American Van Lines review: Moving interstate, from AZ to IA contract # 597685

To whom it may concern,

April 30 2026, we contracted with American Van Lines to move our household goods from 6832 N Citrus RD Waddell, AZ to 1806 Elk Horn Trl Pella, IA. Our experience with the organization did not meet our expectations of moving our items with care, timeliness of pickup/ delivery, and customer communication. Order No:597685

Due to issues described in this letter reflecting their incompetence, we are asking for a full refund of $10,131.47.

Summary of issues
• American called last minute requesting us to delay our move base on them over booking moves that their logistics team could not handle. We could not adjust the dates based on the selling/buying houses.
• American sub-contracted our move to Pole Position Carriers at the last minute for pickup on 6/24/2026 to meet the pickup window of 6/22/2026 to 6/24/2026. The foreman arrived with a pickup truck and trailer and was combative, didn’t speak English very well. American was called by us to confirm this moving pickup/trailer were for real, Dan Stankovic (American Customer Service Rep) assured us this was correct due the sub-contract.
• The delivery was sub-contracted to ALM Premgroup LLC to deliver with Pole Position Carriers. Delivery was by a box truck which didn’t have USDOT# on the truck. License plate – California 65930M4. Delivery was contracted for 6/29/2026 to 7/13/2026. Items were delivered 7/17/2026 by ALM Premgroup LLC, who the USDOT shows this trucking company out of service since 5/12/2026. Driver – Oscar spoke minimal English, hard to communicate. Based on the USDOT they are Out of Service. And several days late.
• There were several items broken and/or damage – Driver Oscar indicated our load was moved several times. Many boxes were crushed, items not wrapped well or not at all, and totes lids were open.

We wanted to get this in front of you for your review and to assist with a remedy for this issue. The following is a detailed sequence of events and damage details of what we have unpacked so far. Please review.

Sequence of Events
1. 4/30/2026 – Called American to schedule move from 6832 N. Citrus RD Waddell, AZ 85355 to 1806 Elk Horn Trail Pella, IA 50219. We used American when we moved in 2008 and had a great experience. Move coordinator was Rick Peveler [protected] ext 426. Expected move was 6/22/2026 -6/24/2026.
a. 4/30/2026 Review known inventory of items to be moved with Peveler, the cost listed $6429.86, paid 50% - $3214.93.
b. 6/12/2026 Due to additional updates to the number of boxes and custom packing the total was increased to $7749.64 for additional inventory, an additional $660 paid to ensure the amount paid was 50%.
i. Dates for the move were confirmed during this interaction. Pick up date to be 6/22/2026 – 6/24/2026, with Delivery 6/29/2026 – 7/13/2026. Included in the $7749.64 was an additional $500 due to request for delivery not to be made until 6/29/2026.
c. 6/15/2026 Final review of inventory to be moved, cost went up to $8417.04, an additional $334.50 was paid to meet the 50% of total due requirement.
d. 6/19/2026 Confirmation of pick up received for 6/24/2026 at 11:00, was provided by Dan Stankovic from American [protected] ext 836.
e. 6/23/2026 Stankovic called to see if we could delay our move, they had over booked and were unable to meet the timeline established. We let him know we needed to be moved out of our home by 6/24/2026. He indicated he would work on a solution.
f. 6/23/2026 Vitalii, he said he was from the moving company (didn’t say which moving company) and would be at our home on 6/24/2026 between 8:30 – 12pm. He arrived around 11 am with a pickup truck and box trailer. He didn’t speak English very well and was hard to communicate with him. A call was placed to Stankovic and he said yes, these were the folks that would be picking up our load.
g. 6/24/2026 Vitalii went through the house reviewing the inventory to be moved and they proceeded to packing the trailer.
i. As they were loading the trailer, I received a call for additional items in inventory. I received an addition list but not a total list to compare and communication with Vitalii was impossible. The cost went up to $10,131.47.
ii. We were on the road to our new destination of Pella, IA - a lady from Pole Position Carrier wanted us to pay half of the remaining balance or $2961.02, with the balance of $2962 to be paid prior to delivery before they would move forward.
o 7/17/2026 Come to find out Pole Position contracted the folks that delivered our load, and they were stored in a warehouse somewhere in Phoenix and appear to been moved multiple times, many boxes and totes were smashed. That company was ALM Premgroup LLC. EIN [protected], USDOT 4406104, MC 1730259 delivered the load on 7/17/2026 to our Pella location. USDOT shows this trucking company out of service since 5/12/2026. The driver didn’t speak English well enough to communicate. Issues with the load -Impossible to complete inventory for the following reasons
 Many items had no number attached
 The item numbers did not match the inventory list in many instances - for example item # 9 said bar stool and it was a tote.
 Some items had two numbers.
 There were many items with missing numbers but until we are fully unpacked it is impossible to tell if there are missing items.
o Driver and the 3 helpers were on their phone extensively - one helper left early because of a pay issue making the unloading take longer than necessary and leading to more damage in the process (ie. Wood floor)

ISSUES Found Thus Far
1. Handmade Amish Quilt used to wrap wooden headboard - it was pulled from a box labeled quilts and bedding. Prices for king size Amish quilts begin at $1000. And why were they opening sealed boxes!
2. Broken tote - the lid was crushed such that the contents got scattered throughout the truck. Multiple DVDs were recovered but I haven't determined if any are still missing.
3. Sewing machine in case was not wrapped, and the case was busted off the machine (picture as it came off truck)
4. Furniture damaged:
• Bar stools (3) with metal frames were not wrapped and were stacked on top of each other. These stools were in perfect shape and now are all scuffed and scratched.
• King size bed frame - footboard has gouge in wood and an extended piece of the veneer was detached
• Entertainment center has large piece of wood that was broken off frame
• Bookcases - multiple scratches and/or gouges on both solid wood bookcases
• End table - scratches along front edge and along legs where finish was raised
• Printer stand - gouge in top finish (picture)

5. Home damage
• Large scratch in hardwood floor - this was reported to driver as it was caused as they slid wooden furniture on wooden floor (picture), he said to call company.
6. Items destroyed - multiple boxes were crushed. Many were marked fragile or glassware but that apparently had no impact on the handling.
• Box 1 crushed - pictures of all items
o Pottery broken - these were all art show pieces and leave me now with incomplete set
 2 handmade ceramic coffee mugs
 Handmade pottery bowl 10 "
 Handmade pottery bowl 12"
 Handmade pottery pie plate 12"
 Décor handmade potter bowl 12”
o Blue/White antique pitcher - 12"
o Blue/Cream antique pitcher – 10”
o Green/brown striped vase - 10"
• Box 2 crushed - pictures of all items
o 2 heavy drinking glasses - blue - part of set
o 2 antique pink depression wine glasses - part of set
o 2 handmade pottery mugs

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