Pan-American Relocation Services

I am sorry that you feel we are not attempting to process your refundWe have received your request and have attempted to process the refund on separate occasion ( receipts attached )After doing some research, I have also attached a transaction detail that the issuer is refusing the refund
Please provide your bank with this information and find out why they are rejecting the refundOnce you have confirmed this, we can attempt to refund again

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 belowOf course she will lie about hanging up on me, but I actually have the whole conversation recorded by an app on my phone that I decided to get after being lied to and b.s.'d so much by both companiesI was given an amount and hopefully it is correct, but I still have been lied to about when my things would be delivered and have no idea when I will actually receive them still nowAt this point, I just want my items delivered with an expected date and cost so I can check everything and have the correct amount for the moversI will most likely have the police or someone else there when my items are being deliveredI do not trust neither companiesBecause of non communication and such a long wait for my items I have had to come out of pocket and buy large items for my place that I already had in storageThis is ridiculous and I'm just ready for it all to be over so I don't have to deal with both companies anymore
Regards,
*** ***

Miss ***, I was unable to reach you, however I did speak with your father and explained to him you will be receiving a creditHe did confirm the mailing address for the checkYour credit should be issued shortlyIf you do not receive it within weeks, please contact me at the number provided to your fatherThank you

Miss ***, I apologize for the damages caused to your piece of furnitureUnfortunately sometimes damages do occur, this is why the carriers are insured for damagesI will advise someone to contact you immediately and walk you through the claims process, if it has not already been doneWe appreciate your businessRegards, AAA Moving & Storage

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Mrs***, As explained previously, per our signed cancellation policy you are required to cancel business days in advance in order to receive a refund of your depositYou rejected the carrier while they were at your residenceWe do understand that you had more items than you were quoted
for, this was confirmed by the picture sent by the carrier to ourselves and by youThis is why we reviewed your recordings and shared them with youIn the recordings you clearly requested this volumeDue to these circumstances you are not eligible for a refund

We would first like to apologize for all inconveniences the customer has experiencedRegarding the charges for the extra cost we will review this matter once again with the carrier if the weight or cubic feet did not go over the allocated amount for customer we will refund the overages to the
customerAs far as delivery time frame we have that written in our contracts, also per the customer upon further review of the phone call with the customer our sales rep never said days, the sales rep disclosed the estimated time frame but did not guarantee any delivery date and did also disclose that it could take up to business days which our contracts also discloseIf the customer was told something different by the moving company, that would have to be taken up with them directlyWe have inquired about this statement to the carrier and the are saying that no such thing was said, unfortunately there is not much we can do about this matter since its was verbalAgain we do apologize for the inconvenience and we will look into this further

We have made an attempt to offer some compensation to this customer for any inconveniences caused by the carrier that was dispatched by us, the customer is asking for some time to think about this and advised she will get back to us

Please refer to section of our contracts, below is a copy: AAA Moving & Storage IncMC: is authorized by the Federal Motor Carrier Safety Administration (FMCSA) to be a household goods moving brokerAAA Moving & Storage Incassumes no responsibility or liability for any property damage, bodily injury, or public liability as the outcome of the transportation of household goods transported by an authorized carrierAt shippers request we will assist you in the process to submit a claim to the assigned carrier for settlement of the claimsAAA Moving & Storage Incis not responsible for any omissions or acts of the carrier, its agents, or employeesAAA Moving & Storage Incis not liable, responsible, or to be held accountable for any damage, delay, loss, or expenses resulting from any Carrier or caused by any act of God. The desk seems to be marked damaged prior to the carrier taking possession of the desk, all we can do is forward the damaged item to the carrier and see if they will compensate based off of the standard insurance

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. At first we had problems with AAA moving and Storage there was a miscommunicationWith Goldies help things have been resolved and we are satisfied with the help he was able to giveHe was able to give me better understanding of the situationAfter the help I would recommend the company to friends and family
Regards,
*** ***

This customer never asked for any type of storage, which is typically offered free of charge for upto days if requestedCarrier attempted to deliver this customer and the customer was not ready to receive, therefore they had to keep the items on the truck while traveling their scheduled route
Under circumstanced there would be a re-delivery fee associated with this, however this customer was not charged for re-deliveryCustomer has now been delivered

We are in communication with the customer and ave provided her the right direction to help resolve the issues

We are working with the customer to resolve this matterWe have ordered paperwork form the carrier in order to compare it to the original estimate

We are in touch with this customer and carrier and are attempting to provide a resolution for the damage claim

First we would like to apologize for the customers experience and secondly address all the issues, we have contacted our carrier and the following is what was relayed to usAAA Moving and Storage are not movers and we do not represent ourselves in that manner, we are only a broker and arrange for
the transport of household goodsAs far as hour delays we never guarantee a certain time but being in the moving industry there are many factors which are out of our control that factor with our eta, Carrier stated at the origin they did dis assemble the furniture but told the customer in advance that at delivery they would not re assemble certain things due to how time consuming it was, we dis assemble and re assemble standard furniture itemsAs far as delivery goes customer needs to understand that this was a 'INTERNATIONAL MOVE' and there is a lot that goes with this, like clearing customs, getting all paperwork in line, and the fact that customs can search all good entering the USA and cause us many delay which again are out of our controlRegarding truck driver leaving he was told to the following statement "get the *** out of my house", and shoved out the doorAs far as the damages we will take care of it through the carriers insuranceThe customer did purchase FVRP up to $1,with a $deductible, we will of course process the claim but to our knowledge we did not know about any damages until this pointThis is what our carrier had reported to us regarding the relocation process for this customer

We are in direct communication with the customer to help solve the delivery issueDue to the late delivery we are the process of establish a credit for the customer

Customers items have been delivered

We have tried to reach the customer by phone but have been unsuccessful getting through to the customer with both the numbers we have on fileThe Director of operations has sent an email to the customer to get to the bottom of this matter, and will expedite delivery to her ASAPDue to the time of
year it is some of our delivery ETA's have been longer than but that is only due to the fact that it has been extremely busy for usAs far as lack of communications we get back to our customers in the order we receive them, we apologies for the delays but will make it right for our customer

Please see all notes regarding communication with this customer, Carrier is willing and able to schedule a deliveryClient claims she received a guaranteed delivery dateIt was a requested delivery date with no guarantee madeRepresentative states on call that it was a rough estimate
Recording 1: "unfortunately I cannot give you a guaranteed delivery date" "give...a rough estimate" "again this is a rough estimate" she responds "it can get there later" Recording 2: "I cannot confirm or guarantee a delivery date" "very rough estimate" 06/26/12:09:PM BARBARA emailed client to submit request in writing per carrier`s request 06/26/12:01:PM BARBARA concerns addressed, client could not receive delivery on June 29th or on July 5th or 6th, now she wants delivery 7/to - will "consider" removing negative review when her articles are delivered E-mail from ***: I confirm that I have requested delivery July 13-I am also available to receive delivery July 1-5. *** Sent from my ***

We were able to speak with the customer to go over issues that occurred during the moving processWe are disappointing with amount of time that it took to receive delivery due to several different delays that could have been prevented through proper communication by the carrierWe are working with the customer to provide a good faith credit from AAA Moving for the troubles they have enduredCustomer will be working with us and providing documentation which was given by the carrier, which will help us arbitrate with the carrierThank you