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  • Report:  #567166

Complaint Review: All American Van Lines Inc

All American Van Lines, Inc Never delivered my items, can't locate their moving van, van keeps breaking down Farmingdale, New York

  • Reported By:
    Dee — anytown United States of America
  • Submitted:
    Wed, February 10, 2010
  • Updated:
    Fri, June 25, 2010
  • All American Van Lines, Inc
    303 Smith Street
    Farmingdale, New York
    United States of America
  • Phone:
    631-752-3000
  • Category:
    Unusual Rip-Off
*Author of original report: UPDATE: case resolved and closed
Hello, on 1/2/10 I moved to Austin, TX and left the bulk of my items in NY because I was not able to transport them at the time. On 1/13/10 my father rented a U-Haul and, along with my brother and nephew, brought the remaining items to The All American Van Lines, Inc. located at 303 Smith Street, Farmingdale, NY 11735 (631) 752-3000. They were told that the items would not ship that day, but more than likely would go out that Friday and arrive to my home in Austin by the following Mon or Tues. They did not. We waited until 1/22/10 and contacted them regarding the whereabouts and delivery of my items. We were informed that the items just shipped that day and would now arrive the following Wed or Thurs. They did not. On the 28th we called again - please note the moving company has NEVER initiated any contact with us to inform us of any delay with shipping- and were told that the truck was being "held up" because they had other pick-ups and drop-offs to make before they arrived in Texas and my items would arrive on the following Mon or Tues (2/3/10 or 2/4/10) - they did not. Again we called on 2/4/10 and were informed that the truck blew a fuel gasket(?) 2 days prior - again no notice of such was given to us by the company - and it would now arrive on Mon or Tues (2/8/10 or 2/9/10) - it did not. I called again to follow up on 2/8/10 and was told that the fuel gasket blew again and the truck is "assumed" to arrive now on 2/11/10 in the evening. 



The company has never initiated any contact with my family to inform us of any delays. The company was not able to provide us with a 'hard' delivery date. The company has not been able to locate the truck to even tell us what state it is in. When the company first told us the gasket blew, I was informed by their sales representative that it was being repaired in Texas, my items were safe on the truck and would arrive in fine condition in a few days. Yesterday, another agency representative named Zachary, told me that the truck was NOT in Texas and he was not sure what state the truck was in. A friend of my niece's works for this company and because of that, the sales rep mentioned "we are doing you a favor. You'll get your stuff. You could have paid triple if it wasn't for us" implying that since they offered a discounted rate, we should ignore their poor business practice. He then said that since we did not specify an exact date, they could take up to 90 days to deliver my items if they wished - a factor that is NO WHERE written in their contract. And may I add, the contract was not even filled out completely. They left several areas blank. 



We were advised by the FBI and Suffolk County Police to make a report and follow up in small claims court. Today, 2/9/10, my father and brother did file said police report and were told to file in court on Friday 2/12/10. I have also reported this matter to the Better Business Bureau and the Federal Trade Commission. We are anxious and concerned because this company can NOT provide an exact date of delivery nor can they even tell us where this moving truck is. 



I had offered to meet the truck in Texas to retrieve some of my items when I was initially told that the truck broke down in Texas and was then told they did not know what city in Texas the truck was located. All persons that we have contacted agree that their actions are unprofessional and should cause some concern. I am worried that this company has either sold, damaged or lost my possessions and are too afraid to inform us of that matter. Sadly, I think that they are gone for good.

1 Updates & Rebuttals

Dee

austin,
Texas,
United States of America

UPDATE: case resolved and closed

#2Author of original report

Thu, June 24, 2010

I referred this case to the Better Business Bureau. It has been resolved and closed, see notes below:

  • MY ITEMS WERE DELIVERED ON 2/15/10 - On 2/15/10 my items were finally delivered by a DIFFERENT MOVING COMPANY NOT All American Van Lines, Inc. The representative from the company that actually did deliver my items was honest and told me that All American Van Lines, Inc hired them because their van broke down. These guys already had routes and deliveries but they were so friendly and stayed late to help me put my furniture together.
  • THE COMPANY ISSUED AN APOLOGY LETTER VIA EMAIL - Ronnie A. sent me an apology via email stating that his company lied to me about the whole event and purposely kept misleading me about where my items were and when they would be delivered. I am still in possession of said email if any evidence is required.
  • THE COMPANY REFUNDED HALF OF MY FATHERS MONEY All American Van Lines, Inc. finally refunded my father half of the money that he paid for the move. Initially, All American Van Lines, Inc was only going to refund $200 despite writing in the above-noted apology email that they would refund HALF back to my father. After I informed the BBB that all of the money was not yet refunded, forwarded the email from Ronnie A. to the BBB and stated that I did not consider the matter resolved since he had only given my father $200, the company then issued the remaining balance to my father. I believe this was in 5/10.
  • I AGREED TO UPDATE THE TWO CONSUMER WEBSITES WHERE I POSTED REGARDING THIS INCIDENT - Ronnie A. requested that after I obtained my items and my father was fully compensated, for me to update the two websites so that people would know that the issue was resolved. I agreed to do so, but wanted to state the facts about how this issue came to a conclusion and not just post that my items were received and money returned. I appreciate that All American Van Lines, Inc. admitted fault and repaid my father. I only wish that they were honest up front. It would have prevented this whole ordeal. All things posted are factual and fully documented.

 

My personal opinion (not intended to make reference to my dispute with All American Van Lines, Inc): All companies need to be more mindful of their actions when dealing with the public, no matter who their consumer is. Be honest with the consumer because that will work FOR you, not against you. Misleading and dishonesty from any party on any issue will only makes matters worse. This is true for every day issues as well. 

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