ComplaintsforAtlantic Group USA LLC

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Atlantic Group failed us in every respect. On February 8, 2024 we moved from ****** ******* to *******, **************. Atlantic's Team destroyed more than 20 pieces of furniture, including heirlooms, cabinets, easels, drafting tables, etc. They lied in terms of additional charges -- we were charged for wrapping of furniture that we didn't even own. Even though almost everything was clearly marked they placed most of the boxes in the wrong rooms of a 4500 square foot house. Our boxes showed extreme distress -- many were crushed. This resulted in many items (crystal vases, platters, etc. arriving broken. We have pictures of how they tossed our belongings in our garage, as if these boxes were trash. The chain of custody was broken multiple times and we never signed off on the move. To add insult to injury, in both the starting point and destination, the Atlantic Team trashed our houses and the lawn. They left empty soda cans, tape dispensers, and cardboard all over. Gigantic skid marks appeared on our floors. Most of the workers could not speak nor read English. So, it was very difficult to communicate. At one point, the team was going to dessert us with most of our belongings thrown on our front lawn. Instead a terrible argument ensued between the manager and the team at 10:00 pm at night. The experience was a total nightmare.

  

  Business response

  08/20/2024

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
  

  We apologize for the damages that happened during the move.  Although these does not happen very often but damages at delivery happens sometimes especially for interstate moves.
  

  Referred to *************************** The customer was referred to our claims service provider CSI to file a proper claim as required by the law. 

  Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claim, the customer may contact CSI directly at ****************** or online at ******************.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A few highlights: 24 hour delayed pickup, took ONE MONTH to deliver (promised 3-5 days), most of my things broken in the move and $4000 worth of bikes stolen in a "break-in" that happened to the unsupervised truck, zero communication, zero responsibility and then pawned it off on their insurance company for 60 cents/pound moved.The offer to comp was $103 for $8000 in losses and damages.Not a word, not a single returned phone call, no nothing.Did not return calls, lied and omitted information

  

  Business response

  08/01/2024

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
  
  Delay:  Per our Estimate and Bill of Lading governing this move, we have up to 30 business days from the customer's chosen first available date (04/23/24) to deliver the shipment. The customer was delivered on the 16th business day which was 05/16/24.  Although we work very hard to meet our customers' requested specific pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.
  
  Missing Items:  We have initiated a trace for the missing items per the information provided by the customer to our dispatch office. We are diligently searching for the customer's bikes.  Unfortunately, despite the security measures we may take, we cannot predict when a thief will strike.  This could have happened to a personal vehicle or if the customer had rented a UHaul themselves. The customer was offered compensation for every item they claimed based on their selected valuation protection of $0.60 per pound perarticle that they selected and signed for the day of the move. 

  Claim Settlement: We offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery which took 16 business days, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.
  
  The valuation options are presented to the customers before the move on the estimate and the bill of lading.  The customers have time to review and ask questions about this coverage.  Then, at the pickup, the customers make their valuation selection voluntarily. When the free of charge $0.60 per lb per article coverage is chosen then the compensation is based on the weight of the item deemed as the mover's liability multiplied by $0.60.  There are not any other coverage options that you can get for free and they will provide any compensation at all; not auto, not health, not homeowner's, etc.  

  Should the customer not be satisfied with the settlement they may file a dispute with CSI and provide additional support to see if the amount can be adjusted.  

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  08/14/2024

   
  Complaint: 22022171
  
  I am rejecting this response because:

  It's a hollow apology (I have personally never gotten an apology myself) that basically brushes aside all the mistakes and bad communication by Atlantic Group.

  Also, as the system is it is basically without consequence for the moving company to lose and destroy thousands of dollars (my loss likely exceeds $8000 in stolen and destroyed items) of my things and just wash their hands and offer me $103 in compensation, based on weight. The appeal to CSI resulted in nothing, just restating that $0.60/pound and that's it. Offensive.
  

  This move was handled terribly and unprofessionally from day one and I've paid dearly for using this company.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially entered into a moving contract with ***** *** Lines to move from ** to **. My intake meeting and subsequent QA meeting with ***** had me moving 398 CuFt.I was farmed out to Atlantic Group USA for the actual move and at time of move I had significantly reduced my move by not taking a whole living room set (recliner, chaise, ottoman, ****). Using ***** worksheet and logic I reduced what was being transported by 108 CuFt or 27% less. The Atlantic Group guy said no money back at time of move and same price. How can that be?Atlantic says I had more total items- they count items and dont know what ***** promised. They took an end table apart and called it 2 items, counted a platform bed as 4 items because it was 4 slats of wood. How is any of that legal?

  

  Business response

  06/19/2024

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  A Binding estimate is an estimate which is binding on both the customers and the carriers whether based on cubic feet or weight. Both the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosed. Binding estimates if based on weight do not require a weight ticket and will not change according to the weight of the shipment regardless of the result of the weighing. The only way to change a binding estimate is to write a revised binding estimate that automatically cancels out any previously given binding estimate. For example, if the original service order changes and more items and / or more services are requested to be shipped or performed by the movers, then a new Revised Binding Estimate must be issued to include the new charges resulting from the added items and services. The revising of an estimate must be due to a change of order which results in a change of charges. Weighing of shipments and adjustment of charges accordingly is only an option with a non- binding estimate.

  Per federal regulations, the carrier must provide a revised non-binding estimate to include all additional items and services and bill the difference in charges after delivery in 30 days. Since you received a non-binding estimate, the carrier is only permitted to collect no more than 110% of the estimate at the time of delivery. Your carrier is then required to bill the difference after the delivery.

  Per the Federal Regulations Code 49 CFR Part ***** - Filing of Claims: Claims shall not be voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and the Bill of Lading governing the move. ***** Filing of Claims: (a) Compliance with regulations: A claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within the specified time limits applicable thereto and as otherwise may be required by law, the terms of the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum filing requirements. A written or electronic communication (when agreed to by the carrier and the shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or determinable amount of money, shall be considered as sufficient compliance with the provisions for filing claims embraced in the bill of lading or other contract of carriage; provided, however, that where claims are electronically handled, procedures are established to ensure reasonable carrier access to supporting documents.

  Per our Terms and Conditions as listed on the back of the Bill of Lading governing this move: Carrier shall not be liable for the loss or destruction of, or missing goods, or damage of goods tendered hereunder or any part thereof unless the claim is made in writing supported by proof of ownership together with substantiation of value, and weight. As a condition precedent, all outstanding monies due to the mover must be paid in full before a claim can be submitted to the company within 9 months after the date the goods were delivered. 

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On [6/19/2024] the customer was registered in their system and emailed the login credentials and information required to properly file a claim.

  The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.

  Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  06/23/2024

   
  Complaint: 21815911
  
  I am rejecting this response because:
  
  

  like so much of their response, which is undoubtedly a bunch of words and templates theyve used before, their response is inaccurate.

  I have not received credentials to log into the *** system.  I got an email telling me Id get credentials within 48 hours but that was 96 hours ago.

  So, please dont close this case.  I should be given 9 days after I submit a claim through *** and it is adjudicated 

   

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

  

  Business response

  07/03/2024

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  The claim login information was already sent to the customer's email address. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.

  The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements, inspection reports etc. All claims are treated to be equally important and therefore handled in the order they are received.

  Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.

  Please feel free to contact CSI directly for any questions or concerns about your claim at ************ Mon-Fri 9AM-5PM EST or via email to ****************** and provide your claim ID# ********. 

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Obo Atlantic Group USA LLC

  Customer response

  07/10/2024

   
  Complaint: 21815911
  
  I am rejecting this response because:
  
  I have filed through CSI and think this should stay open until it is resolved by them
  Sincerely,
  
  *********************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used the services of Atlantic Group USA on 9/25/2023. I paid $6,274.50 for their services and they came and gathered all of my items. This charge was based off of using 977 cubic feet of space in the moving truck. After they packed up all the items in the truck, one of the movers said that it was going to be an additional $2,648.32 for extra space that was used, 473 additional cubic feet. I didn't take measurements before so I had to go based on what they said and so I paid the amount and they closed up the truck. When it got delivered to my house in ******** I made sure to do a much more thorough job of measuring. I have video evidence of the space used of using a measuring tape which documents that the space I used was actually less than the 977 cubic feet I reserved. I sent all of my evidence to the company and they agreed to refund me the full $2,648.32 on October 18, 2023. They said a full refund check would be mailed out to me and that it could take 3-4 weeks to process.As December came, nothing had arrived in the mail. On December 8th they changed their tune and said 50% of the refund will be mailed out on December 9th. I asked for it to be sent via certified mail with tracking and they agreed. This didn't happen.I reached out for an update December 27th and they have not sent the check. On December 28th I received a venmo payment of $500.I kept fighting to get more payments since then on a continuous basis and received another $500 payment on March 18th, 2024.They still owe $1,648.33 and have stopped responding to me. I have requested arbitration which I am entitled to under section 49 CFR section ******* which they have not provided me with. I would like to get this resolved otherwise I will contact the ********** of ***************** have a full text message history of all of this)

  

  Business response

  06/19/2024

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less-than-satisfying experience.

  We had previously called the customer and agreed to settle the unpaid balance to $700. The customer agreed to have the cheque delivered to his mailing address. The cheque was sent to the customer on 6/18/2024. Please see the attached files for confirmation that we sent the cheque to the customer's address.

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  06/28/2024

   
  Better Business Bureau:
  
  The organization has fully paid what was owed and thus can be closed out.  Thank you! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved from ** to ***, June 2023.The moving company (Atlantic) and the claim company, CSIPros.org have lost my items. (THEY ARE SOMEWHERE IN THIS COUNTRY AND HAVE NOT GONE DOWN THE **** HOLE!) CSI is not that responsive, ignorant, and difficult.I believe there is, at least, one tall wardrobe box missing with 2 ticket frames; Dracula poster; red framed Star Wars poster; tennis shoes; patches, +++. A tire and ****** music keyboard as well!!! How did/does this happen? Find them! They are in this country (between ** and ***) somewhere!!!

  

  Business response

  12/18/2023

  Re: Complaint ID ******** 
  *********************
  Atlantic Group USA LLC 
  1947 **********************************************************
  
  
  To Whom It May ****************** are writing to discuss the complaint filed by *************************. We do extend a sincere apology for any inconveniences that occurred through Mr. ******* move.  However, we attached a copy of Mr. ******* Interstate Bill of Lading Contract and Household Good Inventory Sheets.
  
  On the Interstate Bill of Lading; Disclosure D. ******: Filing of Claims:  Claims must be limited to the destination descriptions of damages for each item on the inventory logs.
  
  In addition to the above-mentioned disclosure, The Delivery Acknowledgement reads further; The shipper hereby acknowledge that the shipment was received in apparently good condition except as noted on the inventory list. Furthermore, the shipper acknowledges that all the services that were ordered have been performed, has been fully satisfied, and the truck was inspected and nothing has been left behind.******* and/or shippers agent/designated representative have full authority to accept the shipment and enter into this agreement. Please keep in mind *************** failed to indicate any missing items on shipping documents presented at time of delivery.  The inventory sheet was signed at delivery to indicate that all items were received. 
  
  Our office has since received a standard claim form from ****************. The claim will be processed under the standard liability coverage  of  60 cents per pound per article. Our office has been in contact with **************** and we advised him there were no notations made at the time of delivery as required. However, our office has taken into consideration the contact he made to our customer service team.
  
  As a company we strive for great customer service and sincerely apologize as we were not notified of the settlement agreement.  
  
  
  If any additional information is requested feel free to reply in writing.
  Sincerely,
  Atlantic Group USA
  

  Customer response

  12/19/2023

  Complaint: 20935235

  I am rejecting this response because: nothing has been done to this date.
  

  Yes, I did sign, but the time involved to take note of EVERY box and its inventory, is time consuming. 

  There are more boxes missing, as well as a music organ/keyboard; spare tire; and recently I have found framed posters (one a mover broke the glass in delivery), shoes, patches, and more.

  Last week I found out that now, I'm seeking sweaters and jeans. From lot: ********, I have wardrobe boxes: 2, 3, 61, 62, 63, & 112. If I compare to the manifest, I can tell you what I'm missing.
  
  Missing: sweaters, jeans, shoes, patches, frames/posters, battery charger, keyboard, spare tire and whatever else is in the boxes. There must be at least 2 left. Are they in a warehouse? There are on this planet, in this country and somewhere between ** and ***. Why can't they be found???? They are not in my possession.

  I want them found, delivered and some compensation for this headache! I'm sick of this.

  *************************

   

   

  Customer response

  12/19/2023

  Nothing is nor has been done.

  LOT: 50910496.

  To clarify:

  There are more boxes missing, as well as a music organ/keyboard; spare tire; and recently I have found framed posters (one a mover broke the glass in delivery), shoes, patches, and more STILL MISSING.
  
  Last week I found out that now, I'm seeking sweaters and jeans.
  

  Missing: sweaters, jeans, shoes, patches, frames/posters, battery charger, keyboard, spare tire and whatever else is in the boxes. There must be at least 2 left. Are they in a warehouse? There are on this planet, in this country and somewhere between ** and ***. Why can't they be found???? They are not in my possession.
  I want them found, delivered and some compensation for this headache! I'm sick of this.

  Customer response

  12/19/2023

  Nothing is nor has been done.
  
  LOT: 50910496.
  
  To clarify:
  
  There are more boxes missing, as well as a music organ/keyboard; spare tire; and recently I have found framed posters (one a mover broke the glass in delivery), shoes, patches, and more STILL MISSING.
  
  Last week I found out that now, I'm seeking sweaters and jeans.
  
  Missing: sweaters, jeans, shoes, patches, frames/posters, battery charger, keyboard, spare tire and whatever else is in the boxes. There must be at least 2 left. Are they in a warehouse? There are on this planet, in this country and somewhere between ** and ***. Why can't they be found???? They are not in my possession.
  I want them found, delivered and some compensation for this headache! I'm sick of this.
  

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Nationwide Moving and Storage LLC April 17, 2023 to move from ***** to ******. I had moved the previous year. Based on that I had the Bill of Lading for ***** cubic ft. I was quoted $7,200 for the entire move, which included discounts to get our business, up to ***** cubic feet at a price of $5.09 per cubic ft. We were packing all items since we had the boxes from the prior move. There was no special packaging needed (glass). On the day of the load (5/31) the movers arrived at 10:30 am with a box truck, which was not too small. The driver from the carrier (Atlantic Group USA, LLC) came back hours later with the actual truck. He was under the impression that they could unload in 2 days. After speaking with the dispatch team he could did not know which truck to load. It took until after midnight to get all of the items loaded since they had to unload the box truck first. Because of the delay it also started to rain and they had to bring all of the items they took out of the box truck placed on the lawn back in the house. I was then told that some items required special packaging (mirror boxes). I did not authorize this and called Nationwide who stated there should not be any additional charges. They ended up charging an additional $462 for that. The ******* said that the total cubic feet was ***** and final charges for the move would be $11,048. This is more than 50% higher than we were quoted. We had more than 15 extra large boxes from the previous move that were not used and the inventory we went over with Nationwide did not change ("we added in extra boxes just in case but you shouldn't come anywhere close to that total"). The items were delivered June 7. We never received the final bill of lading. We called Nationwide more than 5x and they claim to try to get it from Atlantic Group. We have items that are missing and are trying to file a claim but need that paperwork. As of today, June 24th, I still do not have the final bill of lading.

  

  Business response

  07/05/2023

  To whom it may concern:
  
  We are writing to confirm the receipt of the BBB dispute filed by ***************************** (job#T4222982),against our company Atlantic Group USA.
  
  In reference to the reason of the dispute filed by ***************************** is currently under review.
  Our office was contacted by Mr. *********** moving coordinators office Nationwide moving & Storage, LLC to facilitate the move from *****, ** to ******, **.
  The quote provided by Nationwide Moving & Storage reflected an estimated volume of **** cubic feet (copy of quote attached totaling $9,111.27). At the time of the relocation there was an additional 250 volume of cubic feet resulting in an increase of $1,272.50. The measuring distance on the truck reflected the additional volume as many of the items ****** by ************************ was not normal industry standard items.
  We reviewed the documents provided in reference to the packing concerns. As a courtesy our office will refund then additional packing charge of $462.00.
   Our office has been in contact with ********** and has since provided a standard claim form in order to claim in damaged/missing items. We will promptly review and provide a resolution based on the standard coverage elected.
  We recommend ************************ to speak with is moving coordinators office as the concerns within his complaint is not directed towards Atlantic Moving ***.
   If any additional information is requested feel free to reply in writing.
  Sincerely,
  Atlantic Group USA
  
  
  

  Customer response

  07/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My belongings were picked up from my home in ** on 10 February and was scheduled for drop off on 17 Feb in **. After providing final payment, the driver went to start unloading my belongings only to discover that what was loaded into the truck was not mine. My belongings were still in their warehouse in **. I was refunded the final payment and was told that their manager would contact me shortly to discuss next steps and compensation but that they would remain outside until a solution was decided upon. 45 minutes pass and I hadn't heard from anyone so I go to speak to the driver for an update only to find out that he had left.18Feb No one from Atlantic Group had reached out to me by the next morning. They're closed on the weekend so I reach out to the driver, a previous POC and leave a VM on their main phone. Finally a manager contacts me only to tell me, it's the weekend and they could not provide a solution until Monday. When I expressed my disappointment in their professionalism, I was told that it's Saturday and that hopefully I can see their level of professionalism on Monday. I was told that I would get an update first thing in Monday morning at 9:00 AM.20 February: At 11:20 AM I still hadn't heard from them so I called and was told they hope they can get me belongings by the end of the week. When I asked for confirmation, I was told they couldn't provide a guarantee.21 February: At this point they're not answering my calls and the responses I am receiving are only by text. I was mistaken for a different customer and was told that my belongings would arrive in 3 hours only to be informed that he had been texting the wrong number. When asked about what they're doing to rectify the situation, I received a text back that stated "I talked to higher *** about it. The best they can do is $100 discount" They have failed to deliver my belongings, professionalism, resolution and show any type of responsibility or remorse for a 100% preventable mistake on their end.

  

  Business response

  03/13/2023

   Our office was contacted by ****************** moving coordinators office to facilitate the move from ***************, ** to *******************. Our drivers picked up the items on 02/11/2023. 
  At the time of delivery there were a miscommunication of the load being dispatched to ****************** home.  The driver showed up to ****************** home 6 days after pickup to deliver her items. At that time we noticed the items were not placed on the designated truck. We at that time refunded ******************* for the inconveniences. Our office dispatched the load and delivery took place 02/25/2023. Please keep in mind our office delivered ****************** items within a reasonable delivery timeframe, based on moving regulations that allows the movers 21 business days to complete delivery. For the inconveniences that occurred our office presented compensation in the amount of $500.00.

  Again, our office extent an apology for the driver that arrived to ****************** home. We feel as we made an attempt to appease the ****************** and offer compensation as this was a unforeseen circumstance.
  If any additional information is requested feel free to reply in writing.

  Sincerely,
  Atlantic Group USA

  Customer response

  03/14/2023

   
  Complaint: 19441589
  
  I am rejecting this response because:

  21 Feb: The sales manager reached out to me after seeing reviews posted and I was told he was unaware of the extent of the situation. After our conversation, he offered me $500 off the final bill. I asked that he go to the company owner and discuss that with him further as I did not feel it was a fair amount considering the circumstances. I received a call later that day informing me that the owner was livid and wanted to fire those responsible for the mishap and that the drivers would be paying $500 out of their pocket. I clarified and said, so $500 from the company and $500 from the drivers? I was told that it would just be $500 from the drivers. He informed me that this quite generous considering I was technically in contract and is the best they would be willing to do and if I was happy with the offer that we could move forward with the price adjustment. I informed him that I was unhappy but if thats all theyre willing to offer then, sure I would accept it. It was at that point that he asked that I take down the review. When I told him I would not be removing my review, he said the $500 was conditional upon removing my previous review and that his boss wanted to fire those responsible and for those responsible for the error to keep their jobs, the review had to be taken down. I informed him that he could have the owner call me directly to discuss this further but I would not be removing the honest review I had posted previously. I didnt hear from them til 23 Feb when I reached back out for an update.
  They began screening my calls, would only communicate via text and only provided vague responses if any at all.
  24 Feb: I requested an update.  The sales manager I was speaking to informed me (via text) that my belongings would arrive end of week but when I asked what they considered end of week and if I could receive proof of my belongings being loaded, I received no response. I told the company multiple times that I was overcharged a stair fee and for supplies and wanted the final bill adjusted and they repeatedly ignored that request. I wanted this fixed prior to delivery because the drivers have no authority over billing and the office is closed on weekends.
  26 Feb: Its Sunday (start of new week, not end of week) and nearly 4:00 PM before I hear from the drivers and was informed they would be arriving in approximately 3 hours. Keep in mind, I was told repeatedly that I would receive a 24 hour notice prior to my belongings being delivered.
  The movers arrive at nearly 8:00 PM and unload my belongings. At the end I was asked to sign my inventory sheet and they went on their way. I didnt question that they didnt ask for final payment because the sales manager whom I had been speaking to said he would discuss this with their boss and I had requested that final payment be waived all things considered. Important to note that one of the men there had the name of the owner so I assumed after they left that could have been him.
  The movers leave just after 10:00 PM. Its important to point out again that I live alone in a new state. My phone automatically goes on DND at 9:00 PM nightly. I wake up the next morning to 7 missed calls and 2 text messages from the driver saying that nobody informed him that the final payment was refunded when they failed to deliver my belongings the first time and they needed to collect payment or he would be in big problems and that hed be waiting in the city. The driver continues to blow up my phone but I was waiting to hear from a manager as their lack of professionalism, conduct and communication continued to escalate and I was no longer comfortable communicating with the driver. By mid morning someone is at my door, knocking at first, then banging and inserting keys into the doorknob and physically trying to enter my home. I notify Nationwide movers, the third party broker company who hired Atlantic Group to inform them of the situation. I told the rep that I did not want to speak to anyone from Atlantic Group directly given what had transpired over the last 24 hours and we could reach a solution communicating through Nationwide as a mediator. A few hours pass and theyre at my door again, banging even more aggressively this time. I call Nationwide again and told the rep that the movers were at my door attempting to enter again. I was told they would only leave after the final payment was collected. I informed the rep that my final payment had not been adjusted despite multiple times requesting this. After much back and forth, the number was corrected, I paid them and they went on their way.
  Sincerely,
  *************************

  Customer response

  03/15/2023

  I did NOT receive the $500 as it was only conditional on removing an honest review on *******

  

  Business response

  04/13/2023

  Upon further review we extended the apology of the shipment being delivered a week later than stated (which was within the allotted time frame regulated by the *********************************). We made every attempt to appease the shipper. The driver made the attempt to contact the shipper shortly after delivery when he was leaving. The driver explained the customer refused to answer then explained to their moving coordinator they were not wanting to pay for the move. The customer later explained she incurred more charges by changing her flights. A manager from our office asked for the details in order to seek additional compensation. Until this day the information was not received. Unfortunately Ms. ************;wants a complete refund of her move whenthe services were rendered. We Strive to provide excellent customer service and have made a reasonable offer for the circumstances that occured with the delivery. Again, we extend the offer of $500 and she may contact our office to discuss further

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