Complaints

This profile includes complaints for Atlantic Van Lines Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atlantic Van Lines Inc

  650 Kingston Rd Pickering, ON L1V 0B8

• 

  Atlantic Van Lines Inc

  1 - 50 Ironside Cres Scarborough, ON M1X 1G4

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:24/10/2024

  Type:Order 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.

  Agreement for move of up to 1000 lb (minimum quote weight) for items from Halifax NS to Moncton NB. Total weight moved was less than 500 lb.
  Estimate was 715$ + taxes. After 550$ deposit 2 days before move (to reserve movers), and after our items were picked up, we were informed that we owed an additional 1095.93 $ for various fees. None of these fees were revealed in advance. Explanation of these was not provided. The movers ******* *** ****** at shipping point to sign form and provide initials in several lines without explaining the significance and then took the form with them. No inventory listing was provided or shared until over a week after the items were delivered. Not signatures (of mover or shipper) were ever collected or included. Number of items shipped is incorrect (two more than shipped) and description of these is mostly illegible; numbers sometimes do not correspond to sticker numbers on items. We are being charged extra for having included several additional smaller items relative to the initial listing although it was not made clear that there would be an extra charge (this was on the back of the contract that was not provided at the time of pick up or otherwise in advance). Several extra fees were included without advance knowledge *** ******** (mover *** ****** ** *********** ** ******* ** ** ********** ** **** ******** *** *** **** **** * *** *********** *** ***** * ******* ** *** ***** *** *** ****** *** ***** refused to give me the customer copies of the contract - as he prepared to depart, having left our items on our front lawn! We were informed after our items were in their posession that there would be a 172.50$ fee to bring the items into our house - 6 stairs from ground level - refusal to provde a per-stair fee - only less than 5 steps aparently included). 5 items were severely damaged, although we were charged 280$ before taxes for "packing and unpacking" (opt. service not requested after already done). stop deposit requested (550$)

  Business Response

  Date: 11/11/2024

  Thank you
  for sending this completed. 
  ***** *****
  received a quote based on only 5 items to be moved.  However, when the
  crew arrived the picked up more inventory. 
  I attached
  the inventory list to show that this is what we picked up:
  4 chairs
  Sofa
  Arm chair
  Shelf
  Bench
  Boxspring
  Mattress
  Headboard
  Bedframe
  
  More items
  were moved more items and ** *** **** ***** *** ******* **** not all of these
  items were disclosed and advised to us and therefore a warehouse handling fee
  does apply.  You yourself confirm in your October 11th that you
  added items to the shipment.
  Please
  refer to your moving contract which you accepted and confirmed that clearly
  confirms the following:
  
  Warehouse Handling Fees – these
  fees are applicable if additional items need to be accommodated at pick up
  location and those items were not previously disclosed.  The
  additional fees are based on the weight, space and labor that would be
  required to accommodate those items.
  
  
  Packing charges – it is clearly
  confirmed that packing charges are an additional charge and would be
  applicable if those are required for the safe transport of your
  goods.  The services were performed during the pick up and those were
  advised to you.  The crew asked you to sign and initial to confirm
  agreement with these charges, and you did confirm and signed/initialed
  right beside the charges confirming agreement.  We are not able to
  transport items without protecting those items.  It is our
  responsibility as a carrier to pack and protect items during transport to
  ensure that they are safe during transport.  Based on your own
  submission it is confirmed that packing services were offered and packing
  was performed.
  
  Long Carry charges – there was
  long carry at pick up location as the driver was not able to park within
  100 ft of the loading location and the crew had to walk the items which
  resulted in a long carry charge.  This was explained to who ever was
  present at the pick up and this charge was also signed and initialed
  for.  I have also confirmed that where the truck was parked and where
  the entrance to the building was, the walk from the entrance, to the
  elevator, to the unit, was definitely more than 100 ft.
  
  
  The crew
  arrived for the pick up during business hours.  If there were any
  disagreements or questions about the charges being applied, you or the person
  present at the pick up could have easily reached out and asked questions or
  raised concerns. 
  
  ** *** *** ******** ********** **** ** ** **** **** *** ******** *** ** ***** ** *** ******** *** **** ****** *** ***** *** *** **** *** ******* *** *** ******* ********
  
  In an
  effort to resolve this, and we would truly like to resolve this, I am unable to
  remove and reverse all the charges as services were performed and packing
  materials were used, however, we can offer the following:
  
  285 lbs @
  45 cents/pound = $1282.50 + HST = $147.48
  Reduction
  of packing charges by $70.00 , so this would be a refund of $70.00 + HST =
  $80.50
  
  A total
  refund of $227.98 was offered and processed back to clients card.
  

  Customer Answer

  Date: 11/11/2024

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

  ******* ** *** ********** **** ** *** ******* *** ********** fees were not revealed prior to being applied and the overall level of service was not sufficient *** * ************ ****** ********

  Specifically: 
  1. The quote received was based on 1000 lb move. The listing of items was provided AFTER the agreement to move at most 1000 lb.Additional fees for additional weight were initially applied and we appreciate that the company recognized, when I complained and stated that I would be contesting fees that they reversed the additional 285 lb added to the Bill of lading. I remain unsatisfied that I had to complain to get this reversed. 
  2. The company states correctly that I initially stated 5 items were to be moved and that more items were moved. They incorrectly state that a headboard was moved. The items on the original inventory were the 5 large volume and heavy items that were indeed moved. The 6 additional items added a small volume to the total move and less than 25% of the total 445 lb moved. The additional inventory together could be contained approximately within the sitting areas of the full-sized couch (on the original inventory) and the Lazyboy recliner (also on the original inventory). The other original inventory items were the mattress, boxspring and bench. The mover states that they moved a headboard, which was not the case. The headboard was mistakenly wrapped by the moving crew despite being told by the shipper consistently and repeatedly that the headboard was NOT to be moved. *** **** ****** ****** ** ********** ****** ************ ** ******* ********** ** ******* ************* ** ********* ** ******* ** *** ****** 
  We agree that some of the items transported were disclosed to the
  shipper in advance. The first advisory of any such additional fee was in the
  listing sent by email on September 30th (once the items were in the
  mover’s possession). I contest that on the “bill of lading” there was no
  mention of any additional “warehouse handling fee” likely to be applied. **** ****** *** ** ******* ******* ********* 
  Since the Bill of lading was not provided to the shipper at the time of
  pick-up (the crew took all 3 copies of this form with them) when removing the
  items to be moved, we were unable to know what had been undertaken.
  3. The mover states that the “the crew arrived during business hours”, however the move occurred on Saturday morning. These are not standard business hours. As a result, even if we had possessed the information relating to the charges, we would not have known to be able to reach out to ask questions. I only got the Bill of lading after receiving notice of the additional $676 in fees AND REQUESTING IT (September 30th).
  4. Packing charges – the emailed contract stated that packing would be if requested. It was not requested. It is possible that “packing was required for the safe transport of your goods”. However, the crew did not ASK if we wanted packing. THEY REQUIRED initials but did not explain why and the numbers and words written on this bill of lading were not easily readable. Furthermore 5 of the items shipped were damaged during shipping; ********* *** ***** ********** *** *** ******* ** *** ******* **** *** **** ***** ********** We should not be charged for a service that was not provided to meet the stated obligation of the mover.
  5. Long carry charges (distances considered) were not explained in advance of collecting the items. My understanding when speaking to the mover’s representatives and describing the location of the move was “this will not e a problem”, and they stated they could see the address *** ****** ***** * *******. At no time IN ADVANCE was there a suggestion of potential addition fees for moving from the street in front of the residence to the apartment within. Reading the mover’s reply I discover that they included both external and internal distances. The apartment within the building was adjacent to the elevator. Including all of these distances would indeed make a total length of over 100 ft. But again, the additional charge for the described pick-up location was NOT REVEALED in advance. **** ** ********** ** *** ****** The fee applied was 25% of the quoted cost for the entire 1000 lb move! All significant potential fees should be listed explicitly in advance to allow customers to make informed decisions.
  6. The overall non-professional behaviour of the crew and indeed the company representatives contacted by telephone are not addressed by the response of the movers to my complaint. Notably, shipper documentation was not provided to the shipper by the move crew. Copies were not left with the shipper and were only made available after significant delays and were never completed fully by the moving crew ** *** ***** ******. In addition to these points, the movers arrived 3 hours earlier than agreed, ** ****** ************* ** ** ******* ** ******** ***** **** *** **** ******* ******** *** ******** ******* ** ********* *** **** ******* **** ** *** ********** ** ************ *******
  ** *** ***** ** ********* *** **** *** ***** *** *** ****** *** **** *** ******** ****** **** **** **** ***** ************* Although the “room to
  room” service was stated in the original contract, due to the 6 stairs to enter
  the main floor of our house, the crew refused to bring our items inside without
  payment of an additional $172.50. Again, this fee was only revealed to me once
  my items were in the mover’s possession. I had been told by an Atlantic Van
  Line’s employee that the fee would be waived by one person (Gary, he had called
  me to find out the number of stairs to enter the house), but when the items
  were delivered, the mover’s representative (Riley) that day refused to waive
  this fee. The crew driver initially refused to give me the CUSTOMER copies of
  the Bill of lading ** *** ***** **** ** ********* ** ******* *** ******** **** ** ** *** ***** ** ******** I only received a scanned copy of the “Household
  goods descriptive Inventory” following requests to the Mover by email over a
  week after the items were left on our front lawn (“delivery”).
  Overall, while individual fees can in some way be justified, ***** *** **** ** ************* *** **** ** *************** *** *** ******* ****** ** **** ** ************ I should not be charged extra fees for services not
  meeting the basic standards of service for moving. 

  ******* ******* ** **** ********* *** ** *** *********** I continue to feel fully justified in not being charged more than the original quote $715 with openness to paying a nominal total fee to cover all aspects of $200 = making a total of $1052.25 (rather than the originally quoted $822.25 taxes included), in recognition of the ensemble of additional items shipped (without advance knowledge although these remained well under the total estimated weight), distance over 100 ft and some packing (couch, chair, mattress and bedspring were each put in plastic bags although legs were broken on the couch and the dining chair wrapping did not protect them from damage and breakage). Total amounts charged for each of these additional fees was and is unreasonable. Further reimbursement beyond the $227.98 currently being offered is required. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 27/11/2024

  A refund of $227.98 has been processed and issued to the client already.

  As a courtesy and in effort to resolve this complaint, we would like to offer a further credit of $75.00 to any future moves or services.

  Customer Answer

  Date: 02/12/2024

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

  This
  proposal from Atlantic Van Lines is wholely unsatisfactory. * ***** *** ******* *** ****** **** ** **** ******* *** **** **** ***** ***** ** ************** ** ** ******* **** **** ******* ****** ** ******* ** *** ****** 
  Atlantic
  Van Lines ************ *** ********* **** ** ******** providing what was only a
  skeleton of the charges (initial estimate) they applied despite that the items they
  moved weighed less than half of the minimum shipping amount, and the volume was
  much less volume than a 1-bedroom apartment (what the minimum shipping amount
  was to be based on). *** ******* ****** ****** *** ******* **** ********** **** *** ******** ***** ** ****** *** ***** ** ***** *********** ******* ** ** *** **** ****** ** ************ ********* ***** *** *** *** ********** ******* **** ***** ********** Although in advance they had stated that a credit-card could
  be used to pay for the remainder of the moving cost balance, they refused to
  allow me to pay with my credit card (stating there was a note on my file
  without further explanation). ** ********** *** *** ***** * ****** **** ** ******* *********** ********* *** *********** ** ******* ******* ** *********** * *** ****** ** ******* ********* ******** 
  Their movers
  **** ***** **** **** *** ************** **** ************** ** **** ****** ********** ** ********** not providing explanations for items requiring initials
  and signatures under duress (rushed), not providing client copies of paperwork,
  not filling in the said paperwork as mover, and presenting an incomplete credit
  card slip for my signature. *** **** **** ******* ***** *** *** ******* ******** ************* ** *** ******* ***** ****** ********** *** ***** ******** **********
  ******** ** *** ***** **** **** ************** ** *** ******** ** *** ******* ******** ********** ******* ** *********** ********* ****** ******* *** *** * ***** ** *** **** ***** ** *** ***** ** ********** ** ***** ******** ******
  * ******** ** ***** **** ***** ********* ******* **** ** ****** ****** **** ******** ** *** ********** **** ****** ***** ********** ********** ** ** ******* **** *** *** **** ******* ** *** ******** ****** *** ** ****** ** * **** ****** ******* * ** ** ***** **** ******* ****** *** ******** **** *** ************ 
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:22/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Atlantic Van Lines to move all of my worldly possessions from Lindsay, Ontario to Edmonton, Alberta. This consisted of 48 boxes/plastic totes, and 1 suitcase. Somehow in the moving process, one of my plastic blue totes was "lost" by the movers. In this tote was ALL of my jewelry, which monetarily was worth about $5,000.00, but sentimentally was priceless. In the same tote was my expired passport, my birth and marriage certificates, my scuba diving mask and underwater camera, along with many sentimental items like greeting cards, programs from events attended, and artwork made by my grandchildren. After contacting the business manager immediately and on a weekly basis for 6 months, the plastic tote was never recovered. Compensation in the amount of $15.00 was offered and declined. * *** ********** ****** ********* ** * ***** *** ********** ****** ** **** ********* ** *** ************** ******* ** ********** **********

• Initial Complaint

  Date:05/01/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 was hired to move me October 1, 2022. I tested positive for Covid-19 and advised the company that I had severed symptoms. The company advised they could do curbside pick up. I was unable to do this because not only was I alone but was severely sick with a 3.5 year old child. The company said they would offer curbside Monday, so no solution. They claimed I sent them away which I did not they never arrived at my home. They claimed they picked up an orange lawn mower which I do not own and they were NEVER at my house. I had to drive 2 hours and rent a ***** and get my family to help me because Monday curbside was not an option since I had to vacate the basement apartment. This company refuses to give me my money back despite never arriving or providing a reasonable solution. ******* **** ** *** ****** **** ******* *** * **** ** ****** ** **** **** ** ***** ******* ******** ** ********** ************* **** ******* *** ********** ******** ******* *** ********** ****** ****** ********* I have documentation of never having confirmed a cancellation and advising them that their suggestions were not reasonable or doable. I also have my Covid tests as well.

• Initial Complaint

  Date:04/01/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Atlantic Van Lines was contracted in June 0f 2022 to pick up our household items from Campbell River BC and store them until we were ready to move into our new home in NL (Oct. 2022).
  When the items arrived there was considerable damage to several items and parts of the oak dining table had been repaired somewhat hastily because the movers had left tie-down straps around the table pedestals to hold them together. An antique desk was broken along with many items having sustained considerable damage.

• Initial Complaint

  Date:05/12/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 Atlantic Van lines to transport our furniture from White Cove, NB in Gatineau, QC. they came with a big truck at our house in Whites Cove in spite of the fact we told them we only have one bedroom worth of furniture.
  Besides, the truck they came with a 52 feet one they claimed they cannot park it safely less than 100 feet from the entrance. Therefore, they charged us $250 Long carry fees. It was not our fault they came with this big truck. We want a refund of this $250 and they refused to grant it.

• Initial Complaint

  Date:08/11/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Move service starting August 29, 2022.
  I do not think I was treated fairly or professionally with respect to a physical move of my goods that occurred between Atlantic Van Lines Inc. ************************** ***** ****** *************** and myself, in regard to service, delivery and when I paid for my goods to be moved from Sooke, BC to Calgary, AB.
  Atlantic Van Lines Inc. asked me to fill out an inventory list. I gave them a list. The organization does not weigh your goods when you are charged or when the truck departs. Atlantic Van Lines Inc. charges per space they think it would take up on a truck, although they did not come by to estimate the items. They do not ask for a declared value. They could not give me an exact date of when my goods would be delivered in Calgary until 24 hours before delivery. I had to pay within that same 24 hours by **** and was charged a 3% service fee as most people have an e-transfer limit with a 24 hour time span.
  My concern is that 21 items were shipped damaged. Three items were missing including a fairly new suitcase and a glass table. I made a claim of $1974 of approximately $3460 worth of damaged goods. In my claim, these amounts were declared. Now as of November 7, 2022, after 9 weeks of investigating my claim and the missing items they are offering me $40 based on the weight of some of the damaged items. My eligibility is -$(232.60) based on their claims manager’s insight. * ** * ******** **** ** ****** *** **** ******** *** ***** **** ** *** ************ *** ****** *** * ******* **** ** *** ******** One of the movers even refused to assemble my bed although it was agreed upon to pay $ 100 to do so. When his supervisor was contacted by their dispatch to assemble the bed, fragile items were set upside down, sideways and on top of each other although clearly labelled fragile with arrows on the boxes. In fairness, I would want the amount claimed less the deductible and have this noted on their file for other consumers

• Initial Complaint

  Date:12/09/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Date of transaction: June 3/22
  They wanted $500 to secure my move. I called in with my card number but i never got an invoice or a receipt of anykind. Never once did they say I HAD to send them an inventory list. I called back September 7th and had a horrible conversation with a service representative. She told me they wouldn't pick up my belongings until I gave them an inventory list then they would revise the quote.
  I submitted a list. They came back with a total of 7780lbs and told me that's what the cost of my move.
  I told them after my furniture was weighed then would the charge be on the "actual" weight. Atlantic said what you where quoted is what you are responsible for unless you weigh more.
  I can't understand why I'm charged for weight that is not actual. I called back and they dodged my question. I emailed and asked for a breakdown and they wouldn't provide it. There is no way my belongings weigh that much.
  I asked for my $500 back and cancel it all. They said nope, non refundable.
  **** *** *** ******* ** ****** ********* 
  I called another company to come into my home and give me an estimate and for the little I had they said 3000lbs but they will weigh the truck empty, load my belongings then weigh again. I will pay the actual weight.
  So Atlantic wants my money but gives you a ridiculous quote and won't adjust it. How do they know how much my things weigh? I've kept all my emails.
  At the end of the day, I'm not using them ** **** *** ******** ** and I want my $500 back.