First I would like to say, I never said the refund would be back INTO his account on the 29thI said I would start the process of the refundPer PayPal's terms it takes 3-business days for the refund to be available in the customers accountThis is something out of our controlPayPal has it in their hands and we are at their mercySecond I would like to say there is much documentation about this customer in his order for being verbally abusiveI will attach these as wellWe are sorry the transport did not go as smooth as any of us would have liked, something become out of our controlWe do not give anyone permission to drive a customers vehicle either as we are in the business for transports not drive-awaysWe have refunded the customer 50% of his fee paid to usI will add those as well as all the notes from multiple employees where the customer was verbally abusive to us REFUND:Refund (Unique Transaction ID # [redacted] ) See related [redacted] Original Transaction Date Type Status Details Gross Fee Net Nov 24, Payment From [redacted] Partially RefundedYou issued a partial refund for this paymentYou issued a partial refund for this paymentDetails $USD -$USD $USD Related Transaction Date Type Status Details Gross Fee Net Jan 29, Refund Completed -$USD $USD -$USD Sent to: [redacted] Total amount: -$USD Fee amount: $USD Net amount: -$USD Invoice ID: [redacted] tige Date: Jan 29, Time: 03:31:PST Status: Completed Subject: [redacted] Order notes of abuse: kimberlyf at 12/03/01:PM: " [redacted] so this customer just called in here and started to ream me a new oneI politely said "Sir" (that my key for everyone in here that i'm gonna get loud soon lol)I said I need to get you over to Tige so you can tell him whats going onHe said on he already knows the driver is driving my car milesbut what are you going to do for me as the customerI said, well since Tige is your rep he needs to be the one to handle thisSo I dont know if you want to call him or not, but he didn't like the fact that I couldn't tell him what we are going to do to fix it admin at 12/04/08:AM: "Cusotmer called in here and was screaming at me over the phone I put him on hold I called the carrier about the cusotmers claims of the driver driving the vehicle miles running it out of gas and killing the battery trying to start it with no gasdriver [redacted] is not answering called first number in order spoke with kevin asked to talk to manager and he said he would figure out the situation and call backsaid that as far as he knew the vheicle was on its way admin at 01/08/10:AM: " [redacted] with Chase services called in here said customer claimed he never got his truckWants to know if we can do some kind of reimbursement to the cusotmer to help calm him downI personally will NOT talk to this cusotmer again and ust need to confirm he got the truck and if we can do a discount." admin at 01/26/12:PM: "dat[redacted] : [redacted] whats the amount of the refund you were to give cusotmer? rcat.tige: 1/dat[redacted] : he called in here pissed off about not getting his refund yetlet him know I would personally work on it today for him and give him an updatei dont see any emails about a refund for this onealso he said he will fight it to the end because we say no charge until pick up and it was charged days before pick up The name "ADMIN" is MY name in the system as I am the administrative AssistantWe gave the customer the refundWe tried to work it out the best we could with him and he was rude and hard to work with the whole timeWe are sorry it ended this way, as our reputation holds this is not a common situation for us to have happen
I am sorry you had a bad experience, I do my best inform my customers of the possibility of a price increasesThe quotes we give are just estimates of the serviceThe carriers are the ones that determine the cost of the TransportUnfortunately your location was not on a major route and the carrier had to go a great distance to pick up your vehicleyes it was a lot higher than anticipated but you have to understand that the carriers only get about miles to a gallon of diesel and to go miles out of there way is expensive The delivery time was delayed by a breakdownAll dates and times we give you are estimated time of arrivals (ETA's)Going over 1,miles stopping at weigh stations, traffic congestion and break downs can extend the time for delivery The damages that happened to your vehicle does occur occasionallyWe do our best to guide you to whom you need to speak with to rectify the matterThe date you called in on August 16th , I was out of the officeOne of my Associates handled the call and gave Paul , who also was part of the transport with you, the insurance information on the Carrier who transported for youShe then called the carrier to inform them of the damagesShe talked to Kevin at the Carriers office, who said he would call you or Paul back We did not hear back from you so we thought the matter had been resolved
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
We are very sorry that you were told on price and given another under the assumption that the first price was the final oneAll the prices we provide to begin with are quotes- estimatesWhen we have a carrier call in and give us an offer it is our obligation to bring the offer to you but it is NOT your obligation to accept this priceIn our terms that were sent to you it states in the very beginning all our prices are estimates until we find a carrier to commit to the price and it is agreed upon with you as wellThis is due to so many different factorsThese terms should have gone out to your email automatically when you booked your order with usAgain I apologize if it was not fully explained to you how the pricing works and I encourage you to take a look at the termsThere was nothing charged to your cardAn authorization done to validate the card was preformed and it should have fallen off by now if your bank put a hold on the fundsWe wish you the bestThank you
With our terms & conditions clearly stating all the issues this customer has and the customer demanding MORE then what we were even paid for this transport it seems as though there is nothing we can do to help this customerMany customers on a daily basis have to maneuver their work schedules around the carriers scheduleThis has nothing to do with usWe do not tell the customer the times for pick up and delivery nor do we force them to take the price the CARRIER is requesting to transport their vehicleWe don't feel like we are going to come to terms on this one with this customer because of how angry they are with things out of our controlWe are very sorry for the upset with the customer and our goal is to give everyone a pleasant transport experienceWe have spoke with the sales agent regarding this customer and the issues at hand and have extended training to help prevent this issue in the futureShe is one of our experienced sales but we decided to hold additional training to avoid issues such as this from presenting themselves againAgain we are sorry for what happened
First I would like to start by stating we cannot secure a carrier until the interested carrier and customer agree upon a priceWe cannot assign a carrier if they do not agree to transport a vehicle for a priceAs far as the pricing changes, carriers are not expected to go out of their way to pick up a vehicleIf they do it is a choice not mandatoryThis is a big reason for asking for an increased priceOur terms and conditions state very first off the following about pricing: IMPORTANT CONSUMER NOTICEDue to the instability of the current price of diesel fuel, there may be a price increase to your original quoteAuto Shipping Group Incwill contact you first to advise you of the increased costChoosing this option will ensure your vehicle will be transported in a timely manner However, you will always have the option to continue looking for a carrier at the original quoted price with the understanding that it will most likely take longer than originally anticipated You do have the option to cancel your order without cost or obligation With that being said you did not have to take the offerYou could have chosen to have us continue looking for a different carrier We are sorry you feel we didn’t do our due diligence to you regarding the damage of your vehicleOur terms and conditions clearly state what steps need to be done to ensure we can assist you during your damage claimAs far as I can see none of the information needed was sent to usWe are happy to continue to try to work with the carrier and get a resolution for the damageUltimately unless it was marked on the Bill of Lading and signed our hands are tiedWe do not do any physical transport of the vehicleA contracted carrier does, therefore we cannot be held responsible for any damage that does occurIf we get the proper paperwork we are happy to helpPlease see the terms and conditions regarding damageYou have received several copies and it is available on our website as well If damage should occur, all moneys owed for transport must be paid to initiate a claimDamage must be noted in the proper place on the bill of lading, and signed by driver and shipper, regardless of weather, or time of daySigning the bill of lading without any notation of damage verifies that shipper or his agent has received the said vehicle in the same condition as when it was picked up, and Auto Shipping Group Incand its agents are relieved of any further responsibilityShipper or his agent MUST check vehicle thoroughly at delivery Auto Shipping Group Incand its agents must also be notified of any damage by phone within hoursShipper must submit in writing a description of damage, clear pictures, and estimates within days of receipt of said vehicle directly to the designated carrier for any resolution to be initiatedAuto Shipping Group Incwill support you in this effort should such a problem occur, but in no way will Auto Shipping Group Incaccept responsibility for any negligence of the assigned carrierIf your vehicle is valued at a higher than market rate, we suggest you purchase a special insurance rider OR pursue the enclosed transport option Shipper specifically waives any right to judicature of this matter at any locationAuto Shipping Group Inccan only be liable for up to the amount of the deposit located on your quotationIn no case can Auto Shipping Group Incbe held liable for the designated carrier’s damageAuto Shipping Group Incwill provide carriers insurance certificate and carrier information should any controversy arise If we are provided the correct documents we are happy to continue to help resolve the damage issue with the carrier
We are very sorry for this mix up or hard side VS soft side enclosed carrier.This was not a request we were made aware of before booking the order therefore we could not soley search for the hard side truck. Our sales agent did not get prior approval for a refund before discussing with this... customer. We tried to explain to her that, our services in which she paid for would not change whether it be a soft or hard side enclosed truck. Our fee remains the same. This is something she would need to discuss with the carrier themselves or we could have helped upon her behalf. We are very sorry for this miscommunication and wish her the best. We have discussed policies with our employee's again so everyone is understanding about how they work.
First I would like to state we never refused to provide a refundAs in our terms and conditions the carrier could be owed a dry run fee of $In this case we had to see if they were requesting that before we issues a refundThere has been a refund submitted for your payment and it is processing Further more we would like to explain our side of the situationAs sorry as we are that you decided to cancel the carrier with us, yes you were chargedThe carrier did show up, as you spoke to a supervisor while the dispatcher was outside doing an inspection of your vehicleYou would not release the vehicle to them because they were a few hours late picking up the vehicleYou were never told to take the entire day off work, the carrier called you and told you to be there, you got there and their dispatcher was there to do the inspection of thevehicleYou were told that after that point that you could return to work and he would get the vehicle loadedYou are the one that wanted towait around for the actual truck to show up, and that is at your discretionWe provide all phone numbers to the carriers, one of which is usually a cell phone, so that the customers do not have to wait around all dayOur terms state that if the carrier shows up and you do not release the vehicle you are still charged so we can reimburse for any lost gasThe person who was at your house was with the carrier who was doing the inspection of the vehicle so when the actual driver showedup they could just load the vehicle and leaveALL dates and times are estimates as it also states in our terms and conditions that you signed and we have a copy ofI will lay out the terms below that pertain to your situation that you agreed to and signed.You are incorrect that we deal with other brokersWe are a broker and we hire the CARRIERS to pick up your vehicleWe did that, you did not release to the carrier as they were outside your residenceYou were informed by a supervisor on that day that you had already been charged because we confirmed the carrier was at your location.Below are the terms that we will also submit to your credit card company to show that we are not in breach of our agreement: 1.Auto Shipping Group Incagrees to have vehicle(s) described in quotation shipped on or about the dates requestedAuto Shipping Group Incwill find a licensed Carrier (agent) to fulfill the terms and conditions of this agreementAuto Shipping Group Incdoes not guarantee a specific pickup or delivery dateThe pick up time frame is to business days.3.Carriers responsibility begins when the shipper or his agent signs the bill of lading at pickup, and terminates when the shipper or his agent signs the bill of lading at deliveryAuto Shipping Group Incmust be notified, should the shipper be unavailable for pickup or delivery, and his agent must be designated at that timeIf a carrier is sent out and vehicle cannot be picked up there will be an additional $rescheduling feeUnlike numerous other shippers, we do not require any money from you until the day your vehicle is loaded on to the carrierAt the time you place yourorder, a credit card or check is provided to be kept on fileYour credit card will be authorized at the time you place your orderA fee of per charged will be applied to all credit card transactionsThe check will be processed the day of pick upOn the date your vehicle is scheduled to be loaded on to the carrier, we will process that payment for the depositThe balance is due at delivery with cash, cashier check or money order directly to the carrier*Pleaseask about our offshores, overseas, or out of country payment policy.*14.If you place an order with us, you have the option to cancel any time prior to your vehicle being assigned to a transporter If your vehicle isbooked on a transporter before you fax or email your cancellation, you will lose the amount of the depositIf you cancel your order prior to assignment of a Carrier you will receive a FULL refund of all monies paid to Auto Shipping Group Incand no moreIt is Auto Shipping Group Incs goal to only get paid if we perform the service of Auto Transport BrokerIf a Carrier is assigned to your order and then you cancel your order, for any reason, a $fee must be paid to the Carrier for gas, logistics and lost feesBy submitting your order online, Auto Shipping Group Incunderstands you are placing your order and accept the terms and conditions (in lieu of your signature) found here and on Auto Shipping Group Incweb siteBy sending a faxed check to Auto Shipping Group IncOR by giving your Credit Card information to [redacted] OR one of our representatives to book your order with us, you are agreeing to all of these Terms and ConditionsCustomers must make their vehicle available during the transport time, if the vehicle becomes unavailable at any time after the order has been place and a carrier has been assigned, Auto Shipping Group Incholds right tocancel the order and proceed with the cancellation policy With that being said again your refund for $is being processedWe will update you via email when it is completed
Complaint: [redacted] I am rejecting this response because:They are just covering their fault up.As I already clearly wrote in my previous response to their claim, they made their faults which are NOT!!!! in their Terms & Conditions.Even if I gave an item-by-item rebuttal of their claim using evidence, they didn't even try to answer it.I don't want to waste my time any more with that companyThey are just mean
This is what we had to deal with this whole timeWith her insulting us just like she did in the response calling it "stupid"I honestly do not know what we can say that she will understand we did our job and she admitted to neglecting any form of conversation or information from usIf she really had someone else doing the move that she paid, she should have called us to let us knowNot let us continue to do our jobThere is nothing else I can sayThis has been such a stressful situation with the constant phone calls and hanging up on us when we try to talk nicely to herShe calls yells and hangs upThere is no talking to her at this point to resolve thingsI'm sorry, we wish we could do more
We are very sorry if you feel the process was not explained well enough and caused confusionThis is what it sounds like to meWe NEVER confirm a price and guarantee it until we have a carrier agreeing to transport your vehicleIt states first thing in our terms & conditions even before point the following: Due to the instability of the current price of diesel fuel, there may bea price increase to your original quoteAuto Shipping Group Incwill contact you first to advise you of the increased costChoosing this option will ensure your vehicle will be transported in a timely mannerHowever, you will always have the option to continue looking for a carrier at the original quoted price with the understanding that it willmost likely take longer than originally anticipatedYou do have the option to cancel your order without cost or obligation.This especially takes effect in your case because you placed your order over months in advanceFuel rates are ever changing and our quotes are generally accurate for about weeksAgain this is an estimateWe never know the final actual price until we have a carrier agreeing to the cost and transport of ones vehicleAs far as finding a carrier for you when we did, let me start by saying carriers rarely book MORE then WEEK in advanceThis is due to many factorsWeather, breakdowns, inspections and other customers are main reasonsThese all cause delaysIf they were to book too far out then there would be many unhappy people with delaysALSO, the dates you request are something we TRY to get as close to as possible for youThere is no guarantee to have vehicles picked up OR delivered on certain daysas follows T&C #1:Auto Shipping Group Incagrees to have vehicle(s) described in quotation shipped on or about the dates requestedAuto Shipping Group Incwill find a licensed Carrier (agent) to fulfill the terms and conditions of this agreementAuto Shipping Group Incdoes not guarantee a specific pickup or delivery dateThe pick up time frame is to business days.The 1-business days is from the first available day for pick upIf you gave us the first available day for pick up as the 11th and we had the vehicle picked up on the 12th this is within the 1-business daysWhat it comes down to, in this industry we are at the mercy of the carrierThe one who does the physical transport of the vehicleAs far as the money goes; we were only paid $to transport the vehicle for youThe carrier who did the physical transport was paid $1,This was the amount they requestedAgain we are very sorry if this was not explained to you in full how it worksThis is industry wide the same "rules" about auto shippingWe hope the transport went good and your vehicle showed up on time and in good condition
Complaint: [redacted] I am rejecting this response because: I had to contact the delivery driver by calling the number on the pink slip over and over until I made them do their jobThey finally gave me a direct number to the driver and was able to get my vehicle delivered " a week past of the delivery date" Sincerely, [redacted]
First and foremost I want to apologize for the unfavorable interaction with Mr.***This complaint has been taken to the owner of the company and retraining will be addressedThe "charge" on the customers card was an authorizationIt would appear the card is a debit card and when authorizing those some banking institutions will hold the funds for a period of time to insure the money is there when it is capturedI verified on PayPal it was only an authorization and not a charge so your banking institution is holding the funds not usI have voided the authorization so your bank should release the funds to you in a matter of daysAt this point it is out of our hands and solely on your bankI do want to address a couple other things from the complaint as well belowEstpick up dates: All of our pick up and delivery dates are estimatesWe are at mercy of the carrier doing the physical haulingThey dictate (unfortunately) when the vehicle will and will not be picked upWe work with them to accommodate the customer and the carrier to find a middle ground and sometimes its not always what the customer wants but it is what they can doHere is our terms and conditions on that subject:Auto Shipping Group Incagrees to have vehicle(s) described in quotation shipped on or about the dates requestedAuto Shipping Group Incwill find a licensed Carrier (agent) to fulfill the terms and conditions of this agreementAuto Shipping Group Incdoes not guarantee a specific pickup or delivery dateThe pick up time frame is to business daysCost Increase: This again is something we are at the mercy of the carrier forRates fluctuate so much but we try to keep close tabs on them as to provide most accurate quotesSometimes carriers do request more moneyIn this case it is OUR obligation to present the customer with the offerIt is NOT the customers obligation to accept these offersWe can always continue to look for another carrier closer to the quoted rateHere is the terms and conditions on this topic: IMPORTANT CONSUMER NOTICEDue to the instability of the current price of diesel fuel, there may be a price increase to your original quoteAuto Shipping Group Incwill contact you first to advise youof the increased costChoosing this option will ensure your vehicle will be transported in a timely mannerHowever, you will always have the option to continue lookingfor a carrier at the original quoted price with the understanding that it will most likely take longer than originally anticipatedYou do have the option to cancel your orderwithout cost or obligation Also would like to address we do NOT take money from the customer upon booking an orderWE simply authorize a card to make sure the funds are availableThis is common practice in this industry and other such as hotel reservations, etcThere are other options from credit/debit card authorizationsYou can provide checking information over the phone and there will be no hold from your bank or authorization done on thoseUnlike numerous other shippers, we do not require any money from you until the day your vehicle is scheduled to be loaded on to the assigned carrierAt the time you place your order, a credit card or check is provided to be kept on fileYour credit card will be authorized at the time you place your orderA fee of per charged will be applied to all credit card transactionsThe check will be processed the day of pick upOn the date your vehicle is scheduled to be loaded on to the assigned carrier, we will process that payment for the depositThe balance is due to the truck at delivery with cash, cashier check or money order paid directly to the carrier*Please ask about our offshore, overseas, or international payment policy.* I hope this explains what our procedures are fullyPlease render any further questions regarding the holding of your money to your banking institution as it is them who is holding itAlso again I would like to apologize for the negative interaction with Mr***This has and will continue to be address with the owner of the company until he is retrained and up to our companies highest standards of customer serviceThank you
We are very sorry to hear about the issues experienced with Unified Auto TransThis is not something that is common by any means with this companyYes you did place your order with our company but since you in-turn have another contract with Unified it is up to them to fulfill your request for reimbursementWe did not take physical possession of the vehicle and cause any delays therefore we cannot control what they do unfortunatelyWe were only paid a small fee to set up the transportOnce you signed the bill of lading you are now in a contract with Unified as wellThe discounts and refund should be brought to Unified as they are responsible for your complaintWhich you are very entitled toI did not see anywhere in your complaint that you had issues with Auto Shipping Group, only UnifiedTherefore there is nothing I can do to resolve the issueThank you
I spoke directly with the carrier who did the physical transport of the vehicleThey stated the vehicle was delivered on time and the customer was very happy with them and gave no issuesWe are very sorry if there was an issue with delivery and wish it could be addressed further with more informationThank you
Complaint: [redacted] I am rejecting this response because:it's stupid Sincerely, [redacted] ***
First I would like to say, I never said the refund would be back INTO his account on the 29thI said I would start the process of the refundPer PayPal's terms it takes 3-business days for the refund to be available in the customers accountThis is something out of our controlPayPal has it in their hands and we are at their mercySecond I would like to say there is much documentation about this customer in his order for being verbally abusiveI will attach these as wellWe are sorry the transport did not go as smooth as any of us would have liked, something become out of our controlWe do not give anyone permission to drive a customers vehicle either as we are in the business for transports not drive-awaysWe have refunded the customer 50% of his fee paid to usI will add those as well as all the notes from multiple employees where the customer was verbally abusive to us REFUND:Refund (Unique Transaction ID # [redacted] ) See related [redacted] Original Transaction Date Type Status Details Gross Fee Net Nov 24, Payment From [redacted] Partially RefundedYou issued a partial refund for this paymentYou issued a partial refund for this paymentDetails $USD -$USD $USD Related Transaction Date Type Status Details Gross Fee Net Jan 29, Refund Completed -$USD $USD -$USD Sent to: [redacted] Total amount: -$USD Fee amount: $USD Net amount: -$USD Invoice ID: [redacted] tige Date: Jan 29, Time: 03:31:PST Status: Completed Subject: [redacted] Order notes of abuse: kimberlyf at 12/03/01:PM: " [redacted] so this customer just called in here and started to ream me a new oneI politely said "Sir" (that my key for everyone in here that i'm gonna get loud soon lol)I said I need to get you over to Tige so you can tell him whats going onHe said on he already knows the driver is driving my car milesbut what are you going to do for me as the customerI said, well since Tige is your rep he needs to be the one to handle thisSo I dont know if you want to call him or not, but he didn't like the fact that I couldn't tell him what we are going to do to fix it admin at 12/04/08:AM: "Cusotmer called in here and was screaming at me over the phone I put him on hold I called the carrier about the cusotmers claims of the driver driving the vehicle miles running it out of gas and killing the battery trying to start it with no gasdriver [redacted] is not answering called first number in order spoke with kevin asked to talk to manager and he said he would figure out the situation and call backsaid that as far as he knew the vheicle was on its way admin at 01/08/10:AM: " [redacted] with Chase services called in here said customer claimed he never got his truckWants to know if we can do some kind of reimbursement to the cusotmer to help calm him downI personally will NOT talk to this cusotmer again and ust need to confirm he got the truck and if we can do a discount." admin at 01/26/12:PM: "dat[redacted] : [redacted] whats the amount of the refund you were to give cusotmer? rcat.tige: 1/dat[redacted] : he called in here pissed off about not getting his refund yetlet him know I would personally work on it today for him and give him an updatei dont see any emails about a refund for this onealso he said he will fight it to the end because we say no charge until pick up and it was charged days before pick up The name "ADMIN" is MY name in the system as I am the administrative AssistantWe gave the customer the refundWe tried to work it out the best we could with him and he was rude and hard to work with the whole timeWe are sorry it ended this way, as our reputation holds this is not a common situation for us to have happen
I am sorry you had a bad experience, I do my best inform my customers of the possibility of a price increasesThe quotes we give are just estimates of the serviceThe carriers are the ones that determine the cost of the TransportUnfortunately your location was not on a major route and the carrier had to go a great distance to pick up your vehicleyes it was a lot higher than anticipated but you have to understand that the carriers only get about miles to a gallon of diesel and to go miles out of there way is expensive The delivery time was delayed by a breakdownAll dates and times we give you are estimated time of arrivals (ETA's)Going over 1,miles stopping at weigh stations, traffic congestion and break downs can extend the time for delivery The damages that happened to your vehicle does occur occasionallyWe do our best to guide you to whom you need to speak with to rectify the matterThe date you called in on August 16th , I was out of the officeOne of my Associates handled the call and gave Paul , who also was part of the transport with you, the insurance information on the Carrier who transported for youShe then called the carrier to inform them of the damagesShe talked to Kevin at the Carriers office, who said he would call you or Paul back We did not hear back from you so we thought the matter had been resolved
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
We are very sorry that you were told on price and given another under the assumption that the first price was the final oneAll the prices we provide to begin with are quotes- estimatesWhen we have a carrier call in and give us an offer it is our obligation to bring the offer to you but it is NOT your obligation to accept this priceIn our terms that were sent to you it states in the very beginning all our prices are estimates until we find a carrier to commit to the price and it is agreed upon with you as wellThis is due to so many different factorsThese terms should have gone out to your email automatically when you booked your order with usAgain I apologize if it was not fully explained to you how the pricing works and I encourage you to take a look at the termsThere was nothing charged to your cardAn authorization done to validate the card was preformed and it should have fallen off by now if your bank put a hold on the fundsWe wish you the bestThank you
Complaint: [redacted] I am rejecting this response because: I did not have tallpass stickerSincerely, [redacted] ***
With our terms & conditions clearly stating all the issues this customer has and the customer demanding MORE then what we were even paid for this transport it seems as though there is nothing we can do to help this customerMany customers on a daily basis have to maneuver their work schedules around the carriers scheduleThis has nothing to do with usWe do not tell the customer the times for pick up and delivery nor do we force them to take the price the CARRIER is requesting to transport their vehicleWe don't feel like we are going to come to terms on this one with this customer because of how angry they are with things out of our controlWe are very sorry for the upset with the customer and our goal is to give everyone a pleasant transport experienceWe have spoke with the sales agent regarding this customer and the issues at hand and have extended training to help prevent this issue in the futureShe is one of our experienced sales but we decided to hold additional training to avoid issues such as this from presenting themselves againAgain we are sorry for what happened
First I would like to start by stating we cannot secure a carrier until the interested carrier and customer agree upon a priceWe cannot assign a carrier if they do not agree to transport a vehicle for a priceAs far as the pricing changes, carriers are not expected to go out of their way to pick up a vehicleIf they do it is a choice not mandatoryThis is a big reason for asking for an increased priceOur terms and conditions state very first off the following about pricing: IMPORTANT CONSUMER NOTICEDue to the instability of the current price of diesel fuel, there may be a price increase to your original quoteAuto Shipping Group Incwill contact you first to advise you of the increased costChoosing this option will ensure your vehicle will be transported in a timely manner However, you will always have the option to continue looking for a carrier at the original quoted price with the understanding that it will most likely take longer than originally anticipated You do have the option to cancel your order without cost or obligation With that being said you did not have to take the offerYou could have chosen to have us continue looking for a different carrier We are sorry you feel we didn’t do our due diligence to you regarding the damage of your vehicleOur terms and conditions clearly state what steps need to be done to ensure we can assist you during your damage claimAs far as I can see none of the information needed was sent to usWe are happy to continue to try to work with the carrier and get a resolution for the damageUltimately unless it was marked on the Bill of Lading and signed our hands are tiedWe do not do any physical transport of the vehicleA contracted carrier does, therefore we cannot be held responsible for any damage that does occurIf we get the proper paperwork we are happy to helpPlease see the terms and conditions regarding damageYou have received several copies and it is available on our website as well If damage should occur, all moneys owed for transport must be paid to initiate a claimDamage must be noted in the proper place on the bill of lading, and signed by driver and shipper, regardless of weather, or time of daySigning the bill of lading without any notation of damage verifies that shipper or his agent has received the said vehicle in the same condition as when it was picked up, and Auto Shipping Group Incand its agents are relieved of any further responsibilityShipper or his agent MUST check vehicle thoroughly at delivery Auto Shipping Group Incand its agents must also be notified of any damage by phone within hoursShipper must submit in writing a description of damage, clear pictures, and estimates within days of receipt of said vehicle directly to the designated carrier for any resolution to be initiatedAuto Shipping Group Incwill support you in this effort should such a problem occur, but in no way will Auto Shipping Group Incaccept responsibility for any negligence of the assigned carrierIf your vehicle is valued at a higher than market rate, we suggest you purchase a special insurance rider OR pursue the enclosed transport option Shipper specifically waives any right to judicature of this matter at any locationAuto Shipping Group Inccan only be liable for up to the amount of the deposit located on your quotationIn no case can Auto Shipping Group Incbe held liable for the designated carrier’s damageAuto Shipping Group Incwill provide carriers insurance certificate and carrier information should any controversy arise If we are provided the correct documents we are happy to continue to help resolve the damage issue with the carrier
The refund has been issuedCheck #***It should be received shortly
We are very sorry for this mix up or hard side VS soft side enclosed carrier.This was not a request we were made aware of before booking the order therefore we could not soley search for the hard side truck. Our sales agent did not get prior approval for a refund before discussing with this... customer. We tried to explain to her that, our services in which she paid for would not change whether it be a soft or hard side enclosed truck. Our fee remains the same. This is something she would need to discuss with the carrier themselves or we could have helped upon her behalf. We are very sorry for this miscommunication and wish her the best. We have discussed policies with our employee's again so everyone is understanding about how they work.
First I would like to state we never refused to provide a refundAs in our terms and conditions the carrier could be owed a dry run fee of $In this case we had to see if they were requesting that before we issues a refundThere has been a refund submitted for your payment and it is processing Further more we would like to explain our side of the situationAs sorry as we are that you decided to cancel the carrier with us, yes you were chargedThe carrier did show up, as you spoke to a supervisor while the dispatcher was outside doing an inspection of your vehicleYou would not release the vehicle to them because they were a few hours late picking up the vehicleYou were never told to take the entire day off work, the carrier called you and told you to be there, you got there and their dispatcher was there to do the inspection of thevehicleYou were told that after that point that you could return to work and he would get the vehicle loadedYou are the one that wanted towait around for the actual truck to show up, and that is at your discretionWe provide all phone numbers to the carriers, one of which is usually a cell phone, so that the customers do not have to wait around all dayOur terms state that if the carrier shows up and you do not release the vehicle you are still charged so we can reimburse for any lost gasThe person who was at your house was with the carrier who was doing the inspection of the vehicle so when the actual driver showedup they could just load the vehicle and leaveALL dates and times are estimates as it also states in our terms and conditions that you signed and we have a copy ofI will lay out the terms below that pertain to your situation that you agreed to and signed.You are incorrect that we deal with other brokersWe are a broker and we hire the CARRIERS to pick up your vehicleWe did that, you did not release to the carrier as they were outside your residenceYou were informed by a supervisor on that day that you had already been charged because we confirmed the carrier was at your location.Below are the terms that we will also submit to your credit card company to show that we are not in breach of our agreement: 1.Auto Shipping Group Incagrees to have vehicle(s) described in quotation shipped on or about the dates requestedAuto Shipping Group Incwill find a licensed Carrier (agent) to fulfill the terms and conditions of this agreementAuto Shipping Group Incdoes not guarantee a specific pickup or delivery dateThe pick up time frame is to business days.3.Carriers responsibility begins when the shipper or his agent signs the bill of lading at pickup, and terminates when the shipper or his agent signs the bill of lading at deliveryAuto Shipping Group Incmust be notified, should the shipper be unavailable for pickup or delivery, and his agent must be designated at that timeIf a carrier is sent out and vehicle cannot be picked up there will be an additional $rescheduling feeUnlike numerous other shippers, we do not require any money from you until the day your vehicle is loaded on to the carrierAt the time you place yourorder, a credit card or check is provided to be kept on fileYour credit card will be authorized at the time you place your orderA fee of per charged will be applied to all credit card transactionsThe check will be processed the day of pick upOn the date your vehicle is scheduled to be loaded on to the carrier, we will process that payment for the depositThe balance is due at delivery with cash, cashier check or money order directly to the carrier*Pleaseask about our offshores, overseas, or out of country payment policy.*14.If you place an order with us, you have the option to cancel any time prior to your vehicle being assigned to a transporter If your vehicle isbooked on a transporter before you fax or email your cancellation, you will lose the amount of the depositIf you cancel your order prior to assignment of a Carrier you will receive a FULL refund of all monies paid to Auto Shipping Group Incand no moreIt is Auto Shipping Group Incs goal to only get paid if we perform the service of Auto Transport BrokerIf a Carrier is assigned to your order and then you cancel your order, for any reason, a $fee must be paid to the Carrier for gas, logistics and lost feesBy submitting your order online, Auto Shipping Group Incunderstands you are placing your order and accept the terms and conditions (in lieu of your signature) found here and on Auto Shipping Group Incweb siteBy sending a faxed check to Auto Shipping Group IncOR by giving your Credit Card information to [redacted] OR one of our representatives to book your order with us, you are agreeing to all of these Terms and ConditionsCustomers must make their vehicle available during the transport time, if the vehicle becomes unavailable at any time after the order has been place and a carrier has been assigned, Auto Shipping Group Incholds right tocancel the order and proceed with the cancellation policy With that being said again your refund for $is being processedWe will update you via email when it is completed
Complaint: [redacted] I am rejecting this response because:They are just covering their fault up.As I already clearly wrote in my previous response to their claim, they made their faults which are NOT!!!! in their Terms & Conditions.Even if I gave an item-by-item rebuttal of their claim using evidence, they didn't even try to answer it.I don't want to waste my time any more with that companyThey are just mean
This is what we had to deal with this whole timeWith her insulting us just like she did in the response calling it "stupid"I honestly do not know what we can say that she will understand we did our job and she admitted to neglecting any form of conversation or information from usIf she really had someone else doing the move that she paid, she should have called us to let us knowNot let us continue to do our jobThere is nothing else I can sayThis has been such a stressful situation with the constant phone calls and hanging up on us when we try to talk nicely to herShe calls yells and hangs upThere is no talking to her at this point to resolve thingsI'm sorry, we wish we could do more
We are very sorry if you feel the process was not explained well enough and caused confusionThis is what it sounds like to meWe NEVER confirm a price and guarantee it until we have a carrier agreeing to transport your vehicleIt states first thing in our terms & conditions even before point the following: Due to the instability of the current price of diesel fuel, there may bea price increase to your original quoteAuto Shipping Group Incwill contact you first to advise you of the increased costChoosing this option will ensure your vehicle will be transported in a timely mannerHowever, you will always have the option to continue looking for a carrier at the original quoted price with the understanding that it willmost likely take longer than originally anticipatedYou do have the option to cancel your order without cost or obligation.This especially takes effect in your case because you placed your order over months in advanceFuel rates are ever changing and our quotes are generally accurate for about weeksAgain this is an estimateWe never know the final actual price until we have a carrier agreeing to the cost and transport of ones vehicleAs far as finding a carrier for you when we did, let me start by saying carriers rarely book MORE then WEEK in advanceThis is due to many factorsWeather, breakdowns, inspections and other customers are main reasonsThese all cause delaysIf they were to book too far out then there would be many unhappy people with delaysALSO, the dates you request are something we TRY to get as close to as possible for youThere is no guarantee to have vehicles picked up OR delivered on certain daysas follows T&C #1:Auto Shipping Group Incagrees to have vehicle(s) described in quotation shipped on or about the dates requestedAuto Shipping Group Incwill find a licensed Carrier (agent) to fulfill the terms and conditions of this agreementAuto Shipping Group Incdoes not guarantee a specific pickup or delivery dateThe pick up time frame is to business days.The 1-business days is from the first available day for pick upIf you gave us the first available day for pick up as the 11th and we had the vehicle picked up on the 12th this is within the 1-business daysWhat it comes down to, in this industry we are at the mercy of the carrierThe one who does the physical transport of the vehicleAs far as the money goes; we were only paid $to transport the vehicle for youThe carrier who did the physical transport was paid $1,This was the amount they requestedAgain we are very sorry if this was not explained to you in full how it worksThis is industry wide the same "rules" about auto shippingWe hope the transport went good and your vehicle showed up on time and in good condition
Complaint: [redacted] I am rejecting this response because: I had to contact the delivery driver by calling the number on the pink slip over and over until I made them do their jobThey finally gave me a direct number to the driver and was able to get my vehicle delivered " a week past of the delivery date" Sincerely, [redacted]
First and foremost I want to apologize for the unfavorable interaction with Mr.***This complaint has been taken to the owner of the company and retraining will be addressedThe "charge" on the customers card was an authorizationIt would appear the card is a debit card and when authorizing those some banking institutions will hold the funds for a period of time to insure the money is there when it is capturedI verified on PayPal it was only an authorization and not a charge so your banking institution is holding the funds not usI have voided the authorization so your bank should release the funds to you in a matter of daysAt this point it is out of our hands and solely on your bankI do want to address a couple other things from the complaint as well belowEstpick up dates: All of our pick up and delivery dates are estimatesWe are at mercy of the carrier doing the physical haulingThey dictate (unfortunately) when the vehicle will and will not be picked upWe work with them to accommodate the customer and the carrier to find a middle ground and sometimes its not always what the customer wants but it is what they can doHere is our terms and conditions on that subject:Auto Shipping Group Incagrees to have vehicle(s) described in quotation shipped on or about the dates requestedAuto Shipping Group Incwill find a licensed Carrier (agent) to fulfill the terms and conditions of this agreementAuto Shipping Group Incdoes not guarantee a specific pickup or delivery dateThe pick up time frame is to business daysCost Increase: This again is something we are at the mercy of the carrier forRates fluctuate so much but we try to keep close tabs on them as to provide most accurate quotesSometimes carriers do request more moneyIn this case it is OUR obligation to present the customer with the offerIt is NOT the customers obligation to accept these offersWe can always continue to look for another carrier closer to the quoted rateHere is the terms and conditions on this topic: IMPORTANT CONSUMER NOTICEDue to the instability of the current price of diesel fuel, there may be a price increase to your original quoteAuto Shipping Group Incwill contact you first to advise youof the increased costChoosing this option will ensure your vehicle will be transported in a timely mannerHowever, you will always have the option to continue lookingfor a carrier at the original quoted price with the understanding that it will most likely take longer than originally anticipatedYou do have the option to cancel your orderwithout cost or obligation Also would like to address we do NOT take money from the customer upon booking an orderWE simply authorize a card to make sure the funds are availableThis is common practice in this industry and other such as hotel reservations, etcThere are other options from credit/debit card authorizationsYou can provide checking information over the phone and there will be no hold from your bank or authorization done on thoseUnlike numerous other shippers, we do not require any money from you until the day your vehicle is scheduled to be loaded on to the assigned carrierAt the time you place your order, a credit card or check is provided to be kept on fileYour credit card will be authorized at the time you place your orderA fee of per charged will be applied to all credit card transactionsThe check will be processed the day of pick upOn the date your vehicle is scheduled to be loaded on to the assigned carrier, we will process that payment for the depositThe balance is due to the truck at delivery with cash, cashier check or money order paid directly to the carrier*Please ask about our offshore, overseas, or international payment policy.* I hope this explains what our procedures are fullyPlease render any further questions regarding the holding of your money to your banking institution as it is them who is holding itAlso again I would like to apologize for the negative interaction with Mr***This has and will continue to be address with the owner of the company until he is retrained and up to our companies highest standards of customer serviceThank you
We are very sorry to hear about the issues experienced with Unified Auto TransThis is not something that is common by any means with this companyYes you did place your order with our company but since you in-turn have another contract with Unified it is up to them to fulfill your request for reimbursementWe did not take physical possession of the vehicle and cause any delays therefore we cannot control what they do unfortunatelyWe were only paid a small fee to set up the transportOnce you signed the bill of lading you are now in a contract with Unified as wellThe discounts and refund should be brought to Unified as they are responsible for your complaintWhich you are very entitled toI did not see anywhere in your complaint that you had issues with Auto Shipping Group, only UnifiedTherefore there is nothing I can do to resolve the issueThank you
I spoke directly with the carrier who did the physical transport of the vehicleThey stated the vehicle was delivered on time and the customer was very happy with them and gave no issuesWe are very sorry if there was an issue with delivery and wish it could be addressed further with more informationThank you