Classic Cruises of Newport

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 was actually about the information misrepresantation, not customs feeThe local customs broker was not a problem The Express Cargo USA,LLC did not provide the whole and clear information about the shipping options The suggested to me "economy" shipping service put me in a very stressfull and unexpected situationMy household goods were held by a shipping company in a warehouse for over two weeks after I have paid the destination fee at time They requested some special shipping information which I was not able to provide and redirected me to the original shipping companyThe original shipping company Express Cargo USA, LLC simply responded that because I use the "economy" service I was on my own and my problem was not their business anymore All this stressful situation could be easily avoided if Express Cargo USA,LLC have a more professional and honest way to present information to the unexperienced customer 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 wrote a check of $4428 to Express Cargo USA - Billing department (a picture of the check is available upon request). This entails they are responsible. I pretend they'll negotiate the settlement internally with whoever has operated the shipment and inform me once agreement has been reached between the parts. Sincerely, [redacted]

Express Cargo is the freight forwarderAs such, we are licensed to ship goods overseasBecause the goods involved destination delivery, we hired a shipping line which included a delivery agent overseas and delivered cargo to them in the US If you submitted a claim and it was rejected, then the matter is closedThe freight forwarder is not a self insurer, therefore there is no liability for missing items according to our terms of serviceThis is an industry-wide standard that all freight forwarders abide byHowever, we are trying to go around that system and offer you a solution on how you can work out some kind of settlement directly with the shipping line who is also acting on your behalf to convince the insurance company to offer a settlement as wellWhile it may seem burdensome to have to deal with them directly, it is the only method by which you will receive any kind of settlement since they are the responsible partyWe have already opened the door and told Global Log that they will have to offer you settlement since the goods were lost in their care and they have agreedNow you must contact them directly so that both parties can work out an equitable amountIt does not benefit you for Express Cargo to be involved in this settlement process considering, you must decide if their offer is equitable or notWe have explained the process needed and have given you their contact informationWhile we can monitor the situation, no other movement will occur unless you contact them directlyThey are awaiting your email Express Cargo USACutomer Service

We apologize for the customer's experience, however a shipping company's responsibility is to ship goods from a chosen origin point to a chosen destination pointIn all cases, we rely on a customer to have a minimal understanding of the shipping process and to choose options that will not
overburden their comfort level.In this case, the customer chose an economy door to port service and did not realize that customs clearance would be her responsibilityThe fees mentioned at the end of the complaint are optional fees the receiving agent is charging because she has asked them to clear customs for herThis can normally be performed by a customer with minimal fees involved, but the process can sometimes be arduous as one is dealing with a foreign customs office. On 7/**, the customer voiced their complaint to our company and we immediately responded with the following:Dear** ***,We thank you for your communication in this matterManagement has reviewed the file to see if any errors had been committed since we would gladly make up for any mistake madeHowever, we see that you did not choose door to door service which would allow us to request the port/terminal fees from our receiving agent so that we could have alerted you what they wereThis type of service would have been several hundred dollars more than what your shipment ended up costing you which is the tradeoff over getting an economy door to terminal serviceIn addition, this is standard procedure for every shipping company in the world when it comes to port/terminal shipmentsAnyone that has ever shipped internationally understands that your government will charge incidental fees upon arrival at the portThese fees can never be known at the time of sending our estimate which is why it is mentioned as part of the exclusions at the bottom of every quotation (below)We apologize for the inconvenience and trouble but if you look closely at every quotation you received for your shipment from our competitors, you will see that they all have a similar exclusionStandard operating procedures have been followedOnce again, we are very sorry for any kind of misunderstanding.Notes: Documentation fee is $You can save additional amounts by dropping off or picking up at nearby terminals (if door service has been quoted)A standard bedroom accounts for approximately 100cft of packed volume (or med boxes)Final volume is determined after goods are palletized/cratedTotal Loss and All Risk Marine Insurance availableStorage availableUnless included, estimates exclude port fees, storage fees, fuel surcharge, GRI, customs inspection, quarantine/fumigation related charges, congestion charges, import duties/taxes, difficult or unusual access to residence, delivery above 2nd floor (no elevator), heavy items (piano/safe), hoisting, parking permit, etcPlease inquire about customized rates.--------------------------------------------------------------------------...⇄ reading the customer's complaint coupled with an analysis of this type of shipment, we find that everything occurred as had been mapped out and any fees at port were within range of a typical shipmentOnce again, we apologize for the customer's displeasure.Customer ServiceExpress Cargo

We completely apologize to shipper for any missing items that occurred during the shipping processOnce goods were picked up, they were transported to Global Log's warehouse (shipping carrier)During the time goods were at their warehouse up to the time that goods were delivered, there appears to
be a pallet that has been misplacedGlobal Log immediately began an investigation and did everything possible to track the palletIn all likelihood, it will still be located at one of their transit warehouses, but the shipper is understandably upsetWhile Express Cargo entrusted the goods to our co-loading partner, we understand the customer has directed their complaint towards usBelow is the response from Global Log:Dear Express Cargo Team,Please extend our thanks to your
team and to your client for the time afforded Globalog to sort through our
investigation of the missing cargo. We understand that Express Cargo did
not mishandle the shipment transportation and are at no faultGlobalog’s terms &
conditions place a limit on liability equal to $per physical gross weight
measurement in pounds (lbs). Based upon the loss that occurred, we will
compensate your client on the gross weight of the missing cargo. While shipping mishaps can and
do happen, our own record of such events is less than 1% against the thousands
of shipments handled each year. Though proud of this record, we also
understand that we provide a unique type of service by transporting/handling
household goods and personal effects Globalog has taken the liberty
to communicate with the handling companies who interacted with your clients
shipment in some manner. Our company, as well as others we have
communicated with are willing to extend a payment ex gratia.Sincerly,The Globalog
Group---------------------------------------------------------------------As of this writing, Express Cargo is applying as much pressure as possible for all parties involved to decide on an amount for reimbursementThis includes a partial settlement from the insurance companyGlobal Log will communicate with the shipper directly on the proposed settlement. Express Cargo USA

The customer's definition of hidden charges is unfortunately erroneousAny fees as a result of a customs directive is not considered a hidden feeIn this case, Customs demanded an intensive examination of the entire container that housed this shipmentThus each shipment in the container was subject to a portion of the customs exam feesMost importantly, Express Cargo did not invoice anything additional, nor did we receive any of the funds from this customs examConversely, the British government made the decision to order the examination, thus his complaint would be better served, directed at themOur previous responses remain the same. Customer ServiceExpress Cargo USA

We apologize once again that our answer is not satisfactory, but as a freight forwarder, it is impossible for our company to micro-manage every shipment to insure that all customers have the proper knowledge, experience and resources to make the proper choice when it comes to choosing the type of service for their shipmentWithin our forms packet, there is a recommendation that each customer check with the destination country's embassy to insure that the customer has the appropriate nationalization documents to insure goods arrive duty freeIn addition, each embassy's website has information for returning citizens and foreigners regarding expenses for the importation of their household goodsA customer is also free to hire their own customs broker to assist in the customs clearance upon arrival at portThis customs broker needs to be contracted prior to shipment departure so their information can be placed as the consignee for the shipmentWhen this is done at the appropriate time, the customs broker always gives a customer an estimate of fees at destination portOnce again, we apologize that the customer had unforeseen hardships at port, but our services as the freight forwarder were performed correctly. Customer ServiceExpress Cargo USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I am very dissatisfied with the CompaniesresponseUnfortunately they twisted out everything I was talking about to makethe situation look like my own fault and stupidityIn their response they werestressing out the fact of destination fees only They say that in ALL cases, they RELY ona customer to have a minimal understanding of the shipping process and tochoose options that will not overburden their comfort levelMy point was that Idid not have a minimal understanding of the process and I did tell about it to theagentThe Company’s misrepresentation of services did overburden my comfort levela lotI would never recommend the Express Cargo USA, LLC to anybody
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I've paid shipment fees for two pallets (boxes) and I've received only one (boxes)I pretend refund of shipment fees and compensation for the loos of my personal belongings
Sincerely,
*** ***

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:

Firstly, this is an issue of a shipping service not completing their obligation. NOT a customs issue; UK Customs did nothing wrong.  My shipment, I packed, was not questionable (Express Cargo is insinuating that I tried to ship something questionably to arise suspicion leading to an examination).  Darren B. of [redacted], the Port/Customs agent (see Cc:) made it clear to both Express Cargo and myself that actually the entire, shared shipping container was chosen to be examined.  Everyone's effects within it were inspected.  Mine cleared customs completely 100%, in order, without any customs fines and without any seizures.Express Cargo even admit in their rebuttal what I'm simply claiming:  Customs, Port and Terminal Handling Charges (THC) are originally included in the agreement I prepaid them in full for on 4/**/2015.  Sean J. (Express Cargo salesperson) suggested this more expensive, all-inclusive "warehouse to curbside/door" service (as they call it) so I would not have to worry about any surprise charges.
My wife's vehicle was shipped from the US to the UK early this year by a different shipping service and it was chosen to be extensively examined in January.  She was not charged this fee for her customs examination because it was a cost of doing shipping business and therefore included.  I don't work in the shipping business so I don't know if her shipper uses an escrow system or loss insurance policy to cover these rare customs examinations but Express Cargo's umbrella statement claim is false.  The exact sum of Customs, Port and THCs can't be predetermined either, yet Express Cargo admit they should be covered. Therefore their argument of inability to predetermine the customs examination cost shouldn't waive Express Cargo of their obligation to see my shipment delivered.I've received the detailed explanation of the customs examination from Darren B. of [redacted] and the explanation doesn't claim who's responsible for payment and only that payment must be made this week to release the shipment for delivery or else long-term storage fees will also be incurred daily.  My original agreement at time of transaction with Express Cargo should supersede any opinion (if there was an opinion regarding responsibility for payment) of Express Cargo's 3rd party agent months after the agreement was entered in.I contacted Sean J. of Express Cargo before submitting a claim with the Revdex.com to allow him a fair chance to provide me with any evidence of an exception to our all inclusive agreement and he could not provide any.  With this rebuttal I see that hasn't changed.  I entered and paid for an all-inclusive agreement for a warehouse to curbside/door delivery of my shipment and I'm requesting just that.
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 was actually about the  information misrepresantation, not customs fee. The local customs broker was not a problem.  The Express Cargo USA,LLC  did not provide the whole and clear  information about the shipping options.  The suggested to me  "economy" shipping  service put me in a very stressfull and unexpected  situation. My household goods were held by a shipping company in a warehouse for over two weeks after I  have paid the destination fee at time.  They requested some special shipping information which I was not able to provide and redirected me to the original shipping company. The original shipping company Express Cargo USA, LLC simply responded  that because I use the "economy" service I was on my own and  my problem was not their business anymore.  All this stressful situation could be easily avoided if Express Cargo USA,LLC have a more professional  and honest way to present information  to the   unexperienced customer.  
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.Palletways found the remaining pallet with the remainder of the 11 tubs missing. I received all...

items today. Gernot Brinkmann from Globalog Group emailed me apologizing for the anxiety that the lost pallet caused me. I did not hear from Express Cargo USA during this entire mix up, however. If I ever have to move again, I will not be using Express Cargo USA. They work extremely unprofessionally and do not communicate with other departments well. I lost a lot of trust in them throughout this entire process. Globalog Group was very professional in handling all my my questions and issues. 
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 wrote a check of $4428 to Express Cargo USA - Billing department (a picture of the check is available upon request). This entails they are responsible. I pretend they'll negotiate the settlement internally with whoever has operated the shipment and inform me once agreement has been reached between the parts.
Sincerely,
[redacted]

Express Cargo is the freight forwarder. As such, we are licensed to ship goods overseas. Because the goods involved destination delivery, we hired a shipping line which included a delivery agent overseas and delivered cargo to them in the US.  If you submitted a claim and it was rejected, then the matter is closed. The freight forwarder is not a self insurer, therefore there is no liability for missing items according to our terms of service. This is an industry-wide standard that all freight forwarders abide by. However, we are trying to go around that system and offer you a solution on how you can work out some kind of settlement directly with the shipping line who is also acting on your behalf to convince the insurance company to offer a settlement as well. While it may seem burdensome to have to deal with them directly, it is the only method by which you will receive any kind of settlement since they are the responsible party. We have already opened the door and told Global Log that they will have to offer you settlement since the goods were lost in their care and they have agreed. Now you must contact them directly so that both parties can work out an equitable amount. It does not benefit you for Express Cargo to be involved in this settlement process considering, you must decide if their offer is equitable or not. We have explained the process needed and have given you their contact information. While we can monitor the situation, no other movement will occur unless you contact them directly. They are awaiting your email.  Express Cargo USACutomer Service

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:
Regardless of how the business owner wants to complicate this matter ultimately they had a responsibility to use my funds they decided upon to perform they're duty.It's prudent of them to have their Terms of Service agreement draft to protect them from any significant and unforeseeable circumstances such as this but their diligence would be best served sharing it with their client to sign and accept at the time of accepting their clients' payment and shipment and not 3 months after promising to deliver the clients' shipment.I still refuse to sign these retroactive terms offered by the owner to indemnify his company from a small portion of the losses I had to absorb due to they're inability to perform their duties.
Sincerely,
[redacted]

This is not a valid complaint against Express Cargo as it is directly a customs issue overseas. UK Customs determined that the shipment in question would undergo an extensive examination upon arrival at port. It is not uncommon for this to occur on outbound shipments from Los Angeles, but once...

customs is involved, they have full authority to conduct as extensive an examination as they feel necessary. Our estimate to the customer included customs clearance, port charges and THC. All of these fees were paid for by Express Cargo. A customs examination is not included by any shipping company in the world because they are a random occurrence and can never be predetermined. We apologize that the customer is not satisfied with the answer, but we encouraged him to get a more detailed explanation from the shipping line since they would have received the exam notice and customs invoice for the entire container. Customer ServiceExpress Cargo