from Liberty Transportation and Logistics, Inc.
Submitted this response.
Response Date: 6/12/2017 3:59:00 PM
We like to come from the place that the customer is always right. If something goes wrong, we do everything we possibly can to solve the problem in house. This is why there are no negative reviews about our company until now after years of business. Of course, we are not perfect but if we make a mistake we fix it right away and make sure the customer is satisfied by any means necessary. Sadly, there was nothing we could do to make Mr. Harsimar happy. I don't want to argue with him here. He is convinced that what he said above is true despite the facts. Unfortunately, he has made several false statements in his review about our company. I want to lay out what actually happened so anyone that reads this can truly understand the whole picture.
Mr. Harsimar claims Edwin started out friendly and helpful. He also finished friendly and helpful. Mr. Harsimar was never ignored. I examined the call and text log. Mr. Harsimar called non-stop from the moment he considered our company, to the time he placed the reservation and until the vehicle was delivered. Edwin was very attentive. It is our company's policy that our sales representatives forward their phone calls, text messages and emails to their cell phones after hours to be accessible almost 24 hours a day. We understand that our customers are transporting a very valuable possession. We like to ease minds as best we can. Having a familiar voice just a phone call away at any time is something we can do to make that happen. Many work 9-5, Monday through Friday. When they leave work at night or for the weekend, they want to be able to place a reservation, track their vehicle or make a concern known. Most transportation companies are only open 9-5, Monday through Friday. Where does that leave their customers? Mr. Harsimar was one of those customers that took advantage of the around the clock assistance right from the start speaking to Edwin several times after hours.
Mr. Harsimar claims Edwin guaranteed an exact time of pick-up and delivery. Nothing could be further from the truth. Our company sets out to be 100% transparent. We actually lose customers for being so honest. Other transport companies will tell customers what they want to hear to make the sale and take their money. Promising dates, times and prices they know very well will not happen. Then, when everything turns out differently the customer is caught off guard and is livid. With good reason. They now have to scramble to make other arrangements because they were relying on what they were told to be true. That is why when you research many transport companies there are countless negative reviews. With us, we give you an estimated time of pick-up and delivery. You have the sales representative's phone number, the driver's phone number and access to customer service 24 hours a day. We try to keep you updated to where the driver is as best we can. If he is ahead of schedule or is delayed, we let you know. We would never promise or guarantee a time because it would be a lie. We cannot control weather, traffic or mechanical issues with the carrier. Anyone that says otherwise is someone you should steer clear if. All of this was explained to Mr. Harsimar and it was all stated in the contract that he signed. In Mr. Harsimar's own words, the driver was to arrive at 5pm but showed up at 7pm. It's pretty close to accurate for an estimation. I don't want to minimize those two hours but again it was an estimate and if you research other companies you will find customers that were left waiting for two weeks.
Last, Mr. Harsimar claims his vehicle was damaged. For all customers, there is a vehicle inspection at pick-up and delivery. The customer is handed an inspection sheet at pick-up with a blueprint of a vehicle. The driver walks around the vehicle with the customer. If there is any damage to the vehicle, it is noted on that sheet. Then, the customer signs off on it acknowledging that the vehicle does or does not have damage before releasing the vehicle to the driver for transport. The customer is handed the same inspection sheet at delivery. The driver walks around the vehicle with the customer again. If there is any new damage to the vehicle that occurred during transport, it is noted on that sheet. Then, the customer signs off on it. Normally there is no damage. If there was, the customer has a copy of insurance that was provided to him or her at the time of placing the reservation. They also have an inspection sheet proving the vehicle arrived in worse condition than it left in. They call the the insurance company, file a claim and adjuster is sent out. Any damage caused while the vehicle is in our care is completely covered. In Mr. Harsimar's case, the only damage to his vehicle was there prior to it being released to our driver. As explained above, there was an inspection process. Mr. Harsimar signed off on the inspection sheet acknowledging the condition of his vehicle at pick-up. At delivery a few short days later, he was surprised to find the condition of his vehicle was unchanged. There was no new damage but it seems Mr. Harsimar was hoping to have his prior damages fixed by our insurance. Since the inspection sheet he signed showed that the damage was not caused by us, our insurance rightfully would not cover the damage. If we went around damaging vehicles or refused to fix damages to vehicles we caused, our reviews would reflect that. However, that is not the case.
I am in talks with Transport Reviews to post the text log, call log, signed contract and signed inspection sheet proving everything I stated above is accurate. They may not allow it because it will also include much of Mr. Harsimar's personal information i.e. phone number, email address, physical address, payment information, ect... If anyone reading this would like the information, I would be happy to forward it by email or fax.
I did want to point out that Mr. Harsimar was quoted $900.00 for this route. We only charged him $800.00. He mentioned that his vehicle was dirty. I will not dispute this claim. However, the vehicle was no dirtier than it would have been if he had driven 2,500 miles across the country. In open carriers, the vehicle is exposed to rain and dust. In enclosed carriers, the vehicle is completely protected. I am glad the cost of cleaning the vehicle was only $50.00 well under the $100.00 discount we provided him.