This is a copy of my complaint to the company and the BBB. The response I received was an "we apologize for the movers actions, no response on what I consider an overcharge of an additional hour, or the packing supplies which they did not use.
To Whom It May Concern:
I am writing in regards to a move I had locally on January 18th with American Van Lines East. I was given a quote from your sales rep, Jim for a move from Clearwater, FL to Riverview, FL with one stop in between to pick up a television.
During the quote, Jim assured me that he would beat a quote I received from another mover. However, he failed to mention that the quote did not include packing my furnishings to include my mattress, box spring, sofa and fabric chairs as well as my glass top dining table. I was charged astronomical fees for these supplies which increased my quote by $135.00. I called and complained to him about this and he said, well it must have been a misunderstanding on my part. I have moved six times in the last 3 years, five of those times long distance across the country. NEVER have I had to wrap my furniture for the move other than the moving company putting blankets over my items, absolutely NEVER!
Not only that, I was charged for 2 rolls of shrink wrap for my sofa because the movers said it needed to be covered. If it needed to be covered, why wasn't it covered over the bottom as well? Also, my dining room chairs are all fabric, those did not get covered. The reason I was told for these packing supplies was to prevent my items from being contaminated from any types of things that might be in the truck from previous moves to include possibly roaches, scabies, fleas, ring worm. I was charged for two rolls of shrink wrap and they used less than one roll. I should be reimbursed for the remaining fees. I was also charged for 7 rolls of tape. He used less than 3.
My other complaint is in regards to the movers themselves. As they carried my boxes to the truck, I witnessed them opening the boxes to see what they contained. I was loading stuff in my car at the same time and heard JR tell Pelly, ooh, look. There's an Alf doll in this box. There was ABSOLUTELY NO reason under any circumstances for them to open my boxes. I packed them myself. JR asked for drinks because he was thirsty... And when I found something for him to drink, he didn't even have the decency to thank me.
At the destination I waited 20 minutes for them in the lot of my complex because they called and said they couldn't get around another moving van. They went in the wrong gate and could have turned around. If they had not delayed spending 15 minutes sitting at my dining table and another 20 minutes sitting in the parking lot as well as arriving at the first location 15 minutes later than was written on the paperwork he filled out, I would have saved an additional hour in time for the move.
In speaking with Jim, the sales rep concerning my complaints, I was told that I could save time to help accommodate the cost of the packing supplies if I have the movers drop my stuff in a garage instead of putting it in the apartment and therefore I could move it it myself. I didn't pay a moving company what was originally quoted me a fee of $270 for a move that ended up costing me $475 to have them dump my belongings in a garage - which by the way I don't have.
Also, to add to the dissatisfaction, my large screen television which was moved as well, worked before it was picked up and now does not work. I have had to schedule having a repairman come out to tell me what is wrong with it. However, regardless of having insurance for the items that is included in your rates, electrical appliances mechanical problems are not covered.
I have learned a valuable lesson with this move regarding American Van Lines East and will be sure to pass my dissatisfaction along to those I know as well as complain to the BBB regarding the service I was given.
Recruitmechick
riverview, Florida
U.S.A.
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