Pan-American Relocation Services

Please see our cancellation policy in this customers moving agreementIt clearly states, "I understand that if I change my pick up date up closer than the original pick up dates, the cancellation policy applies to the new move datesIf pick up dates are changed to later dates, the cancellation policy applies to the original pick up dates." This is our company policy and this does not changeCustomer is not able to provide any evidence to indicate otherwiseHowever, as a courtesy we did offer a credit to the customer to be used on a future move if this one fell through, customer has refused this creditRegards,

I hired Pan American Relocation Services for my cross country moveThey then hired [redacted] Services, *** Trucking LLC, and [redacted] LLC to completeI hired Pan American Relocation Services to move my belongings from [redacted] , NC to [redacted] , OROn July 18, I received their contract for the amount of $and I paid a down payment of $to hold the reservationOn July 24, the movers showed up to pick up my belongingsThe truck they brought was not big enough for my household contents, and they started complaining about the volume of items in my house - I had spent a long time on the phone with Pan American listing every item I planned to move, so this shouldn't have been an issue, After spending hours loading items into the truck, they then came in the house and insisted I pay $for moving services or I would lose my deposit and have to pay for all the work they had already done, plus fees to unload and unwrap all they had loaded so farAt the end of the day, they said their truck was too small and I needed to discard some items, which I was paying to moveThen they agreed to come back the next day for the rest of my belongings and I was assured everything would be finished on 7/25/17, and that it was ok for me to start my drive to OROn 8/2/17, my neighbor in [redacted] , NC informed me the garage was still full of my possessions and the movers had not come back, On August 7, 2017, after many attempts to reach the company, one of the movers said they were picking up the rest of my property that dayI was assured my items would still be here days after my scheduled moving date of 7/24/per the agreement, On August 25, 2017, I was contacted by another company saying my items would be delivered on 8/26/2017, but they did not arrive until 8/27/After loading about half of the items in our storage facility, the driver realized that apparently boxes had been filled with wet itemsUpon closer examination, it appeared the items had gotten wet and then been re-boxed in an attempt to hide the damage as none of the items had been dried out and it appeared no steps had been taken to reduce the water damage to the items shippedLarge furniture pieces that were obviously soaked had the original protective plastic removed and been replaced with new and covered with shipping blanketsNone of the water had been allowed to dry out prior to re-wrapping which exacerbated the situationThe contents of all the drawers, primarily clothing, were so wet we could wring water from them and apparently nothing had been done to attempt to save the contents or the furniture, seemingly the items were just covered up in attempt to hide the damage as the shipment was going into storageAt this time, it would appear the entire shipment is either destroyed or being destroyed by the moisture and moldIn an attempt to stop any further damage we had desperately tried to contact them after the issue was discovered and for several days after, We contacted [redacted] , a company that specializes in this type of situation, but did not have the funds to secure their services, so we then again tried to reach Pan American to plead for them to help us as we are unable to deal with this situation ourselvesWe were told on Thursday they would help us with clean up, but it is now Saturday and no one has responded and our items are continuing to deteriorateIt appears other companies were involved in this episode - apparently our items were stored in NJ for a prolonged period of time waiting for the second shipment of forgotten items to show upI can only assume this is an open air facility due to the amount of water damage - my understanding was if my items were to be stored at any point, it would be in a locked, climate controlled facility, this obviously was not the caseDue to the service issues and the condition of the items transported, I would like a full refund and compensation for damaged itemsWe were fully prepared for standard dents and scratches, but this damage was a result of negligence and an attempt to conceal the damage which resulted in more damage

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 This is about the responsibility that AAA Moving had to provide me with a moving service that met the terms of the contract I signed with AAA Moving I contracted with AAA Moving for (a) a professional move , with (b) disassembly and reassembly service, and (c) paid a bulky fee so that nothing would be stacked on top of my scooter and it would receive special handling The movers contracted were people hired off of [redacted] , that did not do the (paid for) disassembly or reassembly, and stacked a couple hundred pounds of boxes and furniture onto my [redacted] causing damage I did everything I was supposed to, and trusted AAA Moving to provide the services I was paying for, but AAA Moving did not provide a mover that met the terms of the contract I have been given the run-around (referring to how many times I have had to ask the same questions before getting an answer), been ignored (my calls are not returned and my problem ticket was closed prematurely instead of answering my questions) AAA Moving has defending the moving company that treated me and my belongings so poorly and refuses to use the tools at their disposal to see that my situation is too common with the company that they contract with hundreds of times a yearI have been told that they can only help me if I fill out the claim form, but the claim form is against Better Rate, and makes no mention of their company They tell me that they have a ‘procedure to complete’, and that they will help ‘ensure [I} receive fair compensation’ once the claims company has settled with me, but this makes no sense; once the claims company is done with me, there is nothing more anyone can do This is just another level of run-around, in my eyesI am rejecting this response as a resolution as it, like much of the rest of the responses I have received from AAA Moving, and an attempt to deflect responsibility from them 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 recording of the conversation ( time 12m 10sec) when I requested to change the time frame which puts me where is was able to cancel my service if I had know he amount would have increased $plusAnd all the measurements were specified in a different conversation with your employee ( lxwxh)How am I suppose to know what is considered small medium are lrg according to AAA policyThats the reason why I gave Erica the exact measurementsI should not have to pay for someone else mistakesAnd unable to get a refund when I wanted to cancel all services because Erica made a mistakeRegards, [redacted]

Issues have been resolved with customer

Revdex.com spoke to Doldie at business and the following was relayed: The weight was taken after vehicle was loaded and then weighed again after if was unloaded to get the weight, which came to lbsThe consumer was refunded what we were able to refund, $as a courtesyThe contract clearly states that if the weight is more than the estimate there will be additional charges

We apologize for any inconvenience or misunderstandingI was able to review your entire situation and it appears the major difference in your inventory was caused by the difference in the size of your plastic binsIn your original inventory which was preformed with Nick, there was not an indication of any binsWhen Erica called to confirm your inventory you changed your boxes to bins (at this point you were outside of cancellation policy), your bins turned out to be extra large vs Sm as it was adjusted to by Erica and this caused your cubic feet to be over concluding to charges by the carrierYour adjusted inventory was located on the new estimate that you performed an electronic signature to confirmUnfortunately we cannot further discount for the space that was taken by the items as the charges are legitimate and it would not be fair to the carrierWe do apologize for any inconvenience once again

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

We would like to apologize for the negative experience at pickup. I know this was a stressful and very costly move for you from the beginning. There was a large amount of overages at pickup which raised the cost over your budget. For this reason we did provide a courtesy discount of $400.00 off the... cost of the move. After delivery we did receive your complaint regarding the driver and followed up with the carrier regarding this. The response we received from the carrier was that the driver had been with them for a long time and did not have a history of complaints like this, they said they would follow up with other customers to ensure it was not happening. Unfortunately without any verification, they would not provide further compensation. As far as missing or damaged items we can definitely help you with the claims process. Please contact me directly at ###-###-#### Ext [redacted] and I can help start your claim. Please have a list of items and pictures of the damages prepared. Thank you for your patience.

We are working with the carrier and insurance claims company in order to help get the proper compensation for the damages to Mr [redacted] inventory

We would like to apologize for any inconvenience and have contacted the carrier regarding the issuesThey have reported that you were contacted on Sept 9th and stated you are not ready for delivery, your items are currently stored in [redacted] at the carriers climate controlled storageThe carrier reported that a couple items were left behind, and they did come back to pick up those itemsThey have also stated your inventory included items instead of the original you were quotedThey also stated they did special pack your grand father clock ( a $value)The carrier states as a courtesy they did not charge you any overages for the additional items or packing servicesYour total remains the same as quoted by AAA Moving & storageWe appreciate your businessPlease give us a call when you are ready for delivery

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 AAA called and said they were talking to [redacted] and asked them to expedite my claim to days and said they no longer use [redacted] as their carrier I told AAA that I still would like to have this claim remains open till [redacted] works out a satisfied settlement with us The fact that AAA is no longer use [redacted] let me think that I need the Revdex.com to help to hold AAA responsible for choosing [redacted] - a misleading fact that I did not know I also let them know that as senior citizens dealing with their complicated business practice is not fair for us As of now I have not heard anything from the claim agent for *** Regards, [redacted] We were able to speak with this customerShe does understand we are a broker and per our contract the carrier is responsible for any damages caused to the goodsShe is glad that we are attempting to assist her as she is currently going through the claims process with the carrier

This customer has began the claims process in order to get compensation from the carrier

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Consumer called Revdex.com and indicated that the complaint was resolved Regards, [redacted]

We are in contact with the customer, attempting to collect more information from the carrier to verify if overages were accurate

We are in the process of working with this customer to resolve these issuesWe are waiting to hear back form the carrier and confirm what occured during the moving process

We understand moving can be a stressful time and things can be forgotten and we apologize for any inconvenienceWe are glad we were able to share your signed contract as well as recordings of the telephone conversation with our - Rep did not indicate packing materials are included - Signed
agreement states packing materials are extra - Emailed recording w/Erica stating TV Box would be $- Client states Michaela told her the same price for the TV Box - Emailed highlighted agreement showing Unless specified in the ‘Packing Material List’ of this agreement, packing supplies such as cardboard boxes, shrink wrap, and bubble wrap are NOT included in this estimateWe appreciate your understanding and business

We are not directly responsible for damages caused by the carrier we happy to follow up and help the customer any way possibleAlthough we do not work with this carrier they are still governed by the DOT and must provide the customer with standard insuranceMrs *** claim is still in process through *** *** ***, a third party claims service which processes damage claims for this carrierIf there are any further questions we are reachable at ###-###-####, follow prompt to our quality assurance department

Miss ***, Please be advised that you did in fact sign off on our contract and also signed off on the contract of the carrier agreeing to your volumeBoth contracts are legally bindingAlthough you are alleging that you were told differently than what is reality, word of mouth is just not simply we can go off of when we have signed contractsWe are glad that we were able to assist you in a time crunch and provide you with excellent moving services. Regards, AAA Moving & storage

I have reviewed the response made by the business in reference to complaint ID ***, and here is a summaryI have received my items on 9/22/This is business days after my stuff was pickedIt totals to days to deliver my stuff from ** to **I was offered $discount by the mover for the delayHowever, the mover was supposed to deliver between 1-5PM but instead arrived at 8PM in the night due to which all the nearby parking was fullHe parked at a different location and charged me $extra for bringing my stuff from his truck to my homeSince I didn't have so much cash, he said he will not put my stuff out of the truck until I pay him the extra $This happened only because he was late and it was not my mistakeI had no option but to have my wife make a run to the ATM and get him the moneyWe never felt more helpless and held to ransom like this experience everSo in total I got $675-$= $discount for the ordeal me and my family had to go throughIts a lost cause and I have no interest to continuously feel helplessIt is a terrible mistake to trust and believe in good faithThe effect which I had to make my family feel too
Regards,
*** *** ***