ComplaintsforTransparent International

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello,Could you please help me to resolve this issue with that company.? They are not releasing my goods. Im a fashion designer- due to hold my materials I cant work. Please help me.

  Business response

  02/09/2024

  This client booked a move with us from *******, ******* to *************. A crew was dispatched to his home in ******* to collect the necessary items. This client had a representative present on the day of collection and was not present himself. After the collection took place and the crew was well on their way, the client contacted the dispatch office in ******* to say that the movers collected the wrong items and that he would like them to be taken back to his home at no charge. We explained that there is a fee associated with having the goods returned and that this is not a free process. We would also like to mention here that it is the responsiblity of the person who is moving to make sure that the moving crew takes the correct items from the home. It is not possible to simply leave the crew on their own and to have them guess which items they should take. The excuse this person has used is that the movers removed items against the wishes of the person who was at the home. This is nonsense. Anyone who is reading this can understand that people are not going to come into your home and simply start removing items they are not supposed to be taking. It is clear in this case that the person who was at the home had the moving crew take the wrong items. This is unfortunate but it is not any mistake of the moving crew and it is unfair to ask movers to work for free. They have done the hard work of collecting the shipment and they should be compensated for this. This client refuses to admit that there was any mistake on their part or on the person that was present during the removal. We have asked this client to pay for the collection that has taken place so far and for the redelivery of his items and he has refused. He has avoided calls and emails. ***, we ask that you call in to resolve this and we ask that you pay what is owed for the services that have been provided to you so far. 

  Customer response

  02/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   On 10/30/2023 ********************* (Transparent International) and I agreed on a contract to move my office items and clothing line including over size racks those stored in a storage facility in ******* ******* to delivery ******** - ***. Move Cost:$3,600.00 Advance Deposit: $360.00 Transparent International and their local contractor will do virtual survey/ inspection prior moving to determine moving plan; all the clothing collection will be boxed in a special clothing hanger box and all the oversize racks will be taken care by their local contractor including packing, labeling. From the beginning I was very clear with ********************* and ************************* about my clothing lines, racks and office equipment.  
  Without doing any virtual survey/inspection ****** and ****** fixed a pickup date on 12/11/2023. During our conversation I clearly mentioned to them to give extra care during packaging. As agreed, their local contractor will go with their crew to pack and pick up all the goods; my storage caretaker will give them access of the storage. But on 12/11/2023 only one guy showed up with his van almost fully loaded with other goods. Neither he did ************* nor discussed with my caretaker what he will do about the packaging; he just took 20 ready bananas boxed loaded with materials, sample folded knit clothing, office supplies, documents and other smaller goods. While he was loading those boxes my caretaker clearly told him not to take these boxes because these are the items not the priority without listening my guy he left with those boxes. My caretaker from ******* immediately informed me the situation that pick-up man didnt listen to him and left with the boxes. After Soon after I got the update, I call ****** and wrote an email to return those goods on the very same day because I was not what I was expecting. ****** said he is going to talk to the contractor then he will come back to me; during our conversation ****** said there will be a charge because he picked goods and gave their time.I didnt agree with the charges because their guy didnt listen to my caretaker also I mentioned to ****** your have my $350 deposit.  
  I was under stress because of whole situation as a result me and my caretaker separately called, emailed to their local contractor *********************** (Move manager) this person never replied to us or return our calls.
  
  Since they have my goods under their possession, I called ****** and ****** hundreds of times to return my goods; ****** and ****** always said they are stilling talking and negotiating with the local contractor then them will come back to me. On 01/08/2024 ****** sent me an email with a bill of $1250. After almost a month later they are billing me to charge me more and more by neglecting my request to return goods on very same day. After receiving the bill again keep trying to solve the issue but it was not working every time I call ****** it became very argumentative and unprofessional. Another day I called to ****** he said talk to ****. Again calling **** conversation is very argumentative, unprofessional, threat and he is offering to sign NDA so that I dont disclose my experience.    
  
  On 02/14/2024 ****** emailed me that my issue was raised to their top management; they advise me to give them a call to discuss. Likewise, again I call ****** then ending up with ****. Same thing again argumentative and unprofessional
  
  From the beginning until now it is full of threat, argument and unprofessional manner been faced by Transparent Internationals staff ******, ****** and ****. 

  Annex evidence:
  - emails
  - Photos, video 
  - payment receipt 

   -Due to size limitation I will send email with the video, payment receipt   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/22/2024

  ***, the person you had onsite during the move told our crew which items to take. You spoke with your representative after collection and determined that they gave the wrong items to the crew. You asked for the truck to be sent back to you within the same day, unfortunately the truck had other stops to make and an existing schedule to follow. When you were told that the truck could not come back for several days, you grew even more upset and demanded that the shipment be returned to you and that the move be cancelled entirely. For context, you are located in *******, *******. The crew that came to collect your shipment is from *********, ***********. ********* is the point in Europe where the items were due to be shipped from, which we advised you in advance. So at this point, you have ordered a moving crew to come to you in ******* for collection and routing to the ********* depot. You are now asking for the goods to be returned from the ********* depot back to *******. This is no small journey. The crew has performed the hard work of moving your items, which is not an easy task to begin with. We have explained that you must pay for the collection and now redelivery of your items. This is not something we can do for free. You have stated that you are unwilling to pay even 1 dollar, which leaves us at an impasse. It is unfair to use this forum to attempt to avoid paying the fee for services which have been rendered. This is very simple: the person who was onsite made a mistake and gave our crew the wrong items. Mistakes happen and we don't fault anyone for making them, however you do have to pay for the service and it is extremely unfair to ask us to pay for a mistake which we did not make.

  We would like to inform anyone viewing this exchange that you are responsible for letting the moving crew know which items to take and which to leave. You must watch the movers work and simply make sure they are not removing incorrect items. There is no other way to accomplish this than being onsite yourself or having someone over 18 onsite to represent you. 

  Customer response

  03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When you had given me the collection date - I had been instructed my representative that your crew will come to pack all the clothing lines, racks, office items and the other items then they will make the list of the inventory before loading them.

  But unfortunately your unprofessional one driver went they said to my representative that he is here to collect 20 boxes. Likewise my representative said no its not possible you dont take the boxes - main thing is to pack all the clothing lines, racks, office items and the other items. Again my representative said to your driver that we are not paying $3500 just for these 20 boxes. Your delivery man/ driver said I was instructed to collect only these 20 boxes then he left while my representative was trying to call me. I advise you to check the distance between ******* ******* to ********* *********** - its for us going from Manhattan to Middle of Long Island. Thats the reason I was expecting delivery very same day or day after.

   

  Look on your previous response you said its household items and collecting from home.

  You and your company doesnt even know what you  are doing. Also very unprofessional thats the main reason I canceled the order and asked to return all the items very same hours.

   

  You are holding my goods for months to make the bill higher. Again Im not going to pay because of your mistake.

   

  You have my goods under your possessions since 12/12/2023. I told you day very one to return my goods any further delays. Until now you havent return.

   

  Please stop harassing and returning my goods ASAP. Because you hold my goods thats the reason I couldnt attend trade shows that caused business disruption and losses.

   

  Still youre holding it and asking to pay due balance because you kept goods unlawful; even though I emailed you to return the goods very same day that your delivery guy picked up wrong goods without listening my order.

   

  Please stop unlawful practices of business.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I consulted with Transparent International on 12/4/2023 (call beginning at 9:22am) with Relocation Specialist ********************* (Relocation Specialist Transparent International ***************** Fax: ***************** ********************************************* in regards to moving internationally. He informed me of the services that his company provides, and I mentioned that I was still in the market for other movers to compare quotes. He asked for my card details for a deposit, whereupon I again mentioned that I was still looking, and while he mentioned the deposit was 100% refundable, I asked that the deposit not be taken out.Upon conclusion of the call, I received a receipt in my email for the deposit (10% of the amount quoted). Again, I asked for the deposit [to be held], not enacted. I called *********************, voiced my complaints, and he attempted to still hold onto the deposit, claiming that it would be best to lock it in as assurance. I requested the deposit be refunded.At the current time, 11:27am, the amount has not been refunded, and I have not heard word from either ********************* or Transparent International, either by call or email. All I am requesting is a full refund of the deposit (which, again, I did not want deducted).

  Business response

  04/10/2024

  This client's deposit was refunded within 10 minutes of it being charged. Our salesperson did not understand that this person simply wanted to leave their credit card number and did not want us to actually charge his card. When he called back to say that he saw a charge on his card, the charge was immediately reversed. Since this reversal took place on the same day as the charge, the money was never actually removed from the account. We believe this person has made a mistake and has not realized that no money has been withdrawn.  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid this company around 4500 USD to move my items from ********** ** to west coast ******. My complaint revolves not on the cost of the move but at the complete lack of transparency and communication between them and myself. For context, pick up was Sept 30 2023. It is now November 13 2023, and I still do not have my items nor any contact about my shipment unless I called (after 3 unanswered emails).After signing documents confirming the pick up, I was left with zero communication as we reached moving day. I had to call them myself the 1 day before the move to get any confirmation, and even then they changed the pick up time last minute. They then sent me multiple documents to sign, all of which led to me to believe they completely forgot I existed as a client. I signed the electronic debit form immediately, and sent it back to them. I even put up with multiple emails asking me to send in forms/payments that I already paid. fast forward 3 weeks later and I already moved to ******. Zero communication. I had to email them only to find out they never processed my electronic debit form. Rep said it was likely "system error". The fact that they never contacted me, and I only found out through my efforts again tells me they forgot I existed. They demanded another form of payment, and the electronic debit wouldn't be viable anymore, and that I have to make the payments within days to avoid overcharges. I literally had to sign up for Zelle, and send in 1000 payments (daily limit on Zelle). After payments were all sent, again no communication. I had to ask for confirmation before I got an email stating I was too late and was charged for storage. After that, they eventually sent me receipts stating they got all the money. Guess what happened after that. Again, zero communication on my shipment. I had to call today to find out they're still in ****** and won't be here till at least 2 weeks later.

  Business response

  04/10/2024

  We are sorry to hear of your dissatisfaction with the service. It is not our intent to have you chasing after any information. Please contact our offices to rectify this matter at your earliest convenience. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ship out my things with international transparent moving shipping company located in long island ** and there office is located in Brooklyn ** from last year in beginning of September of *********************************************************** Brooklyn ** and they still demanding more money after i spend $40,000 to ship them from ********* ** to ******* ***********. All the food is expire including my clean products and house hold items.I want to be refund for all the money they stole from me and I want all my thing back in ********* ** into my storage where they first took it.

  Business response

  08/16/2023

  The wording here is untrue. This client's move cost was $7000 not $40,000. They had our crew collect more volume than agreed to by contract and received a bill for the overages. They also received the option of having the shipment delivered back to the original address, which they decided to utilize. This matter has been formally resolved. 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've hired this company for a door to door shipment for my relocation.On dec 16 2022 they sent a mover that i've paid him directly 5429$ in cash Got a receipt only as attached but they confirmed it by email last week they sent me an email that there are another 45$ to be paid urgently. Since I've already left *******,I asked my son to to pay it, they charged his card with the same invoice and exploit his young age and luck of understanding. I've already paid: 3336.75$ !!! receipt attached not they refuse to refund it - so it wont "delay"' the shipment .It is unacceptable with any measure. they tried to tell me that suddenly my shipment is tripled in Valium , but it was already all in boxes and my storage unit was small. Please Help

  Business response

  02/09/2023

  This client provided our salesperson with a list of 49 items to be shipped, for a total volume of 417 cubic feet. This list of items was included on the contract that was signed for the move, attached here. On the day of the move, the crew collected 101 items, for a total of 625 cubic feet. This volume has been measured and confirmed by the shipping line.The cargo receipt showing final measurements and volume is attached here. We have also attached the new list of 101 items. This client has settled their balance and their shipment is in route to its final destination. They have also apologized for this error. 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am in a disagreement with Transparent International over my home contents shipment. The company has invoiced me for more than twice the amount I initially paid for my move because they claim my contents are greater than what I have paid for. I was told by their advisor (*****) I would need 325 cubic feet for my one bed apartment quantities. I was also advised to hand over to their professional packers to ensure my contents were packed properly. This I did, and have paid in full. I naiively did not watch the packers and I did not measure the amount they took into their truck. I signed their document which only stipulated the number of boxes but not the cubic area. I was, a few weeks later, sent a different invoice of 400 cubic feet. I initially read this as an adjusted amount of an addition of 75 cubic feet and queried this with the move coordinator (*****). Some time later I was sent a document to sign, with no accompanying communication of a reduction to the invoice, which, again, naiively, I signed, under the assumption it was being adjusted back to the original 325 cubic feet I originally paid in full for. Immediately after I signed this document I was sent an email from the accounts department (****) for the 400 cubic feet and after a few confused emails I realised the company was in fact doubling my invoice to close to an additional $6000. Transparent International has been holding my possessions at the port for more than a month now claiming they have been waiting for a free container, as my shipment is part of consignment. They have, however, invoiced me for storage fees. I have requested on at least six occassions for management to communicate with me via email so I have their intentions in writing, they have refused. I understand the current economic climate of inflation and difficulties with port delays in the wake of the pandemic. I engaged the services of Transparent International in good faith but I now see similar disputes with the company online.

  Business response

  05/16/2022

  This client hired Transparent to move 15 pieces of furniture and 5 boxes, for a total of 20 items. The crew on move day was made to collect 61 items, more than 3 times the amount that was listed on the contract. This client signed a contract which included the exact list of items to be collected.

  Customer response

  05/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The business is refusing to communicate with me via email and is insisting I call them. I prefer to have the discussions in writing. When I engaged their services the representative advised I use their packing service, which I did. I only have the contents of a one bed apartment and the representative advised that I needed to sign up for 325 cubic feet. I took this to mean that is their experience, as a professional shipper, the correct amount. I believe the company deliberately under estimated this in order to charge more at a later date, and that their packers did not efficiently pack. I did not take measurements of the final shipment as they took everything into the truck without me seeing. I am happy to reach a compromise on the fee but an additonal **** is not reasonable and far exceeds quotes from competitors I received at the time of choosing to engage the company. I have received a few emails from the company from 'no-reply' emails telling me they intend to auction off my belongings at the port. I would like the Better Business Bureau to mediate on my behalf.

  Many thanks

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/15/2023

  We have been in contact with this client regarding these issues and we are trying to come to a mutually agreeable settlement. We ask that this client contact our offices as soon as possible to draw this matter to a close.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i hired Transparent International to move all my personal belongings from California to ******, ******** on August 26th 2020.On October 9th, 2020, I went to **** Morbihan ****** at the Demeco site to witness the unloading of the container Transparent International #******* I sent from ********** to ******, on August 26th 2020.Unfortunately, during the unloading process the Demeco movers team and myself found out that the container that had been assigned had a hole on the back top of the ceiling and that a part of my load had been flooded.In the occasion of the unloading process, I could not make any formal visual inspection, but I could at least measure that:One antique furniture has been flooded 3 boxes of linen/ bedding have also been flooded and were totally soaked and damaged (Mold) .Also, in addition to this, some additional damages appeared at the unloading: One broken blue box and its content (To be verified)The wheels of my garden cart have been smashed due a too heavy load on it. Of course, Demeco and I took several pictures to document the damages and I filed a claim to the insurance WTI I had contracted with for an amount of 2000US$ and a coverage of 30 000 **$Since, then I had to send several times the same documents again and again to different people. Finally, I received an answer, a week ago, letting me know i will not receive any compensation for the damage. Despite the deductible of 500US$, I requested a waiving of that amount due to the mistake of the Company I trusted and did not take good care of my belongings.

  Business response

  03/28/2022

  This complaint is extremely misleading and unfair. This person has lodged a complaint against Transparent International because the insurance company has denied their claim. The insurance company is a separate company from Transparent. We are not affiliated in any way and we do not have any influence over the insurance settlement amount received. We ask that you contact our offices to address this matter. This is first we are hearing of this issue. 

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We contracted with Transparent International in October 2021 to move our possessions from *********** to **********, *****. The contract cost ** $22,500 which we paid prior to our possessions being boxed up for the move. The final boxing took place on October 23rd. In the middle of November we called Transparent to find out when our possessions would be delivered to us. We were told that there were issues at the port with machinery and that our possessions could not be delivered to us at this time. We had numerous conversations after that with the same result. We finally received a call from Transparent that they would deliver our goods on December 14th. However, on December 13th we received an invoice for Storage for $5,433.75 plus $45 for wiring. We paid this the same day. Our goods were not delivered because it takes 24 hours for our wire to clear their bank and they do not deliver on the same day a wire clears. So, Transparent sent us another invoice on December 14th for $690 plus $45 for wiring (for 4 additional days of storage). We set up the wire the same day. The new delivery date was December 17th. Everything was cleared for delivery on the 17th, but the truck Transparent hired to pick up our goods did not arrive at the port in time, so no delivery. Transparent was able to move our goods out of the port on Monday and sent us another invoice for $517.50 plus $45 for wiring and a new delivery date of Wednesday December 22nd. We did receive our goods on that day. We are trying to find out what ship our goods were transported on as well as the **** of Lading, but Transparent has not provided us that information. We were told by the Port of Houston that they charge $29/day for storage, but Transparent is charging us over $170/day (including their 15% Admin fee). Our story aired on Channel 2 in ******* on December 27th.

  Business response

  01/05/2022

  We would like to make it clear for anyone viewing this exchange that this review is untruthful. This container was held at the port of ******* for 38 days before it was released to Transparent Internationals care. The container arrived at port on the 13th of November and was not released until the 22nd of December, the same day it was delivered to the Bieltzs home.
  The cargo terminal at the port of Houston that held this container is owned by ****************************. They charge $75 per day for the first 5 days of container storage and $150 per day for each day of container storage thereafter.

  
  The ********************************* 3 separate invoices,all of which are attached here as proof.
  
  The shipping lines do not explain why a container may be kept at port prior to release. As an import company, we simply wait for notice that the container will be released, pay the **** on your behalf to stop the charges from incurring, and collect the money we have paid from you before delivery takes place. Transparent is simply the messenger.  
  
  We ask that you amend your statements to reflect the truth.We have provided proof of our statements and we simply ask that you do the same.

  Customer response

  01/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   While Transparent International claims that the container was not released to them until December 22nd, National Shipping indicated in a conversation with me on December 28th that there were no issues at the *********** terminal. Therefore, it was Transparent International's responsibility to make every effort to retrieve the container in a timely fashion which is evident that that was not the case as evidence of the 38 days of storage charges.

  There is NO proof that the reason for the storage charges lies with National Shipping, only Transparent International's claim that the container was not released. National Shipping had no reason to keep the container hostage and has indicated to me in the phone conversation that they did not hold the container hostage for any reason.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/25/2022

  Sir, you have mentioned a document which National Shipping has provided to you. NO SUCH DOCUMENT HAS BEEN PROVIDED TO THE BBB. Shipping companies are required to advise of excluded fees in advance, which we have done. The contract you signed has been uploaded here so there are no mistakes. Again, we understand that this person is unhappy with having to pay fees which were beyond their control. Shipping by container can become expensive. That does not give anyone the right to make false statements and accusations. This does not hurt the shipping lines and the terminals that actually charge these fees; it only hurts the messengers that are just trying to do their job. We would also like to make it clear that we have offered to cover the 15% administrative fees. That settlement offer was rejected. 

  Customer response

  04/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am attaching the correspondence from National Shipping where they stated that they called Transparent International PRIOR to the arrival of my goods and again a week later (after goods were at the terminal". National Shipping said that the response from Transparent International was "we will pick up the goods SOON". It took OVER a month after that for Transparent International to pick up and deliver our goods.

   Transparent International indicated in December that they would TALK about making us an offer. An offer was NEVER made to us!!! If Transparent International would like to actually make an offer, we would entertain that.

  Transparent International still has not provided ANY proof that the delay in delivering our goods was out of their control.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********* I was repeatedly lied to about the price of our move pertaining to price matching from a reputable company. The company did not want to work with me about lowering my quoted volume even after I discovered I would only need half the volume. The majority of actual moving was just subcontracted out to other companies when I was lead to believe that Transparent would be doing most of the work. After I had paid I was told that within 7 days they would contact with the confirmed volume and I would receive a refund of the difference in volume only to be told later that it would be after delivery. In the following months I was given almost no updates at all and the majority of my inquiries would go unanswered or ignored. When I did get in contact with customer service they tried to say I was over my volume and had more items than I moved and that I owed them more money. Around 50 compared to 17 boxes. On arrival boxes and contents were battered along with a broken TV and PC.

  Business response

  10/27/2021

  Sir, we have not billed you any extra money. We also note here that we declined to match prices with the lower quote this client received from another company. This client decided to move forward with our services at our quoted cost. He had every right to choose any mover he wished. This review is extremely vague and does not contain truthful information, other than the fact that we have asked this client to reach out to us once he received his delivery, as we are providing compensation to anyone that has experienced extensive shipping delays. We have attached proof of the fact that no extra money has been billed, and proof of the fact that we declined to offer our price match service. All of this is in writing sir and we ask that you change your review to accurately reflect what has taken place. 
  
  With respect to the damaged items, we are sorry to hear of this and we have instructed this client to file a formal claim with the cargo insurance company. 
  
  Finally, we would like to note once again that the container shipping industry is experiencing unprecedented delays system-wide. If you are shipping in 2021-2022 please expect your shipment to take several months to arrive overseas. No mover or shipping company can tell you exactly how long your things will take to arrive. Please plan accordingly and travel with any crucial items you cannot live without. While it is difficult to process the fact that extreme delays may take place, it is also not fair to place blame on your moving or shipping company for such delays, as they have no influence over transit time and they will simply be the messenger during the move process. 
  

  Customer response

  10/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

    First off my complaint not a review, was vague because of the character limit for the original complaint. You haven't billed me for any extra money because I called out your customer service when he tried to lie to me. You declined to match the first company (International Movers Network) I sent you because it "isn't a reputable company". When I talked about possibly using a ******** company your salesman also decided to make a slightly racist remark along the lines of "I wouldn't trust a ******** company". I then followed up with quotes from ****** Transport and your salesman said that you would price match it. I was never told that you wouldn't match the quoted price from ******, but only to find out they didn't want to redo the quote a week before the move. Sure I could have used any other company and I would have if I had been given notice that you wouldn't match the price of ******. To find out you didn't want to redo the quote a week before left me with no options as plane tickets, hotel, move out date, and utilities cancellations etc. are already set up.  I have also reached out to the cargo insurance company exactly 2 weeks ago and have yet to receive even an automated email back, which is about on par with Transparent. You say you have things in writing, but maybe you should listen to the phone calls that were recorded.
  

  Bottom Line: I was forced to pay for an over priced move with terrible service only to be called a liar by the liars themselves.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I contacted Transparent International to conduct a move from Germany to the US in May 2021. The pick up at destination was one of the smoothest moves I have experienced; however, my move has been an absolute nightmare since then. As of today I have not received a delivery status from the company. They will not allow me to self recover my goods in a regional warehouse, or provide information on delivery. I have been sleeping on an air mattress since June, which is aggravating an injury. Perhaps the worst of all is the dismal communication with the company. On October 15th I had to spoof a phone number to speak to an employee. At one time I was on long term hold from my phone, when I called from a friends phone the call was immediately answered. My former employer has also been told conflicting information about the shipment (delivery times, incorrect invoices, and management availability). I have had to refurnished my home. I would have been better off selling my household good

  Business response

  10/27/2021

  We would like to make it clear for anyone reading this exchange that the container shipping industry is experiencing extreme delays during the 2021-2022 season. If you are shipping your goods overseas, please expect a transit time that can approach several months, depending on where you are shipping to. Please take any crucial items with you when you travel as no mover or shipping company can tell you how long your shipment will take from door to door. This is an unfortunate reality. It is unfair to blame the shipping or moving company you contract with, as they have no influence over transit time or scheduling. They are just the messenger. 
  
  
  The steamship lines that own and operate the vessels and containers reserve the right to change scheduling and routing without notice. It is not possible for your mover or shipping company to advise you that your container will be delayed. The shipping lines simply publish ETAs (estimated times of arrival) online. You can enter container tracking information to see these ETAs at any time. If the shipping line changes the ETA, they do not notify anyone and they do not provide any explanation. Any person shipping in a container is at the mercy of the shipping lines. 
  
  
  Sir, your shipment was in a bonded warehouse awaiting release from Customs. Once the release took place your shipment was delivered to you. While you can, by extension, blame us for almost anything that took place in your life between the date of collection and the date of final delivery, we ask the public to make their own judgement call on how ethical or moral it is to mention statuses, disabilities, personal/ family issues, as part of a review which is simply stating that the shipment took several months to be delivered. 
  
  
  With respect to additional money, we would like to make it very clear that your employer had to pay container detention/ demurrage fees. These are excluded in any shipping contract and can result from customs not releasing the container within the free clearance period. When a container arrives at port, the shipping line provides a small number of "free days". If the time it takes customs to clear and release the shipment exceeds the number of "free days", a daily charge for keeping the container beyond the free period may incur. This fee is known as container detention or "demurrage". It is not possible to predict or avoid these charges. This exclusion is mentioned in all moving contracts in detail. The money which was paid went directly to the shipping line. Again, we are sorry that your shipment took as long as it did to reach the US, however there is nothing that could have been done to speed up the process. You would have experienced the same delays with anyone you would have shipped with during this time. 
  
  

  Customer response

  10/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Delivery was conducted, and household goods received. Upon reaching the operations manager, my questions were answered, and communication issues addressed. A little communication from transparent would have gone a long way towards resolving the issue before escalation.

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

  
  

*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. ↩