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:Delivery 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 am filing a complaint against Atlas Moving due to numerous issues that caused financial loss, damage, and undue stress.1. Overcharge The contract I signed was a "binding moving estimate" for $2,400. I paid $1,129.80 upfront, $635.10 at pickup, and the remaining balance at drop-off. However, before delivering my items, I was told I needed to pay an unexpected $700 shuttle fee, which I was not informed about beforehand. I had specifically inquired about extra fees and was told they would not apply since I live in an elevator building. I was told the shuttle fee would only apply to walk-ups. Despite this, I was forced to pay the fee in cash or money order if I wanted my items delivered to my apartment, as they threatened to drop them off in **********, which was not the agreed-upon delivery location.2. Damaged and Lost Items Several items were lost or damaged, including a plastic bin with books, which was missing for over two months before being returned after multiple follow-ups. Additionally, the back piece of my **** Soderhamn sofa was lost, rendering the couch unusable (loss of $769). Other damaged items include:Gabol wheeled suitcase ($102.63)Meijer storage bin ($30)Buture cordless vacuum ($199.99)Honeywell tower fan ($84.99)3. Delivery Delays The delivery, initially promised within 7-10 days, was delayed by 18 business days, arriving on May 31. I had to purchase essentials in the interim. Communication was poor, and I received conflicting updates throughout.4. Poor Communication I dealt with multiple contacts throughout the process, with no clear answers or accountability. The disorganization made it impossible to plan around the delivery, causing further frustration.After months of filing claims, Atlas offered only $60 as compensation, which is unacceptable.Given these issues, I seek full compensation for the lost and damaged items, reimbursement for the $700 shuttle fee, and acknowledgment of the inadequate service provided.

• Initial Complaint

  Date:09/15/2024

  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.

  On 6/5/24, we dod an internet search for long distance moving companies. We were contacted by this company who provided us a quote to move our goods. We were required to put a very large deposit down. Over $2k. They would charge 7% more to use a credit card. The sakes *** was very high pressure and said not to take any other calls from other companies. That evening we researched and saw the horrible reviews and decided to cancel the contract. We notified them via email and received a call the following morning threatening us and said "we will see you in court and we always win". We continued to pursue trying to get our deposit back to no avail. They blocked our phone numbers, blocked emails and refused to refund our money. Our cancellation was well within the 72 hours. We have canceled check, email correspondence of the notification to cancel and documentation of our ***eated attempts to reach this company. We want our money back!

• Initial Complaint

  Date:08/22/2024

  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 was looking for a moving company and found them online on May 23rd. They called me and pressured me into booking over the phone even though I was not sure that I wanted to use their company. He walked me through their DOT licensing and at the time their Better Business Bureau rating was good. He told me that I could cancel within three days if I changed my mind. He kept telling me that I would lose my 25% discount if I didnt book right then. I paid the deposit over the phone and received the contract in my email. Once I read the contract, I immediately followed what it stated to cancel the move and emailed their company email (within a couple of hours after booking). I received a call back from ****** asking if I am sure I wanted to cancel and I said yes. He said he would process it. To this day I have not received a refund. I am uploading my email I sent cancelling and my phone bill, which shows ****** Glens number calling me back after the email (highlighted in yellow)

  Business Response

  Date: 09/11/2024

  Hello,

  We are sorry to hear about your experience.

  Upon reviewing the move, it was determined that you booked within 14 business days of your pickup. Here is the language underneath "Cancellation of Services":

  CANCELLATION OF SERVICES: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Atlas Moving and Storage llc . I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable, unless I notify Atlas Moving and Storage llc in writing within 72 hours after booking at ***************************** of my intent to cancel the estimate. A 5% cancellation fee of the deposit will be charged on all refunds. *******If the first scheduled pickup date is within 14 business days, then my deposit is non-refundable, due to being considered an emergency dispatch.***** I understand that if I cancel my move after 72 hours, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the customer within a 12 month period from the date of cancellation. All refunds will be processed by the next billing cycle. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.

  It stated in the notes that you did not want to place your move on hold, but insisted on a refund. We do apologize for the inconvenience. Please call if youd like to move forward in doing so. Thank you! 

   

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22179206
  
  I am rejecting this response because: I didnt want to make the pick up date that early. As stated in the original complaint, I wasnt allowed time to read the contract, or I would lose my discount if I didnt book right then on the phone. ****** told me he wanted to make the pick up date that soon to ensure my belongings would make it in time, even though it was over a month away. He assured me that if I changed my mind within 3 days I could have a full refund. I changed my mind and emailed as stated in the contract within a few hours of booking. I was told the refund would be on the next billing cycle.

  Sincerely,

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

  Business Response

  Date: 09/19/2024

  Good morning,

  At this time we stand by our original response. 

  We do not pressure our customers into signing something without reading it, especially a moving estimate. We want to ensure the inventory is correct as well as all the other pertinent details of your move. Taking a few minutes to review your contract would not exempt you from any pending discounts. 

  Thank you. 

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22179206
  
  I am rejecting this response because: ****** told me I would lose all discounts if I didnt reserve right then on the phone. He told me I could cancel within 3 business days if I was not satisfied and receive a full refund.

  I notified the company email specified in the contract to cancel the same day.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/13/2024

  Type:Delivery 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.

  June 24th,2024 Atlas *********************************************** LLC hired 3rd party company green pelican to move and ship my belongings, they emptied my entire house of belongings along with a U-Haul truck I rented myself and had filled by another service provider. Upon packing the house, they told me that they had to take my truck to unload in the warehouse themselves because **** wouldn't allow nonemployees to enter the yard. ***** was to be return next morning of June 25th. Come July 1 Truck was still outstanding, which prompted me to reach out for update regarding delivery in ***** since ********************* was on the way. I was told it would be delivered after the 4th of July. Come delivery day, I was charged an extra-long-haul fee $150 to only receive 15 boxes out of 150, pillows to a couch, part of a bed frame, 1 BBQ grill and Misc items that do not belong to me. The driver was very rude and disrespectful to me as a woman of color. Upon telling him my items are missing he told me O well call the company.I called said company and they gave me green pelican information to look for the missing truck and other items. After being on hold for over 2 hours I finally talked to someone and was told they split my load and next load would be 2 weeks out & they would inquire about the missing truck from their employee. 2 weeks go by and I have to fly back to ********** to file a police report for the truck, which was recovered days later with 1300 miles of unauthorized use, along with damage, recovery fees, and cleaning fee's that have resulted in $5200 balance and still no update of items.I start calling every number and person I had spoke with before, Atlas sold their company to Northern relocating and they had no knowledge of the items or issue, Green pelican leaves me on hold for hours and then tells me they will call back with a update and never call back. As of Aug ******* I still do not have my belongs nor have I been compensated for damages,

• Initial Complaint

  Date:07/06/2024

  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.

  They refuse to give me a delivery date.I have the balance in cash when they deliver.They do not answer emails. phone calls etc.

  Business Response

  Date: 07/22/2024

  Good morning,

   

  Delivery ETAs are given by the carrier. Please contact Indeed Moving directly at ************

   

  Thank you! 

• Initial Complaint

  Date:07/01/2024

  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.

  In preparation for a move from ******* to ******** I submitted inquiries on the Internet - ********** from Atlas reached out to me, the price was good and I asked 1) how many times will you offload our stuff, he replied we dont - we will deliver it in a puptruck. 2) I asked how long it would take he said 7 to 10 days. Sounded good to me my husband, at the time, was listening as I had this conversation on speakerphone.They picked up on June 14 one week before closing on my condo. I left for ******** thinking I could do without my things for ************************************* emailed **********, he was never available and I spoke to no less than 3 people in the warehouse and they all told me Delivery was anywhere between 21 to 28 days.I received a call today 7/1 from a dispatcher who said they were getting ready to load my stuff and that it would be another 2 to 6 days until delivery. I told her just like I told everyone else in their warehouse that they cannot bring an 18 ******* to this condo address. Wilmington Delaware is a series of one way streets and they are all very narrow. Another delivery coordinator called and I asked what size truck are you bringing he said an 18 *******, I said no you cant Ive told everyone including ********** the salesman, he said no problem well hire a shuttle truck - I said who is going to pay for that and he said you are, read your contract.Buried in their lengthy contract is the verbiage - **************** if semi-trailer cannot get within 100ft of the building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300.When they booked this job they obviously did not look at the area or even understand what a big city ********** Delaware is.Plain and simple they are crooks who have to lie and order to get jobs. Everyone should be wary of them.

  Business Response

  Date: 07/22/2024

  Good morning,

  We are sorry to hear about your experience.

  The shuttle truck is listed in the contract as one of the possible charges at delivery. We try every which way possible to avoid using a shuttle truck, as it increases the labor and time taken to unload a truck. 

  Unfortunately, after reviewing your move, in your instance the truck was required. We do apologize.

   

   

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21928387
  
  I am rejecting this response because:

  Atlas contract trucking company, gave me no choice for delivery. They sent an 18 ******* which cannot deliver to this condo address, despite the fact I told the sales agent at Atlas it had to be a smaller truck. The driver said not my problem, youll have to get a storage unit. It cost $100 to rent a unit for two days, then another $700 to hire a company to redeliver. The $2000 move I signed up for cost nearly $3500 because of Atlas.
   Also the driver who delivered to the storage unit on the 8th was going to hold my items because I didnt have the exact $609 balance. I had $620 and he did not have change, he told me to go to a bank. I had to call his boss to get them to wave it. HORRIBLE EXPERIENCE - lots of broken, missing, damaged items.
  

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

  Business Response

  Date: 07/22/2024

  We stand by the previous response at this time. 

• Initial Complaint

  Date:06/26/2024

  Type:Sales and Advertising 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.

  The company took my deposit and I was under the impression they would be moving my belongings. They ended up just being brokers and sold my contract to another company that wasnt authorized to move between state lines according to the **** They picked up my belongings on May 17th, they charged me the minimum for my apartment even though they took inventory of my belongings. So on the day of the move I was well over the minimum **** and they charged me 1100$ more. I asked them if they could remove some stuff I was willing to part with and they said no not once it was on the truck so I had no other choice but to pay extra. Since then I havent had a single update on where my stuff is and they are well past their delivery date. I have no idea where my stuff is and I feel like they stole my stuff.

  Business Response

  Date: 07/25/2024

  Good morning,

  We have been advised you were delivered the first week of July.

  Your First available delivery date as 5/31. The carrier has 7-28 business days to deliver you from your FADD. Based on the findings, you were delivered within the timeframe.

  We do apologize for the extended delay. Due to the nature of our industry, sometimes these longer wait times are not ideal, but unfortunately unavoidable.

   

• Initial Complaint

  Date:06/09/2024

  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 entered into an agreement with Altas Moving and Storage to move my things MN to **. The day before the movers arrived, I walked through the house and went through ALL items that were to go on the truck, the SIZES of ALL boxes and totes- including quantity, furniture wise, nothing had changed from the original agreement. There were changes from original agreement and the cost went up another $1400, no problem. I was contacted by the movers told me when they would arrive and they were on time. The movers came with a 15ft rental (950 sq cubic feet??)- When they came into my home, they IMMEDIATELY, without taking any inventory, just glancing, the mover told me I had WAY MORE than what was on the agreement and it was going to cost me an ADDITONAL $1700. I didn't understand how the cubic footage could be so off. They kept saying that was an ESTIMATE, and I was quoted the wrong cubic footage. I contacted Atlas, and was screamed at that the agreement was an ESTIMATE and the movers knew what they were doing. That depending how the truck was loaded I would also be paying for "dead air" as that is included in the amount of cubic footage etc. He would not listen to what I had to say. . After again reading, this a BINDING ESTIMATE and that unless I added more items or services that were NOT LISTED on the "estimate", the price WOULD NOT CHANGE. The next morning, I called 3-4 times to the person I had been dealing with and he never returned my call. **** called me and I again tried to explain to him my position and he was just not hearing it. I knew at that point I was going to get nowhere with these people. Then the mover called, I again explained my position and that I was filing a dispute with my credit card company because they were all running a game on me. HE offered a "side deal", they could move me for the amount I was originally supposed to pay. Atlas called yelling at me about how everything is recorded, I tried to do a side deal, and that they were cancelling my job

• Initial Complaint

  Date:05/30/2024

  Type:Delivery 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 Atlas moving and storage to transport my furniture and personal belonging from ** to **. I was quoted one price and estimate delivery timeframe from the sales representative *****. Two days before delivery I was told my price was going up by approx. $1000. Truck size and increase in 4-5 boxes.I also hired them to transport my car. Which I had provide them with a $300 deposit. Along with a $1500 for my personal belonging and $800 upon pickup.Upon pickup I then informed by the delivery team that they are not Atlas they are Indeed Moving. Which not once did anyone I spoke to advised me that I was dealing with a 3rd party broker. Original I was given an estimate delivery date of 5/30. I told ***** I needed my belongings because I had to get back to my daughters graduation. Plus I was starting a new job.I was given a yes by everyone and assured that my stuff would be delivered. The guys who came to pack my stuff call his dispatched and advised me there was no way I could get delivered that fast. I tried calling Atlas because I was very frustrated and felt deceived from what I told originally.I dont like the fast talking sales people who are deceiving you to get you to sign paperwork and then things have changed once you have my belonging and money.I tired calling IndeedMoving to obtain a delivery timeframe and I havent gotten a response nor by email. I called Atlas back today and now being told they have up to 14 days to delivery my belongings. Also informed them that I want to cancel my car delivery since I dont even have my furniture why would I trust them with my car. They said separate company and no refunds.So now I am going lose out on $300 when I wasnt given accurate and truthful information about my furniture and personal belongings.I am already losing out because my work assignment has been delays since I dont have my belongings in market.Horrible experience and now I have to place nice because you have furniture and belongings.

• Initial Complaint

  Date:05/29/2024

  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.

  telemarketing and lies. They got $900 out of me. The guy on the phone said if I cancel in 3 days . I get my money back. Now they wont and take me my call . Running a scam. Stay away. Going to their state licensing board next to reporting fraud. T

  Business Response

  Date: 06/07/2024

  Good afternoon,

  This was a misunderstanding in regards to refund policy. The customer has been refunded.