Contour Logistics Incorporated

Review: I've relocated to NY at the beginning of November, shipping all my goods from the UK. There was a major delay getting my things shipped, this is down to the company in the UK

But what has been happening since the goods have arrived in the US has been very upsetting. The first delivery was scheduled for Jan 14. The delivery company was supposed to deliver the goods between 2pm and 6pm, calling me 1-2 hours before delivery to let me know that they are on their way. A fee of just under $173 was due but since I had paid over $2200 in advance and had a major delay in getting my goods delivered, I was not willing to pay in advance. I spoke to the customer service a few days before delivery to agree on paying the driver on the day of delivery to make sure my goods would actually arrive. The company informed me that they would definitely accept money order and cash and I asked if they would accept cheque and they said they weren't sure but that I would definitely have to pay the driver before the crew would unload my goods.

On the day of delivery I received no phone call from the delivery crew. At 6pm I still hadn't received a call and I tried to reach out to the company as I wasn't given contact details for the delivery crew. The office was already closed and I sent an email. I eventually got a reply that the crew was on their way. They arrived at 6:45pm - 45 minutes too late and without letting me know that they are on their way. As I was sick I didn't get cash or money order from my bank but had a cheque ready. The crew refused my cheque and told me that I better be nice to the company when I ask for redelivery and that they are getting paid too little to care. At no point did the crew inform me that re-delivery charges would occur. I sent an email to the company next day, asking for redelivery and making sure there won't be any extra charges. They did not mention any redelivery or any other charges that would occur.

Today I received an email that my goods are ready to be delivered on Feb 12 and to my invoice they have added $287 re-delivery charges. I am so disappointed and angry. This has been affecting my health as I have had a broken ankle all this time and have no furniture or any of my personal belongings. I let the company know that the reason I was giving them a cheque for the $173 (after having already paid $2200) was due to sickness.

Since the crew was delayed and no one was in touch all day, I would have been in my right to refuse delivery of the goods regardless of cash/cheque or money order so I feel adding redelivery charges is completely out of order.Desired Settlement: Delivery of order asap - no redelivery charges and an apology.

Business

Response:

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,

Review: We recently relocated from Colorado to Vermont. We contracted with Contour Logistic - during the course of the move several items were lost, broken, customer service was poor, lost items found and then left over 300 feet from our house and no assistance to obtain help to repair damaged items.Desired Settlement: A fair price proportional refund which would include damages. I am asking

for $1,200 in compensation this will include damages, time wasted on

communication and poor service.

Business

Response:

In regards to the complaint filed by [redacted] on 6/28/14. this client initially contacted us to perform a visual survey for his address in Colorado. We sent one of our reputable agents:[redacted], Inc. to 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 else. What had actually occurred is **. [redacted] had taken it upon himself to book his shipment directly with [redacted]. 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 [redacted]. The client also seemed worried as he requested to purchase insurance through Contour Logistics via [redacted] Insurance Services.When the client reached out to us regarding lost/damaged items on 2/14/14 we responded right away with the necessary contact information for [redacted] Insurance. At this point the claim was settled between the client and [redacted] insurance. We 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 directly. Instead he elected to have [redacted] contract us after pick-up had already been performed. We provided the requested insurance to the client and the client submitted his claim to [redacted] Insurance and this was settled between those two parties.Please reach out to me with any questions at ###-###-####. Regards,John *. D[redacted]