American Van LinesReviews of americanvanlines.com

You think you are hiring professional movers, but these are day laborers with a rental truck. They were 3 days late (!) and when they did show up, it just got worse and worse. Poor communication, damage to the house, haphazard packing, ruined items. They were great when they sold you the contract, then they stopped caring about anything and were impossible to get a hold of. The men are hirelings and not professional movers. The worst experience from any company I can ever remember.

6/13/2025 - UPDATED TO SHARE AMICABLE RESOLUTION: After I posted my original review, I received a phone call from Theresa, a customer service representative with American Van Lines. After sharing my experiences with her, she apologized profusely for our troubles and spoke with management. They agreed to refund half of the extra money that we paid. In addition, they promised that customer service training, especially in the area of returning phone calls and emails, would take place. I am writing this update to point out that while I have seen many bad reviews and even written a few, I have never had a company step up accept responsibility, and try to make amends. This apologetic attitude and willingness to make it right have made me decide that if I do need to schedule another move, I will certainly give American Van Lines another shot. Very few companies these days are willing to extend an olive branch and make any sort of move towards pleasing their customers. American Van Lines wins my vote even with the bad experience because they tried to do what was right and that is very rare indeed! Whatever you do, steer clear of American Van Lines if you're moving. If I could give them zero stars, I would. I selected American Van Lines to help my daughter move back to our area because my husband is ill and I need help with his care. I read many reviews and made my selection based on both price and the great reviews and thought that I was choosing a good company to assist with the move. I could not have been more wrong! It started off well enough with a decent quote and I felt they weren't nickel and diming us to death. As we got closer to the move date, I updated them several times with a new itemization list to ensure we were being charged correctly but never got new confirmations. I also noticed that I was having trouble getting anyone on the phone to confirm the actual date of pickup for the household goods. About a week before the move, I was getting a little frantic as I could not seem to get anyone to actually pin down a day that the movers would be there. I don't think it would have been so much of a problem if we had not had so many moving parts. I was flying in to assist with the move and had very specific dates for both the flights and the hotels. When we finally arrived on the actual move date, I didn't hear so much as a peep out of American Van Lines. I called them 11 times the day before to try and get confirmation of the time for our household goods pick up. I even tried to get a manager on the phone with no success. I got off the plane, met my daughter in the airport pickup, and we went to have a quick dinner. After dinner, we still had not heard anything from American so I went to check into my hotel hoping to resolve the issue the next day. As I was checking into the hotel, I got a phone call from the driver of the truck saying he was on the way to pick up our household goods. He said he would be there within 20 minutes but we waited more than an hour. The truck that finally arrived was not marked as American Van Lines and the driver did not have the correct itemization of goods nor did he have any idea that he was to pack several TVs and glass tables even though I was specific about those items on the original itemization. By the time we got back to the hotel it was almost 11:00 at night. If that had been all that went wrong, I would not be writing this review. However, when we got to our destination, a completely different moving line showed up with our household goods. Instead of American Van Lines, it was United Van Lines. The gentleman delivering our furniture seemed completely unaware of what was going on and could not provide any answers. He also did not have a correct itemization of goods and we ended up having to pay more than $700 extra. The paperwork he showed me did not match what I had signed and several of the furniture items were broken. At the end of the day, we did not try to file a complaint with American as I feel a lack of decent customer service and complete lack of communication are indicative of a serious company-wide breakdown. Although I spoke to a "manager" at one point, it seems our complaints and concerns were brushed away and ignored. We never did receive the promised managerial call back and we felt we were deceived. Once they have your money, they don't seem to care.

Would NEVER use this company again. My move was scheduled to take place Thursday May 29th 2025 (pick up) with delivery taking place on Friday May 30th 2025. I called the customer service line on Wednesday to find out the pick up time for Thursday as I had not heard anything from them up to that point. I also wanted to let them know that I would be using a different payment method than I did for my initial deposit. The wait times on hold are ridiculous- I was disconnected twice after someone picked up. I called a third time and was finally given a pick up time frame between 12 & 2pm on Thursday. The movers arrived at 2pm as of Thursday - no issues there. I asked the driver what time my items would be delivered to my new storage unit on Friday and he told me 12. I headed over to the new storage unit by that time and at 12:15 I called customer service for an ETA. They told me between 12 & 2pm and that they would call me when they were 30min away. 2:30pm rolled around and still no phone call. I called customer service and was told they are in route but unable to provide an ETA at that time and that I would receive a phone call once one was determined. 3:30pm rolled around with no call back. I called customer service again twice - it took so long both times to get a customer service rep on the line that an automated message told me to leave a voice mail. I finally got a hold of someone at 4:00 who told me that the driver had an emergency and wouldn’t be delivering my items until Saturday May 31st. He told me the delivery would take place between 8 & 10am. As I was speaking with this representative, another one called me - beeping in - to let me know about the emergency and that my items would be delivered on Saturday May 31st between 11am & 1pm. I had her verify the time since I was given two different time frames - she confirmed it was 11-1. Saturday I called customer service at 11:15 to confirm we were still on track for delivery, and was told that the driver wasn’t able to make it and that my items would be delivered Monday June 2, 2025 between 11am & 1pm. The supervisor I spoke with told me she gets in after 8am in Monday and would call me that morning to confirm, but I never received a phone call. I called customer service at 8:30am and was on hold for a long time- finally I was told we were still on track for delivery today during 11am and 1pm but that I would receive a call back by 10am with a confirmation as the warehouse manager was still figuring things out. I asked if I could speak with the warehouse manager and I was told that they “do not speak with customers”. I did not receive a call back so had to call customer service back again. Was on hold for a long time once connected and then was told that they don’t have an ETA because they “are trying to find a driver”. Still no resolution. UPDATE 06/08/26 As of 4:00pm on Monday I was able to get a hold of the original supervisor that I had been expecting a phone call from and she told me that there was an issue with the truck and the movers would not be there that day - she told me they should be delivering my items the following day (Tuesday June 3rd). The movers reached out to me themselves on Tuesday morning letting me know that they were in route and would be at my storage unit between 12:pm and 2:00pm. A little while later, Theresa from American Van Lines, called me to discuss my experience so that we could come to an amicable resolution. I talked with her in-depth about my frustrations and concerns with the experience, and that we would talk further once my delivery was made. My movers arrived at 1:30pm. The movers themselves were wonderful. All of my items arrived safely and with care. They also took extra care while unloading into my storage unit to ensure I had access to certain items if needed while they were being stored. Theresa and I further talked post-delivery. She validated my concerns and my experience, and we were able to arrive at an amicable resolution.

I normally do not do “bad” reviews, but in this case, I will make an exception. We hired AVL to make our move earlier this month from Acworth, GA to Little Egg Harbor, NJ. The process started out great and Warren, the sales representative, was great. The problem began immediately upon the movers showing up. First, they had no packing material because they were told we would pack everything. I have moved about 7 times and NEVER have I packed everything in my house. They had to leave mid-packing to go get packing material. Then amazingly after packing about 1/3 of the truck, they announced the stuff in our garage had not been added to the original invoice. From day one they new we had a 4 bdrm, 2 ½ bath, 2-car garage. The next thing I know is I’m being up charged $2700. When I told them I was not going to pay that, the “blackmail” scheme came in. I was then told if I don’t sign the new invoice and pay the additional cost, they would have to tell the movers to stop! So, after waiting for over a month for the move, and having to be out of our home in a few days, they have you by the balls basically. So, I very reluctantly paid the extra $2700. Next came the “massive scam.” The truck they sent was not large enough to carry all my belongings! But the worse part of it was they drove away leaving about a third of my stuff there and telling me I had to pay for another moving truck!! When I talked to their management, they kept stating “you paid for exclusive use of a 26’ truck!” I said, “No, I paid for American Van Lines to move me. I had no idea what size truck I would be need, that was your job to assess.” Then I was told by Rosa, “I would have to pay them for another move, or move the rest myself!!! Who does that to a customer? Luckily, I found a mover heading from Florida to NJ and passing through Georgia the next day. However, I had to pay an additional $3900 for that mover. By the way that moving company (Payless Moving) was great and extremely reputable! Their contact information – PaylessMovingSJ.com (856) 784-3077. So, I say all this just to warn others who may be looking at using American Van Lines. They are basically cons and money grabbers. Using a up charges and blackmail to get you to pay more than the original quote because they have you by the balls when you are in the middle of a move!! My advice, avoid AVL completely if you don’t want to be ripped off!!

The workers were very helpful, obviously knew their job, very organized!! Unlike previous movers I’ve used, they treated my furniture with care as if it was their own. I will use them, if necessary in the future, and will highly recommend them. This goes for the movers and the office staff—all very efficient. Thanks so much.

On time and took great care to see that everything was well protected and organized.

My move was made less stressful due to the level of care and efficiency of the movers. I would definitely recommend this company if anyone has a move in their plans.!

Pre-Communication, Competitive rate, customer service, extra care in wrapping my delicate items.