Melo's Auto Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint of delivery of car and lack of customer service.ID# *** and have determined that my complaint has NOT been resolved because I at no point could track my cars whereabouts other than the original pick up in New Lenox, Il and was never given a straight answer to where my car wasAlso, I was the one making all the phone calls checking on the status of my carI'm sure if the company checks their records they will see that I was the one checking the status, not themAlso, when I called the company on August ** to confirm delivery for that day, I was told ,yes, I was still expected to get delivery of my car that dayBy 5pm of that day, still no car, no phone call! What a horrible way to run a businessI certainly understand that mechanical and weather play a role in transporting my car, but have trouble understanding why I wasn't notified of any pertinent updates and why I couldn't track my carYes, my car was finally delivered , days later than scheduled and much aggravation and worry on my endTo hide terrible customer service behind mechanical and weather excused is unacceptable
Sincerely, *** ***

We sincerely apologize for all inconveniences and delays you have experienced during your shipmentOur customer satisfaction is very important to us and we appreciate for your feedback as it will aid us in better serving our customers in the futureYour feedback allowed us to reassess our customer service and make necessary improvementsWe sincerely apologize for these inconveniences and hardships you encountered during your shipment and would like to offer you a refund of half of the total cost of your shipment. We never intended to cause you such a disruptionWe hope you accept our apology and our offer of a refundWe truly appreciate your feedbackWe are currently making internal changes to our customer service department to improve our experience for future customers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Good afternoon,Yes the contract was agreed to on 05/**/and the driver (*** ***) was scheduled to pick up the vehicle on 07-**-We had emailed and spoke to the customer to confirm the pick up date on 05/**/and advised her of the charge of the $that was charged the
same day as she was aware ofThe customer later contacted us to cancel the booking on 05-**-at that time since we already had a driver assigned to pick up the vehicle the deposit is non refundable as per the agreed upon contractThe customer disputed the charge with her credit card company times which is why it was sent to collectionsThe balance of$is still owed to us at this time

Good Afternoon, I apologize about the frustration you have experienced with your orderI have reviewed your complaint and made the claims department aware that this claim should be reopened for the physical damage you are claimingI will make sure our claims manager reaches out to you today
to go over the next steps in this process

Revdex.com:
reference to complaint ID ***, Vlogistics and its subsidiary Road Runner with whom we had a profoundly negative experience, is making a very positive effort to remedy our experienceWe believe that our concerns regarding the manner in which we were dealt with, the difficulties we had in reaching anyone for support, the manner in which we were spoken to when we did reach someone, the lack of transparency in the process are all being addressed by the company with their staffWe have been assured in writing by the VLogistics and Road Runner that what occurred during our interactions with Road Runner will serve as an example of what not to do when there is a problem, what not to say to a customer when there is a problem and how a different customer service style of transparency and proactive communication throughout the course of the transaction with a client will mitigate if not eliminate cause for complaint by future customers; our primary desired outcome. To this end believe that our complaint can be closed.
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]There has to be some accountability on your part for your driver Alex and his actions that have caused me to be inconvenienced To not hold the person you hired to handle my car responsible for the things that went wrong is bad business practice, costing me additional money than was not agreed upon Not once did anyone from your company tell me how much the extra trip was going to cost Had I been informed that it would be an additional $on top of the $1,I already paid you I would not have agreed to that and would have told the seller to deliver the car to Long Beach himself Informing me of what the amount of the extra charges were after the car arrived in Hawaii is unethical Go back and listen to the phone conversation I had with HCT employee Amanda on Monday June **, *016, she did not tell me what the cost would be for the second transport In fact no one told what the exact amount of the additional costs were going to be until June **, *when Pamela called me to inform the car was ready for pick up at Matson.Also, as of today I still have not received the current registration for the car from your driver Alex who kept it I spoke with him on Saturday July *** and I gave him my address He assured me that he would mail it to me but I still don't have the registration I have only one more day to register the car before penalties start accruing This is unacceptable and unprofessional, he should have never kept the car's registration from me in the first place and left me in a position where I am stuck and cannot register the vehicle This should not be acceptable with your company and should have been addressed immediately once I informed you that he had my car's registration I first informed Pamela of this in an email on Saturday July *** and it is now almost weeks later and I still don't have it If you were me, would this be okay? Would days after your car arrived and you could not register your vehicle be okay with you? Would you be okay with accruing penalties for not registering the car within days of it's arrival at port in Honolulu? Would you be okay with the shipping professional that you hired to just say "Sorry for the inconvenience?" I think your answer to all of those questions would be the same as mine if it were your car, No it is not okay and you would want the company you hired to transport your car to make it right in a way that both parties felt was fair All I am asking is for you to do is to be fair and operate in good faith, to look at all the things that went wrong with the transport of my vehicle and to compensate me for the inconveniences that your driver has caused me with both the Emergency brake and with withholding the registration from me for a month, and for your company not informing me up front what the actual additional costs were going to be for the second trip before transporting the car
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: The reason I disputed the charges on my credit card was because a driver was NEVER assigned to pick up my car and I contacted them several times (see attached emails) after the emails as well asking why my credit card was charged anyways when a driver had NEVER contacted me and I certainly never received any emails from them confirming a driver was assigned as well, so the deposit, according to their own contract is still refundable This is fraud plain and simple
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Good Afternoon, I am so sorry for your experience thus farI had arranged for management to followup with you earlier today to get this resolvedVehicle will be in your possession todayI know our manager already informed you of this information however I wanted to reconfirm that you will be
getting the delivery today and to please contact our service manager directly with any other concernsWe have appointed management to be your main source of contact from here on out so we can make sure you receive optimal service. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The time between the "no obligation" reservation and the "booking" was so short I did not understand what was happening I understood that the booking would come closer to the shipping date When the woman called me she asked if I had received "an email." She didn't say booking order She didn't say a monetary obligation was involved She asked if I would sign the email I thought I was signing a confirmation of my conversation with the sales person The email I got from him looked exactly the subsequent forms I did not understand that what I was signing entailed a financial obligation Even if I had read the contract word for word, which I confess I didn't, I still would not have understood what they were doing.The reps on the phone said that regardless of what I was told by the sales person and regardless of how the "booking" call was handled the fact that I signed was my own fault Every other transport I've talked with said it is not possible to book a transport so far out The trucks don't know where they'll be that soon I think this company is playing a shell game with its reservation/booking doubletalk They engaged in a deceptive sales practice I believe the transport booking was a shadow booking just so they could take my money What they did may or may not be legal, but it was dishonest and deceitful I wouldn't use this company again for any reason I will be satisfied with nothing less than a full refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Unfortunately we did have a problem with one of our accountsThe customer had contacted us after business hours since our corporate office is not in Hawaii there is a significant time differenceWe have contacted the customer to advise her that a new check for her claim will be cut immediately to
resolve the issue along with any additional fees that were incurredThe check was sent out 06/**/and we are just now being contacted that the check had bounced

Hi ***, You had stated that you had to pay $each way for transportation to pick up your vehicleIn good faith we had offered to pay for your transportation there and backUnfortunately when shipping a vehicle half way across the world there are certain factors such as traffic, acts of god (inclement weather) and other factors such as equipment malfunctions that are often out of our controlIt is for this reason that we do not guarantee dates in our contracts however we do our best to adhere to them at all timesWe sincerely apologize for the inconvenience and are disappointed you will not accept a reimbursement of your travel feesThank You Customer Service

Order notes state that this customer refused pickup of his vehicle - refunds are not granted after a carrier is assigned and dispatched for pickupThis is in the Terms of Service which are signed by the customerThank You

Good Afternoon, I understand you are still upset at this situationAs stated previously theirs no way for me to confirm what was verbally said between you and are representativeI understand you were unable to inspect the vehicle until after it was delivered however you elected for Kyle D*** to receive the vehicle and sign off on the inspection*** *** received the car and signed our inspection sheet notating there was no damage at the time of deliveryWhen we are contacted after delivery about damages done to the vehicle there is only one way for us to tell if damages occurred in our possession and that is by the inspection done at the time of delivery*** *** felt comfortable enough to sign off on the paperwork with no damagesDue to this we are unable to confirm if damages occurred after delivery and are unable to process your requestIt is very important that our terms of service are reviewed and signed prior to vehicle pick upThis means you understand the process and agree to our practicesUnfortunately we are unable to move forward with your requestWe will process you the refund of $once you confirm that it is satisfactory. Thank you

We sincerely apologize for all inconveniences you have experienced during your shipmentUnfortunately we are susceptible to slight delays when transporting vehicles for various reasonsThus we clearly state in our terms of agreement that all dates are tentativeWe kindly reiterate this to our
customers verbally as well since we can never guarantee exact delivery dates and timesI've attached our terms of agreement you have signed and agreed toPlease refer to the highlighted paragraph stating our termsWe can reassure you that your vehicle is currently en- route to its final destinationUnfortunately we can not offer any compensation at this timeWe sincerely apologize and appreciate your feedback as it will aid us in better serving our customers in the future

Hi ***, As per our the signed terms of service we received from you (and require from all our customers) once a driver is dispatched to pick up your vehicle, refunds of our fee are not refundableThe moment a carrier is dispatched, we incur all our costs for finding and organizing the
transportHad the cancellation request happened prior to this point, we would be obligated to refund. Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Unfortunately, you did not answer my question as to how you came to the figure of $150. In addition, I would like your professional opinion as to how else those particular damages could have been caused to my vehicle (straight line scratches the length on my car on the roof and hood, and a missing fin? I ask this, as both the body shop and the Lexus dealership knew immediately what caused the damages before I even explained the situation. It is obvious they are a direct result of a car carrier. It is an absolute shame that your business puts its own profits and bottom line above customer experience and satisfaction. It is not that I am merely dissatisfied with my transport and am simply complaining for a delayed delivery or a messy/dirty car. I am complaining because you caused $worth of damage to my Lexus CT 200h with less than 20,miles. I am sure you would not want to be treated this way had this been your vehicle *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:It does not address, nor reflect accurately, the phone conversations I had with Hawaii Car Transport - Please see below
To Hawaii Transport, You are correct, I did speak with your representative on or around *** of July and verified that it would be delivered, not leave the port, on the *** of AugustAs you record your conversations, please review the tape and you will see we did discuss port fee's and that it would be approximately days (** - ** Jul) as the carrier would need about days to get the car by the *** of AugustI acknowledge that is an estimated time, but the *** and *** are two different dates and not in any reasonable estimation of time.For the second part, I called on the *** of August to verify how much I owed for port fees to ensure I was meeting my obligations per the contract and was told by your representative that I didn't have to pay any She even put me on hold and conferred with whomever to double checkI understand what I signed and was aware of the port fees, however your company representative confirmed that I didn't' have any to payPlease check the recorded conversation for the *** of August around HST.The delay in the car getting here on or around the *** of August was a mistake by your company and not anywhere around the estimated time frame or date that I had requested on the *** of July It is not reasonable for a day gap to occur and be called an estimation.Thank you,
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID# ***, and have determined that my complaint has NOT been resolved because:
First and foremost, NO ONE from Roadrunner has attempted to call me regarding my claim. I have emailed them several times, and all they do is respond by saying that they are DENYING my claim based on the fact that they claim the damage was done elsewhere. By reviewing the attachment to this response I am sending, you will again see on PAGE of the attachment that my vehicle showed NO DAMAGE when taken from Dickinson, Texas on July **, 2015. On PAGE of attachment, you will see that my vehicle was inspected upon arrival into *** *** on July **, 2015. The report shows CODE - ROOF DAMAGE - DENT IN ROOF. It is VERY CLEAR from this report and the date it was done (7/**/15), that the vehicle obtained this damage while in route from Texas to Florida. The representatives from Roadrunner (PR Car Transport) insist on not covering this damage, claiming that the damage was done on the second leg of the trip, which, of course, would be impossible for them to claim, based on the date of this inspection. All I would like is for Roadrunner to acknowledge the damage by paying out the cost to fix this dent. It is VERY frustrating that they claim in their response to Revdex.com that they have attempted to make this right, when in fact, all they have done is deny my claim FOUR times now via email. Please note that EVEN IF the damage occurred on the second leg of the trip from Florida to Puerto Rico, this does NOT take liability away from Roadrunner, as they are who I contracted to transport my vehicle, but this should be a moot point since again, according to THEIR report, the damage occurred while being transported from Texas to Florida. Roadrunner has treated this case extremely unprofessionally. Thank you, *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***