Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This all happened between July 13 and August 13, 2024. They moved my belongings from ******* to ******* while damaging many of my things. They charge me for services they didnt provide. I was not provided with an itemized bill after delivery. They delivered multiple boxes to me that werent . They dropped my bandsaw right in front of me and snapped the deck off of it. He told me to write down what happened and we both signed. It was the last I saw that. Everything was numbered when it was picked up I guess, but when it was dropped off, they did not count a single item.I know of at least one thing that is missing multiple things that are broken.They confessed to me that they delivered my motorcycle along with my mattress and boxspring to another home in ********** Alberta. Then watched them mishandle my motorcycle and hit the back fender off of the truck multiple times which I have on video. They charged $400 to crate my grandmothers China cabinet and it is wrapped in a blanket and partially covered in a cardboard box. It was upside down and thats how it was transported. They told me that it was going to be taken offsite and then a crate would be built for it. All my other glass cabinets are simply wrapped in a blanket, which cost $70 each? Glass is shattered, the back mirror shattered in another. Chips are taken from others. The initial report said everything I own was chipped or scratched before they even loaded it (which it wasnt). The employees that delivered it all were bad mouthing Atlanntis lines the whole time. They kept saying racist remarks. I watched him drive out of the parking lot at the storage facility and hit another U-Haul truck. They left without reporting it. Which I then reported to U-Haul. The motorcycle handling fee is absurd, it wasnt handled any differently, it was strapped to the side of the van wall. I filed a complaint September 6 and they said 8 to 10 weeks for a response. Ive heard nothing. I cant upload more photos either.

  Business Response

  Date: 26/12/2024

  Thank you for your relocation with Atlanntis Van Lines.
  Atlanntis Van Lines was hired to perform a long distance move for *** *******.  The client was sent a moving contract that was confirmed and agreed to at the time of booking.  It clearly stated that all claims have to be submitted within 10 days of delivery date of the shipment so that we can investigate and look into the claim.
  The shipment was delivered on August 12th,2024.  We did not hear from Mr. ******* since until September 3rd, 2024 which was way past the 10 day deadline.
  Mr. ******* submitted a claim form but has never provided evidence of any damages or pictures as required as a part of the submission.  Therefore the claim was not accepted and could not be processed as evidence of damages were not submitted along with a timely submission of the actual claim form.
  If you can please forward pictures of the damages you would like to claim from delivery date and we can look into this and respond in accordance with the coverage you had with the move.
  

  Customer Answer

  Date: 30/12/2024

  
  Complaint: 22713957
  
  I am rejecting this response because: In no way was I told that I only had 10 days to submit a claim until well after. Until I spoke with someone actually.  With that being said they were aware that they were moving my things into a storage unit so I was unable to check things over until I moved them out. I was only able to see Certain things while the three of them were ******* through everything.  I have proof and photos from the day of delivery. I have a video of them hitting my motorcycle off of the truck walls as well. Ive included a couple photos as I can only upload five at a time  
  I also have written confirmation from one of their employees via email that they extended the 10 day deadline for me. I also have written proof that they told me my stuff was going to be taken somewhere to be crated, which was never fulfilled. As you can see in the photo theres nothing created. My other pieces that I paid for arent as well and I can send those photos too. I never received an itemized list of my belongings or a receipt when the delivery driver dropped my things off, so theres no way for me to cross reference anything  I included a screenshot of them, allowing me to extend the deadline for a claim. 
  
  I waited the 8 to 10 weeks and didnt hear from anybody. I followed up and they just gave me the email of the claims adjuster and nobody has been in contact with with me since since. Conveniently, they reached out to you in a couple days, but couldnt talk to me in 12 weeks  
  
  Sincerely,
  
  *** *******
  

  Business Response

  Date: 08/01/2025

  Thank you for your response.

  Based on our records, delivery happened on August 12th, 2024 and everything was delivered successfully and offloaded.  We did not hear from the client until an email was sent on September 3rd, 2024 which was way past the 10 day deadline.

  The client still submitted a claim form and sent it back to us on September 6th, 2024 - however no pictures were attached to support the damages being claimed, although pictures were requested to be submitted along with the claim form.

  We ask that the client forward pictures of the claimed items to the claims manager: ********************************* so that the claim can be considered.

  Thank you in advance.

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired the company to transport my items from ******* to ******* for my move in April. My belongings were picked up on April 28, ******************************************************************************** ******* on June 7, ******* the process of moving, multiple of my items worth $2600 were damaged and a 30x30x36 container carrying items worth at least $4000 in total was lost. I contacted the company and filed a claim regarding the damages and lost items and was informed I would hear from the manager in 8-10 weeks. I was not contacted by the manager, ******, within that timeframe and had to follow up on my own accord after 11 weeks of waiting. The manager contacted me offering a total of $15 compensation for the entire claim which I calculated to amount to a sum of approximately $6600. Not a single apology for the delay in communication or damaging and losing my items or an explanation to how they lost my item or if they even attempted to locate my item until. It took multiple emails to the manager to receive a single apology and an email stating that the team attempted to locate the item. I find the poor customer service (delay in communication, lack of explanation, having to send multiple emails for clarification, lack of sense of urgency) along with the $15 reimbursement for the amount of damage and loss to be incredibly insufficient. The management cannot explain to me how they have lost an item that supposedly sat in their storage for 5 weeks, nor are they offering any kind of compensation for the damages they inflicted on my items. I do not believe that I am receiving fair compensation.

  Business Response

  Date: 18/09/2024

  Thank you for forwarding this clients concerns to our attention.  Atlanntis Van Lines sincerely does apologize for any inconvenience that may have been caused.

  We have issued numerous apologies to this client, and we do sincerely apologize if the move didn't go as you planned.

  It was confirmed with this client that we offer basic coverage as all movers do at the rate of 60 cents per pound per article.  Every client is also given an opportunity to purchase additional coverage.  This client was offered this option but declined this option and did not pay or purchase for additional coverage.

  Following delivery, this client submitted a claim for a lost box and a stained sofa.  The claim was accepted and processed based on the coverage that the client had with the move.

  As the client chose not to purchase additional coverage, this client was not eligible for a refund.  As a courtesy Atlanntis Van Lines has still offered a refund to resolve the matter.

  If you would like to accept the refund being offered, please contact us directly to accept it.

  Customer Answer

  Date: 20/09/2024

   
  
  Complaint: 22261489
  
  
  
  I am rejecting this response because overall, the company’s actions do not reflect remorse or willingness to provide reasonable resolution. They have not proven that they are exhausting all efforts to locate the missing items or offer fair compensation.

  They have not offered reasonable explanation with regard to the missing belongings, nor have they provided proof of the company’s attempt to locate the missing items. 

  The company only issued an apology  after I sent two to three emails to the manager about an apology. Communication regarding the submitted complaint did not occur within the 8-10 week timeframe as written in their policy. Communication only began when I followed up with the company — I did not receive an apology from management for said delay. Therefore, they have failed to follow their own policy as well as respond to the matter with the appropriate sense of urgency. 

  They have not offered any alternative solution despite my attempts to escalate the issue. I have only been in contact with the manager. I want the matter escalated to the highest responsible person in the company. 
  
  
  
  Sincerely,
  
  
  
  Jedidah Rose De Guzman

  Business Response

  Date: 25/09/2024

  Thank you for your response.  We again do sincerely apologize.  We have made every attempt to locate the missing item and have searched all of our warehouse facilities as well as contacted all of the clients who shared the truck.

  These attempts were unsuccessful and despite processing the claim we are still actively searching for the item and will be doing so.

  When the item is located, we will be contacting you to confirm and set up delivery.

  In the meantime, in an effort to resolve the claim, we would like to offer you a $75.00 credit towards any future moves.  We hope that you find this to your satisfaction.  We extend our sincerely apologies.

  Customer Answer

  Date: 04/10/2024

   
  
  Complaint: 22261489
  
  
  
  I am rejecting this response because the company is not making efforts to meet my previously listed demands. A $75 credit offer is useless as I will not be doing business with this company in the future. The company is not escalating my complaint, especially considering the total cost of the items lost. 
  
  
  
  Sincerely,
  
  
  
  Jedidah Rose De Guzman

  Business Response

  Date: 04/10/2024

  Thank you for your response.  We are very sorry to hear that you are not satisfied with the response.

  However, the claim has been accepted and processed based on the coverage you had with the move.  The missing box (owner packed) claim has been processed based on the coverage that you had with the move.  As you chose not to pay for additional coverage, the claim has been processed based on the basic liability coverage that you had with the move.

  the claim has been processed as follows: 30 lbs @ 60 cents/pound = $18.00 - Applicable deductible = -$432.00

  Atlanntis Van Lines has still offered you a credit for any future moves, despite the fact that you chose not to purchase or pay for coverage.  We would still be happy to stand  by our offer and offer the future credit.

• Initial Complaint

  Date:18/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Overcharged for my delivery, then lost my stuff and broken items. Nobody will get back to me expect one individual and apparently the bosses are out of the country and wont give their email address out its been 12 weeks and the only answer is 40 dollars. After reading the ****** reviews seems no matter how much is lost everyone gets 40. Where is all this missing stuff going?

  Business Response

  Date: 26/12/2023

  Thank you ********************* for your recent location with Atlanntis Van Lines.  We would like to sincerely apologize if the move didnt go as planned and that it was not to your satisfaction.

  Atlanntis was hired to perform a move from ********, ** to Acton, ON.  Atlanntis did ensure that the client was provided with all the information in regards to coverage and what coverage is included during a long distance move.  This was emailed to the client several times over the course of the quoting and booking process.  **************** decided she did not want to proceed with additional coverage while the goods were in transit.

  Following delivery, **************** did submit a claim for 3 missing items and one candle damaged.  The claim was processed and accepted.  It was processed based on the coverage that was confirmed with the client which was at the rate of 60 cents per pound per article.  As **************** chose not to pay additional fees for additional coverage, the claim was accepted and processed based on the coverage that was included with the price.

  *************** was offered a reasonable refund back on the lack of coverage during the move.  Despite the lack of coverage and the deductible that applied, Atlanntis VL still offered her a refund that would resolve the claim.

  If *************** would like to accept the refund being offered, please email our office and we would be happy to send you the forms for accepting the refund being offered.

• Initial Complaint

  Date:27/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for moving. First the moving was delayed 12 days from the agreed day of move.Secondly, my ** was damaged and practically unusable. The ** was worth **** on purchase and now they are telling me, the claim does not cover the full price and only worth 60 cents

  Business Response

  Date: 05/10/2023

  Atlanntis Van Lines picked up and delivered the goods within a few days from ******* to ******.  We picked up the goods on June 30th and delivered on July 6th, so how can the shipment be delayed by 12 days, when the entire process took 6 days.  

  The client was also advised of coverage limitation and offered several opportunities to purchase additional coverage.  It was also explained to the client that any owner packed items are not covered during transportation as we don't see the contents of the items.  The client chose not to purchase additional coverage and proceeded with the move at the basic coverage of 60 cents per pound per article as per the Highway Traffic Act.  The item claimed by the client was an owner packed items.  The client packed the box and we did not confirm the contents or condition of the box.

  Following delivery, the client did submit a claim and it was processed based on the fact that the item was owner packed and the basic coverage at the rate of 60 cents per pound per article.