Atlant Van Lines Norfolk VA Review

Atlant Van Lines (USDOT: 2593963; ICC/MC: 910233) is responsible for the worst moving experience of our lives. I have made 17 Long distance moves over the course of our life with the United States Air Force. Some moves were better than others, but nothing in our rather vast experience could prepare us for the Nightmare of Atlant Van Lines. I was deployed in the Middle East when I learned I was to move my family from Central Pennsylvania to the Hampton Roads area of Virginia for our next assignment. Normally, I would coordinate all the moving myself, but because of the short time I would have between the end of my deployment and my report date, I decided to solicit offers from Moving companies. I received requests from 13 Companies, each one making various offers of service. I selected Atlant based on their competitive pricing and the sales pitch from Aaron which included the following promises in writing: While moving with us you will receive: u25baA FIVE (5) STAR service in the moving industry (Guaranteed). u25baAssistance from your Moving Coordinator & staff throughout the entire move (Guaranteed). u25baProfessional packing and unpacking your household goods (Guaranteed). u25baFixed pricing and NO HIDDEN FEES (Guaranteed). u25baFixed time frames while moving (Guaranteed). u25baA Premium Full Service move (Guaranteed). u25baLicensed & professional staff (Guaranteed). I will address these statements: 1) A Five (5) STAR service in the moving industry (Guaranteed) u2013 Admittedly this is a bit nebulous in definition, but according to blog.customerlobby.com, Five Star service is generally understood to include the following: a. u201cThey went the extra mileu201d: eg. Not only did the company do everything they said they were going to do but they included a little something extra. This icing on the cake may have been fixing something at no extra charge, showing the customer how to use the new product, or explaining the charges on the bill. The company that pays extra attention and takes extra good care of its customers leaves a lasting impression u2013 As I will detail in the following, the company did not deliver on basic promised services, let alone make any effort to gain my satisfaction as a customer. b. u201cThey cleaned up afterwardsu201d: eg. Thereu2019s nothing worse than a perfect service call that ends in a clean-up job for the customer. Nobody wants to spend an hour cleaning their house after the serviceman leaves. The companies that do it right are the ones that donu2019t leave behind unwanted u201cevidenceu201d that they were there u2013 The movers left trash everywhere, both on pickup and delivery. This was particularly strange since we did all the packing of boxes. The movers left tape rolls, cigarette butts, food debris and cans and bottles (including alcohol bottles) around my house, garage and yard. I will discuss the physical damage done to both premises further on. c. u201cThe workers were polite and respectfulu201d: eg. Please and thank-you go a long way with customers. So do calling to let the customer know if youu2019re running late, wearing booties over your shoes in the house, and asking if there is anything else the customer needs help with that day u2013 To be fair, the actual movers, with the exception of Constantine, the Foreman for the initial pick up, were friendly and showed gratitude for the meals and soda and water we gave them. Constantine was arrogant and dismissive throughout the pick-up, and Arthur, the primary coordinator, is a master manipulator and extortionist who uses threats and intimidation to overcharge customers. The remaining support staff tended to be rude, dismissive and/or unhelpful during phone conversations. d. u201cThey followed upu201d: eg. A company that picks up the phone or sends an email to inform their customer about the status of the work, or checks in after the job to make sure everything is working properly, is a company that shines above the others. The follow-up call could even include an invitation to write a review u2013 There was no follow up. They still arenu2019t returning my calls about all my missing stuff and have ignorred my settlement request even though i followed their reidiculouosly complex procedure to the letter. 2) Assistance from your Moving Coordinator & staff throughout the entire move (Guaranteed) — Aaron was very quick to return calls and keep in touch with me initiallyu2026until the day of the move, when the trouble startedu2026then no one would accept my calls or return my calls for THREE WEEKS! After finally coordinating delivery, no one has returned my calls to help me find my missing items (15-20% of the total shipment.) 3) Professional packing and unpacking your household goods (Guaranteed) u2013 I had packed my own boxes (as agreed in our “Binding Contract””)

but had arranged for the Loading team to disassemble (as needed)

wrap and secure all furniture items. On the first day of our scheduled u201cfour houru201d move

the loading team

led by Constantine

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