Complaint Review: American World Van Lines AAA Careful Movers Rent Arms And Legs

In Jan. 2006 I hired American World Van Lines to move my household from VA to MA. I was advised by the Senior Moving Consultant (at that time), Jon Barnea, that AWVanlines used their own trucks and their own employees and that I didn't have to worry about any contractors. I chose to pay more for a (so-called) National Company, rather than a small contractor to assure a safe and smooth move. I was advised that I would be contacted one week prior to the move, by AWV, to assure that everything was a "go" and then again 24 and 48 hours prior to the move to provide details of the truck's arrival. After paying a large deposit I believed that I was being taken care of. One week later, I had a few packing questions. I left message after message for Jon. Two and a half weeks later I still had not received a response from Jon and I couldn't get ahold of anyone else from the company. Finally, four days prior to our scheduled move I got ahold of a customer service rep, Carolyn, who had no idea why I had not been called. Turns out, Jon no longer worked there and no one had checked his messages. No one called me and our moved had been lost in the shuffle. Our paperwork was finally found and I was told the dispatcher would call me. 24 hours later I still hadn't received a call. I had to wait two days to finally get the dispatcher's phone number from Carolyn and call him myself.

When the truck arrived, it was a rented Penske truck with three movers (one didn't speak english and two had never moved anyone before). They were hired by Rent Arms & Legs who had been contracted out by AWV! I was forced to deal with third and fourth parties!!!

The owner of Rent Arms & Legs, Jack Modena, wanted to deliver our goods the very next morning. I had been advised by AWV that it would be two days at the earliest for our goods to be delivered. Jack stated that he was going to charge me to hold our stuff 12 hours. I had to dispute this whole ordeal over three hours while untrained packers carelessly packed our belongings.

I advised both companies that my husband wanted to be present for the truck's empty and full weight. (AWV's website even states that the consumer has this right). We were told by the men moving us that we weren't goign to be able to do so. While my family was in transit I advised Jack, that we would not accept delivery of our goods until we were present for the truck's weight. He claimed the trucks weight was 8600+ pounds. We thought it seemed high and were concerned we were being told we couldn't be present for the weight. Jack finally conceded by stating we had to find a certified weigh station and pay for the weighing ourselves! Keep in mind we were traveling at the time. Our contract stated that the cost included weight ticket fees. I advised Jack I didn't feel his estimate was correct and he stated that he would not deliver our goods without paying the amount he stated was correct first. He stated that if the weight came up different then he would refund us the difference. When the truck was weighed (twice) we found the weight to be 7700 lbs. exactly. That is almost 1000 pounds less than what Jack claimed it to be. He stated that the fuel tank being empty or full could make that difference!!! When our things were delivered there was damage to high ticket items.

I have reported both companies to the BBB and also the FTC, and am currently seeking legal assistance. Jack has responded to my first three phone calls, regarding our refund, by stating he will send the check out. He has refused to do anything about our claim for damages to our goods and has hung up on me twice.

Please note I have given adequate time for retribution to have been made by both companies. Our move took place Feb. 9, 2006 and today is Apr. 27, 2006. I received a response from Megan Frederique, via the BBB, stating that they contacted Jack to refund my money on 3/31/06 and that all I had to do was forward my copies of the move paperwork to her and she would begin the claims process. I have left numerous messages for a response since I have no fax or correct address to forward paperwork they should already have.

I still haven't recieved my refund and no one will take my claim, or atleast give me the info I need to provide them with information they should already have.

I warn anyone to NOT USE EITHER of these companies. They are both frauds and irresponsible business owners.

Elisha
Sturbridge, Massachusetts
U.S.A.