  Regarding the tracing, the customer's claim form was received on August 24, and assigned to an adjuster on August 25.  The customer was advised after set-up and again today that tracing can take up tp ***** days, because all customers on the truck, as well as all agencies where the driver would have stopped, are contacted in an attempt to trace for the missing items as thoroughly as possible.  The adjuster does have a diary note to check again on the status of the trace on September 15.  The customer will be notified as soon as the trace is completed.  We are sorry, but there is no provision for monetary reimbursement for the loss of use.

  Regarding the owner-packed items, there are no notations of crushed cartons being received by the customer on the day of delivery.  Cartons are always stacked inside of the trailer to make use of all available space.  Any air space within the carton, between the packed items and the top edge, must be filled with crumpled paper to maintain the stability of the carton. If this is not done, even the most carefully wrapped items are susceptible to damage.

  The claims department will be in contact with the customer as quickly as possible.  Again, we apologize that the customer could not report a positive experience.

  Customer response

  09/05/2023

   I am rejecting this response because: the answers provided are not concise and clear with next steps vaguely identified.
  1) Regarding the latest arrival date, I've attached a signed invoice showing latest arrival date of 16-Aug rather than 17-Aug shown in the signed bill of lading. Also, I was not notified of any such delays in shipment until I actively reached out to the agent on 16-Aug. If I had known in advance, I was able to rent out my place a week later. The same way that you request the customers to provide you with the delivery address in advance so you plan your shipment accordingly. 

  2) I have also attached a picture of one of the boxes North American Van Lines has shipped as an example. You can see the ident on the top surface of the box indicating that the box has not been properly stacked. The front face of the box was labelled fragile. A proper shipping and handling requires a careful packaging of the fragile items in a secondary protective packaging with a fresh box and bubble wraps/fillers or palletizing the items for example. 

  3) Regarding the next steps for tracing, "clearly" outline what will be communicated to me going forward and on 15-Sep. If you haven't been able to locate the items by then, when is the absolute cut off time for the tracing? If items are gone missing, what are your next steps? Are you going to provide a replacement or provide a cheque in the value of all items gone missing? Give clear actions and steps along with the dates corresponding to each.

  
  

  

  Business response

  09/06/2023

  Our sincere apologies for all the frustration and inconvenience this customer is experiencing.

  The Claimant should reach out to their claims adjuster for details and updates on their claim.

  The claimant is entitled delay compensation and was provided a delay claim form.

  There is nothing further that can be resolved through this BBB site and we are sorry for this.

  Customer response

  09/12/2023

   I am rejecting this response because:

  Attached is the email I received from the claims department. Without asking for the documentation that support my $1,600 claim, the claims analyst decided to only calculate a refund amount of $820.64. I've attached the documents with a record of the main items I had which included TV, monitor, and printer. "Where are all my house hold items?" If they are missing, you have to provide me the exact items that I had with the specifications attached.

  The adjuster provided the estimate and closed the claim without asking for my satisfaction or the documents supporting my claim amount. The claim is closed when your customer is satisfied and I find this rude, inconsiderate and unprofessional from North American Van Lines.

  I will have the delay claim filed once I'm satisfied with the claim for my missing items which has now started to have an impact on my quality of life.

   

  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our move was packed and picked up in ************* on June 30, 2023. It was scheduled to be delivered between July 19th-21st. We were told that it had to wait for a truck to take it from the warehouse in ************* to ***********. We were informed that it would be delivered on July 21st 2023. When it did not arrive we were told by North American Van Lines that it was stuck in a train yard somewhere in **********. We had never been told there was even a possibility that the move would go by train. In fact we would have found another company if we knew this was even a possibility. Then it started to go sideways. They were only able to locate one small crate out of five. After a very stressful number of days they located the bulk of our move still on the east coast in a rail yard in ************. It was once again put on a train that ended ** somewhere in **********. Once again we had to wait until the crates were released from the yard for a few days then delivered to the delivery agent and then eventually delivered to us on August 4, over two weeks late. We were very disappointed that there was no one who could take charge of this situation and prioritize this mishandled move. North American tells us that we are entitled to $75.00 per day for the move being two weeks late. We feel that that this is an insult considering that our boxes took 6 weeks to be delivered, were considered lost at one point, mishandled, and some things came in damaged. There was no priority given when it finally got to ***** to have it expedited out of a train yard where it sat for days. We kept getting the wrong information and were very stressed out by the total mishandling of the move. At the end of this we were told we had to pay ** in full in order to get our be belongings.

  

  Business response

  08/08/2023

  We are very sorry for the delay in the customer's delivery.  Shipment via rail is a method of transportation that has been developed in response to the continued nationwide shortage of over-the-road truck drivers.  The Terms and Conditions of the Bill of Lading state that the carrier my transport by any means available.  The customer's shipment was treated as a priority once the delay had been discovered.  The ************************************* worked together with the Manager and Director of the ********************* to find a solution to expedite the delivery.  They were also working with management staff at the rail yard.  The $75/day for delay is stated in their contract paperwork attached.  Their delay claim has been received and is being researched by a member of the customer service team.  If the customer needs to file for damages, they may go to www.navl.com, scroll to the bottom, and select the Claim link.  Again, we are very sorry for the concern and the inconvenience that the customer experienced.

  Customer response

  08/09/2023

   I am rejecting this response because: No effort was made to give the shipment priority. It appeared that the company had no one who was willing to

  take charge and communicate to us that the shipment would be put on a truck and delivered to us right away.  Instead we got conflicting reports through

  the whole ordeal. That is worth more than $75.00 a day.
  
  

  
  

  

  Business response

  08/13/2023

  We are sorry for the difficulties that the customer has experienced.  As previously stated, multiple management-level staff and directors were involved in trying to expedite their delivery.  If a truck had been available to load and deliver the customer's items, that would have happened. It is not a matter of locating a truck; an over-the-road driver must be available to transport the items.  Unfortunately, the on-going 3-year shortage of drivers made it difficult to achieve that.  The customer's delay and damage claims have been received and are being processed.  Per their contract, the reimbursement for delayed delivery is $75.00 per day.  No additional compensation can be offered.  Federal law prohibits a carrier from making a reduction of the customer's charges as a strictly conciliatory gesture.  Again, we are very sorry for the delay and inconvenience which occurred.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May *****, 2023. I got bids from two companies for a move from ************ to *******. Allied and North American. I did not know that they were the same company. Both sent out men to walk through the house. They went everywhere and in closets etc. and made notes. They said everything would be moved carefully and protected. They each gave me a BINDING PRICe which were very similar except for the car. They promised a lot. After the furniture was taken, they put it in a warehouse and said I would have to pay $2,000 more than the Binding Price if I wanted to get my furniture and they would not even start to move my items until I signed another binding price contract. There was nothing I could do and I did not know that they were the same company until they came to pick up my furnitures. They gave me the Binding Price on May 11 and picked up furniture on May 16. The binding price was only binding on me not on them. They said I bought more furniture which I did not. I am handicapped and not able to do something like that. My belongings were badly damaged between moving and storage and moving and storage and moving again. I feel people should know that these are not honest companies and I am told they should never have gotten money in advance or been able to change the amount. I am a handicapped senior citizen who was just taken advantage of.

  

  Business response

  08/03/2023

  We are sorry for the concerns which the customer has experienced.  ********************** and ********************************* are independent companies under the common ownership of SIRVA **** The two carriers will, as needed, cover each other's shipments, but they are separate companies with separate Executive leadership.  The customer was provided with a binding estimate, which was valid for the specific items listed on the estimate.  The estimate shows that the customer was moving 65 packed-by-owner cartons.  When the driver arrived to load, however, there were more than 200 packed-by-owner cartons tendered by the customer.  This increased the price which necessitated a new estimate that reflected the actual items that were loaded.  The weight increased from the estimated weight of **** pounds to ***** pounds. The customer signed all of the pages of the inventory confirming that the items that were loaded were the ones that they wished to have shipped. The carrier, in an effort to assist the customer, actually absorbed 1/2 of the additional charge, even though they were under no obligation to do so, The customer states that she was required to pay in advance.  Had she chosen to pay by certified check, the driver would have collected that when he arrived to deliver.  After the items had loaded, however, the customer stated that she wanted to pay by credit card.  Credit cards must be run several days in advance of delivery to confirm that there will be no issues in clearance on the card.  Even cards that have a high enough credit to accommodate the delivery charges might only permit a set amount that can be charged in any one day or on any single transaction.  Had that problem occurred on the day of delivery, and the customer did not have the means to obtain a certified check to pay for delivery, the shipment would have had to go to storage at the customer's expense.  This is why credit card payments are run in advance of the delivery date.  In addition, there is a convenience fee for use of a credit card which in the customer's case came to $388.47.  This also contributed to the increase in the total charges.

  We are sorry for the damages which occurred.  The customer's claim has been completed, and they have been paid the estimated costs to repair the damaged items, and the name and phone number for an independent repair specialist who will complete the repairs for the amounts provided.  For items with surface damage that are still in useable condition, the customer was provided with an appearance allowance.  The carrier did deny the customer's claim for packed items that were packed by the customer.  The carrier does not have liability for the items which they did not pack.

  Customer response

  08/04/2023

   I am rejecting this response because:  You are not listening.  I am handicapped and a single woman and I think that they saw someone that they could scam.  *********** actually sent two representatives not revealing that they were the same company. One said they were from Allied and one said North American but I signed with North American and it said Allied on the truck. BOTH representatives went through the entire house.  All of my house was already packed except a little in the kitchen and last minute personal stuff.  All totes and boxes were fully visible.  Both representatives came up with the same estimate.  Most totes were see through so they could see what was in them.  I did not count the boxes and totes but I no way had 200.  Many, many of my items had 2 or 3 numbers on them indicating more than 1 item when there was only 1. The movers were mad at me within 5 minutes because they did not want to move the massage chair.  The jewelry box and silverware box were discussed with both representatives and I was assured that they could go in the car and when they couldn't **** assured me that they would get special treatment.  Now I am told that they were not even wrapped in a blanket. 

  It is obviously a scam for two different people to give the same estimate and then have the actual BINDING PRICE go up after they got my stuff and held it hostage. My stuff was treated very rough and I had been assured how much the company would care about my items and wrap them carefully in blankets etc.  I did not add anything to the house after the estimates.  All boxes and totes were fully visible.

  **** verbally told me that the price could not increase when I asked him point blank.  It was a scam

   

  

  Business response

  08/15/2023

  We are very sorry for the frustration and inconvenience.

  The Carrier is working to have some type of a refund to the claimant and will reach out to the claimant direct once an amount has been reached.

  Thank you

  Customer response

  08/21/2023

   I am rejecting this response because:
  They said the carrier would reach out to me about a refund but i have not been contacted. I tried to contact the carrier today and they do not know what i am talking about.

  ***************************

  
  

  

  Business response

  08/30/2023

  Our sincere apology.  We are working on a possible refund of some kind to the customer. However, this has to filter through multiple channels as we are required to follow federal guidelines.

  We will reach out to the customer as soon as we can confirm.

  Again, my apologies as this takes some time.

  Customer response

  09/06/2023

   I am rejecting this response because: You say I must accept or reject in 7 days and I have not been contacted by the carrier so I must reject.

  ***************************
  
  

  
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/102023, North American arrived at our new home with our household goods including furniture in the moving truck. The total cost of the move was $10,942.44. North American committed to loading the household goods, shipping and unloading the goods at the destination of our new home. The cost estimate was based on an estimate made by the sales person after inspection of the items at our old house. The last furniture item unloaded and placed in our house was a sleeper/couch. It was carried upstairs and placed in the largest upstairs room. Before the truck left we inspected all the of the furniture and other household items to assess damage. We found none at that time. The next day, I moved the sleeper/couch slightly and discovered a hole in the sheetrock of the wall right behind the couch. We call North American the next day to open a claim. The claim number is 09825-3. North American denied the claim because "the carriers liability is limited to damages that are noted at the time of delivery." The damage to the wall was hidden by the placement of the couch at that time. We contacted North American as soon as possible after the damage was found. We are asking North American to pay for repairs to the wall that they caused.

  

  Business response

  07/26/2023

  We are very sorry for the frustration and the damage the claimant has submitted.  The claim notes ask that the customer respond to their denial email and ask for the file to be reviewed. The claim file will be sent to a review adjuster for further consideration. The customer will need to provide any information that will be helpful, including when they called and who they spoke to the day after delivery to report the damage.

  Again, we do apologize for any inconvenience this customer has experienced.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have used North American in the past and had no issues. However, this time around has been horrid. I booked them in June to pack our belongings on 7/7 and load them on 7/10. All went well while in *****, but our driver showed up on Saturday, 7/15 and communicated that half of our stuff was in an overflow truck in a warehouse in *****. That was never communicated to us. When an employee call and asked how everything was going I told her about half of our stuff not being here and she seemed to have no idea. The driver stated he looked at her at the warehouse and told her he couldn't fit everything on his truck. It was them told to me by the woman in ***** that they will find a driver and get our things out to us. However, it is 7/20 and we keep getting told they haven't found a driver yet. We are without dishes, silverware, pots and pans, TVs and many other household necessities. Yet, they delivered 20 boxes of Christmas decorations. They are not taking any accountability in finding a driver ASAP and I was told by customer service that they will only pay for a pot/pan and paper plates/plastic utensils because they aren't considered a priority. Meanwhile, they broke many pieces of our furniture, do not communicate, and I have yet to receive the claim paperwork for the broken furniture and late items. We need our things, yet they were happy to take the full $15.5k we paid even though they failed to deliver in the one day delivery window they gave us of 7/13-7/18, and not all of our items are here.

  

  Business response

  07/26/2023

  We are very sorry for the delay in the completion of the customer's delivery and the inconvenience which this has caused.  The on-going shortage of over-the-road longhaul drivers has made quick recovery from such situations difficult.  A driver has been assigned to load the remaining items, but in the last 30 minutes he reported that the customer whose belongings were loaded today took items that were not originally intended for shipment, therefore taking more room than anticipated.  The driver is uncertain if he will be able to accommodate this customer's shipment but he is going to try.  We will have more information on this late in the day on Thursday June 27.  We will authorize $100.00 for the customer to make some purchases to get them through until the rest of their items are delivered.  I will forward damage and delay claim forms to the customer tomorrow.

  Again, we apologize for the delay in delivery. 

  Customer response

  07/27/2023

   I am rejecting this response because:

  Our household items were packed on 7/7/23. We are living without kitchen plates, cups, bowls, silverware, pots and pans, steak knives, strainers, spatulas/tongs for cooking, lunchboxes (the kids have started school already)/bento boxes for lunches, ALL of our hangers to hang my and my kid's clothes, vacuum cleaners, cleaning supplies such as mops, carpet cleaners and swiffers (floor and dust), towels/washcloths/rugs, backpacks, cheer necessities (both kids started this sport already), many pairs of shoes, bathroom necessities such as curling irons, blow dryers, office needs for when my husband is working from home. We have none of our TVs, alarm clocks for the kids to wake up for school, water bottles for school/sports, coffee mugs, air fryer, my prescription glasses, kid's iPad (and the screen on one of my kid's computers you delivered is cracked), all of my older daughter's desk supplies that are needed to complete homework, my cricut/crafting devices I need in order to make my designated job's things for their cheer/school, MANY blankets and pillows for our couch and bedrooms...and these are just things we need ASAP. There are sentimental and IRREPLACEABLE baby books/items and national winning medals still in that warehouse.

  This does not include everything we are missing. Myself and the kids are leaving for a trip on Wednesday and we do not have half of what we need because it is still in ***** (one day short of 3 weeks past our packing date). Who is responsible for me having to replace those items? I'm sure if it was anyone whom worked at this business they would be very upset at these circumstances. 

  North American's driver shortage should include not taking any more jobs in the area until they can finish what what promised to us. I was told when booking that they take jobs up to two weeks prior to a move date. So why are our things not in transit? We are a family who just wants our stuff delivered so we can move on with our lives. Offering $100 to us barely covers what we have had to buy in order to function daily. 

  I want a promise of delivery within the next 4 days (delivery Monday, July 31st), and a much larger reimbursement than $100. To be honest, that is insulting. Our promised delivery date window ended on 7/18. It is now 7/27. We need to be a priority.

   ***************************

   

  
  

  

  Business response

  07/28/2023

  We are sorry for the inconvenience which the customer has experienced.  The remaining items have been loaded, and the driver has contacted the customer to advise he plans to deliver August 2.

  The amount offered as delay compensation is not intended to replace all off the items which will be delivering late, but rather to assist in getting the customer items to hold them over until their shipment has been completely delivered.  Numerous cartons in the second portion are recorded as containing toys, books and Legos, which in most cases would not be needed for immediate use.  

  North American does not deliberately overbook.  The shortage of driver's does make a rapid recovery from an overflow situation difficult.  The ********************** at both the Corporate dispatch office and the agency operation department were involved in assigning a driver and loading the items as quickly as possible.

  We do apologize that the shipment could not be completed in a more timely manner.

  Customer response

  07/31/2023

   I am rejecting this response because:
  
  I understand toys and legos do not qualify for replacement. However, towels, kitchen plates, silverware, cups and pots and pans and a toaster sure do. Those are immediate necessities, along with their school and cheer belongings that they have already started. $100 doesn't even cover the towels, bath rugs (for the kid's safety) and toaster I had to purchase. Again, I am not asking to replace all the items. I asking for a more reasonable compensation. We have been without our items for almost a month. This is absolutely unacceptable.

  ***************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We encountered multiple issues in my familys interstate move from ***********, North ******** with loading on June 8, 2023 to **********, ***** with 1st unloading on June 14, 2023 and 2nd unloading occurring on June 22, 2023. First, the movers at loading failed to estimate the space correctly remaining on the truck for our belongings. This resulted in several issues, including: 1) careless handling of our boxes and belongings; 2) loading items carelessly (some even stuffed in cab of truck); 3) several items missing from delivery; and/or 4) failure to bring important items in the 1st delivery, which caused additional stress in an already stressful moving process. Second, we experienced damage to a few items as well as several important items that were completely missing. We only discovered this fact after receiving the second delivery, hoping the missing items would be delivered with that shipment. We were told to wait to file a claim until after unpacking the 2nd shipment. Attached is a copy of the claim submitted for your information and use. We were even further upset when after filing the claim, told we would only be reimbursed $75 for the damage to my sons desk. This is totally unacceptable, especially considering the issues with the move and the fact that we paid an additional $439 for additional coverage, which seems worthless. Your movers and claims processing agents should care more about peoples belongings than what was demonstrated during this move and the subsequent process. My little girls birthday present (stroller) was either never loaded, stolen, or thrown away. I hope others dont have to experience what we have endured to date. While we submitted a claim for $625, we are demanding a minimum of $439 be reimbursed for the damages and lost items, which is equivalent to the additional coverage purchased for this move.

  

  Business response

  07/10/2023

  We are truly sorry that the claimant had issues to report from their relocation.  Having an overflow shipment is never something we like to have happen. It appears the overflow consisted of 13 items of which all checked off at the time of delivery of the overflow.  The claims department is going to review the claim to see if any further consideration can be provided.

  Again, we do apologize for the frustration and inconvenience this has caused the claimant.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had scheduled a move from ******* to ********. My stuff was stored in ******* for a bit then delivered to **. When the items arrived, one of the items missing were 4pieces that are part of my pool table that they had disassembled- due to the missing pieces (slate blocks), they were unable to complete the reassembly of the pool table. I had filed a claim (Reg#: ************ - Claim#: 01536-3-) to get this resolved so that they could either help obtain missing parts from a pool table company/builder (I have specific brand and model of the table available and which pieces are missing), and if they were unable to obtain, to get reimbursed for now an unusable pool table. This claim went in on January 26th 2023. I had called a couple times to the claims adjuster assigned and left voice mails but was never able to get in touch, nor have heard back still. They have not reached out to me yet, and I would like them to purchase and obtain me the pieces to complete the assembly (and to send back the assembly team- which I paid for), or to reimburse me for the whole pool table price (also have the receipt of when I purchased the table).

  

  Business response

  06/06/2023

  We are truly sorry for the length of time that has transpired and for all the frustration and inconvenience this has caused. This has been submitted to the claims department who will in turn review the situation for action. They will reach out direct to customer after they review.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of transaction: 07/19/2022 My household goods were picked up by North American Van Lines. (NAVL) Two large rugs with pads were included in the goods: sizes 10 feet by 12 feet. The rugs were stored for 6 months at ******************************* in ****** **. The household goods were picked up by North American Van Lines on 01/09/2023 and delivered to ************** on 01/18/2023. The two large rugs were missing. After several attempts to find the rugs they were located at ******************************* (ATS) in ****** **. ATS has reported to me that they have been trying to get a NAVL driver to pick up the rugs and bring them to ** without any response. The value of the rugs is approximately $3,000. I want reimbursement of the rugs as soon as possible.

  

  Business response

  03/21/2023

  It appears this complaint may have been filed a while back? It looks as though the rugs have delivered.

  Thank you.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired North American Van lines to transport my entire home contents from ****** ********** to ****************. We had made it clear to them that the builder was having a delay in the interior of the home would not be ready to bring the items into the house and that they'd be stored in our four car garage attached to the house. The driver that was scheduled to pick up the contents of our home was going to be late by five days. We need to be out of the home because escrow is closing the next day. So the local North American *** line agent came over late day and into the night with multiple drivers and trucks and loaded everything into small trucks. they then took all the items to their warehouse and unloaded them to wait for the large truck that would go to ********. I had concern about multiple loading and unloading of these contents. My sales agent, ****** and the owner of the local NAV agency assured me that anything that was broken or damaged would be replaced. No questions asked. They did all of the packing, and they did all of the loading of the interior of the house. in transport, the delivery was late by three days. They claimed that the load had been infested with insects and they had to fumigate the truck. It's not clear whether they unloaded the items again or not. When they delivered the items to our garage our contractor was there , but we were not and they understood that. They assured us that it isn't necessary, "we do this for military people all the time" if anything is damaged, we will fix it. I have a claim with them now for a $5000 dining room set that was basically destroyed. The legs were broken off of it and the chairs were broken and the fabric punctured. They told me because it wasn't noted upon delivery. There's nothing they can do. They did pay for a tool chest that they destroyed, but they refuse to pay for the dining set an a $200 glass top for another piece of furniture. They have a $500 deductible and sent me a check for 50 bucks.

  

  Business response

  02/28/2023

  We are very sorry the claimant had concerns to report from their relocation and that they had damage to report.  In reviewing the claim file there were multiple reasons for denial of the table and chair that were claimed on the claim form. The claimant completed the customer check-off sheet and did not document any damage to the table or chairs. There were 3 boxes documented as damaged so it would seem that something as large as a table and chairs would have been documented as well. The items delivered into a garage and were later moved by a party other than the van lines and therefore the "last-handler" rule pertains to this situation. If there is no documentation of damage prior to the items being relocated then the last-handler is liable for the damage. The claimant also attempted repairs to the table. The independent repair service assigned to inspect was unable to determine  what the costs would have been for them to make repairs since the attempted repairs were unsatisfactory and would cause more entailed repairs. The claimant disposed of the glass top and once again nothing was documented at delivery regarding a broken glass top.

  The carrier did accept liability for the took chest in the amount of $550.00. However with the claimant having a $500 deductible applied they did only receive the $50.00. If the claimant chose to have a $500 deductible this cannot be changed.

  The claims department is reviewing the case and will make a determination if they will change their position regarding the previous denial and/or settlement.

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