ComplaintsforLaser International Worldwide Moving & Storage

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid this company $19,000.00 to ship my personal belongings via a container to ******, *******I received costs at the last minute that forced my relocation plan to become unaffordable, which also forced me to cancel this relocation completely.I did not hear from the representative *****, for almost 2 months. I had no idea where my belongings were and I couldn't not get anyone to answer or return my call during this time.When I finally was able to reach ***** again, I was informed that... despite a triggered a US Customs inspection that according to ***** never happens... happened to my container although it never left the **. Apparently, there was a cost associated with my container being scrutinized by US Customs.I was given a weekend to pick up my automobile and when I inquired about my other personal belongings, I was told they were in storage, but I would be charged to access them... in fact I would not be able to access them and needed to tell the storage facility which box contained needed items, they would find them and I would pick up that entire box. I could not access my stored belongings on my own.This was the final red flag and I hired a moving company to pick up my belongings from this storage facility. ***** called me at the last minute to let me know that I needed to pay another $10,000.00 in order to release my belongings from them. In other words, my belongings were being used against me in order to get this $10K, that I was not aware of until I decided to get my belongings out of Laser's control. In all it cost me $30,000.00 to go nowhere and I have no receipts to know where my money went and ***** explained they were not in the habit of revealing their partners. To this day I have no idea where that money went and what Laser did with this money overall. I also purchased insurance $5,000.00. Of course, my items were severely damaged or missing entirely. Despite filing a claim, I have yet to recoup one cent from this situation.

  

  Business response

  07/04/2024

  To Whom it May Concern,
  
  Laser collected the clients belongings on 7/26/2023 without issue or complaint from the client. The client contacted Laser on 8/5/2023, (a Saturday/after business hours) while his items were in transit to their port of embarkation, requesting reroute his items to *************. Laser successfully cancelled the ocean shipment but were advised that the items were selected for an intensive customs exam. We disagree that the client was not contacted for two months and was not advised to the location of his items. Laser remained in contact via email and text messages to advise the status of the items as they underwent a customs inspection and were moved to our NJ/NY warehouse. Laser provided the client with our vendors invoice containing charges related to cancelling his ocean shipment and inspection fees. This was to show that his charges were not being increased by Laser in any way and to prove the inspection was occurring.
  
  The clients items were received at our NJ warehouse on 9/3/2023 and Laser suggested the client pick up his vehicle on 9/13/2023 to avoid storage charges. Laser advised the client on 9/26/2023 of all the pending charges. This included previously mentioned charges, current storage charges,and pending delivery charges. The client was also advised he would receive a $4,155 credit from unperformed charges from his initial invoice (ocean freight and delivery fees, etc.). The client was advised that charges would need to be settled before items could be picked up and was told the costs could be reduced if he picked the items up from our warehouse vs. having them delivered to his new address. Laser followed up with the client via email on 10/2 and 10/10 to ensure the client was aware of the pending charges and to stay aligned with his situation.
  
  On 11/06/2023 Laser was advised from our warehouse that the client contacted them directly to attempt to pick up his items on 11/13/2023.Laser advised the client that his outstanding charges would need to be settled before his items could be picked up. Finally, Laser assisted the client in filing his insurance claim including reaching out to the third party he contracted to deliver his items. His claim is being actively settled with our insurance provider that has communicated with the client four times since 05/03/2024.

  We are happy to answer any further questions/concerns regarding this situation.  Thank you!

  Sincerely,

  Laser International  Transportation, Inc.

  1940 Internationale Parkway #***

  Woodridge, IL 60517

  ****************

  www.lasermoving.com

  Customer response

  07/09/2024

   
  Complaint: 21899811
  
  I am rejecting this response because: Laser fails to realize I cancelled my relocation due to the last minute expenses they provided... this information being relayed to me last minute, after the fact or at best, requiring immediate action or more specifically elevated costs that I would incur to Greek Customs, most of these costs still being undetermined at time of my belongings arriving in ******. Information was not communicated in a timely fashion and I mentioned this to the less-than-customer-concerned agent *****. His communication in providing me crucial information was less than professional. This poor communication pattern was from beginning to end of my experience with Laser.  Point1. US Customs never inspects containers (a question I asked prior to, in order to determine shipment time) Point2. Picking up my car after cancellation. I was given a day according to Laser. I called the storage to ask for extra time. Point3. The costs of my car to enter ******. This expense was furnished to me just before my flight departure along with undetermined household goods speculation. Point4. Regarding the claim for damaged, destroyed and missing items, ***** informed me that I could only claim $5k per item because I had not informed him of value of assets prior. He did not mention or specify this stipulation until after I filed the claim. And for a great portion of last summer I did NOT know where my belongings were and I could not get ***** on the phone or to return my texts. If he did reply, he said he would call me back when free, which he did not. This went on for weeks, despite the claim of being responsive. 

  Laser informed me of a close examination by US Customs after the fact. According to Laser, this never happens. In speaking with U.S. Customs they also informed me that a close inspection does not happen on containers leaving the ** only on containers arriving to a US port. The US Customs agent they had no record that this close inspection took place and that Laser needed to provide a US Customs inspection report, which Laser refused to do. The $4155. credit they claim for un-rendered services still required me to pay an extra $10K to conclude my business with Laser. They are liars, manipulators and keeper of secrets to enrich themselves. Not legitimate in practice or communication.

  The ****************** PacGlobal has the worst reviews from customers experiences that I have ever seen. Bad people associate with bad people. Laser tells a falsehood when they say PacGlobal has communicated with me 4 times. I HAVE communicated with PacGlobal. PacGlobal has NEVER communicated with me outside of automated emails responses from activity generated from the claim itself, i.e., once I accepted a less than accurate claim adjustment. The times I have called PacGlobal, I received a consistent excuse that they are waiting for underwriters. In the meantime, I live the discomfort and inconvenience begat by Laser through PacGlobal as an extension and this extended period of time. After all of this time, the claim is still open, unresolved and no timeline can be established as to when this nightmare might end with the claim being closed.

  In my opinion, Laser fabricated costs without any original proof from vendors or US Customs (which they clearly continue to do) and I feel scammed/fraud. I was flat out refused receipts of their so-called costs to show where this massive amount of money went. After all... how does it cost one person nearly $30K to go nowhere? Since they refuse to prove where my money went and US Customs refutes Laser's justification of a "close inspection" I demand a portion refund. This is a continued nightmare for me and ***** from Laser is a terrible person, unprofessional, a failed communicator and no idea what advocating for their customer means. I lost a great amount of money and time due to Laser's extortive and seemingly fraudulent behavior. It is clear Laser has no intent on proving where $30K of my money went and from I sit, it looks nothing less than robbery.
  
  Sincerely,
  
  *********************

  

  Business response

  07/22/2024

  To Whom It May Concern,
  
  Laser contests the claims that the client was lied to, that a customs inspection never occurred, and that he did not receive timely and transparent communication
  
  The client claimed multiple times that Laser lied and likened our actions to robbery. These are serious and slanderous claims that Laser completely refutes. While Laser is not obligated to provide our clients with itemized receipts showing  how clients invoice is allocated, Laser provided the client with multiple invoices from our vendors. The client received an invoice on 09/26/2023 from our forwarding partner containing itemized expenses related to the customs inspection, demurrage at the port, cancellation of his ocean shipment, trucking his container from VA to **, and more. These expenses accounted for $9,223 of the clients total costs. The client was also provided on 11/10/2023 with an invoice for charges related to receiving and storing his items in **. These expenses accounted for $4,117.50 of the clients total costs. The full details of what the client was charged are as follows:
  

  Total costs based on two invoices: $27,774.01

  -Initial Door to Door transportation costs = $13,580 (total = $13,580)
  -Insurance for household goods and car = $5,008.51 (total = $18,588.51)
  -Credit for unused ocean and destination expenses = $4,155 (total = $14,433.51)
  -Shared costs related to customs, trucking, etc. = $9,223 (total = $23,656.51)
  -Shared costs related to NJ handling/storage = $4,117.5 (total = $27,74.01)
  
  The client claims the reason for canceling his move was related to unknown customs costs he would pay in ******. The client contacted their Relocation Manager on Saturday, 08/05/2023, and asked to cancel the shipment immediately due to a situation that was out of his control. The client made no mention to costs related to customs fees in ******. Additionally, the client confirmed on a signed Laser Document that he was aware of the customs regulations at his destination country. He was also provided with a Customs Guide detailing requirements to avoid duties/taxes and what items are always subject to duties/taxes.
  
  Laser also refutes that the client was advised that US customs never inspects outbound container. It is rare that we experience this but it is in no way something that never happens. The client was provided with multiple documents verifying charges associated with the intensive inspection and proving its legitimacy. We have also attached additional invoices and email correspondence proving that a customs inspection occurred on the clients shipment.
  
  The client was advised on 09/01/2023 that his items arrived to our NJ warehouse and that his car was available for pickup. It is true that the client was advised on 9/13/2023 that his car would need to be picked up in the next 3 business days to avoid storage charges. This was done to avoid the additional storage charges, solely to benefit the client and keep additional costs as low as possible.

  While the client has complained about the communication he received, Laser has documented proof of after hour phone calls, answered text messages and email exchanges between both parties. Laser can also provide documented proof that the client attempted to pick up his items from our NJ warehouse without consulting Laser, after confirming he knew he still had unpaid charges.  This was done in an attempt to avoid paying their outstanding charges. 
  
  The client addressed frustration over his insurance policy and a claim that he filed with our insurance provider. The client was made aware before his items were picked up that our Full Replacement Umbrella Policy provides coverage of individual items for up to $5K and any item exceeding this replacement value would need to be insured as a high value item. The client signed our contract selecting this policy which indicates the $5K maximum claim value and that any item exceeding this value would need to be listed separately.
  
  Laser Moving became aware that desired to file a claim on 12/13/2023. The clients Relocation Manager assisted the client with this claim to ensure he would be appropriately compensated for any damaged items. This included Laser contacting the third-party moving company the client hired to deliver his items, instead of Laser, to secure their required paperwork. Our insurance provider is currently securing Underwriter funding and the client is due to receive $20.460.03 in compensation related to damages.
  
  Laser Moving went beyond standard efforts by sharing all incurred expenses after the client cancelled their shipment to ******. Multiple invoices were shared and no additional charges were added to the invoices from Lasers vendors. The client received a $4,155 credit and will be paid $20,460.03 from their insurance claim. All other expenses are justified given that Laser facilitated loading over ****** LBS of household goods and a car into a container destined for ******, re-routing the items to **, stored the household goods for over two months, and was in contact with the client from initial contact on 07/13/2023 till assisting with the insurance claim on 12/23/2023. We will continue to assist with the clients claim process as needed.

  
  Sincerely,
  Laser International Transportation Inc.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am shipping my items from the ** back to ********* after making the move from the ** to ********* for a little while. I feel Laser International deliberately misled me on the shipping time frame to make the sale and encourage me to go with them over other companies. I was told that my items would take approximately 11 weeks for delivery from pick up in ***** at my storage unit to drop off at my home in *********. I queried this with the Laser International Representative and he assured me that this estimate was fairly accurate and that I would receive my items in 10 to 12 weeks. My items were picked up on Tuesday November 7th, 2023 and I have still not received them. After repeatedly reaching out to Laser International and the moving company they use in *********, I have been given a delivery date of March 5th, 2024. This is 17 weeks after my items were picked up by Laser International. I also have correspondence from the representative at Laser International telling me my items would be delivered in 10 days after arriving in *********, however it will be 5 weeks. On top of this I have a signed contract saying an estimated total of 11 weeks from start to finish. I have attempted to discuss my concerns with Laser International and they have been uncooperative. They are claiming they already discounted my order. This is not accurate. They gave me a "$100 friends and family discount" after they mistakenly added an extremely high insurance fee on top of my total order cost.This error has cost me significantly both financially as well as causing psychological stress to me and my family who have been without household essentials for far too long. If I had of known how long it would actually take, I would have sold a lot of the furniture on the Vegas end and purchased it here in ********* saving me thousands of dollars in shipping volume costs, and gone with a different company I feel incredibly taken advantage of and I imagine this is happening regularly to others,

  

  Business response

  03/06/2024

  To Whom It May ***************** agree the final transit time was beyond our good faith estimate and we are disappointed it took as long as it did for the goods to arrive. However, we do not have direct control over this. The client's statement that we intentionally misled them to book their business could not be further from the truth.  Our standards, reviews and strong reputation in this industry are proof otherwise.

  In addition, please refer to page 3 of the signed document attached "Moving Terms & Conditions - 1.2.3" which states...

  "Transit times are estimated and not guaranteed. Steamship lines and NVOCCs have ultimate authority over sailing schedules and routing of all containers. Laser International will not be responsible for any costs resulting from delays (i.e. living expenses, replacement items, airline expenses, etc.)."

  The client was aware from the beginning that our transit times are good faith estimates only, and we do not have direct control over the transit times.

  Below are the confirmed dates of the shipment.  It arrived at *********** in near our estimated transit time of ************************************************************************************* routing and scheduling final delivery.

  Goods Collected from residence:                                      Nov 08, 2023
  Goods picked up from *********, ** Warehouse:          Nov 10, 2023
  Goods arrived at Groupage warehouse in *******, **   Nov 14, 2023
  Container departed POL: ********************************************************************************************************************************************************************************************************************************** 13, 2023
  Container Arrived ***********:                                       Feb 01, 2024
  Quarantine Inspection Started:                                          Feb 06, 2024
  Quarantine Inspection cleared/completed:                        Feb 16, 2024     
  Final Delivery Date:                                                           Mar 05, 2024

  We have been in direct communication with the client throughout the entire process notifying them of the status of their shipment.

  Please see attached POD "Proof of Delivery" documents confirming the client has received their shipment on March 5, 2024.

  Sincerely,

  Laser International Transportation, Inc.

  Customer response

  03/13/2024

   
  Complaint: 21337890
  
  I am rejecting this response because:I find it insulting and even more misleading that Laser International are trying to blame the extended wait time on the moving company receiving the goods in ********* when it was made very clear to me before my goods were even picked up by Laser International in ***** that the wait time once it arrived in ********* would likely be more than a month but that this was included in the calculated 11 weeks. I was told this before I even signed any documents. I was absolutely led to believe by Laser International that this 11weeks included the time held in quarantine, waiting for inspection, and being collected for delivery by ******. Laser international are certainly aware of the time frame that ****** movers take/have in place because its on all of ****** Movers correspondence (which Laser was included on and sent to me). I was told Id likely have my items within 10 weeks but **** put 11 weeks to allow for a buffer. It took more than 17 weeks. This is a dramatic miscalculation being more than 70% wrong, causing me significantly both financially as well as causing a lot of stress and discomfort to me and my family. I also received ZERO follow up and correspondence from Laser International. I was always the person having to ******************* for an update. And then he dismissed his involvement saying I needed to liaise with ****** International once my items had left on a ship. Other than me following up, nobody from Laser ever reached out to me after payment was received by them.
  
  Additionally, upon receiving my items last week, multiple items of furniture have been damaged by the staff who collected the items from *****. Both ****** movers and I came across the damage together and I questioned why certain items had even been taken apart (causing the damage) without my authorization, and when it clearly didnt change the volume of the load. ****** movers told me they receive many complaints from customers about this same thing, and they told me that the movers on the Vegas end do it deliberately to **** up their wages because the longer they spend taking things apart, the more they get paid. I found this very concerning. I have attached photos of the damage, I do understand this is a separate issue and I will probably need to go through insurance, but its important I note this all the same. I am only attaching a few photos, but I can provide more detailed ones when/if needed.
  
  Its very disappointing to me that such a large and reputable company cannot own where they have done wrong and are forcing me to wear the cost of their error. Thats not how business should be done. What I was asking for to resolve the situation was extremely minimal and would have been a very fair and reasonable way to amend this situation respectfully. Knowing this would have been the outcome, I can guarantee that I would never have chosen to go with Laser International and made very different choices costing me many thousands of dollars less.
  

  
  

  
  Sincerely,
  
  *********************************

  

  Business response

  03/13/2024

  To Whom It May ****************** client's statement that we intentionally misled them to book their business is not true.

  The client signed this contract and was aware from the beginning that our transit times are good faith estimates only, and we do not have direct control over the transit times.  We agree it was delayed beyond what we estimated but we are not liable for costs resulting from delays beyond our control, per our agreement with the client.

  Please refer to page 3 of the signed document attached "Moving Terms & Conditions - 1.2.3" which states...
  

  "Transit times are estimated and not guaranteed. Steamship lines and NVOCCs have ultimate authority over sailing schedules and routing of all containers. Laser International will not be responsible for any costs resulting from delays (i.e. living expenses, replacement items, airline expenses, etc.)."

  Regarding the Vegas moving crew, they are not paid on time spent but are paid on final weight/volume.  The client's claim they disassembled items to inflate charges is false.  She was billed on weight/volume, not on the time the job took at origin.  Disassembling items is done in an attempt to reduce the overall volume of the shipment.

  We are disappointed to see some items were damaged in the shipping process and will send the client the insurance claim process directly for filing an insurance claim online.

  Sincerely,
  

  Laser International Transportation, Inc.

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