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 because:
[Your Answer Here]
Now Apollo is just straight up lying. HALF OF MY THINGS were delivered on the [redacted] business day, NOT the [redacted] like they're claiming. From June ** to July [redacted] is 20 business days. HOWEVER, the other half of my things are still MIA because they were SOMEHOW LEFT BEHIND IN NEW JERSEY. I don't even know why my things went to New Jersey and sat in a warehouse for 3 weeks before they even began to make their way to Louisiana. I WILL FIGHT THIS FOR MONTHS AND YEARS IF I HAVE TO. This company lies. They have swindled me out of my money, told me they had an A+ rating from the Revdex.com and still have not delivered HALF OF MY THINGS. THE CUSTOMER IS ALWAY RIGHT. I have worked customer service jobs since I was 16 years old and when a customer tells you you're wrong, YOURE WRONG. I am a pharmacist, if I made my customers wait almost 2 months for their medications, they'd be dead! Delivery of only HALF OF MY THINGS does not count. I have now had to spend money on new clothes, kitchen utensils, pots and pans, etc because THIS COMPANY COULD NOT DELIVER ON TIME. I AM STILL WAITING FOR THE OTHER HALF OF MY THINGS AND IT IS NOW BUSINESS DAY 33. I don't think anyone at this company would appreciate being treated like this of they were in my position. THE CUSTOMER IS ALWAYS RIGHT. DELIVER THE REST OF MY THINGS AND GIVE ME MY $1800 BACK OR I WILL SUE YOU. I have never dealt with such an incapable, ignorant, company. Just deal with the fact that you have lied to me on multiple occassions, failed to deliver my things in a timely manner and give me my money back.
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:
I FORMALLY DO NOT ACCEPT RESOLUTION OF THIS MATTER based on the information in my complaint and the information below. PROPOSED REMEDIATION: As of today, * February 2016, Apollo remains in breach of contract. Many of my items have been in transit for over 30 business days at this point. Other items were damaged, destroyed or are still missing. Requesting final and prompt delivery of my possessions and refund of at least ½ of the $1,850 ($925.00) I paid to Apollo Relocation Services and their sub-contractors.IN RESPONSE TO YOUR EMAIL:Apollo’s statement that, “…As per the carrier the customer was delivered, but by accident the carrier left about (4) boxes in their truck…” is inaccurate. Most of my possessions were delivered but not all of them. The boxes they did deliver were delivered very late, and cost me money as they contained items critical to my occupation that I was needlessly forced to replace due to non-delivery by the Apollo sub-contractor. When those items were delivered about ½ of the items needed to be disposed of – 15 Brooks Brothers shirts at about $60.00 – so a $900.00 loss there. Additionally, I am still missing a lamp that I was told was destroyed, at least one box containing a pair of new sneakers and about 30 Brooks Brothers ties – conservatively they cost $50.00 each so that alone has cost me $1,500. Additionally my butcher block – valued at about $600.00 - was delivered broken and had to be replaced. My guitar was delivered broken and may not be salvageable and most of my dishes arrived broken - Service for 16 is now service for 4. Regarding Apollo’s statement that, “…Since most of the customer's items were delivered, the contract was not breached; regarding the 20 business days. The carrier then confirmed a time with the customer for the delivery of the boxes and the customer didn’t show up until about an hour and a half later…” THIS STATEMENT IS NOT TRUE. I made multiple arrangements with the carrier and they did not show up or call each time - a total of 7-8 times. I left work early to meet them on three different occasions and woke up early in the AM to meet them at least twice – every time no call and no show. That was the case until last Friday * February. On that day – well beyond the agreed upon 20 business day delivery period - I was at a restaurant with my parents when I received a call from someone who had been working late in the office who indicated that “…someone was trying to reach me urgently.” It was 7:19 PM ET. She gave me the number. I called back and it was the movers calling me at work (not on my cell as they were asked to do) letting me know they were in front of my building. No prior notice at all – they just showed up. I had to leave dinner to meet them. So since what I do have was delivered on * February – well after the 20 day period – and many of my belongings are still not here (as of 8 February) Apollo remains in breach of our agreement.Regarding, “If the customer has any missing/damaged items the customer would have to file a claim.” If Apollo would like to send me the link and instructions on making a claim I can file a claim for the numerous damaged items and missing possessions. They can post that information here.In response to their comment that, “If the customer has any questions he can give us a call at ###-###-#### where one of our representatives can assist him.” I would like to note again that I have made multiple calls to Apollo related to this matter and when their representatives could not resolve the issue, I repeatedly requested calls back from senior Customer Service (Director or VP). I have received no response. My last interaction with Apollo was related to you in my initial claim – that interaction was what ultimately prompted me to file this complaint with the Revdex.com. I’ve recounted that interaction for you below as a reminder.ISSUE NUMBER 12 FROM MY ORIGIONAL COMPLAINT DATED ** JANUARY: “On Wednesday ** January I again contacted Apollo Relocation Services (Jessica this time) and explained the movers had again not called or shown up as promised, and that I was extremely dissatisfied with their service and the sub-contractor. I asked for a refund and to speak with a senior staff member. She would not grant either request. I asked for a contact in their legal department. She denied that request as well. I asked how she intended to resolve this situation. She remained silent. I asked when I could expect my remaining items be delivered. She indicated she could not comment on that either. She finally did agree to request that her supervisor – Seth – contact me. That was an hour ago and I have not heard back.”PROPOSED REMEDIATION: As of today, * February 2016, Apollo REMAINS in breach of contract. Many of my items have been in transit for over 30 business days at this point. Other items were damaged, destroyed or are still missing. Requesting final and prompt delivery of my possessions and refund of at least ½ of the $1,850 ($925.00) I paid to Apollo Relocation Services and their sub-contractors.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
In the contract that you booked with Apollo it states that you paid $350.00 for a one day window. That does not mean that you are paying for a specific time window. 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. Unfortunately, you did have additional cubic feet at pickup. Our representative did send to your email a break down of the additional charges. Once again we are very sorry about the inconveniences and if you would like to further discuss this, you may give us a call at our office at ###-###-####. Respectfully, Apollo Relocation Services.
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]
We did not have confirmation from the carrier that they were coming by the close of the business day on the 2nd day of the scheduled move and therefore we had no choice but to act accordingly that they were not coming. NO confirmation that they were coming by the close of business on the 2nd scheduled date was made (8pm EST is the close of the company's business and therefore no one was taking calls). At 7:50pm a call was made to the business and they still had not reached contact with the driver stating he must be on his phone which was the same excuse we had been receiving since 2pm that afternoon. They gave us a last time at 9pm and when we asked what we are to do if they do not come as the business is closed they guaranteed the driver would be there by then. (11 hours after the first time given)Calls were made every hour and recorded on the voicemail of the company that the driver had not arrived after 8pm as no one was there to respond or answer the phone, a call was made at 11:06 informing the company they did not meet their contract and we needed to find other arrangements for our move.This therefore breaches the contract signed because no contact was made with a carrier within the 2 day window by the close of business on the 2nd day. No carrier was confirmed or contacted us until a man showed up at the door. The last call made to the business was 7:50 pm and they still had no contact with the driver. This was clearly not met and there is no reason why a simple call from the carrier/driver could have been made to inform us of the time and that they were still coming. You can not claim "traffic and other issues" when 11 hours difference from the provided time and the actual time of arrival without a single phone call. THE BUSINESS NEVER made a call to us and we had to call them multiple time to get any information.As for the company offering a rescheduled date, we can not change our move out date due to being called to active duty and needing to be at the station so the offer to have this company reschedule the move is not an option and we would not trust this company anyway. We had to quickly pack a Budget truck and move it ourselves. Therefore we had to make other arrangements to get our move completed.
Showing up to someone's house at 11:15 pm is not acceptable without any call or confirmation that someone was coming, especially since that last time given was a clear 9pm guarantee by the business office. This move could not have taken place within this business day even if we let the men into our house so late at night at 11:15 pm.
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:
I have attached a thread of documentation I have sent to Apollo Relocation Services. This is the email address I ws instructed to use by Seth, at Apollo. As you can see, I have made many attempts to contact and resolve the issue, but have never received a reply or recognition of any kind from Apollo. I just want to get my belongings returned to me. If this cannot be accomplished, I am requesting $450.00 to cover my expenses to replace items and repair others.Thank you.[redacted]
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 because of the carrier delays. Our dispatch office has been made aware of the situation and is addressing it at the moment. We advise the customer to continue to contact our office and ask to speak to a dispatcher who can further assist her.
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.
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]
Several times I was told by both a representative and a dispatcher that I would receive my belongings under 21 days, just as I was assured packing was included in my estimate. It was rather deceptive.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
According to the Bill of Lading which was signed by the customer, she had an additional 150 CF at the rate of $3.15 each which total $472.50, plus the additional $42.52 for fuel surcharge for the extra space, resulting in a total $515.02 of overage charges. As per the agreement signed by the customer, the price initially estimated becomes non-binding when there is additional weight or cubic feet for the customer's load. Te charges were made according to the rate and agreement of terms and conditions upon making the reservation.
We do apologize for any inconvenience to the customer. According to our notes, the carrier arrived at the customers home on 8/**/15 at 10:30pm still within the scheduled date. As per our contract that the customer agreed and signed to the conditions and terms. It does state, "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"Unfortunately, because of the nature of the transportation industry, there are delays including traffic,road, and delays caused from other customers, which was the case with this customer. Once again we do apologize for any inconvenience to the customer but the drivers did arrive within the agreed terms of the contract, and in no shape, way, or form did Apollo Relocation Services violate any of the terms agreed upon in the contract.
We apologize that the use of a shuttle truck was needed but it is disclosed on the contract signed by the client that if a shuttle is needed they are responsible for payment of those services and it also discloses on the paperwork that final delivery payment is due by postal money order only.
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 carrier. Apollo Relocation Services failed to show up and we waited six days for them to do so, and still they did not show up. They breached their contract, and were directly responsible for thousands of dollars of expenses because my household goods move was delayed. I 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 $6000 in expenses which Apollo is responsible for. I will not hesitate to get the [redacted] Attorney General involved if I have to. Their empty promises have hurt me financially, and they refuse to be held accountable. Their 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]
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:
My complaint has not been resolved because I'm still severly dissatisfied with the way I was treated by the company and their customer service department. I feel absolutely terrible that the poor mover who texted me was put on temporary leave from the company. My intent of sharing that information was to exemplify the company's inability to adhere to their "5 star service" promise. The response from Apollo was hardly apologetic and did not address the unacceptable state my belongings were delivered in. Since when is it acceptable to fail to deliver on your company's vision, mission and values that are advertised?
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 the customer was not charged $2349. The customer was charged an additional $300 for extra packing that had to be done. The customer was not without her items for (4) weeks either. The customer was picked up on January **...
2016, and then she set up a first available delivery date of January [redacted] 2016. The customer was delivered on February * 2016, which was definitely agreed upon. If the customer has any damaged items she can file a claim through the carrier at [redacted]
We apologize for any inconvenience to the customer. Since this job was serviced, they are not entitled to a refund. Customers are only eligible for a refund if they CANCELtheir 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 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 holidaysexcluded) of the first estimated pack or load date. Additionally, cancellationpolicy will apply to the earliest estimated pack/load date in the event a datechange is requested by client.”
We apologize for the delay picking up the clients car but we communicated with them the delay and we worked it out so that they could leave the car with a neighbor and the car transport would pick it up there. The logistics of transport can be difficult and sometimes there are delays out of our control but we strive to provide the best service possible and to find solutions.
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]
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 did not say that I was coerced into signing a contract nor did I say that I was unwilling to pay for additional cubic footage used. What I said is that the company tried to scam me by miscalculating the square footage I actually used claiming they had a 10x10 truck when they really had an 8x8 truck. This was only realized when I, the customer, used my own tape measure to measure the truck. I don't understand why it is not in the notes anywhere that the earliest I could receive my stuff was August [redacted]. I can provide my leasing agreement showing that I would have had nowhere to put my belongings prior to that date. I also expressed this to Barry over the phone about my move in date. He should have documented this. The contract with Apollo states that my quote includes disassembly and reassembly of my furniture. I paid for that service and did not receive that service. In addition I had additional out of pocket expenses to pay for the [redacted] to move my stuff as well as lost compensation at work because of the time spent to resolve this issue. The contract was violated because I did not receive services I paid for and had to pay for additional expenses due to Apollos mistake. I need to be reimbursed for this.
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 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 because:
[Your Answer Here]
Now Apollo is just straight up lying. HALF OF MY THINGS were delivered on the [redacted] business day, NOT the [redacted] like they're claiming. From June ** to July [redacted] is 20 business days. HOWEVER, the other half of my things are still MIA because they were SOMEHOW LEFT BEHIND IN NEW JERSEY. I don't even know why my things went to New Jersey and sat in a warehouse for 3 weeks before they even began to make their way to Louisiana. I WILL FIGHT THIS FOR MONTHS AND YEARS IF I HAVE TO. This company lies. They have swindled me out of my money, told me they had an A+ rating from the Revdex.com and still have not delivered HALF OF MY THINGS. THE CUSTOMER IS ALWAY RIGHT. I have worked customer service jobs since I was 16 years old and when a customer tells you you're wrong, YOURE WRONG. I am a pharmacist, if I made my customers wait almost 2 months for their medications, they'd be dead! Delivery of only HALF OF MY THINGS does not count. I have now had to spend money on new clothes, kitchen utensils, pots and pans, etc because THIS COMPANY COULD NOT DELIVER ON TIME. I AM STILL WAITING FOR THE OTHER HALF OF MY THINGS AND IT IS NOW BUSINESS DAY 33. I don't think anyone at this company would appreciate being treated like this of they were in my position. THE CUSTOMER IS ALWAYS RIGHT. DELIVER THE REST OF MY THINGS AND GIVE ME MY $1800 BACK OR I WILL SUE YOU. I have never dealt with such an incapable, ignorant, company. Just deal with the fact that you have lied to me on multiple occassions, failed to deliver my things in a timely manner and give me my money back.
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:
I FORMALLY DO NOT ACCEPT RESOLUTION OF THIS MATTER based on the information in my complaint and the information below. PROPOSED REMEDIATION: As of today, * February 2016, Apollo remains in breach of contract. Many of my items have been in transit for over 30 business days at this point. Other items were damaged, destroyed or are still missing. Requesting final and prompt delivery of my possessions and refund of at least ½ of the $1,850 ($925.00) I paid to Apollo Relocation Services and their sub-contractors.IN RESPONSE TO YOUR EMAIL:Apollo’s statement that, “…As per the carrier the customer was delivered, but by accident the carrier left about (4) boxes in their truck…” is inaccurate. Most of my possessions were delivered but not all of them. The boxes they did deliver were delivered very late, and cost me money as they contained items critical to my occupation that I was needlessly forced to replace due to non-delivery by the Apollo sub-contractor. When those items were delivered about ½ of the items needed to be disposed of – 15 Brooks Brothers shirts at about $60.00 – so a $900.00 loss there. Additionally, I am still missing a lamp that I was told was destroyed, at least one box containing a pair of new sneakers and about 30 Brooks Brothers ties – conservatively they cost $50.00 each so that alone has cost me $1,500. Additionally my butcher block – valued at about $600.00 - was delivered broken and had to be replaced. My guitar was delivered broken and may not be salvageable and most of my dishes arrived broken - Service for 16 is now service for 4. Regarding Apollo’s statement that, “…Since most of the customer's items were delivered, the contract was not breached; regarding the 20 business days. The carrier then confirmed a time with the customer for the delivery of the boxes and the customer didn’t show up until about an hour and a half later…” THIS STATEMENT IS NOT TRUE. I made multiple arrangements with the carrier and they did not show up or call each time - a total of 7-8 times. I left work early to meet them on three different occasions and woke up early in the AM to meet them at least twice – every time no call and no show. That was the case until last Friday * February. On that day – well beyond the agreed upon 20 business day delivery period - I was at a restaurant with my parents when I received a call from someone who had been working late in the office who indicated that “…someone was trying to reach me urgently.” It was 7:19 PM ET. She gave me the number. I called back and it was the movers calling me at work (not on my cell as they were asked to do) letting me know they were in front of my building. No prior notice at all – they just showed up. I had to leave dinner to meet them. So since what I do have was delivered on * February – well after the 20 day period – and many of my belongings are still not here (as of 8 February) Apollo remains in breach of our agreement.Regarding, “If the customer has any missing/damaged items the customer would have to file a claim.” If Apollo would like to send me the link and instructions on making a claim I can file a claim for the numerous damaged items and missing possessions. They can post that information here.In response to their comment that, “If the customer has any questions he can give us a call at ###-###-#### where one of our representatives can assist him.” I would like to note again that I have made multiple calls to Apollo related to this matter and when their representatives could not resolve the issue, I repeatedly requested calls back from senior Customer Service (Director or VP). I have received no response. My last interaction with Apollo was related to you in my initial claim – that interaction was what ultimately prompted me to file this complaint with the Revdex.com. I’ve recounted that interaction for you below as a reminder.ISSUE NUMBER 12 FROM MY ORIGIONAL COMPLAINT DATED ** JANUARY: “On Wednesday ** January I again contacted Apollo Relocation Services (Jessica this time) and explained the movers had again not called or shown up as promised, and that I was extremely dissatisfied with their service and the sub-contractor. I asked for a refund and to speak with a senior staff member. She would not grant either request. I asked for a contact in their legal department. She denied that request as well. I asked how she intended to resolve this situation. She remained silent. I asked when I could expect my remaining items be delivered. She indicated she could not comment on that either. She finally did agree to request that her supervisor – Seth – contact me. That was an hour ago and I have not heard back.”PROPOSED REMEDIATION: As of today, * February 2016, Apollo REMAINS in breach of contract. Many of my items have been in transit for over 30 business days at this point. Other items were damaged, destroyed or are still missing. Requesting final and prompt delivery of my possessions and refund of at least ½ of the $1,850 ($925.00) I paid to Apollo Relocation Services and their sub-contractors.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
In the contract that you booked with Apollo it states that you paid $350.00 for a one day window. That does not mean that you are paying for a specific time window. 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. Unfortunately, you did have additional cubic feet at pickup. Our representative did send to your email a break down of the additional charges. Once again we are very sorry about the inconveniences and if you would like to further discuss this, you may give us a call at our office at ###-###-####. Respectfully, Apollo Relocation Services.
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]
We did not have confirmation from the carrier that they were coming by the close of the business day on the 2nd day of the scheduled move and therefore we had no choice but to act accordingly that they were not coming. NO confirmation that they were coming by the close of business on the 2nd scheduled date was made (8pm EST is the close of the company's business and therefore no one was taking calls). At 7:50pm a call was made to the business and they still had not reached contact with the driver stating he must be on his phone which was the same excuse we had been receiving since 2pm that afternoon. They gave us a last time at 9pm and when we asked what we are to do if they do not come as the business is closed they guaranteed the driver would be there by then. (11 hours after the first time given)Calls were made every hour and recorded on the voicemail of the company that the driver had not arrived after 8pm as no one was there to respond or answer the phone, a call was made at 11:06 informing the company they did not meet their contract and we needed to find other arrangements for our move.This therefore breaches the contract signed because no contact was made with a carrier within the 2 day window by the close of business on the 2nd day. No carrier was confirmed or contacted us until a man showed up at the door. The last call made to the business was 7:50 pm and they still had no contact with the driver. This was clearly not met and there is no reason why a simple call from the carrier/driver could have been made to inform us of the time and that they were still coming. You can not claim "traffic and other issues" when 11 hours difference from the provided time and the actual time of arrival without a single phone call. THE BUSINESS NEVER made a call to us and we had to call them multiple time to get any information.As for the company offering a rescheduled date, we can not change our move out date due to being called to active duty and needing to be at the station so the offer to have this company reschedule the move is not an option and we would not trust this company anyway. We had to quickly pack a Budget truck and move it ourselves. Therefore we had to make other arrangements to get our move completed.
Showing up to someone's house at 11:15 pm is not acceptable without any call or confirmation that someone was coming, especially since that last time given was a clear 9pm guarantee by the business office. This move could not have taken place within this business day even if we let the men into our house so late at night at 11:15 pm.
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Sincerely,
[redacted]
Revdex.com:At this time, I have not been contacted by Apollo Relocation Services, Inc. regarding complaint ID [redacted].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:
I have attached a thread of documentation I have sent to Apollo Relocation Services. This is the email address I ws instructed to use by Seth, at Apollo. As you can see, I have made many attempts to contact and resolve the issue, but have never received a reply or recognition of any kind from Apollo. I just want to get my belongings returned to me. If this cannot be accomplished, I am requesting $450.00 to cover my expenses to replace items and repair others.Thank you.[redacted]
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Sincerely,
[redacted]
We apologize for any inconvenience to the customer because of the carrier delays. Our dispatch office has been made aware of the situation and is addressing it at the moment. We advise the customer to continue to contact our office and ask to speak to a dispatcher who can further assist her.
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.
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]
Several times I was told by both a representative and a dispatcher that I would receive my belongings under 21 days, just as I was assured packing was included in my estimate. It was rather deceptive.
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Sincerely,
[redacted]
According to the Bill of Lading which was signed by the customer, she had an additional 150 CF at the rate of $3.15 each which total $472.50, plus the additional $42.52 for fuel surcharge for the extra space, resulting in a total $515.02 of overage charges. As per the agreement signed by the customer, the price initially estimated becomes non-binding when there is additional weight or cubic feet for the customer's load. Te charges were made according to the rate and agreement of terms and conditions upon making the reservation.
We do apologize for any inconvenience to the customer. According to our notes, the carrier arrived at the customers home on 8/**/15 at 10:30pm still within the scheduled date. As per our contract that the customer agreed and signed to the conditions and terms. It does state, "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"Unfortunately, because of the nature of the transportation industry, there are delays including traffic,road, and delays caused from other customers, which was the case with this customer. Once again we do apologize for any inconvenience to the customer but the drivers did arrive within the agreed terms of the contract, and in no shape, way, or form did Apollo Relocation Services violate any of the terms agreed upon in the contract.
We apologize that the use of a shuttle truck was needed but it is disclosed on the contract signed by the client that if a shuttle is needed they are responsible for payment of those services and it also discloses on the paperwork that final delivery payment is due by postal money order only.
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 carrier. Apollo Relocation Services failed to show up and we waited six days for them to do so, and still they did not show up. They breached their contract, and were directly responsible for thousands of dollars of expenses because my household goods move was delayed. I 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 $6000 in expenses which Apollo is responsible for. I will not hesitate to get the [redacted] Attorney General involved if I have to. Their empty promises have hurt me financially, and they refuse to be held accountable. Their insincere apologies are not going to cut it.
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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:
My complaint has not been resolved because I'm still severly dissatisfied with the way I was treated by the company and their customer service department. I feel absolutely terrible that the poor mover who texted me was put on temporary leave from the company. My intent of sharing that information was to exemplify the company's inability to adhere to their "5 star service" promise. The response from Apollo was hardly apologetic and did not address the unacceptable state my belongings were delivered in. Since when is it acceptable to fail to deliver on your company's vision, mission and values that are advertised?
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Sincerely,
[redacted]
We apologize for any inconvenience to the customer. However the customer was not charged $2349. The customer was charged an additional $300 for extra packing that had to be done. The customer was not without her items for (4) weeks either. The customer was picked up on January **...
2016, and then she set up a first available delivery date of January [redacted] 2016. The customer was delivered on February * 2016, which was definitely agreed upon. If the customer has any damaged items she can file a claim through the carrier at [redacted]
We apologize for any inconvenience to the customer. Since this job was serviced, they are not entitled to a refund. Customers are only eligible for a refund if they CANCELtheir 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 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 holidaysexcluded) of the first estimated pack or load date. Additionally, cancellationpolicy will apply to the earliest estimated pack/load date in the event a datechange is requested by client.”
We apologize for the delay picking up the clients car but we communicated with them the delay and we worked it out so that they could leave the car with a neighbor and the car transport would pick it up there. The logistics of transport can be difficult and sometimes there are delays out of our control but we strive to provide the best service possible and to find solutions.
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.
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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 did not say that I was coerced into signing a contract nor did I say that I was unwilling to pay for additional cubic footage used. What I said is that the company tried to scam me by miscalculating the square footage I actually used claiming they had a 10x10 truck when they really had an 8x8 truck. This was only realized when I, the customer, used my own tape measure to measure the truck. I don't understand why it is not in the notes anywhere that the earliest I could receive my stuff was August [redacted]. I can provide my leasing agreement showing that I would have had nowhere to put my belongings prior to that date. I also expressed this to Barry over the phone about my move in date. He should have documented this. The contract with Apollo states that my quote includes disassembly and reassembly of my furniture. I paid for that service and did not receive that service. In addition I had additional out of pocket expenses to pay for the [redacted] to move my stuff as well as lost compensation at work because of the time spent to resolve this issue. The contract was violated because I did not receive services I paid for and had to pay for additional expenses due to Apollos mistake. I need to be reimbursed for this.
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Sincerely,
[redacted]