ComplaintsforAmerican Van Lines, Inc.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My complaint today is regarding American Van Lines business practices. I spent a large amount of time working with various representatives in different departments to plan my move. They do a very good job at selling you up front with how their business runs and it goes downhill from there. All the estimates start out of as binding estimates and they continue to state that the price will not go higher. Additionally when I asked if the move would be handled by in house employees, I was told "yes" and then days before the move I received a call that due to "mechanical issues" my move would be handled by their corporate partners. Then when I talked to their "QA representative" I was told I need to have an accurate box count days before my move. I estimated my number of boxes and I specifically asked what would happen if I undercounted and was told "oh it will just add a little to the price". Additionally, I was very clear in defining all my items. When the time came for pickup, I had underestimated by a few boxes but the people also said I had to pay extra for packing of picture boxes and for my mattresses. This was very confusing because I defined these items in my item list. It was clear to me that they were looking for every reason to raise the price. When I spoke with my moving coordinator I was given an ultimatum, sign the new non-binding estimate or they would leave some of my stuff behind. I was obviously forced to sign. The new total would now be based solely on weight and not box count and would be determined at delivery. At delivery, the price went up about $1000 (about a 20% increase) and again I was given an ultimatum, pay or you don't get your items. I signed the contract with an indication it was being signed under duress. Since completing my delivery it has been impossible to talk with anyone to resolve my issues with how the billing was handled. I am asking for a reconsideration of the additional charges and refund. I also never received a final receipt.

  Business response

  09/12/2022

  Spoke with customer and provided an amicable resolution to their concerns

  Customer response

  09/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response from the business and while they refuse to issue the promised credit of $500 until I inform BBB that the resolution is acceptable and the matter is closed even though I have already signed the agreement they sent to me to get the $500 credit, it has yet to be issued. So I am accepting of the resolution offered by the business pending the actual credit of $500 being applied to my account.

  I would like to add that it is very illogical business practice to ask me to accept a resolution that has not been completed yet and there is an obvious mutual distrust between the business and the customer in this case.

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

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First transaction July 25th, 2022 the amount was $3,520.41 and 18th, 2022 $3,520.41. to American Van lines I left messages with the company on August 18th, 19th,21st, 22nd, 25th, 29th, and 30th. September 2 and the 6th. Sent emails to the claims department August 22nd ,23rd and 30th Sent an email to the information department on September 2nd, and 6th Attempted to contact them over 15 other times via 3 separate phones to try and get a response.The movers violated the contract. The movers did not assemble items at drop off (full bedframe and queen ********* or disassemble items at pick up (two dining tables, dining chairs, and the legs off our tv) due to a lack of tools on their part causing all of the items to be damaged or fully broken. The driver took my motorcycle knowing the locks on the truck were broken and he was unable to safely strap the motorcycle or grill. He informed me of this at drop-off and that he knew ahead of time of this damage in his truck. He Improperly handled and packed multiple boxes and furniture. There were no dish boxes, or art boxes brought to the job to safely pack the items and they ran out of tape and boxes so they just used furniture pads and tossed the items in to wrap up with rubber bands. Several large items were not wrapped in furniture pads. Additionally, the movers got in a fight and had an unauthorized person "pack" who sat in his truck after 20 minutes of packing. Not leaving my house until after midnight caused a noise disturbance violation. Because of the improper packing, preparation, and storage in the truck, the driver didn't have enough room to bring ****lbs of our items for which we had to rent a Uhaul and tow it **** miles across the country. The damaged motorcycle is my husband's primary method of transportation so now that it is completely undrivable he has no way to get around. We asked ************************* multiple times for a before and after weight ticket for our move. We are still waiting on those wait tickets.

  Business response

  09/10/2022

  Our office has been in communication with our customer regarding all of our concerns. A claim for was filed with our office on 8/22 and we are reviewing. We advised our shipper that a claim review will be sent out no later than 9/22. Due to the consistent communication with our customer, we are surprised by this complaint.

  Customer response

  09/12/2022

   
  Complaint: 17924042
  
  I am rejecting this response because: there has been no consistent communication at all. Please explain the multitude of un returned emails and phonecalls to the customer service and claims department to include the manager ******. We are still waiting on a discussion about the 350 dollar reimbursement you attempted to give us to keep us quiet or reimbursement for the storage of multiple large items preventing the use of over *********************************************************************** regards to the inproper packing and transportation of the motorcycle with the knowledge of the broken locks on the truck or reimbursement for the loss of primary means of transportation. We continue to call your offices to no avail.

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

  Business response

  09/20/2022

  Good afternoon ************,  We have provided a resolution for items that had been damaged during your move. We feel that with the resolutions already presented is an amicable rectification and consider the Claim process resolved. 

• Initial Complaint

  09/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  American Van Lines used an extortion tactic of holding our possessions after an erroneous $700 charge for overnight, when they arrived for delivery a full day before the arranged delivery date. We were told to expect delivery on 8/31, and they arrived on 8/30 with no notice from AVL, just a call from the driver (a subcontractor, not an AVL employee) when he was 30 minutes away. This was only 49 hours after pickup at a location **** miles away. When delivery was rescheduled for the next day with all parties agreement the drivers did not deliver. While waiting at the drop-off location, we were told by the driver they would arrive 2 days later. At that time, they refused to deliver until we paid a $700 holding charge because they delivered later than we had agreed to. American Van Lines is a logistics company for moving that is not able to communicate effectively with clients, had no accountability and uses bad business practice. AVL is saying that we were to expect delivery anytime between the moment of pickup and 21 days later, with no notice. This is unreasonable and bad business practice. Every level of communication broke down. We were forced to pay a $700 fee as extortion or they would not unload the truck.

  Business response

  09/10/2022

  Our office has been attempting to reach ******************** for over 2 weeks to discuss our concerns. If she would return our calls or emails, we are confident that all of our concerns can be addressed. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired American Van Lines for move fr. IL to NJ 7/2022.Our estimated binding agreement totaled $9,524.78, wgt ****** & 207 items.Deposit paid was $4,762.39 to AVA.7/11/22, QA rep called for updates to cube sheet.I updated her with changes were (increase in tote count, items removed/added etc), and was sent updated binding estimate that I signed showing total cost of $10,680.67 for 251 items & estimated wgt of ****** pnds.7/15/22 day of move, the ******* did inventory,we were told the truck is not big enough for our stuff.I asked to see his copy of the cube ********** was not the revised one from 7/11/22 but the cube sheet from May.Then he told me,although having all paperwork saying **** he was from a company ****************- & the plan was to fill the truck,take it to a warehouse,unload the truck & reload it to 18 ******* that will make the actual drive to **.We were not told a third party would be involved at all.He gave us his new estimate & total cost was now $18,214.22 w/ 253 items & total wgt of ******. Unless I signed the paperwork,they could not start loading the truck& we had to be out of our house that day per landlord & had to ask to stay extra day since they had to come back next day for the rest of our stuff.Delivery was 3 days late after the estimated window given to us.The day before,**************** called saying we needed to pay THEM the balance of the contract with ****the new total after the truck weigh:$16,633.98, & a wgt of ****** pounds w/ balance of $11,871.59. We were not told by *** that we must pay Next Stop the balance, but again, we were told they would not deliver our items unless we paid Next Stop. @Delivery-there was extensive damage to our stuff, missing furniture pieces & damage to walls due to the carelessness of movers.We put a claim in the day of delivery with pictures and descriptions to ****************** in the claims dept.We have tried to contact her & leaving ***************** and have not gotten a response from anyone at all.

  Business response

  08/31/2022

  *******, it appears that you have not provided an accurate account of the details of your move. On July 6th our office contacted you to advise our local agent would be servicing your move. At this time, you were provided the opportunity to cancel your move and receive a full refund, select alternative dates for your move, or accept our local agent. You elected to proceed forward with our local agent. When we arrived at your home our company was expecting to move 253 items based on the revised list you did with our office. When our driver arrived, he noticed that there were significantly more items, and we had transported a total of 346 items for you (a 40% increase). it was this dramatic change that forced us to re-route truck and essentially re-dispatch your entire move. Lastly at the completion of your move our office had spoken with you regarding your concerns. Per that conversation you would be emailing into our office additional information so that we may assist you, to date we still have yet to receive any correspondence from you. As our customer we will always work with you and address any concerns we may have. Please reach out to our office and dial ext 207 for our customer service manager. 

   

  Thank you 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 14, 2021 I paid American Van Lines *** (located at *****************************************************************) the remaining amount owed on a grand total of $9425.62 forJ ob Number *******. They picked up the contents of my home in ******* ***** on September 7 and 8 and dropped them at my apartment in **********, ******** on September 18. Upon the goods' arrive my wife and I opened boxes and noted that many goods were damaged in transit. We were then informed by the driver for the subcontractor, Move for Less (headquartered in **********) that we needed to contact AVL and file a claim. Since I had paid AVL for "Full value coverage with $250 deductible" I started the process by contacting AVL's claims email. Upon doing so I was told we needed to gather documentation to support the claim before AVL would officially acknowledge it. I submitted a claim to AVL on April 16, 2022, well within the "9 months to file" as specified by AVL. AVL acknowledged my claim on April 16, but has failed to process my claim or even respond to any inquiries as to its status since then. I have reached out both via email (four times: once in June, once in July, and twice in August) and phone (five times, including thrice over the past weekend). I am seeking the following: 1. Resolution of my claim by payment from AVL to myself of the full amount of all items at values claimed at time of loss 2. Waiving of $250 deductible in acknowledgement of their failure to resolve my claim in the time they had previously specified, as well as the inconvenience of having to store the damaged goods in my home in their useless state while I wait for the claim to be processed.

  Business response

  08/17/2022

  Our office is finalizing **************** claim and will be calling him today to discuss. 

  Customer response

  08/18/2022

   
  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. They have separately emailed me a resolution to my claim and I am pleased with their response. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired this company for a move from *******,** to ************, ** Assured ** they were not a brokerage company. Lots of calls back and forth The day of the move they informed us their truck broke down and would need to subcontract the move. Apparently this is pretty normal for them according to the Yelps reviews I found this week. Delivery was suppose to happen between the 18th of July and August 8th. They did tell us after many phone calls and messages left that they would be delivering on August 6th. That did not happen. When we finally talked to someone today again they told us the truck broke down and delivery would be between 8/11-8/13. They will not tell us where our belongings are, at one point it was ******** via ******* which also seems to be a common occurrence. Many of the reviews in Yelp state there stuff finally arrived in poor condition and missing many items, especially electronics. People didnt get claims fulfilled as promised. I am very worried. They charged us for packing art work that was already wrapped in 2-3 layers of bubble wrap, insisting it needed to be boxed. No one informed us of that. They used boxes that were used and then told us it would be ***** a box. The other worker said ****. It was clear who was in charge.

  Business response

  08/15/2022

  Our office has worked with ****************** and all of our concerns have been resolved

  Customer response

  08/16/2022

   
  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

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sought multiple quotes from full service, white glove moving companies in order to relocate from CA to ** after graduating law school. The need for full service tear down and set up is due to my having serious health issues, compounded by the time constraints of relocating for an out of state bar exam. I received multiple quotes from American Van Lines, including a quote with an 800 dollar surcharge that guaranteed that, not only would my move not be brokered, but that it would be specifically handled by a WHOLLY OWNED SUBSIDIARY of American Van Lines. I accepted this offer at the surcharged price because of my circumstances: being able to rely on a specific, well reviewed mover was most important to me.About a week before my scheduled move date, I was told that my price was being adjusted down and that the move was going to be handled by an "agent" that was not wholly owned. Because at this point it was literally impossible to arrange for alternate service with another mover, I was backed against a wall. I specifically asked if the agent had the same DOT number as ***, and was assured this was the case.Yet, the movers who arrived told me not only that they operated under a separate DOT number, but also that they were brokered the move. When they looked at my apartment, they claimed they couldn't start the move because the *** quote was incorrect. They DOUBLED the estimate and demanded a DOUBLE deposit. Again, I had no choice but to comply.The tear down was haphazard, but the delivery was a disaster. My mattress arrived STRAPPED TO THE OUTSIDE OF THE ****** It was not only filthy, but mismarked. The movers brought someone else's (much bigger) mattress in my house at first, scratching the paint off the sealing, then REFUSED to remove it. It was only after my neighbors came outside that they gave me my actual mattress. The refused to finish the rest of the set up, just opening boxes and dumping my things on the stairs to my house.

  Business response

  08/15/2022

  ******************, In reading your post it appears that there may be some misunderstanding. When going over your account your final cost of the move was actually less than your original estimate. In speaking with our office and working together we acknowledged that there were things American Van Lines could have done better during the move and attempted to work towards a resolution with you.  Our discussion had nothing to do with any "claim", and to date our office has still not received any formal claim for damages to your home or the items transported. It is always our goal to work with our customers and ensure our concerns are amicably resolved. We would be happy to continue to work with you and expedite your claim to address any alleged damages. Please contact our office and ask for *** at ext. 207. Thank you and we look forward to hearing from you  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello,My name is ****, I am seeking help as American Van Lines has failed me.Its been two months since I have received all of my things that I paid a premium deposit for, in the move from ************* to *****. My moving coordinator (************** Senior Moving Coordinator, ********************************* was unaware of my valuable belongings being delayed for over month. I had called for several weeks, day and evening hours, no returns. It was only when my fiance called from a different number did she pick up and, after finally looking into my order number (*******), which on 6/15 per the email received from ****** my valuables would be delivered that weekend. That date would have been June 18th/19th. She stated "i thought the delivery was completed and was going to call for follow up." Order was not complete. Another promise of a follow up ensued. There was no follow up. When we called again, no answer. When we were finally able to reach ***** she informed us that that our belongings were stuck in Arkansas, the truck was broke down. Repair soon, delivery soon. During that time the actual delivery company Calypso moving company was feeding me "other info". My boyfriend and I had to make a big deal of it to ***** before she finally agree to send us to a "supervisor" ****. She, probably not a supervisor, mimicked ***** as in it should have been there and they were looking into it. The next call we actually got form **** was one of trying to have sympathy for American van lines as they were fed bad info from ************** company. We should "understand that we were not the only people with valuables" for daily living that were inconvenienced by their lack of follow up. Which was a joke. They excused thier lack of follow up and blamed it on their poorly brokered loads which they could not care to follow-up on. Long story short, we got another 7 boxes at day 50, now we can't get ahold of **** or get answers. Yet per ****, we must pay the full amount at final delivery.

  Business response

  08/19/2022

  Our apologies for the delay. We have been in communication with our customer and provided a delivery date as well as a resolution for the delay. 

  Customer response

  08/22/2022

   
  Complaint: 17676455
  
  I am rejecting this response because:

  That is partly true, not all true. They had the original coordinator ***** reach out to me to inform me that they will call last week Thursday August 18th, ************************************************************************** a form that the rest of my balance is not due. No one called me and the form was not sent to my email. I checked several times. I ended up calling ***** and she called me back ************************************************************************************************ the call. I am attempting to reach out to her again this week. I am doing most of the work and they again have not communicated to me about my move and lack care of doing anything what they said they will do.

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

  Business response

  08/24/2022

  Our management team has continued to work with our customer, and in doing have reached an amicable resolution. 

  Customer response

  08/29/2022

   
  Complaint: 17676455
  
  I am rejecting this response because: we did not reach an amicable resolution. They only gave me option of settlement or pay balance when delivery comes 3 and a half months late. Settlement offer was not fair based how late my items came and whether all my belongings are accounted for.  Supervisor was not notified to call us to dispute settlement. Settlement included telling me that I could not write negative reviews about them. No information was given to us to escalate and dispute the settlement fairly. As my moving coordinator ***** was unwilling to take responsibility for errors and miscommunications in getting my stuff moved to destination for over 3 months.

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

  Business response

  09/07/2022

  The management team has worked with our customer, and in doing have reached an amicable resolution. 

  Customer response

  09/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is completely satisfactory to me. The matter is now considered closed and I retract all previous complaints.
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is regarding a move ( Job #*******) from ******************************************************** The issue occurred on 8/2/2022 in *********, ** during the delivery 1) The drivers showed ** in a truck with no obvious signs and did not present with proper paper work, eg. inventory list from pick up...etc 2) Several furniture were missing including a queen size mattress, parts of a queen size bed, and two dining table chairs 3) The delivery staff refused to provide basic assemble of furniture, which is listed on the contract as part of the service purchased 4) The delivery staff demanded high tips and refused to leave unless they get paid what they requested for. They also did not show us inside the truck to verify all items have been delivered Multiple contacts ( phone calls, emails) have been made to the moving coordinators at American Van Lines regarding the above situation. However, we are not able to file a claim because they do not allow us to do so. There have been no claims form provided, and we haven't been able to get in touch with the claims department. This is a violation of federal law under the released value protection. Also, it seems like the the moving coordinators have no idea which subcontractors were hired for the delivery and therefore were not able to locate the missing items. Attempted to file a complaint against the delivery subcontractor *************** and could not find this company. It is possible this subcontractor is unlicensed and uninsured In a situation like this we demand to be reimbursed for parts of the moving fee that we have already paid.

  Business response

  08/15/2022

  Mr. ***** *************, our office has been in communication with to address our concerns. We had confirmed that as requested a claims form was sent and received. Once we receive back your claim form, along with the information on what the movers allegedly did not re-assemble, we will immediately review and call you to discuss. Please rest assured that any services found not to be completed will lead to an adjustment to your balance. Please continue to allow us to work together so we can resolve our concerns. Thank you 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a long distance move with this company from ** to NV. Initially, customer service was great and I received contact form many employees about the details of my move. My items were picked up on 7/9 without issue. After that, I received no updates, my moving coordinator won't answer emails or calls, supervisor emails are full so you can no longer contact supervisors, customer service reps will not answer phone calls or voice mails, I've been hung up on nearly every time I call customer service once they pick up the phone, and the only way that I can talk to an actual person is by contacting the "Get a Quote" phone number. I've been told three different delivery dates, and all of which have suddenly been delayed at the last minute. It has now been nearly a month and by move was under contract to be delivered by 8/4, yet I still have no set delivery date, nobody who will give me an update, and nobody who will give me an answer about where my items are and what happens if they deliver past their contracted date (which I already paid a 50% deposit for). I have never experienced a company who blatantly ignores and hangs up on customers, who is so impossible to reach, and who is so unorganized and unprofessional. They display countless wonderful reviews on their website, yet any ****** or Yelp review says the same thing - they ignore all contact after your items are picked up and deliver late, damaged, lost items. I want answers, I want to know where my items are and if they are safe, I want money back, and most importantly I want this resolved and I want my things. This is an absolute nightmare, extremely distressing, and the company has been extremely misleading.

  Business response

  08/15/2022

  ****************, we apologize for the delay in the delivery of your items. There have been some delays on your route that have been taking longer than expected to correct. Our records do indicate that you have spoken to a member of our management, and we will continue to work closely with you to amicably resolve our concerns. 

  Customer response

  08/16/2022

   
  Complaint: 17659964
  
  I am rejecting this response because: while I sincerely appreciate the apology, none have my issues mentioned prior have been resolved. American Van Lines did give me the address to the warehouse that my items are being held in (the same spot since pickup on 7/9/22) but nothing else has actually been done. As of today (8/16/22), I still do not have my items, they still have not been picked up, and I have not been compensated for the breach of contract. Nothing has actually happened or been resolved yet, and these are apologies that Ive already heard many time without any real resolution. Additionally, I requested that my items be inspected since they have been in a warehouse for over a month and I wanted proof of their integrity/that they are not damaged, lost, or stolen. This request was acknowledged and I was told it would be done, and it still has not been done. 
  
  Sincerely,
  
  *****************************

  Business response

  08/24/2022

  our office is continuing to work with our customer to address all concerns. We are working together on multiple resolution options to determine what will work best for our customer. 

*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. ↩