Navis Pack & Ship Of Seattle

1. My prior response is accurate. 2. Re "my style". Both Alena, my assistant, and I responded to numerous , and often excessive, calls and emails. We also have a signed contract. My [redacted] daughter( Ms. [redacted] was not even our original customer and is complaining as a third party. Note that her daughter is not carrying on with this complaint). She did change her delivery option. Piano outside?--yes, fully 70% of residential customers request "curbside delivery". 3. Two day turnaround was never promised or implied. The "remote location" became an issue after the shipment size was greatly increased, the delivery option changed, and this also changed the paramators of the job, ie. packing, size of the truck needed for transport and delivery. The shipment stayed party due to the deliver carrier attending a funeral service for his mother. Also explained to ms [redacted] daughter. The wedding is irrelevant. 4. Compensation. Not true--calls were not ignored and the $2000 was not requested until many weeks after the delivery when Ms [redacted] visited my office. 5. Additional Charge of $600. Actually this was an additional $1000 charged by the delivery agent for inside delivery that was not in the original estimate or contract. I actually paid $400 out of pocket to the delivery agent . Ms [redacted] was aware of this. She also attempted to secure her own delivery agent, and failed to do so. Enlisting another business to finish the job----common practice to hire a delivery agent is another location, just as we do deliveries for dozens of other companies that ship to Seattle. Very standard practice.6. Insurance----Not ridiculous. Ms [redacted] ( daughter) was given the option of individually listing the items that would be covered by our Declared Value Coverage, or to provide one total amount for the entire shipment. We advise against this, she chose the latter option. We have this in the contract as well. Not ridiculous. Ms [redacted] is choosing to create her own version that lacks fact.7. I have the option of paying for any claim out of pocket. This is done in every industry in many cases. This is my option to exercise at my discretion, not Ms. [redacted] option to dictate. Best Regards,Steven M [redacted] Owner

Complaint: [redacted] I am rejecting this response because: Steve’s response is simply NOT accurate The real issue is his style of not dealing with the phone calls or getting things in writing from the beginning. Who would want a PIANO delivered outside? I did NOT CHANGE MY DELIVERY option!!! I NEVER said curbside would suffice. NEVER. His office failed to get that clarified in the beginning and that is on his office. It would never have even occurred to me that I would need to specify anything with regards to that. I NEVER said curbside, and then changed I would like to know what “reasonable amount of time means” - it was way outside the original dateThey did say that the fact that the shipment was bigger impacted their ability to get out as quickly. That seemed reasonable I understood that to mean instead of a two-day turnaround, it would be a 4-day turnaround. But it was a couple WEEKS before it even hit the road from his location. I was asking about arrival before it even left their warehouseThen they said my “remote location” was reason for the delay in deliveryBut our things sat in the warehouse on the east coast for a couple weeks ALSO - without moving. In fact, it was delivered just before the wedding, but being so late was hugely difficult timingIt is true the wedding was not discussed as it seemed so far out. Compensation was absolutely requestedHe said that he would think on it and get back to me, and then proceeded to ignore my calls EVER after. I made the $refund request BEFORE the furniture was delivered to compensate for the lengthy delay we were experiencing There were a lot of emails right from the beginning stating the acceptance of inventory being larger than estimatedThe issue was not a “reduction of charges.” I was told that the price per pound was less because of the bigger load, which seemed fair. It must happen a lot that people do not know what their weight will be. AFTER the final $charged for the shipment, we were asked to pay an ADDITIONAL $600!!!! Upon delivery. And yes, I put up a huge stink at that point saying that they should have charged us accurately from the get go. They did not “do diligence” on the address we gave themThey enlisted another business to finish their job, and I didn’t have any relationship to that business regarding the well being of our things. IT IS NOT OUR PROBLEM what that cost was, OR the timing problem it caused . Regarding the insurance payment this paragraph is ridiculousSteve says “This is clearly stated on the Shipping Agreement.” In looking at the shipping agreement we see nothing but a $insurance statement, and no declining individual value claim anywhere. We now have read in “fine print on the back” some explanation of this, which is quite shocking to think that a beautiful piano has the same value as a small table lamp! [redacted] and I spoke with the people who handed us this form and asked several questions - most of which they knew very little about but clearly asked about what the value meant. We chose to do $2000, because we assumed that that would be the most we would likely expect to lose in this situation. Not because any one or each item was worth / 65th of that number!! That is ridiculous!!! If there were other options or things we needed to do to make sure the insurance accurately reflected our coverage, we were at no time given that information I asked several times in earlier emails about insurance. The office did give me one explanation in the middle of a litany of emails about individual value declaration never answered my questions about that, and never sent me the form. Clearly NOT something the office was interested in having occur After evading the questions, we did what was offered to us at the moment, by someone who clearly knew nothing about it - the guy picking up our furniture Ridiculous! I am sure that he could always opt to pay out of pocket if he didn’t want to affect his insurance ratesBut I believe that he is required to have insurance when he charged in writing for it, as a business owner who says he does. Does he or does he not have insurance? That is the only important question now Thank you for your concern! [redacted]

1. My prior response is accurate
2. Re "my style". Both Alena, my assistant, and I responded to numerous , and often excessive, calls and emailsWe also have a signed contract. My *** daughter( Ms*** was not even our original customer and is complaining as a third party. Note that her daughter is not carrying on with this complaint). She did change her delivery option. Piano outside?--yes, fully 70% of residential customers request "curbside delivery".
3. Two day turnaround was never promised or implied. The "remote location" became an issue after the shipment size was greatly increased, the delivery option changed, and this also changed the paramators of the job, iepacking, size of the truck needed for transport and delivery. The shipment stayed party due to the deliver carrier attending a funeral service for his mother. Also explained to ms *** daughter. The wedding is irrelevant.
4. Compensation. Not true--calls were not ignored and the $was not requested until many weeks after the delivery when Ms *** visited my office
Additional Charge of $ Actually this was an additional $charged by the delivery agent for inside delivery that was not in the original estimate or contract I actually paid $out of pocket to the delivery agent Ms *** was aware of this She also attempted to secure her own delivery agent, and failed to do so Enlisting another business to finish the job----common practice to hire a delivery agent is another location, just as we do deliveries for dozens of other companies that ship to SeattleVery standard practice Insurance----Not ridiculousMs *** ( daughter) was given the option of individually listing the items that would be covered by our Declared Value Coverage, or to provide one total amount for the entire shipment We advise against this, she chose the latter option We have this in the contract as well Not ridiculousMs *** is choosing to create her own version that lacks fact I have the option of paying for any claim out of pocket This is done in every industry in many casesThis is my option to exercise at my discretion, not Ms*** option to dictate. Best Regards,Steven M***Owner

Regarding the $refund due Ms ***---we tried on numerous accessions to have Ms *** provide her mailing address She provided last week and we promptly mailed her check Regarding her claim that she should have rec'd $400, she is not entitled to this amount Although she did
pay $towards her shipment---shipment and return, the original shipment was sent as an expedited shipment and so was more than one half of the total estimated charge In addition, she stated that there were additional charges added that were not provided to her when she made the payment This is correct The additional charges were for a restricted delivery---a charge that was added by the contracted carrier We were unaware of these charges as the carrier determined this to be the case on delivery of the shipment This is also why the cost was estimated---not a guarantee of the actual cost and charges---as the delivery circumstances were not made certain to us As to the destruction of Ms ***s shipment, this was totally bend our control and was the responsibility of Ms *** and the personnel at the delivery location They were the ones in control of the shipment and communication and ultimately under the control of Ms *** We--Navis--- has fulfilled all obligations to Ms ***

Regarding the delivery date---an estimated delivery date was provided to the customer. Although we did incur some delay, this shipment was still delivered in a reasonable amount of time, and there were no promises made to deliver before a wedding date. Ms *** is not correct that
compensation was requested and was refused. In fact, we reduced the amount of her freight charges by approximately $600. In addition, we paid the delivery carrier $( of the $charge) for the inside delivery portion of her shipmentMs*** failed to provide the reasons for the initial delay in her shipment, as I had explained to her. She grossly understated the size of the shipment---more than double the amount of weight, and approximately three times the volume of the shipment. As I explained to her, this resulted in Navis having to change our pack schedule to adjust for the increase, along with requiring a considerable increase in the time required to pack her shipment. . It also required that we change carriers to accommodate the large shipment. Yes, we were aware of the address in the beginning. This is not what created additional delays. After the shipment was packed, and before it could be placed in transit, Ms *** decided to change the delivery option from "curbside" to inside delivery. This created a delay, and additional cost
Only recently did Ms *** request the $2,refund. This is an ubsurd request, and I provided an explanation of that decision to Ms ***
Regarding the claim for $750----Ms *** elected to pay for coverage for $value for the Total shipment. The reimbursement is calculated based on $divided by the number of pieces in the shipment (65) times the number of pieces claimed to be damaged or lost. Ms *** had the option to have individual items covered for a higher value, but declined this option. This is clearly stated on the Shipping Agreement
Ms *** is incorrect when she states that I charged her for "Insurance" that I do not have. We have insurance. I am entitled to pay this claim out of pocket. Ms *** is not entitled to make up her own rules for compensation. I am providing documents in a second
email, as I have not been able to attach to this response

Complaint: ***I am rejecting this response because:
We are done with this
Sincerely,*** ***

Regarding the delivery date---an estimated delivery date was provided to the customer.? Although we did incur some delay, this shipment was still delivered in a reasonable amount of time, and there were no promises made to deliver before a wedding date.? ? Ms *** is not correct that
compensation was requested and was refused.? In fact, we reduced the ? amount of her freight charges by approximately $600.? ? In addition, we paid the delivery carrier $( of the $charge) for the inside delivery portion of her shipmentMs*** failed to provide the reasons for the initial delay in her shipment, as I had explained to her.? She grossly understated the size of the shipment---more than double the amount of weight, and approximately three times the volume of the shipment.? As I explained to her, this resulted in Navis having to change our pack schedule to adjust for the increase, along with requiring a considerable increase in the time required to pack her shipment.? .? It also required that we change carriers to accommodate the large shipment.? Yes, we? were aware of the address in the beginning.? This is not what created additional delays.? After the shipment was packed, and before it could be placed in transit, Ms *** decided to change the delivery option from "curbside" to inside delivery.? This created a delay, and additional cost
Only recently did Ms *** request the $2,refund.? This is an ubsurd request, and I provided an ? explanation of that decision ? to Ms ***
Regarding the claim for $750----Ms *** elected? to pay for coverage for $value for the Total shipment.? The reimbursement is calculated based on $divided by the number of pieces in the shipment? (65) times the number of pieces claimed to be damaged or lost.? ? Ms *** had the option to have individual items covered for a higher value, but declined this option.? This is clearly stated on the Shipping Agreement
?
Ms *** is incorrect when she states that I charged her for "Insurance" that I do not have.? We have insurance.? I am entitled to pay this claim out of pocket.? ? Ms? *** is not entitled to make up her own rules for compensation.? I am providing documents in a second
email, as I have not been able to attach to this response
?
?

Complaint: ***I am rejecting this response because:
Steve’s response is simply NOT accurate
The real issue is his style of not dealing with the phone calls or getting things in writing from the beginning.? Who would want a PIANO delivered outside?? ? ? I did NOT CHANGE MY DELIVERY option!!! ? I NEVER said curbside would suffice.? NEVER.? His office failed to get that clarified in the beginning and that is on his office.? It would never have even occurred to me that I would need to specify anything with regards to that.? I NEVER said curbside, and then changed
I would like to know what “reasonable amount of time means” - it was way outside the original dateThey did say that the fact that the shipment was bigger impacted their ability to get out as quickly.? That seemed reasonable? I understood that to mean instead of a two-day turnaround, it would be a 4-day turnaround.? But it was a couple WEEKS before it even hit the road from his location.? I was asking about arrival before it even left their warehouseThen they said my “remote location” was reason for the delay in deliveryBut? our things sat in the warehouse on the east coast for a couple weeks ALSO -? without moving.? In fact, it was delivered just before the wedding, but being so late was hugely difficult timingIt is true the wedding was not discussed as it seemed so far out.?
Compensation was absolutely requestedHe said that he would think on it and get back to me, and then proceeded to ignore my calls EVER after.? I made the $refund request BEFORE the furniture was delivered to compensate for the lengthy delay we were experiencing
There were a lot of emails right from the beginning stating the acceptance of inventory being larger than estimatedThe issue was not a “reduction of charges.” ? I was told that the price per pound was less because of the bigger load, which seemed fair.? It must happen a lot that people do not know what their weight will be.? AFTER the final $charged for the shipment, we were asked to pay an ADDITIONAL $600!!!!? Upon delivery.? And yes, I put up a huge stink at that point saying that they should have charged us accurately from the get go.? ? They did not “do diligence” on the address we gave themThey enlisted another business to finish their job, and I didn’t have any relationship to that business regarding the well being of our things.? IT IS NOT OUR PROBLEM what that cost was, OR the timing problem it caused….?
?
Regarding the insurance payment… ? this paragraph is ridiculousSteve says “This is clearly stated on the Shipping Agreement.” ? In looking at the shipping agreement we see nothing but a $insurance statement, and no declining individual value claim anywhere.? We now have read in “fine print on the back” some explanation of this, which is quite shocking to think that a beautiful piano has the same value as a small table lamp!? *** and I spoke with the people who handed us this form and asked several questions - most of which they knew very little about… but clearly asked about what the value meant.? We chose to do $2000, because we assumed that that would be the most we would likely expect to lose in this situation.? Not because any one or each item was worth / 65th of that number!!? That is ridiculous!!!? If there were other options or things we needed to do to make sure the insurance accurately reflected our coverage, we were at no time given that information? I asked several times in earlier emails about insurance.? The office did give me one explanation in the middle of a litany of emails about individual value declaration… never answered my questions about that, and never sent me the form.? Clearly NOT something the office was interested in having occur? After evading the questions, we did what was offered to us at the moment, by someone who clearly knew nothing about it - the guy picking up our furniture? Ridiculous!
I am sure that he could always opt to pay out of pocket if he didn’t want to affect his insurance ratesBut I believe that he is required to have insurance when he charged in writing for it, as a business owner who says he does.? Does he or does he not have insurance?? That is the only important question now
Thank you for your concern!
? *** *** *** *** *** *** ***

Complaint: [redacted]I am rejecting this response because:
We are done with this.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Steve’s response is simply NOT accurate.
The real issue is his style of not dealing with the phone calls or getting things in writing from the beginning.  Who would want a PIANO delivered outside?    I did NOT CHANGE MY DELIVERY option!!!  I NEVER said curbside would suffice.  NEVER.  His office failed to get that clarified in the beginning and that is on his office.  It would never have even occurred to me that I would need to specify anything with regards to that.  I NEVER said curbside, and then changed.
I would like to know what “reasonable amount of time means” - it was way outside the original date. They did say that the fact that the shipment was bigger impacted their ability to get out as quickly.  That seemed reasonable.  I understood that to mean instead of a two-day turnaround, it would be a 4-day turnaround.  But it was a couple WEEKS before it even hit the road from his location.  I was asking about arrival before it even left their warehouse. Then they said my “remote location” was reason for the delay in delivery. But our things sat in the warehouse on the east coast for a couple weeks ALSO - without moving.  In fact, it was delivered just before the wedding, but being so late was hugely difficult timing. It is true the wedding was not discussed as it seemed so far out. 
Compensation was absolutely requested. He said that he would think on it and get back to me, and then proceeded to ignore my calls EVER after.  I made the $2000 refund request BEFORE the furniture was delivered to compensate for the lengthy delay we were experiencing.
There were a lot of emails right from the beginning stating the acceptance of inventory being larger than estimated. The issue was not a “reduction of charges.”  I was told that the price per pound was less because of the bigger load, which seemed fair.  It must happen a lot that people do not know what their weight will be.  AFTER the final $6235.94 charged for the shipment, we were asked to pay an ADDITIONAL $600!!!!  Upon delivery.  And yes, I put up a huge stink at that point saying that they should have charged us accurately from the get go.   They did not “do diligence” on the address we gave them. They enlisted another business to finish their job, and I didn’t have any relationship to that business regarding the well being of our things.  IT IS NOT OUR PROBLEM what that cost was, OR the timing problem it caused…. 
 
Regarding the insurance payment…  this paragraph is ridiculous. Steve says “This is clearly stated on the Shipping Agreement.”  In looking at the shipping agreement we see nothing but a $2000 insurance statement, and no declining individual value claim anywhere.  We now have read in “fine print on the back” some explanation of this, which is quite shocking to think that a beautiful piano has the same value as a small table lamp!  [redacted] and I spoke with the people who handed us this form and asked several questions - most of which they knew very little about… but clearly asked about what the value meant.  We chose to do $2000, because we assumed that that would be the most we would likely expect to lose in this situation.  Not because any one or each item was worth 1 / 65th of that number!!  That is ridiculous!!!  If there were other options or things we needed to do to make sure the insurance accurately reflected our coverage, we were at no time given that information.  I asked several times in earlier emails about insurance.  The office did give me one explanation in the middle of a litany of emails about individual value declaration… never answered my questions about that, and never sent me the form.  Clearly NOT something the office was interested in having occur.  After evading the questions, we did what was offered to us at the moment, by someone who clearly knew nothing about it - the guy picking up our furniture.   Ridiculous!
I am sure that he could always opt to pay out of pocket if he didn’t want to affect his insurance rates. But I believe that he is required to have insurance when he charged in writing for it, as a business owner who says he does.  Does he or does he not have insurance?  That is the only important question now.
Thank you for your concern!
 [redacted]

1.  My prior response is accurate.
2.  Re "my style".  Both Alena, my assistant, and I responded to numerous , and often excessive, calls and emails. We also have a signed contract.  My [redacted] daughter( Ms. [redacted] was not even our original customer and is complaining as a third party.  Note that her daughter is not carrying on with this complaint).  She did change her delivery option.  Piano outside?--yes, fully 70% of residential customers request "curbside delivery". 
 
3.  Two day turnaround was never promised or implied.  The "remote location" became an issue after the shipment size was greatly increased, the delivery option changed, and this also changed the paramators of the job, ie. packing, size of the truck needed for transport and delivery.  The shipment stayed party due to the deliver carrier attending a funeral service for his mother.  Also explained to ms [redacted] daughter.  The wedding is irrelevant. 
 
4.  Compensation.  Not true--calls were not ignored and the $2000 was not requested until many weeks after the delivery when Ms [redacted] visited my office.
5.  Additional Charge of $600.   Actually this was an additional $1000 charged by the delivery agent for inside delivery that was not in the original estimate or contract.  I actually paid $400 out of pocket to the delivery agent .  Ms [redacted] was aware of this.  She also attempted to secure her own delivery agent, and failed to do so.   Enlisting another business to finish the job----common practice to hire a delivery agent is another location, just as we do deliveries for dozens of other companies that ship to Seattle. Very standard practice.6.  Insurance----Not ridiculous. Ms [redacted] ( daughter)  was given the option of individually listing the items that would be covered by our Declared Value Coverage, or to provide one total amount for the entire shipment.  We advise against this, she chose the latter option.  We have this in the contract as well.  Not ridiculous. Ms [redacted] is choosing to create her own version that lacks fact.7.  I have the option of paying for any claim out of pocket.  This is done in every industry in many cases. This is my option to exercise at my discretion, not Ms. [redacted] option to dictate. Best Regards,Steven M[redacted]Owner

Regarding the $100 refund due Ms [redacted]---we tried on numerous accessions to have Ms [redacted] provide her mailing address.  She provided last week and we promptly mailed her check.  Regarding her claim that she should have rec'd $400, she is not entitled to this amount.  Although she did...

pay $1000 towards her shipment---shipment and return, the original shipment was sent as an expedited shipment and so was more than one half of the total estimated charge.  In addition, she stated that there were additional charges added that were not provided to her when she made the payment.  This is correct.  The additional charges were for a restricted delivery---a charge that was added by the contracted carrier.  We were unaware of these charges as the carrier determined this to be the case on delivery of the shipment.  This is also why the cost was estimated---not a guarantee of the actual cost and charges---as the delivery circumstances were not made certain to us.  As to the destruction of Ms [redacted]s shipment, this was totally bend our control and was the responsibility of Ms [redacted] and the personnel at the delivery location.   They were the ones in control of the shipment and communication and ultimately under the control of Ms [redacted].   We--Navis---   has fulfilled all obligations to Ms [redacted].