American Van Lines American Van Lines Relocation Division Liars Scottsdale, Arizona

In response to your posted review, American Van Lines Relocation Division would like to take this opportunity to express our regret in hearing of your displeasure with your interaction with our company. It was always in our intention to provide you with the most exceptional service ensuring a smooth transition to your new surroundings, as we definitely do understand that such a process is traumatic and stressful in itself. Unfortunately, due to the unforeseen circumstances causing delay in your relocation, we were not able to perform as such, and we would like to extend our sincere apologies.

All documents were forwarded to you upon reservation outlining the role we play as a moving coordinator/shipper/broker and not to handle or otherwise participate in a move as a carrier. The nature of the moving industry is one that is vulnerable to delay occurrences and our contracts are drafted with this in mind as stated within the Terms & Conditions included in the documentation you received during your booking process. All dates are estimates, however guaranteed service on or between agreed dates is an optional service that is available at an additional cost. Absent selecting and paying for the optional extra service guaranteeing specific pickup and delivery dates, the agent is required to pick up and deliver the shippers property within reasonable dispatch and in a reasonable time. Your account does not indicate that this optional service was requested, therefore we made every effort in performing your move within the estimated moving dates as contracted and try to accommodate you despite circumstances that occurred beyond our control but unfortunately our efforts prove futile.

Our records indicate that you filed a claim to address your loss and delay issues and the carrier processed the claim and settlement amount was extended. The documentation that was forwarded notifying you of the outcome was returned with your signed agreement to expedite your reimbursement and we do hope you received the amount that was sent on 12/3/2012 from the agent that serviced your move. We sincerely apologize for any inconveniences and frustration caused during your relocation. Should you have any further questions regarding this response you may contact our office at your earliest convenience.

Thank you.

Sincerely,

American Van Lines Relocation Division.

So our stuff was finally delivered...most of it anyway. As I mentioned in the original report, I had been trying to get the driver's number from AVL for days, every time they say dispatch will call me back but they never do. On thursday I called them again, just to be put on hold and finally told that they were not allowed to give me that information. Weird, because when I booked the job and asked if I could track my stuff, Eric said of course, I would have the driver's nr from the start (pick-up) so that I would always know where the truck was. Liars! Anyway, got a call from them later that day saying delivery would take place on Friday. At this stage I did not believe a word and I was correct, nothing turned up on Friday. I did get a call that afternoon from Colonial Van Lines saying delivery would be Saturday 10am-12pm. Approximately 7:30am on saturday, the driver (who works for some Dallas TX delivery company) called and said he would be there in 20minutes and he was. He had a trailer with what looked like one of those train containers. I think that maybe our stuff was transported by train, not driven like I was told, maybe that is why I was never able to get the contact details of the driver. I wonder how many times everything was loaded on and off trucks/trailers? It was in pretty bad shape, dirty, scuff marks, some looked like it had gotten whet at some point. Also, 2 big items (including a recliner) were missing, and they brought three items that we had to tell them to take back as it did not belong to us. One of the guys that did the unloading said that this happens a lot, everyone's stuff gets mixed up and they constantly have to return to finish a delivery later when the missing items are located. I have filed a claim with AVL and a complaint with FMCSA but honestly, at this stage I am not expecting anything to come of it. Be warned, DO NOT USE THIS COMPANY.

The FMSCA website can be found on the net. 

Although you will not be re-imbursed for any financial losses, AVL will lose the money they made on you.

And that, for now, is the ONLY thing that can be done against AVL.



Also, if / when you decide to file a loss/damages claim with AVL, BE CAREFUL!

Read the claim forms thoroughly, and consider having second thoughts about signing and submitting it.

It's just as sneaky as their contract!