Atlas Van Lines / Jays Moving Company Poor Move / No Customer Service / Refusal to pay claims with replacement insurance Oakville Ontario

We moved from Prince Albert SK to Edmonton Alberta with Jays moving service. We paid 13 000.00 for this move including storage. This move took place the end of August. When they packed us up they broke numerous things including the hutch on our china cabinet. Everything from dirty shoes to clothes was stuffed into boxes. It was a nightmare! We had paid for a pack and unload. We purchased full replacement insurance for our goods. My husband was there through most of the day but instructing the crew. Jays was aware that we would be leaving before the movers were done. We had our real estate agent and friend double check our house and it was empty.

On August 29 Jays was supposed to be there at 900 am to unload our goods into our home. They arrived at 2 pm with no staff. One of the guys had brought his grielfriends 15 year old son to help. There was an older driver who could not unload, one guy and a 15 year old to unload a huge truck. The van was a disaster boxes were stuffed everywhere and the driver was very upset with the load and informed me he had never seen anything like it. My husband, brother in law and myself helped to unload even though we paid for a so called professional move. Boxes from the crew were being stuffed everywhere in the house. The one man crew was upset and trying to get the van unloaded and out of there. Our china cabinet had been broken with the disaster load in Prince Albert.

I am now trying to put a claim in with my customer service claim adjuster at atlas van lines but was informed my insurance is invalid because we did not stay to the end. It does not matter that our real estate agent checked the house and it was empty. This is after there were phone calls not returned and I was avoided and put on hold for three months. I was never informed of this when I signed up with the insurance. I am only putting a claim for a couple missing boxes for 520.00. They are treating us like crooks and liars. No explanation of the incompetant staff and move. They have avoided us for 3 months hoping we would go away. Did not receive any compensation for the full service move I was supposed to receive in the first. I was only told sorry and that was it. Our customer service rep has given a generous compensation package of 200.00 that does not begain to cover the replacement cost of the items and time taken off work to get broken thing fixed.

We moved with this company in 2004 and it was a good experiance. No claims were filed and it was a positive experiance. Avoid Atlas Van Lines and Jays moving as dealing with this incompetant staff has been a nightmare. Customer service is nonexistant and I would not trust this company to move my things gain. We used Atlas Van Lines as there were a supposed to be a reputable professional company. They are not anymore!

Anonymous
Sherwood Park, Alberta
Canada