American Van Lines
Reviews and Complaints

Can not get a straight answer or even a call back for that matter. Picked up our stuff five days and no one can tell us where it is or when it will be delivered. Getting very angry...will call every 20 minutes until they get sick of me...

I am owed a refund and I can not get a response from AVL.
I have called and left VM, I have called and requested to speak to managers and been hung up on, I have emailed Don Otis and gotten nowhere. I would like a refund.

1: I was given a "Binding estimate" of $2489.05 7/1/2011, -Paying $1034.88 in deposit.

2: I called (Mid Aug) requested for the movers to pack my kitchen dishes, a few paintings and mirrors, "maybe up to ten". He quoted me $175.00

3: The pick-up date was set for Aug 19, but was flexible to the 20th. I was called on the 19th and told they would not arrive until the 21st. A complete inconvenience, I had to clean my house and fly out, I was left with NO time.

4: The two men that came to my house were nice but could not speak any ENGLISH. They left, I received a text stating I was over weight by 720LBS. @.83 per LBS = $597.60

5: I received an email from Customer service stating my remaining balance is $($2408.71) WTF?

6: I requested a reweigh because I was not sure if the weight was correct -Aug 2011

7: I was contacted on Wednesday 31/08 by "John" from Trans-United Logistics saying that they would arrive Friday afternoon or Saturday. I was contacted on Saturday at noon by "John" who was RUDE, Yelling, and being VERY vulgar, would not even let me say a word or ask a quewstion and unprofessional, saying they would not arrive until Sunday 8am-12, at 11:58 Sunday 4/09 I got a call from the driver saying they would be south of my house at the weigh station in approx an hr (weigh Station was 45 mins away from my house)

8: I paid $2408.71 in cashiers check to the Driver (or they would not release me my belongings) and then followed them back to the weigh station, I was only over 540 LBS (not 720)= $448.20. not $597.60 diff of $149.40 not the 331.34 I HAD to pay over...
Still... somewhere they tacked on $182.03?

I have reported to BBB and am waiting a response, I also feel I should be compensated my distress and extra work I have had to do just to get my goods moved. "I'm sure that will never happen"

I will NEVER recommend anyone use AVL for anything!

Quoted price: $ 2, 489.05 total paid: $3, 452.59
Deposit - $ 1, 043.88
Remaining = $ 1, 454.70
Add packing + $ 175.00
Extra LBS + $ 448.20
Total owed = $ 2, 077.37
Total Paid $ 2, 408.71
Refund due $ 331.34

- My furniture is badly damaged and/or stained.
- The pickup occurred one day late. The delivery occurred nine days late. American Van Lines offered me $200 in compensation which is 2/3 of their stated compensation rate of $30 per day (X 10 days).
- I missed two days of work (16 hours) due to scheduled pickups and deliveries that did not occur (my current salary is $53.61 per hour). No one called to inform me that the dates had changed.
- It cost me approximately $80 for lodging on the last day of the pickup window. After I called numerous times to ask of the driver's whereabouts the drivers finally responded and kept pushing the pickup time later and later into the evening. They eventually did not show. Had they informed they could not make it vs making empty promises I could have cancelled the hotel for that night.
- It cost me approximately $84 per day for three days of lodging AFTER the delivery window closed.
- I was forced to sleep on the floor of my home for six days AFTER being forced to check out of my hotel due to their being full AND due to the company only offering me $30 per day (which they did not honor in their compensation offer) for being late which would not cover the cost of a room.
- After spending several nights on my floor I now suffer from back pain which forced me to take additional days off of work.

As a federal agent and former member of the US Air Force I have relocated across country on several occasions throughout my career. I have yet to file claims or seek compensation as of result of ANY of my previous moves. As a man of integrity I can honestly state American Van Lines has afforded me the absolute worst, costly, and stressful moving experience in my entire career. - AVOID AT ALL COST -

Nightmare – do not use american van lines – here’s what I went through:
This was the worst moving experience I have had (And I have moved 4 times in the past 5 years).
When I first spoke with my representative, don otis, regarding a moving quote, I was told that since I was one of the first people to be booked on my particular trucks, I would be given "customizable" delivery dates — a 5 day window instead of the usual 10-14 day window. My contract showed that pick up was to be on june 22 or june 23 and delivery between june 25-29.
On friday, june 17, I received a call from customer service. She said there was going to be a truck coming through oklahoma city on monday, june 20. I was asked if there was "any way" that I could have my things packed and picked up 2 to 3 days early. I was on vacation that weekend, changed plans and came home to oklahoma city early to finish packing. I took monday, june 20 off work since they were coming to pick up everything, and I booked a hotel room for both monday and tuesday night since I still had to be in oklahoma city for work and I did not expect to have a bed (Or any other belongings). I was told the pick up would be between 9am and 12pm on monday, june 20.
No one ever came on monday, june 20; I also never received a call from my representative, from customer service or from the driver explaining why they were not there to pick up my things. At 12:15pm, I called avl customer service, who had absolutely no explanation as to why my pick up did not happen. They claimed to call the driver, but "could not get him to answer his phone"... This went on all afternoon on monday, june 20. No one, at any time, was able to get in touch with the driver.
Tuesday, june 21: still absolutely no explanation as to why my pick up did not happen. I had spent hours on hold with customer service with absolutely no responses or explanations on monday, so on tuesday I called my representative, don otis, and asked him to try to help get me answers. After several hours, I received a call from don, who said he had spoken with my driver and that my pick up would be between 3:30-4:30 pm on tuesday, june 21. (In the meantime, kevin, from customer service, called to ask if my pick up had gone smoothly the day before — the lack of communication and irresponsibility of avl was such that your own customer service rep, the one assigned to my particular move, did not even know whether or not my pick up happened. At 4:30pm, still no one had arrived and I had received no explanation. A total of 16 calls were made on june 21 to customer service and my representative, and not a single straight answer was given to me. I was given the driver's phone number on that day as well; I made 8 calls to the driver and sent 2 text messages; linton (The driver) did not answer a single call or respond to a text message. He finally called at 9:06pm on tuesday saying that he was still over 3 hours away from oklahoma city and would be there the pick up my things at 6am on wednesday, june 22. Why was I told that pick up would be between 3:30 and 4:30 pm if at 9:00 pm the driver was still 3 hours away — I received nothing but lies all day long.

Wednesday, june 22: after swearing that they would be at my house at 6am, the driver/van did not show up until 6:40am. To make matters worse, it was one of the most unprofessional situations I had seen. The driver had an adult assistant/helper, as well as two children, ages 10 and 11, who helped them carry boxes and load the truck — unprofessional. The kids were yelling and screaming going up and down the stairs, awaking neighbors.
When speaking to linton, the driver, I asked why he was 2 days late without ever calling me. I also asked why he had not answered his phone whenever customer service and dispatch had been calling him for the past two days. He said that he needed to get more gas for his truck and that avl had refused to allow him to charge any more fuel on his fuel card, so he got mad and refused to drive or answer his phone.
As a driver for a huge, national company, I find it very hard to believe that #1. The company is not aware of gas mileage of their trucks and do not give the drivers money for fuel to cover their trips, and #2. That the drivers actually run out of gas this often (As you'll see below, I was told on another occasion that the driver "ran out of gas" and this is why he was late with the delivery). He also said he was in a place with poor cell phone reception and this was why he hadn't answered my calls — I don't believe you can find a single place in the usa that doesn't not have cell phone reception for up to 12 hours at a time — again, endless lies.
During my pick up, I asked linton when he thought my things would be delivered in florida (Again, my signed contract said june 25-29 were my delivery dates). He said he did not know about the delivery date; when I told him about my contract, he laughed and said the company "lied to me" about customizable dates. He called dispatch right then and when he got off the phone he said dispatch told him my things would be delivered by the 29th of june. He finished the pick up and was one his way.
Thursday, june 23: I received a voicemail from kevin with customer service, "confirming" my delivery for "6/29." he also said, "of course, if there are any changes, we will call you."
As my confirmed delivery date approached, I made my way to florida. On june 28, one day prior to my, again, "confirmed" delivery date, I had not received any calls to tell me a time frame for my delivery the next day. I made 23 calls to customer service on tuesday, june 28, and at no point that day was I told where the driver was. I also called the driver 4 times that day and sent him a text message — no response at all. After spending the majority of the day on the phone with customer service, kevin from customer service called at 7pm and said my delivery would most likely now be on friday, july 1.
Please note: throughout my quote, pick up and delivery disaster of a "process", I was told repeatedly about "confirmed" dates, promised to be called if there were "any changes to the schedule," and at no time in the entire process was I notified of changes without first spending hours on the phone trying to get information. There was not a single instance of customer service taking initiative and calling to notify me of changes. Kevin assured me he would call me back on a daily basis, and not a single time did he follow through. I eventually spoke with a customer service "manager", andrea, who also promised to make note of kevin's behavior and she said she personally would call me back at the end of the day with information... Again, absolutely no response from andrea as well.
Thursday, june 30 - saturday, july 1 — a constant run around of lies, lack of answers, confusion. Again, the driver "wasn't answering his phone", I was never told where in the country the driver was, and my delivery date somehow would get bumped by "a few hours" to "the next day" on a daily basis. I understand that things come up — delays, flat tires, running out of gas... But the amount of times I was given the same excuses is unbelievable. Kevin told me that they ran out of gas and that was the reason for the delay — running out of gas may delay things by 3-4 hours, but in no way do I believe this is what resulted in a 4 day delay past my "customizable" dates of june 25-29 as listed on my contract. Over these days, I called avl 19 times and received no definite answers; I called linton, the driver, 2 times with no answer
Again, I still received no answers regarding where he actually was and why he was 4 days past contract.
When linton finally did arrive, at 3:30 pm on sunday july 3 (With contract delivery dates of june 25-29), he again had the same two young children with him. After a few hours, it appeared that most of my things had been unloaded, the movers had not come up with boxes in over half an hour, and I was unpacking in my apartment. Linton had not come up for me to sign the final paperwork. I was about to have to leave, so I went down to find him.
When I walked downstairs, the avl truck was still outside but linton was nowhere to be found. Then I saw the two young kids carrying boxes up the stairs of another building of the apartment complex. I walked over and found a man in a budget rent a truck and told him I was looking for my movers. Right then, I saw linton coming down the stairs of the neighboring building. He laughed when he saw me and said he was "doing some moonlighting, a little extra side work." — he had not yet finished my job yet he had found a way to make extra money on the side helping to unload someone he did not know. I told him I now understood why he was 4 days late.
Linton came upstairs and I signed my paperwork; I assumed he then went on his way. Over an hour later, I realized that I was missing a table. I immediately called and sent him a text message about it, then walked outside... Only to see that his truck was still there! He was still unloading for other, random people, delaying all the other avl paying customers whose things were still on the same truck mine had been on — completely ridiculous and unprofessional.
I have never dealt with a more unprofessional, disrespectful and unorganized company. Save yourself from stress and fury – use someone else!

Moving is one of the most stressful things, you put your trust into complete strangers and hope that they live up to their company's name and treat other people's life belongings as if they were their own. I called this company for me and my 2 toddler daughter's big move from Miami, FL to New York without knowing that my 1500 dollar move will end up in a lost of over 5, oo0+ dollars and depression. Being a single mother of 2 little girls i wanted a better life so i decided to relocate. Our entire lives were placed in a warehouse for a Month, it was picked up a week before our move so we will have it upon our arrival, instead we got NO calls for an entire Month, i had to call weekly to know what the status was on my delivery. When finally a Month passed and my stuff arrived, i was told by the driver that one box was not delivered and left at the warehouse due to the claim that something had spilled in the box, only to find out it was the box with my kids' gaming devices, $2, 000 worth of devices, ipods and games for the PSP, Nintendo DSI and New Nintendo 3D my oldest got for her birthday the month before the move. Not to mention all my furniture was damaged, it looked as if my belongings i worked all my life for were involved in and earthquake...treated WITH NO CARE! I was told by John the driver that i had 30 days to claim my property (the box) so when i called the next day i was told per the CSR rep that the warehouse manager "threw the box away" Who gave him the right to throw my property away damaged or not? As a result, i filed a complaint on their website according to their process and have yet to get a call back...it is a daily struggle and a very sad situation especially knowing that i am unable to replace those things my kids loved most. I am reporting this company to the BBB as well as filing a police report, very rude and UNPROFESSIONAL people working there and i will do EVERYTHING in my power to make sure the public knows about this. DO NOT let it happen to you and your family. They simply DO NOT CARE.

-Jessica Barbuto

This company is the worst. They lie, they weigh your furniture four times and tell you each time they re-weighed it the furniture weighs more than it did the previous time. Did my things gain weight while sitting on the truck?
They damage your things and lose (steal) your property. American Van Lines delivered my furniture two days late: on a Sunday - when they originally promised it would be delivered on Friday. I lost a day of work at my new job waiting for the movers, who decided they could not get it there on Friday and called me at 5:00 pm Friday to tell me it would now be there on Sunday. My condo association does not allow move-ins on Sunday. Their reaction? too bad. They threatened to leave my stuff in the street. I had to pay for a maintenance person to come in on his day off plus I had to pay a fine to my condo association because they did not want me moving in on a Sunday. These people could not have cared less.
Use anyone but this company.

I hired American Van Lines for my move from Salt Lake City to Atlanta and it was a terrible experience. They hired a subcontractor who then hired their own subcontractor. When he showed up at my house he insisted that I hadn't packed my items properly and that I needed to buy moving boxes from him or else he wouldn't put them on the truck. I told him that I was fine with the way that they were packed and I would assume liability for damages. He charged me between $15-25 for each cardboard box. I don't think that a shovel and rake worth about $10 each needed to be packed in 2 boxes for an additional $50 but I needed to move that day and didn't have a choice.

It took almost 3 weeks for my items to arrive and when they did he had lost my new $400 bike. Unfortunately when he picked up my items I had to sign an agreement that lost/damanged items would be valued at 60 cents per pound so after much back and forth with their claims department they offered me $24. I've tried to reason with them hoping that they would see how unhappy I was that I paid over $3000 for the move and they had lost an expensive item. The claims agent told me that "I should think of it like I had gone out for a nice dinner only to discover that I had a parking ticket while dining" and that "overall it sounds like I had a pretty good moving experience compared to most".

I also think that they were not honest about the weight of my items. The weight came up much, much higher than the initial estimate that I was given with a complete inventory of my house even though I gave away many large, heavy items after the estimate but before the move. I'm sure they know that there is no way for you to weight a tractor trailer yourself so what can you do?

Long story short, they know that people don't have a lot of leway when the moving truck is at your house and you need to move that day and they certainly take advantage of people. I would advise shopping around for a more reliable company and carefully understanding the carrier's liability before you sign anything or give them a deposit.

Do not trust their word! Please do not book with them and make the same mistake we did.
This is happening to us right now as im writing about it. It has been a traumatic n financially stressful situation for us.
They have no system, they sure do confirm ur order and get ur money/payments etc, but their words of delivery are all empty promises that they cant keep..

Me and my husband booked american van lines about 3 weeks ago. Michael olsen from customer service dept told us the moving trucks would come on the 7th or 8th june 2011 at latest. Trusting his word, we made arrangements to fly out from kansas on the 9th june 6am (Early morning) flight. We also shipped our car out with them on the 6th june arriving on the 9th june 2011 (Evening) and booked our new apartment on the 10th of june. Today, on the 7th of june, after repeated follow ups of leaving voice mails and emails to michael olsen in particular, we gave up trying to contact him and we finally ended up called up the customer service. Today, on the 7th of june, we are being told that no truck/carrier had been assigned to our move, nor will anything be arranged anytime soon. Maria from customer service had the nerve to tell us if we could get someone to 'baby sit' our boxes and our home while we left the state. (Btw, we are alone in this state without family or relatives arnd us except frens who have a 8-5pm job who obviously cannot babysit for our goods at such short notice).. The customer service person michael olsen has still not contacted us.

So we are left out in a corner to deal with all this last min rubbish with the manager leon saying he might be able to work on a refund but that still doesnt solve the problem that what is exactly going to happen to our move now? When are they going to come? We have no idea, and neither do they. All the customer service people are apparently trying to work on this case giving it the priority, but had me or/and my husband even heard from michael olsen of the slightest possibility that this move might not happen by the 8th of june, we would have made different arrangements or we would have booked thru some other company right from the start!

So to whoever whose reading this, firstly, do not book with american van lines. Secondly, do not trust their word. Always have a backup plan, in fact several plans should the move not happen on time. If you guys do end up going with them anyways, I would suggest to have several back up plans ready just in case they come up saying they do not have a truck at the very last minute.

Right now, we have a flight in the next 48 hrs, a house full of packed boxes and furniture to move, without any car or transport to get around the place, a car arriving in our next location by 9th which cannot be changed, and of course, with the existing furniture in our apartment, we cannot get the maintainence ppl to clean up this apartment for new tenants so we have to end up paying for the current apartment and our new apartment. It has been a traumtic journey with american van lines.

AVL lied to me over and over. They promised 3-14 days delivery. They delievered when I was OUT OF TOWN 21 days later! They damaged my goods, denied the damage, gave false information to my insurance company. They will not call me. I even tried contacting AVL headquarters and didn't get anywhere. They didn't have the proper moving equipment at origin. They didn't blanket wrap my piano as promised, they mangled the piano cord, they broke the bookholder and it crashed down and chipped the keys. They lie, lie, lie.

American van lines lead us to believe they are the actual movers! American van lines are actually just brokers, who did not care less >after< our contract was signed! >american van lines was instrumental in turning our joyful anticipation for our retirement move into hell on earth!

From pa to fl - before signing the contract: "jonathan," an american van lines sales rep in ft. Lauderdale, fl, gave us a low quote of $1, 800; and said when the truck is weighed, it might be just a little more. If the weight is less, we would be re-imbursed. He lead us to believe that our items would be picked up by their tractor-trailer*. (More below)
We questioned the sales rep about such concerns as to why american van lines has such terrible consumer complaints on websites. He had what seemed to be an acceptable answer for that, and for every other reasonable, delving question we asked. He gave us a lot of assurance about avl's entire moving protocol.
The sales rep questioned us about our distance from >phila. And bethlehem, pa.< then he "checked" something, and our moving date was focused on the availability of an "american van lines" tractor-trailer passing thru our area. We signed the contract, and paid what we owed in full, which included extra payment for avl to pack some of our electronic items.

After signing the contract & paying, another american lines rep called to tell us we owed approximately $1, 000 more... (Despite our choice to eliminate some heavier items). We paid. Note: there was no truck weight at this time.
Having continuing conversations with the sales rep, he was fully aware that we had contacted our local police, who agreed to block off some streets to accommodate the tractor-trailer*
We made confirmed, fully-paid, non-refundable travel plans for the day after our expected move, which was well over $2, 000. The sales rep was fully aware of our plans.

"moving day"... With an avl confirmed pick-up date via e-mail & verbally, a tractor-trailer never arrived! Instead, avl had sub-contracted a small u-haul co. Truck out of bethlehem, pa, which was 3/4 filled with another person's items. They could not take our items, & they departed. Only having our cell phone for communication, we called avl. For 6 agonizing hours, we begged "marie," "ed," "leon," & customer service to send another truck. >non-chalantly, they all repeatedly kept saying there was nothing they could do!< and they often kept us on hold for indefinitely! Our cell phone was running out of minutes. Since we had a contract, we persisted until 9 p. M. We then tried to get another mover, but it was too late.

Due to avl's care-less attitude, we then had to deal with many disasters - with one being very critical - that happend between 9 pm, and the time we had to continue with our travel plans the next early a. M.
Our home was up for sale and had to be emptied for carpet layers scheduled for the following day and for a showing the following monday.
At this point, we had no idea what was going to happen!

Over a week later, american van lines chose to sub-contracte a small moving co. Out of philadelphia (

What a mess. This company has the poorest customer service I have ever experienced. They lie and do not give a dam about the customer. They will not escalate any problem to anyone in authority and will not give a specific answer to any question! Read the following to learn what kind of service they provide. We were quoted 4-10 days delivery after pickup. After 8 days and no calls except about final payment, I called to find out when our shipment would arrive. THEY DID NOT KNOW! Finally got a guarantee that it the delivery would be made in three or four days. I had to call again to see what day and time the truck would arrive. Was told that truck was going to be here in two days (Friday) and they would call with the time. I had to call again (Thursday)because had not received a call from American Van and found out less than 24 hours to the scheduled delivery that they would not deliver until Monday. Started calling all the companies involved (found out that there are at least three separate companies handling my move) and finally got ahold of the driver. He said he would deliver on Monday. Called the driver on Sunday to get a time for the delivery on Monday and he said he would be arriving between noon and 3pm on Monday. At 12:30pm on Monday I again called the driver and asked him how close he was and he said that the company (American Van Lines) was supposed to call me and tell me it would be Tuesday. American Van Lines picked up my furniture on March 23 and today is April 12. Still no furniture! Supposedly they are on their way right now - we will see if they lied again. DO NOT DO BUSINESS WITH THIS COMPANY!

Last week i scheduled a move with Don Otis of American Van lines to have a pickup in Greenville, SC and drop off at Richmond, VA and Midlothian, VA. This move was taking place on Friday, March 18th and was dropping off on Saturday, March 19th. I was advised by Don that the movers would take care of any disassembling and reassembling of any items needed.
I recieved a call that the movers would be in the area around 5pm, the call was from a lady representing Best Moving group. The first problem is i was NEVER advised that we were going to be using a sister company during this process. The second problem is the drive from Greenville, SC to Richmond, VA is only 6 hours. If the stuff was picked up Friday morning around 10-10:30 how did it take that long to get to Richmond, VA? The company advised us that the cost went up due to packing the items ( I later found out that additonal items were put on the truck and thats what the price up, why was this not mentioned in the call?).
The movers arrived in Richmond, VA at 6:45pm ( in a unmarked truck with no business name) and began bringing the items for that location. 1 of the items was a couch which the mover said he could not get up the outside steps and in order to get inside would have to disassemble the actual couch. Once brought up he said he would be able to reassemble and advised of the process...are you serious? we were told this would be a handled situation! The entertainment stand was not put together as well.
They did leave Richmond and arrive at Midlothian and dropped off the necessary items and then stated that one of the other movers had the reciept and to call the main number to have it e-mailed to me. This was a very dissapointing and unprofessional move and i am doing everything I can to report it. I have just discovered a site called movingscams.com and I am about to to report this incident.

This company is the worst in the world, they will lie to you, cheat you and hold your household good hostage, much like extortion. Gregory lies, Matthew lies, their drivers lie, the whole company is a group of crooks. The unemployed carnival workers they employee will not pack your house, but charge you for it, will not have enough room on the truck and cause you to pay for another move, will not produce evidence of weight, you can never reach the same person twice, they will pick up your stuff in the dark, leave debris all over your house, and yard and street. They will lie and cheat at every turn. They will even sub-contract your additional move out to another company and then they will jack the price. They ONLY want cash or money orders, it's like handing money over to a convict. They use the f word at will and once they have your stuff, you are screwed. They should not be allowed to use the word American in anything. More like Third or Fourth World Van Lines. Use anyone else, anyone else! You don't want the details of my horror story, but is now my mission to everything possible to see this company lose business and fail. They should all be in jail!

I have to say that I am extremely disappointed with the way our move was handled. I've waited a couple weeks to write this to allow myself to calm down from the anger and disappointment that I felt after our moving experience. You see, it wasn't as if only one thing went wrong - everything went wrong. Honestly if the situation hadn't been happening to me, I might have found it comical just how horrible it went. I've used professional movers twice previously (both times United Van Lines, who you can be sure I will return to for future moves) and have never experienced such poor service, unprofessional behavior, and extreme lack of coutesy as I did with American Van Lines. I've outlined my concerns and the problems I experienced below as I sincerely hope that you take action to prevent this type of experience from happening to any of your customers in the future.

Pick-Up

Movers arrived early morning on day 2 (they called the previous day to say that the packing and loading of the truck would only take 1 day) and movers remained at the house until nearly midnight

Movers arrived without packing materials (no paper of any sort), so they used magazines, napkins, papertowels, etc that they found around my house (when my husband asked if he could go buy them some brown packing paper, they told him it wasn't necessary)

Only 2 movers were on site including the driver, who wore sandals and did not do any loading of the truck except for some heavy furniture

Movers were not careful with any of our belongings or the house - they dropped a mattress outside and broke a large potted plant vase

Mattresses were not wrapped or packed in anything so arrived at the new house covered in dirt

No protective flooring material or banister protectors were used - despite what your website claims

A large statue was thrown in the back of the truck with no box or protection - big surprise that it arrived broken at the new house (driver did pay for this out of his pocket)

When looking in the back of the truck, it looked like a bunch of college kids were moving as so many items were not packed in boxes or protected in any way and were haphazardly thrown in the truck.

The movers took at least 2 smoke breaks every hour may have been why it took them so long.

The truck they were using was leaking so much oil that they used boxes to line the road under the truck.

They left obvious stuff in the house like the vacuum cleaner they had taken everything else out of the closet except that.

In Transit

Our belongings were to be stored until our new home was ready for move-in on August 20, but on August 5, we found out that we could move in on August 13, so we attempted to contact the movers (PS Movers) to change our move-in date. We called them immediately and on that date, we were told that their scheduler would get back to us shortly if they could accommodate the earlier move-in date. When we got no call back we began calling daily and leaving messages but were unable to get a hold of them again until August 11. On that date, we were told that their scheduler would get back to us shortly if they could accommodate the earlier move-in date. Later that day, we received a call that said they would be able to do the earlier move-in date and that they would call back to confirm but they never did. Late on August 12, we received a call that they would not be there on August 13 but would be there first thing in the morning on August 14. We received a call at 2 pm on August 14 saying that the driver was on his way and would be there by 4:30 pm. As my husband had to work that evening, we made arrangements for the move to occur at 7 am on August 15 instead.

On the morning of August 14, while we waited at the new home, we received a call from one of the representatives from American Van Lines with our total amount due statement, which turned out to be 50% higher than the original estimate. My husband questioned the new amount as your website promises that the final amount due would not exceed the quote, but the representative said you have no such policy and that the estimate is purely an estimate.

During the time from August 3 August 11 when we were trying to reach PS Movers, we called our original sales representative to see if he could help us get in touch with PS Movers, but we were told that he no longer had our file and that we would need to talk to PS Movers directly. Glad to see that he was serving as our single point of contact for our move as your website promises.

Move-In Day

No floor protection was used so our new carpets and hardwood floors were covered with black dirt, footprints, and dark dolley lines after the move was complete. I have pictures if you would like to see.

3 movers showed up this time including the driver although again the driver did little else than supervise the other movers.

The boxes did not have clear markings on them to designate where they came from so it was difficult to direct movers as to where to put boxes. Those that did have markings had MK (apparently master closet), GB (although we had 2 rooms packed into boxes with this label), or M (for master). Our kitchen and living room did not apparently have labels.

All boxes, even fragile ones, were loaded onto a dolley that was yanked up several concrete stairs to get to the house I am truly amazed at how little broke, but I think it was more luck than purposeful.

The glass top of a desk (that had not been wrapped at all) was completely shattered in the truck.

At least 1 handle is now missing from every set of drawers we have and the movers were unable to locate them in the truck.

The mover lost the screws to the bed so had to go to Home Depot to buy more.

The driver gave us $300 out of pocket and promised to send a check (that we have yet to receive) for the remainder of the items his crew broke.

Im sure Im forgetting some of the atrocities that we experienced during this move, but you should get the picture from the above. Overall, it was very disheartening to have our move handled by PS Movers as your website claims Unlike out of state moving companies that may contract individuals to relocate you, all of our long distance movers are full-time American Van Lines employees. If this was really the case, why did PS Movers not have an American Van Lines truck? And why did the American Van Lines customer service representative say that he no longer had our file?

Gregory from this company is really rude, harassing, and has a mentality of a 5 yr old. If you answer the phone he gives you a hard time about what you know and considering I am a woman, he thinks I am stupid. When I answered the phone the last time, I told him I booked with another mover and he said really, not even going to give me a chance to beat it? I told him he couldnt, he said really, how come? I already saw his estimate of almost 2200.00 dollars to move a 2 bedroom apartment from Florida to Missouri which ended up being about weight and not about CU FT like most movers.
I again told him I booked with another company and he said, "Good luck with the balance on the other end!" and hung up.

Nasty A**, DONT USE THIS COMPANY, THEY ARE SCAM ARTISTS!

I was moving from FL to IA. I was searching for a moving company on the internet and came across this stupid American vanlines. They claim that they are "BBB" rated moving company. I trusted that.

I was contacted by Adam Docktor from American Vanlines and fixed the price and date of movement.

They came one day late to pick up the items. That time itself I smell like it's not going to be as easy as I thought.

After reaching IA, i tried calling them to find out the estimated delivery date as the items were not arrived on the date they had mentioned.

Each time I call their customer service, I used wait for a long time(about 40-45 min) for some one to receive the call...but it was never happened.

I emailed several items to the person (Adam Docktor) wo find out the status. He simplay says, call customer service and the respnse was never positive.

It's been 29 days that they picked up my items in FL and I am still waiting for my items. God knows when I will be getting the items.

Don't trust this company...

In July I went online to find movers to move me from KY to SC. Michael Mowatt with American Vanlines contacted me and gave me an estimate of 1800 dollars, I told him I was on a fixed income and could not afford it. He quickly talked to his superiors and asked what could I afford, I said 1500. I signed the agreement and prepared for my october move. 2 days prior to my move I was contacted by a 'Danny' from American Vanlines, informing me that I had to sign additional papers before the trucks could be sent out, i read the papers and immediately disagreed with the new amount of 2165. Danny assured me and my partner that these papers were only precautions and that I would not have to pay these amounts, also that a refund would take several weeks to process. Against my better judgment and because of this coercion I felt I had to force these documents. Now I am at my new location and being told another price. I was TOLD that my weight did go over my 3000 pound quote by 1000 pounds but my moving price DOUBLED. This whole ordeal has been a complete nightmare.