North American Van Lines

This was the worst moving experience I've ever had. First - the day of my move out, they failed to show up. I had to call the owner of the franchise to get information because the local office wouldn't speak to me.

First they told me a moving team could come out on Sunday. I told them that wouldn't work because I had to be out by Sunday, not to mention I scheduled cleaning team for Saturday.

After waiting to hear from someone I made several calls again, to the main office, explaining what was happening. A couple hours later (Friday) they called to say a team would be there on Saturday morning at 9:00 a.m.

9:00 a.m. on Saturday morning turned into 11:30 a.m. The team arrived in an Enterprise rental truck without the proper packing materials or crates for movement. They smelled of alcohol and admitted they'd been drinking. And then continued to consume alcohol on their breaks.

I knew I wouldn't be able to contact anyone in the main office, so I let them do what they needed to do. It was a mess. They put blankets on the wood floors, which ended up being a safety hazard because they slipped when they were walked on.

I did the majority of the packing but had relayed to the agent that came out to my house a few months prior, that I would not be packing items that would not fit in the packing boxes. They did not have enough packing materials to take care of the larger items and started using my boxes to make-shift cardboard to cover the bigger items.

They waited several hours for their boss to show up with mattress covers, they nearly broke my sleigh bed frame because they had no idea how to take it apart. They were trying to unscrew and pull staples that were not supposed to be removed. Thankfully my daughter was there to show them how the bed came apart.

I talked to the supervisor on the phone and asked when he would bring the packaging supplies the team was in need of, including the mattress covers. They had been waiting several hours. I told him they needed more brown paper and some boxes for the items I couldn't pack. His response to me was, 'if you pay for them'. At that point I was ready to get in touch with Todd King, the owner. The team asked me not to do that because the local company was already on some sort of suspension. That did not surprise me!

They didn't finish until 10:30 p.m. and began to leave without a mattress they left on the porch. My daughter ran after them and they told her it wouldn't fit and they'd get it the next day.

The supervisor drove his personal truck because the he couldn't get a truck from the warehouse because it was locked up. I have no idea yet if my mattress will be delivered, or the condition my household goods will be in when delivered.

I was beyond stressed as this an out-of-state move. I have not had delivery yet because I had to store my things until my new house is ready. The local storage company at my new location called to ask how I plan to pay. I certainly expect a significant discount from the home office.

I would never recommend this local company for moving services.

I’m so disappointed with North American Van Lines. I can’t believe they are in business today. Don’t use them. They are horrible. We contracted with them and they loaded on the date specified. My phone with a credit card went missing and was located in the cab of the semi. They were supposed to deliver the furniture on the 17th of June. Their contract gave them a ten day spread. When the 26th rolls by and after several calls to them with promises they would get back to me and I would have to initiate the call, I was told it would be July 2. Then when that didn’t happen I was told July 6 and now after contacting them I’m told no earlier than the 15th. I don’t believe it’ll happen on that date either as they can’t guarantee it. The belongings are of two people in their 80’s. When discussing compensation for this horrendous delay I was told to buy an air mattress for them and they would compensate 50% of it. Really??? You’ve got to be kidding me. Their contract is full of outlandish charges if you don’t full fill their terms but nothing is stated if they don’t fulfill theirs. My parents will have been without their belongings for a month IF they deliver as stated now. Unfortunately I don’t trust them nor believe them. Most likely legal action will need to be taken just to get their stuff This is not right and no company shout e allowed to prey on their customers like this.
We have made numerous phone calls to this customer service number. Tracy and Donna know me well. This isn’t a new complaint but an issue that has been going on for a month now.