Company Response Review Report Review
WARNING - DON'T USE

jacklene Submitted this review about America's Choice Auto Movers
Review made Live: 7/5/2006 4:27:00 PM
I picked this company after reading lots of glowing reviews. We got several quotes and this company was NOT the cheapest. We went with them solely because we expected good customer service the service we got was TERRIBLE. We are in the military and have to move a lot, hence we have shipped a lot of cars and I will NEVER use this company again. Our Honda was picked up two days late because they hired a driver that had the brakes go out on his truck. This should have been our first warning that there was something shady with the company. Then the driver had the nerve to pick the car up at Midnight! We were given a quote that it would be 7-9 days from pick up to delivery - the car was delivered in 18 days. We called 4 different times to check the status. Each time the girls answering the phone said they would contact the driver. Each time they promptly called back and said two more days. Never once did they have the curteousy to actually pick the phone up in advance to let us know that the car was running behind schedule. When the driver did contact us we were informed that he didn't know how to read street signs because he can't read English and was unable to get to the point of drop off - Sacramento CA. He wanted us to go to Stockton - 40 minutes south. We refused obviously. We had paid for door to door delivery. When I had finally had enough I called to make a complaint. Brooke (who claims to be an owner of the company) got very defensive and told me I was exagerating and hung up on me. I told her I was going to post a negative review online and Brooke's response was that she didn't care - she thought this was a "fake website" anyway. Brooke also refused to give her last name which makes me feel that she is lying about being an owner of the company. It is public information anyway, so not only am I writing into this website to let everyone who cares about reading reviews know how this company really feels but I also plan on filing a complaint with Better Business Bureau. I have been in customer service for 11 years and my husband is in public relations. We can honestly both say THIS IS THE WORST EXPERIENCE WE HAVE EVER HAD WITH ANY COMPANY! They are not proactive with dealing with problems, they are quick to place blame instead of take responsibility, they offer no refund for the trouble (despite us being out of pocket for a rental car) --- BUYER BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!

Poster: John
Date: 7/5/2006 8:29:00 PM
Reviewed: America's Choice Auto Movers
Subject: Re: Warning - Don't Use
Review: I am the husband of the person who wrote the review entitled "Warning: Don't Use" and I have to laugh at the fictitious response submitted by Brooke with America's Choice. For the record, we never requested that we receive the vehicle for free, even after the car took 18 days to arrive. Do your basic math -- that's nine days past promised delivery, not four. We simply requested a partial refund since we were without a vehicle for nine days. Check your audio tapes Brooke since you are so quick to point out that all of your phone conversations are recorded. The driver finally showed up, apologized for not knowing where he was going and blamed the situation on not having a map. Maybe next time, America's Choice will hire drivers and provide them with working vehicles and the adequate information to make their deliveries. My wife also spoke to the owner of this company, Anna Campbell, who said that average delivery times this time of year are 10-14 days, even though they disclosed in writing to us originally that it would take only 7-9 days (check your audio tapes again). I guess they will tell you anything to get you to sign their contract. If you read previous reviews of people who've had bad experiences with America's Choice, you'll see similar themes -- lack of communication, lack of customer service and a bizarre lack of desire to assume any responsibility for their errors. Feel free to contact us via e-mail if you have questions about our experience. Use this company at your own risk.
Shipment Details
Origin State:
Virginia
Pickup:
Late
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
12146
Quote or Order Cost:
$1050

Company Response
Brooke Price from America's Choice Auto Movers Submitted this response.
Response Date: 7/6/2006 10:22:00 AM
This customer offered us two choices: 1. Offer them a refund and move their vehicle for free or 2. Receive a negative review on this website. We chose the negative review because we believe that our potential customers will see past this review because it is not a legitimate claim against our company. This customer called our office today 7/5 and her first statement was “I hope you are a manager because I am going to start screaming and I am going to post the worst review for you company”. This was the first thing that she said. I then asked what the problem was and she went on to tell me that 1. the driver broke down, picked up the car late and cannot read English at all! In our drivers defense I have to say that he can read, speak and write in English just fine. The DMV requires a driver to be able to read to obtain a drivers license. After she went on to tell me that our driver wanted her 85 year old grandparents to drive 45 minutes to meet them, I called the driver directly to get his side of the story. The driver called the delivery location and was put on the phone with a man who could not tell the driver if his residence was located off of Hwy 5 or Hwy 80. He then told the driver he could meet him at a truck stop, but did not know the name of the truck stop or what street it was located on. The delivery contact then went on to ask the driver if he could read English. The problem with this whole story is, the customer who posted the review is not the person who spoke with the driver, so once the story got back to her, she was screaming about what the driver said, but she did not actually talk to him, so I believe she is exaggerating the story. I did not give this customer my last name because she was making threats against me personally and harassing me, I did not feel comfortable providing that to her. We do apologize to the customer because their vehicle was 4 days late; this was due to mechanical problems which are out of the control of the broker/carrier, which was also explained to the customer. Brooke