Complaint Review: America Van Line

Ser vice dates: pick up 6/2/11 delivered 6/11/11 at 5pm
Herndon VA to Chandler

AZ

As a recent client, I am going to add my input because I am currently going through the issues with your company which has lost two 4ft tall wardrobe boxes.

Let me start with the comments that you made about how you are operating within the legal limits that is indicated in the documents that your customers signed and that the BBB has agreed that your company is operating within the legal guidelines and parameters set by your documents.

Yes I agree your drivers did show up on the date we agreed, 6/2 to pick up our furniture. Problem here is the on the spot shakedown. When you have discussed with the customer an estimated amount the customer is assuming $100-1000.00 dollars maybe, of an adjustment to pay for any additional items..but reasonably who has 2000.00-3000.00 extra dollars for adjustments. Any con artist knows the laws and how to get around the laws and still operate within the legal limits but why not do things a little on the up and up.

 BBB  suggests that when looking for movers that you never go with companies that just do quotes over the phone. That the prudent person should receive in home estimates so that they would have a more accurate amount. Does your company do in home estimates as a standard? No. If this is done and at that time of the in home estimate you discover that the estimate over the phone is 2100.00 but the in home estimate is 4500.00 that is fair because at that time the customer can decide to get another estimate or find the money to pay your company. But to give the additional estimate as in home, on the spot, when the movers are there and have already placed the majority of your belongings on the truck to leave you stuck on the spot with the decision to either pay the rest or pay to have it removed is not fair.

BBB suggests consumers to get 3 quotes. How can you say that you are fairly competing with other companies when you will probably ensure a lower rate because your rate is not really accurate when a more thorough company will go into the home and tell the person a more accurate rate at that time. True enough all consumers are looking for the best deal but when your company is not dealing with an honest hand you will get more clients but you will have more disappointed clients. Devastated

Lastly, I am glad that you feel that you can send these rebuttal comments but in all fairness when you are not the customer who has been dissatisfied with the services be it the cost, damages, and any other issues that your clients are dealing with, I would rather you sound more humble and reach out to try to help those customers. I have seen your posts that advise for the people to contact you and you will see what you can do. However I am positive that they did reach out to you and to no avail and the final result was them venting on these different ripoff or complaint websites. I am one who tried to reach out to you via email per the conversation I had with your dispatcher. I realize you are busy but I know that the damaged items and the lost clothes should have been a priority. As I am typing to you I have just
received a call from a claims specialist. 
This is good after 5 days of following up on my lost items. Sadly my husband and I put our trust with our furniture, our wedding gifts,  our clothes, our livelihood in your hands, with the hopes that it would be delivered safely from Herndon VA to Chandler AZ. This move was a relocation to my husbands new employer and I have been devastated by your services.
Still saddened by your services,

Paula K-M