ComplaintsforAtlas Moving Systems

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware Atlas Moving Systems. We contracted them to move us from Denver to Houston. The day of pickup our original price was increased by 60%. Apparently 4 wardrobe boxes occupy almost 700 cubic feet of truck space according to them. After pointing out this didn’t make sense their representative told us if you don’t like it you can cancel and not get your deposit back. After agreeing to the ridiculous new price we set a delivery date and on the day of delivery they claimed the truck had mechanical problems and the delivery date was moved back two days. Here we are on the delayed date and no one showed up and no one has answered our calls. Avoid Atlas Moving Systems at all costs.

  Business response

  10/04/2023

  Dear ******* * ********* 
  We are very sorry to hear your pierce unexpectedly increased. 4 wardrobe boxes do not occupy almost 700 cubic feet but additional items do. The price estimated is based on the itemized list you provided your representative, the price is calculated based on the items and the space those items will take once loaded on the truck.  Per your estimate, “Total charges will increase if you order additional services, if cubic ft increase or if you add additional items. You are responsible for any price changes.” We reviewed your initial inventory list, for a total of 139 items (please see the attachment), then we reviewed the number of items listed on your final inventory sheet (from pick up), a total of 183 items were loaded. When additional items are taken, the price is very likely to increase because more items conclusively use more space, the price increase depends on the number or dimension of the additional items taken. For example, a couple more boxes may not change the price drastically but 44 items, such as your case,  can definitely impact your grand total. Please be considerate, if you are taking additional goods this also means the movers are doing additional labor, and also taking additional time to complete your move. There is a great importance to listing all the items you are taking because your move is coordinated prior to your move date, your goods are scheduled to ship on a certain trip/truck but if your volume changes this means your goods will NOT fit on the truck as scheduled. We work with shared trucks, you are scheduled to ship out along with other customers, if your move drastically increases, this means you will need to wait on the next available truck with enough space to fit all your goods in a single trip. Worse yet, if you are scheduled on a specific truck, your delivery may delay other customer’s deliveries because their items will not fit as scheduled because you decided to take additional things on the day of the move. Your increase in price does not benefit us, on the contrary, it causes last minute changes and delays that many times we cannot easily recover from. Your requested delivery date was September 29th, your delivery was originally scheduled on Sunday but due to a misunderstanding between our dispatch department it was completed yesterday. Due to this misunderstanding, we can gladly offer you a refund of $150. Again, per your contract agreement, delivery can be on or after the date you requested, we have 1-21 days to complete your delivery starting from the date you requested, specifically for reasons previously mentioned, last minute increases. We hope you will understand that there is a process and logistical procedures that are carried out behind the scenes that you may not be aware of.
  
  

  Business response

  11/01/2023

  Dear ******* * ********* 
  
  Clearly there is a misunderstanding in reading previous responses, we mentioned there were additional items taken aside from the 4 wardrobe boxes, we never mentioned we fit items in the wardrobe boxes. Each wardrobe box takes up 25 cf, a total of 100 cubic feet for all 4, but in addition, other items were clearly taken considering you listed 139 only. Needless to say, customers are responsible for any price increases if they use additional space or require additional items, we are not responsible to refund you for the additional space you used. We will be happy to grant you a total of $250 as a courtesy to ensure you are satisfied with the resolution under the understanding, the additional fees are in compliance with the Terms & Conditions you agreed to before and on the day of the move. Please let us know your thoughts. 
  

  
  

  Customer response

  11/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  Atlas moving systems says the additional items occupied 750 cubic feet of space, I vehemently disagree. I have been defrauded by atlas moving systems and will not remove my complaint for anything less than the amount I was defrauded.
  
  Regards,
  
  
   
  

  Business response

  11/20/2023

  Dear Complaint Handler,
  

  We have addressed and explained this customer’s response repeatedly, every issue brought up has been addressed accordingly. ******** insists he was “defrauded” by our company, however, his attachment ************** ******** ********** reflects a total of 71 boxes, you can see in the “AC602748 Billingsley Box Inventory_1” attachment there are 82 line items indicating those are all boxes that were loaded, with this alone, we can confirm the customer took additional items. We also adjusted the rate on the overload of cubic feet at a discounted rate in efforts to alleviate the price increase, and in addition we offered a courtesy credit of $250.
  

  The customer has been intending to absolve themselves of their responsibility in this matter, but we found the following in our records:
  
  In the Next Day Post-PU Feedback Call, the customer stated  “I had also made several changes to the quote and that was not updated, so they arrived with outdated information.” However, our system shows that her booking representative sent an estimate on the day of the move, August 20th, and she signed this estimate (please see the *********** ****** ******** attachment with time stamp included). If the information was outdated, she could have informed her representative to send an updated estimate but this didn’t happen. 
  The foreman wrote the additional items on the paperwork * ****** *** ******** *********** ********** ***** ***********, the customer did not only add 4 wardrobe boxes as he has been stating. In this page, you can also see, the items on the inventory have been checked off meaning all of these items were loaded. 
  

  According to the foreman, additional materials were used, and 6 wardrobe boxes (we charged for 4, 2 were free of charge) please see the Packing & Materials Price List page attached to confirm this. On the bottom of this page, you will find the items that they used the shrink wrap for. 
  The foreman also stated that the customer took a wheelbarrow that was NOT on the original estimate, this is considered a bulky item, we did not charge a bulky fee but this is a spacious item, in addition to the additional boxes, wardrobe boxes, the additional space used does add up. We also have to consider the multiple bikes loaded, these types of items cannot be perfectly stacked. 
  
  Furthermore, the contract states that “Total charges will increase if you order additional services, if cubic ft increase or if you add additional items,” all 3 scenarios applied for this customer, materials were used, cubic feet increased and additional items were taken, it is unrealistic to believe the price would not change when additional services/time/labor, and materials were needed. 
  

  We are asking this complaint be closed as we believe we’ve done our due diligence to investigate this matter and have been able to prove the additional fees applied are 100% reasonable. 
  

  
  

  Customer response

  11/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  We do not dispute that additional items were moved. We dispute the amount of space those additional items occupied on the truck. I have detailed in previous responses my reasoning.
  
  Regards,
  
  
   
  

  Business response

  12/04/2023

  This is our 6th response addressing each of the customer’s concerns. In our responses, we have explained and proven the customer has been dishonest within this complaint, as he initially mentioned “Apparently 4 wardrobe boxes occupy almost 700 cubic feet of truck space” but they did not just take 4 additional wardrobe boxes, they took 6 and more items in addition to all the items they put on their inventory. Also we have shown on their Packing & Materials Price List they were only billed for 4/6 wardrobe boxes, that alone is a $50 discount.  We have been transparent about what they took and the charges pertaining to their move. We have offered a $250 courtesy credit and that is the most we will offer, this is more than fair and we are asking this complaint be closed as we have done our due diligence to get this resolved but we are unable to offer further compensation.
  
  All the best!
  
  

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  Atlas Moving Systems claims that my complaint is dishonest. It is not. I am not looking to profit from this complaint. The only reason I initiated this process was to hopefully warn others of Atlas Moving Systems fraudulent business practices. My reasoning for the complaint has already been detailed in previous messages. I am upset that I was defrauded by Atlas Moving Systems but I have no hope to recover the funds they have taken from myself and my family. I can only hope that this complaint will shine a light on Atlas Moving Systems.
  
  Regards,
  
   
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We received an estimate, paid the deposit of $450 via credit card, and the origin payment of $1127.40 via money order, of the total 2329 as per the contract. We have the destination portion of $751.60 ready as per the contract via money order. The company picked up the stuff 4/14/23 and it was to be delivered at the latest date 21 days after. We were ready to receive the stuff the entire time, as we were loosely told it would arrive 4/22/23. They then tried to charge storage fees, were non informative the entire time about where my stuff actually was, and we are still waiting for the delivery 5/23/23. They are telling us now they cannot bring it to our door as well (when it was contracted as door to door service). They are also saying we need to unload it from the semi, when the contract directly states door to door service loading and unloading included. They have changed the delivery date 3 times in the last week. We would like to actually receive my stuff first of all, and are requesting a significant refund as we have had to spend extra money renting trucks, taking time off of work, and hiring someone to help unload the stuff as I cannot do it myself.

  Business response

  05/31/2023

  Dear Lauren, 
  We are very sorry to hear you are experiencing issues with your delivery. 
  After carefully reviewing your account and paperwork, we can see your requested delivery date was April 22, this is not a guaranteed delivery date, this is your first available delivery date and this means the goods can be delivered as of this date. Per your contract “Delivery time is estimated between 2-45 business days from the first available delivery date provided by you”, usually, we are able to complete the delivery within 21 business days. Your goods remain in our warehouse at origin until a truck is available, your goods were loaded and shipped out on May 14th., due to the distance of the move, delivery could be within 5-7 days once the goods are shipped. There are a few factors that can determine how soon the delivery is completed which may be the reason why the date changed; the driver will complete other deliveries along the way, weather conditions, breaks based on the driver’s log book. Per your driver, he is to complete your delivery today or tomorrow, Thursday May 25th. 
  If there is limited or restricted access for a semi truck, we suggest a shuttle in order to safely complete your delivery. This is a door to door service, if your goods cannot be delivered in a semi truck we can do so in a shuttle (smaller truck). If a customer refuses the shuttle service, which looks like it was the case, we cannot proceed in a semi truck because the driver can not take the risk of damaging any property or override any laws or mandates established (access is restricted in certain cities, areas, or hours). The purpose of this service is to unload the goods onto the shuttle to access the delivery location then completing the delivery, doing so doubles the labor and time therefore there is a fee that applies (also stipulated in your estimate and paperwork). If you refuse the shuttle service, we do offer 2 options: you can rent a Uhaul and we will unload the goods on the rental or you can use a personal vehicle to transport the goods to your destination. We did not refuse to complete the delivery to your door, instead, provided different options because you were not expecting to cover a shuttle fee. However, the driver did provide a discount of $250, sadly, we are unable to offer additional refunds as we have not breached the contract, your goods were delivered within the time we stipulated and due to limited or restricted access had to resort to using a shuttle. 
  We hope this explains the planning and coordination that takes place while your goods are in our care. 
  All the best!
  
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We moved our furniture and boxes from Spring Texas to Roseville California. Movers picked up our stuff on January 29, 2023, and informed us that they will deliver on the 4th of February. Later they stated that they will deliver between 7-10 days. Then they stated they will deliver within 21 days. 2 weeks have gone by and then they said it will be 21 business days. They keep changing their information and charging us extra to what they initially told us from the beginning. We try to contact someone in their Administration to assist but everytime someone new gives us different information. We have seen their reviews of the furniture being damaged with other clients and they do not pay them or approve the claim. At this moment I don’t know what to do I have not received 1 honest confirmation and I don’t have any furniture. Reference number for the service is 3036160. Please help

  Business response

  03/07/2023

  Dear Mr. ****** & Complaint Handler, 
  We are sorry you did not receive your delivery in the expected time frame. 
  Our goal is to deliver your goods as close to the delivery date you requested, the date requested is not a guaranteed date, this date can vary depending on multiple factors:
  
  
  Driver/truck availability
  First Available Delivery Date (FAD)
  Load size

  
  Our logistical team schedules loads based on truck and driver availability, however, in order to ship out a load we must first confirm the 53-ft truck will be fully loaded, this is a shared trip, all customers who are scheduled to be loaded combined must fill up the truck. At times, the loads that will complete the trip are all set to go but we are waiting on the driver to head back from making other deliveries. Your load alone took 600 cubic feet only, this means that if we did have a truck available but not other customers heading in the same direction your load does not fill up an entire semi truck, we can’t ship it out. Shared trips are cost effective for both the company and customers, especially for customers with small loads, a dedicated truck would cost thousands of dollars for customers. We always try to deliver the goods within 7-10 days from their requested date, majority of the time we do  but due to these factors, we can not always meet this time frame, this is why our contract specifically states that deliveries can take “Delivery time is estimated between 2-21 business days from the first available delivery date provided by you.“
  If your load is in transit to be dispatched but not yet scheduled, we are unable to provide a specific shipping date, especially if a driver has just begun his trip or if he has other deliveries to be made along the way. Although we sympathize with you about how the information was handled, and our process was not thoroughly explained for you to understand these timeframes, we do not find it fair that you make false statements. We reviewed your account, you spoke to Stephanie on February 18th, who confirmed your goods would be shipped out that upcoming week on Tuesday, she followed up on Monday to confirm that the goods were actually shipping out Wednesday to which you responded “Thank you Stephanie for the clarification and your email.” Your goods as promised did ship out on February 22nd, on this date, Kevin reached out to you to let you know that according to the driver delivery would be mid-next week. The driver contacts you directly once he is closer to the destination to confirm a delivery date and time frame. We have tried to provide you with your delivery status as information becomes available, we have done our due diligence by following up with you constantly, you spoke to someone on February 22, 26, 28th (on this date you were confirmed delivery would be Thursday- Saturday, and you spoke to someone on March 1st and 2nd. You filed this complaint on March 1st stating “I have not received 1 honest confirmation” but you were, and you were provided with the correct update. 
  Additional charges were generated due to additional space your items required on our truck, during your reservation you are advised the estimate is close for the items listed in your estimate, but if additional space or services are required, additional charges are generated, this is also stated in your contract under the “ADDITIONAL FEES” section of your estimate. Our company does not purposefully add additional charges, on the contrary, if you use additional space this means other loads scheduled to ship out along with yours are compromised because you are using additional space, space that may have already been reserved for a different customer, this is the reason we must charge for this space. Also, additional services at delivery may also apply, for example, if the delivery is to be completed at an apartment complex the chances the movers will use an elevator or stairs is very high, the movers must carry the furniture from the truck- elevator/stairs- into the apartment then it is consider additional service. If the customers carry the furniture more than 100 feet from the truck into the house/apartment, you will be charged because they have to carry heavy furniture for longer periods. All of this is disclosed prior to  your move, it is on your estimate, and it is mentioned during your QA call 2 days prior to your move, including delivery timeframes.
  Again, we definitely understand your frustration in this matter, however, you do not qualify for a refund on matters that were covered with you prior to your move, delivery timeframes were also explained and disclosed prior to your move, as well as additional fees. However, we do apologize for any inconvenience this may have caused.
  

  
  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Atlas Moving Systems in November 2022 to provide interstate moving services to relocate my family from Denver, CO to Vienna, VA. Our pickup date was 12/16/2022 and our eventual delivery date was 1/6/2023. The company loaded the moving truck that delivered my possessions in an irresponsible and unsafe manner that resulted in hazardous and dangerous conditions on the roadway and upon arrival at my home. My possessions were loaded in the back half of the tractor trailer behind the possessions of another customer in the first half of the tractor trailer. The other customer's possessions included a motorcycle that was improperly secured and still had gasoline in the fuel tank. When the truck arrived, the motorcycle was lying on its side an gasoline had spilled all over the interior of the moving truck and all over many of my possessions. The movers loaded the possessions into my home without care or concern for the smell of gasoline which caused dangerous fumes to be spread throughout my house. It required immediately unpacking of boxes and deep cleaning of my possessions and home to remove the damage caused by the gasoline fumes. This irresponsible behavior by the moving company could have had even worse consequences had a spark ignited gasoline inside of the truck or during move-in. Additionally, throughout the purchasing and moving process, company representatives conducted themselves with misleading practices from initial sales activity to communication on pickup date and delivery date in an unprofessional manner while continuously making false claims and false representations. I was misled during the moving estimate process to believe that 1500 cubic feet was "the absolute maximum of possessions that I could possibly have for the size of our house" and that the dollar estimate given would be a "worst case scenario." My move turned out to be over 2100 cubic feet total and my final cost was 52% higher than the estimate provided and amount that I had budgeted.

  Business response

  01/23/2023

  We are appalled to hear about the gasoline spill over your furniture. We have strict rules regarding loading certain items, such as, motorcycles, propane tanks, alcohol, live plants and such, our customers are responsible to empty out the gas tanks if they will be moving a motorcycle due to liability reasons, as well as, spillage. We take responsibility for this mishap, our movers should've checked prior to loading this customer's bike from the very beginning. You are qualified to submit a claim for the damages that may have occurred on any of your items, we are sending you the link via email, we suggest you take a list of the items involved as you can only submit one claim for your move.  We appreciate you taking pictures of the damages as this will help as proof when your claim is submitted, this will also help us to use as reference to push our movers to pay close attention and fully check these types of details before proceeding to load these items. 
  Moving on to the additional space required for your move, your initial estimate is based on the list of items provided to the representative during the reservation process, the description and dimensions of the items will give us an accurate idea of the total space required for the items listed, your quoted price is not guaranteed price nor is it a "worse case scenario" price, our 1- page contract is pretty straight forward and advises that in the case additional space or services are required these are the shipper's responsibilities, the grand total is based on space used by these items. In your case, your itemized list was for 190 items, based on your inventory list, the items were listed from 1-269, this confirms additional items were loaded. Now that we have confirmation of additional items, other things to consider as well, what were these items? Size? Dimensions? Bulky or not? If you added additional items on the day of the move, you can see how the original price quoted could not have been for “worse case scenarios” when 79 additional items were taken, and as a result, 614 additional CF were required by the time these were loaded, a total of 2100 CF, this doesn't fit the “"the absolute maximum of possessions that I could possibly have for the size of our house” narrative. As quoted in our contract, “TOTAL CHARGES WILL INCREASE IF YOU ORDER ADDITIONAL SERVICES, IF CUBIC FT INCREASE OR IF YOU ADD ADDITIONAL ITEMS. YOU ARE RESPONSIBLE FOR ANY PRICE CHANGES”, unfortunately, we cannot be held responsible for additional costs generated by additional items you intentionally/unintentionally may have decided to take. 
  Once again, we are very sorry for the gas spillage on your items, we look forward to working with you through our claims department to reach a resolution.
  
  

  Customer response

  01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  While I appreciate the acknowledgement of the gasoline spill as an egregious act, the company appears to simply be pointing to the claims process as the only offer of support or reconciliation for the unfortunate and unsafe service provided. I have initiated the claims process for specific damages from the services rendered but that will not address the dangerous situation that we were exposed. If the company is truly appalled by the situation, then it would be most fair to offer reimbursement for the services paid beyond the claims process.
  
  Regards,
  
  
   
  

  Business response

  01/27/2023

  Dear Mr *********, 
  We take responsibility as this was a neglectful act under our duty, you are being redirected to our claims process as gasoline spill caused damages to your goods, the claims process covers damages and broken items, this is considered to be one of those situations. Although we completely understand this could’ve quickly turned to be a dangerous situation, we must follow protocols, these scenarios are to be submitted through our claims process and seek compensation through there. As a courtesy, we can offer to provide a refund of $350 via PayPal to the same account the initial deposit was covered, but any further compensation can be seeked through our CSI department or your homeowner’s insurance if you prefer. We hope you can understand there are processes we must follow and these need to be carried out through a specific department. Please let us know if you would like us to proceed with this refund. 
  
  

  Customer response

  02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I will await the results of the claims process prior to resolving the complaint and determining whether to accept the company's offer or not. From my perspective, full reimbursement for the services purchased and rendered is the only appropriate way to reconcile the dangerous situation that my family was exposed to. I paid over $11,000 for the services provided so $350 does not seem like appropriate reconcilation until I see the results of the claims process.
  
  Regards,
  
  
   
  

  Business response

  02/10/2023

  Dear Mr. ********* and Complaint Handler, 
  
  As we have addressed in our previous response, the claims department will assess the damages that the gasoline may have caused or any damages that may have resulted during the move. Your claim will be assessed based on the Basic Liability Coverage included in your service, not under full value or extensive coverage parameters. Please mind you could have purchased extensive coverage prior and during your move, but you still signed for the Basic Liability Coverage, this is what your claim will be assessed under.  From our company’s perspective, although it was a thoughtless action, your case does not qualify for a full reimbursement of a service that was completed. Our movers worked hard to load all of your goods onto the moving truck, they took time to unload the goods in our warehouse, your goods were shrink wrapped in a bulk, your goods were reloaded onto a semi truck, then unloaded for final delivery, as you can imagine, this took arduous work, not to mention, the driver’s time, fuel and other expenses that come with completing a single delivery. Your goods had gasoline spill on them which may have caused damages, the goods were not drenched in gasoline but if it had been the case, we strongly believe that as an honorable family man, you would’ve kept your family far from imminent danger and you would not have exposed them to the dangerous situation had it been the case. A human mistake is not a ticket to a charge- free move. We have proved our willingness to assist you along this process, with this being said, requesting full reimbursement is a very bold, retaliatory, and ambitious petition, unreasonably really. Our offer for $350 as a courtesy still stands, please advise if you wish to proceed. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Moving truck caught on fire and 90% of our belongings were lost. We are tired of fighting with insurance to get the case settled. Atlas contracted another company but their insurance says it’s Atlas’ responsibility. Atlas won’t respond to us. We want the insurance claim finalized and our 7000 back.

  Business response

  10/07/2022

  Hello Mr and Mrs *********

   

  we would like to apologize for the delays with this claim, we were not aware of the mishandling of the situation by the insurance company. We have now stepped in to make sure things are moving in the right direction. We will keep you informed every step of the way. We are working on closing out this claim and getting your money asap. 
  

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired Atlas Moving Services to move our things from Houston, TX to Washington DC for $6,000. The movers arrived in Houston, TX to pick up our things on 5/23/22. Today is 7/1/22 and we still do not have our furniture nor know where it is. Every time we have contacted the moving company, we are told our items are on the truck en route, however, they have been telling us this for 3 weeks. Per their terms and conditions, they have 21 business days from our anticipated delivery date to complete the order. It has now been 24 business days and we still do not have a clue as to where our items are. We feel that we have been scammed and that we will never receive our items. We need assistance on this matter as quickly as possible.

  Business response

  08/09/2022

  Mrs *******,

   

  We would like to express our sincere apologies for the inconveniences you have experienced while using our services for your cross country move. We also want to thank you for the opportunity to do business with you. 

   

  Unfortunately, there is a process behind dispatching each load and factors that can determine how soon we are able to dispatch your household goods. Your paid for a “shared van move” with multiple trips heading your route, therefore, the turnaround time frame can be anywhere from 1 to 2 weeks to dispatch your items. For this reason, the contract does state "Delivery time can take  between 2-45 business days from the first available delivery date provided by the customer. We consolidate your load with other loads that are heading to same direction on the rout and can send the truck out only once it’s full to capacity which is 4200 cf. your load only took about 1000 cf of space on the truck which is only a quarter of the truck so it took us longer to completely fill up the remaining space in order to make this move affordable for you, this is why we have the “shared van” option. Otherwise clients would have to pay for a full truck which would make it more costly. 

  It is also important to mention that we work based on truck and driver availability, at times, we are unable to ship the goods right away because we are waiting for a truck to head back from completing other deliveries. Our goal is to deliver your goods as soon as possible, however, this has been more challenging considering the size of your move  We hope this helps you better understand what happened. 

   

  All the best!

  
  
  

• Initial Complaint

  11/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Atlas Moving Systems to take my furniture to Florida. The furniture arrive damaged, some pieces irreparable. The movers unwrapped furniture and valuables I had personally purchased wrapping (bubble wrap, moving blankets, plastic wrap) and shoved the exposed furniture into storage, even after my request to leave the items covered and protected. The movers tried to keep my blankets until my husband intervened. My bookcase never arrived to the destination and is still missing. Supplies I had for my company went missing, as well. Nearly every box has shattered glass and ruined valuables from mishandling. The damage is in the thousands and likely will never be compensated (most cannot be replaced) I am devastated by Atlas’ disrespect and poor handling of my valuables when I hired them in good faith that they would do a good job. This is a horrific experience with a company that should not be in the moving business.

  Business response

  10/11/2022

  BBB Case # ********   - Atlas Moving Systems
  
  Customer Information:
  ***** ******** **** ******* ****** ***** ***** ** ***** ******* ****** ***** ******** ******* ***********************
  
  
  Atlas Moving Systems Response:
   
  Dear complaint handler and ***** ********* 
  We are sorry to hear that your furniture was damaged during the move. Our company always strives to ensure all your goods are delivered in the same condition we picked them up.
  When any damages happen during your move, we always advise you to submit a claim for these items, unfortunately, we dont show any records on your account of you reaching out to report these damages, otherwise, we could’ve worked with the claims department directly and  ensured your claim was moved along quickly. It is not usual for us to deliver your goods incomplete, but if there are any missing it is likely it was left behind in our warehouse by mistake, if it had been reported the customer service team would have reached out to the warehouse to request the search.Nevertheless, we have sent you an email with the claims process,  we suggest that you include all of the damaged/broken items because you can only submit a single claim for your move.
  We will be forwarding this for review to our dispatch department, this will help us prevent this from happening in the future, we always strive to ensure all your goods are delivered in the same condition we picked them up. Once again, we are sorry for any inconvenience this may have caused.
  
  
  

*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. ↩