Prisma Cargo Solutions

Review: Re: an international move from USA to Colombia

Prisma has not paid the local company they contracted to complete my move and this local company, [redacted], is threatening to charge me for these services if Prisma does not pay them. Both [redacted] and I personally have tried repeatedly to contact Prisma (speficially ALEX M[redacted], SERGIO C[redacted] and JUAN C[redacted]) about this matter and we have received no response from the company. I have already paid Prisma for these services. (See below)

On August *, 2015, I signed a contract with Prisma for the international move from RI, USA to Bogotá, Colombia. The sales agent I worked with at Prisma, SERGIO C[redacted], informed me that Prisma would give me the name and contact information of the Colombian moving company they would contract to complete the Colombian leg of my move in the coming days.

On August **, 2015, JUAN C[redacted] informed me, via email, that the Colombian company [redacted] would be the subcontractor in charge of all logistics in order to complete my move in Colombia.

On September *, 2015, HETAL P[redacted] confirmed that Prisma received my full payment and that I no longer had any outstanding balance.

On September **, 2015, [redacted] informed me that they had repeatedly contacted JUAN C[redacted] at Prisma about the payment that Prisma owed them and had not received any response.

On September **, 2015, I wrote an email to SERGIO C[redacted] about Prisma's outstanding payment to [redacted]. I received no reply.

On September, **, 2015, after [redacted] wrote me again to say that Prisma still had not paid them, I called and left messages for SERGIO C[redacted] and JUAN C[redacted] at Prisma asking them to contact me about the outstanding payment to [redacted] and I emailed ALEX M[redacted], SERGIO C[redacted] and JUAN C[redacted] again reminding them that [redacted] still has not received payment from Prisma and asking them to contact me immediately. I have received no reply.Desired Settlement: I want Prisma to make the outstanding payment they owe to their Colombian subcontractor, [redacted], thereby upholding their contract with me and completing the job I have already paid them for.

In the event that their delay in payment to [redacted] results in either the forfeit of a security deposit of COP $3,000,000 I made to [redacted] or other fees caused by the delay in payment, then I want Prisma to reimburse me that money.

Business

Response:

[redacted] moved from USA to Colombia Prisma did paid our

international agent [redacted] please see

proof of payment attached. When container arrived we sent all documentation to

our international agents who started custom clearance. Our colleague Sergio

C[redacted] was in touch with client and agent. Shipment was delivered to client

beginning of October and deposit was returned to client. Security deposits in

Latin American countries as well as in some part of Africa are normal procedure

and are not related with payment to our agent. Please let us know if after

delivery is any other concern we need to address. Best, Jennifer Customer

Service Department

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:[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,

Business

Response:

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

Review: The are multiple issues: 1) A false date was provided for the arrival of the goods. False tracking information was provided for the goods, including an incorrect vessel and BOL. These dates were false as confirmed by the company on the other end of the shipment. 2) Customer service didn't respond to multiple email inquiries about the issue. 2) Once I spoke with someone from customer service (it was me making contact as they didn't reply), I was threatened with the company suing me for defamation. This was a email sent within 3 minutes of ending the call. The customer service rep didn't attempt to help me at all and it is clear they send this sort of email threat to many customers. The email was obviously not applicable as there was no possible defamation. I had emailed prior stating that my [redacted] based contact couldn't get in touch with anyone from the company; I also had asked for an explanation of why I was lied to about the dates. Prisma Cargo Solutions suggested this was the basis of their defamation case. I found the fact that I was lied to about the dates as well as the lack of customer service quite deplorable. I have email documentation that can be provided if necessary. Thanks, [redacted]Desired Settlement: Written apology and partial refund on the shipment costs. Because the shipment arrived so much later than promised, I was forced to repurchase some of the goods that were shipped.

Business

Response:

Our apology directed to you:

Thank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it's important for us to know.

We're sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we've notified the proper department of your complaint. Unfortunately there were some complication in the process of your move and we had to take the proper measurements to be sure that your items arrived to you safely and in order for us to do that we had some unexpected delays and your arrival time had differed and as far as any compensation that you feel that you are owed please contact our claims department to have an evaluation of this matter. The customer needs to contact our claims department at ###-###-#### to receive the forms and it needs to be filled out and send a letter of grievance explaining the overcharges complaint, we will then evaluate the claim and send the custo mer compensation if compensation is due. The customer simply can either fax the forms filled out to ###-###-#### or send the information via email to [redacted]. The Claims Adjusting Firm has their contact information on the forms; to make it easier for you to contact them directly. I can assure you they will take your claim seriously and offer compensation if compensation is due. .

Your patronage is important to us, and we hope that you'll continue to give us opportunities to serve you.

Thank you again for bringing these matters to our attention.

Sincerely,

Customer resolution specialist

Review: I hired Prisma Cargo Solutions to move my furniture from Durham, NC, to Mexico City. I paid for the service, which included packing in NC, loading into a container, ground and maritime transportation, customs, delivery and unpacking in Mexico City, and an insurance coverage. I our signed agreement, it is clear that Prisma uses subcontractors for all or part of this service, but it clearly states * Even if Prisma uses a subcontractor, We will continue to be responsible to You for the performance of the Services.*.

I was contacted by [redacted] ([redacted]), who would handle my move in Mexico. I paid them for port manouvers and other fees. They told me that their agreement with Prisma stated that Prisma had to pay them in full before they could release my furniture. When the time came, they told me that Prisma had not paid and that they would hold my belongings until Prisma paid their part. Both [redacted] and I have been trying to contact Prisma via email and phone without any type of response, and my belongings are being held by [redacted] in the meantime.

The ammount that is owed to [redacted] by Prisma is $2,000 according to what I have learned, and I demand that Prisma gives me a clear and prompt response, and pays what is owed in order for me to get my belongings back.Desired Settlement: Pay the $2,000 immediately to [redacted]

Contact me and give me a clear response

Business

Response:

Thank you for contacting our company, Please note that the container of [redacted] arrived, cleared customs in Mexico city and was delivered to his door on August [redacted]. It is very surprising to see this complaint after such a long time and since the container and the delivery to his Door has taken place. All parties involved are fully paid including [redacted] (the destination agent in Mexico). [redacted] is fully paid, otherwise they would not have delivered [redacted]’s container. See Attached confirmation of payment executed to [redacted], Mexico. At first, let me say that the shipment is full released from our side and it has being delivered to his residence. 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 his questions or concerns. We have done everything possible to smooth this process and we customized the Service based on clients needs and Budget. We have explicitly described our service and provided transparency on all costs. Our Sales Team was in communication with [redacted] since early June. While At Contract and Before Moving We communicated often with [redacted] in regards to his upcoming move. We described again the exact service and what he was supposed to expect during the packing/loading date and afterwards. [redacted] seemed to have understood the Service pretty well and he was happy with our company so far . We confirmed the date, time, address and we scheduled everything on his requested pickup date. After Loading and Shipping We kept [redacted] constantly updated, we sent him regular reminders, information and a Tracking link to trace his shipment and we kept him all the way informed until his shipment arrived in the Mexico city, Mexico. Attached- Proof pay payment to [redacted] Have a great weekend! Best regards, Alex

Consumer

Response:

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:

Review: I [redacted] witnessed and confirmed that my 2008 Dodge Ram Mega Cab Truck 1500 was in perfect condition before shipment. I paid Prisma Cargo Solutions, LLC of New York located at [redacted] to load my household goods and a truck in the Maersk container number [redacted] at my home address [redacted] on ** April, 2013. An inspection of the 2008 Ram Truck was done by Prisma Cargo Solutions before loading the truck in the container and it was in perfect condition as stated above. The container was transported from [redacted], Georgia to port of [redacted], South Carolina on April **, 2013. I received the container in [redacted] on * June, 2013 in the Customs office in [redacted]. The Customs agent informed me that they will not open the container until an agent from [redacted] Shipping Services Inc is present because the container is badly dented on the left side. An agent from [redacted], Customs, and I open the container and discovered that the 2008 Dodge Ram Truck 1500 was badly damaged on both sides and bumper. A detail descriptions of the damages are attached with two estimates from a two different repair shops. The estimated cost of $9,471.55 to repair and have my Dodge Ram Truck 1500 put back in the same condition before shipment.Desired Settlement: Repair my truck

Business

Response:

Good Afternoon,

This e-mail is in response to complaint number [redacted], submitted by [redacted].

First and foremost, allow me to offer our sincerest regrets for any inconvenience or distress that [redacted] may have experienced as a result of his truck being damaged. It is unfortunate to receive such news.

Please be advised that as per the attached copy of the agreement, the client opted to take the total-loss insurance, but this insurance does not cover damages to his vehicle that are related to damages sustained by the container the vehicle was shipped in.

Please advise if you have any additional questions or concerns.

Regards,

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:

This complaint was not resolve New York Revdex.com. Complaint # [redacted]. Additional information about the nature of this complaint. I was never given an insurance certificate to show that my Truck and Household goods were indeed insurer. The insurance company [redacted] has no record to show that [redacted] started the paper work. I was never able to get an insurance certificate. [redacted] then transferred the paper over to Prisma Cargo Solution Inc because they were in the process of merging. Prisma Solutions Inc send me a contract stating the 40,000 dollars total loso and 10,000 dollars free. Prisma Solution never was able to produce a insurance certificate for me to file for a claim. My household goods and truck was never insurer. Both [redacted] and Prisma Solution Inc are responsible to cover my damage truck.

I want my truck repair into it's original state before shipment and for them to show me a certificate of insurance.

Sincerely,

Business

Response:

Dear Revdex.com,

thanks for forwarding the email from [redacted].

[redacted] had a total loss insurance with us, please see signed agreement attached. Total loss means that [redacted] will be reimboursed only in case of the total loss of the truck. Damages to repair his truck are not included in our agreement. therefore we regret to say that the total loss insurnace will not be able to fix the damages nor cover damages, We are sorry for all the inconvinience, [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:

I was never given an insurance certificate to show that my Truck and Household goods were insurer. The insurance company [redacted] has no record to show that [redacted] submitted the paper work. I was never able to get an insurance certificate. [redacted] then transferred the paper over to Prisma Solution Inc because they were in the process of merging. Prisma Solutions Inc send me a contract stating the 40,000 dollars total lost and 10,000 dollars free. Prisma Solution never was able to produce a insurance certificate for me to file for a claim. My goods were never insurer. I did not sign a insurance paper with Prisma Solution Inc. Attached are the copy of my insurance policy that was transferred over to Prisma from [redacted] by [redacted].

The shipping company is not authorized by law to issue insurance. I might have signed the contract for my shipment but not for the insurance company. Both [redacted] and Prisma Solution Inc are responsible to cover my damage truck. By law shipping company are not authorized to insurer your goods. Where is my certificate of insurance. It shows my contract with Prisma but where is my insurance certificate or contract with Prisma.

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

Sincerely,

Review: I hired them to move my belongings from Hoboken to France. In an email, I have my New York based sales contact saying that it will cost one price and there would be no extra fees. I would be happy to send you the email exchanges.

Now suddenly there are several extra fees and they won't deliver my belongings until they are paid.Desired Settlement: They move my stuff as promised with no extra charges. They are already several weeks late.

Business

Response:

If you would ship your items to Paris it would be only $1695.00 However south of France is higher $1895.00 And locations like [redacted], close to Swiss borders or to the gulf of [redacted] are more expensive, even if we are talking about France. We ship to France on a regular basis and we know the rates of all our agents there. What you will not be billed at the beginning you will pay at the end if the company has no experience and quotes you based on Paris rates. In regards to the extras I will send you a separate email. Please let me know if I was able to answer your questions, Best, [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]

There are several other emails which I have forwarded you that the company didn't forward. The highlights: I ask what is the all in price and she lists the possible extras which are for stairs and custom duties. Neither of these apply.

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:

[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,

Business

Response:

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]

Review: Prisma cargo is not standing by their agreement.

They agreed that when they received a wire for money of $5185 plus wire fee of $25, they would immediately send a release letter releasing my goods and allow them to be loaded into a container from a subcontracted warehouse, refund me $3238+$85, and send me my vehicle title and documents.

The funds were verified with their bank, chase, that wire was received in their account and available for immediate withdrawal on friday, july [redacted]. I initiated a trace on the wire and have proof showing the availability of funds. On friday, prisma released my documents; however, they keep telling me the wire has not cleared and won't release my goods or refund the amount they owe me.

Both the subcontracted warehouse has asked for a release (twice) and myself numerous times without a response. Prisma won't answer my calls or emails.

They have my money and I want my goods. In addition, my goods must be out by the end of the month and the subcontractor doesn't have time next week to load the goods. They only have time today,tomorrow but I can't get my release from prisma in which they promised me.

I am asking that prisma uphold their agreement and release my goods today as well as refund the balance to me.Desired Settlement: Letter Releasing my household goods and motorcycle, today, july [redacted], and refund the balance owed to me of $3323($3238+$85).

Business

Response:

To whom it may concern,

This situation was fully resolved. Please see the attached receipt.

Please let me know if you have any other questions.

Thank you,

After reading the reviews on Prisma I guess I should be counted among the fortunate ones.

They do sound professional on the phone. They are somewhat responsive.

Packing my stuff in Cleveland was fairly good. Hard-working people came to do the job, treated the stuff with reasonable care.

Then, when the stuff arrive in Israel, they were basically useless. I was asked to pay over $1,500 above and beyond what we agreed.

I spoke with Alex, Brad and Juan. They all sounded reassuring. Alex would be the guy that would help me claim a refund (I'd say return) of my money.

I guess they laugh when I call and leave a message the way con financial brokers do when they receive calls from investors asking for their money.

Absolute silence.

I've heard horror stories about other companies, but at the end of the day, the least problematic seems to be KEF. I regret I didn't use them.

Go with your guts, at the end of the day you're in their hands because they have your stuff, and they know it. But avoid Prisma like the plague.

Review: I hired this company to ship my household items to my residence in Karachi Pakistan. They charged me extra to deliver my stuff to my residence in Karachi. door to door service. now the agent they hired is not reachable in his office on his cell phone my family had tried several attempts tp reach him but he is not reachable I had been trying to get in contact with him but failed he only answered some emails or calls but its been almost three weeks I don't know where he is or where is my stuff. I tried contacting this company but they very rudely asked me not to call them. I also t received an email not to contact them. I will contact them coz I gave my entire household items to them not to some unknown agent. its their duty to deliver my shipment to me to my residence in the condition it was given to them.

Please help me as I don't have enough funds to buy all my stuff again.

I have all the emails from them also I purchased the insurance from this company by paying extra.Desired Settlement: they are responsible for my shipment they picked up my items from here its their duty to deliver in the timely manner that they promised. they should deliver it in the same condition

Business

Response:

--

Review: We signed a service agreement with Prisma Cargo on April **, 2015 for our moving and shipment from NY to Paris.

We have paid the deposit and the pick-up was completed on June **, 2015.

We received an up-date on July **, 2015 saying that your shipment has left New York and was confirmed On-board.

We have paid the full amount of our balance on August **, 2015. At this time, we were expecting a delivery in Paris on August **, 2015.

The Prisma Cargo's local agent (in the Netherlands, but he was supposed to be in France...) requests form us two additional payments, that we made: "X-Ray examination" and "Demesurage (quai rent)".

Since August **, 2015, we haven't got any informations from Prisma Cargo, and the delivery has never arrived.Desired Settlement: It's a kind of emergency situation, as we currently live on the floor with our 3 children: no furniture (beds, table, desk, chair...), no extra clothes....

In our shipment, there are personal items very important to us.

We have paid for every thing and just ask for the delivery, as soon as possible.

Business

Response:

Dear Revdex.com,thank you very much for mediating between us and our client.there was a delay in delivey [redacted] and [redacted] shipment indeed. As client mentioned in his complaint part of it was that there was a custom inpection and custom hold causing demurrage costs in Europe. However as of today September [redacted] we received confirmation that the shipment was delivered. Sincerely, Jessica- Prisma Customer Service Department

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]

I want to mention that since august **, 2015, we received no update at all, whenever by phone or email, about our shipment. The day before the delivery (i.e. September **, 2015), a guy from Great Britain gave us a call to say that the delivery can be schedule for the day after. so more than 1 month after the last contact with someone from Prisma Cargo, and two week and a half after the scheduled date of delivery (august **, 2015)... it's not professional at all. I have paid for a full service, meaning a delivery with a appropriate team of persons (as a example, they were 4 persons for packing our things and furnitures in NY) + unpack all packages for inspection + reassembling furnitures + insurance service.The delivery person was alone, so we had to do it with him, even if we paid for that service. there were exactly 100 box and packages, and some of them were very heavy.The delivery person wasn't in charge of the unpacking process and refuse to reassemble our furnitures, so we had to do it by ourselves, even if we paid for that service.The delivery person left before the inspection of package was finished... and we found several things that were damaged, particularly in our wedding dishes and small art sculpture. We paid for an insurance and we sent an email to Prisma Cargo, but we never received the form to be filled for the insurance.At this time, we ask for a partial refund (a minimum of 30%) for the service that wasn't done, for the insurance we have paid for nothing, and for the delay because during about 3 weeks and a halt we had to sleep on the floor with our 3 children.It's a shame that Prisma Cargo doesn't recognize the lack of services and the lack of update, and all consequences due to the way they treat us; and it's a shame that Prisma Cargo just pretend every thing is clear now as the delivery finally occurred. we pay for a mission and that mission wasn't correctly and promptly assume by Prisma Cargo. For all those reasons, we wait for a partial refund.

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

Sincerely,

Business

Response:

According to our agent in Europe shipment has been delivered on September **. Client maintains that her kids helped with the unloading, while agent says that it was not the case. Also client wanted agent to open all boxes while this is not part of our agreement. We do reassemble furniture, but we do not open boxes with books, clothing and kitchen items, we only put them in the single rooms. Regarding charges from the port: X-Ray and Demurrages those are executed by custom authorities. While we understand client frustration in paying the additional charges we are powerless in avoiding those, since it is out of our hand. We are aware of the delays and are deeply sorry about all this, however for the custom charges we find that we are not responsible for it. Best, Jennifer H[redacted] on behalf of Pam R[redacted]

My moving experience from California to France is so bad that I have to write about.

First, about timing: Prisma mentioned a 5 to 6 weeks moving, end to end, but it took four months.

Second, communication: I have sent emails and/or placed phone calls from France about why I was waiting so long my stuff, or about the destruction beyond repair of one big piece of furniture that needs a replacement; they ignored, and keep ignoring 100% of them (no insurance procedure started yet after a month).

Another interesting communication example is about Prisma's agent in Netherlands (Prisma shipped my stuff to NL instead of France) asked me to contact Prisma in New York as they were unable to reach Prisma US. A week later, Prisma US did respond for once, but wrote their NL agent that they did not understand why asking for a green light since the NL agent had it already (I was copied on that email). Then, new black out from Prisma US for another week.

Third, costs: I got to pay an extra 30% for customs stuff, but nobody ever mentioned I would have to pay so much more. Prisma shipped my stuff to NL instead of France, I guess because that is less cost for them ... but more trouble and costs for me. Once, Prisma NL agent waited for Prisma's US answer two weeks, which led Prisma's NL agent to charge me with extra warehousing fees (130 euros) ... basically for what sounds to be the miscommunication between Prisma and its NL agent.

Fourth, quality of work: besides being very very late, I got my grand-father's writing cabinet torn off into two pieces, right in the middle. The NL movers and Prisma's NL agent wrote that they have delivered the three pallets in the state they had received them. This is to mean that the writing cabinet got destroyed during ... or even before being on board of the ship, which turns to be Prisma's US responsibility to deal with.

Prisma US keeps ignoring its NL agent's emails as well as mine :(

Review: We booked our container shipment thru them and they have been paid full amount and they have failed to pay shipping line and my shipment is household goods and it is stuck at destination port and Juan at prisma cargo down not respond or even answer phone call and my goods are being held despite us doing and following all the needs and now I am being charged for port holding charge .Desired Settlement: Pay the shipping line so my container is released .and reimburse for my port charge excess .

Business

Response:

Dear [redacted], Revdex.com agents,Thank you for this notice! We are a bit surprised to hear about this complaint, since [redacted] took his time to decide whether he wants to ship his container to the Port in India or upgrade into a Door-to-Door Service!! His container was in transit and he was still considering changing the routing. At the end he dropped the Door-to-Door service because he wanted to select a more "economic" service and avoid paying for the destination costs. When he finally decided to ship only the the Port of [redacted], India we had to do a last minute change in the Bill of Lading, in order for the shipment to be properly consigned and avoid any penalties or delays at destination. Bill of Lading was revised and sent to [redacted] more than 2 weeks ago!In regards to the payment claim!! I have attached proof of the payment and Wire confirmation from [redacted].... see attached please. Payment was executed and debited last week: January [redacted]. All agents, freight & ocean is fully paid and we have a confirmation of "Release" obtained from the Vessel Carrier. Important Timeline:Payment wired to Carrier/NVOCC: January [redacted] (See Attached)Container arrived in India: January [redacted]Carrier/NVOCC: confirmed receipt of payment & Release on January [redacted]. We do not agree with [redacted] claim and as described above, because [redacted] rejected our offer to ship Door-to-Door (he wished to handle the destination with his own people/agent in India- as per his emails to us), Prisma Cargo will not be responsible for any destination fees, port charges or possible delays occurred!I hope this is understood and [redacted] will drop his false accusations! Thank you for your consideration! Please do not hesitate to contact us if you have any questions or you need additional information for this shipment.Sincerely,Alex M[redacted]Prisma Cargo Solutions, LLC

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 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,

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:

This people at prisma cargo are absolute liers.they first signed contract and collected entire amount and failed to give shipper on time as per their response as they paid after ship reached on [redacted] and it was misdirected to wrong final destination and held us like a hostage and made us pay for transport charge .this was a scam and wrong advantage of someone by puting them in a bind .they are [redacted] and this was a fraud and I have full desire for legal action .mental stress on top of financial cheating is not pardonable

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 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]

Review: I agreed to have Prisma Cargo Solutions LLC handle my move to Germany. The day that the movers were coming I tried calling for two hours in the morning not knowing when they actually will show up. I finally reached someone around 10 am and I was told "they should be there soon". I have two children and also wanted to get a heads up when I can expect them to arrive, but there was no communication. I was than told that I will receive an email to pay the rest of the bill when it is packed into the container( I had packed my own boxes, there was very little the movers had to wrap, I didnt take any furniture) I had an agreement that 20 cubic feet are 40 moving boxes and 3 bicycles. The quote was $2000. When I received the end bill( which I had to keep calling about ) it was a total of $3700. So my quote increased to $1700! I did have about 8 more boxes over the 40 mid size boxes, but that can not justify $1700 more. I also provided with the downpayment all of required documents in May. In mid July, after the movers picked up my boxes, they required me to redo my documents since they were to dark. If they would of communicated to me, I could of given the movers copys. I was required to scan and email which at this point I didnt have since I just moved out! I was told once I paid it will be ready to be shipped. So I had to do so and I did. Today is Sept [redacted]. My moving day was in the first week of July. I just received a couple days ago that my shipment has left the port in NY. That is over two months already. I called and they explained that they like to ship to Rotterdam since customs are easier. Once again no communication. I packed winter clothing for my kids ect. I just received an email that I was selected to have my shipment to be x-rayd and it will cost me another 150 Euro. It will be three months before I actually have my personal belongings back. I am very upset to say the least. I am very patient, but this has been unprofessional from the very beginning.

Consumer

Response:

Hello,

Review: I was quoted a shipping price for 230 cubic feet of items. Knowing that the final cost is based on actual space usage and not the quoted space, I listed which items I wanted shipped no matter what the space/cost were and said that the rest of the items on my inventory can be left behind if including them would mean raising the quoted price. The movers came and packed up my things without stating anything about how much space they were taking up. I then received a bill that was 25% higher than I was quoted originally (an extra $500) because apparently the complete inventory list was 55 cubic feet larger than the company had estimated for me. Upon contacting the company to ask why everything was packed up and despite being so significantly above the quoted volume, I was told that this would not have been a problem if I had specifically listed the items that I was willing to leave behind (recall that I listed the items that HAD to be packed and said "everything else" can stay).

I feel like this company underestimated the volume of my shipment because they could tell that I was concerned about the final price. Then failed to disclose to me the actual volume of my goods until 8 days after the items were packed. Furthermore, to insist that this is my fault for stating what must go instead of stating what can stay is an unreasonable excuse on their part. Especially since at the time of the communication, I was not informed that my phrasing was not adequate.Desired Settlement: To reduce the cost of the extra space I was charged for.

Business

Response:

[redacted]

Good Afternoon,

This message is in response to the above specified complaint number.

In her complaint, the client indicated that she specified what items she absolutely had to ship, and also states that she said that everything else could be left behind. This is partially true. While the client did specify what items absolutely had to be shipped, she never stated that the rest of the items should be left behind. It would stand to reason that the more items shipped, the higher the cost, but it is the client’s responsibility to notify us if there are items that are not to be packed and shipped, as any sort of special instructions such as these would need to be confirmed with the client, and conveyed to the movers handling the pickup. The client did not do so. Had the client done so, we would have confirmed this information with her prior to the pickup of her items, and advised the movers who were doing the pickup accordingly, as previously stated.

In addition, the client’s mother was present during the pickup, and could have called us if she had any questions or concerns about why the movers were taking all of the items, if she had knowledge that the client did not want all of her items picked up. We received no such phone call, from either the client’s mother, or from the movers.

Also, the client was advised of the increase in volume as soon as we received the inventory list from the movers (I had been in constant contact with the client’s mother; in a phone conversation, she requested a copy of this list, and I sent it as soon as I received it) and were ready to send an invoice to her. It is Prisma company protocol to invoice clients within 5-10 business days of the pickup of their items.

Please see the e-mail below from the client to the salesperson, [redacted]. The client clearly states that she is “willing” to bring less items if it will make a difference in the price. However, nowhere in this e-mail does she state that all other items except for the ones she specifies as ’ non-negotiable’ should be left behind, nor did we receive any subsequent communications from her indicating that she wanted all other items except her ‘non-negotiables’ left behind.

See below. I am willing to bring less than what I indicated on the form if it means a big difference in the price. My only non-negotiable items are the couch, queen storage bed, queen mattress/boxspring, and the two large mirrors.

Thank you,

-Furthermore, I would like to point out that in her complaint, the customer listed me as the sales person of record, when I am not. As per below, my job title is Customer Service Specialist. My job function is to answer customer inquiries and to resolve issues based on the information I am given. I am not a Prisma sales person. The client is aware of the name of her sales person. As per the counsel of company management, I reached out to the client and asked her to please revise this portion of her complaint, since listing me as the sales person is false information. I mention it here so it can be on record, in case the client cannot, or is unwilling to make such a revision.-

Thank you,

Business

Response:

[redacted]

Good Afternoon,

This message is in response to the above specified complaint number.

In her complaint, the client indicated that she specified what items she absolutely had to ship, and also states that she said that everything else could be left behind. This is partially true. While the client did specify what items absolutely had to be shipped, she never stated that the rest of the items should be left behind. It would stand to reason that the more items shipped, the higher the cost, but it is the client’s responsibility to notify us if there are items that are not to be packed and shipped, as any sort of special instructions such as these would need to be confirmed with the client, and conveyed to the movers handling the pickup. The client did not do so. Had the client done so, we would have confirmed this information with her prior to the pickup of her items, and advised the movers who were doing the pickup accordingly, as previously stated.

In addition, the client’s mother was present during the pickup, and could have called us if she had any questions or concerns about why the movers were taking all of the items, if she had knowledge that the client did not want all of her items picked up. We received no such phone call, from either the client’s mother, or from the movers.

Also, the client was advised of the increase in volume as soon as we received the inventory list from the movers (I had been in constant contact with the client’s mother; in a phone conversation, she requested a copy of this list, and I sent it as soon as I received it) and were ready to send an invoice to her. It is Prisma company protocol to invoice clients within 5-10 business days of the pickup of their items.

Please see the e-mail below from the client to the salesperson, [redacted]. The client clearly states that she is “willing” to bring less items if it will make a difference in the price. However, nowhere in this e-mail does she state that all other items except for the ones she specifies as ’ non-negotiable’ should be left behind, nor did we receive any subsequent communications from her indicating that she wanted all other items except her ‘non-negotiables’ left behind.

See below. I am willing to bring less than what I indicated on the form if it means a big difference in the price. My only non-negotiable items are the couch, queen storage bed, queen mattress/boxspring, and the two large mirrors.

Thank you,

-Furthermore, I would like to point out that in her complaint, the customer listed me as the sales person of record, when I am not. As per below, my job title is Customer Service Specialist. My job function is to answer customer inquiries and to resolve issues based on the information I am given. I am not a Prisma sales person. The client is aware of the name of her sales person. As per the counsel of company management, I reached out to the client and asked her to please revise this portion of her complaint, since listing me as the sales person is false information. I mention it here so it can be on record, in case the client cannot, or is unwilling to make such a revision.-

Thank you,

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:

[redacted] repeats that I never specifically stated that I wanted certain items left behind. I don't know how many more times I have to repeat this- I never stated that I wanted certain items left behind because I did not want any items left behind. My issue with this company is NOT that they moved items that I wanted left behind. They DID NOT move items that I wanted left behind. My issue is their gross underestimation of the shipment volume. [redacted] attributes this volume discrepancy to my underestimation of how much I believe I was shipping. I was not the one estimating the volume. I listed what ITEMS should be picked up. The company picked all items I estimated and ONLY those items. NO ADDITIONAL items that were not on my inventory were added to the shipment at the last minute. Therefore, the volume underestimation is NOT due to me underestimating how many items I want shipped, but instead due to the company underestimating how much volume my items would take up. Note, my items were relatively standard furniture items, therefore there should have been no reason for this large discrepancy in the volume I was quoted and thew volume that was picked up.

In regards to the late fee, I was sent a bill after 12pm on the SAME day that the bill was due. The bill was not allowed to be paid by credit card; I was required to either mail a check or perform a money transfer. Since I was unable to use a credit card, it was very unreasonable of Prisma Cargo Solutions to give me only 5 hours until the close of that business day to go to a bank and wire the money. Furthermore, the option to pay by check was given to me, yet I was charged a late fee in just 5 business days- less than the time it would take for a check to be delivered by international mail. Furthermore, I was charged a 2 week storage fee at the same time the late fee was applied, yet it had been much less than 2 weeks from my original bill. In addition, neither the original bill, not any paperwork that I was mailed mentioned a 2 week storage fee, only a 5% monthly late fee. Therefore, it seems that this storage fee was applied without prior warning.

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:

[redacted] repeats that I never specifically stated that I wanted certain items left behind. I don't know how many more times I have to repeat this- I never stated that I wanted certain items left behind because I did not want any items left behind. My issue with this company is NOT that they moved items that I wanted left behind. They DID NOT move items that I wanted left behind. My issue is their gross underestimation of the shipment volume. [redacted] attributes this volume discrepancy to my underestimation of how much I believe I was shipping. I was not the one estimating the volume. I listed what ITEMS should be picked up. The company picked all items I estimated and ONLY those items. NO ADDITIONAL items that were not on my inventory were added to the shipment at the last minute. Therefore, the volume underestimation is NOT due to me underestimating how many items I want shipped, but instead due to the company underestimating how much volume my items would take up. Note, my items were relatively standard furniture items, therefore there should have been no reason for this large discrepancy in the volume I was quoted and thew volume that was picked up.

In regards to the late fee, I was sent a bill after 12pm on the SAME day that the bill was due. The bill was not allowed to be paid by credit card; I was required to either mail a check or perform a money transfer. Since I was unable to use a credit card, it was very unreasonable of Prisma Cargo Solutions to give me only 5 hours until the close of that business day to go to a bank and wire the money. Furthermore, the option to pay by check was given to me, yet I was charged a late fee in just 5 business days- less than the time it would take for a check to be delivered by international mail. Furthermore, I was charged a 2 week storage fee at the same time the late fee was applied, yet it had been much less than 2 weeks from my original bill. In addition, neither the original bill, not any paperwork that I was mailed mentioned a 2 week storage fee, only a 5% monthly late fee. Therefore, it seems that this storage fee was applied without prior warning.

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

Sincerely,

Business

Response:

Review: We entered a Service Agreement with Prisma Cargo Solutions (PCS) on July **, 2013 to ship our belongings from New York City to Nairobi, Kenya. The contract was contingent on PCS being available to move our belongings on July [redacted], 2013. They agreed to move our belongings from our residence in New York City on July [redacted], 2013 and provided us with an 8-9 week Estimated Time of Arrival for our belongings to reach Nairobi, Kenya, as indicated in the services agreement.

While we had sourced estimates from several other moving companies, some of whom provided cheaper estimates to ship our belongings, we decided to move ahead with PCS because [redacted], their sales representative, ensured us that their shipments normally arrive weeks prior to the estimated date and that the 8-9 week estimate factored in time for delays. On time delivery was absolutely crucial, as we are expecting a baby in November and our entire baby furnishings are packed within the shipment.

Our belongings were picked up by PCS on July [redacted], 2013, as requested. We paid our bill in full, by August **, 2013, one week prior to the due date.

We received an email notice on August **, 2013 from [redacted] at PCS that our belongings had cleared customs and departed the US port in New Jersey on August **, on the Maersk Line. While we were surprised that our belongings had not left the United States 3 weeks after the pick-up date, we were pleased to hear that it would arrive at the Kenyan Port by September [redacted] and arrive at our home at the latest by September [redacted] (making the original 8-9 week delivery estimate). We were provided with tracking information for our shipment, which we were able to track online. I checked the tracking information every week to ensure that everything was on track and the information did not change.

On September [redacted], one week prior to the time the shipment was to arrive at the port, I received an email from [redacted], informing us that there was an ‘unforeseen delay’ that affected our shipping vessel. We were given a new tracking number and [redacted] informed us that our shipment left the port that day (Sept [redacted]). The new time of arrival (to the Kenyan port) was November *, 2013 (with delivery of our belongings to occur by November [redacted]). When I further inquired about the specific details of the ‘unforeseen delay’ and how our belongings ended up on a different vessel, [redacted] informed us (on Sept [redacted]) that our shipment had been on the Maersk Line, but had to be transferred to a different vessel because of equipment problems on the Maersk Line (the original vessel) and that they loaded it onto the next vessel (NYK Argus) that they could.

Since the Maersk Line tracking information still indicated an ETA of September [redacted], I contacted them on September 8, to inquire further. I was told by the Maersk Line representative (for which I have a copy of our conversation) that while there were only minor mechanical issues on the Maersk Line, the shipment was only delayed by a few hours and would still arrive at the port by September [redacted]. I further inquired about the container number (which was provided by PCS) and they reassured me that the container that was carrying my shipment was still on that vessel.

I forwarded this information to [redacted] on September [redacted] in an email, asking for clarification on which vessel our belongings were on and to provide an explanation of the conflicting information I was receiving. I did not hear back from [redacted] or anyone else at PCS (I copied their operations team to the email). I followed up with them on September [redacted] and again on September [redacted] and did not receive a response.

We are very concerned that PCS is not aware of the location of our belongings and are concerned by their lack of response to our request for information. All of our belongings are on that shipment and were supposed to arrive by end of September at the latest. We are expecting our first child on November [redacted], which means that even if our belongings are on the second vessel, they will not arrive at our home before our baby arrives. This means that we will need to repurchase items that are on the shipment in order to be prepared for the arrival of our baby (everything for the baby is on the shipment, among many other necessities).

We are requesting the following actions:

1. Prisma Cargo Solutions provide us with clarity on where our belongings are: are they still on the Maersk Line? Were they transferred to the NYK Argus?

2. If they were transferred to the NYK Argus, Prisma Cargo Solutions needs to reimburse us for the additional expenses that we will incur to purchase items that were on the shipment and we need for the arrival of our baby.Desired Settlement: We are requesting the following actions:

1. Prisma Cargo Solutions provide us with clarity on where our belongings are: are they still on the Maersk Line? Were they transferred to the NYK Argus?

2. If they were transferred to the NYK Argus, Prisma Cargo Solutions needs to reimburse us for the additional expenses that we will incur to purchase items that were on the shipment and we need for the arrival of our baby.

Business

Response:

Unfortunately delays do happen when relocating items oversea and not in most cases but in this case it did, we are in the process of transporting the items safely to the customer and will arrive at the time stated to the customer and as far as any additional claims compensation then the customer will need to go thru our claims department once belongings are delivered.

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:

Dear

[redacted],

Thank

you for your response. In regards to the

$125 long carry charges, we were not only charged at the ORIGIN, as you

indicated, but we were also charged $125 at the DESTINATION. I spoke to [redacted] about these charges

and they claimed that they did not receive any payment from Prisma Cargo

Solutions. Given that we paid PCS for these charges, we expect a reimbursement

from PCS.

Below

is an outline of the charges as per Prisma Cargo Solutions Service Agreement,

signed 7/**/13. You should carefully look

at that Service Agreement (Ref# [redacted]).

I’ve outlined the charges below and have attached the service agreement to this message.

Total Estimate $2945.00

The

price includes:

Full

Service door to door

$2600.00

based on 200 cubic feet, full service door to door

Arrival

on the scheduled day with a professional crew

Simple

disassembling of furniture if required

$125.00 Long carry

charge at origin

Loading

goods into truck

Fuel

surcharge

Warehouse

handling

Consolidation

prior shipping

Wooden

crate lift van

Custom

clearance at origin and destination

Port

handling at the origin

Ocean

freight

Agent

charges

Delivery

to residence at destination

$125.00 Long carry

charge at destination

Set

up of boxes and furniture in new home

Removal

of debris

In

regards to Prisma Cargo Solutions lack of professionalism when the shipment was

delayed, I received the information below from [redacted] on September [redacted],

2013. As you can see, she informed me

that our shipment changed vessels:

Review: I hired Prisma Cargo Solutions to move my household goods from Illinois,USA to Germany. They were returned all my phone calls and were easy to contact until I paid my down payment for the shipment. After I paid the $900 down payment, it was near impossible to contact them and they stopped contacting me. I called for 3 weeks and sent numerous emails and got no response. One day, I called and called, but nobody answered. After the [redacted] time calling with no answer, I called through [redacted] and the worker Pam answered directly and as soon as I said my name, she hung up. I called back with my phone and she refused to answer the phone. My goods arrived in Europe on December [redacted], and I called and called again to see when it would be delivered, and nobody would answer. It wasn't until December [redacted], that they finally answered the phone again and Pam told me that she would send me an email, and of course she never did. I'm having to track down the European shipping company and set up everything myself. I am receiving no help whatsoever from Primsa Cargo Solutions. They just keep telling me that they are so busy and can't contact me in a timely manor. This is not good business. They are lazy, and have horrible customer service. They also quoted me $2,400 for my shipment and it ended up being $3.300. They claimed that there was more than I said, which I measured everything before the shipment and I was right under 200 sqft, but they said I was at 260 sqft. I had to pay or they would hold my goods ransom and charge me for storage. This has been a nightmare of an experience and I'm still waiting for my goods to be delivered a month after they got to Europe.Desired Settlement: I would like to have part of my payment refunded for the trouble I have had to go through and given the fact that I have had to do all the contacting here in Europe without any help from Prisma Cargo Solutions, they should have to refund me. Also, I would like them to explain thoroughly how they arrived at the measurement of 260 sqft.

Business

Response:

[redacted] has been delivered on January[redacted]. Please be advised that besides the fact that shipment was delayed there were no damages and client was satisfied with our counterpart in Germany as well he left us good reviews at the pickup, Best, Pam

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:

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,

Business

Response:

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

Consumer

Response:

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,

Review: I hired Prisma Cargo Solutions LLC to move from Durham to Mexico City, all my furniture. However Prisma hire a subcontractor in Mexico to handle the moving and handling at Veracruz port, Mexico. This sub-contractor Auto transportes Internacionales ([redacted]) didn´t got paid. Its been 6 weeks since my container was deliver and [redacted] hasn't been paid.

So in order to get my container I needed to deposit $1,000 usd as insurance. Money that has not been reimburse due to the lack of payment from Prisma to [redacted].Desired Settlement: So I want Prisma to pay [redacted] and send me a copy of the transaction, so I can actually collect my $1000 usd deposit.

Business

Response:

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

Review: I have been dealing with Prisma Cargo since Nov 2013 to ship my 400 cubic feet to okinawa japan where I am stationed with the united states military. I first encountered issues when it came to Prisma Cargo setting up a company to come to my house to load my items in a truck and take them to New York. ( I packed all my boxes and things myself, no work on Prisma Cargos end). The day the company was suppose to come out, two hours late. I called Prisma Cargo and found out they had changed companies in less then 24 hours of contacting me to tell me a setup time. The reason this was an issue, I had waited around, I had already talked to the moving company to find out, how they were going to pack my items on their truck. To be notified it was another company and that the time had changed. I called and spoke to [redacted], he couldn't tell me the company name or telephone number. the company set this up, and I'm asking for the information and you cant tell me this. They came 4 hours late. The movers told me I had 200 cubic ft of things. They measured and I signed the contract and the moving company signed the contract before they left that said 200 cubic ft. I then move to Japan and had no contact with Prisma Cargo for weeks. I get an email regarding my shipment and they tell me it will be 8000 dollars. That is double the price I was quoted and some. They told me in one email my cubic ft was more then 200 cubic ft, it was 400 cubic ft. I get another email a couple hours later saying oh my cubic feet is 354 cubic ft. Which was is it? Then I am upset because the movers and I both signed the contract that left at 200 cubic ft. Now we had the issue of discrepancies of price and cubic ft. My emails would go unanswered or I would email them over and over the same questions and still none of them would be answered. The common issue was [redacted]. He proceeded to be unprofessional in his email, he never used proper etiquette in emailing. I would get emails with all capital letters, pointing fingers at me, and what I had done wrong, telling me I was a liar and [redacted]ing me. I would email back that it was unprofessional, and instead of having childish behavior, why not answer my questions or help come up with a solution. It would be four to five emails I would write over and over the same questions and they never were answered. This caused serious anxiety and stress. These are my family belongings from passed family members who are now deceased and that cant be replaced, those are also items from some of my friends who died in combat that I cant replace either. I would try to reach out to others in the company to help me with the issues and explain that this was going on with [redacted]. They basically told me they couldn't help. I finally sucked it up and instead of paying 3000, I paid roughly 6400. Since I just wanted my things at this point. I didnt want to deal with this company any longer. During this entire time I am still having the unprofessional emails from [redacted]. I finally had to take action myself. I was told to email [redacted] and tell me not to email me any longer. It was seeing a doctor for stress and anxiety because of this issue. What he was doing was very unprofessional, rude, childish behavior and that he was unhelpful to answer any of my questions, not doing his job. To tell some Good Luck with your things. You don't tell someone that when they are asking about their belongings. I am a customer/client of Prisma Cargo, the company should want to help in anyway they can to make sure the customer is satisfied. If an employee is doing this behavior they should correct it. They let it go on. At the point I prayed my things would come to japan. I emailed [redacted] and told him he could no longer email me and that someone else would have to relay the information to me, I also had copied others in the company to make them aware again of the situation. That if [redacted] did email me after the fact of me telling him to no longer email me, that it would be considered harassment. [redacted] continued to email me and disregard my wants. [redacted] chose what he wanted to do. I then get a shipment date and information. I follow up with that and find out when I input that data, my final destination is Singapore. That is not Japan, so I emailed again Prisma Cargo. Surprised again, [redacted] handles the email and tells me I have a tracking number and that is what I use. This was getting ridiculous, so I called the shipping company. Straight from them they told me they were paid to take my things to Singapore and that is it. Now I am worried and stressed more, my shipment is left in Singapore and I have no tracking information, ship information, nor did Prisma Cargo tell me that there would be a change of ships or not. I then again emailed Prisma Cargo about this and letting them know I talked to the company and they had told me they were only paid to drop it off in Singapore. [redacted] then responded back, knowing he could not talk to me, was told to leave me alone. That Good Luck with my relocation and my shipment. That there was no need for him to answer my questions since I had called the other company. I have been in Japan Since Nov, and Prisma Cargo has known this. To again have to deal with this headache and childish/unprofessional behavior. I then wrote back and copied others in the company to become aware of how their employee treats their customers. That I had to again email the 4th time that I wanted answers regarding my shipment. Where is the rest of the tracking information when it gets unloaded in Singapore, What ship and company will that be with, the phone number. I then again state [redacted] again responded to my email and that someone else should of handled it, and that I would like answers to them and If someone would email me back or call me regarding this matter. I then get an email from a Tom a [redacted] who works for the company, saying my wife is a lesbian, states her name and personal and private information (which anyone can hack an email, and steal identities), he violated protecting privacy of personal information. He stated many offensive things in the email to falsified information and incorrect information. Never once did Tom the [redacted] take the time to answer my questions in the previous emails about my shipment. I am the ONLY ONE concerned about my shipment, not Prisma Cargo. If they truly care about their customers and shipment, my questions would of been answered in the first email, not the fourth email or go unanswered at this point.Desired Settlement: Since November I have nothing but issues with Prisma Cargo. I agreed to pay more to get my things shipped since at that point I was so tired of not having my things here and not having a solution to the professionalism [redacted] had shown. Since I have paid almost 5 weeks ago, this has been more issues and headaches. I am service member. I have served my country and still do. I can not believe this is how I am treated knowing I am moving my things strictly because I was being stationed in Japan. I would want Prisma Cargo to credit me money back. The lack of customer service, no one would step up and handle it knowing the issues involving [redacted]. Then I get an email from Tom the [redacted] regarding my wife that calls her names, has personal and private information that should not of been in an email since that violates personal ethic and privacy act. Anyone can hack and email, and steal and Identity. Prisma Cargo disregard that and still sent those in an email. I then again have unanswered questions where my shipment will be done once it gets to Singapore. How can a company treat a service member like this and attack my family. With the constant headaches, and poor customer service, to the over 30 emails showing everything. They let their employee do this with fully knowing what was going on. I deserve to be reimbursed something.

Business

Response:

Since the commencement of the shipment [redacted] has been calling the office 3 times a day. She would ask for information and we would provide it to her. We sent her over 30 different emails updating her with her shipment (please let us know if you want copies of it). However the next day she would call again. She was anxious of knowing where her stuff is. We would explain again, we would send her an updating email and next day she would call again.

Prisma collected her belongings in a timely manner and shipped her stuff to Japan. The boat made a stop in Singapore and we advised her. After she heard of Singapore she started to have anxiety and stress issues, calling frequently and telling us that we had lied to her and that we were sending her stuff to the wrong country. We repeatedly told her that Singapore was only a stop and that we were sending her stuff to Japan indeed: she would not listen (please see complaint below).

[redacted] also tried to ship her stuff for free. Upon signing the agreement she told us she would send only few things, instead she added twice as much. We advised her about the rate increase, but she did not want to pay and insisted that we had to ship her stuff no matter what the volume and started to harass the entire team.

Her shipment is due to arrive March [redacted] and we look forward to a successful delivery. Our counterpart in Japan is already complaining about her several calls about: where is my shipment???

Her shipment is on the water and no matter how many times she will call between now and March [redacted], nothing will change in regards to it.

We wish [redacted] 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:

Prisma Cargo should follow Revdex.com guidelines and protcol where your not allowed to use someone's complete name. Again this is breach of privacy when they are not authorized to use my full name in discuss any matter. As a business they should be more professional and follow guidelines. Prisma Cargo has not answered any of my questions regarding my shipment. Which is MY ONLY CONCERN. Prisma Cargo wants to make up lies about my wife being a [redacted], and that she has mental issues and seeing a doctor. Obviously again Prisma Cargo doesnt want to own up to not having the information and act like a professional company when a client ask for information regarding their shipment. We paid them 6400.00 and they want to make lies of my wife. They have talked to the both of us over the phone. Again with the petty things Prisma Cargo would like to come up with, there have been no phone calls since the beginning of January 2014. Never in their response back to Revdex.com has it been made clear or relevant to my shipment other then nonsense. My shipment left New York with a company to Singapore, that I did receive a tracking number for. My shipment is only going to Singapore with the information Prisma Cargo gave me. I contacted the company myself in asking questions about my shipment on their ship. They again verified with me that my things would be dropped off in Singapore. They were only paid to that point and that I would need to contact Prisma Cargo for another company and another tracking number, since my things need to be delivered to Okinawa, Japan, not to just Singapore. I have constantly asked this over 5 times in the last month and I have gotten Good Luck, when I am their customer. Never once have they given me that information. I wanted another tracking number since that one is not going to japan and the company who is going to be handling it and again nothing from them. The company is very upset because I have consulted and have legal representation against them and I made that clear to them. Then they come back with my wife is a [redacted] on no grounds. I dont see that being a business matter nor how you treat your customer or client. Someones [redacted] and issues are their personal and private. Not for a company to [redacted] someone. My wife dealt with all men when calling, and when I called ([redacted]) which Prisma Cargo did speak to me 4 times over the phone. I talked to [redacted] in accounting 2 times and I also spoke to [redacted] 2 times as well regarding our shipment. Again Prisma Cargo wants to throw naming calling, and make false accusations instead of dealing with the issue. They have not once done their job. This clearly shows what a company they are by not addressing concerns of their customer. We have not even contacted the one person in japan about our shipment. There has been no point in doing so. I have over 100 plus emails from prisma cargo printed out and handed to legal counsel and shows their behavior from June 2013 to February 2014 which has been poor service. Their one employee was told many times to stop contacting my wife and that someone else would need to contact us, and there was four people in the company who were copied on the matter and he continued to do so by harassing my wife. I am not going to even go into more of their response because again its just nonsense that doesnt pertain to the matter.

Prisma Cargo needs to compensate myself for the poor quality of customer service they have shown and continue to give them, To their behavior and outlandish claims about my wife, that are untrue. I was quoted to pay 3,000 and I ended up paying 6,400 dollars. This is ridiculous that a company can act like this to their clients and behavior when anyone would want to know the correct information about their things being shipped. I also think that due to the constant misleading information that prisma cargo had told me about my shipment to the dates of being 6 to 8 weeks. It will be 6 to 8 weeks once it arrives in singapore, not japan. This again shows poor quality of customer service. They need to compensate my wife and I something due to the many issues Prisma Cargo has created due to information given. We were told in an email the shipment had been shipped at one point by [redacted], and in reality it was not shipped at all. [redacted] told us in an email our cubic ft 454.09 and then sent an email back 5 mins later saying 404.3 cubic ft. They never give the correct information or it comes out after they have told the wrong information. The sq foot was an issue because the moving company had come and measure and stacked everything and we were at 200 cubic ft. The contract with the movers was signed by my wife and the movers at 200 cubic ft. Again that was another issue we encountered with Prisma Cargo. In the end we were tired of the company never answering our questions and always pointing the finger back to my wife like they are doing now with comments about mental issues, her [redacted] is. The information Prisma Cargo keeps saying is defamation of character.

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:

Prisma cargo still has not answered any of the questions and wants to disregard them. My things have not arrived in japan and it is March **,2014. Prisma cargo's date of delivery to my house was March [redacted]. Not only is that information wrong and the statement they wrote wrong. I am wanting to know what ship/vessel it is on from Singapore to mainland japan? I want to know when it will leave Singapore? I want to know the ship and vessel number since the ones I have are no longer valid, since that company is no longer transporting the shipment? I want to know why I haven't I gotten a call back from March [redacted] when I called and my email that I sent March [redacted]? I also haven't received any reimbursement since it's now been more the. 6 to & weeks that I was promised. Prisma cargo is not doing their job. I want answers.

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

Sincerely,

Business

Response:

Dear [redacted],

we are happy to announce you and our client that personal belongings were successfully delivered on time in Japan.

Statements from client that we sent the items to Singapore, that we did not provide information, that we did not pay agent are false.

Client is liable for difamation,

This company is a fraud They talked the day of my moving service would not come to tell me that they have not given me my money and I spent a week they are disgusting company

Review: My wife hired Prisma to transport our belongings as we moved from the states to Switzerland in January. We signed a contract on February * for delivery in 6-9 weeks. It has now been almost 19 weeks from February [redacted] and our shipment has yet to arrive. We were e-mailed at one point delivery details via a tracking number for the [redacted] of May, but our shipment arrived in the U.K. barely on May [redacted]. Since then I have been in touch with the delivery agent Prisma has hired in the UK. They were finally able to give me a tentative delivery date of June [redacted], however we received an e-mail from them last week saying that delivery was not going to be possible as they had to place a hold on all deliveries belonging to Prisma since they had yet to be paid for their services. We forwarded the e-mail to Prisma last week with the request they resolve immediately, but up until today, 6 days later, we have not received a response. Unfortunately for us they only do deliveries to Switzerland apparently every 2 weeks so we missed the last window we had before we leave back to the states next week for a month. It has been a disappointing process to say the least as we have had to purchase and acquire various items/goods over the past couple of months as we were counting on the delivery arriving at the latest middle of May (14 weeks after signing Feb. [redacted]).Desired Settlement: I work in the customer service industry and I understand that delays happen and things aren't always 100% in your control, but for a service to take twice as long as originally implied is just not good service or business. Normally in a situation like this you would pay 50% as it has taken twice as long, but the reality was we had to pay in full, $3,000 per the contract requirements, before delivery could be made. I would request that Prisma has our shipment delivered to us by July [redacted], and in lieu of any refund I would like that they take care of any expenses for rush delivery to Switzerland. I think that is being more than generous and fair.

Business

Response:

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]

Review: I hired Prisma to handle my move from New York to Singapore. They failed to contact their business partner in Singapore to tell them to expect my shipment, resulting in S$130 in rush charges, billed to me. They have failed to pay their business partner in Singapore, resulting in my goods being held hostage to this day. I have tried to reach Prisma to resolve this issue, but several days have passed and I have received no response. My shipment arrived in Singapore a week ago. Due to this backing and forthing with their agent in Singapore and radio silence from Prisma, I have yet to receive them.

In addition, Prisma failed to provide tracking information in a timely manner, a service they had promised. I had to email and call them 5 or 6 times before there was finally a response. They also told me port fees, not included in our agreement, would amount only to $200-300. Instead they are $500.Desired Settlement: I expect, at minimum, Prisma to cover the rush fees. Needless to say, I would appreciate it if they would pay their business partner ASAP so that their business partner will finally deliver my shipment.

Business

Response:

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]

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]

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]