| Ben Armentrout |
| 4/7/2006 2:44:00 PM |
| All-Pro Auto Transport |
| Customer service was not so good |
I was disappointed by the way the Regional manager responded to my questions about dates and times my truck was to be pick up for transport to Florida. The first date came and when with no one from All Pro giving me a call. I called a couple of times but a return call never came. Finally, I got a hold of one guy and he says the driver can not make it on the original date. Then he assures me the guy will be at my house for the pick up between 8:00 and noon the next day. 12:00 noon rolls around and still no driver. I then call All Pro again to get a status on the schedule. Jane the manager tells me to call the driver to see what is going on. I told her why is it I have to keep up with the drivers, I thought that might be the disspatcher's job. I few minutes later, the driver calls to tell me he is in Santa Fe, about an hour away from Albuquerque. My main gripe is the lack of response to my phone calls. Jane, also, made me feel like I was being annoying when all I wanted was to know when the driver was going to be at me house to get the truck. I would not use this comapny again.
FOLLOWUP
I am glad I checked back to this web site. The story given is certainly skewed to make it seem I am the villian. All I wanted was some feedback about the progress of the move. Brent had the nerve to call while I was on the road to discuss the complaint. I asked him to call me when I got to Florida and I would be happy to discuss the problems. But he demanded that we solsve the problem while I was driving. I did not want to do that. He was being a little hotheaded so I hung up on the guy. He keep trying to call back but I did not answer the cell .When I got to Florida I call All Pro again to get status on the move. I was informed that my money had been refunded and I would have to pay cash on delivery to the transport driver. So when my truck arrived I had to make a trip to the bank to get the cash That was cool with me they did not get a dime out of it.
All I got to say is check out the company's rating on the BBB.org website. Which is copied below. I will be filing a complaint with the BBB.
The Better Business Bureau®
Serving Metropolitan Dallas
1601 Elm Street, Suite 3838
Dallas, TX 75201
(214) 220-2000
www.dallas.bbb.org
All Pro Auto Transport
3625 N. Hall Street Suite 900
Dallas, TX 75219
Telephone: (214) 459-1261
The BBB reports on members and non-members. If a company is a member of the BBB, it is stated in this report
BBB Definition:
report - A summary of activity reflected in a company's BBB file. Includes basic business background, BBB membership information, and Bureau complaint activity over the previous three years. Also reports may include any known government actions, advertising issues or other information that results from activity conducted by the BBB.
.
Customer Contact: , Owner / Manager
File Open Date: June 2005
TOB Classification: Auto Transporters & Drive-Away Companies
BBB Membership: This company is not a member.
Customer Experience
Based on BBB files, this company has an unsatisfactory record
BBB Definition:
unsatisfactory record - A company has an "unsatisfactory business performance record" with the Bureau is based on the experiences reflected in BBB files. This file condition results when the company has failed to resolve or respond to complaints, repeatedly failed to respond or resolve issues in a timely manner, failed to resolve the underlying issues for a pattern
BBB Definition:
pattern - More than 2 complaints involving the same allegations usually within 12 months that are significant in relation to the company's size and volume of business.
of complaints, failed to honor their commitment to mediate or arbitrate disputes or honor mediated agreements or arbitrated decisions, failed to substantiate, modify or discontinue false advertising claims that are challenged by the BBB, or failed to discontinue unauthorized use of the BBB name and logo, a Federally protected trademark.
with the Bureau due to failure to respond to two or more complaints.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
The Bureau processed a total of 2 complaints about this company in the last 36 months, our standard reporting period. Of the total of 2 complaints closed in 36 months, 2 were closed in the last year.
Customer Service Issues
BBB Definition:
Service Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.
BBB Definition:
Customer Service Issues - Claims alleging unsatisfactory customer service, including personnel's failure to provide assistance in a timely manner, failure to address or respond to customer dissatisfaction, unavailability for customer support, and/or inappropriate behavior or attitude exhibited by company staff.
No Response
BBB Definition:
No Response - The company failed to respond to the complaint.
2 - Company failed to respond to the BBB or to the consumer to resolve the issues.
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Report as of May 7, 2006
Copyright© 2006 Better Business Bureau®, Inc.
BBB reports may not be reproduced for sales or promotional purposes.
The information in this report has either been provided by the company or has been compiled by the Bureau from other reliable sources.
As a matter of policy, the Better Business Bureau does not endorse any product, service or company. BBB reports generally cover a three-year reporting period, and are provided solely to assist you in exercising your own best judgment. Information contained in this report is believed reliable but not guaranteed as to accuracy. Reports are subject to change at any time.
Report This Review
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| Posted by a representative of All-Pro Auto Transport on 4/14/2006 12:43:00 PM |
To Whom It May Concern:
Please accept this note in response to the recent negative rating our company received at www.transportreviews.com.
Our challenges with this customer (Mr. Ben Armentrout) began from our first interaction. It quickly became obvious that he was setting us up to dispute our charges.
Initially Mr. Armentrout demanded to pay our full balance by credit card. While this is not our normal method of payment, we acquiesced to Mr. Armentrout's request. Next, he was rude and aggressive with our sales agent after he had booked the order, received email confirmation and the payment exception, but BEFORE the vehicle was even to be picked up. On the pickup date, Mr. Armentrout was upset about the truck being a few minutes later than anticipated and would not accept the driver's personal phone number to track his vehicle. We take exception to both of these grievances. Motor carriers face many potential impediments to schedules, including, but not limited to: road hazards, traffic, and other customers. We apologized to Mr. Armentrout for being late, but by no means was our timing egregious. Also, we feel Mr. Armentrout was remiss in his interpretation of our offering him the driver's personal phone number. This is not an act we take lightly and it was done as a courtesy to Mr. Armentroud, not to pass on our responsibilities. Our drivers and customers know their personal schedules and local transportation routes best. When we pass a driver's information along, it's because we feel it is best for our customer to speak directly with the carrier that is trying to reach them and their vehicle.
Finally, on April 11th, our national sales manager and one of the owners of our business contacted Mr. Armentrout to hear his story and discuss how we might be able to resolve his concerns. Mr. Armentrout was terse, rude and mean to both of our people before he even knew where they were calling from. It is our belief Mr. Armentrout's intention was to be obstinate and disagreeable from the very beginning of this process, resolving to create an issue out of any circumstance which may arise. We have repeatedly attempted to contact him regarding his concerns with our service, but have been rebuffed at each turn.
While we regret this situation, we stand behind our service and feel Mr. Armentrout's review is unwarranted and was premeditated. At AllPro our customers come first. Let us prove it to you.
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Ben Armentrout gave All-Pro Auto Transport a rating of: 
| Review details | |
| Quote or Order ID: | 6422 |
| Quote or Order Cost: | $995 |
| Origin: | New Mexico |
| Pickup: | Late |
| Destination: | Florida |
| Delivery: | Late |
| Truck/Carrier Type: | Open |
| Dirty: | No |
| Items Stolen: | No |
| Damaged: | No |
| Honesty: |   |
| Knowlegeable: | |
| Hold Times/Promptness: | |
| Overall Customer Service: | |
| Primary Contact: | Jane Simmons |
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Valley Solutions, Inc.