Melo's Auto Service

The proof was sent over that we assigned a driver and the signed contract as wellA representative from Road Runner's dispatch department had contacted the customer to advise of the "estimated" pick up and delivery dates and the charge to to her credit card which she verbally agreed to and agreed to in writingThe drivers do not contact a customer until the day of pick upWe apologize for the inconvenience this may have caused but the contract was signed and agreed to and at the point the funds are still due

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:
No further action requested - Consumer dissatisfied for the reasons below:1) Car was requested to be delivered to West Point on the *** of August, not leave port on the ***Hawaii car transport made an error in their log, which resulted in us paying more for port fees and needing a rental car longer 2) Their representative stated on * Aug **, we didn't have any port fees I acknowledge its in the signed declaration, however, when dealing with a representative of a company I expect that representative to speak for the company.3) The company has failed to address any other points of my original complaint.Thank you for your service and have a great day!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

***,I apologize if anyone told you over the phone that we record phone calls but I can assure you that we do notThere is no reason for any attorney to give us a call; the contract that you signed for our terms of service state clearly that a cancellation fee will be assessed if any order is canceled past the point of a driver being assigned to your routeWe welcome any attorney to view this provision in our contract and if they have any questions about it we would be happy to discuss with them furtherThank You

Good Afternoon, I apologize for any inconvenience you have experienced during your shipmentI see here that you requested to cancel your order and that request was honored and we have submitted a refundSomeone from our accounting team will be contacting you today about the refund. Thank
you

We understand your frustration and sincerely apologize for the inconveniences this delay has caused you. We kindly ask that our customers book shipments at least weeks in advance and provide us with a pickup windowThis allows us to work within a desired time frame and avoid situations like theseUnfortunately, since you booked your shipment only a few days prior to your desired pickup date it did not allow us enough time to allocate a carrierWe understand this may cause inconveniences and express this to our customers at the time of bookingNot only do we express this verbally but also clearly state it in our terms of serviceWe can never guarantee an exact pickup date due to issues like these that are out of our controlFor your convenience, we have expediated your shipmentWith the holiday nearing and lack of availability we were still able to locate a carrier to pick up your vehicle in just a few daysOur customer satisfaction is very important to usWe did our best to work within your desired pick up time frame needsUnfortunately, we cannot offer compensationWe are providing our services to the best of our abilityWe hope you can make the proper arrangements needed for your pickup and again apologize for any inconvenience this may cause youWe will continue to keep clear communication throughout your shipmentWe hope you understand and that this clarifies any further confusion

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,
*** ***

Dear Sir/Mam, As per our contract, all vehicle damage claims must be initiated with the
auto transport carrierWe would be happy to assist you with this process; please give us a call at ###-###-#### and our customer service department will be eager to assist you in starting the claimThank you

Hello, We are extremely sorry to hear that you have had difficulties with your transportWe would like you to know that we value all our customers tremendously and will do everything we can to stand by our contractsWe will have a customer service representative reach out to you
immediately at the phone number listed in your accountThank You Customer Service

Good Afternoon, I apologize for the inconvenience you have encountered during your shipment with usI see here that our driver picked up your vehicle on the requested date of 7/**, the estimated delivery date we had was 7/**unfortunately our driver did run into a delay which caused the
delivery date to be pushed back to 7/**I understand delays are inconvenient however they are also unpredictable which is why we make sure the terms of service that you agree upon does highlight the fact that all dates and times are estimated and are never guaranteedI have scheduled a call back from our service manager to contact you sometime today or tomorrow to go over your concerns. Thank you

Goof Afternoon, I apologize for the inconvenience you have experienced due to the delay in shipment and I am here to assist in anyway I canI have attached a copy of the terms of service you agreed to on 7/*/and I have highlighted the areas of importance that relate to your situation
Please see our highlighted areas that do state all dates and times for both pickup and delivery are estimated, there are absolutely no grantees regarding pick up or delivery times and datesDelays may occur that are out of our control such as mechanical problems and weatherUnfortunately both circumstances occurred during your shipmentOur carrier experienced a breakdown and this caused the primary delayOn the date of your delivery he was unable to make it by noon as you requested because of severe rain stormsI apologize for these circumstances that occurred however they were beyond our controlI have a log of calls between you and my customer service department staying in contact throughout this transitWe do not normally provide refunds for situations like this because it is clear in our contract that nothing is guaranteed for transit times and unforeseen things can happen however since this delay was extensive in nature we did offer the $refund for the inconvenience you had experiencedThe car did arrive on 8/** regardless of the severe rain storms and was in the same condition we had received it inDelays in this business are rare however they do happen and we are deeply sorry that this happened to you and offered the $discount to help show our appreciation to you as a customer and our apologies for the unforeseen delay We have had you scheduled for a call back by our customer service manager for 8/** and 8/** however you were unavailableShe did leave you a voicemail and will try you again at some point today. 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 they have stated that I am not entitled to anything and they cannot help me I asked to speak with a supervisor and they responded there is no one else who can help you I want a full refund from them and nothing else I have tried numerous times to reach out to Nicole but she never returned any of my calls Then I finally spoke with her personally and had told her in depth what had happened to my vehicle and the condition of it It is now getting an estimate from my mechanic Maybe the person who responded to this email should reach out to Nicole herself and get filled in.
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.I don't agree with every claim the business is making about letting me know about the week window up front etc etcThe booking agent never mentioned about this and that very confident that the desired pick up date of 11/** can be easily arranged with a carrier
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
However with that being said I still feel it is unsatisfactory for this company to not notify myself or any other customer that the check they received was going to be canceledBefore canceling an account they knew what checks were still out and could have sent an email with this informationIt took as long as it did because I had to drive minutes to the company to have the repairs doneSo yes I will accept their response but I will NEVER recommend this company, and being military in Hawaii I know several people in need of a shipperAlso when I receive the check and it actually goes through the issue will be 100% done and complete. 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:
[Your Answer Here]
After demanding to speak to the owner after dealing with very rude staff I was able to find out on my own who the owner was and I contacted himMr.v*** was very understanding and rectified the situation did not charge me for the unauthorized car wash and my dispute has been settled
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Good Afternoon, I apologize for the inconvenience you have experienced during your shipment with usWe spoke to our carrier who did confirm the vehicle breakdown causing the delayDue to unpredictable events such as a carrier breaking down we do stress that all dates and times are tentativeAll dates provided are estimated and never guaranteedThis was understood at the time of booking and agreed upon when you signed out terms of service in September. 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:In their response they say that they call and tell people about the monetary commitment when they ask them to sign They told me on the phone that they have a recording of this phone conversationI am hereby requesting an audio copy of that recording I wish I could see their response as I write this I don't remember seeing any refutation that such an immediate and early booking is not standard practice in their industry.
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:
[Your Answer Here]
We spoke with the Supervisor last night (the first time anyone has called us or responded to our request for information)This is not about delaysThis is about being lied toBeing told for days the car would be delivered the next morning the next afternoon without resultThis is about being hung up on, this is about a different freight carrier delivering the carThis is about being told that they didn't know where our car wasThis is about the single worst service experience that my husband and I have ever experiencedProblems occur in every businessThe measure of the business is how it is handled, how the customer is service and by every single measure that can be used until we began the process with the our review the Revdex.com and Federal Transportation Commission did we get any responseNO WE ARE NOT SATISFIED WITH THIS ANSWER IN ANYWAY SHAPE OR FORMThe complaint stands even more firmly now than it did before
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:
Customer Service, your statement is incorrect! You did not offer to pay for my transportationThe offer was a $*** gift certificateThat is not the price of transportation there and backAlso, I understand that traffic, inclement weather, etc could possibly dictate the delivery of my vehicle, however that is not the case, and that is why I sent my vehicle as early as I did (not to mention this was based on a planned schedule set by the agent I booked it with). He counted the days it took from Hawaii to California, and then counted the days it would take from California to AtlantaNothing obstructed the delivery, other than poor planning on the part of the delivery companyI was told that there was no delivery trucksNot bad weather, or anything out of your controlI even spoke to a driver almost a week priorI was not told that my vehicle would be delivered later that day, but a week laterAnd when I got there to pick up my vehicle, there were gentlemen just sitting in a bay(could have been delivering my truck)
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:
This response is absolutely proposterous; the vehicle is in near perfect conditionIn fact, it was in a fender bender in a parking lot a few weeks before it was shipped, with the entire hood and left and right fenders newly paintedI can see by their response they have no intention of handling this in any way even approaching professionalismMy wife and I laughed out loud when we read their response; totally ridiculousI can provide photos of the vehicle today; you can see for yourself it's in near perfect condition. The inspector/driver inspected the car for nearly minsThere was no mention of "so much damage, too much to list"If that's the case, the vehicle would still have the damage, whatever damage their referring to here, and photos will prove this to be a completely allegation As I've stated multiple times, my daughter saw the damage once it had been taken off the truckShe mentioned the damage to the driver, but again, as stated, he said it must of been there prior to shipShe's too young and inexperienced to have known to note it on the bill of lading, which the driver also realized, which is why he kept pushing her to sign it, as he knew the trucking co would be liableThese are brand new scratches, evidenced in the photosIf they were on the vehicle prior to it leaving CA, why weren't they dirty like the rest of the vehicle? Roadrunner has made a decision to take full advantage of a young, inexperience adult in this situation; truly despicableMy daughter called me nearly in tears that the driver was aggressive, harsh and rushing her through the entire processHe absolutely knew they'd be liable for the scratches if he wasn't able to get the paperwork signed. Most important, and this is key, the driver never even informed my daughter of her options, or what the process is/was to claim any kind of damageHe just kept saying it must of been there at the origination point and pushing her to sign the bill of ladingIf Roadrunner was even a semi-scrupulous, partially customer driven company, they would train their staff to walk the customers through their options, if something isn't right w/ the vehicleInstead, their drivers must be trained to use whatever tactics necessary to get the customer to sign, even if it's clear there's damage to the merchandise, so as to not have any costs go against the transportation revenue generated from hauling that merchandise.I'm more than happy to send photos to refute the erroneous and completely fabricated claim the vehicle had "so much damage, it couldn't be listed" verbiage from RoadrunnerWith regards to the damage wheel, it doesn't take a forensic detective to see the scratches in the pictures provided are brand new, with the rest of the wheel being completely dirty from the CA to WI tripRoadrunner knows they cause this damage; it's the only plausible reason scratches not noted as the departure end, suddenly appeared at the arrival end. What's amazing to me, is Roadrunner is not only willing to completely fabricate stories about what happened here, but more importantly, they're totally ok w/ losing a customer, and future customers when this hits the social media circles, all for $I understand that's 100% their perogative, but it does speak volumes as to how they value and treat customers - it's no wonder they're willing to provide deceitful and fraudulent information - they don't care if customers ever come back
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:
[Your Answer Here]
they didn't do what they said they were going to do, + not telling us, not only till we contacted them, and being told it was picked up when it wasn't and asked why,they said truck was broken down, nothing went like they said and what the ad saidI talked to them about this and they couldn't give me any answer to not calling
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** * *** *** **