Transit Systems, Inc.

[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 driver of the moving company refused to transport items to my new home, the mover canceled out, The truck driver told me "everything would get damaged", so he walked away and left. Leaving me with no alternative but to call a reliable moving company at the last minute
I feel I am owed a full refund. Since I did not cancel out the move and this didn't work out as I planned I should get all my money back.
There is no box made for a recliner.
I'm requesting the $cancellation fee be refunded back to me.
*** ***

[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:
Good Evening,
I am not pleased with the response that Transit Systems providedTheir allegations are falseThe only additional items included were car seat and mini mouse chairsFourteen additional bins is absolutely absurdWhen my packages arrived, the company that Transit Systems outsourced had rearranged my items unbeknownst to me and sorted them into other boxes that I had not initially providedI was never given a cost based upon true weightI did not ship furnitureMy shipment included clothing, crib and (4) infant itemsThis is clearly an issue that needs to be resolved between Transit Systems and ***I expressed my frustrations and concerns with the *** delivery staff when they arrivedI was informed that *** is unprofessional and unorganizedAs I discussed the invoice with the driver, he informed me that I had been overcharged for the shipmentMy items should have never been priced so highly
Transit Systems did not offer any immediate resolutionAs a matter of fact and I will go on record, I was informed by the Transit Systems staff that my shipment would be delayed pick up for later that weekThey also insinuated that I have someone from my family sit in the house that week until the shipment was picked upThis was an unrealistic suggestion, since I was relocating to another StateIt was only after I challenged the week delayed shipment several times, that Transit Systems provided a pick up on that MondayYes, Transit Systems had the audacity to offer me a refund in the amount of $300, stating they had not made a profit from this shipmentAs I stated previously, Transit Systems arrangements with an outsourced vendor is not my concern. I hope my response clearly states why I am rejecting the response. I am extremely disheartened on how I have been handledI appreciate your response and additional suggestions on how to bring this matter to resolve
Regards,
*** ***

I contacted the this company to pack and move a wooden rocker and love seat from Pennsylvania to Florida They were prompt and courteous when the picked up the furniture The furniture was delivered before the estimated date in great condition They removed all packing material I was very pleased with the service If, in the future, I need to transfer other items I would use them

Recently I decided to down size my home After several months of performing this task, I was left with boxes (large plastic crates with plastic lids) filled with my daughter's treasures My problem was to get it to her I am in Minnesota and she is in California I called many moving companies, Fed Ex, UPS, USPS etcbut found it all very prohibitive in that the prices were high and the drop off and pick up points were out of the way for both my daughter and meThen, I lucked out and found Transit Systems on line When I called them I found they could do it and at a reasonable price The incredible bonus was that they allowed me to keep the items in the plastic containers without repackaging and they picked them up right from my garage The delivery amazed me I think it was about or days later And it was brought right to her door I would not have expected such service Not a thing was broken I did mark each container just to be sure they would get to her if they got separated on a truck NO PROBLEM All of it arrived Could not have been happierI would use this service again without question

Transit Systems was amazing from when I first contacted them about moving my grandmother's yr-old upright piano from my sister's house on Stillwater OK to our house in Florence SCJoshua was the representative, his picture was shown so I could put a face with the voiceHe was able to give me a quote, I selected the white glove service since the piano is so heavy, and also purchased $additional coverage which only cost $Total price for the move was $They were able to pick up the piano within weeks from when I called, it was delivered to us in another weeks as the driver was making stops along the wayThe driver and his assistant were amazing, they were able to back the truck up to our back steps and have the lift cover the top step so all they had to do was roll the piano which they had put on the dolly into the sunroomThen they moved into a back bedroom from there, they did have to go over a little stepThe piano was securely wrapped in blankets and was in excellent shapeRonnie and Travis were amazed that a yr-old piano was in such good condition, the ones they had moved previously were only in fair conditionI would definitely use TSI again!

Refund
valign="middle" bgcolor="#eff4fa">Apr 2015Josh.T***
***

Shipped a large oak table(two BIG boxes) from NV to FL, picked up at my door within the time frame given and delivered in four days Boxes arrived in perfect shape,not a mark on them, NO dents,scuffs,cuts or crushed corners Table perfect, Handled with care Phone rep was very helpful and just nice to speak with GREAT JOB, thank you , M&C

[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:
I find it quite sad that this company is saying that I have been lyingI have my own emails and phone record which show that I was always the one reaching out repeatedly trying to get a responseIn fact, I had to follow up numerous times with several days passing by before I would hear anything from the companyYes, they finally did respond after several emails and voice messages/calls from me each time but not without my persistenceI also finally found out about the claims process only once I posted my review online, tired that I had received no guidance (despite multiple emails again) on how to start the processBesides the first couple of phone calls in the beginning, I never received any phone calls from this companyif there was any phone contact between us, it was because I called them to try get an answerMost of the answers I received were conflictedI think this has escalated so much because of the issue of inconsistent information being sharedEither someone on their side is not telling the whole truth or not all the information is being shared so the company has a colored view of the situationMy review and complaint includes the information/data that I was told by others in their company when I called/emailedGiven the multiple touch points, I believe that the information I was given and the points of views they are hearing have made things worseWhen I called, I was told so and so was my touch point's secretaryI don't know how I could make this upWhen I asked for a response regarding payment explanation, my touch point responded that he did not reply to me because I had requested a new point person etcWhen I called the resolution guy, he told me he would get back to me within days, then more day, and then another day; only to not hear from him at all.
It is extremely unfortunate that it has come to thisIn all of my claims, I have proof to back them upThe way the company handled these challenges and their refusal to be transparent with me (i.ecommunicate openly) is my main issue hereI never once said I would never pay (I did pay in full)I did not like how they handled it when I was told one thingI did in my final email request resolution (although I had already paid the full amount) to be refunded partially given how difficult this relationship has been and number of items gone missing and damagedI believed this to be a reasonable request but I was happy to discuss other avenues if need beI am happy to provide pictures and emails and a copy of my phone log to demonstrate each of my claimsAt this point, I have no interest in getting any money from this firmI do not need it nor want anything from themI do believe that something should be done to make them accountable whether it is a change in their business practice to provide customers with some decent respect and reliable customer service, especially given the value on the line and the premium amount I paid.I wish this company the best of luck
Regards,
*** ***

I would definitely use transit systems again and have told many people how reasonable I thought their rates wereDrivers were friendly and helpful and we're right on time with both pick up and delivery

TSI Job #:
id="lblOrderId" "" text="">[redacted] Quoted On:03/28/Booked On:03/28/Service Booked:WhiteGlove
Shipment (P/U) Date: Thursday, April 14, Pickup Location: Sugar Land, TX Quoted Shipment Weight:500.00lbs
Estimated Delivery Date: [redacted] Shipment Destination: Farragut, TN Insurance Purchased:Moving Insurance
SHIPMENT NOTES:
Hello [redacted],Your shipment was picked up on 04/14/Shipments are expected to deliver within business daysOnce the truck route is planned, dispatch will contact you to hours in advance with an estimated delivery date and time frame.Thank YouTransit Systems
###-###-####
Note: We do our best to accurately track the piand delivery of your shipmentUnfortunately, we do not have the same tracking capabilities or tracking systems in place as companies like [redacted] and [redacted]Our shipments are handled by over the road crews that are responsible for several pick-[redacted] and deliveries on each trip that they makeThere are many factors that can delay our crews and that makes it difficult for us to pinpoint time frames well in advanceTypically, you will receive a call to hours in advance of your actual pick up/delivery appointment with an accurate date and time frame

I had excellent experience with Transit Systems when we moved from Redmond, WA to California. Steve Sargeant was excellent in delivering what I needed. From the time I contacted them for a quote, Steve was straightforward in communication, to the point and always answered my questions with tremendous amount of patience. There was always an attempt to save money for me wherever possible. Steve, whilst busy, would always return my calls promptly.
On the day of the pick up, the truck driver called me and they had concerns that I had not 'palletized' the boxes. However, Steve spoke to them about what was discussed with me and ensured that the boxes got picked up. Initially, I had the boxes delivered to a terminal in Irvine since I did not have a final address. Once the boxes reached Irvine, I spoke to Steve and had him arrange for them to be delivered to my address. Of course there was a fees but that was minimal when compared to the hassle of me picking them up on own (U[redacted] and what not!!!).
Finally, the price. I think the price is unbeatable and when you combine it with the quality, it makes for a great combo. I am extremely pleased with Transit Systems and recommend them to anyone without any reservation.

Transit Systems failed to deliver 3/4 of my furniture five months ago. I still have not received any resolution or restitution. Arguably, the worse experience ever.

[redacted] was given a price quote of $2071.57 based on the inventory that she had given us.  She was informed that the final charges would be based on the actual weight of the shipment.  When she called to schedule, she was told that half would be charged that day and the balance...

would be charged after the shipment picked-up.  Her card was charged $1023 on July 8th.  After her card was charged, she called to reduce her inventory and her quote was adjusted to $1862.23.  The balance of $839.33 was charged on July 29th.  On the day of pick-up [redacted] gave the driver an additional 14 plastic bins and 6 boxes without informing us.  These items were not included in her quoted price of $1862.23.  Because of the issues with the missed pick-up, we did not charge her for the added items.  If anything, [redacted] was undercharged.We are also very upset that our carrier ([redacted] Delivery Services) failed to show up and failed to have the decency to call to say that they were not going to show up on July 12th or 13th.  Their truck broke down but there is no excuse for not calling.  We are not in the office over the weekend and as soon as we got back in Monday morning, we started working on a solution and made sure that the items were picked up that day.  We make it perfectly clear (verbally and in our terms and conditions) that we do not guarantee pick up or delivery days and that we do not refund money if they are missed.  That being said, we offered $300 as a good will gesture to compensate for the inconvenience and the lack of communication from our carrier.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is inaccurate, and in what has become typical, Transit Systems is practically blaming me for their incompetence at every level.  Let me address some of this response:
First, yes, our sales rep
left on maternity leave, but she made her clients aware that she was leaving
and that they could rely on our support team as well as other sales reps if
issues came up
Tt no point was I ever told she was going on maternity leave.  Only after initial issues came up did I email her.  I received an out of office response.  If they can document in any way I was told this, please do so.
Yes, the shipment was put
on a truck with other shipments because we consolidate shipments in order to
cut down on price.  
This is not the complaint.  My boxes literally were mixed up with other people's boxes in separate areas of the truck.  I witnessed this when I walked on and found one rug.
Sarah is a new worker at
our carrier and in an attempt to appease the client after he screamed and
cursed at her, she over promised the [redacted] of the rug.  
No one ever cussed at anyone.  I did express my frustration at the complete lack of communication, over-promising, under-delivering, etc.  Sarah told me the rug was being sent via [redacted].  After 5 days, it hadn't arrived.  When I followed up, she told me management declined.  When I followed up.  No call from her at all.  
As for his issue with not
receiving calls back, we were not aware that he was in contact with the carrier
as they were trying to work with him directly until he called our office over a
week after the delivery happened.  
That is because [redacted] Moving failed to identify that they are different from Transit Systems.  Only after weeks did Sarah tell me I needed to reach out to Transit Systems directly. My impression was they actually did not want me to notify Transit Systems.  I did so immediately.  Sadly, the follow up and communication has been as bad as [redacted].  
When I was given the
information I was in the middle of training a new employee and had to wait to
call him back until after 4 pm EST, that wasn’t quick enough for him so he
called in about an hour before I had planned to call him.  
As is typical, they promised to call me back in a specific time frame, and didn't.  The box is important to me, and their general lack of follow up and concern is telling.  
1- The carrier is doing
everything they can to find the box.  They’re staying in contact with
other clients and they’re searching their warehouse.  
I would not know anything about the follow up with other clients because I haven't received one phone call for follow up to this from Transit Systems.  No email.  No communication.  Nothing.
2- People often claim that
items are stolen when they have been lost or misplaced.  We have a long
standing and strong relationship with this carrier, this is an exception to the
rule in our eyes, which is why we continue to work with them.  
Similar claims of theft can be viewed here: [redacted]  
here:  [redacted]  
and here:  [redacted]
I'll let that speak for the reputation of [redacted] Moving and who Transit Systems chooses to have a relationship with.  
3- He will NOT receive a
full refund.  We recognize that he has been inconvenienced but as we did
complete the pickup and did deliver nearly all of the items there is no grounds
for a full refund.  
Not performing the service paid for is not an inconvenience.  I paid to have items shipped.  They were picked up, they were not all delivered.  Lost boxes are not covered in the Terms provided.  I am in contact with my attorneys on this piece as well.  Ed Trompke at Jordan Ramis can be reached at ###-###-#### any time.  
I will pursue this until I receive my box, insurance funds, and a refund at this point.  I feel the business response is pretty typical for the way they operate and why I reject the response.
Regards,
[redacted]

Please do not transport via Transit System. They went back on their promise and would not deliver within 15-20 working days. It would be over 25 working days now!!!.
Me and family are meanwhile sleeping on the floor for last one month. Condition is horrible especially for the kids.
God save us from such transporters.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:If this is your stance, then you should not be allowed to advertise and sell SAFE and CAREFUL moving.  You did not provide a safe and careful move.  You should have to live up to your ADVERTISED and SOLD claims.  If you have "incidences," then don't put SAFE on your website and sales pitches.  In addition to paying for the "service," having to pay for extensive repairs, and having a missing item, we tipped your guys generously.  We should not be punished for being good, trusting consumers.  We do not think you are making a good faith effort to compensate us for not delivering on your advertised claims.  Please let us know what you can do to meet us closer in the middle for all our losses.  
Regards,
[redacted]

First, I would like to apologize for the issues that occurred with your daughter's shipment.  Secondly, I will be issuing a full refund of $524.15.
We have been in business for 25 years and arrange for close to 8000 shipments per year.  We have a select group of carriers that...

we use to handle our shipments and have been doing business with them for years.  YRC handled your daughter's shipment and they are one of the oldest, largest  and most trusted carriers in the less than truckload industry.  They are certainly not perfect (no carrier is).  They were required to call to set up a delivery appointment on the 11th and failed to do so (incorrectly thinking that they were doing a commercial delivery and someone would be on hand all day).  We called YRC and spoke with [redacted] who assured us that she would schedule a 9:00 am delivery for the 12th.  Apparently, the dispatcher failed to inform the driver. 
[redacted]
Director of Operations

Scheduling the transit, service and pricing were good but follow-up communication while in transit was poor. Also, delivery was late and no communication there either.

Carrier liability is limited to 10 cents per pound and that is why we offer additional coverage.  The majority of our customers purchase the additional coverage.  This customer. after discussing it with others at his company decided not to.  They signed the terms and conditions...

that fully explained the limited liability.  They are now asking for their claim to be paid anyway.  If they had purchased the additional coverage, we would not be having this conversation  This would be the equivelant of deciding not to purchase car insurance, getting into an accident and then contacting Allstate to see if they would be willing to pay the claim.

First, I would like to apologize for the extremely poor service on your shipment.  We handle thousands of shipments a year and it is extremely rare when one goes as poorly as this one.  We will absolutely issue a full refund to the credit card on file.