We regret that our customer, [redacted] , feels that her move was not to the caliber of our usual movesWhile we apologize for any inconvenience to this customer during her move, we have tried several times to contact this customer to address her concerns but to no avail.What sets Apollo Relocation Services apart from almost all of our competitors is our Quality Assurance (QA) department that reconfirms all of our customers’ move details and answers any customer questions or concerns prior to any of their items being loaded and transported by our carriersThis customer was called for the QA process on 515, days prior to her pidate to revise any items on the inventory that was necessaryDuring that call, the customer has a chance to add any additional items, volume or weight to their inventory so as to avoid any additional charges at pick-upBelow are the notes from our file during that call and what was reviewed with the customer, including additional costs and truck access."12:00:pm ***- QA : ADDED WEIGHT 3083lbs-3889lbs, EXPLAINED DAY WINDOW AND WILL BE CONTACTED BY DRIVER, VERIFIED ADDRESSES AND CONTACT INFO ALONG WITH TRUCK ACCESS, WENT THROUGH INVENTORY CLEARLY AND GAVE PACKING TIPS, UNDERSTANDS ANY CHANGES MADE AFTER TODAY SHALL BE TAKEN UP WITH THE DRIVER DIRECTLYEXPLAINED BALANCE INFO AND METHODS OF PAYMENT"In regards to her delivery, as per our carrier, they were going by the customer's First Available Delivery Date that was placed on the paperwork upon pick-up, our dispatcher and office called this customer several times this week to address this concern and possibly reimburse her for the storage costThe customer refuses to answer to our calls or voicemails, as evident by our file notes below:"03:29:pm ***- called customer several times to address issue in regards to Revdex.com complaintCustomer not answering."Our offer still stands in regards to the help with the additional storage costs, should the customer return our callsWe invite the customer to give us a call at ###-###-#### to help file a claim or address this concern directly with usWe're always here to help our customers and answer their questionsCustomer care is our utmost concern and we hope to help these customers reach an 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: I did not choose a different carrierApollo Relocation Services failed to show up and we waited six days for them to do so, and still they did not show upThey breached their contract, and were directly responsible for thousands of dollars of expenses because my household goods move was delayedI am now going to have to pay for airfare to [redacted] , as my father is not willing to return and wait like he did for six days, and schedule a move with a different company (or in all likelihood, drive the truck myself, as all other moving companies have told me Apollo is scamming people by offering prices like that which most carriers won't even touch)I am looking at over $in expenses which Apollo is responsible forI will not hesitate to get the [redacted] Attorney General involved if I have toTheir empty promises have hurt me financially, and they refuse to be held accountableTheir insincere apologies are not going to cut it 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 theforefrontHence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our utmostprioritiesWe regret that our customer, Pamela Johnson, feels that her reservationwas not to the caliber of our usual reservationsIn this customer’s case, sheselected to change her move dates from 5/*-5/ [redacted] to 5/*-5/*We were able to accommodateto her new dates and performed all of the logistical coordination required toadjust the reservationOnce we were able to confirm the new dates, thecustomer electronically signed off on the new dates and the new agreement forher upcoming move.Unfortunately, this customer called later on to cancel hermove, yet was ineligible for a refund because of our cancellation policy whichstates that the customer must cancel outside of business days from herearliest moving datesBelow is the exact clause that is listed on ouragreement three (3) times on our agreement AND must be checked off as readprior to a customer electronically signing the agreement:“Deposits are 100% refundable with No Cancellation Fee or Additional Charges for moves cancelled outside seven (7) business days(weekends and federal holidays excluded) prior to the first estimated pack orload dateI 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’ requestsWhen thiscustomer requested new dates, we did our best to accommodate to her request,but when cancellations occur so close to the move dates, our carriers run therisk of losing the space that was already reserved for those moving dates andin turn run the risk of cancelling or changing a route because of one or twoloads that were suddenly cancelledBecause of the inconvenience to ourcarriers and their schedules, we do not offer a full refund so close to movingdatesWhile we understand circumstances can arise that prohibit a customer to go through with their move,our first priority is to fully move all of the customers that reserve a spacewith usHence, we offer a “hold” policy which allows customers to place theirmoves on hold for up to a full year (months), until they are ready to moveso that they do not lose their deposit or moving rateWhen this customer called to cancel, she spoke with our dispatch manager directly and he informed her of theimplications of the cancellation and as per our internal notes, the customer “wasfully aware of the forfeit of deposit” because the dates fell within thecancellation windowWe still offer this customer the chance to place her move “on hold” so that she could fully utilizethat deposit as well as that rate for her eventual moveShe is welcome to callour office and make those adjustments as necessaryAs always, we are here and will continue torespond to our customers’ concerns through phone by calling ###-###-#### or emailat [redacted] Customer care is our utmost concern andwe hope to help these customers reach an adequate solution to their dilemma
We are sorry that we were not able to service [redacted] 's move due to a delay on her scheduled routeUnfortunately long distance interstate moving routes can sometimes run into delays for various reasons outside of our control, like traffic, mechanical malfunctions, or even delays from other customers along a routeWe first called this customer to inform her of a possible delay, about days before her moveThis was only a possible delay and if the delays were to be corrected, we would still have been able to pick her up during the same scheduled windowWe never confirmed with the customer that it would be a Saturday pick-up, just made her aware of a delay as we do to all of our customers as a courtesyThe customer did make us aware she had to be out of the house by that Saturday and since the delay in the route disabled us to accommodate to that time frame, we have already refunded the customer's moneyThe customer was made aware of the refund yesterday morning by the dispatcher and her refund has already been processed by our accounting departmentThe customer should see her deposit back into her account shortlyOnce again, we are truly sorry we were not able to service the move, but unfortunately delays may occur which are accounted for in our contracts with customers, and are hence consequently entitled to a refund if we are unable to service their move, as was the case with this customerAs always, we are here to address all of our customers' questions and concerns and they are welcome to call us at ###-###-#### to address any issues
At Apollo Relocation Services, we do our best to help easethe stress of long distance moving with courteous customer services at theforefrontHence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our utmostprioritiesWe regret that our customer, [redacted] ***, feels that herreservation was not to the caliber of our usual reservationsIn 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 pidate 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 callSince the customer was not ready, the carrier wouldstill abide by the 5/**-5/ [redacted] pidates as per the agreementBecause of those same changes in the route, the carrierwould not be able to accommodate a same day deliveryOur moving consultants alwaysadvise customers of an Estimated Delivery Spread for their delivery accordingto the distance, load size, and route of their particular moveFor herdistance, our Estimated Delivery Spread would be 1-daysBecause of thenature of the transportation industry, a delivery date is subject to changeshould circumstances beyond the carrier’s control ariseThat 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 datesBelow 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 dateI 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’ requestsBecause of theinconvenience to our carriers and their schedules, we do not offer a fullrefund so close to moving datesBelow are the internal notesfrom our file regarding this customer: [redacted] : carrier called customer on 5/ [redacted] for pick up on 5/ [redacted] customer said no to pick ups on 5/ [redacted] 5/ [redacted] and 5/**customer wanted same day deliveryCustomer canceled Our notes clearly indicatethat the customer refused services and would not go through with the move evenfor our agreed upon pidatesBecause of the last minute cancellation, thecustomer is not eligible for a refundAs 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 ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We regret that our customers* *** and *** ***, feel that their move was not to the caliber of our usual moves. Unfortunately upon pick-up, the customer's items were not to the standard weight of our estimationAs per our agreement with the customer, if there
is an increase in items or weight upon pick-up, they will receive a revised written estimate and may be charged at full tariff rates as stated in the clauses below:“Customer has selected a BINDING NOT-TO-EXCEED priceTotal costs will not exceed the estimated cost; detailed in the list of pieces, for an estimated weight/volume listed in the “Relocation details” of this agreement, providing that customer provides ApolloRelocation Services Incwith an accurate description of the items that are to be moved, and the services that need to be performedIf there is an increase of items, packing services, weight/volume or labor services added at the origin or destination to those quoted in this agreement, the customer may be charged for those services at full tariff rates.”While there was increase in price, the carrier still honored our discounted moving rate and kept the customer’s additional items and weight at the same rate. We do apologize for the delays in the customer's deliveryUnfortunately, many delays can occur in the transportation industry due to traffic, weather conditions, mechanical malfunctions, and even other customers delaying routesWhile we can't do anything about the delays in delivery at this point since the items were already delivered, we can help this customer file a claim for the damaged and missing itemsWe invite the customer to please call us at ###-###-#### to speak to one of our customer service reps to help file a claim against the carrier for proper compensation. As always, we are here to serve our customers and help address any of their concerns or questions. Customer care is our utmost concern and we hope to help these customers reach an adequate solution to their dilemma
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory enough to me and to put this issue to rest.I am still not happy with the outcome of the entire process but I do appreciate the reponse and effort by the business to help resolve the issue
Sincerely,
*** ***
At Apollo Relocation Services, we do our best to help easethe stress of long distance moving with courteous customer services at theforefrontHence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our utmostprioritiesWe regret
that our customer, *** ***, feels that their movewas not to the caliber of our usual movesIn these customers’ case, they claimthat our carrier delivered his items earlier than the promised date and thatthere were missing items in his deliveryAs per our carrier’s notes on the file, they confirmed withus that they called the customer prior to his storage date being up and advisedhim that a truck was on its way to his route AND ASKED the customer if he wouldlike to be delivered earlierThe customer said that he would like to bedelivered earlier and hence the customer’s items were loaded onto that truckand delivered as promisedHad the customer said no, his items would’veremained in storage and placed on another route later on when his storage wasupAs per our carrier, they delivered as the customer requested- earlier thantheir estimated delivery to accommodate to the customer and their routeAccording to our records, the customer has never called ussince their pito inform us of ANY issue or concern that arose betweenthem and the carrierWe have a customer service department that can addressany issue for customers before, during, or after their movesAs the companythat they made the reservation with, Apollo Relocation Services can serve as anintermediary and help to address their concernsWe advise this customer tocall our customer service department to help address the missing items issue,as we will help them file a claim with the carrier for proper compensation ofthe undelivered items As always, we are here and will continue to respond to ourcustomers’ concerns through phone by calling ###-###-#### or email at***Customer care is our utmost concern and wehope to help these customers reach an adequate solution to their dilemma
We strive to provide the highest level of service and we did arrange the move to be serviced but the client was unreachable on move dayWhen we finally did reach the client by phone they stated they made other arrangementsDeposits are min refundable as per our contractWe apologize for the
clients difficulties but we did attempt to service them as agreed
We apologize for any inconvenience to the customer. However when the customer called in about damaged items, we provided her with the information to file a claim. We have yet to receive anything.
We apologize for any inconvenience to the customer. However the customer had to sign an agreement. Right before the customer signs the agreement the customer must check off that they have read, agree, and accept the cancellation policy and the terms and conditions. Everything is clearly stated including our cancellation policy is also stated three times all over the contract. The customer was never told that he was able to cancel and unfortunately the customer is not eligible for a refund. We also do not hide the fact that we are a broker; please take a look at the class below: Apollo Relocation Services Inc. [redacted] is authorized by the Federal Motor Carrier Safety Administration (FMCSA) to be a household goods moving broker. Apollo Relocation Services Inc. assumes no responsibility or liability for any property damage, bodily injury, or public liability as the outcome of the transportation of household goods transported by an authorized carrier. At shippers request we will assist you in the process to submit a claim to the assigned carrier for settlement of the claims. Apollo Relocation Services Inc. is not responsible for any omissions or acts of the carrier, its agents, or employees. Apollo Relocation Services Inc. is not liable, responsible, or to be held accountable for any damage, delay, loss, or expenses resulting from any Carrier or caused by any act of God. Hence, the customer was well aware of our cancellation policy, and was even offered a partial refund. The customer refused to negotiate or continue with the move. Because of this, the customer was made aware of the forfeit of deposit.
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
We apologize for any inconvenience to the customer. Apollo offered the customer a new carrier after the first original carrier that showed up was sent away. The carrier told the customer that the overages would be $3,600 which the customer refused. After Apollo tried several times to reach out to the customer out of good faith and send a new carrier, the customer was unresponsive. We than offered the customer a partial refund out of good faith. However the customer chose to not go on with the move and not accept any partial refunds. If the customer has any questions on the agreed upon conditions and terms, we advise for her to give us a call. One of our customer care representatives can be reached at ###-###-####.
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 do not accept this company's response. The information presented by the company is not factual or true and is a misrepresentation of what actually occurred. A complete inventory was gone over many times with the Apollo agent, my neighbor and myself, including measuring the cubic ft of all items. As we wanted to make sure there were no overages and all items were packed right. The representative from Apollo assured me on the phone that the movers would arrive on June **. I needed them to arrive on that date. They did not arrive, they did not notify me that they wouldn't be coming. I had to call them on June ** to ask where they were, and they didn't show up until late in the day on June **. This impacted not only me but the tenants moving into the home. Apollo told me that I must immediately pay the deposit otherwise I would not be able to secure the truck for the [redacted]. The agent gave me the amount of the money orders needed, I bought those money orders for both pick up and delivery. I had multiple conversations with the Apollo representative on the phone before the move to go over all items that needed be packed in advance. They explicitly told me those items that needed to be specially packed which included TVs, pictures, and glass items. Therefore, I packed all of those items specially myself with the help of my neighbors, including having purchased all necessary boxes/bubblewrap needed to do so. Apollo also told me that I needed 3 mattress covers sets for the 2 queen beds and king bed. I was told that all furniture would be blanket covered at no charge. When [redacted] movers arrived, they shrinkwrapped all furniture, which Apollo told me was NOT necessary on the phone. This was an additional cost. I had already been charged by Apollo for those mattress covers for three beds, however, now I am being charged by Apollo for 5 mattress covers? I only have three beds! Additionally, there was an estimated fuel charge from Apollo of $349, but now I am being charged $490 for the same fuel charge by [redacted]. Also, Apollo told me that the movers would be going straight from the pick up location in Columbia Missouri to the drop off location in Oxnard California. At no time did they tell me the furniture was being taken to Chicago to a warehouse to again be unloaded and put on another truck. Apollo promised many things – none of those promises have been kept. I am being charged for services I did not agree to. Apollo and [redacted] never contacted me to give me any status and never notified me of all of the new additional charges at any time on June **. They never called me about delivering the furniture. I have called them multiple times over the past three weeks and am rudely put on hold, told I would be called back, and never called back. However, I was finally contacted by Apollo and [redacted] this week (more than three weeks after they picked up the furniture), likely because of the Revdex.com complaints. I was told that I needed to now pay 70 percent of the new total charge (more than $3000 over the estimate), or else all of my furniture will be auctioned off. They also said they had no plans to deliver any of my furniture, and that if they pick up the furniture they left behind, I will have to pay them even more than the $3000 + extra. The Apollo representative that called said I could 1) hire another company to deliver my furniture from their warehouse to me in California, but I would still have to pay [redacted] for loading and taking the furniture to Chicago; 2) pay everything they ask plus additional unknown charges. I asked her to please email me the options that she was laying out so I could understand them fully. She never did. I have already paid these companies $3373.95 in deposit and initial pick up fee. I still have the money order, that Apollo told me to get, of $2173.95 for the drop-off fee. The only resolution I will agree to at this time is for my furniture that was left at the house in Columbia, Missouri to be picked up, and delivered to me in California and that the furniture they took to a warehouse in Chicago be delivered to me. In essence, I am asking my furniture to be moved from one location to another – exactly what was promised to me at the beginning! I am on social security and do not have the funds to pay all of these extra charges. Beyond that, I have incurred many additional expenses as a result of being without any furniture, bed, clothes, household goods for more than three weeks. I only have the clothes that I wore to drive to California plus two other clothing items, because they promised all of my clothes, furniture, belongings would be delivered in less than a week, specifically saying 5-7 days and at most 12 if there is any issue with weather or other delays.
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. 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.
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:
There was no problem whatsoever for this truck to be within feet of my driveway. The driver was rude and it was late at night and he refused to do it. I've seen numerous truck of the SAME size if not larger do the same thing for my next door neighbor.
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. Customers are only eligible for a refund if they CANCEL their move ten business days prior to their load date, as stated on our cancellation policy three (3) times before a customer electronically signs for the...
agreement. Since this job was serviced and the customer never cancelled, they are not entitled to a refund.
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'm an educated professional and I was never told this was any sort of contract or was given time, or told about signing anything. The sales rep was extremely pushy for me to get the deposit in so she could lock in that price which she proceeded to say was not going to be a penny more. She then said when I asked about their 10 day cancellation, she said it would not apply to me because my move date was within the 10 days meaning, in 8 days. She said it would not apply to me and I still had 3 days to cancel and be fully refunded by federal law. When I called the next day to add items they racked up their estimate to $1700 after they promised that it would not be a penny more originally. I refused to pay them and contract their services because I have read many complaints from customers with my same exact situation. When I requested a cancelation the rep refused to cancel and continue to push me to get a better rate, he was very persistent and rude. They refused to cancel at that time and placed the move on hold for a year and kept my $500 deposit for a service I did not use. This is stealing money out of false pretenses, I requested the person to listen to the call so he could hear that rep lying to me and they refused to do that. They threatened me when I told them I would complain on their practices and heres the email I received from another rude employee. Let me clarify they are not a moving company, but a broker and do not disclose that to you at front. I have not signed or agreed with their new estimate therefore there is no contract, if I don't agree with their new price. Email :[redacted]
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We regret that our customer, [redacted] , feels that her move was not to the caliber of our usual movesWhile we apologize for any inconvenience to this customer during her move, we have tried several times to contact this customer to address her concerns but to no avail.What sets Apollo Relocation Services apart from almost all of our competitors is our Quality Assurance (QA) department that reconfirms all of our customers’ move details and answers any customer questions or concerns prior to any of their items being loaded and transported by our carriersThis customer was called for the QA process on 515, days prior to her pidate to revise any items on the inventory that was necessaryDuring that call, the customer has a chance to add any additional items, volume or weight to their inventory so as to avoid any additional charges at pick-upBelow are the notes from our file during that call and what was reviewed with the customer, including additional costs and truck access."12:00:pm ***- QA : ADDED WEIGHT 3083lbs-3889lbs, EXPLAINED DAY WINDOW AND WILL BE CONTACTED BY DRIVER, VERIFIED ADDRESSES AND CONTACT INFO ALONG WITH TRUCK ACCESS, WENT THROUGH INVENTORY CLEARLY AND GAVE PACKING TIPS, UNDERSTANDS ANY CHANGES MADE AFTER TODAY SHALL BE TAKEN UP WITH THE DRIVER DIRECTLYEXPLAINED BALANCE INFO AND METHODS OF PAYMENT"In regards to her delivery, as per our carrier, they were going by the customer's First Available Delivery Date that was placed on the paperwork upon pick-up, our dispatcher and office called this customer several times this week to address this concern and possibly reimburse her for the storage costThe customer refuses to answer to our calls or voicemails, as evident by our file notes below:"03:29:pm ***- called customer several times to address issue in regards to Revdex.com complaintCustomer not answering."Our offer still stands in regards to the help with the additional storage costs, should the customer return our callsWe invite the customer to give us a call at ###-###-#### to help file a claim or address this concern directly with usWe're always here to help our customers and answer their questionsCustomer care is our utmost concern and we hope to help these customers reach an 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: I did not choose a different carrierApollo Relocation Services failed to show up and we waited six days for them to do so, and still they did not show upThey breached their contract, and were directly responsible for thousands of dollars of expenses because my household goods move was delayedI am now going to have to pay for airfare to [redacted] , as my father is not willing to return and wait like he did for six days, and schedule a move with a different company (or in all likelihood, drive the truck myself, as all other moving companies have told me Apollo is scamming people by offering prices like that which most carriers won't even touch)I am looking at over $in expenses which Apollo is responsible forI will not hesitate to get the [redacted] Attorney General involved if I have toTheir empty promises have hurt me financially, and they refuse to be held accountableTheir insincere apologies are not going to cut it 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 theforefrontHence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our utmostprioritiesWe regret that our customer, Pamela Johnson, feels that her reservationwas not to the caliber of our usual reservationsIn this customer’s case, sheselected to change her move dates from 5/*-5/ [redacted] to 5/*-5/*We were able to accommodateto her new dates and performed all of the logistical coordination required toadjust the reservationOnce we were able to confirm the new dates, thecustomer electronically signed off on the new dates and the new agreement forher upcoming move.Unfortunately, this customer called later on to cancel hermove, yet was ineligible for a refund because of our cancellation policy whichstates that the customer must cancel outside of business days from herearliest moving datesBelow is the exact clause that is listed on ouragreement three (3) times on our agreement AND must be checked off as readprior to a customer electronically signing the agreement:“Deposits are 100% refundable with No Cancellation Fee or Additional Charges for moves cancelled outside seven (7) business days(weekends and federal holidays excluded) prior to the first estimated pack orload dateI 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’ requestsWhen thiscustomer requested new dates, we did our best to accommodate to her request,but when cancellations occur so close to the move dates, our carriers run therisk of losing the space that was already reserved for those moving dates andin turn run the risk of cancelling or changing a route because of one or twoloads that were suddenly cancelledBecause of the inconvenience to ourcarriers and their schedules, we do not offer a full refund so close to movingdatesWhile we understand circumstances can arise that prohibit a customer to go through with their move,our first priority is to fully move all of the customers that reserve a spacewith usHence, we offer a “hold” policy which allows customers to place theirmoves on hold for up to a full year (months), until they are ready to moveso that they do not lose their deposit or moving rateWhen this customer called to cancel, she spoke with our dispatch manager directly and he informed her of theimplications of the cancellation and as per our internal notes, the customer “wasfully aware of the forfeit of deposit” because the dates fell within thecancellation windowWe still offer this customer the chance to place her move “on hold” so that she could fully utilizethat deposit as well as that rate for her eventual moveShe is welcome to callour office and make those adjustments as necessaryAs always, we are here and will continue torespond to our customers’ concerns through phone by calling ###-###-#### or emailat [redacted] Customer care is our utmost concern andwe hope to help these customers reach an adequate solution to their dilemma
We are sorry that we were not able to service [redacted] 's move due to a delay on her scheduled routeUnfortunately long distance interstate moving routes can sometimes run into delays for various reasons outside of our control, like traffic, mechanical malfunctions, or even delays from other customers along a routeWe first called this customer to inform her of a possible delay, about days before her moveThis was only a possible delay and if the delays were to be corrected, we would still have been able to pick her up during the same scheduled windowWe never confirmed with the customer that it would be a Saturday pick-up, just made her aware of a delay as we do to all of our customers as a courtesyThe customer did make us aware she had to be out of the house by that Saturday and since the delay in the route disabled us to accommodate to that time frame, we have already refunded the customer's moneyThe customer was made aware of the refund yesterday morning by the dispatcher and her refund has already been processed by our accounting departmentThe customer should see her deposit back into her account shortlyOnce again, we are truly sorry we were not able to service the move, but unfortunately delays may occur which are accounted for in our contracts with customers, and are hence consequently entitled to a refund if we are unable to service their move, as was the case with this customerAs always, we are here to address all of our customers' questions and concerns and they are welcome to call us at ###-###-#### to address any issues
At Apollo Relocation Services, we do our best to help easethe stress of long distance moving with courteous customer services at theforefrontHence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our utmostprioritiesWe regret that our customer, [redacted] ***, feels that herreservation was not to the caliber of our usual reservationsIn 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 pidate 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 callSince the customer was not ready, the carrier wouldstill abide by the 5/**-5/ [redacted] pidates as per the agreementBecause of those same changes in the route, the carrierwould not be able to accommodate a same day deliveryOur moving consultants alwaysadvise customers of an Estimated Delivery Spread for their delivery accordingto the distance, load size, and route of their particular moveFor herdistance, our Estimated Delivery Spread would be 1-daysBecause of thenature of the transportation industry, a delivery date is subject to changeshould circumstances beyond the carrier’s control ariseThat 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 datesBelow 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 dateI 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’ requestsBecause of theinconvenience to our carriers and their schedules, we do not offer a fullrefund so close to moving datesBelow are the internal notesfrom our file regarding this customer: [redacted] : carrier called customer on 5/ [redacted] for pick up on 5/ [redacted] customer said no to pick ups on 5/ [redacted] 5/ [redacted] and 5/**customer wanted same day deliveryCustomer canceled Our notes clearly indicatethat the customer refused services and would not go through with the move evenfor our agreed upon pidatesBecause of the last minute cancellation, thecustomer is not eligible for a refundAs 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 ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We regret that our customers* *** and *** ***, feel that their move was not to the caliber of our usual moves. Unfortunately upon pick-up, the customer's items were not to the standard weight of our estimationAs per our agreement with the customer, if there
is an increase in items or weight upon pick-up, they will receive a revised written estimate and may be charged at full tariff rates as stated in the clauses below:“Customer has selected a BINDING NOT-TO-EXCEED priceTotal costs will not exceed the estimated cost; detailed in the list of pieces, for an estimated weight/volume listed in the “Relocation details” of this agreement, providing that customer provides ApolloRelocation Services Incwith an accurate description of the items that are to be moved, and the services that need to be performedIf there is an increase of items, packing services, weight/volume or labor services added at the origin or destination to those quoted in this agreement, the customer may be charged for those services at full tariff rates.”While there was increase in price, the carrier still honored our discounted moving rate and kept the customer’s additional items and weight at the same rate. We do apologize for the delays in the customer's deliveryUnfortunately, many delays can occur in the transportation industry due to traffic, weather conditions, mechanical malfunctions, and even other customers delaying routesWhile we can't do anything about the delays in delivery at this point since the items were already delivered, we can help this customer file a claim for the damaged and missing itemsWe invite the customer to please call us at ###-###-#### to speak to one of our customer service reps to help file a claim against the carrier for proper compensation. As always, we are here to serve our customers and help address any of their concerns or questions. Customer care is our utmost concern and we hope to help these customers reach an adequate solution to their dilemma
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory enough to me and to put this issue to rest.I am still not happy with the outcome of the entire process but I do appreciate the reponse and effort by the business to help resolve the issue
Sincerely,
*** ***
At Apollo Relocation Services, we do our best to help easethe stress of long distance moving with courteous customer services at theforefrontHence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our utmostprioritiesWe regret
that our customer, *** ***, feels that their movewas not to the caliber of our usual movesIn these customers’ case, they claimthat our carrier delivered his items earlier than the promised date and thatthere were missing items in his deliveryAs per our carrier’s notes on the file, they confirmed withus that they called the customer prior to his storage date being up and advisedhim that a truck was on its way to his route AND ASKED the customer if he wouldlike to be delivered earlierThe customer said that he would like to bedelivered earlier and hence the customer’s items were loaded onto that truckand delivered as promisedHad the customer said no, his items would’veremained in storage and placed on another route later on when his storage wasupAs per our carrier, they delivered as the customer requested- earlier thantheir estimated delivery to accommodate to the customer and their routeAccording to our records, the customer has never called ussince their pito inform us of ANY issue or concern that arose betweenthem and the carrierWe have a customer service department that can addressany issue for customers before, during, or after their movesAs the companythat they made the reservation with, Apollo Relocation Services can serve as anintermediary and help to address their concernsWe advise this customer tocall our customer service department to help address the missing items issue,as we will help them file a claim with the carrier for proper compensation ofthe undelivered items As always, we are here and will continue to respond to ourcustomers’ concerns through phone by calling ###-###-#### or email at***Customer care is our utmost concern and wehope to help these customers reach an adequate solution to their dilemma
We strive to provide the highest level of service and we did arrange the move to be serviced but the client was unreachable on move dayWhen we finally did reach the client by phone they stated they made other arrangementsDeposits are min refundable as per our contractWe apologize for the
clients difficulties but we did attempt to service them as agreed
We apologize for any inconvenience to the customer. However when the customer called in about damaged items, we provided her with the information to file a claim. We have yet to receive anything.
We apologize for any inconvenience to the customer. However the customer had to sign an agreement. Right before the customer signs the agreement the customer must check off that they have read, agree, and accept the cancellation policy and the terms and conditions. Everything is clearly stated including our cancellation policy is also stated three times all over the contract. The customer was never told that he was able to cancel and unfortunately the customer is not eligible for a refund. We also do not hide the fact that we are a broker; please take a look at the class below: Apollo Relocation Services Inc. [redacted] is authorized by the Federal Motor Carrier Safety Administration (FMCSA) to be a household goods moving broker. Apollo Relocation Services Inc. assumes no responsibility or liability for any property damage, bodily injury, or public liability as the outcome of the transportation of household goods transported by an authorized carrier. At shippers request we will assist you in the process to submit a claim to the assigned carrier for settlement of the claims. Apollo Relocation Services Inc. is not responsible for any omissions or acts of the carrier, its agents, or employees. Apollo Relocation Services Inc. is not liable, responsible, or to be held accountable for any damage, delay, loss, or expenses resulting from any Carrier or caused by any act of God. Hence, the customer was well aware of our cancellation policy, and was even offered a partial refund. The customer refused to negotiate or continue with the move. Because of this, the customer was made aware of the forfeit of deposit.
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
We apologize for any inconvenience to the customer. Apollo offered the customer a new carrier after the first original carrier that showed up was sent away. The carrier told the customer that the overages would be $3,600 which the customer refused. After Apollo tried several times to reach out to the customer out of good faith and send a new carrier, the customer was unresponsive. We than offered the customer a partial refund out of good faith. However the customer chose to not go on with the move and not accept any partial refunds. If the customer has any questions on the agreed upon conditions and terms, we advise for her to give us a call. One of our customer care representatives can be reached at ###-###-####.
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 do not accept this company's response. The information presented by the company is not factual or true and is a misrepresentation of what actually occurred. A complete inventory was gone over many times with the Apollo agent, my neighbor and myself, including measuring the cubic ft of all items. As we wanted to make sure there were no overages and all items were packed right. The representative from Apollo assured me on the phone that the movers would arrive on June **. I needed them to arrive on that date. They did not arrive, they did not notify me that they wouldn't be coming. I had to call them on June ** to ask where they were, and they didn't show up until late in the day on June **. This impacted not only me but the tenants moving into the home. Apollo told me that I must immediately pay the deposit otherwise I would not be able to secure the truck for the [redacted]. The agent gave me the amount of the money orders needed, I bought those money orders for both pick up and delivery. I had multiple conversations with the Apollo representative on the phone before the move to go over all items that needed be packed in advance. They explicitly told me those items that needed to be specially packed which included TVs, pictures, and glass items. Therefore, I packed all of those items specially myself with the help of my neighbors, including having purchased all necessary boxes/bubblewrap needed to do so. Apollo also told me that I needed 3 mattress covers sets for the 2 queen beds and king bed. I was told that all furniture would be blanket covered at no charge. When [redacted] movers arrived, they shrinkwrapped all furniture, which Apollo told me was NOT necessary on the phone. This was an additional cost. I had already been charged by Apollo for those mattress covers for three beds, however, now I am being charged by Apollo for 5 mattress covers? I only have three beds! Additionally, there was an estimated fuel charge from Apollo of $349, but now I am being charged $490 for the same fuel charge by [redacted]. Also, Apollo told me that the movers would be going straight from the pick up location in Columbia Missouri to the drop off location in Oxnard California. At no time did they tell me the furniture was being taken to Chicago to a warehouse to again be unloaded and put on another truck. Apollo promised many things – none of those promises have been kept. I am being charged for services I did not agree to. Apollo and [redacted] never contacted me to give me any status and never notified me of all of the new additional charges at any time on June **. They never called me about delivering the furniture. I have called them multiple times over the past three weeks and am rudely put on hold, told I would be called back, and never called back. However, I was finally contacted by Apollo and [redacted] this week (more than three weeks after they picked up the furniture), likely because of the Revdex.com complaints. I was told that I needed to now pay 70 percent of the new total charge (more than $3000 over the estimate), or else all of my furniture will be auctioned off. They also said they had no plans to deliver any of my furniture, and that if they pick up the furniture they left behind, I will have to pay them even more than the $3000 + extra. The Apollo representative that called said I could 1) hire another company to deliver my furniture from their warehouse to me in California, but I would still have to pay [redacted] for loading and taking the furniture to Chicago; 2) pay everything they ask plus additional unknown charges. I asked her to please email me the options that she was laying out so I could understand them fully. She never did. I have already paid these companies $3373.95 in deposit and initial pick up fee. I still have the money order, that Apollo told me to get, of $2173.95 for the drop-off fee. The only resolution I will agree to at this time is for my furniture that was left at the house in Columbia, Missouri to be picked up, and delivered to me in California and that the furniture they took to a warehouse in Chicago be delivered to me. In essence, I am asking my furniture to be moved from one location to another – exactly what was promised to me at the beginning! I am on social security and do not have the funds to pay all of these extra charges. Beyond that, I have incurred many additional expenses as a result of being without any furniture, bed, clothes, household goods for more than three weeks. I only have the clothes that I wore to drive to California plus two other clothing items, because they promised all of my clothes, furniture, belongings would be delivered in less than a week, specifically saying 5-7 days and at most 12 if there is any issue with weather or other delays.
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. 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.
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:
There was no problem whatsoever for this truck to be within feet of my driveway. The driver was rude and it was late at night and he refused to do it. I've seen numerous truck of the SAME size if not larger do the same thing for my next door neighbor.
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. Customers are only eligible for a refund if they CANCEL their move ten business days prior to their load date, as stated on our cancellation policy three (3) times before a customer electronically signs for the...
agreement. Since this job was serviced and the customer never cancelled, they are not entitled to a refund.
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'm an educated professional and I was never told this was any sort of contract or was given time, or told about signing anything. The sales rep was extremely pushy for me to get the deposit in so she could lock in that price which she proceeded to say was not going to be a penny more. She then said when I asked about their 10 day cancellation, she said it would not apply to me because my move date was within the 10 days meaning, in 8 days. She said it would not apply to me and I still had 3 days to cancel and be fully refunded by federal law. When I called the next day to add items they racked up their estimate to $1700 after they promised that it would not be a penny more originally. I refused to pay them and contract their services because I have read many complaints from customers with my same exact situation. When I requested a cancelation the rep refused to cancel and continue to push me to get a better rate, he was very persistent and rude. They refused to cancel at that time and placed the move on hold for a year and kept my $500 deposit for a service I did not use. This is stealing money out of false pretenses, I requested the person to listen to the call so he could hear that rep lying to me and they refused to do that. They threatened me when I told them I would complain on their practices and heres the email I received from another rude employee. Let me clarify they are not a moving company, but a broker and do not disclose that to you at front. I have not signed or agreed with their new estimate therefore there is no contract, if I don't agree with their new price. Email :[redacted]
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]