BBB Logo

Better Business Bureau ®
Start With Trust®
San Diego, Orange and Imperial Counties

BBB Accredited Business since

Atlas Transfer & Storage Co/Allied Van Lines

Additional Locations

Phone: (858) 513-3800 Fax: (858) 513-3900 View Additional Phone Numbers 13026 Stowe Dr #A, Poway, CA 92064 View Additional Email Addresses http://www.atlasallied.com

Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers moving and storage services.

BBB Accreditation

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

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Atlas Transfer & Storage Co/Allied Van Lines
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: October 01, 1983 Business started: 01/01/1925 in CA Business started locally: 01/01/1925 Business incorporated: 02/04/1957 in CA
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
http://www.cpuc.ca.gov
Phone Number: (415) 703-2782
Fax Number: 415-703-1758
The license number is MTR0061487.

Type of Entity

Corporation

Business Management
Ms. Linda Oakley, Vice President Mr. Tom Oakley, Owner
Contact Information
Principal: Ms. Linda Oakley, Vice President
Principal: Mr. Tom Oakley, Owner
Number of Employees

50

Business Category

Movers

Alternate Business Names
Allied Van Lines Atlas Transfer & Storage Co
Industry Tips
Moving Companies

Additional Locations

  • 13026 Stowe Dr #A

    Poway, CA 92064 (858) 513-3800

  • PO Box 503810

    Poway, CA 92150

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

Industry Tips

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (800) 854-2938(Phone)
  • (858) 375-4850(Phone)
X

Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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.

Business Response:

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 claimssupport@sirva.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.    

Sincerely,

 

**** ******

Atlas Transfer & Storage

Claims Manager

T: 708-925-9671

F: 708-575-1163

C: 708-969-9671

E: ****@atlasallied.com

                     

P.O. Box 503810, San Diego, CA 92150-3810

Phone: 800-854-2938

Website:  www.AtlasAllied.com

 

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

9/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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.

Business Response:

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.

 

Sincerely,

**** ******

Consumer Response:

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!

Regards,

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

Business Response:

Good Morning!

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. *****.

****

Consumer Response:

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.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.