• Report: #881060

Complaint Review: American Van Lines

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  • Submitted: Thu, May 10, 2012
  • Updated: Thu, May 24, 2012

  • Reported By: Melissa — Tampa Florida United States of America
American Van Lines
Scottsdale, Arizona United States of America

American Van Lines Nationwide Relocation Services WORST MOVING COMPANY & CUSTOMER SERVICE IN THE INDUSTRY! Scottsdale, Arizona

*Author of original report: Update from claimant 5-24-12

*UPDATE Employee: COMPANY RESPONSE

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We contracted with this company to move our household items from Dayton, Ohio to Tampa, Florida on Friday, March 9th. In the original estimate my husband told the estimator, Joseph Amato we were closer to 10, 000lbs, but were told by him that in order to keep our deposit low we should go with 7, 000 lbs and if we went over the weight it wasn't a problem and that we would pay the difference in weight. Well, truck shows up (a day later than what was promised to us & no notification was given to us of the date change until the NIGHT before they showed up and this was after numerous emails and calls inquiring where the truck was) & there is not enough room on the truck for all of our items?!  The movers also did not show up with the items we contracted for (mattress covers) & only 2 men showed up for our 3, 500 sq ft home. My father had to help disassemble our major furniture and help carry down the stairs as one man doing the carrying would have surely damaged/broken our heavy furniture. We had to scramble the next day & rent a U-haul (more costs to us), get a storage unit (again more costs to us) and fill up my parents & sister's garages with our leftover items.

Once the truck arrives at our home in Florida we discover that a good number of our items (some brand new, some heirloom pieces) are badly damaged/broken or ruined. I called "customer service" and they told me to write a letter describing our problems. I did this & never received a call or email back. After filing claims on the website and sending multiple claims via their "customer service" email I finally receive an automated email stating that they received our claim, to not contact them as it was an automated email and to wait 60 days.  60 days has gone by and no word, no check.

After numerous calls into AVL asking to speak to a supervisor the only compensation made was that they would waive the deposit for our next order?? When I call back to discuss picking up our remaining items I am asked if I have anything in writing saying that they would waive the deposit?  It took over a month, 10 calls, numerous emails (none of which were returned) & calling a different sales person/estimator to even get anyone to write up a carryover quote for our remaining items stuck in Ohio.   They refused to honor the only concession they had offered for this whole mess (waive the deposit) until after I told Matthew that I would not be signing any new quote until our concessions were met.  He calls back to let me know that they would waive the deposit, but nothing could be done with the $700 "binding estimate fee" as it was a brand new order??!  Again, no compensation merely allowing us to delay some of our payment for 3 weeks.  We finally gave up & went with another company.

One of their fees is something they call a 'binding estimate fee' as mentioned above, which I have been told by Sam, Aramid, Joseph Amato & Matthew all different explanations of what this fee is- all of which are bogus. (Customer service fees- omg this is infuriating and laughable; dispatch- we received ONE call the night before they were supposed to show up & no information on the driver or phone number, not to mention they were already a day late; lock in our rate- a $700 fee to lock in a rate when our move is only 3 weeks away?; quality assurance- see above, thousands of thousands of dollars in damage.  Why should we have to pay this ridiculous fee for services we never received, especially when this was a carryover move from their first blunder??!  

We still have yet to hear anything back on what the status is of our damaged items and receiving a claim check for those items.

This move cost us double what it should have & the company no concern for our problems, resolving our issues or wanting our business. I would hate for anyone else to experience what we have with this company as it has been the most stressful, horrific, frustrating & costly experience. Please people, DO NOT USE THIS COMPANY! They seem very nice on the phone, but that is it. After they have your money forget about anything they promised you & expect headache after headache & if you even get your furniture at all- consider yourself lucky! 

This report was posted on Ripoff Report on 05/10/2012 06:42 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Van-Lines/Scottsdale-Arizona-85258/American-Van-Lines-Nationwide-Relocation-Services-WORST-MOVING-COMPANY-CUSTOMER-SERVICE-881060. 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 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Update from claimant 5-24-12

AUTHOR: melissaselner - (United States of America)

I love the company response, which is the same as everyone else who has filed a complaint on here about them.  It is a mere "copy & paste" response with absolutely no thought or meaning behind it.  I did finally receive a call from Leon at American Van Lines (after I filed a BBB report on them as well) last Thursday who stated he would try to work on some form of compensation for us and would call me back by the end of the day....or Friday...or next Wednesday at the latest.  That being said, "the latest" of Wednesday has past and still no call back or email with what resolution they came to.  I was told though that the claim for our damaged furniture is now 120 days and not 60 days??!  This company is being investigated and for good reason!  Total rip off!!  
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#2 UPDATE Employee

COMPANY RESPONSE

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

 
When reserving moves, it is always in our intention to provide our customers with the best possible service and create a positive experience while interacting with American Van Lines of California. We would like to take this opportunity to express our regret in hearing of your dissatisfaction of your overall moving process. 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 stressful in itself. We would like to apologize for any inconveniences or frustrations caused due to the delays you are experiencing. Our records indicate contact has been made in regards to your concerns and our office will continue to work relentlessly to address all your issues and concerns to the best of our ability as we like to ensure all our customers are satisfied with the services provided. We appreciate your business and the opportunity to work with you. You may contact our office in regards to this response with any additional questions 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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