Map Systems Inc

This response was submitted to [redacted] from the Revdex.com ([redacted]@newjerseyRevdex.com.org) handling the complaint, on 7/21/16:
 
NJ Revdex.com Complaint # - [redacted]
Consumer Information :  [redacted], [redacted]
We sincerely apologize that the customer feels they did not receive a move that reached the standards...

that our company abides by.  During the customer's Quality Assurance call, which occurred on 6/29/16, we ask the customers for any changes to their move or inventory which can affect their estimate upon pick-up if not discussed, including the exact dimensions of their belongings to account for accurate cubic feet that will be taken up on the truck, as well as moving and packing tips to avoid any extra packing charges. The customer made no changes or informed us of packing or the dimensions of their items, or an accurate distance between their house and access to the truck. We continuously spoke with the carrier that was assigned to the move about the additional charges. As per the carrier, the customer required an additional $250 in packing services, $100 in a long carry fee, and the additional charges were for additional cubic feet. We reviewed the paperwork a multitude of times. As per our notes, the carrier offered a $250.00 discount. The customer refused the discount. We informed the customer as well that if the carrier is unable to deliver their items due to not paying the additional fees and remaining balance that is due, that they will end up having to pay an additional $600.00 for a redelivery fee. The customer kept refusing the services and not allowing the carrier to deliver the items. As for the overages, it clearly states in the contract that the customer signed twice, under the following sections:
--------------------------------------------------------------------------------...⇄ /> Understanding Your Estimate:
If there is an increase of items, packing services, weight/volume or labor services added at the origin or destination to those quoted in this agreement, the customer may be charged for those services at full tariff rates.
 
Additional Accessorial Services and Fees:
·        Packing supplies such as boxes, tape, and bubble wrap if not included in original estimate.
·        First flight of stairs (12 consecutive steps) is free. Each additional flight of stairs is $60.00
·        Long Carry: first 100ft are free. Each additional 100ft is $75.00
·        If a 26-foot truck or an 18-wheeler cannot get close to building or house for loading and unloading. A shuttle service may be applied. For a minimum charge of $300.00
·        Packing of breakable items like Mirrors, TV’s, Glass, and/or crating services. Unless specified in original estimate.
·        Full Packing: Any additional packing services needed or requested outside of the original estimate, will incur additional charges.
·        $250.00 charge for date changes made within 7 days of first original load date.
·        Storage will be charged at a minimum of $0.40/cubic foot for any additional months. ($150.00/month minimum)
 
By electronically signing this agreement, I have read, understood and I am agreeing to the Company refund/cancellation policy and the following:
1.     The quoted prices and terms are based on the information provided at the time the reservation was made. The items in the inventory have been calculated to an estimated weight/volume or minimum used to determine the transportation requirements upon which your price is determined. Any changes to your inventory may result in different terms and prices uniform with the carrier's tariff. If any additional services, packing of items, or labor are added or required at the destination or origin then you may be charged for those services and/or items at full tariff rates. Carrier reserve the right to re-pack any item not correctly packed by the shipper (drawers must be empty) Carrier is not allowed to do any plumbing or any electrical connections or disconnections.
--------------------------------------------------------------------------------...⇄ /> The customer did agree to our terms and conditions upon signing the initial contracts. However, we are still here to aid the customer with any questions or concerns that they may have towards the carrier about their move and we encourage them to reach out to our office directly to help them address those concerns. Again, we apologize for any inconvenience to the customer and her family.

We understand the customer's frustration and apologize for any inconvenience. We did not give the carrier any particular delivery date (i.e. the 25th) since we are not permitted to advise carriers of such dates since our policy states we do not guarantee delivery dates. We give customers estimated delivery schedules and can only make note of FADD or first available delivery dates. The estimated date of delivery may have been a mix up with the particular driver but we do not have anywhere in our internal notes that that particular date came from our end. After each phone call with our customers, each representative inputs detailed notes about the customer service call for each job. So again, we apologize for the mix up and inconveniences, but we are aware that the customer was delivered within contract. We also welcome the customer to call us back in regards to aid for filing a claim with the carrier. We will gladly assist the customer if the carrier has not contacted them in regards to filing the claim yet.

We apologize to the customer for any inconvenience. We contacted our carrier who performed the move, who was surprised by the complaint since the foreman for the move confirmed that the move went smoothly. The customer did have a few overages, but a revised written estimate was given and agreed upon...

and the carrier is allowing the customer to put the remaining payment on a credit card to accommodate to her even though this is not standard procedure. We did contact the customer yesterday with the carrier on the line to conference everyone to discuss the complaint and see how we could help the customer, but she announced she was in a meeting and could not speak. The carrier is aware of the complaint and we followed up with the customer again via email to call us if we could be of further assistance. We invite the customer to reach us directly via phone or email if we can assist her with any other issue.

Complaint: [redacted]I am rejecting this response because: I spoke with Patricia today with MAP SYSTEMS INC. and asked who in specifically who told the carriers that we wanted the delivery day for the 25th because I never said that they don't know gave them the day of the 25th but it would be impossible to find out, then she proceeded to tell us that that did not matter as long as they made delivery for the 21 day window. So a company given false information is not important according to Patricia as long as we receive our furniture soon. I myself [redacted] talked with the carrier for the first time today July 2o, 2016 so there is no possible way I told anyone to make delivery date as of the 25th of July. When I spoke with Abraham from One World Van Lines today he stated that "someone" gave him that date but no one can tell us who. My family and I had thought weeks ago that our furniture was on the way to Virginia. Even Seth R[redacted] the dispatcher that booked our move for Map Systems inc was surprised that our furniture was not here when we spoke to him yesterday. He said he had no idea about how the 25th was even a date given, and we worked with him. I completely understand that the company has a few days before the 21 day window closes, however the customer service and reps at this company is horrible. All I want to know is who gave the date of the 25th because it was not us. Thank you 
Sincerely,[redacted]

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 for the moment. I will call Map Systems to follow up on the status, as they have requested.  I look forward to receiving appropriate compensation for the damaged furniture as a result of Map Systems employing Green Moving.  Sincerely, [redacted]

Here are the additional pictures and the contract.  Map Systems employed a completely incompetent and non responsive company to move my furniture.  I also wish to point out that they tried to deliver items that were not ours, and they had our items in a grouping that was to be delivered to another client.  The only reason that more of our items were not lost is that my husband insisted on looking in the truck and located our belongings.
We need to be compensated for the damage.
Thank you,
[redacted]
[redacted]2ND Email with more photos
Dear [redacted],
I have filed the claims information with CSI, the apparent organization that handles claims for Green Moving.  They requested the pictures of broken furniture and the contract, which I have sent.  I heard nothing from them. I am enclosing the documents I sent to CSI and hope that at some point, either MapSystems or Green Moving will respond to the claim request.  
 
Best regards,
[redacted]

At Map Systems, Inc, we try our best to address our customers' concerns prior, during, and after their long distance move. We do apologize to Ms. [redacted] for an extended delivery schedule. However in regards to the delivery of items, we cannot guarantee a specific delivery date and can only contact...

the carrier en route for an estimated delivery date of shipments. Keep in mind that because these are long distance, cross-country moves, anything from delayed or changed routes, to shared trucks, to weather and DOT inspections can delay shipments from reaching their final destinations at the customers' desired times. In this case, the carrier was delayed by a DOT inspection and another truck was dispatched immediately by the carrier to complete the delivery. We were also made aware from the carrier directly that the customer, Ms. [redacted] instructed the carrier of that their first available delivery date was as of 7/25/16, but they would try to expedite the delivery since the customer called on 7/21 to inform us they were now ready for delivery. As per all of our contracts, our's and the carrier's, we informed the customer that the carrier can take up to 21 business days starting from that first available date to deliver the items, as per DOT regulation. So while the delays may be an inconvenience to the customer, the carrier is still well within contract for this delivery. Regardless, we are still here to aid the customer with any questions or concerns that they may have towards the carrier about their move and we encourage them to reach out to our office directly to help them address those concerns.
We have been in contact with the customer yesterday and today to give them updates for delivery from the carrier and again, we will contact the customer with any new updates when they become available. They are still welcome to call us anytime for additional updates.
Again, we apologize for any inconvenience to the customer and her family. We look forward to continue helping her with this dilemma further and appreciate the patience and cooperation on her behalf.

We apologize for the delay in response to the customer. We have repeatedly attempted to contact the carrier for this refund but they have refused to respond to us. We last heard from the carrier in January and was advised that they would send the refund promptly but that has clearly not been the case. Unfortunately, the carrier can be the only party to provide this compensation since they carry the standard liability coverage and all compensation for moved items must come from the carrier directly. We will continue to attempt to reach the carrier for the refund, and the customer is welcome to continue to contact us for any update.

We apologize for any inconvenience to the customer. We have contacted the carrier and they will be updating the customer shortly with their delivery date and arrangements.

Complaint: [redacted]
I am rejecting this response because:Seth R[redacted] CALLED ME on the phone & NEVER told me that he was a broker. I told him I needed to move the next day from Michigan to Tennessee. He said he had a truck in a nearby city right now on their way to Florida & it would be stupid for the truck not to take my stuff to Tennessee on the way. I asked if I could use a credit card to pay when they got to Tennessee, Seth said yes. I asked what the truck was going to say on the side of it & Seth said "Map Systems". I figured it was a legitimate moving company since they have their name on their trucks. He said he needed a deposit of $1350 to move me & the balance could be paid by credit card in Tennessee. I had no intention of canceling since the move was in 18 hours. I was told a truck would be at my house at 9am. A couple hours later a man called & said he was going to move in the morning & how was I going to pay when I got to Tennessee. I told him w/a credit card & he hung up. He called back within 10 minutes & said he doesn't take credit cards only money orders issued from the post office. I told him I was told by Seth I could use a credit card. I immediately called Map Systems to tell them what this guy said & they were closed for the day. I left a detailed message on their machine. A few hours later someone else called & said he was going to move me. I asked what was going to be the name on the truck & he said HE DIDN'T KNOW, HE WOULD PROBABLY GET A BUDGET RENTAL TRUCK & attach a trailer.  I was told the moving trucks were map Systems fleet. I was never told these were brokers working out of a boiler room. The bottom line is no one showed up at 9 am to move me the next morning so services were NEVER rendered. No map Systems truck & they said they wouldn't take a credit card like Seth told me.I had to hire another moving company. Receipt attached.
Sincerely,
[redacted]

We're sorry that the customer feels this way but they did sign and agree to our contract and hence a truck was dispatched to service her move to which the customer refused. The customer's accusations are false and slanderous. We would not doctor any documents, especially a signed contract by the customer. Attached is the signed contract as proof that the customer agreed to the cancellation policy and terms and conditions. In addition to all the terms being in writing, the customer reviewed the entire contract with our representative prior to booking the move and electronically signing it in a four hour conversation. Also attached is a screenshot of the contract prior to signing as proof that the customer must check off that they read, understood, and agreed to the cancellation policy and terms and conditions. We would never falsify or "doctor" documents as the customer alleged. As you can see from the signed copy, the IP address, date and time the contract is signed is electronically registered showing validity of the signature. Because the customer agreed to our services, we dispatched a carrier to perform the move and was then rejected services from the customer prior to the pick-up.[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

We apologize for any inconvenience to the customer. However, prior to the move, our Quality Assurance department spoke with the customer to reconfirm their inventory to ensure no additional items or overages at pick-up.  When reviewing the inventory with the customer, they never mentioned that...

the one gun safe was much larger than a standard safe and that there would be special instructions on getting it out of their basement, although we ask customers to be very specific about specialty items like gun safes. The carrier assigned for the move was unable to come in to service the move because when they arrived at pickup the safe was much larger than they anticipated and they were unable to remove it from the basement without special tools. The customer and carrier came to an agreement to allow them to come back on another day to move the safe.  When they showed up 8/11/16, the carrier could not move forward with picking up the customer so we worked with the customer on getting picked up by another carrier.
We continuously made the customer offers to have them picked up by another carrier. We had three separate carriers assigned to this pickup between 8/10-8/16-16. We even put in a request that the customer receive a partial refund.   Since the customer chose to cancel their services within the cancellation window and a truck and carrier was already dispatched, the customer is unfortunately ineligible for a refund, as stated on our cancellation policy three (3) times before a customer electronically signs for the agreement:
“Company Refund /Cancellation Policy:
           
Deposits are 100% refundable with No Cancellation Fee or Additional Charges for moves cancelled outside ten (10) business days (weekends and federal holidays excluded) prior to the first estimated pack or load date. I understand that Booking Fees/Deposits are non-refundable for moves cancelled, reserved, or placed on hold within ten (10) business days (weekends and federal holidays excluded) prior to the first estimated pack or load date. Additionally, cancellation policy will apply to the earliest estimated pack/load date in the event a date change is requested by client. All cancellation and refund requests must be sent in writing via e-mail to [email protected]. Cancellation requests sent to Map Systems, Inc. after normal business hours (6:00 PM EST) will be considered received on the following business day. “
 
As per the agreement electronically signed by the customer when they booked the reservation with us on 7/14/16 at 5:36 PM EST using IP address [redacted] again on 7/18/16 at 4:31 PM EST using IP address [redacted]and again on 8/5/16 at 4:10 PM EST using IP address [redacted]  the customer forfeits their deposit if they refuse services from the carrier prior to loading their items or cancel their move within the cancellation window. We can gladly still offer the customer a partial refund as initially offered to them. If the customer is interested, we advise them to please contact us directly on our office line.

Here are Map Systems, Inc, we try our best to address our customers' concerns prior, during, and after their long distance move. We do apologize if Ms. [redacted] felt like her delivery issue was not properly addressed. However in regards to the delivery of items, we cannot guarantee a specific...

delivery date and can only contact the carrier en route for an estimated delivery date of shipments. Keep in mind that because these are long distance, cross-country moves, anything from delayed or changed routes, to shared trucks, to weather and DOT inspections can delay shipments from reaching their final destinations at the customers' desired times. While we have tried to reach the carrier for this route on several occasions, we have also not been able to get accurate delivery estimates and do understand the frustration that this may have caused Ms. [redacted]. Because of the inconvenience, we have already contacted this customer and have agreed to a refund of her original deposit to us in hopes to remedy the situation and somehow ease the stress that this inconvenience has caused her. Aside from the refund, we are still here to help address this delivery issue and can be reached directly by her at our office numbers during regular office hours, or by email to any of the representatives that she has spoken with in the past. We look forward to continue helping her with this dilemma and appreciate the patience and cooperation on her behalf.

We apologize for any inconvenience to the customer, however upon pick-up the customer did have additional cubic feet which would increase the overall price of the move as stated both by our representatives and our contract which the customer agreed to. We do apologize for the unprofessional behavior...

of the carrier assigned to this particular job. We have brought this up to the management of the carrier and have reprimanded and banned that crew from further working with us. Unfortunately we cannot prevent all behavior on behalf of the carrier, but we can take action in no longer working with them after such unprofessional actions have occurred on jobs. We have yet to receive the full paperwork from the carrier to further review the overages, but we have requested the paperwork and should receive it shortly to review it. In the meantime, if the customer has any damages to their belongings we do invite the customer to contact our office directly to speak with one of our representatives to file a claim for proper compensation against the carrier who performed the move. The claims process is not handled by our office but we can walk the customer through the process and help them in filing the claim. We are still here to aid the customer in any further issues that the customer may have and we advise them to contact us directly to our office number. Again, we apologize for any inconvenience and we hope to hear from the customer to continue to serve them.

We apologize for any inconvenience to the customer, but all customers are required to inform us of FADD (first available delivery dates) either upon the initial reservation, our Quality Assurance phone call, or at the pick-up time directly to the carrier. The customer did not inform us or the...

carrier of this delivery date of 8/22/16 throughout any of those times and instead called us on 8/8/16 to inform us of this information after already being picked-up. The information was also relayed by the customer's boyfriend who was not on the file to provide information about the move, hence we proceeded to call the original customer on the file that same day to confirm this information as is in our policy and procedure, and left a voicemail for a return call to which the actual customer ([redacted]) did not call us back to confirm or update the file. The carrier's truck was already in transit with the belongings when the customer's boyfriend gave us this request for delivery, at which we cannot request the carrier to stop delivery since they must complete their scheduled route due to other deliveries and customers on that same truck that are already scheduled. Again, in accordance with US DOT regulation, the customer is required to give any requested delivery dates to carriers when signing the Bill of Lading at pick-up which was not done for this particular job. The carrier is within contract to abide by their straight delivery schedule since no First Available Delivery Date was initially given. We are still working on the customer's behalf to try to get the items delivered later than expected but we cannot promise results since the items are already in transit. Again, we apologize for the inconvenience but if the customer would like to call us directly to continue to address this concern or address any other concerns about the carrier, we welcome their call and we will try to work with them as best we can.

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. Sincerely, [redacted]

We apologize to the customer for any inconvenience. We have spoken to the customer yesterday and provided her with the information necessary to file a claim for proper compensation. Once that claim is filed, she will receive compensation from the carrier directly. Meanwhile, if there is anything...

else we can help her with or would simply like status updates on the claim process, she is welcome to call our office during our office hours.
Thank you,

Complaint: [redacted]I am rejecting this response because: We do not agree with extra payment of $500-600 due on arrival (this was also somewhat disconcerting, and very uncomfortable for a young lady. thinking that cash would be pocketed, or that her belongings would not arrive because she was unable to pay cash up front immediately.) My daughter, [redacted], told me she  is more upset with the company, Map Systems, than the truckers.To begin with, she was NOTinformed that she was working with a broker/logistics company that would sub out the trucking. She was informed by carriers that Map Systems had their money with [redacted]'s deposit and they wanted more to take the boxes. A professional company who probably lives by referrals should know that the people representing them ought to be polite, which they were not when [redacted] couldn't pay cash or check at the pick up time.
The original person, I believe Christina F[redacted], with whom [redacted] spoke, led her  to believe that a few extra boxes would be no problem, and probably cost no extra.There WAS a problem as no -one was in the office for 5-6 days for [redacted] to change the box count. Nor was there any e-mail response. That is very worrying too. Secondly, she was upset that no -one had contacted her with a window, so was left hanging all day, after changing the date, which we can both understand. It was, however, inconvenient as she had planned to relocate on the Sunday.
We ask that Map Systems look in to the drivers hired to be out in the field, for this is a people business. We ask also, that she NOT have to pay the extra $500-600 in any way upon delivery. We look forward to receiving her belongings in good condition, and in a timely manner, which also changed from 3 days to over a week. With all that went on, the company almost seemed like a scam. We hope that the issue can be resolved so that we CAN recommend this company. Thank you, in advnace for your attention to this matter.
 
 
 
 
 
 
 
 
 
 
It turned out to be a $600 problem due in cash on the spot, and then changed to $500 upon delivery. This in itself did not sound very business like.
She was "coerced" into signing that the extra money was acceptable, or the carriers would not leave. $600 for 8 boxes? Really? $75 per box which wasn't large.
 
Sincerely,[redacted]

Dear [redacted], Please be advised that the carrier for Map Systems sent a check to [redacted]-[redacted] in the amount of $200. I am waiting to see if it does, in fact, clear. Thank you for your time and patience.

Complaint: [redacted]I am rejecting this response because:
This matter is not getting resolved. We will need to use other resources and avenues to resolve it.Regards,[redacted]