Pan-American Relocation Services

This is not a customer of ours, we have contacted him once per our records and he stated it was the wrong info and he was not moving and we promptly removed him from our list. No outgoing calls have been made after that. We receive customer info from third parties but customer information goes to 7...

other companies as well. We apologize for any inconvenience we might have caused for calling customer.

Customer reported issues with the delivery process. Customer has missing items. Carrier has indicated the missing items were located and will be delivered to this customer.

This Customer booked with our company on 6/6/16, reporting another company did not show up to do her move. She needed her move to be completed by 6/9/16. We had to go out of our way and move other customer around to help accommodate this customer. She paid $4434.10 USD and reserved 490 CF of space...

for her move, per the inventory that was provided. This space was held in the truck for this customer. Carrier reports customer signed off on all paperwork at pickup. As a broker our obligation is complete, we reserved the space for her and provided her with a carrier to accommodate her on a very tight timeline. We appreciate her business.

Mrs [redacted], We apologize for any bad customer service that was received. We will make every attempt to give the best customer service going forward. We are now in touch with you regarding the delivery and will update you as soon as we are aware that the items have been transported out of storage. We...

have requested the weight tickets from the carrier in order to confirm the charges are correct, if the weight tickets do not justify the charges this will result in a credit from the carrier. We have spoke to the carrier regarding the crew and have advised you would not like the same crew again.

The amount of $139.16 had been refunded to the credit card which you initially used for the reservation, After our review we have determined that this was not a valid charge on the carriers part. I am glad I was able to you out with this matter. Additionally, the promise which you say was made to your wife by the driver is not something I can verify and cannot help arbitrate this issue. I did notify the carrier and their driver denied the claim, that being said the original written contract is the only document we have to go by. I am glad your items have now been delivered and are in your daughters possession.

Resolved with customer.

We are sorry to hear that you were not satisfied with the carriers services. Have you already filed a formal claim through [redacted].net? We will be happy to assist you through the claims process.

Miss [redacted], I would like to sincerely apologize for the delays. As a broker we have attempted over and over to ensure your items get delivered in the appropriate time frame, however the carrier has failed to do so. We no longer work with this carrier for this reason. In order to make up for the...

stress caused to you, we will enforce this carrier to credit you $25 per day over the 21 business day limit they are allotted. You will get this credit off of your remaining balance. Their most recent update to us is that your items are in [redacted] and will be delivered by the end of this week. We appreciate your business and understanding. Regards, AAA Moving & 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.
The movers did not bring tools to take the table legs out I told them if it needed to be done it was ok. The funny part is that table was moved twice without removing the legs and without it getting broken. What about the other damage furniture? The missing boxes? The fact that I have not received my insurance papers to file a complaint? They have my number they should be calling me the same way they did when they were trying to get me to do my move with them.
Regards,
[redacted]

Revdex.com spoke to Goldie at business and the following was relayed: The third payment has been issued and this is resolved.

Mr. [redacted], The inventory provided on your original estimate and on your quality assurance call does not match the one taken by the movers. Your inventory for the quote was 45 pieces VS the 120 pieces that you have moved. The extra charges were for the space the extra items took up as well as the...

packing. Please see a breakdown of the charges attached. We apologize for any inconvenience.

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.
AAA called and said they were talking to [redacted] and asked them to expedite my claim to 45 days and said they no longer use [redacted] as their carrier.  I told AAA that I still would like to have this claim remains open till [redacted] works out a satisfied settlement with us.  The fact that AAA is no longer use [redacted] let me think that I need the Revdex.com to help to hold AAA responsible for choosing [redacted] - a misleading fact that I did not know .  I also let them know that as senior citizens dealing with their complicated business practice is not fair for us.  As of now I have not heard anything from the claim agent for [redacted].
Regards,
[redacted]            We were able to speak with this customer. She does understand we are a broker and per our contract the carrier is responsible for any  damages caused to the goods. She is glad that we are attempting to  assist her as she is currently going through the claims process with the carrier.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  thanks so much. 
Regards,
[redacted]

Mr. [redacted], Apologies for the late pickup. According the to information that was provided to us by the carrier, your delivery occurred on Aug 16th. According to our contract the normal time frame for a move of this distance can be anywhere between 2-10 business days, however this is not guaranteed...

and the carrier does have up to 21 business days. Your belongings were delivered in 12 business days. As far as the shuttle charged, this is written in your contract and if a tractor trailer cannot fit at the destination the carrier is allowed to charge 300 + for the extra time and materials required for delivery. Regards, AAA MOVING & STORAGE

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me so long as I receive the agreed upon credits. 
Regards,
[redacted]

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. First, they can't even get my name right.  Next, this is just false.  When the carrier arrived we did, in fact, walk through the house and compare the inventory given to you with what was actually in the house.  I fully admit the inventory given was not 100% correct.  There were some things that were left out originally, and we expected that the actual cost would be a bit higher.  However, as confirmed by the carrier, the inventory given should not have resulted in an estimate that was 3,000 lower than the actual cost.  It was not that far off.  Yes, we did sign the forms from the carrier.  We had no choice as we had to be out of the house the next morning. Something pan-american knew would be the case when you low-balled us on the estimate.  While not 100% accurate, the inventory given to you over the phone was MOSTLY accurate, as proven by the carrier's walk-thru.  The only reason we signed anything was because we did not have any other options.  We were closing on the house the next morning and it was far too late to find another long-distance mover.  
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.  I have finally received the final payment from [redacted] so the complaint can be marked as resolved. Regards,
[redacted]

Customer has been delivered and will be filing a claim for damages.

This has been resolved

Mrs [redacted], You are 100% correct that disassembly a reassembly is included with our standard move. You did Pay a Bulky fee for your Scooter. This is the exact contract that was provided to the carrier. As a broker our obligation is to dispatch your move to a carrier with these same terms, which we did. If they fail to follow the instructions, they are responsible to compensate the customer. Please see an excerpt from your signed contract: AAA Moving Services, Inc. MC:912404 is authorized by the Federal Motor Carrier Safety Administration (FMCSA) to be a household goods moving broker. AAA Moving Services, Inc. assumes 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 carrier. At shippers request we will assist you in the process to submit a claim to the assigned carrier for settlement of the claims. AAA Moving Services, Inc. is not responsible for any omissions or acts of the carrier, its agents, or employees. AAA Moving Services, Inc. is 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. We are not defending the carrier. We are in between the carrier and the customer, our obligation is to hear both sides of the story and help find a resolution to the issues at hand. We have previously uploaded verification that we have kept open communication with you since the delivery. Issues regarding loading and disassembly were not reported until after delivery was complete. We have asked several times to fill out the claim form, because this is the road to a resolution to receive compensation for damages and other errors which occurred during the move. Once a determination is made, if you do not agree with is we can follow up for you and help get a favorable determination.