Christian S.'s review of First National Van Lines

First National Van Lines

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Complaint Posted 1/23/2024
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First National Moving was one of the worst experiences my family I have ever experienced.
I’m not even going to get into the first half of the experience, but I’m going to walk you through the events that unfolded with the delivery, unloading and unpacking. PII: First off, I got a call from our driver (same person who loaded the truck), trying to guilt me that he was working because he was supposed to be on vacation, I don’t see how that’s my problem but ok. He goes on to tell me that they will not deliver my families belongings unless I filled out a form he said he was emailing me. Once I got the email, it was just a basic word doc, asking for ALL my PII (Personal Identifiable Information) name, address, credit card infomration, CVV, signature, and Drivers license information. Now I’m not sure how many of you are aware, but this is a huge violation of consumer privacy practices in how PII is being handled. They are not allowed to store or have on going access to anyone’s credit card information and I was being forced to email it to a contract trucker for hire. The hired help: They assured me they are the best, and they have the best guys who will help us, etc etc. and when they showed up to unload the truck these people confirmed they were hired off Craigslist. None of them knew what they were doing, they stripped screws when reassembling things, and broke door and window frames throughout the process. One of the movers showed up with his wife and she kept asking people for rides until my wife felt so uncomfortable she finally got a Uber to get both of them off the property. Unpacking: This was the most unprofessional job I’ve ever seen. They basically just dumped stuff in boxes. They literally put dishes in a box, and either put or dumped a container of oatmeal that was spilled everywhere. They did the same thing with our daughters play sand container, just threw it in a box and it broke open so it was leaking everywhere in the house. Oh, and you know those tall garment boxes, with the bar at the top to hang clothes on when you move? We had a bunch of those…that they never put the bar in, they just threw all our hanging clothes in the boxes until they piled up to the top and taped it up, so that was really cool. Plus we are missing a ton of random stuff that we cannot even claim because you need pictures and I have no idea how to even begin to start a claim for things we cannot find even though we have opened and unpacked every box. Also, I cannot find our checks that I had in my desk, so I had to call the bank and cancel those, again, I am extremely worried about ID fraud coming out of this whole process. Insurance: So as I went to file my insurance claim, I discovered that I did not dig into this enough and found that items that were damaged are reimbursed at .60 cents per POUND. Nothing to do with the actual price of the item; just take whatever the item is, weigh it, and multiply that by .6. So if you have a $1,000 stereo that weights 10 pounds you would get $6. Most of the items I was going to claim are under a pound so there isn’t a reason to go through the process. My rep kept referring to the coverage saying “you have $115K in insurance coverage, do you think that’s enough?” To which I obviously said yes, but that is not how they calculate the payout. This was extremely stressful and painful; and when I say that I’m not talking about the move, I’m talking about First National. I was so stressed I would wake up in the middle of the night just worrying about this and whether or not our stuff would make it to our new house.
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Additional Business Information
Hours   m 9-5, t 9-5, w 9-5, t 9-5, f 9-5, s 9-5 Phone   (800) 597-9826 Address   102 N 2nd Ave E Unit 1037
Newton, IA 50208
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