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:

 They have still charged me for $800 for not performing the services. The business is manipulting the "business day" to fit their own agenda and timeline.  This was clearly not met and there is no reason why a simple call from the carrier/driver could have been made to inform us of the time and that they were still coming.  You can not claim "traffic and other issues" when 11 hours difference from the provided time and the actual time of arrival without a single phone call. THE BUSINESS NEVER made a call to us and we had to call them multiple time to get any information (which was all lies about the "driver being on their way").As for the company offering a rescheduled date, we can not change our move out date due to being called to active duty and needing to be at the station so the offer to have this company reschedule the move is not an option and we would not trust this company anyway. We had to quickly pack a Budget truck and move it ourselves. Therefore we had to make other arrangements to get our move completed. Showing up to someone's house at 11:15 pm is not acceptable without any call or confirmation that someone was coming.  It seems the "day" and "business day" are what the issue is and the "business or close of busniess day" is not midnight!!  I understand that the business would like to count until midnight on the final day of pick up but in there agreement it clearly states the close of business is 6pm.  They are also moving up their time that they arrived at our house. They did not arrive until 11:15 pm That is when they rang our doorbell. The phone calls we made up until the movers arriving are all time stamped and we left voicemails as documentation. No crrier made contact per their own contract below. We had no contact with carrierand no confirmation one was coming. Per their contract below they did not meed their side of thedeal by the close of business on the 2nd move day. Even after we initiated contact multiple times to be made with carrier. We will not be satisfied until they refund our money back and they get consequences for overbooking and not being able to perform the services within the time frame. "Apollo Relocation Services Inc. places the shipm ent with an authorized, licensed, and insured FMCSA household goods carrier. However, you understand and agree that Apollo Relocation Services Inc. makes no guarantees and/or warranties concerning pick up or delivery time and dates, or the assigning of a carrier to provide the transportation services requested. If Apollo Relocation Services Inc. is unable to assign a carrier by the time of close of business on your last pick up date, you will be entitled to a refund of your deposit as a full satisfaction of this agreement. ..."
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize for any inconvenience. The customer called in one time after he was picked up, and only requested delivery information. The customer did not mention any problems with overages. Unfortunately the customer is not eligible for a refund, since the services were rendered. If the customer has...

any missing or damaged items, we advise the customer to file a claim through the carrier. The customer can call ###-###-#### or go on [redacted].

We apologize for any inconvenience to the customer. As per the carrier, when they arrived to the customers house they visually saw that the customer had more items than listed on the inventory list. The carrier advised the customer that their might be more overages and the customer refused the service. The customer refused to accept a new revised estimate from the carrier so they did leave. The customer later on requested for the carrier to come back and service the job. Apollo Relocation Services reached out to the carrier and asked if they would be able to return to the customer and service the job. We, than tried to get in contact with the customer from August [redacted] to the [redacted] to have the carrier come back but we were unsuccessful. On August **, 2015, the customer called in and refused any type of service and advised she didn't want anything to do with us. The customer refused service and as a courtesy Apollo Relocation Services tried to have the carrier go back and service the job. Since the job was refused the service was never able to be completed and the customer forfeits the deposit.

We apologize for any inconvenience to the customer. However the customer had double the amount of cubic feet that we agreed on. Any additional items would be handled when the carrier is present. Please take a look at one of our agreed upon conditions and terms.The quoted prices and terms are based on the information provided at the time the reservation was made. The items in the inventory have been calculated to an estimated weight/volume or minimum used to determine the transportation requirements upon which your price is determined. Any changes to your inventory may result in different terms and prices uniform with the carrier's tariff. If any additional services, packing of items, or labor are added or required at the destination or origin then you may be charged for those services and/or items at full tariff rates. Carrier reserve the right to re-pack any item not correctly packed by the shipper (drawers must be empty) Carrier is not allowed to do any plumbing or any electrical connections or disconnections.

We apologize for any inconvenience to the customer. The customer provided a list of missing items, which the carrier does not have any record of except the gorilla and suits. Since the carrier packaged these items they would compensate the customer. The customer stated that the rest of the items were packed in boxes, but no record of these items are on the inventory list. The customer also signed off on the paperwork stating that they have received all of their goods.

We apologize for any inconvenience to the customer. As per our file notes, the customer spoke with our dispatcher just yesterday and were explained the delivery terms. As per the carrier, the customer can expect delivery this week, well within the estimated delivery spread that was given to the...

customer. We advise the customer to give our office a call to speak with a customer care rep to see how we can further assist them.

We apologize for any inconvenience to the customer. This customer was delivered and was charged for a long carry because the truck couldn’t get within one hundred feet of her door, as well as having additional cubic feet. The customer also threatened to slander our name...

on the internet and file a charge back of the deposit she had placed upon booking.

We do 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. As per our contract that the customer agreed and signed to the conditions and terms. It does state, "Apollo Relocation Services Inc. makes no guarantees and/or warranties concerning pick up or delivery time and dates, or the assigning of a carrier to provide the transportation services requested"Unfortunately, because of the nature of the transportation industry, there are delays including traffic,road, and delays caused from other customers, which was the case with this customer. Once again we do apologize for any inconvenience to the customer but the drivers did arrive within the agreed terms of the contract, and in no shape, way, or form did Apollo Relocation Services violate any of the terms agreed upon in the contract.

We apologize for any inconvenience to the customer. However we already reached out to the customer regarding compensation. If the customer has any further questions or concerns we advise and await her call. One of our customer care representatives can be reached 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:

1. Apollo DID NOT make us aware that they will be employing a carrier to do the work for us.2. Kindly request Apollo to provide the name of the carrier.3. The carrier was not there as scheduled, the original schedule window was for 9/*/15 to 9/*/15. Which was changed to 9/* to 9/** as they had an engine failure on their truck, as stated by the carrier.4. The estimate was to move a 1 bedroom apartment. How can there be “double the load size”? We even did not have the bed and couch moved, it was to be donated. That just leaves so much more space. So Apollo’s sales team horribly went wrong with the estimate or offered a price so low that they had no intention of ensuring is the final price. My question to your sales and “quality assurance” team is:a. How many of your estimates are exactly the same as the final cost?b. What is your deviance on final price guarantee? 10% deviance, 20% deviance or 300% deviance?5. NO revised written estimate was provided by the carrier. Apollo to share evidence of the written revised estimate.6. The carrier even refused to do regular cloth packing as it was promised by Apollo. They wanted to charge extra for packing material (bubble wrap etc.) and packing. We were anticipating an additional cost of $300 to $400 for packing (fragile items likeTV, Dining Table Glass Top etc.) which we were ready to pay. The carrier mentioned it would be $2200 to pack, this is unfair as regular cloth packing is included in the estimate.7. It was the carrier and Apollo who were NOT willing to work with us. We offered the following:a. Leave behind some items like Chest of Drawers, Wall Hanging Pictures, that the carrier was charging a lot to pack and would occupy more space (even though regular cloth packing was included for these items). They did not reduce the price forpacking.b. We asked that they use the regular cloth packing, as promised, for items like the TV Stand, Chest of Drawers, Wall Hanging Pictures etc. and that we are willing to sign a waiver if the items broke as we did not want their expensive packing. They were not willing to negotiate.The exact words from the carrier (his name is Tim or Tony) was “Make a decision fast, if you don’t want it, we have a lot of other customers.”Apollo held our $500 as ransom. Apollo and the carrier were not committed to providing good service. They are not committed to providing good service as they already have a deposit of $500. At this point they have nothing to loose. In fact they get to keep the $500 deposit.Is this how Apollo makes money?Is this how Apollo pays its employees?Is this how Apollo does business with their customers?Hiding behind clause of the agreement. Try to provide better service and be more committed in delivering as per the set expectations.Apollo and the carrier wanted us to pay $2200 more than the initial estimate of $1372. We are afraid they would charge us more at drop off, we do not want to take any more chances.We request that our initial deposit of $500 be refunded as the service was not fulfilled. Customer did not cancel out. Apollo and Carrier were treating the initial deposit of $500 hostage. This is a business ethics issue. This needs to be stopped.[redacted]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:

This is not a satisfactory response. They referred me to a bad business who overcharged me by a very large amount. This business also failed to bring my goods that I needed and had difficulty replacing.  This business failed to respond to my claim of missing and damaged goods and closed. This was not in accordance with Apollo's promise of good faith service. Apollo took my 1000 dollars and considers their responsibility in referring me to a bad business closed.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize for the clients need to file a claim they will be sent a claims form and reimbursed per the insurance included in their moving service. We try to be as punctual as possible but in a trucking industry mechanical failures happen.