Ellsworth Motel

Thank you for the opportunity to answer once again client's concerns and complaint!Let me start by saying that the husband of [redacted] , namely [redacted] has accepted our proposal, has agreed that Prisma is of "No default" and has accepted to proceed with the shipment to France Cargo was initially placed on Hold after client's request "Not to ship" the cargo until the dispute is solved! [redacted] ANN Burroughs sent also a Wire transfer for their full balance that reached our accounts on February ***, 2016, thus resolving the situation.We have been in constant communication with client and his representative ( [redacted] ) since early December trying to assist client with his claim and volume dispute.Let me answer some of the key points as summarized below I have copied from clients complaint 1/ Prisma CS should have had this number (53) up front on there shipping details and seen the problem from the beginning.We have created an Inventory of items which stands as the actual one This was created at the day of the Pickup INVENTORY ATTACHED TO THIS ANSWERTHERE ARE NO ADDITIONAL ITEMS Client claims that we added pieces to his shipment in order to raise the volume The answer has been submitted to client We LABELED the Skids/Pallets of the shipment as follows: 1st Pallet out of 3, 2nd Pallet out of 3, [redacted] Pallet out of 3.Client assumes the following: 1st Pallet out of 3, 2nd Pallet out of 3, [redacted] Pallet out of --> he trasnlated as ++= add them to 69, therefore concludes that we have added items more!!!! That's totally Wrong!!!! 2/ Prisma CS should have estimated the volume picked up in the presence of my wife on Dec ***Our Estimate of the Cargo was very close to the real one, specifically we calculated cubic feet The port authorities measured cargo in Los Angeles to be cubic feet.PORT RECEIPT WITH ACTUAL MEASURES ATTACHED 3/ My wife during the pick up by the driver had to re-stick the ID tags (blue tape) on boxes since these were poorly afixed, probably because the driver was in a hurry to go to another pick up site.We always label the boxes/items and pallets Client is also free to use its own labels as well We don't see any problem here! 4/Prisma CS is un-available by phone, and correspondence is answered at the rate of about once a weekThis is incorrect! We've spent hours on the phone and tens of emails with both [redacted] .5/Prisma uses mutiple sub-contractors and these use others themselves making the whole process quite opaque, poorly manageable, and difficult to standardize.Another invalid claim! There is only subcontractor here and that is the Shipping Forwarder/Line it self (RoseContainerLines) & if you wish the receiving terminal in LA (AZ Warehouse) which accepts the shipment before consolidation There is no other way of shipping an LCL shipment Cargo has to be consolidated with other shipments going to the same destination Everything has been explicitly explained to client We ALL use the same Forwarders and Vessel Lines in the industry.PRISMA CARGO DOES NOT OWN ITS OWN VESSELS WE LEASE SPACE ONTO VESSEL LINES [redacted] complains that the Line is a subcontractor! How we are supposed to ship across the ocean without hiring a major Line/Container Co [redacted] ?Sincerely, [redacted]

[redacted] has been delivered on January***Please be advised that besides the fact that shipment was delayed there were no damages and client was satisfied with our counterpart in Germany as well he left us good reviews at the pickup, Best, Pam

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: [redacted] has NOT returned my deposit of COP $3,000,despite what the Prisma customer service agent who wrote the response has said [redacted] told me they would hold it until they received payment from Prisma I have written to [redacted] repeatedly about the deposit and am not getting adequate responses [redacted] is implying that, either due to delays in payment on Prisma's end or other complications for which Prisma is responsible, I will lose this deposit In order for the Revdex.com to appropri***y process your response, you MUST answer the question above Sincerely, [redacted] ***

Dear Revdex.com agent/Resolution center, Revdex.com COMPLAINT ID: [redacted] Thank you for the notice below and hereto find please our answer to this complaint: For nearly two months and currently, we are working with FMC and its mediator [redacted] on this case and hopefully we will have a reasonable outcome soon [redacted] contacted FMC and apparently wishes his claim to be handled by them We expect that FMC will interfere and will chase [redacted] and its counterpart in Germany that billed all the landing charges We do believe that the below conversation is totally unnecessary since FMC has taken over, however I will happily provide you with an update on the current situation As discussed with FMC and its mediator [redacted] , we wish to involve the Freight Forwarder on a relief plan and we hold them liable for the delay occurred and all extra charges accrued in Germany I have attached the Bill of Ladings, Master, House and Invoices from [redacted] Prisma Cargo has cooperated and thoroughly provided any information asked by FMC and [redacted] We have also made a proposal to FMC and suggested a Full or Partial reimbursement to [redacted] (amount to be discussed), we only wish to see the party that billed the charges and benefitted to offer a substantial relief amount We seek reimbursement for [redacted] of the following charges: STORAGE Amount billed DEMURRAGE Amount Felhtracht billed Euros for missing Trucking appointment due to release issues! I have included below parts of our conversation with the FMC mediator We hope that the same communication has reached [redacted] “none of these fees in the Invoice are assessed by our company (Prisma Cargo Solutions), nor we could have foreseen such port fees applied They are all calculated and assessed by German customs, local terminal for the THC and by the truckers” “our Freight and Bill of Ladings are on a pre-paid basis with all carriers, hence paying the ocean on time is our priority For Germany we do Express release, thus Originals are not required and the Lines will not hold the cargo It is very common also that despite prompt payment, the transaction might not be recorded properly by carriers (accounting, receivables) or funds are not traced within the several departments, thus valuable time is lost in the release process loloNow this bill is shown as fully paid in our systems The NVOCC (Freight Forwarder) is ***/ [redacted] and it seems that the problem starts from them Prisma Cargo Solutions did not put a hold on this container I’m looking to find out if this container was placed on hold by ***/Vanguard and what is the date of the release” “As per the attached and the Vanguard arrival notice and Invoices: Container sailed: [redacted] Container Arrived: [redacted] *days of Transit to Bremerhaven, Germany As previously advised, we sometimes choose to use an NVOCC for our shipments [redacted] is one of the main consolidators that we use in the industry! Of course we use many others like Troy, Rose Container, Shipco etc or we ship directly with the SSL’s We are using [redacted] services I would say approximately years now we have a 30-day credit on FCL loads and 30-days credit on LCL loads I’m pointing out the fact that we have credit, in order to justify that there was absolutely NO reason for Vanguard to place a Hold on this container, and thus creating this mess! We consider a 16-day transit a very short period of time in ocean shipping where shipments can arrive shorter than expected and payments cannot be executed immediately! Invoices can take days to be received from our offices, then our Accounting might be backed up with work, then approving bills and passing them for execution can take a few more days and finally completing a Wire also can take anywhere between 48-hours to post this transfer was executed immediately after container’s arrival and BEFORE we went above our credit terms! We are very sorry that [redacted] had to pay the outstanding balance of 2,EUROS I totally believe that Vanguard’s attitude was arrogant and unprofessional! The 2, could have been avoided on its greater portion (if not all) if Vanguard had shown the decency to release the container to our Consignee agent (Navtrans) upon container’s arrival, on September *** From our communication with our destination agent and as per the emails I’ve sent you, Navtrans tried to expedite, they absorbed several fees in order to keep the amount on low levels (see email from [redacted] ***) and they notified us immediately of the hold! Unfortunately for us and [redacted] it was already too late! The container was already on Demurrage! Prisma’s Proposal: We would like to hold [redacted] liable for this issue and for the fees that [redacted] had to pay in Germany We leave out the Euros THC + Admin fee which were more or less anticipated and [redacted] was informed in advance – see our Service Agreement, our sales stuff communicated to him about the destination THC(there is a THC in every port of the world ranging anywhere between 200-Euros) Please also note that we specify that our Service excludes THC/NVOCC at destination and [redacted] was aware I can forward you our Service Agreement if you want to review it We would like to know if you can contact Vanguard to claim a refund for [redacted] All relevant port fees should be reimbursed by them Specifically: STORAGE Amount billed Navtrans DEMURRAGE Amount Navtrans Felhtracht billed Euros for missing Trucking appointment due to release issues! All Invoices are created by their counter office in Germany Prisma had nothing to do and we didn’t bill or collect any amount on their behalf Lastly, Prisma Cargo out of good will, is willing to be included in a kind of a relief plan & amount, only if [redacted] accepts its fault and agrees on a reimbursement towards [redacted] ” Attached files – Should you have any more questions, please do not hesitate to contact me Best regards, Alex ------------------------------------------------------------------------ Alex M [redacted] - Operation Manager Prisma Cargo Solutions, LLC Primal Relocation Leadership [redacted] Phone ###-###-#### Fax ###-###-#### [redacted] FMC License [redacted]

Dear Revdex.com, [redacted] complaint has been handled by the Federal Maritime Commission, who appointed an investigationOn April [redacted] the issue has been closed/resolved by the FMCClient should have received a notice from [redacted] .All matters discussed with CADRS staff are confidential and subject to the same confidentiality provisions as administrative dispute resolutions pursuant to U.S.CExcept as specifically set forth in U.S.C574, neither CADRS staff nor the parties to a dispute resolution proceeding before CADRS shall disclose any informal dispute resolution communication.We highly recommend [redacted] to contact FMC as our regulator if he still has questions.Please do not hesitate to contact me,Best regards,Pam R***

Dear Revdex.com, Please be advised that Prisma did an excellent job for [redacted] delivering without damagesThe only problem is that [redacted] is an impatient person and could not wait day for answer and was harassing us with his calls using offensive words like [redacted] We did not record his offensive calls, but we do have email exchange like this one attached were he uses the word [redacted] on several occasionsAlso attached is a screen shot showing emails I sent to [redacted] every day or other dayMy colleagues would send more emailsHe is a bully personPlease see attachmentAlso he is a liar when he says that we were not caring about his shipmentHe himself said on January *: " [redacted] " and we did pay attention to his shipment a lotFor this reason we find that his statements are exaggerated and untrueBest,Pam

According to our records, Prisma Cargo Solutions paid [redacted] and [redacted] received his belongings as well as his deposit for insurance backBest, Jennifer

Dear Revdex.com,we find that Prisma Cargo services has been misrepresented by client.As you can see from our previous attached invoice, we did pay international agent on timeSo this is not the reason of agent holding onto the deposit.We contacted today [redacted] and they stated they are in the process of returning the deposit, please see attached screen shot of email with email exchange.As mentioned previosly deposits are sometime required, but are returned at completion of delivery.Best, Jennifer

Dear *** ***, Revdex.com agents,Thank you for this notice! We are a bit surprised to hear about this complaint, since *** *** *** took his time to decide whether he wants to ship his container to the Port in India or upgrade into a Door-to-Door Service!! His container was in
transit and he was still considering changing the routing. At the end he dropped the Door-to-Door service because he wanted to select a more "economic" service and avoid paying for the destination costs. When he finally decided to ship only the the Port of *** ***, India we had to do a last minute change in the Bill of Lading, in order for the shipment to be properly consigned and avoid any penalties or delays at destination. Bill of Lading was revised and sent to *** *** *** more than weeks ago!In regards to the payment claim!! I have attached proof of the payment and Wire confirmation from *** *** ***.... see attached please. Payment was executed and debited last week: January ***. All agents, freight & ocean is fully paid and we have a confirmation of "Release" obtained from the Vessel Carrier. Important Timeline:Payment wired to Carrier/NVOCC: January *** (See Attached)Container arrived in India: January ***Carrier/NVOCC: confirmed receipt of payment & Release on January ***. We do not agree with *** *** claim and as described above, because *** *** rejected our offer to ship Door-to-Door (he wished to handle the destination with his own people/agent in India- as per his emails to us), Prisma Cargo will not be responsible for any destination fees, port charges or possible delays occurred!I hope this is understood and *** *** will drop his accusations! Thank you for your consideration! Please do not hesitate to contact us if you have any questions or you need additional information for this shipment.Sincerely,Alex M***Prisma Cargo Solutions, LLC

*** * *** *** moved from USA to Colombia Prisma did paid our
international agent *** please see
proof of payment attachedWhen container arrived we sent all documentation to
our international agents who started custom clearanceOur colleague Sergio
C*** was in touch with
client and agentShipment was delivered to client
beginning of October and deposit was returned to clientSecurity deposits in
Latin American countries as well as in some part of Africa are procedure
and are not related with payment to our agentPlease let us know if after
delivery is any other concern we need to addressBest, Jennifer Customer
Service Department

Dear Revdex.com,thanks for mediating between us and ** *** ***.We do apologize for the lateness in paying this invoice, howeverWe find that this complaint is not fair because we have already promised to pay ** and mail them a check.We did receive the invoice and we are in corrispondance with **
Expedited who called us last week in regards to the pending invoice and talked to our colleagues.We promised ** Expedited to mail them a checkYesterday a check #*** was mailed to them via *** Expedited should receive it by the end of this week the latest.Please let us know if there is anything else we can do for you.Sincerely,***

According to our agent in Europe shipment has been delivered on September **Client maintains that her kids helped with the unloading, while agent says that it was not the caseAlso client wanted agent to open all boxes while this is not part of our agreementWe do reassemble furniture, but we do not open boxes with books, clothing and kitchen items, we only put them in the single roomsRegarding charges from the port: X-Ray and Demurrages those are executed by custom authoritiesWhile we understand client frustration in paying the additional charges we are powerless in avoiding those, since it is out of our handWe are aware of the delays and are deeply sorry about all this, however for the custom charges we find that we are not responsible for itBest, Jennifer H*** on behalf of Pam R***

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 want to mention that since august **, 2015, we received no update at all, whenever by phone or email, about our shipmentThe day before the delivery (i.eSeptember **, 2015), a guy from Great Britain gave us a call to say that the delivery can be schedule for the day afterso more than month after the last contact with someone from Prisma Cargo, and two week and a half after the scheduled date of delivery (august **, 2015)it's not professional at all. I have paid for a full service, meaning a delivery with a appropriate team of persons (as a example, they were persons for packing our things and furnitures in NY) + unpack all packages for inspection + reassembling furnitures + insurance service.The delivery person was alone, so we had to do it with him, even if we paid for that servicethere were exactly box and packages, and some of them were very heavy.The delivery person wasn't in charge of the unpacking process and refuse to reassemble our furnitures, so we had to do it by ourselves, even if we paid for that service.The delivery person left before the inspection of package was finishedand we found several things that were damaged, particularly in our wedding dishes and small art sculptureWe paid for an insurance and we sent an email to Prisma Cargo, but we never received the form to be filled for the insurance.At this time, we ask for a partial refund (a minimum of 30%) for the service that wasn't done, for the insurance we have paid for nothing, and for the delay because during about weeks and a halt we had to sleep on the floor with our children.It's a shame that Prisma Cargo doesn't recognize the lack of services and the lack of update, and all consequences due to the way they treat us; and it's a shame that Prisma Cargo just pretend every thing is clear now as the delivery finally occurredwe pay for a mission and that mission wasn't correctly and promptly assume by Prisma CargoFor all those reasons, we wait for a partial refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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: This is totally wrong!!After weeks of multiple faxes, emails we have slowly advanced in solving the problemThe shipment was photographed by the Prisma CS sub-contractor at the wharehouse in an attempt to invalidate our dispute, but these photos show the real problem :there are items in the shipment they claim to be ours but the inventory at piin presence of my wife and countersigned by the drive and my wife lists only There are thus items that are not ours in this shipment shown to be on pallets. Who do the extra items belong to ? Someone else out there has lost their shipment, and what is this shipment : since it is not inventoried the nature or destination of these items is unknownWhat we have said since the beginning is all true : THERE IS A SERIOUS PROBLEM HERE !This is all due to poor management and un-standard practices1/ Prisma CS should have had this number (53) up front on there shipping details and seen the problem from the beginning2/ Prisma CS should have estimated the volume picked up in the presence of my wife on Dec ***The truck driver can easily do this by checking how much of his hold is taken up by the cargo, or by using a hand held volume scanner 3/ My wife during the pick up by the driver had to re-stick the ID tags (blue tape) on boxes since these were poorly afixed, probably because the driver was in a hurry to go to another pick up site.4/Prisma CS is un-available by phone, and correspondence is answered at the rate of about once a week5/Prisma uses mutiple sub-contractors and these use others themselves making the whole process quite opaque, poorly manageable, and difficult to standardize.Yours, *** *** *** and ** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Revdex.com,thank you very much for mediating between us and our client.there was a delay in delivey *** and *** *** shipment indeedAs client mentioned in his complaint part of it was that there was a custom inpection and custom hold causing demurrage costs in EuropeHowever as of today
September *** we received confirmation that the shipment was deliveredSincerely, Jessica- Prisma Customer Service Department

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]
Thank you! I'll close this case as soon as I receive the check.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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:
This people at prisma cargo are absolute liers.they first signed contract and collected entire amount and failed to give shipper on time as per their response as they paid after ship reached on ** ** and it was misdirected to wrong final destination and held us like a hostage and made us pay for transport charge .this was a scam and wrong advantage of someone by puting them in a bind .they are *** and this was a fraud and I have full desire for legal action .mental stress on top of financial cheating is not pardonable
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Below is the response given to Revdex.com Complaint # *** by Prisma Cargo Solution: Our apology directed to the consumer: Thank you for notifying us of the consumers complaintWe strive to provide them with the best possible service, and when they feel that it fails to meet their expectations, it's
important for us to knowWe're sorry that they received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that their experience has caused themTo ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we've notified the proper department of the complaintWe do apologize to the consumer for the inconvenience of Brad not being part of our organization and for the delay and confusion that this might have brought to that specific consumer as well as to any other consumer that had Brad for a representative or sales personnel. As you can understand the nature of our business we have trained the sales rep accordingly but some seem to stray away and compromise the organization with promises and read between the line sort of thing and that is one of the many reason why we had to let Brad go. As a result to the replacement of Brad we had to piece all the orders generated by him and get them in the right track hence one of the reasons why the small delayThe coverage taken does only cover the stolen and lost item but we have forward you to our claims department where a full evaluation of the damages will be done and taken into considerationAs far as payment is concerned, whenever a consumer does ship more items then the ones that are listed we have to charge for the extra. Custom Cleareance charges were needed to be paid and not included in over all pricingWe are trying to rectify some of the situation and have you go thru our claims department so all the issue will be taken care of. We also see that you are in the final stages of the evaluation and/or resolution to your complaintsTheir patronage is important to us, and we hope that they continue to give us opportunities to serve themThank you again for bringing these matters to our attentionSincerely, Brian S*** Customer resolution specialist

Thank you for contacting our company, Please note that the container of *** *** *** arrived, cleared customs in Mexico city and was delivered to his door on August ***. It is very surprising to see this complaint after such a long time and since the container
and the delivery to his Door has taken place. All parties involved are fully paid including *** (the destination agent in Mexico). *** is fully paid, otherwise they would not have delivered *** ***’s container. See Attached confirmation of payment executed to ***, Mexico At first, let me say that the shipment is full released from our side and it has being delivered to his residence. Let me please briefly take a moment to explain the steps taken, the action and the excellent service provided Before Signing an Agreement with Prisma We offered a great rate, information about our company and provided customer service by explaining our Services and the IntlShipping industryWe answered by email or phone all his questions or concerns. We have done everything possible to smooth this process and we customized the Service based on clients needs and Budget. We have explicitly described our service and provided transparency on all costs. Our Sales Team was in communication with *** *** *** since early June. While At Contract and Before Moving We communicated often with *** *** *** in regards to his upcoming move. We described again the exact service and what he was supposed to expect during the packing/loading date and afterwards. *** seemed to have understood the Service pretty well and he was happy with our company so far . We confirmed the date, time, address and we scheduled everything on his requested pickup date After Loading and Shipping We kept *** *** *** constantly updated, we sent him regular reminders, information and a Tracking link to trace his shipment and we kept him all the way informed until his shipment arrived in the Mexico city, Mexico Attached- Proof pay payment to *** Have a great weekend! Best regards, Alex

Thank you for your contacting our company.   Our records show that this shipment has arrived at destination and has been delivered already.  We apologize for any delay in transit.  As expected sometimes and explained in our Service Agreement,  the total transit time varies...

depending on country of destination and port of arrival.  A lot depends also on the Local Customs processing and how strict they are.  The total transit is also affected greatly by the taxi related delays, weather issues, Line holds or port strikes/issues,  hence the best we can offer is to educate our clients  of all potential problems  and provide a range or an estimated arrival time,  for instance 4-6 weeks, 6-8 weeks  from origin to final destination.   We are always glad when shipments are finalized,  which fulfills on its entirely our Door-to-Door commitment.   Let me please briefly take a moment to explain the steps taken, the action and the excellent service provided.   Before Signing an Agreement with Prisma We offered a great rate, information about our company and provided customer service by explaining our Services and the Intl. Shipping industry. We answered by email or phone all questions or concerns.  We have done everything possible to smooth this process and we customized the Service based on client’s needs and Budget.  We have explicitly described our service and provided transparency on all costs.  Our Sales Team was in communication with this client since early 2015.  As mentioned above, we cannot predict any upcoming delays, therefore we can only foresee what is standard in our industry and can provide a range of 6-9 weeks of delivery time.    While At Contract and Before Moving We communicated often with client in regards to her upcoming move.  We described again the exact service before picking up her goods.  Client seemed to be very well informed and had understood the Service pretty well.  We confirmed the date, time, address and we scheduled everything on her requested pickup date.   After Loading and Shipping We kept client constantly updated, we sent her regular reminders,  information and a Tracking link to trace her shipment  and we kept her all the way informed until her shipment arrived in the Switzerland..   We are always glad when shipments are finalized,  which fulfills entirely our Door-to-Door commitment.   Hope this is appreciated!   Should you have any more questions  or concerns,  please do not hesitate to write to us  or contact us at our Main office:  [redacted]   Sincerely, Alex M[redacted]  -  Operation Manager Prisma Cargo Solutions, LLC Primal Relocation Leadership [redacted]
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