Company Response Review Report Review
verbal vs. written promises

Rita Craner Submitted this review about AA Auto & Home Movers
Review made Live: 9/17/2009 3:26:00 PM
I made the fatal mistake of being back to the wall, desperate and hurried when I dealt with Mr. Mazzarell of AA Autmovers of Parsippany, NJ on 8/14/09; I needed my car moved, and the original carrier stopped returning my phone calls (guessing a mention of insurance co. meant he stopped talking with me and my husband) and we were moving 8/18. I told Mr. Mazzarell of my plight and he verbally told me it "could" happen as soon as the 15th (Saturday), even on Sunday the 16th but that it would certanly be moved by the 17th. I provided him with all the data, including my credit card number for the down payment of $225., the balance of $500. to be paid to the driver upon delivery in CASH or certified funds only. When he faxed the info to my former employer's office ( I had retired a few weeks earlier,but still retained some standing to do so), I was waiting. The Order stated a schedule period of 8/16 - 8/19/2009. I called and told him this would not work as we expected to leave town on the 18th. He spent approx. a half hour, in his words, looking for his dispatcher who must have been out for a smoke. He resubmittd the order with the comment: "customer prefers 8/15 or 8/16-8/17 latest date they can be there". I signed this amended version and felt my car would be moved as I expected. When Monday the 17th arrived and no transport was in sight and as I no longer had even a telphone and as my worldly possessions were being loaded onto a moving van, I became very concerned and tried to contact Mr. Mazzarell to no avail; I left multiple voice messages and no calls were returned. At 2:33 p.m.I conacted customer service (Kristen) and at 3:20 p.m.,I again called and spoke with Mike. At about 4:30, I received a call saying a transport would be able to pick up my car on the 19th or the 20th - told this person, too late and I wanted to cancel the order. She requested I do so via fax and/or e-mail. I told her at that late time, I had no ability to do that but would do so the next day, and she said that would be OK. I faxed and e-mailed the instructions the next morning through my former employer. When my credit card statement for August arrived, I found AA had charged $100. to my VISA account. I tried to contact AA via e-mail and have never received a response from them. My credit card company has reviewed this, and in my desperation, I evidently missed the small print about the charge for cancellation once the order has been made; the verbal promises of Mr. Mazzarell mean nothing; his indication of Sat. and Sun. pickup evidently does not agree with the written policy of those days not being business days. So, I am out the $100., and my car, by the way, was sold the day before we left New York State at a loss of $$$$ as well in order to close a deal quickly. My caveat, of course, is to read what you are signing, and do not think for a New Jersey minute that a man's word is to be taken at face value. Also, realize that AA Automovers, despite the picture of the auto hauling transporter on their logo, are not a transporting company with a fleet of trucks and a "dispatcher" of said trucks. This is a brokerage company who deals with independent truckers who bid on these orders on a job-by-job basis. I have no recourse at this time other than to express displeasure and also to say "shame on you, for taking advantage of a desperate senior citizen". I fully admit to being distracted and my price was $100. I will be way more diligent in the future.
Shipment Details
Origin State:
New York
Pickup:
Never
Destination State:
Florida
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
#F75653
Quote or Order Cost:
$725

Company Response
Mark from AA Auto & Home Movers Submitted this response.
Response Date: 9/17/2009 4:35:00 PM
Ms. Craner’s order shows she approved a pickup period of 8/16 through 8/19. When we contacted her on 8/17, she had already sold her vehicle. When she placed her order on 8/14 there must have been some thought and some action taken to sell the car rather than ship it. That her order with us was placed so late in her need is not our fault. So we were engaged in working on behalf of Ms. Craner when she was also working on selling the car. If you contract a mason to create a driveway for you and that mason hires workers to dig out the driveway to prepare it for pavement and then you say – know what – I changed my mind and I don’t want a driveway. Those workers still have to be paid and it should not come out of the mason’s pocket. No one here made verbal promises that were not kept. The customer’s perspective is flawed. Folks, we will do our very best to schedule a carrier as contracted and will not charge our fee until we complete the scheduling as agreed. If you do not allow us the full contract time you sign for, you will be charged a fee to cover costs incurred thus far. This is fair. This cancellation fee is stated right at the signature line on the Terms. Please don't cry "verbal promises' or pull the senior citizen card when you don't handle your business appropriately. We are sorry that she did not make money on the sale of her car. That too is not our fault.