Atlas Movers / The customer service we received from this company was terrible!
We recently moved on August 11, 2006 with Atlas movers and have several problems with the service we received. The driver was looking for any excuse to bill us for more hours and gas mileage and therefore decided to take a route that was 20km longer between our old residence and new residence (the most direct route was 50km, there route was 70km and took 90min longer). The driver's detour cost us an extra hour of labor and more gas mileage. We requested that the driver take the most direct route before we left for our new residence however he disregarded our request and as a result we waited for over an hour for our belongings to arrive at our new residence (not to mention the truck had a 30min head start). The driver claimed he was trying to avoid traffic however he ended up taking a route that took him along the main route that all cottage owners take to go north on a Friday afternoon in the summer. We attempted to resolve the issue with the driver but he explained we would have to discuss the issue with customer service. In addition our furniture (a book shelf) was damaged and we were told someone would contact us about this as well. After a week we contacted Atlas because we hadn't heard from anyone. When we contacted Atlas there was no one available to speak to from customer services directly and we were told someone would call us back. After several calls we did hear from the movers we were promised the issue would be looked in to. Alex Carol- the customer service representative failed to return our phone calls numerous times and he gave us a phone number for the customer relations department that was incorrect and for a completely different company. After 6 weeks had gone by we asked Alex what he had done to resolve the issue and his response was "I don't have to tell you that." During our final phone call with Alex we were told there was nothing he could do about the dispute over the route the driver took. We attempted to resolve our issue through the Better Business Bureau however Alex and Atlas Movers stood by there claim that it is acceptable to drive great distances out of the way to avoid traffic. Alex also claimed to return all of our calls within 72hrs... wow was that ever a lie. The customer service we received from this company was terrible. It is impossible to speak with anyone when you have a complaint and when you do manage to get a hold of someone they don't call you back and give you false numbers when you try to go above them. I would definitely never use Atlas movers again or recommend them to anyone. However, I'm certain that if they continue to provide such poor service they won't be around for much longer.