American Van LinesReviews of americanvanlines.com

After working with Theresa the account was updated and all issues resolved.

Toni Hastings did a magnificent job of estimating my cost and helping me prepare. I was however, surprised to learn that a subcontractor not American Van Lines, (AVL) would be moving my goods. The other agents of AVL to which I was assigned failed: Namely, Sarah (Customer Service) and Sabrina (Quality Assurance). If I was able to speak to them on the phone, they were in too big of a hurry to talk to me. Cecily however, answered the phone (and returned my call) when I needed AVLs' help. This was because the driver, Maurice (subcontracted by AVL), jack-knifed his truck blocking the road to other homeowners and to my home. In my initial conversation with Maurice, I told him it was a tricky road, and upon seeing the road in person, he underestimated the capabilities of his equipment. He tried his best and failed. At the time of the accident, I was en route there, and my fiancé, Janet, was there to receive the delivery. She had to rent a U-Haul for Maurice (which AVL should have done in the first place) so he could bring my goods the last mile to the house. In the long run, the scheduled delivery was 12 hours late, but Maurice got the job done with a U-Haul truck and 2 helpers. Maurice reimbursed Janet for the U-Haul and very kindly accommodated the inconvenience of my not being able to enter the storage facility that night. We did successfully offload the goods at the storage facility the next morning.

The movers were professional. They loaded and unloaded promptly and all items arrived without any damage.

Bruce (great driver), but wished the inventory was recorded in a digital format so it would be easier to complete upon delivery and for expense reporting.

Almost 5 stars. The customer service person assigned to us did a good job and the movers were excellent, hard workers that never stopped for a moment.

>> Update: We obviously had issues with the move, but the company has made an effort to come to an amicable resolution. << My family decided to hire American a Lines to move us over 1,700 miles. Their reviews were positive and the pricing fair. The details were confirmed and we were very clear about our timeframe to vacate the property. 24-hours before our scheduled move I was informed by a manager, Rita, that our moving truck “broke down.” Initially she said it would take a week to reschedule, when I emphasized the seriousness of the situation she said they could squeeze us onto the schedule in a few days (“it’s their busy season”). Rita was not very apologetic about the problem and became stand-offish when I explained that their company was causing a serious domino effect to occur in 2 families lives: we couldn’t leave on time which prevented the new tenants from moving in, plus we had to reschedule hotel reservations in 3 different states! My husband and I debated what to do and ultimately were forced to find another long distance moving company to get us out of the property ASAP. When we contacted Rita a couple hours later to inform her of our cancellation and discuss compensation for the unprofessional business practice, she would not return our voicemail. I left another message the next day, still no response. Finally I contacted the customer service person who helped arrange the move and he tried to assist, but all the managers were “unavailable.” Eventually our deposit was refunded, but no one is willing to return our voicemails to discuss reimbursing us for the costs associated with rescheduling the move. We are not asking for an unreasonable resolution, but due to this company’s negligence we have incurred OVER $5,000 in additional expenses to move! American Van Lines has the financial responsibility to reimburse us for this cost. (Additionally, if we had not been able to vacate our house by the agreed upon date we would have been liable for breach of the rental agreement with the incoming tenants.)

The amount quoted at the beginning was way more than expected, my load got here on time but very dusty all in all not so bad, thanks

We are a repeat customer. Only concern was with communication since our items were not delivered for almost 3 weeks after they were picked up. It would have been nice to get a text message stating that they were still working on a delivery date than to not hear from them at all.