Navis Pack & Ship

***See Attached***

That's what I've experienced with my first interaction with Joe Hillmann Plumbing company: - I needed to replace outdated / cumbersome and clogged water filtration system for generating drinking waterThat system was located under the kitchen sink - I've got a friendly reception over the phone by GloriaShe scheduled a visit of one of the company's plumber to my apartmentScheduling that visit Grloria met a narrow window of my available time prior to me leaving my apartment for an multi-days trip - Technician Alex [redacted] suggested me a model of the modern water filter, accuired it per my approval and installed itAlex performed an excellent professional work (neat, clean!) by removing the old system Also Alex friendly answered my questions related to other plumbing questions

This customer called [redacted] on December 21, and authorized us to handle his purchase from [redacted] , one of our best and most important business partners He did not request an estimate I explained to him that the reason [redacted] has several shippers in their program is because different companies specialize in different kinds of items [redacted] is a high-end packing & shipping company and customers tend to use us for items that are large, heavy and valuable and need to be palletized or crated for safe shipping I further explained that we do also handle parcel shipments, and many customers choose to have us handle smaller items for them, especially if they are shipping valuable and/or fragile items I told this customer that we would do an excellent packing job and would give him the best price possible for the job.That is exactly what we did The pickup at [redacted] , which is miles from our warehouse, took two hours, in heavy traffic, and the packing labor for a custom-built corrugated box was another hour We invoiced the customer $92.69, for the pickup, packaging and shipping via [redacted] Home Delivery For perspective, the price of our average job is more than $and, in nearly nine years of doing business, including more than shipments, we have done exactly twelve jobs for under $100.If the customer had asked, when he first called, whether our best possible price would be less than $25, I would have tried my best to keep from laughing and told him that was impossible Our labor costs alone are more than $per hour, including payroll taxes, worker’s comp insurance and benefits This does not even include our cost for fuel, packing materials and shipping via ***, much less any contribution to the overhead of the business, which we need from every job in order to stay in business at all.Despite our deeply discounted pricing, after receiving our invoice for $92.69, this customer immediately contacted [redacted] to complain about our pricing [redacted] has fully supported us and made it clear to the customer that [redacted] is their most preferred shipper and felt that our pricing was extremely fair and reasonable and that we had handled his job with complete professionalism and honesty Despite this, the customer wrote back to us: “you are a joke release lot to the [redacted] Store they will be picking up tomorrow..” I then responded to the customer that we could not the work we had already done, but would be willing to charge him only $for the pickup and custom packing and he could have [redacted] do the shipping.The customer then complained to the [redacted] Home Office and, after much correspondence and wasting of their time over a trivial sum, he finally agreed to our offer of $for the pickup and packing However, the customer also stated his intention to file a complaint with the Revdex.com, stating that we are “attempting to charge 400% over local shops.” It is a complete fabrication on his part that I told him to not file this complaint In fact, I told him just the opposite, that he should file the complaint, in order for us to get his dispute resolved We have not “stolen” his items; we have indicated our willingness and desire to work with the Revdex.com on this dispute, as he notified us he intended to do, and we have every intention of completing this job once his dispute has been resolved.I am not clear on whether this customer believes that other companies would charge less than $for pickup, packing and shipping or less than $for pickup and packing Neither is anywhere close to reality and the Revdex.com should ask this customer to bahis assertion with invoices for similar jobs from [redacted] At those prices, we would not even be covering our labor costsPlease note that the [redacted] Store informed me that they will be charging this customer $for the shipping only They did not, despite the customer’s assertion, provide an estimate for the identical shipping service and our price was not 400% more, which would have been $The facts are that the customer has agreed to pay $to two different companies for the same services that he could have paid us $for more than a month ago, and he will be paying 38% more (!) for shipping with [redacted] than we would have charged for shipping with *** I have in no way and at no point been rude or insulting to this customer, and can provide all the email correspondence between us as evidence In fact, it is this customer who has been rude and insulting to me, continuing to complain to [redacted] and slandering my company and me personally through (in his words) “social media focusing on collectors and dealers, and associations in the philaarea.”What this customer clearly is doing has become known as “reverse bait-and-switch,” an increasingly common scam – enabled by social media and websites such as [redacted] which profit in posting negative reviews of small businesses – perpetrated by authorizing a job without an estimate and then attempting to threaten, intimidate and bully shippers into accepting a ridiculously low price for their work I am fully confident that the Revdex.com will not be a party to it For confirmation on anything I have written here, please feel free to contact [redacted] at [redacted] , [redacted] , info@ [redacted] .com, and [redacted] at [redacted] Home Office, [redacted] ***, [redacted] @ [redacted] .com

I have already responded to this complaint twice before, and there is little more I can say. It is a fact that Navis Pack & Ship has done more than 5400 shipments with zero at-fault insurance claims. It is also a fact that shipments can be damaged in transit, which is why companies like Navis offer insurance. The customer's mother declined insurance when we did the pickup and the customer declined insurance before shipment, and both were provided release forms stating "the customer has their own insurance that will cover any loss or damage to the items," If the customer had taken the optional insurance we offered, we would have been able to submit a claim on her behalf under our policy. But she did not, she elected to waive our insurance coverage. Instead, she has submitted the damage claim to her own insurance company and will be reimbursed by them.The same release form, presented twice to the customer, also stated "Liability covers only the merchandise. The shipper is not liable for freight cost, carton and packaging materials costs." Despite this, the customer has also gotten her credit charges reversed for the work we performed. This customer is an attorney with a major law firm and a PhD. She understood the terms of our contract all along, as well as the risks inherent in waiving insurance coverage, and is now pretending otherwise. As it is, the customer has now not paid us anything for our work, is being reimbursed by her own insurance company, yet continues going out of her way to cause trouble for a small, family-owned business. Enough already!

Alex is very pleasant and knowledgeable, also very professional He did everything he could to help me and to answer all my questions I would ask for him again

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because the business violated their duty of care in packaging and shipping the grandfather's clock They held themselves out as an experienced shipper of valuable articles, including grandfather's clocks, art and antiquesThey also informed me that they were fully insuredThey did not offer me insurance at the time the contract was accepted, or at the time the clock was picked upThey sent me a contract that purported to waive insurance coverage close to two weeks after they picked up the clock, which I did not sign or acceptI have received an estimate indicating that the clock will cost at least $3,to repairNavis caused this damage through their negligent packaging and shipment of the clock, and should take responsibility for their failure to secure the clock properly for shipment.:
Regards,
*** ***

I am rejecting this response because:I am unable to open and read the emails that were attached so I can only refer to ones that I have copies of and the wording Greg has used. On 4/6 I did send an email about items that were missing were found in the trunk after a locksmith opening it. I also indicated in that email that I had not inspected all the items and boxes yet. Only that the missing items were found. I do not have the email he says from 3/and I do not know the dates of the other emails he attached. I can not address any details in those. Next I would like to address the days and not inspecting things more closely. My Brother was in the hospital for over 75days during this time. He was lucky to survive a hour surgery and almost died from the infection that followed the surgery. I had to spend time with him supporting him in hopes that he would live. He almost died two additional times where the Drs had to shock his heart to stop it and then minutes later re-shock him to bring him back. So as you can see I was a little preoccupied with family emergencies. Due to that and moving locally from one location to another I was not able to unpack the china hutch and all of glass for days. Which brings me to the white glove service that I did not receive. I was informed that meant it would be packed and crated individually and on the delivery end it would all be unpacked and put together. If I had received white glove service the hutch would have been unpacked and put together on delivery. Instead I had to unpack it and put the glass in it myself I paid for that service and did not receive it. So when I did get to finally unpack it and un-crate all the furniture items and the hutch there was no glass for one side of it. As for broken glass there was glass in the bottom of the hutch. I think I indicated that in one email. That may have been from the shelving that has chips out of every corner. He did not address the mirrors at all that were damaged. As for his comment on stealing I do not think I ever accused anyone of stealing. I indicated things were missing as they were until the trunk was opened. I did not pack items in the trunk so I had no way of know what was in there until it got unlocked. The carpet was damaged and he did offer to clean that but my Mother informed me that it was being replaced when she moved out so he did not need to come clean it. This all could have easily been resolved if Greg had responded in any way to my concerns at 90days. I was ignored. No response to emails or phone calls left with Anne. Thats professional? We could debate that but that is not the point of this response. I have attached an email from Feb28th indicating white glove service. I may have additional documents on paper that indicate it also. I will find those and send those separately

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The fact remains that the courier did not honor our agreement to provide us door-to-door service in exchange for the $1,that we paid to them.
We've been in business for years and as a whole I've worked in IT for over yearsIn all that time, we've never had issues with international shipment being held up by customs due to the failures of the courier to properly advise us and provide us with all the requirements ahead of timeWe've shipped equipment throughout the world to places including: *** *** *** *** *** *** and the ***.
It was through the efforts of the licensed broker (Mr*** who we hired for $2,that "truly" worked on our behalf to have the equipment released from customsOtherwise, the equipment would still be held in customs incurring daily storage fees, because we were advised by *** *** that the processing time for the required paperwork takes on average nearly weeks*** *** is the local courier that was contracted by Mr*** *** companyIt was *** *** that advised us that the paper filled up by the courier showed door-to-port.
Before we hired the licensed broker on our behalf, we tried to comply with the required paperwork which Mr*** *** company failed to advise us ahead of timeAs a matter of fact, it was not Mr*** *** who advised us, but rather *** *** after custom's would not release the packageDuring the process we quickly found out that it was not as simple as filling out a pile of paperwork, but we needed to obtain government documentation which required us to visit government offices, stand in line, fill-out more forms, pay more processing fees and more processing timeIt was not in our best interest to spend more time and resources with no guarantees, so this is when we seeked the services of the licensed broker to have the equipment released by customsThe statement by Mr*** *** that we "declined to submit them" is not true, and I am not certain if he truly knows the process specific in the ***The fact we were able to hire a licensed broker to have the product released by customs speaks to that, as he was unable to provide the agreed services
Mr*** *** efforts from our perspective was to send a couple of emails back and forth between us and *** ***, in which resulted in them advising us after the fact to comply with the paperwork that I eluded toAnd as I stated, we could have been advised of these requirements ahead of time so as to save time and money, rather than dealing with it after the factAgain, we've never had these issues with other courier's, but that's besides the pointThe fact is that Mr*** *** company did not provide door-to-door service for $1,800...instead we had to seek the services of further resources to help us with the final delivery
I close by saying that in our effort to fully understand all our viable options if we were unable to get customs to release our package in a timely manner, we inquired through the phone with his office regarding possible refundDuring one of the conversations he became agitated and made statements that we did not appreciate, so we left it at that since we felt we were not getting anywhereWe questioned his Customer Service skills, a lot of talk, no action and more importantly no resultIt was at this point, we stopped communication with his office and pursued other avenues to get the desired result of recovering our equipment
What's most important to us is getting our equipment so our employees can begin to use themWe obviously spent additional money to make this happen so it is money well spent and deservedWe can provide documentation as proof of our additional expenditure, if it resolves our complaintEither way, we don not think it is right and ethical for us to pay for services that we did not fully received
Thank you.]
Regards,
*** ***

One again Joe Hillman plumbing has come through 110% The worker they sent over Alex was incredibly nice explained everything pricing was great didn't take long at all I would recommend Joe Hillman to everyone I know Once again Alex was a complete gentleman , Their employees are outstanding I've had Alex and JJ and they both were very very professional

That's what I've experienced with my first interaction with Joe Hillmann Plumbing company:
- I needed to replace outdated / cumbersome and clogged water filtration system for generating drinking waterThat system was located under the kitchen sink
- I've got a friendly reception over the phone by GloriaShe scheduled a visit of one of the company's plumber to my apartmentScheduling that visit Grloria met a narrow window of my available time prior to me leaving my apartment for an multi-days trip
- Technician Alex *** suggested me a model of the modern water filter, accuired it per my approval and installed itAlex performed an excellent professional work (neat, clean!) by removing the old system
Also Alex friendly answered my questions related to other plumbing questions

I hired Navis Pack & ship to move a collection of personal belongings from USA to Japan They agreed to move the items door-to-door for a flat price of $5,USD On 4/25/I paid this with a credit card On 5/31/the items arrived at port in Japan Navis is now insisting that I send the receiving party to the port to 1) pay more money, 2) fill out more forms and 3) carry the items from port

I will keep this factual
The complainant's statement that the shipment was stopped because: "the form said it was port
only not door-to-door" is falsePlease see the enclosed Shipper's Letter of Instruction that clearly
shows the shipment travelling "Air
Freight Consolidated, door-to-door, with customs clearance"
The shipment was held because the consignee was not a registered importer with the ***
*** ** ***I've worked overseas throughout my career and most companies doing
business overseas make it a practice to ensure that they are in compliance with all local
ordinances and regulationsWhy this was not the case here I do not knowThe forms necessary
to apply for registered importer status were supplied to their local office by the carrierThe local
office declined to submit themWe asked the local office of the carrier if the forms could be
completed and submitted from the US and we were told they could notAll of this is documented
and copies can be provided if necessary
His statement that: "They washed their hands and when we asked them for help or refund, they
refused and got angry." This is also not accurateWe made numerous attempts via email to help
them resolve the situationWe communicated on their behalf with the carrier both here in the U.S
and in the ***I can provide the email strings if need beSome of the emails we received
from them even include expressions of gratitude for our efforts on their behalfThey never asked
for "a refund"On 09/they asked about submitting an insurance claim "because the goods had
not been delivered"I explained to them via email that should it be established that their goods
were lost or could not be delivered through some fault of the carriwould h!'Jppily submit ar:
insurance claim on their behalfThey did not pursue this any further.
I'm reluctant to delve into his statement that they had to pay an additional $because I do
not have access to any of the factsI do wonder however how much of that $was duty on
the computers which would have been due no matter how or with whom they had shippedI also
know that even here in the US a typical charge for customs clearance is under $Finally,
according to the carrier website the goods were delivered by them to "June *** ** *** I
Licenced Brokerage" on 09/suggesting they were never in the possession of "customs" as the
complainant seems to suggest
To date there has been no notification from their credit card company that the amount is in
dispute and should there be one in the future we will vigorously defend our position
Given the facts of this case, the complainant's desired settlement is unreasonable and will be
given the consideration it deserves
** *** ***
Enclosure
c.c.: *** *** *** ** *** ** ***

Today's service call was to replace an aging toilet in master bathJJ our service technician did a first rate job and was extremely courteous and exceptionally neat I was impressed that there was no clean up required after his service call We rely on Joe Hillman for a long time and we have never been disappointed!

Revdex.com:
We appreciate Mr***’ efforts to resolve this situation, and therefore
we will once again attempt to clarify the issues he raisesWe would also stipulate that Mr*** is a busy man who can be excused for mis-remembering
or mis-representing some of the factsWe have included his rebuttal below and inserted our responses to his various
assertions in bold italics in the body of that communication
“I have reviewed the response made by the business in
reference to complaint ID ***, and have determined that this proposed
action would not resolve my complaint.
For your reference, details of the offer I reviewed appear below
[The fact remains that the courier did not honor our
agreement to provide us door-to-door service in exchange for the $1,that we
paid to them$was the TOTAL charge to pithe goods from LA,
custom pack them, insure them, ship them to the ***, clear them through
customs and deliver themThe first four of those were provided as contractedThe
last two, as we will clearly show later, the consignee elected not to take advantage of
We've been in business for years and as a whole I've
worked in IT for over yearsIn all that time, we've never had issues with
international shipment being held up by customs due to the failures of the
courier to properly advise us and provide us with all the requirements ahead of
timeWe've shipped equipment throughout the world to places including: *** *** *** *** *** *** and the
***Since they have shipped equipment to the *** in the past it seems
reasonable to conclude that they should have known the import requirements of ***
customsWe have been doing this for
years and this is the first time we have come across a company that did not
know the local import requirements in one of their subsidiary markets
It was through the efforts of the licensed broker (Mr
*** who we hired for $2,that "truly" worked on our behalf to
have the equipment released from customsOnce again, we would point out that customs brokerage
fees in the U.Srange between $and $We don’t understand what Mr
Canares could possibly have done for his $2,Otherwise, the equipment would still be held in customs incurring
daily storage fees, because we were advised by *** *** that the
processing time for the required paperwork takes on average nearly weeksThe shipment
arrived in the *** on 08/On 08/we received an email from ***-SCS
in the *** (in response to our inquiry) advising of the reason for the
delay in the customs clearance processIn part, the email stated: ‘If
consignee is not a registered importer, they may apply for first and last
importation subject for approval of the Collector of CustomsProcess for the
application takes 5-working days upon submission of complete requirements and
it also involves costSee attached requirements for your reference.’ There
seems to be a discrepancy between Mr***’ statement that it would take “nearly
weeks” and the ***-*** position that it takes 5-working days*** *** is the local courier
that was contracted by Mr*** *** company***-*** is not the “local courier”
They were the freight forwarder who picked the goods up from us in CA and had
them transported to the ***This fact was communicated to MsBethalyn
Staples via email on 08/It
was *** *** that advised us that the paper filled up by the courier
showed door-to-portOnce again, we are at a loss to understand
why they would have done thisWe have already provided a copy of the Shipper’s
Letter of Instruction governing this shipment which clearly states “consolidated
airfreight including customs clearance and delivery”In the years we have been working with ***-*** we have never known
them to make this type of mistake
Before we hired the licensed broker on our behalf, we tried
to comply with the required paperwork which Mr*** *** company failed to
advise us ahead of timeAs a matter of fact, it was not Mr*** *** who
advised us, but rather *** *** after custom's would not release the
packageDuring the process we quickly found out that it was not as simple as
filling out a pile of paperwork, but we needed to obtain government
documentation which required us to visit government offices, stand in line,
fill-out more forms, pay more processing fees and more processing timeIt was
not in our best interest to spend more time and resources with no guarantees, so
this is when we seeked the services of the licensed broker to have the
equipment released by customsThe statement by Mr*** *** that we
"declined to submit them" is not true, we find this statement
particularly troublingWhile we have nothing in writing (everything on this
subject was verbal) stating that their local rep (*** did not want to
complete the required paperwork we do have an email from *** *** *** *** is copied) dated 09/asking ‘Can we fill out and send the forms from
our LA office’This clearly supports the notion that their *** rep
really did not wish to submit the formsand I am not certain if he
truly knows the process specific in the ***The fact we were able to
hire a licensed broker to have the product released by customs speaks to that,
as he was unable to provide the agreed servicesThe agreed services were to be
provided by *** who certainly does understand the “process specifics” in
the *** and who made every effort to fulfill their obligations
Mr*** *** efforts from our perspective was to send a
couple of emails back and forth between us and *** *** on 09/
we advised ** *** (** *** copied) that the only two options open to
them seemed to be: “Find someone in *** who can submit these
government forms on your behalfShip your goods back.” We told them that we
were checking with the carrier to see if the goods could be shipped back and that
if they wished to send the goods back we would pay for that., in which
resulted in them advising us after the fact to comply with the paperwork that I
eluded toThey were not told “after the fact”In actuality, they were told shortly
after the goods arrived on 08/It was at that time they were told that the typical
elapsed time to process an application was 5-days from receipt of paperworkAnd
as I stated, we could have been advised of these requirements ahead of time so
as to save time and money, rather than dealing with it after the factAgain,
we've never had these issues with other courier's, but that's besides the
pointThe fact is that Mr*** *** company did not provide door-to-door
service for $1,800...instead we had to seek the services of further resources
to help us with the final deliveryThey did not “have to seek the services of
further resources”They chose to do so for reasons of their ownI have an
email from ** *** dated 09/that states: “moving forward, *** ***
will be working with you to find a resolutionHe is copied into this emailHe
has the following questions: ‘Please ask Alan if we are able to arrange for an
immediate release of the package, do we have to use *** Philippine company
which he contracted to make final delivery to our *** office? Or can we opt
to pick it up at Customs office directly with one of our employees/contractors?”
This quote raises two troubling issuesIt shows that he was not interested
in working with ***-*** to use the services his company had contracted for and
He knew all along, despite his frequent protestations to the contrary,
that we had indeed contracted with ***-*** to complete customs clearance and delivery
to their *** officeHis claim that he deserves compensation because we “did
not fulfill our commitments” is clearly unsubstantiated by the facts
I
close by saying that in our effort to fully understand all our viable options
if we were unable to get customs to release our package in a timely manner, we
inquired through the phone with his office regarding possible refundThey
did not request a refundOn 09/they asked to submit an insurance claimWe responded
that if the goods were lost or undeliverable through some fault of the carrier
we would gladly submit a claimAs this was was not the case they dropped their
requestDuring one of the
conversations he became agitated and made statements that we did not
appreciate, so we left it at that since we felt we were not getting anywhere We don’t know when this conversation was
supposed to have taken place or when they decided they were “getting nowhere” but
we have an email from ** *** on 09/that states “I sincerely appreciate
your prompt response to this matter.”
We questioned his Customer Service skills, a lot of talk, no
action see above and more importantly no resultIt was at this
point, we stopped communication with his office and pursued other avenues to
get the desired result of recovering our equipmentWe are not sure what more Mr
*** would have had us do at this point as the ball was clearly in his
courtHis goods were released on 09/We were still working with him to
resolve the issue on 09/
What's most important to us is getting our equipment so our
employees can begin to use themWe obviously spent additional money to make
this happen so it is money well spent and deservedWe can provide
documentation as proof of our additional expenditure, if it resolves our
complaintEither way, we don not think it is right and ethical for us to pay
for services that we did not fully receivedThere is really nothing else to
say about this matter given the facts clearly explained aboveMr*** may
have something else to contribute; however we have nothing else to add and will not respond to further communicationsWe would
ask that you post this correspondence on your website in hopes it might be
helpful to other companies like ours who might be considering doing business with Mr
*** and his company
Yours truly,
*** ***
Thank you.]
Regards,
*** ***

I will keep this factual.
The complainant's statement that the shipment was stopped because: "the form said it was port
only not door-to-door" is false. Please see the enclosed Shipper's Letter of Instruction that clearly
shows the shipment travelling "Air Freight Consolidated, door-to-door,...

with customs clearance".
The shipment was held because the consignee was not a registered importer with the [redacted]. I've worked overseas throughout my career and most companies doing
business overseas make it a practice to ensure that they are in compliance with all local
ordinances and regulations. Why this was not the case here I do not know. The forms necessary
to apply for registered importer status were supplied to their local office by the carrier. The local
office declined to submit them. We asked the local office of the carrier if the forms could be
completed and submitted from the US and we were told they could not. All of this is documented
and copies can be provided if necessary.
His statement that: "They washed their hands and when we asked them for help or refund, they
refused and got angry." This is also not accurate. We made numerous attempts via email to help
them resolve the situation. We communicated on their behalf with the carrier both here in the U.S.
and in the [redacted]. I can provide the email strings if need be. Some of the emails we received
from them even include expressions of gratitude for our efforts on their behalf. They never asked
for "a refund". On 09/06 they asked about submitting an insurance claim "because the goods had
not been delivered". I explained to them via email that should it be established that their goods
were lost or could not be delivered through some fault of the carrier-we would h!'Jppily submit ar:1
insurance claim on their behalf. They did not pursue this any further. 
I'm reluctant to delve into his statement that they had to pay an additional $2200.00 because I do
not have access to any of the facts. I do wonder however how much of that $2200.00 was duty on
the computers which would have been due no matter how or with whom they had shipped. I also
know that even here in the US a typical charge for customs clearance is under $200.00. Finally,
according to the carrier website the goods were delivered by them to "June [redacted] I
Licenced Brokerage" on 09/16 suggesting they were never in the possession of "customs" as the
complainant seems to suggest.
To date there has been no notification from their credit card company that the amount is in
dispute and should there be one in the future we will vigorously defend our position.
Given the facts of this case, the complainant's desired settlement is unreasonable and will be
given the consideration it deserves.
[redacted]
Enclosure
c.c.: [redacted]

[redacted]See Attached[redacted]

This customer called [redacted] on December 21, 2016 and authorized us to handle his purchase from [redacted], one of our best and most important business partners.  He did not request an estimate.  I explained to him that the reason [redacted] has several shippers in their program is...

because different companies specialize in different kinds of items.  [redacted] is a high-end packing & shipping company and customers tend to use us for items that are large, heavy and valuable and need to be palletized or crated for safe shipping.  I further explained that we do also handle parcel shipments, and many customers choose to have us handle smaller items for them, especially if they are shipping valuable and/or fragile items.  I told this customer that we would do an excellent packing job and would give him the best price possible for the job.That is exactly what we did.  The pickup at [redacted], which is 15 miles from our warehouse, took two hours, in heavy traffic, and the packing labor for a custom-built corrugated box was another hour.  We invoiced the customer $92.69, for the pickup, packaging and shipping via [redacted] Home Delivery.  For perspective, the price of our average job is more than $1000 and, in nearly nine years of doing business, including more than 7000 shipments, we have done exactly twelve jobs for under $100.If the customer had asked, when he first called, whether our best possible price would be less than $25, I would have tried my best to keep from laughing and told him that was impossible.  Our labor costs alone are more than $20 per hour, including payroll taxes, worker’s comp insurance and benefits.  This does not even include our cost for fuel, packing materials and shipping via [redacted], much less any contribution to the overhead of the business, which we need from every job in order to stay in business at all.Despite our deeply discounted pricing, after receiving our invoice for $92.69, this customer immediately contacted [redacted] to complain about our pricing.  [redacted] has fully supported us and made it clear to the customer that [redacted] is their most preferred shipper and felt that our pricing was extremely fair and reasonable and that we had handled his job with complete professionalism and honesty.  Despite this, the customer wrote back to us: “you are a joke release lot 604 to the [redacted] Store they will be picking up tomorrow..”  I then responded to the customer that we could not un-do the work we had already done, but would be willing to charge him only $60 for the pickup and custom packing and he could have [redacted] do the shipping.The customer then complained to the [redacted] Home Office and, after much correspondence and wasting of their time over a trivial sum, he finally agreed to our offer of $60 for the pickup and packing.  However, the customer also stated his intention to file a complaint with the Revdex.com, stating that we are “attempting to charge 400% over local shops.”  It is a complete fabrication on his part that I told him to not file this complaint.  In fact, I told him just the opposite, that he should file the complaint, in order for us to get his dispute resolved.  We have not “stolen” his items; we have indicated our willingness and desire to work with the Revdex.com on this dispute, as he notified us he intended to do, and we have every intention of completing this job once his dispute has been resolved.I am not clear on whether this customer believes that other companies would charge less than $23.17 for pickup, packing and shipping or less than $15 for pickup and packing.  Neither is anywhere close to reality and the Revdex.com should ask this customer to back-up his assertion with invoices for similar jobs from [redacted].  At those prices, we would not even be covering our labor costs. Please note that the [redacted] Store informed me that they will be charging this customer $45 for the shipping only.  They did not, despite the customer’s assertion, provide an estimate for the identical shipping service and our price was not 400% more, which would have been $23.17. The facts are that the customer has agreed to pay $105 to two different companies for the same services that he could have paid us $92.69 for more than a month ago, and he will be paying 38% more (!) for shipping with [redacted] than we would have charged for shipping with [redacted].  I have in no way and at no point been rude or insulting to this customer, and can provide all the email correspondence between us as evidence.  In fact, it is this customer who has been rude and insulting to me, continuing to complain to [redacted] and slandering my company and me personally through (in his words) “social media focusing on collectors and dealers, and associations in the phila. area.”What this customer clearly is doing has become known as “reverse bait-and-switch,” an increasingly common scam – enabled by social media and websites such as [redacted] which profit in posting negative reviews of small businesses – perpetrated by authorizing a job without an estimate and then attempting to threaten, intimidate and bully shippers into accepting a ridiculously low price for their work.  I am fully confident that the Revdex.com will not be a party to it.  For confirmation on anything I have written here, please feel free to contact [redacted] at [redacted], info@[redacted].com, and [redacted] at [redacted] Home Office, [redacted].com.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Mr M[redacted] has now resorted to name calling., and he continues to make repeated lies.He continues to illegally hold my silver for nearly 2 months.He has had a signed credit card authorization for the $60. charge for weeks and weeks, he just refuses to take the $60. and release my silver.I have been in touch with his parent company [redacted] Shipping, they in now way sanction his illegally holding my silver for six weeks,nor his lying in his Revdex.com reports, specifically, he emailed me threatening to charge my master card a $500 surcharge if I contacted Revdex.com, he denied this, despite Revdex.com having a copy of his email stating just this.Revdex.com does put on their web site that media might contact me about this claim, that can be easily verified.Mr. M[redacted] does not understand why a person might "make such a bid deal" about this, because hecannot grasp notions of honesty, integrity and ethical behavior, as a result this confuses him.I could go on and on, but prefer to end this emailing back and forth, so that the claim can be filed and made public as soon as possible,protecting other consumers from his bullying, lying and cheating is all that matters,
Regards,
[redacted]

I have already responded to this complaint twice before, and there is little more I can say.  It is a fact that Navis Pack & Ship has done more than 5400 shipments with zero at-fault insurance claims.  It is also a fact that shipments can be damaged in transit, which is why companies like Navis offer insurance.  The customer's mother declined insurance when we did the pickup and the customer declined insurance before shipment, and both were provided release forms stating "the customer has their own insurance that will cover any loss or damage to the items,"  If the customer had taken the optional insurance we offered, we would have been able to submit a claim on her behalf under our policy.  But she did not, she elected to waive our insurance coverage.  Instead, she has submitted the damage claim to her own insurance company and will be reimbursed by them.The same release form, presented twice to the customer, also stated "Liability covers only the merchandise.  The shipper is not liable for freight cost, carton and packaging materials costs."  Despite this, the customer has also gotten her credit charges reversed for the work we performed.  This customer is an attorney with a major law firm and a PhD.  She understood the terms of our contract all along, as well as the risks inherent in waiving insurance coverage, and is now pretending otherwise.  As it is, the customer has now not paid us anything for our work, is being reimbursed by her own insurance company, yet continues going out of her way to cause trouble for a small, family-owned business.  Enough already!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The fact remains that the courier did not honor our agreement to provide us door-to-door service in exchange for the $1,800 that we paid to them. 
 
We've been in business for 5 years and as a whole I've worked in IT for over 20 years. In all that time, we've never had issues with international shipment being held up by customs due to the failures of the courier to properly advise us and provide us with all the requirements ahead of time. We've shipped equipment throughout the world to places including:  [redacted] and the [redacted]. 
 
It was through the efforts of the licensed broker (Mr. [redacted] who we hired for $2,200 that "truly" worked on our behalf to have the equipment released from customs. Otherwise, the equipment would still be held in customs incurring daily storage fees, because we were advised by [redacted] that the processing time for the required paperwork takes on average nearly 8 weeks. [redacted] is the local courier that was contracted by Mr. [redacted] company. It was [redacted] that advised us that the paper filled up by the courier showed door-to-port. 
 
Before we hired the licensed broker on our behalf, we tried to comply with the required paperwork which Mr. [redacted] company failed to advise us ahead of time. As a matter of fact, it was not Mr. [redacted] who advised us, but rather [redacted] after custom's would not release the package. During the process we quickly found out that it was not as simple as filling out a pile of paperwork, but we needed to obtain government documentation which required us to visit government offices, stand in line, fill-out more forms, pay more processing fees and more processing time. It was not in our best interest to spend more time and resources with no guarantees, so this is when we seeked the services of the licensed broker to have the equipment released by customs. The statement by Mr. [redacted] that we "declined to submit them" is not true, and I am not certain if he truly knows the process specific in the [redacted]. The fact we were able to hire a licensed broker to have the product released by customs speaks to that, as he was unable to provide the agreed services.
 
Mr. [redacted] efforts from our perspective was to send a couple of emails back and forth between us and [redacted], in which resulted in them advising us after the fact to comply with the paperwork that I eluded to. And as I stated, we could have been advised of these requirements ahead of time so as to save time and money, rather than dealing with it after the fact. Again, we've never had these issues with other courier's, but that's besides the point. The fact is that Mr. [redacted] company did not provide door-to-door service for $1,800...instead we had to seek the services of further resources to help us with the final delivery.
 
I close by saying that in our effort to fully understand all our viable options if we were unable to get customs to release our package in a timely manner, we inquired through the phone with his office regarding possible refund. During one of the conversations he became agitated and made statements that we did not appreciate, so we left it at that since we felt we were not getting anywhere. We questioned his Customer Service skills, a lot of talk, no action and more importantly no result. It was at this point, we stopped communication with his office and pursued other avenues to get the desired result of recovering our equipment.
 
What's most important to us is getting our equipment so our employees can begin to use them. We obviously spent additional money to make this happen so it is money well spent and deserved. We can provide documentation as proof of our additional expenditure, if it resolves our complaint. Either way, we don not think it is right and ethical for us to pay for services that we did not fully received.
 
Thank you.]
Regards,
[redacted]