Dana of Arlington VA (05/12/06) The driver was rerouted and then delayed with my shipment to be delivered two days past my final delivery date put on the contract. After several calls, finally spoke to Cindy (who told me her superior was the President of the corporation). I explained to her why I needed my shipment by the contract deadline and she became rude with me and hung up on me twice. I never once yelled at her nor called her any kind of name or was abusive with her. She was completely rude (along with hanging up on me), refused to give me the driver's supervisor's name (who lied to the Northern California Rep by telling him my apartment complex told him -- the supervisor -- they wouldn't allow delivery on a Saturday); she would not give me the license number of the company until I asked for it four times. I then told her I would be filing a lawsuit if she didn't get my shipment to me before the day I started an important new job.
She then told me it was because of my calling that the driver was being delayed -- when I called I called the first time, I was told the driver was already delayed. The driver, Douglas called an hour after I had spent nearly seven hours on the phone with the company trying to get the issue resolved. He was verbally harassing to me and kept insisting I should have called him and not the company -- when the company told me if he didn't call within 24 hours of the locked in date (which he didn't), I was to call the company. He stated he didn't have time to argue with me but I was wrong in calling the company. He stated he was a human being who needed a day off (which was why he apparently couldn't deliver on Sunday -- a day after the contract deadline delivery date).
The northern California rep and dispatcher both told me there was no reason, from looking at their dispatch screen, that he couldn't get to me by his contract deadline date, yet Cindy continued to insist he just couldn't. They owe me one night's compensation for going over the contract deadline plus compensation for the things I had to buy for my new job which I wouldn't have had to do if they had arrived by the final contract delivery date. My load was a small load and so I was placed in low priority -- and they kept rerouting him to pick up bigger deliveries. The driver, Douglas, also told me it would be very difficult for him to deliver on a weekend because of all the residents being home at my complex. I told him there are many other moving companies that deliver on the weekend with no problem. I am still waiting to see if I get my furnishings, clothing, valuables, etc, by Sunday -- a day past the contract last delivery date.
Rob of Fredericksburg, VA January 17, 2006
Rob of Fredericksburg VA (01/17/06) Although this was a very large move with guaranteed pay by the government, the company grossly understaffed the move resulting in excessive damage and lost items. Additionally, the labor provided was negligent in assembly of our furniture resulting in a king size bed collapsing while we were asleep and childrens bunk beds that were in jeopardy of collapse had we not immediatly inspected the other beds after the collapse of the first bed.
The size of the move required at least five movers to ensure safety, timeliness and care of our property. North American only provided 3 movers plus the driver. As a result, numerous items were broken, furniture was incorrectly assembled resulting in collapse and damage. Many items clearly marked by the packers were not placed in the room it was marked to be placed in and most were "buried" in the basement by movers who were tired and just started throwing boxes in the basement.
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