Company Response Review Report Review
NEVER AGAIN!!!

Judy Submitted this review about American Van Lines
Review made Live: 8/14/2012 4:45:00 PM
This was one of the worse experiences I have ever had with a business if I could give them a negative rating I would. American van lines then contracted me out to Allstate relocation (if you ask them they didn't contract it out, the two companies are associated, but then when something goes wrong they they are not associated). After being delayed two hours at a time 6 am all the way as late as 10pm for 2 1/2 days they showed up after my two day window. On that last day I got hit with several penalties by my landlord for staying past my scheduled move out. Had Allstate or American van lines given me a more than 2 hours notice of delays I could have worked with my landlord, but I had no idea when they would show up and got to sit in my empty packed apartment for 2 days straight. The scheduling manager, Alex, was incredibly rude to me on the phone every time I called. When Allstate did show up they came with their own contract that I had to sign before they would load. The contract was sent to me electronically. I do not have interent service for my cell phone and had to find and unpack both my laptop and modem prior to anything being loaded onto the truck. The truck driver tried to lend me his phone, but there was not wireless to contact to and he didn't want to pay for usages (I don't blame him). Have you tried to read a legal contract on a phone, it is not easy anyway.The contract was based upon space allotment instead of weight; however, I couldn't contact American van lines since they showed up after business hours. When they were ready to leave they slapped me with another contract for a third company to deliver my furniture. American Van lines verbally told me during my initial negotiations that my stuff would never be transferred from the truck it was loaded into and the same truck would deliver my items. At 9:00 at night who do you call? When I reached my new home the delivery was a nightmare. The people were incredibly rude. Their goal was to unload my items in 20 minutes. When they opened the back of the truck it was obvious after their last drop off they didn't secure my items as they were bounced all over the truck (upside down, sideways, etc...) Many of the boxes were significantly damaged. They unloaded my furniture to the sidewalk and tried to sell me the furniture wraps for $10 a piece. The logic they used was that they could leave them there on the sidewalk for me to place where I wanted in the house. When I contacted American van lines after the move regarding this they said Allstate claimed I asked to buy the pads, which is BS as why would I want those dirty nasty things andy why would I want my furniture on the sidewalk disassembled when I was paying for them to deliver and assemble. Use common sense people! They outright told me they didn't want to assemble the furniture even though that was part of my contract. They also stacked as many boxes as they could on their dollies and started running. The individual tripped and all the boxes went flying. When we told him he needed to calm down he got furious with me. The same individual got agitated when I wanted to inventory my items prior to signing the delivery sheet. Two out of the three individuals who delivered my furniture and boxes talked back to me the entire time they were in my presence. If you are considering a moving company to save time and headache think again. What you really get is aggravation and lots of lost time spent on the phone as you try to get in contact with someone. Once you do get in contact it isn't their problem.
Shipment Details
Origin State:
Missouri
Pickup:
Late
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
29295571-30
Quote or Order Cost:
$2700

Car Condition
  • Vehicle was damaged
Company Response
Customer Relationship Manager from American Van Lines Submitted this response.
Response Date: 11/23/2012 11:02:00 AM
Our team at American Van Lines Relocation Division has located your account upon review of your posting. We do appreciate your business and we regret that we were unable to perform within your requested moving dates and to hear of your displeasure in the interaction between you and your company. The moving industry is one of a dynamic and unpredictable nature especially if our moves are booked during the summer months which is classified as our peak season. Our company provides windows for routing purposes and is also designed as such to accommodate any occurrence of delays. Prior to the confirmed load date, customers are notified 24-48 hours in advance to advise, which is determined also by the driver's route and schedule. However, as your move was scheduled to happen within our busiest time of year, unfortunately we were unable to meet your estimated load dates. Our contracts are drafted with this in mind as stated in the documentation you received during your booking process. We make every effort in performing our customers' move within the estimated moving dates as contracted and try to accommodate our customers despite circumstances that occur beyond our control but unfortunately at times our efforts prove futile. If we are unable to render service by the ending of the estimated dates, our customers can either accepted an offer to be picked up at a later date which we ensure is convenient for them or they have the right to a full refund of their deposit if they decide to dismiss our services. Based on our records, you allowed us to service your relocation at a later date rather that dismissing our services. We definitely appreciate your business and your patience throughout your entire move. In regards to your damaged items and any other issues you had throughout your relocation, our records indicate that on several occasions representatives from our office made attempts to get in contact with you but unfortunately you have remained unresponsive. We are more than welcome to further assist you and work with you to rectify the situation at hand. Please give us call at 1-800-338-9361 at your earliest convenience. American Van Lines Relocation Division apologizes for the less that friendly interaction you encountered with our company and also Allstate Relocation, as well as the delays that occurred. Thank you. Sincerely, American Van Lines Relocation Division.