Kae International Movers Czech Republic, Nehvizdy

Dear Zuzana, We thank you for your posted complaint of 27th of February, 2024. Please note that as per your complaint, we would like to clarify that the services which you had chosen and booked with us were for performing your own packing and own unpacking of your shipment. We were in direct communication with you for a considerable length of time with over 40 e-mails sent between us prior to the move booking, repeatedly explaining the available container size options and move process, and also during the course of the actual move process. We had kept you informed and explained everything to you best we could along the way prior to the “Up-to-Door” only delivery services provided for your shipment to your delivery address for you to be able to self-unload and unpack your shipment as you had requested. This was not a full "Door-to-Door" service (D-T-D) which you had paid for as is clearly stated and outlined in the inclusions section to our move quote sent to you on 10th November, 2023 which you had accepted and booked with us. The main and only reason your shipment was selected to be scanned at the German port of entry and also selected for a full customs inspection at the inland container terminal in Melnik is solely because your shipment was coming from Panama. All Central and South American import shipments are now being focused on in more detail by Customs in Europe, especially due to the illicit drug trade concerning cocaine entering into Europe via container shipments arriving from these specific locations. During the course of the full customs inspection where you were also present at the time of the inspection, Customs found some new items in your shipment, including 25 new toothbrushes on which they decided to levy customs duty and taxes. On other items they did not levy any duties and taxes such as the supplements which you have mentioned. Kindly note that any final decision made for imposing the payment of duties and taxes on items being shipped at the time of the import customs clearance is the sole prerogative of the Customs Service. Only after all the additional charges which were incurred and excluded in our move quote of 10/11/2023 were known and invoiced to you with the full details of all the charges outlined in our invoice for you to pay, were we able to arrange the release of your container from the container terminal which was under customs control, together with the transport of the container up to your delivery address. Since we were not contracted by you for the unloading and delivery services of your shipment at residence, only the transport of the container was arranged by us up to your residence. Furthermore, what the driver from the container terminal whom is not our employee mentioned or communicated to you at delivery time has nothing to do with us nor can it be taken for granted since the driver was not involved in the actual move process concerning your shipment. Please note that we were also not previously informed by you that there was any leakage of water into the new container used at the container terminal at the time of the customs inspection to which your shipment was transferred to. This you should have informed us about immediately at delivery time for the driver of the container who was at your residence to make a note of this issue in the transport documents for the container. No import documents nor the Czech version of the packing list submitted for the clearance process were falsified in any way or form whatsoever and we flatly reject this absurd accusation mentioned in your posted complaint. We did all we could in conjunction with our clearance agent to make sure the import clearance process and customs inspection was arranged and completed as quickly, and as smoothly as possible for your shipment in line with the Customs import requirements for your shipment. Your container was released from the terminal once all duties and taxes were paid based on what Customs had found during the customs inspection and also once we were paid the total outstanding balance due to us for your move, including all the additional charges incurred for the customs exams along the way, including the container storage time at the container terminal. We are in no way responsible for any of the additional charges incurred for your shipment since these costs are always directly the sole responsibility of the shipment's owner. Total Loss insurance coverage was the only optional insurance coverage available for your shipment since you wanted to pack, unload and unpack your shipment yourself. This was clearly explained to you and the associated insurance information regarding the available shipment insurance policy options is also clearly stated in our move quote and is what was accepted and paid for by you. Once again, the only reason that your container was inspected by Customs was simply the fact that it was selected by Customs having arrived from Central America since Customs are now focusing on such shipments and this was also explained to you once we were informed that your shipment was selected for inspection. All the additional charges due to us which were passed on to you to pay were correctly accounted for and invoiced to you based on all the actual charges incurred for your shipment and also based on the service exclusions and associated terms, and conditions mentioned in our move quote explicitly stating the various services and charges excluded in the price of the move. The transport of your shipment from the container terminal was arranged for delivery to your address on the earliest possible available date as perviously communicated to you and this was arranged for the 25th of January, 2024.