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

• 

  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:08/07/2023

  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.

  Our move was packed and picked up in ************* on June 30, 2023. It was scheduled to be delivered between July 19th-21st. We were told that it had to wait for a truck to take it from the warehouse in ************* to ***********. We were informed that it would be delivered on July 21st 2023. When it did not arrive we were told by North American Van Lines that it was stuck in a train yard somewhere in **********. We had never been told there was even a possibility that the move would go by train. In fact we would have found another company if we knew this was even a possibility. Then it started to go sideways. They were only able to locate one small crate out of five. After a very stressful number of days they located the bulk of our move still on the east coast in a rail yard in ************. It was once again put on a train that ended ** somewhere in **********. Once again we had to wait until the crates were released from the yard for a few days then delivered to the delivery agent and then eventually delivered to us on August 4, over two weeks late. We were very disappointed that there was no one who could take charge of this situation and prioritize this mishandled move. North American tells us that we are entitled to $75.00 per day for the move being two weeks late. We feel that that this is an insult considering that our boxes took 6 weeks to be delivered, were considered lost at one point, mishandled, and some things came in damaged. There was no priority given when it finally got to ***** to have it expedited out of a train yard where it sat for days. We kept getting the wrong information and were very stressed out by the total mishandling of the move. At the end of this we were told we had to pay ** in full in order to get our be belongings.

  

  Business Response

  Date: 08/08/2023

  We are very sorry for the delay in the customer's delivery.  Shipment via rail is a method of transportation that has been developed in response to the continued nationwide shortage of over-the-road truck drivers.  The Terms and Conditions of the Bill of Lading state that the carrier my transport by any means available.  The customer's shipment was treated as a priority once the delay had been discovered.  The ************************************* worked together with the Manager and Director of the ********************* to find a solution to expedite the delivery.  They were also working with management staff at the rail yard.  The $75/day for delay is stated in their contract paperwork attached.  Their delay claim has been received and is being researched by a member of the customer service team.  If the customer needs to file for damages, they may go to www.navl.com, scroll to the bottom, and select the Claim link.  Again, we are very sorry for the concern and the inconvenience that the customer experienced.

  Customer Answer

  Date: 08/09/2023

   I am rejecting this response because: No effort was made to give the shipment priority. It appeared that the company had no one who was willing to

  take charge and communicate to us that the shipment would be put on a truck and delivered to us right away.  Instead we got conflicting reports through

  the whole ordeal. That is worth more than $75.00 a day.
  
  

  
  

  

  Business Response

  Date: 08/13/2023

  We are sorry for the difficulties that the customer has experienced.  As previously stated, multiple management-level staff and directors were involved in trying to expedite their delivery.  If a truck had been available to load and deliver the customer's items, that would have happened. It is not a matter of locating a truck; an over-the-road driver must be available to transport the items.  Unfortunately, the on-going 3-year shortage of drivers made it difficult to achieve that.  The customer's delay and damage claims have been received and are being processed.  Per their contract, the reimbursement for delayed delivery is $75.00 per day.  No additional compensation can be offered.  Federal law prohibits a carrier from making a reduction of the customer's charges as a strictly conciliatory gesture.  Again, we are very sorry for the delay and inconvenience which occurred.

• Initial Complaint

  Date:07/31/2023

  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.

  May *****, 2023. I got bids from two companies for a move from ************ to *******. Allied and North American. I did not know that they were the same company. Both sent out men to walk through the house. They went everywhere and in closets etc. and made notes. They said everything would be moved carefully and protected. They each gave me a BINDING PRICe which were very similar except for the car. They promised a lot. After the furniture was taken, they put it in a warehouse and said I would have to pay $2,000 more than the Binding Price if I wanted to get my furniture and they would not even start to move my items until I signed another binding price contract. There was nothing I could do and I did not know that they were the same company until they came to pick up my furnitures. They gave me the Binding Price on May 11 and picked up furniture on May 16. The binding price was only binding on me not on them. They said I bought more furniture which I did not. I am handicapped and not able to do something like that. My belongings were badly damaged between moving and storage and moving and storage and moving again. I feel people should know that these are not honest companies and I am told they should never have gotten money in advance or been able to change the amount. I am a handicapped senior citizen who was just taken advantage of.

  

  Business Response

  Date: 08/03/2023

  We are sorry for the concerns which the customer has experienced.  ********************** and ********************************* are independent companies under the common ownership of SIRVA **** The two carriers will, as needed, cover each other's shipments, but they are separate companies with separate Executive leadership.  The customer was provided with a binding estimate, which was valid for the specific items listed on the estimate.  The estimate shows that the customer was moving 65 packed-by-owner cartons.  When the driver arrived to load, however, there were more than 200 packed-by-owner cartons tendered by the customer.  This increased the price which necessitated a new estimate that reflected the actual items that were loaded.  The weight increased from the estimated weight of **** pounds to ***** pounds. The customer signed all of the pages of the inventory confirming that the items that were loaded were the ones that they wished to have shipped. The carrier, in an effort to assist the customer, actually absorbed 1/2 of the additional charge, even though they were under no obligation to do so, The customer states that she was required to pay in advance.  Had she chosen to pay by certified check, the driver would have collected that when he arrived to deliver.  After the items had loaded, however, the customer stated that she wanted to pay by credit card.  Credit cards must be run several days in advance of delivery to confirm that there will be no issues in clearance on the card.  Even cards that have a high enough credit to accommodate the delivery charges might only permit a set amount that can be charged in any one day or on any single transaction.  Had that problem occurred on the day of delivery, and the customer did not have the means to obtain a certified check to pay for delivery, the shipment would have had to go to storage at the customer's expense.  This is why credit card payments are run in advance of the delivery date.  In addition, there is a convenience fee for use of a credit card which in the customer's case came to $388.47.  This also contributed to the increase in the total charges.

  We are sorry for the damages which occurred.  The customer's claim has been completed, and they have been paid the estimated costs to repair the damaged items, and the name and phone number for an independent repair specialist who will complete the repairs for the amounts provided.  For items with surface damage that are still in useable condition, the customer was provided with an appearance allowance.  The carrier did deny the customer's claim for packed items that were packed by the customer.  The carrier does not have liability for the items which they did not pack.

  Customer Answer

  Date: 08/04/2023

   I am rejecting this response because:  You are not listening.  I am handicapped and a single woman and I think that they saw someone that they could scam.  *********** actually sent two representatives not revealing that they were the same company. One said they were from Allied and one said North American but I signed with North American and it said Allied on the truck. BOTH representatives went through the entire house.  All of my house was already packed except a little in the kitchen and last minute personal stuff.  All totes and boxes were fully visible.  Both representatives came up with the same estimate.  Most totes were see through so they could see what was in them.  I did not count the boxes and totes but I no way had 200.  Many, many of my items had 2 or 3 numbers on them indicating more than 1 item when there was only 1. The movers were mad at me within 5 minutes because they did not want to move the massage chair.  The jewelry box and silverware box were discussed with both representatives and I was assured that they could go in the car and when they couldn't **** assured me that they would get special treatment.  Now I am told that they were not even wrapped in a blanket. 

  It is obviously a scam for two different people to give the same estimate and then have the actual BINDING PRICE go up after they got my stuff and held it hostage. My stuff was treated very rough and I had been assured how much the company would care about my items and wrap them carefully in blankets etc.  I did not add anything to the house after the estimates.  All boxes and totes were fully visible.

  **** verbally told me that the price could not increase when I asked him point blank.  It was a scam

   

  

  Business Response

  Date: 08/15/2023

  We are very sorry for the frustration and inconvenience.

  The Carrier is working to have some type of a refund to the claimant and will reach out to the claimant direct once an amount has been reached.

  Thank you

  Customer Answer

  Date: 08/21/2023

   I am rejecting this response because:
  They said the carrier would reach out to me about a refund but i have not been contacted. I tried to contact the carrier today and they do not know what i am talking about.

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

  
  

  

  Business Response

  Date: 08/30/2023

  Our sincere apology.  We are working on a possible refund of some kind to the customer. However, this has to filter through multiple channels as we are required to follow federal guidelines.

  We will reach out to the customer as soon as we can confirm.

  Again, my apologies as this takes some time.

  Customer Answer

  Date: 09/06/2023

   I am rejecting this response because: You say I must accept or reject in 7 days and I have not been contacted by the carrier so I must reject.

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

  
  

• Initial Complaint

  Date:07/26/2023

  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.

  On 07/102023, North American arrived at our new home with our household goods including furniture in the moving truck. The total cost of the move was $10,942.44. North American committed to loading the household goods, shipping and unloading the goods at the destination of our new home. The cost estimate was based on an estimate made by the sales person after inspection of the items at our old house. The last furniture item unloaded and placed in our house was a sleeper/couch. It was carried upstairs and placed in the largest upstairs room. Before the truck left we inspected all the of the furniture and other household items to assess damage. We found none at that time. The next day, I moved the sleeper/couch slightly and discovered a hole in the sheetrock of the wall right behind the couch. We call North American the next day to open a claim. The claim number is 09825-3. North American denied the claim because "the carriers liability is limited to damages that are noted at the time of delivery." The damage to the wall was hidden by the placement of the couch at that time. We contacted North American as soon as possible after the damage was found. We are asking North American to pay for repairs to the wall that they caused.

  

  Business Response

  Date: 07/26/2023

  We are very sorry for the frustration and the damage the claimant has submitted.  The claim notes ask that the customer respond to their denial email and ask for the file to be reviewed. The claim file will be sent to a review adjuster for further consideration. The customer will need to provide any information that will be helpful, including when they called and who they spoke to the day after delivery to report the damage.

  Again, we do apologize for any inconvenience this customer has experienced.

• Initial Complaint

  Date:07/20/2023

  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.

  We have used North American in the past and had no issues. However, this time around has been horrid. I booked them in June to pack our belongings on 7/7 and load them on 7/10. All went well while in *****, but our driver showed up on Saturday, 7/15 and communicated that half of our stuff was in an overflow truck in a warehouse in *****. That was never communicated to us. When an employee call and asked how everything was going I told her about half of our stuff not being here and she seemed to have no idea. The driver stated he looked at her at the warehouse and told her he couldn't fit everything on his truck. It was them told to me by the woman in ***** that they will find a driver and get our things out to us. However, it is 7/20 and we keep getting told they haven't found a driver yet. We are without dishes, silverware, pots and pans, TVs and many other household necessities. Yet, they delivered 20 boxes of Christmas decorations. They are not taking any accountability in finding a driver ASAP and I was told by customer service that they will only pay for a pot/pan and paper plates/plastic utensils because they aren't considered a priority. Meanwhile, they broke many pieces of our furniture, do not communicate, and I have yet to receive the claim paperwork for the broken furniture and late items. We need our things, yet they were happy to take the full $15.5k we paid even though they failed to deliver in the one day delivery window they gave us of 7/13-7/18, and not all of our items are here.

  

  Business Response

  Date: 07/26/2023

  We are very sorry for the delay in the completion of the customer's delivery and the inconvenience which this has caused.  The on-going shortage of over-the-road longhaul drivers has made quick recovery from such situations difficult.  A driver has been assigned to load the remaining items, but in the last 30 minutes he reported that the customer whose belongings were loaded today took items that were not originally intended for shipment, therefore taking more room than anticipated.  The driver is uncertain if he will be able to accommodate this customer's shipment but he is going to try.  We will have more information on this late in the day on Thursday June 27.  We will authorize $100.00 for the customer to make some purchases to get them through until the rest of their items are delivered.  I will forward damage and delay claim forms to the customer tomorrow.

  Again, we apologize for the delay in delivery. 

  Customer Answer

  Date: 07/27/2023

   I am rejecting this response because:

  Our household items were packed on 7/7/23. We are living without kitchen plates, cups, bowls, silverware, pots and pans, steak knives, strainers, spatulas/tongs for cooking, lunchboxes (the kids have started school already)/bento boxes for lunches, ALL of our hangers to hang my and my kid's clothes, vacuum cleaners, cleaning supplies such as mops, carpet cleaners and swiffers (floor and dust), towels/washcloths/rugs, backpacks, cheer necessities (both kids started this sport already), many pairs of shoes, bathroom necessities such as curling irons, blow dryers, office needs for when my husband is working from home. We have none of our TVs, alarm clocks for the kids to wake up for school, water bottles for school/sports, coffee mugs, air fryer, my prescription glasses, kid's iPad (and the screen on one of my kid's computers you delivered is cracked), all of my older daughter's desk supplies that are needed to complete homework, my cricut/crafting devices I need in order to make my designated job's things for their cheer/school, MANY blankets and pillows for our couch and bedrooms...and these are just things we need ASAP. There are sentimental and IRREPLACEABLE baby books/items and national winning medals still in that warehouse.

  This does not include everything we are missing. Myself and the kids are leaving for a trip on Wednesday and we do not have half of what we need because it is still in ***** (one day short of 3 weeks past our packing date). Who is responsible for me having to replace those items? I'm sure if it was anyone whom worked at this business they would be very upset at these circumstances. 

  North American's driver shortage should include not taking any more jobs in the area until they can finish what what promised to us. I was told when booking that they take jobs up to two weeks prior to a move date. So why are our things not in transit? We are a family who just wants our stuff delivered so we can move on with our lives. Offering $100 to us barely covers what we have had to buy in order to function daily. 

  I want a promise of delivery within the next 4 days (delivery Monday, July 31st), and a much larger reimbursement than $100. To be honest, that is insulting. Our promised delivery date window ended on 7/18. It is now 7/27. We need to be a priority.

   ***************************

   

  
  

  

  Business Response

  Date: 07/28/2023

  We are sorry for the inconvenience which the customer has experienced.  The remaining items have been loaded, and the driver has contacted the customer to advise he plans to deliver August 2.

  The amount offered as delay compensation is not intended to replace all off the items which will be delivering late, but rather to assist in getting the customer items to hold them over until their shipment has been completely delivered.  Numerous cartons in the second portion are recorded as containing toys, books and Legos, which in most cases would not be needed for immediate use.  

  North American does not deliberately overbook.  The shortage of driver's does make a rapid recovery from an overflow situation difficult.  The ********************** at both the Corporate dispatch office and the agency operation department were involved in assigning a driver and loading the items as quickly as possible.

  We do apologize that the shipment could not be completed in a more timely manner.

  Customer Answer

  Date: 07/31/2023

   I am rejecting this response because:
  
  I understand toys and legos do not qualify for replacement. However, towels, kitchen plates, silverware, cups and pots and pans and a toaster sure do. Those are immediate necessities, along with their school and cheer belongings that they have already started. $100 doesn't even cover the towels, bath rugs (for the kid's safety) and toaster I had to purchase. Again, I am not asking to replace all the items. I asking for a more reasonable compensation. We have been without our items for almost a month. This is absolutely unacceptable.

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

• Initial Complaint

  Date:07/10/2023

  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.

  We encountered multiple issues in my familys interstate move from ***********, North ******** with loading on June 8, 2023 to **********, ***** with 1st unloading on June 14, 2023 and 2nd unloading occurring on June 22, 2023. First, the movers at loading failed to estimate the space correctly remaining on the truck for our belongings. This resulted in several issues, including: 1) careless handling of our boxes and belongings; 2) loading items carelessly (some even stuffed in cab of truck); 3) several items missing from delivery; and/or 4) failure to bring important items in the 1st delivery, which caused additional stress in an already stressful moving process. Second, we experienced damage to a few items as well as several important items that were completely missing. We only discovered this fact after receiving the second delivery, hoping the missing items would be delivered with that shipment. We were told to wait to file a claim until after unpacking the 2nd shipment. Attached is a copy of the claim submitted for your information and use. We were even further upset when after filing the claim, told we would only be reimbursed $75 for the damage to my sons desk. This is totally unacceptable, especially considering the issues with the move and the fact that we paid an additional $439 for additional coverage, which seems worthless. Your movers and claims processing agents should care more about peoples belongings than what was demonstrated during this move and the subsequent process. My little girls birthday present (stroller) was either never loaded, stolen, or thrown away. I hope others dont have to experience what we have endured to date. While we submitted a claim for $625, we are demanding a minimum of $439 be reimbursed for the damages and lost items, which is equivalent to the additional coverage purchased for this move.

  

  Business Response

  Date: 07/10/2023

  We are truly sorry that the claimant had issues to report from their relocation.  Having an overflow shipment is never something we like to have happen. It appears the overflow consisted of 13 items of which all checked off at the time of delivery of the overflow.  The claims department is going to review the claim to see if any further consideration can be provided.

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

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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 had scheduled a move from ******* to ********. My stuff was stored in ******* for a bit then delivered to **. When the items arrived, one of the items missing were 4pieces that are part of my pool table that they had disassembled- due to the missing pieces (slate blocks), they were unable to complete the reassembly of the pool table. I had filed a claim (Reg#: ************ - Claim#: 01536-3-) to get this resolved so that they could either help obtain missing parts from a pool table company/builder (I have specific brand and model of the table available and which pieces are missing), and if they were unable to obtain, to get reimbursed for now an unusable pool table. This claim went in on January 26th 2023. I had called a couple times to the claims adjuster assigned and left voice mails but was never able to get in touch, nor have heard back still. They have not reached out to me yet, and I would like them to purchase and obtain me the pieces to complete the assembly (and to send back the assembly team- which I paid for), or to reimburse me for the whole pool table price (also have the receipt of when I purchased the table).

  

  Business Response

  Date: 06/06/2023

  We are truly sorry for the length of time that has transpired and for all the frustration and inconvenience this has caused. This has been submitted to the claims department who will in turn review the situation for action. They will reach out direct to customer after they review.

• Initial Complaint

  Date:03/20/2023

  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.

  date of transaction: 07/19/2022 My household goods were picked up by North American Van Lines. (NAVL) Two large rugs with pads were included in the goods: sizes 10 feet by 12 feet. The rugs were stored for 6 months at ******************************* in ****** **. The household goods were picked up by North American Van Lines on 01/09/2023 and delivered to ************** on 01/18/2023. The two large rugs were missing. After several attempts to find the rugs they were located at ******************************* (ATS) in ****** **. ATS has reported to me that they have been trying to get a NAVL driver to pick up the rugs and bring them to ** without any response. The value of the rugs is approximately $3,000. I want reimbursement of the rugs as soon as possible.

  

  Business Response

  Date: 03/21/2023

  It appears this complaint may have been filed a while back? It looks as though the rugs have delivered.

  Thank you.

• Initial Complaint

  Date:02/28/2023

  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 hired North American Van lines to transport my entire home contents from ****** ********** to ****************. We had made it clear to them that the builder was having a delay in the interior of the home would not be ready to bring the items into the house and that they'd be stored in our four car garage attached to the house. The driver that was scheduled to pick up the contents of our home was going to be late by five days. We need to be out of the home because escrow is closing the next day. So the local North American *** line agent came over late day and into the night with multiple drivers and trucks and loaded everything into small trucks. they then took all the items to their warehouse and unloaded them to wait for the large truck that would go to ********. I had concern about multiple loading and unloading of these contents. My sales agent, ****** and the owner of the local NAV agency assured me that anything that was broken or damaged would be replaced. No questions asked. They did all of the packing, and they did all of the loading of the interior of the house. in transport, the delivery was late by three days. They claimed that the load had been infested with insects and they had to fumigate the truck. It's not clear whether they unloaded the items again or not. When they delivered the items to our garage our contractor was there , but we were not and they understood that. They assured us that it isn't necessary, "we do this for military people all the time" if anything is damaged, we will fix it. I have a claim with them now for a $5000 dining room set that was basically destroyed. The legs were broken off of it and the chairs were broken and the fabric punctured. They told me because it wasn't noted upon delivery. There's nothing they can do. They did pay for a tool chest that they destroyed, but they refuse to pay for the dining set an a $200 glass top for another piece of furniture. They have a $500 deductible and sent me a check for 50 bucks.

  

  Business Response

  Date: 02/28/2023

  We are very sorry the claimant had concerns to report from their relocation and that they had damage to report.  In reviewing the claim file there were multiple reasons for denial of the table and chair that were claimed on the claim form. The claimant completed the customer check-off sheet and did not document any damage to the table or chairs. There were 3 boxes documented as damaged so it would seem that something as large as a table and chairs would have been documented as well. The items delivered into a garage and were later moved by a party other than the van lines and therefore the "last-handler" rule pertains to this situation. If there is no documentation of damage prior to the items being relocated then the last-handler is liable for the damage. The claimant also attempted repairs to the table. The independent repair service assigned to inspect was unable to determine  what the costs would have been for them to make repairs since the attempted repairs were unsatisfactory and would cause more entailed repairs. The claimant disposed of the glass top and once again nothing was documented at delivery regarding a broken glass top.

  The carrier did accept liability for the took chest in the amount of $550.00. However with the claimant having a $500 deductible applied they did only receive the $50.00. If the claimant chose to have a $500 deductible this cannot be changed.

  The claims department is reviewing the case and will make a determination if they will change their position regarding the previous denial and/or settlement.

• Initial Complaint

  Date:02/22/2023

  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.

  Hello, The carrier in question, ********************************** caused many issues for me as a consumer. First, they agreed to a timeline for delivery through email, which they missed by two weeks. Second, they damaged many items, and when going through the claim process, the company refused to take multiple items and only offered to fund me $30 for all the damages. They said they refused to cover anything they did not box, which was not in the original agreement and openly refused to take other items that the carrier did package. Here's the list of items that were damaged and the damage cost: Trash can- $60 Champaign glass flutes- $200 43 ********* $700 Couch - $400 Laundry basket- $60 Water Kettle- $100 Cheese Marble Knife- $40 Bar Cart- $40 Dresser- $300

  

  Business Response

  Date: 02/22/2023

  The customer has stated that his window for delivery was missed by two weeks.  He has attached a copy of his Estimate/Order for Service which indicates that his delivery spread was December 7-19.  Their items were delivered on December 16.  The delivery window was not missed.  The shipment travelled from ********** to ***************, and loaded on November 29.  The delivery was made within the dates to which the customer agreed.

  Regarding their claim settlement, the customer packed their own items.  The carrier cannot be held responsible for the condition of items which it did not pack, unless the customer makes note of external carton damage at the time that the shipment was delivered.  Just above the signature line of each page of the Inventory is an instruction to the customer to inspect the shipment at delivery and to note any damage in a column specifically noted "Exception (if any) at destination".  There are no notations of damage on any of the inventory pages.  The customer signed their Declaration of Value (attached) confirming receipt of the booklet "Your Rights and Responsibilities When You Move".  This booklet contains very detailed instructions, advising the customer of the importance of conducting an inspection of their items at the time of delivery.  Without any exception to damaged cartons, the carrier cannot accept responsibility for items which they did not pack.

  The final settlement amount was $280.00; the customer, however, signed their Declaration of Value requesting a deductible of $250.00.  This deductible must be applied to the claim settlement before payment is issued.  That is why the customer's final settlement amount was $30.00.  Please refer to their initials and signature on the attached Declaration of Value.

   

  Customer Answer

  Date: 02/23/2023

   I am rejecting this response because:
  
  The agreement I signed when I agreed to the pricing and the load did not include this clause. Nowhere did it state that my packed goods would not be covered, and at no point did they communicate this. See the attached document which does not include this. This is predatory practice for trying to state this, and decided to outright reject claims without any reason (even items that they themselves packed). I understand the $250 deposit, but that still does not cover the items which I packed. They are responsible for covering for all items, not just ones they packed (otherwise we would have packed everything). It is extremely frustrating how unwilling they are to do what's right. 

  

  Business Response

  Date: 02/23/2023

  The customer's signature on the Declaration of Value confirms his receipt of the booklet, "Your Rights and Responsibilities When You Move".  The booklet contains the following statement:

  "Reducing your Movers Normal Liability, Loss and Damage Claims:  The following are some actions that *** limit or reduce your movers liability for loss or damage to your household goods: 1. Your acts or omissions cause the loss or damage to occur. For example, improper packing of containers that you pack yourself which does not provide sufficient protection..."

  Since the carrier cannot know that the containers were properly packed, or know the condition of the items before they were tendered for shipment, they do not have liability for damages to owner-packed items.  

  Customer Answer

  Date: 02/23/2023

   I am rejecting this response because:
  
  May limit or reduce does not mean that it won't get covered, so what you're stating is false or misleading at best. I had multiple large items that were completely damaged due to the fault of the carrier. Is it entirely due to the carrier and had nothing to do with how I packed it. If there was an issue, it should have been flagged by the carrier. I'm not asking for much, only what is owed to me. This is absurd for the carrier to say that it's my fault when they damaged my goods and refuse to pay for it. Trying to bully their way and say that I am responsible for the goods that they moved and they try to avoid responsibility for is completely unacceptable.

• Initial Complaint

  Date:02/07/2023

  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 North American Van Lines to move us from ************, ******** to ********* ********************* in October 2022. Load date was October 14th to be delivered in ** in 5-7 days later. When the truck showed up it was already 3/4 full and could only load a fraction of our belongings. They took less than 10 pieces of furniture and we had to wait another day for a second truck to pick up the remaining items which delayed our departure by a day. The first truck delivered on 10/19 but we had to wait another 16 days for the 2nd truck that had the majority of our belongings. The shipment spread was 10 days and we were told by our agent that we could file a claim for $100 a day for the delay. They have denied this claim saying the second truck was an over-flow shipment. The second truck was missing some of our more valuable items, such as a **** sound system and a **** putter. It was approximately $2250 worth of goods. We paid $3889.02 cash when the first truck delivered. The 2nd truck was $3209.64 which we tried to pay with a personal check. This was refused and required a cashier's check. The driver returned my personal check but had taken a picture of it and we paid with the cashier's check. The 2nd truck was dropped on 11/4. 10 days later the company attempted to cash the personal check after being paid in full with the cashier's check. Luckily, our banker notified us and we were able to put a stop-payment on the check. We contend the company attempted to steal another $3209.64 from us. We have, called, texted and emailed to no avail. Our claims our being denied and we simply desire to be compensated for our inconvenience and lost or stolen items.

  

  Business Response

  Date: 02/08/2023

  The Claimant filed this complaint back in January and our response is as follows:

  RESPONSE   Mail Body:Hello, I am currently reviewing your delay claim. I understand that you had a remaining balance of your shipment that delivered late. The van lines never like to see this happen. There is a clause on the order for service stating subject to carrier's applicable tariffs, terms and conditions. If there is a second portion left behind and was at least 20% of the total shipment and contained items of necessity, the van lines offer the customer compensation to purchase any necessities needed. Necessities would include an airbed if a bed did not deliver on the first portion. Other items would be linens and kitchen items. An amount would be offered towards these items. Please submit a list of necessities purchased after the delivery of the main portion and supporting receipts and I would be glad to rework your claim. Unfortunately, there is no per day delay compensation rate for the overflow portion of a shipment. Thank you for allowing me to explain. Thank You, ************************* Customer Service
  To date we have not received receipts as requested from the carrier.  The per ******************* penalty applies only to the main portion of a shipment - the customer's main portion did deliver within the scheduled dates. 
  Regarding the damage claim, the customer was sent a settlement with a letter of explanation on December 28.  The missing items were denied as the customer did not make any notations of missing items at the time of delivery. The claims have been handled to the extent of the carrier's liability.  If the customer would want to request a review of their claim settlement, they may do so at the address noted on their settlement letters.

  The claimant rejected the response as well but the position of the carrier has not changed.

  Unfortunately, nothing further has changed in our position and nothing can be changed through this BBB site.