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.

  700 Oakmont Ln Westmont, IL 60559

  
• 

  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

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:01/24/2023

  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 moved from ** to VT and our household goods were picked up on 9/17 and delivered to 10/3. The plan was for delivery to a home we rented in **. The rental was not ready and we had to reroute our goods to a storage facility. We contacted NAVL prior to delivery to storage to discuss. We were told the goods would not be insured and we asked questions about insured vs ability to submit damage claims. I used the example that if the facility was destroyed that **** would not be liable and **** said correct. I asked if I could submit claims for damage occurred during the move process, and was told YES. **** then emailed me links to submit damage claims. We submitted damage claims and they were denied, citing our interstate contract ended upon delivery to the facility. We could not locate the contract or terms and conditions, and later confirmed with NAVL that we never received the contract/bill of lading prior to shipment and did not sign the **** yet we were responsible for understanding the terms and conditions and the damage claims would continue to be denied. We requested multiple reviews and all reviews were denied stating our contract ended, for a contract we NEVER received, and is not signed. Yes, we received the your rights when you move published by the federal government, but as the consumer I am not legally obligated to provide the contract - NAVL is required to provide the contract. We have submitted thousands of dollars of claims for items that we even requested special packing and are now scratched. We have told the claims department several times over the past month about not getting the contract before shipment - all denied! It's maddening how dysfunctional NAVL is to work with!! Many of the complaints I see posted here end with **** saying the consumer signed the contract, and as we didn't receive one, I wonder why they even have contracts if NAVL can choose when to follow unsigned contracts they didn't provide!!

  

  Business Response

  Date: 01/24/2023

  We are very sorry for all the frustration the claimant is experiencing with their relocation and damage claim. However, when the goods deliver into a private storage facility and not a North American Van Lines Facility the goods are out of our control and the contract ends upon delivery. In order for the carrier to accept liability any damage must be documented at the time of delivery. The Carrier has no idea what takes place with the goods and their relocation into a residence once delivery has been made.

  The Claimant signed the Estimate & Order for Service which is the agreement to relocate the household goods. The Claimant signed all of the move documents including the Bill of Lading at the time of delivery. 

  Unfortunately we are unable to change the position of the claim settlement.

   

  Customer Answer

  Date: 01/26/2023

   I am rejecting this response because:  ******* was only supplied upon delivery, after the decision had been taken to deliver the household goods to the storage facility.  ************ decision with the information that was provided to us from the move coordinator, but did not have the opportunity to properly review the terms and conditions on the back of *** as we did not receive the contract/*** until the goods were delivered. ******* submitted to the BBB with this complaint clearly shows we did not receive and sign the contract upon shipment. We could not have known about the inability to submit damage claims based on the contract terms on the *** as we did not receive the *** upon shipment, only upon delivery.  Common sense would tell you that you would not know about terms and conditions that you only receive upon delivery.  In addition, the move coordinator and the delivery driver both informed us we could submit damage claims, and the move coordinator even emailed us links with instructions to submit damage claims after informing her of our decision to have the goods delivered to the storage facility.  If we can't make decisions based on a contract that was withheld until delivery or your employees, who are consumers to trust?  NAVL is simply ignoring clear facts and has no interest in providing the best service to the consumer and standing behind their services, vs twisting facts, deceiving consumers, and lying to cover their mistakes.  Are you claiming the contract was provided upon shipment, but you just didn't ask us to sign it, or the driver for that matter?
  
  
  

  

  Business Response

  Date: 01/30/2023

  We are very sorry but there is nothing further we can explain or provide through this BBB website.

• Initial Complaint

  Date:01/24/2023

  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.

  If I could give zero stars I would love to!! This has been the worst experience I have ever had with any moving company and I have used several during my life. The vast majority of my furniture has been either damaged, broken beyond repair, or just lost!!! Items that meant a great deal to me and my family have been lost forever. Now dealing with their insurance company is another nightmare!! I filed my claim on 9-16-2022 It is now 1-20-2023 and today I heard from my ajuster my claim is still not been reviewd and she needs anther two weeks!!! I paid additoanl money to have the best insurace possible; this is obviolosly a scam and a way to make more money. As if the original ** ******** ******* I paid was not enough. Please don't use this company I would hate to have anyone deal with the heartache and frustration that this move has caused me and my family. Even if they come in at the lowest rate... it's for a reason and you get what you pay for! Do not use this moving company ever!

  Customer Answer

  Date: 01/26/2023

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

  

  Business Response

  Date: 01/26/2023

  We are very sorry that the Claimant had damage to report from her relocation and that it is taking some time for the claim process. Please know it is never the intention of the van lines to have damage occur and we try to resolve the claim as quickly as possible. Some are more lengthy than others and require more research.

  The Carrier does not sell Insurance or provide an Insurance policy, the carrier offers valuation coverage. Valuation is not the same as Insurance;
  nor is it an insurance policy that guarantees a recovery for all claimed loss and/or
  damage.   Rather, it is a contractual limitation of liability that establishes
  the nature and extent of a carrier’s maximum liability in cases of proven loss
  or damage to household goods in interstate transport. 

  Unfortunately, we are unable to provide a refund as requested. The Carrier is regulated by Federal Law and it is illegal to provide a refund of the transportation charges.

  It is a busy time for the claims department and I am confident the claim will be resolved soon.

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

• Initial Complaint

  Date:01/23/2023

  Type:Sales and Advertising 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 had a very negative experience with North American Van Lines. This company employs dishonest and unethical business practices. North American lost at least one of our moving boxes, which contained irreplaceable sentimental items, as well as other valuable items. Then, instead of accepting responsibility, North American tried to hide behind legalese paperwork they had forced us to sign. They also made us fill out extra paperwork and wait for months, just to tell us that they refused to do anything to fix their mistake. We moved from *********** to North ******** last summer. North American charged us $14,000 to move the contents of a two-bedroom house. I would strongly recommend that anyone considering a move avoid North American.

  

  Business Response

  Date: 01/23/2023

  We are very sorry for the difficulties that the customer has reported on their move.  In June of 2022, a month before their move took place, the customer signed their Declaration of Value confirming receipt of the booklet, "Your Rights and Responsibilities When You Move".  The booklet contains information on the importance of the customer performing a complete check off of their shipment at delivery.  Their Customer Check Off Sheet is attached.  On it, all inventory numbers are checked off as having been received, and the customer has answered the question "Everything received?" by checking "Yes".  The carrier did contact the connecting customer's on the customer's truck, and no one reported receiving additional cartons. Their claim settlement was reviewed an upheld by a senior review adjuster. The customer has been provided with information regarding an independent claims arbitration process in which the carrier participates.

  Customer Answer

  Date: 01/26/2023

   I am rejecting this response because: North American continues to hide behind boilerplate paperwork they force you to sign in order to unload your belongings, which is unacceptable. North American lost a box containing important  items, and has wasted a substantial amount of our time with their useless claim review process, and should compensate us for this. If North American does not compensate us, I reserve all rights to inform other consumers of my experience, including through online reviews, and to take any necessary legal action. 
  
  
  

  

  Business Response

  Date: 01/30/2023

  We are very sorry but are unable to change the position of the claim settlement. Unfortunately, there is nothing further that can be rectified through this BBB site.

  We wish the claimant the best in their new location.

• Initial Complaint

  Date:01/13/2023

  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 hired this company to move our contents of our home from ************, ******** to **************, **************. We agreed that they would arrive on a Friday and load our belongings and deliver within the next week. This did not happen. They were ************************************************************** missing items. Some of which were very expensive. We have started there claims process but have not heard back from them.

  

  Business Response

  Date: 11/30/2022

  This is a complaint/claim with our company at the corporate level (North American Van Lines). The operational issues are handled at the corporate level as well as claims on interstate moves. At our agent level, we only process claims for local moves and moves within the state. This complaint should be sent to North American Van Lines for resolution. We will reach out to them on our end as well and ask them to connect with you for resolution. 

  Customer Answer

  Date: 12/02/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  

  Our family's belongings was taken by men who work for ********** Moving and **************** ********** Moving and *********** sent a truck to our home that was already 3/4 full of another family's belongings. But we gave this company in advance a list of what they were going to be picking up. By the way it was this list that the quote for the price of the move was based on. So before they even arrived they already knew the truck they were sending could not handle the amount of our move. Which is where most of the trouble of this move stems from. They loaded as much as they could of our belongings which was about 1/4 of our things, locked up the truck and proceeded on there way. That truck would arrive a day after we arrived in ************** and other than some broken items and scratched/broken dresser we think everything that was loaded in truck number 1 arrived okay. The company the next day sent a smaller empty truck and they loaded the rest of our things and took them to ************ for storage. 16 days later our belongings arrived. So our family belongings sat in a warehouse for anyone that this company permitted to let in there building for all of that time could have gone through. We believe that our stuff never left ************. Our expensive sound system, numerous boxes etc. We are still discovering things missing. It was from this second truck that almost all of our problems have stem from. Our belonging were supposed to go in one truck and not be opened again until it arrived at our new home. That is why we think this company is at fault.
  Regards,
   
  ***********************

  

  Business Response

  Date: 01/17/2023

  We are sorry for the difficulties that the customer has experienced.  The customer received the following email in response to their delay claim; the email was sent in November:

  11/23/22 02:49:26 PM Email notification sent to: **********************
  Sent by: @sirva.com
  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.

  Customer Answer

  Date: 01/19/2023

   I am rejecting this response because:
  First of all, Our shipment was supposed to come in one truck. As per our representative that sold ** this move, we did a video walkaround of our ENTIRE home so they could figure us a quote for how much it would be to ship ALL of our household. Second, they sent a truck 3/4s full of another family's belongings. If I would have been informed that all of our belongings were not going to fit on that truck I would not have let them start to load anything at all. The company knew exactly how much stuff we had and still sent a already very full truck not capable of handling all of our belongings. Third, I resent having most of my belongings labeled OVERFLOW! I paid them full price to ship our belongings and then to break up my household, take my money and not deliver all of our items intact is not acceptable! Calling the second truck overflow and not delivering those items for over 2 1/2 weeks from the few items that they did take is unacceptable. Fourth, They offered to reimburse us for items that were important to our living situation, If I would have bought new things and saved the totals, where would I have put them when our normal items arrived. I paid them  to ship our things in a timely manner in the first place. And lastly, How are we supposed to know what is missing and what actually made it while they were still there? Two ************ boxes and sitting them in rooms, we had to start unpacking to find out what was missing! They owe us for 10 days late at $100 dollars a day! They owe us for my missing BOSE sound system, and other personal Items as well. I will not rest until I have restitution!! 
  

  

  Business Response

  Date: 01/19/2023

  The Claimant has spoken with someone in our corporate office to discuss their concerns.

  Unfortunately, nothing will change the position of the carrier through this BBB web site.

  Regards,

• Initial Complaint

  Date:12/16/2022

  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.

  We relocated from **************. to *********, ** on October 24th, 2022. The movers arrived on Tuesday, October 25th, 2022. I would not recommend North American Van Lines for three reasons:1. They did not deliver three ladders, they damaged a butcher block, a wheelbarrow and many dishes. they refused my claim and then finally approved a $109 payment when I disputed the rejected claim.2. The driver of the truck made comments of a sexual nature to me. I sent a letter to the claims person, the salesperson etc. and offered to tell my story to HR and the legal departments. No one cared to call.3. The claims adjuster said that I had signed the inventory list. I signed the one in **. The final delivered inventory was forged, most likely by the driver. It is so blatantly obvious it is not my signature. They had the gall to say that i had signed off on the delivery when most everything was still boxed or furniture wrapped. Having the movers stay around while we inspected every single item is unrealistic and virtually impossible to do.This was a very disappointing experience.

  

  Business Response

  Date: 12/27/2022

  We are very sorry for the difficulties that the customer has experienced.  The driver has been contacted regarding the alleged comments by the Director of the safety Department and the Vice-President of the agency for whom he hauls..  

  Regarding the settlement of the claim, the customer states that the destination paperwork was forged because the signature did not have his middle initials. I have attached the customer check off sheet which does appear to have the middle initial B in the two signatures.

  The customer was paid for the ladders; he had chosen valuation of coverage of 60 cents per pound multiplied by the weight of the individual items claimed. The weights of the ladders were 21, 30 and 52 pounds individually, leading to settlements for each of $12.60, $18.00 and $31.20.  The claimant did check the attached Check Off Sheet indicating that all items had delivered.  In addition, the claimant had filed a claim for items which they packed; the carrier did not pack these items and therefore has no liability for them, unless the customer had noted carton damage at the time of delivery.

  The customer has requested a refund in settlement of these issues.  As a federally-regulated company, the carrier is prohibited by law from making a refund as a conciliatory gesture.  If such a refund were to be caught in a federal audit, to which we are subject at any time, both the carrier and the customer, as the person who solicited and received the refund, would be subject to significant Federally-issued fines.

   

  Customer Answer

  Date: 12/29/2022

   I am rejecting this response because:

  As stated previously, the customer sign off sheet was what I signed in *******. The forged customer sign off sheet was not signed by me at the delivery to my new home in GA. This is the first time I have been notified that the truck driver was spoken to. 
  
  
  

  

  Business Response

  Date: 12/29/2022

  The Director of the ***************** has addressed these issues with the driver.  That interaction is considered internal and would no be shared outside of the company.  

  The customer's claim has been paid according to the valuation coverage which the customer chose before load.  The coverage of 60 cents per pound is paid based on the weight of the individual items claimed.  The customer was not reimbursed for items which they packed themselves.  The carrier has no liability for items which they did not pack.  The inventory sheets which the customer signed at origin contain statements advising the customer to contact the carrier if they were not giving the opportunity to check the shipment at delivery. The carrier did not receive any such notification. 

  We are sorry for any concerns that the customer experienced.

• Initial Complaint

  Date:12/09/2022

  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.

  RE: Claim 23208-2 After what was the most costly, and most damaging move of my life including "lost" items and a disgusting toilet incident, we got to the claim part of my move. One item that was broken was a media cart. I supplied the items serial number. When they processed the claim, they went on ****** and gave me the cheapest value they could find. AN OUT OF STOCK item that will never be restocked at that price (*****). The only item actually available to purchase is ******. For some reason, they based the payout on an old listing and are saying it's fair. I reached out to the seller on ****** of the ***** version, they will not be relisting the item. So NAVL is ripping me off another $100.00 dollars. I would like the amount paid to me to be actually what I can buy the item for today.

  

  Business Response

  Date: 12/09/2022

  We are very sorry that the claimant had damage to report from their move. I have reached out to the claims adjuster who will be in touch. I let the adjuster know the item is no longer available at the cost when it was sent over to the claimant.

  I do apologize for the frustration and inconvenience.  The claim adjuster will be in touch.

• Initial Complaint

  Date:11/08/2022

  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.

  It was a big mistake to hire North American Van Lines for moving my 2 bedroom condo and a loft from Virginia to ******* in June 2022. I paid $13,387.72 and I insured my shipment at full replacement cost without deductible. On delivery date, the delivery person handed to me some individual pieces of my stuff, I asked why they came in as single pieces like this? He didn't answer. When it came close to 5:00pm the driver took the Customer Check Off Sheet out of my hand and he marked off all the remaining on the list as if they were actually delivered. I wish I have taken a picture of what I have checked off on the list before the driver took over the Check Off Sheet. After I opened the boxes were delivered I was missing a lot of clothing and many other personal items besides that, most of my furniture were either dent/bent and damages. The delivery person damaged the wall by the hallway. I sent picture, the Manager, ********************* agreed to reimburse once I have a chance to hire someone to repair the damages. I filed claims for missing items. I made an error on replacement value of my tablet, I immediately corrected and sent the update for a reimbursement of $699.00 but they reimbursed only $125.00. The **** remote control for my **** speaker was $29.99 but they reimbursed $20.00. The missing inkjet of my HP Printer was $125.00 and NAVL has not reimbursed. I estimated 2 full size wardrobe boxes a $750.00 for each box (this is very minimum) they were actually cost me much more than $750 in each full size wardrobe, they reimbursed only for one as they claimed that one box they found in a warehouse in ********* and when the box delivered it was damaged and original was wardrobe but now it was cut down to about dish pack size, stuff inside was mess up/dirty. This is NOT a part of one of the missing box. The wall dent so far not reimbursed. I insured Full Replacement Value. After many follow **** I have NO responses from the Claim Analyst.

  

  Business Response

  Date: 11/15/2022

  We are very sorry that the Claimant has issues to report with the settling of the damage claim. The Claimant should contact the claims department and ask to speak to the claims manager regarding their dispute. Unfortunately, we are unable to resolve this through the BBB website.

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

  Customer Answer

  Date: 11/24/2022

   I am rejecting this response because: 

  THE CLAIM ANALYST DOES NOT RESPOND TO MY REQUEST.  CAN YOU PROVIDE CLAIM DEPARTMENT INFORMATION AND WHO IS IN CHARGE SO THAT I CAN REACH OUT TO THEM?
  
  

  
  

  

  Business Response

  Date: 11/30/2022

  Please contact claims at ************ and advise you wish to speak to the claims manager.

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair 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.

  **** moved us from ******** to ***** on July 28, 2022. We purchased the *** coverage which is fix or replace any damaged items. While loading, nothing was verbally said about damage, and when they were done they asked us to sign the loading sheets. When our items arrived, it was noted that 6 items were damaged. NAVL had an independent adjuster come out and review the items. 3 weeks later, we had an offer of $500 when the total replacement value was $5000. It was noted that 3 of the items had previous damage. I asked for the documents and noted that **** notes damage in cryptic letters and numbers and NEVER tells the customer that damage exists. In fact, they noted damage on every item. Out of the 175 line items, 118 had false claims of damage because they arrived at my house without any damage. Here is the scheme, they **** every item with potential damage, damage that doesn't exist because they know they are going to damage some of it in transit. Then, when the customer receives it, they can claim it already existed. It is apparent this is the plan because every box was damaged with a crushed top, every plastic tote was noted as cracked, every metal appliance was edge dings and side scratches, and every piece of wood furniture had leg and top scratches. None of this existed and by doing it this way, they are scamming everyone who buys the "***" insurance. Of my 3 items that were denied, the damage noted, which didn't actually exist, did not align with the damage that was claimed. So, the claim should not have been denied. My claim was then referred to a secondary review, which takes another 60 days, so all told, 90 days. This is the second part of the scheme, have everyone wait as long as possible to wear them down into settling. Oh, and the reviewers are not independent third parties, they are NAVL employees, so of course, they are going to do everything to not pay a legitimate claim. So, I proved the damage was not noted and I have *** coverage

  

  Business Response

  Date: 10/31/2022

  We are sorry for the problems that the customer has experienced.  If the customer had questions regarding the notations on the inventories, they had the opportunity to make comments on the paperwork and to ask questions at the time that they signed the paperwork. The Declaration of Value which the customer signed before their move confirms their receipt of the booklet "Your Rights and Responsibilities When You Move".  The booklet provides information to the customer regarding the post-load check off to be done by the customer. 

  The fact that the claims personnel and the review adjuster work for the carrier has no effect whatsoever on their decisions.  They have no personal stake in the decisions which are made on a claim.  The length of time to complete a review has nothing to do with "wearing the customer down".  There is one adjuster who handles reviews for both carriers under the ***** BGRS banner - North American Van Lines and **************************************** It takes time to fully review all aspects of a claim, and if the review indicates that additional payments are due, those payments will be made immediately upon the completion of the review.

  Customer Answer

  Date: 11/04/2022

   I am rejecting this response because:

  1. The false damage noted does not match the actual damage.  For example, every piece of wood furniture states scratch on top.  However, the actual damage to the bed was broken beyond repair.  The first adjuster wanted to give a $200 appearance allowance instead of the *** program coverage I paid for which states I should receive replacement cost ($1800).  The claimed items all followed this pattern.  It should never have had to go to a second reviewer.  That is why this feels like a game to wear down the customer, the actual program is not followed and NAVL tries everything to not pay claims. So, the end customer now has to wait over 90 days while I had to pay before service.  I should receive full replacement value up front.

  2. The fact that it is clear that damage was falsely recorded is a major red flag and the BBB should immediately give NAVL an F score and launch an investigation.  I reported this to NAVL and was told there is no ethics department at NAVL.  The fact that nobody cares about unethical behavior in your company is beyond belief unless it is the accepted culture.
  
  

  
  

  

  Business Response

  Date: 11/10/2022

  The following letter was sent to the customer today:

  RESPONSE: The following response was sent to the customer today:        11/10/22 03:51:58 PM   Dear ****************: This is in response to your complaint to the Better Business Bureau. I have reviewed your claim and will pay the additional amounts to you: Refrigerator Pay as claimed $748.00 Toolbox Appearance allowance ****** Desk Pay as claimed ****** ($100.00 paid by adjuster) Bed Pay as claimed ******* ($200.00 paid by adjuster) Shelves Pay as claimed ****** ($100.00 paid by adjuster) Since the toolbox is damaged,but its function is not affected, an appearance allowance will be paid. I will request a check for an additional $3647.97. Regarding your question regarding an ****************** we do have such a department, but it is called Corporate Compliance. ****************, I am sorry for the damages which occurred and with the problems that you experienced with your claim settlement.

  Customer Answer

  Date: 11/18/2022

   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.

  
  

  Thank you.

• Initial Complaint

  Date:10/28/2022

  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.

  Today 25 October 2022 we were told by North American Van Lines that in order for us to move we would have to pay $10,000 up front. We were NOT told this prior to our accepting their $20,000 bid to pack up our household and move it 2500 miles across country. But, the other reaon is that North American Van Lines came highly recommended by the American Legion. All this took place as we were trying to pack and by phone

  

  Business Response

  Date: 10/28/2022

  If the customer would please provide us with their registration number and the name and phone number of the agency, we will research this for them.

• Initial Complaint

  Date:09/12/2022

  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.

  North American Van Lines damaged $9,935.00 worth of our furniture and personal belongings in our move. The did not unpack the furniture in designated rooms and locations. Furniture that was taken apart was not put back together and was in various locations throughout the garage and home. Sofa cushions and delicates were left out in the rain. The move was not completed to the standards in the contract.

  

  Business Response

  Date: 09/12/2022

  We are very sorry for the problems which the customer has encountered.  There is no indication that she contacted our customer service department who could have assisted her with having any necessary reassembly completed.  She does not indicate if she asked the driver to place the items in the desired rooms as delivery was occurring.  Her items were delivered in mid-August; unfortunately this is the first that we are hearing of this.  If assistance is still needed, she may call **************** at ************.

  Regarding the damaged items, we have no record of receiving a claim form.  By law all claims for damages must be filed in writing by the customer within 9 months of the delivery date.  To file a damage claim, she may go to the website www.navl.com, scroll to the bottom for "Domestic Claim Form" and complete and submit the form.

  We apologize for the inconvenience which the customer has experienced.