Company Response Review Report Review
Not recommended

Kristi Submitted this review about American Auto Relocation Pros.
Review made Live: 7/8/2007 3:22:00 PM
I had scheduled my car pickup about 3 months in advanced. Up until actual transport, it was alway easy to get a hold of someone from customer service on the phone. My car was tentatively scheduled for pick-up on 14 June. Customer service has informed me earlier that clients will usually receive a courtesy call from the driver 24 hrs prior. The day before I called customer service since I had not heard from the driver. Customer service said that I was actually scheduled for 15 June. Ok, no problem. I did receive an email 15 June saying my pickup was scheduled for 14 June though. I didn't receive a call from the driver on 14 June. I didn't receive a call from the driver on 15 June in the morning so I called customer service again and after about an hour of calling until someone picked up the phone, I got someone on the line. She (don't remember the name) called the driver for me and she was very professional and understanding of my growing anxiety. She talked to the driver and she said he was up in Hollywood (I'm in San Diego). The driver said he would be down later that day and I should receive a call in 1-2 hours. About 3-4 hours have gone by and no call. I try calling customer service again and due to the time difference and office hours, they were close to closing. There was never an answer and I left a message and I finally called to the sales office and they gave me the number of the driver. I called the driver and he said he would be driving down to San Diego that evening to get my car. Around 10 pm, I called the driver and he said he was still making his way down to San Diego and would staying the night here and will pickup the call the following day. Ok. So, it's Sat, 16 Jun and it pushing to be early afternoon and no word from the driver. I called and he said he was still in LA area. Huh?! He just said the other night he was driving down to San Diego. Anyway, he said he would be down in San Diego later that day. I mentioned that I really needed to know a more definite answer as I'm leaving town on Sun and might have to cancel if he can't make it. He said I should probably cancel. Great. Anyway, he never came on Sun. By late Sun evening, I managed to make arrangements with one of my friends in town to take my car to the pickup location wherever that might be since I was leaving for a trip on Sun, 17 Jun. The driver finally called me early Sun morning before my flight and I gave him the info to contact my friend. Although I have not heard about her entire experience, she did say that the driver also gave her the run around and after 3 hours of going back and forth with the driver and picking a location, the driver finally picked up the car. The problem was not that our car was not picked up on the exact date but rather we could never get a straight answer from the driver or even an honest answer. I have usually pleasant and very cordial on the phone each time I communicated with the driver.

This entire experience was one big anxiety attack. Also, customer service NEVER called me back from the message I left.

The only slight (and I mean very slight) redeeming factor was that the car was delivered with a few days.

I understand that Auto Relocators are mediators and they are not directly responsible for the drivers, but you should still ensure the reliability of drivers. I would not recommend this company.

Also, I know Auto Relocators has stated in previous comments that there is a anywhere from a 3-5 or 5-10 "flex" period for pickup if you don't pay extra for a guaranteed date but it does not state those 3-5 or 5-10 days or time frame in the contract of anywhere else but just says there is no guarantee on pickup date.
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
Texas
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
930490
Quote or Order Cost:
$640

Company Response
Dianne from American Auto Relocation Pros. Submitted this response.
Response Date: 8/3/2007 3:22:00 PM
Unfortunately for the customer, the issues with this shipment were on the behalf of the trucking company we hired. This trucker has since been disciplined and is no longer working for our company. Although that does not help the customer now, we would like to apologize and have emailed her a rebate coupon if she ever decides to ship her car in the future. While we are glad that she received her car quickly after it was picked up, and that the car was in excellent condition, there is no excuse for the truckers lack of communication, and we apologize and have taken steps to avert a situation like this in the future. Thank you.