North American Masters Lines
Complaint 254088 Details

We got an estimate from North American Masters Lines of just over $4000 the end of May, set up a date for them to come and pick up our furnishing for Monday June 17th at 9 AM and delivered to our new address On Wednesday the 19th.
Not only were they a day LATE (showed up at 3 PM on Tuesday with a truck too small so they hd to get another one), but they wound up charging us $6,656 total. They under estimated the weight, and then added additional "hidden" charges. After they loaded our belongings, and left, we were then told that they would be stored in a warehouse for a week to ten days while they waited for another to be going to the same state as our shipment. This was NOT in our contract. We tried for two days to get a live person on the phone and all we kept getting was voice mails and no call backs. After threatening legal intentions, they decided to deliver to us on Friday the 21 of June. When the two men arrived, and began to unload our things, we noticed that our boxes were crushed and a lot of things had been banged up, smashed, broken, shattered or just plain missing.
I have pictures to prove this.
When we complained to the driver he said to file a complaint, it was only his job to deliver and move the items. He didn't care.
Which was more then obvious by the way he tossed our furniture onto the lawn and porch.
When we contacted the office to make the complaint (we had taken out the insurance through them!) it took 5 days for anyone to get back to us, and that was Via Email. We received the claim forms, and had to print them out. No big deal.. however, after reading over them, we found that there wasn't any real way to claim most of the things broken as they wanted not JUST the pictures but receipts for the purchased items as well as Month and year of purchase. This is impossible since things that were broken were either antiques, gifts, or items bought more then 30 years ago. Pauline Tomich says that without the receipts (of which become NAML property) they can not process the claims.
Also, anything PBO (Packed By Owner) is not their problem, and anything not inspected by the movers at time of move isn't their problem either.
So that leaves us out completely since a relative was there for us, as we had to leave on Monday to be at our new residence by Tuesday evening, and we don't know who inspected what if anything!
I have pictures of broken items, and I find it incredibly hard to believe that things that were packed not only in multiple layers of bubble wrap then in a picture boxes, could shatter just from a move.
I've moved several times in my life and have NEVER had anything like this happen before, or experienced this level of damage.
The hoses to our washer and dryer have gone missing and all the people at NAML can says is "Oh well, not OUR problem."
Also they do not claim to pay for replacement of any broken or missing item in their claim forms, only $.60 per pound of broken item.
I quote "If the leg of your table is broke you must provide the exact weight of the leg alone, not the entire table. If the table leg weighs ten pounds then you are covered for that weight ONLY and the weight of the table."

This moving company is absolutely ridiculous.