Apollo Relocation Services, Inc.

Revdex.com:
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 called the 800 number and they told me to file a complaint which I have done 4 times....was told someone would reach out to me with a claim number which they have never done. The carriers said they delivered everything and that is a lie. The trucking company was Sammy's located in Fort Lauderdale...I sent he invoice to you yesterday along with the supervisors number at Apollo who arranged the move. The following is a list of missing items.1. Coin collection over 100 years old...my husband is 70 and it was his grandmothers.2. A stamp collection also my husband's grandmothers3. 7 suits and coat jackets...there were 9 in the box and only two were left and box was rewrapped.4. A four foot stuffed animal with a Mexican sombrero this was a gift for our grandson...the hat arrived but no stuffed animal.5. A Chinesse tapestry give to us from my daughter from Epcotdo not care what the carriers say ...these items are not among the things we shipped.....the expensive things are missing only other hings we shipped were old books....someone knew exactly what to take .don't know how to put a value on these things but coin and stamp collections are worth thousand...the tapestry was $50 and the stuffed animal was a sentiment item that has been in the family....I cannot deal with this anymore....did what I was told. My word against the carrier, I guess...we are law biding citizens that entered into a contract with good faith and feel we have been scammed.[redacted]
Sincerely,
[redacted]

We apologize for any inconvenience to the customer. However the customer had an additional 129 cubic feet then what was agreed upon. The customer will receive a call 24-48 hours before the driver arrives to confirm delivery date. The delivery clause is clearly stated in our contract, please take...

a look: 6.    Based on the load and mileage of your move, delivery may take anywhere from 1-20 business days. West coast 1-20. Mid-west 1-20. East Coast 1-20. 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.

Revdex.com:
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 was within the cancellation period as the pick up was not scheduled within the 10 day period. This company has a horrible rating with the Revdex.com for deceptive practices for the same reason. They are a relocation service, not a moving company. They told me that a truck was on the way. The trucking firm they were to use was based one town away from me so how could it be on the way for a pick up ten days later? According to the reports I read about them this is a common practice with them. I refuse to pay the rip off rate they are trying to collect. My credit card company has stopped payment to them already.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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 becae]
 
 This is not resolved.  On all documents the address for storage is Portland OR.  Not Las Vegas Nevada.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have just cancelled my move as we are no longer leaving thus not requiring their services. I had placed a call to their office on Tuesday 10/*/2015 to speak with someone directly and to cancel our move immediately.
I was told by their employee that I would have to speak with a manager to complete their cancellation process. After waiting over two days for a response that never came, I called again and was told that I am no longer within the window for my deposit to be refunded. My initial call was 10/*, I called again on 10/* at 6:24pm. I missed the 10 day window by 24 minutes. The pickup date was for 10/**/2015.
Had the person I spoken with on 10/* told me an email would have been sufficient, and that speaking with a manager was NOT in fact REQUIRED, I would have been within my window.
To make matters worse, upon further digging after this call, I have found out that they WERE in fact brokers after I was repeatedly assured over the phone they were the actual carrier and NOT brokers, all while being pressured to give a deposit that very second. I was flat out lied to when I asked the direct question if they were brokers.

Revdex.com:
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]
I signed an electronic payment agreement of $1589.76 on January [redacted] with Bryan G[redacted]. He assured me that this was the final price. In order to book the reservation, I paid $500 (which I was told would be put towards the $1589.76) during this transaction on January [redacted]. At that time, I had a remaining balance of $1089.76 ($1589.76 - $500). At the time of pick up on January [redacted] I was told I needed to pay half of the remaining balance, so I paid $544.88. This left a remaining balance of $544.88. However, at the end of this pick up the movers charged me an extra $300 for packing. This was a surprise to me, since Mr. G[redacted] told me my signed agreement would not be exceeded at pick up. At pick up, I was charged an additional $1305.12. I didn't argue the price with the movers, because at this point I wanted all of my belongings to finally be in my possession. So, I indeed did pay a total of $2349. If Apollo is not an actual moving company their employees should not be allowed to tell customers that prices are "final" and they should also not say "3-5 business days" for delivery. I agreed to a delivery date of January [redacted], not February [redacted]. In addition, they should make customers aware that they are brokers, and that a 2nd party moving company will be taking over after the reservation is booked. I have read numerous reviews regarding these issues with Apollo. I am clearly not the only customer who has been misinformed and have unfortunately had a bad experience. It's unfortunate that Apollo still does not acknowledge these issues with their response to my complaint. I do not want anyone else to go through the same experience I dealt with. 
I have attached one of the pictures I took when my belongings were delivered. Many of my boxes looked like this- completely damaged. With the combination of poor customer service, damaged goods, and paying more than I agreed to, I feel like Apollo and the movers did not deliver the service that was sold to me. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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 becaus 
 
The company told me 4 days ago they were getting the paperwork from the movers, and I still have not heard from them.  I said I might have  had 2 extra boxes.  Does this cost an extra $2300.00 ?????  They are scammers, and I informed them that in 2014 president Obama passed the law that they cannot hold my shipment demanding more money. It's called fraud.  Please read their reviews, they have 56 complaints for this very same scam.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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]
 I have spoken to Apollo today and they stated that the carrier is mailing out a check on Monday, 4/*/2016.  With that being said, I have on three other occasions; 2/**, 3/**, and 3/** been told the carrier would be mailing out a check also.  I am hesitant to consider this case closed until I do receive the $800 in overages.  
 
Thank you for your cooperation and attention to this matter.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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:

Actually you stated the movers did not have access to my building and I was charged appropriately. I am asking you, the company I made the contract with to explain what exactly you mean. Why was was I accessed $500 upon deliver? And how would your customer know I would be accessed that? Your company promised me certain expectations and did not deliver. You have not answered my questions via Revdex.com & I do not feel comfortable contacting you since your company managers, 2 thus far have been rude & have not kept their word. I would appreciate answers to my questions.

Called 12/** to get a quote on moving. They were within my budget and I booked with them as they promised the best services.
1. Never called to tell me when the movers would arrive (I agreed to a window of 1-2 days)
2. Called everyday and left a voicemail to update some items on the truck. I was only emailed a "request to move" email.
3. Charged $75 for boxes and packing matterial for mattresses and artwork that never arrived with the moving truck
4. They lied to me about contacting my corporate office for payment
5. Told me to call my corporate office and arrange payment myself because they wouldn't help me. Even though during the booking Clint informed me he would call and get payments arranged with my company.
6. Delivered 5 days after the promised delivery date. This means I had to rent a hotel for 5 nights
7. Still has yet to call me to schedule
Delivery or return the multiple phone calls to speak to someone
8. If I did speak to someone at Apollo they "promised to call back" and never did.

We apologize to any inconvenience to the customer. As per the carrier, the customer had more cubic ft than agreed upon. The only time the customer is eligible for a refund is when they are outside of our cancellation policy. Please take a look at our cancellation below; "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."In our contract it also states to not allow the carrier to load items on the truck before you agree to the new revised estimate, please take a look below;"The carrier will offer you a new estimate agreement listing all costs for the entire move. The total price will be the same listed on this agreement if your inventory weight/volume does not change and/or require additional services. If your inventory is different or services are different, the carrier must provide you with a revised written estimate. Do not allow the carrier to load the truck or perform any services before you agree in writing to the new estimate."Once again we apologize to any inconvenience to the customer, but Apollo Relocation Services in no shape, way, or form break any of the agreed upon conditions & terms.

Revdex.com:
Does Revdex.com only mediate or does it also take any action?
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) In my earlier reply I had attached proof that 30 days free storage was included in the contract. The condition that we should have verbally asked for it can't be proven since I don't have a recorded phone conversation. The co. 'Apollo Relocation Services' should have it as they record all conversations. However, I do have audio recording of Apollo's customer service rep after the goods were delivered that I had asked the goods to be delivered to our new apartment. I can prove that this is a lie because the "Delivery Address" section in the contract says "Will Advise" meaning we did NOT know what our new apartment address will be.
2) Regarding the phone conversation wherein the pickup date was scheduled and fixed for 9/**/15 as per 'Affordable Storage' and also the phone conversation with 'Apollo' on 9/**/15 confirming that the pickup date will be on 9/**/15: how is it that these conversations have been wiped off as well? I know the contract gives a 2 day window but when a company calls and tells the customer something it becomes a VERBAL contract which the company should either honor or let the customer know if the information has been changed. Movers shouldn't just show up at the customer's house without warning. Due to this action by the movers, our estimate went up and we lost our box. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize for any inconvenience to the customer. Upon arrival, the carrier noticed the customer had additional icubic feet. According to regulation, the carrier provided the customer with a revised written estimate for the additional cost. Which the customer did agree to.Customers are...

only eligible for a refund if they CANCEL their move seven business days prior to their load date, 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 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

Revdex.com:
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:

As per the document provided by Apollo, you can clearly see that I DID NOT add on any items after-the-fact. The giant ARMOIRE they claim was added post haste is the first item listed. Additionally, the bed with trundle is ALSO listed... the only thing not on the manifest that they claim was "added' on was the 5 pound children's keyboard that was not in a box, and would hardly justify an $1850.00 upcharge! Additionally, I sold my washer and dryer prior to the move, so the total cost of the move should have been LOWER than estimated. This proves absolutely that this was a bait and switch contract. The fact that the movers recalculated the entire move at their discretion, discarding the original estimate is only reinforced by the document that they have provided. Furthermore, the clause indicating that the move was booked less than 7 days prior to the move is null and void... because STATE LAW overrides any such provisions. In the State of Colorado, I had 3 days to cancel any legal contract without penalty. I chose to move forward with the deal ONLY because I was coerced and threatened by [redacted] when I tried to insist on retracting. I did not have the time OR resources to fight them, so I caved. However, that does not negate my legal rights as a consumer. As it stands, I am owed a FULL refund of $700 by Apollo Relocation Services, Inc.  
Sincerely,
[redacted]

We apologize for any inconvenience to the customer. Our contract clearly states that if a 26 foot truck or an 18 wheeler cannot get close to building or house for loading and unloading. A shuttle service may be applied. For a minimum charge of $300.00, that...

the customer would be responsible for. Apollo Relocation does not guarantee delivery date, please take a look at on of the agreed upon terms;
Based on the load and mileage of your move, delivery may take anywhere from 1-20 business days. West coast 1-20. Mid-west 1-20. East Coast 1-20. 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.

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 !

We are very sorry for an inconvenience.  As per our records, the customer did try to cancel but then decided not to once they spoke with one of our representatives. We have paperwork showing that he electronically signed our contract twice which states the cancellation policy three (3) times...

in it. The customer signed for the first time when he initially booked with us on March **, 2016 and then again with another representative on May **, 2016. Every time the customer signs the contract that means that they are signing and choosing to continue with us. The customer was also upset because we could not get there on the [redacted] of May but they were definitely coming on the [redacted]. As per the contract the customer signed, his two day pickup window was set for 5/**-5/**, meaning that the carrier can come on either of those days in case there are delays and they were not able to get there on the first day of the pickup window. It also states in the contract in the section that starts with - By electronically signing this agreement, I have read, understood and I am agreeing to the Company refund/cancellation policy and the following:
3.    Apollo Relocation Services Inc. places the shipment with an authorized, licensed, and insured FMCSA household goods carrier. However, you understand and agree that Apollo Relocation Services Inc. makes no guarantees and/or warranties concerning pick up or delivery time and dates, or the assigning of a carrier to provide the transportation services requested. If Apollo Relocation Services Inc. is unable to assign a carrier by the time of close of business on your last pick up date, you will be entitled to a refund of your deposit as a full satisfaction of this agreement. By allowing your assigned carrier, designated by Apollo Relocation Services Inc., to pick up your household goods, you are agreeing to the terms and conditions of this agreement.

Revdex.com:
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 received a phone call from the company telling me that they moved some things around in order to get my things sent to me tomorrow night. They then asked that I remove my complaint on here as "middle ground" for getting my things delivered. I asked for the money off that I requested. They put me on hold. When they came on they denied the request for money taken off my Bill. Then they said they would not be delivering my things tomorrow and did not know when it would be delivered.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At Apollo Relocation Services, we do our best to help easethe stress of long distance moving with courteous customer services at theforefront. Hence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our...

utmostpriorities. We regret that our customer, [redacted], feels that herreservation was not to the caliber of our usual reservations. In thiscustomer’s case, her move dates were scheduled for 5/**-5/[redacted] Because ofchanges in her original route, our carrier contacted the customer to see if shewas comfortable with an earlier pick-up date to accommodate to those changes.The customer was not held by any other dates if she was not ready to move, thiswas simply a courtesy call. Since the customer was not ready, the carrier wouldstill abide by the 5/**-5/** pick-up dates as per the agreement. Because of those same changes in the route, the carrierwould not be able to accommodate a same day delivery. Our moving consultants alwaysadvise customers of an Estimated Delivery Spread for their delivery accordingto the distance, load size, and route of their particular move. For herdistance, our Estimated Delivery Spread would be 1-5 days. Because of thenature of the transportation industry, a delivery date is subject to changeshould circumstances beyond the carrier’s control arise. That is why theDepartment of Transportation allows for such delays in their regulation.   Unfortunately, this customer called later on to cancel hermove due to the delivery delay, yet was ineligible for a refund because of ourcancellation policy which states that the customer must cancel outside of 7business days from her earliest moving dates. Below is the exact clause that islisted on our agreement three (3) times on our agreement AND must be checkedoff as read prior to a customer electronically signing the agreement:“Deposits are 100% refundablewith No Cancellation Fee orAdditional Charges for moves cancelled outside seven (7) business days(weekends and federal holidays excluded) prior to the first estimated pack orload date. I understand that deposits are non refundable for movescancelled, reserved, or placed on hold within seven (7) business days (weekendsand federal holidays excluded) of the first estimated pack or load date.Additionally, cancellation policy will apply to the earliest estimatedpack/load date in the event a date change is requested by client.”Because of cancellations,reschedules, and last minute reservations from customers, we have thiscancellation policy for situations just like this one where we have tologistically adjust the space on trucks and routes that our carriers haveavailable to be able to accommodate to our customers’ requests. Because of theinconvenience to our carriers and their schedules, we do not offer a fullrefund so close to moving dates. Below are the internal notesfrom our file regarding this customer:  [redacted] : carrier called customer on 5/* for pick up on 5/** customer said no to pick ups on 5/** 5/** and 5/**. customer wanted same day delivery. Customer canceled  Our notes clearly indicatethat the customer refused services and would not go through with the move evenfor our agreed upon pick-up dates. Because of the last minute cancellation, thecustomer is not eligible for a refund. As always, we are here and will continue to respond to ourcustomers’ concerns through phone by calling ###-###-#### or email at [redacted].Customer care is our utmost concern and we hope to help these customers reachan adequate solution to their dilemma.

Revdex.com:
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]
 I gave Apollo the correct inventory list, EZ Movers stated Apollo did not account for the pieces that needed to be dissembled, thereby requiring more space in the truck.  I specifically, on 3 separate occasions,  asked Apollo if their quote was correct, each time they responded yes.  EZ Movers told me my list was correct, that Apollo was at fault for not taking into account the glass and pieces that needed dissembling  I gave them the dimensions of my furniture and told them each time we spoke of the weight, glass and my concern for additional costs. Additionally, at no time did they disclose to me there would be the fuel cost, which was not addressed in their response.  I still feel I am owed a refund.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]