Complaints

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

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• 

  Atlas World Group, Inc.

  1212 Saint George Rd Evansville, IN 47711-2364

  
• 

  Atlas World Group, Inc.

  5715 N Fares Ave Evansville, IN 47711-1903

  
• 

  Atlas Van Lines

  8701 Prospect Ave Kansas City, MO 64132-2649

• 

  Atlas World Group, Inc.

  5959 N Fares Ave Evansville, IN 47711

  

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:01/09/2024

  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 relocated by my company to Washington from California. On delivery of items boxes that were marked fragile where damaged and items inside where destroyed. Also a lot of boxes were missing and never delivered. Items damaged/missing equal to about 7k.
  
  I submitted a claim on 10/17/2023. I let a couple weeks go by giving some time to reach out. I tried calling to let get an update and they said they would have the person assigned (**** *******) and she never did. I called her number and used her extension ***** ******** #**** and it went to voicemail multiple times. I left detailed messages about the situation and left a call back number. She never reached out. I also went through their website and requested an update and they just emailed me back saying someone will call you soon. It’s been about a month said I received that email.
  
  I need your help.

  

  Business Response

  Date: 02/01/2024

  Our office, Atlas HQ in Evansville In, does have the consumers claim.

  It does appear the BBB complaint originally filed in December/2023 was sent to the wrong carrier originally then sent to our office on 1/2/2024.

  On the same day 1/2/2024, our office did speak with the consumer asking for support of the claim, and followed up with an email on the same day.

  A follow up was sent to the consumer on 1/12/2024, of which the consumer still has not responded and sent in requested information. 

  At this point our office is awaiting the information from the consumer on his claim. 

• Initial Complaint

  Date:12/12/2023

  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.

  This is reference to claim number ********. Atlas World Group is not responding to claim I made In July 2023 per their website instructions. I have been emailing and phoning the 800 number. The representative assigned to my case does not respond to emails or voicemails.
  
  They will not share any of the repair reports from their third party repair team with me. Not all items were repaired to "as is" state.
  
  I am seeking to define the settlement of the my personal goods that were damaged during a move.

  

  Business Response

  Date: 12/26/2023

  The consumer has agreed to the carrier's settlement offer per the attached. and payment will be processed via direct deposit. Since this consumers claim is resolved we ask that the BBB close this case.

   

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service 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.

  Multiple items in my shipment we damaged, One box (with all the parts and pieces of the taken apart furniture) was lost and services we not rendered (putting the furniture back together).A claim has been filed and Atlas is dragging their feet to close this out and is not communicating any information along the way.

  

  Business Response

  Date: 12/07/2023

  The consumer did file a claim with our office of which a settlement offer which is attached was tendered to the consumer on the same day the complaint was filed 12/5/2023.

  The consumer also responded back to the claim representative via email that he would like line item # 5 re-reviewed. Our office will reach back out to the consumer to further discuss and advise of the next steps. The consumer was also provided the link for arbitration below if their claim could not be resolved directly with our office.

  As another means of settlement resolution, please go to ************************************************************************************ for more information on the "Dispute Settlement Program" offered through the American Trucking Association.

  Customer Answer

  Date: 12/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the revised settlement I feel does not cover the loss amount. I have sent a counter offer to the company directly via email. I feel this is a fair counter offer and is approximately half of the original claim value.

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

  

  Business Response

  Date: 12/18/2023

  Attached is the carrier's most recent offer to the consumer. for $2,541.75, of which Mr. ***** did email our director agreeing to.

  Once the consumer completes his payment preference link, payment will be sent to him.

  We do ask this BBB case be closed.

  Thank you.  

  ******* *********
  
  Specialist, CCA
  
  Claims Services
  
  (p) ************ ext.: **** #
  *******@atlasworldgroup.com
  www.atlasvanlines.com
  **** *** ****** **** • **********, IN *****
  
  OUR MISSION:
  Every day we help you go new places,
  with expertise in moving and logistics,
  bringing the world within reach.

   

  Customer Answer

  Date: 12/18/2023

  
  
  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. Please let it be noted that after agreeing to the compensation via email the business sent out an official offer that was under the amount agreed upon. After reviewing the document I had to request an updated offer with the agreed upon amount.  This was received today and approved by myself. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/24/2023

  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.

  Atlas helped us with my relocation for work from ******* to ********** on May 2nd. During a follow-up, the technician came on May 14th to install our electrical standing desk and ended up destroying it. The standing desk can't be moved via the control panel, and it is not level. The technician acknowledged the damage and assured us that he would report the issue.
  
  After waiting for two months, in July, we heard nothing from Atlas. Consequently, on July 5th, we filed a claim via the Atlas website (claim number: ******** / *******). Another two months later, almost, we had to get rid of the desk as we needed space for our new one. On August 30th, we contacted our relocation agent, and she provided us with an email to reach out to. I emailed them about my claim on August 30th. On September 2nd, an agent called us, asking to inspect the desk. I informed him that we had already disposed of the desk. On September 9th, Atlas replied that they couldn't reimburse me because they couldn't examine the damaged piece. I replied on September 9th, asking them to check with the technician who installed the desk, but have not heard back from them since then.

  

  Business Response

  Date: 01/03/2024

  The consumer was tendered a settlement offer by our office on 9/7/2023.

  On 12/21/2023 the claim rep. reached back out to the consumer via email outlining the carrier's position remained. 

  If the consumer is still not in agreement, they can file Arbitration of which has already been provided to them as well. 

  Using the link below 

  As another means of settlement resolution, please go to ************************************************************************************ for more information on the "Dispute Settlement Program" offered through the American Trucking Association.

• Initial Complaint

  Date:11/06/2023

  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 purchased Full Value Protection in my contract for moving with Atlas to cover repair and like kind and quality replacement if anything was damaged. The Atlas movers damaged my items due to their egregious neglect. This neglect was acknowledged by Atlas. Extensive damage of high quality items occured due to Atlas movers not covering items with moving blankets or shrinkwrap, stacking unprotected items on top of each other, etc. I expect that the Full Value Protection amount of $61,200 I purchased will fully cover the repair and replacement of the items damaged by Atlas movers which totals $28,854 (Repair $7,525 + Replacement $20,152 + taxes $1,177). Atlas offered a settlement in the amount of $5,788 which is obviously not acceptable as it will not restore the damages incurred. Atlas acknowleged that I refused this settlement offer. I obtained my own costs for repair and replacement of non-repairable items and provided to Atlas. Atlas agreed to review the costs I provided and update me if they are revising / amending the settlement offer. Atlas has since been ignoring me and not providing any responses via email or phone. I am seeking assistance from BBB to prompt Atlas to respond back to me with a fair and reasonable settlement offer.

  

  Business Response

  Date: 11/20/2023

  Our office will need more time to re-review the original offer tendered to the consumer on 8/14/2023 to determine if we are going to change the carrier's offer or not.

  Please give us until EOB Friday 12/1/2023

   

   

  Customer Answer

  Date: 12/04/2023

  Atlas contacted me (email is attached) on 11/21 and stated that I would hear from them last week regarding revisions to the claim offer. Today is 12/4 and I still have not heard anything from Atlas. It appears the pattern of delaying and ignoring me is continuing. Side note - the Atlas customer portal appears to be down as well. I have tried to access it from various devices and different IP addresses so something is not working correctly with the Atlas customer portal. I appreciate any assistance that BBB can provide me with getting Atlas to respond promptly and resolve my claim appropriately and in accordance with what both parties agreed upon within the Full Value Protection agreement where Atlas will repair and replace or provide reasonable settlement for the actual cost to repair and replace the items damaged directly by their movers. Thank you.

  

  Business Response

  Date: 01/11/2024

  Our office did tender the consumer a an updated settlement offer/release of which attached.

  If the consumer is not in agreement they have the option to go to Arbitration thru the ATA-American Trucking Association.

  Details are below.

  As another means of settlement resolution, please go to ************************************************************************************ for more information on the "Dispute Settlement Program" offered through the American Trucking Association.

  As the carrier we ask that this BBB complaint be closed. 

  Customer Answer

  Date: 01/21/2024

  I had been out of town but had the opportunity today to review a revised settlement offer from Atlas. Thank you BBB for prompting Atlas to respond. The settlement offer is still not nearly enough to cover the damages that were inflicted by the Atlas movers, however, I counteroffered a slightly higher amount so I can at least complete most of the repairs. It is my hope that Atlas will agree to the counteroffer and we can close this out and move on.

• Initial Complaint

  Date:09/25/2023

  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.

  Re: Atlas ********
  Packing/Storage/Moving services from TN to CA. Over 40 items were damaged, destroyed, beyond repair, hence loss of value.
  9/30/22 - $9,618 down payment, 1/19/23 charge of $19,601.91 for delivery in CA. Upon delivery several items were broken, upon unpacking boxes, more damage was discovered. I disputed $19,601.91 charge with Visa. Resolved 9/23 with Atlas agreeing to a re-bill charge of $1,571.91, I do not know what this charge is for. Visa sided with me and credited my account.
  9/12/23 dated letter from Atlas demanding payment of $18,030 and threatening with Collection Agency. No mention of compensation of my loss and damages suffered. Photos of damaged items were sent to both Visa and Atlas, repair estimate as well. Atlas sent over an inspector to assess the damages. Delivery crew failed to inform me to save broken items, hauled them away. As photos had been sent to Atlas and crew witnessed many broken items and damaged antiques, inspector did not see a problem with items not being available for inspection.
  Atlas packed up the household and sent a crew that had no experience in packing. There was a problem with personnel that day. They came very late, only 2 people, took 2 days instead of 1. Heavy items were put on top of delicate items in oversized boxes, resulting in so much damage. Antiques, vintage/irreplaceable items have been damaged or destroyed. Crocodile handbags that my, since deceased, husband gave me and have emotional and financial value are destroyed.
  The financial and emotional damage I have suffered is far beyond $18,030. This has been an awful experience with so much loss and stress, it is weighing heavily on me. Atlas is in the business of moving people's valuables and with that take responsibility of treating these items with respect.
  They received $9,618 and $1,571.91 - I am left with all the broken and discarded pieces, as they are beyond repair. My loss is over $40,000.

  

  Business Response

  Date: 11/14/2023

  Attached is Ms. *******’s settlement offer/release tendered
  on 8/2/2023, credit and collections was cc’d in at that time.
  Her original claim filed online 5/5/2023 was for
   $56,135.00.

  The customers credit card dispute was filed same time as
  claim 5/5/2023 for $19,604.9, of which on 9/11/2023 the credit card company
  ruled in favor of the consumer and charged Atlas back $18,030.00.

  Thus this customer now owes the carrier $18,053.83 of which our credit and collections department is pursuing

  Thus customer now owes this money of which credit and
  collections has been attempting to recoup $18,053.83, last payment request sent
  11/7/2023.

  Any claim settlement would be applied towards those charges now due.

  Customer Answer

  Date: 11/19/2023

  This is my response directly to Atlas:

  
  Sun, Nov 19 at 7:14 PM
  
  Hello *******,
  
  I am writing you back in response to your settlement offer.
  

  Let me start with items 1 and 3 - you offer $300 and $750 respectively, but you totally ignore the fact that both have now been damaged and will have repairs, which has drastically lowered their resale value. I have pointed this out numerous times, but no attention has been paid to that. The no-repair-state of any antique is what determines the value, that is now lost, so that needs to be compensated.
  
  Again, same as when a car has been in an accident or someone runs into your car, now Carfax has the info for the person who wants to buy that car, value has gone way down due to accident. People do get compensated for loss of value.
  

  Item 4 - Climatic Control Damage -  This antique saddle back chair was picked up by the arms which pulled the arms out of their slots. Anyone who handles antiques knows that you never ever move a chair by the arms, always by the seat. Due to improper handling damage has occurred, not climatic control issue. The chair was fine up until it was delivered in ******.
  Item 28 - Antique cane wooden chair - I do not agree with Climatic control damage on this item either. 
  
  
  Items 8, 9, 14, 25, 26, 27, 31 - you label them "Items Not Available for Inspection". Firstly, they were well documented with photos taken on the spot and submitted to you. The photos were dated and the damaged items were shown to the crew. The flower pots were in blankets so they saw the damage when they took the blankets off. Again, not a word was mentioned by your crew to hang on to these items for inspection. They actually offered to take them to the dump. Why did they not inform me of this very important restriction? Your inspector also said that not having the physical items was not a problem as the photos were sent and I showed them to him during his inspection. As you can see from the pictures submitted earlier the Italian plant container was an antique and was a total loss.
  Items 8 and 9 - were repaired prior to inspection - photos were sent showing the damage. I did not want to have to look at the head board damaged for months on end and I needed the lamp, so yes, repaired prior to inspection, but you have the proof that they were damaged. If you need me to send these photos again, I will be more than happy to do so.
  
  Handbags, shoes and two red Cartier boxes - you surmise that these have damage consistent with normal usage. I beg to differ. I take very good care of my bags, they are stored in dust bags and stuffed so they do not collapse. I handle them carefully as they are of high value and should be treated accordingly. They are also not used very often as we are living in strange times. Any damage to these bags was caused by the fact that they were thrown randomly into a big cardboard box and a heavy metal gun safe was put on top of them. They were not packed stacked next to one another, with paper in between them so they could not move around. They were thrown in like socks, it was unbelievable. Again, these bags as all the other items, were transported from Los Angeles to Nashville without a scratch or a dent.  The two Cartier boxes had Cartier blankets in them. I was going to sell these boxes when I got back to CA so did not handle them at all, they were stored on the top shelf of a high closet and touched again when the packers came.
  
  There were 4 pairs of shoes - 
  Brown patent leather MaxMara shoes $700. photo 1
  Red Dungelman shoes $200 photo 2
  Red Thierry Rabotin $400 photo 3
  Black Thierry Rabotin shoes $400  photo 4
  
  
  19. Van Hemert book - there is definite damage to the corners of the book as it was not wrapped and 
  transported on the corners where you open the book. The corners are damaged and curled in as weight of other items packed on top of it pushed it down.
  
  Sincerely, 
  
  ********* *******

  

  Business Response

  Date: 01/03/2024

  Our office is reviewing the response from the consumer via her email dated 11/19/2023, the carrier's position with our offer to the consumers offer dated 8/2/2023 may or may not change.

  The consumer also has the right to file Arbitration thru the ATA of which this information has also already been provided to her.

  As another means of settlement resolution, please go to ************************************************************************************ for more information on the "Dispute Settlement Program" offered through the American Trucking Association.
  

  Any loss of value would have to be substantiated by either an ISA or ASA appraisal which is up to the consumer to obtain, our office will also be providing this information directly to the consumer.

  The consumer also owes transportation charged to the carrier  in the amount of $19,601.91, of which our credit/collections department is pursuing.

  A final response to the consumer's loss/damage claim will be sent to them by EOB Friday 1/12/2024.

   

  ******* *********
  
  Specialist, CCA
  
  Claims Services
  
  (p) ************ ext.: **** #
  *******@atlasworldgroup.com
  www.atlasvanlines.com
  **** *** ****** **** • Evansville, IN *****
  
  OUR MISSION:
  Every day we help you go new places,
  with expertise in moving and logistics,
  bringing the world within reach.

  

  Business Response

  Date: 03/04/2024

  Please see the updated offer for BBB complaint ID: ********
  Please note this is our last offer to the customer, also of which she owes the carrier charges totaling $18,053.83 as she has her credit card company reverse the transportation charges on the relocation.
  
  Our credit an collections department is also involved.
  We ask that the BBB close their case as the carrier is working directly with the consumer.

• Initial Complaint

  Date:09/11/2023

  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.

  We hired them to move all our belongings in April 2021
  from ****** ***** MO to ********, NE and the total cost was
  $4,555.38. We then hired them again in July 2023 to move
  all our belongings from ********, NE to ***** ***** TX, this
  time with significantly less items. These are the items that
  we either sold, threw away, or donated: The approximate
  weight of all these items is 1,522. Even with the longer
  distance to travel, we believe we were excessively
  overcharged by $2000.00 (two thousand dollars).
  1. Blue recliner chair, approximate weight 75 pounds.
  2. Electric Fireplace with wood case, approximate weight
  125 pounds. 46”X17”X45”.
  3. John Deere Riding Lawn Mower, approximate weight 462
  pounds.
  4. Troybuilt Snow blower, approximate weight 250 pounds.
  5. 8 feet long and 5 feet tall steel 3 shelf unit with wood
  shelves, approximate weight 150 pounds.
  6. 2 aluminum file cabinets with 2 drawers each.
  Approximate weight 75 pounds total.
  7. 6 feet tall plastic cabinet. Approximate weight 50 pounds.
  8. Electric weed eater. Approximate weight, 35 pounds.
  9. Both men’s and women’s clothes, dishes, tupperware,
  cups, end table, wooden cedar chest. Total approximate
  weight, 250-300 pounds.

  

  Business Response

  Date: 11/27/2023

  Tell us why here...November 27, 2023
  Atlas Relocation Number: ********
  Re: Complaint ID: ********
  **** * ****** ********
  
  Tri State BBB
  3101 N. Green River Rd
  Ste 410
  Evansville, IN 47715
  
  To whom it may concern,
  The complaint submitted for the above reference customer has been reviewed and we have reached the following conclusion.The consumer has two separate claims our office is reviewing, one for loss and/or damage of which our office is reviewing and assigning a local vendor for inspection.
  The second, an overcharge dispute which was set up solely based on the BBB complaint filed. A shipper must contest the original bill or subsequent bill in writing directly to the carrier within 180 days (6 months) from delivery. According to the regulations in our published tariff, the carrier must pay, decline to pay, or settle within 60 days after receipt by the carrier.
  The consumer's relocation from Nebraska to Texas which loaded on 8/18/2023 was based on a non-binding estimate. Under the terms of a non-binding estimate the transportation charges for a relocation are based on actual weight and services. If the final weight or services exceed the estimated amount, Atlas is obligated to collect a minimum of 110% of the estimated charges prior to executing delivery of the household goods. The balance owed would be due and payable after 30 days from delivery has elapsed. Since you selected non-binding terms for your relocation, we are obligated to assess the full transportation charge due for your relocation.
  The consumer is comparing this 2023 relocation to a previous one under order no of ******** that took place in 2021, This relocation was also based on a non-binding estimate. To dispute the charges based and compare the current relocation to a previous one is irrelevant.  The relocations were around two (2) years apart.
  Transportation charges are not solely based on weight, rather also the mileage from state to state, actual weight, actual packing and or unpacking, any accessorial charges.  The discount levels on both relocations varied as well. Other Industry related cost would also have to be factored in such as the rising cost of the fuel surcharge.
  On behalf of Atlas and our agents, I would like to apologize for any misunderstanding that may have occurred in regard to the terms of a non-binding relocation. Every effort is made to ensure that the estimate provided is as accurate as possible prior to providing a quote on the move. It is unfortunate that we were not able to provide a better estimate for your relocation.
  
  Federal law requires all carriers to have a tariff in place for the transportation of household goods and bill in accordance with their tariff (49 U.S.C. § 13702). These tariffs are subject to the approval of the federal government and carriers are required to follow them accordingly.
  
  It is illegal for a carrier to give a rebate for services provided (49 U.S. C. § 14903). Federal law requires a carrier to collect all amounts due for the services provided (49 U.S.C. § 13702(a)(2)). If carriers did not do this, they would be providing an illegal rebate.
  We do find the charges on this relocation (********) to be correct as assessed, we have enclosed copies of the weight tickets and actual charges for this relocation as well as the 2021 relocation for the consumers records.
  Thank you for your patience during our review.
  Sincerely,
  
  ******* *********
  Specialist, CCA
  ***** ******** ext. **** #
  

  

  Business Response

  Date: 12/18/2023

  Attached is the carrier's offer of which the consumer accepted, their payment was mailed out to them via priority mail on Thursday 12/14/2023. We ask that the BBB close this case and notify our office of when this is completed.

   

  Thank you.

  ******* *********
  
  Specialist, CCA
  
  Claims Services
  
  (p) ************ ext.: **** #
  *******@atlasworldgroup.com
  www.atlasvanlines.com
  **** *** ****** **** • **********, IN *****
  
  OUR MISSION:
  Every day we help you go new places,
  with expertise in moving and logistics,
  bringing the world within reach.

  Customer Answer

  Date: 12/18/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:07/12/2023

  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 have experience with interstate movers and this is my sixth move. This is the only move I have complained to BBB also and my first time of using Atlas Van Lines.
  Complaints are as follows:
  1. Firstly the move was at a very high price and I was told if I lightened the load it would be lowered dramatically. I purchased a trailer for my snowmobile, Animal trophy heads, and tools. So should have lightened the load greatly. But somehow, the price of the move was still higher than quoted. By this time it was too late and we had to move forward. Price gouging. My Most expensive move by $20K, and our worst experience.
  2. the movers arrived at destination in ** with someone else's stuff in our truck. I asked them to sign a form guaranteeing that none of our stuff is in another persons truck which they refused.
  3. Packaging was a joke! heavy duty items that couldn't really break were wrapped in plastic, and then glasswares would barely be packed with anything and they would break!
  4. My biggest complaint is that after months of complaining they sent someone out to evaluate our broken items in our new home. By far there was a LOT more damage with this move than any others. There are some iron pots that were broken in half. It could only happen by people throwing them, like to each other. So an Allied claims person came out and reviewed all of our broken items, including a damaged steinway piano, glasswares that were collectibles, broken furniture like legs broken off.
  when they moved the furniture in our home that had very nice wood flooring they were dragging around the piano and the chairs and gouged some of the floors.
  So we went over the complaint with the claims person and he said "don't expect much in terms of repairs or money to fix this."!
  So we've been waiting for about 4-5 weeks to get the resolution of items back from Atlas and Nothing has arrived. We keep calling Atlas and no response.
  One of movers @ dest kept asking me the price of my house!!

  

  Business Response

  Date: 08/03/2023

  Our office tendered an updated offer and release to the consumer on 7/31/2023 of which has been accepted. Please see the attached.

  Based on this information we find the consumers claim and BBB complaint are resolved.

   

  Thank you.

  ******* *********
  Specialist, CCA
  Claims Services
  
  (p) ************ ext.: **** #
  *******@atlasworldgroup.com
  www.atlasvanlines.com
  **** *** ****** **** • Evansville, IN 47711

   

• Initial Complaint

  Date:07/10/2023

  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.

  I hired Atlas Group to move my belongings from ****** to ***** ********* in February. A lot of my belonging were damaged and the company even used superglue and their own tape in attempt to mask the furniture they broke and did not inform me. The amount of damages exceeded thousands of dollars, which included an antique lamp valued at $3000 that was my grandmother’s. I was told by the company I would have to fill out a claim and send photos, which I did. I then proceeded to get the run around for 2 months. They sent someone out to evaluate the damages as I was told I could not seek repairs myself until they did this step. The damages were confirmed by them in person and I was told they would submit their report for reimbursement for replacements and a research a fix for the lamp since it was of high value. I got the run around from Atlas again and they told me it would take a couple of more weeks to resolve. It’s been two more months since then and they have stopped responding to my emails asking for the status. It’s now been 6 months since my move with no resolution in sight.

  

  Business Response

  Date: 07/26/2023

  Our office contacted Ms. ******* via phone today and tendered a new settlement offer today 7/26/2023 of which is attached. 

• Initial Complaint

  Date:04/17/2023

  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 requested moving services from *******, BC, Canada to Israel. Movers came, packed my belonging, and left with them. then I was charged based on 2x overblown volume and weight. I requested evidence of their measurements multiple times. A week later, still, no evidence at all was produced nor resented. Moreover, the local contractor refused to provide any hard data on the numbers. As Atlas International Moving is in breach of the contract, I requested them to return my belongings. They refused. I proposed to pay for local services done based on local tariffs with a 30% premium on the top. They still refused to return my property.

  

  Business Response

  Date: 04/18/2023

  The pre-move survey, estimated weight, and quoted rate we provided
  to Mr. ************ stated his goods would require 2 lift vans for his
  international shipment.  The actual weight of his shipment once packed was
  89 lbs. less than estimated so we adjusted the rate based on the reduction in
  weight. We provided Mr. ************ with a picture of the two loaded lift vans
  to show a single lift van would not have been enough to hold the goods he
  wanted to ship.  We have asked Mr. ************ to pay his invoice for
  services performed to date and once payment is received we will release his
  goods per his request.

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Atlas International has lied to me, and to you too. Atlas International has not provided any hard data on their numbers. In their papers, one lift van had been filled up to 155 cu ft, another to 160 cu ft. The pictures show that they have lied to me: one lift van is practically empty. I do not trust them. I requested to return my property back. Instead, they demand a huge amount of money for having done exactly nothing.
  
  
  
  Sincerely,
  
  
  
  ******* ************

  

  Business Response

  Date: 04/19/2023

  We responded to Mr. ************ and provided a picture of the two lift vans after packing to show that all items in his shipment could not fit into a single lift van so a second lift van was needed to include all items in his shipment.  We provided the original quote on estimated weight from the pre-move survey and the invoice based on actual weight once packed, neither the quote nor final invoice were based on volume.  The volume of the lift vans does not have an impact on the final price.

  Customer Answer

  Date: 04/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the picture of the two lift vans after packing does not show that all items in my shipment could not fit into a single lift van so a second lift van was needed to include all items in his shipment. But the picture proves that Atlas has deceived me. As they deceived me regarding volume, there is no sense to trust that Atlas was honest in any other respect. There is no reason to believe that Atlas would indeed return my property after I pay them any money. A liar is a liar is a liar.

  Moreover, about 50% of my shipment are mountaineering equipment. I carried it up the slopes endless times on my spine, and I know exactly how much it weights: very little because as I have been becoming older I used more and more ultralight stuff. My sleeping bag is made of 900-grade fluff and it weights < 1kg despite taking 4-5 cu ft unrolled.  etc. Any claims to the contrary are absurd lies.
  

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