Transit Systems Inc.(TSI)

There was a miscommunication regarding the reporting of this claim to the insurance company. We contacted the insurance company again yesterday and they are going to go ahead and process the claim now. We are sorry for the confusion and the inconvenience

The driver is not the expert, the representative from TSI that you handled the transaction with is the expert. The supervisor responded back to us by saying that the driver claims that he never said anything to you regarding the weight of the shipment. Unfortunately, our hands are tied

[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 as Answered]
Complaint: ***
I am rejecting this response because:So basically, I just have to accept the fact that everything in my complaint is ok? Them being hours late, me having to pack and move all of my items by myself when I paid for someone else to do that, them being so late that they couldn't wrap or pack my items with me and also not do the inventory listing with me, more than half of my items being destroyed, them being so late the morning of arrival in San Diego that I was charged fines and resulting in us again having to help them (there was no pickup or drop-off before mine that day), them taking NUMEROUS smoke breaks which again resulted in fees and us having to help them, and then most importantly not getting any responses when I tried to handle this internallyI asked to speak with a manager I don't know how many times and had a lawyer reach out and I never got a responseI understand that there are variables when it comes to moving but the extent of these variables is not acceptableWhen you pay for someone to wrap, pack and deliver your items without being destroyed, that is what you should expect to getI didn't get any of these services.
Regards,
*** ***

The terms and conditions clearly state that all orders are subject to extended time frames and you agreed to that when you signed the terms and conditions. The only item that is listed on your inventory that is missing is your TV stand. You are stating that your bed frame was not delivered but that was not on your inventory at the time of booking. Your box spring and mattress were delivered so I'm not sure why you had to sleep on the floor. All of that being said, we will refund $to your card on file

I just reviewed the paperwork from the carrier and agree that the weight could not have been more than pounds. I am going to issue a credit back to the card on file for the $(assuming that *** has not already done so). I apologize for the mix-up. John T***Director of
Operations

I have attached the invoice and the terms and conditionsI highlighted the section of the terms and conditions that explains that the weight on the original invoice (which was pounds) was just an estimate and that the final charges would be based on the actual weight. The actual weight
was pounds and the additional charges were placed on the credit card on file as per the terms and conditions. Unfortunately, the driver spoke out of turn and clearly had no idea what he was talking about when he mentioned that the customer had paid for pounds (it really doesn't make any sense on any level and we have reported him to his supervisor). In a perfect world, drivers would simply do their job and not interject in areas that they are not familiar with

Due to human error, the carrier had marked this as delivered. The error was not discovered until the customer contacted us for the first time last Friday to find out where the clock was. The clock I is scheduled for delivery this week. Our paperwork is very clear that delivery
times are not guaranteed and refunds are not given when shipments fall outside of the approximate time frames that we give. Again, this was simply a case of human error and nothing sinister. As soon as we were contacted, we discovered the error and remedied the situation

We have been in business for years and handle approximately 8,shipments each year. The overwhelming majority of them go off without a hitch. When there are issues, we do our best to resolve them in a fair manor. I can't help but to feel that this whole situation could
have been avoided if the customer had read his invoice and terms and conditions. He admitted to receiving them but said that he did not read them. I have attached a copy of the invoice and the terms and conditions. You will see on the invoice that we will be issuing a full refund. You will also see the items listed and a value assigned to each one. Normally, we would be able to listen to the phone call to hear the conversation between our sales representative and the customer but this dates back to June and our system only holds recorded calls for days. All that leaves us is the paperwork to go on and again, if the customer had read it and called back to say that the values were in the range of $to $that would have changed the way that we handled the shipment. For one thing, we would have required crating. We had offered a 50% refund but are now willing to issue a full refund just to be done with this,

From the owner of *** *** Moving: This is the one where we sent the claim settlement letter on the other day The pickup was the 2nd in the dayThe first pickup filled up the truckSo we rented a second truck to make sure everything was covered and also went to *** *** ***
miles down the road and bought additional equipment to make sure everything was protectedThis lady watched everything… she made tom get us pictures of everything in the truck the next day all protected in which they were sent overMy insurance company says the COI at delivery was sent July 22nd and again to Avery on the 26th so I don’t know what the issue was there At delivery the boyfriend was completely belligerent with the movers having to be told several times to settle down by his gf Claim form was received August 19thRepair company was sent out for estimate on the 24thAnd customer was paid based on their recommendationI have attached a copy of the claim settlement letter from last weekAlso attached are the inventoriesNot a single item was notated as damaged on there or the bill of lading yet we addressed all of the damagesIf it was such a disaster at delivery wouldn’t there be notations? I think we went over and beyond on this one Hope that helps…***

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 ***’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 $additional

A chargeback was issued on March 2, in the amount of $954. The funds were removed from our bank account on that day. I have attached the form that we sent to the credit card company telling them to refund the customer

I agree that an inordinate amount of time passed from the time of pito the time of delivery and again it was due to human error. However, it took less than a week after you contacted us to discover the error and have your clock delivered. I'm unclear as to why you waited so long to contact us because we could have resolved this a lot sooner if you had. $is more than fair.John T***Director of Operations

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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: Please see the attached file which is my response to the company There response to me was very rude, hardly apologetic, and did not go far enough to rectify the pitiful performance of their company I feel that the company owes me a third of the cost I paid for the move ( I paid $1,and one third of that amount would be $453.44), which, by their own admission, was "a mess"
Regards,
*** ***

[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: On June 11, I rejected your initial response, including the $"for the inconvenience and concern caused at the pick-up"You ignored this rejection and on June had $returned to my credit cardI contacted my credit card company and told them that I wished to refuse this credit I suppose you thought that by forcing $down my throat, you would make my complaint go away That is not going to happen I do not appreciate you suggesting that I made up the May 28th date for the furniture delivery I take very seriously the Revdex.com's request to provide a truthful account of what transpired Instead of questioning me, you should be questioning Steve S*** as to why he is promising potential clients things that he obviously can't deliver After the items were picked up, I was merely restating the May 28th date to Jessica C***, not making a new request As for your use of the term "steak dinner" to describe your company's service, this is laughable Transit Systems is ultimately responsible for the carriers you hire by subcontract to move your clients' valuables The movers you contracted to pick up my son's furniture were, by their own admission, not used to moving furniture They were completely unprepared to wrap the items being moved and did not do so One of the men also asked for a tip to insure that your company would not charge me extra to move pillows that were part of the sofa For the record, pieces of the bed frame were broken as was the base of the dresser when the items were delivered My son was at his new job when the items came He has a disability and did not notice the damage when he came home My husband and I saw it when we arrived June to help celebrate my son's birthday So no photos were taken at delivery, but the damage did indeed occur sometime after the items were picked up in Madison, WI You try very hard to push the purchase of additional insurance when you are finalizing the contract, stressing that you are only insuring cents on the pound as part of your moving fees Even though we paid for your "white glove service", that obviously doesn't guarantee that furniture will be handled carefullyTrue white glove service must come with the purchase of additional insurance Bottom line here is my son did not receive the service at pithat was promised and your company made no response to my personal plea on May to make things right In your June message you say "This is the final response!" you are going to make on this matter Well then you will have to understand that this complaint is unresolved I do not accept the $refund that your company misguidedly believes is an adequate way to address very substandard service Regards,*** ***

We have been in business for years and arrange for close to 10,shipments per year using a select group of national carriers. The drivers that are assigned to do our pick-ups are responsible for up to pickups per day. On occasion, they miss the assigned pickup. It could be
because their truck had mechanical issues, or because it filled up before they could get to the assigned location. This happens rarely but it happens more in New York City than just about anywhere else. For this reason, we cannot and do not guarantee pick up or deliveryThis is explained over the phone and in writing in the terms and conditions that we send at the time of scheduling. Those would be the terms and conditions that explain that if a customer cancels, they are charged with a fee. Those would be the terms and conditions that the customer was asked to agree to by clicking on the attached linkThe customer did not accept the terms and conditions but clearly received them

We apologize for the box being lost and will refund $to the credit card on file. it usually takes to days to show up on the credit card statement

Carrier liability is limited to cents per pound and that is why we offer additional coverage. The majority of our customers purchase the additional coverage. This customerafter 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 of all, this customer did
not purchase insurance and only had limited liability. On April 29th
I got involved and found out that the mirrored panel had broken (per *** at
***) and that they were in the middle of repairing it. When I let the
customer know that they were in the middle of repairing it, she indicated by
phone and email that she wanted the fireplace surround immediately and that she
did not want to held any longer. I told her that if we did this, we would
not be able to repair it and that she had limited liability insurance so ***
was actually doing more than they had to do. She indicated that she did
not care but wanted her piece. *** delivered the fireplace surround
without the mirror. Apparently, customer expected the mirror to arrive
with it or a little while after. *** was not going to do that because
she had stopped the repair. I indicated to the customer that we would
requested a limited liability claim because she had no insurance. I also
told her because of the inconvenience and delay, we would refund her $50.
If all went well, she could expect $limited liability claim paid if they
paid her for the whole weight of the item. She did not feel that was good
enough and wanted us to pay for the repair of the mirrored panel. She
contacted several repair people that would not repair it and one that said he
would only repair it if it had a frame around the mirror, that it should have
had one all along. This didn’t have it when we shipped it. The
customer indicated that she wanted the total cost of repair, which was $380, I
believe. I told her that we would not be able to do that since she didn’t
have insurance; and since she didn’t accept repair by ***, they would not
provide the $0.60/lbfor the whole thing, but instead gave us $for service
failure, which I turned into $from us. This she said was not enough
and that she was very good at suing and intended to that and complain to
everyone until she got her way
Several other customer support
people handled her at the beginning and I’m sure they could add to this.
I have kept all the emails and could print them off or send them as back up
Kim T

The refund was processed on July 6,