Transit Systems Inc.(TSI)

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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 conflicted.I 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 be.I 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 was mistaken in my initial response, the carrier did not do any packing. I have reached out to them for a response to the complaint. Please keep in mind that these crews are over the road drivers and have several pick-ups and deliveries that they are responsible for. There is a lot of logisitcs involved and on occassion, loads need to be rearranged to fit into a particular trip route. Although it is rare, human error does occur and items are mistakenly delivered to the wrong client. From the carrier:This was a last minute book that we picked up. With the cable wires it is the requirement to make sure that the
cables are higher than 13’3” to allow for safe passage of trucksOur drivers
responsibility is to make sure they don’t hit what’s on the roadIf she
contacts their local utility company they should take care of it with no
charge. She was scheduled to deliver on the evening of the 26th
or the first thing on 27thShe contacted your office at AM on
the 25th to see when would be coming at that point it wasn’t locked
in but we texted to the drivers to give her a call later in the today which she
states occurred in her complaint. As far as the crushed boxes we have sent her claim forms and we
will address the claim once we receive them backOur claims department spoke
to her several times last weekWe always say in our chargeback that we can not
process the claim until funds are verified and payment is received in whole so
it is important that this chargeback does not prevent us from moving forward
with this and they release the funds to youAlso our office did not provide
any packing services for this customer which seems to be the majority of broken
items
We have also been in touch to pickup the items that were
incorrectly deliveredShe left them on the back porch because she is no longer
in Florida

I have already addressed the customers concerns when he attempted to issue a chargeback for the full amount through his credit card company. The credit card company sided with us because we provided them with the documents that I have attached. The invoice, terms and conditions and
digital signature show that the charges are legitimate

Job number *** was booked at
$including the flight of stairs
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

We spoke with our customer this morning and he apologized for his son's (the complainant) behavior throughout this. The shipment delivered this past Saturday and was within the timeframes that we had quoted. Our customer is extremely satisfied with the service even if his son is
not

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Complaint: ***
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 brokenFor Kim to state that the mirror was being repaired by *** 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,
*** ***

Our insurance company will not cover televisions that are shipped in the "less than truckload" environment because the likelihood of damage is too great. We warn customers that if they decide to ship a television that way it is at their own risk

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Complaint: ***
I am rejecting this response because: This company has total lack of customer serviceIf I had received any help when I was assured by Kathy at Transit systems that they "NEVER" loose items or if the company would accept the blame instead of saying it was the carriers fault or my fault for not getting insurance I might feel they had made an effortMy main goal of writing the Revdex.com which I have never done before was to warn other customers to not use this companyto think they would charge me for items they lost is laughable and shows what a terrible company they areI hope they enjoy responding to social media.
Regards,
*** ***

I have attached the terms and conditions and the digital signature of the terms and conditions. There was no insurance on this shipment

[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,
*** ***

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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 adjustment.Jerome F* Jul 23to 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 12to ***Jerome,This got confused, I believe.I 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 lb.Can 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 contract.Hope 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.***

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 transport.Nowhere in that definition does it say that we guarantee shipments will not be damaged. It is extremely rare(3%) but it does happen

We apologize for the damages to your shipmentHowever, you elected to chose the carrier limited liability of cents per pound and declined the additional coverage that was offered. The majority of our customers elect the additional coverage and your claim would have been paid if you
had. Unfortunately, there is nothing that we can do other than the offer of $(which is well above the cents per pound). Please see attached invoice, terms and conditions (that explain the limited liability) and digital signature of the terms and conditions

The carrier is currently doing dock searches at all of their facilities across the country. Unfortunately, the process is time consumingRest assured that they are doing everything possible to locate the crate so that they can get it delivered

We have been in business for years and have never had our license revoked. We make it clear up front that our carriers handle several pickups and deliveries on each run that they do and customers need to have flexibility because of the logistics involved. We attempted to
accommodate your tight time frame with a local provider and despite our best efforts, they simply dropped the ball. We sincerely apologize, appreciate your service to the country and issued a full refund yesterday after getting off of the phone with you

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 Complaint: [redacted]
I am rejecting this response because:Where's the proof that the pallets weighed 70 pounds; is there an affidavit or letter from Transit stating this exact weight? And even if it was 70 lbs, that's 70 pounds that I should not have been charged; no matter how much it is. First Transit Systems says i'm not charged for the pallets, now they say I AM charged for the pallets. And you said yourself that after looking at the pictures of the pallets, you agreed there's no way 5 pallets could equal 70 lbs combined.Transit System needs to provide evidence that counters the invoice that I have showing the additional weigh included the pallets and not specifying the weight of the pallets or differentiating the amounts.
[redacted]

I have attached a copy of the invoice that contains the inventory that was given to us, along with insurance values per item.  There is not a TV listed on the inventory.

The customer was booked
at 1500  lbs.  We only charged the card one time when the order was
booked.  The customer called in and spoke to several sales reps before
booking.  1000 lbs. was discussed, but it booked at 1500 lbs.  There
were 43 medium boxes.  Medium...

boxes are estimated to weigh 35-40 lbs. each. 
So the quote based on industry standards is what we used.   The
customer booked at 1500 lbs and we charged him for this weight one time.

Okay.

We tendered this shipment to our partner, [redacted] who is a nationwide carrier with an excellent reputation for handling shipments carefully.  They handle close to 3000 shipmets per year for us and less than 2% are damaged in any way.  Clearly, they dropped the ball on this one and...

we offer our sincerest apology.  We have filed the claim with them for their portion of liability and we are in the process of issuing a full refund of the charges that were paid to us.