Company Response Review Report Review
Horrible Ethics

Natalie Submitted this review about Suncoast Auto Transport Inc.
Review made Live: 10/16/2012 2:25:00 PM
My car was supposed to be delivered to my home 3 weeks total, or seven days after it arrived at port of Long Beachi. My car was shipped out on June 22nd and arrived in the port a week later. The truck went to the port twice to pick up my vehicle but was denied access to my car because Sun Coast failed to send the Matson Port in Long Beach, CA the release form, allowing the truck access to my car. My car was delivered late and the customer service department at SunCoast lied to me, saying that they paid a storage fee for my car out of the goodwill of their company because the trucking company messed up. After SunCoast told me that, I called Matson myself and they told me that THEY waived the fee-SunCoast NEVER paid a fee, and it was, in fact, SunCoast's fault for not sending in the release form to Matson. My car was two weeks late from when SunCoast said they would deliver my car and SunCoast failed to do their job. They were supposed to send in the release form to Matson and failed to do so twice. Therefore, I feel I was entitled to a refund of the $250 that I paid SunCoast for failing to do what they said they would do. On top of my car being two weeks late, SunCoast owner didn't believe me when I told him that his customer service agent, Cristina, told me that she had paid a fee for keeping my car at Matson. They blamed the trucking company and then Matson for not doing their job but the entire time, it was SunCoast who forgot to send in my release form. The owner would not give me a refund and would not take any responsibility that his company failed to send the release form to Matson so that the trucking company could pick it up even though it was blatent that they were at fault. This company does not have any ethics if something goes wrong and will blame everyone else even when it is obvious that they messed up. I could have done this job myself but was trying to make my move to Illinois easier by hiring them to do it for me.
Shipment Details
Origin State:
Hawaii
Pickup:
Never
Destination State:
Illinois
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
106001-NT
Quote or Order Cost:
$250

Company Response
Becky from Suncoast Auto Transport Inc. Submitted this response.
Response Date: 10/17/2012 10:42:00 AM
Suncoast did not drop the ball on this in any way. We set everything up for this customer with Matson (the company that ships vehicles to and from Hawaii) and also with the actual carrier that picked the vehicle up from the port and delivered it to the address provided for us. Suncoast sent the release to Matson on July 3rd, which is the first date this vehicle was available. We actually sent it on two seperate occasions and we have the dated emails to prove it. Unfortunately Matson did not process it for some reason. THIS IS WHY SUNCOAST FOUGHT WITH THEM OVER THE PHONE TO GET ANY LATE FEES WAIVED FOR THE CUSTOMER. Suncoast did not pay storage fees for the customer, but we DID get Matson to waive their fees. Matson is the main shipping company that ships vehicles to and from Hawaii. They are normally very good and reliable but a mistake was made on their part and we rectified it immediately. The fact that we have dated emails showing we did our part and also that they waived their fees (normally they do not do that) shows that we did our job and went out of our way to fix any mistakes made by the other parties involved.