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.

close

Find a Location

Atlas World Group, Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/23/2023

  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.

  On 12/29/2022 I had my items loaded in Wisconsin for delivery to Arizona. Timing and transport seemed fine but on the receiving end I was missing several boxes (kitchen utensil box for example) and many were damaged with items in them completely shattered. I, as well as others witnessed the loading and unloading of items being flipped upside down and boxes shoved inside of other "furniture" items. I had legs removed from furniture that was not put back together and some legs are missing. I also received someone else's boxes so I assume they have mine. I filed a loss with the company on January 18th and included pictures and items with value and replacement value on them. Online it says they sent me a settlement offer on the 8th and 18th of February which I haven't received but when I did talk to the agent, ***** ****** she was going to offer me about 270.00 and said there was no way to prove what boxes were missing and she did see the damage and broken items. She said I signed off on the items being delivered and I asked how I was supposed to know how many boxes were delivered and how to track any of that as they were unloading and there was nothing to compare anything against. When using moving companies in the past they label the boxes and items with numbered tags to reference. I also advised that while I would have loved to track what they were doing I was talking with the "main" guy and was informed how he's giving one of his works another chance at work after a lot of trouble and addiction issues. My comfort level at that point dropped. I had showed all the people unloading the damaged items and was told to "file a claim, it's all covered" So now I have 3 men in my home, one a recovering addict and I'm all of 5'3" tall and suddenly I wasn't comfortable anymore making complaints. The driver was in a hurry to get down to see his brother in Tucson so maybe that played a part in the missing items and damage. Atlas is STILL reviewing and now I can't get a call back.

  

  Business Response

  Date: 03/20/2023

  Our office has resolved the consumer's claim. Attached is a copy of the settlement offer letter dated 3/14/2023. The consumer's payment will process via direct deposit. Based on this information we find the consumer's complaints have been resolved and ask that the BBB complaint be closed.

   

  Thank you. 

   

   

• Initial Complaint

  Date:01/10/2023

  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.

  Atlas moved us cross country, doing significant damage to multiple items, losing and leaving behind other items. Furniture pieces were literally broken in half.
  
  Claims adjuster has falsely advanced the claim, claiming to have offered settlement when she didn't. Claims manager has lied about damages not being the responsibility of Atlas, even though the same gouges were present across multiple furniture pieces from careless handling. Claims adjuster has said Atlas doesn't have to pay out on lost items at all because they weren't available for inspection. Finally, we tried to repair one piece of furniture with wood glue, but the table was sheered from its base in the move and the glue didn't hold. The claims adjuster wrote that the presence of wood glue made the end table unavailable for inspection and the claim was denied.

  

  Business Response

  Date: 01/11/2023

  Contact Name and Title: ******* ********
  
  Contact Phone: ************
  
  Contact Email: *********@atlasworldgroup.com
  
  Our office has received the consumer's complaint. A settlement offer was tendered to the consumer on 1/9/2023.
  
  
  
  The consumer has also responded back via email on 1/10/2023 that hey are not in acceptance.
  
  
  
  The response is below:
  
  
  
  "You know that's horribly unethical -- we tried to save our table and your expense by repairing it ourselves. This was all good faith reports on our part, these were all conservative estimates. The narrative of what your movers did reads a lot worse than the numbers.
  
  
  
  Clearly we are at an impasse. I'll find an attorney to contact you."
  
  
  
  Our office will re-review the claim and offer and escalate their concerns within our department.
  
  
  
  A Sr. Claim representative will reach out to the *********s this week.
  
  
  
  Thank you.
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The response promised a phone call from a senior agent within the week. That phone call never came, and a promise to call about a problem is not a resolution to a problem.

  

  Business Response

  Date: 02/16/2023

  Our office has reached out to the consumer via phone and left a voicemail for a return call, as well sent them and email.

   

  Thank you.

  ******* *********
  Sr, Claims Representative, CCA
  
  (p) ************ extt: **** #
  *******@atlasworldgroup.com
  *********************
  **** *** ****** **** • Evansville, IN 47711
  
  OUR MISSION:
  Every day we help you go new places,
  with expertise in moving and logistics,
  bringing the world within reach.
  
  

   

   

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service 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 Van lines was hired to relocate my family and I from ******** NM to my current home in ***** *** The problem at hand is that they have purposely destroyed/hidden paperwork to get out of paying for damage to personal property. In particular, the damage to my 2008 Rocker C softail motorcycle. According to them, they never transported or had possession of the motorcycle. The company uses stickers to mark each piece of property that they pack so that they can keep a log of everything that is packaged/transported. Out of pure luck I never took the time to remove these stickers, and it just so happens that one of the items that was on the sheet that is "destroyed/hidden" still has one of the stickers on it. This item is my Everlast multi-process welder, which was listed as a high value item next to the motorcycle because it is worth a little over 3 thousand dollars. I have attached pictures of those items with the stickers still on them and would welcome anyone to come and inspect the stickers to make sure that I didn't place them there after the fact. I will also be providing the logs that they allowed me to have; to help prove that there is indeed missing paperwork. Furthermore, I have numerous email chains as well as pictures that I took on the day that the moving company loaded up the bike that I am attaching to this complaint. I would also like to point out that I was instructed to take my bike into a shop to get an estimate repair by UNIRISC because the company had already accepted responsibility. I was reimbursed for the cost of the estimate, again, because the company had accepted responsibility. I will also be attaching those receipts. I threatened to get a lawyer, but haven't done so yet. Ultimately, I would really appreciate help in solving the matter and resolving the claim for the $3,082.84 worth of damage that was done to my bike. Please see attached and thank you for your time and possible help. Email: ***@lanl.govRespectfully,****** *****

  

  Business Response

  Date: 12/05/2022

  Business Response
  We are looking into this complaint and have been in contact with the customer to resolve the issue. We provide services with integrity and take these complaints seriously. Our staff is working to research and resolve the issue expeditiously.

• Initial Complaint

  Date:11/04/2022

  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 paid nearly $12,000 for Atlas to move me to ********* SC. Several items were damaged or lost. I filed a claim, but received only $400 in compensation for damaged furniture, lost items, and other matters.
  
  The agent I spoke with (a woman named ******) explained that I could not claim missing items because I had signed off with the driver, and that despite paying extra for insurance, had a $500 deductible. She giggled throughout the conversations. When I asked about dispute, she told me it would cost $300 to do so.
  
  This company rips you off and laughs.

  

  Business Response

  Date: 12/01/2022

  Business Response
  In review the consumer has filed a Loss and Damage claim that has been settled.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The only adjustment they made was very small (under $150, or about 1% of the total cost) as a "courtesy." They were curt, rude, and inflexible. Terrible service from start to end.
  
  Business Response
  The consumer accepted and signed a release for the settlement offer attached tendered on 11/14/2022, direct deposit was processed to the consumer
  on 11/22/22 resolving this claim.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Atlas is telling the truth: the only recompense they offered was a measly $550 settlement which required me to forgo all other claims. Holding the customer hostage is hardly an equitable way of settling things. This response is factually accurate, but woefully inadequate. I would never recommend this business.

• Initial Complaint

  Date:10/26/2022

  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.

  I hired @atlasvanlines for my move from *** to **** The lady I was first in communication with was so helpful, very nice, and really knew her stuff in the moving process. Really the reason I went with Atlas vs a cheaper co. Fast forward to the move day. I paid approx $500 additional to have their vendor come crate my $2,600 marble table. Come to find out the vendor they send used wood that even Ikea would reject to create a 400+ lb top. In the move, table broke through crating, and cracked.Have been.dealing with their "Premier Care" team is nothing short of a joke. After giving them $12,600 to move me I didn't throw a stink. I said , replace / reimburse me for my table you cracked and refund me the crating fee and we will move on. I never even brought up all the little random stuff that was broken being things happen when you move, I get it. And really this table was really my main focus to remedy. What do the come back and say '? We will give you $385 total !!! What the is the point of insuring your stuff if you are going to do that? Now I'm ghosted as I said that's not acceptable.

  

  Business Response

  Date: 11/16/2022

  Business Response
  In review the consumer has not filed a claim for the carrier to address. In order for the carrier to further review we need the consumer to file a legal claim.
  
  To file please follow the link *********************************

• Initial Complaint

  Date:10/12/2022

  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.

  We signed a contract with Atlas Van Lines that Atlas Van Lines would do a full service move for us from *********** Arizona to **** ****** Michigan with a delivery date of August 1st - August 12th 2022. On July 29th, there were three girls that came and packed up our entire house. On July 30th three men came and moved our belongings into a moving van that was them took to a warehouse where they were waiting on a driver to be assigned to our belongings. We patiently waited to hear that we had a driver, but there were no drivers. We finally heard that a driver was assigned to our delivery and that it would not make it within the contracted time frame we agreed upon. We were also told that there was not enough room on the truck to bring all of our belongings. We were told that they packed our "essential' belongings and left things that were not essential for the next shipment. Our first shipment arrived on August 16th, 4 days after the latest contracted date of August 12th. We were told that we had to pay in full, but I said that I would not pay for everything if I was not getting everything, so she prorated it for about $12,500. We paid them with a cashiers check on August 16th when we got our first delivery. Most of our items came in the condition they were in before they were packed with the exception of a few minor things which is to be expected. For the rest of our belongings, ****** from Atlas said that the quickest way to get the rest would be to send them on a cargo shipment. I asked her if there was any difference and was told that there was not and that our things will just be on one of the metal cargo containers instead of a trailer which is quicker than waiting for another trailer. She then stated that it was estimated to be about another week before the rest of our things would arrive. After waiting a week, we were told that the shipment was delayed, so we continued to wait. Then our belongings had make it to ********* but t

  

  Business Response

  Date: 11/16/2022

  Business Response
  In review the consumer has not filed a claim for the carrier to address and it appears that part of the complaint is cut off. In order for the carrier to further review we need the consumer to file a legal claim.
  
  To file a delay claim please follow the link Atlas Portal (atlasvanlines.com)

• Initial Complaint

  Date:09/14/2022

  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 moved from Denver to Maine, an Agent reassuring me to be a "straight shoot" all the way to Maine.
  The movers arrived on 7/9 with a broken tablet, so the inventory system was not working. Some items got put i the truck. Someone dropped off ar working tablet; there was confusion getting everything tagged.
  The delivery spread ETA was from 7/18 to 8/5 per contract #XXXXXXXX, signed on 7/7.
  I called the Denver Office on 7/18 because the original residence we chose was uninhabitable. They said I had a week to update my new address without any consequence to my contract. The ****** warehouse in Maine would have held onto my items just as easily if it shipped on time.
  Over the next weeks, I tried to get answers. I was treated rudely, lied to, brushed off, and then ignored by the warehouse General Manager.
  On 8/12, I called Corporate Headquarters, desperate for help. They assigned a new Agent who said my stuff was leaving 8/12, ETA 8/25. I paid $6,379.04 on 8/12.
  On 8/15, I placed a Delay Claim with receipts, which has not yet been acknowledged by an Adjuster to date, 9/14.
  On 8/25, the movers arrived with a partial delivery; all the furniture was either damaged or taken apart by ******** ********** with missing screws. I called my Agent, she said they located my stuff, and there was so much in the crate they could not confirm the contents, but it would leave that night.
  On 8/29, I emailed for an update, my stuff never left. She said it would leave that night, ETA 9/9.
  On 9/9, 4 items arrived. I am missing the other items that the Agent confirmed were in the crate. My paperwork is a mess of errors and guesswork, with items not tagged and items lost.
  This has caused an inordinate amount of stress on myself and my business. A family heirloom is missing, as well as sentimental gifts, business inventory, and holiday decor. My Agent is no longer allowed to help me, this went to Credit and Collections, which I was told I would hear from yesterday, and they never called.

  

  Business Response

  Date: 10/12/2022

  Business Response
  The customer has filed a Credit Card Dispute for the full amount of her move. A settlement offer has been tendered to the customer on the Delay Claim for $1214.87 which is the amount claimed with the understating that the credit card dispute must be resolved before any monies can be paid.
  
  Where the customer is asking for a 50% reduction of their transportation charges: Unfortunately, we cannot offer to reduce the transportation charges that were assessed on the relocation of your household goods. Federal law requires all carriers to have a tariff in place for the transportation of household goods and bill in accordance with their tariff.
  
  These tariffs are subject to the approval of the federal government and carriers are required to follow them accordingly. The customer has been advised.
  
  For the customer's request for her damaged/missing items. We do not see where a Loss and Damage Claim has been filed or received in our office. The customer was directed to the Atlas Portal where she can file her claim online. We are required by the Department of Transportation to have a claim filed in writing for review before any settlement or resolution is offered. The customer was advised that once the claim has been filed a Claims Representative will be assigned to review and work directly with you.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company is unapologetic and negligent. The $1214.87 was for a claim. I have another claim for over $4000 I submitted today for Loss and Damage since my furniture was damaged and valuable items, as well as mundane items, were lost.
  Per Atlas policy, I have 9 months to submit that claim, and I was unable to complete it immediately due to having pneumonia, which I have hospital records to prove and which I am still recovering from, yet last week they urged that I have to submit it now if I want them to search for the boxes they lost. Then I was told later that I didn't need to put in a claim for them to continue to search for my items. Someone misinformed me again.
  They pulled the original Agent I was working with from my case, and the replacement Agent that is supposed to contact me to work towards a resolution was supposed to call me a week ago on Tuesday 9/13. She never reached out. I have no one to work with or receive updates from. The claims Agent can only answer Claim's questions, but the Credit and Collections Agent I'm supposed to be working with is MIA, and I was never given her contact information, only her first name.
  I tried to ask yet another Agent that reached out about the claim if she was someone that could help me come to a resolution, but she also never responded. Atlas has little intention of resolving this, as far as I know, there is nothing being done to recover my lost items, since there is no one assigned to my case that will contact or update me. Atlas is sure quick to get back to my complaint on the BBB site, and painfully slow to get back to me personally or to fix their gross negligence.
  
  Business Response
  Per the Department of Transportation Claims must be filed in writing in order to be processed as a legally filed claim. The customer has nine months from the date of delivery in which to submit a claim. The customer's BBB Rebuttal looks like it was received on 9/19/22, the Loss and Damage Claim with damaged and missing items was received 9/20/22, the day after, as such, the Claim Representative working on the Loss and Damage claim has just literally gotten that claim and is in the process of review.
  
  We have initiated a trace for the claimed missing items as requested. Please be advised: When submitting a claim for missing items, it is the customer's responsibility to document the items as missing at the time of delivery. This is accomplished by the appropriate notation on the delivery documentation. This shipment had an overflow with two separate delivery dates, and two separate Customer signed check off sheets, which I have uploaded for 8/25/22 & 9/9/22.
  
  Our delivery documents do not reflect missing items at the time of delivery as shown on both Customer signed Check off Sheets.
  
  A Settlement offer has been tendered on the Delay Claim with the understating that the credit card dispute must be resolved before any monies can be paid. A trace has been initiated on the missing items., and the Claim Representative, again, who has just received the Loss and Damage Claim is in the process of review and will be reaching out to the customer to work one on one with her towards resolution.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I sent the delay claim on 9/19 (which I have the email to prove) before I sent my BBB reply.
  At one point, I was told the search would not continue until I submitted my claim, but I was very ill and I was finally told they would continue to search from a more "casual" list of what I am missing.
  I have a few documents, as well as many emails, that demonstrate that there are boxes missing, possibly up to 9, along with an end table. The documents that not all of my items were delivered on 8/25. On 8/25, I also let ******** ********** know I also received someone else's items, referenced repeatedly in the email chain PDF that was submitted to BBB. At that point, ******** ********** located a crate of mine that was left behind. The Agent told me it was too full to be able to confirm what items were in the back, so I would have to wait until it was delivered for that confirmation. The destination movers called their manager to inform them about the situation. I signed for the items I did receive, which the paperwork shows.
  When the same destination movers arrived on 9/9, the crate was nearly empty when it arrived, and the movers again called their manager to report that there were items missing. I signed only for the 4 items that were present. The movers told me I have a good case on my hands after he went through the paperwork and gave me a list of items missing. I still have that list of numbers from that day. The movers also let me know that the items that came from ******* CO that got mixed in with my stuff were still sitting in the warehouse in Maine, and no one ever tried to find to whom they belonged.
  It would have been impossible to say exactly what I didn't get on 8/25 since it wasn't all delivered and was still in a warehouse in ******* per ******** *********** On 9/9, I still didn't know what I was missing since it wasn't all sent again. On both occasions, I did not sign for items I did not receive. And since most everything was tagged inaccurately, also referred to in the paperwork that I submitted to BBB (Recap-the tags were wrong because the origin movers showed up with a broke inventory tablet and some items were brought down to the truck before a third warehouse agent showed up with another tablet, the errors are further demonstrated by the fact that everything, including my bed, dressers, exercise bike, etc., was categorized as "Living Room"). It would be hard for anyone to pinpoint what was missing without going through every single box since the tags were moot. Plus, as previously stated, I was very ill with pneumonia at that time, and I am still recovering. The physical labor of unpacking every single box was something that took great effort and delayed my recovery.
  The credit card company recently paid the entire $6379.04 to Atlas on 9/16, per my credit card records and a letter from my credit card company. ******** ********** told me that Atlas has not confirmed that, even days after ******** ********** requested the information. An ******** ********** VP was informed last week by me and assured me on 9/27 that he would follow up with Atlas. So they received their money, and are still refusing to proceed with processing my claim.
  So I didn't sign for the items I didn't receive. This company continues to defiantly lie about situations that are easy to prove. I can only think that they are trying to stall since they have not recovered my lost items, they haven't paid my Delay claim, nor did they respond to receiving my Loss & Damage claim, only referring to it here, which they lied about when I sent it in, even though emails always have a time stamp. Please note at the time of both deliveries, I got on the phone both times immediately, while the movers were still in my living room, with my ******** ********** Agent, which is also recapped in one of the emails PDFs originally sent to the BBB.
  I have new supporting documents to upload or sent - the list of missing boxes that the movers gave me, an inventory bingo sheet that one of the ******** ********** agents was working on with the missing item numbers, a new current email with an ******** ********** VP stating the items that were not mine that arrived on 8/25, that were mixed in with my items in ******* CO, were still sitting in Maine as of 9/26 because no one tried to recover them even though they were told of them. He stated my details were accurate. This shows no one was trying to find my items, or to return other's items, even when they were informed. Also that email the AR VP stated he reached out to Atlas about the Credit Card and they never confirmed, so he had to reach out again on 9/26, ten days after my Credit Card was paid out.
  If ******** ********** was looking for my items, they would have traced whose items sitting in Maine, since my items were obviously mixed together with another's items at one point. Please note that an ******** ********** Agent conceded that the same thing could have happened to my items, and they could be anywhere, in any state, just sitting in a warehouse too.
  They are not trying to resolve this.
  If this unapologetic, negligent company put as much effort into the integrity of their business as they did respond to complaints, denying and lying about situations that there is ample proof of, they would be a much better company.
  
  Business Response
  As aforementioned: Per the Department of Transportation Claims must be filed in writing in order to be processed as a legally filed claim. The customer has nine months from the date of delivery in which to submit a claim. We have now received the Loss and Damage claim, an Atlas Claim Representative has been assigned & is in the process of conducting a review.
  
  A trace is in progress for the missing items, that again as aforementioned, the missing items were not denoted om the afore previously uploaded Customer check off sheet bearing the customer's signature that everything was received.
  
  An offer has been made on the Delay claim, as claimed, pending the resolution of the credit card dispute.
  
  Our position has not changed.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It took nearly two weeks for someone to update me. They are still claiming that my credit card did not pay them out, though it has been 3 weeks to the day that the credit card company paid them. I stopped pursuing that in hopes of expediting a resolution directly with the company.
  The company generally responds to the BBB complaint long before they ever contact me.
  
  This is not resolved. They told me today they cannot locate any of my items, and that the resolution process is being held up because my credit card payment hasn't been paid out. In my last response to this complaint, I submitted proof that my credit card company paid them on 9/16.
  
  This company continues to delay any resolution, ad has verified they have no idea where my items are. They also let me know the driver said that they put my items directly in the crate, but that doesn't explain how someone else's items were in my crate. Obviously, my items were mixed in with someone else's items, or I wouldn't be missing some, and I wouldn't have received others' items.

• Initial Complaint

  Date:08/15/2022

  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.

  On about 7/2022 we met with ***** ***** in our home at **** ******** ****** KY for a quote for CLIMATE Controlled Storage for our home furnishings including mattress and electronics. We stressed we wanted Climate Control. On or about 8/2022 Atlas (Shelter Moving) moved our furnishings to a warehouse in **** *******, OH. We never had access or a key to the storage unit. The monthly fee was $351.40 and paid monthly up until the furniture was delivered to Florida (05/2022). My emails with the bill were from ****@sheltermoving.com. On May 19, 2022 ***** text me to say the payment link for moving was emailed to pay for delivery for my furniture delivery tomorrow. ***** waited until I paid she then text me to call her she had something to tell me but that it was not a big deal. What was not a big deal was that she did not know what happened but i was not getting all of my furniture but the rest would come later, said they left the warehouse with all of it. Eventually I found out my load was on the back of another load and when they reached TN, the truck was overweight so my furnishings were removed from the truck and another truck called in which was to small so 800 pounds of my stuff was left in TN. With the first load my dining room table was left turned upside down on the floor with two legs, and I was told I would get the other two legs with the next load. We found the legs threw in the garage when they put everything else instead of in the rooms marked on the boxes. Short story, I never did receive all of my stuff. I eventually receive two loads but a lot was lost and damaged, Some beyond repair. I had a 100K insurance on the move but I have had to deal with Lance Mayes who does not care about my items missing but more about greed for Atlas and they are only offering 1100.00 which is a joke. A curico cabinet was repaired, a cedar chest was repaired, and dings on a bedroom set was repaired. A HON lateral filing cabinet is not repairable

  

  Business Response

  Date: 10/12/2022

  Business Response
  Our office has received and reviewed this consumer's complaint. The consumer's relocation was handled all the way by our agent, ******* Moving and Storage. The relocation actually initiated as a local relocation in Ohio and originally inventoried 8/20/2021.
  
  This shipment did not become an Interstate (Long distance) relocation until 4/25/2022 when the move was updated to released out of Local/Permanent storage to go to Florida.
  
  The consumer's relocation was split up between two deliveries, the main portion 10,200 lbs. that delivered on 5/20/2022, at the time of delivery the consumer refused to sign any of the carrier's destination move documentation.
  
  The overflow portion 1,040 lbs. delivered on 5/22/2022, again, customer did not sign any of the delivery documentation.
  
  A loss/damage claim was filled with the carrier on 5/31/2022 of which Shetler Moving and storage handled directly, the settlement offer and release which is enclosed was tendered on 8/1/2022.
  
  If the consumer is not satisfied with the offer, the option to file Arbitration of which was outlined in the offer as well, by going to
  
  https://www.moving.org/sites/default/files/2022-08/ATA_DisupteSettlementReloCard.pdf
  
  Please see the attached documentation as well.
  Thank you
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not sign the paperwork that I received all of my items because I did not receive everything. It was spit into two deliveries due to Atlas overloading the truck and being stopped in TN then unloading all of my items and calling in another truck which was too small. Everything left the storage unit on one truck which was overloaded. Atlas has tried to use every trick in the book to be dishonest. It was always to be a long distance move, the items were to be stored until our new home was ready. If you are looking for a moving company in my humble opinion I would not use Atlas, look else where. The assurance of having insurance means absolutely nothing. Once the money is in their hand it is sorry about your luck, they offer you very little to nothing, nothing for missing items that they have lost due to their mess up. I expected more from but if my lesson can help other consumers make a decision on who and who not to use for a moving company then at least that is something. When they lose your property and things you cherish they want to argue with you on the phone and give you nothing for missing items. For damaged items that are a set (furniture) if one is not repairable they will not replace both so you now have mix matched furniture. I asked several times for management to call and never received the call. Zero customer service and accountability. I would not recommend to anyone.
  
  Business Response
  If the consumer has proof of value to substantiate the items she is claiming then she needs to forward that information to ***** at ******* Moving and Storage for review. Again the consumers alternative is to file Arbitration through the ATA of which more information is attached.

• Initial Complaint

  Date:08/12/2022

  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.

  We hired Atlas Van Lines to move us from ******* ******* Washington to storage and then to **** ******* Island in July 2021. While the move from ******* to storage while we found our new home was extraordinary in its professionalism and a great overall experience, the move to **** ****** was disastrous. It was unlike any moving experience I have had in my 36+ moves in my lifetime. I documented the numerous issues provided by Atlas via ******* Moving out of ********* BC. We have been trying to resolve this with Atlas for a year now and we are not getting a resolution so we are coming to you. We have contacted Atlas US and Canada numerous times and we are not getting a reasonable response to the magnitude of the issue. We would like a full refund of the second half of our move from storage in WA State to here on **** ****** due to the fact that we did not receive a professional quality move in any way, shape or form. Please see the attached for the state they left our home and belongings in. At the very least, we expect a substantial adjustment in the bill as we could have hired a couple of teenagers to unload us and had a better outcome. We paid $14,553.80 (USD) for this part of the move (that's in addition to the move from WA State and storage fees). For that, I expect a quality, professional move and that is not what we received. They have not provided a detailed explanation of charges including explaining why we had a ferry charge of well over $3,000 when BC Ferries conformed that trip would be slightly over $300 for the rigs they brought. I have asked on NUMEROUS occasions and basically get stonewalled. I appreciate any assistance you can give in this matter. **** *******

  

  Business Response

  Date: 09/28/2022

  Business Response
  Our office has received the BBB complaint for this consumer. This relocation is under the name of
  ***** ****** for a relocation from Washington (US) to British Columbia (Canada) that delivered 7/10/2021
  last year.
  
  The agents involved along with our office has been corresponding with the consumer since that times to resolve their complaints and claims on the relocation.
  
  The move documentation is in Mr. ***** ********* name only and ******** ******* was not listed a
  co-signee. However she has been the primary contact throughout this process.
  
  Attached are the correspondence to the consumer from the agent, and the most recent settlement offers and correspondence.
  
  
  The consumer has been advised that if they are not in acceptance of the carrier's position, they would file arbitration by following the link below:
  
  https://www.moving.org/sites/default/files/2022-08/ATA_DisupteSettlementReloCard.pdf
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept their response for several reasons:
  
  1. I am not sure why it's relevant that my name is not on the contract. ***** ****** and I are married. Do they require a marriage certificate to communicate with me? I can provide if so.
  
  2. We were never offered arbitration until now. This is the first I have heard of this.
  
  3. We also filed a complaint with the BBB against ********* Moving Systems in ******** WA, our contracted Atlas agent. In their response last week, they indicated that they had advised Atlas World Group last July when the incident occurred to send a moving crew to reorganize the move for us. I was stunned.
  
  Again, this is the first I had heard of this. Had Atlas sent a crew to clean up the mess left by ******* Moving & Storage Systems Limited to our home last July, none of us would be in this position. That would have solved the majority of this issue, with the Loss and Damage claim resolving the rest of the damage (like unwrapping and dragging our mattresses through the dirt driveway, among other issues). I am still so stunned as to why they didn't take this simple customer service step to fix the problem.
  
  We do not believe their offer is sufficient to cover the extent of damage done to our home and family as a result of this move. We spent months cleaning up the mess left and reorganizing boxes and lost wages as a result.
  
  Atlas World Group, Inc. has been contacted by us via email and we have sent a final request to settle this matter amicably. We have requested their response by 9/16/22 so I respectfully requesting that we give them some more time to respond directly to us before we require the BBB's assistance again.
  
  We appreciate the BBB's help in this matter. It has been very useful in uncovering new facts from the various parties.
  
  
  Sincerely,
  
  ******** ******* and ***** ******