Complaint / review text:
If there were negative stars I would give it to them. I have moved 12 times in 9 years but have never had such a horrendous experience. The actual men who pick up are not the problem, they are kind, courteous and professional. I made it very clear that I was only in the destination address for a 3 day period and needed my belongings to arrive. Aside from the initial discussion with my account customer service person Latoya, it was almost impossible to reach her and the only thing she could tell me was that she had no information on the expected delivery even into the first day of my 3 day window.
I had to call repeatedly, left messages and emails until I finally got another representative on the phone who looked up my account to tell me that it wasn't due to arrive until the following week when I would no longer be at the destination to receive it. I also learned that my things had not even left their warehouse in Florida even though they had been picked up over a week earlier. I asked for them to be returned to my house in Florida and refunded to which I was refused! I asked several times to speak to a senior manager to which I was also refused and finally got an email from Latoya's supervisor Tamika apologizing and asking me not to escalate. They do not even ALLOW you to escalate because they refuse to let you speak to anyone higher up.
The things arrived on the evening of the last day delivered by a third party whom they subcontracted with. I would highly recommend going with Nu Lyfe moving before using American. It's unbelievable the behavior of their customer service and amazing that their senior level management allows this. I was promised a call from Tamika the day following delivery to see how the move went, never got one. Several days later Latoya called.