ComplaintsforGlobal Van Lines, LLC

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Move: 4/13/24 *******, *** 5/7/24 Sulphur, **. Movers committed to disassembling and reassembling in new location and placing all into the rooms they were assigned. Movers came in to deliver, all boxes were falling apart, wet and crushed. we also had a missing 12 foot ladder and a Hons 2 drawer filing system. Movers had no tools with which to reassemble our furniture. They were using my kitchen knives to assemble our furniture. My husband had to help because they did not know how to reassemble. The movers damaged our walls and kitchen floor moving furniture in. They did not make any effort to protect our home as they were delivering our goods. I filled out their claim form. Listed all items and gave an explanation as to how I came up with the value. No one has ever spoken to me on the phone. I have had several emails denying most of my claim and they were not even working off of the claim I submitted. They have sent a check for $750 on a claim for more than $7,000.00. They have taken no responsibility to the damage that was done to our home. I have made several calls to the adjuster that was assigned to me. (*************************** ************) direct number. She has never spoken to me personally and ignored all of my messages.

  

  Business response

  07/29/2024

  We are very sorry the claimant has had issues with their claim settlement.

  The claimant should contact the claims department at ************ and ask to speak to a manager if their adjuster is not returning their calls.

  The claims department can get them in the right direction.

  Thank you

  Customer response

  07/29/2024

   I am rejecting this response because: I already called the claims department and to my knowledge they were supposed to send an email to my adjuster's supervisor and the supervisor was supposed to call me weeks ago and never did.
  
  
  

  

  Business response

  08/05/2024

  We are very sorry the claimant is having issues and are frustrated with their claim and the settlement process.

  In reviewing notes the claim is in line for a review by the claim review specialist.

  The claimant will be contacted by mail once the review is complete.

  Customer response

  08/05/2024

   I am rejecting this response because:
  There should be no further review. This has been going on since May 7th when I verbally filed a complaint with the driver. Then I formally filled out the North American complaint May 31st. To date, I have not spoken with the adjuster on the phone. We have not had one single conversation to be asked questions or to ask the adjuster questions despite my repeated attempts. I have also enclosed documentation with my complaint and none of the documents attached to the complaint have been addressed. This seems to me as if it is just another stall tactic to keep from addressing these issues. How long is this going to drag out?
  
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the supporting document outlining the events that took place.

  

  Business response

  08/18/2022

  ******************************* is an agent for North American Van Lines.  North American provides the drivers to pick up and deliver the shipments.  At the last minute we were notified that they didnt have a driver to load the Hunter shipment on 7/20 and that we would have to load the shipment.  We already had a full schedule,but we thought we had a crew that could load the shipment.  Their job lasted longer than anticipated so they werent able to pick up the shipment on 7/20. 

  
  On 7/21 the crew read their paperwork wrong and went to the wrong job first.   They had no phone signal so our office was presuming they were on their way to the Hunter residence.  We were horrified when we learned that they had gone to the wrong address.  We were finally able to grab another crew that was returning from a job and sent them to load the Hunter shipment.Unfortunately that crew did not have enough room on their truck so another crew was dispatched on the 22nd to load the remaining items.

  
  The order for service that **** signed on June 27th does state guaranteed pick-up & delivery dates daily allowance of $50 per day for ***** lbs. and less or $100 per day for greater than ***** lbs., subject to carriers applicable tariffs and terms and conditions.

  
  ******************************* regrets that North American Van Lines put us in this tight spot, by not fulfilling their obligations.

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

  Customer response

  08/18/2022

  Complaint: 17732578
  
  I am rejecting this response because it is not aligned with what we were told during our moving dates; it seems as though the stories have changed. Also, there is no attempt to take responsibility and rectify the huge error and the money they have cost us. It is unconscionable to think that this service was worth nearly $14,000. And again, we did not sign anything at pick-up, to be clear. 
  
  Regards,
  
  ***************************

  

  Business response

  08/24/2022

  I again apologize for all the inconveniences during the move. I understand that North American Van Lines will be issuing a refund to Mr. and *****************, I have not been informed on the amount, as I do not work directly for them. We are just an agent for them.  

  In researching I do see that Mrs. is correct about not signing anything upon loading, but there are signatures upon delivery. 

   

  Sincerely,

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

  Customer response

  08/29/2022

  Complaint: 17732578
  
  I am rejecting this response because:

  North American Van Lines has provided a $200 refund for a two-day delay. However, as noted in my original complaint and emails to customer service, ******************************* cost us $1,170 due to their delays and poor communication. And that amount does not even begin to cover the time, resources, and energy that they cost us as we were preparing to move and being pushed against the deadline outlined in our real estate contract. I believe the very least this business could do is provide a goodwill compensation of the money the cost us. 

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

  

  Business response

  09/07/2022

  We are very sorry for the delay and confusion which occurred during the load of your shipment.  Shortages and both over the road drivers and local loading crews have created problems throughout the country, and the industry is still recovering from these issues.  We apologize for the problems and issues which occurred.

  We have corrected the delay compensation that was paid to reflect the two days of delayed loading.  Unfortunately the delay compensation as stated on the customer's Order for Service is the maximum that we can pay for the delayed load.  We are unable to provide compensation for the frustration which they experienced.

  If they do need to file a claim for damaged items, they can go to www.navl.com and scroll to the bottom for information on filing am online claim.

  Again, we are sorry that the move did not go as smoothly as anticipated.
  

  Customer response

  09/12/2022

   I am rejecting this response because:
  

  I find it unfortunate that the business chose to respond in such a dismissive and condescending tone. I am not solely requesting compensation for "frustration;" rather, I am asking to be compensated for at least the $1,170 that this business cost us (previously described in original complaint) due to their delays and poor communication. Additionally, while I can understand that given the current economic climate, there is a lack of resources within the industry, that burden of responsibility should *not* be placed on the consumer. I do not work within the moving industry, and when I sign a contract for any service, my expectation is that the business will hold up their part of the agreement regardless of the challenges they face (isn't that inherently part of running a business?). Since it appears that the business is aware of the limited resources available (in terms of movers, trucks, drivers, etc), it seems that they should not have over-extended themselves. When consumers are paying such huge amounts of money for a move, they are assuming that they can trust the company to do their job; this was not the case with North American Van Lines and their contractors. 

  
  

  

  Business response

  09/15/2022

  We apologize that the customer felt that our previous response was dismissive, as that was not the intent.

  North American did reduce the number of shipments accepted and did not deliberately overbook.  However, if a problem occurs in the loading of one shipment, this can create a ripple effect which affects shipments on down the line.  A shipment is not accepted if the carrier realizes upfront that it cannot be serviced within the accepted dates.  In most cases, a delay situation is not evident until a few days before the scheduled load.

  The compensation for delay is detailed on the customer's Order for Service.  It is the maximum amount that can be paid per the customer's contract.

  We are truly sorry for the delay as we do understand the frustration and inconvenience this causes.   It was never the intention of the van lines to have a delay in delivery of the customer's goods.
  
  

  Customer response

  09/18/2022

   I am rejecting this response because:
  

  This situation is black-and-white. The business was two days late in completing our pick-up, and therefore did not honor the contract. As a direct result of this breach of contract, we lost $1,170. I was informed by the business's customer service representative back in July to request "goodwill compensation" for these lost funds from North American Van Lines. It is quite honestly the least the business can do to make this right. 

  
  

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