Ellsworth Motel

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 $3,000,000 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[redacted]y process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] has been delivered on January[redacted]. 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

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: 1. STORAGE Amount billed  949.20 2. DEMURRAGE Amount   600.00 3. Felhtracht billed  680 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 [redacted]/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]   *16 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 5 years now…. we have a  30-day credit on FCL loads and 30-60 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 48-72 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 2,757.70 EUROS.  I totally believe that Vanguard’s attitude was arrogant and unprofessional!  The 2,757.70  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 [redacted].   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  373.50 Euros THC  + 155.00 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 200-400 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: 1. STORAGE Amount billed Navtrans 949.20 2. DEMURRAGE Amount  Navtrans  600.00 3. Felhtracht billed  680 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]

In regards to [redacted] damages, last time we spoke he filed claim for damages with insurance. I have contacted the insurance company to know about the status and they are aiming at an answer in 10 days, Please let us know if you need additional information, Best regards, Pam  ...

---------------------------------------------- Pam R[redacted] International Sales Department- Prisma Cargo Solutions, LLC [redacted]

Revdex.com:
After reviewing this case, it is obvious that Prisma has no idea on how to treat their customers or have any respect for them. With that being said, this complaint is going nowhere and is frankly a waste of time, so I'm closing it. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is at a stalemate.
Sincerely,
 
[redacted]

Dear Revdex.com,[redacted] complaint has been handled by the Federal Maritime Commission, who appointed an investigation. On April [redacted] the issue has been closed/resolved by the FMC. Client 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 5 U.S.C. 574. Except as specifically set forth in 5 U.S.C. 574, 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[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:Attached you will find the demurrage and the port Invoice from Vanguard. Also, the email (CMA CGM...) where Vanguard wrote, that the reason for storage is: outstanding money from Prisma in the US (he wrote it in german but you can see also a picture from their system). I had to pay a lot of money to release my own stuff and now after nearly 5 month later - I have no solution because Prisma says it is the fault from Vanguard. I would accept a check from $2,000 from Prisma to find a last point.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],thank you very much for your email.Please be advised that all port fees at destination are not included in our agreement. The port fees at destination includes as you mentioned THC, port handling fees and any other fee that the port charges over there in [redacted]. The $410.00 is not a...

charge that we are collecting from you, but it comes from the [redacted] local authorieties.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. However, I want to make some strong clarifications:- The complaint to the Revdex.com was filed on August [redacted], a week after the shipment had arrived to Mexico. - The shipment was held by [redacted] until August [redacted].- On July [redacted] I told Prisma that the payment to [redacted] had to be cleared before the shipment was released to me. I insisted numerous times via email and over the phone, and received no answer until August **, when they said that the payment had been executed, but they were never willing to give me any kind of proof of it.- Given the lack of response from Prisma, I had to send someone to visit Prisma's offices on August [redacted].
Given the terrible customer service and the 20 day delay on the delivery, I believe that this business should not be accredited by Revdex.com.
Sincerely,
[redacted]

Dear Revdex.com,this complaint is being handled by our claim department.you will receive an answer soon.Client went to the port to measure his items and found out that Prisma is right. Client has more volume. We are waiting to see if client wants to ship or cancel with Prisma.

THIS BUSINESS IS NOT Revdex.com ACCREDITED

Dear Revdex.com, Please be advised that Prisma did an excellent job for [redacted] delivering without damages. The only problem is that [redacted] is an impatient person and could not wait 1 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 occasions. Also attached is a screen shot showing emails I sent to [redacted] every day or other day. My colleagues would send more emails. He is a bully person. Please see attachment. Also he is a liar when he says that we were not caring about his shipment. He himself said on January *: "[redacted]" and we did pay attention to his shipment a lot. For this reason we find that his statements are exaggerated and untrue. Best,Pam

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] [redacted] ANN Burroughs sent also a Wire transfer for their full balance that reached our accounts on February [redacted], 2016,  thus resolving the situation.We have been in constant communication with client and his representative ([redacted])  since early December 2015  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...5  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 53 items which stands as the actual one.  This was created at the day of the Pickup.  INVENTORY ATTACHED TO THIS ANSWER. THERE ARE NO ADDITIONAL 16 ITEMS.  Client claims that we added 16 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 3  -->  he trasnlated as 13 +23 +33 =  add them to 69,  therefore  concludes that  we have added 16 items more!!!! That's totally Wrong!!!! 2/    Prisma CS should have estimated the volume picked up in the presence of my wife on Dec [redacted]. Our Estimate of the Cargo was very close to the real one, specifically we calculated 306 cubic feet.  The port authorities measured cargo in Los Angeles to be 289 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 week. This is incorrect! We've spent hours on the phone and tens of emails with both [redacted] [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 1 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] [redacted]?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:

 Revdex.com,dcfMy goods were picked up on November [redacted] and was given a 6-8 week period for delivery. I do accept that delays happen in transportation due to weather,customs, and other uncontrollable forces, but what I will not accept is that my goods arrived in the UK on December [redacted], it wasn't until after the New Year that Prisma Cargo Solutions actually paid the delivery company in the UK, VanPac. If they wouldn't have waited for over a month to pay VanPac, my goods would of actually made it to me before I had to leave Germany. Before the pickup, I told Pam that I would be in Germany from December December [redacted] until January [redacted]. My goods WERE NOT delivered on January [redacted], they were delivered on January [redacted], and since I had already flown out of the country, my wife had to take time off from work (use vacation time) to be there for the delivery. Also as I have said in the previous statements, there were periods of weeks that Pam refused to answer her work phone, or respond to my emails. I will say this again, one day I tried for 3 hours to call Pam and nobody would pick up the phone, so I called through [redacted] and she answered the phone immediately because with [redacted] she didn't recognize that it was my number on her caller-ID. I hung up from [redacted] and immediately called back with my cell phone and she refused to answer. The customer service experience was atrocious, and because Pam continuously failed to follow up with my account, that is the reason for the delay. So the fact that I was satisfied when my goods were picked up is 100% irrelevant because everything bad happened after that date.      
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 time. So 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

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:

Hello,   Thank you for the quick response, appreciate it!   I am rejecting the response made by the business, with the alongside comments. I made them in red next to the original reply.   “Below is the response given to Revdex.com Complaint # [redacted] by Prisma Cargo Solution: Our apology directed to the consumer: Thank you for notifying us of the consumers complaint. We 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 know. We'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 them. To 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 complaint. – I attempted to reach Prisma Cargo Solutions to find out what department this was, there is no such department in their company. This is an untrue statement. If they mean the company (3rd party company) handling the claim, then please read the comment below. We 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 delay. – If their staff was let go, or otherwise, they need to uphold the promises of said employee, or find an alternative solution that works for the consumer. Saying that they fired a bad employee is not going to make the consumer responsible happy. Furthermore, how does doubling the promised time equate to a “small delay”? I had to buy a $800 bed because I couldn’t sleep on the floor any longer. The 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 consideration. -  I have contacted their external vendor with all the necessary documentation and pictures. It has been roughly 2.5 months and I still haven’t received a status update, let alone a resolution. No one has even come to take a look at the damaged goods. Another false statement. As 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 pricing. – I understand, and this has never been a point of contention, just untrue sales pitch from the side of the company. We 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 complaints. – what do they mean by final stages of evaluation? I am guessing they should at least tell me what that means. Their patronage is important to us, and we hope that they continue to give us opportunities to serve them. Thank you again for bringing these matters to our attention. Sincerely, Brian S[redacted] – I called up Prisma Cargo Solutions to talk to Brian S[redacted], this person does not exist. How do they get away with this? Customer resolution specialist”     Grüße / Regards, [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 my representative is drafting a response to this wonderful answer by prism cargo .I do not accept but will take few days to draft appropriate response.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

Dear [redacted], Thank you for contacting our company!  I'm glad to hear that your container is about to be delivered to your Door in India. Please note that we have executed your shipment and your container has successfully arrived in India on January [redacted], 2016.  1. You have acknowledged receipt of container (as you state below) and you have acknowledged receipt of the Bill of Lading! 2.  We have also spent time in the past (December-January)  and have e-mails from you stating that you DO NOT wish to upgrade into a Door-to-Door service, but instead you want to keep it only  To-Port Service.  (Emails and offer exchanged with [redacted]). 3.  We also have e-mails from you stating and confirming that you wish your container to be handled by Your Destination Agent in India  and that you NO longer wish to use or hire Prisma Cargo....  therefore our obligation ends at the moment your container is discharged in then Indian port. 4. You refused paying the $125 fee to Prisma Cargo, for the Customs Clearance in India offered to you,  by replying once more that you and your Agent will be responsible  for the Clearance and landing costs.   I would kindly refer you back to those emails and the service you hired us to perform.  We offered you several times the option to use our Services at Destination or Upgrade your contract,  but you denied!   I hope all of the above are understood, Thanks for your consideration and best regards, Alex M[redacted] Operation Manager Prisma Cargo Solutions,LLC Email: [redacted]