Pak Mail

Friday, March 25, [redacted] Revdex.com Corporate Office La Posada Drive Austin, TX In response to the complaint ID number [redacted] , I am submitting this file along with proof of payments in the amount of $1,and $to [redacted] and CompanyThe first six pictures below offer a visual summary of the item and how we packed it here at Pak Mail The two pictures following show the damage done by the freight carrier [redacted] had a person stop by our store previously to leaving the item to request quotes to pack and ship The item was not left at Pak Mail on the initial visit, but was later dropped off for professional packing [redacted] has been a client of Pak Mail’s since I have looked back at the transaction count for this client in particular and it is northwards of receipts for services provided through Pak Mail directly to her and the associates of [redacted] and Company We offer a unique service for the packing and shipping of items of all sizes and nature and take great pride in our workIt is the client’s decision to use our services for packing or shipping or both The items are always broken out and rung up as separate parts in the transaction because we (Pak Mail) provide the packing, and we arrange with a thrid-party company to transport the items using their trucking services for shippingOn the receipt provided for your review, you can see very clearly how the charges were broken down Materials and labor charged were done at a minimum rate as a courtesy to a long standing client We didn’t charge the client for any of plastic wrapping, which was ten times around the item to make the item firm, flat and tight for shipping, nor did we charge for the large support corners In addition to not charging for these items, our hourly labor rate is $an hour It took us two hours to prepare the item for shipping which would be a rate of $100, yet did it for $because of our long standing realtionship None of this information is of any value to this claim, but I do think it is important for Ms [redacted] to know that we did go above and beyond for the initail rate charged on December 11, The back up documentation will show the Revdex.com that the representative that brought the item in to Pak Mail claimed a $1,value on the paperwork for coverage in the event of loss or damage There was a premium of $for coverage in the amount of $1, Packaging materials in the amount of $were charged for the box and styrofoam peanuts The insurance premium and materials were used and are not refundable, neither is the insurance premium I told Ms [redacted] that I would persue a credit from the carrier, but they have specific rules set in place about charges I also told her at the time of hand delivering the $1,check to her for the total loss of the item shipped and the amount of insurance purchased, that if I have any success in getting a refund in any amount from the carrier, that I would pass that amount directly on to her Ms [redacted] accepted this explanation, accepted and cashed the $1,check, and signed the release (all copies attached) I continued to be in contact with the freight carrier, so much that they will no longer accept shipments from my business In the end, I was able to get a $check and a $as payments I then turned around, made copies of both checks and issued one more check in the amount of $made payable to [redacted] dated March 10, On the day that I wrote this second check, I called Ms [redacted] ’s business and spoke with her directly I explained once again, where we stood and that I had the final settlement from the freight carrier She asked that I drop the check in the mail to her which I did on March 10th The executed general release that Ms [redacted] signed on February 8th released Pak Mail as well as the carrier of any additional liabliity going forward on this shipment She received the $1,in a very timely fashion, and I contined to work toward getting her an additional refund from the carrier even though it was not necessary It is very clear based on the file copies attached that we have meet and exceeded our responsibility in this transactionIf the Revdex.com has any additional questions, please contact me by sending a written request by email to [redacted] I look forward to hearing back from the Revdex.com with a closed response to this file Sincerely, [redacted] , Pak Mail San Antonio [redacted] San Antonio, TX [redacted]

This letter is in response to the Revdex.com I) The couple did come in with a FedEx bar code that I could not acceptAs I was explaining it tothe customer, FedEx NO LONGER gives our store the ability to print labels from a bar code.This was explained to the female customer three times.2) The male customer entered the store and heard me explain this to the female customer andimmediately and agreesively verbally attacked me because he had to take the item back withhim! He started shouting and became incensed with anger3) I became fearful of his aggressive actions and behavior and feared for my personal safety whichled me to saying I was calling the police! 4) The female customer repeatedly apologized for her husbands behavior both inside the store andin the parking lot! 5) I went outside to retrieve my cart and told her that she and her husband are banned and toNEVER returnI placed the box on the ground and took my cartThe box was NOT thrownonto the parking lot6) This information in this couple's complaint is filled with errors7) No apology will be coming from this business or from the employee! 8) I did contact the police that day but I did not know their namesThe police told me if thecouple returns to call them back and they will be arrested for trespassing! This business has a ZERO TOLERANCE for abuse from customers! SignedPak MailS Main StBellefontaine, Ohio[redacted]

To Whom it May Concern, We would like to respond to Ms***’s complaint to the Revdex.com regarding the shipment of her 1900s Singer Sewing Machine Her sewing machine that we shipped out in July was packaged according to both PakMail and UPS standards, as we do with everything that we ship out Great care is taken when we package any item We were informed that the item was damaged in transport and we instructed Ms [redacted] to keep the packaging, as that is what UPS requires for any claim Ms [redacted] made the decision on her own to discard the packaging UPS will not accept any claim when the original packaging is not provided as proofI take great offense to the language that Ms [redacted] uses in her complaint when she refers to the “gorillas at UPS” This is a business situation that both sides disagree on, but there is no need for name-calling In her complaint she also takes a conversation with my employee out of context She writes in her complaint that my employee stated that he “would expect UPS to set it down, not throw it” That is not what the employee said and she took their conversation out of context because she was upset Again, there is no need to resort to this type of behaviorWe packaged the equipment according to all standards and gave Ms [redacted] instructions on what to do in order to get compensated from UPS for the claim Again, it was her decision not to follow our instructions We have been trying to work this out with UPS on Ms***’s behalf, but because of her behavior during this situation, we will no longer be doing business with herThank you for your timeSincerely, Dave LOwner PakMail Dublin Perimeter DrDublin, OH

PakMail believes in the statment that "The Customer Is Always Right" and that is the reason why we are bending over backwards to make Mr [redacted] happy But in this instance, it is difficult to make the customer happy Mr [redacted] said that Mr [redacted] had received many complaints regarding PakMail The complaints about PakMail to Mr [redacted] was concerning the fact that some customers had thought that they had already paid for the packaging and shipping of their items when they won the auction Mr [redacted] is one of about customers we had from the auction alone Mr [redacted] will not tell him that this is his only experience he has had with us We have been dealing with him for close to years, doing packaging and shipping for his eBay and auction house auctions and Mr [redacted] is a good man as far as PakMail is concerned With regards to Colin Hebert, he is more than an employee, he's been here for years and it is almost natural for him to ask everybody for value coverage The bottom line is that Mr [redacted] did not purchase value coverage for these items Even if they were covered, FedEx would only pay for the price he paid for the lots that were damaged, not the total that Mr [redacted] paid for all of the items Common sense also suggests that when there is a damaged item, proof of damage should be sent immediately to facilitate the claim process It took Mr [redacted] months to provide us with the pictures after PakMail had already paid FedEx for all of the shipping chargesWe are not sure exactly what Mr [redacted] is after Originally, he wanted the entire $ Now, he wants $ Shipping is not an auction, where you can go back and forth with pricing We provided shipping, packaging and labor for Mr*** In the process, items valued at $werev damaged With all due respect to Mr***, PakMail will not pay for his entire shipping charges PakMail's final offer is $200.08, that is our original offer and the $error in calculation that we made in our original offer Best regards,Alpha J.PakMail W5th Ave.Columbus, Ohio [redacted] *Phone) [redacted] (Fax)

Friday, March 25, [redacted] Revdex.com Corporate Office La Posada Drive Austin, TX In response to the complaint ID number [redacted] , I am submitting this file along with proof of payments in the amount of $1,and $to [redacted] and Company The first six pictures below offer a visual summary of the item and how we packed it here at Pak Mail The two pictures following show the damage done by the freight carrier [redacted] had a person stop by our store previously to leaving the item to request quotes to pack and ship. The item was not left at Pak Mail on the initial visit, but was later dropped off for professional packing. [redacted] has been a client of Pak Mail’s since 2009. I have looked back at the transaction count for this client in particular and it is northwards of receipts for services provided through Pak Mail directly to her and the associates of [redacted] and Company We offer a unique service for the packing and shipping of items of all sizes and nature and take great pride in our workIt is the client’s decision to use our services for packing or shipping or both. The items are always broken out and rung up as separate parts in the transaction because we (Pak Mail) provide the packing, and we arrange with a thrid-party company to transport the items using their trucking services for shipping On the receipt provided for your review, you can see very clearly how the charges were broken down. Materials and labor charged were done at a minimum rate as a courtesy to a long standing client. We didn’t charge the client for any of plastic wrapping, which was ten times around the item to make the item firm, flat and tight for shipping, nor did we charge for the large support corners. In addition to not charging for these items, our hourly labor rate is $an hour. It took us two hours to prepare the item for shipping which would be a rate of $100, yet did it for $because of our long standing realtionship. None of this information is of any value to this claim, but I do think it is important for Ms [redacted] to know that we did go above and beyond for the initail rate charged on December 11, 2015. The back up documentation will show the Revdex.com that the representative that brought the item in to Pak Mail claimed a $1,value on the paperwork for coverage in the event of loss or damage. There was a premium of $for coverage in the amount of $1,500.00. Packaging materials in the amount of $were charged for the box and styrofoam peanuts. The insurance premium and materials were used and are not refundable, neither is the insurance premium I told Ms [redacted] that I would persue a credit from the carrier, but they have specific rules set in place about charges. I also told her at the time of hand delivering the $1,check to her for the total loss of the item shipped and the amount of insurance purchased, that if I have any success in getting a refund in any amount from the carrier, that I would pass that amount directly on to her . Ms [redacted] accepted this explanation, accepted and cashed the $1,check, and signed the release (all copies attached). I continued to be in contact with the freight carrier, so much that they will no longer accept shipments from my business. In the end, I was able to get a $check and a $as payments. I then turned around, made copies of both checks and issued one more check in the amount of $made payable to [redacted] dated March 10, 2016. On the day that I wrote this second check, I called Ms [redacted] ’s business and spoke with her directly. I explained once again, where we stood and that I had the final settlement from the freight carrier. She asked that I drop the check in the mail to her which I did on March 10th. The executed general release that Ms [redacted] signed on February 8th released Pak Mail as well as the carrier of any additional liabliity going forward on this shipment. She received the $1,in a very timely fashion, and I contined to work toward getting her an additional refund from the carrier even though it was not necessary. It is very clear based on the file copies attached that we have meet and exceeded our responsibility in this transactionIf the Revdex.com has any additional questions, please contact me by sending a written request by email to [redacted] . I look forward to hearing back from the Revdex.com with a closed response to this file Sincerely, [redacted] , Pak Mail San Antonio [redacted] San Antonio, TX [redacted]

Mr*** *** bought auction lots, which came out to a total of $from *** *** ** *** ***o Mr*** brought all the items to our store and told us Mr*** is responsible for the packaging and shipping charges When we called Mr***, he originally said
shipping charges were expensive and did not give us any payment info at that time He called us back the next day and gave us authorization to charge his card We asked if he would like any value coverage for the items and he declined. We have never denied that we would reimburse Mr*** for the items that he said were damaged in transit When we requested photos of the damaged items, as we would with anybody, Mr*** sent an email replying that we should just go ahead and credit him for the shipping and we'd call it even We don't know what logic, rule, or formula Mr*** is using when he requests that he should be refunded the shipping, materials, and labor costs for boxes! We received the photos the very same day we received the complaint from Revdex.com, that is approximately months later and FedEx sent us the bill for shipping the items one week after delivery to Mr***This would have been resolved had we received the photos earlier. The damaged items per the photos Mr*** supplied consist of the following:Auction Lot #219, consisting of items Mr*** purchased for $ Mr*** sent a picture of damaged item from the lot.Auction Lot #363, consisting of items Mr*** purchased for $plus there was a $premium added by the auctioneer, which came out to $ Mr*** sent us pictures of of the items We will pay for all of them, the total being $54.45.We will pay for the cost of the items that were damaged, as well as the shipping charges of those boxes, those being, $67.60, and $ The total of everything will be $195.08.Mr*** can call us and give us his credit card number to be credited, as we do not save credit card numbers at our store Best regards,Alpha J.PakMail W5th Ave.Columbus, Ohio 43212*** *** ***

I have been waiting to hear from the Dublin office of Pak Mail, to see what they had to say. One week after I mailed my complaint, I received a call from Pak Mail Headquarters in Centennial, CO. I was told that my complaint and request for $should have been taken care of immediately by the Dublin office, that a check in that amount would be forthcoming, and that the situation would be discussed with Dave at the Dublin office. Within a week, I received the check for the damage This check was from corporate headquarters, not from Pak Mail DublinI was taught that you take responsibility for your own errors, and learn from them I would employ Pak Mail again, but not the Dublin office

I am rejecting this response because:It is hard to know where to start, as MrJ.'s reply contains so many non-truths and near lies. In any event, I will be direct in replying to his comments.1. Comments about Mr*** and *** Auction House. In his very next auction Mr*** advised all potential bidders that his one time out-sourcing of shipping and handling to Pak Mail had been so disastrous, that he had pulled it back in-house. I "think" MrJah's comment was relative to *** Auction using an "outside" shipper for items they (*** ***) couldn't ship in-house. You'd have to ask Mr*** about that. In any event, this was on *** Auction website, and was provided to anyone who visited his auction website. I, along with many other bidders, who had suffered at Pak Mail's negligent packaging, were thankful.2. As far as insurance, I requested insurance from Pak Mail. As I said in my last reply, common sense would suggest that a buyer of almost $in merchandise, would want insurance! :) and by MrJ.'s own admission, he only insured my purchases for HALF what I asked!!!! I am glad that MrH is still employed by Pak Mail. A concern of mine has always been that MrJwould use Mr*** as a scapegoat for the negligent packaging of my merchandise, and the information I needed to provide Pak Mail about damaged merchandise. Box numbers and descriptions. NO PHOTOS, NO TRACKING NUMBERS required from me. I was told a FEDEX representative would contact me in the next few days to see the damaged merchandise and check out the packaging. 3. Given the negligent "packaging" of my merchandise by Pak Mail, I consider it completely reasonable to expect reimbursement for shipping and handling charges for the of boxed that were not "packaged" at all, unless one considers throwing a concrete item in a box with NO PADDING, and with china, ....... MrJoffered to pay for of the boxes with damaged items that were the result of his company's negligenceAs this is MrJ.'s "final offer" ($200.08) and he does not accept my reasonable offer for the boxes ($330.71), it looks like we are at an impasse . If you can't get resolution, my next step will be to contact the Ohio Consumer Protection Agency, and the Ohio Attorney General's Office. I really don't know what else to do. This is certainly NOT about the money, but the wild innuendo that MrJ.'s comes up with in every reply! I find his comments totally offensive

I am rejecting this response because: Pak Mail was provided photos of all items significantly damaged. The six items were shipped in FOUR boxes, given their size. Pak Mail only offers to re-imburse me for TWO of the FOUR boxes that were negligently packed. Following Pak Mail's numbers, the total of the lots broken is $(+ 45.00) plus $buyers premium, for a total of $59.45, rather than $54.45. Pak Mail offered to pay for the packing and shipping of only TWO boxes, that were $and $for a total of $135.63. I would be agreeable to simply doubling this amount to $for the FOUR boxes. If Pak Mail wants to provide you and me the exact charges for the additional two boxes, they can do so. $plus comes to $credit. Other comments in Pak Mail's reply to you are incorrect. MrColin HPak Mail employee, and I took care of the credit card charge. I gave MrHa Visa credit card number, an account I have had for over years. It turned out that the card hadn't been activated, and when MrHcalled me back, I gave him an American Express credit card. At no time did MrHmention that the items would not be insured. Common sense should suggest, that given purchasing almost $in merchandise, that a buyer would want insurance. In any event, I would accept $credit, following Pak Mail's logic

Friday, March 25, ? ? [redacted] Revdex.com Corporate Office La Posada Drive Austin, TX ? In response to the complaint ID number? [redacted] , I am submitting this file along with proof of payments in the amount of $1,and $to [redacted] and Company The
first six pictures below offer a visual summary of the item and how we packed it here at Pak Mail? The two pictures following ? show the damage done by the freight carrier ? [redacted] had a person stop by our store previously to leaving the item to request quotes to pack and ship.? The item was not left at Pak Mail on the initial visit, but was later dropped off for professional packing.? [redacted] has been a client of Pak Mail’s since 2009.? I have looked back at the transaction count for this client in particular and it is northwards of receipts for services provided through Pak Mail directly to her and the associates of [redacted] and Company? We offer a unique service for the packing and shipping of items of all sizes and nature and take great pride in our workIt is the client’s decision to use our services for packing or shipping or both.? ? The items are always broken out and rung up as separate parts in the transaction because we (Pak Mail) provide the packing, and we arrange with a thrid-party company to transport the items using their trucking services for shipping On the receipt? provided for your review, you can see very clearly how the charges were broken down.? Materials and labor charged were done at a minimum rate as a courtesy to a long standing client.? We didn’t charge the client for any of plastic wrapping, which was ten times around the item to make the item firm, flat? and tight for shipping, nor did we charge for the large support corners.? In addition to not charging for these items, our hourly labor rate is $an hour.? It took us two hours to prepare the item for shipping which would be a rate of $100, yet did it for $because of our long standing realtionship.? None of this information is of any value to this claim, but I do think it is important for Ms[redacted] to know that we did go above and beyond for the initail rate charged on December 11, 2015.? The back up documentation will show the Revdex.com that the representative that brought the item in to Pak Mail claimed a $1,value on the paperwork for coverage in the event of loss or damage.? ? ? There was a premium of $for coverage in the amount of $1,500.00.? Packaging materials in the amount of $were charged for the box and styrofoam peanuts.? The insurance premium and materials were used and are not refundable, neither is the insurance premium? I told Ms[redacted] that I would persue a credit from the carrier, but they have specific? rules set in place about charges.? I also told her at the time of hand delivering the $1,check to her for the total loss of the item shipped and the amount of insurance purchased, that if I have any success in getting a refund in any amount from the carrier, that I would pass that amount directly on to her .? Ms[redacted] accepted this explanation, accepted and cashed the $1,check, and signed the release (all copies attached).? I continued to be in contact with the freight carrier, so much that they will no longer accept shipments from my business.? In the end, I was able to get a $check and a $as payments.? I then turned around, made copies of both checks and issued one more check in the amount of $made payable to [redacted] dated March 10, 2016.? On the day that I wrote this second check, I called Ms[redacted]’s business and spoke with her directly.? I explained once again, where we stood and that I had the final settlement from the freight carrier.? She asked that I drop the check in the mail to her which I did on March 10th.? The executed general release that Ms[redacted] signed on February 8th released Pak Mail as well as the carrier of any additional liabliity going forward on this shipment.? She received the $1,in a very timely fashion, and I contined to work toward getting her an additional refund from the carrier even though it was not necessary.? It is very clear based on the file copies attached that we have meet and exceeded our responsibility in this transactionIf the Revdex.com has any additional questions, please contact me by sending a written request by email to [redacted].? I look forward to hearing back from the Revdex.com with a closed response to this file? Sincerely, [redacted], Pak Mail San Antonio [redacted] San Antonio, TX [redacted]

Friday, March 25, 2016     [redacted] Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752   In response to the complaint ID number  [redacted] , I am submitting this file along with proof of payments in the amount of $1,500 and $195.73 to [redacted] and Company. The...

first six pictures below offer a visual summary of the item and how we packed it here at Pak Mail.  The two pictures following  show the damage done by the freight carrier.  [redacted] had a person stop by our store previously to leaving the item to request quotes to pack and ship.  The item was not left at Pak Mail on the initial visit, but was later dropped off for professional packing.  [redacted] has been a client of Pak Mail’s since 2009.  I have looked back at the transaction count for this client in particular and it is northwards of 75 receipts for services provided through Pak Mail directly to her and the associates of [redacted] and Company.   We offer a unique service for the packing and shipping of items of all sizes and nature and take great pride in our work. It is the client’s decision to use our services for packing or shipping or both.   The items are always broken out and rung up as separate parts in the transaction because we (Pak Mail) provide the packing, and we arrange with a thrid-party company to transport the items using their trucking services for shipping. On the receipt  provided for your review, you can see very clearly how the charges were broken down.  Materials and labor charged were done at a minimum rate as a courtesy to a long standing client.  We didn’t charge the client for any of plastic wrapping, which was ten times around the item to make the item firm, flat  and tight for shipping, nor did we charge for the large support corners.  In addition to not charging for these items, our hourly labor rate is $50 an hour.  It took us two hours to prepare the item for shipping which would be a rate of $100, yet did it for $20 because of our long standing realtionship.  None of this information is of any value to this claim, but I do think it is important for Ms. [redacted] to know that we did go above and beyond for the initail rate charged on December 11, 2015.  The back up documentation will show the Revdex.com that the representative that brought the item in to Pak Mail claimed a $1,500.00 value on the paperwork for coverage in the event of loss or damage.    There was a premium of $42.00 for coverage in the amount of $1,500.00.  Packaging materials in the amount of $120.50 were charged for the box and styrofoam peanuts.  The insurance premium and materials were used and are not refundable, neither is the insurance premium.  I told Ms. [redacted] that I would persue a credit from the carrier, but they have specific  rules set in place about charges.  I also told her at the time of hand delivering the $1,500.00 check to her for the total loss of the item shipped and the amount of insurance purchased, that if I have any success in getting a refund in any amount from the carrier, that I would pass that amount directly on to her .  Ms. [redacted] accepted this explanation, accepted and cashed the $1,500.00 check, and signed the release (all copies attached).  I continued to be in contact with the freight carrier, so much that they will no longer accept shipments from my business.  In the end, I was able to get a $25.00 check and a $170.73 as payments.  I then turned around, made copies of both checks and issued one more check in the amount of $195.73 made payable to [redacted] dated March 10, 2016.  On the day that I wrote this second check, I called Ms. [redacted]’s business and spoke with her directly.  I explained once again, where we stood and that I had the final settlement from the freight carrier.  She asked that I drop the check in the mail to her which I did on March 10th.  The executed general release that Ms. [redacted] signed on February 8th released Pak Mail as well as the carrier of any additional liabliity going forward on this shipment.  She received the $1,500 in a very timely fashion, and I contined to work toward getting her an additional refund from the carrier even though it was not necessary.  It is very clear based on the file copies attached that we have meet and exceeded our responsibility in this transaction. If the Revdex.com has any additional questions, please contact me by sending a written request by email to [redacted].  I look forward to hearing back from the Revdex.com with a closed response to this file.   Sincerely, [redacted], Pak Mail San Antonio [redacted] San Antonio, TX 78209 [redacted]

To Whom it May Concern, We would like to respond to Ms. [redacted]’s complaint to the Revdex.com regarding the shipment of her 1900s Singer Sewing Machine.  Her sewing machine that we shipped out in July was packaged according to both PakMail and UPS standards, as we do with everything...

that we ship out.   Great care is taken when we package any item.  We were informed that the item was damaged in transport and we instructed Ms. [redacted] to keep the packaging, as that is what UPS requires for any claim.  Ms. [redacted] made the decision on her own to discard the packaging.  UPS will not accept any claim when the original packaging is not provided as proof. I take great offense to the language that Ms. [redacted] uses in her complaint when she refers to the “gorillas at UPS”.  This is a business situation that both sides disagree on, but there is no need for name-calling.  In her complaint she also takes a conversation with my employee out of context.  She writes in her complaint that my employee stated that he “would expect UPS to set it down, not throw it”.  That is not what the employee said and she took their conversation out of context because she was upset.  Again, there is no need to resort to this type of behavior. We packaged the equipment according to all standards and gave Ms. [redacted] instructions on what to do in order to get compensated from UPS for the claim.  Again, it was her decision not to follow our instructions.  We have been trying to work this out with UPS on Ms. [redacted]’s behalf, but because of her behavior during this situation, we will no longer be doing business with her. Thank you for your time. Sincerely, Dave L. Owner PakMail Dublin 6475 Perimeter Dr. Dublin, OH 43016

Friday, March 25, 2016     [redacted] Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752...

  In response to the complaint ID number  [redacted] , I am submitting this file along with proof of payments in the amount of $1,500 and $195.73 to [redacted] and Company. The first six pictures below offer a visual summary of the item and how we packed it here at Pak Mail.  The two pictures following  show the damage done by the freight carrier.  [redacted] had a person stop by our store previously to leaving the item to request quotes to pack and ship.  The item was not left at Pak Mail on the initial visit, but was later dropped off for professional packing.  [redacted] has been a client of Pak Mail’s since 2009.  I have looked back at the transaction count for this client in particular and it is northwards of 75 receipts for services provided through Pak Mail directly to her and the associates of [redacted] and Company.   We offer a unique service for the packing and shipping of items of all sizes and nature and take great pride in our work. It is the client’s decision to use our services for packing or shipping or both.   The items are always broken out and rung up as separate parts in the transaction because we (Pak Mail) provide the packing, and we arrange with a thrid-party company to transport the items using their trucking services for shipping. On the receipt  provided for your review, you can see very clearly how the charges were broken down.  Materials and labor charged were done at a minimum rate as a courtesy to a long standing client.  We didn’t charge the client for any of plastic wrapping, which was ten times around the item to make the item firm, flat  and tight for shipping, nor did we charge for the large support corners.  In addition to not charging for these items, our hourly labor rate is $50 an hour.  It took us two hours to prepare the item for shipping which would be a rate of $100, yet did it for $20 because of our long standing realtionship.  None of this information is of any value to this claim, but I do think it is important for Ms. [redacted] to know that we did go above and beyond for the initail rate charged on December 11, 2015.  The back up documentation will show the Revdex.com that the representative that brought the item in to Pak Mail claimed a $1,500.00 value on the paperwork for coverage in the event of loss or damage.    There was a premium of $42.00 for coverage in the amount of $1,500.00.  Packaging materials in the amount of $120.50 were charged for the box and styrofoam peanuts.  The insurance premium and materials were used and are not refundable, neither is the insurance premium.  I told Ms. [redacted] that I would persue a credit from the carrier, but they have specific  rules set in place about charges.  I also told her at the time of hand delivering the $1,500.00 check to her for the total loss of the item shipped and the amount of insurance purchased, that if I have any success in getting a refund in any amount from the carrier, that I would pass that amount directly on to her .  Ms. [redacted] accepted this explanation, accepted and cashed the $1,500.00 check, and signed the release (all copies attached).  I continued to be in contact with the freight carrier, so much that they will no longer accept shipments from my business.  In the end, I was able to get a $25.00 check and a $170.73 as payments.  I then turned around, made copies of both checks and issued one more check in the amount of $195.73 made payable to [redacted] dated March 10, 2016.  On the day that I wrote this second check, I called Ms. [redacted]’s business and spoke with her directly.  I explained once again, where we stood and that I had the final settlement from the freight carrier.  She asked that I drop the check in the mail to her which I did on March 10th.  The executed general release that Ms. [redacted] signed on February 8th released Pak Mail as well as the carrier of any additional liabliity going forward on this shipment.  She received the $1,500 in a very timely fashion, and I contined to work toward getting her an additional refund from the carrier even though it was not necessary.  It is very clear based on the file copies attached that we have meet and exceeded our responsibility in this transaction. If the Revdex.com has any additional questions, please contact me by sending a written request by email to [redacted].  I look forward to hearing back from the Revdex.com with a closed response to this file.   Sincerely, [redacted], Pak Mail San Antonio [redacted] San Antonio, TX 78209 [redacted]

Initial Business Response /* (1000, 6, 2015/07/06) */
I have attempted to contact the customer regarding this issue. When originally notified by the customer's lawyer about this complaint, we were told that the claim had to do with an overcharge. However, the overcharge did not exist because the...

customer was comparing actual weight of the item, not the dimensional weight that is charged on large items such as room dividers. This is an industry standard and determined by the carrier based on the outside dimensions of the box shipped. You are now suggesting that we misled you in some way. The dimensional weight that you were charged by us is the same dimensional weight that we were charged by [redacted]. I am posting a screen shot from our [redacted] billing account as proof of this. We were charged the base rate, plus any pickup fees, oversize fees, handling fees, or others that the carrier deemed applicable. As far as the mark-up, I did take the time to "rate shop" this job at my nearest competitors and found that the rate for SHIPPING ONLY (no packaging) was quoted between $148.00 and $383.00. We charged you $78.00. You are now also saying that we overcharged you for packaging and labor charges. When packaging an item, we put the dimensions of that item into our POS system. This system calculates the labor charges based on those dimensions and the complexity of the box. It then adds the packaging materials to determine the size of the box and the materials used. This system generates consistent results. The cost of packaging was disclosed at the time of purchase. This item in particular required a custom box, a box created to exact specifications of the item from sheets of double-wall corrugated material and requires at least an hour to create. During the transaction, you signed our confirmation receipt. This is the "half" you say you did not receive. This portion stays with us at the store. The same information information that is on the confirmation receipt is posted in plain sight in the front of the store. A copy of all of these rules are also available upon request. The 15 day limit for filing a new claim, an industry standard, is also outlined within these rules. In an effort to solve this issue, I can offer you a refund on the packaging materials you say were not in the package. Please contact me at my office at your earliest convenience to discuss how you would like this partial refund.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also "rate shopped" the competition, across the street and was quoted $39.00, and about two miles away and was quoted $66.00 for ship only. I was charged $60.00 for ship only. Don't know who he called to get a quote of $148.00 and $383.00. The business entered the dimensions on the [redacted] screen shot but did not show the price from [redacted]. Actual dims on received box were: 67x21x4. What dims were put into your POS system? What happened to the all Styrofoam box surrounding the room divider as I was quoted? I have personally created boxes this size and took about 30 minutes to build and seal. Why doesn't the customer receive a copy of the confirmation receipt? other businesses give this receipt to the customer. I will accept half of what I paid to settle this complaint.
Final Business Response /* (4000, 11, 2015/07/29) */
If the customer had come back to me when the issue was discovered we would have settled for what we though was fair. In this case it would have been about half almost what the customer in this case is asking for. I will agree to settle this complaint but just please know that having a discussion with us would have saved us both a lot of time and frustration.
We Always take care of our customers to the best of our ability.
Please contact me at my office to arrange the settlement.

PakMail believes in the statment that "The Customer Is Always Right" and that is the reason why we are bending over backwards to make Mr. [redacted] happy.  But in this instance, it is difficult to make the customer happy.  Mr. [redacted] said that Mr. [redacted] had received many complaints regarding PakMail.  The complaints about PakMail to Mr. [redacted] was concerning the fact that some customers had thought that they had already paid for the packaging and shipping of their items when they won the auction.  Mr. [redacted] is one of about 100 customers we had from the auction alone.  Mr. [redacted] will not tell him that this is his only experience he has had with us.  We have been dealing with him for close to 10 years, doing packaging and shipping for his eBay and auction house auctions and Mr. [redacted] is a good man as far as PakMail is concerned.  With regards to Colin Hebert, he is more than an employee, he's been here for 12 years and it is almost natural for him to ask everybody for value coverage.  The bottom line is that Mr. [redacted] did not purchase value coverage for these items.  Even if they were covered, FedEx would only pay for the price he paid for the lots that were damaged, not the total that Mr. [redacted] paid for all of the items.  Common sense also suggests that when there is a damaged item, proof of damage should be sent immediately to facilitate the claim process.  It took Mr. [redacted] 2 months to provide us with the pictures after PakMail had already paid FedEx for all of the shipping charges. We are not sure exactly what Mr. [redacted] is after.  Originally, he wanted the entire $568..23.  Now, he wants $330.71.  Shipping is not an auction, where you can go back and forth with pricing.  We provided shipping, packaging and labor for Mr. [redacted].  In the process, items valued at $59.45 werev damaged.  With all due respect to Mr. [redacted], PakMail will not pay for his entire shipping charges.  PakMail's final offer is $200.08, that is our original offer and the $5.00 error in calculation that we made in our original offer.  .    Best regards,Alpha J.PakMail 6461280 W. 5th Ave.Columbus, Ohio 43212[redacted] *Phone)[redacted] (Fax)

The customer already started the claim on her own. Once this happens we cannot file one. One claim per customer... We found out when we started her claim.