ComplaintsforPacific Crating and Shipping, L.L.C.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Customer provided list, dimensions of containers and estimated volume based on the last 2 after customer requested a quote to ship about ***** (estimated) of personal goods from ******* *** to ***** *******. Customer let shipper know that the dimensions of each container all added together is how estimate of about 11cbm was determined. Pcs had no feedback in that Quote # **** was sent to customer reviewed and customer asked for a couple of changes which were made. Only a quote was sent to customer no disclosures On ****** customer was sent a confirmation letter for quote **** (11cbm gross volume of personal good) to begin the process of moving goods that included some terms...50% deposit and labor hours. Link for msa/client was broken. There was no mention of the possibility that a significant difference between initial estimated volume and volume upon receipt by pcs and packaging for shipping Pcs contacted customer the following week that the volume received in the warehouse was *****cbm and that the final volume would be ****cbm after packaging (palletizing and boxing) for shipping but they were still in the process of packaging the items. Customer waited about 2 weeks without hearing back and then contacted pcs for an update. It was then vonfirmed thst the final shipping volume would be **** cbm increasing the total cost by over 30%.Customer told pcs that they were not told about thhid possibility especially if pcs knew ftom their experience thsatbthis could happen. Pcs blamed customer for not reading the confirmation letter disclosure which customer pointed out did not explicitly state the possibility of a difference between estimated and final volumes. Which is a major factor for determining a quote Customer requested pcs ********************** msa/clients (broken link from confirmation letter). That also did not state the possibility of a major difference between estimated and final volumes Personal goods arecsitting in warehouse and have not been shipped

  

  Business response

  11/01/2023

  I am writing in response to a complaint filed with your esteemed organization regarding a recent shipment that we handled. The complaint was submitted by ********************, also known as "*************," and it pertains to a discrepancy in the volume of the shipment in question. Please find the attachments with the email sent to ************* when we unloaded his shipment into our warehouse, notifying him about the increase in volume. 
  
  Furthermore, ***************** appears to be disregarding the terms of the service contract. The contract explicitly states that it is non-binding, and any changes in volume will result in adjusted pricing. Additionally, there are exclusions of service at the destination in ******* that are not covered in our door-to-door rate.
  
  I hope this clarifies our position in this matter. If you require any further information or documentation, please do not hesitate to contact us. We are committed to resolving this issue in accordance with our contractual obligations and your organization's standards.
  
  As detailed in Mr. ********** complaint, we provided him with a quotation based on an estimated gross volume of 11 cubic meters. This estimate was derived from the information he provided during his initial estimate request, which included:
  
  
  70 items
  
  44 duffle bags
  
  16 plastic containers
  
  10 boxes
  
  However, upon the arrival and unloading of Mr. ********** items at our warehouse, we conducted measurements following our standard company protocol. The items picked up included:
   
  
  75 items
  
  36 duffle bags
  
  26 plastic containers
  
  12 boxes
  
  1 bike rack
  
  
  The net volume of the shipment, essential for pricing determination, was calculated to be approximately ***** cubic meters. This figure significantly exceeds the initially projected gross volume of 11 cubic meters, thus necessitating adjustments to the pricing. We promptly communicated this variance to ******************** via email, and we have worked closely with our ocean carrier and destination agent to secure the most favorable shipping rate for the client.
   
  Our company places great importance on transparency and fair business practices. We are committed to ensuring that Mr. ********** shipment proceeds as smoothly as possible while addressing the concerns related to the volume discrepancy. We appreciate your oversight and the role of the *************************** in facilitating resolutions for such matters.
  
  Should you require any further information or documents related to this case, please do not hesitate to contact us at [Your Contact Information]. We are fully cooperative and ready to assist with any inquiries you may have.
  
  Thank you for your attention to this matter, and we look forward to your guidance in resolving this situation in accordance with applicable regulations and standards.
  
  
  Sincerely, 
  
  ************************
   
  ************************************

  PCS Relocation Services

  Your Worldwide Moving Solutions

  
  

*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. ↩