Company Response Review Report Review
WORST CUSTOMER SERVICE

Edith Lara Submitted this review about Auto Transport 123
Review made Live: 10/7/2015 9:51:00 PM
WORSE CUSTOMER SERVICE EVER! I had never had someone yelled at me on the phone before, much less than someone who I am paying to provide a service. They are awful. They sell you one thing or omit to tell you certain information. I called Auto transport 123 on 9/8/15 after seeing their excellent reviews on transport reviews.com. They sold me the same thing people stated below, that they are a family owned business and are NOT brokers. The guy who helped us, Danny B., was so nice and sugary on the phone. My husband and I having no experience in shipping cars across country fell for it. I do also take some responsibility for not reading the contract more throughly once I signed and received it. I then noticed that not only are they brokers, the amount that they said they take for deposit was much higher than what Danny stated on the phone. At this point, trying to coordinate our move across the country amongst other things, I let it go. I didn't hear from anybody for two weeks. Fast forward to two days (9/28) before my car was supposed to be shipped (9/30), a guy from Rapid Transport called and states that he was the person picking up my vehicle and if the car can be picked up earlier on Tuesday, i stated no, that I had to work and I had told Danny I needed my car until 9/30. The RT guy states ok fine we will pick it up on 9/30, I'll call you back with a time and hung up. The next day 9/29, he called again and I told the guy that I am working on a very strict timeline as I had told Danny the first time we spoke. I had to vacate our apartment at 6pm and was planning to drop the car at their yard (which Danny had stated was in Tukwila, about 15 minutes to SeaTac Airport.) At first I thought great, I can just catch a cab from the yard which will probably run me no more than $20. Well when the guy from Rapid Transport called, I asked if that was still the option, he states sure but we are in Fife, 35 minutes from airport which is the total opposite way. At this point, it was 3pm the day before I am supposed to fly out across country. I am freaking out and called Danny at Auto transport. This is where it gets good, all that niceness and sugar talk DISAPPEARED. He started YELLING at me, I had to tell him multiple times to stop yelling since he had been yelling for the past 10 minutes, he says in a very condescending way "well ma'am the call has only been going on for 5 minutes 47 seconds so I couldn't have been yelling at you for ten minutes." He then proceeded to tell me that I am "making mountains out of molehills," that he has been in this business for 11 years and that I should be grateful that they even got me in on the day that I asked. By this time, I am close to tears. But to add a cherry on top, Danny B. then threatened to cancel my order, "do you want me to cancel the order? Is that what you want me to do?" repeatedly. When I asked to speak to the manager, he states "actually I am the owner of this place." He then asked me again do you want me to cancel your order. I told him that I am flying out the NEXT day and that i really have no options but to go with them. He also informed me that rapid transport had changed their yard's location 5 days ago yet nobody contacted us to inform us of this change. I hung up quickly because I was tired of being verbally abused by Danny. I called my husband who was angry to say the least but again we refrain from calling again as we were worried that they would really cancel our order and we would be stuck with a car and I had a flight to catch. The only one upside to this whole thing was Rapid Transport did pick up our car on 9/30 and did deliver our car within the agreed timeframe. Oh and here is another kicker, Mr. Danny B. never told us that when we get our car delivered, that we had to pay the guy in cash, cashier's check or money order. He told us that the deposit is charged on pickup and the rest will be charged upon delivery. NOT THE CASE. I only found out because I asked the guy who called me to inform me that my car was here. I had to get my husband to go to the bank before it closes so that we can get a cashier's check. In the end, we paid Auto transport 123 $395 (Total $1395) for basically doing nothing. They were actually the highest of all the places we called but went with them because we thought that they owned their own trucks and family owned. The next time, I rather push my car across the country than to be verbally abused by them again. I can also provide an order number if needed to prove that I am a real customer.
Shipment Details
Origin State:
Washington
Pickup:
On Time
Destination State:
New York
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
919151-TQ
Quote or Order Cost:
$1395

Company Response
Keith from Auto Transport 123 Submitted this response.
Response Date: 10/8/2015 1:36:00 PM
Edith, I have been with this company for over 5 years now and never had a review like this, I must defend myself here while under normal circumstances the customer is always right in this case you couldn't be more off. Our agreement was for your vehicle to be picked up on the 30th or 1st you then after driver called and wanted to pick up the 30th changed it to after 3pm, we accommodated you with that, when the driver then tried to come you told him you still weren't ready. After 3 times of back and forth working around your schedule you then called me complaining about the service asking for a discount which I would love to offer, but simply cannot afford to do in a situation like this, as nothing was different from what was originally agreed upon. You proceeded to tell me how only an exact time frame worked in the evening. I never agreed to that when you were placing your order, when I explained that its difficult for drivers to do considering they have 8 cars and are on a schedule you told me how upset you were I then politely gave you the option to cancel at no charge even though we did exactly what you asked and driver was more than accommodating. At that point you then told me I was YELLING at you, I was raised to never raise my voice and never be disrespectful I was only offering you a way out for no charge. If you check my past history with this company and hundreds of five star reviews not once have I ever raised my voice to a customer, you also stated I was yelling for over 20 minutes when all our calls are monitored and record and our call duration lasted 5:43 in which you probably realized how outrageous your demands were and decided to take the driver we assigned who was performing his duties exactly how we promised. Again this is something I feel as if I have to defend myself while I feel bad you weren't happy with your service 100% of this review is false and I stand by my name and company!