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:05/16/2024

  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.

   
  Complaint: 21719301
  
  I am rejecting this response because: The company's lack of honesty, communication, and reliability are the reason our things were never picked up by them. We gave the company ***** several times and gave them several opportunities to pick up our things. They continuously made promises and guarantees that were not kept. We even re-scheduled our move out date to give them another chance, which cost us money, time, and emotional distress. The only reason we cancelled the "final" pickup was because the driver contacted us stating that the truck broke down AGAIN, and he wouldn't be able to pick up until the next morning, AFTER our final, rescheduled, move out date. They simply failed to arrive in time, failed to pick up our things, failed to have operational trucks, failed to honestly communicate, and revealed themselves to be an unreliable business with shoddy trucks and un-licensed drivers. They lost our trust, and lost our business. We are entitled to a refund because they did not provide any service to us. We eventually had to pay to put all of our items in storage because they STILL had not been picked up by the time our SECOND move out date rolled around. We told them our final deadline and they just couldn't make it happen. That is not our fault. We were forced to cancel the pickup because we had to leave the premises. The response provided is full of the same excuses that we were fed the entire time we dealt with the company, and they are still not acceptable or satisfactory. This company owes us a refund. 
  
  Sincerely,
  
  *******************************************on. They defrauded a check so our claim with our bank couldnt be disputed. Their drivers were caught at our military gate with no IDs and no vehicle registration, leading us to distrust the legitimacy of the company. **** will not refund our money although no service was rendered.

  Business Response

  Date: 06/07/2024

  Good morning,

  We do apologize for the delay you experienced with pickup. 

  We had a truck that had broken down, and had to reschedule a crew to pickup your goods. Because you are on a military base, the members of the moving team have to have proper credentials in order to enter the base, which was the reason for the delay as a crew that was 3-4 days out had to be dispatched. We were prepared to pickup your items and you cancelled the pickup with us. All pickup and delivery ETAs are estimates in our industry, due to the nature of how it operates. Its not something that we like to happen, and strive to do everything possible to remedy any situations such as this as quickly as possible. 

   

• Initial Complaint

  Date:05/15/2024

  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.

   
  Complaint: 21718022
  
  I am rejecting this response because: I called and told ******* about the situation and he verbally told me he would notify the correct people to take care of it. I guess I should have gone ahead a sent in the letter, but I assumed from what ******* told me, that he would do his part for the customer.  When I called back 2 days later, of course hes not available, and ***** spoke to me to this date.

  These days,you cant trust people.
  
  Sincerely,
  
  *************************

  an email May 1 from Gabby wanting me to sign bill of lading. I Did Not sign it. Yes, it is stated in contract I have 72 hrs to cancel and to write a letter to a certain website. But when I spoke to ******* on 29 th he informed me he would take care of it. He didnt tell me to contact them on the website. I assumed someone was doing their job and sending my info to the correct person like he said he would. Because I waited on him my 72 hrs expired.I called **** again asking for his manager, He said he doesnt have one. I stated to him, so you can make the decision? **** then told me upper management wont give refund. He never transferred me to them.

  Business Response

  Date: 06/07/2024

  Good morning,

  Due to the nature of our business, it is the responsibility of the customer to follow the cancellation procedure as outlined in the contract. We need a written cancellation of services for our documentation. 

  Once your move is past the 72 hours, your move is dispatched and therefore non-refundable. We advise our customers to follow the cancellation procedure whenever cancelling service.

   

   

• Initial Complaint

  Date:05/14/2024

  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.

  SENT TO BBB 5/15/2024
  Today we called dispatch once again and were told that since our truck wasnt a whole load to begin with, that now it will be delivered sometime this weekend.  Originally the movers were 2 days late to pick up the furniture and now it is the May 15 and we still havent received our furniture. This is absolutely absorbed!  We have been sitting in our new house since May 6th, with no furniture, clothes, shoes, bathroom necessaries as well as kitchen wares, no where to sit down on or bed to sleep on.  We are litterly ON THE ***** ALL THE TIME.  But that does not seem to bother them.  We moved only 1 hrs. away from our old house.  Why cant someone take control of the situation and  get our truck here ASAP?  Dispatch ***************)is the only number we were given and every time I call they hang up on me.  This is a shotty way to run a business. God please help us get our belongings back.  

  Business Response

  Date: 06/10/2024

  Good afternoon,

  We have been advised that your shipment was delivered within the timeframes as outlined by the ********** of *************************

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21703575
  
  I am rejecting this response because:
  

  This is a typical response from companies.  It is BS as far as we are concerned.  They tried to scam us out of more money ($500) than was originally quoted in the contract.  Besides wanting to charge us more it took them a total of 3 weeks to finally deliver our furniture 110 miles.  This is unacceptable and I will not delete my complaint.  They owe us for the hardship it caused us.

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

• Initial Complaint

  Date:04/22/2024

  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.

  I engaged a broker from a company called Atlas Moving And Storage llc April 9th to move my belongings from ********** ** to **********. The company has a DOT# ******* and MC# ******* The broker who claimed his name was ********************* quoted me a price of $1,510 after i stated the items i planned to move. The actual move date was supposed planned for April 18th or 19th between 1PM and 5PM. I was told to make an ACH deposit of $565.16 and that the balance would be paid to the driver after delivery in *******. On the 18th and 19th of April, the driver never showed up or called me. I tried contacting ***** who then told me the driver was running a little late and would show up before 5PM on the 19th. I waited after 5PM and no one called or showed up. Then at 10PM late in the night, a man in a small truck showed up claiming to be from Atlas Moving and Storage LLC. He took a look at the items in the contract with Atlas and said he would only move them if i paid an additional $1,000. ***** had informed me before taking the downpayment that multiple workers would help with the move so i started suspecting fraud when only one person showed up to move a king and two queen size mattresses along with bedframes, couch, 5 bags and a rug located on the second floor of a two story house. The man then left after i told him ***** only quoted me a $1,510 price for the move.

  Business Response

  Date: 04/23/2024

  Good afternoon,

  Thank you for choosing Atlas Relocation.

  Upon review of your move, it was determined that you booked your move with an initial cubic footage of 286cuft. When ***, our ***************** Manager, called you days before the move to go over your inventory and to ensure everything was all set for the move, there was additional space that was needed in order for you to move the additional things you had stated. In our notes it shows you declined the extra space and wanted to stay with the 286cuft.

  Based on that, when the mover arrived on site, he did what *** had stated, he did the Walk thru and he advised you that you needed additional space in order to move forward with the move. Instead of choosing to go with the 286 cu ft that your binding not-to-exceed estimate allowed, you decided to cancel the move entirely.

  Based on the contract you signed with Atlas, the deposit is non-refundable if you choose to not move forward with the move when they are on site. 

  Enclosed is the contract you signed with the terms stated. 

  We hope this clears up any confusion.