ComplaintsforAmerican Van Lines, Inc.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  Business 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

  More info

  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

  More info

  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!

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was scheduled for a pickup on my thing to move to ***** today. They came with a big tractor trailer truck that I told them was too big to bring when setting up the move. They didnt have the paper work ready for the driver. Then customer service said they thought I was sick and they werent vaccinated so they decided to leave without even saying anything about it to me directly. Now it got rescheduled to tomorrow evening and they arent even going to be doing the move now. Another company is going to do it. They charged me roughly $3600 to move my stuff from NC to Texas. Them changing the deal at the last second because they thought I was sick is bs. I have sleep apnea thats why I have that machine by my bed. So I guess thats why they did that. This is discrimination. I am a disabled veteran that is moving to Texas because they actually gave me a permanent job. NC didnt do that. I dont appreciate being scammed at the last second over discrimination of a health problem I dont even have. I expect some sort of compensation for this nonsense. Its job number *******.

  Business response

  04/18/2022

  Our office apologies for any misunderstandings that *** have arisen. ****************** and our office had worked together to amicable resolve our concerns. 

  Customer response

  04/18/2022

   
  Better Business Bureau,

  They made an offer that was acceptable to me for the trouble. We have made an agreement.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has lost a very valuable heriloom painting. Made by a very famous painter. It's a collectible.We have been communicating with a manager, but the only response we get from them is scolding from haiving submitted complaints on other sites.It's been well over 4 months since the move now.We also recieved some elses' table. They have not bothered picking it up, even after we told them we have it.Completely unprofessional.We are moving forward to the next steps.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pick Up: - Contractually binding pickup window was 2/19 through 2/21 - 2/17 I received a call that my scheduled pickup time was 2/21 from 2-4pm - 2/21, no movers showed. I emailed and called my moving coordinator who, as of today, is still not reachable. I then called the office and they said movers would be at my house 2/22 at 8am. - 2/22 morning no movers arrived so I called the office at noon to ask what was going on. I was told movers would arrive by 1pm. Still no movers arrived; when I called back I was told they would arrive by 3pm. Movers did not show up at my house until 8pm leaving me home for two days waiting for them to show up without any communication. - Because my contract stated the last possible pickup window was 2/21, I set my move out date with my landlord for 2/21. I also scheduled my water, heat, electric, internet and tv to be terminated for the same date. When I was not able to move out on 2/21 because the movers never arrived, my landlord informed me that I was now responsible for a contract term violation fee and daily rent through the end of the month. Delivery: - 2/25 received a call that our delivery window would be sometime 3/3 or 3/4 - 3/2 received a call that our delivery window was moved to 3/5 - 3/3 received a call that our delivery window was moved back to 3/4 giving us less than 24 hours notice. We were staying with family in ************ so we got in the car right away to head to ******. 8 hours into our drive we got another call saying the previous delivery notice call was a mistake and that our real delivery window is not until 3/8, five days later. American Van Lines handled our move with less than professional communication, care, logistics and broke my contract costing me $1,087.50. Two customer service reps said they would get my invoice credited for the $1,087.50 but did not and won't return my calls/emails. I would like my payment total adjusted.

  Business response

  08/15/2022

  In working together our office was able to resolve all of ************************** concerns to her satisfaction. 

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired American Van Lines in October 2021 to pack up and move our belongings from ********** to ******, store all of it for a few months, then deliver it to us at a new address in Oregon. The pickup all went fine in October, then a month in they raised the cost of our monthly storage. We were upset and expressed this and got no response but didn't really have a choice because they had all of our things. We paid our monthly fee and then in February informed them we had a new home and gave them - per their requirement - a 3 week window of time for delivery to our new address: February 28-March 21. On February 26, they informed us it would be arriving on February 28 between 12pm-4pm. At 11am on February 26 we called them to ask for an ETA and they told us it wasn't arriving until March ****. They pushed it back without notifying us. On March 7, we call them asking for a time on March 8, 9 or 10 - they tell us now it is March 15, again without letting us know. March 14 we call and ask for a time window for the next day, they say it's now March 19. On March 18 we call and they say it's now March *****. On March 19 we call and they say March *****. On March 21 we call and they say they have no date. We called and sent numerous emails in between with a rare response and no details as to where our things were and when we'd be getting them or why there's such a massive delay. It's now March 24 and they haven't responded to multiple emails and phone calls, including an email to a supervisor email address I happened to find, since March 22. They are now 4 days past their 3-week delivery window and no one is answering calls or emails. We have call records and email chains continuously asking for updates. We are sleeping on borrowed cots and using a few free pieces of furniture we could find and our belongings are being held hostage. This has completely disrupted our lives for nearly a month and has taken a huge toll on our mental and physical health.

  Business response

  04/18/2022

  We sincerely apologize for the delay that occurred in your delivery. As stated, our office has been and is working with our customer to resolve our concerns. We are confident that in working together a resolution to our concerns will be reached. 

• Initial Complaint

  03/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The company picked up my furniture for a move from Brea, California to Ponte Vedra, Florida on Oct 28,2021. They told me the contents would be stored in Florida until I was ready to take delivery at the new home in mid February. They did not store it in Florida, it stayed in CA. Around the 1st of February, I gave them my first available delivery date of 2/23/22. They then told me the delivery window was up to three weeks after that date, ending on 3/15/22. I was told on the 3/15 that my stuff was loading that day, and delivery would now extend to March 23. I would be updated on 3/18 as to the "actual" date of delivery. On 3/18 I was told it would not arrive by the 23rd. I was also told that I would be given the next new date to "expect" delivery on March 23rd. We are now 25 days past my original delivery date and still do not have a real delivery date. I've called, and emailed, but can't get any answers. I put a large deposit down (50%) before pickup. I need help finding my stuff and getting it delivered! The American Van Lines Job Number is 1456735. Thank you, David Wright

  Business response

  08/15/2022

  Our office has addressed all of ******************** concerns to his satisfaction. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used American Van Lines for our move from CA to KS on 11/12/21. We had a horrible experience. First of all, they gave us a moving window from 11/12 to 11/14 so it was very hard to plan our drive because we couldn’t book any hotels ahead of time as we didn’t know when we would for sure leave. They also use random local movers. We did not get our belongings at our final destination until 11/29. That is 17 days later!!! When we did finally get our things, we saw how everything was packed awful in the truck. Our TV was wedged between the side of the van and boxes. Many things were broken. But the biggest issue was that we are missing kitchenware, OUR BED FRAME, and a GIANT work ladder. How do these large items just go missing? We paid extra for our stuff to be packed for us, and they put colored stickers on your belongings. We were even given stuff that wasn’t ours which had completely different colored stickers than ours. Again, how does this even happen? We notified the company, have had email exchanges, and there was no effort in retrieving this stuff. We don’t have our items and there has been no compensation for our missing stuff. We do not recommend this company and will never use them again!

  Business response

  08/15/2022

  Our office had resolved all concerns with our customer to their satisfaction. 

  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

  02/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This complaint involves an interstate move during the summer of 2021 & showcases American Van Line's (AVL) manipulative business practices. 1. We were told at signing that the 9days between our move-out/move-in date would require storage in a secure climate-controlled facility & this would entail unloading our belongings at this facility then subsequently re-loading them when the move-in date approached. We agreed. 2. At no point before signing the contract was there a disclosure that it may take 3-21 days for items to be moved out of storage once stored; we were only notified of this AFTER our belongings were moved out of the house & in AVL's possession. We would have hired a different co. bc of that time gap. 3. 1week after moving out, we received information that our belongings were NOT in a storage facility but instead still on the original truck in a hot unsecured FL parking lot. 4. At this point, 2days away from our documented move-in date, we asked that our items NOT be moved into storage & instead shipped directly to our new home to avoid moving items in/out again AND to avoid the 3-21day delivery gap. 5. This request was denied & our items forced into storage to "comply" with the contract. Further per contract, up to 30days of storage should have been free; we were charged >$4k for this forced storage. 6. 18days later, move-in resulted in damaged, missing, & unassembled items + minor property damage (scratched floors, large hole in drywall). AVL only covers damage signed off by the moving crew, much of which couldn't be seen until after crew left. We did NOT accept the $438 AVL offered to cover >$1.5k of damage/missing items. 7. Our credit card company agreed with our case & approved our request for a small charge-back of $2.5k of the >$4k storage fee paid (which wasn't "free" as stated) for services not rendered (climate controlled storage vs. 7days in a parking lot, reassembly of items on delivery). AVL is now billing us for this $2.5k.

*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. ↩