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 expect our deposit to be refunded. We also expect our expenses for the additional stay in temporary housing that was caused by this to be covered at $520 for the room plus an additional $250 for living expenses incurred by my 11 year old daughter and I during that time. We expect to be reimbursed for $1820 in total. There is absolutely no acceptable reason for this business to have left us in this position.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
At Apollo Relocation Services, we do our best to help easethe stress of long distance moving with courteous customer services at theforefront. Hence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our utmostpriorities. We regret...
that our customer, Pamela Johnson, feels that her reservationwas not to the caliber of our usual reservations. In this customer’s case, sheselected to change her move dates from 5/*-5/* to 5/*-5/*. We were able to accommodateto her new dates and performed all of the logistical coordination required toadjust the reservation. Once 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 7 business days from herearliest moving dates. Below 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 date. I understand that deposits are non refundable for movescancelled, reserved, or placed on hold within seven (7) business days (weekendsand federal holidays excluded) of the first estimated pack or load date.Additionally, cancellation policy will apply to the earliest estimatedpack/load date in the event a date change is requested by client.”Because of cancellations, reschedules, and last minute reservations from customers, we have thiscancellation policy for situations just like this one where we have tologistically adjust the space on trucks and routes that our carriers haveavailable to be able to accommodate to our customers’ requests. When 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 cancelled. Because of the inconvenience to ourcarriers and their schedules, we do not offer a full refund so close to movingdates. While 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 us. Hence, we offer a “hold” policy which allows customers to place theirmoves on hold for up to a full year (12 months), until they are ready to moveso that they do not lose their deposit or moving rate. When 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 window. We 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 move. She is welcome to callour office and make those adjustments as necessary. As 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.
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:
It is not true that the website clearly explains that you are a broker. The website conveys that you "offer professional full-service moves" and shows an Apollo truck. The truck that arrived said "[redacted]" and "[redacted]." To figure out that you are a broker, you have to read the fine print after scrolling to the bottom of the page. The estimate is also confusing and should be re-written for clarity. Moreover, you did not address why Nicholas S[redacted] gave me such a low estimate for my furniture even though I gave him dimensions of the furniture and did not have more items than were in the estimate.I would like a proper explanation and a refund.[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I have already went to the carrier that was on my bill in dallas tx as I stated before in the other complaint put in
on 24 7 no one respondid so it is in dallas now to track them down as I stated before you never want responsibility and under all
these things you are never responsible I wonder if the gun was never found and harm someone who would be responsible being
he worked for a c ompany you subcontracted to, it makes ,me sick that compoanies hide behind all these technicalities and
I called apollo back when they were suppose to call carrier and never did, as I said before nn one is ever resposible just the
dumb consumer who hires them.
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 was never told to read over the "contract" and was rushed to lock in the rate or I would loose that price. The representative did not explain they cancellation policy as far as the deposit being forfeited, neither its clear anywhere on that "contract". The Representative failed to accurately quote the items and describe their fees or being unable to accept bags without an extra fee. Nowhere on the "contract" it states that bags aren't allowed and there will be an extra charge for those. The sales rep did not truthfully presented the information to the customer, neither disclosed that this move would be outside of their cancellation period therefore forfeiting the deposit. Ive asked the supposedly "supervisor" Seth K[redacted] to listen to the call and he refused and said that he trusts this rep. There are no other departments that can assist within this company since its apparently owned by investors and do not care about customer satisfaction. They appear to be in the business of scamming people by forcing them to sign something they couldn't possibly read in 2 minutes and then enforce a "contract" that was never read or understood.
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 Apollo Relocation charged me $1,400 for "Binding Estimate fee" on top of the move cost; which means that the quoted price won't change on the day of loading. On the pick up day, the driver called and said he suspect my load is more than the quoted price. I questioned why he was making that assessment without actually seeing the load and he said he has been in the business for 7 year, so I will be paying more more than the contract price. He wanted me to consent to over charges before he shows up. Needless to say my inventory did not grow, it said the same. Apollo charged me over 100% of the quoted price and that also includes the "Estimate binding fees of $1,400". I questioned why I am paying for that fee and they couldn't provide the rationale behind the at fee. The driver told me he will leave my load behind and keep my security deposit of $720.00 if I refuse to pay the over charge. I feel this is a calculated scam. They knew I can't afford to loose the security deposit so they will charge me any amount. They delivered household good and with lots of damages.
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. The customer was charged accordingly and she agreed to additional charges. The customer was not charged $2349. The customer’s original quote was for $1089.76 after she was picked up the customer owed $1355.12, which is $265.36 more. The customer can file her claim through the carrier at ###-###-####.
At Apollo Relocation Services, we do our best to help easethe stress of long distance moving with courteous customer services at theforefront. Hence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our utmostpriorities. We regret...
that our customer, [redacted], feels that herreservation was not to the caliber of our usual reservations. In thiscustomer’s case, her move dates were scheduled for 5/**-5/[redacted] Because ofchanges in her original route, our carrier contacted the customer to see if shewas comfortable with an earlier pick-up date to accommodate to those changes.The customer was not held by any other dates if she was not ready to move, thiswas simply a courtesy call. Since the customer was not ready, the carrier wouldstill abide by the 5/**-5/** pick-up dates as per the agreement. Because of those same changes in the route, the carrierwould not be able to accommodate a same day delivery. Our moving consultants alwaysadvise customers of an Estimated Delivery Spread for their delivery accordingto the distance, load size, and route of their particular move. For herdistance, our Estimated Delivery Spread would be 1-5 days. Because of thenature of the transportation industry, a delivery date is subject to changeshould circumstances beyond the carrier’s control arise. That is why theDepartment of Transportation allows for such delays in their regulation. Unfortunately, this customer called later on to cancel hermove due to the delivery delay, yet was ineligible for a refund because of ourcancellation policy which states that the customer must cancel outside of 7business days from her earliest moving dates. Below is the exact clause that islisted on our agreement three (3) times on our agreement AND must be checkedoff as read prior to a customer electronically signing the agreement:“Deposits are 100% refundablewith No Cancellation Fee orAdditional Charges for moves cancelled outside seven (7) business days(weekends and federal holidays excluded) prior to the first estimated pack orload date. I understand that deposits are non refundable for movescancelled, reserved, or placed on hold within seven (7) business days (weekendsand federal holidays excluded) of the first estimated pack or load date.Additionally, cancellation policy will apply to the earliest estimatedpack/load date in the event a date change is requested by client.”Because of cancellations,reschedules, and last minute reservations from customers, we have thiscancellation policy for situations just like this one where we have tologistically adjust the space on trucks and routes that our carriers haveavailable to be able to accommodate to our customers’ requests. Because of theinconvenience to our carriers and their schedules, we do not offer a fullrefund so close to moving dates. Below are the internal notesfrom our file regarding this customer: [redacted] : carrier called customer on 5/* for pick up on 5/** customer said no to pick ups on 5/** 5/** and 5/**. customer wanted same day delivery. Customer canceled Our notes clearly indicatethat the customer refused services and would not go through with the move evenfor our agreed upon pick-up dates. Because of the last minute cancellation, thecustomer is not eligible for a refund. As always, we are here and will continue to respond to ourcustomers’ concerns through phone by calling ###-###-#### or email at [redacted].Customer care is our utmost concern and we hope to help these customers reachan adequate solution to their dilemma.
We apologize for any inconvenience to the customer. Prior to the move, our Quality Assurance department spoke with the customer to reconfirm their inventory to ensure no additional items or overages at pick-up. The carrier assigned for the move arrived at the pick-up location as...
scheduled. Upon arrival, the carrier noticed the customer had additional items that weren't on the inventory list and double the load size than what was agreed upon on. According to regulation, the carrier provided the customer with a revised written estimate for the additional cost of the extra items from the customer. Prior to loading the inventory, customer refused the services from the movers and cancelled the move while the movers were present. During the pick-up, the customer spoke with our dispatcher, but refused to negotiate or continue with the move. Because of this, the customer was made aware of the forfeit of deposit. Please see the clause below from the agreement:4. Upon carrier arriving within the 2 daypick up window ready to render services agreed on original order, If customerhas more items or more services than what was on the original estimate andcustomer does not allow carrier to perform services, or refuses carrier’sservices that was originally signed and agreed upon by customer, customerunderstands that he or she is forfeiting the deposit made for the services andthat refunds under these circumstances will not be made. If customer agrees tomake a deal directly with carrier, and the customer does not advise ApolloRelocation Services Inc. of such actions, he or she will forfeit deposit and norefunds will be issued.
We apologize for any inconvenience to the customer. Our contract clearly states that if a 26 foot truck or an 18 wheeler cannot get close to building or house for loading and unloading. A shuttle service may be applied. For a minimum charge of $300.00, that the customer would be responsible...
for. Apollo Relocation does not guarantee delivery date, please take a look at on of the agreed upon terms;Based on the load and mileage of your move, delivery may take anywhere from 1-20 business days. West coast 1-20. Mid-west 1-20. East Coast 1-20. These estimated windows begin on the first day of the shipper’s availability. Goods may be warehoused before delivery. Any situations on delivery such as, no delivery before or after a certain time, or no weekend delivery may cause your delivery schedule to go past the estimated time and may incur additional fees. In the event of any conflict between the Bill of Lading and the terms of any estimate, the terms of the Bill of Lading shall control. The estimated price listed on this agreement is based on a flexible schedule as well as accessible conditions at both pickup and delivery locations. Estimated time of arrival is determined by many factors beyond the control of any carrier and Apollo Relocation Services Inc. such as traffic, weather, mechanical, and any acts of God.
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]
This customer did not reject the service. The driver immediately walked in the garage and told me I was going to pay extra. There were other items stored in the garage , which I explained to the mover were not being transported by them. He what assumed was incorrect. He refused to go through the inventory list of items to be moved. My daughter and I offered several times to walk through the inventory list. He refused, was rude and unprofessional and drove off.
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 tried open communication with the company representatives. I always get told I will get called back at end of day or at this moment I was supposed to get an update on Thursday it is now Monday and have not heard anything from the buisness. I will not call the company again as I have called almost every day for 2 weeks and have never received a straight answer. I was told I would receive a call Thursday and have not. According to the contract they have until Friday to have my stuff here yes but the way of going about these 20 days is rediculous.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We apologize for any inconvenience to the customer. As per our file notes, the customer spoke with our dispatcher just yesterday and were explained the delivery terms. As per the carrier, the customer can expect delivery this week, well within the estimated delivery spread that was given to the...
customer. We advise the customer to give our office a call to speak with a customer care rep to see how we can further assist them.
We apologize for any inconvenience to the customer. However 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. Hence, the customer is not eligible for a refund since their move was serviced.
We apologize for any inconvenience to the customer. However our cancellation policy is stated THREE times before a customer signs the agreement. The customer must also manually check off a box that they have read, agree, and accept the cancellation policy and the terms and conditions. One of our...
representatives from the Quality Assurance department called the customer to go over all necessary information and their inventory. When the customer told our representative that the items were in garbage bags, we advised the customer that this was not allowed. However we provided the customer with options and offered discounts as well. The customer refused all offers and chose to cancel the entire move.
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 becauseThe agent that I spoke to gave me to understand that Apollo would do the move. "We will move you. We never lost a pillow."They gave me no warning and no time to check on the record of their subsidiary. They also said I would not need to buy additional insurance because of their quality service. They have done nothing to help me submit any claims other than call the other company or give me their phone number. The subsidiary does not respond to my contacts.They have NOT fulfilled their responsibility in a honest businesslike manner because they referred me to a bad business and absolve themselves of any responsibility. They have kept my $1,000 deposit for false promises and a nightmare for me.Your Answer Here]
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]. I am accepting their offer, but an offer to fill out claim is not the same as a guaranteed reimbursement. I do not yet see this resolution is satisfactory to me and do not yet consider the matter to be resolved.
Sincerely,
[redacted]
We are so sorry for any inconveniences that have occurred during your move. We have assigned a manager to your case and they are reaching out to the carrier that we assigned to get your items delivered as soon as possible. If you have any questions please give us a call at ###-###-####....
We apologize for any inconvenience to the customer. As per our notes the customer provided A new delivery address due to inability to accept delivery herself. The customer was not charged an additional fee for the address change.The new address provided was to the customers brothers house. Neither customer nor the brother directed movers to reassemble the furniture on site. The movers were under the impression that the items were simply being stored there. Had the customer been available for delivery to her original destination staging and reassembly would have been provided as per the contract. The carrier did not intentionally lie to the customer it was an honest mistake as they had rented a 10x10 truck but was given a 8x8 truck. However once it was brought to their attention the cubic footage was properly adjusted. As per our contract, which it states more than once. "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." Once again we apologize for any inconvenience to the customer but in no way shape or form did Apollo Relocation Services violate the terms or conditions on the agreed upon contract.
We regret that our customer, [redacted], feels that her move was not to the caliber of our usual moves. While 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 carriers. This customer was called for the QA process on 5/**/15, 4 days prior to her pick-up date to revise any items on the inventory that was necessary. During 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-up. Below are the notes from our file during that call and what was reviewed with the customer, including additional costs and truck access."05/**/2015 12:00:02 pm [redacted]- QA : ADDED WEIGHT 3083lbs-3889lbs, EXPLAINED 2 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 DIRECTLY. EXPLAINED 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 cost. The customer refuses to answer to our calls or voicemails, as evident by our file notes below:"05/**/2015 03:29:52 pm [redacted]- called customer several times to address issue in regards to Revdex.com complaint. Customer not answering."Our offer still stands in regards to the help with the additional storage costs, should the customer return our calls. We invite the customer to give us a call at ###-###-#### to help file a claim or address this concern directly with us. We're always here to help our customers and answer their 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# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
We expect our deposit to be refunded. We also expect our expenses for the additional stay in temporary housing that was caused by this to be covered at $520 for the room plus an additional $250 for living expenses incurred by my 11 year old daughter and I during that time. We expect to be reimbursed for $1820 in total. There is absolutely no acceptable reason for this business to have left us in this position.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
At Apollo Relocation Services, we do our best to help easethe stress of long distance moving with courteous customer services at theforefront. Hence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our utmostpriorities. We regret...
that our customer, Pamela Johnson, feels that her reservationwas not to the caliber of our usual reservations. In this customer’s case, sheselected to change her move dates from 5/*-5/* to 5/*-5/*. We were able to accommodateto her new dates and performed all of the logistical coordination required toadjust the reservation. Once 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 7 business days from herearliest moving dates. Below 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 date. I understand that deposits are non refundable for movescancelled, reserved, or placed on hold within seven (7) business days (weekendsand federal holidays excluded) of the first estimated pack or load date.Additionally, cancellation policy will apply to the earliest estimatedpack/load date in the event a date change is requested by client.”Because of cancellations, reschedules, and last minute reservations from customers, we have thiscancellation policy for situations just like this one where we have tologistically adjust the space on trucks and routes that our carriers haveavailable to be able to accommodate to our customers’ requests. When 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 cancelled. Because of the inconvenience to ourcarriers and their schedules, we do not offer a full refund so close to movingdates. While 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 us. Hence, we offer a “hold” policy which allows customers to place theirmoves on hold for up to a full year (12 months), until they are ready to moveso that they do not lose their deposit or moving rate. When 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 window. We 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 move. She is welcome to callour office and make those adjustments as necessary. As 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.
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:
It is not true that the website clearly explains that you are a broker. The website conveys that you "offer professional full-service moves" and shows an Apollo truck. The truck that arrived said "[redacted]" and "[redacted]." To figure out that you are a broker, you have to read the fine print after scrolling to the bottom of the page. The estimate is also confusing and should be re-written for clarity. Moreover, you did not address why Nicholas S[redacted] gave me such a low estimate for my furniture even though I gave him dimensions of the furniture and did not have more items than were in the estimate.I would like a proper explanation and a refund.[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I have already went to the carrier that was on my bill in dallas tx as I stated before in the other complaint put in
on 24 7 no one respondid so it is in dallas now to track them down as I stated before you never want responsibility and under all
these things you are never responsible I wonder if the gun was never found and harm someone who would be responsible being
he worked for a c ompany you subcontracted to, it makes ,me sick that compoanies hide behind all these technicalities and
I called apollo back when they were suppose to call carrier and never did, as I said before nn one is ever resposible just the
dumb consumer who hires them.
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 was never told to read over the "contract" and was rushed to lock in the rate or I would loose that price. The representative did not explain they cancellation policy as far as the deposit being forfeited, neither its clear anywhere on that "contract". The Representative failed to accurately quote the items and describe their fees or being unable to accept bags without an extra fee. Nowhere on the "contract" it states that bags aren't allowed and there will be an extra charge for those. The sales rep did not truthfully presented the information to the customer, neither disclosed that this move would be outside of their cancellation period therefore forfeiting the deposit. Ive asked the supposedly "supervisor" Seth K[redacted] to listen to the call and he refused and said that he trusts this rep. There are no other departments that can assist within this company since its apparently owned by investors and do not care about customer satisfaction. They appear to be in the business of scamming people by forcing them to sign something they couldn't possibly read in 2 minutes and then enforce a "contract" that was never read or understood.
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 Apollo Relocation charged me $1,400 for "Binding Estimate fee" on top of the move cost; which means that the quoted price won't change on the day of loading. On the pick up day, the driver called and said he suspect my load is more than the quoted price. I questioned why he was making that assessment without actually seeing the load and he said he has been in the business for 7 year, so I will be paying more more than the contract price. He wanted me to consent to over charges before he shows up. Needless to say my inventory did not grow, it said the same. Apollo charged me over 100% of the quoted price and that also includes the "Estimate binding fees of $1,400". I questioned why I am paying for that fee and they couldn't provide the rationale behind the at fee. The driver told me he will leave my load behind and keep my security deposit of $720.00 if I refuse to pay the over charge. I feel this is a calculated scam. They knew I can't afford to loose the security deposit so they will charge me any amount. They delivered household good and with lots of damages.
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. The customer was charged accordingly and she agreed to additional charges. The customer was not charged $2349. The customer’s original quote was for $1089.76 after she was picked up the customer owed $1355.12, which is $265.36 more. The customer can file her claim through the carrier at ###-###-####.
At Apollo Relocation Services, we do our best to help easethe stress of long distance moving with courteous customer services at theforefront. Hence, addressing complaints or concerns of customers forcomplications that may have occurred during their moves is one of our utmostpriorities. We regret...
that our customer, [redacted], feels that herreservation was not to the caliber of our usual reservations. In thiscustomer’s case, her move dates were scheduled for 5/**-5/[redacted] Because ofchanges in her original route, our carrier contacted the customer to see if shewas comfortable with an earlier pick-up date to accommodate to those changes.The customer was not held by any other dates if she was not ready to move, thiswas simply a courtesy call. Since the customer was not ready, the carrier wouldstill abide by the 5/**-5/** pick-up dates as per the agreement. Because of those same changes in the route, the carrierwould not be able to accommodate a same day delivery. Our moving consultants alwaysadvise customers of an Estimated Delivery Spread for their delivery accordingto the distance, load size, and route of their particular move. For herdistance, our Estimated Delivery Spread would be 1-5 days. Because of thenature of the transportation industry, a delivery date is subject to changeshould circumstances beyond the carrier’s control arise. That is why theDepartment of Transportation allows for such delays in their regulation. Unfortunately, this customer called later on to cancel hermove due to the delivery delay, yet was ineligible for a refund because of ourcancellation policy which states that the customer must cancel outside of 7business days from her earliest moving dates. Below is the exact clause that islisted on our agreement three (3) times on our agreement AND must be checkedoff as read prior to a customer electronically signing the agreement:“Deposits are 100% refundablewith No Cancellation Fee orAdditional Charges for moves cancelled outside seven (7) business days(weekends and federal holidays excluded) prior to the first estimated pack orload date. I understand that deposits are non refundable for movescancelled, reserved, or placed on hold within seven (7) business days (weekendsand federal holidays excluded) of the first estimated pack or load date.Additionally, cancellation policy will apply to the earliest estimatedpack/load date in the event a date change is requested by client.”Because of cancellations,reschedules, and last minute reservations from customers, we have thiscancellation policy for situations just like this one where we have tologistically adjust the space on trucks and routes that our carriers haveavailable to be able to accommodate to our customers’ requests. Because of theinconvenience to our carriers and their schedules, we do not offer a fullrefund so close to moving dates. Below are the internal notesfrom our file regarding this customer: [redacted] : carrier called customer on 5/* for pick up on 5/** customer said no to pick ups on 5/** 5/** and 5/**. customer wanted same day delivery. Customer canceled Our notes clearly indicatethat the customer refused services and would not go through with the move evenfor our agreed upon pick-up dates. Because of the last minute cancellation, thecustomer is not eligible for a refund. As always, we are here and will continue to respond to ourcustomers’ concerns through phone by calling ###-###-#### or email at [redacted].Customer care is our utmost concern and we hope to help these customers reachan adequate solution to their dilemma.
We apologize for any inconvenience to the customer. Prior to the move, our Quality Assurance department spoke with the customer to reconfirm their inventory to ensure no additional items or overages at pick-up. The carrier assigned for the move arrived at the pick-up location as...
scheduled. Upon arrival, the carrier noticed the customer had additional items that weren't on the inventory list and double the load size than what was agreed upon on. According to regulation, the carrier provided the customer with a revised written estimate for the additional cost of the extra items from the customer. Prior to loading the inventory, customer refused the services from the movers and cancelled the move while the movers were present. During the pick-up, the customer spoke with our dispatcher, but refused to negotiate or continue with the move. Because of this, the customer was made aware of the forfeit of deposit. Please see the clause below from the agreement:4. Upon carrier arriving within the 2 daypick up window ready to render services agreed on original order, If customerhas more items or more services than what was on the original estimate andcustomer does not allow carrier to perform services, or refuses carrier’sservices that was originally signed and agreed upon by customer, customerunderstands that he or she is forfeiting the deposit made for the services andthat refunds under these circumstances will not be made. If customer agrees tomake a deal directly with carrier, and the customer does not advise ApolloRelocation Services Inc. of such actions, he or she will forfeit deposit and norefunds will be issued.
We apologize for any inconvenience to the customer. Our contract clearly states that if a 26 foot truck or an 18 wheeler cannot get close to building or house for loading and unloading. A shuttle service may be applied. For a minimum charge of $300.00, that the customer would be responsible...
for. Apollo Relocation does not guarantee delivery date, please take a look at on of the agreed upon terms;Based on the load and mileage of your move, delivery may take anywhere from 1-20 business days. West coast 1-20. Mid-west 1-20. East Coast 1-20. These estimated windows begin on the first day of the shipper’s availability. Goods may be warehoused before delivery. Any situations on delivery such as, no delivery before or after a certain time, or no weekend delivery may cause your delivery schedule to go past the estimated time and may incur additional fees. In the event of any conflict between the Bill of Lading and the terms of any estimate, the terms of the Bill of Lading shall control. The estimated price listed on this agreement is based on a flexible schedule as well as accessible conditions at both pickup and delivery locations. Estimated time of arrival is determined by many factors beyond the control of any carrier and Apollo Relocation Services Inc. such as traffic, weather, mechanical, and any acts of God.
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]
This customer did not reject the service. The driver immediately walked in the garage and told me I was going to pay extra. There were other items stored in the garage , which I explained to the mover were not being transported by them. He what assumed was incorrect. He refused to go through the inventory list of items to be moved. My daughter and I offered several times to walk through the inventory list. He refused, was rude and unprofessional and drove off.
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 tried open communication with the company representatives. I always get told I will get called back at end of day or at this moment I was supposed to get an update on Thursday it is now Monday and have not heard anything from the buisness. I will not call the company again as I have called almost every day for 2 weeks and have never received a straight answer. I was told I would receive a call Thursday and have not. According to the contract they have until Friday to have my stuff here yes but the way of going about these 20 days is rediculous.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We apologize for any inconvenience to the customer. As per our file notes, the customer spoke with our dispatcher just yesterday and were explained the delivery terms. As per the carrier, the customer can expect delivery this week, well within the estimated delivery spread that was given to the...
customer. We advise the customer to give our office a call to speak with a customer care rep to see how we can further assist them.
We apologize for any inconvenience to the customer. However 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. Hence, the customer is not eligible for a refund since their move was serviced.
We apologize for any inconvenience to the customer. However our cancellation policy is stated THREE times before a customer signs the agreement. The customer must also manually check off a box that they have read, agree, and accept the cancellation policy and the terms and conditions. One of our...
representatives from the Quality Assurance department called the customer to go over all necessary information and their inventory. When the customer told our representative that the items were in garbage bags, we advised the customer that this was not allowed. However we provided the customer with options and offered discounts as well. The customer refused all offers and chose to cancel the entire move.
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 becauseThe agent that I spoke to gave me to understand that Apollo would do the move. "We will move you. We never lost a pillow."They gave me no warning and no time to check on the record of their subsidiary. They also said I would not need to buy additional insurance because of their quality service. They have done nothing to help me submit any claims other than call the other company or give me their phone number. The subsidiary does not respond to my contacts.They have NOT fulfilled their responsibility in a honest businesslike manner because they referred me to a bad business and absolve themselves of any responsibility. They have kept my $1,000 deposit for false promises and a nightmare for me.Your Answer Here]
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]. I am accepting their offer, but an offer to fill out claim is not the same as a guaranteed reimbursement. I do not yet see this resolution is satisfactory to me and do not yet consider the matter to be resolved.
Sincerely,
[redacted]
We are so sorry for any inconveniences that have occurred during your move. We have assigned a manager to your case and they are reaching out to the carrier that we assigned to get your items delivered as soon as possible. If you have any questions please give us a call at ###-###-####....
Respectfully, Apollo Relocation Services.
We apologize for any inconvenience to the customer. As per our notes the customer provided A new delivery address due to inability to accept delivery herself. The customer was not charged an additional fee for the address change.The new address provided was to the customers brothers house. Neither customer nor the brother directed movers to reassemble the furniture on site. The movers were under the impression that the items were simply being stored there. Had the customer been available for delivery to her original destination staging and reassembly would have been provided as per the contract. The carrier did not intentionally lie to the customer it was an honest mistake as they had rented a 10x10 truck but was given a 8x8 truck. However once it was brought to their attention the cubic footage was properly adjusted. As per our contract, which it states more than once. "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." Once again we apologize for any inconvenience to the customer but in no way shape or form did Apollo Relocation Services violate the terms or conditions on the agreed upon contract.
We regret that our customer, [redacted], feels that her move was not to the caliber of our usual moves. While 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 carriers. This customer was called for the QA process on 5/**/15, 4 days prior to her pick-up date to revise any items on the inventory that was necessary. During 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-up. Below are the notes from our file during that call and what was reviewed with the customer, including additional costs and truck access."05/**/2015 12:00:02 pm [redacted]- QA : ADDED WEIGHT 3083lbs-3889lbs, EXPLAINED 2 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 DIRECTLY. EXPLAINED 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 cost. The customer refuses to answer to our calls or voicemails, as evident by our file notes below:"05/**/2015 03:29:52 pm [redacted]- called customer several times to address issue in regards to Revdex.com complaint. Customer not answering."Our offer still stands in regards to the help with the additional storage costs, should the customer return our calls. We invite the customer to give us a call at ###-###-#### to help file a claim or address this concern directly with us. We're always here to help our customers and answer their questions. Customer care is our utmost concern and we hope to help these customers reach an adequate solution to their dilemma.