Complaints

This profile includes complaints for Schumacher Cargo Logistics, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Schumacher Cargo Logistics, Inc.

  550 W 135th St Gardena, CA 90248-1506

  
• 

  Schumacher Cargo Logistics, Inc.

  1027 Newark Avenue Elizabeth, NJ 07208

• 

  Schumacher Cargo Logistics, Inc.

  2439 Albright Drive Houston, TX 77017

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Schumacher Cargo logistics (and their ******* affiliates ****movers.de) charged us additional expense (Eur *******) before releasing our shipment (from ***********, ** to ******, *******) claiming it to be for additional "demurrage and storage charges" resulting from delayed customs clearance. However, they despite multiple email requests have not provided the actual "invoice from the shipping company Maersk" neither have the provided any explanation or breakdown of these charges. We have no way to know if these charges are legit or if we have been fraudulently overcharged? Secondly, based on the communication with *** movers.de manager, the delay in custom clearance was due to improper packing and inventory paperwork by the movers. This was acknowledged on phone by *** movers.de manager and even emails show proof of the cause of delay, however, Schumacher Cargo logistics would not accept any responsibility and instead keeps blaming us for the delay. A company claiming to be expert in international shipping literally shipped unlabeled boxes overseas and are now blaming us and charging us for the delay is unacceptable. Additionally, to get custom clearance, the made us retrospectively "make up" contents of unlabeled boxes, which was to cover for their dereliction of their duty. Lastly, we signed up for a full "door to door" contract, including all paperwork, destination terminal handling etc, yet they levied "additional 10% administrative charges".We have sought resolution by the company (over 3 weeks by multiple email communication) but the company does not acknowledge their failure and is not responding to our requests, hence we are seeking your assistance in this matter.Sincerely,***************************** (p.s. I have included full explanation of the complaints in the attachment, including additional supporting documents).

  

  Business Response

  Date: 11/18/2022

  Dear, *****************************, Thank you for your updated information. Advised to FMC complaint. Delayed delivery and additional charges were not the fault of miss identified packing list items. This was promptly corrected. The delays and additional costs were associated in delayed documentation to **** and *** ability to service this container due to port issues in ******* at that time.
  
  We sincerely apologies for such worldwide service issues during that timeframe.
  
  Sincerely
  Schumacher Cargo Logistics

  Customer Answer

  Date: 11/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The reply from Schumacher Cargo Logistics is unhelpful as it is deliberately vague and conveniently avoids addressing the issues raised in my complaint. The response is deceptive and disingenuous, as have been my interactions with the company so far.
  
  First, the company's reply still did not address the issue of "invoice". We were charged an additional Euro **** for demurrage and detention. Two months later, the company is yet to give an invoice detailing the breakdown of these charges.
  
  Second, since the day we were notified of these additional charges, the company representatives have been explicitly stating that the charges are for delay in custom clearance due to packing/labeling issues. At least the Manager of their ******* affiliate ***** had the integrity to admit and honestly state "that packing and paperwork were not handled in a professional way by Schumacher and that is the cause for delay and additional charges". Whoever wrote this response from Schumacher Cargo Logistics is now trying to conjure up an entirely new narrative.
  
  Third, the response contradicts their own Managers review. On my request, the General Manager of the **/** division did a review of the case/files and concluded that "only 3 days of demurrage and 3 days of detention occurred in my shipment". Per Mediterranean Shipping company's tariff, this should amount to Euro 537 only. What are the rest of the charges for?
  
  Fourth, we have been in regular contact with the Manger of Schumacher's ****** affiliate (ITO-movers.de) since a month before the shipment arrived in *******. The manager never spoke about port issues and in reality there were no port issues at Port ***********, DE. The response just made it up!
  
  Fifth, if the company doesn't have enough trucks, truckers or other employees, it would be better for the company to not solicit additional business (beyond what they can manage). This excuse in no way justifies billing additional charges to the customer, for their inability to manage shipment.
  
  Schumacher Cargo Logistics/ITO billed us additional fees and are now looking for causes to justify these additional charges. No wonder why they haven't sent an invoice yet! I think they all very well know that their ****** ***************** ***** over-billed and fraudulently overcharged (for e.g. Destination Termination handling was paid in the initial contract to Schumacher and duplicate charges were applied again by ***). I have written to the Sales executive supervisor, General Manager and the President/CEO of Schumacher, and still looking to find someone honest, forthright and with integrity and authority to admit to their errors and mismanagement and rightfully refund the customer for these wrongful charges.
  
  "Expertise in international shipping with specialization in Europe relocation, knowledge in
  customs paperwork with expertise in timely custom clearance (to avoid demurrage/port
  storage charges) and warning to avoid other unscrupulous shipping companies who would
  demand additional money and withhold your shipment until you pay more money" were the
  promises and warnings Schumacher Cargo Logistics, **/** Sales Executive made while soliciting our business to ship personal belongings to *******. We signed up for a full "door to door" shipping contract including for custom clearance, port charges and destination terminal handling. Unfortunately the events that followed our shipment could not be any further than the promises made and Schumacher did the same thing they warned "other bad companies would do", i.e. withheld our shipment till we paid additional charges, and adding insult to injury included an additional "10% administrative charges!".

  

  Business Response

  Date: 03/09/2023

  Dear ****************,

  I know this has been a long exhausting ordeal to be part of these past months. How can we bring this to a conclusion that will work for you and our company as we really do not want this to continue any longer with this back and f****. My direct email address is ****************** I will gladly see what we can do on our side to accommodate you.

  Sincerely
  ***********************/CEO
  Schumacher Cargo Logistics, Inc.

   

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19318993
  
  I am rejecting this response because: there was actually no sincere effort/intention by the company to resolve the issue. Unlike what the *** claimed, the objective was not to finally do the right thing for the customer, the ***'s objective was to appear sympathetic and resolve the complaint at the lowest cost to the company.

  The issue as stated earlier in the complaint and summarized below (*) is pretty straight forward, i.e. the company overcharged me more than Euro **** (>$****), and even acknowledged that they did. But just don't want to refund my money! 

  * (Due to the incompetence/negligence of the packers contracted by Schumacher Cargo Logistics and their ********************** (ITO-movers.de) my international shipment to ******* was delayed in custom clearance and hence there were additional demurrage and storage charges. A thorough and comprehensive review by their own **/NY Schumacher Cargo Logistics division Manager,  determined that 3 days of demurrage and 3 days of storage were incurred on my delayed shipment, YET I was MADE to pay for 11 days of demurrage and 9 days of storage as a precondition to release my personal shipment (Note: 3 days demurrage and 3 days storage per shipping company tariff amounts to $585, yet I was charged over $4395). I have been requesting the company for last 6 months to refund these overcharges.

  When I  saw that last message from the Company President/***'s on ********************* I thought (as any reader would) that he finally (after 6 months) has decided to resolve the issue. In the message on ********************* he clearly wrote "how can he bring the issue to close", so I replied in explicit terms  how we could bring the issue to close i.e. the company should refund me all the overcharged money back. In the spirit of compromise, I even accepted the charges for 3 days of demurrage and 3 days of storage (again incurred due to negligence/incompetence of the contractors used by Schumacher Cargo Logistics). He asked me to confirm what the amount and I did. I did not hear from him for a week. A week later, he denied that he ever promised any amount and started making low ball offers, haggling and negotiating refunding only part of the overcharges. Till today, the company is refusing to refund the excess charges. The MAIN question is: if a company overcharges you an amount, shouldn't the refund by the that same amount? Why should the customer accept only a partial refund of their own money! Is the company doing the customer a favor by returning part of the over payment (i.e. their own money!).

  Overall, I feel that communications with Schumachar Cargo Logistics Personnel have been very disingenuous. Many statements made are dubious, non-committal and purposefully vague, so they can deny any commitments made. And in my experience they frequently do that. The last set of email exchanges with the *** were no different, hence I decided to end the haggling over how much of my own money should be refunded back to me.

  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/20/2023

  Dear, *****************************, Thank you for your updated information. Advised to FMC complaint. Delayed delivery and additional charges were not the fault of miss identified packing list items. This was promptly corrected. The delays and additional costs were associated in delayed documentation to **** and *** ability to service this container due to port issues in ******* at that time.
  
  We sincerely apologies for such worldwide service issues during that timeframe.
  
  Sincerely
  Schumacher Cargo Logistics

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19318993
  
  I am rejecting this response because: there is no new information included in the Schumacher Cargo Logistics CEO's response. I wonder how he thinks it would resolve the issue if he simply re-posted his own previous response (dated November 18, 2022, to which I have already replied on 28th November, 2022).
  
  Please note, I have offered to accept the 3 days demurrage and 3 day storage charges (as assessed by the Schumacher Cargo Logistics **/** division manager). I am simply requesting the company to refund me the additional $2501 they overcharged me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Schumacher to ship my vehicle to the UAE and the complaint this time comes from the awful treatment, mishandling of my case, lies, price gouging, unfprofessionalism, and zero response from both the CEO and the manager, who also put me off and lied that he'd be talking to the CEO to rectify this situation. Nothing was handled. I was doing their work for them, as they have no communication among their own employees. I was asked for information that should have been on file multiple times, asked to show proof of payment of an invoice which was handled by the gentleman who messed things up from the beginning, who I was told was being taken off the case, yet that was another lie. I cannot describe everthing here, but I have every single documentation in writing that shows the negligence of Schumacher Cargo, Inc. To show zero empathy, to completely disregard multiple requests that were time sensitive, i.e., dropping another $1300+ on a vehicle rental, and reduce someone down to them being at your mercy (me) has caused me so much mental anxiety, stress, time and loads of money that I kept getting charged.

  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/10/07) */ Dear **************, No explanation came with your BBB complaint Sincerely Schumacher Cargo Logistics Consumer Response /* (3000, 7, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the company is inadequate, as well as unclear. I have stated exactly what I believe needs to happen to resolve this conflict in which the services were underperformed, with dishonesty, major mistakes, failures to communicate and leading me, the paying customer, along. Please also let it be known that when I proceeded forward originally with a review, the company stated they had zero record of me even using their company to ship my vehicle back to the United States. This is not only frustrating, but it further exemplifies the reasons for my complaints and what needs to happen to resolve this issue monetarily, again, accounting for the major missteps on the part of the company. Thank you, ************** Business Response /* (4000, 9, 2022/10/19) */ Dear ********* ****, Could you please provide our company reference or invoice number in order to research your compliant further. Sincerely, Schumacher Cargo Logistics, Inc. Consumer Response /* (4200, 11, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom It Concerns, I do not accept the response from Schumacher Cargo, LLC. I keep having to repeat myself, and I feel as those they are trying to slow things down, and avoiding taking ownership and responsibility for the mess I have been in since March 2022. My demands are quite clear to put an end to this, and the merchant continues to exacerbate the problem and cause me extra stress, time, and frustration. As requested by Schumacher, the number is ********. I should not have to keep repeating myself but I will reiterate that I am doing all the work when Schumacher Cargo, LLC could easily locate my information in their system. This further exemplifies my complaints regarding the poor record-keeping after being told already in BBB correspondence that there was no record of me even having contracted again with Schumacher to have my vehicle shipped back to the USA from Dubai. Unfortunately, the complaints don't stop there. Once again, I've stated clearly what needs to happen to resolve this issue multiple times, while the merchant continues to avoid this at all costs, costing me as the consumer more time, money, frustration, and lack of distrust. Please do the needful. Thank you, *********** Business Response /* (4000, 13, 2022/11/14) */ Dear **************, we are in receipt of your complaint and now have your file on record ********. The only additional charge we had to add was the increase in ocean freight from time of Booking, till actual departure of $950.00. There were no other extra charges or service issues that resulted in additional costs. Increased ocean freight charges were extremely common during the first half of 2022. Rates are more under control currently. Rates adjustments were made in accordance with Bill of Lading ************ Terms & Condition of contract. We sincerely apologies for such worldwide service issues during that timeframe. Sincerely Schumacher Cargo Logistics Consumer Response /* (4200, 15, 2022/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is avoiding at all costs that there's anything they're responsible for that's added up to over $12000 in costs because of their lack of empathy, inability to recognize their roles in failed leadership. I'm unsatisfied completely and in complete shock that this business will continue to fail me, and keep pushing me off rather than to simply accept they've messed up royally, and it's time to give the consumer what they deserve and what I continue to plead and fight for. I shouldn't have to continue to repeat myself and be dragged along in such a distasteful amd disrespectful manner. I've asked to resolve this and have had to remind the BBB that this has dragged on because of the company's failure to reckon with their poor service and give the customer the satisfaction I deserve to move on. Schumacher has been the most awful company I've ever worked with, and not only have they chosen to evade, drag me along on a strong and treat me like I don't matter. The excuses just keep rolling while I continue to press for what is right, the money due back to me, being seen and respected, and trying to resolve this matter here. I'm sad, and I have a hard time believing this is a company who is a part of the BBB. Is it too much to ask instead of keep pleading after failures to respond, failures from the CEO to respond on multiple occasions, failure from managers and this division of the company to simply comply with the consumer's rights and request to recoup through financial means, not even accounting for the time, energy, grief and frustrations, to get this company to own their responsibilities and comply so all of us can finally move on? I do expect and deserve to know the answer to this without having to c tiniest to fight and put pressure for a response, to know once and for all whether Schumacher will accept the terms to pay me back for the $12000 I continue to request, so we can amicably move on and part ways. The current behavior and continued behaviors, delays and purposeful avoidant behavior is irresponsible and childish, as well as degrading to me as the consumer, me.

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family moved to Alabama from France in 2021. The French side of the move was handled by EGB Relocations and the US side was handled by Schumacher. For the most part, the move went well and everyone fulfilled their contractual commitments. Upon delivery, however, one box was found to be missing. It was a box that the paperwork shows was checked into Schumacher's possession at the port, but then lost somewhere before delivery. Suspiciously, this one box (in a 100+ item move) was the most valuable box in the entire move. The box was listed as missing by our delivering agent, and we compiled a list of its contents from photographs of the media bookshelf before it was boxed up. We summitted the list to our contacts, D--- and W---, at Schumacher. Their first response was to offer us 5% ($150) of the content's total value. After talking with W--- on the phone (in March of 2022), however, he said they would try to get a fairer compensation for the loss and for me to leave the matter with him. I did, but no resolution ever came. Since that March, I've tried repeatedly but cannot get anyone at Schumacher to respond to my emails or phone calls. I've also contacted the French company (EGB Relocation) who say that the insurance we purchased will not reimburse us for any losses that are clearing Schumacher's fault and responsibility. So, we are at a loss of what to do outside of filing a BBB complaint. Ideally, we would like our box (which includes many family photo albums) returned to us. But if that's not possible, we would like a fairer restitution for our loss (and I'm not even factoring all the time lost pursuing Schumacher!).

  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/10/07) */ Dear ********, Thank you for your detailed explanation, we sincerely apologies for any missing item. Can you advise to what amount did you purchased marine insurance on your shipment from France to the USA. We will prorate based on valuation to items count on your inventory list. Thank you for your return Schumacher Cargo Logistics Consumer Response /* (2000, 7, 2022/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks for the reply! Our insurance was for 15,360 euros (conversion rate at the end of April 2021 was $1.21 to 1 euro, so $18,586 total). The missing box, however, accounted for about 16% of that value estimation total. The packers (unwisely, we see now!) put all the most valuable things together in one box. I wish they had been spread those items out instead, then a prorated valuation to number of items would be fair and equal to the loss. In fairness to the packers, however, we kept all the most valuable things together on one bookshelf and they simply packed each bookshelf one box at a time, keeping all the content together. I was able to reconstruct much (but not all) of what was lost from pictures of the bookshelf in question. I'll attach with this reply the itemized list what was lost as well as the contract that confirms the insurance amount in euros. Thanks for your understanding and help to resolve this matter.

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with this company to move household goods overseas. From the outset, I made it clear that my goods would need to arrive in the United Kingdom by mid-September. Based on that, they told me they would need to pack the container end of July as it would take 6-8 weeks maximum for the container to reach the UK. They convinced me to agree to significantly higher costs to use a container by myself (not shared) and we were constantly clear about the shipping times. Days before the movers arrived, I spoke to company employees who informed me of some issues with ships - they asked if they could pack earlier. I asked them if we kept the planned moving date how that would impact the shipment. I was told by Sebastian that if we packed on the 26 July that the container would go on a ship leaving Baltimore the following week. The movers packed everything on 26 July and finished by early afternoon - meaning the items could be at the port that evening or the next day. A ship DID leave Baltimore on 3 August - ********************, which arrived in England on 28 August, which would have meant I would have received my things by mid September. I was also told that my container was loaded onto a ship on 29 July by Cedric. Unfortunately, I was lied to. My container did not go on this ship, and in fact the online tracking shows my container was not loaded until 28 August. At this point, the ship is not expected to arrive in England until 22 October which means I will not get delivery of my items until 29 October or later. This is over 12 weeks after the date they packed my items. I am having to purchase things, expend money, and live without furniture, etc. because of this fraud.

  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2022/09/28) */ Dear ********, Thank you for your detailed explanation. Please believe us, we are not in the business to fraud anyone, we are a simple moving company doing our very best to move people valuables around the world under extreme ocean freight service conditions. We packed your contents on time, we loaded into container on time, we delivered your container to the port on time, we arranged export customer clearance on time. All services provided to you by our company directly, were serviced to you on time, professionally and in accordance with our information to you. The delay as you correctly pointed out, was the caused by the ocean line carrier for whatever reason, rolled your container from vessel to vessel. Is this right, no, not by any means. But this is happening worldwide in every country, not your or our fault. Customers this year have at times been delayed many months. We sincerely apologies for delay and will continue to monitor your shipment till delivered to you in England. Sincerely Schumacher Cargo Logistics, inc. Consumer Response /* (3000, 7, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business continues to lie and refuse to honor their commitments. They lied to me when they said my container was loaded on a ship before 28 July (I have the email). They lied when they said delivery would be within 6-8 weeks (we are now at 8 weeks and delivery is not planned for another 4-5 weeks. They stole my money and refuse to compensate me for the delays, the hassle, as well as the funds I have had to put forth. Their reasons do not absolve them of liability - when they subcontract for services --- they are responsible for the actions of subcontractors. There is no reason that they did not put my container on the earlier ship except for their own negligence and poor service. Additionally, the routing they chose is unacceptable. The ship docked in France this week - just across the channel from England, and they could have arranged for the container to be transferred. Instead the container is now going to Germany and Belgium over the next 4 weeks before coming to England. I am not the only customer who was lied to by the company - if you look online you will see multiple complaints. This company is fraudulent and convinces customers to pay higher amounts for faster shipping, and then not only fails to meet their contractual obligations, but they also place customers in horrible positions with ZERO remorse. They need to refund part of what I paid, as well as reimburse me for expenses I've incurred due to their fraud and breach of contract. Shipping delays are no excuse. They packed my container on 26 July and there was almost 10 days for it to go on a ship that left 3 August and arrived in England at the end of August. That is not a shipping delay. That is the service I contracted for. That is the ship they promised me my container would go on and I paid thousands more for shipping that would take 6-8 weeks door to door, not 12-14 weeks. The ship my container was supposed to go on was not delayed. This company is nothing but liars and thieves. Consumer Response /* (-5, 8, 2022/09/29) */ ***Document Attached*** This is an email from 3 August where a company employee states my container was loaded already. 3 august is the date the ship my container was supposed to be on departed. The other documents I uploaded and will upload again -- the tracking information from the website the company told me to use -- clearly shows that my container was not loaded until 28 AUGUST. Further evidence of the company's fraud and lies and why nothing they say now should be believed. Business Response /* (4000, 10, 2022/10/07) */ Dear ********* Please be in contact with local UK Delivery company for final delivery process. ****************************************** Sincerely Schumacher cargo Logistics, Inc Consumer Response /* (4200, 12, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not proposed any resolution to this. They have completely lied about the entire process and were negligent at every step. Just today I received an insurance certificate that also proves that my container was supposed to be on a vessel that sailed on 3 august (the same one previously referenced). More evidence that the company and the agents or subcontractors under their direction failed to meet their terms of the agreement and promises to ensure my container left on time. Due to this I have expended thousands of dollars in having to purchase things due to my container arrived weeks late. Additionally, they were not even correctly tracking my container - I had to inform them of its pending arrival in the UK -- they had the wrong information! They are an entirely fraudulent and negligent company. They steal customer's money and falsely represent the services they provide. I should be reimbursed a portion of what I spent and for the amounts I had to pay to purchase things because my container took double the time that was promised due to their failure to get my container on the ship it was promised to be on. The volume of complaints against this company on Yelp, Google, and other websites, all for the same thing, show a pattern and practice of fraud and negligence by this company. They need to reimburse me for their breach of contract and fraud.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29 2021 I Signed a contract with Schumacher Cargo Logistics to ship my 1966 Land Rover from Christchurch New Zealand to Denver Colorado. The Vehicle was freshly overhauled and in perfect running order when it was dropped off at the agent in Christchurch in December. I received notification that the vehicle was received by the agent in Auckland on December 21. From that point on my vehicle has been sitting in Auckland and the shipping date has constantly been pushed back, I have been patient as I understand the global logistical challenges freight companies are dealing with. A few days ago the Agent from Schumacher (*****************) reached out informing me the vehicle wont start (this is obviously because they left it sitting for 10 months and not my fault as the customer) and now in order for the vehicle to be shipped they will need an additional $2525 this is almost a 50% increase in the quoted price and completely unfair because the vehicle was running perfectly when they picked it up. Further more nobody has contacted me from the port in NZ to tell me what's actually happening when they attempt to start the vehicle so it may simply have a dead battery or stale fuel (both are likely given how long they have let it sit) This company claims to be specialist's in shipping classic cars. I feel like this was a scam to dramatically increase my fee. I really just want my vehicle to be shipped in a timely fashion at the contracted price.

  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/28) */ Dear ************. Thank you for your detailed explanation. Unfortunately we have no control over ocean freight service providers In or Out of New Zealand or ant condition of your vehicle. Since December 2019,. the world of shipping has changed dramatically. The new charges will apply and still could vary till actual departure. Thank you for your understanding. Schumacher Cargo Logistics, Inc

• Initial Complaint

  Date:08/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract for door to door service from NJ to Italy. The rep******** quoted a 20ft container based on the items we listed. When the 3 man team arrived, they said they would finish at 10pm because it was a 2 day job but that*********** didn't want to pay. They did not have the list of items we gave for the job & began to pack everything in the house. We stopped them saying that books, Xmas, pet & cleaning supplies were not necessary to pack, that they should stick to the furniture & the containers that we prepacked. The foreman assured us that everything would fit and not to worry. Still, we pulled their boxes aside that we did not want in the truck; however, they ended up in the truck anyway. Either the dark or a language barrier prevented proper packing. In the end 400+ cubic feet of furniture and 8 boxes did not make it onto the container. In addition, marble pieces and thick gold framed mirrors that were promised crates were not packed properly. We then had to pay for a second shipment of what they called overflow even though the original packing job was done poorly. The list of items packed included wardrobe boxes with cat litter and large boxes with 3 pairs of shoes were stuffed with packing paper, etc. This is why there wasn't room for our bed and sofa etc.. By the time the foreman told us that one sofa might not fit, it was already 10pm. We asked them to pull things off to pack the important items but they refused to take off more than the last row. In the end when they left at 11pm almost all the furniture was left off the truck. When we called*********** in the morning our rep was out & ******** got back to us 2 days later to pass us on to ********* & then finally ********* the manager.****** managed to get another truck out to us but charged us an additional 7.,6k after we already paid 13k for the container. We received no financial compensation nor apology. No customer service nor professionalism. We are stunned & broke. Min 26 Xtra bxs

  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/30) */ Dear ******, I have since reviewed your shipment and as much as I see a lot of situations that would lead to mistrust, nothing seems totally out of order. Volumes do change but your additional 450 cubic feet means more items were added at time of pickup, or items were left out of survey. We do not make sure volume errors alone. The port & container delays are part of all shipment moves, worldwide currently. This is extremely unfortunate since Covid. At present time your overflow shipment is consigned to a container to port Antwerpen, Belgium for final delivery to you in Livorno, Italy. I know you have incurred a lot of additional cost along this journey, but the decision to have any overflow at all is beyond our control and should of been determined before the container doors were shut at your home in New Jersey. Wishing you well in Italy as this episode will soon be well behind you.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Schumacher Cargo Logistics and their partner in Ireland (Get Crackin') at the end of January 2022 for collection, shipping and delivery of my personal belongings to St. Paul, MN USA. I paid in full at time of final warehouse packing in Dublin, which included paying for an addition 1 cubic metre. When shipment arrived in USA in New York, it was flagged for customs and passed, and I paid the extra customs fees. Schumacher had collected my belongings and they then sat in their warehouse from 4/27/22-6/8/22 when I enquired where they were. They stated a technical glitch. A month later when they arranged the truck they emailed me that it would be one of their trucks and verified distance to door and number of steps. I live on a large residential street with very few cars parked on the street. On July 13, a U-Haul truck with 2 men arrived with my crushed boxes and one soaked box of wine that had drenched surrounding boxes because 3 bottles were uncorked and only 1 cork was present in the box. Next day I receive a relay invoice for $350. I was told it was necessary, a flat rate charge and they wouldn't tell me where or when the relay occurred. I've tried to resolve this with the company via emails to their VP and manager, and my reply has been left sitting unanswered for the last 10 days. The whole shipment time from pick-up to delivery was 1/23/22-7/13/22. I stated in the final email to the company that I requested that the relay charge be removed and that would be the end of this situation, to no reply.

  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/08/22) */ Dear************* Thank you kindly for your message and shipment details. We noticed your shipment entered our New Jersey warehouse tracking system on April 26, 2022 and was delivered to you on July 13, 2022. I know this may sound like a long time 11 weeks, yes partly due to an error of not being loaded in earlier truck heading eastwards but at such times, this is still well within our estimated timeframes for St. Paul. 8 - 14 weeks due to continued shortage of long distance drivers. The U-Haul truck that eventually arrived at your home was a local rental shuttle small truck as the 53'FT tractor trailer was left a distance away. In regards to wine breakages, your agents in Ireland should not have packed or shipped any wine/alcohol/liquids as they are illegal to import into the USA without special customs entries. These commodities should of been wood crated, special marks and not part of general moving goods. I am sincerely sorry for all the many delays and service issues you encountered along this journey, these are still very difficult times in the world of ocean freight moving, still to this day. Thank you for your understanding, Consumer Response /* (3000, 9, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am refusing their faulty explanation, due to their written correspondence in an email which details the possible reason for a "relay charge". "If a situation arises where the driver has insufficient access to maneuver the trailer in or out, to park or to turn around to get back out at the destination address, it would necessitate the driver renting a smaller truck, transferring the goods into it and delivering with that. This is what's called a "shuttle" truck and it is not included in your services. The minimum shuttle fee is $350.00." My street is very wide, residential and very few if any cars park on the street. The house also has it's own front access driveway. See included photos of street, and email attachment stating their reason for a $30 "relay" charge on page 4. This charge needs to be removed. By their own definition, it is a fraudulent charge. Business Response /* (4000, 11, 2022/09/19) */ Dear************* Thank you for your return message/reply. We know this does not always look logical, but 53"foot Long Distance Trucks do not always have access to side roads that lead to larger more drivable roads, as seem the case with your home, from your explanation. The service was performed by a 3rd party carrier that did use this service for your delivery, unfortunately we cannot offer you a refund. Thank you for your understanding, Schumacher Cargo Logistics, Inc. Consumer Response /* (4200, 14, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The need for the relay and charge was a misjudgement on Schumacher's part. The $350 charge should be paid for by Schumacher and removed from my account.

• Initial Complaint

  Date:07/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to Schumacher cargo in May 2nd to be shipped ********* They told me via email the max turn around will be 10-12 weeks. After now 3 months in their warehouse my car registration was going to expire and I asked them to get the smog to be able to renew. They told me to charge me extra **** then my car was driven by one of their external drivers for 2 weeks not sure where the car was stored at night. Anyway as we lost total confidence on where our car was or when it will be able to ship even after agreed to pay extra **** on top of the **** already paid they could not find a way to send to spain. They wanted extra **** to send it as they were not enough customers... So now I asked to get my car back and cancel as they were not able to provide the service they are going to charge me for storage fee and cancelation fees. I am literally hostage of them and the worse is that I was a returning customer, it is why i was so patient but this has been a total nightmare. The first car was sent rapidly but the cargo boat broke down and my car was at sea for 3 months it arrived rusted in several places. Now that I told them twice I want to cancel they are going to deduct over ***** fees. I should not have nothing to pay as they are the ones who could not even start the service after having my car for 3 months. This is unacceptable if you can not provide a service do not charge a customer just apologize and return the full amount. Thanks ******* ******

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/03) */ Dear Ms. ******* Thank you for your information. Unfortunately these are not normal shipping issues we are all experiencing. These are worldwide shipping problems causing delayed vessels, cancelled services, all leading to excessive costs, bad service and upset customers & employees alike. Yes your vehicle was delayed due to no fault of yours or ours as were unable to obtain more vehicles or bookings during the time in our care. You requested you car be taken for smoke test, which we did and the vehicle failed the smog test. You eventually collected the vehicle from our warehouse on or about Thursday July 28, 2022. Total amount you had prepaid $4765.00 Costs: $900 - 300 PER MONTH STORAGE $250 CANCELLATION $250 SMOG TRANSPORTATION, INCLUDING TEST Refund due is $3,365 that will be returned to you with 10 business days Please let us know if we can provide any further details.

• Initial Complaint

  Date:07/18/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  # ************ Goods arrived from ************************** on 6/15/2022. Was told on 7/17/2022 that I needed to pay **** in "shared container storage expenses" from the *********************. Told that I would be charged extra for storing with them if the invoice was not paid timely and that I would not receive my goods until invoice was paid. Asked to see the original invoice from US customs department and have received no answer and no update on my shipment. The company is holding my goods hostage in ransom for money with no legitimacy.

  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/25) */ Dear ***************** Thank you or your detailed explanation. I can hear the frustration in your tone due to delays and extra charges. We are not holding your shipment hostage, you are welcome to comes to our warehouse anytime and take your item's if this will assist. I am attaching a company of the demurrage bill, please note container number, should be same as container number on your Bill of Lading from your moving agent overseas. Please do continue to work with your dispatch coordinator for payment & delivery status. Sincerely Management

• Initial Complaint

  Date:06/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a move with Schumacher Cargo Logistics on 4/18/2022 for ****** Booking reference #********** The movers were to arrive on May 24. They did and all seemed well. Pick up was by ************************************************ Payment terms were clear; after the shipment sailed. As part of the quote, I provided a detailed packing list, including measurements of all items. I asked for flexibility if I would have to ship more and learned that this was possible. I did not need this after all. The quote included packing of 20 boxes. I indicated that I would do that myself. Repeated references to this change were ignored. After my stuff was packed, I received a bill for ******** Since then I have exchange emails to which I receive replies that there will be follow up. I also continue to receive reminders to pay, while there is no shipping date. I provided details for insurance but have yet to see any proof of insurance. Meanwhile, I found disturbing reviews online (which in hindsight I should have seen earlier...). This company appears to be a scam. Anyway, I have moved, my stuff is in possession of Schumacher and there is no sign that anything moves. Depending on correct and intact delivery of my possessions I'd be willing to honor the initial quote. I see no reason to pay more. I do need my stuff to be delivered as I have moved and I am living from the contents of my suitcase. Thank you for your attention to this matter

  

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/06/27) */ Dear*************** Thank you for your letter. I can confirm your contents are currently at our port warehouse in ************** awaiting loading & departure to port*********************** for on carriage and delivery to residence ********** Please be in contact with your representative ************ for billing amendments. Please do not read too much into Online complaints, most are related to vessel delays and rollover bookings beyond our control at such times. Sincerely Schumacher Cargo Logistics Consumer Response /* (3000, 7, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is entirely unacceptable. First of all, the suggestion to not read too much in online complaints is ridiculous given that I am experiencing exactly what these people state; once the goods are in possession of Schumacher they start slapping on fees or changing the pricing. The former has not happened yet but Schumacher's reply sounds ominous; what does "beyond our control at such times" mean exactly? Since my complaint Schumacher claimed that the actual volume packed is some 20% more than quoted. This while I barely added to the detailed packing list, which included measurement of all items. Finally, while these months were supposed to be the busiest of the year, somehow there has not been any shipment that my goods can be grouped with. Business Response /* (4000, 9, 2022/07/11) */ Dear Mr. ********. Your shipment is based on shared consolidation services. Your were indeed informed this could take unto 3 months under regular ocean freight services. Your shipment only entered our ******* warehouse on or about June 6, 2020. It is already assigned to a container for export. As soon as the ocean line releases actual container to our care and we are sure it will depart, we will indeed notify. There is nothing to be concerned about, we are doing all we can to have your shipment exported, but this takes time and process that are not always under our control. I am sure this will be cleared in the coming days once loaded onto a vessel. Sincerely ********** Cargo *********