Review Report Review
Could Not Get Started With Angel's

Mark Submitted this review about Angels Moving Autos
Review made Live: 8/11/2005 9:49:00 PM
Sorry...forgot to rate them on my last post.

The following is a summary of the incredible experience I had over the past week, starting 8/3/05 with Angel's Transport in California.

Here is the EXACT chronology of my effort to work with Angels Transport to simply have my son's car in suburban LA transported to a college in Dallas:

1. I went on your website on Aug. 3 and went through the website estimating process at a leading company and as a price comparison tried Angel's site.

2. Angel's estimating site was down and per the site's suggestion, I called them directly to get an estimate. When I called, I was passed to two people. They claimed that the website was malfunctioning and that they usually did not engage in this part of the transaction. I was okay with this as I was just trying to get a second quote, and I really don't know anything about the sophistication of auto transport agent businesses. I was given a verbal $795 quote and told that the only way to place and order was through the website that would be operational shortly thereafter. As I was under a bit of a time crunch, I also attempted to establish timeframes. I was told that LA-Dallas was a heavy route and that the car would likely be picked up in two or three days and delivered within a week or so. No problem. I then rushed to get the car serviced and prepped for a early week pick up. Again, no problem.



3. I tried multiple times to get in to their site over the next day or two with no success. Finally on Friday, I called again because their price was substantially lower than the competition's. They indicated that website was still on and off and that I needed to place the order via it.

4. Finally on Friday afternoon the site worked and I placed the order. When you place an order on Angel's website, they do not inform you of any terms or conditions. Nor do they inform you that you need to pay them their fees before they schedule you. Again, no problem as I did not even know at the time about this realistic two step process.


5. On Monday afternoon, I checked the website to see when they were going to pick up the car. They had no record of my order. At this point, I called again to make certain that everything was tracking. I got a very nice lady on the phone who told me that she had not yet downloaded the weekend's (even though I submitted my order on Friday) Internet orders. Then in real time, she told me that her boss must have come in over the weekend and had accidentally deleted all of the "weekend" Internet orders. I asked if they were retrievable, and she professionally did so. She found my order. I then asked her about the timing and she told me a very different story than the person who helped me the previous Wednesday-a week to 10 days to pick up and another week to 10 days to assure 100% delivery. I asked her whether she could flag the order as somewhat special/urgent because of what I was previously told. She assured me she would; although she made no promises. I'm still okay with Angel's at this point-although a little concerned and I now I know that I am going to have to hand hold them through the process to recover lost time.

6. I then hear nothing for two days, and I try the website and it does not acknowledge my order. So I call Wednesday for the fourth time. I get Leone on the phone and she tells me they have the order and that I need to send them a deposit/contract that has been e-mailed to me and my son's E-Mail addresses. Neither one of us had received the contract. As such, I as her to fax it to me and she huffs and asks me my fax number (which is already on the order form). I then ask her whether my order is at least in the system, and she tells me that she cannot process the order without the contract. As a business owner, I completely get this-but I had no idea how the system worked. Otherwise, I would have called them to have them fax over the contract last Friday-(I just wanted to give them my money for what should have been a one-half hour process). Then Leone starts getting a bit hostile when I do not understand how to answer her line of questioning to determine when I need he car in Dallas (as in my mind based on the conversation that I originally had with them over a week ago suggested that the car might already be there!). I am in the consumer products business, and I know the obnoxious travails that Customer Service agents endure...however, when she told me to "relax and not get mad at her" when I finally said do you guys want to do this order or not. Admittedly, my tone was rushed with Leone (as I am just trying to get a car shipped to Dallas before my son starts college); but it was certainly not emotional. Leone, then curtly cut me off indicating "we're not communicating and I am no longer talking with you"...and then I was put on hold for 3 minutes whereby I just thought it was not worth the effort and that any transaction that I did with them might be sabotaged because I was likely being labeled internally as a trouble-maker.

7. Again in their defense, I did receive a telephone call from Ann at Angel's later that night..suggesting that I hung up (which I did after three minutes). I did not return the call.

I then called Bulls Eye and got the whole thing done in 25 minutes with follow up calls and an e-mail the next morning morning.

Shipment Details
Origin State:
California
Pickup:
Not Provided
Destination State:
Texas
Delivery:
Not Provided
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
55423
Quote or Order Cost:
$795