Transit Systems, Inc.

[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:I can understand that Kim wants to prevent further monetary loss for her employer.  As a business owner I know that one cannot always satisfy ones customers.  Transitsystems entered in a professional contract to transport one item.  I had called many different movers that stated that they did not deal with antiques or that they needed to have a certain weight to be able to provide moving services.  I was happy to be told by companies that could not handle the move for one item that they were honest and told me so immediately.  Transitsystems is not an honest business.  They do not provide a service.  Their goal is to work as agent to find services.  Yet when they cannot deliver they pull back and state that they only locate the movers.  This way no one is accountable for the consumers loss.  This is completely uncacceptable.  I never at any time told Kim that I did not want the  mirror replaced.  Her company failed to communicate with the subcontracted moving agent to know where or when the mirror was actually broken. For Kim to state that the mirror was being repaired by [redacted] is an absolute lie.  The mirror would have to be ordered and sent.  Their are mirror companies on the internet that deliver all over the United States.  Not transporting the fireplace surround to wait for a mirror that had to be custom ordered is not a reason for the fireplace surround to have further delay.  I was having a special 1920's party where the fireplace was to be the center for photos.  The item still needed to be prepared for the party which could not be done because Transitsystems did not even know where the mirror was.  This is when I tried to contact my xhusband to locate and move the item for me.   This is when Transitsystems immediately charged my credit card for the remainder of the move.  When I had made agreement with Jerome from Transitsystems I specifically told him that I would only pay half so that if there was were to long of a delay  I would find another mover and try to recover any losses later.  Transitsystems are unaccountable for the items of the client.  They never intended to give me any refund until they saw that there was already a complaint with the Revdex.com.  Again I paid for a move from Cleveland Ohio to Woodland Hills California for an antique  fireplace surround with an antique mirror.  The mirror as seen in the photos is very large and is most of the charm of the fireplace.  Transitsystems could not deliver so they should have to pay for a replacement mirror and the moving fee.  They provided nightmare service (rudenesss, sneakiness, unaccountability and completely irresponsible.)
Regards,
[redacted]

The federal government limits liability for carriers to 60 cents per pound.  We offered you additional coverage in the event that something was damaged or disapeared regardless of the reason for the damage.   You took advantage of the free insurance that we provided to cover your...

china cabinet.  Based on the inventory that you gave us, you did not tell us that you were shipping a mirror or the crew would have been prepared and there would have been a charge to pack it properly.  The majority of our customers pay for the additional coverage to protect themselves in the event of damage.  It is not fair to them to pay claims for customers that did not purchase the additional coverage.  As a show of good faith, we would be willing to refund $100 to the credit card on file.

We recently used Transit Systems and were very happy with their service. We found their customer service to be excellent. The delivery men were very reliable and careful with our delivery. We would use this company again.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Transit systems picked up my shipment in Az to be delivered in Ky in 15 business days. After a dozen calls unreturned by Brian M[redacted] & his female supervisor I finally got dispatch to admit they had damaged 2 items of 5. They delivered 3 after over a month. One damaged piece arrived over 3 months later. Another piece was lost- well stolen. They didn't communicate at all or offer me any restitution, explanation , nothing. The item that was damaged and the stolen item were from my father & sister who had passed away. I can't tell you how poorly this company handled my business.

We took half the
payment up front to book the job and then charged the balance after pick
up.  The mirror was missing by the carrier and then...

also was
damaged.  She didn’t want it to be repaired by [redacted]’s repair team. 
She wanted it delivered.  They delivered the item. The customer didn’t
have carrier insurance.  We submitted a limited liability claim and that
amount was $180.  We then felt badly because of her experience and the
damage to her family item we also refunded her $50 additional.

It’s disappointing that the
client has decided to take this action and attempt to deface our reputation
with lies.  We have been in...

contact with her on numerous occasions through
email and by phone.  We have stacks of emails and notated phone calls to
back this up.  The only time we refused to email her was when she still
contacted us about refunds (which she claims here she has given up on) and we
were aware of this complaint- it is best to handle these issues through the Revdex.com
from this point forward.  She’s also lying about the time frames. 
Our terms and conditions are clear that it generally takes 10-15 business days
for pickup and 15-20 business days for delivery- her items were delivered on
the 20th  business day.  She had the quote for a few weeks
and dragged her feet on booking, booking days before she had to have it picked
up- which we made happen.  We have emails from Isaac (her sales rep) to
her explaining that it takes time and that our drivers are over the road
trucks.  The routes are usually made a week in advance, at best, never
months in advance.  There would be no way for us to know upfront exactly
when things delivered.  If that were the case, we would have many more
happy customers as we would know at the time of booking exactly where their
pickups and deliveries would fall on the schedule.  As our system stands
today, that is simply not possible! 
 
Yes her 2nd payment
was taken, it is our system to take ½ payment at the time of booking and ½
payment between pickup and delivery.  We did tell her we would discuss
compensation due to inconveniences after her shipment delivered but we only
discuss these options after delivery and after full payment. 
 
She did request to speak to
someone besides Isaac because she insists that he is unprofessional, though we
have yet to see any proof of that.  He stayed in touch with her, even when
he was out of the office due to illness, and brought any issues to the
attention of our resolution team as soon as they surfaced.  We apologize
that Ryan was away on vacation during her issues with delivery and damages but
Tim, Megan (whom the client insists is a secretary but we’ve told her time and
time again that she is a support rep and resolutions specialist, we have no
secretaries in our entire company) and Jessica were in touch with her nearly on
a daily basis.  She reported the damages on the 6th of July and
we immediately reached out to the insurance rep who would handle this.  We
told her that these claims take time, but within 2 days she was demanding a
response- that doesn’t happen with any insurance process.  We acknowledge
that there are issues with damaged and missing items, and we apologize for the
inconvenience that causes.  Our team is working to find the items and at
this point she should have heard from the insurance company on how to file the
claim.  We will do what we can to assist her in this process, but we are
not the insurance company, we cannot force them to work faster or to give the
results she expects.
 
As for her friends move, we
cannot change our competitors pricing or systems.  We have our system and
we are very upfront about time frames and how things work.  If she was not
happy with the quote and time frames, she should not have booked with us. 
 
We have not “gotten away” with
anything.  She purchased insurance, she has to wait for the claims
process.  She spoke with several of our reps on many occasions and though
she’s now lied to the Revdex.com stating that she is no longer contacting us, she has
continued to contact us.  We picked up and delivered in the time frames
that we laid out for her and even rushed to pick up her order within a few days
of her booking.  We’ve done everything we can to make this client happy
but nothing will satisfy her short of a full refund- which she will not receive.
 
Response to desired
outcome:  we have submitted her claim and have no control over it as we
are the moving company, not the insurance company.   She has blanket
coverage so everything that was shipped should be covered but it will
ultimately be up to the insurance company to decide what is paid out.

This company was attentive and efficient every step of the way. From the first voice on the phone, to the last mover and followup after delivery, I was impressed and pleased with the excellent customer service provided. I can highly recommend Transit Systems for anyone who desires a seamless moving experience.

Transit Systems answered all my questions professionally before I engaged in business dealings with them. They were early to pick up my shipment and on the other end they were prompt. It was a great business experience.

I used TransitSystems to move a small storage unit contents from Pasadena,CA to Water Valley, Mississippi. It was an excellent experience, and it was done quickly, safely and efficiently.
The company communicated by email and phone, and was prompt at pickup and delivery. They packaged some of the items, and loaded the rest. They delivered up stairs and into a house within 20 minutes. The entire transaction took 2 weeks. It was a perfect transaction.

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.

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

My experience with Transit Systems, Inc. was very favorable from start to finish. First I used their online service calculator to get an estimate, then I fine tuned that estimate with a phone call to the TSI agent assigned to my quote. She was awesome, helped me narrow down the amount being moved and the cost including home pick-up and delivery to a 3rd floor, no elevator on premises, apartment! TSI's service was great and far less expensive than local vendors. The boxes were collected and delivered on time with no losses and no breakage. I highly recommend TSI's services, they made our move as near perfect as is possible.

Transit Systems exceeded any expectation I had for a moving service. My large sectional couch traveled from Iowa to Los Angeles in 1 months time. The two men who dropped it off were so pleasant, got the job done in record time (with record heat outside I might add!) and made sure I was satisfied before they left. Will definitely use Transit Systems again and recommend to all my family and friends.

Review: Transit Systems, Inc. is not a good moving company. There driver came to the location to pick up and deliver my furniture on moving day and then refused the job. Transit Systems would not refund my money.Desired Settlement: Refund $50.00 - driver cancel and refused the job.

Business

Response:

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.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: the driver of the moving company refused to transport 2 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 $50.00 cancellation fee be refunded back to me.

Transit Systems was great to work with. They were very helpful with my last minute shipment and catering to my tight schedule. The pick-up and delivery were right on schedule.

Extremely easy and very satisfying experience shipping furniture from the east coast to Colorado. The quote process was painless, and once I decided to ship the furniture everything went like clockwork. Furniture was packed and protected extremely well, and arrived in great condition.

I have used Transit Systems to ship my King Mattress and found their rates lowest. Also, the service was great and person handled my shipment request is also very helpful. He provided all possible options for the shipment and the mattress was picked up and delivered in timely fashion without any issues.
I recommend Transit System for any kind of shipment needs.

Review: I paid 750 dollars to freight my washer and dryer to my sister in Washington state, on july 21st they showed up and took my merchandise, I expected to receive the item with in a timely matter .... well, it is sept 4th and I still have not received the washer and dryer... worse is that I emailed three week ago and my merchandise was in LA and they said it was going on a truck and should be their on the 25th of august... now it was the 2nd of sept and we are calling and they are saying oh were going to call them then call you back... well no call back, no update on what is taking so long, no call back again!! how exactly does it take weeks to drive from LA to Washington!! and then when we are calling they don't even have the courtesy to call us back... I spent a lot of money they are not doing me a favor.Desired Settlement: I feel that I was taken advantage of , its hard enough being in the military and moving constantly I paid this money so I did not have to worry!! But, now they have forced me to track them down for a update on something they are more then late with!

Business

Response:

I would be happy to respond to the complaint but I need information to find this shipment in our system. The complaint did not list an order number or a last name so it is impossible for me to do the research.

Review: The services I purchased were about 10 weeks ago, the pickup of my order was to take an estimated 2 weeks and after about 6 weeks with me calling Transit many times and threatening to cancel my order it was finally picked up. Now my brother is waiting for the freight to be delivered and it's been about 1 month, not the estimated 2 weeks. I called Transit which they said the delivery status would be checked and call me right back, that didn't happen. So I emailed them through their website about the issues and requested a refund and no reply. The customer service staff was friendly and tried to be helpful when they called back but there are some obvious operational issues. Paying over $900 for a service should carry some weight and require quick resolution, I did not receive the service advertised/informed of. They also have my cell phone number and my brother's along with my email from the quote, so lack of communication won't work as an excuse. I had to estimate complaint dates but they were many and stretched over time.Desired Settlement: $200

Business

Response:

We sincerely apologize for the delays and will issue a $200 refund to the credit card on file.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,