American Family Mover

I originally reached out to A.F.M (AMERICAN FAMILY MOVER) in January 2025 to discuss my family's move from Nevada to Virginia in June 2025.

"Daniel K." - who I have not heard from since - provided a moving quote of 650 cubic feet and $3,575 for a THREE BEDROOM home with furniture and 60-70 boxes.

I have no clue what happened to Daniel, but somehow I was passed along to an "Adrian". In March, we agreed to pay an additional $873 for moving/ packing supplies, which increased our total to $4,448. Daniel, Adrian and their website does not disclose that they are a broker. Total deposit paid to AFM was $1,112. This email provided is labeled "BINDING MOVING ESTIMATE."

Two weeks before the move and I have heard nothing from AFM. I call, and Adrian is not available, and I am speaking to someone new, named "Ray." I knew that there were different amounts I needed to pay (deposit, pickup and drop off) and I wanted to clarity them. 28 minutes on the phone with Ray and he was able to give me no answers. Ray could not even tell me the amount that I had already paid AFM.

On 06/09/25 1 called and was able to speak to Adrian, who was able to give my payment breakdown and let me know someone would call the night before to set up times for pickup. I told Adrian about my unsatisfactory call with Ray, and he gave me his work schedule and the best times to get ahold of him. I told Adrian this was making me very nervous, and I was assured that this was a one time slip up- and that Ray was just new. This would be the last time I spoke to Adrian.

I didn't get a call the night before, I got a call three nights before, and asking if I would be ready for pickup the next morning. I declined, and said Monday is still the day for us. Sunday night comes, no call. Monday morning, I wake up at 6am Nevada time to call Adrian, because he told me he would be in office "ready to help!". I get Ray again. 32 minutes of being on the phone, we finally figure out who my movers are going to be and instead of them arriving in the morning, as promised, they arrived to pack up my three bedroom home at 630pm.

The four men who showed up (Master Moving and Storage) had our items packed, sitting in the street, said that we needed to pay more. Stating that calling the police wouldn't make a difference, and gave us a piece of paper to write a positive review while they stood and watched us. The paperwork provided from the man said we had 33 boxes(37 less than what we had planned on) but blamed it on our "furniture". Which was all disclosed in our binding estimate with AFM.

Clearly outnumbered, and backed into a corner, we were terrified- and all of this occurred after hours (9pm) when AMF wouldn't answer the phone. The frontman, who appeared to be the one who spoke the most English said our new total was $8,200 and told us we needed to call our financial institution to make sure the charge went through. He said we would be emailed paperwork, that was never received.

Pickup happened on 6/16 and it is now 6/25. Our BINDING estimate from AMF states first available delivery date is 6/23. Obviously that date has came and went, without hearing a from ANYONE. We call, of course, Ray, is the only one available. Ray says now that we have a window of 21 days for our items to be delivered (not in our contract, nor disclosed to us) We asked Ray if he had been leaving messages for Adrian - our moving specialist to call us, and he gave us the run around. Obviously he is ducking our calls.

Our furniture was delivered on 6/30- before unloading the truck, the men demanded money orders for our outstanding balance. We have unpacked our boxes, and several items are damaged, or flat out missing- some missing items include several bottles of Chanel perfume, Tory Burch sandals, and my Dyson hair dryer. No care or effort was put into packing the boxes, and broken glass almost sliced our forearms open while opening the boxes.

An open oil air freshener was placed in the box, destroying matryoshka dolls that I have had since I was a girl, that family members brought to me from overseas. Several items of furniture are also damaged.

We called on 7/21 and spoke to a "Gay" who said Adrian isn't available-again. We sent an email at her request to show damage(s) by including the details and several photos, but they still have not responded. AFM has been non responsive with my phone calls, or emails since they originally started on 6/14/2025.

* **keypoints:

* Moving company did not honor a binding estimate.

* The broker provided estimates much lower than the actual charges from the moving company

* moving company did not provide me with an opportunity to view the weighing/space measurement

* broker misrepresenting itself as a mover. Website didn't indicate broker status nor did broker mention it when arranging the move.

* It’s now FEBRUARY 2026 and Adrian or a manager from American family mover has NOT returned any of my phone calls or emails.

Move size: 3 Bedroom Home Service cost: $8300

I originally reached out to A.F.M in January 2025 to discuss my family's move from Nevada to Virginia in June 2025. "Daniel K." - who I have not heard from since - provided a moving quote of 650 cubic feet and $3,575 for a THREE BEDROOM home with furniture and 70 boxes of items.

I have no clue what happened to Daniel, but somehow I was passed along to an "Adrian". In March, we agreed to pay the additional $873 for moving/ packing supplies, which increased our total to $4,448.

It's about two weeks before the move and I have heard nothing from AFM.

I call, and Adrian is not available, and I am speaking to someone new, (again) this time, it's "Ray." I knew that there were different amounts I needed to pay (deposit, pickup and drop off) and I wanted to clarify them. 28 minutes on the phone with Ray and he was able to give me no answers.

He couldn't even tell me who was assigned to my move. On the 9th I called and was able to speak to Adrian, who was able to give my payment breakdown and let me know someone would call the night before to set up times for pickup.

I told Adrian about my less than satisfactory call with Ray, and he gave me his work schedule and the best times to get ahold of him. Little did I know, this would be the last time I spoke to Adrian.

Well, I didn't get a call the night before, I got a call three nights before, and asking if I would be ready for pickup the next morning.

I, unfortunately declined, and said Monday is still the day for us. Sunday night comes, no call. Monday morning, I wake up at 6am Nevada time to call Adrian, because he told me he would be in office "ready to help!". I get Ray again. 32 minutes of being on the phone, we finally figure out who my movers are going to be and instead of them arriving in the morning, they arrived to pack up my three bedroom home at 630pm!

Another surprise - how is AMF doing their estimates? With our furniture, and 33 boxes (37 less than what our estimate states) we are NOW to pay $8,200?!? About double our estimate. I would understand a thousand or two, but seriously AMF is out of touch with their estimate figures.

So pickup happened on 6/16 and it is now 6/25. Our estimate from AMF states first available delivery date is 6/23. Obviously that date has came and went, without hearing a PEEP from ANYONE.

We call, and of course, Ray, is the only one available - oh, and don't bother asking for a supervisor because there never is one "available". Ray says now that we have a window of 21 days for our items to be delivered. We asked Ray if he had been leaving messages for Adrian - our moving specialist to call us, and he gave us the run around. Obviously he is ducking our calls.

They claim to work with professionals- they sent over Master Moving INC which has an F rating with the BBB ! An F!!!!

Even though I was told we would revive a three day notice of when our furniture would arrive - we were given a 12 hour notice by the driver. The moving company called while the movers were there and said they were "en route". Before they started unloading they wanted the remaining money first. Nothing is labeled and everything is thrown into boxes.

Furniture delivered 6/30 from a 6/16 pickup.

We also seem to be missing over $1,000 in belongings. Including my Dyson hairdryer, Tory Burch sandals and several bottles of Chanel perfume.

An oil diffuser (open) was put in a box, obviously oil spilled on countless previous items- including matryoshka dolls from Kazakstan family brought to me from overseas. Bedroom furniture scraped up. We almost sliced ourselves open with the amount of broken glass that was in this box.

We called again today 7/21 and spoke to a Gae (gay) who also has no idea why Adrain hasn't called. She asked for an email, which was sent promptly after she asked- (even though they haven’t responded to any of my emails since 6/14/25) She couldn't tell us who was in charge of the company - what employee doesn't know who the CEO is of their own place of employment - and told us her managers name is "Danielle".

Move size: 3 Bedroom Home Service cost: $8200

DO NOT USE THIS COMPANY!! Still waiting for a response from American Family Mover (AMF) to our request for a refund of our deposit, given that they NO-SHOWED our confirmed move. We made a reservation with AMF in April, to move our daughter from MA to SC. I understand now that AMF is a broker more than a moving company, which was certainly not clear during my initial conversations with the rep (Adrian). He was very friendly and reassuring that we were all set with our dates, which I expressed were crucial. I confirmed via email & phone both the week & day prior, was reassured that our window was 8am-10am on June 10th, and was told that the movers would call by 6pm on June 9th to clarify a more precise time. They did not call, so I called Tuesday morning June 10th at 8am and was reassured that "since it was confirmed they would probably just call when they were 30 minutes away." So my daughter and her fiance sat in the middle of all their boxes and waited. We called the main number and spoke with "Ray" many times over the next 9 hours, trying to understand what was going on. All he could say was that the main office was closed (Tuesday mid-day?), the internal team was not responding to his inquiry, the internal team was working on the inquiry but had no information, and there was no manager available. We asked who the movers were and he couldn't say. We asked that someone contact the movers and he said there was no way to do so. It all made no sense. We were increasingly fearful that this was all a big scam. When there was still zero information at 5pm, we concluded that AMF was either a total scam or had, at the very least, been unable to honor our confirmed reservation. Our daughter and her fiance scrambled to rent a UHaul and load everything themselves, while my husband and I canceled our vacation and drove 4 hours to meet up with them and drive their UHaul from MA to SC ourselves. When a new AMF agent called at 5:30pm and said they would have someone there at 7am the next day, we had zero confidence left. When the "mover" called at 7pm, I said I had a couple of questions for him, including when he thought he would arrive in SC? He asked if he could call me back... and then never did. Our fears were confirmed and we continued with our emergency pivot. In hindsight, it probably should have been a red flag to us that we couldn't pay by credit card, even though their website says they accept credit cards. We have reached out to Four Winds Relocation, LLC (to whom we were required to pay the deposit by Zelle or Venmo), but they have not responded to us either. We are positive people by nature and almost never post negative reviews, file formal complaints, or pursue legal action. This whole experience, however, has been deeply frustrating.

Move size: Studio Service cost: $1800

Amazing professional team & I couldn’t have moved without them they definitely deserve a raise. They were so fast and the drop off location, I felt scared and was worried that they were gonna back out as I moved into a walk up. I was really amazed four flights of steps and they didn’t complain once and I have some heavy items. They definitely did all the heavy lifting and they were in and out in about 45 minutes, AMAZING. I most definitely would recommend them to anyone and if I ever decide to move, I definitely know who I’m calling. THANK YOU EVERYONE AT AMERICAN FAMILY MOVER

Move size: 4 Bedroom Home Service cost: $8500