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!!!

After another year or two, I decided now to sell my California house. There were items there that I wanted to move here, so I hired them again. I got a different driver and helpers, and everything went wonderfully. I arrived here on the 5th of November and within a couple of days, they were here to drop everything off. I can't say enough about them. They were really great. They didn't screw around and got the job done. They did everything I asked them to do. American Van Lines, overall, was very efficient, very professional, and fast. I'd hire them again if I have to move. I'd give their name out to anybody that was moving.

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.

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.

AVL is a reputable name, so I figured I was safe and the stuff was gonna be handled appropriately. And this is kind of a test run for a much larger move, and so that went well, and probably in a year and a half or so, I got a much larger move. I also recommended them to a coworker who was making a move as well.

On moving day, two hard workers came from Ukraine and did a great job. They came at 11:00-ish and they were there till 4:00. They were terrific. The only complaint I had was on their manifest, they had so many boxes. As they were counting, it seemed like there were more boxes than originally planned. Based on the number of boxes, they were charging me more. But at that point, we had no choice. They had to rewrite a contract.

Then the second issue was, they left with everything and were they gonna be able to get on our street. When they called us, they said, “There's a possibility the van can't get on your street.” But they were able to manage. However, one of the handles on one of the drawers was broken and they put tape on it. But I'd still recommend American Van Lines. They came when they said they would come.

Day prior to pickup I got a call from AVL that they were having a problem with their truck and a "sister" company would be packing and picking up the household goods. When the "sister" company arrived I was told AVL did not plan for enough packing materials and handed me a new invoice for $25,062.20. I had no choice but to accept and sign. 4 days later my house belongs to the new owner and everything in it. Bait and Switch. Delivery was a week late.

The delivery vehicle arrived at 11:30am with only a driver, no workers. He said two were coming. One came, looked the load, got in his car, and left. My son-in-law helped for two hours until he fractured his arm. There wasn't a ramp to carry things off the trailer they had to be lowered to the ground before moving. Finally the driver gets two people thru Craigs list. they arrived at 3:30pm (4 hours after the truck arrived). He was paying them $40 each to unload, unpack and place in the home. When they saw the load and saw much was going upstairs they were planning on leaving. I had to pay $250 each. 8pm the trailer is finally unloaded and the driver leaves. The workers were tired, hungry and wanted to go home. I was able to get them to come back the next day to finish the job for an additional $250 and they spent 5 hours working. Quite a few boxes were still unpacked but the items were small enough for my wife and I to do the work.

I paid American Van Lines to pack, load, deliver, unpack and place goods into the new home. I was overcharged $4,149 so a "sister" company could get a larger share of the money. I had to pay for two workers out of my pocket that was already paid for in the contract. This occurred in September 2025 and to date December 2025 American Van Lines has not made any restitution. They were contacted many times.

Eighteen hours before my scheduled move, I called for an update and was bounced between four people before being told my move was delayed by three days. After pushing back, they rescheduled and promised 3–4 movers would arrive Saturday or Sunday. The next day, I got a call at 12:30 saying movers would be there in an hour. When they arrived, the subcontractor immediately said the job was underestimated—and there were only two movers, not four. After five hours of hard work, they told me they wouldn’t load anything unless I signed an addendum for an extra $6,500. We were essentially held hostage. To make matters worse, we discovered that although the quote included packing two dressers, it didn’t include the three suitcases of clothes from those dressers. And even though we paid for packing, the boxes they packed weren’t included in the shipping cost estimates.

This felt like outright fraud. They lure you in with a great salesperson who claims box estimates are automatic and included—then trap you with hidden costs. The final cost jumped from $5,805 to $12,800—a staggering 120% increase. That’s not a small mistake—that’s a deliberate tactic. The only positive? The two subcontracted movers were professional, kind, and worked incredibly hard despite being caught in the middle of this mess. --- Bottom line: Moving is stressful enough without being exploited. This company uses misleading quotes, poor communication, and high-pressure tactics to squeeze more money out of customers. If you’re searching for a reliable moving company, avoid this one at all costs. Read the reviews, protect yourself from hidden fees, and don’t fall for the bait-and-switch.

However, I faced some challenges prior to my move. A staff member named Sabrina requested an exact inventory count last minute, which was quite stressful as I was simultaneously planning my move and purchasing a car. Eventually, I was able to get a hold of Marcio later that afternoon, and he was great about saying it would be fine. He was amazing.

On the 27th, I got a call from logistics, who said, “Your truck driver will be there tomorrow, on the 28th, at 8:00 AM," which was a full day before I had expected in that tiny little window. If I have 48 hours, and, at the last minute, they gave me 24, it was a stressful thing. There wasn't any ability to move off of the 28th, but I was able to call the driver, and the driver was accommodating. He pushed it till 3 o'clock on the 28th, which at least gave me the remainder of the day to get ready.

As far as the moving day went, the guys in the truck were excellent. They were accommodating and the delivery was shockingly fast, and it was great. They showed up on time, and they unloaded all the stuff. All of that worked out excellently.

On the moving day, the movers showed up, and they were very quick to just get started. We were able to get everything in and out super quickly. I've heard horror stories about movers, and that did make me a little bit scared. But when they showed up, I didn't even think twice the second they drove away with our stuff. I knew we were gonna get our stuff and it wasn't gonna be some crazy story that we would end up telling. So that made me feel good. The communication with them was great. The company called us multiple times leading up, just making sure we were ready to go, confirming things.

They then showed up to our new home. They got everything off the truck and unloaded and in the correct rooms. They rolled out mats so our brand new floors didn't get all dirty from their shoes. The care I felt that they had with our stuff, it was just a better experience than I could have even expected it to be. I had just told one of my coworkers about the them.

I also was missing at least one box and likely two as I unpacked. I did not find things that I know I packed, not expensive items but kitchen items that I used for baking and cooking. A few things were broken, nothing major but annoying. They were one of the better offers but customer service was lacking. The date of delivery I was given a time range to expect the movers. They were over 3 hours late and I received no calls regarding this. I was told that the driver would call with an update and time of delivery. Never happened. I did call customer service and they called the driver for an update. Then they wanted the final payment. They said the driver was in front of our house and they would not deliver until they received payment.

I looked out the window and there was no one in front of my house. Not the most honest people. Turns out they were at a gas station nearby. I tried to keep track of the boxes while being unloaded but there were 5 of them and they were not keeping track of what was delivered. The manifest I was given when loading at first home was illegible, not sure how they knew what was picked up. They were in a hurry because they had a long drive back and they were late arriving. They were not familiar with putting some things together so my husband had to assist.

My husband had to take the two beds apart because he found extra screws that they did not attach to the beds. They took videos when dismantling some of the things. Obviously they did not have the videos. They did offer me money but I had to sign a document that I would not speak of the issues upon receipt of the money. I am not selling my freedom of speech.

My customer service rep, Roman **, was just as bad. I called and emailed him constantly, and he almost never responded. When he did, the dates he gave me were 11 days later than what I had clearly stated months in advance. I also spoke to a “quality assurance” rep named Victoria, who promised to help but then disappeared too. The pickup itself was rushed and careless — the movers scratched my floors and added $1,000 to my quote because they claimed I had more stuff (even though I had provided an exact inventory).

As for delivery, it was an absolute disaster. I called every day during the delivery window, and no one could tell me where my things were. Five days into the window, they finally said it would arrive on the last possible day. Then, the night before delivery, the driver called to change the time — and the next day, he never showed up because his truck broke down six hours away. The company knew but didn’t even bother to tell me.

When my stuff finally arrived, several items were broken, including dishes and containers. American Van Lines is completely disorganized, unresponsive, and unreliable. No one takes responsibility, no one communicates, and they clearly don’t care about your belongings. Save yourself the stress — don’t use this company. Ever.

Original review: My name is Guru, I have used this service today for moving my household stuff to Florida. A** was the job number The service was top quality. The packaging was done very diligently they took enough time and make sure everything was secure and in good shape. I am very impressed at the service.

We moved from Arizona to Tennessee. We knew that it would take a couple of weeks. That's not a problem. The thing that did it for me was the lady I talked to at the beginning gave me some tips about, "It's gonna cost you $100 if they put your mattresses in a bag. Order the bag online for $10 and do it yourself. It's not that hard.” She had some mindful things to do and also told us how to pack our TV, so I wouldn’t have to pay $100 per TV to put them in a box. Also, she assured me that they don't broker their jobs out. They have their own trucks. It turned out to be a big lie. It was great until we paid our money, then it went sour from there.

The AVL rep told me, “We have our own American van, our own semis. Do you have room? Does your street have room for that big truck to come?" Yes. We waited for them to give us a date, kept pushing it like, "We don't have a driver yet. That driver is not here, but we're trying to get him." I don't know if any of it was true. It took a couple weeks for somebody to finally get there. Fortunately, they said, "We're gonna do this really fast," because we had flown from Tennessee back to Arizona to pack up our house. We had a flight leaving in two days and we didn't know when they were coming. That finally happened and we were able to get out. But what showed up was a 36-foot unmarked white truck. One of the men didn't speak English. They were the better part of things because they packed our stuff with so much care. They got every bit of it on that truck.

However, that wasn't the AVL truck that we were told we would get so it would be a one stop and then on the way to Tennessee. It was scary when they just drove off. Nobody could tell us where it would go. It went backwards to somewhere on the border between Arizona and California, which is not going east. And it went to a warehouse for three weeks. That truck got unpacked. All that nice packing that we sat there and watched them do, the careful wrapping of a blanket, got all undone. It went and sat in some warehouse in the desert of Arizona, California border for three weeks.

There were excuses, "There was this. We don't know." No return phone calls. Everything was great communication until they got our stuff and got our money. It was interesting how all the communication stopped. They finally said, "We've got a driver. He's been delayed, but we're gonna get him hopefully this weekend." Four weeks later, our stuff arrived. It was not an AVL truck. Our stuff was crammed on there. It was slammed in the back. I didn't know they even had side doors. The rest of it was shoved in the side. The driver said, "They just dumped this on me. I had to find room. We just had to get it on there." I said, "It did not come off the way that it was packed."

We had a bedroom set headboard that was broken. My husband had diecast cars that were his dad's that I put in a display box. That came up missing. My studio backdrop kit never made it. Every time I turned around, there was something that didn't make it. It's pointless to try and make any claims because AVL gives such a small amount of compensation because it's based on weight. My Keurig coffee maker was broken. But how much does that weigh compared to what it's gonna cost to replace it? AVL will not do anything.

I called three times. I sent emails. I gave them a list of some of the things that we found were broken. No responses back. It wasn't worth my time. They said, "You have nine months to do this." I said I don't wanna go there. The stuff that was broken, I don't care about as much as the stuff that didn't show up. A couple of big things were the hard part. "We'll check on that." Never heard anything back.

The price was the only good part. They had up the price. When we did our contract, I was in Tennessee and going by the list in memory of everything because I do it by weight. They had given us a flat rate. But when we got to Arizona, I called them and said, ""There's things I forgot."" So, we made a new list. They gave me a new price, which wasn't a lot more. But when it came back to the final charges, it was back to the price. It was a little over $5,000, which was crazy.

I was under the impression that everything that I had would be packed and moved into the vehicle. So, I packed some things except the furniture, and when the crew arrived, there was some confusion about what was to be packed or not. They informed me there was an extra charge for packing the mattress, for this, that, and the other. So, there were just a lot of little things that I thought we had hashed out in that first meeting, and there was just a lot more.

The one thing that didn't go well with the packers is that I had specifically instructed them not to touch some suitcases and travel gear that was intended for my cross-country drive. But they actually packed all that away, and I didn't realize until later that night. So, the next day, I had to go find the guy at 8:00AM in the middle of Hollywood and started off late because of that.

And the last issue was it was not immediately made clear to me that the second payment was due as they were dropping my stuff off, so they showed up asking for the second payment, which is a lot of money, and I didn't have it on me. I was under the impression that the second payment happened after the move was complete, which, to me, meant after the stuff got moved into the apartment. And it wasn’t the workers' fault because they were following instructions. But it felt like all my stuff was being held hostage until I made the second payment, so I had to talk to some people so that I could make that payment.

We moved from Knoxville to Greenville, South Carolina, and they had to keep our furniture for three weeks since we were unhoused for a bit. The movers were very nice on both ends, helping us get the furniture out of the old house and into the new one. It couldn’t have been more pleasant. I was very pleased with American Van Lines.

I was very unhappy about the delivery day. Originally, I wanted them to deliver my stuff on the 18th of July because that was the day after I closed on the house that I bought. But I couldn’t get into the house then, so I wanted to wait and have it delivered when the house was actually ready from the painting and the inside work that I wanted to do. They said they’d have to put stuff in storage, and that was gonna cost me another $4,000. I decided to have them deliver, and that meant not getting the carpets cleaned and the inside painted. Some carpets were wet, so I couldn’t have them move anything into the house except my bed. I had to move everything by myself from the garage to wherever it went in the house. They could have waited a couple of days to do the delivery.

When we started unpacking the boxes, there was just so much stuff, so many boxes that were underpacked. There were so many boxes that were double-boxed. They would take a box and cut off the top half of it and attach it to another box. It didn't seem like it was done to protect items. It seemed like it was done to just use more boxes. He took advantage of me. I would not trust them again and I would not recommend them to my friends.

During that time, there was absolutely no communication. I had no idea where any of my stuff was. When it was finally delivered, the gentleman was very nice, and everything was there with nothing broken. That part was fine, but unfortunately, everything else was horrible.

The regular American Van Lines crew that was there pulled me to the side and asked me if I wanted them to make him leave. I said no. Regardless of how he treated me and acted like that, I wanted him to finish out his job and get his pay. American Van Lines was not happy with what happened, so they contacted the company they got him from and let them know what happened. They were backing me up if any issues come along, and they did good on their part. They were a little late, though, on the delivery. We had to wait at our new place, and stayed there for 2.5 weeks with no furniture. We didn’t like that part, but I know they get busy, too.

There were six guys that showed up and got everything moved out of my house in one day. They worked 100% of the time. They took off long enough to eat lunch and then went right back to work. They showed up at 8 o’clock in the morning and pulled out at 5 o'clock in the afternoon. They were all very respectful. So far, everything was handled with care. However we haven’t had the furniture delivered back to us yet. But they were good. I would recommend them as a mover.

I reached out to the other companies and they adjusted a little bit, but American Van Lines was significantly less for the same services. We contracted to use them and gave them a down payment and moved forward with that.

About a week before the move, I got a call from American Van Lines. They said I should have the exact number of boxes and if it’s off by 10 boxes, the drivers are not going to move my stuff. We had already done the estimate and we were in the middle of moving. I went through and overestimated the boxes. Since I am not a professional mover, I don’t know this stuff. They then gave a new estimation for the cost, which was higher than the others. It was a couple days before the truck shows up and we were on top of a closing date on our home. I didn’t appreciate the threats that they were not going to bother fulfilling our services unless I provided them with information.

If that’s the case they should send someone out, go through the stuff and get an accurate estimate of the number of boxes but telling me that they’re going to have a driver leave me here right on top of a closing in my home is not a really good business practice and not very endearing.

They said they couldn’t reach me because my phone blocked outside calls but they were able to call me in the morning. They said they could only leave messages. I gave the guy my wife’s phone number so they can reach me. On top of the move they can’t reach me again but they asked me to sign the new estimate. I’ve already got $5,000 down payment. I’m not going anywhere.

I was able to reach out to them and got it finalized. Driver showed up and the crew was very professional. The drivers got our stuff loaded and packed. They went out there and they wanted me to re-sign documents. And one of the customer service people is yelling at the driver out there. I can overhear the guy asking the driver why I wasn’t answering my phone when I was standing right next to him. The driver handed me his phone and then I dealt with it.

Our move was from New Mexico to South Carolina. And they were out here delivering the next Monday. They did a wonderful job getting it here directly quickly, and unloaded. They were very helpful getting things in their places. We had boxed up everything ourselves, so it was a matter of unloading all the boxes and furniture and getting it in all the right places.

We got that wrapped up and we did the final payment. The drivers themselves were fantastic but the company was horrible. I’ll never deal with American Van Lines again because of that. Customer service started out good but ended up bad.

On the moving day, they showed up, and moved very quickly. It took a couple of hours. Their crew were nice and very good. They're very productive, and professional.

The person who helped me set things up was pretty much knowledgeable. I thought the only thing we were disappointed in was when he said that they could take the boxes away after they moved, and they did not.

The driver was great, and the team that came and loaded the house up was fantastic. They're pretty much knowledgeable. The unloading was a little bit of a stretch, but there was so much stuff, and they had boxed everything. But overall, we were satisfied.

On moving day, the driver called that morning and showed up. Before that, I had called multiple times to figure out which day they were coming, I called all weekend, called the after-hours line, and they kept saying they didn’t know. And then our mover showed up that morning, gave us about a 30-minute warning, so we hurriedly made final preparations before he got there. But he was great and his team was phenomenal. They were super patient, helped us get everything organized ‘cause we had some last-minute stuff.

And we actually kept in touch with the driver ‘cause he ended up doing the other end of the move, which was about two weeks later, and he and his team were totally professional. Two of them didn’t speak English well, but we had no problems communicating with the driver. He was super sweet. We did struggle with communication once we got to our new house because they couldn’t figure out what day they were gonna release our stuff out of storage. But nothing was broken, nothing was damaged, everything was in great shape.

We used them again for our second move and it was a mess because American Van Lines contracted another company to come and get our stuff, but they never told us, so we had no idea. We couldn’t get ahold of the salesperson and the moving coordinator. I had to make a lot of calls to track down our stuff that had been put in storage. But once I was able to get ahold of the moving coordinator, she was helpful.

On the actual moving day, my dad was there, and he said the main guy was good, but his two helpers were basically criminals because they stole some things, including cologne. But it wasn’t American Van Lines’ moving company, it was the people they contracted to do the move. And I guess he got fired because he admitted to stealing some stuff.

They had somebody from damage control call me to explain everything, and the communication was great. They even offered to reimburse me some money and to update a real negative review I wrote about them because they fixed it. So, I did that. In the end, they made it right.

The service was excellent. I have no complaints whatsoever. The move was from July to March, but that was from my end. It had nothing to do with American Van Lines. They did a great job. The quote to the final price was exact. I would tell anybody to go for it.

I had to be out of my place by the end of the month and we were coming up here to Georgia. My stuff was stored for about a week or two and then the movers brought it up. Everything got up here like it was supposed to and nothing major was broken. There was a little here and there. I had a great experience. Everybody from the salesperson to even the mover guys were great. The guy that drove the truck was the head from Florida and brought the stuff up here. He was nice and very pleasant.

I enjoyed working with my moving coordinator. She was fantastic. Apart from the money or the financial aspect, she was the one who really convinced me. Because she seemed to be on the ground and not trying to sell me stuff. It was easy to work with her. She had infinite patience, and I appreciated that. And the guy who was in charge of the move, the guy who drove the truck, was also fantastic. There was the customer service representative who took over when the actual move was happening, and she was okay, too. It was a little harder to get in touch with her, but it worked.

The hardest part was after the move, I had to schedule the debris pickup, and it was hard to get somebody from American Van Lines. I didn’t know who to talk to about that. So, it took me three attempts. I finally managed to talk to my moving coordinator, and she got me to the right person.

Original Review: Sept. 29, 2025

We used American Van Lines to move from KC to Fort Worth. I received a quote for ~$8k. Driver arrived on a Sunday to begin packing and prior to him starting I was told that there would be an increase by $2k. What recourse do I have at this point? My move was down to the wire so I didn’t feel like I had any option but to pay the added cost. Team was woefully understaffed for packing and loading causing us to work until 0330 on Tuesday. Planned for household items to deliver on 6/13, but missed due to me. Closing on the 12th did not happen as planned… My fault. My household items then went into storage (I was warned that this could be a risk and an added $4k expense which I accepted). I have called and emailed for a revised plan and timeline and I have yet to have someone return a call. When I call customer support, I roll to voicemail. I leave messages, no one returns calls. At best, I hear "the company has 21 days to deliver"…

I understand the company's position; but that’s not my question. Furniture was delivered on the 22nd day and I was given another bill for $7k before they would unload the truck. I anticipated total potential cost at $12k, ultimately paid $17.6k. lived in the house without furniture for almost three weeks. The only time I really felt like I got much of a response was after I posted a review… They called and ultimately offered me $600 to remove my post. Horrible experience!

They would raise the price through extortion and threats. They broke the grandfather clock, all my crystal whiskey glasses, a Robot Vacuum, and melted a 50 year old German candle I inherited to name a few. My board games were all turned outside with pieces everywhere and many of their boxes were broken. I am missing about 40 CDs. They replaced them with Christian rock and Christmas albums from bands I never heard of hoping I would not notice. This move was about as bad as a move can get.

When we called American Van Lines they told us not to worry but couldn’t tell us where our items were. They actually emailed that our items would be arriving in two days on the same day their partner company called to say they would be arriving in a few hours. Ended up charging us extra because they said the truck couldn’t come into our neighborhood. We know that to be false because we had an 18 wheeler car carrier come into our neighborhood and our neighbor had an 18 wheeler moving truck in the week before. Had to pay extra for a shuttle because they refused to come into our neighborhood. Was one guy in a u-haul. Wouldn’t accept our payment for the remaining balance. The same one we used for the 1/2 down was now not accepted. Refused to unload our items.

Finally worked out the payment with American Van Lines after many calls but their trusted partner company still wouldn’t unload our items even with a receipt showing paid in full. They wanted the payment from American Van Lines sent to them first and for us to sign a new contract with them which we refused to do since our contract was with American Van Lines. Took 7 phone calls and 4 hours of the truck sitting in our driveway before they finally agreed to unload our items. We almost called the sheriff because we had paid in full and they still refused to unload our items because we paid American Van Lines - the company we contracted with.

Oh - on a funny note - instead of marking our boxes with numbered inventory stickers like other companies had used in previous moves they used Christmas To and From stickers like you put in Christmas gifts to your family. A moving company is supposed to help remove some of the stress of a move. This company added to our stress. We did not receive the services we were sold other then our items arriving at our home - no across country tracking, no prior notifications as to when our items would arrive, and not the crew of movers. We will never used American Van Lines again and we do not recommend them to anyone.

Original Review: It's hard to express how shocking our experience was. First, they DO NOT ship to anything close to a specific date. Ignore them, they'll just lie to you. If you have to use storage it can take 7 to 21 days to get to you. Yes, it took them over 2 weeks to get our things to us after the date they promised us. Unresponsive, uncaring, rarely return phone calls. They apparently expect you to count boxes exactly and then if you deviate from it, you're still on the hook. They offered $570 for a lot of things we decided to leave behind, except the wanted us to sign an agreement to not give them bad reviews to accept the paltry sum!! We refused the payment. Missing at least one box, but not one reply, no "we'll check" or "working on it", literally no ** not use them, no matter what the price.

The delivery was late by several weeks from the agreed upon date of 8/8 (received 8/28) which was communicated with both Alex and my originally assigned customer rep Bryan. I was left completely in the dark, unsure of where my belongings were or when they would arrive. What made the situation worse was the lack of transparency. After pickup, the timeline kept changing without explanation, and additional charges were mentioned without clear justification. It felt like I was dealing with a company that didn’t value honesty or customer peace of mind.

I got a hold of an agent on 8/8 asking about the timing of my delivery for the day since I had to pay an elevator reservation fee to which I was told I should have canceled, and it was on me because they never called the day before confirming my delivery. No one bothered to inform me ahead of time that there were any issues, so I called daily for about 2 weeks.

Over this time, I learned that Bryan was no longer with the company and Rudy ** (**) was my new contact, but I never received any communication around this even as I was calling having issues. He was able to send me the final portion of my bill so that I could pay them, however getting a call back or communication was asking a bit too much. I had spoken to a random CSR asking for an update, to which she confirmed she saw notes that I had confirmed the agreed delivery with TWO different employees prior to my pick up and then she mentioned Rudy called me to which I laughed because I couldn't even get an email back at the time. I was fed up at this point that I requested a supervisor to discuss my frustrations.

Rita O (**) was the supervisor who called, validating my frustration and saying she would look into my delivery more, but did note there were mechanical issues with the originally scheduled truck. Had this been communicated, I would have been fine because I'm a reasonable person, but this wasn't. The day Rudy finally gave me a call, he was instantly defensive and condescending on the call trying to tell me there were no notes. He went on to say that the driver had a death in the family which is the reason for the delay, to which I said "bull shit, I don't believe shit you're saying because I was also told you called me and this is the first that's happened".

I had finally snapped because these individuals are awful at customer service and will gas light customers for their inability to carry out the tasks they are paid to do. I had to call Rita several times from this point where I complained about Rudy and said I wanted someone else to handle my delivery. It was almost as though she saw the transcript of our conversation because her tone changed once I voiced my dissatisfaction and concerns. When I asked if they would reimburse me for repurchasing items since I had a trip and things plans she said they weren't liable, but could I say the same if I withheld payment because of whatever BS I wanted to say. However, I should've known it's a tone from the top issue because she barely followed up as promised and couldn't even respond to my email on the day of delivery since I had to pay my outstanding balance where I was told I would receive a discount.

I had to call customer service because Rita was refusing my calls and emails. They got a hold of her to which she forwarded an agreement reimbursing me a measly $600, but I wouldn't be able to leave negative reviews or talk about this awful experience. Since I relied heavily on reviews, I decided the money was whatever at this point, but voicing the unprofessionalism of this company and doing all I can to blast their poor standards meant so much more. I expected professionalism and reliability, but unfortunately, American Van Lines failed to deliver on both. I would not recommend them to anyone looking for a stress-free moving experience. One last warning for anyone that decides to go with AVL, use caution if you deal with Alex **, Rudy **, or Rita O.

We had to buy a small bed, dishes, clothes, and toiletries. We had to call them approximately 20 times to find out information and they never proactively reached out to us with any information. It was absurd and unbelievable. When the movers arrived, they were 5 hours late. Each customer service person we spoke to was more clueless than the last. Nobody in customer service documents anything and it is impossible to be escalated to a supervisor or manager.

It was sad because we had to be really firm in order to be taken seriously in any way, which made me realize that they deal so many unhappy customers that they are not even fazed. They only respond once people are frustrated beyond a certain point. Do NOT use American Van Lines under any circumstance. There are other moving companies I have used that I have had no issues with. They come on the day they're supposed to, and arrive on the day they're supposed to. It really should not be that hard.

(1) As of early August 2025, American Van Lines markets itself primarily as a full-service mover (e.g., https://www.americanvanlines.com/moving-services/), but they also delegate moves to other companies. In my case, they delegated the move to another company (Jackson Movers, DOT #97376).

(2) American Van Lines provided an 11-day delivery window in the invoice, and a 12-day delivery window in the signed binding estimate, yet my delivery was scheduled for a date outside both windows.

(3) American Van Lines did not provide a specific delivery time in our phone calls, even the day before the delivery, even though I repeatedly informed them I intended to use the delivery time to reserve legal parking in my city. This issue was ultimately resolved after I repeatedly called customer service, and emailed both American Van Lines and the agent company.

(4) The agent company attempted to collect a duplicate $400 shuttle fee that already appeared on my signed binding estimate. This issue was ultimately resolved.

(5) Two staff members from the agent company requested, in separate phone calls, that I either prepay in full before delivery or pay cash at delivery, even though the signed binding estimate explicitly allows credit cards at delivery (credit cards at delivery offer more protection to consumers). They backed down only after I repeatedly cited the signed binding estimate, the content of 49 C.F.R. § 375.217(c)(1), and threatened to involve law enforcement.

(6) About four hours before the delivery, the driver stated he would not deliver unless I paid by cash, money order, or cashier's check, even though I had offered to pay by credit card and staff members from the agent company had already agreed the previous day to authorize a payment by credit card upon delivery (consistent with the signed binding estimate). This issue was ultimately resolved.

(7) Upon delivery, several items were damaged: two boxes were partially crushed and soaked with liquid, and my bike had a flat tire.

Before delivery, I filed an FMCSA complaint against American Van Lines due to the timing of the delivery. After delivery, I submitted a claim alleging damages to my possessions, and am awaiting acknowledgement at the time of this review. I strongly advise prospective customers to look elsewhere. If you choose to hire American Van Lines for your move, I suggest reviewing consumer protections (**) and bookmarking the FMCSA complaint portal (**) in case they do not comply with federal regulations during the move.

My stuff was already in storage in another state. So, I gave them the measurements of the place and the quote that they gave me was accurate.

On moving day, they only had to take my stuff from the storage facility in the other state and bring it here. They loaded and unloaded it. Everything was already boxed. The entire process took about a week.

Wardrobe boxes: 2

About 75% of the boxes were torn, bent or misshapen. Approximately 15% of those were wet with something (I didn't pack any food or liquids); both wardrobe boxes were almost completely crushed by heavier boxes; my brand new computer monitor (still in the box) was stolen; the trash can was bent out of shape; two boxes had been partially opened, and the only thing that made it completely unscathed was a small box of antique fine china, the writing desk, and the arm chair.

American Van Lines told me my move would be completed by licensed and bonded employees and my belongings, once loaded on the truck, wouldn't be unloaded from the truck until delivery. All of those statements were lies. The estimate came in at $3500.00-$3600.00. I was actually charged almost $5100.00. American Van Lines farmed out the job to Sunshine Moving Company, who in turn farmed it out to Legacy Moving Company, neither of which I had known about or contracted with. Legacy was so concerned I would rip them off they demanded the remaining payment (I paid 50% up front) before they would even start unloading the truck. It's probably good for them they did because I'm the one who got ripped off and scammed, and I'm not sure I would've wanted to pay them after seeing the state of the boxes when they were unloaded. (I would've paid because I'm an honest person, but I wouldn't have been happy about it.)

All three of these moving companies SUCK. DON'T USE ANY OF THEM. Pack and load your own stuff into a rented moving truck and hire a couple of guys to load/unload and drive for you. You still might have some things damaged or lost in transit, but it'll be a lot more reasonable in terms of cost, and you'll have more control over what happens to your stuff during loading/unloading and in transit. I will NEVER use these companies again and cannot recommend them because they were totally dishonest, greedy, and pathetic.

On the moving day, the truck arrived four hours late, and the driver immediately told me he wouldn’t be delivering the appliances unless I paid extra, despite the fact that I had a flat-rate contract. He claimed he was only being paid by the company for 4.5 hours of labor and said delivering everything would require an extra 1.5 hours, which I’d need to pay for out of pocket. When I refused to be extorted, he refused to deliver my appliances.

I spent nearly a week trying to get a response from anyone at the company. Calls to their main office line, direct lines to several representatives and to the rep's cell who set it all up, were ignored. Zero accountability! Finally I had to hire a different moving company to finish the job at my own expense, and lost another full day of work in the process. Bottom line: This company broke its contract, extorted me, ghosted me, and left me with massive inconvenience and extra cost. It is highly advised to avoid them at all costs!!!

Our original move date was a Sunday, and there was a lot of confusion about the mover coming. I could not get anybody. I had to dig through their website to find an emergency number somewhere, and I got through after letting it ring for 10 minutes, someone picked up, and then they were able to give me a status.

I shouldn't have to go through that. Overall, my experience with American Van Lines was pretty good, but that was a major frustration. They should think about that policy of not having anybody available on the weekends.

With that flexibility, I booked a new apartment then gave a new address to them. They came to the new apartment and delivered everything. I had a very nice experience with them.

On moving day, the movers showed up on time, promptly wrapped everything. They had to adjust the inventory slightly. I agreed to the different price, then they took everything away. It worked great. I was amazed at how thorough they were and just how everything got wrapped. They did a great job. They did what they promised to do.

My experience with American Van Lines was excellent, particularly because of the two men who handled the actual move. Sebastian, whom I believe was the head mover, was exceptionally strong and efficient, making the process seamless despite moving some heavy pieces. Even though it was a relatively small move from a one-bedroom apartment, the care they took was impressive. Nothing was broken, and everything went smoothly.

There was, however, a small challenge in communication with the customer service representative. While she did her best, I often found it more efficient to communicate directly with Sebastian for precise timing, as I needed to coordinate my flight to meet them. Despite this minor hiccup, it didn't overshadow the overall experience.

I would confidently rate my experience as excellent and feel comfortable recommending them to others.

My husband called American Van Lines daily to get an estimate of delivery. Communication is very poor. We were told delivery would be between July 20-July 30. As I am handicapped, it was critical we had some idea of when delivery would be made. On July 29, we were told our delivery would not be made on July 30 but may be July 31 of Aug 1 or Aug 2. No one contacted us, we could not get any communication in writing. This has been one of the worst experiences and this company does not live their corporate values. Customer service is so poor and there are no options for a customer.

The standout part of this experience was definitely the driver, Omar. Despite the daunting, narrow and steep mountain roads, Omar comfortably drove up to our home, which was a great relief as I didn't have to make multiple trips up and down the mountains to a storage facility. This gesture was incredibly meaningful to us.

Although the initial crew was hesitant about the mountain drive and needed replacing, it was a non-issue for us since we weren't on a tight schedule. What's important is that no additional inconvenience was experienced on our end. The move was seamless—Omar arrived in Florida on time, and there was no damage to our belongings.

Moving is often stressful, yet American Van Lines managed to alleviate much of the burden. Their dedication was evident in every step, from careful handling of our pre-packed belongings to ensuring that everything arrived intact. If we ever need to move again, we would not hesitate to call upon them. Thanks to the entire team, especially Omar, for excellent service!

Original Review: July 23, 2025

Terrible company - DO NOT USE. Scammers. The pick-up seemed to go OK by the driver Jeffrey, but then Jeffrey told us that he couldn't take more than half our stuff because it wasn't on his list. It appears that the woman who contacted us the week before from the company failed to provide the updated list of our inventory. So we were left scrambling at the last minute to get the rest of our belongings out of the home, so we used PODS instead (who are EXCELLENT). The whole move cost us double than what we were expecting. Now we are still waiting on our goods from AVL - they are now over a week late past the contract window. Each time we call, we keep getting told we will get a call back with an update on a new delivery date from dispatch, but we never do. We have spoken to several managers including Melissa, still no update. I fear we will never get our stuff. We will never use again.

4. I had to call and email AVL repeatedly for days before and after the move. I rarely received return calls and never a return email. This continues to this day. They ignore my calls/emails. 6. AVL breached their promise not to sub out my job (the only reason I contracted with them). It was subcontracted to a team of inexperienced, young movers who barely spoke English. 7. I was essentially held hostage when, on the day they finally came to load the truck, they claimed I owed them @ 2,000 above what I was quoted due to “changes,” although the only change was that I paid for all the boxes, packing supplies, and labor. I should have been significantly credited, but I was charged more. They then would not unpack the truck in NY until I paid their “ransom.”

8. They arrived 1.5 days later than they said they would in NY with even fewer movers, less experience, and less English. They couldn’t read the boxes, so they didn’t know where to put anything. In an effort to get the truck unloaded by the end of the day, I had to start moving boxes and items out of my driveway myself, with my injuries and totally exhausted from weeks of this situation. They then just decided they were done - leaving many items in my garage (my sofa, nightstands, etc.) as well as piles of packing tape, boxes everywhere, and items placed all over my garage - and left.

9. On more than one occasion, I was told I would be "compensated" (first $30, then $150) if I signed away my rights to further action (this was on the move day) and any right to leave negative reviews, essentially a gag order/NDA. Then, later, they offered me $300 to retract "or at least amend" my negative review on BBB. 10. I had to change multiple appointments, reschedule power turn offs, and other utility turn offs, lost money on hotels I was supposed to stay at on the drive to NY and then wound up having to drive to NY in 107 degree temps for 13.5 hours straight with my car packed to the roof after sleeping on the floor of my empty house in NC so I could get to NY in time. Not to mention the several days of rent I had to pay in NY, but was not there, and many other inconveniences.

11. They cracked, broke, scratched multiple items and walls, doorframes, floors, including totally ruining a queen bed frame and floor lamp (they took both with them, and I wasn’t able to take pictures). 12. They said I would receive a refund of @1,700 from the subcontractors. I asked for proof of that. I have still not received either. I continue to call. 13. I've consulted an attorney. I hate to involve lawyers, but this is unforgivable behavior. 14. Run far away.

They came in and said they wouldn’t bring things because the person wrote down 10k lbs and he thought it looked like a 12k lbs move. I don’t speak on lbs and it’s whatever the person on the phone assessed. Tried to tell me they couldn’t take my couch because it wasn’t on the list. It was! Then kept pointing things out saying - oh that’s not on the list (again it was), anything literally until they would find something that wasn’t and said I couldn’t bring it! It was crazy!! And the worst experience ever!

When I wanted to add things or take things off “the list” I was told “good luck trying to get through to them, they won’t answer you” so if you need to get in contact with anyone day of the move they will NOT respond! There is no follow up to issues. They claimed they couldn’t get through to our new place because the truck was too big (I literally had other things delivered from companies - furniture- with same size truck and no problem!) but they said they needed a shuttle and charged us again more money. They try to charge you everyday second throughout the move and hold your stuff hostage unless you pay! Do NOT use them!!

The delivery window is supposedly July 2 to July 12. We never got contacted by the movers when they were supposedly going to come except for about 20 minutes ago when they said they were in front of my mother‘s house. No forewarning. No email. No check in. No call. Nothing. Just show up at my mother’s house and call us when they’re there on a holiday weekend. Absolutely the worst. Would never recommend to anybody.

- Drastic Price Hike at the Last Minute: Our move ended up costing nearly 80% more than the original estimate. We were not offered an in-home estimate and were led to believe that the initial quote would be close to final. On moving day, the price increase left us with no real choice but to proceed under pressure.

- Subcontracted Workers and Unsafe Behavior: The company sent subcontractors to assist with packing—individuals who were later fired on-site by AVL for inappropriate behavior. The day started with the foreman accidentally texting me complaints about their own crew that he meant to send back to AVL (attached to this review). This included verbal and physical altercations in front of our children, and unauthorized re-entry into our home after being told to leave. Four men barged into the house and demanded payment. Only when we began recording the incident did the situation deescalate.

- No Accountability or Communication: Despite repeated emails and voicemails to our assigned sales and service representatives—whose names and contact information were listed in our contract—we received no response. We marked these messages as urgent, used multiple AVL inboxes, and still had to wait more than 24 hours for a call back—and that only happened after we initiated again.

- Unmet Safety and Staffing Requests: Even after expressing clear concerns about the safety of our family and our property, AVL sent the same remaining workers back the next day against our request. The team was never backfilled, and what should have been a one- or two-day pack stretched into five full days.

- Broken Promises on Delivery: AVL repeatedly assured us that delivery would not be impacted by the packing delays. As recently as the final business day before our scheduled delivery, we were told everything was on track. Only hours before close of business, we received a call pushing delivery back by 3 to 6 days.

- Ongoing Lack of Support: There has been no meaningful communication, no accountability, and no one available to help us resolve this. AVL representatives don’t seem to communicate with each other, and customers are left in the dark—hoping for updates and answers that never come.

In short: Poor service, poor communication, poor planning, and unsafe practices. We would never use this company again and caution anyone considering them to proceed with extreme care—or, better yet, to seek a more transparent and reputable mover.

We paid for additional insurance coverage and filed a formal damage claim. We received a call indicating that an adjuster would be assigned, but more than 30 days have passed with no follow-up, no resolution, and no contact. Multiple additional pickups and deliveries were required, each marked by further delays, miscommunication, unprofessional behavior, and inadequate staffing.

Ultimately, our property sustained over $16,000 in damages and loss, we forfeited a $1,000 deposit on our home, and incurred $5,000 in legal fees. American Van Lines has breached their contractual obligations, failed to meet industry standards, and violated two federal laws, four state laws, and the Unfair Trade Practices and Consumer Protection Act. Despite attempts to resolve the matter, we have not received a satisfactory response or compensation. Avoid this company at all costs!!! Pictures of how all our future turned out. The truck that came was laughable. Pickup and delivery was to be done by 4/5 and didn't receive final shipment till after 4/27. Delivery occurred at 11pm.

Our HOA has no restrictions regarding this and we had seen other semis in our neighborhood used for moves. We found out later that day that the company did not even have a semi truck available for our move. The main driver/mover from ITX told us that our stuff would “sit in a warehouse” until a truck became available. We called AVL multiple times about this issue. We are never able to get ahold of the same person. We were told by one customer service person that AVL would have their own driver go to the site to verify (which we fully supported) while the other customer service people just brushed off this concern and “noted it in our file”. I have asked to speak with a supervisor at least 5 separate times. We are told a supervisor will call and no one ever does.

We were also charged about $5000 more than expected for our move. We had updated all of our items with AVL just 5 days prior to the move but tons of additional charges were added by the movers the day of. We were told that if we did not pay, then our move would not happen. We felt completely bullied and boxed into a corner since we needed to move out of our house that day due to new homeowners gaining possession the next day. AVL was completely unsupportive and deceptive.

Our next big issue was the handling of the delivery of our items. The last possible delivery date on our contract was June 9th. I was 8 month pregnant at the time of our move. Due to our distrust of both companies, we started calling AVL almost daily to inquire about an update on our move. We were told multiple different things from AVL employees, including our stuff was in Georgia (we had Apple Air Tags in a few boxes that proved our stuff had not moved from Denver, CO). We were ultimately told our move was going to happen on 6/9 and that we would receive the delivery details on 6/6 or 6/7.

On 6/7, we still had no update from AVL and so we called the other company, ITX LLC, ourselves. ITX told us that our items would not be delivered for another week at least due to unavailability of a truck. We threw a fit about the urgency of our situation (baby just weeks from delivery) and ITX did make adjustments to get us our stuff delivered in 2 shipments on 6//9 and 6/10. This proved to us that AVL was NOT truthful about the delivery of our items, since all we had to do was call the other company to get a different update.

Also, AVL clearly did not do ANYTHING to support our situation and push ITX to deliver our stuff on time- WE had to do it ourselves. Lastly, we did have several items damaged and a few items completely missing after our move. I have continued to reach out to AVL about my complaints and concerns. No one ever calls me back. I am in the process of filing a claim about our damaged/missing items. I would NEVER recommend American Van Lines.