Atlantic Van Lines

Overall, my experience with Atlantic Vanlines was not positive. The company first quoted me far below what I knew all my items would weigh, and even with an itemized list still underquoted the final cost significantly. The pickup was on time and went well - the movers were very professional. I was told during the quote/initial conversations that the delivery would be between 4-7 days and would receive a phone call 24 hours in advance. On day 8 I still had not heard anything so I called in to inquire - I was told the truck was delayed and they could not estimate my move day until at least 10-11 days total. I was frutrated that the company had told me 4-7 days and had not even bothered to call me to tell me there was a delay and they stated that they never guarantee times. I understand that delays happen - but good customer service would be to inform the customer! The service representatives were not helpful or even remotely understanding. When I did receive the call that my furniture would be arriving, the representative tried to tell me that my total was $500 more than it should have been! The representative got the quote sorted without apology. Then when I tried to pay by credit card they wanted to charge a 3% fee - which adds up! This was a hidden fee that was not identified in the initial quote when I specifically asked about all possible fees. When the drivers arrived, I handed them my money order and they argued with me rudely that it was the wrong price. They had to call head office (understandable) to get the right amount - but their attitude was quite rude. The movers chipped the paint off my wall and casually flicked it to the floor, smirked and didn't apologize. Some of my furniture is a little worse for the wear and there are SEVERAL crucial screws/nuts/bolts missing from our bed, kitchen table and armoire. I would never reccommend this company.

The initial contact with this company was quick and responsive. The initial quote was ~$750 which I expected to go up as I requested full packing services. I never received a re-quote on this, which was acceptable to me at the time as a simple oversight.

This initial pickup was delayed by over eight hours. Throughout this process the cost of the move kept increasing as the drivers indicated additional charges they would have to levy. I have trouble with this because the quotation process should have sussed these items out already — It's not as if stairs are something that come and go... you have them or you don't.

Next on delivery, they were again later than expected after I'd made it quite clear that my building was very strict with its elevator schedule. They got very lucky in that they managed to finish up only five minutes past the reservation window.

At time of delivery the drivers indicated that because of the distance between the moving elevator and the delivery dock that they would have to levy a service charge. This is also understandable. What is not, is that the drivers stated the the long carry charge would be $150 if I was paying by credit card, like the rest of my move. But if I chose to pay cash, then it would only cost me $75.

I have also been in correspondence with this company trying to get a fully detailed invoice that includes all of the charges and their description, and the credit card surcharge. The manager, Anita, indicated by email that I would receive this. It has now been a full month since this statement with no accurate and complete record of our transaction. This, I find to be contrary to the most basic principles of running a business.

Finally, as I am now, finally, able to finish going through the last of my items, I find that the items their employees disassembled for me in Ottawa were disassembled in such a way that they are irreparably damaged and will no longer be able to be re-assembled. As well a full length mirror was cracked. This now leaves me in a 20th floor condo, with large parts of furniture that I must now pay to have disposed of at my personal cost.

Overall I am worse off having dealt with this company. They initially portray a great sense of customer service until they engage their services and have your signature. Then the transaction begins to feel far less professional. Finally they completely misunderstood my initial request for an accurate and complete invoice, instead thinking I was arguing with them.

Finally that initial quote of ~$750 became over $2100 — nearly tripling. I will fully admit that the tare weight was double used for the quote, thus double the quote would have been more acceptable.

Finally I will warn that although their initial responsiveness and language used in their emails conveys a sense of customer service, their actions through the process indicate absolutely anything but that.

Should you chose to be a patron of this company, please do so with my warning.

I moved from Calgary to Montreal July 2012. I chose to go with Atlantic Van Lines. I received the quote very quickly and all my questions were answered in a timely manner. The drivers that picked up my things and the drivers that delivered my things were very professional. It was quick and effortless. There was a slight delay in the original estimated delivery time and Anita was very reasonable to waive 30 days of storage due to it taking a bit longer to get to the warehouse. As for delivery time, again it was effortless to set an appointment and they showed up on time! We did have one item that didn't make the trip and Atlantic was quick to rectify this too! Thank you Atlantic for the teamwork and great customer service!!!

I did a lot of research before our London ON to Ottawa ON move...
Initially, the quotes we were getting were sky high.
I found Atlantic Van Lines, and a few other companies online.
I had been told to be VERY weary with very low estimate, and also the same for very high.
Atlantic was one of the most reasonable quotes I was given.
The communication via email and phone was prompt and very professional from beginning to end.
Our move was done over the course of 1 month in 2 phases, and we were happy from start to finish.
They were also VERY flexible as the initial move date had to be pushed back 2 weeks. No problems, nor questions asked.
The movers were friendly, quick and efficient all 8 of them at both pick up and delivery points.
I would recommend Atlantic Van Lines to anyone looking for a safe, affordable and easy move.