Atlantic Relocation Systems

Some of my furniture arrived 07/18/Most damagedThe rest has been missing since that dateIt is STILL in ***
After Atlantic found my furniture it was to be in NV in a weekThen their trucks were filledThey had no driversIt will be on the next truck"You know we are busy,we will call you." "What do you want us to do?" I have paid Atlantic $10,alreadyI would like the remainder of my furniture so I can then send Atlantic their proper paper work for the destroyed,damaged or still missing itemsI would like my move to be over and done with Atlantic for good

In mid-august I signed with Marlene of Mid Atlantic, an Allied agency, to move from FL to NMContrach listed the load date as Aug Unload range was 9/to 9/My house closing was scheduled for Aug and the walk through the 30th
On Aug at 7am, I called Atlantic dispatch to see what time they were comingThe dispatcher said he had no record of our move in his systemCalled Marlene- she discovered that while she did email the contract and the contact was "in the system", no one entered it into the Dispatch system (why not have a shared database?)
So, they scrambled to get a packing team to box up pictures, glass and mattresses that afternoonThe packers arrived with no mattress boxes
Next day, Aug 31, one day later, they arrived to load the truckHowever, they again had no mattress boxes and dragged a $king mattress down the hall to the front doorAll three mattresses and box springs were loaded with no protective boxesThey also broke off three landscape lights
We arrived in NM on the 4thOn Wednesday, I called Dawn at Atlantic to tell her that the streets were pretty tight for a long semiShe said she would have the supervisor look at itI was told that the unload dates was the 9th
On the 8th, I called Dawn and she reconfirmed that the 9th was the unload date
At am on the 9th, I called Dawn- the lines were not operating in FLI finally found a working Atlas phone in IndianaThe person there said our truck was broken down in Texas and was expected to be in NM on the 18thI told him that was unacceptableHe said it was a moving business, not AmazonI told him I had moved times from CA to FL to NM and had NEVER had such a mess
After a few expletives from me, he said- whoops, the truck was delivering a split load in TX and "planned" to be in NM on the 12thI said that was past the contracted due date but he said his screen said the 12th was the last date of the delivery range- again how hard is it to connect databases or was someone lying?
I then asked him about the tight streets potential I told Dawn about- he said there was no mention of that in my file and that I would have to pay for that as an extra if they needed a transfer truck
I said what if I refused and he said that I would never get my furniture unless I agreed to pay for the transfer truckI should have never mentioned the street and watch them have to helicopter lift the semi back out
At that point I asked for his supervisor, who was "not available"I asked him to call within two hoursNever happened

I moved from *** I first spoke with Mr*** B*** of Atlas Van lines who gave me an estimate of lbsfor 4,dollars with a guarantee that it would not weigh that much and I would get a refund as soon as the truck was weighed with my furniture on itI excepted that as an honest gestureThe next thing I know the day that I was moving August The weight was upped to lbs and told this what is being done to save me money just in case it was a little bit more than pounds but not to worry my furniture didn't weigh anywhere near that amountI called her Dawn C*** several times to find out what the weight of the furniture wise while it was in route all the driver hasn't gotten back to me yet what is the reply this one on and on the furniture was finally delivered to a storage unit in *** on August at that time I asked the driver again what the weight of the furniture was and he said I don't know And at t

After several conversations with Mr. [redacted] regarding the access issues and what the proposal stated regarding normal access to the residence at destination it was apparent that a normal size moving van up to a fifty-three foot truck which is common for deliveries could not be utilized. Per the...

proposal, the charges included delivery provided normal access to the residence was available. Unfortunatley we were not advised at the time of the proposal being given that the road was narrow and not easily accessible. Our overseas agent confirmed that the residence would not be easily accessible upon the arrival of the shipment overseas. We did discuss this in great lengths with Mr. [redacted] and did advise him that he would be responsible for the shuttle charge. Upon the day of delivery Mr. [redacted] chose to arrange a van of his own to save the shuttle charges. At this point the matter has been resolved.

First we give out boxes all the time to our COD customers that pack themselves and no one is threaten to lose their job because of that ? The pick up date was moved since the driver Atlas had assigned to pick up the order could not make the run so we were pro active and made arrangements for Sunday...

the 31st to pick up the order this is first we heard of the blood on a wall. I know [redacted] with Atlas customer service has spoken with customer and tried to offer assistance and it was refused or turned down. The items are not damaged and our warehouse is protected by [redacted] and camera's with a full staff of operations employee's so it not unprotected and unsupervised. the order is now scheduled to be delivered on Sunday August 21st. and the Customer was made aware of this as well.

Complaint: [redacted]
I am rejecting this response because: The claim will address the problem of damaged/destroyed items, but what is being doneto find my missing items, namely, a large box containing my coats and shoes, and a dresser?
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/07/04) */
We are an agent for [redacted] and any and all claims involving interstate shipments are handled out of [redacted] in [redacted] I have confirmed that [redacted] has received the customers claim and is in the process of settling...

it.
Initial Consumer Rebuttal /* (2000, 8, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Officially, I understand all claims go through Atlas. I still received abysmal service from the agent, and I complained so that consumers know not to use this agent.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is an outright lie.  There is no other way of stating this.  Our move was scheduled to be accomplished in 2 days.  The first day was expressly set aside for packing.  We were advised that moving "staff" would arrive on day one to help us pack.  NEVER, EVER was it either stated or implied that it would be otherwise.  These were the express arrangements that were made with the moving company's representative when he came to our house to devise the moving plan.  This is what I signed off on.  Anything stated to the contrary is nothing but a fabrication.
 
When the team of moving people arrived at our door on what was agreed upon to be "day one", they arrived with an 18-wheeler moving van, and a group of moving men.  What I have stated in my original report is PRECISELY WHAT OCCURRED.  Nothing more and nothing less.   When I asked about the "packing crew" that was promised, they said that they would help us pack, and load the same day.  
 
To say that I am OUTRAGED  at the absolute and complete lies that this man has put forth, is an understatement.  I had absolutely no motivation whatsoever to manufacture such a distressing story.  I have the paperwork that states how the 2-day move would be handled.  They botched it, period.  Someone within their organization "forced" us into this unbelievable situation, and now they have the audacity to say that this could all be easily handled in one day.  He clearly is motivated to "cover" himself by minimizing the impact this had on my family that day.  
 
As a family, and veteran of countless moves, I can say that I have never been "railroaded" into a situation quite like this one.  They goofed.  They made a mistake, and instead of just admitting it, saying they were wrong, and then trying to make things as comfortable as possible, the ball was thrown into our court.  
 
Shame on him!
 
If there is anyone at all in the whole pathetic situation was was "taken advantage of" - it was us.  How DARE he say that we tried to take advantage of him.  We worked like dogs that day, all because of someones HUGE planning error.  The agreement is in writing - I have it all in black and white.  
 
I stand by my original comments, down to the last dotted I and crossed t.
 
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve the complaint.  
 
The underlying issue was the lack of concern and follow-up. Obviously once addressed with Revdex.com our goods showed up.  To further your response the truck that was suppose to show up, that was told in the original bid by [redacted] was an 18 wheeler moving truck, and not a normal box truck, hence why there was a need for a 2nd truck. One large truck would have sufficed. 
 
$250 for a week of no call/no show/no response is not justified. We had plans for travel that had to be canceled and rearranged that was a cost of north of $1000. If we had proper and good communication we could have had changed plans accordingly.
 
I'm still expecting a 50% reimbursement.
Regards,
[redacted]

Sent: Tuesday, August 26, 2014 4:05 PM
To: drteam
Subject: Ref ID: [redacted]
First of all let me say we are sorry that all of the goods did not fit on the truck assigned to this shipment or this issue would have never come up.  The survey that was performed on 6/23/14 and the...

final estimate was based on shipping a total of 189 pieces with an estimated weight of less than 12,000#’s.  The truck that was dispatched was more than capable of handling this weight, but unfortunately the actual weight ended up being 15,780# and included 267 pieces.  The customer was given a not to exceed price so there were no additional charges for the extra weight.  If the move was not a not to exceed price the additional charges would have been another $1,160.00. 
This time of the year all of our trucks and crews are committed so we were unable to give an exact time as to when the overflow items could be delivered.  My understanding was that all critical items (beds, etc.) were delivered as expected so industry practice is that the overflow items will be delivered as soon as reasonably possible.  The next truck heading to No. Texas took the goods and delivered on 8/5 or 6 days after original delivery.  We wish it could have been sooner, but this is not an extraordinary length of time for these situations.
As a good will gesture we would like to provide the Solomon’s with a check in the amount of $250.00.  Once again it is unfortunate that this situation happened, but we feel we reacted appropriately under the circumstances (the busiest moving week of the year).
 
Best regards,
 
[redacted]
Atlantic Relocation Systems
Vice President & GM
[redacted]
[redacted]
[redacted]
[redacted]

Re;[redacted]
10.5pt; letter-spacing: -1.3pt; font-family: Arial, sans-serif; color: #0c0c0c;"> Complaint,ID # [redacted]
 
 
 
Ms. [redacted],
 
 
 
       Over my 34 years In the moving industry,I have bean forced to address but a few customer complaints with the Revdex.com. While most are trivial.and without merit,occasionally there is a complaint based in fact. This complaint is not based on actual happenings, and I do not plan to offer claimant any additional compensation. I was involved in this less than perfect occurrence as it happened, and the claimant tried to take extreme advantage of my willingness to provide assistance.
 
What truly happened:
 
This relocation was scheduled for two days,and In fact was accomplished in the correct time frame. While Day 1 was for packing. due to the size and distance,it made much more sense to attempt to load after packing,and make delivery on day two.
 
Fact: move was confirmed,the comment of 'no notice' Is Incorrect.
 
Fact:in reality,claimant was not prepared for us to even begin packing. They were '"expecting to sort" once we arrived??? The time for 5orting and separating Is before we arrive,not during or after we arri\le.
 
We were contracted to perform a full pack and relocation,there Is no directing us in "each"' room or working alongside of us. When we start,It Is time to get out of the way unless we ask a question.
 
Fact: When claimant Initially called In to say the move was not happening In the order they expected, driver agreed to leave beds,and other Items necessary to spend the night,but claimant decided to let them proceed.
 
Claimant was just not ready for us and had an expectation we would move at their pace as they determined an order. This Is not how a move proceeds.
 
Note: With all of the complaining, there was no claim filed for and damage,cleaning, etc. Bottom line:
Claimant called me at approximately 6 pm,on day 1,obviously tired,but not Irate or Irrational. As they had expected to spend the night In their home,and then allowed crew to load everything, It was requested I authorize a motel and meal,as well as boarding of pets.I agreed to this with the caveat that It must be reasonable.
 
Where ended up with an enormous issue was the fact that they did not "go to the nearest,most reasonable hotel",as stated,but to a 5 star hotel on the beach. When we googled  hotels/motels from the residence address to the hotel they chose,there were  t three  and four star hotels/motels between the two. It does not cost in excess of $1000.00 to collapse in a room. And,not only was I presented with a bill for pet boarding, but grooming as well.
 
Bottom line,I made a good will gesture and an attempt to take great advantage of me occurred. I was not obligated to offer anything, but did. What I got In return was false accusations.
 
I work very hard to see things done correctly at Atlantic Relocation Systems in Anaheim. What I will               not tolerate Is being taken advantage of.
 
Up until this time,I had not responded to this as it irritated me. When I reimbursed the claimant for their expenses,we completely explained why full payment would not be made.
 
This is just an elaborate attempt to try and have a third party pressure me to do what I will not.
Thank you,
 
[redacted]

[redacted],
 
I’ve read the rebuttal from the consumer, and they don’t even respond to my answer.  I’ve addressed the issues, and my position has not changed.
 
Thanks
 
[redacted]
 
[redacted] Sr. VP/GM
Atlantic Relocation Systems
800.696.1499
[redacted]@atlanticrelocation.com
[redacted] Quality Award Winner
Agent for Atlas Van Lines
 
Proud Member of Move For Hunger, Help Us Help Those Who Need It!!
https://www.crowdrise.com/AtlanticRelocationLosAngeles

I engaged this company for a moving quote. I signed no documents allowing them to use my information. This company shared my email address (along with the email address of 6 other clients ) in an advertising email the day after I got my quote from them

. I have called them and emailed them for an explanation and they have not bothered to return my call, or email. I have reported them to the FTC for unauthorized disclosure of my PII (personally identifiable information).

I have reviewed the response made by the business in reference to complaint ID [redacted], and have decided to accept the resolution.  I am emotionally drained from this experience and want it to be over.  Accepting the proposed $250 is not all that is owed and cannot be considered "goodwill" but along with the first check sent to me, it will need to do.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We obviously apologize that the move cost went over the estimated amount as the packing was a little more as were the move hours.  This was a non-binding estimate and the hours stated above were the hours for the packing day and not the move day.  However, as a goodwill gesture we did...

honor the amount requested by the customer.  The claim for the damaged items are in process through our claims department and have already been inspected and some partial repairs made.  Again, we do apologize that the move experience was not better overall as we strive to make all of our customers happy and become life long customers.

Atlantic Relocation System's response is not acceptable to me and my no means it present a solution.
1. Atlantic Relocation Systems recognize that their action  of holding my belongings hostage  was illegal
2. With respect to the trailer comment. Yes I had a small trailer that was intended to be town by my so [redacted], who was driving my vehicle Subaru Outback from [redacted] to [redacted] The Atlas driver said that he has plenty of room and he can take it with the already loaded furniture. He also assured me that there will be no additional charge for that. The trailer represent weight of 86lbs and can be easily lifted by two men.
3. I would like to repeat that the weight of 30 tons is totally impossible. At the destination the load of the 16-wheeler was transferred to 4 tracks, each capable of transporting 5 tons. This is exactly 20 tons. Or each of the tracks would have to be 50% overloaded - that is physically impossible.
Again, I need to restate that this complaint has not been resolved.
Thanks

The following is a response to the complaint filed by our customer [redacted]. I have attached the pricing order for service, household goods Bill of Lading, customers declaration of value...

and customers presentation of loss and damage claim. In addition I have included communication from my corporate claims office including the explanation of settlement for $433.00. As indicated settlement was based in accordance with the regulations that govern the household goods industry which in this instance was established by the Bill of Lading at $.60 per pound per article.We apologize for the inconvenience caused by any loss or damage. Our ultimate goal with any relocation serviced by my company is to provide the best service possible with the highest customer satisfaction. I will send a good will gesture in the amount of $250.00 to Ms. [redacted]. Please contact me with any further questions or concerns.Best Regards,[redacted]V.P. General ManagerAtlantic Relocation Systems[redacted]

[redacted]  [redacted]

First and foremost I would like to apologize for no one getting back to you before now.  We are an interstate agent for Atlas Van lines and when the original attorney's letter came it addressed to both us and Atlas Van lines, we provided information as requested to Atlas Van Lines for them...

to answer.  All of our interstate shipments are on their paper work and follow their rules and they have ultimate decision making so we allowed them to respond.  Based on this complaint we see they did not respond and I have requests in to them to get additional information.  I will give brief information on this as it was also submitted to the Attorney General for the State of Arizona.  In either scenario I do apologize that the charges were more than the estimate and that you feel we were trying to hold your goods hostage.  Until I did research recently to answer this I was only involved in your shipment on the day that Ed told you we had to have payment in full or we couldn't deliver.  When you refused he called to tell me about the situation. I immediately told him that is not legal and I informed him of the rules which are clearly stated on multiple forms that you signed and I had him immediately get back with you. Please understand we are night trying to pull the wool over anyone's eye at all.  You will see with the attachments that everything is clearly on the paperwork and we were in no way trying to mislead anyone.  I also in researching this understand that the estimate was basically for 19,221 pounds and the actual weight was 30,100 pounds.  On the day of the move there was a trailer, we don't know the size, that Mr. [redacted] was going to pull behind his vehicle with additional items that we had not included in our estimate.  I do not know the weight of the specific items but I am sure that is some of the additional weight.  I will continue to investigate as we move through this process and hopefully we can come to an understanding that everyone is satisfied with.

As stated previously we are an interstate agent for Atlas Van Lines and we abide by their filed tariffs and process'.  I have attached their recent correspondence to Mr. [redacted] and the Attorney Generals office.  Once everything is settled with Atlas and Mr. [redacted] we would be more than happy to do some sort of goodwill gesture in the form of $500.00.  I can inform Atlas Claims of this as it would come through them during the claims settlement and collection process.  To respond to the latest items in the words allotted I will keep it short.  1. We did not hold his goods hostage that is illegal.  One comment, as I stated previously, was made by our salesperson and the minute I heard I made him call back and tell Mr. [redacted] correctly and we abided by the rules and regulations set forth by federal law (49 U.S.C. 13702(a)(2)) which per my previous attachments showed where this was in multiple locations on the paperwork Mr. [redacted] signed along with the fact that this was a non-binding estimate.  2. My apologies, I was not there so I did not know the size of the trailer nor was I privy to the conversation with the driver.  Please make sure Atlas is aware of this as they may need to go back to the driver as this was only discussed between the two of you.  3. As far as the weight, the weight was acquired at a public scale both at origin and then re-weighed at destination and both weights were within a few hundred pounds of one another.  in regards to the weight Mr. [redacted] keeps referring to tons and I agree there was not 30 tons.  The shipment weighed 30,100 pounds  which is roughly 13.65 tons and this may be where a lot of the confusion is coming from.  I hope this better helps to understand that we are committed to customer service and we follow the rules and regulations as set forth in our contracts and are in no way like the rogue movers that are out there.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,