Complaints

• Initial Complaint

  20/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This all happened between July 13 and August 13, 2024. They moved my belongings from ******* to ******* while damaging many of my things. They charge me for services they didnt provide. I was not provided with an itemized bill after delivery. They delivered multiple boxes to me that werent . They dropped my bandsaw right in front of me and snapped the deck off of it. He told me to write down what happened and we both signed. It was the last I saw that. Everything was numbered when it was picked up I guess, but when it was dropped off, they did not count a single item.I know of at least one thing that is missing multiple things that are broken.They confessed to me that they delivered my motorcycle along with my mattress and boxspring to another home in ********** Alberta. Then watched them mishandle my motorcycle and hit the back fender off of the truck multiple times which I have on video. They charged $400 to crate my grandmothers China cabinet and it is wrapped in a blanket and partially covered in a cardboard box. It was upside down and thats how it was transported. They told me that it was going to be taken offsite and then a crate would be built for it. All my other glass cabinets are simply wrapped in a blanket, which cost $70 each? Glass is shattered, the back mirror shattered in another. Chips are taken from others. The initial report said everything I own was chipped or scratched before they even loaded it (which it wasnt). The employees that delivered it all were bad mouthing Atlanntis lines the whole time. They kept saying racist remarks. I watched him drive out of the parking lot at the storage facility and hit another U-Haul truck. They left without reporting it. Which I then reported to U-Haul. The motorcycle handling fee is absurd, it wasnt handled any differently, it was strapped to the side of the van wall. I filed a complaint September 6 and they said 8 to 10 weeks for a response. Ive heard nothing. I cant upload more photos either.

  Business response

  26/12/2024

  Thank you for your relocation with Atlanntis Van Lines.
  Atlanntis Van Lines was hired to perform a long distance move for *** *******.  The client was sent a moving contract that was confirmed and agreed to at the time of booking.  It clearly stated that all claims have to be submitted within 10 days of delivery date of the shipment so that we can investigate and look into the claim.
  The shipment was delivered on August 12th,2024.  We did not hear from Mr. ******* since until September 3rd, 2024 which was way past the 10 day deadline.
  Mr. ******* submitted a claim form but has never provided evidence of any damages or pictures as required as a part of the submission.  Therefore the claim was not accepted and could not be processed as evidence of damages were not submitted along with a timely submission of the actual claim form.
  If you can please forward pictures of the damages you would like to claim from delivery date and we can look into this and respond in accordance with the coverage you had with the move.
  

  Customer response

  30/12/2024

  
  Complaint: 22713957
  
  I am rejecting this response because: In no way was I told that I only had 10 days to submit a claim until well after. Until I spoke with someone actually.  With that being said they were aware that they were moving my things into a storage unit so I was unable to check things over until I moved them out. I was only able to see Certain things while the three of them were ******* through everything.  I have proof and photos from the day of delivery. I have a video of them hitting my motorcycle off of the truck walls as well. Ive included a couple photos as I can only upload five at a time  
  I also have written confirmation from one of their employees via email that they extended the 10 day deadline for me. I also have written proof that they told me my stuff was going to be taken somewhere to be crated, which was never fulfilled. As you can see in the photo theres nothing created. My other pieces that I paid for arent as well and I can send those photos too. I never received an itemized list of my belongings or a receipt when the delivery driver dropped my things off, so theres no way for me to cross reference anything  I included a screenshot of them, allowing me to extend the deadline for a claim. 
  
  I waited the 8 to 10 weeks and didnt hear from anybody. I followed up and they just gave me the email of the claims adjuster and nobody has been in contact with with me since since. Conveniently, they reached out to you in a couple days, but couldnt talk to me in 12 weeks  
  
  Sincerely,
  
  *** *******
  

  Business response

  08/01/2025

  Thank you for your response.

  Based on our records, delivery happened on August 12th, 2024 and everything was delivered successfully and offloaded.  We did not hear from the client until an email was sent on September 3rd, 2024 which was way past the 10 day deadline.

  The client still submitted a claim form and sent it back to us on September 6th, 2024 - however no pictures were attached to support the damages being claimed, although pictures were requested to be submitted along with the claim form.

  We ask that the client forward pictures of the claimed items to the claims manager: ********************************* so that the claim can be considered.

  Thank you in advance.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired the company to transport my items from ******* to ******* for my move in April. My belongings were picked up on April 28, ******************************************************************************** ******* on June 7, ******* the process of moving, multiple of my items worth $2600 were damaged and a 30x30x36 container carrying items worth at least $4000 in total was lost. I contacted the company and filed a claim regarding the damages and lost items and was informed I would hear from the manager in 8-10 weeks. I was not contacted by the manager, ******, within that timeframe and had to follow up on my own accord after 11 weeks of waiting. The manager contacted me offering a total of $15 compensation for the entire claim which I calculated to amount to a sum of approximately $6600. Not a single apology for the delay in communication or damaging and losing my items or an explanation to how they lost my item or if they even attempted to locate my item until. It took multiple emails to the manager to receive a single apology and an email stating that the team attempted to locate the item. I find the poor customer service (delay in communication, lack of explanation, having to send multiple emails for clarification, lack of sense of urgency) along with the $15 reimbursement for the amount of damage and loss to be incredibly insufficient. The management cannot explain to me how they have lost an item that supposedly sat in their storage for 5 weeks, nor are they offering any kind of compensation for the damages they inflicted on my items. I do not believe that I am receiving fair compensation.

  Business response

  18/09/2024

  Thank you for forwarding this clients concerns to our attention.  Atlanntis Van Lines sincerely does apologize for any inconvenience that may have been caused.

  We have issued numerous apologies to this client, and we do sincerely apologize if the move didn't go as you planned.

  It was confirmed with this client that we offer basic coverage as all movers do at the rate of 60 cents per pound per article.  Every client is also given an opportunity to purchase additional coverage.  This client was offered this option but declined this option and did not pay or purchase for additional coverage.

  Following delivery, this client submitted a claim for a lost box and a stained sofa.  The claim was accepted and processed based on the coverage that the client had with the move.

  As the client chose not to purchase additional coverage, this client was not eligible for a refund.  As a courtesy Atlanntis Van Lines has still offered a refund to resolve the matter.

  If you would like to accept the refund being offered, please contact us directly to accept it.

  Customer response

  20/09/2024

   
  Complaint: 22261489
  
  I am rejecting this response because overall, the company’s actions do not reflect remorse or willingness to provide reasonable resolution. They have not proven that they are exhausting all efforts to locate the missing items or offer fair compensation.

  They have not offered reasonable explanation with regard to the missing belongings, nor have they provided proof of the company’s attempt to locate the missing items. 

  The company only issued an apology  after I sent two to three emails to the manager about an apology. Communication regarding the submitted complaint did not occur within the 8-10 week timeframe as written in their policy. Communication only began when I followed up with the company — I did not receive an apology from management for said delay. Therefore, they have failed to follow their own policy as well as respond to the matter with the appropriate sense of urgency. 

  They have not offered any alternative solution despite my attempts to escalate the issue. I have only been in contact with the manager. I want the matter escalated to the highest responsible person in the company. 
  
  Sincerely,
  
  Jedidah Rose De Guzman

  Business response

  25/09/2024

  Thank you for your response.  We again do sincerely apologize.  We have made every attempt to locate the missing item and have searched all of our warehouse facilities as well as contacted all of the clients who shared the truck.

  These attempts were unsuccessful and despite processing the claim we are still actively searching for the item and will be doing so.

  When the item is located, we will be contacting you to confirm and set up delivery.

  In the meantime, in an effort to resolve the claim, we would like to offer you a $75.00 credit towards any future moves.  We hope that you find this to your satisfaction.  We extend our sincerely apologies.

  Customer response

  04/10/2024

   
  Complaint: 22261489
  
  I am rejecting this response because the company is not making efforts to meet my previously listed demands. A $75 credit offer is useless as I will not be doing business with this company in the future. The company is not escalating my complaint, especially considering the total cost of the items lost. 
  
  Sincerely,
  
  Jedidah Rose De Guzman

  Business response

  04/10/2024

  Thank you for your response.  We are very sorry to hear that you are not satisfied with the response.

  However, the claim has been accepted and processed based on the coverage you had with the move.  The missing box (owner packed) claim has been processed based on the coverage that you had with the move.  As you chose not to pay for additional coverage, the claim has been processed based on the basic liability coverage that you had with the move.

  the claim has been processed as follows: 30 lbs @ 60 cents/pound = $18.00 - Applicable deductible = -$432.00

  Atlanntis Van Lines has still offered you a credit for any future moves, despite the fact that you chose not to purchase or pay for coverage.  We would still be happy to stand  by our offer and offer the future credit.

• Initial Complaint

  18/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Overcharged for my delivery, then lost my stuff and broken items. Nobody will get back to me expect one individual and apparently the bosses are out of the country and wont give their email address out its been 12 weeks and the only answer is 40 dollars. After reading the ****** reviews seems no matter how much is lost everyone gets 40. Where is all this missing stuff going?

  Business response

  26/12/2023

  Thank you ********************* for your recent location with Atlanntis Van Lines.  We would like to sincerely apologize if the move didnt go as planned and that it was not to your satisfaction.

  Atlanntis was hired to perform a move from ********, ** to Acton, ON.  Atlanntis did ensure that the client was provided with all the information in regards to coverage and what coverage is included during a long distance move.  This was emailed to the client several times over the course of the quoting and booking process.  **************** decided she did not want to proceed with additional coverage while the goods were in transit.

  Following delivery, **************** did submit a claim for 3 missing items and one candle damaged.  The claim was processed and accepted.  It was processed based on the coverage that was confirmed with the client which was at the rate of 60 cents per pound per article.  As **************** chose not to pay additional fees for additional coverage, the claim was accepted and processed based on the coverage that was included with the price.

  *************** was offered a reasonable refund back on the lack of coverage during the move.  Despite the lack of coverage and the deductible that applied, Atlanntis VL still offered her a refund that would resolve the claim.

  If *************** would like to accept the refund being offered, please email our office and we would be happy to send you the forms for accepting the refund being offered.

• Initial Complaint

  27/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for moving. First the moving was delayed 12 days from the agreed day of move.Secondly, my ** was damaged and practically unusable. The ** was worth **** on purchase and now they are telling me, the claim does not cover the full price and only worth 60 cents

  Business response

  05/10/2023

  Atlanntis Van Lines picked up and delivered the goods within a few days from ******* to ******.  We picked up the goods on June 30th and delivered on July 6th, so how can the shipment be delayed by 12 days, when the entire process took 6 days.  

  The client was also advised of coverage limitation and offered several opportunities to purchase additional coverage.  It was also explained to the client that any owner packed items are not covered during transportation as we don't see the contents of the items.  The client chose not to purchase additional coverage and proceeded with the move at the basic coverage of 60 cents per pound per article as per the Highway Traffic Act.  The item claimed by the client was an owner packed items.  The client packed the box and we did not confirm the contents or condition of the box.

  Following delivery, the client did submit a claim and it was processed based on the fact that the item was owner packed and the basic coverage at the rate of 60 cents per pound per article.

   

• Initial Complaint

  02/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My Wife and I moved from British Columbia to Quebec in December 2021. They made a delivery on January 4th, 2022, with several furniture items missing as well as half our boxed goods. I contacted Atlanntis right away. Apparently our sales rep Liz told us that the remaining items were at there warehouse in Ontario. She then told us that she was sorry and the remaining items would be delivered the following week-end (January 9th). No movers showed up. After trying to chase Liz down via phone and email, she responds to us via email that the rest of our goods are to be delivered on Friday, January 14th, 2022. I take the day of work. Yet no movers. So I phone again several times to get a hold of Liz. Finally she tells us that the movers. will be there on Saturday, January 22, 2022. STILL nobody shows up. On Monday January 28th, 2022. We get a call that the movers are on there way to drop off the rest of our items and will be there in 35 minutes. No advance call and we are both at work. (Starting new jobs in a new Province) The driver on the phone DID NOT have time to wait and told us that they were going to throw the items in the front lawn. (We live in a Condo and there was 8 feet of snow that day). So we asked the strata president to let them in when they arrive. And we asked 2 Neighbors to keep an eye on them and take a license plate. They pulled up half a block away from our door. The strata president let them in. And they only dropped off 3 items and proceeded to take off. From our neighbors view. We were told that they looked like they didn't want to be bothered bringing the rest of our items in. Due to the snow. This put my wife into tears. We can't believe we were treated this way on something that was the fault of Atlanntis Van Lines. I contacted Liz again. All she said is to fill out a claim form. We did. It is now March 2022 and we still have not heard back from her/them.

  Business response

  11/03/2022

  Atlanntis Van Lines would llike to sincerely apologize that the moving process was not satisfactory.  This is not the way we operate and not the way we planned for the move to go.

  At  delivery time we did note that the tractor trailer  was not able to get  within  100 ft  of delivery as the road was not plowed and the truck was not able to get closer to the delivery/loading bay.  The delivery crew did perform the delivery onto the ground floor and as close as possible to the  final door.  

  The client did report some items missing - the furniture items were found and delivered.  There were a total of  6 boxes noted missing - the rest were delivered.

  The claim has been accepted and processed based on those 6 claimed boxes missing.

  The client was offered coverage prior to the move taking place.  the client declined to purchase additional coverage and therefore the coverage for  the move was at the rate of 60 cents per pound for any missing and/or damaged items.  The claim was therefore processed as follows:

  6 boxes  @ 40 lbs each box = 240 lbs

  240 lbs  @  60 cents/pound =  $144.00

  $144.00 - $450.00 (deductible) = -$306.00

   

  As the client did not opt for additional coverage, the refund falls below the applicable deductible.

  However as a courtesy, Atlanntis Van Lines will offer a refund of $40.00.   Please contact our office via email to proceed with the offered refund.

• Initial Complaint

  22/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Atlanntis Van Lines to help me move from NB to SK. The delivery drivers came on February 18th to pick up my belongings in NB, they say they picked up 131 items (17 of which are labeled and were left behind). I was told they didn’t have the room to fit all my items but then they were all labeled and as per them (through e-mail) they have them on their truck but i have the physical items that were left with the item number stickers in my home that has a closing date if February 23rd. They have also not provided me with a solution as to what to do with the items that they did not pick up, the delivery drivers said they would come back February 22nd and have been unreachable, the company said it wasn’t possible for them to come back so I don’t know what’s going on. I have not received a invoice or itemized list, i have asked to have those sent to me via e-mail as well have asked why I was quoted 4000$ dollars and am being told its almost 9000$ now, i have asked for the weight of my items and have not received this. I haven’t gotten any answers and my items are in a truck somewhere and I have no proof of this and they do not answer their phone and they do not answer my question or provide me anything over e-mail either.

  Business response

  04/03/2022

  We thank the BBB for forwarding over the clients concerns, we would be happy to response.

  ********** ***** contacted Atlanntis Van Lines to perform a long distance move from NB to SK.  Prior to the move taking place, Atlanntis Van Lines asked the client to provide a detailed ivnentory list of what needed to be moved to ensure a smooth move.  This is done to ensure that 1.  We accomodate adeuqate space for the move, 2.  We accomodate adequate labour for the move as larger moves require move labour and most importantly 3. The client has an accurate quote for the move to ensure that they can budget for the move.

  ********** ***** filled out a detailed inventory list prior to the move and indicated that a total of 42items needed to be moved.  In response Atlanntis provided her with a quote and the client agreed and placed a deposit on the move. Furthermore, Atlanntis dispatch had reached out to ********** ***** the day before to confirm again if there are any additional items to be moved as things change between.  The client had added an additional 42 items and the inventory list had now gone to 84 items that needed to be moved.  In response, the clients quote increased and ********** ***** had approved the new quote.  Based on that the labour and space was arranged on the truck.

  On moving day, the crew arrived and immediately noticed that there was much more to be moved then provided by ********** ***** only the day before.  The crew picked up and loaded a total of 122 items onto the truck, which is now an additional 38 items that were added on the moving day.  ********** ***** was immediately notified and given the choice of accepting a new quote or we could leave those items behind and follow the original agreement.  ********** ***** accepted the new quote and a total of 122 items were loaded and picked up. 

  It is true that there were items that were left behind at ********** *****'s residence as those items did not fit onto the truck.  As the crew was prepared to load only 84 items and loaded much more, there was no more space to load the additional items.  Please note that at no time were the items that were loaded ticketed or tagged as those items did not go on the truck.  Only items that are loaded on the truck would be ticketed, recorded and tagged.  So contrary to the clients claims, the items that were left behind in the clients premises were not accounted for nor were they tagged.  The client is not being charged for those items.

  This is why we take great care to ensure that we take a detailed inventory list of the items to be moved so that we could accommodate for space, labour and weight of the items and to ensure that nothing gets left behind.  Furthermore, the driver was not able to accommodate another pick up in the same town as ********** *****'s shipment had taken up all of the available space.

  The clients quote did not increase to $9000 as stated in the complaint, as the entire cost of the move including taxes is less.  The client was already emailed her invoice.  Atlanntis is prepared to offer the original agreed upon quote if ********** ***** wants to go ahead with it, and ship/deliver the original 84 agreed upon items.

   

  Customer response

  04/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I have e-mails from The company that state differently. My original quote was based of a move for a 3 bedroom home (how a 3 bedroom home comes up to 42 items is beyond me). I am happy to provide those e-mails. I also have pictures of the tagged items that were left behind in my home (which actually go to 131 items), which I am happy to provide as well. Further more there were items on the list of loaded items that were missing on the list which I had asked about and was told that it was not possible for the warehouse manager, who I was told “verified” that all my items were tagged were there, to verify that larger items that were not boxed up were actually there, as they were not on the list but were picked up. 

  I would also like to know if they plan on honouring the price I was quoted on my 3 bedroom home will be honoured or the prices given to me later on which have definitely been revised multiple times (in e-mails that I am more then happy to provide). Also if they’re only planning on honouring the price for the 84 items that were on the “list”, which I did call about 3 times to add items to (phone records which I am also more then happy to provide) does that mean they’re not planning on delivering the other items and charging me a additional fee, because that is how their response is worded. 

  I have also asked multiple times for the scale ticket for my items as they state that they charge by weight. I was told that my items were too “light” to generate a scale ticket. How am I being charged by weight if they are not providing the weight?

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

  Business response

  14/03/2022

  Atlanntis Van Lines takes great care in ensuring that we provide accurate quotes based on accurate inventory list.  We send a general quote to the client via email clearly stating that this is very general and an inventory list is required in order to ensure that we reserve space, labour and provide accurate quotes.

  As previously stated.  Ms ***** provided an original inventory list on January 21st, with a total inventory of 42 items and a quote was provided and based on that inventory.  The client then proceeds to reserve the move based on that inventory.  We have attached the email where the client forwarded us this information.

  Further, dispatch called Ms ***** on February 16th to get a confirmation of the inventory yet again, and at this time the inventory doubles, and a new quote/minimum weight charges are established based on the new provided inventory list of 84 items.  The client then agrees and responds confirming and agreeing to the new inventory/minimum weight charges.  The email is attached as well.

  on February 18th when the crew arrives they immediately note that there are much more items.  The crew picked up a total of 130 items as per the inventory list attached.  we have attached the original inventory list of everything that was picked up.  Furthermore, the client clearly agrees that there were more items that did not fit, so this would have been a much larger inventory if there was space.

  A revised agreement/minimum weight charges is then sent to the client, and the new agreement is confirmed by Ms. *****.

  If Ms. ***** does not agree to the new charges/minimum weight charges, we are happy to offer to go back to the original agreement and ship the listed 84 items.  Please confirm how you would like to proceed.

  All items that have been listed on the inventory list have been picked up and are being transported to SK.

*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. ↩