Company Response Review Report Review
Car Transport

Brian Submitted this review about Auto Transport 123
Review made Live: 1/2/2014 7:20:00 PM
This review is for a shipment that took place a year ago, been busy with everything but finally have a few moments to leave a review that some people may find helpful. I have moved plenty of times being military and working for the DoD and this is by far the worst experience I had with transporting a vehicle. I originally called around to get some price quotes and get a feel for some of the companies and Christian with Autotransport 123 seemed very knowledgeable and had me convinced to go with them. The quote was quite a bit higher than other companies, but how he explained it seemed like a good justification, however now that I look back at it, not so much. I was told that upon pick up, I would be charged $400 which I was good with and upon receiving my car in Alaska I would pay the remaining balance. Somehow that changed to $975 upon pick up of the car with no real explanation on why. The drivers, who worked for Melan Enterprises Trucking LLC. called and asked to pick up the car a day early which I was more than ok with. The truck drivers themselves seemed alright, but not really presented in a professional manner, however they seemed like they knew what they were doing. A day after the car was picked up, AT123 called to gain some last minute information on my car so that it could be picked up, when I informed them that the car was picked up the day before they were a little surprised and asked who picked it up. I informed them it was Melan Enterprises and they said ok. The car arrived to the port in Camp Washington on or around December 5th and I was informed that it would be sailing out within a day or two, however this was not the case. It actually didn’t sail out until December 11th, which was actually the estimated delivery date of my car. That wouldn't be so bad, except for the fact they chose to go with a barge instead of a ship, so now my car won't be arriving until on or around the 26th of December, well after my estimated date of delivery. And to add on to the disappointment of the delayed delivery, AT123 also charged my credit card the remainder of the balance once my car arrived to the port in Washington, when Christian specifically stated that I wouldn't be charged the remainder until I picked up my car in Anchorage. Janine told me that this was a misunderstanding and that this is normal practice when going through ports. I have emailed them multiple times with no replies, and their tracking system does not work as was described when they are selling their services to you. Even when calling, you are usually on hold a good amount of time before talking to someone and then once you are talking to someone you get the feeling like they are trying to rush you off the phone. There have been too many inconsistencies that have happened since the time I placed this order and upon receiving my car and I am not happy with the customer service or how everything has played out thus far. I finally received my car much later than I was initially told and discovered among picking up my vehicle that the driver side mirror had been replaced. The only way I could tell that the mirror had been replaced is because the color did not exactly match the passenger side mirror and the fact that the driver side mirror also no longer is a heated mirror. I called all parties involved in the transport of my car and of course nobody knew anything. Thankfully I can put this experience behind me, but one thing is for sure, when I return to the lower 48 states after my tour here is done, I won't be using AT123, if I have to I will tow the car behind my truck...

***Update***

My initial review was flagged/marked by AT123 as a non customer review even though they obviously had the knowledge that I was indeed a customer. Additionally I have received a few emails requesting me to contact them ASAP in regards to this review so they can correct this, however what is there to correct? What is done is done...

My responses to AT123's three statements:

#1: This all makes sense, and I understand however it was not explained to me at the time of signing the contract so I was unaware of this and therefore pretty upset at the time.

#2: A barge and ship are two totally different things and the way my vehicle came was not the only option as my truck was also shipped up here and came via ship. A barge takes longer(and in turn is cheaper) to get up here from Sea-Tac than a ship does. The ship comes directly to the Port of Anchorage while the barge docks at Port Whittier and then the cargo needs to be brought to Anchorage from Whittier via the Alaska Rail Road. So to say that the way my car was shipped up here is the only option via water is not correct.

#3: I assure you that I spoke to Janine via telephone a couple times regarding the mirror on my car. She told me that she spoke to the carrier and that as far as they know nothing happened. I also talked to Alaska Auto Transport here where I picked up the car and asked and they informed me that they didn't know anything about the mirror as well. It's really not a big deal as the mirror was replaced, it would just have been nice to know about it. As far as the $100 refund that AT123 refunded me, it was for more than me just calling and complaining about misunderstanding the process, it was also for removing my initial review that I posted last December from this site. But I am sure that phone conversation wasn't recorded either...

"Response: Posted by a representative of Auto Transport 123 on 1/2/2014 2:07:00 PM

We thank any customer even one from over a year ago for any feedback. Just for the record we ship over 100 cars a year to either Alaska or Hawaii. Our process is exactly the same for every customer and there has never been a negative review left for one of these orders in over 3 years.
#1. We take payment for our carrier pay on pick up, the price for the port is always paid when we must pay it which is the same with every single transport company in the world, then the unit can be picked up from the port with no money owed.
#2. A barge and ship as you claim it or boat for that matter are all defined as the exact same thing. The only difference is a barge has a lower deck for cars or freight. Which just so you know is the only option via water to ship your vehicle.
#3. Finally the mirror you claim was damaged was absolutely never recorded with your over 20 calls and emails during the time of your order. Considering we refunded you $100 for nearly no reason I would have been happy to pay for nissan altima mirror. I dont think anyone would replace a mirror for your prior to claiming damage that is absolutely unheard of lol. Usually the issue is getting a carrier to pay for a damage as you can see on this site for many other brokers.

Furthermore this customer was refunded Order $100 back on 12/17 when he called to complain because he misunderstood the process although it is the exact process we have processed over 300 times for over the past 4 years


12/17/12 2:33 pm Transaction 4871167835 has been successfully ACCEPTED by the system. Below is a summary: Transaction ID: 4871167835 Payment Method: XXXX9013 Amount: USD (100.00) Customer Name: Brian E. Reed

Find another auto transport company who refunds customers merely on the fact that he misunderstood the process and was unhappy."
Shipment Details
Origin State:
Georgia
Pickup:
On Time
Destination State:
Alaska
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
223546-KH
Quote or Order Cost:
$2750

Car Condition
  • Vehicle was damaged
Company Response
Keith from Auto Transport 123 Submitted this response.
Response Date: 1/3/2014 2:35:00 PM
UPDATE TO NEW REVIEW: 1. CUSTOMER ADMITS OUR FORM OF PAYMENT IS CORRECT, YET MISUNDERSTOOD AT TIME OF PLACING HIS ORDER. 2. IS COMPLETELY INCORRECT ON HOW OUR QUOTE BARGE SYSTEM WORKS CONSIDERING 99% OF THE UNITS SHIPPED INTO ALASKA ARE VIA THE SERVICE WE USE. WHICH I CAN PROVE WITH FACTUAL EVIDENCE FROM THE FMSCA 3. CUSTOMER ADMITS TO COMING TO AN AGREEMENT WITH US AFTER PLACING AN INITIAL REVIEW THAN WAITS OVER 1 YEAR TO REPLACE THE SAME REVIEW HE WAS COMPENSATED TO NOT PLACE. WE NEVER HEARD A THING ABOUT A MIRROR ONCE AGAIN. I AS THE OWNER OF THIS COMPANY HAVE SHIPPED OVER 1,000 MEMBERS OF THE MILITARY I WILL PROVIDE CREDENTIAL ORDER #'S, CONTRACTS, AND REFERRALS FOR EACH AND EVER SINGLE ONE. THIS GENTLEMEN UNFORTUNATELY BENDS THE TRUTH. WHICH HE ADMITS TO ACCEPTING OUR MONEY AFTER AN INITIAL REVIEW FOR A CLAIMED ISSUE. THEN WAITS AN ENTIRE YEAR AND PLACES A REVIEW AGAIN. WE HAVEN PROVEN OUR HONESTY AND EXCELLENCE THROUGHOUT OUR OVER 2,000 NON COMPENSATED REVIEWS! Furthermore this customer was refunded Order $100 back on 12/17 when he called to complain because he misunderstood the process although it is the exact process we have processed over 300 times for over the past 4 years 12/17/12 2:33 pm Transaction 4871167835 has been successfully ACCEPTED by the system. Below is a summary: Transaction ID: 4871167835 Payment Method: XXXX9013 Amount: USD (100.00) Customer Name: Brian E. Reed Find another auto transport company who refunds customers merely on the fact that he misunderstood the process and was unhappy.