Hello, We are extremely sorry to hear that you have had difficulties with your transport. We would like you to know that we value all our customers tremendously and will do everything we can to stand by our contracts. We will have a customer service representative reach out to you...
immediately at the phone number listed in your account. Thank You Customer Service
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]
Hi [redacted], Thank you for reaching out to us. Please contact our customer service team at ###-###-#### to get an update on your vehicle. As per the terms of service, all dates and times are tentative. Thank You Customer Service
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:
This response is absolutely proposterous; the vehicle is in near perfect condition. In 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 painted. I can see by their response they have no intention of handling this in any way even approaching professionalism. My wife and I laughed out loud when we read their response; totally ridiculous. I 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 20 mins. There 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 false allegation. As I've stated multiple times, my daughter saw the damage once it had been taken off the truck. She mentioned the damage to the driver, but again, as stated, he said it must of been there prior to ship. She'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 liable. These are brand new scratches, evidenced in the photos. If 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 despicable. My daughter called me nearly in tears that the driver was aggressive, harsh and rushing her through the entire process. He 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 damage. He just kept saying it must of been there at the origination point and pushing her to sign the bill of lading. If 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 vehicle. Instead, 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 Roadrunner. With 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 trip. Roadrunner 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 $300. 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,
[redacted]
Good Afternoon, I am so sorry for your experience thus far. I had arranged for management to followup with you earlier today to get this resolved. Vehicle will be in your possession today. I 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 concerns. We 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# [redacted], 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 conversation. I 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,
[redacted]
To Whom It May Concern,
With their response to my complaint, V2 Logistics continue to act in bad faith by not resolving my primary request. I requested a new and realistic date of delivery.
Furthermore, they continue to act in bad faith by providing what looks to be like a revised copy of the terms and agreement. I say revised because the copy I signed had different details than what they attached to their response.
According to my copy, which I have attached, my email address in the Shipper information is "[redacted]"
Their copy states the email address in the Shipper information is "a[redacted]"
According to my copy, which I have attached, the voyage details on page 1 are as follows:
Voyage: [redacted]
To Port By: 8/**/2017
Sail Date: 8/**/2017
Est. Available: 9/*/2017
Their copy says the following:
Voyage: [redacted] To Port By: 8/**/2017
Sail Date: 9/*/2017
Est. Available: 9/**/2017
I would like V2 Logistics to answer the following.
Have they picked up my car at the Long Beach Port?
When do they expected to deliver my car in Washington, DC?
[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]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Afternoon, As per your verbal conversation with our claims management we are in teh process of contacting the driver and attempting to reopen this claim based on your response. Thank 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 resolYour Answer Here]n I find it amazing that this business would respond to My complaint by continuing the falsehood perpetrated by them by means of electronic chicanery . I have no way of proving what was agreed to verbally pertaining to the transport as it was all accomplished verbally between Myself and the sales agent employed by v2 logistics .I did indeed sign electronically for the service agreeing to what I was told was the rate for an enclosed trailer ,I foolishly put My faith in an [redacted] persons Honesty .It is quite obvious they will stick to their story ,they apparently believe in the old saying that " A lie well stuck to is as good as the truth " in this case it will work in their favor . there is another saying that applies here "one who is robbed and laughs steals something from the thief " I am laughing at the absurdity of their behavior .
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
It is impossible for damage to be caused "on our end." We do not handle the vehicles at all. We simply facilitate the transport with an insured shipping company; claims must be submitted to the actual shipper. Thank You
Hi [redacted], Our customer service team has assured us that the ETA of delivery for your vehicle will be today between 4 and 6PM local time. Thank You
Good Afternoon, I apologize for the inconvenience you are experiencing with our company thus far. I have reviewed your complaint and understand your frustration. I have attached the email [redacted] had sent you and Ive also attached your signed terms of service and highlighted the areas of...
importance in regards to your complaint. Please note on [redacted] email she did state that the vehicle is not yet ready and the estimated date of pickup will be the [redacted]. She did explain this was an estimated date. Section 9 of our terms of service also state that all transit times are estimated. I apologize that our driver had a delay on route causing your vehicle to be available later then expected. Delays during transit are very hard to predict, for this reason we cannot stress enough that all dates and times are estimated. Section 9 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 delay. Since delays are our of our hands and not something we can control we cannot be held liable if a delay occurs. By signing our terms of service on May [redacted] 2016 its implied that understood our policy and went along with the booking. In regards to the damages we do have an active claim pending for you. Elizabeth is the claims manager and is currently reviewing your claim and will be contacting you today. I 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 locations. Normally once we receive feedback about the claim we contact you with an update on the status. I have made this claim a top priority and you will receive a call today. Thank you very much.
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 been contacted by customer service. I contacted the company to get an update on my delivery date as I was quoted to be by end of day today (04/**/2016). I was told that the RoadRunner cannot meet the quoted date and the delivery will actually be 04/**/2016. They also claim that they have tried to contact me multiple times yet I have no voicemails or return emails. I have provided two separate emails and they do have my correct phone number as they have left me a message previously. The treatment I receive by this company is unbelievable. Since filing this complaint, they are rude, short and unhelpful. I asked to have the emails resent along with the voicemails as it would be helpful to resolve this claim, and they replied with "[redacted]" They do not seem to care about the delivery itself, nor the promises made by the sales representative. I have received 2 total updates since the order was placed on 04/**/2016, both of which, I have had to make multiple calls and emails of complaint to get. I am seeking partial credit of $500, and a completed acceptable delivery to resolve this complaint.
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:
[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 $1500 worth of damage to my 2015 Lexus CT 200h with less than 20,000 miles. I am sure you would not want to be treated this way had this been your vehicle. [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]
Dear [redacted],We apologize for any inconvenience that your booking may have caused thus far. We will do everything we can to resolve any issues you may have. According to the paperwork we have on file you had placed an order on July [redacted] 2016 for a 1974 Plymouth Gran Fury to be picked up in **...
[redacted] and delivered to [redacted]. I have attached the signed terms of service and highlighted the areas of importance that pertain to this dispute. Please see on the top left corner it saids " Carrier type : OPEN" for the total price of $1395 which is located on the bottom left of page one. On page 3 you will see the online signature you had provided on 7/*/2016 agreeing to ship an open carrier for the price of $1395. As per the contract it was understood that the 1974 Plymouth Gran Fury will be transported in an open carrier for the cost of $1395. I am sorry for any confusion you may have had during the booking process however this is why we require a signed terms of service prior to making any arrangements to make sure our clients are receiving the service they are requesting.
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.I don't agree with every claim the business is making about letting me know about the 2 week window up front etc etc. The 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,
[redacted]
Hi [redacted], Unfortunately your cancellation request was received after we had dispatched a driver to pick up your vehicle. As per our contract, this is clearly stated that at this point our services have been rendered for arranging a driver to you. We apologize for any inconvenience however our...
contracts do state a cancellation fee if cancellation request is made after a driver is dispatched. Thank You Customer Service
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] In regards to accepting the $350 charge, I had no choice. It was either I accept your terms or I could not pick up the vehicle from the dock. Pamela informed me that if I did not pay and pick up the car by Friday July [redacted] I would start accruing daily port fees. As far as the Emergency brake being inoperable, I spoke in depth with the seller of the car about this and he said there was nothing wrong with the emergency brake when your driver Alex P[redacted] picked up the vehicle from him. He said your driver loaded the car onto his flatbed and engaged the emergency brake before hauling it to Long Beach. The seller of the car said he even went into the car to double check the emergency brake was engaged per your driver's request. It was in working order otherwise your driver would not have taken the car. Somewhere between Alex picking up the car and Matson rejecting the car at their Long Beach dock someone broke the emergency brake. I did not ask to be reimbursed for the cost of fixing the E-brake but I am asking to be reimbursed for the second transportion fee for a few reasons. First off, Alex lives in the neighborhood where he picked up the car so was going back to [redacted] regardless, he should not have charged a fee to take the car back. Second, Alex was responsible for removing the car from his flatbed and I believe he pulled up hard on the brake and broke it but was not willing to take responsibility for it. I say this about your driver's character because in addition to this Emergency Brake problem, I am also having a problem with him keeping the car's current California registration from me. He has the original paper copy and on July *, *016 I asked him to mail it to me because without it I cannot switch ownership of the car or register it here in Hawaii. He sent me a picture of the paper registration via text. When I told him that I needed the hard copy he stopped responding to my calls or texts. The DMV here in Hawaii will not accept the picture, they want the hard copy of the car's registration. The car arrived on island on June **, *016 and as of today I still do not have the car's registration from your company and therefore cannot complete the registration process, VIN verification (required for classic cars) and switching of ownership. This has been very frustrating for me, I can't understand how withholding the car's registration from me is okay in your eyes. I notified Pamela about this problem in an email on July *, *016 and then again on July **, *016. I will say that after the second email on July ** I felt that Pamela understood my frustration and she assured me she would get a hold of Alex to have him mail me the car's registration. In the meantime though, I am unable to do anything with the vehicle and it has been on island for almost a month now and is just sitting in the garage. In addition to this I only have 30 days to register the car once it arrives before penalties start accruing. While I am only asking to be reimbursed $350 for the additional transportation fee, I hope that Hawaii Car Transport looks at all of the issues I have had with their driver Alex P[redacted] as a whole. All have been extremely inconvenient and unprofessional and he shouldn't be used by them if this is the type of service the customer is getting. I ask that they do the right thing, take the issue with their driver keeping the car's registration into consideration and reimburse me what I am requesting to make this right. Thank you.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted], We will have someone from our claims department reach out to you immediately on this issue. If claims are ever denied, it is because there was no documentation of damage at time of pickup of the vehicle. We will look into this situation for you and do anything in our power to rectify...
Hello, We are extremely sorry to hear that you have had difficulties with your transport. We would like you to know that we value all our customers tremendously and will do everything we can to stand by our contracts. We will have a customer service representative reach out to you...
immediately at the phone number listed in your account. Thank You Customer Service
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]
Hi [redacted], Thank you for reaching out to us. Please contact our customer service team at ###-###-#### to get an update on your vehicle. As per the terms of service, all dates and times are tentative. Thank You Customer Service
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:
This response is absolutely proposterous; the vehicle is in near perfect condition. In 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 painted. I can see by their response they have no intention of handling this in any way even approaching professionalism. My wife and I laughed out loud when we read their response; totally ridiculous. I 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 20 mins. There 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 false allegation. As I've stated multiple times, my daughter saw the damage once it had been taken off the truck. She mentioned the damage to the driver, but again, as stated, he said it must of been there prior to ship. She'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 liable. These are brand new scratches, evidenced in the photos. If 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 despicable. My daughter called me nearly in tears that the driver was aggressive, harsh and rushing her through the entire process. He 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 damage. He just kept saying it must of been there at the origination point and pushing her to sign the bill of lading. If 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 vehicle. Instead, 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 Roadrunner. With 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 trip. Roadrunner 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 $300. 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,
[redacted]
Good Afternoon, I apologize for that. We do have the correct number on file and I will make sure you get a call today regarding your claim. Thank you
Good Afternoon, I am so sorry for your experience thus far. I had arranged for management to followup with you earlier today to get this resolved. Vehicle will be in your possession today. I 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 concerns. We 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# [redacted], 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 conversation. I 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,
[redacted]
To Whom It May Concern,
With their response to my complaint, V2 Logistics continue to act in bad faith by not resolving my primary request. I requested a new and realistic date of delivery.
Furthermore, they continue to act in bad faith by providing what looks to be like a revised copy of the terms and agreement. I say revised because the copy I signed had different details than what they attached to their response.
According to my copy, which I have attached, my email address in the Shipper information is "[redacted]"
Their copy states the email address in the Shipper information is "a[redacted]"
According to my copy, which I have attached, the voyage details on page 1 are as follows:
Voyage: [redacted]
To Port By: 8/**/2017
Sail Date: 8/**/2017
Est. Available: 9/*/2017
Their copy says the following:
Voyage: [redacted] To Port By: 8/**/2017
Sail Date: 9/*/2017
Est. Available: 9/**/2017
I would like V2 Logistics to answer the following.
Have they picked up my car at the Long Beach Port?
When do they expected to deliver my car in Washington, DC?
[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]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Afternoon, As per your verbal conversation with our claims management we are in teh process of contacting the driver and attempting to reopen this claim based on your response. Thank 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 resolYour Answer Here]n I find it amazing that this business would respond to My complaint by continuing the falsehood perpetrated by them by means of electronic chicanery . I have no way of proving what was agreed to verbally pertaining to the transport as it was all accomplished verbally between Myself and the sales agent employed by v2 logistics .I did indeed sign electronically for the service agreeing to what I was told was the rate for an enclosed trailer ,I foolishly put My faith in an [redacted] persons Honesty .It is quite obvious they will stick to their story ,they apparently believe in the old saying that " A lie well stuck to is as good as the truth " in this case it will work in their favor . there is another saying that applies here "one who is robbed and laughs steals something from the thief " I am laughing at the absurdity of their behavior .
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
It is impossible for damage to be caused "on our end." We do not handle the vehicles at all. We simply facilitate the transport with an insured shipping company; claims must be submitted to the actual shipper. Thank You
Hi [redacted], Our customer service team has assured us that the ETA of delivery for your vehicle will be today between 4 and 6PM local time. Thank You
Good Afternoon, I apologize for the inconvenience you are experiencing with our company thus far. I have reviewed your complaint and understand your frustration. I have attached the email [redacted] had sent you and Ive also attached your signed terms of service and highlighted the areas of...
importance in regards to your complaint. Please note on [redacted] email she did state that the vehicle is not yet ready and the estimated date of pickup will be the [redacted]. She did explain this was an estimated date. Section 9 of our terms of service also state that all transit times are estimated. I apologize that our driver had a delay on route causing your vehicle to be available later then expected. Delays during transit are very hard to predict, for this reason we cannot stress enough that all dates and times are estimated. Section 9 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 delay. Since delays are our of our hands and not something we can control we cannot be held liable if a delay occurs. By signing our terms of service on May [redacted] 2016 its implied that understood our policy and went along with the booking. In regards to the damages we do have an active claim pending for you. Elizabeth is the claims manager and is currently reviewing your claim and will be contacting you today. I 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 locations. Normally once we receive feedback about the claim we contact you with an update on the status. I have made this claim a top priority and you will receive a call today. Thank you very much.
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 been contacted by customer service. I contacted the company to get an update on my delivery date as I was quoted to be by end of day today (04/**/2016). I was told that the RoadRunner cannot meet the quoted date and the delivery will actually be 04/**/2016. They also claim that they have tried to contact me multiple times yet I have no voicemails or return emails. I have provided two separate emails and they do have my correct phone number as they have left me a message previously. The treatment I receive by this company is unbelievable. Since filing this complaint, they are rude, short and unhelpful. I asked to have the emails resent along with the voicemails as it would be helpful to resolve this claim, and they replied with "[redacted]" They do not seem to care about the delivery itself, nor the promises made by the sales representative. I have received 2 total updates since the order was placed on 04/**/2016, both of which, I have had to make multiple calls and emails of complaint to get. I am seeking partial credit of $500, and a completed acceptable delivery to resolve this complaint.
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:
[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 $1500 worth of damage to my 2015 Lexus CT 200h with less than 20,000 miles. I am sure you would not want to be treated this way had this been your vehicle. [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]
Dear [redacted],We apologize for any inconvenience that your booking may have caused thus far. We will do everything we can to resolve any issues you may have. According to the paperwork we have on file you had placed an order on July [redacted] 2016 for a 1974 Plymouth Gran Fury to be picked up in **...
[redacted] and delivered to [redacted]. I have attached the signed terms of service and highlighted the areas of importance that pertain to this dispute. Please see on the top left corner it saids " Carrier type : OPEN" for the total price of $1395 which is located on the bottom left of page one. On page 3 you will see the online signature you had provided on 7/*/2016 agreeing to ship an open carrier for the price of $1395. As per the contract it was understood that the 1974 Plymouth Gran Fury will be transported in an open carrier for the cost of $1395. I am sorry for any confusion you may have had during the booking process however this is why we require a signed terms of service prior to making any arrangements to make sure our clients are receiving the service they are requesting.
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.I don't agree with every claim the business is making about letting me know about the 2 week window up front etc etc. The 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,
[redacted]
Hi [redacted], Unfortunately your cancellation request was received after we had dispatched a driver to pick up your vehicle. As per our contract, this is clearly stated that at this point our services have been rendered for arranging a driver to you. We apologize for any inconvenience however our...
contracts do state a cancellation fee if cancellation request is made after a driver is dispatched. Thank You Customer Service
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] In regards to accepting the $350 charge, I had no choice. It was either I accept your terms or I could not pick up the vehicle from the dock. Pamela informed me that if I did not pay and pick up the car by Friday July [redacted] I would start accruing daily port fees. As far as the Emergency brake being inoperable, I spoke in depth with the seller of the car about this and he said there was nothing wrong with the emergency brake when your driver Alex P[redacted] picked up the vehicle from him. He said your driver loaded the car onto his flatbed and engaged the emergency brake before hauling it to Long Beach. The seller of the car said he even went into the car to double check the emergency brake was engaged per your driver's request. It was in working order otherwise your driver would not have taken the car. Somewhere between Alex picking up the car and Matson rejecting the car at their Long Beach dock someone broke the emergency brake. I did not ask to be reimbursed for the cost of fixing the E-brake but I am asking to be reimbursed for the second transportion fee for a few reasons. First off, Alex lives in the neighborhood where he picked up the car so was going back to [redacted] regardless, he should not have charged a fee to take the car back. Second, Alex was responsible for removing the car from his flatbed and I believe he pulled up hard on the brake and broke it but was not willing to take responsibility for it. I say this about your driver's character because in addition to this Emergency Brake problem, I am also having a problem with him keeping the car's current California registration from me. He has the original paper copy and on July *, *016 I asked him to mail it to me because without it I cannot switch ownership of the car or register it here in Hawaii. He sent me a picture of the paper registration via text. When I told him that I needed the hard copy he stopped responding to my calls or texts. The DMV here in Hawaii will not accept the picture, they want the hard copy of the car's registration. The car arrived on island on June **, *016 and as of today I still do not have the car's registration from your company and therefore cannot complete the registration process, VIN verification (required for classic cars) and switching of ownership. This has been very frustrating for me, I can't understand how withholding the car's registration from me is okay in your eyes. I notified Pamela about this problem in an email on July *, *016 and then again on July **, *016. I will say that after the second email on July ** I felt that Pamela understood my frustration and she assured me she would get a hold of Alex to have him mail me the car's registration. In the meantime though, I am unable to do anything with the vehicle and it has been on island for almost a month now and is just sitting in the garage. In addition to this I only have 30 days to register the car once it arrives before penalties start accruing. While I am only asking to be reimbursed $350 for the additional transportation fee, I hope that Hawaii Car Transport looks at all of the issues I have had with their driver Alex P[redacted] as a whole. All have been extremely inconvenient and unprofessional and he shouldn't be used by them if this is the type of service the customer is getting. I ask that they do the right thing, take the issue with their driver keeping the car's registration into consideration and reimburse me what I am requesting to make this right. Thank you.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted], We will have someone from our claims department reach out to you immediately on this issue. If claims are ever denied, it is because there was no documentation of damage at time of pickup of the vehicle. We will look into this situation for you and do anything in our power to rectify...
it in your favor. Thank You