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Horrible experience with Amerifreight and carrier

Amber Submitted this review about AmeriFreight Car Shipping
Review made Live: 10/10/2009 11:00:00 AM
I give them one star because the price was reasonable and they called me back with a quote quickly. Other than that the rest of my experience was negative. When I called to re-activate my quote I never did get a new e-mail, like Jonathon told me I would get, but luckily I had an old e-mail with the order number and was able to confirm online. Everybody was nice and helpful until I paid my deposit. After I paid my deposit I realized I had to pay an extra $295 to have it picked up the day I needed it picked up. That was my fault, I should have looked into it more. I was told a couple days before my car was supposed to be picked up I would get a phone call to confirm the date and approximate time it would be picked up...never happened! I called them two days prior and they said I would have a carrier by the end of the day because they had offers, but were waiting for a better company. Never got a call back again. I tried to call the next day and of course they are closed (keep in mind this is the day my car is supposed to be picked up.) So, I call the next day which is the day before I am leaving for California which they already knew and they told me they could not pick my car up until Thursday after I paid $295 to get it picked up on Sunday or Monday. I told them that was not acceptable because I had to leave. I am in the military and I have a report date that is not flexible! So, they sent a tow truck to pick up my car and apparently stored it until Thursday.

So, with a couple complications my car is on it's way to California and going to be ready for pickup on the 4th...or not! So I call the carrier on the 4th and of course the number Amerifreight gave me is incorrect. So I called to get a different number and Jonathon was already off work at 4:30 in the afternoon. The lady who helped me that day was awesome, she called the carrier and got me accurate numbers. They told me they were now expecting delivery on the 6th, which was okay because I understand there is a 7-10 day window. Well, the 6th comes...no car. 7th comes...no car. Finally I got a call from the carrier on the morning of the 9th. He said he was a couple hours from LA and was going to drop two vehicles there and would be on his was to San Diego which is an hour and 1/2 away. 12 hours later I get another phone call saying he had two more cars to drop off at two other cities in California and would call me in a couple hours when he was on his way. This was around 5 pm. At 8:30 pm I called twice and he never answered so I left a message telling him since he says he can not get on base (which is a lie because I saw other car carrier's on base) that I would need him to drop off the car in the morning if he didn't get here soon because I have three small children who needed to get to bed and I didn't want to take them out late on a Friday night. Well apparently he completely disregarded my phone call because I get a call at 2 am from this guy saying he is at walmart off base. When I asked him if it could wait until morning he said if I didn't come get it right now he had no idea when he would be able to get it to me. First of all why is this guy still driving, I know there is a 16 hour maximum of driving in one day so he is obviously breaking the law and putting my car and himself in danger of him falling asleep. Second, seriously, who wakes someone up at 2 am! This was absolutely rediculous.

I sent two e-mails to Amerifreight asking where my refund was since they changed the deposit amount on me and of course no reply. I also sent an e-mail to them complaining about the carrier...no reply!

I got a phone call yesterday from them asking me if I would take a survey online. I told them yes and then they asked me if I would be able to give them a 5 star rating and when I told them no they wanted to put me through to Jonathon who obviously does not care because he doesn't even respond to my e-mails. I told them just to send the survey so I could be over with it and the lady on the phone said okay and of course I never got the survey. They are obviously cheating to get their high rating because they never send the surveys to people who tell them they will not give a 5 star rating. The lady who called also told me she would instantly refund my $65. I still have not seen the money!

Poor communication, poor customer service, and horrible carriers. I will never use them again, the lower price is not worth it.

My carrier was: (APAT) Atlantic-Pacific Auto Transport LLC
Shipment Details
Origin State:
South Carolina
Pickup:
On Time
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
910001935-sv
Quote or Order Cost:
$1090

Car Condition
  • Vehicle was dirty
Company Response
AmeriFreight from AmeriFreight Car Shipping Submitted this response.
Response Date: 10/12/2009 6:48:00 PM
We are disappointed to hear that we were unable to have the customer finish her experience with AmeriFreight with complete satisfaction. We know that as a customer she placed her trust in our company to ship her vehicle. The customer placed the order at the Economy which is an estimated pickup window of approximately 5 days. Since she was in a time sensitive situation, she needed to upgrade to the Priority pickup. Our staff worked hard to secure a carrier that could accomodate her situation. We found a carrier that wanted additional money to be sure it was picked up before she left; AmeriFreight covered the extra cost. Our staff is available 8am-8pm EST. If a shipping agent is unavailable, there is always someone else who can assist you with any questions or concerns you may have. Sometimes delays do happen. If that happens we ask the carrier to contact the customer. When carriers fail to offer excellent service to our customers, they are reconsidered before continuing on our Preferred Carrier list. AmeriFreight expedited the customer's refund. Typically refunds are processed every other week. Every customer has the opportunity to leave a review. All quotes that AmeriFreight sends out explains the opportunity to do a review. With all that said, we still want to communicate that we are very sorry that Amber's experience with us was unsatisfactory. Anything less than excellent service is not acceptable and we will make every effort to ensure a similar situation does not happen again.