ComplaintsforNorth Van Lines

• Initial Complaint

  02/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  The contract was created on June 23, 2021 and my move as schedule from ******************************** on July 6, 2021. The contracted money for this transaction was $1996.26. and the account number *******. I paid $1472 total by pick up in ********. It was stated in the contract, that delivery is guaranteed up to 21 days from estimated delivery date with was 7/12/21. The shipper stated that they handle pick up and delivery, no subcontracting. I contacted the shipper several times but they told me that my items have not shipped. My items were not delivered on time and way past 21 days, on 8/29/21. A box and a jewelry was missing from the delivery and I was advised from the shipper, North Van Lines to put in a claim with CSI. The company's name is on the contract, how when I put in the claim, the company, CSI, contacted me to say that they do not handle claims for the shipper.I have tried unsuccessfully to contact the shipper. I tried to call them, but their number does not work, everyone's e-mail does to work, for example *******************, Manager, I e-mailed their attorney but no response either.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with North Van Lines on March 22, 2021 for a long distance move to be picked up on May 17, 2021. The pick up of our furniture went as planned with no issues. We contracted and paid for storage as our house was being built and not yet ready. We paid a total of $8,011,39 which included the pick up, storage and delivery.Problems began after our furniture was picked up as charges were changed for storage which took phone calls and arguments with nasty, rude employees . Our initial contact, who made promises and quoted prices, would no longer answer our calls Furniture was delivered broken, some missing and crushed boxes in an unsafe broken truck. Told to make a claim with a 3rd party vendor, only to be paid $.60 per POUND without consideration of cost/value. Evidently they put this in small print on a contract with numerous pages which you initial as they say, initial here, sign here. We received $62.00 for damaged/lost goods totaling thousands of dollars.

  Business response

  10/25/2021

  Sales Rep: *** sales representative is not the companys spokesperson and is not in position to
  determine any refunds, post pickup discounts, compensations or even estimated time of arrivals
  unless first verified and approved by dispatch department.
  Rate of Compensation: Per the **** of Lading governing the customer's move, the customer chose
  to release their goods under the limited liability coverage of 60 cents per lb. per article to which their
  signature attests. Under this choice of coverage, the carrier's legal liability for loss or damage is
  limited to the 60 cents per lb. per article and will only apply when the loss or damage claimed is
  determined to be due to the carrier's negligence or mishandling of the customer's goods.This
  coverage was provided to the customer free of charge as required by federal regulations and
  allowed them to enjoy lower rates for their move. *** customer had the opportunity to select the Full Value (Replacement) Protection at an additional cost but elected to decline the additional coverage and costs related to it.

  
  With that being said they filed for 2 missing items.
  A missing fireplace that was allowed at the weight that they claimed. *** customer did note that the
  fireplace did not arrive at delivery. ***y signed that the rest of their items were delivered.
  

  A missing large box of pillows, comforter and sheets. *** customers did not note the box was
  missing (like they did the fireplace), they signed that it had arrived at delivery, therefore the box was
  denied.
  

  *** customer also filed for 3 damaged items:
  A box of china - which was packed by the customers. It arrived damaged and we cannot take
  responsibility for damaged items when we do not know how the customer packed their items.
  

  A small table which was allowed at the weight the customer claimed.
  

  A glass tabletop for their patio table was not delivered making their patio table classified as damaged.  That was allowed at the **** weight guide for the weight.

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

*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. ↩