Pan-American Relocation Services

Miss [redacted], I am very sorry to hear about the passing of your mother. I know it is a huge loss. I see the move occurred during the middle of last year, do you have any pictures of the damages or  any pictures of the delivery being dropped off blocking the front door? What was the outcome of the...

insurance claim which you processed with the carrier?

To address your concerns, a) We are a broker, this is stated several times in your contract as well as during the electronic signature as you accept the contract. b) We are waiting for the carrier to send your moving paperwork an apologize for the delays during this time of year. c) The carrier ran...

into issues and was late 1 business day and we will ensure you get provided a credit for this delay. d) Once documents are received, we will ensure you get charged the correct amount based on your inventory. e) your move did not include full packing, this is an additional service. Please see your contract. f) We are waiting for the carrier to provide this information, we understand you were not present during the move. G-h) Barbara will contact you to help better assist you with this claims process.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com received the following message from Goldy in response to complaint: I have reached out to this customer and will try to resolve this issue.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Yes, my complaint has been  resolved. Thank you so much for your help!
Regards,
[redacted]

This issue has been resolved and the customer was advised on how she can receive a courtesy refund.

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]

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]

Mrs [redacted],   I apologize for the poor experience that you have had by the company dispatched by us. I have contacted the customer service at [redacted] and forwarded your complaints to them. They are an accredited business, and your experience should have been positive as has other customers....

They advised me they are reviewing your circumstances and will get back with a resolution for you. The name of the customer service rep dealing with your account is Max and the number you can reach him at is ###-###-####. He can assist you further with your damage claim as resolution to other issues. If you cannot reach a satisfactory settlement we are happy to get involved and attempt to help you. Thank you for your business.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The second response, dated 8/9//2016, is an exact copy of the first response from 7/22/2016. The Director of Operations was somewhat talking to me, but the situation has not been resolved. My shipment is over 3 weeks late! Going for nearly 2 months without your belongings is cruel. I held up my part of the contract. I keep asking, Where is the accountability? The situation is getting worse, not better. Since they have all of my contact information, proven by the email, and personal calls from the Director of Operations, their response is invalid. As is the excuse that it is a busy time of year. Is my money no more important than other clients'? [redacted] website states they have a reasonable time to deliver and guidelines for communication, in writing. That has not happened. I would have to file civil suits in NY and WA. I don't have funds to do that. They have me over a barrel and they know it, so as of yesterday, 8/8/2016, my calls and messages are going unanswered and we are back to the beginning original complaint.
Regards,
[redacted]

Customer made a mistake between us and another company, but we have settle this issue with her.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.
Moving company threw my computer during the move that they broke the motherboard. Cost of repair is actually a new computer. After a short conversation with Goldie, Who says they are not responsible for the damage he requested that I take it to a repair shop to get an actual cost. Now that I have a cost, I have called him 10 times and they refuse to respond. They will not return phone calls at all. This damage was reported at the time of delivery and I have pictures of the damaged box which clearly states that it contained a computer. This is a 1500.00 dollar computer. It could be repaired correctly but would require a new motherboard and and 16 mbs of memory sticks and a new I7 processing chip. Replacement.
Regards,
[redacted]

Mrs [redacted], We were able to speak with the carrier regarding your request for storage. However the paperwork we have on file as well as the paperwork from the carrier do not indicate any request for storage at origin. The carrier indicated that you were available for delivery right away. They...

indicated when they called you to schedule the delivery, customer advised they are not available. Carrier indicated they had to place items in a local storage and re-deliver items incurring charges of $300 for the re delivery. Unfortunately, this would be a valid charge on by the carrier for re-delivery. Contracts are attached.

We would like to apologize for the negative experience at pickup. I know this was a stressful and very costly move for you from the beginning. There was a large amount of overages at pickup which raised the cost over your budget. For this reason we did provide a courtesy discount of $400.00 off the...

cost of the move. After delivery we did receive your complaint regarding the driver and followed up with the carrier regarding this. The response we received from the carrier was that the driver had been with them for a long time and did not have a history of complaints like this, they said they would follow up with other customers to ensure it was not happening. Unfortunately without any verification, they would not provide further compensation. As far as missing or damaged items we can definitely help you with the claims process. Please contact me directly at ###-###-#### Ext [redacted] and I can help start your claim. Please have a list of items and pictures of the damages prepared. Thank you for your patience.

Mr. [redacted], We are in agreement and we apologize that the movers did not arrive within the reserved pickup window due to unforeseen circumstances, however we have notations that you approved and agreed for them to arrive on a later day. We have contradicting stories from yourself and the carrier....

They are stating that when they arrived there were extra items that needed to be moved as well as a significant amount of packing to be done, which was not indicated on the original move. They have also indicated that they offered to pickup the items on your original contract that were packed and ready for shipment. When we spoke with yourself we offered to send out another crew, due to the opposing statements and in order to reevaluate the situation and this option was not suitable to yourself. We have also offered to provide courtesy compensation to settle this matter however you stated your would not accept anything other than a full refund. Please contact us to attempt to settle this matter.

Mr [redacted],  I apologize for any inconvenience that you have incurred. I have researched your situation and found the following: 6-1-17   You spoke with a moving consultant and reserved your move for the inventory provided. 6-23-17 You spoke with Erica from QA and confirmed there were not...

any changes to the inventory provided (a measure we take to ensure proper space requirements) 6-29-17 The carrier arrived and discover a totally different inventory and provided a revised written estimate consisting of 740 extra CF, which was signed off by yourself.  While completing a estimate we do rely on a correct inventory being provided to us, when inventory is received it is entered into our software and the volume requirements are generated off the industry standard weight/cf. We feel confident if the correct inventory was initially provided we would have been very close to what your actual revised estimate came out to. Please see language in your signed contract which highlights this: Customer has selected a binding not to exceed price. Total costs will not exceed the estimated cost; detailed in the list of pieces, for an estimated weight/cf listed in the Relocation details of this agreement, providing that Customer provides Pan American Relocations with an accurate description of the items that are to be moved and the services that need to be performed. If there is an increase of items, packing services, weight/cf 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. We hope this helps with a better understanding and hope instills confidence in your revised estimate which you agreed to with the carriers foreman.

As stated in the previous e-mail and in your original signed contract, if you have items above and beyond what you have signed for there will be overage charges depending on how much additional is required. This is the reason we do an inventory in advance. The driver did send a picture which was attached in our last message, showing the significant amount of additional items. The amount he quoted you in addition to the original quote was for the additional items, As you mentioned he was willing to take the items on the list for the original cost. You did not agree to take the original items, or pay the additions for the excess. We have sent you the recordings in which the inventory was discussed and requested.

We have made several attempts to reach this customer at the phone number on file. We have created a ticket and sent an e-mail to the e-mail address on file. Please contact Julius at ext [redacted] to resolve this matter.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The recording of the conversation ( time 12m 10sec) when I requested to change the time frame which puts me where is was able to cancel my service if I had know he amount would have increased $500 plus. And all the measurements were specified in a different conversation with your employee ( lxwxh). How am I suppose to know what is considered small medium are lrg  according to AAA policy. Thats the reason why I gave Erica the exact measurements. I should not have to pay for someone else mistakes. And unable to get a refund when I wanted to cancel all services because Erica made a mistake. Regards, [redacted]

The carrier has reported this customers items have been delivered.