ComplaintsforMOA Logistics Inc

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a formal complaint against MOA Logistics, a freight company based in ***********, **********. They claim to provide the most affordable shipping services from ***** to *****************. However, I have recently discovered that they can offer such low prices because they fail to report goods to customs, leading to significant issues.Recently, I experienced a loss of my package during transit. When I requested a tracking number from MOA Logistics, they could not provide one, yet they assured me that my package had been held up in customs. Upon further investigation, they provided me with an air bill number but confessed that they had failed to include my package in the manifest. Consequently, they were unable to track or locate my package.MOA Logistics suggested that customers should have insurance on the packages they send and further shifted the blame onto customers, stating that valuable packages should not have been sent through their services due to their low pricing. However, because MOA Logistics failed to report my package to customs, rendering it absent from the manifest, I cannot claim any value from insurance.When I contacted MOA Logistics to compensate for the lost value, they responded through a lawyer. They claimed they did not do anything illegal and are confident that they did nothing wrong.To my understanding, such practice is against trade violations as a smuggling activity and should be investigated. I kindly request your attention to this matter to prevent future clients from suffering a similar misfortune.Thank you for your time and consideration. Yours Sincerely,*********************

  Business response

  03/11/2024

  Dear BBB,
  We have received the complaint filed to BBB and would like to address this in a proper manner.
  MOA Logistics, **** has served customers for international and domestic cargos, goods, and packages for many years, and we have yet to receive any complaint like this before. We take pride in our level of services and customers satisfaction. 
  We would like to clarify that our pricing strategy is not based on the omission of goods from customs reports. Our competitive rates are a result of streamlined operations and volume-based discounts. We maintain full compliance with all customs regulations and reporting requirements.
  Regarding the transit of this package, we acknowledge the distress and inconvenience this customer may have experienced due to the initial misplacement of their goods during a CUSTOMS HOLD EXAM.  It was unfortunate that the package for this customer was found in a later than normal timeframe from what we usually experience and we do offer our condolences. 
  The package in question was found once more in the process of Customs Clearance and properly processed. This package was then delivered to the customer in a timely manner. 
  We take allegations of trade violations very seriously, and we assure you that we operate within the legal framework. Our legal counsels response was to ensure that all communications are handled appropriately given the complexity of the situation.
  Should there be any further questions, please feel free to contact us.
  
  Sincerely,

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