Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/23/24 Atlas ********** robbed my family and myself of our money.About a month prior to 11/23 we called Atlas moving company to receive a quote of $3,200 and paid a $2,250 deposit to secure this move.When we received our quote we noticed that the boxes and some items were entered incorrectly by the sales associate *******.For example, all moving boxes were enter as small boxes and our sectional couch was entered as a sofa.We then called two weeks prior of 11/23 to receive a revised quote and we adjusted and added items we were taking.We were then quoted $6500 with another deposit of $1,607 for the updated inventory.We agreed on that number because we fixed items like the box sizes, and the sofa to a 3 piece sectional and added a few items to our inventory ******* a courtesy we took it upon ourselves to try and make this moving process easy for them.We were not moving a whole house therefore we put all the things we were taking in one single living room. 11/23 came and two men arrived in a truck that was tagged on and that itself already seemed a bit suspicious.We gave them the benefit of the doubt. The guy stood in the living room and did not touch a single item in the living room and looked at us and said this stuff is not going to fit in the truck. We gave the sales associate all the items that we were taking.The boxes and tote counts that were added on the inventory list was more than what we actually had just to make sure we were covered.The moving associate then stood in our living room on the phone going back and forth with someone else on the other end.He then asked us to leave items behind same items that were on the agreed upon inventory list.They then tell us that it was going to be an additional $1,500 and if we filled the truck it would be an even extra charge.They refused our request for our money refund because they claimed that services were rendered.We tried calling their customer service and they laughed at us specifically **** the ****

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/10/24, Atlas Mover Group LLC (AMG) was contracted to move my 70-year-old mothers household items (10x20 and 10x12 storage units) from ***********, ** to ********, **. As mentioned, *** was notified of the two storage units by which they recommended a particular package (996 cf @ 5.50 percf) of service. I purchased the recommended package for $6384.78. On 9/9/24, *** personnel only removed half of her household items from the 10x20 storage unit. In doing so, *** personnel used less than half of the available 26-feet truck space. On 10/9/24, *** was notified of this failure via email after several unsuccessful phone calls. On 10/16/24, *** notified me that my request was denied.

• Initial Complaint

  Date:09/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The below was sent to Atlas first: I am writing to express my disappointment and frustration handling of our recent move. The entire experience was unacceptable, I am seeking a full refund Below are the key points of concern:Advance Scheduling: Our move was scheduled well in advance, with the dates of ****** 30 and 31 provided by your company. The move was confirmed a week out for ****** 31.Last-Minute Changes: On ****** 30, I received two separate confirmation calls at 4:00 PM, yet the following morning, less than two hours before the scheduled arrival, I received a text stating the move was delayed to September 1. we had to be out by the 31st, resulting in an additional months rent and a cancellation fee for our cleaner. He took another job that he wanted to get done In **************. Unprepared *******: The ******* arrived unaware of the overnight pick-up and drop-off arrangement. He informed us that not all of our belongings would fit in the truck, and that an overnight delivery was not possible., he was not assigned to the job until the day after he was supposed arrive. He stated a new contract/quote of $11,9k was necessary Additional Costs and Mismanagement: I was charged $400 for the crews lodging, yet the ******* slept in his truck. Unprofessional Behavior: Despite texting at 7:00 AM that he would arrive in one hour, he did not show up until three hours latewith no further communication or response to my texts. When he finally arrived, he was rude, accusatory, and condescending. He became indignant when I questioned the $12,000 re-quote, He also stated that even if we agreed to the inflated quote, not all our belongings would even fit in the truck, and delivery could be delayed by a weekinformation that contradicted our original ************ calls to customer service during this time were left unanswered despite on holding for over 25 minutes on (3) occasions.I believe I am entitled to a full refund of all monies paid.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arranged a moving company to move my belongings from *********, MD to *********, **. I originally booked this move with Atlas Moving Group on 7/9/2024: (*********************************** I was unaware at the time that Atlas subcontracted it to All Seasons Moving and Storage. ****, the mover who picked up my goods had me Zelle transfer the initial pick up payment to "Elite Movers" and not All Seasons? I had already moved to ** by my pick up date and a friend back in ** handled the pick up day for me. She told me **** was pushy and refused to give her any copies of the bill of lading at pick up, just that pink inventory slip. He told her to just take pictures of the documents (attached) which is how I even got the name All Seasons. The Inventory form has a different company listed? My goods were picked up on July 22 and were supposed to be delivered on Aug 10. On August 10, I messaged **** about a delivery time as I had not heard from him, and he texted me "Oh sorry. Delay on the road. We'll be in touch Monday." No word on Monday. I texted multiple times and got no ***ly. After 4 days of texting him, he ***lied, "truck broke. Working on getting a new truck." He then didn't answer me for several more days and I called him and he FINALLY answered the phone and was very rude to me, told me to stop calling him, that he would call me when he had an update. I don't need to update you when I have nothing to tell you." I've also called Atlas about 25 times and they keep giving me the run around and don't call me back. A customer service *** named ***** always answers, puts me on hold to "go get this manager" and comes back every time and says his manager is busy and will call me back, but she never calls. Attempts to reach my original sales broker at Atlas, **** ******, result in the same. My move is now 31 days late and I cannot reach anyone to help me after giving these movers $5K, and as far as my things, I am now filing a case for theft and fraud.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When they called to say that they were delivering my furniture, they gave me one day notice. So my elderly sister and I were here waiting for them, and there was only one man on the truck to deliver all my furniture. He complained about having to bring it in and set it up, which i had Been told that they were a full service mover and that everything would be unpacked and put in place. The Guy didnt want to do his job. He complained an he drug my cabinet off of his truck and into my apartment and shoved it against the wall complaining the whole time. And thats the cabinet that has a rip in it. They had evidently taken all my furniture off the truck and put it into a storage unit and then put it back on the truck and put heavy things on top of light weight things and smash boxes and my totes , and the guy brought them he left them outside expecting us to bring them and all he cared about was me giving him the check for the money. I am missing items like a floor lamp and some of my stuff like I said has been damaged and my cabinet is beyond repair. It will have to be rebuilt and that will cost about $2500 . The lamp would be worth about $200 and my smashed totes and things are not replaceable. They have to be thrown away. And he even tried to pay the gardeners who were working at my apartment to help him move in the stuff and they were not allowed to do that . And so landlord was getting mad at me. I would like to get compensated for the damage theyve done they even put tape on my wood cabinets and furniture. This whole thing was unacceptable. When they got to my apartment in ***********, where I moved from the guy doubled the price saying I had too many boxes and I had no choice but to pay him and sign the contract. They already loading up everything onto the truck, and I had already put in a intent to move with my apartment manager. And all they gave me was a written contract that is barely legible, and the type one I included in this was the original.

  Business Response

  Date: 09/10/2024

  **********;

  I apologize you have had a bad experience. Please reach out to your carrier who moved your items, Peak Van Lines. You should have all of their paperwork from your move. You would need to file a claim with their insurance department.
  Unfortunately, we are not responsible for the tangible part of the move.

  You would have to reach out to your actual Movers.

   

  Warm regards,

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

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 19th, *********************************************************************** the following month. I flew out from ************** to ********** to ***** them access to the storage unit. Upon arriving and meeting the movers, they arrive in a uhaul truck to load our storage unit. No company apparel or appeal. They begin to load and stop with less than 5-10 items on the ***** as they say that this is all they were told to pickup. The company intentionally falsely completed a quote for our move to **************. On the form, I provided an itemized list of the storage unit contents. The company representative, ******, noted we would only use 600 cubic feet of space on their truck (unrealistic estimate as demonstrated by the movers on site). Our storage unit is a 10x15 unit and was completely full. ****** did not relay to me that he noted only 600 cubic feet would be needed, and when the movers arrived for pick up, they attempted to charge an additional $6,000+ due on the spot to pick up our storage unit. When the movers and myself attempted to contact ****** during the pick up, he did not respond, did not answer anyones call, so the move was cancelled and tentatively rescheduled while we all awaited to hear from ****** to resolve the situation. The next day, ****** answered the phone and immediately said he would call back but never did. When I called again, someone else said that i should be hearing from the manager; in which never happened. There has not been any correspondence, response from ****** or the company in response to the issue, nor an adjustment, reschedule or refund. I later found that this company is intentionally scamming people under the pretenses that they are ******************************** a reputable moving company, by naming their scam a closely related name. We are escalating the issue with hopes of a refund, resolution, and hopefully to put an end to this company scamming innocent people.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called Atlas Miover Group on7/8/24. I thought I was calling Altas VanLines, a reputable moving company. We needed help with 2 moves: the first one from our home in ** to storage for 20 days; then to our new home in ** on 8/13/24. I gave the person I was talking to (****) everything we needed to move. I told him we have one couch that pulls out to a bed, another couch with recliners on both sides (both 3 person couches), a glass top dining table, and 2 king size beds with one of them being a Personal Comfort bed with bladders. I tol him we would have 30 boxes. He quoted me for the following items:Original Inventory List:Articles List 52 Items, 117 pieces When they called this past Monday to review and make any changes, I told (***) we would have no boxes and no pictures . It was just the furniture on the inventory list, minus all boxes, pictures, 2chairs, and 2 patio chairs. He said if there was a credit, it would be on our final bill. When the movers came, they said we would owe an addl $5700!! Thats more than double the quote! We called Atlas and they said the movers are allowed to charge over the *** quoted! We ended up negotiating down to an add'l $3800, but they only took 2/3 of our items! We had to rent a storage unit and pay more! This is a very bad and unacceptable business practice, and I dont want other people to be caught in this! We had scheduled another move at the same time but on different days from ** to **. With all the trouble we had, I tried to cancel it. They said I would lose my deposit of the $1500+|- so I asked them to send someone to my house prior to the move to go over everything so we werent blindsided with a huge bill! I was told they do not send anyone ahead of time, that it was up to the driver when they arrive to determine if there would be an additional charge. They said it was in the contract that I signed. This is a total SCAM! This needs to be investigated and my deposit for the second move refunded!

• Initial Complaint

  Date:07/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  steer away from them. they are the worst you could encounter. The estimate was 6k and I ended up paying 16k. movers have no care of your belongings and it's all around a huge scam. Believe the reviews, please. The mover Constantly treated my wife. If she did not agree to the price changes they said they would start unloading the truck. Prices were made up and increased constantly (I was already at the destination and couldn't do much via phone). they showed up more than an hour late after the time window, sitting smoking and taking their time... a horrible experience so far. I recorded one of them on the phone about pricing and when I called to confront him he denied it even though I told him I got him recorded. They need to be out of business. Booth Atlas and Top Moving USA LLC( what Atlas used to give us a nice screw).

  Business Response

  Date: 08/18/2024

  **********,

   

  Your movers arrived at the agreed upon logistics rendering our services completed. For any payment problems or delivery issues please contact Top Moving Usa. Those are your movers and thats who you need to contact for any issues involving the move past pick up.

   

  Thank you

  Sincerely

  *********************;

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted this company to move my belongs from **** to *******. When we first talked to ******* the sales person in march, he provided an estimate. With about 24 hrs before the pick up date, they called us for an inventory review and the quote was double more. They came the next day (Jun 21st), we discussed and decided to pay for it. We were CLEAR to everyone that we need our belongs to be in ******* on Jun 29th. They had week to organize our delivery.On jun 26th another company called saying they partnered with Atlas and they confirmed the delivery date of jun 29th and they would call 24 hrs before with details. On jun 28th no one called me, I called this other company and they said they dont have a crew to deliver my belongs and my belongs are STILL in ****???? They dont have an estimate date of when they will delivery, no dates provided Is this any type of joke? I payed $13,000 to this company for what, if Im at a new place and I dont have bed to sleep with a 2 years old daughter. I called Atlas Mover as well since this other company they partnered up dont have answers and Atlas dont have information, date or a solution!!! Im frustrated, upset, and I will *** this company to pay me back all the extra money Im spending for buying things I dont actually need to survive at the new house. When you contract a moving company the MINIMUM you hope you will get is your belongs to get at your new home in time, since we are going to another state and dont have anything what they expect us to do?

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello ******,** reaching out today because i believe I signed a contract under false pretenses. My move is today and unfortunately I learned on arrival from the movers (who are lovely BTW) that the original cubic square foot estimate you put in based on the inventory was grossly understated. I intended to move about half of the items listed in the inventory list below. Even with the reduced inventory I was informed today that the cubic square feet of those items was at least 1000 cubic square feet more than you estimated. That means the cubic square foot estimate is half what it should have been. Ultimately I signed a contract under false pretenses. The movers quoted an additional 2K above my quote for a fraction of the items listed below. This was to accommodate the cubic feet overage. I have moved with relocation companies many times. This is my 9th relocation move in 15 years. So I am pretty experienced with how these things go. From a customer experience standpoint, unless Im adding inventory, the customer should not be surprised with large bills upon arrival of movers, simply because someone didnt estimate properly. Ultimately , I will not be paying Atlas to move the additional things, and I intend to pursue other moving companies to move the remainder of my items. I called to see if this could be resolved, but while friendly, the trans were not empowered or able to make the call on an exception. I am asking for a refund of my deposit. If I had known what the load and price would have been I may not have signed the contract, but I was prevented from making a sound decision because they underestimated and I believe they do this just to acquire the sale.

  Business Response

  Date: 07/04/2024

  ******,

  We provide you with an estimate based on the items you provide to us at the time of booking. When the movers arrive they do a walk through.  If there is any additional space needed. Or items not revealed at the time of booking the there will be additional charges as stated in your signed agreement  

  Our services have been rendered upon the arrival of your carrier. 
  

  Warm Regards,

  *********************;

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21887804
  
  I am rejecting this response because: The response from the company was unsatisfactory.  All items were discussed in the quote and nothing additional was added.  The drivers confirmed upon arrival that whomever did the quote underestimated the necessary load amount - so I did not even get to ship all the items that were included in the estimate.  

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