American Van Lines Reviews

Even the driver and locally hired unloaders openly told us that the company is disorganized and difficult to work with, which only confirmed what we were experiencing. Because of the repeated and unexplained delays, we incurred significant additional expenses. The company offered $30 per day in compensation—an amount that doesn’t realistically cover even basic daily costs. Worse, accepting that payment required signing an agreement not to leave a negative review, which we found completely unacceptable. We declined the offer. This was a stressful, expensive, and deeply frustrating experience from start to finish. I strongly recommend avoiding American Van Lines and choosing a mover that values honesty, accountability, and basic customer service.

Unfortunately, the condition of my belongings upon delivery was also unacceptable. I had both damaged and missing items, including broken dishes, which is incredibly disappointing considering the trust placed in a moving company to handle personal property with care. The fact that items are unaccounted for is especially concerning and has yet to be properly addressed.

The delivery experience itself only added to the frustration. I was given less than an hour’s notice before arrival, which left little time to prepare. There was also confusion regarding payment— I was previously told I could pay one way, but the driver refused that method and insisted on something different at delivery. This placed me in an uncomfortable and stressful position. Additionally, the driver’s demeanor was unprofessional and rude, which made an already difficult situation worse. To add to the disorganization, the driver had to wait approximately an hour for additional help to arrive, further delaying the process and highlighting a lack of planning.

Overall, this was a stressful and disappointing experience. Between the conflicting communication, missing and damaged items, payment confusion, and unprofessional conduct, I cannot recommend this company. I strongly advise anyone considering this service to get all details in writing, confirm payment methods ahead of time, and be cautious when trusting them with valuable belongings.

Called them immediately. Getting the runaround for months now. Speaking with different staff members all telling me different answers. No One ever offered me INSURANCE. No one explained it to me. Not even the movers when they were packing me asked me why I didn’t get insurance!

Finally got a call back after I complained on the BBB website, they will give me .60 cents a pound for each broken item. Yes I am a bit upset. This has been a devastating, disastrous situation. I have THREE boxes that disappeared and a rug and their answer "well we didn't box them so we don't know what was in them!!!" My mom's 1972 painting she gave me, my wedding dress I saved for my daughter. Pictures of my children in frames that hung on my wall. My clothes, pants, shirts. GONE. They haven't even reimburse me for being late for my delivery.

They just called March 8 stating they’ll give me max $724. I stated No what about my tv that you would assured you would walk safely for me?. Calls me back and said an additional $224! My tv was $2,000 though I stated to them $1700. She said she couldn’t do that. I said I need the money from the TV, I would have sold my tv if I knew and didn’t trust this company. I am complaining to you so you can help guide me into legal matters. Small Claims? Transportation Co? Someone different called me back in March stating now the reimbursement is back down to $400? Marni

Dan

Original Review: March 15, 2026

When we called AVL for our move, the salesperson was very friendly and helpful. However, he told me there was a 2-day pick up window, which was honored, and a 10-day delivery window. When I asked him about the "fine" print in the contract where it said something about 30 days, he said, "don't worry about that. I assure you your stuff will most likely be there in 2-5 days", so I signed the contract and paid 1/2 up front. Not too long after we decided to go with AVL, they told us there was a 2-week delay, so they had to give our load to a company I had never heard of that "partners" with AVL. Since I had already paid 1/2 of the money, I was stuck with a company I knew nothing about. 3-days before our move, they did an inventory final check with me over the phone.

I ensured they had absolutely every item on their list that I had. They made me sign a new contract attesting to the list. The movers called me 20 minutes before they got to my house (I was told I would get a 1-hour notice). Before the movers even got our stuff on the truck, another AVL person called me (mind you, they passed me from rep to rep a lot during this process). The new person at AVL said the movers told them I had 19 extra items that weren't on my list and it was going to be another $400! I had my stuff strewn everywhere at that point, so there was no way for me to prove that there weren't extra items. Once again, I was stuck. The main mover that was the coordinator, was friendly and careful with our things. They loaded the truck up on Saturday.

I asked the coordinator when we would get our stuff, and he said he didn't know, because the dispatcher handles all of that. So here I am expecting my things within 2-5 days like the "friendly" salesperson assured me would happen. Once the movers had our stuff on the semi, radio silence started regarding when we would get our things. We were not getting updates of any kind, and I had to hound AVL to get an update. When someone finally reached out to me after I bugged them over and over, they said, "your stuff should be delivered around Wednesday or Thursday of "next" week."

I was in shock at that point, because I really expected our stuff to be there the Monday - Thursday after they picked our stuff up, but now it was going to be another week (at this point, I don't believe them). I am sleeping on the floor in an empty house (and threw my back out doing so) and am buying stuff that I already have on that truck that I don't need, because I was "assured" by the salesperson my stuff would be here quickly, and I still don't have my stuff (it's been 8 days so far). If you are not in a hurry for your stuff and don't care about the extra expenses that will magically occur, AVL is probably no better or worse than any other interstate moving company, but if you use AVL and the salesperson gives you an "assurance", don't believe it.

We have flown to FL on two different times to be there for delivery at great cost to us to be once again disappointed, we have had to call them at least a dozen times with no call backs or simple return of email. Their communication is very poor at best!!! I am starting to now believe that they have lost our items or destroyed or damaged them and are not wanting to own up. However they have good lawyers and contracts that you must sign and also make your payments in advance (which are different than what you have discussed and agreed to with your salesperson, which they say don't worry about what that says.

My only advice is DO NOT USE AMERICAN VAN LINES!!!! YOU WILL BE SORRY!!! My wife and myself are very frustrated with this company, their attitude, no service and now spending two to three times the more dollars with not even our items to show for it which in their agreement they promise at the most in 21 days, well now we are over 50 days and counting!!!!

Original Review: Order # **. I would not recommend American Van Lines, we have had and continue to have a very bad experience with getting our furniture and items delivered. From the start we have been mislead as to where our furniture and items would be stored to an actual delivery date. We were assigned a move coordinator who has changed at least eight times and even when we were moved to an escalation manager over two weeks ago, nothing has changed and forget anybody getting back to you even though they promise to.

We have had to travel on two occasions at a lot of expense to be at the delivery location without any results from American Van Lines which has added a lot of extra cost to our move. If I ran my business this way I would be out of business by now, we have been made a lot of promises which have all been empty or hollow, we are frustrated and tired of dealing with this substandard company. We had a choice of three moving companies and simply chose the wrong one!!! It is so sad that we are now forced to use social media in this way, however they give you no other choice. DO NOT GO WITH AMERICAN VAN LINES!!!

The truck was empty when the movers picked up our stuff. The driver told us that she had a stop in Arizona, and a stop somewhere else picking stuff up, and other stops on the way to drop stuff off. We were the first stuff loaded up and the last stuff unloaded. We put together what they unloaded, and gave some of our stuff to somebody else. It took me multiple weeks of trying to contact American Van Lines, yet nobody would get back to me. It wasn't until I was on Google Reviews and I went on there and put in a complaint on a review about it that they took the time to reach out and send me a sheet asking for what was missing. I'm still waiting on a resolution.

The driver was very unprofessional in a lot of ways the whole time when we dealt with her in both the pickup and drop-off spots. While the movers worked, she complained to us about the company she works for and her boss. She told us all this drama stuff that we didn't care to hear. Also, she had no problem contacting me back and forth, but when I reached out to her the same day as the move and let her know we were missing a large lamp and a bag that had some expensive clothing in it, she never bothered to reply. I sent her three texts that were ignored.

When we were trying to find movers, I kept reading horror stories about many different companies. I was nervous about anybody I would hire. So on one hand, I'm happy because my stuff was loaded, unloaded, and most of it got to me and when it was supposed to. However, somebody didn't pay attention and unloaded some of our stuff to somebody else. It's one of those things where I'm happy that most of our stuff was delivered, but at the same time, I'm disappointed that we had stuff missing. And some of it can't be replaced.

One of them was my wife's vintage coat which was a leather coat from the 1950s that was mint condition and it was hundreds of dollars at the time we got it. She had cloak things that are for outfits from award shows that are also gone. We had a tall standing lamp that looked like a giant moon and it would glow and it was super cool. You can't buy that anymore. Make 100% certain that you have all of your stuff before you let the driver go.

The billing practices of the subcontractor, the Sarguzin Corporation, were started confused, became misleading, and ended up being actively fraudulent. Moments after paying our invoice when the movers arrived at the drop-off, they added another $1300+ charge that had never been discussed. After extorting me into the payment, they moved until past midnight, ultimately not finishing unwrapping, placing, or assembling furniture due to the lateness. A disastrous experience, with an ambivalent and even hostile interactions with AVL.

Even the truck driver was great. Sometimes I just had to communicate with him a little bit. We were moving my daughter from Columbus to another place in North Carolina, and I was making sure he had all the right contacts. When we moved in, her roommate had to be there to take it instead of my daughter. They were really good about getting me the power of attorney and all the paperwork squared away. The timing of the truck is difficult 'cause they've got multiple places to pick up and drop-off. But they kept me informed. For a bunch of busy people, American Van Lines did a great job. We have moved a lot, and I've had a couple of nightmare moves but this wasn't.

The first day, there were subcontractors that showed up in an old United Van Lines truck that was held together with duct tape and a prayer. The fellas were extremely kind. But when American sent the truck out, it was a 26-foot truck to move an estimated 14,000 pounds. That math won't work because you can only put about 7,000 pounds in a 26-foot truck. The crew that had come out were very kind guys. But when they got there, they couldn't work because they did not have the agreement finalized with American Van Lines. They stood there with their hand in their pockets for about six hours to try to get the agreement finalized.

There were 4,000 additional pounds based on their estimate compared to what the salesperson had. 18,000 pounds compared to 14,000 pounds and still only one 26-foot truck. After six hours, I spoke to the fellas. I said, "I understand. You're trying to wait. Go home, and maybe we can try and look at it tomorrow." American Van Lines' moving coordinator had said that they could not get a semi into our area. That's why they wanted to send two 26-foot trucks. That was gonna cost me an additional $1,300 to $1,500.

I have semis that go up and down our street all the time because it's a nice area, it's gated, and the places in there are decent size enough that they were smart to go ahead and make sure that there was access. I tried to explain that to the moving coordinator. I said, "You're not gonna charge me $1,500 because you don't have a semi that's available to come do this. I know why you're not sending the semis. You sent it to someplace else." She didn't say anything.

The other fellas had actually moved on. I'm pretty well connected in the industry so I reached out to the president of American Van Lines through LinkedIn and he was kind enough to give me a response. I said, "I contracted with your company and we're trying to get out of here. We're a full day behind. If you could have somebody in charge at your location reach out to me, I would appreciate it so we can come up with some sort of resolution. We've got to go. Otherwise, we're gonna be fined per day to stay in the house."

He reached out in a pretty short matter of time and he me put in contact with the vice president, who also had reached out to me in very short order. He was very apologetic. I was explaining things exactly how it occurred and he said, "I'm gonna send you my best team and they'll be there tomorrow first thing in the morning." They came first thing in the morning. It was a fantastic team. Through their estimates of moving materials compared to what was done by the salesman, once again, was off by about 4,000 pounds. They had about 4000 pounds more. They didn't have enough materials, but they got right to work.

The vice president stayed in contact with the driver and they got everything packed. They were fantastic. The driver commented to me, "I don't know who you know, but you're getting a very good deal." They did a fantastic job in taking care of that. I had a point of contact via text to that vice president. When things were delivered, they were on time. Once again, the local help that he had had were very good.

When I paid the bill at the end, I didn't pay a penny more than the original estimate. They did the right thing. Being in the industry for as many years and in a leadership position, there are many companies that would not do that. They work hard to honor the estimates as they stand. In moving, it's a rarity that somebody can estimate and say you're gonna pay $1 for the move but in the end, it may end up costing you $5. There's a bad taste left in people's mouth. With this experience here, even though we had a couple of bumps in the road, I they did a great job.