ComplaintsforAll American Van Lines, Inc.

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired All American Van Lines to move me from ******** to ************** on April 28,2021. They didn't deliver my furniture and other belongings until May 21,2021. They ripped my couch broke my ******* lamp base which was made of thick brass and a marble end table. They offered me ****** as compensation which is a total joke. The lamp alone is worth ******. I filed an insurance claim with their company. So far I heard nothing from them. I paid them *******

  Business response

  08/26/2021

  hi!

  1. the delivery time frame is **** busiiness day so basicaly were in the time frame.

  2. we offer the client fast soultion of 200 $ but also 2 other option in order  to solve the case.

  were trying to make our client happy so we try thyis 3 option.

  Customer response

  08/26/2021

  They did offer ****** what a joke. The destroyed my furniture which is beyond repair. Their carelessness and total disregard for my personal belongings are worth more than ******.
  Sincerely,*********************

  Business response

  09/09/2021

  HI WE OFFER ANOTHER 2 OPTION 

• Initial Complaint

  06/10/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This company has basically just stolen all of my things. I signed a contract for a long distance move. I was assured that if I scheduled to have my things picked up by 5/25, they would be delivered on or near 5/29. However, it is now 6/9 and NOTHING! When I call, no one answers or calls me back. On the RARE occasion that I can get a hold of someone, they HANG UP! "Customer service" texts me to contact "dispatch." "Sales" texts me to contact "customer service." NO ONE WILL HELP ME. I have NO idea where my things are... or if this company is even legitimate. The pick up was HORRENDIOUS! It was a complete bait and switch. I confirmed no less than 10 times regarding the inventory I needed them to move. On the day of the move, they told me my large items would incur an additional fee of $4,000!! Then, when I finally conceded to move them myself, with the reduced items, they STILL INCREASED my charge by over $500 from the quote. DO NOT USE THIS COMPANY!!

  Business response

  06/10/2021

  hi please call us ###-###-#### *** ****** this complain is is regard a job that wasn't done by our company.

  Customer response

  06/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  It appears this is not a division of the company with whom I have an active claim.  Please resolve as my error.
  
  Sincerely,
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  05/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I entrusted all my belongs to this company to keep in storage for 7 months until I found a place to live. After they delivered my things (there were supposed to be 127 boxes/items/pieces) and after the truck left (they made me sign for the delivery without my counting) I discovered there were about 10-12 boxes missing and over 100 household items were missing.I contacted them and they told me that they never lost boxes and I had signed for the delivery so everything must have been delivered. I believe my belongings were stolen while they were in storage.

  Business response

  07/01/2021

  Hi!

  We always want to keep our customer happy.

  Our policy is to fill inventory list when we load from the customer  with describe and number of item. 

  The 2 step is when we unload is to match and check the customer get the same amount of item and sign for this.

  As i mention the customer Suzan Trapasso receive inventory list in the origin and sign in promises in the destination  the meaning she got her number of item by description.

  The process of checking inventory was done by our  POLICY WAS DONE CORRECT AND IT WAS DONE 2 YEARS AGO .

  ALTHOUGH WE KNOW WE CHECK IN OUR STORAGE AND OUR TRUCK FOR THE MISSING BOXES AND DIDN'T FIND THEM , WE STILL WANT TO KEEP OUR CUSTOMER HAPPY.

  WE WANT TO OFFER SUSAN :

  Thank you for providing your feedback and detailed information about your moving experience. We regret that our service was not up to your expectations and we will do our best to resolve your claim in a fair and timely manner.
  
  You have the following options available to you:
  
  1) Accept our "Fast Resolution" maximum in-house reimbursement allowance for uninsured claims of $200
  
  2)Alternatively, you may process a claim with our claim management insurance based on your Basic Liability of $0.60 per pound per article.  You can find below a link to a claim form issued from “My Move Claim.” They handle all our claims, if you have any questions please call “My Move Claim” at ###-###-####. Of course, you are also welcome to contact us at any time if you need help.
  
  https://allamericanvanlines.com/images/claimform-my-move.pdf
  
  3) At any stage, you have the right to Binding Arbitration.  To do so, please contact United States Movers Association ###-###-#### , usmainfo.org , **** **** *********** **** *** ****** ******* ** *****
  
  Let me know what works best for you and I'll be happy to help.
  
  Thanks,
  
  Sincerely,
  
  Ziv B*****
  All American Van Lines Inc
  *** ***** ****** ************ ** ***** ************ ************* **** ************

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩