Pan-American Relocation Services

Also this customer went ahead and disputed the transaction, but the credit card company did not honor his request and sided with us, because this was what the customer signed and agreed to.

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.
Fist off YES I did have many more items added to my order , I told Mitchell at AAA that I was working out of state when I originally booked the order & that I didn't know exactly how many items I had she told me to give her an estimate ( which I did)  I then called back 1 month prior to the move to update her & she said to just inform the movers when they arrive that they will be taking weight &  inventory anyways . As far as the Motorcycles they were already in the original quote & the " bulk item fee" was supposed to be included in that quote ( that's the point of a quote)  I was NEVER discounted the difference in price from AAA/Pan Americans bulk item fee vs [redacted] the $613 discount was my AAA Insurance discount I received at booking & the $451discount was for the very late delivery as stated a daily deduction on the back of your contract for each "working day" your late. It also states I was insured for .60 cents a pound . I submitted the proper claim for with detailed pictures & even got the weight of each items to total 2,250 pds & was not reimbursed for any of those damages ...YES I GOT  offer $60, then refused that offer & was offered $200 But even at $0.60 a pd I should of been reimbursed $1350, which by the way does not even cover the cost to repair, let alone replace 1 of my many items that was damaged.
Regards,
[redacted]

This company used unethical and deceptive business practices which led to their claim that they are entitled to keep my $550.00 deposit. When I first tried to get my deposit back in January 2016, well before the 7 day notice required, I was told by their representative, Tania, that I could change my move date and still be able to get my deposit back if and when I decided to cancel my move with AAA. I stated that it would be impossible for me to set a move date before late March. I never would have knowingly made an agreement that would in effect, cause me to forfeit my deposit whether or not I decided to use AAA, since my original move date was mid February. When I tried to get my deposit back at a later date, the company wanted to use the original date of mid February. They fact that they were successful in their deception does not make it right. My rights as a consumer were violated and their practices are not part of a "better business" environment. Although they have successfully ripped my off does not mean that their business practices should go unabated. My family is out $550.00 but I want to remain on record that their practices are reprehensible and future consumers should be warned. [redacted]

We would like to apologize for any inconvenience and have contacted the carrier regarding the issues. They have reported that you were contacted on Sept 9th and stated you are not ready for delivery, your items are currently stored in [redacted] at the carriers climate controlled storage. The carrier...

reported that a couple items were left behind, and they did come back to pick up those items. They have also stated your inventory included 70 items instead of the original 52 you were quoted. They also stated they did special pack your grand father clock ( a $200 value). The carrier states as a courtesy they did not charge you any overages for the additional items or packing services. Your total remains the same as quoted by AAA Moving & storage. We appreciate your business. Please give us a call when you are ready for delivery.

We have not been able to reach this customer at the phone number or e-mail that we have on file in order to rectify this situation. Please contact us at your earliest convenience, we have the paperwork from the carrier to review with you.

We are unable to reach the customer but I think we should be able to settle on terms shortly to leave customer satisfied with our services.

We have been in contact for the last 14 days. We have attached screen shots of some of the messages being sent back and forth to resolve this issue. Although we are not directly responsible for damages (please see par. 2 of your signed contract), as your broker we will help you through the claims...

process. Please continue to follow up through the ticketing system as we help you come to a resolution.

[redacted] as we have discussed sorry for the delays, however the carrier does have to wait for the driver to get back to the warehouse and submit the paperwork for processing. I am glad you now have the paperwork including your weight tickets. If anything else is needed please do not hesitate to...

contact.

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. Hello, You pointed out that there are “marks” on the sheet. This is out of my control when the movers are writing each sheet with the next one underneath. Due to how carbon paper works, marks are going to happen when used like that. Seeing that Pan-American doesn’t have a copy of the contract is really poor. I hired Pan-American not the contracted company by Pan-American that was used. So relying on a scan from YOUR customer is very unprofessional. Yes, Pan-American lied. The only truth was from the initial agent that I talked to saying “I’m new and not really sure what I am doing”. It seems that the motto of the entire company is “I don’t know what I’m doing”. I had told the agent about the quote I got from a company that actually sent someone onsite to do an evaluation and was told “those are normally way off, they just want to charge you more”. Again I understand that an estimate can be a little off, but this was WAY off. I hired a moving company thinking “professionals” would know what to ask and how to write an estimate. I also did the math today on the extra boxes that were transported and see that the additional space was not at all accurate. Small (1.3 cubic feet) and Medium (3 cubic feet) boxes were used for most of these boxes which would equate to less than 130 cubic feet for 45 of them, yet it was marked as an additional 210 cubic feet used. I’m sure you will turn this around on me saying I should have payed more attention to the movers that were on-site and it’s my fault for over paying. This leads me to my point of wanting to be compensated for lost work. Pan-American told me the week of the move that the movers would be arriving on Friday of that week (I had to call Pan-American multiple times just to get this information). I asked if this had been confirmed with whatever company was being used (seems that’s secret information as it’s not provided and is a surprise) and was told by Pan-American “yes, we confirmed it”. I scheduled this with my job and had the approved time off. However the movers showed up on Thursday morning causing me to not be able to work because they were there 24 hours early! Then we have the delivery; I was told many times I would receive 24 hours notice prior to my belongings being delivered. This 24 hour notice was stated by “[redacted] Moving” and Pan-American. Yet out of the blue I receive a call just after arriving at work, the call was received at 8:09 AM on August 22nd, asking where I was because they were ready to deliver and would be arriving shortly. Because of this I AGAIN had to not work so that I could take delivery of my things. I’m a contractor and don’t get paid for time I am not working! My billable rate is $80/hr and I missed 16 hours of work which equals $1280 of lost income due to Pan-American’s misinformation! The responses of “look at the contract, it’s accurate” and “well there were faint marks showing the possibility of more items” is poor service and unacceptable. Regards,
[redacted]

The carrier has reported they are in communication with the customer and the delivery is taking place this weekend.

Your are correct, the carrier did arrive 1 day late. On our telephone conversation prior to your items being loaded or moved we did discuss that you would be provided a $150 discount for the late arrival of the carrier, this discount was provided. During this same conversation we discussed the...

packing of your very intricate clocks. The $100 originally quoted would be for just a regular bubble wrapping of the clocks, we discussed on the phone with yourself and the driver that this would not be enough for proper protection of these clocks. As we discussed during the phone call the price for packing this type of clock would normally be $85 per clock, I was able to discount this down to $50 per clock due to the confusion. This provided a savings of $315 additional to the $150 for the late pickup. As far the the space, please review your original contract which states all moves go off weight and CF and you will pay for any additional space required. It is unfortunate that there were some discrepancies during the process, however we are glad discounts were provided to compensate for this. We appreciate your business and are glad you were delivered in a timely fashion and all of your items were delivered safe and secure.

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.
This is about the responsibility that AAA Moving had to provide me with a moving service that met the terms of the contract I signed with AAA Moving.  I contracted with AAA Moving for (a) a professional move , with (b) disassembly and reassembly service, and (c) paid a bulky fee so that nothing would be stacked on top of my scooter and it would receive special handling.  The movers contracted were people hired off of [redacted], that did not do the (paid for) disassembly or reassembly, and stacked a couple hundred pounds of boxes and furniture onto my [redacted] causing damage.  I did everything I was supposed to, and trusted AAA Moving to provide the services I was paying for, but  AAA Moving did not provide a mover that met the terms of the contract.  I have been given the run-around (referring to how many times I have had to ask the same questions before getting an answer), been ignored (my calls are not returned and my problem ticket was closed prematurely instead of answering my questions).  AAA Moving has defending the moving company that treated me and my belongings so poorly and refuses to use the tools at their disposal to see that my situation is too common with the company that they contract with hundreds of times a year. I have been told that they can only help me if I fill out the claim form, but the claim form is against Better Rate, and makes no mention of their company.  They tell me that they have a ‘procedure to complete’, and that they will help ‘ensure [I} receive fair compensation’ once the claims company has settled with me, but this makes no sense; once the claims company is done with me, there is nothing more anyone can do.  This is just another level of run-around, in my eyes. I am rejecting this response as a resolution as it, like much of the rest of the responses I have received from AAA Moving, and an attempt to deflect responsibility from them. 
Regards,
[redacted]

Please see our cancellation policy in this customers moving agreement. It clearly states, "I understand that if I change my pick up date up closer than the original pick up dates, the cancellation policy applies to the new move dates. If pick up dates are changed to later dates, the cancellation...

policy applies to the original pick up dates." This is our company policy and this does not change. Customer is not able to provide any evidence to indicate otherwise. However, as a courtesy we did offer a credit to the customer to be used on a future move if this one fell through, customer has refused this credit. Regards,

We have been in touch with the customer since the issues with the carrier ( [redacted] Moving) occurred. Customer had and excessive amount of inventory over what they had originally asked to be quoted for, and now understands the overage charges, in order to help alleviate the stress our company...

offered to help the customer by re-imbursing the carrier ( [redacted] ) some of his balance. This offer was given prior to the complaint being issued. After speaking with the customer he understands his issue was with [redacted] and  is comfortable with this and now understands and would like to rescind this complaint. I believe he should be contact with you shortly. Thank you,[redacted]

First we would like to apologize for the customers experience using our services, and for any inconveniences this may have caused her. The customers goods are in transit on its way to her and should be delivered within the next 72 hours, we have also arranged for the carrier to issue a credit to the...

customer and we have been able to agree and settle this dispute. Thank You

The carrier has reported they have spoken to the customer and will be providing compensation directly to the customer for issues at hand.