Transit Systems Inc.(TSI)

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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.  Thank you very much for clearing this up, we really appreciated your fast response and willingness to look further into this matter. 
Regards,
[redacted]

The paperwork shows that "itemized" coverage was purchased.  There is only item that had a value attached to it and that was the hutch.  All of the other items had a value of $0 assigned.  As a show of good faith, we will issue a $200 credit to the credit card on file.

[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: the company did not abide by their terms of agreement to deliver by June 8th and we had damaged merchandise. Unacceptable. Regards,[redacted]

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 Complaint: [redacted]
I am partially rejecting this response with caveats because:1) We have been in business for 27 years and have never had our license revoked. RESPONSE:  I did initial research over the internet to see if this company could provide a service I requested.  Once I started running into coordination issues with TSI and its carriers, I began to question the trust and integrity of the company.  Upon further research there is a statement stating TSI had its license revoked on 11/23/2003.  While I cannot verify the accuracy of that claim, there are enough complaints about that it had merit.  The source of that statement came from [redacted].  However, I accept the response that TSI provided above since I cannot verify accuracy of the web reviews and I have to trust that a company knows whether or not its license has been revoked.2) We make it clear up front that our carriers handle several pickups and deliveries on each run that they do and customers need to have flexibility because of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.RESPONSE.  I absolutely reject this statement.  First, Brian M[redacted] did not go over the contract with me at the time of purchase even after I stated I was in the military and I have a very tight schedule.  Next, Brian M[redacted] told me everything is in the contract.  Section 3, Statements 1 and 3 of TRANSIT TIMES in the contract are misleading and does not provide detailed enough information about me not having any choice in terms of coordination from the shipper.  Below are the terms in the contract with my interpretation in parenthesis.TRANSIT TIMES“This shipment will be handled by an over th...⇄ (I understand this statement but it does not state how my shipment will be picked up, when it will occur and what restrictions are placed on this shipment and TSI did not provide details at time I signed the contract.)“Dispatch will call 24 – 72 hours in advance to coordina...⇄ (I acknowledge I will get a call 24-72 hours in advance but the key word is too coordinate.  The shipper called me to tell me the date and time of pick with no ability to make any changes.  I either had to accept or not accept the date and time and then wait 3-4 weeks later hoping that a pick up time will work for me.  That is not “coordination” in legal terms and is quite misleading in the contract and with no further explanation from TSI and the carrier would not be flexible enough in allowing me to move times to accommodate my military work schedule.RECOMMENDATION:  Provide necessary training to call takers to make sure they explain what the terms of the contract means especially when the customer may have scheduling concerns.  I would have been much more reluctant to accept the contract knowing I had no say in my delivery date unless I provided an additional $350 for premium service to set my date/time of my choosing to accommodate my schedule.  Had I know that from the beginning, I would have gone with a competitor who was offering the premium service at a slightly lesser charge but still provide  premium service of my date/time of my choosing.3)  We attempted to accommodate your tight time frame with a local provider and despite our best efforts, they simply dropped the ball.RESPONSE:  I accept this statement.  It was only after two unsuccessful and frustrating attempts of trying to schedule a pickup did TSI provide me the option of a premium service for $350 more to set a date/time of my choosing.  Had TSI explained this to me in the beginning instead of leaving it to me interpreting the terms of the contract on my own, and then later upgrading to premium service only after calling back for more help since I could not align dates, I might have been more forgiving when the local provider failed.  4) We sincerely apologize, appreciate your service to the country and issued a full refund yesterday after getting off of the phone with you. RESPONSE:  Apology accepted and I acknowledge the refund.  Because other reviews state that people have had problems with refunds.  I want to keep this complaint open until it actually enters my account (I realize it also depends on my credit card company’s processing time).  Overall once I get my money back into my account and TSI considers my training recommendation, then I will consider this event closed. 
Regards,
[redacted]

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 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]

Our white glove service includes a 2 man crew handling inside pickup and delivery with blanket wrap preparation of furniture. We absolutely take extra care and have an excellent track record with our shipments, less than 3% of 9000+ shipments had issues in the last year. It’s unfortunate that this...

shipment fell in that 3%. At the time of booking, our client was provided an option for insurance and she declined the offer. When we were told about the damage we did offer $200 towards repair work as a good faith gesture since she did not purchase coverage for the shipment. The client turned down this offer. We are also working on finding her chair. When shipping more than one piece there is always the chance of human error and a piece may be separated from the rest of the shipment. Our crew is going through the pickup and delivery terminal and we’re confident it will be found and returned to the client.

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 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 upTt 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]

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 Complaint: [redacted]
I am rejecting this response because: My signature was not attached.  Regardless this is still not addressing that I was never advised in any of the phone conversations that TV's were not recommended to be shipped via your company, or that the items would have arrived fine had the fragile labels not been completely disregarded when placing the boxes on the pallet.  None of this changes that fact.  I am not going away.
Regards,
[redacted]

You paid for a priority pick-up because you needed to get the belongings out by a specific date.  We met those conditions and the charges still apply.  Time in transit is not guaranteed due to the fact that the delivery drivers have several loads on their trucks and cover large areas which leaves the possibility of delays as a possibility.

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 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
The boxes were soaked, crushed. This had nothing to do with my packing up. First I was given a date a week away and then Transit System said  can we come tomorrow. I said "Yes". Half hour later a trucker driver called can we pick it up today. I am about 20 minutes away. I again said "Yes". Transit System said I was not ready. Everything was ready. Again the drivers took out a bunch of people stuff and put it in my driveway. If it took then 4 hrs it was not because of me. I have pictures of stuff that was delivered. They keep pointing that I packed it. It did not matter who packed the boxes where soak and crushed. If it had been a few things Then I would of let it go. It is just about everything. I had a caretaker open the condo so they could put the boxes in. She sent me pictures of the boxes and road iron table again CRUSHED, SOAKED AND LEG ON THE TABLE BROKEN. I liked them to explain the soaked boxes.I will not stop until I get something back for my lost. I have had stuff moved a lot and I never saw such a mess. This Company should be ashamed of them self.

TSI Job #:[redacted] Quoted On:03/28/2016 Booked On:03/28/2016 Service Booked:WhiteGlove Shipment (P/U) Date: Thursday, April 14, 2016 Pickup Location: Sugar Land, TX 77478 Quoted Shipment Weight:500.00lbs Estimated Delivery Date: [redacted] Shipment Destination: Farragut, TN 37934 Insurance Purchased:Moving...

Insurance SHIPMENT NOTES: Hello [redacted],Your shipment was picked up on 04/14/2016. Shipments are expected to deliver within 20 business days. Once the truck route is planned, dispatch will contact you 24 to 72 hours in advance with an estimated delivery date and time frame.Thank YouTransit Systems###-###-#### Note: We do our best to accurately track the pick-up and delivery of your shipment. Unfortunately, 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 make. There are many factors that can delay our crews and that makes it difficult for us to pinpoint time frames well in advance. Typically, you will receive a call 24 to 72 hours in advance of your actual pick up/delivery appointment with an accurate date and time frame.

Isaac’s (our carrier) committed to a June 4-8
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 4-8 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 18 (10 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.

The pallets were used to insure that your shipment traveled safely.  The total weight of them would have been 70 pounds and would not have made a major difference in the final price even if they were part of the final weight.

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 Complaint: [redacted]
I am rejecting this response because:
MESSAGE FROM BUSINESS:This is basically a rehash of the initial complaint but I will try again.1) Lost part of my shipment.  There were items that were misplaced and the carrier is in the process of finding them and redelivering them.I have not received one phone call, email, or contact from them in weeks.  Zero.  2) Didn't deliver on time.  As per the terms and conditionas that were sent and digitally signed, transit times are approximate and not guaranteed.  That being said we issued a refund as a sign of good faith.As discussed with the original person, if they couldn't deliver on time, I needed to use a different service.  I was told that I needed to have my shipment ready the following day so they could make it on time.  She was very aware of the timeframe requested.  3) Mixed my shipment in with other deliveries.  We handle small shipments and the only way to do that cost effectively is to conolidate with other small shipments.   If you wanted to have your items be the only ones on the truck, you would have had to pay for the whole truck and not just the small portion that you used.  The charges would have been in the tens of thousands.  The moving process in general is a huge logistical undertaking.  On occasion, things get mixed up or misplaced.  Usually, it is a result of human error.  To accuse people of stealing is an emotional response to an unfortunate situation.  It doesn't make it true though.I'm not talking about having my items on the same truck as other shipments.  I'm saying you literally had my shipment mixed into another section of the truck in someone else's shipment as evidenced by the fact that you had to drive the pieces you almost lost out to us on a second trip that we just received!  In other words, you did not even keep the shipments together inside of the physical trailer properly.As for stealing, one simply needs to read the carrier reviews for [redacted] on every site they are reviewed.  Clearly, I'm not the first person to be concerned about this.    4) Absolutely no sense of urgency to help.  There is a huge sense of urgency on our part because we don't like situations like this anymore than the customer does.Again, no proactive calls.  In fact, no calls at all.  No communication.  None.  So, I don't see how this involves a sense of urgency.  Not to mention, you told me you shipped my rug you mixed with other shipments via [redacted], and then didn't.  5) Doesn't return phone calls.  This issue is with the carrier and not us.  You contracted with us and all communications should have been through us, that is what we are here for.That's because the carrier didn't identify themselves to be separate from you until 2 weeks afterwards.  I've received no phone calls from either of you in two to three weeks.6) Still missing items (family heirlooms). The carrier is doing everything in their power to get these items to you and we are staying on top of them to see that they do.How would I know they are doing everything?7) Need I say more? No thank you.I think this is typical of the petty response and handling of the shipment by your company.8)  I requested this shipment through Transit Systems, Inc. They apparently contracted out to this company, [redacted] Moving with a reputation for stealing boxes. See number 3.9) The scheduler took my payment, and then left for maternity leave the following day. No heads up given there. We have an entire team in place to handle shipments once they are scheduled.  The fact that your sales person went on maternity has nothing to do with anything.10) I was told that this was white glove service, and not to pack anything. It was not. White Glove Service is a 2 man inside pick-up and delivery.  The carrier takes care of preparing furniture items for transport.  I'm not sure what "It was not" means.11)  I needed the shipment by May 4th. After they picked up the shipment (we had 24 hours notice if they were to get it there on time), I was notified by another person that the shipment would be late due to driver issues and truck issues. Now we were looking mid-week the following week. Finally, I get a call from the driver about May 6th. He can deliver the following day. Of course, that was an over-promise. He realized other shippers' items were in front of mine and couldn't get them off in time. Finally, I get the shipment May 9th. Missing two Persian rugs, and a box. One rug was located before they left. The other was not. It was mixed in with another shipment and had to go all the way back from Portland to Pennsylvania. Still missing a box. I was told by Sarah that they would [redacted] the rug to me. No follow up, nothing. This was last week. Apparently, though, due to the cost, management cancelled that. Unfortunate mechanical error and human error which was the other reason for our good faith refund.12) No call, no follow up. It is supposed to finally make it in June. Lastly, when you call them, they rarely return calls, they don't tell you when you are speaking with the wrong person (first talking to Nick, then Sarah, then was told to call Transit Systems after a week), and your lost items? Those are an inconvenience. They won't email you a claims form. Absolutely zero proactive communication here. So if you want to lose some of your shipment, a bunch of excuses, and a terrible experience all around, Donn Farr Moving & Storage is your go to. Otherwise, would avoid at ALL costs.  See number 5.13) Oh, and if anyone sees Box 51 (red sticker), let me know. Would love to have those items. Agree with some other reviewers that there is likely some theft going on here. It's hard to imagine it's sheer incompetence on this level.  It is somewhate libelous and also difficult to prove that someone would steal a box.  The moving process in general is a huge logistical undertaking.  On occasion, things get mixed up or misplaced.  Usually, it is a result of human error.Clearly, taking responsibility is not your strong suit.Asked for a refund, the manager, Jessica C[redacted], offered $200. Based on the terms and conditions that were sent and you digitally accepted, we were not obligated to refund anything.  We refunded the $200 as a sign of good faith and continue to work diligently to resolve your issues.We have been in business for 26 years and arrange approximately 10,000 shipments every year.  The overwhelming majority go off without a hitch.  When things do go wrong, we do everything in our power to resolve them as amicably and quickly as possible.I disagree based on the experience that I have had.  My attorneys are working on dealing with this as we have previously discussed.  [redacted], with [redacted] in Lake Oswego, OR has the info.  
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:  They are lying about many things, the canoe didn't arrive until the 18th of may, DENVER, CO (where it was on the 14th) is not Steamboat Springs, CO they only contacted the carrier after I called on the 15th.  I am Not questioning their bt insurance which I am at fault my question is WHY ARE THEY NOT CONCERNED ABOUT PEOPLE"S items being damaged and why is this a common business practice for them.  They broke the so called contract with their delivery time and the fact that I had to follow up with them TSI didn't do anything except take my money and run.  look at video after, shows date and I say the date that I received it.  Nobody EVER left me a message for delivery. I had to call multiple times have them check their daily logs.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:The insurance was sold to me as covering the entire shipment.  The accompanying invoice provided to me at the point of sale listed the insurance as a separate line item for 270lbs and $2,000, reflecting the full weight and value of all pieces included in the shipment.  As a result, the invoice matched my understanding from the phone sales conversation that all six pieces included on the invoice and in the shipment were covered by the supplementary insurance purchased.  I was further told, when the carrier's deliverymen damaged the furniture in front of me (see damage in attached photos) that the company would be in contact to assist with arranging repair and the insurance claim.
Regards,
[redacted]

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.  The pickup and
delivery of this shipment were delayed but our dispatcher did their best...

to
stay in touch with the client and let him know what to expect.  They did
the best they could to accommodate him but sometimes things happen that are out
of our control.  I did offer him a $200 refund for his inconvenience,
which has been processed (transaction #[redacted].)  Yes, the shipment was
put on a truck with other shipments because we consolidate shipments in order
to cut down on price.  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.  When I spoke to management to get a
clear indication of what was happening I was under the impression that John had
been notified of the change in plans, instead of [redacted] the rug he is
bringing it out on their next route to the west, it is expected to deliver next
week.  We are aware of the missing box and the carrier is doing what they
can to find it.  They are searching the warehouse and the manager has
contacted every client on the route to ask if it was mistakenly left with their
items.  They have confirmation from all but one client that it was not
left with them.  The remaining client refuses to go through the boxes,
which they moved to their barn, until they have time.  While we understand
this is an inconvenience to wait, we cannot force their clients to search their
boxes, we can only make the request and continue to check back with them. 
The insurance company will not allow forms to be emailed but they were mailed
out on the 19th and should have reached the client by now.  He
has $10,000 of insurance with a $500 deductible.  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.  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.  Otherwise, when
I spoke to him I did get back to him within the time frame that I told him I
would.
 
In response to his requests.  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.  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. 
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.  4-  The cost of the
missing items is an issue he needs to handle with the insurance company
directly.  The terms and conditions that were sent and difgitally signed by the customer are attached.

[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 although I disagree, I was wanting some sort of reimbursement, even just a small amount, for the poor business they conducted with me. I do not want to argue anymore, as this has caused a lot of stress in my life. I will agree to the terms of $100 reimbursed to the credit card on file.
Regards,
[redacted]

Interestingly enough, packing was not included as one of the services required on the work order for this job.  All items were to be packed by the customer prior to the driver's arrival.  That was not done and the 3 hours of packing that was provided (and mentioned by the...

customer) was not charged for (it would have been in excess of $400).  The carrier is in the process of settling the claim as per the terms and conditions.  The wires that were knocked down were done so because they were lower than the required height.  The customer's utility company should rehang them at no additional cost.  We regret the issues that the customer experienced but feel that $400 of free services is fair compensation.

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  $293.  The offer of
additional insurance was declined.  We regret the damage that occurred in
transit.