When placing the moving order they were very helpful and friendly but they went silent after the pickup and they took 4 weeks to deliver, over a week past their long window. They rarely answered the phone and if they did it would go to voicemail or someone would transfer me to voicemail. This went on for several weeks. When it finally showed up they offered me very small compensation. In 47 years old and this was by far the worst customer service I have ever received. It’s a bait and switch and they will hold your items past the last date range. Stay far far away from this company. They are also very expensive. Many other better moving companies out there. Learn from my mistake please!

This move has been a terrible experience, the worst I’ve had and I’ve had some mediocre moving experiences before. Nothing like this though. It was a two part move, and about half of the items picked up almost 7 weeks ago still have not arrived. They are well beyond their promised delivery date, which has kept moving as time went by after they were picked up.
And for both moves, when they showed up the price went up 30-50%. We even submitted video of absolutely everything for the second move, using their app sent to us, and the price still went up around 30% due to ‘an incomplete inventory’. When I discussed with them that they could see absolutely everything in the videos so the inventory should be complete, they basically said to agree to the change or they wouldn’t load things up. Pretty tough to cancel and find another mover on short notice. A very dishonest business practice in my opinion, the classic bait-and-switch that I had read in reviews that this company wasn’t supposed to do. The workers and people I have dealt with have all been pleasant, the problems are the bait and switch and the extreme timeframe for delivery.

Everything with American Van Lines was very detailed in terms of the list and documenting everything. When the movers came, everything was thoroughly numbered and labeled. When my items were delivered, there was a cracked mirror and a broken door glass. Still, the crew was very courteous and attentive about where things were going to be placed and getting things wrapped to prevent breakage or damaged. They were very respectable.

I booked my move with company only to get my move redirected to a third party with no option to opt-out or to cancel my move. This was not discussed with me during the conversation with the salesperson and I was only made aware of this practice two days before my move date. I would NOT recommend this company to move high quality furniture as they definitely do not vet their third party movers and does not give their clients an option to opt out of the deal. I paid $3500 for a move with a so called ‘white glove’ company who then hires some unknown local mover to handle the move. They sent One Guy to load my furniture which included leather couches that was dragged on the ground.

I loved American Van Lines. I knew they were a big company and I figured they would be good. However, they give you another company called Baker International that you could buy insurance from and I could never get in to buy extra insurance. They ask you for the job number, and I put it in, but maybe they figured I wasn’t worth it. I only wanted $10,000 worth of insurance and maybe that’s why I had a hard time buying the insurance. Anyway, that company is not user-friendly and that was a big thing. I was disappointed ’cause I would have bought insurance, even though my stuff was less than $10,000.
Other than the insurance, the whole experience was great and the American Van Lines employees are awesome. The first person I talked to when I called was Helen at American Van Lines, and her extension was **. Anytime I had anything to do with anything, I would call her. She was great and she was my favorite lady. I didn’t wanna bring home that much and Helen told me to let them know two days before if I had anything extra. On the day of the pickup, the drivers called and said they were about three hours away. I didn’t have a big load. I only had six boxes, and I wanted to add two more.
When I couldn’t get ahold of Helen, I asked the drivers if I could add two more boxes. They told me not to worry about it and that whatever I had, they would take. They were so sweet. I had made changes as well. I gave away a massage table, so they weren’t moving that. When they came to deliver my furniture (I have a big couch as well as a big Sleep Number bed), there was only one guy. Now, I don’t know what happened, but he was the only one to unload it all and he never made one negative remark that he was by himself. My brother and I helped him do some things and I felt bad that he was by himself.
My sister and a lot of people have moved before, and the difference between my stuff and everybody else’s stuff is that all of my stuff were really new. I had just bought all of my furniture ‘cause I wasn’t expecting to move. My stuff was two months old, so they couldn’t break anything ‘cause nothing was old. They were so gentle with everything. They wrapped everything and I didn’t have a scuff mark on anything. That’s the big difference. Some people move old crap, and their stuff breaks. That’s no fault of the people though.