Royal Van Lines, Inc.

This company was the absolute worst and I would like to warn people to stay away from them.

In Mid-February of 2012, I contacted them for a quote for a move from Ontario to Vancouver, BC. Their price was great and when I asked what the delivery time frame would be and was told "delivery is 7-10 days from the date of your departure." Great - we had our stuff picked up on March 31st with the expectation that we would take delivery between April 7-10.

On the invoice, the movers provided, we saw that they had marked all of our items as "scratched", "rusted", "marked", and "at owner's risk". Unfortunately this was all in code on the invoice and the movers did not explain any of this to my husband or I, and we signed the contract as it was. I contacted our sales rep multiple times over the next few days and she chose not to respond.

On April 9, we finally got a hold of the sales rep (1 day after the truck was to arrive). She said that the truck had just left Ontario THAT DAY and that we would take delivery between April 16-18.

On April 16, we called again as we hadn't been told a delivery time frame. We were once again told that the truck had just left Ontario THAT DAY. At this point we were livid and asked to speak with a manager. The manager offered a $300 discount and said that we would take delivery April 21st.
Over the next few days we called multiple times, trying to get a straight answer from anyone. We'd now incurred hundreds of dollars in extra expenses.

The truck finally arrived on April 25th, 15 days later than what we were originally told. When the truck arrived they wanted payment and our measly $300 discount had not been deducted from the invoice. We then had to play phone tag for a couple hours before they could confirm the discount and start unloading. Thankfully all our posessions were fine.
We filed a complaint with the Better Business Bureau (BBB). After 30 days we were offered $100. We responded that that was unacceptable and we had receipts proving additional expenses. After 15 days, Royal Van Lines AKA North American Moving still hadn't responded so the BBB closed the case.

This company has received 3 complaints in the past 3 months so I would urge you to think twice before thinking of using them

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