National Van Lines Inc

My $20K move was disaster from beginning to end. NVL will do anything to keep from paying a claim. When estimate was done by A2B Moving in Auburn, WA, it included boxes for my latex mattresses which were NEVER furnished and both mattresses were destroyed. They attempted to have on cleaned and now that I have photos showing my still gross mattress, they are dragging their feet. The guys who packed and loaded did NOT protect many of my items even though I requested at time of estimate. I had established that I had two locations...storage and an apartment to unload items at. This was ignored and I had to spend two days in a truck stop parking lot directing unloading into smaller trucks. Unloading team and driver didn't get along ...cops were called, workers walked off the job on day 1. I was told that the driver threatened to dump my items in the truck stop parking lot and leave, so during the middle of the night, I had to drive to the truck stop to check on my belongings. It has been like pulling teeth to get National to stand behind their work. Even though I took out a full replacement cost insurance policy, they are difficult. There is absolutely no compensation for the extra nights in hotel, cost to haul away destroyed mattress. DO NOT USE NATIONAL VAN LINES OR A2B MOVING AND STORAGE IN AUBURN, WA.

This is my 3rd long distance move in 6 years and the other two went very smoothly... with different companies.

Move size: 2 Bedroom Home Service cost: $19600

I hired NVL for a cross country move. Aaron and Sean made a really stressful phase of life as seemless as possible. Aaron’s estimate actually came in over, so my move cost less than predicted! Aaron was great staying in touch with me before, during and even checked up on me after the move. Sean and his crew were prompt, worked fast, took amazing care of my items and went out of their way to dissemble my daughter’s room first—which let her catch a nap after they moved the items out. Sean really seemed to care about my situation and got me my items way faster than I anticipated. He works very hard and cares about the people he helps. I highly recommend this company!

Move size: 2 Bedroom Home Service cost: $11000

I received a call the day before our cross country move date to try to get me to reschedule which at that time I made them aware that I could not.

CS stated that no one accepted this load until the night before.

The crew showed with no packing materials. A moving company with nothing to pack the kitchen, and artwork even after I did a video call inventorying kitchen and paintings.

Cesar the leader who arrived first at 7:50am, quit and drove off at 9am and never came back.

After several calls to Tiffany in CS I came up with idea myself that the two workers who were left go to Home Depot and buy materials.

There was no mattress bags/covers even after I did a video call inventorying bedrooms. Other furniture was placed on the truck unprotected which I made them pull it back off, and repack

After 8 phone calls with Tiffany in CS, Lori (her supervisor) made me aware that this case had not been escalated. Even after the leader walked off the job, and with a crew too small to do the job, and no packing materials. So all the phone calls to Tiffany saying they were escalating to Operations was not true.

Several items were loaded with insufficient protection. Shrink wrapping alone does not protect furniture from a long distance move. When workers shrink wrap their hands go right through when they carry the items leaving them open to dirt and insects etc... (I have pictures that were taken inside the truck to verify)

Lori, (CS supv) said that they would take the truck to their Broadview office to "re-pack" properly things that had been improperly pack.

Several items were left behind because there was insufficient packing materials and boxes. Coffee maker, knife set, tea pot, cookware etc...

Paintings were put between mattresses instead of being boxed and protected.

It took a 2 person crew 13hrs which put us a day behind on our relocation plans.

I wanted to deal with National Van Lines exclusively. When 3rd or 4th parties are brought in this is what happens.

Move size: 3 Bedroom Home Service cost: $10000

I hired National because their agent made it sound like my move was going to be in good hands. However, they hired 2 other companies to physically move me. RA movers -loading company showed up hours late- he overslept and arrived at 4:30 pm. and he had only 1 helper, who wasn’t physically fit. and had rented a small Uhaul which barely fit my items - they literally put items in the cab and on the roof, because they were taking to a warehouse 2 hours away. My furniture smells like smoke- possibly from the loader, warehouse.

Two and a half weeks later RelaxRelocations picked up my load. National and RelaxR- both knew that my destination, a gated apartment complex requires a shuttle-large trucks not allowed. However, Enrique, the supervisor calls me at 5pm, on the day they are supposed to arrive (5 days beyond the end of my delivery window), and the big truck is blocking traffic on thebusy main road - was he going to cut corners, have his guys carry my furniture a block, through the gate. One lane of the road was blocked in other direction due to construction, too. I sent them to get the shuttle…then Enrique calls and says my credit card payment to National was a few hundred short, and he won’t release my stuff. I tell him National told me to deduct $50 per late day. I stayed around, not knowing when they’d be back. After 9, Enrique texts that the movers will show up next morning at 7am. They show up, goes Ok…one nightstand wasn’t mine, so I had them put it back on Uhaul truck…However, they needed to make a 2nd trip with Uhaul to pick up my dresser. I gave my gate remote to the movers get out and back into the complex, but unfortunately, they didn’t pull the truck all the way out, the gate hit it and was damaged. I informed Enrique when I learned of this, he kept trying to blame me, pressure me into taking responsibility. Later, .I submitted the apartment manager’s estimate of repairs to National Van lines, who forwarded to Enrique. He called me , saying Karma was going to get me, he knew what I did, and they complained because I wouldn’t let them move me in from the street on the prior night.

Lastly, his movers worked hard. However, they did not attach the base to my TV. I called Enrique about that. He insisted I did not pay extra for that service. I had paid for packing and unpacking/ assistance with TV. They left, then I discovered the base/stand of TV was not in the box with the TV. I had to call National-yes they were supposed to set up TV, then call about the missing base. Enrique denies having the base on the truck ( he isn’t there, he’s in TX on his phone) , yet his guys brought it to me at 7pm…Enrique must have called me 10 times about the TV.

But, when he called me a week later over the bill for the gate and threatened me, that was it. I reported his call to National Van Lines, and blocked him on my phone.

National was good, just sorry that they subcontracted my move out to a weirdo.

Move size: 2 Bedroom Home Service cost: $7340

A nightmare experience. They were the most expensive quote I received and unfortunately I did NOT receive the service I was promised. The driver was extremely unprofessional with several hours of delays on both pick-up and delivery dates with ZERO communication. The movers caused close to $1000 in damage to my furniture after they had me pay for full-coverage insurance and now refuse to take responsibility for the damage. I pointed out the damage to the mover and the driver immediately who apologized for the partner mover not being careful taking the items out of the truck. The driver told me I would have to call National Van Lines’ customer service line to file a claim. These people are only focused on creative excuses to avoid paying out claims. The worst kind of scam company. I am out $300+ for insurance on top of the near $1000 in damaged furniture I need to replace. I have moved SEVERAL times and have never had such a horrible experience!

Move size: 1 Bedroom Home Service cost: $6500

Nothing like moving from Roll Tide country to Snowy Michigan in the middle of winter. As part of my wife's relocation, we received quotes and offers of services from several national carriers. National Van Lines was by far the most competitive, professional, and easy to work with. I can't say enough about Bryan Simpson and Michael Hartung. Our move was complicated with a lot of moving pieces and they went out of their way to accommodate our needs. Potter Moving and Storage of Muscle Shoals, AL did the actual heavy lifting and moving and they were great and very timely. A great experience all over!

Move size: 4 Bedroom Home Service cost: $14300

My 15,000 pounds of house hold good arrived safe enough with only a few thousand dollars of damage. However a local moving agent's team tracked excessive mud into the house and on the carpets due to lack of care and lack of floor runners being put down around the house. When I requested National bring in a professional cleaner to clean the carpets, after I tried to clean it for them, they refused to make it right. They took 2 out of 3 of damage claims to the house for action but refused to consider the carpet. I believe because everyone expects some paint and floor scuffs when moving so they took those damage claims and because the carpet issue just makes their agent look bad they refused that claim.

Move size: 4 Bedroom Home Service cost: $35000

DO NOT USE THIS COMPANY!! I wish I could give them a beg FAT NEGATIVE for stars! What a Fu*king Sh*t SHOW!! Oh where do I begin! They were almost 2 weeks later than the original quoted timeframe, leaving us to buy a new mattress and sleep on the hardwood floor. SEVERAL items were damaged, and they WILL NOT PAY FOR THEM. We were asked if we wanted to count the items, but we're also told that the movers didn't have time. One of our cushions from a chair is missing and it costs more to have one custom made, than to buy a new chair. They lost one of our twin mattresses, and parts to a twin bed. However, "we didn't do the count" so we got screwed! Another damaged item is a piece of art that we paid $1000 for , from not being wrapped properly. Of course, they are not reimbursing us for that either. This is such a lazy and crappy company. We will NEVER use or recommend this company again!

Move size: 4+ Bedroom Home Service cost: $35000