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 $The reasons are easy to explain: When they talk about hos responsive they have been, it simply a ruse based on no hard evidenceIn fact, over this period of complaint, they have been lacking in a timely response to usWhen I tried to be in touch with senior management, I was met with, at times, silenceThis 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 wherewhen 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 meaninglessthe company gave us a quote, and then the moving team revised it, and then they revised it againand the revision took place after we left the city and had no way to judge if that was correct or notfurther, 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 and the company states that we paid on january there is simply no disputing the fact of when we paidthe fact that the company claims this indicates, once again, that they are every loose with what we would consider the 'truth' in all mannersthe company has attempted to bully us, to hide from us, threaten us with legal action, and told untruths to usThis is a shoddy company that, personally, I regret ever doing any business withthe fact that they have attempted to silence us in the wake of our legitimate concerns, and now is offering a pay-off of $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]
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 warehouseAlso 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 palletsIt 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 goodsIn short, client knew he had more since he saw us make 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 serviceThis 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 contractClient himself asked for a CFT quote and that is the reason we quoted for the sameBeing a long transit, the goods cannot be transported loose and this was clearly explained to the client in writing as well as verballyWe 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 amountClient 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 policyClient 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 issuesThe only time he disputed the charges was upon receiving his goods and completion of our servicesBy 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 refundTo 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 moveWe 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 clientsAttached documents are self explanatory which should be sufficient for ending this argumentOur offer is still valid for $ courtesy discount if client would like to avail it amicably
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 large photos that were attached to the original email that I had sent to themI still believe that I can not be held accountable for this communication failureIf 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] ***
Complaint: [redacted] I am rejecting this response because: 1) The total estimate that I signed did *not [redacted] include any provision for palletizationIf 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 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 palletizedWell, 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 paymentThis is and of course I can provide proof upon requestHere is the timeline of the events: - Dec 16: pick up date - Dec 24: ER sends a *wrong [redacted] invoice, where they give a rate higher than what we agreed and signed - Dec 25: I reply to their invoice asking for a corrected versionIn the same email, I ask for possible methods of payment - Jan 16: This is days after my previous emailThe company sends me the corrected invoiceThey 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 formIt turned out they had a 4.5% surcharge that I had overlookedThey charged it without warning So it took them exactly one month (Dec to Jan 16) to produce an invoice, and they received payment within business days (Jan 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 deliveryI 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 UKIn 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 blockedWhen talking on the phone with ER they denied this fact until they realized that I was CCed in those emails I feel that $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]
Hello, We, Earth Relocation reduced the charges for Ms [redacted] as per her request to resolve the issue amicably - the invoice was reduced by $ Please check with her and kindly close this complaint Best regards, Samir S
Hi there,We would like to thank Revdex.com to mediate in this matter and also for their efforts to resolve this issue amicablyWe 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 usBeing that said, please see below points that portray our points and nalifies Ms [redacted] 's complaint:Our packers have 15+ years experience in packing international shipments and they are highly trained to handle any kind of furniture to be movedOur 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 herselfWe do not offer that service for liability reasons and also it is considered as complex furnitureMs [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 wardrobesAll 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 messageMs [redacted] also submitted the insurance request to us after reading insurance provider's terms and conditions which are also atatched in thsi messageWe 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 moveTo conclude this matter, Ms [redacted] clearly was made understood of the shipping process and also potential damage to her wardrobes a the time of packingTherefore we request Revdex.com to review these documents and take the right decision.Best regards,ER Management
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 procedureThis has been highlighted in attached quote and contract for your reviewClient 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 boldSecondly client's claim is invalid that he measured the volume of his goods as 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 feetThis was also discussed and explained to the client by our officeBeing 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 UKAlso regarding the transit time, it is always a estimated time frame of 4-weeks as even in today's time steamship lines always provide an ETA (Estimated time of arrival) and not exact date/timeThe 4-weeks time frame is to give client's a fair idea to plan their arrival accordinglyAlso 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 $ as a goodwill gestureRegarding 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 surchargeTherefore to conclude, we value client's business and as a token of appreciation and towards the inconvenience caused to client, we can refund $ to him if client is ready to conclude this complaint amicably Sincerely, ER Management
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 $The reasons are easy to explain: When they talk about hos responsive they have been, it simply a ruse based on no hard evidenceIn fact, over this period of complaint, they have been lacking in a timely response to usWhen I tried to be in touch with senior management, I was met with, at times, silenceThis 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 wherewhen 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 meaninglessthe company gave us a quote, and then the moving team revised it, and then they revised it againand the revision took place after we left the city and had no way to judge if that was correct or notfurther, 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 and the company states that we paid on january there is simply no disputing the fact of when we paidthe fact that the company claims this indicates, once again, that they are every loose with what we would consider the 'truth' in all mannersthe company has attempted to bully us, to hide from us, threaten us with legal action, and told untruths to usThis is a shoddy company that, personally, I regret ever doing any business withthe fact that they have attempted to silence us in the wake of our legitimate concerns, and now is offering a pay-off of $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]
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 warehouseAlso 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 palletsIt 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 goodsIn short, client knew he had more since he saw us make 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 serviceThis 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 contractClient himself asked for a CFT quote and that is the reason we quoted for the sameBeing a long transit, the goods cannot be transported loose and this was clearly explained to the client in writing as well as verballyWe 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 amountClient 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 policyClient 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 issuesThe only time he disputed the charges was upon receiving his goods and completion of our servicesBy 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 refundTo 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 moveWe 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 clientsAttached documents are self explanatory which should be sufficient for ending this argumentOur offer is still valid for $ courtesy discount if client would like to avail it amicably
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 large photos that were attached to the original email that I had sent to themI still believe that I can not be held accountable for this communication failureIf 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] ***
Complaint: [redacted] I am rejecting this response because: 1) The total estimate that I signed did *not [redacted] include any provision for palletizationIf 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 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 palletizedWell, 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 paymentThis is and of course I can provide proof upon requestHere is the timeline of the events: - Dec 16: pick up date - Dec 24: ER sends a *wrong [redacted] invoice, where they give a rate higher than what we agreed and signed - Dec 25: I reply to their invoice asking for a corrected versionIn the same email, I ask for possible methods of payment - Jan 16: This is days after my previous emailThe company sends me the corrected invoiceThey 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 formIt turned out they had a 4.5% surcharge that I had overlookedThey charged it without warning So it took them exactly one month (Dec to Jan 16) to produce an invoice, and they received payment within business days (Jan 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 deliveryI 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 UKIn 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 blockedWhen talking on the phone with ER they denied this fact until they realized that I was CCed in those emails I feel that $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]
Hello, We, Earth Relocation reduced the charges for Ms [redacted] as per her request to resolve the issue amicably - the invoice was reduced by $ Please check with her and kindly close this complaint Best regards, Samir S
Hi there,We would like to thank Revdex.com to mediate in this matter and also for their efforts to resolve this issue amicablyWe 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 usBeing that said, please see below points that portray our points and nalifies Ms [redacted] 's complaint:Our packers have 15+ years experience in packing international shipments and they are highly trained to handle any kind of furniture to be movedOur 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 herselfWe do not offer that service for liability reasons and also it is considered as complex furnitureMs [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 wardrobesAll 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 messageMs [redacted] also submitted the insurance request to us after reading insurance provider's terms and conditions which are also atatched in thsi messageWe 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 moveTo conclude this matter, Ms [redacted] clearly was made understood of the shipping process and also potential damage to her wardrobes a the time of packingTherefore we request Revdex.com to review these documents and take the right decision.Best regards,ER Management
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 procedureThis has been highlighted in attached quote and contract for your reviewClient 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 boldSecondly client's claim is invalid that he measured the volume of his goods as 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 feetThis was also discussed and explained to the client by our officeBeing 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 UKAlso regarding the transit time, it is always a estimated time frame of 4-weeks as even in today's time steamship lines always provide an ETA (Estimated time of arrival) and not exact date/timeThe 4-weeks time frame is to give client's a fair idea to plan their arrival accordinglyAlso 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 $ as a goodwill gestureRegarding 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 surchargeTherefore to conclude, we value client's business and as a token of appreciation and towards the inconvenience caused to client, we can refund $ to him if client is ready to conclude this complaint amicably Sincerely, ER Management