Melo's Auto Service

Good Afternoon, I apologize for the inconvenience you are experiencing with our company thus farI have reviewed your complaint and understand your frustrationI have attached the email *** had sent you and Ive also attached your signed terms of service and highlighted the areas of
importance in regards to your complaintPlease note on *** email she did state that the vehicle is not yet ready and the estimated date of pickup will be the ***She did explain this was an estimated dateSection of our terms of service also state that all transit times are estimatedI apologize that our driver had a delay on route causing your vehicle to be available later then expectedDelays during transit are very hard to predict, for this reason we cannot stress enough that all dates and times are estimatedSection also does state that in the event of a delay we will not be responsible for rental cars, hotel stays or any other consequential damage caused by the delaySince delays are our of our hands and not something we can control we cannot be held liable if a delay occursBy signing our terms of service on May *** its implied that understood our policy and went along with the bookingIn regards to the damages we do have an active claim pending for youElizabeth is the claims manager and is currently reviewing your claim and will be contacting you todayI apologize for the delay in communication however we wanted to make sure all of the information was sent to the correct locations and we are awaiting feedback from the port locationsNormally once we receive feedback about the claim we contact you with an update on the statusI have made this claim a top priority and you will receive a call today. Thank you very much

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

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

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,
*** *** ***

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,
*** ***

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

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

***,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

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,
*** ***

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,
*** ***

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]
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,
*** ***

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:
I did not recieve a call yesterday as you stated I just checked my voicemail to make sure I didn't miss a message and there was nothing there Perhaps you have an incorrect phone number My number is ###-###-####.I look forward to your call so that we can get this 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:
[Your Answer Here]
Be fair warned people using this carrierI was told they can pull the calls after I set up the arrangement and asked for a refundNot once during the automated system or when speaking to a salesperson do they tell you they are recording youIf I'm not refunded I'll be seeking an attorney to discuss the fact that you are recording people without giving them the knowledge of them being recorded up front See link for federal law.
***
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,
*** * *** *** **