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:01/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Moved from ON to NS, over 5000+ in damages to furniture, electronics and other items.. Claims department was a waist of time and completely useless.. Claim number was **********. We were told by ***** that our claim was null and void because we packed our own things and almost all of our boxes were crushed when they arrived..
  
  Worst experience moving of our lives..

  Customer Answer

  Date: 13/05/2025

  They have reached out after a month and a settlement was reached last Friday for the damages. This case can be closed.
  
  *** ** **** **** **** ** ******* ******* ** ** ****** ******* ** *** ******** ** ** **** ******
  
  Thanks, 
  
  *****

• Initial Complaint

  Date:14/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 contracted AMJ Campbell moving to do my move from Kenora, Ontario to Orleans, Ontario as I was getting married and relocating for work and to move into my wife’s current address. My contract is with ***** *** *****.
  
  I was given a final moving estimate based on a weight of 3,200 lbs from *** ***** for $6,619.33 on 05 June 2024 by email.
  
  On 12 June 2024, I received an email from *** ***** with the final bill of lading advising me that my actual weight was only 3,042 lbs. Somehow despite being 150lbs underweight they increased the amount due to $7,842.36. **** ******** ** **** ********. I have the emails on my email server.
  
  I responded to *** ***** and ******* ******** on 12 June 2024 confused how my bill would increase so much being underweight. They added in storage in transit fees, which should have been included in the estimate as they had all the pack, load, move and delivery ranges in the original estimate 05 June 2024.
  
  I was getting married on 15 June 2024 and then leaving on our honeymoon 16 June 2024 and did not have any time to address these issues. I was told I had to pay or my goods would not be delivered, and called to pay on 13 June 2024. I stated that I disagreed with the costs. I didn’t have time to dispute these charges and didn’t want my items to be held from me. I felt I had no choice and paid.
  
  I was out of the country until 05 Jul 2024 and my household items were delivered on 15 July 2024.
  
  Before they were delivered I saw an ad from the consumer protection agency that movers could not charge more than 10% above an estimate. And they advised to sign the invoice “under protest” which I did accordingly *** **** **** ******** ***** *********.
  
  I am seeking help as I believe that AMJ/***** has violated the contract in the estimate and possibly violated consumer protection law.
  
  I would request a refunded amount of $1,452.33 to follow what was agreed upon in the estimate.

  Business Response

  Date: 06/05/2025

  Good afternoon,

  Our sincere apologies for the delay in response, your file was being audited by our Financial Services Manager.

  It has been determined that you are due a refund of $1468.21.

  A member of our finance department will be in touch with further information.

  Customer Answer

  Date: 07/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The funds were received on 07 May 2025. Thank you so much for your assistance on this matter. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:08/08/2024

  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.

  This company came highly recommended, the rep that came and took photos was very nice and seemed thorough. We had to move up moving day due to the holiday in May or my stuff would not have made it to Alberta on time.
  Only 4 of the 5 pods arrived I am missing 3 suit cases full of towels, bedding, clothes, bathroom supplies, lots of boxes, pots and pans, dishes, a damaged computer that they wrapped, all the last minute packing of kitchen and bathroom stuff, plus more
  Apparently I signed papers stating not to check numbers on delivery day, and I never had documentation of the original seals numbers, I paid insurance for loss and damage, now they do not want to pay up.
  I will be seeking legal counsel, and Suing this company for pain and suffering and loss of property.
  Due to changing the moving dates, due to the holiday weekend, I knew my family would have to stay in a hotel for a week - 10 days, ( more expenses) but on moving day two trucks and 4 guys arrived on time, my son took photos of four seals even though we had nothing to compare with. Every thing was unloaded quickly and they left. They were so fast there was no time to check off the inventory pages.
  I called the rep that came to my house and asked for the photos he took, to send them to his head office, he said he couldn’t do that??
  After reading so many other reviews and others with same problem this is a sad situation.
  *** ****** and Atlas moving are the same company so please beware.
  My missing pod is out there somewhere either in Toronto or Calgary
  I have put in a claim for $1300.63, for loss and damage and I am sure there is more. I would rather my missing stuff be found, but I guess it is gone. I paid to have my stuff insured for $60,000.

  Business Response

  Date: 19/08/2024

  Hello,

  In regards to delivery,  the customers son accepted the shipment and signed the documents.

  Attached are the documents that we refer to when settling a claim, these documents were provided to the customer when we denied the claim.  All signed documents indicate that all 5 vaults were received and signed for as such.  The mandatory check off states that the customer chose not to check off their shipment. 

  A thorough search of all 5 vaults from this shipment resulted in the following findings - all 5 vaults were reloaded with other shipments and shipped to other destinations which indicates that all 5 vaults were delivered to the customer.

  Claim submitted on July 12th in the amount of $12,470.69 which Atlas can not substantiate the claim as all documents were signed that all vaults were received.

  Customer Answer

  Date: 20/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Yes, my son did sign the paper work, AFTER TWO TRUCKS WERE INLOADED and everything was already IN THE HOUSE, if he had been given the “bingo sheet” before the trucks were emptied he would have known what to do.  He did take 4 photos of 4 seals of 4 pods that is all that was there.  And the paper work I had was not legible. 
  
  I paid 450. Dollars for loss and damages of $60,000.  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 16/10/2024

  Hello,

  Atlas understands your frustration, and we appreciate you providing additional context. However, it is important to note that signing the paperwork after the unloading of the vaults signifies acceptance of the delivery, as this step confirms that all items have been accounted for. The "bingo sheet" is typically provided prior to unloading for this very purpose, the notations on the "bingo sheet" don't indicate that it was provided at the end of the move.

  While we acknowledge the photos of the four seals, we must follow standard protocol, which includes reviewing and signed documentation after the unloading process.

  At this time Atlas decision is to maintain denial on the claim for missing items. 

  Customer Answer

  Date: 16/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is total **** *****, I paid insurance to cover loss and damage for up to 60,000. Dollars. 
  I have told you what I am missing and you need to uphold your insurance agreement, otherwise what did I pay insurance for.  
  I am only looking for the $13,000. Of lost items, please get this settled so everyone can move forward, this is your responsibility to get this settled. 
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 17/10/2024

  Hello,

  Atlas must reiterate that the decision to deny the missing claim in this case is based on the completion of the signed documentation at the time of delivery indicating that you have received your entire shipment. We would like to clarify that the coverage you purchased is not insurance as we do not sell insurance we sell cargo protection.

  While we fully understand the value of the items you’ve indicated are missing, our responsibility is to assess claims in line with the claim procedures.

  If you have additional information or documentation that might support your claim, we encourage you to provide it for further review. Otherwise, we must stand by our previous denial decision.

• Initial Complaint

  Date:26/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  In late March 2024, Atlas was charged with my military move from Winnipeg, MB, to Comox, BC. This was easily my 6th move with the military, so I was aware of how things went. From the onset, the agent for Atlas was seen not properly putting identification tags on all items being removed from my house at origin. When queried about it, the driver assured me not to worry as the truck was just going to arrive in Comox with no stops requiring offloading. This was a lie, but due to seeming trustworthiness of the company and the agent, I acquiesced.
  
  When the shipment arrived in Comox, I was told immediately that some of the items didn't make it in the transfer; the agent could not tell me exactly how many. I was assured multiple times (minimum 4 times by 4 different individuals working for Atlas) that any missing items could be claimed for later.
  
  Some items were found and delivered later, but many still remained outstanding. Once all boxes were unpacked by me, I filed a claim for all missing items. This claim has been rejected due to the fact that the information provided by Atlas agents was not accurate, and no claims can be filed without the appropriate paperwork being filed at time of delivery (contrary to what all the agents said) and now I am out approx. $17,000 worth of stuff, not to mention the stress and mental damages this is causing.
  
  Additionally, their correspondence has been insulting. They have approved only $390.72 which is a slap in the face to a long standing military service member.

  Business Response

  Date: 26/08/2024

  Hello,

   

  Atlas is working with the customer to come to a fair settlement.  A revised settlement was sent today.

  Customer Answer

  Date: 28/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: their offers have been woefully and disrespectfully low; less than 10% of the value of the lost/stolen items. I have rejected their latest offer recently. They clearly are unwilling to acknowledge their part in the loss/theft of my items. They also have found part of my shipment, but refuse to acknowledge the rest of the missing items. Items that now have a high legal and reasonable probability of existing. 
  
  They are not “working with [me]”
  

  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 16/10/2024

  Hello,

  Atlas settled the missing items at a per lbs. rate as per the customers employer contract. Atlas also requested substantiation for the the amounts claimed which has not been provided by the customer as this time.

  We received a reply stating that the customer is seeking legal counsel.

  Customer Answer

  Date: 30/10/2024

  
  
  Complaint: ********

  I am rejecting this response because:
  

  Atlas requires original store receipts to items that were bought many years ago. Despite being in the High Value Items registry, they reject that these items are missing. I'm happy to provide photos and receipts were possible, but they only want receipts. I do not have receipts to Lego sets from 5 years ago that were gifts for my kids, others, etc. I am considering legal action against the business due to their inability to be reasonable. 

  Not only is my reputation being insulted, but these items are backed with photographic evidence. This is not sufficient for them to acknowledge their existence. 

  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 08/11/2024

  Hello,

  Atlas made a final settlement offer to the customer yesterday, as the customer can not substantiate the items claimed as missing.  Atlas will not be entertaining any other revisions

  We have provided the settlement based on a per lb amount based on what is being claimed.

  Customer Answer

  Date: 11/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Atlas is utilizing their tactics of requiring original receipts to justify items they lost, items that have been purchased between 2-15 years ago. It is unrealistic to keep receipts for items they themselves have itemized (like the surround sound system that only had 2 of 6 pieces arrive. 
  they are beh g unreasonable about this especially after having acknowledged that multiple items were missing.

  Legal action is forthcoming on my part  

  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We enlisted Atlas Van Lines / ****** ****** for our move from Nova Scotia to Ontario and from the very beginning it was horrible. We suffered MUCH DAMAGE to our personal property for which we filed a claim. After back and forth, we settled for less than 50% of our claim only because we wanted to put this horrible experience behind us and move forward. We paid per contract for packing and unpacking of goods but Atlas Van Lines / ****** ****** did not honour and we are seeking FULL reimbursement ($996.50 pus applicable taxes). Finance Manager at Atlas claiming it was not on the quote but yet our Account Representative at Atlas Van Lines / ****** ****** confirmed it was. This is going back and forth and Atlas Van Lines / ****** ****** no longer responds. If the Account Representative gave incorrect info then this is an internal issue at their end and customers should not be placed in the middle. The Claims Division advised they have nothing to do with this issue and it must be addressed by Finance. We have received absolutely no Customer Service or support and our personal belongings were treated with little respect and now to be ignored and viewed as irrelevant it is so disappointing. Its concerning a company such as Atlas Van Lines / ****** ******, after charging high prices, can simply do as they feel with little accountability. All communications on. Based on our personal experience we would NEVER recommend Atlas Van Lines / ****** ****** for any future moves.

  Business Response

  Date: 08/03/2024

  The packing services were provided, any damages caused were submitted in their statement of claim.  There were 13 items claimed on the statement of claim out of those 13 items only 1 was a packed item that was settled as claimed. Atlas has offered the unpacking refund in the amount of $196.96 as the unpacking services were not provided. The reminder of the 

  Customer Answer

  Date: 09/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Our Account Representative at Atlas Van Lines confirmed packing and unpacking services were part of contract for which we paid for.  The $196 offer is a complete insult and we will not accept anything less than the amount we paid for the services as per contract which was not honoured by Atlas Van Lines.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 22/03/2024

  The cost of the packing services as indicated on the estimate was $871.50 which included the packing charges of $771.50 and two TV cartons at $50.00 each. The breakdown of that cost is 80% packing 20% unpacking, the packing services were provided however the unpacking were not provided therefor the 20% refund for the unpacking services was refunded to you in the amount of $196.  Atlas has refunded you for the services that were not provided.

  Customer Answer

  Date: 23/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Totally disagree! We were advised / confirmed by our Atlas Van Lines/****** ****** Account Representative the cost of packing/unpacking was equal, that is 50% of the cost covers packing and 50% unpacking. This is the first time we are hearing any such 80%-20%. This confusion is similar to Atlas Van Lines originally advising we didn’t pay for unpacking services only to be told by their office that was incorrect and we did, in fact,  pay for unpacking.

  We request the refund to be 50% of the cost ($492.50) not 20% ($196.96)

  Most companies would immediately acknowledge the issue and resolve satisfactory with customers, however, it appears Atlas Van Lines/****** ****** is committed to making a horrible moving experience worst which simply convinces customers to never use their service again.

  Also, like to add, even though packing was done by Atlas/****** it is our opinion things were simply thrown together and once unpacked by us we witnessed damage but we could add to our claim due to Atlas Van Lines/ ****** ****** policy.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 26/03/2024

  Our industry standard is a 80% packing/20% unpacking split.  This is
  because packing involves labour and the cost of materials (Cartons, paper, tape
  etc) whereas unpacking is just labour, we will agree to refund an additional
  $295.44 as a goodwill gesture to put this matter behind us.
  
  The $294.44 refund
  plus the $196.96 already refunded totals $492.40 as requested.

  Customer Answer

  Date: 01/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will accept the additional refund of $295.44 and move forward.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:27/09/2023

  Type:Customer Service 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.

  We hired Atlas Van Lines (through ***** ******) to pack, transport, and unload our goods during a interprovincial move (SK to AB). We were promised competent professional packers, careful moving (e.g. - upholstered items wrapped for transport, respectful conduct, and our items back in the condition they were collected.
  
  The packing process was disorganized with a brand new trainee on the job, items were packed in an inefficient manner, and many sets of items vanished (sets of glasses, bedding, and decorations). We paid hourly so this was frustrating.
  
  Upon arrival, the unload was also disorganized as our setup box was missing. Furniture that was to be reassembled (according to stated expectations) was not, as hardware was lost in the boxes.
  
  Items were damaged - Atlas and ***'s denied the claim suggesting the damage was pre-existing. Upon review of the manifest (which was signed under duress and with the driver obfuscating the manifest contents) - every single item in our house was marked as damaged (we can provide examples of 'damaged' items that are in pristine condition still). This is concerning for malicious practice, preying on vulnerable populations (we just had a newborn and were very distressed and distracted).
  
  The delivering driver did not allow us to do inventory check-off and stated it wasn't needed. He insisted we sign saying it was not needed and indicated that this would not affect our ability to claim missing items. (Atlas has denied our claim for missing items on the basis of our signature). The inventory may not have helped anyhow, as we suspect the packers may have taken items even prior to inventory. There were 6 packers so we could not personally supervise them all.
  
  Our assigned customer service 'specialist' does not respond to e-mails outlining concerns outside of form letters and telling us what is being denied.
  
  One of the movers left fecal matter in our bathroom toilet and stacked boxes on top. This bathroom also did not have soap.

  Business Response

  Date: 05/10/2023

  Atlas sent a revised settlement offer for the damage and missing items, at this time we have not received a reply.  The service failures are being address and will be dealt with in the next week.

  Customer Answer

  Date: 12/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Further action is planned by the business.

  Thank you for the revised settlement. As mentioned in your settlement email, there is no admission of any wrongdoing on Atlas's part - so we eagerly await the response to the service concerns.

  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 24/10/2023

  My understanding is that the agent has been in touch with the customer and is working with the customer on a resolution for the service concerns that have been brought forward. I have been advised by the agent that they will be contacting the customer some time this week.

• Initial Complaint

  Date:01/03/2023

  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.

  Leg on My Wife's dresser broken off. Complaint to company required cost be applied. Cost unknown to repair. E-mails up to this point seemed to favor repair. I obliged their demand for cost. Now acceptance cash is insisted. No repair will be made. Offer not acceptable

  Customer Answer

  Date: 06/03/2023

  I was contacted by *** ******* on this issue. On 2023-02-01, explaining how he has contacted a repair company in may area, and is waiting for a reply.
  
  On 2023, he changed his mind. I am now to accept $200.
  
  I do not have the wherewithal to do this repair. The damage was done on their watch.
  
  ***** ******

  Business Response

  Date: 06/03/2023

  Statement of claim was submitted online by customer on December 28th, 2022 for the broken leg of a dresser claimed amount entered by customer $200.00.

  Settlement letter was sent January 5th, 2023 settling at the claimed amount of $200.00 as per the statement of claim submitted by the customer.

  Customer Answer

  Date: 06/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Just received cheque for $200. from Atlas. Not satisfactory.

  " Manning-up" might be.

  Accept responsibility ( repair) might be.   

  You stated that they are not a repair facility. Neither am I.
  
  ***** ******
  
  

  Business Response

  Date: 28/03/2023

  We will further review your claim and will get back to you.

  When you submitted your claim you only claimed $200 and did not request repairs. We settled your claim for the $200 claimed.

  As mentioned above we will review once again.

   

  Customer Answer

  Date: 10/04/2023

  
  
   This complaint was not closed by me. Your last e-mail stated that you were still waiting for a  response from Atlas.
  
  ***** ******

  Business Response

  Date: 19/04/2023

  This has now been resolved to the customers satisfaction. 

• Initial Complaint

  Date:05/08/2022

  Type:Service or Repair 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.

  We hired Atlas Van Lines to move us from Whidbey Island, Washington to storage and then to Salt Spring Island in July 2021. While the move from Whidbey to storage while we found our new home was extraordinary in its professionalism and a great overall experience, the move to Salt Spring was disastrous. It was unlike any moving experience I have had in my 36+ moves in my lifetime. I documented the numerous issues provided by Atlas via Laporte Moving out of Richmond, BC. We have been trying to resolve this with Atlas for a year now and we are not getting a resolution so we are coming to you. We have contacted Atlas US and Canada numerous times and we are not getting a reasonable response to the magnitude of the issue.
  
  We would like a full refund of the second half of our move from storage in WA State to here on Salt Spring due to the fact that we did not receive a professional quality move in any way, shape or form. ****** *** *** ******** *** *** ***** **** **** *** **** *** ********** *** At the very least, we expect a substantial adjustment in the bill as we could have hired a couple of teenagers to unload us and had a better outcome.
  
  We paid $14,553.80 (USD) for this part of the move (that's in addition to the move from WA State and storage fees). For that, I expect a quality, professional move and that is not what we received.
  
  I appreciate any assistance you can give in this matter.
  
  **** *******

  Business Response

  Date: 31/10/2022

  Could you please provide the signed contracts and documents for the mentioned move in your complaint.