ComplaintsforNational Van Lines, Inc.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is regarding issues with National **************** *** from ******************************************************************** that is part of National Van Lines. A claim was submitted on January 2, 2024 and I have been coordination with ********************* with a phone number of ************. I have received emails from the address *************************************** and there is an another email listed which is *************************** The claim process is still ongoing and some of the comments made on some items in DPS include "These are deferrals, NOT denials; have not yet proof/verification (photos) of damage, which was not noted at delivery." This information has been provided weeks ago, but as of April 11, 2024 the message still exists. Other items stated by *********************** included statements of not being notified of damages during delivery (which some were) and some offers are for items not of the same size. Ultimately, the process has gone no where for multiple issues. It takes an excessive amount of time for ****************** to reply and address issues and there is a lack of accountability and ownership of issues. There has been numerous contacts made, but zero results since January 2, 2024.

  

  Business response

  04/12/2024

  TSG West, 

  Thank you for bringing this matter to our attention. 

  I will personally be reviewing our internal processes and working with the Claims Adjuster assigned to your shipment. You will be hearing back from our office with an offer on your claim immediately. If you have any questions, please feel free to contact me directly at **************. 

   

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon delivery of our items the workers had opened their door and hit the mail box and damaged the mail box and pole. In the pictures provided you can see the mailbox is now no longer fully attached to the pole and the pole itself is slanted now. Upon notifying the driver and workers they stated that they could pay $20 cash right now in order to not do the claim. We refused and they said they would not do a claim and said that we should not bother calling because they wouldn't do anything. They also were very forceful with signing papers stating there was no damage and that this was needed in order for them to leave. Very upset about the situation. Upon calling customer service and speaking to ************. She stated they could replace the mailbox and that that was it and seemed not to care how their employees treated customers that just spent a large sum of money.

  

  Business response

  03/15/2024

  After conducting a thorough investigation, it has come to our attention that there were two phone calls made: one from you, followed shortly by one from your husband. During the discussion, it was communicated to you that a replacement mailbox would be arranged. We have already reached out to the address the improper behavior of the driver. We are committed to resolving the issue effectively and efficiently. The last communication was on March 14 regarding the replacement of your mailbox with Claim # I-24/009. Attached is a copy of the communication sent by Ms. ****

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the moving company to deliver my belongings to my new home from NY to **********. I was charged $18,895.90. Some furniture items didnt arrive but most importantly my jewelry box and its contents of valuable and sentimental items. Im also missing another item precious to me bubble wrapped in a shower rod to protect this item. In addition some art work (3 so far) that had been carefully bubble wrapped were delivered with broken glass as well as 2 ******* glasses, also bubble and paper wrapped in a box. They didnt inform me that they would be making another stop along the way or would transfer items from the moving van to a U-Haul. Nor did they inform me of special packaging valued items until I complained it was missing. I did nothing wrong. Im a victim of their incompetence. They put a trace on these objects over a week ago and I am holding out little hope I will be reunited with my furniture or more important my jewelry. This is completely unacceptable unprofessional and fraudulent and it has left me devastated. No amount of money can replace what theyve taken from me but its a start. I would also want them to complete the move by finding my lost objects that I reported to them. Im hoping the BBB can add some pressure.

  

  Business response

  11/20/2023

  Dear *************************, 
  We are actively working to resolve the situation. Upon receiving your initial complaint, we initiated a trace notification to the other customers who shared the trailer with your belongings. It's important to note that the trace process is ongoing, and it has only been a week since it was initiated. We are committed to diligently pursuing every avenue to locate your missing items. Our investigation discovered that your move involved two additional drop-off locations at the destination. We will advise you of the results of our trace, once complete. 
  
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  National Van Lines is a horrible company. I would rate them less than 1 star. Hired and paid them over $10,000 for a move from ** to AR. This was a total nightmare. I would never suggest anyone use this company. First off the price of move included taking furniture apart and reassembling at final location. The move started off on the wrong foot from the jump when they arrived at AZ address with too small a truck so it actually took 2 shipments. We received our first shipment in AR. Little did we know the movers failed to assemble multiple items and lost the parts so the did a half a** assembly to make it look like bed was put together properly. Then we didnt receive our second shipment for approximately 6 weeks later as they kept telling us they didnt have a truck coming our way. When they finally did arrive with 2nd shipment our load was at front of truck. The driver complained he didnt want to scratch his semi so he refused to bring items down to our house and unloaded at the side of the highway. To add insult to injury he asked to use my sons truck to move items from the side of the highway to our house and my son and I were forced to participate/ move our own items. They did offer to make up for this when I called to complain by sending me a hundred dollar gift card which I feel was total ********. During 2nd delivery I also watched driver drop a box labeled ***** right in front of me. When I asked if that was my box he said, no that is going to SC. Thank god it wasnt my *****. I wouldve been ******. Just shows their lack of concern over peoples items. I asked the driver for a list of my items to which he could not produce, so who knows if I got all my items or not. When I filed a complaint about damage to several items they offered a measly settlement of $326 dollars. This wasnt even a fraction of the damage that they had caused. Again missing hardware for bed, missing parts for a rowing machine, damaged grill, ect I asked ******* claims to speak with a manager and request was denied.

  

  Business response

  11/14/2023

  ****************, 
  Upon careful consideration of your concerns, we aim to offer clarifications on the specific issues raised. Regarding the bed assembly matter, it has been noted in our records that you mentioned having already repaired the bed before our inspection. This poses a challenge in accurately determining transit-related damages. Our commitment is to address all claims impartially, and your cooperation in facilitating a prompt assessment of damages would greatly contribute to this process.
  
  Concerning the rowing machine, our investigation indicates that the claim form specified a broken wheel. Subsequently, we conducted a thorough assessment of the cost of a replacement wheel and provided a settlement accordingly.
  
  Regarding the grill, our examination of the images you submitted revealed no discernible physical damage to the exterior. It's crucial to underscore that internal damages are not eligible for compensation unless visible external damage aligns with the regulations outlined in our Tariff, as per our ****************** file.
  
  Turning to the comment attributed to the customer's adjuster, when expressing a desire to speak with ******************** manager, she adhered to our company policy. This policy entails customers outlining their disputes and submitting them for a comprehensive review by our Management Team. Unfortunately, as of now, no formal submission detailing the raised concerns has been received.

  Customer response

  11/16/2023

   
  Complaint: 20845480
  
  I am rejecting this response because:

  In regards to the bed and frame that was put up haphazard missing parts. As the receipt I provided to your company it states parts for this bed are no longer available, so you or your company would not be able to properly install without the parts your movers lost in the move. Secondly I had to make my own repairs due to having guests. This was a guest bedroom set and if I would have left the bed in disrepair it would have been a safety issue to my family who is visiting us at this time.

  in regards to the row machine, it was missing not only the wheel but also handles for the machine. The only part of the exercise machine we recieved was the seat. By paying for a broken wheel you did no Justice. You cannot use this machine without the handles, wheel, and all attaching parts.

  as far as the grill, just because it shows no visible exterior damage does not mean it was not damaged in the move. The grill worked fine a week before your movers packed in onto a semi like an overpacked jenga puzzle just to try and fit all the items.

  I would also like to discuss with your management why we paid over $10,000 for the move from AZ to AR and when a portion of the move arrived the semi driver asked for me and my son to use his truck to move items from beside the highway where they were unloaded to my house. Me and my son used his pickup out of the goodness of our heart to complete the move. We didnt want the driver to suffer a heart attack. When you pay that much money for a move you expect the company to complete the move as stated in contract. Are you going  to reimburse me and my son for our time and gas wear and tear on vehicle. Your company is a nightmare. I just want to be properly compensated for what I was promised.
  
  Sincerely,
  
  *************************

  

  Business response

  11/20/2023

  Greetings,
  We would like to inform you that the identified issue has been successfully addressed and resolved.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  National Van Lines and their agent, ********************* (collectively "NVL") engaged for move from ** to TN. Agreement included pack and move two **'s. Upon arrival, I was informed by NVL personnel that they did not have a box to fit my 75" **. They said they would wrap in blankets / shrink-wrap it and it would be fine as this was typical approach to moving **'s this size. Once unwrapped, damage on the front of the ** was observed and documented by plugging in and turning on the **. Damage claim was submitted. Since that time, NVL claims personnel have sought to evade responsibility for my claim. Responses included:1. Initially denied the claim because they did not pack the **s. Documentation was provided showing I paid for packing of the **'s and they in fact did pack the **s.2. Second response was they gave me with an estimate to crate the large ** that I had refused. No estimate was provided to me, and I responded as such and asked them to forward me a copy of the estimate if they had one. No documentation was provided. Instead, they moved on to their third different reason to try and deny the claim.3.Their third and final response was that their review of the pictures provided showed no external damage to the ** and they, therefore, had no responsibility for internal damage not caused by external damage.I responded to NVL on September 12, 2023, with feedback I received from a television professional who noted that the pictures provided showed clear evidence of external damage to the ** screen. I also offered NVL to have the ** inspected by their own representative. I requested a response from them by September 22, 2023. To this date, no response has been received. I followed up with them on September 25, 2023, with a request they identify anyone who should receive ******* of ******* for my legal claim and also informed them I would be initiating complaints with the BBB. I have yet to receive any response to the last two communications.

  

  Business response

  10/10/2023

  Following a thorough review, National Van Lines has determined that we will honor the replacement of ********************** television. Please expect further communication from our team regarding the replacement process and any necessary steps to facilitate this. If you have any additional questions or require further assistance, please do not hesitate to contact us at **************************************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In November 2022, our Household goods were transported by National Van Lines from ** to **. The driver, ****, did not have appropriate forms with him at the time of delivery so using the inventory list, we identified a couple of visible damaged items on the form I signed accepting delivery. He told me to contact the office, which I did and submitted a claim on 29 June 2023 for $390.00. On July 12, I was told via email that they would not pay as not noted on delivery papers. I sent pictures and a copy of the paper I signed with some of the items damage noted. They continue to say that they will not pay for any damages because they were not written on delivery papers. This is not true. I did note what I saw at delivery and took pictures to confirm as we found other things as well. The overall bill for transporting our goods was over $10000.00 The claim I made is very small in comparison. I do not believe they even tried to contact the driver.

  

  Business response

  10/10/2023

  We want to inform you that your claim has been processed as of September 20th, and our team has reviewed all the documentation and evidence you provided. If you have any further questions or encounter any issues, please do not hesitate to contact us at **************************************

  Customer response

  10/18/2023

  Complaint: 20599182
  
  I am rejecting this response because: On 20 September 2023, I received an email that the claim would be paid.
  On 5 October 2023, I sent National Van Lines an email, asking if we should expect a check.
  They immediately responded that I should.
  To date, 18 October 2023, I have not received the check.
  Until I have the check in hand, this complaint is NOT closed.
  
  Sincerely,
  
  **********************;   

  

  Business response

  10/18/2023

  Our team is currently collaborating with the ********************* to facilitate the reissuance of the check. Attached, please find a copy of the original check for your records.

  Customer response

  10/19/2023

   
  Complaint: 20599182
  
  I am rejecting this response because: I have not received the check. I believe they sent it but it was lost or misplaced getting to me.  Therefore I await the new check and as soon as I receive it this case can be closed.  Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The moving company ask for an itemization prior to coming to the house. I provided an itemization. When the actual movers arrived, they commented several times that the items, based on estimated weight were far, far less than the written estimate and contract amount that the moving company required a commitment for in writing prior to the move. Essentially, the moving company gave an extraordinary over estimate that they made into a contract. What's appropriate that some reduction in the cost is made based on the information provided by the movers when they arrived that there was far less weight than National wrote into their contract. The way they did this was a "gotcha" move.

  

  Business response

  09/21/2023

  ****************** has a Binding/Guaranteed Price estimate with National Van Lines. The weight of his shipment was estimated at **** lbs. based upon the list of items that ****************** provided to the Salesperson (Table of Measurements). Please see attached signed documents. 

  Customer response

  09/22/2023

   
  Complaint: 20588050
  
  I am rejecting this response because:

  It's not legal to make a contract based on I correct information.  Make an adjustment to the cost and refund me at least $1,000.00 or I will easily turn this matter over to my attorney who will litigate this matter until it's finished and I am compensated. I will pursue this with aggression. 
  
  Sincerely,
  
  **************************************

  

  Business response

  09/26/2023

  ****************** provided the list of items. He signed the contract that states, I waive my right to have a virtual or physical survey of my goods performed.
  If ****************** would like to request arbitration he can visit ******************************************

• Initial Complaint

  07/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are moving to *********, **. *********************** was the National Van Lines sales ******** was knowledgeable and helpful. This was our first out of state move and ****** shared with us why we shouldnt go with some of the other companies who were quoting us less than National. He said a reputable company will not charge u money at the beginning, middle, and end of move. I think the fact they didnt have any of our money they had nothing to lose in leaving us hanging when the driver assigned to our move had a health emergency. We had agreed upon a date of Friday June 30th for the move. That morning ****** sent a text asking how the move.was going and we told him no one was at our house. He followed up later saying the driver had a heart attack during the.night. We.were hooked up with a contact named ***. We called.her for updates a couple of.times. I think she was getting annoyed. She said I dont have any new info but how bout I call u each hour with update. This went on til around 330 when she and ****** said they think they "have everything needed for our move to happen Saturday". (Text attached)We felt a ***********************. When I hadnt heard confirmation at around 530 I attempted to call ***. She said we are still working on your situation. I said so u dont have a driver assigned for ***. and she confirmed no. I kept getting "OUR OPS BRIDGE IS WORKING HARD ON THIS SITUATION". At 730 pm we made the decision to call their inept bluff to resolve the situation and started calling for.rescue moves. We were going to be charged.for every hour we we were in the home after 9 am Sunday since that was agreed upon time to be out of home. I attached a couple of receipts from other company that only provided half a truck and 2 men. We had to find some workers who only took cash and had to rent 2 uhaul trucks on top of that. We had to figure out move of baby grand. Would love to finish details over phone if possible with someone. Please call ************. I dont wish this on worst

  

  Business response

  07/17/2023

  ************ is correct, our driver has a heart attack the night before he was to pick up her household. 

  As soon as we were made aware of the issue we contact her at 9am CST. We did everything within our power to get another driver to pick-up her load; however, because it was June 30 - peak moving season - all of our drivers where busy with other moves elsewhere across the country. We understood that the customer needed to be out of the house by Sunday, July 2, in the a.m. 

  Our team continued to worked into the evening of Jun 30,trying to work out a plan. We kept her updated throughout, in fact, as of 5:15pm, she was receiving text messages every 30mins from our assistant vice president of customer service, attempting to keep her updated. At 7:45 pm on June 30 we had secured a hauler, we were waiting on a second hauler to assist with the pickup scheduled now for July 1. 

  At 8pm ************ messaged our assistant vice president of customer service saying she was going with another company. 

  Ultimately, we did not do business with ************. This was her choice. She did not allow us the necessary time to make it right. We do not have drivers waiting around to cover when a medical emergency happens. They are working on other shipments. 

  We apologized for the situation that was out of our control,  we did our best to fix the situation in under 15hrs, however, that was not to **************** satisfaction and she canceled. 

  Since we did not do business with ************ there will be no further action taken by National Van Lines. 

  Customer response

  07/18/2023

   
  Complaint: 20325898
  
  I am rejecting this response because:National Van Lines signed a contract to get ** out of our house on said date Friday June 30th. They did not meet this requirement.  I have shown the paperwork and communication where ****************** our sales rep confirmed Friday June 30th.  Anyone in their right mind who was under a time constraint to be out of there home, would not let more time slip by, from the company(National) who couldnt come up with 1 truck driver. Then after a whole day of "trying" to locate a driver and having no luck, and only after I call telling them that I wantna resolution, then them saying they have located 2 drivers and trucks that coukd pick our stuff up Saturday.   Its interesting to hear in this most recent response, by the way, that they had located one truck and were looking for a second.(Thats admitting to lying to me on the phone).  I did call their bluff by saying I was going to try to find another company.  This is by no means because I wanted to but anyone could see that National was not to be relied upon and we would have been foolish and have gotten more screwed had we waited for Saturday for 2 drivers and trucks when they couldnt come up with 1 driver and truck on Friday.  They out us through unnecessary stress. I think I would have respected them and not had as difficult a time with the situation if they had been honest from earlier on and told us they were more than likely not going to be able to do the job so we could have had more time to find another company that could.  Instead they kept dragging things out. They could have at any point sent their" furniture/item truck packers to our house to start getting stuff together for a truck to arrive Saturday. They kept saying they had these guys available but no truck driver. We asked why the packers couldnt come over to start work while waiting to find a driver. That would have instilled confidence that National would come through and we wouldnt have felt tremendous pressure, stress, uncertainty, etc.... Needless to say the fact they feel they did nothing wrong and handled the situation to the best of their ability says everything about the company.  I will be writing up a poor review for them  if they can't come through with some sort of resoultion to our PTSD from a most horrendous move that came about because of their inability to provide customer service in a bad situation.  We all know how one bad review can spread like wildfire and cost business in the future.  I have mentioned that a fair resolution would be for them to provide a move of our stuff to our new home from storage or to cover the difference between what they quoted us for the move and what we ended up paying.  I have already shared with a few of my coworkers about my.experience and they can't believe it. They have all agreed that National didnt do "everything they could" to try to fix the situation. As, I stated, I had asked them in text if they had thought outside of the box to work with other moving companies to coordinate a move, maybe get a driver from another company, send ****************** to start helping organize the move etc....... I shouldnt have had to suggest these things to begin with.  All I got in response is the same manufactured response," Our operations is working tirelessly to find a driver"  I am sure you can agree when there is no action and just continuity of the same statement after we were told by both the salesman and customer service person that they had found a driver and truck mid day Friday and then in next update from.company find out that we were misled or lied to and still no driver.  That pushes a person to make a choice to cut ties because National can't be trusted to deliver service they contract to provide.  I hate that I have had so much time wasted in writing these complaints but there needs to be an attempt at customer service. These moving companies need to be held accountable for the contracts they sign and provide actual customer service.  The bottom line is due to the lack of customer service and inability to resolve a situation within their company to meet the contracted needs of their customer led to me having to leave the contract to find another company that could deliver. Afterall, I not them.was going to be held to $100/ hour past 9 am closing contract out time on the home we were moving from. Thanks for listening. What do u think is reasonable action here? I would love to hear it

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

  

  Business response

  07/18/2023

  We apologize for a situation that was out of our control. Our driver had a heart attack.

  We had no backup drivers to send to her house on June 30. Throughout the day, June 30, we attempted to secure two new drivers for her. We received confirmation of one driver at 7:45 p.m.. While waiting for confirmation of the second driver, ************ canceled her move with us.

  Since we did not do business with ************, no further action will be taken by National Van Lines. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a call the day before our cross country move date to try to get me to reschedule which at that time I made them aware that I could not.CS stated that no one accepted this load until the night before.The crew showed with no packing materials. A moving company with nothing to pack the kitchen, and artwork even after I did a video call inventorying kitchen and paintings. ***** the leader who arrived first at 7:50am, quit and drove off at 9am and never came back.After several calls to ******* in CS I came up with idea myself that the two workers who were left go to ********** and buy materials. There was no mattress bags/covers even after I did a video call inventorying bedrooms. Other furniture was placed on the truck unprotected which I made them pull it back off, and repack After 8 phone calls with ******* in CS, **** (her supervisor) made me aware that this case had not been escalated. Even after the leader walked off the job, and with a crew too small to do the job, and no packing materials. So all the phone calls to ******* saying they were escalating to Operations was not true. Several items were loaded with insufficient protection. Shrink wrapping alone does not protect furniture from a long distance move. When workers shrink wrap their hands go right through when they carry the items leaving them open to dirt and insects etc (I have pictures that were taken inside the truck to verify)****, (CS supv) said that they would take the truck to their **************** to re-pack properly things that had been improperly pack. Several items were left behind because there was insufficient packing materials and boxes. Coffee maker, knife set, tea pot, cookware etcPaintings were put between mattresses instead of being boxed and protected. It took a 2 person crew 13hrs which put us a day behind on our relocation plans. I wanted to deal with National Van Lines exclusively. When 3rd or 4th parties are brought in this is what happens.

  

  Business response

  06/22/2023

  ************** was compensated $400 for delay and supplies (that we're not purchased by him, but by our crew). Our vice president of customer service kept him informed of all adjustments and movement of his load.  

  Customer response

  06/23/2023

   
  Complaint: 20218050
  
  I am rejecting this response because: it is a lie. Please see the response and justification for the mere $400 aforementioned. It had NOTHING to do with materials. It was for property that was carelessly left behind and not packed by National Van Lines. Furthermore I disagree with their assessment of my property. 
  
  Sincerely,
  
  *************************

  

  Business response

  06/26/2023

  **************,
  
  The $400 credit is based upon the approximate value of the items which were not included in your shipment/were not moved. I shared those pictures with our Claims Director, and he has placed the approximate value at $300. We are providing an additional $100 for the delay/inconvenience because we realize it ended up being a longer day than expected, on loading day.  
  
  Normal delay compensation, as outlined in our interstate tariff, is $50 per day but we were able to increase that to $100. 

   

   

  Customer response

  06/26/2023

   
  Complaint: 20218050
  
  I am rejecting this response because: they originally said the $400 was for packing materials that I did not furnish. Then when I produced an email from NVL proving that was not true, they simply copy and pasted the email I sent as their new response. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted a move through National Van Lines from **************** to ******* in April of 2023. Our Pick up was on 5/30/23, and our delivery window under the contract provided by National was from 6/6/23 to 6/13/23. Our Bill of Landing is 342997.We received a very small amount of our belongings within the provided window. But as of today 6/15/2023, we are still waiting to receive 3/4 our belongings. National Van Lines has breached a contract that it set in place.I have tried several times to inquire when our stuff would be delivered and as of yesterday, our stuff is supposedly sitting in a warehouse of the brokerage company. Im being told that National doesnt have a driver for our stuff. Even though I booked this move in ****** I have tried on several occasions to deal with customer service but they have zero answers, only excuses and nothing seems to be done, and National is making no progress. This situation is getting incredibly frustrating. It seems that we will probably never see our belongings ever again. We had many thousands of dollars worth of personal items, fitness equipment, etc. and its now gone. We had a contract with National and they accepted a move and gave us a pick up and delivery window under false pretenses. This is now costing us many thousands of dollars more in expenses because we don't even have our essentials to live. We moved across the country trusting National Van Lines and were taken advantage of. The breach costs me additional funds and resources that I shouldnt incur. National has breached its own contract and is ignoring the situation, I dont find that to be the right way of handling customers, and it is highly unprofessional. Not a single person at National Van Lines has been able to help us. We have a family with kids and all of our stuff is now lost.

  

  Business response

  06/16/2023

  We sincerely apologize for the delay in delivering the overflow portion of your items. We genuinely understand the inconvenience this has caused, and we want you to know that our dedicated Operations team is working tirelessly to ensure the items are promptly picked up and delivered to you. Unfortunately, the entire moving and storage industry is currently facing an unprecedented driver shortage during this summer. This unexpected situation has affected our ability to fulfill the agreed-upon delivery timeframe for your items. We genuinely regret any inconvenience caused by this occurrence, and we want to express our heartfelt apologies for the inconvenience you've experienced.

  Our **************** team has shared compensation options with **************. He has been kept updated with the extended, estimated delivery spread of 6/16-7/1, subject to change. Two of our Vice Presidents are involved and working to the best of their ability to get this resolved. 

  Customer response

  06/19/2023

   
  Complaint: 20189045
  
  I am rejecting this response because this answer doesnt do anything to fix the situation me and my family are now facing due to *** incompetence. The amount offered by *** doesnt even begin to cover the amount of expenses (both financially and emotionally) we have had to incur due the *** breach of contract. *** has yet to make any actual progress and is ignoring our move. We have information that *** is moving other people who booked their move AFTER we did. Thats incredibly unfair and unprofessional. *** never mentioned any driver shortage when we booked the move or made note of it in their contract. The mention of a driver shortage is only an excuse. *** is trying to make it convenient for them with zero regard to their customers. This response is unacceptable.
  
  Sincerely,
  
  *******************

  

  Business response

  06/22/2023

  We're sorry to hear that our services haven't delivered the results you were hoping for. We respect your high expectations and empathize with how frustrating it must be not to see the desired outcome. We are currently compensating ************** $150 per day (with receipts) and half his food. We are working diligently to attempt to get him his belongings and **************** will contine to update him daily. 

  Customer response

  06/26/2023

   
  Complaint: 20189045
  
  I am rejecting this response because NVL is not taking into account the loss we have had to incur due to their failure and negligence. $150 per day doesnt even come close to compensating us or making things right. They wasted a month of our lives that we can never get back. I cant even begin to describe the emotional and financial toll this has taken on my wife and our family. The only outcome i would find satisfactory would be to waive the remaining balance owed. 
  
  Sincerely,
  
  *******************

*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. ↩