31 Customer Reviews
Review from Richard P
1 star11/23/2024
I relocated to *********, ** last April/May. A wine Cooler got damaged in the relocation. North American fell back on their fine print claim of jostling by the truck caused the damage and they were not liable. The problem with that is that the jostling had to be so severe to damage this unit, other more sensitive items would have also been damaged, but they were not. If this jostling caused the damage, then the item was not packed and stored properly for which they are liable. They never had a representative do any investigating or laid eyes on the unit. Instead, they relied on my consulting services because they stated they didn't have a representative in the area who dealt with electronics. As a result of my research and having an appliance electrician look at the unit, a reasonable and more likely cause was presented to them. That cause is that the unit was laid on its side, upon being stood up and plugged in directly, the damage to the coils, etc. would have happened. They rejected this conclusion and went with their fall back fine print claim of jostling, with no evidence, in order to avoid paying the claim. They also refused to pay the invoice for my services when presented to them. This "guilty until proven innocent" approach is not a viable customer service approach. It is exactly that approach that makes people dislike and distrust insurance companies. When considering using them for a move, I highly recommend you avoid their insurance and find some other method to make sure your belongings will be insured properly.Review from Lindsay W
1 star11/17/2024
DO NOT USE! Beware of these companies North American Van Lines and ************** Relocation! I strong do not recommend this company. I had a cross country move from ******* to ****** and every piece of furniture was damaged from during the move, including a sofa bed, couch, dining room table, cabinet, tv console, bed frame. The total amount of damage is $14,000 to my personal property. Additionally, and much more of a concern, I had 3 boxes that were broken into, items rifled through, and items that were unwrapped and broken as a result of the moving company opening the bins. I submitted 3 claims on November 5, 8, and 17, 2024 and have not heard from North American claims since any of the claim submissions. So far, I have spoken to 1 person from ******** in ******* around my concern of both the theft and the extreme damage caused from the move, and his only recommendation was to go through the claims process with North American. I hope the claims process is smooth and can resolve this extreme damage, but so far I have heard nothing from the claims process from North American in 2 weeks from the original claims submission.
North American Van Lines, Inc. Response
11/19/2024
We are very sorry the Claimant did not have a damage free relocation. The Claimant has now filed three claims with one being the 17th of November. The Carrier has 30 days to acknowledge receipt of a claim and 120 days to provide an offer of settlement. The claim adjusters handle their claims in order of receipt as to be fair to all customers. The claims have been received, for a total of ****************************************** touch.
Again, we are very sorry for the frustration this has caused.
Review from Gab L
1 star09/07/2024
I wanted a quote and put my phone # on their website. They have called me 14 times in the past week. They use a bot to call, and it leaves a voice mail. They call several times a day. I immediately found this predatory and will never use them for moving. now that I see all the 1 star reviews I am glad my first instinct pulled me away from them.Review from Kevin A
1 star08/22/2024
The delivery window was 6/10-6/18. On 6/18, I hadnt heard from anyone re: the delivery. I had to initiate contact with wheres my stuff? I have a lengthy email chain of the disaster that followed with no clear answers. They lost my stuff and couldnt tell me where it was or when theyd find it. Then I was finally told my shipment would arrive at the ** on 6/26/24. I reached out for 2 more days and was finally told on 6/28 that it would be delivered 7/1/24. I was given a delivery window of 6/10-6/18, so when the shipment was found, it didnt even leave ******* until a week later! The lack of communication was unacceptable as with this situation, MOVER should have been making it a priority to communicate updates and details. Instead of not knowing anything. I went 2+ weeks without my clothes, furniture, toiletries, cooking utensils, etc. Meanwhile, I had many friends/family coming on July 3rd, and everything was dropped off on 7/1/24! Im not even going to share the difficult position I was put in to get things unpacked and moved before family arrived, but it included a shoulder injury moving everything rapidly, which I completely lost use of for a month.In summary, after liking the salesperson from **** Movers (****), and trusting him that there would be 3 contacts to utilize through the process if anything happened, his response during the turmoil was Im sorry, I dont have anything to do with that process, its out of my hands.North American Van Lines, Inc. Response
08/23/2024
We sincerely apologize for the delay in delivery of your household goods. The Carrier never likes for a delay to happen and due to unforeseen circumstances it does happen. We are sorry this happened to you. I see a delay claim was filed and delay compensation was paid out to the claimant at the daily allowance per the contract.
The lack of communication will be brought to the attention of the parties involved and we are truly sorry for that! The customer should not be the one to have to initiate all the contact for updates.
We do hope that you are now getting comfortably settled in your new location.
Review from Neque W
1 star06/19/2024
**Review of North American Van Lines: A Nightmare Experience**I recently contracted North American Van Lines (via ******************* to handle my move from ******* to *********, and it was a complete disaster from start to finish. If you're considering using their services, I urge you to think twice. Here's why:Firstly, the packing was atrocious. Items were haphazardly thrown into boxes without any regard for their safety. Fragile items were not properly wrapped, leading to inevitable damage during transit. This lack of care and professionalism was evident from the moment the movers started packing.Upon arrival at my new home in *********, the agreed-upon assembly of furniture was blatantly ignored. Despite assurances that my belongings would be reassembled at the destination, the movers and truck drivers refused to do so. They were in such a hurry to get to ********* that they rushed through the delivery, leaving me with a house full of unassembled furniture and boxes scattered everywhere. Their attitude was appallingthey complained throughout the entire move and made it clear they had no intention of fulfilling their obligations.The damage to my belongings was extensive. My desk, TV, and couch were all damaged, and the movers couldn't have cared less. When I opened a dispute for the services that were not rendered, the response was extremely rude and unprofessional. Instead of addressing my concerns, they were dismissive and uncooperative.To add insult to injury, once I filed a claim for the damaged items, North American Van Lines (Sirva) retroactively removed the insurance valuation from my order, despite it being paid for and agreed upon at the contract signing. This underhanded tactic made it impossible for me to process the damage claim, leaving me with no recourse for the losses I incurred.In summary, my experience with North American Van Lines was nothing short of a nightmare. The packing was careless, the delivery was rushed and incomplete.North American Van Lines, Inc. Response
06/20/2024
We are very sorry the claimant had issues to report from their relocation and damages to report. It is never the intention of the carrier to cause any frustration and/or inconvenience to our customers.
There were some damages but the Carrier has tried to set an appointment with an independent repair specialist to inspect/repair the goods. The claimant has not been available for that and/or has cancelled these appointments. The Carrier must inspect all damages in order to confirm carrier liability. Although we realize it may be inconvenient there are steps the claimant has to take in order for this to happen.
The carrier did not remove any valuation coverage as that is not possible. Not sure what the claimant is speaking of in this manner but the claimant did have valuation coverage, they just need to follow protocol in order for the claim to proceed.
Again, we are very sorry there were issues to report.
Review from Lisa N
1 star06/12/2024
Our coordinator, *************************, worked with us to get our move organized, or so we thought. Once the items were on the truck, we were told that we would receive our goods within 4 days (a 14 hour drive). The day before the scheduled delivery, we were told our delivery would be delayed by two days. The day before the new scheduled date we were called and informed that our things were moved to a new truck and since it all didnt fit, the overflow would be on an overflow would be on a separate truck. We have no idea when we will receive our things. We are praying for the best and prepared for the worst. Please dont use this service.North American Van Lines, Inc. Response
06/13/2024
We are very sorry for the delayed delivery and inconvenience. If the customer would contact ************ opt 4, our **************** can assist them with updates regarding the delivery progress of their shipment. Again, we do apologize.Review from Pam K
5 stars06/06/2024
Pricing, people, continued communication, care of belongings. Cant praise this company enough. Moved from ** to ***. Delivery was made the first day it was scheduled to arrive. I Highly recommend themNorth American Van Lines, Inc. Response
06/07/2024
We truly appreciate the positive comments. If the author would please contact the BBB and provide their name and registration number, we would like to share the comments with the parties involved. Thank you!Review from Peyton M
1 star05/07/2024
Our cross-country delivery was delayed well past North Americans guaranteed delivery date, but SIRVA denied it because we had our ***** pound truck full moved into a storage unit while we house hunted. The storage unit policy isnt stated anywhere on anything that I signed, but they insist that they have terms and conditions that apply to every move that arent spelled out for the customer. No wonder they have nothing but 1-star reviews and a full team of people to immediately respond to BBB complaintsNorth American Van Lines, Inc. Response
05/08/2024
We are very sorry there was a delay in delivery of the household goods. The Claimant is correct in the fact that there are terms and conditions in the carrier's tariff regarding delivery into a storage facility. This information has been relayed to the claimant and although we do apologize we are unable to change the terms and conditions of the carrier's tariff.
Thank you
Review from Sunil K
1 star04/23/2024
Used their service for an out of state move from ** to CA. Wr gave them an intial list of items that we intend to move and did not add any more items to the list. The agent we worked with give an estimate of $5500 for the move. We packed in all items in totes and stacked them in the garage. The loading was done in less than 3 hours and got no issues with the packers and they did a good job. I was sent a $2200 bill on top of the estimate a day after the load was delivered. The reason being the weight was more than estimated. I work in the engineering field and typically +/- 5% is accepatable for estimates. Worst case 10% since the agent didn't do a in person review of the items. The fact that the estimate is 40% more than what was provided is a fail. When asked about it, I got a snarky comment in response saying " When someone is set up to fail, they usually do". Felt the estimate was just to get the business. I have received similar quotes but no hidden fee. Please be careful when you get the estimates and read the fine print. Do not recommend and this is my first ever 1 star review.North American Van Lines, Inc. Response
04/24/2024
Please provide a move registration number so we can look into this. We need to confirm this is actually North American Van Lines and not another carrier. I do not find this name in our system.Review from Sarah H
1 star04/17/2024
They have people in the field selling their services and they are not vetted. They lie through their teeth to secure the business. We used their services to move from ******* to **********. The agent didnt declare that if we packed our household goods and anything got damaged they were not responsible for it. *** submitted a claim for my damaged items they are reimbursing me a dime. Ive written to the president and the company are digging in their heels. Ive used their services in 2020 and Ive had a bad experience with them. This time around I thought Ill give them a second chance. I will never use them again and wont recommend them to anyone. They are not to be trusted!!!!!!!!!North American Van Lines, Inc. Response
04/18/2024
We sincerely apologize if the claimant felt uninformed or misled in any way. Our agents do not lie to secure business as this would not be in the best interest of anyone involved.
After review of the claim settlement the review adjuster confirmed that the claim adjuster did settle the claim appropriately. Although I am very sorry that this was not in your favor, packed by owner items are not covered. The carrier has no idea of the condition of the items prior to the packing and the carrier has no control over how the items were packed and if they were packed appropriately for the stacking that must be done and for transport.
It is not expected at the time of delivery that you open each carton to inspect the items but it is expected that if there are any cartons damaged to the point that would confirm carrier mishandling that this be documented.
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