Complaints

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

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  Ward North American

  17275 Green Mountain Rd San Antonio, TX 78247-4610

• 

  Ward North American

  2251 Picadilly Drive Suite A100 Pflugerville, TX 78660

• 

  Ward North American

  703 Progress Dr Killeen, TX 76542-4228

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I estimate about 10 boxes of our items are missing from a recent Ward North American pack, storage and shipment. The entire job cost over $21,000. Our entire ****** household was loaded for storage by Ward North American on April 18, 2024. But part of that shipment was never delivered to our new house in ********, **. All our items were stored in the Ward North American warehouse in **********. We received shipment of all items, except the missing ones, in ******** on May 27. Some of the missing items are:A large oriental living room carpet. 3 table lamps. Note that we have 3 shades but not the lamps. A box of financial and medical files. Several boxes of tools including a drill, router, saber saw, circular saw, orbital sander and disc sander, batteries, manual and battery operated stapler and a metal vice. Office supplies including bank checks and printing supplies. At least 1 box of kitchen supplies including a food vacuum. A winter coat (and probably other coats). On July 31 the ************************** reported that they tried to trace the lost items but did not find them. On August 14 I contacted Mr. **** **********, head of the Round Rock Ward North American office. He replied that he would ask his claims department to contact me about the missing items. The claims department never contacted me.

  Business Response

  Date: 10/10/2024

  Ward North American is an agent for North *************************************** These services performed were handled by direct representative and not our local office direct.  Below is the last email correspondence that the claims adjustor at the van lines had with customer.  Van **** states that they are able to review the complaint further but it needs to be listed on their BBB account and not ******.  Is there a way that this can be transferred over to their account?  Thank you **** ****** for Ward North American

  From: ***** ****** Sent: Thursday, August 1, 2024 1:08 PM To: ****** ********** ********************** Subject: RE: Reg#: ************ - Claim#: 07248-4 Mr. *********** The below information was included in the settlement letter (attached). A trace has been completed and unfortunately, the claimed missing items were not located. As you can appreciate, the purpose of our Household Goods Inventory Listings is to ensure that all items tendered for delivery have been delivered and signed for. This is our basis for accepting and declining liability. The documentation we have on hand indicated that our inventory listings have been signed for with no notation of missing items or missing boxes or boxes being tampered with. Therefore, I must decline responsibility for the claimed missing items. I do apologize for the inconvenience this has caused you. Best Regards, ***** ****** Claims Analyst/Consumer Claims *********************************************************************** T: ************ www.sirva.comy here...

  Customer Answer

  Date: 10/21/2024

  Complaint: 22352935
  
  I am rejecting this response because:  The **** crew assured me that all 433 boxes and items were delivered.  That is the only reason I signed off on the delivery. It is ridiculous to imply that I should have counted each box and compared it against the inventory forms (which would have taken hours more)when I was told that everything had been taken off the truck.  In fact I went onto the truck at one point to look and was chased off by the crew. The bottom line is that I have many items which were not received.  I trusted **** to deliver these items to me and they failed to do so. 
  

  Regards,
  
  ****** **********

  Business Response

  Date: 10/21/2024

  Complainant needs to re-send this BBB complaint to North American Van Lines in Ft *****, IN.  As previously stated, we are an agent for North American Van Lines and they are the ones that settled the claim.  They are unable to respond to a complaint directed to ****.   If the complaint can be re-done directly to North American Van Lines, then they will be able to respond. 

  *** ******

   

  Customer Answer

  Date: 10/23/2024

  Complaint: 22352935
  
  I am rejecting this response because:  Our possessions were stored in ***** not ********  Ward North American should to do a thorough search of their warehouse(s), from top to bottom, to find our missing items.  If this search fails to find the possessions,the ones we entrusted to them,  there is only one explanation:  they were stolen and **** should file a police report and help the local authorities identity the culprit(s) and get our items returned. 
  
  Regards,
  
  ****** **********

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a quote by Ward North American for relocation services on April 23rd 2024 for the amount of $5886.48. This was for a move from ******** to ***** and it was via a FaceTime call. I paid the requested amount and the moving team arrived to my Colorado townhouse on April 30th 2024 to provide their services. Upon arrival the moving team advised two things: One, that they would NOT be able to break down my gym equipment and that a third party would be required at an additional cost. And two, that due to the density and layout of my location, they would not be able to load the Semi-truck directly and would require a 'shuttle' truck to move my items from the unit to the shuttle. This would allow them to back the shuttle up to the larger semi and unload that way. Neither of these things were communicated to me during my virtual consultation with the sales coordinators that provided me with the quote. They did go ahead and take care of breaking down the gym equipment at no additional cost to me, but they charged me an additional $984.18 for the shuttle services which I was forced into being obligated to pay on the day of the move.They have stated that the move would have been impossible to complete without said shuttle service and that the charges incurred were necessary to facilitate the relocation process, yet they failed to include these charges into my initial quote. I don't see how this would be my problem as the customer whatsoever.They've also stated that any additional services beyond the agreed-upon scope would incur additional charges in their contract terms but would not actually provide proof of this to me upon my request.I am requesting they refund me for the additional services I was charged due to their lack of foresight on the matter in the amount of $984.18.Thanks

  Business Response

  Date: 06/20/2024

  **************** contracted with Ward North American to move his Household goods from ******** to ****** We completed a virtual survey of the interior of the home to determine the contents to be moved.  At no time during this consultation did **************** relay the logistical difficulties of his homes location.   After research, I found that when he moved into this home, he required the same shuttle service, so he was fully aware at the time we quoted the original pricing of the need for this shuttle service.  **** cannot be responsible for unforeseen services needed. We will not be issuing a refund.  We are sorry that there were difficulties with his relocation, but I hope he understands our position.
  
  *******************
  VP Administration
  Ward North American

  Customer Answer

  Date: 06/20/2024

  Complaint: 21780870
  
  I am rejecting this response because:

  ************* stated in her reply "At no point during this consultation did **************** relay the logistical difficulties of his homes location. After research, I found that when he moved into his home, he required the same shuttle service, so he was fully aware at the time we quoted the original pricing of the need for this shuttle service."

  The issue here is that I am the customer and not someone that works for the logistics company. I was in fact NOT fully aware of a shuttle service being needed 18 months prior for the initial move, nor is it my responsibility as such, to inform them of any difficulties and here's why; When I moved 18 months prior the moving coordinator lived in ****** so he came out PRIOR to the move to assess the area. He showed up in the appropriate vehicle (not an 18 *******). As the customer it wasn't made apparent to me that this 'appropriate' vehicle was in fact called a 'shuttle service' or that it was being billed as such. Even if I had been aware, the likelihood of me remembering trivial details of something that took place 18 months prior is small and should not be my job to report. Additionally, if my previous move was being referenced to determine the costs of THIS move, then why was the shuttle not included as part of the original pricing? Their planning oversight should not have become an inconvenience to me, nor should I have been penalized financially as a result.

  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired North American Moving Services in May 2023 for out-of-state move. They picked-up my belongings on 16 Jun 2023 and delivered 02 Jul 2023. Per our contract, North American is to refund me $282 under "Guarantee Rate Reduction" clause. Additionally, they are to refund me $150 fees for packing services not received. I was informed by my move coordinator their refund process and timelines required up-to 35 days from day of delivery (02 Jul 2023) to receive the refund on my credit card. As of today, it has been 53 days and needless to say, no refund. Every time I contact my move coordinator, he says he will "follow-up on it." I asked to speak with the manager. She told me the company recently discovered an error on their part? She said I have to wait four more weeks to receive my refund. This timeline and excessive delay is not acceptable acceptable to me. I have fulfilled all my obligations as a customer. I expect the same courtesy and delivery of obligations from this company and deserve prompt resolution on this matter. This company seems to utilize a "drag their feet" tactics and excuses to delay issuing me a refund. I request an immediate refund of what is owed to me by North American Moving Services.

  Business Response

  Date: 08/28/2023

  North American's interstate tariff Item 111 Minimum Charge States:
  
  Except as otherwise specifically provided for (or amended) in this tariff, shipments transported under the provisions of this tariff and weighing less than ***** pounds shall be accepted only at a weight of ***** pounds, and applicable rates and charges based on weight shall be subject to *****-pound minimum. 

  As the contract that ************************** signed with North American *** Lines did not specify the weight minimum cap, Ward North American has elected to reimburse the $282.00 for customer relations along with the $150.00 refund on his TV.

  ************************** has been notified of refund and payment should be mailed out to him by end of week.

  Ward North American will be addressing this matter with North American *** Lines internally to ensure that their contract verbiage is corrected to avoid said situation to arise on any future customer.

  Thank you,

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

  Customer Service Manager

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

   

  Customer Answer

  Date: 09/12/2023

  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.
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a complicated multi-state move, with multiple pick **** storage, and finally delivery to our new home. We were very impressed by the ability of our sales rep to understand what we wanted to achieve and his explanations of how everything would work. We signed a contract for $30K that was supposed to cover the entire move.Unfortunately the rest of the organization was not up to the task. *** operations/logistics person responsible for our move was not able to help with the simplest of tasks, referring us back to our sales rep to even schedule pick *** and delivery. Whenever I had a question or problem, I was always referred back to my sales rep. *** driver brought me endless problems and issues, expecting me to fix everything. He continuously complained that while the company got all the profit, he was losing money, as if this was something I had to solve.*** final set of excuses from the driver resulted in the company forcing us to put all of our stuff into storage instead of being delivered to our new home. In spite of my repeated communication that the delivery was to a mountain home and that the delivery needed to accommodate the dirt roads and steep grades, the driver decided that he could not make it up the final leg and left with all of our stuff shrill in his trucks. I was promised by the logistics person the day before our scheduled delivery that I want to assure you, we are ready to load your goods for delivery but in fact they had not even scouted the address location, leaving that for the day of delivery, and deciding what size of truck they needed without doing any research at all. Communication with the driver was almost non-existent, and when he did communicate the message was always different from the one he was communicating to his bosses and management. This was truly a horrible experience, and we received about half of the services originally promised by the sales rep, but it wasnt even worth half of what we paid.

  Business Response

  Date: 08/26/2023

  
  **************** contracted for an interstate move with multiple pickups and warehouse storage.   It was a complicated move with many moving parts.  While we did handle the pickup and transportation services as scheduled,when our driver arrived at destination, things fell apart.   My driver was ready for a shuttle service at the delivery (the 18-******* was not able to travel on the road to the home, so we move the goods onto a smaller box-type truck and make multiple trips to the home).   A shuttle is not an unusual situation and this driver is well versed on how to manage this service.   We were unable to make the delivery to the home even with the scheduled shuttle service because the road was washed out and unsafe for our truck.  That is not something that we were aware of before the delivery.   **************** was aware of this as his wife had blown a tire in their auto trying to traverse the road.  The owner of the road told our driver that the constant rains that week had caused the road to wash out in a specific area and he was not going to fix the road until it quits raining because he wasnt going to fix it twice.   That forced the driver and **************** to make the decision to put the goods into a mini storage complex.   **************** would be moving the goods to his home at a later date.   There is a tariff charge for putting those items into mini storage of $535.33.  **************** signed the new estimate and agreed to pay those charges.  It was an unfortunate situation, but certainly one that the driver could not control.
  At ****, our sales reps are very involved in each and every service that they contract, and I apologize if that made it seem that our Operations unable to do their job.  As stated above, all went well with his service and the communication until the washed out road situation happened.
  I am unaware of any problems or issues that our driver brought to the shipper to solve.  If he could cite some examples, I can address them.  As to the driver complaining about losing money, I can only assume that he was talking to one of his helpers and didnt expect **************** to overhear.  When the delivery of shipments change at the last minute like this one did, it gets very expensive for the driver and helpers.   We have coached our driver on maintaining his professionalism throughout the entire move process and I am assured he will be mindful of his comments in the future.
  As a gesture of goodwill, **** will waive the additional costs for the mini storage delivery of $535.33.  We wish **************** well and are sincerely sorry that he had causes for concern on his move to his new home.
  
  *******************
  VP Administration
  

• Initial Complaint

  Date:06/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired ************** to move us from ******, ** to ****, ** in May of 2023. They were to partially pack and move our items then unload them in ****, **. We had 5 pieces of furniture broken, 5 pieces of furniture put together wrong. One of the items broken was a high value item it was a medical device for our disabled daughter. The room that they packed was done so poorly my teenagers could have done better jobs. There was zero organization to it. They simply wrapped everything in paper in shoved it in giant boxes. They didn't use any dish boxes, dish dividers, dishes were literally shoved around my kitchen aid mixer. They use a third party company for claims so they have zero responsibility for broken items. They did not have their large truck available to move our items so they used two small ones and literally packed our items in like sardines and this is how our furniture got broken.

  Business Response

  Date: 07/28/2023

  
  We understand that your move with **** Moving and Storage,an agent for North American *** Lines, in May of 2023 did not meet our usual high standards, and we apologize for any inconvenience and damage caused during the process.
  
  Our team aims to provide a smooth and stress-free moving experience for all our customers, and we acknowledge that the loading of your household goods fell short of our normal standards. We appreciate your feedback, and we will take this as an opportunity to improve our services further.
  
  Regarding packing methods, we agree that it is essential to ensure that items are tightly packed in the boxes to prevent shifting during transit. While we may not always use dish dividers for packing dishes, our experienced movers typically use paper and carefully pack around odd-shaped items to keep breakables safe. We are glad to hear that this approach successfully got your items to their destination intact.
  
  Regarding the claims process, we handle all claims directly through North American *** Lines, without involving any third-party companies.As such, we sent you a claim form, which unfortunately wasn't completed or returned. However, upon being notified of your BBB complaint, our Claims Manager, *********************, proactively reached out to you on behalf of North American *** Lines and successfully reached a claim settlement that was agreed upon today. We hope this settlement compensates for any damages caused during the move.
  
  Once again, we deeply regret any inconveniences you experienced during your move, and we sincerely apologize for not meeting your expectations. We hope that our responsive approach to resolving the claim demonstrates our commitment to rectifying the situation and providing the service you deserve. Your satisfaction is essential to us, and we will work diligently to ensure that future moves are handled with the utmost care and professionalism.
  

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husbands company used **** North ******* to relocate ** across state lines from ****** to ********** between May 9th and May 14th. They are a full service moving company that packed, loaded, transported, and unloaded all of our belongings. Ive been trying to get a claim approved for almost a month and a half regarding my business materials being totally unusable in the state they packed them. I create rhinestone phone cases and all of my rhinestones were in storage bins that were organized by color and size. They werent packed correctly and were all shifted, mixed and spilled all over the boxes they put them in. I explained to them in the claim paperwork, photos, and video I included, that it would take months to sort through all of that and Im losing money if Im not able to use them right away. They denied me twice and only say they cant cover it. I need at least $3,000 to restock all of my supply that they werent careful with in the first place.