ComplaintsforAmerican Van Lines, Inc.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint concerns a dispute arising out of American Van Lines #*******. I contracted with them for a move of my household belongings from ************ ** to ******* OR. Three of my items required crating which was subcontracted to MSS specialty services. The items were removed from the house and taken outside to be crated. Upon arrival in ****** the items would be uncrated outside and brought into my new house. The delivery from AVL (American Van Lines) occurred on April 29, 2024. MSS would send their people to uncrate no later than May 1, 2024. AVL sent only two men to unload. They were not able to unload one of the crated items, a ****** piano, unless they uncrated it on the truck. They moved the piano, uncrated, into my garage. It is now May 10, 2024, and the piano and the other two crated items are still sitting in my garage. The dispute arose over who is responsible for finishing the job. MSS and I have repeatedly contacted AVL and have not received any response. I have notified AVL that I am filing a complaint with the Better Business Bureau in hopes that they might be prompted to resolve the issue. Both companies have been paid in full. AVL also broke or lost numerous items. I am photographing and documenting everything before I file a claim. American Van Lines is shameless and completely unprofessional.

  Business response

  05/16/2024

  It's always our goal to provide exceptional service to our customers. Our office has been in communication with the ***************** and we're confident that in working together we can reach an amicable resolution. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 8, 2024, I booked a move for my daughter, ***********************, between Temecula, CA and Billings, MT. I was quoted a price of $3986.00, but if I committed immediately, they would give me the discounted rate of $3604.51 because they had a truck scheduled to go that direction on the weekend, and had room for her shipment. I submitted the list of furniture and number of boxes and paid the deposit. Pickup was scheduled for April *****. I received the paperwork, signed it and received the acknowledgement. On April 10, I received a call from the customer service center that they might need to adjust the schedule and was that possible. On April 12th, I called to confirm the pickup date and time as they were now talking pickup April *****th. They could not give me an answer but said the pickup was in question. At 10am on April 13th, American Van Lines called and cancelled the move. They offered us $200 as an inconvenience fee. I started calling other moving companies and was able to book with *********************************** for a pickup on April 17th at the higher price of $5,455.81 using the inventory sheet from American Van Lines. Due to the last minute nature of the move, I didn't have any option other than agree to the higher charge. Had it been booked earlier, the cost would have been lower.

  Business response

  05/16/2024

  As it our goal to reach an amicable resolution with all our customers it pleases me to informed you that we've work together with ************ and have reached a resolution. 

  Customer response

  05/17/2024

   
  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

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March, 2023 - kept in ******* and did not deliver to storage in ********* until June, 2023.We are asking for reimbursement of funds spent for a moving company to bring the items in storage to ********* as well as the storage fees incurred due to the van lines leaving the items in our garage and leaving the house without our knowledge of not loading the remainder of the furnishings. The van lines pulled out around 10:30 pm and we were taking their paper, boxes, etc to the outside on the circle driveway and did not see what the van people were doing as we were busy cleaning out the house.We were also not told there would be a storage fee in ******* for keeping our furnishings on the truck and not delivering until June, 2023.There is a file complete with the letter to the President of the Van Lines, and pictures of the events as they unfolded and can be copied and mailed to you as the folder is too thick and there are several emails with the female staff members that have been exchange to no avail. The van lines does not want to be held responsible. One reason is there were 3 Haitians two of which did not speak or understand English and the driver spoke very little English. They also had us miss the original "walk through" from the new buyers as they were constantly late and delayed in their work. The letter is very self explanatory and too long to explain in this brief format. We are only asking for reimbursement of the costs to bring the stored items to ********* and for the rent of the storage unit. The damage incurred to the items is beyond belief and the van lines does not have the money to replace these items and the items cannot be replaced or even found again. I am having to swallow the damage as the company did not provide insurance and we were not advised to get it - in our other 4 moves with movers those companies had their own insurance and they viewed our homes before packing and not one item was damaged or broken.

  Customer response

  05/06/2024

  I submitted only a very brief summation of the letters and pictures originally mailed via

  certified correspondence to the President of American Van Lines. I will be more than happy to

  provide BBB with the entire package sent to the van lines for BBB to review in its entirety, however

  the amount would have to be sent to BBB certified as it is quite lengthy as well as the emails that

  have been sent back and forth with no resolution.  ****************************** simply does not want to help us

  and admit to their neglect.  We believe one reason is due to the Hispanic driver and helpers and

  may have returned to ***** and the van lines cannot collect from the contractor they hired. The summation

  I sent on the form to BBB does not even begin to tell the story.  We are not asking for damages but

  simply to be reimbursed for storage fees, over charges of keeping our furnishings on the van too long

  as well as the storage fee we had to incur in ******* due to the home not being emptied and brought

  to ********* to begin with and yet we paid for the entire move upfront.

  Business response

  05/16/2024

  Our office is in communication with *****************. We're working together to come up with a resolution. As it's our goal to provide some form of closure to our customers. 

  Customer response

  05/17/2024

  *****************************(?) called and American Van Lines notified us that we were responsible for trucking to our home any

  items the Van Lines left behind - it is not their responsibility to complete the move of the items.  We were not advised of this and this

  was our 5th move but never used a van lines before - in the previous 4 moves the trucks came prepared to take all of our furnishings, etc

  to the next home - the previous truck companies did however have estimators to come to our homes several times to review the items and

  compute how many trucks would be necessary. The van lines did not send anyone to our home and it was requested several times.  I have a

  large file that was filed to the President of the van lines and he has never responded instead several people have been talking - the same conversation

  each time - they are refusing to pay for the expense we had to incur to have a truck to go from ********* to ******* to get our things left behind in a  3 car

  garage and we had to get a storage unit to put the items in and paid for storage from March until December when we had a another home.  The van lines

  simply did not convey any of this and I find it hard to believe when you pay unfront for a complete move and you only got what the van could load instead of

  sending somone to estimate how many vans or trucks would be needed to complete the move.  On the internet there are several complaints about this company and

  in addition there is mention that some people only paid a portion of the move and the balance paid when everything was moved and there was no damage, etc.  We did

  not have that right or privilege and the van lines is not cooperating - they only want to pay $938 and the bill alone for the trucks (2) and 3 men to load in the trucks what was

  left is over $8,000 to drive to ******* and return with our items - in addition there was a storage fee we had to pay over the months and they contend it was not their

  responsibility - they only had to put in the van what would fit and the remainder would be on us - we were not advised of this and I never heard of such a situation and I

  have discussed this with many people who have moved often and they never heard of this - we do not know what to do next to get any money that we feel we are due.

  *************************

  Customer response

  05/21/2024

   
  Complaint: 21671825
  
  I am rejecting this response because:

  *****************************(?) called and American Van Lines notified us that we were responsible for trucking to our home any

  items the Van Lines left behind - it is not their responsibility to complete the move of the items.  We were not advised of this and this

  was our 5th move but never used a van lines before - in the previous 4 moves the trucks came prepared to take all of our furnishings, etc

  to the next home - the previous truck companies did however have estimators to come to our homes several times to review the items and

  compute how many trucks would be necessary. The van lines did not send anyone to our home and it was requested several times.  I have a

  large file that was filed to the President of the van lines and he has never responded instead several people have been talking - the same conversation

  each time - they are refusing to pay for the expense we had to incur to have a truck to go from ********* to ******* to get our things left behind in a  3 car

  garage and we had to get a storage unit to put the items in and paid for storage from March until December when we had a another home.  The van lines

  simply did not convey any of this and I find it hard to believe when you pay unfront for a complete move and you only got what the van could load instead of

  sending somone to estimate how many vans or trucks would be needed to complete the move.  On the internet there are several complaints about this company and

  in addition there is mention that some people only paid a portion of the move and the balance paid when everything was moved and there was no damage, etc.  We did

  not have that right or privilege and the van lines is not cooperating - they only want to pay $938 and the bill alone for the trucks (2) and 3 men to load in the trucks what was

  left is over $8,000 to drive to ******* and return with our items - in addition there was a storage fee we had to pay over the months and they contend it was not their

  responsibility - they only had to put in the van what would fit and the remainder would be on us - we were not advised of this and I never heard of such a situation and I

  have discussed this with many people who have moved often and they never heard of this - we do not know what to do next to get any money that we feel we are due.

  *************************

  
  
  Sincerely,
  
  ************** And *****************************

  Business response

  05/21/2024

  A member of our management team has been in communication with ***************** which she informed she would not be available to finalize her concerns until Wednesday. Our office agreed we would follow up on that day, I'm sure together we can work towards a amicable resolution. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved amove through American Van Lines that included a partial pack. The inventory was done via phone and estimated by the van lines representatiive on the phone. The movers called the night before the last move date in the window stating he may not be able to make it, I called the after hours phone and never recieved a phone call back. The truck driver then showed up a day late at 3:30am with 1/2 the crew promised. Of that crew, 1 member smelled and was visibly under the influence of cannibis. The movers said they would be done by 8am (because the house was being sold and wasclosing that day and possession handed over.) This continued all day, then the mover could not fit all of the items on the truck and left with 10 items remaining. Then they called me and ensured me that if i signed another contract and pay additional money they would have someone out there the same day and all my stuff would ge moved to MD and placed in the same storage. These movers did not show up until 2 days later, then promised to return with the paperwork and never did either. During this time no one would return my calls or give status updates. Then I recieved a call that there was a leak in a box and i gave permission for the movers to invetigate, at which point the manager promised to call me bac with the damage/result. This never happened and took me over 2 weeks to recieve a call. Then when it came time to pay for storage, my stuff was not all located in one facility as promised by the company, but in 2 storage facilities in two different states. This consequently resulted in me having to pay two storage fees instead of one. I have tried to resolve the issue repeatedly with the company. They have threatened to not schedule my delivery, impose extra late fees, as well as have my items auctioned off. All the while avoiding phone calls. Additionally the delivery was supposed to be scheduled for May 1, but now has been pushed back to May 8 which will result in even more charges.

  Business response

  05/10/2024

  At the point of receiving the complaint our office has been communicating with ***************************. As with all our customers it's our goal to with together to come to a resolution.

  We've provided ****** with best resolution possible.   

  Customer response

  05/14/2024

   
  Complaint: 21653872
  
  I am rejecting this response because:

  The company is still failing to respond adequately. The latest development is that they were supposed to deliver all of my goods on May 8. They have not, and the second half of my goods has not arrived or been scheduled for delivery. The company has only offered $1300 of which they are allocating $515 back to THEMSELVES for storage fees incurred because of this latest s**** up. Meanwhile they have charged in excess of $14,000 for a move that has been nothing short of a disaster.
  
  Sincerely,
  
  ***************************

  Business response

  05/17/2024

  Here at American Van Lines, we make every effort to address any concerns that *** arise during a move. It's shocking that ****************** continues to reject our response, as we've been in constant communications.  As mentioned previously we reached an agreement with our client. There's a small portion of their move in the process of being delivered therefore ****************** has requested to receive delivery of those items before doing anything further.  

• Initial Complaint

  04/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Moving from ******* to ********* Didn't show up until one day late. Movers were uncaring about packing items, most boxes weren't marked. Fragile items thrown in with other heavy items, glass broken with three pieces, items that we requested to pack weren't done, many furniture items were scratched or broken. Tha worst moving experience possible. Moving advisors Didn't seem to care for our needs, very poor communication from Moving advisors at American Moving Don't waste your money on American van lines.

  Business response

  05/13/2024

  **************, I am sorry to hear that you have concerns regarding your move. Our office has not heard from you since the delivery of your items in February. This is the first time that we have heard of any issues regarding your move. If you would please return the calls and emails our office has left for you, I am sure that we can find an amicable resolution. Thank you and we look forward to hearing from you 

  Customer response

  05/17/2024

  No response from American van lines

  I have called 3 times,left messages 

  In addition to complaints, we are missing multiple items, antique phone,step latter, socket set, 3 ceramic decorative platters

   

  Customer response

  05/20/2024

  We are working with American van lines to resolve this issue 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  #*******. I hired AVL to move mom from 1 bd home in ** to Assisted Living in **. After research & multiple quotes, AVL won business with quote of $4,144.76. Not the lowest but were detailed on quote, organized, A+ BBB rating. Quote based on an exact/detailed inventory with the exception of the # of boxes which agent suggested based on house size. There was 1 error that never got corrected (1 unit=4 pieces: notes indicate I told agent but listed as 1). Day of move, post inventory, I got a $1,740 surplus for 3 extra shelf units and more boxes (+39 small/med). Outrageous! We had to go so no recourse! I called office & spent ~1.5 hours on the phone with the local mover (they could not make changes) and AVL (offered no adjustment except that I could leave items behind). Note: I choose not to ship 7 large items which she said would NOT credit off listthey only ADD items on the day ofInsane). I reluctantly agreed & advised I would follow up which I have in writing & many phone calls. I received 1 vm back & have not able to get a hold of ******* again after repeated vms. At delivery I was faced with a charge of $253 for extra distance. Call reduced to $150 but it's not right as in detailed quote, I was not asked about distance/warned of 75ft limit. I paid elevator surcharge & added shuttle ($356) as the 18 ******* would not fit. I checked many details & would have made choices if advised of costs in advance (would have packed more med boxes vs small if surcharge process explained). Request is to help resolve the post quote surcharges: 1) reduce the day of increase +$500 vs $1,740 in line w/ actual increase in small/med boxes & reduced items shipped from the quote + 2) eliminate $150 surcharge not quoted. Refund: $1,390 Beyond the cost issues above, the timing of the delivery cost me an added ~$3k in rental for my moms new place as the guy quoting me assured me verbally that the move would be about 9 days. It took 3 weeks during which time I paid for an empty ALS unit.

  Business response

  05/03/2024

  Our office has been working with **************** and have reached an amicable resolution. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired American van lines to move my house from ********** to ****** on March 22, 2024. When they arrived, it was one driver and one mover. The mover spent the first 30 minutes in my bathroom going to the bathroom and then proceeded to ask my husband to help move our belongings. The next day the truck arrived in ********** with the driver and no movers. The driver indicated that the movers he hired were doing another job and would not be showing up. He then asked my husband to help move all of our belongings out of the truck and into the house which included stairs. My husband needed to get everything done so he did move everything himself, including carrying items up the stairs. He has degenerative disc disease and cysts in his back and should not have touched a single thing on that truck. I made a complaint to the ********************************** ******* who offered me $350 when I escalated it to another manager, *****, she offered me $500. I asked for at least half of my money since all they did was drive my belongings from ********** to ****** and didnt move much of anything. And then was escalated to a third manager, ****, who basically yelled at me and told me that $500 was all I was going to get and if I didnt want to take that, I can take it up with another party however I choose. And that when they hire movers, they hope that they show up but theyre not gonna chase anybody down . All they did was drive my furniture I would like half of my money back.

  Business response

  05/02/2024

  ****************, I apologize that working with our management team we were unable to reach an amicable resolution. A member oi our executive team will be reaching out to you. I am confident that working together we will be able to resolve all matters. 

   

  Customer response

  05/02/2024

   
  Complaint: 21600540
  
  I am rejecting this response because:
  I have already spoken with a supervisor and two different managers. Until an executive calls me and we resolve this Im not closing this case because I believe that the executive is going to tell me the exact same thing and we are going to get nowhere.
  Sincerely,
  
  *******************************

  Business response

  05/03/2024

  **************** had spoken with a member of our executive team yesterday. **************** has a scheduled call today to finalize an amicable resolution to our concerns. 

  Customer response

  05/08/2024

   
  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

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After performing a video inspection of my home I received a quote for services requested. When I agreed to the cost I was told I would have a customer support specialist and quality control review of my items. I agreed to services on March 14th March 28th a revised estimate from the mover came in 20% higher than the estimate! I requested a review of my file based on the poor esitmate. No one got back to me.On day of delivery April 4th I signed a revised document with the new pricing. Of $14,477.38 and I signed and paid the balance.On April 10th I got a call saying I owed an additional $2,157.89 because of an error on their end for billing. I was told if I didnt pay I was going to be sent for collections. As a results of the increased costs at pick up I had to remove unpack and haul away services to help reduce costs. Everyone I have dealt with had been unreasonable or rude.

  Business response

  04/25/2024

  We're currently in communications with *************************. Our goal as it is with all our customer is to provide an amicable resolution. Our management team has this account under review and should be solidified no later than 4/26/24. 

  Customer response

  04/30/2024

   
  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

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Moving from ********* to *******. 1. The original quote of $6900 was to include a washer/ dryer and 6 dining chairs, other items forgotten then I had to pay more.2. I specifically say d I could NOT arrive in ******* BEFORE March 30 I called *************************** 3 times in this.3. I said I was flexible loading 3/25-3/28.4. I was told I would have 10 days notice, but was contacted 3/18 for a 3/23 pickup.5. I was told delivery would be 3/28. I reiterated that I could not be in ** until 3/30. Then I was told 3/30 delivery. No arrival. Told the truck broke down. Told arrival 4/2. No arrival.6. I am a 64 year old widowed woman without her household items. I had to buy items and sleep on the floor!!! I do not know anyone here in *******. 7. I do not understand why this cost $2000 more and why I had to pay extra $ for them to store my items in the warehouse. 8. I honestly feel I have been taken advantage of as a senior. I believe I have been lied to about a scheduling and a truck breaking down. I never got the same case manager to coordinate with. I have not been valued as a human being going through a major experience. I DO NOT HAVE MY ITEMS!

  Business response

  04/11/2024

  ***** to receiving this complaint American Van Lines has been in communications with our customer and glad we've reached an amicable resolution. As it's always in our best 

  interest to make every effort to provide a resolution to our client(s). 

  Customer response

  04/15/2024

   
  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

  03/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired American Van Lines (AVL) moving company on 2/5/24 to conduct my cross country move. There were many issues along the way, almost exact scenarios as other ******************************* complaints on BBB have described. Complete lack of communication is a big one. I was assigned an AVL personal moving coordinator, *************** but to date I have never spoken with her and she has never responded to any voicemails or emails left by me. But my main focus is to try to protect the safety of other customers and prevent a possible scam going forward. I am a single 58 yr old woman who lives alone. It was the day of shipment delivery on 3/21/24 when I felt unsafe. The day before delivery, I received a text from an "unknown caller", telling me my shipment is arriving tomorrow 3/21/24. Text Verbatim: "Hi this is movers we will arrive tmrw between 8am-noon 1. Pls confirm your address with CITY NAME and ZIP!! 2. Pls have balance in cash (personal or cashiers checks not accepted) 3. Pls let us know if u have access for 53feet' trailer. (shuttle service more then 50 feet ****************** more then 7 steps) 2719$ 6ahac Balance" That is how it was written with no identifiers, and not very comprehensively. Luckily, I was having my shipment delivered to a storage facility as giving my personal information out, especially my address to an unknown caller who just said he was "movers" would not have been comfortable for me. I was also not comfortable carrying around so much cash. So I called AVL and was actually able to get a Sales Rep on the phone. I asked AVL Sales Rep if cash payment was the only form of payment AVL would accept upon shipment delivery. My contract with AVL states they WILL accept cashier checks and credit card payments. This AVL Sales Rep confirmed that credit card payment was acceptable as was a cashiers check for payment at time of delivery and that AVL would send me a link for payment. When the moving truck arrived at the storage facility on 3/21/24, it was a generic truck with no business name written on it. I only knew it was my shipment because of the state plates on it. The driver got out, didn't introduce himself. ****** moving papers into my hands and eventually proceeded to start to unload my belongings into the storage space with two other men. I was not introduced to the two other men either. Shortly after they start unloading, he asks for my cash payment. I responded that I had spoken to AVL on 3/20/24 and was assured that AVL accepts credit card payments at delivery. This made the driver VERY angry. He (the driver) started yelling at me that he texted me and told me that he would only accept cash. He kept yelling at me to pay him cash or cashiers check. I finally was able to get someone from AVL on the phone. When I was on the phone to AVL, the driver sticks his phone in my face and yells "okay, will take credit card, speak to her, give her your credit card number" When I refused because the person on the phone was not an agent of AVL, the driver got angrier. AVL then finally agreed to send me a link where I could pay with a credit card, but the link didn't come from AVL, it came from ITX LLC. Then I get this email from MHVL ITX ***************************** that reads verbatim "In order to complete a payment with a credit card for the moving services is needed -Picture of ID and picture of credit card needs to be sent to ***************************** (legal name in the subject) thank you." That didn't seem right to me, so I refused to send a copy of my license with all my personal info on it and a copy of my credit card to some random gmail email address that looks like it was written by an AI bot. Many calls back and forth to AVL, I was finally threatened by **** in AVL ***************** stating that because I was refusing to pay I would be charged extra. I told **** , I wasn't refusing to pay, I was refusing to send a copy of my license and a copy of my credit card to a random gmail email. It was not an AVL email address. And reminded **** that AVL didn't require that I send them a copy of my license and credit card when I paid AVL my deposit with a credit card. **** responded that this was infact a policy of AVL, that I was indeed supposed to email out a copy of my license and my credit card to this random gmail email address so they could verify my identity for credit card payment. I told her I have never heard of such a policy when I pay for things online. I told her I read over my contract and didn't see it written there either. I asked **** to send me a copy of that AVL policy, but I never received it. When I called the ******************** and talked with a Sales **** they agreed that I should not send a copy of my license or credit card out and confirmed that it was not a requirement of AVL for credit card payments.I increasingly felt unsafe as the driver kept following me around, getting in my face trying to bully me into getting him cash or a cashiers check. So I finally went into the *********************** to get away from him. He (the driver) comes into the office behind me and sits on the chair closest to me. I have witnesses of this from those working at ****************. Again the driver was trying to get me to give my credit card info to someone over the phone. He again tried to bully and harass me into giving him cash or cashiers check if I wouldn't give this woman on his phone my credit card information. I walked outside of the ************** to get away from him. He (the driver) follows me outside and stands about 6 inches from my face yelling at me. I asked him to leave me alone telling him I didn't feel safe. I walked away to the other side of the parking lot telling him to not follow me. He (the driver) glares at me and then walks away. Then he (the driver) starts calling me on my cellphone from his truck. I had to block his number to make it stop. I then received a call from the man/mover from another AVL third party mover who picked my stuff up at beginning of move. He called me on my cellphone. This man was also angry at me and tried to get me to pay the driver cash or cashiers check. I hang up because he is harassing me. He tried calling me back. I then had to block his phone number as well as he wouldn't stop calling me. At one point (this whole situation took over 6 hours to resolve), I even tried to get a cashier's check at a bank a mile down the road. Which I had to walk to on a busy hwy/road bc I didn't have my car. To get cash needed for cashiers check for payment was impossible. I can only take out a limited amount out each day per ***/bank rules so I couldn't get the amount of cash needed out of the *** to get cashiers check to pay AVL payment. And, I just moved so had no local bank to withdraw cash. When I told AVL **************** **** ***** I did not feel safe, I got no response, just more threats from **** that I needed to send a copy of my license and credit card to that unknown email address or be charged for "wait time". I then spoke with ************** AVL Moving Coordinator. Only when AVL realized I was not going to give my payment to anyone other than AVL, they acquiesced and allowed me to pay through AVL. They sent me an invoice with my credit card number attached to sign. I never gave them permission to keep my credit card on file. When I told the driver I had made the payment through AVL, the driver became angry again (I have witnesses) and yelled "I thought you were going to get me a cashiers check You lied to me. Why did you lie to me. Why can't you get me a cashiers check". When I told him I tried but was unable to, he became even angrier at me prompting me again to seek safety in the **************.While unloading, the driver also kept following me around harassing me to sign off on the inventory list even though they were not done unloading the truck. I refused to sign until it was all unloaded. In the end, I was missing my bedframe and a storage bin. They made me walk onto the truck to find these pieces. Which were in another person's stuff in the truck. I unloaded the storage box myself from the truck and had to ask for the driver to unload my bedframe. Movers did not help me and just dumped stuff inside and outside the storage unit. This was a drive up outside unit...they just had to drive up and unload. I had to move a few other pieces by myself as well. The driver at the end also wanted me to sign off on a document that was not filled in. When I refused, he (the driver) filled it in with a balance due amount of $2719. When I pointed out that I paid AVL already so there was no balance due he just stared at me saying nothing. So I asked him to write "paid" with the date and his initials on it. He (the driver) did do this, I had to take a picture of it to get a "copy" of it. American Van Lines states on their website..."You will not have to work through a third party when you move with American Van Lines. All transactions and services are handled directly by us". This was not my experience. Not only did AVL make me work with a third party, they misled me and said it was not a third party. AVL **************** Rep ***** stated that ITX LLC is an affiliate of American Van Lines. ITX LLC has no website or business contact info anywhere online. AVL gave me no heads up or any information for me to identify this ITX in any way. AVL gave me no names of ITX movers, none of their contact information. No information of who would be delivering my shipment. No contact at all from AVL after my stuff was picked up. I had to call after 2 weeks to try and get an update to no avail. AVL did not respond when I said to them directly on the phone that I did not feel safe interacting with the driver. AVL did not help me to resolve issues with this driver. AVL **** ***** was trying to pressure me to send a copy of my license with personal info on it and a copy of my credit card to a non AVL email address/a third party entity by threatening to charge me more for "wait time" if I didn't. **** also stated this was a AVL policy which ended up being a false statement. All this put me in a very precarious, potentially dangerous situation. I was left to fend for myself getting absolutely no support from AVL ****************. I am hoping some justice can be found, but really what I want is for AVL to be exposed for these egregious actions and take accountability. I am not sure if the driver/ITX LLC was trying to get cash from me and not report it to AVL or if the driver just wanted cash so he wouldn't need to report it for tax purposes. He all seemed so suspicious, especially with all the harassing, bullying, and all the oddly worded/written texts and emails. I hope this never happens to anyone else. I felt I was in an extremely unsafe situation especially as a 58 yr old single woman. If I had to have dealt with these delivery movers alone in my house, the police would have been called. As it stands the Police were called anyways because this driver also rammed through the Storage gate when leaving, completely destroying it and he just drove away. Storage facility had to call Police to report this crime.

  Customer response

  03/26/2024

  I received the attached two emails (copies - I have both originals)  These arrived after I filed my scam and complaint reports with BBB on 3/22/24. One email was not signed by anyone on 3/25/24 that stated I was to sign the attached proposal for upcoming move (even though my move was completed on 3/21/24). The second email was signed from ************************* also on 3/25/24.  ***** wrote that I needed to sign a Bill of Lading form "to confirm everything was paid" which makes no sense.  I did not talk with her directly. I didn't respond to AVL because I did sign the Bill of Lading in person on 3/21/24 at time of shipment delivery.  Copy attached.

  The iTX LLC driver/mover who delivered my shipment (he never told me his name) at the end of unloading my belongings wanted me to sign off on a blank document, which was a AVL Bill of Lading form, but it was not filled in. When I refused to sign off on a document that was not filled in,  he (the driver) walks away, filled it in with just a balance due amount of $2719 (nothing else filled out), came back and said sign it.

  When I pointed out that I already paid AVL so there was no balance due he just glared at me saying nothing. At this point, I'm mentally and physically exhausted as it was going on 6+ hours dealing with all of this. I was very anxious to get away from the driver who bullied and harassed me all day leaving me feel extremely unsafe and vulnerable. So, I asked him to write "paid" with the date and his initials on it. He (the driver) did do this. When I asked if I could get a copy of the paperwork I had just signed. He said take a picture. So, I did just that (attached) is the picture of the Bill of Lading I signed at time of delivery on 3/21/24. ****** however dated his signature incorrectly as 3/20/24. Note how only the "Balance Due" was only filled out. I asked driver to write "paid" with his initials and date.

  Now AVL is harassing me trying to get me to esign a form, **** of Lading, I already signed. I am not sure if AVL has since filled in the areas that were not filled in on the original Bill of Lading form (pic attached) I signed in person on 3/21/24.  I did not open the link AVL sent because I was concerned in may inadvertently esign my name automatically if I opened link. Plus this link sent on 3/25/24 was for the "proposed contract for upcoming move" and my move was already completed on 3/21/24.

  I am hoping an investigation can be done. AVL should have to answer for their egregious, unscrupulous and unsafe practices. How can they get me to esign a Bill of Lading form after the fact. Especially when I had already signed a Bill of Lading in person at time of delivery. Is that even legal? AVL is trying to gaslight me into thinking I didn't sign a Bill of Lading form. I believe I was bullied, harassed and discriminated against by both the *** movers on site and AVL Staff because I'm a 58 year single woman. I believe the driver thought he could get away with it, that he could intimate me because I'm old and a woman. I have witnesses as well. The staff at storage facility this delivery took place at were more than aware I was not in a safe situation and gave me a safe place to be in their office. I also believe AVL have breached the contract in so many ways that set me up to be in this precarious potentially dangerous situation.

   

  Customer response

  03/26/2024

  This was supposed to be attached to last update

  Customer response

  03/26/2024

  Also, one mover dropped one of bins from height of truck. Right infront of me. He tried to carry 3 27 gal storage bins without a dolly.  I had to pick that bin up myself. Again storage facility has cameras all around to document these actions. Mover just left it there. And my art box was completely crushed on top. I hired movers so I wouldnt have to move/lift  my belongings: Once i go through everything, Im sure there is damage to report. I paid for full insurance coverage! As it was my furniture arrived dirty musty and dinged. 

  Business response

  04/08/2024

  American Van Lines has been working with our shipper and is confident that an amicable resolution will be reached 

  Customer response

  04/09/2024

   
  Complaint: 21478110
  
  I am rejecting this response because: American Van Lines has not resolved the issues.
  
  Sincerely,
  
  ***********************

  Business response

  05/02/2024

  ************** it appears that you are attempting to mis-lead the public with the statements you have made. Our office has been trying to reach you regarding our concerns and find an amicable resolution. We had last attempted to reach on 4/23/24 and have yet to receive a response. It is important that you re-open the lines of communication with us. 

*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. ↩