Less than impressed; a frustrating experience
Julian Kain
Submitted this review about
Specialty Mobile Systems
Review made Live: 7/22/2005 2:59:00 PM
My experience with Specialty Mobile Systems was not a good one. I chose them based on the plethora of excellent reviews, but unfortunately cannot contribute a similar one based on my experience.
I initially ordered transport service between VA and CA from Dee, who was very kind and courteous. I was told that the pickup window was to be less than 10 days. I was also told that the rate I was quoted ($1195) was a good rate such that assigning a carrier likely wouldn't be an issue.
I waited for that 10 day period without receiving a call, meaning that no carrier had been assigned. On the 11th day, I placed a call to Specialty Mobile, and the representative could only say that indeed a carrier wasn't yet assigned, but he would work on it and return my call. I did not receive a return call. On the 11th day, I called again. This time, a different representative simply told me that she didn't know why I hadn't heard from them yet, because it "usually doesn't take so long." I persisted with my calls, and time and time again I couldn't get any answers. I was told on numerous occasions that I would receive call-backs, and I never once did. I felt as if my file simply didn't exist.
Eventually, after the two-week mark, I received a call -- not from Specialty Mobile -- but from the transporters themselves. This company, Overnight Transport, was very reliable and could easily be contacted. My car was delivered quickly and in good condition. (Note: The rate, on delivery, was $70 more than quoted, for a fuel surcharge.)
Two days later, I got a call from another transport company, saying they were ready to pick up my car. I embarrassedly told them that it had already been delivered, and apologized for Specialty Mobile's lack of communication. The next day, Dee from Specialty Mobile called me (for the first time since I placed the order) asking, of all things, for my credit card number to place the deposit. She said "your car's been picked up, right?" It was, of course, delivered three days prior.
I don't know what happened with my file, or why I slipped through the cracks. With the exception of Dee being quite friendly, dealing with Specialty Mobile was frustrating, and the communication was downright horrible. Overnight, on the other hand, did an excellent job. I feel like my move was 100% facilitated by this company, run by Ray with the driver being Lenny. I am rating the experience 2 stars only because of the good experience with Overnight.
