American Van Lines Reviews

The driver only took a break to eat lunch but the Wisconsin crew could have been a little better. They took a lot of breaks. But the ones in Georgia had everything unloaded quickly to the rooms where I wanted it. They communicated well. They didn't take nearly as many breaks as the ones up in Wisconsin did. I highly recommend American Van Lines. Not only was everybody professional and great to work with, but everything arrived in one piece. Nothing was stolen or broken, and it was reasonably priced.

Depending on how far in advance you do it, they'll call you every week or two to see if anything's changed, is there something they need to add, or something they need to take off. Once the time comes for the move, they'll call you the night before again to do a final checklist, and then to tell you approximately what time you could expect their vans to show up to move you.

The movers came in and did what they had to do. They took off stuff and disassembled furniture so it could fit, and then put it back together again. They were very nice guys. They were very professional and polite. Everything was very good. I had a good experience. Hopefully, I don't have to move any time soon. But if I ever do, I will use them again.

I requested multiple times setting up the move that a box be put in place for a very expensive large TV that we have. A box was never brought in and they just wrapped it in blankets. Thankfully, the TV was not broken but that was unacceptable as that was my biggest concern setting up the move, and I was assured that they would bring a box. And secondly, when the movers were packing our house in Key West, they placed blue plastic wrapping paper for the boxes on our stove. They were playing music loudly in the house and the stovetop dinged because they hit the knob to turn it on, being an electric stove cooktop. And the kitchen started smoking. It seared the plastic onto our glass cooktop and ruined the stove, which was almost $2,000. As we're trying to sell the house, we're having to replace that stove for the next buyer.

When I was able to talk to a live person, everything went great and my questions were answered. And so far, everything's been resolved, just pending this claim for the cooktop. The pickup was on time but the delivery was 30 minutes late from the window I was given, but that was due to Dallas traffic. I was charged though almost $1,000 extra for a smaller pickup vehicle because an 18-wheeler wouldn't fit in any of the communities in Key West the way they're set up.

During the actual move, the crew called me to confirm the appointment and they called me when they were on their way. They arrived, prepped everything, told me what they needed, what was going on, and at the end, I gave them the money. The insurance coverage was not very good but the movers were reliable. I told them what to do, especially with paintings and the designer furniture. So they wrapped everything in blankets and I did not have a need for additional insurance. All in all, it was a completely smooth process, which is not very likely if you select a mover here in Florida.

We lived on a cul-de-sac and we had two 18-wheelers in the cul-de-sac because one was being loaded to go to Colorado to my son and daughter-in-law and one was being loaded to come to our home in Florida. In Florida, there were three stops here, and everything got off like it was supposed to. It was a busy day. There was a lot of activity going on and that was somewhat stressful, but it went pretty smoothly.

I was impressed by the movers' productivity. Some of the boxes were heavy and they were able to handle them well with no damage. They did a great job. They packed everything well and there were no additional charges, which was great. I would highly recommend American Van Lines. I was very happy with the people that were there helping me, and everything got delivered as it was supposed to and on time. I couldn't be happier.

There were ridiculous requests like, "Can you guarantee that an 18-wheeler could fit in your neighborhood?" I thought it would be fine in my new neighborhood. But we weren't there. It was a cross-country trip. I couldn't say how low the branches on the trees were. And they insisted that we have this absurd window that was impossible where the pick-up window was three days. But the drop-off window started the second the pick-up window ended. You have to book plane tickets or drive cross country. And not possible to be there for the last day of the window and for the last day or the day after the last day of the window. And the guy I worked with seemed to read off the script.

They ended up telling us a bit ahead of time when they were coming. But it changed. They came late. They wanted to come later. That wasn't okay. They wanted to put it up over two days. The packing up of the truck was also not okay. And then when they left, they said, "I'll be there in a couple days." Not true. If we had known that, we would have painted our house before the moving truck came. But we thought they would get here soon. So, we had over a week of killing time waiting for them, staying at one Airbnb, and the next with family.

In the meantime, I had been working with a woman named Kiara at the office. She sent me an email that says, "I will be managing your move." I kept asking her about the boxes. We also had some crating to be done. The crating company was moved twice. Finally, we got one crating company that finally came out and crated a painting. Every time I called her to clarify on the move and on the dates, I was transferred to her, then somebody else would come on and say, "Well, she's busy right now. She'll call you back." She would never call back. The only time that she made contact with me was to make sure that I had a bill and that I was paying my bills so we could just move.

We had the same mover five years ago. So, that was really good. We got treated really well. But there was nobody following up on the crating. So, instead of calling American Van Lines, which is customer no service useless, I found a number for the person who was crating at the company. They said, "Oh, we never received a notice that you were there. Otherwise, we would have sent somebody out." That was two weeks. There was no follow-up. We paid $339 for the crating. We went ahead and uncrated it ourselves. Hopefully, not do any damage to the painting.

In the meantime, because of all the issues we had with them, American Van Lines gave us the $350 credit because they realized how badly they messed up our service. American Van Lines moved us from California to Florida five years ago and they were great and that was the local company out of Rohnert Park. The company moving us out of Florida, once you get through the initial customer service, they transfer you to whoever is working the specific account and that's where everything gets bogged up.

They gave us an initial quote for $10,000. But the sales guy underestimated the cost of the material. When the trucker got there, he had to re-estimate, and it cost us $3,000 more. Thank God that we could afford that. The sales guy reminded me of one of these salesmen who talks fast, treats you really well, and promises you everything but doesn't deliver. Also, American Van Lines don't return calls. They transfer people and say, "Oh, she's with another customer." If she's with another customer, then I understand that she'll call back. But three days later, there was no call back.