ComplaintsforAtlas World Group, Inc.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Spending $12K-$15K to relocate you would think the process would be easier . Not the case here. This isn’t my first cross country move ,so I know what to expect. Atlas was a huge disappointment as the transporter of my goods. Driver showed up day of the move, had no movers. He spent 2 hrs chasing them down. They completed the inventory/coding and stated that the weight will be less than 8,000 lbs. The original estimate being slightly over 8,000 and items were sold after the original estimate, so that seemed to be aligned. I was advised the original estimate would be the max out of pocket and their estimate are always very close. I was also advised that I would not want to do a bingo sheet when unloading the truck at destination by driver. They left to get truck weight and advised they would send me the weight but did not. Hours later, I had to request it. They sent me 11,500lbs. Shocked, I reached out to the driver for an explanation of huge difference in both estimates. The driver would not respond to me or the agent. A reweight and bingo sheet would have to be completed at destination. We reweighed. The driver showed up without movers again spent hours hunting movers down. I explained the bingo sheet had to be completed because the weight difference. At one point the driver’s wife was just checking things off the bingo sheet without validation, I asked her to stop . Driver came in my house cussing and screaming at me and my mother.He refused to stay to complete bingo sheet. He was threatening, hostile, and bullying. Weight came in thousands lighter. And several items damaged at destination. FRAUD- how many customers have been taken advantage of. Spoken to Atlas Customer Service with no resolution except driver being investigated. Movers were sent out to complete the bingo sheet so I could confirm nothing was missing. I expect this to be escalated and some type of accommodation for the anguish this has caused me and my family other than a scripted response

  

  Business response

  08/28/2024

  Our office set up an overcharge file based on the customers comments outlined in their BBB complaint. Please see the attached letter which was emailed to the consumer as well as to *******@evansville.bbb.org.

  This shipment delivered on 8/6/2024, part of the carrier's normal process is for our customer revenue management team audits the transportation charges on every relocation, regardless of a dispute of charges.  once their financial audit is complete, the claims department will be able to finalize the overcharge review.

  Please note, this may take longer than the 14 calendar day time frame outlined in the BBB complaint.

  Please ******* our office directly with any questions.

  Thank you. 

  ******* *********
  Specialist, CCA
  Claims Services
  
  
  (p) ************ ext.: **** #
  
  
  www.atlasvanlines.com
  **** *** ****** **** • Evansville, IN *****
  
  
   OUR MISSION:
  Every day we help you go new places,
  with expertise in moving and logistics,
  bringing the world within reach.

   

  Customer response

  08/31/2024

  
  Complaint: ********
  
  I am rejecting this response because: I talked with several people at Atlas and they do not seem to  be interested in addressing the level of poor customer service that was provided. This compliant is not just tied to providing transportation services from point A to B.  I was treated with the utmost disrepect in my own home, as well as my mother on top of them damagaing over $10,000 worth of my goods. Their response to me was they are not changing their policies to accomodate my poor experinece-anyone can call in and lie.  I have multiple witnesses that were present to the bullying and duress I was put under.  When you are paying this much for a service to relieve the stress of moving- this only added to the stress of moving and now having to deal with this weeks after moving.  This is not what I paid for. I would want to make sure that all consumers are warned about the way they mistreat customers and fraud they allow their drivers to get away with.
  
  Sincerely,
  
  ******** *****

  

  Business response

  09/09/2024

  Our office has been in communications with the consumer. We have tendered offers on the loss/damage claim as well as addressed the transportation charges.  Both of these correspondences are attached.

  We do ask that the BBB close their case.

   

  Customer response

  09/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat (NOT FULLY) satisfactory to me because I am exhausted with the back-and-forth, stress of this whole relocation process provided by Atlas Van Lines and wish to move on because I have contacted Atlas Van Lines multiple times and the business is communicating that they are not willing to do anything else to compensate me for my horrible relocation experience that they provided and are responsible for.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Atlas was contracted to move our belongings from NM to NY and this process began 6/10. Due to Atlas not properly storing/securing our household goods, one of their employees stole our safe on 6/15 which was a Saturday. They allowed an employee who was a convicted felon to be on the business premises after hours and without any supervision. The safe was not reported stolen to the Albuquerque Police Department until 6/21. In the police report, the Atlas employee advised they attempted to contact us which never happened. They called us on 6/21 to advise us our delivery date was pushed back outside the promised window but nothing about our safe being stolen. We reached out to Atlas several times over the next week to confirm our shipment was on track with the updated delayed delivery date and they never advised to us that our safe was stolen. In fact, Atlas did not tell us our safe was stolen until 7/2. Atlas deliberately with-held critical information that would have allowed us to be more proactive to ensuring our identity was protected as we had personal belongings in the safe. Atlas didn't know what was in the safe which should have prompted them to immediately advise us it was stolen. This also delayed the process in the police being able to properly file their police report and begin the process of charging the employee with the theft of our safe. Currently there is a arraignment for larceny and embezzlement on their employee. Atlas failed to protect our personal belongings and failed to keep us informed of what was going on with our stolen items. To date, Atlas has not done anything to address their gross misconduct in the handling of the transportation of our personal belongings. They have only offered to compensate us for the stolen & broken items with daily per diem from the day they missed their delivery window to the date they delivered our belongings.

  

  Business response

  08/08/2024

  We are in receipt of the BBB Complaint for this customer.  Our office has tendered and updated offer per the attached.  If the customer has any questions, they should contact our office directly to discuss.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We went under contract to have our house moved on the 20th of May 2024. Delivery was set to before 31st of May 2024. As a part we also paid additional money for full replacement insurance. On day of pick up the movers asked for a list of high value items. These were put on a separate sheet and the boxes marked as fragile. On this list were 3 high end guitars. After the truck was loaded it was taken to a storage where it sat for a little over a week. On Friday the 31st a new set of movers showed up with our stuff. They hopped out opened the truck and the first thing that came out was our new and now broken DVD case movers said “looks like that didn’t make it” 2nd was an antique checkerboard table the top was broken completely off. 3rd they dropped my 3ft jewelry box on its side in my driveway in front of me and said Ooops. One of the necklace hooks was broken. 4th bolts for my desk and daughters bed went missing and we had to go buy more. Before they left I checked my 3 high value guitars 2 were broken. There is a chip on the head stock. It was hit so hard you can still see pieces of the case liner attached to it. Stress cracks on the neck on both sides by the nut. On the Gretsch White Falcoln Guitar - The guitar was hit so hard the Bigsby was pushed through the top of the guitar rendering it useless. They were both shipped in hard shell cases, with the string tension removed. Triple wrapped with large bubble wrap and in brand new factory boxes with FRAGILE labels on each boxes with arrows pointing up. I filed a claim and they have refused to help with repairs and replacement costs. These guitars are worth roughly $10k. They are not returning my calls. I have asked for someone in leadership to call me back and still no response. This is completely unacceptable. I have sent pictures documenting all of the damage to the guitars and boxes. They were absolutely mishandled in shipping and delivery.

  

  Business response

  06/17/2024

  This claim is being handle by our agent, Shetler Moving and storage. The consumer has agreed to the settlement offer and signed the release which is attached.

   

  Please close this BBB case.

   

  Thank you. 

   

  ******* *********
  Specialist, CCA
  Claims Services
  (p) ************ ext.: **** #
  *********************
  **** *** ****** **** • Evansville, IN 47711
  
  OUR MISSION:
  Every day we help you go new places,
  with expertise in moving and logistics,
  bringing the world within reach.

  Customer response

  06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  they did nothing to cover the damage and advised me they didn’t break the guitars and they must have already been broken  

  they only offered $190 for a dvd holder and a table they broke and for bolts they lost to my furniture making it unable to be re assembled  at delivery  

  it was take  it or leave it. 
  
  Sincerely,
  
  **** ***********

  

  Business response

  06/26/2024

  The consumer signed the carrier's release, which outlines he agreed to Shetler moving and storages offer.

   

  We ask the Tri-State BBB to close this case as the claim is resolved, payment has been sent to the consumer and the claim is closed.

  Thank you. 

  Customer response

  06/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a damage/loss claim with Atlas on 9/21/2023. It’s been over 6 months and no resolution has been offered by them. I have contacted them on average every 2 weeks checking in on the claim. Every time I contacted them for the first 6 months, I was told my claim was with someone different. Over a week ago I filed a complaint with FMCSA. I contacted Atlas again explaining it’s been over 6 months, whereas claims are supposed to be given a resolution within 120 days. A Manager Claims Services responded back saying my claim was now with him and to give him until the following close of business day to review/research my claim and contact me. He did call me within that timeframe. He asked me what would be needed to resolve my claim- I was confused to the question…Resolve it!!! Pay for replacement items required and fix the damaged items! He continued on explaining he didn’t know about options for some of my items so he obviously did not research anything. He asked me for more information on model numbers of items and additional photos again for items. I emailed him back everything and more (such as links to the items or parts themselves) of what he requested. I also had additional questions to him. He said he received everything but needed more time to research. I have heard nothing back for another week. I reached out AGAIN, gave them information on all the damaged things from my claim they wanted to research. I called companies myself to get the information needed such as part replacement costs, availability, installations. I gave all of this information to the Manager Claims Services at Atlas, and they will not reply to me. I have done their research for them. I am still emailing (for written transcript proof) as often as every other day asking for updates. I am being ignored. As a customer I am given the opportunity to claim damage and loss of item. Yet Atlas is refusing to do their part and resolve my claim in any manner. This is very unacceptable treatment.

  

  Business response

  04/03/2024

  Our office tendered an offer to the consumer of which they accepted. Please see attached.

  Based on this information we ask the BBB close their case. 

  Customer response

  04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used Atlas to move from ********** Alabama to ******** Minnesota. Instead of sending a representative to look at my items for a pricing, they had me use my telephone to send information and take pictures of the items that were going to be moved. They used this to give me an estimate. They loaded my items and took them to Minnesota, and I thought (wrongly) there would be no issue. I gave both the driver and the dispatcher (my liaison, who worked for the company) a copy of the parking lot as well as a drawing of my apartment where I wanted things to go. I spoke to management and told them that since Atlas was coming during the day could they oversee things. They agreed. Because they would have to let them into the building and lock and unlock my apartment. When the movers got to my apartment, they moved things in and didn't follow the drawing that I had given them, and items were missing. When I filled out a report, the company attempted to blame me first saying that I packed the items then saying that there was no proof. Of course, that feel apart quickly because of those pesky photos were taken. On top of everything, they have sent me a surprise bill totaling $675. What's great about this is that they say they want me to pay that and if I don't right away, there is an interest charge, but they can go radio silent about my claim and emails.

  

  Business response

  03/14/2024

  The details provided by Mr. ***** on where the shipment picked up and delivered is correct. However, all customers are advised that they are to be present during the entire loading and delivery process or have a chosen representative available during the entire time our crews are onsite. Mr. ***** selected to not be present during the unloading process as he stated, and allowed his property manager to allow the crew in his residence for delivery. According to the crew and driver of Mr. *****'s shipment, the property manager, gave our driver the key to Mr. *****'s residence and advised to return the key when they were done. The crew placed all items in the residence, returned to the property manager's office, returned the key and obtained a signature on the inventories. 

  Unfortunately, in the attached documentation of the table of measurements (list of items to be relocated), and inventory listing; the items being claimed as missing cannot be identified as being part of the shipment. Concerning the television that has been claimed, the stand only was not present at delivery according to our crew and verified as such. A stand can be purchased as a replacement to fit the television which would satisfy the carrier's liability versus replacing the entire television. 

  The additional items that have been claimed as missing are not listed on the origin inventory and verified as part of the shipment. Mr. ***** did pack several cartons on his own prior to the crew arrival, and unfortunately, because these items were packed by owner; the carrier cannot verify the contents of these cartons. 

  Regarding the transportation charges, after final audit of the transportation charges, Atlas finance determined that there is in fact a balance due that needs to be paid for the services provided. Unfortunately, the offer for the claimed loss or damage, has been tendered to Mr. ***** and remains unchanged. 

  Sincerely, 

  *** ********** ******* 

  Agent for Atlas Van Lines, Inc.

  Customer response

  03/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: the driver contacted me to apologize about the lost items and offered to buy a new TV. 

  If you wanted management to stay the entire time why didn't you say something then? Seems pretty deceptive. During the move in ********** when you broke the bedroom fan, I wasn't there the entire time.
  
  Sincerely,
  
  ***** *****

  

  Business response

  03/25/2024

  Our agent, *** ********** is handling the consumer's loss and/or damage claim directly. Their office amended the consumer's offer today 3/25/2024. See attached. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently moved things from California to Virginia. My sound bar, my clothes rack, a mop, and a curtain rod are all missing but the company is refusing to honor the insurance policy on missing/damaged items.

  

  Business response

  02/19/2024

  The claim submitted has been escalated to leadership, and a revised settlement offer as claimed in the amount of $397 will be emailed to Mr. ******** before end of business on 2/19/2024. We hope this resolves the customer's concerns regarding their claim and the service they experienced. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired Atlas International to move our home goods via 20ft shipping container from ***** Hawaii, USA to *********, Nova Scotia, Canada, with a pack and load date of 11/1/2023. At the time I signed the contract, I asked how long it would take for our things to arrive at our new home. I was quoted a transit time of 35-55 days. It was not explained that transit time meant port-to-port, not door-to-door. After our items had been loaded onto the container, I was made aware that our container would not be shipped until 11/30/23. Again, this was not discussed at the time of signing the contract. Atlas also let us know that the estimated arrival of our container to the Halifax port was 2/11/24. This was well beyond the 35-55 days quoted for transit time. We were given a small discount on our shipping and our insurance at that time. On 1/3/24, after I contacted the company to give our new address, we were informed that our container would not arrive in Halifax until 3/15/24. At that time, we pushed the company for a refund. They gave us $1500 in refund. Today, my husband checked in with the company and they now are giving an estimated arrival date to Halifax port of 3/19/24. However, our container is sitting in a port in Singapore with only an estimate on departure that keeps changing. We don't actually know when our container will arrive at the port, and we have been given no details as to how long it will take to get the container from the Halifax port to our home (they refuse to answer that question). We are frustrated and without our entire household of needed items. We have had to replace most of our things at our own cost, and have had very little help from Atlas. We want a full refund of our money to compensate us.

  

  Business response

  02/27/2024

  We apologize for the inconvenience and miscommunication regarding the transit time and shipping date of your container. We understand your frustration and have previously provided a discount as well as a goodwill gesture of $1500. Unfortunately, due to the uncertainty of international transportation, we cannot guarantee the goods to be delivered at a specific time. We will continue to work on providing a more accurate estimated arrival date and will provide updates as soon as possible. We apologize for any inconvenience this may have caused.

  Customer response

  03/08/2024

  I had responded to this complaint. I don’t know why the response wasn’t received.

  We DO NOT accept the company’s response. We still have not received our shipment. And it is well beyond a reasonable timeframe. $1500 does not cover the cost that we have spent replacing our things so that we could live our daily lives in our home. We expect a further refund. 

  

  Business response

  04/01/2024

  We previously provided a discount as well as a goodwill gesture of $1500 to address the miscommunication regarding the transit time and shipping date of your container. Unfortunately, due to the uncertainty of international transportation, we cannot guarantee the goods to be delivered at a specific time. This is why we include specific language in our contract to advise our customers that transportation delays may be possible and outside of our control. We again apologize for the inconvenience and will continue to work diligently to have your goods delivered to you as quickly as possible.

  Customer response

  04/02/2024

  
  Complaint: ********  
  I am rejecting this response because: we did not ever sign a specific contract. And no where in our initial estimate or in the BOL that we did sign, did it state that it could possibly take six months or more to get our shipment. We still do not have a date of when our goods will arrive at our home and have received vague email responses to our continued questions. While the $1500 was a good start, we are seeking a refund of at least half of the fees we paid Atlas (less the $1500 they already sent us).
  
  Sincerely,
  
  *** *****

  

  Business response

  04/25/2024

  We apologize for the inconvenience and miscommunication regarding the transit time and shipping date of Ms. *****’s container. We understand Ms. *****’s frustration and have previously provided a discount as well as a goodwill gesture of $1500. Unfortunately, due to the uncertainty of international transportation, we cannot guarantee the goods to be delivered at a specific time. This is why we include specific language in our Bill of Lading (BOL) contract to advise our customers that transportation delays may be possible and outside of our control.
  
  BOL Section 3.7 Due to the uncertainty of international transportation, Company does not undertake that the Goods shall be delivered at any particular time or for any particular market and shall not be liable for any direct or indirect losses caused by any delay.
  
  We again apologize for the inconvenience.  This shipment has now been delivered to Ms. ***** and our claims team is working with her to process any damage claims she may have.

  Customer response

  04/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  there is no section 3 in the BOL that I signed  I have attached the signed BOL. This is the only BOL I was given to sign.
  

  My complaint of poor communication and mismanagement of our shipment still stands. As it became obvious that our shipment was becoming excessively delayed, effort should have been made on Atlas’s part to find a better/faster route. 

  
  Sincerely,
  
  *** *****

• Initial Complaint

  02/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  7 November 2023, 16 December 2023, 22 January 2024 The money paid was 8033.47 for shipment of goods from Maryland to California back to Maryland. The storage fees were 550.13 of the household goods from roughly august to September 2023. The business was supposed to ship, store, ship, deliver, and set up disassembled household goods. The dispute is the company lost, damaged, and has not paid for the claim submitted with proof to show the loss, and damages. I submitted my claim on the 7th of November immediately in the same business week as my items were delivered. I showed the storage documentation of the missing items of over 15 boxes, the damaged items from storage their prices, and the missing items and prices, and the damage of items already on my property by their delivery team, and the loss has not been paid or acknowledged. I’ve contacted the company ****** about their conduct and was told the 22nd of January that someone has been appointed to handle the claim submitted for the loss and damage of household goods. Nothing has been done, no one has contacted me, and no money has been paid for my loss. Account Order Number ******** 

  

  Business response

  04/01/2024

  The  consumers claim under ******* is being reviewed and we are working with our agent, *********** ******** to try to locate the missing items claim.

  The consumer's relocation originally inventoried under order is ********* loaded direct on 8/5/2023, in ******, MD, placed into dest. storage at ****/*** on 8/26/2023. Which was destined for California. 

  While the consumer's shipment was in storage in California, the consumer never received delivery.

  Rather while shipment was still in dest. storage at *************** in California. ****** relocated Mr. ******** back to Maryland. A new relocation was registered under ******** and the goods out of storage on 10/13/2023 and delivered on 11/7/2023.

  All items the consumer claimed are missing, as the carrier, we wanted to all efforts had been made in trying to locate the items.  An offer will be tendered to the consumer no later than EOB Wednesday 4/3/2024.

  Thank you. 

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  The movers also damaged goods in my existing home, they were notified that the furniture was broken in the home when items were placed as well as my electronics. 32in tv is not working 60in tv is not working, scratches and dents to walls that were newly painted, broken items in home when boxes were placed at residence. The team that took away items also caused scheduling problems when they lied about the date of pick up, which was never addressed. They lied and said they couldn't pick up the furniture to the business, then went to schedule with me the pick up date separately. This was not formally addressed they tried to be paid twice for cancellation and for the work on the weekend that they themselves did. The team that delivered the furniture was a different team so the storage that was lost in-between pick up, storage, and delivery is between those three entities. I contacted all parties of Atlas and they were aggressively unavailable to address any liability from November until BBB got involved, and I also had to contact Boeing for their business practices of hiring a company with such fallace practices of displacing liability onto the individual paying. The damage was not only of the goods, also the household the good were delivered too, compensation is not only for lost items because of the bad practices of the professionalism and lack of acknowledgement. The additional damage to a property that's a standing existing structure is not being acknowledged on top of the damage and loss of household goods paid for. 

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

  

  Business response

  04/03/2024

  Attached is the carrier's settlement offer and release which was also emailed to the consumer yesterday 4/2/2024.

  We have also attached the consumer's original legal claim. There is no television listed, each item claimed is addressed in the offer.

   

• Initial Complaint

  01/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was relocated by my company to Washington from California. On delivery of items boxes that were marked fragile where damaged and items inside where destroyed. Also a lot of boxes were missing and never delivered. Items damaged/missing equal to about 7k. I submitted a claim on 10/17/2023. I let a couple weeks go by giving some time to reach out. I tried calling to let get an update and they said they would have the person assigned (**** *******) and she never did. I called her number and used her extension ***** ******** #**** and it went to voicemail multiple times. I left detailed messages about the situation and left a call back number. She never reached out. I also went through their website and requested an update and they just emailed me back saying someone will call you soon. It’s been about a month said I received that email. I need your help.

  

  Business response

  02/01/2024

  Our office, Atlas HQ in Evansville In, does have the consumers claim.

  It does appear the BBB complaint originally filed in December/2023 was sent to the wrong carrier originally then sent to our office on 1/2/2024.

  On the same day 1/2/2024, our office did speak with the consumer asking for support of the claim, and followed up with an email on the same day.

  A follow up was sent to the consumer on 1/12/2024, of which the consumer still has not responded and sent in requested information. 

  At this point our office is awaiting the information from the consumer on his claim. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is reference to claim number ********. Atlas World Group is not responding to claim I made In July 2023 per their website instructions. I have been emailing and phoning the 800 number. The representative assigned to my case does not respond to emails or voicemails. They will not share any of the repair reports from their third party repair team with me. Not all items were repaired to "as is" state. I am seeking to define the settlement of the my personal goods that were damaged during a move.

  

  Business response

  12/26/2023

  The consumer has agreed to the carrier's settlement offer per the attached. and payment will be processed via direct deposit. Since this consumers claim is resolved we ask that the BBB close this case.

   

*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. ↩