North American Van Lines Review: Bad Movers, Bad Moving Company
North American Van Lines Review - 3 weeks late plus they stole power tools, lawn equipment, DVDs & kitchen appliances. Horrible Company. I deeply regret using North American Van Lines as our moving company to move us from Kansas City to Seattle.
** START OF UPDATE **
Not only were they over 3 weeks late, but NAVL movers stole over $1000 worth of power tools, lawn equipment, DVDs and even our kitchen blender :(. We had insurance through them and they still refused to pay us back. Evidently, the burden of proving they stole something lies with you. As they packed all our stuff for us, there was no way we could prove anything was stolen. All our boxes were labeled pretty generic, like 'Garage'. Because our movers didn't label any boxes specifically 'Power Tools' they said we cannot prove we had any to begin with.
We have finally given up - its just not worth fighting anymore. I guess that is how they stay in business. They just wear you down.
** END OF UPDATE **
We signed a contract with North American Van Lines to have our belongings moved from Kansas City to Seattle 5 weeks before our actual move date of August 25th 2011. Three days before our move was to begin, I received a call from their customer support explaining they were having trouble finding a driver to deliver our shipment by the 3rd of September (our contracts deadline for delivery).
They asked me if I still wanted to proceed. It being only 3 days before I was supposed to be moved out of my home I didn’t feel like I had much of a choice. Who else was I going to find to deliver all our household belongings all the way to Seattle with only a 3 day notice? And at what extra cost if they could?
My wife, our three year old twin daughters, and I arrived at our new home in Seattle on August 31st. I have called North American Van Lines every day since arriving to check on the status of our shipment. It is now almost two weeks late and still counting (even if they got a driver today, it would be another week for them to get here).
My biggest complaint is the robot/zombie customer service reps. I don’t blame them themselves – I am sure they are only repeating what they are told to say. I blame the lawyers and execs who I am sure are the ones who scripted their speeches and developed this wonderful, convoluted, run-around process. Every day my conversation goes like this:
Me: Can you tell me when our belongings will arrive?
northAmerican: We are sorry sir, but we do not have a driver at this time.
Me: Can you tell me when you might have one?
northAmerican: We cannot say.
Me: Can you tell me anything? Any idea when? A few days? A week? A month????
northAmerican: We cannot say how long. We do not have a driver at this time.
I wish I had looked at some North American Van Lines Reviews before picking them. The last few days I have asked to speak to a manager or a supervisor, only to be transferred to voicemail (4 times now). It is very apparent to me they do not care the slightest about our situation. There appears to be neither a sense of urgency nor any attempt of extra effort to remedy our situation. Their philosophy appears to be:
“You’ll get a driver when you get one. Until then, it sucks to be you.”
I have racked up almost $2000 on my credit card buying pots, pans, air mattresses, clothes, computers, etc. trying to just get by the last two weeks. I run my business from home. My entire home office is still in their truck somewhere in storage. There is a max, one-time reimbursement of $900 that North American Van Lines will pay back, but as you can see, that will hardly put a dent into what I will be paying out for this fiasco. Its only two weeks into it and I have already doubled it.
Here is what really upsets me: I know they can get a driver to drive our shipment – if they really wanted to. I don’t buy this whole helpless thing their customer reps are spinning. I am almost certain that if a friend of North American Van Line's General Manager was in this situation, it would be taken care of immediately.
But I am just a lowly customer who paid out almost $10K from my own pocket for this. This wonderful service and treatment. What do I know?
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