Review Report Review
Unsatisfied customer

Shane Submitted this review about South Beach Transport
Review made Live: 8/6/2012 12:46:00 PM
This review is not directed at any individual but on the overall experience with South Beach Transport, as a broker - someone who is paid to act as an agent for others in arranging a deal, sale, or contract. BACKGROUND: We are a military family moving from an overseas location back to the U.S. Stating just the facts. Verbatim from first email I received from sales rep:(1) "South Beach Transport can ship your vehicle for $1." (2) " Pay nothing up front until your vehicle is delivered, at South Beach Transport you pay NO DEPOSIT at all, you are only charged once the car is delivered to you." I received the auto shipping invoice which REQUIRED a $300 deposit. Directly from website: " No Deposit Required - Companies that require an up-front deposit usually are banking on the fact that once you have paid for their services, you will not want to go through the hassle of canceling, fighting to get your refund, etc (these companies will usually raise the total cost price after booking)." Furthermore, the day I took the vehicle to the port, I had to pay $972. Upfront, out-of-pocket expense: $1,272 - yet pay nothing until vehicle is delivered. Directly from website: " Military Auto Transport - As an active service member in the United States Armed Forces, you’re eligible for up to 50% (percent) off every Auto Transport." I informed the sales rep that I was active duty military. A military discount was not mentioned until I asked. I received a grand total of a $25 military discount (quick math = 1%((percent)) discount). Don't get me wrong, I am very appreciative of the discount. When moving while in the military, you do not always have an immediate place to call home. It takes a while to get your house and all your belongings and to get settled. I made, what I thought was clear to the sales rep that I would not have a physical address until later in the month in order to deliver the vehicle to my home. The principle carrier delivered the vehicle to the U.S. A customer service rep with the principle carrier sent an email to South Beach Transport informing them that the vehicle has arrived and was available for pick up. Furthermore, they requested South Beach to inform them who would be authorized release as to not hold up the driver at the port. This did not happen. The driver called me directly to authorize release with the principle carrier as South Beach Transport was unable to be reached by telephone. Please see definition of broker at top. My vehicle could have stayed in a storage lot with the principle carrier for 4 free days; after which $15/day would be assessed for storage. This could have potentially avoided many of these issues if timely communication and coordination were implemented. The vehicle has since been delivered to the state in which I will be residing and is currently in a storage facility at a rate of $30/day. The carrier will not tell me where the vehicle is stored until I pay them for their services. I fully recognize that I am obligated to pay them, but seriously? I can not know where my vehicle is stored? What is a broker for? South Beach Transport sales rep informed that I would make final payment when I picked the vehicle up from storage. That was later rescinded by email, informing that I must pay carrier first. I called South Beach Transport customer service to inquire about what help they could provide with respect to the storage issue. Customer service it was not! The customer service rep did nothing but argue with me and counter every point I brought up. That conversation ended with the customer service rep dropping the "F" bomb and hanging up on me. Directly from this page: " Avoid: Abusive language - if you wouldn't teach your five year old the word than don't use it here." Directly from website:" Professionalism: South Beach Transport customers are treated with respect by our large in-house sales and support staff. Our personnel undergo weeks of training before they communicate with customers ensuring that we provide honest, clear cut, answers to customers’ questions. South Beach Transport employees are simply the best in the business." Since then, numerous attempts have been made by my self and my wife to talk with a manager or supervisor of ANY department. Every number of the automated response system at South Beach Transport goes directly to voice mail and voice mails have been left. Not one person has returned a phone call. The sales rep does respond but not in a timely manner. How can customer service be 24/7 if you can not talk with anyone during business hours? South Beach Transport has been given ample opportunity to try to make this a better experience. They have left me no other option but to write this poor review. I will have to cut my vacation short in order to pick up my vehicle as to not incur any further storage costs. This is not an all inclusive list of issues (or gripes); just the main points; can not comment on vehicle condition. Extremely disappointed and unsatisfied.
Shipment Details
Origin State:
Hawaii
Pickup:
Early
Destination State:
Kentucky
Delivery:
Early
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
22443-NQ
Quote or Order Cost:
$1950