Company Response Review Report Review
Panic Button

Coles Submitted this review about New World Auto Transport
Review made Live: 6/20/2011 5:40:00 PM
We contacted NWT weeks before we needed the vehicle moved. After listing the vehicle, they did nothing until two days prior to our desired pick up date. That date came and went so we had to leave the vehicle with a friend until NWT could get a driver scheduled. Keep in mind, we paid the required deposit up front and gave NWT almost two weeks to find a driver.

A week after (three weeks since we first contacted NWT) we originally asked for the vehicle to be picked up I get a call on a Tuesday morning at 6 am. The service representative is in a panic and tells me that the driver is in the area but he can't find the address and he can't get in touch with anyone on the phone in Maryland. I am told that if he can't get in touch with someone immediately that he is leaving the area. After a couple calls back and forth I find out the driver was calling the wrong number for the point of contact in Maryland (not the number we provided). With that sorted out, I figured I would get a call within the hour telling me everything is okay. I hear nothing until 11:30 am when I called NWT to find out the status of the driver. This is when I find out that he is stuck in traffic in New Jersey and wouldn't be making it to Maryland (vehicle was just outside DC) that day. New Jersey may not be across the country but it sure isn't in the neighborhood!

The driver finally shows up late in the afternoon on Wednesday. He proceeds to try to strong arm our friend into adding insurance and goes on about the contract terms and how we need to provide facilities to unload and how we have to accept the vehicle 24/7. Mind you, the driver and NWT have been instructed to contact me directly for any correspondence, not verbally abuse our friends mother.

I could go on about how horrible the driver and experience was and that the delivery wasn't much better (Monday at midnight after arguing with the driver) but you all get the point. The speed was great but would the driver have shown up when he was scheduled to I wouldn't have had to go to work on 4 hours sleep the next day. The driver reminded me that he drives for a living so he doesn't get to sleep either. Not my career choice is all I could say that wan't completely out of line.

The vehicle showed up dirty, brand new window tinting scratched (how is beyond me but I would venture a guess that antenna bent into the cab with a tree branch on the end might have something to do with it), and with some new scratches and paint on the exterior. The driver proceeds to tell me that it is dark and the vehicle is too dirty so none of this can be seen. He also assures me that he delivered the vehicle in the same condition he picked it up in. Dirty to the point you can't see out the windows is exactly how I keep my vehicle. No way the bill of lading could not have been changed on the road to add more damage or dings that weren't there at the pickup location right?

Maybe we just had a bad experience but I would never use NWT again. They made little to no effort to make our life easier and the panic call the morning the driver was finally supposed to show up did not help the situation. Delivering the vehicle damaged but then not accepting fault is about what I would expect from a driver who decides to show up at midnight to deliver a vehicle (after yelling at me for not telling him where to park his truck). Do yourself a favor, don't use a broker and go directly to the transport company if you can. Why involve a middle man that only adds to your cost and then doesn't do what you pay them for until after you expected something to happen? Having a middle man only leads to finger pointing.
Shipment Details
Origin State:
Maryland
Pickup:
Late
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Coles
Quote or Order Cost:
$1495

Car Condition
  • Vehicle was dirty
  • Vehicle was damaged
Company Response
Steve Wells from New World Auto Transport Submitted this response.
Response Date: 6/22/2011 6:18:00 PM
THE CUSTOMER IS RIGHT: In response to Mr. Coles' review we would first like to state that Steve Wells, the President and CEO of New World Auto Transport spent approximately 45 minutes on the phone with Mr. Coles on the evening of 06/21/2011, and believe that Mr. Coles has concerns that needed to be addressed. We agree that our customer is correct and that we had some problems with this transport order that began from the start. It is very unfortunate that our customer had a bad experience, not only with us but with previous transport companies in the past. We have notified the carrier that we are extremely disappointed in how they handled the entire delivery process with our customer. What happened is not acceptable practice for us to allow our drivers' to act in this fashion. In addition, we had an internal company meeting this morning with our managers, and have discussed our customer service policies with the service representative involved in this transport in order to avoid this situation from reoccurring again in the future.WE TAKE EACH AND EVERY REVIEW VERY SERIOUSLY, WHETHER THEY ARE POSITIVE OR NEGATIVE, AND ATTEMPT TO DO WHATEVER WE CAN TO MAKE SURE OUR CUSTOMER IS HAPPY WITH THEIR OVERALL EXPERIENCE WITH US. We realize that transporting a vehicle can be a very stressful event. New World Auto Transport strives to make each and every transport as smooth and trouble free as possible for our customers. Although, Mr. Coles stated that he paid 'upfront' we have to refute that one statement. We do take a credit card number when the order is placed but we do not charge our customer a deposit until and only when their vehicle has been assigned and dispatched to a carrier that has been suitably matched to their needs. We verify insurance coverage and all ratings on Central Dispatch. We also carefully select all of our carriers and only select carriers that have ratings of 100%. The carrier in question had a 100% rating. We appreciate Mr. Coles taking time from his schedule to give our company a review. We believe that Mr. Coles, although not happy with his experience, will use New World Auto Transport again and refer his friends and family to us after his conversation with Steve. The main advantage to using a brokerage firm or transport agency is that we check the ratings of the carrier that is assigned to the customer's vehicle for transport, and verify insurance coverage to protect our customers. We move over 600 cars per month and we have the experience and expertise to provide quality, professional service.