The customer did not note at time of delivery that there was damage on delivery He notified us days later that the item had damages The insurance needs notification either on delivery or within hours of delivery He missed his window to submit a claim The dispatch agent called the customer and did not hear back We called the dispatcher and confirmed the correct phone number Days in transit are not guaranteed but In good faith we refunded him $for the late delivery Days in transit are not guaranteed.The terms and conditions that were sent to him and he digitally signed are attached It pretty much clears up all of the accusations that he has made against us
[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: [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] ***
We were mislead by the driver who picked up the load. That is the sole reason we have overages. Perhaps your company routinely under estimates the load and then the drivers work the weight up....and it is a win win for the drivers and the company....and you tachoose not to believe the what the customer said they were told. I want to know what percentage of your estimates actually are within the estimated amount when the actual work is done. W are owed a refund....as the driver informed us we were underweight...when in actuality we were over. Please issue the refund.
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 $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,of insurance with a $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 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
We never promise specific time frames without checking with our carrier first and there is no proof that this was requested at the time of booking If she had noticed that it wasn’t on the contract at the time of booking then she should have called in immediately- I didn’t hear about this request until after it was picked up! Our terms and conditions clearly state that it takes 15-business days from pickup to delivery and we delivered in less than that- this picked up on 5/and it delivered on 6/( business days- we do not count weekends and we do not count Memorial Day.) The pickup was admittedly a mess Our carrier contracted a crew that behaved the exact opposite of how we would like them to behave They arrived in a rented van, instead of a truck, claimed they had never moved furniture before, and bribed our client for a tip in order to “not charge them extra for added on pillows.” The client called in in the middle of the pickup and I immediately went on the offensive, trying my best to fix the situation I had the carrier send us pictures and the inventory of the pickup to ensure that all of the items were there and packaged correctly The carrier sent me pictures mid packing and while I requested pictures of the items before they were packed and again to see the full packing- I never received them Since I’m not in the Midwest location I cannot force them to give me more than what I received We usually don’t provide these pictures for our clients, but I got them to try to set their minds at ease While I understand their frustration in not having exactly the picture they asked for, we were not required to submit them, and everything arrived in good condition, so why continue to complain about it? When I spoke to them during the pickup process I told them at the end of the shipment we would assess the situation and if a refund was necessary, we would process one I was not aware that this had delivered as they contacted the Revdex.com instead of contacting us and our dispatcher told us it would deliver this week- so it actually arrived early We would be willing to give a $refund for the inconvenience and concern that was caused at the pickup
We sincerely apologize for the inconvenience and the missing items It is certainly unusual that the delivery took longer than normal Most areas deliver within business days but it can take longer if traveling to a remote area and Lewiston, ME is considered remote As per the signed terms and conditions (attached), the only coverage that the customer had was the carrier limited liability of cents per pound ($21) on the TV stand (there is no bedframe listed on the inventory) We would be willing to refund $to the credit card on file as a sign of good faith
We will be contacting the carrier ( [redacted] ) today to get then to resolve the insurance claim The issue is that insurance companies require damages to be notated at delivery in order for a claim to be paid If there are extenuating circumstances, the claim could be reopened Days in transit are not guaranteed I can assure you that no one here would hang up on a customer on purpose
[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 meOnce I see the $in my account I will be fully satisfiedTo clarify, I had to sleep on the floor for two months while waiting for the bedThe bed did eventually arrive Regards, [redacted] ***
Insurance was offered but declined The insurance that we offer is through an insurance company and not the carrier The carrier has no idea or interest in who chooses the additional coverage and who does not As I said previously, it is extremely rare that items get lost The additional coverage that you declined would have covered you You signed and agreed to the terms and conditions that fully explained all of this Technically, the shipping charges are also still owed but we are refunding them in full
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 $ The offer of additional insurance was declined We regret the damage that occurred in transit
TSI Job #: [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 ***,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 ***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
[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]
The customer placed a quote on our website and he was the one that entered the value as $ If he had told us at any point that the item was worth $3000, we would have told him that the item would require crating in order to be insured That being said, we were in contact with him yesterday and we will be working on a fair solution
The customer did buy Moving Insurance Itemized coverage for a hutch with glass doors The item that was damaged was a dining room table There was no insurance on that piece The Terms and Conditions state that all orders are subject to extended timeframes and delivery dates are never guaranteed
Maybe it would be best to have your lawyer contact us in writing to let us know that he is representing you We can then have a discussion to see if our terms and conditions were met
[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: [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 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 directlyMy 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 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]
It is extremely rare that shipments are lost in the system but it appears as though our carrier ( [redacted] ) has done just that We will be issuing a full refund of the shipping charges
We specialize in handling small loads which means that there are several different shipments on each truck Those trucks cover a vast territory and occasionally there are circumstances beyond our control that will cause delays We make this perfectly clear throughout the quoting and scheduling process and ask that customers prepare to be flexibleWe never confirmed deliver for 7/ The email that was sent reads- “Your shipment is anticipated to deliver on 7/3/ Similar to your pickup, this is an estimated delivery date, and although unlikely, the information in this email is subject to change The dispatcher will call the delivery contact 24-hours in advance to confirm the date and time frame.” It’s unfortunate that [redacted] feels she was belittled by Kathy who was simply trying to explain that the email is clear in stating that this is an estimate and that the dispatcher will call to confirm the set delivery date The truck was running behind and could not deliver on the 3rd as our dispatcher had originally anticipatedThe customer called our support team times in less than an hour time frameMy guess is that she kept calling before our team had an answer and wasn’t given a chance to call her backBob is the operations manager and normally would not call a customer for these types of situations Support handles that, see above bullet pointThe box that was used for the TV was a mirror box which is the same dimensions as a TV box but telescopes to provide for varying lengths Unpacking and setting up the TV is not part of the service that we offerJessica takes full responsibility for not emailing the customer back when she spoke to her, it was a rare oversight on her part and inexcusable but she is only humanClaims are rare but unfortunately, do occur in the moving businessThe claim forms were mailed to her twice- now they’ve been sent to both her addresses The customer has informed us that she has been away from home training for a new job When she returns, the claim forms will be thereThe carrier is aware of the missing boxes and they are conducting a search If they are not found, they will be part of the claims process
The customer did not note at time of delivery that there was damage on delivery He notified us days later that the item had damages The insurance needs notification either on delivery or within hours of delivery He missed his window to submit a claim The dispatch agent called the customer and did not hear back We called the dispatcher and confirmed the correct phone number Days in transit are not guaranteed but In good faith we refunded him $for the late delivery Days in transit are not guaranteed.The terms and conditions that were sent to him and he digitally signed are attached It pretty much clears up all of the accusations that he has made against us
We will be refunding $to the credit card on file and we apologize for the inconvenience
[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: [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] ***
We were mislead by the driver who picked up the load. That is the sole reason we have overages. Perhaps your company routinely under estimates the load and then the drivers work the weight up....and it is a win win for the drivers and the company....and you tachoose not to believe the what the customer said they were told. I want to know what percentage of your estimates actually are within the estimated amount when the actual work is done. W are owed a refund....as the driver informed us we were underweight...when in actuality we were over. Please issue the refund.
Please see attached terms and conditions that were digitally signed Transit times are not guaranteed
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 $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,of insurance with a $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 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
We never promise specific time frames without checking with our carrier first and there is no proof that this was requested at the time of booking If she had noticed that it wasn’t on the contract at the time of booking then she should have called in immediately- I didn’t hear about this request until after it was picked up! Our terms and conditions clearly state that it takes 15-business days from pickup to delivery and we delivered in less than that- this picked up on 5/and it delivered on 6/( business days- we do not count weekends and we do not count Memorial Day.) The pickup was admittedly a mess Our carrier contracted a crew that behaved the exact opposite of how we would like them to behave They arrived in a rented van, instead of a truck, claimed they had never moved furniture before, and bribed our client for a tip in order to “not charge them extra for added on pillows.” The client called in in the middle of the pickup and I immediately went on the offensive, trying my best to fix the situation I had the carrier send us pictures and the inventory of the pickup to ensure that all of the items were there and packaged correctly The carrier sent me pictures mid packing and while I requested pictures of the items before they were packed and again to see the full packing- I never received them Since I’m not in the Midwest location I cannot force them to give me more than what I received We usually don’t provide these pictures for our clients, but I got them to try to set their minds at ease While I understand their frustration in not having exactly the picture they asked for, we were not required to submit them, and everything arrived in good condition, so why continue to complain about it? When I spoke to them during the pickup process I told them at the end of the shipment we would assess the situation and if a refund was necessary, we would process one I was not aware that this had delivered as they contacted the Revdex.com instead of contacting us and our dispatcher told us it would deliver this week- so it actually arrived early We would be willing to give a $refund for the inconvenience and concern that was caused at the pickup
We sincerely apologize for the inconvenience and the missing items It is certainly unusual that the delivery took longer than normal Most areas deliver within business days but it can take longer if traveling to a remote area and Lewiston, ME is considered remote As per the signed terms and conditions (attached), the only coverage that the customer had was the carrier limited liability of cents per pound ($21) on the TV stand (there is no bedframe listed on the inventory) We would be willing to refund $to the credit card on file as a sign of good faith
We will be contacting the carrier ( [redacted] ) today to get then to resolve the insurance claim The issue is that insurance companies require damages to be notated at delivery in order for a claim to be paid If there are extenuating circumstances, the claim could be reopened Days in transit are not guaranteed I can assure you that no one here would hang up on a customer on purpose
[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 meOnce I see the $in my account I will be fully satisfiedTo clarify, I had to sleep on the floor for two months while waiting for the bedThe bed did eventually arrive Regards, [redacted] ***
Insurance was offered but declined The insurance that we offer is through an insurance company and not the carrier The carrier has no idea or interest in who chooses the additional coverage and who does not As I said previously, it is extremely rare that items get lost The additional coverage that you declined would have covered you You signed and agreed to the terms and conditions that fully explained all of this Technically, the shipping charges are also still owed but we are refunding them in full
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 $ The offer of additional insurance was declined We regret the damage that occurred in transit
TSI Job #: [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 ***,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 ***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
[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]
The customer placed a quote on our website and he was the one that entered the value as $ If he had told us at any point that the item was worth $3000, we would have told him that the item would require crating in order to be insured That being said, we were in contact with him yesterday and we will be working on a fair solution
The customer did buy Moving Insurance Itemized coverage for a hutch with glass doors The item that was damaged was a dining room table There was no insurance on that piece The Terms and Conditions state that all orders are subject to extended timeframes and delivery dates are never guaranteed
Maybe it would be best to have your lawyer contact us in writing to let us know that he is representing you We can then have a discussion to see if our terms and conditions were met
[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: [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 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 directlyMy 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 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]
It is extremely rare that shipments are lost in the system but it appears as though our carrier ( [redacted] ) has done just that We will be issuing a full refund of the shipping charges
We specialize in handling small loads which means that there are several different shipments on each truck Those trucks cover a vast territory and occasionally there are circumstances beyond our control that will cause delays We make this perfectly clear throughout the quoting and scheduling process and ask that customers prepare to be flexibleWe never confirmed deliver for 7/ The email that was sent reads- “Your shipment is anticipated to deliver on 7/3/ Similar to your pickup, this is an estimated delivery date, and although unlikely, the information in this email is subject to change The dispatcher will call the delivery contact 24-hours in advance to confirm the date and time frame.” It’s unfortunate that [redacted] feels she was belittled by Kathy who was simply trying to explain that the email is clear in stating that this is an estimate and that the dispatcher will call to confirm the set delivery date The truck was running behind and could not deliver on the 3rd as our dispatcher had originally anticipatedThe customer called our support team times in less than an hour time frameMy guess is that she kept calling before our team had an answer and wasn’t given a chance to call her backBob is the operations manager and normally would not call a customer for these types of situations Support handles that, see above bullet pointThe box that was used for the TV was a mirror box which is the same dimensions as a TV box but telescopes to provide for varying lengths Unpacking and setting up the TV is not part of the service that we offerJessica takes full responsibility for not emailing the customer back when she spoke to her, it was a rare oversight on her part and inexcusable but she is only humanClaims are rare but unfortunately, do occur in the moving businessThe claim forms were mailed to her twice- now they’ve been sent to both her addresses The customer has informed us that she has been away from home training for a new job When she returns, the claim forms will be thereThe carrier is aware of the missing boxes and they are conducting a search If they are not found, they will be part of the claims process