Map Systems Inc

We are sorry that the customer feels this way, but they did legally sign a contract and agreed to the cancellation policy and the terms and conditionsWe postponed the move and changed the dates as per the customer's requestWe abide by the original move dates for the cancellation window and hence the customer is not eligible for a refundEven though the customer changed her moving dates to a later date, the original move dates apply to the refund policy (" of the first estimated pack or load dateAdditionally, the cancellation policy will apply to the earliest estimated pack/load date in the even of a date change is requested by client")Please see the clause below and the customer's signature acknowledging the cancellation policy:
I hereby confirm my signature on the following document and agree that deposits are 100% refundable with No Cancellation Fee or Additional Charges for moves cancelled outside ten (10) business days (weekends and federal holidays excluded) prior to the first estimated pack or load dateI understand that deposits are non refundable for moves cancelled, reserved, or placed on hold within ten (10) business days (weekends and federal holidays excluded) of the first estimated pack or load dateAdditionally, cancellation policy will apply to the earliest estimated pack/load date in the event a date change is requested by clientAll cancellation and refund requests must be sent in writing via e-mail to [email protected] requests sent to Map Systems, Incafter business hours (6:PM EST) will be considered received on the following business day.Name: *** ***Email: ***_***@hotmail.comSigned Date: Monday, 10/03/- 16:59:EST.IP Address: ***Internet Browser: Safari
The client requested the date change and then later cancelledAll which is foreseen in our cancellation policy for those clients who change to later dates in order to get a refund when they are already within the non-refundable cancellation window

Map Systems, Incwould like to formally apologize to Ms*** for any inconvenience that the delivery of her items may have caused her and her familyBecause our moves are long distance, cross-country moves, delivery issues may often arise since not all aspects of moves can be controlled
including delayed or changed routes, shared trucks, inclement weather and DOT inspectionsWe have, however, been in contact with the customer in regards to her issues and to help her file a claim for proper compensation for her damaged items against the carrier in charge of the deliveryOnce the claim has been processed by the carrier, the customer will receive compensation from them directlyWe have also offered the customer compensation from our behalf as a good faith effort for the inconveniences caused to her, to which the customer has acceptedWe are still here to aid the customer with any questions or concerns that they may have towards the carrier about their move or claim and we encourage them to reach out to our office directly to help them address those concernsAgain, we apologize for any inconvenience to the customer and her familyWe look forward to continue helping her with this dilemma further and appreciate the patience and cooperation on her behalf

Complaint: ***I am rejecting this response because: I am requesting that all of my recorded calls be reviewed by the Revdex.comPlease advise if you need and where I should send my phone records so a proper analysis/review with MSI's recorded call log can be done.Sincerely,*** ***

The allegations from this customer are falseYes, we did call the customer, but only to review the agreement for her refund since we are required to have her signature in order to process itAt no time did we threaten or harass the customer in any way nor did we ever threaten to take legal actions against her, it is not in our policy or procedure to do soWe did let the customer know that we tried calling numerous times and left voicemails for her to resolve this matter and process her refund to no avail or response, when we did ask if she received these calls, the customer then got agitated and became irate and rude with our representatives, which is opposite to what she claimsThroughout the process we did not lose our composure or professionalism since our phone calls are internally recorded and monitored for quality assurance purposesHence, we stand by our claim that these allegations are and in no way threatened the customerAgain, our phones calls were to resolve this same matter and process the customer's refund and she so requested

We apologize for the inconveniences to the customerAs explained to her during our customer care calls with her, unfortunately there can be a lot of delays in the long distance moving industry, including route changes and DOT inspectionsIn this case, we informed the customer of unforeseen delays
in getting her move pickbecause of the particular routeWe are looking for a carrier to service her move as soon as possible and we have potentially found one to service the move in the next two daysHowever, we have called the customer several times between yesterday (9/7/16) and today (9/8/16) to discuss the pitimes with the customer that the new carrier is able to accommodate but the customer has not responded to our calls and voicemailsWe do have a carrier available and request that the customer please contact us as soon as possible to arrange the detailsAgain, we do apologize for the delays but can rectify the situation with the new carrier and potentially a partial refund for the inconveniencePlease contact us directly to our office line and ask to speak with a customer care representative or a dispatcher to continue with the move

We sincerely apologize that the customer feels they did not receive a move that reached the standards that our company abides byThe customer is eligible for compensation for any damaged item as per the standard liability protection under our contract and the contract with the carrier who performed
the moveA claim must be filed with the carrier's claim company by the customer only for proper compensationAs per our internal notes, we spoke with the customer on 10/and advised them of thisWe can gladly continue to aid the customer in filing this claim or followion the status of the claimFor this, we advise the customer to contact our office directly to speak with a representative that can assist them with the claim process

As stated earlier, we apologize for the inconvenience but we have addressed the customer's concernsUnfortunately, the carrier assigned to the job did run into delays and for those delays, the customer was compensated forIF the customer would like to file any further claim for any damages or issues, we advise them to please contact our office directly by phone to our office line (800) 433-to speak with a customer service representative that can walk them through the steps to filing a claim through the carrier who performed their move for proper compensationPhone communication will always be the best way to reach our representatives, since they can direct the call to the representative or manager that can best help themAgain, we can help the customer further if they give us a call

Complaint: ***I am rejecting this response because: After speaking with Seth a 7:27am July 29th, he advised me that MSI would offer a $credit but I had to accpet the offer "right now" to avoid the Revdex.com and legal actionI advised Seth I was unclear on the details of the creditI asked Seth to send me a email with all pertinent information regarding the credit for my reviewSeth agreed that he would send that information right away, however, I have yet to receive an email or phone call from SethI followed up with Seth via email July the next day recapping our conversation and again, I received no replyI'm not sure if; calling before 8am, mentioning/threathing legal action, and/or the lack of detailed information is scare tactic to get me to settle for a credit that I don't fully understand or if this company simply doesn't care how this situation negatively impacted me and my family's life
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
The information contained in the business response is false My piwas on 07/ Further, multiple calls were made to their office with not one return call I have uploaded a log and letter I initially sent that was unable to be delivered by UPS as I was advised MrU*** was unable to be located The letter to Montana was delivered just today
Further, no response has been received regarding the poor service I received, the demand for a tip to avoid additional charges, or the fact that my move was not scheduled correctly from day one Please review the documents I have uploaded - the carrier may have offered a discount, but $for a move that was four days late and so poorly communicated requires further attention for amends
Sincerely,*** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***
Nothing has been nullifiedNow they have me going through all types of stepsOn top of that, a few items showed up at my new house damagedAlso my husbands weight equipment which they took apart and put together and they assured me that they do this and there will be no issuesHis weight equipment was missing bolts and and nuts and not put back together correctly and much of it is now unsafe for use because of the missing piecesA vintage drafting table that they packaged and wrapped has giant gougesThey also left our cornhole boards

Since the customer has filed the claim, they will receive proper compensation for their damagesWe have contacted the carrier who performed the move and asked for the status of the claim for compensationThey informed us that the customer filed the claim on Oct26thThey have a 120-day window for processing, but most claims get approved and processed within 30-daysIf the customer has any further issues that we can help them with, they are welcome to contact us at the office number directlyThey are welcome to call us at any time to receive updates on the claim process and we will gladly follfor them

Once again, we apologize for the inconveniences and according to our company notes, the customer was advised about filing a claim directly with the carrier for damagesAll information on how to file that claim was relayed accordingly to the customer when she spoke with one of our customer care representatives on Aug24thThe claim must be filed directly with the carrier who performed the move in order to get proper compensation for any missing or damaged itemsWe can gladly follow up on the process of the claim once it is filedFor this, we advise the customer to please contact us directly to our office number and we can follwith the carrier

We apologize for the inconvenience to the customer, however, upon placing the reservation the customer signed and agreed to our contract which explicitly displays the cancellation policy times before a customer signs the contractPrior to signing the contract, the customer must also check off
that they have read, understood, and agree to the cancellation policyAs per the cancellation policy below, the customer was not eligible for a refund when they cancelled their move with us:
Company Refund /Cancellation Policy:
Deposits are 100% refundable with No Cancellation Fee or Additional Charges for moves cancelled outside ten (10) business days (weekends and federal holidays excluded) prior to the first estimated pack or load date. I understand that Booking Fees/Deposits are non-refundable for moves cancelled, reserved, or placed on hold within ten (10) business days (weekends and federal holidays excluded) prior to the first estimated pack or load dateAdditionally, cancellation policy will apply to the earliest estimated pack/load date in the event a date change is requested by clientAll cancellation and refund requests must be sent in writing via e-mail to [email protected] requests sent to Map Systems, Incafter business hours (6:PM EST) will be considered received on the following business day
This customer called two days prior to her move to change the dates, which we accommodated to without any additional chargeHowever, according to our policy, eligibility for refunds go according to the first scheduled moving date, not any change of datesThe customer cancelled her move on 10/17/16, well after the original moving dates and hence is not eligible for a refundAttached to this response is a screenshot of the contract prior to signing as proof that the customer must check off that they have read, understood, and agreed to the cancellation policy, which this customer signed on 10/3/at 4:PM EST
We can gladly put this move on hold for the customer to use this deposit towards another move within the coming year, however we cannot refund it accordingly to her signed contractIf the customer would like to place the move on hold, we advise them to please call our office directly to assist them

Thank you for all your helpI believe it was miscommunication, but the thanks for all your help once again
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: [redacted]I am rejecting this response because: I didn't get their service at all . That's unfair for the customers. I think only they have a policy like that. They should be penalized for cheating on customers. They are fake and they are not the real movers. They just get the contract signed and even the customer cancel that they will keep that money. I don't think no one else has contract like that. Their contract says 10days prior to that customer has to notify. No one else has anything like that. I went through other movers to find out is that true. All others charges once they deliver the goods. Only map system moving charges when they sign the contract. Others only get the informations about the cards but never charge . This is a fake company and has to be penalized for the fraudulent activity. Revdex.com has to go through their reviews. And they threatened the customers to remove the complaints. I need my money back. This is a fake contract. And they don't do the job and someone else do the job . They just communicate only. The person who promised to take the stuff don't  charge anything for cancellation. Only map system moving keep that money. This is steeling and it's a fraudulent activity. I am not going to stop till I get my money .Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is a crooked boiler room operation which lies and doctors documents to STEAL from people. There was no truck dispatched because you're a broker not a moving company, so there we have a lie. The trucker you called said he would not take a credit card and Seth your employee said I could pay with a credit card...therefore the truck driver you called did not want the job from you. You were supposed to move me the next morning and NOBODY showed up. You're an absolute crooked operation taking advantage of people and the elderly. If I agree to have you move me in the morning LESS THAN 18 hours from when I'm on the phone with you and you say I can pay w/a credit card and you don't show up then YOU did not provide services and there is NO cancellation window. It was SUPPOSED TO BE THE NEXT DAY. This company should just be put right out of business for their crooked devious ways of 'supposedly conducting business'. They need to stop with ALL OF THEIR LIES! I wish you would research reviews on the Internet on this crooked devious company. Liars is what they are to STEAL from anybody they can get away with it from. And AGAIN THE BOTTOM LINE IS YOU CROOKS DID NOT PROVIDE A SERVICE TO JUSTIFY KEEPING MY $1350!!!Lying thieves. And you know it. But crooks don't have a consciousness. They think their entitled to steal.
Sincerely,
[redacted]

We sincerely apologize for the delayed pick-up for the customer. Keep in mind that because these are long distance, cross-country moves, anything from delayed or changed routes, to shared trucks, to weather and DOT inspections can delay pick-ups and shipments from reaching the customers at desired...

times. We have contacted the carrier, however, and they have agreed to discount the customer for the delayed pick-up. We are in constant contact with them, and we will advise them to reach out to the customer with an amount and time for the refund or discount for the inconvenience. The customer is also welcome to reach out to us directly should they have any further questions or concerns that we can help them address with the carrier. Again, we apologize for the inconvenience and we're here to further assist them with any issues.

Complaint: [redacted]I am rejecting this response because: Delivery within contract time was not an issue. The contract I signed with the pickup crew states that they have 21 business days to deliver, not thirty. I still have not received the promised 1000$ refund that Seth said would occur. The issue at hand is that the business acted unethically by telling me mis-truths about the delivery date on multiple instances when I called, and it was obvious that this occurred just to appease me to get me to stop calling. Each time I called, about every 72 hours after the 1st available delivery date, I told that the truck was being loaded, and that a driver would call me within 72 hours to confirm the delivery time 18 to 24 hours prior to delivery. This occurred for  nearly the last month, and delivery has finally been confirmed for the 9th between 8 and 10 am. I would have been satisfied with the company had they just been honest about the delivery date up front, and not made false promises that they could not keep. I believe discounted pricing is in order due to incredibly disjointed, unethical, and unprofessional communication. Even after I was assured by the owner that delivery would occur within 72 hours  on Friday, July 1st, delivery was still not scheduled until July 8 th for the following morning.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the response provided is inaccurate.   We are charged by cubic feet, not by "boxes" or "Number of items".  The issue here is that the cubic feet for which I was charged was inaccurate and Map Systems failed to follow up on my documentary evidence to discover that I was overcharged or assist me with getting a refund as the contract which I executed with them provided that they would.
The background is as follows:  Upon beginning the move once the carrier had left with my belongings I had contacted Map Systems multiple times about this issue and they had neglected to call me back until days later.  As I mentioned previously, upon arriving the carrier that they contracted encouraged me to split my things into multiple boxes, which I obliged.  Once we were done, the carrier gave me a significantly higher estimate and told me "Map Systems always under-estimates the actual space required to move", then the carrier threatened to not take my stuff if I did not sign their documentation.  As the agent for the carrier Map Systems are responsible for the carriers actions and for ensuring that honest measurements were taken of the belongings provided. 
The carrier quoted me and forced me to sign without any proof of measurement, an increased bill of lading or moving estimate for 950 cubic feet.  I had no metric for determining whether this was an accurate estimate.  I was pushed by high pressure and threatening statements into signing the documentation or having my belongings left on the street.  At the point of receiving my belongings after the deliver was I able to determine that I was significantly overcharged for the move by being able to see and being provided with factual documentation of the actual cubic feet used in my move which was 650 cubic feet.  Upon learning this I sent photographs, statements and objective evidence to MapQuest for them to act on my behalf to get me a refund. 
Map Systems neglected to ask for evidence of the actual cubic feet utilized or to get the documentation of the truck's actual storage, instead referring to the "number of items" and number of boxes, which is clearly a trick that they use to overcharge their clients and is not directly applicable to the amount I was charged.
I have since had to follow up directly with the carrier who acknowledged that I was significantly overcharged and I am attempting to but still have not received my refund.  Sincerely,[redacted]

This message is directly to Mr. [redacted]. We sincerely apologize that our cancellation policy has created an inconvenience for you. We here at Map Systems look to make sure that customers are completely satisfied with our company even in the event of a cancellation. As per your conversation with Seth...

from our Operations Department, we are willing to offer a partial refund of $300.00 in an effort to display good faith, although deposits are normally not-refundable as per the signed agreement. We did pay out our carrier the remainder of the deposit to cover their losses for labor and additional resources. (This is the reason as to why our cancellation policy is set up this way.) Either way, we will be processing your $300.00 by the end of business day today, and refunds do take up to 10 business days to process. Again, we appreciate you working with us and look forward to closing this case out. Thank you.