ComplaintsforNational American Van Lines LLC

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was told I needed a 10% deposit to secure a price with a moving company. The company is ************************************************* and my broker is *************************. He charged 25% ( on Jan 27 ) which, in the midst of traveling I did not realize. Then on the day I needed to secure a date ( Sun Feb 3 ) because I need to sign a contract with a closing date he texted me back that he was sick and would get back when he could. I then reached out to another mover. Then ***** called me the next day and said he was ok, that he had been in the hospital but could do the move. So I continued to talk to him and gave him deposit. Then he called me ( I believe Feb 3) and said he could not do the job because he had to go to NY for cardiac surgery. So I reached out to the other company. Then he said he would introduce me to another man who could do the job, and if I did not want to continue with them he would give me a complete refund. I scheduled to meet with ***** and the other man for Monday Feb 5 and also the other mover. Then ***** called me and said he was fine and could work. I decided to go with he other mover because ***** had cancelled on me twice in a matter of days and I have a contract on my house. I texted him multiple times starting yesterday Feb 9 to get a refund and he is not answering me. So far no response. I have to give a deposit to the other mover. Please help

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I engaged in moving services with this company on August 15, 2021. They required a deposit to secure the move. At the time of reservation, I was asked a series of questions to gage the amount of possessions I was moving. During this call, I spoke with a few agents who continued to question. I advised of the size storage units by stuff was in. I was quoted based on my answers. I was told I had 72 hours to cancel if needed. As I was moving out of state and they were the only ones I had called that could move me in a short period of time, I did not have intentions on cancelling. I was also advised I would hear from another agent within 24 hours with additional questions pertaining to my belongings. I did not receive a call from anyone so I reached out directly, I was told I would receive a call back. I did not receive a call so I called again and was advised nobody was waiting to call me back.. during this call, I was transferred and questioned again. This time, they said I was severely under quoted and my costs was going to double. I was very upset with this as it was now outside my 72 hour period. I requested to talk to a manager and she stated it would not have mattered and they would take me to small claims court if I disputed with my bank. I did not continue with services as I read online peoples belongings were being held hostage by moving companies that were overcharging once belongings were loaded on the truck and actual space was determined at the time. I could not risk being out thousands of dollars or my belongings being held so I cancelled. I did not receive services and I believe this a corrupt way of doing business. I would like for the BBB to assist with obtaining a refund of the amount paid $1,018.00

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a contract and had National American pick up my stuff in ***** on August 25th, 2021 to be delivered in ********. At no time did they say it was going to be put on another truck and they had 31 days to get it there. My stuff did not go on another truck, it went in a warehouse where anybody could rifle through it. My new wheelbarrow, remote controlled fan,, a brand new laptop computer worth $830., my husband's jewelry, priceless, and a Dutch oven. They delivered my brand new 17 cubic foot freezer on its side and it had dents and black scratch marks all over it. It cost me $800. I took pictures and the mover said he was sending them to his boss and I would be reimbursed for it. They scratched up my husband's scooter and I had broken pictures and other items that were broke.He gave me a bag when he was leaving and I looked at it later and it looked like somebody's old clothing. I gave the driver a detailed list of stuff missing and damaged but have had no luck with a response. I even helped him unload a lawnmower, my husband's scooter, etc. I even gave the man a tip because he gave me a hard luck story. And it occurred to me later that he had said he loaded, drove the truck from warehouse and unloaded by himself so he was probably the person who put the freezer on its side and it should have been upright and strapped. My contract was with National Ameeican but they used Rite a way movers in ***** and I didn't find that out until about the fifth call and when I looked up the reviews on that company, I was horrified! I spent close to $6000 for them to deliver my stuff safely and responsibly. When I questioned them about taking my stuff off their truck, putting it on another truck, and then putting it in a warehouse for almost a month, they said it would be fine, they were professionals. My stuff was not secure at all and I think I should be reimbursed for at least part of it. That's why I had insurance. I believe people went through my belongings in warehouse.

  Business response

  03/09/2022

  Upon further review of ************************* file, I see she contacted NAVL to coordinate her move from ** to ** on August 8, 2021. ****** was picked up on August 25. 2021 and she told the carrier that she would not be at the delivery location and able to accept delivery until September 1,2021. For this distance move, ****** was informed that delivery will take between **** business days from her first available delivery date which was 09/01/2021. NAVL apologizes for any damaged or missing items that occurred during this move. ****** was given the claims information and directions via email after a customer service representative spoke on the phone with her on 10/03/2021. It was made clear to ****** the process on how to go about filing a claim. All services have been rendered on NAVL's behalf and ****** is not eligible for a refund at this time.

  Customer response

  06/07/2022

   
  Complaint: 16484377
  
  I am rejecting this response because:
  I never received emails about accepting or rejecting their response. I never told anybody on the phone that I was satisfied. To the contrary. I have had numerous calls with National American van lines and Rite-A-Way with no resolution. In fact, when I called Rite-A-Way, I actually talked to the owner and he basically said they did their job and thats all that was the end of it. They lied about the delivery date, never told me that my stuff would sit in a warehouse for a month where alot of people had access, and no help at all with my missing or damaged items.

  Sincerely,
  
  ***********************

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This moving broker picked up my belongings September 26, 2021 and I still do not have them. They are wanting double the amount quoted and I keep getting the run around and no one will help me. They say they have contacted me but have not.

  Business response

  01/03/2022

  First,
  
  The carrier did attempt to delivery well within their delivery spread. The customer needed a shuttle for delivery and she refused to pay for it. Per the contract, if you need a shittle for either pick up or delivery the carrier will charge accordingly. Per the carrier they attempted to deliver but the customer refused to pay the shuttle fee. The carrier waited over 24 hours and argued back and forth about the cost of the shuttle - the carrier had to place the customer's items in storage and the carrier has the right to charge a re-delivery fee and storage fees. Since we've explained this to the customer she has still refused to pay for the services she needs. Once she agrees to pay for these services; the carrier will redeliver her items.

  Customer response

  01/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Delivery was attempted and my belongings are broken and or have been spilled on.

  Business response

  03/09/2022

  Based on our records, ***** ***** was picked up on September 26, 2021. *****'s first available delivery date was not until October so that is when the estimated delivery spread she was given starts. This was in the heart of moving season when it is very busy and NAVL apologizes for any delays. From our understanding this customer has been delivered.

  Customer response

  03/10/2022

  
  Complaint: 16491365
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer response

  04/05/2022

   
  From: rainmanvicek1 <***********************>
  Date: Wed, Mar 30, 2022 at 8:21 PM
  Subject: RE: You have a New Message from BBB Serving Southeast ******* & the ********* Complaint #********
  To: Better Business Bureau <***********************************>
  
  
  

  It has been 6 months no furniture delivered my everything was stolen by this company. You need to close them down for good. ***** Vicek 

  
  
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My grandfather (***** ******* hired this moving company for me. However my address (the delivery address) and name and phone number are on file for delivery. It's been over the waiting period (21 days). Can't seem to find a location of where the things are or the name of the company who actually has them. My baby is due within a matter of weeks. As well as sleeping on the floor pregnant with a four year old. We have nothing ... or money for anything. Everything I have for the baby about to be here is on that truck. I'd like to not get the response "we don't know where your stuff is". Or the name of the company rather then "in a warehouse somewhere". PLEASE this must be delivered ASAP. My lifelong memories as well as everything except the clothes on our backs are on there. 21 days are here.::: where are my things? The trauma and anxiety from this move are overbearing. The money was paid and how does a broker not even able to disclose the name of the company where the items are located?? Delivery within the WEEK and still no answers?

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On October 21, 2021 I deposited a down payment to National American Van Lines LLC. I was told I had to place a deposit in order to lock in the quote, otherwise they could not guarantee it **** stay the same. They also told me I can cancel anytime and get a full refund of my deposit. Later that day, our corporate lawyer told me to cancel, because they would provide a mover. The very next day, October 22, 2021, I called in and cancelled. They sent me an email where I click the link and follow the online instructions. The lady from their refund department helped guide me through the process and verified they received the refund request and that in 1 week will send me my full refund. I have not received my refund to this date. I have called and they claim to pass it on the the correct department or they try telling me they sent me a refund to my email from some third party company or, lately, they don't answer their phones anymore and their voicemail is full. I am saving all my junk mail now, because they said maybe I deleted it. The lady taking my phone call said she would have them send me it again and call me when they do. That was several days ago. Now I cannot get through to them, like they blocked my number when I call. They have stolen my money at this point. I want it back!!! I expect my full $1500 refund, I want my money. This is a very shady company, someone needs to shut them down and through the owners in prison.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/12/06) */ After Reviewing the Customer File: The Customer was sent a Refund through his email on 11/09/2021. Customer Service is here at the Office 7 days a week 9AM-8PM EST Standard time. If you have any further questions please call Customer Service. Thank you! XXX-XXX-XXXX Consumer Response /* (3000, 7, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) To start, if you sent me an email on Nov 9, 2021 then you were already late, since that was beyond the 7 business in your contract. In fact, it was 12 business days. 2) A call to your company on Nov 8 the person there told me they are working on it. 3) If the email was sent, the email was not from "@nationalamericanvanlines.us", but from a third party vendor. How am I supposed to know that? And, from what the lady on Nov 30, 2021 told me, was an odd name which probably wound up in my spam folder. You could have been a little proactive and mentioned to watch for an email from this third party and that would've allowed me to add it to my safe senders list and to keep an eye open for it. 4) Nov 9 to Nov 30, 2021 and your compay didn't follow up. Your company could have sent a follow-up email reminder that I was sent refund and to check for the third party name in my junk mail. Yes, I could've called immediately, but I am either too busy at work or was giving you the benefit of the doubt. 5) I have called Nov 30, 2021 and I was told by a lady from your company that your company **** resend the email. She also said she would call me back to let me know it was sent and from what sender address to look for. That has not happened. 6) I have called since, where I immediately get tossed into your voicemail system which then says the mailbox is full. Since contacting the BBB I have not tried calling your company again. 7) Instead of playing this back-and-forth game, you could simply just resend the email with the refund link. Then I get my money and we wouldn't be here. 8) I **** call again, either Wednesday or Thursday (Dec 8 or 9, 2021). I work and I do not always have available personal time during work hours to keep calling your company. 9) If my call to your company doesn't resolve the problem, I **** be updating the BBB. I personally do not consider this closed, because you still have failed to follow up on my calls and follow through with what I've been told by your company. Business Response /* (4000, 10, 2021/12/08) */ Customer was resent the refund email. Thank you!

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Hello Jordan, Based on our conversation and what you are sending me now are two different details.I was assured by the initial salesperson that my price would be no more than $4202.64 I was never told that I had to be exact on my estimate when we agreed upon a price on October 8th 2021. But now you are trying to change the rule after I was given a guarantee that I would not have to pay any additional money for this move. You sent a receipt for an additional $892 based on what? Even if I guessed 10 boxes or 40 boxes it should not matter as long as the price was agreed upon from the start. I could be talking about shoe boxes. Yet you are trying to manipulate customers into additional charges on the backend of the contract. THIS IS FRAUD. You told me over the phone that My quote was based on space but now you are saying in the email that if an extra item no matter what size is added from an estimate that you are going to charge me additional money. I feel that your company has misrepresented your contract and it is fraudulent. I have reached out to my lawyers and my bank and have decided to cancel this moving service. I expect a full refund immediately and have asked my bank to investigate this matter on my behalf. I no longer want to be associated with your company and its deceptive practices. Please refund all deposits immediately. I also **** be reporting this to the BBB.

  Business response

  12/30/2021

  Business Response /* (1000, 12, 2021/12/06) */ After Extensive Review of the Customer's File: During the initial booking of ****'s move he provided an inventory list of 37 pieces. We provide an estimate based on the Inventory the Customer provides NAVL. During Quality Assurance the Customer added over 50 items to his inventory. If you add items we have to reserve that space on the truck for the Customer, therefore your price **** increase due to adding more Inventory. The Customer agreed and signed the Contract that states if he is requiring additional CF he must pay for the space he is taking up on the truck. During Quality Assurance he elected to stick to the Original Inventory he Provided. He called in to NAVL to cancel 2 days before his move. The Deposit is non-refundable due to us having to reserve the truck, space and, Labor. If you have any additional questions please contact Customer Service, Thank You! XXX-XXX-XXXX. Consumer Response /* (3000, 14, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello BBB Staff, This response is a total fabrication of the facts. I was given an initial overview of what I could expect to have for the move a month prior to packing(October 8th, 2021). There was no possible way I could have known how many items they I would be shipping prior to that. National Van Lines told me my move was based on space and now they are admitting the fallacy of their deceptive practices. Because the number of items are not what I should be charged for because how would they know if I was talking about 30 or 50 shoe boxes if they item amount did change. They stated they would call me 3 days prior to the move just to confirmed a "quality control check" not an inventory check. Please look at all of the previous complaints about this company and it is this same deceptive practice that they had repeated over and over again. I wish a total refund of all my money from this company. I do not trust them. Even in the Federal Motor Carrier website they have held customers property as hostage in order to exact exorbitant fees unto the consumer. I was assured by the initial salesperson that my price would be no more than $4202.64 I was never told that I had to be exact on my estimate when we agreed upon a price on October 8th 2021. I was given a guarantee that I would not have to pay any additional money for this move. They sent a receipt for an additional $892 based on what? Thank you..... Estimate Date: 11/02/2021 Move Type: Residential Long Distance, 1723 miles Estimated Volume: 574 cf. (4018 lbs) Estimated Rate: $4.00 per cf

• Initial Complaint

  10/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I received a quote for use of 643 cubic ft to move items. Including loading, driving from Cali to Okla, then unloading at destination. When they arrived to pick up items they indicated we needed to pay $2,200 more for a total use of 1,300 cu ft. When we stated to just load items and use the original 643 cu ft and don't more. They decline stating we have to agree to the new quote and refused just to load the 643 cu ft of space and left and stated they don't want to do job. 669 cu ft = 14ft box truck to give you an idea of area. However the scam was I bringing a 26ft box truck with higher ceilings and then saying they can't stack and you would be paying for the air space above. When I called company about the $1500 deposit they said I can't get back because I refused job. I ended getting 16ft truck (800 cu ft) drove from ok to ca to pick up my sisters stuff and we fit everything in it with room to spare of all the original items they said they needed to charge for 1300 cu ft to fit.

  Business response

  12/07/2021

  Business Response /* (1000, 17, 2021/12/07) */ After extensive review of the Customer file: That is not true the Carrier did in fact offer to load the estimate NAVL provided for them. But due to personal matters that we don't feel comfortable speaking about on a public platform the Husband's aggression made the Carriers feel very uncomfortable. Even after the Husbands aggressive behavior, we did offer to send another truck to the Customer's residence to load the estimate but due to the Husbands aggression he refused another truck being dispatched or to allow the Driver's onsite to perform the move. Due to the Customer refusing service and not allowing us to send another Truck to get their items loaded, the Customer refused service. The Deposit in non-refundable. If you have any further questions please contact Customer Service, Thank You! XXX-XXX-XXXX Consumer Response /* (3000, 19, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The husband was in jail and we have documented proof showing that he was in jail until 12/3/2021. There was only 1 female at the house. It is a blatant lie of what is stated above since there was no husband there at the property, Nor did they speak to any male. They left refusing to load the items quoted saying what was quoted would cost more and when we told them just to load what would be considered the sq ft quoted, they said they aren't going to allow us just to choose certain items and pick and choose. We have to pay more and load all the items. They are the ones that refused and just left. The move was for that day and/or the weekend is what I stated to to the company prior to the deposit. They offered to dispatch a different truck in maybe a week or so , they couldn't guarantee a date or time and I (a female ) told them the move had to be that week or weekend as stated prior to me putting down deposit in the first place and they needed to make this right since they are the ones that dispatched the movers. They again stated they can't guarantee the date and time and now price was being thrown in the air of an unknown , so we had to move it on our own and the items that was stated in quote fit in the square footage the company stated wouldn't fit. The company lied about the quote even though we gave them exact items and then wanted to charge $2000 more for exact items on the list.And as previously stated we proved the items would of fit. The company dispatched a shady company that tried to take advantage of us and then left on their own and refused to do the job. The company did not provide, and could not provide service on the specified dates agreed upon when placing order. The company lied about an aggressive husband that they never spoke with and was not associated with the booking. The company should be held accountable for who they dispatched and held accountable for not being able to provide service on the dates agreed upon. The company should refund the deposit since they refused service on the dates agreed upon.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a move on august and I paid $1000 for this reservation, I originally tried to cancel 2 days ahead of the move, i did not know about the cancellation policy of 3 days ahead because of the misleading person who talked to me on the phone and when i was trying to read the contract he was rushing me so much to sign. They did not want to refund my money despite i did not use any service and I canceled 2 full days ahead. They told me to put it on hold so I wouldn't lose my Money, i did so teice but i **** not be moving at all, i need my money back , my $1000 back, they literally stole it for nooooo service at all, the truck never even moved from its place.thank you

  Business response

  11/03/2021

  Business Response /* (1000, 6, 2021/10/06) */ After reviewing *****'s file it does appears ***** reached out to NAVL on 08/21/21 and asked to cancel her move, we stated that the deposit is none refundable. We have already allocated funds to s carrier to pick up *****'s items. We told ***** when she elected to cancel she would be loosing her deposit per the contract she signed. If you have any further questions please contact customer service XXX-XXX-XXXX. Consumer Response /* (3000, 8, 2021/10/06) */ ***Document Attached*** I even tried to cancel 5 days before the original pick up date so i was way more than 72 hours before the pick up date. I attached here an email from their support team to me saying that I was canceling 5 days before the pick up. Business Response /* (4000, 10, 2021/10/11) */ The Customer Contacted NAVL on 8/17/2021 to Coordinate a move for her. After looking into when ***** contacted us again to cancel her move it appears she contacted NAVL to cancel her on 8/21/2021 at that point, ***** was then out of her 72 hours grace period as well as the move was to take place within 5 days. Her pick up window consisted of 8/24/2021 and a back of date of 8/25/2021. As it states in our contract that ***** signed and agreed to upon booking: inserted below is the section of our contract that states the cancelation policy that ***** read prior to signing the estimate with NAVL. Right above where the customer is supposed to sign states: Cancellation of Services: as a Customer, I agree to pay the total charges for Household Goods Broker services to be provided by National American Van Lines. I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons my grace period for a refund is only 72 hours. I understand that if I cancel my move after 72 hours, I am only entitled to receive a credit for my deposit for a future interstate moving service within a 12-month period from the date of cancellation. If pick up is refused by the customer for any reason, the deposit is then forfeited. No matter how much time has passed ***** originally signing the National American Van Lines Agreement, should you elect to cancel within (5) days of your first available pickup date, your deposit is non-refundable. All deposits **** show on bank statements as National American Van Lines. Therefore; after reviewing *****'s file yet again, she is not eligible for a refund, only a credit for a future move. If you have any further questions please do not hesitate to contact customer service. XXX-XXX-XXXX Consumer Response /* (4200, 12, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried to cancel 5 days prior to the move so I was within the grace period of 72 hours Business Response /* (4000, 14, 2021/10/21) */ NAVL contract states you have a 72 hour grace period from the day you signed the original contract with NAVL to cancel your move. At the time of this customer contacting customer service to cancel her move, she was way out of her 72 hour cancel period. *****'s dated were for 8/24-25/21, ***** contacted NAVL customer service on 8/21/21 to cancel her move; therefore ***** tried to cancel her move within 5 days of her move date, at that time the deposit was already allocated towards her move and the deposit is none refundable. ***** is not eligible for a refund. If you have any further questions; please contact customer service. Thank you.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  National American Van Lines was hired by my wife and I as a moving broker to coordinate the move of our goods from Portland Oregon to Lexington Missouri. NAVL offered an initial big to do our move for approximately 4500 dollars. At that time, they required a deposit that after 72 hours was not refundable. Then, later, they raised the bid from 4500 dollars to nearly 7000 dollars. When I told them I couldn't afford that, they said that the deposit previously paid was non refundable. Over the course of the last 6 weeks, the company has lied, repeatedly, about too many things to list, including various laws between them and the carriers. The carrier they hired, East Freight Logistics, never issued a bill of lading. It is 33 -business- days since we left Portland, and there doesn't seem to be any resolution in sight. We have asked repeatedly for a refund and been refused. I have asked for proof of where our deposit was spent, and been refused. We want our stuff delivered, or money back.

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/10/11) */ After an extensive review of the Customer's file: We are actively working on reaching out to the Carrier regarding our mutual customer and finding out what the delivery update is per the customers request. We do understand the frustration of the customer but NAVL as a Moving Coordinator office has followed all procedures to reach out to the carrier to get an update. NAVL coordinates picks up and assigns a carrier best fit for the customers move, at the time of coordinating this move the carrier assigned to the move was best fit because they had constant routes in and out of OR. Unfortunately, the carrier is back logged on deliveries at the moment and that is out of NAVL control. We do not participate in the physical move as stated before we only coordinate the pick ups and advocate as much as a broker can. NAVL is actively following all procedures they can as a Moving Coordinating Office, we have no control over when deliveries will happen, or when her route will be scheduled for delivery. There are no guarantees for any delivery dates, we can not guarantee delivery dates as a Broker, never have and never will. All NAVL can do is continue to advocate on behalf of the customer and do what we can to speed up the process of possibly getting our mutual customers items out for delivery. Please understand it is not only your load that is delayed but many customers coming from your state. If you have any further questions please contact customer service and we will be happy to assist you to the best of our ability. Consumer Response /* (3000, 13, 2021/10/25) */ This matter has been taken up by federal authorities and no further communication between myself and the company is necessary, but the matter has not been resolved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩