Contour Logistics Incorporated

Dear [redacted] , We have apologized to you on numerous occasions for your dissatisfaction during your relocationWe must maintain that had you not circumvented us and chose to contact the agent we sent to survey directly for your shipment, these circumstances may have never happenedHere is evidence from [redacted] Moving & Storage to confirm that you contacted them directly and they performed the piand shipment of your goods: Good afternoon, The shipper paid [redacted] for pick up to storage and storage Upon delivery, additional items were discovered missing We were able to locate those items and Contour facilitated their movement at our expense Thank you and have a great day Dale P [redacted] ###-###-#### [redacted] Moving & Storage Inc [redacted] *** [redacted] Again, as you can see, we had no involvement with the piof these goods [redacted] Moving & Storage performed this service and shipped themWe merely attempted to assist you with finding the missing items and having them deliveredThe e-mail also proves that the items became missing at [redacted] Moving & StoragePlease, again, accept our apologies for the unfortunate circumstances concerning your shipmentOur only wish is that we would have been directly involved throughout this process so this situation may have not occurredPlease direct your claims to the responsible parties: [redacted] Moving & Storage and [redacted] InsuranceKindest Regards, John *D [redacted]

Dear [redacted] ,As explained, we were unable to properly finish billing on your account as you only provided the final address the evening prior to delivery to the driver and not our offices Our office updated this information the next day and phoned to collect the balanceThe charge for $is the Elevator Fee which appears on our Tariff or Rate Schedule under the Terms and Conditions section which I have attached This is published to All Overseas Agents whom ship to us Your Shipping Agent with whom you have signed a contract advised this charge for your AccountAs you have a contract with them, you must take any dispute up with themUpon their written acceptance of their charges, we can remove this charge from your accountYou committed to settling this balancePlease do so as early as possibleWe delivered your shipment with this balance as a courtesy so you would have time to dispute the charge with your Shipping AgentIt has been days since deliveryPlease go online to settle this charge or contact our offices if you need assistanceKindest Regards,John [redacted] D [redacted] Operations Manager

---------- Forwarded message ----------From: John DeM [redacted] Date: Tue, Jun 23, at 9:AMSubject: Complaint ID - Contour Logistics Inc.To: [redacted] < [redacted] @myRevdex.com.org>Hi [redacted] , This is a similar issue to those previousIn short, this customer has a contract with an Overseas Agent who subcontracted to usWe are not legally bound by those Terms in Conditions, we are bound by our Terms and Conditions with the overseas agent, in this case [redacted] We provided the Invoice and breakdown of charges to both the client and the Overseas Agent as we cannot become involved in contractual mattersPlease reference the below correspondence in which the Agent apologizes to us due to this customers lack of understanding as to how these charges are formulatedThis is very simple, we prepaid charges to secure the release of his shipment from US Department of Customs, our charges to him are merely for reimbursement of monies fronted by Contour Logistics Inc Dear All,Sorry for this situation, our sales is talking with client and solve the problem asapBest Regards, ***Manager [redacted] Mob: + [redacted] Tel: + [redacted] Email: ***@ [redacted] .comWeb: www[redacted] .com Please consider the environment before you print this mail!NOTICE: The contents of this e-mail message and any attachments are confidential and intended solely for the addresseeIf you have received this transmission in error, please immediately notify the sender by return e-mail and delete this message and its attachmentsAny unauthorized use, copying or dissemination of this transmission is prohibitedFrom: John DeM [redacted] Date: 2015-06-01:28To: ***CC: ImportsSubject: RE: RE: / [redacted] - Supplemental ChargesHI ***, Please find the attached Invoice for proof of X-Ray and CET examinationBelow is how we calculated total charges in line with our Tariff: $X-ray = $77.81exam fee +$ [redacted] + $disbursement fees $CET = $+ $ [redacted] + $Warehousing By [redacted] fees+ $disbursement fees Kind Regards,John L D [redacted] Contour Logistics IncTurnpike DrUnit Hatboro, PA Tel: ###-###-#### x ***Fax: ###-###-#### [email protected] Members of IAM –BAR - Licensed by FMC Kind Regards,John L DeM [redacted] Contour Logistics IncTurnpike DrUnit Hatboro, PA Tel: ###-###-#### x ***Fax: ###-###-#### [email protected] Members of IAM –BAR - Licensed by FMC

Dear [redacted] , We have removed the elevator charge from your Account as a courtesyThe charge is valid and was advised by your Overseas Agent for your AccountThere are extensive emails as to why this occurred, however we wish to resolve this and move forwardContact detail verification remain the responsibility of the Customer as most customer do not know the final delivery address when shipping International and the address declared on the shipping manifest is usually just a place holder Kind Regards, John D [redacted] Contour Logistics Inc

From: John D [redacted] < [redacted] @contour-usa.com>Date: Wed, Mar 18, at 12:PMSubject: FW: Contour Logistics Inc.To: [redacted] < [redacted] @myRevdex.com.org> Dear [redacted] , We have over clients affected by this Bankruptcy and legally we cannot do anything until we receive advice from the Bankruptcy Administrator and the Regulatory Agencies in the UKWe have never received payment and have no contract in place with [redacted] *** [redacted] ***’s contract was with [redacted] and paid directly to themWe will not be able to receive payment from [redacted] for these services [redacted] will have to pay $to facilitate deliveryIf in the future we receive compensation from one of the regulatory agencies, we will reimburse [redacted] ***If we receive payment, we will deliver this shipment at the earliest possible dateOnce more, we are not affiliated with [redacted] , have never received payment, and will have to hold this shipment until payment is receivedKind Regards, John [redacted] D [redacted] Operations Manager Contour Logistics Turnpike DrUnit Hatboro, PA Tel: ###-###-#### x 155Fax: ###-###-#### john.d [redacted] @contour-usa.com www.contour-usa.com “Logistics through innovation, dedication, & technology” Members of IAM (formerly HHGFAA), BAR (British Association of Removers), and Licensed by FMC (Federal Maritime Commission) From: John D [redacted] [mailto: [redacted] @contour-usa.com] Sent: Wednesday, March 18, 12:PMTo: ' [redacted] ***'Subject: Contour Logistics Inc We are the USA handling agent for the delivery of your overseas shipmentThe shipment was consigned to us by [redacted] Movers LtdAs a matter of urgency we are obliged to inform you that [redacted] Movers Ltd has gone into liquidation and has ceased trading effective immediatelyAs a result, it is the clients responsibility to satisfy charges at destinationWe are currently awaiting instructions from The British Association of Removals (BAR) regarding the Compensation ProcedureWe have sent advice to your Trade Agent (Company you booked with) in reference to these developmentsPlease be confident that there has been no mishandling or improprietyWe can confirm your shipment is safe and fully accounted for in our Transit Facility near Philadelphia, PAShould you have any questions regarding this matter please contact the Bankruptcy Administrator: [redacted] Buckinghamshire, [redacted] , [redacted] Tel: [redacted] This is truly all of the information that has been made available to us at this timeWe will be in contact in the coming days to update you on projected Delivery Dates, and to advise once this matter has been sorted Kind Regards, John [redacted] D [redacted] Operations Manager Contour Logistics Turnpike DrUnit Hatboro, PA Tel: ###-###-#### x 155Fax: ###-###-#### john.d [redacted] @contour-usa.com www.contour-usa.com “Logistics through innovation, dedication, & technology” Members of IAM (formerly HHGFAA), BAR (British Association of Removers), and Licensed by FMC (Federal Maritime Commission)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Dear John and Contour Logistics,To clarify, we are not disputing the originally cited delivery timeframeUnfortunately, the delivery timeframe on your end significantly exceeded the timeframe you cite in your responseOur items arrived to you on the 21st of AugustWe were originally told via email confirmation our items would make it on your truck to arrive in San Fransisco on the 28th of SeptemberI called your company on September 29th (confirmed by my phone records) inquiring about the proposed delivery date of our boxesAt that time, your company informed us that our items had not made it on this shipmentNobody bothered to inform us of non-shipment even though I was in direct contact with your company on several occasions regarding delivery fees On September 30th, I received an email from you, John D [redacted] , stating, ‘We have checked into this and our Dispatch Team missed scheduling on our last trip to your area We will have this shipped from Philadelphia tomorrow with an estimated transit time of 5-daysFrom there we will deliver within days of receipt to our DepotWe truly regret this mistake and hope that these actions are demonstrative of this.’ First, you admit non-delivery is your company’s mistakeThen you propose an option to fix the problem, that is to expedite the shipmentTherefore, we find it quite perplexing that your response to the Revdex.com was, ‘Please note that you specifically requested your goods to be expedited via a common carrier and we have done so only at your request.’ Have you forgotten John that you initiated the expediting process? How would I have known about this option if you had not proposed it? Further, the only reason we agreed to this option is because you infer in your email that the third party company is reputable when you state you will take special measures to insure safe delivery of our items Regardless, I followed up both by emailing and calling, expressing our concerns regarding safe deliveryOn September 30th, I replied to your email with, ‘Does this mean another company will be handling the move of my belongings?’ In your response email on October 2nd, you state, ‘Our Partner in South San Francisco are [redacted] They have worked with us for a while and provide great service.’ Would you not agree your statements led us, the client, to logically believe that our items would arrive safely based upon your reassurances? I also specifically asked about a third party, and your reply only cites your partner based in San Fransisco, which led us to believe this was the third party that you speak highly of; you mention no other company in your responseTherefore, we conclude that you, John, in your own words offered the expediting processWhat you claim in your response to the Revdex.com is entirely untrue because we did not request expedited serviceWe simply held you accountable and insisted you deliver our items promptly In your email on October 2nd you also state, ‘Your shipment has begun transit as of yesterday and has an estimated arrival to South San Francisco of 10/8.’ I called your company on October 13th because we again had received no communication regarding deliveryI was informed the items had still not shippedI then received an email from you, John, stating, ‘We have spoken with the [redacted] ***We are being told that it will be there Friday or MondayWe can trace it again tomorrow or Wednesday and see if they can provide a final date.’ This is the first time we ever heard of the [redacted] ***Also of note is the fact that no apology or explanation of delay is offered to us, only a request to pay fees that were still in dispute with your Claims department and even though our items could still not be accounted for Overall, you offered the expediting processWe did not request itIn your response to the Revdex.com email you stated, ‘We truly wish you would have been able to wait until we had a Contour vehicle in your area so that we would have had control of the handling of your shipment.’ At NO time in our conversations did you or anyone else offer or propose the option of waiting for a Contour vehicle in our areaNeither did you or anyone else cite the Contour vehicle as a safer option of deliveryIf you knew the Contour vehicle was a safer option, then would you not be in violation of professional and ethical business practices, admittedly knowing the third party was a risky optionHow could we have made an educated decision without proper information? We chose to trust your proposal of expedited delivery, which was not really expedited because our delivery date had already been pushed far beyond the initially estimated date We received partial delivery on October 20th; on this date I notified you via email and phone that out of boxes were missingYou state your Claims coordinator is working on tracing this shipment and that it can take some time as the shipment moved through several vehicles and transfer points to reach the West CoastIt is now November 5th, and we still do not have possession of our boxesToday I received an email stating, ‘We have requested that your Overseas Agent provide you with a Claims form so that you can submit this claims so that you may receive any due compensations from the Insurance that you have you purchased.’ The exceedingly reprehensible problem with this option is that the majority of these items are priceless and irreplaceableDo you think we would have agreed to a risky shipment for such irreplaceable items? Absolutely not! Eight years’ professional work of portfolios, costumery, and art work as well as an invaluable book collection are contained in these boxesSuggesting that we submit an insurance claim implicates you have already given up searching for our boxesThese items cannot be replaced! Also contained in these boxes are machinery and equipment crucial to my businessEvery day that these items are not found critically impacts my family’s financial securityWaiting for an insurance claim to process does not remedy the situationWe need you to find our items, not give up and blame a third party that you are ultimately responsible for hiring In today’s email, Nick D [redacted] continues to make excuses rather than take responsibility, ‘We understand that our frequency to your delivery area was not in line with your expectations.’ This has nothing to do with our expectations; we based our response off of your promised delivery dateHe continues, ‘Please note that this shipment came into the East Coast Port of NY and was destined for San Jose, a point over miles awayWe did have an earlier trailer then the one that was proposed for October, however this trailer was already confirmed to capacity with clients’ shipments who had arrived earlier than yours in the beginning of AugustThe summer also represents the peak delivery season in the moving industry and these timelines for deliveries with such distance are realistic and inherent to this Industry.’ All of these excuses are mute points because you promised a delivery date based upon having all of this information at your disposalWe are not the experts in regards to cross country shipping; apparently you are because you provide many detailsTherefore, you are shooting yourself in the foot by admitting you understand the specifics of cross country shipping and that you did not account for capacityYou are attempting to provide facts to argue your case; these are facts you never provided to us; if you had, we would have better understood the delivery processHowever, you chose to provide us with specific dates documented in your emails, and now you are trying to make excuses for not meeting your deadlinePerhaps your company needs to reassess its delivery and communication practices Nick further states, ‘We took every precaution when preparing this shipment to send via the Common-Carrier.’ Obviously, you did not take every precaution because you, John, stated you wished we had waited for your carrier; if you had taken every precaution, you wouldn't have entrusted our valuable items to a third party since you now claim the third party to be unreliable Nick then says, ’After your conversations with Alex, our Operations Manager John instructed the Warehouse to carefully cardboard and metal band your shipment so that it would remain undisturbed and intactObviously this is not how you received this shipment which demonstrates that at some transit point, your shipment was mishandledThis is most regrettable and we are not letting go of this issue with the Common Carrier that was contracted.’ Nick insists you are not letting go of this issue with the Common Carrier, so we are expecting you are going to follow through with your promise and find our boxes and not just turn it over to the insurance companyOur boxes did not disintegrate; they are out there somewhere and someone at your company needs to diligently follow the trail that leads to our boxes ’Furthermore we understand the sentimental value of these items which is beyond the issue of monetary compensationPlease allow us to make one final attempt to escalate the search for these items in an effort to locate them and return them to you.’ We sincerely hope you mean what you sayAnd please do NOT make this your final attempt to locate our itemsWe appeal to any empathy you may possess in understanding the devastating nature of losing these items Who is being held accountable? Who is handling this process? Because there seems to be inconsistency and incohesivenessWho unpacked our metal-banded pallet, repacked it, and re-shrinkwrapped it? Who were the Common Carrier drivers? Where were the truck stops? When did our boxes disappear? Who were the workers handling our items? Although we appreciate your occasional attempt to apologize for our loss, your actions have caused us to be skeptical regarding your sincerity in diligently searching out our boxesPlease prove us wrong by finding them Regards, [redacted] and [redacted] ***

rom: Revdex.com of Metro Washington DCDate: Thu, Mar 19, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org> ---------- Forwarded message ----------From: [redacted] *** < [redacted] >Date: Wed, Mar 18, at 8:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected], This still doesn’t make senseWhy should I have to pay even though I’ve already paid? I can’t get my money back because [redacted] won’t refund meWhy am I paying twice?! It’s not my fault another company went bankrupt Secondly, the reason why they have no contact with me is because they won’t return my emails or phone callsSomething isn’t right hereBoth Contour and [redacted] kept changing the delivery date of my bags multiple timesWhy won’t they just tell me my bags are safe and what country they’re in? Thirdly, they are demanding payment, without ever sending me a proper billWhen I go online to view my account, there’s no bill or payment method? I paid [redacted] to insure my bags, How do I know that Contour will insure them as well? They won’t talk to meI’m glad they’ll talk to you, but they won’t talk to meFourthly, Contour does work with [redacted] movers, It’s listed on the [redacted] website [redacted] Fifthly, why have they still not returned my emails or phone calls? Liars, the whole lot of them My bags were supposed to arrive in America in Philadelphia on March 7th [redacted] went into liquidation and ceased shipping March 6thSo does that mean my bags ever made it to Philadelphia?! Are they being held on a ship? Is my property safe? Sixthly, Why can’t they just tell me where my bags are? What continent are they on? Are they on a ship? Were they dumped in the middle of the ocean? Something? Anything? I don’t accept this responseIt’s not a responseIt’s genericand doesn’t answer questionsYou can’t pay any bill for my bags onlineThey never finalised my billAnd I can’t understand why I’m being punished and forced to pay double because another company was irresponsibleI’m disabled and unemployed, where am I supposed to get $500+ fromNone of this is right Also, it’s wrong to assume that someone is male because you are unfamiliar with their nameWhen in doubt a company should never assumeA simple google search would tell anyone in the world that I am femaleBy their response, I can assume that they think I’m an it and clearly don’t respect meSaying that they have no contact with me is a blatant lieAll I want is for someone to respond to me and tell me somethingIf they would just respond to an email or pick up a phone call Below I have attached the above mentioned informationThank you, [redacted] Change PasswordSend MessagePrint SelectionCurrent Page Quotation Quotation Contacts( [redacted] ) Below is a list of contacts that you may find useful in helping to coordinate your moveSales Person Name [redacted] Position Global Move Specialist Department Sales Department Phone [redacted] Facsimilie [redacted] Email [redacted] Origin Agent Name [redacted] Movers Address [redacted] Movers [redacted] ***London UK [redacted] Phone [redacted] Facsimilie [redacted] Email trade@ [redacted] -international.com Website www[redacted] -international.com Branch Address Name [redacted] Company Address [redacted] ***Wembley London [redacted] Phone [redacted] Phone [redacted] Facsimilie [redacted] Email sales@ [redacted] Website www[redacted] Destination Agent Name Contour Logistics Address [redacted] **Hatboro Philadelphia, USA PA [redacted] Phone [redacted] Facsimilie [redacted] Email [email protected] Wed, Mar 18, Issa, [redacted] Sign Out Menu Home [redacted] Shipping [redacted] Description Household Moving Household Description Shipping Procedure Shipping Insurance Customs Forms Payment Online FAQ Contact us Privacy Policy My Shipments My Account Sign Out CLICK TO VERIFY My Shipments To US SG-# Pkg Cft CustomsForms DeliveryRequest Form Shipment Status AccountBalance Details [redacted] received received #1Delivery pkg / cft-Not Available for scheduling 03/24/$ [redacted] Shipment To US: - package(s) / cu ft Shipment ID - [redacted] Shipment Status: - #1Delivery pkg / cft-Not Available for scheduling 03/24/2015- [redacted] Amboy NJ [redacted] Customs Forms: - received Delivery Request Form: - received Account Balance: - $(balance is not finalized) Vessel arrival: - 3/08/Customs inspections: - X-ray; Container release status: - Not released Arrival distribution warehouse: - Delivery schedule available from: - Invoice: Show Wire Transfer Fee $Relocation Cost, Disbursement Fee $ISF Filing Fee $Balance Due: $Begin forwarded message: From: [redacted] < [redacted] > Subject: Re: Shipment on Hold - Contour Logistics IncDate: March 11:40:pm GMT-To: John D [redacted] Thank you for your emailDoes this mean that my bags were never shipped? I was told that they were already shipped? Also, what type of charges are we talking about? I was told I would only have to pay a customs and delivery charge, am I now expected to pay for the entire shipment a second time? That’s not financially feasible or justI moved my entire life from the UK back to the US after living overseas for yearsI tried to contact [redacted] Movers and they haven’t responded to meThis is a very worrying and troubling situationIs there any way of knowing where my bags are or what happened to them? I have had such trouble with [redacted] Movers delaying my shipment and changing my shipment date without actual reason that I’m starting to suspect that they have run off with my money and bagsWhat should I do? I appreciate your helpThank you, [redacted] On Mar 2015, at 08:am, John D [redacted] wrote: To Whom It May Concern: We are the USA handling agent for the delivery of your overseas shipmentThe shipment was consigned to us by [redacted] Movers Ltd As a matter of urgency we are obliged to inform you that [redacted] Movers Ltd has gone into liquidation and has ceased trading effective immediately As a result, it is the clients responsibility to satisfy charges at destination We are currently awaiting instructions from The British Association of Removals (BAR) regarding the Compensation Procedure Going forward, we will be in contact to advise you the final charges on your account, the delivery schedule, and claims procedure We will provide any information as it becomes available We appreciate your cooperation throughout this process Kindest Regards, Contour Logistics Inc###-###-#### Begin forwarded message: From: [email protected] Subject: SG- [redacted] / [redacted] - Status of the Overseas Shipment Date: March 02:02:pm GMT-To: [redacted] Dear [redacted] ***, RE: Overseas Shipment This is to advise that: The container with your overseas shipment is arriving to the US on Mar 8, Usually it takes up to business days to clear the container through customs and 3-business days to bring it to our warehouse, deconsolidate, and prepare for deliveryOur dispatch department will start working on the delivery schedule as soon as the container is released and will contact you as soon as the delivery date is availableIf you have any questions, please, call us at ###-###-#### Kind Regards, Tatsiana B [redacted] Contour Logistics [redacted] ** Hatboro, PA *** Tel: ###-###-#### Fax: ###-###-#### [email protected] Members of IAM (formerly HHGFAA), BAR (British Association of Removers), and licensed by FMC (Federal Maritime Commission) Begin forwarded message: From: [email protected] Subject: SG- [redacted] / [redacted] - Status of the Overseas Shipment Date: March 02:02:pm GMT-To: [redacted] Dear [redacted] ***, RE: Overseas Shipment This is to advise that: The container with your overseas shipment is arriving to the US on Mar 8, Usually it takes up to business days to clear the container through customs and 3-business days to bring it to our warehouse, deconsolidate, and prepare for deliveryOur dispatch department will start working on the delivery schedule as soon as the container is released and will contact you as soon as the delivery date is availableIf you have any questions, please, call us at ###-###-#### Kind Regards, Tatsiana B [redacted] Contour Logistics [redacted] ** Hatboro, PA *** Tel: ###-###-#### Fax: ###-###-#### [email protected] Members of IAM (formerly HHGFAA), BAR (British Association of Removers), and licensed by FMC (Federal Maritime Commission) Begin forwarded message: From: Subject: Shipment Despatch Notification to New Jersey, United States, Our Ref: [redacted] Date: March 03:01:pm GMT-To: < [redacted] > Reply-To: Dear [redacted] ***,We are pleased to advise that your consignment is being shipped as follows: Booking Ref: [redacted] Destination: New Jersey, United StatesService: Sea To DoorVessel Name: [redacted] ExpressContainer No: [redacted] Port of Entry: New YorkEstimated Date of Arrival at Port: March 15Destination Agent: Contour LogisticsAgent Tel: [redacted] ***Agent Email: [email protected] Contact: Address: [redacted] Hatboro Philadelphia, USAPlease note that for operational reasons, dates, vessels or flight details may be subject to amendment without notice.Thank you for choosing our service and we hope to be of service again in the futureKind RegardsCustomer ServiceCustomer ServiceT:+ [redacted] ***E:CustomerService@ [redacted] - [redacted] .com [redacted] Company [redacted] ***LondonNW0UX www[redacted] - [redacted] .com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because it does not reflect the events that occurred and I believe that MrD [redacted] of Contour logistics is mistaken about the events and I have added emails to verify my interactions with Alexey V [redacted] of Contour Logistics who arranged the company for storage with my wife ( [redacted] )and not with me ( [redacted] )As some background we were initially moving to the UK and I was interviewing for jobs and during the interview time we obtained a quoteThe relocation to the UK did not go ahead and then I received an offer for a job in VermontWe contacted Contour Logistics and updated them of the situation plus the need of storage for our furnitureContour logistics supplied [redacted] Moving & Storage details (see email)In short - we were recommended the storage company, the address, telephone number, email and name was supplied by Alexey V***We were advised by Contour to get insurance which we did, we contacted contour logistics immediately about missing items that were not delivered and broken items and they told us to make a claimRather than make a claim we contacted the storage company ourselves and they told us that they had already contacted Contour that many of the items were recovered Tetyana M [redacted] from Contour set up the relocation for the missing items and the items in a huge box was delivered to front of our driveway which is over meters away from the house in below freezing weatherWe contacted Tetyana M [redacted] who arranged for another driver to come and help deliver the items the remaining metersWe tried to get the broken items repaired however we could not get a contractor to come to our house to obtain a quote eventually we were advised to settle and we have been contacted by [redacted] with a settlement however we have not accepted that settlement pending resolution of our concernAll logistical communication of the move and packing, storage, relocation, recovery of missing and broken items went through Contour logistics (Tetyana M [redacted] ) Contour oversaw all events and we deferred to themAt no time did we not do what they requestedThey suggested all vendors and they suggested we get insuranceI have tried to attach the emails that reflect the true events however I am doing this remotely and I fear that the attachments may fail to attach however I have included the staff who we communicated withOur concern over the service stills stands - as you can see it was a poor experience not worthy of the price charged and we would like to see compensation that reflects the true eventsI am grateful for all involved investigating this complaint and I am hopeful for a fair solution Regards, [redacted] PS I am currently on vacation in another country and responses may be slow

From: John D [redacted] < [redacted] @contour-usa.com>Date: Wed, Jun 24, at 12:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #10677289.To: [redacted] < [redacted] @myRevdex.com.org> [redacted] , I can’t spend the time to dispute every meritless ClaimThe facts remain the same [redacted] contracted with a company Overseas, we are not privy to this informationAt some point, [redacted] became involved and subcontracted only the delivery portion to our CompanyWe were told to take all steps to Clear [redacted] ’s shipment and did so in accordance with procedures [redacted] refused these legitimate charges and thus his shipment went into storageWe will not deliver the shipment until the balance is settledThe Overseas Agent has authorized these charges to [redacted] ’s accountKind Regards,John L DeM [redacted] Contour Logistics IncTurnpike DrUnit Hatboro, PA Tel: ###-###-#### x ***Fax: ###-###-#### [email protected] Members of IAM –BAR - Licensed by FMC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Dear John and Contour Logistics, To clarify, we are not disputing the originally cited delivery timeframeUnfortunately, the delivery timeframe on your end significantly exceeded the timeframe you cite in your responseOur items arrived to you on the 21st of AugustWe were originally told via email confirmation our items would make it on your truck to arrive in San Fransisco on the 28th of SeptemberI called your company on September 29th (confirmed by my phone records) inquiring about the proposed delivery date of our boxesAt that time, your company informed us that our items had not made it on this shipmentNobody bothered to inform us of non-shipment even though I was in direct contact with your company on several occasions regarding delivery fees On September 30th, I received an email from you, John D [redacted] , stating, ‘We have checked into this and our Dispatch Team missed scheduling on our last trip to your area We will have this shipped from Philadelphia tomorrow with an estimated transit time of 5-daysFrom there we will deliver within days of receipt to our DepotWe truly regret this mistake and hope that these actions are demonstrative of this.’ First, you admit non-delivery is your company’s mistakeThen you propose an option to fix the problem, that is to expedite the shipmentTherefore, we find it quite perplexing that your response to the Revdex.com was, ‘Please note that you specifically requested your goods to be expedited via a common carrier and we have done so only at your request.’ Have you forgotten John that you initiated the expediting process? How would I have known about this option if you had not proposed it? Further, the only reason we agreed to this option is because you infer in your email that the third party company is reputable when you state you will take special measures to insure safe delivery of our items Regardless, I followed up both by emailing and calling, expressing our concerns regarding safe deliveryOn September 30th, I replied to your email with, ‘Does this mean another company will be handling the move of my belongings?’ In your response email on October 2nd, you state, ‘Our Partner in South San Francisco are [redacted] They have worked with us for a while and provide great service.’ Would you not agree your statements led us, the client, to logically believe that our items would arrive safely based upon your reassurances? I also specifically asked about a third party, and your reply only cites your partner based in San Fransisco, which led us to believe this was the third party that you speak highly of; you mention no other company in your responseTherefore, we conclude that you, John, in your own words offered the expediting processWhat you claim in your response to the Revdex.com is entirely untrue because we did not request expedited serviceWe simply held you accountable and insisted you deliver our items promptly In your email on October 2nd you also state, ‘Your shipment has begun transit as of yesterday and has an estimated arrival to South San Francisco of 10/8.’ I called your company on October 13th because we again had received no communication regarding deliveryI was informed the items had still not shippedI then received an email from you, John, stating, ‘We have spoken with the [redacted] ***We are being told that it will be there Friday or MondayWe can trace it again tomorrow or Wednesday and see if they can provide a final date.’ This is the first time we ever heard of the [redacted] ***Also of note is the fact that no apology or explanation of delay is offered to us, only a request to pay fees that were still in dispute with your Claims department and even though our items could still not be accounted for Overall, you offered the expediting processWe did not request itIn your response to the Revdex.com email you stated, ‘We truly wish you would have been able to wait until we had a Contour vehicle in your area so that we would have had control of the handling of your shipment.’ At NO time in our conversations did you or anyone else offer or propose the option of waiting for a Contour vehicle in our areaNeither did you or anyone else cite the Contour vehicle as a safer option of deliveryIf you knew the Contour vehicle was a safer option, then would you not be in violation of professional and ethical business practices, admittedly knowing the third party was a risky optionHow could we have made an educated decision without proper information? We chose to trust your proposal of expedited delivery, which was not really expedited because our delivery date had already been pushed far beyond the initially estimated date We received partial delivery on October 20th; on this date I notified you via email and phone that out of boxes were missingYou state your Claims coordinator is working on tracing this shipment and that it can take some time as the shipment moved through several vehicles and transfer points to reach the West CoastIt is now November 5th, and we still do not have possession of our boxesToday I received an email stating, ‘We have requested that your Overseas Agent provide you with a Claims form so that you can submit this claims so that you may receive any due compensations from the Insurance that you have you purchased.’ The exceedingly reprehensible problem with this option is that the majority of these items are priceless and irreplaceableDo you think we would have agreed to a risky shipment for such irreplaceable items? Absolutely not! Eight years’ professional work of portfolios, costumery, and art work as well as an invaluable book collection are contained in these boxesSuggesting that we submit an insurance claim implicates you have already given up searching for our boxesThese items cannot be replaced! Also contained in these boxes are machinery and equipment crucial to my businessEvery day that these items are not found critically impacts my family’s financial securityWaiting for an insurance claim to process does not remedy the situationWe need you to find our items, not give up and blame a third party that you are ultimately responsible for hiring In today’s email, Nick D [redacted] continues to make excuses rather than take responsibility, ‘We understand that our frequency to your delivery area was not in line with your expectations.’ This has nothing to do with our expectations; we based our response off of your promised delivery dateHe continues, ‘Please note that this shipment came into the East Coast Port of NY and was destined for San Jose, a point over miles awayWe did have an earlier trailer then the one that was proposed for October, however this trailer was already confirmed to capacity with clients’ shipments who had arrived earlier than yours in the beginning of AugustThe summer also represents the peak delivery season in the moving industry and these timelines for deliveries with such distance are realistic and inherent to this Industry.’ All of these excuses are mute points because you promised a delivery date based upon having all of this information at your disposalWe are not the experts in regards to cross country shipping; apparently you are because you provide many detailsTherefore, you are shooting yourself in the foot by admitting you understand the specifics of cross country shipping and that you did not account for capacityYou are attempting to provide facts to argue your case; these are facts you never provided to us; if you had, we would have better understood the delivery processHowever, you chose to provide us with specific dates documented in your emails, and now you are trying to make excuses for not meeting your deadlinePerhaps your company needs to reassess its delivery and communication practices Nick further states, ‘We took every precaution when preparing this shipment to send via the Common-Carrier.’ Obviously, you did not take every precaution because you, John, stated you wished we had waited for your carrier; if you had taken every precaution, you wouldn't have entrusted our valuable items to a third party since you now claim the third party to be unreliable Nick then says, ’After your conversations with Alex, our Operations Manager John instructed the Warehouse to carefully cardboard and metal band your shipment so that it would remain undisturbed and intactObviously this is not how you received this shipment which demonstrates that at some transit point, your shipment was mishandledThis is most regrettable and we are not letting go of this issue with the Common Carrier that was contracted.’ Nick insists you are not letting go of this issue with the Common Carrier, so we are expecting you are going to follow through with your promise and find our boxes and not just turn it over to the insurance companyOur boxes did not disintegrate; they are out there somewhere and someone at your company needs to diligently follow the trail that leads to our boxes ’Furthermore we understand the sentimental value of these items which is beyond the issue of monetary compensationPlease allow us to make one final attempt to escalate the search for these items in an effort to locate them and return them to you.’ We sincerely hope you mean what you sayAnd please do NOT make this your final attempt to locate our itemsWe appeal to any empathy you may possess in understanding the devastating nature of losing these items Who is being held accountable? Who is handling this process? Because there seems to be inconsistency and incohesivenessWho unpacked our metal-banded pallet, repacked it, and re-shrinkwrapped it? Who were the Common Carrier drivers? Where were the truck stops? When did our boxes disappear? Who were the workers handling our items? Although we appreciate your occasional attempt to apologize for our loss, your actions have caused us to be skeptical regarding your sincerity in diligently searching out our boxesPlease prove us wrong by finding them Regards, [redacted] and [redacted] ***

7/9/ In regards to the complaint filed by [redacted] on 1/30/This client booked her international move through [redacted] International Movers [redacted] International Movers often uses us as a destination agent for domestic delivery servicesWe have sent a copy of the invoice to you for a breakdown of chargesYou will find:Vacis Exam Fee $(These are fees that United States Custo [redacted] charges us when they inspect a containerSince her shipment was sent via groupage {shared container}, the charges are dispersed accordingly based on the cubic volume of her shipmentWe have no control when United States Custo [redacted] chooses a container for this inspectionWe simply pre-pay these charges as a courtesyThese are fees that are not pre-paid to the booking agent, and therefore must be settled with Contour prior to delivery.) ISF Filing Fee $(This is a paperwork filing fee with the US Custo [redacted] Dept.)flight of stairs fee/elevator fee $total (These are fees which are standard additional charges in our industry when our delivery crews must negotiate elevators, stairs, long carries, etc.) Re-delivery fee $(This fee occurs when the shipment is on a truck and our crew arrives to the location but delivery is unable to be made due to the given circumstancesIn this case the customer but did not have the proper method of payment for her balance due.) We are also submitting copies of communications between various members of our staff and ***In thesdocuments you will find several facts:Our company policy is that all balances must be paid prior to being loading on our trucksWe made an exception for ***, accepting payment on the delivery date due to her past bad experiences with other companiesWe clearly indicated this must be done in the form of cash or money order** [redacted] clearly indicated money order as her method.)When we arrived she had not kept her agreement and produced a personal check which was unacceptable and delivery was refused(When this happens we must still pay our crew, trip expenses, and handling/re-delivery fees.)In an act of good faith we reduced her re-delivery fee in half from $to $143.75.We also did not charge her storage fees.Please reach out to me with any questions at ###-###-####.Regards,

Dear ***, Please note that your shipment arrived as part of [redacted] (an economy level service)This means that your shipment was consolidated by the Overseas Agent with other shipments and only sent to once they had sufficient volume to the United StatesPlease note we did not route your shipment to the Port of Entry New York when your residence is in the San Francisco AreaThe Overseas Agent was well aware of our frequency every 4-weeks from East to West Coast.We have record of lengthy email exchanges and phone conversations prior to, and after deliveryOur Claims coordinator is working on tracing this shipment but this can take some time as your shipment moved through several vehicles and transfer points to reach the West Coast of the United States Please note that you specifically requested your goods to be expedited via a common carrier and we have done so only at your requestWe have systems in place that demonstrate all pieces of your shipment were scanned out and loaded onto the transporting vehicleWe are working diligently to find these items on your behalfShould we not be successful in locating your items, this would be most regrettableIn this instance an insurance Claim should be filed with your Overseas Agent and insuring companyShould they find that Contour in anyway mishandled your goods leading to these missing items, then they would take the appropriate actions We truly wish you would have been able to wait until we had a Contour vehicle in your area so that we would have had control of the handling of your shipmentPlease contact me at the office for any further updates Kindest Regards, John D [redacted]

Dear [redacted] , Please note that your Overseas Agent has advised that these Customs and related charges are for your AccountAs they are the party you hold contract with, we must defer to their direction on this matterContour advanced these monies for all clients in the Container in order to secure the release of this Container and not incur additional charges This is consistent with the Groupage Clearance processYour shipment will remain safe and in storage until we are able to resolve this outstanding balanceKind Regards, John L D [redacted] Contour Logistics Inc[redacted] Hatboro, PA [redacted] Tel: ###-###-####Fax: ###-###-#### [email protected] Members of IAM –BAR - Licensed by FMC

Dear ***,
Please dismiss this Claim from Mr***This consumer signed off on the original quotation for services and then via e-mail for the expedited pick upNo extra money was paid to Contour Logistics, the client paid the amount in dispute directly to The
*** *** MoversThis was due to the client sending us the delivery documentation on 6/25/and then requested subsequent pick up on 6/29/We could not accommodate this date and offered an alternative that may fit his needsThe client elected to contract *** for the expedited pick upPlease see below:
"From: *** *** [mailto:***@***] Sent: Thursday, July 03, 11:AMTo: ***Subject: RE: SHIPMENT FROM FRANCE
Hello
***,
We have
limited internet access as we have moved out of our Paris home but I wanted to
share with you the final destination address (our new home) in Nassau.
Like I told you before, we didn't have the address last week and were only able
to provide you with the broker address. BUT, here is the address our
boxes must be shipped to:
*** *** *** *** *** ***, Nassau, Bahamas
Please know that I paid
euro ($1156) to the shipping company who picked up the boxes and that I had to
pack all the items myself; the boxes were mainly small and totaled boxes in
all.
Would you please
provide me with any confirmation that my shipment is on its way and the
approximate date of delivery? Also, could you let me know that the new
address was provided to the delivering company? And finally, can you
provide me with any other fees that may be associated with the shipping?
I need to know a final amount as our funds are limited.
Thank you so much,
***,
***"

In
regards to the complaint filed by *** *** on 6/28/this client initially contacted us to perform a visual survey for his address in ColoradoWe sent one of our reputable agents:*** *** *** * ***, Incto perform this survey since they were very close to his location.As time passed we had not heard from this client regarding booking and were under the impression he had decided to book his relocation to Vermont with someone elseWhat had actually occurred is *** had taken it upon himself to book his shipment directly with *** *** *** * *** ***Once this agent had picked up his shipment, they reached out to us to assist them with delivery services, since this had originally been our prospective client.Please be aware that we had no way to verify the manner in which his shipment was packed by *** *** *** * *** ***The client also seemed worried as he requested to purchase insurance through Contour Logistics via *** *** Insurance Services.When the client reached out to us regarding lost/damaged items on 2/14/we responded right away with the necessary contact information for *** *** InsuranceAt this point the claim was settled between the client and *** *** insuranceWe are not privy to the exact details of this settlement.In short, the client could have potentially prevented these losses/damages by dealing with us directlyInstead he elected to have *** *** *** * *** contract us after pihad already been performedWe provided the requested insurance to the client and the client submitted his claim to *** *** Insurance and this was settled between those two parties.Please reach out to me with any questions at ###-###-####Regards,John *D***

Good afternoon,
I apologise for not getting back soonerI have been on vacationI have tried unsuccesfully to attach the files and it will not attachCan I email them or fax them to you?
*

From: *** ***Date: Wed, Jun 24, at 12:PMSubject: complaint about Contour Logistics Inc.To: ***@myRevdex.com.orgCc: "***" , ***
Hi, ***,
I have never heard of *** *** ***(??????) in Shanghai before today, my wife *** *** and I have authorized ** *** *** *** *** *** ***(??????????????)in Dalian, Chinato provide a door-to-door service of ocean shipping and we've paid all the cost they chargedContour could not provide any original evidence from the customs or warehouse so far, please pay attention to that there is no official seal or signature of the person in charge in the invoice they has provided, anyone could prepare this kind of so-called invoice through their own computerSince the charge is $390.00, how could they charge me $705.06? they could provide any original proof that the charges for *** and warehouse connected with my goods, I could not even see ID number of goods, my name or any relevant informationWhat's more, now they charge me $for 1st month storage fee(please note that they charged me for warehouse once above already, how could they charge me twice for the same item?)I could pay $reluctantly to have my goods delivered as soon as possible while I refuse to pay $for so-called 1st month storage fee since it is obviously unr***able and unjustifiableHere I provide a contact email of *** ** (***@***.com), with whom my wife and I have been contacting and communicating for ocean shipping during the past monthsBest regards
*** ***
###-###-####(office)
###-###-####(cell phone)

Good afternoon ***,
We do not believe that your are misrepresenting the situation nor are weI know we sent an e-mail concerning delivery yesterday 3/31/and I was sure to phone you myself at both contact numbers on file todayI have left voicemails on both numbers that we have on fileFor your privacy we will not seek to confirm if your contact information is correct through this mediumI believe if we can set a time to speak, we can easily coordinate delivery of your shipmentI truly look forward to speaking with youWe can be reached at ***
Kindest Regards,
John D***

From: John D***">Date: Fri, Jun 12, at 12:PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: *** ***
Hi ***,
This is a matter between *** *** and the insurance companyWe are in no way involved in any financial determinations from the Insurance Company
IF our company were to be found to be responsible for damages, then the Insurance Company overseas would subrogate against our Insurance
The client does not understand the process correctly
Please also note that this customer has had several of his friends post reviews on various websites, and we are in the process of taking legal action against Mrand MrsKing-Smith, and other involved parties for defamation and subsequent losses
Please call us!!!
Kind Regards,
John * D***
Contour Logistics Inc*** *** *** *** ** Hatboro, PA *** Tel: ###-###-#### x ***Fax: ###-###-#### [email protected]

Dear *** ***, Please see below our response to your complaint which can be found in the body of the original complaint you have submittedWe have bolded and italicized our responses.I have paid thousands of dollars to Contour to handle a move of my belongings from Brooklyn, NY to Los
Angeles, CAPlease note you have paid money to *** Removal Service and not to Contour Logistics IncAs you have a contract with ***, your complaint should be filed against them.They day my belongs were scheduled to be delivered to me in LA, I never heard from anyone except the driver to tell me he was lateI was given multiple promises from various people that they would keep me posted, which they never didThe driver then called me at 7:00pm after I had been waiting all day for my delivery to tell me that Contour had sent him to the wrong addressThis is inaccurate as we have several email on file during this delay as to which we maintained constant contactThese delays were advised with an advance notice and were due to circumstances beyond our controlOur Operations Manager phoned you on this evening during his personal time to address any concernsWhen I became upset, the driver told me to "Take it easy, baby." I did not respond kindly to this disrespect, and then the driver began yelling threats of violence at me and threatened to destroy my belongings that he was supposed to deliverFinally that night, someone from Contour emailed me to say their driver alleged I had made threats to himOnly after I responded to this email did someone call meMy move was going to (obviously) have to be rescheduled for the following day, even though I had told Contour from the beginning that the following day was not going to be possible, as I had to take my dog to the vet for his chemotherapy When my belongings arrived, I realized that they were missing the items from a storage facility in Connecticut that they were supposed to have picked up back in June.Please note that the driver also reported that he felt threatenedDue to this we took the necessary measure of re-scheduling the delivery to protect both the client and the driverThis incurred additional cost which was not forwarded to you, but absorbed by Contour Logistics Inc. I have been trying to get them to schedule the delivery of these items, and no one will call me back and give me concrete information as to when it will happenThe storage facility has been cooperative, and they re ready for Contour to pick up my goods with hours' noticeThis entire situation has caused me great stressI am a freelancer, and I have missed out on work opportunities because I have spent much of my time waiting on them and in futile communication with themWhenever I call the direct lines for my contacts, the phone just rings and rings and never goes to voice mailWhen I get a receptionist, she says everyone is out for the dayEmails and texts go unanswered for 3-hours at a time, even during business hoursTheir treatment of me has been shameful, and beyond very perfunctory lip service, no one at Contour seems to careThank you for your time.*** ***, we have been receptive and responded to every communicationThere was a scheduling mishap in CT and we were willing to undertake costs to expedite this shipment to youYou have since advised *** that you do no want us to handle your shipment so we have stepped out of thisPlease note that *** has been, and is your contracted agent for this servicePlease contact them for more information as we were more than willing to expedite your shipment, however you have made the choice to expedite through another companyKind Regards,Contour Logistics Inc