Company Response Review Report Review
Customer service slim to none

JorDan Reynolds Submitted this review about Sonic Auto Transportation
Review made Live: 9/20/2021 8:39:00 AM
This company ghosted me twice, each time after I called early on the morning right before my scheduled transport to confirm; and each time the deadline was missed. I arranged my pickup for 1 Honda Civic about a month in advanced and with a pickup date of 17SEP21. On the day prior to pickup, I sent an email, texted, and attempted to call my sales rep, George, to confirm the pickup was still in the works. He replied with a "good to go" on my email and text but no answer on the phone. I then tried to confirm the pickup time but never received an answer. The day of the pickup, Friday, I called early in the morning and texted but never received responses to my questions. Instead I received a text from a Chloe stating that she was new rep and that she would be helping me. I texted her my question and no response response what time the pickup was. I then called the main line several times before someone picked up. They explained to me that the transporter was delayed and couldn't get to my destination that day. I explained that it had to be the 17th or I would have to get my vic picked up at a different location. He said the change in location was no problem so I arranged to get my vehicle picked up on 18SEP21 at my new location. I also confirmed twice that the transporter would be at the new location by 3pm. The customer supporter said yes. The next morning I again call the main line to confirm the pickup. They confirmed and assured me the transporter would come. They didn't. I then called the main line, texted Chloe, called her, texted my previous rep, called him, and even drove to the LA office. No one ever called me, texted, or answered my multiple left messages. Finally I received a text from Chloe stating "Sorry, this is my day off and I'm not in the office. I will call you when I'm in the office." I texted her back right away asking if she could send me a number of someone to help me. No response. That was the last straw. I will never use this company again. Worst experience of my life. -5 stars BTW, it is now 20SEP21 and Chloe texted me back apologizing that she was not able to help me on her day off and that she would help me now... ya too little too late. Really you think after 2 days I would still be your customer!? Get real!!! Then she tried to blame the lack of over the phone service on this pandemic. Ya nice try. Pathetic that they won't even take responsibility for their f'd up service.
Shipment Details
Origin:
Los Angeles, California 92692
Pickup:
Never
Destination State:
Virginia
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
360410-XE
Quote or Order Cost:
$1190

Company Response
Alex Gold from Sonic Auto Transportation Submitted this response.
Response Date: 9/21/2021 2:05:00 PM
Dear JorDan, On behalf of the entire Sonic Auto Transportation team, we would like to extend our sincerest apologies for failing to meet your expectations. We always teach our employees the value of honesty and prompt responsiveness when dealing with customers, so it is thus unfortunate that we were unable to do it this time. Thanks for bringing our attention to the issue you have faced, we will definitely investigate your order. Thank you.