New York International Shipping

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [The company provided supporting documents that shows: THC fees of $ Inspection fee of $1, Demurrage fee (day, on [redacted] Sept 2014) of $ Chassis fee of $ Based on the above, the company has over charged me $670, detail breakdown is as below: Over charge of THC fee of $105: Although the actual THC the company paid on my behalf is only $(as mentioned above), I accept to pay $because it was mentioned in the quotationHowever the company billed me $The over charge of $must be refunded to me Over charge of inspection fee of $565: The actual inspection fee is $1,(as mentioned above)In the quotation, the company mentioned admin fee will be charged for payment layout, and in their bill to me, they mentioned the payment fee is $I accept to pay $1,+ $= $1,However the company billed me $1,The over charge of $must be refunded to me Total over charge: $(=$+ $565) Please note: The company must not charge me the demurrage fee of $(one day on [redacted] Sept 2014), because the delay was fully caused by NY ShippingThe bill by the custom was calculated on ** Sept 2014, yet I only received the revised invoice from NY Shipping on [redacted] Sept 2014, and I paid in full on ** Sept Initially on [redacted] Sept 2014, NY Shipping sent me even a higher bill including the car fee, however after I pointed out that the bill must not include the car fee since it's included in their quotation and I have prepaid for such service, they revised the amount on [redacted] Sept 2014, removing the car fee The company must not charge me the Chassis fee of $This is the charge that is already included in their service quoteNote that this is the type of charge that they initially tempted to bill me on [redacted] Sept 2014, but later had to remove when I pointed out to them the contractual arrangement For the reasons above, I request that NY Shipping honor the contractual arrangement and refund me the amount of $that they over-charged me Dear [redacted] from NY Shipping, I have provided the response to your personal emailIn my email I also mentioned that my preferred method of communication is via emailAs you know I only received the response from NY Shipping after I filed the claim through Revdex.com, so I prefer to keep the communication through this channelThank you.] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

To whom it may concern:
Consignee, (*** *** *** ***) is not a our customer, rather signed contract with a company in *** ***, however requested the particular on late Thursday, and as courtesy was advised it will be furnished accordingly*** *** has made serious,
unsubstantiated and without merit, claims Person handling the subject been away for urgent personal family matters and hence has not sent it, as of today (Monday) It will be furnished in due course upon return this week.
Thank you and all the best

Dear [redacted] and [redacted],
Thank you for your further inquiry. As discussed on the phone a complete breakdown along with original inspections supporting documents was provided a while back via e-mail to [redacted], the Revdex.com mediator,  and additional mediator involved. Despite shipper's allegations that inspections did not occur a formal proof was provided. We now consider the matter resolved and completed. 
Thank you, we value your business very much
Have a fantastic day!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[The company provided supporting documents that shows:
1. THC fees of $605.
2. Inspection fee of $1,136.
3. Demurrage fee (1 day, on [redacted] Sept 2014) of $75.
4. Chassis fee of $220.
Based on the above, the company has over charged me $670, detail breakdown is as below:
1. Over charge of THC fee of $105: Although the actual THC the company paid on my behalf is only $605 (as mentioned above), I accept to pay $650 because it was mentioned in the quotation. However the company billed me $755. The over charge of $105 must be refunded to me.
2. Over charge of inspection fee of $565: The actual inspection fee is $1,136 (as mentioned above). In the quotation, the company mentioned admin fee will be charged for payment layout, and in their bill to me, they mentioned the payment fee is $45. I accept to pay $1,136 + $45 = $1,181. However the company billed me $1,746. The over charge of $565 must be refunded to me.
Total over charge: $670 (=$105 + $565)
Please note:
1. The company must not charge me the demurrage fee of $75 (one day on ** Sept 2014), because the delay was fully caused by NY Shipping. The bill by the custom was calculated on ** Sept 2014, yet I only received the revised invoice from NY Shipping on ** Sept 2014, and I paid in full on ** Sept 2014. Initially on ** Sept 2014, NY Shipping sent me even a higher bill including the car fee, however after I pointed out that the bill must not include the car fee since it's included in their quotation and I have prepaid for such service, they revised the amount on ** Sept 2014, removing the car fee.
2. The company must not charge me the Chassis fee of $220. This is the charge that is already included in their service quote. Note that this is the type of charge that they initially tempted to bill me on ** Sept 2014, but
later had to remove when I pointed out to them the contractual arrangement.
For the reasons above, I request that NY Shipping honor the contractual arrangement and refund me the amount of $670 that they over-charged me.
Dear [redacted] from NY Shipping,
I have provided the response to your personal email. In my email I also mentioned that my preferred method of communication is via email. As you know I only received the response from NY Shipping after I filed the claim through Revdex.com, so I prefer to keep the communication through this channel. Thank you.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response from the NY Shipping is totally unacceptable, for the reasons below:
1.    NY Shipping was contracted by the moving company in [redacted] to unload and deliver my shipment to our address in NY. Though not directly signed the contract with me, I used NY shipping service and paid for it, and for that I am the company’s
customer. NY Shipping can’t say that I am NOT their customer.
2.    The request I sent to NY Shipping on Thursday [redacted] October 2014 is a follow-up request after multiple requests I sent to the company on the same topic. These requests are dated from mid-September 2014 till now. Only after they received the complaint did one staff wrote back to me and told me they will provide supporting documents.
3.    I therefore would like to request that the company delay no further in providing me the supporting documents for their charges, or refund me the amounts billed if they fail to provide valid proof.
Thank you very much to Revdex.com for facilitating the process.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: [redacted],

Phone: [redacted]

[redacted] February, 2014

Dear Sir/Madam,

Re: COMPLAINT REGARDING:-

NY INTERNATIONAL SHIPPING

Phone: ###-###-####

We wish to lodge a complaint against NY International Shipping.

We had our items picked up from our home in USA to be delivered to

Australia. Our items were picked up on the [redacted] June, 2012 and were

supposed to be held in storage for one month, before being shipped to

Australia.

We had firearms with the shipment, which [redacted] said could be delived

to Australia.

Three months later we received a telephone call from [redacted] and she

had told us that they couldn't ship the firearms and that she wanted

to remove them from the shipment. We had stated that on the condition

that they either be delived to our friend [redacted] or that he could

pick them up.

[redacted] assured us that they would be delivered to [redacted] or [redacted] could pick

them up. After a few months had gone by and many phone calls and emails

NY International had not released our firearms.

Finally after many more phone calls they decide to release them stating

that they required a storage fee of $492.00.

Finally we received our shipment in late February/early March 2013.

Many items were missing like:-

- Clothes

- Bed Linen & Donah

- Computer Moniter

- Shelf from TV Cabinet

- Longrines Gold & Diamond Watch (taken out of box, received empty box).

- Kitchen Pottery & Antique Pottery

- Dogs Life Jackets

- Tools

- Box of antique clocks and parts

The watch was actually taken out of its box.

We have emailed NY International about our missing items many times and

have had no response from them at all.

Our complaints are: - $492 storage fee

- theft of personal Items.

[redacted]Desired Settlement: Refund of money and stolen/missing items

Business

Response:

Dear [redacted],

Review: NY International Shipping, through a sales person, sent an initial estimate for shipping services. What they oferred on the telephone and what was written in the estimate was reasonable. They said that they would ship my furniture, door-to-door from New York City to Bogotá, Colombia. They said that they charged for a 20 foot container, and that I could send in it whatever I wanted. Afterwards, when they saw that what I had originally planned on sending was less than what I was actually sending, they charged more because of packing materials. In the end, the estimate went from being USD$7,100 to being USD$8,700. We agreed to pay it, even though they said that the 1,600 was for packaging material, which seems a little costly.

However, during this "negotiating" times, we made sure that the invoice was the last service cost we would have to pay. NY International Shipping said that we would ONLY HAVE TO PAY FOR import taxes, tariffs and duties, and that everything else was included because this was a door to door service. When I read what was included and what wasn´t, I saw that they said that THC at delivery WASN´T included, but right after that, under additional notes, [redacted], the sales man noted that he had INCLUDED ALL THC.

Now that the container arrived, we are having to pay Global Packing Relocation (a relocation company that was hired/contracted by NY international shipping to nationalize our container in Colombia) for a variety of service costs, amounting USD$3,141 dollars. Global Packing says that NY International Shipping told them that this amount would be covered by US.

Given that we were exempted from taxes and duties by the Ministry of International Affairs (Chancellery) in Colombia, the costs include: USD$0.00 Taxes, USD$3,141.31 for THC / All Charges at POE. According to the detailed segregation of costs performed and presented by Global Packing, the costs also include cost of paper to print forms, forms, loading and unloading of container, transporting the container for pre-inspection, cleaning the container, opening the container for pre-inspection, opening the container for inspection, dismounting, weighing, certificate of insurance (which we had already paid $600USD for), operative costs, pre-inspection, security seals, national commission, and storage.

From our understanding and what is stated in the contract, the service of door-to-door, EVERYTHING (INCLUDING THC AT DELIVERY per additional notes), and we shouldn´t have to pay for these extra services.

After speaking with [redacted] in logistics (and emailing back and forth) we were able to speak with [redacted] who said that he wouldn´t do anything and who was EXTREMELY rude and unwilling to help conceal. The sales person, [redacted], does not work for NY International Shipping any longer.Desired Settlement: We had paid a total amount of USD$8,701.96 for a door to door service that included EVERYTHING except for import tariffs, taxes and duties. However, we were tax exempted by the Ministry of Foreign Relations of Colombia to pay those taxes upon entrance to Colombia (port of Cartagena).

We had to pay an ADDITIONAL USD$5,185.91, which we DO NOT AGREE WITH AND WHICH IS NOT INCLUDED IN OUR CONTRACT. Of that amount, USD$2,044.6 are a security deposit for returning the container, so that amount should be returned to us by Global Packing. The remaining amount is USD$3,141.31, which is for THC/All Charges at POE. This amount was charged to us by Global Packing and the payment was made to them on Friday, June [redacted], 2014. Global Packing sent an email to [redacted] in NY International shipping notifying him that we had made the payment and that they would go ahead and nationalize our furniture.

WE NEED FOR NEW YORK INTERNATIONAL SHIPPING TO COMPLY WITH WHAT THEY SOLD TO US BY TELEPHONE AND ON PAPER. The service was door to door, we were excempted from taxes, so we have to pay USD$0 and New York International Shipping need to REFUND US FOR USD$3,141.31 of THC/All Charges at POE.

Business

Response:

Dear [redacted],

Thank you for your assistance in mediating a favorable resolution to all parties involved, as always, I appreciate your devotion. The matter has been clarified

and already handled with another mediation service **. & [redacted] filed request with. Charges for port fees, taxes, duties, customs inspections etc., levied by the customs authorities and or government of colombia have been explained again and detailed breakdown provided accordingly. Shipment has been delivered at destination to shipper's complete satisfaction.

If there's anything else I can assists with, I'll be happy to do so at any time.

Thank you, I appreciate support.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. We submitted a claim with the Federal Maritime Commission (FMC) but the issue has NOT been resolved by them or between NY International Shipping and US. NY International Shipping has not had any communication with US regarding this CLAIM after the information was sent to the Revdex.com and to the FMC.

2. NY International Shipping has NOT refunded US the money and is THUS NOT ABIDING BY WHAT WAS CONTRACTED WITH THEM, which was a door to door service, WHICH INCLUDED THC (which was later charged to US by Global Packing Relocation, a company hired by NY International Shipping). The supports were attached in our initial claim.

3. NY International Shipping was hired by US directly and they have a contract with US. Our Invoice was paid in Full to NY International Shipping prior to them sending the furniture to Bogotá, Colombia. NY International Shipping THEN hired Global Packing Relocation in Colombia to help THEM (NY International Shipping) in providing US with the logistics inside Colombia. I have no contract with Global Packing Relocation HOWEVER, I was forced to pay them the ADDITIONAL costs of THC in order to have my furniture delivered to me. Otherwise, the furniture wouldn´t have been delivered.

Thank you very much for any help in this regard. Please let me know if you need further documents to prove my claim.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

Thank you for your update, I appreciate it very much. I was not aware that you're not in the loop and be happy to discuss with you any question via phone or e-mail at any time. I am afraid you're information is not complete.

A- We have been in constant communication with the FMC to sort this out for you. They have been supplied with every detail they have been requesting, in a timely fashion and promptly. It was requested by shipper that we communicate and mediate with the FMC, and hence we have done so. Shipper is most welcome to come and communicate with me directly too, at any time.

B- The fees shipper has been invoiced are lucid exclusions from our shipping agreement, to name a few... custom's inspections, fees associated with the port inspections, such as transporting the container to the exam site, unloading of the goods for customs to inspect, reloading the container after inspections completed. If you would like me to post the port charges at destination at this forum, kindly let me know. Those charges are absolutely have nothing to to with terminal handling charges which have been quoted and included at origin. Any destination charges related to the port and or customs and or government are to shipper's account, and no company in the industry will absorb such charges. This breakdown was provided by our agent to you, to the FMC and I would be happy at your permission to add here. Additionally, kindly note that to this particular destination, Colombia, our proposal lucidly and explicitly indicates that destination dthc is excluded from our door to door service.

C- Our staff has been transparent throughout the whole process, of what is included and what is not. I have checked every call log and every communication to review if anything was omitted and it was not the case. Our service are indeed Door To Door and we have accomplished this service very well, however we cannot be held liable for custom's inspections and or destination port fees.

I was also advised that the shipment was delivered and all has been taken care, along with refund of your port container deposit.

If you wish to discuss this further outside of this forum, I'll be happy to sort this out with you.

Thank you, I appreciate your business very much.

Review: Dear Revdex.com of NY:

This complaint is filed against NY International Shipping Inc. (“NYIS”) also doing business as “NY Shipping”, “NY Moving Group, Inc.”, a New York City-based moving company that uses unscrupulous and deceptive business and pricing practices to lure and prey on customers.

NY International Shipping

###-###-####

Fax: ###-###-####

Summary

In May, NYIS used a low initial price estimate to induce us to sign a moving contract for my son’s move from Queens to China. The price was then elevated with multiple hidden charges. We were made to pay $4,4*1, which is beyond the contract price, with repeated assurances that the actual price would be adjusted based on actual volume shipped. But NYIS’ movers picked up only a portion of the goods to be moved and has since refused to add the remaining items in the order at the contract rate and has refused to refund the true difference between the actual volume picked up (220 cubic ft.) and the volume estimated in the contract (*19 cubic ft.). Despite nearly a 1/* reduction in shipping volume, NYIS offered to refund $240 and then $5*8, in plain breach of the contract which says the price would be adjusted based on contract rate. At the contractual rate, the refund should be over $1,000.

As negotiations broke down, NYIS is demanding that we must pick up our own goods from its depot in New Jersey if we wish to ship with another company but not before crediting them $1,100 for their “services rendered.” If we wished have NYIS return our goods to us, they would charge a “special non-negotiable” fee of $1,656.70. Thus, while it was supposed to cost $4,4*1 to ship our full order half way around the world, NYIS now wants to charge more than 1/* of that just to take 2/* of the order from New York to New Jersey and back, all because the company refuses to abide by its contract to ship a certain quantum of goods, at certain rate, to China.

We have rejected these extortionary demands. Our efforts to reason with them are completely useless as they refuse to discuss their pricing. This company is deliberately opaque with its pricing and has deceived many other consumers. At this point, we want the Revdex.com’s help in getting us a full refund of our order and return of our goods and penalize NYIS for its deceptive bait-and-switch tactics and terrible customer service. We need to protect consumers and the good name of “NY” from NYIS.

Early May - Initial Quote

I am a resident of [redacted]. My son found a job in China in the spring, and is moving from [redacted] to Beijing. In early May, I contacted several moving companies that provide international relocation services and the quote from NYIS was the lowest. Of all the companies I contacted, however, NYIS was the only one not to send a representative to my home to survey the goods being shipped. Instead, NYIS sent an email notice on May * asking me to speak with a representative over the telephone for “5-15 minutes” to describe the furniture that I’d be moving.

I spoke with NYIS sales rep Austin L[redacted] and told him that we will be moving some furniture including a piano, a set of three sofas and some boxes. The call was brief. At no time did he mention anything about a crate for the piano, the price of such a crate or the consequences of not having a piano crate. On May *, he emailed me about NYIS’ “amazing promotion”, and A+ rating from the Revdex.com.

The initial quote of May * with a total quote of $*,977 breaks down as follows:

Table 1.1: Breakdown of May * Price Quote

quote date **May

cubic feet **5.5

volume charge *061.*8

volume unit price 10.*6

packing charge 265

other charges 651.25

total *977.6*

NYIS purports to break down their price into three components (1) volume, (2) packing charge and (*) other charges. Their contract is confusingly worded and organized. I initially focused on the moving process (paper work, logistics, clearing customs, handling in China, etc.) and the total price. After I detected NYIS’ deceit, I began to scrutinize manipulations under “Other Charges.”

Table 1.2: Breakdown of “Other Charges” in May * Price Quote

Other charges 5/* quote

Export Doc Fee 125

Origin THC 197.5

Travel time 10*.75

Piano Handling 225

total 651.25

On May *, I realized that we might want to ship a few additional items and called Austin L[redacted] to ask how much on a per unit basis additional volume would cost. The contract offered on May * does not provide any menu of prices. Austin L[redacted] said the rate is $10.*6 per cubic ft. and based on my description of the added contents, increased the estimated volume from **5.5 cubic ft. to *19.5 cubic ft.

May ** - Deposit Paid

On May **, I called Austin L[redacted] to schedule the move based on the May * offered contract and May * volume adjustment. He said I needed to pay a $1,500 deposit, which I did with my credit card. He mentioned something about a $60 credit card fee. I asked why there was such a fee because it was not mentioned in the May * quote. He told me he can get it waived. He sent me an updated contract with the charges updated based on the *19.5 cubic ft. volume and total price of $4,*46.27. What I didn’t realize was that the $60 credit card surcharge was not in fact waived, but another $60 was separately tacked on to arrive at the $4,*46 figure.

Appended to this contract is a receipt for my $1,500 deposit and NYIS’ 5-page standard terms and conditions, which was not included in the May * quote. In the standard terms and conditions, it says the deposit is nonrefundable if the move is cancelled 14 days before the scheduled pick up. The pick up was scheduled for May **, one week later, but Austin L[redacted] did not tell me anything about the deposit being non-refundable.

In the afternoon of the same day, I emailed Austin L[redacted] to ask if there would be any other extra charges. He replied that the final price will be based on actual volume shipped. “[redacted]” The promise was broken many times by new charges added to the final price that is unrelated to volume and by NYIS’ refusal to adjust the price according to contract terms.

May ** – Contract Signed

On May **, NYIS sent a contract for me to sign that is largely similar to the 5/** version but costs $60 less (total $4,286). I thought the reduction was the promised waiver of the “credit card fee.” But in fact, NYIS had simply removed the extra $60 tacked on May **. Since it was two days before the move and I was assured the price would not be increased by other charges, I signed the contract electronically.

May [redacted] – Extra Charges Added in the 24 hours Before Pick-Up

In the morning of May **, the day before the move, Austin K[redacted], the NYIS logistics coordinator informed me that I could order a shipping crate for my spinet piano for $400. I was surprised to be offered such an option after I thought all negotiations had concluded. I declined the option.

At 1:10 PM, NYIS sent a payment notice that said that I had already paid $1,500 deposit and that I’d have to pay the balance of $2,791.45 to the moving crew. The total price based on this notice of $4,**1.45, is actually $5.18 higher than the total in the contract of May ** that I signed. The notice said the balance is based on “an estimated cost and volume and is subject to final confirmation after cargo has been measured by the depot.”

Later in the afternoon, Austin K[redacted] informed me that I was required to purchase insurance covering a minimum of $2,500 (at a rate of *%). The fine print of the NYIS’ contract says the total price does not include marine insurance:

All Risk Marine Insurance: *% from itemized declared value by customer and a $65 processing fee, $500 deductible applies. SPECIAL INSTRUCTIONS The shipper (customer) must have Door to Door All Risk Marine Insurance including Insurance while goods are in the warehouse and in transit. NY International Shipping Inc. will not assume any responsibility for uninsured or under insured shipments.

The fine print made this insurance mandatory (which Austin L[redacted] never told me). The fine print, however, did not indicate that there is a minimum coverage amount, and now Austin K[redacted] was saying that I had to get coverage for at least $2,500. By my count, the goods being shipped was worth only $2,2*5, but I felt I had no choice but to buy more insurance than I needed, because it was already the afternoon before the pick up and I had already signed the contract. NYIS then sent a second payment notice with a balance of $2,9*1.50, adding $140 ($75 insurance fee – *% of $2,500 plus $65 processing fee).

In the morning of May **, the scheduled date of the move, Austin L[redacted] emailed a “piano crate waiver” and demanded that I sign it. I was surprised that my refusal to accept the piano crate would require a waiver. When I read the waiver language, I grew angry. It said that I would promise not to sue NYIS for any “[redacted]” The waiver language extends beyond the piano. If I signed it, I’d have no recourse for any damage to any of my goods in the long move to China. I felt like the late notice of the waiver was calculated to force me to accept the $400 crate charge. I protested and said I would reconsider my order. I was told that my $1,500 deposit would not be refundable because it was within 14 days of the scheduled move. I said that when I paid the deposit it was already within 14 days of the scheduled move and no one told me then that it was non-refundable. NYIS’ terms and conditions were not part of the May * offered contract, so when I paid the deposit on May **, I was not given any notice about deposit being non-refundable.

The addition of a $400 piano crate was pushing the total order to beyond $4,800. I was so unhappy and found NYIS to be so untrustworthy that I decided to cancel the order. Dori S[redacted], the company vice-president, then called me. I asked him why NYIS was charging customers 4% to use the credit card, a much higher rate than other vendors who charge credit card fees. He said it’s just company policy. After more arguments, Dori S[redacted] agreed over the telephone to discount the $400 piano crate fee and remove the credit card surcharge.

At *:07 pm in the afternoon of May **, just as their movers were arriving, NYIS sent me a revised contract with a total $4,42*.*1. As the movers arrived, I did not have time to review this contract and paid $2,9*1.50 via personal check. The $2,9*1.50 I paid combined with the $1,500 deposit equals $44*1.45, or $8.14 higher than the 5/** contract total.

Date 5/** revised contract

cubic feet *19.5

volume charge *060.81

volume unit price 9.58

packing charge 265

other charges 1097.5

total 442*.*1

Other Charges 5/** revised contract

Export Doc Fee 125

Origin THC 197.5

Travel time 0

Piano Handling 175

4% Credit Card Charge 60

insurance fee 75

insurance surcharge 65

piano crating *50

fuel surcharge 50

Total 1097.5

Later, I learned that the $400 piano crate still appears in “other charges” section of the 5/** contract, as a $*50 piano crate along with a $50 “fuel surcharge.” The “travel time” charge of $10*.75 was removed, the piano handling charge was reduced by $50 and the volume charge was discounted by $249.21 to $*,060 from $*,*10. But the 4% credit card surcharge remained.

May ** – Pick up of Shipped Goods

When the movers arrived, they said they did not expect to move three sofas set but instead were expecting a single three-seat sofa. I was again surprised by this claim. I’d told NYIS that I was shipping a three sofa set. Their contract, which is full of their codes and special notations that are difficult to understand, says “sofa, * cushion” and “sofa (* seat)”. I said any ambiguity should be construed against them because they didn’t send anyone to survey my goods beforehand. But the movers said they could not negotiate and the office said there was no one in charge.

I asked how much it would cost to add the single-seat and two-person love-seat in the sofa set. The movers said they did not know. The office could not give an estimate. The movers had tape measures with them but they did not know the rate and refused to give an estimate. The person at the office said the movers could leave the large three-person sofa behind and the reduction in volume would come out in a refund. Alternatively, he said I could send measurements of the sofas to the office on Monday and get a quote. If I wished to ship the entire set, they could come back and pick it up. Not wishing to break up the sofa set (by just sending one to China), and not wishing to proceed without knowing how much extra it would cost (because by then I had become wary of NYIS’ deceptive pricing practices), I opted not to ship any sofa until I knew the cost. So the movers left with the rest of the goods without the sofa set.

June * Invoice

On Monday, June *, I contacted NYIS Office to ask for the quote of shipping the sofas as well as the refund amount based on current shipment size. Austin K[redacted] promised to get me the numbers “tomorrow” but I got nothing the following day. On June *, I received invoice for $4,4*1 (again higher than the 5/** contract price total $4,42*.*1). There was no adjustment and another new charge in the invoice. The $60 credit card surcharge was removed, but replaced by a “convenience fee” of $6*.*5.

June [redacted] – waiting for answer on amount of refund and cost to add two sofas

Over the next two weeks, I repeatedly sought answers about the revised volume, refund and adding sofa options but the office kept saying Austin K[redacted] was not available. My messages were unanswered. I considered instructing my bank to cancel the check, but the check was cashed on June *. Finally, on Friday June **, two weeks after the pick up, I received a call from NYIS informing that the actual volume was 265 cubic ft., the refund would be $240, and if I wanted to ship the whole sofa set, I would have to pay $1,6*4.

The volume of a three-person sofa and the combined volume of a love-seat and a one-person sofa are about the same (60 cubic ft. versus 70 cubic ft.), so I felt as a matter of principle, the refund amount and the extra cost for shipping the other two sofas should be comparable. To have one number at $240 and the other at $1,6*4 indicates NYIS was again trying to cheat me. The three-person sofa that was not picked up, at 60 cubic ft., accounted for nearly 19% of the initial estimated volume of *19.5 cubic ft., yet the $240 offered refund came out to be less than 8% of the volume component of the shipping price ($*,060.81).

On June **, I wrote an email challenging their refund figure and protesting past deception. Dori S[redacted] issued a blanket denial – saying “[redacted].”

He wrote back on June ** to say that my shipment as re-measured has a volume of 220 cubic ft. and that I was entitled to a refund of $5*8.40. The cost of adding the two other sofas would be $956.50 and the total would be $5,417.85. The increase in the offered refund and the decrease in the price quote for the two other sofas confirmed my belief that the previous offer was not honest. The difference between the two numbers in the second offer, however, is still too far apart so I began to challenge their math with my calculations.

Dori S[redacted] then responded with more details, but these are not persuasive.

According to NYIS’ terms,

• If I shipped as is without the sofa, my 220 cubic ft. shipment would incur a volume charge of $2,617.20. The per cubic ft. rate would be $11.90, far higher than the 5/** revised contract rate of $9.58 and higher than the rate previously quoted, $10.*6. The packing charge would be reduced by $90 packing fee for one sofa, but the other charges would increase from $1,097.50 to $1100.85.

• If I shipped the full sofa set, the new volume of *50 cubic ft. would cost $*,962 in volume. The per cubic ft. rate would be $11.*2, still higher than any previous rate. The packing charge would increase by $90 for another sofa packing charge to $*55, and the other charges would be $1100.85

NYIS’ Shipping Agreement Terms and Conditions states clearly: “[redacted]” (emphasis added). NYIS was changing rates on me.

If we use the rate of $9.58 per cubic ft. in the final agreement of 5/** (which superseded previous contracts) and assume “other charges” unchanged, the refund should be $1,051.*5 and the added charge for shipping the other two sofas should be $*74.05.

If we remove from the “other charges”, the charges that were not disclosed (fuel surcharge), promised to be waived (credit card surcharge), or were waived as part of the discount for the piano crate (travel time charge), then “other charges” would be reduced by a further $110 to $987.50.

The net result would be a refund of $1,161.*5 or the addition of the other sofas for $264.05.

When confronted with this kind of recalculation, NYIS merely issued denials or invented unconvincing excuses for its higher charges.

• Dori S[redacted] and David M[redacted], the NYIS manager, said the cost of adding two sofas is higher because a charge for a second trip. Nowhere is a second trip charge ever mentioned in writing or orally. The movers at my home on May ** and the employee in the office that I spoke with who gave me the option of a second trip to pick up the sofas once the price is determined, never said a second trip would incur an extra charge. NYIS does not indicate how much they charge for the second trip.

• David M[redacted] also attempted to justify the higher rate implied in the $5*8 refund as a function of a smaller volume order costing more at the per volume rate. In one email, he gave these rates based on range of volume:

“[redacted] (you're in [redacted] which is even further out).

Never mind that his standard contract which I signed does not express rates as varying based on volume shipped. Never mind that his sale reps never told me about these ranges or that these rates. By this logic, if I shipped more, my rate would be less. Yet, NYIS wants to charge me $11.*2 per cubic ft. to ship my full sofa set (which would push my total volume to *50 cubic ft., above the original estimate of *19.5 cubic ft.). This shows that the company’s rates are arbitrary and invented. There is no reason why *19.5 cubic ft. should cost $9.58 or $10.*6 per cubic ft. (depending on which quote is referenced) while *50 cubic ft. should cost $11.*2 per cubic ft.

David M[redacted] keeps saying NYIS’ actions as entirely proper, honest and transparent and has denied any misbehavior. For example, in response to the fact that NYIS did not inform me of the necessity of the piano crate for insurability until the morning of the move, he says it was not coerced because my options were offered “ALL prior to [my] move date with plenty of time to decide and make an informed decision.” Nothing could be further from the truth! The waiver was sent to me the morning of the moving date, and I had been in contact with his sales team for 27 days. He must also be wrong as a matter of consumer protection. How can my refusal to accept an expensive piano crate lead to the waiver of all liability against his moving company for all my goods? On the contrary, NYIS waited until after I had signed the contract on May ** before unleashing the hooks for extra charges.

When I presented calculations of what the refund and additional costs should be based on the contractual rate, he refused to respond to them, calling my charges frivolous and threatened to sue me defamation.

David M[redacted] said my choice was to ship my goods as is or to remove my goods from his warehouse and credit him for “services rendered.” I refused these false choices. I told him that if he shipped the goods as is, he would be consenting to having the refund calculated based on the rate set forth in the contract, not the $5*8 figure. For weeks, he repeatedly issued demands that I remove my goods from his warehouse immediately or else would consider my goods abandoned, but would not actually saying how much credit he was going to claim for “professional services rendered.” By this point, I knew better than consent to the movement of my goods before knowing how much NYIS was going to gouge me later. I demanded either performance in accordance with contractual terms (either refund at contract rate or adding the two sofas at the contractual rate) or if NYIS could not perform on the contract, then it should issue me full refund and return of my goods to my home. Otherwise, I would hold NYIS accountable for consequential damages, including the fact that my son, without his personal items, is renting a full service apartment and incurring $5,000 per month of extra living expenses.

I responded that NYIS was insincere in the options it was purportedly offering because it refuses to disclose the price of those options and it was afraid to do so because that would further reveal the company’s manipulation of rates and charges. On July *, David M[redacted] finaly revealed that his “credit” if I picked up my goods is “special rate” of $1,100, and if NYIS returned my goods, the “special non-negotiable rate” would increase to $1,656.70. He does not reveal how he calculated such credit claims, but we can see that return delivery alone costs $556.70, an exorbitant amount unrelated to any rate previously disclosed in any contract or quote.

We are asking the assistance of the Revdex.com to help get our goods and money back and p[redacted]h NYIS for its egregious and unethical behavior. To recap, here are some of the underhanded ways that NYIS has been trying to deceive the customer:

1. Deliberately withholding terms about nonrefundable deposit until after deposit had been paid

2. Hiding 4% credit card surcharge

*. False promises to waive credit card surcharge

4. False promise of adjusting final price to amount actually shipped at contract price

5. Hiding the requirement of mandatory minimum insurance purchase

6. Last minute demand to buy expensive piano crate backed by coercion to sign waiver

7. Trying to induce customer to sign a general waiver that far exceeds scope of responsibility for handling the piano

8. Refusing to send a rep to examine items before pick-up and then refusing to tell how much the customer would save or spend by excluding or including items.

9. Waiting two weeks to give a false measurement of “actual” amount being shipped in effort to grossly reduce refund

10. Refusing to confront its own contractual language and contractual rate and instead invent new excuses for overcharging customer

11. When caught in its own lies and is unwilling to perform on the contract, NYIS holds customers’ goods hostage to punitive charges for “services rendered.”

NYIS on its own website lists only five-star (but undated) customer reviews. The story is much different on independent websites such as [redacted]. On [redacted]’s main page there are six 1-star reviews by very angry customers who detail their plight much like mine and two vague 5-star reviews. In a separate section of [redacted], there are dozens of one-star negative reviews by extremely unhappy customers sharing similar tales going back to 2007. Meanwhile, over two dozen five-star reviews for NYIS have been disqualified by [redacted] as having been made by untrustworthy users since 2007. These disqualifications cast further doubt on the reliability of positive reviews on NYIS’ website. They provide further evidence of the need for the Revdex.com to take action.

We look forward to working with the Revdex.com to getting our goods and money back and to protecting consumers from NYIS, which has been harming unsuspecting consumers for far too long.

Thank you very much.Desired Settlement: NYIS can ship our goods under the 5/2* contract and the per unit rate thereunder, which means:

1A. NYIS must reimburse us $1,161.35 for the reduction in volume from 319.5 cubic feet to 220 cubict feet or

1B. NYIS can pick up the 3-seat sofa set, and we will pay NYIS $264.05 additional amount.

2. NYIS must waive any storage fees, since it is their deception in pricing that caused the delay.

3. All other terms remain under the 5/29 contract, including these facts:

• We already bought All Risk Marine Insurance.

• We already bought the Piano Case.

4. Under no circumstance will we sign their blanket waiver form, which we had rejected on 5/**.

Business

Response:

Dear [redacted], Thank you for your assistance in the arbitrating process for the relocation of [redacted] from [redacted] to [redacted]. I appreciate your time devotion in reaching an amicable and favorable outcome to [redacted] cumbersome demands. Despite [redacted] frivolous, unsubstantiated allegations and distorted facts, the shipper's concerns have been completely resolved through other medium. We value of [redacted] business and strive to complete satisfaction through complete transparency, any time, all the time. We wish [redacted] all the best of luck in his endeavors. Thank you, I appreciate your help

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Contrary to the dishonest representation of NYIS, there is no resolution of the matter. When given the choice between returning of our goods (so we can ship with another reputable shipper) or performing on the contract in accordance with its terms (including the agreed to unit price), NYIS wants to return my goods and force me to sign a waiver of all claims arising from their breach of contract and any negligent handling of our goods in their storage. I can never accept such a condition for the return of our goods. For NYIS to suggest that the dispute is resolved is patently dishonest. I urge the Revdex.com Serving Metropolitan New York to revisit your A+ rating for this unscrupulous vendor. Customer ID# [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

NYIS has not issued the refund payment as promised. My complaint remains unresolved. Any representation by NYIS that I am satisfied is false.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

For internal Revdex.com communications with our company: Dear [redacted], Following our conversation of this morning. I am appalled by [redacted] responses of being unsatisfied. [redacted] pathetic attempts to portray myself and our company in bad light is nothing further than additional attempt to squeeze more money from us and make frivolous allegations. I do intend to write a complaint letter to the BAR association without hesitance to file charges against [redacted] and [redacted] in the appropriate venue. Every demand has been met (not negotiated, met 100%) to his complete satisfaction. Moreover, [redacted] has not paid for the entire time in storage solely resulting from his actions(that's 5 months of unpaid storage!!!) . He has not paid for his storage insurance extension AND received as courtesy credit the amount of $1051 as [redacted] coerced us to pay him by continuous bullying and various threats. Moreover, we asked that he accepts his cargo back at his local residence and leave us alone, yet [redacted] insisted and demanded we continue his shipping journey. [redacted] continuous with his frivolous allegations and pathetic lies. I am disappointed that this circus is being allowed to take place by the Revdex.com. No doubt this is going to court as our lawyer already compiled the data and resources to pursue the matter further. Sincerely Yours, David M[redacted] Please find proof that credit card courtesy payment was initiated to him, at the time we promised we will (same format he paid for the shipping).

Review: NY International Shipping was contracted to unload our container which was shipped from [redacted] to New York, and deliver to our home address ([redacted]). In accordance with contractual terms, all charges for the delivery of the container to our address are pre-paid (and we already paid). The only charge that may incur in addition to those pre-paid charges is the inspection fee by the New York customs (if ever the customs randomly choose to inspect our container) , and should this be the case, NY International Shipping will pass the fee onto us.

Our container arrived in New York the first week of September 2014 (we don’t know the exact date of arrival as NY Shipping handled the paperwork). On ** September 2014, NY Shipping sent us a bill with additional amount of $2,501 to pay, otherwise they will not release our container. The amount comprises of $1,746 for [redacted] (Backed & Stripped) By U.S Customs, and $755 for US Port fees. Upon receipt of the invoice from NY Shipping, I have requested NY International Shipping staff to provide supporting documents for these charges and they promised to do so. Though not receiving any documents afterwards, I had to pay the company the full amount on [redacted] September 2014 (by certified check, as requested by them) since I can’t have my container held by them and incur demurrage charges.

Upon the delivery of my container, I realized that all my boxes and packages were still sealed and taped, in the same conditions as when they were shipped out of [redacted]. There was no sign of strip search ever conducted. I have been repetitively asking NY Shipping for supporting documents for the additional charges, as a proof that they actually paid the amounts that they billed me. I requested that if they couldn’t provide the proof that the amount actually incurred, they need to refund me the amount. They failed to provide me the proof, and recently didn’t respond to my inquiry.

I hereby would like to request your assistance to resolve the matter. If NY Shipping actually charged me the amount higher than what they paid, it’s not only illegal but also unethical from their side. And therefore they should not be allowed to retain the “Accredited Business” title with Revdex.com.

Thank you very much and look forward to hearing from you soon.

[redacted].Desired Settlement: I need NY Shipping to:

1. Provide me with valid supporting documents showing the amounts they billed me were actually paid by them to the customs, with respect to the handling of our container.

2. Refund me the additional amount billed, if they fail to perform step 1 above.

Business

Response:

To whom it may concern:

Consignee, ([redacted]) is not a our customer, rather signed contract with a company in [redacted]. [redacted], however requested the particular on late Thursday, and as courtesy was advised it will be furnished accordingly. [redacted] has made serious, unsubstantiated and without merit, claims. Person handling the subject been away for urgent personal family matters and hence has not sent it, as of today (Monday). It will be furnished in due course upon return this week.

Thank you and all the best

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response from the NY Shipping is totally unacceptable, for the reasons below:

1. NY Shipping was contracted by the moving company in [redacted] to unload and deliver my shipment to our address in NY. Though not directly signed the contract with me, I used NY shipping service and paid for it, and for that I am the company’s

customer. NY Shipping can’t say that I am NOT their customer.

2. The request I sent to NY Shipping on Thursday [redacted] October 2014 is a follow-up request after multiple requests I sent to the company on the same topic. These requests are dated from mid-September 2014 till now. Only after they received the complaint did one staff wrote back to me and told me they will provide supporting documents.

3. I therefore would like to request that the company delay no further in providing me the supporting documents for their charges, or refund me the amounts billed if they fail to provide valid proof.

Thank you very much to Revdex.com for facilitating the process.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[The company provided supporting documents that shows:

1. THC fees of $605.

2. Inspection fee of $1,136.

3. Demurrage fee (1 day, on [redacted] Sept 2014) of $75.

4. Chassis fee of $220.

Based on the above, the company has over charged me $670, detail breakdown is as below:

1. Over charge of THC fee of $105: Although the actual THC the company paid on my behalf is only $605 (as mentioned above), I accept to pay $650 because it was mentioned in the quotation. However the company billed me $755. The over charge of $105 must be refunded to me.

2. Over charge of inspection fee of $565: The actual inspection fee is $1,136 (as mentioned above). In the quotation, the company mentioned admin fee will be charged for payment layout, and in their bill to me, they mentioned the payment fee is $45. I accept to pay $1,136 + $45 = $1,181. However the company billed me $1,746. The over charge of $565 must be refunded to me.

Total over charge: $670 (=$105 + $565)

Please note:

1. The company must not charge me the demurrage fee of $75 (one day on ** Sept 2014), because the delay was fully caused by NY Shipping. The bill by the custom was calculated on ** Sept 2014, yet I only received the revised invoice from NY Shipping on ** Sept 2014, and I paid in full on ** Sept 2014. Initially on ** Sept 2014, NY Shipping sent me even a higher bill including the car fee, however after I pointed out that the bill must not include the car fee since it's included in their quotation and I have prepaid for such service, they revised the amount on ** Sept 2014, removing the car fee.

2. The company must not charge me the Chassis fee of $220. This is the charge that is already included in their service quote. Note that this is the type of charge that they initially tempted to bill me on ** Sept 2014, but

later had to remove when I pointed out to them the contractual arrangement.

For the reasons above, I request that NY Shipping honor the contractual arrangement and refund me the amount of $670 that they over-charged me.

Dear [redacted] from NY Shipping,

I have provided the response to your personal email. In my email I also mentioned that my preferred method of communication is via email. As you know I only received the response from NY Shipping after I filed the claim through Revdex.com, so I prefer to keep the communication through this channel. Thank you.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted] and [redacted],

Thank you for your further inquiry. As discussed on the phone a complete breakdown along with original inspections supporting documents was provided a while back via e-mail to [redacted], the Revdex.com mediator, and additional mediator involved. Despite shipper's allegations that inspections did not occur a formal proof was provided. We now consider the matter resolved and completed.

Thank you, we value your business very much

Have a fantastic day!

Review: Per our contact and promises made, via emails, by sales employee [redacted] and logistics employee [redacted], our shipment should have cost total of $7000, 6200 plus 800 port fees, instead we paid 6200 plus an additional 2300, due to exchange rate, of 8500, additional 1500. We received a computer generated email stating when our items shipped and on what boat, nope, arrived on a different boat 3 weeks after projected time. Was told 7-9 weeks, arrived at 12 weeks. No communication on status of shipment, no phone calls or emails returned, told employees on personal leave, Only after complaints filed with local receiving shipping company did we hear from NY shipping. This company should not be allowed to internationally ship to [redacted], international moves are upsetting enough without adding a unprofessional shipping company. We asked the shipping supervisor to assist, [redacted], was told there was nothing they could do. We do not feel our items were shipped correctly for cost, we were told originally items were shipping to [redacted], only found out when they arrived in [redacted] that NY shipped to [redacted], they chose the shipping destination without consulting us. Had the shipment went to [redacted], we were told that we would have received in 12 weeks, but at a lower cost, instead we received in 12 weeks at a higher cost.Desired Settlement: We want a refund for the additional charges we had to pay, due to NY shipping choice of shipping, we did not choose. We were quoted 800, we paid 2300, we want a refund of 1500.

Business

Response:

Dear All, Consignee has already turned the query to us to handle, which we have been proactively handling however those things do take time to research and resolve. Our agent has confirmed that they spoke to the consignee and are sending them credit note this morning. I hope this helps.Kindly note that port fees and or taxes are provided as guidance only. Taxes and other port or government assessments are the responsibility of the shipper. customs regulations, residency requirements, port fees, and tax laws differ in each country and are subject to periodic change. Therefore, NY INTERNATIONAL SHIPPING only offers guidance, not legal advice, and is not liable for any inaccuracies pertaining to offering such guidance. Shipper must contact the consulate or embassy representing the country of destination in order to determine the applicable rules, regulations and law pertains to its shipment. We now consider the matter completely resolved. We appreciate your business very much and wish you the best of luck.Thank you [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We have not received any communication of a credit. The contract states a maximum, the salesperson [redacted] stated the maximum and emails from [redacted] stated a maximum of $800. We reject this response from whoever [redacted] is, where was [redacted] during the 12 weeks of no communication from NYIntl Shipping, when one by one each employee we tried to speak with went on personal leave? We want the Revdex.com to further research this case, warn others of the unprofessional practices of this company. [redacted] states we have been contacted, no one has contacted us regarding any credit.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

Review: I got in touch with New York International Shipping in May, in order to move from [redacted] to [redacted]. I have been living here more than a year and have only been in contact with the company over email, and my mother, in Pittsburgh, has been in contact with the company over phone as needed.

I can provide emails showing written verification and date/time stamps of everything I explain.

While I have made numerous complaints to the company, directed to [redacted] and have not been resolved, there has been one particular issue which I would like Revdex.com to investigate. On the [redacted] of June I received an invoice for $5,297.97 USD which I paid through [redacted], as the company has an option on their website to pay through [redacted]. The invoice states: "Wire transfers are subject to $45 fee. Please add this charge to your invoice." No other charges are listed.

After having made this payment, I received another invoice for the amount of $552.51 USD with a note from [redacted], stating "Thank you for the payment, please be advised that you processed the payment by [redacted] and there is a 4% surcharge."

Because this was not stated beforehand (on emails, invoice or company website which had a direct [redacted] option) I do not believe I am responsible to pay this amount. However, in order for my goods to be shipped, the balance had to be paid in full.

Other issues with the company have included:

-the threat of my goods being put on auction prior to an invoice even being issued (after which I had to send three emails before an invoice was provided)

-poor estimate of moving the items (estimated 3-4 hours, actual time 10 hours) which caused my mother to miss an entire day's work

-lack of response / no response from the [redacted], [redacted]

-sending a truck for the pick up, which my mother stated would not fit in the street, to pick up my items - it did not fit (as she had previously told them, so she had missed work for no reason) and I was charged another $500 for a smaller shuttle which came on another day

[redacted] had requested that we speak through [redacted] or [redacted], but I do not have these applications available to me. I provided my mobile number, which he has opted not to use. He has also not responded to my last email, sent on ** July.Desired Settlement: At the very least, I would like to be refunded the amount of $552.51 - the "[redacted] surcharge" which was added to my invoice after I had paid in full, with no warning of additional charges.

I was also promised that my items would be cleared through customs and delivered to my door in the time frame "up to 10-14 business days" - we are now at business day #18 as the [redacted] company confirmed my items were unloaded from the ship on * August. As of today, * September, the items are still on the other side of the country, which means I am continuing to hire appliances in my home and have had to buy a bed for a visiting family member, as these items were due to have arrived already in my cargo shipment. I think it is only fair that NY Shipping reimburse me for some of this, as they stated my items would have arrived by now.

Business

Response:

Dear Mediator, [redacted]

Thank you for your inquiry, very much appreciated. I will approach each and every issue raised with the correct event, as trailed and as lucid as possible.

First and foremost, I deeply regret to hear of [redacted]'s frustrations concerning the shipping process. We always strive for 100% satisfaction with our services and take it deep to the heart that one shipper is not experiencing a smooth process, despite at times being beyond our control. Our one and only one goal, is superior service, which we achieve almost 100% of the times, although at times it's beyond our control.

Transit times: Although dependable, are not guaranteed and is clearly reflected in our notes

to the shipper. [redacted] was offered an overall appx transit time which is within line of consolidated shipment as advised. Under normal circumstances, once cleared customs in most destinations, clearance should be completed 10~ 14 business days. There's no guarantee for how long it takes, however a normal window is offered based on previous experience as general guideline only. Being that we're dependent on steamship line schedule, space availability, transportation availability along with discretion of customs process, no guarantee is made which is an industry standard.

Payment terms: payments, as industry standard, are due in full prior to shipping, and is clearly stated in our T&O and other documentations offered to shippers. Methods of payments are clearly indicated on our T&O and invoices. Shipper has been advised not to use [redacted], in order to avoid surcharge from [redacted] (not our company). We do not charge fees for using [redacted] but rather [redacted] makes those deductions and passes on to us the net amount. Moreover the surcharge imposed by [redacted] was not the amount [redacted] has indicated but rather been billed for additional services of insurance that shipper has requested & purchased after initial invoice was generated. Hence when new charges were generated, they reflected insurance purchase values and the short payment that we have not received upon receipt of funds. We cannot control what [redacted] charged shipper for their services but can only confirm what we have received. When one does a wire, he/she must be liable for the associated fees of wires, however they are much cheaper than [redacted]. In this instance, [redacted] could of paid by personal check, money order, certified check, company check, bill pay, and or chase quick pay, FREE of charge. Even so, a domestic wire would of been a cheaper option. As matter of convenience, [redacted] chose [redacted] at her own discretion. If one may calculate it will be very clear that the [redacted] fees imposed by [redacted] are far remotely from the stated amount by [redacted] and one may determine that there's a hugh error by [redacted]'s calculations.

Communications: One must realize that most, if not all communications was done with [redacted]'s mother in the United States, as [redacted] does not live in the U.S and hence, this may have contributed to what was communicated to [redacted]'s mother and made things cumbersome to say the least. I refute the notion that no responses were made to [redacted] as many e-mails were responded promptly, moreover asking for a destination phone number to communicate via phone. Moreover, "[redacted]" and "face time" were offered to [redacted] as additional means of communications so to save [redacted] possibly on local incoming usage charges. It was offered genuinely to make it easy to communicate with [redacted].

Shuttle Service: [redacted]'s residential access based on google earth reflected abnormal access. [redacted]'s mother was advised that this would result in a shuttle service and the cost involved - upfront. The pick up team genuinely attempted to access in hope of saving [redacted] the shuttle fee. The crew did arrive on time attempting to access in hope to be able to access, and hence avoid billing [redacted] additional fee for shuttle. Regretfully the access was not successful and there was no choice but to turn back and use a shuttle service and hence the charge. The possible shuttle fee was advised to the shipper well in advance and prior to pick up date. I am truly sorry we were not able to save the shuttle charge due to poor access despite making a genuine effort.

I will continue with best efforts as I have done previously, and take corrective action to assists [redacted] to the best of my abilities and that of our company.

I value your business very much and wish you all the best

Payment terms: payments, as industry standard, are due in full prior to shipping, and is

clearly stated in our T&O and other documentations offered to shippers.

Methods of payments are clearly indicated on our T&O and invoices. Shipper

has been advised not to use [redacted], in order to avoid surcharge from [redacted]

(not our company). Moreover the surcharge imposed by [redacted] was not the amount

[redacted] has indicated but rather been billed for additional services of

insurance that shipper has requested after initial invoice was generated. Hence

when new charges were generated, they reflected insurance purchase values

and the short payment that we have not received upon receipt of funds. We

cannot control what [redacted] charged shipper for their services but can only

confirm what we have received. When one does a wire, he/she must be liable for

the associated fees of wires, however they are much cheaper than [redacted]. In

this instance, [redacted] could of paid by personal check, money order, certified

check, company check, bill pay, and or chase quick pay, ABSOLUTELY FREE of

charge. Even so, a domestic wire would of been a cheaper option. As matter of

convenience, [redacted] chose [redacted] at her own discretion. If one may

calculate it will be very clear that the [redacted] fees imposed by [redacted] are far

remotely lower from the stated amount by [redacted] and one may determine that there's

a hugh error by [redacted]'s calculations.

Communications: One must realize that most if not all communications was done with [redacted]'s

mother in the United States, as [redacted] does not live in the U.S and this may

have contributed to what was communicated to [redacted]'s mother. I refute the

notion that no responses was made to [redacted] as many e-mails were responded

promptly, moreover asking for a destination phone number to communicate via

phone. Moreover, "[redacted]" and "face time" were offered to

[redacted] as additional means of communications so to save [redacted] possibly on

local usage charges.

Shuttle Service: [redacted]'s residential access based on google earth reflected abnormal

access. [redacted]'s mother was advised that this would result in a shuttle

service. The pick up team genuinely attempted to access in hope of saving [redacted]

[redacted] the shuttle fee. The crew did arrive on time attempting to access in hope

to be able to access and hence avoid billing [redacted]. Regretfully the access

was not successful and there was no choice but to turn back and use a shuttle service

and hence the charge. The possible shuttle fee was advised to the shipper well

in advance and prior to pick up date. I am truly and deeply sorry we were not able to save

the shuttle charge due to poor access to [redacted]'s residence.

I will continue with best efforts, as I have done previously, and take corrective action to assists [redacted] to the best of my abilities and that of our company to resolve all predicaments to her satisfaction. I greatly appreciate the valuable constructive feedback with our continuous effort of improvement.

I value your business very much and wish you all the best.

Thank you and have a wonderful weekend

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

(Directly responding to [redacted]'s bullet points)

TRANSIT TIMES: Directly from NYShipping email ([redacted]) on ** July. [redacted]

This is stated as a fact, not an estimated window, as now claimed by the company. It has now been X business days since my items cleared customs, and my items are still sitting in [redacted] with no estimated date of when they will arrive in [redacted].

PAYMENT TERMS: I have attached the invoices which I received.

First invoice. I notified the Logistics Team that I had submitted the insurance forms to [redacted] on ** May, yet they were not reflected on my invoice. The invoice was then adjusted. Attachment: [redacted]

Adjusted invoice. [redacted] claims my additional charge of $500 was insurance. As seen on this invoice, I was charged $325.59 for insurance and $65 for processing the insurance PRIOR to making payment. Attachment: [redacted]

Statement of balance due - Attachment: 3[redacted]

Receipt from [redacted], having paid balance of statement plus $45 wire transfer fee. As I was paying with a debit card and no other charges had been mentioned to this point, I included the $45 wire transfer fee in my payment. Attachment: 4-Gmail - Your payment to NY International Shipping Inc

I am unable to attach more than four documents, but have another two documents to provide:

Email from Accounting, five hours after [redacted] receipt, advising of 4% surcharge.

Email from [redacted], received one day after payment was made (please refer to time stamps) at which point she advises of 4% surcharge.

Lastly, as [redacted] claims I was advised not to use [redacted] because of the charges, I can provide email documentation where this is not the case. From my first contact with NY Shipping, [redacted] has advised me to use [redacted] on NY Shipping website. Email from ** May, [redacted] stated:

If you follow his directions, you will see that this is a direct link to [redacted].

COMMUNICATIONS: I provided my mobile number on ** July as I had just moved and did not yet have internet. I also provided best times to call, considering the 12 hour time difference. I never received a phone call.

In response to the emails being responded to promptly, I have saved every communication with NY Shipping and believe [redacted] to be lying or simply unaware of the meaning of ‘prompt’ – which is, ‘at once or without delay.’ In this day and age, a prompt response to an email would be expected in 1-2 business days at most.

** June – [redacted] emailed [redacted] to bring a number of issues to his attention. No response.

* July – [redacted] had to email [redacted], asking if he had looked into this yet. [redacted] responded that he would look into it.

** July – [redacted] emailed [redacted] asking if he had looked into the items. No response.

** July – [redacted] emailed [redacted] again. [redacted] responded, requesting to speak over face time/[redacted]. [redacted] explained lack of internet/no late night coffee shops with wifi, but said a phone call was okay. This would allow [redacted] to use [redacted], [redacted] or any other of the many apps available to call [redacted]'s mobile number.

SHUTTLE SERVICE: The concern regarding the charge is that, while the team may have been hoping to save us the fee, they caused more than half a day’s missed for my mother [redacted] when [redacted] had advised that the truck would not fit in our street. The driver called [redacted] at 7:30 saying they were 10-15 minutes away, but did not arrive for more than an hour. She had just arrived at work, received the call and turned around to go home, where she sat and waited for a truck which couldn’t access our house, as [redacted] had told them from the beginning.

I am more than happy to provide any and all email communications with NY Shipping. As [redacted] never opted to call me, all communication involving myself is clearly documented in email and therefore have time stamps. I understand that neither [redacted] or myself were part of any phone conversations, so any communication between my mother, the moving men, logistics, etc. cannot be proved in any way and I do not expect those issues to be resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I will send photos of the damaged items to [redacted] of NY Shipping, the logistics coordinator whom I had previously been in touch with, but I will not close the case with Revdex.com.

It is absolutely absurd that the emails I received from NY Shipping very clearly state my items to be delivered in 10-14 business days from arrival in [redacted], as I had to wait 38 business days for my goods, which were clearly damaged in transit. The corners and edges of all the furniture have been ruined - the little bit of bubble wrap/packaging on the corners of the furniture had torn away, leaving the edges of the furniture exposed to anything and everything they came in contact with.

The business has still not resolved ANY of the items which I have previously brought up, especially regarding the extra charges for [redacted] - I have provided more than enough documented proof of dates and times of communication which neglect to mention any sort of charge until after I had paid the amount owing 'in full.'

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

I apologize you feel this way, I will communicate with you via personal e-mail and or phone, as I am not sure how else to explain the [redacted] process provided to you. We have not billed you a penny for using [redacted], it was a choice you made and [redacted] charged it. You may have chosen a different method that would of been free too and or cheaper. Moreover, I do regret to hear you may have sustained some damages during transit, however the marine policy has been sent you several times and I strongly recommend for you to file your insurance claim directly with the marine insurance company immediately. Waiting, may forfeit your ability to make a claim in the future. We take every measure possible to pack your items best we can, and most professional way. We're here to serve you, however at times damage may occur due to off loading and inspections by customs and or quarantine services which, regretfully we have no control over. This is why you have purchased your marine insurance and if you need help with this, I will be delighted to assist any way I can.

Thank you and have a fantastic weekend!