Complaints

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

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  North American Van Lines, Inc.

  PO Box 988 Fort Wayne, IN 46801-0988

  
• 

  North American Van Lines, Inc.

  1803 Crutchfield Street Chattanooga, TN 37406

• 

  North American Van Lines

  9619 Kirkton Houston, TX 77095

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  North American Van Lines

  2571 W 2590 S Ste 200 Salt Lake City, UT 84119

• 

  North American Van Lines, Inc.

  700 Oakmont Ln Westmont, IL 60559

  

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:06/12/2024

  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.

  North American VanLines packed up 11/15/23 from my house in ********, ******* to my move to *********, **********. When I began to open boxes, I discovered damage and many missing items. I contacted NA (North American) and supplied pics of damaged antique shelf, also with a list of items that I knew were missing at that time,. One was a Bose 4 CD sound system. After the deductible, they said they would issue me $425.00 for the shelf damage. I have not received that to this day. After so many calls to them back and forth, I am told they are not responsible for any missing items, as I signed forms when boxes were packed and delivered to verify that I received everything. In reality, the customer never sees these forms that list boxes/or when they are delivered until the packing and unloading are complete and the driver presents them for your signature. It is not possible to verify anything at these points because the number of people packing, loading, unloading and placing items is not realistic to know what is where or to check off anything. I have listed items missing numerous times: no frypans, sauce pans, kitchen tools, toaster, Bose sound system, electric can opener, etc. I had 3 TV's, sound bars, and other electrical technology items that were unplugged and all the cords, remotes etc were just thrown in a box all together. I still haven't been able to hook up some items and TV's because the removed cords, etc were not labeled. This move has been and continues to be a nightmare. It has now gone on for 6 months!

  Customer Answer

  Date: 06/13/2024

  I did not receive boxes of kitchen household items.  I have no fry pans or sauce pans and am missing many utensils.  I am not able to name them, as I don't miss them until I need or remember them.  I noticed soon that I do not have my Bose 4 CD sound system.   I am missing a small tool chest that held my household tools (hammer, nails, tape measure, etc..

   

   

  I value the Bose Sound system at $2,000 and the other items at $500.00  I feel conservatively that I should be reimbursed $2,500.00 for my losses.

  This does not take into consideration the many months of trying to resolve this with North American Van Lines.  This whole move was a nightmare and consisted of shoddy/careless packing.  

   

  

  Business Response

  Date: 06/13/2024

  We are sorry for the issues that the customer experienced.  The check for $425.00 was issued on 2/9 & 5/6.  Customer felt it was suspicious the 2 checks were issued & not received.  ******** said the check comes as a tear apart type envelope and not in a NAVL envelope, &asked if maybe she discarded it thinking it was junk mail. She said maybe. ******** requested a new check in a NAVL envelope. So it likely that the customer received the checks but discarded them.  A new check is in process.  Regarding items claimed as missing, the customer signed an Order for Service (attached) confirming receipt of the book "Your Right and Responsibilities When You Move".  The book contains detailed instructions about the importance of checking the shipment at delivery:  "At the time your shipment is delivered, it is your responsibility to check the items delivered against the items listed on your inventory. If new damage is discovered, make a record of it on the inventory form. Call the damage to the attention of the mover and request that a record of the damage is made on the movers copy of the inventory.    After the complete shipment is unloaded,the mover will request that you sign the movers copy of the inventory to show that you received the items listed. Do not sign until you have assured yourself that it is accurate and that proper notations have been entered regarding any missing or damaged items."   At delivery the customer signed their Inventory.  One page is attached above.  Next to the signature is an instruction to contact the mover if they were not given the opportunity to check the shipment.  The customer did not.  In conversations with the Senior Review Adjuster, the customer was given the options to escalate to the Manager of the ***************** (offered twice) or to pursue independent claims arbitration (instructions were provided). To date the customer has done neither.

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair 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.

  On May 10, 2024, North American Van Lines handled my cross-country move from ********** to *******. I chose this company for their reputed care with delicate items and paid an additional $110 for packing my large ** and around $100 for better insurance. My past experience with College Hunks Moving, which used special ** cases with air bumpers, set high expectations.However, North American Van Lines did not meet these expectations. Despite no prior damage to the *** the movers ignored my instructions. They moved the ** down the stairs without proper packaging, applying pressure to areas I specifically warned them about. This mishandling led to dead pixels on the **.The movers laid the ** panel on sheets of packing paper, without bubble wrap or plastic wrap. The packaging was inadequate: a standard ** box with just packing paper and cardboard, no bubble wrap or Styrofoam. This was insufficient for a delicate OLED ** in a cross-country move, as I had clearly communicated.Upon arrival in *******, the ** exhibited dead pixels, especially in areas where undue pressure was applied. When I showed this to the movers, they dismissed it. I filed an insurance claim with photos as proof. Two weeks later, I received a response stating, "Unless there are definite signs of external damage or mishandling, no responsibility may be assumed. Normal vibration and handling often cause malfunction with electronic items, which are excluded from coverage."This response is incorrect. Proper boxing before moving down stairs, adequate packaging to reduce handling issues, and measures to minimize "normal vibration" are all standard practices that should have been followed. College Hunks Moving managed these basic steps, so it's reasonable to expect the same from North American Van Lines.Therefore, I request that North American Van Lines either replace or repair the **.

  

  Business Response

  Date: 06/10/2024

  We are sorry for the difficulty that the customer has experienced.  He can request a review of his claim settlement by writing to Senior Claims Adjuster ***************************** at *******************************************.  It is recommended that he has the television evaluated by a qualified technician and that he provide their report, indicating what they feel the cause of the damage to be. Reviews are generally completed within 60 days of receipt.

   

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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.

  3/27/2024 ************************************************** of ************* Fl. had it's people come to my home to pick up my items and once there they charged me for another 500 for packing, when I ask for what they said they had to pack things like my washer and dryer, there is no such thing as packing a washer or dryer, but I was in need of moving it so I paid it, after about three weeks they finally got to my place of destination only to find out later that they had damage my fridge, the washer and the dryer and stole some of my moving pads that I had bought and some tools, was told to file a claim but the claim was asking things like how much did the item weight , where did they put the item in storage date of purchase, now my washer and dryer were made in 2023 and as for the fridge I was unsure, but filling out the form is just another way of their scam

  

  Business Response

  Date: 05/08/2024

  Please have the claimant provide a move registration number and/or agent they booked the move with.  It appears this may be North American Movers and not North American Van Lines.  We have no affiliation with North American Movers out of ********

  If the claimant has a North American Van Lines registration number and/or the information please send over and we will review this complaint.

  Thank you

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair 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.

  Hired North American van lines to pick up our belongings from storage world at ******************************* on 3/28/24 for the price of $4568 and our belongings were delivered to our new home at ******************************************************************** on 4/3/24. Our new king sized mattress which was in a sealed protective mattress bag arrived to above address wet and with a large red stain, my husband tools were missing and our entertainment center was damaged. We provided company with the price of the mattress $2900 and asked for it to be replaced due to damage company sent steam cleaner instead who was not able to remove stain. Also what is this stain ? It could be blood or body fluids for all we know. We believe the company should make this right by giving us the $2900 needed to replace the mattress that they damaged. At this time they are only willing to credit us $1000.

  

  Business Response

  Date: 04/23/2024

  We are very sorry for the claim situation with the mattress. The Claimant should continue to pursue this issue with the claims department of their request. There is also a claim review process that the Claimant can request. 

  The ***************** is advised of the dissatisfaction.

  We are unable to make any claim decision through the BBB site but please continue to work with claims regarding this issue.

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

  Customer Answer

  Date: 04/23/2024

   I am rejecting this response because:
  We have reached out to the claims department already regarding our dissatisfaction and have not received a resolution yet. As the claims department has said the offer of $1000 for the mattress is fair but if it was their mattress ruined by a wet red unidentified stain would they think that was fair. This mattress cost $2900 not $1000. 
  
  

  

  Business Response

  Date: 04/25/2024

  Please let the claim adjuster know that you would like to have your file reviewed.

  If the stain did not come out from the cleaning process then let them know you are seeking replacement and provide substantiation that the stain did not come out. Your file will then be reviewed for further consideration.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair 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 recently moved and paid $998 for insurance coverage for lost or damaged items for full lost or replacement value through North American Van Lines. During the move, my $2,399 dresser was damaged beyond repair, 2 lamps were lost ($200), 1 carpet cleaner was not packed ($130), and a Dyson vacuum was also lost ($500). In addition, my full unpack was not completed and I incurred over $600 of debris charges to take away. I followed up numerous times and was told I would get only $78 reimbursement and have not received that. I was encouraged to file a quick claim for $200 and instead filed a claim for the items after non responsiveness from the driver on 1/26/24. After no correspondence by 2/7/24, I reached out to the moving company. On 3/8/24 I received a check for $500 with no explanation as to the claim amount determined and I have not cashed that check. I followed up on 3/8, 3/22 and 4/12 asking for an explanation of the amount or claim, all of which have gone unanswered. On 3/8, I even attached the copy of the insurance policy for lost an damaged items and detailed those stated above. I request the amount of $4827 for the insurance purchased as well as lost and damaged items to be paid to me at this time.

  

  Business Response

  Date: 04/18/2024

  We are very sorry that the claimant had issues to report from their relocation. 

  The carrier does not sell insurance, as we are not an insurance company.  the claimant purchased valuation; the top of the sig*** Declaration of Value (attached) states that the coverage is not insurance.  Under valuation coverage, carriers are permitted to limit their liability to loss or damage which is proven to be caused by mishandling on the part of the carrier. 

  The claim adjuster typed up the claim settlement letter but admittedly neglected to send it.  This has now been forwarded to the claimant with a breakdown of settlement.

  The claimant indicates the dresser is destroyed beyond use. The photos received by the claimant show the opposite. The damage is certainly repairable and the item is in use. The claimant filed the claim asking for $500 for the dresser damage and the claimant was paid that amount.

  The claimant should continue to work with the claims department with any further questions or concerns regarding their claim settlement.

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

  Customer Answer

  Date: 04/18/2024

   I am rejecting this response because: the coverage does cover mishandling by the company, which caused the damage. It cannot be repaired and replacement cost is over $2000 million to restore  the dresser to its pre loss condition. Although Id also love to continue to work with the company, they did not respond to 3 contacts until a complaint was filed and when I questioned denials I was finally informed of, they again have not responded. This company has showed through driver lack of contact, lack of ability to honor the unpacking charge paid and also inquires that go unreported to that they are not working in the best interest of their customer. 
  
  
  

  

  Business Response

  Date: 04/18/2024

  The Claimant has the opportunity to have their claim reviewed and provide documentation that the dresser cannot be repaired. Please let the claim adjuster know that you would like to have your claim reviewed for further consideration and they will pass it on for review.

  Unfortunately, no settlement can be reached through the BBB web site.

  Thank you.

• Initial Complaint

  Date:02/23/2024

  Type:Customer Service 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 asked for a quote from a 3rd party. They got my information and have proceeded to harrass me multiple times a day, every day since. I requested to be removed from their call list, and stopped receiving calls from a human and instead got automated calls requesting a call back. I have since requested the system stop calling me as well, which remains to be seen if it was effective. Their business practice cannot be described as anything but harassment.

  

  Business Response

  Date: 03/01/2024

  We are very sorry for any inconvenience that the customer has experienced.  Their name as been blocked in our system so no further contact can be made.  The customer should be aware, though, that there are businesses that operate under names that are similar to ours, such as North America Van ********************** or Allied Movers, with whom we have no affiliation.  Since we have no ownership of or relationship with these companies, we cannot control their actions.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair 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.

  7/7/2023 the van lines packed and loaded our house. We paid the $18,613. They said items they packed they would be responsible for breakage. The items they packed poorly were broken and they are not compensating for them as they stated. They are using the 60 cents per pound as the basis. If that were the case I would not have paid them to pack my items. They found my husbands $500 weights in the truck a couple of days later and called me. They still have them and not returned them. They could have shipped. They broke my cat stand carrying it to the truck. My total claim is for $1,754.00 which includes the weights they still have. We have been encouraged to file a police report for the weights since they have not been returned. We want to avoid this.

  

  Business Response

  Date: 12/26/2023

  We are very sorry the claimant had damages and missing items to report from their relocation. It is never the intention of the carrier to cause damage.

  Unfortunately the claimant chose to not purchase additional valuation to cover their goods during transport so the maximum liability of the carrier is $.60/lb per article. The carrier did accept liability for the damaged and missing items at their maximum liability.

  The Declaration of Value that was signed by the claimant clearly explains the coverage.

  Again we do apologize but the claim was settled as it should have been.

  Thank you.

  Customer Answer

  Date: 12/27/2023

   I am rejecting this response because:
  
  We still have not received the weights and have not ETA.  Talked to the driver a week ago and still nothing.  We were told by North American Van Lines that they would be returned and that has not been the case since July.  We want our weights!

  

  Business Response

  Date: 12/27/2023

  The claim adjuster has been advised to reach out to the driver and someone will be in touch. Unfortunately, it may be a bit for the return of the weights as the driver will most likely have to be in the area.

  Again, the claim adjuster will reach out.

  Customer Answer

  Date: 12/27/2023

   I am rejecting this response because:
  
  At this point I view this as a refusal to return our items. They can be shipped.  

  

  Business Response

  Date: 12/27/2023

  The carrier is not refusing to return the items and the claim adjuster will be getting with the driver to get the items returned.

  Unfortunately, there is nothing further that can be done through this BBB site.

  Sincere apologies!

• Initial Complaint

  Date:11/13/2023

  Type:Order 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 paid ***************************** for a move from ** to ** on Nov 2-3. I paid for 2 stops during the loading process. At the 2nd stop, a riding mower, a gun safe, and a push mower were to be loaded. When the driver arrived he was in a truck with no lift gate and a single ramp making it impossible to load a riding mower. In addition he had no way of moving a gun safe as it required a pallet ***** Because of this, the driver didnt even attempt or visit the 2nd stop. I was assured my belongs would be picked up. I informed everyone they needed to loaded by Nov 12 due to access limitations. Pickup was scheduled for Nov 10th. No one showed and no one called. Upon calling Im informed the driver had a death in the family and he would be there on the 11th. No one came on the 11th and I never received a call as to why. ***************************** has no intention of returning and Ive been lied to repeatedly. My contract states that this is to be a two stop load so ***************************** is in breach of contract. I paid in good faith before the job was completed and havent been told the truth since.

  

  Business Response

  Date: 11/16/2023

  We are truly sorry for the frustration and inconvenience this has caused the customer. It was never our intention to provide a service less than expected from a professional moving company.

  Unfortunately there were some issues with the driver and the items were not picked up as the customer describes.

  It is my understanding the customer is out of town and the pickup and delivery of the items is now set for December 4th.

  Again, we sincerely apologize that we have let you down.

  Regards,

  Customer Answer

  Date: 11/16/2023

   I am rejecting this response because:

  The customer is not "out of town", the customer moved.  That's the reason a moving company was hired, to move his belongings.  Now he's having to attempt to coordinate the collection of his belongings, with other people, from another state.  A pick-up date of the 4th has most certainly not been scheduled.  The last email I received asked if that would work for all parties involved, since as previously stated, I'm in another state.  I replied "does everyone involved understand that delivery has to be after 4:30".  I never received a reply and certainly never agreed to a pick up date of the 4th.
  

  
  

  

  Business Response

  Date: 11/16/2023

  Apologies once again. It appears the confirmation of a delivery after 4:30 was not confirmed.

  The agency will be confirming the dates of transport with ************************ and the communication should continue with the agent as they are most aware of their driver status.

  Thank you.

  Customer Answer

  Date: 11/24/2023

   I am rejecting this response because:
  

  Pick-up is tentatively scheduled for December 5th between 8-10.  I'll consider this matter resolved and this case closed once my belongings are loaded onto the truck.  If loading doesn't occur this time, regardless of the reason provided by North American VL, I'll be pursuing a refund.  I have paid for services, that up to this point have not been provided.  Pictures of all items to be loaded have been sent to North American so there should be no further confusion. 

  
  

• Initial Complaint

  Date:09/19/2023

  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.

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

  

  Business Response

  Date: 09/19/2023

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

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

  Customer Answer

  Date: 09/19/2023

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

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

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

  
  

  

  Business Response

  Date: 09/19/2023

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

  Please contact the claims department with your questions/concerns. 

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

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

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

  Thank you.

  Customer Answer

  Date: 09/19/2023

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

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

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

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

• Initial Complaint

  Date:09/05/2023

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

  

  Business Response

  Date: 09/05/2023

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

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

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

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

  Customer Answer

  Date: 09/05/2023

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

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

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

  
  

  

  Business Response

  Date: 09/06/2023

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

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

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

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

  Customer Answer

  Date: 09/12/2023

   I am rejecting this response because:

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

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

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