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:02/09/2024

  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 am filing this on behalf of my mother ***********************. She called Atlas ************** and talked to *****************************. The original estimate was deliberately based on 40 chairs instead of 40 boxes. The original non-binding quote was $3782.10. That quote included $280 to dismantle, pack, and reassemble my bed, which they failed to do upon delivery. She paid $2000 upfront with a credit card. Then Atlas requested a new estimate at $4525. And then she paid another $1000 with a credit card. The day the three movers came, 1/18/2024, the mover demanded $10,000 in cash. Then, he took the paperwork and adjusted the new estimate to $8224. They never weighed anything.On 2/1/2024, She did not get a phone call for the delivery. She called, and the driver said he'd be there by 3 PM. The driver's name is ****. She told him she was 40 minutes away at 11 ************ gave him the clearance to enter. At 12 PM, he claimed that he was there but couldn't get in because his vehicle was too big for the turns. Then, when he got in, he said he couldn't move the items because another person's storage was infront of hers. He said he would return the next day, but he never did. For three days he kept making excuses for not delivering. The driver was always alone with no other movers. On the 3rd day, we called the police, and the detective called the driver's manager. He said our items would be in storage and that we would have to pick them up. The driver never delivered anything, and we had to order our own U-haul and new loaders for the job.

• Initial Complaint

  Date:12/28/2023

  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 called in to set a last minute work move from WA to ** about a mth and half out. Went through the house for inventory of boxes 3x and got the set estimate. The day of move the drivers never called never showed within the 3hrs, had to call 6x within 2hrs. The next day they arrived a hr and half late but they did call. However, once there the priced DOUBLED, and thats within taking a 20ft swing set, tablesaw, 4 chairs, lawnmower, and wheelbarrow that was on the list. When I asked how is this possible when I over estimated on what I was taking, the driver said the rep didn't put the correct square footage for the truck even though I went over the inventory 3x and he said this was the set price. I can't be the first customer like this. Now the rep does answer the number I called him on and I have to leave half the stuff the was on the list. No supervisor or manager on duty when called. When I asked how is this possible the rep just told me they'll honor the estimate price with the square footage but that doesnt solve issue when half the items on the inventory list will not be put on the truck. Also was told the the movers would come in full uniform with an ATLAS truck. The movers showed up in hoodies and jeans. I'm a ************* Postal worker.

• Initial Complaint

  Date:12/17/2023

  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.

  Atlas Mover Group severely lowballed my moving estimate, which actually covered less than half of my items and their contractor, *************, attempted to extort me for more than double. Atlas didnt disclose my things would be stored in LA County prior to delivery in WA and transferred to a large truck.On Nov 2, ******************* of Atlas texted they would beat any quote you have receivedby up to 15%. I gave a quote for moving contents of a full 10x20 storage unit from a 3 bdrm home. He quoted me $5000. **** later asked for an inventory. I said I didnt recall all items stored for 3 years but repeated the 10x20 unit was full. The contract was for moving 976 cf. I trusted him to accurately determine the space for a full 10 x20 storage unit. He didnt ask for a picture or in any way attempt to accurately determine my needs, as federal regulations require, based on my 10x20 unit. He deliberately did not give an accurate estimate, as I later learned. I signed the contract on Nov 3 and charged a $2100 deposit. ************* packed less than half my storage unit contents into one 26 truck, filling only to 1/3 of it. Then said I was out of the allotted 976 cf. The rep bizarrely insisted my storage unit was really 25 long and my things were stacked 12 high! I told the movers to unload since I wouldn't pay what would have been more than twice what my contract stated. They left saying they would get paid anyway, indicating this is a recurring scam with Atlas and *************. I used another moving company that filled less than **** cf (19 linear ft of a 28 trailer), verifying how much King lowballed me and Master scammed me. This is fraud plain and simple. Many similar online complaints bear this out. Please help me fight this fraud and help others not become victims.

  Business Response

  Date: 12/21/2023

  *****,

  The movers arrived at your agreed pick up location.  They did a walk through and discussed with you how much space you would need total.  It was at your own decision to send them away.  They could've moved your originally scheduled 976cf at the rate of $5.00 or the total of the entire storage unit space.  At the same rate of $5.00 per cf, however you are responsible to pay for the difference in space needed to complete your move.

  Again, it was your decision to send the movers away refusing services.

  You have also submitted a chargeback against our company.  Per signed agreement that disqualifies you from any refund.  Please refer to your signed agreement with us on filing a dispute with your bank.

  Thank you

   

  Sincerely,

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

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21018350
  
  I am rejecting this response because:

  Atlas Mover Group severely lowballed my moving estimate, which actually covered less than half of my items and their contractor, *************, attempted to extort me for more than double. Atlas didnt disclose my things would be stored in LA County prior to delivery in WA and transferred to a large truck.On Nov 2, ******************* of Atlas texted they would beat any quote you have receivedby up to 15%. I gave a quote for moving contents of a full 10x20 storage unit from a 3 bdrm home. He quoted me $5000. **** later asked for an inventory. I said I didnt recall all items stored for 3 years but repeated the 10x20 unit was full. The contract was for moving 976 cf. I trusted him to accurately determine the space for a full 10 x20 storage unit. He didnt ask for a picture or in any way attempt to accurately determine my needs, as federal regulations require, based on my 10x20 unit. He deliberately did not give an accurate estimate, as I later learned. I signed the contract on Nov 3 and charged a $2100 deposit. ************* packed less than half my storage unit contents into one 26 truck,filling only to 1/3 of it. Then said I was out of the allotted 976 cf. The rep bizarrely insisted my storage unit was really 25 long and my things were stacked 12 high! I told the movers to unload since I wouldn't pay what would have been more than twice what my contract stated. They left saying they would get paid anyway, indicating this is a recurring scam with Atlas and *************.

  I have submitted complaints with the ************ of ************** and have contacted a law firm about a class action suit against your dishonest company.  ***** is a liar and so are you.
  
  

  Business Response

  Date: 01/05/2024

  This customer refused service.  I have answered all of his emails and responded to previous complaints.  

   

  Warm Regards,

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

• Initial Complaint

  Date:12/04/2023

  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.

  On September 28th, I received a contract to relocate my belongings from ********* to *****. I had a week for my belongings to arrive and we agreed upon a delivery date of December 10th. On December 1st, I was told that Dec 10th was unacceptable and it would not be met. I asked if an earlier date or if they could give me specific date and they refused to give a date. I requested a refund and was denied both deposits as one deposit went through to united choice movers LLC.

  Business Response

  Date: 12/04/2023

  ********,

  It was explained in the agreement you signed that pick up and delivery dates are not guaranteed.  Moving is in real time, so to guarantee an exact time of arrival on the delivery end is impossible.  Many things can occur to delay the delivery, most things are out of anyone's control.

  All of this is expressed in the agreement you signed for your move.  Please refer to section 8 of your signed agreement for a full explanation.

   

  Warm Regards, 

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

   

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20955264
  
  I am rejecting this response because: as seen in the attachments, the second deposit was charged through the company I didnt authorize.  Who is United Choice Movers, LLC? How is this not a scam? The movers that called did not even see my contract or know it was signed. The second deposit must be refunded as it does not even show in the new agreement. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/21/2023

  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 November 11, 2023, I contracted with Atlas Mover Group to move ************ from the Bronx, ** to *******, **. During the move, my TV was damaged beyond repair. I called Atlas Mover to report the claim, and they said they would send me an insurance claim form. To this date, no one has contacted me or sent me an insurance claim form.

  Business Response

  Date: 11/28/2023

  *******,

   

  We apologize for any inconvenience.  You do need to contact your movers directly.  They have a claims department that will handle your issue.

  Thank you

  Sincerely,

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

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20899548
  
  I am rejecting this response because:

  I have no way of contacting the moving company directly. They do not accept my calls, and my original contract was with Atlas Mover Group, and you told me that the movers were authorized to present a contract on your behalf. If you are not a party to this contract, please return the deposit I sent you.

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