North Van Lines

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.

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.

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.

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.

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.

Thank you ***! You were a pleasure to work with.

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

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.

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

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