Express Cargo USA Reviews (18)
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Express Cargo USA Rating
Description: SHIPPING MASTERS, CARGO & FREIGHT CONTAINERS, CONTAINERIZED FREIGHT SERVICE, FREIGHT FORWARDING
Address: 1675 York Ave Apt 31B, New York, New York, United States, 10128
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Review: I contacted Express Cargo to provide the service to ship my goods from Houston USA to UK - I had an estimate for the services which I accepted and PAID IN FULL on the [redacted] August. Hence this is a Contract-in-law - that was for a door to door service from Houston to Aberdeen (134miles from Grangemouth). At that time it was mentioned of the possibility of a change of addresses but we took the furthest distance as a start - ie Aberdeen Scotland.
On the [redacted] July a final address was given for [redacted] (61miles from Grangemouth ie closer, half the distance) and all paperwork/contract was SIGNED for that address - (Amendment to Contract - documented).
The shipping container arrive at Grangemouth on the [redacted] September. Express Cargo then refused to pay for the container to be transported to my house - they suggest they were not aware of the delivery address and thought it was just Glasgow - I directed them to the documented emails and Contract stating the final address.
In summary I had to pay £408 for the container to be delivered from the Port (Grangemouth) to my house - otherwise I would have to pay storage duty because Express Cargo would not pay.
I am discussed how I have been treated and in simple terms Express Cargo have NOT full filled the Contract and taken all my money. I want my money back immediately -Desired Settlement: They have NOT completed the Contract and hence in UK this is against the Law and if they were a UK company I would take them to court. I want a cash refund to the value of £408 for the services that they are Contractually responsible for.
Business
Response:
The customer's facts are mostly correct, except for 1 detail. Once customer decided on revising the final destination and submitted the final paperwork, they neglected to tell the salesperson that the rate would also need to be revised since the only active quotation was the one based to Glasgow. The documentation is submitted to the docs department who extracts data to issue the master shipping instructions to the shipping line, but is not compared with the active rate to customer as this would be beyond the resources of any freight forwarder. The revision must be between the salesperson and customer at time of any material change in service. Had the customer notified the salesperson that the city had changed PRIOR to the submission of the docs, he would have gladly revised the quotation as it only takes moments to do so and there is no reason for our company to not complete a revision when asked for by the customer. Once the delivery agent advised us that the customer's final address was well beyond the city that had originally been quoted, we advised them and customer that we would pay the vendor the original rate and customer would be responsible for the difference in mileage. Our company paid the exact fees that had originally been quoted to us by the vendor. Goods have now been delivered and shipment has been finalized.
Customer Service
Express Cargos USA
Consumer
Response:
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:
Addressing the detail raised regarding Express Cargo's internal communications. I am not willing to comment on their internal company structure and have no concern for their documentation traceability and I certainly do not accept that I am accountable for their incompetence. Moving along I just wish to list the FACTS:
All my correspondence from the time of payment, forms, CONTRACT ([redacted] July) was for [redacted] (FYI 16 miles outside Glasgow does not qualify as "well beyond city" and [redacted] Airport is 3 miles from Troon);
Review: We are shipping our household goods from Salt Lake City to Trondheim, Norway, with Express Cargo. We self-packed our goods in standard boxes (16 small, 6 medium, 10 large) and non-standard boxes (5 ski boxes, 2 bike boxes, 1 wooden box, 1 pallet with 4 tires). We kept record of box dimensions and contents, and the volume amounted to 153.7 cf. However, when we received an invoice from Express Cargo, it indicated that our goods were taking up 258 cf. We have called and emailed the company several times, and the only explanation they were able to provide was that when placed on a pallet and wrapped, goods can extend the original volume. When originally scheduling the shipment, we were told that the volume may increase by 5-10% due to dead space. However, based on our records and the received invoice, the volume of our goods increased by about 40%, which seems to be a lot of wasted space. Again, when contacted, Express Cargo was not able to come up with a viable explanation, nor were they able to support their invoice with satisfying documents (e.g. pictures, loading/packing evidence, etc.).Desired Settlement: We would like to either be presented with satisfying documentation showing that the volume of our goods indeed increased from 153 cf to 258 cf, or be issued a corrected invoice.
Business
Response:
Unfortunately, the report below is far from accurate. It was the shipping line itself that received the customer's goods and gave our company the measurements. After customer wanted to find out how this could expand by so much volume, our billing department replied with an explanation AND the actual measurements of each pallet straight from the shipping line's dock receipt. Customer was not satisfied with this information and emailed for further review on 6/**. Same day, an additional explanation was sent along with confirmation that our company requested photos from the shipping line along with a determination if repalletizing was a possibility. Below is the customer's response sent yesterday at 1:37 pm.
Review: My complaint is connected to contractual obligations, communication, and billing on the part of Express Cargo. In July of 2014, we hired Express Cargo for our move from Gresham, Oregon to Lippo Karawaci, Indonesia. Regarding the contractual obligations, we were quoted $3,777.00 and charged $3,850.00 (the increase had to do with a storage fee necessitated by the delivery truck arriving late to the pick up and drop-off point). As the quote and bill show, this service was for "door-to-door" service to Karawaci. After receiving payment for services, our Express Cargo agent, [redacted] became virtually non-communicative. When the agent in Jakarta first requested the original bill of lading, we had to contact the shipping line directly because [redacted] was non-responsive. Before our property arrived in Indonesia, the [redacted] contacted us and, after receiving our precise address, noted that shipment outside of Jakarta city limits incur an additional $250 delivery charge. She also made clear that her quote to [redacted] was only for delivery to Jakarta. Yet [redacted]'s quote to us was for delivery to Lippo Karawaci. In addition to this, failure to provide the bill of lading in a timely manner, which we had requested in advance of the arrival of our cargo in Jakarta, resulted in extensive storage fees in the port of Jakarta. These fees increased exponentially each week to the point that we agreed to pay the accumulated bill in order to release our goods, but not as an admission that the fees demanded were correct. As the [redacted] has shown, she only quoted [redacted] for delivery in Jakarta, but [redacted] quoted us for door-to-door delivery in Lippo Karawaci. [redacted] has told the [redacted] ([redacted]) that we are responsible for all delivery charges, but this is part of the contract. [redacted] has ceased to respond to e-mails, and, as of late, phone calls. In our last phone conversation (on September **, 2014), [redacted] acknowledged that there was a problem and that he would seek to resolve it. This included the promise of contact the next day and figuring out "how to reimburse us." Subsequent calls and e-mails [redacted] failed to answer.Desired Settlement: I would like Express Cargo to refund the $250 delivery charge that I paid for the release of my goods that was clearly to be covered by our contract with Express Cargo.
Business
Response:
Our management team has discussed the situation with our sales associate [redacted]. He explained that the final destination was outside the normal city limits for delivery. Because of this, the agent charged $250 additional. However, [redacted] recently emailed the customer and offered to reimburse him for the $250 amount disputed. We have not heard back to see how the reimbursement will be processed, but the offer remains open so this matter can be resolved. Thank you.
Customer Service
Express Cargo USA
Consumer
Response:
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.
Sincerely,
Review: I hired Express Cargo USA LLC for a door to door service from Austin,TX to Peru. My shipping arrived to Peru around June [redacted] and even I had been sending continuous emails asking about who was my delivery agent they didn't send me an email with that information. On June [redacted] I finally received that email with the delivery agent information but by that time the storage fee war running. The Storage bill is $435 and I have sent multiple of emails about a refund without a single response. Not only that, I have en email from Express Cargo to Moving System (Delivery Agent) recognizing they made a mistake in the container information reason why the Delivery Agent didn't get the information on time. The problem was originated by Express Cargo and I expect a refund of $435. Email from Express Cargo to Moving System: De: [redacted] [[redacted]] Enviado el: Lunes, ** de Junio de 2013 04:39 p.m. Para: '[redacted]; 'Customer Service - Express Cargo' CC: [redacted] / Moving Systems S.A.C.' Asunto: RE: [SPAM]Re: Express Cargo USA ectr-penaloza [redacted] This container was not consigned to you , it was directly to the customer by error We are trying to change the BL but we have to submit some forms and the carrier will try to change this with customs Hopefully the change won’t be rejected Can you work with the BL as is? [redacted] Express Cargo USADesired Settlement: A refund of $435 (Storage Fee)
Business
Response:
On 7/**, we responded directly to the customer and confirmed that the refund in question will be issued. Our response to him was made in a timely manner, yet he still chose to file a frivolous complaint even though we expressed full agreement. We have emailed him the conditions for the refund and simply await his response.
Customer Service
Express Cargo USA
Review: I have send several emails in regards to a missing box from my shipment from Colorado, USA, to Germany and been trying for weeks now to get a customer rep on the phone without success. I can't even get a response to my emails.I just would like to find out about the status of the search or if the company is even searching for the missing box as promised. Complaints we're send via email on 05/**, 05/**, 06/**, 06/**, 07/**, 07/**, 08/**, 08/** and 10/**/13 and multiple phone calls were made without success to get a customer service rep on the phone.Desired Settlement: I would like to have my missing goods delivered to my address in Germany.
Consumer
Response:
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.
Sincerely,
Review: I hired Express Cargo for a complete warehouse to door shipment delivery from their Los Angeles facility to my storage facility in [redacted] (Their "Warehouse to Door Delivery"). My contact, Sean J. estimated a 30-day delivery.
I've still not received the whereabouts of my shipment from Express Cargo incurring me at least one lost deposit; not even a communication to advise me if my shipment has left the originating port.
12-weeks after drop off on 06/**/2015 Globallog (the Customs and Port Agent handling my shipment) found my belongings, emailed me that it cleared customs but is denying release of my effects until a rare and random customs examination is paid of $385.27.
In an email to Sean of Express Cargo I reminded them of their warehouse to door obligations and to therefore forward the [redacted] invoice for processing as per our service agreement terms.
Sean emailed me back that because he had no control over these random examinations Express Cargo shouldn't be responsible.
The customs examination is rare but frankly out of my control as well so I'm just as innocent by Sean's same logic. He couldn't offer any written evidence of this exception to our warehouse to door service agreement and neither can I.Desired Settlement: My desired outcome is that Express Cargo processes payment to [redacted] so my items can be delivered immediately according to our service agreement. Upon delivery of my items, without additional charges to me, I'll waive damages I've incurred from Express Cargo losing track of my effects for months and the huge misrepresentation of their transit estimate.
My alternative and less desired outcome is that I'm paid the $385.27 to pay their agent, [redacted], on their behalf.
Business
Response:
This is not a valid complaint against Express Cargo as it is directly a customs issue overseas. UK Customs determined that the shipment in question would undergo an extensive examination upon arrival at port. It is not uncommon for this to occur on outbound shipments from Los Angeles, but once customs is involved, they have full authority to conduct as extensive an examination as they feel necessary. Our estimate to the customer included customs clearance, port charges and THC. All of these fees were paid for by Express Cargo. A customs examination is not included by any shipping company in the world because they are a random occurrence and can never be predetermined. We apologize that the customer is not satisfied with the answer, but we encouraged him to get a more detailed explanation from the shipping line since they would have received the exam notice and customs invoice for the entire container. Customer ServiceExpress Cargo
Consumer
Response:
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:
Firstly, this is an issue of a shipping service not completing their obligation. NOT a customs issue; UK Customs did nothing wrong. My shipment, I packed, was not questionable (Express Cargo is insinuating that I tried to ship something questionably to arise suspicion leading to an examination). Darren B. of [redacted], the Port/Customs agent (see Cc:) made it clear to both Express Cargo and myself that actually the entire, shared shipping container was chosen to be examined. Everyone's effects within it were inspected. Mine cleared customs completely 100%, in order, without any customs fines and without any seizures.Express Cargo even admit in their rebuttal what I'm simply claiming: Customs, Port and Terminal Handling Charges (THC) are originally included in the agreement I prepaid them in full for on 4/**/2015. Sean J. (Express Cargo salesperson) suggested this more expensive, all-inclusive "warehouse to curbside/door" service (as they call it) so I would not have to worry about any surprise charges.
My wife's vehicle was shipped from the US to the UK early this year by a different shipping service and it was chosen to be extensively examined in January. She was not charged this fee for her customs examination because it was a cost of doing shipping business and therefore included. I don't work in the shipping business so I don't know if her shipper uses an escrow system or loss insurance policy to cover these rare customs examinations but Express Cargo's umbrella statement claim is false. The exact sum of Customs, Port and THCs can't be predetermined either, yet Express Cargo admit they should be covered. Therefore their argument of inability to predetermine the customs examination cost shouldn't waive Express Cargo of their obligation to see my shipment delivered.I've received the detailed explanation of the customs examination from Darren B. of [redacted] and the explanation doesn't claim who's responsible for payment and only that payment must be made this week to release the shipment for delivery or else long-term storage fees will also be incurred daily. My original agreement at time of transaction with Express Cargo should supersede any opinion (if there was an opinion regarding responsibility for payment) of Express Cargo's 3rd party agent months after the agreement was entered in.I contacted Sean J. of Express Cargo before submitting a claim with the Revdex.com to allow him a fair chance to provide me with any evidence of an exception to our all inclusive agreement and he could not provide any. With this rebuttal I see that hasn't changed. I entered and paid for an all-inclusive agreement for a warehouse to curbside/door delivery of my shipment and I'm requesting just that.
Sincerely,
Business
Response:
The customer's definition of hidden charges is unfortunately erroneous. Any fees as a result of a customs directive is not considered a hidden fee. In this case, Customs demanded an intensive examination of the entire container that housed this shipment. Thus each shipment in the container was subject to a portion of the customs exam fees. Most importantly, Express Cargo did not invoice anything additional, nor did we receive any of the funds from this customs exam. Conversely, the British government made the decision to order the examination, thus his complaint would be better served, directed at them. Our previous responses remain the same. Customer ServiceExpress Cargo USA
Consumer
Response:
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:
Regardless of how the business owner wants to complicate this matter ultimately they had a responsibility to use my funds they decided upon to perform they're duty.It's prudent of them to have their Terms of Service agreement draft to protect them from any significant and unforeseeable circumstances such as this but their diligence would be best served sharing it with their client to sign and accept at the time of accepting their clients' payment and shipment and not 3 months after promising to deliver the clients' shipment.I still refuse to sign these retroactive terms offered by the owner to indemnify his company from a small portion of the losses I had to absorb due to they're inability to perform their duties.
Sincerely,
Review: [redacted]
08/**/2015
To whom it may concern
I would like to report Express cargo USA, LLC to Revdex.com.
As a result of doing business with this company I have lost almost $1500 in cash and all my shipment!
In the beginning of March 2015 I was looking for an international moving company to ship my household goods from Daytona Beach FL USA to Riga, Latvia. Mr. Michael P[redacted] from Express cargo USA, LLC has contacted me with the offer of a quality service at an affordable price. I did my homework on internet and was satisfied that Express cargo USA, LLC was Revdex.com accredited business.
During our first phone conversation I have explained to Mr. P[redacted] that I am a retired elderly lady who knows nothing about international shipping, I have never done it in my life and I am on a fixed income. My shipment was only about 250 pounds. Mr. P[redacted] was very nice and told me not to worry; they will take care of everything. I have asked for the advice how to ship goods as easy and cheep as possible. Originally I was interested in the door to door service. I thought it would be the best way for an elderly person. Mr. P[redacted] was very understanding and have explained that door to door service can be expensive because the local companies charge too much when shipment comes from US. He had suggested the door to port service if I am able to hire the local movers myself to deliver goods from Riga Port to my place. The customs fee of course is my responsibility. Everything he told did make sense and I agree on the door to port service with the Express Cargo USA, LLC.
It never came to my mind that Sales Specialist of a reputable company simply tricked me out and did not reveal the necessary most important information. He new I would decide not to ship anything because of expenses and the complicity of the process.
Several weeks later the receiving company Baltic Console Line UAB requested $300.50 destination fee and the Original Bill of Lading. When I contacted Mr. P[redacted] he has replied:
- As per our conversations, the destination and customs costs of your shipment are always your responsibility when you are picking up your goods and we are not providing door delivery. This is standard with all of our shipments and I explain this to all of our customers. Let me know if there are any other issues. Thanks!
Yes, there was another huge issue! It’s the Original Bill of Lading. I did not know what they were taking about. I did have the Bill of Lading electronically but to my surprise they did not accept it. It has to be a different one and send by courier. I did contact Express Cargo USA, LLC on this meter and got the response:
Dear Ms F[redacted]
Thank you for your response. Since the shipment is to port only, this means that you will be acting as your own clearance agent. You are responsible to get the original bill of lading and present it to customs. To get the original BOL, you need to contact the company listed on the middle right hand side. If you are not familiar enough with the process, we recommend you hire a local customs broker to take over or ask this company if they can assist you with the clearance process
Customer Service
Well...I was not familiar. There was no information on the middle right hand of the BOL. I did try to hire a local customs broker and they were ready to help with the customs part only, not with the Original Bill of Lading. They say it’s too complicated process.
I did pay $300.50 destination fee and there is nothing else I could do to get my goods. 2 weeks later the Baltic Console Line UAB has informed me that I actually don’t need the Original Bill and I have to pay $381.77 for storage fee. To this amount I have to add some more expenses like the customs fee, transportation expenses, blood pressure medication cost and may be something else. All this for 250 ponds shipment!
This entire story is too much for me to handle! I have to accept the fact of losing everything and try to take it easy because I am at the point when my blood pressure is getting out of control and I get sick.
Chapter 8.6 of Express Cargo LLC Terms of Service states that unless included in shipping estimate different kind of charges are the responsibility of the shipper.
After the introduction phone conversation with Mr. P[redacted] I honestly was under impression that my fees are included. How would I know they are included are not if there is no any paperwork, any informative messages about different kind of services and different responsibilities? Express Cargo USA, LLC obviously doesn’t have the standard policy for sales people to follow. As an inexperienced person I did rely on the Company’s reputation and Sales Person’s expertise and experience but, they simply took advantage of an elderly shipper. They have got my payment in full and did not care about anything else.
It was so easy to avoid this stressful for me situation just by having some honesty in the hart and giving me the right information.
I myself used to work as a Customer Service Representative for many years and know the difference between the good Service and the poor Service. THIS WAS THE REALLY POOR ONE!
I cannot even claim insurance because everything looks like it’s my fault; I simply cannot afford the service at the "affordable price”
I feel so upset and betrayed.
Respectfully
[redacted]Desired Settlement: I want my money back because of intentional misrepresentation of the shipping information. This is the only way for me to clear my shipment.
Business
Response:
We apologize for the customer's experience, however a shipping company's responsibility is to ship goods from a chosen origin point to a chosen destination point. In all cases, we rely on a customer to have a minimal understanding of the shipping process and to choose options that will not overburden their comfort level.In this case, the customer chose an economy door to port service and did not realize that customs clearance would be her responsibility. The fees mentioned at the end of the complaint are optional fees the receiving agent is charging because she has asked them to clear customs for her. This can normally be performed by a customer with minimal fees involved, but the process can sometimes be arduous as one is dealing with a foreign customs office. On 7/**, the customer voiced their complaint to our company and we immediately responded with the following:Dear[redacted],We thank you for your communication in this matter. Management has reviewed the file to see if any errors had been committed since we would gladly make up for any mistake made. However, we see that you did not choose door to door service which would allow us to request the port/terminal fees from our receiving agent so that we could have alerted you what they were. This type of service would have been several hundred dollars more than what your shipment ended up costing you which is the tradeoff over getting an economy door to terminal service. In addition, this is standard procedure for every shipping company in the world when it comes to port/terminal shipments. Anyone that has ever shipped internationally understands that your government will charge incidental fees upon arrival at the port. These fees can never be known at the time of sending our estimate which is why it is mentioned as part of the exclusions at the bottom of every quotation (below). We apologize for the inconvenience and trouble but if you look closely at every quotation you received for your shipment from our competitors, you will see that they all have a similar exclusion. Standard operating procedures have been followed. Once again, we are very sorry for any kind of misunderstanding.Notes: Documentation fee is $85. You can save additional amounts by dropping off or picking up at nearby terminals (if door service has been quoted). A standard bedroom accounts for approximately 100cft of packed volume (or 30 med boxes). Final volume is determined after goods are palletized/crated. Total Loss and All Risk Marine Insurance available. Storage available. Unless included, estimates exclude port fees, storage fees, fuel surcharge, GRI, customs inspection, quarantine/fumigation related charges, congestion charges, import duties/taxes, difficult or unusual access to residence, delivery above 2nd floor (no elevator), heavy items (piano/safe), hoisting, parking permit, etc. Please inquire about customized rates.--------------------------------------------------------------------------...⇄ reading the customer's complaint coupled with an analysis of this type of shipment, we find that everything occurred as had been mapped out and any fees at port were within range of a typical shipment. Once again, we apologize for the customer's displeasure.Customer ServiceExpress Cargo
Consumer
Response:
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]I am very dissatisfied with the Companiesresponse. Unfortunately they twisted out everything I was talking about to makethe situation look like my own fault and stupidity. In their response they werestressing out the fact of destination fees only. They say that in ALL cases, they RELY ona customer to have a minimal understanding of the shipping process and tochoose options that will not overburden their comfort level. My point was that Idid not have a minimal understanding of the process and I did tell about it to theagent. The Company’s misrepresentation of services did overburden my comfort levela lot. I would never recommend the Express Cargo USA, LLC to anybody
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
We apologize once again that our answer is not satisfactory, but as a freight forwarder, it is impossible for our company to micro-manage every shipment to insure that all customers have the proper knowledge, experience and resources to make the proper choice when it comes to choosing the type of service for their shipment. Within our forms packet, there is a recommendation that each customer check with the destination country's embassy to insure that the customer has the appropriate nationalization documents to insure goods arrive duty free. In addition, each embassy's website has information for returning citizens and foreigners regarding expenses for the importation of their household goods. A customer is also free to hire their own customs broker to assist in the customs clearance upon arrival at port. This customs broker needs to be contracted prior to shipment departure so their information can be placed as the consignee for the shipment. When this is done at the appropriate time, the customs broker always gives a customer an estimate of fees at destination port. Once again, we apologize that the customer had unforeseen hardships at port, but our services as the freight forwarder were performed correctly. Customer ServiceExpress Cargo USA
Consumer
Response:
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 complaint was actually about the information misrepresantation, not customs fee. The local customs broker was not a problem. The Express Cargo USA,LLC did not provide the whole and clear information about the shipping options. The suggested to me "economy" shipping service put me in a very stressfull and unexpected situation. My household goods were held by a shipping company in a warehouse for over two weeks after I have paid the destination fee at time. They requested some special shipping information which I was not able to provide and redirected me to the original shipping company. The original shipping company Express Cargo USA, LLC simply responded that because I use the "economy" service I was on my own and my problem was not their business anymore. All this stressful situation could be easily avoided if Express Cargo USA,LLC have a more professional and honest way to present information to the unexperienced customer.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Review: I contracted Express Cargo LLC to move my household stuff and a car from USA to Romania. The quote that I received from the company stated "door to bonded warehouse" for a total of $4803.50 which I paid.
The services for which I paid: (quote from company's quotation)
"List of Services
• Door to Port =xclusive Container service.
• Container =elivered to residence or warehouse for shipper loading.
• Transportation to/from the port or rail ramp.
• Tolls/Mileage.
• Shipper's =xport Declaration (SED).
• Ocean =reight to the destination port. "
Upon arrival in port the shipment was never delivered to a bonded warehouse but left in the terminal. Due to some delays in custom clearance the container was left in the terminal accruing storage and demurrage charges of some $4600 that the company claims that are my responsability. More than that, the [redacted], logistic company ECU LINE is charging me for transport/handling of container, which I already paid.
I believe that Express Cargo should be liable for all these charges, since they never delivered the shipment to a bonded warehouse, were never in touch with the logistic company or with me.
I contacted the company about one week ago and they tell that I have to pay the storage and demurgage charges because the container as booked port only.
They never explained how that happened or why, and they urge me to pay the charges that they are liable for.Desired Settlement: I would like the company to refund the money that I'll pay for storage and demurage, a total of $4674.
Business
Response:
Our management team has spoken at length with the sales associate, Tony DeRosa regarding this shipment. To save on shipping cost, the customer chose a door to port shipment. This means that his shipment will arrive at the destination port and service terminates there. Normally, there would be a receiving agent in place to clear customs within the 3-4 day free period at port, pay the port charges, then deliver to the final delivery point. On port shipments, the consignee acts as his own agent and is responsible for clearing customs himself and working with the agent to insure timely release. The shipping line's representative (ECU-Line) has exchanged many communications with the consignee to explain the procedure and to ask for necessary documentation to release the container to a customs broker, but ECU claims that the consignee has been resistant at every turn and has not provided information they've requested several times. We have been in contact with the consignee as well and can corroborate that he has not been cooperative with the receiving agent.
Our customer service team had interceded and made clear to the consignee that he must be more cooperative to this receiving agent as they are acting on his behalf. They have also recommended that he hire a customs broker to handle the remainder of this shipment since it would appear his inexperience has caused inordinate delay which lead to storage charges at the port. Our office has explained this situation in a multitude of emails since early last week with ECU-line cc'd on all emails and to date, there is still resistance or objection from consignee with each reply.
At this point, we have asked the shipping line about the cost to return the container to the US since the consignee has made it clear that he prefers to abandon the container, rather than pay the storage fees or provide the information that ECU-line is requesting. We have advised him that this would be the worst course of action he could take since ECU-line has financial recourse in his country and could pursue him legally for all outstanding debt. Our recommendation, was simply met with more resistance and objections.
We will continue to encourage the consignee to cooperate with ECU-line and to resolve all payment issues at destination port before the shipping line ships the container back to origin. If that happens, the shipping line will seek all financially remedy possible against the consignee, since they have legal recourse at origin and destination.
Customer Service
Express Cargo USA
?
Consumer
Response:
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 statement that "customer chose a door to port shipment" to save on shipping cost is untrue. In fact the company charged me for a high rate shipment and booked the shipment for a lower rate service, without my knowledge. It seems that the company made a higher profit from this transaction by doing so.
The company spend a lot of time detailing my dealings with ECU Line. This should never have happened because it was company's responsibility to deal with. ECU Line didn't work on my behalf. They worked/work on behalf f the shipping line, [redacted], which they own. They make a profit by charging for storage and demurrage charges. When an inexperienced shipper like myself deals with them they charge as much as they can.
I contacted the company on 10/*/14 for help in dealing with ECU Line. The company never offered me any help. They sided with ECU Line and took their statements as facts. ECU Line made false statements which the company took as facts. They never listened to my part of the story.
I asked ECU Line repeatedly to offload the shipment to a warehouse but they refused. I paid the two invoices that they sent me on time and the container was not released. ( See attachments) They used any delay tactics possible to charge me more.
I was the victim on this process not the culprit but, Express Cargo sided with ECU Line. Their position was morally wrong and financialy damaging to me. I hold them responsible for all ECU Line charges.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Ion Negoita
Consumer
Response:
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 business didn't provide any proof that the change from "bonded warehouse" shipment to "port only" shipment was done with my approval or knowledge. The company charged me a higher fee for a lower quality service, making a higher profit in the process and causing me a big monetary loss as well as a lot of anguish and discomfort.
The company states simply:"As stated previously, the shipment was to port only." That is not enough. The company has to show proof that that was done at my request and that I paid a lower fee than initially quoted.
So far the company has ignored all my request to provide such proof. By acting this way the company shows a total disrespect for a paying customer that has filled a legitimate complaint, as well as for this forum.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
As stated previously, the shipment was to port only. The facts have already been debated and the shipping line's receiving agent has confirmed that the major factor that led to any obstacles was the fact the consignee did not receive authority from the local government to import his goods. The minimum requirement is to have an official residence and this was not done.
Customer Service
Express Cargo USA
Review: We signed a contract for our household items to be packaged and shipped from CA to the UK. Our rep stated, repetitively, that our items should be expected to be delivered to our UK address within 7-9 weeks. We were also told by our rep that we would be notified when our items had been issued a shipping date and receive an update when they arrived in the UK port. Leading up to our items being shipped our rep was very good about contacting us and keeping us informed about everything we needed to know. I was very impressed.
Our items were collected from our home on October [redacted], 2013, and our final payment was made on the **. From this point on, I have lost communication with the company. I have made several calls and left several voice mails with our rep to get some sort of update. He finally sent an email that I was BCCed on asking for a status update, but that was never communicated back to me.
I have now submitted 3 written requests through the customer service portal for an update on our shipment and a request for a change of delivery address. I have also left 3 voice messages on their customer service line with my requests and a return phone number for them to contact me on. I have not received a single return call. Around week 7, after a 2nd written request was made, I received a response saying "shipment is approximately 2/18" with no confirmation that my delivery address has been updated.
We are now approaching February, and I have submitted another request for an update and compensation for the severe delay and the inconvenience this has caused. This request was submitted 4 days ago, and I have not received a response. They have thousands of dollars worth of our things, memories, some of which can never be replaced and it really worries me that I have no idea where they are, or if I will ever see them again. The lack of communication and responsiveness has been horrible. I just want to know if I will ever see all of my things again.
Problem that need to be addressed.
COMMUNICATION
1. I have been repetitively been told that my shipment should be there in 7-9 weeks. We are currently at week 13 and the estimated date of delivery puts it at over 16 weeks. I can understand a few weeks delay, but 16 weeks?! They could have been a lot more open and honest about the actual expected delivery date so we could have properly planned what to ship.
2. I have attempted several times to update my delivery address and have not received any sort of confirmation that this has been done. I just want to make sure that if my items ever make it to the UK they actually get delivered to the correct address, and are not left sitting outside in the rain at the wrong address.
3. I do not know when my items will actually be delivered. I also just want to make sure that someone is home when they are delivered and not left sitting outside in the rain for the rest of the public to pick up and walk off with our items.
4. There has been minimal response coming from the customer support team (one returned email request and no answer or returned calls). If you could at least keep in contact with us and let us know where our items are so we know they have not been lost or stolen would be comforting, seeing as expectations were set that our items would be delivered within 7-9 weeks and we are at week 13.Desired Settlement: I would like 4 things:
1. Written confirmation that my delivery address has been properly updated.
2. An update when my items are in the UK.
3. Written confirmation of the date and time my items will be delivered to my updated address.
4. An apology for the delay, poor customer service, and lack of communication and following up with my requests, and some sort of compensation for the lack of service and the severe delay of my items being delivered would be appreciated.
Business
Response:
Because of the inordinate delay in loading a full container during the offseason, we transferred the customer's goods to a carrier that had an earlier sailing. Nilson vanlines has already shipped the customer's goods and we have updated the customer with estimated arrival information below on December [redacted]. The delivery date is estimated, but the delivery company will be in contact with the shipper to coordinate the final delivery date and time.
ETD Charleston: Mon Jan **, 2014
ETA UK: Wed Feb **, 2014
ETA UK Residence: Week of Feb **Final delivery address: [redacted], England
As we have done in our previous communications, we apologize for the inordinate delay during this offseason. While it is normal for cargo go to slow down during this time of year, there was less cargo than expected which forced many shipping companies to consolidate cargo together to avoid additional delays. We sincerely hope the delivery company will be able to deliver on time or even earlier than the estimated date.
Express Cargo USA
Customer Service
Consumer
Response:
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.
Sincerely,
I used this company for moving from St. Augustine to Buenos Aires. They were friendly and responsive on the phone and their quote was among the top ones I had received. Thank goodness my volume came in less than what we had anticipated so my rate actually went down. Anthony had told me this might happen. He also told me about the port fees being due at destination, so I was prepared. One box arrived slightly warped but it only contained towels and blankets so nothing inside was harmed. I have recommended them to a couple of co-workers and I'm very thankful for a positive experience. Customs in Argentina was as bad as I expected, but all citizens are aware that our govt will do anything to take money from us.
Review: I contested the services of this company to move my furniture store from boston to Madrid 4 months ago. When I cintracted them they claim the furnitures were going to be delivered in 6/7 weeks. I've been contacting them over and over by phone and email (I've sent more than 15 messages) and I haven't received any answer. 4 months later I haven't received my furnitures and I haven't been able to contact them. I'm in Spain now and I don't know what to do.Desired Settlement: I just want them to contact me and give me a solution. I want to receive my furnitures. I've already paid for the service and they have completely disappeared.
Business
Response:
This complaint is not a legitimate one. We have tried repeatedly sending emails to the 2 on file for the consignee and as of late, they keep bouncing back. Below is the information we've been trying to send for the past 10 days. It would be helpful if we get an alternate email that does not have a Spanish domain. Customer has submitted email addresses with two different spellings which has complicated matters further.
Your shipment information is below along with the delivery
contact in Europe. Please email or call them to coordinate final delivery. They
are supposed to call you once customs is cleared in the UK. Dispatch.
Please submit alternate email to [redacted]
Review: Express cargo provided me with a deliberately "low ball" estimate for an international move, all the while assuring me that my final volume (which I was able to describe in great detail) would probably be much less than they estimated. They also told me that no additional charges other than a documentation fee would be added to my final cost. Once they had my property, they provided me with a much higher final quote and included additional fees and surcharges contrary to their assurances. Their invoice includes the statement "your volume increased substantially" as part of its standard form! When I tried to discuss this with them, they refused to return my phone calls. I had to send them threatening e-mails to get any response from them and then they refused to reverse the fraudulent charges. I finally paid their grossly higher final cost since they had my property and I had no other way or getting it. back.Desired Settlement: Express cargo should:
1. Refund the difference between the volume charges quoted to me and the one they ultimately demanded from me.
2. Refund the additional fees and surcharges they demanded from me after they had told me directly that no such fees and charges would apply.
3. Reimburse me for the hours I had to spend corresponding with them disputing their fraudulent charges. This was a great outlay of my time that should have been totally unnecessary.
Business
Response:
Response:
Customer is Holiday Golightly based on email address below. Original estimate: 125 cubic feet. Final volume: 147cft. That is less than a 15% variance in volume which is measured by the shipping line itself, not our company. While every attempt is made to determine the volume in a phone conversation, it cannot take into account the real world process of palletizing the customer’s shipment which determines the final volume. In the majority of cases, the final volume is almost identical, if not lower than the original estimate. The customer’s cost per cubic foot is $14.36 x 22 = $315.92. The only other charges on the invoice are the $85 documentation fee and a $94.16 feul surcharge, both of which are listed in the terms of service AND at the bottom of every estimate given, prior to booking services with our company. While we understand the customer’s concern, there is a simple and detailed explanation for the fees above her original estimate. This does not constitute a “grossly higher” cost and we are sincerely sorry that the customer feels an inadequate service was provided. However, the customer was not charged any port fees or any other fees prior to delivery as is customary with our competitors. Below are the terms at the bottom of her estimate. Once again, we apologize for the customer’s experience.
Notes: Documentation fee is $85. You can save additional amounts by dropping off or picking up at nearby terminals (if door service has been quoted). A standard bedroom accounts for approximately 100cft of packed volume (or 30 med boxes). Final volume is determined after goods are palletized/crated. Total Loss and All Risk Marine Insurance available. Storage available. Unless included, estimates exclude port fees, storage fees, fuel surcharge, GRI, customs inspection, quarantine/fumigation related charges, congestion charges, import duties/taxes, difficult or unusual access to residence, delivery above 2nd floor (no elevator), heavy items (piano/safe), hoisting, parking permit, etc. Please inquire about customized rates.
Customer Service
Express Cargo USA LLC
Consumer
Response:
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:
Review: I've signed with Express Cargo USA a contract to ship 400 CUF of goods from Pittsburgh USA to Milan Italy. The final cost of the shipment was more than $5000, starting from a quote of less than half of it. Finally, 23 over 70 boxes were not received. The location of my goods, an entire pallet, is unknown since 3 months. The company is not able to locate them and is denying any reimbursement of the value of the goods and of the shipment fees.Desired Settlement: 1. I claim for a refund of the shipping fees proportional to the loss, totaling to 23/70 of $5000, that is approx $1600.
2. I claim that the shipping company, directly responsible for the loss, will refund the value of the lost goods. I will be satisfied of receiving $2000, which anyway will not match the monetary and personal value of the lost items.
Business
Response:
We completely apologize to shipper for any missing items that occurred during the shipping process. Once goods were picked up, they were transported to Global Log's warehouse (shipping carrier). During the time goods were at their warehouse up to the time that goods were delivered, there appears to be a pallet that has been misplaced. Global Log immediately began an investigation and did everything possible to track the pallet. In all likelihood, it will still be located at one of their transit warehouses, but the shipper is understandably upset. While Express Cargo entrusted the goods to our co-loading partner, we understand the customer has directed their complaint towards us. Below is the response from Global Log:Dear Express Cargo Team,Please extend our thanks to your
team and to your client for the time afforded Globalog to sort through our
investigation of the missing cargo. We understand that Express Cargo did
not mishandle the shipment transportation and are at no fault. Globalog’s terms &
conditions place a limit on liability equal to $0.05 per physical gross weight
measurement in pounds (lbs). Based upon the loss that occurred, we will
compensate your client on the gross weight of the missing cargo. While shipping mishaps can and
do happen, our own record of such events is less than 1% against the thousands
of shipments handled each year. Though proud of this record, we also
understand that we provide a unique type of service by transporting/handling
household goods and personal effects. Globalog has taken the liberty
to communicate with the handling companies who interacted with your clients
shipment in some manner. Our company, as well as others we have
communicated with are willing to extend a payment ex gratia.Sincerly,The Globalog
Group---------------------------------------------------------------------As of this writing, Express Cargo is applying as much pressure as possible for all parties involved to decide on an amount for reimbursement. This includes a partial settlement from the insurance company. Global Log will communicate with the shipper directly on the proposed settlement. Express Cargo USA.
Consumer
Response:
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've paid shipment fees for two pallets (70 boxes) and I've received only one (47 boxes). I pretend refund of shipment fees and compensation for the loos of my personal belongings
Sincerely,
Consumer
Response:
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 wrote a check of $4428 to Express Cargo USA - Billing department (a picture of the check is available upon request). This entails they are responsible. I pretend they'll negotiate the settlement internally with whoever has operated the shipment and inform me once agreement has been reached between the parts.
Sincerely,
Business
Response:
Express Cargo is the freight forwarder. As such, we are licensed to ship goods overseas. Because the goods involved destination delivery, we hired a shipping line which included a delivery agent overseas and delivered cargo to them in the US. If you submitted a claim and it was rejected, then the matter is closed. The freight forwarder is not a self insurer, therefore there is no liability for missing items according to our terms of service. This is an industry-wide standard that all freight forwarders abide by. However, we are trying to go around that system and offer you a solution on how you can work out some kind of settlement directly with the shipping line who is also acting on your behalf to convince the insurance company to offer a settlement as well. While it may seem burdensome to have to deal with them directly, it is the only method by which you will receive any kind of settlement since they are the responsible party. We have already opened the door and told Global Log that they will have to offer you settlement since the goods were lost in their care and they have agreed. Now you must contact them directly so that both parties can work out an equitable amount. It does not benefit you for Express Cargo to be involved in this settlement process considering, you must decide if their offer is equitable or not. We have explained the process needed and have given you their contact information. While we can monitor the situation, no other movement will occur unless you contact them directly. They are awaiting your email. Express Cargo USACutomer Service
Review: I was told my items would arrive in 6- 8 weeks. It has now been over 8 weeks and I have been told by the company that my boxes are still sitting in the US awaiting shipment. This has cost me unnecessary time and money. Also I have frequently emailed my company representative with no response.Desired Settlement: I want my items shipped asap. I have children and there are many items we absolutely need.
Business
Response:
We completely apologize for the delay, however your goods have already sailed on 9/** on the vessel London Express [redacted]. The shipment had been loaded onto the container 2 weeks prior to this, but a motorcycle that was also on board had the title rejected by US customs and had to be offloaded, Once we were notified, we had to schedule the container for the next possible booking which ended up being 2 weeks later. Container is scheduled to arrive on 10/** and we have asked the delivery agent (Greens Removal) to place your shipment on the priority list for first delivery once customs is cleared. Once again, we apologize for the delay and are happy to announce that shipment is already in transit. Thank you.
Customer Service
Express Cargo
Review: The Express Cargo company has estimated the value of 100 cubic feet of cargo at $975. Upon receipt of invoice the price quoted ballooned $1258. 22 boxes at 18/18/16 is 65.97 cubic feet. This is well below the quoted amount and would imply a lower cost than quoted. The cubic foot estimate returned by the company was 108 cubic feet. This is an additional 40 cubic feet of space. . The company will not discuss any price adjustments over the phone. There is no direct customer service after the first draft of money from a bank account. The implied warranties from the sales person is null and void once they have your bank account information. Email correspondence is futile as all the responses are scripted (as you can see from the other complaints about this company). There is deliberate attempt by this company to steal money from individuals by taking their possessions and then holding it ransom with additional hidden extortion charges of $150 a day for not paying the over priced rates.Desired Settlement: I would like the company to honor their original price as negotiated and a personal apology published to their website.
Business
Response:
Response.
We would like the customer to know that we appreciate his letter, but there is one main discrepancy that perhaps the customer is confused about. While he lists the total measurement of his individual boxes, he is not taking into consideration that household goods cannot be shipped loose. All goods must be palletized or crated to prevent damage during the shipping process. This is an industry wide standard that is followed by all carriers. In fact, our warehouse is one of several that are shared by different shipping companies. Thus it is very likely that the customer’s measurements would have come out to the same, no matter which shipping company he would have chosen.
To make customers aware of this practice, we place it in the notes at the bottom of every estimate given. See below.
Notes: Documentation fee is $85. You can save additional amounts by dropping off or picking up at nearby terminals (if door service has been quoted). A standard bedroom accounts for approximately 100cft of packed volume (or 30 med boxes). Final volume is determined after goods are palletized/crated. Total Loss and All Risk Marine Insurance available. Storage available. Unless included, estimates exclude port fees, storage fees, fuel surcharge, GRI, customs inspection, quarantine/fumigation related charges, congestion charges, import duties/taxes, difficult or unusual access to residence, delivery above 2nd floor (no elevator), heavy items (piano/safe), hoisting, parking permit, etc. Please inquire about customized rates.
We apologize for the customer’s inconvenience, but the invoice follows the industry wide standards for ocean freight and is correct.
Best Regards,
Review: I was quoted originally around $900 for a move to the UK. I specifically worked with them to reduce the price and ask all the right questions about delivery safety of my goods from damage etc. They failed to really explain to me half of the procedures such as what happened at the UK side of the shipping and that the price may change, etc. Upon delivery of my good to the port in Boston, MA, USA. I was told by the person who received my goods that Express cargo had over quoted the volume and or weight of my goods and they it should be cheaper than quoted. However I then received a bill for about $1300. $400 more than originally quoted. When my things arrived in the UK I was charged for all the UK fees, which I was led to believe was included in my original charges? Those charges at the UK side cost me 370 British pounds, which is about $650. Customs fees I understood would be charged later as they cant estimate that. As well as this my goods were damaged. I had broken items in my shipping boxes and my bed had a forklift blade rammed through it. Neither end of the shipping process would acknowledge if it was them, so they just blamed each other. My trunks/boxes looked like they had been dropped off the pallet, hence the damage to the contents. I emailed both sides, and eventually had to deal with Express Cargo from 4000 miles away. Needless to say they ignored my emails, until I threatened action. Then they played the blame game, and finally said send pictures to customer services. They ignored me for a month and then said nothing we can do as your not insured. At this point I found out they didn't insure me because I packed the goods myself and therefor no one would insure me? I wasn't told this ever. They said to me no one will insure goods you pack yourself as they cant prove they weren't damaged prior to packing??? I find this comical as I pay to ship by the weight so wouldn't pack damaged goods and cost myself $300 more on my bill?? That doesn't make sense at all. After sending in my retort to their ridiculous explanation they never bothered to contact me again. I am now back in the US and have contacted them to say I will be down to their office and they again have not replied? They also delivered my things to the wrong port, it was supposed to be felixtowe in England and it arrived at Thamesport in London about 75 miles away, instead of 20 minutes from my house? I have copies of all emails between myself and express cargo USADesired Settlement: I would like them to refund their over charges and pay for the damaged goods I emailed them about a year ago. That's about $950+ for the underestimated charges, and the damaged box spring was approximately $400 and the damaged trunks and goods were about $100. So in total that's about $1450. That's all I wanted when I spoke to them last fall and winter. It might also be a good idea for them to stop false estimates, shipping times and to assume some responsibility for their business' shortcomings.
Business
Response:
Customer's shipment was a port to port shipment meaning customer will drop off to the warehouse in the US and pickup at destination warehouse overseas. To clarify, customer did not drop off at our warehouse. The customer actually dropped off directly at the shipping line's warehouse. It is their responsibility to palletize the customer's boxes and produce a dock receipt reflective of the final dimensions. This was done and the shipping line measured 162 cubic feet, versus the 100cft that was originally estimated based on the information given to the salesperson during the phone interview. We are not allowed to modify that final volume as it will be the same that appears on the bill of lading, therefore we invoiced the customer the 162cft that was on the dock receipt. Naturally, if the volume ends up being more than estimated, then the final cost will include a separate amount for the additional volume ($399.90)
Customer claims that he assumed all port charges at destination would be included in the rate which is untrue. As a freight forwarder, we follow the same industry standards as all other freight forwarders and there isn't a single one in the shipping industry that includes port fees on personal effects shipments when the service ends at the port. This detail is listed on the terms of service that is sent to the customer prior to booking with us and is also listed below the estimated price on the original quotation.
As for any damage to the shipment, we purchased a $2000 insurance policy in the customer's name. Upon pickup of his goods, he is required to identify any damage, to the warehouse personnel so they can make note of it. Then he would have to submit a claim directly to the insurance company. Once again, this is a simple process that the customer must follow through on. As with any industry, the burden of proof of damage is upon the owner of the goods which is why we advised customer to gather up photos and description of damage along with any estimate of repair and file a claim directly with the insurance company. This is the same process that all freight forwarders follow whenever a customer needs to file an insurance claim. However, we can't force the customer to file a claim so we are unsure if he ever proceeded with the claims process. What we are certain of is that the customer's policy is for total loss only. Because a customer is self packing his own items, the underwriter cannot be sure the customer is an experience packer or that adequate materials were used which is why a self packed customer is only eligible for Total Loss coverage which is catastrophic in nature. To receive comprehensive insurance, a professional mover must pack a person's belongings. Once again, this is the same type of policy that is offered by every freight forwarder for self packed customers.
When a customer self packs belongings, it is to save money. To get a mover to pack their goods for the more comprehensive coverage, it would increase the overall cost by $400-$450. Self packed customers rarely use this option which is why they must absorb the responsibility of insuring their goods are packed correctly. If there was forklift damage as the customer claims, the prudent thing would be to notify the supervisor at the destination warehouse so photos are taken on the spot, thereby bolstering his claim when it comes to dealing with the insurance company. Once again, we cannot be sure this was done, but a common sense approach would have benefited the customer greatly.
At this point, 1 year has passed and it is impossible to hold the insurance company, shipping line or the freight forwarder liable for any damage as the time to file a claim has long passed. We apologize for the customer's inconvenience.
Customer Service
Express Cargo USA
Consumer
Response:
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]
I have all of the correspondence via email showing that your company told me to submit pictures and an account if the Damage and that you did not reply. Then another email asking for a reply so I could move on again to which you did not reply. I also have emails of the exact dimensions of every item I shipped to the millimeter which I sent to the rep so I could get an exact quote as I was on a tight budget and schedule.
Had I received any correspondence concerning the procedure to claim I would have made steps to claim. I received no such email. I spent 3 weeks trying to get a response from the rep who dealt with my booking. He finally replied saying he had been away from the office, in this time no one answered my emails. I went home for a family emergency and once I got no response I had to take care if my family and tried to follow it up from the British side with the receiving company CEO which also came to a dead end.
As sated I have copies of all if the emails between myself this company and the receiving company cardinal shipping to varify my sent emails and the response or lack of response I received. I have now come back to my home and would like to settle this on the same side of the Atlantic where it is easier to communicate
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
As mentioned previously, the customer's shipment was port to port, self packed. Because of this, any underwriter will not accept liability for any damage occurred as they cannot be confident that goods were packed correctly. Even if customer had been sent a copy of the total loss policy to be able to file a claim, it would not have met the criteria of being catastrophically damaged. This is the sole requirement for a total loss claim to be paid. This poicy does not cover individual boxes as per the information below. This information was included in the insurance packet sent to the customer prior to sailing. Below is an excerpt from tjhe Wells Fargo Insurance Form. #5 governs self packed items. Once again, we apologize for the inconvenience, but any partial damage to his shipment would have been denied by the insurance company. We are more than happy to forward their contact information to the customer so they can explain this to him directly.
Review: Express Cargo USA had given me a written estimate of $1000.00 for shipping 13 standard medium-sized boxes (equalling 39 cubic feet) from CT to our address in the UK. After the boxes had been picked up and were in their possession, Express Cargo billing emailed me stating that the boxes equalled 81 cubic feet and they increased the amount due by $511.92. They demanded payment, so under pressure I paid, as they already had the boxes in their possession and I feared I would never see the boxes again, unless I paid. In speaking with them about this subsequently, they said that the increase in volume was due, in part to the palletizing of the boxes. These possible additional charges were never even suggested in the original estimate, nor was it ever suggested that there would be such an increase for standard sized boxes. Palletizing, by the way, is listed in their original estimate, as one of the included services covered by the $1,000. I have all shipping labels, original boxes, and a photograph of all boxes as they appeared on delivery, as well as a signed statement from the currier who delivered the boxes, that they were, indeed, 13 standard medium sized boxes equalling 39 cubic feet.Desired Settlement: I desire the Express Cargo USA to honor their original estimate and refund my $511.92, which they levied by unethical and fallacious billing practises.
Business
Response:
Unfortunately, the customer is incorrect. Not only did we respond to this situation by sending the customer a dock receipt showing the final palletized volume as measured by the shipping line, but we also spoke with the husband on the phone at great length and explained the palletizing process.
The customer is maintaining that they should only be invoiced the sum measurement of the individual boxes, yet the industry-wide standard is for the shipping line to place all boxes on a shipping pallet, then measure the pallet dimensions itself to determine the final shipping volume. We have sent the customer a copy of these measurements determined by the shipping line. Once goods arrive at destination, the receiving agent removes the shrink wrap and pallet so they can perform deliveries of several clients boxes without the need for a truck with a liftgate, not to mention the fact that they are responsible to place the boxes inside the customer's home which would be impossible if the goods were delivered curbside on the pallet. Because the customer noticed that the boxes were delivered unpalletized, they assumed that the pallet was never made and that somethng fraudulent was done.
We have been responsive to the customer each time they approached for clarification and they have filed this complaint simply because the correct answer wasn't well received. We apologize to them once again for the inconvenience, but we strongly urge them to review our initial quotation along with the multitude of others they received prior to booking their international shipment. They will see that each rate contains a note similar to the one below.