Prisma Cargo Solutions

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 and the matter has been resolved. However, I want to make some strong clarifications:- The complaint to the Revdex.com was filed on August [redacted], a week after the shipment had arrived to Mexico. - The shipment was held by [redacted] until August [redacted].- On July [redacted] I told Prisma that the payment to [redacted] had to be cleared before the shipment was released to me. I insisted numerous times via email and over the phone, and received no answer until August **, when they said that the payment had been executed, but they were never willing to give me any kind of proof of it.- Given the lack of response from Prisma, I had to send someone to visit Prisma's offices on August [redacted].
Given the terrible customer service and the 20 day delay on the delivery, I believe that this business should not be accredited by Revdex.com.
Sincerely,
[redacted]

According to our records, Prisma Cargo Solutions paid [redacted] and [redacted] received his belongings as well as his deposit for insurance back. Best, Jennifer

Dear [redacted], Thank you for contacting our company!  I'm glad to hear that your container is about to be delivered to your Door in India. Please note that we have executed your shipment and your container has successfully arrived in India on January [redacted], 2016.  1. You have acknowledged receipt of container (as you state below) and you have acknowledged receipt of the Bill of Lading! 2.  We have also spent time in the past (December-January)  and have e-mails from you stating that you DO NOT wish to upgrade into a Door-to-Door service, but instead you want to keep it only  To-Port Service.  (Emails and offer exchanged with [redacted]). 3.  We also have e-mails from you stating and confirming that you wish your container to be handled by Your Destination Agent in India  and that you NO longer wish to use or hire Prisma Cargo....  therefore our obligation ends at the moment your container is discharged in then Indian port. 4. You refused paying the $125 fee to Prisma Cargo, for the Customs Clearance in India offered to you,  by replying once more that you and your Agent will be responsible  for the Clearance and landing costs.   I would kindly refer you back to those emails and the service you hired us to perform.  We offered you several times the option to use our Services at Destination or Upgrade your contract,  but you denied!   I hope all of the above are understood, Thanks for your consideration and best regards, Alex M[redacted] Operation Manager Prisma Cargo Solutions,LLC Email: [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 my representative is drafting a response to this wonderful answer by prism cargo .I do not accept but will take few days to draft appropriate response.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In regards to [redacted] damages, last time we spoke he filed claim for damages with insurance. I have contacted the insurance company to know about the status and they are aiming at an answer in 10 days, Please let us know if you need additional information, Best regards, Pam  ...

---------------------------------------------- Pam R[redacted] International Sales Department- Prisma Cargo Solutions, LLC [redacted]

Dear Revdex.com,we never told [redacted] that port fees/THC charges are included. In writing and over the phone several members of our team told him that this are exclusions, also his signed agreement states that port fees/THC charges are excluded (please see below)Furthermore [redacted] was trying to get the cheapest service possible. We gave him several discounts. Originally the quote was for $2895.00 we gave him $2195.00, but it looks like he did not appreciate our good efforts. we were very surprised to receive this complaint because client was very happy with our service and rated us with "very good" see performance report attached.best,[redacted]

Dear Revdex.com, Please be advised that Prisma did an excellent job for [redacted] delivering without damages. The only problem is that [redacted] is an impatient person and could not wait 1 day for answer and was harassing us with his calls using offensive words like [redacted] We did not record his offensive calls, but we do have email exchange like this one attached were he uses the word [redacted] on several occasions. Also attached is a screen shot showing emails I sent to [redacted] every day or other day. My colleagues would send more emails. He is a bully person. Please see attachment. Also he is a liar when he says that we were not caring about his shipment. He himself said on January *: "[redacted]" and we did pay attention to his shipment a lot. For this reason we find that his statements are exaggerated and untrue. Best,Pam

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]
Please see the following exchange which again is cut and pasted from the emails that I have forwarded you.  This charge is not a duty, tax or inspection but a handling charge.Dear [redacted],The price I gave you is all inclusive.Only duties and taxes, if any or inspections are not included, Best regards,[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:

 Revdex.com,dcfMy goods were picked up on November [redacted] and was given a 6-8 week period for delivery. I do accept that delays happen in transportation due to weather,customs, and other uncontrollable forces, but what I will not accept is that my goods arrived in the UK on December [redacted], it wasn't until after the New Year that Prisma Cargo Solutions actually paid the delivery company in the UK, VanPac. If they wouldn't have waited for over a month to pay VanPac, my goods would of actually made it to me before I had to leave Germany. Before the pickup, I told Pam that I would be in Germany from December December [redacted] until January [redacted]. My goods WERE NOT delivered on January [redacted], they were delivered on January [redacted], and since I had already flown out of the country, my wife had to take time off from work (use vacation time) to be there for the delivery. Also as I have said in the previous statements, there were periods of weeks that Pam refused to answer her work phone, or respond to my emails. I will say this again, one day I tried for 3 hours to call Pam and nobody would pick up the phone, so I called through [redacted] and she answered the phone immediately because with [redacted] she didn't recognize that it was my number on her caller-ID. I hung up from [redacted] and immediately called back with my cell phone and she refused to answer. The customer service experience was atrocious, and because Pam continuously failed to follow up with my account, that is the reason for the delay. So the fact that I was satisfied when my goods were picked up is 100% irrelevant because everything bad happened after that date.      
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Revdex.com agent/Resolution center,   Revdex.com COMPLAINT ID: [redacted]   Thank you for the notice below and hereto find please our answer to this complaint:   For nearly two months and currently, we are working with FMC and its mediator [redacted] on this case and hopefully we will...

have a reasonable outcome soon.  [redacted] contacted FMC and apparently wishes his claim to be handled by them.  We expect that FMC will interfere and will chase [redacted]  and its counterpart in Germany that billed all the landing charges.  We do believe that the below conversation is totally unnecessary since FMC has taken over, however I will happily provide you with an update on the current situation.   As discussed with FMC and its mediator [redacted], we wish to involve the Freight Forwarder on a relief plan and we hold them liable for the delay occurred and all extra charges accrued in Germany.  I have attached the Bill of Ladings, Master, House  and Invoices from [redacted].   Prisma Cargo has cooperated and thoroughly provided any information asked by FMC and  [redacted].  We have also made a proposal to FMC and suggested a Full or Partial reimbursement to [redacted] (amount to be discussed), we only wish to see the party that billed the charges and benefitted to offer a substantial relief amount.   We seek reimbursement for [redacted] of the following charges: 1. STORAGE Amount billed  949.20 2. DEMURRAGE Amount   600.00 3. Felhtracht billed  680 Euros  for missing Trucking appointment  due to release issues! I have included below parts of our conversation with the FMC mediator.  We hope that the same communication has reached [redacted].     “none of these fees in the Invoice are assessed by our company (Prisma Cargo Solutions), nor we could have foreseen such port fees applied.  They are all calculated and assessed by German customs, local terminal for the THC and by the truckers”     “our Freight and Bill of Ladings are on a pre-paid basis with all carriers, hence paying the ocean on time is our priority.  For Germany we do Express release,  thus Originals are not required and the Lines will not hold the cargo.  It is very common also that despite prompt payment, the transaction might not be recorded properly by carriers (accounting, receivables)  or funds are not traced within the several departments, thus valuable time is lost in the release process.   loloNow this bill is shown as fully paid in our systems.  The NVOCC (Freight Forwarder)  is [redacted] and it seems that the problem starts from them.  Prisma Cargo Solutions  did not put a hold on this container.  I’m looking to find out if this container was placed on hold by [redacted]/Vanguard and what is the date of the release”     “As per the attached and the Vanguard arrival notice and Invoices:   Container sailed:  [redacted] Container Arrived:  [redacted]   *16 days of Transit to Bremerhaven, Germany.   As previously advised, we sometimes choose to use an NVOCC for our shipments.  [redacted] is one of the main consolidators that we use in the industry!  Of course we use many others like Troy, Rose Container, Shipco etc.  or we ship directly with the SSL’s.  We are using [redacted]  services I would say approximately 5 years now…. we have a  30-day credit on FCL loads and 30-60 days credit on LCL loads.   I’m pointing out the fact that we have credit,  in order to justify that there was absolutely NO reason for Vanguard to place a Hold on this container,  and thus creating this mess!  We consider a 16-day transit a very short period of time in ocean shipping where shipments can arrive shorter than expected and payments cannot be executed immediately!  Invoices can take days to be received from our offices, then our Accounting might be backed up with work, then approving bills and passing them for execution can take a few more days  and finally  completing a Wire also can take anywhere between 48-72 hours to post…..  this transfer was executed immediately after container’s arrival and BEFORE  we went above our credit terms!     We are very sorry that [redacted] had to pay the outstanding balance of 2,757.70 EUROS.  I totally believe that Vanguard’s attitude was arrogant and unprofessional!  The 2,757.70  could have been avoided on its greater portion (if not all) if Vanguard had shown the decency to release the container to our Consignee agent (Navtrans) upon container’s arrival, on September [redacted].   From our communication with our destination agent  and as per the emails I’ve sent you,  Navtrans tried to expedite,  they absorbed several fees in order to keep the amount on low levels (see email from [redacted])  and they notified us immediately of the hold!   Unfortunately for us and  [redacted]  it was already too late!  The container was already on Demurrage!     Prisma’s Proposal:   We would like to hold [redacted] liable for this issue and for the fees that [redacted] had to pay in Germany.  We leave out the  373.50 Euros THC  + 155.00 Admin fee  which were more or less anticipated  and [redacted] was informed in advance – see our Service Agreement, our sales stuff communicated to him about the destination THC. (there is a THC in every port of the world ranging anywhere between 200-400 Euros).  Please also note that we specify that our Service  excludes  THC/NVOCC  at destination and [redacted] was aware.  I can forward you our Service Agreement if you want to review it.   We would like to know if you can contact Vanguard to claim a refund for [redacted].  All relevant port fees should be reimbursed by them.   Specifically: 1. STORAGE Amount billed Navtrans 949.20 2. DEMURRAGE Amount  Navtrans  600.00 3. Felhtracht billed  680 Euros  for missing Trucking appointment  due to release issues! All Invoices are created by their counter office in Germany.  Prisma had nothing to do and we didn’t bill or collect any amount on their behalf.   Lastly, Prisma Cargo out of good will, is willing to be included in a kind of a relief plan & amount,  only if [redacted] accepts its fault and agrees on a reimbursement towards [redacted]”     Attached files –       Should you have any more questions, please do not hesitate to contact me.     Best regards, Alex   ------------------------------------------------------------------------ Alex M[redacted]  -  Operation Manager Prisma Cargo Solutions, LLC Primal Relocation Leadership [redacted]
[redacted] Phone ###-###-####   Fax ###-###-#### [redacted]
[redacted] FMC License [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:[redacted] has NOT returned my deposit of COP $3,000,000 despite what the Prisma customer service agent who wrote the response has said. [redacted] told me they would hold it until they received payment from Prisma.  I have written to [redacted] repeatedly about the deposit and am not getting adequate responses.  [redacted] is implying that, either due to delays in payment on Prisma's end or other complications for which Prisma is responsible, I will lose this deposit.

 
 
  
In order for the Revdex.com to appropri[redacted]y 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]
 
Dear [redacted], I write in reference to Complaint [redacted] -- My hiring of Prisma Cargo Solutions for my New York - Singapore move. Desired result:Refund of S$130 rush fees I paid because Prisma failed to communicate with their business partner in Singapore about the arrival of my shipment. I would also like acknowledgement that the process of my move was very badly handled. I apologize for the delay in responding. I recently relocated abroad and have been preoccupied setting up my apartment and starting a new job. No one has contacted me about getting reimbursed for the S$130 I was charged because other people failed to do their job. I was told by [redacted] in Singapore (Prisma's business partner here), that*my* phone call to them when my goods arrived at the port was the first they had ever heard about my shipment. As such, they had to rush processing of documents that Prisma only later emailed over.[redacted] subsequently held my goods hostage at their warehouse because, they said, Prisma had not yet paid them for their services. Thus, despite my paying everything I needed to pay, and more, I had to wait another week to receive my things. Prisma's characterization of their response as "prompt" is simply inaccurate. It was anything but. Below is a timeline: Nov. **: Boxes picked up by movers.Dec. *: I hope your week is going well. I was wondering what the latest is on my shipment? Is there a tracking number?Dec. *: Passport scan is attached. Is there a tracking number yet so I can track the progress of my shipment? Thank you.Dec**: Can you let me know where my shipment is and if there is a tracking number?Their response: "Your  shipment  is loaded on-board in NY.  We expect departure  this coming weekend. The estimated  ETA  in Singapore is January [redacted].As  soon as we have  confirmation of departure,  we  will notify you."Jan *: Hi, Is tracking information available? Thanks Jan *: Hi, any updates? I was given an expected arrival date in mid-January but have not received confirmation of departure or tracking information. Thanks.Response: "My colleague [redacted] should  be able  to assist you. Dear [redacted], Please assist,"Jan *: Hi [redacted], Would you please let me know the status of my shipment at your earliest convenience? I need to plan. Thank you Jan *:  I have not received any updates on the status on my shipment since it was picked up in November or since full payment was remitted in early December. I have not received departure notification or any sort of tracking information... Please let me know when I can expect the arrival of my shipment.Jan *: I just called and left a voicemail. Please let me know where my shipment is and when I can expect it.Response from [redacted] to Operations: "PLEASE ADVISE ASAP"Response from [redacted]: Tracking information finally sent. Jan **: On my own initiative, I call [redacted] to inquire about shipment Jan **: Shipment arrives in Singapore Jan **: Prisma sends [redacted] my documents *after[redacted] requests it.Jan **-Jan **: I call and email Prisma and [redacted], trying to get my shipment released.Jan **: Shipment finally delivered to my apartment. Ironically, Prisma's billing department had contacted me three times in two days asking for full payment, more than two weeks before it was due. So in some respects, they are very attentive. In the end, I have received all of my boxes in good condition.However, the process leaves much to be desired. Once Prisma had my boxes and my payment, their efforts and communication greatly diminished. It was very stressful not knowing when my things were arrive, IF they were even arriving. At that point, I had been living out of a suitcase for two months, apartment hunting while starting a new job etc. and all of the joys that come with international moves. For their business partner to hold my goods hostage for leverage, despite having everything they needed from me, was truly unprofessional. I don't know what credit agreement they have with each other (nor do I as the customer need to be involved) but it resulted in significant avoidable delays. I also want to note that "port fees" ended up being substantively higher than the estimate I was given by Prisma. I was told I could expect US$100-$250. I was later charged US$495 (S$600) by [redacted], plus the S$130 in "rush" fees. As Prisma notes, this is outside of their control and in fact was not strictly speaking part of our contract. However, Prisma represented themselves as being experienced in shipping to Singapore. For their estimate to be so off the mark is worth noting. Thank you for your help in arbitrating this matter. [redacted] 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for your contacting our company.   Our records show that this shipment has arrived at destination and has been delivered already.  We apologize for any delay in transit.  As expected sometimes and explained in our Service Agreement,  the total transit time varies...

depending on country of destination and port of arrival.  A lot depends also on the Local Customs processing and how strict they are.  The total transit is also affected greatly by the taxi related delays, weather issues, Line holds or port strikes/issues,  hence the best we can offer is to educate our clients  of all potential problems  and provide a range or an estimated arrival time,  for instance 4-6 weeks, 6-8 weeks  from origin to final destination.   We are always glad when shipments are finalized,  which fulfills on its entirely our Door-to-Door commitment.   Let me please briefly take a moment to explain the steps taken, the action and the excellent service provided.   Before Signing an Agreement with Prisma We offered a great rate, information about our company and provided customer service by explaining our Services and the Intl. Shipping industry. We answered by email or phone all questions or concerns.  We have done everything possible to smooth this process and we customized the Service based on client’s needs and Budget.  We have explicitly described our service and provided transparency on all costs.  Our Sales Team was in communication with this client since early 2015.  As mentioned above, we cannot predict any upcoming delays, therefore we can only foresee what is standard in our industry and can provide a range of 6-9 weeks of delivery time.    While At Contract and Before Moving We communicated often with client in regards to her upcoming move.  We described again the exact service before picking up her goods.  Client seemed to be very well informed and had understood the Service pretty well.  We confirmed the date, time, address and we scheduled everything on her requested pickup date.   After Loading and Shipping We kept client constantly updated, we sent her regular reminders,  information and a Tracking link to trace her shipment  and we kept her all the way informed until her shipment arrived in the Switzerland..   We are always glad when shipments are finalized,  which fulfills entirely our Door-to-Door commitment.   Hope this is appreciated!   Should you have any more questions  or concerns,  please do not hesitate to write to us  or contact us at our Main office:  [redacted]   Sincerely, Alex M[redacted]  -  Operation Manager Prisma Cargo Solutions, LLC Primal Relocation Leadership [redacted]
[redacted]
[redacted]   [redacted]

Dear Revdex.com,[redacted] complaint has been handled by the Federal Maritime Commission, who appointed an investigation. On April [redacted] the issue has been closed/resolved by the FMC. Client should have received a notice from [redacted].All matters discussed with CADRS staff are confidential and subject to the same confidentiality provisions as administrative dispute resolutions pursuant to 5 U.S.C. 574. Except as specifically set forth in 5 U.S.C. 574, neither CADRS staff nor the parties to a dispute resolution proceeding before CADRS shall disclose any informal dispute resolution communication.We highly recommend [redacted] to contact FMC as our regulator if he still has questions.Please do not hesitate to contact me,Best regards,Pam R[redacted]

Dear Revdex.com,Regarding ourclient [redacted] (referred to as “client” from now and on), please note belowfacts:.      OnSeptember **, 2014 we received clients’ request via [redacted]to quote for moving services from [redacted] to [redacted]...

[redacted]·        On the sameday we quoted client for a 20-foot container door-to-port·        The sameday, client sent us a quote from “[redacted] [redacted] [redacted]”so we may match or better a 20-foot container door-to-door self serviceoption, and to also to explain and differentiate our services from theirs(attached)·        Customerthe same day accepted and signed our updated proposal for a 20-foot containerdoor-to-door self service option (attached)·        OnSeptember **, 2014, the container reported to clients residence forself-loading.  However, we were advised that truck got stuck in the mudwhile approaching clients residence and that a tow truck was needed in orderfor truck to be removed  Regarding,customers’ complaints to the Revdex.com below: ·        Clientmentions that “However, on the day the shipping container was suppose toarrive, at 9 AM, I got a call from the driver saying he was just leaving theplace with the container and it was two hours away. So he calls to let me know5minutes before he is suppose to be there that he will be two to three hourslate”.  Unfortunately, unforeseen events do occur withtransportation and we had advised client beforehand that “The container will  arrive approximately at  9:00 -10:00 AM.  Your flexibility is appreciated” (see attached)·        Clientmentions that “The driver arrived at noon and walked down the drive way toask how he should get the truck to the garage. I explained he needed to reversethe truck down the driveway he insisted on doing it his way and driving downand turning around in the soft, wet grass which ended up getting the truckstuck in the mud for four hours”.  Truck driver refutesthis statement as we were advised that “The shipper advised the trucker touse the route requested for them to load therefore they are responsible for allthe following charges. Unfortunately the residence did not have a properlocation for the driver to load.  Your shipper advised him to move aroundback and then he got stuck in the mud.  It’s tricky on residential loadsand most drivers will turn around and go back to the depot if there is not aproper location for him to load.  In most cases we have to bill back a dryrun and then reschedule the loading.  In this case the driver was able toget pulled out of the mud by a tow truck and made the decision to remain onsite for loading.  Unfortunately this whole situation was caused by yourshipper and therefore they are responsible for all additional charges. Yourshipper is responsible for all charges due to the fact there was not a properloading location.  I don’t know how else to phrase this.  YourShipper put our driver in this position and he could have turned back to thedepot and billed you for a dry run.  This could have been much more costlyin the end, but our trucking company did us a favor by staying on site andloading the container” (see next 2 attachments). - - - We tried to find acompromise but our trustworthy trucker was absolute thatthe client insisted of proceeding as and he did as instructed·        Clientclearly makes personal attacks to [redacted], which Iwill not comment on.  Without a doubt though, client was notignored (see attached)·        Clientmentions that “…almost two weeks late I was then notified that the containerwas being put on hold because of the unpaid towing bill”.  Indeedliner did not release shipment as it was assessed the clients responsibility topay the tow bill which was disputed by client.  So, in act of good faithand perhaps in coordination with client, our Malaysian Destination Agentreceived clients shipment in their warehouse and redelivered on another vehiclein order for client not to incur exorbitant demurrage andport fees in Malaysia·        Clientmentions that “On Christmas Eve, my husband and I drove to the warehouse totalk to the guy and paid him $1,000 USD that Prisma owed him,another $680 USDfor the tow bill, and RM750 to have our stuff delivered to our house”. We are uncertain what client means here.  The rate for theservice agreed upon from our Destination Agent “Continental Movers & Storage– Malaysia” was $900.00 (see attached) and client paid our Agentthe $680.00 tow charge owed and we paid the remaining balance tocompensate for our Agents’ destination services (see attached)·        Regardingdamages, since items were self-packed/ unpacked no insurance company canprovide such a coverage for damages as they do not know the quality ofthe packing and if packing is done adequately.  Further to that, as perour terms and conditions that have been accepted with clients signedagreement (attached and re-quoted below)”o  Loss orDamage -Removals and Storage § Exclusions- Prismawill not be liable for any loss or neither damage nor any delay which resultsfrom any cause beyond Our control. Under no circumstances Prisma will beresponsible for any loss or damage involving the restoration or reconstructionof information or data or any item of so called consequential loss. Prisma willprepare § Damageto Goods –Packaging-  If the Goods sustain damage by reason of defective or inadequatepacking or unpacking, and the packing or unpacking (as the case may be) was notundertaken by Prisma or a Subcontractor, We will not be liable. § Damageto Goods -Inherent Risk - Certain goods (including electrical and mechanical appliances,computer equipment, scientific instruments and certain musical instruments) areinherently susceptible to suffer damage or disorder upon removal. Unless thatdamage or disorder results from the want of due care and skill on Prisma part,We will not be liable. Prisma liability for loss or damage is limited, as setout clause (a) below. You may request us to increase our liability, as set outin clause (c) below, subject to our express written agreement in advance ofcarrying out the move and/or storage and payment of any additional charge. (a)In the event of our losing or damaging your goods, if we are liable, we willpay you up to US $0,60 per pound/per item or a maximum sum of US $500 for theentire shipment which is lost or damaged, to cover the cost of repairing orreplacing that item. (b) Prisma may choose to repair or replace the damageditem. If an item is repaired we are not liable for depreciation in value. (c)Always subject to receiving your itemized valued inventory and request inwriting to increase our liability, prior to the removal and/or storagecommencing, we may offer to extend our maximum liability to the value declaredby you to us. This is not a transit insurance on the goods and you are stronglyadvised to accept the insurance offered in our quote or arrange insurance coveryourself.. For the purposes of clauses (a), (b) and (c), an item is defined asany one article, suite, pair, set, complete, case, carton, package or othercontainer. Prisma will pr (d) Other than by reason of our negligence, we willnot be liable for any loss, damage or failure to produce the goods if it iscaused by those circumstances set out in the following: I. By fire howsoevercaused. ii. By war, invasion, acts, of foreign enemies, hostilities (whetherwar is declared or not), civil war, terrorism, rebellion and/or military coup,Act of God, industrial action or other such events outside of our reasonablecontrol. iii. By normal wear and tear, natural or gradual deterioration,leakage or evaporation or from perishable or unstable goods. This includesgoods left within furniture or appliance. iv. By moth or vermin or similarinfestation. Prisma will prepare v. By cleaning, repairing or restoring unlesswe did the work. vi. To any goods in wardrobe, drawers or appliances, or in apackage, bundle, case or other container not been packed and unpacked by us.vii. For electrical or mechanical derangement to any appliance, instrument orequipment unless there is evidence of external impact. viii. To jewelry,watches, trinkets, precious stones or metals, money, deeds, securities, stamps,coins, or goods or collections of similar kind, howsoever caused, unless youhave previously given us full particulars with value, and we have confirmed inwriting that we accept responsibility as in conditions (a) or (c) above. ix. Toany goods which have a relevant proven defect or are inherently defective. x.To animals and their cages or tanks including pets, birds or fish. xi. Toplants. xii. To refrigerated or frozen food or drink. (e) Other than by reasonof our negligence, we will not be liable for damages or costs resulting indirectlyfrom, or as a consequence of loss, damage, or failure to produce the goods. (f)No employee of the contractor named on the front of this contract shall beseparately liable to you if any loss, damage, miss-delivery, errors oromissions under the terms of this contract.·        PrismaCargo Solutions, LLC cannot be liable for the tow bill since clientinstructed truck driver to use a route which eventually got the truck stuck inthe mud despite truckers’ warning·        We are notsure what the RM 750.00 relates too;  we assume they are charges that werecoordinated directly with the destination agent and client·        PrismaCargo Solutions, LLC cannot be liable for claimed damages as perterms and conditions of our agreement Finally, wepoint-out the below facts: ·        As perattached evidence, we supported clients’ declaration that it wastruck drivers fault for getting stuck in the mud but it was verified otherwise·        As perattached evidence, Prisma Cargo Solutions, LLC in good faith managedfor the client not to get billed for a “double-trucking/ dryrun” as trucker remained at place of loading in order for items to getloaded inside the container after vehicle was finally towed·        As perattached evidence, Prisma Cargo Solutions, LLC in good faith absorbedan additional $337.50 for detention and re-ramp (see attached)  It appearsthat client has contacted the Revdex.com because client was not content of thefact that their wrong instructions regarding truck access resulted in anadditional tow bill of $680.00. Let me know ifany other information is requested. Sincerely,   [redacted]

Regarding ourclient [redacted] (referred to as “client” from now and on), please notebelow facts: ·        OnSeptember **, 2014 we received clients’ request via [redacted]to quote for moving services from New York, NY [redacted], USA to...

Singapore,Singapore·        On the sameday we quoted client based on her shipping list for a less-than-container load(LCL) shipment, for 200 cubic feet of volume door-to-portservice·        On October**, 2014 she requested to be re-quoted for a door-to-door service·        On November**, 2014 client accepted our proposal and signed an agreement (attached) Regarding,customers’ complaints to the Revdex.com below: ·        Clientmentions that “They failed to contact their business partner in Singapore totell them to expect my shipment, resulting in S$130 in rush charges, billed tome”.  A Pre-arrival had been sent and re-sent to our partner inSingapore as per attached·        Regardingthe “S$130 in rush charges”, we have no idea what thisrelated too and will ask our partner in Singapore for additionalexplanations and ultimately to reimburse our client directly·        Clientmentions that “They have failed to pay their business partner in Singapore,resulting in my goods being held hostage to this day” - - - We received theinvoice from our partner today with yesterdays date and have paidimmediately (see attached e-mail,  invoice and wiretransfer)·        Clientmentions that “I have tried to reach Prisma to resolve this issue, butseveral days have passed and I have received no response” - - - attachedthere is evidence of our prompt correspondence with client·        Clientmentions that “…Prisma failed to provide tracking information in a timelymanner, a service they had promised”  - - - - attached there is proofof our prompt advice of tracking number to client·        Clientmentions that ”They also told me port fees, not included in our agreement,would amount only to $200-300. Instead they are $500” - - - we had advisedan estimate of port fees based on prior shipments of this typeand the S$500.00 client is referring to are fees for THC/ port and othercharges ALL together that were beyond our control and excluded from ourservices Finally, wepoint-out the below facts: ·        As perattached evidence, our services are provided exactly as per attachedagreement·        As perattached evidence, THC/ port and other charges were not included inour agreement and were for clients’ account  It appearsthat client has contacted the Revdex.com because client was not content of the chargesencountered for THC/ port and other charges that were beyond our control andexcluded from our services Let me know ifany other information is requested. Sincerely,[redacted]

Dear Revdex.com,this complaint is being handled by our claim department.you will receive an answer soon.Client went to the port to measure his items and found out that Prisma is right. Client has more volume. We are waiting to see if client wants to ship or cancel with Prisma.

Dear Revdex.com,we find that Prisma Cargo services has been misrepresented by client.As you can see from our previous attached invoice, we did pay international agent on time. So this is not the reason of agent holding onto the deposit.We contacted today [redacted] and they stated they are in the process of returning the deposit, please see attached screen shot of email with email exchange.As mentioned previosly deposits are sometime required, but are returned at completion of delivery.Best, Jennifer

Revdex.com:
After reviewing this case, it is obvious that Prisma has no idea on how to treat their customers or have any respect for them. With that being said, this complaint is going nowhere and is frankly a waste of time, so I'm closing it. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is at a stalemate.
Sincerely,
 
[redacted]

Review: The contract I signed clearly stated that I have to pay THC and port handling fees, but not NVOCC fee (2500 RMB/$410) but customs agent told me that Prisma instructed him to collect NVOCC charge from me. I should not be responsible for this charge.Desired Settlement: Prisma should refund me $410.

Business

Response:

Dear [redacted],thank you very much for your email.Please be advised that all port fees at destination are not included in our agreement. The port fees at destination includes as you mentioned THC, port handling fees and any other fee that the port charges over there in [redacted]. The $410.00 is not a charge that we are collecting from you, but it comes from the [redacted] local authorieties.Sincerely,[redacted]