Mexpack Global Relocations recently handled an international move between the United Kingdom and Mexico. Throughout the process Mexpack acted in an unprofessional manner, unbecoming of an entity that claims to be a FIDI Associate and ISO 9001 certified. In many cases, they went further than being unprofessional and went so far as acting in bad faith, encompassing many instances of gross negligence and in one very specific instance, outright fraudulent misrepresentations evidenced in writing.
Following a 2 week period of trying to address the various matters with Mexpack Global Relocations directly, their Quality Manager (and seeming Director), Lorne Dixon (lorne@mexpack-relo.com) simply vanished. Ignoring any further attempt to communicate with them and leaving many questions unanswered. From a customer’s point-of-view, the primary and overarching concern with Mexpack is their absolute lack of transparency which in isolation might be seen as the result of bad training, but with the obvious intent behind many of Mexpack’s action, can only be seen as having nefarious intent.
Companies that partner with Mexpack directly or via industry organisations such as FIDI, LACMA or PAIMA should be acutely aware of the potential for Mexpack to damage their own brand and reputation and to potentially result in the partner being subject to legal claims as a result of the negligence, fraudulent actions and unprofessional behaviour of Mexpack Global Relocations.
Mexpack Relocations Customer Review
🚩 Mexpack provide fast email responses and even answer the phone during the proposal phase but immediately thereafter, take many days to respond to basic emails. Ignoring specific requests for information and refusing to ever answer the phone.
🚩 Mexpack reference in proposals that their Mexpack Terms & Conditions, Mexpack Privacy Policy and Mexpack Insurance Terms exist on their website but the Insurance terms are nowhere to be found, their Privacy Policy is not fit for purpose and their Terms & Conditions make no reference at all to who the contracting parties might be (e.g their legal entity with whom the customer contracts).
🚩 Mexpack directly inflate billable costs with zero transparency or explanation on how or why a cost has increased. Even where cost increases end up being agreed to as a result of increased shipping volume, zero transparency is provided as to why unrelated costs are also magically increased. It might be assumed that’s because they’re hiding nefarious intent to overcharge or just really bad customer service.
🚩 Mexpack have zero management / escalation structure, with each individual staff member left without supervision or adequate training, it seems the entire organisation relies on smoke and mirrors. Even local management (Antonio Hernandez ahernandez@mexpack.com) is never in the office or available for a phone call, and any complaint or escalation made to him via email is just forwarded to the customer agent of concern instead of being handled as a proper customer issue / complaint.
🚩 Mexpack charge 5x the publicly stated rate card of an x-ray inspection, even though other local import agents themselves confirm Mexpack pricing is massively inflated claiming it is a legitimate and ‘accurate’ cost. Further, Mexpack refuse to provide an original, government issued copy of any import or customs invoice that shows the actual cost of ‘random inspection’ and instead, hide behind their import agent’s re-invoice indicating nefarious actions in breach of a fiduciary responsibility expected of any legal entity, especially one claiming to be FIDI and ISO 9001 certified.
🚩 Mexpack deliver items that on the back of an open van, with a $5,000 piece of furniture wedged at the bottom of one side and with an entire sofa and other boxes on-top of it. This same piece of furniture was later found to have a major crack down the entire side, a bent metal leg, dents on 2 corners and an uneven table top. When the coffee table was unpacked, Mexpack made no effort to pay attention to the item and instead, flipped the item on its side and caused a 12” deep scratch in a brand new wood floor.
🚩 Mexpack deliver boxes clearly labelled ‘glassware’ and ‘fragile’ with big holes in the side of them and with dented corners, where they had clearly been stacked badly. Inside, multiple items are smashed including a glass from an expensive crystal wine glass collection and heavily scratched glass lamp base.
🚩 Mexpack demonstrate a clear disregard for customer property, where in addition to negligent handling of items while in transit, they open packages labelled as ‘painting’ and ‘art’ by slashing a knife down the front of the item, doing the same for other items and causing knife slashing damage to multiple items.
🚩 Mexpack refuse to provide any policy documents or T&C for the insurance policy, other than policy certificate. Mexpack eventually provide insurance T&C 1 week after the insurance policy has been activated and after all items have already been packed / shipment started, thus making it too late to obtain any documentation required by the policy so as to be valid and/or to modify the valuable items list to meet the requirements of the policy T&C.
🚩 Mexpack fraudulently represents, in writing, that the customer’s insurance claim has been submitted and that no other information or update is possible. Two weeks later, the insurance company themselves state Mexpack has not submitted *any* documentation or started any claim process and that the entire process can be completed online using their portal, along with all other information (e.g T&C that had previously been requested).
🚩 Mexpack refuse to provide *any* transparency over their company structure or management, including any details on who the contracting parties even are. They have an entity registered in (Mexpack International, S.A. De C.V.) but do not reference this legal entity on any documentation, proposals or contracts – and yet send their invoices from a US-based entity (Relo International Inc. – 2903791, an opaque Delaware shell company). Mexpack state their US entity does not owe any tax, even though all payments are made to this entity, so as to avoid making any public declaration as required under Delaware tax law, as it might disclose their ownership.
🚩 Mexpack *are not* GDPR compliant, by any potential stretch of the imagination. Neither do they provide an adequate Privacy Policy on their website, or any information on who the Data Subject (customer) is sharing data with, and thus who is acting as the Data Controller.
🚩 Mexpack fraudulently misrepresent their brand by having employees and relations of employees leave their positive reviews on Google Maps and other platforms, including but not limited to, reviews that suggest Mexpack provide the inverse of what ‘real customers’ have stated (e.g fast responses, careful handling, transparency etc).
At the time of writing, Mexpack have still failed to provide:
(a) Confirmation of who the contracting parties were, causing intentional ambiguity and confusion around who (from a legal point-of-view) would be responsible for the harms caused.
(b) A response to a legally justified and formally submitted Subject Access Request made in accordance with GDPR and the UK’s DPA 2018.
(c) Unresolved issues in relation to significant damages caused to property during the relocation process and additional costs resulting from the actions taken in response to these issues.
FIDI Global Alliance Complaint
More alarmingly, when notifying FIDI – a global body representing organisations like Mexpack – that Mexpack may have committed fraud and directly breached Anti-Bribery & Anti-Corruption Charter, the agent at FIDI simply replied by saying they were going on holiday for 2 weeks 🤯
Mexpack Reviews
Thomas Schmidt and Sebastian Schmidt Mexpack Reviews from family relation of Alexandra “Ale” Schmidt (Facebook / LinkedIn), a Mexpack director; and Moises B Cruz Aguilar‘s Mexpack review who is a former Mexpack employee.
Mexpack Relocations : Damage References
