• Report: #885485

Complaint Review: American Van Lines

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  • Submitted: Sun, May 20, 2012
  • Updated: Tue, June 12, 2012

  • Reported By: Amy — Hudson New Hampshire United States of America
American Van Lines
2000 N State Rd 7 Margate, Florida United States of America

American Van Lines Liars and Thiefs Margate, Florida

*Consumer Comment: AVL is NOT a "moving company."

*Consumer Comment: Wow!

*Consumer Comment: Be Aware: AVL OFFERS "HUSH MONEY"

*Consumer Comment: info

*Author of original report: Response to AVL Customer Service

*REBUTTAL Owner of company: COMPANY RESPONSE

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American Van Lines is at best a group of absolute liars, and at worst a group of thieves. My story is a long one and is sadly not yet over. At the beginning of April, my husband and I called American Van Lines for a quote to move us from Dallas, Texas to New Hampshire. Our sales rep was named Sharon Jenkins. The string of lies she and her colleagues have told from day one is almost difficult to keep track of. Ill try to keep count below.



 



First, we told her we were not interested in working with a company that subbed out the jobs to smaller companies. We were looking for a company that did the move themselves. She swore to us that they do not use subs. (Lie number one).



 



Next, we said we absolutely needed to have our stuff delivered in New Hampshire no later than May 5. We asked her to let us know whatever date they needed to pick up to ensure it would be delivered by the 5th. She said if our stuff was picked up on April 25, it would absolutely be delivered by the 5th of May. (Lie number two.)



 



She told us an 18 wheeler would arrive to our house on April 25 (Lie number three), and that the movers would break down all of our furniture, such as beds (lie number four).



 



On April 24, American Van Lines called us to tell us the movers would arrive at our house to pick up all of our things the next morning, between 8-10 am. (Lie number 5).



 



The next day, movers from some company called The Moving Squad out of Houston, TX arrived at our house at 2:00 pm. They did not have an 18 wheeler but rather a mid-to-large sized straight truck (basically a Uhaul). As soon as they arrived, the driver told us All of your stuff wont fit. They began to pack what they could (they had no tools on them and couldnt break down our beds or furniture) as we franticly spent the next several hours trying to get a hold of someone on the phone.



 



My husband reached Sharon Jenkins. She said she would look into things and call us back (Lie number 6). She never called back and stopped returning our voicemails. We then got a hold of someone in dispatch who told us they would have to call us back. (Lie number 7). They never returned our call.



 



24 hours later, we were able to get someone on the phone who told us another truck would arrive at our house the next morning (April 27), between 8-10 am (lie number 8). By 5:00 pm the next day no movers had arrived, Sharon Jenkins would not return our calls, and we couldnt reach anyone who could give us an answer. Finally, someone from dispatch called us and said that although they couldnt get a truck out that day, one would arrive to our home the next day between 8-10 am. (Lie number 9).



 



The next morning came and went. Finally by 1:00 pm on April 28 the movers actually arrived. They packed up the rest of our stuff, and we were finally able to leave the next day to head to New Hampshire three days behind schedule.



 



About four days later, when we arrived in New England, my husband called American Van Lines to find out when our delivery would be. Turns out, they were not on schedule and we were told our things would not arrive on May 5 but rather May 10 (Lie number 10).



 



May 10 came and went. No movers. We were finally able to get someone on the phone, who told us our stuff would arrive May 18 or 19 at the latest. (Lie number 11). On May 19, with no sign of movers showing up, we called AVL again. We reached a woman named Crystal who after some research told us our possessions were still in Texas, and she would have to call us back to let us know when it would be delivered. (Lie number 12). You can imagine our horror. Crystal never called us back.



 



We called another company who apparently had been subbed out somewhere along the line National Relocation Services and they told us our stuff was in New Jersey and would arrive by May 24 (Lie number 13). Then, about two hours later, someone else claiming to be from AVL called us to tell us our stuff was going to be delivered either THAT NIGHT, or first thing the next morning (May 20). (Lie number 14).



 



I asked this man what state the movers were in at that time. He told me, New Hampshire. (Lie number 15). I said, New Hampshire?? Not Connecticut or New Jersey or Rhode Island?? He replied, No maam, New Hampshire. That is why they may actually be able to deliver tonight. (Lie number 16).



 



We were told the driver would call us. No driver called that night. No driver called First thing the next morning. Finally, at 10:00 am on May 20, the driver called and said they were about two hours away. I said But your colleague swore to us you were already in New Hampshire. His reply was, No maam, we were in New York.



 



The movers finally arrived at noon on May 20. Naturally, we had to give them a cashiers check for the balance due before they would unload the truck. We did, and they began to unload. It was then that my husband examined the contents and realized half of our stuff was missing.



 



The second half of our belongings, which youll remember AVL picked up four days late, was missing. The driver who had no idea about any of this was horrified. He called his boss immediately on his cell phone, at home, on a Sunday. The owner apparently sent someone to the warehouse in Houston and discovered the rest of our possessions just sitting there. He now claims he is sending a truck with the rest of our things.



 



Unfortunately, we had no choice but to turn over the cashiers check in order to get the first half of our things. We are now at the mercy of AVL to determine whether or not we will ever see the rest of our belongings.



 



Still awaiting a return call from Sharon Jenkins or any of the other many people at AVL who promised to Call us right back.


This report was posted on Ripoff Report on 05/20/2012 07:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Van-Lines/Margate-Florida-33061/American-Van-Lines-Liars-and-Thiefs-Margate-Florida-885485. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 4Consumer 1Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

AVL is NOT a "moving company."

AUTHOR: TRUTH BE TOLD! - (United States of America)

Just for the record, it should be clarified that AVL is NOT a "moving company" as anyone would normally think.

AVL initially gives a grand impression or illusion that they are a major "moving" company, which is deception #1.

The AVL website has pictures of AVL-logo moving vehicles, and they will tell you they do pick-ups with THEIR vehicles (<-deception #2 & #3). 

They do not tell you that their >common practice< is to sub-contract with the most horrendous moving companies! (deception #4)

AVL is a MOVING SERVICE (stated on their website),  and that means AVL employs BROKERS...who take your money for DOING NOTHING other than getting you involved in the worst nightmare of your life!

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#2 Consumer Comment

Wow!

AUTHOR: NoSoap - (USA)

I cannot believe what the original poster went through.

Just my opinion here, but considering all the broken promises this company gave you, I find their robot-response to be so insulting, its almost laughable.

Thank you for reporting your experience...I'm now forewarned, and will NEVER use this moving company. 



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#3 Consumer Comment

Be Aware: AVL OFFERS "HUSH MONEY"

AUTHOR: TRUTH BE TOLD! - (United States of America)

If not already, the next AVL BS you will encounter will be from the customer service complaint dept.  They will send you forms that indicate in order to be recieve approximately a whole $150 for your losses that they "are willing to reimburse", you MUST sign the form agreeing that you will not hold AVL responsible for anything in the future.

I did not sign nor submit my form in the event there will be a class-action lawsuit or govt. action against AVL.

No, they coud not buy me out for a lousy $150 hush money!  
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#4 Consumer Comment

info

AUTHOR: johndoe - (USA)

http://commerce.senate.gov/public/?a=Files.Serve&File_id=91f76420-7d98-4b49-9320-e331cc803a78
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#5 Author of original report

Response to AVL Customer Service

AUTHOR: AmyC - (United States of America)

To the Customer Service specialist who replied to my post; the old adage "You can't sh*t a sh*tter" comes into play here. I am a public relations professional myself and can therefore smell a canned response from a mile away. Today marks the one month anniversary that American Van Lines came to my home and took away half of my belongings. For officially one month, my six month old son has been sleeping in a playpen without so much as a mattress. To date, Sharon Jenkins, my account rep who would "be with us through the entire process, from pick up to delivery" still has not returned any of my calls. A voicemail left with her supervisor has also gone unreturned. How do you sleep at night, doing this to innocent people? The next nightmare I'll face - assuming I ever receive the rest of my possesions - will be to try to tackle your "claims department" to track down the reimbursement pay I've been "promised."



Here's a tip: since you care so deeply about me and your customers and are very concerned with our overall experience, instead of posting an 800 number that leads me nowhere, why don't you have someone actually call me back? You have my number on file. You can ask Sharon Jenkins for it. Although at this point, I"m sure she's conveniently forgotten all about this entire situation. The pen is mightier than the sword, and the Internet has made this a very small world. The word of your corrupt organization will continue to spread through the help of sites like this and social outlets like Facebook.



Sweet dreams.

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#6 REBUTTAL Owner of company

COMPANY RESPONSE

AUTHOR: Customer Relationship Manager - (United States of America)

 
Due to the vulnerable nature of the business we ensure our customers understand all dates provided are estimates. All moves are executed within reasonable dispatch and reasonable time. We make no attempts to withhold any information. Once the information is available our customers are contacted immediately. Your business is greatly appreciated and we would like to apologize for any inconveniences or frustrations caused due to the delays you are experiencing. Our office will work relentlessly to address all your issues and concerns to the best of our ability as we know moving is stressful in itself and we like to ensure all our customers are satisfied with the services provided. We will also make sure to follow up with you throughout the rest of your move. We appreciate your business and the opportunity to work with you. You may contact our office in regards to this response at 1-800-338-9361. We are available at your disposal.


Thank you.


Sincerely,




Customer Relationship Manager
American Van Lines of California
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