American Van LinesReviews of americanvanlines.com

Team was very careful with packing. Treated my stuff carefully. Timely information. Delivery went well.

My furniture was packed and delivered with great care! The movers showed up on the day they were supposed to come. I was kept notified of their progress on the way here. They were polite and efficient and very helpful. My only negative comment Is that I got less than 24 hrs notice about both pickup and delivery and they wanted to make changes to those dates with short notice due to an equipment problem.

Driver and crew did a very good job. Communication from the main office could use some improvement.

The people were knowledgeable and pleasant. All my items came in good condition. The delays in the pickup time is the reason for the 4 stars.

Good communication. Driver kept me up to date on move out and move in dates. Accommodated some last minute items not on our packing list. Worked quickly.

Updated: February 6, 2024 Shortly after my review, I was contacted by a representative from AVL. They were persistent in their attempts to learn more about my experience and to find a way to compensate us that would restore our faith in the company. The representative was attentive and apologetic. Her interest in making things right was evident in our conversations. I’m pleased to say that we have reached an agreement with American Van Lines. I am impressed with the level of concern demonstrated by AVL. Even though our move was more than 1 1/2 years ago, they were committed to achieving a resolution. I didn't expect this truly positive outcome. I am writing this review for a move that took place two years ago. I was not able to provide the exact date on this site. I have been putting this review off because I didn't want to relive the experience; but here goes. We were moving from northeastern Pennsylvania to San Diego Our conversations with the American Van Lines were initially very positive. There were no issues until the day of our pick-up. On the day prior, the driver called to say he'd be there earlier than expected. We accommodated this change with some difficulty due to an airport run. The day of the pickup, the driver informed us he was having trouble getting his local crew there. They were stuck in Philadelphia traffic. After waiting a couple of hours, the 2 workers arrived. The driver was on the phone trying to get a supervisor to advise next steps with a limited crew. While he was waiting for an answer, the two men began moving furniture from the 2nd to 1st floor. There was some damage incurred during this process. The driver was annoyed because he didn't approve their actions. The decision was made NOT to load the truck until the next day because they couldn't assemble a full crew. The next morning, a brand new crew arrived with the driver and the truck was packed without incident. The men were professional and courteous. We didn't hear from AVL again until we were in San Diego, in our empty house, two days before the last day in our "window". I had to call them, because there was no contact about a drop off day. After more than seven attempts to get answers from customer service, I contacted our driver. He expressed shock that we didn't have our delivery. He explained that after he'd picked up our things, he drove to North Carolina for a family event and ended up in the hospital with an emergency surgery. The truck was picked up there and driven to the warehouse in Pompano Beach, Florida, where it sat for more than two weeks. No one informed us that this had happened. Even when I finally got a human at customer service, I received no information. It was our driver who provided the details. It seemed that it was my constant calling that got things moving. A new driver was assigned. All our things were moved from the original truck, to a warehouse (assumed), and onto a new truck. It was twenty-five days from pick-up to delivery, during which time we had no furniture, and only what we brought in our car! The outcome: The men who unloaded our things were good, very professional. They moved very quickly, which made checking our 200+ boxes, set in the house and garage, impossible to check against the many paged invoice. The movers don't sit around waiting for you to make sure everything arrived Unfortunately, during the course of the initial pickup and delivery, approximately $3000 worth of claims due to both damage and loss occurred. There was solid wood furniture that suffered splitting and cracked edges, due to conditions in the moving and warehouse storage process. One aluminum console table had been wrapped with a blanket and thick rubber bands, was collapsed and irreparable. Wood pieces had chips and deep gouges. Class shelves were chipped despite bubble wrapping. A fireplace lid was crushed. There was no information on how many times our things had been moved. We had thankfully opted to purchase third party insurance. Thank goodness. This was a most awful experience. The nice men whom we met during the pickup and delivery, unfortunately do not make up for the horrendous experience in trying to deal with customer service. We were offered (and accepted) a mere $300, after requesting to speak with a company manager, for the "inconvenience " we incurred. To be clear, we had read reviews and American Van Lines was listed in the top 10 companies for cross country moves. I later learned that a friend had also used them with similarly negative experience (loss of several boxes) and no recourse. Final note: Just yesterday, we were looking for our pressure washed for the first time since our move. Sadly it was never delivered and it's way past being able to claim. That's on us. I hope this painful review helps someone else avoid a similar situation.