Navis Pack & Ship

I was not offered insurance prior to shipment, which is substantiated by the correspondence conducted with the business. The business was negligent in their shipping of the clock as verified by an impartial third party. I am pursuing this complaint as a service to other consumers. I paid over $1400 dollars to ship the clock, and received it in pieces. This is not the service that I bargained for. The business should take responsibility for their shoddy service, and their Revdex.com accreditation should be revoked.
[redacted]

I have attached 4 emails from [redacted] dated 3/30 and 4/6 showing that she clearly inspected all of her items.  She made no reference to any kind of damage to the china hutch and glass panel until almost 90 days after she signed for the freight free and clear.  She accused us of multiple...

things from the beginning from leaving stains on her carpet,(which I offered to pay for a carpet cleaner) to stealing some of her items, to not protecting her glass shelves.  I even hired a locksmith to come out and open up her chest that was locked shut. We are a professional packaging company and I can assure you that loose glass shelves were taken out of the hutch and packaged separately for the long over the road move from Minnesota to California, if they weren't packaged properly, she would have had shattered glass all over.  If you need any more information please feel free to reach out to me, but in no way do I feel I should be held liable for the damages she is accusing us of for the simple fact of her prompt emails at delivery and her inspection of the items. Respectfully, Greg [redacted] General Manager

We are sorry
that this customer’s clock was damaged in transit, and have expressed that to
her and offered a settlement, though we are not obligated to do so under the
terms of her shipping contract with Navis Pack & Ship.  The unfortunate truth, however, is the
customer made the...

wrong decision by not insuring this shipment and is now
trying to scam my company to make up for her mistake.
We did
nothing wrong here, but some
items, especially older ones, do not hold up well to
normal and unavoidable vibration in transit and fall apart in certain
ways when they are handled and moved, having to do with the condition of the piece
itself, not how it was handled and moved. 
That is what happened in this instance.   
We have shipped many Grandfather clocks this way
without any damages.  It was packed with the weights on top, which is the
packaging protocol for Grandfather clocks established by our corporate
franchisor, because the weights can fit right behind the decorative
ornament.  In this case, the board on top
of the clock was older, in deteriorated condition and it gave way, when others
have not.
I understand that the customer is upset and
trying to blame us and injure the reputation of our business and damage us
financially.  But the Revdex.com should not
allow itself to be used for what amounts to extortion.  There are several inaccuracies in this
complaint: 
For the customer to assert that the value of the
clock is $10,000 is simply absurd.  A mint
condition model of this clock sells for about $1400 and the customer’s clock
was very old and in deteriorated condition. 
The most it would be valued at would be around $500 and the customer
knows that full well. 
The customer was twice offered the opportunity to
declare a value for the clock and have it covered under our insurance policy
and she declined both times – did not even respond to the offer.  She is an attorney and did not fail to
understand that the clock would not be insured under our policy.  Attached is the release form, signed by the
customer, clearly indicating that there was no value declared and no insurance
was purchased.  This was not out of the
ordinary, since the clock was old, the value was mainly sentimental and would
be difficult to establish in the case of an insurance claim. 
If, on the other hand, the customer had truly
believed that the value of the clock was $10,000, why did she not purchase any
insurance at all for the shipment?  That
is what insurance is for.  Could it be
that, as an attorney, the customer knows that insurance fraud is a felony,
which would be prosecuted by the insurance company, but filing a dispute with
the Revdex.com because we did not agree to her demand to pay her $10,000 is also
against the law, but would be much more difficult for us to litigate since I do
not have a team of attorneys on my staff.
In addition
to filing a complaint with the Revdex.com, the customer has also disputed the credit
card charges for the entire job, with absolutely no justifiable basis.  It was also made clear on the release form
that insurance – which, once again, she did not purchase – would only cover
damage to the merchandise, not the packing & shipping costs. 
Though I am
not obligated to do so, I have offered the customer $200 toward repairs of the
clock, which is extremely generous, but the customer has refused to respond to
my offer and has chosen dishonest methods instead.  I trust the Revdex.com will not let itself be used
as a party in this deception and will dismiss this complain and maintain my
company’s spotless record.Peter M[redacted]Owner/President

Review: We hired NAVIS to provide us full-service door-to-door air-freight service from the US to the [redacted] to deliver computer equipment. When the package arrived, it was halted by customs office for 2 reasons: the form said it was port only not door-to-door; then it we ended up having to pay additional $2,200 to hire a local company in the [redacted] to expedite release because we were not informed by NAVIS to complete forms that would have taken approximately 2 months to process. In the meantime, we were incurring daily charges by customs which could have been avoided if NAVIS informed us from the beginning. They washed their hands and when we asked them for help or refund, they refused and got angry. We have filed a claim with our credit card company. The situation is in dispute now. If we were made aware that we had to pay a total of $4,000 to get our ship our equipment, then we would have gone with another courier or more realistically purchased the computers locally in the [redacted]. NAVIS does not deserve any payment at all for partial service. We paid for full service and that is not what we received. It did not take 7 days to deliver it took about a month an an extra $2,000 more out of our pocket as well as the time and grievance on our end...while NAVIS does nothing and just collected $1,800. What an injustice.Desired Settlement: Return our $1,800 for starters, not to mention the additional cost we incurred due to their failure to fully inform us of the process and provide full delivery within 7 days without us getting involved and having to spend more time and money.

Business

Response:

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.

Enclosure

c.c.: [redacted]

Consumer

Response:

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.