Atlas World Group Reviews (%countItem)
Atlas World Group Rating
Address: 1212 Saint George Rd, Evansville, Indiana, United States, 47711-2364
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Broke contract. Much damage to furniture.
I contacted Atlas Van Lines to move my furniture from WI to KS.They initially claimed that a short move would only take about 2 days after the pick up. They picked it up on the 5th of Aug. The contract said that arrival should be anywhere from the 8th to the 15th. We heard nothing from them so I called on the 8th and they didn't have any information for us. I called on the 9th and again on the 10th, at that point we found out our furniture was only 15 minutes from our new residence in KS. They then said it would not be delivered until the 16th ( a day over their contract date.). If we were to go to pick it up ourselves they would have to charge us roughly an additional $500 because they would have to hire men to unload the truck. They however could not have men who could unload it here. To get any updates we had to call as they couldn't bother to call us. A contract doesn't mean anything to them after we signed. We were forced to buy chairs to sit on and kitchen utensils to cook and eat as we had a home with nothing in it. When the furniture arrived there was considerable damage. I would never call Atlas Van Lines again!
We feel we should have a partial refund as we were inconvenienced. We were not able to get a motel. We spent a night sleeping on the floor.
Review of this relocation does confirm the service provided was one day late in arrival. We were not notified of any delays/complaints until receipt of this notice. WE have emailed the customer Delay Claim forms for recovery of some delay expense.
I have received no response from Atlas Van Lines other than a form to,evaluate their service. They have addressed non of my issues. They are even non satisfactory about addressing issues.
Our office does now have this consumer's delay claim. We are reviewing with the agent involved, *** as they handled this shipment directly for the customer
The shipment was one day late. Yet the consumer claimed expenses for purchases during the delivery spread which normally are not applicable as at that time the shipment was not late. However no receipts were submitted with the delay claim either, thus we have asked the consumer to forward the receipts
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
All I have received is this response that the contract was only one day late. They have never even responded to the damage claim I filed. I explained that the items we bought we bought after they informed us that the furniture and housing items were bought because they informed us that our furniture was sitting about 15 minutes from our home and they wouldn't be there for 8 more days. We didn't even have cookware or a place to sit. If we wanted to go unload the truck ourselves they would charge us another $500 dollars.
In review of the customers comments, on the delay claim they filed a claim with no receipts, we have asked for this information, the shipment was 1 day late. I will review the amount claimed with my director.
Once again the dates claimed were for purchases made before the delivery spread was up on 8/15/2017
In regards to a mention of a loss/damage claim. The consumer has not completed their claim to our office. I can tell that they went online on 8/201/2017 and did not complete the process.
The claim is sitting in the work in process for the customer to log back into our website of
www.atlasvanlines.com
Finish , review then submit to carrier
Please have the consumer contact our office if they have any questions regarding this step
***
Sr.Claims Representative,CCA
Customer Relations
X-XXX-XXX-XXXX x
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same response I have responded to 3?times. The is no resolution here. As I have told you 3 times, I resent the receipts and didn't get ant response from them. I filed a claim for damages done to ou furniture and they have never even responded to that. I also filed a claim for delay of delivery and have never heard anything about that. There is no resolution offered here.
We have received the consumers response dated 9/25/2017 since that time, the delay claim has been resolved. Our office issued payment as claimed of $156.63, this payment was placed in the mail to the consumer on 9/27/2017.
The loss and damage claim is being reviewed by *** in our office in which an Acknowledgment letter was also sent to the consumer.
Company needs to reimburse me for the boxes, paper, etc. for packaging my household goods. In addition, they over charged me for packaging my TV.
Movers came unprepared to pack all of my household belongings on Friday, 4 August 2017 in regards to the smaller items. The company was given a list, pictures, and we had phone conversations of items being shipped. I had to make three (3) trips to Lowe's to get moving supplies. In addition, they charged me $295.88 for packaging a 11 x 16 TV (the size of a computer monitor). I made several attempts to resolve this matter prior to the final payment, but was unsuccessful. Individuals include Renee C., her supervisor John, Ashley at corporate and her manager, Jack.
Since the company charges for transportation, fuel, insurance, labor and supplies. I looking for reimbursement of same. Thus, the $778.35 includes transportation, fuel, insurance, labor, supplies and the billing adjustment for the TV.
This office has utilized this written complaint to enter a Overcharge claim in our office on her behalf.
Review of charges will be done during the claim process entered on 8/21/2017.
(The consumer indicated he/she DID NOT accept the response from the business.)
Contact to the company manager was done on 8/10/2017. Payment was made on 8/11/2017. Claim to Atlas was made on 8/10/2017 and yet we still have not received a refund.
September 21, 2017
Atlas Relocation Number: XXXXXXXX
Re: Overcharge Claim
***
***
*** FL XXXXX USA
Dear Ms.,
Thank you for choosing Atlas as your relocation specialist. In reference to our recent telephone conversation, we submit the following response. Our records indicate your shipment released to Atlas Van Lines, Inc. as a standard 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.
We have reviewed your request for reimbursement of supplies at origin. In doing so we do find that there were 24 more cartons carrier packed than originally estimated. The origin agent was prepaired tn only pack 6 cartons as oultlined on your estimate, which also contributed to addtional packing supplies. While we acknowledge that you provided some of supplies to assist with the packing at origin. We do not feel all of the request for reimbursement applicable.
Based on this, we are offering a goodwill gesture in the amount of $500 towards these expenses. Our customer service gesture offer is being made with no admission of liability on the part of the carrier or its agents.
Attached is our release in the amount of $500.00. Please take time to review our settlement offer. We appreciate your patience and cooperation during the processing of your claim.
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). In fact, it is illegal for a shipper to even request such a rebate (49 U.S.C. § 14904(b)(2)). 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.
Sincerely,
***
Sr. Claims Representative, CCA
Customer Relations
(XXX) XXX-XXXX ext. ***
Date: September 21, 2017
Atlas Van Lines, Inc.
CLAIM RELEASE
CUSTOMER/CLAIMANT ***
FROM: NJ TO: FL REG NO: XXXXXXXX
I release completely, forever discharge, and will hold harmless Atlas Van Lines, Inc. ("Atlas"), its employees, contractors and agents, their employees, contractors and agents, for this claim that I have or may have against any such persons, resulting from or arising in connection with the loading, unloading, storage or transportation of those goods under the Atlas registration number indicated above.
This release is a complete release of any additional claims associated with this claim type , known or unknown. It applies to me and anyone else with any interest in the goods. It is given in consideration of the payment to me by Atlas of the sum of:
Five Hundred Dollars and 00/100 ($500.00).
Please return the signed original release to Atlas via regular mail, or a signed copy of the release via facsimile (X-XXX-XXX-XXXX) or an electronically signed copy via email attachment, (***@atlasworldgroup.com) or send us an email making reference to this release by Atlas registration number and date. A signed copy of this release received by facsimile or an electronically signed copy of this release shall be effective as an original. Any alterations to the Atlas release terms will not be honored. This release offer will expire in 30 days.
I HAVE READ THIS RELEASE AND UNDERSTAND IT. I SIGN IT OF MY OWN FREE WILL ON _________________________, 20 ________.
Signature of Witness
_________________________
Signature of Customer/Claimant
_________________________
Printed Name of Customer/Claimant
_________________________
Address of Customer/Claimant
_________________________
_________________________
_________________________
I accumulated an exorbitant amount of extra charges and damaged goods as a result of moving with *** my move has cost me so much more money and time than I could ever imagine and I expected a certain level of service from Atlas based on past experience with another Atlas franchise. I got an estimate and described how much packing needed to be done (which was on the estimate)and the movers showed up not expecting to pack anything with improper packing materials and basically dragged everything out in a cart created from a large box on casters. They didn't seem to have any experience moving, I have moved 14 times and I have seen professional movers, these were not professional movers. I asked for all furniture to be protected regardless of material needed, nothing was protected before leaving my home that I did not protect/pack myself. The condition report said things were damaged that they had no way of inspecting because I had already packed them. They seemed to be setting me up when I got to the point to review the paperwork because I asked if we could move forward w/o my signature because I can't verify some of the info. They obviously didn't do their due diligence on the estimate because they had to add on extra delivery charges for a shuttle on the back end which cost me extra. The move was $2k more than the estimate. I had $3k in claims with most major items damaged and/or packed improperly, as well as missing items but I was not able to inspect the truck because they delivered in a Uhaul(noted in paperwork on back end, was forced to sign on front end even when I asked not to because I could not inspect.) I had 3 separate claims agents that had no record of the prior dealings with the others and parts of the claim were lost and I only got back $495 in the end. I had reached out to corporate/customer service multiple times, the first time I tried to follow up the email was no longer valid and now the customer website has no access to contact customer service.
Product_Or_Service: Moving services
Order_Number: N/A
Account_Number: N/A
Billing Adjustment I really would like half the money back from all the claims/charges to recover the things that I had to replace that would never have been damaged if the service wasn't unprofessional or I got what I paid for. Everything that happened was a result of lack of preparation and providing the service they agreed to and then they wanted to hold my things hostage when I questioned the paperwork ,that is NOT ok. They are misrepresenting services. I have the letter I wrote to them if needed.
This relocation delivered 11/22/2015, with nothing noted damaged/lost at the time of delivery. The customer filed 1st claim on 12/03/2015 for one item with followup of additional items on 12/30 for 8 items. 7 months later on 7/21/2016 we received a 3rd claim for 17 more items. We secured a signed release from the customer for the final settlement on 12/16/2016. There was some confusion on the receipt of the claim payment on her 2nd claim, which created some delay on the 3rd claim payment. The final claim settlement payment was not done until April of this year when it was discovered she had not gotten her check.
We heard nothing from the customer during the claim process regarding charges associated with the services.
While we apologize for the negative experience, we have made settlement to her for the relocation concerns. This relocation took place in November of 2015 and remains a closed claim.
My family hired Atlas for our move from Ohio to Washington state. After receiving in-home estimates from several different companies, we were initially impressed with Atlas's lower cost and shorter delivery window. At the beginning, things went smoothly. Our pickup was prompt, the movers were courteous and efficient. However, now I strongly regret our decision to hire this company. It has been almost a MONTH past our 12 day delivery window, and we have still not received our furniture. Perhaps the most frustrating is the lack of communication from the moving coordinators. They are continually promising to return our calls and update us on the status of our move, but we continually have to follow-up with them. At this point, we were told our things are in transit, but the delivery date is being pushed, yet again, with no finalized ETA.
We feel helpless, as it feels like our things are being held hostage, and we are unclear as to the appropriate recourse. We can only hope, our things are not damaged by the moving process or the fact they have been stored for nearly a month.
We are aware if the delays the customer has encountered with seasonal volumes taking place. We have made partial settlement towards delay compensation and our Operations Department continues to monitor
A couple items were broken, but so many were missing amounting to the total value of damages.
My husband and I had moved from the Chicago area to *** FL. and in March we had our things delivered to: *** FL XXXXX. Before anything was brought itn (or I was allowed to inspect it) I had to sign a form stating all was well or our belongings would not only be not delivered but would be disposed of. After filing the complaint, we were promptly informed that they would not honor any claim since the forms to deliver the items was signed (the same form that must be signed prior to delivery). Later we were sent a letter stating if we agreed to hold the company harmless we would be paid $198.00! This is outrageous! They can breach when they feel it to be in their favor! Absolutely outrageous!
If they can not find and deliver the missing items, I have filed a claim that remains unresolved.
June 19, 2017
Atlas Registration Number: XXXXXXXX
Re: Loss and Damage
***
*** Street
***
*** FL XXXXX USA
Dear ***,
Thank you for choosing Atlas as your relocation specialist. We apologize that our relocation services did not meet your expectations. Review of your documents indicates you selected Full Value Protection to cover any verified transit-related damage or loss. The following settlement offer is based on your valuation option, if you selected valuation Option B or C, the deductible is reflected.
When submitting a claim for missing items, it is the customer's responsibility to document the item was missing at the time of delivery. This is accomplished by the appropriate notation on the Household Goods Descriptive Inventory or on the Customer Check Off Sheet, both of which are completed at the time of delivery.
Our delivery documents do not reflect items missing at the time of delivery. Therefore, we must respectfully deny liability for this portion of your claim. If you have additional information to support your position, please forward to our office for review.
Except as otherwise provided in this letter, this is a full and final offer on and/or denial of any and all claims associated with this relocation.
Attached is our release in the amount of $194.00. Please take time to review our settlement offer. We appreciate your patience and cooperation during the processing of your claim.
Count
Inventory Number
Inventory Type
Denied
Settlement Type
Settlement Offer Amount
1 Stockpot 0.00
2 275 Toaster Oven As Claimed 179.00
3 Saute Pan 0.00
4 Cusinart Pan 0.00
5 Cusinart Pan 0.00
6 Cusinart Pan 0.00
7 Cusinart Pan 0.00
8 Cusinart Pan 0.00
9 Cusinart Pan 0.00
10 Tramolina Stockpot 0.00
11 USB Cable 0.00
12 Leather Deglazing 0.00
13 Leather Cleaning 0.00
14 Jasmine Tea 0.00
15 Cocoa Butter 0.00
16 Spices 0.00
17 Brown Rice 0.00
18 Jasmine Rice 0.00
19 Hot Giardinera 0.00
20 Honey 0.00
21 Art Supplies 0.00
22 Mixing Bowl As Claimed 15.00
23 Food Processor Attachments 0.00
Settlement Offer Total 194.00
Sincerely,
***
Lead Claim Representative, CCA
(XXX) XXX-XXXX ext. ***
Date: June 19, 2017
Atlas Van Lines, Inc.
CLAIM RELEASE
CUSTOMER/CLAIMANT ***
FROM: IL TO: FL REG NO: XXXXXXXX
I release completely, forever discharge, and will hold harmless Atlas Van Lines, Inc. ("Atlas"), its employees, contractors and agents, their employees, contractors and agents, from and against any and all claims of any kind that I have or may have against any such persons, including claims for loss of or damage to my goods, resulting from or arising in connection with the loading, unloading, storage or transportation of those goods under the Atlas registration number indicated above.
This release is a complete release of any and all claims, known or unknown. It applies to me and anyone else with any interest in the goods. It is given in consideration of the payment to me by Atlas of the sum of One Hundred Ninety-Four Dollars And Zero Cents ($194.00), and/or the completion of satisfactory repairs, less any applicable deductible, and/or replacement of destroyed or missing items.
Please return the signed original release to Atlas via regular mail, or a signed copy of the release via facsimile (X-XXX-XXX-XXXX) or an electronically signed copy via email attachment, (***@atlasworldgroup.com) or send us an email making reference to this release by Atlas registration number and date. A signed copy of this release received by facsimile or an electronically signed copy of this release shall be effective as an original. Any alterations to the Atlas release terms will not be honored. This release offer will expire in 30 days.
I HAVE READ THIS RELEASE AND UNDERSTAND IT. I SIGN IT OF MY OWN FREE WILL ON ____________________, 20 ________.
Signature of Witness _________________________ Signature of Customer/Claimant _________________________
Printed Name of Customer/Claimant _________________________
Address of Customer/Claimant _________________________
_________________________
(The consumer indicated he/she DID NOT accept the response from the business.)
They lost a large portion of our personal items. Some of which can never be replaced and this is their only response! This is unacceptable. This company has found a way to get money out of people and then escape responsibility for the negligence of it's own employees. I want to see my items, or be reimbursed for their reasonable replacement value.
The items this customer claimed as missing are not noted at the time of delivery. This was a very small 29 line item inventory, and we have no way to verify the missing since it is not noted at the time.
We recognized and made settlement on the items claimed as damaged during the relocation, but have nothing to support the missing and why this portion of the claim is denied.
(The consumer indicated he/she DID NOT accept the response from the business.)
That is the problem..they left us no way to verify that they loaded it. Boxes went onto the the truck full and were delivered a lot lighter. We are still missing alot of our items and the movers are to blame. The fact that I had to sign to prior to delivery, it leaves me with no recourse for the missing and damaged items. Our things are gone. And from what I have read, we are not alone. I know, the next email will be "sorry, there is nothing we can do for you". I have one wish. Hopefully, the fine people that support the get the signature before releasing the items, will have a family member that is either disabled, or older, or both (like me) and they can get screwed like my husband and I. Maybe if they were on the other side this wouldn't seem so trite. I want my things returned! I will continue to contend that either return or replace the items both lost and damaged! We did not entrust Atlas to get a partial shipment. I told my husband something wasn't right when the truck wasn't weighed until well after our items were taken! Is that even legal?! We were told it was common. I guess, it makes it easier to "lose" items and leave the consumer holding the bag.
Company was contracted to move entire household of goods from *** NY to *** CO between 62717 and 7517. It is now 7817 goods have not yet arrived there is no delivery date in sight and company is not providing any update whatsoever as to when goods will leave NY and be delivered to CO. Company does not appear to be addressing the issue and communication is ambiguous at best. Issue is causing great stress on our family & children parents are both starting new jobs on 71017 without business attire and we have 2 young children that are being affected.
Product_Or_Service: Household Move
Account_Number: XXXXXXXX
Other (requires explanation) Require goods to be delivered immediately in same condition and concessions to be made on contracted price. Legal discussions have begun and action will be taken for failure to fulfill contract as agreed
It appears at the time of the consumers complaint , he had not filed a delay claim with our office. He did so on 7/25/2017 and it has since been resolved per the below.
August 1, 2017
Atlas Registration Number: XXXXXXXX
Re: Delay Claim
***
***
***, CO XXXXX USA
Dear ***,
We have completed our review of your delay claim submission. Our settlement resolution is below:.
Meal Expenses 69.94
Lodging Expenses 0.00
Rental Reimbursement 1038.38
Miscellaneous Expense 508.31
Per Diem 0.00
Our check in the amount of 1616.63, which represents final settlement of your delay claim, will be forthcoming soon.
Thank you for allowing us to participate in your relocation. We aplogize that our services did not meet your full expectation and for the inconvenience you encountered as a result of the delay in delivery.
Sincerely,
***
Claim Representative
(XXX) XXX-XXXX ext.
They have 2 rugs, driver said if we wanted them we had to drive 60 miles to get them, otherwise he couldn't tell us if or when we would get them.
The move with Atlas has been extremely disappointing. Driver proved himself to be untrustworthy & shady. He at times was intimidating, tried to get more money out of us on a couple of occasions. Tried to overcharge for mirror packing & beds.
Key complaint is driver left with two of our area rugs and called us the next day to say he found them but if we wanted them we had to drive 60 miles to get them and he would give us $40 for gas if we did this. Otherwise, he said he didn't know when we would ever get them. After several attempts to get Altas to address this and other issues they are completely ignoring us. There have been a plethora of other issues but we feel this is the worst and feel they are stealing from us. They know they have our household items but refuse to ship them. We have no idea where they are. This even took place on May 31, 2017. Last attempt to get this addressed was June 18th but no one from Atlas will even respond to my emails.
We want our rugs back or we want compensation. Also would like the company management to contact us and address our many issues.
We have confirmed today the Van Operator has returned these rugs to his hauling agency. They are in the process of UPS them to the customer. We will set priority to monitor the process to make sure these get returned to the customer. Very sorry to the confusion and delay. The agency shipping these is *** Management out of *** AZ.
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the rugs and have not heard from anyone who is supposed to come out and fix all the items damaged by movers. This company is unreliable and unprofessional.
September 7, 2017
Atlas Registration Number: XXXXXXXX
Re: Loss and Damage
***
***
*** TN XXXXX USA
Dear ***,
Thank you for choosing Atlas as your relocation specialist. We apologize that our relocation services did not meet your expectations. Review of your documents indicates you selected Full Value Protection to cover any verified transit-related damage or loss. The following settlement offer is based on your valuation option, if you selected valuation Option B or C, the deductible is reflected.
Inventory Number
Inventory Type
Denied
Settlement Type
Settlement Offer Amount
387 Refrigerator-Freezer Cost to Repair 751.46
442 Rug/Large Yes Missing items located0.00
448 Rug/Large Yes Missing items located0.00
5 Mirror Repairs in Progress 0.00
46 Porcelain Yes Items Not Available for Inspection0.00
419 Bicycle-Mens Allowance to Repair 75.00
470 Bike Allowance to Repair 65.00
433 Frame-King Repairs in Progress 0.00
392 Buffet Repairs in Progress 0.00
396 Bedroom Furniture Repairs in Progress 0.00
434 3 Drawer Repairs in Progress 0.00
417 Ironing Board As Claimed 35.00
471 Rubber Base on Bike Stand As Claimed 40.00
476 Painting Repairs in Progress 0.00
435 Plant-Large As Claimed 45.00
463 Plant-Artificial As Claimed 6.00
Doorway Yes Property Damage Referral0.00
Floor Yes Property Damage Referral0.00
Wall Yes Property Damage Referral0.00
7 Dishes As Claimed 3.00
Settlement Offer Total 1020.46
Except as otherwise provided in this letter, this is a full and final offer on and/or denial of any and all claims associated with this relocation.
Attached is our release in the amount of $1020.46. Please take time to review our settlement offer. We appreciate your patience and cooperation during the processing of your claim.
Sincerely,
***
Sr. Claims Representative, CCA
(XXX) XXX-XXXX ext. ***
Date: September 7, 2017
Atlas Van Lines, Inc.
CLAIM RELEASE
CUSTOMER/CLAIMANT ***
FROM: AZ TO: TN REG NO: XXXXXXXX
I release completely, forever discharge, and will hold harmless Atlas Van Lines, Inc. ("Atlas"), its employees, contractors and agents, their employees, contractors and agents, from and against any and all claims of any kind that I have or may have against any such persons, including claims for loss of or damage to my goods, resulting from or arising in connection with the loading, unloading, storage or transportation of those goods under the Atlas registration number indicated above.
This release is a complete release of any and all claims, known or unknown. It applies to me and anyone else with any interest in the goods. It is given in consideration of the payment to me by Atlas of the sum of One Thousand Twenty Dollars And Forty-Six Cents ($1020.46), and/or the completion of satisfactory repairs, less any applicable deductible, and/or replacement of destroyed or missing items.
Please return the signed original release to Atlas via regular mail, or a signed copy of the release via facsimile (X-XXX-XXX-XXXX) or an electronically signed copy via email attachment, (***@atlasworldgroup.com) or send us an email making reference to this release by Atlas registration number and date. A signed copy of this release received by facsimile or an electronically signed copy of this release shall be effective as an original. Any alterations to the Atlas release terms will not be honored. This release offer will expire in 30 days.
I HAVE READ THIS RELEASE AND UNDERSTAND IT. I SIGN IT OF MY OWN FREE WILL ON ____________________, 20 ________.
Signature of Witness _________________________ Signature of Customer/Claimant _________________________
Printed Name of Customer/Claimant _________________________
Address of Customer/Claimant _________________________
_________________________
(The consumer indicated he/she DID NOT accept the response from the business.)
The damage to our iron front door frame is still outstanding. The contractor is not responding and is not sending any updates. He has ignored my last email. This should have been resolved long ago.
Once I get the door frame fixed or receive an additional check for $275 I will sign off on this claim, but not until then.
Delivery that was mishandled with lost/stolen property. Atlas has avoided all complaints and correspondences.
I hired Atlas to move from *** to FL. We had a fantastic team of movers that was organized and used a tablet to scan and track all my property.
At time of delivery, I received a call from an Atlas driver who stated he had to deliver my load as the original driver had a family issue to address.
My father and I went to meet the two delivery men at the storage unit. While unloading, they said they do not scan items as that was a method used by "younger" guys and they did not know how to use the tablet for inventory. And they trust that the previous driver had my property sectioned off correctly in his truck and there was not another way to run a list of my property. He later told me that it was mandatory for me to sign the form that he had for delivery of my property, therefore I signed it.
Shortly after delivery, I discovered quite a few items were missing, therefore I contacted Atlas immediately. They told me they would file a claim. Well, that "process" went on for a long time, and after months of it sitting stagnant, they said, sorry we are denying the claim because we have a signature.
I then contacted the agent in *** to file claim against the driver. I emailed at least 4 times, and have called at least 3 times. No one has returned any calls or emails.
Months have gone by and no one with Atlas will address my ongoing issue with not having my property.
I want either my property returned to me or a proper claim reviewed and paid.
We have denied this customers claim for missing as we have nothing to substantiate the loss against the carrier. We delivered this shipment on 9/14/2016 to a mini storage and have a Customer Check Off sheet and inventory showing that all items were checked off as received at the time of delivery. The claim for this loss was received in January 2017 and denied in April after review and research.
Atlas is in the process if developing the electronic Inventory process and Not all Van Operators have the equipment needed to provide this service. In this case they revert to the manual method of the checkoff sheet with signature.
We do stand with the denial of the missing based on the paperwork and the fact it delivered to a mini storage unit.
The company failed to mark my boxes, failed to box my mattresses that I paid to have boxed, failed to read my claim or look at my photos of damage.
The company attempting to charge 1.2 million dollars to my credit card at delivery so I had to leave to get a check to pay them. They then dumped my things on my lawn so I had to pay cash to put them in my house. Many items were broken, the company refuses to pay for the broken goods or even look at the pictures of the smashed boxes. They didn't provide a whole truck at loading as promised. They broke pieces off of my furniture but claim damage to anything in my boxes is my fault.
$20,000 in damages
Atlas has discussed the claim further with the customer - and have completed an additional review of her concerns. An adjusted settlement offer was sent for her review today.
The company advertised a AAA discount that I wasn't given. I was charged for full coverage moving. I spoke with them but they refused a refund.
I spoke to the main office and the *** office and the refused to give me my AAA discount as advertised for free full coverage on moving. (L
As we have explained to Ms., he shipment was packed by parties other than Atlas Van Lines. The shipment was loaded from a Mini Storage facility and was already packed prior to the arrival of Atlas Van Lines. According to our paperwork, the shipment was packed by another moving company. The photos that were submitted do not appear that the damage is a result of mishandling on the part of the carrier, but rather due to improper packing. The boxes were not packed full causing any weight placed on top of them for transport to cause them to crush on themselves. We would suggest the Ms. contact the party responsible for the packing of her items to discuss this portion of her claim.
Atlas has adjusted our original offer to resolve the claim based on subsequent conversations with Ms.-however we do continue to deny liability for the packed items.
The van operator denies leaving the items in the yard, and the paperwork certainly does not reflect these allegations.
We feel that we have been more than fair in our review of the claim and our offer to resolve.
With regard to the claim that she had AAAwe have no record that the card was presented to the local agency when the move was contracted. We would encourage Ms. to work with the local agent as they are the ones that would have been responsible for this charge.
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a bill from Atlas for almost $5000 for extra charges. Part of that bill was for packing charges including boxes and time for packing some of my boxes. Atlas also damaged my furniture so badly that legs were broken off of tables and casters off of an ottoman, big chunks of wood off of other pieces. To say they didn't mishandle the boxes too is absurd. I have a letters with reps from Atlas from the time of delivery regarding having to pay cash to have my things put in my house. The rep who arranged the move who I spoke with said that their books were closed from the time of my move and that he wouldn't even look into giving me AAA refund. I dont think he could even find any paper work related to my move. He could not figure out who billed me for the overage, the main office pointed to the local office, the local office pointed to the main office. The local office wasn't cooperative about the discount and was hedging about if they ever even honored the AAA offer. The man I spoke with said he would return my call but never did. The main office did increase their offer a little but refuses to pay for any of my lost items saying I have no proof that they are lost. None of my boxes were marked on my second load which is against federal law. Those were the boxes that Atlas packed and charged me to pack. To then say that I can't claim that my items are missing or damaged is outrageous. To claim that Atlas didn't pack them after they billed me to pack them is ridiculous . Atlas fired a loader the first day of loading for dropping my boxes, to now say that they didn't damage my boxes isn't credible; he was replaced during the middle of the day but the Atlas rep claims that they have no time records which she admitted to me that she didn't even attempt to check. I personally drove the fired loader to a place to where he could catch a bus since where I was living had no transportation and they were leaving him stranded. I also gave him bus fare since he had no money to pay for a ride home after working half a day. Atlas hired another loader off of the street at the storage unit where my things were stored to replace the fired loader; Atlas appears to use day labor. I would think that any large company would keep records of what they charged, what office charged it, what the charges were based on, if they charged to pack, time records, that they would know that if they damaged large items that they most likely damaged the items in the boxes also, that if they packed the boxes, that they couldn't then claim that the customer had no 'proof' that anything was missing particularly if the boxes were not marked. I can not understand how a company as large as Atlas can not even figure out which office sent me a bill for almost $5,000 or have a copy of that bill. Attempting to send me in circles from office to office and changing claim reps who constantly have to 'get up to speed' on my claim is unacceptable.
Furniture not put back together, even though contract clearly states this is included.
Three hours late.
Missing items.
The deliver to our home was three hours late; no one contacted us until 1 hour 15 minutes late and said they would be there in an hour, but it was two more hours. They did not put our crib or dresser back together, even though the contract clearly states that this service is included in the price. My husband asked about the crib specifically, and one man told him "I'm not good at doing cribs" and handed him a box with the hardware. They also didn't reattach a large mirror onto our long dresser. We are missing a white folding table from our laundry room, as well as a broom with dust pan and a recycling bin.
In contacted customer service multiple times and was ignored, so then I reached out to the VP/GM, who initially responded that he would look into what happened and get back to me. When I didn't hear back in a week, I wrote to him again asking for response within two business days... I have given him four before submitting this complaint.
We would like to be refunded the entire final delivery fee, which is $168.64.
Until this complaint we were not notified of any issues reflected on this relocation. The customer did not file a claim If she will go on line or send an email to ***@atlasworldgroup.com we can resolve this for her..