American Van Lines Overview
American Van Lines has a 1.3-star rating, derived from feedback provided by 35 customers. In the Moving and Storage category, it secures the 33th position out of 476 companies.
Rating
Contact Information
Website
www.americanvanlines.com
Phone
(888) 759-6000
1351 NW 22nd St, Pompano Beach, Florida, 33069, United States
American Van Lines Reviews
Bridget
II was extremely unhappy with our move from CA or CO several months ago with American Van Lines.
1) When I contacted them, I was very clear that I did not want to use a broker but a carrier and was assured they were a carrier I also asked if our goods would be kept on the same truck and not moved in and out of warehouses at either end of the move and again was assured that would be the case. They will obviously say whatever they need to get your business because they lied about both. They not only used sub-contractors but moved our stuff in and out of warehouses on both ends which likely led to all the broken items. 2) Their delivery schedule is unreliable and the ONLY phone number they ever answer is their sales number. Repeated calls, texts and emails to our "move coordinator" and to customer support were completely ignored. Delivery was finally made well after the last day of their "delivery window." 3) The first items taken out of the truck on delivery day, several pieces of lawn furniture, did not belong to us. 4) The movers were pleasant and polite but did not bring any type of coverings to protect the floors. When I pointed out we had brand new white carpeting on the stairs, one of the guys covered the stairs with packing blankets which set up an accident waiting to happen. Sure enough, the movers slipped while carrying a piece of furniture, dropped it and put *** in the stairwell wall. After that, they threw the blankets in a heap at the foot of the stairs and continued to go up and down the stairs tracking in dirt and grease. 3) I paid for AMV packing of several items including lamps and an expensive glass coffee table top assuming they would know better how to pack those items more safely than I would. The glass top arrived in pieces and two of the lamps were broken. Many items I packed were also broken, some dishes and glass in picture frames, even though they were packed with multiple layers of bubble wrap and bedding for cushioning. Heavy duty boxes containing books had crushed corners and several plastics bins had missing handles and/or were split open. Again I suspect what I must assume was very careless loading and unloading several times. 4) Because delivery was so delayed, I was told I would be given the contractual discount and that their "moving partner" in LA would be informed of the change. However, the sub-contractor was not given this information and when I told him I would only pay the balance given to me by AMV customer support, (yes, I finally reached one of them by phone), he finally agreed.
Anonim
Worst company
My experience with this company it was a nightmare ! I hire them to move to North Carolina They come over to the truck1st thing they told me There my bell it will be $1,000 more Great fine Also the told me That my stuff will get to North Carolina between 7 and 10 days lies again it Talk a whole month When the finally got to North Carolina lies again what company hiring people with felony background? The reason why I know that that's because my delivery He's in a military base The drivers there both got checked out In the current getting side the base So to disappoint the manager call me and she got the nerves to tell me that we never let them know that the delivery it was done in a Military base base lay again we told then from the 1st telephone call !To m car go with all these
Len
Lost items
When my items were delivered, after a few days I noticed boxes were missing. Many personal items gone-tools, degree, books, aprons, pictures, kitchen items that were given by family members. The company is terrible. Do not use them.
Thomas
Lousy service
problems began early in the process. I made about a dozen calls seeking info/clarification and mostly got " I need to talk to... but I will get back to you. They got back to me twice in the pre move process. On the day of packing and loading I tried four times to reach them and got no return call until 3PM when they told me the truck broke down and they were sending a new crew tomorrow - the day I had to be out of the house. New crew showed up the next day ill prepared - I had to run to Loews to buy more tape and more boxes. They got the job done at 8PM. Our stuff went to storage. A month later we got it out of storage and the disappointment continued. They unloaded the truck and left. We started opening the fragile items we had them box ( we did 75 boxes ourselves). What we found was damage in nearly every box. They wrapped $25 wine glasses in a single sheet of paper with one sheet on the bottom as a cushion. As we got deeper into our boxes we noticed several of them completely missing. I personally packed a medium box with my shoes, another with t shirts, another with underwear and socks, and a third with sweaters - all missing in action. The materials from my desk didn't show up. All the boxes were on the truck that left our house in Colorado. So there are 3 possibilities - the packers stole them, the unloaders didn't unload everything, or they are still in storage. Never in 18 moves have we experienced loss of boxes. I rated them 1 star on their site and did get a call from someone. When I asked about damage he said he would e mail me the forms - that was a month and several calls and e mails ago.
Leslie
Bad experience
Lets start with customer service: We never received a telephone call from our customer service rep that was not initiated by us through their horrible process of leaving a message or not getting anyone on the line. It was only after we were connected with a supervisor were we able to get information. Now lets go to the move itself: They did not show up during the 3 day window, but only after supervisor intervention did they show up on day 4. The professional movers and packers who we were told would arrive, was a subcontracted third party. The movers were less than professional. Items arrived damaged and broken. Things they were supposed to professionally pack were thrown onto the truck without any packing at all. Because we were unable to be there because of the delay in their loading our belongings, we were unable to leave a gratuity. The driver called and chastised us for not leaving a gratuity. We told them it would be a few days to provide the gratuity. Imagine 4 days later we provided a gratuity (still not knowing how our belongings were). At the time the driver received the gratuity, all of a sudden we were told our delivery would be the next day. I requested they wear masks, and the masks were put on below the nose...doesn't do much good. Things that we had put in the garage were haphazardly stacked and "tossed" into the garage. Before they would unload our belongings we were told the weight of the move came to more than an extra $1,000 with no proof of the actual weight. Either they lo-balled us to start, or the sub-contracted company scammed us for the extra money.
Donald
Worst Service Ever/Cost Me More $$
Worst Service Ever! This is not my first move using a moving company, so I am used to going through the necessary steps of booking this type of service. I spoke with a gentleman from American Van Lines to initiate the process by informing him of when the service would be needed and describing in detail the size and quantity of items within my home that will need to be moved. When I say I described in detail, an example would be I have a zero-turn riding mower with a 52 deck, and I have over 500lbs of weights with 3 workout benches, average size treadmill, and a pull-up bar station that is over 6 high, a queen-size bed that has a mechanical base that is very heavy. This type of description continued as we went through each room and garages. As he filled out the form over the phone for the estimate, he generically typed in the items; example: riding lawnmower, queen bed, etc. From our conversation, it appeared as if he was experienced in filling out this form, so I did not question the general descriptions. He estimated the weight and I paid half of the cost at that time. The buyers of our house actually purchased our dining room set, living room set, and patio furniture, so those items were removed from our estimate when American Van Lines called a second time to see if there had been any changes. Resulting in less overall weight. The movers were to arrive on a Thursday between 10am and 12pm. They did not show up until 2:30pm (2.5-4.5 hours late). The driver (Marvin) began inventorying the contents of our house, telling my wife that we had more stuff than listed, and what was listed was much bulkier than what was on the estimate. I was out of state getting ready to start a new job and received a phone call from her repeating his statements. He also said he probably will not be able to take everything because the truck he brought was too small. He told my wife that it was your husbands fault for not providing the actual contents and their size. Totally unwarranted, unprofessional and untrue. She told me he kept repeating that statement. She was concerned on when they would finish for the evening since they did not start as early as scheduled. She asked the driver and he stated Well, I guess we will be done when you kick us out. Again, totally unprofessional. When I heard this, I was extremely upset and called Lesilee (my contact with American Van Lines) and told her of their tardiness and unprofessional comments. She checked with the dispatcher and told me that the reason he was late was because his team did not show up on time. I do find it hard to believe that they showed up that late when his team consisted of his wife and cousin. They finally said they would finish up at 9pm, but then later decided to stop at 7pm. They said they would be back to the house the next day between 7am and 8am. My wife said she would call him in the morning to let him know she was on her way to the house since she was staying in a hotel. She called him the next morning around 7:20am to let him know she was on her way to the house, he stated he would be late because her phone call is what woke him up. They did not label the boxes as to which room they came out of or the contents, my wife had to perform that task. She also had to provide them with scissors. When they left at 5pm, not only did they leave behind numerous household items, they also left their trash for us. I returned Friday night to drive my wife back to our new location the next morning, but instead of getting good rest, we had to spend a few more hours purchasing packing supplies and box up what they left behind. It appears as though they simply picked around different areas leaving items in the very room they were just in. My wife and I had to leave the next morning to get back to our new state because of the coordination of my truck delivery from another moving company. Thank goodness our realtor was so helpful in finding us a local moving company who would move the items left behind to a storage facility until we could get it moved to our new location. Our items will not be moved until close to Thanksgiving and for an additional cost of nearly $5,000. This is without a doubt the worst experience my wife, our realtor and I have ever had with a moving company. In fact, our realtor was at a dinner for a retiring realtor that Thursday night and told everyone not to use American Van Lines and will continue to spread the word. My concern is that people (Lesilee and Marvin) are blaming me for the lack of information filled out on the form which caused a smaller truck to be usedI did not fill out the form. The size of the truck was not my decision and it is not my fault that the initial gentleman did not provide more detail on the estimate form. I should not have to pay an additional $5,000 to move the items left behind. Finally, they were scheduled to deliver our items to a storage facility in our new state with a window of 10am to 12pm, they did not show up until 1:45pm and did not start unloading until 2:00pm. Without saying hello, the Marvins first words were That storage isnt big enough. I told him I was assured by the person I coordinated the rental with that the storage was large enough for a 3-bedroom home. This was confirmed by the staff member of the storage facility stating that if properly filled, it would certainly be able to accommodate the items of a 3-bedroom home. It was only him and his wife, and he did 99% of the unloading of the truck and filling of the units. After unloading approximately ¼ of the load, he stated he would need another storage unit, so we reluctantly rented another (smaller) unit that was 10 x 10 (an additional $137/mo). He said he could get everything in between the two units. After another hour, he stated he needed another storage unit. Being worried he would leave our items outside; we again rented another storage unit (10 x 20) for another $187/mo. Photos of items left behind...could not upload all.
Anonim
Terrible service LIARS, Drivers are Pirates
I paid over $15,000 for a move from MD to PA. They did not disassemble furniture, driver would not deliver to new house. Would only deliver on a Sunday because Am Van lines office was closed on Sunday and I could not get any help from them. Held my furniture hostage until I agreed to give additional $1500 (In addition to already tipped him and his helpers Around $1000) . He bullied me and made me rent a Uhaul moving truck because he thought he could not get semi up new street- but then he was magically able to, after the $1500, many items are broken, they did not reassemble all furniture . Am Van Lines never returned emergency calls. Driver kept the tip money I gave him for his helpers.
Penny
Worse moving experience of my life and I moved a lot...
Updated by user Mar 11, 2020
Never ever have I was forced to endure such abuse by the movers calling me horrible horrible names dropping boxes on purpose knowing $$$ glass was inside and breaking other $$$ items causing me horrible pain. Im a high end antique dealer and have moved before of course...
Updated by user Mar 11, 2020
Loss was $20,000.00
Original review Mar 11, 2020
There are no words to possibly explain the horrible and hideous move I was subjected to by this horrible disgusting company American Vanlines. Where do I even begin. Start with this..They wasted so much time and come to find out the guy with the AVL truck was a indie agent didnt even work for the company and used 2 of his relatives to help pack and load. One was old tired zero experience relative the other nice but no experience either they left so much behind like $30.000.00. At the end of the day it was night time I told the main guy you have to come back you cant just leave all my stuff behind? Im a high end antique dealer and have lots of things. His 2 relatives kept begging me to talk to him to come back the next morning, they only lived 40 minutes away but main dude said and I quote...' I never go back' No words to describe this heinous move. They broke items on purpose and once they landed at my new home all *** broke lose..Main guy and his big helper started calling me a *** and said to me *** you. I had to endure them loading off all my $$ items...And yes I called and called and called the company to complain and zero~
Nell
Do not use this company!!
Updated by user Nov 17, 2019
Not resolved!!!
Original review Nov 17, 2019
I moved from VA to NV in 2018. One month after moving to NV, my husband died. We had just purchased a house. American moved me in. They were three hours late, furniture was broken, mismatched, not some not mine. Boxes were literally dumped in the house and my garage. I immediately called to the North American moving company in VA and explained my problem. I called the number I was given. I was given a claim #. People were sent to pick up items that did not belong to me. Additionally, I was told I had one year to file my claim. I was worried I would not be able to get through all the boxes by myself. I called several times over the course of six months about my concern with filing the claim. She told me to use their online claim form and stated she would note that my husband had died in September 2018. I filed a claim in September 2019 and it was rejected because it had not been filed within a nine month timeline. I was NEVER told I had nine months to file. Not once was I informed by a North American representative of this time period nor is it on their claim website, claim form or anywhere in the information given me. I multiple items missing, broken antiques and broken furniture. From my perspective I filed my claim earlier (actually five days short of theirs) I need help as I suffered a more than $15,000 loss.
Cheryl
Worst Moving Experiencce
Hired them for an out of state move was assured by representative they do not use other companies would be one of there lines, When van got here it was a hired company not American , I asked them not to drag furniture on hardwoods and they repeatilly did even laughing when my husband said something thus leaving scrapes on newly refinished floors, They broke corner off my headboard when putting bed together , Broke a *** off night stand , My Country table that was my mother-in-laws they lost the bottom crossbar that keeps it sturdy , I had 1 box I expressed to Rep was fragile containing my framed photography and nothing should be put on top of, when I open there was broken glass and frames ( had them all bubble wrapped seperately to assure they were safe ) box looked crushed . I've move 2 other times with other companies with no problems this was a nightmare, would not recommend them , you can't even get anyone at company to give you any answers they just keep transferring you to another dept who can't help who transfers you to complaints dept who never answer . Would never use again , The small family owed company I used last time was 100 times better !
Yvonne
BEFORE you choose AMERICAN VAN LINES for your long distance move
Updated by user Nov 07, 2019
From some of their former employees:Sort by: HelpfulnessRatingDate2.0Hostile and difficult environment to workWarehouse Supervisor (Current Employee) – Greensboro, NC – August 2, 2019Hostile environment were rules and guidelines constantly change to fit the ego of GM....
Updated by user Nov 07, 2019
This Full and Final Release and Acknowledgement of Full Settlement Agreement between American Van Lines, Inc. and{Robert Woodson / Yvonne Young} JOB# (108****) Claims # (AVL18-510) shall read as follows:In consideration of the sum of Twelve Hundred Dollars}...
Updated by user Oct 14, 2019
This continues to be unresolved. We've been offered $1300 as a final offer. No thank you.
Original review Sep 13, 2019
American Van Lines / avl service: deceitful, misleading ads, unprofessional, careless, disregard for customer Add a Comment Claim #180**** On Sept. 22, 2018 my husband entered into a contract with Chloe Walsh to move a 4 bedroom house of goods from a storage unit in No CA to GA. He sent in a deposit of $1462 and made plans for a pickup between 10/15 and 10/17. Expected delivery would be Nov. 7th. This was important to us because we were planning Thanksgiving dinner with family and friends in the new home. On 10/13 my husband rec'd a call from Chloe with news that the AVL truck was not available and that another mover would arrive on the 15th. (1st Red Flag) This did not sit well with him, however, we'd already closed the account on the storage unit, so he went along. Monday, the 15th, Juan with Vanguard Van Lines met my husband at the storage unit and with his movers, began to load our items. My collectibles and other household goods were packed in plastic containers and boxes and clearly marked "Fragile, Handle with Care". I also had heirlooms, new items still in the original boxes and a number of loose items. The 65' TV had been packed by my husband and was further wrapped by Juan's men. My husband was told that he'd have to pay extra for our piano. No problem. When Juan had completed the inventory sheet, my husband signed them. The top of the sheets were printed with the blue and red AVL logo. He asked for a copy of the inventory list and was told by Juan that AVL would send it to him. (2nd Red Flag). So then my husband asked if if they were going to get on the road and head for GA. "No, we have to take your items to So CA to be weighed. (3rd Red Flag) Was told that the truck would be unloaded and the items put on another truck. Again, not happy with this--room for error, including: breakage, loss, damage, destruction. My husband called Juan several times to get the inventory sheets. The calls were never returned. He then called Chloe, again several times, before she emailed the sheets November 7th. The AVL logo had been blacked out and replaced with Vanguard. Several days after our goods were taken to So CA (Ventura Cty), my husband received a call from Roberta of Vanguard requesting more money before they would load our goods for delivery, and that might have happened were it not for his error with the credit card and a call from Chloe telling him not to give them any more money. We received a call towards the end of October with a date of delivery change to Nov. 9th. Then another call, Nov. 12th. Three different delivery dates. (DOT rules for long distance deliveries -21 days from date of pu). Nov. 7th, the invoice was emailed: 8210 lbs, Total price of $7621 minus the $1462, with instructions for a cashiers check for the balance. On Saturday, the 10th, I received a call from Andre the mover, stating that he would be at my GA home by noon. So the truck arrived just about that time-black cab with no markings, white trailer with no markings. Two tired men emerged. Andre, the mover, could not tell me if he worked for AVL or Vanguard. (4th Red Flag-sub-contracted with Vanguard!) Said they'd already made two stops and had another stop in NC before going home to NY. Andre said he had to have the check before they would unload my items, so I called my husband and rather than to argue I reluctantly gave him the check. I asked for a receipt, he had none. So I took a photo with my camera of the paperwork he had. They did not look like or act like certified, professional movers; they stepped on my flowers and scratched my new floor. I received a faint apology. Our items were put in the house; they complained about making their last stop, and when they'd unloaded the last of the goods, they got in their cab and left. AVL's website: Our professional long distance movers provide the very best delivery and care American Van Lines is a long distance moving company with extensive resources. Regardless of where you're moving to and from, one of our long distance moving branches will always be within reach. American Van Lines will always provide excellent moving services wherever you need to go. Long Distance Moving with Speed and Accuracy Our large fleet of moving trucks is always ready, well-serviced, and ready to move. You won't have to worry about our ability to provide the services you need exactly when you need them. We have the means to accommodate several customers at all times without delay or hiccup. Last minute long distance moves are welcomed at no additional charge. With weekly shuttles to and from every major city in the country, your next relocation will never be too far away. The swift and convenient nature of our long distance moving services makes it easy to facilitate a hassle-free moving experience. Expert Long Distance Movers for Exceptional Service Our long distance moving company has certified packing experts ensure your belongings are always safely packed and stowed away. Our long distance movers are some of the best in the industry and come highly recommended by previous customers. Here are just a few of the advantages of relocating with the American Van Lines long distance moving team: • Swift deliveries available seven days a week. • Specialty services like piano, fine arts, and antique moving. • Accurate inventory of all items being moved for your personal reference. • Individually wrapping each and every item for the safety of your possessions. You Can Feel Confident About Our Dependable Long Distance Moving Services You never can tell what will occur on the road during a long distance move, and this is exactly why the American Van Lines takes precautions to keep your items safe. We know that prevention is better than repair, so we keep our trucks in tip-top shape with regular maintenance. All of our moving trucks are modern and equipped with air-ride suspension to sustain a smooth, turbulent-free ride to your new home. Every moving truck is spacious, safe, modern, clean, and serviced regularly. Reliability is one of the most pertinent features of outstanding moving services and it is a chief ingredient in our formula for success. When I began to take note of the crushed plastic containers and boxes, the scratches, dents, and missing parts to my furniture, my heart skipped several beats. I spoke with Chloe, perhaps the next day or so, and was met with an attitude of "I'll transfer you to the claim department to file a claim". I demanded to speak with the manager and after a couple of days, connected with Sam Parker, the CS manager. Both my husband and I spoke with Sam several times. He expressed sympathy and said that he would make it right and that we would be "very pleased". I began to go thru items. So many of my signed collectibles were broken and destroyed, very few furniture and accessory items were intact. They were chipped, crushed, dented, broken. Many items missing-heirlooms, my collectible shoe items, Christmas decorations, kitchen pots and pans, new coffee maker and roasting pans still in original boxes, artwork. My husband unwrapped the 65" TV and to his horror, the screen was cracked from end to end and the back was dented in. It appeared that our items were just thrown into the trailer unsecured without anyone caring how we received them. My husband took photos of the TV and sent them to Sam. During one conversation my husband said he would drive to So CA to retrieve our missing items and was quickly discouraged from doing so by Sam. Sam lead us to believe that he would be on the up and up, strung us along into believing that he truly would compensate us fairly, though no price can replace our missing heirlooms and other sentimental items. Now after completing the loss sheets and faxing them in, completing the broken, damaged and destroyed list, and emailing them in March, it took them the full 120+ days to offer $1000 of which $271 was Sam Parker's additional compensation. Additionally, we were denied compensation because the plastic containers and boxes were "packed by owner-contents and packing methods are unverifiable therefore carrier accepts no liability". We did not accept this. So we went back and forth on what we felt was fair. Sam asked me what amount would satisfy us and I said $7000. He said that they did deliver my items--yes they did but for $7600 we didn't expect to receive them in the condition they were in. So we went back and forth and I finally agreed to accept an additional $200, bringing the total to $1200. On July 30th, I requested the paperwork. Aug. 6th I sent an email to Sam that we had not received the documents. Claims responded that they'd sent them out a week earlier. When I asked where they were sent, I got no response. I emailed again Aug 7th for the address to where the documents were sent. Aug. 8th I received the documents postmarked August 5th. Their response on August 12th: Dear Yvonne Young, Please accept our apologies for the delayed response. The Settlement documents were mailed to: This is the address listed as the delivery address and on the claims form. There was no need to lie, and yet they did. This delay, however, gave me time to reflect on the offer relative to our losses. So on August 20, I sent this email to Sam and his claim department: Claims; Samuel Parker, We received the documents August 8th, more than a week after claims' initial response that the documents had been mailed a week earlier. Not until August 6th did we get a response to our second request for where they were mailed. The document is postmarked August 5th. Additionally, upon reading the terms and conditions by which we would receive $1200 as compensation for the damages caused by your sub-contractor, his sub-contractor and you, we no longer accept this. This amount is not nearly enough to place a *** order on us. We will share our experience with American Van Lines, Vanguard Van Lines, and Andre the mover in writing, to social media, internet, persons and entities engaged in radio, television or Internet broadcasting, etc., etc. Though we finally agreed on the amount with Sam, after second thoughts the amount of $1200 does not begin to cover our missing, broken, and destroyed items. American Van Lines does not want to take responsibility for any of their errors. We paid a large sum of money to have our items shipped in the condition that they were picked up. The boxes in question were clearly marked "Fragile, Handle With Care", even if they were PBO Because you cannot find the missing items doesn't mean they didn't exist. Further, your document instructs us to return the signed agreement within 30 days and yet you will not issue a check for 4-6 weeks. It appears that American Van Lines wants to have it all their way. As a matter of principle, we will not accept this, but instead will go to the media. We want the public to be well informed about what can happen when using the services of a carrier that offers deceitful and false marketing hype and then later tell you that you didn't pay for certain things. They choose to hide behind their "legal obligations" without regard to doing what's morally right for the customer. My correspondence to Sam: Our items were picked up and unloaded twice before we received them, leaving open room for error-- mishandling, losing and/or taking our property, damaging and destroying it, etc. The two men who showed up in GA with our property could not even tell me what company they were with. No markings on the trailer or the cab. Andre, the mover, wanted the cashier's check before they would begin to unload. They did not look like certified, trained, and professional movers. They even walked on my plants and scratched my floor. We recognize and acknowledge that we signed documents that we may not have read thoroughly or understood, a mistake on our part. But we also understand that your job is to protect AVLines. There's not much regard for the clients' loss. You lost control when you brought in a sub-contractor who then hired his own sub-contractor. We didn't pay $7600 to get what we ultimately got. And $1200 compensation does not move us to sign a document agreeing to keep quiet, as if it is hush money and then wait 4-6 weeks after signature to receive it. It is our goal to share our total experience with the public so that they are fully informed and can then make a decision on choosing to use your company. Now Sam is accusing me of extortion because we've changed our minds and decided not to accept his offer, of which he says he has gone over and beyond the amount he is" legally obligated to offer". We Do Not Recommend the use of AVL for long distant moves. Their website is misleading and untrue and you stand the chance of receiving your property in horrible condition by the 2nd or 3rd sub-contractor. Instead, thoroughly investigate your mover, use the Pods or Home Depot, or pack up your things yourself and drive them to your destination. You'd be better off than to intrust your treasures to American Van Lines. I've added a few of the many photos for your review.
Raj
Delay, Damaged and Lost - Worst experience
I entered into the contract #115377* American Van Lines on May 24 2019 for an interstate move. The experience starts with the agent Awa* who wanted to sign the contract along with the payment as fast as possible giving the reason that if I do not sign the contract fast I might miss the date slots for shipping. The scheduled window for pickup date between June 27 - 29th, 2019 and the delivery date on or before July 25, 2019. While there was week remaining for the pickup, the agent called me and said that the trailer which was supposed to pick up has some issue with it and they will have to tie-up with some third party to pick up the items. The driver arrived on Friday June 28th, 2019 and picked up the items. When he finished loading the items in the truck, he started demanding 10% tips. The driver was adamant and rude to talk with. Later in the first of week of July the agent Rebec* gave me tentative delivery dates - 1) Delivery was scheduled between 8th July until 12th July, 2019. 2) Delivery was re-scheduled between 15th July and 18th July, 2019 and 3) Deliver was again re-scheduled between 21st July and 22nd July, 2019 and nothing was shipped. Later the agent Rebec* called me saying the that the delivery will happen on July 25, 2019, but said your contract amount was changed due to some additional charges reported by the driver and I said there was nothing additional which was provided but she still went ahead and abruptly revised the contract price by adding the shuttle service and the packing material. I reached out to Sam* their supervisor, but in fact he said I have to prove that the shuttle service wasn't required since the premises was able to accommodate the trailer and the second thing the driver submitted bills on my behalf by adding charges for additional services which I never asked for. To remove the charges I had to reach out to the property where they confirmed that the property allowed trucks or trailers irrespective of the shape and size. The additional packing was signed by the Driver by impersonating my signature as if I had signed the requirement for materials used and claiming the cost. I was promised that the delivery happening by July 29, 2019, but again they had some issues with the delivery dates and the reasons given was Act of Nature and God. They revised the date to August 1st, but when they delivered it was somebody else's items shipped to us. They had to rework on dates. The delivery was done on August 7, 2019 at night around 10:30 pm PT after all distress, frustration and pain while financially taking a loss including work off which happened twice in two weeks. The worst part was there were several missing items and damaged items. There were in total 62 items, but they have delivered 59 items. They lost my Samsonite Samsung 30 inches Black poly carbonate luggage bag which had all her new pair of clothes which were more than 20+ set, perfumes, purses, important government documents, cosmetic kit, sweaters, and mens clothes. The overall estimated loss including the bag is around $3000. The other 2 boxes has electronic items such gaming console and expensive speakers which is around $2000. It is unfortunate that their claim policy states the it will take 120 days for their resolution. They do not have delivery commitment that's for sure but they can't even deliver all the items in totality. I am 100% sure they do not have the capability of them claiming as they are into this business. It is unfortunate and one of the worst experiences that I have engaged with them. I took their services which have made my life lot distressed, miserable and frustrating. They also keep pushing on the legal and contract languages. I have paid of their entire payments. But they haven’t confirmed on their process to resolve this in time. I have sent them several emails and Claim forms but they haven't come back on any confirmed resolution, except for mentioning that they have received the Claim forms and will take 120 days to resolve. A couple of weeks back I received call from their Sales manager who wanted to settle by offering an unacceptable refund amount of 6% of the claimed value. I appeal and request all of you to stay away from American Van lines as they would Delay, Damage and Lose the items.
Joyce
Resolved: Moving nightmare
Updated by user Oct 22, 2019
I didn't get any satisfaction from American Van lines, so I put in a dispute with my bank to get my money refunded. After about a month, my bank got me my money back. Never heard a word from American Van lines.
Original review Aug 23, 2019
I enlisted American Moving Van to move my belongings from FL to Ohio. The initial customer service rep. was very nice. I explained to her that we were closi g on our house on 8/26/19 and would not be able to get possession of our new house until 9/6/19. She told me that that was no problem since it could take 2 weeks for us to get our furniture. Like all the other complaints, I was never told that they use other companies to move your stuff. They call them their partner company. When we were informed of the pickup date, we were told that it would be one of these partner companies picking up our furniture. I told them once again that I couldn't accept our furniture until 9/6. We had a delivery window of 8/25-9/8. Our "concierge " rep told me that the truck would be at our new place 8/28-8/29, since the distance was only 988 miles. I told them this was unacceptable because we would not be there until 9/6. She then went on to say that we would have to put our stuff in storage, which would be another fee. Needless to say, I went back and forth with different AVL representatives about the delivery issue I was having, ending with being handed off to Jeremy. After arguing all day with this matter, I ended up canceling their services, even though it means losing my $1500.00 deposit. I would rather pay the remainder of the cost that I was going to pay American Van Lines to another moving solution as to give it to them. At least now, I have peace of mind knowing that my furniture will be at my new house when I get there.
Grigori
Most horrible experience ever
Absolutely unacceptable customer service I contacted few months back the American Van Lines regarding move from Providence, RI to Carmichael, CA. The initial contact with Harold Brown was excellent and we discussed in details all my needs and concerns and he assured me that that are very experienced movers specializing in piano moving, as our move included my wife's baby grand piano which is needed for her to perform her job as a church musician and teacher. Our house was for sale and we agreed that I will let them know in advance the exact date of the closing so we can schedule the pick up. They scheduled the pick up window between July 26 and July 28 and they executed the date perfectly on 26th. But, in contrary to our verbal agreement that the pick up will be done by their truck, they called me three days before the pick up date and told me that they do not have any trucks available in our area and they will send a subcontractor. That was the first problem at the pick up. The second problem was that the subcontractor didn't even know that they should move a baby grand piano and arrived without piano board which is mandatory to move instrument safely. There were only two movers and they did an excellent job wrapping furniture (everything else I packed myself). The third problem was that they had to use a shuttle rental truck supposedly due to the fact that 18 weeler couldn't get to our street. I understood that, but they immediately added $700 to the original estimate. So, after already paying $3000 deposit I also gave movers at the pick up $2000 and there was a balance of another $2000 due at delivery.The original estimate was $5000 and now it went up to $7000. I was fine with that and did not argue or complained, as I was prepared to that. The subcontractor who picked up our belongings on July 26 told me that we will receive our load in TEN days. Today is already 26th day from the pick up, bu we not only did not have our belongings, but they don't even respond to our requests to give us a date. Two weeks after the pick up I called our personal move coordinator named Leslee with my concern she told me that their contractor will make the delivery between August 10 and August 12. It was a lie, as when I called her around August 14th she told me that our belongings are still in the warehouse in New York City and the subcontractor is planning to start the move from there around August 19 to 21. Today is August 21 and we still haven't heard from them. After I expressed my dissatisfaction to Leslee I was contacted by her superior Sam, who told me that he is taking over our move and will personally control the process. He promised me to call me on Friday, August 16, which he did and told me that he will call me back on Monday the 19th. NO CALL ON 19. On Tuesday the 20th I left TWO messages - one for Sam and one for Leslee, but nobody responded. At that point I left a one star review on YELP, and literally 90 SECONDS after that I received a call from Sam, who expressed his dissatisfaction with my review. I explained to him ONE MORE TIME that we live already for almost a month in California either in friends home or in the hotel. We had to buy a bed and a mattress which we do not need to be able to sleep in our empty apartment which we are paying rent for. My wife is a piano teacher and she MUST start teaching in a few days, but she would be unable to do so without the piano and will lose her wages. We are unable to register our vehicles, take care of health insurance as all our documents are still in the load. There are also many other inconveniences and complications in addition to enormous stress which affects us both dramatically. I am 66 years old cancer survivor with heart condition, and I can not continue to live under this conditions.
Johntavious
Terrible
This was our 3rd long distance move, this was the worst. I took out extra insurance from Baker Insurance ($500.00 deductible). We had at least $500.00 worth of broken items. We are out of luck. We had a bad experience, maybe they are better than what happened to us. The packers seemed to be rushed and did not care how they packed. This is our story. It is IMPOSSIBLE to be in every room and over see all that is going on. DISGUSTED!!!
Youlonda
Unbelievable decietful and neglectful
Please listen up anyone who read this review and take it seriously percent. I have never ever seen anything or experienced anything like this. I hired American van line's to ship my things to Maine, i had read the reviews before hand and seen a lot of negative things about them, but I'm one that is willing to give a chance to anyone without judgement from what others say WRONG choice. They were very decieveing from the beginning after they received a deposit that is. They were changing the pick up time for the loading and when they finally picked up the things they left half of the things in the storage when it was already agreed on the weight and the price. They brokered my contract to another company as soon as they got the deposit. Do they take forever almost to bring it to me and this is just the beginning of a web of lived and destruction, when i received the shipment lot of things were broken, lamps that were not cheap by a long shot, someone had gone through my boxes, and retaped them with Scotch tape i had a blanket that someone or something had urinated on. I have a bread cabinet missing that was handmade by the Amish people, it was really beautiful well it's gone, and i had a white wicker hope chest with cedar lining, they did deliver a white wicker chest but not mine someone had switched it out and now i have this wicker chest that comes from who no where that i don't want in my house because it makes me angry and sad just to look at it. Please people listen and read reviews and take them seriously!!! I would never say things that is not true about anyone or any company. But i am this time because this is not a laughing matter this is a criminal act, and i will make it known to all that is making a move or relocating, moving is a very stressful chore, don't make it worse by having your property stolen from you and damaging all that you have worked for, it's not worth it. Please listen.