32 Customer Reviews
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Review from Neque W
1 star06/19/2024
**Review of North American Van Lines: A Nightmare Experience**I recently contracted North American Van Lines (via ******************* to handle my move from ******* to *********, and it was a complete disaster from start to finish. If you're considering using their services, I urge you to think twice. Here's why:Firstly, the packing was atrocious. Items were haphazardly thrown into boxes without any regard for their safety. Fragile items were not properly wrapped, leading to inevitable damage during transit. This lack of care and professionalism was evident from the moment the movers started packing.Upon arrival at my new home in *********, the agreed-upon assembly of furniture was blatantly ignored. Despite assurances that my belongings would be reassembled at the destination, the movers and truck drivers refused to do so. They were in such a hurry to get to ********* that they rushed through the delivery, leaving me with a house full of unassembled furniture and boxes scattered everywhere. Their attitude was appallingthey complained throughout the entire move and made it clear they had no intention of fulfilling their obligations.The damage to my belongings was extensive. My desk, TV, and couch were all damaged, and the movers couldn't have cared less. When I opened a dispute for the services that were not rendered, the response was extremely rude and unprofessional. Instead of addressing my concerns, they were dismissive and uncooperative.To add insult to injury, once I filed a claim for the damaged items, North American Van Lines (Sirva) retroactively removed the insurance valuation from my order, despite it being paid for and agreed upon at the contract signing. This underhanded tactic made it impossible for me to process the damage claim, leaving me with no recourse for the losses I incurred.In summary, my experience with North American Van Lines was nothing short of a nightmare. The packing was careless, the delivery was rushed and incomplete.
North American Van Lines, Inc. Response
06/20/2024
We are very sorry the claimant had issues to report from their relocation and damages to report. It is never the intention of the carrier to cause any frustration and/or inconvenience to our customers.
There were some damages but the Carrier has tried to set an appointment with an independent repair specialist to inspect/repair the goods. The claimant has not been available for that and/or has cancelled these appointments. The Carrier must inspect all damages in order to confirm carrier liability. Although we realize it may be inconvenient there are steps the claimant has to take in order for this to happen.
The carrier did not remove any valuation coverage as that is not possible. Not sure what the claimant is speaking of in this manner but the claimant did have valuation coverage, they just need to follow protocol in order for the claim to proceed.
Again, we are very sorry there were issues to report.
Review from Lisa N
1 star06/12/2024
Our coordinator, *************************, worked with us to get our move organized, or so we thought. Once the items were on the truck, we were told that we would receive our goods within 4 days (a 14 hour drive). The day before the scheduled delivery, we were told our delivery would be delayed by two days. The day before the new scheduled date we were called and informed that our things were moved to a new truck and since it all didnt fit, the overflow would be on an overflow would be on a separate truck. We have no idea when we will receive our things. We are praying for the best and prepared for the worst. Please dont use this service.North American Van Lines, Inc. Response
06/13/2024
We are very sorry for the delayed delivery and inconvenience. If the customer would contact ************ opt 4, our **************** can assist them with updates regarding the delivery progress of their shipment. Again, we do apologize.Review from Pam K
5 stars06/06/2024
Pricing, people, continued communication, care of belongings. Cant praise this company enough. Moved from ** to ***. Delivery was made the first day it was scheduled to arrive. I Highly recommend themNorth American Van Lines, Inc. Response
06/07/2024
We truly appreciate the positive comments. If the author would please contact the BBB and provide their name and registration number, we would like to share the comments with the parties involved. Thank you!Review from Peyton M
1 star05/07/2024
Our cross-country delivery was delayed well past North Americans guaranteed delivery date, but SIRVA denied it because we had our ***** pound truck full moved into a storage unit while we house hunted. The storage unit policy isnt stated anywhere on anything that I signed, but they insist that they have terms and conditions that apply to every move that arent spelled out for the customer. No wonder they have nothing but 1-star reviews and a full team of people to immediately respond to BBB complaintsNorth American Van Lines, Inc. Response
05/08/2024
We are very sorry there was a delay in delivery of the household goods. The Claimant is correct in the fact that there are terms and conditions in the carrier's tariff regarding delivery into a storage facility. This information has been relayed to the claimant and although we do apologize we are unable to change the terms and conditions of the carrier's tariff.
Thank you
Review from Sunil K
1 star04/23/2024
Used their service for an out of state move from ** to CA. Wr gave them an intial list of items that we intend to move and did not add any more items to the list. The agent we worked with give an estimate of $5500 for the move. We packed in all items in totes and stacked them in the garage. The loading was done in less than 3 hours and got no issues with the packers and they did a good job. I was sent a $2200 bill on top of the estimate a day after the load was delivered. The reason being the weight was more than estimated. I work in the engineering field and typically +/- 5% is accepatable for estimates. Worst case 10% since the agent didn't do a in person review of the items. The fact that the estimate is 40% more than what was provided is a fail. When asked about it, I got a snarky comment in response saying " When someone is set up to fail, they usually do". Felt the estimate was just to get the business. I have received similar quotes but no hidden fee. Please be careful when you get the estimates and read the fine print. Do not recommend and this is my first ever 1 star review.North American Van Lines, Inc. Response
04/24/2024
Please provide a move registration number so we can look into this. We need to confirm this is actually North American Van Lines and not another carrier. I do not find this name in our system.Review from Sarah H
1 star04/17/2024
They have people in the field selling their services and they are not vetted. They lie through their teeth to secure the business. We used their services to move from ******* to **********. The agent didnt declare that if we packed our household goods and anything got damaged they were not responsible for it. *** submitted a claim for my damaged items they are reimbursing me a dime. Ive written to the president and the company are digging in their heels. Ive used their services in 2020 and Ive had a bad experience with them. This time around I thought Ill give them a second chance. I will never use them again and wont recommend them to anyone. They are not to be trusted!!!!!!!!!North American Van Lines, Inc. Response
04/18/2024
We sincerely apologize if the claimant felt uninformed or misled in any way. Our agents do not lie to secure business as this would not be in the best interest of anyone involved.
After review of the claim settlement the review adjuster confirmed that the claim adjuster did settle the claim appropriately. Although I am very sorry that this was not in your favor, packed by owner items are not covered. The carrier has no idea of the condition of the items prior to the packing and the carrier has no control over how the items were packed and if they were packed appropriately for the stacking that must be done and for transport.
It is not expected at the time of delivery that you open each carton to inspect the items but it is expected that if there are any cartons damaged to the point that would confirm carrier mishandling that this be documented.Review from Judy M
1 star03/09/2024
We paid more than $10,000 to North American/Allied to move a 4-bedroom home out of state; we had a number of issues. First, the representative took very careful inventory of everything and yet the final weight came in above the estimate even though we eliminated a golf cart and moved an entire truck load of furniture and boxes ourselves.Next, the moving crew on the other end put many items in the wrong place even though each was clearly marked with the room where they belonged, so over the days we had to move things ourselves to where they should have been placed before even beginning to unpack.The worst, however, was that after several days of unpacking and rearranging boxes we realized a number of thingss were missing. We contacted North American/Allied and they directed us to fill out a claim form, which we did. Several weeks later we received a blanket denial of our claim because we, the customer, did not inspect the shipment before the movers left to be sure every item was accounted for per their contract. I can't even imagine how many hours it would have taken to go through every single box - we had more than 500 items to account for in a 4-bedroom, 2-story house plus outdoor furniture and boxes piled up in the garage. The movers of course did not remind us to do this, but rather left in a haste after delivering the last box. For Allied to put the onus on us to inspect hundreds of boxes before the crew left was an unfair and nearly impossible task.We took a chance on this mover even though we were initially inclined to go with a smaller operator who assured us that we would have the same team throughout the process and that our possessions would be the only ones on the truck. We did not heed their caution about national moving companies losing belongings when moving multiple households and making multiple stops with multiple crews. Do yourselves a favor and steer clear of North American/Allied.North American Van Lines, Inc. Response
03/11/2024
We are very sorry that you had a claim to file after your relocation and unpacking.
I sincerely apologize for the frustration and inconvenience.
We do not expect that every box be unpacked at the time of delivery but it is expected and required that the customer check off their items at delivery to ensure all was received. With no documented missing cartons, and no documentation that any cartons appeared tampered with or opened at the time of delivery it would not be possible for items to escape the cartons.
A checkoff was done and signed for at the time of delivery. Unfortunately the position of the claims department is accurate with the denial of items possibly missing out of a carton.
Again, we do apologize and hope the customer is getting comfortably settled in their location.
Review from Rosemary M
1 star12/14/2023
I moved with ************************************************** and was given help by University Moving and Storage. My things were in storage for a year. When I was finally moved the movers lost my kit to put my furniture together. I am 74 so they put three mattress together so I could get in and out of the bed. I was expected to live like that till they found a solution . They lost several boxes and broke so many things yes things they packed and things I packed. There are stains on my upholstery. I have glued so much of my stuff back together. I received things that were not mind which I gave to the driver. After they left I found things that were not mind call and was told dont worry about it we paid the person already. At least the person was paid I was not. They did help with a couple items but nothing compared to what was lost. I did not even get an apology from them we are sorry this happened. I wrote a email to the person in charge but he was too busy to even respond he received it. I spent probably $15,000 and when the furniture was delivered it was stacked so high I had to spend another $400 to help me get the boxes down.I had moved with this company before with storage and maybe two items were broken ? Why was this move like this? I think ************************************************* should think about outsourcing to University.Review from Bill N
1 star10/22/2023
Late picking up. Late delivering. But the big deal breaker is the damage to our dining table. It is a zinc table top and now has a big dent in it. The "agent" that works on claims offered us a ridiculously low amount. We had the "full valuation coverage". The contract says they will fix or replace damaged items. But they don't. It was well below "extraordinary value" range. One reason they gave is that we waited a week to file the claim. We actually have 9 months to file it. Based on this, they are not willing to live up to the contract.North American Van Lines, Inc. Response
10/24/2023
We are very sorry that you have experienced damage during your relocation. I do not see that the shipment was late in pickup or delivery based on the signed paperwork. However, the claims department will be in touch soon for resolution of the damage claim.
Again, we are sorry for the frustration and inconvenience this has caused.
Review from Judy L
1 star08/21/2023
In a move from ********* to ******, I was given a delivery window of July *****. I have now been given a date of after Aug. 28. Half was delivered on July 22, and I was told they couldnt fit it all on one truck, but they moved it out of my house in one truck, so its not a matter of overflow, which was the excuse I was given. One bedroom, kitchen, and dining room. There was another delivery in the same truck as my first one. They make you sign that you received the delivery with no damage before they leave. There is no way to know that until you unpack everything. I had boxes labeled fragile that were crushed. Scratches and gouges on furniture. I fully expect that the things in my second shipment will be damaged or missing since theyve had it for almost two months. **************** cant help, saying **************. Ive been given estimated delivery dates at least four times, each farther out than the one before. I will file a BBB complaint when I know the full extent of damage and delays.North American Van Lines, Inc. Response
08/22/2023
We sincerely apologize that there is a portion of the customer's household goods that have been delayed. The entire shipment picked up in one truck to go to **************. At the time of loading to transport it over the road to destination the driver didn't have enough room for the entire load. We never like to see this happens as we do realize the frustration and inconvenience this causes. The shipment is definitely in transit and unfortunately experiencing delays but at this time is set to arrive at the destination agency the end of the month. The claimant can proceed with filing a damage claim for the main portion that delivered and if there are damages to the overflow portion they are able to file again. This will get the claim in progress.
Again we do apologize for this delay. We do not like to see this happen and are truly sorry.
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