Earth Relocation, Inc.

Complaint: ***
I am rejecting this response because:
1) The business is accusing me of extortion, which in my opinion is absolutely unacceptable
2) The business does not take any responsibility, and instead makes monetary offers "as a gesture" (which I read as: "so that you don't give us bad publicity")Instead, I just want to get back what I think belongs to me
3) The business fails to explain why an estimate percentage of increase due to palletization is not included in the estimate, even after doing an in-site survey
In view of above, I will proceed to request an arbitration
Regards,
*** ***

Earth relocation is so far greatAll the people we dealt with prior to them coming to the house were very goodWhen they came to the house, we were very pleased with how they approached our things and did the jobHopefully like the company we used once before, they don’t have a leak in the roof and they have to take it to our final home and unpack it, so job is not yet done but so far we're extremely pleased.The service provided was exceptional, the entire team was very communicative throughout the processThe packing service and delivery service was very detailed and all my furniture were delivered in perfect stateOverall driver was phenomenal when he delivered taking the time to unpack and was very careful when bring in items into the home

Please see our response to client’s allegations point wise as follows:
1) It is not always thecase that the final volume will only increaseThe actual volume can vary +/-depending on the nature of goods and we cannot quote the exact volumeRegarding the volume, the pre-move survey was done atCFT and client is right about itHowever, the survey estimation is againestimation and not the final volumeFinal volume can only be determined once goods are crated and palletized at our warehouse and this procedure is also clearly mentioned on our contract so client must review itgoods for safety reason cannot go loose and have to be palletized for ensuring safety of the goodsBut the survey acts as a helping tool for both client and moving company to be informed on the approximate/ballpark volume of the goods that are needed to be packed and movedA survey also ensures that the final volume is in a permissible
range of 15-20% and does not result in double the volume as advised by the clientWe ask all our clients to budget for the excess volume upon palletization and this was repeatedly informed and explained to Mr*** both in the attached contract and over the phoneAt no point did we provide a “binding” estimate otherwise Mr*** would not have signed attached contract where rate for additional volume if any was mentionedIt would just have said a FIXED BINDING priceMr*** was very well aware of the palletization process, consolidated shipping service and sharing container method of shipping as he clarified these facts before signing the contract
2) Our response to this point can also be derived from aboveAgain, it is not advertising but fair quoting procedures based on what is considered to be an industry norm/standardClients make “apple to apple” comparisons on all quotes they receive and we need to provide therefore a rate that will relate with other companies to be in the businessClient himself acknowledged that he received quotes of cubic feet from other moving companies that he got his goods surveyed fromThis clearly explains our predicament here
3) We already acknowledged the delay in fixing Mr***’s invoice and offered him below refund due the inconvenience causedBut payment was not the reason for delay in delivery of his goodsIt is true that we do not ship client’s goods out without receiving the funds but we also notified Mr*** about non receipt of payment when we had the container consolidated and ready that would carry his goods to destinationMr*** chose to move with Earth Relocation based on a consolidation serviceThis was advised to the client very well in advance and also noted on our contract which is attached once again for your reviewClient
signed it being well informed about itThe transit time provided was estimated and also well advised to the client as even in today’s time, exact dates are not provided even by the shipping line as ocean carriers always provide an ETA (estimated time of arrival)We also needed to collect enough shipments to fill up the consolidated container and that was the rate arrangement & service chosen by the clientTherefore, client needs to refer once again to the kind of service he agreed to receive before he can blame ER for the sameAlso as soon as we received the payment from Mr***, we immediately released the shipment to our destination partner so that they can make his deliveryMr*** was copied on those emails that he is claiming to only show our transparency and make sure that everything has been communicated wellIs it not right to be well communicative and transparent, please advise
Our Revised Offer:
Unfortunately we cannot be held liable once again for the credit card surcharge, we are attaching our credit card form which clearly mentions that there will be a surcharge on balance paymentsIt is not mentioned in the fine print so we don’t understand why client is blaming us for itI am sure upon review of this document, Revdex.com will understand our predicamentAdditionally, when Mr*** booked the moved with us, he received a booking instructions email which mentioned all the different methods of paymentWe also specifically mentioned that he can pay by a check deposit into our account/personal check/certified check or money orderTherefore this point of client is baselessMr*** warned us that if we do not refund him the monies he is asking for, he will approach the Revdex.comThis kind of attitude suggests that client wanted to extort money from ER after receiving his goods just by threatening ER about writing a Revdex.com complaint as a tool to receive his desired refundEven today we appreciate Mr***’s business and we are ready to increase our refund offer to $ just as a gesture to resolve his complaint in an amicable mannerAs a business we have to stand behind our policies and procedures to function well and we cannot refund the monies Mr*** is asking as it is unfair and unjust
Best regards,
ER Management

Complaint: [redacted]
I am rejecting this response because:
There are many partial truths and downright dishonest statements made by Earth Relocators.
First of all, the original itemized list of furnishings from my recent previous move was sent to you, and it was disclosed to you that we had only added 3 chairs and a bookshelf to our belongings. We had also gotten rid of some boxes of papers and books. It clearly states on the second page (attached to this response) that the move was 688.50 cubic feet. Since we only added one large chair and two outdoor deck chairs and a bookcase, we did not feel that the cubic feet would go up by much. Since we provided a detailed list of our belongings including weight and cubic volume, and we completed and submitted Earth Relocator's moving quote spreadsheet (as requested by ER), we felt pretty confident about the estimated volume of our shipment. I do also want to point out that the contract originally sent to us (attached) is based on 500 cubic feet. If we showed them a detailed list of our previous move and then told them we added a few things, then why would the quote be based on 500 cubic feet? I believe it was to get our business with a low quote and then the price went dramatically up when they took possesion of our things.
When the crew of ER arrived on 12/26/2013, and after having been there for several hours, they emailed us and revised the volume to 750-800 cubic feet. They did not say 750-1200 cubic feet, they said 750-800 cubic feet, and this was at 2:15 pm the afternoon of our move day. They are the professionals and we expected that they knew how many cubic feet it would be, especially since they brought a truck that was 800 cubic feet. The problem that we have is that our estimated volume swelled from 750-1200 cubic feet between leaving our home and arriving at the warehouse (where we could no longer refuse to allow ER to ship our things). Let is also be noted that they broke down and disassembled some of our furniture which made it take up LESS cubic feet than our previous move.
The email that was sent to us on the day of our move:
" -----Original Message-----
From: [redacted] [mailto:[redacted]]
Sent: Thursday, December 26, 2013 2:15 PM
To: '[redacted]'
Subject: RE: insurance
Dear [redacted],
Just as a courtesy I would like to inform you that our crew is estimating
the volume to be 750 - 800 CFT. We will provide you with the final volume
dimensions once the goods are at our warehouse.
We will keep you posted.
Thanks and happy holidays!!
Kind regards,
[redacted]"
We received another email on the following day stating that our volume was NOW estimated at 1200 cubic feet.
What happened between our home and the warehouse?
 
What good would an in-home survey have done if in fact, ER's employees cannot estimate volume?
Once our belongings were in their possession, what options did we have to refuse their updated estimate?
They did contact us for payment while we were moving to Winnipeg and demanded payment in full and refused to move our things until it was paid in full.
Another discrepancy is that they stated that we paid the invoice on 1/6/2014. According to our bank records, the amount was paid in full on 1/3/2014. So, they held our belongings 3 full days after we had paid the invoice. If you will be dishonest about something so simple as a payment date, what else have you fudged?
We called [redacted] several times after departing from New Jersey and left messages, sent emails. Several days at a time went by and not even an email back. This is highly unprofessional and another example of the disrespectful treatment we received. We have phone and email records to prove this.
When our belongings finally did arrive in Winnipeg, we were told that the furniture that ER disassembled in New Jersey would NOT be re-assembled. We were left searching for hardware to several tables,chairs, etc. Our belongings were also crossed packed into boxes that were labeled for other rooms. It left us having to search for parts and pieces in every box.
Overall, ER has taken no responsibility for their unprofessional conduct. Instead, they insist that we are making false claims. We can prove every claim we are making. We also read other reviews about them online that state similar experiences with their company.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
From our perspective, the response from the company is unacceptable, and so is there measly offer of $100. The reasons are easy to explain:
When they talk about hos responsive they have been, it simply a ruse based on no hard evidence. In fact, over this period of complaint, they have been lacking in a timely response to us. When I tried to be in touch with senior management, I was met with, at times, silence. This was also true during the actual shipment of our goods, when there was a two day period when, even with repeated emails and calls, we had no clue where our goods where. when we asked our credit card to speak on our behalf to the company and ask for the president, the credit card representative was unable to get a simple answer to the question 'who is the president of the company'. They have been utterly slow in their response to our complaint through the Revdex.com and have threatened us with legal action when we posted a complaint on their own website, which asks for customer feedback on their service (they should not ask for feedback unless they only want positive feedback).
Finally, the response from the company proves to us that their word is meaningless. the company gave us a quote, and then the moving team revised it, and then they revised it again. and the revision took place after we left the city and had no way to judge if that was correct or not. further, the company packed in a manner that obviously increased the cost but, in truth, was inconsistent in the packing that belied this comment). for example, the company said that they would keep nothing in the dresser drawers and did so with my goods, but not so with the goods of my daughter. 
In addition,  what rankles us the most is that we paid our bill on january 3 and the company states that we paid on january 6. there is simply no disputing the fact of when we paid. the fact that the company claims this indicates, once again, that they are every loose with what we would consider the 'truth' in all manners. the company has attempted  to bully us, to hide from us, threaten us with legal action, and told untruths to us. This is a shoddy company that, personally, I regret ever doing any business with. the fact that they have attempted to silence us in the wake of our legitimate concerns, and now is offering a pay-off of $100 is indicative of company that the Revdex.com should be most concerned about. 
We, in short, reject the pitiful offer and will continue to hold for a legitimate rebate from the company.
[redacted]
Regards,
[redacted]

Hi there,We would like to thank Revdex.com to mediate in this matter and  also for their efforts to resolve this issue amicably. We highly regret that Ms. [redacted] was not happy with our services and we would like to reassure all that we tried our best to offer great services to Ms. [redacted] with...

timely responses and excellent packing as thats most important to us. Being that said, please see below points that portray our points and nalifies Ms. [redacted]'s complaint:1. Our packers have 15+ years experience in packing international shipments and they are highly trained to handle any kind of furniture to be moved. 2. Our packers informed Ms. [redacted] that we cannot ship the [redacted] wardrobes as is and either client should either avail third party services to dismantle the wardrobes or should do it herself. We do not offer that service for liability reasons and also it is considered as complex furniture.3. Ms. [redacted] declined to receive third party services to save costs and signed a "particle board furniture waiver" a copy of which is attached here where she clearly holds Earth Relocation harmless on potential damages to the wardrobes.4. All the goods were professionally loaded, the wardrobes were repacked once again to saatisfy her and we sent her the photos a copy of those images is attached in this message.5. Ms. [redacted] also submitted the insurance request to us after reading insurance provider's terms and conditions which are also atatched in thsi message.6. We also never omitted the wardrobes from the packing list as we have the copy in the file and the boxes were kept inside the wardrobe to avoid their movement as particle board can never be shipped assembled and would definitely damage if relative parts move. To conclude this matter, Ms. [redacted] clearly was made understood of the shipping process and also potential damage to her wardrobes a the time of packing. Therefore we request Revdex.com to review these documents and take the right decision.Best regards,ER Management

Complaint: [redacted]
I am rejecting this response because:
Earth Relocation scammed me by holding me to ransom since they were holding my shipment, under threat of demurrage charges. I was therefore obliged to pay them in excess of $3,000 against "bills" that they forwarded, but have not bothered to explain.
 
The scam involves their associates in [redacted] who had originally advised me that Earth Relocation would bill me about $400 to $600.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  
I still do not understand why I am expected to pay this charge.  I didn't get the email they sent with the unilaterally changed delivery time, because their office neglected to delete 2 large photos that were attached to the original email that I had sent to them. I still believe that I can not be held accountable for this communication failure. If I do not have a contract with Earth Relocation, then it seems logical that they should follow up with [redacted] in the [redacted].  My contract was with [redacted], and I assume Earth Relocation has a contract with them as well.  I have tried asking both of these parties to contact each other, and I will do so again.
Regards,
[redacted]

To Revdex.com,
First of all we would like to mention that we had taken so much time to explain the client about the volume estimation and possibilities of final volume to be higher than estimated volume due to the palletization procedure. This has been highlighted in attached...

quote and contract for your review. Client has signed the quote and contract very clearly understanding the terms and conditions which have not been noted in "fine print" but in thick and bold. Secondly client's claim is invalid that he measured the volume of his goods as 268 Cubic Feet because at the time of delivery the goods were taken off the pallets and delivered loose to his residence so the volume went back to the net cubic feet. This was also discussed and explained to the client by our office. Being that said, we are not responsible to refund him for the difference in gross and net volume as considering the safety of his goods and also as an international shipping procedure, we cannot loose ship the goods to UK. Also regarding the transit time, it is always a estimated time frame of 4-6 weeks as even in today's time steamship lines always provide an ETA (Estimated time of arrival) and not exact date/time. The 4-6 weeks time frame is to give client's a fair idea to plan their arrival accordingly. Also our invoice is due on receipt and client made his payment to us on Jan 21st, 2014, we had to wait few weeks due to the delay in receiving payment but when we knew client's interest in paying for the balance, we moved the goods out immediately without any further delays.
We do agree with client about the delay in our accounting department's response about incorrect rate per cubic feet application and therefore we would like to assist client with a refund of $ 75 as a goodwill gesture. Regarding client's claim of not advising him about the payment methods, we do not agree as our invoice has clearly mentioned the bank wire details and also our credit card authorization form that the client filled out and signed has clearly a statement about the application of credit card processing surcharge. Therefore to conclude, we value client's business and as a token of appreciation and towards the inconvenience caused to client, we can refund $ 75 to him if client is ready to conclude this complaint amicably.
Sincerely,
ER Management

To Revdex.com,
Please see attached 1st and 2nd page of signed contract copy by client where we clearly have highlighted that the final volume can be determined only upon packing and palletizing the goods at our warehouse. Also please see the signed quotation by client where we have highlighted that shipment is subject to loading on pallets and final volume can be determined only upon receiving and  loading of the goods onto pallets. It is not exact science as HHGS are of different shape and size and therefore they can take up more volume as there is definitely loss of space upon loading of the goods. In short, client knew he had more since he saw us make 2 trips to take the goods to our warehouse, there was no pressure on him to handover the goods to us after knowing very particularly that he had more goods and will end up paying a higher amount for the moving service. This is exactly why a survey is always recommended as the surveyor can visualize the packed volume when he/she sees the goods and also provides additional tolerance for palletizing factor and that is the purpose of noting that statement in the contract. Client himself asked for a 500 CFT quote and that is the reason we quoted for the same. Being a long transit, the goods cannot be transported loose and this was clearly explained to the client in writing as well as verbally. We wish to confirm from client's response that client's credit card was charged on Jan 2nd (Thursday) and funds were only credited to our account on Jan 6th (Monday) being a large amount. Client paid by credit card therefore obviously his card would have been debited on Jan 3rd which was a Friday but we had to receive the funds physically into our account as per company policy. Client needs to be realistic and consider the fact that he was very well informed about how the shipping costs are calculated, about the transit time and also about the fact that he approved us all along to move his shipment without any issues. The only time he disputed the charges was upon receiving his goods and completion of our services. By then we had paid all parties involved and also incurred all the costs in the move so it was not possible to undo any service or process a refund. To add, a heavy reduction was already provided to the client in good faith and client also amicably accepted it.
To conclude, ER has been very prompt in responding to all of client's questions and concerns, delivered the goods in a timely manner and also provided all the discounts that were available considering the costs of the move. We also have all the backups for our claims as provided in our response as we have a system of logging all the correspondences with our clients. Attached documents are self explanatory which should be sufficient for ending this argument. Our offer is still valid for $ 100 courtesy discount if client would like to avail it amicably.

Hello,
We, Earth Relocation reduced the charges for Ms. [redacted] as per her request to resolve the issue amicably - the invoice was reduced by $ 671.44. Please check with her and kindly close this complaint. 
Best regards,
Samir S

Complaint: [redacted]
I am rejecting this response because:
1) The total estimate that I signed did *not* include any provision for palletization. If the company knows that the volume will always increase, then they should include a provisional percentage of increase (based on their experience). Estimating a volume that they know is certainly lower than what the real volume will end up being is fraudulent and constitutes false advertising, in my opinion.
 
2) In their reply, the company suggests that since they "considered the safety of the goods" and "it being an international shipping" the goods had be palletized. Well, they knew from the very beginning that it was an international move, so they should take this into account when doing their estimate.
 
3) The company states that they "had to wait few weeks due to the delay in receiving payment. This is false and of course I can provide proof upon request. Here is the timeline of the events:
 
- Dec 16: pick up date.
- Dec 24: ER sends a *wrong* invoice, where they give a rate higher than what we agreed and signed.
- Dec 25: I reply to their invoice asking for a corrected version. In the same email, I ask for possible methods of payment.
- Jan 16: This is 20 days after my previous email. The company sends me the corrected invoice. They don't mention possible methods of payment other than wire transfer, which adds to the cost.
- Jan 21: After trying to see how else to pay, I send them a credit card authorization form. It turned out they had a 4.5% surcharge that I had overlooked. They charged it without warning.
 
So it took them exactly one month (Dec 16 to Jan 16) to produce an invoice, and they received payment within 3 business days (Jan 21 is a Tuesday). I do not understand why they delayed fixing the invoice, but of course they could not expect me to pay until I got an invoice.
 
I would like to add that the reason that this got delayed is because they mistakenly blocked the delivery. I learned this because I was CCed in a series of emails between ER and [redacted], who is the company that did the final part of the move in the UK. In these emails (which I keep as well) ER asks [redacted] to unblock my delivery, and that only another one (they do mention the other customer's name in the email) should be blocked. When talking on the phone with ER they denied this fact until they realized that I was CCed in those emails.
 
I feel that $75 is not a reasonable compensation for all this display of unprofessional attitude, taking into account that only the surcharge for the credit card (which again was applied without warning) is more than that.
 
Regards,
 
[redacted]

Hi there,We would like to thank Revdex.com to mediate in this matter and  also for their efforts to resolve this issue amicably. We highly regret that Ms. [redacted] was not happy with our services and we would like to reassure all that we tried our best to offer great services to Ms. [redacted]...

with timely responses and excellent packing as thats most important to us. Being that said, please see below points that portray our points and nalifies Ms. [redacted]'s complaint:1. Our packers have 15+ years experience in packing international shipments and they are highly trained to handle any kind of furniture to be moved. 2. Our packers informed Ms. [redacted] that we cannot ship the [redacted] wardrobes as is and either client should either avail third party services to dismantle the wardrobes or should do it herself. We do not offer that service for liability reasons and also it is considered as complex furniture.3. Ms. [redacted] declined to receive third party services to save costs and signed a "particle board furniture waiver" a copy of which is attached here where she clearly holds Earth Relocation harmless on potential damages to the wardrobes.4. All the goods were professionally loaded, the wardrobes were repacked once again to saatisfy her and we sent her the photos a copy of those images is attached in this message.5. Ms. [redacted] also submitted the insurance request to us after reading insurance provider's terms and conditions which are also atatched in thsi message.6. We also never omitted the wardrobes from the packing list as we have the copy in the file and the boxes were kept inside the wardrobe to avoid their movement as particle board can never be shipped assembled and would definitely damage if relative parts move. To conclude this matter, Ms. [redacted] clearly was made understood of the shipping process and also potential damage to her wardrobes a the time of packing. Therefore we request Revdex.com to review these documents and take the right decision.Best regards,ER Management

Hello,We, Earth Relocation reduced the charges for Ms. [redacted] as per her request to resolve the issue amicably - the invoice was reduced by $ 671.44. Please check with her and kindly close this complaint. Best regards,Samir S

Best mover ever experienced! American state and my family were helped by Earth Relocation for our move from CA to Cottenham, the united kingdom earlier this year. They then affected a number of my stuff to Singapore from the UK as I actually have a piece assignment in Singapore for one year. the things arrived in good condition and that I need to extremely say that is in the USA they managed my move therefore well. I shall use them once more next year for moving back to the united kingdom and reunite with my family. Their employees are up to the purpose and just in case of any minor issues, it at once gets elevated to management so they will resolve the problems quickly before it becomes a disaster in contrast to different moving firms.

My move was handled by Earth Relocation on door to door basis. I waited on putting my feedback online until I received the goods and the transaction has been completed. I can now evaluate the whole process and add my comments . The start was good, crew of 3 came on time, brought all the materials for international packing, did a walk through before and after the packing was completed and also got documents signed. The packers were Spanish and seemed very clean and organized. Then came the invoice which was 6% over my estimate but they had given me a possible variation of 10% due to containerization so I was fine. Their partner here in Chile - Decapack was also a very good company and they contacted me as soon as my stuffs left from US. Overall my moving experience was fine. The only downside was a 10 day delay in receiving the goods then what I had expected but I can live with that.

Review: I have used Earth Relocation for transfer of my household goods from [redacted],USA to [redacted] in Aug 2014. I had opted for Marine Insurance for my goods during the transfer and had listed my inventory for the insurance purpose. I had insured 3 wardrobes([redacted])for a claim amount of $1500.00.During unpacking of the wardrobes at my [redacted] home I found that all the 3 wardrobes were stuffed with heavy cartons/boxes containing other household items. Due to this unprofessional packing by Earth Relocation, all the wardrobes were damaged beyond repair.When I claimed for the wardrobes, I got to know from the insurance company that the signed inventory list on the insurance form that they had received from Earth Relocation had the wardrobes crossed out from the list. This is a breach of trust from Earth Relocation as I was unaware that they have made changes to the already signed inventory list without my knowledge.Also the insurance company is not willing to pay for the wardrobe damages as they were not professionally packed by Earth Relocation. They said that [redacted] furniture need to be dismantled for packing. But as per the contract document with Earth Relocation, their moving services does not include dismantling/re-assembling of [redacted] furniture. I had so asked the packers to pack the empty wardrobes as whole so that they can be easily transported. I have already transported these wardrobes without dismantling them during my earlier move from [redacted] . And they did not suffer any damage during this transit.I wish to complain against Earth Relocation for their un-professional packing services which led to the damages of my wardrobes.Desired Settlement: I would like to be compensated for the damages of my 3 wardrobes caused by un-professional packing by Earth Relocation and Breach of Trust by unethically altering a signed insurance document causing monetary loss for me.

Business

Response:

Hi there,We would like to thank Revdex.com to mediate in this matter and also for their efforts to resolve this issue amicably. We highly regret that Ms. [redacted] was not happy with our services and we would like to reassure all that we tried our best to offer great services to Ms. [redacted] with timely responses and excellent packing as thats most important to us. Being that said, please see below points that portray our points and nalifies Ms. [redacted]'s complaint:1. Our packers have 15+ years experience in packing international shipments and they are highly trained to handle any kind of furniture to be moved. 2. Our packers informed Ms. [redacted] that we cannot ship the [redacted] wardrobes as is and either client should either avail third party services to dismantle the wardrobes or should do it herself. We do not offer that service for liability reasons and also it is considered as complex furniture.3. Ms. [redacted] declined to receive third party services to save costs and signed a "particle board furniture waiver" a copy of which is attached here where she clearly holds Earth Relocation harmless on potential damages to the wardrobes.4. All the goods were professionally loaded, the wardrobes were repacked once again to saatisfy her and we sent her the photos a copy of those images is attached in this message.5. Ms. [redacted] also submitted the insurance request to us after reading insurance provider's terms and conditions which are also atatched in thsi message.6. We also never omitted the wardrobes from the packing list as we have the copy in the file and the boxes were kept inside the wardrobe to avoid their movement as particle board can never be shipped assembled and would definitely damage if relative parts move. To conclude this matter, Ms. [redacted] clearly was made understood of the shipping process and also potential damage to her wardrobes a the time of packing. Therefore we request Revdex.com to review these documents and take the right decision.Best regards,ER Management

Review: We contracted with Earth Relocators to move us from New Jersey to Winnipeg. We were originally quoted almost $5000 for the job. When the movers arrived to pack us, they said that we had more stuff than they originally thought we had. They gave us a quote that day of 750-800 Cubic Feet which would increase the price to about $7000. When they got our things to their storage facility, all of a sudden our volume went up another 50% to 1200 Cubic Feet. Now, the price has gone from $5000 to almost $11,000. Once our furniture was in their custody, they charged our credit card the full amount. We were not given the opportunity to approve this amount. We were told that we had to pay it or else they would not move our stuff. We were originally told the move would take 1-2 weeks. It took 3 weeks for our things to arrive. They also went several days without responding to our emails and phone calls. We had no idea where our things were or when they would arrive. We got handed off to the local mover who delayed us getting our things another few days even though they were past customs. In short, we were given a drastically low quote for the job (and they had a list of our furniture and things from our recent previous move) but then even after they quoted us 750-800 Cubic feet, the load went up another 50% once we could no longer say NO. Our things were also delivered and not put back together and they packed our things very inconsistently. Overall we feel they were very unprofessional, dishonest, and have failed to respond to our many emails and calls to resolve this. We understand that the original quote may have gone up a bit, but it is completely unacceptable to keep raising the price over and over again.Desired Settlement: We would like to be refunded the difference between the first updated quote and the final quote. ($3,476.80) We understood that it could be a little more than our previous move because it was international and the way they pack is a little different, but for the quote to more than double is totally unacceptable. We did not feel that our issues and concerns were ever addressed. They have ignored us and they just keep saying that this is how they do business. If we had known, we would have gone with another mover.

Business

Response:

Please see attached response:

Dear Revdex.com,

We highly regret to receive this falsifying and misleading complaint from

client and would like to provide very minute details of client’s dealings with

us so that Revdex.com can review the facts and any documents needed (which will be

made available upon request) supporting our response. We at ER take ultimate

pride in the quality of our services, strong customer support and goodwill that

we have earned thus far by serving our clients which is very well noticeable through

our rating on your portal. Most of our clients are referred to us by our

precious customers and that can only happen through good services that we have

provided thus far. However, the moving business is very challenging and every

move is very different. We as an international moving company educate our

clients and try to impart as much information as possible to smoothen their

move however a successful move can only be achieved, if both parties are very

transparent in sharing all info honestly. Client have complained primarily

about the move cost inflated and the delay in delivery of their goods.

Therefore we would like to once again provide an entire gist of events of what

transpired in this move.

12/3/2013 - We submitted our initial quote.

12/3/2013 - Client reverted to us and provided us a survey sheet from other

company reflecting the estimated volume for their move.

12/9/2013 - We provided a revised quote based on the survey sheet provided by client

from another company. We also suggested doing a survey many times however client

said they don’t need one since they were confident about the volume estimated

from their previous move and it was from Feb 2013 whereas this move happened

with us in December 2013. Client may have added several items from their

previous move which were not disclosed to us.

12/17/2013 - Client signed our quote based on the latest rate we provided which

was based on the estimated volume determined by client’s survey sheet. They

were then going back and forth about the move date which was requested as Dec

23rd, then Dec 24th and finally requested the move to happen on Dec 26, 2013.

At short notice, we kept changing and accommodating their requests in regards

to the move date. Note that the move took place during the holiday period when

most of the transportation companies were closed. Client signed the contract

with us on Dec 26th and we arranged packing on the same day.

12/26/2013 - Move Date. On the move day, our crew notified about a much higher

volume at client’s home and they even notified client about it. Our office sent

2 emails on the move day notifying client about the higher volume and client acknowledged

the same and let our crew pick up all the goods. Our foreman also informed client

that we will not be able to move all the furniture out in one trip as our truck

can only hold 800 CFT and will have to come back with the moving truck to pick

up the excess volume. This clearly proves that client knew he has more than 700

CFT contrary to what they wrote in the Revdex.com complaint. Due to the misinformation

provided by client, our crew ended up working long hours and even though it was

a short week, other moves that were planned for our crew were delayed due to

the excess volume they had to pack at client’s home. Regardless, we as a moving

company did all the right things and kept client well informed on the increased

volume of the goods and its effect on their move cost. Client could have

avoided all this by letting us survey the goods in advance. As someone who had

moved frequently and just recently, this shouldn't have been the case.

12/27-2013 - We updated client on final estimated volume of the goods as

approx. 1200 CFT.

12/30/2013- We emailed client the crated dims and notified him about the

revised and final charges applicable to the shipment.

12/30/2013 - We again sent client an email if we have his green light to proceed

with shipping the goods as the cost increased substantially than what had been

in our quote and client acknowledged his understanding in that matter.

12/30/2013 – Client was still negotiating the costs and out of courtesy we gave

him a handsome discount of about 5% on the balance charges.

12/31/2013: Client authorized his amicable acceptance and

his complete understanding of the final charges and asked us to charge his

credit card for the balance amount. We then requested him to fill out the

credit card form so we can process your payment. Till date we never threatened him

over the phone or emails about holding his goods hostage or not delivering them

back to him if he wanted to discontinue the contract and cancel our services. We

respect every person’s budget and don’t force our service on clients as we do

have a very good track record and reputation to take care of.

1/2/2014 – Client sent us an email notifying that you are

traveling and will try send us the payment form soon.

1/6/2014 – Client finally sent us the credit card authorization form and paid

for our services and we then made arrangements to move the goods to Canada.

1/6/2014 – Client’s goods were picked up by the trailer

going to Canada (on the same day he paid balance in full). This can be proved

and it is documented. Therefore you can see there was no delay in shipping his

goods. Our traffic department understands how clients need their goods in time

and therefore made arrangements in advance to move the shipment anticipating

that your payment would be received any minute. Per our company policy we

cannot move the goods until we receive payment in full. This was an international

move and our payment terms were informed to client prior to him signing a

contract with our company.

1/6/2014 – Client was notified right away that his goods

were in transit and further details will follow.

1/7/2014 – Client emailed our office requesting status of

the goods, we just sent an email to him on 1/6 but he had again the same

question.

1/8/2014 - Client sent our office an email again requesting

status and he received an update on same day with the contact of our Canadian

partner who will arrange clearance delivery of their shipment. They were also

requested to touch base with the Canadian side for getting exact update about

delivery dates. Contrary to client’s claim, we responded to all their emails

requesting the shipment status except the email on 1/7/2014 which was asking

for the same info given to him on 1/6/14.

1/16/2014 – Client’s goods were delivered to his home in good order with no

damages reported. We estimated 14 business days for door to door services and

you received them in 8 business days from the day he paid for our services.

To summarize, we delivered his goods in record time even though his goods were

packed during the biggest holiday period of the year and delays from their side

on payment of our services. We also provided him a discount on final shipping

charges and never threatened him of holding your goods, only upon receiving his

formal authorization we did charge him for the shipment. It is our intention to

assist all clients and achieve happy customers and we are committed to resolve

this complaint based on facts provided above. (A copy of all correspondence

supporting our predicament can be made available to Revdex.com upon request).

Best regards,

ER Management

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There are many partial truths and downright dishonest statements made by Earth Relocators.

First of all, the original itemized list of furnishings from my recent previous move was sent to you, and it was disclosed to you that we had only added 3 chairs and a bookshelf to our belongings. We had also gotten rid of some boxes of papers and books. It clearly states on the second page (attached to this response) that the move was 688.50 cubic feet. Since we only added one large chair and two outdoor deck chairs and a bookcase, we did not feel that the cubic feet would go up by much. Since we provided a detailed list of our belongings including weight and cubic volume, and we completed and submitted Earth Relocator's moving quote spreadsheet (as requested by ER), we felt pretty confident about the estimated volume of our shipment. I do also want to point out that the contract originally sent to us (attached) is based on 500 cubic feet. If we showed them a detailed list of our previous move and then told them we added a few things, then why would the quote be based on 500 cubic feet? I believe it was to get our business with a low quote and then the price went dramatically up when they took possesion of our things.

When the crew of ER arrived on 12/26/2013, and after having been there for several hours, they emailed us and revised the volume to 750-800 cubic feet. They did not say 750-1200 cubic feet, they said 750-800 cubic feet, and this was at 2:15 pm the afternoon of our move day. They are the professionals and we expected that they knew how many cubic feet it would be, especially since they brought a truck that was 800 cubic feet. The problem that we have is that our estimated volume swelled from 750-1200 cubic feet between leaving our home and arriving at the warehouse (where we could no longer refuse to allow ER to ship our things). Let is also be noted that they broke down and disassembled some of our furniture which made it take up LESS cubic feet than our previous move.

The email that was sent to us on the day of our move:

" -----Original Message-----

From: [redacted] [mailto:[redacted]]

Sent: Thursday, December 26, 2013 2:15 PM

To: '[redacted]'

Subject: RE: insurance

Dear [redacted],

Just as a courtesy I would like to inform you that our crew is estimating

the volume to be 750 - 800 CFT. We will provide you with the final volume

dimensions once the goods are at our warehouse.

We will keep you posted.

Thanks and happy holidays!!

Kind regards,

[redacted]"

We received another email on the following day stating that our volume was NOW estimated at 1200 cubic feet.

What happened between our home and the warehouse?

What good would an in-home survey have done if in fact, ER's employees cannot estimate volume?

Once our belongings were in their possession, what options did we have to refuse their updated estimate?

They did contact us for payment while we were moving to Winnipeg and demanded payment in full and refused to move our things until it was paid in full.

Another discrepancy is that they stated that we paid the invoice on 1/6/2014. According to our bank records, the amount was paid in full on 1/3/2014. So, they held our belongings 3 full days after we had paid the invoice. If you will be dishonest about something so simple as a payment date, what else have you fudged?

We called [redacted] several times after departing from New Jersey and left messages, sent emails. Several days at a time went by and not even an email back. This is highly unprofessional and another example of the disrespectful treatment we received. We have phone and email records to prove this.

When our belongings finally did arrive in Winnipeg, we were told that the furniture that ER disassembled in New Jersey would NOT be re-assembled. We were left searching for hardware to several tables,chairs, etc. Our belongings were also crossed packed into boxes that were labeled for other rooms. It left us having to search for parts and pieces in every box.

Overall, ER has taken no responsibility for their unprofessional conduct. Instead, they insist that we are making false claims. We can prove every claim we are making. We also read other reviews about them online that state similar experiences with their company.

Regards,

Business

Response:

To Revdex.com,

Please see attached 1st and 2nd page of signed contract copy by client where we clearly have highlighted that the final volume can be determined only upon packing and palletizing the goods at our warehouse. Also please see the signed quotation by client where we have highlighted that shipment is subject to loading on pallets and final volume can be determined only upon receiving and loading of the goods onto pallets. It is not exact science as HHGS are of different shape and size and therefore they can take up more volume as there is definitely loss of space upon loading of the goods. In short, client knew he had more since he saw us make 2 trips to take the goods to our warehouse, there was no pressure on him to handover the goods to us after knowing very particularly that he had more goods and will end up paying a higher amount for the moving service. This is exactly why a survey is always recommended as the surveyor can visualize the packed volume when he/she sees the goods and also provides additional tolerance for palletizing factor and that is the purpose of noting that statement in the contract. Client himself asked for a 500 CFT quote and that is the reason we quoted for the same. Being a long transit, the goods cannot be transported loose and this was clearly explained to the client in writing as well as verbally. We wish to confirm from client's response that client's credit card was charged on Jan 2nd (Thursday) and funds were only credited to our account on Jan 6th (Monday) being a large amount. Client paid by credit card therefore obviously his card would have been debited on Jan 3rd which was a Friday but we had to receive the funds physically into our account as per company policy. Client needs to be realistic and consider the fact that he was very well informed about how the shipping costs are calculated, about the transit time and also about the fact that he approved us all along to move his shipment without any issues. The only time he disputed the charges was upon receiving his goods and completion of our services. By then we had paid all parties involved and also incurred all the costs in the move so it was not possible to undo any service or process a refund. To add, a heavy reduction was already provided to the client in good faith and client also amicably accepted it.

To conclude, ER has been very prompt in responding to all of client's questions and concerns, delivered the goods in a timely manner and also provided all the discounts that were available considering the costs of the move. We also have all the backups for our claims as provided in our response as we have a system of logging all the correspondences with our clients. Attached documents are self explanatory which should be sufficient for ending this argument. Our offer is still valid for $ 100 courtesy discount if client would like to avail it amicably.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

From our perspective, the response from the company is unacceptable, and so is there measly offer of $100. The reasons are easy to explain:

When they talk about hos responsive they have been, it simply a ruse based on no hard evidence. In fact, over this period of complaint, they have been lacking in a timely response to us. When I tried to be in touch with senior management, I was met with, at times, silence. This was also true during the actual shipment of our goods, when there was a two day period when, even with repeated emails and calls, we had no clue where our goods where. when we asked our credit card to speak on our behalf to the company and ask for the president, the credit card representative was unable to get a simple answer to the question 'who is the president of the company'. They have been utterly slow in their response to our complaint through the Revdex.com and have threatened us with legal action when we posted a complaint on their own website, which asks for customer feedback on their service (they should not ask for feedback unless they only want positive feedback).

Finally, the response from the company proves to us that their word is meaningless. the company gave us a quote, and then the moving team revised it, and then they revised it again. and the revision took place after we left the city and had no way to judge if that was correct or not. further, the company packed in a manner that obviously increased the cost but, in truth, was inconsistent in the packing that belied this comment). for example, the company said that they would keep nothing in the dresser drawers and did so with my goods, but not so with the goods of my daughter.

In addition, what rankles us the most is that we paid our bill on january 3 and the company states that we paid on january 6. there is simply no disputing the fact of when we paid. the fact that the company claims this indicates, once again, that they are every loose with what we would consider the 'truth' in all manners. the company has attempted to bully us, to hide from us, threaten us with legal action, and told untruths to us. This is a shoddy company that, personally, I regret ever doing any business with. the fact that they have attempted to silence us in the wake of our legitimate concerns, and now is offering a pay-off of $100 is indicative of company that the Revdex.com should be most concerned about.

We, in short, reject the pitiful offer and will continue to hold for a legitimate rebate from the company.

Regards,

Review: I contracted them to move some items from my apartment in NYC to the UK.

In their initial estimate they estimated 350cft, and gave me a rate of $7/cft. They also stated that

transit time was 4-6 weeks.

I had estimates of 4 other companies, all estimating around 300 cft but with

higher rates. The main reason to choose Earth Relocation was their rate and transit time.

They conducted an in-place detailed estimate, which came up to to 290 cft, but

then the rate went up to $8.25 (note that 350 * 7 = 2450, and 290 * 8.25 = 2392.50): less than $60 difference for a 60 cft difference! After negotiating we agreed that the

rate would be of $7 per cft if it was over 300 cft, and that if it was

below that (say 290) then I would pay only $2100, as if it was exactly

300 cft. I fought hard for this, because it seemed that they were

trying to avoid to put that in writing. At the end I had to write it

myself in the contract, before signing it.

When they came to pack, they refused to tell me what the total volume was. It took them 8 days (from 12/16 to 12/24) to tell me

what the total volume had been: the volume had gone up, back to 346 cft! And the

rate was not $7 as agreed, but $8.25!

I replied asking them correct it back to $7, and also asked about what payment

options did they have. It took them 20 days (from 12/25 to 1/16/2014) and me sending them several emails to revise that

invoice.

When I sent them a credit card authorization form, they

charged me an extra 4.5% because of using the credit card, without

warning (it took them about a week, and some more emails and calls,

to explain me that). I could have paid by other means, but they never

replied the email where I asked about the options.

I took pictures and measurements of the goods the day they were delivered, and according to my measurements there were only 268cft delivered. The whole process took 8 weeks + 1 day, instead of the 4-6 weeks.Desired Settlement: 1) Acknowledge that ER incurred in false advertising and/or bait and switch when they gave a very low rate and underestimated the total volume.

2) Acknowledge that ER did not do what was in their hands to ensure a prompt delivery, and that their delivery times are not usually 4-6 weeks for this kind of move.

3) A refund for the difference of volume: $322.00 (corresponding to a difference of 46cft over the 300cft).

Business

Response:

To Revdex.com,

First of all we would like to mention that we had taken so much time to explain the client about the volume estimation and possibilities of final volume to be higher than estimated volume due to the palletization procedure. This has been highlighted in attached quote and contract for your review. Client has signed the quote and contract very clearly understanding the terms and conditions which have not been noted in "fine print" but in thick and bold. Secondly client's claim is invalid that he measured the volume of his goods as 268 Cubic Feet because at the time of delivery the goods were taken off the pallets and delivered loose to his residence so the volume went back to the net cubic feet. This was also discussed and explained to the client by our office. Being that said, we are not responsible to refund him for the difference in gross and net volume as considering the safety of his goods and also as an international shipping procedure, we cannot loose ship the goods to UK. Also regarding the transit time, it is always a estimated time frame of 4-6 weeks as even in today's time steamship lines always provide an ETA (Estimated time of arrival) and not exact date/time. The 4-6 weeks time frame is to give client's a fair idea to plan their arrival accordingly. Also our invoice is due on receipt and client made his payment to us on Jan 21st, 2014, we had to wait few weeks due to the delay in receiving payment but when we knew client's interest in paying for the balance, we moved the goods out immediately without any further delays.

We do agree with client about the delay in our accounting department's response about incorrect rate per cubic feet application and therefore we would like to assist client with a refund of $ 75 as a goodwill gesture. Regarding client's claim of not advising him about the payment methods, we do not agree as our invoice has clearly mentioned the bank wire details and also our credit card authorization form that the client filled out and signed has clearly a statement about the application of credit card processing surcharge. Therefore to conclude, we value client's business and as a token of appreciation and towards the inconvenience caused to client, we can refund $ 75 to him if client is ready to conclude this complaint amicably.

Sincerely,

ER Management

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1) The total estimate that I signed did *not* include any provision for palletization. If the company knows that the volume will always increase, then they should include a provisional percentage of increase (based on their experience). Estimating a volume that they know is certainly lower than what the real volume will end up being is fraudulent and constitutes false advertising, in my opinion.