Company Response Review Report Review
STILL WAITING...

Claudia Nelson Submitted this review about Domestic Auto Transport
Review made Live: 5/10/2012 9:52:00 AM
SUMMARY: This industry operates on last minute bidding. This causes extreme customer concern and panic. The industry does NOT operate for the benefit of the customer but rather for the benefit of the trucking company. BE FOREWARNED!

The pick up date was supposed to be May 9th & May 15th (2 cars). I called this company on April 2nd to give them PLENTY OF TIME to get a carrier. As it was, the carriers are called in at the 11th hour, causing customer panic. In our case, the auto owner was leaving the day after the promised pick-up date, and as of 1 p.m. we still had not heard if they were coming. In the meantime, the truck carrier called my manager directly and Naomi never informed me of what was going on, so this made me look like a fool to my manager. Since I am the one choosing the company to use, I will NOT use Domestic again.

Naomi promises phone calls back, but never actually calls. She leaves you hanging and never give you updates...even if the status is the same, there should be some communication as the time draws near. Then when you try to reach her, she's "busy" and still doesn't call back. The only way to get her recently is to call & stay on hold for 30-60 minutes.

The first car came back on Sunday, 5/13. I was told it would arrive on 5/12 so I spent the entire beautiful day INSIDE NEXT TO THE PHONE.

As opposed to my GLOWING review of this company last year, his year's interactions are the dead opposite of last year's. This year it's like Naomi just doesn't give a crap.

THIS COMPANY IS A BIG GOOSE EGG IN MY OPINION!!
Shipment Details
Origin State:
Florida
Pickup:
Late
Destination State:
Connecticut
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
2709 & 2710
Quote or Order Cost:
$2000

Company Response
Terry Williams from Domestic Auto Transport Submitted this response.
Response Date: 5/17/2012 8:57:00 PM
Naomi@Domesticautotransport.com Kimberly@Domesticautotransport.com 360-834-6013 Claudia, We explained to you MANY times that dates are estimates not guarantees. It even says that in our terms and conditions. We never promised you a pick up date because they are estimates. We did our best to get the vehicles picked up as quickly as possible. The first vehicle was picked up on the 10th instead of the 9th, and the second vehicle was picked up on the 16th not the 14th. The second one we actually transported for FREE of our service fee because we value as a return customer. The carrier contacted you directly because that is what they are suppose to do, if they contact you directly they usually will not call us to tell us the same thing. Naomi has called numerous times, taken your phone calls when you have called in etc. As for sitting on hold for 30-60 minutes, I believe that is an exaggeration. I spoke with you many times, and they last time actually you said you would wait for up to 5 hours if need be. So you were actually willing to wait as long as needed. Yes she is busy, as is everyone in this office because we are doing our jobs. I'm sorry that you did not have a great experience with our company, but she did everything she could to get you and your boss taken care of, including shipping one of the vehicles free of charge which is not normal by any means. As for the delivery, again they are estimates. You provide your cell phone number for delivery, so if you sat inside waiting for the phone to ring, I am sorry, but the dates are estimates and the carriers call before they arrive. Naomi did give a crap as you put it, and feels really bad that she had difficulty moving your vehicles, again moving one of them at no cost to you for our services. We are sorry you did not have the same experience this year as you did last year. If given the chance we would like to show you that it can be done correctly. We strive for excellent customer service and apologize you didn't receive that, but we feel that we made up for it a little bit by shipping one vehicle for free, that's gotta count for something right? Again we do apologize and with you and your boss the best. Kimberly and Naomi