Company Response Review Report Review
Poor Communication & Customer Service

Steven Submitted this review about Agape Auto Transport LLC
Review made Live: 6/30/2009 12:41:00 PM
PROS: courteous when taking the order
CONS: poor customer service
poor communication
not door-to-door service
not responsible for driver
biased reviews on transportreviews.com


I chose to go with AGAPE based on the reviews on the site. The staff were very friendly taking my order and they were prompt to get the business, but everything after that was very unsatisfactory.

Once the order was placed, I received a pick up time of 5/30/09 was assigned and I was informed that the driver would call me. No call was received by the driver on the day resulting in my loss of one days work. I called AGAPE notifying that I had not received a call from them and they argued that they had indeed contacted me. Before even trying to get to the bottom of the story, they blamed me on the missed pickup and subsequently rescheduled the pickup for the following week.

The second attempt for the pickup was on 6/6/09. The driver did contact me on the morning of 6/6/09 and stated that the closest that they could get to the location was 30-45 minutes away due to the road that I live on. (My home is on a the intersection of a large 5 lane road and a 4 lane road and I had an 18 wheeler move my furniture). We had to take two cars to drop of the car in order to be able to return home. This was not the door-to-door service that was claimed. Again, contacting Agape that morning, the AGAPE representative supported the driver stating that there was nothing that could be done. Once arrived at the remote location, we found out the only reason why the driver selected the spot was that it was convenient for him and that other people were also dropping off their cars there with great complaints. Furthermore, when talking with the driver about the first missed attempt, the driver stated that it was the first time he had ever received this order. In addition, the driver's inspection showed that my car 10 scratches, 5 "cracks" and 3 "dents" on my new car (which was recently washed for my own inspection which only had 1 dent and one small scratch) The overall pickup experience was horrible.

The delivery time was very fast so there was no complaints.

Once the driver was in the area, they contacted me to arrange a drop-off. Again, the driver stated that it would not be possible to come to my door. The driver wanted me to meet in Vancouver, WA when my drop off location was Portland, OR (about 30 - 45 minutes away). This was because he had a customer in Vancouver, WA. After stating that my order was for a door-to-door service, he finally agreed to meet me at an intersection that was 3 miles away from my home (again, an 18 wheeler vehicle came straight to my door and unloaded my furniture). They schedule the drop-off between 6-8pm so I walked to the intersection and waited the two hours. Calling the driver, they always said that it would be 30 minutes more. Finally, at 10:00pm the driver said that he would drive my car to my home and told me to walk home to meet him there. I tried to argue with him to meet me at the originally stated location, but he insisted I be at my home. I walked home and waited for the driver. They finally arrived at 10:45 PM! When I asked to inspect my vehicle, the driver insisted that everything was OK and told me to sign the paper so he could leave soon. I later found out that the bottom supporting bars of my car was scratched up as well as my exhaust.

I had contacted AGAPE multiple times regarding this situation and every time, AGAPE said they would get back to me after they follow up with the driver. AGAPE never did get back to me except for one time when they told me that they were still waiting for a response from the driver. As a broker, they are responsible for who they outsource but in this case, they never took any of the responsibility.

The outsourced party "Express Delivery" did do a follow-up and acknowledged that they had provided poor service. They agreed to compensate me, but I have not received anything from them.

I had referred AGAPE to another colleague prior to using them and they had the similar poor experience. I had learned that AGAPE provides a "rebate" for their customers to give a rating on this site of 5 stars thus biasing all the reviews. Please be weary of using their services.

Shipment Details
Origin State:
Tennessee
Pickup:
Late
Destination State:
Oregon
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
73268-IH
Quote or Order Cost:
$950

Car Condition
  • Vehicle was dirty
Company Response
Rebekah A from Agape Auto Transport LLC Submitted this response.
Response Date: 7/2/2009 11:12:00 AM
We really appreciate the feedback and take it very seriously when a customer claims they had a bad experience. It sounds like Mr Cheng was unhappy with the carrier and was treated well by Agape from the story he had told us. We always need to know if a customer has a bad experience with one of the carriers in our network because we will not be using carriers that give bad customer service. Mr Steven Cheng has provided inconsistent stories and so it is hard to understand really what the situation was. He has told us two different stories on his experience with the carrier, and then posted another story on this site. The carrier has refunded Mr Cheng money due to the inconvenience of Mr Cheng’s friend having to meet the carrier for pickup. The story Mr Cheng is explaining about the first attempt to pick up the vehicle is incorrect. We were actually picking up the vehicle from Mr Cheng’s friend. Mr Cheng was already in Oregon and his friend was not completely honest with him regarding the fact that he never returned the carrier calls and was not responding to the pickup. We did try to contact him all day, and he never responded to the calls for the carrier to pickup. The carrier waited the entire day but had to move on by the next day. We did assign a new carrier right away for pickup. The friend did respond to the call to come pick up the second time. We do our very best to make sure that the customers know that we do provided door-to-door service when we can get to the location. However in our Terms and Conditions the customer signs it does state that there are times when the carrier will not be able to fit down certain roads or neighborhoods and the customer will have to meet the carrier in another location. Mr Cheng also made a comment in his review that there was damage to his vehicle. We were never informed of this and still have not been informed of this by Mr Cheng. We always answer our calls and provide excellent service and that is why we have such great ratings. We do offer a rebate for customers to post a review however all customers qualify for the rebate not just good reviews. Mr Cheng has not been completely honest with us or the review site about his experience, the stories are inconsistent. We thank him for his review and take these things very serious.