Prisma Cargo Solutions

Review: We furnished a detailed list of our articles for removal to France including volume, nature of articles. A Service Agreement was signed for a removal of 140 cubic feet of boxed items priced at 2795$. Last year we had 240 cubic feet moved by them for 2740$. Our items (boxes, trunks, and 3 or 4 small non boxed items) were picked up on December [redacted] in LA at the Public Storage by a Prisma Cargo sub-contractor who said everything was ok and the extra 14 cubic feet of items was not a problem since we were still way under the volume for minimum charge. Ten days later we received a notice from the accounting services listing 54 items to move instead of 53 as on the inventory at pick up time and saying there was an extra volume of 166 cubic feet. They are now asking us to pay 5122$ in total because of this un-explainable extra volume. They are also charging "port congestion fees" which are not mentioned on the service agreement and we don't even know what it is.Desired Settlement: The extra volume invoked is a mistake and should be corrected. Since practically all items are boxes and trunks the final packaged volume after "pallettization" can't be more than 10-20% of what we calculated from the individual items volume.

If there are extra items and such a huge extra volume then a mistake has been made and foreign items have been added to our shipment. This must be sorted out.

We want to move our stuff only and pay an acceptable amount based on the initial offer of Prisma Cargo.

It is un-acceptable to have paid 2740$ last year for 240 cubic feet and now be billed 5122$ for under 200 cubic feet, when Prisma Cargo's offer for 140 cubic feet this year is 2765$ in the service agreement.

Business

Response:

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

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 is totally wrong!!After 6 weeks of multiple faxes, emails we have slowly advanced in solving the problem. The shipment was photographed by the Prisma CS sub-contractor at the wharehouse in an attempt to invalidate our dispute, but these photos show the real problem :there are 69 items in the shipment they claim to be ours but the inventory at pick-up in presence of my wife and countersigned by the drive and my wife lists only 53. There are thus 16 items that are not ours in this shipment shown to be on 3 pallets. Who do the 16 extra items belong to ? Someone else out there has lost their shipment, and what is this shipment : since it is not inventoried the nature or destination of these items is unknown. What we have said since the beginning is all true : THERE IS A SERIOUS PROBLEM HERE !This is all due to poor management and un-standard practices. 1/ Prisma CS should have had this number (53) up front on there shipping details and seen the problem from the beginning. 2/ Prisma CS should have estimated the volume picked up in the presence of my wife on Dec [redacted]. The truck driver can easily do this by checking how much of his hold is taken up by the cargo, or by using a hand held volume scanner. 3/ My wife during the pick up by the driver had to re-stick the ID tags (blue tape) on boxes since these were poorly afixed, probably because the driver was in a hurry to go to another pick up site.4/Prisma CS is un-available by phone, and correspondence is answered at the rate of about once a week. 5/Prisma uses mutiple sub-contractors and these use others themselves making the whole process quite opaque, poorly manageable, and difficult to standardize.Yours, [redacted] and [redacted]

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

Sincerely,

Business

Response:

Thank you for the opportunity to answer once again client's concerns and complaint!Let me start by saying that the husband of [redacted], namely [redacted] has accepted our proposal, has agreed that Prisma is of "No default" and has accepted to proceed with the shipment to France. Cargo was initially placed on Hold after client's request "Not to ship" the cargo until the dispute is solved! [redacted] ANN Burroughs sent also a Wire transfer for their full balance that reached our accounts on February [redacted], 2016, thus resolving the situation.We have been in constant communication with client and his representative ([redacted]) since early December 2015 trying to assist client with his claim and volume dispute.Let me answer some of the key points as summarized below. I have copied from clients complaint 1...5 1/ Prisma CS should have had this number (53) up front on there shipping details and seen the problem from the beginning.We have created an Inventory of 53 items which stands as the actual one. This was created at the day of the Pickup. INVENTORY ATTACHED TO THIS ANSWER. THERE ARE NO ADDITIONAL 16 ITEMS. Client claims that we added 16 pieces to his shipment in order to raise the volume. The answer has been submitted to client. We LABELED the Skids/Pallets of the shipment as follows: 1st Pallet out of 3, 2nd Pallet out of 3, [redacted] Pallet out of 3.Client assumes the following: 1st Pallet out of 3, 2nd Pallet out of 3, [redacted] Pallet out of 3 --> he trasnlated as 13 +23 +33 = add them to 69, therefore concludes that we have added 16 items more!!!! That's totally Wrong!!!! 2/ Prisma CS should have estimated the volume picked up in the presence of my wife on Dec [redacted]. Our Estimate of the Cargo was very close to the real one, specifically we calculated 306 cubic feet. The port authorities measured cargo in Los Angeles to be 289 cubic feet.PORT RECEIPT WITH ACTUAL MEASURES ATTACHED 3/ My wife during the pick up by the driver had to re-stick the ID tags (blue tape) on boxes since these were poorly afixed, probably because the driver was in a hurry to go to another pick up site.We always label the boxes/items and pallets. Client is also free to use its own labels as well. We don't see any problem here! 4/Prisma CS is un-available by phone, and correspondence is answered at the rate of about once a week. This is incorrect! We've spent hours on the phone and tens of emails with both [redacted].5/Prisma uses mutiple sub-contractors and these use others themselves making the whole process quite opaque, poorly manageable, and difficult to standardize.Another invalid claim! There is only 1 subcontractor here.... and that is the Shipping Forwarder/Line it self (RoseContainerLines) & if you wish the receiving terminal in LA (AZ Warehouse) which accepts the shipment before consolidation. There is no other way of shipping an LCL shipment. Cargo has to be consolidated with other shipments going to the same destination. Everything has been explicitly explained to client. We ALL use the same Forwarders and Vessel Lines in the industry.PRISMA CARGO DOES NOT OWN ITS OWN VESSELS. WE LEASE SPACE ONTO VESSEL LINES. [redacted] complains that the Line is a subcontractor! How we are supposed to ship across the ocean without hiring a major Line/Container Co. [redacted]?Sincerely,[redacted]

Review: In April 2015 an agreement was made between Prisma Cargo Solutions and our company to pick up and deliver a shipment. In May 2015 we submitted an invoice for $580.00.

In August 2015, I began attempts to contact the accounts payable department. Various telephone calls and emails went unanswered until October 2015 when Prisma requested our banking information and another copy of the invoice in order to pay it. The requested invoice was forwarded immediately. Repeated attempts to contact by phone and email went unanswered until November 2015, when I spoke with a lady who stated she surprised that the invoice had not been paid since it was a small amount and would have accounting issue payment promptly. As of this date, our company has not received payment or commitment to pay the amount owed.Desired Settlement: Our desired outcome of this situation is for Prisma Cargo Solutions to pay their invoice of $580.00 as it is now 173 days past due.

Business

Response:

Dear Revdex.com,thanks for mediating between us and [redacted].We do apologize for the lateness in paying this invoice, howeverWe find that this complaint is not fair because we have already promised to pay ** and mail them a check.We did receive the invoice and we are in corrispondance with ** Expedited who called us last week in regards to the pending invoice and talked to our colleagues.We promised ** Expedited to mail them a check. Yesterday a check #[redacted] was mailed to them via [redacted]. ** Expedited should receive it by the end of this week the latest.Please let us know if there is anything else we can do for you.Sincerely,[redacted]

Review: I recently used Prisma Cargo Solutions in September 2014 to move my household goods from Midland, MI to Kuala Lumpur, Malaysia. The sales man names [redacted] was great, at first, he was very helpful in getting me a container in a short period of time and beat the other shipping companies price. My contract was for a door to door move which included my husband and me packing and unpacking the goods. However, on the day the shipping container was suppose to arrive, at 9 AM, I got a call from the driver saying he was just leaving the place with the container and it was two hours away. So he calls to let me know5 minutes before he is suppose to be there that he will be two to three hours late. The driver arrived at noon and walked down the drive way to ask how he should get the truck to the garage. I explained he needed to reverse the truck down the driveway he insisted on doing it his way and driving down and turning around in the soft, wet grass which ended up getting the truck stuck in the mud for four hours. After trying to pull the truck out of the mud ourselves the trucker had to call for a tow. Finally, around 4 PM we started loading the truck with our goods and finished close to 5 PM. I was not the one who hired the contracted trucking company, Prisma Cargo handled all of this. In turn, they send me a towing bill from the day of pickup and claim that I am the one responsible to pay. I explained that I was not the one at fault for this issue and the trucking company should have paid for their own towing bill. I had spoken with [redacted] at Prisma who is the [redacted] and on several accounts he either ignored my phone calls and emails or he would talk to me and tell me I was wrong and it wasn't his problem. I paid upfront before my shipment even left the U.S. Port and paid over $4,000 for the move. After dealing with [redacted], he told me to call the shipping company and the trucking company to handle it myself, in which I did call and all I received from these people were that they had to deal with the problem through Prisma not me because I was not their client. After our shipment finally arrived in Malaysia in December 2014 almost two weeks late I was then notified that the container was being put on hold because of the unpaid towing bill. My container which was supposed to be delivered to my house in Malaysia was taken to a moving warehouse and everything was emptied and put on the floor. In my contract it specifically states door to door and no one was to remove anything except me. So after a week of my stuff being put into a ware house I called the company in Malaysia and spoke with the [redacted] who said he had also been trying to contact [redacted] but [redacted] was ignoring his calls and emails as well. On Christmas Eve, my husband and I drove to the warehouse to talk to the guy and paid him $1,000 USD that Prisma owed him,another $680 USD for the tow bill, and RM750 to have our stuff delivered to our house. As a customer who paid in full before receiving my goods I have never in my life been spoken to like [redacted] spoke to me. If I pay you to do a job and you don't fulfill the contract that is not my fault. He used foul language on the phone with me and then began blocking my calls and ignoring my emails. His actions costs me more money and upon receiving my goods I had many damaged pieces. Such as a brand new $5,000 Cherry dining table and chairs, my children's leather bed frames were ripped and many damaged boxes. This was because whoever unloaded the container clearly did not care who's stuff it was and just pulled everything out and threw on the floor. So I am very upset that everything that was in the contract was not fulfilled. I would never use this company again nor recommend them to anyone else. The sales team is great but what they are offering they cannot fulfill. [redacted] is probably the worst business man I have ever dealt with in my life, and by telling me he doesn't have time for my problems because I was not his only client. I have a record of my contract and about 100 emails showing the details of dealing with this company.Desired Settlement: I am asking for a refund of the $680 USD for the towing bill, RM750 for the delivery charges from the moving warehouse to my Malaysia house that was already paid for in my contract, and $700 USD in damages to my personal belongings.

Business

Response:

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

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

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]

Prisma Cargo Solutions is not taking responsibility for the mistakes made by their company and the companies they are involved with. Prisma Cargo states that the truck driver followed the route in which I advised them. This in fact was not the case, I had advised the trucker that he needed to turn the truck around and back into the driveway, the trucker made the decision himself to go straight down the driveway and turn around in the grass in which he got stuck while attempting. Prisma claims that the route was unable to be used however, the tow truck that came to pull out the driver, he had a truck twice the size and managed to back his truck up and pull out the driver in a very short period of time. The truck driver didn't say anything about wanting to reschedule, he was pulled out of the driveway onto the main road and then the tow truck driver helped direct him down the driveway, in which he managed to do just fine and then my husband and I began loading our things . The truck driver stated that for residential pickups the shipping company should supply permits in which Prisma Cargo did not. In the contract it states I had a door to door delivery, the RM750 that Prisma doesn't understand comes from the additional delivery charge I had to pay on December **, 2014 to have my things delivered from the warehouse in Malaysia to my home in Malaysia. This expense should not have occurred because I have already paid in advance for delivery. In regards to personal attacks made against [redacted], if it is considered an attack to try and contact and resolve issues via phone and email with someone you have paid over $4,000 USD to, to do a job they agreed to and are responsible for then I guess I did attack him. However, if anyone working within this company knew how to work in a professional manner and abide by a contract instead of focusing on things they are not responsible for or to lazy to do. As a client, I was spoken to in a very disrespectful way by [redacted] and was told he did not have time for my problems. So unfortunately it seems as though I have just been ripped off and forced to deal with it. I hope people read the Revdex.com reports before they use this company. I would not recommend Prisma Cargo to handle any type of move nor would I want them as clients. Thank you [redacted]

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 we delivered a door to door job to [redacted] as per our agreement.In the United States if somebody comes to our home and get hurt or an accident occur it is our responsability to make it better.[redacted] knew that her property is a dangerous ground and that the truck would get stocked in it. For this reason she was trying to coordinate with the driver, but she was unsuccessful. Regarding the port fee charges in Malaysia we do not include them and we did not include them in our agreement (please see attached docs) we advised client about it and she was aware of it. For this reason this is a legitimate charge.Sincerely,[redacted]

Review: We have booked a container with Prisma for our personal effects to be moved from California to Australia. We requested a loading date 11/**13 and were told by the customer service employee they would lock in this date as soon as they received payment. After payment was received we received an email stating moving date is 11/**/13. I emailed back and asked them to confirm the correct date. No response. I sent a second email asking them to confirm correct date. I get an email with attachments about the move and nothing at all about the incorrect loading date. I ask again and receive an email simply stating 'moving date is November [redacted]'. No apologies, nothing at all. I wrote again demanding an explanation and apology and have not heard from them. I am currently trying to obtain their general manager's address so I can complain to him.Desired Settlement: I want a full apology and a further discount, as my husband had people lined up to help him load the container for the [redacted] November, he is having trouble finding available people now for the [redacted] November. I would like them to apologise for their lies and their terrible response to this problem.

Business

Response:

Good Afternoon,

My response, on behalf of Prisma Cargo Solutions, is as follows:

1. The Prisma agreement clearly states that the date listed is the Estimated Move Date. While we do try to accomodate this date whenever possible, it is never guaranteed in the agreement, as this date is subject to change, based on availability.

2. The date initially requested by the client was 11/**/13. We received the signed agreement from the client on 11/**/13. We required at least 2 days to process the client's deposit, and to set up the logistical necessities on our end. However, the credit card details provided for the deposit were incorrect, so it could not be immediately processed. Because of this, we could not book the requested date of 11/**/13.

3. We then received a check for the full amount on 11/**/13, after which we were able to proceed. However, it would have been logistically impossible at that point to do the pickup on the same day.

4. Only at that point did the client then requested a pickup date of 11/**/13. This date is not available, since it is this coming Sunday. The client was advised of this, and the pickup was scheduled for the following business day, 11/**/13 instead.

5. [redacted] pushed back twice, requesting the [redacted]. She was again advised that the pickup date scheduled was 11/**/13.

6. The client states the following, "We requested a loading date 11/**/13 and were told by the customer service employee they would lock in this date as soon as they received payment." This is not true. Please be advised that I am the only customer service employee with Prisma, and that I made no such statement to this client at any time. I confirmed with the client that the pickup date would be 11/**/13, and the only reference to payment I made was to send an e-mail to the client acknowledging receipt of her full payment. I in no way made any promises regarding the 11/**/13 date.

7. Please be advised that we would have been happy to accomodate the client with a date other than 11/**/13, if this date did not work for her. We are surprised that the client would rush to filing a complaint with the Revdex.com before allowing us the opportunity to work with her to select a date that works for her, but that can also be accomodated by us.

8. If necessary, we can provide e-mails attesting to the above mentioned statements.

Please advise if additional information is required.

Regards,

[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:

We received a quote for an estimated move date of 11/**/13, I never said I definitely wanted this date, we were working around an approximate date at that stage. Before we sent payment I confirmed with [redacted] that I was sending payment if the quote was still what he said and the date was November [redacted]. This email was sent to him November [redacted], 2013. He then sent an email saying to send the signed agreement because he would lock in this date for us. There was never any indication that this date was not suitable. My husband had lined up help to load for the [redacted], he is having trouble now finding people for the [redacted]. I'm surprised that they are surprised that I would send a complaint so quickly, I received no response from her with the first email I sent saying the date should have been [redacted] November (which I sent November [redacted]), and then when I sent a second email I just received a very blunt message 'the date is November [redacted]' from [redacted]. No apology or explanation. I have since sent a further email and have received no response from him about the matter. I have emails to prove all this too. I am very unhappy with the service I have received so far, they should have at least responded to my emails about the matter and apologised for their mistake, which they have failed to do.

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 is so ridiculous. My name is [redacted]n, I am the wife of [redacted], and we used his Aunt [redacted] credit card intially for payment, but it did not go through so he sent a check instead. Don't lecture me on what my name is, it's been the same my whole life and since I made this complaint. I sent you the emails with [redacted] from your company confirming he would lock in the [redacted] November for us once he received the signed agreement. If you read the signed agreement it says 'estimated move date'. Like I said previously, show me one email with me requesting November [redacted]. We signed that agreement because it said estimated move date, under the expectation that November [redacted] would be our actual move date because of the emails back/forth with [redacted] stating November [redacted] would be the 'locked in' move date. How do you explain why [redacted] would say he would lock in November [redacted] as soon as he received the signed agreement? He was happy to play it up and not fill us in on the real facts until you got our money, and then as soon as you did the date was changed, we received no apology or explanation; your company's service and arrogance is appalling. I certainly hope your Australian agents are a lot more efficient. I feel that under these circumstances we are entitled to a refund or discount on your services, as you have not delivered with what you promised us in writing.

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

Sincerely,

Business

Response:

Good Afternoon,

My response, on behalf of Prisma Cargo Solutions, is as follows. It varies very little from the response given when this complaint was initially received, as there is no additional information to add or clarify.

1. The Prisma agreement clearly states that the date listed is the Estimated Move Date. While we do try to accomodate this date whenever possible, it is never guaranteed in the agreement, as this date is subject to change, based on availability.

2. The date initially requested by the client was 11/**/13. We received the signed agreement from the client on 11/**/13. We required at least 2 days to process the client's deposit, and to set up the logistical necessities on our end. However, the credit card details provided for the deposit were incorrect, so it could not be immediately processed. Because of this, we could not book the requested date of 11/**/13.

3. We then received a check for the full amount on 11/**/13, after which we were able to proceed. However, it would have been logistically impossible at that point to do the pickup on the same day.

4. Only at that point did the client then request a pickup date of 11/**/13. This date was not available, since it was a Sunday. The client was advised of this, and the pickup was scheduled for the following business day, 11/**/13 instead. This was clearly explained to her, so [redacted]'s insistence that no explanation was offered is simply not accurate.

5. [redacted] pushed back twice, requesting the [redacted]. She was again advised that the pickup date scheduled on the very next day, which was the next business day, Monday, 11/**/13.

6. The client stated the following in her initial complaint, "We requested a loading date 11/**/13 and were told by the customer service employee they would lock in this date as soon as they received payment." This is not true. Please be advised that I am the only customer service employee with Prisma, and that I made no such statement to this client at any time. I confirmed with the client that the pickup date would be 11/**/13, and the only reference to payment I made was to send an e-mail to the client acknowledging receipt of her full payment. I made absolutely no promises regarding the 11/**/13 date.

7. Please be advised that we would have been happy to accomodate the client with a date other than 11/**/13 if this date did not work for her. We were surprised that the client rushed to file a complaint with the Revdex.com before allowing us the opportunity to work with her to select a date that worked for her, but that we were also able to accomodate. This is never the way in which we want to start a relationship with a new client.

8. If necessary, we can provide e-mails attesting to the above mentioned statements.

Regards,

Review: on May ** 2013, Prisma's entered into a contract with me to move my family's belonging from New-York to [redacted] France, with the express understanding that the move would be completed, door to door , within six to eight weeks.

On July * (sailing day )Prisma informed me that instead of shipping my family's belonging to [redacted] France directly, Prisma had instead shipped them to the Netherlands

On July **, contact person in Netherlands was taking vacations until July **, nobody on my case

August *-October *, sent multiple times paperworks for import license ( no one was able to get in touch with contact person in Netherlands on August **-**-**)

October **, delivery date, it didn't do because truck was overweight and stopped by the police.

October **, my family finally received our boxes in [redacted] France( not the right number of boxes) .Our boxes were delivered in alarmingly damaged condition, as evidenced photos that we took immediately upon receiving delivery of the boxes. Prisma's grossly sub-standard packing is self-evident from this pictures

I and my family have incurred tremendous cost that are a direct result of the severe delays and other issues noted above

This is why me and family are turning ourself to Revdex.comDesired Settlement: I demand that Prisma promptly pay me the full amount of the moving expenses plus compensation for the cost incurred by me as a direct result of the inexcusably poor service prisma provide.

Business

Response:

Good Morning,

My response, on behalf of Prisma Cargo Solutions, is as follows:

[redacted] is correct in stating that his shipment was sent to [redacted], rather than directly to [redacted]. This was done as a cost-saving measure for the client, as shipping his items directly to [redacted] would have brought his costs up dramatically. Instead, [redacted]'s items were sent as part of a consolidation with other shipments that were going to the same area in Europe, and he was advised of this . Once the shipment arrived, there were some delays because the agent handling the customs clearance and delivery to France was on vacation and could not be reached. In addition, there were additional delays on behalf of the Dutch customs authorities, which affected the agent's ability to get [redacted]'s shipment cleared, and subsequently delivered to him.

To try and assist, Prisma acted as a "middle man" between [redacted] and the agent, and did everything within our ability to facilitate communication, in order to ensure that he would be able to receive his shipment (if necessary, we can provide over a dozen e-mails that can support this statement). Unfortunately, there was only so much Prisma could do from here in the US; we are not in a position to provide customs clearance in Europe, which is why another agent's services are required at the destination (this information is not hidden from any client). However, we remained in constant contact with [redacted], and also with the agent, on [redacted]'s behalf.

On October [redacted], the agent had advised [redacted] that he would need to collect an additional 75 Euros in port fees before he could make the delivery. However, in order to assist [redacted] and provide some relief, Prisma covered those charges on his behalf. After he received his shipment, [redacted] advised both the agent and Prisma that there were damages to some of his items. He then sent photos of the damage, along with a letter demanding a refund in full of all monies paid to us. We replied, and forwarded the photos of the damage to our Claims Department, so that they could begin the claims process for him in response to his damages. The response sent is included below:

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

Review: I will attempt to summarize the entire experience I've had with Prisma Cargo in the last few months in a concise manner:

1. I hired Prisma Cargo to move my family's belongings from Boerne, Texas to Buenos Aires, Argentina.

2. [redacted], one of Prisma's sales representatives, sent me a very good quote and we accepted it. I paid for a "door-to-door" service, and knowing that the price did not include custom duties and other charges, I asked [redacted] over the phone to estimate how much I would have to pay here. Even though I unfortunately have no proof or written record of this, he said "around $500". I thought that was reasonable, and moved on.

3. They subcontracted a Dallas-based company called SRL to move my belongings to port, which had not been mentioned by [redacted]. Unfortunately, one of SRL's movers then attempted to steal our iPad and managed to steal my mp3 player, whose cost was reimbursed by SRL's owner after a long series of calls.

4. The "professional inventory list" that was promised by Prisma (and was required by the Argentinian customs office) only consisted of a list done by SRL on the go, which had a lot of "boxes" listed. I offered SRL to check the contents for their inventory, but they told me it wasn't necessary. Prisma's Argentinian subcontractor, Argenvans, explained once my belongings were arriving to port that that inventory was useless, though. [redacted] Calderón simply forwarded me Argenvans's request, with no further comment. Thankfully, I had done my own.

5. Despite me _reducing_ the total volume of things I gave to SRL, an invoice arrived from Prisma a couple of weeks after they took them with an extra charge. Whereas [redacted] had told me that the "dead space" would be within 20% and at most 25%, Prisma claimed that it was 35%. I contacted Prisma's customer service representative [redacted] to complain, and Prisma agreed to respect the original quote.

6. Argenvans charged me $2050 for THC and other charges, on top of what I had already paid to Prisma, $1550 more than [redacted]'s estimate. Considering I only had a very short window before I was forced to pay for storage at the port, I had to pay it.

7. I was also informed by Argenvans that "door-to-door" only counted up to the 2nd floor, and that there might be extra charges depending on my apartment and what I was bringing. I assumed that since no item was considered "bulky" by SRL or Prisma, that wouldn't be a problem. I was never informed of a limitation in the floor number I could move to.

8. I was forced to contact Argenvans on my own for weeks in order to try to repair some damages they caused to my walls during the move. Despite my requests, Prisma offered little assistance. Months after my move, Argenvans still hasn't repaired them.

I understand that what [redacted] offered me was an estimate, and I was willing to accept a big difference in the final price. Over 400% the estimate, however, is not acceptable. It's evident to me now that the reason the original quote was so much better than that of other companies is that within the murky "the price does not include" clause and the spoken estimations of the salesman of final volumes and extra costs there are a number of things that can and should be properly estimated.

As their client, I'm wholly dependent on Prisma Cargo to estimate costs and explain the process that will carry my belongings to another country. SRL and Argenvans were never part of the sales pitch - it was always "our representatives". To me, that implies a certain level of dependency, so I believe that forcing me to deal directly with them misrepresents the service offered.

Once again, I understand that the local THC charges were not included and were difficult to estimate. However, the cost suggested by Prisma's sales agent did not come to real costs, even though Argenvans claimed to have given Prisma a proper estimate. Furthermore, I expect that a professional moving company should be able to give estimates that are not only 24% of the final cost. Prisma did not offer a range of possible prices, or emphasize they had absolutely no idea what I would be changed in Argentina. A simple "I don't know" would have been preferable.Desired Settlement: I expect Prisma to take responsibility for their many mistakes, and cover at the very least part of the extra cost.

When contacted, they claimed that Argenvans was unwilling to change their charges, as if they were a completely separate entity. The use of subcontractors with little to no connection to Prisma should be mentioned in the sales pitch, as well as their complete inability to estimate final charges in a completely normal international move (no bulky items, no especial needs). This an unacceptable level of service, and should be compensated.

Consumer

Response:

Dear [redacted],

Review: In november 2014 I took Cargo solutions as my moving company, because I needed to have my things shipped from [redacted] to [redacted]. I told the company how much I exspected to have shipped and they gave me an estimate for about 2000 dollars. They told me if I found out I needed more things shipped than this, they would just adjust the price accordingly. When the day arrived for them to pick up my things I had added additional 2 nightstands, 4 boxes and 2 suitcases to my shipment. Afterwards I contacted the company to get my final bill. It took them several weeks to give me the bill, which was all of the sudden an amount of 3119 dollars. So 1100 more dollars than originally. I was aware that the price would be a little higher than the estimate, but not 1/3 more. Furthermore when I arranged for them to become my company I asked them if the price included all costs, which they said it did. It is a "door to door" offer they told me, everything included. The other day the Dansih company called "[redacted]" contacted me. They said my things would arrive around February [redacted] 2015.. They also send me a bill for approximately 800 dollars and said this was a Danish port fee. They told me that Cargo had told them to charge me that. Furthermore that I would not get my things delivered unless I paid that fee. I contacted Cargo about this and they just said that that fee was never part of my package. I disagree and was never told about it or in other ways signed up for this. I tried to open the contract that I had signed, but this is not possible, because it is an e-sign document. I wrote Cargo to send me a copy of my contract. This they have not done, but just an e-mail listing things that were not in included in my shipment. They are ignoring most of my e-mails and furthermore not answering phonecalls either.The case has changed again and the total amount they are charging me now is 800 euro. Explanation for this is that the boat is now porting in [redacted] instead of [redacted], which has a higher port tax. Desired Settlement: I might have accepted the final bill, but I will not accept the port fee for 800 dollars. I want them to pay that fee with the money I have already paid them for my shipment.

Business

Response:

Dear Revdex.com,Thanks so much for your reminder.Regarding [redacted] we are very sorry to hear about her dissatisfaction. Especially because after reviewing her file she had rated our services with an excellent at the beginning, please see performance report.Regarding the additional cubic feet, as client mentions she had added additional items. We are always very clear about volume increase and at all times our colleague [redacted] mentioned that if she add more items she will be charged additional money, namely $10.50 per cubic feet. This charge is also on the first page of the contract she signed (please see attachment) Also to reinforce that the additional cubic feet (she signed for 210 and she had 288) is legitimate we are including a doc receipt/Bill of lading from a third party, Troy container line confirming the additional volume.Regarding the THC charges at destination our exclusions were stipulated and mentioned in our agreement (not in fine print) plus were communicated verbally multiple times from our sales person [redacted], as he is stating.At no point we tried to hide any information to the client as this was clearly disclosed to [redacted].We are sorry for any inconvenience this might have caused to the client.Sincerely,[redacted] on behalf of [redacted] ----------------------------------------------International Sales Department- Prisma Cargo Solutions, LLC[redacted]Phone [redacted]Phone ###-###-####Fax ###-###-####[redacted] No. [redacted]Member of:[redacted], license [redacted] .[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]

First of all regarding prisma cargo saying that I was a satisfied customer. This was after the først couple of phonecalls arranging my shipment. At that point I had no reason to be dissatisfied. Second of all I still see no contract with My signature, saying that port fees were NOT included. Nor was I ever told about this. The fee ended up being 900 dollars, which I had to pay to get My things. I did get My things, but many of My furnitures were broken. Unless prisma Can come up with My signature regarding the port fee, I believe they owe me 900 dollars.

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

Sincerely,

Business

Response:

Dear Revdex.com, dear [redacted],please find attached the agreement signed by [redacted]. As you can see the THC charges and port fees are excluded. She agreed to pay for the additional charges on November [redacted] and as per our sales representative she has been told several time that THC charges were not included.For this reason [redacted] complaint is invalid and does not reflect Prisma good service as well as the transparancy of showing all inclusion/exclusions in the contract.Sincerely,[redacted]Customer Service Representative