Good Morning Monique Smith,
I had to send this email to you because there was a serious breakdown in communication. From day one I explained that I was on a very tight budget and explained my situation to you thoroughly. Although you pretended to understand you still pushed me and my family under the bus. I told you that I was not financially able to pay hotel expenses after paying mortgage and rent in two places.
From our conversations you informed me that drivers cannot drive more than 500 miles a day. The only reason I contracted with American Van Lines is because you told me that I would received my goods within the same day. I explained that my move to Fort Polk, LA was half that distance. You stated that I would receive my goods within the window of pick-up. I understand now this was nothing more than an attempt to get my money and leave me hanging.
You told me that I would receive a call from dispatch 24 hours before pickup; however, I received a call at 12:40 the movers were arriving in 20 minutes on the 7/18 and they arrived two hours later. You told me that the company had called and left a message to inform me of their arrival. Since I have caller ID, I received no such phone call. American Van Lines has lied to me from the beginning and has continued to disregard me as though I do not matter.
If this is reputable company, I do not wish to do business with this company ever again. You have not delivered anything we discussed. I know my worst nightmare is yet to come since my furniture was taken off one truck and put onto another truck along with other people's household goods. (Per your so-called reputable company) How is the weight determined? I was so upset with service American Van Lines delivered I had to contact my husband in Iraq to let him know what has happened. Since we are on a military budget, our funds are limited! I trusted ever word that you told me because I thought you cared about the providing excellent customer service.
When we relocated from Arizona to LA, we had our household goods in five days as promised verbally by Wheaton. The company that moved our goods was VERY professional. They notified me via phone 2 days before they arrived. This is why I cannot understand why it should take unknown days to go 220 miles.
Surely you have covered yourself in this matter; however, the company that was sent to my home to pick-up my household goods was VERY unprofessional! There was another breakdown in communication because the movers seemed to NOT understand or speak English. I explained to them that I did not want certain items put on the truck because the weight issues I was concerned about. They did not listen and put these items on the truck anyway. For example, one driver almost put my trash on the truck that was located in the garage. I had to get my neighbor to come over because I could not believe what was happening. He also thought I received a raw deal with this move and made several suggestions that I will consider.
Since I was under the impression that I would receive my household goods the same day I went to the bank to get a check for the balance and all the items were on the truck. I asked the driver when will I receive my household goods, he laughed and said he did not know I had to call the office. I tried to call the office they did not answer the phone nor return my messages. What kind of reputable company leaves a customer wondering?
I realized that I made my mistake contracting with American Van Lines, but I assure you I will never make this mistake again. I know two other military wives that are relocating back to Fort Polk as well and I told them how American Van Lines treated me and they both decided to find another source to move their goods. I had referred them to your company because you seem to care about my needs during this stressful time. See I trusted you and I guess that where I made my mistake.
Although American Van Lines has left us helpless and homeless, we still plan to file a complaint with any and all agencies that will listen. We do not want this to happen to another military family, since we depend on pure authentic REPUTABLE moving companies everyday.
— Original Message —
From: Monique S.
Valerie,
My driver has been calling to confirm that they will be there for pick up on 7/19
As we discussed, I just added the weight to put you at ease. This cost was based on adding over 600 lbs which was estimated high. I looked at your items and didn't see anything that was extremely heavy. Your TV is 150lbs I have it listed at 175lbs along with a lot of other items that you have.
Avlhq.com
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