Angels Moving Autos

I am rejecting this response because: Again I did not give consent to contents in the contract. I also did not sign the contract. In addition I reserve my right not to be held to contents in an unsigned  document.  At this point the contract  is null and void . Further more this company taking money and not rendering any services to there customers should be documented with Revdex.com and its against the law. Its just been countless customers they have taken money from with out given them the services that they have been adverting for. The best mediation is simply refunding my $300.00.Please see attached file of  the countless customers they have wronged.[redacted]

I am rejecting this response because:At the time I placed the order, I was NEVER notified of 2 carriers.  How come on my phone calls through 12-26 to the office of Angels, I was NEVER notified of another carrier?  I was consistently told through 12-26 that another carrier had not yet been located.  I was not notified of [redacted] on 12-26; that was the day I cancelled with [redacted] and even then she never said a word about another carrier.  Again, upon booking, I was NEVER made aware that a second carrier was available.  I don't understand how [redacted] can say that at NO time was there not a truck assigned.  That is a blatant lie.  Where was my email notifying me of this possibility?  Where was my phone call?[redacted] is not going to back down on this.  I have given thorough written proof that she owes me a credit.  [redacted] does not have any written proof to back her words.Note to [redacted]: For being a Christian company as you claim, you should be ashamed of yourself.  But you will have your day.

Dear [redacted] -I have received the complaint presented by [redacted], however, she is not giving all the facts and is not speaking the truth.   As per our contract, paragraphs 18 and 19 states,18.  By either submitting your order online, sending us your order by fax or by email, Angels...

Moving Autos understands you are placing your order and accept the terms and conditions (in lieu of your signature) found here and on Angels Moving Autos web site.19.  If you place an order with us, you have the option to cancel any time prior to your vehicle being assigned to a transporter you will be charged a $50.00 administration fee, the remainder of your reservation fee will be refunded. If your vehicle is booked on a transporter before you fax or email your cancellation, you will lose the amount of the reservation fee.Our office placed this order on 05/20/2016 as seen from our screen shot below.  We scheduled the carrier on June 3rd, assigned to [redacted], to pick up on June 13th or 14th.  The second carrier was assigned as well, West Coast Auto Transport Service Inc.  They were to pick it up on the 14th from Wayne’s yard and take it to Florida.[redacted]Pending2016-05-07 08:44:22[redacted]Priced2016-05-09 07:14:36[redacted]Placed2016-05-20 15:42:28[redacted]Scheduled2016-06-03 06:29:02[redacted]Canceled2016-06-06 14:51:26[redacted] and [redacted] placed the order over the phone with me and via email, she provided her credit card and was told it would be charged once the carrier was assigned.  They clearly had the terms and conditions in their possession, because their email stated that they had review it.They cancelled the order AFTER we assigned their carrier.  We refunded $750.00 from the charge, however, our scheduling fee of $300.00 was non refundable once the carrier was assigned.  Our office spent over 5 hours setting this order up, and we cannot afford to work for free.  We have attached all emails showing the correspondance between us and the customer and both the carriers that were assigned.  If you need any further documentation please contact us.[redacted]

First of all, I resent the fact that [redacted] included names and contact information of my family in her documentation when the instructions from the Revdex.com is not to include personal information. I hope that information will not be disclosed.   Next, all of the companies that I had interviewed did not charge a credit card until a carrier was assigned. I didn't feel "safe" with Angels as their policy was no different. [redacted] did secure a carrier while I was on the phone on 12/22 which I thought was rather odd since no other company had offered to do that. [redacted] found a carrier while I was on the phone with her who could pick up the car on 12/29 or 12/30, yet in just a short period of time, [redacted] found out that the carrier might not be able to pick up the car on those dates because he might extend his Christmas vacation. He didn't know that might be a possibility at the time of his call with [redacted] while I was on hold or did [redacted] just withhold that piece of information from me so that I would secure the services of her company?   As stated in the contract, "If your vehicle is booked on a transporter before you fax or email your cancellation, you will lose the amount of the reservation fee." The email showing the driver sheet from [redacted] was dated 12/27. I had already cancelled the services from Angels on 12/26 after talking to an office girl at Angels AND [redacted] and after still being told that a driver had not yet been found. And, [redacted] had a pickup date of 12/31 which WAS NOT the same as the original pickup date that I was given on the phone of 12/29 or 12/30, or even the date of 12/30 that was listed on the notification from [redacted]. [redacted] said she had immediately contacted [redacted] and secured a place on their truck. Five days later is not immediately and I was never informed of this even being a possibility.   Speaking of a reservation fee, [redacted] told me that of the $1,236 charge ($36 which was because I opted to pay the entire amount upfront), $950 would be paid to the driver. That means that any reservation fee would be $250 not $300. On my credit card bill, I was issued a credit for $936. That makes me believe, that because of the cancellation, [redacted] is trying to get an additional $50 from me by "implying" the driver fee was only $900 as the charge showed and charging me a $300 reservation fee instead of $250.   The only hasty decision I made was to fall for [redacted]'s false information that she gave me, even from the first phone call. I canceled BEFORE a driver was found. I will pay the $50 administrative fee but I believe the remainder of the reservation fee should be refunded.   [redacted] NEVER told me that I could use the fee to schedule a transport in the future. I was totally surprised that she would even write that in her documentation. The last thing that she said to me was that she had the authority to refund my entire amount and that she would consider it. I called [redacted]'s office twice before I started this complaint in hopes to reach a resolution with her, but she never returned my phone calls.

Review: Below is a copy of the email sent requesting my deposit of $300 dollars back from this company.

I'm writing this letter to receive my deposit of $300 dollars . It was stated by the carrier that my car would be an additional $300 dollars up on delivery in addition of $1250 that was already agreed to with Angels Moving Auto which would bring my total cost to $1550. The contents that are in my car are clothes and paper documents which I have had in my car in previous shipment and there were no additional charges . More over I would like to have my deposit after being treated unfairly and talk to real nasty , and in a condescending tone i.e swearing name calling then eventually hanging up in my in my face . In addition because (AMA) has not comped or waive these (undisclosed fees) I no longer want to do business with this company. I would like my money credited/ deposited back in my account today 7-29-2016 .

-[redacted]Desired Settlement: Refund.

Business

Response:

Dear Revdex.com -Mr. [redacted] complaint is at the least, laughable. Our office placed his order on July 14th. He was emailed his contract, the same terms and conditions that can be found on our website, which state: 9. Angels Moving Autos or its agents will not knowingly transport vehicles with personal or household items in the passenger or trunk compartment. Federal regulation prohibits Angels Moving Autos or its agents from doing so. If such items are shipped unbeknown to Angels Moving Autos or its agents, such items become the sole responsibility or the shipper. Should damage occur due to transporting additional items in your car you will be subject to additional fees at the discretion of the transporting company. If vehicle is found to contain undisclosed items on pick up, the carrier may charge an additional fee at their discretion.Our carrier was dispatched on July 14th to pick up his vehicle on July 29th. Our carrier arrived on July 29th to find Mr. [redacted] car packed with personal items. The carrier then told the customer he would be charging an additional $250.00 - $300.00 for the personal items in the car. Mr. [redacted] then called our office hollering at my employee, [redacted] . After 25 minutes of speaking with the customer, [redacted] felt the need to call me, on my cell phone, because the customer would not stop yelling at her. A three way call was put into place between myself, Mr. [redacted] and my employee [redacted]. At no time did we treat the customer disrespectfully, we tried to come to a resolution with him which was not going to happen, he wanted us to ship the car, full of the items, or refund his money, neither was an option. Mr. [redacted] informed me he would file all necessary documentation, including a lawsuit to try to get his $300.00 reservation fee returned. We made it clear to him that we NOT refund the money and he could do all he felt he needed to do, his threats did not concern us.There is nothing more to discuss in this matter.

Consumer

Response:

I am rejecting this response because: Again I did not give consent to contents in the contract. I also did not sign the contract. In addition I reserve my right not to be held to contents in an unsigned document. At this point the contract is null and void . Further more this company taking money and not rendering any services to there customers should be documented with Revdex.com and its against the law. Its just been countless customers they have taken money from with out given them the services that they have been adverting for. The best mediation is simply refunding my $300.00.Please see attached file of the countless customers they have wronged.

Review: My dispute involves two companies, [redacted] Transport It and Angels Moving Autos. Both companies cheated and misled me. I agreed to a contract with Angel's Moving Autos to move my car. Not too long later I get a call from a "[redacted]" from [redacted] Transport It. He misled me into thinking he worked for Angels as a dispatcher and ultimately sent someone to get my car, charging me for the service. They get my car Tuesday, April 15th. Wednesday, April 16th, I get a call from Angels apologizing how they haven't gotten a carrier yet. To which I say "didn't you pick it up already? [redacted], your dispatcher told me you did". They subsequently tell me I've been swindled. But that wasn't the end of it. On Thursday, April 17th, Angels charged me for their service. This is surprising on multiple accounts. First, I was told there'd be no charge until my car is picked up. Further, they KNEW, without a doubt, my car had already been picked up. So they sent out a truck anyways, claiming they can charge me as long as they attempt to get my car. In the end I got double charged for the service. This is simply not cool. This is not how you do business in America.Desired Settlement: A total refund from Angel's Moving Autos, which amounts to $200.

Business

Response:

I am surprised by [redacted]'s complaint because our office has not received any communication from him in regards to this complaint. First and most important, [redacted] is a repeat customer with us, he had already worked with us in the past and was extremely satisfied with our service, hence calling us again to ship a car. [redacted] has given false information in this complaint. On April 8th [redacted] contacted us in regards to shipping his car. We placed his order on April 11th for a pick up window of April 12th-April 19th. On April 14th we contracted a carrier to pick up the vehicle the following day, we then charged his card our scheduling fee of $200.00. At that time [redacted] was called, emailed and text messaged all of the carriers information. The next morning we contacted the carrier to verify they would be picking up that day as scheduled, and the "carrier" informed us that [redacted] had his order placed with another broker as well and let us know they could not haul it because it had two brokers working on the order. We then let [redacted] know by voice mail and text message that a new carrier would have to be assigned, and that had not happened yet, we also left in the voice mail message that we needed to hear from him because our carrier cancelled because they believed the car had been double brokered. ONLY THE CUSTOMER CAN DOUBLE BROKER A LOAD, WE AS THE BROKER DO NOT PLACE AN ORDER WITH OURSELVES AND THEN BOOK IT WITH ANOTHER BROKER AS [redacted]S COMPLAINT IS TRYING TO LEAD PEOPLE TO BELIEVE. When we contacted [redacted] about this, he did NOT return our call. At that time, our fee is non refundable because we have assigned a carrier, that is the reason for the charge. [redacted] obviously gave his information to a 2nd broker because they did in fact have his car picked up and shipped. The only communication we received from [redacted] was through a text message telling us is the following - [redacted] - 255188:

Okay... I think there's someone, not you, trying to screw me and I'm looking to get to the bottom of this

6:24 AM- that is a copy of the text he sent us on April 18th and then we did not hear from him again. [redacted] had obviously booked his order with someone else and is now trying to blame us for this with the complaint because we did not refund his scheduling fee. Unfortunately for [redacted], it looks like he shopped around for a better price and faster service, and only ended up hurting himself by doing so.

Business

Response:

Our notes in the order state we left [redacted] a voice mail in regards to getting back to him about the double brokering incident. Once again, I state, [redacted] hired two people to try to get his car shipped, more than likely to see who could get it done the fastest or cheapest. The carrier that did haul his car was [redacted], an affiliate carrier of ours. The message he received was that [redacted] is the carrier that told us they received the paperwork from 2 brokers.

Consumer

Response:

I am rejecting this response because:

I received a quote from Angels Moving Autos and was satisfied with the initial quote... so I called-in to learn more details. Upon calling, I was unpleasantly surprised at how rude the lady was to me. She was very short and had low tolerance for me asking for more clarity. I was even more astonished that she was the owner. Customer Service is important to me so if you have no patience for me, I guess my money is no good here.

Review: I had called Angels Moving Autos to request services. They requested my credit card to charge $250 at the time that a carrier was assigned to my car. Prior to being notified that any carrier had been assigned, and prior to my credit card being charged, I called Angels Moving Autos to cancel my service. No car had been picked up for transport. At that time, I was told that I would have to pay a $50 cancellation fee. I refused, stating that this was no where on their website, nor had anyone verbally given me this information. After I hung up, I received a message from the owner stating that I would actually be responsible for $250 because a carrier had been assigned. I find this a fraudulent practice because at the time I cancelled my service, my credit card had not been charged, indicating that a carrier had not been selected. Further, their website does not indicate any of their policies in the FAQs. The information is not readily available to the consumer. I was later sent an email with a paragraph of their policy, but this was not specified up front. No fee structure is stated on their website or given over the phone, such as, "You are paying for a service for us to find a carrier, and that service is $250." This was NEVER stated anywhere. I have already filed a dispute with my credit card company, and I refuse to pay any money to this fraudulent company.Desired Settlement: No fee will be charged on my credit card.

Business

Response:

[redacted] first contacted our office on Sept. 8th at 12:32 pm PST and requested an auto transportation quote. She first spoke with [redacted], but was then transferred to [redacted], the owner of the company. During the first conversation on Sept 8th, Mrs. [redacted] was fully disclosed of our terms and conditions in regards to when we charge a credit card. The conversation with her lasted over 20 minutes and all of her questions were answered.

On Friday, Sept. 19th at 1:59 pm PST Mrs. [redacted] called our office and placed her order. At the time she placed the order she provided her credit card with the full knowledge that her card would be charged once a carrier was assigned. On Monday, at 7:36 am our office dispatched her order. Mrs. [redacted] called in at 8:19 am to cancel the order. At that time we had already dispatcher her carrier, verified the carriers insurance, became a certificate holder for the load, and entered into a contract with the carrier, [redacted]. Mrs. [redacted]'s order was in the dispatch departments hands when she called, [redacted], the agent on the phone, was not aware that the order was in the process of being dispatched when Mrs. [redacted] called in. Mrs. [redacted] was called back immediately and notified that her vehicle had been assigned to a carrier and that her know that the non refundable scheduling fee was charged.

Mrs. [redacted] informed us that she cancelled her order because she found a "cheaper" price from another company. Perhaps Mrs. [redacted] should have looked further into that during the 11 days she had from the time she first called us to the time she called and placed the order. Much time in our office was spent on [redacted], and unfortunately we are unable to work for free because customers "change their mind". Mrs. [redacted] is welcome to use her scheduling fee with us for a future shipment.

I think it is quite obvious that after shipping over 30,000 cars in 11 years we do not practice our business "fraudulently"

Thank you,

Consumer

Response:

I am rejecting this response because: No signed contract can be produced by Angels Moving Autos to show that I actually entered into business with this company. In the meantime, the owner, [redacted], has harassed me via email repeatedly this morning, which is poor business practice. I seriously hope that Revdex.com will consider lowering the score currently given to them.

Business

Response:

I do not understand how Mrs. [redacted] could say she did not go into a contract with us when she provided her credit card information. Her contract was emailed to her, however she did not sign it and send it back, that does not stop us from assigning carriers. She also called this morning to cancel her order, had she not placed an order with us, why would she call to cancel the order.

I am so sorry she feels harassed, I simply replied to all of her emails every time she sent one in. If she feels my replies are harassment I will be happy to not engage in conversation with her any more, however, I was responding to her lies and accusations. To say you never placed an order and did not enter into a contract when you have provided a credit card and called to cancel an order makes it pretty clear who is being unethical here.

It would be a shame if the Revdex.com lowered our rating due to a customer that had buyers remorse and is using this to try to strong arm us into refunding her fee. Shame on you Mrs. [redacted] for placing an order with us and then deciding to use some one else because they quoted you lower. You had plenty of time to do your research.

Once again, we do NOT work for free [redacted], I feel as though you use tantrums and anger to control people and to get your way, that will not be the case in this instance.

Consumer

Response:

I am rejecting this response because: Obviously we are on different sides of this coin and cannot come up with an agreeable solution. I left a message for your business on Satruday with questions. Why would you proceed to find a carrier without answering my questions, and without a signed contract? If Revdex.com cannot help to resolve this issue, I will continue to dispute the charge on my credit card. No need for further response from the company. It is obvious this cannot be worked out through Revdex.com channels.

Review: The representative I spoke with, [redacted] or [redacted] was VERY disrespectful! All I asked was to have the date I set to get my car picked up from May 11th pushed back to May 15th and she made a huge deal out of it! Wasn't listening to anything I was saying and told me she couldn't help me?? Well news flash, its your job to help your customers! I was so taken back by her attitude I just hung up. On top of everything else she cancelled my contract (When I never asked her to) which forced me to start all over again with my search for a better company! I will not recommend this car transportation company to ANYONE!Desired Settlement: All I would like is an apology for poor customer service!

Business

Response:

Mr. [redacted] contacted our office to change his pick up window to a 2 day pick up window, when I explained that the shipping rate would be higher he did not like hearing that. I attempted to explain the process to him several times and realized he did not understand the industry. His location in Mississippi is a difficult shipping location, and we could not provide him a 2 day pick up window without hiring the services of a flatbed. I see no reason to apologize to someone that I did not harm to. His accusations are preposterous, I simply told him I could not provide the service at the same price he was quoted for his original contract due to the changes he requested.

Business

Response:

Mr. [redacted] contacted our office to change his pick up window to a 2 day pick up window, when I explained that the shipping rate would be higher he did not like hearing that. I attempted to explain the process to him several times and realized he did not understand the industry. His location in Mississippi is a difficult shipping location, and we could not provide him a 2 day pick up window without hiring the services of a flatbed. I see no reason to apologize to someone that I did not harm to. His accusations are preposterous, I simply told him I could not provide the service at the same price he was quoted for his original contract due to the changes he requested.

Review: I employed Angles Auto movers to move two ford Mustang cars from West Carlton ave Orange CA the order was placed on or around May the 28th 2014.Both cars were being shipped to the same address in Westland Detroit MI one of the cars was to be shipped on an open trailer at an agreed cost of $1350 dollars , the second car because it was a bare boss R racing body shell unpainted was to be shipped in an enclosed trailer [redacted] who took my order asked me to send her pictures of the car and conformed it needed to be sent enclosed and the cost would be more expensive I agreed to the extra cost of $1659 dollars .The brand new body shell was collected from Orange city CA and some four days later arrived on the 11th of June covered in rust I phoned as soon as the car arrived and asked to speak to [redacted] who was not available and would call me back, I did not receive a call back so called again the following day at 12 noon east coast time I was told that [redacted] was not available and would call me back .I did not get a call back by 4 pm Thursday the 12th I had a phone call from a dealer in Portland to inform me the third car I asked Angles to ship had been badly damaged I immediately called and informed them of the damage and finally got hold of [redacted] .She admitted the car should have been sent enclosed and would pay for the damage to the new body shell. I sent her three quotes the cheapest being $4500 so far she has tried every trick in the book to avoid paying for her mistake .Desired Settlement: I would like [redacted] to honour her agreement to pay for the damage on my car I have been kind and understanding.I know having been in business for 30 years that accidents and mistakes happen but all I ask is that she pays for the damage to my car of $4500 dollars to avoid the unnecessary costs of going to court .The urgency is the body shell is getting worse by the day and if not treated quickly it will require a new body shell at a cost of $22,000 dollars

Business

Response:

In response to [redacted] is demanding that he be paid for damages to his car. Unfortunately, Mr. [redacted] does not have the necessary documentation to support his claim. Progressive Insurance ran a full investigation and found the driver innocent of any wrong doing or damage to the vehicle. Mr. [redacted] sends text messages approximately 3-5 times a day with threats of lawsuits, however has not gone after the party that has signed the inspection sheet that the car is not damaged, which releases the carrier from any liability. Mr. [redacted] obviously failed to read his contracts, he also never signed them. We honored our obligation completely. He has informed me he will go to all lengths to damage our reputation if we do not give him $22K. We are handling the matter step by step and will not respond to blackmail. [redacted]

Consumer

Response:

I am rejecting this response because:

Unfortunately, Ms. [redacted] is confusing the two vehicles that were both damaged from being in her trust and care. Again I will reiterate. I am first speaking of recovering the damages from the first auto, a brand new Mustang Boss 302R racing shell that was delivered, damaged with rust. Again, Ms. [redacted] agreed that it was her error and agreed to pay out of her own pocket instead of filing an insurance claim. The necessary documentation for this damage was sent to her, at her request, as 3 estimates for the repairs. As for threats 3-5 times a day of lawsuits; quite possibly she might be confusing me with a different unhappy customer.

Review: I called Angels a month prior to when I needed my vehicle picked up. I did this in advance because I knew the logistics had to be dead on in order for me to leave one base and arrive to the next one. My original conversation with April went well. I gave her my requested dates for pickup and delivery (20 Feb p/u and 22 Feb del). She told me they could do it for $650 but I would have to call back ten days prior to lock in the price because I called so early. I called back as told on 11 Feb and of course the price went up to $750. I get the contract with my name spelled wrong and tried to get it fixed before I signing it. This is when [redacted] comes into the picture and things changes. She called me because the contract needed to be signed. After signing I asked if the dates where still firm and she said no. We will have to pick your vehicle up on Fri the 20th. I immediately got concerned because I knew my house would be packed out and I had to be en route to my new military location that Friday evening because I had to report to duty Monday morning. She told me to be patience and let her do her job. Everything will be ok! This is Wed even. Thursday comes and go. Friday comes, my family and I are living out of suit cases. My house is empty. I have to check out of the hotel at 9 o'clock. We are basically sitting at the mall waiting on a call. I ended up calling at noon to be told that the contract states they have until 11:59 to pick my vehicle up. Plus [redacted] threate to hang up on my wife for yelling but you must understand the situation we had sitting around with kids and no where to go on top of needing to be on the for the next duty station. Long story short, I had to leave my vehicle with my neighbor because I was promised again that it would get picked up Saturday morning. They didn't pick the vehicle up until 1:30 that evening and I didn't get it on Monday like promised. I got it on Tuesday instead. [redacted] promised to talk to the manager but we haven't heard anDesired Settlement: We would love to talk to the owner.

Business

Response:

To Whom it May Concern:[redacted] contacted Angels Moving Autos on January 27th, 2015 and was given a shipping estimate of $650.00. He was notified at that time that Angels Moving Autos would be unable to give him the accurate shipping rate for his specified dates (February 19th - 20th), but if he were to call 10-14 days prior to his window of availability, we could give him the correct shipping rate for his time frame. [redacted] called back on February 12th and received the current shipping rate for his vehicle, a total price of $750.00. He then decided to place his order and notified us that the vehicle could not be delivered until on or after February 22nd. For this particular shipment, it was difficult to find a carrier that was willing to pick up on February 19th or 20th and wait to deliver on or after February 22nd, as most drivers or teams make that trip in 1-2 days and aren't willing to wait an extra day or two for one vehicle delivery. As well, with a small window of availability, [redacted]'s being the 19th and 20th of February, it is very common to to assign a carrier and have the vehicle picked up on the same day.A carrier was assigned on February 16th, 2015; Fair Fast Auto Transport with a pick up date estimated for February 19th, and delivery date estimated for February 22nd. Unfortunately, on the morning of February 18th, Fair Fast Auto Transport notified us that they had to cancel their contract with us due to no longer being able to meet the contractual dates. We notified the customer(s), [redacted] and [redacted], right away and immediately began working on assigning a new carrier. Three carriers were immediately found available to pick up within [redacted]'s window of February 19th or 20th, but all three carriers needed to deliver either February 20th or 21st. On the morning of February 20th, [redacted] and [redacted] called Angels Moving Autos stating that they needed to know when their vehicle was being picked up because they were leaving that day for Alabama. Angels Moving Autos was unaware that our customer would not be available for the full second day of the contracted agreed window of availability, but quickly came to a solution with a great quality carrier, where [redacted] could drop the vehicle off to a local shipping facility (about 20 minutes away from his residence in San Antonio), and Cowboys Auto Transport would then pick up his vehicle on February 21st and deliver 1 - 2 days thereafter. [redacted] and [redacted] then notified Angels Moving Autos that they had decided it would better suit them to leave the vehicle with their neighbor, as they needed to get on the road to begin their trip to Alabama on February 20th and were more comfortable having their vehicle picked up on Saturday from their neighbor. Angels Moving Autos was able to successfully assign a carrier on February 20th, after decreasing Angels Moving Autos broker fee/reservation fee by $25.00 in order increase the amount to contract a carrier on shorter notice (one day pick up of February 21st). Stateline Trucking was then assigned and ESTIMATED pick up the morning of February 21st and delivery ESTIMATED to be February 23rd. Angels Moving Autos is always mindful to notify our customers that any updates on pick up and delivery times are ESTIMATES, and as it states in the signed contract in articles 1 & 2; 1. "Angels Moving Autos or its Agents do not guarantee specific pickup or delivery dates." 2. "The shipper understands that any shipment may be delayed due to weather or road conditions, supply and demand, mechanical breakdown of trucks, illness, etc., and that Angels Moving Autos will not be liable for or reimburse any vehicle rental expense."Angels Moving Autos fully understands the pressure that [redacted] and [redacted] were under due to arranging their family's move as well as their vehicle transportation, and we apologize for the inconvenience caused in assigning a carrier to meet their specific needs. Angels Moving Autos gave them the opportunity to seek other help and cancel their order with our company if they felt that was in their best interest. They continued working with us, and we worked diligently to meet their needs to the best of our ability to meet our contractual agreement to assign a carrier within the dates of February 19th and 20th. We arranged for drop off of the vehicle to be on February 20th at a local carrier facility, but [redacted] and [redacted] felt more comfortable with leaving their vehicle with a neighbor and arranging transportation pick up on Saturday, February 21st, from said neighbor. Due to [redacted] and [redacted] being unable to be available for the full pick up window (the 48 hour pick up window of February 19th - 20th), Stateline Trucking was then assigned to the load around approximately 10:39am PST; the vehicle was picked up the afternoon of February 21st from stated neighbor, and delivered the morning of February 24th to [redacted].

Consumer

Response:

I am rejecting this response because: where does it state in Angels moving auto that I will deliver my vehicle to an undisclosed location? I thought I was paying for them to pick the vehicle up. Second, why is the customer the only person being held to the contract? As it was explained in the prior message from me. I didn't find out there was a problem with the pickup date until we just happen to be on the phone talking about signing the contract. I have been in the military for twenty two years and have moved my vehicles for a total of 4 times and have never been talked to or treated so disrespectful. I will do the right thing going forward and make sure that this company will not treat another military member as such.

Business

Response:

I believe [redacted] and I, the manager of Angels Moving Autos, had a great conversation over the phone and were able to settle the dispute verbally on March 4th. [redacted] and [redacted] have my personal cell phone number to call me with any further questions or concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: On 12/22 (my initial call), [redacted] set me up with a driver who would pick up my car on 12/29 or 12/30. I got an email from her with the contract that stated that the requested pickup was 12/23 to 12/31. That should have been my first red flag. I immediately called her back to make sure the car was still going to be picked up on 12/29 or 12/30 as she had said it would be. Just in that length of time, she said the driver might not be able to pick the car up at that scheduled time because he might extend his Christmas vacation until the first of the year, and that they would let me know for sure on 12/26. On 12/24, I got a call from one of the girls in the office that indeed the scheduled driver was going to extend his Christmas vacation and that they would have to find me another driver. I was panicked at that time because I needed the car at its destination no later than 1/2/15 which [redacted] had assured me would happen even though it was the holiday season. I called the office back on 12/26 to find out if they had found a driver. I was told that they had not yet found a driver. I called back later that day to cancel their services as I needed to make other arrangements (I talked to a girl in the office). [redacted] got on the phone and said that she would refund my money to the driver but would withhold $300 because I wasn't giving them until 12/31 to find a driver. I never agreed to 12/31 and on 12/22 when I had asked [redacted] about the 12/31 date, she told me not to worry about it. Red flag! Their contract says that all monies will be refunded if a driver has not yet been found. They had a driver at first but that was short-lived so at the time of my cancellation, a driver had not been found. Frankly, I think that [redacted] just told me upfront that she had a driver when in reality she didn't just so she could charge me $300. Of all the companies I called to interview regarding a car transport, this company is the only one that bad-mouthed other companies. That should have been another red flag.Desired Settlement: Refund the $300.

Business

Response:

To Whom it May Concern:When [redacted] contacted us she immediately notified me that she had been working with another company for over a week and they were unable to secure her a carrier. She said that they were blaming it on the holidays, which I agreed had some effect, however, when she informed me of the rate they quoted her, I informed her that the rate she was quoted was too low to have the car shipped. When she refers to me speaking badly about other companies I was simply telling her that her situation happens a lot in this industry, brokers will quote too low to be able to contract carriers, and in lots of cases they charge non refundable deposits. [redacted] felt safe with us when I explained to her that we do not charge a credit card until the carrier has been assigned. I secured her a carrier while on the phone with her, and gave her the carriers information, [redacted]. As you can see we have attached [redacted]s contract with us in which they wrote they needed to cancel. We have also attached the driver sheet from second carrier we assigned, [redacted] states in her complaint she does not believe we ever assigned a carrier, however the attachments show that we did in fact secure a carrier, that carrier had to cancel because their driver decided to stay home with his family longer then he had originally anticipated with his family(home for holidays). I immediately contacted [redacted] and secured her a space on their truck, with the same pick dates as the original truck within the contracted window. [redacted] informed us that her son, the owner of the car had decided to haul the car himself with a [redacted] trailer. Unfortunately, [redacted] made a hasty decision by cancelling, and then after words discovered that her that her reservation fee was non refundable because that fee is what we charge when we assign the carriers. [redacted] - dispatcher the order was assigned to was Otis, he can reached at [redacted] or [redacted] to verify this information. [redacted] -dispatcher the order was assigned to was [redacted], he can be reached at [redacted] or [redacted] to verify this information. The paragraph below is in fact the same one [redacted] highlighted in her complaint, which clearly shows that our fee is non-refundable because we did in fact do the job that the scheduling fee covers, we scheduled her a carrier within the allotted time frame. 19. If you place an order with us, you have the option to cancel any time prior to your vehicle being assigned to a [redacted]er you will be charged a $50.00 administration fee, the remainder of your reservation fee will be refunded. If your vehicle is booked on a [redacted]er before you fax or email your cancellation, you will lose the amount of the reservation fee.We informed [redacted] she can use her fee to schedule a [redacted] in the future. Sincerely,[redacted]

Consumer

Response:

First of all, I resent the fact that [redacted] included names and contact information of my family in her documentation when the instructions from the Revdex.com is not to include personal information. I hope that information will not be disclosed. Next, all of the companies that I had interviewed did not charge a credit card until a carrier was assigned. I didn't feel "safe" with Angels as their policy was no different. [redacted] did secure a carrier while I was on the phone on 12/22 which I thought was rather odd since no other company had offered to do that. [redacted] found a carrier while I was on the phone with her who could pick up the car on 12/29 or 12/30, yet in just a short period of time, [redacted] found out that the carrier might not be able to pick up the car on those dates because he might extend his Christmas vacation. He didn't know that might be a possibility at the time of his call with [redacted] while I was on hold or did [redacted] just withhold that piece of information from me so that I would secure the services of her company? As stated in the contract, "If your vehicle is booked on a transporter before you fax or email your cancellation, you will lose the amount of the reservation fee." The email showing the driver sheet from [redacted] was dated 12/27. I had already cancelled the services from Angels on 12/26 after talking to an office girl at Angels AND [redacted] and after still being told that a driver had not yet been found. And, [redacted] had a pickup date of 12/31 which WAS NOT the same as the original pickup date that I was given on the phone of 12/29 or 12/30, or even the date of 12/30 that was listed on the notification from [redacted] said she had immediately contacted [redacted] and secured a place on their truck. Five days later is not immediately and I was never informed of this even being a possibility. Speaking of a reservation fee, [redacted] told me that of the $1,236 charge ($36 which was because I opted to pay the entire amount upfront), $950 would be paid to the driver. That means that any reservation fee would be $250 not $300. On my credit card bill, I was issued a credit for $936. That makes me believe, that because of the cancellation, [redacted] is trying to get an additional $50 from me by "implying" the driver fee was only $900 as the charge showed and charging me a $300 reservation fee instead of $250. The only hasty decision I made was to fall for [redacted]'s false information that she gave me, even from the first phone call. I canceled BEFORE a driver was found. I will pay the $50 administrative fee but I believe the remainder of the reservation fee should be refunded. [redacted] NEVER told me that I could use the fee to schedule a transport in the future. I was totally surprised that she would even write that in her documentation. The last thing that she said to me was that she had the authority to refund my entire amount and that she would consider it. I called [redacted]'s office twice before I started this complaint in hopes to reach a resolution with her, but she never returned my phone calls.

Business

Response:

I think this is simply a situation we have been through before, the customer did not trust us to do the job she paid us to do, got cold feet, and cancelled. We would be happy to use her scheduling to transport a car in the future.

Consumer

Response:

I am rejecting this response because: I did not get cold feet. I believe I have submitted documents that prove my point and that show [redacted]'s untruths.

Business

Response:

[redacted] -At the time you placed the order you were notified of 2 carriers we had available. When [redacted] cancelled, we immediately had [redacted] as a back up. [redacted] knew he would pick up on the 30th or 31st of December, however, did not sign and fax back his sheet until he could tell us which day. On Friday the 26th you were notified of [redacted] at the time you wanted to cancel the order. [redacted] informed you that you would need to speak with [redacted] regarding the fees being charged. [redacted] closed the day after Christmas, the 26th, and finalized with us on Saturday the 27th. You state you cancelled prior to them being scheduled, however, this is not true, you were made aware at the time of booking that we would have this particular carrier available. There was NO time of that pick up window that our office did NOT have a truck assigned for you. The day you placed the order I had the back up carrier available and you were told this while booking the order. Notes from our order:[redacted] 12/24/2014 2:24:05pm [redacted] - p/u 30th or 31st., del. 4th or after., will notify customer which day once carrier can verify.

Consumer

Response:

I am rejecting this response because:At the time I placed the order, I was NEVER notified of 2 carriers. How come on my phone calls through 12-26 to the office of Angels, I was NEVER notified of another carrier? I was consistently told through 12-26 that another carrier had not yet been located. I was not notified of [redacted] on 12-26; that was the day I cancelled with [redacted] and even then she never said a word about another carrier. Again, upon booking, I was NEVER made aware that a second carrier was available. I don't understand how [redacted] can say that at NO time was there not a truck assigned. That is a blatant lie. Where was my email notifying me of this possibility? Where was my phone call?[redacted] is not going to back down on this. I have given thorough written proof that she owes me a credit. [redacted] does not have any written proof to back her words.Note to [redacted]: For being a Christian company as you claim, you should be ashamed of yourself. But you will have your day.