The move was a complete fiasco. We were supposed to be moved from Rochester, NY on October 30, 2012. We had contracted with American Van Lines for the move and didn’t know that they would sub-contract with Infinity Moving and Storage, which is located somewhere in New York City (it’s unclear where exactly since there are different addresses given on their various forms). The movers didn’t show up on the 30th and no one called to inform us that the hurricane had delayed the truck. We completely understand a hurricane causing a delay but cannot understand the total lack of communication; we didn’t realize at the time that this would be a pattern.
The truck arrived on the morning of the 31st with a crew of two (to move an entire house) and too little space on the truck for our possessions. Fortunately, they were able to unload someone else’s possessions to make room but didn’t return to our house until 5:30. Because there was only a two-man crew, my wife and I had to help load the truck. The crew brought no hand trucks to load our possessions; every box had to be carried out individually. Even with our help, we didn’t finish packing until 2:15am. When we were about to sign the packing manifest, we discovered that the driver had marked EVERY piece of furniture as “scratched, dented and chipped.” While there’s no doubt that some of our furniture fits that description, most of the items are in perfect condition. We questioned the driver who gave a lame excuse about how there were scratches on the legs of some pieces but at 2:15 in the morning, after 9 hours of packing, there wasn’t much we could do.
We were promised our possessions by November 14th. Because we had not received any information, we began calling American Van Lines on the 10th. For over a week, no one could tell us where our possessions were, when they would arrive or what the final cost would be. We called every day and were always promised a return phone call and never got one. We tried calling and emailing Infinity directly but could not find a working number or email. We finally got our possessions on November 19th.
We have tried contacting Infinity and have had no luck. Emails to the email address listed on their website bounce back and phone calls don’t get returned. We’ve been in contact with Customer Service at American Van Lines and that’s been extremely frustrating—emails are ignored, phone calls aren’t returned in a timely manner (usually not returned at all). I would NEVER use or recommend Infinity Moving and Storage or American Van Lines.
