Company Response Review Report Review
Only as strong as your weakest link

Sarah Submitted this review about Door to Door Transport
Review made Live: 1/6/2012 5:21:00 PM
My boss recently moved from Washington State to Florida and assigned me the task of getting his beloved car there for him. After days of contacting different companies and getting various quotes I picked Door to Door Transport because they seemed to have good reviews and the best price. Everything seemed to go really well when it came to setting up the car for pickup and Roy the sales associate I dealt with seemed to be a great employee for this company. Although, once it hit the third day into the three day window for pickup I started to get nervous since no one had contacted me. I called Roy that morning to see what was going on and when or if the car would actually get picked up. He said that he didn't know why the driver assigned hadn't contacted me yet but that even if that driver was no longer available there was another in the area and promised to call me back within 10 minutes to let me know the status. I waited patiently for over three hours to get a call back but one never came. I started calling Roy again but couldn’t reach him and after leaving numerous voicemail messages for him I gave up on his direct number. I contacted the company’s main number but unfortunately no one else was able to help me since in their system only the sales person who sets up your quote can access the notes on your account, but the person I spoke with was more than happy to transfer me to Roy, where again I was left with only a voicemail box. After leaving yet another message and not getting a response I decided it was time to move up the ladder. I called the company’s main number back and asked for a supervisor, while they didn’t have any on hand once I starting telling my issue this sales person decided to transfer me to the company’s owner, Kelly. Kelly was very helpful with getting into my account, seeing what was going on, promising a driver would call momentarily and they actually did. Kelly also informed me that he didn’t know why Roy was ignoring my calls but that Roy took a half day at work that day. Who in their right mind would tell a paying customer they’ll call them right back and then leave work? The car was eventually picked a day after the three day window I gave closed and delivered later than promised also, but at least it finally arrived. I also tried to contact Roy again during the car’s transport to get an ETA on delivery but yet again my message was never returned.
While this company got the car to where I needed it and for a good price it is important for all companies’ especially small ones to have any employees that don’t put their customers first and break obligations to the customers. I might think about using this company again mostly because of the great price I received but I would never do it if I had to deal with Roy. A company is only as strong as its weakest link and this one will continue to be brought down as long as it employs people who don’t understand the importance of prompt customer service.
Shipment Details
Origin State:
Washington
Pickup:
Late
Destination State:
Florida
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
218578-QY
Quote or Order Cost:
$875

Company Response
jineane chance from Door to Door Transport Submitted this response.
Response Date: 1/6/2012 9:23:00 PM
Sarah, I do apologize for any miss communication through out this whole process. The two Holidays in the middle of your transportation made communication a little more difficult then what we strive for. More importantly the vehicle was picked up and delivered safe and sound and for the price as quoted. Thanks for the opportunity to serve you and your boss roy@doortodoortransport.net