Company Response Review Report Review
Beware POOR customer service/communication

Kimberly Submitted this review about RNR Logistics
Review made Live: 8/6/2014 1:53:00 PM
My car was delivered safe & sound so I’m grateful to David, the driver for this but I will never use RNR again nor will I ever recommend them to even my worst enemy solely due to their very poor customer service & communication. I hope RNR & Mary use this review as a positive to improve their CS/communication. I had first turned down RNR & decided to go with another auto transport company because RNR doesn’t have a BBB rating. The following business day Mary from RNR called me (after I had told her I was going with another company) & put me in a state of panic telling me that my car was “on the board” & no driver had been assigned to it & it was unlikely my car would be picked up by the date I wanted it picked up. She said at this point in the process I should have the cell phone number of the driver & confirmed date of pickup. She then told me that her private driver was in my area & could pick up the car by Wed, 7/23. At this point I developed a cordial phone relationship with Mary & decided to go with her company. Once I signed the agt my nightmare began. I specifically told Mary that I wanted the car by a certain date (of course weather, etc. being uncontrollable factors) & she agreed that a pick-up on Thu, 7/24 would be sufficient to deliver the car by the date I wanted. Mind you she already told me that her private driver was in my area & could pick up the car on Wed, 7/23 & I told her the car was ready any day/time she wanted. Thu, 7/24 came & went & no communication from Mary as to why the car was never picked up. I called. I emailed. No communication from Mary. The following day I finally got in contact with her & she said she didn’t contact me because it was her “day off”. I thought that’s nice but I was waiting all day for someone to call me & tell me when the car would be picked up that day. That was a wasted day for me. The next day (Fri) I finally heard from the local pick-up company in the morning who said he would pick up the car around 6-7pm that evening, he didn’t show up until 8:45pm due to traffic. That’s fine but he asked Mary if he could pick up the car on Sat & she told him that I had an airline flight which was a total lie so there’s another lie by Mary. Now I’m starting to get mad & worried because the car was ready to be picked up 2 days earlier & was told by Mary it would be picked up the day before. Again she told me on Mon that her private driver was in the area & could pick up the car on Wed. I emailed Mary to confirm that the local guy had picked up the car & told her that I would follow up with her on Monday. Mind you I really think she should have been following up with me to confirm that pick-up was made & that everything was alright but whatever, I let her know as a courtesy. On Mon, I wanted to follow up with Mary to (1) get the driver’s cell phone number since she said earlier that week that I should definitely be given this information & (2) to be sure the car was put on the larger truck & was en route to my destination. Two simple questions that any customer would want to know. I called Mon & left a message, no return phone call or email. Now I’m getting mad again because I am not getting any reply and I have no idea where my car is. Tue, I called again a few times & left messages again. Finally 6 hours later someone picked up the phone at RNR who wasn’t very helpful & basically told me that I won’t get updates like a “food delivery order”. All I wanted was to know that my car was en route & the expected date of delivery since Mary had basically guaranteed an 8/1 delivery. That’s it, I didn’t want daily updates I wanted ONE UPDATE that I should have already received. That conversation ended abruptly because the woman was talking in circles & making excuses just like Mary. I then called Mary who finally answered her phone & yelled at me for disturbing her while she was at a funeral & yelled at me for getting her in trouble with her boss. Are you kidding me?! What kind of place was this? I don’t have a crystal ball & had no idea Mary was at a funeral. Maybe Mary’s boss needs to know how horrible her customer service & communication skills had been on this transaction. She should have returned my call/replied to my email the day prior or had someone cover her calls in her absence & not leave me hanging. All I wanted was ONE UPDATE as to where my car was & the driver’s number then I wouldn’t have bothered them at all. But I was getting nothing but the run around from them. Then Mary sent me this harsh & unprofessional text (typos & grammatical errors are Mary’s not mine…): “Hi Kim, Maybe You should have gone with another company your right, your car would still be sitting there in front of your door like it had been, thanks for all your appreciation. It's actually my fault to go out of my way to help you out. sorry I couldn't answer your phone calls today when I was at the funeral. As I mentioned earlier I was gonna call you once I was available just so there is no other confusion no one will be contacting you until the day of delivery you will be given a few hours notice to make accommodation to accept delivery. Have a nice day.” I was floored, poorest customer service I have every received. As I said I only wanted ONE update, I got none. Great driver, delivered my car safe but horrible customer service experience with RNR & as a result would never recommend them. It’s a shame, a customer deserves an update/confirmation that their car is en route to its destination. I never got that & got a big headache instead. I hope Mary uses this experience to improve her customer service & communication or find another profession where she doesn’t have to interact with customers.
Shipment Details
Origin State:
New York
Pickup:
Late
Destination State:
Arizona
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Mary
Quote or Order Cost:
$1375

Company Response
Rose from RNR Logistics Submitted this response.
Response Date: 8/6/2014 6:30:00 PM
I am sorry this client feels this way about our company. This client had been given the run-around by another company while her car had been sitting in front of her house with no scheduled pickup date in mind. That is why she was more than happy to set up the shipment with us (RNR Logistics) since we were able to schedule a pickup instantly as we did. It was also mentioned to her that the driver would call her 24 hours prior and an hour or two on the day of for both pickup and delivery, which is standard protocol for our company. We always notify our clients to not sit and wait at home for a driver if he has not called to schedule a pickup. As she mentioned, the driver DID give her a call to schedule the pickup and delivery. She was also told that the shipment would take 7 to 10 days from the time of pick up from NY to AZ which is the standard time frame for this shipment. As she mentioned, it took 10 days for her to receive her car as we promised. She was told and per our contract, we can not guarantee exact pickup and delivery dates do to numerous/unforeseen reasons that can arise during a shipment. That is why she claims that she was told that It is not a food delivery service. There are far more delicate issues in transporting a vehicle and therefore we can not guarantee exact dates/time and always ask for a window of time. We try to do our best to meet the exact needs for our clients and I think we met her needs by getting her vehicle from point A to Point B when she was not successful with any other company she had been working with. There were 3 other brokers working on her order at one point and they were not able to fulfill the shipment and yet we did. I do apologize if she was under the impression that she would be getting updates and or phone calls after the vehicle had been picked up from her, but that is not the case. We do not give updates once the vehicle has been picked up. They will be notified again once the vehicle is getting close to being delivered as we mentioned that to her. The client new it would take 7 to 10 days from the time of pickup and was given the local drivers phone number as well. She could have also called him if she could not get through to us for any reason. She was also given Marys personal cell phone number, which we do not normally do, just in case she needed to get in touch with her. That is why she mentioned that Mary was at a funeral when she had called her over 15 times and Mary did not answer and had to call her back when she left the funeral home. The client called our office twice before a manager could call her back. When our manager called her back, she just went on and on about how she has not gotten any phone calls with any updates 48 hours later from the time of pickup. When the manager told her that was not something we did so early in the shipment, she became belligerent and started yelling at her. I'm not sure what we did wrong or what kind of confirmation she needed after the vehicle was picked up from her and was told that the transit time would roughly take 7 to 10 days. We always do our best to keep our clients happy; I am apologetic that she feels this way when we literally went out of our way to help her when no one else could. I guess there is some truth in the saying that You cant always satisfy everyone.