Atlas Van Lines (Canada)
Reviews and Complaints

Several required repair or replacement from our our move. There have been no response to our request to get these issues sorted despite numerous phone calls to their claim phone line or emails to the adjuster or their supervisor.

We filed a damage claim with Atlas, which was approved, receiving a Claim Settlement dated April 3. Despite multiple inquiries regarding the unpaid funds of $320.00, we only received apologies and assurances of an e-transfer to our bank. The contact person is available via email and at [protected].

Paid for moving from Edmonton to Vancouver. Was told the moving costs came with basic insurance against loss/damage. On delivery, a large console table with marble top was damaged. The marble is cracked in half and table is buckled. It is likely a result of too much weight being placed on the table. Contacted Atlas and they said to file a claim, that was well over 4 weeks ago and I still havent heard back. Have emailed multiple times with no reply.

Atlas moved my furniture and effects( Move Registration # ***) and damaged 17 items. I filed a claim on 18 Aug 20. After trying 6 times through calls/emails, the claims adjuster, Debra H. has failed to respond to my calls or send a repairmen over to fix the damaged items. Each time I call and talk to a service rep they say they will forward my request to Debra and she will get back to me. This has not happened. In addition, on 25 Sept, on my last call to a service representation I asked twice that my complaint be sent to a manager but was refused. They keep saying wait till Monday, etc, etc.

As I was preparing to move from Saint-Hubert, Quebec to Borden, Ontario, the moving company sent someone to verify that all my appliances were in working condition. The representative came on July 15 and considered all the items to be in working order. After the move, I noticed that my dishwasher was leaking and the temperature display on my wine cooler wasn't working anymore. I notified the company and they sent someone over on September 11. I was told by the representative that both would be repaired but it could take up to a month in order to obtain the part for the wine cooler. The day after, someone called in order to obtain the serial number and brand of my dishwasher and told me they had the approval to repair both items. Meanwhile, the repairman that came told me that day that he was still waiting on approval. After many weeks of getting in touch with *** I was finally told on November 13 that the applicance company advised the damage was not move related. I tried multiple times a week via email and phone and leaving voicemail messages to have a clarification on the situation without any answers. Finally, on 20 February I got a hold of her and was told that the company stated the arm and jets were damaged due to wear and tear and the wine cooler was working but the display is a common problem and it was not move related. Nothing to do with the dishwasher leaking. I have a paper stating both were in working condition prior to the move and then they are not in the same condition after the move.

Our claim number is XXXXXXXXXX. We met with several moving companies July to arrange a long distance move from Ontario to PEI end of last summer in August. We opted to use *** from Oshawa. They are affiliated with Atlas. They loaded our belongs Aug 20 and delivered them August 28/19. The rep Jena attended and did a walk through for the original quote. We signed a contract for the move and purchased full insurance coverage. Of the 3 movers that arrived to load truck on load day, 2 were *** and 1 of them spent morning in our bathroom. I notified *** at that time. The movers were new and didn't know how to wrap furniture or lift it, and caused damage. The driver was in a rush to make it home to his girlfriend. Several items were not inventoried correctly. The driver indicated *** that most of my furniture was damaged with coding list they use. I corrected that, and called company to tell them he was doing this. The driver called us to report that we had been substantially overweight at the weigh in scales. The rep called us to inquire about that as she couldn't understand why it was so much more than she assessed on her walk- through. We ultimately paid additional money for the overage but we now question if this was *** action by the driver. Upon arrival in PEI of our things, the driver had dismantled & damaged most of the pieces of furniture and several things were missing. I have a harvest dining room table and he had dismantled the double pedestal and the pedestal parts arrived in a crushed garbage can. The driver stated he had to get as much in the truck as he could to make the trip profitable for him. He stated he had to load and unload many times and some of our belongings were in a New Brunswick warehouse. Throughout the entire process, we have made contact with Atlas/***'s to try to resolve our claim. It took several months (Dec 2019) before they took any action, and that only included repair of some of the items that could be repaired. There were over 20 items damaged/destroyed by the movers. I have emailed/phoned and left messages multiple times about the balance of our claim. The outstanding cash settlement is substantial as there is a $5000 desk and $3000 worth of leather dining chairs (plus other unrepairable items) that they will not address. We want our claim completed.

This is a summary of the move from Ottawa, Ontario to Vegreville, Alberta. The move was organized by the RCMP due to *** being posted to Vegreville Alberta RCMP Detachment. The move coordinator *** spoke with from the RCMP was Karen C. *** Graduated RCMP depot October 7th and left Regina October 8th back to Ottawa, Ontario. The Packers were scheduled to come October 10th at approximately 8:30am. The two packers that came were late and within the first hour one of the two packers left sick. *** and I had no part of the packing. As that was done by the company the RCMP hired. The following day October 11th the movers arrived late and started to move the packed boxes into the Atlas Truck. *** Signed the contract for the move and was told that our stuff would be held in Edmonton, Alberta until we received possession of our rental property. *** and I drove to Vegreville, Alberta from Ottawa, Ontario- we arrived October 17th. On October 23rd at 9pm we were advised by ***s parents that the Calgary Police left a Voicemail stating our moving truck was broken into. The next day we called the moving companies involved, the Calgary Police, as well as the RCMP Coordinator. The manager of the moving company Cathy M. called us back and advised she was told that only a plastic bin was stolen but was unaware of the complete number of items that was missing. The Calgary Police advised she did not know the amount of stuff that was stolen, however, she stated the driver was sleeping and heard a bag from his sleeper, the driver than woke up and checked his rear-view mirrors and went back to sleep. On October 25th, the moving truck arrived to Edmonton to the Atlas's Holding Area and was unpacked and stored in a storage building. November 1st, we moved into the Rental Property and the three movers were supposed to come from Edmonton to unpack our stuff into our new place. The movers arrived in the early afternoon, only two movers came to unpack our belongings. While the movers were unpacking most of the boxes were damaged and labelled incorrectly and poorly packed. There were boxes labelled Living Room but full of Clothing and with Kitchen Appliances in them. Our Flat screen TV was scratched, dressers were damaged, and over 19 Boxes were missing. The movers commented that the driver was *** seemed off when he arrived to the storage unit in Edmonton on the 25th of October. Atlas Canada advised us to make an itemized list of the missing items. We have done so Since November and We Have Called all the parties involved countless times and have ultimately gotten no resolution. We are roughly 10 months since we've moved and we lost approximately 61,000$ worth or more of value and the insurance has failed to provide us with a settlement. They tried to offer us 7,000$ and they've all failed to communicate properly with us, leaving us in the wind

Hello, I had a full home storage and move with Atlas van lines. Issues began on day 1 of pack which was July 10. I requested special care be taken with antiques and was met with attitude. This was reported to the company. Day 2 was load day, July 11, a truck without sufficient room arrived. I expressed my concerns with the driver and he agreed that perhaps the truck was too small. As it turned out, even with me leaving a full bedroom suite, sofa, loveseat, and several small articles behind, the full load did not fit. The next day, July 12, the driver returned, luckily I still had possession of my home. The remaining articles were loaded including antiques. The entirety of my home belongings were put in storage at 220 Bayview St, Unit 3, Barrie, ON L4N 6S7. Delivery was to occur on October 1. Notice of this date was given and as the date drew near I reached out and confirmed. I took possession of my new home on September 30, making sure I was there for delivery of my household on October 1. Anticipating the truck arrival all day, no communication from the driver or dispatch nothing at all from the company. Finally in early afternoon I reached out and was told the truck has a breakdown. Again only after I reached out. Never told a time frame in which to expect delivery. Finally in early evening hours the truck arrived, approx. 7 pm. There was also a white minivan which I believe to belong to the truck driver. The Driver and three assistants arrived, two of which wore flip flops to unload my belongings. No one wore anything to indicate they worked for the company. No bingo sheet was provided until requested and one was hastily handed to me, not properly filled out. When my belongings were loaded I was told that the driver on the delivery end would reassemble my beds, tables, etc. Darkness arrived and the unloading was going slowly. Several items were missing and when I brought this up to the driver he insisted they were here even though clearly they were not. He said he had brought the items in and I just could not see them as it was dark and the house was crowded. I asked about his assembling my bed etc., he passed this off to one/two of his helpers. They did a terrible job which resulted in my bed breaking. A claim was filed for the bed and a few other items which were broken. Within a day I discovered multiple items that were not delivered and reached out to the company. They agreed an entire skid of my belongings did not make it onto the truck. At that time I told them I did not want the same driver bringing me the remaining items as he bullied and intimidated me and was totally unprofessional. Weeks later at 6 am a truck was in my driveway. Same driver. No call no email nothing to advise he would be arriving to drop off my remaining items. In fact when I said he was lucky we were home as this was a Saturday he again tried to intimidate me stating he was doing me a favour. He stated he could have held onto my skid of belonging another couple of weeks but he had been forwarded an email that spoke of my winter clothes being on the load. Again totally unprofessional. I reached out to Atlas van lines on November 2 to state my absolute displeasure with the horrible service from start to finish. November 17 I sent a follow-up as I had heard nothing. Both emails went to [protected]@atlasvanlines.ca November 30 I received an automated reply about being out of the office until December 1 Finally December 7 J. Novak replied and said she was looking into the matter. After being bounced around finally got my claim refund, but nothing in regards to the horrible service/treatment. January 15 I sent another email requesting an update. Again automated reply out until January 19. Nothing since then. I never received a final bill. I am appalled at the service from start to finish. Please help me/others.

While attending basic training with the CAF, my belongings were in storage with and then moved by AMJ Campbell/Atlas Van Lines in Barrie, ON. Originally moved from Orillia, ON on July 30, and moved into a new storage unit in Saint-Hubert, QC on February 27. A lot of my furniture was damaged/went missing in the process. The delivery driver stated that he would make a note of the damages, and there was nothing I needed to do at the time of delivery, just that I should call customer service afterwards and they would walk me through the claim process. The driver and his assistant moved everything from the truck into the new storage unit by themselves. I called customer service on Feb 28, 2020, they confirmed that I didn't have to fill anything out at the time of delivery and since my belongings went into a new storage unit rather than being unpacked for me, I then had 90 days to go through my belongings and to file the claim. I filed the claim on March 11 and went back and forth with the company about it until the end of June while they repeatedly lost and found my missing items, and advised me that they would ultimately cash settle with me for the damages and some of the missing items that they finally decided they couldn't find. The damages/replacement costs totaled $2150.00. (As they did actually manage to find the 2 missing pool cues and after several attempts managed to ship them to me but both cases were destroyed in the process, which were $30.00 each to replace.) The first offer they sent me was for $60 (just the pool cue cases) and included a copy of a form that I was never provided with (but apparently should have been during the delivery, as I should've had it to check items off a list as they were moved from the truck to the storage unit and it required a list of damages and missing items at that time - I never saw this form prior to them sending me a copy of it on June 30), that apparently has my signature on it and a date that is clearly not in my hand writing. They stated they couldn't assume liability for any of the other damages because I hadn't filled this form out at the time of delivery, when it was never provided to me, and I was clearly provided with misinformation from the Driver and Customer Service about the claims process. I would like to state that my signature was forged on this document because I had never seen it before, and I do have a witness that can verify that it was never provided to me, as well as what the delivery driver advised me to do in order to file the claim. I disputed the first offer on June 30 and on July 9 they came back to me with a new offer of $1300, stating that they had managed to obtain additional information from the Barrie Warehouse and that the driver had actually made note of some of the damages. They did not address or even acknowledge my concerns about the forging of my signature or the misinformation I received from the Driver and Customer Service. I've now disputed the claim again as of July 9 but have not heard anything back. I'm extremely frustrated with the lack of customer service, the misinformation, and the forging of my signature. On multiple occasions they have failed to get back to me with additional information, all of which I have documented through my notes as well as multiple emails that I've sent and did not receive a response to. I do have the original moving forms from when they originally picked up my belongings that state there were no damaged items (other than my couch, which I'm obviously not trying to claim). The items damaged were: my great grandmother's cedar hope chest, a coffee table that my grandfather made, a wooden chest of drawers, and 3 cube shelving units. The missing items were 2 pool cues and cases, and an elliptical exercise machine. I'll be happy to provide additional documentation, pictures of damages, and copies of email's but this form will only allow me to attach 1 file.