Complaints

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  el pasado 20 de Octubre 2021 , envi a ******** 17 cajas que contenan ropa,juguetes,zapatos , un TV, maquillaje y artculos personales, a todas se les pago adems del envo un seguro de $200 DOLARES cada una. (Sugerencia del senor ********************** representante de SERVICOL Y quien recogi las cajas en mi apartamento). varias de ***s cajas fueron detenidas en ******** por la ****(Direccin de impuestos y Aduanas nacionales)al ellos considerar que el impuesto reportado era mas alto por lo que deb ***** el excedente.Debo aclarar que en algunas de las cajas SERVICOL no reporto el valor REAL del seguro que yo les pague, situacin por la cual las cajas fueron detenidas y teniendo yo que ***** mucho mas dinero, siendo esto un fraude. luego me llegan una caja que contena ropa, zapatos, juguetes y objetos personales totalmente mojada , con mal olor y todo manchado , contacte a Servicol pero no quisieron *****me Ni siquiera el valor del seguro por el cual les pague diciendo que no se haba hecho el reporte dentro de las primeras 24 horas, cuando *** caja demoro en llegar mas de tres semanas , despus me llega la caja donde venia un tv de 60 pulgadas totalmente quebrado y como si les hice el reporte al otro da entonces ahora evaden su responsabilidad para no *****me el seguro diciendo que no responden sino por perdida total y entonces un tv totalmente quebrado que no tiene posibilidad de ser reparado que clase de perdida es?Esta empr*** esta evadiendo su responsabilidad para responder por seguros que cobran a los clientes, siendo esto un fraude y engao a los consumidores en *** ya que es aqu donde recogen las mercancas y el dinero. yo solo estoy solicitando me sean ********* $400 dlares que cubran el seguro de dos cajas aun que su contenido costaba muchsimo mas que esto, pero almenos que cumplan con el pago de los seguros y que esto sirva de precedente para que no le pase a mas personas, ya somos varias quienes nos hemos visto afectadas ..

   

  [Translated by BBB]On October 20, 2021, I sent to Colombia 17 boxes containing clothes, toys, shoes, a TV, makeup and personal items, all of them were paid in addition to shipping an insurance of $200 DOLLARS each. (Suggestion of Mr. Edwin B****, representative of SERVICOL and who collected the boxes in my apartment). Several of these boxes were detained in Colombia by the DIAN (National Tax and Customs Directorate) when they considered that the reported tax was higher, so I had to pay the excess. I must clarify that in some of the SERVICOL boxes I did not report the REAL value of the insurance that I paid them, a situation for which the boxes were detained and I had to pay much more money, this being a fraud. Then I received a box containing totally wet clothes, shoes, toys and personal items, with a bad smell and everything stained, I contacted Servicol but they did not want to pay me Not even the value of the insurance for which I paid them saying that the report within the first 24 hours, when that box took more than three weeks to arrive, then I got the box containing a totally broken 60-inch TV and as if I made the report the next day, then now they evade their responsibility so as not to pay me the insurance saying that they do not respond except for total loss and then a totally broken tv that has no possibility of being repaired what kind of loss is it? This company is evading its responsibility to respond for insurance that charges customers, this being a fraud and deception to consumers in the USA since it is here where they collect the merchandise and the money. I am only requesting that $400 be returned to me, which covered the insurance of two boxes, even though their contents cost much more than this, but at least that they comply with the insurance payment and that this serves as a precedent so that it does not happen to more people , there are already several of us who have been affected..
  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am Hispanic, I hope you understand my story. On December 23, 2021, Mr. Edwin B*******, on behalf of the Servicol company, dedicated to making shipments from the  United States to Colombia and other countries in Central and South America, picked up a box containing clothes, shoes, cosmetics, sheets, all gifts for my family in Colombia. The weight of the box was 38 pounds and on his recommendation an insurance of USD 200 was paid, which in case there was a problem in Colombia with the DIAN (Directorate of National Taxes and Customs) would only pay the excess that they said and that's it, I accepted and paid for the shipment trusting in the experience of 8 years that they claim to have. On January 8, 2022, the Servicol company sent me a message on ******** saying that the DIAN retained the container where my box was going, seizing 45 in total, they did not say the reason for this. Since that day, Servicol has not responded because they send the boxes with a transporter called ****** ****** ************* ******* ****** which intended to bring the boxes into the country without reporting them, that is, as "smuggled merchandise", therefore it is very difficult to recover them. Servicol lends itself to this type of "scam" where customers are taken advantage of because we have no way of contacting or demanding a solution to our problem from the carrier. The DIAN has notified Beyond who evidently work hand in hand with Servicol. Edwin B**** says that they will only respond for the value of the "insurance" which is only $200 dollars. We are 4 affected people who are requesting that you collaborate with us by making this company responsible for the delivery and we can find a solution, and prevent more people from falling into this scam that they surely have had for a long time. ************************** ************ ********************* ************ ************************* ***************** ********************* *************

  Business response

  04/29/2022

  ---------- Forwarded message ---------
  From: Paula G************ <servicol@outlook.com>
  Date: Fri, Apr 29, 2022 at 11:14 AM
  Subject: *************************** *******************
  To: <drteam@mybbb.org>
  

  
  

  Dear Dispute Resolution Team

  
  

  I want to start this message apologizing for the long time it took me to respond to this complaint.

  
  

  First let me explain the nature of my business: Servicol is an agent who collects parcels from customers and ship them to a variety of countries in Latin America.

  
  

  It is important to note we are agents and don't have the complete control of the parcels during the whole process but rely on other companies to complete the shipment.

  
  

  Regarding this particular case we shipped 11 boxes and were in Miami to flight to Colombia. The company in charge of the proper documents and legal procedures to nationalize the cargo and enter the country was **** - **************************** Courier *****.  They had a human mistake and didn't manifest the cargo to enter the country resulting in cargo seizure from customs in Colombia.

  
  

  This situation is not common but still is absolutely possible and that’s why all the shipments are covered  by an insurance. This is the catch: Customs Office in Colombia (DIAN) charges taxes on parcels declared over $200 and that’s why many customers choose to declare their parcels for $200 or less.

  
  

  The complaint names 4 customers but the information is not accurate because it names ************************* and she didn't have any parcels part of this case. The remaining 3 cases: ***************************, ********************* and ******************* got the payment of the insurance plus the amount they paid for the shipping itself. 

  
  

  Please find attached a picture of the transfer from March 2, 2022 and the payments to **************** and ********************. Please note these pictures include the phone number of the customers and a confirmation code and may be considered private information.

  
  

  All the customers included in this complaint received their money and most of them have shipped again with us.

  
  

  ************ started a campaign on ******** against our company and posted private conversations and documents between me and her and ************************* implied we have a scheme to ship illegally cargo to ******** it is false and defamatory in all its extent. Please keep in mind the documents attached with ************ are considered private and could expose other customers information without their permission.

  
  

  Also ************ reached a customer who in the past had problems with her cargo (Months Before) and is making her look like is  part of this situation and convinced her to file a complaint (********) with a totally different case.

  
  

  As response I have to say we already paid the insurance and the amount paid for the shipping and we no longer have anything pending with these customers. Their desired settlement is Delivery of Order that was is not an option because the cargo was seized by the customs office in Colombia. Customers know about that and that's why they received the insurance compensation.

  
  

  PD: We, as agents don't use always the same company to nationalize the cargo shipped to Colombia, in this case was ****- **************************** Curier *****. But we are not tied or related to that company in any way and we could use that or any other company to complete the nationalization process.

  
  

  I hope this resolved this complaint. Please be sure if any more information is needed from me I am more than willing to cooperate.

  
  

  Respectfully

  
  

  Edwin B******

  SERVICOL 

  **********

  Customer response

  05/04/2022

  Good afternoon gentlemen BBB, first of all I want to thank you for the time dedicated to this case.  Regarding the response that "ServiCol" gives, I only want to show the lack of professionalism that they have as a company, blaming the clients for the bad service that they provide.  The people mentioned in my complaint will not send anything to Colombia with them again.  It is an incompetent company to give a real and efficient response to "human errors" that cause the shipped goods to be lost.  My only intention through this application is that you give a rating to the service you provide, which as they themselves accept, is not close to regular.  I am aware that the money I invested in the merchandise that I sent and was lost, I will not recover it, nor the merchandise, I reiterate that my only intention is to prevent more people from falling into this lousy service.  Thanks again for the time you spend on these complaints.  ***** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩