Terrible Service - Extremely Late Delivery
BananaBread
Submitted this review about
North American Van Lines
Review made Live: 1/14/2013 11:07:00 PM
My experience with NAVL has been TERRIBLE. The movers that came to pack up my apartment in MN were great - on time and thorough. Unfortunately, that is the only positive feedback I have about NAVL. My delivery window was 7-14 days. When 10 days passed by and I hadn't heard anything about an ETA, I reached out to NAVL who informed me that my stuff was still in MN in a warehouse because they couldn't find a driver. On the 14th day, they sent me an email apologizing that they would not meet their delivery window. When I called customer service to request assistance of some kind since I had already started my new job in NH and did not have my bed, cooking supplies, and enough clothes to last the estimated 2-week late arrival, they refused a reimbursement of any kind or to help me pay for a hotel because my load "was not heavy enough." Of course, they also said my load "was too valuable" to find any other means of delivery. Always a Catch 22. Best part is, my stuff has still yet to arrive. My load was picked up on December 21, 2012. The last I have heard is that NAVL does not have a driver for me, but has located one at a sister company, Alliance, who will hopefully deliver my household goods sometime AFTER January 18, 2013. That is almost a WHOLE MONTH since the pick-up date. Needless to say, this experience has been unbelievable, and I will definitely go back to my usual provider for moving services, Smart Move. I move every 6 months for my job, and being without my personal belongings for over a month is absurd. I have used Smart Move for my last 4 moves, but decided to go with NAVL this time as the quote was much cheaper. In the end, the cost will be the same as NAVL didn't do a very good job estimating the weight of my household goods, so even after they charged and kept the extra 10% at pick-up, I still owed them $100. In fact, I will have spent more when you factor in all of the temporary purchases I have had to make to get by these past few weeks (air mattress, cooking supplies, clothes...). In summary, do not use NAVL if you want good customer service, to pay the amount they quote, or want your stuff to arrive within a decent time frame.
