Customer Testimonials
The day of pick up for my move was a bit chaotic. My schedule for pick up was changed from 9 am to 4:30 and I wasnt notified. When the guys showed up they did a great job. The arrival went perfectly. Right on time. Overall it was a good experience besides the pick up debacle. The price was the best I found after calling 3 other places. All my things were in perfect condition upon arrival also.
The people were great. Quick and mostly careful. I did have a couple of things that got knicked in the moving process but its to be expected. Overall the crew was respectful friendly quick and as careful as they could be. My most fragile items arrived unharmed and in one piece which was a win!!!!! I would recommend to others.
Crew that packed the house and unloaded went above and beyond expectations. Luckily for us, only 1 box and 2 furniture pieces were damaged during the move, unsure of how it happened, so be wary and check every piece before and after. The box contained glassware and appears to have been dropped, as 2/3 of its contents were shattered. But that stuff happens. Kudos to On Time Moving as well for their customer service amd communication throughout the process.
Overall the people were great/nice to work with. However, we had broken furniture, scratched floors and missing boxes when they delivered. The fragile items I had packed prior to pickup arrived undamaged. I think they could have taken more time and care in moving furniture and delivering to ensure nothing was broken.
Great customer service from my first meeting with Crystal Merriweather to the final unloading by my driver Damon and his crew. Polite truck guys, friendly, pleasant, enjoy their jobs. Damon is one of the best representatives of his company that I've ever been around. The man truly loves his job and shows it in every single way. His first words to me on the phone when he called me prior to picking up my household goods was that I would enjoy the moving experience and their goal was to reduce stre ss on me, not increase it. He emphasized that they like they like their jobs and tgey like people. Packing process was overall very good, although some items were not clearly labeled in boxes and some electronics got put in boxes that had nothing to do with electronics. Better accounting on which boxes contain which goods would've been welcomed. Also, two or three drawers full of clothing stuff in the top drawer of a dresser doesn't make sense. I had trouble getting it out.All in all, though, ex cellent service all around and I would use National Van Lines again no question.
Loading
Fast, efficient; crew were careful not to damage furniture or walls, even in tight turns on stairways.
Issue with our two e-bikes - they were unnecessarily broken down, then upon delivery were reassembled incompletely.
Delivery
Rushed. The crew were being rushed to get to their next job and were sloppy with reassembling some furniture and especially bikes (lost parts).
Only minor damage to items. Ruined bike mirrors (lost parts meant they could not be re-attached), dented wine r efrigerator. Otherwise no significant damage. Nothing missing, except bike parts and some screws to another piece of furniture.
Delay. Delivery was two days late. Delay compensation was inadequate. National refused to take into account regional differences when determining allowable hotel compensation.
Billing. National charged us $188 for a non-existent TV carton. We explained that the "TV carton" had been cobbled together from old boxes and packing tape and asked for that amount to be re funded to us. The accounting department refused to communicate (emails went unanswered) and only relented when we threatened small claims court.
We would also question why the charge for a TV carton is $188.
My items were placed on a truck with another individual being moved; I was the second person packed.
The weight of my items came in under, but apparently the other individual had more items than expected.
To get my items on the truck, many of my items were repacked once out of my possession; clothes taken out of wardrobe boxes in put in blankets; etc.
When items arrived, the mover had to pull items off back of truck and ask, "is this your mattress, is this your box spring, is this you r patio furniture". Sticker numbers weren't called off or tracked.
Now I submit a claim for missing rain boots and your feedback is "item not noted as missing on delivery papers."
For a $20,000+ move, I'd expect items to not be comingled with another mover, items to remain packed and especially clothes that were incredibly expensive to remain in wardrobe boxes.
And when items go missing because you've repacked items once out of my possession, you reimburse me.
The local Houston affiliate of NVL who packed my furniture was great. Almost all of my furniture arrived with no issues. However, the person with NVL who packed the semi-trailer, put someones motorcycle (!) next to my antique china cabinet. The motorcycle shifted and a handlebar went straight through the back of my cabinet. Plus one of my tables was put with someone elses items and was delivered the following day. Fortunately I paid for $0 deductible insurance and the claims process has been goo d.
National was great.
Packing at 5 or 6after explicit directions packed my briefcase with passport, flight info, hotel booking etc.in shipped box , still looking.
After direct instructions forgot to pack most expensive wines and Ports(1970 vintage).
Last day after complaining got packed.
Hugely under packboxes , coffee maker in large box with 3 times as much paper than the item