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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Sorry for my tardy reply In North Van Lines reply they said they didn't know how many North Van Linea movers I would have. Not true. We were told by [redacted] 3 to 4G qualified NVL personnel. What we recd was,2 subcontractors that were awful. [redacted] also advised us we didn't need the extra insurance. What a mistake listening to his lies.[redacted]
First, we would like to apologize for any inconvenience that the customer may have encountered during their move. It is never our intention for our customers to be less than satisfied with our services. Binding Estimate: A “Binding estimate is an estimate which is 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 disclosed. However, 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 serviced. 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 attest. Revised Estimate Options: If customers DO NOT accept the new charges they have the following 3 Options: · 1. 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. · 2. 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. · 3. Accept the Revised Estimate- customers can accept the newly revised estimate listing the additional items and services now requested and complete the move. Additional Weight/Cubic FT: Our Original Estimate list what services are included and what services (if necessary) are provided for additional charges. The customer supplied us an inventory list consisting of 20 items to be loaded. Upon arrival at pickup destination the customer had an additional 32 items to be loaded totaling 52 items. Fuel Surcharge: The customer states that they were not informed about the 5% fuel surcharge, but that is not so. The original estimate clearly list the 5% fuel surcharge on the first page. The 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 deposit. We 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 scheduling. Actual Contract (Description of BL): The Bill of Lading is the contract between the carrier and the customer. It 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 tariff. We regret that the customer felt the need to file a complaint. We trust that the above explanation enable them to better understand our position on these matters. Kind 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, 2 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 11/12/15. Since this move was an interstate move it is
governed by federal regulations which allows up to 120 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
[redacted]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.
This moving company is a scam. They give you price to move your household cargo, then they confirm the price on the phone when they come to your place, then they load the cargo in the truck, then they said there is a surcharge. They threaten you to throw your cargo away force you to sign the bill of lading. Then they keep hostage your cargo and threaten to sue you when you don't want to pay.
First, we would like to apologize for any inconvenience that the customer may have encountered during their move. It is never our intention for our customers to be less than satisfied with our services.
Binding Estimate: A “Binding estimate is an estimate which is 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 disclosed. However, 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 serviced.
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 attest.
Revised Estimate Options: If customers DO NOT accept the new charges they have the following 3 Options:
· 1. 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.
· 2. 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.
· 3. Accept the Revised Estimate- customers can accept the newly revised estimate listing the additional items and services now requested and complete the move.
Additional Weight/Cubic FT: Our Original Estimate list what services are included and what services (if necessary) are provided for additional charges. The customer supplied us an inventory list consisting of 20 items to be loaded. Upon arrival at pickup destination the customer had an additional 32 items to be loaded totaling 52 items.
Fuel Surcharge: The customer states that they were not informed about the 5% fuel surcharge, but that is not so. The original estimate clearly list the 5% fuel surcharge on the first page. The 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 deposit. We 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 scheduling.
Actual Contract (Description of BL): The Bill of Lading is the contract between the carrier and the customer. It 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 tariff.
We regret that the customer felt the need to file a complaint. We trust that the above explanation enable them to better understand our position on these matters.
Kind Regards
When I hired this company, I gave them my specific pick-up dates as well as the dates in which delivery of my goods could be made.I was told I would be contacted 24-48 hrs. prior to pick-up. It was down to less than 24 hrs. and I still had not heard from them.So I reached out to them- they had my final delivery date as my “pick-up date”.Once that was sorted out, the crew scheduled to pick up my stuff came.The 4-man crew picked up my stuff and had it neatly packed on a 26’ straight job truck.I was told that they would be bringing my stuff to NJ where they would be consolidating it onto another truck with other people’s things.When the newly packed truck arrived to my new residence in SC, my things were on a 53’ tractor-trailer that could not fit down the residential street where I just moved.I had specifically told North Van lines that I was moving to a single-family house in a residential neighborhood.The driver then told me that they would have to offload my stuff (again) to a smaller truck where they could shuttle it to my new residence- for a fee of $1400.At this point, the move was already nearly $2000 higher than the original estimate.The driver came up with a “solution”. If I would rent a local 26’ U-Haul truck and meet them at a chosen location, they would offload my stuff from the tractor-trailer onto the U-Haul truck and then deliver it to my house.The driver was going to send 2 of his men to help me then unload my stuff.Being as I did not have an additional $1400, this was the only financial move I could make.The driver also said that the 2 men were guys that he hired, and I would have to pay them cash directly, at $120 piece.So the $100 for the truck and the $240 for the guys was the only way out for me.My things were then loaded onto this U-Haul- BUT, the original contracted driver needed to move onto his next job (because these drivers get paid by the job- not by the hour), so they had to take off all of the blankets around my furniture. (see add'l in
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.
Shuttle: It is not up to the customer, our office, or the crew to determine if the truck will be able to access the origin or destination safely. It 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 movers who are already getting yelled at by customers due to not being able to meet their exact scheduling needs. It requires money to rent a truck, wages for the crew while they are waiting on getting the truck, fuel from and back to the rental company etc. The 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 covers the rental, the insurance, and most of the wages for the crew during this time. So, 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.
Delay at delivery: 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-ups 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. We work very hard to meet our customers scheduling request but a delivery date is never guaranteed unless they requested and paid for a dedicated truck (an entire truck) which is very expensive.
Loss/Damage: We have contacted CSI, our 3rd party claims service provider to initiate a claim file for the customer to allow them to file a proper claim as required by law. The customer was sent login information on 10/23/17 so they can file a claim.
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.
I hired North Van Lines to move my fiancee and from Pearl River, NY to Beaumont, TX. When I was on the phone with Robert the sales person we were very comfortable woth the price and the process. The morning that the movers came they loaded everything into the truck and then asked for payment for almost $700 more than what I was quoted. When huricane Harvy hit I called the company explaining that my drop off date neesed to be pushed back to sept 30th this was fine with them. On sept 23rd I got a call saying my belongings were in texas and they needed to drop them off. I had nowhere for them to bring my stuff. After 4hrs of argument Norrh van lines rented a storage unit for me and dropped off my belingings. When I arrived in Texas I found my belongings in broken boxes piled unsafely in a storage unit. My Television crushed in the back of a pile and my furniture scratched and with footprints on them. The entire reason for hiring this company was so we would have the movers to carry the heavy furniture and now that service is not being provided on top of my damaged belongings.
First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
General 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 meet. Therefore, 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 manner. We have contacted CSI and requested that they initiate a claim file to allow the customer to file a claim a required by law. On 10/11/17 the customer was registered in their system and emailed the login credentials and information required to properly file a claim. Once 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 law.
The customer’s First Available Date that they could accept their delivery was 09/18/17. On 09/19/17 her shipment was loaded onto the tractor trailer and in transit. On 09/22/17 the customer called our office requesting us to delay her delivery due to hurricane Harvey. Since the shipment was already in route she was informed we could not delay her delivery; unfortunately, we cannot delay an entire route with many other pickups and deliveries scheduled. However, we suggested they obtain a storage unit and we can deliver to the unit. The customer’s mother tried to locate a unit with no success. As a courtesy to the customer we spent hours looking for an available unit in her area and finally located one about 8:30pm. WE reserved AND PAID FOR the unit and told the customer it would not be at her expense- we would absorb the storage fees because we wanted to help her. She could then get her items at her convenience after the hurricane. Customer’s delivery was completed at the storage facility.
The customer called and we gave her the location of the key to the storage so she can retrieve her items. She then complained that she has damages and is frustrated that she needs to hire other movers to get the belongings delivered to her. They sent pictures of the so called damage- the only problems we could see was that the PAPER/CARDBOARD boxes looked like they had settled, as expected when you stack boxes on top of each other in a moving truck (whether moved by movers or moved by the customers themselves). The customer also claimed there are footprints on top of her dresser. The pictures she sent to us showed a scratch, not footprints. We advised the customer to file a claim with our 3rd party claims company, CSI, and allow them to determine our legal liability. It is the LAW that customers who claim loss/damage must file a claim and allow us the opportunity to reach an agreement. The customer refused to do this. Instead she chose to post nasty reviews and make false allegations about how we took advantage of her because of the hurricane. NOT TRUE! The customer’s friends then threatened and harassed our company (blackmail/extortion). The customer denied any association with the blackmailers, but we had messages starting with “YOU SCAMMED MY FRIEND….and it ended with “WILL GLADLY KEEP FIGHTING UNTIL YOU MAKE THIS RIGHT”. The customer’s friends also wrote bad reviews on social media. These people have absolutely no interaction with our company and are trying to extort money from us for something we did not do.
Per Federal Regulations, should customers be unable to accept delivery during the window that they stated they could, movers are allowed to drop the items at a storage, charge for the storage, and then if the customer wants redelivery, the mover charges for redelivery fees after all other charges are paid. We went above and beyond to help this customer in her time of need.
We will reiterate that the customer MUST file a claim if they wish to seek compensation of any sort. Per Federal Regulations we must NOT voluntarily pay any claims unless filed in writing per the claim filing requirements and within the time limit allowed by law. Since this move was an interstate move it is governed by federal regulations which allows up to 120 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.
We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position.
Complaint: ***
I am rejecting this response because:
I was I was only contacted by the third party on Friday at end of business day they told me what I needed I spent the weekend compiling this and am starting the process for the claim today Monday. The business chastised me for not being patient and now they do the same 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 10/19/17 and was also advised on how to file a claim and to date no claim has been filed.
Other than shattering the glass on two, large, professionally framed posters that were meticulously packed "floating" in picture frame boxes, clearly marked 'fragile", and breaking into many pieces the lid on an antique, stand up, mahogany Victrola (wrapped in a moving blanket by the movers), they were fine.
We apologize if the customer experienced damages. It is never our intention for our customers to be less than satisfied. We hope the customer give customers the claims filing information at the pickup of every move. However, we see the customer never filed a claim. Federal Regulations state the claim must be filed within 9 months of delivery. We do not understand why the customer would not have filed a claim, we would have been glad to compensate the customer for any damages.
The entire job right from packing, loading to unloading was well done. Thanks. Good job guys! Just keep doing what you are best at. I am sure you will all go places and find more loyal customers like me. I would recommend North Van lines to anyone who would ask for me a suggestion. They were simply perfect. Trucks were spacious, clean and well-maintained. Good service. Customer support. Reliable people with customizable packages. Pricing policy was top notch. Everything was notified to me much earlier. Made it easy for me to plan expenses ahead. Packing quality excellent! Quick turnaround time! Highly recommended! Thank you ***!
Thank you ***! You were a pleasure to work with.
North van lines wants to charge a 5% credit card processing fee for a 65% charge of $2040 before delivery that they did not tell me over the phone. What is misleading is that they did not charge me a 5% processing fee when they took my deposit of 349.68. They got really defensive when I mentioned that and now they will not take credit card payments from me. They are holding my personal property hostage and require that I mail in the payment via money order and then they will deliver my personal belongings. They are holding my personal property hostage until they receive payment via the mail.
First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
Upon pickup, a payment of $300.00 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 him. When we spoke the son and he complained about the price. He 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 warehouse. The customer (Mother) calls in and says she will make the payment she was informed that a credit card could not be accepted. Mother sent a post money order. North 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
[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 way the company conducts business is misleading. The initial estimate was ~$2200. The sales rep, Anthony, took inventory over the phone. As the "moving expert" it was his responsibility to disclose that the movers will pack anything not in boxes (bedding, towels, area rugs, etc., and I was not informed of this practice). I had these items bagged but they were packed by the moving crew on move day, everything went in boxes (takes up more space?) Initial packing and material estimate on invoice was $30 (2 mattresses/box springs @$15 each). On move day charge for beds was $90 (2 mattress, 2 boxsprings, 2 toppers, @$15 per PIECE). I was also charged for all packing materials for items I had bagged (bedding, towels, etc.) Packing and material fees went from $30 to over $400. My debit/charge card was charged $500 for initial deposit. The next day my bank alerted me the company charged an additional $5000+ to my card. I called North Van lines and was told by the sales rep manager, Matthew, that he was sorry but it was a mistake and would come off the account. It took several days and creativity to have no service fees from bank. Final invoice for delivery indicated cash only for payment. I called the company and talked to Mimi (supervisor for delivery) and was told I could not use debit/charge because the company has had many problems on final payments, and I may want to take it back after the delivery (concerning). When I explained the $5000 mistake from her company, and that I made sure there were no overage bank fees and didn't have to be reimbursed for the company's error, she called me a liar, and said that it could not have happened in the first place. I forwarded the email from Matthew to her. She called me back and apologized. At delivery the movers did not unpack some of what they (reluctantly on our part) packed, and then they refused to take their trash (tape and sheets of plastic covering from what they did unpack)--I was told by the foreman that he could not bring it back to the warehouse.
We certainly apologize for any inconvenience that you may have experienced. It is never our intention for our customers to be less than satisfied with our services. We give our customers the information about how to file a claim at the pickup. We are curious why the customer never did this. We would have happily compensated our customers for any valid overcharges. We regret that the customer felt they needed to post this review instead of working to reach an amicable resolution through the claims process.
My price was almost triple what my quote was Original price was 2700 and once was packed on truck billed me over 6000. My children's money coins they were saving was stolen ,boxes missing and I also received other peoples boxes One even has a veterans American flag and personal items I know his family is missing Mathew the sales rep once he gets your job secure doesn't even speak to you respectfully once he knows the price is overcharged. They leave it up to you to get on contact with the driver of delivery instead of keeping you updated. That's not how you treat people Worst moving company ever. What they do has to be illegal
I had a moving company cancel on me 2 days before my family and I thought we were getting picked up. I spoke with Matthew, who not only was polite and courteous with my wife and I, but he informed us of what to really expect on move day. Moving went smooth and there was no damage at delivery. Pricing was very fair. I highly recommend North van lines to all who are moving.
I Moved my house hold items from New Jersey to ***. They gave very wrong estimate with out checking items to move and also won't list in invoice while generating it. When we ask why you are not including some items, they say it is fine as they are small or light items. Once you pay advance they count every item and start cheating you for more and more money . While picking up they say, our manger will provide discount once we upload them into truck . Their managers will not lift phone and on delivery day they cheat with more money to deliver things. Else they say they will keep in storage and say we have to pay for storage also. This is cheating company and not moving company and the management is so harsh in their words.
I had a terrible experience using this company for my relocating services.
They did not meet any of the contract agreements regarding the relocation services pertaining to delivery dates, condition of the items being transported, and refuse to provide updates regarding my delivery.
I am a person with disabilities and after multiple requests for the update of my belongings, I did not received my stuff until 15 days after it was picked up. Not to mentioned the fact that there are a bunch of items missing, as well as a lot of broken items.
When I called the company multiple times and spoke with heir manager, I was treated very poorly. Cindy their manager is an extremely racist person and will not provide any resolutions to my issues. I made them aware of my health conditions and how I need it my personal items and hey did not care at all.
As of today, I have Not recieved a response on how they are going to refund me for my missing items as well as the items that were poorly handled and broken.
I really appreciate some help with this matter and thank you in advance for your help and support.
Best regards.
First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
Actual 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 tariff.
General 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 met. Therefore, 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 manner. On 05/10/17 the customer registered in our system an email with login credentials and information required to properly file a claim was sent to her. As of this date customer has yet filed her claim.
Damaged 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 liability. Please be sure to provide all required support directly to CSI for the proper investigation of your claim.
Lengthy Claims Process: The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, 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 etc. All claims are treated to be equally important and therefore handled in the order they are received. We appreciate your patience and cooperation.
For 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 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
I believe the moving company gives low estimates to get your business and then when the truck is loaded they tell you more money is needed, for me, it was 800. They then say you had more items . Example:The estimates count a bed as 1 item but the inventory count it like this:mattresses, rails, slates will be 4 or 6 items. Then the person onsite talks about cubic feet. My original quote was for 1,516 and the new price was 2,316. They required 65 % , so I gave them 65% of he original quote. They now want 459 dollars more and if I don't pay soon, they will charge late fees. I saw similar complaints on the Revdex.com website for this company need to provide realistic quotes. People don't deal with movers everyday
First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
Binding 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 disclosed. However, 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 serviced. Weight based estimates do not require a weight ticket since they are binding and will not change per the weight ticket.
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.
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.
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.
Kind Regards