First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. When creating a tractor trailer route things are planned sometimes weeks in advance. ...
Consolidation of shipments is crucial. The customer must remember that the tractor trailer routes are made up of pickups and drop offs their entire routes. Sometimes the movers are on their routes without returning home for weeks. When there are unforeseen circumstances which constitute a change in the destination (which is NOT a cancellation) we will do our best to accommodate the change as quick as possible. We could not tell all the other customers who had their lives scheduled based upon their moves that suddenly we have to double back and they must wait. We had to incorporate the delivery to New York in an efficient manner. The customer was estimated at 400 cubic feet at $3.75 per cubic foot. At pickup their items took an additional 30 cubic feet. There was 5% fuel surcharge and then she had packing and materials charges of $246. This totals $1,939.12 This move was not a cancellation but a change in the delivery address; we arrived, packed and loaded the shipment and proceeded with the other people we needed to service for the route. Per our applicable tariff which governs how we operate and charge for moves, when the destination changes we must charge the customer our predetermined rate which is applicable for the zone they are being delivered to. The rate for the zone for New York is $3.50 per cubic foot. The difference due to the customer is $112.87. 430 cu ft. x $3.50 = $1,505. $1,505 + 5% Fuel Surcharge = $1580.25 Packing & Materials = $ 246 + $1,580.25 = $1,826.25 Total Amount paid $1,939.12 Adjusted Amount $1826.25 Customer Overpaid by $112.87 We have instructed our 3rd party claims company CSI to send the customer a release form for $112.87 so that we have the refund legally processed and documented. The customer needs to sign and return the release form to CSI who will forward it to us for us to send the customer payment. We regret that the customer felt the need to file a complaint. We trust that the above explanation enables them to better understand our position on these matters.
Complaint: [redacted]
I am rejecting this response because:
It was not a change of address, my move to Florida was cancelled due to unforeseen circumstances and to return my things back to the pick up addresse. I was told by the boss himself (mike) that I was being charged for storage, so now all of a sudden I'm being charged for delivery.
Regards,
[redacted]
Customer was offered a refund in the amount of $112.87 which is the difference that was due to the customer, she declined. As stated this move was not a cancellation but a change in address; we arrived, packed and loaded and proceeded with the other people we needed to service for the route. When the destination changes we must charge the customer our predetermined rate for the zone they are being delivered to. We have contacted CSI our claims service provider to initiate a claim file for the customer and allow her to file a proper claim as required by law. The customer was sent login information on 06/05/17 in order to file a claim online and up to date no claim has been received. She can include her complaints in her claim. CSI will review and advise if we are to compensate the customer anything additional. CSI is a neutral 3rd party. For further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email at [redacted] Please provide Claim ID [redacted] when contacting CSI. Kind regards,
First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. When creating a tractor trailer route things are planned sometimes weeks in advance. ...
Consolidation of shipments is crucial. The customer must remember that the tractor trailer routes are made up of pickups and drop offs their entire routes. Sometimes the movers are on their routes without returning home for weeks. When there are unforeseen circumstances which constitute a change in the destination (which is NOT a cancellation) we will do our best to accommodate the change as quick as possible. We could not tell all the other customers who had their lives scheduled based upon their moves that suddenly we have to double back and they must wait. We had to incorporate the delivery to New York in an efficient manner. The customer was estimated at 400 cubic feet at $3.75 per cubic foot. At pickup their items took an additional 30 cubic feet. There was 5% fuel surcharge and then she had packing and materials charges of $246. This totals $1,939.12 This move was not a cancellation but a change in the delivery address; we arrived, packed and loaded the shipment and proceeded with the other people we needed to service for the route. Per our applicable tariff which governs how we operate and charge for moves, when the destination changes we must charge the customer our predetermined rate which is applicable for the zone they are being delivered to. The rate for the zone for New York is $3.50 per cubic foot. The difference due to the customer is $112.87. 430 cu ft. x $3.50 = $1,505. $1,505 + 5% Fuel Surcharge = $1580.25 Packing & Materials = $ 246 + $1,580.25 = $1,826.25 Total Amount paid $1,939.12 Adjusted Amount $1826.25 Customer Overpaid by $112.87 We have instructed our 3rd party claims company CSI to send the customer a release form for $112.87 so that we have the refund legally processed and documented. The customer needs to sign and return the release form to CSI who will forward it to us for us to send the customer payment. We regret that the customer felt the need to file a complaint. We trust that the above explanation enables them to better understand our position on these matters.
Complaint: [redacted]
I am rejecting this response because:
It was not a change of address, my move to Florida was cancelled due to unforeseen circumstances and to return my things back to the pick up addresse. I was told by the boss himself (mike) that I was being charged for storage, so now all of a sudden I'm being charged for delivery.
Regards,
[redacted]
I would like to close my complaint against moving relocations systems, LLC. Thank you.[redacted]
Customer was offered a refund in the amount of $112.87 which is the difference that was due to the customer, she declined. As stated this move was not a cancellation but a change in address; we arrived, packed and loaded and proceeded with the other people we needed to service for the route. When the destination changes we must charge the customer our predetermined rate for the zone they are being delivered to. We have contacted CSI our claims service provider to initiate a claim file for the customer and allow her to file a proper claim as required by law. The customer was sent login information on 06/05/17 in order to file a claim online and up to date no claim has been received. She can include her complaints in her claim. CSI will review and advise if we are to compensate the customer anything additional. CSI is a neutral 3rd party. For further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email at [redacted] Please provide Claim ID [redacted] when contacting CSI. Kind regards,