ComplaintsforAmerican Van Lines, Inc.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Company gave us a set, definite pickup time early morning that they wouldn't change to accommodate my existing air reservations, and so I had to change my flight to meet them at an additional cost of $433. The driver didn't show up during the set window and then notified us well after the window that he wouldn't pick up until the following day. They never reached out to let us know the status, we had to call several times to figure out what was going on, and our rep was rude and impatient whenever we called to ask about timing. On the delivery end, it was even worse--they set a time for delivery, didn't show up, then pushed it out one day, then didn't show up and pushed it out another day and finally showed up to deliver at 7 p.m. The company has no regard for its customers, their schedules, or the fact that we had to wait around on both ends without getting any info at all and they never reached out to us to let us know of the several changes.

  Business response

  08/24/2021

  American Van Lines was hired to move ****************** in **********, ** between 7/20-7/22 and deliver in ******, ** between 7/22-8/10. Our customer service team notified ****************** that we were estimating pick up for 7/20, unfortunately our driver was running behind schedule and pick up took place on 7/21 which is within the window we ask to be available. We apologized to the shipper for the inconvenience but we did arrive on both ends within the window of pick up and delivery. Should ****************** have any additional concerns he can reach out to us directly.
  
  Sincerely,
  American Van Lines

  Customer response

  08/26/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They did pick up and deliver during their initial wide window, but the point is that they narrowed that window very specifically and firmly on both ends and then didn't show up when they said they would arrive. And they never bothered to keep us informed of the many delays. This caused us to unnecessarily incur expenses to change our travel plans in order to be available when they said they would arrive. There is absolutely no level of concern or service for customers by this company.

  Business response

  09/09/2021

  ******************,
  
  We apologize you were not happy with the windows that are provided but we inform all our shippers that the dates and times are estimated and not guaranteed. We do our best to provide updates as the information is received. Based upon our notes in the file customer service did reach out with this information. Should you have any other concerns, please feel free to reach out to us.
  
  Sincerely,
  American Van Lines

  Customer response

  09/14/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The Company just does not get the fact that their service is terrible and nobody reached out to us to inform us of the several delays over multiple days on both the loading and unloading dates. They do not have any concern at all for their customers schedule and instead require the customer to be present and available while waiting without any updates. In our instance, it cost us a fair amount of money because we had to change airplane reservations to accommodate what we were told by them.

  Business response

  10/11/2021

  ******************,
  
  After reviewing the phone calls we did not guarantee dates and times. The customer service representative gave a window and informed that this was "as of now". Should anything change, we would reach out. Our records show we did reach out to provide an updated pick up date and time. We understand that you were not happy with the change but this is why the timeframe are estimated and not guaranteed. We are willing to work on an amicable resolution. Please reach out to us directly.
  
  Sincerely,
  American Van Lines

  Business response

  10/25/2021

  Business Response /* (1000, 6, 2021/08/24) */ American Van Lines was hired to move Mr. ******* in Palm Beach, FL between 7/20-7/22 and deliver in Dallas, TX between 7/22-8/10. Our customer service team notified Mr. ******* that we were estimating pick up for 7/20, unfortunately our driver was running behind schedule and pick up took place on 7/21 which is within the window we ask to be available. We apologized to the shipper for the inconvenience but we did arrive on both ends within the window of pick up and delivery. Should Mr. ******* have any additional concerns he can reach out to us directly. Sincerely, American Van Lines Consumer Response /* (3000, 8, 2021/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did pick up and deliver during their initial wide window, but the point is that they narrowed that window very specifically and firmly on both ends and then didn't show up when they said they would arrive. And they never bothered to keep us informed of the many delays. This caused us to unnecessarily incur expenses to change our travel plans in order to be available when they said they would arrive. There is absolutely no level of concern or service for customers by this company. Business Response /* (4000, 10, 2021/09/09) */ Mr. *******, We apologize you were not ***** with the windows that are provided but we inform all our shippers that the dates and times are estimated and not guaranteed. We do our best to provide updates as the information is received. Based upon our notes in the file customer service did reach out with this information. Should you have any other concerns, please feel free to reach out to us. Sincerely, American Van Lines Consumer Response /* (4200, 12, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Company just does not get the fact that their service is terrible and nobody reached out to us to inform us of the several delays over multiple days on both the loading and unloading dates. They do not have any concern at all for their customers schedule and instead require the customer to be present and available while waiting without any updates. In our instance, it cost us a fair amount of money because we had to change airplane reservations to accommodate what we were told by them. Business Response /* (4000, 18, 2021/10/11) */ Mr. *******, After reviewing the phone calls we did not guarantee dates and times. The customer service representative gave a window and informed that this was "as of now". Should anything change, we would reach out. Our records show we did reach out to provide an updated pick up date and time. We understand that you were not ***** with the change but this is why the timeframe are estimated and not guaranteed. We are willing to work on an amicable resolution. Please reach out to us directly. Sincerely, American Van Lines

  Customer response

  10/26/2021

  I have tried to reach out to you, as requested, but have not been able to contact anyone with authority. Please provide the name and contact information of whom I should contact, as suggested by you below. Thank you.

  Business response

  11/08/2021

  ******************,
  
  Please reach out to our customer service manager ******* at ******************************** or ************.
  
  Sincerely,
  American Van Lines

  Customer response

  11/22/2021

  As requested, I have called ******* four times and not yet spoken with her. It would be great if she would reach out to me so that we can resolve this.

  Business response

  12/22/2021

  American Van Lines has reached out multiple times to ****************** to address his concerns and have been unsuccessful. It appears we are missing each other. We will continue to reach out to ****************** in an attempt to address his concerns.
  
  Sincerely,
  American Van Lines

  Customer response

  12/30/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have never tried to contact me. They have my cell phone number which is ************. If they are serious about resolving this, they will contact me. This is a bait and switch operation and they are not honest.

  Business response

  02/02/2022

  ******************,

          Our office has tried to reach out to contact person we have on file. We will continue to attempt to contact them. If we are unsuccesful in reaching the account holder we will contact you. 

   

  thank you 

  Customer response

  02/02/2022

   
  Complaint: 16490852
  
  I am rejecting this response because: Nobody has attempted to contact me, and I am the account contact. Please contact me at ************ and leave a voicemail if I do not answer.
  
  Sincerely,
  
  *************************

  Business response

  01/19/2023

  Good afternoon ******************, our customers are required to be at the location for pick-up and delivery or have a power of attorney (POA) that you designate. Though we aim to keeping on schedule, this is the reason for the 3-day window at your pick-up. Our driver was delayed on the day we planned, and you were notified prior that our driver would arrive the following day. Our goal is to amicably resolve our issue, I hope you will allow us the opportunity. Our **************** Manager *** has reached out to you by phone and email, and we look forward to resolving this matter. 

  Customer response

  02/09/2023

   
  Complaint: 16490852
  
  I am rejecting this response because: they have not tried to resolve the complaint and nobody has tried to contact me. 
  
  Sincerely,
  
  *************************

  Business response

  02/20/2023

  On Saturday 2/18/23 American Van Lines and our customer resolved all of our concerns. 

  Customer response

  02/21/2023

   
  Complaint: 16490852
  
  I am rejecting this response because: This firm consistently lies. They state that as of 2/18 everything was resolved by the consumer. I have not heard from the firm in over a year--they have not reached out to me ever, and I did not speak to anyone on 2/18/23.
  
  Sincerely,
  
  *************************

  Business response

  02/24/2023

  Our offices have reached out to our customer and resolved the matter amicably. 

  Customer response

  02/27/2023

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

• Initial Complaint

  08/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/23/21 we went to contract with American Van Lines (Job Number XXXXXXX) paid a deposit of $5,537.00 for our move from California to New Jersey. Pick up scheduled between 7/5-7/7 with delivery window of between 7/8-7/25. We were told that the goods would reach us in 15-21 days. We left a comfortable living situation in California in order to be sure to be here for the delivery. Needless to say, we didn't have to rush to live in a house with no furniture or other household items. It has cost us thousands in hotels, meals replacement furniture and lost earnings from our business. The most recent was on 7/23 they advised the shipment would leave California on Sunday the 25th and arrive at our new home on the following weekend. They called on the 28th and said that there was another delay and they would update us a week later on the 8/4 and that it would arrive the following weekend. We are seriously concerned that either our possessions are lost or stolen.

  Business response

  09/27/2021

  Business Response /* (1000, 10, 2021/08/17) */ American Van Lines apologizes to Mr. **** regarding the delivery of his shipment and the inconveniences caused by this delay. Mr. **** is in communication with management regarding the delay and a resolution and will continue working with him directly. Should Mr. **** have any additional questions or concerns, he can reach out to us directly. Sincerely, American Van Lines Consumer Response /* (3000, 18, 2021/08/30) */ The so called management at American Van Lines is merely a person who calls the dispatcher in CA and then e-mails or calls us with some information. The problem is that almost every time we receive communication it is wrong! As an example, we were told on August 20th that the missing belongings would depart the warehouse in California on the 22nd. We found out from the same warehouse on the 25th that the truck was still in CA. We were also shown images of our belongings that clearly show a valuable item taken out of the box we packed ourselves and the previously carefully wrapped furniture is now unwrapped and stacked on top of each other. They tell us now that the missing items will be delivered between today and Wed. We have sincere doubts about the quoted timing and the condition of our stuff. Business Response /* (4000, 22, 2021/09/14) */ American Van Lines has been working with Mr. **** to get his remaining items delivered to him. We are working toward an amicable resolve. Should Mr. **** have any additional concerns, he can reach out to us directly. Sincerely, American Van Lines

• Initial Complaint

  07/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted American Van Lines at 1351 NW 22ND Street Pompano Beach Fl to help us to relocate from Spring Hill, Tn to Apex NC. We furnished downpayment of $3127.00 0n 6/14. We were told at the time, that the pickup window for stuff would be between 7/31 and 8/2. My wife called on 7/30 to find out when the pickup would be. They said it would not be on 7/31 but trying to get pickup on 8/1. When we called on 7/31, no trucks available until 8/6 at the earliest. We sold our home and have to be out for the buyers. We have been paying rent to the buyers and they have been paying rent to their buyers. We now have found another company, with $2,000 more asking price because of short notice. We need to be compensated by American Van Lines for their Breach of contract. WE gauged our move all around the time table that they gave us.

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Disappointing and horrible experience with American Van Lines. We scheduled a move months in advance from SF to Chicago forJuly. Although they came on time during the agreed upon 3 day range (they came on 7/7) and we received calls and communication scheduling this, it has been a nightmare on the other end. After being told repeatedly from American Van Lines staff that 7 days is the average amount of time for our moving zones (from CA to IL), our belongings have not arrived within the delivery estimates. Sleeping on an air mattress for3 weeks at this point when expecting 1 week has been miserable. We are terrified by the other reviews of missing and damaged belongings and overall horrific experiences that numerous people have had. After receiving an update yesterday (7/28) regarding our delivery, I was told that it has not even left CA yet!!! The date that the truck is supposed to leave CA is now between 8/7-8/8. Mind you that 7/31 was the end date of our delivery range estimate.

  Business response

  08/27/2021

  Consumer Response /* (2000, 9, 2021/08/27) */ From: ***** <*************@gmail.com> Date: Sun, Aug 22, 2021 at 5:39 PM Subject: RE: BBB Complaint Case# 90637269 (Ref#XXX-XXXXXXXX-XXXXXXXX-X-XXX) To: Better Business Bureau <********@bbbsefl.org> Hi Anouska, I was wondering if I could rescind the complaint. Our belonging were delivered finally this past week and the discount was applied. Thank you for your help. Best, *****

• Initial Complaint

  07/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our ordeal with American Van lines began sometime in May 2021 when we hired them to move our household possessions from Richmond, Virginia to Durham, North Carolina. I contacted their sales agent (?) and took a video record of every room in my house and our storage locker and virtually all the possessions, as she instructed. I then spent over two hours on the phone with her going over each and every item to determine if it would actually be moved and whether or not it would go into our new house or into our storage locker. She presumably made a very detailed list. We set a date for the movers to arrive, and she assured There was a question as to whether our possessions would require one truck or two. Both the agent and the movers indicated that if they needed to, that they would send a second truck up from Greenville, North Carolina. When the movers arrived, they indicated that they would need a second truck.y encouraged ( (See my document titled "American Van Linesfinal).

  Business response

  10/04/2021

  Business Response /* (1000, 10, 2021/09/03) */ American Van Lines reached out to Mr. ******* in regards to his concerns with the second delivery of the shipment. Initially he did not allow us to work with him on an amicable resolve. When management reached out to Mr. Tension regarding taking the goods to the storage unit the next day, he hired another company to move the items. We offered to compensate Mr. ******* for the Uhaul with additional compensation and he informed us that he was not willing to accept. We are still willing to work with Mr. ******* regarding his concerns and are still willing to compensate. Should Mr. ******* want to continue discussing further, he can reach out to us directly. Sincerely, American Van Lines Consumer Response /* (3000, 12, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) American Van lines, Inc.'s account of the events that transpired is inaccurate. I contacted the company because I kept receiving requests to fill out a survey about my experience. Rather than filling out a simple yes/no survey, I sent them a long, detailed email about my experiences. This was several weeks after my wife and I hired a company to sort the boxes and another company to move them from our house to the storage locker. It was at that point they contacted me. Because their company's employees caused the problems that occurred in the first place, it frankly never occurred to me to contact them the day after their movers had (unsatisfactorily) completed the job. I believed that, given the poor quality of service I had received thus far, it was unlikely that American Van Lines would rectify the problem. In order to do so, I assumed that they would have to pull the original team that moved me to North Carolina off of the job that they were currently doing and drive back to Durham to move incorrectly deposited boxes/possessions from my house to the storage locker where they should have gone in the first place. It took American Van Lines about a week to respond to the points I made in my email to them. Rather than reimburse me for the total amount of expenses I had to pay (in addition to the $5544 I paid them to move me to North Carolina), the company only offered to reimburse me for the additional van I had to rent and the gasoline it used. When I argued with them about the fairness of this, they agreed to (only) go as high as $500 in reimbursement. In order to receive even this amount, the company informed me that I would have to sign a nondisclosure agreement so that I would not post negative reviews about American Van lines anywhere. I disagreed with this on the grounds of freedom of speech and was unwilling to accept this offer which felt like a bribe. In essence, it seems that American Van lines tries to keep the number of negative reviews/complaints at a minimum by bribing its customers for their silence. The company attempted to justify their position by claiming that the situation was my fault since I had not contacted them after the move to register a complaint. I explained why that was the case. As mentioned above, it frankly never occurred to me to contact them because I had no expectation that, given their performance thus far, they would be able or willing to do anything. At this point, I wish I had contacted American Van lines the day after its employees finished. However, not doing so should not be grounds for the company to not reimburse us our expenses to correct the situation the company caused. Business Response /* (4000, 16, 2021/09/20) */ Mr. ******* we have offered to reimburse the cost of the U'Haul along with additional courtesy compensation. We are accepting liability for the inconveniences that you experienced which is why we are offering the additional compensation. We are still open to working with you further if you are agreeable to doing so, please reach out to us. Sincerely, American Van Lines

• Initial Complaint

  07/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted American Van Lines on May 10, 2021. I paid them $2872.00 on May 13th for a move from Pgh Pa to Santa Fe NM between a window of 7/10-7/12/2021. They highly encouraged me to reserve early due to the season as all moving companies emphasized the summer is their busiest time, especially this year. On 7/2/21, I was informed that they would be unable to accomodate the schedule and suggested that I contact other companies, with only 7-10 days left before my scheduled move. I spoke with 3 different dispatchers who gave me 3 different reasons why they pulled out. I asked for a manager whom I called daily for the entire week; with only 1 call back who left a voice mail stating she was unable to help me but would gladly reimburse me and offered $150.00 for the trouble. I did get the reimbursement however not the $150.00, which wouldn't have sufficed. I was able to secure a move with an emergency moving company; however the cost was extremely high.

  Business response

  08/25/2021

  Business Response /* (1000, 6, 2021/08/04) */ American Van Lines apologizes to Ms. ******* for the cancellation of her move. Due to unforeseen circumstances cancellations do happen from time to time. Our offices did offer $150.00 compensation for the inconvenience this caused but Ms. ******* did not agree to the compensation. Management attempted to reach out to discuss with Ms. ******* and to date have not received a response. We are still willing to work with Ms. ******* regarding a resolve with her dissatisfaction. Sincerely, American Van Lines Consumer Response /* (3000, 8, 2021/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) They offered me $150.00 compensation. I did not (and still do not) agree with that compensation; its a slap in the face to any consumer. At the height of the moving season, I was to find another company in one week to move my belongings across country. American Van Lines had 2 months of my money and they left me stone cold. I had to hire an emergency mover and paid $2506.84 more than what American Van Lines had quoted. I called several times over 5 days to receive an answer and was passed ** from one person to another who told me a different story. I left several messages with the supervisor after they told me to find another company and she never responsed back. I vehemently disagree with them that they tried to work with me; quite the opposite or I would not take the time to report them to the BBB. I have never reported a company prior to this horrific experience. I am requesting an adequate compensation for the stress, time, and trouble that this caused. $150.00 is inadequate. I will supply you with the other companies invoice, if suggested.

• Initial Complaint

  07/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  March 15, 2021 I chose American Van Lines to Pick Up, Store and Deliver furniture. Pick Up in CT with storage in an AVL location, Delivery to DE. All to be done with AVL equipment and personnel. Storage for 5 months. The Pick Up was done by a Sub-Contractor with no prior notice to me from AVL. The Sub-Contractor #2, as the first Sub came with a small truck, a day after our 3 day window, causing a postponement of our closing. The Sub did not pad wrap all furniture, did not take all furniture and eventually had to close his doors using the force of 3 men to compress our furniture. Our furniture is not in an AVL facility and to date, after several requests, AVL has not told us of the location. The Binding Price for Storage at $3,404.88 is after the fact described by AVL as Demurrage and (Item 1 Page 1) "the monthly storage fee and the storage fee in your estimate are not one in the same. Not AVL Pick-Up or Storage. Two Storage Fees? I have offered a settlement. Paid to date $4,711.00

  Business response

  09/22/2021

  Business Response /* (1000, 6, 2021/08/02) */ American Van Lines has been in communication with Mr. ***** regarding his move and the alleged discrepancies with the storage pricing. The estimate we agreed upon included one month of storage. It does note that there are additional fees per month that he is in storage. Mr. ***** was picked up in May and advised us he needs several months in storage. Our offices will continue to speak and worth with Mr. ***** in regards to his concerns and hope to come to an amicable resolve. Sincerely, American Van Lines Consumer Response /* (3000, 8, 2021/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from American Van Lines as it does not address the reason for my complaint. I chose AVL to Pick Up with their Truck, a described 18 wheeler; Store in their Facility and Deliver to my future home in DE. The Senior Moving Coordinator told me AVL has Storage Facilities all over the country and 100 trucks. I said, and this is recorded by AVL "I am choosing AVL because I want one source for total control of my furniture and total responsibility", AVL trucks and your storage. AVL has this recording and has said they cannot share it with me but only says after review their position is correct. AVL used a Subcontractor for Pick UP, without my prior knowledge and one with less than 1 year in business. This second sub missed the Pick Up 3 day window causing a delay to my home sale closing, did not properly pad all the furniture, did not take all my furniture and finally had to compress my furniture in the tool small truck using the force of 3 men to close the doors. AVL DID NOT FULFILL THEIR VERBAL AND WRITTEN OBLIGATIONS. THIS IS THE REASON FOR MY COMPLAINT along with the misleading written and later verbal statements describing Storage fees. I have offered, on July 6th via E Mail, a path to move forward and avoid additional conflict. AVL has rejected my offer. In addition, there has been much written and verbal dialogue between AVL and myself regarding Storage. The AVL estimate clearly states in capital letters OUR STORAGE. It is not in AVL storage and to date AVL will not advise where my furniture is located. I have made several request to know the location and even visit the site to see my furniture. AVL said this is not possible because of Covid restrictions. It is my right to know the location of my personal property and this denied by AVL. American Van Lines did well to SELL the contract but poor in the Execution of their obligations. My settlement offer of July 6, 2021 is a way for us to move forward. My request again is for AVL to accept this settlement. I believe a fair offer of money to AVL and requiring AVL to deliver my furniture. Because of the improper packing and handling - Furniture that is lost, damaged or destroyed to be repaired or replaced at the expense of American Van Lines. Business Response /* (4000, 13, 2021/08/17) */ After review of the recorded conversations with Mr. ***** we never promised that we would send a tractor trailer. We ask about accessibility to ensure if that is the equipment available we can access his locations. Mr. *****'s shipment is stored at a secure facility in New Jersey. We never declined this information either. American Van Lines explained that we are a carrier with over our own trucks. From time to time we do work with a network of our agents should unforeseen circumstances arise. American Van Lines remains solely responsible for the move. Mr. *****'s settlement is to waive the storage fee's which were agreed upon within the original contract. Unfortunately this request is not within reason as the services are being rendered as his goods are still being stored. We have offered a settlement to Mr. ***** which is more than fair in an effort to reach a resolve and Mr. ***** declined and then said he would post his complaints. Management was in communication with Mr. ***** attempting to resolve his account within reason. To date we have not received further communications. Should Mr. ***** want to continue with the resolution he can reach out to us directly. Sincerely, American Van Lines Consumer Response /* (4200, 15, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the American Van Lines response. AVL does not take any responsibility for their poorly done and inadequate performance of duties written in their Binding Estimate. AVL - FAILED TO: 1. Pick Up - AVL missed the 3 day Pick Up Window; eventually sending a truck too small and not able to take all items. AVL owes me compensation for a Queen mattress that was not able to fit. To date AVL has no comment on this loss to me. This Trucking Company in business for less than one year. The late Pick Up caused a postponement of our closing and difficulties for the Buyer, Seller, Realtors and Attorneys. 2. Packing - Not all Furniture was Pad Wrapped and some with no pad or any protection. The truck doors were closed with the force of three men, compressing the furniture. An obvious concern of furniture damage at Pick Up. Also note: Why are there now more Items to justify a cost increase at Pick Up? A Table listed as One Item on the Binding Estimate becomes Five Items when the legs are taken off for packing. 3. Storage - The Binding Estimate in Capital Letters writes OUR STORAGE. I was very specific to say (on the AVL recorded conversation) that my choice to contract with AVL was because of them storing in their warehouse, defined as Vault Storage. Our furniture and personal possessions of 40 years is not in AVL storage. Worse - After several requests to know where our items are - The AVL response after four months time - it is is in the State of NJ. This response not only is not an answer but one that compounds the loss we feel - a loss of sleep with worry, a possible loss of our personal items, a loss of control and feeling helpless in a situation created by AVL. AVL has said after review of the recorded conversations that they explained all well. I have asked for this recording, was told by a Customer Service Manager that he personally would send it to me but later told that Policy prevents this from being given to me. My conversation with this recording confirms that AVL stated their Storage of which they have many warehouses all over the country, my statement saying I know that my cost is paying a premium for their Vault Storage and the present time for storage will be into September 20th but possibly later. I am asked to pay a premium for storage. An amount in excess of $1,000.00 per month, EXCESSIVE. I do wonder what AVL is paying this, not identified to me, storage warehouse and newly formed trucking company with only one truck while I am asked to pay premium prices for AMERICAN. I have said - AVL did a well to sell the Binding Estimate but poor in all aspects of performance. AVL is asking payment for Services. These Services performed by others, not AVL. The original Estimate was low. AVL Sales touted their 13+ years of experience to support its accuracy was wrong. FINALLY - Yes, I must and will reach out to my last contact with AVL. My hope is AVL will take responsibility for the documented poor performance and harm done to date and offer an appropriate financial remedy. I again will start the conversation with my Settlement Offer of July 6th. As I said in this Offer with a cash amount. Because of the improper packing and handling - Furniture that is lost, damaged or destroyed to be repaired or replaced at the expense of American Van Lines. I also expect delivery within the 3 day window with my sufficient advance notice of to AVL. It is my hope to move this forward with a mutually agreeable solution. IN CLOSING - QUOTING AVL MANAGEMENT'S E Mail to me written July 13th after my notice to AVL to contact BBB. - "WE ARE NOT GOING TO BE EXTORTED, AND WILL PURSUE THIS TO THE FULLEST EXTENT. All I have written are Details and Facts with no false statements or a thought of extortion. I have written enough and hope a resolution does not require "pursue this to the fullest extent". Business Response /* (4000, 17, 2021/09/03) */ Mr. *****, Our management team has offered a resolve. Mr. *****'s resolve is free storage and unfortunately we cannot provide this service for free. The service is listed on his contract as an additional cost monthly. Once the move is completed Mr. ***** is able to file a damage/missing items claim if need be. At the moment his goods are in storage and we do not know if damages occurred. Again we are open to addressing Mr. *****'s concerns and are willing to compensate for his discrepancies but within reason. Sincerely, American Van Lines Complaint Response Date bumped because: Holiday Consumer Response /* (4200, 19, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the AVL offer for the following reasons. The latest 09/03/2021 response states. 1. "*****'s resolve is free storage". NOT TRUE - I have offered as a starting point of discussion the Storage Fee of $3,404.88., as written in the agreement of May 26th. AVL has said this Storage Fee is "Demurrage" or Storage on page 1 ($3,404.88) is not one and the same as Storage on page 2. 2.I contracted with AVL for their Storage. AVL describes their storage as "Vault' and "Secure". This latest response states "his goods are in storage and we do not know if damages occurred". WHY DOES AVL NOT KNOW THE CONDITION OF MY FURNITURE AND PERSONAL POSSESSIONS IF IT IS IN THEIR VAULT AND SECURE LOCATION. AVL to date will not identify this location other than the State of NJ. 30 plus years of Personal Goods - Not Knowing for my wife and me? 3. My complaint listed areas where AVL FAILED. AVL did not respond to my 1, 2, and 3 items. Compensation must consider these items. 4. AVL knows and stated "Once the move is completed Mr. S is able to file a damage/missing items claim if need be". AVL will default to the $0.60 per pound claim, per Binding Estimate. I have asked for AVL because of the late Pick Up, improper packing and handling to for the furniture that is lost, damaged, destroyed to be repaired or replaced at the expense of AVL. Also, delivery to be within the 3 day window as said by AVL during the initial Sales call. This recorded that AVL is using to their benefit but - promised for my review and comment by AVL Management. Now, Management will not forward this to me for my dispute support. AVL ends their response "willing to compensate for his discrepancies but within reason. MY OFFER OF JULY 6TH WAS AN AMOUNT OF $10.000.00. I will contact AVL and start again the conversation for a remedy/settlement of this difficult and very personal situation. My hope is to end this conflict with a positive finish - My furniture / personal items delivered as told to me by AVL Senior Sales in March 2021 and fair compensation for AVL. END Business Response /* (4000, 23, 2021/09/20) */ Mr. *****, Once you reopen the lines of communication and are ready to continue we can proceed forward with a resolution. In regards to damages, Mr. ***** it is our hope that no damages have come to your shipment as we would hope for with any of our shipments. Please reach out to us when you are ready for delivery and we can continue a resolution. Sincerely, American Van Lines Consumer Response /* (2000, 25, 2021/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have decided to Accept the Business resolution. 1.AVL is aware of my offer to settle this dispute. I also know the last offer presented by AVL, which was rejected by me. AVL in this last resolution says their business is ready to CONTINUE and PROCEED FORWARD WITH A RESOLUTION. My interpretation of the AVL statement is they will agree to my settlement offer as my position is known and clearly written. 2. While I have accepted the AVL resolution their writing also causes concern and further worry. AVL states "it is our hope that no damages have come to your shipment". HOPE??? I am paying many thousands of dollars for Vault Storage and for AVL taking the responsibility for the Pick Up, Storage and Delivery of my furniture and personal items. For this I get HOPE??? I also HOPE for a positive end to our move/relocation. I have written much with this complaint. My Hope is at the conclusion of this move I can and will write to AVL and BBB the final outcome was Positive.

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