Caution urged with Northern Moving Systems
I strongly recommend documenting everything carefully before hiring Northern Moving Systems. Our experience involved a major discrepancy between the estimate we were give
... Read More
I strongly recommend documenting everything carefully before hiring Northern Moving Systems. Our experience involved a major discrepancy between the estimate we were given, the services we received, and the subsequent resolution process.
Northern Moving Systems marketed its virtual estimates as using technology and experience to provide “precise and detailed estimates” with “accuracy on each and every quote.” During our virtual walkthrough, we showed the representative our entire home, including rooms, closets, drawers, garage items, wall hangings, and other belongings. We specifically raised concerns about items that weren't furniture and were told they would not materially affect the estimate.
We were quoted 724 cubic feet. Our shipment ultimately occupied approximately 1,800 cubic feet, roughly 2.5 times the quoted volume. We questioned the unusually low estimate before the move and were told the favorable price was due to booking during an off-peak period. We relied on that explanation.
We also participated in a subsequent quality-assurance call, disclosed additional items, and removed several items from the inventory. Despite those updates, the revised estimate remained substantially below the actual shipment volume.
The delivery was a separate problem. Our shipment arrived with an initially very small crew. One crew member said he was ill and spent approximately four hours in the truck. Other crew members had stated time constraints. We ultimately had to carry a substantial amount of furniture and boxes ourselves.
Boxes and furniture were left in the garage rather than being brought into the residence. Furniture that was supposed to be reassembled was left incomplete or assembled incorrectly. The crew lacked the necessary tools, so we had to provide our own. A bed was assembled without the required support screws, a kitchen table was assembled incorrectly and damaged our flooring, and another bed was not assembled at all.
The crew eventually stopped working and asked us to sign the delivery paperwork despite the work being incomplete. We signed so they would leave, not because we considered the delivery complete or satisfactory.
The following day, we discovered additional damaged or missing items, including decorative pieces and significant damage to our espresso machine.
Our contract included full unloading, furniture disassembly/reassembly, and delivery to the first flight of stairs. A substantial portion of those services was not performed. We therefore requested compensation reflecting both the estimating discrepancy and the incomplete destination services.
After posting a negative review, we were contacted by Transport Resolutions Group, which represented itself as Northern Moving Systems' mediator. We were told that we had to remove our review in order to participate in mediation, with the explanation that “online reviews cannot exist during the mediation process” because it was supposedly “one of the laws of mediation.” We asked for clarification or documentation supporting that statement but did not receive it. We removed the review in good faith.
We submitted our formal complaint on July 16. On August 7, we received an “Official Determination of Investigation” awarding us $2,600. As of September 25, however, we have still not received the full reimbursement despite multiple follow-ups.
Overall, our experience involved a substantial difference between the quoted and actual shipment volume, incomplete delivery services, damage to property, and a lengthy resolution process. If you hire Northern Moving Systems, I strongly recommend keeping detailed records of the estimate, inventory, communications, delivery, and all subsequent correspondence.
Move size: 3 Bedroom Home
Service cost:
$11500