American Van LinesReviews of americanvanlines.com

>> 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.)

Perfect experience

Jon and his partner showed up on time, delivered on time they are great guys. They had good attitudes and were very efficient. Really good experience.

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

In short, RUN. I have three main complaints about this company. 1) You're not necessarily hiring who you think. American Van Lines did not have a smaller truck available on the date of my cross country move despite paying extra and booking it several months in advance. The company then contracted out my entire pack/move to another company called JT Express Moving without my knowledge. This caused major communication issues once our truck broke down. Customer service at American Van Lines kept telling us specific days our truck would arrive without communicating with the company who actually owned the truck. We we're told our truck would arrive Saturday, Tuesday, and Wednesday forcing us to rebook rental cars, hotels, and flights three different times. The truck did not arrive until Thursday. 2) The cost of our move was substantially under estimated and the full price was not given until the morning of the move I believe this is an intentional bait and switch tactic. I went through the entire booking process on the phone which involved telling the company what furniture we had in each room of our apartment. They only asked about furniture items and pictures larger than 2 feet. The estimate process took about 45 minutes. I was quoted approximately $6,000 to pack and move our belongings. On the morning of the move the crew showed up and checked the furniture in each room, everything was accounted for to my knowledge. I then got a call informing me the crew could not start the move until I signed the new estimate now at about $9,300. I was told the extra $3,300 was for unexpected packing supplies and that I may get refunded the difference if they didn't use everything. With everything scheduled around moving on this day there was nothing I could do but sign the new estimate. I, days later, was told it actually had nothing to do with packing supplies and the extra charge was for plastic bins we used to store our clothes in. 3) The crew hired for the pack and move was not efficient They arrived at 8am and by the time we left town at 8pm they had not fully cleared out a single room of our 1,300 square foot apartment. The crew member in charge only spoke fluent Bosnian and we could not communicate with him except through Google translate which created great confusion. This does not even elaborate on the poor customer service I've experienced since expressing my displeasure with this company. I would strongly encourage anyone looking to hire movers to pass on American Van Lines.

The people made the experience great. Everyone I dealt with was professional, knowledgeable, and kind.

The driver, Bruce, I wanted to call out for most exceptional service. My mother 81, and was extremely anxious about sending her whole life's dearest possessions with strangers. As Bruce worked, packed and loaded (which in itself was challenging) he spoke to her and eased her anxieties entirely. I cannot express how grateful I am for that. My mother insists if she ever moves again, she will only use American Vanlines and will specifically request Bruce. I myself want to express how extremely pleased I was with Bruce and the whole experience he provided. Packing and loading was the job, but alleviating and elderly woman's anxiety, that is a whole other character that not many possess. My highest appreciation to Bruce, and definitely 5++++ stars.

From start to finish it the movers made this easy and less stressful. They went above and beyond. Renee scheduled my move and was almost spot on estimating the weight. The movers arrived and Chris was in charge and we walked the house and he was happy I had already boxed everything. Wade the driver was great, so polite and professional and nice. Tried to put my nerves at ease. Jarvis was also great, professional and polite and so nice. They were such hard workers. Thank you.