Apollo Relocation Services, Inc.

Review: I scheduled a move with a TENTATIVE date of December *,2015 to move to Florida. On November **, 2015, I called Apollo to postpone the move to an undetermined date. On January **, I called to request a refund of the $700 deposit on the move. I was told I was not entitled to a refund because I CANCELLED the move less than ten days before the December 3rd date. All I want is the deposit back. I'm going through a financially difficult time. I feel there is no legitimate reason for denying me a refund.

Business

Response:

We apologize for any inconvenience to the customer. However our cancellation policy is stated very clearly on the agreement (3) times before the customer has to sign, and manually check it off. Please take a look at our cancellation policy; Deposits are 100% refundable with No Cancellation Fee or Additional Charges for moves cancelled outside ten (10) business days (weekends and federal holidays excluded) prior to the first estimated pack or load date. I understand that deposits are non refundable for moves cancelled, reserved, or placed on hold within ten (10) business days (weekends and federal holidays excluded) of the first estimated pack or load date. Additionally, cancellation policy will apply to the earliest estimated pack/load date in the event a date change is requested by client. All cancellation and refund requests must be sent in writing via e-mail to [redacted]. Cancellation requests sent to Apollo Relocation Services Inc. after normal business hours (6:00 PM EST) will be considered received on the following business day.

The jury is still out on this one but we have two days to go and no choice. They have changed their price twice. They lied about their service and their ratings. They have no corporate officers apparently as we have requested them but we will see if our stuff is done and no additional hidden charges. We are attorneys so we will pursue if not treated fairly.

I used Apollo Relocation Services to handle my families move from [redacted] to [redacted] and the move was well planned, executed and the movers as well as the office were very professional and friendly. They packed our items carefully and we had no damages or headaches. The price was well within our budget and the service went smoothly. Thanks Apollo !

Review: My stuff was picked up on Sunday Oct [redacted]. And it is now Nov. [redacted] and this company still cannot give me a date of delivery for my stuff. I have called every day for 2 weeks almost and they are always telling me they cannot reach the driver.I don't expect a full refund but I do not believe I should have to pay any more than I have and I really just want my stuff. My kids have been sleeping on the floor for 2 weeks now. They need their beds!Desired Settlement: Refund and delivery of my stuff.

Business

Response:

We apologize for any inconvenience to the customer. We advise the customer to give us a call and speak to one of our customer care representatives for real time delivery updates. Our customer care representatives can be reached at ###-###-####. Unfortunately due to the nature of the business their are delays such as weather, traffic, mechanical issues, etc. One of the agreed terms in the customers contract clearly states the delivery spread;6. Based on the load and mileage of your move, delivery may take anywhere from 1-20 business days. [redacted]. These estimated windows begin on the first day of the shipper’s availability. Goods may be warehoused before delivery. Any situations on delivery such as, no delivery before or after a certain time, or no weekend delivery may cause your delivery schedule to go past the estimated time and may incur additional fees. In the event of any conflict between the Bill of Lading and the terms of any estimate, the terms of the Bill of Lading shall control. The estimated price listed on this agreement is based on a flexible schedule as well as accessible conditions at both pickup and delivery locations. Estimated time of arrival is determined by many factors beyond the control of any carrier and Apollo Relocation Services Inc. such as traffic, weather, mechanical, and any acts of God.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have tried open communication with the company representatives. I always get told I will get called back at end of day or at this moment I was supposed to get an update on Thursday it is now Monday and have not heard anything from the buisness. I will not call the company again as I have called almost every day for 2 weeks and have never received a straight answer. I was told I would receive a call Thursday and have not. According to the contract they have until Friday to have my stuff here yes but the way of going about these 20 days is rediculous.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We apologize for any inconvenience to the customer. A manager has been assigned to the customers profile and will be handling it with high priority. As well as contacting the customer with real time delivery updates and information.

Review: I contacted Apollo Relocation Services on 9/*/15 after researching moving companies online. Gentleman over the phone, Stephen H[redacted], was super helpful in walking me through how much the quote was going to be, what the next steps are going to be, etc. Everything went well, I asked for a confirmation email. Got the email from [redacted]. I called back at ###-###-#### the next day (9/*/15) to sign the contract and seal the deal. I expressed that I would like to be able to call and ask questions even after signing the contract, and I was told, over and over, that I'll always be able to contact him and other customer service members at my convenience, and that a representative will be with me throughout the entire span of the moving process should I have any questions. So, I signed the contract and paid the $700 deposit over the phone with my credit card.

A couple of hours later, I've run into more questions, to update him of change inventory, ask more questions regarding length of DOT license, etc. I called ###-###-#### but I was not able to reach Stephen. Phone didn't even ring, it went straight to some voice message with the extension of 2015. So I googled the company's more generic phone number and called ###-###-####. I was directed to the same voice message with extension of 2015. There was simply no way for me to contact anyone except by leaving voice message on that line and following up with an email. This is a major red flag to me because I felt like I was lied to. I would never have paid a penny if I knew this is how the company handles business. I left a voice message, politely asking for my money back because this is not the kind of customer service I want to pay for. I emailed Stephen saying the same. I tried calling a handful of times during business hours, but it never even rung once. All my calls were directed to the same voice message.

The next day (9/**/15), I received an email from Sarah W[redacted] at Apollo Relocation Services ([redacted]), saying she tried to contact me and sking me to call ###-###-####. There was no contact made by anyone from Apollo Relocation Services after I signed the contract and before the email. I called, and this time I was able to talk to a lady. I cannot recall if this was Sara or not. I asked why I was not able to talk to anyone a couple of hours after making the deposit, and if she would happen to have access to my voice message I left the day before. She didn't sound like she knew much of my inquiry, but she was interested in moving the project forward. I asked her if she could help me get my deposit back. She said she will direct me to customer service.

A representative picked up the phone. He was interested in helping me move forward with my project. I asked him if he could help me get my deposit back, and he asked why. I explained that I was turned off by how my calls were handled just a couple of hours after paying my deposit, my call to the branch number and main number both got directed to some voice message over and over and I had no access to anyone from the company during business hours. I said I would have never paid if I had known this is how my business was going to be handled, and that I would appreciate it if he could help me get my deposit back.

The representative said he doesn't understand what I'm saying, that what I said is one of the most ridiculous things he's heard in his entire life, and that it's not a good enough reason. I tried to explain that's just how I feel and I really don't appreciate how my business was being handled, but he kept cutting me off mid-sentence, he said he thinks I'm just trying to back out because I found a cheaper company. I informed him that I'll be disputing the charge on my card. He kept asking if I'm going to confirm that I'm going to fraudulently dispute the charge. I asked why he keeps saying "fraudulently", and he said that's because my reasons are not good and that I'm just bound by the contract. The representative said that's just how normally calls are handled, that it goes to the queue and that why they're addressing my call now. He couldn't recall any of my message I left the day before though. He said the service I paid for is the moving part, and that for me to ask for the deposit back because I couldn't reach anyone in the company is ridiculous. He said he can't help me with that.

I am not going with a cheaper company. In fact, I am paying more than a thousand dollars extra to go with a different company. I just sincerely wanted this moving experience to be as hassle-free as possible. This phone conversation was, to be honest, the most stressful experience I've had in a while. I was upset, stressed, and it really made me feel glad that I'm not doing business with the company. The representative over the phone was very dismissive, he was quick to cut me off, he was quick to judge me, and I really feel like my business is best handled elsewhere. I was quite upset for the rest of the day, a phone call can really ruin a person's day. I wish he were a bit less aggressive.

If I were his manager and hired him to project the company's money as much as possible, I'd be satisfied with how he's conducted the phone call. Otherwise, not so much. From a customer's point of view, it was very upsetting. I used to work in food services, and the people cutting off and making hurtful accusations have usually been the customers but... it was the representative throughout the entire conversation. He kept saying "on record" as if the phone call was getting recorded. If it was, I wish I could have access to the entire conversation for my own record keeping as well. I'll never forget this experience, or the company itself. It was quite traumatic and.. I'm glad I don't have to deal with it anymore.Desired Settlement: I would really appreciate if I can get my $700 deposit back.

Business

Response:

We apologize for any inconvenience to the customer. The customer called in after business hours, and was put in Que to be called the next day during business hours. Apollo Relocation Services called the customer and we was not able to get in contact so we did leave a voice mail and sent an email. When we were able to get in contact with the customer he stated that he wants to cancel the move. Since the customer chose to cancel within the cancellation window and a truck and carrier was already dispatched, the customer is unfortunately ineligible for a refund, as stated on our cancellation policy three (3) times before a customer electronically signs for the agreement: “Deposits are 100% refundable with No Cancellation Fee or AdditionalCharges for moves cancelled outside seven (7) business days (weekends andfederal holidays excluded) prior to the first estimated pack or load date. Iunderstand that deposits are non refundable for moves cancelled, reserved, orplaced on hold within seven (7) business days (weekends and federal holidays excluded)of the first estimated pack or load date. Additionally, cancellation policywill apply to the earliest estimated pack/load date in the event a date changeis requested by client.”

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The reason I believe my complaint was not resolved is because I still feel like I was deceived. I feel like I was avoided moments after making that $700 payment. The answer provided by the company does not address the items highlight in my initial complaint; it repeats the claims I said they had made (regarding when I called and how they claim they said they called me) and just follows that up with terms of contract.Like I said before, I did NOT call outside of business hours. I called DURING business hours and that was after I really had some time alone to myself to really sit down and read through the contract. I felt like I was rushed during the signing process, I was at work and did not feel comfortable taking my time reviewing the contract word to word next to my coworkers and mangers. I wanted to call back and cancel, it was only a couple of hours after making a payment. I called the NJ number and 1-800 number, and both transferred me to the same "queue" Apollo Relocation Services said they did. When I talked to a representative over the phone on 9/**, I said I called and he said that sometimes agents are too busy and I just need to leave a voice message. I said it didn't even ring and that it went to an automated message with extension of "2015", and he said I might have got placed in a queue. Well which is it? That's avoiding my call. That's not a good customer service.Regarding Apollo Relocation Services attempting to contact me on 9/10, again, there's no record on my end that shows Apollo Relocation Services calling me or leaving me a voice message. I've only received the email saying they tried to contact me, but that was the first time the company contacted me after the deposit was made. Everyone I talked to could not recall what I had said in the message that I have supposedly left in the "queue". It wouldn't be too far-fetched to assume that we wouldn't have talked at all if I hadn't called.Again, I feel like I was deceived during sales/on-board process. If I had known my calls don't get directed to a living, breathing representative during office hours moments after deposit is made, I would NOT have made the payment. If I had known my number can be set up to automatically go to a certain extension after making a payment, I really would not have paid a penny for the service. If a representative picked up any of my unanswered calls placed DURING business hours, or if anyone had returned my call for the next couple of hours (still during business hours), I am certain he/she would have been able to refund my deposit without any hassle. Please, review your call logs, verify that I indeed called only a couple of hours after the initial deposit, and refund my deposit. Thank you for taking your time to read my message.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Attached is my call log that shows how many times I've tried to reach Apollo Relocation Services at ###-###-#### and ###-###-####. It was during business hours. Those calls did not even ring, there was no automated message asking me to stay on the line. When I dialed the number, the line did not ring, but instead a message said the line with 2015 extension is not available and that I may leave a voice message. I had no problem getting a hold of someone up until I signed the contract. I could not get a hold of anyone after I made the deposit. When I called AFTER receiving the email from Sara, phone just magically rang and I was able to talk to a real person within seconds. I could tell this follow-up communication was not a result of my voice messages I left the night before because she didn't even know I left them. She just transferred me to someone else the moment she found out I was not interested in moving forward with the project.When I got transferred to a customer service representative, I was cut off mid-sentence multiple times during conversation, he said he does not understand what I am saying and that it is the most ridiculous thing he has ever heard. He said my claims are fraudulent. I said I've had a very bad experience with the company so far and that I absolutely feel obligated to leave feedback on websites for others to see, and he called that extortion. I was having a hard time keeping a steady, calm tone of voice throughout the conversation because it was very stressful and I feel like I was getting attacked. These are all his words, and can easily be verified by Apollo Relocation Services providing Revdex.com and me a copy of the recorded conversation, if it was even recorded like the representative said it was. He said sometimes the company gets high volume of calls and that I just have to wait longer. I said it didn't even ring and that it just went to automated message. He then said that's because I was placed in a queue and that's why we're having conversation to see if we can move forward with the project. I asked if he recalls anything I said in the voice messages, he avoided the question and kept asking if there's anything he can do to move forward with the project.Again, if I had known this is how I was going to get treated, I would not have paid a penny. If Apollo Relocation Services was the only moving company on the planet and the representative I talked to was the only employee, I would have much rather sold all my stuff on [redacted], pack as much as I can in my car, and drive. I can see that Apollo Relocation Services keeps bringing up the contract terms, but this has got to look like an obvious malpractice. The way I was treated should never happen to anyone, what if I was going through a tough time in life or depression or something? You could seriously ruin someone's day with the way I was treated.I was not expecting some super fancy, catered customer care as if I'm some kind of loyalty. I just wanted to be treated with respect. I swear by all the things that have happened during my interaction with Apollo Relocation Services. Maybe the people I have dealt with were a couple of bad apples among a whole bunch of nicer people who work at Apollo Relocation Services. Maybe this doesn't happen to other people at all, and this really is just a one-off scenario. Who knows, I'm just someone who had a bad experience with a company.

I would really appreciate it if I can get my $700 deposit back.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We apologize for any inconvenience to the customer. We strongly regrets that the customer does not feel he received great customer service, which we strive for. However we do not have any record of the customer calling in at the times stated. Since the customer chose to cancel within the cancellation window and a truck and carrier was already dispatched, the customer is unfortunately ineligible for a refund, as stated on our cancellation policy three (3) times before a customer electronically signs for the agreement.

Review: The sales representative gave us an estimate of $1,372.00 to move the contents of a 1 bed room apartment from San Jose, CA to Fountain Hills, AZ. An initial deposit of $500 was initially credited to the Apollo Relocation Services for the same.

Apollo hired a sub-contractor to move the house hold items. When the sub-contractor moving company showed up they were asking for an additional $2,200.00 (in addition to the $1,372.00) and was not willing to do the service unless we paid that amount.

We complained to Apollo regarding the additional cost that the sub-contractor is asking. Apollo said that we have to pay the extra amount to get our items moved. It is unreasonable to charge such an exorbitant amount to complete the service.

Apollo and the sub-contracting company are not upfront about the total cost that we would incur. They hold our deposit and try to demand that we pay more for service fulfillment. THIS IS A FRAUD, to provide a false estimate to their customer and then charge almost triple the cost of what the original estimate.

Since Apollo already got their $500, they are not committed to work with the sub-contractors towards service fulfillment. As a customer we should be working with Apollo and not have to deal with the sub-contractor separately. It is so unprofessional that there is no clear communication between the sub-contractor and Apollo.

This results in a very dissatisfied service for the customer. We are now left to dispute the $500 charge with our bank. With the service not being fulfilled. Apollo is not willing to refund the $500 deposit that was charged.Desired Settlement: 1. Apollo to refund the $500 deposit.

2. Provide better service to their customers.

3. Set the right expectation with regards to their estimate. Estimated need to be guaranteed not to deviate more than 10% to 15%.

4. Communicate better with their sub contractors to avoid unexpected high charges to the customer.

5. Customer should not have to deal with sub-contractors regarding the price as we have hired Apollo, as they are the servicing company hired to move.

6. Be upfront, honest, clear and deliver as promised.

Business

Response:

We apologize for any inconvenience to the customer. Prior to the move, our Quality Assurance department spoke with the customer to reconfirm their inventory to ensure no additional items or overages at pick-up. The carrier assigned for the move arrived at the pick-up location as scheduled. Upon arrival, the carrier noticed the customer had additional items that weren't on the inventory list and double the load size than what was agreed upon on. According to regulation, the carrier provided the customer with a revised written estimate for the additional cost of the extra items from the customer. Prior to loading the inventory, customer refused the services from the movers and cancelled the move while the movers were present. During the pick-up, the customer spoke with our dispatcher, but refused to negotiate or continue with the move. Because of this, the customer was made aware of the forfeit of deposit. Please see the clause below from the agreement:4. Upon carrier arriving within the 2 daypick up window ready to render services agreed on original order, If customerhas more items or more services than what was on the original estimate andcustomer does not allow carrier to perform services, or refuses carrier’sservices that was originally signed and agreed upon by customer, customerunderstands that he or she is forfeiting the deposit made for the services andthat refunds under these circumstances will not be made. If customer agrees tomake a deal directly with carrier, and the customer does not advise ApolloRelocation Services Inc. of such actions, he or she will forfeit deposit and norefunds will be issued.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. Apollo DID NOT make us aware that they will be employing a carrier to do the work for us.2. Kindly request Apollo to provide the name of the carrier.3. The carrier was not there as scheduled, the original schedule window was for 9/*/15 to 9/*/15. Which was changed to 9/* to 9/** as they had an engine failure on their truck, as stated by the carrier.4. The estimate was to move a 1 bedroom apartment. How can there be “double the load size”? We even did not have the bed and couch moved, it was to be donated. That just leaves so much more space. So Apollo’s sales team horribly went wrong with the estimate or offered a price so low that they had no intention of ensuring is the final price. My question to your sales and “quality assurance” team is:a. How many of your estimates are exactly the same as the final cost?b. What is your deviance on final price guarantee? 10% deviance, 20% deviance or 300% deviance?5. NO revised written estimate was provided by the carrier. Apollo to share evidence of the written revised estimate.6. The carrier even refused to do regular cloth packing as it was promised by Apollo. They wanted to charge extra for packing material (bubble wrap etc.) and packing. We were anticipating an additional cost of $300 to $400 for packing (fragile items likeTV, Dining Table Glass Top etc.) which we were ready to pay. The carrier mentioned it would be $2200 to pack, this is unfair as regular cloth packing is included in the estimate.7. It was the carrier and Apollo who were NOT willing to work with us. We offered the following:a. Leave behind some items like Chest of Drawers, Wall Hanging Pictures, that the carrier was charging a lot to pack and would occupy more space (even though regular cloth packing was included for these items). They did not reduce the price forpacking.b. We asked that they use the regular cloth packing, as promised, for items like the TV Stand, Chest of Drawers, Wall Hanging Pictures etc. and that we are willing to sign a waiver if the items broke as we did not want their expensive packing. They were not willing to negotiate.The exact words from the carrier (his name is Tim or Tony) was “Make a decision fast, if you don’t want it, we have a lot of other customers.”Apollo held our $500 as ransom. Apollo and the carrier were not committed to providing good service. They are not committed to providing good service as they already have a deposit of $500. At this point they have nothing to loose. In fact they get to keep the $500 deposit.Is this how Apollo makes money?Is this how Apollo pays its employees?Is this how Apollo does business with their customers?Hiding behind clause of the agreement. Try to provide better service and be more committed in delivering as per the set expectations.Apollo and the carrier wanted us to pay $2200 more than the initial estimate of $1372. We are afraid they would charge us more at drop off, we do not want to take any more chances.We request that our initial deposit of $500 be refunded as the service was not fulfilled. Customer did not cancel out. Apollo and Carrier were treating the initial deposit of $500 hostage. This is a business ethics issue. This needs to be stopped.[redacted]In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I don't believe Apollo relocation services is going to do anything to resolve my complaint and refund my deposit.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We do apologize for any inconvenience to the customer, but the customer is not eligible for a refund.

Review: Id# [redacted] has not been resolved the company called and listened to the complaint and said I will have to discuss with upper management and I will get back to you. This has not occurred. We were scammed by this company and/or their sub let company for about 2000 dollars and our property was delivered to a storage unit with a promise to move to our new home in Columbia sc after we closed on our home. This has since been renigged on costing us another 2000 dollars. The complaint was never resolved and we are not satisfied with the outcome. Thank you very muchDesired Settlement: This company should refund all money collected over the binding estimate and refund the cost of the move from storage to our home since they promised to arrange this when they were contacted for this move. I don't need anyone to call me to ask about my complaint I need action on the part of the company to resolve this issue.

Business

Response:

We apologize to any inconvenience to the customer. The customer was made well aware with the guidelines before having this move serviced. The move could only be serviced if it was a straight delivery or to have the customer contract a local mover, to pick up and deliver the items from a storage unit. The customer agreed to this and the carrier even agreed to compensate the customer for any inconvenience. Apollo Relocation Services has not scammed the customer or broke any of the agreed upon conditions and terms with the customer.