Company Response Review Report Review
Rude experience w/ Melissa Cooper

MBH Submitted this review about Sonic Auto Transportation
Review made Live: 1/17/2023 4:22:00 PM
This was a very unfortunate experience. I decided to sign with auto because of reviews and the quote, which later turned out to be significantly lower than reality . This was of course disappointing, but what i am reviewing about is not even about the money, but about the lack of professionalism and transparency with my agent Melissa Cooper. First off, I asked for a quote from multiple different companies. Many of them gave a breakdown of how the system worked before signing the contract. I was not aware that every company worked the same way, but the point is that the majority of companies provided a transparent process that they would be following. Sonic did not include such a breakdown, but had great reviews which swayed my decision. As Melissa and I worked together, I asked questions that were unclear to me in the contract, to which Melissa rarely answered the question actually asked. While not answering my questions, she would include statements like "as I said" or if you had read the contract" in the majority of her messages, providing for a very passive aggressive and rude dynamic. After a few of those kinds of statements, I had lost trust in her trying to get me the best deal and wanted to cancel the contract. She responded saying that there would be a fee, to which i asked if I could be switched to a different representative. Her response was "No, I'm your sales manager. And I always answer all your questions even twice." The snarky comment about me asking for further clarification on issues that she did not answer directly was blatantly disrespectful. After talking about needing to wait out the 5 days for avoiding a cancelation fee, i told her my grievances, in the hopes that i could just move on from the experience. I said "all of the information you just gave me should have been given before the contract, and that lack of transparency is incredibly disappointing, as other companies gave me that information in the quote phase. I don't necessarily care about the price, but I will not work with somebody that I do not trust." She later replied "Sorry, I have a lot of clients to help not to play" to which i said she is more than welcome to cancel the contract, as neither of us want to be in this situation. she then Replied "I get to used to difficult clients, no problem at all." I am sure she is used to difficult people, as her behavior is what makes them "difficult" in the first place. I have never had to deal with somebody in customer service being so blatantly disrespectful, and the entire conversation was over text. Im shocked she responded that way knowing that it could be read back by her management. All i want is to not have to deal with this company. So everyone beware, don't make the same mistake I did. If you do, pray Melissa Cooper is not assigned to your case.
Shipment Details
Origin State:
West Virginia
Pickup:
Never
Destination State:
Georgia
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
10999987
Quote or Order Cost:
$700

Company Response
Alex Gold from Sonic Auto Transportation Submitted this response.
Response Date: 1/18/2023 12:40:00 PM
Dear Customer, on behalf of the entire Sonic Auto Transportation company we want to apologize for the miscommunication you faced. We always prioritize customer service, we are so sorry we weren't able to do it this time. This is definitely not acceptable behavior and we will take action to prevent such situations in the future. We are so grateful for your feedback, it helps to improve our services. Please, accept our sincerest apologies.