Pan-American Relocation Services

there was additional overages and the discounts and credits were given on this account to be more than what was originally requested by the customerAt this point the only things left to do is to file claims for damagesOnce again we apologize for the experience you had using our services, please let us know if there is anything further we can do for you

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
Regards,
*** ***

When I signed with Triple
AAA, I was told I would have days free storageOn August 31, the young man
who came to get my things stated they would be kept in storage in ***, GA, until I called them to tell them I was ready for delivery! He stated it would take 7-days for it to get to ** after thatHe reiterated several times, I had days FREE STORAGEThis did not happenI flew to ** on September 1st, to stay with my son until I found a place to liveI am still with my sonI was here only a couple of days when a truck driver, named Rudy, called and said he was delivering my things the next day! Obviously, the
day free storage is misrepresentation, basically a lie! I did not have a storage unit or place to put my things
until September 19th, (well within the day free storage)My sons saw how much pressure I was
under from several truck drivers and they took overIn fact, one of them
threatened my son ***My contract was with Triple AAA to deliver my things for a certain price, not $more! If you choose to continue this
fight for $300.00, I will contact the local television stations and have them fight for meThere was No re delivery, only one delivery
You are responsible to get reputable trucking companies to handle your accounts
not these fly-by-night people with no professional skills at all

This complaint has been resolved with the customer

Miss ***, We do apologize for any inconvenienceWe have contacted the carrier regarding your allegationsThey did report you were picked up in a foot truck as a semi was not necessary for your shipmentThe foreman did report that he advised you that they remove the legs of the table
which was damaged, and you requested they not do soThe carrier is responsible for any missing or damaged items, however we are happy to help you through the claims processPlease contact our Quality assurance department in order to create a claim, ###-###-#### Ext ***

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
This company hired an F rated company, which have not delivered all of my items after monthsSome of my merchandise was deliveredI was threatenedArrived, left with furniture for hours, urinated on expensive mattressUnethical Practices AAA Movers hired an F rated company to move my thingsI later found out that the companies are affiliated with one another (***)The company is *** *** ***This has been a truly terrible experienceI have things missingThere is an entire sheet of furniture that has not been delivered and today is 10/29/The best thing that I have going for me is the fact that after so many times of conversationSo, I DEFINITELY HAVE PROOF of being cursed out, threatened, made promises that weren't keptThese movers showed up weeks after requesting my furnitureThey attempted to swindle me out of extra money because the men that came did not want to move my things so they hired what appeared to be illegal immigrants that had nothing to do with their moving service, and forced me to give them $to rent a *** truck, and pay the workersMy furniture was stored in a place where my items had mold and mildew, and was destroyedI have box #*** that they had on the front of the sheet when he came that was missing totally, my bedroom set is destroyed with water damageThe workers urinated on my mattressI called the police nothing could be doneMy mattress reeked of urine, and it has a stain going across the length of the mattressI contacted the Revdex.com concerning AAA Movers, nothing has been done or saidI have been dealing with *** *** *** had everything that I have worked for in the last yearsI am so sad that this has been allowedI have read so many stories, and I can only wonder why it is being allowedI paid thousands of dollars to have my furniture move, and I have been abused, and my furniture and belongings have been abusedThis company has damaged my furniture by placing it in a place where is has been wet, damaged and mildewedBefore hiring this company I was told my things would be stored in a "State of the art, climate controlled facility"The drivers finally arrived after three weeks of my call to ask them to deliver my thingsI called continually, and I was lied to over and overI was informed that all of my items were together and would arrive together (recorded)After all the waiting I still do not have all of my items, and I was told they do not know where my things areI had to call the *** Police because of the behavior, intimidation tactics, and theftI have a recorded message where I was told if I did not give them more money that they would hold my items, and I would never see them again (cursing and abusive language)I was told by *** at AAA movers that I could move my things into my own storage and I would not have to pay extra for a shuttleWhy would I need a shuttle if my things were going in to my storage? I was forced to pay for the shuttle anywayA *** truck for a day is $19.00, I was forced to pay $I was not allowed to look in the truck to see my items(I do not believe the items were in the wheeler truck, I believe this was a gimmick to get more money while they waited for helpersThey disappeared for more than an hour the first time, and more than hours the second time with my things and tried to force me to give them cashThey brought back what appeared to be illegal immigrants (could not speak or understand English) to move my furniture, and did not finish putting my items togetherThey did not have any tools with them*** said he is just a trans porter and he does not move furnitureWhen the Company arrived initially it was only *** and *** This was a scam to cheat me out of my money so that they could pay their helpThey forced me to give them almost a $1,dollars and I have almost nothing to show for it, not to mention I had already paid them almost $I hired AAA Movers, and they hired *** * ***, and *** ***On the contract it shows that anything extra I should have been allowed to pay within days, but they made me pay money that I did not oweThey also required $cash or they would keep my furnitureI want my money refunded for all the inconvenienceI want my furniture or you need to pay for my thingsMy furniture was stored in a wet area and messed upMy mattress was destroyed on purpose and my things were ransacked when the company left for hoursI want justiceIt has been over monthsThis is ridiculousI want my money and the items replaced that were destroyed and stolen from me
I want my money refunded for all the inconvenienceI want my
furniture or you need to pay for my thingsMy furniture was stored in a
wet area and messed upMy mattress was destroyed on purpose and my
things were ransacked when the company left for hoursI want justice
It has been over monthsThis is ridiculousI want my money and the
items replaced that were destroyed and stolen from me
Regards, *** ***

Issue has been resolved with customer

Customer has been successfully delivered

***, Here is the breakdown that I can see in your notes from the carrier : Total Weight: lbs ( additional ) $of packing materials, $long carry charge, additional fuel surcharge of 44.10, Additional stairs at destination $75.00. We have requested this paperwork for our
review and will follow up with you as soon as it is received. We appreciate your business and will do our best to helpContacted carrier, stated client had a total of items, a total weight of 2,( additional lbs), pf packing material, $long carry charge( should have been charges, but they only charged for one), additional fuel charge of 44.10, stairs @ destination $75.00, for a total of 2,Final balance is 1,027.Contacted carrier, stated client had a total of items, a total weight of 2,( additional lbs), pf packing material, $long carry charge( should have been charges, but they only charged for one), additional fuel charge of 44.10, stairs @ destination $75.00, for a total of 2,Final balance is 1,

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

We have been in communication with the customer, were able to review contract with the customer and review the statements that explain we are a broker and an agent on their behalf that provides them with a carrierCustomer now understands this and is comfortable with itWe were able to
assist the customer with creating a claim with the carrier in order to receive reimbursement for damagesCustomer states there was some confusion but she now understands and is comfortable with the situation

After reviewing the call between our rep and you we have confirmed that the location of storage was never discussed, the only thing he mentioned regarding storage is it’s free for the first days other than that there was nothing saidWe have sent over the recording for your reviewCarrier
storage is provided for free, however is not accessible by the customer and is usually at the originWe thank you for your business

First we apologize for the inconvenience the customer has encounteredThe customer needs to understand as previously stated to her and per her contract we have days to complete the pickup our carrier has the right to come either day, our carrier had gone above and beyond to reschedule her last
minute to the 22nd per her preference and even got their earlier than he estimated, this is the first time in my life that I heard someone being upset with thatNext is this is a "INTERNATIONAL MOVE" our paperwork states and of course you should know that forms are needed to be filled out to clear US Customs, nit required by the moving company but the USA, also we worked with her so she can email it to usRegarding delivery again this is an "INTERNATIONAL MOVE" delivery takes 2-weeks always and can even be delayed if US Customs decides to inspect goods, something that is out of our hands, also we NEVER EVER GUARANTEE delivery because there is so many moving pieces to the move process that can delay us, so that is a complete accusation stating that we promised delivery on day, we have never ever done that even for our long distance moves in the same countryNext is the fact the customer is stating we marked items as damaged on pickup and those items came damaged, again they were marked damaged or chipped on pickupAs far as additional charges for packing of course we will charge customers if they require packing, if the Foreman on site feels that something may get damaged while in transit of course he is going to do what he needs to do to better protect it, it is his job! Also we never just pack anything without the customers consent and knowledge of the additional chargeWe find it insulting that after all we did for this customer she still wants to complain we even gave her a $credit because one of our supervisors wanted to sympathize with her and after she received this credit she was happyAt this time there is nothing more we can do for this customerWe apologize for getting your goods from one country to another within business days and delivered to you on a national holiday to give you the best service we can

I have attached the paperwork we have received from the carrierWe are a Broker, as a broker we dispatched your move to I *** MovingPlease review your signed moving agreement thoroughly, it is stated in many places that we are in fact a brokerThe carrier has provided all paperwork showing you
had extra items and packing chargesYour items have not been transported without your permission, they are in storage is *** per your request to the carrier on 8/18/I apologize that you feel that we are "taking sides", however we are just going by what is in writing and signed by yourself and the carrierIf you feel you do not have these items, did not use the additional space, did not use packing - We are happy to relay this information and help dispute the chargesThank you for your business

Issue resolved with the customer

Thank you very much for your assistant. 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. The furniture was finally delivered on Saturday night, 9/16. We definitely have complaints about the late delivery. They missed the first tow deliveries they promised (the window is as wide as three days) and never called us during that period. The only phone number we have with Pan-American Inc didn't work, as we said in previous email. There's no way we could complain at this time. Furthermore, after delivery, we lost the four legs of the sofa, and it could be seen in bottom "remark" section in the attachment. We never uninstalled the legs of sofa by ourselves. The delivery staff said the leg could be uninstalled and put into one of the moving boxes after initial pick-up. We told them it was impossible, since all the moving boxes are sealed by us. Then the delivery staff asked us to look for it later since they had to leave. They would mark it in the receipt. We didn't find the legs of sofa anywhere later. Now the sofa was useless without four legs. They could tell us earlier if they would need to take it out. What is weird is that they gave us one additional bed drawer. We said it was not ours, and it could be other customers' who shared the 18-wheel truck space with us. And they said it didn't matter, you could keep it. Thanks, [redacted]
 [redacted]

Mrs [redacted], We apologize for any inappropriate actions by the movers as we would like our customer to feel comfortable during their moving process. We have spoke to Barbara, who is in customer service and she states she would not hang up and they the call may have got lost. She apologizes for the misunderstanding. The notes in our system indicate we were informed you reported that you are ready for delivery on June 27th and an e-mail was sent to the carrier that you are ready for delivery on this same day. We hope you have now received your weight tickets and final balance from the carrier as they have reported these items were sent over. The carrier has reported your items are now in transit. The carrier is obligated to provide you a credit of $25 per business day after 21 business days, we have sent an email and copied yourself on this to confirm that they should be crediting this amount off of your final balance. We wish you a smooth delivery and apologize for such a large delay in the delivery from the carrier and all other issues.

We are glad we were able to resolve this matter between yourself and the carrier and help provide additional compensation above your expectations from the carrier! We apologize for the inconvenience

We apologize for the inconvenience. We have contacted the carrier and the following was their response. I spoke with customer on July 20th. I advised customer we were deeply sorry and that we will go ahead and take responsibility for any damages or missing items. We do have a claim department that...

takes care of our claims. I provided customer with claim department information such as a contact number, a website, claim forms and further information of claim process questions she might have. Unfortunately, She has to fill out the claim form and provide it to claim department. When this is done claim department will go ahead and give her a settlement for all damages. If unhappy with settlement, management will go ahead and try to see how much more they can do from their end to make customer happy. Please let me know if you have any further questions regarding this file. Thank you, Representative R and R Moving and Storage

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.
Pan American agreed to refund my...

$600.00 that was charged to my credit card. My credit card wants a valid credit slip sent in order for me to get the refund. I have tried calling and emailing them but have not gotten a response.   I want them to send me a valid credit slip so that I can get a refund.
They agreed to refund my money, but my credit card company wants a credit slip sent.
Regards,
[redacted]