ComplaintsforNorth American Van Lines, Inc.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  RE: Claim 23208-2 After what was the most costly, and most damaging move of my life including "lost" items and a disgusting toilet incident, we got to the claim part of my move. One item that was broken was a media cart. I supplied the items serial number. When they processed the claim, they went on ****** and gave me the cheapest value they could find. AN OUT OF STOCK item that will never be restocked at that price (*****). The only item actually available to purchase is ******. For some reason, they based the payout on an old listing and are saying it's fair. I reached out to the seller on ****** of the ***** version, they will not be relisting the item. So NAVL is ripping me off another $100.00 dollars. I would like the amount paid to me to be actually what I can buy the item for today.

  

  Business response

  12/09/2022

  We are very sorry that the claimant had damage to report from their move. I have reached out to the claims adjuster who will be in touch. I let the adjuster know the item is no longer available at the cost when it was sent over to the claimant.

  I do apologize for the frustration and inconvenience.  The claim adjuster will be in touch.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It was a big mistake to hire North American Van Lines for moving my 2 bedroom condo and a loft from Virginia to ******* in June 2022. I paid $13,387.72 and I insured my shipment at full replacement cost without deductible. On delivery date, the delivery person handed to me some individual pieces of my stuff, I asked why they came in as single pieces like this? He didn't answer. When it came close to 5:00pm the driver took the Customer Check Off Sheet out of my hand and he marked off all the remaining on the list as if they were actually delivered. I wish I have taken a picture of what I have checked off on the list before the driver took over the Check Off Sheet. After I opened the boxes were delivered I was missing a lot of clothing and many other personal items besides that, most of my furniture were either dent/bent and damages. The delivery person damaged the wall by the hallway. I sent picture, the Manager, ********************* agreed to reimburse once I have a chance to hire someone to repair the damages. I filed claims for missing items. I made an error on replacement value of my tablet, I immediately corrected and sent the update for a reimbursement of $699.00 but they reimbursed only $125.00. The **** remote control for my **** speaker was $29.99 but they reimbursed $20.00. The missing inkjet of my HP Printer was $125.00 and NAVL has not reimbursed. I estimated 2 full size wardrobe boxes a $750.00 for each box (this is very minimum) they were actually cost me much more than $750 in each full size wardrobe, they reimbursed only for one as they claimed that one box they found in a warehouse in ********* and when the box delivered it was damaged and original was wardrobe but now it was cut down to about dish pack size, stuff inside was mess up/dirty. This is NOT a part of one of the missing box. The wall dent so far not reimbursed. I insured Full Replacement Value. After many follow **** I have NO responses from the Claim Analyst.

  

  Business response

  11/15/2022

  We are very sorry that the Claimant has issues to report with the settling of the damage claim. The Claimant should contact the claims department and ask to speak to the claims manager regarding their dispute. Unfortunately, we are unable to resolve this through the BBB website.

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

  Customer response

  11/24/2022

   I am rejecting this response because: 

  THE CLAIM ANALYST DOES NOT RESPOND TO MY REQUEST.  CAN YOU PROVIDE CLAIM DEPARTMENT INFORMATION AND WHO IS IN CHARGE SO THAT I CAN REACH OUT TO THEM?
  
  

  
  

  

  Business response

  11/30/2022

  Please contact claims at ************ and advise you wish to speak to the claims manager.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** moved us from ******** to ***** on July 28, 2022. We purchased the *** coverage which is fix or replace any damaged items. While loading, nothing was verbally said about damage, and when they were done they asked us to sign the loading sheets. When our items arrived, it was noted that 6 items were damaged. NAVL had an independent adjuster come out and review the items. 3 weeks later, we had an offer of $500 when the total replacement value was $5000. It was noted that 3 of the items had previous damage. I asked for the documents and noted that **** notes damage in cryptic letters and numbers and NEVER tells the customer that damage exists. In fact, they noted damage on every item. Out of the 175 line items, 118 had false claims of damage because they arrived at my house without any damage. Here is the scheme, they **** every item with potential damage, damage that doesn't exist because they know they are going to damage some of it in transit. Then, when the customer receives it, they can claim it already existed. It is apparent this is the plan because every box was damaged with a crushed top, every plastic tote was noted as cracked, every metal appliance was edge dings and side scratches, and every piece of wood furniture had leg and top scratches. None of this existed and by doing it this way, they are scamming everyone who buys the "***" insurance. Of my 3 items that were denied, the damage noted, which didn't actually exist, did not align with the damage that was claimed. So, the claim should not have been denied. My claim was then referred to a secondary review, which takes another 60 days, so all told, 90 days. This is the second part of the scheme, have everyone wait as long as possible to wear them down into settling. Oh, and the reviewers are not independent third parties, they are NAVL employees, so of course, they are going to do everything to not pay a legitimate claim. So, I proved the damage was not noted and I have *** coverage

  

  Business response

  10/31/2022

  We are sorry for the problems that the customer has experienced.  If the customer had questions regarding the notations on the inventories, they had the opportunity to make comments on the paperwork and to ask questions at the time that they signed the paperwork. The Declaration of Value which the customer signed before their move confirms their receipt of the booklet "Your Rights and Responsibilities When You Move".  The booklet provides information to the customer regarding the post-load check off to be done by the customer. 

  The fact that the claims personnel and the review adjuster work for the carrier has no effect whatsoever on their decisions.  They have no personal stake in the decisions which are made on a claim.  The length of time to complete a review has nothing to do with "wearing the customer down".  There is one adjuster who handles reviews for both carriers under the ***** BGRS banner - North American Van Lines and **************************************** It takes time to fully review all aspects of a claim, and if the review indicates that additional payments are due, those payments will be made immediately upon the completion of the review.

  Customer response

  11/04/2022

   I am rejecting this response because:

  1. The false damage noted does not match the actual damage.  For example, every piece of wood furniture states scratch on top.  However, the actual damage to the bed was broken beyond repair.  The first adjuster wanted to give a $200 appearance allowance instead of the *** program coverage I paid for which states I should receive replacement cost ($1800).  The claimed items all followed this pattern.  It should never have had to go to a second reviewer.  That is why this feels like a game to wear down the customer, the actual program is not followed and NAVL tries everything to not pay claims. So, the end customer now has to wait over 90 days while I had to pay before service.  I should receive full replacement value up front.

  2. The fact that it is clear that damage was falsely recorded is a major red flag and the BBB should immediately give NAVL an F score and launch an investigation.  I reported this to NAVL and was told there is no ethics department at NAVL.  The fact that nobody cares about unethical behavior in your company is beyond belief unless it is the accepted culture.
  
  

  
  

  

  Business response

  11/10/2022

  The following letter was sent to the customer today:

  RESPONSE: The following response was sent to the customer today:        11/10/22 03:51:58 PM   Dear ****************: This is in response to your complaint to the Better Business Bureau. I have reviewed your claim and will pay the additional amounts to you: Refrigerator Pay as claimed $748.00 Toolbox Appearance allowance ****** Desk Pay as claimed ****** ($100.00 paid by adjuster) Bed Pay as claimed ******* ($200.00 paid by adjuster) Shelves Pay as claimed ****** ($100.00 paid by adjuster) Since the toolbox is damaged,but its function is not affected, an appearance allowance will be paid. I will request a check for an additional $3647.97. Regarding your question regarding an ****************** we do have such a department, but it is called Corporate Compliance. ****************, I am sorry for the damages which occurred and with the problems that you experienced with your claim settlement.

  Customer response

  11/18/2022

   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.

  
  

  Thank you.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today 25 October 2022 we were told by North American Van Lines that in order for us to move we would have to pay $10,000 up front. We were NOT told this prior to our accepting their $20,000 bid to pack up our household and move it 2500 miles across country. But, the other reaon is that North American Van Lines came highly recommended by the American Legion. All this took place as we were trying to pack and by phone

  

  Business response

  10/28/2022

  If the customer would please provide us with their registration number and the name and phone number of the agency, we will research this for them.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  North American Van Lines damaged $9,935.00 worth of our furniture and personal belongings in our move. The did not unpack the furniture in designated rooms and locations. Furniture that was taken apart was not put back together and was in various locations throughout the garage and home. Sofa cushions and delicates were left out in the rain. The move was not completed to the standards in the contract.

  

  Business response

  09/12/2022

  We are very sorry for the problems which the customer has encountered.  There is no indication that she contacted our customer service department who could have assisted her with having any necessary reassembly completed.  She does not indicate if she asked the driver to place the items in the desired rooms as delivery was occurring.  Her items were delivered in mid-August; unfortunately this is the first that we are hearing of this.  If assistance is still needed, she may call **************** at ************.

  Regarding the damaged items, we have no record of receiving a claim form.  By law all claims for damages must be filed in writing by the customer within 9 months of the delivery date.  To file a damage claim, she may go to the website www.navl.com, scroll to the bottom for "Domestic Claim Form" and complete and submit the form.

  We apologize for the inconvenience which the customer has experienced. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Move from ************ to North ********* Packed up by *************************, an agent of North American Van Lines. Household goods were not delivered on time but taken on two small trucks from our home in ************ ** & transported to the ************************* wear house & held for two weeks until they could deliver them to us in North ********* This was NOT agreed to ahead of time. The delivery finally came after 2 1/2 weeks by North American and many items were damaged and worse of all missing. North American claims to have investigated our situation but decided they were not at fault and suggested we file a claim with the insurance we purchased for the move. (500 deductible) ********************* ***** Claims disregarded many of the items saying we should have listed them on the day of delivery despite the fact 5 guys were bringing in boxes yelling numbers off many at the same time and we did not notice much of the missing and damage until we started unpacking. It included a bedside table that had a dead bird in it. My grandson (2 1/2) opened the drawer and took it out before I knew what it was and there were maggots in the drawer as well. It smelled so foul I thought I was going to be sick not to mention that my grandson handled this. The table had to be discarded as I tried everything to get the smell out. The bird must have gotten into the table drawer while it was stored in the Bay ******* wear house. Well the moving company and the insurance company again denied responsibility for this. They stated that it was not their fault or responsibility. At first they only offered a fraction of the amount claimed. When we pushed back the insurance company sent it to theirclaims review committee. it will take at least 60 days to get a response if we get one at all. At 68, my husband and I have been through 8 moves using professional moving companies and we have never ever been treated so poorly and having paid top dollar for the move.

  

  Business response

  09/12/2022

  We are very sorry for the difficulties that the customer has experienced on their move.  It is never the intention of the carrier to delay the load and delivery of a shipment. The continuing nationwide shortage of truck drivers and crews has affected many businesses and the moving industry has not been immune to the effects.  There would have been no way for the agent and origin to foresee this, as shipments are not assigned to a driver at the moment of registration, but rather are assigned based on drivers coming into an area with space available.  As a result, the carrier will not know of an impending delay until just before the scheduled load date.  The customer was paid $800.00 for the days of delay, per the terms and conditions of their contract.  The customer's claim has been assigned to a senior review adjuster who will determine if any further settlement can be made.

  Customer response

  09/13/2022

   I am rejecting this response because:
  
  While we accept the explanation regarding a driver shortage and were compensated per contract agreement, the issue of the missing, damaged and broken items has not been resolved. We had no way of knowing what was missing contents within a box, which is where the ** would have been placed. We only know that once we unpacked all the boxes, the ** was no where to be found. We have the remote control to that specific TV because it was in a box with all our other remotes that we transported ourselves. We had a total of 5 tv's in ************ and only 4 were delivered to **********, **.  The 32 inch Roku TV is missing and was never delivered. We had asked on several occasions to show us where on the inventory the 5 tv's are listed and we have never received a response. Regarding the missing stroller, It was not listed on the inventory sheet as being loaded on the truck, therefore it could not be checked off when our goods arriived

  Item 42, the missing 3D art was not checked off on the customer check sheet. This means that on delivery day, it was noted that that item was never even received. 

  Item 261, if the goods had been transported as promised and not stored in a warehouse, then I'm sure we would not had the dead bird issue. To imply that the bird was already in the drawer in our home in ************ is almost insulting. OF COURSE this bird found its way into the drawer while our goods were in the movers possession.
  With regards to the missing bedding. On the final day of loading the truck, we were told to place our bedding from the last night in the house in the box NEXT to the small parts box. Since that box was admittedly never located, I am left to assume that the bedding box is with it. 
  I must say, that in my 46+ years of work, where I was relocated no less than 7 times, I have never had as poor an experience as the one we just had with ********* Movers/North American Van Lines. I do hope hope that you reconsider some if not all of the determinations made regarding our claims. ***********************

  

  Business response

  09/14/2022

  The information that the customer has provided with be sent to the review adjuster so that it can be considered in the course of their determination of a review settlement.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We were told that our household goods were to be delivered on March 30, 2022. Our goods were loaded on the semi truck along with 2 other families both moving to *******. Finally, on April 8, we were told that a "part" was needed to be ordered and installed to fix their truck. One would think a major moving company would not delay delivering 3 household goods by renting another truck to complete the delivery. Finally, they did rent a truck to deliver some not all of our goods on April 18th. Both the move coordinator and driver confirmed that our 2 king size mattresses were never loaded on semi truck leaving ******. When North American picked up our goods it was in a box truck to be taken to their semi trailer for loading. Amazingly, they did deliver the 2 king size box springs but not the mattresses. Also, to demonstrate their incompetence, they were unable to assemble our master bed and just left it in our room unusable. Both the move coordinator and driver were shocked to hear the 2 king size mattresses were never loaded out of ******. Our contract called for a $100 per day reimbursement for delivery delay starting on April 10 thru April 29th for final delivery of all goods. We failed a claim for this delivery delay amount and claim for the numerous furniture items they damaged in the delivery. Yes, we paid extra for their so called replacement cost damage insurance. North American only paid a small $400 for the delay (4 days not 19 days owed) and only paid for a repair estimate which they produced using their vendor not replacement cost given that some of damaged furniture was beyond repair. Our move with this company was a disaster. One would be smart to look at their other major competitors for a multi-state move. Be advised their sister company is ********************************* so if their customer service is the same, I would suggest avoiding them also. STAY AWAY FROM NORTH AMERICAN VAN LINES!

  

  Business response

  08/19/2022

  We are very sorry for the delay in delivery of the claimant's household goods. It is never the intention of the carrier to have this happen and we do realize the frustration and inconvenience this causes. Unfortunately breakdowns do occur and we are left to face the delay. The claimant was paid delay compensation based on the contract agreement. Although we never like our customers to have to file a damage claim the claimant had some damages to report. An independent repair specialist was assigned and the claimant was paid based on their findings. The items that were damaged are repairable and the claimant was paid out the repair cost. The liability of the carrier is to repair or replace and the carrier will choose the option based on the cost. If the claimant has the repairs done and the items are not returned to pre-move condition the claimant can contact the claims department for review. We are truly sorry that this customer had a bad experience.
  
  

  Customer response

  08/20/2022

   I am rejecting this response because:
  

   Delay was more than the 4 days paid.   Contract calls for $100 PER DAY!

  NORTH AMERICAN VAN LINES does not honor its contract - if you need an interstate mover hire a company that honors its written agreements.  NOT NORTH AMERICAN or its sister company ******! 

  
  

  

  Business response

  08/22/2022

  Per your Order For Service, 
  The end of the claimant's delivery spread was 4/9/2022 which is when delay compensation of $100 per day would begin. It is our understanding that on 4/11/2022 the claimant was no longer available to accept delivery as they had to return for a home closing. The carrier was able to deliver in that timeframe so there was an agreement made to hold onto the belongings until 4/18 at no charge. Due to not being available during that time frame, delay compensation would cease as you are required to be available for delivery.
   
  Although these exceptions were made the claimant compensated in the following manner:
  $400 dollars in delay compensation from NAVL. The agent paid for 4 days of the claimant's hotel stay and the agent also bought a new mattress
   
  Although the claimant wasn't  available to accept delivery of the first portion between 4/11 and 4/18, they were provided with 4 days of hotel stay, $400.00 and a new mattress to assist.

  We are truly sorry for the delay in delivery of the household goods but the claimant was compensated fairly and there is nothing further that can be accomplished through this BBB site.

  
  

  Customer response

  08/23/2022

   I am rejecting this response because:
  
  Our being unavailable for delivery is not true.  The broken-down truck was still in ******** ** shop awaiting parts.  This can be confirmed by asking other 2 family furniture delayed on this truck. 
  
   Delay was more than the 4 days paid.   Contract calls for $100 PER DAY!

  
  NORTH AMERICAN VAN LINES didn't honor its contract - if you need an interstate mover hire a company that honors its written agreements. 

  NOT NORTH AMERICAN or its sister company ******! 

• Initial Complaint

  08/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract to have my household goods packed and moved from ******** to ******* in July 2021. My household goods were packed on July 19 & 20 and loaded on the 20th as well. I had a delivery date of July 24-August 2, 2021. My household goods were not delivered as promised and was put into storage twice, this was not what I agreed upon. When I Called them when my items were not delivered as contracted, I was told they did not have a driver and there was no delivery date. My items were delivered the end of August, but it was only partial delivery. I was told I had to pay an additional $5000 to get my stuff delivered. I filed an initial claim with North American for the first load because everything was damaged. This shipment contained valuable from Europe that my parents had in their house and they are deceased. These items were irreplaceable. I did not receive the remainder of my shipment until October 2021. Not al of my items were delivered but I was told this was all my belongings. I filed an additional claim and most of the items I claimed were denied. I hired an attorney to get resolution in March 2022, and I had to resubmit all my documentation and support again. They sent a supplemental check but still denied my valuable items, such as purses that were stolen/ never delivered, missing furniture, missing weights, missing lawn equipment, damaged Turkish marble, etc. I reached out again and they again denied my claim for valuable items, although I had the full insurance coverage of $75000. I was told they will not pay for the items because I never filed the claim. I was also told that my items that were missing, which was acknowledged that it was capped at $100 per item. This is the run around I have been getting for over a year now and I am only told by them to get a lawyer and go to arbitration. They are in breach of the contract and damaged irreplaceable items and continually give me the run around.

  

  Business response

  08/10/2022

  Although we are truly sorry the claimant had a substantial claim to report with the carrier, we are unable to change the final position of the claims adjusters. The claim file was reviewed numerous times and the claimant received many repairs to damaged items and over $21,000 in settlement.

  The claimant also received delay compensation for the delay in delivery. It is never the intention of the carrier to cause such a delay but transportation has experienced some unprecedented times with the driver and labor shortages.

  We are sorry for all the frustration and inconvenience this customer has experienced during their relocation and claim resolution.

  We wish the claimant the best in their new location.

  Customer response

  08/10/2022

   I am rejecting this response because: I am not in agreement with the settlement as they are refusing to pay for items that can not be repaired.  They $21K is the amount paid to repair items, not replace them.  Since the items are not repairable, I want the replacement value.  specifically related to the German *******.  North American stated I never told them or claimed pieces were missing, but in all the communications and claims filed, you can see they were notified that all the pieces were not delivered.  In addition, I was not paid appropriately for the delay because I still never received my essentials, those had to be replaced and I was never paid for those items wither, they were denied in the claim.  North American stated I signed that my items were delivered, however that is not the case as no documents were signed after the first delivery because the driver did not have an inventory and did not know what he delivered.
  
  
  

  

  Business response

  08/19/2022

  The carrier did make payment to the claimant for cost of repairs for all items that can be repaired. The items are repairable and that is the carrier's maximum liability.

  The claimant was paid for the delay in delivery of main portion of the shipment. Per the contract agreement the claimant was paid the $100 per day allowance for the main portion and that is the carrier maximum liability. With an overflow portion the carrier will consider reimbursement for items of urgent necessity to set up household supported by receipts. The claimant was advised of this and provided no receipts.

  Unfortunately, there is nothing further than can be resolved through the BBB site.

  We are truly sorry for the extent of damage and for all the frustration and inconvenience this has caused the claimant.

   

  Customer response

  08/19/2022

   I am rejecting this response because:
  They have not paid for items that can not be repaired.  The German ******* is not repairable as an entire piece is missing.  The monies paid was for a repair and **************** came out earlier this month and said it was not repairable.  I reached back out to North American and they said I never notified them that a piece was missing.  Yet it is detailed in the claim that pieces were missing.  
  
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My dispute is regarding unethical and dishonest business practices with ***********. As well as failure to refund money due us.Date of transaction on **** card were May 23 and Jul 12 Amounts I paid were:May 23 - $4600.00 Jul 12 - $14,615.86 Business was hired to move us from **************** to ******************** I have five major disputes with them. They are:Item #1 ************** relocation consultant that came to our home knowingly and deliberately deceived us.Item #2 - ************** was negligent in moving our household items in a timely manner.Item #3 - ************** was negligent in the handling our items multiple times and storing in a warehouse for two weeks.Item #4 ************** did not respond to phone calls for status of our move as well as our complaints.Item #5 - ************** never refunded us the money as was stated in the contract for a load reduction of over 10,00 pounds.I contacted business multiple times and they refuse to do anything.Move # is #******.Details of my issues with them are documented in the attached word document.

  

  Business response

  07/26/2022

  Please ask **************** to provide a bill of lading contracy showing who they moved with. We do not move any interstate customers directly, so we are guessing this customer is contracted with *********************************************************************** and would then need to take any claims or customer service concerns to the ********************** customer service department as noted in their contract.

  ***********

  Customer response

  07/26/2022

   
  Complaint: 17622890
  
  I am rejecting this response because Moda is not taking responsibility for their actions and is lying.   Their employee, ***************************, blatantly lied to us.  Moda movers did not schedule a truck and was negligent in our **************** movers damaged our furniture.    I have attached documentation that shows it was *********** that moved us.  They were the origin agent who loaded, unloaded, and then loaded our items again. Items were stored in the Moda warehouse in ***********, ******.      The truck driver who arrived in ******* had a "Moda Movers" shirt on.    The movers had *********** shirts on.   

  The **** card statements say "***********".   If they did not move us, why are we paying Moda Movers on our **** card?  

  This is blatant dishonesty and unethical behavior.  Please investigate.

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

  

  Business response

  08/03/2022

  We are very sorry for all the frustration the claimant is experiencing from their relocation. 

  #1 - The estimator would not deliberately deceive the customer as this would insinuate business practices that are not acceptable to our highly rated company.

  #2 - It is unfortunate that the truck had a breakdown and this did result in a delay in delivery of the household goods. This was not intentional nor expected and we are very sorry for the inconvenience this caused. The claimant will receive delay compensation once they file their delay claim.

  #3 - The moving company was not negligent in handling the items multiple times but with the unfortunate breakdown this may have resulted in the handling of the goods more than once. Again, not something intended or anticipated.

  #4 - It is our understanding that the coordinator did speak to the claimant, email, and text during the process.

  #5 - There is no refund due the claimant. The total cost of the move was $19,245.28, minus the $29.42 credit for the weight reduction, equals $19,215.86. It is my understanding there was a deposit of $4600.00 and the balance paid was $14,615.86. Total $19,215.86.

  We again apologize for all the frustration but do hope the claimant is getting comfortably settled in their new location.

  Customer response

  08/03/2022

   I am rejecting this response because they are not addressing my issues.

  There were five issues and they didn't address any of them.

  ===
  

  Issue #1 - NAVL stated:

  The estimator would not deliberately deceive the customer as this would insinuate business practices that are not acceptable to our highly rated company.
  

  My response:

  False.  NAVL deliberately used bait and switch tactics.
  

  If the estimator would not deliberately deceive the customer, why would he deliberately state the following lies?
  Lie #1 Why did he lie and say that if we booked now (on May 20 and May 23) we would be guaranteed delivery the week of June 29th?
  Lie #2 Why did he lie and say he would have a dedicated truck?
  Lie #3 Why did he lie and say our items would only be loaded once?
  Lie #3 Why did he lie and say the move rate was $1.35 a pound and we would save hundreds and hundreds and of dollars by getting rid of stuff.
  Lie #4 Why did he lie and overestimate our load at ****** pounds when it was actually ***** pounds?
  
  If NAVL is a highly rated company (their words) why would they not investigate this?  For this many lies to occur and NAVL to not investigate this is gross negligence on their part.   If these business practices are not acceptable to their company, why would they  not investigate this?   A highly rated company would investigate dishonesty, rather than just dismissing them and saying it never happened.  

  
  The fact NAVL is not even investigating and just dismissing this is pretty clear evidence that they are not interested in truth and deceitful business practices are normal for them.
  

  ===

  
  Issue #2 - NAVL stated: It is unfortunate that the truck had a breakdown and this did result in a delay in delivery of the household goods. This was not intentional nor expected and we are very sorry for the inconvenience this caused. The claimant will receive delay compensation once they file their delay claim.
  

  My response:

  They are ignoring the issue.  We were told we would have a dedicated truck and our items would be moved once, and that week.  This is another lie.  No dedicated truck was ever scheduled, our items were immediately taken back to a warehouse and stored.  ************************ (the destination agent on my signed agreement) was never utilized or called to bring our items over in a timely manner.
  

  ===

  
  #3 - NAVL stated: The moving company was not negligent in handling the items multiple times but with the unfortunate breakdown this may have resulted in the handling of the goods more than once. Again, not something intended or anticipated.
  

  My response:

  Incorrect.  I have filed multiple claims on damaged and missing items, totaling over $1000.   I have pictures to prove the gross negligence and reckless handling of the items. If NAVLloaded the items once, as we were promised, we would not have damaged and missing items.
  
  Furthermore, the breakdown of the truck had nothing to do with handling of goods more than once.  NAVL purposely deceived us, by loading and unloading our items multiple times.  Our items were loaded/unloaded multiple times in the Moda Storage facility in ***********.  This occurred regardless of truck breakdown.
  

  ===

  
  #4 - NAVL stated:  It is our understanding that the coordinator did speak to the claimant, email, and text during the process.
  

  My response:

  NAVL understanding is incorrect.  I tried contacting the operations manager (*******************) and general manager (*************************) multiple times on both email and phone calls and they did not respond.  I tried emailing and calling the move coordinator (***************************) multiple times and she did not respond.  In multiple emails to ***********, I told them ****** is not responding.
  I did talk to ****** the day before our items arrived. But as I stated in the complaint, the moving company did not respond to multiple requests for status, via both email and phone message.  All my attempts at communication were ignored. 
  

  ===

  
  #5 - NAVL stated: There is no refund due the claimant. The total cost of the move was $19,245.28, minus the $29.42 credit for the weight reduction, equals $19,215.86. It is my understanding there was a deposit of $4600.00 and the balance paid was $14,615.86. Total $19,215.86.

  My response:

  This is false.  If NAVL representative said the move rate was $1.35 per pound and we reduced our weight load by ****** pounds, we should be getting $14,310 back.
  Even if we dont get the $14,310 back, because **** blatantly lied to us and used bait and switch tactics, we are still due back more money.
  Per the bottom of the Order for Service I signed on May 24, it states Guaranteed Rate Reduction will be reduced by $1.00 per 100 pound difference between actual weight and estimate weight.
  We reduced our load by ****** pounds.   Per what I signed, Im entitled to $1060.00.    Instead, there is a made up number of $29.42 with no explanation of why Im getting $29.42 instead of $1060.00.   This is clear evidence of NAVL dishonesty.

  ===

  
  In conclusion:

  Ive proved that North American Van Lines is not interested in addressing my issues.  They are ignoring blatant dishonesty by their representatives and I am still due back money from them. They need to be investigated for unethical business practices.
  

  
  

  

  Business response

  08/18/2022

  Unfortunately it is evident that the claimant and the carrier will have their own opinions regarding their relocation.

  1. **** did not use a "bait and switch" tactic. The signed move agreement (Order for Service) lists the services to be performed and there is no additional charge for a dedicated truck. This would be a substantial additional charge to the customer as the estimated weight of ******# would not begin to fill a truck. My apology but there is nothing further that can be discussed here.

  2. Again, there would be a truck dedicated to relocate their household goods, however the claimant would not have had an entire truck for just their belongings.

  3. Again, the claimant was not purposely deceived by the unfortunate breakdown of the truck, resulting in their goods being handled more than once.

  4. My apology for the lack in communication. It is unfortunate and we wish this could have been handled differently.

  5. There is no refund due the claimant. The estimated weight of the shipment was ******#. The actual weight of the shipment was ******#. Therefore resulting in a difference of ****# and a reduction of $29.42.

  Again, we are very sorry for all the frustration and inconvenience this claimant is experiencing.

  There is nothing further than can be resolved through this BBB website.

  Customer response

  08/18/2022

   I am rejecting this response because **** refuses to answer my questions and is evading the issue of unethical business practices that their representatives are using.
  
  
  MY RESPONSE TO BUSINESS ON ALL FOUR POINTS:
  
  
  My response to point #1:
  
  
  **** does not understand what bait and switch is.  A bait and switchtakes place when a seller creates an appealing but ingenuine offer to sell a product or service, which the seller does not actually intend to fulfil. It is an unethical and deceptive sales practice.
  A **** representative verbally encouraged and enticed us to take an offer, but **** had no intention of ever honoring that offer.
  
  
  
  The facts:
  On May 20, in our own home, the following occurred:
  A **** representative stated if we booked now and put down 25%, that it would guarantee delivery the week we desired. He told us that a truck would be reserved for that time frame to move us that week. He told us that on Friday May 20 when he did the estimate, as well as Monday, May 23rd when we paid.
  
  A **** representative said we would have one dedicated truck. A **** representative stated our items would only be moved once.
  
  A **** representative told us to sell us a bunch of items and we could save hundreds and hundreds of dollars. He said the move rate was $1.35 a pound.This amount was calculated by price of move divided by pounds ($18,365 / ****** lbs.) He stated that if we could buy a two-pound item for $1.35 in *******, we would be better off just buying it in *******, rather than having Moda move it,because then it was costing up $2.70 to ship. He stated if we didnt ship it,we would recoup that money in savings from Moda. He kept telling us repeatedly to sell items on offerup, Nextdoor, and ******** Marketplace, as well as having a garage sale. He was emphatic and keep emphasizing how much money would get back from the original estimate if we reduced our load.
  
  My wife and I will testify under oath that this is what was stated to us. The fact that you are not investigating and not even verifying with the **** representative what was said shows that you have no interest in finding out the truth.  It shows a lack of integrity on the part of ****.
  = = =
  
  
  My response to point #2:
  On May 20, a **** representative stated we would have a dedicated truck and our items would only be loaded once and unloaded once.  **** had no intention of honoring what was said to us.  It was two separate trucks that came to our house on June 27.  And there was no plan in place to deliver our items. Our items were taken back to a warehouse and unloaded, recklessly and carelessly.  We have experienced over $1000 worth of damaged items and are missing many items.  This never would have happened if our items were loaded ONCE, and unloaded ONCE, as was verbally promised to us.
  = = =
  
  
  My response to point #3:
  The breakdown of the truck has nothing to do with the reckless and careless handling of our items.  We were purposefully deceived by a **** representative stating our items were only going to be loaded and unloaded once, in a dedicated truck.  **** had no intention of ever honoring that agreement.  
  **** had two separate trucks come to our house in ****** on June 27 and had no intention of moving them to ******* in a timely manner.  My wife and I were shocked that on June 27, **** representatives said our goods were going to be stored in a warehouse in ***********, and there was no plan or schedule yet for when the items would be moved.
  As stated, we have experienced over $1000 worth of damaged items and are missing many items.  This never would have happened if our items were loaded ONCE, and unloaded ONCE, as was verbally promised to us.
  Furthermore, ************************ (the destination agent) on my signed agreement was never used.  Per two employees at ************************, they had trucks in the ******** area and could have delivered our goods in a timely manner.
  = = =
  
  My response to point #4:
  **** stated there is a lack of communication.  If **** is really concerned about lack of communication, then why isn't **** investigating the bait and switch communication used on us?
  = = =
  
  My response to point #5:
  What **** states is incorrect.  The *********** invoice, it says: Weight Reduction ***** lbs.   It does not say actual weight was 10,600.  Look at your invoice.
  Once again, I go back to what the **** representative stated.  He stated move rate was $1.35 per pound.  This was deceitful and unethical business practice to state that when it was not true.  These are serious charges,and you are not even investigating them.
  == =
  In conclusion, if **** is an honest company, wouldnt **** want to investigate their representatives that are giving known false information?  Does **** not care about integrity and honesty? 
  
  
  
  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped a box down the stairs, company will not pay for broken dishes ($500 worth of antiques). Company also scratched tv and is only offering $150 on a $3,000. Also, broke a $200 desk and only is giving me $50. They also lied to me about the understanding of the contract, when I asked if the price was flexible they told me yes which was a lie.

  

  Business response

  07/21/2022

  We are sorry for the difficulties that the customer has experienced.  Claims settlements are based on notations made to damage by the customer during delivery.  The customer's check-off sheet from delivery is attached - there is no indication of carton damage.  Since the carton was packed by the owner, it cannot be confirmed that the carrier has liability for the damage claimed.  The customer signed the Declaration of Value before their move indicated receipt of the booklet, "Your rights and Responsibilities when You Move", which explains the importance of the customer checking their shipment at delivery.  The damage to the television involved scratches on the back, which are not immediately visible and do not affect the operation of the television.  The details of the claim d

  ecision are included in the documents which they attached to their complaint.  The customer has been advised of a dispute process which he may pursue if he so chooses.   

  Customer response

  08/02/2022

   I am rejecting this response because:
  
  Dropped a box down the stairs, company will not pay for broken dishes ($500 worth of antiques). Company also scratched tv and is only offering $150 on a $3,000 tv which will cost around 800$ to fix in cosmetics. Also, broke a $200 desk and only is giving me $50. They also lied to me about the understanding of the contract, when I asked if the price was flexible they told me yes which was a lie. I am tried of going back and forth on them for this.
  

  

  Business response

  08/02/2022

  Again, we are very sorry for all the frustration. The claimant should proceed with the dispute process, providing the items they are disputing and the reasons for the dispute and the claimant's file will be reviewed for further consideration.

  Thank you

  Customer response

  08/02/2022

   I am rejecting this response because:
  
  There still has been no mention in either response from the company on the issue of miscommunication towards the pricing. Nor is it getting anywhere within the company for the reimbursements. Two issues that stand out to me are: One: It has been two or three months since all of this has started and the company is now just reaching out to the driver about the issue with the dropped box. Why has this not already been done if the company is doing their due diligence. Two: The first response about the scratch and dent on the ** did not rub me the right way. The fact of the matter is the movers incorrectly packaged my ** causing the scratches and dent. If I was to hit someone's car and cause a scratch I would not be saying "Oh its a small scratch, they should not care" like this company is basically saying to me. Now I am still trying to get ahold of the only **** TV repair person in the state of ******** to obtain an estimate for the repairs. I am also reaching out to **** *** for the parts but they cannot repair the **. Overall I am very displeased with the amount of customer service I have received at this company, I have felt I need to be very harsh and stand my ground as they seem to try to walk all over myself as the customer. 

*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. ↩