Juston I’m sorry you feel that you did not receive a 5 star services from us. You have several complaints here and I would like to address all of them. I’d like to start with your complaint that I was never available. I checked my notes and these are the times you called in and talked to other client service reps: on 6/25/2010 at 11:27:35 AM, at 12:12:38 PM, and on 6/9/2010 at 5:56:58 PM. I am the opener here at Magic Carpet. I work between 6:30 am and 3:30 pm. I take my lunch every day between 11:15am and 12:15pm. I’m sorry if my hours were inconvenient for you, but every time you called in and I was not available there was another representative there for you. Furthermore, I did my best to keep you updated throughout the process. We typically do not call you until we have a carrier scheduled. I did start sending you email updates a week after you placed the order. Next you were bothered by the amount of time that it took to find a carrier. I looked on the route when you placed the order because I knew from my experience that this would not be the best route. I let you know the first time we spoke that there was only demand for 24 jobs on the particular route. In summer that kind of demand is small. This tells me the route is moving moderately to very slow. I let you know when you called in the first time and again at 12:37:14 PM on June 16th that it can take between 1 and 10 business days to find a carrier and get the vehicle moving. At that time I also reminded you that we have an immediate pick up service. This service does cost more, but it does two things. First it offers the driver a financial incentive for drivers to go out of their way to pick up your vehicle. Secondly it puts time constraints on when they must pick up the vehicle if they want to be paid these excess funds. You were not interested in this service so we continued on looking for a driver. We got very aggressive with our dispatch and began calling drivers daily to see if they would be willing to do this job. This is where your other complaint comes into play. You were upset that it cost more to ship the vehicle then the quote. First of all a quote is a quote it’s an estimate on a shipping rate and not a price. So, when we had an offer from drivers to do the job we called and let you know what they were offering. It was your choice you did not have to go with that carrier that wanted $100 more to do the job. We could have kept looking for other options for you, but you chose to have us book that transport. You asked me when this was dispatched for the driver’s number. I did not have this information and this company did not have a cell number listed for their driver. Even if I could have obtained the drivers personal cell for you I would have to get permission before giving out this number. What I said to solve this problem is that I can give you his dispatches number or I can call for you and relay your messages to the driver through them. Next complaint we placed the order with a quote of 1020 on June 8th. In total you paid $1100 dollars after $50 rebate. If my math is correct double would have been $2040 and you paid nowhere near that. In terms of timing, you placed your order on the June 8th. The first time we had a carrier scheduled was on the 18th they had some technical difficulties and we canceled with them in order to get your truck picked up faster. It was scheduled the second time on the 23rd for pick up on June 25th. To recap you were scheduled for the first time 8 business days after placing the order. Then after we confirmed a second carrier we had you scheduled 11 business days into the process and moved 13 days after placing your order. I’m sorry we were a couple of days out of the typical time frame in which vehicles are moved. I understand you’re angry that your transport did not get smoothly, but I did keep in contact with out throughout this process. I did everything I could to get you truck moved quickly. I sent you email updates before we had a schedule transport. Then I called you with you dispatch details twice. I called your pick up contact, checked on her to make sure everything went smoothly with pick up and called you again to relay that info. Again I’m sorry that you feel that you did not receive a 5 star service from us. Hillary Bergeson 360-834-2900x204