North American Van Lines Complaint - Damaged Property/ Claim Ignored/ Expensive & Lengthy Arbitration
JACKSONVILLE, FLORIDA -- I am writing this to let you know what to expect from North American Van Lines if you hire them and they damage any of your items. North American Van Lines moved my husband and I from Nevada to Florida in June 2005. They destroyed the wheels on our big screen TV, crushed the top of an antique chair and completely removed the seat of another antique chair. We filed immediately with NAVL; they sent someone out to estimate the cost of repairs, and make the repairs, if possible. He grossly undervalued these costs, so we contacted NAVL and requested that their estimator/repairman come back and do the repairs for the amount of his estimate. Neither NAVL or the estimator responded. We escalated the claim ($1423.25 for repairs), and NAVL didn't respond. We then requested arbitration through the American Moving and Storage Association and the National Arbitration Forum. That cost us $250, plus the cost of pictures, appraisal and USPS Delivery Confirmation. We went into arbitration; NAVL had until 9-18-06 to present their side. NAVL submitted the paperwork to the Arbitration Forum by 9-18-06, but without a necessary form. They were notified of the deficiency. NAVL then submitted the form, but without a necessary signature. The Forum again notified them, allowed an extension (until 9-29-06) to get it, and fined NAVL $100 for not meeting the original deadline. NAVL made the correction, but has not paid the fine. They have been notified of the deficiency, and advised that the Forum will not go forward with the arbitration until ALL paperwork and fines are submitted.
I would like to say, also, that the Las Vegas crew that packed and loaded our stuff did a wonderful job. My husband and I took the names of the entire crew and sent them a letter praising their work. They were informative, friendly, punctual, quick and careful. The estimator did a great job too--he gave us a "guaranteed not to exceed" estimate that was right on target. As a matter of fact, we ended up paying far less, even though we informed the estimator of several large items that would be staying.
The move itself, the moving crews and the truck drivers were all great. It's the aftermath that has been so aggravating.
As a final note, the arbitrator ruled in our favor. After some delay (which seems to be the norm with this company) we received the check from North American Van Lines. I am glad to be done with them.