Off To A Rocky Start, But I Was Satisfied In The End
Nakia
Submitted this review about
Magic Carpet Auto Transport
Review made Live: 7/28/2009 9:27:00 PM
The customer service that I received from MAC was great. Kathy made every attempt to keep me in the loop before, during, and after the transport process was completed. Magic Carpet did what they said they would do; they found me a carrier in an expedited timeframe. And for that, I am very pleased. However, the carrrier himself was not as polite and courteous- well, at least not in the beginning. He was downright rude to me! It all stemmed from him telling me that he may not have been able to pick my car up at my door, if in fact there restrictions on my street. He wanted to know where the closest shopping centers were, just in case he had to utilize a parking lot for the pick up. I was not prepared to drive my car anywhere; I figured I paid for a door to door service and that's what I should have received. I told the carrier that I was never informed by my broker of this possibility. He flat out told me that it was "not his problem. I'm not ashamed to admit that we had a rather" unpleasant" conversation after that. I was heated! I called Kathy to complain about him. And naturally, I brought up the possible pick up discrepancy. She claimed to have informed me of it, but I never recalled that in any of our conversations. I felt a tinge of negligence on her/the co's part for it, but I felt that the discourtesy I received from the trucker was far more pressing. She, in turn, informed the GM about my complaint. The GM then put in a call to the carrier to clean up his act. My next conversation with the carrier was more "civil". He seemed apologetic about our prior exchange and wanted to wipe the slate clean and wanted to concentrate on getting my car picked up and delivered. That's all I wanted in the first place!
After all of this, the car got picked up on time at my home. As promised, the car was delivered to me in five days. The ending to this story was far better than the beginning. Understand that Magic Auto Carpet is a broker. They find carriers for you. Carriers are the truckers that actually move your car. It's the luck of the draw, as to whether or not you'll get decent customer service from any of these carriers. It's a shame that a carrier's performance and/or attitude can poorly reflect on the broker. But then again, it's well deserved, since the broker chooses, at will, to do business with the carrier, subjecting an unsuspecting customer to who knows what. Overall, I would use MAC again, but I'd still have reservations about their choice in a carrier, embracing myself for... I mean, I'd be hoping for the best, but...
