North Van Lines Reviews (55)
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North Van Lines Rating
Address: 163 South St, Hackensack, New Jersey, United States, 07601-3137
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+1 (201) 880-7699 |
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www.northvanlines.com
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Avoid this rip off company or prepare to deal with the incompetence! late delivery, additional unexpected charges while holding your belongings hostage, unprofessional communication and disrespectful language from their general manager MeMe who has a real egotistical problem. Don't believe the false reviews listed on there web site but check out yelp, google and others for the true reviews associated with these con artists. I'm not allowed to post this without selecting a star rating so I must as much as I would like to give them a ZERO! They should have their business license revoked.
First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
Actual Contract: (Description of BL) : The Bill of Lading is the contract between the carrier and the customer. It lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per federal regulations and the carrier’s (mover’s) applicable tariff.
Rocky *** was not the customer, but the employer who paid for the move. He was not present during any of the move process nor viewed any of the contracts signed by the responsible party, who was very satisfied with her move.
Delay (days): Per our Estimate and Bill of Lading governing this move, we have up to 21 business days from our first available date to deliver the shipment. Although we work very hard to meet our customer’s requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.
Carrier did not honor the binding estimate for cost: The customer had requested additional items and or services to be provided at the time of pick up. Per federal law if a binding estimate was provided but a change of order is being requested at the time of pick up then a revised binding estimate must be executed to allow the increase in charges. The customer received an easy to read binding estimate of cost detailing the charges agreed upon by the customer to which their signature attests.
Our Original Estimate lists what services are included and what services (if necessary) are provided for additional charges. The customer supplied us an inventory list consisting of 57 pieces to pack and ship which were estimated to take approximately 605 cubic feet of volume. At origin, the customer requested to move 67 additional pieces. This increased the number that they divulged to our estimator.
Revised Binding Estimate: Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests.
Items being held hostage: It is industry standards to collect payment at delivery before the unloading of the truck, in addition, the methods of payments accepted are printed within the estimate and the Bill of Lading.
We regret that the customer found it necessary to file a Revdex.com review, but we trust that the above explanation enables them to better understand our position in this matter.
Complaint: [redacted] I am rejecting this response because:This was the cause many responsible for my move They are who I spoke to throughout the process I have a copy of my estimate as well as the receipt from my down payment and the receipt I received from the movers themselvesTo say they are not the right company makes no senseThey are who I paid the down payment to and rest was paid to the driver/mover upon delivery They are also the ones I talked to throughout the moving process So I don't understand why they think the complaint is against the wrong company North Van Lines was the company responsible Regards, [redacted]
First, we would like to apologize for any inconvenience the customer has endured during the moveIt is never our intention that customers will have a less than satisfying experienceActual Contract: The Bill of Lading is the contract between the carrier and the customer It lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per federal regulations and the carrier’s (mover’s) applicable tariffGeneral Loss, Damage Claims: Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been metTherefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely mannerOn 05/10/the customer registered in our system an email with login credentials and information required to properly file a claim was sent to herAs of this date customer has yet filed her claimDamaged Items: We require that pictures showing the damages claimed as well as full view showing the entire item will be provided as support to your claim so that the adjusters can determine our legal liabilityPlease be sure to provide all required support directly to CSI for the proper investigation of your claimLengthy Claims Process: The proper review of a claim requires that all key material be provided for a just resolution to be offeredHowever, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements, inspection reports etcAll claims are treated to be equally important and therefore handled in the order they are receivedWe appreciate your patience and cooperationFor further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email at [redacted] Please provide Claim ID [redacted] when contacting CSI We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter Kinds Regards,
First, we would like to apologize for any inconvenience that the customer may have encountered during their moveIt is never our intention for our customers to be less than satisfied with our servicesBinding Estimate: A “Binding estimate is an estimate which is binding on both the customers and the carriersBoth the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosedHowever, if services originally requested change and more items are requested to be shipped and more services are requested to be performed by movers, then a new Revised Binding Estimate must be issued to include the additional goods and services requested to be servicedRevised Binding Estimate: Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimatesThe customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attestRevised Estimate Options: If customers DO NOT accept the new charges they have the following Options: · Cancel the move-the customers can decide to cancel the move and no additional charges will be imposed other than to pay for the services already rendered· Keep Original Estimate-customers can decide to only ship the original items list (or the equivalent weight/space) and utilize the services originally ordered for no additional charge· Accept the Revised Estimate- customers can accept the newly revised estimate listing the additional items and services now requested and complete the moveAdditional Weight/Cubic FT: Our Original Estimate list what services are included and what services (if necessary) are provided for additional chargesThe customer supplied us an inventory list consisting of items to be loadedUpon arrival at pickup destination the customer had an additional items to be loaded totaling items Fuel Surcharge: The customer states that they were not informed about the 5% fuel surcharge, but that is not soThe original estimate clearly list the 5% fuel surcharge on the first pageThe Original Estimate is sent to customers via email for them to review and ask questions before they are asked to sign in agreement and before they are asked to pay a depositWe trust that customers DO read their estimates as the information listed in it is important and we require that the customers sign in agreement before we can book their move and send information to dispatch for schedulingActual Contract (Description of BL): The Bill of Lading is the contract between the carrier and the customerIt list the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per federal regulations and the carrier’s (mover’s) applicable tariffWe regret that the customer felt the need to file a complaintWe trust that the above explanation enable them to better understand our position on these mattersKind Regards,
First, we would like to apologize for any inconvenience that the customer may have experienced It is never our intention for our customers to be less than satisfied with our services Number of Movers: We do not promise the exact number of movers to show up for each move We cannot predict when the movers will call out sick or maybe they are on another move Like every other business, we do our best with what we have to work with However, movers was sufficient for this move Loss/Damage: The customer was referred to our claims service provider [redacted] to file a proper claim as required by the law The customer successfully filed their claim online on 11/12/ Since this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process For further assistance with filing claims the customer may contact [redacted] directly at ###-###-#### or via email at [redacted] Please provide Claim ID [redacted] when contacting ***We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter
Valuation is similar to insurance in the way of you cannot claim full coverage compensation if you only pay for liability coverage This is the case This is the LAW
First, we would like to apologize for any inconvenience that the customer may have experienced It is never our intention for our customers to be less than satisfied with our services Estimates: When purchasing a move, you are purchasing the reservation of space on the tractor trailer and/or warehouseMovers have special moving software to help them get a basic idea of the amount of space that it may take to transport each customer’s shipment A “Binding” estimate is binding on both the customer and the mover Both the customer and the carrier agree that the price will be as listed providing there are not changes made to the order for the moveIt is binding meaning that the carrier has done their best to calculate the estimated amount of space which will be required to “house” the shipment This amount of space minimum will be reserved for the customer at the price listed on the Binding Estimate Sizes Vary: Sometimes customers’ items prematurely fill the space they had reserved before the entire inventory listed on the original estimate is loadedThe movers cannot predict how every customer’s items will be shaped, how many odd, bulky, or fragile items that each move will have Every person’s move is different Our crew will start off by loading the items they were able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loaded Then the movers will cease from loading and will issue a revised estimate to include the items which would cause an increase in the space and the increase in the price At this point the customer has choices: 1) They can tell the movers that they wish to cancel the move The movers will then unload any items which may have been loaded onto the truck The customer then forfeits any deposit paid and will be charged for any expenses due to the dispatch of the crew, their labor, the materials for packing (if any of these are applicable) , etc 2) They can tell the movers to stop loading any more items when the reserved space is filled This means that the price will remain the same as there have not been any changes to the requirements for the move This also means that the customer then is responsible for the transport of any additional items which would have increased the price of the move; even if the entire inventory list is not loaded (due to the size and shape of the customer’s items prematurely filling the reserved space) 3) The customers will review the new Revised Estimate which is a more accurate reflection of the volume they will need in the tractor trailer, they will make the decision that they want ALL their items packed and shipped by the carrier and they agree to pay the price to do this If this is what the customer wants to do they will sign the Revised Estimate, which cancels out the original estimate, and instructs the movers to continue with their entire move and all the services they require to successfully provide them with a complete move The customer chose to include all the items and she will be responsible for any additional charges, to which her signature attests on the Revised Estimate Loss/Damage: The customer was referred to our claims service provider [redacted] to file a proper claim as required by the law The customer was sent login information on 09/15/to file a claim online They were assigned a unique claim id # [redacted] and they filed their claim on 09/28/ Since this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process For further assistance with filing claims the customer may contact [redacted] directly at ###-###-#### or via email at [redacted] Please provide Claim ID [redacted] when contacting ***
First, we would like to apologize for any inconvenience the customer has endured during the moveIt is never our intention that customers will have a less than satisfying experienceBinding Estimate: A “Binding” estimate is an estimate which binding on both the customers and the carriers Both the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosedHowever, if the services originally requested change and more items are requested to be shipped and more services are requested to be performed by the movers, then a new Revised Binding Estimate must be issued to include the additional goods and services requested to be servicedWeight based estimates do not require a weight ticket since they are binding and will not change per the weight ticketRevised Binding Estimate: Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attestsActual Contract (Description of BL): The Bill of Lading is the contract between the carrier and the customerIt lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per federal regulations and the carrier’s (mover’s) applicable tariffWe regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter Kind Regards,
Sorry for my tardy reply In North Van Lines reply they said they didn't know how many North Van Linea movers I would haveNot trueWe were told by [redacted] *** to 4G qualified NVL personnelWhat we recd was,subcontractors that were awful [redacted] also advised us we didn't need the extra insuranceWhat a mistake listening to his lies[redacted]
We moved with North Van Lines from MA to SC. When the truck arrived and unloaded our belonging 80% of the boxes were damaged and some were completely flattened. 90% of our wooden furniture was scratched, dented or had dings. Some items were a total loss.
We files a claim within 2 weeks of our move. Almost one month later our claim has not been reviewed and we are told resolution can take up to 4 months.
I would strongly suggest not using North Van Lines on any long distance move as they clearly do not know how to pack your belongings safely and securely.
The company gave me an original price, than they increased it. Than they told me they'd deliver in 14 days. Almost 3 weeks later they delivered my furniture. They than sent a truck that was too large to fit into my complex. As which they needed an additional 350 dollars to rent a smaller truck. This company is unreal, unprofessional. They even cursed at me on the phone.
First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
Increase: The customer contacted us with an inventory list consisting of 25 pieces to transport which were estimated to occupy approximately 311 cubic feet of volume in the truck. However upon arrival to the origin the customer had 43 pieces they now wanted us to service. The additional 18 pieces increased the volume required to transport the items up to 400 cubic feet. In addition the customer requested some packing services which resulted in an additional $60. The additional items and services requested resulted in the increase in the price .
Delivery: The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 07/20/19. From that date we have up to 21 business days to attempt the delivery of the shipment. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for. We must take into consideration road conditions, weather, and mechanical issues that can affect truck routes. Everything that was agreed upon is printed on the documents for this move. The customer signed that they understood and agreed to these terms.
Unexpected: The customer must understand that while we aim to deliver within 14 business days from the customer’s chosen 1st available date , we did experience both inadvertent human error and mechanical failure for this delivery. While we are not legally considered as “late” when the instance of mechanical failure is concerned, we have told the customer she can file a claim for delay compensation per diem.
Shuttle: The decision to obtain a shuttle is the sole decision of the driver because ultimately, it is the driver who is going to be held responsible for the safety of the crew, the goods, the truck and its surroundings. If the driver is not comfortable with driving to an area they have the right to determine if there is a need for a shuttle. If the driver causes damages because they tried to fit when there is not enough space to pass through, or if the driver gets the truck stuck and cannot get out after the delivery it can be such a disaster. Customers do not understand how much of an inconvenience it is to unexpectedly have to provide the shuttle service. It takes up much time from the driver/movers who are already experiencing frustration from customers due to not being able to meet their exact scheduling needs. It requires money to rent a truck, wages for the driver/crew while they are waiting on getting the truck, fuel from and back to the rental company etc. Then, what is worse is that the movers have to do double the work! The must unload from the tractor trailer onto the truck then drive to the destination and unload into the residence; then repeat as necessary. The fee for a shuttle barely covers the wages for the driver/crew during this time. So, we ask the customer to please understand that a shuttle is not a pleasant service to have to provide especially when our movers are being pushed so hard to accommodate our customers' schedules and still be compliant with DOT regulations.
We regret that the customer felt the need to file a complaint. We trust that the above explanation enables them to better understand our position on these matters.
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Marcos, Maximo and Walter just completed our move. They could not have been better. They were efficient, courteous and careful with our belongings. Also super nice to our dog following them around. I will definitively be using them for all my moving needs.
They made our move effortless and painless. Things went exactly as planned with no surprises or additional costs. I would not hesitate to recommend! Thanks to our movers Alex, Marcos and Maximo. A special thanks to Mike for his professionalism and responsiveness.
thank you for trusting North Van Lines to assist you with your move. Your review is appreciated. Please be sure to call us if you need to move again!!
Movers are the ones who take the stress out of moving. The folks are helpful, prompt and careful. They really know what they're doing, even when you don't. They helped me with two moves this year. The dates kept shifting, and the volume of things to be moved kept increasing. Although I was super stressed, it was no problem for them, and they helped me with good suggestions. I ended up storing a bunch of things from my move in their storage unit, which was very helpful and cost-effective.
Thank you for taking the time to share your experience with others! We appreciate you. It was a pleasure to assist you with your move.
First, we would like to apologize for any inconvenience the customer has endured during the moveIt is never our intention that customers will have a less than satisfying experienceUpon pickup, a payment of $was made, the customer stated that her son would pay the remainder of 65% due upon
pick up by credit card, we just needed to call himWhen we spoke the son and he complained about the priceHe requested to cancel and also requested that we email him the breakdown of how much it will cost to cancel the move; that he would just pick up the shipment from the warehouseThe customer (Mother) calls in and says she will make the payment she was informed that a credit card could not be acceptedMother sent a post money orderNorth Van lines is not holding the shipment hostage shipment is in transit they already paid everything except for the balance that is due upon delivery in cash or postal money order only We regret the customer found it necessary to file a complaint, we respectfully request that the customer retract their complaint customers shipment is in route for delivery
First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. Delay at Delivery: The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 02/02/16. From that date we have up to business days to attempt the delivery of the shipmentWe will not guarantee a date for delivery unless a dedicated truck was requested and paid forWe must take into consideration road conditions, weather, and mechanical issues that can affect truck routes. Everything that was agreed upon is in writing and it is the customer’s responsibility to verify all their needs are included in the original estimate Service Complaints: These complaints must be addressed through the claims process. The customer has registered with CSI, our 3rd party claims company to file a claim for her complaints of delay and of service issues. Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by lawFor further assistance with filing claims the customer may contact CSI directly at *** or via email at ***. Please provide Claim ID *** when contacting CSI We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter
As of today, I am satisfied with North Van Lines last responseI look forward to hearing from them about compensation for the damaged and lost itemsAs long as they follow through, I will take no further action with complaints or reviews
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
The Customer was registered with CSI she was sent a login and a password to file her claim on 10/12/17, she was also contacted by a representative on 10/19/and was also advised on how to file a claim and to date no claim has been filed
North Van Lines, Inc created an estimate plus provided customer a quote based on the info provided by the customerHowever, the customer is filing a complaint against the wrong companyUpon rare occasion we experience the need to forward shipments to other carriers in order to properly service the
move due to unexpected circumstancesWe did not charge this customer nor did we perform any services beyond the quoteWe respectfully request that the customer retract their complaint as we are not responsible for any of their mentioned concerns. Kind Regards