EBA Engineering Consultants Ltd

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I FORMALLY DO NOT ACCEPT RESOLUTION OF THIS MATTER based on the information in my complaint and the information below. PROPOSED REMEDIATION: As of today, * February 2016, Apollo remains in breach of contract. Many of my items have been in transit for over 30 business days at this point. Other items were damaged, destroyed or are still missing. Requesting final and prompt delivery of my possessions and refund of at least ½ of the $1,850 ($925.00) I paid to Apollo Relocation Services and their sub-contractors.IN RESPONSE TO YOUR EMAIL:Apollo’s statement that, “…As per the carrier the customer was delivered, but by accident the carrier left about (4) boxes in their truck…” is inaccurate. Most of my possessions were delivered but not all of them. The boxes they did deliver were delivered very late, and cost me money as they contained items critical to my occupation that I was needlessly forced to replace due to non-delivery by the Apollo sub-contractor. When those items were delivered about ½ of the items needed to be disposed of – 15 Brooks Brothers shirts at about $60.00 – so a $900.00 loss there. Additionally, I am still missing a lamp that I was told was destroyed, at least one box containing a pair of new sneakers and about 30 Brooks Brothers  ties – conservatively they cost $50.00 each so that alone has cost me $1,500. Additionally my butcher block – valued at about $600.00 - was delivered broken and had to be replaced. My guitar was delivered broken and may not be salvageable and most of my dishes arrived broken - Service for 16 is now service for 4. Regarding Apollo’s statement that, “…Since most of the customer's items were delivered, the contract was not breached; regarding the 20 business days. The carrier then confirmed a time with the customer for the delivery of the boxes and the customer didn’t show up until about an hour and a half later…” THIS STATEMENT IS NOT TRUE. I made multiple arrangements with the carrier and they did not show up or call each time - a total of 7-8 times. I left work early to meet them on three different occasions and woke up early in the AM to meet them at least twice – every time no call and no show. That was the case until last Friday * February. On that day – well beyond the agreed upon 20 business day delivery period - I was at a restaurant with my parents when I received a call from someone who had been working late in the office who indicated that “…someone was trying to reach me urgently.” It was 7:19 PM ET. She gave me the number. I called back and it was the movers calling me at work (not on my cell as they were asked to do) letting me know they were in front of my building. No prior notice at all – they just showed up. I had to leave dinner to meet them. So since what I do have was delivered on * February – well after the 20 day period – and many of my belongings are still not here (as of 8 February) Apollo remains in breach of our agreement.Regarding, “If the customer has any missing/damaged items the customer would have to file a claim.” If Apollo would like to send me the link and instructions on making a claim I can file a claim for the numerous damaged items and missing possessions. They can post that information here.In response to their comment that, “If the customer has any questions he can give us a call at ###-###-#### where one of our representatives can assist him.” I would like to note again that I have made multiple calls to Apollo related to this matter and when their representatives could not resolve the issue, I repeatedly requested calls back from senior Customer Service (Director or VP). I have received no response. My last interaction with Apollo was related to you in my initial claim – that interaction was what ultimately prompted me to file this complaint with the Revdex.com. I’ve recounted that interaction for you below as a reminder.ISSUE NUMBER 12 FROM MY ORIGIONAL COMPLAINT DATED ** JANUARY: “On Wednesday ** January I again contacted Apollo Relocation Services (Jessica this time) and explained the movers had again not called or shown up as promised, and that I was extremely dissatisfied with their service and the sub-contractor. I asked for a refund and to speak with a senior staff member. She would not grant either request. I asked for a contact in their legal department. She denied that request as well. I asked how she intended to resolve this situation. She remained silent. I asked when I could expect my remaining items be delivered. She indicated she could not comment on that either. She finally did agree to request that her supervisor – Seth – contact me. That was an hour ago and I have not heard back.”PROPOSED REMEDIATION: As of today, * February 2016, Apollo REMAINS in breach of contract. Many of my items have been in transit for over 30 business days at this point. Other items were damaged, destroyed or are still missing. Requesting final and prompt delivery of my possessions and refund of at least ½ of the $1,850 ($925.00) I paid to Apollo Relocation Services and their sub-contractors. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize for any inconvenience to the customer. However our website is correct, we do coordinate the move and offer full service options. The customer has been delivered and would need to file a claim for any damaged or loss items. Once the customer has been picked up by the carrier our services as a moving broker have been rendered. Please take a look at one of the agreed upon conditions and terms below;2.     Apollo Relocation Services Inc. MC: [redacted] is authorized by the Federal Motor Carrier Safety Administration (FMCSA) to be a household goods moving broker. Apollo Relocation Services Inc. assumes no responsibility or liability for any property damage, bodily injury, or public liability as the outcome of the transportation of household goods transported by an authorized carrier. At shippers request we will assist you in the process to submit a claim to the assigned carrier for settlement of the claims. Apollo Relocation Services Inc. is not responsible for any omissions or acts of the carrier, its agents, or employees. Apollo Relocation Services Inc. is not liable, responsible, or to be held accountable for any damage, delay, loss, or expenses resulting from any Carrier or caused by any act of God.

We apologize for any inconvenience to the customer. We advise the customer to give us a call and speak to one of our customer care representatives for real time delivery updates. Our customer care representatives can be reached at ###-###-####. Unfortunately due to the nature of the business their...

are delays such as weather, traffic, mechanical issues, etc. One of the agreed terms in the customers contract clearly states the delivery spread;6.     Based on the load and mileage of your move, delivery may take anywhere from 1-20 business days. [redacted]. These estimated windows begin on the first day of the shipper’s availability. Goods may be warehoused before delivery. Any situations on delivery such as, no delivery before or after a certain time, or no weekend delivery may cause your delivery schedule to go past the estimated time and may incur additional fees. In the event of any conflict between the Bill of Lading and the terms of any estimate, the terms of the Bill of Lading shall control. The estimated price listed on this agreement is based on a flexible schedule as well as accessible conditions at both pickup and delivery locations. Estimated time of arrival is determined by many factors beyond the control of any carrier and Apollo Relocation Services Inc. such as traffic, weather, mechanical, and any acts of God.

We apologize for any inconvenience to the customer. The customer’s original inventory is the following:A water Cooler, 2 Wingback chairs,6 Dining chairs, 1 Dining Table, 1 Entertainment Center, TV, 10 Boxes, 5 Smallboxes, 1 Plastic Bin, 1 Footboard, 1 Headboard, Mattress, Ladder, Lamp, LibraryTable, Mirror, 2 Paintings.The revised written estimate lists the following for the customer’s inventory: 1 Table, 5 Chairs, 2 Leg chair’s,5 Pictures, 3 Plastic Bins, 8 boxes, TV, Ladder, Front Board, Head Board,Mattress, Foot Board, Box Spring, Desk, chaise lounge,3  side boards, The customer was provided a new revised written estimate for 535 cubic feet, which the customer agreed and signed on. The customer originally agreed to 315 cubic feet but in fact had more cubic feet than agreed upon, and had to pay the difference. The customer can call the claim phone number directly at ###-###-#### for compensation on damages and delays.

We advise the customer to please call our office again to speak with a customer care rep for help in filing a claim against the carrier for the missing items. We are here to assist the customer is receiving the rest of their items or proper compensation for the missing items, but that is done properly through a claim process with the carrier's insurance company. Once the items are picked up by the carrier, the carrier is responsible for the delivery of the items. Again, she is welcome to call our office directly to receive help in filing the claim for proper compensation.

We apologize for any inconvenience to the customer. A manager has been assigned to the customers profile and will be handling it with high priority. As well as contacting the customer with real time delivery updates and information.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My complaint has not been resolved because I'm still severly dissatisfied with the way I was treated by the company and their customer service department. I feel absolutely terrible that the poor mover who texted me was put on temporary leave from the company. My intent of sharing that information was to exemplify the company's inability to adhere to their "5 star service" promise. The response from Apollo was hardly apologetic and did not address the unacceptable state my belongings were delivered in. Since when is it acceptable to fail to deliver on your company's vision, mission and values that are advertised? 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
I don not really consider this resolved at this point.  I will be waiting to see if Apollo Relocation Services actually follows through with their planned action.  Thank you so much to the Revdex.com for your assistance.

We apologize for any inconvenience to the customer. However the customer had more cubic feet than what he was quoted for. The customer was charged for 650 cubic feet in total, and was quoted 458. In total the customer was charged an additional 192 cubic feet at $2.94 per cubic feet. Which some of...

the items had to be packed for which was an additional of $135.00, which the total estimate becomes $2866. The customer agreed to these prices as well.

We apologize for any inconvenience to the customer.  Since this job was serviced, they are not entitled to a refund. Customers are only eligible for a refund if they CANCELtheir move seven business days prior to their load date, as stated on our cancellation policy three (3)...

times before a customer electronically signs for the agreement: “Deposits are 100% refundable with No Cancellation Fee or AdditionalCharges for moves cancelled outside seven (7) business days (weekends andfederal holidays excluded) prior to the first estimated pack or load date. Iunderstand that deposits are non refundable for moves cancelled, reserved, orplaced on hold within seven (7) business days (weekends and federal holidaysexcluded) of the first estimated pack or load date. Additionally, cancellationpolicy will apply to the earliest estimated pack/load date in the event a datechange is requested by client.”

We apologize for any inconvenience to the customer. However after confirming with our carrier and foreman, they did arrive at the customer's home on 7/**/15. Since the customer was unresponsive, the customer is not eligible for a refund. If the customer has any questions on the agreed upon conditions and terms, we advise them to give us a call at ###-###-####.

We apologize for any inconvenience to the customer. According to our notes, the carrier arrived at the customers home on 8/**/15 at 10:30pm still within the scheduled date. Unfortunately, because of the nature of the transportation industry, there are delays including traffic, weather, road, and...

delays caused from other customers, which was the case with this move. Refusal of services are not eligible for refunds as per the signed agreement with the customer. However the carrier is willing to reschedule another date for the customer for the inconvenience. We advise the customer to reach out to our office and speak to a customer care rep that can further assist them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The reason I believe my complaint was not resolved is because I still feel like I was deceived. I feel like I was avoided moments after making that $700 payment. The answer provided by the company does not address the items highlight in my initial complaint; it repeats the claims I said they had made (regarding when I called and how they claim they said they called me) and just follows that up with terms of contract.Like I said before, I did NOT call outside of business hours. I called DURING business hours and that was after I really had some time alone to myself to really sit down and read through the contract. I felt like I was rushed during the signing process, I was at work and did not feel comfortable taking my time reviewing the contract word to word next to my coworkers and mangers. I wanted to call back and cancel, it was only a couple of hours after making a payment. I called the NJ number and 1-800 number, and both transferred me to the same "queue" Apollo Relocation Services said they did. When I talked to a representative over the phone on 9/**, I said I called and he said that sometimes agents are too busy and I just need to leave a voice message. I said it didn't even ring and that it went to an automated message with extension of "2015", and he said I might have got placed in a queue. Well which is it? That's avoiding my call. That's not a good customer service.Regarding Apollo Relocation Services attempting to contact me on 9/10, again, there's no record on my end that shows Apollo Relocation Services calling me or leaving me a voice message. I've only received the email saying they tried to contact me, but that was the first time the company contacted me after the deposit was made. Everyone I talked to could not recall what I had said in the message that I have supposedly left in the "queue". It wouldn't be too far-fetched to assume that we wouldn't have talked at all if I hadn't called.Again, I feel like I was deceived during sales/on-board process. If I had known my calls don't get directed to a living, breathing representative during office hours moments after deposit is made, I would NOT have made the payment. If I had known my number can be set up to automatically go to a certain extension after making a payment, I really would not have paid a penny for the service. If a representative picked up any of my unanswered calls placed DURING business hours, or if anyone had returned my call for the next couple of hours (still during business hours), I am certain he/she would have been able to refund my deposit without any hassle. Please, review your call logs, verify that I indeed called only a couple of hours after the initial deposit, and refund my deposit. Thank you for taking your time to read my message.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are sincerely sorry for the issues the client had with the move and all parties involved in this move are being made aware of the issues that transpired so that we may make the needed adjustments to insure that it does not occur again and that communication is better with the client. We thank the...

client for their  input.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
 Once again with the outright lies!!! Again I state - I called ###-###-#### on January [redacted] at 10:30 am and had to leave a message about my issues. Nobody ever called me back for follow up!!! I once again called on January [redacted] at 9:45 am and finally got to speak to someone. His name is Seth K[redacted] and he gave me email directions and what to send. I sent him the list of damages and what pictures I still had (some were lost due to a damaged iPhone and the phone was not repairable). I sent these emails at 10:00 am on January [redacted]. Seth even responded to me stating the pictures were not attached. I had indeed attached them but I followed up by sending again. I have since heard nothing back from anyone yet you have the gall to say I never called or emailed anything. That is complete and total [redacted]!! I am sick and tired of the ongoing lies and being completely [redacted] around. You lie over and over while apologizing at the same time. You are absolutely full of st and worthless!!!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize for any inconvenience to the customer. Prior to the move, our Quality Assurance department spoke with the customer to reconfirm their inventory to ensure no additional items or overages at pick-up.  The carrier assigned for the move arrived at the pick-up location as...

scheduled. Upon arrival, the carrier noticed the customer had additional items that weren't on the inventory list and double the load size than what was agreed upon on. According to regulation, the carrier provided the customer with a revised written estimate for the additional cost of the extra items from the customer. Prior to loading the inventory, customer refused the services from the movers and cancelled the move while the movers were present. During the pick-up, the customer spoke with our dispatcher, but refused to negotiate or continue with the move. Because of this, the customer was made aware of the forfeit of deposit. Please see the clause below from the agreement:4. Upon carrier arriving within the 2 daypick up window ready to render services agreed on original order, If customerhas more items or more services than what was on the original estimate andcustomer does not allow carrier to perform services, or refuses carrier’sservices that was originally signed and agreed upon by customer, customerunderstands that he or she is forfeiting the deposit made for the services andthat refunds under these circumstances will not be made. If customer agrees tomake a deal directly with carrier, and the customer does not advise ApolloRelocation Services Inc. of such actions, he or she will forfeit deposit and norefunds will be issued.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:  First, business does not acknowledge the delay in pick-up.  The carrier did not show up until end of second day.  When drivers entered the home they commented about how small the move was, and how packed up everything was.  They requested $500 cash with no discussion about more items or larger items. When we did not have cash they left.  It started raining and they did not return.  We flew out of town early the next morning. When I finally got a hold o business 2 days later, they said they were unaware?Second, the 2nd carrier arrives at home.  Driver enters and claims more items and larger items, he'll need additional $600. This took him eyeballing the items in less than 10 minutes.  Every large item had been discussed with the business previously.  I was recommended to go to Home Depot to purchase a large TV box, a box spring and mattress cover and boxes to save money. I purchased 10 medium boxes and 5 small boxes, no large or extra large. I discussed the large framed mirror and the large unframed picture. I told them about the large plastic storage bin.  The business added 5 boxes making it 15, while I wanted 10.  They said they wanted to make sure I did not go over.  Please see list I have included.  They gave me a quote based on the lengthy discussion.They said they then used a computer program to determine the cubic feet, hence the quote.  The 2nd carrier creates another list.  This list looks longer but they use a line for each item while business would use one line and say 6 chairs.  Carefully scrutinizing the two list, they seem pretty similar to conclude the quote should be similar.  Business will not address the 2nd carrier list.  The response of the business to say that their were additional items and items were larger than described are statements with no particulars.  They have both list.  I accepted doing business with them based upon their initial quote.Third, the furniture was wrapped very poorly.  To justify the damage by saying 'hardy board' and long moves, things happen is not a good reason.  The damaged items were not hardy board, the antique oak foot board is still missing, and the dresser they packed in our load that was not ours has never been addressed.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I cancelled the order outside their 10 day window. The truck has not been dispatched as they are only two towns away from my location and not "on the way". I placed the order on 9/**/15 and cancelled it on 9/**/15. Ten days would have made it 9/**/15. The pick up date was either 9/** or 9/**. I have stopped payment with the credit card company. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize for any inconvenience to the customer. Apollo Relocation Services did not violate any of the agreed upon conditions and terms. The agreed upon dates were 9/**/15-9/**/15, which the carrier did arrive on the agreed upon date. However the customer did not indicate that they wanted any...

storage until the carrier was ready to deliver the items. We tried our best to accommodate the customer, and was able to provide storage for $156. Since the customer did not state they needed storage at the initial conversation when booking the move, the customer was not opt in for the storage. The price went up since the customer did have more items. If the customer had the same amount that we agreed upon than the price would not have gone up. Our dispatch manager did provide the customer with the proper information to start a claim. Since the carrier did service this move, the customer would be compensated through the carrier. If the customer has any questions on the agreed upon conditions and terms we advise and await their call at ###-###-####, thank you.

We apologize to the customer for any inconvenience. Due to the nature of the moving industry, the carrier did run into delays such as traffic, weather, and other customers loads. As per our notes the carrier was willing to compensate the customer for the delay. We apologize if there were any...

damages to the items, we advise the customer to give us a call so we can help the customer file a claim with the carrier. The customer can give us a call at [redacted].