Auto Transport 123

In first response business said I didn't inform them about
order cancellation and now saying that I didn't go by agreement.
Agreement is one sided and Business didn't follow the agreement terms
4/* was your first date of availability not your pick up date. No you just stated it perfectly you have a different view of what service provided is considered.  Considering I had 2 drivers for this order my offer has been made.  I'm happy to refund this for you the $50 that would make you a general cancelled order.  We are not here to work for free as I don't expect you go to work for free either. Your rental car fees mean nothing to me as I alluded to in your past email that you choose to go with a flexible window of time for pick up to save $50.

Good Morning:-I would like to confirm, all monies have been refunded since error made.A total of $2050.00 has been fully refunded to customer.Regards,Auto Transport [redacted]
[redacted]

Good Morning-
 
I am supplying a copy of the Contract in which the customer signed, accepted, and secured with a Credit Card. We do not advise customer's can cancel reservations for free unless we specifically do not provide a service after 10 business days from the First...

Available Pick Up Date. If an order is cancelled out of our control, $100 or the reservation fee will be assessed. 
I am supplying the Terms and Conditions as reference. The consumer chose to cancel our their reservation in our office on 11/**/15 3:08 pm and was in-turn assessed a $100 Cancellation Fee. The customer has the choice to reuse this towards a future transport at any time by calling us, and setting up a car transport.
 
Terms and Conditions for your reference: By signing this contractual agreement I hereby agree as the “customer” to accept the service which Auto Transport 123 provides. By signing you accept responsibility that you are the registered legal owner of the vehicle(s) and have authority to enter into this agreement with a valid working credit card, Otherwise you have been authorized by the legal owner of the vehicles(s) to enter into this agreement. I will pay Auto Transport 123 the reservation fee for the services agreed to herein so they are able to reserve a spot on a carrier. Your reservation will not be charged until the vehicle is dispatched to our carrier. I further understand that the “Balance Due” as described herein is the balance that must be paid in full by money order, cashier check, or cash at the time of delivery to the authorized transporter. There will be times when your reservation fee may vary which will be dependent on the carrier we choose to dispatch too. In the event this may happen the total price quoted will NEVER change. All orders must be canceled in writing and delivered by U.S. registered, or certified mail return receipt requested by Auto Transport 123. Reservations are fully refundable at any time if we do not perform our services after 10 business days. If your vehicle has been dispatched and it was cancelled, your reservation fee will be charged in full. The Cancellation of any overseas contract will be charged their full reservation fee due to port filing fees. I further understand that there may be times that we may have to broker out service to a certified, fully insured carrier. In that event we will not be responsible for any negligence on the part of the actual transporter for these routes. Fuel surcharge may vary in certain areas if a pickup or delivery location is adjusted. If an order is canceled due to something out of Auto Transport 123's control the reservation fee or $100 will be charged and either put on file or be deemed non refundable on a as per situation basis. By signing this agreement you agree to pay Auto Transport 123 the price quoted in contract. You also agree not to charge back a credit card payment to offset any disputes of damage claims or for any other reasons. Any cancellations which are listed/posted on competitors load boards within 3 business days will be voided and deemed nonrefundable for the full reservation fee. If the major credit card put on file is declined at the time of billing it is possible there will be additional processing fees allocated to the order. If paid in full on major credit card there will be additional processing fees determined at the time of placing the order. If an order is taken as a Bill in Full it is not disputable at any time. All pickup and delivery dates and times are only estimates. Auto Transport 123 will not be held responsible for any natural disasters, acts of Mother Nature, or any other incidents out of our control. If we have offered a weight allowance it is for no more than 100 Lbs of additional weight in the backseat or trunk. I further understand that this agreement is of no force and will be put into effect when I affix my signature below.
 
Regards,
 
Auto Transport 123
###-###-####

[redacted]
[redacted]
Dear [redacted]
I am writing in response to your complaint with the Revdex.com. Our intention at Auto
Transport 123 is to transport your vehicle from ** to **. Within our contract agreement, you
provided us the...

First Available Pick Up Date: 10/**/2014. We do ask all clients to allow a
maximum of 10 business days from the First Available Pick Up Date to have your driver’s details
assigned.
You have made numerous calls checking on updates, where we have explained that we are
working on your driver’s details, and as soon as they are assigned, we will call, and email you to
confirm the scheduled pick up. Based on your 10 business day window, it does not end until
Wednesday October [redacted]. However, we are doing everything we can to get you picked up as
quickly as possible. We ask that you at least allow until Monday October, [redacted] before you are
released from your contract without penalty.
Regards,
[redacted]
[redacted]

To whom it may concern-Please be advised, customer filed a complaint against Auto Transport 123, prior to contacting our company to allow us to assist. Since the complain was filed on 2/*/2015 - we are making efforts to rectify the situation and discovered that the customer's concern was in...

reference to a cleaning bill, and mileage on the vehicle.We have asked the customer to send us images of the stains within the vehicle, as well as proof that the mileage was put on the vehicle by the Carrier. We are working towards resolving this with the Customer and the Carrier.Please be advised if the customer has any questions regarding the Claims process to contact us directly ###-###-####.Regards,[redacted]
[redacted]
[redacted]

While we regret that [redacted] is dissatisfied with the service. Looking over the history of the account we
have the First Available Pick Up Date scheduled as 10/**/2014. Our contract indicates: Reservations are
fully refundable at any time if we do not perform our services after...

10 business days.
We do not provide “Guaranteed Dates” for pickup. We have Dispatched and scheduled a driver for pick up
three times. First Driver scheduled on 10/**/2014 with [redacted]. This particular carrier
cancelled out the scheduled pick up. We then redispatched
for pickup on 10/**/2014 with [redacted] Customer
could not be reached to schedule pickup; attempts were made via [redacted],
and Carrier. Daughter did not answer the telephone. Carrier could not wait, dispatch cancelled out. The
vehicle was then rescheduled for pickup on 10/**/2014 with [redacted]. Carrier contacted us
10/**/2014 at 1:42pm who explained customer indicated order was cancelled. Please be advised we did not
receive a formal cancellation in our office to date. We require All orders must be canceled in writing and
delivered by U.S. registered, or certified mail return receipt requested by [redacted].
Reviewing the history of the contract, and due to vehicle being scheduled for pick up three times with Auto
Transport 123, we regret to inform we are unable to process a refund to the customer.
Best Regards,
[redacted]
[redacted]
###-###-####
###-###-#### Fax
?

[redacted] RESPONSE 10/
**/2014
Dear Sir:
While we regret that the dates, and timeline did not work out for you, we do not provide a specific
Guaranteed date for pick up. All dates are Estimates. We have dispatched and scheduled your
driver three times on different dates, and times to make the pick up process as simple as
possible. Those dates, and times are listed below for your reference
Date: Dispatched: 10/**/14 3:21 pm
Date: Dispatched: 10/**/14 3:24 pm
Date: Dispatched: 10/**/14 11:34 am
We’d be glad to continue to work with you in moving your vehicle, however each time a driver is
scheduled there is a fee associated with cancelling, and or refusing a driver, as outlined in your
contract details.
Please contact us to reopen your order to transport your vehicle.
Regards,
[redacted]
AT123

in regards to the cancellation fee to start.  she seems to misinterpret and or be confused as per our discussion about this.  How could a customer cancel an order after they allowed the driver to load a car onto the carrier?  orders are not canceled after the vehicle is already...

loaded, it would only be done before hand.  So by saying a rep told her she would only be charged a cancellation fee after the car was loaded and then canceled would not make any sense.
the customer was told that she would only be charged our reservation fee after a driver was already dispatched out or on the way/attempting to load a vehicle and then they decided to cancel as stated in the contract. Otherwise if they decided to cancel before a driver was scheduled then its just a $100.00 cancellation and processing fee as stated in the contract.
This was explained in detail to her as well.  Why would a company who does not take any money or deposits upfront work on an order for numerous business days, paying customer service reps to deal with her calls each and every day. Along with dispatchers to make sure the vehicles are scheduled with appropriate drivers at appropriate times for the customer to just cancel after all of that, wasting everyone's valuable time?  This is exactly why there is a cancellation/ processing fee for that reason precisely.  We are honest and reliable enough to not take any money or deposits upfront, unlike most other companies in the industry and we expect our customers treat us in return with the same common courtesy.
Being that the contract was never breached on our part and still within our window of time as agreed to and signed by the customer which is all stated in writing why would we not charge our processing fee?
Now back to the customers complaint she says in her own words that both her and the pickup contact had both gotten a hold of the "man" who she dealt with, yet in the same sentence states how they could not get a hold of them?  every time the customer called into the office her calls and questions were answered and attended to on all accounts.  She was never specified specific times, she was told once the driver was scheduled she would receive a call and email with all the drivers info to coordinate the times. At that point being the driver was not scheduled there was no information to give her as repeated to her.  So by calling every other hour as if we were ignoring her and giving her the run around is completely outlandish being there wasn't time  given to schedule her a driver.  Her first available date was for May [redacted] and not a day before which then starts her 3 day window.  For her then to claim how all weekend long she spoke with customer service, again  (Not during Business hours) who told her there would be a driver for Monday or Tuesday and her reply was "Ok fine whatever" . On Monday when she was told there was a driver being scheduled and ready to pickup the car she came up with an excuse as she is not getting the car anymore and is purchasing a new car instead?  Really after all of that to get this car shipped to then schedule a driver to come and pick up, you are then just not getting the car anymore (Which by the way was mentioned as being gifted the car)  so now you are no longer being gifted this free car when we have a driver on Monday? 
 It states clear as day within our contract that we have "X" amount of days to complete our service. So by not allowing us even half of that time to provide it and wishing to cancel why would you be rewarded a refund?
 Not even 3 business days had gone by since the order was placed, Numerous calls were taken by numerous employees over the course of those few days as well as over the weekend, Yet she was frustrated because we didn't provide our service? Not given the information needed? she was told monday or tuesday which she "Ok Fine" replied too..  Then on Monday when told the driver is being schedueld for pickup she wanted nothing to do with it "since she was not getting gifted this free car anymore" yet does not want to be charged her cancellation fee since shes under the impression that a cancellation fee is only charged after the vehicle is already loaded and in transit even though it would be impossible to cancel at that point.

An exceptionally terrible company in an industry chock full of weasels. Just look at their record here, one of the worst ever. Lied about the time and fact that my car was actually picked up providing a fake drivers name and number. Once I talked to the driver who had no clue about my car I called & Emailed to cancel our transaction and the bitter cow that works there threatened me that she was still going to charge me the full amount. Sure enough she tried and that was waived by my credit card company. Then the bovine sneak tried to run the charge again TWO MONTHS LATER! That of course was also waived and a complaint was filed. These is are truly the worst of the worst!

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 me and the matter has been resolved.
Sincerely,
[redacted]

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 me and the matter has been resolved. Today we received a refund of $100.00.
Sincerely,
[redacted]

One of the worst experience I had with a company and after dealing with them, I decided not to ever deal with a broker for transportation needs. The sales man, Rodney R[redacted] contacted my regarding my transportation request that was posted online. I had a last minute transportation request so the they charged me a premium for the service, which I agreed to pay given that they are able to move the vehicle in the two day time window I requested. The salesman Rodney R[redacted] assured me that there is a truck enroute from Boston and can most likely will be able to pick my car within the two days. I repeatedly asked him if there are any charges if they failed to provide me with a service and he repeatedly assured me that there are none. He even put his supervisor on, which I later learned was his fellow salesman Jason.
They failed to transport my car in the desired time, however worse than that they cancelled my order and charged me a $100 cancellation fee, which is listed in the fine print of the order. It seems to be their MO as when they cant make money off you by moving they cancel orders and charge cancellation fees. The irony is they didnt even cancel my order and infact some one else order. When I looked at the cancellation email, it appeared that while the name on header of email was mine, the order number, vehicle make, year, pick up location and destination were all different. It was someone else order and they charged me a cancellation fee.
I have reported the issue to AG office in new york and the FMSCA but the time and effort wasted cant be recouped.
Absolute liars and fraudsters.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did contact the business twice before making my complaint.  However, since my complaint was filed, the business did contact me.  I have sent the requested items over a week ago to the business and am hopeful that a resolution will be forthcoming.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
/>
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I  have not recieved the refund yet as I said my credit card was lost and have to be replaced  so hopefully in 2-3 days it should show up on my account if it does I will happily close this case, but  as for my 10 bussiness days  being up I called the other day and the very rude custermer service rep told us it wasnt up untill wed and either way we not recieve our refund I told her you guys had no right to charge my credit card  if you have not sighned a driver to pick up my car and she said cause I threatened to cancel my contract if the car wasnt picked up by the agreed date your custermer service rep anthony told us , your bussiness tells people one thing and does the total oppasite from day 1 you said you had your own drivers and had 1 open spot on a truck and this was a lie also you said 950.00 would be my total cost the driver requested and I found out you only offered to pay 785.00 to any driver to pick up my car you guys have lied from day 1 untill now we have tried to contact your bussiness everyday to find out how my shipment is going and our calls was ignored or not returned I will never recomend useing you again

To Whom it May Concern-Reiterating previous response. We supplied a local Body Shop to Access the Damages of the vehicle. We received confirmation from the client that they received the information.Based on the situation at hand, we offered to set up an appointment...

with a local body shop to assess the damages on the vehicle. ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Fri, Sep **, 2014 at 5:28 PMSubject: Re: SubaruTo: [redacted] <[redacted]>Got it. Thank you.On Friday, September **, 2014 10:10 AM, [redacted] <[redacted]> wrote:We have not heard from the client since the appointment was scheduled. As it stands customer could not supply proof of damages during transit. Therefore no additional action has been taken.Regards,[redacted]Auto Transport 123.

To Whom it May Concern-First and foremost we would like to apologize on the driver’s behalf for the delay in delivery. In our defense we provide “Estimated Delivery Dates” not Guaranteed Dates of Pick Up/Delivery as there are issues that Driver’s can run into while Transporting the vehicle...

to the desired location such as weather, traffic, or mechanical issues along the way.”All pickup and delivery dates and times are only estimates. Auto Transport 123 will not be held responsible for any natural disasters, acts of Mother Nature, or any other incidents out of our control.”We regret that it came as an inconvenience the delay of delivery while transporting the Vehicle. Our goal at Auto Transport 123 is to move the vehicle in a timely, and safe manner to consumer’s desired destination.We are willing to offer the consumer a good-faith credit adjustment in the amount of $50.00 - However full Reservation amount is not something that can be adjusted, as services were rendered.Regards,[redacted]Auto Transport 123

In Response to [redacted]
I
see where the customers confusion came into play here but when order was sent
out to the customer and the driver It stated that the vehicle was
indeed operational so we sent a driver out to that location, at the time the
driver...

called to confirm pick up time nobody answered the
phone. Several more attempts to reach customer still no response so
we sent driver out to location anyways. It was at that time when driver got to
destination that it was realized that the car was non operational, at that
point we then found another driver for customer but the customer was already
contracting out other companies which is explained to her against our
contract which is the reason she was charged that and the dry run we sent
a driver out there for. We never want to have unhappy customers but if
your going to ship a vehicle and fail to mention it doesn't run or
fail to answer your phone when a driver is trying to come out to pick up the
vehicle its difficult to do business.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
The person that I talked with ([redacted]) we discussed that if it was not picked up on Saturday that I would not want there service and I would not be charged. 1. You can go to the recorded phone calls that they would have on file. 2. There was never a truck dispatched from the company. No phone call was ever made to me on Saturday. No driver ever contacted me. Where is the proof from that.3. Called [redacted] on Saturday after not hearing from a driver and I was told at that time that the driver was not available and it would not be picked up on Sat.4. After not getting a transport from them on Saturday, I told [redacted] that I would not need there service and I was told that is fine and I would not be charged.They tell me that they record phone calls. Bring up the records and listen to the phone calls. They took money, when they shouldn't have, I was not only charged for the $100 but it overdrafted my account for $36 since I didn't know I would be charged after conversations with the rep [redacted]. They promise things to get you to sign up and then don't deliver and still charge you for no service.What they are offering is not acceptable and I am sure this is not the first time it happen. The min that I would accept for this settlement to be resolved is the $100 refunded back to my credit card. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

there is absolutely nothing misleading it states explicitly in the paperwork the cancellation fee and our reservation fee if dispatched to a carrier... This customer states right in his complaint that he was in fact dispatched to our carrier.  As the Revdex.com knows I have offered refunds or resolving options in this case I will offer nothing.  This customer has an issue with quality , he can make the complaint about them than,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
I most certainly did speak with the driver and informed him I did not need car moved. I had same phone number as to their response tried to reach me many times . There was not one message on my cell phone which was only number I gave them. I did not send letter to cancel  did not read contract well. I left phone message on [redacted]'s cell phone.I blame the salesman for pushing me so hard to sign . I did not want to and he kept after me call after call how I needed to lock in a rate. He told me just sign contract with any date will push date way out. With all stress of moving to new state when my husband changed his mind and decided to drive I called and never remembered letter. I have read of all the other cases where they have done same thing with the hard sell. They are liars  the driver knew we did not need him I don't care what they say. I would never use their service even if it was free so a 200 dollar credit is no good . I want my money back.any reputable company would give a refund. When I said I did not want to sign they should have accepted that I did not know date if date was wrong contract  was void anyway. They made up a date. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]