North American Master Lines

It was move from Orlando, FL to the Fredericksburg, VA area. Sales consultant was very reassuring, attentive and personable during the estimate process. After confirming BBB ratings and other sources, committed as the 'price was right.' Seven years prior had used 'full-pack' movers to move me down to FL from VA with a wonderful experience (unfortunately, couldn't remember the folks); hoped for a similar experience in reverse. Was very wrong.... Original arrival date for the move was scheduled for 6/29 AM (moving from a place with expiring lease on 6/30). Knew we were in trouble when received a call around midday that they were delayed by someone who grossly underestimated their belongings. Trying to be understanding in the midst of stress that move always entails and assured that they would be there in the afternoon, I commiserated and appreciated the info. Big dummy.. By 5:30p, still no sign and no word - finally managed to reach their dispatch (believe me - a feat of miraculous proportions) and was informed that they would not be making it, but would be priority for the next day (6/30). Had to cancel hotel reservation that I had for the evening and, luckily, was not charged for it. 6/30 went much the same way after numerous conversations w/dispatch - always some excuse from the continuing prior customer to driver out of hours to needing to have a new truck due to prior customer's load taking all the room. Was pretty vocal that was now breaking the lease and now required to break a reservation that was guaranteed in Hilton Head Island, SC resulting in an additional rent charge on the apartment AND one night's stay for shifting the SC reservation back. Was assured that they would deduct those costs from the $2,500 estimated costs. 7/1 did not bode well - suffice to say that they finally were 'able' to arrive around 3:30p (while still having the SC reservation and having to drive there w/my 2 cats). Only 1 was able to speak and understand reasonable English - and contrary to what one might think coming from FL, native language seemed to be Russian not Spanish. The packing process was a matter of simply throwing things in boxes, unmarked as to even what room they came from, and a steady stream of incomprehensible Russian. Given already in violation of the lease and needing to drive another 6 hours, I didn't throw a fit, but should have. After everything was on the truck and packed, then came the real flimflam.....oh, well, our estimates are based on standard laminated furniture (????? - excuse me, why?) and you have a large amount of solid wood items (well, duh - had explained that to the consultant doing the estimate). 'Oh, but we're going to knock off a bunch for the delays' - like so many others, you're over a barrel at that point as they will charge you per piece to take everything off (and still have to pay for the packing and material charges). Then it was, 'we're doing this by cubic feet - we can weigh it, but with the solid wood will probably be worse.' At this point, just wanted done and on the road in the inevitable t'storms of FL. To make this very long story shorter, the other end was not much better. Although a house (not a rental), had explained that a small country road in Central VA. Driver called on 7/3 when was told by him would be there, that was going to deliver on 7/4 - oops, maybe not. Finally showed up late morning on the 5th with no less than a full-size, over-the-road tractor (Volvo for anyone that knows trucks) with a full-size 53' trailer. To make the process shorter in 90+ degree temps and high humidity, asked to peek in boxes to try to figure out where they should go. Was obvious that the driver (again, Russian speaking along w/single helper) was irritated - mentioned that wanted to be out to be off up to the DC or Baltimore area. Brought out my own scissors to try and cut through the tape - he finally after struggled through 3/4 of boxes that way, allowed me to use his Exacto); Needless to say there was no unpacking effort as promised, and managed to feel like was a gift that they reconstructed an Ashley coffee table and put the feet on the couch. In the end, was $700+ more than the estimate even with the 'supposed' discounts - destroyed couple of old country kitchen pieces. Not even going to comment on the lack of attention to even common courtesy in notifying when something goes awry in scheduling - 2 days later than promised on pickup and wasting a holiday waiting for no good reason. DO NOT EVER CONSIDER these folks - unless you have 4-5 days to spare on each end and belongings that aren't that important to you.

NOT GOOD!!!

Complaint Description: I spoke with Ms Stephanie in the sales dept of this company and feel she totally misrepresented what I would be getting for the price I was quoted. I was given a quote for moving to Boston for $3129.80 on the 30th of Nov. by Stephanie. Gave her a dep of $932.00 which left me a bal of $2197.50 to be paid the day I moved. I called to see if I could put the bal on my debit card or a check was told that was fine so on 2/28 I gave them a check for what I thought was the final pmt of $2197.50. BEWARE BEWARE BEWARE 1. She quoted me a 5000 lb weight on what I gave her in the moving items. I questioned her on how she figured the weight out and she said she did it on the articles that were to be moved. I asked if someone didn't need to come to my home as previous movers had done she said NO, she had be doing this a long time. 2. On the day of the move (movers came 2 1/2 hrs late causing me to miss my plane that evening and get a hotel)they gave me a certificate with weight of the truck on it and told me once it was loaded they would give me another slip (NEVER GOT ONE) had to take their word (Wow)They informed me that it was over weight by 3296 lbs that is a big difference and would be charged $.45 per lb. for an additional cost of $2197. 3. I paid $732.00 for full packing service to incl all supplies she neglected to tell me she was going to charge me an additional $824.00 for labor. 4. Then I received an email after I moved that I would owe an addition $2587.50 to be paid in CASH . Now who carries that kind of money on them? I had to phone my bank in FL to wire me money in Boston to received my goods. 5. When I finally got my furniture 7 days later Dimitri the driver told me he was told to not take one piece of furniture off that truck till he had the cash. I was afraid I would pay him and he would leave so I offered him 1/2 to start showed him I had the cash and the other 1/2 when he finished HE REFUSED TO MOVE TILL I GAVE IT ALL TO HIM! i BELIEVE i WAS REALLY STRONGARMED HERE. 6. Then they charged me $355 because my condo was more than 75 ft from elevator. I was told by one of the employees when I questioned their tactics that they keep the ratings up by having the employees fill out the rating sheets. When I got to my new home I went to business office to see where they could unload and the manager said what is wrong why are you so upset and when I told her what these movers had put me thru she said wait a minute came back and said you are not the only one we have had other people tell us the same thing about this moving company BEWARE BEWARE BEWARE BEWARE Your Desired Resolution: I am seeking a settlement for the undisclosed amount of money they charged me $2587.50 for practices that were not explained to me even when I questioned them. After all how do I know the real weight of that truck when I did not see any actual weight slip. To charge $824.00 for labor on full packing service. WOULD NOT RECOMMEND THIS COMPANY TO MOVE MY WORST ENEMY!!!!!!!!!!!!!!!!! This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when