Complaints

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:09/27/2024

  Type:Billing 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 spoke with ***** Tract on Sept 1st for a quote given on 8/31/24. She indicated that for 7000lbs the total cost would be $2,153.00, which an earlier *** told me that is the minimum they charge. I explained I didn't have any furniture just boxes,he said you'll be fine then because you won't have anywhere near what that cost would normally cover. So he told me we would be getting a quote and we got one from ***** Tract. So after viewing her quote, we decided to add a few more boxes/plastic totes, a couple of materials, and a TV, still way under the 7k pounds. So then she said she made a typo on the original quote and now it doesn't go by weight but the size of the box and increases the price to $2,749.00 for ***** LB, which these items don't weigh anything near what she quoted and we were told we would receive the military discount, that also seems to be missing in action. They are inconsistent and dishonest, They need to honor the original quote as well as honor the military discount.

  Customer Answer

  Date: 09/27/2024

  ***** AND HER ORGINIZATION ARE CROOKS,CLEARLY I DONT HAVE OVER 5K POUNDS OF STUFF,NOR MORE THAN 1K WORTH OF STUFF,I AM SHIPPING BOXES FULL OF CLOTHES NOT BOLDERS,BESIDES THE OTHER ITEMS PICTURED.THESE PEOPLE ARE RIPPING PEOPLE OFF.AFTER I CONFRONTED HER ABOUT HER SECOND INVOICE SHE SENT AN UPDATED ONE,I DONT THINK SHE CAN MAKE UP HER MIND ABOUT HOW MUCH SHE WANTS THIS STUFF TO WEIGH AND HOW MUCH SHE WANTS TO CHARGE

  Customer Answer

  Date: 09/27/2024

  ***** AND HER ORGINIZATION ARE CROOKS,CLEARLY I DONT HAVE OVER 5K POUNDS OF STUFF,NOR MORE THAN 1K WORTH OF STUFF,I AM SHIPPING BOXES FULL OF CLOTHES NOT BOLDERS,BESIDES THE OTHER ITEMS PICTURED.THESE PEOPLE ARE RIPPING PEOPLE OFF.AFTER I CONFRONTED HER ABOUT HER SECOND INVOICE SHE SENT AN UPDATED ONE,I DONT THINK SHE CAN MAKE UP HER MIND ABOUT HOW MUCH SHE WANTS THIS STUFF TO WEIGH AND HOW MUCH SHE WANTS TO CHARGE

  Customer Answer

  Date: 09/27/2024

  UPDATED QUOTE AFTER I CONFRONTED HER ABOUT THE WEIGHT AND PRICE

  Business Response

  Date: 09/30/2024

  This person contacted us for a quote and we provided her with one.  We were up front with the fact that the final charges would be based on the actual volume of the items that we pick up and not weight.  The 7000 pounds was a typo (human error) and had nothing to do with the quoted price. We do not offer military discounts. The complainant decided not to ship with us and we are fine with that.

  Customer Answer

  Date: 09/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22348069
  
  I am rejecting this response because: THE COMPANY DID NOTPROVIDE A RESPONSE,THERE IS NOTHING PRESENT AND THATS UNACCEPTABLE
  
  
  Regards,
  
  ********/**** ******/*****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/04/2024

  Type:Billing 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.

  You did not provide necessary documentation saying what this is for. You provided my application, renters insurance and half a lease. What are these charges for? These charges are not mine and this needs to be removed from my credit report

  Business Response

  Date: 08/08/2024

  I have no idea what the complainant is talking about.  My guess is that she has us confused with some other company.  We are a moving company and have nothing to do with renters insurance or leases..

• Initial Complaint

  Date:07/22/2024

  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 contracted with TSI to handle a move. They used an unreputable mover that previously worked with and resided to work with again. On the day of the move the unreliable company called which was my only notification that it wasnt TSI in charge of the move. Upon hearing that it was this mover that TSI contracted with I cancelled their service with nothing done.

  Business Response

  Date: 07/26/2024

  Customer contacted us to arrange for a local move and we selected our vendor, College Hunks. The move also included a full pack of fragile items. We scheduled the pickup and come day-of once the team had already arrived on-site, he did not want to release the move to **** . His reasoning: College Hunks destroyed a simple glass protective desk cover I had about 2 years ago along with other items. I had their coverage and they gave me the runaround until the dates were expired.
  
  After he told me that he would not use CHHJ, I told him we would route a different move team and would get back to him with the availability. He didnt raise any issues with us switching carriers. ************************* (***** was OOO) had Mid Town Moving GA to cover this and we were waiting on the customer to advise on his next available time frame and to schedule with the building. We never heard back from him until a week later stating that he would like to cancel.
  
  July is the busiest time of the year for movers.  The carrier lost potential (certain) revenue on that day because of the cancellation.  There is a fee associated with canceling to cover them and that was charged to the customer.  All of this could have been avoided if 1- hey stuck with the original mover or 2- Let the back up vendor that was going to arrive on the same day handle the move.

  Customer Answer

  Date: 07/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22024178
  
  I am rejecting this response because:

   

  I want the public to know TSI is just a middle man. They contract out to smaller companies. They cannot guarantee the quality or the professionalism of their subcontractors. 
  Even in their response they stated I told them their subcontractor previously damage a simple glass top. That simple glass top was thousands to fabricate. 
  Also their contractor called me when they were on-site. The contract stated they were supposed to class prior to arrive and confirm a show up time: That did not occur, if it had and the company said they were the aforementioned subcontractor I wouldve told them not to arrive  

  The consumer is better off not using TSI and finding a local contractor on their own. That is basically what TSI did in my case however they didnt know I had dealt with their subcontractor and it was a subpar experience. 
  

  I have done my due diligence and reviewed TSI negatively to protect the public  

   

   

  
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/30/2024

  Lastly, *** said the contractor purchased wrapping materials as well as traveled to the site. None of which I dispute. However, if the company purchased materials which were not used for the job those materials should be mine since I paid the $600 cancellation fee. I have none of the materials. 

• Initial Complaint

  Date:04/17/2024

  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.

  In October I hired TSI to move a heirloom grandfather clock. I paid extra for the extra packing, and insurance. The pickup was not done on time, but finally they showed up at Nov 18. The carrier showed up without the proper materials to pack and transport the clock. They literally had to borrow scraps of cardboard from our recycling.I called and emailed TSI informing them that vital parts were not secured and the clock was not packed properly. I never heard back. 30+ days later the clock reached it's destination (all within the Continental US) without the key or the pendulum.Furthermore delays without any communication from TSI resulted in them "looking for the missing items" weeks later.Finally 4 months after they took possession of the clock they filed an insurance claim....for a tiny fraction of the cost to repair the clock or the cost of their services.TSI's negligence in proper packing, labeling, quality control, and follow up have resulted in financial loss, loss of enjoyment, significant expenditures of time and fuel, as well as permanently ruining the value of the clock as significant parts are no longer original.I am asking for a full refund of the cost of the services....which will still be less than the damage their negligence did to the clock.

  Business Response

  Date: 04/30/2024

  The customer hired us to ship a grandfather clock.  We explained that the carrier liability is limited to 60 cents per pound but that full value protection could be purchased.  She asked for the full value protection and told us to insure the clock for $1000.  Unfortunately, the clock was damaged in transit. By rule, insurance does not cover shipping.  We have not received any repair estimates and have no idea if the clock can be repaired or not.  ********************* is willing to pay $700 towards repair or $1000 for the full replacement.  However, if they pay the full replacement amount, the insurance company is entitled to take possession of the clock.

   

  Here is the text from an email that was sent to the customer on April 25th to which she has not responded.:

  **********************,
  
  
        I wanted to follow up again to explain a bit further and try to resolve.  You did have a $1000 policy on the clock for this move.  Insurance companies, much like when a vehicle is "totaled", assume this to be the full value for the item if there is a total loss.  As a practice, when the full value is given, the company does require that they take possession of the item.  So, we could do the full $1000 claim, but predicated on return of the item, which I assume you would not want.  We are prepared to reimburse $700 to you towards repairs, if that is a preferrable option.  
  
  Please advise if you would like to proceed with the $700 reimbursement or go with the $1000 full value reimbursement predicated on the return of the item.  If you have any questions also, please let us know, thanks very much.  
  
  
  *************************
  Director of Operations

  Customer Answer

  Date: 05/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received
  
   Complaint: 21591493
  
  I am rejecting this response because:
  This issue involves more than normal loss associated with shipping and transport. TSI did not meet normal industry standards for clock shipping, let alone the additional advertised standards, and was informed, on the day of pick up, of this fact and that it was likely loss would occur, which it did, due solely to TSI not following standard shipping practices.
  
  We have been unable to find any standard for crating and shipping that includes wrapping a clock pendulum in scrap cardboard taken from the shippers recycling bin, not labeling it and including it in with other scrap cardboard taped over the glass of the clock.
  
  Upon delivery the loss was verified by the recipient and the delivery driver.
  
  We believe, after taking to other specialty shippers, and others that TSI has liability under the ******* Amendment. The additional freight insurance purchased does not limit TSI"s liability in this matter. If an insurance claim is to be filled it is not the additional freight insurance claim but TSI's general liability insurance that would cover the loss.
  

  We have so responded to TSI in this matter.

  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/13/2024

  **********************,
  
       While loss in transit does not occur often, it unfortunately does happen and that is the purpose of the additional insurance.  The cost of transportation is separate and unrelated to loss/damage claims.  
  
  You purchased an additional $1000 valuation on the item and have been offered a partial settlement ($700) to offset the cost of pendulum replacement as well as a full settlement ($1000) predicated on insurer salvage rights.  To my knowledge, we have not received any specifics regarding the value of the pendulum and key.  We would still be happy to reengage and work on replacement parts once provided the necessary documentation.  
  
  While will not be providing a refund for transportation, we still hope to resolve this issue through claim resolution or parts replacement.  Please feel free to contact TSI to move forward with either of these options.  
  
  
  *************************
  
  Director of Operations

  Customer Answer

  Date: 05/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21591493
  
  I am rejecting this response because:
  

  TSI continues to ignore their responsibility in this matter. I fully understand the purpose of insurance.  Customer provided insurance is not the remedy for a company's willful neglect of their own advertised processes and industry standards resulting in damage. 

  TSI has behaved in a thoroughly uncaring and dismissive manner throughout this entire process. 

   

  We will pursue other options to hold this company accountable.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/27/2023

  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.

  TSI was contracted to move an heirloom desk from OH to TX. They quoted 20-30 days for delivery. It was picked up on Sept 22, 2023 and it is now Nov 27, 2023. I have contacted them multiple times and they continue to promise delivery but never actually deliver. In fact, twice they actually "scheduled" delivery but didn't show. I am now in the process of filing a police report for theft and pursuing other legal options. Below is the detail of all communication with TSI: Oct 16 10:12 am – Call to TSI. TSI stated the desk was in Dallas and they would call me with a delivery date. No such call received. Oct 31 10:08 am – Call to TSI TSI stated the desk was in Dallas and they would call me with a delivery date. No such call received. Nov 13 12:57 pm – Call to TSI. TSI stated the desk was in Dallas and they would call me with a delivery date. Nov 13 1:31 pm – Call from TSI. TSI stated they would deliver on Nov 17. No calls were received and no delivery was made. Nov 20 4:18 pm – Call to TSI. TSI stated they did call the previous week but got no answer. I told them to make sure they used my cell phone number and gave them the number. I had the representative repeat the number back to me to verify. He stated he would call back with a delivery date. Nov 20 4:26 pm – Call from TSI. Said they would be in the area on Nov 22 and would confirm delivery on Nov 21. No confirmation was received and no delivery was made. Nov 22 4:03 pm – Call to TSI. TSI did not answer. Left voicemail that I now considered the desk stolen property and if desk was not delivered by Monday (Nov 27) I would file a police report, file an insurance claim, and investigate legal options. Nov 27 8:34 am – Call to TSI. Desk is at warehouse in Dallas Area (*** ** **** **, Suite *, Grand Prairie, TX *****). Claims the desk is scheduled to be delivered tomorrow.

  Business Response

  Date: 11/28/2023

  Was delivered this AM (11/28). Complainant is not the payer/booker so we don't have an email for him but spoke to him several times.  TX dispatcher indicated they tried to call and sent a text to set up delivery on 11/17 and he did not text them back until yesterday (11/27).  Once he texted them back, delivery was scheduled for today and they have confirmed today's delivery.  

  Additionally, our terms and conditions that are attached to this complaint make it abundantly clear that time frames that are quoted are just an estimate and that they are subject to change. We fully understand the frustration but there are many moving parts when it comes to consolidated shipping. The good news is that the desk was delivered this morning.

• Initial Complaint

  Date:06/26/2023

  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.

  This complaint against Moves For Seniors (MFS), a Division of Transit Systems Inc., is for the incomplete pre-paid Dedicated Truck Long Distance Move for my 83 y.o. mother, embarked on June 27, 2022, and for its refusal to provide a commensurate, timely remedy. By virtue of its refusal to fulfill 100% of their agreement, MFS placed undue mental stress on my family and compelled me to secure, at extreme personal expense, alternative expedited services to move the remaining items left behind. A bill total advance payment of $19,520 was made against Order Confirmation 24924. The added personal expenses I incurred to complete the job were approx. $10,000. It is my position that MFS supplied a truck of too small capacity to fulfill 100% of the move on the agreed-to date. According to MFS Director of Sales, **** ****, the ****** truck supplied had a total volumetric loading capacity of 800 cu ft, which MFS claimed to have filled with 785 cu ft of my mother's "inventory." This is not possible, not consistent with our departure or arrival inventory records, nor would it have complied with the truck's rated load capacity to transport 7,323 lbs of order-listed "inventory" in a vehicle rated for 6,385 lbs of cargo. **** ****’ shipped volume (785 cu ft) to vehicle capacity (800 cu ft) assertion is physically impossible. Among the items in my order inventory, it included the following quantity and type of storage container (i.e. boxes, bin): 2 wardrobe, 50 large, and 70 medium boxes and 10 plastic bins. Assuming all 132 of these storage containers amounting to 785 cu ft were loaded, and, for the sake of simplicity, each were exactly of the same linear dimensions, such a remarkable packing effort contains less than 1/20 of 1 inch (0.05") of void space around each vertical stack. Such tolerance is approx. equivalent to the thickness of a penny. This and other representations are clear evidence that the service provided was left incomplete with the “Dedicated Truck” MFS used.

  Business Response

  Date: 07/05/2023

  MFS is currently researching this issue actively with our move partner and intend to follow up again with a more detailed response. We have been informed however that this shipment was larger than originally described which was the main issue and reason for items being left behind and not taken on the original route. MFS relies heavily on our move partners for their expertise while packing and loading. In addition to this, I can see that the customer was also unhappy with the communication on MFS end. Again, I have emails and documentation of our move manager with the customer explaining what is happening and addressing the issues. Once we have more information with more details, we will happily add to this response as well as address this with the customer directly. Thank you.

• Initial Complaint

  Date:03/04/2023

  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 hired Move for Seniors to assist us in moving and downsizing from a house to an apartment due to major health issues. I was assured that it was going to be “stress free” with professional and background checked movers. Communication was poor at best. I was to receive packing services the day before and then the main move, where they would throughly and carefully wrap my furnishings. Come packing day, the movers were a no show. Stuck in a snowstorm apparently. There was no backup. We did have an organizer who helped us pack. Bottom line we did it ourselves. Next day was moving day, again they were a no show for personal reasons. No back up. The organizer jumped into action, found 6 men and a Uhaul truck. Due to their unprofessionalism, they failed to protect my furniture. They literally shoved it in truck. It arrived scratched, broken or damaged beyond repair. For example my entire bedroom set had chunks taken out of it. My large leather sectional, had rips and holes in it. It took 2 whole days to finish. Another team arrived the next day and finished the job. To say the move was extremely stressful and unprofessional is a gross understatement. I have sent multiple emails to try to negotiate the price. I am consistently ignored. No invoices provided. I signed nothing either day. Yet they want me to pay full price as stated in the estimate! They also cashed my deposit the day after with no resolution and no apology. They are charging me overages due to their incompetence. This is ridiculous.

  Business Response

  Date: 03/16/2023

  MFS was hired to move *************************** from a single home residence to an apartment where she planned to downsize.  Prior to the move, MFS performed an onsite survey to check the inventory and evaluate the size of the move so that we would be prepared with the proper crew and vehicle the day of the move. Unfortunately, on the day of the move, the driver ran into a weather-related issue causing the move to start later than planned.   While admittedly the move started late, the total time for the move ended up taking 4X longer (28.5 hours) as compared to the 7 hours which were estimated based on the onsite.  Items in the home that we were told would not be moving at the time of our survey and were not part of the inventory were added the day of the move adding to the time as well as the cost of the shipment. In addition to the added items that were required to move, there were some other challenges presented to our move team at the home which made the move even more complex and expensive.

  MFS does acknowledge that the move did not start on time for the reason stated above. However, this does not negate the length of time that the move took or the additional inventory added the day of the move.  The crew worked diligently and did a good job despite the challenges presented them.  Upon delivery, we were notified of damage to several furniture items.  We are in the process of working on a claim for the customer which will pay the customer for the full valuation which allowed for $1000 coverage with a $250 deductible for a total of $750. In addition to the claim, MFS has offered a 10% discount to the customer on the shipment for the inconvenience at the start of the job. We believe that with the full payment of the insurance claim and the 10% discount for the late start that we have been more than fair in working with *************************** to bring the matter to resolution.

• Initial Complaint

  Date:09/20/2022

  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.

  I paid to have sentimental items shipped from Ross, OH to Portland, OR. They did not communicate as they stated they would, then they literally lost a box with items from my deceased mother and terminally ill father. They stated they would search the ****** (a subcontractor I never knew about) storage areas and repeatedly lied. I don't trust that they ever searched. I paid a very high fee for the moving cost and insurance (but the items weren't monetarily worth much do less the deductible I receive nothing back), so I believe part of the moving cost should be refunded due to their utter and complete lack of communication and integrity.

  Business Response

  Date: 09/26/2022

  TSI is a third party logistics company and utilize a select handful of carriers in the country with whom we have long standing relationships. Our moves are consolidated, over the road shipments and we communicate via email with tracking updates at booking, when in transit and once the shipment is nearing delivery. We do not have "real time" tracking like that of *********. Unfortunately one box was misrouted and multiple dock searches have been conducted without any luck in locating the box. Despite the insurance only being $100 with a $100 deductible, TSI waived the deductible and credited the customer $100 for the box. It is never our intention to have anything go missing and we completely understand the customer's concerns. However due to waiving the deductible, we will not be processing any further compensation or refund for the move.  

• Initial Complaint

  Date:09/11/2022

  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.

  Paid in full in on 7/7 to have the company transport our piano from Ann Arbor Michigan to Edmonds Washington. They told me the piano can be picked up by end of July and will be delivered 3-5 weeks after pick up. Therefore, I paid expedite service fee and chose their service. They picked our piano on 7/23. Ever since, I have received no single notice of the whereabout of my piano. Contacted the company, Steve and Robert, a few times in Aug and Sept. Still nothing of the timeline of delivery. All them told me was they would check on the status and asked me not worry. It's been 8 weeks now. No clue of when my precious piano will be delivered. Really really frustrated. My order # is *******

  Business Response

  Date: 09/12/2022

  This order was booked on July 7th and the customer was told that pickup would be within the timeframe (by 7/30) which it was- with the delivery estimated to take approximately 4-5 weeks after pickup. Our normal timeframes are 3-4 weeks after pickup but because pianos require specialized care and handling, we have a certain crew needed to do these delicate moves so that does extend our timeframes based on the crews availability. Our Director of Operations has been working directly with the customer and the latest correspondence was as recent as this past Friday, 9/9- Please see below. We will be tracking the delivery and updating the customer accordingly. To add- the expedited service mentioned was for the pickup service (by 7/30) and was serviced within the timeframe- this was not an expedited delivery. We can never guarantee delivery dates based on our shipments being consolidated. We appreciate our customers patience as the shipment is en-route. 

  From: *********************** <******************>

  Sent: Friday, September 9, 2022 3:30 PM
  To: *************************** <*******************************************************************;; ******************************* <***************************************************************;
  Cc: Dutch ******* <*****************************>
  Subject: Re: Delivery Status - TSI # *******
  
  Thank you ******!
  Please let me know what you find.
  
  Regards,
  ****** 
  
  On Friday, September 9, 2022 at 06:45:43 AM PDT, ******************************* <******************************>wrote:
  
  
  ****** sorry about the delay on this shipment.  I will get in touch with dispatch right away and get some kind of update for you. Thanks for your patience.  
  
  Bob W**********
  Director of Operations
  TSI Inc. | 999 Old Eagle School Road | Wayne, PA 19087
  Phone: ************ | Direct: ************ | Fax: ************
  Email: *******@transitsystems.com
  

  Customer Answer

  Date: 10/19/2022

  As of today, 10/7, our piano has not delivered yet. 

  No one from the piano company contacted me even thoughTSI people told me so.  Really really frustrated.  I want my piano delivered.  Also, I want the company to compensate all the frustrations and stress I have had by the extended delay.

  
  

  It's just acceptable and ridiculous to have piano transported from Michigan to Washington longer than 3 months.

  
  

  Regards,

  ****** ***** 

  Business Response

  Date: 10/19/2022

  Our Director of Operations has been in contact with this customer and provided updates as to how the Pacific Northwest was very delayed. Pianos require a special team at pickup and delivery and do not follow our standard timeframes which we communicate at the booking process. Given the location and special crew, this shipment did take longer but we are happy to say the shipment arrived a few days ago to its destination in Edmonds, WA safely. We were in communication with Meilan who thanked us for our assistance. Below is the email from our customer re: delivery. For the delay and inconvenience we issued a gift card as a gesture of goodwill for her patience. Thank you.

  10/14/2022

  Hi Bob and the team, 
  
  I would like to let you know that
  finally our piano has just arrived 10 minutes ago. Thank you for all your
  assistance for the last few months. This is an extreme happy reunion for our
  family.
  
  Best,
  ******