I have attached the letter I sent on May 18th. I am still trying to resolve it. and it's June 15th.

Since I have had some problems with your shipping company I thought I should bring it to your attention.

I contracted your company in March to handle our shipping for the ACP conference in Philadelphia, PA. Margarita Fajardo had contacted me and said that EAX was the official shipper for ACP. I was quoted $200 for shipping and was sent the paperwork a few days later.

On April 13 our blue case was picked up by two young men and sent on its way. When we arrived in Philadelphia on April 22 our blue case was broken. The lid had been ripped off and the lock was broken. It had been taped down by someone and the case is now useless. I called your offices on April 23 to place a claim and was told that a claim form would be faxed to me at my office.

In the meantime we had to pay Champion to shrink wrap our case to get it back home. We did not use EAX to ship it back. When I returned to the office there was no claim form and I had to call the office again to get one. When I did receive the claim form I filled it out and faxed it back in. I soon received a fax from Tim Dimasi that my claim had been denied since someone at the conference center had signed for it. I promptly called Tim to ask some questions. Tim was very clear on your policies, but when I voiced my opinion he would talk over me and was extremely rude. I did tell him that since the people at the conference wouldn’t know that we did not ship our case with the lid taped down and the lock broken so they could not be held responsible. I did mention to him that the two men who picked up our case were in an unmarked van, were not dressed in a uniform, were dressed in street clothes and were very nice, but I did point out on the surface looked like they were just walking the street. Tim got a little annoyed with me and even ruder. At that point I told him I would speak with his supervisor and would not speak to him. He has no idea what customer service is and is not very pleasant.

I called Champion and talked to them about the situation and found out that Champion does not use EAX as they’re official shipper any longer and they took my claim and were very gracious. So Margarita misrepresented your company. I have told Champion this and they said they were going to look into it.

Then I received our Amex bill for $419 for one way shipping to Philadelphia. I was quoted $200 by Margarita, and $419 is literally Highway robbery. NO ONE has ever charged us that for shipping in the 5 years I have been doing this. I called your accounting office and the lady there was very nice but said she talked to her supervisor and that is the charge because of all the add on fees. I have called Amex and disputed the charge. We will not pay the amount for one way and especially since I now have to replace our case for $200 since you all are not going to process my claim.
I will not be using your company ever again and have contact most of our group that exhibits at ACP and other conferences.

I just called your office again this morning and was told someone would call me back and Tim Dimasi does not have a supervisor.