Complaint Review: American Van Service & North American Van Lines - Glens Falls New York

In November 2007 I called a number of moving companies to get estimates for a complete pack and move.  When I called North American Van Lines they referred me to their local agent American Van Services aka American Storage Center) to do the estimate.  Everything we received from them had North American Van Lines logo and info, right down to the booklet and folder.  Even the agents website is all about North American Van Lines doing everything they can for our move. In the end we choose North American Van Lines to handle our move.

I flew up to NY for moving day to be there when the truck was being loaded.  It was very chaotic and extremely stressful and upsetting.  The movers complained the whole time that they didnt have enough help for this size job of approx. 25,000 pounds (there were 2 loaders sometimes 3).  Things were not packed properly.  I was told our oriental rugs would be wrapped in plastic and they werent wrapped at all.  None of our furniture was wrapped.  They would cover it when it was finally in the truck.  When I made comments about the furniture and rugs not being protected I was basically told to be quiet.  They have never had any complaints before.  I then asked if they see the claim forms that get filed to which they responded no.  So how would they know?  I have every right to make sure my things are handled properly.  I was on the phone several times with the agent at the office, Steve, who also told me to leave them alone and that it was my fault things were going wrong.  One of the times I was on the phone with him I watched the guy, Mike, loading the truck shove our dishwasher into a tight space and the knob snapped/broke off (the knob is one solid piece and does not pull off).  The bottom plate came off as well.  I told Steve what I was witnessing and his response was Im sure it was an accident.  NO, they were angry for not having enough help.  They were taking short cuts and being careless at my expense.  I took pictures of how our things were dumped into the 2^nd truck for 2 reasons.  1. To show how poorly our goods were handled and 2.  Because it was not inventoried.  When I told the driver, Mike, about all the things that were not inventoried he said My handwriting is no good so I dont do that.  Nothing more was done.  The guy assigned to do inventory had already left.

When the trucks were loaded and ready to go the driver, Mike, put a stack of paper work in front of me for me to sign.  I asked prior to this day and again on this day about a high value items form (I had filled one out on each of our previous moves).  I was told they are not needed anymore.  I made comments on the bottom of the inventory forms about the incomplete inventory and damages I witnessed.  I was under so much stress from the negligence and bad attitudes that when they gave me the bill of lading with stack of inventory sheets I did not notice they not only did not have the bill of lading filled out completely but in small type they had put at the top not as an agent of North American Van Lines.  I learned about this type at a later time. They pulled a Bait and Switch. 

Now, I have an enormous claim for damages.  I sent it to North American Van Lines on December 7^th as instructed by the North American Van Lines booklet I was given by their agent American Van Services.  I get a call from Barb at North American Van Lines because they received the claim but the bill of lading (B/L) # doesnt match with any of theirs.  She says this move was not handled by them.  I was confused.  She asked me to fax my B/L to her and thats when I learned about the small type at the top.  I was shocked.  I explained to Barb we called North American Van Lines to do our move and all the paper work we received was with their logo and about their services including where to send the claim.  She told me all that doesnt matter.  The only thing that counts is what is on the B/L and they washed their hands of it.  North American Van Lines say there isnt anything they can do because they are not on the B/L.  So, on approx December 11 they faxed our claim to their local agent, Amer. Van Services.

One month later on January 5, I had not heard anything about our claim so I emailed Steve y at Amer. Van Service.  By January 8^th I had not gotten a response so, I sent another email. On February 9^th two months after filing the claim we still have not heard back about the handling of our claim.  We had purchased full insurance coverage with no deductible and full replacement value.  We asked for papers about this coverage to which Steve replied we didnt need any paper.  We were not given any info from American Van Services about how their claims are handled, summary of their arbitration program, or any other info required by federal law according to the FMCSA.  Finally, on March 5, 2010 Robert, from Houston, representing Transguard insurance, came to the house and went through the claims.  On March 9, 2010 George came to the house to go over some of the claim items.  On March 19, 2010 we received a letter from the adjuster with explanations of what they are paying us for the damages, almost $1,000.00 short of what it should be.  They will only pay 50% depreciation value for the dishwasher, front door, and office floor, which they damage due to their pure negligence.  They also want us to sign a waiver before they will send the money stating that we release them of all wrong doing and will take no further action against them.  So, needless to say we still do not have the money (over $5,000.00).  I am currently working with the insurance adjuster to get this corrected.   

Also, when I received my credit card statement I saw they had overcharged us by more than $500 for the move.  I called Steve and brought it to his attention he said he would look into it when he gets a chance. They are very busy.  Weeks went by with no word from him so I called the office again and spoke with Jan who did the estimate.  I faxed a copy of the estimate to her.  She said she would talk to Steve.  Still no word, so I sent an email with a copy of the estimate.  We never did hear from them. So, we filed a dispute with the credit card company and then finally we got our money back.

His track record appears to be he ignores you and hopes youll go away until he is backed into a corner.  I really dont think he is going to address our claim.  I have contacted attorneys who tell me they have never handled a case like this and it would be too costly.  I was advised to contact the Attorney Generals Office, which I did.  There has to be something out there to protect the consumer from this kind of fraud.

All that I have been reading and learning reveals they have broken laws and committed fraud.  American Van Services did not comply with several of the Federal Regulations according to FMCSA.  They did not provide 1. Summary of their arbitration program 2. Summary of their customary complaint & inquiry handling procedures 3. Completed bill of lading 4. Freight or expense bill 5. Policy or anything else about insurance I purchased 6. Complete inventory 7.  Freight bill and copy of weight ticket I requested 8. They did not honor binding estimate and 9.  They are not responding to filed complaint and inquiries.

I find it hard to believe North American Van Lines holds no responsibility since they are the ones who set us up with their local agent, Amer. Van Service.

Another huge violation, in my opinion, I learned about in April, according to the FMCSA web site American Van Service with docket # MC245916 has an inactive License and Insurance status.  I then called FMCSA and was told it has been inactive since 2004 and that means they are not authorized to move household goods across state lines.

We certainly cant be the first or the last people they do this to.  And, if no one is doing anything about it they have no reason to stop. I am doing all I can to make sure North American Van Lines and American Van Service does not pull this Bait and Switch on other unsuspecting people.  I also believe we have laws for good reason but if no one is holding companies like American Van Service accountable to following the laws what is the point of having them.  By allowing them to continue operating as they are we are sending a loud and clear message that it is alright. They have gotten away with it for years so why would they stop now? 

Because I dont have deep pockets and cant afford the attorney route, I am hoping my letters reach the right person who can do something about this.  Moving is such a stressful situation.  You certainly dont expect the moving companies to take advantage of you when you are trusting them with all your possessions.  Unfortunately we have learned the hard way.  I want to do whatever I can to stop this outright disregard for the law.  Most people dont have the time and/or knowledge to challenge big companies and end up taking the hit.  I am trying to gain all the knowledge I can on this matter and I will make whatever time is needed.  Someone needs to stand up to them or it will never end.

On April 28th, I spoke with James at FMCSA who is in charge of Household goods moving complaints and he says they don't do anything unless there are numerous complaints against the company which AVS does not have.  So, AVS will be allowed to continue to break the laws and victimize other unsuspecting people.  What is the point of having these laws if no one holds them accountable?  What kind of message does this send to society?  Some laws are ok to break but not others?  Who has the right to decide what laws are ok to break and what laws we should punish people for not obeying?  I feel those who knowingly (as in this case) allow laws to be broken should be held accountable.  This is just not right and something needs to be done.

In July 2010 I did receive reimbursement for damages, but to this day the moving companies have been allowed to operate as usual without any accountability for breaking the law.  So, BEWARE, they WILL do it to you too.  Obviously no one is going to stop them.  Our only protection is ourselves.  Please, warn everyone you know.  Don't trust the moving companies.  Research and read the fine print.  Don't let them rush you because they have had a long tiresome day.  Check over every paper carefully. Read every page of the booklet "Your Rights and Responsibilites When You Move" BEFORE you get involved with any moving company.  They are REQUIRED BY LAW to provide you with this.  You can also go the www.protectyourmove.gov for this booklet and other very important information to help you protect yourself from fraud, and to search the companies records for complaints, license and insurance status, etc.

A MUST - if you have any problems you need to report it.  I know moving is a very busy time but, it is obvious, if we don't report it all and give them a "track record" nothing will ever be done and we will continue to pay the government officials to keep doing nothing.