Company Response Review Report Review
Terrible customer service

Steph Submitted this review about New World Auto Transport
Review made Live: 12/6/2010 12:44:00 PM
Our truck broke down in Amarillo, TX. I called on Monday night 11/22 and spoke with Don. We were very stressed about this whole situation because my husband was stuck in Texas with no way to get home for the Thanksgiving holiday. He did not want to fly home and leave his truck unattended in an RV park so we wanted it to be picked up as soon as possible, hopefully while he was there so he could supervise the loading process.
My initial conversations with New World were great, they quoted me $900 at first, then when i mentioned the truck had a lift, the price went up to $950 (don't know why that matters??). But I was still okay with that price because other companies were quoting me around $1500-1600.
Don said he would try and get someone to pick it up the very next day, Tuesday. I followed up with him and he said he was working on it. Tuesday came and went, I spoke with him Wednesday and he explained with the holiday, it was difficult to schedule the pickup, he called me and said he had set it up to be picked up the following Tuesday 11/30. I told him this would not work for me and that I would find another company that would pick it up sooner. At this point I had already paid my $200 deposit. He convinced me that at the very latest, it would be picked up Friday 11/26, or Saturday, 11/27. His words, "I PROMISE it will be picked up one of those days."
Long story short, it was NOT picked up on the days he promised, and he was very hard to get in touch with, I felt like everytime I called, he was "out of the office" or "busy", which could've been true but I honestly felt like he was avoiding me. On Monday - 11/29, I emailed Don to confirm that our truck was definately going to be picked up the next day. He wrote back: "pick up am tues.....deliver 12/2".
I called New World on Tuesday night and just decided to get the number for the driver so I could check with him to make sure everything went okay. I spoke with the driver and he said he was still in Tennessee!! He said he got stuck in a storm, which is understandable, but New World should not make promises they can't keep.
Now that I had the driver's info, I was able to keep in touch with him, he was really great and understanding about how important this truck is to us and finally got it picked up (over 8 days past what I had originally scheduled.) He had it delivered within about 24 hours of picking it up.

In reading New World's contract, they state that they can pretty much pick up the truck whenever they want. Which is fine and I understand it's hard to have a truck towed to a different state during Thanksgiving, but again, a company should never use the words "I promise" to a customer if they are never able to follow through with said promise.
On the plus side, it did arrive at our home intact and on a suitable trailer. The driver was really nice and although we had heard stories and were worried about them adding on extra "fines and fees", the driver asked for $750, which was in line with our orignal quote price.
Overall: the DRIVER was awesome. New World, however, should not make promises they can't keep, I considered them dishonest and would not recommend them. This was a very frustrating situation for me and my husband and I feel they took advantage of our vulnerable states.
To those of you wishing to have a vehicle towed, it would be better if you could somehow just find the driver that will be towing your vehicle yourself, but I don't know if that's possible.
Shipment Details
Origin State:
Texas
Pickup:
Late
Destination State:
Utah
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
3648
Quote or Order Cost:
$950

Company Response
Steve Wells from New World Auto Transport Submitted this response.
Response Date: 12/7/2010 12:03:00 PM
As you can see when you read Steph’s review, we told her up front that this transport could be a problem due to her need to have her vehicle transported during the week of the Thanksgiving holidays. Due to our desire to help her out since her and her husband were in such a “vulnerable state,” we gave her a very special price. She even admitted to the fact that we quoted a price to her that was several hundred dollars under her other quotes. We advised her when our driver ran into a severe storm in route. There is no reasonable way to blame this storm on us. We did not intentionally break a promise to her at all. While we know this review gave her a chance to vent her frustration, we could not help the fact that the weather turned bad and delayed the transport. As she said in her review, our driver was “awesome, really nice, and understanding about how important the truck is to us”. She was able to keep in touch with the driver any time she wanted to during the transport, since she had his phone number which was given to her by us. **By the way, most transport companies don’t give the customer the driver’s number. We do, because we feel it makes the customer feel more comfortable and in control of getting information on pickup and delivery times, straight from the driver. It helps reassure the customer when they can speak directly with the driver.** The driver had her car “delivered within about 24 hours of picking her vehicle up”. There were “no extra fines or fees” as she was afraid there would be. The driver asked her for exactly the amount we told her to expect to pay. Her vehicle arrived at her home “intact and on a suitable trailer”. I’m sure Steph, and her husband, were very frustrated by the bad weather. I don’t see how they can reasonably blame that on us. Other than the problem with the pickup date due to the bad storm, if you look at the good things she said about us and our driver in her review, we think we did a great job.