DO NOT USE!
AVL has been a nightmare from the start. They pay for reviews, and I have evidence of them paying to remove bad reviews. TRUST ME! I will take the time to explain my entire story and provide evidence of their scam to anyone who wants to use them.
First they showed great customer service (calling many times, answering the phone and emails) and offer a binding quote WITHOUT a visual appraisal. We asked, they said it was not needed and we went through our entire home and boxes. They assured us that going through the rooms, and describing the furniture will be accurate. They then asked for 50% deposit which was $2500. During our initial discussions, we indicated that we ABSOLUTELY COULD accommodate an 18 wheeler; however, they still added in a shuttle charged of over 1k. It was a hidden fee and never explained to us.
They called (one day before) to confirm the day and time (prior to they had a 3 day window) and arrived on moving day with a smaller truck than agreed upon based on the estimate. We have a 2800 sq. 4 bedroom house, and they brought a very small truck. Not only was the truck a Ryder rented truck, it was half full with someone else's belongings. To make matters worse, it wasn't AVL, it was 2 men from a different company called Quality Relocation. They subcontracted us out to a company that has terrible reviews. We never would have agreed to hire this company!! AVL confirms on their website they do not subcontract. WHY WOULD WE PAY A DEPOSIT TO A COMPANY THAT DID NOT DO THE MOVE? WHY WOULD WE OWE THEM MONEY?
When we asked for another truck, American van lines said they could not help, we needed to go through this random third party; meanwhile they still have our deposit. The individual from the third party indicated we could not get another truck for another 4 days. We had to rent a storage space In Boston for the remaining items left at the house that did not fit on the small / half filled truck they arrived in. We asked AVL for a hold on our items (for one week) being delivered and although they said they could accommodate they did not (probably because they subcontracted us out a completely different company.) We got a call saying our items would be delivered to South Carolina within 48 hours and it would cost an additional $4300 for the delivery. They insisted we pay the day before it arrived. This was never agreed upon. So now we had to hire another storage facility until we were able to arrive. We had to scramble to find one on a weekend since they were delivering on a Sunday. How could we be in two places at once? They were delivering our first truck in SC on Sunday morning, and picking up our second truck of items in Boston as the same time and on the same day (Sunday morning.) The $4300 price for the first truck did NOT include the second truck. We tried to contact American Van Lines multiple times by email and phone with no answer or response. We have evidence and proof that they did not answer our calls or email in which we literally asked "are we being scammed?" At this point we have paid AVL $2500 of the binding contract estimate, as well as $4300 to the third party who threatened to charge us 1k a DAY if we did not pay immediately. We have two small kids and I'm pregnant and we had no choice.
When we finally got our belongings out of storage, we saw that they lost our bedframe, several other items and damaged our furniture. They handed over the weight ticket over a week after repeated requests and the ticket is from 2 very different locations - and was the weight of the ENTIRE truck (with other people's belongings.) It had no truck number, or lading number. They stated that our items weighed 7600lbs ON ONE TRUCK but we fit everything onto a small UHAUL truck we had to rent to take our stuff from the storage facility in SC to our new home. They insisted we had far more boxes and items than agreed upon but this was clearly part of the scam. They tagged random pillows, a shoebox.
Quality Relocations picks up the second half of our stuff on Sept 27th (4 days after the original pick up date) again in an unmarked RYDER truck and we did not get our belongings until October 19th. We called AVL several times and they kept telling us to call back, there was a problem with the truck and the delivery, and they cannot locate the truck. Finally, we spoke to someone who said the items were "in Maryland." We offered to go get them ourselves (again we have 2 small children and had none of our stuff.) They refused to help us, compensate us or give us answers. They kept saying it was our fault for having more stuff than we said we had, and that it was a "ripple" affect. When the second truck arrived, almost 3 weeks later, Quality Relocation demanded $3500 MORE. So now, a quote of $4800 has turned into $10,200.
DO NOT USE!!!!!!!!!!!!