EBA Engineering Consultants Ltd

We apologize to the customer for any inconvenienceDue to the nature of the moving industry, the carrier did run into delays such as traffic, weather, and other customers loadsAs per our notes the carrier was willing to compensate the customer for the delayWe 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 carrierThe customer can give us a call at [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: [Your Answer Here] Again Apollo relocation services has failed to do what they said they were going to do. They said the matter was turned over to a manager and that the manager would be in contact with me by telephone. None of this is happened this is simply another way for them to get around the law. Therefore the solution to this problem has not happened yet, nothing has happened yet so there is no way I could possibly be satisfied with the solution. Apollo Relocation is simply tryingto get the RevDex.com to believe they are actually doing something about this matter when in fact they are doing absolutely nothing and their actions prove as such In order for the BBB 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: [Your Answer Here] This customer did not reject the service The driver immediately walked in the garage and told me I was going to pay extraThere were other items stored in the garage , which I explained to the mover were not being transported by themHe what assumed was incorrectHe refused to go through the inventory list of items to be movedMy daughter and I offered several times to walk through the inventory listHe refused, was rude and unprofessional and drove off 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: The last response to the BBB from Apollo Relocation Services stated they were going to discuss this matter with their managers since 365 Movers, the moving company they brokered my move to , was being uncooperative & unresponsive. 365 does not answer their phone nor emails. Please keep this case open until it is resolved. I had requested Apollo Relocation pay my claim directly since I had originally contracted with them and paid them a deposit. Apollo also told me they would not broker out my move since it was on the east coast. Thank you for your cooperation [redacted] *** [redacted] In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

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

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 accountWhen I spoke to Seth, one of the supervisors, he told me the credit was requested, but then deniedHe gave me no indication of the amount nor the reason for the denialI'm requesting the $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 movingAfter 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 & tapeI understand the need to charge me for extra cu ft, but I thought that everything I listed was included in the revised estimate on 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 $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] ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:This is the same answer we get each and every time....we did not sign off that all items were accounted for...the driver counted boxes and they were the right amount of boxes but they were opened and re tapedWe wanted to go through them but I have a broken back and wanted to take my timeThe driver said he had no time and if we didn't sign he would take the boxes and store them at our expenseI asked that t his company return my money immediate ly since when I opened the boxes we found things were missing...as for listing every item we were told that was not necessary so we listed various household itemsThe suits were Brooks brother suits tha t were brand new and $a piece.tired of going over same stuff...this compa my has scammed several other people and I demand something be done to put them out of businessThey refused to follow le a claim.over in merchandise is missing and we will not stop asking for our $$ until the pay us or go out of businessThey think we are going away but we are not....if they continue to ignore us the attorney general with be notified and we will also will be filing criminal charges.please do something to protect the public from these lying crooks.had enough of this !!*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Our carriers do their best to deliver the goods as quickly as possibleLong distance moves do take time and that is disclosed on the paperworkEstimated time frames are clearly stated and on the bill of lading contracts from the day of pick up it also indicates that the carrier has up to
business days to complete interstate movesOur estimates also clearly indicates that glass and fragile items will need to be packed and unless that packing is specified the client will be charged accordingly for packing materials and laborThe client is responsible for reading and understanding the quote prior to electronically signing it

We apologize for any inconvenience to the customerHowever our cancellation policy is stated (3) times on our contract before a customer electronically signs and agrees to itPlease take a look below;Deposits are 100% refundable with No Cancellation Fee or Additional Charges for moves cancelled
outside seven (7) business days (weekends and federal holidays excluded) prior to the first estimated pack or load dateI understand that deposits are non refundable for moves cancelled, reserved, or placed on hold within seven (7) business days (weekends and federal holidays excluded) of the first estimated pack or load dateAdditionally, cancellation policy will apply to the earliest estimated pack/load date in the event a date change is requested by clientAll cancellation and refund requests must be sent in writing via e-mail to *** Cancellation requests sent to Apollo Relocation Services Incafter business hours (6:PM EST) will be considered received on the following business day

We apologize for any inconvenience to the customerHowever as per our dispatch notes, the customer advised us that she was cancelling the entire moveIf the customer chose to go forward with a move it was not on behalf of Apollo Relocation Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I did not have anything extra the day of the moveWhoever was doing the space estimation, severely underestimatedI am not to blame for the extra spaceHalf of my things were delivered on 7/**/but half of my things were somehow left behind back in New JerseyAccording to your contract you have from to days to deliver, nothing says up to daysIt is now 7/** and I still have not received the other half of my deliveryAnd wherever is supposedly says "up to days," well it's been over days! I don't understand how the people working for this company can be so ignorantI don't think they would like it if it took over a month for their things to be deliveredI want my money back The contract says "estimated time of arrival is determined by many factors such as traffic, weather, mechanical and any acts of God." Well none of these reasons supports half my things being left behindGod isn't incompetent like the people at this companyIf the rest of my things are not delivered by Friday July *** 2015, which is business days after my stuff was picked up on June **, I will need my money back and expect my things with it
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Apollo Relocation Services, Inc. regarding complaint ID ***.I have called repeatedly but only get a voice mail that they will get back to me.Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I don't believe Apollo relocation services is going to do anything to resolve my complaint and refund my deposit
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The estimate was given in good faith by Apollo and on move day the client required more services such as packing and had more items to ship therefore they recieved a revised estimate which they signed agreeing to the new cost for the serviceNo contract was ever voided, the service was provided and
proper protocol was followed

We apologize any inconvenience to the customerUnfortunately due to the nature of this business events such as traffic, weather, and other customer's loads, cause delaysThis was the case for this customerHowever the customer has been compensated and made aware of thisIf the customer has any
other questions or any issues the customer is always welcome to give us a call at ###-###-####, Thank you

We apologize for the inconvenience there may be to the customerIt is a completely statement to suggest we change our delivery spreads in our contractsThe contract has always been and has remained with the same delivery spread of 1-business days since this the time allotted by DOT
regulationBecause of DOT regulation, that contract cannot and is not changedOur employees do not have access to change details of the terms and conditions of the contract, only moving detailsAll of our practices, terms, conditions, and policies are explicitly written out in the agreement and must be checked off that a customer had "read, understands, and agrees" to the termsWe advise the customer to reach out to our office and speak to a customer care rep that can further assist them in their delivery process

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Attached is my call log that shows how many times I've tried to reach Apollo Relocation Services at ###-###-#### and ###-###-####It was during business hoursThose calls did not even ring, there was no automated message asking me to stay on the lineWhen I dialed the number, the line did not ring, but instead a message said the line with extension is not available and that I may leave a voice message. I had no problem getting a hold of someone up until I signed the contractI could not get a hold of anyone after I made the depositWhen I called AFTER receiving the email from Sara, phone just magically rang and I was able to talk to a real person within secondsI could tell this follcommunication was not a result of my voice messages I left the night before because she didn't even know I left themShe just transferred me to someone else the moment she found out I was not interested in moving forward with the project.When I got transferred to a customer service representative, I was cut off mid-sentence multiple times during conversation, he said he does not understand what I am saying and that it is the most ridiculous thing he has ever heardHe said my claims are fraudulentI said I've had a very bad experience with the company so far and that I absolutely feel obligated to leave feedback on websites for others to see, and he called that extortionI was having a hard time keeping a steady, calm tone of voice throughout the conversation because it was very stressful and I feel like I was getting attackedThese are all his words, and can easily be verified by Apollo Relocation Services providing Revdex.com and me a copy of the recorded conversation, if it was even recorded like the representative said it wasHe said sometimes the company gets high volume of calls and that I just have to wait longerI said it didn't even ring and that it just went to automated messageHe then said that's because I was placed in a queue and that's why we're having conversation to see if we can move forward with the projectI asked if he recalls anything I said in the voice messages, he avoided the question and kept asking if there's anything he can do to move forward with the project.Again, if I had known this is how I was going to get treated, I would not have paid a pennyIf Apollo Relocation Services was the only moving company on the planet and the representative I talked to was the only employee, I would have much rather sold all my stuff on ***, pack as much as I can in my car, and driveI can see that Apollo Relocation Services keeps bringing up the contract terms, but this has got to look like an obvious malpracticeThe way I was treated should never happen to anyone, what if I was going through a tough time in life or depression or something? You could seriously ruin someone's day with the way I was treated.I was not expecting some super fancy, catered customer care as if I'm some kind of loyaltyI just wanted to be treated with respectI swear by all the things that have happened during my interaction with Apollo Relocation ServicesMaybe the people I have dealt with were a couple of bad apples among a whole bunch of nicer people who work at Apollo Relocation ServicesMaybe this doesn't happen to other people at all, and this really is just a one-off scenarioWho knows, I'm just someone who had a bad experience with a company
I would really appreciate it if I can get my $deposit back
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

As requested, attached is the Bill of Lading with all final costs that was signed by the customer prior to their moveIf the charges were not acceptable to the customer, they are advised to not sign for the charges or let the movers load their itemsAs for the claims form, the customer must submit the claim themselvesThere is no claim form from us, instead they must file the claim with the insurance company directlyThe claim process that was provided to us by the insurance company is as follows:To start your claim/complaint process, please go to the website ***When entering our site, click on the >>> FILE YOUR MOVING CLAIM / COMPLAINT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I gave Apollo the correct inventory list, EZ Movers stated Apollo did not account for the pieces that needed to be dissembled, thereby requiring more space in the truck. I specifically, on separate occasions, asked Apollo if their quote was correct, each time they responded yes. EZ Movers told me my list was correct, that Apollo was at fault for not taking into account the glass and pieces that needed dissembling I gave them the dimensions of my furniture and told them each time we spoke of the weight, glass and my concern for additional costsAdditionally, at no time did they disclose to me there would be the fuel cost, which was not addressed in their response. I still feel I am owed a refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The customer received the paperwork last weekThe customer confirmed with one of our representatives while she was on the phone that she indeed did receive it via email