ComplaintsforAmerican Van Lines, Inc.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with **** ***** at American Van Lines to transport our household goods from Pennsylvania to North Carolina. We gave an oral inventory of our goods and were offered an App to video them. We never got it, even after several reminder calls. We were told by Matt that the initial quote included packing. That turned out not to be the case after a follow up phone call with Leslee Hopson and the price was adjusted. Fair enough. The driver and packers arrived on December 14 and the driver saw that there were more things than he anticipated and he expressed doubts that our load would all fit on his truck which already contained two other loadings. Of course, after a call to Leslee, the price was adjusted upward . Late that evening, he said he could obtain a Uhaul for the remaining things. The next morning, December 15, he was at the house with the truck and loaded it and drove off. We expected that that truck would arrive the same day, December 17, as the big truck, or at least shortly after. Leslee first said it it was hard to find a driver because it was Christmastime but it looked like we'd get delivery on the 21st, then the 29th, and then it was the 30th. There was no communication of this information unless we called. Today, Leslee promised to be more communicative and would let us know by the end of the day. We were sent an email saying our goods would be delivered on Sunday, January 9. This is unacceptable as what went into the Uhaul was just what was left with no thought as to what we could live without and we are missing bed and bath linens, essential kitchenware, lamps and rugs. Basically we are camping out. It's very stressful and it really seems like American Van does not care about customer satisfaction. The whole process has been one of management and communication ineptitude.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2022/01/12) */ To state that American Van Lines does not care about customer satisfaction isn't true at all. We've been regularly communicating with you on any adjustments/updates that have been necessary to complete your move during holiday season; your satisfaction in getting settled into your new home is our priority and we will be sure to expedite your request. As we understand changes in moves can be stressful we will continue to promptly communicate with you as new details emerge. With this being said Mr. ******* compensation for any unforeseeable delays will of course be provided. Delivery has been confirmed for January 13th Consumer Response /* (2000, 7, 2022/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have to dispute the claim of regular communication. After emailing an address attributed to the president of the company, we were contacted by another representative who promised to look into it and move our delivery date up. That contact did call on Friday to say the driver for January 9 had tested positive for Covid but that delivery would be the next week. That weekend, we received an email stating that delivery would occur Monday, January 10 between 8 and 11 am. That afternoon, after no delivery or communication about delivery, we contacted the company to check on the whereabouts of our load. We were told it was not going to be delivered that day, that things don't always work out as planned and that delivery would now occur on Wednesday the 12. No communication came from the company until we called. We do not call that regularly communicating. Our goods were delivered on Wednesday. We did receive some financial compensation but the whole experience has been disappointing.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We contracted with American Van Lines to move the contents of our home from Philadelphia, PA to Santa Fe, NM. We closed on December 17th and our contract gave us a window of between December 13-15. We were supposed to hear from them with a confirmation of which day. Monday, Tuseday and then Wednesday came and went, all the while we were calling to find out when the pick up would be. They then finally got back to us and said the pick up would be that Friday, December 17th. Then they canceled that too, and we were only able to get new parking permits (Philadelphia requires 4 business days for a parking permit), for the following Thursday, December 23rd, and then they asked that we also get a permit for Friday, in case Thursday doesn't work for them. We had to pay for a hotel for an additional 5 days, and if extended further, will be additional hotel /food costs. We have had to obtain the new parking permits, and we have had to pay rent to the new owners ($750 so far, and more if extended). PLEASE NOTE I HAVE NOT ATTACHED THE RECEIPTS FOR OUT-OF-POCKET EXPENSES AS THEY ARE STILL ACRUING, BUT WILL BE ***** TO ONCE WE KNOW WHEN WE CAN CHECK OUT OF THE HOTEL AND THE THEY HAVE PICKED UP THE CONTENTS OF THE MOVE.

  Business response

  01/12/2022

  Business Response /* (1000, 8, 2022/01/11) */ In working together American Van Lines and Ms. ******** were able to resolve our concerns Consumer Response /* (2000, 10, 2022/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have been able to resolve our concerns.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tariff: AVL Weight: 8,561 Total Miles: 2100.00 Estimate Date: 9/3/2021 Pack Date: N/A-N/A Load Date: 9/21/XXXX- X/23/2021 Delivery Window: 9/24/XXXX - XX/16/2021 American Van Lines has agreed to deliver our property. hire to transport our belongings and we have yet to see them they are weeks beyond date every time I call them they say they will call me back later hat day and I never hear from them....very off putting for my family to live in a house without anything we have had to buy things to get us through and they are still MIA and not communicating at all if they would at least let us know what's going on we could plan but we are stuck and they are far beyond their communicated time line....also when they came to pick up 2 weeks late they make us throw away all our cooking supplies oils condiments etc and I specifically went over this with our Representative on my sign yup calls and they assured me that this is all fine for transport an the would not have an issue and also that if thing didn't fit into boxes that they would blanket wrap them when at no fee that's what we do...but when they showed up they insisted on crating and charged $2500 for it this company took advantage of us and milked us for much more money that we agreed upon. Please help

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