Meghna P.
Rude, unprofessional and terrible customer service.
It was not a great experience and caused a lot of stress: They utilised extra boxes by not optimising the space in each. I had to intervene on how they could fit a few more items in the space. They contested the amount that it was totaling up to saying the original quotation was off by 250 sq ft. They charged $380 extra. They did not allow me to inspect the truck The truck they got was huge and it didn't obviously fit into the lane close to the building and thus they charged the long carry amount. And incorrectly even applied the 12% on this amount! Thankfully I spoke to your representative and they agreed to give that amount back. They were slip shod on the packaging and the carrying with the result that my kitchen island, steel trash can, bookshelf, ukelele and clock was damaged. They told me verbally that it will take 4-5 days to reach and after that they need just a 48 hour notice to deliver it to the address I give them. I called on the 16th (my stuff had been picked up on 11th) asking them to deliver it on 18th, but to my surprise they said the truck has been sent to Colorado and hasn't even reached Houston. When I questioned the owner, he was rude, asking me to read the terms which said 10-14 days conveniently forgetting what he had told me over the phone verbally. Then followed a daily call up to customer service, where they kept extending the arrival by 2 days. All this while I was incurring staying charges at a hotel because I could not shift into my new rented house. The issue is that American Dream Relocation is just a middle man. They sub-contract the packing to another vendor and who in turn (re) sub-contracts it to a third party for transporting! And as one can imagine this is a recipe for mix-ups, passing the blame, chance to make more money , delays and contradicting the terms agreed to by previous 'middle-man'.
Response from American Dream RelocationJul 23, 2025
Dear Meghna Prakash, We appreciate you bringing these concerns to our attention, and we’re sorry to hear that your move did not meet expectations. However, we do want to clarify a few important points. As a licensed moving broker, American Dream Relocation is not the carrier, nor do we handle the physical packing or transport. Our role is to coordinate your move with FMCSA registered carriers and provide support throughout the process. That said, we take accountability for the partners we work with and advocate on our customers' behalf when issues arise as we did in your case, working to have the long carry fee reversed when it was applied incorrectly. Regarding the final charges, estimates are based on the inventory and volume provided prior to pickup. If the actual space used exceeds the initial estimate, the carrier has the right to adjust the cost accordingly. We understand that not being able to inspect the truck was frustrating, and we’ve addressed this with the carrier directly to reinforce transparency moving forward. We also understand how difficult delays can be, especially when you're relying on a delivery timeline. While verbal delivery estimates are sometimes shared in good faith, the written agreement does state a delivery window of 7-21 business days, which is standard in the industry. That said, the communication you received should have been more consistent and respectful and we’ve addressed that with the parties involved. We do not take your experience lightly. Damages, delays, and miscommunications are not acceptable, and we are actively reviewing this matter internally. If you have not yet filed a claim for the damaged items, please reach out to our support team and we’ll guide you through the process. Thank you again for your feedback. We will use it to continue improving the service we provide to every customer we work with. Sincerely, Customer Care Team American Dream Relocation 866-237-9504