Pan-American Relocation Services

Our Sales person did state he is from AAA Moving & Storage, which is in fact our company name. There are many companies in various jurisdictions with similar names and who would not be able to differentiate from each one. The moving company which was dispatched would be deemed reliable in the sense that they did perform what was asked, The moving of your household goods. Unfortunately damages can be caused by the moving company or due to the lack of packing by the consumer, this is not something we would be able to decide. This is the reason the moving company is insured and has a claims process, I am hoping you are following through with the claims process to see if you are eligible. If your require any assistance in this process please feel free to contact us, as we are here to help you.

We are working with the carrier and insurance claims company in order to help get the  proper compensation for the damages to Mr. [redacted] inventory.

First we would like to apologize for the customers experience, we have forwarded these issues to the carrier, and the following was their response. We apologize for the delay but we did deliver within the 21 business day given to us by U.S DOT, the first avail day of delivery was June 14th and that...

is when the 21 business day begin. Customer total was $1,990.00, paid $500 at reservation for deposit and balance due was $1,490. On July 11th we delivered and settled with the customer at $800.00 which was a total of $1,300 he paid for his move, which is a discount of $690.00 for the delay. Customer was satisfied with our settlement

We are in touch with Mrs [redacted], The carrier is at fault in the situation and we are doing everything in our power to help out. She is aware that her items are now in transit and has the drivers phone number of the truck which is in transit to her destination. She will receive a credit for the...

delays and all of the stress she has been put through, she is aware of this as well. We apologize for the inconvenience and are working to make things right.

This customer has began the claims process in order to get compensation from the carrier.

I hired Pan American Relocation Services for my cross country move. They then hired [redacted] Services, [redacted] Trucking LLC, and [redacted] LLC to complete. I hired Pan American Relocation Services to move my belongings from [redacted], NC to [redacted], OR. On July 18, 2017 I received their contract for the amount of $5911.48 and I paid a down payment of $1177.00 to hold the reservation. On July 24, 2017 the movers showed up to pick up my belongings. The truck they brought was not big enough for my household contents, and they started complaining about the volume of items in my house - I had spent a long time on the phone with Pan American listing every item I planned to move, so this shouldn't have been an issue, After spending hours loading items into the truck, they then came in the house and insisted I pay $13686.39 for moving services or I would lose my deposit and have to pay for all the work they had already done, plus fees to unload and unwrap all they had loaded so far. At the end of the day, they said their truck was too small and I needed to discard some items, which I was paying to move. Then they agreed to come back the next day for the rest of my belongings and I was assured everything would be finished on 7/25/17, and that it was ok for me to start my drive to OR. On 8/2/17, my neighbor in [redacted], NC informed me the garage was still full of my possessions and the movers had not come back, On August 7, 2017, after many attempts to reach the company, one of the movers said they were picking up the rest of my property that day. I was assured my items would still be here 21 days after my scheduled moving date of 7/24/2017 per the agreement, On August 25, 2017, I was contacted by another company saying my items would be delivered on 8/26/2017, but they did not arrive until 8/27/17. After loading about half of the items in our storage facility, the driver realized that apparently boxes had been filled with wet items. Upon closer examination, it appeared the items had gotten wet and then been re-boxed in an attempt to hide the damage as none of the items had been dried out and it appeared no steps had been taken to reduce the water damage to the items shipped. Large furniture pieces that were obviously soaked had the original protective plastic removed and been replaced with new and covered with shipping blankets. None of the water had been allowed to dry out prior to re-wrapping which exacerbated the situation. The contents of all the drawers, primarily clothing, were so wet we could wring water from them and apparently nothing had been done to attempt to save the contents or the furniture, seemingly the items were just covered up in attempt to hide the damage as the shipment was going into storage. At this time, it would appear the entire shipment is either destroyed or being destroyed by the moisture and mold. In an attempt to stop any further damage we had desperately tried to contact them after the issue was discovered and for several days after, We contacted [redacted], a company that specializes in this type of situation, but did not have the funds to secure their services, so we then again tried to reach Pan American to plead for them to help us as we are unable to deal with this situation ourselves. We were told on Thursday they would help us with clean up, but it is now Saturday and no one has responded and our items are continuing to deteriorate. It appears other companies were involved in this episode - apparently our items were stored in NJ for a prolonged period of time waiting for the second shipment of forgotten items to show up. I can only assume this is an open air facility due to the amount of water damage - my understanding was if my items were to be stored at any point, it would be in a locked, climate controlled facility, this obviously was not the case. Due to the service issues and the condition of the items transported, I would like a full refund and compensation for damaged items. We were fully prepared for standard dents and scratches, but this damage was a result of negligence and an attempt to conceal the damage which resulted in more damage.

We apologize for any inconvenience or misunderstanding. I was able to review your entire situation and it appears the major difference in your inventory was caused by the difference in the size of your plastic bins. In your original inventory which was preformed with Nick, there was not an...

indication of any bins. When Erica called to confirm your inventory you changed your boxes to bins (at this point you were outside of cancellation policy), your bins turned out to be extra large vs Sm as it was adjusted to by Erica and this caused your cubic feet to be over concluding to charges by the carrier. Your adjusted inventory was located on the new estimate that you performed an electronic signature to confirm. Unfortunately we cannot further discount for the space that was taken by the items as the charges are legitimate and it would not be fair to the carrier. We do apologize for any inconvenience  once again.

Revdex.com received the following response from the customer on behalf of the business: I just had AAA Moving Services contact me and have agreed to resolve my complaint fully. Thank you for your help in this matter.  Best,[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.
The contract also states clearly the agreement when you were to arrive at the house with a weight ticket also. Not the weight ticket was done nor did you show up within the 2 days guaranteed to us. No calls were made either. Nor does it say anywhere in contract it's my responsibility to follow you at 5am to a weigh station almost 2 hours away to get a weight ticket. Your carelessness cost us way more than the $250 discount which just so happens is still over the quoted price. Please explain to me how you even know the weight when your people never once, still to this day, have yet to provide us a before ticket? We witnessed nothing. At all. And we also know with certainty our belongings didn't even weigh 5020. In fact 4375 is weight we have. So how can you explain our first weight ticket saying we are at nearly 9000lbs then threatening us at 5am saying g we must pay a certain amount toward 9000lbs or our property will b going to storage? Then miraculously 3 weeks later come up with another weight ticket saying 5020lbs and make exact same threats? Because both times there is no weight ticket provided beforehand? And this is all just in addition to all the other costly mistakes you made.itd be highly advisable to resolve this here and now if your company wants to avoid a small claims court. I've already 3 attorneys gladly wanna take this case. 
Regards,
[redacted]

The settlement sent by AAA does not resolve my complaint, complaint ID [redacted]. I need to report bad business practices by AAA. I hope you flag this company for poor service to warn other consumers. AAA has not changed its bad business practices since my initial complaint to the Revdex.com. They did not address how they made false statements to gain my business in the first place. I reiterate from my initial complaint that AAA consultants stated they could complete my 583 mile move within 3-7 days repetitively, which was essential to me. AAA stated that they were rated A with Revdex.com and that they would go above and beyond, pickup/deliver on weekends, treat me like family, etc  to persuade me to sign up the service. AAA no longer cared about this 3-7 days window after gaining my business. The delivery dragged horribly to 33 days later (25 business days), greater than the 21 day legal limit, and much greater than what they sold to me. During that month, AAA was unprofessional, unresponsive, and unhelpful (examples are in my original complaint, attached). AAA could not help me expedite my move, and it was only when I intervened to call [redacted] myself, that I secured a delivery date. I hired AAA, not [redacted], and AAA failed as my broker to assist me with [redacted]'s delay. I cannot say much about [redacted] because at least they were honest to me when I called them. I wrote in my original complaint that I spent >$750 in order to replace inventory I lacked because of the delay; however, AAA’s settlement offers only a small portion of the cost I incurred with the condition that I would not complain about their service anywhere. AAA’s offer states it is a “courtesy” to me and does not admit fault. The offer shows that AAA does not take responsibility for their own mistakes or bad business practices. I would much rather have the right to tell consumers that AAA is a company no one should do business with. I primarily demand that you flag this company for poor service so other consumers are warned.

We have been in communication with this customer and the carrier servicing the job. The carrier has been negligent in timely delivering the residual left over items and we are attempting to apply as much pressure as possible. The customer has been copied on several emails to the carrier. We have...

also informed this customer of the claims process.

We have requested your paperwork from the carrier. Once received we will contact you to go over the paperwork and overages you were charged for. Upon speaking with the carrier they indicated you had additional items than indicated on your original estimate. They also indicated the damage/ missing...

item claim was denied due to the items not being on the original inventory list upon pickup.

We have tried to contact the customer several times to resolve the problem but the customer has not answered. As of now the customer has been delivered, we accept the fact that this carrier should have delivered before he did, unfortunately the carrier had issues with the semi tractor trailers...

 to deliver goods. This was one of our first times working with this carrier as they have just been recently added to our network of carriers. The pickup went very well but the delivery time was awful and we understand that, unfortunately as the broker we did as much as we could to expedite the delivery. The US Department of Transportation allows the carriers to have 21 business days to deliver goods when it is an Interstate Move, the customer will be credited accordingly. AAA Moving Storage Inc would like to apologize to the customer for his experience with us and will make every effort to make things right. We have tried contacting the customer but have not been successful with our attempts.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
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.
I have a contract with Pan American. They chose my carrier, not me. It is incredibly frustrating that I can't get a hold of both the carrrier or Pan American who promised to advocate for me through this whole process. As I have explained already, some of the items being held from me are belongings of my recently deceased mother and are completely irreplaceable. I have asked for help filing a claim months ago and did not get a response. I have forwarded Barbara my reciepts from repairs I needed done to my damaged washing machine and an invoice for the new bed I had to purchase since mine is one of the items being held from me. I'm shocked that there's no accountability on Pan American's side. 
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 appreciate your assistance with this matter.  Stay tuned.  Another one may be coming.  A leather couch was damaged during the move...
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.
The company still did not address the broken desk, which, regardless of the other circumstances, they should be held liable for. Further, I want to reiterate that my complaint is largely about their poor customer service and the misinformation I received from their agents, which I based a large financial decision on.  I have attached the inventory form from [redacted], the company subcontracted by AAA, in which all items were marked chipped and scratched. I have put an asterisk next to all items that did not have a visible chip and/or scratch at the time of the move. Thank you for your help in resolving this matter. 
Regards,
[redacted]

Please see response from the carrier: Goldy, The issue regarding the mold on her items it is being addressed properly. She sent us an e-mail saying that she is getting 2 more quotes and that she was going to send that to us as soon as they finish on Monday. Instead of sending her to the Claims...

Department we are addressing the issue separately. Please let me know if there is anything else you need from us. Regards, Adriana C. Assistant Manager Century Moving Services

This has been resolved.

We were able to speak with Miss [redacted] and rectify the miscommunication. This complaint has been resolved.