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
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
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*** and the Attorney Generals office. Once everything is settled with Atlas and Mr*** 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. 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*** correctly and we abided by the rules and regulations set forth by federal law (U.S.C13702(a)(2)) which per my previous attachments showed where this was in multiple locations on the paperwork Mr*** signed along with the fact that this was a non-binding estimate. 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. 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*** keeps referring to tons and I agree there was not tons. The shipment weighed 30,pounds which is roughly 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
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[redacted]
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.
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.
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
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
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*** and the Attorney Generals office. Once everything is settled with Atlas and Mr*** 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. 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*** correctly and we abided by the rules and regulations set forth by federal law (U.S.C13702(a)(2)) which per my previous attachments showed where this was in multiple locations on the paperwork Mr*** signed along with the fact that this was a non-binding estimate. 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. 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*** keeps referring to tons and I agree there was not tons. The shipment weighed 30,pounds which is roughly 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
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[redacted]
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.
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.