Contour Logistics Incorporated

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 charged.Contour 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 computer.Since 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 information.What'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 unjustifiable.Here I provide a contact email of *** ** (***@***.com), with whom my wife and I have been contacting and communicating for ocean shipping during the past months.Best regards*** ***###-###-####(office)###-###-####(cell phone)

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 balance. The charge...

for $97.00 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 Account. As you have a contract with them, you must take any dispute up with them. Upon their written acceptance of their charges, we can remove this charge from your account. You committed to settling this balance. Please do so as early as possible. We delivered your shipment with this balance as a courtesy so you would have time to dispute the charge with your Shipping Agent. It has been 2 days since delivery. Please go online to settle this charge or contact our offices if you need assistance. Kindest Regards,John ** D[redacted]Operations Manager

Dear [redacted],
We have apologized to you on numerous occasions for your dissatisfaction during your relocation. We 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 happened. Here is evidence from [redacted] Moving & Storage to confirm that you contacted them directly and they performed the pick-up and 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]
###-###-####
[redacted] Moving & Storage Inc.
[redacted]
[redacted]  [redacted]
Again, as you can see, we had no involvement with the pick-up of these goods. [redacted] Moving & Storage performed this service and shipped them. We merely attempted to assist you with finding the missing items and having them delivered. The e-mail also proves that the items became missing at [redacted] Moving & Storage. Please, again, accept our apologies for the unfortunate circumstances concerning your shipment. Our only wish is that we would have been directly involved throughout this process so this situation may have not occurred. Please direct your claims to the responsible parties: [redacted] Moving & Storage and [redacted] Insurance.
Kindest Regards, 
 
John *. D[redacted]

Dear [redacted], We have removed the elevator charge from your Account as a courtesy. The charge is valid and was advised by your Overseas Agent for your Account. . There are extensive emails as to why this occurred, however we wish to resolve this and move forward. Contact 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.

rom: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Mar 19, 2015 at 8:54 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, 2015 at 8:10 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 sense. Why should I have to pay even though I’ve already paid? I can’t get my money back because [redacted] won’t refund me. Why 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 calls. Something isn’t right here. Both Contour and [redacted] kept changing the delivery date of my bags multiple times. Why 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 bill. When 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 me. I’m glad they’ll talk to you, but they won’t talk to me.
Fourthly, 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 6th. So 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 response. It’s not a response. It’s generic. False and doesn’t answer questions. You can’t pay any bill for my bags online. They never finalised my bill. And I can’t understand why I’m being punished and forced to pay double because another company was irresponsible. I’m disabled and unemployed, where am I supposed to get $500+ from. None of this is right. 
Also, it’s wrong to assume that someone is male because you are unfamiliar with their name. When in doubt a company should never assume. A simple google search would tell anyone in the world that I am female. By their response, I can assume that they think I’m an it and clearly don’t respect me. Saying that they have no contact with me is a blatant lie. All I want is for someone to respond to me and tell me something. If they would just respond to an email or pick up a phone call. 
Below I have attached the above mentioned information.
Thank 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 move.
Sales 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, 2015
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]
5
19
received
received
#1Delivery 5 pkg / 19 cft-Not Available for scheduling 03/24/2015
$525.61
[redacted] Shipment To US:
-
5 package(s) / 19 cu ft
Shipment ID
-
[redacted]
Shipment Status:
-
#1Delivery 5 pkg / 19 cft-Not Available for scheduling 03/24/2015-212 [redacted] Amboy NJ [redacted]
Customs Forms:
-
received
Delivery Request Form:
-
received
Account Balance:
-
$525.61 (balance is not finalized)
Vessel arrival:
-
3/08/2015
Customs inspections:
-
X-ray;
Container release status:
-
Not released
Arrival distribution warehouse:
-
Delivery schedule available from:
-
Invoice:
Show
Wire Transfer Fee
$35.00
Relocation Cost, Disbursement Fee
$483.11
ISF Filing Fee
$7.50
Balance Due:
$525.61
Begin forwarded message:
From: [redacted] <[redacted]>
Subject: Re: Shipment on Hold - Contour Logistics Inc.
Date: 16 March 2015 11:40:21 pm GMT-4
To: John D[redacted] <[email protected]>
Thank you for your email. Does 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 just. I moved my entire life from the UK  back to the US after living overseas for 2 years. I tried to contact [redacted] Movers and they haven’t responded to me. This is a very worrying and troubling situation. Is 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 bags. What should I do?
I appreciate your help.
Thank you,
[redacted]
On 16 Mar 2015, at 08:44 am, John D[redacted] <[email protected]> wrote:
To Whom It May Concern:
 
We are the USA handling agent for the delivery of your overseas shipment. The 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: 3 March 2015 02:02:57 pm GMT-5
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, 2015 Usually it takes up to 10 business days to clear the container through customs and 3-5 business days to bring it to our warehouse, deconsolidate, and prepare for delivery.
Our 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 available.
If you have any questions, please, call us at ###-###-####
Kind Regards, Tatsiana B[redacted]
Contour Logistics [redacted] Hatboro, PA [redacted] 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: 3 March 2015 02:02:57 pm GMT-5
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, 2015 Usually it takes up to 10 business days to clear the container through customs and 3-5 business days to bring it to our warehouse, deconsolidate, and prepare for delivery.
Our 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 available.
If you have any questions, please, call us at ###-###-####
Kind Regards, Tatsiana B[redacted]
Contour Logistics [redacted] Hatboro, PA [redacted] 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: <customerservice@[redacted]-international.com>
Subject: Shipment Despatch Notification to New Jersey, United States, Our Ref: [redacted]
Date: 4 March 2015 03:01:23 pm GMT-5
To: <[redacted]>
Reply-To: <customerservice@[redacted]-international.com>
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: 07 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 future.
Kind RegardsCustomer ServiceCustomer ServiceT:+[redacted]E:CustomerService@[redacted]-[redacted].com
[redacted] Company[redacted]LondonNW10 0UX
www.[redacted]-[redacted].com

From: John D[redacted]
font-family: arial, sans-serif;"><[redacted]@contour-usa.com>Date: Wed, Mar 18, 2015 at 12:57 PMSubject: FW: Contour Logistics Inc.To: [redacted] <[redacted]@myRevdex.com.org>
Dear [redacted],
We have over 100 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 UK.
We have never received payment and have no contract in place with [redacted]. [redacted]’s contract was with [redacted] and paid directly to them. We will not be able to receive payment from [redacted] for these services.
[redacted] will have to pay $525.61 to facilitate delivery.
If 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 date.
Once more, we are not affiliated with [redacted], have never received payment, and will have to hold this shipment until payment is received.
Kind Regards,
John * D[redacted]Operations Manager 
Contour Logistics 2950 Turnpike Dr. Unit 19 Hatboro, PA 19040 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, 2015 12:52 PMTo: '[redacted]'Subject: Contour Logistics Inc.
 
We are the USA handling agent for the delivery of your overseas shipment. The 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.
We have sent advice to your Trade Agent (Company you booked with) in reference to these developments. Please be confident that there has been no mishandling or impropriety. We can confirm your shipment is safe and fully accounted for in our Transit Facility near Philadelphia, PA.
Should 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 time. We 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 * D[redacted]Operations Manager 
Contour Logistics 2950 Turnpike Dr. Unit 19 Hatboro, PA 19040 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)

Dear [redacted],
 Please see below our response to your complaint which can be found in the body of the original complaint you have submitted. We 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, CA.
Please note you have paid money to [redacted] Removal Service and not to Contour Logistics Inc. As you have a contract with [redacted], 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 late. I was given multiple promises from various people that they would keep me posted, which they never did. The 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 address.
This is inaccurate as we have several email on file during this delay as to which we maintained constant contact. These delays were advised with an advance notice and were due to circumstances beyond our control. Our Operations Manager phoned you on this evening during his personal time to address any concerns.
When 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 deliver. Finally that night, someone from Contour emailed me to say their driver alleged I had made threats to him. Only after I responded to this email did someone call me. My 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 threatened. Due to this we took the necessary measure of re-scheduling the delivery to protect both the client and the driver. This 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 happen. The storage facility has been cooperative, and they re ready for Contour to pick up my goods with 24 hours' notice. This entire situation has caused me great stress. I 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 them. Whenever I call the direct lines for my contacts, the phone just rings and rings and never goes to voice mail. When I get a receptionist, she says everyone is out for the day. Emails and texts go unanswered for 3-4 hours at a time, even during business hours. Their treatment of me has been shameful, and beyond very perfunctory lip service, no one at Contour seems to care. Thank you for your time.
[redacted], we have been receptive and responded to every communication. There was a scheduling mishap in CT and we were willing to undertake costs to expedite this shipment to you. You have since advised [redacted] that you do no want us to handle your shipment so we have stepped out of this. Please note that [redacted] has been, and is your contracted agent for this service. Please 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 company.
Kind Regards,
Contour Logistics Inc.

From: John D[redacted]<[redacted]@contour-usa.com>Date: Fri, Jun 12, 2015 at 12:21 PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted], This is a matter...

between [redacted] and the insurance company. We 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 false reviews on various websites, and we are in the process of taking legal action against Mr. and Mrs. King-Smith, and other involved parties for defamation and subsequent losses. Please call us!!! Kind Regards,John * D[redacted]Contour Logistics Inc.[redacted] Hatboro, PA [redacted] Tel: ###-###-#### x [redacted]Fax: ###-###-#### [email protected]

Dear [redacted],
Please note that your Overseas Agent has advised that these Customs and related charges are for your Account. As they are the party you hold contract with, we must defer to their direction on this matter.
Contour 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 process. Your shipment will remain safe and in storage until we are able to resolve this outstanding balance. Kind Regards, John L D[redacted]Contour Logistics Inc.[redacted] Hatboro, PA [redacted] Tel: ###-###-####Fax: ###-###-#### [email protected]
Members of IAM –BAR - Licensed by FMC

Dear [redacted],
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 States. Please note we did not route your shipment to the Port of Entry New York when your residence is in the San Francisco Area. The Overseas Agent was well aware of our frequency every 4-6 weeks from East to West Coast.We have record of lengthy email exchanges and phone conversations prior to, and after delivery. Our 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 request. We have systems in place that demonstrate all pieces of your shipment were scanned out and loaded onto the transporting vehicle. We are working diligently to find these items on your behalf. Should we not be successful in locating your items, this would be most regrettable. In this instance an insurance Claim should be filed with your Overseas Agent and insuring company. Should 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 shipment.
Please contact me at the office for any further updates.
Kindest Regards,
John D[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 Mr. D[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 quote. The relocation to the UK did not go ahead and then I received an offer for a job in Vermont. We contacted Contour Logistics and updated them of the situation plus the need of storage for our furniture. Contour 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[redacted]. 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 claim. Rather 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 200 meters away from the house in below freezing weather. We contacted Tetyana M[redacted] who arranged for another driver to come and help deliver the items the remaining 200 meters. We 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 concern.
All 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 them. At no time did we not do what they requested. They suggested all vendors and they suggested we get insurance.
I 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 with.
Our 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 events.
I 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.

---------- Forwarded message ----------From: John DeM[redacted]<john.dem[redacted]@contour-usa.com>Date: Tue, Jun 23, 2015 at 9:44 AMSubject: Complaint ID 10677289 - Contour Logistics Inc.To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted], This is a similar issue to those previous. In short, this customer has a contract with an Overseas Agent who subcontracted to us. We 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 matters. Please reference the below correspondence in which the Agent apologizes to us due to this customers lack of understanding as to how these charges are formulated. This 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 asap. Best Regards, [redacted]Manager[redacted]Mob: +[redacted]Tel: +[redacted]Email: [redacted]@[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 addressee. If you have received this transmission in error, please immediately notify the sender by return e-mail and delete this message and its attachments. Any unauthorized use, copying or dissemination of this transmission is prohibited. From: John DeM[redacted]Date: 2015-06-12 01:28To: [redacted]CC: ImportsSubject: RE: RE: / [redacted] - Supplemental ChargesHI [redacted], Please find the attached Invoice for proof of X-Ray and CET examination. Below is how we calculated total charges in line with our Tariff:  1.        $137.81 X-ray = $77.81exam fee +$25 [redacted] + $35.00 disbursement fees 2.        $567.25 CET = $312.25 + $25 [redacted] + $195.00 Warehousing By [redacted]fees+ $35.00 disbursement fees  Kind Regards,John L D[redacted]Contour Logistics Inc.2950 Turnpike Dr. Unit 19 Hatboro, PA 19040 Tel: ###-###-#### x [redacted]Fax: ###-###-#### [email protected] Members of IAM –BAR - Licensed by FMC  Kind Regards,John L DeM[redacted]Contour Logistics Inc.2950 Turnpike Dr. Unit 19 Hatboro, PA 19040 Tel: ###-###-#### x [redacted]Fax: ###-###-#### [email protected] Members of IAM –BAR - Licensed by FMC

From: John D[redacted]<[redacted]@contour-usa.com>Date: Wed, Jun 24, 2015 at 12:39 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 Claim. The facts remain the same. [redacted] contracted with a company Overseas, we are not privy to this information. At some point, [redacted] became involved and subcontracted only the delivery portion to our Company. We were told to take all steps to Clear [redacted]’s shipment and did so in accordance with normal procedures. [redacted] refused these legitimate charges and thus his shipment went into storage. We will not deliver the shipment until the balance is settled. The Overseas Agent has authorized these charges to [redacted]’s account. Kind Regards,John L DeM[redacted]Contour Logistics Inc.2950 Turnpike Dr. Unit 19 Hatboro, PA 19040 Tel: ###-###-#### x [redacted]Fax: ###-###-#### [email protected] Members of IAM –BAR - Licensed by FMC

Dear [redacted],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 States. Please note we did not route your...

shipment to the Port of Entry New York when your residence is in the San Francisco Area. The Overseas Agent was well aware of our frequency every 4-6 weeks from East to West Coast.We have record of lengthy email exchanges and phone conversations prior to, and after delivery. Our 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 request. We have systems in place that demonstrate all pieces of your shipment were scanned out and loaded onto the transporting vehicle. We are working diligently to find these items on your behalf. Should we not be successful in locating your items, this would be most regrettable. In this instance an insurance Claim should be filed with your Overseas Agent and insuring company. Should 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 shipment.Please contact me at the office for any further updates. Kindest Regards,John D[redacted]

John,I have never seen any documentation from Contour Logistics until today (2 days after delivery)I have never seen the DRF that you keep referring to. I have never seen the T&C's until you have just attached them.You have still not sent me any proof that an X-Ray even took place on my shipment (in fact you sent me an email dated from before my shipment even arrived which obviously does not refer to my shipment in an attempt to "prove" the X-Ray took place) You falsely tried to charge me $75 for insurance which was not required.Now after you have delivered the belongings, you want to charge me $97 for using an elevator. In regards to your message, surely you should make sure that the DRF is completed before delivering? It is not my fault or issue that this was not done by Contour Logistics. If it had been done, then we would know that an elevator fee is applicable and this would not be an issue. Like I said, I have never seen or completed any documentation from Contour Logistics and beleive these "fees" are just attempts to squeeze additonal money out of your unsuspecting customers. As mentioned, it appears that Contour Logistics operate in a way which leaves customers exposed to your "fees" even though they have never seen any terms and conditions, prior to delivery. It isn't my fault that you could not finalise billing because you hadn't sent/collected the relevant documentation which you require. The way in which I was then threatened to have a ban put on my name to block any future internaional shipping and the risk of ruining my credit is very unprofessional.As I have stated, I have paid more than $4000 for this service and I won't be paying any more as it is not my fault that your processes were not completed by Contour Logistics. I suggest that you take it up with [redacted] who we engaged with on this shipment.In addition, I wish to see proof that my container was selected for X-Ray, otherwise I wish to recieve a refund of the $219.25 paid for that "fee".Regards,[redacted].

---------- Forwarded message ----------From: John DeM[redacted]<john.dem[redacted]@contour-usa.com>Date: Tue, Jun 23, 2015 at 9:44 AMSubject: Complaint ID 10677289 - Contour Logistics Inc.To: [redacted] <[redacted]@myRevdex.com.org>
Hi [redacted],
 
This is a similar issue to those previous. In short, this customer has a contract with an Overseas Agent who subcontracted to us. We 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 matters.
 
Please reference the below correspondence in which the Agent apologizes to us due to this customers lack of understanding as to how these charges are formulated. This 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 asap.
 
Best Regards, [redacted]Manager[redacted]
Mob: +[redacted]
Tel: +[redacted]
Email: [redacted].com
Web: 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 addressee. If you have received this transmission in error, please immediately notify the sender by return e-mail and delete this message and its attachments. Any unauthorized use, copying or dissemination of this transmission is prohibited.
 
From: John DeM[redacted]
Date: 2015-06-12 01:28
To: [redacted]
CC: Imports
Subject: RE: RE: / [redacted] - Supplemental Charges
HI [redacted],
 
Please find the attached Invoice for proof of X-Ray and CET examination.
 
Below is how we calculated total charges in line with our Tariff:
 
 
1.        $137.81 X-ray = $77.81exam fee +$25 [redacted] + $35.00 disbursement fees
 
2.        $567.25 CET = $312.25 + $25 [redacted] + $195.00 Warehousing By [redacted]
fees+ $35.00 disbursement fees
 
 
Kind Regards,
John L D[redacted]
Contour Logistics Inc.
2950 Turnpike Dr. Unit 19 Hatboro, PA 19040 Tel: ###-###-#### x [redacted]Fax: ###-###-#### [email protected]
 
Members of IAM –BAR - Licensed by FMC
 
 
Kind Regards,
John L DeM[redacted]
Contour Logistics Inc.
2950 Turnpike Dr. Unit 19 Hatboro, PA 19040 Tel: ###-###-#### x [redacted]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 response. If 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 timeframe. Unfortunately, the delivery timeframe on your end significantly exceeded the timeframe you cite in your response. Our items arrived to you on the 21st of August. We were originally told via email confirmation our items would make it on your truck to arrive in San Fransisco on the 28th of September. I called your company on September 29th (confirmed by my phone records) inquiring about the proposed delivery date of our boxes. At that time, your company informed us that our items had not made it on this shipment. Nobody 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 5-7 days. From there we will deliver within 3 days of receipt to our Depot. We truly regret this mistake and hope that these actions are demonstrative of this.’ 
First, you admit non-delivery is your company’s mistake. Then you propose an option to fix the problem, that is to expedite the shipment. Therefore, 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 delivery. On 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 response. Therefore, we conclude that you, John, in your own words offered the expediting process. What you claim in your response to the Revdex.com is entirely untrue because we did not request expedited service. We 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 delivery. I was informed the items had still not shipped. I 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 Monday. We 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 process. We did not request it. In 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 area. Neither did you or anyone else cite the Contour vehicle as a safer option of delivery. If 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 option. How 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 10 out of 36 boxes were missing. You 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 Coast. It is now November 5th, and we still do not have possession of our boxes. Today 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 irreplaceable. Do 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 boxes. Suggesting that we submit an insurance claim implicates you have already given up searching for our boxes. These items cannot be replaced! Also contained in these boxes are machinery and equipment crucial to my business. Every day that these items are not found critically impacts my family’s financial security. Waiting for an insurance claim to process does not remedy the situation. We 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 date. He continues, ‘Please note that this shipment came into the East Coast Port of NY and was destined for San Jose, a point over 2900 miles away. We 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 August. The 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 disposal. We are not the experts in regards to cross country shipping; apparently you are because you provide many details. Therefore, you are shooting yourself in the foot by admitting you understand the specifics of cross country shipping and that you did not account for capacity. You 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 process. However, you chose to provide us with specific dates documented in your emails, and now you are trying to make excuses for not meeting your deadline. Perhaps 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 intact. Obviously this is not how you received this shipment which demonstrates that at some transit point, your shipment was mishandled. This 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 company. Our 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 compensation. Please 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 say. And please do NOT make this your final attempt to locate our items. We 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 incohesiveness. Who 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 boxes. Please prove us wrong by finding them.
Regards,[redacted] and [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 timeframe. Unfortunately, the delivery timeframe on your end significantly exceeded the timeframe you cite in your response. Our items arrived to you on the 21st of August. We were originally told via email confirmation our items would make it on your truck to arrive in San Fransisco on the 28th of September. I called your company on September 29th (confirmed by my phone records) inquiring about the proposed delivery date of our boxes. At that time, your company informed us that our items had not made it on this shipment. Nobody 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 5-7 days. From there we will deliver within 3 days of receipt to our Depot. We truly regret this mistake and hope that these actions are demonstrative of this.’ 
First, you admit non-delivery is your company’s mistake. Then you propose an option to fix the problem, that is to expedite the shipment. Therefore, 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 delivery. On 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 response. Therefore, we conclude that you, John, in your own words offered the expediting process. What you claim in your response to the Revdex.com is entirely untrue because we did not request expedited service. We 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 delivery. I was informed the items had still not shipped. I 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 Monday. We 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 process. We did not request it. In 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 area. Neither did you or anyone else cite the Contour vehicle as a safer option of delivery. If 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 option. How 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 10 out of 36 boxes were missing. You 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 Coast. It is now November 5th, and we still do not have possession of our boxes. Today 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 irreplaceable. Do 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 boxes. Suggesting that we submit an insurance claim implicates you have already given up searching for our boxes. These items cannot be replaced! Also contained in these boxes are machinery and equipment crucial to my business. Every day that these items are not found critically impacts my family’s financial security. Waiting for an insurance claim to process does not remedy the situation. We 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 date. He continues, ‘Please note that this shipment came into the East Coast Port of NY and was destined for San Jose, a point over 2900 miles away. We 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 August. The 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 disposal. We are not the experts in regards to cross country shipping; apparently you are because you provide many details. Therefore, you are shooting yourself in the foot by admitting you understand the specifics of cross country shipping and that you did not account for capacity. You 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 process. However, you chose to provide us with specific dates documented in your emails, and now you are trying to make excuses for not meeting your deadline. Perhaps 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 intact. Obviously this is not how you received this shipment which demonstrates that at some transit point, your shipment was mishandled. This 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 company. Our 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 compensation. Please 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 say. And please do NOT make this your final attempt to locate our items. We 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 incohesiveness. Who 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 boxes. Please prove us wrong by finding them.
Regards,
[redacted] and [redacted]

7/9/2014 
In regards to the complaint filed by [redacted] on 1/30/14. This client booked her international move through [redacted] International Movers. [redacted] International Movers often uses us as a destination agent for domestic delivery services. We have sent a copy of the invoice to...

you for a breakdown of charges. You will find:Vacis Exam Fee $96.47 (These are fees that United States Custo** charges us when they inspect a container. Since her shipment was sent via groupage {shared container}, the charges are dispersed accordingly based on the cubic volume of her shipment. We have no control when United States Custo** chooses a container for this inspection. We simply pre-pay these charges as a courtesy. These are fees that are not pre-paid to the booking agent, and therefore must be settled with Contour prior to delivery.)
ISF Filing Fee $7.50 (This is a paperwork filing fee with the US Custo** Dept.)1 flight of stairs fee/elevator fee $69 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 $143.75 (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 circumstances. In 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 **. [redacted]. In thes4 documents you will find several facts:Our company policy is that all balances must be paid prior to being loading on our trucks. We made an exception for **. [redacted], accepting payment on the delivery date due to her past bad experiences with other companies. We 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 $287.50 to $143.75.We also did not charge her storage fees.Please reach out to me with any questions at ###-###-####.Regards,

This response is still unacceptable. First of all the email that you sent, I have been trying to contact you for two weeks after that email and this is the first time you have actually responded to me. Secondly, I spoke to [redacted] this week and they said they have settled their accounts and there is no need for me to pay you. Because if I pay you the $526, that means you get paid twice. I can't afford to pay twice, especially since [redacted] says they paid you. Thirdly, [redacted] said that my bags weren't affected by the liquidation because when they went into liquidation, my bags were already in Philadelphia undergoing U.S. customs. So someone here is lying and I don't know who it is. 
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]