AMS Van Lines

I did extensive research on finding a reasonable, reliable moving company. I decided the excellent customer service by our quote representative, John, was worth paying a few hundred dollars more for peace of mind. They were late by a day without calling (I had to call and ask where they were and we had to cancel and rearrange hotel arrangements), and the agreed drop off date is tomorrow. I called to verify the time they were going to arrive, and I was told that our goods are still in WA, and they don't have a date for drop off. No communication was given upon pick up or delivery, I had to call them both times. We will be going on an estimated week and a half before we may even get our goods, possibly longer, when I have told every representative over the last two months what day we needed them. A phone call would have been nice. They refuse to offer reimbursement, stating that in the contract they have between 2-21 days of agreed drop off date to deliver the goods.

Move size: 1 Bedroom Home Service cost: $2954

It has now been a number of months since our move from Colorado to Arkansas. We noticed right away some items were lost. As time passed we noticed more items we did not receive. The packing in Colorado went well. They did a good job. When items arrived in Arkansas and were unloaded a number of boxes weren't marked and some pretty beat up. Everything went into a storage unit as we did not have a home yet. Eventually we discovered some articles of furniture scratched. Not the best of experiences. As time goes by we still discover that we don't have a particular item, somehow lost or someone else has it. I understand moves aren't perfect and I give the company some slack due to that.

Move size: 3 Bedroom Home Service cost: $5500

We went with AMS after Sales Rep Zack Webb promised us direct delivery on the exact day we needed our items to be delivered. Problems started from when AMS confirmed a pick up date and time frame but no one showed up and I never received a phone call or email from customer service or Zack. I had to contact the company to see where they were and after 3 hours past my pick up time frame I finally received a call back stating they will be there the following day. No apology or concern that I had to take off work and rearrange my schedule to meet them another day. During the pick up, they informed me that I was under quoted 500 cubic square feet so my move with now be an extra $2500 plus an extra $500 in packing material. All of my items were being picked up from a storage unit and was already packed by another professional company. The day my items were supposed to be delivered to my new place I once again never heard from AMS so I had to contact them to find out my delivery window. That is when I was informed that my items where in a warehouse in my original city and I will not have them on the date as Zack promised. I had to wait an additional week for my items to finally get delivered. The delivery driver was rude and very unprofessional. They have a $75 fee for long distance carry over 100 feet. The delivery driver charged me for the entire length of the semi-truck so my apartment ending up being 110ft in which I was charged the $75. Finally able to unpack just to find a lot of my items were broken and now I'm trying to file a claim with AMS. During all of this Zack has not returned multiple phone calls, text messages or emails. I contacted customer service and there is apparently no manger that works for this company or anyone who would be able to help me. My original quote from Zack was $1800 and after I explained how many items I have it went to $3000 and now in total my cost for this move was $5500. This was the worst experience I have every had with a company and customer service.

Move size: 3 Bedroom Home Service cost: $5700

7/24/19_ Paid 70% of total cost to secure move day for the following day. Only went with this company b/c they said they could pick up on 7/25. After making the payment, they called back to say it would need to be Friday for pick-up. Job Number AO6851752. Sales Rep: Steve Rosen, Certified Moving Consultant 7/26/19_ Pick-up day. Only 2 movers, even though we clearly had more than 1100 sq ft. of stuff. Took all day and through the evening. Had to stay in a hotel that night b/c we couldn't get on the road. We did not give a delivery address b/c relocating and needed to find and buy a home in Michigan. 8/25/19_ Communicated target delivery date (9/13) and address to Steve Rosen. 8/26/19_ Confirmed receipt of information- "I Have sent your info to the Logistics/Customer Service Dept. They should be contacting you today" 9/3/19_ Because I had not heard from the moving company, I reached out to Steve. "what is the direct number to your logistics person? It has been a week or so and we haven't heard anything. We want to get our stuff ASAP!" Steve provided me the logistics phone number: 800-697-5791. I called and left a voice message. I did not get a call back. 9/9/19_ Got in touch with the company via the phone number Steve provided. Told them via phone and then sent a follow-up email with the exact address and ASAP delivery request. Was able to confirm they received the information: "Hello Mika,Your email has been received, our system has been updated and our dispatch department has been notified of this information."-This is from Sarah in customer service, even though it didn't have a signature- Confirmed again that we sent the check in the mail. 9/12/19_ Hadn't heard from the company and left another message on the main line. Reached out directly to Steve: "Your logistics people are saying we told them on the 9th that we had a move date. It was the 25th - We still do not have an ETA delivery date and I am beginning to think this isn't a real company and you guys are stealing our stuff. Who can I call to escalate my concern?" Steve responded: "So disappointed to hear of this. Call 8006975791 and I am reaching out to them right now as well." Me: "That's the general line. Sarah can't help me. She has no idea either." Steve: "I am contacting her boss now. Trying to figure out what is going on.If they haven't already, someone from logistics will be calling today with answers!" Follow-up that day: I received a call from Sarah, who said they are waiting on a delivery driver to return from the east coast to pick-up, and then head back out towards me in Michigan. It will be probably "a couple of weeks." 9/16/19_ Called Sarah back and was able to learn that the target pick-up date is 9/24 (the following Tuesday), and it will be approx 5 days from pick-up that we will expect delivery. 9/25/19_ Called Sarah to find out the ETA since they were supposed to pick up yesterday. Learned they did NOT pick up and they are targeting to be able to pick-up by 9/30 (next Monday) - will be another 5 days from pick-up at the minimum for delivery. Email to Sarah today: "Sarah, I want our record to show that we started the communication on the 25th of August - it is your internal communication issues that caused the original delay. I am not comfortable with you saying we initiated contact on September 9th. Our experience thus far is absolutely unacceptable. We have twin babies and have been sleeping on the floor for weeks. Even though you are right in saying we have been back and forth pretty regularly with communicating, that does not make this right. We have not had an actual ETA date set or it keeps changing. You're telling me there are delays. How is this acceptable business practice? It is your obligation as a company to provide the service your customer pays, and I see this as blatant negligence. You took our money and are now keeping our household goods. I demand to be put in touch with the next level of mgt" Update: We ended up getting our stuff delivered mid-October. The two guys who unloaded were sketchy. We helped them because it was such a big job and they didn't show up until 5:30 at night - we were unloading until after 11 with them. I climbed into the truck and it was very obvious our stuff had been moved multiple times - you could see water stains on the boxes from when they must have taken them off the truck in the rain earlier. A 50 in flat-screen TV was OBVIOUSLY broken -- "take it up with the company, they should be able to reimburse you guys, etc." It was the TV, a couple of standing speakers (expensive) and a glass decanter we got as a wedding present. I filed the BBB complaint and the company's response was, "you said your close date was 9/13 so we had 21 days from that day." -- That is clearly untrue in the contract. We went through all of the processes to get reimbursed and we finally (as of 1/23/20) got a response saying they will give us $98.. because we only selected the $0.60/lb option for insurance.

Move size: 4 Bedroom Home Service cost: $5300

Avoid by all means. This company will take your money and will never deliver your belongings. Picked up my stuff for a delivery from Houston to Massachusetts almost a month ago and still never received anything. First they told me they are coming on one day and never showed up. Next day they brought a contractor to load my stuff on a truck and he did a crappy job. After a week I started contacting them literally everyday To check where my stuff are and everyday there is a new lie. The last update I got is my stuff are loaded on a truck but they can’t find a driver to drive it. Out of frustration I told them to give me the money I paid upfront ($2000) and I’ll fly to Houston and pick up my own stuff and drive it myself and they told me yes but they can only return $600. If you are moving and looking I highly recommend avoiding Atlas Moving Systems. Not reliable!!

Move size: 3 Bedroom Home Service cost: $4000

I used this company last year from TX TO CALIFORNIA, they give u a estimate on the phone it will be different after they send the truck to pick up and try to tell u that u have more stuff than we estimate u so they charged me $750 more. Some of the computer parts stolen some furniture damaged. Contact the Insurence company and they ignore you and they don’t respond . I don’t recommend this company at all! They have some many surprises to take more money from u I paid the $750 on pick up and $700 on drop off! Very very bad experience with no

Exaggerations!

Move size: 4 Bedroom Home Service cost: $0

Dealing with Atlas Moving Systems has been nothing short of a nightmare. They quoted us at a reasonable price, promising to handle our items with care etc THEN after having our items in their truck quoted us at 3 times the original agreed on price and we recieved broken items and are missing items. We didn’t have our items for over a month and a half! They kept saying they don’t have drivers to move our items. Each time we called we were told that a manager will reach out and a manager never reached out. Don’t believe anything they say. The customer service representatives are extremely rude and non responsive. Go with a different company.

Move size: 3 Bedroom Home Service cost: $8000