North American Van Lines: Moving Services Full Review

North American Van Lines Overview

They operate as a full-service provider focused on packing, moving, storage, and logistics for residential and business clients. Their services are designed to support a wide range of relocation needs, from local moves within Canada to coordinated moves across the United States and overseas. This company works through an established agent network, allowing them to manage complex shipments while maintaining structured standards for handling belongings. Their target clients include households, corporate relocation programs, and individuals planning international moves who want coordinated planning rather than a do-it-yourself approach.

Their service model centers on customization rather than flat packages. You can choose professional packing support, short- or long-term storage, or transportation-only services depending on your situation. They also offer options for specialty handling, including auto shipping and support for valuable items that require added care. This flexibility allows the provider to accommodate everything from smaller apartment moves to larger family relocations without forcing a one-size-fits-all plan.

Technology and coordination play a role in how they manage moves. Shipment tracking tools, standardized estimates, and documented processes are used to keep moves organized and predictable. Their operations in Canada reflect the broader structure of North American movers, with cross-border coordination for customers relocating internationally. While they rely on local agents to carry out moves, oversight and planning are centralized to support consistency.

From an ownership perspective, the company operates under SIRVA, a global relocation and logistics group that oversees multiple well-known brands in the moving industry. This acquisition shaped how services are standardized and expanded across regions. In terms of reputation, the brand maintains a presence with the Better Business Bureau in the US and operates under the Federal Motor Carrier Safety Administration guidelines for interstate moves. Public perception tends to reflect a reputable company with a broad reach, though experiences may vary by location and agent, which is common for large van line networks.

Company’s Features & Solutions

Residential moving services

• Local, long-distance, and cross-country moves: They coordinate moves within provinces, across state lines, and for households planning a cross-country move, with structured planning to support timelines and inventory accuracy
• Household packing options: You can choose full packing, partial packing, or fragile-only packing, depending on how much help you want in preparing household goods
• Furniture disassembly and furniture assembly: Crews can take apart large items before transport and reassemble them after delivery to support faster setup in your new home
• Short- and long-term storage: Climate-controlled storage options are available for situations where your move-in date does not line up with your pickup schedule
• Unpacking support: Optional unpacking services help speed up settling in by placing items in designated rooms and removing packing materials

Corporate and specialty solutions

• Corporate relocation programs: Services are tailored for employee transfers, policy-driven moves, and repeat relocation needs for businesses managing multiple locations
• International moves: They support relocations beyond North America, coordinating documentation, shipping logistics, and destination services for overseas assignments
• Auto shipping: Vehicle transport options are available for customers who prefer not to drive during long-distance or international relocations
• Handling valuable items: Specialty packing and transport options are offered for high-value or fragile belongings that need added protection

Planning, estimates, and coordination

• Binding estimate options: Pricing can be structured to limit unexpected costs by outlining services and weight in advance
• Shipment tracking tools: Tracking systems such as WorldTrac allow you to monitor your shipment as it moves through different stages
• Insurance coverage choices: Multiple valuation levels are available to align protection with the value of your belongings
• Claims process support: A formal claims process is in place to address loss or damage concerns after delivery

Communication and access

• Free quote requests: You can request a free quote through the company’s website to start planning and compare service options
• Customer support channels: Support teams are available by phone or email to answer questions before, during, and after your move

Costs, Fees, & Pricing Models

Booking a move typically begins with requesting an estimate, followed by a consultation to review your inventory, distance, timing, and service needs. Pricing is not fixed and can vary based on how far you are moving, the weight or volume of your belongings, and whether you choose add-on services such as packing, storage, or specialty handling. For long-distance relocations, costs are generally calculated using shipment weight and miles traveled rather than a flat rate, which makes accuracy upfront especially important.

What typically affects the total cost includes:

• Distance of the move and total mileage
• Weight or volume of the shipment
• Packing, unpacking, or storage services
• Access challenges such as stairs, elevators, or long carries
• Timing, including peak-season or short-notice moves

They offer pricing structures such as a binding estimate, which helps limit price changes as long as the agreed scope of work stays the same. Non-binding estimates may also be available, though these can increase if the final shipment details differ from the original assessment. Based on research done, it can be inferred that pricing accuracy depends heavily on how detailed the inventory review is at the beginning of the booking process.

Payment terms are not fully outlined on the company’s website. Through our research, we have found that customers are commonly asked to provide a deposit, with the remaining balance due at or before delivery. Accepted payment options may vary by local agent, but often include:

• Major credit cards
• Cash or certified funds

Financing options are not widely promoted, so you may need to confirm any payment flexibility directly with your assigned coordinator.

Base pricing generally includes loading, transportation, and unloading, along with basic valuation protection. Additional services and fees to watch for include:

• Expanded insurance coverage
• Packing materials and labor
• Storage beyond the quoted time frame
• Shuttle services for limited access locations
• Last-minute changes to inventory or schedule

Carefully reviewing your estimate and contract details, especially fine print related to additional charges, can help you avoid unexpected costs and keep your move aligned with your original budget expectations.

Advantages

• Extensive van lines network across regions: This provider operates through a large agent-based network that supports moves across Canada, the United States, and international routes. For you, this means broader geographic coverage and the ability to coordinate complex relocations without switching providers mid-process
• Structured support for long-distance and interstate moves: Their experience handling long-distance and interstate mover logistics helps reduce uncertainty when timelines, border crossings, or regulations are involved. That structure can make planning easier if your move goes beyond a simple local relocation
• Flexible service customization: Services can be adjusted based on how much support you want, from packing and unpacking to storage and specialty handling. This flexibility allows you to pay for what you need rather than being locked into rigid packages
• Binding estimate options for cost control: The availability of a binding estimate helps limit unexpected pricing changes when the scope of your move stays consistent. For many customers, this adds peace of mind during budgeting and reduces last-minute financial stress
• Specialty handling for valuable or sensitive items: Extra care options are available for valuable items, vehicles, and fragile belongings that require more attention. This can be especially helpful if your shipment includes items that would be difficult or costly to replace
• Corporate relocation experience: Their background in corporate relocation supports structured employee moves and repeat transfers. That experience can benefit you if your move is tied to work policies, timelines, or reimbursement requirements

Disadvantages

• Service quality varies by local agent: Moves are carried out by local agents rather than a single centralized crew. As a result, your experience may depend heavily on the specific agent assigned to your move, which can lead to inconsistent service quality
• Pricing clarity depends on inventory accuracy: Estimates rely on detailed inventory assessments, and changes can occur if items are added later. This can create frustration if the initial survey does not fully capture everything being moved
• Limited transparency around payment policies: Payment terms and accepted methods are not always clearly outlined upfront. That lack of visibility may require extra communication to avoid surprises close to delivery
• Potential for additional charges: Fees related to access challenges, storage extensions, or last-minute changes may apply. Without careful contract review, these additional charges could increase the total cost beyond initial expectations
• Claims resolution timelines may feel slow: The claims process follows formal procedures that can take time to complete. If damage occurs, the waiting period for reimbursement may test your patience, especially during an already stressful transition

Customer Experience

Customer feedback for this provider varies depending on the platform and how reviews are collected. On Trustpilot, the company currently holds a 1.8 out of 5 rating. Many reviewers describe dissatisfaction related to delivery timelines, communication gaps, and the outcome of claims.From an industry accountability standpoint, the company is accredited by the Better Business Bureau and maintains an A+ rating. This rating reflects how the business responds to formal complaints and adheres to BBB standards rather than overall customer satisfaction alone. Taken together, these indicators suggest that while the company operates within established oversight frameworks, individual customer experiences can differ significantly depending on the circumstances of the move and the local agent involved.

Positive feedback

Positive customer feedback often highlights careful handling of belongings and professional behavior from moving crews. Some reviewers mention that their items arrived in good condition and that staff members were courteous and responsive during pickup and delivery. Others point to flexibility during scheduling changes and helpful guidance from customer service representatives when planning their move. When the process runs smoothly, customers tend to describe a sense of relief and satisfaction, especially for long-distance or complex relocations. These experiences suggest that strong communication and thorough preparation can play an important role in shaping a positive outcome.

Critical feedback

Critical reviews frequently focus on delayed deliveries, unexpected cost increases, and frustration with the claims process. Several customers report that final charges exceeded initial estimates, often due to changes in shipment weight or added services. Others describe challenges reaching customer support when issues arose during or after the move. Damage or loss of items is another recurring concern, with some reviewers expressing disappointment in how long it took to resolve claims or the compensation offered. These complaints highlight the importance of closely reviewing estimates, documentation, and valuation coverage before committing.

How the company responds to feedback

On the Better Business Bureau platform, the company generally responds to filed complaints, which is a requirement for maintaining accreditation. Responses often include explanations of policies, clarifications around estimates, or next steps within the claims process. That said, public responses on consumer review platforms appear less consistent. Engagement and resolution efforts may vary depending on the channel used and the local agent responsible for the move.

Customer Support

Customer support is structured around direct communication with representatives and local agents, which reflects how this provider manages moves through a distributed network. This approach allows you to speak with staff familiar with your specific move, timeline, and location rather than relying on a fully centralized help desk. For many customers, this setup supports clearer coordination, especially for long-distance or multi-stage relocations.

Support is primarily available through the following channels:

• Phone support: Phone assistance is available for estimates, scheduling updates, and general questions. Canadian household move inquiries are handled at 1-866-628-5778, while U.S. household moves use 1-800-348-2111. International move inquiries have a dedicated line at 1-866-871-2521
• Email support: Email is used for documentation, follow-ups, and non-urgent inquiries. Canadian customers can reach support at CustomerService@navl.ca, while U.S. customers typically use Customer.Service@navl.com. Claims departments have separate contact details depending on shipment type and region
• Dedicated move coordinators: After booking, customers are usually assigned a coordinator who acts as a main point of contact and helps manage logistics throughout the move

Live chat and round-the-clock online support are not prominently advertised on the company’s website. Because of this, response times may depend on business hours and the local agent assigned to your move. If ongoing availability is important to you, confirming communication expectations early can help avoid frustration later.

In addition to direct support, the company provides online self-service resources designed to explain the moving process and answer common questions:

• Frequently asked questions covering estimates, packing, valuation, delivery timelines, and terminology
• General planning resources and guides, including preparation tips and an overview of what to expect before, during, and after a move

Together, these support options reflect a model that prioritizes guided, person-to-person assistance over automated tools. If you prefer working with a dedicated representative and having clear documentation at each stage, this structure may suit your needs. Reviewing available resources and confirming contact options in advance can help ensure support aligns with your expectations.

Final Thoughts

This provider offers a wide range of moving services designed to support different types of relocations, from local household moves to long-distance and international transitions. Their agent-based network, combined with customizable packing, storage, and transportation options, allows you to tailor services to your timeline, budget, and level of involvement. For households, corporate clients, and customers managing complex moves, this flexibility can help create a more organized and predictable experience.

Several features contribute to that value. Binding estimates can support clearer budgeting when inventories are carefully reviewed, while optional services such as professional packing, vehicle transport, and specialty handling address needs that go beyond basic moving. Dedicated coordinators and structured processes are particularly helpful for long-distance and multi-stage moves, where coordination and documentation play a larger role. At the same time, customer feedback shows that service quality can vary by local agent, with some customers reporting concerns related to pricing adjustments, delivery delays, or claims resolution. These drawbacks make careful planning and contract review especially important.

If you are still comparing options, reviewing additional resources can help you make a more confident decision. You can explore our full moving companies reviews page to see how providers stack up, use our comparison tool to evaluate services side by side, or read our educational articles for deeper insight into pricing, preparation, and what to expect throughout the moving process. Taking time to compare providers and understand how different service models work can help you choose a company that aligns with your priorities and expectations.