Report: #904138

Complaint Review: American Van Lines

  • Submitted: Thu, June 28, 2012
  • Updated: Wed, January 16, 2013
  • Reported By: Ane — Bellevue Washington United States of America
  • American Van Lines
    8300 N Hayden Road Suite 207 OR 2000 N State Rd 7
    Scottsdale, Arizona
    United States of America

Show customers why they should trust your business over your competitors...

Our move is a nightmare thanks to American Van Lines. They have lied to us from day 1 and continue to do so. The salesperson, Eric, I spoke to insinuated that they are carriers, not brokers. When trying to make me choose their company, he said that I had to make a decision quickly as there would be a carrier in our area during my preferred pick-up date and that I had to pay the deposit soon to secure a spot on the truck. I admit, I fell for it. I had just had a baby and things were hectic. I asked him if pick-up could be the 7-8th of June, he said that I could choose a specific date, but they appreciate a window. So, the 7-8th it was. When he mentioned the delivery window of 12-26th I said that is a big window, he replied that it shouldn't take that long, it depends on where on the truck our stuff would be i.e. first loaded would be last delivered making me believe that there would be a big truck with multiple shipments, and that the truck would go directly to our delivery area. When I asked him if I could track our shipment he said yes, I would have the nr of the driver and would know exactly where my stuff was at all times. Lies, all lies. Called AVL a few days before scheduled pick-up, was assured everything was on track. They day before, same thing.

 On the 8th, I received a call from Colonial Van Lines, apparently the sub hired to do the move. The owner said that they were running late and that the truck would be there 1-4pm. He went on to complain about AVL accepting jobs that they could not do and that he hated going to washington state and that he wanted to get out of the business. I got the nr of the driver, called 3 times before he finally called me back saying that they would be there 9-10pm. A little later, he called again saying they would be there 3am on the 9th (we had to leave for the airport at 6am). An hour later he called saying they would not make it. We changed our flights and waited. They finally arrived around 4pm on the 9th. Two guys and a small truck. Found out that our stuff would be going to Nashville and that they were not the ones driving it to WA. We arrived in  WA on the 11th and have been waiting for our stuff ever since. Called AVL so many times, they never returned our calls. Eventually was told on the 22nd that the truck left Nashville on the 19th, 10 days after pickup and that we could expect delivery 7-10 business days from the 22nd, way beyond the delivery window. The guy asked me if that would be inconvenient! Hell yes! We have been living with practically no furniture with an infant. I asked for the drivers nr so that I could figure out what was going on. I am still waiting for that information. Every time I call AVL I am told that dispatch will call me back, they never do.

At this stage I have no idea when this nightmare will be over. And I still have to pay them thousands of dollars. I will file a claim for the cost of changing our flights and the delay, but I'm sure they will just ignore it. DO NOT USE THIS COMPANY. They are liars and cheats with no morals. They do not care about people at all and will take your money and make your life hell.
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This report was posted on Ripoff Report on 06/28/2012 11:05 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 UPDATE Employee

Dear customer

AUTHOR: American Van Lines Relocation Divis - (United States of America)

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.


American Van Lines Relocation Division.
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#2 Author of original report

The nightmare is finally over...sort of

AUTHOR: Ane - (United States of America)

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.
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#3 Consumer Comment


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

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!


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