American Van Lines LLC

I recently carried out a US interstate move through American Van Lines. My experience was horrific, and I strongly advise prospective customers to look elsewhere.

(1) As of early August 2025, American Van Lines markets itself primarily as a full-service mover (e.g., https://www.americanvanlines.com/moving-services/), but they also delegate moves to other companies. In my case, they delegated the move to another company (Jackson Movers, DOT #97376).

(2) American Van Lines provided an 11-day delivery window in the invoice, and a 12-day delivery window in the signed binding estimate, yet my delivery was scheduled for a date outside both windows.

(3) American Van Lines did not provide a specific delivery time in our phone calls, even the day before the delivery, even though I repeatedly informed them I intended to use the delivery time to reserve legal parking in my city. This issue was ultimately resolved after I repeatedly called customer service, and emailed both American Van Lines and the agent company.

(4) The agent company attempted to collect a duplicate $400 shuttle fee that already appeared on my signed binding estimate. This issue was ultimately resolved.

(5) Two staff members from the agent company requested, in separate phone calls, that I either prepay in full before delivery or pay cash at delivery, even though the signed binding estimate explicitly allows credit cards at delivery (credit cards at delivery offer more protection to consumers). They backed down only after I repeatedly cited the signed binding estimate, the content of 49 C.F.R. § 375.217(c)(1), and threatened to involve law enforcement.

(6) About four hours before the delivery, the driver stated he would not deliver unless I paid by cash, money order, or cashier's check, even though I had offered to pay by credit card and staff members from the agent company had already agreed the previous day to authorize a payment by credit card upon delivery (consistent with the signed binding estimate). This issue was ultimately resolved.

(7) Upon delivery, several items were damaged: two boxes were partially crushed and soaked with liquid, and my bike had a flat tire.

Before delivery, I filed an FMCSA complaint against American Van Lines due to the timing of the delivery. After delivery, I submitted a claim alleging damages to my possessions, and am awaiting acknowledgement at the time of this review. I strongly advise prospective customers to look elsewhere. If you choose to hire American Van Lines for your move, I suggest reviewing consumer protections (https://www.ecfr.gov/current/title-49/part-375) and bookmarking the FMCSA complaint portal (https://nccdb.fmcsa.dot.gov/NCCDB/Home.aspx) in case they do not comply with federal regulations during the move.

Move size: 1 Bedroom Home Service cost: $3877

I hired this company to move my condo based on what I thought was a professional, flat-fee service. The sales rep, Michael Vicianaza, came to my apartment for an on-site survey and confirmed the full list of items, including all the essential appliances like my refrigerator, range, dishwasher, microwave, washer and dryer. These were clearly listed in the signed contract and inventory.

On moving day, the truck arrived four hours late, and the driver immediately told me he wouldn’t be delivering the appliances unless I paid extra, despite the fact that I had a flat-rate contract. He claimed he was only being paid by the company for 4.5 hours of labor and said delivering everything would require an extra 1.5 hours, which I’d need to pay for out of pocket. When I refused to be extorted, he refused to deliver my appliances.

I spent nearly a week trying to get a response from anyone at the company. Calls to their main office line, direct lines to several representatives and to the rep's cell who set it all up, were ignored. Zero accountability.

Finally I had to hire a different moving company to finish the job at my own expense, and lost another full day of work in the process.

Bottom line: This company broke its contract, extorted me, ghosted me, and left me with massive inconvenience and extra cost.

It is highly advised to avoid them at all costs!!!

Move size: 2 Bedroom Home Service cost: $975

We only have had bed interactions and service with them. I think it is normall for a customer to assume when you do business with a company, that they are taking care of your stuff. Wrong!!! They only take your order. Our furnishing has been handled by 3 other companies. Never has our product be handled by American Van Lines. Furthermore I think that customers should stayed informed. Wrong, Their customer service is not up to par. One tells you that you will hear something the next day and then the next day, you call and a snappy person tells you that it is normal to give the customer 1 day ahead notice before the trucker comes. Told other people that and they told m that a good logistic group knows days ahead what the plannings are. American Van Lines don’t. And if you become mad because they give you contradiction info, they block you.Very unprofessional! I have never in my life had such an experience as I had with them. But especially using other companies for our move was for me unacceptable. Especially the last one that unloaded our products. They demanded, that they get cash and to pay before the products where out of the truck and delivered to us. If that are companies that American Van Lines do business with, I know enough . Never wil I use them again and if people wil ask, I surely will give an negative advice. This company doesn’t treat customers with respect.

Move size: 2 Bedroom Home Service cost: $6500

I am extremely disappointed with the dishonest and unprofessional service I received from American Van Lines.

Before I signed the contract, I was told that delivery would take 3-5 business days, which was a major reason I chose this company. However, after signing, they changed the invoice, added unexpected charges, and pushed back the delivery timeline without clear communication or consent.

This bait-and-switch tactic felt manipulative and unethical. Once they had my belongings and signature, they delayed delivery significantly, giving vague excuses and refusing to take any responsibility. I had no choice but to wait while they held my items essentially hostage.

On top of that, they overcharged well beyond the initial quote, and I was forced to pay inflated fees that were never properly explained or agreed upon upfront. The invoice was adjusted in a way that felt intentionally misleading.

Their business practices are deceitful, and they clearly take advantage of customers once the move is in progress. It’s unfortunate that such companies prey on people during an already stressful time like moving.

I strongly caution anyone considering American Van Lines to reconsider. Read all reviews carefully and document every interaction before agreeing to anything. I have filed a formal complaint with the Better Business Bureau (BBB) and FMCSA (Federal Motor Carrier Safety Administration) and encourage others in similar situations to do the same.

Move size: 2 Bedroom Home Service cost: $8300