- Report: #881060
Report - Rebuttal - Arbitrate
Complaint Review: American Van Lines
American Van LinesScottsdale, 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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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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