Our experience with American Auto Relocators was far less than satisfactory. Marked mostly by less than full disclosure about “guaranteed” (or even approximate) pick up and delivery dates, to discourteous replies to follow up questions and finally angry exchanges when we were forced to seek another firm’s services, we can hardly recommend this company to anyone who needs to ship an auto and wants to know with any degree of certainty when it will arrive. The details of our experiences follows:
First contract was on May 2nd for 595.00, was 645.00 but they offered us a $50.00 military discount. Our deposit was $145.00. On the contact it said the estimated ship date was 12/31/1969. Then we decided to add another car on 5/22/08 so our total is now 1190.00 and deposit is 220.00 and our estimated ship date is 6/16/08. So we patiently wait for our pick up on the 16th. We get no phone call from American Auto Relocators or the truck. So we call to find out what is going on. After finally getting through 30 min later. That’s after hanging up after I kept getting the answering machine. I get told that the truck is held up because of the weather. This is when the flooding was happening in the mid west. So I said okay when do you think he will be here? He should be there tomorrow he will call you 12-24 hours out. So on Tuesday still no truck or phone call from the truck so I call back to the office. This time I get transferred to the truck’s answering service and leave a message. Which I never get a call back from – I’ll tell you why in a few. I leave messages with American Auto Relocators and don’t get calls back from them either. So I just keep calling and they keep telling me that they are trying to get a hold of the truck driver to find out where he is and what is going on. Thursday we call and the owner of the company tells my husband that if we don’t stop calling the office to find out about our transport she will cancel our order. So this goes on till Friday when we are supposed to be leaving for Texas. So Friday morning I call to find out if they have our truck or not since we are to board a plan in 5 hours. They keep telling not to worry they will call me back in 10 minutes. After 1 hour I still don’t have a call back so I try calling them. It takes me an hour to get someone to answer the phone just to be placed on hold, and then the answering machine picked up. So I call back it takes another hour and this time I get put on hold and then they hung up on me. So we missed our flights, because we could never get them to tell us what the deal was. They wanted me to leave our keys at the front desk of the hotel for the truck driver who no one could get a hold of to pick up later, but couldn’t tell me when that would be. So I called back to cancel our order but of course had to leave a message. Later that day I contacted Cascade Vehicle Shipping, Inc to see if they could help out. I told the lady our dilemma and she looked up on and saw that our order with American Auto Relocators was still available. We had never had a truck like they said we did. That is why the truck driver never called me back. I looked back at our cell phone bill to see how many times we tried to call them in those 5 days and it was 30, how many times did they call us 0!!!!! And they never called back about wanting to cancel. So I sent an E-mail to them and this was there reply Dear Customer, While we appreciate you anxiety, this order was booked with an estimated ship date and a minimum 3 to 5 days windoe on all pick ups. You had it scheduled for the 16th, today is only the 20th, and we are still within our timeframe. There was an option in your order to have a "guaranteed" date at a higher rate, but you were uninterested in paying that rate. Therefore, we will cancel you order and your trucker, and we will refund your deposit minus your cancellation fee. Please allow 7 to 10 days for the refund to appear on your statement. Dianne Sales Dep't American Auto Relo. 888-992-2248, ext.1. www.auto-relocators.com
They say that there was an option to pay a higher rate for a “guaranteed” date, and that we didn’t want to pay that rate. First off that was never offered to us. In the contract it states that 3-AARP AGREES TO PROVIDE A CARRIER TO TRANSPORT YOUR VEHICLE AS PROMPTLY AS POSSIBLE IN ACCORDANCE WITH YOUR INSTRUCTIONS AND TRUCKER AVAILABILITY BUT CANNOT GUANTEE PICKUP OR DELIVERY ON A SPECIFIED DATE UNLESS BOOKED AS SUCH ON PAGE 1. AN EXPEDITED, OR GUARANTEED PICK UP DATE CAN BE ARRANGED FOR AN ADDITIONAL COST OF $75.00 PER VEHICLE, IF THE CUSTOMERS NEEDS A GUARANTEED PICK UP DATE THIS OPTION MUST BE CHOSEN. IN THE EVENT THAT THE CUSTOMER (SHIPPER) CANNOT WAIT FOR PICKUP AN ADDITIONAL FEE OF $85.00 WILL BE CHARGED PER VEHICLE IF A PICKUP SERVICE MUST BE ARRANGED. A NON-REFUNDALBE ADMINISTRATION FEE OF $75.00 PER VEHICLE WILL BE ASSESSED IN THE EVENT OF CANCELLATION (BY THE CUSTOMER). So as you can read that it wasn’t a higher rate it was a $75.00 fee which I didn’t think we would need. If they would have just been honest with us and said we don’t have a truck for your pick up because we quoted you way to low and no one will come and pick up your cars. We have to raise your price so we can get a truck to commit and come get them. But that was never done. We just keep getting told we are trying to get a hold of the truck driver. We still haven’t received our refund from them and it is now the 10th of July. I will never recommend this company to anyone. Please beware. From an unsatisfied customer in Texas.
Shipment Details
Origin State:
Kentucky
Pickup:
Never
Destination State:
Texas
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1229384
Quote or Order Cost:
$1190
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