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American Van Lines

United States,

Consumer complaints and reviews about American Van Lines

AVL Customer Service Send email
Feb 23, 2012

Do Not Use This Terrible Moving Company

Dear American Van Lines Customer:

We regret hearing about your dissatisfaction with our team. Please understand that we tried our best to provide you with the smoothest, most comprehensive service. We apologize for the issues that you experienced. We appreciate your review.

If there is anything we can do to further assist you, please do not hesitate to contact us at 1-855-820-6916.

AVL Customer Relationship Manager
ALMC Send email
Feb 23, 2012

Do Not Use This Terrible Moving Company

I hired American Van Lines for my move from Salt Lake City to Atlanta and it was a terrible experience. They hired a subcontractor who then hired their own subcontractor. When he showed up at my house he insisted that I hadn't packed my items properly and that I needed to buy moving boxes from him or else he wouldn't put them on the truck. I told him that I was fine with the way that they were packed and I would assume liability for damages. He charged me between $15-25 for each cardboard box. I don't think that a shovel and rake worth about $10 each needed to be packed in 2 boxes for an additional $50 but I needed to move that day and didn't have a choice.

It took almost 3 weeks for my items to arrive and when they did he had lost my new $400 bike. Unfortunately when he picked up my items I had to sign an agreement that lost/damanged items would be valued at 60 cents per pound so after much back and forth with their claims department they offered me $24. I've tried to reason with them hoping that they would see how unhappy I was that I paid over $3000 for the move and they had lost an expensive item. The claims agent told me that "I should think of it like I had gone out for a nice dinner only to discover that I had a parking ticket while dining" and that "overall it sounds like I had a pretty good moving experience compared to most".

I also think that they were not honest about the weight of my items. The weight came up much, much higher than the initial estimate that I was given with a complete inventory of my house even though I gave away many large, heavy items after the estimate but before the move. I'm sure they know that there is no way for you to weight a tractor trailer yourself so what can you do?

Long story short, they know that people don't have a lot of leway when the moving truck is at your house and you need to move that day and they certainly take advantage of people. I would advise shopping around for a more reliable company and carefully understanding the carrier's liability before you sign anything or give them a deposit.

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