Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 18th I had contacted the company about having to move my stuff from ***** to ************** had to reschedule a move a couple times because they took $****** my money and they wanted more money which is fine they came to my storage unit which I had sold 90% of my stuff out of there so I can make the move and be my lot of space I was allowed which is *********************************************************************************************************** there and some boxes which is incorrect because they did know cuz you have to tell him exactly what you're going to have when they move their stuff well they want another thousand dollars because they said I was over my amount which I was not and I'm like I don't have another thousand dollars they took off and left never picked up my merchandise and now I'm still stuck paying for the storage unit then without that money they owe me back cuz I feel like I need to have refund on that money so I can go pick up my stuff personally I can't afford more extra money they want me to spend so it'll be like $2,700 to move a little bit of stuff that's ridiculous I've tried disputing it with them and my bank and they are not budging at all and I don't think that's fair to me it's not like I'm asking for a million dollars I just want my ****** back

  Business Response

  Date: 08/22/2024

  Our office has been in communication with ************************* and together we've discovered that she never booked a move with American Van Lines but she actually booked with ************************************ Therefore, we're asking that this complaint is closed and removed for our rating. 

   

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is our second complaint filed against AVL. Same move, new issue. Once we informed AVL that we would not be using their storage facility as originally planned (storage has not yet begun) and would like our household goods shipped to a facility of our choosing, they immediately ceased contact and refused to answer or return our calls. They did, however, send us an invoice detailing the price for the storage of our items, demanding that we sign the invoice and agree to the fraudulent charges before they would release our belongings. Prior to receiving this invoice, we had told our assigned AVL coordinator very clearly that we no longer wanted or needed their storage services. We had discovered that they had been lying to us about the entire move from the very beginning. When we initially scheduled our move, we were told that our items would be stored in an AVL facility in **************, and seeing as they have not left ******, where we are moving from, there should be no issue in delivering them to a different facility in **. We know that they have not left ****** because of tracking devices. The entire reason we decided to use an independent storage company is because of AVLs terrible service and deceitful tactics. AVL is obviously refusing to speak to us and holding our items hostage in order to claim that we have been using their storage facility and are obligated to pay. We did not agree to have our items stored in ******, we were told that we could switch to a non-AVL facility at any time, and the facility of our choosing is in ** where we were told our items would be trucked to regardless. Thus, there should be NO issue in delivering them to the facility that we have chosen. Im sure AVL will claim that they have been trying to contact us in regard to all of the issues weve been having with them, but this is a lie. There have been zero phone calls, emails, or messages on their part; they have only ignored or refused to return our calls and emails to them.

  Customer Answer

  Date: 06/17/2024

  I have been in very sparse, inconsistent, and unproductive contact with the company, but no resolution has been reached or proposed. 

  
  

  Business Response

  Date: 06/21/2024

  Our office has worked with Mr. ******* and in doing so have reached an amicable resolution to our concerns. 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American VanLines did a bait and switch on our move. The mover kept changing the contract, and adding more money after we signed. Very upsetting

  Customer Answer

  Date: 03/21/2024

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 05/09/2024

  It appears that ************** is attempting to mislead the public regarding the circumstances of the move. This move was not for ************** as she was only the ***** of ********* Prior to any services being rendered the shipper had signed a "New onsite Estimate". This estimate states the estimated was issued @ 8:22AM and work didnt start until 9:14 AM (see attached). These allegations made ************** are not only false, but are not even about her move. 

  Customer Answer

  Date: 05/09/2024

   I am rejecting this response because:
  
  How am I misleading the public? How is the move not regarding me when American Van Lines moved my items from my apartment in ************** to ******? yes, my partner, whose stuff you also moved, lives with me as we both relocated from ************** to ******. Yes, my  partner is the one who paid for the move but I also had to deal with the horrible and stressful services rendered to us. 
  

  On 5/9/24, I received a phone call from American Van Lines threatening me with legal action for making defamatory statements regarding the company. Phone call transcripts from ******** and I conversations with ******************************* will demonstrate the lack of attention to detail and the pure disregard for our moving needs. We had to instruct Jovan on multiple occasions regarding typos on legally binding contracts and lack of accountability of items.  In addition, an ******************************* supervisor was supposed to follow up with us back in March after investigation but failed to  do so. 
  

  Therefore, American Van Lines needs to stop threatening me as I will NOT remove my review. Other individuals need to be aware of my experience so they can make informed decisions regarding their move. My partner and I endured significant emotional distress from the lack of communication from American Van Lines. Therefore, before you call threatening me, please rest assured that  I am NOT afraid  and will NOT back down. 
  My review is honest and true. I am entitled to my freedom of speech.

  Maybe instead of trying to threaten people, use your energy in improving customer services. And next time ********************** or a representative calls me a liar, I will ask the courts to subpoena the phone transcripts to demonstrate how incompetent your staff is. 
  

  thanks