Relocation Express

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***

In response to the complaint with Mr*** we would like to apologize for the inconvenience with the services we providedOn June 23, we experienced A truck dedicated to the customer ended up breaking downWe were still able to accommodate the shipment but we had to dispatch another truck out to the location of the residence which would take several hoursWe informed the customer that we would be arriving pretty late at nightAlso due to that it was a large shipment we would also have another crew arriving first thing the following morningThe customer agreed to the circumstances and continued to do services with usWe picked up a substantial amount more articles then that was presented to us also crew competed A lot of free packing for particular articles to comp the customerCustomer states that we failed to comply with our contract for pick up and delivery status and it clearly states up to business days which we were well withinAlso our claims department has contacted the customer, and they are working together on damaged itemsAgain we do sincerely apologize for the inconvenience you uncuredHere is a copy of our contract: THIS IS A BINDING-NOT-TO-EXCEED ESTIMATE BASED ON WEIGHT OR CUBIC FTIF THE LOAD WEIGHT/CUBIC FT IS HIGHER THEN THE ESTIMATE, THE CUSTOMER SHALL PAY THE SAME RATE PER LB/CUBIC FT AGREED UPON AT BOOKINGIF THE LOAD WEIGHT/CUBIC FTIS LESS YOU WILL RECEIVE A CREDIT OF THE DIFFERENCE .(MINIMUM OF 3,LBS/cubic ft APPLICABLE) The following services and rates ARE INCLUDED:*Door to Door Service *Disassembly & Reassembly of BASIC Furniture *Loading & Unloading *Blankets/ protective pads: Free Use Of blankets & Padding, Belts, Ties, and Straps For added protection of your furniture(This does not include: Mattress, Glass, Mirrors or electronics etcunless otherwise specified.) *Stairs (first flight) *Tolls,Mileage,and Fuel (unless otherwise noted) *Basic liability Coverage (valuation of $0.60/lb per article)For any additional coverage please advice's your sales rep [redacted] The following services and rates are NOT INCLUDED:charges apply per cubic foot Elevator fee $per each stop or origin/destination locationStairs (first flight (steps) free, inside flights in single family home no charge).Each additional flight $75.00Long Carry (for example: From where our truck is parked to your door, if it's feet or more, an additional charge of $per each feet will apply).Additional Packing : IF the "FULL pack" was not selected, packing materials like bubble wrap, boxes, tape, shrink wrap, mattress covers, glass crates, TV crates, etcare an extra costpacking materials will be charged solely based on what will be used for your move and according to the packing material order formOn the Full Professional Packing service packing materials and labor for the weight over the estimate will be charged according to full tariff.Shuttle service (varies): A shuttle is required at destination points that cannot accept an wheel semi-trailerMost situations don't require a shuttle, however if it is required, it will be charged at $1/cubic foot to transfer your items, with a minimum of 350.00.Bulky item ($150.00) : denotes any items that cannot be stacked on top of or beneathIt's a special item that is awkwardly shaped and typically extra large in size(i.e treadmill, canoe, extra fragile floor based [redacted] items etc.) - piano handling fee: upright - $150; baby grand - $250; grand and over-size - please advise sales rep(these do not include packing or the weight of the item) -motorcycle handling fee- $(these do not include packing or the weight of the item)Storage: One month of free storage in our secured facility is included and available per customers request at origin.(load/unload fees may apply)Time in storage will be charged at a monthly rate of $100/1500lbs(minimum $apply) To stop storage fees please notify the office days before storage expires, or next months storage fee will applyStorage fees are not pro-ratedIF not noted otherwise on the contract.CANCELLATION POLICY-ONCE RESERVATIONS HAVE BEEN MADE WITH RELOCATION EXPRESS, DEPOSITS ARE REFUNDABLE IF IN WRITING AND MORE THAN SEVEN BUSINESS DAYS PRIOR TO FIRST SCHEDULED PICK UP DATETO FINALIZE THE REQUEST YOU NEED TO CONTACT OUR CANCELLATION MANAGERI agree to pay the total charges for moving services to be provided by Relocation Express (the "Company")I understand that my deposit/fee represents only a portion of my total estimated service chargesFor scheduling and routing purposes my deposit/fee is not refundable, unless I notify the Company at ###-###-#### of my intent to cancel the estimate, change my pick up date, or place the move on hold, at least business days (Saturday, Sundays and Holidays not included) prior to the pack or load date (whichever comes first) listed aboveI understand that if I cancel my move less than days prior to the scheduled pack or load date and the truck has not arrived at the pilocation than I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a month period from the date of cancellationIf I cancel my move less than days prior to the scheduled pior load date and the truck has arrived to attempt services then I am not entitled to a refund or a credit of my deposit/feeAll credit card refunds will be processed on my next billing statementOur delivery frames to the following states in business days are: 3-days7-days7-daysFL GA SC NC VA MD DC DE East PA NJ NY (not upstate) AL RI MANY CT VT ME West PA OH WV TN MS KY IN IL MI IA MO AR OK LA TX KS NE CO NM AZ South WY UT South NV South CAWI MN SD ND MT ID OR WA AK North CA*DELIVERY WINDOW WILL START FROM THE EARLIEST DATE CUSTOMER IS READY TO RECEIVE THE SHIPMENT!>For your convenience we offer Guaranteed Delivery Dates - additional service that you can purchase for $(n/a WI MN SD ND MT ID OR WA AK North CA)This optional extra service guarantees that your shipment will be picked up, transported to the destination and delivered on specific guaranteed dates.First Available Day for Delivery (FAD) - first available date when you can receive your shipmentThe first date indicated as available for delivery, is the first date of the delivery window and not the promised delivery date.DELIVERY WINDOW STARTS FROM EARLIEST DATE PROVIDED BY CUSTOMER.Please be advised that Requested Delivery Date is a request but NOT a GUARANTEEWe will do everything that is possible to deliver your shipment at the requested date, but we can not guarantee it.Methods of payment:a) A Security Deposit is required at the time of booking to schedule your move dayb) 50% of the total balance is due at the pick up date via cash, personal check*, cashier check [redacted] or Money Order*we will not accept any checks if there is less then days between the pick up day and the delivery dayc) All of the remaining balance is due upon delivery via CASH or POSTAL MONEY ORDER ONLY*Please note: If payment is returned to us as NSF; The first month's storage will apply to your total charges, a fee of $for the NSF will be necessary, and full payment for total contracted amount will be required prior to delivery*Please click to view your Rights and Responsibilities Before You Move.*Please click to view your Ready To Move Brochure.Summary of dispute settlement program:The neutral arbitration program has been designed to give neither party any special advantageIf a dispute arises between the carrier and the shipper arbitration may be mutually beneficial alternative to help resolve the disputeSection U.S.CSection 375,provides that a mover must have a program in place to provide shippers with an arbitration alternativeArbitration is an alternative to courtroom litigationIt provides each party to the dispute to present their cases and allows a neutral third party arbitrator to make a decision as to the merits of each side’s caseArbitration subject to this agreement shall be conducted via written submission and, subject to the arbitrator’s discretion, through telephonic appearanceAfter the initial filing fees have been paid and the arbitrator selected, the initiating party or “claimant” must submit a written brief summarizing their legal position or factual claimsAll supporting documentation must be included with the initial arbitration briefCopies of all documents must be submitted to all parties involved in the arbitrationUpon receipt of the claimants arbitration brief and supporting documents, the responding party or “respondent” will have days to file their responsive arbitration brief and the supporting documentationFurther deadlines and timetables are subject to the arbitrator’s discretionLegal effects: if the arbitration alternative is chosen, then any decision made by the arbitrator may be bindingAdditionally, an arbitration decision may not be appealed in a court of lawAll parties agree that the Arbitrators decision will be based exclusively on the governing United States Federal Law without regard to conflicting State laws or regulationsApplicable costs: each party is responsible for their own costs associated with the arbitrationA benefit to the arbitration alternative may be that it is less expensive than traditional litigationEach party is responsible for 50% of the costs for securing the arbitrator and 100% of their own expenses, including but not limited to attorney feesCall carrier for forms and more infoArbitration will be conducted by Transportation ADR Council, Inc.Ownership of goods:Shipper has represented and warranted to the carrier that it is lawful possession of any legal right and authority to tender all of the property herein and that there are and will be no liens, mortgages, or encumbrances on said property superior or adverse to the legal right and authority of shipper to contract for services and id there be any litigation concerning the property, the shipper agreed to pay all storage and other together with costs and expenses, including reasonable attorney’s fees which this carrier may be reasonably incur or become liable to pay in connection there withThis carrier shall have a lien on said property for charges and for such costs and expensesShipper agrees to indemnify the carrier with regard to any costs and expenses including but not limited to attorney fees, with regard to a claim of ownership and/or possession made by and third party with regards to the goods specified herein.Exemptions to carrier liability:Neither the carrier nor vessel shall be responsible for loss or damage arising or resulting from (a) Act of God; (b) Act of War; (c)Act of public enemy; (d) fire, unless caused by the actual fault or privities of the carrier; (e)perils, dangers, and accidents of the sea or other navigable water; (f) inherent defect, quality of vice of goods; (g) goods packed by shipper; (h) any other cause arising without the actual fault or privity of the carrierAdditionally mechanical vehicles including but not limited to automobiles, motorcycles, scooters, boats, airplanes, atvs, go-carts, riding lawnmowers, tractors, and other similar vehicles are transported at the sole risk of the shipper since all coverage for those items is waived against the carrier, its agents or representativesThe carrier shall not be held responsible for any items insisted by shipper to be moved through impassible passageways or other impassible openings

Mr [redacted] was in contract with Relocation ExpressDuring the pickup on 8/5/the customer informed us that he was able to accept delivery on or after 8/When the driver tried to make delivery on 8/the customer was out of town and was not able to accept deliveryWe informed the customer if he was not able to accept the shipment we had NO CHOICE but to put his shipment in storage and he would he responsible for moving the shipment from the storage unit to his residence Also due to the customer having an out standing balance we were not going to disclose the storage location until we were paid in fullAt this point the customer has only paid $with a out standing balance of $As of today I have had customer service reach out to the customer to get payment(9/14/2017)

The customer will be delivered no later then Friday 8/We are looking in to the discrepancy in cost as we just explained to the customer

I want to apologize for the disrespectful actions described in the complaintI am replaying all recordings that were between you and Relocation ExpressIf indeed I hear any such actions I will terminate that employee immediatelyAlso can you please try to recall what dispatcher you talked to,
that said we sold your stuff on EbayThere is no Louis that is employed here at Relocation Express. Now pertaining to pricing: The customer informed Phil they would like to transport pieces during the phone interviewThe customer was presented a cost of $ On move date (6/27/2017) we arrived at the residence the customer has additional items to be transportedWe picked up a total of piecesThe customer agreed to pay total moving cost of $before any items were loaded on the truck

Relocation Express did render services to Mr. [redacted], during the phone interview Mr [redacted] provided an inventory of all items he would like transported a total of 121 pieces. When we arrived at the residence the customer had significant more. The customer signed off on new revised estimate before...

any services were rendered and agreed to new price. Also the customer provided an FAD (First Available Delivery) Date to the foreman which was 8/28/2017. We delivered the shipment on 9/4/2017. We were well within the contract.   -Attached is a signed contract from the customer. Delivery Window (Contract States): Our delivery frames to the following states in business days are: 3-10 days7-17 days7-21 daysFL GA SC NC VA MD DC DE East PA NJ NY (not upstate) AL RI MANY CT VT ME West PA OH WV TN MS KY IN IL MI IA MO AR OK LA TX KS NE CO NM AZ South WY UT South NV South CAWI MN SD ND MT ID OR WA AK North CA*DELIVERY WINDOW WILL START FROM THE EARLIEST DATE CUSTOMER IS READY TO RECEIVE THE SHIPMENT!>For your convenience we offer Guaranteed Delivery Dates - additional service that you can purchase for $1000.00. (n/a WI MN SD ND MT ID OR WA AK North CA). This optional extra service guarantees that your shipment will be picked up, transported to the destination and delivered on specific guaranteed dates.First Available Day for Delivery (FAD) - first available date when you can receive your shipment. The first date indicated as available for delivery, is the first date of the delivery window and not the promised delivery date.DELIVERY WINDOW STARTS FROM EARLIEST DATE PROVIDED BY CUSTOMER.Please be advised that Requested Delivery Date is a request but NOT a GUARANTEE. We will do everything that is possible to deliver your shipment at the requested date, but we can not guarantee it.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

In response to the complaint with Mr. [redacted] we would like to apologize for the inconvenience with the services we provided. On June 23, 2017 we experienced A truck dedicated to the customer ended up breaking down. We were still able to accommodate the shipment but we had to dispatch...

another truck out to the location of the residence which would take several hours. We informed the customer that we would be arriving pretty late at night. Also due to that it was a large shipment we would also have another crew arriving first thing the following morning. The customer agreed to the circumstances and continued to do services with us. We picked up a substantial amount more articles then that was presented to us also crew competed A lot of free packing for particular articles to comp the customer. Customer states that we failed to comply with our contract for pick up and delivery status and it clearly states up to 10 business days which we were well within. Also our claims department has contacted the customer, and they are working together on damaged items... Again we do sincerely apologize for the inconvenience you uncured. Here is a copy of our contract: THIS IS A BINDING-NOT-TO-EXCEED ESTIMATE BASED ON WEIGHT OR CUBIC FT. IF THE LOAD WEIGHT/CUBIC FT IS HIGHER THEN THE ESTIMATE, THE CUSTOMER SHALL PAY THE SAME RATE PER LB/CUBIC FT AGREED UPON AT BOOKING. IF THE LOAD WEIGHT/CUBIC FT. IS LESS YOU WILL RECEIVE A CREDIT OF THE DIFFERENCE .(MINIMUM OF 3,500 LBS/500 cubic ft APPLICABLE) .  The following services and rates ARE INCLUDED:*Door to Door Service *Disassembly & Reassembly of BASIC Furniture *Loading & Unloading *Blankets/ protective pads: Free Use Of blankets & Padding, Belts, Ties, and Straps For added protection of your furniture. (This does not include: Mattress, Glass, Mirrors or electronics etc. unless otherwise specified.) *Stairs (first flight) *Tolls,Mileage,and Fuel (unless otherwise noted) *Basic liability Coverage (valuation of $0.60/lb per article)For any additional coverage please advice's your sales rep. [redacted]The following services and rates are NOT INCLUDED:charges apply per 500 cubic foot Elevator fee $75.00 per each stop or origin/destination location. Stairs (first flight (8 steps) free, inside flights in single family home no charge).Each additional flight $75.00Long Carry (for example: From where our truck is parked to your door, if it's 75 feet or more, an additional charge of $75 per each 75 feet will apply).Additional Packing : IF the "FULL pack" was not selected, packing materials like bubble wrap, boxes, tape, shrink wrap, mattress covers, glass crates, TV crates, etc. are an extra cost. packing materials will be charged solely based on what will be used for your move and according to the packing material order form. On the Full Professional Packing service packing materials and labor for the weight over the estimate will be charged according to full tariff.Shuttle service (varies): A shuttle is required at destination points that cannot accept an 18 wheel semi-trailer. Most situations don't require a shuttle, however if it is required, it will be charged at $1/cubic foot to transfer your items, with a minimum of 350.00.Bulky item ($150.00) : denotes any items that cannot be stacked on top of or beneath. It's a special item that is awkwardly shaped and typically extra large in size. (i.e treadmill, canoe, extra fragile floor based* items etc.) - piano handling fee: upright - $150; baby grand - $250; grand and over-size - please advise sales rep. (these do not include packing or the weight of the item) -motorcycle handling fee- $250 (these do not include packing or the weight of the item)Storage: One month of free storage in our secured facility is included and available per customers request at origin.(load/unload fees may apply). Time in storage will be charged at a monthly rate of $100/1500lbs(minimum $200 apply) To stop storage fees please notify the office 10 days before storage expires, or next months storage fee will apply. Storage fees are not pro-rated. IF not noted otherwise on the contract.CANCELLATION POLICY-ONCE RESERVATIONS HAVE BEEN MADE WITH RELOCATION EXPRESS, DEPOSITS ARE REFUNDABLE IF IN WRITING AND MORE THAN SEVEN BUSINESS DAYS PRIOR TO FIRST SCHEDULED PICK UP DATE. TO FINALIZE THE REQUEST YOU NEED TO CONTACT OUR CANCELLATION MANAGER. I agree to pay the total charges for moving services to be provided by Relocation Express (the "Company"). I understand that my deposit/fee represents only a portion of my total estimated service charges. For scheduling and routing purposes my deposit/fee is not refundable, unless I notify the Company at ###-###-#### of my intent to cancel the estimate, change my pick up date, or place the move on hold, at least 7 business days (Saturday, Sundays and Holidays not included) prior to the pack or load date (whichever comes first) listed above. I understand that if I cancel my move less than 7 days prior to the scheduled pack or load date and the truck has not arrived at the pick-up location than I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancellation. If I cancel my move less than 7 days prior to the scheduled pick-up or load date and the truck has arrived to attempt services then I am not entitled to a refund or a credit of my deposit/fee. All credit card refunds will be processed on my next billing statement. Our delivery frames to the following states in business days are:    3-10 days7-17 days7-21 daysFL GA SC NC VA MD DC DE East PA NJ NY (not upstate) AL RI MANY CT VT ME West PA OH WV TN MS KY IN IL MI IA MO AR OK LA TX KS NE CO NM AZ South WY UT South NV South CAWI MN SD ND MT ID OR WA AK North CA*DELIVERY WINDOW WILL START FROM THE EARLIEST DATE CUSTOMER IS READY TO RECEIVE THE SHIPMENT!>For your convenience we offer Guaranteed Delivery Dates - additional service that you can purchase for $1000.00. (n/a WI MN SD ND MT ID OR WA AK North CA). This optional extra service guarantees that your shipment will be picked up, transported to the destination and delivered on specific guaranteed dates.First Available Day for Delivery (FAD) - first available date when you can receive your shipment. The first date indicated as available for delivery, is the first date of the delivery window and not the promised delivery date.DELIVERY WINDOW STARTS FROM EARLIEST DATE PROVIDED BY CUSTOMER.Please be advised that Requested Delivery Date is a request but NOT a GUARANTEE. We will do everything that is possible to deliver your shipment at the requested date, but we can not guarantee it.Methods of payment:a) A Security Deposit is required at the time of booking to schedule your move day. b) 50% of the total balance is due at the pick up date via cash, personal check*, cashier check* or Money Order. *we will not accept any checks if there is less then 7 days between the pick up day and the delivery day. c) All of the remaining balance is due upon delivery via CASH or POSTAL MONEY ORDER ONLY. *Please note: If payment is returned to us as NSF; The first month's storage will apply to your total charges, a fee of $50 for the NSF will be necessary, and full payment for total contracted amount will be required prior to delivery. *Please click to view your Rights and Responsibilities Before You Move.*Please click to view your Ready To Move Brochure.Summary of dispute settlement program:The neutral arbitration program has been designed to give neither party any special advantage. If a dispute arises between the carrier and the shipper arbitration may be mutually beneficial alternative to help resolve the dispute. Section 49 U.S.C. Section 375,211 provides that a mover must have a program in place to provide shippers with an arbitration alternative. Arbitration is an alternative to courtroom litigation. It provides each party to the dispute to present their cases and allows a neutral third party arbitrator to make a decision as to the merits of each side’s case. Arbitration subject to this agreement shall be conducted via written submission and, subject to the arbitrator’s discretion, through telephonic appearance. After the initial filing fees have been paid and the arbitrator selected, the initiating party or “claimant” must submit a written brief summarizing their legal position or factual claims. All supporting documentation must be included with the initial arbitration brief. Copies of all documents must be submitted to all parties involved in the arbitration. Upon receipt of the claimants arbitration brief and supporting documents, the responding party or “respondent” will have 30 days to file their responsive arbitration brief and the supporting documentation. Further deadlines and timetables are subject to the arbitrator’s discretion. Legal effects: if the arbitration alternative is chosen, then any decision made by the arbitrator may be binding. Additionally, an arbitration decision may not be appealed in a court of law. All parties agree that the Arbitrators decision will be based exclusively on the governing United States Federal Law without regard to conflicting State laws or regulations. Applicable costs: each party is responsible for their own costs associated with the arbitration. A benefit to the arbitration alternative may be that it is less expensive than traditional litigation. Each party is responsible for 50% of the costs for securing the arbitrator and 100% of their own expenses, including but not limited to attorney fees. Call carrier for forms and more info. Arbitration will be conducted by Transportation ADR Council, Inc.Ownership of goods:Shipper has represented and warranted to the carrier that it is lawful possession of any legal right and authority to tender all of the property herein and that there are and will be no liens, mortgages, or encumbrances on said property superior or adverse to the legal right and authority of shipper to contract for services and id there be any litigation concerning the property, the shipper agreed to pay all storage and other together with costs and expenses, including reasonable attorney’s fees which this carrier may be reasonably incur or become liable to pay in connection there with. This carrier shall have a lien on said property for charges and for such costs and expenses. Shipper agrees to indemnify the carrier with regard to any costs and expenses including but not limited to attorney fees, with regard to a claim of ownership and/or possession made by and third party with regards to the goods specified herein.Exemptions to carrier liability:Neither the carrier nor vessel shall be responsible for loss or damage arising or resulting from (a) Act of God; (b) Act of War; (c)Act of public enemy; (d) fire, unless caused by the actual fault or privities of the carrier; (e)perils, dangers, and accidents of the sea or other navigable water; (f) inherent defect, quality of vice of goods; (g) goods packed by shipper; (h) any other cause arising without the actual fault or privity of the carrier. Additionally mechanical vehicles including but not limited to automobiles, motorcycles, scooters, boats, airplanes, atvs, go-carts, riding lawnmowers, tractors, and other similar vehicles are transported at the sole risk of the shipper since all coverage for those items is waived against the carrier, its agents or representatives. The carrier shall not be held responsible for any items insisted by shipper to be moved through impassible passageways or other impassible openings.

Mr. [redacted] was in contract with Relocation Express. During the pickup on 8/5/2017 the customer informed us that he was able to accept delivery on or after 8/12. When the driver tried to make delivery on 8/30 the customer was out of town and was not able to accept delivery. We informed the...

customer if he was not able to accept the shipment we had NO CHOICE but to put his shipment in storage and he would he responsible for moving the shipment from the storage unit to his residence.  Also due to the customer having an out standing balance we were not going to disclose the storage location until we were paid in full. At this point the customer has only paid $1752.26 with a out standing balance of $1779.97. As of today I have had customer service reach out to the customer to get payment. (9/14/2017)