Transit Systems, Inc.

Transit Systems was easy to book and very fast on the shipmentThe price for the economy service is very good, but a bit inconvenient on either end since it is curb to curbWhite glove service was above my price range, but an interim price point would have been greatOverall, move went very smoothly and was in budget

We sincerely apologize for the delays and will issue a $refund to the credit card on file

Job number *** was booked at
$including the flight of stairs
"margin: 0in 0in 0pt;">
Our support department handles
all pickup and delivery inquires for the customer after the job is
scheduled by the sales representative
The customer canceled on 7/
with a 10% cancel fee when the sales rep, Gina was not in
There were several very lengthy
conversations between the customer and the sales rep about the different
services prior to booking. There was notable communication issues during
these conversations Finally, the customer called in
and decided on the white glove service. The pickup was supposed to take
place by 7/20.
She decided to cancel on 7/
and said it was taking too long The sales representative Gina was out so
another sales rep took the cancelation
The customer, *** *** was told
as all that half would be charged at scheduling and the balance after the
pickup
Our system must have showed as
the job as picked up and the card was charged
The refund is being processed
with a 10% cancel fee

Note: My family and I have moved professionally all over the country 17+ times and have worked with many moving agents and carriersI made arrangements through Transit Systems to ship my mother's 65-year-old cedar chest from California to Georgia It isn't an overly valuable piece, but the sentimental value is pricelessFrom every aspect of this process -
initial contact and quote, through my packing preferences in California, contact with my agent in California, delivery to Georgia and (not included) unpacking of cedar chest by the carrier - I was extremely pleased Carrier pulled container up our steep driveway and even helped me inspect packing box for dents, rips, dings, etcprior to leaving premisesTerrific experience and would highly recommend

I used this company to ship six pieces of furniture from Connecticut to Texas The furniture had been in my parents' home prior to their passing I paid almost $1,to TSI to transport it Immediately after speaking with the Coordinator and paying for the move, the coordinator told me that I would have to electronically sign off on an email in order to schedule the move In my haste to take care of it prior to the holidays, I neglected the fine print, which undoubtedly would have informed me that I was waiving additional insurance When the furniture arrived in Texas, a leg on one of the leather ottomans was found to have been literally splintered in half It was obvious that it was grossly mishandled during transit This wasn't a nick or a scratch Upon speaking to the Coordinator, two days later, I was told that the company would pay me $per pound to repair the furniture, which amounted to $ I told them to keep their money The lack of standard care in shipment that led to the damage, as well as the lack of customer service is appalling to me I will never use this company again, nor will I recommend it to others for their moves

I had the great pleasure of
working with Steve from Transit Systems
his quote was great The moving of my
mothers sleeper sofa from NY state to
calif went just as the sayI paid up front
and pick up and delivery when as plannedI would use them againt

I scheduled to move one furniture item and provided the dimensions and estimated weight During the quote and purchase process, I received multiple emails in a very timely manner Transit Systems then coordinated with a local company to pack the item and load it on a pallet for transport The delivery was on time and the item was not damagedAbout a week after the delivery, an additional charge showed up on my credit card, which was unexpected because I had not received any calls, emails or notifications from Transit Systems after giving them my credit card info for the initial transaction I waited a few more days expecting that I would be contacted or receive some notification of what led to the extra charge, but received nothing I finally responded back to the initial emails I received while setting up for the delivery asking why my credit card was charged a second time, but did not receive a responseI finally called and was told the item weighed more than I estimated When I provided the initial estimate, it was for the item only I was unaware (and was not told) that I should include the weight of the pallet and all of the additional packaging added by the company Transit Systems sent to wrap it up Over the phone I requested an updated invoice showing what I was actually charged, which was sent shortly after the callOverall, the initial transaction and shipping process was better than I expected What really bothered me was being charged again without a call, email or any update at all as to why it happened

I would advise customers to avoid TSI at all costs While they were very communicative when trying to sell me, their communication disappeared immediately after invoicing Steve S*** was the representative and was misleading to the point of fraud relating to the shipping schedule They took weeks to simply pick up the item and then just left it in a warehouse for weeks until I badgered them to finally ship it After that, I had to call and email times before any one would be give me the now very very late delivery update When they did deliver the piano, it arrived *destroyed* They didn't carry forward the instructions that it was a second floor delivery and the movers arrived with the (broken) item without adequate personnel to move it into the houseIt wasn't remotely packed professionally, had zero protection, and the items came smashed to the point of non-use They did NOTHING to rectify this No apologies, no discounts, no reimbursementsThe real takeaway is that TSI really isn't a shipping company at all They basically advertise and take orders and then throw those leads over the fence to assorted shipping companies and then take zero responsibility to the actual delivery Given this, I believe their advertising themselves as a "shipping company" is borderline fraudulent I cannot recommend highly enough that you avoid them

I used TSI to ship a pillowtop mattress along with the box spring and frame from Boston to Southern CaliforniaI used their economy service and ended up paying a little less than $(based on the weight not the dimensions of the items which worked well because they were large as well as heavy)I got quotes from other shipping companies that I found on the web and I got quoted as high as $(half of what the items cost brand new!)TSI was definitely a great deal for the moneyI am very pleased not just with the price but also with their customer service and service overallThey generated a quote for me almost instantly after I filled out their web form and I had my own customer service rep throughout the process which made things so much easierPickup was great too and even though they schedule a hr window (2-PM), they picked up my items before PMThe only issue was a delay in the delivery which had nothing to do with TSI but rather with a wildfire that shut down I-in Southern California and delayed all residential and commercial deliveries for days so I ended up getting my items delivered days later than anticipatedEven so it took a total of business days from pickup to deliveryOverall I have absolutely nothing but praise for TSI and satisfactionGiven it is so hard to find a reliable, honest and trustworthy company (not a scam artist) to ship individual items across the country (i.eanything other than an entire house worth of items) I am thrilled and impressed with TSI, with their price and quality of service

We spent a considerable amount of time on the telephone with this customer when she called for a quote explaining that the "Economy" service that she chose required her to box the items for transport prior to the drivers arrival. When she called to schedule, she was again reminded that the
items needed to be boxed. She was sent her terms and conditions which also spelled all of this out. It also spelled out our cancellation policy. She digitally signed the terms and conditions and thereby accepted them. When the driver showed up, the items were not boxed so he could not take them. There is nothing more that we could have done (or should have to of done) to cover ourselves and avoid a complaint

Great service for the small movesWish shorter and more accurate time frame was provided for pick up and delivery

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
When the shipper called, I specifically asked, twice, if the pick up date of the 28th was a "hard" date, and asked if the shipment could be picked up on the 27th, noting that this was the outside date that I had specified with Transit SystemsI was told that this was a "hard" date, and that no adjustments could be madeThis was clearly not a "mistake" by the dispatcherAdditionally, after I notified Transit Systems of this situation, I did not receive any comunication for them for more than hours, and -since they had set up a shipping date outside my limit and had failed to make a timely response to my notice- had a reasonable expectation that they would not performWhen they finally did communicate, they provided me with a tracking form that did not specifcy the actual shipper, making it impossible for me to contact them to make sure that there would not be another failure to performThis is the communication that I sent to Transit Systems to sum up the interaction:
Recapping things to this point I just wanted to recap where things stand at this pointI paid in full for a shipment, specifying that pick up had to occur between the and the of April, since I had to be out of my apartment by the 28thThe shipper that you designated phoned me on 4/19, indicating that they would be picking up on the 28th at some point in the afternoonWhen I told them that I needed the pick up by the 28th, they said that the date they had been given was the 28, and that they could not pick the items up before thenI emailed you and received a return email saying that you were checking with operations and would get back to me shortlyYou dd not do so
I emailed you early this morning to let you know that I needed to have the pick up by the 27th.
By mid-morning, I had heard nothing, and so I made arrangements to donate the furniture items and have the boxes shipped by another carrier on the 27thI emailed to notify you and ask for a refundLate in the morning, you called and asked whether I had from operationsI had notYou said that operations had told you that everything was taken care ofI said I had no notice of thisYou asked if I would be open to having the items picked up earlier and I said that, given the issues with communication and the urgency of my being out by the afternoon of the 28th, I did not feel confident that your company would perform, You said that I would receive a refundIn the early afternoon, you phoned to say that since I had "decided" to cancel the pick up, I would have to pay a 10% penaltyYou said that you could arrange pick up before the 28thI asked who would be doing the pick up and when I would be notifiedYou said "in a couple of hours."
The situation this creates, of course, is that I will be charged this fee unless you fail to pick up by midnight of the 27, at which time it will be impossible for me to make other arrangements.
I am waiting to find out what alternate arrangements have been made, as I will want to contact the shipper to verify that these arrangements are in place for the correct dayIf there are no satisfactory alternate arrangements, I would like to receive a full refund, since you will have failed to perform, while I have not.
Regards,
*** ***

I sincerely apologize. This is the first that I am hearing that the check from *** *** was not received yet. A phone call to us would have been all that it would have taken to get this remedied. I have contacted *** *** at *** *** to find out what the issue is
with the check. If you do not hear from them, or receive the check by next week, you can call me on my direct line and we will issue a refund to your credit card.
*** ***
Director of Operations
***

There isn't a moving company in the world that would or could guarantee that items would not potentially be damaged. Damages are inherent to this business and that is why we are required to offer limited liability from the carrier and additional coverage through an insurance company to consumers who decide to purchase it.
We have services:
Economy- Service is curb to curb and provided with one man. Additionally, and all items must be boxed by the customerWhite Glove- Service is inside pick up and delivery with men. They will prepare furniture items for transportNowhere in that definition does it say that we guarantee shipments will not be damaged. It is extremely rare(3%) but it does happen

Okay thank youI will let you know
Regards,
*** ***

This shipment went from CA to NY
with over the road drivers. In our terms and conditions we state that all
orders are subject to extended
timeframes. Pickup and delivery timeframes
are never guaranteed. When we were notified of the damage we submitted a
Limited Liability claim for the customer $ The offer of
additional insurance was declined. We regret the damage that occurred in
transit

Isaac’s (our carrier) committed to a June 4-
delivery date and then told us that it wasn’t possible, that they had
overbooked and this
shipment missed the truck Consignee’s dad flew into
NYC during the June 4-time period to help her get her apartment set up but
had to leave before it was delivered. Consignee was starting a new job in
NYC and could not take up full days, so Bob had Isaac’s deliver to a local
company to deliver at night (A man with a truck). Finally, man with a
truck did deliver on June (days after
committed date) and did put her bed together since her dad was no longer
there. We refunded 10% inconvenience and filed her insurance claim for the
damaged mirror today

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The business is not truthful in their response.
Here is a copy of my correspondence with the sales repsupporting that the agreement was I'd be billed based on the actual weight and the re-weigh was ordered in order to issue the invoice adjustmentJerome F*
Jul to me
***,
That is not truthful on the bill laden stated the amount of boxesI called the dispatcher and he said that all trucks have dolliesI apologize that my shipping partner did not hold the end upI will Request a reweigh
Thanks
From: ** [mailto:***@***.com] Sent: Wednesday, July 22, 8:PMTo: Jerome F* Subject: Re: ***
Jerome,
The truck showed up with no dolly and according to the driver he was instructed that there are only boxes to pick up and no dolly or lift gate was needed
Do you have actual shipped weight for me? If the actual weight was under 1500lb, when are you going to issue credit for what I overpaid?
***
On Thu, Jul 16, at 3:PM, wrote:
Thanks JeromeI look forward to a smooth pick up tomorrow.
Let me know once everything is en route and you have the actual shipment weight.
Regards
***.
Regards,
*** ***
This is my original RFQ stating what kind of boxes were thereNotice I didn't say that all were medium boxesThere were small boxes and many medium picture frames**
Jun to ***
Jerome,This got confused, I believeI have boxes packed and sitting in the garage ready to be picked upMostly small boxes, some picture boxes and a few mediumsThe overall weight I estimate to be under lbCan you re-run your quote for me with the above inputs?
***
This is when Jerome offered me over the phone their terms to charge for 1000lb estimated and then adjust based on the actual weightI never booked the 1500lb, over the phone or in writingI estimated the shipment to be 500-800lbs which upon receipt turned to exactly the case.
Simply put, the business offered pricing based on actual shipment weight termsI accepted the offer and fulfilled responsibilities from my end, and now waiting for the business to honor their side of the contractHope the evidence provided above suffice to conclude that it was never my intention to agree to be charged for 1500lbs and the re-weigh was part of the agreement followed by the reimbursement***

You will see a $refund to your credit card by mid next week

I had a really positive experience with Transit Systems, in the planning and estimating stage and when we were coordinating with the carrier who was arriving serval days earlier than the conservative estimate for pithat we started withThe whole thing went really well, and I would certainly recommend the company to someone else who was doing a long-distance haul I liked the people I spoke with and the way they dealt with usThe things we sent, heirlooms, antique furnincluded, all arrived in perfect shapeTSI put us in with a good carrier and we got the job done, just the way I hoped with no negative surprises