Atlas Van Lines (Canada) Ltd

I really wanted to like Atlas Van Lines and their Canadian agent AMJ Campbell. They were in the middle of the quotes given to me, not too high, not too low. They were recommended by a friend who did a similar International move a year ago. But they have failed miserably on a number of accounts.
1. They arrived ONE DAY EARLY for our move. When I told them that I was not prepared, they suggested that they just take a few things now. I "worked" with them and stayed up through the night packing so that they can leave the following day by 9 am (the actual day of our move) so that Rocky (our mover) can get to the coach clinic he had to attend for his son the following day.
2. They did not have any packing materials or anything to wrap our furniture in. I called our Toronto moving booker and was told "Not to Worry, everything will be wrapped prior to their trip from Greenwich, CT to Toronto, ON".
3. They arrived 2 hours late with our furniture, even though they were told that the elevator in our condo can only be booked for 4 pm! Most of the move took place in the dark as a condo had few lights and our lamps we packed up in boxes. The two standing lamps that we did not pack, the movers broke, which brings up the following point
4. We incurred A LOT OF DAMAGES. Over $10K, according to an antique furniture restorer whose services we used in the past. The only good thing about this move and the reason for 1 star was that AMJ Campbell and their long distance partner, Atlas van lines recommended [redacted], who did a fantastic job repairing the damages.
5. My credit card was billed, but I had difficulty getting an invoice. I requested an invoice 3 times by phone and 4 times by email before contacting my credit company and filing a dispute for the charges. That produced an invoice. It appeared that the charges prorated were approximately $500 higher than what mathematically they should have been. I have asked a number of times for the explanation of the charges, only to get the same invoice sent to me with no explanation.

I understand that many things can go wrong and there may be perfectly valid reasons why all of these mishaps happened. Yet, when a dissatisfied customer reaches out to a company over 10 times asking to speak to the manager and requesting an explanation of the bill and is ignored, since the company got paid, then this is a badly managed company. This is the kind of company that will have these types of problems occurring over and over again. They don't care about customer service and their movers know this. This is why I strongly urge anyone considering this company to look elsewhere

The Move From [redacted]. Not only did the Relocation Specialist Arlene J.,representative in Richmond,B.C. for Atlas Van Lines, Lie to us about how heavy each box should be. We were told to make them as heavy as we wanted. "Our guys can lift a 100lbs easily" "Don't worry about how heavy each box is." They used Non Professional Unloaders at our new home. Boxes were dropped, smashed and Furniture damaged. Driver offered us $400.00 cash not to put in a claim. We had to demanded that the Driver Fire one of the Unloaders as He refused to carry the boxes and not throw them down on the ground each time.
Came to dealing with Damage Adjuster in Toronto for missing and damaged items. He stated that even though boxes were over 24lbs. The insurance only covered up to 24lbs per box. Far cry from what MS J. told us when we took out the insurance. Also refused to pay for damaged goods that they packed and broke.

We are out over $1,500.00 [redacted] We still have items that are broken or lost that they refuse to pay for. Even though they charged us for Replacement Coverage on the Insurance package that we bought from them.

Horrible experience on all ends of the nightmare.