BBB Accredited Business since
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This company offers moving and storage services.
A BBB Accredited Business since
BBB has determined that Atlas Transfer & Storage Co/Allied Van Lines meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Atlas Transfer & Storage Co/Allied Van Lines include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
CA Public Utilities Commission
505 Van Ness Ave, San Francisco CA 94102
Phone Number: (415) 703-2782
Fax Number: 415-703-1758
The license number is MTR0061487.
Type of Entity
Business ManagementMs. Linda Oakley, Vice President Mr. Tom Oakley, Owner
Number of Employees
Alternate Business NamesAllied Van Lines Atlas Transfer & Storage Co
Industry TipsMoving Companies
13026 Stowe Dr #A
Poway, CA 92064 (858) 513-3800 Directions
PO Box 503810
Poway, CA 92150
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BBB Complaint Process
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Additional Phone Numbers
- (800) 854-2938(Phone)
- (858) 375-4850(Phone)
Additional Email Addresses
- - Communication/Mass Email
- - eQuote
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: 1. Crew took accessories of the rented steam cleaner after they were told specifically not to load. Also told the Crew Supervisor who assured me the steam cleaner and its accessories would not be loaded into the moving truck. I was also there when the Crew Supervisor reiterated the instructions to the crew after I did. Upon returning to the garage after the crew and truck had left, I noticed that the accessories had been taken. They were unwilling to bring them back to me and said I would need to drive to Poway to pick up the item. I drove over 55 miles roundtrip to pick the items they were specifically told not to taken. No apology or credit was given. 2. I specifically told Relocation Consultant ****** ****** that if I selected his Allied company, I wanted Columbine Moving-Allied located in my destination location to unload. I have used Columbine in the past and had great service and no issues. I had called ****** to confirm this; he explained they usually partner with Bailey's in Grand Junction. Again, I explained I only wanted Columbine per our agreement and he said that would be no issue. I called Columbine to reach out to ******. They reached out to ****** to arrange the destination delivery and unload and wanted for the order to come in. ****** never sent it to them and sent it to Baileys. 3. I have two baby gates missing from our delivery. Driver explained that upon signing the "customer check off list" that he countersigned, we both were accepting that a few items had not been delivered. Upon filing a claim I received information on how to file a claim. I followed all directions including immediately notifying them of missing items. I received an email stating they are not located and to continue filing the claim. Upon resolution of claim, they will not repay for missing baby gates because I need to write special remarks on the "customer check off list", again that the driver (supervisor) said was not needed as we did not check them off as "delivered".
Desired Settlement: 1. Reimbursement for my time and travel for items that they were specifically told not to take. 2. Whatever the company deems appropriate for their Sales Rep agreeing to a customer's request and ignoring it, just to get the business. 3. Cost of full replacement of missing baby gates.
Atlas Transfer & Storage Co.
P.O. Box 80008
San Diego, CA 92138
Phone: (619) 513-3800 Fax: (619) 513-3900
July 28, 2014
BBB of San Diego
Attn: ******* *****
4747 Viewridge Ave Suite #200
San Diego, CA 92123
RE: Allied Van Lines (REG#******)
Complaint ID# - ********
Dear Ms. ******* *****.
Your patience throughout our review of the submitted complaint is and has been appreciated.
We have completely reviewed the complaint and also have reviewed the submitted claim form. According to our shipping documents, and review, we do not show where Atlas Transfer & Storage or Allied Van Lines has misguided the shipper. There was damage sustained to the household goods involved in the shipment and claim form was filed. We have verified that we have compensated the customer accordingly based upon the rules and regulations set forth within our tariff. The claim form along with copies of the settlement has been attached for your review. This claim was and has been addressed fairly and handled by Allied Van Lines, in Fort Wayne, IN. All future correspondence should be forwarded and directed to them via email at email@example.com.
We also have contacted our moving crew and have verified with them they did not take any items or remove any items from the origin residence at time of loading. All goods that were tendered to us by the homeowner were delivered to the destination residence. The paperwork attached confirms this as well.
We again apologize for not being able to accommodate the request to utilize the specific carrier the consumer requested. We do our best to accommodate all requests by customers; however, we could not do so due to operational concerns and therefore, had to contract with another local approved Allied Van Lines agency.
We regret that the consumer has filed a complaint and are extremely apologetic for the unfortunate event that has occurred during their relocation with Allied Van Lines. .
If we or I can be of further assistance, please contact us via the information outlined below at your convenience.
Atlas Transfer & Storage
P.O. Box 503810, San Diego, CA 92150-3810
Agent for Allied Van Lines
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Read Complaint Details
Complaint: On April 23, 2012 we contracted with Allied to make our move from California to Tennessee. The estimated charges for a move to ***********, Tn were $5192.09 The move was to take place on June 23. In early June we flew to Tn where we were able to begin the process of purchasing a home. The house we found was in the city right next to ***********, *********. We also needed to change our date both items we knew would effect a change in the cost. Our new quopte was in the neighborhood of $5700. Wew were okay with that change although we thought the estimated mileage was inflated as they said over 100 miles and it is really only 20 miles away from our original destination. THREE times the estimater came out to our then current place of residence: once for the original estimate and twice to bring out boxes. Each time he assured us that the truck could come in to our lot, "No problem, just park your cars on the opposite side of the street from the drive to give the van lines driver extra room to maneuver" which we did. On the morning of the move, the van line driver arrived later than expected, stated he could not get the truck in the drive, parked on the street right across from our apartment complex and said he would have to rent a smaller truck to load our things and take them to the largere van line. He called the office and they said we would have to pay annaditional $700 or so for this service. WE HAD NO CHOICE as we had to be out of our apartment by that evening and in Tennessee 4 days later to close on our house. The final move ended up costing us $6306.95, over $1100 more than the original estimate. Furthermore, when our things arrived on the VERY LAST DAY possible many of our things were broken or damaged inside the boxes and we noted that boxes marked fragile or top-load-only were place at the bottom of stacks and not handled well We feel that we were grossly mislead about the care they would use and overcharged for the additional amount they claimed on the day of the move.
Desired Settlement: We believe that the additional amount charged on the day of the move was unnecessary, unethical, and unjust and should be refunded in full.
We have completely reviewed the complaint, and find the accusations made on behalf of the shipper to be false and untrue. Our records indicate we did inform the consumer that there could and would be additional charges that may be enforced if the main load truck (18 wheeler) could not fit into the local residential parking areas. While our sales rep., was confident the truck and trailer would fit for easy access in and out of the area, it was discovered that at the time of loading that the normal truck and trailer would not fit. This, then required an additional smaller truck to be rented and utilized for the move out of the ********* residence. During the sales rep .. visit, he made mention to the ********* that his normal sales commission on a move of this type would be approximately 12-13%. The sales rep, having felt bad for the truck not being to fit then lowered his commission to 9%, which would then help the ********* to go ahead and pay for the unexpected shuttle truck.
We (Atlas Transfer & Storage) communicated with the ********* via email and have attached those email threads and discussions for your review. The ********* agreed that the additional charge would be warranted and we therefore, then processed the payment accordingly.
We regret that the consumer has filed a complaint and are extremely apologetic for the unfortunate event that has occurred during their relocation with Allied Van Lines. If we or I can be of further assistance, please contact us via the information outlined below at your convenience.
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. For your reference, details of the offer I reviewed appear below.
We did not falsify any of the information which was submitted to you, the BBB. The shipper's rep DID NOT at any time tell us what he would make as a commission . He only gave us WRITTEN quotes which we signed. We repeatedly asked for and were given assurances that their truck could fit "NO PROBLEM!" as long as we secured the spaces opposite to our apartment complex driveway, which we did. The morning of the move, all this drama about we can't fit, and extra costs occurred so there were NO e-mails prior to the actual incident. Yes there were several e-mails AFTER the occurrence when we were forced to accept their terms because we had no other choices but none prior indicating the over 10% increase from the amended quote given after the naming of the exact city destination. Also bear in mind, the van line truck was parked IMMEDIATELY across the street from our complex, less than 200 yards from our residence and for this they needed to rent an additional shuttle vehicle? We watched them move my mother the month before and they parked on the street, outside of her complex, and used their dollies to move her things from the apartment to the truck. EXCUSES-EXCUSES-EXCUSES!!! I realize this is now dissolving into a "he said-she said" situation but on my side I was present, my spouse, our 36 year old daughter and 18 year old granddaughter heard and experienced all of it. I am not satisfied, nor will I be satisfied with their attitude and I WILL NOT RECOMMEND their company to anyone I know;EVER!
I wanted to advise that we spoke with the ********* and we have agreed to refund the cost of $700 and some change
that they are disputing.
Thanks Mr. *****.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to us. We did speak with **** and he was very gracious. We understand that, in business, disagreements can occur. How they are handled is very important. Although this problem started out rocky, the final resolution and it's ultimate handling was more than acceptable. We have already received the refund check and consider this complaint resolved and resolved in a most satisfactory manner. Thank you for your help.
BBB's Final Determination: Consumer accepted resolution offered by the business.