• Report:  #1520560

Complaint Review: North American Van Lines - Fort Wayne IN

Reported By:
Ron - ARVADA, United States

North American Van Lines
4705 Clubview Dr Ste 100 Fort Wayne, 46804 IN, United States
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We were told by both the North American truck driver and our Longmont, CO North American "Move Coordinator" that our household goods were to be delivered on March 30, 2022.  Given "all our goods were picked up in Colorado on March 24 and it is a 2000 plus mile drive to Fort Myers (4 day driving trip), we hustled to drive to meet the truck on March 30th. 

What caused the delay, was a supposed truck mechanical breakdown in Jackson, MS which both the driver and move coordinator confirmed just so happened to be the drivers hometown (where he lived).  What a coincidence!

Our goods were loaded on the semi truck along with 2 other families both moving to Florida.

Our closing on our home in Colorado was scheduled for April 5th but the buyers agreed to delay closing to accommodate us due to the moving delivery delay. We were told multiple times the truck was fixed and would be one day out. 

Finally, on April 8, we were told that a "part" was needed to be ordered and installed to fix the truck. One would think a major moving company would not delay delivering 3 household goods by renting another truck to complete the delivery. Finally, they did this by renting a truck to deliver our most of our goods with the driver on April 18th. The original truck never made the delivery.

The move coordinator confirmed (we were communicating with her almost daily the delay status) that no delivery would be made on 11th or 12th.  So, we flew to Denver closed on 11th and returned on 12th in time for new delivery date which was now on 18th. 

At no time did we refuse to be available for any earlier delivery date given that our goods as well as 2 other households were according to driver and move coordinator were in Jackson, Ms.  There was never any agreement to "hold our belongings until 4/18 at no charge).   

We incurred unreimbursed hotel and last minute high airline flight charges returning to Colorado to handle our house closing due to their delay.

Both the move coordinator and driver confirmed that our 2 king size mattresses were never loaded on semi truck leaving Denver.  When North American picked up our goods it was in a box truck to be taken to their semi trailer for loading.  

Amazingly, they did deliver the 2 king size box springs but not the mattresses. Also, to demonstrate their incompetence, they were unable to assemble our master bed and just left it in our room unusable.   Thus, we had no beds to sleep in resulting in 4 hotel stays while they were searching for what happened to our mattresses (still in storage in Denver we were told). We were unable to use all our bedrooms with our unassembled master bed resulting in our daughter canceling her visit until we had use of both beds.

Both the move coordinator and driver were shocked to hear the 2 “king size” mattresses were never loaded out of Denver.   Obviously, the local Denver people North American  hired to pickup our goods in a box truck somehow screwed up on the mattresses.  I noticed the box truck had other goods already in it when they started loading ours.

Our contract called for a $100 per day reimbursement for delivery delay starting on April 10 thru April 29th for final delivery of all goods.  We failed a claim for this delivery delay amount and claim for the numerous furniture items they damaged in the delivery. 

Yes, we paid extra for their so called “replacement cost” damage insurance.   North American only paid a small $400 for the delay (4 days) and only paid for a “repair estimate” which they produced using their vendor – not replacement cost given that some of damaged furniture was beyond repair.

Bottom line is we selected North American given they are a national company and had decent reviews vs. the smaller movers even though their move cost was much higher.  Our move with this company was a disaster.

One would be smart to look at their other major competitors for a multi-state move.  Be advised their sister company is Allied Van Lines – so if their customer service is the same, I would suggest avoiding them also.   STAY AWAY FROM NORTH AMERICAN VAN LINES!

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