Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:15/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Orbit International Moving Logistics Inc. to move some personal belongings to Singapore. Orbit pushed me to purchase insurance in case of damages through an insurance company they partner with ** ** ******* ******** Ltd. Unfortunately, in the move, some of my furniture was badly damaged. I therefore filed an insurance claim with said company back in August. I have yet to receive my insurance settlement despite numerous attempts to get in touch with both Orbit and ** ** ******* ******** Ltd. As I purchased the insurance as part of my contract with Orbit, I would like them to either ensure my claim is settled with ** ******* ******** Ltd. or pay me the insurance amount themselves. At this point, I don't know what other recourse I have other than purse a low suit against the company. The insurance amount appear on my Orbit Invoice (********).

  Business Response

  Date: 15/01/2024

  Thank you very much for advising Orbit of this issue.    I have ******** a file that has emails showing I was advised January 12th that this individual had not received an insurance claim that was previously submitted.  I responded immediately to the client to say I we were very sorry to hear this.  I then immediately wrote to our unirisc insurance company to have them look into this.  They went directly to the Executive VP of the Claims department who wrote client back immediately and resolved this.  The one issue that he referred to back to her was she had not sent in her banking information to receive payment on this claim until December 15th.  They apologized as saying this was during the holiday season and also had people off sick and this was unfortunately missed.  But he reacted immediately to contact their accounting department to transfer the claim payment immediately this week.   They took immediate action when contacted and this has now been resolved.

   

  Please let me know if you need to know anything further.
  
  Kind regards,

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

  Collections / Manager of Imports & Exports

  Orbit International

  [email protected]    Tel :  416-661-4228

  Customer Answer

  Date: 15/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the information provided by Susan is inaccurate.

  While it may be true that Susan was only advised of the issue on January 12th, Orbit was very well aware of the issue as early as October 10th 2023 when I sent the first of several emails to Orbit asking for their assistance in this matter (***** ********). The response that Susan mentioned I received from the Executive VP of the insurance company was prompted by an email that I MYSELF sent—from my work address—directly to the President of the insurance company, George W., on January 12th (***** ********) informing them that I had filed a complaint with the BBB in the US. The Executive VP got back to me the following day informing me that they would resolve the issue within a week. I am still waiting for said resolution, so the matter is still very much pending at present. It is also not the first time the insurer has promised to resolve the issue to no avail. And, while Susan is not incorrect in stating that I had only sent my banking information to the insurer—for wire transfer purposes—on December 15th, she entirely fails to mention that 1.) On August 10th of 2023, the insurer asked me to provide my mailing address so that payment could be made out to me via USD cheque, and that 2. I provided the insurer with said address on August 14th of 2023 (***** ******** ** ***** ***** ***** *** ****). Thus, the insurer was quite capable of processing my insurance claim without my banking information as far back as August of 2023. The banking information was only provided to the insurer in December when I learned that, in the intervening 4 months since I submitted my claim, they had failed to issue a cheque despite the numerous inquiry emails I sent to the insurer on which Orbit staff were always dutifully CC’d. I, therefore, resent Susan’s insinuation that Orbit was only made aware of this issue on January 12th of 2024 and that the reason the insurer had not paid me since I submitted my claim in August of 2023 was through any fault of my own.

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

  Business Response

  Date: 18/01/2024

  I understand that ********* sent in a reply to my response to the BBB.  However, just to point out that yes, once I was advised of this I did personally contact the insurance company – it has been resolved and client has sent through her acknowledgement that it has now been resolved.  ****** **** ******** *** ****** ** ****** *** *** ********* ** ** *** ****** **********. 
  
  Thank you and kind regards, 
  
  ***** ********

  Customer Answer

  Date: 18/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ******