ComplaintsforRSS, LLC

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RSS LLC sent out a email blast, solicitating a trucking carrier 11/23/2022. RSS accepted our rates, for the move 11/23/22 and sent QFS/Dream Logistics, a delivery order the same day. QFS/Dream Logistics completed the three runs for RSS LLC, per the delivery order agreement . First load was completed 11/29, second was completed 12/1 and 3rd was completed 12/6. Per our policy, after loads are completed, an email communication is sent to the customer, detailing the final charges for review and confirmation, before we send out our final invoice. M******* the broker for RSS LLC on these three loads confirmed the charges for the first load, on 1/3/2023, and the second and 3rd charges 12/12/2023. From these confirmations, the loads were sent to invoicing, and our AR team would then collect final payment. When these loads became aged 40 and 61 days without payment, our AR team started to follow up with RSS LLC more frequently, to resolve the unpaid invoices. At this point calls, emails and their website were all used to try and make contact, with the company, to receive some sort of feedback or confirmation on payment. All calls and emails continue to go unanswered. Customers address, shippers address, and consignee address all come up as residential. As a last resort, we contacted the origin drop off locations for the import loads we completed, and asked if they had any additional contacts or info they could advise us of, so we could get the unpaid invoices resolved. The location advised us, that they had also not been able to contact RSS LLC and had thousands in unpaid invoices pending as well. We need this company to contact us ASAP to get these invoices resolved or respond to our AR team with payment details.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We began with this company thinking they were a reputable company. We were charged for unloading services that never happened as they described they would and we are simply asking for our money back for that service. I was told by ******** an employee for RSS, that we would be paying not only to change the name on the document due to only one name could be listed but also $1150 to have the vendor unload and bring the items into our home. Instead, we were charged for this and when the men got here they were only told to drop our items off on the sidewalk. I called the office, no answer! We had to pay extra to have them help with the larger items but not all the items were brought upstairs. We both have back issues and he's had pancreatic cancer surgery so this was very difficult for us to try to do with only our daughter to help! I've since asked for my money back and also emailed the owner of the company with no responses from any of them. When I first found the company I read reviews and didn't read any that were negative and I first started working with Kate who at the time seemed very responsive until we signed. Then I was turned over to ******** who was very adamant about charging for everything. I was told that we would get help with this move overseas since we were unaware of what it entailed. I was told that I would have to obtain certain certificates but was under the impression they would give me a timeline and instruction but instead I got no help and was often told incorrect information such as needing to be in the US to obtain and luggage certificate but then to go to Portugal to obtain a Residency certificate, not true per our attorney! Also I received no inventory sheets that listed the volume which is what their vendor whom they hired, asked me for and when I asked for help again no answer! We have paid everything we were suppose to but in turn didn't get the results they set us up to expect! Terrible and unprofessional!

  Business response

  11/05/2021

  To Whom It May Concern,
  Initial contact with customer was on 1/21/21. Customer booked her move with RSS on April 5th 2021 for a 20' exclusive container with the self-load and self-unload service option. During the reservation process, the customer is required to read and sign our terms and conditions and then remit the required deposit to complete the reservation.  By signing our terms and conditions, the client is accepting and agreeing to them.
  Container was loaded on June 2nd 2021.
  After the container sailed, customer requested to add on additional services for unloading at destination. In order to do so, we had to change the delivery agent and amend shipping manifest which cost $350.00 in addition to $1150.00 for unloading services.  Customer agreed to the price quoted and we proceeded with the amendment.
  When container arrived to the overseas port, the clearing agent asked the customer for the customs documents that were clearly mentioned on the customer regulations sent to customer (customer initialed the section of our terms and conditions acknowledging receipt of the customs regulations during her reservation process). And, in addition, on our very first proposal, it clearly states the following:
  NOTE- Customs regulations are subject to change at any time. The proceeding information is a brief summary of customs regulations applicable to household goods shipments to your destination and provided for general guidance to assist our Agents and Customers. Since such regulations are subject to change without notice, RSS, LLC cannot be held liable for any costs, damage, delays, or other detrimental events resulting from non-compliance. Always double check with your local embassy or consulate. Find your local embassy or consulate.
  At that point, the issue began when the customer stated that they didn't have required documents to clear their cargo overseas and it took her  time to obtain nessesary documents and at that point container accumilated storage and demurrage at the port that customer was responsible to pay for.
  Finally container was cleared and delivered to customer on 9/2/21 and the cargo was unloaded from the container and brought inside the house as agreed.
  
  Customer stopped answering my agents emails after delivery because there was an outstanding invoice for customs inspection sent to them. Customer refused to pay for customs inspection that was clearly outlined as excluded item on our agreement so RSS had to pay out of our pocket to cover those charges in the amount of 450 euros. Customer has ignored our attempts to collect these charges.   

  Customer response

  11/09/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  This is exactly what I mentioned in my past email is that they would continue to say that I read and signed the agreement. That isn't being disputed here, what is being disputed is that they failed to assist me in knowing the proper procedures and timeframes needed.  I didn't take my time and since I had to literally be in two countries to get what they asked for per the vendor's instructions(which was totally incorrect) , I feel that I got that done pretty quickly especially since they told my husband that the forms he got ASAP couldn't be used because they only could use one of our names.  Again, this wasn't told to us,  since this isn't our area of expertise, but it is aparently not theirs either.  The container wasn't even here when they said it arrived so my certificates that I was able to get in two different countries were provided prior to the container being inspected.  The issues was with the address with the tax office for my address and the Customs department not releasing it but not that I didn't get paperwork back to the vendor. I also had to overnight the paperwork since they were outside of Lisbon and said they couldn't send a courier to pick up the paperwork and it couldn't be emailed.    By the way also asking me to give up my passport instead of accepting a copy of it which is not allowed per my attorney.  The other issue is that the addition of unloading isn't in question,  its the instruction that they failed to give to the vendor to actually bring the items into my home rather than leaving them on the sidewalk and therefore us having to pay another  500 euros to get some items brought upstairs.  This is what is in question.  As far as the $450 they never got me the invoice that they claim to have additional charges for, its funny that the truck would be cleared and I've paid the vendor to delivery my household goods but all of a sudden 1 week later or more there are more charges.  I asked the vendor several times to provide me with an invoice and he could not and finally told me that it was none of my business.  I want my $1150 back from them.  I'm not the first customer to have complaints about the way they do business and the fees that are continuously billed for. 
  
  
  Regards,

  Complaint ID: 16073441

   

   

   

  Business response

  12/08/2021

  To whom it may concern,

   

  Customer paid for unloading services which were successfully performed as confirmed by the delivery agent in Portugal.

  Please see below received from overseas:

   

  As per my haulier, the persons they hired to unload the container, they did it properly and put the cargo where cnee told them

   

  Unfortunately, consignee is not eligible for any reimbursements and also has a balance of Euro 450 for customs inspection that she refused to pay and RSS paid on her behalf.

   

*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. ↩