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:02/02/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I paid for insurance and requesting the full amount for my damaged ceramic stature (not replaceable), curio cabinet (not repairable), roll top desk (not repairable), and glass table (not sure if it is repairable). I cannot replace these items with the small amounts offered.  We can try to fix the bed.

  I want compensation for my mattress and the other desk and chair in storage that your movers damaged. The delivery of my furnishings was late. I was promised a delivery date of 11/10/22 by ABC Movers and your Atlas driver and I did not receive the furnishings regardless of your spread dates. Again, promised delivery on 11/14/22, and I did not receive the furnishings, next on 11/16/22 the driver got here with to young adults to assist in moving and an older man that did not do much of anything but spend time in my bathroom, which I did not appreciate. I had a seminar scheduled for 11/16/22 at 1:00 p.m. that I could not change since my furnishings were not delivered on the scheduled date. My seminar was scheduled in advance and people had already scheduled to attend. *** did not want to wait until my seminar was over, so he took the storage key and the security number and delivered the furnishings to the self-storage unit. I was not there to oversee that move. i need my compensation for these items that was damaged the responsibility of the movers. 

  
  ****** ********
  Feb 19, 2023, 6:27 AM (2 days ago)
  to me
  
  Good morning ********,
  These movers and van lines force you to sign and pay for your furnishings before you can inspect your delivered goods stating that everything is okay. After you open boxes and look at your furniture, then you find out the damages. This is why I bought insurance with full coverage. I did not pay the American Trucking Company, I paid ABC Movers and they are liable for my furnishings or the insurance that I paid for. I paid over a thousand dollars for insurance and I want my full coverage from this claim.
  
  Thanks
  
  ****** ** ********* ***
  **************
  "Great works are preformed not by strength, but by perseverance" ****** *******
  
  
  
  Sincerely,
  
  
  
  ****** ********

  er the price. I did have a lot of furnishings and at that time I started to remove items to lower the cost. I received returned calls from ABC Movers on 10/10 to remove some furnishings. My next estimate was down to $14,110.40. Had more discussions because the cost was still high on 10/12, 10/14, 10/26 and my cost was down to $ 12, 335.75. I received a return call from ******* to advise me that the truck was not full now and they would have to add another load from someone else and not sure that I would get my furnishings on time. In addition. Atlas Van Lines, the company who they sub with gave a spread date of 11/10/22-11/19/22. Also advised that if I had a full truck again, I would get my furnishings on 11/10/22. So, I added the items I took away back. The ABC Movers packers would come to pack the breakables on 11/4/2022 and the truck will be there to load all furnishings on 11/5/22.
  I called ABC Movers on 11/3/22 to let them know that I had the mattress bags for all of my beds and to double check again on the importance of getting my furnishings on time. The packers came on 11/4 and the movers were there on 11/5. I talked to the driver (***) about having my furnishings delivered on 11/10 to Dallas GA and he said that it will not be a problem. It was a 12-hour trip. I called ABC Movers on 11/9/22 to confirm the ETA for my furnishings. Did not receive a call back until 11/10/22 after calling 3 times on 11/9/22 telling me that I will not receive my furnishings that day. I called them again on 11/11/22, no answer. Received a call from ***, the truck driver, telling me that he had another job, and I won’t get my furnishing until 11/14/22. *** then called back and said he had truck problems, and I would not get my furnishing until 11/16/22. I did not get any returned calls from ABC Movers. My moving cost ended up being almost $18,000.00. No one ever told me where my furnishings were for 11 days. Attached are the estimates.
  THIS WAS SCAM NUMBER 1 – This all was done to get extra money for the full load and still not deliver my furnishings on time. *** the driver said he met the spread time even though he was promised 11/10/22.
  SCAM NUMBER 2 - *** the truck driver, labeled every item that was put on the semi-truck as damaged (scratched, rubbed) and all boxes labeled tops loose, which is not true. I had to cut the tape on all boxes to get the contents out of the boxes and all my furniture was not damaged when loaded on that truck except for what the movers damaged. Attached is the documentation.
  
  Settlement
  I filed claims for damaged furnishings on 12/5/22, nothing has been fixed or replaced to date. I am requesting $3000 in overcharges for the scam of overloading the truck and not delivering my furnishings on 11/10/22.
  The adjuster was here on 1/12/23, looked at the damaged furniture and as usual, I have not heard from anyone. I have always had to call ABC Movers/Atlas and wait for them to email me back. No communication through this process.
  I also had furnishings delivered to a storage unit and the movers just threw all the items in the storage unit and damaged my mattress, desk and matching chair, and other items. Atlas Van Lines advised they will not cover any items that I paid extra to have placed in storage. I do not have any information that states this nor does the contract from ABC Movers. These items were damaged by the movers, and I want compensation for these three items. I am requesting $5600 for these damages.
  I am a 67 year old disable senior that is 5’ and 2 “. I could not even reach the boxes in storage to complete my damage inventory. I had to pay out of my pocket $500 to have movers assist me with the damage inventory in storage, which I am also requesting reimbursement. I have no one here in Georgia to assist.
  I am asking for your assistance in getting this matter resolved, furniture fixed or replaced, reimbursement for overcharge, and damaged mattress and desk set totaling $8600 plus $500 for movers assisting with the inventory.

  Business Response

  Date: 02/13/2023

  [BBB Transcription via Attachment]

  February 13, 2023
  Atlas Relocation Number: ********
  Complaint ID: ********
   
  Better Business Bureau
  7668 Kings Pointe Road
  Toledo, OH 43617
   
  Attention ******** ********,
   
  The complaint references above recently submitted against and forwarded to our agent, ABC Movers has been forwarded to our
  office (Atlas Headquarters) for review and response. The consumer's relocation and estimate was booked through our agent in
  Ohio, ABC Movers for an Interstate (long distance) relocation from Michigan to Georgia.
   
  ABC Movers provided the consumer with a non-Binding estimate of which, had an agreed upon delivery spread of 
  11/10/2022 thru 11/18/2022, with delivery occurring on 11/16/2022, thus the relocation was not late.
   
  The consumer has filed a claim for loss and/or damage directly with our office, of which a settlement offer was tendered to her on
  2/9/2023. As the carrier we denied items that were not available for inspection, as well as provided the consumer with another
  means of resolution through the ATA-American Trucking Association.
   
  ************************************************************************************
   
  As the carrier we must also respectfully deny the consumers request for a refund of transportation charges.
  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.
  Our office does ask that any future information regarding this complaint be sent directly to Atlas headquarters below:
   
  Atlas Van Lines
  **** *** ****** ****
  **********, ** *****
  Attention Claims Services
  email: *****************************
  1-800-638-9797 
   
  Our office has enclosed the consumer's Estimate, Bill of Lading, Actual chares and claim settlement offer to this response,
  Thank you for your patience during our review.
   
  Sincerely,
  ******* *********
  Sr. Claim Representative, CCA
  Customer Relations
  (800) 638-9797 ext. **** #

  Business Response

  Date: 03/01/2023

  Attention ******** ********,

  I have reviewed the consumers complaint and need to cerify some of them.  First, Mrs. ******** states this move was though ABC Movers, Inc. and not Atlas Van Lines.  This is not correct, ABC Movers, Inc. are agents for Atlas Van Lines and this move is a Interstate move therefore moved under Atlas authority.  On all paperwork it states Atlas Van Lines.  This is way Atlas is handling the claim for Mrs. ********, and have been responding to BBB also.  

  We did have the damage inspected by a reputable and professional repair firm, the customer's original offer included repair allowances for repairable items, which is within the Carrier's limit of liability per the valuation selected by the customer.  The carrier is liable to repair items to pre-move condition or offer the customer such cost of repairs.

  There are two items that were not available for inspection, a mattress and desk, thus these were denied in the original settlement offer.  Arrangements are now being made with the customer for inspection so that those may be reviewed and settlement decision made on those as well.

  Once the inspection of these items is done, Atlas will tender a new offer to the customer.

  Mrs. ******** states her shipment was late.  This is also not correct, we had many conversations and email explaining the spread dates.  We did deliver her household belonging within the agreed spread dates.  Therefore we must respectfully deny any compensation for late delivery.

  We have been in constant communication with the Claim Department at Atlas, and hope this can be resolved soon

   

  Thank you

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

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I continue to be insulted by both companies insinuating that I am a liar in stating that my furnishing were late. I was told by **** when this process started that this was the slow season and there will not be a problem receiving my furnishing 11/10/2022. I did not believe them so I removed a lot of items as you can see with the different quotes. I only added the items back because I got the email that it would be better if I filled the entire truck to ensure that I will get my items on 11/10/2022. When I received the quote for the higher price and the spread dates, I was advised that the company has to put spread dates, but will receive my furnishings on 11/10/22. Why would I pay an additional $4000.00 if I knew my furnishing would not arrive on 11/10/2022?  That is a lot of money.  I needed my furnishing because I needed someplace to stay. In addition, on 11/4/2022 when they picked up my furnishings, I  questioned the delivery dates with *** the driver, and he also stated no problem for 11/10/2022.
  

  Regardless of the spread dates, I believed **** and ***. Just be honest.  I did not receive  furnishing on 11/10/2022, nor 11/14/2022 the second promised date. Furnishings did not arrive until 11/16/2022.  To this date, no one has advised where my furnishing were for all of those days from 11/4-11/16/2022. Both companies have not answered that question. It is the principle that matters.

   

  I accept and I am pleased that Atlas will inspect the mattress and desk. Thanks
  
  
  
  Sincerely,
  
  
  
  ****** ********