Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/16/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 1st, 20**, I contacted Atlas to get a referral to one of their movers. (reference number: **-**-*****). Kilpatrick Moving and Storage, contacted me, and we developed a quote for $5,534 that included the ***, 3 men, and packing.
  The driver (Wes) and three laborers who appeared to have no training in moving arrived on July 5th to pack and load the furniture and deliver on July 6th. The main problem with the move was that the driver (Wes) moved all the furniture without assistance from the three laborers. I paid for three movers for 8 hours at the pick-up address and three men for 8 hours at the destination. However, only Wes moved my furniture, which included a large couch, entertainment center, queen bed, dresser, nightstands, a 60” TV, etc. The laborers only packed and moved cardboard boxes. Wes dragged our furniture through hallways, elevators, and doors, which is why they are damaged. I did not get what I paid for.
  
  We have moved with Atlas before:
  
  2004 (Philadelphia to ******)
  2017 (international move from the United Arab Emirates to ******)
  2018 (Packed my daughter's apartment in DC and stored it with ****** *** ***** in Virginia for four years)
  2022 (Atlas delivered my daughter's stored belongings from Virginia to Clifton, NJ)
  
  Our previous moves by Atlas agents were all done professionally with staff that cared about the quality of their work. We have never had a relocation with Atlas that went this horribly.
  
  
  Kilpatrick Moving and Storage has sent me a check for $160.00, while the damage resulting from negligence exceeds $2000. I can provide pictures and claim forms that were filed with the mover upon request. I cannot upload the pictures with this complaint because of file size limitations of BBB website.

  Business Response

  Date: 11/10/2023

  This was a local relocation by Kilpatrick Moving and Storage.

  Although Kilpatrick Moving and Storage is an Interstate agent for Atlas Van Lines, our office (Atlas Headquarters) does not have any jurisdiction on their local relocations. 

  We are forwarding this complaint to the agent for review and response. Their contact information is below. 

  Kilpatrick Moving and Storage

   

   

  A regulatory party for New Jersey is also below for your records.

  NEW JERSEY
  Department of
  Transportation
  
  

   

  Yolanda T
  
  Specialist, CCA
  
  Claims 
  
  OUR MISSION:
  Every day we help you go new places,
  with expertise in moving and logistics,
  bringing the world within reach.

   

   

   

  Customer Answer

  Date: 11/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because when I contacted you on your corporate website:

  1) You, Atlas Vanlines, referred me to this mover as your agent (reference
  number: **-**-*****).

  2) Although you knew my origin and destination, you did not disclose that the vendor will not acting as your agent.

  3) The vendor clearly realized that it could do whatever they want without any supervision from Atlas Vanlines.

  4) All your emails and communication to me in the referral process stressed that I was dealing with Atlas Vanlines.

  They way this was handled was totally deceitful. I suggest that you pressure Kilpatrick Moving and Storage to resolve this matter. Otherwise, I will keep including Atlas Vanlines' deceptive business practices in future complaints.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  (***) ***-****