University Moving and Storage- North American Line

I was assigned third party mover, University Moving and Storage by North American Van Lines on 12/8/22. I met with Blake Bruns who assured me that my move would be treated as if I were family. I requested packing services for garage items only. On 12/27/22, 7 movers from University arrived with no truck and no packing supplies. They proceeded to repack items inside that I had ready to be loaded and then told me that they needed to pack items inside my master bedroom drawers. They left after 4 hours and came back 12/28/22 with a truck and loaded all contents from my home. On 12/28/22, I told driver Nick that my house in Wilmington was ready for the items at that time but he said that he had already scheduled another job so 1/9/23 became the agreed upon move in date. On 1/6/23, Jacob Black of University contacted me that Nick was not able to deliver until 1/10/23. I complied with the delay because I needed my furniture after waiting that long. On 1/10/23 Nick arrived with 4 movers from Wilmington. Immediately the movers from Wilmington began telling me that they could return the next day to finish the job. The move became chaotic as boxes kept coming in before furniture. The driver Nick was not present in the house until 6PM at which time he said that everything needed to be off the truck because he was leaving. He told me that he was going to leave items on the driveway. Key pieces of furniture were slammed into the garage. I refused to sign the inventory sheets that Nick shoved at me because the move was not complete. He stormed out taking the inventory lists with him. He left with no beds or tables assembled and the house in complete disarray. I couldn’t find lamps or bulbs. I tried to get in touch with my move coordinator Jacob Black but he did not pick up and did not return my message. Two of the Wilmington movers came back 1/11/23 and told me that they expected to be paid by me to finish the job. I had them call Nick who screamed at them that the moving coordinator Jacob Black had already called me three times that morning. Blatant lie because the Wilmington movers were sitting with me near my phone. I called Nick then who said “Not my problem” and he hung up. I called my moving coordinator Jacob Black again who had me speak to the operations manager Robert Shofstall. I FaceTimed him the condition of my home. He did arrange for 3 movers to assemble items but not until 1/14/23. I had to continue staying at a hotel due to the condition that the home was left in. On 1/15/23 I was able to finally locate and open a University packed box from my master bedroom drawers. It contained my jewelry box with several high value items gone. I contacted the company immediately and Robert Shofstall told me that he would meet with Nick and find out what had gone wrong with the move. He asked me which movers I suspected were involved with the theft and he gave me his own opinion. I did not hear anything for a week and contacted him again. He deflected during this conversation and told me that Nick had said that I had asked for the delayed delivery and he himself was not responsible for the theft because he was operations only. He told me to file a claim with North American as they were responsible for claims. That was the last communication from him. He quit responding to emails or calls. North American denied my claim and told me that I needed to file a police report (which I had done the first day). Victoria Gaskill of North American told me that I would have to address the stolen items with University. North American also denied my Late Delivery claim saying that I had requested the late delivery, which I did not. This is the worst move that I have ever had and the worst customer service that I have ever experienced. I would never recommend this company to anyone. They hire LIARS AND THIEVES. They definitely do not treat you like family and I would never trust them with a safe move period.

We do not recommend this company! Our intrastate delivery was delayed and rescheduled four times over several weeks with poor and inconsistent communication and inadequate care or compensation for our family during the process. Throughout the over two weeks (including the original delivery window) of sleeping on the floor/air mattresses of our new home while waiting for our items to arrive with three small children we were pushed to the parent company (SIRVA) for customer service and claims which was a worse experience. This was one of the most difficult and stressful experiences for our family in what should have been a happy and exciting time. This Company is unresponsive, untruthful, and unethical in the way they treat their customers and we would NOT recommend them to anyone going forward.

Requested a quote via email, They never responded or called me. Guess they don’t need the business, and I don’t need a mover who does not even call me back for a quote

Excellent.

Crew was on time and friendly and kept us informed of status. Company overcharged labor hours by 1 hour as bill did not reflect actual onsite start time. Ended up damaging dining room table top, no claim filed, and broke corner of mirror which was reimbursed although not sufficient to repair/replace mirror in headboard.

I was really nervous about this but it went very well. Movers depend on the people/staff. The Westchester office of University Moving and Storage is personable and professional. Mark Bruns came and gave us an estimate to store and move a load of furniture to Georgia ($3,650 with one month storage). We were so impressed that we also asked for an estimate to move a daughter to Florida ($3,460). Both were complicated moves. Throughout the month prior I was able to call a woman named Beverly at the company. She/The Westchester office knew the mover/trucker for each load to Georgia or Florida, so we were kept apprised of the whole project. I knew these guys were dependable.
Note: When you have a smaller load (which we did), it has to be added to another load so delivery is within a two week window. We didn't understand that totally but it makes sense and can be inconvenient. Still, bottom line, you want your things to arrive in good condition. They number each item, give you a copy and the actual trucker has a copy. They check boxes off on arrival. We were happy with the process.

We used North American recently.  They left some stuff in the garage when they left our previous house.  I made 2 trips in my large SUV loading/unloading all the stuff they left.  I walked all four movers through our new house and I had signs marking the 3 bedrooms plus a to-scale layout of each room in our new house with our furniture in the proper place.  Also, I had a list of rooms with what furniture was to go in each room.  These movers just put things where they wanted or just dropped in our
garage.  They put a 3-ton hydraulic portable jack in front of our fireplace in the living room!*?  Anybody with a little common sense would know that jack would go in the garage.  Two of the four movers said no couch would be able to get into our 4th bedroom even though I told them the previous owners had a couch in it.  The other two movers were able to get a couch into our 4th bedroom.  If we would ever move again, we definitely would not use North America

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I hate them.  They left a whole bunch of things in the house that we did not noticed.  They did not give us a refund or anything of the cost to back up the stuff that they left behind.  I was very unhappy with them.   

The price was very high.

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Chris Egan gave me a thorough walkthrough and bid a month before the move and he was right on in estimate, in fact they charged us less due to a miscommunication on a third party bid for some things that were going to Medina Ohio!
The crew headed by Mark and his crew were wonderful and worked tirelessly packing, loading, unloading, putting together, moving just where i wanted it and doing just as i asked.  I cannot say enough good things about this company and this crew.  
I few 'office' type glitches but that is to be expected when mother company is out of state.  I was pleased and have and will continued to use North American Van Lines/Univerisity moving!!

Packing and unpacking was satisfactory. Communications were poor. They moved our stuff when it suited them, not when it suited us. I had to pay for 2 extra nights hotel accommodation because they would not move me in on the date I wanted. There was very little communication, and I remain unhappy with the way I was treated. Their storage billing is indecipherable. Keep accurate records yourself, do not trust their billing.

Trust me, you don't want your valuables handled by these people. University damaged a couch that cost nearly $1,000, and then refused the claim, saying it was a pre-existing condition. They did not even offer to try and have it repaired (we paid a professional cleaner out of our own pocket to get the damage out, they were not successful.  We provided photos of the couch we took the day of the move (pre-move) showing that the couch was NOT damaged pre-move. They still denied the claim. The drivers also flat out lied. They claimed they told my wife about the damage pre-move, which was a lie, the drivers never said anything to her. Sue Maiden at the Michigan office was completely worthless, and now refuses to reply to our emails and phone calls. The local University manager will not return phone calls either. I was really shocked that a national chain like North American is running such a scam operation. We are in the process of reporting them to the Indiana State Attorney General, local better business bureau, etc. We are also in process of sharing this story on social media, a couple of the local TV stations (where we have some contacts). The public needs to know that you risk serious financial damage if you use these movers. Trust me, stay away from them. 

University was a big, big problem, but North American Line was not. The representative from University that provided us the quote was also the regional manager from the Farmington office. He gave us a binding/guaranteed estimate to move and it was not to exceed the exact amount of $6011.78.

The day of the move, the driver was concerned that tthere was more weight on the truck than what we were quoted. We could hear the driver discuss the issue with University and he put me on the phone with the University representative who said I would have to pay extra. I asked what about the binding estimate, considering that they were there twice before the move to give it. The representative informed the driver that he should just unload the truck right there since we didn't want to pay extra. The driver (who was employed by North American Line) was absolutely fantastic and said he would not walk away from us. He called the president of North American Live (as he'd been with the company for 30+ years) and the president agreed for the driver to do the work with no additional costs to us.

Later when one of their service reps called to cehck in with us, I told her that it was an awful experience. She said they reserve the right to change any estimates. In the past, she said, they have had instances when customers have purchased extra furniture after the quote and added to the truck. I understood that and would have agreed to additional charges if that was the case. After the driver compared his package count with the original that the rep counted during the estimate, it was off by about 2 boxes-- so there was no need for the extra cost. The driver agreed to take and unload our items at a storage facility in Tucson and that went on with no additional problems.

University Moving earned an A rating until the very last day when things went sour.

Initiated the process by getting a quote; the process was reasonably quick and very professional. I was able to schedule to packing and moving to occur on the same day. The packing was great; all fragile items were well packed and survived an 1800 mile move. On arrival day, all items were moved to their desired locations, bed was assembled and everything was as expected.  Great job.

The move went smoothly and without accident. All items were delivered in tact. The work was completed within the allotted time.

They did a nice job.  They were careful with our belongings.

Joe Marcero was professional and very understanding when it came to the stress of moving. He walked through my home and gave me an estimate. He gave me options that his company could do as far as packing and alternatives that I could do for myself to save money. He was courtesy and professional. The morning of the move the movers were prompt. They walked through the residence and devised a plan to move my belongings. They were quick and diligent. The name of the movers are Tony and Mike. If you are fortunate to have these men move your household you are in good hands. They did not waste time at all. For example, there was a treadmill left from the previous owner in the garage. They moved it to my basement without hesitation. They broke down and set up all furniture that needed it. They started at my previous residence at 8:15 a.m. finished at my new residence at 11:30 a.m. With a 45 mile drive sandwiched in between. Just outstanding. Plus AAA members get a discount. I hope never to move again but if I do University is my first call.

It was a really good experience and we will use them again. I highly recommend them

We had to move around a couple of times because of my wife's job but we are finally settled. The experience was really good. They were the lowest price and they did everything they said they were going to do. They packed us one day and moved us the next day. It was really very easy. We had moved ourselves from Ohio to Michigan and we hired them to move us from Michigan to Indiana. We were only in Michigan for a year.