Atlantic Relocation Systems

Movers Beware- Before you use this company- read this! This mover packed us and moved us. Some very expensive items did not make it to their destination even though we had the full truck (not shared). I was given two choices by the driver at the destination – 1) check off all the box numbers and the items would be dropped at the first convenient spot and then me and my husband could place the furniture, or 2) have the movers place the furniture. The movers required my husband to be by the truck and direct the furniture to the correct room, so he also was unable to check off the boxes. Nothing was said that if you DO NOT check off all the boxes, your full insurance you paid for would be null and void if items come up missing. That was told to me only when I tried to place a claim for the missing items. Well, we had three items come up missing. Two of those items were packed by the movers. A brand new [redacted] in the original box (cost $535.97), and a [redacted] which I just replaced (cost $472.95 after 20% coupon), along with the food grinder attachment and mixing bowl cover (cost $81.38). (I waited to post this letter until I replaced the mixer so I would have the cost. I did not however replace the food grinder attachment, too expensive without being reimbursed.)
I have the warranty, registration number and receipt for the [redacted]. The mover did not care as it did not prove it was on the truck. My realtor offered to sign a statement indicating we had the Mixer and [redacted] prior to packing, as she made me remove the mixer from my counter to put the house up for sale and she remembers the [redacted] in the box. The mover would not accept it, as it would not prove it was on the truck. However, they could not prove that the items were not on the truck, only that the items did not make it to the destination.
I also had a very large brand new brown leather designer purse that I paid $650 for. It is no longer made so it cannot be replaced. It was an item I packed in a container, in the purse’s dust cover, then wrapped in tissue, with the rest of the purses, and the container was outlined inside with tissue so that you could not see inside of it. You would have to open it to see what was inside. The purse was missing and another purse had been put in its place in the dust cover.
The first thing the two driver’s said when they arrived at the destination is that they went straight from the pickup address to the casino in New Mexico. (They had a week to kill before the truck could be delivered at the destination.) There is nothing wrong with that, except when items come up missing it makes you wonder what happened to them. Makes you suspicious – wondering did the drivers take them or the packers? I only know they were at the house when the packers arrived, and the items did not make it to their destination.
Since I could not prove the items were on the truck, and since I did not choose to check off all the boxes upon delivery, these three items were not covered, even though we purchased full insurance. I was given the choice of going to Mediation (the company and customer each pays $350 for this service), or take $700 in place of that. I had no other choice than to take the $700, which unfortunately will not cover the missing items.
Consumer beware, this mover will tell you they are the best, however when expensive items come up missing, I have to wonder. Something they did not tell me that I am telling you – make sure you have extra people when unloading – 1) at the truck to direct the movers to the correct room 2) one to place the furniture and 3) two people to check off the boxes, if you can get the movers to agree to both placing and checking off the boxes. I only know my driver was glad I decided not to check off boxes, now it makes me wonder why.
In their defense they did cover all of the broken items and paid for the wooden flooring that needed to be replaced from the mover continually dropping heavy boxes on the wooden floor which made some of the boards split. The company that did the repairs on the broken furniture and scratched frames did an excellent job.

Review: 1. On 7_31-2015 I accepted and signed moving estimate from Atlantic Relocation in the amount 0f $ 1580.12 for moving my household from [redacted] AZ to [redacted]. The estimate was done on site by Atlantic professional. The estimated weight was 20 t.

2. The first payment was requested before loading, $8000 paid by me using [redacted] card

3. Just after loading I received a call from the estimator stating that the actual weight is not 20 t but 30 t and the total charge is $24206.86, I have to pay before delivery. Naturally I refused; he replied that he will stop the shipment and inform him that am calling my lawyer. Fifteen minutes later he called again and stated that he can authorize the delivery if I pay 10% more than the estimate (additional $1580.12). Since they hold my furniture hostage, I agreed and made an - as I hoped final payment of $9381.31, again using my [redacted] credit card.

4. On 9/2/2015 I was informed that the delivery can't be made by the 16-wheeler because the delivery street is too narrow. Additional payment of $1994.53 was required by [redacted] This amount included $100 for custom clearence.

5. Since my furniture was hold hostage again, I did not have a choice and authorized the [redacted] agency payment of $1994.53, canada currency. The [redacted] forwarded my information to US and instead of [redacted] currency I was charged in US dollars, resulting in charge $2724.30 plus foreign transaction fees on my [redacted] credit card.

6. The delivery was done the following day, using 4 truck, 5t each - that indicates clearly that the original estimate was correct - 20t.

7. Mainly due to additional reloading and careless operation of the movers, the damage to our belongings is $7251.02. Atlantic Relocation was informed about the claim and an estimator came to evaluate it on site.

8. A week after estimator's visit I received a letter that the claim can't be processed until the full amount of $24206.86 is paidDesired Settlement: I expect refund of following charges:

1. Overpaiment of $1580.12 for load of 30 t instead of estimated 20 t ( delivery of 4 truck 5 t each indicates that there were no 30 t and the original estimate was correct.

2. Payment for re-loading and tracking due to "narrow street" - this should be a part of the estimate ($1994.53 US)

3. Payment for the damaged goods ($7251.02)

4. Payment (part of the contract ) for uncrating; no uncrating happened, I had to do it myself ($232.75).

Business

Response:

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.

Consumer

Response:

Atlantic Relocation System's response is not acceptable to me and my no means it present a solution.

We recently moved from Carefree, AZ to Stockton, CA. Before moving day, it was difficult to get a 'binding' estimate from them. Instead, they wanted to give a 'non-binding' estimate; that way, they could add significant charges over-and-above their original estimate. I refused to allow the move unless we got the 'binding' estimate, which we eventually got.

On moving day, the crew was great. We had no issues with them. Our possessions filled an entire 53' trailer... and more. The driver told us "another crew will deliver the overflow load next week." That was more than three weeks ago, and we still don't have our 2,000 pounds of overflow possessions. They've been sitting in a 100+ degree warehouse in Phoenix, waiting for a driver to pick-up/deliver. I'll spare you the details of what's missing, but suffice it to say that the delay has caused us many inconveniences.

Because of the 'binding' estimate, they only got paid for what they (under)estimated. They already received 95% of their payment so, understandably, they don't care about delivering our stuff; it will cost them money. No driver wants to pick up and deliver our stuff; we're now just an inconvenience.

A few days ago, I pressed our contact person again for an update... no reply. Our stuff is being held hostage in Phoenix until someday someone decides it's important enough to do the right thing. I told them that I wanted a delivery date or I'd take to social media because it's the only bargaining chip I have unless/until we go legal... no reply.

Atlantic Relocation Systems is affiliated with [redacted]. If you're planning a move, be sure to ask all the right questions and get all the guarantees up-front. I hope our misfortune saves you some headaches.

Review: I contracted with Atlantic Relocation for a local move in Phoenix on 7/27. The non binding estimate was $3346. the final bill was $4,800. when I confronted [redacted], Customer Service Rep, she indicated that the time it took to move was longer that predicted. At the time I agreed to the estimated I was reassured that if there were an overages they would be very modest. this is so egregious that it appears to be a bait and switch business practice. Following my initial complaint they lower the price to $4,200. However when you add up the hours on the invoice that they are saying the movers worked it only adds up to 9.5 hrs and not the quoted 11.7 hrs. They also added in an additional $155 to move a treadmill. This item was on the initial quote and no additional fee was mentioned. When I spoke with [redacted] about on July 28th she said that it was an oversight on the estimator's part and her company would waive the fee. the fee was never waived on the final bill. In addition the packing was so poorly done there are many pieces of furniture and other belongings that was scratched, dented and scraped in the process of the moveDesired Settlement: Based upon this completely poor experience I want Atlantic Relocation to honor their initial estimate of $3446.Since their quote also included the damage insurance, with no deductible, I want them process my claims for the damaged belongings and get these items either repaired or replaced. I have thus far paid $1750 to them. I am willing to pay them the remaining $1700 as payment in full.,

Business

Response:

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.

Consumer

Response:

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,

Review: I have issue with the fact that the estimate provided by [redacted] was far from reality. The possibility of an additional 10% was expected, but a difference of approximately $1500 is unacceptable and lends toward deceitful practice. The estimated charge was $8011.05, including insurance coverage with a low deductible. With an additional 10%, the charge would be $8812.16 (posted to our credit card prior to the delivery of our belongings). The final charge total was $9604.15. It is my understanding the other moves carried on the trailer with ours were also "underestimated."

Relocation involves numerous expenses and budgeting was key for us. Receiving news that our moving cost was so much higher than planned was disconcerting. My husband placed a call to [redacted] once we arrived at our destination. [redacted] stated he would look into the situation, but follow-up was not returned. Is Atlantic Relocation in favor of underestimating costs to gain clients? I cannot help but wonder.

I question the statement included in Atlantic Relocation's profile, "We believe in honest profits earned through honest work. We will not profit at the detrimental expense of others."Desired Settlement: Paying 110% of an estimate purported to be honorable seems reasonable. This possibility was explained to us, even calculated for us. Perhaps Atlantic Relocation needs to evaluate and improve its methods/policies for providing estimates. For an organization to have no limit toward higher charges is egregious and does not serve as "best practice" for better business.

Business

Response:

[redacted],

The following is a response to the complaint filed by our customer [redacted] I have attached the agreed pricing estimate of $8,011.05 signed by the [redacted]s on 7/30/2013. In addition I have included a copy of the final charges and a [redacted]s estimate obtained by the [redacted]s for $7,645.34.

The estimate provided by Atlantic Relocation Systems as an agent of [redacted] is a non binding quote. Final charges are based on the scale weight as determined by weighing the entire tractor trailer unit prior to and directly after loading. The actual tare weight is the basis of determining the tariff regulated final cost.

It is always in the best interest of both Atlantic and the customer to provide an accurate survey/ estimated cost. We do not underestimate to gain clients as evidenced by the [redacted]s quote. We felt the surveyed weight was representative of the items requested to be moved by the [redacted]s. Customers have the option of a binding/ not to exceed quote or a standard estimate - non binding which was selected by the [redacted]s.

We apologize for the inconvenience. 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 $200.00 to the [redacted]s. Please contact me anytime with further questions or concerns.

Best Regards,

V.P. General Manager

Atlantic Relocation Systems

Phone: ###-###-#### X[redacted]

www.atlanticrelocation.com/phoenix

Review: Atlantic Relocation moved my household items from Arizona to Florida. Seven items/boxes were lost, five items broken, floor tile in new home broken.

The company sent me a check for $.60/lb. to cover the broken items & full replacement on the floor tile. My first complaint is that they would not pay for replacement of a chair that was broken when an employee removed NON-removable arm rests from a wooden chair in order to fit it into a box, then lost the armrests. This chair could not be repaired resulting to $200 to replace the chair. The company refused to pay this cost even though the chair was broken .on purpose.

My second complaint is that the company will not take issue with my questions about why I had to pay for shipping of items that were never delivered to me. I paid in good faith for shipping by weight on these items. They did not deliver and as such, should reimburse the shipping charges for 250 pounds.

Third complaint: A box of my personal files including tax records was lost rendering my personal information vulnerable to theft. The company should take responsibility for putting me in this situation and offer some type of credit/fraud protectionDesired Settlement: Refund of shipping charges for lost items, full restitution for chair broken on purpose by employee, one year of fraud protection, continued search for my missing items.

Business

Response:

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,

V.P. General Manager

Atlantic Relocation Systems

Consumer

Response:

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,