Atlas Van Lines Reviews

APPARENTLY, there's a TX driver shortage. They knew this when they gave us our timeline. It has impacted both my work and my husband's work in SEVERE ways. We have bounced between 6 different hotels just trying to stay in a bed instead of sleeping on the ground in an empty house. We've called and begged for them to PLEASE just DELIVER OUR THINGS. But all they can tell us is that there's NO TIMELINE FOR WHEN OUR STUFF WILL BE ON A TRUCK.

They are in violation of their contract, unwilling to help, and essentially torturing us. WE JUST WANT OUR THINGS. We are at our wit's end and don't know what to do. If I could give a lower rating, I would - that's how terrible this entire experience has been. We REGRET using this service so much. PLEASE save yourself the sheer stress and unhappiness this horrible company has caused. We've filed a BBB complaint and frankly, we're willing to take this further if necessary. They've, in essence, stolen from us and are now holding our items hostage.

Original Review: June 24, 2021

I booked with Atlas Van and paid a fully refundable down payment of $742.00. The move was permanently cancelled around June 10. My money was to be back in my bank account in 24-48 hours. As of June 24 it has still not been refunded. I’m very concerned that I have been scammed. What recourse do I have? Sue **

Then on moving day they claimed that they didn’t know they were supposed to pack my stuff. Even though there are packing charges on the quote and they had me reserve the loading dock at my apartment for 6 hours. Perfect amount of time to pack up a 1 bedroom and load it onto the truck. Excessive if you really think I’m going to have everything packed. Of course that would cost me about $2k more and I was in no position to decline since this was discovered on the day that I had to be out of my apartment. Classic bait and switch operation. My final quote included lots of hidden fees and totaled $10,500. I was told that they saved me money by just charging me a full pack and not a custom pack. I argued that nothing was custom packed and they said custom pack refers to a partial pack. So apparently somehow a partial pack costs more than a full pack. What a scam.

Next is delivery. I still don’t have my things. They give you a 3 week window for delivery time and at the very end of my 3 week window is when I start my new job. I asked if there was any way I could get it before the end of the window. I was told that they most likely could get me my stuff within 2 weeks and it shouldn’t be a problem. Of course this was a lie and I’ll be at work on the delivery date. I asked what my options were and basically they will not work with you at all for delivery. I was told that I will have to put my stuff in storage and pay weekend overtime charges for a weekend delivery. This will cost me over $2500.

So now I’m up to $13000 and I still don’t have my stuff. I was told that they could try and delay delivery for a few hours until I return home from work, but they would have to “beg the driver” to do so and it would still cost me $500. Never heard of a moving company who has to bribe their own drivers with their customer’s money. How shady can you get?

I’ve sent numerous emails and called multiple times just to get updates on things. No one actually tells the truth. Eventually I contacted the 3rd party company doing the moving myself just to get truthful answers - essentially doing Shetler’s job for them. I even was transferred to Bob Shetler himself and left him a voicemail. My call hasn’t been returned and it’s been 2 weeks. Although at this point I’d expect nothing less from this sketchy company he’s running. The saddest part is that they have the BBB stamp on their website. I have to wonder who they bribed to get that... If you enjoy being ripped off and getting zero customer service then by all means use Shetler moving. Otherwise stay very far away.

Atlas decided AFTER packing our home to take on someone else's load after ours, and told us they would now not be arriving for another WEEK! I had to get the keys on Friday morning, and now am having to extend a hotel until they decide to show. We have no beds, no cribs for my twins, no furniture, NOTHING and my daughter starts at her new school Monday and my husband starts his new job Monday, with non of his work clothes, that were packed.... Listen, I understand it's a moving company and things happen....but please don't tell me you're going to arrive Saturday to deliver our whole life, and then extend the delivery date several days when I'm in a new state with my children with nothing.

Please be more honest and punctual to allow those to prepare and to know exactly when to expect delivery. I've spent a lot of money getting duplicates of things I need, that I won't need when our things arrive because I figured we'd be fine for 3 days to get and had them all packed away in the truck. I'm an owner of companies and feel this is very unprofessional.

A few weeks later I receive an email from Jenny and introduces herself as the customer service representative taking over my move. When she connected in early May, she told me that pick up would be June 19th and delivery between June 22nd - July 1st. She calls me back to inform me that pick up could be between the 18th - 20th of June, but will call on the 17th to give me the confirmed date and time.

I called her on Monday June 15th, but did not get a response until June 16th because she was out of office on Monday. She informed me that the movers will be coming June 18th between 8 am - 10 am to pick up my stuff from central PA. However, the movers called me June 18th at 8:30 am to tell me they were just leaving New Jersey. They arrived at approximately 11:30 am and apologized for the delay. I had to take leave from my job earlier than expected to be available for pick up. The movers made a comment that my stuff won't be delivered till after June 26th.

Suddenly, I get a call from Jenny who called me to tell me that my stuff would not be delivered till between June 27th till July 1st. So I had to tell my new job that I might miss my first day of work which would be taken from my paid vacation time. Jenny told me she would call me on June 26th to give me the update. Today I received a call from Jenny that she will call me on Tuesday June 30th to update me. I told her that is unacceptable - I at least expected the movers to make delivery by June 27th. Of course they weren't, she told me the movers were still on the East Coast making deliveries.

If they knew their schedule months in advance, why did they put me in this situation in which they knew delivery would actually, most certainly be closer to July 1st and not June 22nd (which was inflated to make it seem like it might actually be delivered that early or even any day before July 1st). I am currently living on the floor on an air mattress with a toddler for two weeks. We have no furniture and sit on the floor to eat.

Jenny, pointed out that I signed the contract and thus agreed to the terms. I informed her that Jared assured me the delivery would be earlier. I told Jenny that my work schedule conflicts with delivery, she threatened that if I did not make myself available for pick up that they would put my stuff in storage. I asked to talk to someone in charge, Jenny told me it was out of her hands but I could talk to Jared. I called Jared without an answer and left a voice message asking to call me back.

Ultimately, I'm sure they deliver promptly for some of their customers (such as the deliveries they are currently making with the van that has my stuff on it in the East Coast while I sleep on the floor in an empty apartment without even a table to eat at with my toddler). But when it comes to a distance (Central PA to Central Indiana) they are atrocious and management is very rude.

The Atlas Moving company lost three boxes of dolls and damaged HTF office desk, lamps, Collectible doll furniture, computer and end tables. We started a claim in Nov 2019 and as of 1/16/2020. We contacted the Weichert workforce mobility company that hired this Atlas moving company. We worked with them a couple of weeks and they couldn't get the ball rolling. They were like, "Well, the AMV company stated you didn't fill out some high-value sheets." I never received this sheet. Almost everything in our home would be listed as High-end? I own 32 pairs of Miss Me Jeans and $300 a box wouldn't cover that. The flat Panels (Samsung Curved 65-Inch 4K Ultra HD Smart LED TV) 9 Samsung PN51D490 51-Inch 720p 600Hz 3D Plasma HDTV) 9 Samsung Electronics QN75Q7F 75-Inch 4K Ultra HD Smart QLED TV) And a new another Smart T.V. only 50in, I guess the Survey guy didn't care about our belongings to have the move to go smoothly.

This company should be SHUT DOWN. They should have customers sign a waiver to opt-out of instead of saying they emailed. Sure enough when my husband looked back into his old emails, there it was. We were in another stated looking for homes with a lazy company. Yes, you have it, the Weichert company was the company being used to relocate us. I have never heard of a company that sells a home, have seekers call in a day before to get an appointment to see a house and then a systems call you the next morning to make sure you still want to view homes. You must go out and look at the homes a day before and get a list of what you want to see. WTH, to me they were not hungry to sell a home. In OKC you just call a realtor and they are on you like your shadow.

My husband's company is now looking into this mess of them not paying the full value being it states full value in the contract for a cooperate move. Yes, they offered us a low ball of $1600 to replace what was damaged and $300 each for the missing boxes that had over $36000 of COLLECTIBLE INTEGRITY TOY FASHION ROYALTY DOLLS AND THE HIGH-END DOLL CLOTHING THAT YOU CAN'T BUY ANYMORE. They stated we failed to fill out a High Dollar foam. LOL, Really? What the heck was the survey of the guy walking through our home for?

This guy must have been new. He didn't order CRATES for Flat Panels. He didn't order some special bolts for a Samsung Washer and Dryer sets. Get this, the guys were loading our Flat Panels in boxes boxes for a mattress. I asked what they were doing and stated they must be crazy. The driver had to call in an order to locate a local person to come out and create the panels. Then the washers the same man had to return the next day to do the washers. But people say these are professional. I'm at a loss for words with this company.

The team arrived to box our items and the first day they left all our boxed items to the side so we could move about, yet they left trash on shelves, in the corners and out in the garage. So we left it over, thinking the next day they would gather all the trash. Next day, they arrived and packed more boxes and started to load the truck with our boxes, I followed a young man taking a box with my high-end doll clothing out to the truck without a number sticker on the box, he entered the truck, so I asked where was the sicker, he stated that he would set it to the side and add to a bigger box, okay being I don't know the process.

At the end of the day, they loaded about 75% of our belongings. STOP they didn't do tag-Out with the locks for the doors for us to sign off on the paperwork when they seal the doors, the guy said, "Don't use them if something gets lost or damaged." "You're covered," the young man stated. LIES LIES LIES. So, they took our belongings to a hotel with us not knowing if they were going through our items. Bad Company.

We didn't accept the Atlas Moving Van Companies offer. Now seeking a lawyer to recovers the losses. I will never get the lost dolls back nor the lovely clothing and they didn't even say what happen, only said, you have 30 days to accept the low-ball buy out. Where is the Law firm Cochran, Cherry, Givens, and Smith when you need them?

When I found them after the movers had dumped them on the wrong floor of the new house both boxes were burst asunder, and of course the system is no longer working. However, Atlas says it is not responsible for damage caused by road vibrations! A most attractive Tiffany-style lamp-shade was jammed in the middle of a large box surrounded by heavy items which broke and squashed it, ruining the item. I priced what it would cost to replace it at $2,000, but Atlas is offering only a couple of hundred. The driver chose not to check off the items on the packing list as they unloaded because they were "running late" and I was required to tell the unloaders where to take each box. Now Atlas refuses to take responsibility for 3 missing pairs of almost-new foot-ware and 6 trays each holding about 25 CDs. This was anything but a professional job--in many respects it showed vast incompetence. I would give this zero stars if that were an option.

The nightmare began when I start to deal with their claims department lady. Chloe **. They claimed that my stuff damages were pre-existing. She will offer $100 dollars for a California king black beauty rest mattress. That they dragged through a dirty floor and stained the edge of the mattress. And the n began. Guys showed up with too small a truck, informed me I would have to pick and choose 'cause they couldn't fit it all. I said not my problem, so they got another small truck, ended up not needing it. Should have taken a few hours to load up, but took 7. How do I know it should have taken less time? Because when the boss showed up with the second truck those guys worked at the speed they should have been at all day. By all means this company and specially their claims department really don’t handle things professionally. Once you pay them seems that’s all what they just care about.

Not to mention they wait until 3 hours before your shipment is delivered to send you your final bill which gives you barely any notice to come up with payment especially seeing as it was much higher than expected. I feel like they take advantage of the fact that you literally have your hands tied if you want your shipment handed over while the driver is standing in your driveway, knowing you have no choice to pay whatever the amount is. Will not be using them again in the future.

Remarkable thing - my items, even though they were reduced by more than 1/3 since arriving at storage, had miraculously gained 20% more weight than the day they arrived in storage. There is simply no other explanation than dishonesty. We asked them to check the weight again. They did, unbelievably, our items gained another 200 lbs! Who knew storage was so fattening. I sure didn't. Then Atlas made a grand gesture, and said we wouldn’t have to pay for the ‘extra weight’ they’d discovered. Unbelievable. Several days after move out we were informed that without our permission or knowledge, our shipment was broken into two, so we’d miss two days of work instead of 1 to receive the goods. Awesome! Nothing like asking for more time off in a NEW JOB! First shipment -Things showed up, some broken and damaged.

Guys refused to uncrate a huge item, saying well we didnt crate it. What am I supposed to do? Fly the crate guy out? Unbelievable. Then one and a half business days before our second shipment was due to arrive, we were told the driver was having ‘trouble’ (mechanical trouble? Relationship trouble? Is my stuff strewn all over I-80? I have no idea, the ‘trouble’ was never defined) and delivery would be delayed. Again, more time off. So as I wait for the second shipment with fingers crossed that it will arrive, hopefully somewhat intact and some time before the next large family gathering I have to cancel due to Atlas' ineptness and disregard, I figure I am going to spread the word far and wide that this is a horrible company who could care less about my goods, my life or my business. They don't have to, they get paid before I get my belongings. All those promises of quality, care and schedule are meaningless.

And I use "delivered" in "air quotes" as our items were stuffed to the gills inside the center of a semi-truck. When they opened the side doors I was shocked on how our personal items were stacked on top of each other. Almost every box was crushed, and many plastic bins were broken. They also opened bottom panels on the semi, and literally pieces, parts and items started falling out from multiple households right onto the street which the drivers had to sort though (asking us what was ours and what was not?!?).

After going through all of the boxes finally, we have discovered that we are missing parts to so many things (shoe racks, 3 metal shelving units, our 2 mountain bikes are missing the hubs, hardware for assembling tables, legs for tables, etc...) I cannot list them all. Our treasured dining room table was smashed underneath the contents of another family's load (they do not even try to seperate them) and all 4 legs broken.

There are so many parts missing, we are still discovering issues as of today, July 29th. They found our log rack and the parts to one of our tables in the cab of another company's semi 7 days after the delivery date. I submitted a claim on July 8th, which was an extremely detailed typed letter with forms attached. I courteously explained what the issues were and submitted a fair amount of the claim along with receipts. However, their claims department has been no help at all, and I have received no contact from them other than 1 e-mail on July 10th saying they have received my claim, and someone picking up the dining room table and taking it for (what we have been told is 4 weeks) repair. I called them today and they said I needed to fill out another form.

I feel based upon the # of damaged items, missing items, the quality of their service, uber-poor execution and uncaring attitude that this may be the worst company on the planet. I am very sad to post this review as I really strive to post positive reviews, but when I know I have been ripped off, I have little recourse. If anyone from Nelson ** reads this I suggest you pay my claim.

The movers were scheduled to arrive at 10:00 at my apartment but didn't actually get there until about 11:00 because they got lost. I can't really fault them for this as the complex was only built about 7 months prior and the address wasn't listed for all map services yet. The moving crew was quick, professional and friendly and I was initially very pleased with their work. My one qualm was the way they packed my mattress, a hybrid-foam variety. I told them that they shouldn't leave it folded in half when they loaded the container as that would result in damage to it and they assured me that they would put it in a proper mattress box and load it with care.

At the end of the loading process, they handed me the manifest, which I looked over. Everything appeared to be on there (although all goods were listed as being in the kitchen, which they weren't). The crew went and weighed the shipment, which came in under estimate by about 1,000lbs. Finally, they told me my goods would move out of their warehouse on the 17th after I paid the invoice with cashier's check.

This is where we started to have problems. I didn't receive an invoice on the 17th. Or the 18th. Or the 19th. In fact, I had to email them several times and then call them on the 26th, the day before I was scheduled to fly out, to even get a figure for how much I owed them. So, I had to rush to the bank, get their cashier's check and then have my mother, who drove us to the airport, drop it off at their office. I still hadn't received an invoice for my move. In retrospect, I shouldn't have paid at this point.

After arriving in Japan, my wife and I settled into our new apartment. I then emailed the moving company on January 5th to determine where our household goods were as I assumed they would have arrived at port or would at least be in transit. At this point, I was unable to actually reach them and was unable to get any detail into where my goods were. Finally, I received an email on the 16th of January stating that my goods should arrive on the 28th of January, which was approximately 6 days late. I wasn't pleased but given the logistics of the situation, I figured it wouldn't be an issue. However, the goods didn't arrive on the 28th. The Japanese movers told my wife that the goods wouldn't arrive until the 22nd of February, a whole month later than expected. There was no communication from Guardian/Atlas on this.

Finally, the movers arrived and I find several of my things soiled with some sort of rust-colored substance from what I assume was the inside of the shipping container. I'm not sure how the items were stained as they were supposedly packed in boxes. Moreover, my mattress was also soiled and folded in half, even though I was assured that it would be packed properly! I discussed this with the moving insurers and was reimbursed so that wasn't a problem, however. Finally, several boxes hadn't actually been labeled. If I'd been a dishonest person, I could've claimed that they hadn't been delivered, which is more of an issue for them than me I suppose, but it shows the lack of care that was taken throughout the process.

The last straw in this odyssey was the email I received on 6/12/2019 stating that I still owed them a balance for the moving insurance. As I hadn't ever received an invoice and 6 months had passed, it was my assumption that I had paid my account. Clearly, Guardian/Atlas doesn't keep good records. Throughout my move, Guardian/Atlas have demonstrated a lack of professionalism. Although their moving personnel were good at their jobs, management was clearly mediocre at best. I wouldn't recommend them to anyone else but I know how toxic the whole industry is so, unfortunately, they might still be your best option.

We were instructed to submit a claim to Atlas which we did immediately. We quickly compiled a list to the best of our knowledge of the items that were stolen and submitted a claim including replacement cost value, weight and descriptions of all items to the best of our knowledge. The list was extensive since there were a large number of tools. items totaled approximately 3100.00. We called Ernie’s and Atlas many times but had no further communication from Ernie’s, no callbacks, the driver never answered to our requests for the pictures. Atlas recently called us and offered us approximately 300.00 which we assume of .60 per pound. We did sign the agreement stating .60 per pound for damage, however this, in our opinion is not related to the theft- it is for damages. Ernie’s Operations Manager repeatedly stated that the company would “make this” right” but has never returned any of our phone calls.

We believe that Ernie’s did NOT give reasonable care in preventing the theft of our belongings for the following reasons: Transported additional items at the end of the packing process that were not inventoried, they said- “hey, got extra room” so we have no proof that they are missing no recollection of items that we did not put on the claim form. After all, we were only driving eight hours away. Secured the vehicle with a substandard lock that was easily cut. Parked in a side lot by the hotel that was had no lighting, did not have any security and was not part of the hotel parking area at all. Driver failed to file a police report until we repeatedly requested it be filed. No police came to the scene. No investigation was done.

Unfortunately I could not be present during the unloading as I still had business in Cleveland. This was a MAJOR mistake on my part! When I was able to check on my belongings my 10'X40' unit was packed almost to the ceiling and one of the 2 access doors could not be opened as things were jammed against it. This size unit was recommended by Atlas! None of my furniture could be seen as it was packed in the middle of the unit. I paid a local mover to move my items from storage to my house 6 miles away and I was present during 100% of this move. This mover was very careful with my belongings and did no damage to anything.

During this process is when I noticed all of the items that were damaged by Atlas. I know that 95% of the damage done happened after Atlas people removed all of their protective blankets (their property) then haphazardly piled my furniture on top of each other with zero regard for scratches. (The other 5% of damage was caused by the rain that got into the semi when it was sitting in the Cleveland rain. This caused a large water stain on a very expensive walnut cabinet for housing high end stereo components). There was other damage caused to a second cabinet which included 5 large scratches on the top and sides. Other damage included holes poked thru the sides of two sofas and another sofa which was caved in on the left side, scratches on the backs of 4 dining room chairs and on the supports for the glass table. This was an $8,000 set!

Also a very expensive living room table covered with chrome & polished brass plates was badly damaged, dented and scratched. Regarding this item the thing that was so upsetting was that it looked like the chrome and brass pieces were peeled back with a screwdriver "on purpose"! This kind of malicious damage could not be done by piling heavy things on top of it! Other damage included a subwoofer for my home theater which had a hole punched in the cone of the speaker, a surround sound processor which no longer passed a video signal (no picture).

I had my own insurance which covered my things while en route to Arizona (I paid $850 for a special policy thru State Farm Insurance and another policy which covered my things while in the storage unit but there was no insurance coverage for damage caused by Atlas when they were unloading and jamming my things into the storage unit and this is the loophole that they counted on that absolved them from all blame!) At least if I would have been present when they were unloading. I could have short-circuited their poor treatment of my things! After fighting with these people for 6 months my settlement was $22.00! Does this sound like a company you would trust with your possessions??!!

When I called Atlas they refused to pay for both items stating they don't cover truck vibrations, and that it's not actually insurance it's "valuation" whatever that means. When you talk to the sales people they will lie to you and tell you everything is covered etc... They will try to get you to buy it. Basically they will lie their ** off. So what they do is break your stuff, and then they scam you after the fact. The broke some expensive things on my move and they are paying nothing. Never use this company, find an alternative.

BUT, the worst part was a helper hired by the Atlas Van Lines truck driver. He went into a room with a sign on the door distinctly marked to stay out (there was a dog in there and she could not be fooled), and disappeared while we were settling up with the driver. I saw him sneaking down the back staircase from where he'd been wandering around upstairs. There was one computer turned on at the time (in that room marked to stay out), and within 48 hours, someone tried to hack my email account. Naturally, I suspect that guy because he proved his dishonesty by being where he wasn't supposed to be, but can't prove it, of course. The truck driver indicated that he knew the helper and often called upon him for help unloading. Other people who are more street savvy may read this and think 'well, what did you expect, greenhorn?' and it's true we are, or were, fairly naive, trusting people. It is what it is; take from this what you can use.

After paying for insurance to cover any damages and there was damages the crew chief told us if we made a claim it would come out of his pay. I cannot blame the crew or the booking agent because they did their best under difficult circumstances. But after head office screwed up the booking, the schedule and sold us useless insurance they should at least contact us. We filled out a "satisfaction survey" and waited nothing... Then called the agent and she said someone would contact us... Nothing. So after spending over $16,000 we have been completely ignored.