Plymouth Relocation Services

Revdex.com:
I have reviewed the response made
by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[There has been no reimbursement made, my items were still broken and destroyed, your own policy was broken with me, you have not made me whole in the move, and you still have not delivered my things or the lady *** *** who husband died recently and my things were sent to her house in CA, and I am in Texas. I reject your apology because it does not make me whole or her. Her husband's things were missing too, after such a loss from cancer too. My children's ID's are missing and I have to reorder everything that is ID cards plus spend more money on Marriage certificates, bed sets, dishes, clothes, shoes. An apology does not give us our things back and make up for all of the inconvenience. Your company needs to fold, you don't know what you are doing and you are in the wrong businessI have always thought that lawsuits were frivolous and created for rich people. I see why now people in the USA sue for everything because customer service and business ethics along with greedy money hungry companies like you aren't regulated very well by the government or internally and consumer looses in the end. ]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I had more small boxes then what I estimated However less medium boxes then I had told them Their response is laughable I called their office yesterday around 11: After I talked with a very rude young woman I asked to speak to a manager, which I asked for at the beginning of my conversationI've still yet to here from a manager/supervisor The only acceptable fix on this is to refund my $promptly To say I had triple the amount of items in a square foot apartment is ridiculous and a lie Do the right and honest thing Refund us our money
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

You fail to mention the reason the price increased You had TRIPLE the amount of items that you disclosed to the reservations agent You pay for what you move and the space that you utilize in the moving truck If you add items and increase your volume, it increases price If
you remove an item and it decreases volume, it decreases price This was explained to you several times over the past few days and when you initially secured your move and made your first payment The crew arrived and was ready, willing and able to transfer the items you disclosed to our office and is on your itemized inventory list that you provided You refused and sent the truck away not allowing the crew to render services as agreed upon on your original order that you electronically confirmed and agreed to that itemized inventory list as well as the terms and conditions

Please contact our offices with any questions We are here weekdays from 9am to 5pm

Reviewing your file, our Quality Assurance offices contacted you several times in an attempt to update your inventory prior to pickup Frank left several messages and sent several emails to you which were unreturned until it was too late for us to make any adjustments At that point, all
adjustments have to be made at pickup with the foreman of the crew I believe this was explained to you, however, if you have any additional questions please contact our offices for clarification Thank you

We apologize for any unnecessary stress relating to your move.  Looking over your reservation it appears as if you have been in contact with our offices and customer service.  If you need anything else please let us know.

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:

[Your Answer Here]I have still not received any compensation, either from my original complaint or from subsequent dealings with the company to which Plymouth Relocation Services subcontracted my move. Furthermore, I have original documentation of the emails I sent to Plymouth on August ** and again on August **, along with phone records, proving that my various attempts to have Plymouth advocate on my behalf were ignored. My first two phone calls to Plymouth's customer service department were greeted with "this is not our problem". The third person I spoke to at customer service said she didn't know anything about my complaint.I have consulted with an attorney, who informed me that when a company subcontracts to a third party, the original company is ultimately responsible for seeing to it that things are done correctly.I await resolution.
 
 
 
 
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 carrier has not contacted me and I have repeatedly stated that I need a proposed resolution in writing via email, fax or text.Past attempted phone conversations have been unclear/inaudible.Plymouth Relocation Services promised me a hands-on service that required the company to hire professional services for the entire move including pickup, storage and delivery.  This did not happen.[redacted] 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize for any inconvenience.  After reviewing notes on your file, it appears as if it was disclosed to you that your reservations agent was away due to a personal matter and would return the following week.  Emails or calls are never ignored.  When the customer added inventory...

it increased price which is a normal occurrence.  If the customer removed items she would expect the price to go down - which would happen.  At the same time if the customer adds items the price goes up.  You pay for what you move essentially.  Regarding the refund, the customer began the process of a chargeback and we advised that we will not contest the chargeback and she would receive her refund.

This is completely fabricated.  You can call our offices at any time and we're all more than happy to help.  I've never once heard anyone in our offices say it's not our problem.  Since you have everything so documented please tell me the date/time you were told that so I can pull up the call.  I guarantee if anyone from our office told you "its not our problem" they will be terminated on the spot.  Regarding your compensation, that is coming from the carrier.  The last email we have from them is that your check was sent out on the [redacted] of October.  I did just email them again and will forward over their update to you upon receipt.

Addressing the customers complaint, our paperwork which the customer reviewed and then electronically signed and confirmed to agree with the terms and conditions states everything the customer is itemizing.  Paragraph number 1 states that we are a moving broker authorized by the FMCSA.  As...

a broker all moves are subcontracted by definition.  Furthermore, everything in our paperwork states that it is a carrier from within our network that will facilitate the actual move.  Paragraph number 6 states the following:  Based on the load size and mileage of your move, delivery may take anywhere from 1-­21 business days. It also states that Goods may be warehoused before delivery. Reviewing the customers paperwork from pickup she was also aware of the difference in price.  It wasn't for no reason.  The customer had additional items and required some packing at pickup.  This is the reason for the difference in price.  Any damages that occurred in transit the customer can contact our offices or the carriers office to process a claim.  Unfortunately on a rare occasion damages do occur in transit which is what insurance is for and this customer opted to not purchase insurance and chose the standard cargo protection which is provided free of charge.

Item # 1 in our contract that you electronically signed and confirmed in agreement with the terms and conditions states that we are a moving broker.  It is also referenced in numerous locations that we subcontract carriers to facilitate the actual moves.  We have not refused to advocate...

for you.  As you mentioned, you have been in contact with the carrier that facilitated the transfer of your items.  If they've agreed to compensate you that is not something we're involved with as they are the company to compensate you.   Reading your complaint on here I am wondering if the company agreed to the compensation you're mentioning or if that's what you would like to be compensated.  Either way, I will forward your complaint to the carrier so that they can address.  There are no notes in our system that you have contacted us stating that the carrier offered to pay you and that you are waiting for compensation.  We most certainly would have advocated for you had we known.

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:

[I have not seen their response or in contact with them.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Sir, we provided you with the carriers info which is Custom Relocation Services Inc.  They are the carrier that you need to speak with as they are who transported your shipment and they are listed on your Bill of Lading which you received at pickup.  All of their contact info is included...

on that document as well.    We have reached out to them and advised them that you are missing some items so they advised they will be in contact with you.

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:

Plymouth Relocation services contracted and hired the carrier and I was guaranteed timely and professional service by them when they pursued me as a customer. Sadly this did not happen and several of my items were damaged during the moving and/or storage.Plymouth Relocation should ensure that their carrier will follow thru with their promised insurance coverage for my damaged items and also their shoddy and unprofessional service which required additional costs on my part.  Importantly, their carrier - [redacted] - did not follow up with me regarding damaged items as he promised via email communication.[redacted] 
 
 
 
 
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:

[Your Answer Here]
The refund has not been addressed. The company does not seem to understand that the issue was not the increased price. The real issue is related to the refund. In addition I was told different things when I called. It took 4 days to receive an update price based on my inventory. Records will show that I e-mailed the updated list on Thursday night. I called Friday afternoon and was told the agent was out for personal reasons. On Monday I was told the agent would call me back on Tuesday. When I did not receive a response I called and was told the agent was away on conference and would be back on Wednesday. When I did not hear back I called on Wednesday to finally have someone that did update the inventory. While the company was very quick to charge my deposit, it is refusing the refund the deposit per their cancelation policy. I should not be initiating a dispute claim with my credit card company to get the money back. It will take between 7 and 21 days to review the disputed charge and for my credit card company to get the money back. The company indicates it will not dispute the charge-back. That again is not the issue. The customer should not be left with having to open up a disputed charge with the credit company to get the money back. Which company is not able to refund a deposit that is not theirs? The explanation is that the payment processor is not releasing the funds. How is that possible?
 
 
 
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:

[Your Answer Here]
 
 I had a contract with Plymouth Van Lines not the rinky dink company they sent.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Addressing this customers complaint, there was a window for pickup between the [redacted] through the [redacted].  The truck did arrive within that window.  The truck came with enough room to accommodate a load of 550 cubic feet.  The customers load was estimated at 362 cubic feet so there was...

additional room for the customers load.  Most of the customers items were oversized.  Our paperwork clearly states that if any items are oversized or bulky it must be referenced as such or it is not reflected in the estimated volume or price.  In this customers case none of her items were referenced as oversized so her price was not accurate due to the items not being properly described.  We dispatched a carrier from our network based on the list provided to us by the customer.  The carrier was ready willing and able to facilitate the move but they could not agree on pricing for the oversized pieces.

It is completely false that we are not available to address any issues with your pickup or delivery.  Our office hours are Monday through Thursday from 9am to 6pm and 5pm on Fridays. Addressing the customers complaint, your reservations agent Darren is with you until 2 weeks before your move...

date.  At that point your move goes into customer service and then dispatch - all of which Darren is not involved with so unfortunately he wouldn't be of much assistance.  Delivery was not delayed.  On your original order you requested to utilize carrier storage.  It specifies on your paperwork that delivery for any move can take up to 21 business days from your First Available Delivery Date.  Your shipment did not exceed that time.  With regards to any damaged or missing items you were provided the information needed to process a claim.  If you need any assistance with getting your claim processed we can definitely assist with that.

There is a claims process and it seems as if you are going through the motions of filing a claim.  If they cannot locate your missing items they will submit the claim for processing.