Originally Posted: Tue Jul 18, 2006 9:55 am
PLEASE STAY AWAY FROM OMEGA SHIPPING. THEY PICKED UP ALL OF MY PRIVATE AND PROFESSIONAL GOODS TO SHIP FROM WASHINTON TO EUROPE IN APRIL.
OMEGA SHIPPING PROMISED TO DELIVERE IN ca. 3 WEEKS - IN JULY (NOW) I DO NOT EVEN KNOW WHETHER THE CONTAINERS EXIST
OMEGA SHIPPING DID NOT SEND THE ORIGINAL CONTRACT, DID NOT GIVE ME BACK THE ORIGINAL TITLE OF MY CAR, THEY DID NOT SEND ME THE INSURANCE DOCUMENTS.
IN EUROPE, I FOUND OUT THAT THE PACKING LIST WHAT THEY PROVIDED IS NOT ACCEPTABLE IN EUROPE.
THEY DO NOT INFORM ME WHERE ARE MY CONTAINERS AND BASED ON THE NUMBERS PROVIDED SUCH CONTAINERS DO NOT EXSIST.
JOHN HANCZOR HAS INTRUDUCED HIMSELF AS THE MOST TRUSTABLE PERSON - BUT MY EXPERIENCE IS JUST THE OPPOSIT.
AFTER OMEGA SHIPPING HAVE YOUR GOODS, THE FRIENDLYNESS STOPS AND YOU WILL BE TOLD TO PAY 100% UP FRONT OTHERWISE NO TITLE, NO INSURANCE, NO GOODS, NO SHIPPING INFO.
Too late now, but I found out that OMEGA SHIPPING has very bad reputation in Europe
Friday, March 12, 2010
Thursday, March 11, 2010
Omega Shipping hundreds of individuals have noted their horrific experiences
Originally Posted: Thursday, October 01, 2009
Omega Shipping hundreds of individuals have noted their horrific experiences.
The following narrative explains the interaction I have had with Omega Shipping since 7/31/2009.
As you will see in this document, Omega Shipping has leveraged duplicitous and unethical methods to force me into
(1) paying exorbitant fees and
(2) working with an international firm that is attempting to charge even more fees to retrieve our property.
In July 2009, I contacted several firms regarding an international move to Budapest Hungary from Las Vegas Nevada.
After speaking with Hillary Cammer at Omega Shipping, I felt as though this firm offered the best service and value for a door-to-door move, even though Omega Shipping refused to provide an on-site inspection and estimate.
This should have been my first clue this was not a company to work with.
I was told they would handle everything including packing our belongings in Las Vegas Nevada, the international shipment, and then a contracted local firm would clear our belongings through customs and deliver them.
The quote I received on 7/29/2009 was for $6450.
On 7/31/2009, I signed the quote, Omega Shipping’s Agreement, and paid a $1500 deposit.
Our move was scheduled for 8/17.
On that day, local movers were to pick up our property, pack it, inventory it, and remove it for international shipment.
Until 12:31am on 8/17, we had not been contacted by the local movers and after calls and emails, received an email from Hillary Cammer stating the local movers were in fact going to arrive.
On 8/17, three individuals arrived, none of whom spoke any English, packed up our property, put in on a truck and left.
There was no receipt provided and no itemized inventory given to us.
We were scheduled to fly from Las Vegas to Budapest Hungary the next day, 8/18.
After 10 days, I received an invoice from Omega Shipping for $11450.06, $5000.96 more than originally quoted.
I was told the shipment was much larger than expected.
I had no verification this was accurate.
There was no way for me to say, “Yes, you’re right, it is much larger than we thought it would be.”
I was unable to dispute any allegations.
Furthermore, I was already in Hungary.
There was not anything I could do to terminate this relationship with Omega Shipping and use another moving company.
I was essentially extorted into paying an extra $5000.
On 8/31, I reluctantly wired the funds to Omega Shipping, they would not accept any other form of payment, which is to create a scenario where there is no way for me to recoup those funds if there are problems with the move.
This is a deceptive business practice which should be investigated by the Attorney General’s office.
I was told our shipment would take 2-3 weeks, however, our container did not leave the US until 9/10, three weeks after it was picked up, and is not scheduled to arrive in Germany until 10/4.
In Hungary, we were passed to another firm, EuroMove, who was to handle the shipment from Germany to Budapest, and deliver it to our home.
EuroMove began stating that we were supposed to have been given detailed inventories, so exact that we should know exactly what items are in each box.
At no time did Omega Shipping tell us this needed to happen, nor did the movers in Las Vegas create these precise lists.
EuroMove stated that it was standard procedure to have these lists and that Omega Shipping was negligent.
Because of this failure, we will be subject to much higher customs fees, as much as 300% of the value of our property.
Over the next few days, EuroMove began asking for us to sign countless documents, including several Powers of Attorney.
It is public knowledge that many businesses in Hungary utilize deceptive practices to inflate charges; we did not want to sign these forms and provide color copies of our passports, ID cards, Social Security cards, etc that would make identity theft very easy.
There was no way for us to be sure our information was secure or how it was going to be used, especially if numerous Powers of Attorney were signed.
We did not know this company and had no reason to trust them.
As a precaution, we visited with the local Hungarian Customs officials to discuss the matter.
We were given very explicit guidance that was contrary to everything stated by EuroMove.
Immediately I contact Jeanine Berrios at Omega Shipping.
Her response was that we should contact the local company and handle it ourselves.
This answer was unacceptable.
Hillary Cammer responded to my email stating she wanted to discuss the matter over the phone.
Having pre-existing knowledge that 90% of the things she said over the phone were inaccurate, I wanted everything in writing via email.
Both Jeanine and Hillary refused to comply.
We then began to receive invoices from EuroMove.
First for 300 Euro and then there were implications that we would be seeing even higher charges to bring our shipment into the city limits.
Hungarian Customs officials told us this was an attempt at fraud.
Again, I contacted Omega Shipping and again Hillary Cammer said she would only discuss this matter over the phone.
This was unacceptable.
I was also told that this Terminal Fee was not included in our all inclusive, door-to-door service.
On the phone, Hillary said that once I paid Omega Shipping, I would not be charged another penny by anyone, with the exception of customs fees.
However, after my property was picked up, I received an invoice stating that several fees were not included.
Again, Omega Shipping was in possession of everything I own and changed things knowing there was nothing I could do.
I sent out another email, this time to both Omega Shipping and EuroMove, stating that I was not satisfied with EuroMove and wanted Omega Shipping to utilize another local firm for this portion of our relocation.
I was then directed to Mr. Boaz Aviani, President of Omega Shipping, who said he would refund us $2300 but that we would be on our own to get our property from the German terminal to our home.
I explained to Mr. Aviani that this entire catastrophe was unacceptable and that I would not allow him to leave us high-and-dry without our belongings; that we had a contract for him to provide services and that if he failed to do so, there would be legal ramifications.
Mr. Aviani would also have me believe that EuroMove is asking for documentation per Hungarian regulations.
As previously mentioned, this is not accurate, which initiated contact with Omega Shipping.
I contacted Omega Shipping because I was told by local officials in Hungary that EuroMove was not following the law.
In fact I was told that at best they are ignorant and have no idea what they are doing, at worst they are trying to scam us.
Mr. Aviani responded to my emails by saying that he would no longer deal with me, but only our attorney.
It is now 10/1, I have no property, am at the mercy of a company that has been leveraging deceptive practices since Day 1, who has subcontracted my relocation to a company in Hungary who is obviously dishonest, and now refuses to take responsibility for this situation.
Omega Shipping has leveraged our personal property as a means by which to obtain fees and payments from us under duress. Their refusal to provide guidance or statements of any kind via written correspondence proves guilt. Obviously, they do not want make any promises in writing that could be used in future legal activities.
The fact Omega Shipping is coercing me to utilize a company I know is attempting duplicitous activities is incorrigible. Even worse, they are trying to turn the tables on me, as if any of this is due to my actions.
I paid Omega Shipping in advance and have little recourse outside of a court to retrieve my payment.
At this point, I may never get my property.
My only fault is entering into an arrangement with Omega Shipping.
I am not alone in my continual problems with Omega Shipping.
Recent online searches have yielded hundreds of results where countless individuals have noted their horrific experiences.
All of these complaints also mention Omega Shipping’s method of low quotes and high invoices once property is no longer in the possession of the owner.
These entries also note Hillary Cammer’s unethical actions, Boaz Aviani’s dismissal of customer issues, and “all-inclusive” door-to-door moving packages leaving the customer with thousands of dollars in additional fees in order to retrieve their property.
I am not naïve and understand that an international relocation is a long and arduous process.
However, I signed an agreement with Omega Shipping in good faith; I assumed they would look out for my best interests, especially given the amount of money involved. I assumed they would fulfill their end of the agreement and actually deliver my property without duplicitous actions. I was wrong.
Omega Shipping hundreds of individuals have noted their horrific experiences.
The following narrative explains the interaction I have had with Omega Shipping since 7/31/2009.
As you will see in this document, Omega Shipping has leveraged duplicitous and unethical methods to force me into
(1) paying exorbitant fees and
(2) working with an international firm that is attempting to charge even more fees to retrieve our property.
In July 2009, I contacted several firms regarding an international move to Budapest Hungary from Las Vegas Nevada.
After speaking with Hillary Cammer at Omega Shipping, I felt as though this firm offered the best service and value for a door-to-door move, even though Omega Shipping refused to provide an on-site inspection and estimate.
This should have been my first clue this was not a company to work with.
I was told they would handle everything including packing our belongings in Las Vegas Nevada, the international shipment, and then a contracted local firm would clear our belongings through customs and deliver them.
The quote I received on 7/29/2009 was for $6450.
On 7/31/2009, I signed the quote, Omega Shipping’s Agreement, and paid a $1500 deposit.
Our move was scheduled for 8/17.
On that day, local movers were to pick up our property, pack it, inventory it, and remove it for international shipment.
Until 12:31am on 8/17, we had not been contacted by the local movers and after calls and emails, received an email from Hillary Cammer stating the local movers were in fact going to arrive.
On 8/17, three individuals arrived, none of whom spoke any English, packed up our property, put in on a truck and left.
There was no receipt provided and no itemized inventory given to us.
We were scheduled to fly from Las Vegas to Budapest Hungary the next day, 8/18.
After 10 days, I received an invoice from Omega Shipping for $11450.06, $5000.96 more than originally quoted.
I was told the shipment was much larger than expected.
I had no verification this was accurate.
There was no way for me to say, “Yes, you’re right, it is much larger than we thought it would be.”
I was unable to dispute any allegations.
Furthermore, I was already in Hungary.
There was not anything I could do to terminate this relationship with Omega Shipping and use another moving company.
I was essentially extorted into paying an extra $5000.
On 8/31, I reluctantly wired the funds to Omega Shipping, they would not accept any other form of payment, which is to create a scenario where there is no way for me to recoup those funds if there are problems with the move.
This is a deceptive business practice which should be investigated by the Attorney General’s office.
I was told our shipment would take 2-3 weeks, however, our container did not leave the US until 9/10, three weeks after it was picked up, and is not scheduled to arrive in Germany until 10/4.
In Hungary, we were passed to another firm, EuroMove, who was to handle the shipment from Germany to Budapest, and deliver it to our home.
EuroMove began stating that we were supposed to have been given detailed inventories, so exact that we should know exactly what items are in each box.
At no time did Omega Shipping tell us this needed to happen, nor did the movers in Las Vegas create these precise lists.
EuroMove stated that it was standard procedure to have these lists and that Omega Shipping was negligent.
Because of this failure, we will be subject to much higher customs fees, as much as 300% of the value of our property.
Over the next few days, EuroMove began asking for us to sign countless documents, including several Powers of Attorney.
It is public knowledge that many businesses in Hungary utilize deceptive practices to inflate charges; we did not want to sign these forms and provide color copies of our passports, ID cards, Social Security cards, etc that would make identity theft very easy.
There was no way for us to be sure our information was secure or how it was going to be used, especially if numerous Powers of Attorney were signed.
We did not know this company and had no reason to trust them.
As a precaution, we visited with the local Hungarian Customs officials to discuss the matter.
We were given very explicit guidance that was contrary to everything stated by EuroMove.
Immediately I contact Jeanine Berrios at Omega Shipping.
Her response was that we should contact the local company and handle it ourselves.
This answer was unacceptable.
Hillary Cammer responded to my email stating she wanted to discuss the matter over the phone.
Having pre-existing knowledge that 90% of the things she said over the phone were inaccurate, I wanted everything in writing via email.
Both Jeanine and Hillary refused to comply.
We then began to receive invoices from EuroMove.
First for 300 Euro and then there were implications that we would be seeing even higher charges to bring our shipment into the city limits.
Hungarian Customs officials told us this was an attempt at fraud.
Again, I contacted Omega Shipping and again Hillary Cammer said she would only discuss this matter over the phone.
This was unacceptable.
I was also told that this Terminal Fee was not included in our all inclusive, door-to-door service.
On the phone, Hillary said that once I paid Omega Shipping, I would not be charged another penny by anyone, with the exception of customs fees.
However, after my property was picked up, I received an invoice stating that several fees were not included.
Again, Omega Shipping was in possession of everything I own and changed things knowing there was nothing I could do.
I sent out another email, this time to both Omega Shipping and EuroMove, stating that I was not satisfied with EuroMove and wanted Omega Shipping to utilize another local firm for this portion of our relocation.
I was then directed to Mr. Boaz Aviani, President of Omega Shipping, who said he would refund us $2300 but that we would be on our own to get our property from the German terminal to our home.
I explained to Mr. Aviani that this entire catastrophe was unacceptable and that I would not allow him to leave us high-and-dry without our belongings; that we had a contract for him to provide services and that if he failed to do so, there would be legal ramifications.
Mr. Aviani would also have me believe that EuroMove is asking for documentation per Hungarian regulations.
As previously mentioned, this is not accurate, which initiated contact with Omega Shipping.
I contacted Omega Shipping because I was told by local officials in Hungary that EuroMove was not following the law.
In fact I was told that at best they are ignorant and have no idea what they are doing, at worst they are trying to scam us.
Mr. Aviani responded to my emails by saying that he would no longer deal with me, but only our attorney.
It is now 10/1, I have no property, am at the mercy of a company that has been leveraging deceptive practices since Day 1, who has subcontracted my relocation to a company in Hungary who is obviously dishonest, and now refuses to take responsibility for this situation.
Omega Shipping has leveraged our personal property as a means by which to obtain fees and payments from us under duress. Their refusal to provide guidance or statements of any kind via written correspondence proves guilt. Obviously, they do not want make any promises in writing that could be used in future legal activities.
The fact Omega Shipping is coercing me to utilize a company I know is attempting duplicitous activities is incorrigible. Even worse, they are trying to turn the tables on me, as if any of this is due to my actions.
I paid Omega Shipping in advance and have little recourse outside of a court to retrieve my payment.
At this point, I may never get my property.
My only fault is entering into an arrangement with Omega Shipping.
I am not alone in my continual problems with Omega Shipping.
Recent online searches have yielded hundreds of results where countless individuals have noted their horrific experiences.
All of these complaints also mention Omega Shipping’s method of low quotes and high invoices once property is no longer in the possession of the owner.
These entries also note Hillary Cammer’s unethical actions, Boaz Aviani’s dismissal of customer issues, and “all-inclusive” door-to-door moving packages leaving the customer with thousands of dollars in additional fees in order to retrieve their property.
I am not naïve and understand that an international relocation is a long and arduous process.
However, I signed an agreement with Omega Shipping in good faith; I assumed they would look out for my best interests, especially given the amount of money involved. I assumed they would fulfill their end of the agreement and actually deliver my property without duplicitous actions. I was wrong.
Sunday, January 24, 2010
Stay away from Omega Shipping This is a huge rip off
Originally posted: Tuesday, November 24, 2009
I have hired Omega Shipping for moving services in December 2008.
I agreed to a quote of $6650.00 to partial pack my belongings, dissemble some of my furniture, load and move it in an AC-Storage until it will be shipped to New Zealand, if I should get the visa.
Other locations were discussed, because to get a Visa is difficult and I had to be in the country to apply for.
I paid a deposit of 50% $3760.00
3 month later I had to go to the storage to remove some of my items and I realized that my stuff was not entirely in an AC Storage as I requested.
Instead the items were on several locations.
After a fight they agreed to move my stuff free of charge completely in an AC Storage.
I insisted that the storage contract is under my name.
Now 10 month later I decided to move back to Germany and I have called Omega Shipping to arrange the shipment.
They gave me a price of $4650.00 this would have been okay, if they would have subtract the deposit payment of $3760.00, but they refused to do so.
They insisted that this are the costs even Germany is 4000 miles and New Zealand is 8000 miles away from Miami.
What means that I had paid $ 3760 for 4 people working from 10 am to 4 p.m. in my house and probably 3 hours more to unload the items and put them in storage.
What would mean I have paid $418 per hour or $104.50 per person including using the truck.
This is a huge rip off.
The good thing is, that my stuff is in a storage facility paid from myself, so I am free to hire a reliable company to ship my belongings to Germany.
After this incidents I have done more research about this company and there are more horror stories to find.
So stay away from Omega Shipping, the Sales person is friendly and the quotes are okay, but in the end you will pay much more, especial if you are in another country and it will be hard for you to deal with them.
I have hired Omega Shipping for moving services in December 2008.
I agreed to a quote of $6650.00 to partial pack my belongings, dissemble some of my furniture, load and move it in an AC-Storage until it will be shipped to New Zealand, if I should get the visa.
Other locations were discussed, because to get a Visa is difficult and I had to be in the country to apply for.
I paid a deposit of 50% $3760.00
3 month later I had to go to the storage to remove some of my items and I realized that my stuff was not entirely in an AC Storage as I requested.
Instead the items were on several locations.
After a fight they agreed to move my stuff free of charge completely in an AC Storage.
I insisted that the storage contract is under my name.
Now 10 month later I decided to move back to Germany and I have called Omega Shipping to arrange the shipment.
They gave me a price of $4650.00 this would have been okay, if they would have subtract the deposit payment of $3760.00, but they refused to do so.
They insisted that this are the costs even Germany is 4000 miles and New Zealand is 8000 miles away from Miami.
What means that I had paid $ 3760 for 4 people working from 10 am to 4 p.m. in my house and probably 3 hours more to unload the items and put them in storage.
What would mean I have paid $418 per hour or $104.50 per person including using the truck.
This is a huge rip off.
The good thing is, that my stuff is in a storage facility paid from myself, so I am free to hire a reliable company to ship my belongings to Germany.
After this incidents I have done more research about this company and there are more horror stories to find.
So stay away from Omega Shipping, the Sales person is friendly and the quotes are okay, but in the end you will pay much more, especial if you are in another country and it will be hard for you to deal with them.
Thursday, January 21, 2010
Omega Shipping Ripoff and Scam
Originally Posted: Friday, March 23, 2007
After recently having items shipped from France to Overland Park, KS, I must express my extreme distress at the gross negligence and complete disregard for the customer displayed by Omega Shipping.
First Of, After receiving the quote and giving Omega Shipping a 25% deposit based on the quote we were informed it would take approximately 6-8 weeks.
This was around the end September 2006,Then, the French moving company sent movers that spoke no english, even though we were assured that Omega Shipping's agents in France would speak english.
Then the movers refused to take several items that were marked for pickup and took other items that were not marked.
We were told that we would receive a packing list of what the movers did take.
Several months later (in March 2007) we received a scribbled list in French that listed items we had no idea of what they were.
It was around mid March of 2007 that we were informed our shipment was finally ready for delivery.
The attitude of Omega Shipping was simply "Oh well", not even an apology.
They imediately began to demand payment and sent an invoice which did not include the deposit we had paid several months ago (I am not surprised they forgot).
When I called to inquire about some of the charges on the invoice, it took about over a week to get any response from Omega Shipping, but this was the normal operating procedure.
One charge was $475 for packing, this was odd as the moving company in France (Omega Shipping agent) refused to move anything not already packed.
Omega Shipping subsequently reduced the amount by half, but refused to provide proof the charge was valid, as is true with all the charges.
Omega Shipping simply said "pay up or we will place your possesions in long term storage and charge you a 10% storage charge".
Had our possesions not included very personal items, we would have told them to keep it.
I am sure Omega Shipping was aware of the fact that there were irreplacable items in our shipment and used this to their advantage.
Even the $45 they charged for an insurance policy was never disclosed.
When we purchased the policy I was repeatedly told it will be 3% of declared value of goods and nothing more.
When I received the invoice and asked about this additional charge, again it was "Oh well"After we transfered payment to Omega Shipping via wire transfer and informed them we were moving the weekend they wanted to deliver our items and asked if we could we have it delayed for a few days so we would not have to move it again, the response was "not a chance, unless you want to pay a 10% storage charge and a re-delivery fee".
After over a 4 month delay in delivery, Omega Shipping would not even delay delivery of our goods for 3 days!!I am looking for an attorney to scrutinize the invoice and all contract material between Omega Shipping and myself to see if there is any legal recourse I have to obtain a refund of a portion of the money charged by Omega Shipping.
I don't feel I am entitled to all of it, but feel that Omega Shipping did not even come close to fulfilling their end of the contract and that some of the charges may be jacked-up as Omega Shipping refuses to provide proof of the charges.
I would have to say that dealing with Omega Shipping has been the worst business experience of my life, once they got the deposit, it would take a least a week for them to respond to any phone call or email.
Eric Overland Park, KansasU.S.A.
After recently having items shipped from France to Overland Park, KS, I must express my extreme distress at the gross negligence and complete disregard for the customer displayed by Omega Shipping.
First Of, After receiving the quote and giving Omega Shipping a 25% deposit based on the quote we were informed it would take approximately 6-8 weeks.
This was around the end September 2006,Then, the French moving company sent movers that spoke no english, even though we were assured that Omega Shipping's agents in France would speak english.
Then the movers refused to take several items that were marked for pickup and took other items that were not marked.
We were told that we would receive a packing list of what the movers did take.
Several months later (in March 2007) we received a scribbled list in French that listed items we had no idea of what they were.
It was around mid March of 2007 that we were informed our shipment was finally ready for delivery.
The attitude of Omega Shipping was simply "Oh well", not even an apology.
They imediately began to demand payment and sent an invoice which did not include the deposit we had paid several months ago (I am not surprised they forgot).
When I called to inquire about some of the charges on the invoice, it took about over a week to get any response from Omega Shipping, but this was the normal operating procedure.
One charge was $475 for packing, this was odd as the moving company in France (Omega Shipping agent) refused to move anything not already packed.
Omega Shipping subsequently reduced the amount by half, but refused to provide proof the charge was valid, as is true with all the charges.
Omega Shipping simply said "pay up or we will place your possesions in long term storage and charge you a 10% storage charge".
Had our possesions not included very personal items, we would have told them to keep it.
I am sure Omega Shipping was aware of the fact that there were irreplacable items in our shipment and used this to their advantage.
Even the $45 they charged for an insurance policy was never disclosed.
When we purchased the policy I was repeatedly told it will be 3% of declared value of goods and nothing more.
When I received the invoice and asked about this additional charge, again it was "Oh well"After we transfered payment to Omega Shipping via wire transfer and informed them we were moving the weekend they wanted to deliver our items and asked if we could we have it delayed for a few days so we would not have to move it again, the response was "not a chance, unless you want to pay a 10% storage charge and a re-delivery fee".
After over a 4 month delay in delivery, Omega Shipping would not even delay delivery of our goods for 3 days!!I am looking for an attorney to scrutinize the invoice and all contract material between Omega Shipping and myself to see if there is any legal recourse I have to obtain a refund of a portion of the money charged by Omega Shipping.
I don't feel I am entitled to all of it, but feel that Omega Shipping did not even come close to fulfilling their end of the contract and that some of the charges may be jacked-up as Omega Shipping refuses to provide proof of the charges.
I would have to say that dealing with Omega Shipping has been the worst business experience of my life, once they got the deposit, it would take a least a week for them to respond to any phone call or email.
Eric Overland Park, KansasU.S.A.
Saturday, December 26, 2009
Complete and Total Dissatisfaction
Origanilly Posted: Wednesday, November 05, 2008
Complaint to Omega
What do you think of this letter?
Dear Alon,
I am writing this letter to inform you of my complete and total dissatisfaction and disappointment in your service and your company.
I do not ever remember dealing with a company who is handling such an important service for us, who claim to be professionals, and whose total incompetence was clear every step of the way.
When we first began dealing with you, we made constant attempts to reach either you or Tali or anyone that could assist us and failed.
You did not call back, you did not e-mail back with answers to our questions, and the very few times we were able to reach you, you always had to "check on the matter" or "look into it" and get back to us.
Never happened.
Tali even told us that you don't check phone messages so don't bother leaving them.
I remember after we paid our 25% deposit, debating canceling with your company because you were so completely unprofessional.
Looking back, we should have taken the loss and switched to another company.
I imagine that someone in your position has learned something about Customer Service, despite that it's not clear in the way you handle matters.
Perhaps you should go back to business school and take some of these courses.
You may have heard the saying that a happy customer tells 1 friend, but an unhappy customer tells 10 friends.
Experts have researched that and agree.
However, these days the Internet has changed all that.
Now, the unhappy customer can post intimate details about their bad experiences on blogs and message boards that reach millions of people everyday and can live on forever.
I, for one, plan on not only telling at the very least 10 people, but also posting on a variety of Internet sites, Yahoo groups, Facebook groups, wherever I can reach anyone who is planning on making Aliyah.
You may be aware that Olim Chadashim do a lot of networking, a lot of sharing experiances, and a lot of talking.
And while yes, people want to know that someone had a good experience with a company they won't necessarily believe the good things written on the web or certainly not the "Testimonials" on your website.
Those can easily be made up and "good" experiences easily posted by someone working in or for the company.
But let me tell you, everyone believes the bad experiences.
Why shouldn't they?As far as Customer Service goes, I have worked in this area for a number of years and dealt with my fair share of unhappy customers.
I worked in retail and people always find something to complain about.
I found an important article that you should take a minute to read and try to absorb what it says: http://www.allbusiness.com/company-activities-management/company-structures-ownership/11599156-1.html
Seeing as you don't want to take any blame for the way our case was handled, I imagine you ignored that article.
But I will reiterate a few points made. The article says that sometimes it's difficult to maintain your composure when a customer is angry.
But let them vent and don't interrupt.
Listen carefully and with empathy.
Try to rephrase the problem for clarity and ask for confirmation from the customer.
Then, look for a resolution.
When my husband spoke to you last week, he was frustrated.
He was tired of no one informing us of what was going on with our lift, or where it was, when it was coming, and even how do we get it??? When he spoke to you, you only seemed to be making it harder and harder for us to get our lift, as opposed to finding a solution.
Yes, he lost his temper but it was not unjustified.
When I called back to ask a separate question, I was appalled at how you spoke to me!!! You spent the entire phone call ranting and raving about how angry you were that my husband spoke to you that way and how now you really didn't want to help us get our lift because of that. I couldn't get a word in edgewise.
If you are upset about the way an unhappy customer talks to you, take it home with you and complain to your own wife, not to the customer's wife.
I was calling so I could attempt to resolve the problem not so I could hear that your feelings were hurt. And certainly not to hear that "now you really don't want to help us".
Once again, a sign of the unprofessional way that you dealt with us.
I know my husband already sent you a letter expressing his complaints. But to reiterate, our complaints are as follows:
1. It is almost impossible to reach you and has been from the beginning. You rarely answer your phone calls, don't respond to phone messages, and may occasionally "reply" to our e-mails but not with answers to the questions we asked.
2. Your failure to communicate with us.
You work in a field dealing with people moving across the world.
Most people have never done this before and therefore are unaware of the process.
Not only that but they are in the middle of uprooting their lives, their families, and leaving everything that is familiar to them.
YOU are the professional here.
You are the one who knows how it all works. And you should be aware and sensitive to that.
If you really do put customers first and you work around the clock, as quoted from your e-mail, then I imagine we would have been dealt with very differently.
We were only aware of what was happening with our lift because of our constant phone calls to VASM here in Israel.
Every time we called, it seemed another problem or delay arose.
3. Our shipping delay. As far as we are concerned, the last we heard from Tali was on September 9th which said she was attaching our shipment information - with nothing attached.
I do not blame you for the strike here or for the "400 files that customs had to clear".
What I do not understand is why didn't our container leave America until 6 weeks after the scheduled shipping date? How could you possibly not keep us informed of the status of our container? You should let us know when it leaves, when it is expected to arrive, let us know that it is delayed, and certainly let us know once it has arrived!!! How else are we supposed to know? This is YOUR job!
4. We were certainly aware of our open balance and had no problem paying it.
You may have noticed that once we finally got in touch with you we wanted to pay immediately and the fastest way possible.
All we asked for was our current balance which you had failed to provide for us until that point.
I don't understand why you make it so hard to pay you ?!?!
I would think you want your money and if you see an open balance, you would contact the customer to inform them.
We didn't even know where our lift was, let alone when we were to receive it.
If you place a hold on someone's lift, you should inform the customer of that hold.
All it takes is a simple phone call or e-mail stating, your lift is on hold until you pay your balance of X amount.
I was not withholding money from you. But for such a large balance, I have to withdraw from other funds and I prefer to do that at one time for the correct amount.
5. Regarding our payment, I would like my $152 returned to me for your "Credit Card Authorization fee".
We requested of Liat, the accountant who one would think would be familiar with such a charge, to send us your policy on credit card payments.
She seemed to be unfamiliar with this and said you would send us that policy.
We are still waiting .
Alon, please send that to me.
We paid the first payment on credit card and that did not seem to be a problem at all.
When we wanted to pay our balance, you told us about this 3% charge all of a sudden.
I did some research into whether that was allowed or not and it seems that charging a 3% credit card transaction fee violates your merchant agreement.
I would like my money refunded to me. And I plan on lodging a complaint against your company for this bogus charge.
6. When our lift finally arrived here in Ariel and they opened the doors, I was shocked to see 10-15 meters (according to the moving company) of unused space.
Empty space that I paid for.
Your initial assessment at our house claimed that we would need a 20 ft lift with all our belongings.
Not only was that wrong, we brought presents and items for other people on our lift.
Our total amount of things maybe would have taken half of a 20 foot lift. And since we had extra space, we would have sent some items that we were told "won't fit because our lift is completely full."
We would have sent beds, our dining room table, and other items we left behind in Detroit.
I cannot begin to express how furious I am regarding that.
We paid thousands and thousands of dollars for that space and your screw-ups had us paying for empty space.
Alon, this is unacceptable!Once again, I am completely disappointed in Omega Shipping and especially in you, Alon Aviani.
I am certain you will lose many potential customers because of your incompetence and unprofessional actions.
Natalie Zacks
Complaint to Omega
What do you think of this letter?
Dear Alon,
I am writing this letter to inform you of my complete and total dissatisfaction and disappointment in your service and your company.
I do not ever remember dealing with a company who is handling such an important service for us, who claim to be professionals, and whose total incompetence was clear every step of the way.
When we first began dealing with you, we made constant attempts to reach either you or Tali or anyone that could assist us and failed.
You did not call back, you did not e-mail back with answers to our questions, and the very few times we were able to reach you, you always had to "check on the matter" or "look into it" and get back to us.
Never happened.
Tali even told us that you don't check phone messages so don't bother leaving them.
I remember after we paid our 25% deposit, debating canceling with your company because you were so completely unprofessional.
Looking back, we should have taken the loss and switched to another company.
I imagine that someone in your position has learned something about Customer Service, despite that it's not clear in the way you handle matters.
Perhaps you should go back to business school and take some of these courses.
You may have heard the saying that a happy customer tells 1 friend, but an unhappy customer tells 10 friends.
Experts have researched that and agree.
However, these days the Internet has changed all that.
Now, the unhappy customer can post intimate details about their bad experiences on blogs and message boards that reach millions of people everyday and can live on forever.
I, for one, plan on not only telling at the very least 10 people, but also posting on a variety of Internet sites, Yahoo groups, Facebook groups, wherever I can reach anyone who is planning on making Aliyah.
You may be aware that Olim Chadashim do a lot of networking, a lot of sharing experiances, and a lot of talking.
And while yes, people want to know that someone had a good experience with a company they won't necessarily believe the good things written on the web or certainly not the "Testimonials" on your website.
Those can easily be made up and "good" experiences easily posted by someone working in or for the company.
But let me tell you, everyone believes the bad experiences.
Why shouldn't they?As far as Customer Service goes, I have worked in this area for a number of years and dealt with my fair share of unhappy customers.
I worked in retail and people always find something to complain about.
I found an important article that you should take a minute to read and try to absorb what it says: http://www.allbusiness.com/company-activities-management/company-structures-ownership/11599156-1.html
Seeing as you don't want to take any blame for the way our case was handled, I imagine you ignored that article.
But I will reiterate a few points made. The article says that sometimes it's difficult to maintain your composure when a customer is angry.
But let them vent and don't interrupt.
Listen carefully and with empathy.
Try to rephrase the problem for clarity and ask for confirmation from the customer.
Then, look for a resolution.
When my husband spoke to you last week, he was frustrated.
He was tired of no one informing us of what was going on with our lift, or where it was, when it was coming, and even how do we get it??? When he spoke to you, you only seemed to be making it harder and harder for us to get our lift, as opposed to finding a solution.
Yes, he lost his temper but it was not unjustified.
When I called back to ask a separate question, I was appalled at how you spoke to me!!! You spent the entire phone call ranting and raving about how angry you were that my husband spoke to you that way and how now you really didn't want to help us get our lift because of that. I couldn't get a word in edgewise.
If you are upset about the way an unhappy customer talks to you, take it home with you and complain to your own wife, not to the customer's wife.
I was calling so I could attempt to resolve the problem not so I could hear that your feelings were hurt. And certainly not to hear that "now you really don't want to help us".
Once again, a sign of the unprofessional way that you dealt with us.
I know my husband already sent you a letter expressing his complaints. But to reiterate, our complaints are as follows:
1. It is almost impossible to reach you and has been from the beginning. You rarely answer your phone calls, don't respond to phone messages, and may occasionally "reply" to our e-mails but not with answers to the questions we asked.
2. Your failure to communicate with us.
You work in a field dealing with people moving across the world.
Most people have never done this before and therefore are unaware of the process.
Not only that but they are in the middle of uprooting their lives, their families, and leaving everything that is familiar to them.
YOU are the professional here.
You are the one who knows how it all works. And you should be aware and sensitive to that.
If you really do put customers first and you work around the clock, as quoted from your e-mail, then I imagine we would have been dealt with very differently.
We were only aware of what was happening with our lift because of our constant phone calls to VASM here in Israel.
Every time we called, it seemed another problem or delay arose.
3. Our shipping delay. As far as we are concerned, the last we heard from Tali was on September 9th which said she was attaching our shipment information - with nothing attached.
I do not blame you for the strike here or for the "400 files that customs had to clear".
What I do not understand is why didn't our container leave America until 6 weeks after the scheduled shipping date? How could you possibly not keep us informed of the status of our container? You should let us know when it leaves, when it is expected to arrive, let us know that it is delayed, and certainly let us know once it has arrived!!! How else are we supposed to know? This is YOUR job!
4. We were certainly aware of our open balance and had no problem paying it.
You may have noticed that once we finally got in touch with you we wanted to pay immediately and the fastest way possible.
All we asked for was our current balance which you had failed to provide for us until that point.
I don't understand why you make it so hard to pay you ?!?!
I would think you want your money and if you see an open balance, you would contact the customer to inform them.
We didn't even know where our lift was, let alone when we were to receive it.
If you place a hold on someone's lift, you should inform the customer of that hold.
All it takes is a simple phone call or e-mail stating, your lift is on hold until you pay your balance of X amount.
I was not withholding money from you. But for such a large balance, I have to withdraw from other funds and I prefer to do that at one time for the correct amount.
5. Regarding our payment, I would like my $152 returned to me for your "Credit Card Authorization fee".
We requested of Liat, the accountant who one would think would be familiar with such a charge, to send us your policy on credit card payments.
She seemed to be unfamiliar with this and said you would send us that policy.
We are still waiting .
Alon, please send that to me.
We paid the first payment on credit card and that did not seem to be a problem at all.
When we wanted to pay our balance, you told us about this 3% charge all of a sudden.
I did some research into whether that was allowed or not and it seems that charging a 3% credit card transaction fee violates your merchant agreement.
I would like my money refunded to me. And I plan on lodging a complaint against your company for this bogus charge.
6. When our lift finally arrived here in Ariel and they opened the doors, I was shocked to see 10-15 meters (according to the moving company) of unused space.
Empty space that I paid for.
Your initial assessment at our house claimed that we would need a 20 ft lift with all our belongings.
Not only was that wrong, we brought presents and items for other people on our lift.
Our total amount of things maybe would have taken half of a 20 foot lift. And since we had extra space, we would have sent some items that we were told "won't fit because our lift is completely full."
We would have sent beds, our dining room table, and other items we left behind in Detroit.
I cannot begin to express how furious I am regarding that.
We paid thousands and thousands of dollars for that space and your screw-ups had us paying for empty space.
Alon, this is unacceptable!Once again, I am completely disappointed in Omega Shipping and especially in you, Alon Aviani.
I am certain you will lose many potential customers because of your incompetence and unprofessional actions.
Natalie Zacks
The Horrible Company
Originally Posted: 11/19/2008
I don't get this company it's as if they are trained that the customer is an annoyance, rather than a customer.
For those who don't know Omega Shipping is the horrible company that we used for our lift to Israel.
Here is my latest issue.
Some stuff on the lift came broken, so we filled out the insurance forms, but I needed some additional information.
I sent the following E-mail to Liat Yosef, Export coordinator
.....Hi, In order to fill out the insurance sheet I need the following informationDeparture date of ShipmentArrival Datepolicy numberPlus where do I send the form, to your or to Atlas Insurance? if its to Atlas how do I send it to them
Thank you
Shauli Zacks
She sent me this reply
Dear Shauli Zacks,
You have the information on the policy.
Please send it directly to atlas you also have their tell # and info on the policy.
Thank you
Liat Yosef
Export Coordinator Omega Shipping Co, Inc
Obviously, I don't have the information, or I wouldn't have asked her for it.
And let's say it is in my policy, which I don't see.
Would it have killed her to put in the information.
Even if she wants to tell me that I have it and I'm an idiot for not looking hard enough, but here is what you want.
Instead she basically says, don't bother me with your problems.
So I called her and she again told me that I have it, I calmly told her that I don't see it anywhere, and if she has it on file can she give it to me.
She really didn't want.
She insisted I have it in some policy, which I don't have.
I asked if I could at least have the phone number for the insurance company so I can submit my claim, and she says, its right there on the policy its a 1-800 and they have a fax.
I again,. repeated that I DIDNT HAVE THIS INFORMATION, CAN SHE GIVE ME THE REST OF THE PHONE NUMBER.
Perhaps she thought if I dialed 1-800 and wanted to call the insurance the phone would somehow know.
Finally she said she would look at my file and e-mail the information., I'm pretty sure she just wanted to get me off the phone because it's been about 4 hours and I haven't heard from her
I don't get this company it's as if they are trained that the customer is an annoyance, rather than a customer.
For those who don't know Omega Shipping is the horrible company that we used for our lift to Israel.
Here is my latest issue.
Some stuff on the lift came broken, so we filled out the insurance forms, but I needed some additional information.
I sent the following E-mail to Liat Yosef, Export coordinator
.....Hi, In order to fill out the insurance sheet I need the following informationDeparture date of ShipmentArrival Datepolicy numberPlus where do I send the form, to your or to Atlas Insurance? if its to Atlas how do I send it to them
Thank you
Shauli Zacks
She sent me this reply
Dear Shauli Zacks,
You have the information on the policy.
Please send it directly to atlas you also have their tell # and info on the policy.
Thank you
Liat Yosef
Export Coordinator Omega Shipping Co, Inc
Obviously, I don't have the information, or I wouldn't have asked her for it.
And let's say it is in my policy, which I don't see.
Would it have killed her to put in the information.
Even if she wants to tell me that I have it and I'm an idiot for not looking hard enough, but here is what you want.
Instead she basically says, don't bother me with your problems.
So I called her and she again told me that I have it, I calmly told her that I don't see it anywhere, and if she has it on file can she give it to me.
She really didn't want.
She insisted I have it in some policy, which I don't have.
I asked if I could at least have the phone number for the insurance company so I can submit my claim, and she says, its right there on the policy its a 1-800 and they have a fax.
I again,. repeated that I DIDNT HAVE THIS INFORMATION, CAN SHE GIVE ME THE REST OF THE PHONE NUMBER.
Perhaps she thought if I dialed 1-800 and wanted to call the insurance the phone would somehow know.
Finally she said she would look at my file and e-mail the information., I'm pretty sure she just wanted to get me off the phone because it's been about 4 hours and I haven't heard from her
These Guys are Criminals
Originally Posted : Wed Sep 30, 2009
Post subject: Re: Omega Shipping
I have been dealing with Omega Shipping since July and these guys are criminals.
It's Oct 1st and we still don't have any of our property, the local firm here in Budapest are obviously incompetent, and now Mr. Boaz Aviani is trying to leave me high and dry with our property sailing across the Atlantic.
These guys contracted a local firm in Nevada to pack up our property, none of them spoke English, they didn't give us a receipt or packing list, and once they got our things, we received a bill twice as high as our quote... but what do we do when they have everything we own? Now, because of their initial failures, we're going to get hit with ridiculously high customs fees.
For the love of god, no one use this firm.
Words like "scam," "con artists," "liars," and "crooks" come to mind when I think about these guys.
Post subject: Re: Omega Shipping
I have been dealing with Omega Shipping since July and these guys are criminals.
It's Oct 1st and we still don't have any of our property, the local firm here in Budapest are obviously incompetent, and now Mr. Boaz Aviani is trying to leave me high and dry with our property sailing across the Atlantic.
These guys contracted a local firm in Nevada to pack up our property, none of them spoke English, they didn't give us a receipt or packing list, and once they got our things, we received a bill twice as high as our quote... but what do we do when they have everything we own? Now, because of their initial failures, we're going to get hit with ridiculously high customs fees.
For the love of god, no one use this firm.
Words like "scam," "con artists," "liars," and "crooks" come to mind when I think about these guys.
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