Atlas Van Lines

It seems most of the positive reviews for this company target local moves and the inter-​state move experience is much different. The term ‘nightmare’ is an understatement! They promptly respond to service requests and complete the initial survey, then take several days to issue the actual estimate. Once booked, contact was sporadic at best. We initiated the call to them one business day before our scheduled pack/​load because we had received no confirmation or arrival time. On packing day, two workers showed up around 11 am (rather than the stated 8 — 9 am) and immediately began complaining that they were not told they would be packing the full contents of the house. The remainder of the day was spent listening to one complain about the laziness of the other and both complaining about the pay and treatment they receive from the company. In fact, one person was actively looking for a new job because he did not like ACE/​Atlas and how they treat their workers (his words).
After completing the loading and paperwork around 6 pm, we headed out to our hotel for the night before beginning the 1850 mile cross-​country drive.. . Upon arrival in our new location, the nightmare intensified with repeated delays, inability to get updates on the status of our shipment, and overall poor communication and disinterest by ACE staff unless pushed for assistance or answers. The anticipated delivery date was pushed to ‘tomorrow’ at least 3 times, and ultimately they failed to deliver within the window dates identified in the contract.
Unpacking was the next chapter of the nightmare. We failed to receive some items. In fact, the delivery driver had this to say about our missing 2-​wheel heavy-​duty dolly — «those never make it to their destination. Once they hit our warehouse, they always become lost. But, I guess we always have enough equipment at the warehouse!». The number of broken or damaged items is high. The packers clearly had no skill nor interest in safely packing and moving our belongings. Fragile items were found in boxes unwrapped and broken. The base to our 32″ LED TV was apparently removed and thrown on the truck at origin, never to be seen again. Boxes were received partially crushed due to improper stacking and handling.
So, now we have the entire claim process (including the denial, appeal, arbitration, etc) to endure. Oh, and surprise, after our last call to ACE to request a claim form and notify them of our dissatisfaction, we have had no further contact from them. No ‘we are sorry’. No ‘please let us know if you have further questions about the claims process’ Nothing. They seem to be most interested in collecting the $$$ and moving on to their next debacle and unsuspecting victims!
Avoid ACE and Atlas at all costs for any inter-​state move! Absolutely horrendous!

We did not have a good experience with Atlas Van Lines, and I do not recommend them.
We relocated from Austin, TX to the Bay Area, California in September of 2013. Because we got a late start to an extensive remodel of our new home, we only just today had our household items delivered out of storage. Our worst fears were confirmed.
The crew in Austin was sloppy and we had to stay on top of them to even get the basics about packing right. One glaring example: our sales rep, Eric K, helpfully suggested we purchase a packing box for our TV ourselves to save $$ (vs. what Atlas would charge for a box) — but the crew foreman forgot we had the box and by the time we realized, the TV had already been packed onto the truck — in blankets! He was the one driving the truck to the storage destination and he promised he would store the TV in our box there. Well, he did — but wrapped in blankets and without the customized foam inserts. He removed the inserts from the box for some unexplained reason. TV, broken beyond repair. We have one custom upholstered sofa that we pointed out should be handled with care; the shrink wrap was cut and the upholstery is now stained. A high-​end coffee table set? One of them is smashed in one corner, so there goes the set. We haven’t even begun to unpack so are preparing for more damaged goods.
When we were relocated to Austin in 2004 my employer paid for the movers. There was some expected damage that was subsequently addressed and covered, but that was a much, much better experience.
I’ll update as the resolution process gets underway. For now, STAY AWAY from Atlas Van Lines.

Absolute nightmare to work with. Sales person, Chris R. tells you what you want to hear, and is completely incorrect. Amy G. coordinates your move after signing a contract and is a nightmare to work with. This agency operates as if it was a low-​budget moving company you would find in the Yellow Pages. They failed to return phone calls, keep us in the loop, or take any responsibility for the delay of our delivery of items. Stacy B. & Greg are the owners who failed to return calls when requested. All persons spoken with in this agency were combative and condescending.
This is a extreme example of the poorest level of customer service. We had to get corporate involved for any remedy. My suggestion: go with Mayflower, United, Allied etc. for any move.
Atlas should be ashamed they allow these owners to operate and represent their name.

ONE STAR IS TOO GOOD FOR THIS BUSINESS. Atlas/​ACE moved our possessions into storage in Kyle, TX, then to Florida. When the goods were delivered there were many damaged items, the total value our loss was over $ 19,000. The receiving agent at Spirit Movers in Sarasota said the truck pack was one of the worse he’d ever seen. Furniture was damaged, and many boxes were crushed.
We paid for additional replacement value «insurance» but the company denied our our claim, saying that the damaged items were not packed by them. The packing requirement was NEVER disclosed by their agent when we signed the contract. In fact, we were NEVER provided with a copy of the policy. All items were packed in the same manner and with the same materials used by ACE. When we presented our claim, ACE originally offered to settle, but then withdrew the offer. The only legal recourse against this type of fraudulent business practice is to sue in federal court, which would cost far more than our loss in both money and time. USE THIS COMPANY AT YOUR OWN RISK.

I have used Atlas Van Lines TWICE and both experiences were incredible. My first move was literally just down the street and the crew was amazing, on time, and didn’t break a thing! The second time was across the state and the crew again (though different) was amazing, on time, and didn’t break a thing! I cannot recommend this company enough, your next move should be with Atlas if you want an easy/​pain free experience. I’d also like to add that Stephanie, the Relocation Coordinator, is a dream to work with, very professional and gets the job done.

So far I’ve had an awesome experience for my move from Austin to Chicago. It started from my first interaction with Amy, the relocation specialist, who has since been incredibly responsive (like, answers within the hour), knowledgeable, and upbeat. I asked her about providing wardrobe boxes, and she made sure the crew arrived with them the day of pick up. Chris came to do my estimate, where he was thorough, friendly, asked the right questions, and quick. I appreciated that the estimate was done in person because it was the lowest of all the estimates I got from other movers, who all did their estimates digitally. Avery and Aaron came to help pick up and were done within four hours. They were very thorough with inventory, wrapping everything, and quick to load. Avery explained the paperwork very well and was clearly experienced.
The one thing I will say is that wardrobe boxes are not very big (think elongated paper boxes), so overestimate when you ask for those. Just a tip and not a comment on the crew.
I will be sure to update this review once delivery happens, but from the Austin side, this is a great crew and I would recommend Amy, Chris, Avery, and Aaron to anyone.

We have used Atlas twice and they are AMAZING! They are professionals from the start to finish. The quotes were fairly priced, the communication before, during, and after the move was top rate. I moved a home my family had lived in for 14 years. I was dreading it! They came in and made the whole process seamless!
They recently helped me move my 84 year old parents to Austin. They were caring, understanding and so compassionate about how stressful this would be for them. We had to change our moving date last minute and they didn’t hesitate to accommodate our family. Customer service was amazing!
The movers themselves were professional, respectful, and STRONG! It was great to watch them in action.
I would recommend Stacy Black and his crew to everyone I know! Thank you Atlas!

Seriously the world’s worst moving company. If it was possible to give less than one star I would. You should check out the reviews written about them on Consumer Reports. I really wish I had. Almost every piece of furniture they picked up was delivered damaged including my bed which is totally non-​usable because they lost and damaged a large number of the parts. It has been six weeks and I have still not slept on a bed. Luckily they did not destroy my couch. The worst part is now I have an entire condo filled with useless junk and they refuse to even contact me regarding my claim let alone come pick it up. I can’t even purchase new furniture because there is no room. The only reason I went with them was because they were listed as a preferred provider by the company I work for who paid for the move. All I can say is I hope no one ever uses them again.

Ace Worldwide in Austin has moved my family twice and they are nothing short of amazing. Our last move was in the fall and my daughter was leaving out of state for homecoming. Lo and behold we could not locate her dress. Thank you Stacy and his quick response (and patience), we were able to locate the dress and send her on her way.
The entire team at Ace Worldwide is amazing. Thank you!

I had a HORRIBLE experience with my last move with a different company, and Ace Worldwide more than made up for it. Now that I know a great deal more about moving, I will ALWAYS GET THE INSURANCE, and I will only use a company that’s been in business for several years (at minimum). I mention this because I’d checked the BBB, and Legacy (see other reviews) had no complaints — yet. Evidently people open up shop and do a few moves and take what they can get, then just go out of business. SHADY. Very little risk for them, it seems, when conducting an Interstate move (to another state). You’re protected by the Attorney General and all sort of agencies if you move within one state, but there’s basically no regulation between states. There’s a tiny federal agency that will take your complaint, and if too many are filed against one company are filed, they pull the Business License. That’s it. I was out about $ 10K in damaged and missing items.
But anyway, leaving Austin to come back to CA was fantastic. Stephanie Hernandez set everything up for me, but I’m not sure if that’s what she does 100% of the time at Ace. I actually didn’t have a new address yet, so she was willing to work with me on the fee to store my things in Austin until I knew where I was going to live. This did set me up to have to wait the transit time for my belongings, but it was much less expensive than storing them on the CA end. I would never had known that if she hadn’t proposed the idea. Thank you, Stephanie!
I got my new place, let her know, and she set up a delivery date. The movers arrived on time, were completely professional, and cared about my things… unlike my prior experience when the movers actually dropped things and dragged furniture (I’m not kidding).
I made sure I would be moved by THIS company and not subcontractors. Maybe I didn’t need the insurance this time, but the security was worth every penny I paid for it. Nothing was broken or missing. Everything arrived just as I’d packed it. The only thing that would have made me happier is if the guys had put something down to protect the carpets rather than allowing me to do it half-​assed. I see it as a small price to pay.
Highly recommend!

Thanks to Chris at Ace Worldwide for helping us move. Everything was well planned out and went perfectly. If you need a moving company call Ace, ask for Chris Ramthun, his personal service made all the difference to us.
Not sure why the other review is for the Connecticut branch. This is Austin.
Chris also helped a friend of mine move from Florida to Washington State. So I know he takes care of his clients.