Airpark Pak N Ship, Inc.

***,First of all, I would like you to know that Airpark Pak n Ship is very sorry that some of your art work was damaged in shipment After speaking with my employees to get an explanationregarding this shipment, it was quite different than yours.1.) You explained to my staff that you wanted as
minimal packaging as possible.2.) You did not want to pay Fed Ex for insurance on your own account.3.) You asked us to remove the artwork from the frame, which we explained to you that we wouldn't want the liability and therefore we did not provide that service.4.) The paintings were all wrapped with polyfoam and bubble, with you requesting the least number of boxes possible with the 10-paintings you dropped off.5.) We are very sorry that you chose to have us package your paintings your way on your account and not by the industry standards. Jeffrey G***Airpark Pak n Ship Inc

First of all, it's surprising that any business interested in customer service would blame the customer for their errors. You are supposedly experts in packaging. Not me. It's your responsibility and obligation, which I paid for, to pack items appropriately.Second, unfortunately your employees misled you. I never asked for minimal packaging. I spoke to one person only (not anyone else) that I wanted the artwork condensed so that I could ship as few boxes as possible. Nothing more, nothing less. I never suggested using minimal packaging. That's simply a lie. Some boxes had adequate packaging so that the artwork was not damaged and two boxes had no styrofoam peanuts which allowed the artwork to be jarred against corners without any protection. The packaging standards were totally inconsistent.As you know, FedEx insurance would not pay for damage because they were not negligent. The packaging was inadequate. That's why there was damage. It's completely irrelevant whether I had FedEx insurance or not.Again, your employees lied to you. I never "chose" to have you package anything in a particular way. The fact that you and your employees take absolutely no responsibility for your negligence says a lot about you and how you run your business. It wouldn't cost you much to take some responsibility and avoid an extremely unhappy customer. I would guess it will cost you a lot more in the long run by having an angry customer who is going to try to tell as many people as possible how negligent, sloppy, and irresponsible you are. And it makes great business sense to make me angrier than I already was.

The individuals who run this business on more than one occasion have provided completely inaccurate information regarding the services they provide and what the customers should expect. Specifically, I was told that my packages would arrive between 2 and 9 days. I came to find out, after I had shipped my packages it would take 4-6 weeks and that it was not their problem. They apparently have no idea what services they are selling and how to set realistic expectations. At no point did they admit wrong doing or take any level of ownership of the issue. They would not issue a refund and directed me to speak with the carrier as the issue was not on their end. Avoid this business at all cost, it will cost you more time, effort and hassle than it could ever be worth.

Poor Customer service. I had a package shipped from them in AZ to my work in NJ. When the package showed up in NJ it was the wrong thing. Then for about 2-4 hours they couldnt locate my package. Then once they located my package they said it wasnt a big deal what happened and that I was only getting my package 1 business day later so it wasnt a big deal. They were confused as to why I was so upset with receiving the wrong package. Maybe because the whole point of shipping is to send the correct package to the correct place in the correct amount of time the customer pays for. So basically they got the second part right and not really because they estimated 3-5 days of shipping but since I didnt get guaranteed specific delivery date that there was nothing they could do. Im a little confused by that I thought if you said it was 3-5 days shipping that means it should come in 3-5 days guaranteed not 6. Then when I called and was frustrated about the package mix up they acted like it wasnt a big deal and were mean to me on the phone and would not provide me any compensation for the mix up. If you want to use a shipping company that only does half of their job and wants a pat on the back for it then use Airpark pak n Ship, if not go elsewhere.

Review: I took a new TV(Value $600) to have it shipped to Washington State. It was explained to me that they (Airpark pak-n-ship), did not insure the item. I paid additional money to have it packaged even better. The item was shipped by [redacted] and came in damaged. I filed a clam with [redacted] and Airpark pak-n-ship also filed a clam. The next day [redacted] came and picked the item up and returned it all they way back to Airpark pak-n-ship in Arizona. I was told that they could not see the damage to the item in Washington and returned to Arizona to access the Damage.

I called [redacted] damage clam division and they said they would only pay and automatic $100 because I did not declare the value. And they also said that they would have covered the value of the item if I declared the value because they were the ones who damaged the item. I received a clam payment from Airpark pak-n-ship of $272.74 which covered the cost of the shipping plus $57.

I then call Airpark pak-n-ship to see when my TV was going to be returned to me. And I was told they were going to though it in the trash and that I would not get "my" TV back unless I paid again to have it shipped to me again. Well as I see it the TV still belongs to me period. I then called [redacted] about having the item shipped back to me and they said it was up to the shipper, Airpark pak_n-ship.

Well its real obvious that the system is broke and these shippers and brokers have manipulated the conditions so they don't have to fix the problem. Also I feel that the real culprit is [redacted]. They did the damage and they should cover the cost of the TV. And they should also ship my TV back to me. They could have assessed the damage here just as well as the shipper in Phoenix.Desired Settlement: I am not sure how the connection between the shipper and [redacted] works, but I would like to see [redacted] pay for the value of the TV. And [redacted] should return the damaged TV to me.

Business

Response:

Mr. [redacted] came in to ship a TV to his home in WA. It was explained to him that Airpark Pak n Ship does not insure TV's. It was in its original manufacturing box. We packaged it in another heavy duty box with Styrofoam & shipped it out for him as he requested. The cost of shipment was 172.74 + packaging. [redacted] returned the TV to Airpark Pak n Ship because they did not find any damage. Airpark Pak n Ship pulled the TV out of the box & noticed that there was damage to

the screen. We informed [redacted] that it had screen damage & forwarded pictures. [redacted] sent a check for 100.00 for the damaged screen even though Mr. [redacted] was informed that we do not insure TV's. A check in the amount of $272.74 was sent to Mr. [redacted] (which was 100.00 from [redacted] plus the full retail shipping amount of $172.74). We do not refund packaging materials. It was suggested to Mr. [redacted] that maybe his daughter could come & retrieve the TV. We received a call on 8/15/13 from Angie Hornbeak (Mr. Knickerbocker's daughter) stating that she would like to come & pick the TV up. We obtained a signed

authorization from Mr. [redacted] on 8/15/13 agreeing to let his daughter pick up the TV. Airpark Pak n Ship has complied with all of its responsibility in refunding

the customer what he was due.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,