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:06/21/2024

  Type:Product 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.

  Move originally scheduled with ****************************************** given papers to sign online with 2000 dollar down payment and binding fee full packing service and also free storage for up to to 60 days and they went over phone over all items I had and all areas I had including a storage unit off site and all was well, I told them no secrets about amount of stuff and *********************** the intake guy quoted me for the highest possible price of about 5000 dollars including everything move from my condo in ******** to my new home in upstate ***Move was scheduled for 8 am on 5/16/24 it was a big deal to me and movers showed up after 3:30 that day thinking they could pack all and move all in a couple of hours. I had condo rules and the cut off time was 6:00 pm.Well they then went through my condo realized that this was not doable and changed me another 5000 dollars, I was so upset and at that point without a choice that the ******* gave 1000 dollars off but still was significant amount more than contracted with Atlas, also name of group that did the actual move was simple moving a company that works with or for or possibly is atlas moving as they told me that the payment could be only either cash or money orders and had to be exact. So I had to give them all that I had in money orders including a second binding fee for the entire move and get more money orders in almost equal amounts for the delivery part of the move and as they quoted wrong amount of cubic feet space over the phone by *********************** from Atlas.The men packed some that day and told me they be back in the next day by 9 am I had packed previously some items and items I packed all arriving intact.So move took place on 5/17/24 ************ , different crew delivered in upstate ** again was told between noon and 2 on Sunday 6/9/24 and they showed up at 6:30 pm They refused to carry items upstairs in the home stating would cost 200 more dollars.Many broken items, glass ware dinner ware lamps Thank you

  Business Response

  Date: 06/24/2024

  *********,

  You reserved your move and signed your estimate on April 19th, 2024 for a pick up May 15/16, 2024.   Per the agreement that you had signed, we are a broker as clearly stated.  Sections 5 and 9 of your signed agreement states, any additional services (space, items, long-carry etc.) will result in additional charges.

  The billing department never received an email from you to respond in any way.  

   

  Sincerely,

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

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21881954
  
  I am rejecting this response because:

   

  I did try to connect with *********************** who was the primary Atlas sales person, who completely disappeared and did NOT respond to my text message at all. He was the only contact had as all my copies of original documents signed disappeared from e mail, was no longer able to open any PDF. In the contract I paid for full packing and moving and delivery, we went over stairs in the home of end delivery destination, was not counted, only outside stairs were counted. The estimate was completely wrong and the movers were from a completely different company not going by anything that was previously outlined in contract, not time to be there, thinking they couldnt pack and move an entire home in 2.5 hours. They ended up coming back the next day to do the actual move. Thank God I pre packed  and staged many things prior to their arrival, then they left many items behind that they packed in a large closed closet, and upon arrival same company again coming many hours late and when we finally unwrapped many items broken, legs on furniture, many dishes, lamp necks snapped. And not carrying anything to upper level of home.

  wanting additional money again as previously.

  contract was breached in so many ways I cant count.

  was charged double, for a horrible job done.

  I would definitely recommend anyone if ever find that needing help moving, in an already stressful across country move, to research long, and far before choosing a long distance moving company and choose one with a truly good reputation or a small local one in your area. 
  

  This was a pretty bad experience and you are saying basically, too bad you signed!

  Yes, I unfortunately did sign, in good faith after was promised all would be taken care of by the movers, no problem, everything is included, but all came to a great disappointment.

  How would you feel if this happened to your loved one?

   

   

   

  
  
  

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

• Initial Complaint

  Date:06/04/2024

  Type:Product 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.

  I booked and paid a deposit as we were moving from ********** to *******. I found that my wife had already booked a moving company, I called and cancelled as well followed the Terms of emailing the ****************** within 24 hours. Its now been almost two months of calling and emailing. Billing keeps telling me all request are processed in the order they are received with no real dates for refund. I have tried calling ***************** but no one answers and I get no call back. I can not call the ****************** as they have no phone number. All I want is a refund to focus on my family and work. This is causing me a lot of stress due to it being a significant amount of money. I have followed everything I'm supposed to and it really shouldn't be this difficult to refund the money and I feel as if I am running out of options. I feel as though I have been scammed out of my money. Unfortunately the reviews are very correct as there is poor communication, poor clarity and poor customer support. I will be following up with Legal action if there isn't a resolution soon.

  Business Response

  Date: 06/05/2024

  ****,

  We apologize for the delay in processing.   I have been keeping in contact with you through email and also apologize if you've had issues with any of our departments.

  You will see your refund reflected into your account within 3-5 business days.

  Thank you

   

  Sincerely,

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

• Initial Complaint

  Date:05/18/2024

  Type:Order 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.

  Hired Atlas Movers Group LLC on 05/14/2024 to move my girlfriend to ** from IN. Paid them $1155 deposit. Upon further review of the company, we decided to cancel. Employee *********************** was contacted on 05/15/2024 at approximately 11:45am and given verbal cancellation. We were told billing would contact us in the next couple of hours to refund the deposit. Scheduling called 05/16/2024 to make changes to our order. I told them I canceled the service the previous day. They said I had to email the billing department for a refund. I emailed them 05/16/2024 requesting a refund. They emailed me back 05/17/2024 and denied my refund due to not canceling in the proper amount of time.

  Business Response

  Date: 05/24/2024

  To whom it may concern,

  This customer signed and reserved there move on May 14th, 2024.  With a pick up day reserved within 7 days.  There was no eligible refund to offer.

  Customer was upset at her denial.

   

  Thank you

   

  Sincerely,

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

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 booked and paid a deposit as we were moving from ******** to ********. However, once booked, we found a cheaper and better option for our family and I immediately sent billing an email to cancel and receive the refund. Its now been two months of calling and emailing. Im told billing has sent us multiple emails and have double checked they have the right email address but have yet to see anything. Every time I call, ** told to keep waiting and its now been about two months. *** followed everything Im supposed to and it really shouldnt be that hard to simply refund the money and yet Im getting nowhere. For a family that just moved, thats a large amount of money to be held (starting to consider using the term stolen). All I want is the refund and on top of this, billing doesnt have a phone number which is incredibly unprofessional. Unfortunately it looks like all the terrible reviews of atlas mover group are true. Considering legal help if this doesnt resolve very soon.

  Business Response

  Date: 05/24/2024

  Good day,

   

  This customer has been refunded.  He is very satisfied with the outcome.

   

  Thank you

   

  Sincerely,

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

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21688000
  
  I am rejecting this response because:

  I have not received any kind of refund nor have I been told as such. I have never communicated with them that I am satisfied. I even just double checked my bank account and there is nothing there. The same thing keeps happening when I try to communicate with them. They say they sent me several emails and I have yet to see a single one.

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

  Business Response

  Date: 05/24/2024

  To whom it may concern,

  This customer has been refunded and is very happy.

  Thank you

   

  Sincerely,

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

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21688000
  
  I am rejecting this response because:
  I have not received a refund nor even a response from the billing department. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/28/2024

  ***,

  Please re check your emails and receipts.  You were processed a refund.  

  Thank you

  Sincerely,

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

   

  Customer Answer

  Date: 05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/29/2024

  Type:Order 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.

  On April 18, 2024, I signed a contract with a moving company to move my belongings from *******, ** to *********, **. The company requested a $1,200 deposit for a $3,300 move. I countered with a $500 deposit. They agreed, and had me fill out an online inventory form, a contract, and sign a $500 check which was deposited via mobile. After the transaction, I followed up with the company via phone call and text message to request a receipt and a copy of the contract. The company did not follow up. This was the first red flag. Since then, I have identified at least nine (9) deceptive and business practices by the company and have listed them below: 1. Not offering full value protection (liability insurance) for the move. 2. Asking for a large deposit immediately ($1,200 out of a total $3,300, or 37% of the total move cost).3. Fake online moving inventory form that is no longer accessible after the contract has been signed. 4. Refusing to send a receipt and follow-up email after the transaction.5. Leveraging the company's own refusal to send a receipt and follow-up email after the transaction as justification for not providing a refund. 6. Switching phone numbers as a justification for not responding to the phone calls and text message requests to send a receipt after the transaction. 7. Agreeing to refund the $500 deposit after a lengthy phone call conversation, only to deny the same request when I followed up via email. 8. Claiming to have each phone conversation recorded for quality and assurance purposes. 9. ************** (sales rep ***** in particular) attempting to dissuade me from requesting a refund by telling me to not pay attention to the online reviews of the company.Images to corroborate the deceptive practices are included in this complaint as well. RESOLUTION: Refund the $500 deposit via wire transfer (check) and mail the check to my address via overnight shipping and signature confirmation.

  Business Response

  Date: 05/24/2024

  To whom it may concern,

  ****** Best signed his agreement on April 18th, 2024.  With a set date for July 29/30 for pick up.  They proceeded to cancel outside of the cancellation policy window, per the signed agreement.  Section 8.  I have responded to this customer regarding their concerns.

  Thank you

   

  Sincerely,

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

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21643607
  
  I am rejecting this response because I was told to cancel my agreement by a representative of Atlas Mover Group. Specifically, I spoke with **** on Monday, April 22 on the phone. **** told me that I needed to send a cancellation email to ******************** and that someone would follow up with sending me my $500 refund. Attached are both a copy of the email that **** told me to send as well as a screenshot of the conversation I had with **** on Monday, April 22nd. **** (or Emmittat) also told me that the phone call was recorded. Can you please provide the recording so we can settle the matter?

  Thanks,

  
  ****** Best

• Initial Complaint

  Date:03/13/2024

  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 5 March I scheduled a move with Atlas mover group LLC. 20 minutes after scheduling the move, the buyers of our home pulled out of our contract, so we no longer needed the move. I was assured by the company that cancelling within 48 guaranteed me a refund. When I emailed requesting to cancel the move, they immediately sent me an email accusing me of falsely accusing them of fraud, and claimed that my accusation of fraud to the bank voided my contract. At that point, they refused to refund my $2,500 deposit. I have called numerous times and emailed to appeal and no one will respond to me. I have the emails and contract confirming this information. I never imagined this company would steal thousands of dollars from a young family.

• Initial Complaint

  Date:03/08/2024

  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.

  Atlas Movers Group LLC was used to ************ from ******* to ******. Everything they told me when I booked them turned out not to be true. They took my inventory and quoted me $11,000. And told me that the move would take 14 days. When they scheduled the pick up on January 29th, 2024 another company was sent called Arrow Trucking. They increased the price after arriving to $21,000.00 and I have still yet to get my stuff. I also paid for white glove service and they did not bring a single piece of packing equipment. They have lied about the location of my stuff multiple times and will not give me updates on a delivery date. They tell me that its not their fault and to call someone else. Complete scam and fraud.

• Initial Complaint

  Date:03/08/2024

  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.

  Hi there,My name is ****** and I was in contact with Atlas about a move from ***********, ** to ******, **. Received a quote from them that was similar to other companies but they had the ability to move on the dates we needed so I chose them. I have never moved this far before so it was all a new experience for me but after 2 phone calls with their salespeople going over what I had to be moved they gave me a final estimate of $6500 of which they required a $4000 non-refundable deposit. Each time I went through the items I needed moved they declined my requests to send pictures/video of my home to get a better estimate and both salespeople even said they would add extra space they didnt think we would need just to make sure we would be fine.Moving day comes and the movers they contracted out informed me my move would not be anywhere close to the amount estimated and instead of the $6500 ended up being $14,500 - half paid on pick up and the balance due on delivery.At this point I have no options as it is Saturday and I need my stuff moved for my new job starting Monday and if I tell them no I will be out the $4000. I called Atlas customer service line and the associate took down my information/complaint but pretty much told me nothing can be done and I should have just left my stuff in ********* and it is ok for their estimating system to be off by $9000 and that they would get back to me. This was Sunday, 3/3 and I have yet to receive any response from them. All while leaving a number of items in ********* that I will have to retrieve myself as the truck was not close to large enough.Not sure on my options but figured I would start with BBB as this situation was terrible and left me feeling taken advantage of with no way to recover any of the money paid to them. Any help would be greatly appreciated, please feel free to call for more information/context.****** ************

• Initial Complaint

  Date:02/18/2024

  Type:Sales and Advertising 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.

  I am writing to file a complaint against regarding the unethical business practices and lack of professionalism in handling a dispute related to my recent move and to bring to attention a concerning experience I recently had with Atlas Mover Group LLC which has left me dissatisfied and out of pocket. I engaged with Atlas Mover Group LLC on 12/16/23 for an estimate regarding my move.The initial estimate provided by the company was and I was assured that this estimate was inclusive of all costs associated with the move. I would like to highlight the following issues:Unfair Charges: Despite agreeing upon an estimated price for my move, I have been subjected to additional charges that were not part of our initial agreement. Loss of Deposit: I made an upfront deposit of $1640.00. Due to the company's failure to deliver a fair and reasonable estimate and the unprofessional conduct throughout the transaction,I am requesting a full refund of my deposit.The movers came on 1/15/24 and told me that I had indeed packed the items listed (not a box more) and also took in consideration multiple bulky items I decided not to bring which were listed within the inventory.He stated that the inventory square footage that was estimated by the broker did not match the items listed on my contract as it was incorrect by more than double which was the fault of Atlas Mover Group LLC.I have attempted to resolve this matter directly with Atlas Mover Group LLC, speaking with *******, one of the companys representatives but my efforts were unsuccessful. The representative told me that I had 2 choices; pay an additional $6,500 (more than double what my estimate was) or cut my inventory that was agreed upon by more than half. I explained to the representative that the mover was present and was on speaker who acknowledged that I had packed less than what was agreed upon. He spoke to the representative and stated that I indeed did not have more than what was listed; in fact, I had packed less.

  Business Response

  Date: 02/20/2024

  ******,

  Good day.  The movers arrived at your pickup location on January 15th, 2024.  At your request.  You then had the option to move the total of your space, or the estimated space provided on your estimate.  In full detail it explains in section 5 of your signed agreement that if any increase in space and/or items will result in additional charges.  You signed that agreement December 16th, 2023.  You then demanded the movers vacate the premises.

  You have also submitted a chargeback against our company.

  I do not think we will find a resolution to this, being with a chargeback submitted by you.  Please refer to section 8 of your signed agreement regarding filing a false claim and disputing a charge.  Our carrier arrived at the agreed upon logistics rendering our services completed.

  Warmest Regards,

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

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21310083
  
  I am rejecting this response because: the moving company did not estimate the items to be moved correctly.
  I have on audio the representative stating it was THEIR error & I also have on tape the moving driver stating the same.  Furthermore, he stated that he knew well before he arrived that the company underestimated the itemized list. He stated how this practice is commonly done by this company and apologized for their actions. 
  I tried uploading the audio where you can hear both myself, the representative and the mover talking however when I went to attach, the format was not supported. If absolutely necessary, I will have the audio converted to a supported format within the next week to ensure this companys transparency with their customers. 
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:02/16/2024

  Type:Product 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.

  This company has scammed me out of $1,050 did not provide the moving service, will not refund my deposit when I canceled three hours after placing the order and upon lengthy research and review, this company is a scam.

  Business Response

  Date: 02/20/2024

  *******,

   

  You have been responded to.  You reserved your move within days of your booked pick up date.  Two days to be exact.  The billing department responded to your request and then you submitted a chargeback against our company.  We will not be able to come to a resolution on this to your satisfaction.  Please refer to the agreement you signed on January 23rd, 2024.  Your move day was scheduled for January 25th, 2024.

  Warmest Regards,

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

   

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21302751
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************