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Business Profile

Moving and Storage Companies

Atlas Transfer & Storage Co/Allied Van Lines
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Atlas Transfer & Storage Co/Allied Van Lines's headquarters and its corporate-owned locations. To view all corporate locations, see

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Atlas Transfer & Storage Co/Allied Van Lines has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:12/05/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 were told delivery would be 11/30/2023. The company has charged (without providing emailed invoices for each charge), and cannot give me a date that my household goods will be delivered. Just that its going to be late.

      Business Response

      Date: 12/08/2023

      Dear BBB,

      We are extremely sorry that the ******** family's move from ********** to ******* is delayed. Our team has been working to find a resolution, while researching where we fell short in the communication process. Our driver spoke with her directly on Wednesday with an update on the timing to deliver in *******. It is important to note that we give customers a delivery spread when they move cross country, and this spread is documented in the pre-move paperwork and on the shipping paperwork. The ******** family had a delivery spread of between 11/30/23 to 12/6/23 for our company to deliver the shipment in *******. With any cross country move, logistics and safety can be a challenge, and events happen outside of our control (weather conditions for example). As a result, we don't guarantee a specific arrival date for an interstate move. With that said, we acknowledge a communication breakdown between our team and the customer. In the end, we are going to deliver outside of the delivery spread, with our driver likely arriving on Saturday, December 9.

       Our customers are very important in our organization, and we have not taken the situation lightly. Our owner spoke with the customer directly on Wednesday evening and sent a stipend directly to her for any out of pocket cost she endured from the delay. We also apologized and stated that this is not who we are as a company. The customer appreciated the call and stipend.

      We are doing our best to get her shipment taken care of. Again, we are very sorry that the shipment is late. Please let me know if you require any further information.

      Thank you,

      *********************

      Officer, Atlas Transfer & Storage Co.

      Customer Answer

      Date: 12/08/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***************************

       

    • Initial Complaint

      Date:06/29/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My original address was *****************************************************************FROM MY POINT OF VIEW, THE DRIVER WALKED OFF THE *** BEFORE IT WAS COMPLETE.1. The hardware for my bed was lost. The driver told me to go to a hardware store and buy some screws and assemble the bed myself. 2. The mirror had not been installed on the dresser in the guest bedroom. The driver couldnt find the metal verticals that hold the mirror to the bureau. 3. I then pointed out that the wooden hands for my all wood grandfather-sized clock hadnt been found. I had expected that this would have been reassembled or that at least I would be given the hands to install myself. 4. I have 8 bookcases, disassembled for moving. Not just the shelves (which I can put in place), but the tops were removed and not put back on. 5. A small valet was broken. The driver said, Thats fiberboard. 6. The foot of a bureau was broken. The driver said that it had been broken before the move and that it would be easy to fix. I had never seen it broken and it was NOT pointed out to me before the move. 7. A TV was left in its carton and not attached back to its base.8. A lot of empty boxes and packing paper was left in the house. The driver said he was in a rush to get to the next job and didnt clean them up.9. The job was based on a "not to exceed" quote. The company will not tell me the actual cost, despite repeated requests.All of these are things that a mover normally does. I have pictures available to document all of the above. Because of the issues outlined above, I declined to sign the inventory documents presented by the driver. As far as I am concerned, the move is incomplete. Since I could not reach anyone at the company on a Sunday, I did reach out to my credit card company to start a dispute. The company did not respond directly to my concerns. Instead they referred the whole thing to the national chain, which, after a few emails has also stopped responding.

      Customer Answer

      Date: 11/16/2023

      The moving company issued a check to me for the damages.  I then removed the hold on their payment with my credit card company.

    Atlas Transfer & Storage Co/Allied Van Lines is BBB Accredited.

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