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:01/30/2025

  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 booked Atlantic Group USA LLC for my cross-country move on October 22nd. In December, I was contacted by multiple moving companies to try and win my business. I told them all I had already booked a service, and was told I should check certain aspects of my contract because some moving companies take advantage of consumers by exploiting specific loopholes. I did notice that some of my contract write up was different than what was confirmed with me on a recorded line. On December 17th I reached out to my sales associate who never responded to my note with questions. I followed up again on December 19th; again, no response. The next week I called my credit card company who advised me to file a dispute. I received a phone call on January 6th from a manager at Atlantic Group USA LLC - not in response to my email, but instead in response to my dispute. They made no attempt to answer the questions in my email. I was told that I should have called and must have been confused / mistaken. I followed up several times asking for updates - never receiving anything outside of an acknowledgement to the forwarded threat between the sales associate and I when I reached out in December. I offered to work with them on this, but no one ever got back to me. Fast forward to January 24th when I was informed that Atlantic Group USA LLC have marked my move as cancelled, and that *** lost the dispute because I cancelled my contract - except that I never did cancel the contract. I followed up by phone with no response I then sent an email detailing all of this - which has not been responded to. According to the contract, it can only be cancelled via written notice - which I've never sent. As of right now I've not been made aware of this - yet my credit card company has been. I dont believe its ethical or accurate to ascertain that the service is available for use if they declined to respond to any outreach. Service requires communication.

  

  Business Response

  Date: 02/14/2025

  Hello, Ms. ***** Yes, you booked a move with Atlantic Group USA through our booking agent, VanLines Reservation. On October 22, 2024, you paid them a deposit of $1000.00 to secure your move, which was scheduled for March 12/13, 2025.
  On December 17, 2024, Ms. **** sent an email to her **************** Representative saying she was reviewing her contract and realized her representative did not go over additional fees that could be charged these are stair fees, shuttle fees, long carry fees. Below is a section of the contract Ms. **** signed which clearly states what these charges are if they occur. When she signed the contract, she had not secured an apartment, so she did not know if there would be stairs or if the moving truck would have problems getting into the complex.
  
  Shuttle services can be provided if necessary. For example, if circumstances prohibit a trailer from getting close to the property for loading or unloading, a shuttle truck may be needed to complete the service. This can be arranged for a minimum charge of $400.00 up to 300 cubic feet; there is an additional charge of $1 for any additional cubic feet exceeding 300 cubic feet.
  
  If there is more than one flight of stairs (up to 10 consecutive steps), a fee of $75.00/flight may be added.
  
  Long carry (first 75 feet free). The ******* will re-adjust anything after 75 feet at $1.25/Foot.
  
  As you can see, all of this is explained completely. Ms. **** goes on to say she had to learn about these fees from another moving company. Clearly, you were shopping around after signing our contract. In addition, Ms. **** did her chargeback on the same day she sent the email asking about the additional fees. Then, two days later, she sent a follow-up email. This makes no sense at all.
  
  The Binding Moving Estimate you signed with Atlantic Group USA includes a customer service number for questions or concerns. The contract also gives instructions for canceling
  
  . Risk Free Deposit Guarantee: Estimates may be cancelled, penalty-free, and deposit is fully refundable if the customer cancels the move within 3 days of the first signing of the Bill of Lading, subject to 49 CFR & 375.505(h). Any cancellation request must be submitted in writing by email ******************************** by calling **************. Any cancellation or refund request received after normal business hours (9-5 pm EST Monday - Friday) will be deemed received the following business day.
  Deposits are 100% refundable with No Cancellation Fee or Additional Charges for reservations cancelled within 3 days of signing the first issued Bill of Lading. Customers have the right to change their pickup dates at any time without penalty, as long as the change is made outside of the 5 business days of the original pickup date.
  1. By Electronically signing this agreement, I have read, understand and am agreeing to the Company Refund/Cancellation Policy as well as the following: The quoted prices and terms are based on the information provided at the time the reservation was made. The items in the inventory have been calculated to an estimated weight/volume or minimum used to determine the transportation requirements upon which your price is determined. Any changes to your inventory may result in changes to your costs and will be calculated at the same rate per cubic foot as determined at the time the estimate was issued. If any additional services, packing of items, or labor are required at either the origin or destination you may be charged for those services and/or items at full tariff rates. Atlantic Group USA reserves the right to re-pack any item not correctly packed by shipper.
  2. Atlantic group USA is authorized, licensed and insured with the ********************************************
  
  Three days after you signed the Bill of Lading on October 22, 2024, everything necessary to support a smooth move was set in motion. Ms. ****, you could have canceled at any time three days after signing the Bill of Lading and you would have gotten a full refund. Instead, you waited until December 17, 2024, to do a chargeback for your $1000.00 deposit without notifying anyone. You did not notify anyone because, as stated in the contract you signed, you would not be eligible for a refund.
  
  Since that chargeback was issued, your bank has fought hard for you by going into Pre-Arbitration to get your $1000.00 with you. Ultimately, your bank decided you were at fault for this, and they refunded the deposit to *********************
  
  We hope this explanation clears up any questions you or anyone reading this review has
  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22878735
  
  I am rejecting this response because:

  The information is inaccurate. I did reach out to my customer service *** on 12/17 when I had received a call from another company offering services. I rejected those services - but they informed me that regardless I should look into the reviews of Atlantic Group USA LLC. They also encouraged me to review my contract. I did, and in doing so realized that fees I did discuss with my ***, including stairs, were missing from the updated contract - because three were sent. To be clear - I had no intention of booking another company at that point. The concern was primarily about 1. either updating my contract accordingly; and 2. discussing options to terminate if the contract wasn't updated. 

  I reached out to the *** to get details on this and to discuss my options. I waited two business days for a response and didn't receive one - having followed up on 12/19. I didn't receive a response and at that point the evening of 12/19, contacted my credit card company. The *** informed me that I only had a few weeks left to file a dispute because I had booked in October, so after discussing it we went forward with the dispute. I even said on that call, which I assume was recorded - that I was happy to work it out with Atlantic Group USA LLC, but that I was concerned given no one was responding. 

  To be clear, I never received a response, by email or call, to discuss the initial reason for my questions. No one answered any of them. I was told by **** that she would forward my note to accounting and discuss with the ***, ******, why he hadn't responded. From that point, no emails or phone calls were returned. To quote my contract, a move can only be cancelled by written notice. I never notified them of my intention to cancel service. I did share that I felt they were not a viable mover for me given lack of communication - but even at that point I was under the assumption we'd have another conversation. I even told **** at that time that I would be willing to work this out aside from the chargeback. She again had said she'd call me back. 

  Yes, I was informed that the company declined the charge back. At this point, it isn't about the money. The reality is that their argument is that the services were available to me, and therefore they are entitled to my deposit. This is inaccurate. I never submitted written notice to terminate my contract, and therefore was expecting to discuss with them. Meaning that now the services were rendered unavailable to me. 

  If the argument is that the chargeback served as cancellation - my credit card company confirmed that the services should still be available for use. So this argument makes no sense. 

  All in all, I'm primarily concerned about future customers and informing them of the practices that this group ******* this point, I've paid another company due to the need to move my belongings more urgently given the lack of response from Atlantic Group USA LLC. I did so after the majority of this back and forth was done - I signed a new contract on January 24th. 

  I'm not asking for anything back from this company at this point, it seems they need it more than me. That said, I want this to serve as a warning to the masses. I wish I'd heeded warnings more closely. 

  Sincerely,
  
  Lauren Back

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Atlanyic for my move from ******* to **. Pick up was on November 30th and the gentleman that moved us were very polite except for the part before they left that they asked outright for a tip I thought that was a bit forward. Due to them under estimating what I had all my living room furniture and a pool table amongst a few other things had to be left behind this was after paying an extra $1000 to accommodate more of out belongings. As well as over charging 800+ for mileage which I will say was adjusted when the delivered. They arrived on December 8th to unload. Except for them being unable to put my bed frame together everything seemed in good shape. They requested I leave a review for them before they even left umm ok. **** since updated that review. They did not leave my copy of the packing list for me to confirm what was taken and delivered claiming they left it in their hotel room.The very next day I called already noticing a box was missing. The customer service rep **** worked with started looking i into this missing box along with the over charge on boxes they charged me for as well as a copy of the packing ******* took about 3 weeks to get my refund for the boxes and as of today going on 5 weeks since my first call I still don't have my missing box that was supposedly located right away and on its way to me a couple weeks ago. I am now just getting the run around and would love someone who can help to contact me. As of today I would absolutely NOT recommend this company.

  

  Business Response

  Date: 01/15/2025

  We sincerely apologize for any inconvenience the customer experienced during their move. It is never our intention for customers to have anything less than a satisfactory experience. The customer has expressed concerns regarding overcharges and missing items.

  The customer raised concerns about having to leave items behind and being overcharged for a fuel surcharge. Initially, the customer provided the sales representative with an inventory list of 85 items, estimated to occupy approximately *************************************************************************************************************** an increased price.

  At the origin, the customer added 38 more items, increasing the volume to ***** cubic feet. They also requested packing services for their belongings. Per federal regulations, any additional items or services not included in the original estimate that result in added charges require movers to provide a new written estimate. This new written estimate supersedes any previous estimates.

  If customers do not agree with the new charges, they have three options:

  1. Cancel the Move: Customers can cancel the move with no additional charges beyond services already provided.
  2. Keep the Original Estimate: Customers can ship only the originally listed items (or equivalent weight/space) and use the initially ordered services at no additional cost.
  3.Accept the New Written Estimate: Customers can agree to the new written estimate reflecting the additional items and services and proceed with the move.

  The customer was presented with a new written estimate that included all additional services before their extra items were loaded. By signing the estimate, the customer confirmed their acceptance of the updated terms. They instructed the movers to pack and load all items, acknowledging responsibility for payment of all services rendered.

  Regarding the fuel surcharge, per the new written estimate to which your signature attests, it was determined that additional items not included in the original estimate resulted in an authorized increase in charges. The fuel surcharge, as detailed in your estimate and per the carrier's applicable tariff, is calculated at 10% of the total move charges. This fee automatically adjusts when the total move charges increase.

  Although the initial fuel surcharge calculation was incorrect, the issue was promptly addressed by our team. We informed you that the adjustment would be corrected at delivery, which it was. The fuel surcharge was revised to $640.95, as reflected in your bill of lading.

  A review of the inventory sheets shows that the customer did not make any notations regarding loss or damage to their goods, as required at the time of delivery. After the customer contacted us about a missing box, we promptly addressed their concern and successfully located the box. Our team is now coordinating its delivery to the customer.

  The customer was directed to our claims service provider, ***, to file a formal claim as required by law. On January 15, 2025, the customer was sent login credentials to file a claim online. This login information allows the customer to submit claims for loss, damage, delay, overcharges, or complaints. All such matters must be addressed and compensated through the claims process in accordance with federal regulations

  Once the claim is submitted, it will be reviewed in the order it is received, and compensation will be determined based on our legal liability within the time frame specified by law. For additional assistance with filing claims, the customer may contact *** directly at ************** or via email at *****************************.

  We regret that the customer felt it necessary to file a complaint but hope the above explanation provides clarity and helps them better understand our position on this matter.
  

  
  

  Customer Answer

  Date: 01/21/2025

  When my delivery happened I was indeed supposed to receive my inventory list. The head delivery person ******* told me it was left in the hotel room. I have been calling since that next day asking for this list which I just received on January 5th my delivery was on December 8th it took a month to get this info. It is impossible to know what is missing without that list.

  On January 7th the same day I submitted this claim I all of a sudden received a phone call from ******* stating he would be mailing my box to me it is now 2 weeks later and I still don't have my box. I also have not received any claim form from them as stated on the 15th.

  I have also noticed after reviewing the list that my hand ***** is missing. I can't possibly know if anything else is missing when according to them everything hand to be in a box.

  As far as overage yes we did go over but to me that was on the front end person who was taking down what I had like I told her the size Buckets I had and she put them down wrong. All my furniture was listed on the quote as well. They should have taken what was on my list and then go from there. 

  The initial person also never mentioned that it would cost me to have them pack things for me they just said if I missed anything they would pack it up.

  I  did not ask for anything that wasn't coming to me. I spent a whole month communicating to get this settled to know avail ***** my complaint here due to lack of response. **** was very nice taking my calls but also stated this was not like the person who was supposed to handle this issue.

  I guess I need to know what's the truth am I getting my missing box via *** as stated to me on the 7th or am I now going to have to put in a complaint and wait even longer?

  If you have my box as stated within a couple days of calling I would like the contents of that box asap. 

   

  Thank you

  Customer Answer

  Date: 01/21/2025

  I have reviewed and found the complaint form sent.

  I however don't understand why i am in need of filling this form out if I have been told by the mover ******* that I would be receiving my missing box that you located immediately via ups.

  Thank you

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22778833
  
  

  I have reviewed and found the complaint form sent.

  I however don't understand why i am in need of filling this form out if I have been told by the mover ******* that I would be receiving my missing box that you located immediately via ups.

  Thank you

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

  

  Business Response

  Date: 01/24/2025

  Thanks for your feedback on our response. Please note that, as mentioned previously, we have coordinated with our dispatch office to arrange the delivery of the missing box based on the information provided by the customer. Once we receive the results, they will be communicated to the customer and to ***, our third-party claims company, for appropriate claim adjustments. In the meantime, it remains our responsibility to refer the customer to the claims process, as required by law.
  
  

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thieving, extorting, unprofessional, and late. No one should use this firm.Interstate personal goods move quoted to take 30 days took nearly 2 months. It was very difficult to reach anyone on the phone to schedule the delivery. Eventually scheduled delivery on a Saturday (4 January 2025): They did not show up - I waited all day at home while they did not answer my calls or texts. They then called me the next afternoon (Sunday!) and offered to deliver right then. I said OK because I wanted be done with dealing with these people.The driver showed up Sunday evening but would not open the truck until I paid an additional $200 fee. My goods were not crated, just loose in the truck. The containers had been rifled through, some small things were stolen. Driver provided no receipt for the extorted $200, had no manifest or bill of lading, no paperwork at all. Also they tried to give me some things that werent even mine: They had mixed my stuff up with someone elses, again undocumented and just loose in the truck.Ive done about a dozen moves, and I have never had such bad service. I would have been better off just doing this move myself.Originally brokered through ************************ (B/L *******), but this complaint is directed at Atlantic Group USA LLC.

  

  Business Response

  Date: 01/14/2025

  We sincerely apologize for any inconvenience the customer experienced during their move. However, the individual is not one of our customers. The customer hired *****************************, and our company did not act as the carrier for this job.

  To assist in resolving this matter, we have contacted the relevant party and provided proof that the customer's Bill of Lading is not associated with our company. Therefore, we kindly request that this complaint be removed and that the customer be directed to the appropriate party to address any issues they may have encountered during the move.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22772740
  
  I am rejecting this response because:  You said I was not your customer and showed the pickup paperwork from Oasis. How do you have my paperwork, with my name on it if you did not deliver it to me?  It's because Oasis picked it up and you delivered it.  You need to be more clever than that if you are going to be dishonest.

  But anyway, I consider the matter closed.  I do NOT withdraw my complaint, but I desire no further contact from the business.

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

  

  Business Response

  Date: 01/15/2025

  Thank you for your feedback regarding this matter.

  Please note that the liable party for your shipment, as disclosed in our previous response, is the carrier listed on your Bill of Lading. As part of our investigation, we contacted the carrier and obtained a copy of your shipping documents to better understand your concerns. However, any issues related to the pickup, delivery, or overall handling of your shipment must be addressed directly with the carrier.

  We understand that you consider the matter closed and respect your request for no further contact.

  Should you have any additional questions or require further assistance, please reach out to the carrier directly.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted $10,944 for a cross-country move. There were to be 5 Atlantic Group employees assigned to pack and load my belongings into a carrier-owned 26' ft which would travel directly to my destination, never being offloaded to a warehouse and mixed with other shipments. Instead, 2 movers arrived with a smaller rented Enterprise truck. Because I added 5 wire barstools to the load, they insisted on an entirely new estimate, which came out at $17,610. They rented a second truck (UHaul) so my belongings were offloaded at a warehouse, then loaded onto an 18-******* with Freeway Moving. Thus, ** acted as a broker but I hired them because they were a carrier. The driver was not confident bring the semi into my neighborhood and insisted on doing the shuttle service, which cost another $1,000. As I have unpacked, many of the boxes that they packed are half empty, thus inflating my cost. AG 1) misrepresented as a carrier then acted as a broker 2) did not give me the option to refuse a new estimate and leave the additional bar stools behind, thus keeping the original binding estimate 3) forced the unexpected cost of shuttle service and threatened wait charges through the carrier that was hired as seen on the text string. In all, I paid $7,666 more than expected and would not have hired them, nor brought everything if I had other options. The move was scheduled for the day before the house sale and on Labor Day weekend, so there was not the opportunity to make other arrangement.

  

  Business Response

  Date: 01/06/2025

  Response has been attached for your reference.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22737319
  
  I am rejecting this response because: I understand that all charges were written in the estimate. My complaint is that most of the charges stem from Atlantic Group not executing the move as promised in the original estimate, in alignment with my phone call and email from their representative. The crew that arrived at ********************* was not a 5 man crew with a 26 moving truck owned by Atlantic Group that would make the direct cross country drive and deliver my belongings to the destination. Instead, Atlantic Group acted as a broker, despite their status as a carrier. I would have 
  Not hired a broker for this move
  Paid for dedicated truck service
  Ensured that no shuttle service was necessary
  Retained the original estimate had I been given the choice
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/07/2025

  Thank you for taking the time to share your concerns. We understand and respect your perspective, and wed like to address the points you raised to provide further clarity.

  Broker vs. Carrier: Atlantic Group operated as the carrier for your move, and the job was serviced directly by our team. While we sometimes partner with qualified agents for logistical efficiency, this was not the case for your shipment. Your move was handled under Atlantic Groups carrier authority, and we remain accountable for the services provided.

  Dedicated Truck Service: The original estimate did not include our ************************ This premium service involves reserving a truck and crew exclusively for your shipment. The added cost of this option was not part of your original estimate or requested during the booking process. If this service was essential to your requirements, we sincerely regret any misunderstanding and encourage you to bring up such preferences during booking for precise arrangements.

  Sales Representative Limitations: Please note that the sales representative is not the companys spokesperson and is not in a position to determine refunds, post-pickup discounts, compensations, or even estimated time of arrivals unless these have been verified and approved by our dispatch department. Any verbal or written assurances provided by the sales representative that conflict with our policies or operations must be treated as nonbinding unless confirmed by the appropriate department.
  

  Shuttle Service: The necessity of a shuttle service at delivery was due to the tractor-trailer's inability to access the destination. This is a standard contingency outlined in the estimate terms, which state, "If a semi-trailer cannot access the property, a shuttle truck may be required." To alleviate your concerns, the standard $***** shuttle fee was reduced to $1,000 as a goodwill gesture, which you accepted by signing the relevant documentation.
  

  Estimate Adjustments: The cost increase stemmed from the addition of 37 items at pickup, raising the volume from ***** to ***** cubic feet. As mandated by federal regulations, a new written estimate reflecting the revised inventory was presented and signed by you prior to loading. This process ensures transparency and allows you to decide whether to proceed, retain the original inventory, or cancel the move altogether. By choosing to proceed, you authorized the adjustments and services provided.
  

  Claims Process: We understand your concerns about service quality and potential compensation. To address this, you were directed to file a formal claim through ***, our claims provider. As of this response, we have not received a claim submission from you. Filing a claim ensures your concerns are reviewed and addressed promptly within legal timeframes.
  

  We hope this response clarifies the situation and addresses your concerns. If you would like further assistance with the claims process or have additional questions, please do not hesitate to contact us.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22737319
  
  I am rejecting this response because:

  1) I was asked to make the final money orders to Freeway Moving, not Atlantic Group. Thus they are a separate company. Atlantic Group operated as a broker, when I hired a carrier.

  2) The process was not "transparent." *********** who re-estimated my move gave me the choice to sign the new estimate or they would leave. I was not offered the option to keep the original estimate. And much of the volume of the additional wardrobe boxes was left half-empty, resulting in up-charges.

  3) While your ********** may not be a company "spokesperson," either they should be properly trained to offer only what you will deliver, or you should honor what they promised. Very, very poor customer "service."

  While I know that moving is stressful, Atlantic Group exponentially increased that stress. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/23/2024

  Type:Order 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.

  Date of transaction: Pick-up July 5, 2024 - Delivery date to be July 7, 2024.The movers were paid $2445, which I was told up to $10,000 of insurance was included. The value of the books exceeds the $30.00, based on 2 boxes weight, offer from the insurance claim **************** commitment: securely and safely mover a barrister bookcase and 2 boxes of early edition books. List of books and comparable value of books uploaded.The boxes were delivered to the wrong address. The moving company did not pursue recovery in an official matter. I was told over a period of 8 weeks that the company knew where the boxes had been delivered. Their attempt at recovery was to send the driver to knock on the door of the recipient's house. An official letter should have been sent by the moving company to the recipient to return the property that did not belong to them. There is no evidence that the moving company even tried to recover theses books.The Binding Moving Estimate documents the moves Full Value Protection Amount of Liability is $7920. This should be the very least that I receive to recoup the loss of first and second edition books which have been in my family for four (4) generations.I have not signed anything accepting the insurance companies offer, however they have listed this claim as settled. It is not settled. I expect either the return of my books or compensation of the total value listed with each item uploaded below.

  

  Business Response

  Date: 11/08/2024

  First, we extend our sincerest apologies for the difficulties you have experienced with your move. We understand the value you place on your belongings and regret any distress this situation has caused. Please allow us to clarify our position and provide details regarding the liability and handling of your claim.

  Per federal regulations, every carrier is required to offer two types of liability coverage. Its important to note that this is not insurance but a federal mandate on carriers to offer liability coverage. The two options provided are:

  -Full Value (Replacement) Protection: This option covers the full replacement of or repairs to damaged items, whichever is of lower cost.
  -Limited Liability Coverage at 60 Cents per Pound per Article: This is a basic, cost-free coverage where the carrier's liability is calculated based solely on the weight of an item, regardless of its actual value.

  According to the Bill of Lading that governs your move, you chose the 60 Cents per Pound per Article coverage, as indicated by your signature. This means that for any lost or damaged items, the carriers liability is limited to this amount, provided theres evidence of the carrier's mishandling or negligence. This choice also meant lower moving costs, as the Full Value Protection coverage incurs an additional charge.

  We recognize the significance of the books and the family history they represent. It is never our intention for our customers to experience any form of mishandling, especially for items of high personal value. While our records indicate no formal notations were made at delivery regarding missing items, we understand that confirming all items during delivery can be challenging. However, without specific documentation or notations at delivery regarding the missing boxes, the carriers liability is constrained.

  The claims process is completed as of October 10, 2024, with a settlement offer based on the limited liability coverage selected. Since you have not signed this settlement offer, we confirm that the claim is technically still open. If you would like to further discuss this or believe additional information should be considered, please feel free to reach out, and we would be happy to assist you in understanding our legal obligations and any next steps.

  We understand that this explanation may not fully address your concerns but trust that it provides greater clarity regarding our legal position and the limits of liability under federal regulations.

  
  Sincerely,
  Atlantic Group USA LLC

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22464773
  
  I am rejecting this response because: The sales person indicated that I was getting $10,000 of coverage as part of the move cost. The explanation was deceptive and a negative business practice. I would have gladly paid for the insurance. The biggest issue I have is that the actual mover admitted he delivered to the wrong address. The company should have made every effort to retrieve the books. The phone number for the mover is ************ (name was not clearly communicated). I tried to correspond with him via text and phone to please try to get the books back, he responded that no one answered the door. Attached is the picture of the book boxes that he sent me via text as well as the text history. The books were delivered to an address in IL in which we were part of the total load. Please contact the other customer to try and retrieve the books.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 24th Atlantic Group USA pucked up my belongings for a move from ******, ** to **********. On the 18th of August, my items were delivered in terrible condition. When they opened the door of the truck, boxes and furniture were piled in a messy heap, showing that no care was taken in loading or securing anything, and while unloading, the workers were standing and climbing over my belongings, damaging them even further.Most of my furniture was heavily damaged if not broken beyond use. Furniture pieces and hardware were lost. Boxes and storage yotes were broken open, spilling the contents on the floor of the truck.I filed a claim with their company and was initially offered only $91 in compensation, despite the fact that my math on their valuation numbers comes out to over $700. I have tried to work with the claims center they use (the company is just called Moving Claims), but they have been refusing to answer my clarification questions and just sending me stock emails over and over.

  

  Business Response

  Date: 11/11/2024

  Were very sorry for the inconvenience during your move. Your case is being under  review. Well be in touch with you as soon as possible. 

  Customer Answer

  Date: 11/13/2024

  The response to my complaint was just that they are looking into it, so there is nothing for me to accept or reject.

  Please advise as to how I should respond within your system.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22381905
  
  
  

  The response to my complaint was just that they are looking into it, so there is nothing for me to accept or reject.

  Please advise as to how I should respond within your system.

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

  

  Business Response

  Date: 11/20/2024

  Hello. Were very sorry for the inconvenience during your move. 
  Unfortunately u didnt go through our claim process. All your attempts to resolve the issue with your move had been sent to the broker not to the moving company. 
  This is the first time we have heard about your situation.
  We really appreciate your business with us and your patience.
  By below Ill send u the information about our claim process company which will take care of you.
  
  CSI Pros: 
  
  Email: ******************
  Phone: ************ 
  Fax Number: ************ 

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22381905
  
  I am rejecting this response because:

  I have gone through the claims department and they have refused to respond to my questions, only giving me form emails. I have also been emailing the contact in customer support that I was given during my move. She offerred me an extra $50 as a "courtesy," which is unacceptable for the amount of damage that was done to my belongings.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Atlantic Group failed us in every respect. On February 8, 2024 we moved from ****** ******* to *******, **************. Atlantic's Team destroyed more than 20 pieces of furniture, including heirlooms, cabinets, easels, drafting tables, etc. They lied in terms of additional charges -- we were charged for wrapping of furniture that we didn't even own. Even though almost everything was clearly marked they placed most of the boxes in the wrong rooms of a 4500 square foot house. Our boxes showed extreme distress -- many were crushed. This resulted in many items (crystal vases, platters, etc. arriving broken. We have pictures of how they tossed our belongings in our garage, as if these boxes were trash. The chain of custody was broken multiple times and we never signed off on the move. To add insult to injury, in both the starting point and destination, the Atlantic Team trashed our houses and the lawn. They left empty soda cans, tape dispensers, and cardboard all over. Gigantic skid marks appeared on our floors. Most of the workers could not speak nor read English. So, it was very difficult to communicate. At one point, the team was going to dessert us with most of our belongings thrown on our front lawn. Instead a terrible argument ensued between the manager and the team at 10:00 pm at night. The experience was a total nightmare.

  

  Business Response

  Date: 08/20/2024

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  

  We apologize for the damages that happened during the move.  Although these does not happen very often but damages at delivery happens sometimes especially for interstate moves.
  

  Referred to *************************** The customer was referred to our claims service provider CSI to file a proper claim as required by the law. 

  Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claim, the customer may contact CSI directly at ****************** or online at ******************.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  Date:07/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few highlights: 24 hour delayed pickup, took ONE MONTH to deliver (promised 3-5 days), most of my things broken in the move and $4000 worth of bikes stolen in a "break-in" that happened to the unsupervised truck, zero communication, zero responsibility and then pawned it off on their insurance company for 60 cents/pound moved.The offer to comp was $103 for $8000 in losses and damages.Not a word, not a single returned phone call, no nothing.Did not return calls, lied and omitted information

  

  Business Response

  Date: 08/01/2024

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
  
  Delay:  Per our Estimate and Bill of Lading governing this move, we have up to 30 business days from the customer's chosen first available date (04/23/24) to deliver the shipment. The customer was delivered on the 16th business day which was 05/16/24.  Although we work very hard to meet our customers' requested specific pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.
  
  Missing Items:  We have initiated a trace for the missing items per the information provided by the customer to our dispatch office. We are diligently searching for the customer's bikes.  Unfortunately, despite the security measures we may take, we cannot predict when a thief will strike.  This could have happened to a personal vehicle or if the customer had rented a UHaul themselves. The customer was offered compensation for every item they claimed based on their selected valuation protection of $0.60 per pound perarticle that they selected and signed for the day of the move. 

  Claim Settlement: We offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery which took 16 business days, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.
  
  The valuation options are presented to the customers before the move on the estimate and the bill of lading.  The customers have time to review and ask questions about this coverage.  Then, at the pickup, the customers make their valuation selection voluntarily. When the free of charge $0.60 per lb per article coverage is chosen then the compensation is based on the weight of the item deemed as the mover's liability multiplied by $0.60.  There are not any other coverage options that you can get for free and they will provide any compensation at all; not auto, not health, not homeowner's, etc.  

  Should the customer not be satisfied with the settlement they may file a dispute with CSI and provide additional support to see if the amount can be adjusted.  

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22022171
  
  I am rejecting this response because:

  It's a hollow apology (I have personally never gotten an apology myself) that basically brushes aside all the mistakes and bad communication by Atlantic Group.

  Also, as the system is it is basically without consequence for the moving company to lose and destroy thousands of dollars (my loss likely exceeds $8000 in stolen and destroyed items) of my things and just wash their hands and offer me $103 in compensation, based on weight. The appeal to CSI resulted in nothing, just restating that $0.60/pound and that's it. Offensive.
  

  This move was handled terribly and unprofessionally from day one and I've paid dearly for using this company.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially entered into a moving contract with ***** *** Lines to move from ** to **. My intake meeting and subsequent QA meeting with ***** had me moving 398 CuFt.I was farmed out to Atlantic Group USA for the actual move and at time of move I had significantly reduced my move by not taking a whole living room set (recliner, chaise, ottoman, ****). Using ***** worksheet and logic I reduced what was being transported by 108 CuFt or 27% less. The Atlantic Group guy said no money back at time of move and same price. How can that be?Atlantic says I had more total items- they count items and dont know what ***** promised. They took an end table apart and called it 2 items, counted a platform bed as 4 items because it was 4 slats of wood. How is any of that legal?

  

  Business Response

  Date: 06/19/2024

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  A Binding estimate is an estimate which is binding on both the customers and the carriers whether based on cubic feet or weight. Both the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosed. Binding estimates if based on weight do not require a weight ticket and will not change according to the weight of the shipment regardless of the result of the weighing. The only way to change a binding estimate is to write a revised binding estimate that automatically cancels out any previously given binding estimate. For example, if the original service order changes and more items and / or more services are requested to be shipped or performed by the movers, then a new Revised Binding Estimate must be issued to include the new charges resulting from the added items and services. The revising of an estimate must be due to a change of order which results in a change of charges. Weighing of shipments and adjustment of charges accordingly is only an option with a non- binding estimate.

  Per federal regulations, the carrier must provide a revised non-binding estimate to include all additional items and services and bill the difference in charges after delivery in 30 days. Since you received a non-binding estimate, the carrier is only permitted to collect no more than 110% of the estimate at the time of delivery. Your carrier is then required to bill the difference after the delivery.

  Per the Federal Regulations Code 49 CFR Part ***** - Filing of Claims: Claims shall not be voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and the Bill of Lading governing the move. ***** Filing of Claims: (a) Compliance with regulations: A claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within the specified time limits applicable thereto and as otherwise may be required by law, the terms of the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum filing requirements. A written or electronic communication (when agreed to by the carrier and the shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or determinable amount of money, shall be considered as sufficient compliance with the provisions for filing claims embraced in the bill of lading or other contract of carriage; provided, however, that where claims are electronically handled, procedures are established to ensure reasonable carrier access to supporting documents.

  Per our Terms and Conditions as listed on the back of the Bill of Lading governing this move: Carrier shall not be liable for the loss or destruction of, or missing goods, or damage of goods tendered hereunder or any part thereof unless the claim is made in writing supported by proof of ownership together with substantiation of value, and weight. As a condition precedent, all outstanding monies due to the mover must be paid in full before a claim can be submitted to the company within 9 months after the date the goods were delivered. 

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On [6/19/2024] the customer was registered in their system and emailed the login credentials and information required to properly file a claim.

  The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.

  Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 06/23/2024

   
  Complaint: 21815911
  
  I am rejecting this response because:
  
  

  like so much of their response, which is undoubtedly a bunch of words and templates theyve used before, their response is inaccurate.

  I have not received credentials to log into the *** system.  I got an email telling me Id get credentials within 48 hours but that was 96 hours ago.

  So, please dont close this case.  I should be given 9 days after I submit a claim through *** and it is adjudicated 

   

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

  

  Business Response

  Date: 07/03/2024

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  The claim login information was already sent to the customer's email address. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.

  The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements, inspection reports etc. All claims are treated to be equally important and therefore handled in the order they are received.

  Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.

  Please feel free to contact CSI directly for any questions or concerns about your claim at ************ Mon-Fri 9AM-5PM EST or via email to ****************** and provide your claim ID# ********. 

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Obo Atlantic Group USA LLC

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21815911
  
  I am rejecting this response because:
  
  I have filed through CSI and think this should stay open until it is resolved by them
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair 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 used the services of Atlantic Group USA on 9/25/2023. I paid $6,274.50 for their services and they came and gathered all of my items. This charge was based off of using 977 cubic feet of space in the moving truck. After they packed up all the items in the truck, one of the movers said that it was going to be an additional $2,648.32 for extra space that was used, 473 additional cubic feet. I didn't take measurements before so I had to go based on what they said and so I paid the amount and they closed up the truck. When it got delivered to my house in ******** I made sure to do a much more thorough job of measuring. I have video evidence of the space used of using a measuring tape which documents that the space I used was actually less than the 977 cubic feet I reserved. I sent all of my evidence to the company and they agreed to refund me the full $2,648.32 on October 18, 2023. They said a full refund check would be mailed out to me and that it could take 3-4 weeks to process.As December came, nothing had arrived in the mail. On December 8th they changed their tune and said 50% of the refund will be mailed out on December 9th. I asked for it to be sent via certified mail with tracking and they agreed. This didn't happen.I reached out for an update December 27th and they have not sent the check. On December 28th I received a venmo payment of $500.I kept fighting to get more payments since then on a continuous basis and received another $500 payment on March 18th, 2024.They still owe $1,648.33 and have stopped responding to me. I have requested arbitration which I am entitled to under section 49 CFR section ******* which they have not provided me with. I would like to get this resolved otherwise I will contact the ********** of ***************** have a full text message history of all of this)

  

  Business Response

  Date: 06/19/2024

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less-than-satisfying experience.

  We had previously called the customer and agreed to settle the unpaid balance to $700. The customer agreed to have the cheque delivered to his mailing address. The cheque was sent to the customer on 6/18/2024. Please see the attached files for confirmation that we sent the cheque to the customer's address.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 06/28/2024

   
  Better Business Bureau:
  
  The organization has fully paid what was owed and thus can be closed out.  Thank you! 
  
  Sincerely,
  
  *********************