Company Response Review Report Review
Said driver was on his way; never came

Ron S Submitted this review about Auto Guard Transport LLC
Review made Live: 5/12/2014 9:51:00 PM
I booked for my car to be shipped from Homestead, FL to La Quinta, CA and a driver was supposed to pick it up on April 25. On April 24, I called the customer service person who set this up for me, Cosette Lara, who confirmed that the driver was coming the next day. She said she would call with plenty of notice and the driver wouldn't simply just show up. I emphasized to her that we needed this to happen on the 25th because we had a flight to catch on April 26 and would need to make alternate arrangements if the driver couldn't pick it up on the 25th.

On the morning of the 25th, I called Cosette and I got her voicemail. After not hearing from her by noon, I called and called and called. No answer except voicemail. In desperation, I looked up the company and got Cosette's supervisor, Lee. I told her that I left messages for Cosette, but had yet to receive a return call. I finally got a call from Cosette who said that they were having problems with the Internet and their tech guy was fixing it. She explained that their phones were VOIP, so that's why she couldn't call or access voicemail. She said that the driver was running late, but he was in my area and I should just hide my keys underneath the car the driver can just pick it up when he was in my area. She assured me that she would call within a half hour to update me on the status of the driver. Not one phone call from her after that and I continued to call her line and leave messages, but no response. Internet problem or not, there are cell phones.

I finally got a call from Lee from Auto Guard Transport two weeks after my car was supposed to be picked up. She said Cosette was let go from the company and that she never booked my car to be transported. That's nice, but Lee had my number and I don't understand why it took so long to call me. Instead, I was left hanging and had to scramble to make alternative arrangements that cost me a lot of money. I had to make arrangements to have someone look after my car, try to get a new company to ship it, pay a higher rate and pay for a rental car in California. Lee did apologize and said she can't think of anything to do for me other than to try to ship my car for free, but after my experience, I don't have any confidence in this company at all.

I'm glad others have had a positive experience with Auto Guard Transport, and I looked at other reviews before choosing them, but my experience with them has been horrible. They completely messed up my move and cost me a lot of aggravation and money.


Shipment Details
Origin State:
Florida
Pickup:
Never
Destination State:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
55413-WF
Quote or Order Cost:
$795

Company Response
Auto Guard from Auto Guard Transport LLC Submitted this response.
Response Date: 6/9/2014 1:39:00 PM
Ron, Again we are sorry. Leigh did offer to move the car for free to try and make up for the lack of effort Cosette put in. While we strive for perfection we did find out that cosette was not living up to our standards and let her go immediately. Each employee does have there own Telephone number and we had no idea the voice mails were being left. We have a perfect track record here and this will effect our customer base. Again We are sorry that Cosette did not follow up and move the vehicle. We hate to lose the confidence in our customers that we strive to gain.