National Van Lines Inc

Reviews

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1. C

   Christina T.

   Source: MoveAdvisor · Baton Rouge, LA to Farmington, MI

   1 May 20252-bedroomPaid $4,700

   Nightmare moving experience with NVL

   I moved across country with NVL, Fazal Kahn as my Sales Rep. First of all, the van did not appear on the pickup date, and no one called to explain. That evening, I notified Mr. Kahn and heard nothing back. He has ignored calls, emails and messages after receiving money. A loading crew showed up 4 days late. The unloading crew placed 90% of all boxes in basement DESPITE MULTIPLE LABELS ON EACH BOX for placement by room in home. In basement, boxes were stacked 4 high, too high to take down by a 76 year old single female. In addition, they broke the wheel off my moving dolly and hid it on top of 4 boxes. Multiple items have been found broken, and I have not had access to most of the boxes. It's been more than a week since my complaints and I have received no help despite numerous calls and emails. I spoke with the Director of Customer Relations, Sue Mackey. After hearing my situation, all she said was "file a claim and we will investigate", leaving me stranded. When I contacted my credit card company regarding my options, they informed me NVL had DOUBLE CHARGED ME ON BOTH CREDIT CARDS. The original estimate was for $4700. They charged almost $20,000 on my credit cards. I requested NVL send a crew of two to move the boxes to the location indicated on the boxes, but NVL has done absolutely nothing to help. Mr. Kahn promised me a discount for the 4 day late pick up. He ignores all emails re this, and would not send claim forms. Four NVL departments disrespected, cheated and scammed me on this move: Sales, Unloading, Customer Service and Billing. There is zero customer service. This company is a scam.

2. J

   Jasmine V.

   Source: MoveAdvisor · Bethlehem, PA to Hollywood, FL

   18 Feb 20253-bedroomPaid $5,000

   DISHONEST PRACTICES, POOR SERVICE, BAIT AND SWITCH SCAMMING

   Our experience with National Van Lines, particularly with sales representative Brian Eichman, was deeply disappointing and frustrating. At the outset, our interactions with Brian were pleasant, and his quote came in significantly lower than competitors—even after a detailed line-by-line comparison. We were completely transparent about every item being moved and even sold some large items (including our couch), which remained on the quote. During our conversations, Brian repeatedly emphasized that the total weight—not the number of boxes—was what mattered and encouraged us to pack items in totes instead of boxes. After signing the binding agreement, Brian became unresponsive until the day of pick-up. On moving day, the third-party company National Van Lines outsourced was professional and efficient. They carefully tagged and organized all our items before loading them onto the truck—a process that took about 2.5 to 3 hours. However, before loading began, we received an unexpected call from Brian demanding additional payment, claiming our items exceeded the agreed-upon weight. This left us with no choice but to pay the increased amount, or our belongings wouldn’t be loaded—a clear bait-and-switch tactic. Our delivery did not arrive until December 23rd, the very last day of the promised delivery window. Upon arrival, several items were damaged. When we submitted a claim, we were informed that the damage fell under our deductible—a direct contradiction to what Brian originally explained, which was that the deductible only applied in cases of loss, theft, or catastrophic damage. Additionally, we had moving blankets stolen during the process. National Van Lines presents itself as a trustworthy company employing honest, retired military personnel and claims they handle your move from start to finish—but this is misleading. In reality, they outsource both pick-up and delivery to third-party companies. Ironically, those third-party companies demonstrated far better professionalism and integrity than National Van Lines itself. In summary, I strongly advise against using National Van Lines. Their deceptive pricing, lack of communication, and refusal to take responsibility for damages make them an unreliable and untrustworthy choice for your move.

3. U

   Unhapp C.

   Source: MoveAdvisor · Oceanside, CA

   4 Apr 20243-bedroomPaid $67,000

   They’ve made unprofessionalism into an art form - avoid this company

   We had a horrendous experience with your packers and movers. Now trying to deal with the claims process and the claims adjuster Laurel Williams has made it an art form to delay communication and evade our questions that we’ve emailed her. She took way longer than the 60 days allowed to even respond to the claim and since then she waits a week or two between responding back. We have made several pleas to remove moldy items from our house and her incompetence and indifference with the claims process is evident. I hope that no one gets her as their claims adjuster as dealing with her has made this process so much more challenging and stressful. it is clear that Laurel Williams nor this company values military families and what they have to go through one bit. Things were also stolen from our shipment which we notified her of and received no response. The check for the items that were approved has not been sent yet and it’s been over a month since that was settled. I truly hope that someone higher up in the company is notified of the lack of professionalism and care on her part as well as the packers and movers.

   Response from National Van Lines Inc

   We regret any frustration during your move. We've addressed agent issues with additional training and procedures. Five claims were filed between Nov '23 and Jan '24, each requiring thorough investigation due to exceeding standard value thresholds. Difficulty finding a repair firm in Guam prolonged the process. Virtual inspections were attempted, but some claims lacked conclusive evidence. Moldy items were claimed after 116 and 136 days, with no visible evidence in provided photos. Settlement checks were delayed due to system overload, but yours was issued on April 3rd via 2-day air delivery.

4. S

   Steve O.

   Source: MoveAdvisor · Osteen, FL to New Brighton, PA

   7 Feb 20244-bedroomPaid $15,080

   They do not honor the word of their affilliated moving companies.

   DO NOT TAKE TRAD RAVON AT HIS WORD. Get every detail in writing! TRAD RAVON DOES NOT HONOR HIS WORD. Trad Ravon, the salesman, came to our home to provide us with an estimated cost to move our property from Florida to Pennsylvania. He surveyed every thing that we wanted move. He said we would need to book an entire 53 foot trailer for our move. He said we would have exclusive use of the 53 foot trailer and it would transport our goods directly to our new home in Pennsylvania. Only our goods would be onboard the trailer from our home in Florida to our new home in Pennsylvania. He told us our property would be at our new address in Pennsylvania between 12/26 and 12/30. The truck finally arrived on 1/6/24. The 53 foot trailer had 23 feet of empty space aboard when it arrived with my goods in PA. The truck driver said he made two delivery stops before arriving at my door. . One stop in New Jersey and the other stop in Massachusetts. I spent the entire day helping the movers and using my truck to drive our goods up the driveway to assist in the move. Trad also promised a second smaller truck would come to our new home in Pa. to transport our goods up to the house from the big truck in the street. It didn't materialize. When we asked National Van Lines for a partial refund of the cost of the exclusive use on the 53 foot trailer they rejected our claim out-of-hand. They said there wasn't anything in writing that stated that we had exclusive use of the entire 53 Foot trailer. Trad Ravon denied he made any representation for exclusive use of the 53 foot truck to the National Van Lines claims investigator. Instead, they sent a check for a measly $100 per day of delayed delivery. $15,080 in moving charges and Trad would not admit that he promised us exclusive use of a 53 foot truck which cost an extra $2000. I guess that went into Trad's pocket! Still making repairs to the items they broke. Still putting stuff back together to the items they took apart. Trad Ravon said they would put everything back together. BEWARE OF TRAD RAVON AND HIS WORD! IT'S WORTHLESS TO THE CUSTOMER.

5. W

   Wes Q.

   Source: MoveAdvisor · Peoria, AZ to Woodbridge, VA

   30 Dec 20234+ bedroomPaid $30,000

   Do not recommend

   I do not recommend. We had a terrible experience with this mover for a cross-country move. They contract their labor. Packers and movers caused quite a bit of damage. We had the highest levels of carrier liability with $0 deductible and $125,000 maximum level of protection. That's full replacement value protection and the most comprehensive plan available. They were obligated to compensate to repair or restore, but that didn't happen. We also purchased the full service VIP option that included full packing, crating and uncrating, and a $50,000 damage protection policy. All apparently worthless. Premier Van and Storage was the agent for National Van Lines. National reimbursed us only a small percentage of the amount of our claim. And they declined to reply to any of my notes to them. Carelessness, numerous damages, lack of compensation, and lack of communication. I would keep looking if you're searching for a quality mover.

6. R

   Ricardo B.

   Source: MoveAdvisor · Chicago, IL to Alpharetta, GA

   21 Jun 20233-bedroomPaid $10,000

   No Accountability

   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.

7. S

   Scott C.

   Source: MoveAdvisor · Bend, OR to Flowery Branch, GA

   13 Feb 20231-bedroomPaid $12,300

   Poor Service

   I am an 85-year-old woman who moved across country from Oregon to Georgia to live closer to my daughter so she could help take care of me. National promised my belongings would be delivered safely and on time. That promise was not kept. I waited for six days past the contract deadline, on borrowed lawn furniture, for my belongings to arrive. I was compensated $50/day for late arrival on a bill for well over $12,000. When the van finally showed up, I discovered much of my furniture, most of which was under six months old, heavily damaged. One piece of furniture wasn't even on the truck. One of the movers was in such a hurry to leave my house, he ripped the fabric of my new couch right before my eyes and didn't utter a word. The movers didn't set my bed up correctly before leaving, either, and the driver told me he spent two days enjoying himself in Las Vegas while on the way to Georgia. I filed a claim report for nearly $3,000 for the damaged furniture, and National sent a check for $216 to cover the claim. I then filed a claim dispute, was repeatedly told it was being handled, and six weeks later was informed that $216 was all I would receive as compensation - all strictly according to the contract, as stated by National. I strongly advise against hiring National Van Lines for a move. (Review written for me by my son.)

8. K

   Kim K.

   Source: MoveAdvisor · Enumclaw, WA to Woodstock, GA

   10 Feb 20234+ bedroomPaid $35,000

   DO NOT USE THIS COMPANY!!

   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!

9. T

   Tawny R.

   Source: MoveAdvisor · Houston, TX to Los Angeles, CA

   2 Oct 20221-bedroomPaid $6,500

   DAMAGED FURNITURE AND REFUSED INSURANCE CLAIM

   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!

10. S

    Stephanie A.

    Source: MoveAdvisor · Redmond, WA to Rapid City, SD

    21 Sep 20222-bedroomPaid $19,600

    Chaos and Frustration every step of the way.

    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.