EBA Engineering Consultants Ltd

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.

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]
 We did not cancel the move at all. I have a message on my answering machine to prove that. They sent the movers on the wrong day and they tried to swindle my daughter out of 1600.00 in cash additional money. I called in the morning and told them of what happened when the movers left. They gave 4 options. The one they chose was they couldn't fit the furniture on this day without more money. I talked to [redacted] who was suppose to reschedule another mover and I waited for her to call. She did not. We booked a Penske truck ourselves and moved that day as we had to vacate the apartment . Her response is a blatant lie and if you look at the reviews this is common practice for them. We tried everything but were met with negative responses to everything. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As we stated before we are still in process of reviewing all the paperwork and taking the right steps towards getting you the proper reimbursement. We apologize again for any inconvenience that you have had during your moving process and we will be sure to follow up with you as soon as we have an answer as to the reimbursement you should receive. If you have any questions please do not hesitate to give us a call at ###-###-####. Thank you.

We do apologize for any inconvenience. We are not able to find any records of the customer, can you please tell the customer to provide a job number or phone number associated with her profile.

We apologize for any inconvenience to the customer. However the customer was not charged $2349. The customer was charged an additional $300 for extra packing that had to be done. The customer was not without her items for (4) weeks either. The customer was picked up on January **...

2016, and then she set up a first available delivery date of January [redacted] 2016. The customer was delivered on February * 2016, which was definitely agreed upon. If the customer has any damaged items she can file a claim through the carrier at [redacted]

We apologize for any inconvenience to the customer. The customer was charged accordingly and she agreed to additional charges. The customer was not charged $2349. The customer’s original quote was for $1089.76 after she was picked up the customer owed $1355.12, which is $265.36 more. The customer can file her claim through the carrier at ###-###-####.

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]
 Several times I was told by both a representative and a dispatcher that I would receive my belongings under 21 days, just as I was assured packing was included in my estimate. It was rather deceptive. 
 
 
 
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 have determined that my complaint has NOT been resolved because:

I was never told to read over the "contract" and was rushed to lock in the rate or I would loose that price. The representative did not explain they cancellation policy as far as the deposit being forfeited, neither its clear anywhere on that "contract". The Representative failed to accurately quote the items and describe their fees or being unable to accept bags without an extra fee. Nowhere on the "contract" it states  that bags aren't allowed and there will be an extra charge for those. The sales rep did not truthfully presented the information to the customer, neither disclosed that this move would be outside of their cancellation period therefore forfeiting the deposit. Ive asked the supposedly "supervisor" Seth K[redacted] to listen to the call and he refused and said that he trusts this rep. There are no other departments that can assist within this company since its apparently owned by investors and do not care about customer satisfaction. They appear to be in the business of scamming people by forcing them to sign something they couldn't possibly read in 2 minutes and then enforce a "contract" that was never read or understood.
 
 
 
 
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 have determined that my complaint has NOT been resolved because:

I did not see a respond in the attachment, nothing has been done to my complaint.
 
 
 
 
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 in no shape way or form break any of the agreed upon conditions and terms. We do not have any records of this customer calling in. Apollo Relocation Services did reach out to the customer several times to confirm minor...

details as well as pick up information. When our dispatch manager reached out to the customer and confirmed the pick up time the customer chose to cancel. Since the customer cancelled within our cancellation policy she is not eligible for a refund.

We apologize for any inconvenience. We are licensed as a broker and carrier. This means we are licensed to move household items but if we cannot service the move ourselves we are able to broker it to another company.  We will assign a manager to go over the paperwork in regards to the overages...

that you incurred. Also, as per the claims it can take up to ninety (90) days for the claim to process. Once again the manager we assign will also review your claims information and will be able to reach out to the carrier to see the status on it.  We welcome and await your call in order to discuss any further issues you may have. We can further assist you, regarding agreed upon terms and conditions. Apollo Relocation Services ###-###-#### Once again we are deeply sorry for an inconveniences you have endured during your move.

We apologize for any inconvenience to the customer. However we have not received any calls or emails from the customer. Please have the customer send us a formal email to [redacted]With a detailed description for any damaged or missing items, so we can work on it right away.

We apologize for any...

inconvenience the customer has experienced.  We contacted the Human Resource department for the company that we contracted for her move.  We spoke with them and they filed a formal complaint against the mover. The mover has been reprimanded and put on a temporary leave. He will be retrained in areas such as harassment before he is allowed to return to work.   As for the delay in delivery, the customer was given an estimated delivery time of five (5) days.  As stated in our contract “[redacted]: 6.    Based on the load and mileage of your move, delivery may take anywhere from 1-20 business days. West coast1-20. Mid-west 1-20. East Coast 1-20. 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.” As for the incident in which the carrier called the customers grandmother, the customer stated in her complaint that the phone number was off by 1-digit.  We do apologize for that inconvenience, however, that is a simple mistake that anyone could make. It is on file that the operator gave the customer claims information via the phone because she called into the company about damaged items. We will have a manager in the Customer Care department email the customer the claims information as well. We apologize again for any inconvenience.  Apollo Relocation Services is here to answer any other questions or concerns the customer may have.  We await her call. Respectfully, Apollo Relocation Services ###-###-####.

We are so sorry for any inconveniences that have occurred during your move. We have assigned a manager to your case and they are reaching out to the carrier that we assigned to get your items delivered as soon as possible. If you have any questions please give us a call at ###-###-####....

Respectfully, Apollo Relocation Services.

We apologize to any inconvenience to the customer. As stated in our contract, Apollo Relocation Services does not guarantee delivery date;Based on the load and mileage of your move, delivery may take anywhere from 1-20 business days. West coast 1-20. Mid-west 1-20. East Coast 1-20. 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 advise the customer to reach out to us, so one of our customer care representatives can further assist them.

I was never given a specific amount of the credit, but the agent said that because of all the problems related to the delay & the fact that the person meeting the truck knew none of the details of the contract, & was only there to sign the Bill of Lading, that I should receive a credit on my...

account. When I spoke to Seth, one of the supervisors, he told me the credit was requested, but then denied. He gave me no indication of the amount nor the reason for the denial. I'm requesting the $200 to reimburse me for the misinformation I received (and the lack of correct details) about packing, what needed to be boxed, based on my inventory list identifying exactly what I was moving. After the fact, I was told that it's up to the driver what needs to be put into boxes, & then pay outrageous amounts for additional boxes & tape. I understand the need to charge me for extra cu ft, but I thought that everything I listed was included in the revised estimate on 1/**/16. I was receiving phone calls as I was getting ready to board, & there was no way for me to even discuss the extra costs with the movers.I believe I'm being generous for "only" requesting a $200. credit from Apollo, due to all the problems I experienced.if you need further clarification from me, please let me know.thank you for reviewing this complaint.Chris M[redacted]###-###-####

We at Apollo Relocation Services strive to provide the highest level of service and we are sincerely sorry if the client feels we missed the mark. Pick up and delivery windows are clearly stated on our paperwork and during peak moving months such as summer we ask that clients be as flexible with their schedules as we strive to have their goods picked up and delivered as close to their requested dates as possible. Again we are sorry for the issues the client has had. We did deliver the service as contracted and hope that the clients uses Apollo Relocation again in the future at which point we would give them a sizable discount for their repeat business.

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:

When I initially over the phone with Brian G[redacted] made the arrangements he stated and I quote,  "the price will not go up like other companies like to do". I informed Mr. G[redacted] of everything I needed moved. With everything I needed moved and added nothing and subtracted one item from that list my price shouldn't have gone up. I wasn't told until after my things were packed that the price "could " go up "but probably not" by the movers. How can in fair dealings can a company promise one thing and do completely the opposite? I wouldn't have went with this company at all if I had know they were going to lie continuously and up my prove after taking control of my belongings. So, how can their employee to get business misrepresent what the companies policies are? If I were told after giving the list of what I needed moved and I was informed it doesn't matter what you have it will in the end go off of square footage to determine price, I would have moved my belongings myself and saved roughly $700. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We do apologize for any inconvenience to the customer, but the customer is not eligible for a refund.

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:

 It is not true that the website clearly explains that you are a broker. The website conveys that you "offer professional full-service moves" and shows an Apollo truck. The truck that arrived said "[redacted]" and "[redacted]." To figure out that you are a broker, you have to read the fine print after scrolling to the bottom of the page. The estimate is also confusing and should be re-written for clarity.   Moreover, you did not address why Nicholas S[redacted] gave me such a low estimate for my furniture even though I gave him dimensions of the furniture and did not have more items than were in the estimate.I would like a proper explanation and a refund.[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]