Company Response Review Report Review
No Service

Clarke Submitted this review about United Road Services, Inc
Review made Live: 1/14/2009 3:28:00 PM
When I contracted I was told I could expect delivery in 5 to 7 working days. I contracted them December 29th and did not hear from anyone afterwards. On January 5th I called to check on my status and was informed that no driver had been assigned yet and it could take a few days. I called again on The 9th and was again told that no driver had been assigned. Finally, since no one had ever bothered to call me and they still had no driver assigned and didn't know when one would be I spent part of Monday the 12th looking for another transport company. Late Monday afternoon (Jan. 12th) I fired United Road (talked to Crystal) and paid another company $100 more than United ($844) to pick up my purchased car. I requested a refund of my $745 payment and was told by Crystal it would take 24 hours to process. Three days later my money has not been refunded. If it isn't processed by this coming Friday, I'll have my attorney send a demand letter and notify my credit card company to pursue the matter.

My experience with United Road was and is a very poor example of customer service. I am in the automobile business (30+ years) and frequently use transport companies for auction purchases. My father was in the "over the road" trucking business and I managed a commercial truck dealership so I am familiar with scheduling so as not to deadhead a load if possible. That however doesn't excuse no phone calls or emails to contact the customer for updates. An automobile purchase is usually expensive and involves a certain amount of emotion on the part of the buyer.

My delivery will be delayed another week or more due to the cavalier attitude towards customers of United Road by its representatives.

I strongly urge those considering this company to disregard the lower price offered and pay the extra for better service elsewhere.

You know the irony here is that while you are on hold on the phone at United Road a voice tells you how much you and your opinion matter to the company. But those words are hollow and are likely to instill a false confidence in the consumer.
Shipment Details
Origin State:
New York
Pickup:
Never
Destination State:
Alabama
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
7496361
Quote or Order Cost:
$745

Company Response
Pamela Adkins from United Road Services, Inc Submitted this response.
Response Date: 1/26/2009 1:58:00 PM
United Road Transport regrets Mr. Steele was unhappy with the service he was provided. Our standard service, which was selected, does not gurantee any specific pick up or delivery dates. The timeframes given were estimates based on the normal timeframe for his type of transport. The time of the year and during the holiday season when Mr. Steele initiated his move had an incredible emphasis, as weather and other factors provide cause and effect over the Trucking industry. This year was no exception. Our customer service department was in contact with Mr Steele multiple times during the short time he had his order active with us as he called in frequently to check the status on his order. Finally, Credit card refunds do get processed within 24 business hours of cancellation. The refund was promptly credited to Mr. Steele’s credit card upon cancellation. Beyond our control, our customers credit card companies or banks take a few days to a week to process these refunds on their end before the customer actually sees it in their account.