ComplaintsforAmerican Van Lines, Inc.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had American Van Lines move and store my furniture from an entire home from March 2021 through September 2022. Upon moving into my new home they delivered furniture broken with multiple missing items. The people delivering the furniture were told and made aware of the situation and I saw them note it on paper. I advised American Van Lines right away of the issues and for over a year they refused to make good on any of the items and gave me a complete runaround. I submitted a form to them and they are refusing to pay me for the damaged items. I have the original contract and photos as well as correspondence with them. I also have phone bills to show all my calls tot he claim people.

  Business response

  06/06/2024

  
  We have received the shippers submitted claim on or about 3/3/23 for their move of 3/3/21 were they have unfortunately had some loss/damage with the move. After a review and 3rd party evaluation a claim determination was provided to shipper based upon the valuation coverage level they selected for the move. Shipper is seeking coverage that they did not purchase or select with their move of Full Purchase Price Coverage, in reflection of their claim,which would be an Insurance Policy level coverage, at their discretion to obtain from a 3rd party actual insurance company.  American is willing to work with the shipper in clarification of the coverage and in furtherance of working toward a resolve. The shipper has advised that she is an Attorney and will take legal action if she does not receive the claimed amount, although the amounts do not align with the coverage she elected/chose for the move. American will continue to work to resolve the shipper, without the necessity for escalated actions.  
  
  Americans goal is to address and resolve all shippers claims according to the contract,coverages selected by *******, and going above and beyond as a matter of customer service. 

  Customer response

  06/13/2024

   
  Complaint: 21773845
  
  I am rejecting this response because: it is not enough money to come even close to making me be able to replace my damaged and lost items - they misrepresented to me that I would be covered for lost or damaged furniture in a way that I could reasonably have the furniture done-just the  lost items add to more than they have offered me  - the business said I didnt report the claim at the time of the move, now suddenly they finally found paper work that said I did indeed report it that day- they say I changed the insurance from $70,000 to $****** valuation replacement that I paid $938- that doesnt really matter bc its a small difference- but if I took ****** worth of insurance and they want to pay me $2500 for damages and lost items. To rebut these items it would be $61,000. I was not asking for that and was willing to settle for much less but not for $2500. I paid the moving company $9,347 for the move and $16,,440 for storage- I was told my items would be in the proper controlled environment so that fabrics wouldnt fade and finishes wouldnt fade and things would remain clean. Instead I have damaged fabics and finishes, all legs ripped off an expensive table, scratched items, dirty items and missing items- to replace even my glass top that they lost would cost me $1200- to replace a missing table would cost me $159 and with chairs $499. I sent a detailed itemized claim to them and they ignored and denied most missing items and said that they deny money for damaged ****** and faded finishes. If nothing more, I made a point to the salesman that ai needed insurance in case my items were damaged and this is what he recommended. It cost me many thousands to repair and replace these items and now Im stuck with $2500 they want to give me. I would have settled for a mere $5000 just to resolve this claim with them but they have refused to do - considering I thought I had $****** worth of insurance to protect me and have pics of damages and their delivery men noted damages immediately how can they do this - please try to help me resolve this matter with American *** Liines - thank you- 
  Sincerely,
  *********************

  Business response

  06/21/2024

  Our office has been working with ****************** to resolve our concerns. It has been several days since we last heard from ******************. We are confident that once ****************** re-opens the lines of communication an amicable resolution will be reached 

  Customer response

  06/21/2024

   
  Complaint: 21773845
  
  I am rejecting this response because: it is no where near enough money to help me fix my items and replace them - I asked for $5,000 which is well below the $22,000 ai should be compensated. They offered me only $2500 which does not satisfy my loss. I paid American Van Lines over $32,000 for moving and storage and they destroyed many of my things. I took insurance which covered me for $68,000. They refused to make good on my lost items and replace them and they refuse to give me even a small amount of what I reasonably and amicably can do. They are refusing to give more than $2500. That doesnt satisfy my claim. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Van Lines Job ******* On March 26 2024, we spoke to Junior Pedilus with American Van Lines to coordinate our move from ********** to ********. During that conversation we requested our property be stored. The rate of $779.00 per month with the first month free was quoted and we can cancel at any time. The total charge for 6 months at a rate of $779.00 was $4669.00. Our property was to be stored in ************** CO. On May 1 2024 we noticed our belongings were being were spread across multiple locations in **. Our belongings were never transported to AVL storage in ************** *********On May 13, we emailed ************************* for status. We were asked by *************************** to call office. We contacted ********************* 14 and was told she could not find our job number, name, or contact phone number in the system. This was terrifying. We sent a copy of our contract to *************************** to prove we had a contract and they had our belongings. ******* was able, with internal assistance, to locate our job number. We told *************************** on May 14 that we no longer wanted them to store our belongings and wanted immediate delivery. We were sent a delivery document and we returned the signed document immediately with the first availability date of May 22 2024. We also received an invoice that still had the storage fee at $4,669 and we asked ***** and ******* to correct the invoice to represent a single month rate at $779.00.On May 14, **** contacted us with dispatch to confirm our change for delivery.On May 20, escalated to management. No response.On May 23 we text **** at dispatch to see if he had any information on our delivery. Text: ****: Hi I do not know yet, because we are not understanding about the balance. ****: Probably we will keep it up to 5 months.At this point, we feel that we are being extorted by American Van Lines to pay an invoice that is incorrect and not what was agreed upon before they will deliver our property.

  Customer response

  05/24/2024

  Updated document with more details and additions of suspicious email from "Square" to make a payment then a quick cancellation.

  Customer response

  05/25/2024

  We are receiving fraudulent email invoices from one of American Van Lines partners that is handling our move. Can American Van Lines get control of their partners? We would prefer a positive outcome where we get our property ASAP and the correct organization is paid for services rendered. The fraudulent behavior and strong arm tactics of withholding our property by the *** partner is uncalled for and approaching criminal in nature.

  Customer response

  05/29/2024

  The Vice President of **************** for ********************** committed to have our property delivered by May 29th and he assured us that no other client property would be on board.  Today we received a call with a lie that the truck could not deliver today  because of a mechanical problems.  We can see through the use of our air-tags that the truck is in ********. We have observed the truck turn north when our location is south. This leads me to believe that the ** lied when he said our property would be the only property on the truck.  ***************** and its partners are not to be trusted. We were mislead on the cost structure of the storage. The partner Papas Boy's inflated the count of our boxes even though we counted and numbered our boxes. The partner Moving Peak refused to deliver our property until we paid in full which we have in desperation to end this bad relationship. Bottom line the overcharging has not been addressed to our satisfaction and we still have not received our possessions. 

  Business response

  06/11/2024

  It's our desire to address all move concerns with our customers. A member of our management team has reached out to ****** & ********************* to address their concerns. It 

  appears we have reached a resolve.

  Customer response

  06/11/2024

   
  Complaint: 21753865
  
  I am rejecting this response because

  We did not receive an adequate resolution. We were forced to pay the entire amount we were disputing directly to their partner, Moving Peak Relocation, in order to receive our property. Moving Peak Relocation was rude, implied they would hold our property for 5 months and yelled at us for asking for a status. At this point we feel all we can do is ensure other seniors and veterans know how these two organizations operate. 

  Sincerely,
  
  *********************

  Business response

  06/18/2024

  We've made an attempt to reach customer without success. Customer has not responded to voicemails / emails from our management team since the rejection of our previous offer. It's our goal to make every effort to provide an amicable resolution however that requires assistance from the consumer. 

  Customer response

  06/19/2024

   
  Complaint: 21753865
  
  I am rejecting this response because:
  

  Wow, the lies just dont stop. Last email was from the moving coordinator to let us know our driver will arrive on 5/30.

  We never received a call regarding our amount in dispute, and we rejected the tiny joke they offered.  People need to know that if you ask to have storage there is a hidden fee depending on weight can cost over $4000 dollars then monthly fees of nearly $800 on top of that.

  We did get a voicemail the same time this response from the company came and we returned the call as soon as we could. We have yet to hear back.

   

   

  Sincerely,
  
  *********************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this moving *** to move our stuff from ******** OR to Pace ** in May2024. Given quote of around $5500. On 5/5/2024 I paid $2768.51, and on 5/15 I paid $1591.89, and was told about $1600 upon delivery. My things arrive tomorrow and theyre demanding over $4000! Weve called/emailed many times. Each step of the way different people have told us different prices or more $, the mover told us thousands more and wouldnt honor the original amount so we sent him away to think of a solution because it caused so much stress, Im 83yrs old. Mover came back and agreed to honor the $5500. Spent an hour on ph w/ cust svc and was different amounts again. Then told they made a big error, but then transferred me to someone else who didnt really know what was going on. Then ** told I owe another $2500 upon delivery, then the gal says well Ill credit you $200 thats all Ill do. Its a nightmare dealing with them. I was under such dire stress and being rushed they said the mover told us about wanting more $ and going along with it, but I do t re all it because the numbers kept changing and they were taking advantage of me being elderly and they had me over a barrel essentially. Im also worried the gal said shed give me a $200 credit so I couldnt pursue getting my money back that they overcharged me.

  Business response

  06/06/2024

  Our customers are our 1st priority and when theres a concern, we make every effort to come to an amicable resolution. Our office has been in communications with Mr.***** ************* regarding the 50% increase in items at the time of pick up. Our office accommodated their request to move additional items and presented a new estimate prior to any services being rendered. Mr. ***** ************* agreed to the new price and services as requested were rendered.  ***** services as agreed to were rendered Mr. ***** ************* advised they wanted to revert their charges to the original price despite taking 50% more than they originally told our office. We attempted to reach a resolve with Mr. ***** ************* however they have ceased communication with our office and are now attempting to damage our reputation by making false statements and mislead the public. Mr. ***** ************* it is vital you re-open the lines of communication with our company. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with American Van Lines for a move from ********** to *******. They were late picking me up - Feb. 26 finally. On the last date my contract said they would deliver my items (3 weeks later), I called to enquire and was told my things had not left ********** and were still in storage, even though I was verbally assured by the sales person that my things would not leave the truck once they were loaded until they were in to *******. Two weeks later they said my stuff was on the road and gave me another delivery date, and told me I would get a call from the driver close to the date to arrange the time. I never received those calls. I called every week. Finally, the said the driver was on the way. When he finally arrived, 1/3 of my stuff was not there. Further there was arguing between the driver and the company about how gets finall payment. The driver threatened to drive off with my stuff if I didnpt pay him directly. It was a sh*t show. Further, the driver told me that he picked up my items from a storage unit *******. (Cacluating this was the SEVENTH time my things were shuffled on and off a truck). AMV llines tells me that my remaining missing items are coming "next weekend," and that the driver will call me in the middle of the4 week. this has been going on weekly for over a month. They have obviously lost my items and will not admit to it. This is extremely stressful and very unprofessional. Now, my calls go directly to voicemail and no resolution. DO NOT USE THIS COMPANY. They do not care about your, or your things. I will be suing them in court for the distress.

  Business response

  06/11/2024

  Our office has reached out to **************** to come to a resolution regarding the concerns with her move. Our client has requested that we reach out to her at a later date due to 

  personal matter she's dealing with. I'm sure that once we're able to discuss matters with **************** we should be able to reach an amicable resolution as this is always American Van Lines goal. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint concerns a dispute arising out of American Van Lines #*******. I contracted with them for a move of my household belongings from ************ ** to ******* OR. Three of my items required crating which was subcontracted to MSS specialty services. The items were removed from the house and taken outside to be crated. Upon arrival in ****** the items would be uncrated outside and brought into my new house. The delivery from AVL (American Van Lines) occurred on April 29, 2024. MSS would send their people to uncrate no later than May 1, 2024. AVL sent only two men to unload. They were not able to unload one of the crated items, a ****** piano, unless they uncrated it on the truck. They moved the piano, uncrated, into my garage. It is now May 10, 2024, and the piano and the other two crated items are still sitting in my garage. The dispute arose over who is responsible for finishing the job. MSS and I have repeatedly contacted AVL and have not received any response. I have notified AVL that I am filing a complaint with the Better Business Bureau in hopes that they might be prompted to resolve the issue. Both companies have been paid in full. AVL also broke or lost numerous items. I am photographing and documenting everything before I file a claim. American Van Lines is shameless and completely unprofessional.

  Business response

  05/16/2024

  It's always our goal to provide exceptional service to our customers. Our office has been in communication with the ***************** and we're confident that in working together we can reach an amicable resolution. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 8, 2024, I booked a move for my daughter, ***********************, between Temecula, CA and Billings, MT. I was quoted a price of $3986.00, but if I committed immediately, they would give me the discounted rate of $3604.51 because they had a truck scheduled to go that direction on the weekend, and had room for her shipment. I submitted the list of furniture and number of boxes and paid the deposit. Pickup was scheduled for April *****. I received the paperwork, signed it and received the acknowledgement. On April 10, I received a call from the customer service center that they might need to adjust the schedule and was that possible. On April 12th, I called to confirm the pickup date and time as they were now talking pickup April *****th. They could not give me an answer but said the pickup was in question. At 10am on April 13th, American Van Lines called and cancelled the move. They offered us $200 as an inconvenience fee. I started calling other moving companies and was able to book with *********************************** for a pickup on April 17th at the higher price of $5,455.81 using the inventory sheet from American Van Lines. Due to the last minute nature of the move, I didn't have any option other than agree to the higher charge. Had it been booked earlier, the cost would have been lower.

  Business response

  05/16/2024

  As it our goal to reach an amicable resolution with all our customers it pleases me to informed you that we've work together with ************ and have reached a resolution. 

  Customer response

  05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March, 2023 - kept in ******* and did not deliver to storage in ********* until June, 2023.We are asking for reimbursement of funds spent for a moving company to bring the items in storage to ********* as well as the storage fees incurred due to the van lines leaving the items in our garage and leaving the house without our knowledge of not loading the remainder of the furnishings. The van lines pulled out around 10:30 pm and we were taking their paper, boxes, etc to the outside on the circle driveway and did not see what the van people were doing as we were busy cleaning out the house.We were also not told there would be a storage fee in ******* for keeping our furnishings on the truck and not delivering until June, 2023.There is a file complete with the letter to the President of the Van Lines, and pictures of the events as they unfolded and can be copied and mailed to you as the folder is too thick and there are several emails with the female staff members that have been exchange to no avail. The van lines does not want to be held responsible. One reason is there were 3 Haitians two of which did not speak or understand English and the driver spoke very little English. They also had us miss the original "walk through" from the new buyers as they were constantly late and delayed in their work. The letter is very self explanatory and too long to explain in this brief format. We are only asking for reimbursement of the costs to bring the stored items to ********* and for the rent of the storage unit. The damage incurred to the items is beyond belief and the van lines does not have the money to replace these items and the items cannot be replaced or even found again. I am having to swallow the damage as the company did not provide insurance and we were not advised to get it - in our other 4 moves with movers those companies had their own insurance and they viewed our homes before packing and not one item was damaged or broken.

  Customer response

  05/06/2024

  I submitted only a very brief summation of the letters and pictures originally mailed via

  certified correspondence to the President of American Van Lines. I will be more than happy to

  provide BBB with the entire package sent to the van lines for BBB to review in its entirety, however

  the amount would have to be sent to BBB certified as it is quite lengthy as well as the emails that

  have been sent back and forth with no resolution.  ****************************** simply does not want to help us

  and admit to their neglect.  We believe one reason is due to the Hispanic driver and helpers and

  may have returned to ***** and the van lines cannot collect from the contractor they hired. The summation

  I sent on the form to BBB does not even begin to tell the story.  We are not asking for damages but

  simply to be reimbursed for storage fees, over charges of keeping our furnishings on the van too long

  as well as the storage fee we had to incur in ******* due to the home not being emptied and brought

  to ********* to begin with and yet we paid for the entire move upfront.

  Business response

  05/16/2024

  Our office is in communication with *****************. We're working together to come up with a resolution. As it's our goal to provide some form of closure to our customers. 

  Customer response

  05/17/2024

  *****************************(?) called and American Van Lines notified us that we were responsible for trucking to our home any

  items the Van Lines left behind - it is not their responsibility to complete the move of the items.  We were not advised of this and this

  was our 5th move but never used a van lines before - in the previous 4 moves the trucks came prepared to take all of our furnishings, etc

  to the next home - the previous truck companies did however have estimators to come to our homes several times to review the items and

  compute how many trucks would be necessary. The van lines did not send anyone to our home and it was requested several times.  I have a

  large file that was filed to the President of the van lines and he has never responded instead several people have been talking - the same conversation

  each time - they are refusing to pay for the expense we had to incur to have a truck to go from ********* to ******* to get our things left behind in a  3 car

  garage and we had to get a storage unit to put the items in and paid for storage from March until December when we had a another home.  The van lines

  simply did not convey any of this and I find it hard to believe when you pay unfront for a complete move and you only got what the van could load instead of

  sending somone to estimate how many vans or trucks would be needed to complete the move.  On the internet there are several complaints about this company and

  in addition there is mention that some people only paid a portion of the move and the balance paid when everything was moved and there was no damage, etc.  We did

  not have that right or privilege and the van lines is not cooperating - they only want to pay $938 and the bill alone for the trucks (2) and 3 men to load in the trucks what was

  left is over $8,000 to drive to ******* and return with our items - in addition there was a storage fee we had to pay over the months and they contend it was not their

  responsibility - they only had to put in the van what would fit and the remainder would be on us - we were not advised of this and I never heard of such a situation and I

  have discussed this with many people who have moved often and they never heard of this - we do not know what to do next to get any money that we feel we are due.

  *************************

  Customer response

  05/21/2024

   
  Complaint: 21671825
  
  I am rejecting this response because:

  *****************************(?) called and American Van Lines notified us that we were responsible for trucking to our home any

  items the Van Lines left behind - it is not their responsibility to complete the move of the items.  We were not advised of this and this

  was our 5th move but never used a van lines before - in the previous 4 moves the trucks came prepared to take all of our furnishings, etc

  to the next home - the previous truck companies did however have estimators to come to our homes several times to review the items and

  compute how many trucks would be necessary. The van lines did not send anyone to our home and it was requested several times.  I have a

  large file that was filed to the President of the van lines and he has never responded instead several people have been talking - the same conversation

  each time - they are refusing to pay for the expense we had to incur to have a truck to go from ********* to ******* to get our things left behind in a  3 car

  garage and we had to get a storage unit to put the items in and paid for storage from March until December when we had a another home.  The van lines

  simply did not convey any of this and I find it hard to believe when you pay unfront for a complete move and you only got what the van could load instead of

  sending somone to estimate how many vans or trucks would be needed to complete the move.  On the internet there are several complaints about this company and

  in addition there is mention that some people only paid a portion of the move and the balance paid when everything was moved and there was no damage, etc.  We did

  not have that right or privilege and the van lines is not cooperating - they only want to pay $938 and the bill alone for the trucks (2) and 3 men to load in the trucks what was

  left is over $8,000 to drive to ******* and return with our items - in addition there was a storage fee we had to pay over the months and they contend it was not their

  responsibility - they only had to put in the van what would fit and the remainder would be on us - we were not advised of this and I never heard of such a situation and I

  have discussed this with many people who have moved often and they never heard of this - we do not know what to do next to get any money that we feel we are due.

  *************************

  
  
  Sincerely,
  
  ************** And *****************************

  Business response

  05/21/2024

  A member of our management team has been in communication with ***************** which she informed she would not be available to finalize her concerns until Wednesday. Our office agreed we would follow up on that day, I'm sure together we can work towards a amicable resolution. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved amove through American Van Lines that included a partial pack. The inventory was done via phone and estimated by the van lines representatiive on the phone. The movers called the night before the last move date in the window stating he may not be able to make it, I called the after hours phone and never recieved a phone call back. The truck driver then showed up a day late at 3:30am with 1/2 the crew promised. Of that crew, 1 member smelled and was visibly under the influence of cannibis. The movers said they would be done by 8am (because the house was being sold and wasclosing that day and possession handed over.) This continued all day, then the mover could not fit all of the items on the truck and left with 10 items remaining. Then they called me and ensured me that if i signed another contract and pay additional money they would have someone out there the same day and all my stuff would ge moved to MD and placed in the same storage. These movers did not show up until 2 days later, then promised to return with the paperwork and never did either. During this time no one would return my calls or give status updates. Then I recieved a call that there was a leak in a box and i gave permission for the movers to invetigate, at which point the manager promised to call me bac with the damage/result. This never happened and took me over 2 weeks to recieve a call. Then when it came time to pay for storage, my stuff was not all located in one facility as promised by the company, but in 2 storage facilities in two different states. This consequently resulted in me having to pay two storage fees instead of one. I have tried to resolve the issue repeatedly with the company. They have threatened to not schedule my delivery, impose extra late fees, as well as have my items auctioned off. All the while avoiding phone calls. Additionally the delivery was supposed to be scheduled for May 1, but now has been pushed back to May 8 which will result in even more charges.

  Business response

  05/10/2024

  At the point of receiving the complaint our office has been communicating with ***************************. As with all our customers it's our goal to with together to come to a resolution.

  We've provided ****** with best resolution possible.   

  Customer response

  05/14/2024

   
  Complaint: 21653872
  
  I am rejecting this response because:

  The company is still failing to respond adequately. The latest development is that they were supposed to deliver all of my goods on May 8. They have not, and the second half of my goods has not arrived or been scheduled for delivery. The company has only offered $1300 of which they are allocating $515 back to THEMSELVES for storage fees incurred because of this latest s**** up. Meanwhile they have charged in excess of $14,000 for a move that has been nothing short of a disaster.
  
  Sincerely,
  
  ***************************

  Business response

  05/17/2024

  Here at American Van Lines, we make every effort to address any concerns that *** arise during a move. It's shocking that ****************** continues to reject our response, as we've been in constant communications.  As mentioned previously we reached an agreement with our client. There's a small portion of their move in the process of being delivered therefore ****************** has requested to receive delivery of those items before doing anything further.  

• Initial Complaint

  04/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Moving from ******* to ********* Didn't show up until one day late. Movers were uncaring about packing items, most boxes weren't marked. Fragile items thrown in with other heavy items, glass broken with three pieces, items that we requested to pack weren't done, many furniture items were scratched or broken. Tha worst moving experience possible. Moving advisors Didn't seem to care for our needs, very poor communication from Moving advisors at American Moving Don't waste your money on American van lines.

  Business response

  05/13/2024

  **************, I am sorry to hear that you have concerns regarding your move. Our office has not heard from you since the delivery of your items in February. This is the first time that we have heard of any issues regarding your move. If you would please return the calls and emails our office has left for you, I am sure that we can find an amicable resolution. Thank you and we look forward to hearing from you 

  Customer response

  05/17/2024

  No response from American van lines

  I have called 3 times,left messages 

  In addition to complaints, we are missing multiple items, antique phone,step latter, socket set, 3 ceramic decorative platters

   

  Customer response

  05/20/2024

  We are working with American van lines to resolve this issue 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  #*******. I hired AVL to move mom from 1 bd home in ** to Assisted Living in **. After research & multiple quotes, AVL won business with quote of $4,144.76. Not the lowest but were detailed on quote, organized, A+ BBB rating. Quote based on an exact/detailed inventory with the exception of the # of boxes which agent suggested based on house size. There was 1 error that never got corrected (1 unit=4 pieces: notes indicate I told agent but listed as 1). Day of move, post inventory, I got a $1,740 surplus for 3 extra shelf units and more boxes (+39 small/med). Outrageous! We had to go so no recourse! I called office & spent ~1.5 hours on the phone with the local mover (they could not make changes) and AVL (offered no adjustment except that I could leave items behind). Note: I choose not to ship 7 large items which she said would NOT credit off listthey only ADD items on the day ofInsane). I reluctantly agreed & advised I would follow up which I have in writing & many phone calls. I received 1 vm back & have not able to get a hold of ******* again after repeated vms. At delivery I was faced with a charge of $253 for extra distance. Call reduced to $150 but it's not right as in detailed quote, I was not asked about distance/warned of 75ft limit. I paid elevator surcharge & added shuttle ($356) as the 18 ******* would not fit. I checked many details & would have made choices if advised of costs in advance (would have packed more med boxes vs small if surcharge process explained). Request is to help resolve the post quote surcharges: 1) reduce the day of increase +$500 vs $1,740 in line w/ actual increase in small/med boxes & reduced items shipped from the quote + 2) eliminate $150 surcharge not quoted. Refund: $1,390 Beyond the cost issues above, the timing of the delivery cost me an added ~$3k in rental for my moms new place as the guy quoting me assured me verbally that the move would be about 9 days. It took 3 weeks during which time I paid for an empty ALS unit.

  Business response

  05/03/2024

  Our office has been working with **************** and have reached an amicable resolution. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩