My concern is regarding an unacceptable amount of damage to my belonging while receiving professional moving services through North American VanLines / AirVan / Sirva and a denied claim. I spoke with Sirva - North American Van Lines regarding a move from California to New Jersey for work. I had two full discussions with a Professional Move Coordinator regarding my belongings being in packed in storage and needing to be moved across the country. I inquired about the various ranges of insurance listed on the contract and what they covered. Although we discussed percentages of coverage, it was never mentioned that customer packed boxes would not be covered. Therefore, I purchased 100% insurance. Please note that I have moved several times in the past and utilize quality wrapping, peanuts, bubble wrap, heavy duty boxes etc. and all my delicate items were marked fragile all around the box. My belongings arrived in the timeframe as described, and while the movers were moving, I noticed particular one of the movers was very rough in how he was handing the items. Examples include dropping a lazy boy chair on the ground once inside and the chair making cracking sounds. I abruptly looked at the mover and he replied "It's heavy". Or him flippantly bouncing his dolly down the stairs without picking it up, causing a loud banging noise at each step and shaking of the stairwell. Items had also been left on another truck which involved a second trip, and paperwork was forgotten which involved a third trip. Most importantly, while the movers were present, I noticed a number of boxes appeared a bit smashed, and I therefore starting opening them to find that approximately 18 pieces, $659.67 in damage, in over 7 different boxes were broken. In addition, a very large vase that was to be boxed and transported by the company was missing, and when asked about it, the mover responded "It probably got broken and was thrown away." Subsequently, I filed a claim with the company regarding the broken items and was informed by a Senior Claims Adjuster that "While reviewing your signed delivery documents, I find that all cartons are listed as PBO-Packed by Owner. I am sorry to advise that since we had no control over the packing of such cartons, we are unable to accept responsibility as claimed. Therefore no settlement check will be forthcoming." My dispute is that firstly, the incredible amount of carelessness demonstrated and damage to my boxes reflects a lack of concern, professionalism, and handling by the movers and not a customer packing issue. Therefore, I would like to dispute that the cause of the damage was customer error. Secondly, the large vase was not packed by the customer and was to be packed by the movers and never made it to the destination. Lastly, in two full inquiry conversations regarding insurance with the booking agent, never did he advise that the packed boxes I had described to him would not be covered yet upsold me on the most expensive insurance amount and the final bill was higher than described, $4390.41. read more

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Horrible driver, he was rude, unprofessional and obnoxious. Careless, lazy movers on both ends of the cross country move. Horrible customer service from our claims adjuster - Victoria. Actually NO customer service. 6 phone calls and several emails, no contact. Had to track down her manager to get any help. Over $2,000 worth of property damage. Move was from Texas to Michigan. I have moved 9 times and have NEVER received such poor service. DO NOT USE this company!!!!!! read more

customer service when filling a complaint for damages is more about closing the claim instead of servicing the customer. two claims submitted, customer service closed without looking at one and weak follow up on second. representative very concerned about getting the last word in on sting of emails instead of getting it corrected. read more

The salesman that came to my house spent at least an hour telling me how fabulous he is. It was in a little bits, but it added up to about an hour. He guesstimated double what the actual weight was of what we were moving, which came up to $16,000. The crew was great. They got everything packed in in the truck, and they let me know that it was clearly half of what was estimated, but they only took off a tiny portion, and I ended up paying almost 14,000 before tax. They had me set up for delivery between the sixth and the ninth, and since my house wasn't going to close until after the 12th, I rented a storage unit and change the address to the storage unit. They wanted to charge me an extra $5000 to hold the stuff for a couple of days. Without telling me they then extended the time and delivered it on the 13th. Not only were a lot of the boxes marked fragile, they were pretty squished, but my son reported that they offloaded so fast that there was no way he could've gone through the list to see if everything got delivered. He said they never him notified prior to arrival as was reported by the company as standard, they were not there until after 11am am but were in town the night before, so why the long wait to unload? They were supposed to be there by 8. They were young kids delivering, they were not interested in safety or what the product was, they just wanted to get it done and get out of there. I was told that they had made the decision (without asking me if it was helpful) to wait until the 13th to deliver as a favor to me, but I told them that now they're costing me extra money for a storage unit, and my son needed to go on a business trip, but he had to stay and wait for the delivery because I had to work the day that they decided to deliver. I also had to pay two days early, and this upset me because I could not verify everything was delivered. I now have to hire someone else to get it to the house!!!! I'm not impressed, and I'm not going with this particular moving company again. read more

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DO NOT USE! Beware of these companies - North American Van Lines and Beltmann Group Relocation! I strong do not recommend this company. I had a cross country move from Atlanta to Denver and every piece of furniture was damaged from during the move, including a sofa bed, couch, dining room table, cabinet, tv console, bed frame. The total amount of damage is $14,000 to my personal property. Additionally, and much more of a concern, I had 3 boxes that were broken into, items rifled through, and items that were unwrapped and broken as a result of the moving company opening the bins. I submitted 3 claims on November 5, 8, and 17, 2024 and have not heard from North American claims since any of the claim submissions. So far, I have spoken to 1 person from Beltmann in Atlanta around my concern of both the theft and the extreme damage caused from the move, and his only recommendation was to go through the claims process with North American. I hope the claims process is smooth and can resolve this extreme damage, but so far I have heard nothing from the claims process from North American in 2 weeks from the original claims submission. read more

My family and I used North American Moving Services to move from Iowa, to Florida, during the summer of 2019. I chose to pack most of my belongings to try and save money. I wish now that I had not done that. I was under the assumption (and incorrectly) that if you purchase Full Replacement Value insurance on your shipment, that is what you will get. Not so on items packed yourself. The driver and laborers who came to load our home onto the truck were fantastic!! I cannot say enough good things about them. Partial delivery took place within about 10 days which was fine. The delivery driver and his laborers were also fantastic. However, we did not receive enough of our home goods and furniture to truly set up house. I did not have furniture, towels or sheets for the bed that was delivered. I had to purchase many items in order to get by until the final delivery was made. We in fact did not receive the rest of our shipment for another 6 weeks!! Totally unacceptable. The driver who brought our remaining shipment and his laborers were also great. Unfortunately, in this shipment was a great many crushed boxes. I made mention of it to the driver and he said to create a claim for any damaged items; which I did. Because I had chosen to pack the house myself, most of my claim for damaged items was denied. When I created a dispute with the people who handle claims and tried to explain that I believed my items were mishandled in the second shipment, the claim for damages was still denied. I tried to remind them I had to wait an awful long time to receive my items and I believe they were mishandled terribly, but they simply did not care. Buyer beware that Full Value Protection insurance does not mean what it says. I was sent a lovely pamphlet to engage in arbitration for a better settlement; but I know nothing will come of it and I am not going to waste my time. I have moved a total of 8 times with moving companies and will not use this company again due to the final outcome of my claim. Their decision was very petty; I was not asking for the moon; just a few hundred dollars more in damages than was received. read more

#BattleoftheHall So today, after 6 months of pain and emotional suffering of dealing with this horrific moving experience, H North American offered me $1200 in settlement for a $13,000 move where they broke so many items that the claim was escalated to major claims. Despicable and insulting. I will be suing. DON'T USE THIS COMPANY! Who else has experienced this? Maybe we should look into starting a class action lawsuit. read more

Moving from N.C. to AR. Called NA Vanlines talked to a nice lady who passed me onto a local rep. He was helpful. Explained how busy they were. We discussed dates. Gave them over 2 weeks time to get belongings to Ar. He appreciated it, booked it. Set up date to have person come view our home. They were to move our belongings 6/29/91 & deliver in AR. 7/19/21. Person to come to our home on 6/15/21 to view items. Rude gentleman calls the day before, on 6/14 to say they can not do it! Just like that. STAY AWAY. Plus when look up their parent company--more horrendous reviews. Totally unfair way to treat customers. STAY AWAY. read more

Just moved from Scottsdale Arizona to Denver. Several days after arriving in Denver I noticed that I was missing a knife assembly on my mobility scooter as well as a pair of brand new pants with the tags from the store still attached. I filed a claim and after calling multiple times to my claim adjuster "miya" my claim was denied. I will never use in a NAVL again in my life or recommend them. read more

Horrible experience moving out of state long distance. Under bid, offered no insurance but I added. Major damage to several pieces. The claims department is horrible to work with. Not customer focused at all. They do not want to pay what they should and draw the process out to use to their ADVANTAGE. DO NOT USE. Marge, Amy, Lynn in claims is so rude and not helpful in this process. Filed with BBB. Next time will use Bekins even if a bit more expensive. read more

I would give them 0 stars if I could. I have used NA many times and never again. Disassembled an antique table - completely destroyed. Broke antique desk even though it was marked fragile. Broke lawn mower which I had just fixed. Assembled bed without the wheels so now I get to do it. Left feet on the sectional unattached. Took apart something I have no idea what AFTER they moved the furniture in. Boxes were upside down or on their side. Helped themselves to my frig without asking. Google their reviews BEFORE you sign. You will find they are pathetic. You will also find they do not pay claims! Disgraceful company! GO UNITED!!!!! read more

They do not even deserve 1 star. Save your time, money, and emotional well-being and use ANYONE else. This company "lost" several items and share NO accountability. read more

The worst company I ever worked for in my life. The bosses were terrible and job opportunities were pitiful. They screwed people who they sold Vans to by not giving them enough work after a while to help them pay their loan off for the van. After a couple years they would repossess the van. They did this to quite a few people until they got caught. That used to be owned by Norfolk Southern, but that company hated them so much they sold them off. read more

We hired North American Van Lines for our move from Houston to San Diego. Upon arrival many of our items were damaged, including an expensive mattress. Multiple boxes were caved in or smashed, including wardrobe boxes for which the metal bar that holds the clothes was bent and many hangers were broken. Plastic containers were cracked and lids were completely cracked and unable to close on the container. The frame of a large mirror the movers packed was broken and there were several chips on the wood of a bookcase and liquor cabinet the movers also packaged. The damage to the majority of boxes and furniture proves that the movers did not treat our belongings with even minimal care. Even a layperson knows you should not place heavy items on wardrobe boxes and my husband saw the movers clearly place heavy boxes on top of clearly labeled fragile boxes right in front of him when they delivered our items. They also moved everything in without mentioning the damage. For instance, they just tossed the broken lids from our broken plastic containers on top of another box. More importantly, when they picked up our belongings in Houston in the middle of a rain storm, they failed to bring the mattress box we paid for, stated that they'd box the mattress at the warehouse after my husband pointed out the lack of the box and STILL did not box the mattress as it arrived in San Diego with only a plastic wrap covering which was ripped. The mattress was wet and had several dirty patches. This is completely unacceptable, especially during a pandemic. We were not comfortable sleeping on a dirty mattress and it has gone unused since our move. When we tried to address this with North American, we were only told to file a claim (subject to a $500 deductible) and talk to A1 Freeman, with whom North American subcontracted our move. Of course, A1 Freeman referred us to North American to resolve the issue. Each company put the responsibility on the other in order to avoid being accountable and it took us a great deal of back and forth with our contact from A1 Freeman and North American's customer service to get a small refund of only $250. We should have been reimbursed the cost of the mattress and replacement furniture and broken items in full. We also should have been reimbursed for the cost of the mattress box we paid for and repeatedly reminded them to use, but they never used to package and protect our mattress. We were only refunded the cost of the mattress box from A1 Freeman after we filed a complaint with the Better Business Bureau. The movers purposefully did not handle our belongings with any care, and we would never hire North American or A1 Freeman again. read more

Use caution when dealing with this company. If your belongings are damaged they will not take responsibility especially if you do the packing. I had 2 boxes of crystal and heirloom dishes crushed. I was told I didn't pack them properly. The cartons were padded, items bubblewrapped, and fragile written on outside of the box. We also had many pieces of furniture damaged. After paying a lot of money to have professionals move us we felt totally let down. If you pay additional for insurance be aware the deductible is taken out for negligence and not accidental. If you do decide to use them make sure you read through everything before you commit. Do not count on the salesperson trying to get your business. If there are problems the the way you are treated is much different by the corporate level. I would highly discourage trusting North American with your move. read more

Don't Use North american Van Lines. I only gave one star because I had to to do this review! I signed a contract with NAVL, though their local Agent, ABC Mvg & Stg, Inc, 2011 Stantonsburg Rd., Greenville, NC 27834 (252) 752-4500, to move my personal belongings to Colorado at a cost of $6,701.95. The contract states that the pick-up from NC would occur between 11/20/2017 - 11/20/2017 and delivery would be between 11/26/2017 and 12/02/2017. We received a partial delivery of furniture on 11/26/2017, as the driver that accepted the load did not have room for all of our items. By partial, I mean living room end table, coffee table but no chairs or sofa, tv less the remote or other items to hook it up, dining room table and one chair, some clothes-but not most of the winter clothing, some kitchen items-but not all, a bedroom dresser was missing and we had to use the box the items were packed in. The second delivery of items 26 days after the first delivery and 19 days past the contract due date. NAVL customer service offered us (Brianna Jepsen, 260-429-1285, Brianna.Jepsen@SIRVA.com) offered a dinner $50.00 restaurant gift card. After sitting on lawn furniture for 26 days and having my items late, by contract for 19 days, I feel that was a slap in the face. read more