Pan-American Relocation Services

1) We understand the carrier had issues with their truck, they stated they called and you had accepted the new pickup date with the $discount they providedIf you were not in acceptance we would have to send out another carrier in this type of situation2) You were quoted for basic packing for the clocks, Which is the drivers opinion was not enough for the intricate type of clocks you hadThe extra packing is only to protect your itemsYou decided to go with the packing, this is why your items arrived in the same condition as when the carrier had picked them upWhen you choose not to do the extra, you face the risk of damages to the itemsDue to the confusion involved, we did provide a discount of approx 50% off what the additional packing would have cost, which you verbally accepted3) We did not force you to accept any of the terms, you have the option to refuse any and all services if you choose so4) We have provided the necessary discounts in order to accommodate your move, unfortunately we do not allow customers to accept a discount and then re-dispute it in attempt to get further discountsIf you did not accept initially, you could pay the full price and then come back to settle on a discount for the issues that occured

We are working with the customer and the carrier to ensure items are delivered and proper compensation is received due to late delivery

We have been in touch with Mr*** and have been able to assist him in mitigation of his issues with the carrier, carrier had made a mistake with his move and we were able to correct this mistake and Mr*** was only obligated to pay for the appropriate amountsHe is happy with out
our services as an agent on his behalf and would like to retract this complaint

We were able to speak with the customer and explain everything to him thoroughlyHe understands the chargesThank you for your business

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowIt seems that AAA Moving & Storage and I continue to disagree on what actually happened so I will join in with some other people who also feel they were cheated and lied to by this company and go after this company with the help of attorneys
I am stating that I don't accept their response but this complaint can be closed because the company continues deny any wrong doing on their part and that doesn't look like it will change
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Before a contract was ever signed with AAA, I was told that they had their own trucks, their own storage, and would match any competitor's priceMy estimate price doubled before the move date even approachedWe agreed upon one price, then when the day arrived to move my things, no one appeared at the appointment timeThey did not show until hours later and arrived with a box truckThey made me sign blank forms before they would even touch my belongings to load them into the truckThey claim there were additional items that were not discussed with AAA during the reservationThis is falseThey charged me for actions that no other moving company charged forI did not select this third party mover so I was stuck with them on a limited timelineI wasn't told the total of anything until after the truck was already loaded and the forms were then filled outThe itemized list is illegible and merely states "box", but the label that was on each boxHow is one supposed to verify inventory with that? I reject their supposed resolution as sides were definitely taken when the statement of "I have worked with this company for years and I know they are not a liarYou signed a contract with them therefore you agree to the situation" was issuedI signed a contract with AAA that is supposed to supersede any contract with this third party per AAA's statementsI have received calls from someone named Michelle who claims to have no idea who this other man is that AAA keeps saying they call and speak toThis man called me directly and told me my belongings were in *** and demanded 50% of payment since he drove all the way out hereI never requested my things be brought out yetThe man then told AAA the next day that my things were still in transit on the way out hereToday (9/8/16) I get a call from Michelle that says my things are still in *** and have never leftI called AAA again today to figure out where my belongings areThey called the same man they claim to have known for years (I don't know how to spell his name) who told them that my things were in storage in VEGASIn the span of ONE WEEK I have had FOUR different stories as to the location of my belongingsPreviously, the Director of Operations at AAA, Chris, and this man he has known for years at *** Moving (the name I cannot spell) were on the phone together and came to an agreement on remaining balance leftWhen Michelle called me today to schedule delivery of my belongings from ***, she quoted me a remaining balance that was $3,HIGHER than what was agreed upon over the phoneThe runaround one gets with these two companies is shameful and embarrassing for them, and aggravating and infuriating for meBefore agreeing to work with AAA, I was told that they would be my advocate during this transaction and if I had any questions they would work diligently to resolve them and make sure I received the best customer serviceThis is FAR from that promise
Regards,
*** ***

This customer was delivered within business days of her first available date, Which is within the allotted time for delivery of a shared load

Please see carriers response: Order Number_ ***. We are responding to customer claims, comments, concerns and information that is not accurate. First issue, when customer booked a job though AAA/Pan America, *** *provided a list of items she was
scheduled to move from California- WashingtonShe initially advised that a total of pieces where going to be moveWhen the moving company arrived for pick up in California location we picked up a total of pieces more than double what we were prepared forMore packing needed, more space on the truck, and more help for the crewCustomer’s motorcycles were in customer’s original quote but the bulky fee was not included. *** *** knew before we started her move altogether how much the bulky fee was going to be for handling on motorcyclesPer AAA Moving and Storage: VERY IMPORTANT: If you are going to add additional piece/items to your inventory at origin, or if your inventory pieces/items are different in weight/cf from what was estimated on this agreement when the carrier arrives: Carrier foreman will provide you with a revised written estimate to sign on site including all costs necessary for your move*** Moving and Storages ‘rate for motorcycles are a total of $per each motorcycleCustomer was charged $for the bulky handling motorcycles feeCustomer made it clear that was not includedR&R Moving and Storage contacted AAA/ Pan American to confirm the amount for the bulky charge and they advised it is $per motorcycleWe did go ahead and also provide a discount of -$for the difference in bulky charge and adjusted it to AAA/Pan Americans rate at $per motorcycleCustomer is correct we were running late for deliveryCustomer also got a discount for the delayed deliveryShe got a discount amount for delayed delivery of $removed from the balanceCustomer was delivered 1st half of shipment and then the 2nd half of shipmentTotal balance collected upon delivery was updated because of the bulky of motorcycles and delayed deliveryCustomer stated she has damages done to her propertyWe provided the claim department information to customer and she went ahead and filed a claimShe had to provide full information to claim so they can give her a settlement amountCustomer’s shipment was not a full coverage moveCustomer was covered by basic liability the moving companies have to provide by lawCustomer did get a settlement amount from the claim which he didn’t agree toAs a moving company we can only let her know she has a right to sign or not the settlement she receivedPer our contract she can only pursue arbitration for additional compensationThis move was provided and service year of We are still trying to organize and see what customer chooses to doAt this point we have tried to the best of our ability to provide all information and information neededAlso, customer confirmed she did file a police report, she didn’t threaten that she might file oneWe have attached all documents providing evidence of every step and all information backing this whole statementThank you, * *** * Moving and Storage

I am not sure if we are on the same pageIt appears your QA call was completed with Erica on 4/19/and your move date was 4/24/Per our cancellation policy on 4/19/you did not qualify for cancellationYou paid based on the amount of space that your items required, which is clearly stated on your original contractPlease be fair, as the carrier must be paid for the space that is being used by your goodsYou have option at pickup to take less inventory if the additional space is not affordable, however you agreed and signed off on the pickup documents to take the additional goods

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowNot sure why I couldn't fill out on the form you sent me, the list of items that I have them over the phone was recorded I sent pictures of phone calls they sent and a half messages after I was Done with the representative and accepted the job from AAA I believe a lot of items were removed, I moved from a bedroom house across country, for the small amount of things that they had on that list I could of drive myself, in which I ended up doing, AAA sent someone with a budget truck the company that he said he was from was unique movers, when he saw my things he said I'm not taking that, he made up another price that was more than was quoted so that I wouldn't be able to afford it, then he said for the move I didn't have that amount of money so he said, I'm not taking your things and left the driver refused the initial order, I was scammed and swindled out of dollars because I think they didn't feel like doing the jobAlso all calls were recorded which was calls were only sent so they just be hiding something
Regards,
*** ***

We would first like to apologize for the experience the customer had while using our servicesAll full service moves with authorized moving companies are based off a volume either weight, cubic feet or bothWhen our reps enter inventory in our system it is based off of industry averages and
generates a total volume for that move which is what we use to generate a quote for the customer, now we are not like *** or *** we do not rent out entire trucks to them, we SIMPLY and ONLY charge them for what they use if you use more volume u pay more, if you use less you pay lessThe customer did have a full pack job which means we provide and bring all materials and do all the work but again if you have more volume then off course more materials will be needed and there are charges for additional services the carrier lowered their original revised estimate by 15% and they did not accept the offerThe carrier will not refund the deposit used to reserve the space on the truck to us because they showed up and were going to render services for what was allocated on the contract but the customer refused services unless we took all her inventory which was close to double the volume. Due to those circumstances that is why we offer 50% of the deposit as a settlement offer and will not increase that offerThank You

Revdex.com spoke to Goldie at business and the following was relayed: I have been trying to contact the customer, she does not answer and does not respondRevdex.com attempted to contact consumer, went to vmPlease email business with Revdex.com cc'd as to when you will be available and able to answer your phone in order to arrange an agreeable time

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once again, AAA Moving & Storage did not address my complaintI have spelled out my issue numerous times over the phone, via email, and now through this formal complaint process, and they are still not responding to my specific issueIt is hard to tell whether this is a result of their customer service staff's limited comprehension, or a result of them trying to shirk responsibility and deflect the blame onto the customerEither way, they are definitely not taking responsibility for the problem that their sales staff are telling customers different information than what is outlined in the contractThis is incredibly deceptiveA verbal agreement with sales staff is still an agreementI have sought legal advice and was told that a verbal agreement is still legally bindingFurthermore, it is obviously insulting to be told to read the contract - once again, they are deflecting responsibility and displaying poor customer serviceI have already spoken with their 'quality assurance' representatives who simply transferred my complaint to their customer service peopleI have spoken to different people in customer service - mainly Kris T- none of whom have addressed this issueOther customers will likely face a similar discrepancy between what sales staff are telling people (a verbal agreement) and what is outline in their contract if the company does not reconcile this very fundamental issue in their business practice
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I will be replying as soon as I
get my furniture from the company aaa subed it out tooAt that point we can reach an agreement. *** ***

This has been settled between AAA Moving and Storage and the customer, there are some issues remaining but are between the customer and carrierWe have a signed settlement deal with the customer

I have reviewed the response made by the business in reference to complaint ID ***, and have determined
that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
They contacted me told me I could have a $credit, to contact my bank and dispute the amountThe bank told me that it has been too long to file a disputeSo I have been trying to call them again and of course no answerI have left messages and no one returns my callThey have the worst customer service deptI have ever come acrossI would like to receive the $that they promised me from themI want a money order for the $and I will resolve this problem with them until I receive the $backThank you for your help
Regards,
*** ***

This issue has been resolved with the customer

It is unfortunate that you are not willing to communicate and accept the offer which we have made to youThe carrier has provided you a credit of $per our requestWe have offered another $creditThis total amount of this discount is 25% of the total cost of your moveDue to the carrier being late over the business day legal limit we were able to ensure they did provide at least $per day as per our tariffWe are glad you were able to accept the discount of $provided by the carrierPlease review your signed moving contract, Par states once the move is dispatched the CARRIER is the party responsible for delivering in a timely fashionOnce again we would like apologize for any inconveniences which may have been caused to you by this carrier

I have attached your revised contract which was provided by the carrier to usThe inventory list shows extra items, and additional packing that you agreed toWe are not taking any sides in this matter, we have attempted to mitigate between you and the carrier to reduce the overages and were successful in doing so. Without being there while the move was preformed and being able to see the items we cannot attest to the validity of the article list, we can only go off what we have in writingThe carrier has agreed to a remaining balance due of $ This is based on CF of space and a reduced packing charge of $ 678.00. They have been holding the items in storage for over days and under circumstances would be able to charge another per CF for additional storage over the days which are free, but will waive this charge as wellThe carrier is ready to deliver as soon as possible, as it is a liability on them at this point to hold the items in storageIt has come to our knowledge that you have retained an attorney to mitigate between yourself and the carrier, we will work with him to provide any and all information that is available to us in order to resolve thisAs a broker our responsibility is to collect your inventory and provide you with an estimate based on that inventoryAs stated in the contract your additional fees can be as follows: Understanding Your Estimate Customer has selected a binding not to exceed priceTotal 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 AAA Moving Services with an accurate description of the items that are to be moved and the services that need to be performedIf 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.This Moving Estimate Includes: Professional Door to Door ServiceDisassembly and reassembly of standard furniture items disassembled by movers at pick upLoading and unloading of all furniture, household goods, and boxesNo charge for elevators or first flight of stairs (steps) Standard Cargo ProtectionUp to $10,based on $0.60/lbper article; if selected at time of pick up.All taxes, tolls, fuel, fuel-surcharges and mileageBlanket wrapping of furnituredays free storage in a secured climate controlled facility for Interstate moves onlyShipper must request storage at time of the reservation is preparedNo charge for date changes outside of business days of the first pickup date, if customer request to change dates within business days of the original pickup date a $fee may be appliedPayment Terms: The remaining balance is broken into payments 50% at pick up and 50% at delivery to carrierPayments can be made by postal money order, or cashIf payment is not made in full at delivery prior to unloading, the carrier holds the right to place goods in storage until payment is made in full including storage and re-delivery feesFull Packing: If you have been quoted for full packing, this means the carrier will provide all materials and items needed to pack your household goods(This does not include special crating or special packing for items such as motorcycles, pianos, grandfather clocks, etc.) Additional Services and Fees: Packing supplies such as boxes and bubble wrap if not included in the original estimateFirst flight of stairs are freeEach additional flight of stairs is $A flight of stairs is considered as stepsLong Carry: first 150ft are freeEach additional 100ft is $If a foot truck or an wheeler cannot get close to building or house for loading and unloadingA shuttle service may be applied for a minimum charge of $or $per Cubic feet Packing of breakable items like Mirrors, TVs, Glass, and/or Crating ServicesUnless specified in original estimateFull Packing: Any additional packing services needed or requested outside of the original estimate, will incur additional charges Storage will be charged at $0.40/cubic foot for any additional months($150.00/month mini

I apologize if you have not been able to reach usPlease call ###-###-#### Ext *** in order to open a trouble ticket so your issue can be resolvedThe information you were given before is correct, we are not directly responsible for damages that occur during a moveHowever we will help you through the claims process against the carrier, your move does include Cents per lb coveragePlease give us a call at your earliest convenience to obtain help with the claims process