Auto Transport 123

I had one of my elderly customer come to my location with paper work from what he thought was my company which it was not, It was Auto Transport 123 who claim to be a "family run company". I called them explaining my customer was VERY elderly and unaware that he booked with that company, he asked the person Michelle who he booked with if it was the company out of Salem, MA and she said yes. I called them and asked them to do the right thing and refund his card the $225. After being switched over to 4 different people and on hold for 20 mins some one finally came to the phone and said there would be a $100 fee to cancel. He wasn't planning on leaving to December so they have not done anything but charge them up into this point. The fact that some one would take advantage of a elderly man and not refund it when clearly he had no idea what or who he was signing up with is very sad and this needs to be a full refund.

To Whom it May Concern-Please be advised that the customer provided the First Available Date 04/**/2015 on the Contract Details.03/**/15 1:04 pm - Customer changed the First Available Date to 04/**/2015 / [redacted] - ###-###-#### / Checking on Status of Shipment. 03/**/2015 /...

Told her about window leaving on the [redacted] of April.. need pick up by the [redacted].. 03/**/15 9:50 am - Customer called us to advise that they were no longer shipping the Vehicle - Cancellation Policy was explained to the Customer $225.00 would be deemed non-refundable and was placed on file for a future transportCustomer at the time was listed with another company Order ID: [redacted]  03/**/15 11:53 am - [redacted] got on the phone said this order is cancelled. 03/**/15 12:30 pm - Customer called our Office to advise they wanted pick up on [redacted]Dispatched: 04/**/15 10:17 amUnfortunately we are not refunding the reservation fee of $225.00, we are willing to offer a $50.00 Credit adjustment, otherwise the customer can utilize the reservation fee towards a future transport at any time.Thank you,Auto Transport 123###-###-####www.autotransport123.com?

Good Morning-I would like to advise this issue was resolved at 10:10AM ETWe have issued an adjustment for the full reservation fee.Transaction ConfirmationTransaction [redacted] has been successfully ACCEPTED by the system.Below is a...

summary:Transaction ID: [redacted]Payment Method: XXXX[redacted]Amount: USD (225.00)Please remove and mark as resolved effective immediately.Thank you, [redacted]

Good Afternoon-After reviewing the Customers Complaint, and reviewing the order details. I found the following:Customer placed an order in our office on 03/**/2015 at 4:36PM to move a 2003 Ford F-150 from Origin: [redacted] to Destination: [redacted]...

[redacted]          - Customer provided a First Available Pick Up Date: 05/**/2015 - All customer are advised we require a Minimum of three business days to confirm the pick up arrangements.- Customer contacted us 05/**/15 10:51 am to advise needs pu by 7pm tomorrow - Customer contacted us 05/**/15 1:04 pm called in saying [redacted] guarenteed him pickup tomorrow / Customer was advised of Cancellation Fee in the amount of $100.00 - Customer was upset with Cancellation fee. Resolution:We would like to offer a partial credit in the amount of $50, or the customer has the option to utilize towards a future transport at anytime.Regards,[redacted]
[redacted]

Auto Transport 123 - Response 12/*/2014To Whom it May Concern-I am writing in response to the complaint received by the consumer. Looking over the reservation it was placed in our office in October, 2014. We were given a first available pick up date: January [redacted], 2015 - with the...

understanding that the Date is tentative - will let us know a month in advance if the same.Customer contacted our office yesterday 12/*/2014 around 5:28PM ET to process a Cancellation of the Reservation. It was explained to the customer that there is a $100.00 Cancellation fee non-refundable. The reason for the Cancellation was represented as his Military Orders were extended and does not know precisely when he would need to transport the vehicle. Auto Transport 123 explained that we can place the order on Hold vs. Cancelling, however to secure the reservation the $100.00 would need to be assessed and placed on file. Customer expressed that the contract would be void due to the SCRA - Service members Civil Relief Act, however the SCRA assists only with the following: Outstanding Credit card Debt, Mortgage Payments, Pending Trials, Taxes, and Termination of Lease. Our contract agreement does not participate in the SCRA as we are a private Business that Transports Vehicles - Our Terms and Conditions specifically outline that 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.f 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.” which was accepted and agreed to back in October, 2014.It was explained to the client that if the Cancellation fee is not paid $100.00 the reservation will go into Collections. There is currently an Outstanding balance due to Auto Transport 123 of $100.00.Regards,[redacted]Auto Transport 123###-###-#### (P)###-###-#### (F)

The reason any email cancellation was no approved is we do not take cancellation via email as it states in the contract you signed. It also states the $400 reservation free if charged is for the booking with the port which way pay to reserve your spot. If you provide your order # or so called quote...

# I would be happy to provide the contract which was signed dated and tracked via IP scan to your home computer at he time of signing. I do not know who you contacted in regards to trying to get that paperwork since you did include anyone's name or ext. but I wod be more than happy to provide it to you.

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:
 
[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 themselves on many occassions, first by not arranging for car pickup by 04/** which was originally promised, second they demanded $800 in advance before car pickup and threaten that my car wouldn't be picked, third no one came to pickup the car instead we had to drop the car to driver's place, fourth no one from Autotransport knew that driver has dropped the car back to my friend's place.Even agreement says that I should get full refund if services are not performed in 10 business days which didn't happen, now you might have a different view of services done but from a customer's perspective its when they get their car delivered. I had to go thru a lot of stress because of all this, my car was still in [redacted] when I had already moved to new place, before signing the contract [redacted] said he already have a driver for me(request to check call recordings if you have) and later he said he does not handle all this, and always referred me to customer service. His tone was always like he does not care about customers once an agreement is signed]. I had to pay $410 as car rent for extended period of time because of this, I again ask you to check my call recording with [redacted], if always said that my car would be delivered by by 04/**-04/**.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Auto Transport 123 Response 10/**/2014
While we strive to provide the best experience possible for transporting your vehicle, we regret that you are dissatisfied with the services provided. Please note: we provide you Estimations on pickups and deliveries. At the time you were attempting to...

track your order our system was undergoing maintenance preventing a timely response to your inquiry.
As of 07/**/2014 you have been refunded a total of $250.00 which you confirmed receipt of. 07/**/2014 at 4:42pm “The driver stated that he refunded the customer $250.00 dollars back to him today which the customer did confirm receipt of and accepted discount”.
At this time, we find the issue resolved, and again we apologize for any inconvenience this may have caused.
Sincerely,
[redacted]
Auto Transport 123.

PLEASE HAVE CUSTOMER CONTACT US TO RECEIVE PARTIAL CREDIT $75.00 ###-###-#### [redacted] BTW 10AM-4PM ET M-F – WE HAD THREE DRIVERS ASSIGNED ON THE ORDER – ALSO CUSTOMER NEVER CANCELLED RESERVATION IN OUR OFFICE.

I worked with Casey M on shipping my vehicle from Hawaii to New Jersey. It was honestly one of the scariest things I have ever had to do, but Casey literally put me at ease and told me this will all be taken care of accordingly. I drove my car to the port in Honolulu and there my car went overseas which is about a two week span. Casey had informed me that everything was going as planned as the driver was picking up my vehicle in California upon arrival via email which was great because I definitely was nervous. And finally after a week, Casey had the driver contact me as to tell me a time as to when my car was going to be delivered. The driver and I got along really well and nothing on my car was damaged as I took pictures upon leaving my car in Hawaii.

I have already recommended my brother to this company. I gave this company a chance and after calling around, they gave me a good deal on my transport. Thank you !

I just spoke to [redacted] and we truly apologize she had an issue with [redacted]
I have given her the main ext for any issues and offered for her to deal with us directly.  I truly apologize for any issues or inconvenience this may have caused.
Sincerely,

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 have...

determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 This company never told me what truck my car was on until now. They did not keep in contact with me and ignored my phone calls. I contacted a [redacted] and she was beyond rude and did not speak to a customer the proper way. She told me I should have called her " I did" multiple times. I left messages. I have no problem getting a copy faxed over showing that I made numerous of calls to this company and NOT once could anyone tell me where my car was. I demand my 450.00 back and for them to remove their "5 star" from their page. I am not the only customer that has had numerous of problems with these people. I will continue to push this until I receive my money back. Thank you.
 
 
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 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 have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I signed the contract based on [redacted]'s word (salesman) and not based on the terms described on the contract.
1- I had the need of having the car at Orlando by Sunday
2- Autotrasport123 said they could do it
3- Autotransport123  tried it, but they could not do it.
4- I had to drive the car myself, so I could meet the need
5- Autotransport123 should have said they could not meet my expectation as other companies did say when I contacted them on Friday.
6- All I'm asking is to have my money back.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom it May Concern-I am writing in reference to the consumers allegations. I would like to indicate that all of our calls are recorded for quality assurance and training purposes. After reviewing the reservation, we did in fact receive the order on 10/**/2014 to Schedule a Pick Up as...

early as 12/**/2014 from ** to**. The customer contacted us the same day after placing the reservation to cancel the reservation. Please be advised that when a reservation is signed, the customer must confirm through three separate screens confirming they read the Terms and Conditions in which outlines the Cancellation Policy.Please Note: 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. 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.After speaking with the customer on 10/**/2014 - Consumer was verbally advised by two separate representatives that a cancellation letter was required, and that a cancellation fee of $100.00 was being charged to the Credit Card on file. As of 11/**/2014 we have not yet received the Cancellation Letter requested.We are not providing credit to the consumer, as the reservation was cancelled in our office.Regards,[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:

[Your Answer Here]
 No definite pick up date was set so a truck should not have been dispatched. Requiring written notice by mail is not reasonable.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize if there was any discrepancy with the window which is why I immediately refunded any amount taken from you. The route was tough I have numerous calls and emails on record where there was correspndsce between yourself the agent and my customer service department . I truly do apologize the transport did not work for you the money has been refunded as can be verified with your credit card company. If someone was rude to you I will take that up with them there is no reason that should have happened. We are not perfect I worked very hard to try to work out options and find you a driver it did not work.. I'm sure you can understand that [redacted] and as I have referenced we will be taking no money for your order or our time. 
Sincerely

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 called twice during normal weekday working hours to the exact number and extension mentioned by the business and still have yet to have a credit representative pick up or respond to my call, despite leaving a voice message with my name and number for a call-back.Sincerely,[redacted]

after further review this customer was refunded this morning and we apologized for any inconvenience this may have caused.  Please confirm with the customer and close issue.
thank you.