Earth Relocation

Ms. Tinnie and Mr. Mike,

The comments you have in your review above are totally fake and irrelevant. We would like to alert all our clients about this review posted that it is totally baseless and we can vouch on it. We have been very responsive to all your concerns thus far. Each of your email received more than one response as it is documented and logged in your file. For example, to your notification of missing items via email received at 8:37 AM today I.e. March 6th, 2013, you have received 2 emails from our office at 9:32 AM, 9:37 AM EST to which you also replied, so you acknowledged receipt of our emails too. Therefore your number one claim of us not being responsive is totally false! To add, since you were clearly advised to take a 40 FT container by both your coordinator as well as your surveyor, Earth Relocation cannot be held accountable for your mistakes and wrong decisions taken by you and your husband of shipping all the goods only in a 20 Feet container to save money allocated by your employer and keep the extra cash. You are totally responsible for jeopardizing your move by not following the advice given by your coordinator. We were as transparent as we could have been and also shared the survey results with you unlike other moving companies.

Further, I would ask you to refrain from maligning our company's image in this fashion based on baseless claims. Clients like you have a "myway or the highway attitude". Not only you and your husband demanded compensation from our company which was unethical and extortioning but also threatened to post bad reviews if we did not do so. Our attorney is already involved in this matter and shall report your abusive review to not only this review website but also will take legal action if needed against you and your husband. We would like to also mention that when we tried to resolve the issues you guys had with the packing services, your husband clearly tried to claim the entire move cost in return of not posting any review online. Since you have already made this issue public, may I ask you a million dollar question, Why you chose to ship the goods in a 20 Feet Container when our initial quotation and survey results, both which were shared with you clearly were based on a 40 Feet Container. Regarding the missing items, we have proactively responded to you about insurance procedures and we are also searching our warehouse for those items. It is possible that things may have went missing at destination while customs inspections of your container or at the deconsolidator's warehouse, we are checking it with all parties. Finally we would like to confirm that the items you have received don't belong to any of our clients and are surely belonging to a client of our destination partner since our warehouse has an electronic in and out system which makes it impossible for the items to get lost or missing.

If you still feel that you would like to discuss this situation with our office, please contact us and we will be still glad to assist you in any way we can.

Best regards,

Earth Relocation Mgmt. ..read more

Thanks Young,

We are very glad that we were able to assist you in the crisis situation you were. A move or succesful relocation can only happen if both client and his reocation company works hand in hand and you were an excellent example of that. You were always reveritng with documents and information on time which is very crucial.

We wish you the best of luck.

Amy R
Customer Relations.

Dear Client,





First of all we are very apologetic to learn about your experience with our company. At Earth Relocation, client’s satisfaction is the top priority for us and therefore it is very disheartening to read your comments as posted above. In our company, we take client’s feedback very seriously as customer reviews play a very important role for any business these days and helps prospective clients to decide whether they should use the services of a particular company or not. This is the beauty of social media but it also equally puts a lot of responsibility on client’s shoulders to report their experience based on facts and not just based on personal vendetta or any kind of misunderstanding of the company’s contract which they have rightfully read, agreed and signed. We understand that in an international move there is lot of emotional and mental stress and anxiety involved as people hand over their lifetime of prized possessions to a moving company and rely on the company to do its part well. Your comments also may have been caused due to similar situation which is totally understandable.





It was therefore very important for us to research this matter in depth, analyze all the facts, email and call logs and portray a very transparent picture of the facts and events occurred in context of your move so readers can refer both sides of the coin and make their decision accordingly. We are responding below to all your points in the order they have been reported by yourselves:





1. We disagree – Mr. Shah is one of our most experienced sales person and have been doing in home surveys for several years. Earth Relocation only hires experts in their field which results in a high quality end result. Mr. Shah is also an expert in his estimation but since personal effects comprises of various shape and sizes and its not exact science and we always mention this to clients at the time of survey that the final volume can result in an increase of up to 10% of the estimated volume. Additionally your contract was for a 40 FT container and we rendered our services as stipulated in our contract with you. Our crew loaded the goods to the best of their efficiency and since you had a luxury vehicle co-loaded with your personal effects and you were extremely nervous about it, we wanted to make sure that we can load the goods in such a way which would not cause any damages to your vehicle. As per our normal procedure, we blocked the goods very with wood planks and then blocked the vehicle safely. It was also noted from the packing list that you added many items which were declared to be discarded at the time of pre-move survey.


2. We disagree – Since more items were added than surveyed, it seemed that you were undecided at the time of the survey and wanted to either sell those goods, however due to shortage of time it did not happen and you decided on shipping the same. This was found out after we compared each and every article from your survey list to the actual packing list. This showed that you went over the allowance your company had agreed to pay and it resulted in excess shipping charges to you. The container was loaded in your presence and it was obvious that those goods needed to be shipped separately. It was totally a separate move and had to be re-quoted to you. This was also explained to you prior to departure of our crew from your residence on Sep 24th and only upon receiving your approval, we took the goods to our warehouse.


3. We disagree – As per our company policy; our packers receive a copy of the survey sheet before they are dispatched to any packing site. Since our packers are very well experienced in the International Standard Packing Services of personal effects, they are well aware that the exact volume can only be determined upon containerizing the goods and would never make such a comment especially when they knew that the left over portions is less than 10% of the goods that were loaded in master container. Our packers are very courteous and professional and it is their top priority to ensure that they follow all instructions provided by the client. The foreman on your move was interrogated and he mentioned that after very tightly loading the goods, only a small portion was left behind which they took carefully to the warehouse. Another proof of their fine packing service was that there was no loss or breakages reported by you and this was only possible due to excellent packing services provided by our crew.


4. We disagree – since we knew how time sensitive your shipment was and also due to the fact that you had additional smaller shipment, our OPS team tried their best to get both the shipments, your container and smaller load on the same vessel. This was commendable on their part and they made it happen. Your container departed on Oct 1st per the bill of lading and on Oct 2nd, our OPS team sent out the pre-alert with all documents to our destination agent. You are aware of this as the agent even contacted you right away notifying about them clearing your goods. Earth Relocation only works with the best moving companies worldwide and so we did in your case. Your shipment arrived port of Rotterdam on Oct 15th and the goods were delivered to your home on Oct 19th per the delivery reports.


5. We disagree – After checking the call logs and email logs again, we found that your emails were answered on the same day as received by our office. Mr. Shah sent you 2 emails daily from Oct 16 through 25th and took several of your nervous phone calls and assured you numerously that everything was under control. Mr. Shah knew what kind of client you are and valued your business very much and therefore he even provided his personal cell number to you just in case. There were several phone calls received by Mr. Shah on Oct 11th and 12th repeatedly. Mr. Shah was in a business conference and he even took your call to assure you that everything was on track. Our office also provided you all the details so I wonder why you are claiming falsely that your calls were not answered. We are also including a transcript of one such email exchanged between Mr. Shah and yourselves:





Quote//


From: Samir Earth


To: Client (identity screened for protection purpose)


Sent: Friday, October 12, 2012 2:34 PM


Subject: Re: Shipment 6120265


Hi Ritesh,


Please relax. The title is NOT LOST and we do not control how soon customs here releases it. The title is ready since yesterday late afternoon and we shall courier it to Sandra's office today so it can arrive on Monday.


There is no issue here, I understand your anxiety and concern but it is all under control.


Kind regards,


Samir Shah





This message contains confidential information and is intended only for [recipient name]. If you have received this email in error please notify the system manager. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately if you have received this e-mail by mistake and delete this e-mail from your system. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.





On Oct 12, 2012, at 7:58 AM, Client wrote:


samir, just got off the phone with sandra.. she says she has NO original car title and docs. without that I CAN NOT get the car registed not released. what is going on here!!? you had that title 3 weeks ago so why this fire drill? I really can not believe this Samir. I hope you have not lost my title.


call me immediately.


Unquote//


Above emails clearly show what kind of a nervous person you are. Regardless, our company and its employees always answered all your concerns in a timely manner and did the needful.





6. These comments are totally unacceptable – Earth Relocation engages in lot of business with corporates and has a very clear and transparent practice. Based on the emails exchanged between yourselves, our office and your company’s HR dept., we even tried to explain your HR department the reason for excess volume. They very well understood it and decided not to pay for the same as per their relocation policy and declined to pay you for the same. You then pleaded to our management and your sales person to include a higher discount to you. It can be clearly seen in below email transcript that you requested a better rate since you were paying from your own pocket:





Quote//


From: Client (identity screened)


Sent: Thursday, October 25, 2012 1:09 PM


To: Samir Shah


Subject: Re: LCL shipment 6120265





Hi Samir can you call my mobile? I thought you were going to work on the price for me because this is a personal move.





Unquote//


We are writing a detailed response so that we can clearly display the facts rather than what you have reported wrongfully as you had to pay for some portion personally. An international move involves several entities and challenges and sometimes the end result may not be as desired, however all parties offer their best. We offered our best and timely delivered both lots of your move in a record one moth’s timeframe. We are therefore saddened that you never insisted on discussing your grievances with our office which would have given us a better chance to understand your position and offer some sort of resolution. We therefore encourage you to still contact our office as we appreciate your business very much and would be willing to work something out.


We wish you all the best.





Amy R


Customer Relations. ..read more

Dear Mr. Kerbrat,



Thanks for posting your feedback about our services on this site. I am sorry that you were in the situation where you had to pay for port storage charges in France. But we would like to share with our clients below points which will clarify the facts involved in your move:



1. We did provide you an all in cost which was based on our contract with you.

We did not charge you for any additonal costs related to your relocation.

2. Charges paid by you were due to the reason that you were not ready to accept delivery in France. Your container was held at port due to non acceptance of goods from your side. Port demurrage and warehouse handling in/out was not part of our service, imagine you could have not been ready to accept your shipment for months, ports do not offer any free storage which was made clear to you in our quote and contract.

3. I understand that you were not ready with your residence in France upon arrival of goods but prior to negotiating your contract with us, you never even mentioned once that you will require storage in France. If you would have insisted, we could have sent you the costs payable as per actuals from our France agent.

4. WE NEVER BLACKMAILED YOU. You were not offered delivery due to non payment by the French agent. They did not reduce the charges because you were angry but due to the fact that we informed them how unhappy you were and how valuable a client you were. It is unfair on your part to hold us responsible for actions of the French company. It was also your responsibility to pay for the demurrage charges which were not part of the moving service and were incurred due to your negligence in not accepting the delivery on time. Agreed that you never filled out a delivery address in France which means that you did not have a residence, but that would obviously mean that you should be open to pay for storage charges as you are a very well versed client and knew exactly that storage in France was not part of our service. You asked us to ship the goods immediately from US whereas you could have availed the free first month of storage in NYC as we offered you. Therefore asking for the payment of charges applicable cannot be considered as BLACKMAILING. Would you work for someone for free and never expect to be paid for services you provide? Please let us know.

5. It is very unfortunate that your furniture received some damages. We assisted you promptly for your insurance claim but you chose to opt for a $ 500 deductible coverage. Your claimed amounts were under $ 500 and therefore the insurance company rejected your claim. This could have been avoided if you would have requested a "zero" deductible coverage which was offered to you at an additional premium rate.



We still feel that you have been a very valuable client and we can overcome these misunderstandings. Our office even tried to communicate with you and provide some sort of compensation towards the damages caused to your furniture which were not reimbursed from the insurance company. We were only willing to do so due to our policy of TOTAL CUSTOMER SATISFACTION, kindly contact our office to discuss the same. We are posting this response hoping that prospective clients will read it and get to know both sides of the story. Please refer to all the quotes and contracts for further clarification.



Wishing you well,



Amy R

Customer Relations. ..read more

Dear Nitya,

Thanks for your good words and comments. We believe in continous improvement of our services and your honest feedback will help us further to improve. Also we are thankful to your good comments and are glad that you were happy with our services.

We wish you all the ebst for your future endeavors.

Amy R

Customer Relations.

Dear Mr. Cubilette,

We thank you for your positive feedback and strive to assist future clients with the same level of services provided to you.

Best of luck,

ER Management.

Dear Mr. Jaiswal,

We thank you for your positive feedback and strive to assist future clients with the same level of services provided to you.

Best of luck,

ER Management.

Thank You Alan from the bottom of our heart for expressing your positive experience with our company. It gives us great pleasure to be serving your needs. We also take your feedback seriously about the delays in furniture fixing and we are committed to improve ourselves on that front.

Good Luck,

ER Management.

First of all I would like to thank you for providing your feedback on Yelp. Rest assured, we at ER take all client complaints and feedbacks very seriously and we would like to explain our situation as a moving company on this medium. For any successful move, it is very important that both parties i,e, the service provider and the shipper be completely transparent with each other and provide as much information as possible to avoid any major issues. Moving is not perfect as such and any particular move involves lot of communication, logistics, planning and patience from both the parties. We have a good custom here in our company to log all conversations between the customer and our representatitve so the facts of any move can be verified by our management at a later stage if there is a particular problem in the moving process. Therefore please allow me to respond to your concerns one by one:

1) First and foremost, we verified the charges billed to you and we have found out that the packing charges were built in the chargeable volume and we never billed you for additonal packing materials or labor charges. We have an account of this so we fail to understand your claim in this point.

2) Your representative explained to you the entire moving process which includes the way we pack the furniture. Regardless, we did not charge you for packing materials as it was in the built in volume rate and you even read and signed a move day prep doc on June 12th which explained how we pack the goods. We are an International moving company and we do not use blankets for furnitures. This was also mentioned on our moving quote which you accepted so please review the same.

3) We do offer in home estimates on client's requirement, when we quoted for your move, it was also mentioned in the quote that the rate was based on items notified on the phone survey. Conducting phone survey is a very common practice in the moving industry as we use an electronic software to calacullate the volume of your goods.

4) Please note that we do operate our own crews in the tri state area and we cover MA and other locations as well under our operations and that is the reason we advertise in those states.

5) Again, your representative sent you the initial package to start your moving process where it was clearly mentioned how you could pay for ouur services and what would be the deposit amount needed. This was also explained over the phone since we do have the call log available.

6) Again, this is the most basic point that our team discusses with clients as any client would be curious to know how the payments have to be made so that they can plan their finances accordingly. We do have our payment terms clearly mentioned in our contract which was signed mutually and also we did mention to you over the phone and via emails. There were 11 emails exchanged in the span of 2 days about the payment issue. We offered 4 different payment methods and since you have moved thrice before between US and Canada, I am sure you are aware how payments can be handled to international destinations. Please check this at your end.

7) Regarding the customs clearance process, it is governed by Canadian customs and we cannot change the process. The forms for clearance have to be signed in originals and therefore we had to ask you to go to our office. This step is also very important as prople do not move daily to Canada and our courteous staff in Canada therefore calls them to the office to go over the clearance procedures in detail thereby to avoid any delays that may occur.

Bottom line is that you were provided a service and rate based on volume and you were made very well aware of this. Since you have moved in the past twice we are sure you know the difference between weight and volume. Regardless of the unit of measure, the real problem is that the goods shipped were much more than informed and that is the cause of increase of overall costs. Secondly, we did provide you for comparison purposes the weight reading which was 3900 Lbs as compared to 2000 Lbs from your previous moves. Thirdlly, you acknowledged on the pack date when our crew was present at your home that you did have much more boxes and furntiture as compared to the list provided to your representative. There were 17 pieces notified by yourselves to be moved and our crew ended up packing 43 pieces which clearly shows why the moving cost increased. And finally, since you advised the cost you received from your previous moves, it was verified by us that those quotes excluded packing materials which was not the case with Earth Relocation.
We also highly regret to read your comments above and to learn that you were not happy with our services. Being devoted to our clients we did provide you a refund and hope it was useful. Rest assured, we have shared your comments with all our move specialists for them to be even more communicative in future and take this as a good learning experience. ..read more