Alliance Relocation Systems Inc

Date: Wed, Jul 16, 2014 at 5:46 PMSubject: RE: You have...

a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [email protected]
Dear Revdex.com and [redacted],
 
This is a reply to CUSTOMER ID # [redacted]:
 
Dear Mr. Customer Id# [redacted],
 
During the time the reservation was made with your sales rep you were at [redacted] of the space to be occupied on the truck. That is roughly a page and a half of the inventory.  Upon evaluating your moving contract that you have read, signed and dated, your inventory was at four pages and the amount of Space Occupied on the truck was [redacted].  The rate provided on your estimate and contract is $4.39 per CF.  The foreman also provided you with a $189.90 discount upon the pick up.  You were not charged one additional penny for packing as it clearly has stated on the contract the moving estimate and then the contract.   The total  for the move was $6123.00. The copies of the contract that you have read, signed and dated were provided to you upon the pick and then the delivery.  The Midwest deliveries take up to 21 business days from the first available delivery date.  The truck left Maryland for the delivery on June 30th, 2014.  It takes up to 21 business days when it is not a straight delivery or expedited; in order to save our customers money they share a truck with other customers.  If for any reason we took longer then the law permits; then the customer is refunded a specific amount per day and that has to be filed with our internal claims department.  Thank you kindly for your time and understanding.
 
Sincerely, 
 
[redacted]
Claims Department Manager
Alliance Relocation Systems.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I would like to respond to some comments and also get clearification to some of [redacted]'s comments before I accept their response.   First of all, the first name on the documents is different because my wife was going to accept the delivery in Florida and the 50% payment was not paid upon pick-up because the initial intent was to have the household goods delivered to her in Florida.  My question on the local move is how do you determine the charge from the time the truck is unloaded at delivery to the time they get back to the warehouse?  Is the customer being charge if there is a delay getting back to the warehouse due to traffic, accidents, etc.?  Also, if the move is changed from long distance to a local move, the customer pays the 50% pick-up fee, first month storage, and hourly rate of loading the truck to delivery and time traveled back to warehouse.  What is my pick-up fee and the hourly rate?  It appears odd for the customer to have to pay an hourly rate from the time the truck leaves the warehouse to the time they return back to the warehouse.  I disagree with the fact that there not a manager available during business hours to speak to their customers.  This really hurts customer service ratings and company reputation.  To accept the response, I would like to have an estimated cost to have my household goods delivered to me in Maryland, to include the estimated number of hours for delivery.  I am asking because I was told that the only form of payment is cash or postal money order.    
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
There are two separated issues here. First one is the fact that Alliance Relocation charged my credit card for $750 (They were only authorized to charge $500). Yet told me that I need to pay the full amount, which I did. I was overchaged for that $750, that after over two months, still was not refunded to me. This refund should not based on I sign a release form for all other claims. 
The 2nd issue is that it was not clearly communicated to me about the access issue that could incur extra charge. which forced me to hire extra labor to perform work that should be covered under the move agreement. I'm seeking compensation for this.
The business offered no satisfactory solution to either issue.
Regards,
[redacted]

This is a reply to Customer ID#[redacted].  Dear Mr. Customer ID#[redacted] please kindly give me a call directly since I have made several attempts myself to the number we have on file for you.  You have mentioned that there is no available manager during the operating hours.  Our office operating hours are M-F 9-5; there is always a manager in the office even on weekends.  We also have supervisors on staff too.  As when I call many companies for customer service and request to speak to a manager in most cases I hear one will call you back and 3 days(business days later) not one returned call back.  You are more then welcome to call me directly @ ###-###-####.  Local Moves are all billed by an hour; we have had several customers that wanted same day move to NYC and regardless if we were in traffic for 8 hours or just the regular 3.5-4 hours; yes, they pay for each hour.  Now the route back( travel time) would be only 4 hours.  When a customer moves long distance meaning they do not change their mind in a month or two or how much time later to change their move to a different location aka local they do not have the complimentary one month of storage; that is only reserved for long distance customers.  We understand that when a customer relocates 3,000 miles away they need to get there find a place to live, a job and whatever other deals they need to close prior to their actual drive/flight.  When a customer relocates locally same day we pick up and same day delivery.   If for any reason a person is still moving within a state or 50 miles radius and needs to come into our storage for whatever time they pay storage Fees and loading and unloading as same as they would if we delivered it to your own storage facility and then had to redeliver it to your new home.  Technically is as having two local moves.  I hope this clarifies as much as possible. Thank you for your time and understanding.
 
 
Sincerely, 
 
[redacted]
Claims Department Manager
Alliance Relocation Systems.

From: <
#1155cc;">[redacted]>Date: Mon, May 5, 2014 at 3:44 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [email protected]
Dear Revdex.com and [redacted],
 
Since I am not able to reply to the following complain Number [redacted] directly through your link I will have to via email.
 
The documents we have on file do not match the person's first name.  The Customer did contract us for the move to Florida and the pick up took place on 08/30/12.  As the customer states the original contract is for the long distance move and not a local move.  The customer did not make a 50% payment upon the pick up after the first Free Month of Storage the customer decided to keep his household goods invariably in our storage.  The customer also did not make payments on time and was several month past due.  His monthly fee did not increase although, we do every year. 
As far as the local move the customer is charged from the time the guys get there to load the truck to the time it is unloaded in our storage and the customer pays for the first month of storage for how many month is needed.  When the items are ready to be delivered for the local move the customer is charged from the time the truck is loaded to the time they get back to the warehouse.  When the move if needed to be changed from the long distance to the local.  The customer pays the 50% Pick up Fee, the first month of the Free storage and then hourly rate of loading the truck to delivery and the time traveled back.  At this time we have not received the original payment that was due on 8/30/12 and the customer has accumulated NSF charges at the time of making his storage payments which have been paid off at this time.  Therefore it is up to the customer which route he would like to proceed; however, our rules and regulations are as such.  The Dispatch manager is here at the wee hours of the night and morning in the warehouse and the loading docks; therefore he is not always available during our regular office hours of M-F 9-5.  There is other times that he is in meetings with other managers or other staff; hence why we have a claims department and the sales reps are not permitted to give any discounts after the job has been booked when it has to do with the dispatch and claims.  As the customer was offered a $100.00 discount that option still stands.  Please advise us how would you like to proceed.  Thank you kindly for your time and understanding. 
 
 
Sincerely,
 
 
[redacted]
Claims Department Manager
Alliance Relocation Systems. [redacted]http://www.alliancerelocationsystems.com

Date: Wed, Sep 10, 2014 at 4:32 PMSubject: [redacted] font-size: small; font-family: arial;">
To: [redacted] <[redacted]>
 Dear [redacted],
This is a reply to the complaint number [redacted].
[redacted] has filed an internal claim it was explained to him that there was an error in the system and the $750.00 will be refunded to him and a claim form has to be signed in order for the billing department to process him a check; he refused to sign the form.  As far as the delivery end; from the time of before reserving the move to the time of the pick up when [redacted] designated an agent at the pick up location as the same on the delivery end.  The paperwork had the extra charges info provided(please see attached paperwork) as far as if the shuttle is needed, stairs and long carry.  Customer refused to pay for the shuttle(which was $350.00 fee) and the driver had to leave the belongings from where the shuttle had no access with the customer's agent as it was demanded.  Unfortunately the customer decided to hire Labor Ready who charged him $520.00 for a labor work of 4-5; almost two hundred more then the shuttle.  Our labor for a local move is $99.00 per hour for a 3 men crew.  He got two guys for a lot more.  Alliance Relocation Systems is not liable for the customer's decision of hiring another crew to deliver his household goods from the local area.  We will gladly refund the $750.00 to the customer(if the transaction has not been completed by the chargeback department) upon the signing of the form.  Thank you kindly for your time and assistance in this matter.
Sincerely,
Natalie S[redacted]
Claims Department Manager
Alliance Relocation Systems.

This is a reply for the CUSTOMER ID # [redacted]:
 
Unfortunately on the day of the intended pick up the designated truck for the job malfunctioned and we tried to get a replacement truck for...

the following day or have our repaired and unfortunately to no avail neither was accomplished on July 31st(the end and the beginning of the months always the busiest times in the moving industry.)  We sincerely apologize for not being able to accommodate you and will gladly provide you with a 15% discount for a future move.  Thank you kindly for your time and understanding.
 
 
Sincerely,
 
Natalie S[redacted]
Claims Department Manager
Alliance Relocation Systems.

Hello,
At the time of this complaint the items were deliverd to the costumer.
Thank you
Meir M[redacted] 
Owner

Hello,Yes, I would like to proceed with the customer service issues expressed in the complaint. Would we have to contact the organization directly to receive monetary compensation or is that possible at this point?Thank you for your time.[redacted]