American Van Lines Been over a month and no news about my household items, Internet
I had used 'Nationwide Relocation Services' to move my household items from Texas to California. Turns out they used 'American Van Lines' to deliver the items. Its been more than a month that American Van Line has taken my household item from my previous residence. They promised to deliver within a week and now I have no news on where my stuff is. I am told each week that they will give me an ETA the following week. I have called them every day for the last week and I have not once been able to speak to the dispatcher, whom the customer care people keep forwarding me to.
The customer care dont have any clue about where my stuff is and what is the status (dont know what they are there for). I keep getting transferred all over the place but never get to talk to anyone nowadays. I have gone ahead and bought some new furniture because I dont have any hope that these guys will ever bring my stuff back. There are no laws in this country to keep tabs on these unscrupulous people. I have a two year old daughter sleeping on the floor. I hope this never happens to anyone else and I hope anyone who reads this stays clear of these folks..
2 Updates & Rebuttals
Kiran
Aliso Viejo,California,
United States of America
Missing Items after a month long delay
#3Author of original report
Sat, February 11, 2012
I can understand a delay of a few days or even a few weeks but here the delay was over a month. And the worst part of it is there is no communication from American Van Lines. Also it is very difficult to get a response from anyone in customer service. After lengthy waiting when you finally get through to the customer service they never seem to know anything about your move. My call is then transferred to the Dispatch manager who usually never answers. You leave a number of voice messages but seldom get a call back. When the dispatch manager does call all he says is he would give me an ETA the following week!
After all this frustration when my household items finally arrived - the biggest piece of my household item, my sofa is missing!! I really dont understand how a company can be so incompetent and unorganized.
The claim form said it would take 90 days for settlement. If a delivery that was supposed to take a week took more than a month I can imagine how much time the settlement would take.
Customer Relationship Manager
Florida,United States of America
COMPANY RESPONSE
#3UPDATE Employee
Fri, February 10, 2012
American Van Lines wishes to express regret in hearing of your dissatisfaction with the service provided for your relocation. We have reviewed your posting and located your account with the information provided. It was always in our intention to provide our customers with the most exceptional service ensuring a smooth transition to their new surroundings as we understand how stressful relocation can prove to be, however at times we may fall short of our ultimate goal.
Due to the nature of the business, we ensure our customers understand that delays may occur and with this in mind, our contracts are drafted as such. All dates requested are estimates and are picked up and delivered within reasonable dispatch and reasonable time. We make every effort in performing our customers' moves within the requested moving dates as contracted and try to accommodate our customers despite circumstances that occur beyond our control.
Due to the delay in delivery our office agreed to provide compensation based on the predetermined amount per day stipulated by your terms of agreement. We agreed to waive the final balance due at delivery and a claim may be filed for the difference upon completion of the move.
American Van Lines apologizes for the lengthy delays you experienced in the delivery of your household goods. We appreciate your business and we seek your assistance and as previously agreed request of retraction or modification of your complaints on all sources provided. Please give our office a call with any questions, if any in regards to this response at 1-888-417-7823. We would greatly appreciate your assistance.
Thank you.
Sincerely,
American Van Lines