Thieves, Con Artists & Hostage situation
Meredith P
Submitted this review about
Northern American Van Lines
Review made Live: 7/31/2012 5:41:00 PM
What happened to me and my move has likely already happened to everyone else here--in fact, i'm sure many got it worse than me--but this was simply the worst, most humiliating service experience ever. Do not use this company for anything. They robbed me, damaged my things and made me pay for the privledge.
I got a new job and had to quickly move from Chicago to LA (in two to three weeks); I researched and received several quotes online, all from seemingly reputible companies. When dealing with 'Baron' the 'relocation consultant' at Northern American, I'd asked if there would be a visit to create an estimate after a visual inspection of my stuff; he said no need. He was super nice; we created an inventory together, I measured boxes and updated that inventory up to the day before my move, and Baron would update the 'binding estimate' that he guaranteed me would not change. I have all of this in writing. All of it. And yet, that meant nothing.
The AWFUL, AWFUL men who showed up to pack the truck sent up every warning flag there was; if I wasn't in a slightly desperate situation--AS MOST PEOPLE ARE ON THEIR MOVING DAY--I would have literally sent them packing. I could not reschedule as I was going back to LA the next day.
So here's what went wrong on the day of the move:
--They were hours late, then complained about the heat and having to be there because they'd already packed two apartments. Seriously.
--They walked in, took one look at my things and said, 'no. this will cost more.'
---------They tacked on another $800-900 upon first sight. ("But here is my 'binding estimate' including an inventory from the company," I said. They said, okay, we'll throw in free tape.)
--They charge you extra for putting super sticky packing tape on EVERYTHING; consequentially ruining those items in the process.
--Customer Service number? I was on hold with them for pretty much the all day. They'd apologize and put me on hold; they'd get me to another manager and put me on hold. Once, they hung up on me.
--The moving men refuse to do anything until you sign the agreement that you will pay them that inflated rate. Hostage. Could I have said no? Of course, but then I would be screwed. I was depending on moving THAT day.
--When it came to the movers listing their inventory, they listed boxes by number ("box"), and then generic INNACURATE descriptions of furniture pieces.
----For example, they wrote "chairs". I didn't have any chairs, and pointed this out to them. He took me to the truck and pointed out these items: they were metal plant stands. I said "Those aren't chairs, they are plant stands." He said, and I am quoting him here, "Chairs, no chairs. Don't matter." PS: while not his first language, his English was JUST fine.
------Turns out it does matter, as my television set was packed in its original box, which they tagged and listed on the inventory as "box", and not as a TV. When my things arrived in LA, there was no TV and the company said there was no TV on their inventory, and if it was listed as a box, how would they know it was a TV? So, because of that, they weren't responsible. (YES, it was on the inventory I'd created with Baron as a TV. In writing. Didn't matter.)
--All furniture was to be wrapped in blankets as a part of my package. Some pieces they simply wrapped in the aforementioned tape, sticky side to finished wood. Had to make them redo most, tearing off the finish, some pieces I missed because I was next door on hold with customer service.
--There was more from that day, but in general the whole thing still makes me sick to my stomach. They were bullies, there was no support on the telephone, and it was a completely violating experience that I had (felt) no choice but to try and make work.
--I even tipped them. I mean really, now they have my stuff, you HAVE to tip them.
The Aftermath:
--They were a few days late and showed up after dark. Different guys, different truck. In the dark.
--They will not unload the truck until you pay them and sign forms that says everything is in good condition. They would not let me see my stuff on the truck. Why would you pay them before they complete the job? Hostage. Nearly a fist fight with a man twice my size who called me names because I was causing trouble. PS: I am a woman.
--Along with my TV at least two other boxes were missing, but we can't be sure, because the inventory was such a mess, you couldn't read anything.
----my personal inventory was perfectly clear, but because their paperwork wasn't, they don't care.
--Many items broken beyond repair; many broken items could not be replaced. Puncture holes in my mattress and box spring which I paid extra for wrapping.
--They simply walked off with an $800 television--THEY STOLE THIS.
--I sent numerous emails to my customer service representatives who sent me one email saying i had to wait to see if they could find my things, and then how to contact the 'third party' insurance company.
--insurance company was a total scam as well and after MONTHS of back and forth, that included pictures, email chains, detailed documentation, they offered me $75 for the $1,000 plus damages done in the move that I paid $2,500 to have happen.
--That is unless I wanted to take the case to mediation by hiring their mediator; however I would be liable for all court costs.
Shortly after my move, after it went to the insurance company, all my emails to customer service reps at the company bounced back and nobody answered the phones.
So, there are more details I could add, but hopefully this is enough to keep anyone away. I still remember looking in that truck that delivered my items. Again, last on the delivery route that day, almost all of the truck was empty, but what was left was in crushed, smashed piles of boxes and random pieces all over the place.
There was no respect for our things, no matter how much insurance we had. I admit I made all the typical mistakes and buyer beware and all that, but this company should not be allowed to do business. They are deceiving the public and participate in criminal activity. They are not a business, they are a racket.
