Atlas Van Lines Reviews

As a storage manager, I deal with moving companies often, and 99% of other drivers and movers follow our policies without issue. This individual, however, acted entitled and dismissive, speaking down to staff and showing no regard for professionalism or courtesy. Even the tenant (your customer) mentioned he behaved the same way during the packing process a few days earlier. Based on this experience, I cannot recommend this company to any of my tenants or customers.

My complaints were met with mocking and aggressive behaviors, including a threat to leave. Once, the driver forced the crew to take a break, but then the process started all over again. I now wish I'd recorded everything from the moment Atlas Van Lines, Imlach Movers, and Ace Relocation Services arrived, to have a video record of the movers' words and tone, their gestures, and the overall rushed and unfriendly experience.

I expected my move would be done with delivery, but troubles and frustration continue more than two months later. The claims process been very tiring and frustrating. I have communicated with multiple representatives and their supervisors at the companies, yet my time spent on calls and emails to Atlas and Ace hasn’t helped. Ace and Atlas advised filing a claim for damages but then also said they'll only accept a single, once-and-for-all claim. How could I possibly know the extent of all damages before being able to inspect everything? I still haven’t seen all my possessions.

When I have offered to meet at the storage unit and finally inspect everything, they have simply refused and offered no productive steps forward for inspection. It has been extremely frustrating trying to work with them. Instead of being able to get on with life, I’m having to spend time communicating with attorneys and hoping I'll eventually get fair treatment from Atlas and Ace. This isn’t what I needed from my move. I seriously regret my choice of Atlas Van Lines and Ace Relocation Services and will never make that choice again.

My kids toys being dumped in boxes without care and mixed with everything in the home. And lastly missing items (or maybe even stolen) a ton of stuff never even made it to the house. Including half of my bed! Yes. Half of my king bed was completely gone. And unable to be put back together along with huge storage boxes without all of our sentimental Christmas items. This is just what we found the day of delivery and I’m sure more to come as we unpack. I’ve always used movers and this has completely put me off. This company has no care for your items or the customers at all even if you specifically tell them to not take it. If it’s not bolted down it will be packed taken and destroyed. I regret every bit of this experience. I will be writing more reviews as we find out more. And seeing how 200+ people have the same experience this company needs shut down.

The main reason for another posting is the claims process that is currently in the works (MAYBE!). I submitted a 17 page claim with over $28,000 actual estimated damages. Probably a low figure since we know how low Atlas makes their estimates - bit of sarcasm. We were offered a "cash settlement" that was ridiculously low. I had to decline as that amount of reimbursement was an insult. Supposedly the next step is to send an "expert" to our home to inspect damages. Just what I want is another stranger handling my items but hey! Bring 'em on! But please send a professional this time and NOT someone off the street! Our house is such a mess from this move almost a year ago so the claims adjustor will have to climb over and under and around but we have the damaged goods except for a few items probably disposed of and probably not even on the claim.

PLEASE read the reviews before you hire Atlas. It may be an industry standard these days but surely there is a mover out there who cares enough to do it close to right and respect a person and handle others' goods with care and caution. Atlas could still redeem themselves if they make an offer that is acceptable, however, I will not hold my breath. If they do so I will be sure to let y'all know. Yes, we need a negative star rating.

Original Review: Not the Atlas of a decade ago. Now they use independent contractors (for our move that was Ace Worldwide) to do the actual work and the driver hires all his own help so they might or probably do NOT know how to pack (or even have any training) and they probably have had no background checks. And these people are in my home! My computer was hacked during this time. Do not know the responsible party but have suspicions. The quote ("estimate") was approx. only 40% of actual charges asked for payment. Took 2 semis instead of the one that they actually thought they could use for an additional partial move also.

They had refused to send a salesman in person to do the quote (policy since Covid and this is 4 years later!). Delivery schedule was screwed up. Help hired at the delivery location (approx. 700 mile move) also questionable with improper behavior towards a 73 year old woman (ME) and refusal to treat our home with care. Also found items in home tampered with. Surly attitudes and uncooperative. We still have a mess to deal with 6 months later and a very bad taste of the entire experience. We used Atlas to move in 2015. So what a letdown and disappointment in 2024.

The movers coming to pack up my place were several hours late. Turns out one of them was pulled over by the police for running a red light. I guess that should have been the first alarm to go off in my head, but I was dependent on getting the move done on time. I learned that the movers were contractors of Sparta (who’s an agent of Atlas Van Lines, who’s a subsidiary of Atlas World Group... so the 4th link in the chain). I also learned from them that it was a brother and sister who had recently bought a truck and thought they would be movers together. The third mover had been pulled off the street (quite literally) with no training. Not only were these two siblings just starting out and thus far from experienced and professional...

I also learned the contracted brother (Adam) in the team was married to the dispatcher Laura ** at Sparta Movers... I guess they figured they could get a little more business for the family... Although the movers seemed kind, I started worrying as I could clearly tell they were not working with the usual speed and confidence of experienced movers. For a 2 bedroom apartment, they took about 9 hours to pack up and load. The sister left in the middle of the move for personal reasons, and I think the brother did too – at least he was nowhere to be seen for a long time. I had to remind them several times of cabinets they had forgotten to pack.

When doing the paperwork at the end, they seemed very insecure of what was needed, but what could I do at that point? Over 3 weeks later, I was expecting the delivery at the other end. Delivery and unpack was handled by a different team led by Tyler **. When they came and started to unload, it became clear that the packing team at origin:

- but the very worst thing missing was that an antique ivory heirloom (Japanese fine carving, late 18th to early 19th century) that my grandfather had acquired over 100 years ago and that I had professionally appraised to be worth at least CAD $3,500...

It was clear that driver Tyler ** was quite upset by the unprofessional packing done at origin. He took photos and said he would file a complaint himself. He also told me that when he came to pick up my items the warehouse was extremely unorganized. Twice did a few (but far from all) of my lost items resurface and twice did someone come out here to deliver what they had found. Still, the most valuable item was gone, and multiple items were still missing or damaged. Knowing that I had purchased full insurance I felt certain I would get compensated for all the loss.

This is where the story gets even worse... After submitting my claim for compensation, waiting weeks to have a guy come out to look at the damaged items, most of my claimed items were denied. Why? Get this: They claimed I had not even ordered or paid for an unpack service and that the boxes had not been unpacked by their team but by myself...!! And hence they would not cover the damaged and lost items...

Fortunately, I save everything. I keep everything in writing. So I had email correspondence to prove that yes, I did order a full pack, and yes I did pay for a full unpack, and yes it was all fully insured... After weeks of fighting with Tawny **, Mary **, and Jennifer ** at the claims department of Atlas Van Lines, they wanted me to settle for about 1/3 of the value of lost and damaged items... Furthermore, they wanted me to sign a release making it impossible for me to make further claims against them for this move, meaning: To get just a part of what they owe me I have to sign off that I will never ask for the rest... If you want your property moved safely, and if you want insurance that actually covers any loss, don’t ever choose neither Sparta Movers nor Atlas Van Lines!