The complaint has been investigated and
resolved to the customer's satisfactionResolved EuroUSA — Shipping Scam
resolved to the customer's satisfaction
THIS IS OUR OFFICIAL COMPLAINT LETTER TO EUROUSA ABOUT OUR SHIPMENT. PLEASE READ DOWN AND SEE WHAT WE HAVE GONE THROUGH AND WHAT WE STILL ARE DEALING WITH BECAUSE OF THE INSURANCE COMPANY ABOUT OUR DAMAGED GOODS!!!
In January of 2009 my family decided to move home back to Australia and after a lot of quotes we decided your company EuroUSA based in Charleston South Carolina where our best bet. We were quoted by Phill Whatts for a door-to-door rate and on May 15th our house was shipped to Australia. Everything seemed to be going smoothly. Your movers were very careful to make sure every item was wrapped, covered, secured and placed neatly into a 20 foot container. Mr. Whatts gave us our insurance policy and loading papers.
On July 9th the container arrived to Australia with no hassles. So we thought!!
This is where it all began.
The freight forwarding company Ron Wilsons Removals, hired by your company, decided to see how much they could get out of us along with 2 other companies. They claimed outrageous allegations and problems regarding our container which delayed the inevitable.
First it was the drug sniffing dogs, then the red flag on the container, then the x-ray fees, (that should not apply because customs does not charge) then the 9 hour search by customs in the warehouse workers fees and loading fees. All with the help 2 other companies who were involved.
I was able to obtain legal documents from customs disputing all their claims.
No drug sniffing dogs, no x-rays, no red flag and no 9 hour search by customs.
I’ve filed an official complaint with the Australian Customs and Regulations office and they are looking into all companies involved.
In October, 3 months after our goods arrived they then decided “storage” fees to date in the amount of over 5000 would cover all 3 companies greed. We sued and won but are out of pocket for over $1000 which we paid just so we could end this nightmare and get our home back. Come to find our container was ready on the 23rd of July. They just didn’t tell us that!! I guess the more they stalled and delayed the more they would get.
Turns out Ron Wilsons is in Victoria hired Ken Foster in Sydney who then hired Trident freight in Sydney. I am also in Sydney and Phill Whatts is in America so I’m sure you understand the massive headache and run around my husband and I had obtaining documentation from Phill Whatts (who should have supplied them with all the paperwork in the first place) to give to Ron Wilsons who can then give them to Fen Foster who can then give them to Trident freight who in all fairness did our customs clearance. Weeks of calling America (though Phill was sometimes on sick leave and Mark was no help at all) who can then call Melbourne who can then call Sydney and who can finally call Trident to follow through on what needed to be done. God forbid something came up unsigned or incorrect then the chain of communication and events went backwards (This happened about 10 times) through all these people back to me who had to call Mr Whatts and the cycle began all over again. 23 pages to be signed by us. 23 pages of paperwork to go through Phill to us to Melbourne then to Sydney and finally to Trident! The sad part is a 20 minute train ride would have solved everything cause Trident Freight is just up the road from us. The days to follow were of myself and my husband calling America in the middle of the night and then waiting to hear from Ron Wilsons who had to get a confirmation from Ken Foster who doesn’t know anything cause its Trident Freight who had all our paperwork. So hours at the local library waiting for some snotty kid to finish his solitaire game or my space chat so we could use the computer to scan and copy these documents and send them back. Eurousa in Charleston did not help or advise in anyway. My complaints went to deaf ear and finally when I asked for help no one in the company reached out in anyway. So now I’m in a foreign country fighting for what’s rightfully mine. I guess its easy to ignore then actually showing some sort of support. Tears and anger did nothing to move Charleston into any kind of support and in the end it was up to me and my husband to get through this.
On the 16th of October we won our court case and on the 23rd we FINALLY got our home delivered, as promised, by Ron Wilsons with the help of Ken Foster as promised. But because we didn’t have a house for our furniture or because we didn’t have our furniture to get a house, we had to hire a storage unit to hold our home. We haven’t seen our furniture since May 15th when it was loaded onto the container outside of our house in the states till the this day and when the door opened to the truck my husband was shocked. Our entire neatly boxed house was a mess. It’s like they just threw everything into this truck. Nothing was as we remember. Boxes has water marks and were falling apart. They were torn and crushed. The boxes were all opened and gone through. Things that were neatly packed where opened and all over the place. The heavy duty movers plastic used to wrap everything was torn and everything was blackened with some sort of soot. Our mattress was torn and our bed, dining room table and dresser was completely broken. We informed the movers immediately who verified that that’s how it was when they loaded it. They then called Ken Foster who then called Ron Wilsons and spoke to Debbie. These are the only items we could see from what was being carried from the truck to the storage unit by the movers. We don’t know of anything else apart from these three things.
When we spoke to Debbie she apologized and told us she will then call Mark in America who in return called Ruby Tucker who denied our claim for insurance on the bases that our goods are not insured cause they are in a private storage unit.
Let’s talk about being screwed here.
First I have to fight for my stuff for 3 months that I should have gotten on July 23rd and am out of pocket another $1000 on top of what I paid your company. Then I’m out of pocket another $2000 for legal and storage fees and all this running around trying to obtain documentation that Ron Wilsons should have had in the first place. And now I’m out of pocket another $4000 to replace a bed, mattress and dresser that’s been broken (so far that’s all we know about). And to top it all I’ve been living with my sister in a 2 bedroom unit on the floor with 7 other people since July 1st because Ron Wilsons decided to call a few other companies in for this scam at our expense.
I’ve asked for a copy of our Insurance policy which was in the amount of $12, 400 us and all I’ve gotten was a piece of paper saying we were insured not that we would not get a claim if it went into our storage.
I guess being screwed so many times makes you tougher. I’m not backing down on this Mr. Tickner. I think I deserve some sort of respect after all I’ve been through. It’s so easy to say NO, but no only applies when it’s justifiable.
I think my family and I have been through enough run around but if I have to go through the legal system to get coverage from my damaged goods I will. It’s not the money anymore, it’s the principle.
Something that should have been granted to me and my family a long time ago.