ComplaintsforAmerican Van Lines, Inc.
Moving Companies
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Complaint Details
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Initial Complaint
06/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted American Van Lines on May 18th, 2022. I am moving to ****************. I was given a binding contract by an agent that must have been new or not very skilled in customer service although she acted as such. I explained what I was bringing and the time frame I needed the items to be delivered by, My new apartment lease was starting June 11th and that was the day I was arriving to ****************, **. I was absolute in my time frame that the items could not be delivered until the 11th or later due to the lease starting that day. The agent told me the best way to get my items in the appropriate timeframe was to have the movers come between June 1st and June 3rd. Due to the **** day delivery window they ensure. The representative told me that in the notes they would specify that I was to receive the items on June 11th or later. I trusted that statement, but on June 1st, I received a call that the movers were outside, when AVL clearly stated I would get a call at least a day before the movers came to sort out all details. My items were picked up on time which is awesome the driver of my shipment clearly told me he would be ready to drop off my items in a few days. I told him this was a problem because I would not be there to receive He insisted he would call and make sure they knew. I took the initiative to call myself, every agent that had emailed me or called me before the shipment was picked up. No one answered and I left several voice messages to explain the problem. On June 3rd, I was called by a representative of AVL, saying my items would arrive on Sunday June 5th. I immediately told her I was not going to be able to receive it at that time due to the lease not starting yet and having no way of storing it. I was told that I was responsible to pay storage fees. When you tell someone a requirement 4x you expect them to make sure it is rigid and shown on the contract. How is it my fault that, they clearly ignored my instructions. Job #*******Business response
08/17/2022
Our office in working with ************ was able to resolve all of his concerns to his satisfaction.Initial Complaint
06/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
American van lines has held up delivery for an entire month. We have no idea where everything we own is. They confirmed 5/9 for delivery of everything they picked up from our home and its now 6/4 and they have not delivered our items after multiple confirmations.Initial Complaint
05/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I contracted with American Van Lines in October 2021 to perform a whole house move from ******** to Indiana, including short-term storage of a majority of my possessions. As you will see in the supporting documents, we paid over $7000 for this move. With the monthly storage charges included, we paid in total $8287.71 to ***. By the time they made final delivery to our new home in January, they had destroyed over a third of our large pieces of furniture, and cost us $1200 in damages paid to the buyers of our ** house due to a last-minute delay in their pick-up date.On 10-*****21, I notified *** of our rental unit address and our closing date of *****. I never got a response to this email, but on a ***** phone call I was advised we were on schedule for a ***** load date. On ***** I received another phone call and was told our load date was changed to *****. When I reminded them our close date was ***** and we needed to be out that day, they didn't care. We ended up paying the buyers $1200 in damages for the delay.While we packed all of our boxes, *** was responsible for any necessary disassembly of furniture. The delivery at our rental unit was only a smaller portion of our furniture, but two desks were delivered in pieces. One didn't even include all the pieces. The final delivery to our home showed the full extent of their disregard for our belongings. One of the supporting documents is the *** claim document, listing all the destroyed furniture. Over two months after submitting the claim to them, they denied it entirely. If we had lost one piece I would not have been too concerned, but they destroyed so much that I can only conclude they have a complete indifference for their customers and the belongings they move.On the claim I requested $4200 for the destroyed furniture, direct damages we paid to our buyers, and for the disposal of the fragments of furniture they delivered to us. I would like at least this back, but a full refund feels appropriate.Business response
08/17/2022
**************** had submitted a claim to our office regarding his items. When our office had called **************** to discuss his claim, we were advised the items on his claim were all made from ***************** As was explained to **************** prior to pick-up and indicated on the moving documents he signed, **************** furniture items are not covered. In an attempt to work with our customer, we attempted to reach an amicable resolution, however **************** has been unresponsive. We are still willing to work with **************** if he would like to contact our office.Customer response
08/18/2022
Complaint: 17288927
I am rejecting this response because:The business's only response to destroying a third of my furniture was to offer $250 if I signed away my rights to pursue them for damages. The widespread nature of the destruction showed a callous disregard for my personal property, which they were contracted to safely move and store.
Sincerely,
*********************Business response
08/23/2022
****************, the claim you had submitted was reviewed and settled based on all guidelines. The items in question as stated were all particle board, and the amounts they are worth you are stating are over inflated. While it is clear that you may not agree with claim resolution, you were made well aware prior to services being rendered, of the limitations on certain items. Our company still went above and beyond to settle our concerns which you agreed resolved the claim. If you would like to discuss this matter further, please do so by contacting our office. Thank youInitial Complaint
05/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I hired this company for an interstate move from PA to GA. It was a difficult task to get them to pick up my items the dates that provided. When trying to get in touch with my designated coordinator, I wasn't able to. They are sweet as pie when they want your business but once you put a deposit they do not care to be bothered. The movers picked up my items and delivered it between 4/2/22 and 4/9/22. Of course before unloading they required I paid them the remaining amount due. Their separating system in the truck was completely unprofessional, which is just a string separating each person's belongings. This is the run down of my complaint:1. The movers delivered my tub/container that contained all my kitchen utensils, such as my pots, pans, plates, bowls, cups, etc to another drop location. They stated that they were able to retrieve the tub and they were going to deliver it to me within a week and have not done so as of yet.2. A duffel bag that contained my daughter's Playstation and games that was not delivered. They stated they found it on the truck but still have not delivered.3. There is also another box containing candles and toiletries that they stated they found on the truck as well and has not been returned.4. In the process of disassembling my dining room table they broke the legs and were not able to reassemble it when they delivered it. They stated they would fix upon return.5. There is a futon that belongs to my daughter that they disassembled. The movers stated they were not able to be reassembled until they came back because that was also damaged when they disassembled it. They stated they were going to repair it when they returned with my missing property. They have not returned and it remains disassembled. 6. They text me a message each week stating they are going to deliver my property within a week and have not. I texted back.7. I now constantly have to spend additional money to replace what they have not delivered.Business response
08/19/2022
our management team has been working with our customer and has resolved our concerns.Customer response
08/23/2022
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
05/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Used this company to pack and move my house from MA to pA. Been trying for 3 weeks to schedule delivery; no one will call back. All of my furniture is in storage with this company and Im being charged. Waiting to move in and its costing me money and cant get any response. Very concerned. JOB # *******Business response
08/15/2022
Our company had delivered ****************** belonging a few days after he notified our office, he could receive them. As ************** has communicated with our office, all items had been delivered and the move closed to his satisfaction.Initial Complaint
05/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We contracted American Van lines for a household goods move from ********, ******* (*****) to *******, ********** (*****). We were told that the driver who arrives for pickup will provide the exact timeline of delivery. The driver picked up our stuff on 4/20 and provided a delivery date of 4/27. However, we found out at the day of pickup that American Van lines had contracted this job out to a different firm *************************************** has terrible ratings online. As of 5/9, our delivery has still not been made and we are still not being given any idea of delivery timeline even after repeated calls to inquire. This has caused tremendous hardship as we moved to a different state with no furniture, utensils or essentials and have been stranded without our stuff. Representatives from both American Van Lines and ************************************* seem to be clueless whenever contacted. The resolution I am seeking is immediate delivery of my shipment and a refund for misleading me as a customer and pawning ** off to a different company.Business response
08/19/2022
our customer was picked up and delivered within the agreed upon dates. Our office was in communication with our customer throughout the entire move process. There have been no further issues or concerns that have been brought to the attention of our office. Should our customer have any additional questions or concerns please feel free to contact our office.Initial Complaint
05/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed a binding agreement job number ******* dated October 6, 2020, to move my furniture from ********************************************************************** to ************************************************************************. The packers originally hired were off the street and had no experience packing trucks for a move. The subcontractor hired these inexperienced packers to maximize his profits. I took picture of the truck on the 16th before it was unloaded and repacked. You will see that my furniture did not have proper padding to prevent damage. At the time the truck was repacked and headed to ******* I was not aware of the damage that had been done. Please see attached letter for more information.Business response
08/15/2022
Our office has been working with **************** to address his concerns on the claim that was submitted. **************** had chosen with his move for the ************ liability coverage, rather than paying for the additional coverage. **************** is now seeking to get full coverage for his claim, and when advised we would be able to do so he made numerous complaints and unfounded accusations. We are always willing to work with our customers and discuss our concerns but making false allegations will not help the situation. We are ready to work with **************** when he decides to re-open the lines of communication.Initial Complaint
05/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
see Attached documentBusiness response
08/15/2022
We are unable to find any customer of ours with the information provided.Initial Complaint
04/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hired American Van Lines to move my furniture and belongings from **************************************** in ***************** to My storage in *****. I paid ******** half of total price. They loaded on the 25 of March and advised they would be in Calif in four days.They had me sigh 13 papers and when I asked for a copy, they said they will give it to me on the other end. As of today **** I have not received my things. They were late loading and said the truck broke down, and used that excuse two more times. I demanded to know where my things were, and they said they didnt know. I have calls documented with times and dates and what was said. Would be happy to provide you with those. Many calls went unanswered. I am an 87 year old Holocaust survivor. Ive suffered enough loss.Their contract ended on the 17th of this month. They called on April 21 offering me two hundred and fifty dollars if I would sign a waver releasing them of all liability. I did not sign. I want my things.I called my credit card company to dispute the payment I gave them until I see my possessions. On 4/25 I was told by them that truck broke down no delivery as planned. At that point I called my credit card company. My friend ***************** ************ has assisted me in dealing with this. I am heart broken. Feel free to call *** if needed. I want my things. When I see them I will pay.Business response
08/15/2022
In working together all of our customers concerns have been resolved.Initial Complaint
04/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Expectation: On February 14th, 2022 I booked American Van to help move my brand new furniture from an apartment in *******, ** to a house in *******, ********. From the very beginning, I was concerned about my furniture as it was brand new and just recently paid off the financing. American Van assured me that I was covered with $4,126.04 of insurance were anything to go wrong Delivery window was guaranteed between 3/14/22-4/1-22. Reality: Booking American Van was really easy, no problem getting ahold of anybody and easy to set up payment. Pickup went pretty smoothly, though the company upped the total charge with practices like putting already taped (even gift wrapped for extra protection) boxes into bigger boxes for a hefty $70 surcharge (this is by far the smallest part of the complaint)In transit is where the story turns south. Once April hit, there was no sign of the furniture and American Van would not answer emails, or phone calls. Finally on 04/07/2022 the driver arrives with ZERO movers. The truck sits idle for over an hour while the driver and I attempt to contact corporate. Without any movers, the driver needed my help for the job, and threw all of the furniture into the entrance breaking a brand new Computer Desk. On this realization, the driver forces me to sign some paper work saying he will not help until it is signed. Instead of helping, he runs to the car to drive off (with me sprinting at him) without completing the job, leaving company equipment in the house and $3k damaged/missing furniture American Van was impossible to reach by email or phone. One week later I freeze the transaction through my credit card company. Suddenly American Van is here to help. A manger *************************** attempts to make a $500 settlement sound generous. Which wouldn't replace even ONE item from the move. He proceeds to lie about the contract gas lighting me into believing Assembly of furniture and moving wasn't included in the total. Item 1 on the contract!
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Customer Complaints Summary
205 total complaints in the last 3 years.
81 complaints closed in the last 12 months.