So I'll start off by saying that my vehicle was delivered on time and in good order. The trucking company, JK Auto Transport, did a good job with communicating with me and working with my needs. The car arrived with lots of dirt around it, but that is to be expected as it was a cross-country drive in an open carrier. They did door to door delivery and called me 30 minutes before arriving to pick up the vehicle and 30 minutes prior to drop off.
While I am happy with the delivery of the vehicle, getting it to that stage was not so fun. I chose this company based on the positive reviews, but I did not have the same experience as everyone else. First, I filled out their online form to get a quote. When I got the quote, in the email it said that the agent on there would contact me within 24 hours. I had to call him after two days because I heard nothing back. Second, when I did call I was quoted a price of ~1000, which seemed a bit low, but I was okay with going up to 200-300 more to get my car shipped. Jorge and I agreed that that was okay. I said the vehicle would be available for pickup by Saturday when we talked on Tuesday.
A few day passes with no communication, so I emailed Jorge only to get an automated reply saying he would be out of town for the next two weeks. I then went into super panic mode because 1) he was supposed to be getting my car shipped and 2) I had lost about 5 days waiting around for him to do this. So I called and asked what was going on, only to find out that someone else would be taking care of my order while he's out of town. You'd think that in the previous 5 days, Jorge would have mentioned this. I would be okay with it, people have travel plans, I understand that, but to leave your customers in the dark about it is terrible.
As is the usual, I hear nothing for 4 more days until I get an email saying they've found a carrier and I need to call them ASAP. I called and that was when I learned the price had jumped up to 1450, which was much higher than the original quote and the quote+a buffer. I asked why this was so and was told that no company would do it for less. Given that this is their business, they should have been able to give me a more accurate quote instead of giving me a low price to lure me in and then do a bait and switch when I had no basically had no more options.
In the end, I would have been perfectly happy if they had just been upfront with me about everything. I would have been okay being passed to another agent to handle the shipping. I would have been okay with a higher price, had that been the price presented to me originally. But what I got was just bad customer service. I do have to say that the lady who helped me in the end was great and was very communicative about the steps that I had to take. If she was my agent from the beginning, maybe this review would be different.
from AmeriFreight Car Shipping
Submitted this response.
Response Date: 4/25/2014 6:35:00 AM
The experience our customer had with AmeriFreight is unacceptable. We have admittedly fallen short of our goal of providing superior customer service. This is not our normal way of doing business. An internal investigation will be conducted and the necessary steps will be taken. We sincerely apologize to our customer for the inconvenience and will do our best to avoid this lack of acceptable customer service going forward. We appreciate the feedback.