Pan-American Relocation Services

***, Here is the breakdown that I can see in your notes from the carrier : Total Weight: lbs ( additional ) $of packing materials, $long carry charge, additional fuel surcharge of 44.10, Additional stairs at destination $ We have requested this paperwork for our review and will follow up with you as soon as it is receivedWe appreciate your business and will do our best to helpContacted carrier, stated client had a total of items, a total weight of 2,( additional lbs), pf packing material, $long carry charge( should have been charges, but they only charged for one), additional fuel charge of 44.10, stairs @ destination $75.00, for a total of 2,Final balance is 1,027.Contacted carrier, stated client had a total of items, a total weight of 2,( additional lbs), pf packing material, $long carry charge( should have been charges, but they only charged for one), additional fuel charge of 44.10, stairs @ destination $75.00, for a total of 2,Final balance is 1,

First we apologize for the inconvenience the customer has encounteredThe customer needs to understand as previously stated to her and per her contract we have days to complete the pickup our carrier has the right to come either day, our carrier had gone above and beyond to reschedule her last minute to the 22nd per her preference and even got their earlier than he estimated, this is the first time in my life that I heard someone being upset with thatNext is this is a "INTERNATIONAL MOVE" our paperwork states and of course you should know that forms are needed to be filled out to clear US Customs, nit required by the moving company but the USA, also we worked with her so she can email it to usRegarding delivery again this is an "INTERNATIONAL MOVE" delivery takes 2-weeks always and can even be delayed if US Customs decides to inspect goods, something that is out of our hands, also we NEVER EVER GUARANTEE delivery because there is so many moving pieces to the move process that can delay us, so that is a complete accusation stating that we promised delivery on day, we have never ever done that even for our long distance moves in the same countryNext is the fact the customer is stating we marked items as damaged on pickup and those items came damaged, again they were marked damaged or chipped on pickupAs far as additional charges for packing of course we will charge customers if they require packing, if the Foreman on site feels that something may get damaged while in transit of course he is going to do what he needs to do to better protect it, it is his job! Also we never just pack anything without the customers consent and knowledge of the additional chargeWe find it insulting that after all we did for this customer she still wants to complain we even gave her a $credit because one of our supervisors wanted to sympathize with her and after she received this credit she was happyAt this time there is nothing more we can do for this customerWe apologize for getting your goods from one country to another within business days and delivered to you on a national holiday to give you the best service we can

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Our things left our possession on the evening of June They were delivered July 11th, business days laterWe do not understand the reference to June 14thWe had told them from the beginning that we were available for immediate deliveryWe arrived at the house in [redacted] on June 3rd and were available from then on for deliveryAt one point, we did receive a phone call asking when we were available for delivery and my girlfriend stated that she was available any time, as she works from homeAs for the large discount they are saying they gave, the original quote was for $We gave a $deposit at the time of booking, leaving a balance of $We paid a balance of $800; that is correctTheir stated total of $includes the inflated charges that were mentioned in our complaint; charges that went against what was stated in the contractThe truck was loaded and closed and then they changed the estimate; a practice which our contract says is a violation of federal lawWhen our things finally arrived, there were items missing and brokenOne of the missing items is a large screen television and a broken item is a large office deskWe are also missing a box but ended up with a different box that is not oursWe have not yet filed an insurance claim as we are still unpacking and are not sure what was in the missing boxAAA Moving and Storage has also offered us a credit, if we sign a settlement agreement promising not to leave any negative or derogatory reviews on any public or private consumer websitesWe have not yet signed this, as at this point we don’t feel comfortable doing soThank you, [redacted] **

I have attached your revised contract which was provided by the carrier to usThe inventory list shows extra items, and additional packing that you agreed toWe are not taking any sides in this matter, we have attempted to mitigate between you and the carrier to reduce the overages and were successful in doing soWithout being there while the move was preformed and being able to see the items we cannot attest to the validity of the article list, we can only go off what we have in writingThe carrier has agreed to a remaining balance due of $ This is based on CF of space and a reduced packing charge of $ They have been holding the items in storage for over days and under circumstances would be able to charge another per CF for additional storage over the days which are free, but will waive this charge as wellThe carrier is ready to deliver as soon as possible, as it is a liability on them at this point to hold the items in storageIt has come to our knowledge that you have retained an attorney to mitigate between yourself and the carrier, we will work with him to provide any and all information that is available to us in order to resolve thisAs a broker our responsibility is to collect your inventory and provide you with an estimate based on that inventoryAs stated in the contract your additional fees can be as follows: Understanding Your Estimate Customer has selected a binding not to exceed priceTotal costs will not exceed the estimated cost; detailed in the list of pieces, for an estimated weight/cf listed in the Relocation details of this agreement, providing that Customer provides AAA Moving Services with an accurate description of the items that are to be moved and the services that need to be performedIf there is an increase of items, packing services, weight/cf or labor services added at the origin or destination to those quoted in this agreement, the Customer may be charged for those services at full tariff rates.This Moving Estimate Includes: Professional Door to Door ServiceDisassembly and reassembly of standard furniture items disassembled by movers at pick upLoading and unloading of all furniture, household goods, and boxesNo charge for elevators or first flight of stairs (steps) Standard Cargo ProtectionUp to $10,based on $0.60/lbper article; if selected at time of pick up.All taxes, tolls, fuel, fuel-surcharges and mileageBlanket wrapping of furnituredays free storage in a secured climate controlled facility for Interstate moves onlyShipper must request storage at time of the reservation is preparedNo charge for date changes outside of business days of the first pickup date, if customer request to change dates within business days of the original pickup date a $fee may be appliedPayment Terms: The remaining balance is broken into payments 50% at pick up and 50% at delivery to carrierPayments can be made by postal money order, or cashIf payment is not made in full at delivery prior to unloading, the carrier holds the right to place goods in storage until payment is made in full including storage and re-delivery feesFull Packing: If you have been quoted for full packing, this means the carrier will provide all materials and items needed to pack your household goods(This does not include special crating or special packing for items such as motorcycles, pianos, grandfather clocks, etc.) Additional Services and Fees: Packing supplies such as boxes and bubble wrap if not included in the original estimateFirst flight of stairs are freeEach additional flight of stairs is $A flight of stairs is considered as stepsLong Carry: first 150ft are freeEach additional 100ft is $If a foot truck or an wheeler cannot get close to building or house for loading and unloadingA shuttle service may be applied for a minimum charge of $or $per Cubic feet Packing of breakable items like Mirrors, TVs, Glass, and/or Crating ServicesUnless specified in original estimateFull Packing: Any additional packing services needed or requested outside of the original estimate, will incur additional charges Storage will be charged at $0.40/cubic foot for any additional months($150.00/month mini

First we would like to apologize for the customers experience and secondly address all the issues, we have contacted our carrier and the following is what was relayed to usAAA Moving and Storage are not movers and we do not represent ourselves in that manner, we are only a broker and arrange for the transport of household goodsAs far as hour delays we never guarantee a certain time but being in the moving industry there are many factors which are out of our control that factor with our eta, Carrier stated at the origin they did dis assemble the furniture but told the customer in advance that at delivery they would not re assemble certain things due to how time consuming it was, we dis assemble and re assemble standard furniture itemsAs far as delivery goes customer needs to understand that this was a 'INTERNATIONAL MOVE' and there is a lot that goes with this, like clearing customs, getting all paperwork in line, and the fact that customs can search all good entering the USA and cause us many delay which again are out of our controlRegarding truck driver leaving he was told to the following statement "get the [redacted] out of my house", and shoved out the doorAs far as the damages we will take care of it through the carriers insuranceThe customer did purchase FVRP up to $1,with a $deductible, we will of course process the claim but to our knowledge we did not know about any damages until this pointThis is what our carrier had reported to us regarding the relocation process for this customer

Resolved with customer

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Pan American agreed to refund my $that was charged to my credit cardMy credit card wants a valid credit slip sent in order for me to get the refundI have tried calling and emailing them but have not gotten a response I want them to send me a valid credit slip so that I can get a refund They agreed to refund my money, but my credit card company wants a credit slip sent Regards, [redacted]

We apologize for the inconvenienceWe have contacted the carrier and the following was their responseI spoke with customer on July 20thI advised customer we were deeply sorry and that we will go ahead and take responsibility for any damages or missing itemsWe do have a claim department that takes care of our claimsI provided customer with claim department information such as a contact number, a website, claim forms and further information of claim process questions she might haveUnfortunately, She has to fill out the claim form and provide it to claim departmentWhen this is done claim department will go ahead and give her a settlement for all damagesIf unhappy with settlement, management will go ahead and try to see how much more they can do from their end to make customer happyPlease let me know if you have any further questions regarding this fileThank you, Representative R and R Moving and Storage

We are in touch with Mrs [redacted] , The carrier is at fault in the situation and we are doing everything in our power to help outShe is aware that her items are now in transit and has the drivers phone number of the truck which is in transit to her destinationShe will receive a credit for the delays and all of the stress she has been put through, she is aware of this as wellWe apologize for the inconvenience and are working to make things right

This Customer booked with our company on 6/6/16, reporting another company did not show up to do her moveShe needed her move to be completed by 6/9/We had to go out of our way and move other customer around to help accommodate this customerShe paid $USD and reserved CF of space for her move, per the inventory that was providedThis space was held in the truck for this customerCarrier reports customer signed off on all paperwork at pickupAs a broker our obligation is complete, we reserved the space for her and provided her with a carrier to accommodate her on a very tight timelineWe appreciate her business

Please see carriers response: Good morning Goldy, Their shipment was already deliveredBased on the phone number they presented they were trying to contact your companyWe spoke to them a few times and there was no complains at any timeFrom: customer service [mailto: [redacted] @ [redacted] .com] Sent: Monday, September 18, 5:PM To: [redacted] @***.com Cc: info@ [redacted] .com Subject: Revdex.com complaint - JOB # [redacted] Dispatch, Please see Revdex.com complaint from the customerPlease advise how to respondRegards, Goldy SCustomer Relations Manager Pan American Relocation Services

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I went on line filled out the paper work with the Revdex.comThat is as far as I gotI should have gotten more form's to fill after I completed those formsI should have gotten a call to give them the information on my broken item's and the missing Items I got neitherThe person name Barbara at ###-###-####I I called her several times she did call me back sent me another link to the same place to begin another complaintThis has been a real headache for me , it seem's that no one wants to help me recover My husband passed away in January this yearNow this is happening to me is there anyone that can help get pass the first stage of my complaintPlease someone help meMy ID # is [redacted] Regards, [redacted] ***

Mrs ***, We apologize for any inappropriate actions by the movers as we would like our customer to feel comfortable during their moving processWe have spoke to Barbara, who is in customer service and she states she would not hang up and they the call may have got lostShe apologizes for the misunderstandingThe notes in our system indicate we were informed you reported that you are ready for delivery on June 27th and an e-mail was sent to the carrier that you are ready for delivery on this same dayWe hope you have now received your weight tickets and final balance from the carrier as they have reported these items were sent overThe carrier has reported your items are now in transitThe carrier is obligated to provide you a credit of $per business day after business days, we have sent an email and copied yourself on this to confirm that they should be crediting this amount off of your final balanceWe wish you a smooth delivery and apologize for such a large delay in the delivery from the carrier and all other issues

Mrs [redacted] , Please review your contract, as per your contract you were advised that you will receive a revised estimate from the driverI have attached all the paperwork we have received form the carrierThey advised you were credited $because the actual weight came out to lbs instead of on their revised estimateI have requested them to provide weight tickets to prove the lbs is correctI am waiting on this paperwork and will update you accordingly

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have finally received the final payment from *** so the complaint can be marked as resolvedRegards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me so long as I receive the agreed upon credits Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The second response, dated 8/9//2016, is an exact copy of the first response from 7/22/The Director of Operations was somewhat talking to me, but the situation has not been resolvedMy shipment is over weeks late! Going for nearly months without your belongings is cruelI held up my part of the contractI keep asking, Where is the accountability? The situation is getting worse, not betterSince they have all of my contact information, proven by the email, and personal calls from the Director of Operations, their response is invalidAs is the excuse that it is a busy time of yearIs my money no more important than other clients'? [redacted] website states they have a reasonable time to deliver and guidelines for communication, in writingThat has not happenedI would have to file civil suits in NY and WAI don't have funds to do thatThey have me over a barrel and they know it, so as of yesterday, 8/8/2016, my calls and messages are going unanswered and we are back to the beginning original complaint Regards, [redacted]

Miss ***, I am very sorry to hear about the passing of your motherI know it is a huge lossI see the move occurred during the middle of last year, do you have any pictures of the damages or any pictures of the delivery being dropped off blocking the front door? What was the outcome of the insurance claim which you processed with the carrier?

We have not been able to reach this customer at the phone number or e-mail that we have on file in order to rectify this situationPlease contact us at your earliest convenience, we have the paperwork from the carrier to review with you

To whom it may concern,This letter is in regards to the moving reservation signed electronically by [redacted] on 5/20/15.Customer is alleging that she was not informed we are a broker, which in turn caused her to refuse service when the carrier arrived at her residence.We have attached the electronically signed moving contract for your review.Highlights:Page par 3, Page par 1, Page Item : explain that the carrier will give a revised estimate if necessaryPage Item(s) & Explain that Mayflower Moving Services is an authorized Household Goods moving Broker and places the shipment with an authorized carrierPlease Review attached documents that show Mayflower Moving Services is an authorized by the federal government as a broker and it clearly stated in our contract that we are a brokerWe have no affiliation with Mayflower Transit Inc, the carrier.Thank you,Baljit S*President