Atlantis Van Lines Over Charged, Late, damaged and missing goods and a insurance company that was just as disappointing Denver Colorado

I would like to relate a recent uncomfortable relocation experience that I had moving household goods from Kansas to Arizona. It involves more than one service provider, doing business in more than one state (including yours), which is why I am writing this letter to your office. I believe that I have been overcharged for unauthorized packing and over weight calculations for an interstate relocation by a moving company and because they erroneously listed my goods as packed by owner (PBO) I have been refused coverage for damages and loses by the insurance company.

I don't know if the actions and/or lack of were illegal, but I do know that I personally feel like I have been financially abused by supposedly, "honest", "caring" and "acclaimed" professionals in the moving and insurance industry. I have personally been trying to get this matter addressed through all the parties concerned but nobody seems to care. I expected honest and respectable services from the parties contracted to deliver goods.

My efforts have been unsuccessful in harvesting anything except a filing folder of arrogance and boilerplate red tape excuses for uselessness and deceit. I will appreciate anything your office can do to remediate my situation and prevent anyone else from going through the same incompetence, arrogance and loss of time, money and property, as a result of retaining the services of amateurs masquerading as professionals.
Details: Relocation (Manhattan, KS to Yuma, AZ) on 15 June, 2005 through 20 & 21 June, 2005.

The move was scheduled over the internet, through

ATT: Justin E.
Union Moving
3430 East Jefferson
Detroit, Michigan 48207
Voice: (800)760-6525 X-222
Fax: (800)760-6524
ATT: Justin E.
justin@unionmoving.com

Union moving originally assigned the move to the following carrier:

Shiva Transport
Address and Phone Unknown
DOT# 1321263.

When the goods were loaded in Manhattan, KS for some reason they were picked up by:

Atlantis Van Lines
Address: 3837 Monaco Pkwy
City: Denver
State: Colorado, CO
Zip Code: 80207
Toll Free Number: 877-941-3080
OR
Atlantis Van Lines
11000 East 51st Ave.
Denver, CO, 80239
License: PRC-60433
License: ICCMC-424552
License: USDOT 1022698
The insurance carrier for Atlantis is listed as:

Anthem Claim Management, LLC
2351 W. Memorial Court
Anthem, AZ 85086
623-551-3248

Additional insurance was purchased over the internet for high value items through:

MovingInsurance.com
http://www.movinginsurance.com/
Policy ID Number is: 1008976
Username: amessc@gmail.com
Password: 12232
Moving Insurance, LLC
209 Cooper Avenue, Suite #7
Montclair, NJ 07043 USA
Tel: 888-893-8835 (International customers please dial 973-509-9814)
Fax: 888-893-8846
OR
Moving Insurance, LLC
251 Park Street, Suite #4
Montclair, NJ 07043 USA

Who assigned the policy to this agent:

Inter-Trans Insurance Service, Inc.
9311 Irvine Boulevard
Irvine, CA 92618
Telephone (949) 387-9220
Toll Free (800) 251-0678
Fax (949) 387-9241
Susan Miller, Claims Department
Claim # 35926, Ref. # 2012254

The first complaint is that Atlantis required all of the bill before they unloaded the goods, rather than 110% and billing the balance later, which as I understand it is the law. I had to drive 180 miles (to Blythe CA and back) to find a local branch of my bank to pay the overcharge to the con artists to unload.

The second complaint is that Atlantis was contacted regarding refunds for excessive, unwanted and unneeded and unauthorized packing and loading expenses and excess weight charges. The Atlantis staff took it upon themselves to repackage our goods, with out authorization (which completely screwed up the inventory that we had from the warehouse).

This was unwarranted, unauthorized and resulted in an increase of $ 2,289 for which I requested a refund. Atlantis staff was told to cease repacking the goods and until an accurate appraisal of the inventory and cost could be ascertained. They continued without authorization until the end of the day, resulting in excess and unnecessary handling and material fees. The Atlantis staff told us that the repackaging was necessary because the goods would not fit into the two (2) undersized (unordered by me) and inadequately maintained trucks (which I still have no proof that the trucks were ever broke) that they supplied, instead of one appropriately full sized moving van, provided with an ample supply of moving blankets (which Moving.com assured that it was their policy to supply an adequate number of blankets) for proper packing (We observed only six to eight moving blankets, that Atlantis supplied to pad the whole load). Atlantis did show up however with a truck full of extra boxes and packing tape. It is unrealistic to believe that items fit better in the trucks, being packed in oversized boxes.

The Atlantis weight differential charges were also contested. There was a significant difference between the Atlantis materials weigh-in versus the declared weight, when the goods were originally put into storage. The original weight of the load, was listed as 16,254 pounds (as weighed at the time the goods were put into storage). The Atlantis weigh-in came to 17,840 pounds. The differential is conveniently, a weight difference between 2 pair of saddle tanks, unloaded versus loaded with fuel and/or the addition of extra passengers at the final weigh in. I contend that the weight of the goods never differed from the time they went into storage and the time they were delivered.

I requested a refund of $618.54 for the1,586 pound weight differential of the materials. Atlantis (Roy) did tell me that they would refund any money that I felt was an unwarranted expense. He said that we should contact him regarding any disputes over costs and that he would look into it. A letter was sent to Atlantis regarding the over charges and they have refused to respond.
MovingInsurance.com was contacted, regarding the policy for making a claim against their assigned insurance carrier, Inter-Trans. They have yet to respond to my request.

Inter-Trans Insurance has been contacted regarding processing of my claim for damages. They have responded by saying that goods "packed by owner" are not covered by the insurance and that I never submitted money to them for the extra insurance services (It was sent to MovingInsurance.com) and that they are not associated with MovingInsurance.com (in spite of the fact they assigned a claim number to me for the insurance). I have informed them, to no avail, that I was not there to pack anything. Inter - Trans Insurance Company will not cover any damages because of the erroneously PBO items listed by Atlantis. Anthem insurance was also contacted regarding a claim on the damaged goods. They too insist that the goods were packed by owner and therefore will only cover a small portion of the damages for the same reason.

I am sure you are familiar with the moving company standardized practice of "sign the Bill of Lading or the truck will not be unloaded". I also believe that during a hectic day of unloading a truck that showed up four days late (with me being told that I was responsible for checking off the inventory, therefore not being allowed to inspect it as it was unloaded) that it is impossible to ascertain damages surrounded by a house full of boxes and movers. Their response was that they are only responsible for items that the carrier loaded (which in my calculations is 100%). I still insist that the big, bulky heavy items that were damaged and lost, were not packed by owner, as they persist.

The damaged items were packed by a professional mover who had total control of the loading, packing, storage, transport and unloading of the inventory. The goods owners were not even in the same state as the inventory (we were 1,500 miles away), during loading, so it is very unrealistic to believe that the goods were packed by owner. Inter-Trans and Anthem Insurance companies do not understand that the excess packing fees charged by Atlantis constitutes a NOT packed by owner item.

Damages include:
I have lost a $500 bicycle and a 20 foot extension ladder that no one knows anything about or even cares.
I have lost two (2) tool chests and a box of VHS tapes, cd's and dvd's that somehow disappeared during the course of being moved from a secure storage location to my residence.
I have opened boxes, that for some reason have been found to be empty, therefore I have no idea, or can even begin to imagine what it is that I have lost.

Since the insurance companies are not responding to me and because Atlantis erroneously listed my goods as PBO, I also hold them responsible for the damages as listed on the attached Claims Form (my request for insurance reimbursement from Anthem and Inter-Trans).

I contend that the damaged big, bulky heavy items were not packed by owner, as they persist (Atlantis personnel conveniently took it upon themselves to call almost everything as PBO, except what they uselessly repacked). The owner was 1200 miles away. Particularly disturbing was the fact that they completely destroyed an antique barber chair that I refinished and I am now left with a 300 pound disposal problem. The amazing part is that they still insist I packed it. PBO is unrealistic because my big bulky furniture items are listed as PBO and I still insist that I wasn't even in the same State at the time.

The damaged items were packed by a "professional" mover who had total control of the loading, packing, storage, transport and unloading of the inventory. The owners were not even in the same state as the inventory (we were 1,500 miles away), during loading, so it is very unrealistic to believe that the goods (including big bulky items such as furniture and appliances) were packed by owner.

I also contend the Atlantis supplied two (2) undersized trucks for the move and approximately 6 -8 moving blankets for padding. They did however show up with a truck of extra boxes, tape and bubble wrap that they freely used (and charged me for) to repack my goods. Having moved the goods the same way more than a couple of times, I question why Atlantis felt it necessary to repack the goods when no other movers felt the necessity. Neither truck was equipped with a lift gate, allowing for improper storage and handling (loading and unloading) of the goods. Here, the question arises that if Atlantis repacked my belongings (and charged me for it), how can anyone say that the items were packed by owner?

The moving company allowed the inventory to sit unprotected in the Phoenix, AZ sun for over three (3) days (approximately 110-120+ degrees) waiting for the 2 supposedly broken down trucks to be repaired, resulting in heat stress damage to the goods.

The moving company used my long dresser for a staging area for the boxes while they were being unloaded, accounting for the damaged finish.

The inventory was inadequately stored, as a result of using approximately 8 blankets for padding of the damaged big, bulky and heavy items they all insist were packed by owner.

Items were observed to be mishandled during delivery and unloading, accounting for physical damage to the goods. Items were not delivered in the same condition, as when they were stored, which I contend is the result of improper handling and storage of the goods.

The insurance was purchased in good faith, trusting that they would be competent and responsible and I expected them to assign an agent to investigate the claim. They have refused to do anything.

Steve
Yuma, Arizona
U.S.A.

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