Recommendation: DO NOT USE North American Van Lines for your move!
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To: Paula Wicks, Customer Services
NorthAmerican Moving Services
& Matt Chila,
C & D Moving and Storage Co
Dear Sir or Madam,
We have received your letter
When the contract was established with C&D Moving, it was clearly understood that partial unpacking would take place and this included unpacking and assembly of the goods as designated by us. The agreement covered goods that we had pre-packaged. This was widely documented, including correspondence and confirmation from C&D Moving, in the exchanges that followed the incident when we asked to have the unpacking and assembly to take place as contractually obligated. Such claim better suits a vaudevilles than a apology letter from customer service.
To apologize for the mishaps is certainly appreciated but not addressing the bottom line that you displayed an unbelievable pattern of incompetence, miscommunications between your units and frankly malpractices and bad faith.
Your letter adds to the trail of proofs that you driver and moving team were overwhelmed and cut corner and process. You again confirmed, your driver and moving crew did not give us the opportunity to check the items at unload:
· Multiple people bringing boxes in at the same time and requiring to know where to put them
· Refusal to open the boxes or unpack – deferring to another crew
· Statement made by the driver that this was the whole shipment
· Statement made by the driver that any problem would be handled later – including deferral to another crew that never performed its task
· Statement made by the driver that there was no time to add additional processes.
This, in addition to the clear lack of communications between your services led to a very poor moving experience.
It is shameful that you are pursuing traditional insurance malpractices approaches of rejecting claims and passing the responsibility across departments hoping probably that we will not pursue the matter further. Make no mistake, we are pursuing!
Pursuing this way, you are endorsing this practice as appropriate and no-fault for your company!
On this basis, we can only characterize this situation as a clear demonstration of malpractice, false advertisement, incompetence and irresponsibility. You have breached several terms our contract in terms of nature of the service provided, how the services were provided, etc…
We therefore inform you that we will legally pursue this matter, naming NorthAmerican Van Lines and C&D Moving and Storage. We are exploring with our counsel the best way to proceed; especially as the repeated breaches of contract allow to at least questioning to what extent any other clause would still be valid.
Once again, we are very disappointed that your company persisted with this approach; especially considering the very reasonable claim that we made compared to the terrible service that you provided and breaches of contract. I can only again suggest that you reconsider and accept your responsibility
You have now demonstrated that this is not an isolated incident, or should I say streak of incidents, but rather a company endorsed practice. This is very regrettable and unacceptable. I am sure that you will understand that we will especially focus on preventing you to continue with such practice and therefore seek maximum coverage and publicity around this matter.
We are, probably naively, still hoping that you will live up to you responsibilities and reputation.
CC: Better Business Bureau (Alameda County CA, Danbury CT & Indiana)
State Attorney General (CA, CT and IN)
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This information is posted in order to warn consumers of the business practices of NorthAmerican Van Lines and C & D Moving and Storage Co, Danbury CT. It does not serve any other purpose.
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